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CN104683943A - Method and device for real-time location calling terminal - Google Patents

Method and device for real-time location calling terminal Download PDF

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Publication number
CN104683943A
CN104683943A CN201310615778.9A CN201310615778A CN104683943A CN 104683943 A CN104683943 A CN 104683943A CN 201310615778 A CN201310615778 A CN 201310615778A CN 104683943 A CN104683943 A CN 104683943A
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calling terminal
calling
positioning
module
terminal
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张海泳
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China Mobile Group Zhejiang Co Ltd
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China Mobile Group Zhejiang Co Ltd
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Priority to CN201310615778.9A priority Critical patent/CN104683943A/en
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04WWIRELESS COMMUNICATION NETWORKS
    • H04W4/00Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/02Services making use of location information
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/42348Location-based services which utilize the location information of a target

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Mobile Radio Communication Systems (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The present invention discloses a method and device for immediately positioning a calling terminal, to position a calling end which calls a calling center, with the positioning being approved by a user of the calling end user. The method for immediately positioning a calling terminal includes: according to received invoking information sent by a called end, sending prompt information to the calling terminal, the prompt information being used to prompt the user to select whether being positioned is needed; receiving the need to be positioned fed back by the calling terminal, positioning the calling terminal, and obtaining a positioning result; and pushing the positioning result to the called end. According to the technical solution of the present invention, positioning the calling end is performed only when the user calling the calling center has a need and allows to be positioned. In such way, not only a problem of protecting privacy of the cellphone user is effectively solved, a service experience level of a commercial calling center is also improved.

Description

即时定位呼叫终端的方法与装置Method and device for real-time location calling terminal

技术领域technical field

本发明涉及数据业务技术领域,更具体的,涉及一种即时定位呼叫终端的方法与装置。The present invention relates to the technical field of data services, and more specifically, to a method and device for instantly locating a calling terminal.

背景技术Background technique

随着移动通讯的高速普及,各类商业呼叫中心(银行、保险、电力等客户服务中心热线)需要在某些业务流程中取得呼叫手机用户的当前位置信息,提供更加便捷的服务,如保险公司的车辆救援,银行客户的网点导引,电力用户投诉的抢修,而呼叫用户往往无法准确描述当前位置信息,而掌握呼叫用户当前手机位置信息的手机通信运营商出于手机用户隐私保护和安全风险管控,无法直接将呼叫手机用户的当前位置信息直接提供给这些商业呼叫中心(商业呼叫中心往往在某些专门的服务流程中需要获取客户当前位置信息作为辅助,而非所有呼入用户都要进行位置定位),如果采用通话中下发被定位短信提示,并要求用户回复被定位短信,对于客户而言需要挂断电话,回复短信确认,然后再一次拨打电话,这样一来相当不方便和体验极差,这样既阻碍了位置服务行业应用在呼叫中心领域的普及推广,也无法更好的提升广大手机用户的服务体验。With the rapid popularization of mobile communications, various commercial call centers (customer service center hotlines such as banking, insurance, and electric power) need to obtain the current location information of the calling mobile phone user in certain business processes to provide more convenient services, such as insurance companies vehicle rescue, bank customer outlet guidance, and emergency repairs for power users’ complaints. Calling users often cannot accurately describe the current location information, and mobile communication operators who grasp the calling user’s current mobile phone location information are out of privacy protection and security risks for mobile phone users. control, it is impossible to directly provide the current location information of calling mobile phone users to these commercial call centers (commercial call centers often need to obtain the current location information of customers as an auxiliary in some special service processes, not all call-in users location positioning), if the user is sent a location-based SMS reminder during a call, and the user is required to reply to the location-based message, the customer needs to hang up the phone, reply to the message to confirm, and then make a call again, which is quite inconvenient and inexperienced Extremely poor, this not only hinders the popularization and promotion of location-based service industry applications in the field of call centers, but also cannot better improve the service experience of mobile phone users.

因此,现有技术中,存在因保护呼叫端位置隐私的原因,而导致呼叫中心系统不能随意获取呼叫端位置而带来业务上的不便等问题。Therefore, in the prior art, there are problems such as that the call center system cannot arbitrarily obtain the location of the calling terminal due to the protection of the privacy of the location of the calling terminal, which brings inconvenience to the service.

发明内容Contents of the invention

本发明提供一种即时定位呼叫终端的方法与装置,用于解决现有技术中,存在因保护呼叫端位置隐私的原因,而导致呼叫中心系统不能随意获取呼叫端位置而带来业务上的不便等问题。The present invention provides a method and device for instantly locating a calling terminal, which is used to solve the inconvenience caused by the call center system not being able to arbitrarily obtain the location of the calling terminal due to the protection of the location privacy of the calling terminal in the prior art And other issues.

为实现上述目的,根据本发明的一个方面,提供一种即时定位呼叫终端的方法,并采用以下技术方案:In order to achieve the above purpose, according to one aspect of the present invention, a method for instantly locating a calling terminal is provided, and the following technical solutions are adopted:

即时定位呼叫终端的方法包括:根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息,所述提示信息用于提示用户选择是否有被定位需求;接收所述呼叫终端反馈的所述被定位需求,对所述呼叫终端进行定位,得到一定位结果;将所述定位结果推送至所述被叫端。The method for instantly locating a calling terminal includes: sending a prompt message to the calling terminal according to the received call information sent by the called terminal, the prompt message is used to prompt the user to select whether there is a need to be located; receiving all feedback from the calling terminal According to the positioning requirement, the calling terminal is positioned to obtain a positioning result; and the positioning result is pushed to the called terminal.

进一步地,所述对所述呼叫终端进行定位包括:发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。Further, the locating the calling terminal includes: sending a locating instruction to the server, the locating instruction is used to control the server to query the location of the calling terminal and obtain the locating result.

进一步地,在所述得到所述定位结果之后,所述即时定位呼叫终端的方法还包括:控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。Further, after the positioning result is obtained, the method for instantly locating a calling terminal further includes: controlling the server to detect whether the calling terminal has dialed within a preset time range through a preset voice signaling detection system. The called terminal obtains a detection result; when the detection result is that the calling terminal has dialed the called terminal within the preset time range, controlling the server to push the positioning result to the Called end.

进一步地,所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;通过所述预设语音提示选择模块执行发送所述语音提示信息至所述呼叫终端。Further, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: receiving the calling information of the called terminal through the interface of the real-time open preset voice prompt selection module; The preset voice prompt selection module executes sending the voice prompt information to the calling terminal.

进一步地,所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。Further, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

进一步地,在所述将所述定位结果推送至所述被叫端之前,所述即时定位呼叫终端的方法还包括:将所述定位结果在地图模块上予以显示,得到一显示结果;将带有所述显示结果的所述地图模块绑定到所述定位结果中。Further, before pushing the positioning result to the called terminal, the method for instantly locating the calling terminal further includes: displaying the positioning result on a map module to obtain a display result; The map module with the display result is bound to the positioning result.

根据本发明的另外一个方面,提供一种即时定位呼叫终端的装置,并采用如下技术方案:According to another aspect of the present invention, a device for instantly locating a calling terminal is provided, and the following technical solution is adopted:

即时定位呼叫终端的装置包括:发送模块,用于根据接收到的被叫端的发送调用信息向呼叫终端发送一提示信息,所述提示信息用于提示用户选择是否有被定位需求;定位模块,用于接收所述呼叫终端反馈的所述定位需求,对所述呼叫终端进行定位,得到一定位结果;推送模块,用于将所述定位结果推送至所述被叫端。The device for instantly locating a calling terminal includes: a sending module, configured to send a prompt message to the calling terminal according to the received sending and calling information of the called terminal, the prompt message being used to prompt the user to select whether there is a need to be located; a positioning module, used to After receiving the positioning requirement fed back by the calling terminal, the calling terminal is positioned to obtain a positioning result; a push module is configured to push the positioning result to the called terminal.

进一步地,所述定位模块包括:发送单元,用于发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。Further, the locating module includes: a sending unit, configured to send a locating command to the server, and the locating command is used to control the server to query the location of the calling terminal and obtain the locating result.

进一步地,所述的即时定位呼叫终端的装置还包括:第一控制模块,用于控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;第二控制模块,用于在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。Further, the device for instantly locating a calling terminal further includes: a first control module, configured to control the server to detect whether the calling terminal has dialed the The called terminal obtains a detection result; the second control module is configured to control the server to push the The location result is sent to the called end.

进一步地,所述发送模块包括:接收单元,用于通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;执行单元,用于通过所述预设语音提示选择模块执行发送所述语音提示信息至所述呼叫终端。Further, the sending module includes: a receiving unit, configured to receive the call information of the called terminal through an interface of the preset voice prompt selection module opened in real time; an execution unit, configured to prompt the selection module through the preset voice Execute sending the voice prompt information to the calling terminal.

进一步地,所述发送模块包括:控制单元,用于根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。Further, the sending module includes: a control unit, configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

进一步地,所述的即时定位呼叫终端的装置还包括:显示模块,用于将所述定位结果在地图模块上予以显示,得到一显示结果;绑定模块,用于将带有所述显示结果的所述地图模块绑定到所述定位结果中。Further, the device for instantly locating a calling terminal further includes: a display module, configured to display the positioning result on a map module to obtain a display result; a binding module, configured to display the location result with the displayed result The map module of is bound to the location result.

本发明通过提出充分考虑呼叫中心和移动位置服务的特性,通过运营商新增设立一个语音提示选择模块,在呼叫中心需要对于当前呼入手机客户进行定位时,调用运营商上述语音提示模块,向手机用户播放是否允许某呼叫中心对其进行定位,如果选择按键代表为允许时,运营商再向后台手机位置服务平台发起查询,手机位置服务平台先利用运营商的语音信令检测系统进行判断该手机用户是否真实拨打过呼叫中心号码,如真实拨打,则推送该呼入用户的手机位置信息给呼叫中心平台,保护客户隐私的同时,提升客户服务水平,增强客户满意度。The present invention fully considers the characteristics of the call center and the mobile location service, and sets up a new voice prompt selection module through the operator. When the call center needs to locate the current incoming mobile phone customer, the above voice prompt module of the operator is called to send Whether the mobile phone user allows a call center to locate it. If the button is selected to indicate that it is allowed, the operator will initiate an inquiry to the background mobile phone location service platform. The mobile phone location service platform first uses the operator's voice signaling detection system to judge the location. Whether the mobile phone user has actually dialed the number of the call center, and if so, the mobile phone location information of the call-in user will be pushed to the call center platform to protect customer privacy while improving customer service levels and enhancing customer satisfaction.

附图说明Description of drawings

附图用来提供对本发明的进一步理解,构成本申请的一部分,本发明的示意性实施例及其说明用于解释本发明,并不构成对本发明的不当限定。在附图中:The accompanying drawings are used to provide a further understanding of the present invention, and constitute a part of the application. The schematic embodiments of the present invention and their descriptions are used to explain the present invention, and do not constitute improper limitations to the present invention. In the attached picture:

图1表示本发明实施例所述的即时定位呼叫终端的方法流程图;FIG. 1 shows a flowchart of a method for instantly locating a calling terminal according to an embodiment of the present invention;

图2表示本发明实施例所述的即时定位呼叫终端的装置结构图。Fig. 2 shows a device structure diagram of an instant location calling terminal according to an embodiment of the present invention.

具体实施方式Detailed ways

以下结合附图对本发明的实施例进行详细说明,但是本发明可以由权利要求限定和覆盖的多种不同方式实施。The embodiments of the present invention will be described in detail below with reference to the accompanying drawings, but the present invention can be implemented in many different ways defined and covered by the claims.

图1表示本发明实施例所述的即时定位呼叫终端的方法流程图。FIG. 1 shows a flowchart of a method for instantly locating a calling terminal according to an embodiment of the present invention.

参见图1所示,即时定位呼叫终端的方法包括:Referring to Fig. 1, the method for instantly locating a calling terminal includes:

S101:根据接收到的被叫端发送的调用信息向呼叫终端发送一语音提示信息,所述语音提示信息用于提示用户选择是否有被定位需求;S101: Send a voice prompt message to the calling terminal according to the received call information sent by the called terminal, the voice prompt message is used to prompt the user to select whether there is a need to be located;

S102:接收所述呼叫终端反馈的所述被定位需求,对所述呼叫终端进行定位,得到一定位结果;S102: Receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result;

S103:将所述定位结果推送至所述被叫端。S103: Push the positioning result to the called end.

在步骤S101中,在呼叫终端与被叫端通话的过程中,根据被叫端的调用,运营商向呼叫终端发送一提示信息,提示呼叫终端用户选择是否有被定位的需求,终端用户可以通过按键选择是否同意被定位。该提示信息可以是一段表明提示意思的语音信号,也可以是确定意思的任何提示,例如滴滴声等,同时,通过按键表达同意或不同意被定位也并不做限定,因为也可以是手势,声音等的回复。在步骤S102中,在接收到呼叫终端反馈的有被定位需求时,运营商侧向后台手机位置服务平台发起查询,获取定位结果即呼叫终端的位置后,在步骤S103中直接推送给被叫端。In step S101, during the conversation between the calling terminal and the called terminal, according to the calling of the called terminal, the operator sends a prompt message to the calling terminal, prompting the calling terminal user to select whether there is a need to be located, and the terminal user can press the button Choose whether to agree to be targeted. The prompt information can be a voice signal indicating the meaning of the prompt, or any prompt to determine the meaning, such as a beep sound, etc. At the same time, there is no limitation on the location of the button to express agreement or disagreement, because it can also be a gesture , sound, etc. in response. In step S102, when receiving feedback from the calling terminal that there is a demand for positioning, the operator initiates an inquiry to the background mobile phone location service platform, obtains the positioning result, that is, the location of the calling terminal, and pushes it directly to the called terminal in step S103 .

本实施例针对现有呼叫实时定位技术无法解决拨打商业呼叫中心的手机客户隐私的灵活控制问题,在不需要通过短信确认的方式下,通过呼叫过程中的互动式语音应答,提示主动选择是否允许被呼叫中心定位,运营商依据该交互结果返还的值送相对应的呼叫用户当前位置信息给商业呼叫中心,既有效解决了手机用户的隐私保护问题,也提升了商业呼叫中心的服务体验水平。In view of the fact that the existing call real-time positioning technology cannot solve the problem of flexible control of the privacy of mobile phone customers dialing commercial call centers, without the need to confirm through SMS, the interactive voice response during the call process prompts whether to actively choose whether to allow After being positioned by the call center, the operator sends the corresponding caller's current location information to the commercial call center according to the value returned by the interaction result, which not only effectively solves the privacy protection problem of mobile phone users, but also improves the service experience level of the commercial call center.

优选地,所述对所述呼叫终端进行定位包括:发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。Preferably, the locating the calling terminal includes: sending a locating instruction to the server, the locating instruction is used to control the server to query the location of the calling terminal and obtain the locating result.

优选地,在所述得到所述定位结果之后,所述即时定位呼叫终端的方法还包括:控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。Preferably, after the positioning result is obtained, the method for instantly locating a calling terminal further includes: controlling the server to detect whether the calling terminal has dialed within a preset time range through a preset voice signaling detection system. The called terminal obtains a detection result; when the detection result is that the calling terminal has dialed the called terminal within the preset time range, controlling the server to push the positioning result to the Called end.

上述实施例具体给出运营商后台服务器具体进行定位的方法,手机位置服务平台先利用运营商的语音信令检测系统进行判断该手机用户是否真实拨打过呼叫中心号码,如真实拨打,则推送该呼入用户的手机位置信息给呼叫中心平台,所谓真实拨打在本实施例的技术方案中是通过预设时间范围来界定的,比如1分钟,在1分钟之内视为真实拨打。通过对真实拨打进行验证,防止恶意获取手机用户的位置信息。The above-mentioned embodiment specifically provides the method for the operator's background server to perform positioning. The mobile phone location service platform first uses the operator's voice signaling detection system to judge whether the mobile phone user has actually dialed the call center number. The mobile phone location information of the call-in user is sent to the call center platform. The so-called real dialing is defined by the preset time range in the technical solution of this embodiment, such as 1 minute, and it is regarded as real dialing within 1 minute. By verifying the real dialing, the location information of the mobile phone user is prevented from being obtained maliciously.

优选地,所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;通过所述预设语音提示选择模块执行发送所述语音提示信息至所述呼叫终端。Preferably, the sending a prompt message to the calling terminal according to the received call information sent by the called terminal includes: receiving the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; The preset voice prompt selection module executes sending the voice prompt information to the calling terminal.

本实施例的特点是由运营商提供一开放式接口,供被叫端进行远程调用语音提示选择模块,例如面向客户自建已有呼叫中心的大中型商业服务中心,通过实时呼叫语音提示平台开放接口供商业呼叫中心进行调用,商业呼叫中心可灵活在其业务流程中调用实时呼叫语音提示平台,调用结束后返还到当前原有呼入客户的通话中,呼叫中心平台即可获取当前通话用户的位置信息。The feature of this embodiment is that the operator provides an open interface for the called terminal to remotely call the voice prompt selection module, such as a large and medium-sized commercial service center for customers who have built their own call center, and open it through the real-time call voice prompt platform The interface is for the commercial call center to call. The commercial call center can flexibly call the real-time call voice prompt platform in its business process. After the call is completed, it will be returned to the current call of the original incoming customer. location information.

优选所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。Preferably, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

本实施例的特点是运营商在内部提供所有服务,例如面向中小型客户服务热线,如4S店服务热线,一般直接由运营商提供托管式呼叫中心外包服务平台,此外包服务平台事先与实时呼叫语音提示平台进行对接开发。该模式就是指商业呼叫中心直接和呼叫定位服务系统统一由运营商提供集中式托管服务平台,即相当于图中商业中心的坐席被包含在运营商内部。这种模式下商业呼叫中心和呼叫定位服务系统之间成为运营商内部接口关系,无需进行线路的改造。但实现后续流程与上述模式相同。The characteristic of this embodiment is that the operator provides all services internally. For example, for small and medium-sized customer service hotlines, such as 4S store service hotlines, generally the operator provides a managed call center outsourcing service platform directly. Voice prompt platform for docking development. This model means that the commercial call center directly and the call location service system are unified by the operator to provide a centralized hosting service platform, that is, the seats in the commercial center in the figure are included in the operator. In this mode, the relationship between the commercial call center and the call location service system becomes the internal interface relationship of the operator, and no line modification is required. But the implementation of subsequent processes is the same as the above pattern.

优选地,在所述将所述定位结果推送至所述被叫端之前,所述即时定位呼叫终端的方法还包括:将所述定位结果在地图模块上予以显示,得到一显示结果;将带有所述显示结果的所述地图模块绑定到所述定位结果中。Preferably, before pushing the positioning result to the called terminal, the method for instantly locating the calling terminal further includes: displaying the positioning result on a map module to obtain a display result; The map module with the display result is bound to the positioning result.

通过将获取的前通话用户的位置信息在呼叫中心平台上的地图模块予以直观显示,供客户服务热线人员与呼入客户进行便利导引。By visually displaying the location information of the previously acquired user on the map module of the call center platform, it is convenient for the customer service hotline staff and the incoming customer to conduct guidance.

现以保险公司为例,具体说明本发明即时定位呼叫终端的流程:Now take an insurance company as an example to describe in detail the process of the present invention to instantly locate and call a terminal:

步骤1:移动手机用户拨打保险公司呼叫中心Step 1: Mobile phone user dials insurance company call center

步骤2:信令收敛系统同时收敛到用户主叫号码,被叫号码信息,发送给实时呼叫定位服务(以下简RTCLS)Step 2: The signaling convergence system converges to the user's calling number and called number information at the same time, and sends them to the real-time call location service (hereinafter referred to as RTCLS)

RTCLS通过信令采集收敛系统(需预先配置商业呼叫中心热线号码)获取正在呼叫商业呼叫中心热线的手机号码信息;配置之后只要用户拨打该热线即可信令采集收敛系统获取呼叫信息。RTCLS obtains the mobile phone number information that is calling the commercial call center hotline through the signaling collection and convergence system (the hotline number of the commercial call center needs to be pre-configured); after configuration, as long as the user dials the hotline, the signaling collection and convergence system can obtain the call information.

步骤3:RTCLS系统向LBS系统发起定位,并获得用户位置信息;Step 3: The RTCLS system initiates positioning to the LBS system and obtains user location information;

RTCLS系统是包含IVR与核心处理模块。The RTCLS system is composed of IVR and core processing modules.

步骤4:保险呼叫中心转接用户电话到RTCLS自动呼叫中心,保险公司接听坐席处于等待状态,等待客户电话转接回继续服务。Step 4: The insurance call center transfers the user's call to the RTCLS automatic call center, and the insurance company's answering agent is in a waiting state, waiting for the customer's call to be transferred back to continue the service.

转接时需要携带用户手机号码信息和保险公司呼叫中心的热线号码等信息。Information such as the user's mobile phone number and the hotline number of the insurance company's call center must be carried when transferring.

步骤5:RTCLS自动呼叫中心向用户播放单次定位IVR许可语音,提示用户按键选择,并获得用户许可。Step 5: The RTCLS automatic call center plays a single positioning IVR permission voice to the user, prompts the user to press the button to select, and obtains the user's permission.

步骤6:RTCLS自动呼叫中心转接用户电话到保险呼叫中心,保险呼叫中心把电话调度到等待的坐席,继续服务用户。Step 6: The RTCLS automatic call center transfers the user's call to the insurance call center, and the insurance call center dispatches the call to the waiting seat to continue serving the user.

本次转接时携带的是用户的手机号码和RTCLS的识别号码等信息,通过语音专线与商业呼叫中心重新建立语音连接。RTCLS的识别号码用于标识转回的是哪个转接服务。This transfer carried information such as the user's mobile phone number and RTCLS identification number, and re-established a voice connection with the commercial call center through a dedicated voice line. The identification number of the RTCLS is used to identify which transit service is redirected back.

步骤7:RTCLS把获得的用户主叫号码,被叫号码,用户按键许可等信息发送给RTCLS核心处理模块。Step 7: The RTCLS sends the obtained information such as the calling number of the user, the called number, and the user's button permission to the core processing module of the RTCLS.

步骤8:RTCLS核心处理模块比对从信令收敛获取的用户主叫号码,被叫号码是否一致;同时判断用户是否许可提供位置信息。Step 8: The RTCLS core processing module compares the user's calling number and called number obtained from the signaling convergence to see if they are consistent; at the same time, judges whether the user is allowed to provide location information.

步骤9:在比对一致并用户许可情况下,发送给保险呼叫中心;保险呼叫中心即可获取到用户的位置信息,为用户求助提供精确,高效的移动位置业务相关服务。Step 9: If the comparison is consistent and the user permits, send it to the insurance call center; the insurance call center can obtain the user's location information, and provide accurate and efficient mobile location service-related services for the user to seek help.

实现上述流程,对应的系统构架可以为:To realize the above process, the corresponding system architecture can be:

1、实时呼叫定位系统(RTCLS)1. Real-time call location system (RTCLS)

统一建设一套实时呼叫定位系统,与现有信令网和LBS实现对接;Unified construction of a real-time call location system to realize docking with the existing signaling network and LBS;

2、商业呼叫中心Call Center系统改造2. Commercial call center Call Center system transformation

A:商业呼叫中心开发和RTCLS的HTTP/XML接口,接收来自LACS系统的经纬度位置信息。A: Commercial call center development and HTTP/XML interface of RTCLS to receive latitude and longitude location information from LACS system.

B:商业呼叫中心有GIS系统,直接显示来自RTCLS的经纬度位置信息(中小型客户可使用RTCLS自备的Web GIS系统)。B: The commercial call center has a GIS system that directly displays the latitude and longitude location information from RTCLS (small and medium-sized customers can use the Web GIS system prepared by RTCLS).

C:商业呼叫中心转接电话到RTCLS系统时,需要在接口中传递手机用户号码。C: When the commercial call center transfers the call to the RTCLS system, it needs to pass the mobile phone user number in the interface.

3、运营商和商业呼叫中心之间线路改造3. Line reconstruction between operators and commercial call centers

A:IP线路:对应步骤9,可以使用互联网专线,或者数字电路专线传输。A: IP line: Corresponding to step 9, you can use the Internet dedicated line or digital circuit dedicated line for transmission.

B:语音线路:对应步骤4和6,为了减少电话转接时间,提高用户服务满意度,建议使用运营商语音呼叫中心直连线路。商业呼叫中心也可以接其它运营商的语音专线,和移动运营商之间的电话必须走移动直连线路,以减少运营商之间语音转接的延时。B: Voice line: Corresponding to steps 4 and 6, in order to reduce call transfer time and improve user service satisfaction, it is recommended to use the direct connection line of the operator's voice call center. The commercial call center can also connect to other operators' dedicated voice lines, and calls with mobile operators must use mobile direct lines to reduce the delay in voice transfer between operators.

图2表示本发明实施例所述的即时定位呼叫终端的装置结构图。Fig. 2 shows a device structure diagram of an instant location calling terminal according to an embodiment of the present invention.

参见图2所示,即时定位呼叫终端的装置包括:发送模块20,用于根据接收到的被叫端的发送调用信息向呼叫终端发送一语音提示信息,所述语音提示信息用于提示用户选择是否有被定位需求;定位模块22,用于接收所述呼叫终端反馈的所述定位需求,对所述呼叫终端进行定位,得到一定位结果;推送模块24,用于将所述定位结果推送至所述被叫端。Referring to Fig. 2, the device for instantly locating a calling terminal includes: a sending module 20, which is used to send a voice prompt message to the calling terminal according to the received calling terminal sending call information, and the voice prompt message is used to prompt the user to select whether to There is a positioning requirement; the positioning module 22 is used to receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result; the push module 24 is used to push the positioning result to the Describe the called end.

优选地,所述定位模块22包括:发送单元(图中未示),用于发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。Preferably, the positioning module 22 includes: a sending unit (not shown in the figure), configured to send a positioning instruction to the server, the positioning instruction is used to control the server to query the location of the calling terminal, and Obtain the positioning result.

优选地,所述的即时定位呼叫终端的装置还包括:第一控制模块(图中未示),用于控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;第二控制模块(图中未示),用于在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。Preferably, the device for instantly locating a calling terminal further includes: a first control module (not shown in the figure), configured to control the server to detect whether the calling terminal is within a preset time via a preset voice signaling detection system The called terminal has been dialed within the range, and a detection result is obtained; the second control module (not shown in the figure) is used to determine that the calling terminal has dialed the called terminal within the preset time range when the detection result is When the called terminal, control the server to push the positioning result to the called terminal.

优选地,所述发送模块20包括:接收单元(图中未示),用于通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;执行单元(图中未示),用于通过所述预设语音提示选择模块执行发送所述语音提示信息至所述呼叫终端。Preferably, the sending module 20 includes: a receiving unit (not shown in the figure), configured to receive the calling information of the called terminal through the interface of the real-time open preset voice prompt selection module; an execution unit (not shown in the figure) ), configured to send the voice prompt information to the calling terminal through the preset voice prompt selection module.

优选地,所述发送模块20包括:控制单元(图中未示),用于根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。Preferably, the sending module 20 includes: a control unit (not shown in the figure), configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

优选地,所述的即时定位呼叫终端的装置还包括:显示模块(图中未示),用于将所述定位结果在地图模块上予以显示,得到一显示结果;绑定模块(图中未示),用于将带有所述显示结果的所述地图模块绑定到所述定位结果中。Preferably, the device for instantly locating a calling terminal further includes: a display module (not shown in the figure), configured to display the positioning result on a map module to obtain a display result; a binding module (not shown in the figure) display), for binding the map module with the display result to the positioning result.

本发明通过提出充分考虑呼叫中心和移动位置服务的特性,通过运营商新增设立一个语音提示选择模块,在呼叫中心需要对于当前呼入手机客户进行定位时,调用运营商上述语音提示模块,向手机用户播放是否允许某呼叫中心对其进行定位,如果选择按键代表为允许时,运营商再向后台手机位置服务平台发起查询,手机位置服务平台先利用运营商的语音信令检测系统进行判断该手机用户是否真实拨打过呼叫中心号码,如真实拨打,则推送该呼入用户的手机位置信息给呼叫中心平台,保护客户隐私的同时,提升客户服务水平,增强客户满意度。The present invention fully considers the characteristics of the call center and the mobile location service, and sets up a new voice prompt selection module through the operator. When the call center needs to locate the current incoming mobile phone customer, the above voice prompt module of the operator is called to send Whether the mobile phone user allows a call center to locate it. If the button is selected to indicate that it is allowed, the operator will initiate an inquiry to the background mobile phone location service platform. The mobile phone location service platform first uses the operator's voice signaling detection system to judge the location. Whether the mobile phone user has actually dialed the number of the call center, and if so, the mobile phone location information of the call-in user will be pushed to the call center platform to protect customer privacy while improving customer service levels and enhancing customer satisfaction.

以上所述是本发明的优选实施方式,应当指出,对于本技术领域的普通技术人员来说,在不脱离本发明所述原理的前提下,还可以作出若干改进和润饰,这些改进和润饰也应视为本发明的保护范围。The above description is a preferred embodiment of the present invention, it should be pointed out that for those of ordinary skill in the art, without departing from the principle of the present invention, some improvements and modifications can also be made, and these improvements and modifications can also be made. It should be regarded as the protection scope of the present invention.

Claims (12)

1.一种即时定位呼叫终端的方法,其特征在于,包括:1. A method for instantly locating a calling terminal, characterized in that it comprises: 根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息,所述提示信息用于提示用户选择是否有被定位需求;Sending a prompt message to the calling terminal according to the received call information sent by the called terminal, the prompt message is used to prompt the user to select whether there is a need to be located; 接收所述呼叫终端反馈的所述被定位需求,对所述呼叫终端进行定位,得到一定位结果;receiving the positioning requirement fed back by the calling terminal, positioning the calling terminal, and obtaining a positioning result; 将所述定位结果推送至所述被叫端。Push the positioning result to the called terminal. 2.如权利要求1所述的即时定位呼叫终端的方法,其特征在于,所述对所述呼叫终端进行定位包括:2. The method for instantly locating a calling terminal as claimed in claim 1, wherein said locating said calling terminal comprises: 发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。Sending a positioning instruction to the server, where the positioning instruction is used to control the server to query the location of the calling terminal and obtain the positioning result. 3.如权利要求2所述的即时定位呼叫终端的方法,其特征在于,在所述得到所述定位结果之后,所述即时定位呼叫终端的方法还包括:3. The method for instantly locating a calling terminal as claimed in claim 2, characterized in that, after said obtaining said positioning result, said method for instantly locating a calling terminal further comprises: 控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;controlling the server to detect whether the calling terminal has dialed the called terminal within a preset time range through a preset voice signaling detection system, and obtain a detection result; 在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。When the detection result is that the calling terminal has dialed the called terminal within the preset time range, the server is controlled to push the positioning result to the called terminal. 4.如权利要求1所述的即时定位呼叫终端的方法,其特征在于,所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:4. The method for instantly locating a calling terminal as claimed in claim 1, wherein said sending a prompt message to the calling terminal according to the calling information sent by the received called terminal comprises: 通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;receiving the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; 通过所述预设语音提示选择模块执行发送语音提示信息至所述呼叫终端。Sending voice prompt information to the calling terminal is performed by the preset voice prompt selection module. 5.如权利要求1所述的即时定位呼叫终端的方法,其特征在于,所述根据接收到的被叫端发送的调用信息向呼叫终端发送一提示信息包括:5. The method for instantly locating a calling terminal as claimed in claim 1, wherein said sending a prompt message to the calling terminal according to the calling information sent by the received called terminal comprises: 根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information. 6.如权利要求5所述的即时定位呼叫终端的方法,其特征在于,在所述将所述定位结果推送至所述被叫端之前,所述即时定位呼叫终端的方法还包括:6. The method for instantly locating a calling terminal according to claim 5, wherein, before the said positioning result is pushed to said called terminal, said method for instantly locating a calling terminal further comprises: 将所述定位结果在地图模块上予以显示,得到一显示结果;Displaying the positioning result on the map module to obtain a display result; 将带有所述显示结果的所述地图模块绑定到所述定位结果中。Binding the map module with the display result to the positioning result. 7.一种即时定位呼叫终端的装置,其特征在于,包括:7. A device for instantly locating a calling terminal, characterized in that it comprises: 发送模块,用于根据接收到的被叫端的发送调用信息向呼叫终端发送一提示信息,所述提示信息用于提示用户选择是否有被定位需求;A sending module, configured to send a prompt message to the calling terminal according to the received calling information sent by the called terminal, and the prompt message is used to prompt the user to select whether there is a need to be located; 定位模块,用于接收所述呼叫终端反馈的所述定位需求,对所述呼叫终端进行定位,得到一定位结果;a positioning module, configured to receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result; 推送模块,用于将所述定位结果推送至所述被叫端。A push module, configured to push the positioning result to the called terminal. 8.如权利要求7所述的即时定位呼叫终端的装置,其特征在于,所述定位模块包括:8. The device for instantly locating a call terminal as claimed in claim 7, wherein the locating module comprises: 发送单元,用于发送一定位指令至服务器端,所述定位指令用于控制所述服务器端对所述呼叫终端进行位置查询,并得到所述定位结果。The sending unit is configured to send a positioning instruction to the server, and the positioning instruction is used to control the server to query the location of the calling terminal and obtain the positioning result. 9.如权利要求8所述的即时定位呼叫终端的装置,其特征在于,还包括:9. The device for instantly locating a calling terminal as claimed in claim 8, further comprising: 第一控制模块,用于控制所述服务器通过预设语音信令检测系统检测所述呼叫终端是否在预设时间范围内拨打过所述被叫端,得到一检测结果;The first control module is used to control the server to detect whether the calling terminal has dialed the called terminal within a preset time range through a preset voice signaling detection system, and obtain a detection result; 第二控制模块,用于在所述检测结果为所述呼叫终端在所述预设时间范围内拨打过所述被叫端时,控制所述服务器推送所述定位结果至所述被叫端。The second control module is configured to control the server to push the positioning result to the called terminal when the detection result is that the calling terminal has dialed the called terminal within the preset time range. 10.如权利要求7所述的即时定位呼叫终端的装置,其特征在于,所述发送模块包括:10. The device for instantly locating a calling terminal according to claim 7, wherein the sending module comprises: 接收单元,用于通过实时开放预设语音提示选择模块的接口接收所述被叫端的所述调用信息;A receiving unit, configured to receive the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; 执行单元,用于通过所述预设语音提示选择模块执行发送所述语音提示信息至所述呼叫终端。An executing unit, configured to send the voice prompt information to the calling terminal through the preset voice prompt selection module. 11.如权利要求7所述的即时定位呼叫终端的装置,其特征在于,所述发送模块包括:11. The device for instantly locating a calling terminal according to claim 7, wherein the sending module comprises: 控制单元,用于根据所述调用信息控制一预设语音提示选择模块发送所述语音提示信息至所述呼叫终端。A control unit, configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information. 12.如权利要求11所述的即时定位呼叫终端的装置,其特征在于还包括:12. The device for instantly locating a calling terminal as claimed in claim 11, further comprising: 显示模块,用于将所述定位结果在地图模块上予以显示,得到一显示结果;A display module, configured to display the positioning result on the map module to obtain a display result; 绑定模块,用于将带有所述显示结果的所述地图模块绑定到所述定位结果中。A binding module, configured to bind the map module with the display result to the positioning result.
CN201310615778.9A 2013-11-26 2013-11-26 Method and device for real-time location calling terminal Pending CN104683943A (en)

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