CN100536497C - Communication and data processing integrated telephone device and method for realizing same - Google Patents

Abstract

Translated fromChinese

本发明涉及一种集通讯和数据处理于一体的电话装置及其实现方法。电话装置包括电话硬件模块101、硬件驱动模块102、信号转换模块103、中心控制模块104和通信接口模块105。所述电话硬件模块101与电话线和硬件驱动模块102连接，用于完成普通电话的各种功能；所述信号转换模块103与电话线和中心控制模块104连接，用于实现信号的转换和传输；所述中心控制模块104还与通信接口模块105相连，用于传输处理数据，控制、协调整个装置的运行。本发明还提供了该装置的实现方法。本发明在普通电话机中添加相应模块后，可与计算机简便地连接在一起，充分利用计算机的快速处理功能和巨大的存储容量，大大提高电话服务人员的效率，增强客户满意度。

The invention relates to a telephone device integrating communication and data processing and its realization method. The telephone device includes a telephone hardware module 101 , a hardware driver module 102 , a signal conversion module 103 , a central control module 104 and a communication interface module 105 . The telephone hardware module 101 is connected with the telephone line and the hardware driver module 102, and is used to complete various functions of an ordinary telephone; the signal conversion module 103 is connected with the telephone line and the central control module 104, and is used for realizing signal conversion and transmission ; The central control module 104 is also connected to the communication interface module 105 for transmitting and processing data, controlling and coordinating the operation of the entire device. The invention also provides a realization method of the device. The invention can be easily connected with a computer after adding a corresponding module in the ordinary telephone, fully utilizes the fast processing function and huge storage capacity of the computer, greatly improves the efficiency of telephone service personnel, and enhances customer satisfaction.

Description

Translated fromChinese

一种集通讯和数据处理于一体的电话装置及其实现方法A telephone device integrating communication and data processing and its realization method

技术领域technical field

本发明涉及电话机技术，更具体地说，是涉及一种集通讯和数据处理于一体的电话装置及其实现方法。The present invention relates to telephone technology, more specifically, relates to a telephone device integrating communication and data processing and its realization method.

背景技术Background technique

随着电话和计算机应用的日益普及，二者的缺陷也日益凸现。一方面，简单的电话功能仅仅只能够完成通话，虽然有的电话也设置了录音、自动播放语音等功能，但是由于内存有限，只能保存非常有限的数据，没有办法对大量通话数据进行处理。此外，在商业应用上，对需要拨打大量电话的用户来说，手动拨号强度大，且重复劳动易引发疲劳感，易出错误，不够人性化。另一方面，计算机虽然能够快速处理数据，并可利用因特网来自动拨号，但在与外界通信方面却比不上电话那样普遍和易于接受。另外，需要考虑的还有网络通信的不安全性，网络病毒、信息丢失等问题使得需要用计算机来处理客户信息的商业用户不愿意通过因特网来完成与客户联络。Along with popularizing day by day of telephone and computer application, the defective of both is also highlighted day by day. On the one hand, simple phone functions can only complete calls. Although some phones are also equipped with functions such as recording and automatic voice playback, due to limited memory, they can only save very limited data, and there is no way to process a large amount of call data. In addition, in commercial applications, for users who need to make a large number of calls, manual dialing is intensive, and repetitive work is easy to cause fatigue, error-prone, and not humane. On the other hand, although computers can process data quickly and use the Internet to automatically dial numbers, they are not as common and acceptable as telephones in terms of communicating with the outside world. In addition, the insecurity of network communication needs to be considered. Problems such as network viruses and information loss make business users who need to use computers to process customer information unwilling to complete contact with customers through the Internet.

目前，社会上广泛应用的呼叫中心，即是电话通讯和计算机处理数据功能的集成应用，呼叫中心话务员采用电话与外界沟通，同时采用电脑处理相关数据，但是呼叫中心是一套庞大的系统，虽然效果很好，但是投入成本相当大，不是一般的服务者所能够提供的。而现在社会日益向服务的方向迈进，越来越多的小企业需要给用户提供更好的一对一的服务，如通过电话的预约及回复服务。但是这样的企业通常只需要一个话务员就可以了，庞大的呼叫中心投入对他们来说显然是不现实的。At present, the call center widely used in the society is the integrated application of telephone communication and computer data processing functions. Call center operators use telephones to communicate with the outside world and computers to process related data. The effect is very good, but the input cost is quite large, which is not what ordinary service providers can provide. Now that the society is increasingly moving towards the direction of service, more and more small businesses need to provide users with better one-to-one services, such as appointment and reply services by telephone. But such enterprises usually only need one operator, and the huge call center investment is obviously unrealistic for them.

发明内容Contents of the invention

针对现有普通电话机和计算机在通信中的缺陷，以及小企业无力承担庞大的呼叫中心投入的现实，本发明提供一种可有效解决上述问题的集通讯和数据处理于一体的电话装置及其实现方法，可将电话机与计算机或存储设备简便地连接在一起，把电话机和计算机在通信和数据处理上的优点结合起来，能起到呼叫中心的效果，但是却大大缩减了投入成本。Aiming at the defects in the communication of existing ordinary telephones and computers, and the fact that small businesses cannot bear the huge investment in call centers, the present invention provides a telephone device integrating communication and data processing that can effectively solve the above problems and its The realization method can easily connect the telephone set with the computer or the storage device, combine the advantages of the telephone set and the computer in communication and data processing, and can play the effect of a call center, but greatly reduces the investment cost.

本发明解决其技术问题所采用的技术方案是：一种集通讯和数据处理于一体的电话装置，其特征在于，其中包括电话硬件模块101、硬件驱动模块102、信号转换模块103、中心控制模块104和通信接口模块105；所述电话硬件模块101与电话线连接，通过电话线实现与电话网的通讯；所述硬件驱动模块102一端与电话硬件模块101连接，用于控制电话硬件模块，另一端与中心控制模块104连接；所述信号转换模块103一端与电话线连接，用于从电话线上获取信号和/或将信号传输到电话线上，另一端与中心控制模块104相连；所述中心控制模块104还与通信接口模块105相连，用于传输处理数据，控制协调整个装置的运行；所述通信接口模块105用于提供接口，完成与外界的数据传输。The technical solution adopted by the present invention to solve the technical problem is: a telephone device integrating communication and data processing, which is characterized in that it includes a telephone hardware module 101, a hardware driver module 102, a signal conversion module 103, and a central control module. 104 and communication interface module 105; Described telephone hardware module 101 is connected with telephone line, realizes the communication with telephone network by telephone line; One end of described hardware driver module 102 is connected with telephone hardware module 101, is used to control telephone hardware module, another One end is connected with the central control module 104; one end of the signal conversion module 103 is connected with the telephone line for obtaining signals from the telephone line and/or transmitting signals to the telephone line, and the other end is connected with the central control module 104; The central control module 104 is also connected with the communication interface module 105 for transmitting and processing data, controlling and coordinating the operation of the whole device; the communication interface module 105 is used for providing an interface to complete data transmission with the outside world.

本发明所述的集通讯和数据处理于一体的电话装置，所述电话硬件模块101包括听筒、音频放大电路、拨号盘、来电显示屏及显示电路和摘挂机电路，还包括用于标志话务员所处状态的状态键和通过程序控制实现摘挂机功能的设备。所述通过程序控制电话摘挂机的设备包括数字中继。In the telephone device integrating communication and data processing in the present invention, the telephone hardware module 101 includes a handset, an audio amplifier circuit, a dial pad, an incoming call display screen, a display circuit, and an on-hook circuit. The status key in the status and the device that realizes the off-hook function through program control. The device for controlling the telephone on-hook through a program includes a digital relay.

本发明所述的集通讯和数据处理于一体的电话装置，所述的硬件驱动模块102用于驱动电话硬件模块101完成相应的电话功能以及实现与中心控制模块的通讯。所述电话功能包括拨号、摘挂机、通话和来电显示。In the telephone device integrating communication and data processing in the present invention, the hardware driver module 102 is used to drive the telephone hardware module 101 to complete corresponding telephone functions and realize communication with the central control module. The functions of the phone include dialing, on-hook, talking and caller display.

本发明所述的集通讯和数据处理于一体的电话装置，所述信号转换模块从电话线上获取的信号包括电话的信令信号和话音的模拟信号，所述信号转换模块103把从电话线上获取的信号转化为数字信号后直接输出到中心控制模块104；所述信号转换模块103把从中心控制模块104获取的数字信号转换为模拟信号，输出到电话线上。In the telephone device integrating communication and data processing described in the present invention, the signal obtained by the signal conversion module from the telephone line includes the signaling signal of the telephone and the analog signal of voice, and the signal conversion module 103 converts the signal obtained from the telephone line The signal obtained from the Internet is converted into a digital signal and then directly output to the central control module 104; the signal conversion module 103 converts the digital signal obtained from the central control module 104 into an analog signal, and outputs it to the telephone line.

本发明所述的集通讯和数据处理于一体的电话装置，所述中心控制模块104用于完成对数据的处理和分析，控制本电话装置的各个部分，协调其正常运转，并提供函数接口给第三方应用软件直接调用。In the telephone device integrating communication and data processing described in the present invention, the central control module 104 is used to complete the processing and analysis of data, control each part of the telephone device, coordinate its normal operation, and provide a function interface for The third-party application software directly calls.

本发明所述的集通讯和数据处理于一体的电话装置，所述通信接口模块、105包括与计算机的接口。In the telephone device integrating communication and data processing in the present invention, the communication interface module, 105 includes an interface with a computer.

本发明所述的集通讯和数据处理于一体的电话装置，所述通信接口模块105还包括与存储设备的接口。In the telephone device integrating communication and data processing in the present invention, the communication interface module 105 also includes an interface with a storage device.

本发明还提供了一种集通讯和数据处理于一体的电话装置的实现方法，其特征在于，其中包括：(a)硬件驱动模块102检测到有电话硬件模块101的动作信号时，完成下列步骤：(a1)硬件驱动模块102把检测到的信号传递给中心控制模块104，(a2)中心控制模块104对所收到的信号进行分析和处理，(a3)中心控制模块104根据收到的信号类型通知信号转换模块103做相应处理，(a4)信号转换模块103把处理后的结果或获取到的数据传输给中心控制模块104，(a5)中心控制模块104根据处理后的结果做相关动作，或把接收到的数据通过通信接口模块105传递给存储设备107或计算机106，(a6)如果电话装置外连接的是存储设备，则存储设备接收到相关数据后作为文件存储起来，再在合适的时候导入到计算机，(a7)如果电话装置外连接的是计算机，则计算机在收到相关数据后作为文件存储起来，并通过对数据的分析，实时显示在计算机界面上；The present invention also provides a method for implementing a telephone device integrating communication and data processing, which is characterized in that it includes: (a) when the hardware driver module 102 detects an action signal from the telephone hardware module 101, complete the following steps : (a1) the hardware driver module 102 transmits the detected signal to the central control module 104, (a2) the central control module 104 analyzes and processes the received signal, (a3) the central control module 104 according to the received signal The type notification signal conversion module 103 performs corresponding processing, (a4) the signal conversion module 103 transmits the processed result or the obtained data to the central control module 104, (a5) the central control module 104 performs relevant actions according to the processed result, Or the received data is delivered to storage device 107 or computer 106 by communication interface module 105, (a6) if what is connected outside the telephone device is a storage device, then the storage device stores as a file after receiving relevant data, and then in suitable (a7) If the computer is connected outside the telephone device, the computer stores the relevant data as a file, and displays it on the computer interface in real time by analyzing the data;

(b)当信号转换模块103检测到电话线上有信号时，采取下列步骤：(b1)信号转换模块103把电话线上的信号转化为数字信号输出到中心控制模块104，(b2)中心控制模块104根据信号类型做后续处理；(b) When the signal conversion module 103 detects that there is a signal on the telephone line, take the following steps: (b1) the signal conversion module 103 converts the signal on the telephone line into a digital signal and outputs it to the central control module 104, (b2) the central control Module 104 performs follow-up processing according to the signal type;

(c)当中心控制模块104通过通信接口模块105接收到计算机的动作信号及相关数据时，采取下列步骤：(c1)中心控制模块104对所获得的动作信号及数据进行分析，(c2)中心控制模块104根据分析结果控制硬件驱动模块102，(c3)硬件驱动模块102根据中心控制模块104的指示驱动硬件产生相应的动作，并返回结果反馈信息，(c4)如果计算机发送了需要用到信号转换模块103的动作信号，中心控制模块104会控制信号转换模块103，完成相应的动作，并接收结果反馈。(c) When the central control module 104 receives the action signal and related data of the computer through the communication interface module 105, the following steps are taken: (c1) the central control module 104 analyzes the obtained action signal and data, (c2) the center The control module 104 controls the hardware driver module 102 according to the analysis results, (c3) the hardware driver module 102 drives the hardware to generate corresponding actions according to the instructions of the central control module 104, and returns the result feedback information, (c4) if the computer sends a signal that needs to be used The central control module 104 will control the signal conversion module 103 to complete the corresponding action and receive the result feedback.

在本发明所述的集通讯和数据处理于一体的电话装置的实现方法中，所述步骤(a)中的动作信号包括摘机、按键、闪断和挂机。In the implementation method of the telephone device integrating communication and data processing according to the present invention, the action signals in the step (a) include off-hook, key press, flash off and on-hook.

在本发明所述的集通讯和数据处理于一体的电话装置的实现方法中，所述步骤(a3)中信号转换模块103所做的处理是指把从电话线上获取的模拟信号转换为数字信号后输出到中心控制模块104，和/或把从中心控制模块104获取的数字信号转换为模拟信号后传输到电话线上。In the implementation method of the telephone device integrating communication and data processing in the present invention, the processing done by the signal conversion module 103 in the step (a3) refers to converting the analog signal obtained from the telephone line into a digital The signal is then output to the central control module 104, and/or the digital signal obtained from the central control module 104 is converted into an analog signal and then transmitted to the telephone line.

在本发明所述的集通讯和数据处理于一体的电话装置的实现方法中，所述步骤(b)中的电话线上的信号包括来电信号、对方按键信号、语音信号和对方挂机信号。In the implementation method of the telephone device integrating communication and data processing according to the present invention, the signals on the telephone line in the step (b) include incoming call signal, key press signal of the other party, voice signal and on-hook signal of the other party.

本发明的有益效果在于：通过在现有电话中增加信号转换模块、中心控制模块和通信接口模块，在原有电话功能上，通过结合计算机或存储设备实现了呼叫中心所需的录音、放音、自动拨号等功能，并充分利用计算机的快速处理功能和巨大的存储容量，从而将电话机和计算机二者的优点结合起来，大大提高电话服务人员的效率，增强客户满意度；同时，在不改变用户对传统电话使用习惯的同时，又避免了通过网络使用计算机不安全的缺点，更易于让用户接受。The beneficial effects of the present invention are: by adding a signal conversion module, a central control module and a communication interface module to the existing telephone, on the original telephone function, by combining a computer or a storage device, the recording, playback, Automatic dialing and other functions, and make full use of the fast processing function and huge storage capacity of the computer, so as to combine the advantages of the telephone and the computer, greatly improve the efficiency of the telephone service personnel, and enhance customer satisfaction; at the same time, without changing While users are accustomed to using traditional telephones, it also avoids the disadvantage of using computers through the network which is unsafe, and is easier for users to accept.

附图说明Description of drawings

下面将结合附图及实施例对本发明作进一步说明，附图中：The present invention will be further described below in conjunction with accompanying drawing and embodiment, in the accompanying drawing:

图1是本发明一种集通讯和数据处理于一体的电话装置的结构框图；Fig. 1 is a structural block diagram of a telephone device integrating communication and data processing of the present invention;

图2是本发明第一实施例的流程图；Fig. 2 is the flowchart of the first embodiment of the present invention;

图3是本发明第二实施例的流程图；Fig. 3 is the flowchart of the second embodiment of the present invention;

图4是本发明第三实施例的流程图。Fig. 4 is a flowchart of the third embodiment of the present invention.

具体实施方式Detailed ways

如图1所示，本发明的集通讯和数据处理于一体的电话装置100中，包括电话硬件模块101、硬件驱动模块102、信号转换模块103、中心控制模块104和通信接口模块105。As shown in FIG. 1 , the telephone device 100 integrating communication and data processing of the present invention includes a telephone hardware module 101 , a hardware driver module 102 , a signal conversion module 103 , a central control module 104 and a communication interface module 105 .

其中电话硬件模块101一端与电话线相连，通过电话线连接到电话网中；另一端与硬件驱动模块102相连。电话硬件模块101包括听筒、音频放大电路、拨号盘、来电显示屏及显示电路、摘挂机电路等普通电话所需的硬件，与硬件驱动模块102一起完成普通电话的各种功能，如拨号、摘挂机、通话、来电显示等。One end of the telephone hardware module 101 is connected to the telephone line and connected to the telephone network through the telephone line; the other end is connected to the hardware driver module 102 . The telephone hardware module 101 comprises the required hardware of ordinary telephones such as handset, audio amplifier circuit, dial pad, caller display screen and display circuit, pick-up and hang-up circuit, and completes the various functions of common telephone together with hardware driver module 102, as dialing, pick-up, etc. Hang up, call, caller ID, etc.

为了更好的发挥本装置的功能，在拨号盘上除了普通电话所拥有的拨号键及功能键之外，还增加了一些状态键，用于标志话务员所处的状态，更好的显示话务员的工作绩效。In order to give full play to the functions of this device, in addition to the dial keys and function keys of ordinary telephones, some status keys are added on the dial pad to mark the status of the operator and better display the status of the operator. work performance.

同时，为了让计算机能够控制本装置进行自动拨号，能够让本装置在无人接听时也能够发挥其作用，在原有的可响应人工摘机挂机的硬件基础上，电话硬件模块101还增加了不需人工就可以实现摘机挂机的硬件，如数字中继等，即可以通过软件程序来控制实现摘挂机功能，也就是后面实施例中所提到的程序摘机处理和程序挂机处理。At the same time, in order to allow the computer to control the device to perform automatic dialing, and to allow the device to play its role when no one is answering, on the basis of the original hardware that can respond to manual off-hook and on-hook, the telephone hardware module 101 has also increased. The hardware that can realize off-hook and on-hook manually, such as a digital relay, can be controlled by a software program to realize the off-hook function, that is, the program off-hook processing and program on-hook processing mentioned in the following embodiments.

上述增加的状态键包括Login、Logout、Ready、NotReady、AfterCallWork和MakeBusy。其中，Login表示话务员登录系统，开始工作；logout表示话务员退录系统，结束工作；NotReady表示话务员已登录而电话还没有处于预备状态；Ready表示话务员已经准备好了，电话处于预备状态，这时可以接听电话，也可以拨打电话；AfterCallWork表示话务员刚听完电话，正在处理与电话相关的事务，不方便再接听电话；MakeBusy则表示将电话置忙，很有可能是话务员因为其他事情离开座位，或正在处理其他公事，这时如果有电话进来，则电话会自动播放录制好的语音并提示呼叫者留言。用户在按下这些状态键时，电话装置会记下按键时间，并通过上述新增加的通过程序控制实现摘挂机功能的设备对电话做相应的处理，如Ready时做挂机处理，NotReady、AfterCallWork、MakeBusy时做摘机处理。The state keys added above include Login, Logout, Ready, NotReady, AfterCallWork, and MakeBusy. Among them, Login means that the operator logs into the system and starts to work; logout means that the operator logs out of the system and ends the work; NotReady means that the operator has logged in but the phone is not in the ready state; Ready means that the operator is ready and the phone is in the ready state, then you can You can also make a call after answering the call; AfterCallWork means that the operator has just finished listening to the call and is dealing with matters related to the call, and it is inconvenient to answer the call; MakeBusy means that the call is busy, it is likely that the operator left the seat due to other things, or While dealing with other official business, if a call comes in at this time, the phone will automatically play the recorded voice and prompt the caller to leave a message. When the user presses these status keys, the telephone device will record the time of pressing the keys, and perform corresponding processing on the phone through the above-mentioned newly added equipment that realizes the off-hook function through program control, such as doing on-hook processing when Ready, NotReady, AfterCallWork, Perform off-hook processing during MakeBusy.

硬件驱动模块102采用的是普通的电话控制芯片，通过芯片引脚与电话硬件模块101相连，驱动电话硬件完成相应的电话功能；并通过芯片引脚与中心控制模块104相连，把检测到的电话硬件模块101的动作信号发送给中心控制模块104，并接受中心控制模块104的控制。What hardware driver module 102 adopted is common telephone control chip, is connected with telephone hardware module 101 by chip pin, drives telephone hardware to finish corresponding telephone function; The action signal of the hardware module 101 is sent to the central control module 104 and is controlled by the central control module 104 .

信号转换模块103采用常见的SLIC(Subscriber Line Interface Circuit--用户线路接口电路)芯片，能够从电话线上获取电话的各类信息及话音的模拟信号，并转化为数字信号直接输出到中心控制模块104，也能够把从中心控制模块104获取的数字信号转换为模拟信号，输出到电话线上。The signal conversion module 103 adopts a common SLIC (Subscriber Line Interface Circuit--Subscriber Line Interface Circuit) chip, which can obtain all kinds of telephone information and voice analog signals from the telephone line, and convert them into digital signals and output them directly to the central control module 104. It is also possible to convert the digital signal obtained from the central control module 104 into an analog signal and output it to the telephone line.

中心控制模块104采用嵌入式系统，通过程序来完成对数据的处理和分析，控制本电话装置的各个部分，协调其正常运转，并提供函数接口给第三方应用软件直接调用。The central control module 104 uses an embedded system to complete data processing and analysis through programs, control various parts of the telephone device, coordinate its normal operation, and provide a function interface for direct calling by third-party application software.

通信接口模块105与中心控制模块104相连，其中包括与计算机的接口，此外，还包括与存储设备的接口。这样电话设备可与计算机进行通信，或者在计算机未开机时将数据先保存在存储设备中，再把数据导入到计算机中。The communication interface module 105 is connected with the central control module 104, and includes an interface with a computer, and also includes an interface with a storage device. In this way, the telephone device can communicate with the computer, or save the data in the storage device when the computer is not turned on, and then import the data into the computer.

本发明所述的电话装置中，电话线通过普通电话接口连进来，再通过分线装置分为2条线路，然后分别连接到电话硬件模块101与信号转换模块103。而中心控制模块104通过通信接口模块上的接口与外界的存储设备或计算机相连。In the telephone device of the present invention, the telephone line is connected through an ordinary telephone interface, and then divided into two lines by a branching device, and then connected to the telephone hardware module 101 and the signal conversion module 103 respectively. The central control module 104 is connected to external storage devices or computers through the interface on the communication interface module.

为便于说明，本说明书中的话务员是指使用本发明所述的电话装置的人员，对方是指和话务员通话的人员。For ease of description, the operator in this specification refers to the person using the telephone device of the present invention, and the other party refers to the person talking to the operator.

如图2所示，是本发明第一实施例的流程图，用于说明话务员手工拨号后的流程，其中包括如下步骤：As shown in Figure 2, it is a flow chart of the first embodiment of the present invention, which is used to illustrate the flow process after the operator dials manually, including the following steps:

步骤201中，话务员通过摘机或按免提键触发电话响应，然后拨打电话号码，硬件驱动模块102从电话硬件模块101中检测到拨号号码，通过电话线拨通对方的号码；Instep 201, the operator triggers the phone response by off-hook or pressing the hands-free key, and then dials the phone number, the hardware driver module 102 detects the dialed number from the phone hardware module 101, and dials the other party's number through the phone line;

步骤202中，话务员根据电话回音判断号码是否正确，如果正确则转到步骤204，否则转到步骤203中；Instep 202, the operator judges whether the number is correct according to the telephone echo, if correct then proceeds tostep 204, otherwise proceeds tostep 203;

步骤203中，话务员挂机，通话结束；Instep 203, the operator hangs up and the call ends;

步骤204中，话务员听到对方电话振铃；Instep 204, the operator hears the other party's phone ringing;

步骤205中，话务员判断是否有人接听，如遇无人接听则转到步骤203中，否则转到步骤206中；Instep 205, the operator judges whether there is someone to answer, if no one answers, then go to step 203, otherwise go to step 206;

步骤206中，如果对方摘机，信号转换模块103会自动检测到对方摘机的信号，并传递给中心控制模块104，中心控制模块104记录下电话开始的时间，对方摘机后，如果有放音的需要，中心控制模块104会从存储设备或计算机内读取之前录制好的语音文件，并传递给信号转换模块103，信号转换模块103收到后会把语音文件转换为模拟信号，传输到电话线路上；Instep 206, if the other side goes off-hook, the signal conversion module 103 can automatically detect the signal that the other side goes off-hook, and transmits to the central control module 104, and the central control module 104 records the time that the phone starts, after the other side goes off-hook, if there is To meet the needs of sound, the central control module 104 will read the recorded voice file from the storage device or computer, and pass it to the signal conversion module 103. After the signal conversion module 103 receives it, the voice file will be converted into an analog signal and transmitted to the on the telephone line;

步骤207中，判断对方是否挂机，如果是则转到步骤203中，否则转到步骤208中；Instep 207, it is judged whether the other party is on-hook, if yes, then go to step 203, otherwise go to step 208;

步骤208中，信号转换模块103在放音完毕后发回一个反馈信息给中心控制模块104；Instep 208, the signal conversion module 103 sends back a feedback message to the central control module 104 after playing the sound;

步骤209中，中心控制模块104通过电话硬件模块101或计算机显示一个放音完毕的提示给话务员；Instep 209, the central control module 104 displays a prompt to the operator through the telephone hardware module 101 or the computer;

步骤210中，中心控制模块104通知信号转换模块103开始录音；Instep 210, the central control module 104 notifies the signal conversion module 103 to start recording;

步骤211中，话务员开始与对方通话，信号转换模块103接收到电话线路上的语音信号，并转换为数字信号，传输给中心控制模块104；Instep 211, the operator starts talking with the other party, and the signal conversion module 103 receives the voice signal on the telephone line, converts it into a digital signal, and transmits it to the central control module 104;

步骤212中，中心控制模块104把语音数据写入存储器或计算机；Instep 212, the central control module 104 writes the voice data into the memory or computer;

步骤213中，通话完毕；Instep 213, the call is completed;

步骤214中，对方挂机；Instep 214, the other party hangs up;

步骤215中，停止录音，并转到步骤203中。Instep 215, stop recording, and go to step 203.

如图3所示，是本发明第二实施例的流程图，用于说明对方来电后的处理流程，其中包括如下步骤：As shown in Figure 3, it is a flow chart of the second embodiment of the present invention, which is used to illustrate the processing flow after the other party calls, which includes the following steps:

步骤301中，对方来电，信号转换模块103检测到来电信号，传递给中心控制模块104；Instep 301, the other party calls, the signal conversion module 103 detects the incoming call signal, and transmits it to the central control module 104;

步骤302中，中心控制模块104接收到来电信号后，记录来电信息，并通知硬件驱动模块102做程序摘机处理，电话接通；Instep 302, after receiving the incoming call signal, the central control module 104 records the incoming call information, and notifies the hardware driver module 102 to perform program off-hook processing, and the call is connected;

步骤303中，中心控制模块104检测话务员目前所处的状态；Instep 303, the central control module 104 detects the current state of the operator;

步骤304中，判断话务员能否接听电话，如果能接听电话则转到步骤306，否则转到步骤305中；Instep 304, it is judged whether the operator can answer the call, if the operator can answer the call, then go to step 306, otherwise go to step 305;

步骤305中，如果话务员此时的状态不方便接听电话，则从存储器或计算机内读取录制好的、用于提示对方留言的语音文件播放给对方听，并执行如下步骤：Instep 305, if the state of the operator at this time is inconvenient to answer the phone, then read the recorded voice file from the memory or computer for prompting the other party to leave a message and play it to the other party, and perform the following steps:

步骤305a中，判断对方听到请留言的录音后是否挂机，如果是则转到步骤311中，否则转到步骤305b中；Instep 305a, it is judged whether the other party hangs up after hearing the recording of please leave a message, if so, then go to step 311, otherwise go to step 305b;

步骤305b中，判断对方是否按任意键，如果是则转到步骤305c中，否则转到步骤305d中；Instep 305b, it is judged whether the other party presses any key, if yes, then go tostep 305c, otherwise go to step 305d;

步骤305c中，信号转换模块103检测到对方按键后停止放音并发送放音完毕信号给中心控制模块104，然后转到步骤307中；Instep 305c, the signal conversion module 103 detects that the other party presses the button and stops playing the sound and sends a sound playing completion signal to the central control module 104, and then turns to step 307;

步骤305d中，录音会播放完全，直至播放完毕，信号转换模块103在放音完毕后发送放音完毕信号给中心控制模块104，然后转到步骤307中；Instep 305d, the recording will be played completely until the playback is finished, and the signal conversion module 103 sends a playback completion signal to the central control module 104 after the playback is completed, and then turns to step 307;

步骤306中，从存储器或计算机内读取录制好的提示语音文件播放给对方听，并执行如下步骤：Instep 306, read the recorded prompt voice file from the memory or computer and play it to the other party, and perform the following steps:

步骤306a中，判断对方听到提示音后是否按任意键，如果是则转到步骤306c中，否则转到步骤306b中；Instep 306a, it is judged whether the other party presses any key after hearing the prompt tone, if yes, then go tostep 306c, otherwise go to step 306b;

步骤306b中，录音会播放完全，直至播放完毕，信号转换模块103在放音完毕后发送放音完毕信号给中心控制模块104，然后转到步骤306d中；Instep 306b, the recording will be played completely until the playback is completed, and the signal conversion module 103 sends a playback completion signal to the central control module 104 after the playback is completed, and then turns to step 306d;

步骤306c中，信号转换模块103检测到对方按键后停止放音并发送放音完毕信号给中心控制模块104，然后转到步骤306d中；Instep 306c, the signal conversion module 103 detects that the other party presses the button and stops playing the sound and sends a sound playing complete signal to the central control module 104, and then turns to step 306d;

步骤306d中，中心控制模块104在收到放音完毕信号后，记录下录音开始时间，通过电话硬件模块101或计算机显示来电提示给话务员；Instep 306d, the central control module 104 records the recording start time after receiving the playback completion signal, and displays an incoming call prompt to the operator through the telephone hardware module 101 or the computer;

步骤306e中，话务员看到有来电的信号后接听电话，然后转到步骤307中；Instep 306e, the operator answers the call after seeing the signal of an incoming call, and then turns to step 307;

步骤307中，中心控制模块104在收到放音完毕信号后，记录下录音开始时间，并通知信号转换模块103开始录音；Instep 307, the central control module 104 records the recording start time after receiving the playback completion signal, and notifies the signal conversion module 103 to start recording;

步骤308中，信号转换模块103记录下语音，传递给中心控制模块104，中心控制模块104把来电信息和语音数据写入存储器或计算机；Instep 308, the signal conversion module 103 records the voice and transmits it to the central control module 104, and the central control module 104 writes the incoming call information and voice data into the memory or computer;

步骤309中，对方挂机；Instep 309, the other party hangs up;

步骤310中，结束录音；Instep 310, end recording;

步骤311中，电话结束。Instep 311, the call ends.

如图4所示，是本发明第三实施例的流程图，用于说明计算机自动拨号后的处理流程，其中包括如下步骤：As shown in Figure 4, it is a flow chart of the third embodiment of the present invention, which is used to illustrate the processing flow after the computer automatically dials, including the following steps:

步骤401中，计算机发出自动拨号的指令；Instep 401, the computer sends an instruction for automatic dialing;

步骤402中，中心控制模块104接收到自动拨号的指令和电话号码后，控制硬件驱动模块102做程序摘机处理并拨号；Instep 402, after the central control module 104 receives the instruction and the telephone number for automatic dialing, it controls the hardware driver module 102 to perform program off-hook processing and dial;

步骤403中，判断拨出的号码是否正确，如果是则转到步骤404中，否则转到步骤418中；Instep 403, it is judged whether the dialed number is correct, if so, then proceed to step 404, otherwise proceed to step 418;

步骤404中，对方电话振铃；Instep 404, the other party's phone rings;

步骤405中，判断是否有人接听，如果是则转到步骤406中，否则转到步骤418中；Instep 405, it is judged whether there is someone to answer, if yes, then go to step 406, otherwise go to step 418;

步骤406中，信号转换模块103检测到摘机音，并反馈给中心控制模块104；Instep 406, the signal conversion module 103 detects the off-hook tone and feeds it back to the central control module 104;

步骤407中，中心控制模块104就从存储器或计算机内读取事先录制好的语音并开始放音；Instep 407, the central control module 104 reads the pre-recorded voice from the memory or the computer and starts playing;

步骤408中，判断对方是否挂机，如果没有挂机则转到步骤409中，如果挂机则转到步骤418中；Instep 408, it is judged whether the other party is on-hook, if not on-hook then go to step 409, if on-hook then go to step 418;

步骤409中，信号转换模块103在录音播放完毕后传递放音完毕的信号给中心控制模块104；Instep 409, the signal conversion module 103 transmits the signal that the playback is completed to the central control module 104 after the recording is played;

步骤410中，中心控制模块104通过计算机或电话硬件模块101向话务员发出自动拨号成功的提示，并通知信号转换模块103开始录音；Instep 410, the central control module 104 sends a reminder to the operator that the automatic dialing is successful through the computer or the telephone hardware module 101, and notifies the signal conversion module 103 to start recording;

步骤411中，话务员看到拨号成功的提示后开始通话；Instep 411, the operator starts talking after seeing the prompt that the dialing is successful;

步骤412中，信号转换模块103开始录音；Instep 412, the signal conversion module 103 starts recording;

步骤413中，信号转换模块103接收线路上的语音信号，转换为数字信号后传输给中心控制模块104，中心控制模块104把语音数据持续写入存储器或计算机；Instep 413, the signal conversion module 103 receives the voice signal on the line, converts it into a digital signal and transmits it to the central control module 104, and the central control module 104 continues to write the voice data into the memory or computer;

步骤414中，通话完毕；Instep 414, the call is completed;

步骤415中，对方挂机；Instep 415, the other party hangs up;

步骤416中，信号转换模块103检测到对方挂机信号后停止录音；Instep 416, the signal conversion module 103 stops recording after detecting the on-hook signal of the other party;

步骤417中，话务员挂机；Instep 417, the operator hangs up;

步骤418中，程序挂机处理，电话结束，继续拨打后面的电话号码。Instep 418, the program goes on-hook, the phone call ends, and the subsequent phone number continues to be dialed.

如果是步骤402中的拨出号码不正确，则当中心控制模块104控制硬件驱动模块102做程序挂机处理时，反馈给计算机或存储设备号码不正确的信息。如果是步骤408中对方挂机，则在挂机处理时反馈给计算机或存储设备号码对方不愿接听的信息。If the dialed number instep 402 is incorrect, when the central control module 104 controls the hardware driver module 102 to perform program hang-up processing, it will feed back information that the number of the computer or storage device is incorrect. If the other party hangs up instep 408, the information that the other party does not want to answer is fed back to the computer or the storage device number when the on-hook is processed.

本发明通过在现有电话中增加信号转换模块、中心控制模块和通信接口模块，在原有电话功能上，通过结合计算机或存储设备实现了呼叫中心所需的录音、放音、自动拨号等功能，并充分利用计算机的快速处理功能和巨大的存储容量，从而将电话机和计算机二者的优点结合起来，大大提高电话服务人员的效率，增强客户满意度；同时，在不改变用户对传统电话使用习惯的同时，又避免了通过网络使用计算机不安全的缺点，更易于让用户接受。In the present invention, by adding a signal conversion module, a central control module and a communication interface module to the existing telephone, on the basis of the original telephone function, by combining a computer or a storage device, functions such as recording, playback, and automatic dialing required by the call center are realized. And make full use of the fast processing function and huge storage capacity of the computer, so as to combine the advantages of the telephone and the computer, greatly improve the efficiency of the telephone service personnel, and enhance customer satisfaction; at the same time, without changing the user's use of the traditional telephone While getting used to it, it avoids the unsafe disadvantage of using computers through the network, making it easier for users to accept.

Claims (7)

1, a kind of telephone device that integrates communication and data processing is characterized in that, comprising telephony hardware module (101), Hardware drive module (102), signal conversion module (103), Central Control Module (104) and communication interface modules (105);

Described telephony hardware module (101) is connected with telephone wire, by the communication of telephone wire realization with telephone network;

Described Hardware drive module (102) is the phone control chip, and it is connected with telephony hardware module (101) by chip pin one end, is used to control the telephony hardware module, and the other end is connected with Central Control Module (104);

Described signal conversion module (103) one ends are connected with telephone wire, are used for obtaining signal and/or transferring signals to telephone wire from telephone wire, and the other end links to each other with Central Control Module (104);

Described Central Control Module (104) also links to each other with communication interface modules (105), is used for the transmission process data, and the operation of whole device is coordinated in control;

Described communication interface modules (105) is used to provide interface, finishes and extraneous transfer of data;

Described Hardware drive module (102) is used to drive the communication that telephony hardware module (101) is finished corresponding telephone function and realization and Central Control Module, and described telephony feature comprises dialing, dislodging machine, conversation and caller identification;

Described telephony hardware module comprises receiver, audio amplifier circuit, dial, caller identification screen and display circuit and dislodging machine circuit, also comprises the equipment that is used to indicate the status key of operator's state of living in and realizes dislodging machine function by program control;

Described equipment by program control phone dislodging machine comprises digital junction.

2, the telephone device that integrates communication and data processing according to claim 1, it is characterized in that, the signal that described signal conversion module (103) is obtained from telephone wire comprises the analog signal of the signaling-information and the speech of phone, and described signal conversion module (103) directly outputs to Central Control Module (104) after the signal that obtains from telephone wire is converted into digital signal; Described signal conversion module (103) is converted to analog signal to the digital signal of obtaining from Central Control Module (104), outputs on the telephone wire.

3, the telephone device that integrates communication and data processing according to claim 1, it is characterized in that, described Central Control Module (104) is used to finish processing and the analysis to data, control the various piece of this telephone device, coordinate its normal operation, and provide function interface directly to call to third party's application software.

4, the telephone device that integrates communication and data processing according to claim 1 is characterized in that, described communication interface modules (105) comprise with the interface of computer and with the interface of memory device at least one.

5, a kind of implementation method that integrates the telephone device of communication and data processing is characterized in that, comprising:

When (a) Hardware drive module (102) detects the actuating signal of telephony hardware module (101), finish the following step:

(a1) Hardware drive module (102) passes to Central Control Module (104) to detected signal,

(a2) Central Control Module (104) is analyzed and is handled the signal of being received,

(a3) Central Control Module (104) is done respective handling according to the signal type notification signal modular converter of receiving (103),

(a4) signal conversion module (103) is given Central Control Module (104) result after handling or the transfer of data that gets access to,

(a5) Central Control Module (104) is done relevant action according to the result after handling, or the data that receive are passed to memory device (107) or computer (106) by communication interface modules (105),

(a6) if outer what connect is memory device to telephone device, then memory device receives after the related data as file storage, imports to computer again in suitable,

(a7) if outer what connect is computer to telephone device, then computer as file storage, and by the analysis to data, is presented on the computer interface after receiving related data in real time;

(b) detect when on the telephone wire signal being arranged when signal conversion module (103), take the following step:

(b1) signal conversion module (103) is converted into digital signal to the signal on the telephone wire and outputs to Central Control Module (104),

(b2) Central Control Module (104) is done subsequent treatment according to signal type;

(c) when center control module (104) receives the actuating signal of computer and related data by communication interface modules (105), take the following step:

(c1) Central Control Module (104) is analyzed the actuating signal and the data that are obtained,

(c2) Central Control Module (104) is according to analysis result control hardware driver module (102),

(c3) Hardware drive module (102) drives hardware generation corresponding action according to the indication of Central Control Module (104), and the return results feedback information,

(c4) if computer has sent the actuating signal that need use signal conversion module (103), Central Control Module (104) meeting control signal modular converter (103) is finished corresponding action, and the reception result feedback.

6, the implementation method that integrates the telephone device of communication and data processing according to claim 5 is characterized in that, the actuating signal in the described step (a) comprises off-hook, button, sudden strain of a muscle is disconnected and on-hook; Signal on the telephone wire in the described step (b) comprises incoming telephone signal, the other side's push button signalling, voice signal and the other side's on-hook signal.

7, the implementation method that integrates the telephone device of communication and data processing according to claim 5, it is characterized in that, it is to output to Central Control Module (104) after the digital signal that the processing that signal conversion module (103) is done in the described step (a3) is meant the analog signal conversion of obtaining from telephone wire, and/or is transferred on the telephone wire after the digital signal of obtaining from Central Control Module (104) is converted to analog signal.

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