Call center system and method for obtaining interface invoke information

• US 20070058793A1
• Filed: 07/12/2006
• Published: 03/15/2007
• Est. Priority Date: 07/12/2005
• Status: Active Grant

• Current Assignee: Huawei Technologies Co., Ltd. (Huawei Investment & Holding Co., Ltd.)
• Original Assignee: Huawei Technologies Co., Ltd. (Huawei Investment & Holding Co., Ltd.)
• Inventors: Li, Wentao, Cui, Zhongfeng
• Granted Patent: US 8,175,256 B2
• Time in Patent Office: Days
• US Class Current: 379/191
• CPC Class Codes: H04M 2201/36 Memories
• CPC Class Codes: H04M 2203/2011 Service processing based on information specified by a party before or during a call, e.g. information, tone or routing selection
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

The present invention discloses a call center system and a method for obtaining interface invoke information to realize automatic analysis of the user behaviors. The method includes steps of sending a connection establishment request message to a user interface server by a call center client after a service is activated; allocating a connection identification for the activated service and sending a response message after the user interface server receives the connection request message; performing interactions between the call center client and the user interface server and recording the interaction message according to the connection identification attached in the interaction message; and decomposing the recorded interaction message and obtaining the information on the application programming interface invoked by each service according to the name of the application programming interface corresponding to the interface identification obtained from each message.

Claims

1. A call center system comprising a call center client, a core server, a user interface server and a protocol interaction recording module,

the call center client being configured to provide various services matching with the call center system, generating a message corresponding to the service and transferring the message to the core server through the user interface server;

the core server being configured to process the message transferred by the user interface server and transferring the process result to the call center client through the user interface server; and

the protocol interaction recording module being connected to the call center client and the UIS, and recording the interaction message as well as the relative information of the interaction message during the protocol interaction procedure between the call center client and the UIS, wherein the interaction message including an interface identification of the invoked application programming interface and a connection identification corresponding to the service, wherein,

the call center system further comprises;

a protocol interaction decomposing module for decomposing each interaction message recorded by the protocol interaction recording module according to the predefined message structure; and

a protocol interaction analysis module for generating the invoke information of the application programming interface according to the decomposed information by the protocol interaction decomposing module.

2. The system according to claim 1, wherein,

the protocol interaction decomposing module and the protocol interaction analysis module are two individual modules or integrated as one module.

3. The system according to claim 1, wherein,

the relative information of the interaction message comprises the transmitter and the receiver of each interaction message and/or the interaction time of each interaction message.

4. The system according to claim 2, wherein,

the relative information of the interaction message comprises the transmitter and the receiver of each interaction message and/or the interaction time of each interaction message.

5. A method for obtaining the interface invoke information, comprising the steps of:

sending a connection establishment request message to a user interface server by a call center client after a service is activated;

upon receiving the connection request message, the UIS allocating a connection identification for the activated service and sending a response message;

performing interactions between the call center client and the user interface server, wherein the interaction messages are attached with the connection identification of the activated service and the interface identification corresponding to the application programming interface invoked during the interaction processing, and recording the interaction message according to the connection identification attached in the interaction message; and

decomposing the recorded interaction messages and obtaining the information of the application programming interface invoked by each service according to the name of the application programming interface corresponding to the interface identification obtained from each message.

6. The method according to claim 5, wherein,

the recorded interaction messages are decomposed one by one according to the interaction sequence of the interaction message to obtain the sequence of the application programming interface invoked by each service.

7. The method according to claim 5, wherein,

the frequency of the application programming interface invoked by each service is obtained according to the name of the application programming interface.

8. The method according to claim 5, wherein,

the interaction messages between the call center client and the user interface server adopt the same message structure;

and

the recorded interaction message is decomposed according to the message structure.

9. The method according to claim 6, wherein,

the interaction messages between the call center client and the user interface server adopt the same message structure;

and

the recorded interaction message is decomposed according to the message structure.

10. The method according to claim 7, wherein,

the interaction messages between the call center client and the user interface server adopt the same message structure;

and

the recorded interaction message is decomposed according to the message structure.

11. The method according to claim 8, wherein,

recording the interaction message further comprises recording relative information of the interaction message;

and

the relative information of the interaction message comprises the transmitter and the receiver of each interaction message and/or the interaction time of each interaction message.

12. The method according to claim 9, wherein,

recording the interaction message further comprises recording relative information of the interaction message;

and

the relative information of the interaction message comprises the transmitter and the receiver of each interaction message and/or the interaction time of each interaction message.

13. The method according to claim 10, wherein,

recording the interaction message further comprises recording relative information of the interaction message;

and

the relative information of the interaction message comprises the transmitter and the receiver of each interaction message and/or the interaction time of each interaction message.

14. An apparatus for processing messages, comprising:

a collection module configured to receive and store the messages from call center clients, every said message including an interface identification and a connection identification; and

a processing module configured to process said messages stored in said collection module,

wherein upon obtaining said messages, the processing module obtaining and analyzing the interface identification and connection identification of every said message.

15. The apparatus of claim 14, wherein the processing module includes:

a protocol interaction decomposing module configured to decompose said messages stored in said collection module and output the interface identification and connection identification of every said message; and

a protocol interaction analysis module configured to analyzing the interface identification and connection identification.

16. The apparatus of claim 14, wherein said interface identification is corresponding to the type of an application programming interface;

and said connection identification is corresponding to the type of a service.

17. An apparatus for processing messages, comprising:

a unit configured to;

receive and store the messages from call center clients, every said message including an interface identification and a connection identification;

obtain the interface identification and connection identification of every said message; and

analyze the interface identification and connection identification.

18. An apparatus of claim 17, wherein said interface identification is responding to the type of an application programming interface;

said connection identification is responding to the type of a service.

19. A system for processing messages, comprising:

a client terminal configured to generate messages corresponding to services respectively;

a user interface module connected to said client terminal, for receiving said messages;

a server connected to said user interface module, for receiving said messages and sending responses corresponding to said messages to said client terminal; and

a unit connected to said client terminal and user interface module, for receiving and storing the messages from said client terminal, every said message including an interface identification and a connection identification;

obtaining the interface identification and connection identification of every said message; and

analyzing the interface identification and connection identification.

20. The system of claim 19, wherein said unit further comprises:

a decomposing module configured to decompose said messages stored in said collection module and output the interface identification and connection identification of every said message;

an analyzing module configured to analyze the interface identification and connection identification.

21. The system of claim 19, wherein said interface identification is corresponding to the type of an application program interface;

said connection identification is corresponding to the type of a service.