IVR文件和语音

ivr/IVR_Auto.xml

+<?xml version="1.0" encoding="utf-8"?>
+<ivr>
+	<flow Name="IVR_Auto" Type="normal" MatchedNum="." MatchedLine="|-1|" Concurrency="1">
+		<cell Name="CELL_START" Pos="1" Next="2" Note="开始节点" />
+		<!--
+			exec P_OptCallRecords 'tel','callid',type,bustype,mydkey,'recfile'
+			tel:来电号码%[CallerID]
+			callid:中间件定义%[CallID]
+			type:执行类型：1.插入通话记录；2.更新挂机时间；3.更新排队开始时间；4.插入留言；5.更新满意度
+			bustype:业务选择，用于需要有按键选择业务按键值
+			mydkey:满意度按键值，1满意，2一般，3不满意
+			recfile:留言的录音文件:%[CallID]_%[CallerID]_%[StartTime].wav
+			插入通话记录示例：exec P_OptCallRecords '%[CallerID]','%[CallID]',1,0,1,'' 
+		-->
+		<cell Name="CELL_SQL" Pos="2" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr="exec P_OptCallRecords '%[CallerID]','%[CallID]',1,0,'1','' " 
+		IsSaved="no" SuccessPos="3" FailPos="3" Note="插入通话记录" />
+		<cell Name="CELL_DEFINEVAR" Pos="3" Next="4" Note="定义变量节点">
+			<DefVar VarType="1" VarName="AgentNo" VarVal="0" />
+			<DefVar VarType="1" VarName="AgentExtNo" VarVal="0" />
+			<DefVar VarType="1" VarName="KeyGroup" VarVal="0" /><!--坐席组按键值-->
+			<DefVar VarType="1" VarName="GroupID" VarVal="0" /><!--通过坐席组按键值 获取相应的坐席组ID-->
+			<DefVar VarType="1" VarName="Key" VarVal="0" />
+			<DefVar VarType="1" VarName="BlackListVerify" VarVal="0" />
+			<DefVar VarType="1" VarName="HolidayVerify" VarVal="0" />
+			<DefVar VarType="1" VarName="zbdh" VarVal="0" />
+		</cell>
+		<!--黑名单-->
+		<cell Name="CELL_SQL" Pos="4" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr="exec P_GetBlacklist  '%[CallerID]','%[CallID]' " IsSaved="yes" SuccessPos="5" FailPos="5" Note="读取黑名单" />
+		<cell Name="CELL_RECORDSET" Pos="5" LPos="6" EPos="6" GPos="6" Note="取黑名单结果">
+			<Map Var="BlackListVerify" />
+		</cell>
+		<cell Name="CELL_COMPARE" Pos="6" Data1Type="2" Data2Type="1" Data3Type="1" Data1="BlackListVerify" Data2="0" Data3="" VarType="1" CompareType="2" TruePos="26" FalsePos="8" Note="判断黑名单" />
+		<!--黑名单提示音-->
+		<cell Name="CELL_AUDIODTMF" Pos="26" PlayType="2" ContentType="1" Content="D:\CTI\wav\黑名单提示音.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" 
+		TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="" SuccessPos="25" FailPos="24" HangupPos="24" Note="黑名单提示音" />
+		<!--黑名单提示音-->
+		<!--黑名单-->
+		
+		<!--欢迎词-->
+		<!-- <cell Name="CELL_AUDIODTMF" Pos="12" PlayType="2" ContentType="1" Content="D:\CTI\wav\欢迎词.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50"  TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="8" FailPos="24" HangupPos="24" Note="放欢迎词" /> -->
+		<!--欢迎词-->
+		
+		<!--节假日-->
+		<!--判断是否加班或节假日，是放节假日音后挂机，否转坐席-->
+		<cell Name="CELL_SQL" Pos="8" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr="exec P_GetHolidays" IsSaved="yes" SuccessPos="9" FailPos="603" Note="节假日查询" />
+		<cell Name="CELL_RECORDSET" Pos="9" LPos="10" EPos="10" GPos="10" Note="取节假日结果">
+			<Map Var="HolidayVerify" />
+		</cell>
+		<cell Name="CELL_COMPARE" Pos="10" Data1Type="2" Data2Type="1" Data3Type="1" Data1="HolidayVerify" Data2="0" Data3="" VarType="1" CompareType="2" TruePos="603" FalsePos="11" Note="判断节假日" />
+		<cell Name="CELL_AUDIODTMF" Pos="11" PlayType="2" ContentType="1" Content="D:\CTI\wav\假期提示音.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" 
+		TTSEngine="0" StopWhenDtmf="1" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="" SuccessPos="24" FailPos="24" HangupPos="24" Note="放节假日音" />
+		<!--节假日-->
+		
+		
+		<!--排队，转坐席-->
+		<cell Name="CELL_SQL" Pos="603" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr="exec P_GetSeatGroup '%[CallerID]','%[CalleeID]'" 
+		IsSaved="yes" SuccessPos="604" FailPos="24" Note="获取坐席组ID" />
+		<cell Name="CELL_RECORDSET" Pos="604" LPos="501" EPos="501" GPos="501" Note="获取坐席组ID结果">
+			<Map Var="GroupID" />
+		</cell>
+		
+		<cell Name="CELL_SQL" Pos="501" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr=" exec P_OptCallRecords '%[CallerID]','%[CallID]',3,%[KeyGroup],'1','' " IsSaved="no" SuccessPos="13" FailPos="13" Note="更新排队开始时间" />
+		<!--坐席排队时，没有登录坐席直接转值班电话，无空闲坐席转坐席全忙放音，有空闲坐席继续播报-->
+		<!--Strategy：座席分配策略，1循环接听、2最大空闲接听、3最少接听接听、4指定坐席接听，指定多座席时，坐席工号之间用‘|’分隔，坐席数不要超过4个。-->
+		<cell Name="CELL_QUEUE" Pos="13" Strategy="2" VipLevelType="1" VipLevel="0" GroupType="2" Group="GroupID" AgentVar="AgentNo" ExtenVar="AgentExtNo" 
+		NoAgentPos="29" NoFreePos="14" SuccessPos="18" HangupPos="24" Note="排队节点" />
+		
+		<cell Name="CELL_AUDIODTMF" Pos="14" PlayType="1" ContentType="1" Content="D:\CTI\wav\坐席全忙.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" 
+		TTSEngine="0" StopWhenDtmf="1" MaxKeyCount="1" KeyPressInterval="3" FinishKey="#" KeyVar="Key" SuccessPos="15" FailPos="24" HangupPos="24" Note="坐席全忙放音" />
+		<cell Name="CELL_BRANCH" Pos="15" Var="Key" DefaultPos="14" Note="分支节点">
+			<Branch Value="1" Pos="16" /><!--1.继续等待-->
+		</cell>		
+		<cell Name="CELL_CONTINUEQUEUE" Pos="16" Agent="AgentNo" Exten="AgentExtNo" Audio="D:\CTI\wav\保持音.wav" Timeout="60" SuccessPos="18" HangupPos="24" TimeoutPos="14" Note="继续排队节点" />
+		<cell Name="CELL_CANCELQUEUE" Pos="17" Reason="等烦了" Next="24" Note="放弃排队节点" />		
+		<cell Name="CELL_AUDIODTMF" Pos="18" PlayType="2" ContentType="1" Content="D:\CTI\wav\通话录音提示音.wav" TTSNumMode="1" 
+		TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="31" FailPos="24" HangupPos="24" Note="转接电话提示录音" />
+		<cell Name="CELL_AUDIODTMF" Pos="31" PlayType="2" ContentType="2" Content=" `vs40 您好, `dig`vs30 %[AgentNo] `vs50 号话务员为您服务." TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="19" FailPos="24" HangupPos="24" Note="播报工号" />
+		<cell Name="CELL_TURNAGENT" Pos="19" Exten="AgentExtNo" SuccessPos="25" FailPos="17" HangupPos="24" Note="转座席节点">
+		  <BandData Var="CallID" />
+		</cell>
+		<!--排队，转坐席-->
+				
+		<!--转值班电话-->
+		<cell Name="CELL_AUDIODTMF" Pos="29" PlayType="2" ContentType="1" Content="D:\CTI\wav\转值班电话提示.wav" TTSNumMode="1" TTSSpeed="50" TTSVolume="50" TTSEngine="0" StopWhenDtmf="2" MaxKeyCount="1" KeyPressInterval="0" FinishKey="#" KeyVar="" SuccessPos="701" FailPos="24" HangupPos="24" Note="转值班电话提示音" />
+		<cell Name="CELL_SQL" Pos="701" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr="EXEC P_GetZBDH " IsSaved="yes" SuccessPos="702" FailPos="24" Note="获取值班电话" />
+		<cell Name="CELL_RECORDSET" Pos="702" LPos="30" EPos="30" GPos="30" Note="获取值班电话结果">
+			<Map Var="zbdh" />
+		</cell>
+		<cell Name="CELL_TRANSFEROUT" Pos="30" CalleeNumType="2" CalleeNum="zbdh" Timeout="60" SuccessPos="25" FailPos="24" Note="转值班电话" />
+		<!--转值班电话-->
+		
+		<!---->
+		<cell Name="CELL_SQL" Pos="24" ConnStr="Provider=SQLOLEDB.1;Password=800100;Persist Security Info=True;User ID=sa;Initial Catalog=CallCenter5.1;Data Source=192.168.4.18" SqlStr=" exec P_OptCallRecords '%[CallerID]','%[CallID]',2,0,'1','' " IsSaved="no" 
+		SuccessPos="204" FailPos="25" Note="更新挂机时间" />
+		<cell Name="CELL_HANGUP" Pos="204" Next="25" Note="挂机节点" />
+		<cell Name="CELL_END" Pos="25" Note="结束节点" />	
+		<!---->
+	</flow>		
+</ivr>

ivr/sql/sql_P_GetBlacklist.sql

+/****** Object:  StoredProcedure [dbo].[P_GetBlacklist]    Script Date: 03/10/2018 09:47:19 ******/
+IF  EXISTS (SELECT * FROM sys.objects WHERE object_id = OBJECT_ID(N'[dbo].[P_GetBlacklist]') AND type in (N'P', N'PC'))
+DROP PROCEDURE [dbo].[P_GetBlacklist]
+GO
+/****** Object:  StoredProcedure [dbo].[P_GetBlacklist]    Script Date: 03/10/2018 09:47:19 ******/
+SET ANSI_NULLS ON
+GO
+
+SET QUOTED_IDENTIFIER ON
+GO
+
+
+
+
+CREATE PROCEDURE [dbo].[P_GetBlacklist] 
+(
+  @Tel NVARCHAR(50),
+  @Callid NVARCHAR(50)
+)
+AS
+BEGIN
+
+	SET NOCOUNT ON;
+	declare @c int=0;
+	
+	select top 1 @c=COUNT(1) from T_Call_Blacklist 
+	where isnull(F_TelPhone,'')like '%'+@Tel+'%'  
+		and F_IsDelete=0 
+		and getdate() between F_SetTime and F_RemoveTime 
+	
+	if @c>0
+	begin
+		update T_Call_CallRecords set CallState=1,DealType=1,IsDeal=1 where CallId=@Callid
+		update T_Call_Blacklist set F_InterceptNum=F_InterceptNum+1
+	where isnull(F_TelPhone,'')like '%'+@Tel+'%'  
+		and F_IsDelete=0 
+		and getdate() between F_SetTime and F_RemoveTime 
+	end
+	
+	select @c as BlackListVerify
+END
+
+
+
+GO
+
+

ivr/sql/sql_P_GetHolidays.sql

+/****** Object:  StoredProcedure [dbo].[P_GetHolidays]    Script Date: 03/10/2018 09:47:59 ******/
+IF  EXISTS (SELECT * FROM sys.objects WHERE object_id = OBJECT_ID(N'[dbo].[P_GetHolidays]') AND type in (N'P', N'PC'))
+DROP PROCEDURE [dbo].[P_GetHolidays]
+GO
+
+/****** Object:  StoredProcedure [dbo].[P_GetHolidays]    Script Date: 03/10/2018 09:47:59 ******/
+SET ANSI_NULLS ON
+GO
+
+SET QUOTED_IDENTIFIER ON
+GO
+
+
+
+
+
+CREATE PROCEDURE [dbo].[P_GetHolidays] 
+AS
+BEGIN
+
+	SET NOCOUNT ON;
+	
+	declare @count int=0;
+	
+	
+	SELECT @count=count(*) FROM T_Sys_WorkCalendar 
+		WHERE getdate() between F_DateId and DATEADD(dd,1,F_DateId) 
+			AND F_WorkingFlag=1 
+			AND Convert(varchar(20),getdate(),108)>=Convert(varchar(20),'08:00:00',108) 
+			AND Convert(varchar(20),getdate(),108)<=Convert(varchar(20),'18:00:00',108)
+	
+	
+	
+	select @count as HolidayVerify
+END
+
+
+
+
+GO
+
+

ivr/sql/sql_P_GetSeatGroup.sql

+/****** Object:  StoredProcedure [dbo].[P_GetSeatGroup]    Script Date: 03/10/2018 09:48:37 ******/
+IF  EXISTS (SELECT * FROM sys.objects WHERE object_id = OBJECT_ID(N'[dbo].[P_GetSeatGroup]') AND type in (N'P', N'PC'))
+DROP PROCEDURE [dbo].[P_GetSeatGroup]
+GO
+
+/****** Object:  StoredProcedure [dbo].[P_GetSeatGroup]    Script Date: 03/10/2018 09:48:37 ******/
+SET ANSI_NULLS ON
+GO
+
+SET QUOTED_IDENTIFIER ON
+GO
+
+
+
+
+
+
+CREATE PROCEDURE [dbo].[P_GetSeatGroup] 
+(
+	@Caller NVARCHAR(50), --主叫号码
+	@Callee NVARCHAR(50) --被叫号码
+)
+AS
+BEGIN
+
+	SET NOCOUNT ON;
+	
+	declare @locationID int--主叫号码的归属地ID
+	declare @areacode nvarchar(50)--区号
+	declare @usercode nvarchar(50)--需要返回的坐席
+	declare @zxzid int --坐席组ID
+	
+	--根据被叫号码获取对应坐席组
+	if @Callee='8001'
+	begin
+		select @zxzid= F_ZXZID from T_Sys_SeatGroup where F_ZXZCode='KFZ'
+	end
+	else
+	begin
+		--处理主叫号码 获取手机号码前7位
+		declare @first char(5)
+		declare @Top7 char(10)
+		set @first=LEFT(@Caller, 1);
+		if @first='0'
+		begin
+			set @Top7=SubString(@Caller, 2,8);
+		end
+		else
+		begin
+			set @Top7=LEFT(@Caller, 1);
+		end
+		--根据前7位获取区号
+		select @areacode=F_ZipCode FROM T_Sys_MobileData where F_MobileNum=@Top7
+		--根据区号获取地区ID
+		select @locationID=id FROM tel_location where tel=@areacode
+		--根据地区ID获取对应负责的坐席组ID
+		select @zxzid=userid from telloc_users where tellocid=@locationID
+	end
+	
+	select @zxzid
+	
+END
+
+
+
+
+
+GO
+
+

ivr/sql/sql_P_GetZBDH.sql

+/****** Object:  StoredProcedure [dbo].[P_GetZBDH]    Script Date: 03/10/2018 09:49:33 ******/
+IF  EXISTS (SELECT * FROM sys.objects WHERE object_id = OBJECT_ID(N'[dbo].[P_GetZBDH]') AND type in (N'P', N'PC'))
+DROP PROCEDURE [dbo].[P_GetZBDH]
+GO
+/****** Object:  StoredProcedure [dbo].[P_GetZBDH]    Script Date: 03/10/2018 09:49:33 ******/
+SET ANSI_NULLS ON
+GO
+
+SET QUOTED_IDENTIFIER ON
+GO
+
+
+CREATE PROCEDURE [dbo].[P_GetZBDH] 
+AS
+BEGIN
+
+	SET NOCOUNT ON;
+	declare @zbdh varchar(50)
+	declare @zbid int
+	select Top 1 @zbdh=F_ZBDH,@zbid=F_ZBID from T_Call_ZBDH order by F_CallinTime,F_ZBID
+	
+	update T_Call_ZBDH set F_CallinTime=GETDATE() where F_ZBID=@zbid
+
+    
+	select @zbdh
+END
+
+GO
+
+

ivr/sql/sql_P_OptCallRecords.sql

+/****** Object:  StoredProcedure [dbo].[P_OptCallRecords]    Script Date: 03/10/2018 09:46:16 ******/
+IF  EXISTS (SELECT * FROM sys.objects WHERE object_id = OBJECT_ID(N'[dbo].[P_OptCallRecords]') AND type in (N'P', N'PC'))
+DROP PROCEDURE [dbo].[P_OptCallRecords]
+GO
+
+/****** Object:  StoredProcedure [dbo].[P_OptCallRecords]    Script Date: 03/10/2018 09:46:16 ******/
+SET ANSI_NULLS ON
+GO
+
+SET QUOTED_IDENTIFIER ON
+GO
+
+
+
+CREATE PROCEDURE [dbo].[P_OptCallRecords] 
+(
+  @Tel NVARCHAR(50), --来电号码
+  @Callid NVARCHAR(50),--callid
+  @type int,--1.插入通话记录；2.更新挂机时间；3.更新排队开始时间；4.插入留言；5.更新满意度
+  @bustype int,
+  @mydkey NVARCHAR(5),
+  @recfile nvarchar(50) --留言的录音文件
+)
+AS
+BEGIN
+
+	SET NOCOUNT ON;
+	if @type=1
+	begin--1.插入通话记录；
+		INSERT INTO T_Call_CallRecords(CallId,CallNumber,CallType,CallState,DealType,BeginTime,IvrStartTime,IvrEndTime,EndTime,LongTime,IsDeal,OperateType,MYD) 
+		VALUES(@Callid,@Tel,0,0,0,GETDATE(),GETDATE(),GETDATE(),GETDATE(),0,0,0,@mydkey)
+	end
+	else if @type=2
+	begin--2.更新挂机时间；
+		update T_Call_CallRecords set EndTime=GETDATE() where CallId=@Callid
+	end
+	else if @type=3
+	begin--3.更新排队开始时间；
+		update T_Call_CallRecords set BusinessType=@bustype, WaitStartTime=GETDATE() where callid=@Callid
+	end
+	else if @type=4
+	begin--4.插入留言；
+		INSERT INTO T_Call_LeaveRecord(F_CallId,F_Phone,F_LeaveTime,F_Status,F_RecFileUrl) 
+		VALUES(@Callid,@Tel,GETDATE(),0,@recfile)
+	end
+	else if @type=5
+	begin--5.更新满意度
+		update T_Call_CallRecords set MYD=@mydkey where CallId=@Callid
+	end
+END
+
+
+GO
+
+