Mis on multisageduslik kakstoonvalimine?
Dual-tone multi-frequency signaling (also known as DTMF) is a telecommunications technology for transferring information between telephone devices and telephone switching centers by means of in-band audio tones sent over voice frequencies. Simply put, DTMF signaling translates audible tones from pressing keys on telephone keypads into readable information that telecom companies use to process incoming phone calls.
Telekommunikatsiooniettevõtete võrgustik Bell System võttis 1963. aastal kasutusele DTMF-funktsiooni. Hiljem sai see kaubamärgiks “Touch-Tone”, mida kasutatakse nuputelefonides. Seda kasutati peamiselt telefonisignaalide edastamiseks kohalikku keskusele ja sealt välja, kuigi DTMF muutis kaugkõned võimalikuks ja tänapäeval kasutatakse seda laialdaselt telekommunikatsioonis ja kõnekeskustes.
Nagu nimigi ütleb, kasutatakse multisageduslikus kakstoonvalimises kaheksat paaris edastatavat helisagedust, et kujutada kuusteist signaali, mida esindavad kümme numbrilist tähist, tähti A-D ning sümboleid # ja *. Klahvid A, B, C, D jäeti lõpuks välja tarbijate lauatelefonidest ja neid kasutatakse peamiselt telefonifirmade raadioseadmetes ja sisevõrgu juhtimisseadmetes.
Milleks multisageduslikku kakstoonvalimist kasutatakse?
DTMF määrab kaheksa erinevat helisagedust klaviatuuri ridadele ja veergudele. Iga numbririda on määratletud madala helisagedusega ja iga veerg kõrge helisagedusega. Kui numbrile või sümbolile vastavat klahvi vajutatakse, genereerib telefon tooni, mis ühendab samaaegselt kõrgsageduslikud ja madalsageduslikud signaalid. See unikaalne signaalipaar edastatakse seejärel kohalikku keskjaama ja dekodeeritakse, et määrata kindlaks, milline number valiti ja kuidas kõne asjakohaselt suunata. DTMF-signaali saab edastada aktiivsete telefoniliinide, interneti ja raadio kaudu.
The primary function of dual-tone multi-frequency signaling is identifying the dialed number and process information from customers. DTMF is employed in various industries ranging from telecommunications (inbound/ outbound call centers) and financial institutions (banks and credit card companies) to insurance and healthcare organizations. In call centers, DTMF signaling is mainly used to process user requests, obtain identification information, and route phone calls based on the keypad entries made by the caller. In addition, the DTMF technology is used in conjunction with IVR (Interactive voice response) and ACD (Automated call distribution) systems to navigate in-call menus and gather sensitive customer data.
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DTMF-signaalide kasutamisel on mitmeid eeliseid, näiteks:
- Higher security
When it comes to obtaining user input, dual-tone multi-frequency signaling provides a higher level of security. It reassures callers that their sensitive data (like credit card information, social security numbers, etc.) are protected and safe from malicious intents. As the human ear cannot interpret DTMF tones, sensitive customer information remains isolated from agents and call recording systems.
- Reduced probability of errors
Multisageduslik kakstoonvalimise tehnoloogial on ainult üks andmesisestuse suund. Ilma DTMF-teenuseta peaks helistaja andmed ette lugema, kuna agent peaks need oma töölauarakendusse sisestama, mis suurendab vigade võimalust mõlemal pool.
- Improved call center metrics
Obtaining user input via dual-tone multi-frequency signaling can also improve several inbound call center metrics, such as Average Handling Time (AHT). Since agents don’t need to repeat user details back to the caller to confirm the accuracy of the input, the average duration of an interaction with a caller is reduced. In addition, the increased security provided by DTMF can contribute to improved customer satisfaction levels.
Milline on erinevus impulssvalimise ja DTMF valimise vahel?
Pulse dialing and dual-tone multi-frequency (DTMF) dialing are the two systems used in telephone signaling to identify the telephone number that a caller dials. In pulse dialing, pulses are generated by rapidly connecting and disconnecting the telephone connection. Pulse dialing indicates each digit in the phone number by a series of clicks that corresponds only to that digit. Thus 1 is represented by one click, 2 by two clicks, and so on. The numbers are dialed with a short gap between pulses in order to identify one digit from the next. Pulse dialing technology is no longer actively used.
DTMF-valimine kasutab eri numbrite tähistamiseks erinevaid toone. Seega, selle asemel, et saata iga numbri jaoks mitu signaali, saadetaks iga numbri jaoks ainult üks. Enne DTMF-valimise kasutuselevõttu sõltusid telefonisidevõrgud impulssvalimisest. Selle puuduseks oli aga see, et see piirdus kohalike keskuste ühendustega ja nõudis vaheoperaatorit kaugkõnede ühendamiseks. Pärast DTMF kasutuselevõtmist muutus puutetundlik valimine peamiseks valimismeetodiks, mis järk-järgult asendas impulssvalimise (koos sellega seotud pöörleva numbrivalijaga telefonil). Sellele vaatamata suudab enamik toonvalimist kasutavaid telefonisüsteeme tuvastada ja kasutada ka impulssvalimist.
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Frequently Asked Questions
What is dual-tone multi-frequency signaling?
Dual-tone multi-frequency signaling (DTMF), also called touch-tone, is a system used for telecommunication signaling over an active telephone line in the voice frequency band between communication devices. Whenever a number is dialed, the DTMF is decoded by the local exchange in order to route the call. DTMF systems use eight different frequency signals transmitted in pairs (one high frequency and one low frequency) to represent 16 different numbers, letters, and symbols.
What is dual-tone multi-frequency signaling used for?
Today, the DTMF signaling technology is widely used in the call center industry to route incoming calls using the keypad entries made by the caller and process user requests. When paired with Interactive Voice Response (IVR), DTMF provides automated self-service menu selection and gathers sensitive customer data. As a result, it has a number of advantages, such as the reduced probability of errors, higher security, and improved metrics (reduced average call handling time).
What is the difference between pulse dialing and DTMF dialing?
Pulse dialing and dual-tone multi-frequency dialing (tone dialing) are the two methods used in telephone signaling to recognize the dialed number. Pulse dialing uses different signal pulses to indicate the phone number dialed by a caller, while DTMF dialing uses specific tones to indicate the number. Since the introduction of DTMF, pulse dialing has lost its significance. Tone dialing has now become the standard for telephone companies worldwide.
Expert note
Multisageduslik kakstoonvalimine (DTMF) on telekommunikatsioonitehnoloogia, mis kasutab helisignaale numbrite ja muu teabe edastamiseks telefonide ja vahetuskeskuste vahel.
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