CN103731565B - A kind of method of calling, equipment and system realizing HD video call - Google Patents

Abstract

A call method, device and system for a call center. The method includes: the calling terminal calls through the UAP module and the CTI module of the voice call center system and routes to the designated called seat; the calling terminal establishes a voice call connection with the called seat; The high-definition video conference server applies for high-definition video conference site resource information, sends the information to the other party, and the two parties establish a high-definition video conference connection. At the same time, a calling device and system for a call center are provided. The call method provided by the embodiment of the present invention realizes the high-definition video call between the calling terminal and the called agent by integrating the call center and the high-definition video conferencing system; realizes that in addition to the call between the two parties, a third party is allowed to join the call ; Encapsulating the business type code of the business being processed in the sending call invitation message, so that the user does not need to select the called seat after connecting, but directly connects to the called seat to be selected.

Description

A calling method, device and system for realizing high-definition video calling

technical field

The invention relates to the communication field, in particular to a call method, equipment and system for a call center.

Background technique

With the rapid development of technology and informatization, users have more and more needs for communication, and the requirements for communication experience are getting higher and higher. Traditional call centers can only conduct voice calls and realize the most basic interactive functions with called agents.

With the development of 3G, the functions of the call center in the prior art are gradually enriched. Please refer to FIG. 1 for the network connection of the call center network elements in the prior art.

The existing call center can realize user access, IVR automatic voice response interaction, recording and other services. CTI performs unified queuing routing according to the user's choice or user access code, and routes to the designated called agent. And can realize the video call with the user.

However, the inventor found in the process of realizing the invention that there are at least the following problems in the prior art:

1. Video calls can be realized, but only in CIF format (352*288 pixels) and QCIF format (176*144 pixels) resolution;

2. It can be routed to the designated called seat according to the user's choice, but the user needs to manually select through the IVR system or other methods after the call is connected to route to the designated called seat;

3. The call center in the prior art can only realize two-party communication.

Contents of the invention

In view of this, it is necessary to provide a calling method, device and system for a call center. to solve the above problems.

The embodiment of the present invention provides a calling method of a call center, the method comprising:

The calling terminal calls through the UAP module and CTI module of the voice call center system and routes to the designated called seat;

The calling terminal establishes a voice call connection with the called agent;

One of the calling terminal and the called agent applies for high-definition video conference site resource information to the high-definition video conference server, sends the site resource information to the other party, and both parties establish a high-definition video conference connection.

The embodiment of the present invention also provides a calling terminal of a call center, including:

The SIP softphone module is used to make voice calls; call the high-definition video conferencing module, apply for a venue, and encapsulate call information;

The high-definition video conferencing module is connected to the SIP softphone module and is used to apply for high-definition video conference site resource information to the high-definition video conferencing server.

The embodiment of the present invention also provides a call center system, including:

The calling terminal is used for the user to handle the required business and conduct high-definition video and voice calls with the called agent;

UAP module, connected to the calling terminal, a unified queuing machine, all calling terminals are registered on this module;

The CTI module is connected with the UAP module and is used for routing to the designated called agent;

The called seat is connected to the CTI module, and is used for the teller to handle business for the user and conduct high-definition video and voice calls with the calling terminal;

The high-definition video conferencing server is connected to the calling terminal and the called agent, and is used for establishing a high-definition video conference connection between the calling terminal and the called agent.

The calling method of the call center provided by the embodiment of the present invention realizes the high-definition video call between the user and the called seat by integrating the call center with the high-definition video conferencing system; realizes that in addition to the two-party call, a third party is allowed to join the call Medium; by encapsulating the business type code of the business being processed in the sending call invitation message, the user does not need to select the called seat after connecting, but directly connects to the called seat to be selected;

Description of drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present invention or the prior art, the following will briefly introduce the drawings that need to be used in the description of the embodiments or the prior art. Obviously, the accompanying drawings in the following description These are some embodiments of the present invention. For those skilled in the art, other drawings can also be obtained according to these drawings without any creative effort.

Fig. 1 is a system structure diagram of the background technology of the present invention;

Fig. 2 is a system structure diagram of the present invention;

Fig. 3 is a device structure diagram of Embodiment 2 of the present invention;

Fig. 4 is the method flowchart of the third embodiment of the present invention;

Fig. 5 is a method structural diagram of Embodiment 4 of the present invention;

Fig. 6 is a method structural diagram of Embodiment 5 of the present invention;

Fig. 7 is a structural diagram of the method of Embodiment 6 of the present invention.

detailed description

In order to make the purpose, technical solutions and advantages of the embodiments of the present invention clearer, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the drawings in the embodiments of the present invention. Obviously, the described embodiments It is a part of embodiments of the present invention, but not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

An embodiment of the present invention provides a call center system that integrates a high-definition video conferencing system into a traditional voice call center. Please refer to FIG. 2. This example takes a bank remote service call center system as an example. Specifically, the system includes:

The calling terminal 101 is used for the user to handle the required business and conduct high-definition video and voice calls with the called agent;

UAP (Universal Access Platform, universal access platform) module 103, is connected with calling terminal 101, a kind of unified queuing machine, and all calling terminals are all registered on this module;

CTI (Computer Telephony Integration, computer telephony integration) module 105, is connected with UAP module 103, is used for routing to designated called seat;

The called seat 105 is connected to the CTI module, and is used for the teller to handle business for the user, and to conduct high-definition video and voice calls with the calling terminal;

The high-definition video conferencing server 107 is connected to the calling terminal 101 and the called agent 105, and is used for establishing a high-definition video conference connection between the calling terminal and the called agent.

The bank teller service server 109 is connected with the called seat 105, and is used for the teller to query user information and handle business for the user.

The embodiment of the present invention also provides a calling terminal, which is used for the user to handle the required services and conduct high-definition video and voice calls with the called agent. Please refer to Figure 3, which specifically includes:

SIP softphone module 1011, used for making voice calls;

The high-definition video conferencing module 1013 is configured to apply for venue resource information from the high-definition video conferencing server and join the high-definition video conferencing site.

It should be noted that the number called by the SIP softphone is written into the configuration file, and the specified number is called by default; the SIP softphone module can call the interface of the video conferencing module, apply for a site, and encapsulate the call message.

The embodiment of the present invention also provides a calling method for a call center. Taking the remote high-definition visual call center system of a bank integrated with a high-definition video conferencing system as an example, the method 1 of this method is specifically introduced, including the following steps, please refer to FIG. 4:

S101: The calling terminal applies for a high-definition video conference site resource;

After the user clicks the call button, the calling terminal invokes the high-definition video conferencing module to apply for site resource information from the high-definition video conferencing server; at the same time, it obtains the service type code and user information of the service type that the user is handling;

It should be noted that the high-definition video conference site resource information includes conference ID, conference password, high-definition video conference server server ID, server IP; service type code, used for description and identification, and is obtained by the calling terminal before the user calls the called agent. The type of business the user is handling; user information includes user ID card information and/or card number information;

S103: The calling terminal receives the high-definition video conference site resource information returned by the high-definition video conference server;

S105: The calling terminal joins a high-definition video conference site;

S107: the calling terminal sends INVITE call information to the UAP module;

After the calling terminal successfully joins the high-definition video conference site, the resource information, business type code, and user information of the high-definition video conference site are encapsulated in the INVITE call information of the SIP protocol through the softphone function, and sent to the UAP module;

S109: the UAP module sends the SP_Setup call information to the CTI module;

After the UAP module receives the INVITE call information sent by the calling terminal, it analyzes and temporarily records the high-definition video conference site resource information, service type, and user information; sends the SP_Setup call information to the CTI module, and encapsulates the service type code in SP_Setup in call information;

S111: the UAP module receives the SP_Setupack response information fed back by the CTI module;

The SP_Setupack information carries the identification information of the called agent.

S113: The CTI module routes to the designated called agent according to the service type code, and sends the call information to the designated called agent;

S115: The CTI module receives the ACK response information of the called agent;

S117: The UAP module sends an INVITE call message to the designated called agent;

After receiving the designated seat identification information returned by the CTI module, the UAP sends an INVITE call message to the designated called seat, and encapsulates the high-definition video conference site resource information and user information in the INVITE call message;

S119: The UAP module receives the ACK response information of the designated called agent;

After receiving the INVITE call information from the UAP module, the designated called agent returns ACK response information; at the same time, it analyzes the resource information and user information of the high-definition video conference site;

S121: The calling terminal receives the ACK response information of the called agent sent by the UAP module;

S123: The UAP module receives an off-hook message 200 OK from the designated called agent;

The teller at the designated called seat receives a prompt from the phone ringing or the seat bar, and performs an off-hook action; after the teller picks up the phone, the designated called seat returns an off-hook message 200 OK to the UAP;

It should be noted that the seat bar is the operation interface or operating equipment of the called seat;

S125: The calling terminal receives the 200OK response message returned by the UAP module, and learns that the called agent has picked up the phone;

S127: The CTI module receives the answering message of the designated called agent;

The designated called seat teller operates the seat bar to automatically answer or manually click to answer the call, calls the OCX control, and sends the answer message to the CTI module;

It should be noted that the OCX control refers to the OLE (Object Linking and Embedding) Custom Control control;

S129: The UAP module receives the SP ResourceConnect answering information sent by the CTI module;

S131: the UAP module sends the SP ResourceConnectRES response information to the CTI module;

S131: The UAP module sends a reINVITE message to the calling terminal; sends the reINVITE message to the designated called agent;

S133: The UAP module receives the ACK response information sent by the calling terminal; receives the ACK response information sent by the designated called agent;

S133: The UAP module establishes a two-way voice channel between the calling terminal and the designated called agent;

S135: The designated called agent joins the high-definition video conference site, and establishes a high-definition video call with the calling terminal;

After the teller at the designated called seat answers the call, he joins the high-definition video conference site as the conference chairman according to the obtained high-definition video conference site resource information, and establishes a high-definition video call with the calling terminal.

After the designated called agent establishes a high-definition video call with the calling terminal, he can call the bank teller service server to query the basic information of the user through the user information.

The call method of the call center provided by the embodiment of the present invention realizes the high-definition video call between the user and the called agent by integrating the call center with the high-definition video conferencing system; Type code, so that the user does not need to select the called agent after connecting, but directly connects to the called agent to be selected.

The embodiment of the present invention also provides method 2 of a calling method for a call center, still taking the remote high-definition visual call center system of a bank integrated with a high-definition video conferencing system as an example, including the following steps, please refer to Figure 5:

S201: the calling terminal sends INVITE call information to the UAP module;

The calling terminal obtains the service type information that the user is handling, and after the user clicks the call button, encapsulates the service type and user information into the INVITE call information through the softphone function, and sends it to the UAP module;

It should be noted that the service type code is used for description and identification, and is obtained by the calling terminal before the user calls the called agent, and the service type that the user is handling; user information includes user ID card information and/or card number information;

S203: The UAP module sends the SP Setup call information to the CTI module;

After the UAP module receives the INVITE call information sent by the calling terminal, it analyzes and temporarily records the service type and user information; sends the SP Setup call information to the CTI module, and encapsulates the service type code in the SP Setup call information;

S205: The UAP module receives the SP Setupack information fed back by the CTI module;

The SP_Setupack information carries the identification information of the called agent;

S207: The CTI module routes to the designated called agent according to the service type code, and sends the call information to the designated called agent;

S209: The CTI module receives the ACK response information of the called agent;

S211: The UAP module sends an INVITE call message to the designated called agent;

After the UAP receives the identification of the designated seat returned by the CTI module, it sends an INVITE call message to the designated called seat, and encapsulates the user information in the INVITE call message;

S213: The designated called agent sends ACK response information to the UAP module; at the same time, the HD video conference module is invoked to apply for HD video conference venue resource information from the HD video conference server;

It should be noted that the high-definition video conference venue resource information includes conference ID, conference password, high-definition video conference server server ID, server IP;

S215: The designated called agent receives the high-definition video conference site resource information returned by the high-definition video conference server, and joins the high-definition video conference site;

S217: The calling terminal receives the ACK response information sent by the UAP module;

It should be noted that S115 and S117 have no definite order and can be executed simultaneously or sequentially.

S219: The UAP module receives an off-hook message 200 OK from the designated called agent;

The teller of the designated called seat receives the prompt of the phone ringing or the seat bar, and performs an off-hook action; after the teller picks up the phone, the designated called seat encapsulates the resource information of the high-definition video conference site in the 200OK message and returns an off-hook message 200OK to UAP module;

S221: The UAP module parses the high-definition video conference site resource information in the 200OK message; and sends the parsed 200OK message to the calling terminal;

S223: The calling terminal analyzes the high-definition video conference site resource information according to the 200OK message sent by the UAP module;

S225: The calling terminal joins a high-definition video conference site;

S223: The CTI module receives the answering message of the designated called agent;

The designated called seat teller operates the seat bar to automatically answer or manually click to answer the call, calls the OCX control, and sends the answer message to the CTI module;

It should be noted that the OCX control refers to the OLE (Object Linking and Embedding) Custom Control control;

S225: The UAP module receives the SP_Setup answering information sent by the CTI module;

S227: The UAP module returns SP_Setupack information;

S229: The UAP module sends a reINVITE message to the calling terminal; sends the reINVITE message to the designated called agent;

S231: The UAP module receives the ACK response information sent by the calling terminal; receives the ACK response information sent by the designated called agent;

S233: The UAP module establishes a two-way voice channel between the calling terminal and the designated called agent;

S235: The calling terminal joins a high-definition video conference site, and establishes a high-definition video call with the called terminal.

The call method of the call center provided by the embodiment of the present invention realizes the high-definition video call between the user and the called agent by integrating the call center with the high-definition video conferencing system; Type code, so that the user does not need to select the called agent after connecting, but directly connects to the called agent to be selected.

This embodiment also provides a call transfer method for a call center, which is based on method 1 or method 2 of a call method for a call center: the calling terminal and the designated called seat have established normal high-definition video After the call, the teller at the called seat transfers the calling terminal to other called seats when the calling terminal user needs to handle other business. Please refer to Figure 6, including:

S301: The teller who designates the called seat sends the identification information of the called seat that the user needs to transfer and the user information to the CTI module;

It should be noted that user information includes user ID card information and/or card number information;

S303: The CTI module sends the SP Setup call information to the UAP module, and the call is transferred to the called agent;

S305: The UAP module sends the SP Setupack response information to the CTI module;

S307: The CTI module sends the user information to the transferred called agent;

S309: The UAP sends the INVITE call information to the transferred called agent, and encapsulates the resource information of the high-definition video conference site into the call information;

It should be noted that the high-definition video conference venue resource information includes conference ID, conference password, high-definition video conference server server ID, server IP;

S311: The transferred called agent sends ACK response information to the UAP module; and analyzes the high-definition video conference site resource information and user information;

S313: The UAP module receives the off-hook message 200 OK of the transferred called agent;

The teller at the transferred called seat gets the prompt of the phone ringing or the seat bar, and then performs an off-hook action; after the teller picks up the phone, the transferred called seat returns an off-hook message 200 OK to the UAP module;

S315: The CTI module receives the answering message of the transferred called agent;

The transferred called seat teller operates the seat bar to automatically answer or manually click to answer the call, calls the OCX control, and sends the answer message to the CTI module;

It should be noted that the OCX control refers to the OLE (Object Linking and Embedding) Custom Control control;

S317: The UAP module receives the SP ResourceConnect answering information sent by the CTI module;

S319: The UAP module returns SP ResourceConnectRes response information;

S321: The UAP module sends a reINVITE message to the calling terminal; sends the reINVITE message to the transferred called agent;

S323: The UAP module receives the ACK response information sent by the calling terminal; receives the ACK response information sent by the transferred called agent;

S325: The UAP module establishes a two-way voice channel between the calling terminal and the transferred called agent;

S327: After the teller of the transferred called seat answers the call, call the high-definition video conference module, join the high-definition video conference site as the conference chairman according to the obtained high-definition video conference site resource information, and establish a video call with the calling terminal; call the bank teller The business server handles business for the user; at the same time, the designated called agent exits the video meeting place.

The call method of the call center provided by the embodiment of the present invention realizes the high-definition video call between the user and the called agent by integrating the call center with the high-definition video conferencing system; Type code, so that the user does not need to select the called agent after connecting, but directly connects to the called agent to be selected.

This embodiment also provides a method for a third party in a call center to join a call, which is also based on method 1 or method 2 of a call method in a call center: the calling terminal and the designated called agent have established After a normal high-definition video call, when the teller at the called seat needs a third-party supervisor to perform an authorization task, invite the third-party supervisor to join the venue and authorize the current business. After the authorization is completed, the supervisor hangs up, and the teller continues to handle business for the user. Please refer to Figure 7, including:

S401: The teller who specifies the called seat sends the identification information and user information of the third party called seat that needs to join the call to the CTI module;

It should be noted that user information includes user ID card information and/or card number information;

S403: The CTI module sends the SP_Setup call information to the UAP module to call the third-party called agent;

S405: the UAP module sends SP_Setupack response information to the CTI module;

S407: The CTI module sends the user information to the third-party called agent;

S409: The UAP sends the INVITE call information to the third-party called agent, and encapsulates the resource information of the high-definition video conference site into the call information;

It should be noted that the high-definition video conference venue resource information includes conference ID, conference password, high-definition video conference server server ID, server IP;

S411: The transferred called agent sends ACK response information to the UAP module; and analyzes the high-definition video conference site resource information and user information;

The calling method of the call center provided by the embodiment of the present invention realizes the high-definition video call between the user and the called seat by integrating the call center with the high-definition video conferencing system; realizes that in addition to the two-party call, a third party is allowed to join the call Medium; by encapsulating the business type code of the business being processed in the sending call invitation message, the user does not need to select the called seat after connecting, but directly connects to the called seat to be selected;

Finally, it should be noted that: the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit them; although the present invention has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that: it can still be Modifications are made to the technical solutions described in the foregoing embodiments, or equivalent replacements are made to some of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of the various embodiments of the present invention.

Claims (8)

1. a calling method of call center, it is characterized in that, described calling method comprises the following steps: The calling terminal calls through the universal access platform UAP module and computer telephony integration CTI module of the voice call center system and routes to the designated called seat; The calling terminal establishes a voice call connection with the called agent; One of the calling terminal and the called seat applies for high-definition video conference site resource information to the high-definition video conference server, sends the site resource information to the other party, and both parties establish a high-definition video conference connection; The calling terminal is called through the UAP and CTI of the call center system and routed to the designated called seat, including: The calling terminal sends the call invitation information to the UAP; The UAP parses the call invitation information, and sends the parsed service type code to the CTI; The CTI is routed to the designated called agent according to the type of service code, and sends feedback information to the UAP, and the feedback information includes the identification information of the designated designated called agent; After receiving the feedback information, the UAP sends UAP call information to call the designated called agent. 2. The calling method according to claim 1, characterized in that, The call invitation information includes: INVITE signaling information; Service type code, used to describe and identify, the calling terminal obtains before the user calls the called agent, and the service type that the user is handling; User information, including user identity information and/or business information; The UAP call information includes: INVITE signaling message; User information, including user identity information and business information. 3. The calling method according to claim 1, wherein the calling terminal establishes a voice call connection with the called agent, comprising: After the called seat receives the UAP call information sent by the UAP, it returns a response message; parses the user information; The teller at the called seat picks up the phone and returns the off-hook message to UAP; The teller at the called seat answers the call and sends an answer message to CTI; After receiving the answer message sent by the CTI, the UAP initiates media renegotiation signaling, and establishes a two-way voice channel after the negotiation is successful. 4. The calling method according to claim 2 or 3, wherein when the calling terminal applies for high-definition video conference site information from the high-definition video conference server, and sends the site information to the called agent, it also includes: Before the calling terminal sends the call invitation information to the UAP, the calling terminal invokes the HD video conference module to apply for the HD video conference site ID and password information from the HD video conference server; The calling terminal receives the high-definition video conference site ID and password information provided by the high-definition video conference server returned by the high-definition video conference module; joins the high-definition video conference site; The call invitation information sent by the calling terminal includes: INVITE signaling message, service type code, user information, and high-definition video conference site ID and password information; After the UAP receives the feedback information, it sends the UAP call information to the number of the designated called agent, including: INVITE signaling message, user information, and high-definition video conference site ID and password information; After the called seat receives the UAP call information sent by the UAP, it returns a response message and also parses the high-definition video conference site ID and password information; After the two-way audio channel is established, the called agent joins the high-definition video conference site as the conference chairman according to the obtained high-definition video conference site ID and password information, and establishes a high-definition video call with the calling terminal. 5. The calling method according to claim 3, wherein when the called agent applies for the high-definition video conference site information to the high-definition video conference server, and sends the site information to the calling terminal, it also includes: After the called seat receives the UAP call information sent by the UAP, it returns a response message; while analyzing the user information, it invokes the high-definition video conferencing module to apply for a high-definition video conference site ID and password information to the high-definition video conference server; The called agent joins the high-definition video conference site after obtaining the ID and password information of the high-definition video conference site; After the called seat teller goes off-hook, the off-hook message returned includes: high-definition conference video site ID, password information; After receiving the off-hook message, the UAP parses the high-definition conference video site ID and password information therein; The media renegotiation signaling includes high-definition conference video site ID and password information; After receiving the media renegotiation signaling, the calling terminal parses the high-definition conference video site ID and password information therein, joins the high-definition video conference site, and establishes a high-definition video call with the called agent. 6. The calling method according to claim 1, wherein after the two parties establish a high-definition video conference connection, enabling a third party to join the high-definition video call includes: The teller at the called seat sends the transfer call information to the selected third-party teller; The third-party teller receives the transfer call information, and the UAP establishes a three-party voice channel; The third-party teller analyzes the high-definition video conference site ID and password information in the transferred call information, and joins the high-definition video conference site. 7. The calling method according to claim 1, wherein the establishment of the high-definition video call between the two parties is based on the high-definition decoding and transmission capabilities between the terminal of the high-definition video conferencing system and the high-definition video server. 8. A call center system, comprising: a calling terminal, a universal access platform UAP module, a computer telephony integrated CTI module, called seats and a high-definition video conferencing server; The calling terminal is used for the user to handle the required services, and to conduct high-definition video and voice calls with the called agent, including sending call invitation information to the UAP module; UAP module, connected with the calling terminal, a unified queuing machine, all calling terminals are registered on this module; used for parsing the call invitation information, and sending the parsed service type code to the CTI module ; The CTI module, connected with the UAP module, is used to route to the designated called seat; specifically, it is used to route to the designated called seat according to the type of service code, and send feedback information to the UAP, and the feedback information includes the The identification information of the specified called seat; The UAP module is further configured to send UAP call information to call the designated called agent after receiving the feedback information, so as to establish a voice call connection between the calling terminal and the designated called agent; The called seat is connected with the CTI module, and is used for the teller to handle business for the user, and carry out high-definition video and voice calls with the calling terminal; One of the calling terminal and the called seat is also used to apply for high-definition video conference site resource information from the high-definition video conference server, send the site resource information to the other party, and both parties establish a high-definition video conference connection; The high-definition video conference server is connected to the calling terminal and the called agent, and is used for establishing a high-definition video conference connection between the calling terminal and the called agent.