WO2014056320A1

WO2014056320A1 - Calling method, device and system for achieving high-definition video calls

Info

Publication number: WO2014056320A1
Application number: PCT/CN2013/074765
Authority: WO
Inventors: 苏业刚
Original assignee: 华为技术有限公司
Priority date: 2012-10-12
Filing date: 2013-04-26
Publication date: 2014-04-17
Also published as: CN103731565A; CN103731565B

Abstract

A calling method, device and system for a call centre.The method comprises: a calling terminal calling and routing to a designated called agent by a UAP module and a CTI module of a voice call centre system;the calling terminal establishing a voice call connection with the called agent;and one party of the calling terminal and the called agent applying for information about conference site resources of a high-definition video conference to a high-definition video conference server, and sending the information to the other party, so as to establish a high-definition video conference connection between the two parties.Provided at the same time are a calling device and system for a call centre.By integrating the call centre with a high-definition video conference system, the calling method provided in the embodiments of the present invention achieves the high-definition video calls between the calling terminal and the called agent;results in a third party being allowed to join a call aside from the two parties in the call;and enables a user to directly put through the called agent to be selected without needing to select the called agent after putting through the call by encapsulating a service type code of the service being handled in a sent call invitation message.

Description

Calling method, device and system for realizing high-definition video call This application claims to be submitted to the Chinese Patent Office on October 12, 2012, and the application number is 201210387425. 3, the invention name is "a call method and device for realizing high-definition video call" The priority of the Chinese Patent Application, the entire disclosure of which is incorporated herein by reference. The present invention relates to the field of communications, and in particular, to a call center method, device, and system for a call center. BACKGROUND OF THE INVENTION With the rapid development of information technology, users have more and more demands for communication, and the experience of communication is becoming higher and higher. The traditional call center can only make voice calls and realize the most basic interaction with the called agent. Features.

With the development of 3G, the functions of existing technology call centers have gradually enriched. Refer to Figure 1 for the connection of the existing call center NEs.

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

However, the inventors found in the course of realizing the invention that the prior art has at least the following problems:

1, can make video call calls, but only in CIF format (352 * 288 pixels) and QCIF format (176 * 144 pixels) resolution;

2. It can be routed to the designated called agent according to the user's choice, but the user needs to call after the call is connected. To be routed to the designated called party by manual selection through the IVR system or other means; 3. The prior art call center can only implement two-party calling.

SUMMARY OF THE INVENTION In view of the above, it is necessary to provide a calling method, apparatus and system for a call center. To solve the above problem.

An embodiment of the present invention provides a call center call method, where the method includes:

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

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

The calling terminal and the one-way HD video conference server in the called party apply for the HD video conference site resource information, and send the site resource information to the other party, and the two parties establish a high-definition video conference connection.

The embodiment of the invention provides a calling terminal of the call center, which includes:

a SIP softphone module for making a voice call; calling a high-definition video conference module, applying for a conference site, and packaging call information;

The high-definition video conference 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 conference server.

The embodiment of the invention further provides a call center system, comprising:

The calling terminal is used for the user to handle the required service, and performs high-definition video voice conversation with the called agent;

UAP module, connected to the calling terminal, a unified queue, all the calling terminals are registered On the module;

a CTI module, connected to the UAP module, for routing to a designated called seat;

The called agent is connected to the CTI module, and is used for the refusal to handle the business for the user, and to perform high-definition video voice conversation with the calling terminal;

The high-definition video conference server is connected to the calling terminal and the called party, 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 integrates the call center with the high-definition video conferencing system to realize a high-definition video call between the user and the called agent; and the third party is allowed to join the call in addition to the two-party call. By sending a call invitation message to encapsulate the service type code of the service being processed, so that the user does not have to select the called agent after being connected, but directly connects to the called agent to be selected;

BRIEF DESCRIPTION OF THE DRAWINGS In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, a brief description of the drawings used in the embodiments or the prior art description will be briefly described below. The drawings are some embodiments of the present invention, and those skilled in the art can obtain other drawings based on these drawings without any inventive labor.

1 is a system structural diagram of the background art of the present invention;

Figure 2 is a structural diagram of the system of the present invention;

3 is a structural diagram of a device according to Embodiment 2 of the present invention;

4 is a flowchart of a method according to Embodiment 3 of the present invention; Figure 5 is a structural diagram of a method according to Embodiment 4 of the present invention;

6 is a structural diagram of a method according to Embodiment 5 of the present invention;

7 is a structural diagram of a method according to Embodiment 6 of the present invention;

The technical solutions in the embodiments of the present invention are clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present invention. The embodiments are a part of the embodiments of the invention, and not all of the embodiments. All other embodiments obtained by those skilled in the art based on the embodiments of the present invention without creative efforts are within the scope of the present invention.

The embodiment of the present invention provides a call center system, which integrates a high-definition video conference system into a traditional voice call center. Referring to FIG. 2, this example uses 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 service, and performs high-definition video voice communication with the called agent;

The UAP (Universal Access Platform) module 103 is connected to the calling terminal 101, and is a unified queuing machine, where all calling terminals are registered on the module;

CTI (Computer Telephony Integration) module 105, with

The UAP module 103 is connected for routing to the designated called seat;

The called agent 105 is connected to the CTI module, and is used for refusing to handle services for the user, and performing high-definition video voice conversation with the calling terminal; The high-definition video conference 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 refusal service server 109 is connected to the called agent 105 and is used for refusing to query the user information and handle the business for the user.

The embodiment of the present invention further provides a calling terminal, which is used for the user to perform the required service, and performs a high-definition video voice call with the called agent. Please refer to FIG. 3, which specifically includes:

a SIP softphone module 1011 for making a voice call;

The HD video conference module 1013 is used to apply for the site resource information to the HD video conference server and join the HD video conference site.

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

The embodiment of the present invention provides a method for calling a call center, and the method for the method of the method is as follows. The method is as follows. Referring 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 calls the high-definition video conference module to apply for the site resource information to the high-definition video conference server; and at the same time, obtains the service type code and user information of the service type that the user is handling;

It should be noted that the HD video conference site resource information includes a conference ID, a conference password, a high-definition video conference server server ID, and a server IP; a service type code, which is used for description and identification, and the calling terminal obtains before the user calls the called party, Type of business the user is processing; user information package Including user ID information and/or card number information;

S103: The calling terminal receives the HD video conference site resource information returned by the HD video conference server.

S105: The calling terminal joins the HD video conference site;

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

After the calling terminal is successfully added to the HD video conference site, the HD video conference site resource information, service type code, and user information are encapsulated in the INVITE call information of the SIP protocol and sent to the UAP module.

S109: The UAP module sends the SP_Setup call information to the CTI module.

After receiving the INVITE call information sent by the calling terminal, the UAP module parses and temporarily records the HD video conference site resource information, service type, and user information; sends SP-Setup call information to the CTI module, and encapsulates the service type code. In the SP_Setup call information;

Sill: The UAP module receives the SP-Setupack response information fed back by the CTI module;

The SP-Setupack information carries the called agent identification information.

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 party;

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 party.

After receiving the specified agent identification information returned by the CTI module, the UAP sends an INVITE call message to the designated called agent, and encapsulates the HD video conference site resource information and user information in the INVITE call message.

S119: The UAP module receives the ACK response information of the specified called agent. After receiving the INVITE call information of the UAP module, the designated called agent returns an ACK response message; and simultaneously parses the HD video conference site resource information and user information;

S121: The calling terminal receives the ACK response information of the called agent sent by the UAP module; S123: The UAP module receives the off-hook message of the designated called agent 200 OK;

After the designated callee's refusal member gets the call ringing or the seat bar prompt, the off-hook action is performed; after the refusal is off-hook, the designated called agent returns the off-hook message 200OK to UAP;

It should be noted that the seat strip is an operation interface or an operation device of the called seat;

S125: The calling terminal receives the 200 OK response message returned by the UAP module, and learns that the called agent has gone off-hook;

S127: The CTI module receives the received message of the designated called party;

The designated called seat refusal operation seat automatically answers or manually clicks on the call, invokes the OCX control, and sends an 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-RescourceConnect answering information sent by the CTI module.

S131: The UAP module sends the SP_RescourceConnectRES response message to the CTI module; S131: the UAP module sends the relNVITE message to the calling terminal; sends the relNVITE message to the designated called agent;

S133: The UAP module receives the ACK response information sent by the calling terminal, and receives the ACK response information sent by the designated called party.

S133: The UAP module establishes a two-way voice channel between the calling terminal and the designated called party. S135: The designated called agent joins the high-definition video conference site to establish a high-definition video with the calling terminal. Frequency call

After the designated caller's agent is answered, the HD video conference site resource information is added to the HD video conference site as the conference chairperson to establish a high-definition video call with the calling terminal.

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

The calling method of the call center provided by the embodiment of the present invention integrates the call center and the high-definition video conference system to realize a high-definition video call between the user and the called agent; and encapsulates the service of the service being processed by sending a call invitation message. The type code allows the user to select the called agent after turning it on, but directly to the called agent to be selected.

The embodiment of the present invention further provides a method 2 for calling a call center, which is still a bank remote high-definition video call center system that incorporates a high-definition video conference system, and includes the following steps. Please refer to FIG. 5:

S201: The calling terminal sends the 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, the service type and the user information are encapsulated in the INVITE call information by the softphone function, and sent to the UAP module;

It should be noted that the service type code is used to describe and identify the type of service that the calling terminal obtains before the user calls the called party, and the user information is processed by the user; the user information includes the user ID information and/or the card number information;

S203: The UAP module sends the SP_Setup call information to the CTI module.

After receiving the INVITE call information sent by the calling terminal, the UAP module parses and temporarily records the service type and user information; sends the SP_Setup call information to the CTI module, and the service The type code is encapsulated 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 called agent identification information;

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 party;

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 party.

After receiving the identification of the designated agent returned by the CTI module, the UAP sends an INVITE call message to the designated called agent, and encapsulates the user information in the INVITE call message.

S213: The designated called agent sends an ACK response message to the UAP module; and the high-definition video conference module is called to apply for the HD video conference site resource information to the high-definition video conference server;

The high-definition video conference site resource information includes the conference ID, the conference password, the high-definition video conference server server ID, and the server IP. S215: The specified called agent receives the HD video conference site resource information returned by the HD video conference server, and Join the HD video conference venue;

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

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

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

After the designated callee's refusal is prompted by the phone to ring or the seat bar, the off-hook action is performed; after the refusal is off-hook, the designated called agent encapsulates the HD video conference site resource letter in the 200 OK message. Interest, and return the off-hook message 200ΟΚ to the UAP module;

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

S223: The calling terminal parses the HD video conference site resource information according to the 200ΟΚ message sent by the UAP module.

S225: The calling terminal joins the HD video conference site;

S223: The CTI module receives the received message of the designated called party;

It should be noted that the OCX control refers to 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 relNVITE message to the calling terminal; sends a relNVITE message to the designated called party;

S231: The UAP module receives the ACK response information sent by the calling terminal, and receives the ACK response information sent by the designated called party.

S233: The UAP module establishes a two-way voice channel between the calling terminal and the designated called party. S235: The calling terminal joins the HD video conference site to establish a high-definition video call with the called terminal. The calling method of the call center provided by the embodiment of the present invention integrates the call center and the high-definition video conference system to realize a high-definition video call between the user and the called agent; and encapsulates the service of the service being processed by sending a call invitation message. Type code, so that users do not have to choose to be connected after being connected Calling the agent, but directly connecting to the called party to be selected, this embodiment also provides a call forwarding method of the call center, based on the method 1 or method 2 of the call method of the call center: After the calling terminal and the designated called agent have established a normal HD video call, the rejected agent of the called party transfers the calling terminal that is calling to other called agents when the calling terminal user needs to handle other services. method. Please refer to FIG. 6, which specifically includes:

S301: The refusal of the designated agent is sent to the CTI module by the called agent identification information and the user information that the user needs to transfer;

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

S303: The CTI module sends the SP_Setup call information to the UAP module, and the called party of the call transfer;

S305: The UAP module sends an SP-Setupack response message to the CTI module.

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

S309: The UAP sends the INVITE call information to the transferred called party, and encapsulates the HD video conference board resource information into the call information.

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

S311: The transferred called party sends an ACK response message to the UAP module; and parses the HD video conference site resource information and user information;

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

After the rejected caller of the called agent gets the call of the phone ringing or the seat bar, the off-hook action is performed; after the pick-up is off-hook, the transferred called agent returns the off-hook message 200OK to the UAP module; S315: The CTI module receives the received message of the transferred called party;

The transferred seat is called the refusal operation, the seat strip is automatically answered, or the manual click is answered, and the call is made.

OCX control, sending an answer message to the CTI module;

S317: The UAP module receives the SP-Resource Connect message sent by the CTI module.

S319: The UAP module returns SP-ResourceConnectRes response information;

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

S323: The UAP module receives the ACK response information sent by the calling terminal, and receives the ACK response information sent by the transferred called party.

S325: The UAP module establishes a two-way voice channel between the calling terminal and the transferred called agent. S327: After the rejected callee of the called party answers, the high-definition video conference module is called, according to the obtained HD video conference site resource. The information is added to the high-definition video conference site as the conference chairperson to establish a video call with the calling terminal. The bank refusal service server is called to handle the service for the user. At the same time, the designated called agent exits the video conference site.

The calling method of the call center provided by the embodiment of the present invention integrates the call center and the high-definition video conference system to realize a high-definition video call between the user and the called agent; and encapsulates the service of the service being processed by sending a call invitation message. The type code allows the user to select the called agent after turning it on, but directly to the called agent to be selected. This embodiment also provides a method for a third party to join a call in a call center, which is also established in Method 1 or method 2 of a call center call method: after the calling terminal and the designated called agent have established a normal HD video call, the rejected agent of the called agent needs to perform the authorization task when the third party supervisor is required to perform the authorization task. , invite third-party supervisors to join the venue, and authorize the current business. After the authorization is completed, the supervisor hangs up and the refusal continues to handle the business for the user. Please refer to Figure 7, which specifically includes:

S401: Specifying that the rejected agent of the called agent will need to join the called party's third-party called agent identification information, and the user information is sent to the CTI module;

S403: The CTI module sends the SP—Setup call information to the UAP module, and calls a third party called party;

S405: The UAP module sends an SP-Setupack response message to the CTI module.

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

S409: The UAP sends the INVITE call information to the third-party called party, and encapsulates the HD video conference board resource information into the call information.

S411: The transferred called agent sends an ACK response message to the UAP module; and parses the HD video conference site resource information and user information;

The calling method of the call center provided by the embodiment of the present invention integrates the call center with the high-definition video conferencing system to realize a high-definition video call between the user and the called agent; and the third party is allowed to join the call in addition to the two-party call. By sending a call invitation message to encapsulate the service type code of the service being processed, so that the user does not have to select the called agent after being connected, but directly connects to the called agent to be selected; It should be noted that the above embodiments are only for explaining the technical solutions of the present invention, and are not intended to be limiting; although the present invention has been described in detail with reference to the foregoing embodiments, it will be understood by those skilled in the art that: The technical solutions described in the foregoing embodiments are modified, or some of the technical features are equivalently replaced. The modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention.

Claims

Rights request

1. A call center calling method, characterized in that the calling method includes the following steps: The calling terminal calls and routes to the designated called agent through the UAP module and CTI module of the voice call center system;

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

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

2. The calling method according to claim 1, characterized in that the calling terminal calls and routes to the designated called agent through the UAP and CTI of the call center system, 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 routes to the designated called agent according to the type service code and sends feedback information back to the UAP, and the feedback information includes the Specify the identification information of the called agent;

After receiving the feedback information, the UAP sends UAP call information to call the designated called agent.

3. The calling method according to claim 2, characterized in that:

The call invitation information includes:

INVITE signaling information;

Service type code, used to describe and identify the service type that the user is handling, obtained by the calling terminal before the user calls the called agent;

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.

4. The calling method according to claim 1, characterized in that, the calling terminal and the called agent establish a voice call connection, including:

After the called agent receives the UAP call information sent by the UAP, it returns a response message; parses the user information;

If the called agent refuses to pick up the phone, an off-hook message will be returned to the UAP;

The called agent refuses to answer 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 successful negotiation.

5. The calling method according to claim 3 or 4, characterized in that when the calling terminal applies for high-definition video conference venue information from the high-definition video conferencing server and sends the venue information to the called agent, it also includes:

Before the calling terminal sends the call invitation information to the UAP, the calling terminal calls the high-definition video conferencing module to apply for high-definition video conferencing site ID and password information from the high-definition video conferencing server;

The calling terminal receives the HD video conference site ID and password information provided by the HD video conference server returned by the HD video conference module; joins the HD 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 venue ID and password information;

After receiving the feedback information, the UAP sends a message to the number of the designated called agent.

UAP call information, including:

INVITE signaling message, user information, and HD video conference venue ID and password information. After receiving the UAP call information sent by the UAP, the called agent returns a response message and also parses the high-definition video conference venue ID and password information;

After the two-way voice channel is established, the called agent joins the high-definition video conference site as the conference chairperson based on the obtained high-definition video conference site ID and password information, and establishes a high-definition video call with the calling terminal.

6. The calling method according to claim 3 or 4, characterized in that when the called agent applies for high-definition video conference venue information from the high-definition video conferencing server and sends the venue information to the calling terminal, it also includes:

After the called agent receives the UAP call information sent by the UAP, it returns a response message; while parsing the user information, it calls the high-definition video conferencing module to apply for high-definition video conferencing venue ID and password information from the high-definition video conferencing server;

After the called agent obtains the ID and password information of the high-definition video conference venue, he joins the high-definition video conference venue;

After the comparison agent picks up the phone, the returned off-hook message includes: HD conference video venue ID and password information;

After receiving the off-hook message, the UAP parses the high-definition video conference site ID and password information; the media renegotiation signaling includes the high-definition video conference site ID and password information;

After receiving the media renegotiation signaling, the calling terminal parses the HD conference video venue ID and password information, joins the HD video conference site, and establishes a HD video call with the called agent.

7. The calling method according to claim 1, characterized in that, after the two parties establish a high-definition video conference connection, the third party is allowed to join the high-definition video call, including:

The called agent sends transfer call information to the third-party agent selected to join; The third-party participant receives the transfer call information, and the UAP establishes a three-party voice channel; the third-party participant parses the high-definition video conference venue ID and password information in the transfer call information, and joins the high-definition video conference site.

8. The calling method according to claim 1, wherein the establishment of a high-definition video call between the two parties is based on the high-definition decoding and transmission capabilities of the terminal of the high-definition video conferencing system and the high-definition video server.

9. A calling terminal for a call center, including:

SIP softphone module, 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 conferencing venue resource information from the high-definition video conferencing server.

10. A call center system, including:

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

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

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

The called agent is connected to the CTI module and is used to allow the agent to handle services for the user and conduct high-definition video voice calls with the calling terminal;

A high-definition video conferencing server is connected to the calling terminal and the called seat, and is used to establish a high-definition video conference connection between the calling terminal and the called seat.