CN117956072A

CN117956072A - Call processing method and device, equipment and computer readable storage medium

Info

Publication number: CN117956072A
Application number: CN202311678861.0A
Authority: CN
Inventors: 夏福森
Original assignee: Mashang Xiaofei Finance Co Ltd
Current assignee: Mashang Xiaofei Finance Co Ltd
Priority date: 2023-12-06
Filing date: 2023-12-06
Publication date: 2024-04-30

Abstract

The application provides a call processing method, a call processing device, call processing equipment and a computer readable storage medium, and belongs to the technical field of communication. The method is applicable to a voice gateway between a telecommunications network system and a call system, the method comprising: responding to the received call request, determining a communication link between the call request and a destination terminal from a voice gateway according to a routing strategy, wherein the call system comprises a plurality of call subsystems, the destination terminal comprises a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing strategy is determined according to the voice gateway and monitoring data of the plurality of call subsystems; the call request is sent to the destination terminal based on the communication link, and the destination terminal is configured to process the call request. According to the embodiment of the application, the utilization rate of communication resources can be improved.

Description

Call processing method and device, equipment and computer readable storage medium

Technical Field

The present application relates to the field of communications technologies, and in particular, to a call processing method and apparatus, an electronic device, and a computer readable storage medium.

Background

In order to improve the stability and continuity of the call service, two call systems can be arranged under one call center and used as a main call system and a standby call system to accept communication requests respectively. In the related art, in order to know the operation state of the call center in time, the active call system and the standby call system can be monitored, and a routing strategy can be formulated through monitoring data, feedback information of customer service agents and the like. However, based on the monitoring data or the agent feedback, it is judged that a period of time exists between the time when the call center fails and the time when the call center actually fails, and whether the call center fails or not cannot be timely known, so that a routing strategy formulated based on the information may have a hysteresis condition, which results in mismatching between the monitoring data and the actual running state of the call system, and thus, communication resources are not reasonably utilized.

In addition, even if the number of communication requests waiting for processing in the active call system is large, when a new incoming call enters the call center, the call request is still distributed to the active call system, and when certain conditions are met (for example, the waiting time of the unprocessed communication request of the active call system exceeds a preset threshold value), the partially-waiting communication request is transferred to the standby call system for processing, so that the call waiting time is long, and the communication resources are not effectively and reasonably utilized.

Disclosure of Invention

The application provides a call processing method and device, electronic equipment and a computer readable storage medium, which can improve the utilization rate of communication resources.

In a first aspect, the present application provides a call processing method, the method being applied to a voice gateway, and the voice gateway being communicatively connected to a telecommunications network system and a call system, respectively, the call processing method comprising: in response to a received call request, determining a communication link between the call request from the voice gateway to a destination terminal according to a routing policy, wherein the call system comprises a plurality of call subsystems, the destination terminal comprises a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing policy is determined according to monitoring data of the voice gateway and the plurality of call subsystems; and sending the call request to the destination terminal based on the communication link, wherein the destination terminal is used for processing the call request.

In a second aspect, the present application provides a call processing apparatus, the call processing apparatus being disposed in a voice gateway, and the voice gateway being communicatively connected to a telecommunications network system and a call system, respectively, the call processing apparatus comprising: a determining module, configured to determine, in response to a received call request, a communication link between the call request and a destination terminal from the voice gateway according to a routing policy, where the call system includes a plurality of call subsystems, and the destination terminal includes a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing policy is a policy determined according to monitoring data of the voice gateway and the plurality of call subsystems; and the sending module is used for sending the call request to the destination terminal based on the communication link, and the destination terminal is used for processing the call request.

In a third aspect, the present application provides an electronic device comprising: at least one processor; and a memory communicatively coupled to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, one or more of the computer programs being executable by the at least one processor to enable the at least one processor to perform the call processing method described above.

In a fourth aspect, the present application provides a computer readable storage medium having stored thereon a computer program, wherein the computer program when executed by a processor/processing core implements the call processing method described above.

According to the embodiment provided by the application, the communication link between the voice gateway and the destination terminal of the call request is determined according to the routing strategy in response to the received call request, wherein the routing strategy is determined according to the voice gateway and the monitoring data of a plurality of call subsystems, and compared with the monitoring data of the call systems, the monitoring data of the voice gateway can reflect the running state of the call systems more intuitively and timely, so that the routing strategy determined based on the monitoring data of the voice gateway and the call systems together has smaller hysteresis than the routing strategy formulated based on the monitoring data of the call systems only, and the routing strategy is matched with the running state of the call systems; in addition, the call system comprises a plurality of call subsystems, and according to the condition that the destination terminal of the call request belongs to a customer service terminal of the call subsystem or a user terminal outside the call system, a communication link between the voice gateway and the destination terminal of the call request can be determined through a routing strategy, and the call request is sent to the corresponding destination terminal based on the communication link, so that smooth transmission of the call request is ensured, and the destination terminal can process the call request. In addition, the call processing method is applied to the voice gateway between the telecommunication network system and the call system, so that the call request can be reasonably distributed at the voice gateway, which is equivalent to realizing overall distribution of communication resources of the call system at the source.

It should be understood that the description in this section is not intended to identify key or critical features of the embodiments of the application or to delineate the scope of the application. Other features of the present application will become apparent from the description that follows.

Drawings

The accompanying drawings are included to provide a further understanding of the application and are incorporated in and constitute a part of this specification, illustrate the application and together with the embodiments of the application, serve to explain the application. The above and other features and advantages will become more readily apparent to those skilled in the art by describing in detail exemplary embodiments with reference to the attached drawings, in which:

Fig. 1 is a flowchart of a call processing method according to an embodiment of the present application;

fig. 2 is a schematic diagram of a call system according to an embodiment of the present application;

Fig. 3 is a flowchart of a call processing method according to an embodiment of the present application;

Fig. 4 is a block diagram of a call processing apparatus according to an embodiment of the present application;

Fig. 5 is a block diagram of an electronic device according to an embodiment of the present application.

Detailed Description

For a better understanding of the technical solutions of the present application, the following description of exemplary embodiments of the present application is made with reference to the accompanying drawings, in which various details of embodiments of the present application are included to facilitate understanding, and they should be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the application. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.

The embodiments of the application and features of the embodiments may be combined with each other without conflict.

As used herein, the term "and/or" includes any and all combinations of one or more of the associated listed items.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used herein, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. The terms "connected" or "connected," and the like, are not limited to physical or mechanical connections, but may include electrical connections, whether direct or indirect.

Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art. It will be further understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and the present application and will not be interpreted in an idealized or overly formal sense unless expressly so defined herein.

The call processing method according to the embodiment of the present application may be performed by an electronic device such as a terminal device or a server, where the terminal device may be a User Equipment (UE), a mobile device, a User terminal, a cellular phone, a cordless phone, a Personal digital assistant (Personal DIGITAL ASSISTANT, PDA), a handheld device, a computing device, a vehicle-mounted device, a wearable device, etc., and the method may be implemented by a processor invoking computer readable program instructions stored in a memory. The servers may be independent physical servers, a server cluster consisting of multiple servers, or cloud servers capable of cloud computing.

In a first aspect, an embodiment of the present application provides a call processing method.

Fig. 1 is a flowchart of a call processing method according to an embodiment of the present application, where the method is applicable to a voice gateway, and the voice gateway is respectively in communication connection with a telecommunication network system and a call system. Referring to fig. 1, the call processing method includes the following steps.

Step S11, in response to the received call request, a communication link between the call request from the voice gateway to the destination terminal is determined according to the routing policy.

In some alternative implementations, the call system may include multiple call subsystems.

Illustratively, the call system includes N call subsystems (N > 1), and each call subsystem is equipped with a number of customer service terminals and crews as required. At the same time, k calling subsystems are in working state (1.ltoreq.k.ltoreq.N), and the rest N-k calling subsystems are in idle state.

For example, the call system includes a primary call subsystem and a backup call subsystem. In general, the main calling subsystem is used for bearing the calling task, and when the main calling subsystem fails or needs to be upgraded, the standby calling subsystem replaces the main calling subsystem to process the calling task.

In some alternative implementations, each calling subsystem includes at least one customer service terminal, and the customer service terminal may receive a call request from a user terminal external to the calling system, or may initiate a call request to the user terminal external to the calling system. The target terminal refers to a called terminal pointed by the call request, and according to different call scenes, the target terminal can be a customer service terminal in a call subsystem or a user terminal outside the call system.

Fig. 2 is a schematic diagram of a call system according to an embodiment of the present application. The calling system comprises N calling subsystems (N is an integer greater than 1) which are a calling subsystem 1, calling subsystems 2, … … and a calling subsystem N respectively, wherein a plurality of client terminals are arranged in each calling subsystem. For example, the call subsystem 1 is provided with customer service terminals 11, … …, customer service terminal 1 (n 1); the calling subsystem 2 is provided with customer service terminals 21 and … … and a customer service terminal 2 (n 2); … …; the calling subsystem N is provided with customer service terminals N1, … … and a customer service terminal N (nN), wherein N1, N2, … … and nN are integers which are larger than or equal to 1.

As shown in fig. 2, for the ue 1 to the ue M, a call request may be initiated to a call system according to a requirement, where the call request is first received by a telecommunication network system and forwarded to a voice gateway, and the voice gateway allocates the call request according to a routing policy, determines a corresponding communication link, and sends the call request to a customer service terminal in a certain call subsystem for answering through the communication link. The telecommunication network system may include communication network systems of respective communication operators and some public service networks. For example, the telecommunications network system may include a public telephone service network (Public Switched Telephone Network, PTSN), which is a circuit-switched network for global voice communications.

For a customer service terminal in any one of the call subsystems, it may initiate a call request to the user terminal, which call request is first transmitted to the voice gateway, which determines a corresponding communication link according to the routing policy, and through which the call request is transmitted by the telecommunication network system to the corresponding user terminal.

For example, if a user terminal outside the call system actively initiates a call request to the call system based on requirements of service consultation, service handling, and the like, the target terminal is a customer service terminal in the call subsystem.

For example, if a customer service person in the call subsystem actively initiates a call request to a user terminal outside the call subsystem based on requirements such as service popularization, product introduction, satisfaction survey, etc., the target terminal is the user terminal outside the call subsystem.

In some alternative implementations, the routing policy is a policy determined based on monitoring data of the voice gateway and the plurality of call subsystems, through which the voice gateway can determine a communication path (e.g., routing path) for the call request. It follows that the routing policy is formulated with reference to not only the monitoring data of the plurality of call subsystems, but also the monitoring data of the voice gateway. Because the voice gateway is positioned at the communication upstream of the calling subsystem, the monitoring data of the voice gateway can feed back the running state of the calling subsystem in time.

In some alternative implementations, the monitoring data for the voice gateway may include network quality data and security monitoring data. The network quality data comprise network delay, packet loss rate, bandwidth utilization rate and the like, and the security monitoring data comprise network attack data, malicious software detection data and the like. The monitoring data may be obtained from a gateway log of the voice gateway and a monitoring report, which is not limited in the embodiment of the present application.

In some alternative implementations, the monitoring metrics for the call subsystem include, but are not limited to, server resource metrics, service survival metrics, and critical traffic metrics, which may specifically include: central processing unit (Central Processing Unit, CPU) utilization, memory occupancy, disk occupancy, port survival, number of call channels, agent utilization, number of customer queues, call completion, downstream system call (e.g., text-To-Speech (TTS) synthesis success, automatic Speech recognition (Automatic Speech Recognition, ASR) situation, etc.), message middleware queue message stacking situation, etc.

In some optional implementations, the monitoring data of the call subsystem may be acquired through a monitoring system, where the acquiring method mainly includes: querying by using a server Shell instruction (Shell refers to a scripting language for controlling a computer on an operating system, shell instruction is an instruction based on the scripting language); the system drop key log is filtered through the use of server shell commands.

In some alternative implementations, an alarm subsystem can be set in the calling system, if monitoring alarm is needed, the alarm subsystem is used for alarming in a communication mode such as short message, mail, telephone and the like. Furthermore, the alarm subsystem can also configure different grades according to the alarm rule of the system, so that different alarm persons, alarm modes and alarm contents can be set according to the different grades. Correspondingly, when determining the routing strategy, the alarm information can be referred to, so as to respond to the alarm in time and ensure the system safety. In addition, the routing policy may be formulated based on experience, statistics, simulation data, and the like.

It should be noted that the above data for determining the routing policy is merely exemplary, and the embodiments of the present application are not limited thereto.

The call request may include a first request for a user terminal external to the call system to call the call system, and the routing policy may include a first processing policy, which is a first request for dividing the call subsystem. In other words, for the first requests sent to the call system, the splitting may be performed according to the first processing policy to determine the number of first requests allocated for each call subsystem.

For example, the first processing policy indicates that (p _i)% of the first requests are allocated to the ith call subsystem, where (p _i)% represents a percentage (percentage) between the number of first requests to be processed by the ith call subsystem and the total number of first requests received by the voice gateway,N represents the total number of call subsystems and N is an integer greater than 1.

In some alternative implementations, determining a communication link between a call request from a voice gateway to a destination terminal according to a routing policy includes: selecting a first target call subsystem and a first target terminal carrying a first request from a plurality of call subsystems based on a first processing strategy in the routing strategy, wherein the first target terminal is a customer service terminal in the first target call subsystem, and the first processing strategy is used for dividing the first request of the call subsystem; a first communication link between the first request from the voice gateway to the first target terminal is determined based on the communication connection between the voice gateway and the first target call subsystem, the communication connection between the first target call subsystem and the first target terminal.

The voice gateway receives a first request, determines that an ith calling subsystem processes the first request based on a first processing policy, and obtains that a jth customer service terminal in the ith calling subsystem is in an idle state and can be used for answering a call, so that the ith calling subsystem is determined to be a first target calling subsystem, and the jth customer service terminal in the ith calling subsystem is determined to be the first target terminal; further, a first communication link between the voice gateway and the first target terminal of the first request is determined based on communication connection between the voice gateway and the system gateway of the ith call subsystem and communication connection between the system gateway of the ith call subsystem and the jth customer service terminal, i is greater than 1, and j is greater than or equal to 1.

The voice gateway receives a first request, determines that the first request is processed by the ith call subsystem based on a first processing policy, sends the first request to the system gateway of the ith call subsystem through communication connection between the voice gateway and the system gateway of the ith call subsystem, obtains the working states of all the home customer service terminals of the system gateway of the ith call subsystem, determines that the jth customer service terminal is idle, and forwards the first request to the jth customer service terminal through communication connection between the system gateway and the jth customer service terminal.

That is, after the first target call subsystem is determined, the determination of the first target terminal therein may be performed by the voice gateway or may be performed by a system gateway of the first target call subsystem itself. In the former implementation mode, the voice gateway has more complex functions and possibly larger processing capacity, in the latter implementation mode, the voice gateway only needs to determine the first target calling subsystem, so that as to which customer service terminal forwards an incoming request is processed by the first target calling subsystem, the data processing capacity of the voice gateway can be reduced, and the functional requirement on the voice gateway is correspondingly smaller. As to what kind of processing method is selected, or whether to combine the two processing methods for processing, the processing may be determined according to the performance of the gateway, the data processing pressure, the call scenario, and the like, which is not limited in the embodiment of the present application.

Illustratively, the telecommunications network system supports a plurality of communication protocols, the call request including a third request, the third request being a request for outgoing calls from the calling system; accordingly, the routing policy includes a third processing policy, which is a policy for determining a communication protocol to which the third request corresponds. In other words, for a third request sent to the voice gateway, it may be determined which communication protocol carries the third request according to a third processing policy.

In some alternative implementations, the telecommunications network system supports multiple communication protocols; correspondingly, determining a communication link between the call request from the voice gateway to the destination terminal according to the routing policy, including: determining a third target terminal and a target communication protocol used for bearing a third request by the telecommunication network system based on a third processing strategy in the routing strategy and a called number corresponding to the third request, wherein the third target terminal is a user terminal outside the calling system; a third communication link between the voice gateway and the third target terminal is determined for the third request based on the target communication protocol, the communication connection between the voice gateway and the telecommunications network system, and the communication connection between the telecommunications network system and the third target terminal.

In other words, for the third request, in the case of defining the calling terminal and the called terminal, the voice gateway may perform selection of an optimal line (i.e. select an optimal communication protocol), so as to improve the call success rate and the call quality.

In some alternative implementations, a fourth processing policy may be further included in the routing policy, where the fourth processing policy is used to adjust the speed at which the calling system sends the outgoing number, i.e. to adjust the speed at which the third request is forwarded out.

For example, the corresponding number sending speed may be determined according to the resource occupation situation of each calling subsystem. For example, in the case where the resource occupancy is low and the idle resources are rich, the number sending speed V may be set to be 50/sec (i.e., the theoretical number of third requests forwarded outwards in one second is 50); when the resource occupancy rate reaches a first threshold value, a corresponding resource coefficient w ₁(0＜w₁ < 1 can be determined according to the current resource occupancy rate, multiplication operation is carried out on the resource coefficient w1 and the number sending speed V, and the product is taken as the current number sending speed; similarly, when the resource occupancy rate reaches the mth threshold value, the corresponding resource coefficient w _m(m＞1,0＜w_m＜w₁ < 1 can be determined according to the current resource occupancy rate, the multiplication operation is performed on the resource coefficient w _m and the number sending speed V, and the product is taken as the current number sending speed. Further, in the case that the resource utilization reaches the minimum threshold, the outbound task may be suspended, and the suspension time may be determined according to experience, statistics, or a resource occupation condition of the call system. Furthermore, the number of third requests that can be processed by each call subsystem can be determined according to the resource usage of each call subsystem, and the outgoing tasks can be allocated to each call subsystem based on the number.

In some alternative implementations, there are also situations where a call is made between customer service terminals of different call subsystems. For this case, the processing may be performed by a second processing policy among the routing policies.

In some alternative implementations, the call request includes a second request, the second request being a call request between customer service terminals of different call subsystems; correspondingly, determining a communication link between the call request from the voice gateway to the destination terminal according to the routing policy, including: determining a second target calling subsystem and a second target terminal according to the called number corresponding to the second request, wherein the second target terminal is a customer service terminal in the second target calling subsystem; and determining a second communication link between the second request and the second target terminal from the voice gateway based on the communication connection between the voice gateway and the second target call subsystem and the communication connection between the second target call subsystem and the second target terminal according to a second processing strategy in the routing strategies.

Illustratively, the second request may include two cases: in the first case, the customer service terminal of one calling subsystem is an original calling terminal, which initiates a second request to the customer service terminal of another calling subsystem; in the second case, the customer service terminal of one call subsystem initiates a second request when the call needs to be transferred to the customer service terminal of another call subsystem in response to the call content with the user terminal.

For example, the customer service personnel in the calling subsystem 1 initiates the second request to the customer service corresponding to the customer service terminal 21 in the calling subsystem 2 through the customer service terminal 11 of the calling subsystem 1, and in the case that the voice gateway determines the communication link between the customer service terminal 11 and the customer service terminal 21, both can make a call based on the communication link.

For example, a customer service person in the calling subsystem 1 initiates a call request to a user terminal of a potential user a through the customer service terminal 11 of the calling subsystem 1 and knows that the user a has a requirement of handling the service b in the call process, so that a second request can be initiated to the customer service terminal 21 of the calling subsystem 2 specially handling the service b (the customer service terminal 11 can transfer a call to a system gateway of the calling subsystem 2, and the system gateway distributes the customer service terminal for answering the call), and the call with the user a is transferred to the customer service terminal 21, so as to realize the call between the user terminal of the user a and the customer service terminal 21.

For example, the customer service terminal 11 in the call subsystem 1 is mainly used for handling the service a, the customer service terminal 11 in the call subsystem 1 receives the call request initiated by the user b through the user terminal, and knows that the user a has the requirement of handling the service b in the call process, the customer service terminal 11 can initiate a second request to the customer service terminal 21 of the call subsystem 2 specially handling the service b, and transfer the call with the user a to the customer service terminal 21, so as to realize the call between the user terminal of the user b and the customer service terminal 21.

The call system shown in fig. 2 is taken as an example. In some alternative implementations, if the customer service terminal 11 initiates a call request to the customer service terminal 21, after the voice gateway receives the call request, it identifies that the call request belongs to a call request between customer service terminals of different call subsystems, and belongs to a second request, so that the voice gateway directly determines a second communication link of the second request according to the call number of the customer service terminal 21 carried in the second request, based on a communication connection between the voice gateway and the call subsystem 2 (i.e., a second target call subsystem), and a communication connection between the call subsystem 2 and the customer service terminal 21 (i.e., a second target terminal), and directly forwards the second request to the customer terminal 21 based on the second communication link. It should be noted that, the second communication link is a communication connection between the voice gateway and the customer service terminal 21, so that the second request can be directly forwarded to the customer service terminal 21 by the voice gateway, without being transferred and redistributed to an external telecommunication network system, thereby reducing the waiting time of the call, effectively improving the call efficiency and reducing the consumption of communication resources.

In some alternative implementations, if the customer service terminal 11 receives an incoming call request from a user terminal, when the call needs to be forwarded to the customer service terminal 21 for subsequent processing based on the service processing requirement, the customer service terminal 11 initiates a call request to the customer service terminal 21, and carries the call number (i.e. forwarding the called number) of the customer service terminal 21 in the call request. After the voice gateway receives the call request, it recognizes that the call request belongs to the second request, so that the voice gateway determines a second communication link of the second request directly according to the call number of the customer service terminal 21 based on the communication connection between the voice gateway and the call subsystem 2 (i.e., the second target call subsystem) and the communication connection between the call subsystem 2 and the customer service terminal 21 (i.e., the second target terminal), and directly forwards the second request to the customer service terminal 21 based on the second communication link.

It should be noted that, in the related art, after the voice gateway receives the second request, the second request is generally required to be sent to a telecommunication network system (for example, a communications carrier network, a PTSN network, etc.), the telecommunication network system sends the second request to the voice gateway, and the voice gateway determines a corresponding communication link based on the called number carried in the second request, and then sends the second request to the customer service terminal 21 based on the communication link. That is, for the second request between customer service terminals of different call subsystems, the second request still needs to be sent to the voice gateway after "turning round" in the public network of the operator, but cannot be directly forwarded to the called customer service terminal by the voice gateway. This approach increases call waiting time and meaningless occupation of telecommunications network resources (e.g., numbers and line resources of the direct dial-in private branch exchange (DIRECT INWARD DIALING, DID)). In the embodiment of the application, if the voice gateway recognizes that the call request is initiated by the customer service terminal of one calling subsystem and the called terminal is the customer service terminal of the other calling subsystem, the call request can be determined to belong to the second request, so that the second request can be directly forwarded to the called client terminal, and the second request is not forwarded to the public network of the operator for one turn, thereby reducing the call waiting time and the occupied telecommunication network resources.

In some alternative implementations, the call request includes a called number and a calling number; correspondingly, before determining the second target call subsystem and the second target terminal according to the called number corresponding to the second request, the method further comprises: obtaining a called number and a calling number from a call request; under the condition that the called number and the calling number belong to internal numbers, determining the call request as a second request, wherein the internal numbers are numbers used for calling between customer service terminals of the call subsystem.

For example, if the customer service terminal 1 calls the customer service terminal 2, the called number is the internal number of the customer service terminal 2, and the calling number is the internal number of the customer service terminal 1.

In some alternative implementations, the method further includes: and responding to an internal number registration request sent by the customer service terminal in the calling subsystem, and sending a registration feedback response message for the customer service terminal, wherein the registration feedback response message comprises the internal number of the customer service terminal.

Therefore, the customer service terminal in the calling subsystem can apply for registering the internal number to the voice gateway so as to use the internal number as a call number when the customer service terminal in the other calling subsystems subsequently performs a call.

In some alternative implementations, the second request further includes the associated data, and the second processing policy is further configured to send the associated data to the second target terminal over the second communication link.

In some alternative implementations, the on-path data is data associated with the call, which may include: call attribute data, application data for services, etc. The call attribute data is data for identifying call attributes, and may include a calling number, a called number, user input data, and the like; the application data of the service and the application data related to the current service may include customer information, account information, transaction information, etc. Through the following data, the synchronization of the data and the call voice can be ensured, the user does not need to repeatedly provide related information, and the customer service does not need to repeatedly acquire the related information.

Illustratively, the second processing policy is configured at the voice gateway to: when a call is made between customer service terminals of different call systems, the call is forwarded directly to a destination, rather than being outgoing to a telecommunications network system. And, the second request is provided with a customized session initiation protocol (Session initialization Protocol, SIP) header message, and the associated data can be encapsulated in the SIP header message. In addition, the configuration forwarding rule is: the custom SIP header message of the second request is not intercepted. Through the arrangement, when the customer service terminal of the calling subsystem A initiates the second request to the customer service terminal of the calling subsystem B, the associated data is encapsulated in the SIP header message, and the voice gateway directly forwards the call request to the customer service terminal of the calling subsystem B based on the second processing strategy under the condition that the voice gateway recognizes that the call request belongs to the second request, and does not intercept the SIP header message, so that the customer service terminal of the calling subsystem B can acquire the associated data in time through the SIP header message. The customized SIP header message adopts a message format which is agreed in advance among all call subsystems, and the channel associated data is packaged based on the data format.

It should be noted that, the telecommunication network generally adopts standard SIP format to encapsulate data, and is difficult to be compatible with the custom SIP header format of the calling system according to the personalized requirement of the calling system. In addition, the call request carrying the associated data is not forwarded to a telecommunication network, the Internet and the like, so that the data transmission safety can be improved to a certain extent, and the packet loss risk is reduced.

It should be noted that, compared with the monitoring data of the call subsystem, the monitoring data of the voice gateway can reflect whether the communication fault or the communication abnormality exists more timely. Therefore, compared with the routing strategy formulated according to the monitoring data of the calling subsystem only, the routing strategy formulated according to the monitoring data of the reference voice gateway can effectively relieve the hysteresis, so that the current routing strategy is matched with the current actual running state of the calling subsystem. In other words, when a failure has occurred in respect of the calling system, but the failure has not been reflected in the monitoring data of the calling system, the current routing policy is a policy that is actually lagged with respect to the actual operating state of the system, and thus the call request cannot be efficiently processed.

For example, the call system includes call subsystem 1 and call subsystem 2, and the routing policy formulated according to the monitoring data before time t1 indicates that 60% of the first requests are allocated to call subsystem 1 for processing, and 40% of the first requests are allocated to call subsystem 2 for processing. If it is determined at time t1 that the call subsystem 1 is faulty through the monitoring data of the voice gateway, and the call subsystem 1 cannot be judged to be faulty through the monitoring data of the call subsystem 1 and the call subsystem 2, according to the call processing method of the embodiment of the present application, an original routing policy (for example, a first processing policy) may be timely adjusted, and in the new routing policy, it is indicated that 30% of the first requests are allocated to the call subsystem 1 for processing, and 70% of the first requests are allocated to the call subsystem 2 for processing. And continuously acquiring the monitoring data of the voice gateway and each call subsystem, if at the time t2 (t 2 > t 1), the fault of the call subsystem 1 can be determined through the monitoring data of the voice gateway and the monitoring data of the call subsystem 1 and the call subsystem 2, further adjusting the routing strategy, and indicating to distribute all the first requests to the call subsystem 2 for processing in the new routing strategy so as to ensure that all the first requests can be processed and timely carry out fault maintenance on the call subsystem 1. After determining that the call subsystem 1 is restored to the normal operation state, a new routing policy may be formulated again according to the monitoring data of the voice gateway and the monitoring data of the call subsystem 1 and the call subsystem 2 at this time, and the first request may be allocated to the corresponding call subsystem for processing based on the new routing policy. At this time, since the call subsystem 1 is already in a normal operation state, the voice gateway may allocate a part of the first request to the call subsystem 1 for processing based on the routing policy, so as to relieve the processing pressure of the call subsystem 2.

Step S12, the call request is sent to the destination terminal based on the communication link, and the destination terminal is used for processing the call request.

In some alternative implementations, after determining the communication link, the call request may be sent to the destination terminal over the communication link. After receiving the call request, the destination terminal can answer the call request, thereby realizing the processing of corresponding service.

In the embodiment of the application, the communication link between the voice gateway and the destination terminal of the call request is determined according to the routing strategy in response to the received call request, wherein the routing strategy is determined according to the voice gateway and the monitoring data of a plurality of call subsystems, and compared with the monitoring data of the call systems, the monitoring data of the voice gateway can reflect the running state of the call systems more intuitively and timely, so that the routing strategy determined based on the monitoring data of the voice gateway and the call systems together has smaller hysteresis than the routing strategy formulated based on the monitoring data of the call systems only, and the routing strategy is matched with the running state of the call systems; in addition, the call system comprises a plurality of call subsystems, and according to the condition that the destination terminal of the call request belongs to a customer service terminal of the call subsystem or a user terminal outside the call system, a communication link between the voice gateway and the destination terminal of the call request can be determined through a routing strategy, and the call request is sent to the corresponding destination terminal based on the communication link, so that smooth transmission of the call request is ensured, and the destination terminal can process the call request. In addition, the call processing method is applied to the voice gateway between the telecommunication network system and the call system, so that the call request can be reasonably distributed at the voice gateway, which is equivalent to realizing overall distribution of communication resources of the call system at the source.

In some alternative implementations, the call system is a system for implementing call services configured for a call center (CALL CENTER), where the call center is a place for interactive contact and transaction by telephone, and may be applied to sales services, emergency handling, and other scenarios.

Illustratively, the call center may be established based on voice over IP (internet protocol) technology (Voice over Internet Protocol, VOIP), where VOIP is a protocol for achieving voice calls and multimedia conferences via internet protocols, and may further be provided with VOS (VOS is a software for charging a call center system) support systems to provide tax rate setting, account fee management, etc., in other words, the VOS support systems may be regarded as an integrated management billing software for VOIP. The voice gateway of the embodiment of the application can be regarded as a VoS gateway and has the capabilities of SIP trunk (port convergence), SIP registration and the like.

In some alternative implementations, the call system is primarily provided with the following functions: interactive voice response (INTERACTIVE VOICE RESPONSE, IVR) outbound, manual outbound, predictive outbound, inbound, intelligent outbound. The IVR outbound belongs to one of the batch outbound, an outbound task is established in the system, an outbound list is imported, the task is started when a preset time is reached, the outbound is started, and after a client is connected, telephone traffic is received through the IVR. The attributes of the outbound task may include: the method comprises the steps of calling out a task name, calling out starting time, dialing a round number, directly inward dialing (DIRECT INWARD DIALLING, DID) a number group, sending a number strategy and the like, wherein the calling out task is mainly used for business scenes such as business reminding and the like. The manual outbound is one of outbound, the agent inputs the customer number through the bound hardware phone or agent workbench, directly enters the outbound, and the manual outbound DID is configured on the skill group to which the agent belongs, so that the DID number group becomes one attribute of the skill group. The DID is a telephone service provided by an operator. In general, the relay provider will provide a DID number field, and in some cases the DID number is the number of the incoming call seen on the terminal such as a mobile phone. The predictive outbound belongs to one of the batch outbound, is similar to IVR outbound, and if the number of answering users is larger than the number of currently idle seats, the system automatically transfers the excessive users to the IVR for traffic reception, which belongs to a spam strategy adopted when the situation of wire explosion is met. Intelligent outbound belongs to one of the batch outbound, is similar to IVR outbound, and is different in that an intelligent robot (which can be narrowly understood as voice IVR) receives traffic; the intelligent robot has the capability of carrying out a certain dialogue with clients, and can be used for business scenes such as return visit, anti-fraud, business sales and the like. The incoming call refers to an IVR system in which a user dials a preset hotline telephone and enters the call center.

Further, considering the difference of service operation, for IVR outbound, intelligent outbound and predictive outbound, a special direct dialing hypertext transfer protocol (Hypertext Transfer Protocol, HTTP) interface can be provided for an upstream system instead of a single one, which is necessary to establish a predictive outbound mode at the seat workbench of the system itself for dialing. In addition, in order to ensure service continuity, self-limiting, three-party system call limiting, linkage monitoring and the like can be set, and different calling subsystems can bear different calling tasks (for example, active-standby automatic switching).

In some alternative implementations, in order to ensure that call forwarding can also be performed when the VOS system fails, two sets of call subsystems, namely a primary call subsystem and a backup call subsystem, are provided. The active call subsystem and the standby call subsystem can be set as a Master-slave cluster through a keep-alive connection (keep-alive) mechanism, and the Master-slave cluster comprises a Master (Master) node and a standby (Backup) node, wherein the Master node corresponds to the active call subsystem, and the standby node corresponds to the standby call subsystem. When a call request is sent to a virtual IP, the signaling forwarding (forwarding to the active call subsystem or the standby call subsystem) is automatically performed by KEEPALIVE, and KEEPALIVE failover is mainly performed with respect to the drift of the virtual IP address. When the call service normally operates, the main node periodically sends (in a multicast mode) heartbeat messages to the standby node to inform that the standby node is in a survival state, when the main node fails, the heartbeat messages cannot be sent to the standby node, so that the standby node cannot continuously detect the heartbeat messages from the main node, the main node is determined to be in a failure state, and then the standby node takes over IP resources and the call service to execute the processing of a call request. After the main node is restored, the standby node releases the IP resource and the call service which are taken over and restores to the original standby role.

Furthermore, in order to ensure that when both the active and standby environments fail, the user can call in and connect with the agent, and also can use the registration capability of the VOS SIP to allocate a new certain number of SIP accounts in the two call subsystems, if the active and standby environments fail, the agent can directly register to the VOS system through the SIP phone or the hardware SIP phone based on the SIP account allocated by the VOS system, and the priority of the VOS SIP agent route is configured to be the highest in the routing strategy, so that the new traffic is directly allocated to the SIP landline.

One key role of the call center is an agent or a customer service terminal, in a call system under a VOIP architecture, if the agent/customer service terminal wants to be successfully allocated to traffic, a SIP account number of each agent/customer service terminal needs to be obtained through an account number application, and registered to the call system through the SIP account number (for example, a kamailio-reg component registered to the call system, and a kamailio-reg component is a component specially responsible for agent registration). Therefore, in order to ensure service continuity, there is a high requirement on stability and continuity of the SIP registration server.

In some alternative implementations, to achieve this requirement, the following may be used: two kamailio-reg SIP registration nodes are deployed, one of which is a master registration node and the other of which is a backup registration node. The virtual IP of the keep alive master-slave cluster is configured as the registration address of the customer service terminal, and when a call/registration request is sent to the virtual IP, signaling forwarding (master node or slave node) is automatically performed by KEEPALIVE. KEEPALIVE failover is achieved primarily by drift of virtual IP addresses. Specifically, when the master registration node works normally, the master node continuously sends heartbeat messages to the master registration node, and when the master registration node fails, the master registration node cannot detect the heartbeat messages from the master registration node, so that the master registration node takes over the service of the master registration node. When the main registration node is restored, the backup registration node is restored to the original backup role, so that the seat registration is ensured to be free from abnormality.

In some alternative implementations, the call system has an upgrade requirement. When a system is upgraded, a short-time version difference may exist in the main and standby environments (for example, in an observation period after the main environment is upgraded to the latest version), and after the latest version is stable, the standby environment is upgraded, so that the main and standby environment versions are completely the same.

The call system provides a signaling forwarding control interface for the outside and provides for the calling of the primary and standby environments; simultaneously, two routing rules are pre-configured at the voice gateway and are respectively used for forwarding the incoming request to the main environment and the standby environment. The input of the signaling forwarding control interface mainly comprises destination coding, number sending proportion and the like.

For example, the parameters of the signaling forwarding control interface are:

delivery destination encoding: primary environment code (code_a)/backup environment code (code_b)

Number sending proportion: 0 to 100.0 represents 0%,100 represents 100%

Assuming the entry is "code_A,0", it means that all traffic is switched to the main environment; assuming the entry is "code_b,10", it means that 10% of the traffic is allocated to the standby environment (corresponding to 90% of the traffic will be allocated by the primary environment).

When the main environment needs to be upgraded, the operation and maintenance personnel can manually trigger the operation and maintenance personnel to request to call the signaling forwarding control interface in an HTTP mode, and all flow is distributed to the standby environment, so that incoming call request incoming lines received after the current moment are automatically sent to the standby environment, and after all current calls of the main environment are finished, system upgrading is started, thereby realizing seamless switching of system upgrading and no interruption of call service. The flow distribution of the active/standby environment can implement tangential flow on any device that can access the VOS system interface by means of postman (mail difference tool), jmeter (pressure test tool) or directly executing a curl command (a command line tool for sending HTTP requests).

In some alternative implementations, when the CPU utilization rate of the main environment is determined to be high through the monitoring data, and/or the memory usage is high, under the condition that message queues are piled up or other key service resources are concurrent and are about to reach a limit value (for example, ASR, TTS is concurrent too high, the number of conversation channels is large, etc.), the monitoring system can automatically call the signaling forwarding control interface to divide part of traffic into standby environments according to a set rule, and simultaneously automatically call the outbound interface of the call center system to contact the seat manager, schedule a certain proportion of seats to the standby environments for operation, realize operation of operation peak main and standby environments, reduce single system pressure and ensure that the operation is not affected. In addition, when the monitoring system finds that serious conditions such as downtime of the main environment occur, 100% of flow can be distributed to the standby environment, and meanwhile, an automatic contact agent manager dispatches all agents to the standby environment for operation.

The following is an expanded explanation of the exhalation scenario.

In some alternative implementations, the third party system may dispatch the call system for outbound calls through an interface.

Firstly, the calling system provides an outbound interface to the outside, and the outbound interface is required to transmit a callback address (namely, callback address fields in call-in parameters of the outbound interface are necessary to be filled) when a calling party initiates call in design, so as to report a dialing result, wherein the report content can comprise: dialed, ringed, answered, downstream system anomalies, etc.

In some cases, an exception may occur to the calling system, at which point the outbound interface call fails. When the external system fails to call the outbound interface of the main environment, the calling party can automatically make rules and retry or switch to call the standby environment. Further, if the upstream system needs to invoke the standby environment, network access between the upstream system and the standby environment needs to be opened in advance (e.g., the upstream system joins a network access white list).

In some cases, when the monitoring system finds that the CPU utilization rate of the main environment is higher and the memory usage is higher, and the message middleware has queue accumulation or other key service resources and is about to reach the limit value, if the third party system calls the outbound interface, a feedback message of "system busy" may be received, in this case, the caller may still set rules by himself, retry or switch to call standby environment, and may also reduce the call frequency (i.e. current limit).

In some alternative implementations, outbound calls may be made in the calling system by establishing a batch of outbound tasks.

When the monitoring system finds that the CPU utilization rate of the main environment is higher and the memory usage is higher, and the message middleware has the conditions of queue accumulation or other key service resources and the like, and is about to reach the limit value, the calling system automatically links the outbound task and the number sending sub-module, and the number sending speed is adjusted so as to relieve the processing pressure of the main environment.

Furthermore, if the monitoring system finds that the system is severely wrong (for example, the live call subsystem cannot call out, etc.), the standby environment outbound interface can be called, and related technicians are connected into an emergency meeting, so that quick emergency response and intervention are realized, and service loss caused by system faults is reduced. The monitoring system can acquire the call system operation index through shell instructions.

Therefore, the monitoring system, the VOS calling system and the main and standby calling subsystems can communicate through HTTP interfaces. Wherein, the VOS calling system and each calling subsystem usually only relate to session control, and can communicate through SIP signaling; the VOS call system communicates with the upstream system primarily through an HTTP interface (e.g., a dial interface); the VOS call system and the downstream system communicate mainly through HTTP interfaces, media resource control protocol ((Media Resource Control Protocol, MRCP) protocol), and the like.

In summary, by making the voice gateway into a high-availability gateway and incorporating the gateway into the call system for unified monitoring and unified management, and further combining the multi-account registration capability of the SIP phone, the incoming call can be received by the agent when the main and standby environments of the call system are simultaneously problematic, and the service of the call system is only degraded to a certain extent and is not paralyzed. In addition, based on the mode, whether the system fails or not can be exposed when the voice gateway forwards, so that the problem of the calling system can be discovered in the first time, and the failure discovery timeliness is improved. If the method in the related art is adopted, the problem discovery can only be performed through monitoring and agent feedback of the calling subsystem, and the corresponding time is usually a period of time from the actual fault time regardless of the monitoring and agent feedback of the calling subsystem. During periods when a failure has occurred, but no failure has been monitored, the call request may not be handled effectively, resulting in a poor call experience.

Fig. 3 is a flowchart of a call processing method according to an embodiment of the present application, where the method is applied to a voice gateway between a telecommunication network system and a call system. Referring to fig. 3, the call processing method includes the following steps.

In step S301, the monitoring system monitors each subsystem in the voice gateway and the call system, obtains monitoring data, and sends the monitoring data to the voice gateway.

In step S302, the voice gateway formulates a routing policy according to the monitoring data.

In step S303, the voice gateway receives the call request.

In step S304, in the case that the call request is a first request, the voice gateway determines a first target call system and a first target terminal for processing the first request according to a first processing policy.

Step S305, determining a first communication link between the first request from the voice gateway to the first target terminal based on the communication connection between the voice gateway and the first target call subsystem and the communication connection between the first target call subsystem and the first target terminal, and forwarding the first request to the first target terminal based on the first communication connection.

Step S306, in case that the call request is a second request, the voice gateway determines a second target call subsystem and a second target terminal according to the called number corresponding to the second request.

Step S307, the voice gateway determines a second communication link between the second request from the voice gateway to the second target terminal based on the communication connection between the voice gateway and the second target call subsystem and the communication connection between the second target call subsystem and the second target terminal according to the second processing policy, and forwards the second request to the second target terminal based on the second communication connection.

Step S308, when the call request is a third request, the voice gateway determines a third target terminal and a target communication protocol for carrying the third request by the telecommunication network system according to the called number corresponding to the third request based on a third processing policy.

Step S309, the voice gateway determines a third communication link between the voice gateway and the third target terminal according to the communication connection between the voice gateway and the telecommunication network system and the communication connection between the telecommunication network system and the target terminal based on the target communication protocol, and forwards the third request to the third target terminal based on the third communication link.

It should be noted that, in some alternative implementations, if it is determined that an abnormality occurs in the call system based on the monitoring data, the routing policy may be adjusted in time based on the current monitoring data, so that the adjusted routing policy matches with the latest running state of the system.

It will be appreciated that the above-mentioned method embodiments of the present application can be combined with each other to form a combined embodiment without departing from the principle logic, and the present application is not repeated herein. It will be appreciated by those skilled in the art that in the above-described methods of the embodiments, the particular order of execution of the steps should be determined by their function and possible inherent logic.

Fig. 4 is a block diagram of a call processing apparatus according to an embodiment of the present application.

Referring to fig. 4, an embodiment of the present application provides a call processing apparatus 400, where the call processing apparatus 400 is disposed in a voice gateway, and the voice gateway is respectively communicatively connected to a telecommunication network system and a call system, and the call processing apparatus 400 includes the following modules.

A determining module 401, configured to determine, in response to a received call request, a communication link between the call request and a destination terminal from a voice gateway according to a routing policy, where the call system includes a plurality of call subsystems, and the destination terminal includes a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing policy is a policy determined according to monitoring data of the voice gateway and the plurality of call subsystems;

A sending module 402, configured to send the call request to a destination terminal based on the communication link, where the destination terminal is configured to process the call request.

In some alternative implementations, the call request includes a first request, the first request being a request for a user terminal external to the call system to call into the call system; when the determining module 401 determines a communication link between the call request from the voice gateway to the destination terminal according to the routing policy, the following steps are performed: selecting a first target call subsystem and a first target terminal carrying a first request from a plurality of call subsystems based on a first processing strategy in the routing strategy, wherein the first target terminal is a customer service terminal in the first target call subsystem, and the first processing strategy is used for dividing the first request of the call subsystem; a first communication link between the first request from the voice gateway to the first target terminal is determined based on the communication connection between the voice gateway and the first target call subsystem, the communication connection between the first target call subsystem and the first target terminal.

In some alternative implementations, the call request includes a second request, the second request being a call request between customer service terminals of different call subsystems; when the determining module 401 determines a communication link between the call request from the voice gateway to the destination terminal according to the routing policy, the following steps are performed: determining a second target calling subsystem and a second target terminal according to the called number corresponding to the second request, wherein the second target terminal is a customer service terminal in the second target calling subsystem;

And determining a second communication link between the second request and the second target terminal from the voice gateway based on the communication connection between the voice gateway and the second target call subsystem and the communication connection between the second target call subsystem and the second target terminal according to a second processing strategy in the routing strategies.

In some alternative implementations, the call request includes a called number and a calling number; before determining the second target call subsystem and the second target terminal according to the called number corresponding to the second request, the call processing apparatus 400 is further configured to perform the following steps: obtaining a called number and a calling number from a call request; under the condition that the called number and the calling number belong to internal numbers, determining the call request as a second request, wherein the internal numbers are numbers used for calling between customer service terminals of the call subsystem.

In some alternative implementations, the call processing apparatus 400 is further configured to perform the steps of: and responding to an internal number registration request sent by the customer service terminal in the calling subsystem, and sending a registration feedback response message for the customer service terminal, wherein the registration feedback response message comprises the internal number of the customer service terminal.

In some alternative implementations, the second request further includes along-line data; the second processing policy is further for transmitting the associated data to the second target terminal over the second communication link.

In some alternative implementations, the telecommunication network system supports multiple communication protocols, and the call request is a third request, where the third request is a request for outgoing calls from the calling system; when the determining module 401 determines a communication link between the call request from the voice gateway to the destination terminal according to the routing policy, the following steps are performed: determining a third target terminal and a target communication protocol used for bearing a third request by the telecommunication network system based on a third processing strategy in the routing strategy and a called number corresponding to the third request, wherein the third target terminal is a user terminal outside the calling system;

A third communication link between the voice gateway and the third target terminal is determined for the third request based on the target communication protocol, the communication connection between the voice gateway and the telecommunications network system, and the communication connection between the telecommunications network system and the third target terminal.

In some alternative implementations, the plurality of call subsystems includes a primary call subsystem and a backup call subsystem.

In the embodiment provided by the application, the determining module responds to the received call request and determines the communication link between the call request and the destination terminal from the voice gateway according to the routing policy, wherein the routing policy is determined according to the voice gateway and the monitoring data of a plurality of call subsystems, and compared with the monitoring data of the call systems, the monitoring data of the voice gateway can reflect the running state of the call systems more intuitively and timely, so that the routing policy determined based on the monitoring data of the voice gateway and the call systems together has smaller hysteresis than the routing policy formulated based on the monitoring data of the call systems only, and the routing policy is matched with the running state of the call systems; in addition, the call system comprises a plurality of call subsystems, and according to the condition that the destination terminal of the call request belongs to a customer service terminal of the call subsystem or a user terminal outside the call system, a communication link between the voice gateway and the destination terminal of the call request can be determined through a routing strategy, and the call request is sent to the corresponding destination terminal through a sending module based on the communication link, so that smooth transmission of the call request is ensured, and the destination terminal can process the call request. In addition, the call processing method is applied to the voice gateway between the telecommunication network system and the call system, so that the call request can be reasonably distributed at the voice gateway, which is equivalent to realizing overall distribution of communication resources of the call system at the source.

The various modules in the call processing apparatus described above may be implemented in whole or in part by software, hardware, and combinations thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.

In addition, the application also provides electronic equipment and a computer readable storage medium, and the above can be used for realizing any of the call processing methods provided by the application, and corresponding technical schemes and descriptions and corresponding records of method parts are omitted.

Referring to fig. 5, an embodiment of the present application provides an electronic device including: at least one processor 501; at least one memory 502, and one or more I/O interfaces 503, coupled between the processor 501 and the memory 502; wherein the memory 502 stores one or more computer programs executable by the at least one processor 501, the one or more computer programs being executable by the at least one processor 501 to enable the at least one processor 501 to perform the call processing method described above.

The various modules in the electronic device described above may be implemented in whole or in part in software, hardware, and combinations thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above modules.

The embodiment of the application also provides a computer readable storage medium, on which a computer program is stored, wherein the computer program realizes the call processing method when being executed by a processor/processing core. The computer readable storage medium may be a volatile or nonvolatile computer readable storage medium.

Embodiments of the present application also provide a computer program product comprising computer readable code, or a non-transitory computer readable storage medium carrying computer readable code, which when executed in a processor of an electronic device, performs the above-described call processing method.

Those of ordinary skill in the art will appreciate that all or some of the steps, systems, functional modules/units in the apparatus, and methods disclosed above may be implemented as software, firmware, hardware, and suitable combinations thereof. In a hardware implementation, the division between the functional modules/units mentioned in the above description does not necessarily correspond to the division of physical components; for example, one physical component may have multiple functions, or one function or step may be performed cooperatively by several physical components. Some or all of the physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application specific integrated circuit. Such software may be distributed on computer-readable storage media, which may include computer storage media (or non-transitory media) and communication media (or transitory media).

The term computer storage media includes both volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storage of information such as computer readable program instructions, data structures, program modules or other data, as known to those skilled in the art. Computer storage media includes, but is not limited to, random Access Memory (RAM), read Only Memory (ROM), erasable Programmable Read Only Memory (EPROM), static Random Access Memory (SRAM), flash memory or other memory technology, portable compact disc read only memory (CD-ROM), digital Versatile Discs (DVD) or other optical disc storage, magnetic cassettes, magnetic tape, magnetic disk storage or other magnetic storage devices, or any other medium which can be used to store the desired information and which can be accessed by a computer. Furthermore, as is well known to those of ordinary skill in the art, communication media typically embodies computer readable program instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transport mechanism and may include any information delivery media.

The computer readable program instructions described herein may be downloaded from a computer readable storage medium to a respective computing/processing device or to an external computer or external storage device over a network, such as the internet, a local area network, a wide area network, and/or a wireless network. The network may include copper transmission cables, fiber optic transmissions, wireless transmissions, routers, firewalls, switches, gateway computers and/or edge servers. The network interface card or network interface in each computing/processing device receives computer readable program instructions from the network and forwards the computer readable program instructions for storage in a computer readable storage medium in the respective computing/processing device.

Computer program instructions for carrying out operations of the present application may be assembly instructions, instruction Set Architecture (ISA) instructions, machine-related instructions, microcode, firmware instructions, state setting data, or source or object code written in any combination of one or more programming languages, including an object oriented programming language such as SMALLTALK, C ++ or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The computer readable program instructions may be executed entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider). In some embodiments, aspects of the present application are implemented by personalizing electronic circuitry, such as programmable logic circuitry, field Programmable Gate Arrays (FPGAs), or Programmable Logic Arrays (PLAs), with state information for computer readable program instructions, which can execute the computer readable program instructions.

The computer program product described herein may be embodied in hardware, software, or a combination thereof. In an alternative embodiment, the computer program product is embodied as a computer storage medium, and in another alternative embodiment, the computer program product is embodied as a software product, such as a software development kit (Software Development Kit, SDK), or the like.

Various aspects of the present application are described herein with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the application. It will be understood that each block of the flowchart illustrations and/or block diagrams, and combinations of blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer-readable program instructions.

These computer readable program instructions may be provided to a processor of a general purpose computer, special purpose computer, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions/acts specified in the flowchart and/or block diagram block or blocks. These computer readable program instructions may also be stored in a computer readable storage medium that can direct a computer, programmable data processing apparatus, and/or other devices to function in a particular manner, such that the computer readable medium having the instructions stored therein includes an article of manufacture including instructions which implement the function/act specified in the flowchart and/or block diagram block or blocks.

The computer readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other devices to cause a series of operational steps to be performed on the computer, other programmable apparatus or other devices to produce a computer implemented process such that the instructions which execute on the computer, other programmable apparatus or other devices implement the functions/acts specified in the flowchart and/or block diagram block or blocks.

The flowcharts and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of instructions, which comprises one or more executable instructions for implementing the specified logical function(s). In some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams and/or flowchart illustration, and combinations of blocks in the block diagrams and/or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.

Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted in a generic and descriptive sense only and not for purpose of limitation. In some instances, it will be apparent to one skilled in the art that features, characteristics, and/or elements described in connection with a particular embodiment may be used alone or in combination with other embodiments unless explicitly stated otherwise. It will therefore be understood by those of ordinary skill in the art that various changes in form and details may be made therein without departing from the scope of the present application as set forth in the following claims.

Claims

1. A call processing method, the method being applied to a voice gateway and the voice gateway being communicatively coupled to a telecommunications network system and a call system, respectively, the method comprising:

in response to a received call request, determining a communication link between the call request from the voice gateway to a destination terminal according to a routing policy, wherein the call system comprises a plurality of call subsystems, the destination terminal comprises a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing policy is determined according to monitoring data of the voice gateway and the plurality of call subsystems;

and sending the call request to the destination terminal based on the communication link, wherein the destination terminal is used for processing the call request.

2. The method of claim 1, wherein the call request comprises a first request for a user terminal external to the call system to call into the call system;

the determining the communication link between the call request from the voice gateway to the destination terminal according to the routing policy comprises:

Selecting a first target call subsystem and a first target terminal carrying the first request from a plurality of call subsystems based on a first processing strategy in the routing strategy, wherein the first target terminal is a customer service terminal in the first target call subsystem, and the first processing strategy is used for dividing the first request of the call subsystem;

A first communication link between the first request from the voice gateway to the first target terminal is determined based on a communication connection between the voice gateway and the first target call subsystem, a communication connection between the first target call subsystem and the first target terminal.

3. The method of claim 1, wherein the call request comprises a second request, the second request being a call request between customer service terminals of different call subsystems;

determining a second target calling subsystem and a second target terminal according to the called number corresponding to the second request, wherein the second target terminal is a customer service terminal in the second target calling subsystem;

4. A method according to claim 3, wherein the call request includes a called number and a calling number;

Before determining the second target call subsystem and the second target terminal according to the called number corresponding to the second request, the method further includes:

Acquiring the called number and the calling number from the call request;

And under the condition that the called number and the calling number belong to internal numbers, determining the call request as the second request, wherein the internal numbers are numbers used for making calls between customer service terminals of the call subsystem.

5. The method according to claim 4, wherein the method further comprises:

And responding to an internal number registration request sent by the customer service terminal in the call subsystem, and sending a registration feedback response message for the customer service terminal, wherein the registration feedback response message comprises the internal number of the customer service terminal.

6. The method of claim 3, wherein the second request further comprises along-line data;

The second processing policy is further configured to send the along-with data to the second target terminal through the second communication link.

7. The method of claim 1, wherein the telecommunications network system supports a plurality of communication protocols; the call request is a third request, and the third request is a request for calling out the calling system;

Determining a third target terminal and a target communication protocol used by the telecommunication network system for bearing the third request based on a third processing strategy in the routing strategy and a called number corresponding to the third request, wherein the third target terminal is a user terminal outside the calling system;

A third communication link between the voice gateway and the third target terminal for the third request is determined based on the target communication protocol, the communication connection between the voice gateway and the telecommunications network system, and the communication connection between the telecommunications network system and the third target terminal.

8. A call processing apparatus, wherein the call processing apparatus is disposed at a voice gateway and the voice gateway is communicatively coupled to a telecommunications network system and a call system, respectively, the apparatus comprising:

a determining module, configured to determine, in response to a received call request, a communication link between the call request and a destination terminal from the voice gateway according to a routing policy, where the call system includes a plurality of call subsystems, and the destination terminal includes a customer service terminal in the call subsystem or a user terminal outside the call system, and the routing policy is a policy determined according to monitoring data of the voice gateway and the plurality of call subsystems;

And the sending module is used for sending the call request to the destination terminal based on the communication link, and the destination terminal is used for processing the call request.

9. An electronic device, comprising:

at least one processor; and

A memory communicatively coupled to the at least one processor; wherein,

The memory stores one or more computer programs executable by the at least one processor to enable the at least one processor to perform the call processing method of any one of claims 1-7.

10. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the call processing method according to any of claims 1-7.