WO2014032531A1

WO2014032531A1 - Method, device and system for terminal handover

Info

Publication number: WO2014032531A1
Application number: PCT/CN2013/081739
Authority: WO
Inventors: 李会
Original assignee: 中兴通讯股份有限公司
Priority date: 2012-08-27
Filing date: 2013-08-19
Publication date: 2014-03-06
Also published as: CN103634484A; CN103634484B

Abstract

Disclosed are a method, device and system for terminal handover, the method comprising: receiving a handover request message initiated by a terminal client, wherein, the handover request message used for handing over the connection of the terminal client to the target terminal client; handing over the connection of the terminal client to the target terminal client, wherein, the terminal client and/or the target terminal client including the cloud terminal client and the virtual client. The handover of the calling center terminal client and the target terminal client can be enabled by the present invention.

Description

Terminal switching method, device and system

TECHNICAL FIELD The present invention relates to the field of communications, and in particular, to a terminal handover method, apparatus, and system. BACKGROUND With the maturity of cloud computing technologies, call centers are gradually shifting to cloud computing platforms, and cloud computing platform-based call centers can better provide virtualized call centers and the like to lease call center resources and use them on demand. In this way, the maintenance of the call center infrastructure can be maintained by the party building the call center, while the party providing the call center service uses these resources directly as needed. This allows for the lowest possible use of the lowest cost of use and resources. The so-called call center refers to making full use of modern communication and computer technologies, such as interactive voice response subsystem.

(Interactive Voice Response, referred to as IVR), Automatic Call Distributor (ACD), etc., can automatically and flexibly handle a large number of different mobile phone calls and outgoing services and service operations. Currently, call centers are increasingly recognized as telemarketing centers in enterprise applications. At present, according to the technical status of the call center, the call center is mainly composed of the following functional modules: Computer Telephony Integration (CTI) The call processing subsystem realizes screen pop-up and realizes synchronous transfer, so that the customer's information is displayed. On the operator's screen; call tracking management; computer-based telephone intelligent routing; personalized greetings; incoming and outgoing calls; "softphone" function of the agent terminal; online recording function during the call. Up to now, CTI technology has developed into "Computer Telecommunication Integration" technology, in which "T" has developed into "Telecommunication", which means that the current CTI technology not only has to deal with traditional telephone voice, but also To handle other forms of information media including fax, email, etc.

IVR is an interactive voice response (for example: Interactive Voice 800 Call Center Flowchart Response System). The calling user can access the service center only by telephone. Listen to the mobile entertainment products according to the operation prompts, and play according to the content input by the user. information. ACD is also called automatic queuing machine, which is responsible for the balanced allocation of customer calls. The system can track the agent status in real time and generate a valid agent queue accordingly. According to the queuing algorithm, the call is inserted into the most appropriate agent queue. The system can change the call handling method at any time according to actual needs. Currently, call centers have multiple cloudization methods, one of which is the virtualization of agents. That is, the traditional agent software client runs in the cloud resource pool, and the agent accesses the cloud resource pool through a similar remote desktop mode, and then obtains an agent server from the resource pool. The agent server then contacts the call center like a traditional agent software. The input of the agent user is transferred from the agent client to the corresponding command and transmitted to the server of the agent, and then the server of the agent is converted into the agent command and sent to the call center; on the contrary, the message sent by the call center to the client is also via the agent server. Send to the agent client. As the call mobility requirements of call centers become higher and higher, the types and needs of the seats used by the agents may change at any time. In this way, based on the agent's scenario, the agent may sometimes use the agent software, and sometimes use the virtual agent client. Therefore, the cloud call center needs to support the agent user to switch between the ordinary agent software client and the virtual agent client. In view of the related problems in the related art that the call center agent user switches between the ordinary agent software client and the virtual agent client, an effective solution has not been proposed yet. SUMMARY OF THE INVENTION The present invention provides a terminal handover method, apparatus, and system to address at least the above problems, in connection with the problem that a call center agent user switches between a common agent software client and a virtual agent client. According to an embodiment of the present invention, a terminal handover method is provided, the method includes: receiving a handover request message sent by a terminal client, where the handover request message is used to request to switch a connection of the terminal client to a target a terminal client; switching the connection of the terminal client to the target terminal client, wherein the terminal client and/or the target terminal client include a cloud terminal client and a virtual client. Preferably, after receiving the handover request message sent by the terminal client, the method further includes: determining that the terminal client and the target terminal client belong to the same user. Preferably, when the target terminal client includes a cloud terminal client and a virtual client, switching the connection of the terminal client to the target terminal client comprises: establishing a connection with the virtual client; A connection is established between the client and the communication peer of the terminal client. Preferably, before the establishing of the connection between the virtual client and the communication client of the terminal client, the method further includes: receiving a message of the resource scheduling module, where the message includes a virtuality allocated to the cloud terminal client Information of the client; establishing a connection with the virtual client according to the information of the virtual client. Preferably, the method further includes: sending information of the cloud terminal client and/or information of the virtual client to the communication peer. Preferably, after the virtual client establishes a connection with the communication client of the terminal client, the method further includes: sending, by the virtual client, information sent by the communication peer to the cloud terminal client; Receiving, by the virtual client, operation information and/or media information of the cloud terminal client, and sending the same to the communication pair

Preferably, when the terminal client includes a cloud terminal client and a virtual client, the switching the connection of the terminal client to the target terminal client comprises: receiving a second handover request message sent by the virtual client, The second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and target terminal client information; and the terminal according to the second handover request message The client's connection is switched to the target terminal client. Preferably, the terminal client is a client client, the cloud terminal client is a cloud agent, and the virtual client is a virtual agent. According to another embodiment of the present invention, a terminal handover method is further provided, the method includes: the terminal client sends a handover request message, where the handover request message is used to request to switch the connection of the terminal client to a target a terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client; the terminal client receives a handover response message. Preferably, the method further includes: the terminal client and the target terminal client belong to the same user. Preferably, when the terminal client includes the cloud terminal client and the virtual client, the switching the connection of the terminal client to the target terminal client comprises: sending, by the virtual client, a second handover request message to the server The second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and information of the target terminal client. According to still another embodiment of the present invention, a terminal handover method is further provided, the method includes: receiving, by a target terminal client, a handover request message, where the handover request message is used by a terminal client to request the terminal client The connection switch is connected to the target terminal client, and the terminal client and/or the target terminal client includes a cloud terminal client and a virtual client; and the target terminal client responds to the handover request message. Preferably, the method further includes: the terminal client and the target terminal client belong to the same user. Preferably, the target terminal client responding to the handover request message includes: establishing, by the target client, a connection between a communication peer end of the terminal client; and ending, by the terminal client, a communication pair with the terminal client The connection between the ends. Preferably, when the target terminal client includes the cloud terminal client and the virtual client, the target terminal client responding to the handover request message includes: sending, by the virtual client, the communication peer The information is sent to the cloud terminal client; the virtual client receives operation information and/or media information of the cloud terminal client, and sends the information to the communication peer. According to still another embodiment of the present invention, a terminal switching apparatus is further provided, including: a first receiving module, configured to receive a handover request message initiated by a terminal client, where the handover request message is used to request the The connection of the terminal client is switched to the target terminal client; the switching module is configured to switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal Client and virtual client. According to still another embodiment of the present invention, a terminal switching apparatus is further provided, which is located at a terminal client, and includes: a sending module, configured to send a handover request message, where the handover request message is used to request the The terminal client's connection is switched to the target terminal client, where the terminal client and/or the target terminal client includes a cloud terminal client and a virtual client; and the second receiving module is configured to receive a handover response message. According to still another embodiment of the present invention, a terminal switching device is further provided, which is located at a target terminal client, and the device includes: a third receiving module, configured to receive a handover request message, where the handover request message is used by the terminal The client requests to connect the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client; and the response module is configured to respond to the Switch the request message. According to still another embodiment of the present invention, a terminal switching system is further provided, comprising the terminal switching device described above. According to the embodiment of the present invention, the service switching request message initiated by the receiving terminal client is used, where the service switching request message is used to request to switch the connection of the terminal client to the target terminal client; and the service connection of the switching terminal client is connected to the target terminal client. The terminal client or the target terminal client includes a cloud terminal client and a virtual client. The purpose of switching between the call center terminal client and the target terminal client is achieved. BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are set to illustrate,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 1 is a flowchart of a terminal handover method according to an embodiment of the present invention; FIG. 2 is a flowchart of another terminal handover method according to an embodiment of the present invention; FIG. 3 is a flowchart according to a preferred embodiment of the present invention. FIG. 4 is a block diagram showing the structure of a terminal switching apparatus according to an embodiment of the present invention; FIG. 5 is a block diagram showing the structure of a terminal switching apparatus according to a preferred embodiment of the present invention; FIG. 7 is a schematic diagram of a general terminal client accessing a remote server according to an embodiment of the present invention; FIG. 8 is a cloud terminal client accessing a remote server according to an embodiment of the present invention; FIG. 9 is a schematic diagram of a call center terminal switching system according to a preferred embodiment of the present invention; FIG. 10 is a flowchart of a method for a general terminal client to switch to a cloud terminal client according to a preferred embodiment of the present invention; Is a flowchart of a method for switching a cloud terminal client to a normal terminal client according to a preferred embodiment of the present invention; FIG. 12 is a diagram of the present invention. A flowchart of a method for a general agent client to switch to a cloud agent client in a preferred embodiment; FIG. 13 is a flowchart of a method for a cloud agent client to switch to a normal agent client according to a preferred embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. It should be noted that the embodiments in the present application and the features in the embodiments may be combined with each other without conflict. As the call mobility requirements of the call center become higher and higher, in this case, based on the agent-based scenario, the agent may sometimes use the agent software, and sometimes the virtual agent client, then the terminal client and the target terminal client. It is necessary to switch as needed, and to ensure continuity of the service during the handover process. Therefore, in order to solve the problem related to the handover between the terminal client and the target terminal client, the embodiment of the present invention provides a terminal handover method. FIG. 1 is a flowchart of a terminal handover method according to an embodiment of the present invention. As shown in FIG. 1, the method includes the following steps: Step S102: Receive a handover request message initiated by a terminal client, where a handover request message is used to request The connection of the terminal client is switched to the target terminal client. Step S104: Switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client. And receiving, by the foregoing step, a service switching request message initiated by the terminal client, where the service switching request message is used to request to switch to the target terminal client, and the service connection of the switching terminal client is connected to the target terminal client, where the terminal client or The target terminal client includes a cloud terminal client and a virtual client. The purpose of switching between the terminal client and the target terminal client is achieved. Preferably, after receiving the service switching request message initiated by the terminal client, it is also determined that the terminal client and the target terminal client belong to the same user. Preferably, the manner of determining that the terminal client and the target terminal client belong to the same user may be, but is not limited to, the method: determining the terminal client and the target terminal client according to the information of the terminal client carried in the service switching request message and the information of the target terminal client. The end belongs to the same user, and preferably, the information may be identification information. Preferably, the current connection information sent by the terminal client is received. Preferably, when the terminal client is a common terminal client, and the target terminal client is a cloud terminal client and/or a virtual terminal client, switching the service connection of the terminal client to the target terminal client includes: establishing a session with the virtual client The virtual client is a cloud resource pool allocated to the cloud terminal client; the virtual client sends the information to the communication terminal of the ordinary terminal client, and establishes a media link between the virtual client and the communication peer; The business connection of the terminal client. Before the media link is established between the virtual client and the communication peer, the method further includes: receiving a response message of the resource scheduling module in the cloud resource pool, where the response message information includes information of the virtual client allocated to the cloud terminal client; The client's information establishes a session connection with the virtual client. After the media link is established between the virtual client and the communication peer, the information of the cloud terminal client needs to be sent to the communication peer. After the media link is established between the virtual client and the communication peer, the method further includes: sending, by the virtual client, the service information of the communication client to the cloud terminal client; the virtual client receiving the operation information of the cloud terminal client. Preferably, when the terminal client is a cloud terminal client and/or a virtual terminal client, and the target terminal client is a common terminal client, the service connection of the switching terminal client to the target terminal client includes: the virtual client receiving the cloud terminal The first handover request message sent by the client, where the first handover request message includes: the identifier information of the cloud terminal client, the service type, the common terminal client information, and the virtual client sends the second message to the server according to the first handover request message. The handover request message, where the second handover request message includes: information of the virtual client, service connection information of the current virtual client. The switching of the service connection of the terminal client to the target terminal client further includes: switching the current service connection information to the ordinary terminal client according to the service connection information of the current virtual client; responding to the virtual client, the virtual client ends the service connection, and is disconnected Open a business connection with the cloud terminal client. FIG. 2 is a flowchart of another terminal handover method according to an embodiment of the present invention. As shown in FIG. 2, the method includes the following steps: Step S202: A terminal client sends a handover request message, where a handover request message is used for requesting Switching the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client. Step S204: The terminal client receives the handover response message. Through the above steps, switching between call center terminals is achieved. FIG. 3 is a flowchart of a terminal handover method according to a preferred embodiment of the present invention. As shown in FIG. 3, the method includes the following steps: Step S302: A target terminal client receives a handover request message, where a handover request message is used for a terminal client. The terminal requests to connect the terminal client's connection to the target terminal client, and the terminal client and/or the target terminal client include the cloud terminal client and the virtual client. Step S304, the target terminal client responds to the handover request message. Preferably, in the method, the terminal client and the target terminal client belong to the same user. Preferably, the handover request message further includes: current service connection information between the terminal client and the communication peer. When the target terminal client is a cloud terminal client and a virtual client, the switching of the service connection of the terminal client to the target terminal client includes: establishing a session connection between the virtual client and the call center, wherein the virtual client is assigned to the cloud by the degree module Terminal client; establishes communication between the virtual client and the terminal client

Preferably, after the virtual client and the communication client of the terminal client establish a link, the virtual client sends the service information of the communication client to the cloud terminal client; the virtual client receives the operation of the cloud terminal client and/or Media information. When the terminal client is a cloud terminal client and/or a virtual client, the switching of the service connection of the terminal client to the target terminal client includes: the virtual client receiving the first handover request message sent by the cloud terminal client, where The request message includes: the identifier information of the cloud terminal client, the target terminal client information; the virtual client sends a second handover request message to the server according to the first handover request message, where the second handover request message includes: information of the virtual client, Cloud terminal client information. Preferably, the switching the connection of the terminal client to the target terminal client further comprises: the virtual client responding to the first message, ending its session connection and/or media link; and disconnecting the virtual client from the cloud terminal client

In this embodiment, a call center terminal switching device is also provided, which is used to implement the above-mentioned embodiments and preferred embodiments thereof. The descriptions of the modules are not described again. . The term "module", as used hereinafter, may implement a combination of software and/or hardware of a predetermined function. Although the systems and methods described in the following embodiments are preferably implemented in software, hardware, or a combination of software and hardware, is also possible and contemplated. FIG. 4 is a structural block diagram of a call center terminal switching apparatus according to an embodiment of the present invention. As shown in FIG. 4, the apparatus includes a first receiving module 40 and a switching module 42. The various modules of the device and their functions are described below. The first receiving module 40 is configured to receive a service switching request message initiated by the terminal client, where the service switching request message is used to request to switch to the target terminal client; the switching module 42 is connected to the first receiving module 40, and is configured as a switching terminal. The client's service is connected to the target terminal client, where the terminal client and/or the target terminal client includes a cloud terminal client and/or a virtual client. FIG. 5 is a structural block diagram of a terminal switching apparatus according to a preferred embodiment of the present invention. As shown in FIG. 5, the apparatus includes a transmitting module 50 and a second receiving module 52. The sending module 50 is configured to send a handover request message, where the handover request message is used to request to switch to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client; The receiving module 52 is configured to receive a response message that the handover is completed. Preferably, the determining module is configured to determine that the terminal client and the target terminal client belong to the same user according to the identifier information of the terminal client carried in the service switching request message and the identifier information of the target terminal client. Preferably, in the cloud call center, the terminal client is a common terminal client or a cloud terminal client, and the target terminal client is a cloud terminal client and/or a common terminal client. FIG. 6 is a structural block diagram of another terminal switching apparatus according to an embodiment of the present invention. The system includes: a third receiving module 60 and a switching module 62. The various modules of the device and their functions are described below. The third receiving module 60 is configured to receive a handover request message, where the handover request message is used by the terminal client to request a handover connection to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and/or The virtual client; the response module 62 is coupled to the third switching module 60 and is configured to respond to the handover request message. The following is an example of switching between a call center terminal client and a target terminal client, in combination with the above embodiments and preferred embodiments thereof. The following embodiments and preferred embodiments thereof propose a method for switching based on a service continuous mode between a common terminal client (Client) and a cloud terminal client (Cloud Client) in a cloud computing application. Specifically, taking a cloud call center as an example, in a cloud call center, a method of switching between a client client (Agent Client) and a call center cloud agent client (Cloud Agent) based on a business continuity mode. 7 is a schematic diagram of a common terminal client accessing a remote server according to an embodiment of the present invention. As shown in FIG. 7, a common terminal client refers to a terminal that is the same as or similar to a terminal in a non-cloud computing architecture. With strong computing power (for example: graphics computing capabilities, media processing capabilities, business session control, etc.), in the cloud call center, the ordinary terminal client is the agent client. The server can be a computing and storage resource based on a cloud computing architecture. FIG. 8 is a schematic diagram of a cloud terminal client accessing a remote server according to an embodiment of the present invention. As shown in FIG. 8, the cloud terminal located on the terminal side is generally a terminal type with relatively weak computing power and storage capability. Common methods include: Th Terminal (Thin Client) and so on. In this case, the network side needs to have a virtual client that serves the cloud terminal client. On the one hand, it interacts with the cloud terminal client, receives the user's operation instructions, or returns the result information to the cloud terminal client; on the other hand, interacts with the server and plays the role of the terminal client. The user's operation instructions are reflected to the server, and the data and instructions sent by the server are received. That is, the Cloud Client Terminal: comprises two parts, a client located on the terminal side (Thin Client), other part is running on the network side of the cloud resource pool of virtual client (Virtualized Client) ₀ terminal located The client on the side is mainly responsible for displaying and interacting with the user; and the virtual client located in the resource pool is responsible for the processing of the actual client business logic, media processing, etc., and its function is to act as a client interacting with the server. On the other hand, it interacts with the terminal client located on the terminal side, and is responsible for the actual client-side related business calculation and graphics image rendering, and feeds the calculation result back to the terminal client, and receives the operation information of the terminal client, and translates it into corresponding The instructions are sent to the server. The server is a call center's manual service module and/or call session task module, set to provide control of the call session and any distribution functions. The manual service module may be a CTI or a manual service function (MSF). In the following embodiments, the switch between the common terminal client and the cloud terminal client of the cloud call center is ensured, and the service continuity is ensured. Sexual terminal client switching is described. It should be noted that both the normal terminal client and the cloud terminal client can initiate a handover of the current service connection (session connection, media connection) to the other party. When the normal terminal client initiates a service handover to the cloud terminal client, the steps of the handover method are as follows: Step 1: The ordinary client initiates a handover request to the server, where the request message includes at least the information of the target terminal client ( For example, including identification, etc.), application layer session information, media connection information of the current normal terminal client, and type information or type indication information of the target terminal client. Step 2: After receiving the request, the server determines that the target terminal client belongs to the same user as the ordinary terminal client according to the information of the client (including: identification information, etc.). Step 3: When the target terminal client type is a cloud terminal client, the server requests the resource scheduling module (Resource Scheduling Module, RSM for short) in the cloud resource pool to request information of the virtual client allocated to the cloud terminal client, the request Includes information about the cloud terminal client. Step 4: The resource scheduling module searches for and acquires the information of the virtual client according to the information (for example, the identification information) of the cloud terminal client, and then returns the information to the server. The information of the virtual client includes at least: identification information, address information, and the like of the virtual client. Step 5: The server establishes session information with the virtual client according to the information of the virtual client. Step 6: After the server establishes a session link with the virtual client, the server notifies the communication client to the information of the virtual client. Optionally, the server also notifies the communication terminal of the information of the cloud terminal client. The communication peer establishes a media link with the virtual client. In the process of the virtual client and the peer communication, the virtual client sends the corresponding media information (including interface information, multimedia information, etc.) to the cloud terminal client, and receives the operation information of the cloud terminal client. Secondly, the steps of the handover method initiated by the ordinary terminal client to initiate a service handover to the cloud terminal client are described. When the cloud terminal client initiates a service handover to the normal client, the steps of the handover method are as follows: Step 1: The cloud terminal client initiates a handover request to the virtual client, where the request includes at least the identifier information of the cloud terminal client. , service type or indication information (terminal handover), target terminal information (identification of the target terminal), and the like. Step 2: The virtual client sends a request message to the server according to the request information of the cloud terminal client, where the request message includes at least: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal) ), information about the virtual client (identity of the virtual client), session of the current virtual client, and media connection information. Step 3: The server determines, according to the request message of the virtual client, that the target terminal client and the cloud terminal client belong to the same user. Step 4: The server switches the current session information to the target terminal client according to the current virtual client session and media connection information. The server then responds to the virtual client. The virtual client ends the session and media connection and then responds to the cloud terminal client. The connection between the cloud terminal client and the virtual client is broken. The embodiments of the present invention will be described in detail below with reference to the accompanying drawings. It should be noted that, in the case of no conflict, the features in the embodiments and the embodiments in the present application may be arbitrarily combined with each other. 9 is a logic diagram of a call center terminal switching system according to a preferred embodiment of the present invention. As shown in FIG. 9, the system includes two aspects: a terminal side and a network platform side. Terminal side: The included entities include a common terminal client, a cloud terminal client, and a communication peer. The network platform side includes entities: a server, a virtual client, and a resource scheduling module. A normal terminal client can directly perform business interaction with a communication peer through a server. The cloud terminal client needs to perform business interaction with the communication peer through the virtual client through the server. For cloud terminal clients and virtual end In the process of starting, ending, and switching between the cloud terminal client and the ordinary terminal client, the resource allocation, collection, and scheduling of the resource scheduling module are also involved. The server manages and controls the switching between the common terminal client and the cloud terminal client through interaction with the resource scheduling module. FIG. 10 is a flowchart of a method for a normal terminal client to switch to a cloud terminal client according to a preferred embodiment of the present invention. As shown in FIG. 10, the method includes the following steps: Step S1002: A common client passes through a server and a communication peer. Have a business connection. The ordinary terminal client maintains a service connection relationship between the server and the remote communication peer. In step S1004, the cloud client and the virtual client are connected. The cloud terminal client has started and established a connection with the virtual client on the network side. Step S1006: The normal terminal client receives the switching instruction. The normal terminal client receives the instruction information that needs to be switched to the target terminal client. Step S1008: The normal terminal client sends a terminal handover request message to the server, where the message includes the information of the target terminal client (including the identifier, etc.), the current client application layer session information, the current media connection information of the common terminal client, and the target terminal. Type information or type indication information of the client. In step S1010, the server confirms that the two clients before and after the handover belong to the same user, and determines that the target client of the handover is a cloud client. After receiving the terminal handover request from the ordinary terminal client, the server determines, according to the request message, that the requested terminal client and the target terminal client belong to the same user. At the same time, the server also determines that the target terminal client requested by the terminal is a cloud terminal client type. In step S1012, the server searches for information of the virtual client. The server requests to obtain information about the virtual client corresponding to the target cloud terminal client according to the resource scheduling module on the network side. In step S1014, the resource scheduling module returns information of the virtual client. The resource scheduling module returns information of the virtual client allocated to the cloud terminal, including: identification information (for example: ID, Uniform Resource Locator (URL)), address information (for example, IP address, port), and the like. Step S1016, the server establishes a connection with the virtual client. Based on the information received from the resource scheduling module, the server establishes a service connection with the virtual client according to the information of the virtual client. In step S1018, the virtual client notifies the cloud terminal client to switch. The virtual client further informs the cloud terminal client that the notification information includes information about the terminal handover (for example, information of the source normal terminal client, information of the communication peer, and the like). In step S1020, the server notifies the communication peer to switch. The server also sends notification information to the communication peer, and the communication information includes information of the handover target object (for example: virtual client information, cloud terminal client information, etc.). Step S1022: The cloud terminal client establishes a service link between the virtual client and the server and the communication peer. The virtual client establishes a service connection with the communication peer terminal. At the same time, the virtual client also establishes a business connection with the cloud terminal client. In step S1024, the server notifies the normal terminal client that the handover is completed. The server sends a notification message to the normal client to inform the terminal client that the handover has been completed. Step S1026: The normal terminal client ends the service connection relationship with the server. The switch is complete. FIG. 11 is a flowchart of a method for a cloud terminal client to switch to a common terminal client according to a preferred embodiment of the present invention. As shown in FIG. 11, the method includes the following steps: Step S1102: A cloud terminal client passes a virtual client and The server maintains a business connection with the communication peer. The cloud terminal client maintains a service connection relationship with the virtual client, and the virtual client maintains a service connection relationship between the server and the communication peer. Step S1104, the cloud terminal client receives the switching instruction. The cloud terminal client receives the handover request of the terminal client, and the handover request message includes: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal), and the like. In step S1106, the cloud terminal client requests to switch the client. The cloud terminal client sends a terminal handover request message to the virtual terminal, where the request message includes: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal), and information of the virtual client ( The identity of the virtual client), the current virtual client's session, and media connection information. Step S1108, the virtual client requests to switch the client. The virtual client sends a terminal client switch request message to the server. In step S1110, the server determines that the clients before and after the handover belong to the same user and the switching mode. After receiving the handover request message, the server determines that the target terminal client and the cloud terminal client belong to the same agent user according to the request message of the virtual client. In step S1112, the server establishes a service connection with the ordinary terminal client. The connection relationship between the server and the ordinary terminal client. In step S1114, the server notifies the communication peer to switch. The server further sends a terminal client handover notification message to the communication peer. In step S1116, a normal service establishes a service connection with the communication peer. A service connection relationship is established between the normal client and the target communication terminal. In step S1118, the server notifies the virtual client that the handover is completed. The server sends a notification message to the virtual client to notify the completion of the handover. Step S1120: The virtual client notifies the cloud terminal client that the handover is completed. The virtual client ends the service connection with the server, and then the virtual client sends a notification message to the cloud terminal client to notify the completion of the handover. In step S1122, the cloud terminal client ends the service connection. Step S1124: The server notifies the resource scheduling module to recycle the virtual client. The server sends a notification message to the resource scheduling module to notify the recycling virtual client. A preferred embodiment of the present invention for handover of a terminal in a cloud call center is described below with reference to the accompanying drawings. FIG. 12 is a flowchart of a method for a normal agent client to switch to a cloud agent client according to a preferred embodiment of the present invention, as shown in FIG. As shown, the method includes the following steps: Step S1202: A normal agent client serves a call center user through a call center server. The normal agent client provides call center service services to the remote call center user client through the call center server. In step S1204, the cloud client of the agent is connected to the virtual agent. The cloud agent client has started and established a connection with the virtual agent client on the network side. In step S1206, the agent issues a terminal switching command to the client. The normal agent client receives the instruction information that needs to be switched to the target agent client. Step S1208: The agent sends a terminal handover request to the call center. The normal agent client sends an agent terminal switching request message to the call center, where the message includes the information of the target agent client (including the identifier, etc.), the current agent client application layer session information, the current media connection information of the common agent terminal client, and the target agent. Type information or type indication information of the client. Step S1210: The call center confirms that the two clients before and after the handover belong to the same user, and determines that the target client of the handover is a cloud client. After receiving the terminal handover request from the normal agent client, the call center determines that the requested agent client and the target agent client belong to the same user according to the request message. At the same time, the call center also determines that the target agent client requested by the agent is a cloud agent client type. In step S1212, the call center finds information of the virtual agent client. The call center requests, according to the resource scheduling module on the network side, the information of the virtual agent client corresponding to the target cloud agent client. In step S1214, the resource scheduling module returns information of the virtual agent client. The resource scheduling module returns information of the virtual agent assigned to the cloud agent client, including: identification information (ID, URL), address information (IP address, port) and the like. In step S1216, the call center establishes a connection with the virtual agent client. Based on the information received from the resource scheduling module, the call center establishes a service connection with the virtual agent based on the information of the virtual agent. In step S1218, the virtual agent notifies the cloud agent client to switch. The virtual agent further informs the cloud agent client that the notification information includes information about the terminal handover, such as: information of the source ordinary agent client, information of the communication peer end, and the like. In step S1220, the call center notifies the call center user client to switch. The call center also sends notification information to the communication peer end, where the communication information includes information of the handover target object (for example: virtual agent client information, cloud agent client information, etc.) Step S1222, the agent cloud agent client passes the virtual agent client and A service link is established between the call center and the communication peer. The virtual agent client establishes a service connection with the communication peer terminal. At the same time, the virtual agent client also establishes a business connection with the cloud agent client. In step S1224, the call center notifies the normal agent client that the handover is completed. The call center sends a notification message to the normal agent client to notify the agent that the client's handover has been completed. Step S1226, ending the service connection between the call center and the opposite end. The normal agent client ends the business connection relationship with the call center. The switch is complete. FIG. 13 is a flowchart of a method for a cloud agent client to switch to a normal agent client according to a preferred embodiment of the present invention. As shown in FIG. 13, the method includes the following steps: Step S1302: A cloud agent client passes a virtual agent and a call The center provides services to user clients. The cloud agent client maintains a service connection relationship with the virtual agent client, and the virtual agent client maintains a service connection relationship between the call center and the communication peer end. Step S1304, the cloud agent client receives the handover instruction of the terminal. The cloud agent client receives the user's handover request. The handover request message includes: cloud agent client identification information, service type or indication information (terminal handover), target agent terminal information (identity of the target terminal), and the like. In step S1306, the cloud agent client requests to switch the client. The cloud agent client sends a terminal handover request message to the virtual agent client. The request message includes: cloud agent client identification information, service type or indication information (terminal handover), target terminal information (identity of the target agent terminal), and virtual agent. Client information (identity of the virtual agent client), current virtual agent client session, and media connection information. In step S1308, the virtual agent client requests to switch the client. The virtual agent client sends a terminal agent client switch request message to the call center server. In step S1310, the call center determines that the clients before and after the handover belong to the same user and the switching mode. After receiving the handover request message, the call center determines that the target agent client and the cloud agent client belong to the same user according to the request message of the virtual agent client. In step S1312, the call center establishes a service connection with the ordinary agent client. The connection between the call center server and the virtual agent client. In step S1314, the call center notifies the call center user client to switch. The call center server further sends an agent terminal client switching notification message to the communication peer. In step S1316, the ordinary agent client establishes a service connection with the call center user client. A service connection relationship is established between the ordinary agent client and the call center user client. In step S1318, the call center notifies the virtual agent client that the handover is completed. The call center server sends a notification message to the virtual agent client to notify the completion of the handover. In step S1320, the virtual agent client notifies the cloud agent client that the handover is completed. The virtual agent client ends the service connection with the call center server, and then the virtual agent client sends a notification message to the cloud agent client to notify the completion of the handover. In step S1322, the cloud agent client ends the service connection. The cloud agent client ends the business connection. Step S1324: The call center notifies the resource scheduling module to reclaim the virtual agent client. The call center sends a notification message to the resource scheduling module to notify the reclaim virtual agent client. Through the above steps, the agent user can switch between the ordinary agent software and the virtual agent client to ensure the continuity of the service. One of ordinary skill in the art will appreciate that all or a portion of the above steps may be performed by a program to instruct the associated hardware. The program may be stored in a computer readable storage medium, such as a read only memory, a magnetic disk, or an optical disk. Alternatively, all or part of the steps of the above embodiments may also be implemented using one or more integrated circuits. Corresponding The modules/units in the foregoing embodiments may be implemented in the form of hardware or in the form of software functional modules. The invention is not limited to any specific form of combination of hardware and software. The above is only a preferred embodiment of the present invention, and of course, the present invention may be embodied in various other embodiments without departing from the spirit and scope of the invention. Corresponding changes and modifications are intended to be included within the scope of the appended claims. Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device so that they may be stored in the storage device by the computing device, or they may be separately fabricated into individual integrated circuit modules, or Multiple modules or steps are made into a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software. The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

Claims

Claim

A terminal switching method, the method comprising:

Receiving a handover request message sent by the terminal client, where the handover request message is used to request to switch the connection of the terminal client to the target terminal client;

Switching the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client.

The method according to claim 1, wherein after receiving the handover request message sent by the terminal client, the method further includes:

It is determined that the terminal client and the target terminal client belong to the same user.

The method according to claim 1, wherein, when the target terminal client comprises a cloud terminal client and a virtual client, switching the connection of the terminal client to the target terminal client comprises: establishing and The connection between the virtual clients;

Establishing a connection between the virtual client and a communication peer of the terminal client.

The method according to claim 3, wherein before the establishing of the connection between the virtual client and the communication client of the terminal client, the method further includes:

Receiving a message of the resource scheduling module, where the message includes information of a virtual client allocated to the cloud terminal client;

Establishing a connection with the virtual client according to the information of the virtual client.

5. The method according to claim 3, further comprising: sending information of the cloud terminal client and/or information of the virtual client to the communication peer.

The method of claim 5, after the establishing a connection between the virtual client and the communication client of the terminal client, the method further includes:

Sending, by the virtual client, information sent by the communication peer to the cloud terminal client; the virtual client receiving operation information and/or media information of the cloud terminal client, and sending the information to the Communication peer.

The method according to claim 1, wherein, when the terminal client comprises a cloud terminal client and a virtual client, switching the connection of the terminal client to the target terminal client comprises:

Receiving a second handover request message sent by the virtual client, where the second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and the target terminal client Information

Switching the connection of the terminal client to the target terminal client according to the second handover request message.

The method according to any one of claims 1 to 7, wherein the terminal client is a client client, the cloud terminal client is a cloud agent, and the virtual client is a virtual agent.

9. A terminal handover method, the method comprising:

The terminal client sends a handover request message, where the handover request message is used to request to switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client End and virtual client

The terminal client receives a handover response message.

The method according to claim 9, wherein the method further comprises: the terminal client and the target terminal client belong to the same user.

The method according to claim 10, wherein, when the terminal client comprises the cloud terminal client and the virtual client, switching the connection of the terminal client to the target terminal client comprises:

The virtual client sends a second handover request message to the server, where the second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and information of the target terminal client. information.

12. A terminal handover method, the method comprising:

The target terminal client receives the handover request message, where the handover request message is used by the terminal client to request to connect the connection of the terminal client to the target terminal client, where the terminal client or the target terminal client includes Cloud terminal client and virtual client;

The target terminal client responds to the handover request message.

The method according to claim 12, wherein the method further comprises: the terminal client and the target terminal client belong to the same user.

14. The method of claim 13, wherein the target terminal client responding to the handover request message comprises:

Establishing a connection between the target client and the communication peer of the terminal client; the terminal client ending a connection with the communication peer of the terminal client.

The method according to claim 12, wherein, when the target terminal client includes the cloud terminal client and the virtual client, the target terminal client responding to the handover request message includes:

16. A terminal switching device, comprising:

The first receiving module is configured to receive a handover request message initiated by the terminal client, where the handover request message is used to request to switch the connection of the terminal client to the target terminal client;

a switching module, configured to switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client W o

17. A terminal switching device, located at a terminal client, the device comprising:

a sending module, configured to send a handover request message, where the handover request message is used to request to switch the connection of the terminal client to a target terminal client, where the terminal client and/or the target terminal client include a cloud Terminal client and virtual client;

The second receiving module is configured to receive a handover response message.

18. A terminal switching device, located at a target terminal client, the device comprising:

a third receiving module, configured to receive a handover request message, where the handover request message is used by the terminal client to request to switch the connection of the terminal client to the target terminal client, the terminal client and/or target The terminal client includes a cloud terminal client and a virtual client;

The response module is configured to respond to the handover request message.

A terminal switching system, comprising the terminal switching device of any one of claims 16-18.