CN100505748C - System and method for supporting telephone application function by computer in IP network - Google Patents
System and method for supporting telephone application function by computer in IP network Download PDFInfo
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- CN100505748C CN100505748C CNB2004100546040A CN200410054604A CN100505748C CN 100505748 C CN100505748 C CN 100505748C CN B2004100546040 A CNB2004100546040 A CN B2004100546040A CN 200410054604 A CN200410054604 A CN 200410054604A CN 100505748 C CN100505748 C CN 100505748C
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Abstract
A system for realizing telephone function supported by computer in IT network consists of conversation initial protocol module for finalizing standard conversation initial protocol and for providing call interface function , media gateway control protocol module for finalizing standard media gateway control protocol and for providing voice stream interface function , call control module for finalizing speech path calling and for obtaining / changing voice stream function and telephone application module supported by computer for being interacted with call control module and providing standard telephone application interface .
Description
Technical field
The present invention relates to communication technical field, relate in particular to and utilize soft switchcall server call center system to be carried out the method for speech path control and signaling control.
Background technology
The communication technology has obtained increasingly extensive application in social every field, along with the aggravation of competing between the telecom operators, and the core means that provide more quality services to become competition for the client.Wherein, the call center that foundation has the service ability improved is the mode of nearly all operation commercial city in employing, meanwhile, comprises the enterprise of industries such as finance, electric power, also all need this mode in call center to increase customer satisfaction degree, and then strengthen the competitiveness of oneself.The call center is called customer service system again, it is the information system that is used for providing multiple access means such as phone, fax, Email to the user, be mainly used to process user to affairs such as enterprise's requirement, query, complaint, suggestion and inquiries, call out the calling of 95555 in the financial circles etc. as 1860 in the telecommunications industry.The call center is based on traditional telecommunications network realization at present, a user arrives the stored-program control exchange of region by telephone line, this end office's stored-program control exchange arrives the switch at customer service system place by trunk, this switch is realized CSTA (Computer-Suport Telephony Applications, the computer support telephony applications) function, and CTI (Computer Telephony Integration, computer telephone integration) is provided interface, realize miscellaneous service.
Though said method is practicable in present conventional telecommunications on the net, but in the customer service system on IP network, then exist inevitable defective: 1) structure of two kinds of networks is far different, is difficult to framework customer service system on IP network in the customer service system of conventional telecommunications net.2) the control signaling difference of two kinds of frameworks, use ISDN PRI and Signaling System Number 7 on the net in conventional telecommunications, but on IP network, use SIP (Session lnitiation Protocol as the carrying of IP packet, Session initiation Protocol), MGCP (Media Gateway Control Protocol, MGCP), H.248 wait agreement, the control signaling that the difference that the difference of control signaling must cause the customer service system user to insert, existing C STA system can't be finished IP based network transmits.3) voice of two kinds of frameworks transmit different, in conventional telecommunications is to pass through relaying on the net, but that be to use in IP network is RTP (the Real-Time Protocol of IP packet carrying, real-time protocol (RTP)) Media Stream, the difference that voice transmit also must cause the difference of customer service system user mode access, and the voice that existing C STA system can't finish IP based network transmit.
Still find no at present disclosed document and introduce the implementation method that realizes the CSTA system on the IP based network.
Summary of the invention
The task that the present invention will solve provides a kind of system and method that can realize the CSTA function in IP network.In the hope of overcoming the shortcoming that can't in IP network, realize the CSTA function that prior art exists.
For achieving the above object, the present invention has constructed a kind of system that realizes the CSTA function in IP network, it is characterized in that, comprises SIP module, MGCP module, CC (Call Control calls out control) module and CSTA module;
Described SIP module is finished the standard Session Initiation Protocol and the function of interface of calls is provided: the SIP on the IP network is called out handle, realize the operation of session initiation protocol regulation, and provide interface of calls to the CC module;
Described MGCP module is finished standard MGCP agreement and the function of voice flow interface is provided: the media manipulation that the CC module is sent is handled, realize the MGCP agreement of standard simultaneously, and utilize MGCP and MS (MediaServer: media server) mutual, realize concrete media manipulation;
Described CC module is finished the function that voice flow was called out and obtained/change in speech channel: carry out the control of interaction process associated call with the SIP module, carry out the media manipulation control of interaction process associated call simultaneously with the MGCP module;
Described CSTA module and CC module are mutual, and the CSTA interface of standard is provided simultaneously.
The present invention also provides a kind of method that realizes the CSTA function on IP network, it is characterized in that, may further comprise the steps:
(1) when the seat Login Register, CCS (Call Control System, call control system) writes down the information of this agent phone, comprises rtp streaming code/decode type and packing cycle that the IP address, udp port, seat of seat are supported;
(2) after subscriber phone enters the SIP system of CCS by soft switch access devices such as (Soft Switch), CCS uses Session Initiation Protocol to resolve the UDP message bag, and sends to the CC module according to the state generation corresponding call message of this calling;
(3) after the CC module receives message related to calls, send the message of application media resource to MS, and obtain media resource, send message related to calls and the relevant media information of seat to the CSTA module then by MGCP;
(4) after the CSTA module received the calling and media information of CC module, the message that is converted into the CSTA standard sent to CTI, thereby set up the calling of customer service system.
The present invention only need carry out very little transformation to equipment such as the CTI in traditional customer service system, tsapi, seats, just can be implemented in and guarantee on original customer service system flow process basis of invariable, by using the CCS system, set up the customer service system on the IP network, thereby reduce investment outlay, improve the professional user satisfaction and the network completion rate, tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is that the CCS that utilizes that the present invention proposes realizes customer service system structure chart on the IP network.
Fig. 2 is the system construction drawing of realization CSTA function of the present invention.
Fig. 3 is that the control sequence schematic diagram is called out by the call center that the present invention proposes.
Fig. 4 is the method flow diagram of realization CSTA function of the present invention.
Embodiment
Below in conjunction with the drawings and specific embodiments, the method for the invention is specified.
In order on IP network, to realize the call center, designed the method and system of realizing CSTA on a kind of IP based network: CCS, be used for finishing control signaling and audio medium stream in the customer service system, the CTI interface is provided simultaneously.
The method and system of CSTA on the realization IP based network of the present invention, i.e. CCS system, SIP module, MGCP module, CC (Call Control calls out control) module, CSTA module.
Described SIP module is finished the standard Session Initiation Protocol and the function of interface of calls is provided; Described MGCP module is finished standard MGCP agreement and the function of voice flow interface is provided; Described CC module is finished the function that voice flow was called out and obtained/change in speech channel; Described CSTA module outwards provides standard C STA the function of interface.
Described SIP module mainly comprises the processing that the SIP on the IP network is called out, and realizes the operation of session initiation protocol regulation, and provides interface of calls to the CC module.Specifically: the SIP module obtains sending to UDP (User Datagram Protocol from IP network, User Datagram Protoco (UDP)) port is 5060 data, and with the UDP message use standard Session Initiation Protocol parsing that receives, obtain SIP call information and state, Media Stream and SIP header field information according to this calling sends to the CC module with this calling then, call information with the CC module is converted into Session Initiation Protocol simultaneously, by using the UDP message bag to send to IP network, final sum terminal use sets up and calls out control and media negotiation control then.
Described MGCP module comprises that mainly the media manipulation that the CC module is sent handles, and realizes the MGCP agreement of standard simultaneously, and utilize MGCP and MS (MediaServer: media server) mutual, realize concrete media manipulation.Specifically: the media manipulation that the MGCP module obtains designated call is carried out from the CC module is indicated, then according to the state of this calling, should call out indication and be converted into the MGCP agreement, send to MS by the UDP message bag, to resolve with MGCP from the UDP message bag that MS obtains simultaneously, the media manipulation that forms concrete calling sends to the CC module.
Described CC module mainly comprises with the SIP module carries out the control of interaction process associated call, and while and MGCP module are carried out the media manipulation control of interaction process associated call.Specifically: the CC system receives the calling that comes from the SIP module and this calling is sent to the CSTA module, and receive from the next call treatment result of CSTA module, send to the SIP module then, obtain media manipulation from the CSTA system simultaneously, the calling corresponding according to operation, this media manipulation is sent to the MGCP module, receive the media manipulation result of MGCP module simultaneously.
Described CSTA module mainly comprises mutual with the CC module, and the CSTA interface of standard is provided simultaneously.Specifically: the operation that CSTA module and CC module interaction process are called out and medium are controlled provides CSTA standard interface to CTI simultaneously.
As shown in Figure 4, the method for utilizing the CCS system to realize customer service system on IP network of the present invention may further comprise the steps:
1, when the seat Login Register, CCS writes down the information of this agent phone, comprises the IP address of seat, udp port, the rtp streaming code/decode type that seat is supported, packing cycle.
2, when subscriber phone by access device, for example soft switch (SoftSwitch), enter the SIP system of CCS after, CCS uses Session Initiation Protocol to resolve the UDP message bag, and generates corresponding call message according to the state of this calling and send to the CC system.
3, after the CC module receives message related to calls, send the message of application media resource by MGCP to MS, and after obtaining media resource, send message related to calls and the relevant media information of seat to the CSTA module.
4, after the CSTA module received the calling and media information of CC module, the message that is converted into the CSTA standard sent to CTI, thereby set up the calling of customer service system.
Calling with a user enters below, and can hear that the system plays job number is an example, describes method and system of the present invention in detail.
After a user began to call out connecting system, connecting system was converted into the SIP signaling with this calling and sends to the CCS system by IP network.This moment, the CCS system can receive the invite signaling of Session Initiation Protocol, showed that a customer call begins to enter the CCS system, and this moment, the CCS system sent the trying signaling to connecting system, showed that call link carries out.The CCS system sends the SetUpEvent incident to the CC module simultaneously, after the CC module receives this message, thereby need obtain the Media Stream of two media ports with seat from MS, and user's Media Stream is mapped.So the CC module uses the MGCP agreement to send to MS seat and user's medium property collection, and obtains and seat from MS, the Media Stream attribute that the user is complementary sends to the CSTA module then and calls out the Media Stream that enters message and MS port for the first time.If during the Media Stream attribute that does not obtain being complementary, CC module notice SIP module is hung up this calling.
After obtaining calling out the Media Stream that enters message and MS port for the first time when the CSTA module, be translated into the standard message of CSTA: e_delieved message sends to CTI with this message simultaneously.CTI and then notice seat, if seat is replied, then the CSTA module will obtain the answercall order and should order notice CC module from CTI.The CC module can send to user's Session Initiation Protocol 200OK signaling by the SIP module, shows that to the user seat replys.
If this moment, seat need be play correspondingly job number to the user, then seat passes through CTI, send PA (PlayAnnouncement:PA) order to the CSTA of CCS system module, job number is play in request, the CSTA module sends to the CC module with this order, the state that the CC module will be called out carries out record, is converted into the MGCP signaling then and sends to MS by the MGCP module and play voice.
Claims (6)
1, a kind of system that realizes computer support telephony applications function in IP network is characterized in that, comprises session initiation protocol module, MGCP module, Call Control Block and computer support telephony applications module;
Described session initiation protocol module is finished standard session initiation protocols and the function of interface of calls is provided: the session initiation protocol call on the IP network is handled, realize the operation of Session initiation Protocol regulation, and provide interface of calls to described Call Control Block;
Described MGCP module is finished the standard media gateway control protocol and the function of voice flow interface is provided: the media manipulation indication that described Call Control Block sends is handled, realize the MGCP of standard simultaneously, and utilize MGCP and media apparatus interaction, realize concrete media manipulation;
Described Call Control Block is finished the function that voice flow was called out and obtained/change in speech channel: carry out the control of interaction process associated call with described session initiation protocol module, carry out the media manipulation control of interaction process associated call simultaneously with described MGCP module;
Described computer support telephony applications module and described Call Control Block interaction process are called out and the operation of medium control, and the computer support telephony applications interface of standard is provided simultaneously.
2, the system that in IP network, realizes computer support telephony applications function as claimed in claim 1, it is characterized in that, the function that described session initiation protocol module is finished is specially: obtaining sending to the User Datagram Protoco (UDP) port from IP network is 5060 data, and with the User Datagram Protoco (UDP) data use standard session initiation protocols parsing that receives, obtain session initiation protocol call information and state, Media Stream and Session initiation Protocol header field information according to this calling sends to described Call Control Block with this calling then, call information with described Call Control Block is converted into session initiation protocol call information simultaneously, by using the User Datagram Protoco (UDP) packet to send to IP network, final sum terminal use sets up and calls out control and media negotiation control then.
3, the system that in IP network, realizes computer support telephony applications function as claimed in claim 1, it is characterized in that, the function that described MGCP module is finished is specially: the media manipulation that obtains designated call is carried out from described Call Control Block is indicated, then according to the state of this designated call, this media manipulation indication is converted into MGCP media manipulation indication, send to media server by the User Datagram Protoco (UDP) packet, to resolve with MGCP from the User Datagram Protoco (UDP) packet that media server obtains simultaneously, the media manipulation that forms designated call sends to described Call Control Block.
4, the system that in IP network, realizes computer support telephony applications function as claimed in claim 1, it is characterized in that, the function that described Call Control Block is finished is specially: receive the calling that comes from described session initiation protocol module and this calling is sent to described computer support telephony applications module, and receive from the next call treatment result of described computer support telephony applications module, send to described session initiation protocol module then, obtain media manipulation from described computer support telephony applications module simultaneously, the calling corresponding according to operation, this media manipulation is sent to described MGCP module, receive the media manipulation result of described MGCP module simultaneously.
5, a kind of method that realizes computer support telephony applications function on IP network is characterized in that, may further comprise the steps:
(1) when the seat Login Register, call control system writes down the information of this agent phone;
(2) after subscriber phone enters the session initiation protocol module of call control system by the soft switch access device, call control system uses Session initiation Protocol to resolve the User Datagram Protoco (UDP) packet, and sends to Call Control Block according to the state generation corresponding call message of calling out;
(3) after Call Control Block receives message related to calls, send the message of application media resource to media server by MGCP, and the acquisition media resource, send message related to calls and the relevant media information of seat to computer support telephony applications module then;
(4) after computer support telephony applications module received the message related to calls and media information of Call Control Block, the message that is converted into computer support telephony applications standard sent to computer telephone integration, thereby set up the calling of customer service system.
6, the method that on IP network, realizes computer support telephony applications function as claimed in claim 5, it is characterized in that agent phone information comprises in the described step (1): real time protocol stream code/decode type and packing cycle that the IP address of seat, User Datagram Protoco (UDP) port, seat are supported.
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| Application Number | Priority Date | Filing Date | Title |
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| CNB2004100546040A CN100505748C (en) | 2004-07-22 | 2004-07-22 | System and method for supporting telephone application function by computer in IP network |
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| CNB2004100546040A CN100505748C (en) | 2004-07-22 | 2004-07-22 | System and method for supporting telephone application function by computer in IP network |
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| CN1725753A CN1725753A (en) | 2006-01-25 |
| CN100505748C true CN100505748C (en) | 2009-06-24 |
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Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101110864B (en) * | 2006-07-19 | 2010-08-18 | 中兴通讯股份有限公司 | Method for providing dial-in service using medium service apparatus |
| CN101102371B (en) * | 2007-07-17 | 2012-02-29 | 华为技术有限公司 | Method and device for creating and deleting resource conference site in CSTA system and CSTA system using resource conference site |
| CN101600027B (en) * | 2008-06-04 | 2013-02-27 | 中兴通讯股份有限公司 | Method for individually reporting job numbers of seats and call center system |
| CN103095936A (en) * | 2011-11-02 | 2013-05-08 | 中兴通讯股份有限公司 | Controlling method and controlling device and calling system for customer service representative callings |
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