CN100556005C - Instant messaging session transferring method and system - Google Patents

Instant messaging session transferring method and system Download PDF

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CN100556005C
CN100556005C CN 200710073799 CN200710073799A CN100556005C CN 100556005 C CN100556005 C CN 100556005C CN 200710073799 CN200710073799 CN 200710073799 CN 200710073799 A CN200710073799 A CN 200710073799A CN 100556005 C CN100556005 C CN 100556005C
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session
transfer
adapter
initiator
party
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CN 200710073799
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CN101072190A (en )
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千 丁
李国卿
杜修杏
梁佛木
奎 黄
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腾讯科技(深圳)有限公司
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Abstract

本发明适用于网络通讯领域,提供了一种即时通信会话转接方法及客户服务系统,所述方法包括下述步骤:转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息;中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 The present invention is applicable to the field of network communications, there is provided a method of instant messaging session transfer and customer service system, the method comprising the steps of: initiating transfer direction of the transfer server sends a session transfer request, transfer initiator carries, turn then forwarding the selected initiator and recipient of the switched party instant messaging account information; adapter initiates a session to the transit server side and the switched party modified correspondence relationship corresponding to the session and the switched transfer recipient party relationship. 在本发明实施例中,通过切换会话对象实现即时通信会话转接,实现了与传统电话系统一致的会话转接,提高了通信效率,降低了实现成本,并提高了客户服务机构的客户满意度。 In an embodiment of the present invention, the object is achieved by the switching instant messaging session transfer session, implemented consistent with the conventional telephone switching system session, improves the communication efficiency and reduce implementation costs, improve customer satisfaction and customer service organizations .

Description

一种即时通信会话转接方法及系统技术领域本发明属于即时通信领域,尤其涉及一种会话转接的实现方法及装置。 An instant communications session switching method TECHNICAL FIELD The present invention belongs to the field of instant messaging, and particularly to a method and an apparatus to realize the session transfer. 背景技术即时通信(InstantMessaging, IM)系统,是一种能够即时发送和接收互联网消息的系统,已经^t大多数网络用户所接受,成为必不可少的通信工具,不但在平时的休闲娱乐中,而且在用户的工作中得到广泛应用。 BACKGROUND OF THE INVENTION Instant Messaging (InstantMessaging, IM) system, the system is capable of sending and receiving instant messages Internet, ^ t has accepted most internet users, become an essential tool for communication, not only in the usual entertainment, and widely used in the user's work. 通过即时通信系统用户可以向其他用户发送文本消息、传送文件、或者与其他用户进行音频对话、视频对话等通信活动。 Users can send via instant messaging system to other users text messages, transfer files, or audio conversations with other users, video chat and other communication activities. 目前,可以通过即时通信系统实现传统的客户服务,图l示出了现有的即时通信客户服务系统的架构。 Currently, traditional customer service may be implemented by the instant messaging system, Figure l illustrates a prior architecture IM client service system. 中转服务器统一接收来自即时通信终端发出的会话消息,根据特定的路由逻辑和分发算法,将会话消息转发给特定客户服务坐席。 Unified transit server receives a message from the IM session sent from the terminal, depending on the particular routing logic and distribution algorithm, then the message will be forwarded to the particular customer service agent. 当客户服务坐席发出会话消息时,中转服务器同样通过特定的路由逻辑和分发算法,确保消息能够正确地传送到即时通信终端。 When the customer service agent issues a session message, the relay server through the same routing logic and specific distribution algorithm, to ensure that messages can be correctly transmitted to the instant messaging terminal. 即时通信客户服务系统类似一个以中转服务器为主机,客户服务坐席客户端为分机的通信系统。 Instant messaging client service system is similar to a relay server as a host, the customer service agent clients as an extension of the communication system. 即时通信客户服务系统借助中转服务器的软路由技术,可以保证分流之后每个客户服务坐席的接入客户数相对平均。 With instant messaging client service system software routing technology transfer server, you can ensure access relative to the average number of customers after the split of each customer service agent. 客户服务机构可以对其即时通信终端公布一个相对稳定不变的即时通信账号来进行客户服务, 一定程度上提升了客户服务账号的权威性和可信任度。 Customer service organizations can publish a relatively stable and unchanging instant messaging account of its instant communication terminals to customer service to enhance the authority and trustworthiness of customer service account to some extent. 客户服务机构可以根据实际情况灵活地部署客户服务坐席的数量,有效控制人力成本。 Customer service organizations the flexibility to deploy the customer service number of seats based on the actual situation, effective control of labor costs. 为了能够更好的为客户提供服务,当存在多个客户服务坐席时,存在不同的客户服务坐席之间进行客户会话转接的情况,例如客户原与客户服务坐席A 正在会话,客户服务坐席A要将客户转接给客户服务坐席B。 In order to better serve customers, the customer service when there are a plurality of seats, there is a case for client session switching between different customer service agent, for example, the original customer and customer service agent A is a session, the customer service agent A to transfer the customer to a customer service agent B. 利用即时通信中的多人会话可以实现与转接,客户服务坐席A可以先向即时通信服务器申请建立一个多人会话,会话成员的列表就是客户、客户坐席A和客户坐席B的即时通信账号,即时通信服务器通过消息转发,可以实现多人会话,从而实现了客户与客户服务坐席B建立会话关系,进而达到会话转接的目的。 Many people use instant messaging sessions can be achieved with the adapter, A customer service agent may first instant messaging server application to establish a list of multiplayer session, instant messaging session members is the account of customers, clients seats A and B of the client agent, IM server via message forwarding, you can achieve more than a session, enabling customers to establish a session with the customer relationship service agent B, thus achieving the purpose of the transfer session. 但上述这种会话转接方式存在诸多缺点,通信效率低,实现成本较高,假设多人会话的成员总数为n,即时通信服务器每收到一条会话消息,都需要进行(nl )次转发操作,即服务器处理一条n人会话消息的代价会是处理一条普通l对l消息的(nl)倍。 However, the presence of the many shortcomings of such a session switching manner, a communication is low efficiency, high cost, the total number of members of the multiplayer session is assumed as n, each of the IM server receives a session message, you need to be (nl) forwarding operation times , i.e., an n-person conversation server message processing cost of treatment would be a common l (NL) of l-fold message. 所以,即时通信系统的供应商在提供多人会话服务支持时, 一方面会限制同一个多人^S舌里面成员的最大上限,另一方面会限制同一个即时通信账号申请建立多人会话的数量。 Therefore, the instant messaging system supplier in the provision of services to support multiplayer session, on the one hand will limit the maximum upper limit of the same people inside tongue members ^ S, on the other hand will limit the same instant messaging application account established multiplayer session number. 后者对客户服务转接的直接影响是转接的次数受到多人会话建立数量的限制。 The latter a direct impact on the number of customers switching service is subject to transfer restrictions on the number multiplayer session establishment. 因为每次转接都需要建立一个新的多人会话,当该客户服务账号对应的多人会话数目到达上限时,就无法进行转接操作了。 Because each adapter will need to create a new multiplayer session, when the session is more than the number of customer service corresponding to the account limit is reached, it can not transfer the operation. 客户服务坐席必须将之前建立的但目前已经不在使用中的多人会话删除。 Customer service agents must be established before but now not in use multiplayer session is deleted. 发明内容本发明实施例的目的在于提供一种即时通信会话转接方法,旨在解决现有即时通信系统中进行会话转接时,通信效率^f氐,实现成本高的问题。 SUMMARY Example embodiments of the present invention is to provide an instant messaging session transfer method, when a session transfer to solve the existing instant messaging systems, Di ^ f communication efficiency, high cost. 本发明实施例是这样实现的, 一种会话转接的实现方法,所述方法包括下述步骤:转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息;中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 Example embodiments of the present invention is implemented, a method for implementing a session transfer, the method comprising the steps of: initiating transfer direction of the transfer server sends a session transfer request, the adapter carries the initiator, the initiator selected adapter switching the switched party and the receiving party instant messaging account information; adapter initiates a session to the transit server side and the switched party correspondence between the mapping between the reception side and a session switching of the switched party. 所述转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息的步骤之前进一步包括:转接发起方查询索取当前在线客户服务列表。 The direction switching relay server sends a session initiating transfer request, the adapter carries the initiator, the initiator before the step of forwarding the selected receiver, and switching the switched party instant messaging account information further comprises: switching the initiator queries ask for current online customer service list. 所述中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系的步骤之前进一步包括: 判断所述转接的条件。 The relay server session initiating party and the adapter switched party prior to the step of modifying a correspondence relationship corresponding to the relationship between the recipient and the session switching the switched party further comprises: determining whether the condition of the adapter. 当转接发起方向中转服务器发送会话转接请求时,将本次会话记录保存到网络数据库。 When switching the direction of the relay server sends a session initiating transfer request, this session will be saved to the network database records. 所述会话记录中的每条会话消息均具有一个唯一标识本次会话的标识。 Each session record in the session information each have a unique identifier identifying this session. 本发明实施例的另一目的在于提供一种即时通信客户服务系统,包括客户端、即时通信服务器以及中转服务器,所述系统还包括:转接请求接收模块,置于中转服务器,接收转接发起方发送的携带转接发起方、转接发起方选4奪的转接接收方以及被转接方的即时通信账号信息的会话转接请求;会话关系修改模块,置于中转服务器,将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 Another object of an embodiment of the present invention is to provide an instant messaging client service system includes a client, IM server and the relay server, the system further comprising: transfer request receiving module, placed in the relay server, receiving adapter initiates carrying adapter sent by the initiator, the initiator is selected from the adapter 4 and the receiver adapter wins a session transfer request to the instant messaging account information transferring party; session relationship modification module placed transit server, the adapter session initiator correspondence relationship with the transferring party to modify the mapping between the session and the switched transfer recipient party. 客户服务列表显示模块,置于中转服务器,显示当前在线客户服务列表。 Customer service list display module, placed in a transit server, displays the current list of online customer service. 转接方式判断模块,置于中转服务器,判断所述转接是强制转接还是转接接收方有条件的允许转接。 Forwarding mode determining module, placed in the relay server judges the adapter or adapter adapter is forced conditions to allow transfer recipient. 所述系统进一步包括:数据库服务器,置于客户端,保存转接发起方与被转接方的会话记录。 Said system further comprising: a database server, on the client side, the adapter save the session initiating party and the transferring party. 所述会话记录中的每条会话消息均具有一个唯一标识本次会话的标识。 Each session record in the session information each have a unique identifier identifying this session. 在本发明实施例中,通过切换会话对象实现即时通信会话转接,实现了与传统电话系统一致的会话转接,提高了通信效率,降低了实现成本,并提高了客户服务机构的客户满意度。 In an embodiment of the present invention, the object is achieved by the switching instant messaging session transfer session, implemented consistent with the conventional telephone switching system session, improves the communication efficiency and reduce implementation costs, improve customer satisfaction and customer service organizations . 附图说明图1是现有技术提供的一种即时通信客户服务系统的结构图;图2是本发明实施例提供的会话转接的实现流程图;图3是本发明实施例提供的即时通信客户服务系统的结构图;图4是本发明实施例提供的会话对象以及会话信息的转接实现流程图;图5是本发明实施例提供的中转服务器的结构图。 BRIEF DESCRIPTION OF DRAWINGS FIG. 1 is a configuration diagram of an instant communication client service system in the prior art provided; FIG. 2 is a session transfer to an embodiment of the present invention achieves a flowchart; Figure 3 is an instant messaging according to an embodiment of the present invention customer service system configuration diagram; FIG. 4 is a session object according to an embodiment of the present invention and the flow chart for implementing information transfer session; FIG. 5 is a configuration diagram of the relay server according to an embodiment of the present invention. 具体实施方式为了使本发明的目的、技术方案及优点更加清楚明白,以下结合附图及实施例,对本发明进行进一步详细说明。 DETAILED DESCRIPTION To make the objectives, technical solutions and advantages of the present invention will become more apparent hereinafter in conjunction with the accompanying drawings and embodiments of the present invention will be further described in detail. 应当理解,此处所描述的具体实施例仅仅用以解释本发明,并不用于限定本发明。 It should be understood that the specific embodiments described herein are only intended to illustrate the present invention and are not intended to limit the present invention. 在本发明实施例中,通过切换会话对象实现即时通信会话转接,同时以会话为单位组织会话记录,并将会话记录保存入数据库,实现了会话信息的转接, 可以提高用户的通信效率,降低了即时通信会话转接的实现成本。 In an embodiment of the present invention, the instant communications session by forwarding handover session object, while the session as the unit recording session, the session record and save the database, to achieve the transfer of session information, the user can improve communication efficiency, reduces the implementation costs of switching instant messaging session. 图2示出了本发明实施例提供的会话转接的实现流程,详述如下:1 .转接发起方向中转服务器请求客户服务列表,查看当前在线的客户服务坐席;2. 中转服务器将当前在线客户服务的列表返回给转接发起方;3. 转接发起方从当前在线的客户服务坐席中选择转接接收方;4. 转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接接收方以及被转接方的即时通信账号信息;5. 中转服务器判断转接条件,即该转接是强制转接还是有条件的允许转接, 当转接发起方或者管理员强制转接时,中转服务器不再询问转接接收方是否接收转接,而直接进行步骤8;当该转接是有条件的允许转接时,允许转接则执行步骤6,否则执行步骤10;6. 中转服务器向转接接收方发起询问;7. 当转接接收方接受转接时,向中转服务器返回转接接受消息;8. 中转服务器将转接 Figure 2 illustrates the present invention, the session transfer process implemented according to an embodiment, detailed below: initiating a transfer direction of the transfer server requesting client list to see the current online customer service agent; 2 relay server currently online. customer service list is returned to the initiator adapter; 3 transfer transfer recipient initiator selected from the current online customer service agent; and 4. direction switching relay server initiates a session transfer request is sent, the adapter carries the initiator adapter instant messaging recipient and account information of the switched party; 5. relay server determines switching conditions, i.e., the adapter is forced transfer or allow transfer conditions, or when the administrator forces a transfer initiator when the adapter, the adapter transit server asks whether the recipient is no longer receiving adapter, and directly to step 8; when the adapter is to allow conditional transfer, allowing transfer step 6 is performed, otherwise step 10; 6. the relay server initiates an inquiry to the receiver adapter; 7. when the recipient accepts the transfer adapter, the adapter returns an acceptance message to the relay server; 8 transit server the adapter 起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系;9. 中转服务器将转接成功的信息发送给转接发起方;10. 转接接收方向中转服务器返回拒绝转接消息;11. 中转服务器将转接失败的信息发送给转接发起方。 Session from a correspondence relationship with the side of the switched party mapping between the reception side and a session switching of the switched party; 9 successful transfer relay server information to the initiator adapter; 10 receiving direction switching switching the relay server returns the reject message;. the relay server 11 forwarding information to forwarding failure initiator. 上述步骤6、 7中,中转服务器发出转接询问和转接接收方答复转接询问的目的是为了确认转接接收方正常在线,可以防止在转接接收方故障的情况下仍发生转接操作,导致客户服务终止。 The above step 6, 7, the relay server sends a query adapter and the adapter receives the reply adapter interrogation purposes of verifying the normal line transfer recipient, changeover operation can be prevented still occur in case of switching fault recipient , resulting in termination of customer service. 转接接收方可以决定是否响应转接,如果不接受转接,可以向中转服务器返回拒绝转接消息。 Transfer recipient may decide whether to transfer a response, if the transfer does not accept, reject transfer message may be returned to the relay server. 在即时通信过程中,出于对用户隐私的考虑,在进行会话记录保存时,采用的都是本地保存的方式,即用户即时通信过程中的会话记录,只会保存于用户当时^S舌的终端中。 In the instant communication, out of consideration for user privacy, record keeping during the session, it is used in stored locally, that is, the user instant messaging session recording process will only save the user time ^ S tongue terminal. 但在即时通信客户服务系统中,希望所有客户服务人员产生的^^舌记录是可以共享的。 But in the instant messaging client service system, we hope ^^ tongue record all customer service personnel generated can be shared. 例如转接成功后,客户服务坐席B可以查看客户原先与客户服务坐席A或者其他客户服务坐席之间的会话记录,从而更好地了解客户的背景, 之前反映过的问题等等,达到更好的客户服务效果。 For example, when the transfer is successful, the customer service agent can see the customer B and customer service agent originally recorded conversation between A or other customer service agents to better understand the customer's background, reflect before had problems, etc., to achieve better customer service effectiveness. 因此,作为本发明的一个实施例,通过网络数据库统一存取会话数据,当转接发起方发起会话转接时,将相应的^^舌记录保存到网络数据库,当转接成功后,转接接收方可以直接到网络数据库查看或者下载转接发起方与被转接方之间的会话记录。 Thus, as an embodiment of the present invention, unified data through the network to access a database session, when the adapter initiator initiates a session transfer, save record corresponding to network database ^^ tongue, when the transfer is successful, the adapter recipient can view or download the recorded session between the initiator and the adapter directly to the switched party network database. 但在实际的应用中,客服机构和中转服务器之间的通讯属于远程网络通讯, 受到网络环境和带宽的限制。 However, in practical application, communication between customer service and transit agencies server belongs to a remote network communications, and network environment by bandwidth limitations. 客服机构中的各个客户服务坐席之间属于局域网内通信,具有很大的通信优势,作为本发明的一个优选实施例,可选择在本地(即客户服务局域网内部)部署数据库服务器,用来统一存储所有客户服务坐席产生的会话记录。 The mechanism between the customer belongs to each customer service agent LAN communication, the communication has great advantages, as a preferred embodiment of the present invention, choose to deploy a local database server (i.e. customer service internal LAN) for unified storage all customer service agents produced recording session. 所有客户服务坐席产生的会话记录除了会在客户服务坐席当时所使用的终端上进行保存外,还会通过远程数据库访问的方式同步到数据库服务器中,如图3所示。 Session record all customer service agents will be produced in addition to the customer service stored in the terminal agent was used, the access way will be synchronized to the remote database via the database server, as shown in FIG. 客户端需要对历史会话记录数据进行查找时,同样是通过远程数据库访问的方式完成。 When the client needs to find historical data recording session, the same is done by way of remote database access. 具体实现可以有多种方式,例如在数据库服务器上可以采用开源数据库MySQL ,在数据库访问上可以采用微软(Microsoft) Windows平台下所支持的ADO.NET技术。 Specific implementation can have a variety of ways, such as on the database server can be used open-source database MySQL, the database can be accessed using ADO.NET technology under Microsoft (Microsoft) Windows platforms are supported. 在传统的电话客服系统中,客户与客服机构之间的一次会话可以定义为一次电话通话的过程。 In traditional telephone customer service system, a conversation between the customer and the customer service organization can be defined as the process of a telephone call. 电话接通则表示一次会话开始,电话挂断则表示该次会话结束。 The call is connected it indicates the beginning of a session, then hang up the phone indicates the end of that session. 但对于即时通信会话,难以判断其开始和结束的位置,在本发明实施例中,即时通信会话的开始和结束可以这样定义:会话的开始:上一次会话结束之后,从客户服务坐席和被转接方之间产生的第一条会话消息开始,表示该客户服务坐席和被转接方之间开始一次新的会话。 But for the instant communications session, is difficult to determine which begins and ends, in the embodiment of the present invention, the start and end of an instant communication session can be defined as: start of the session: the last time after the end of the session, the customer service agent and is transferred the first session messages generated between the connected parties began to indicate the start of a new session between the customer service agent and switched party. 会话的结束:由客户服务坐席自行控制,当客户服务坐席认为本次会话已经结束,则可以通过界面操作关闭与该客户的会话界面,此时本次会话结束。 End Session: self-controlled by the customer service agent, the customer service agent that when this session has ended, the interface may close the session with the client by the interface operation, when the end of this session. 每开始一次新的会话,即时通信系统自动生成唯一的一个会话ID号,数据库服务器保存每条会话信息时,会在原来的基础上增加一项该信息所属于的会话ID号。 Every start a new conversation, instant messaging system automatically generates a unique session ID number, the database server stores information about each session, the session ID number will increase one of the information belongs in the original basis. 这样在查询一次会话记录时,只需要将会话ID号相同的会话消息按顺序列出即可。 Such a session record in the query, just to the same session ID of a session message to the order listed. 在本发明实施例中,可以定制会话主题,即客户服务坐席可以对每次会话作内容提炼,归纳成会话主题。 In an embodiment of the present invention, it can be customized conversation topic that can be used for customer service agents to extract the contents of each session, grouped into conversation topic. 以会话为单位组织会话信息,将流水账式的原始会话信息切分成更清晰的颗粒度。 Tissue per-session session information, the running account type into the original session information clearer cut granularity. 在提高查找的可读性的同时,也为后面要实现的^i舌内容的转接做好准备。 In looking to improve readability, but also to prepare for the ^ i transfer the contents of the back of the tongue to be achieved. 图4示出了本发明实施例提供的会话对象以及会话信息的转接实现流程, 详述如下:1 .转接发起方向中转服务器请求客户服务列表,查看当前在线的客户服务坐席;2. 中转服务器将当前在线客户服务的列表返回给转接发起方;3. 转接发起方从当前在线的客户服务坐席中选择转接接收方,并将本次会话的全部记录同步到数据库服务器;4. 转接发起方向中转服务器发出转接请求,例如请求可以是"我是客户服务l,我要将即时通信终端1转给客户服务2",转接请求信息还包括转接发起方、转接接收方以及客户的帐号信息;5. 中转服务器判断转接条件,即该转接是强制转接还是有条件的允许转接, 当转接发起方或者管理员强制转接时,中转服务器不再询问转接接收方是否接收转接,而直接进行步骤8;当该转接是有条件的允许转接时,允许转接则执行步骤6,否 FIG. 4 shows the present invention provides a session object and the session information transfer process implemented embodiment, as detailed below: a direction switching relay server initiates a list of customer service requests, view the current online customer service agent; 2 transit. the server list current online customer service is returned to the transfer originator; 3. transfer the initiator adapter selected recipient from the current online customer service agent, and the synchronization of all records of this session to the database server; 4. switching the direction of the relay server initiates transfer request issued by, for example, the request may be "customer service I L, I want the IM service client terminal 1 is transferred to the 2 ', the transfer request information further includes an initiator adapter, the adapter receiving party and customer account information; 5. relay server determines switching conditions, i.e., the adapter is forced transfer or allow transfer conditions, or when the administrator forces the adapter initiator adapter, not ask relay server forwarding whether the recipient receiving adapter, and directly to step 8; when the adapter is to allow conditional transfer, allowing transfer step 6 is performed, NO 执行步骤10;6. 中转服务器向转接接收方发起询问;7. 转接接收方向中转服务器返回转接接受消息,并登陆数据库服务器获取转接发起方与被转接方的最近会话记录;8. 中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系;9. 中转服务器向转接发起方返回转接成功消息;10. 转接接收方向中转服务器返回转接拒绝消息;11. 中转服务器向转接发起方返回转接失败消息。 Step 10; 6 initiates an inquiry to the relay server transfer recipient; 7 receiving direction switching relay transfer acceptance message returned by the server, the database and log recording server acquires latest session initiator and the switching of the switched party; 8 . relay server session initiating party and the adapter switched party correspondence between the mapping between the reception side and a session switching of the switched party; 9. transfer to the relay server adapter returns success message originator; 10. receiving direction switching relay server returns a rejection message forwarding;. relay server 11 returns a failure message transfer initiator adapter. 通过本发明实施例,实现了与电话系统一致的流畅的会话转接体验,提高了用户的满意度。 Embodiments of the present invention, to achieve consistent with the telephone switching system to experience smooth session, improved user satisfaction. 同时,在客户服务机构端部署数据库服务器,有利于发挥客户服务机构局域网内部通信的优势。 At the same time, the customer service database server-side deployment, help customer service organizations take advantage of the internal LAN communications. 另外,以会话为单位来组织原始消息记录, 使用数据库技术来存取和管理这些数据,可以满足客服机构更进一步的通信需求。 Further, per-session, to organize the original message record database technology used to access and manage data, means to meet customer demand for further communication. 图5示出了本发明实施例提供的中转服务器的结构,客户服务列表显示模块51将当前在线客户服务列表显示给转接发起方,转接请求接收模块52接收转接发起方发送的携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息的会话转接请求;转接方式判断模块53判断所述转接是强制转接或者转接接收方有条件选择是否转接,会话关系修改模块54将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 FIG 5 illustrates the present invention, the relay server according to an embodiment of the structure, the customer service module 51 will display the current list of online customer service list displays the initiator to transfer, the transfer request receiving module 52 receives the carry transfer adapter of the sender sends then the initiator, the initiator selected transfer adapter and a session transfer request to the recipient IM account information of the switched party; transfer mode determining module 53 determines that the adapter is forced transfer or transfer recipient select whether transfer conditions, the relationship between the session modification module 54 initiates a session transfer to the switched party side and the correspondence between the mapping between the reception side and a session switching of the switched party. 以上所述仅为本发明的较佳实施例而已,并不用以限制本发明,凡在本发明的精神和原则之内所作的任何修改、等同替换和改进等,均应包含在本发明的寸呆护范围之内。 The above are only preferred embodiments of the present invention but are not intended to limit the present invention, any modifications within the spirit and principle of the present invention, equivalent substitutions and improvements should be included in the present invention inch stay within the scope of protection.

Claims (10)

  1. 1、一种即时通信会话转接方法,其特征在于,所述方法包括下述步骤: 转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息; 中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 An instant messaging session transfer method, wherein the method comprises the steps of: initiating transfer direction of the transfer server sends a session transfer request, the adapter carries the initiator adapter receiving adapter initiator selected side and the switched party instant messaging account information; adapter initiates a session to the transit server side and the switched party correspondence between the mapping between the reception side and a session switching of the switched party.
  2. 2、 如权利要求l所述的方法,其特征在于,所述转接发起方向中转服务器发送会话转接请求,携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息的步骤之前进一步包括:转接发起方查询索取当前在线客户服务列表。 2. The method of claim l, wherein initiating the transfer direction of the relay server sends a session transfer request, the adapter carries the initiator, the initiator selected transfer adapter and the switched party recipient before the step of instant messaging account information further comprises: forwarding the query request originator current online customer service list.
  3. 3、 如权利要求l所述的方法,其特征在于,所述中转服务器将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系的步骤之前进一步包括:判断所述转^接的条件。 3. The method of claim l, wherein said switching relay server session initiator and the switched party correspondence relation modification step of switching a correspondence between a session and the recipient of the switched party before further comprising: determining the transfer contact condition ^.
  4. 4、 如权利要求1所述的方法,其特征在于,所述方法进一步包括下述步骤: 当转接发起方向中转服务器发送会话转接请求时,将本次会话记录保存到网络数据库。 4. The method of claim 1, wherein said method further comprises the steps of: initiating transfer direction when the relay server transmits a session transfer request to save this session to the network database records.
  5. 5、 如权利要求4所述的方法,其特征在于,所述会话记录中的每条会话消息均具有一个唯一标识本次会话的标识。 5. The method as claimed in claim 4, characterized in that each message session the session record has a unique identifier identifying this session.
  6. 6、 一种即时通信客户服务系统,包括客户端、即时通信服务器以及中转月良务器,其特征在于,所述系统还包括:转接请求接收模块,置于中转服务器,接收转接发起方发送的携带转接发起方、转接发起方选择的转接接收方以及被转接方的即时通信账号信息的会话转接请求;会话关系修改模块,置于中转服务器,将转接发起方与被转接方的会话对应关系修改为转接接收方与被转接方的会话对应关系。 6, an instant messaging client service system includes a client, IM server and relay months good service, characterized in that, said system further comprising: transfer request receiving module, placed in the relay server, receiving adapter initiator carrying adapter initiator sends the adapter selected initiator adapter and a session transfer request to the recipient IM account information of the switched party; session relationship modification module placed transit server, the initiator and the adapter transferring party session is modified correspondence relationship with the session transfer recipient switched party correspondence.
  7. 7、 如权利要求6所述的系统,其特征在于,所述系统进一步包括:客户服务列表显示模块,置于中转服务器,显示当前在线客户服务列表。 7. The system as claimed in claim 6, characterized in that the system further comprises: Customer Service list display module, placed transit server, displays the current list of online customer service.
  8. 8、 如权利要求6所述的系统,其特征在于,所述系统进一步包括: 转接方式判断模块,置于中转服务器,判断所述转接是强制转接还是转接接收方有条件的允许转接。 8. The system as claimed in claim 6, characterized in that the system further comprises: switching mode determination module, placed transit server determines adapter or the adapter is forced conditions to allow transfer recipient transfer.
  9. 9、 如权利要求6所述的系统,其特征在于,所述系统进一步包括: 数据库服务器,置于客户端,保存转接发起方与被转接方的会话记录。 9. The system as claimed in claim 6, characterized in that the system further comprises: a database server, on the client side, the adapter save the session initiating party and the transferring party.
  10. 10、 如权利要求9所述的系统,其特征在于,所述会话记录中的每条会话消息均具有一个唯一标识本次会话的标识。 10. The system as claimed in claim 9, characterized in that each message session the session record has a unique identifier identifying this session.
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