CN100568898C - A kind of multimedia call center system based on ParlayAPI - Google Patents
A kind of multimedia call center system based on ParlayAPI Download PDFInfo
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- CN100568898C CN100568898C CNB2005101048418A CN200510104841A CN100568898C CN 100568898 C CN100568898 C CN 100568898C CN B2005101048418 A CNB2005101048418 A CN B2005101048418A CN 200510104841 A CN200510104841 A CN 200510104841A CN 100568898 C CN100568898 C CN 100568898C
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Abstract
The invention discloses a kind of multimedia call center system, comprising: a Parlay gateway module based on ParlayAPI; One Call Control Block; One seat control module; One media server module; Described Parlay gateway module is connected with soft switch and media server module respectively by IP network, be used for and soft switch between to carry out call signaling mutual, and and described media server module between have medium control Signalling exchange; Described Call Control Block is connected with the Parlay gateway module, is used for sending control signaling and meeting with a response the result to described Parlay gateway module; Described seat control module is connected with described Call Control Block, is used for by carrying out signaling message between CSTA agreement and described Call Control Block mutual.System of the present invention can effectively utilize resource and bandwidth on the broadband networks to carry out business development based on the IP broadband networks, has improved the user satisfaction and the market competitiveness.
Description
Technical field
The present invention relates to a kind of call center system, specifically, the capability set that relating to a kind of Parlay of utilization gateway provides carries out the multimedia call center system of the access and the control of video, voice, instant message.
Background technology
The call center of prior art is the information system that is used for providing to the user multiple access means such as phone, fax, Email, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry, as 1860 in the telecommunications industry, 95555 in the financial circles etc.At present the call center is based on that traditional telecommunications network realizes, a user arrives the stored-program control exchange of region by telephone line, this end office's stored-program control exchange realizes that by the switch at trunk arrival place, call center the conversation between user and the operator exchanges with consulting.
API (Application Programming Interface) API, all computer languages all will be used, API is the approach that program is used the service that operating system provides, most programming is direct control hardware not, but call these API, by operating system direct control hardware, needn't consider and the problem of hardware compatibility when such benefit is programming again, the more important thing is from operating system layer and realized code sharing.So, if when programming, can use it as far as possible with the function of API realization.
Parlay APIs is that it has adopted OO method, uses the UML language to be described by one group of opening, be independent of technology, the extendible API of Parlay tissue and 3GPP, ETSI and JAIN cooperation issue.Parlay APIs be one group of opening with the irrelevant API of concrete technology, third party's business development merchant, stand alone software provider can develop business by ParlayAPI.Service application developer utilizes network by this open standard interface ability provides service for the user of each network.PARLAYAPI provides the ability of a safety, open access existing network.The Parlay gateway comprises a plurality of service capability servers, each service capability server correspondence one or more Service Capability Features that are used for saying so, this Service Capability Feature is the abstract of function that network is provided, is responsible for the ability that higher layer applications provides accesses network resource and information; Framework gives security that business interface is open, safety and can manage necessary ability.
Compare with multimedia call center, there is the following defective in traditional call center at present:
1) traditional call center is subject to the conventional telecommunications net, and multimedia call center adopts IP network to set up, and can merge the various resources on diverse network and the IP network.
2) traditional call center only provides the voice access way at present, and multimedia call center can provide rich and varied access way, for example: voice, video, instant message.
3) based on call center's limited bandwidth of traditional electrical phone network, further business development.
What 4) adopt based on the call center of traditional electrical phone network is the traditional intelligence net mode, and all by telephone network control, trafficwise is very dumb for signaling and speech channel.And what adopt based on the multimedia call center of broadband networks is the broad band intelligent net mode, and signaling is separated with Media Stream, and business function can be provided more flexibly.
5) the traditional call center type of user terminal that can insert is confined to landline telephone and mobile phone.
Still find no at present based on ParlayAPI and realize that the technology of structure multimedia call center is open.
Summary of the invention
Technical problem to be solved by this invention just provides a kind of multimedia call center system based on ParlayAPI, utilize the IP network of more and more popularizing now, enrich capability set with Parlay provides, realization can provide the call center of plurality of access modes, the compatible simultaneously conventional call centers that the voice access way only is provided at present, the maximized existing resource of utilizing is to improve the user satisfaction and the market competitiveness.
Technical scheme of the present invention comprises:
A kind of multimedia call center system based on ParlayAPI wherein, comprising: a Parlay gateway module; One Call Control Block; One seat control module; One media server module;
Described Parlay gateway module is connected with soft switch and media server module respectively by IP network, be used for and soft switch between to carry out call signaling mutual, and and described media server module between have medium control Signalling exchange;
Described Call Control Block is connected with the Parlay gateway module, is used for sending control signaling and meeting with a response the result to described Parlay gateway module by the ParlayAPI agreement;
Described seat control module is connected with described Call Control Block, is used for by carrying out signaling message between CSTA agreement and described Call Control Block mutual.
Described system, wherein, described Parlay gateway module is used to finish the shielding bottom-layer network and inserts, provide various capability sets to application layer simultaneously, and business provided with bearer network separate, shield the Details Of Agreement of each bearer network, the core competence collection provide is provided provides the business support of different range, provide standard, opening, unified interface to application layer simultaneously to the call center.
Described system, wherein, described Call Control Block is used to finish to the processing of ParlayAPI and calls, and finishes video, and the control of the session of voice and instant message and processing provide the CSTA protocol interface simultaneously.
Described system, wherein, described seat control module is used to finish the control to agents state, and waits in line and distribute idle seat to give the function of associated call.
Described system, wherein, described media server module is used for the connection to the specified speech port, disconnects, and several ports are formed conferencing function, and the Media Stream processing capacity of voice or video is provided.
A kind of multimedia call center system based on ParlayAPI provided by the present invention adopts such scheme to have following main beneficial effect: multiple media services business can be provided, comprise voice, video, instant message etc.; Signaling control provides with medium, business development is independent, makes that business development and expansion are more flexible; Based on the IP broadband networks, can effectively utilize resource and bandwidth on the broadband networks to carry out business development; Multiple terminal be can insert, conventional telephone terminal, video terminal, instant message interface comprised, soft switch phone or the like, the maximized existing resource of having utilized of system of the present invention has improved the user satisfaction and the market competitiveness.
Description of drawings
Fig. 1 is a kind of multimedia call center structure chart based on ParlayAPI that the present invention proposes;
Fig. 2 is the flow chart that calling that voice that the present invention proposes insert the user enters into seat.
Embodiment
System of the present invention has proposed the multimedia call center system (MCCS) on a kind of IP network, can finish the control signaling and the voice of call center, video media stream, and instant message.Below in conjunction with accompanying drawing, will carry out comparatively detailed description to each preferred embodiment of the present invention.
Realization of the present invention comprises following several sections based on the multimedia call center system of ParlayAPI: the Parlay gateway module; Call Control Block; The seat control module; Media server module.As shown in Figure 1, the function based on each part of multimedia call center system of ParlayAPI is as follows:
Described Parlay gateway module is used to finish the shielding bottom-layer network and inserts, and provides various capability sets to application layer simultaneously; Described Parlay gateway module provides business with bearer network and separates, shield the Details Of Agreement of each bearer network, the core competence collection that dependence provides provides the business support of different range to the call center, provides standard, opening, unified interface to application layer simultaneously.
Described Call Control Block is used to finish to the processing of ParlayAPI and calls, and finishes video, and the control of the session of voice and instant message and processing provide the CSTA functional interface simultaneously.
Described seat control module is used to finish the control to agents state, and waits in line and distribute idle seat to give the function of associated call.
Described media server module is used for mainly comprising the connection to the specified speech port, disconnects, and with functions such as several ports formation meetings, provides Media Stream processing capacities such as voice, video.
Each intermodule of multimedia call center system based on ParlayAPI of the present invention, its annexation is as follows:
Described Parlay gateway module is connected with soft switch and media server module respectively by IP network.Exist call signaling mutual between Parlay gateway module and soft switch.There is medium control Signalling exchange between Parlay gateway module and media server module.
Described Call Control Block is connected with described Parlay gateway module.Described Call Control Block sends control signaling and meets with a response the result to the Parlay gateway module by the ParlayAPI agreement.
Described seat control module is connected with described Call Control Block.Described seat control module is by existing signaling message mutual between CSTA agreement and Call Control Block.
Below in conjunction with accompanying drawing, the calling that inserts the user with voice enters, and is linked into seat A, and to wish to join the flow process that forms meeting in the existing calling be example to another one seat B then, describes the implementation process of system of the present invention in detail.
Of the present inventionly realize the multimedia call center system that makes up based on ParlayAPI, its control flow may further comprise the steps as shown in Figure 2:
One, after described Call Control Block starts, to described Parlay gateway module registration service code, notify this Parlay gateway module, the Parlay gateway module is registered to soft switch.
Two, during the service code of customer call appointment, route is called out in soft switch, and call signaling is sent to the Parlay gateway module, and the event notification message that the Parlay gateway module is converted into ParlayAPI with this calling triggers and calls the notification call control module.
Three, described Call Control Block can trigger message content according to this and determine that this calling is that voice insert, or video inserts, or the instant message access, and the formation calling sequence sends to the seat control module with this message simultaneously.
Four, described seat control module is ranked to all accesses according to certain rule according to access way, obtain idle available seat and give Call Control Block, Call Control Block synthesizes session with the access of appointment and the seat A that obtains according to access way then.If voice mode, then seat and user can converse, and perhaps call out other users and form voice conferencing etc.; If video mode, then seat and user carry out point-to-point Video show; If instant message, then seat can exchange by the mode of text chat with the user.
If five this moment another one seat B wish to join in the existing calling, then the seat control module is notified to Call Control Block by the single step meeting event.
Six, described Call Control Block is applied for corresponding conferencing resource by calling establishment request for conference Parlay gateway module on described media server.
Seven, the session of earlier front having been set up of described Call Control Block joins in the meeting of being applied for, calling position B then, and after seat B replied, the single step meeting of described Call Control Block notice seat B was operated successfully.
Eight, such user and seat A, seat B forms meeting, can communicate with each other.
System of the present invention utilizes ParlayAPI to realize the multimedia call center system on IP network, it is by inserting the Parlay gateway of IP network, send the mode of multimedia call by ParlayAPI to Call Control Block and seat control module, to calling rank route and access, the multimedia conversation, obtaining conferencing resource from media server as required plays voice, omnidistance recording and recording for the user of appointment or meeting, play TTS (Text To Speech), reception/transmission fax etc.
Described multimedia call center of the present invention system, comprised support MGCP, SIP, the Parlay gateway module of complete agreement such as IM, support to resolve the Call Control Block of ParlayAPI and the complete agreement of CSTA, and the media server module that voice resource and conferencing resource are provided, provide the queuing route the seat control module.System of the present invention can utilize ParlayAPI to be implemented in multimedia call function on the IP network, provides more user type to insert, and the maximized existing resource of utilizing improves the user satisfaction and the market competitiveness, and tangible economic benefit and social benefit are arranged.
Should be understood that above-mentioned description at preferred embodiment is comparatively detailed, but can not therefore think the restriction to scope of patent protection of the present invention, scope of patent protection of the present invention should be as the criterion with claims.
Claims (5)
1, a kind of multimedia call center system based on ParlayAPI is characterized in that, comprising: a Parlay gateway module; One Call Control Block; One seat control module; One media server module;
Described Parlay gateway module is connected with soft switch and media server module respectively by IP network, be used for and soft switch between to carry out call signaling mutual, and and described media server module between have medium control Signalling exchange;
Described Call Control Block is connected with the Parlay gateway module, is used for sending control signaling and meeting with a response the result to described Parlay gateway module by the ParlayAPI agreement;
Described seat control module is connected with described Call Control Block, is used for by carrying out signaling message between computer support telecommunication application protocol CSTA and described Call Control Block mutual.
2, system according to claim 1, it is characterized in that, described Parlay gateway module is used to finish the shielding bottom-layer network and inserts, provide various capability sets to application layer simultaneously, and business provided with bearer network separate, shield the Details Of Agreement of each bearer network, the core competence collection provide is provided provides the business support of different range, provide standard, opening, unified interface to application layer simultaneously to the call center.
3, system according to claim 1 is characterized in that, described Call Control Block is used to finish to the processing of ParlayAPI and calls, finish video, the control of the session of voice and instant message and processing provide computer support telecommunication application protocol CSTA interface simultaneously.
4, system according to claim 1 is characterized in that, described seat control module is used to finish the control to agents state, and waits in line and distribute idle seat to give the function of associated call.
5, system according to claim 1 is characterized in that, described media server module is used for the connection to the specified speech port, disconnects, and several ports are formed conferencing function, and the Media Stream processing capacity of voice or video is provided.
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| CNB2005101048418A CN100568898C (en) | 2005-09-21 | 2005-09-21 | A kind of multimedia call center system based on ParlayAPI |
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| CNB2005101048418A CN100568898C (en) | 2005-09-21 | 2005-09-21 | A kind of multimedia call center system based on ParlayAPI |
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| CN100568898C true CN100568898C (en) | 2009-12-09 |
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Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101094086B (en) * | 2007-06-26 | 2010-04-21 | 中兴通讯股份有限公司 | Method and system for constructing call canter by next generation of network |
| 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 |
| CN101938363B (en) * | 2009-06-30 | 2015-10-21 | 中兴通讯股份有限公司 | The method of conference telephone is realized based on Parlay gateway |
| CN101965015B (en) * | 2009-07-21 | 2013-07-17 | 中国电信股份有限公司 | Distributed call center service control method and system |
| CN101656746A (en) * | 2009-09-10 | 2010-02-24 | 中兴通讯股份有限公司 | Engine system and method for multimedia conference |
| CN102137064B (en) * | 2010-01-22 | 2016-02-24 | 中兴通讯股份有限公司 | Based on multimedia conference recording method and the device of business network of future generation |
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| CN1499790A (en) * | 2002-11-08 | 2004-05-26 | 深圳市中兴通讯股份有限公司 | Method of interface for opening service to outside world through soft exchange facilities |
| CN1633122A (en) * | 2004-12-09 | 2005-06-29 | 中国科学院计算技术研究所 | A method of communication between grid platform and open network capability interface based on service |
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1499790A (en) * | 2002-11-08 | 2004-05-26 | 深圳市中兴通讯股份有限公司 | Method of interface for opening service to outside world through soft exchange facilities |
| CN1633122A (en) * | 2004-12-09 | 2005-06-29 | 中国科学院计算技术研究所 | A method of communication between grid platform and open network capability interface based on service |
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