CN101094086B - Method and system for constructing call canter by next generation of network - Google Patents
Method and system for constructing call canter by next generation of network Download PDFInfo
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- CN101094086B CN101094086B CN2007100761341A CN200710076134A CN101094086B CN 101094086 B CN101094086 B CN 101094086B CN 2007100761341 A CN2007100761341 A CN 2007100761341A CN 200710076134 A CN200710076134 A CN 200710076134A CN 101094086 B CN101094086 B CN 101094086B
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Abstract
The system comprises: a SIP control module connected to a soft switch and used for complete the call access, media negotiation and call cut-off; a media gateway control module connected to a media server and used for playing of voice; and a call control module used for shielding the access of lower layer network. The invention uses either NGN network and NGN protocol or SIP and MGCP protocol to create a call center capable of providing multi access modes.
Description
Technical field
The present invention relates to field, call center and network (NGN) field, specifically, relate to the method and system of utilizing the Session Initiation Protocol (Session Initial Protocal) that provides in the next generation network and MGCP agreement (MediaGateway Control Protocol) to make up the call center.
Background technology
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 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.
Above method is practical on the net in present conventional telecommunications, but along with the demand in market and the variation of user side access, present call center system has been proposed brand-new challenge, compare with call center based on NGN, there are some defectives in traditional call center at present: 1) conventional call centers is subject to the conventional telecommunications net, and, can merge diverse network based on adopting IP network to set up in the call center of NGN.2) traditional call center only provides the voice access way at present.And can provide rich and varied access way based on the call center of NGN, for example: voice, video, instant message.
Be the general standard agreement of industry based on Session Initiation Protocol in the next generation network and MGCP agreement at present.Conversation initialized protocol (SIP) is a kind of application layer control protocol, and SIP supports name map and redirect services, and it supports user mobility.No matter the user network site is at which, the user only need keep single exterior visual identifier.SIP can set up perfect multi-media architecture in conjunction with other agreement in the NGN network, as the real-time transport protocol (rtp) of real-time Data Transmission and service quality (QOS) feedback, the real time streaming protocol (rtsp) that Streaming Media transmission control is provided and the Session Description Protocol (SDP) of describing Multimedia session are provided.In soft switchcall server, the MGCP agreement is mainly used between soft switch and media gateway or soft switch and the MGCP terminal, and soft switch is by connection, foundation and the release of the medium/control flows on this agreement control media gateway/MGCP terminal.The MGCP agreement is based on host-guest architecture, so its solution helps the interconnection of gateway, is fit to make up large scale network, and agreement has favorable expansibility.In addition, separate with the medium processing, make operator to come building network with the equipment of a plurality of producers owing to call out control.
Summary of the invention
The object of the present invention is to provide a kind of system based on SIP in the next generation network and MGCP protocol construction call center, the standard agreement that this system utilizes NGN network and NGN to provide, realization can provide the call center of plurality of access modes, the maximized existing resource of utilizing improves user's the satisfaction and the market competitiveness.
In order to solve above-mentioned purpose, the invention provides a kind of system that makes up the call center, in the access network, be used for finishing the control of signaling, voice and the video media stream of call center; Described system comprises:
One SIP control module is docked with a soft switch device, is used to finish the access of calling, the negotiation of medium and the disconnection of calling;
One media gateway controlling module is docked with a media server, is used to finish the broadcast voice, and to the designated call recording, and form voice conferencing; And
One Call Control Block is connected with described SIP control module and media gateway controlling module, is used to finish the shielding bottom-layer network and inserts, and provides various standard C STA protocol call interfaces to application layer.
Wherein, described system is connected alternately by Session Initiation Protocol between described SIP control module and the soft switch device, realizes the Video show between user and the seat.
Wherein, described system is undertaken by MGCP between described media gateway controlling module and the media server alternately.
Wherein, described system, described CSTA protocol call interface comprises response operation, single step meeting operation keeps operation, recovery operation, tripartite talks operation, routing operations, deflection operation, handover operation.
The present invention also provides a kind of method that makes up the call center, comprises the steps:
The access code at A, user's place calls center, call information enters calling system;
B, this calling system are converted into inside story with described call information, and judge whether and need send media information to the user; If desired, then described media information is sent to media server, goes to step C; If do not need, hang up customer call, terminated call;
C, obtain an idle port of described media server, use this idle port to receive described media information, and be sent to described system;
D, described calling system obtain described media information, control described media server and send described media information to the user, finish calling.
Wherein, in the described method, the information between described calling system and the described user transmits or receives and finished by Session Initiation Protocol.
Wherein, in the described method, described calling system and the described information of stating between the media server transmit or receives to be finished by media gateway protocols.
Wherein, in the described method, described media information is a voice messaging.
Wherein, in the described method, described calling system comprises SIP control module, Call Control Block and media gateway controlling module.
Compared with prior art, the standard agreement that the present invention utilizes existing NGN network and NGN to provide, use the call center of SIP and MGCP agreement foundation based on NGN, realization can provide the call center of plurality of access modes, the maximized existing resource of utilizing, reduce investment outlay, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is the structure chart based on the call center of NGN network struction of system of the present invention;
Fig. 2 is the flow chart that a user calls out in the call center of the inventive method.
Embodiment
Below in conjunction with accompanying drawing, preferred embodiment of the present invention is described in further detail.
The invention provides a kind of system, as shown in Figure 1, insert in the NGN network, be used for finishing control signaling, voice and the video media stream of call center based on next generation network (NGN) structure call center; This system comprises SIP control module 110, media gateway controlling module 120 and Call Control Block 130.
Described SIP control module 110 dock with a soft switch device (SoftSwitch) 140, and this soft switch device 140 is connected with the user.This SIP control module 110 by with the docking of SoftSwitch 140, and finish control to various callings by Session Initiation Protocol, create, revise or the termination Multimedia session, finish the access of calling, the negotiation of medium and the concrete functions such as disconnection of calling, such as Internet phone call; This SIP control module 110 is supported user mobilitys, promptly no matter the user network site at which, the user only need keep single exterior visual identifier, just can support that the user's is mobile.Simultaneously, in calling procedure, can carry out the switching and the negotiation of medium according to the needs of client layer.
Described media gateway controlling module 120, dock with media server (MediaServer) 150, by control MediaServer 150, realize being connected with disconnection, playing voice, playback and collect the digits, record and of designated user and specified speech port with functions such as several users port formation meetings.
Described Call Control Block 130 is connected with described SIP control module 110 and media gateway controlling module 120, is used to finish the shielding bottom-layer network and inserts, and provides various standard C STA protocol call interfaces to application layer simultaneously.Described Call Control Block 130 is implemented on the bearer network, business is provided with bearer network separate, and shields the Details Of Agreement of each bearer network, and call center's business support of standard is provided, and the unification that externally provides, standard, open interface; This interface meets industrywide standard agreement ECMA217, and ECMA218 such as the interface that provides is: response operation, single step meeting operation, maintenance operation, recovery operation, tripartite talks operation, routing operations, deflection operation and handover operation etc.Simplified platform and business development and maintenance, provide good support for a large amount of variations, personalized business are provided to the terminal use based on the call center of NGN network; Like this, operator then is placed on more energy the construction of network and improves, and finally forms a perfect industry value chain.
The present invention also provides a kind of method based on next generation network (NGN) structure call center, and in the present embodiment, the described system in this method comprises SIP control module, Call Control Block and media gateway controlling module; And this method comprises the steps:
The access code at A, user's place calls center is called out and is sent into the soft switch device, and this soft switch device should be called out by sip message and be notified to the SIP control module;
B, described SIP control module and soft switch device are finished the mutual of SIP, and calling is converted into inside story sends to described Call Control Block; Whether described Call Control Block is judged message related to calls need to play voice to the user; If do not need to play voice, then directly notify described SIP control module customer call to be hung up terminated call; Play voice if desired, then user's medium stream information is delivered to described media gateway controlling module, and a voice port that need obtain on the media server is described, go to step C;
After C, described media gateway controlling module receive message related to calls, sending MGCP and described media server carries out alternately, obtain the media server port of a free time, and use this media server port to receive and the transmission voice flow, and notify described Call Control Block to the user's voice port;
D, described Call Control Block are with the described SIP control module of obtaining of idle medium Service-Port message informing, this SIP control module is then mutual by sip message and described soft switch device, realize that the user links to each other with the media server port, send and receive voice flow to the media server port;
E, described Call Control Block notice media gateway controlling module controls media server, and play specified speech to user port and flow.
Now the user of agent call with the call center is an example, sees also Fig. 2, describes the structure call center flow process of the inventive method:
1, after call center system (NCCS) receives the request of a subscriber phone of seat requirement calling, Call Control Block uses sip message by the SIP control module earlier, it is logical to use SoftSwitch that agent phone is exhaled, and the medium stream information of agent phone is sent to Call Control Block by 200OK;
2, after agent phone is connected, Call Control Block is by the media gateway controlling module, use CRCX to obtain a port from MediaServer, and give this port of MediaServer with the Media Stream message informing of agent phone, the related port information of MediaServer is sent to Call Control Block by 200 message;
3, Call Control Block is by the SIP control module, and the Media Stream relevant information of MediaServer is notified to agent phone, and the Media Stream of finishing agent phone switches, and agent phone is connected with the MediaServer port like this, the mutual transmission of realization Media Stream;
4, Call Control Block uses RQNT message informing MediaServer by the media gateway controlling module, and described agent phone playing RBT;
5, Call Control Block is by SIP control module calling party phone, and the Media Stream message with seat sends to the user simultaneously, and after the user answer, the SIP Call Control Block sends to Call Control Block with user's medium stream information;
6, Call Control Block uses DRCX that the MediaServer port that gets access to is previously discharged by the media gateway controlling module, has so just stopped agent phone and has listened ring-back tone;
7, subsequently, Call Control Block is by the SIP control module, and user's Media Stream relevant information is notified to agent phone, and the Media Stream of finishing agent phone switches, and agent phone is connected with subscriber phone like this, finishes mutual transmission Media Stream;
8, agent phone and subscriber phone are set up two-way Media Stream, and voice flow is realized Interworking Telephone in the NGN transmission over networks.
In sum, compared with prior art, the standard agreement that the present invention utilizes existing NGN network and NGN to provide, use the call center of SIP and MGCP agreement foundation based on NGN, realization can provide the call center of plurality of access modes, and the maximized existing resource of utilizing is reduced investment outlay, improve professional user satisfaction and occupation rate of market, tangible economic benefit and social benefit are arranged.
In a word, the present invention is not limited to above-mentioned execution mode, anyly is familiar with this operator, without departing from the spirit and scope of the present invention, all should drop within protection scope of the present invention.
Claims (9)
1. the system of a next generation network structure call center is used for finishing the control of signaling, voice and the video media stream of call center; It is characterized in that described system comprises:
One SIP control module is docked with a soft switch device, is used to finish the access of calling, the negotiation of medium and the disconnection of calling;
One media gateway controlling module is docked with a media server, is used to finish the broadcast voice, and to the designated call recording, and form voice conferencing; And
One Call Control Block is connected with described SIP control module and media gateway controlling module, is used to finish the shielding bottom-layer network and inserts, and provides various standard C STA protocol call interfaces to application layer.
2. system according to claim 1 is characterized in that, is connected alternately by Session Initiation Protocol between described SIP control module and the soft switch device, realizes the Video show between user and the seat.
3. system according to claim 1 is characterized in that, is undertaken alternately by MGCP between described media gateway controlling module and the media server.
4. according to the arbitrary described system of claim 1 to 3, it is characterized in that described CSTA protocol call interface comprises response operation, single step meeting operation, keeps operation, recovery operation, tripartite talks operation, routing operations, deflection operation and handover operation.
5. the method for a next generation network structure call center is characterized in that this method comprises the steps:
The access code at A, user's place calls center, call information enters calling system;
B, this calling system are converted into inside story with described call information, and judge whether and need send media information to the user; If desired, then described media information is sent to media server, goes to step C; If do not need, hang up customer call, terminated call;
C, obtain an idle port of described media server, use this idle port to receive described media information, and be sent to described calling system;
D, described calling system obtain described media information, control described media server and send described media information to the user, finish calling.
6. method according to claim 5 is characterized in that, the information between described calling system and the described user transmits or receives and finished by Session Initiation Protocol.
7. method according to claim 5 is characterized in that, described calling system and the described information of stating between the media server transmit or receives to be finished by media gateway protocols.
8. according to the arbitrary described method of claim 5 to 7, it is characterized in that described media information is a voice messaging.
9. method according to claim 8 is characterized in that, described calling system comprises SIP control module, Call Control Block and media gateway controlling module.
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| CN102281364B (en) * | 2010-06-08 | 2014-12-10 | 中兴通讯股份有限公司 | Call center system and method for accessing call center system |
| CN102523358A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network |
| CN102984404B (en) * | 2012-11-08 | 2015-03-18 | 深圳中兴网信科技有限公司 | Voice communication scheduling command system |
| CN105491547B (en) * | 2015-11-30 | 2019-03-19 | 叶碧华 | Multi-functional peripatetic device, global roaming system and method |
| CN105516176B (en) * | 2015-12-25 | 2018-09-14 | 北京京东尚科信息技术有限公司 | A kind of call center system and its communication connecting method and device |
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