CN101184128B

CN101184128B - Method of implementing multimedia information transfer between computer phone integrated device and seat interface

Info

Publication number: CN101184128B
Application number: CN2007101665623A
Authority: CN
Inventors: 郭凤延; 邱芸; 李青; 王懿
Original assignee: China Telecom Corp Ltd
Current assignee: China Telecom Corp Ltd
Priority date: 2007-11-06
Filing date: 2007-11-06
Publication date: 2011-07-27
Anticipated expiration: 2027-11-06
Also published as: CN101184128A

Abstract

The invention discloses a method of realizing multimedia information transfer by a CTI equipment with an Agent interface, which comprises the following steps: after CTI equipment receives a mulimedia response request message, the vacant Agent is selected, and a response request event is sent to the selected vacant Agent; after the Agent receives the response request event, a call data method request inquiry is sent to the CTI so as to obtain the channel associated data carried by multimedia call; the Agent replies to the call by response method; the CTI sends the successful response of the response method application of channel associated data of the current multimedia call to the Agent; the Agent queries business data at application server AS, the Agent uses multimedia to reply and cut off the method; the multimedia call is replied and the call is cut off, the CTI equipment uses multimedia gateway to call the replied message and reply the message to the multimedia gateway. The invention has an advantage of realizing the transmission of multimedia information in the call center.

Description

Computer phone integrated device is realized multimedia information transmission method with the interface of attending a banquet

Technical field

The present invention relates to telematic call center, be meant a kind of call center's nucleus equipment computer telephone integration (CTI) equipment especially and the application programming interfaces of attending a banquet between (Agent) are realized multimedia information transmission method.

Background technology

Call center (Call Center) is meant the call center based on the phone access, and it provides various call response services for the user.Along with the nineties telecommunication technology and rapid development of computer technology, with the CTI technology is core, it is the solution of core with the PC integrated circuit board that the call center solution that computer network and communication network are combined closely replaces traditional gradually, becomes so-called third generation call center.With the CTI technology is that the call center of core is the system that integrates voice technology, call treatment, computer network and a database technology, it has following feature: the intelligent call route is fully utilized resource, adopts intelligent call to handle (ACD) selection by multiple conditional decision route; Personalized service and optimal people answer a question, and the call center adopts guiding call and call prompt function to make the person of inquiring of particular demands be directed into the most suitable business of replying these type of needs and attends a banquet; The automation services shunting can make the customer call shunting by automatic speech or automated facsimile, or the customer call shunting of different services is provided by the different business representative; Service in 24 hours, by the computer interactive voice response service of CTI, inquiry person can obtain service in 24 hours; Real-time subscriber data shows that by DNIS and ANI, the call center will be when setting up route, and log-on data storehouse system is presented at customer data on business agent's the computer synchronously; Real-time information management, the call center can carry out real-time storage, statistics, output to the data of calling out and respond, and possesses the ability that generates various forms.

Compuphone voice integrated technology (CTI) is the emerging Computers and Communication technology of the nineties.By using up-to-date digital processing technology, CTI closely combines computer and phone, it means that the data-handling capacity of powerful computer and ubiquitous telephone network really are combined togather, thereby has caused a series of far-reaching new applications.

In recent years, the CTI technical development was rapid: speech recognition and literary composition language conversion are ripe day by day, produced thus " audio call " (One-NumberService), new business such as " the civilian intertranslation of sound "; With progressively improving and standardization of the interface of switch, greatly expanded the ability of call center; With combining of computer networking technology (particularly Internet net), new products such as " fax gateway ", " Internet telephony gateway " have been produced; Along with the development of data storage technology, the CTI technology is applied to the telephony recording field, brought revolution for multichannel specialty recording market.And the appearance and the popularization of standards such as SCSA, MVIP make that the application of aspects of CTI technology can be comprehensively in a system, and a leap has appearred in system scale and comprehensive treatment capability.

Now, the call center just changes development towards the whole network border agreement (IP), a new generation's call center (NGCC) system architecture is different from traditional centralized call center fully, based on Softswitch technology, adopt the distributed system constructing that carries out of IP, integrate traditional voice and value-added service, had the flexibility and the extensibility of height, become the Cenozoic that present stage adapts to market development.But owing to the support that lacks between CTI and the Agent at present multimedia application, and the absent standardized interface, the parameter type definition is indeterminate, and the calling service that influence is attended a banquet has also limited the development of multimedia service and platform.

Summary of the invention

In view of this, the present invention proposes a kind of by the realization of the interface between CTI equipment and Agent multimedia information transmission method, realizes the transmission of call center to multimedia messages.

Based on above-mentioned purpose a kind of method that transmits by CTI equipment and Agent interface realization multimedia messages provided by the invention, comprising:

After A.CTI equipment is received the multimedia responsion request message, select idle Agent, and send the acknowledges requests incident to selected idle seat;

B. seat is after receiving the acknowledges requests incident, to CTI send that this multimedia call of query call data method acquisition request carries with circuit-switched data;

C. seat calls the answer method answering call;

D.CTI equipment sends to seat and includes the answer method with circuit-switched data that current multimedia call carries and call success response;

E. application server (AS) query traffic data of attending a banquet;

F. seat calls multimedia and replys and hang up method, replys multimedia call and hangs up calling;

G.CTI equipment calls multimedia gateway (GW) is called out and is replied message, replys message to multimedia gateway.

The described steps A of this method takes a step forward and comprises: multimedia gateway sends the multimedia responsion request message to CTI equipment after receiving multimedia call.

Carry call identification, medium type, the calling and called sign of multimedia call in the described multimedia responsion request message of this method.

Further comprise in the described multimedia responsion request message of this method: with circuit-switched data.

At least indicate medium type and call identification in the described acknowledges requests incident of this method step A.

The described step e of this method comprises: after the call answering success, seat is by sending the request msg method to the application server AS query traffic data;

Application server returns the business datum that seat inquires by the request msg response.

Carry call identification, medium type, the calling and called sign of multimedia call in the described answer message of this method step G and with circuit-switched data.

This method also comprises multimedia record screen flow process, may further comprise the steps:

After having set up conversation between user and the Agent, Agent starts and begins record screen function, sends to begin record screen message to CTI equipment;

CTI device forwards BeginRecord message is to the record ping server;

Record ping server loopback record screen response message;

The beginning of record screen, Agent sends request msg to the record ping server; The record ping server returns the Agent response data;

Agent starts and stops record screen function, sends to stop record screen message to CTI equipment;

The CTI device forwards stops record screen message to the record ping server;

Record ping server loopback stopping record screen response message, and will record the file address loopback of shielding and give CTI equipment.

From above as can be seen, interface between CTI equipment provided by the invention and the Agent is realized multimedia information transmission method, utilize the interface between CTI-Agent, realized the transmission of multimedia messages by the cooperation between CTI, Agent, GW, AS and the multimedia GW, expanded the support of interface multimedia application.And the invention allows for standardized interface between CTI and the Agent, make the parameter type definition clearer and more definite, made things convenient for the calling service of attending a banquet, and can also provide the calling between seat and the CTI to control service, quality inspection service and seat and formation service etc., promoted the development of multimedia service and platform.

Description of drawings

Fig. 1 is embodiment of the invention call center architecture and interface schematic diagram;

Fig. 2 is the artificial schematic flow sheet of embodiment of the invention multimedia service;

Fig. 3 is embodiment of the invention multimedia record screen schematic flow sheet.

Embodiment

With reference to the accompanying drawings the present invention is described more fully, exemplary embodiment of the present invention wherein is described.

Referring to shown in Figure 1, the embodiment of the invention based on call center's architecture, the basic network element of a new generation call center (NGCC) mainly comprises: the software automatic traffic distributes (SoftACD, Software Automatic Call Distributor) equipment 101, multimedia gateway (Multi-Media GW) 102, CTI equipment 103, interactive voice response system (IVR, Interactive Voice Response) or media server (MS, MediaServer) 104, record/dial strategic server (OBS outward, Outbound Server) 105, seat (Agent) 106, application server (AS, Application Server)/multimedia AS107 and database (DB, Database) 108.Wherein, SoftACD equipment 101 is connected with soft switch (SS), PSTN networks such as (PSTN), and multimedia GW 102 is connected with networks such as internet, note, MMSs.SoftACD equipment 101, CTI equipment 103 and IVR/MS 104 are three big nucleus equipments of NGCC, bear the control of calling out access, call distribution and automatic service respectively.Wherein,

SoftACD equipment 101 is positioned at Access Layer, has the integrated access capability of wide and narrow strip concurrently, for voice, fax and video call provide unified access control and media resource function.The access control module will be mapped as unified call model from the calling of heterogeneous networks, call event is reported CTI equipment 103 by standard protocol interface, and under the control of CTI equipment 103, finish call treatment (as the queuing of calling out, the switching seat, switching IVR etc.), realize that the calling of heterogeneous network is unified.Media resource function provides the broadcast of basic tips voice such as " salutatory ", " waiting in line sound ", and functions such as DTMF collects the digits, meeting bridge.

CTI equipment 103, as core control equipment, the calling of being responsible for that lower floor is reported inserts request enhancing queuing and route control service is provided, and platform resources such as seat 106, IVR 104 are carried out unified scheduling and management.CTI equipment 103 is supported multiple routing policy, as according to seat 106 states (as free time, response time, answer number of times etc.) selection strategy, according to customer information (as numbers of calling and called parties, customer requirement etc.) preference strategy with according to seat 106 grade of skill preference strategies, and can adjust queuing policy automatically according to technical ability group, call queuing situation, time/date etc.CTI equipment 103 is handed down to lower floor's access device by the resource identification number with route target, and the resource identification number must be corresponding one by one with seat 106/IVR 104.The variety of event that CTI equipment 103 can report according to seat 106 or IVR 104 equipment is finished seat 106 and IVR/MS 104 resource ports is monitored, safeguarded and distribute.

IVR/MS 104, as the running environment of automatic service, are in the business support layer of NGCC together with CTI equipment 103, be responsible for the parsing and the execution of automatic service logic, and media resource abilities such as TTS, ASR, fax are provided.IVR 104 supports VXML2.0+, can dynamically download the automatic service script from AS 107, and resolve and carry out.

Except above three nucleus equipments, NGCC has also given other network element device some new characteristics simultaneously.As, Agent 106 also requires it that unified interface of attending a banquet, unified search engine, unified application programming interfaces can be provided except that the processing of being responsible for manual service; AS 107 and Multi-AS 108 should set up uniform data model except that service logic is provided, possess the ability of visit this locality or far-end DB etc., lay the foundation for NGCC the whole network is interconnected.

Interface between each equipment of NGCC all satisfies open requirement, wherein A, D interface are as the voice platform of NGCC and the intercommunication bridge between the business platform, the raising of its standardization level makes operator have the flexibility and the autonomy of height more in platform construction and business development.

The A interface: the A interface is between CTI equipment 103 and seat 106, its transport layer protocol adopts TCP/IP to realize the reliable transmission of message, provide to the application software of seat 106 with dynamic link libraries or control mode by CTI equipment 103, so that seat 106 system calls or integrated.The A interface mainly provides required application programming interfaces of calling control service, quality inspection service and seat 106 and the formation service etc. between seat 106 and the CTI equipment 103 and dependent event etc.

B interface between B interface: IVR/MS 104 and the CTI equipment 103 mainly provides calls out required application program operation such as control, call data.B interface has defined 9 kinds of method functions: initialization communication bottom (IvrSignIn), withdraw from communication bottom (IvrSignOut), event notice function (IvrGetEvent), send call request Indication message (IvrAnswer) for CTI equipment 103, query call data (IvrQueryCallData), call data (IvrSetCallData) are set, request route (IvrRequestRouting), switch call (IvrAlternateCall), discharge connection request (IvrClearConnection).

C interface: Agent 106 is to AS 107 request applied logic and business datums by C interface.

D interface: D interface is between IVR/MS 104 and AS 107, and for ease of the realization of cross-platform business, the D interface of NGCC definition adopts HTTP carrying VoiceXML service profile, script file, voice document, and it is to the not constraint of bottom physical link.Automatic service is by providing VXML script at AS 107, and IVR 104 calls execution, realizes automated voice services;

According to the demand of call center to facsimile service, in the D interface complementary definition to the tenability of facsimile service, expanded the OBJECT label of supporting the fax ability, it belongs to FormItem, possesses every attribute of Form Item and carries out principle.

E interface: CTI equipment 103 is with sound pick-up outfit, dial strategic server (OBS outward, Outbound Server), the interface between the multimedia gateway is referred to as E interface, unified API internally is provided, supports the calling access and the data delivery service of multiple medium type respectively.At present, fields such as Web Chat, Email, character message, multimedia message, outer group service have been covered.

107 of F interface: AS support local and two kinds of database access modes of far-end by F interface visit DB 108, are convenient to realize whole network data shared.

G interface: multimedia GW 102 can provide standard agreement (G interface) to external server (for example multimedia message server, Web server) according to the difference of concrete type of service, for example, and MM7, PAP etc.

In the embodiment of the invention, in order to make above-mentioned A interface, be that the CTI-Agent application programming interfaces are supported multimedia application, replying (Answer), discharge (ReleaseCall), Internal call (CallInside), consulting (Consultation), breathe out (CallOutside), single step is called out and is produced (SingleStepTransfer), (Transfer) produced in calling, insert (Insert), stop to insert (StopInsert), begin to record (BeginRecord), call data (SetCallData) are set, increased media type parameter in 12 methods of query call data (QueryCallData).

Specific as follows:

Reply (Answer)

[function]

Answering call.

[function declaration]

function?Answer(MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 1:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).1:Fax 2:SMS 3:MMS 4:Email 5:Webchat (web message)

Table 1

[return value]

0: success

Other values: failure

Discharge (ReleaseCall)

[function]

Call release can discharge the calling of various medium types.

[function declaration]

function?ReleaseCall(MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 2:

Table 2

[return value]

0: success

Other values: failure

Internal call (CallInside)

[function]

Carry out Internal call between the seat.

[function declaration]

function?CallInside(DestAgentID，MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 3:

Parameter	Parameter declaration
		DestAgentID	Target seat job number, String.
MediaType	Matchmaker's medium type, Integer, default value are 0 (voice).1:Fax 2:SMS 3:MMS 4:Email 5:Webchat (web message)

Table 3

[return value]

0: success

Other values: failure

Consulting (Consultation)

[function]

Seat is initiated consultant call to another number.

[function declaration]

function?Consultation(MediaType：Integer，ConsultNum：String，ConsultType：Integer，ConsultTag：Integer)：Integer；

[parameter declaration] is as shown in table 4:

Parameter	Parameter declaration
		MediaType	Matchmaker's medium type, Integer, default value are 0 (voice).
ConsultNum	Destination number, String.
		ConsultType	The consulting classification, Integer.0: intercom number, 1: outside number.2: queue identity
ConsultTag	The consulting mark, Integer.0: local consulting, 1: the far-end consulting

Table 4

[return value]

0: success

Other values: failure

Breathe out (CallOutside)

[function]

Realize outer calling function, voice are breathed out support to specify calling number, support two kinds of patterns of common exhalation and PRA exhalation.

[function declaration]

function?CallOutside(MediaType：Integer；const?Calling，?Called，GDN：String；Mode：Integer；CallID：Integer)：Integer；

[parameter declaration] is as shown in table 5:

Parameter name	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).1:Fax2:SMS3:MMS4:Email5:Webchat (web message)
Calling	Calling number during exhalation, String.Maximum length 24 bytes (not comprising end-of-string character).The calling number of breathing out when this input parameter is empty is default system's calling number
		Called	Called phone number, fax number or the addressee Email address of breathing out, String.Maximum length 24 bytes (not comprising end-of-string character).
GDN	PBX pilot number, String.Having only just needs this parameter when Mode is the PRA_CALL_OUT mode, this parameter should be a null character string under other exhalation mode.Maximum length 23 bytes (not comprising end-of-string character).
		Mode	The exhalation mode, Integer (IN).Possible value is: 0: common exhalation (NORMAL_CALL_OUT).2:PRA breathes out (PRA_CALL_OUT), and need provide the Pilot parameter this moment.
CallID	Call out expression, must fill out during multimedia call, other can be sky.

Table 5

[return value]

0: success

Other values: failure

Single step is called out and is produced (SingleStepTransfer)

[function]

Designated equipment is produced in calling,

[function declaration]

function?SingleStepTransfer(MediaType：Integer；TransferID：String；TransferType：Integer)：Integer；

[parameter declaration] is as shown in table 6:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).
TransferNum	Destination number, String.
		TransferType	Shift classification, Integer.0: intercom number, 1: outside number, 2: queue identity, 3:IVR/MS

Table 6

[return value]

0: success

Other values: failure

(Transfer) produced in calling

[function]

After the consulting designated equipment is produced in calling.

[function declaration]

function?Transfer(MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 7:

Parameter	Parameter declaration
		MediaType	Matchmaker's medium type, Integer, default value are 0 (voice).1:Fax2:SMS3:MMS4:Email5:Webchat (web message)

Table 7

[return value]

0: success

Other values: failure

Insert (Insert)

[function]

The Quality Inspector inserts the speech channel of specifying seat, can converse with seat.If stop to insert, can call the ReleaseCall method.

[function declaration]

function?Insert(AgentID：String；MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 8:

Parameter	Parameter declaration
		AgentID	Business agent ID, String.
MediaType	Medium type, Integer, default value are 0 (voice).

Table 8

[return value]

0: success

Other values: failure

Stop to insert (StopInsert)

[function]

Stop to insert operation.

[function declaration]

function?StopInsert(AgentID：String；MediaType：Integer)：Integer；

[parameter declaration] is as shown in table 9:

Table 9

[return value]

0: success

Other values: failure

Begin to record (BeginRecord)

[function]

The request recorded speech.

[function declaration]

function?BeginRecord(MediaType：Integer；AgentID：String)：Integer；

[parameter declaration] is as shown in table 10:

Parameter	How to understand	How to be provided with
			MediaType	Call out medium type.	Integer supports normal speech phone and record screen are recorded.
AgentID	Agent ID	String.

Table 10

[return value]

0: success

Other values: failure

Call data (SetCallData) are set

[function]

Call data are set, call data are associated with calling.Support multiple medium type.

[function declaration]

function?SetCallData(MediaType：Integer；const?CallData：String)：Integer；

[parameter declaration] is as shown in table 11:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).
CallData	Call data to be provided with, String, maximum length 1023 bytes.

Table 11

[return value]

0: success

Other values: failure

QueryCallData (query call data)

[function]

Query call data, seat are fetched data that are associated with calling.Support multiple medium type.

[function declaration]

function?QueryCallData(MediaType：Integer)：String；

[parameter declaration] is as shown in table 12:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).

Table 12

[return value]

Return value is exactly the call data character strings, if return value is a null character string, may be that call data are not set, and also may be the inquiry failure.

In incident, increase media type parameter.

In order to make the CTI-Agent application programming interfaces support multimedia application, logging on success (OnSignInSuccess), log on failure (OnSignInFailure), check out success (OnSignOutSuccess), check out failure (OnSignOutFailure), acknowledges requests (OnAnswerRequest), reply successfully (OnAnswerSuccess), answer failed (OnAnswerFailure), request discharges (OnRequestRelease), discharge successfully (OnReleaseSuccess), release failure (OnReleaseFailure), increased media type parameter in 11 incidents of masterslave switchover (OnMasterChanged).

Specific as follows:

Log on success (OnSignInSuccess)

[event type]: TOnSignInSuccess

It is defined as follows:

TOnSignInSuccess＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is as shown in table 13:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).1:Fax2:SMS3:MMS4:Email5:Webchat (web message)

Table 13

[trigger condition]

When logging on the cti server success, will trigger this incident.

Log on failure (OnSignInFailure)

[event type]: TOnSignInFailure

It is defined as follows:

TOnSignInFailure＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is as shown in table 14:

Table 14

[trigger condition]

When logging on the cti server failure, trigger this incident.

Check out success (OnSignOutSuccess)

[event type]: TOnSignOutSuccess

It is defined as follows:

TOnSignOutSuccess＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is as shown in Table 15:

Table 15

[trigger condition]

When checking out the cti server success, will trigger this incident.

Check out failure (OnSignOutFailure)

[event type]: TOnSignOutFailure

It is defined as follows:

TOnSignOutFailure＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is shown in table 16:

Table 16

[trigger condition]

When checking out the cti server failure, will trigger this incident.

Acknowledges requests (OnAnswerRequest)

[Event Description]

The ring incident mainly is provided.

[event type]: TOnAnswerRequest

It is defined as follows:

TOnAnswerRequest＝procedure(Sender：TObject；MediaType：Integer；CallID：Integer)of?object；

[parameter declaration] is shown in table 17:

Parameter	Parameter declaration
		MediaType	Medium type, Integer, default value are 0 (voice).1:Fax2:SMS3:MMS4:Email5:Webchat (web message)
CallID	Call identification, Integer

Table 17

[trigger condition]

When call distribution to seat, cti server at first sends the message of request-reply to seat, seat triggers the OnAnswerRequest incident.

If attribute AutoAnswer is set to True, then after this incident, calls the Answer method automatically and reply.

If AutoAnswer is set to False, then after this incident, need initiatively calls the Answer method and reply.

Reply successfully (OnAnswerSuccess)

[event type]: TOnAnswerSuccess

It is defined as follows:

TOnAnswerSuccess＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is shown in table 18:

Table 18

[trigger condition]

When call distribution to seat, seat initiatively calls Answer method or automatic-answering back device success, triggers this incident.

Answer failed (OnAnswerFailure)

[event type]: TOnAnswerFailure

It is defined as follows:

TOnAnswerFailure＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is shown in table 19:

Table 19

[trigger condition]

Call the failure of Answer method, trigger this incident.

Request discharges (OnRequestRelease)

[event type]: TOnRequestRelease

It is defined as follows:

TOnRequestRelease＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is shown in table 20:

Table 20

[trigger condition]

User or system's dismantling call, when seat was received the extended requests release event, seat triggered this incident.

After this incident, call ReleaseCall automatically or the ReleaseCallByCallID method discharges.

Discharge successfully (OnReleaseSuccess)

[event type]: TOnReleaseSuccess

It is defined as follows:

TOnReleaseSuccess＝procedure(MediaType：Integer)of?object；

[parameter declaration] is shown in table 21:

Table 21

[trigger condition]

When calling the success of ReleaseCall method, can trigger this incident.

Release failure (OnReleaseFailure)

[event type]: TOnReleaseFailure

It is defined as follows:

TOnReleaseFailure＝procedure(MediaType：Integer)of?object；

[parameter declaration] is shown in table 22:

Table 22

[trigger condition]

When calling the failure of ReleaseCall method, trigger this incident.

Masterslave switchover (OnMasterChanged)

[event type]: TOnMasterChanged

It is defined as follows:

TOnMasterChanged＝procedure(Sender：TObject；MediaType：Integer)of?object；

[parameter declaration] is shown in table 23:

Table 23

[trigger condition]

When seat is received CTI masterslave switchover message, can trigger this incident.

In order to make the CTI-Agent application programming interfaces support multimedia application, need newly-increased multimedia to reply and hang up method.

Multimedia is replied and is hung up (Do Reply Multime And Hang Up Call), and its function is: attend a banquet and reply a multimedia call, and hang up calling.

The function declaration that multimedia is replied and hung up:

function?Do?Reply?Multime?And?Hang?Up?Call(CallID：Integer；Media?Type：Integer)：Integer；

The parameter declaration that multimedia is replied and hung up, ginseng is shown in Table 24.

Parameter	Parameter declaration
		Call?ID	Be held voice call identifier, Integer
Media?Type	Be set up the Class1 of equipment: Fax 2:SMS 3:MMS 4:Email 5:Web chat (web message)

Table 24

The return value that multimedia is replied and hung up is as follows:

0: success

Other value: failure

More than definition is subjected to this to inspire those skilled in the art also can adopt other definition mode just for example.

Referring to shown in Figure 2, below embodiment of the invention multimedia service calling handling process is described in detail.

Step 201, multimedia gateway (GW) is after receiving multimedia call, send multimedia responsion request (RequestMultimediaAnswer) message to CTI equipment, in this message, carry the information such as call identification, medium type, calling and called sign of multimedia call.

In addition, also can comprise in this message with circuit-switched data.

Step 202, attend a banquet (Agent) of CTI choice of equipment free time, and, in this incident, indicate medium type and call identification to selected idle seat transmission acknowledges requests (OnAnswerRequest) incident.

Step 203, seat after receiving the acknowledges requests incident, to CTI send that this multimedia call of query call data (QueryCallData) method acquisition request carries with circuit-switched data.

Step 204, seat are called and are replied (Answer) method answering call.

Step 205, CTI equipment send to seat and include the answer method with circuit-switched data that current multimedia call carries and call success response (RespAnswer).

Step 206, after the call answering success, seat is by sending the RequestData method to application server (AS) query traffic data.

Step 207, application server returns the business datum that seat inquires by the RespRequestData response.

Step 208, seat are called multimedia and are replied and hang up (DoReplyMultimeAndHangUpCall) method, reply multimedia call and hang up calling.

Step 209, CTI equipment calls multimedia gateway call out to be replied (CTIToGW) message, reply message to multimedia gateway, carry the call identification, medium type, calling and called sign of multimedia call in the message and with information such as circuit-switched data.

Referring to shown in Figure 3, below embodiment of the invention multimedia record screen flow process is described in detail.

Step 301 has been set up conversation between user and the Agent.

Step 302, Agent has started and has begun record screen function, sends to begin record screen (BeginRecord) message to CTI equipment, and parameter is provided with MediaType=2 (record screen), and AgentID (agent ID) is set, and indicates the screen of recording which seat.

Step 303, CTI equipment are provided with AgentID (agent ID), transmit BeginRecord message to the record ping server.

Step 304, record ping server loopback record screen response (Record ACK) message.

Step 305～306, the beginning of record screen, Agent sends request msg (CmdRequestData) to the record ping server; The record ping server returns Agent response data (RespRequestData).

Step 307, Agent starts and stops record screen function, sends to stop record screen (StopRecord) message to CTI equipment.

Step 308, CTI device forwards stop record screen message to the record ping server.

Step 309, record ping server loopback stopping record screen response message, and will record the file address loopback of shielding and give CTI equipment.

Description of the invention is in order to provide for the purpose of example and the explanation, and is not exhaustively or limit the invention to disclosed form.Many modifications and variations are obvious for the ordinary skill in the art.Selecting and describing embodiment is for better explanation principle of the present invention and practical application, thereby and makes those of ordinary skill in the art can understand the various embodiment that have various modifications that the present invention's design is suitable for special-purpose.

Claims

1. a method that realizes that by computer telephone integration (CTI) equipment and the interface of attending a banquet multimedia messages transmits is characterized in that, comprising:

After A.CTI equipment is received the multimedia responsion request message, select idle attending a banquet, and send the acknowledges requests incident to selected idle seat;

B. attend a banquet after receiving the acknowledges requests incident, to CTI equipment send that this multimedia call of query call data method acquisition request carries with circuit-switched data;

C. attend a banquet and call the answer method answering call;

D.CTI equipment sends to attending a banquet and includes the answer method with circuit-switched data that current multimedia call carries and call success response;

E. the application server query traffic data of attending a banquet, application server returns the business datum that seat inquires;

G.CTI equipment calls multimedia gateway is called out and is replied message, replys message to multimedia gateway.

2. method according to claim 1 is characterized in that, described steps A takes a step forward and comprises: multimedia gateway sends the multimedia responsion request message to CTI equipment after receiving multimedia call.

3. method according to claim 2 is characterized in that, carries call identification, medium type, the calling and called sign of multimedia call in the described multimedia responsion request message.

4. method according to claim 3 is characterized in that, further comprises in the described multimedia responsion request message: with circuit-switched data.

5. method according to claim 1 is characterized in that, indicates medium type and call identification at least in the described acknowledges requests incident of steps A.

6. method according to claim 1 is characterized in that, described step e comprises: after the call answering success, seat is by sending the request msg method to the application server query traffic data;

7. method according to claim 1 is characterized in that, carries call identification, medium type, the calling and called sign of multimedia call in the described answer message of step G and with circuit-switched data.

8. method according to claim 1 is characterized in that, this method also comprises multimedia record screen flow process, may further comprise the steps:

The user and attend a banquet between set up conversation after, attending a banquet to start begins record screen function, sends to begin record screen message and arrive CTI equipment;

The CTI device forwards begins to record message to the record ping server;

Record ping server loopback record screen response message;

The beginning of record screen, attending a banquet sends request msg to the record ping server; The record ping server returns the response data of attending a banquet;

Attending a banquet to start stops record screen function, sends to stop record screen message to CTI equipment;

The CTI device forwards stops record screen message to the record ping server;