CN101494831A - Method, terminal and server for initiating conversation - Google Patents
Method, terminal and server for initiating conversation Download PDFInfo
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- CN101494831A CN101494831A CNA2008100806281A CN200810080628A CN101494831A CN 101494831 A CN101494831 A CN 101494831A CN A2008100806281 A CNA2008100806281 A CN A2008100806281A CN 200810080628 A CN200810080628 A CN 200810080628A CN 101494831 A CN101494831 A CN 101494831A
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Abstract
The invention discloses a conversation starting method, terminal and server. The method in the invention comprises: receiving a sever notification message which includes a conversation mode identification and conversation parameter information; and starting a conversation in a conversation mode corresponding to the conversation mode identification according to the conversation parameter information. The invention further provides the conversation starting terminal and server. Applying the invention, terminal can start a conversation automatically according to the server notification message, simplifies conversation starting operation, and reduces the unfavorable influence to the final transaction success ratio caused by the complex operation of conversation with enterprise client.
Description
Technical field
The present invention relates to the communications field, particularly a kind of conversation starting method, terminal and server.
Background technology
Along with the high speed development of the network informationization, increasing big, medium-sized and small enterprises selects to do the network promotion, but each large search engine or door can only bring flow to enterprise web site at present, further do not contact with mode, and flow is transformed into real client.The UNE call center is for telephone contact center, and telephone contact center is a trade connection inlet with telephone number (800 telephone numbers of company's general number or announcement), with telephone network as information carrier; The UNE call center enters the mouth as trade connection in multiple modes such as Enterprise Portal Website Development, landline telephone, mobile data services, with the Internet as the main information carrier.
Can get up backstage contact staff's organic connections of client who comes in from enterprise web site and enterprise by the UNE call center, realize that both sides are mutual easily.The call function of UNE call center comprises Phone2Phone mode and PC2Phone mode: the Phone2Phone mode both can use traditional client directly to put through the form of customer service, also can use the two-way callback technology of phone, when the user clicks certain link of enterprise web site or button, generally be to point out according to webpage, after the visitor imported the telephone number and submission of oneself, background server was born the task of customer phone and enterprise's seat personnel base of connection.The PC2Phone method of calling is when realizing the guest access webpage, from webpage " click-to-dial ", with the function of closing of the circuit to the plain old telephone of customer service.If set up the call center, can with from internet customer's calling through SIP (Session Initiation Protocol, session initiation protocol) gateway device inserts PBX (the Private Branch Exchange of call center, PBX) relaying is used as the plain old telephone incoming call and is equally lined up and handle; The SIP gateway device also supports to dial directly customer service table top plain old telephone or office PBX, realizes the voice communication based on computer and plain old telephone/mobile phone.
The inventor is in realizing process of the present invention, there are the following problems at least to find prior art: when enterprise's customer service base does not carry out the call business binding with the call center, the call center can't directly set up the conversation between user and the enterprise's customer service base, the user need be by behind call center's enquiring telephone number, manually dial enterprise's customer service fixed line phone, increased user's complicated operation degree, influence user experience, the probability that makes the user call is also relatively low, and influences final Transaction Success rate.
Summary of the invention
In view of this, a kind of conversation starting method, device and server are provided among one or more embodiment of the present invention, do not carry out call business when binding in order to solve in the prior art when enterprise's customer service base with the call center, the call center can't directly set up the problem of the conversation between user and the enterprise's customer service base, makes terminal to make a call automatically according to the notification message that server issues.
The conversation starting method that the embodiment of the invention provides comprises, the notification message that reception server sends comprises conversational mode sign and session parameter information in this notification message; According to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
The conversation starting terminal that the embodiment of the invention provides comprises, the message sink unit is used for the notification message that reception server sends, and comprises conversational mode sign and session parameter information in the described notification message; The unit is initiated in session, is used for according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
The server of the initiation session that the embodiment of the invention provides comprises: message sending unit, be used to send a notification message, comprise conversational mode sign and session parameter information in the described notification message, this notification message is used for indicating terminal according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
By such scheme as can be seen, the method that the embodiment of the invention provides, terminal and server make that terminal can be according to session parameter message in the notification message of server and conversational mode sign initiation session.Therefore, the process of terminal initiation session is more easy, has reduced user's complicated operation degree.
Description of drawings
Fig. 1 is the schematic flow sheet of the embodiment of the invention one method;
Fig. 2 is the schematic flow sheet of the embodiment of the invention two methods;
Fig. 3 is the schematic flow sheet of the embodiment of the invention three methods;
Fig. 4 is the schematic flow sheet of embodiment of the invention four directions method;
Fig. 5 is the schematic flow sheet of the embodiment of the invention five methods;
Fig. 6 is the structural representation of terminal embodiment one of the present invention;
Fig. 7 is the structural representation of terminal embodiment two of the present invention;
Fig. 8 is the structural representation of server implementation example one of the present invention;
Fig. 9 is the structural representation of server implementation example two of the present invention;
Figure 10 is the schematic flow sheet of the embodiment of the invention six methods.
Embodiment
The embodiment of the invention provides a kind of conversation starting method, device and server, and the present invention is described in detail below in conjunction with accompanying drawing.
Fig. 1 is the method flow diagram of the embodiment of the invention one, and present embodiment provides a kind of conversation starting method, and the concrete steps of this method are as follows:
The notification message that S101 terminal reception server sends, conversational mode sign and session parameter information in this notification message;
The S102 terminal is according to this session parameter information, with the corresponding conversational mode initiation session of this conversational mode sign.
Above-mentioned session parameter information is the parameter that initiation session relates to, and comprises the session destination address at least, and then initiation session is to this session destination address initiation session.
In the embodiment of the invention, can also comprise before the step S101 that terminal to server sends the message of inquiry session destination address, comprise the session address of terminal in this message.Then server sends a notification message to terminal according to the session address of this terminal.
In the embodiment of the invention, carry out session initiation instruction among the step S102 and initiate instruction, or select the execution session to initiate instruction according to the prompting of notification message by terminal for automatically performing session.
In the embodiment of the invention, can also comprise after the step S102 that the session side of session destination address correspondence receives the session that terminal is initiated, initiate callback to terminal.
Conversational mode in the embodiment of the invention can be the session of CS circuit domain, VoIP (Voice over IP, IP-based voice) session or videophone session can also be multimedia message (MMS), short message (SMS), instant message (IM) or Email (EMAIL).When conversational mode is multimedia message, short message, instant message or Email, can also comprise session content information in this notification message, be used for indicating terminal and obtain session content, session content can be the content of directly fetching from link, it also may be the content after terminal is operated, what for example download from link can be script file, needs content that the user carries out generating behind the selection operation as MMS content.
Server in the embodiment of the invention can be network call center, and the session destination address can enterprise's customer service.
The session destination address of the embodiment of the invention can be fixed telephone number, phone number, URI, SIP URI, EMAIL address etc.
The notification message of the embodiment of the invention has multiple mode to realize, as required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, can also be CPM amalgamation IP message, WAP PUSH, SIP PUSH or other PUSH modes.
With WAP PUSH implementation is example, header field by X-Wap-Application-Id in PUSH message identifies conversation applications, the set-up mode of header field can be X-Wap-Application-Id:x-wap-application:session.ua in the present embodiment, wherein session is an expanding value, the relevant module of conversation applications in the marking terminal.
In the middle of WAP PUSH, the form of a kind of DTD that PUSH message may adopt in the middle of transport process (Document Type Definition, DTD) is as follows:
| <？xml?version＝″1.0″encoding＝″UTF-8″？> <！ELEMENT?si(indication，info？)> <！ELEMENT?indication(#PCDATA)> <！ATTLIST?indication sessionMethod CDATA#IMPLIED to-address％URI；#IMPLIED href?％URI；#IMPLIED si-id?CDATA#IMPLIED created％Datetime；#IMPLIED si-exDires％Datetime；#IMPLIED action(signal-none|signal-low|signal-medium|signal-high|delete)″signal-medium″ > <！ELEMENT?info(item+)> <！ELEMENT?item(#PCDATA)> <！ATTLIST?item class?NMTOKEN#REQUIRED > <！ELEMENT?sl?EMPTY> <！ATTLIST?sl sessionMethod?CDATA#IMPLIED to-address?CDATA#IMPLIED href％URI；#REQUIRED action(execute-low|execute-high|cache)″execute-low″ > <！ENTITY％Datetime″CDATA″> <！ENTITY％URI″CDATA″> |
In the middle of above-mentioned DTD, mainly stipulated the central entrained information content of PUSH message:
The Indication of SI, comprising:
Session method (sessionMethod): for example MMS session, SMS session, IM session, Email session etc.;
Session address (to-address): session destination address, for example phone number, URI, SIP URI, EMAIL address etc.;
The chained address of SI;
The message id of SI;
The date created of SI;
The Expiration Date of SI;
The action that the required terminal of SI is taked;
The Information of SI, comprising:
The information description of SI, and the significance level of SI.
The attribute information of SL, comprising:
Session method (sessionMethod): for example MMS session, SMS session, IM session, Email session etc.;
Session address (to-address): session destination address, for example phone number, fixed telephone number, URI, SIP URI, EMAIL address etc.;
The hyperlink address of SL;
At required action of taking of SL and action.
According to above-mentioned DTD, in the middle of the present invention program, server is exemplified below to the PUSH message that terminal sends:
| <? xml version=" 1.0 " encoding=" UTF-8 "?><si><indication href=" http://mms_souce.com " obtains address sessionMethod=" MMS " multimedia message conversational mode to-address=" http://destServer.example.com " session of session content to this server address created=" 2001-07-31T10:13:00Z " ' si-expires=' " 2001-08-07T10:13:00Z " ′></indication></si> |
In the middle of above-mentioned example, be the XML example of a SI message of PUSH message encapsulation.The XML data of this SI are mainly used to be encapsulated in the middle of the message body of PUSH message, as the particular content of using required identification.In the middle of PUSH message, can identify by the application that the header field of X-Wap-Application-Id is handled needs.The PUSH terminal is transferred to relevant application with the PUSH message that has encapsulated this SI message and is handled according to the concrete numerical value of this APP-Id then.For example: " X-Wap-Application-Id:x-wap-application:session.ua ", represent that this PUSH message will transfer to the relevant module of session in the terminal.This example only provide the PUSH mode carry the XML data that contain SI message for example, also can adopt other bearing modes.As required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, for other modes such as SIP PUSH, CPM, also can take similar method, related thought is consistent.
After terminal receives this message in the middle of this example, can unpack, therefrom extract the imformosome of relevant SI the PUSH content.For example, according to information entrained in the middle of the SI, if sessionMethod=" MMS ", terminal adopts multimedia message conversational mode initiation session, the information href=among the SI
Http:// mms_souce.comThe content of expression session is from link
Http:// mms_souce.comIn obtain to-address=
Http:// destServer.example.comThe destination address of expression session is: http://destServer.example.com, the term of validity of session is 2001-08-07T10:13:00Z.Then terminal is inserted multimedia message with the session destination address and is sent the address, and the content of obtaining from link as session content, is sent to the above-mentioned purpose address.
Different with purpose according to conversational mode, the form of the information representation of SI also can be different, and the main effect of SI information is how the indication terminal handles the PUSH message of receiving, and finishes relevant session according to the content of carrying in the PUSH message.
Present embodiment has been realized destination address and the conversational mode sign in the notification message that terminal issues according to server, initiate the session of CS circuit domain from this destination address of trend, VoIP (Voice over IP, IP-based voice) session or videophone session can also be multimedia message (MMS), short message (SMS), instant message (IM) or Email (EMAIL).
Fig. 2 is the method flow diagram of the embodiment of the invention two, and the embodiment of the invention two provides a kind of concrete application scenario of embodiment one method: the corresponding call center of server, the customer service of the corresponding enterprise of session destination address.Wherein, enterprise's customer service is not carried out the call business binding with the call center.The method concrete steps of present embodiment are as follows:
The S201 terminal is sent the inquiry request message of inquiring enterprise customer service number to the call center, comprises the number of terminal in this inquiry request message.
This step can be entered by the Enterprise Portal Website Development link by terminal, and the number of input terminal is also submitted to.
The S202 call center receives inquiry request message, inquires in the inquiry request message corresponding enterprise's customer service number from database, sends to terminal according to termination number with the form of notification message with calling out relevant information.Comprise conversational mode sign and institute's inquiring enterprise customer service number in the notification message.
The S203 terminal receives notification message, according to the automatic calling of initiating to enterprise's customer service of enterprise's customer service number correspondence of conversational mode sign.
This step also can be selected according to the calling of session instruction initiation to enterprise's customer service of enterprise's customer service number correspondence according to the prompting in the notification message.
After the customer service of S204 enterprise receives the calling that terminal sends, initiate callback to terminal.
Present embodiment has realized that terminal is to call center's inquiry customer service phone, and the enterprise's customer service number in the notification message that returns according to the call center, customer service makes a call to enterprise, and finally initiate callback by enterprise's customer service, by this scheme, the terminal use can obtain the callback service of enterprise's customer service, has alleviated terminal use's cost of the phone call burden.
Fig. 3 is the method flow diagram of the embodiment of the invention three, and present embodiment provides a kind of method that makes a call to enterprise's customer service by IVR (Interactive Voice Response, interactive voice response) server.Wherein, enterprise's base does not carry out the call business binding with the call center, and has carried out business-binding with the IVR platform.
The S301 terminal is sent the inquiry request message of inquiring enterprise customer service number to the call center, comprises the number of terminal in this inquiry request message.
This step can be entered by the Enterprise Portal Website Development link by terminal, and the number of input terminal is also submitted to; Also can cross the Enterprise Portal Website Development link by the computer expert and enter, the number of input terminal is also submitted to.
The S302 call center receives inquiry request message, inquires in the inquiry request message corresponding enterprise's customer service number from database, sends to terminal according to termination number with the form of notification message with calling out relevant information.Comprise conversational mode sign and institute's inquiring enterprise customer service number in the notification message, this enterprise's customer service number is the number of binding with ivr server.
The S303 terminal receives notification message, automatically according to voice call identifier and with the number of ivr server binding, make a call to ivr server.
This step also can according to the prompting in the notification message select according to voice call identifier and with the number of ivr server binding, make a call to ivr server.
The S304IVR server is set up conversation between terminal and the enterprise's customer service by the voice guide flow process.
By the method for present embodiment, terminal can be inquired about the number of customer service and ivr server binding, makes a call to this number, sets up the conversation of terminal and customer service by ivr server, makes customer service invisible to the number of terminal, has protected terminal use's privacy.
Fig. 4 is the method flow diagram of the embodiment of the invention four, and in the embodiment of the invention, the call center lands the tree-shaped logic of enterprise web site according to terminal, returns the corresponding phone of customer service by different level that contains the button of branch.Wherein, enterprise's base does not carry out the call business binding with the call center.
The S401 terminal is sent the inquiry request message of inquiring enterprise customer service number to the call center, comprises the number of terminal in this inquiry request message.
This step can be entered by the Enterprise Portal Website Development link by terminal, and the number of input terminal is also submitted to; Also can cross the Enterprise Portal Website Development link by the computer expert and enter, the number of input terminal is also submitted to.
The S402 call center receives inquiry request message, lands the tree-shaped logic of enterprise web site according to terminal and returns the corresponding number of customer service by different level that contains branch's button, sends to terminal according to termination number with the form of notification message with calling out relevant information.Comprise the number of customer service by different level and the voice call identifier that contain branch's button in the notification message.
The S403 terminal receives notification message, and according to voice call identifier and the number of customer service by different level that contains branch's button, customer service makes a call to enterprise automatically.
This step also can be selected according to voice call identifier and the number of customer service by different level that contains branch's button according to the prompting in the notification message by terminal, and customer service makes a call to enterprise.
Suppose that the A company telephone exchange is 123456, the customer service extension number of its P product department correspondence is 1, and the customer service number of X series of products is 02, then the number that returns in the notification message is 01012345678P1P02, wherein P is the additional character among the GSM, and expression postpones 10 seconds, generally is used in when dialing extension number.Below be the PUSH message received of terminal for example:
| <？xml?version＝″1.0″encoding＝″UTF-8″？> <si> ?<indication?sessionMethod＝″CSCall″ to-address＝”01012345678P?1P02” created＝″2001-07-31T10:13:00Z″′ si-expires＝″′2001-08-07T10:13:00Z″′> You?Are?Calling?ServiceCenter ?</indication> </si> |
According to this PUSH message, the process that terminal makes a call is to enterprise's customer service: 010-12345678, connects to postpone after 10 seconds terminal behind the exchange and dial 1 automatically, enters the one-level extension set, and interval 10 seconds is automatic again dials 02 and enter the secondary extension set.Direct and the X series of products customer service conversation of client like this.
By the method in the present embodiment, terminal can be obtained the number of customer service by different level that contains branch's button, initiates the calling to customer service automatically, directly enters the service area that needs, and has reduced the complexity of terminal use's operation.
Figure five is the method flow diagram of the embodiment of the invention five, and in the embodiment of the invention, the conversational mode that terminal is initiated to customer service is multimedia message, and wherein, enterprise's base does not carry out the call business binding with the call center.
The notification message that S501 terminal reception server sends comprises multimedia message sign, MMS content relevant information and multimedia message destination address in this notification message.
The S502 terminal is obtained MMS content according to the MMS content relevant information, sends the multimedia message that comprises this MMS content to the multimedia message destination address according to the multimedia message sign.
This step also can be selected to obtain MMS content according to the MMS content relevant information according to the prompting in the notification message by terminal, sends the multimedia message that comprises this MMS content to the multimedia message destination address.
With WAP PUSH implementation is example, and above-mentioned flow process is described:
In the middle of PUSH message, can call applications be identified the header field by X-Wap-Application-Id, in this example the header field set-up mode can for:
X-Wap-Application-Id:x-wap-application:session.ua
Wherein session is an expanding value, calls out correlation module in the marking terminal.
In the middle of WAP Push, shown in the DTD among the embodiment one, according to this DTD, in the middle of the embodiment of the invention, server is exemplified below to the PUSH message that terminal sends PUSH message in the form of a kind of DTD that may adopt in the middle of the transport process:
| <xml version=" 1.0 " encoding=" UTF-8 "><si><indication href=" http://mms_souce.com " obtains address sessionMethod=" MMS " multimedia message of call contents and calls out mode to-address=" http://destServer.example.com " calling to this server address created=" 2001-07-31T10:13:00Z " ' si-expires=" ' 2001-08-07T10:13:00Z " ′></indication></si> |
In the middle of above-mentioned example, be the XML example of a SI message of PUSH message encapsulation.The XML data of this SI are mainly used to be encapsulated in the middle of the message body of PUSH message, as the particular content of using required identification.In the middle of PUSH message, can identify by the application that the header field of X-Wap-Application-Id is handled needs.The PUSH client is transferred to relevant application with the PUSH message that has encapsulated this SI message and is handled according to the concrete numerical value of this APP-Id then.Provide a kind of for example: " X-Wap-Application-Id:x-wap-application:session.ua ", represent that this PUSH message will transfer to the call applications module.
After terminal receives this message in the middle of this example, can unpack, therefrom extract the imformosome of relevant SI the PUSH content.According to information entrained in the middle of the SI, terminal adopts multimedia message method of calling (by sessionMethod=" MMS " expression), and the content of multimedia message will be from link: obtain the http://mms_souce.com and (pass through href=
Http:// mms_souce.comExpression), the destination address of calling is: http://destServer.example.com (pass through to-address="
Http:// destServer.example.com" expression), the term of validity of calling is 2001-08-07T10:13:00Z.
The operation that terminal is carried out can be to take out call contents from link http://mms_souce.com; Trigger the relevant function of multimedia message, multimedia message is inserted in the call intent address send the address, call contents is inserted as multimedia message transmission content, wherein call contents can be the original content of fetching from link http://mms_souce.com, it also may be the content after user or call applications resume module are operated, what for example download from link can be script file, needs content that the user carries out generating behind the selection operation as MMS content.At last multimedia message is sent to destination address.
Different according to concrete purpose and mode, the form of the information representation of SI also can be different.SI is mainly used to the indicating call application module and how handles this PUSH message, thereby finishes the process of relevant calling according to content entrained in the middle of the PUSH message.
Need to prove, WAP PUSH mode in the present embodiment is one and gives an example, notification message also has multiple mode to realize, as required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, can also be CPM amalgamation IP message, WAPPUSH, SIP PUSH or other PUSH modes.Multimedia message session in the present embodiment is one also can adopt short message (SMS), instant message (IM), Email conversational modes such as (EMAIL) for example, and related step all is similar.
Method by present embodiment, terminal can be according to the multimedia message destination address in the PUSH message, MMS content relevant information and multimedia message sign, send multimedia message (MMS) from this multimedia message destination address of trend, similarly, the method for this embodiment also can be used for to destination address send SMS message automatically (SMS), instant message (IM) or Email (EMAIL).
Fig. 6 is the structural representation of terminal embodiment one of the present invention, and terminal comprises message sink unit 61, is used for the notification message that reception server sends, and comprises conversational mode sign and session parameter information in this notification message; Unit 62 is initiated in session, is used for according to this session parameter information, with the corresponding conversational mode initiation session of this conversational mode sign.
Alternatively, above-mentioned message sink unit 61 comprises that also destination address receives subelement 711, is used to receive the session destination address; Then above-mentioned session is initiated unit 62 and is further used for according to this session parameter information, identifies corresponding conversational mode to session destination address initiation session with conversational mode.
Alternatively, above-mentioned terminal comprises that also query messages sends Unit 73, is used for sending to server the message of inquiry session destination address, comprises the session address of this terminal in the message of this inquiry session destination address.
Alternatively, above-mentioned session is initiated unit 62 and is also comprised, first initiates unit 721, is used for initiating audio call or video phone call according to session parameter information and session identification.
Alternatively, above-mentioned session is initiated unit 62 and is also comprised, second initiates unit 722, is used for sending multimedia message, short message, instant message or Email according to session parameter information and session identification.
Alternatively, above-mentioned message sink unit 61 also comprises, session content information receiving unit 712 is used for the session content information that reception server sends; Then above-mentioned session is initiated the unit and is also comprised, session content acquiring unit 723 is used for obtaining according to described session content information the content of described multimedia message, short message, instant message or Email.
Alternatively, above-mentioned session is initiated the unit and is also comprised, initiates confirmation unit 724, whether is used to point out initiation session, if then trigger initiation session.
Fig. 7 is the structural representation of terminal embodiment two of the present invention, and terminal comprises message sink unit 61, is used for the notification message that reception server sends, and comprises conversational mode sign and session parameter information in this notification message; Unit 62 is initiated in session, is used for according to this session parameter information, with the corresponding conversational mode initiation session of this conversational mode sign.Above-mentioned message sink unit 61 comprises that also destination address receives subelement 711, is used to receive the session destination address; Session content information receiving unit 712 is used for the session content information that reception server sends; Session is initiated unit 62 and is also comprised, first initiates unit 721, is used for initiating audio call or video phone call according to session parameter information and session identification; Second initiates unit 722, is used for sending multimedia message, short message, instant message or Email according to session parameter information and session identification; Session content acquiring unit 723 is used for obtaining according to described session content information the content of described multimedia message, short message, instant message or Email; Initiate confirmation unit 724, whether be used to point out initiation session, if then trigger initiation session.Above-mentioned terminal comprises that also query messages sends Unit 73, is used for sending to server the message of inquiry session destination address, comprises the session address of this terminal in the message of this inquiry session destination address.
Notification message among the above-mentioned terminal embodiment has multiple mode to realize, as required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, can also be the CPM amalgamation IP message, WAP PUSH, SIP PUSH or other PUSH modes.
Fig. 8 is the structural representation of server implementation example one of the present invention, and this server comprises, message generation unit 81 is used to generate notification message, comprises conversational mode sign and session parameter information in this notification message; Message sending unit 82 is used to send this notification message, and this notification message is used for indicating terminal according to this session parameter information, with the corresponding conversational mode initiation session of conversational mode sign.
Fig. 9 is the structural representation of server implementation example two of the present invention, and this server comprises, message generation unit 81 is used to generate notification message, comprises conversational mode sign and session parameter information in this notification message; Message sending unit 82 is used to send this notification message, and this notification message is used for indicating terminal according to this session parameter information, with the corresponding conversational mode initiation session of conversational mode sign; This message sending unit 82 comprises that further destination address sends subelement 921, is used to send the session destination address of described terminal initiation session.Terminal also comprises, query messages receiving element 93 is used for the message of the inquiry session destination address that receiving terminal sends, and comprises the session address of described terminal in the message of described inquiry session destination address.Then described server also comprises, query unit 94 is used for the message according to described inquiry session destination address, inquires about and obtain described session destination address; Terminal address extraction unit 95, the session address that is used to extract terminal described in the described inquiry session destination address; Then described message sending unit also is used for sending a notification message according to the session address of described terminal.
The notification message of above-mentioned server implementation example has multiple mode to realize, as required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, can also be the CPM amalgamation IP message, WAP PUSH, SIP PUSH or other PUSH modes.
Figure 10 is the schematic flow sheet of the embodiment of the invention six methods, and this embodiment step is:
The notification message that S601 terminal reception server sends comprises Short Message Identifier, content of short message relevant information and short message destination address in this notification message.
The S602 terminal is obtained content of short message according to the content of short message relevant information, sends the short message that comprises this content of short message to the short message destination address according to Short Message Identifier.
When present embodiment is applied in dynamic content dispensing DCD (the Dynamic Content Delivery) business field, above-mentioned server can be the DCD server, comprise the information that needs the terminal feedack or need terminal to select in the content of short message relevant information that the DCD server issues, among the embodiment conversational mode adopt short message be one for example, conversational mode sign in the notification message can also wait other DCD message identifier for the multimedia message sign, wherein, the short message that provides in the DCD business is provided the conversational mode of DCD message identifier correspondence, multimedia message, voice, video telephone, Email, the message of instant message and DCD self definition is in interior message.The message of DCD self definition comprises the DCD upstream message, and wherein upstream message comprises: callback conversational mode, callback session content, destination address and extended field.The callback session content can be a script file, also can be URL, or content such as literal, picture, video.The passage that terminal sends above-mentioned short message can be the DCD passage.
Present embodiment also can be applicable to RME (Rich Media Environment, rich media environments) in the business, this moment, server was RME server (a for example RME business survey server), comprise the information that needs the terminal feedack or need terminal to select in the content of short message relevant information that the RME server issues, among the embodiment conversational mode adopt short message be one of RME message for example, the short message that provides in the RME business is provided the conversational mode of RME message identifier correspondence, multimedia message, voice, video telephone, Email, the message of instant message and RME self definition is in interior message.The message of RME self definition comprises the RME upstream message, and wherein upstream message comprises: callback conversational mode, callback session content, destination address and extended field.The callback session content can be a script file, also can be URL, or content such as literal, picture, video
Present embodiment can also be applied in the mobile phone TV services field, for example in the middle of the interactive service of mobile TV, server need obtain terminal use's ballot, then server can be issued to terminal with the form of notification message with vote information, terminal receives after this notification message, terminal is obtained content of short message (as the information that needs the terminal feedack or need terminal to select) according to the content of short message relevant information in the notification message, sends the short message that comprises this content of short message to the short message destination address according to Short Message Identifier.Wherein, conversational mode adopts short message to be one and gives an example, and the conversational mode of mobile TV message identifier correspondence comprises multimedia message, HTTP (Hypertext Transfer Protocol HTTP) message, the interactive message of BCAST (Broadcast mobile multi-media broadcasting service), USSD (Unstructred Supplementary Service Data unstructured supplementary data traffic) message etc.
PUSH message among the embodiment is exemplified below:
| ＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜si〉＜indication href=" http://sms souce.com " obtain address sessionMethod=" SMS " the note method of calling to-address=of user content " http: // destServer.example.com" feed back to this server address created=" 2001-07-31T10:13:00Z " ' si-expires=" ' 2001-08-07T10:13:00Z " '</indication><script>The script file that adds</script></si> |
In the middle of above-mentioned example, be the XML example of a SI message of PUSH message encapsulation.The XML data of this SI are mainly used to be encapsulated in the middle of the message body of PUSH message, as the particular content of using required identification.In the middle of PUSH message, can identify by the application that the header field of X-Wap-Application-Id is handled needs.The PUSH client is transferred to relevant application with the PUSH message that has encapsulated this SI message and is handled according to the concrete numerical value of this APP-Id then.Providing a kind of is exemplified below: " X-Wap-Application-Id:x-wap-application:session.ua ".
Indication.href in the present embodiment has used a URL, and this address is used for obtaining user content.For example this content can be a script file, and the user obtains a script file according to this connection, and finishes feedback according to script file.Also can directly increase a script file in XML, the guiding user finishes feedback.The XML that increases need increase elements corresponding in DTD.As follows:
| ＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜! ELEMENT si (indication, info?)＜! ELEMENT indication (#PCDATA)〉＜! ATTLIST indication cbm CDATA#IMPLIED back calling method to-address CDATA#IMP LIED callback destination address href%URI; #IMPLIED si-id CDATA#IMPLIED created%Datetime; #IMPLIED si-expires%Datetime; #IMPLIED action (signal-none|signal-low|signal-medium|signal-high|delete) " signal-medium "〉＜! ELEMENT script ANY〉add the script file element＜! ELEMENT info (item+)〉＜! ELEMENT item (#PCDATA)〉＜! ATTLIST item class NMTOKEN#REQUIRED〉＜! ELEMENT sl EMPTY〉＜! ATTLIST sl cbm CDATA#IMPLIED to-address CDATA#IMPLIED href%URI; #REQUIRED action (execute-low|execute-high|cache) " execute-low "〉＜! ENTITY%Datetime " CDATA "〉＜! ENTITY%URI " CDATA " 〉 |
Wherein, can also increase the element in order to the purposes of representing operating at present after the callback destination address, the form of element can be " description CDATA#IMPLIED ".
Need to prove, WAP PUSH mode in the present embodiment is one and gives an example, notification message also has multiple mode to realize, as required SI message and APP-ID data being carried in the short message body with the form of XML in short message (SMS) mode, can also be CPM amalgamation IP message, WAP PUSH, SIP PUSH or other PUSH modes.
Method according to one or more embodiment of the present invention, terminal and server, conversational mode sign and session parameter information in the notification message that terminal issues according to server have been realized, automatically or by the user select to this destination address initiation session, terminal also can be initiatively to server lookup to obtain destination address, the conversational mode that terminal adopts can be the session of CS circuit domain, VoIP (Voice over IP, IP-based voice) session or videophone session, and can initiate callback by session purpose side, alleviated terminal use's cost of the phone call burden, also can set up session by ivr server, make session purpose side invisible, protection terminal use's privacy to the session address of terminal; Conversational mode can also adopt multimedia message (MMS), short message (SMS), instant message (IM) or Email (EMAIL), and can obtain session content according to session content information in the notification message.The present invention has simplified the user and has operated the operation of initiation session, has reduced because the adverse effect that final Transaction Success rate is caused with enterprise's customer service session complicated operation.
More than be explanation, in concrete implementation process, can carry out suitable improvement, to adapt to the concrete needs of concrete condition method of the present invention to the specific embodiment of the invention.Therefore be appreciated that according to the specific embodiment of the present invention just to play an exemplary role, not in order to restriction protection scope of the present invention.
Claims (30)
1, a kind of conversation starting method is characterized in that, comprise,
The notification message that reception server sends comprises conversational mode sign and session parameter information in the described notification message;
According to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
2, the method for claim 1 is characterized in that, described conversational mode sign comprises: voice call identifier, video phone call sign, multimedia message sign, Short Message Identifier, instant message sign or Email sign.
3, the method for claim 1 is characterized in that, described session parameter information is the parameter that described initiation session relates to, and comprises the session destination address at least, and then described initiation session is to described session destination address initiation session.
4, method as claimed in claim 3 is characterized in that, described session destination address is fixed telephone number, phone number, URI, SIP URI or EMAIL address.
5, method as claimed in claim 3 is characterized in that, describedly to described session destination address initiation session is: from the described session destination address of trend initiation session, or select to described session destination address initiation session according to the prompting of described notification message.
6, method as claimed in claim 3 is characterized in that, described server is a dynamic content dispensing DCD server, and then described conversational mode is designated the DCD message identifier.
7, method as claimed in claim 3 is characterized in that, described server is the RME of a Rich Media server, and then described conversational mode is designated the RME message identifier.
8, method as claimed in claim 3 is characterized in that, described server is a mobile phone TV server, and then described conversational mode is designated the mobile TV message identifier.
9, method as claimed in claim 3 is characterized in that, described server is a network call center, the customer service of the corresponding enterprise of described session destination address.
10, method as claimed in claim 9, it is characterized in that, also comprise before the notification message that described reception server sends,, comprise the session address of terminal in the message of described inquiry session destination address to the message of described server transmission inquiry session destination address.The terminal of the corresponding receiving notice message in described session address.
11, method as claimed in claim 10 is characterized in that, described message to described server transmission inquiry session destination address comprises that described terminal enters by the enterprise web site link, imports the session address and the submission of described terminal.
12, method as claimed in claim 11 is characterized in that, described session destination address is, lands the number of customer service by different level that the tree-shaped logic of enterprise web site is corresponding, contain branch's button with terminal.
13, method as claimed in claim 9, it is characterized in that, described conversational mode is designated voice call identifier or video phone call sign, then described is to initiate audio call or video phone call to the customer service of described enterprise to enterprise's customer service initiation session with the corresponding conversational mode of described conversational mode sign.
14, method as claimed in claim 13 is characterized in that, described conversational mode with described conversational mode sign correspondence comprises also that after enterprise's customer service initiation session the session that described enterprise customer service receiving terminal is initiated is initiated callback to terminal.
15, method as claimed in claim 13, it is characterized in that, described session destination address is the number of customer service of described enterprise and ivr server binding, then described conversational mode with described conversational mode sign correspondence comprises to described session destination address initiation session, terminal makes a call to described ivr server with described conversational mode, and described ivr server is set up calling between terminal and the enterprise's customer service by the voice guide flow process.
16, method as claimed in claim 9, it is characterized in that, described conversational mode is designated multimedia message sign, Short Message Identifier, instant message sign or Email sign, then described is to send multimedia message, short message, instant message or Email to the customer service of described enterprise to session destination address initiation session with the corresponding conversational mode of described conversational mode sign.
17, method as claimed in claim 16 is characterized in that, also comprises session content information in the described session parameter information, is used for the content that indicating terminal obtains described multimedia message, short message, instant message or Email.
As each described method of claim 1 to 17, it is characterized in that 18, described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.
19, a kind of terminal is characterized in that, comprises, the message sink unit is used for the notification message that reception server sends, and comprises conversational mode sign and session parameter information in the described notification message; The unit is initiated in session, is used for according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
20, terminal as claimed in claim 19 is characterized in that, described message sink unit comprises that also destination address receives subelement, is used to receive the session destination address; Then described session is initiated the unit and is further used for according to described session parameter information, identifies corresponding conversational mode to described session destination address initiation session with described conversational mode.
21, terminal as claimed in claim 20, it is characterized in that described terminal also comprises, the query messages transmitting element, be used for sending the message of inquiry session destination address, comprise the session address of described terminal in the message of described inquiry session destination address to server.
22, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, first initiates the unit, is used for initiating audio call or video phone call according to described session parameter information and described session identification.
23, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, second initiates the unit, is used for sending multimedia message, short message, instant message or Email according to described session parameter information and described session identification.
24, terminal as claimed in claim 23 is characterized in that, described message sink unit also comprises, the session content information receiving unit is used for the session content information that reception server sends; Then described session is initiated the unit and is also comprised, the session content acquiring unit is used for obtaining according to described session content information the content of described multimedia message, short message, instant message or Email.
25, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, initiates confirmation unit, is used for prompting and whether initiates described session, if then trigger and initiate described session.
26, as each terminal as described in the claim 19 to 25, it is characterized in that described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.
27, a kind of server is characterized in that, comprises, message generation unit is used to generate notification message, comprises conversational mode sign and session parameter information in the described notification message; Message sending unit is used to send described notification message, and this notification message is used for indicating terminal according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.
28, server as claimed in claim 27 is characterized in that, described message sending unit comprises that also destination address sends subelement, is used to send the session destination address of described terminal initiation session.
29, server as claimed in claim 28, it is characterized in that described server also comprises, the query messages receiving element, the message that is used for the inquiry session destination address that receiving terminal sends comprises the session address of described terminal in the message of described inquiry session destination address.Then described server also comprises, query unit is used for the message according to described inquiry session destination address, inquires about and obtain described session destination address; The terminal address extraction unit, the session address that is used to extract terminal described in the described inquiry session destination address; Then described message sending unit also is used for sending a notification message according to the session address of described terminal.
As each described server of claim 27 to 29, it is characterized in that 30, described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2008100806281A CN101494831A (en) | 2008-01-26 | 2008-02-25 | Method, terminal and server for initiating conversation |
| PCT/CN2009/070061 WO2009094915A1 (en) | 2008-01-26 | 2009-01-07 | A method, terminal, server, and network system for initiating a session |
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| Application Number | Priority Date | Filing Date | Title |
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| CN200810065684 | 2008-01-26 | ||
| CN200810065684.8 | 2008-01-26 | ||
| CNA2008100806281A CN101494831A (en) | 2008-01-26 | 2008-02-25 | Method, terminal and server for initiating conversation |
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| CN101494831A true CN101494831A (en) | 2009-07-29 |
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| CNA2008100806281A Pending CN101494831A (en) | 2008-01-26 | 2008-02-25 | Method, terminal and server for initiating conversation |
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Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102474508A (en) * | 2009-10-20 | 2012-05-23 | 阿瓦雅公司 | Hierarchal Structuring Of Nodes In A Peer-To-Peer Network |
| CN102844677A (en) * | 2010-04-12 | 2012-12-26 | 诺基亚公司 | Session parameters in the periodic assistance data delivery |
| CN105700904A (en) * | 2014-11-28 | 2016-06-22 | 腾讯科技（深圳）有限公司 | Session initiation method and apparatus |
| US9731538B2 (en) | 2013-02-12 | 2017-08-15 | Sectago Gmbh | Security device |
| CN112019421A (en) * | 2020-08-20 | 2020-12-01 | 浙江企蜂信息技术有限公司 | Telephone traffic machine and message comprehensive processing method, device and system thereof |
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2008
- 2008-02-25 CN CNA2008100806281A patent/CN101494831A/en active Pending
Cited By (11)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102474508A (en) * | 2009-10-20 | 2012-05-23 | 阿瓦雅公司 | Hierarchal Structuring Of Nodes In A Peer-To-Peer Network |
| CN102474508B (en) * | 2009-10-20 | 2016-01-20 | 阿瓦雅公司 | The hierarchical structure of the node in point to point network |
| US9614905B2 (en) | 2009-10-20 | 2017-04-04 | Avaya Inc. | Determination of persona information availability and delivery on peer-to-peer networks |
| US10681121B2 (en) | 2009-10-20 | 2020-06-09 | Avaya, Inc. | Profile information based on participant identity for peer-to-peer sessions |
| CN102844677A (en) * | 2010-04-12 | 2012-12-26 | 诺基亚公司 | Session parameters in the periodic assistance data delivery |
| CN102844677B (en) * | 2010-04-12 | 2015-04-15 | 诺基亚公司 | Session parameters in the periodic assistance data delivery |
| US9509727B2 (en) | 2010-04-12 | 2016-11-29 | Nokia Technologies Oy | Session parameters in the periodic assistance data delivery |
| US10116710B2 (en) | 2010-04-12 | 2018-10-30 | Nokia Technologies Oy | Session parameters in the periodic assistance data delivery |
| US9731538B2 (en) | 2013-02-12 | 2017-08-15 | Sectago Gmbh | Security device |
| CN105700904A (en) * | 2014-11-28 | 2016-06-22 | 腾讯科技（深圳）有限公司 | Session initiation method and apparatus |
| CN112019421A (en) * | 2020-08-20 | 2020-12-01 | 浙江企蜂信息技术有限公司 | Telephone traffic machine and message comprehensive processing method, device and system thereof |
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