CN102083027A - Method, device and equipment for interconnecting call of WEB voice client service - Google Patents
Method, device and equipment for interconnecting call of WEB voice client service Download PDFInfo
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- CN102083027A CN102083027A CN2009102415484A CN200910241548A CN102083027A CN 102083027 A CN102083027 A CN 102083027A CN 2009102415484 A CN2009102415484 A CN 2009102415484A CN 200910241548 A CN200910241548 A CN 200910241548A CN 102083027 A CN102083027 A CN 102083027A
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Abstract
The invention discloses a method, device and equipment for interconnecting a call of a WEB voice client service, which are used for solving the problem of call harassment of malicious users on the premise of guaranteeing the operation convenience of clicking to dial. The call interconnecting method comprises the following steps of: receiving a first call request initiated by a WEB browser to a WEB voice client service system; when the client identification of an accessed client, which is carried in the first call request, is confirmed to be inquired from client identifications of clients of all stored opened WEB voice client services, selecting an idle calling identification from stored calling identifications distributed to the accessed client and returning the calling identification to the WEB browser; and when a second call request carried with the idle calling identification, which is initiated by the WEB browser to the WEB voice client service system, is received, establishing a call connection between the WEB browser and the WEB voice client service system.
Description
Technical field
The present invention relates to moving communicating field, relate in particular to call connection method, device and CTD (click to dial) server of a kind of WEB (World Wide Web (WWW)) voice customer service.
Background technology
In the prior art, WEB (World Wide Web (WWW)) voice customer service system (can be called for short customer service system in the present specification) adopts CTD (click to dial) technology to realize call proceeding.Basic realization flow is: when the user has opened client's (being generally corporate client) website of WEB voice customer service business by the WEB browser access, embed the click to dial interface in the WEB webpage that represents on the WEB browser, initiate click to dial for the user by the click to dial mode and call out, thereby enjoy the WEB voice customer service that customer service system provides.The user need import in the click to dial interface of WEB browser needs to set up the calling subscriber of calling connection and called subscriber's telephone number, and trigger and click dial-up, the WEB browser wherein carries calling subscriber and called subscriber's telephone number to the request of making a call of CTD server; When the CTD server receives the call request of WEB browser initiation, call request is routed to caller and called users, thereby the calling of setting up between the caller and called users connects.The WEB browser can carry out alternately with the CTD server, initiates click to dial and calls out, and show the state of clicking dial-up.
The call connection method of existing WEB voice customer service, owing to adopt the click to dial technology to realize, the needs that the user imports in the click to dial interface of WEB browser are set up the called identification of calling out connection and are fixed, be the customer service number that WEB voice customer service system provides, and caller id subscriber can arbitrarily be filled in, therefore malicious user can be imported other people telephone number, thereby causes the problem of calling out harassing and wrecking.Existing WEB voice customer service system adopt the number of calls in the restricted unit time usually or be defined in and can only import a telephone number in the session and limit, but above-mentioned measure can't thoroughly solve the calling harassing and wrecking problem of malicious user.
In order to solve the calling harassing and wrecking problem of malicious user, another kind method is to send identifying code by short message way to calling out the portable terminal of initiating the user, allow this user in the click to dial interface of WEB browser, import the identifying code that receives, checking by after the calling of setting up between the caller and called users connect, this method has increased the Operating Complexity of click to dial.
Summary of the invention
The embodiment of the invention provides the call connection method of a kind of WEB voice customer service, in order to solve the calling harassing and wrecking problem of malicious user under the prerequisite that guarantees click dial-up operation convenience.
The embodiment of the invention provides the call connection method of a kind of WEB voice customer service, comprising:
Receive first call request that the WEB browser is initiated WEB voice customer service system;
Affirmation is from the client's who has respectively opened WEB voice customer service business of storage customer ID, when inquiring the accessed client's who carries in described first call request customer ID, from storage be the calling identification of a free time of selection the calling identification that distributes of described accessed client, and return to described WEB browser;
Receive described WEB browser to customer service system initiate carry second call request of this idle calling identification the time, set up described WEB browser and be connected with calling between the WEB voice customer service system.
The embodiment of the invention provides the call proceeding device of a kind of WEB voice customer service, comprising:
Memory cell is used to store each client's who has opened WEB voice customer service business customer ID and for each has opened calling identification that the client of WEB voice customer service business distributes;
Interface unit is used to receive first call request that the WEB browser is initiated WEB voice customer service system;
Query unit, each that is used for from storage opened the client's of WEB voice customer service business customer ID, inquires about the accessed client's who carries in described first call request customer ID;
Control unit, when being used to confirm that query unit inquires described accessed client's customer ID, from storage be the calling identification of a free time of selection the calling identification that distributes of described accessed client, and return to described WEB browser;
Contiguous unit, be used to receive described WEB browser to customer service system initiate carry second call request of this idle calling identification the time, set up described WEB browser and be connected with calling between the WEB voice customer service system.
The embodiment of the invention provides a kind of CTD server, comprises the call proceeding device of above-mentioned WEB voice customer service.
The call connection method of WEB voice provided by the invention customer service, device and CTD server, the calling identification of Hu Jiaoing distributes to the user who makes a call by network side server each time, finally utilize the phonetic function of PC to set up call proceeding between WEB browser and the WEB voice customer service system, can avoid the calling harassing and wrecking of malicious user fully; And the calling identification and the called identification of calling out set up all fixed, and also guaranteed the legitimacy of calling out; Simultaneously, the call establishment process is finished alternately by network side server and user side WEB browser, has simplified user's operation, also meets the custom that the user dials the traditional client Service Phone, has promoted user's impression.
Other features and advantages of the present invention will be set forth in the following description, and, partly from specification, become apparent, perhaps understand by implementing the present invention.Purpose of the present invention and other advantages can realize and obtain by specifically noted structure in the specification of being write, claims and accompanying drawing.
Description of drawings
The call connection method flow chart that Fig. 1 provides for the embodiment of the invention;
The user that Fig. 2 provides for the embodiment of the invention initiates the process chart that click to dial is called out in current accessed client's click to dial interface;
The process chart of the CTD server that Fig. 3 provides for the embodiment of the invention;
The service fulfillment flow chart that Fig. 4 provides for the embodiment of the invention;
The call proceeding device block diagram that Fig. 5 provides for the embodiment of the invention.
Embodiment
In order under the prerequisite that guarantees click dial-up operation convenience, to solve the calling harassing and wrecking problem of malicious user, the embodiment of the invention provides the call connection method of a kind of WEB voice customer service, between user side WEB browser and network side server, finish alternately, the WEB browser is installed in user's PC (Personal Computer, PC) on, utilize the phonetic function of PC to realize the voice call between the customer service seat in user and the WEB voice customer service system.
As shown in Figure 1, the call connection method of WEB voice customer service comprises the steps:
First call request that S101, reception WEB browser are initiated WEB voice customer service system;
When the user has opened client's (being generally corporate client) website of WEB voice customer service business by the WEB browser access, embed the click to dial interface in the WEB webpage that represents on the WEB browser, can trigger the click dial-up by click to dial interface user; Carry accessed client's customer ID in first call request that the WEB browser is initiated, promptly current client web site of visiting corresponding client's customer ID.
S102, affirmation are from the client's who has respectively opened WEB voice customer service business of storage customer ID, when inquiring the accessed client's who carries in first call request customer ID, from storage be the calling identification of a free time of selection the calling identification that distributes of accessed client, and return to the WEB browser;
Described calling identification generally adopts the digital number form, and for example " 13********* " can certainly adopt other sign format.
S103, receive the WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, set up the WEB browser and be connected with calling between the WEB voice customer service system.
The enforcement of the call connection method of described WEB voice customer service, can be by thereby existing CTD server is transformed by improved CTD server implementation, thereby also can in WEB voice customer service system, increase server by this server implementation that increases newly.In concrete the enforcement, the WEB browser generally can be by for example embedded CTD plug-in unit realization in the WEB browser of software mode in order to realize above-mentioned functions.
In the embodiment of the invention, thereby, existing CTD server describes so that being transformed by improved CTD server implementation.
As shown in Figure 2, the user initiates the handling process that click to dial is called out in current accessed client's click to dial interface, comprise the steps:
S201, user click the click to dial interface in the WEB webpage by being installed in the WEB browser access client web site on the PC, trigger and click dial-up;
S202, WEB browser wherein carry accessed client's customer ID to first call request of CTD server initiation to WEB voice customer service system;
S203, CTD server are confirmed from the client's who has respectively opened WEB voice customer service business of storage customer ID, when inquiring the accessed client's who carries in first call request customer ID, from the calling identification for accessed client's distribution of storage, select the calling identification of a free time and return to the WEB browser;
S204, WEB browser wherein carry this idle calling identification to second call request of CTD server initiation to WEB voice customer service system;
S205, CTD server are set up the WEB browser and are connected with calling between the WEB voice customer service system.
As shown in Figure 3, the CTD server receives first call request handling process afterwards that the WEB browser is initiated WEB voice customer service system, comprises the steps:
The accessed client's that S301, CTD server carry in inquiry first call request from the client's who has respectively opened WEB voice customer service business of storage customer ID customer ID;
S302, CTD server judge the customer ID that whether inquires the accessed client who carries in this first call request from each has opened client's the customer ID of WEB voice customer service business, if, carry out S303, if not, carry out S310;
S303, CTD server carry out authentication to this accessed client, mainly be to judge that whether normal whether arrearage of this client, service condition etc., if not arrearage and service condition normally authentication pass through, carry out S304, otherwise authentication do not pass through, carry out S310;
S304, CTD server detect the current speech channel situation of this accessed client, judge whether this accessed client exists idle speech channel, are in the calling identification that this accessed client distributes whether have idle calling identification, if, carry out S307, if not, carry out S305;
S305, CTD server return the busy notification message of call number to the WEB browser;
S306, CTD server judge whether the user agrees to wait for, if, then return and carry out S304, if not, then flow process finishes;
In concrete the enforcement, the CTD server sends whether to agree the apply for information waited for to the WEB browser, if receive the answer message that agreement that the WEB browser returns is waited for, confirm that then the user agrees to wait for, if receive the answer message of disagreeing with wait that the WEB browser returns, confirm that then the user disagrees with wait;
S307, CTD server be from being to select the calling identification of a free time the calling identification that distributes of accessed client, and return to the WEB browser;
In concrete the enforcement,, can select the calling identification of a free time at random,, perhaps adopt the calling identification of a free time of other policy selection perhaps according to the repeating query policy selection calling identification of a free time from being the calling identification of accessed client's distribution;
S308, CTD server receive the WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, set up the WEB browser and be connected with calling between the WEB voice customer service system;
In concrete the enforcement, the CTD server is from be after the calling identification of a free time of selection the calling identification that distributes of accessed client, and calling identification that can the free time is set to seizure condition; Perhaps, the CTD server receive the WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, calling identification that can the free time is set to seizure condition;
S309, after the end of calling of setting up, the calling identification that the calling of the current end of CTD server takies is set to idle condition;
S310, CTD server return the notification message that call number does not provide service to the WEB browser, and flow process finishes.
In concrete the enforcement, respectively opened the client's of WEB voice customer service business customer ID in order to be implemented in to store in the CTD server, and be each calling identification of having opened client's distribution of WEB voice customer service business, need the corresponding service fulfillment flow process that the customer service of a kind of WEB voice is provided, client's (being generally corporate client) can open WEB voice customer service business to the application of CTD server in several ways, for example by the specific business application page or pass through manual type, as shown in Figure 4, the service fulfillment flow process of CTD server side comprises the steps:
S401, CTD server receive the service fulfillment application of the WEB voice customer service of client's transmission of not opening WEB voice customer service business, and the application information of carrying in the service fulfillment application comprises: the calling identification quantity of customer ID (for example customer name), professional numbering (the business numbering of WEB voice customer service), application distribution etc.;
The calling identification quantity that S402, CTD server distribute according to application is distributed the calling identification of respective numbers for corresponding client;
The calling identification that S403, CTD server are preserved the customer ID that carries in this service fulfillment application and distributed for corresponding client.
If the client opens WEB voice customer service business by the mode application of the business application page, the CTD server also can apply for that the page returns the successful response message of professional application to business.
Based on above-mentioned service fulfillment flow process, make storage in the CTD server each opened WEB voice customer service business the client customer ID and for each has opened calling identification that the client of WEB voice customer service business distributes, for the continue realization of flow process of subsequent voice calls provides the basis.
The call connection method of the WEB voice customer service that the embodiment of the invention provides, busy not busy situation according to the calling identification that distributes for the client, be call distribution calling identification each time according to certain selection strategy, thereby the calling of setting up between WEB browser and the WEB voice customer service system connects.Can under the prerequisite that guarantees click dial-up operation convenience, avoid the calling harassing and wrecking of malicious user by this scheme to WEB voice customer service system.
Based on same technical conceive, the embodiment of the invention provides the call proceeding device of a kind of WEB voice customer service, and this device can be arranged in the CTD server, also can be arranged in the newly-increased server, as shown in Figure 5, comprising:
In concrete the enforcement, this device also comprises:
In concrete the enforcement, control unit 504 can be carried out following processing at the situation that does not have idle calling identification in the calling identification that distributes for accessed client:
In concrete the enforcement, do not inquire the situation of the accessed client's who carries in first call request customer ID the customer ID of control unit 504 at the client who has opened WEB voice customer service business from each, can carry out following processing:
Preferable, control unit 504, also be used for before selecting the calling identification of a free time from the calling identification that distributes for accessed client, accessed client is carried out authentication and confirms that authentication passes through, it mainly is to judge that whether normal whether arrearage of this client, service condition etc. that accessed client is carried out authentication, if this client not arrearage and service condition normally authentication pass through, otherwise authentication is not passed through.
Preferable, control unit 504 also is used for after the calling identification for accessed client's distribution of storage is selected the calling identification of a free time, and this idle calling identification is set to seizure condition; Perhaps, contiguous unit 505, also be used to receive the WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, this idle calling identification is set to seizure condition;
And contiguous unit 505 also is used for after the end of calling of setting up, and the calling identification that the calling of current end takies is set to idle condition.
Be to be understood that, the function that the call proceeding device of the WEB voice customer service that the embodiment of the invention provides is realized is corresponding one by one with the call connection method flow process of the WEB voice customer service that the embodiment of the invention provides, install the more detailed handling process that each functional unit is realized for this, in said method embodiment, done detailed description, be not described in detail herein.
The call proceeding scheme that the embodiment of the invention provides compared with prior art, the calling identification of Hu Jiaoing is distributed to the user who makes a call by network side server each time, finally utilize the phonetic function of PC to set up call proceeding between WEB browser and the WEB voice customer service system, can avoid the calling harassing and wrecking of malicious user fully;
In the embodiment of the invention, the calling identification and the called identification (the customer service telephone number that general WEB voice customer service system provides) of calling out set up all fixed, and also guaranteed the legitimacy of calling out;
In the embodiment of the invention, the call establishment process is finished alternately by network side server and user side WEB browser, has simplified user's operation, also meets the custom that the user dials the traditional client Service Phone, has promoted user's impression.
Obviously, those skilled in the art can carry out various changes and modification to the present invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these are revised and modification belongs within the scope of claim of the present invention and equivalent technologies thereof, then the present invention also is intended to comprise these changes and modification interior.
Claims (15)
1. the call connection method of WEB voice customer service is characterized in that, comprising:
Receive first call request that the WEB browser is initiated WEB voice customer service system;
Affirmation is from the client's who has respectively opened WEB voice customer service business of storage customer ID, when inquiring the accessed client's who carries in described first call request customer ID, from storage be the calling identification of a free time of selection the calling identification that distributes of described accessed client, and return to described WEB browser;
Receive described WEB browser to described customer service system initiate carry second call request of this idle calling identification the time, set up described WEB browser and be connected with calling between the WEB voice customer service system.
2. the method for claim 1 is characterized in that, preserves each client's who has opened WEB voice customer service business customer ID and is each method of having opened the calling identification that the client of WEB voice customer service business distributes, specifically comprises:
When receiving the service fulfillment application of the WEB voice customer service that the client that do not open WEB voice customer service business sends, according to the calling identification quantity that the application of carrying in the described service fulfillment application distributes, distribute the calling identification of respective numbers for corresponding client; And
The calling identification of preserving the customer ID that carries in this service fulfillment application and distributing for corresponding client.
3. method as claimed in claim 1 or 2 is characterized in that,
From being the calling identification that distributes of described accessed client, select the calling identification of a free time at random or according to the repeating query policy selection calling identification of a free time.
4. method as claimed in claim 1 or 2 is characterized in that, also comprises:
If do not have idle calling identification in the calling identification for described accessed client's distribution, return the busy notification message of call number to described WEB browser.
5. method as claimed in claim 4 is characterized in that, also comprises:
After described WEB browser returns the busy notification message of call number, send whether agree the apply for information waited for to described WEB browser, and carry out respective handling according to the answer message that described WEB browser returns.
6. the method for claim 1 is characterized in that, also comprises:
If from each has opened client's the customer ID of WEB voice customer service business, do not inquire described accessed client's customer ID, return the notification message that call number does not provide service to described WEB browser.
7. the method for claim 1 is characterized in that, also comprises:
From storage be after the calling identification of a free time of selection the calling identification that distributes of described accessed client, this idle calling identification is set to seizure condition; Perhaps, receive described WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, this idle calling identification is set to seizure condition;
And after the end of calling of setting up, the calling identification that the calling of current end takies is set to idle condition.
8. the method for claim 1 is characterized in that, from being to select the calling identification that distributes of accessed client also to comprise before the calling identification of a free time:
Described accessed client is carried out authentication and confirms that authentication passes through.
9. the call proceeding device of WEB voice customer service is characterized in that, comprising:
Memory cell is used to store each client's who has opened WEB voice customer service business customer ID and for each has opened calling identification that the client of WEB voice customer service business distributes;
Interface unit is used to receive first call request that the WEB browser is initiated WEB voice customer service system;
Query unit, each that is used for from storage opened the client's of WEB voice customer service business customer ID, inquires about the accessed client's who carries in described first call request customer ID;
Control unit, when being used to confirm that query unit inquires accessed client's customer ID, from storage be the calling identification of a free time of selection the calling identification that distributes of accessed client, and return to described WEB browser;
Contiguous unit, be used to receive described WEB browser to customer service system initiate carry second call request of this idle calling identification the time, set up described WEB browser and be connected with calling between the WEB voice customer service system.
10. device as claimed in claim 9 is characterized in that, also comprises:
Administrative unit, when being used to receive the service fulfillment application of the WEB voice customer service that the client that do not open WEB voice customer service business sends, according to the calling identification quantity that the application of carrying in the described service fulfillment application distributes, distribute the calling identification of respective numbers for corresponding client; And in memory cell, preserve the customer ID that carries in this service fulfillment application and be the calling identification of corresponding client distribution.
11. as claim 9 or 10 described devices, it is characterized in that,
Described control unit if also be used for not having idle calling identification for the calling identification that described accessed client distributes, returns the busy notification message of call number to described WEB browser.
12. device as claimed in claim 9 is characterized in that,
Described control unit if also be used for not inquiring from each customer ID of having opened the client of WEB voice customer service business described accessed client's customer ID, returns the notification message that call number does not provide service to described WEB browser.
13. device as claimed in claim 9 is characterized in that,
Described control unit also was used for before selecting the calling identification of a free time from the calling identification that distributes for described accessed client, and described accessed client is carried out authentication and confirms that authentication passes through.
14. device as claimed in claim 9 is characterized in that,
Described control unit also is used for after the calling identification for described accessed client's distribution of storage is selected the calling identification of a free time, and this idle calling identification is set to seizure condition; Perhaps, described contiguous unit, also be used to receive described WEB browser to WEB voice customer service system initiate carry second call request of this idle calling identification the time, this idle calling identification is set to seizure condition;
And described contiguous unit also is used for after the end of calling of setting up, and the calling identification that the calling of current end takies is set to idle condition.
15. a click to dial CTD server is characterized in that, comprises as the arbitrary described device of claim 9 to 14.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200910241548 CN102083027B (en) | 2009-11-26 | 2009-11-26 | Method, device and equipment for interconnecting call of WEB voice client service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN 200910241548 CN102083027B (en) | 2009-11-26 | 2009-11-26 | Method, device and equipment for interconnecting call of WEB voice client service |
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| CN102083027A true CN102083027A (en) | 2011-06-01 |
| CN102083027B CN102083027B (en) | 2013-09-18 |
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| Application Number | Title | Priority Date | Filing Date |
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| CN 200910241548 Expired - Fee Related CN102083027B (en) | 2009-11-26 | 2009-11-26 | Method, device and equipment for interconnecting call of WEB voice client service |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103391200A (en) * | 2013-08-05 | 2013-11-13 | 北京吉亚互联科技有限公司 | Verification method and device |
| CN108259433A (en) * | 2016-12-29 | 2018-07-06 | 中国移动通信有限公司研究院 | A kind of call queuing distribution method, system and server |
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| WO2004049183A1 (en) * | 2002-11-25 | 2004-06-10 | Telesector Resources Group, Inc. | Methods and systems for multiuser selective notification |
| CN101365157A (en) * | 2007-08-10 | 2009-02-11 | 华为技术有限公司 | Service triggering method, system and apparatus |
| CN101394436A (en) * | 2008-11-24 | 2009-03-25 | 中国电信股份有限公司 | Click dialing method, system and customer end based on fixed network |
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2009
- 2009-11-26 CN CN 200910241548 patent/CN102083027B/en not_active Expired - Fee Related
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| WO2004049183A1 (en) * | 2002-11-25 | 2004-06-10 | Telesector Resources Group, Inc. | Methods and systems for multiuser selective notification |
| CN101365157A (en) * | 2007-08-10 | 2009-02-11 | 华为技术有限公司 | Service triggering method, system and apparatus |
| CN101394436A (en) * | 2008-11-24 | 2009-03-25 | 中国电信股份有限公司 | Click dialing method, system and customer end based on fixed network |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103391200A (en) * | 2013-08-05 | 2013-11-13 | 北京吉亚互联科技有限公司 | Verification method and device |
| CN108259433A (en) * | 2016-12-29 | 2018-07-06 | 中国移动通信有限公司研究院 | A kind of call queuing distribution method, system and server |
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| Publication number | Publication date |
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| CN102083027B (en) | 2013-09-18 |
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Granted publication date: 20130918 Termination date: 20211126 |