CN102083027B - 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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- CN102083027B CN102083027B CN 200910241548 CN200910241548A CN102083027B CN 102083027 B CN102083027 B CN 102083027B CN 200910241548 CN200910241548 CN 200910241548 CN 200910241548 A CN200910241548 A CN 200910241548A CN 102083027 B CN102083027 B CN 102083027B
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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 to input the calling subscriber that need to establish call connection and called subscriber's telephone number in the click to dial interface of WEB browser, 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 set up the call connection between the caller and called users.The WEB browser can carry out alternately with the CTD server, initiates click to dial and calls out, and show the state that click to dial is called out.
The call connection method of existing WEB voice customer service, owing to adopting the click to dial technology to realize, the called identification that the needs that the user inputs in the click to dial interface of WEB browser establish call connection is 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 inputted other people telephone number, thereby causes the problem of calling out harassing and wrecking.Existing WEB voice customer service system usually adopt the number of calls in the restricted unit time or be defined in and can only input 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, input the identifying code that receives, checking is by the rear call connection of setting up between the caller and called users, and the 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 the 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 the 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 WEB voice customer service system initiate carry the second call request of this idle calling identification the time, set up the call connection between described WEB browser and 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, be used for storage 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;
Interface unit is used for receiving the 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 the first call request customer ID;
Control unit, when be used for confirming 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 for receiving described WEB browser to described WEB voice customer service system initiate carry the second call request of this idle calling identification the time, set up the call connection between described WEB browser and 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 calling out each time by network side server to the user assignment that makes a call, 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 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's 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 writing, 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's side WEB browser and network side server, finish alternately, the WEB browser is installed in user's PC (PersonalComputer, 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:
The 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 the first call request that the WEB browser is initiated, namely current client web site of accessing 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 the 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 the second call request of this idle calling identification the time, set up the call connection between WEB browser and 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 the implementation, 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 so that being transformed by improved CTD server implementation, existing CTD server describes.
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 the 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 call connection between WEB browser and the WEB voice customer service system.
As shown in Figure 3, the CTD server receives the 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 the 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 so, carry out S303, if not, carry out S310;
S303, CTD server carry out authentication to this accessed client, mainly be to judge that whether arrearage of this client, service condition be whether normal 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 so, then return and carry out S304, and if not, then flow process finishes;
In the implementation, 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 the implementation, from being the calling identification of accessed client's distribution, can select at random the calling identification of a free time, perhaps according to the repeating query policy selection calling identification of a free time, perhaps adopt the calling identification of a free time of other policy selection;
S308, CTD server receive the WEB browser to WEB voice customer service system initiate carry the second call request of this idle calling identification the time, set up the call connection between WEB browser and the WEB voice customer service system;
In the implementation, the CTD server is from being to select the calling identification that distributes of accessed client after the calling identification of a free time, 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 the 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 the implementation, in order to realize that the client's of WEB voice customer service business customer ID has respectively been opened in storage 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 apply for the page or pass through manual type by specific business, 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 (such as customer name), professional numbering (the business numbering of WEB voice customer service), application distribution etc.;
S402, CTD server distribute the calling identification of respective numbers according to the calling identification quantity that application distributes for the client of correspondence;
S403, CTD server are preserved the customer ID that carries in this service fulfillment application and are the calling identification that corresponding client distributes.
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, so that in the CTD server storage 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 situation according to the calling identification that distributes for the client, be call distribution calling identification each time according to certain selection strategy, thereby set up the call connection between WEB browser and the WEB voice customer service system.Can under the prerequisite that guarantees click dial-up operation convenience, avoid malicious user to the calling harassing and wrecking of WEB voice customer service system by this scheme.
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 the implementation, this device also comprises:
In the implementation, control unit 504 can be carried out following processing for the situation that does not have idle calling identification in the calling identification that distributes for accessed client:
In the implementation, do not inquire the situation of the accessed client's who carries in the first call request customer ID the customer ID of control unit 504 for the client who has opened WEB voice customer service business from each, can carry out following processing:
Better, control unit 504, also be used for before be the calling identification of accessed client calling identification free time of selection of distributing, accessed client is carried out authentication and confirms that authentication passes through, it mainly is to judge that whether arrearage of this client, service condition be whether normal 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.
Better, control unit 504, also be used for from storage be after the calling identification of accessed client calling identification free time of selection of distributing, this idle calling identification is set to seizure condition; Perhaps, contiguous unit 505, also be used for receiving the WEB browser to WEB voice customer service system initiate carry the 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, be described in detail, 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 calling out each time by network side server to the user assignment that makes a call, 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, 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's 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 the 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 the 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 WEB voice customer service system initiate carry the second call request of this idle calling identification the time, set up the call connection between described WEB browser and 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 the client of correspondence; 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 at random the calling identification of a free time 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 the 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, be used for storage 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;
Interface unit is used for receiving the 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 the first call request customer ID;
Control unit, when be used for confirming 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 for receiving described WEB browser to described WEB voice customer service system initiate carry the second call request of this idle calling identification the time, set up the call connection between described WEB browser and the WEB voice customer service system.
10. device as claimed in claim 9 is characterized in that, also comprises:
Administrative unit, when being used for 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 the client of correspondence; And the calling identification of in memory cell, preserving the customer ID that carries in this service fulfillment application and distributing for corresponding client.
11. such 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 do not inquire described accessed client's customer ID for the customer ID of having opened the client of WEB voice customer service business, returns the notification message that call number does not provide service to described WEB browser from each.
13. device as claimed in claim 9 is characterized in that,
Described control unit also is used for before be the calling identification of described accessed client calling identification free time of selection of distributing, 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 be used for from storage be after the calling identification of described accessed client calling identification free time of selection of distributing, this idle calling identification is set to seizure condition; Perhaps, described contiguous unit, also be used for receiving described WEB browser to WEB voice customer service system initiate carry the 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 such 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 |
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| Application Number | Priority Date | Filing Date | Title |
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| 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 CN102083027A (en) | 2011-06-01 |
| CN102083027B true CN102083027B (en) | 2013-09-18 |
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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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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN103391200B (en) * | 2013-08-05 | 2016-12-07 | 北京吉亚伟业科技有限公司 | Verification method and device |
| CN108259433B (en) * | 2016-12-29 | 2021-08-06 | 中国移动通信有限公司研究院 | Call queuing distribution method, system and server |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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 |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| AU2003295835A1 (en) * | 2002-11-25 | 2004-06-18 | Telesector Resources Group, Inc. | Methods and systems for multiuser selective notification |
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| 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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