CN102387259A - Method, system and device for monitoring call of intra-group subscribers by telephone operator - Google Patents
Method, system and device for monitoring call of intra-group subscribers by telephone operator Download PDFInfo
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- CN102387259A CN102387259A CN2011103202976A CN201110320297A CN102387259A CN 102387259 A CN102387259 A CN 102387259A CN 2011103202976 A CN2011103202976 A CN 2011103202976A CN 201110320297 A CN201110320297 A CN 201110320297A CN 102387259 A CN102387259 A CN 102387259A
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Abstract
The invention discloses a method, system and device for monitoring a call of intra-group subscribers by a telephone operator. The method comprises the following steps of: sending a calling request for calling the telephone operator and a called subscriber; when the telephone operator is at an off-hook state and a final response of the called subscriber is busy, sending a request for monitoring the call; and adding the telephone operator, the called subscriber and an opposite terminal subscriber which has the call with the called subscriber into a multiparty conference according to the request for monitoring the call. With the adoption of the technology of monitoring the call of intra-group subscribers by the telephone operator, when the telephone operator is at an off-hook state and a final response of the called subscriber is busy, a request for monitoring the call is sent; and the telephone operator, the called subscriber and an opposite terminal subscriber which has the call with the called subscriber are all added into a multiparty conference according to the request for monitoring the call; and the technology also can be used for controlling the telephone operator to only be capable of listening but not speaking and controlling the called subscriber and the opposite terminal subscriber to be capable of listening and speaking, so that the effect that the telephone operator monitors the call of the intra-group subscribers can be realized.
Description
Technical field
The present invention relates to the communications field, be specifically related to the mthods, systems and devices of user's communication in a kind of operator monitoring crowd.
Background technology
The Centrex business can be divided into an elemental user crowd with certain customers on the switch of telephone office or telecommunications company, the various functions of user's private branch exchange system are provided to this customer group.But in this customer group, there is not actual private branch exchange system; The professional needed all hardware of Centrex is all in the switch of telephone office or telecommunications company; Internal, the external exchange of user concentrates in the switch of telephone office or telecommunications company, so Centrex also is called as centrex.The professional networking flexibility of Centrex, and can increase easily or the minimizing capacity.In group users such as industrial enterprise, universities and colleges, government bodies, group company, hotel, hospital, financial institution, be used widely.
Adopt the corresponding number of exchange of the professional group user of Centrex to be called major number (Main Number), also be general number.The Centrex business comprises extension set business and central office service, and central office service comprises incoming call flow process and exhalation flow process.Said incoming call flow process, promptly the inside and outside user of crowd dials general number, triggers central office service, and is professional according to one of them operator of certain policy selection calling, after the operator answers, professional with calling subscriber and the conversation of operator's bridge joint.Said exhalation flow process, promptly the operator breathes out, and triggers central office service; Professional first call operator behind operator's off-hook, is called out the called subscriber again; Called subscriber's caller identification number is a general number, and is behind called subscriber's off-hook, professional with operator and the conversation of called subscriber's bridge joint.
The user can be legacy user such as PSTN (Public Switched Telephone Network in the crowd; PSTN), global system for mobile communications (Global System for Mobile Communications; GSM) or code division multiple access (Code Division Multiple Access; CDMA) user; Also can be software terminal, integrated access equipment (Integrated Access Device, IAD), procotol (Internet Protocol, IP) novel user such as phone and video terminal.
With reference to figure 1; The professional system of realization Centrex shown in Figure 1 comprises: operator's World Wide Web (WEB) interface, central office service WEB server (Web Server; WS), Centrex service application service device (Application Server; AS), Media Resource Server (Media Resource Server, MRS) and user terminal (User Equipment, UE).System shown in Figure 1 has click to dial (Click To Dial, CTD) function of business.Hidden among Fig. 1 IP Multimedia System (IP Multimedia Subsystem, IMS) or next-generation communication network (Next Generation Network, topological structure NGN).When concrete the realization, AS, MRS and UE insert in IMS or the NGN network.
Introduce the function that realizes each several part in the professional system of Centrex below.
Operator WEB interface is the device that offers the operator, be used to make a call etc. call out control, can for personal computer (Personal Computer, PC), 3G (Third Generation) Moblie technology (3rd-Generation, 3G) terminal etc.
WS is used to provide central office service to call out HTTP, and (HyperText Transfer Protocol, HTTP) service function is like user's login, the conversation number functions such as control and information display interface of filling in, converse.
AS is used to provide bottom central office service function, as: call out functions such as control, state reporting, ticket generation.
MRS is used to provide voice medium, can for media server (Media Server, MS).
UE is used to carry out crowd interior user's conversation, and concrete physical equipment can be: landline telephone, mobile phone or video terminal etc.
Introduce to realize in the professional system of Centrex employed agreement between the each several part below.
Be the HTTP service call between operator WEB interface and the WS, use HTTP.
For the service communication among unit, adopt application layer protocol between WS and the AS, this application layer protocol can according to concrete needs use extend markup language (Extensible Markup Language, XML); If do not adopt application layer protocol, can self-defined transmission control protocol (Transmission Control Protocol, TCP) message body.
Carry out call conversation through the media negotiation agreement between AS and MRS or the UE; Use conversation initialized protocol (Session Initiation Protocol through IMS or NGN between AS and the UE; SIP) intercommunication; Common use SIP or MGCP between AS and the MRS (Media Gateway Control Protocol, MGCP), the protocol type that employed agreement depends on MRS usually to be supported.
Between UE and the MRS when calling out the code/decode format of medium bag, transmitting-receiving port, bandwidth for transmission speed etc. carry out media negotiation, accomplish the transmission of Media Stream.
Introduce user's in the operator call crowd flow process below.In this example, user A in the operator call crowd.
Step 1, the operator logins operator WEB interface, and click-to-dial behind the input major number sends call request.The telephone terminal that uses for the operator is the situation (for example, telephone terminal is the ActiveX control that is embedded in the operator WEB interface) of software terminal, after then the operator logins operator WEB interface, can inquire about general number.It is thus clear that the traffic personnel can select general number and need not import general number.
Step 2, AS receives call request, sends the response that accepts request, the real-time display reminding information in operator WEB interface: in the call treatment to WS.
Step 3, the AS call operator.
Step 4, AS reports operator's response to WS, and WS control operator WEB interface display information is like ring, not online, busy, off-hook etc.If exchange is off-hook not, then get into step 5; If the exchange off-hook then gets into step 6.
Step 5, WS control operator WEB interface display information: the operator is off-hook, call failure, flow process end etc. not.
The telephone number of user A in the step 6, AS call group.
Step 7, AS is to the response of WS report of user A, and the real-time display reminding information of WS control operator's WEB interface subfield is like ring, not online, busy, off-hook etc.If the Temporary Response of user A is ring, then get into step 8; If the Temporary Response of user A is no ring, then get into step 9.
Step 8, AS gives operator's playing RBT, carries brief service informing information in the tinkle of bells.
Step 9, the final response of judges A if the final response of user A is off-hook, gets into step 10; If the final response of user A is off-hook not, then get into step 12; If the final response of user A then gets into step 14 for busy.
Step 10, AS stops the playing RBT to the operator.
Step 11, AS is with operator and user A bridge joint, and both sides can converse, and flow process finishes.
Step 12, WS control WEB shows the failure information: called not off-hook, call failure.
Step 13, AS plays the failure prompt tone to the operator: called not off-hook, call failure.This flow process finishes.
Step 14, WS control WEB shows the failure information: Called Busy, call failure.
Step 15, AS plays the failure prompt tone to the operator: Called Busy, call failure.This flow process finishes.
Need to prove; The state of operator WEB interface display current talking; As: the telephone number of both call sides and name; Call state (as: called terminal ringing, called party answer, Called Onhook etc.), the head portrait that calling or outgoing information (as: calling out the moment, the duration of call, numbers of calling and called parties etc.) and both sides use etc.
As stated, in the prior art, if the user converses in the crowd, the operator can't relate to user in this crowd, also can't know user's in this group dialog context.
Summary of the invention
In view of this, main purpose of the present invention is to provide the mthods, systems and devices of user's communication in a kind of operator monitoring crowd, makes the operator can monitor crowd interior user's conversation.
For achieving the above object, technical scheme of the present invention is achieved in that
The method of user's communication in a kind of operator monitoring crowd, this method comprises:
Send call operator and called subscriber's call request;
When said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
According to said monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.
The said method of monitoring call request of sending is:
In the time of setting, send the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current flow process.
Said operator, called subscriber and the process that end subscriber is added Multi-Party Conference conversed thereof are comprised:
Application Multi-Party Conference resource;
Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference; When the operator was added Multi-Party Conference, the control operator listened only and can not say.
Said control operator listens in the time of can not saying only, also controls the called subscriber and it both can have been listened also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
With said operator, called subscriber and conversing end subscriber is added before the Multi-Party Conference thereof, this method also comprises: confirm that said called subscriber satisfies the condition of monitoring conversation, the step that gets into said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
The system of user's communication in a kind of operator monitoring crowd, this system comprises:
Operator WEB World Wide Web interface is used to send call operator and called subscriber's call request;
Central office service WEB server WS, be used for when said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
Centrex service application service device AS is used for according to said monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.
Said WS is used in the time of setting, sending the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current operation.
Said AS is used to apply for the Multi-Party Conference resource; Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference;
When the operator was added Multi-Party Conference, the control operator listened only and can not say, made called subscriber and its to the existence of end subscriber perception less than the operator.
The control operator listens in the time of can not saying only, and said AS also is used to control the called subscriber and it both can have been listened also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
Said AS is used to also judge whether said called subscriber satisfies the condition of monitoring conversation, if satisfy the condition of monitoring conversation, carries out the operation of said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
Said system also comprises Media Resource Server, is used to provide the Multi-Party Conference resource.
The device of user's communication is arranged in the central office service WEB server in a kind of operator monitoring crowd, and said device comprises: request transport module and monitoring conversation control module; Wherein,
The described request transport module, the various request message transmission that are used for operator WEB interface is sended over are given AS;
Said monitoring conversation control module is used for the state reporting message and the request response that send over according to AS, and whether control operator WEB sends the monitoring call request in the interface.
Said central office service WEB server also comprises: display control module is used to control state reporting message and the request response that operator WEB interface shows that in real time AS sends over.
The device of user's communication is arranged in the Centrex service application service device in a kind of operator monitoring crowd, and said device comprises: monitor module and audio mixing control module; Wherein,
Said monitoring module is used for after receiving the monitoring call request that WS transmits, and judges whether said called subscriber satisfies the condition of monitoring conversation; If satisfy the condition of monitoring conversation; Send the request of application Multi-Party Conference resource to Media Resource Server MRS; Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference, and send corresponding audio mixing instruction to the audio mixing control module;
Said audio mixing control module is used for carrying out audio mixing according to the audio mixing commands for controlling MRS that receives to operator, called subscriber with to end subscriber.
Said Centrex service application service device also comprises: the request respond module is used in real time reporting to WS the response of each solicited message that AS transmits WS.
Said Centrex service application service device also comprises: the state reporting module is used in real time sending operator that AS receives and called subscriber's call state to WS.
Said audio mixing control module is used to control the operator and listens only and can not say when carrying out said audio mixing, and control called subscriber and both can listen also and can say end subscriber.
The technology of user's communication in the operator monitoring crowd of the present invention when busy, is sent the monitoring call request in said operator's off-hook and called subscriber's final response; According to monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference; Can also control the operator and listen only and can not say, and control called subscriber and both can listen also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
Description of drawings
Fig. 1 is the professional system diagram of realization Centrex of prior art;
Fig. 2 is the structural representation of the central office service WEB server of the embodiment of the invention;
Fig. 3 is the structural representation of the Centrex service application service device of the embodiment of the invention;
Fig. 4 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention one;
Fig. 5 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention two;
Fig. 6 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention three;
Fig. 7 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention four.
Embodiment
When practical application, can monitor user's in the crowd with other user's communications conversation in order to make the operator, can operate as follows:
Send call operator and called subscriber's call request;
When said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
According to monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference; Can also control the operator and listen only and can not say, and called subscriber and its both can listen also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
Preferable, with said operator, called subscriber and conversing end subscriber is added before the Multi-Party Conference thereof, all right: as to confirm that said called subscriber satisfies the condition of monitoring conversation, the step that gets into said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
Preferable, the said monitoring call request of sending is specially: in the time of setting, send the monitoring call request, if in the time of setting, do not send the monitoring call request, finish current flow process.
Preferable, said operator, called subscriber and the process that end subscriber is added Multi-Party Conference conversed thereof are comprised:
Application Multi-Party Conference resource;
Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference.When the operator is added Multi-Party Conference, can control the operator and listen only and can not say, make called subscriber and its to the existence of end subscriber perception less than the operator.
Can also the provide support system that in central office service, realizes the operator monitoring conversation of aforesaid operations, this system comprises:
Operator WEB interface is used to send call operator and called subscriber's call request;
Central office service WEB server, be used for when said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
Centrex service application service device is used for according to said monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.When the operator is added Multi-Party Conference, can control the operator and listen only and can not say, realize the effect of user's communication in the operator monitoring crowd.
Preferable, said AS is used to also judge whether said called subscriber satisfies the condition of monitoring conversation, if satisfy the condition of monitoring conversation, carries out the operation of said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
Preferable, said WS specifically is used in the time of setting, sending the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current operation.
Preferable, said AS specifically is used to apply for the Multi-Party Conference resource; Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference;
Said system also comprises Media Resource Server, is used to provide the Multi-Party Conference resource.
Need to prove that aforesaid central office service WEB server can comprise: request transport module and monitoring conversation control module; Wherein,
The described request transport module, the various request message transmission that are used for operator WEB interface is sended over are given AS;
Said monitoring conversation control module is used for the state reporting message and the request response that send over according to AS, and whether control operator WEB sends the monitoring call request in the interface.
Preferable, said central office service WEB server can also comprise: display control module is used to control state reporting message and the request response that operator WEB interface shows that in real time AS sends over.
In addition, aforesaid Centrex service application service device can comprise: monitor module and audio mixing control module; Wherein,
Said monitoring module is used for after receiving the monitoring call request that WS transmits, and judges that whether said called subscriber satisfies the condition of monitoring conversation, if do not satisfy the condition of monitoring conversation, returns the response of monitoring the call request failure; If satisfy to monitor the condition of conversation, the request of sending application Multi-Party Conference resource to MRS, respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference, and send corresponding audio mixing instruction to the audio mixing control module;
Said audio mixing control module is used for carrying out audio mixing according to the instruction of the audio mixing that receives and presupposed information control MRS to operator, called subscriber with to end subscriber, promptly controls the operator and listens only and can not say, controls the called subscriber and both can listen also and can say end subscriber.
Preferable, said Centrex service application service device can also comprise: the request respond module is used in real time reporting to WS the response of each solicited message that AS transmits WS;
And said Centrex service application service device can also comprise: the state reporting module is used in real time sending operator that AS receives and called subscriber's call state to WS.
In an embodiment of the present invention, realize that in central office service the system that operator monitoring is conversed comprises:
Operator WEB interface is used to send call operator and called subscriber's call request.
WS, be used for when said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request.
Said WS specifically is used in the time of setting, sending the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current operation.
AS; Be used for according to monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference, and the control operator listens only and can not say; Control called subscriber and both can listen also and can say end subscriber realizes the effect of user's communication in the operator monitoring crowd.
Said AS is used to also judge whether said called subscriber satisfies the condition of monitoring conversation, if satisfy the condition of monitoring conversation, carries out the operation of said adding Multi-Party Conference; If do not satisfy the condition of monitoring conversation, finish current operation.The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
Said AS specifically is used to apply for the Multi-Party Conference resource; Respectively with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.
This system also comprises MRS, is used to provide the Multi-Party Conference resource.
Referring to Fig. 2, central office service WEB server shown in Figure 2 comprises: request transport module and monitoring conversation control module; Wherein,
The described request transport module, the various request message transmission that are used for operator WEB interface is sended over are given AS.For example, will monitor call request and give AS through the TCP transmission of messages.
Said monitoring conversation control module is used for the state reporting message and the request response that send over according to AS, and whether control operator WEB sends the monitoring call request in the interface.
Concrete, monitor state reporting message and request response that the conversation control module sends over according to AS, relevant monitoring push-to-talk button is set to available or unavailable.When upstate, click this button, then send the monitoring call request.
Said central office service WEB server also comprises: display control module is used to control state reporting message and the request response that operator WEB interface shows that in real time AS sends over.
Concrete, display control module control operator WEB interface is presented at state reporting message in the corresponding display field in real time, handles medium as breathing out; Display control module control operator WEB interface is presented at request response in the dynamic scrolling bar in real time, as monitor call request handle in, monitor conversation success or failure etc.
Referring to Fig. 3, Centrex service application service device shown in Figure 3 comprises: monitor module and audio mixing control module; Wherein,
Said monitoring module; Be used for after receiving the monitoring call request that WS transmits, judge whether said called subscriber satisfies the condition of monitoring conversation, if do not satisfy the condition of monitoring conversation; The call request failure is monitored in response, can call the response that following request respond module is returned failure; If satisfy to monitor the condition of conversation, send the request of application Multi-Party Conference resource to MRS, respectively with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference, and send the audio mixing instruction to following audio mixing control module.
Said audio mixing control module; Be used for carrying out audio mixing to operator, called subscriber with to end subscriber, as controlling operator, called subscriber and can listening in MPTY or meeting end subscriber and can say, listen only and can not say etc. according to the instruction of the audio mixing that receives and presupposed information control MRS.
Said Centrex service application service device can also comprise: the request respond module, be used in real time reporting the response of each solicited message that AS transmits WS to WS, as monitor call request handle in, monitor conversation success or failure etc.
And said Centrex service application service device can also comprise the state reporting module, be used in real time sending the operator and called subscriber's call state that AS receives to WS, like ring, hurry, off-hook etc.
Referring to Fig. 4, Fig. 4 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention one, and this flow process may further comprise the steps:
Step 401 is sent call operator and called subscriber's call request.
Concrete, the operator logins operator WEB interface, input or select major number after click-to-dial, send call request.
Concrete, when said operator's off-hook and said called subscriber's final response when busy, the monitoring push-to-talk button at WS control operator WEB interface is available.Monitor push-to-talk button if operator's (like 10 seconds) in setting-up time clicks, send the monitoring call request; If the operator does not click control button in setting-up time, finish current flow process.
Step 403 judges that whether said called subscriber satisfies the condition of monitoring conversation, if satisfy the condition of monitoring conversation, get into said adding Multi-Party Conference step, be step 404; If do not satisfy the condition of monitoring conversation, finish current flow process;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-exchange end subscriber is conversed, and said called subscriber is crowd interior user.
Concrete, to MRS application Multi-Party Conference resource; Respectively with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference; And the control operator listens only and can not say, and control called subscriber and both can listen also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
Referring to Fig. 5, Fig. 5 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention two, and this flow process may further comprise the steps:
Step F 1, the operator logins operator WEB interface, click-to-dial behind input or the selection called subscriber A.
Step F 2, AS receives call request, sends the response that accepts request to WS, the real-time display reminding information in WS control operator WEB interface: in the call treatment.
Step F 3, the AS call operator.
Step F 4, AS reports operator's response to WS, and the real-time display reminding information in WS control operator WEB interface is like ring, not online, busy, off-hook etc.
Step J1, AS judge whether the final response of operator is off-hook, are off-hooks if the operator finally responds, then execution in step F6; If the final response of operator is not an off-hook, execution in step F5.
Step F 5, the final response of operator that WS reports according to AS are not that the state information control WEB of off-hook shows the failure information: the operator is off-hook not, call failure.This flow process finishes.
Step F 6, AS calls out called subscriber A.
Step F 7, AS reports the response of called subscriber A to WS, and the real-time display reminding information of WS control operator's WEB interface subfield is like ring, not online, busy, off-hook etc.
Step J2, AS judge whether the Temporary Response of called subscriber A is ring, if the Temporary Response of called subscriber A is ring, and execution in step F8; If the Temporary Response of called subscriber A is no ring, execution in step J3.
Step F 8, AS gives operator's playing RBT, carries brief service informing information, then execution in step J3.
Whether the final response that step J3, AS judge called subscriber A is off-hook not, if the final response of called subscriber A is off-hook not, execution in step J4; If the final response of called subscriber A is an off-hook, execution in step F11.
Step J4, AS judge whether the final response of called subscriber A is busy, if the final response of called subscriber A is for doing execution in step F13.If the final response of called subscriber A is not for being in a hurry execution in step F9.
Step F 9, WS is that the state information control WEB that is not in a hurry shows the failure information: called not off-hook, call failure according to the final response of the called subscriber A that AS reports.
Step F 10, AS plays the failure prompt tone to the operator: called not off-hook, call failure.This flow process finishes.
Step F 11, AS stops the playing RBT to the operator.
Step F 12, AS is with operator and called subscriber A bridge joint, and operator and called subscriber A get into both sides' conversation, and this flow process finishes.
Step F 13, the final response of the called subscriber A that WS reports according to AS becomes available for the control button at busy state information control operator WEB interface.
Step J5, WS judge the operator whether in setting-up time (like 10 seconds) click control button, if the operator clicks control button, execution in step F14 in setting-up time; If the operator does not click control button, execution in step F9 in setting-up time.
Step F 14, WS sends and monitors call request to AS.
Step J6, AS judges through the inquiry internal information whether called subscriber A satisfies the condition of monitoring conversation.If called subscriber A satisfies the condition of monitoring conversation, execution in step F16; If called subscriber A does not satisfy the condition of monitoring conversation, execution in step F15.Not satisfying the condition of being monitored comprises: called subscriber A be not in the crowd user, called subscriber A carrying out that two-way conversation (i.e. while and two user's communications), called subscriber A are conversing with other operators of exchange or called subscriber A in MPTY or meeting.
Step F 15, AS responds to WS and monitors call request: the called subscriber does not satisfy by the monitoring condition, snoop-operations failure, execution in step F9.
Step F 16, AS responds to WS and monitors call request: monitor the call request present.
Step F 17, AS is to MRS application Multi-Party Conference resource.
Step F 18, AS is adding in the Multi-Party Conference end subscriber B operator, called subscriber A and conversation thereof respectively.The control operator can not say and control called subscriber A and can say for both listening also end subscriber B for listening only, with realization operator monitoring called subscriber A with to the conversation of end subscriber B.
Step F 19, AS responds to WS and monitors call request: monitor successfully, flow process finishes.
By on can know, adopt technique scheme can make operator monitoring with the crowd of other user's communications in user's phone.
Referring to Fig. 6, Fig. 6 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention three; Wherein, the called subscriber is UE A, and UE A converses to end subscriber UE B with it; A is crowd interior user, and B is non-operator.In addition, in this example, AS carries media information in invitation (INVITE) request that the operator sends.Flow process shown in Figure 6 may further comprise the steps:
Step 601, WS makes a call and asks AS, wherein carries the call information that comprises operator's number and UE A number.
Step 602, AS returns call to WS: accept request, call out present.
Step 603, AS sends the INVITE request to the operator.
Step 604, operator's ring, the operator returns 180 ring Temporary Responses to AS, if will confirm whether 180 is reliable, AS can return Temporary Response to the operator and confirm (PRACK) provisional confirmation.The operator replys 200OK (PRACK) to AS, proves that then 180 is reliable.
Step 605, AS circulates a notice of state to WS: operator's ring.
Step 606, operator's off-hook, the operator replys 200OK (INVITE) response to AS, wherein carries media information.
Step 607, AS circulates a notice of state to WS: operator's off-hook.
Step 608, AS sends the INVITE request to UE A.
Step 609, UE A replys 486Busy to AS and finally responds.
Step 610, AS circulates a notice of state to WS: UE A is busy.
Step 611, AS sends to UE A and confirms (ACK) message.
Step 612, WS can use to the control button at state " UE A is busy " the control operator WEB interface of WS circular according to AS, clicks within a certain period of time and inserts this control button, and WS sends interception request to AS, wherein carries relevant information: the number of operator and UEA etc.
Step 613, AS returns call to WS: accept request, begin to handle and monitor.
Step 614, AS judges that through the inquiry internal information UE A satisfies the condition of monitoring conversation, and to MRS application Multi-Party Conference resource.AS sends INVITE to MRS, and carries operator's media information.The AS desire adds meeting with the operator.
Step 615, MRS returns the 200OK response to AS, wherein carries media information.
Step 616, AS sends ACK message to MRS.
Step 617, AS sends ACK message to the operator, wherein carries the media information of MRS.
Step 618, AS sends information (INFO) notification message to MRS, and control MRS carries out audio mixing to the operator: listen only and can not say.
Step 619, MRS returns 200OK (INFO) response to AS.
Step 620, AS returns call to WS: the operator adds the meeting success.
Step 621, AS sends to UE A and invites (REINVITE) message again.
Step 622, UE A returns the 200OK response to AS, wherein carries media information.
Step 623, AS sends INVITE to MRS, wherein carries the media information of UE A.
Step 624, MRS returns the 200OK response to AS, wherein carries media information.
Step 625, AS sends ACK message to MRS.
Step 626, AS sends ACK message to UE A, wherein carries the media information of MRS.
Step 627, AS sends the INFO notification message to MRS, and control MRS carries out audio mixing to UE A: can listen and can say.
Step 628, MRS returns 200OK (INFO) response to AS.
Step 629, AS returns call to WS: UEA adds the meeting success.
Step 630, AS sends REINVITE message to UE B.
Step 631, UE B returns the 200OK response to AS, wherein carries media information.
Step 632, AS sends INVITE to MRS, wherein carries the media information of UE B.
Step 633, MRS returns the 200OK response to AS, wherein carries media information.
Step 634, AS sends ACK message to MRS.
Step 635, AS sends ACK message to UE B, wherein carries the media information of MRS.
Step 636, AS sends the INFO notification message to MRS, and control MRS carries out audio mixing to UE B: can listen and can say.
Step 637, MRS returns 200OK (INFO) response to AS.
Step 638, AS returns call to WS: UE B adds the meeting success.
Step 639, AS returns call to WS: operator monitoring is conversed successfully.
Thus, the operator can with the UE A conversation of UE B conversation.
Referring to Fig. 7, Fig. 7 is the flow chart of in central office service, realizing the operator monitoring conversation of the embodiment of the invention four; Wherein, the called subscriber is UE A, and UE A with to end subscriber UE B converses; UEA is crowd interior user, and UE B is non-operator.In addition, in this example, AS does not carry media information in the INVITE request that the operator sends.Flow process shown in Figure 7 may further comprise the steps:
Step 701, WS makes a call and asks AS, wherein carries the call information that comprises operator's number and UE A number.
Step 702, AS returns call to WS: accept request, call out present.
Step 703, AS sends the INVITE request to the operator.
Step 704, operator's ring, the operator returns 180 ring Temporary Responses to AS, wherein carries media information.
Step 705, AS circulates a notice of state to WS: operator's ring.
Step 706, AS sends PRACK message to the operator, wherein carries the media information of AS.
Step 707, the operator returns 200OK (PRACK) response to AS.
Step 708, operator's off-hook, and to AS answer 200OK (INVITE) response.
Step 709, AS circulates a notice of state to WS: operator's off-hook.
Step 710, AS sends ACK message to the operator.
Step 711, AS sends the INVITE request to UE A.
Step 712, UE A replys the final response of 486 busy (Busy) to AS.
Step 713, AS circulates a notice of state to WS: UE A is busy.
Step 714, AS sends ACK message to UE A.
Step 715, the control button at WS control operator WEB interface can be used, and clicks within a certain period of time and inserts this control button; WS sends interception request to AS, carries relevant information: the number of operator and UEA etc.
Step 716, AS returns call to WS: accept request, begin to handle and monitor.
Step 717, AS judges that through the inquiry internal information UE A satisfies the condition of monitoring conversation, and to MRS application Multi-Party Conference resource.The AS desire adds Multi-Party Conference with the operator, and AS sends REINVITE message to the operator.
Step 718, the operator returns the 200OK response to AS, wherein carries media information.
Step 719, AS sends INVITE to MRS, wherein carries operator's media information.
Step 720, MRS returns the 200OK response to AS, wherein carries media information.
Step 721, AS sends ACK message to MRS.
Step 722, AS sends ACK message to the operator, wherein carries the media information of MRS.
Step 723, AS sends the INFO notification message to MRS, and control MRS carries out audio mixing to the operator: listen only and can not say.
Step 724, MRS returns 200OK (INFO) response to AS.
Step 725, AS returns call to WS: the operator adds the meeting success.
Step 726, AS sends REINVITE message to UE A.
Step 727, UE A returns the 200OK response to AS, wherein carries media information.
Step 728, AS sends INVITE to MRS, wherein carries the media information of UE A.
Step 729, MRS returns the 200OK response to AS, wherein carries media information.
Step 730, AS sends ACK message to MRS.
Step 731, AS sends ACK message to UE A, wherein carries the media information of MRS.
Step 732, AS sends the INFO notification message to MRS, and control MRS carries out audio mixing to UE A: can listen and can say.
Step 733, MRS returns 200OK (INFO) response to AS.
Step 734, AS returns call to WS: UEA adds the meeting success.
Step 735, AS sends REINVITE message to UE B.
Step 736, UE B returns the 200OK response to AS, wherein carries media information.
Step 737, AS sends INVITE to MRS, wherein carries the media information of UE B.
Step 738, MRS returns the 200OK response to AS, wherein carries media information.
Step 739, AS sends ACK message to MRS.
Step 740, AS sends ACK message to UE B, wherein carries the media information of MRS.
Step 741, AS sends the INFO notification message to MRS, and control MRS carries out audio mixing to UE B: can listen and can say.
Step 742, MRS returns 200OK (INFO) response to AS.
Step 743, AS returns call to WS: UE B adds the meeting success.
Step 744, AS returns call to WS: operator monitoring is conversed successfully.
Thus, the operator can with the UE A conversation of UE B conversation.
By on can know, no matter be method, system or device, the technology of user's communication in the operator monitoring crowd of the present invention when busy, is sent the monitoring call request in said operator's off-hook and called subscriber's final response; According to monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference; Can also control the operator and listen only and can not say, and control called subscriber and both can listen also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
The above is merely preferred embodiment of the present invention, is not to be used to limit protection scope of the present invention.
Claims (17)
1. the method for user's communication in the operator monitoring crowd is characterized in that this method comprises:
Send call operator and called subscriber's call request;
When said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
According to said monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.
2. method according to claim 1 is characterized in that, the said method of monitoring call request of sending is:
In the time of setting, send the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current flow process.
3. method according to claim 1 is characterized in that, said operator, called subscriber and the process that end subscriber is added Multi-Party Conference conversed thereof are comprised:
Application Multi-Party Conference resource;
Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference; When the operator was added Multi-Party Conference, the control operator listened only and can not say.
4. method according to claim 3 is characterized in that, said control operator listens in the time of can not saying only, also controls the called subscriber and it both can have been listened also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
5. according to each described method of claim 1 to 4; It is characterized in that; With said operator, called subscriber and conversing end subscriber is added before the Multi-Party Conference thereof; This method also comprises: confirm that said called subscriber satisfies the condition of monitoring conversation, the step that gets into said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
6. the system of user's communication in the operator monitoring crowd is characterized in that this system comprises:
Operator WEB World Wide Web interface is used to send call operator and called subscriber's call request;
Central office service WEB server WS, be used for when said operator's off-hook and said called subscriber's final response when busy, send the monitoring call request;
Centrex service application service device AS is used for according to said monitoring call request, with said operator, called subscriber and conversing end subscriber is added Multi-Party Conference.
7. system according to claim 6 is characterized in that, said WS is used in the time of setting, sending the monitoring call request; If in the time of setting, do not send the monitoring call request, finish current operation.
8. system according to claim 6 is characterized in that said AS is used to apply for the Multi-Party Conference resource; Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference;
When the operator was added Multi-Party Conference, the control operator listened only and can not say, made called subscriber and its to the existence of end subscriber perception less than the operator.
9. system according to claim 8 is characterized in that, the control operator listens in the time of can not saying only, and said AS also is used to control the called subscriber and it both can have been listened also and can say end subscriber, to realize the effect of user's communication in the operator monitoring crowd.
10. according to each described system of claim 6 to 9, it is characterized in that said AS is used to also judge whether said called subscriber satisfies the condition of monitoring conversation, if satisfy the condition of monitoring conversation, carries out the operation of said adding Multi-Party Conference;
The condition of said satisfied monitoring conversation is: said called subscriber only with non-operator end subscriber is conversed, and said called subscriber is crowd interior user.
11. system according to claim 6 is characterized in that, said system also comprises Media Resource Server, is used to provide the Multi-Party Conference resource.
12. the device of the interior user's communication of operator monitoring crowd is arranged in the central office service WEB server, it is characterized in that said device comprises: request transport module and monitoring conversation control module; Wherein,
The described request transport module, the various request message transmission that are used for operator WEB interface is sended over are given AS;
Said monitoring conversation control module is used for the state reporting message and the request response that send over according to AS, and whether control operator WEB sends the monitoring call request in the interface.
13. device according to claim 12 is characterized in that, said central office service WEB server also comprises: display control module is used to control state reporting message and the request response that operator WEB interface shows that in real time AS sends over.
14. the device of the interior user's communication of operator monitoring crowd is arranged in the Centrex service application service device, it is characterized in that said device comprises: monitor module and audio mixing control module; Wherein,
Said monitoring module is used for after receiving the monitoring call request that WS transmits, and judges whether said called subscriber satisfies the condition of monitoring conversation; If satisfy the condition of monitoring conversation; Send the request of application Multi-Party Conference resource to Media Resource Server MRS; Respectively with operator, called subscriber and conversing end subscriber is added Multi-Party Conference, and send corresponding audio mixing instruction to the audio mixing control module;
Said audio mixing control module is used for carrying out audio mixing according to the audio mixing commands for controlling MRS that receives to operator, called subscriber with to end subscriber.
15. device according to claim 14 is characterized in that, said Centrex service application service device also comprises: the request respond module is used in real time reporting to WS the response of each solicited message that AS transmits WS.
16. device according to claim 14 is characterized in that, said Centrex service application service device also comprises: the state reporting module is used in real time sending operator that AS receives and called subscriber's call state to WS.
17., it is characterized in that said audio mixing control module is used to control the operator and listens only and can not say according to each described device of claim 14 to 16 when carrying out said audio mixing, and control called subscriber and both can listen also and can say to end subscriber.
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| CN2011103202976A CN102387259A (en) | 2011-10-20 | 2011-10-20 | Method, system and device for monitoring call of intra-group subscribers by telephone operator |
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Application publication date: 20120321 |