CN103414835A - Method for achieving call center video seating through WebRTC technology - Google Patents

Method for achieving call center video seating through WebRTC technology Download PDF

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Publication number
CN103414835A
CN103414835A CN2013103180938A CN201310318093A CN103414835A CN 103414835 A CN103414835 A CN 103414835A CN 2013103180938 A CN2013103180938 A CN 2013103180938A CN 201310318093 A CN201310318093 A CN 201310318093A CN 103414835 A CN103414835 A CN 103414835A
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CN
China
Prior art keywords
video
browser
call center
banquet
mobile terminal
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
CN2013103180938A
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Chinese (zh)
Inventor
邓从健
宁学军
梁平
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PCI Suntek Technology Co Ltd
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PCI Suntek Technology Co Ltd
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Publication date
Application filed by PCI Suntek Technology Co Ltd filed Critical PCI Suntek Technology Co Ltd
Priority to CN2013103180938A priority Critical patent/CN103414835A/en
Publication of CN103414835A publication Critical patent/CN103414835A/en
Pending legal-status Critical Current

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Abstract

The invention provides a method for achieving call center video seating through the WebRTC technology. The method includes the steps of achieving the video seating method supporting a smart mobile terminal and application in a call center service by combining the WebRTC technology and the WebSocket technology. The method is characterized in that the WebSocket protocol is adopted to achieve dual-way real-time communication between a browser and a server, and the WebRTC technology is adopted to achieve audio and video collecting, coding, decoding, network transmission and displaying. The method is used for achieving the aim that the video call center seating supports the smart mobile terminal.

Description

A kind of WebRTC of use technology realizes the method that call center's video is attended a banquet
Technical field
The invention belongs to the telecommunication technology field, particularly a kind of video call center implementation method of attending a banquet, and the application of the method in call center's business.
Background technology
Along with 3G network improves and the maturation of IMS network, the mobile video call center becomes an important growth point of call center, it can provide high-quality real-time audio and video and integrated data service for the user in conjunction with the key technology of the Internet, audio frequency and video and call center.
The birth of video call center for some time.But existing product, its Client Solutions of attending a banquet are all to adopt special gentle words machine software to complete audio frequency and video to call out usually, call out control by SIP or H.323 agreement complete, the CTI function realizes by special OCX.Under this mode, client needs a plurality of modules of installation and deployment, maintainable poor.And basically can only on PC, use, can not support intelligent mobile terminal.
Summary of the invention
The objective of the invention is under the video call center scene, existing implementation can't be supported the intelligent mobile terminal problem, and a kind of solution based on the WebRTC technology is provided, and can well meet and support various intelligent mobile terminal requirements.
In order to realize goal of the invention, the technical scheme of employing is as follows:
A kind of WebRTC of use technology realizes the method that call center's video is attended a banquet, and its former reason, based on the container of the browser that adopts support WebRTC as the terminal of attending a banquet, realizes the method for supporting that the intelligent mobile terminal video is attended a banquet.
Audio frequency and video ability, its principle utilize the WebRTC technology on browser, to complete collection, encoding and decoding, Internet Transmission, the demonstration of audio frequency and video.The unsettled situation of movement-based Internet bandwidth, select VP8 as codec.And increase the video jitter buffer module, reduce the harmful effect brought due to video jitter and video information packet loss.Audio engine is supported iSAC and iLBC simultaneously.ISAC is for the broadband of VoIP and audio stream and ultra broadband audio codec, when bandwidth is high, can obtain the tonequality of high-fidelity.ILBC is the narrowband speech codec of VoIP audio stream, under limited bandwidth condition, also can obtain acceptable voice quality.
Call out and control, its principle is to utilize the WebSocket technology on browser, to realize the establishment of calling out, reply and discharge.WebSocket is the upper a kind of new communication protocol of HTML5, has realized browser and server full-duplex communication.Browser is attended a banquet after client terminal start-up, creates WebSocket and server and sets up two-way communication connection, and call information is carried on the Body territory by HTTP, and the form of information has the JSON formal definition.
The multimedia call ability, after calling out establishment, medium property transmits by WebSocket, after browser and media server carry out media capability negotiation, sets up media and connects, and completes audio frequency, video and IM and calls out.
CTI ability, its principle are also to utilize the WebSocket technology on browser, to realize the CTI business function.Browser is attended a banquet after client terminal start-up, creates WebSocket and cti server and sets up two-way communication connection, and call information is carried on the Body territory by HTTP, and the form of information has the JSON formal definition.
The accompanying drawing explanation
In order to be illustrated more clearly in the embodiment of the present invention or technical scheme of the prior art, below will the accompanying drawing of required use in embodiment or description of the Prior Art be briefly described, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skills, under the prerequisite of not paying creative work, can also obtain according to these accompanying drawings other accompanying drawing.
Figure of the present inventionly realizes by WebRTC the flow chart that call center's video is attended a banquet.
Embodiment
The enforcement scene of this patent is that attending a banquet by supporting the browser of WebRTC of use mobile intelligent terminal, sign in on cti server.The user makes a call and enters Call Center Platform, after the unified queuing of cti server, selects attending a banquet of a mobile terminal, and call diversion is attended a banquet to this, sets up video calling.
Implementing procedure is:
1. attending a banquet of mobile intelligent terminal signs in to cti server by browser, sets up two-way WebSocket and connects.Transfer Parameters: the job number of attending a banquet, extension number, password.Communications protocol: WebSocket, the browser of attending a banquet is client, cti server is service end.
2. the user makes a call and enters Call Center Platform, and Call Center Platform is unified after route that calling is transferred to mobile intelligent terminal and attended a banquet:
(1) SGW by the WebSocket passage set up before to the browser request of making a call;
(2) cti server also sends the user of incoming call notification event;
(3) after browser is received the incoming call event, call information bullet screen display is shown;
(4) after attending a banquet and determining, browser by the WebSocket passage to cti server;
(5) browser WebSocket passage SGW sends acknowledges requests, and consults media capability with SGW.
Communications protocol: WebSocket, the browser of attending a banquet is client, cti server and SGW are service ends.
3. media server sends to video flowing the media port of browser, and browser also sends to the video flowing collected the media of media server, and media call is set up.Communications protocol: RTP, attend a banquet browser and media server are reciprocity.
The above is only the specific embodiment of the present invention; it should be pointed out that for those skilled in the art, under the premise without departing from the principles of the invention; can also make some improvements and modifications, these improvements and modifications also should be considered as protection scope of the present invention.

Claims (5)

1. implementation method that call center's video is attended a banquet, is characterized in that adopting browser to complete and called out the communication of controlling with audio frequency and video, realizes supporting the video of the intelligent mobile terminal method of attending a banquet.
2. calling according to claim 1 is controlled, and it is characterized in that adopting the WebSocket agreement to realize the bidirectional real-time between browser and server.
3. the communication of audio frequency and video according to claim 1, is characterized in that the collection of adopting the WebRTC technology to complete audio frequency and video, encoding and decoding, Internet Transmission, demonstration.
4. support intelligent mobile terminal according to claim 1, is characterized in that adopting the browser of supporting WebRTC as the client container of attending a banquet, and the otherness between the masking operation system, solve the problem of supporting intelligent mobile terminal.
5. calling according to claim 2 is controlled, and its protection feature transmits call event and call request in the Body territory with utilizing HTTP, completes CTI and calls out the function problem of controlling.
CN2013103180938A 2013-07-24 2013-07-24 Method for achieving call center video seating through WebRTC technology Pending CN103414835A (en)

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CN104683402A (en) * 2013-11-29 2015-06-03 华为终端有限公司 Communication method and user equipment
CN104683743A (en) * 2013-11-29 2015-06-03 阿里巴巴集团控股有限公司 Remote monitoring method, signal acquisition equipment and remote monitoring equipment and system
WO2015085749A1 (en) * 2013-12-11 2015-06-18 中兴通讯股份有限公司 Government enterprise network communication device and communication method, and computer storage medium
CN105379194A (en) * 2014-04-28 2016-03-02 华为技术有限公司 Call message processing method and device
CN105530453A (en) * 2015-12-29 2016-04-27 苏州科达科技股份有限公司 Video data sending method and device and video data receiving method and device for WebRTC
WO2016107347A1 (en) * 2014-12-30 2016-07-07 华为技术有限公司 Data processing method and system based on web page real-time communication, gateway and terminals
CN106105321A (en) * 2014-03-14 2016-11-09 三星电子株式会社 IMS network is connected subscriber equipment to for method that real-time Communication for Power Network services by web browser
CN106133735A (en) * 2014-01-13 2016-11-16 诺基亚通信公司 The safety of IP Multimedia System (IMS) is accessed by web real-time Communication for Power (WebRTC)
CN106453324A (en) * 2016-10-17 2017-02-22 成都知道创宇信息技术有限公司 Method for preventing interruption of web call
CN106576185A (en) * 2014-08-25 2017-04-19 统有限责任两合公司 Method for controlling a multimedia application, software product and device
US9705993B1 (en) 2014-07-18 2017-07-11 Sprint Communications Company L.P. Information exchange between a directory assistance application server and a web-RTC engine
CN107241519A (en) * 2017-06-12 2017-10-10 刘志 A kind of audio call centered video householder method and system
WO2018014696A1 (en) * 2016-07-18 2018-01-25 杭州海康威视数字技术股份有限公司 Method and apparatus for sending and receiving voice of browser, and voice intercom system
CN107833064A (en) * 2017-12-15 2018-03-23 商客通尚景科技江苏有限公司 A kind of phone integrates cloud CRM system and method
CN108551563A (en) * 2018-03-13 2018-09-18 广州怡禄电讯科技有限公司 Video letters and calls implementation method based on mobile terminal
CN109067776A (en) * 2018-09-13 2018-12-21 统通信(苏州)有限公司 WEB terminal WebRTC voice communication method
CN109309802A (en) * 2017-07-27 2019-02-05 中兴通讯股份有限公司 Management method, server and the computer readable storage medium of video interactive
CN111263016A (en) * 2020-01-10 2020-06-09 深圳追一科技有限公司 Communication assistance method, communication assistance device, computer equipment and computer-readable storage medium
CN111356024A (en) * 2020-03-11 2020-06-30 厦门亿合恒拓信息科技有限公司 Online video communication method and storage medium for webpage end and wechat applet end
US11095691B2 (en) 2019-06-26 2021-08-17 Oracle International Corporation Methods, systems, and computer readable media for establishing a communication session between a public switched telephone network (PSTN) endpoint and a web real time communications (WebRTC) endpoint

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Cited By (29)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN104683402A (en) * 2013-11-29 2015-06-03 华为终端有限公司 Communication method and user equipment
CN104683743A (en) * 2013-11-29 2015-06-03 阿里巴巴集团控股有限公司 Remote monitoring method, signal acquisition equipment and remote monitoring equipment and system
CN104683402B (en) * 2013-11-29 2019-01-08 华为终端(东莞)有限公司 Communication means and user equipment
TWI651946B (en) * 2013-11-29 2019-02-21 阿里巴巴集團服務有限公司 Remote monitoring method, signal acquisition device, remote monitoring device and system
US10372119B2 (en) 2013-11-29 2019-08-06 Alibaba Group Holding Limited Method for remote monitoring, and system for signal capturing and remote monitoring
US9871929B2 (en) 2013-11-29 2018-01-16 Huawei Device (Dongguan) Co., Ltd. Communication method and user equipment
WO2015085749A1 (en) * 2013-12-11 2015-06-18 中兴通讯股份有限公司 Government enterprise network communication device and communication method, and computer storage medium
CN106133735B (en) * 2014-01-13 2019-06-04 诺基亚技术有限公司 For accessing the safety method and device of internet protocol multi-media sub-system
CN106133735A (en) * 2014-01-13 2016-11-16 诺基亚通信公司 The safety of IP Multimedia System (IMS) is accessed by web real-time Communication for Power (WebRTC)
US10652737B2 (en) 2014-03-14 2020-05-12 Samsung Electronics Co., Ltd. Method of connecting user equipment to IMS network through web browser for web real-time communication service
CN106105321B (en) * 2014-03-14 2020-01-24 三星电子株式会社 Method for connecting user equipment to IMS network through network browser for network real-time communication service
CN106105321A (en) * 2014-03-14 2016-11-09 三星电子株式会社 IMS network is connected subscriber equipment to for method that real-time Communication for Power Network services by web browser
CN105379194A (en) * 2014-04-28 2016-03-02 华为技术有限公司 Call message processing method and device
CN105379194B (en) * 2014-04-28 2020-02-14 华为技术有限公司 Method and device for processing call message
US9705993B1 (en) 2014-07-18 2017-07-11 Sprint Communications Company L.P. Information exchange between a directory assistance application server and a web-RTC engine
CN106576185A (en) * 2014-08-25 2017-04-19 统有限责任两合公司 Method for controlling a multimedia application, software product and device
WO2016107347A1 (en) * 2014-12-30 2016-07-07 华为技术有限公司 Data processing method and system based on web page real-time communication, gateway and terminals
CN105530453A (en) * 2015-12-29 2016-04-27 苏州科达科技股份有限公司 Video data sending method and device and video data receiving method and device for WebRTC
WO2018014696A1 (en) * 2016-07-18 2018-01-25 杭州海康威视数字技术股份有限公司 Method and apparatus for sending and receiving voice of browser, and voice intercom system
US10785375B2 (en) 2016-07-18 2020-09-22 Hangzhou Hikvision Digital Technology Co., Ltd. Method and apparatus for sending and receiving voice of browser, and voice intercom system
CN106453324A (en) * 2016-10-17 2017-02-22 成都知道创宇信息技术有限公司 Method for preventing interruption of web call
CN107241519A (en) * 2017-06-12 2017-10-10 刘志 A kind of audio call centered video householder method and system
CN109309802A (en) * 2017-07-27 2019-02-05 中兴通讯股份有限公司 Management method, server and the computer readable storage medium of video interactive
CN107833064A (en) * 2017-12-15 2018-03-23 商客通尚景科技江苏有限公司 A kind of phone integrates cloud CRM system and method
CN108551563A (en) * 2018-03-13 2018-09-18 广州怡禄电讯科技有限公司 Video letters and calls implementation method based on mobile terminal
CN109067776A (en) * 2018-09-13 2018-12-21 统通信(苏州)有限公司 WEB terminal WebRTC voice communication method
US11095691B2 (en) 2019-06-26 2021-08-17 Oracle International Corporation Methods, systems, and computer readable media for establishing a communication session between a public switched telephone network (PSTN) endpoint and a web real time communications (WebRTC) endpoint
CN111263016A (en) * 2020-01-10 2020-06-09 深圳追一科技有限公司 Communication assistance method, communication assistance device, computer equipment and computer-readable storage medium
CN111356024A (en) * 2020-03-11 2020-06-30 厦门亿合恒拓信息科技有限公司 Online video communication method and storage medium for webpage end and wechat applet end

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