CN103457981B - Call center's Operator Position System, implementation method and terminal - Google Patents
Call center's Operator Position System, implementation method and terminal Download PDFInfo
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- CN103457981B CN103457981B CN201210183023.1A CN201210183023A CN103457981B CN 103457981 B CN103457981 B CN 103457981B CN 201210183023 A CN201210183023 A CN 201210183023A CN 103457981 B CN103457981 B CN 103457981B
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Abstract
The invention discloses a kind of call center's Operator Position System, implementation method and terminals.The system includes：For establishing linking between virtual seat, interacting message is carried out by virtual seat and call platform for seat client；For managing one or more virtual seats, virtual seat is distributed for seat client for seat cloud front end；Virtual seat is converted and is forwarded for the message to seat client or call platform transmission.
Description
Technical field
The present invention relates to communication field, more particularly to a kind of call center's Operator Position System, implementation method and terminal.
Background technology
In the prior art, webpage seat in call center's mainly passes through two kinds of realization methods：
Mode 1：Seat webpage（WEB）Interface realizes that traffic control and event are received and dispatched using ACTIVEX control modes, so as to
Realize the function of seat, but this mode has very big limitation, it is necessary to based on window（WINDOWS）Operating system and Internet
Explorer browsers, to other operating systems（For example, LINUX, UNIX etc.）And browser（For example, FIREFOX, Google are clear
Look at device etc.）It cannot support, requirement of the user to multiple operating system and browser can not be met.
Mode 2：Seat client machine installation and operation background service, seat interface use hypertext transfer protocol
（HyperText Transfer Protocol, referred to as HTTP）Send a request message to background service, background service and calling
Platform carries out information exchange.Though this realization method solves across the Internet Explorer browsers of seat cross operating system
The problem of, but seat machine needs installation and operation background service, substantially belongs to a kind of Fat Client application, poor user experience.Separately
Outside, increasing with seat quantity, the installation and upgrade work of background service program will spend higher maintenance cost.
Therefore, it is badly in need of a kind of visitor that cross operating system is supported not need to installation background service across browsing and seat machine at present
Family end Operator Position System.
Invention content
The present invention provides a kind of call center's Operator Position System, implementation method and terminal, to solve to use in the prior art
ACTIVEX control modes realize that traffic control and the client Operator Position System of event transmitting-receiving do not support cross operating system browser-cross
The installation of poor user experience, background service program caused by operation and seat client machine installation and operation background service
With upgrade job maintenance cost it is high the problem of.
The present invention provides a kind of call center's Operator Position System, including：
Seat client for establishing linking between virtual seat, is disappeared by virtual seat with call platform
Breath interaction；
Seat cloud front end, the virtual seat of one or more on management position server, is distributed for seat client
Virtual seat；
Virtual seat is converted and is forwarded for the message to seat client or call platform transmission.
The present invention also provides a kind of call center's seat client realization method, including：
Establish linking between seat client and virtual seat；
Seat client carries out interacting message using link by virtual seat and call platform.
The present invention also provides a kind of call center's seat cloud front end implementation method, including：
The one or more virtual seats of seat cloud front end management, including：Distribution or recycling virtual seat；
Establish linking between seat client and virtual seat；
The message that virtual seat sends seat client or call platform is converted and is forwarded.Seat cloud front end management
One or more virtual seat call devices, virtual seat call device distribute virtual seat for seat client；
The present invention also provides a kind of implementation method of call platform, including：
The request message that call platform receiving position client is sent by virtual seat, and pass through virtual seat to seat
Client sends response message.
The present invention also provides a kind of seat client, including：
Module is established in link, for establishing linking between virtual seat；
Interactive module, for carrying out interacting message by virtual seat and call platform using link.
The present invention also provides a kind of seat cloud front end, including：
Management module, for managing one or more virtual seats, including：Distribution or recycling virtual seat；
Virtual seat links for establishing with seat client, to the message of seat client or call platform transmission
It is converted and is forwarded.
The present invention also provides a kind of call platform device, including：
Call platform for the request message that receiving position client is sent by virtual seat, and passes through virtual seat
Response message is sent to seat client.
The present invention has the beneficial effect that：
The technical solution of the embodiment of the present invention by the virtual seat of seat cloud front end set up seat and call platform it
Between traffic link, solve in the prior art using ACTIVEX control modes realize traffic control and event transmitting-receiving client
End Operator Position System does not support cross operating system to be brought across browse operation and seat client machine installation and operation background service
Poor user experience, background service program installation and upgrade maintenance it is of high cost the problem of, can cross operating system, across clear
Device of looking at operates, and seat client does not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, further improves
User experience is more convenient the realization and popularization of mobile seat, family's seat.
Description of the drawings
Fig. 1 is the structure diagram of call center's Operator Position System of the embodiment of the present invention；
Fig. 2 is the detailed construction schematic diagram of call center's webpage Operator Position System of the embodiment of the present invention；
Fig. 3 is the schematic diagram of each module interaction of call center's webpage Operator Position System of the embodiment of the present invention；
Fig. 4 is the schematic diagram of call center's webpage Operator Position System exhalation flow of the embodiment of the present invention；
Fig. 5 is the detail flowchart of call center's webpage Operator Position System implementation method of the embodiment of the present invention；
Fig. 6 is the flow chart of call center's seat client realization method of the method for the present invention embodiment 1；
Fig. 7 is the flow chart of the call center seat cloud front end implementation method of the method for the present invention embodiment 2；
Fig. 8 is the flow chart of the implementation method of the call platform of the method for the present invention embodiment 3；
Fig. 9 is the structure diagram of the seat client of apparatus of the present invention embodiment 1；
Figure 10 is the structure diagram of the seat cloud front end of apparatus of the present invention embodiment 2；
Figure 11 is the structure diagram of the call platform of apparatus of the present invention embodiment 3.
Specific embodiment
In order to solve to realize client's end seat of traffic control and event transmitting-receiving using ACTIVEX control modes in the prior art
Seat system does not support cross operating system to be used across caused by browse operation and seat client machine installation and operation background service
The problem of poor, background service program installation and upgrade maintenance is of high cost, is experienced at family, and the present invention provides in a kind of calling
Heart Operator Position System, implementation method and terminal, below in conjunction with attached drawing and embodiment, the present invention will be described in further detail.
It should be appreciated that the specific embodiments described herein are merely illustrative of the present invention, the present invention is not limited.
System embodiment
According to an embodiment of the invention, a kind of call center's Operator Position System is provided, Fig. 1 is the calling of the embodiment of the present invention
The structure diagram of center Operator Position System, as shown in Figure 1, call center's Operator Position System according to embodiments of the present invention includes：Seat
Seat client 10, seat cloud front end 12 and virtual seat 14, below carry out in detail the modules of the embodiment of the present invention
Explanation.
Seat client 10 for establishing linking between virtual seat, passes through virtual seat and seat using link
The call platform of server carries out interacting message；
Preferably, seat client 10 can be webpage seat client；The call platform of seat call device can also wrap
Include the web page server for providing seat web interface to webpage seat client.Webpage seat client is by accessing webpage
Server obtains seat web interface, and establishes linking between seat web interface and virtual seat.
Specifically, seat client 10 needs to access the web page server of call platform, and obtain seat web interface, builds
Length between stand seat web interface and virtual seat links, and connected seat cloud front end using long-chain disappears with call platform
Breath interaction；
In practical applications, seat client 10 runs seat web interface module, and the seat web interface module is main
For providing the seat web interface of human-computer interaction, seat client 10 is real using webpage client Integration ofTechnology FLASH plug-in units
Now supply the graphical interfaces of user's operation.
Specifically, above-mentioned long link can be that HTTP long is linked；It is establishing between seat web interface and virtual seat
When HTTP long is linked, seat client 10 needs to send HTTP connection requests, receiving position cloud front end 12 to seat cloud front end 12
The HTTP connection responses of feedback, and according to HTTP connection responses, seat web interface and virtual seat are established using FLASH plug-in units
Between HTTP long link.
In practical applications, seat client 10 can call local money by seat web interface using FLASH plug-in units
Source, wherein, local resource includes at least one of：Local file, camera, sound card.Flat with calling by virtual seat
After platform establishes traffic link, it can carry out interacting message by virtual seat using FLASH agreements and call platform, realize seat
The media functions such as seat phonetic function.
For managing one or more virtual seats, virtual seat is distributed for seat client for seat cloud front end 12；Specifically
Ground, seat cloud front end 12 are also used for for managing one or more virtual seat call devices on management position server
One or more virtual seats distribute virtual seat for seat client.
Virtual seat 14 is converted and is forwarded for the message to seat client or call platform transmission.
Seat call device is additionally operable to the distribution of cooperation seat cloud front end or recycles virtual seat.
Preferably, when seat client 10 is webpage seat client, seat cloud front end 12 can pass through virtual seat
It is established the link with the seat web interface of seat client.
Specifically, seat cloud front end 12 can distribute virtual seat by virtual seat call device for seat client, build
Length between the seat web interface of stand seat client and virtual seat links, by virtual seat to seat client or seat
The message that the call platform of seat server is sent accordingly is converted, and transformed message is forwarded to exhaling for seat call device
It is platform or is switched through by long-chain and be dealt into seat client；Above-mentioned long link can be that HTTP long is linked.
Seat cloud front end 12 mainly comprising multiple virtual seat call devices, is each deployed with multiple on virtual seat call device
Virtual seat.Seat cloud front end 12 mainly provides virtual seat cloud service, for the HTTP request for sending out seat web interface
Some specific virtual seat that message is transmitted on virtual seat call device.Wherein, virtual seat call device is mainly as virtual
The place body of seat module operation, for disposing multiple virtual seats.Virtual seat call device is under the control of seat cloud front end 12
It can dynamic creation, the empty seat seat call of recycling.Virtual seat mainly realizes the functions such as seat traffic, voice, state control, a side
The request message that seat web interface is sent is analyzed and is recombinated message and carries out protocol conversion by the virtual seat in face, will handle
Message afterwards is sent to call platform；On the other hand, virtual seat receives call platform message, and seat is sent to after parsing and encapsulation
Seat web interface.
In practical application, when establishing the HTTP long between seat web interface and virtual seat and linking, seat cloud front end
The HTTP connection requests that 12 receiving position clients 10 are sent search idle virtual seat from virtual seat call device, will
The HTTP connection requests that seat client 10 is sent are transmitted to the virtual seat found, and virtual seat is sent to seat client
HTTP connection responses.Seat cloud front end 12 controls virtual seat call device in the case of the super virtual seat for finding the free time
It creates and enables a new virtual seat.
Seat call device includes call platform, and call platform is asked for receiving position client by what virtual seat was sent
Message is sought, and response message is sent to seat client by virtual seat.
Preferably, the call platform of seat call device further includes web page server, and web page server is used for as seat client
End provides seat web application.
When seat client 10 is webpage seat client, call platform is sent out by virtual seat to seat web interface
Send response message.
Specifically, the call platform in seat call device passes through seat cloud front end for receiving and processing seat web interface
Virtual seat send request message, and pass through virtual seat to seat web interface send response message；It is deployed with seat
The web page server of web application is used to render seat web interface for seat client, and provide seat web application.
Preferably, call platform module is mainly used for providing telephony access control, seat queuing routing, traffic control, matchmaker
The functions such as body processing.In practical applications, call platform includes automatic calling distributing equipment（Automatic Call
Distribution, referred to as ACD）Queue machine module, computer telecommunication integrate（Computer Telephony
Integration, referred to as CTI）Module, interactive voice response（Interactive Voice Response, referred to as
IVR）Module, interactive video and voice answer-back（Interactive Voice and Video Response, referred to as
IVVR）Module etc..
Web page server is mainly used for providing webpage seat most basic web service, for example, access database server,
With third-party application system interaction etc..
Below in conjunction with attached drawing, by taking call center's webpage Operator Position System as an example, to the above-mentioned technical proposal of the embodiment of the present invention
It is described in detail.
Fig. 2 is the detailed construction schematic diagram of call center's webpage Operator Position System of the embodiment of the present invention, as shown in Fig. 2, root
Include according to call center's webpage Operator Position System of the embodiment of the present invention：
Seat web interface 21 is mainly realized using webpage client technology（For example, text mark up language（Hypertext
Markup Language, referred to as HTML）+JavaScript）The web interface of good in interactive function.Seat web interface 21
Flash plug-in units need to be integrated, one side seat web interface 21 realizes that local resource calls by Flash plug-in units（For example, local text
Part operation, camera manipulation etc.）, another aspect seat web interface 21 and virtual seat 24 by Flash plug-in units complete voice,
The function treatments such as traffic, state control.Major browsers support Flash plug-in units, therefore the webpage of the embodiment of the present invention at present
Operator Position System meets requirement of the user to multiple operating system and browser.
The cloud service that seat cloud front end 22 is realized using cloud computing technology, the virtual seat call device of more of On-premise
23, virtual seat call on the one hand is provided to external interface, is responsible for the HTTP request message for sending seat web interface 21 and turns
It issues specific virtual seat 24 to be handled, on the other hand virtual seat 24 is managed, for example, dynamic creation and deactivating
Virtual seat call.
Virtual seat call device 23 is used to issue, run multiple virtual seats 24.
Virtual seat 24 completes the functions such as seat media handling, Traffic handling, state control.24 receiving position of virtual seat
After the HTTP request message that web interface 21 is sent, message parsing is first carried out, recombination envelope is then carried out to message with internal agreement
Dress, and it is transmitted to call platform 25.Meanwhile 25 response message of call platform is reverse transformed into HTTP message and returns to seat net
Page boundary face 21.In addition, when virtual seat 24 and seat web interface 21 establish media link, assisted between the two by Flash
View completes the media functions such as speech processes.
Call platform 25 mainly realizes that phone incoming call exhalation, seat are lined up the media handlings functions such as routing, video.Calling is flat
Platform 25 has the basic function identical with the call platform of existing Operator Position System.
Web page server 26 is primary to be used to issue, run webpage seat application.What receiving position web interface 21 was sent
HTTP request, and message returns to seat web interface 21 by treated.
Fig. 3 is the schematic diagram of each module interaction of call center's webpage Operator Position System of the embodiment of the present invention, as shown in figure 3,
Modules and its submodule message flow specifically include：
Step 301, seat user of service operates seat web interface in a browser, and seat web interface passes through Flash
Plug-in unit sends HTTP request to seat cloud front end, while receives the http response message that virtual seat is initiated.
Step 302, after idle virtual seat is found in seat cloud front end from virtual seat call device, if without the free time
Virtual seat then creates and enables a virtual seat, while the request that seat Webpage is sent is transmitted to this virtual seat
After seat processing, seat web interface maintains communication information by establishing HTTP long connections between Flash plug-in units and virtual seat.It is empty
Intend the request message of seat analysis and the Webpage transmission of recombination seat and carry out protocol conversion, message is sent to by treated
Call platform, while the message of call platform is responded, rear seat net is transmitted to by HTTP after progress protocol conversion and message recombination
Page boundary face.In addition, after seat web interface establishes traffic link with call platform, pass through Flash agreements（For example, Route Selection
Table maintenance protocol（Routing Table Maintenance Protocol, referred to as RTMP））It carries out interacting message and completes seat
The processing of seat phonetic function.
Step 303, seat web interface handles seat local resource using Flash plug-in units, for example, operation sound card, upload
Recording file etc..
Step 304, seat web interface accesses the web page server of server-side by HTTP, and web page server performs data
Storage accesses the operations such as third party's interface, and implementing result is returned to seat web interface, seat webpage circle with HTTP message
Face carries out page rendering after receiving message.
Fig. 4 is the schematic diagram of call center's webpage Operator Position System exhalation flow of the embodiment of the present invention, as shown in figure 4, packet
It includes：
Step 401, operating personnel initiate call operation, seat in the exhalation interface of seat web interface to destination number
Web interface assembles HTTP message, and HTTP request is initiated to virtual seat by Flash plug-in units.
Step 402, above-mentioned HTTP request is passed through the virtual seat of response, weight after virtual seat parsing by seat cloud front end
New assembling message, and protocol translation is carried out, finally call request is sent out to call platform.
Step 403, after call platform receives call request, the calling to user is initiated.
Step 404, user is received after incoming ring receives calls and seat sets up call.
Fig. 5 is the detail flowchart of call center's webpage Operator Position System implementation method of the embodiment of the present invention, such as Fig. 5 institutes
Show, call center's webpage Operator Position System implementation method according to embodiments of the present invention includes following processing：
Step 501, seat client accesses the web page server of seat call device, and obtains seat web interface, utilizes
FLASH plug-in units establish the hypertext transfer protocol HTTP long between seat web interface and virtual seat by seat cloud front end
Link, and using HTTP long links HTTP request message is sent to virtual seat；
Specifically, in step 501, the super text between seat web interface and virtual seat is established by seat cloud front end
This transport protocol HTTP long links specifically include following processing：
1st, seat client sends HTTP connection requests to seat cloud front end；
2nd, the HTTP connection requests that seat cloud front end receiver seat client is sent are searched empty from virtual seat call device
The HTTP connection requests that seat client is sent, are transmitted to the virtual seat found by not busy virtual seat；It is found not super
In the case of idle virtual seat, the virtual seat call device of seat cloud front-end control creates and enables a new virtual seat
Seat.
3rd, virtual seat sends HTTP connection responses to seat client；
4th, the HTTP connection responses of seat client receiving position cloud front end feedback, and according to HTTP connection responses, utilize
The HTTP long that FLASH plug-in units are established between seat web interface and virtual seat is linked.
Step 502, HTTP request message is converted to the request message that call platform can identify by virtual seat, and should
Request message is sent to call platform；
Step 503, call platform receives and processes the request message that virtual seat is sent, and sends and respond to virtual seat
Message；
Step 504, virtual seat receives the response message that call platform is sent, and response message is converted to http response and is disappeared
Breath, and linked using HTTP long and http response message is sent to seat web interface；
Step 505, seat web interface receives and processes the http response message that virtual seat is sent.
The technical solution of the embodiment of the present invention is set up seat web interface by the virtual seat of seat cloud front end and is exhaled
The traffic link between platform is, solves and realizes that traffic control and event are received using ACTIVEX control modes in the prior art
The client Operator Position System of hair does not support cross operating system to be taken across browse operation and seat client machine installation and operation backstage
Poor user experience caused by business, background service program installation and upgrade maintenance it is of high cost the problem of, can be across operation
System, browser-cross operation, seat client do not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, into
One step improves user's good experience, is more convenient the realization and popularization of mobile seat, family's seat.
Embodiment of the method 1
According to an embodiment of the invention, a kind of call center's seat client realization method is provided, Fig. 6 is present invention side
The flow chart of call center's seat client realization method of method embodiment 1, as shown in fig. 6, according to embodiments of the present invention exhales
Center seat client realization method is made to include following processing：
Step 601, linking between seat client and virtual seat is established；Preferably, above-mentioned link can be long-chain
It connects.
Preferably, it when seat client is webpage seat client, is established between virtual seat in seat client
Link before, webpage seat client access seat call device web page server, obtain seat web interface.Seat client
Linking between seat web interface and virtual seat can be established.
In step 601, seat client can send connection request to virtual seat, receive the company of virtual seat feedback
Response is connect, and according to connection response, the length established between seat web interface and virtual seat links, and length link can be
HTTP long is linked.
In practical applications, seat client can utilize FLASH plug-in units, and seat webpage circle is established by seat cloud front end
HTTP long between face and virtual seat is linked.
Preferably, the hypertext transfer protocol between seat web interface and virtual seat is established by seat cloud front end
HTTP long links specifically include following processing：
Step 1, seat client send HTTP connection requests to seat cloud front end；
The HTTP connection requests that step 2, seat cloud front end receiver seat client are sent, are looked into from virtual seat call device
Idle virtual seat is looked for, the HTTP connection requests that seat client is sent are transmitted to the virtual seat found；Do not surpassing
In the case of finding idle virtual seat, seat cloud front-end control virtual seat call device creates and enables newly virtual
Seat.
The HTTP connection responses of step 3, seat client receiving position cloud front end feedback, and according to HTTP connection responses,
The HTTP long established between seat web interface and virtual seat using FLASH plug-in units is linked.
Step 602, seat client carries out message using link by the call platform of virtual seat and seat call device
Interaction.
Specifically, in practical applications, seat client can utilize HTTP long links to send HTTP to virtual seat and ask
Message is sought, so as to carry out interacting message by the call platform of seat cloud front end and seat call device.
In practical applications, seat client can also call local money by seat web interface using FLASH plug-in units
Source, wherein, local resource includes：Local file, camera, sound card；Pass through in virtual seat and calling in seat web interface
After the heart establishes traffic connection, seat cloud front end can carry out message friendship by virtual seat using FLASH agreements and call platform
Mutually, the media functions such as seat phonetic function are realized.
Below in conjunction with attached drawing, by taking call center's webpage Operator Position System as an example, to the above-mentioned technical proposal of the embodiment of the present invention
It is described in detail.
Fig. 2 is the detailed construction schematic diagram of call center's webpage Operator Position System of the embodiment of the present invention, as shown in Fig. 2, seat
Seat web interface 21 is mainly realized using webpage client technology（For example, text mark up language（Hypertext Markup
Language, referred to as HTML）+JavaScript）The web interface of good in interactive function.Seat web interface 21 need to integrate
Flash plug-in units, one side seat web interface 21 realize that local resource calls by Flash plug-in units（For example, local file is grasped
Work, camera manipulation etc.）, another aspect seat web interface 21 and virtual seat 24 pass through Flash plug-in units and complete voice, words
The function treatments such as business, state control.Major browsers support Flash plug-in units, therefore the webpage seat of the embodiment of the present invention at present
Seat system meets requirement of the user to multiple operating system and browser.
The cloud service that seat cloud front end 22 is realized using cloud computing technology, the virtual seat call device of more of On-premise
23, virtual seat call on the one hand is provided to external interface, is responsible for the HTTP request message for sending seat web interface 21 and turns
It issues specific virtual seat 24 to be handled, on the other hand virtual seat 24 is managed, for example, dynamic creation and deactivating
Virtual seat call.
Virtual seat call device 23 is used to issue, run multiple virtual seats 24.
Virtual seat 24 completes the functions such as seat media handling, Traffic handling, state control.24 receiving position of virtual seat
After the HTTP request message that web interface 21 is sent, message parsing is first carried out, recombination envelope is then carried out to message with internal agreement
Dress, and it is transmitted to call platform 25.Meanwhile 25 response message of call platform is reverse transformed into HTTP message and returns to seat net
Page boundary face 21.In addition, when virtual seat 24 and seat web interface 21 establish media link, assisted between the two by Flash
View completes the media functions such as speech processes.
Call platform 25 mainly realizes that phone incoming call exhalation, seat are lined up the media handlings functions such as routing, video.Calling is flat
Platform 25 has the basic function identical with the call platform of existing Operator Position System.
Web page server 26 is primary to be used to issue, run webpage seat application.What receiving position web interface 21 was sent
HTTP request, and message returns to seat web interface 21 by treated.
Fig. 3 is the schematic diagram of each module interaction of call center's webpage Operator Position System of the embodiment of the present invention, as shown in figure 3,
Modules and its submodule message flow specifically include：
Step 301, seat user of service operates seat web interface in a browser, and seat web interface passes through Flash
Plug-in unit sends HTTP request to seat cloud front end, while receives the http response message that virtual seat is initiated.
Step 302, after idle virtual seat is found in seat cloud front end from virtual seat call device, if without the free time
Virtual seat then creates and enables a virtual seat, while the request that seat Webpage is sent is transmitted to this virtual seat
After seat processing, seat web interface maintains communication information by establishing HTTP long connections between Flash plug-in units and virtual seat.It is empty
Intend the request message of seat analysis and the Webpage transmission of recombination seat and carry out protocol conversion, message is sent to by treated
Call platform, while the message of call platform is responded, rear seat net is transmitted to by HTTP after progress protocol conversion and message recombination
Page boundary face.In addition, after seat web interface establishes traffic link with call platform, pass through Flash agreements（For example, Route Selection
Table maintenance protocol（Routing Table Maintenance Protocol, referred to as RTMP））It carries out interacting message and completes seat
The processing of seat phonetic function.
Step 303, seat web interface handles seat local resource using Flash plug-in units, for example, operation sound card, upload
Recording file etc..
Step 304, seat web interface accesses the web page server of server-side by HTTP, and web page server performs data
Storage accesses the operations such as third party's interface, and implementing result is returned to seat web interface, seat webpage circle with HTTP message
Face carries out page rendering after receiving message.
Fig. 4 is the schematic diagram of call center's webpage Operator Position System exhalation flow of the embodiment of the present invention, as shown in figure 4, packet
It includes：
Step 401, operating personnel initiate call operation, seat in the exhalation interface of seat web interface to destination number
Web interface assembles HTTP message, and HTTP request is initiated to virtual seat by Flash plug-in units.
Step 402, above-mentioned HTTP request is passed through the virtual seat of response, weight after virtual seat parsing by seat cloud front end
New assembling message, and protocol translation is carried out, finally call request is sent out to call platform.
Step 403, after call platform receives call request, the calling to user is initiated.
Step 404, user is received after incoming ring receives calls and seat sets up call.
The technical solution of the embodiment of the present invention is set up seat web interface by the virtual seat of seat cloud front end and is exhaled
The traffic link between platform is, solves and realizes that traffic control and event are received using ACTIVEX control modes in the prior art
The client Operator Position System of hair does not support cross operating system to be taken across browse operation and seat client machine installation and operation backstage
Poor user experience caused by business, background service program installation and upgrade maintenance it is of high cost the problem of, can be across operation
System, browser-cross operation, seat client do not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, into
One step improves user's good experience, is more convenient the realization and popularization of mobile seat, family's seat.
Embodiment of the method 2
According to an embodiment of the invention, a kind of call center's seat cloud front end implementation method is provided, Fig. 7 is present invention side
The flow chart of the call center seat cloud front end implementation method of method embodiment 2, as shown in fig. 7, according to embodiments of the present invention exhales
Center seat cloud front end implementation method is made to include following processing：
Step 701, the one or more virtual seats of seat cloud front end management, including：Distribution or recycling virtual seat；It is excellent
Selection of land, in practical applications, seat cloud front end can manage one or more virtual seat call devices, the virtual seat call device
Virtual seat is distributed for seat client；
Specifically, the connection request that virtual seat call device receiving position client is sent searches idle virtual seat,
In the case where not finding idle virtual seat, virtual seat call device creates and enables a new virtual seat.
Step 702, linking between seat client and virtual seat is established, above-mentioned link can connect for long-chain；
In the case where seat client is webpage seat client, the seat web interface of seat client is established and void
Intend the link between seat.
Specifically, in a step 702, the connection request that agent client described in cloud front end receiver is sent is searched or is divided
With virtual seat, virtual seat is then forwarded a request to.
In practical applications, following processing is specifically included：
1st, before linking between seat client and virtual seat is established, seat cloud front end receiver seat client hair
The HTTP connection requests sent search idle virtual seat, the HTTP that seat client is sent from virtual seat call device
Connection request is transmitted to the virtual seat found；In the case of the super virtual seat for finding the free time, the control of seat cloud front end
Virtual seat call device is made to create and enable a new virtual seat.
2nd, the virtual seat of seat cloud front end to seat client send HTTP connection responses, establish seat web interface with
HTTP long links between virtual seat.
Step 703, the message that virtual seat sends the call platform of seat client or seat call device is converted
And it forwards；
That is, seat cloud front end sends the call platform of seat client or seat call device by virtual seat
Message accordingly converted, and transformed message is forwarded to the call platform of seat call device or hair is switched through by long-chain
To seat client.
Step 703 specifically includes following processing：
1st, the first protocol message that seat client is sent is converted into second protocol message by virtual seat, and second is assisted
View message is transmitted to the call platform of seat call device；
2nd, the second protocol message transformation that the call platform of seat call device is sent is the first protocol message by virtual seat,
And the first protocol message is transmitted to seat client.
In practical applications, following processing is specifically included：
1st, HTTP request message is converted to the request message that call platform can identify by virtual seat, and the request is disappeared
Breath is sent to call platform；
2nd, virtual seat receives the response message that call platform is sent, and response message is converted to http response message, and
It is linked using HTTP long and http response message is sent to seat web interface.
Below in conjunction with attached drawing, by taking call center's webpage Operator Position System as an example, to the above-mentioned technical proposal of the embodiment of the present invention
It is described in detail.
Fig. 2 is the detailed construction schematic diagram of call center's webpage Operator Position System of the embodiment of the present invention, as shown in Fig. 2, seat
Seat web interface 21 is mainly realized using webpage client technology（For example, text mark up language（Hypertext Markup
Language, referred to as HTML）+JavaScript）The web interface of good in interactive function.Seat web interface 21 need to integrate
Flash plug-in units, one side seat web interface 21 realize that local resource calls by Flash plug-in units（For example, local file is grasped
Work, camera manipulation etc.）, another aspect seat web interface 21 and virtual seat 24 pass through Flash plug-in units and complete voice, words
The function treatments such as business, state control.Major browsers support Flash plug-in units, therefore the webpage seat of the embodiment of the present invention at present
Seat system meets requirement of the user to multiple operating system and browser.
The cloud service that seat cloud front end 22 is realized using cloud computing technology, the virtual seat call device of more of On-premise
23, virtual seat call on the one hand is provided to external interface, is responsible for the HTTP request message for sending seat web interface 21 and turns
It issues specific virtual seat 24 to be handled, on the other hand virtual seat 24 is managed, for example, dynamic creation and deactivating
Virtual seat call.
Virtual seat call device 23 is used to issue, run multiple virtual seats 24.
Virtual seat 24 completes the functions such as seat media handling, Traffic handling, state control.24 receiving position of virtual seat
After the HTTP request message that web interface 21 is sent, message parsing is first carried out, recombination envelope is then carried out to message with internal agreement
Dress, and it is transmitted to call platform 25.Meanwhile 25 response message of call platform is reverse transformed into HTTP message and returns to seat net
Page boundary face 21.In addition, when virtual seat 24 and seat web interface 21 establish media link, assisted between the two by Flash
View completes the media functions such as speech processes.
Call platform 25 mainly realizes that phone incoming call exhalation, seat are lined up the media handlings functions such as routing, video.Calling is flat
Platform 25 has the basic function identical with the call platform of existing Operator Position System.
Web page server 26 is primary to be used to issue, run webpage seat application.What receiving position web interface 21 was sent
HTTP request, and message returns to seat web interface 21 by treated.
Fig. 3 is the schematic diagram of each module interaction of call center's webpage Operator Position System of the embodiment of the present invention, as shown in figure 3,
Modules and its submodule message flow specifically include：
Step 301, seat user of service operates seat web interface in a browser, and seat web interface passes through Flash
Plug-in unit sends HTTP request to seat cloud front end, while receives the http response message that virtual seat is initiated.
Step 302, after idle virtual seat is found in seat cloud front end from virtual seat call device, if without the free time
Virtual seat then creates and enables a virtual seat, while the request that seat Webpage is sent is transmitted to this virtual seat
After seat processing, seat web interface maintains communication information by establishing HTTP long connections between Flash plug-in units and virtual seat.It is empty
Intend the request message of seat analysis and the Webpage transmission of recombination seat and carry out protocol conversion, message is sent to by treated
Call platform, while the message of call platform is responded, rear seat net is transmitted to by HTTP after progress protocol conversion and message recombination
Page boundary face.In addition, after seat web interface establishes traffic link with call platform, pass through Flash agreements（For example, Route Selection
Table maintenance protocol（Routing Table Maintenance Protocol, referred to as RTMP））It carries out interacting message and completes seat
The processing of seat phonetic function.
Step 303, seat web interface handles seat local resource using Flash plug-in units, for example, operation sound card, upload
Recording file etc..
Step 304, seat web interface accesses the web page server of server-side by HTTP, and web page server performs data
Storage accesses the operations such as third party's interface, and implementing result is returned to seat web interface, seat webpage circle with HTTP message
Face carries out page rendering after receiving message.
Fig. 4 is the schematic diagram of call center's webpage Operator Position System exhalation flow of the embodiment of the present invention, as shown in figure 4, packet
It includes：
Step 401, operating personnel initiate call operation, seat in the exhalation interface of seat web interface to destination number
Web interface assembles HTTP message, and HTTP request is initiated to virtual seat by Flash plug-in units.
Step 402, above-mentioned HTTP request is passed through the virtual seat of response, weight after virtual seat parsing by seat cloud front end
New assembling message, and protocol translation is carried out, finally call request is sent out to call platform.
Step 403, after call platform receives call request, the calling to user is initiated.
Step 404, user is received after incoming ring receives calls and seat sets up call.
The technical solution of the embodiment of the present invention is set up seat web interface by the virtual seat of seat cloud front end and is exhaled
The traffic link between platform is, solves and realizes that traffic control and event are received using ACTIVEX control modes in the prior art
The client Operator Position System of hair does not support cross operating system to be taken across browse operation and seat client machine installation and operation backstage
Poor user experience caused by business, background service program installation and upgrade maintenance it is of high cost the problem of, can be across operation
System, browser-cross operation, seat client do not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, into
One step improves user's good experience, is more convenient the realization and popularization of mobile seat, family's seat.
Embodiment of the method 3
According to an embodiment of the invention, a kind of implementation method of call platform is provided, Fig. 8 is the method for the present invention embodiment
The flow chart of the implementation method of 3 call platform, as shown in figure 8, the implementation method of call platform according to embodiments of the present invention
Including handling as follows：
Step 801, the request message that the call platform receiving position client of seat call device is sent by virtual seat；
Step 802, the call platform of seat call device sends response message by virtual seat to seat client.
Preferably, following processing can also be included：The call platform of seat call device provides seat net for seat client
Page application；That is, call platform includes the web page server that seat web interface is provided to the seat client
That is, the call platform of seat call device is seat by being deployed with the web page server of seat web application
Client renders seat web interface, and provides seat web application；
Below in conjunction with attached drawing, by taking call center's webpage Operator Position System as an example, to the above-mentioned technical proposal of the embodiment of the present invention
It is described in detail.
Fig. 2 is the detailed construction schematic diagram of call center's webpage Operator Position System of the embodiment of the present invention, as shown in Fig. 2, seat
Seat web interface 21 is mainly realized using webpage client technology（For example, text mark up language（Hypertext Markup
Language, referred to as HTML）+JavaScript）The web interface of good in interactive function.Seat web interface 21 need to integrate
Flash plug-in units, one side seat web interface 21 realize that local resource calls by Flash plug-in units（For example, local file is grasped
Work, camera manipulation etc.）, another aspect seat web interface 21 and virtual seat 24 pass through Flash plug-in units and complete voice, words
The function treatments such as business, state control.Major browsers support Flash plug-in units, therefore the webpage seat of the embodiment of the present invention at present
Seat system meets requirement of the user to multiple operating system and browser.
The cloud service that seat cloud front end 22 is realized using cloud computing technology, the virtual seat call device of more of On-premise
23, virtual seat call on the one hand is provided to external interface, is responsible for the HTTP request message for sending seat web interface 21 and turns
It issues specific virtual seat 24 to be handled, on the other hand virtual seat 24 is managed, for example, dynamic creation and deactivating
Virtual seat call.
Virtual seat call device 23 is used to issue, run multiple virtual seats 24.
Virtual seat 24 completes the functions such as seat media handling, Traffic handling, state control.24 receiving position of virtual seat
After the HTTP request message that web interface 21 is sent, message parsing is first carried out, recombination envelope is then carried out to message with internal agreement
Dress, and it is transmitted to call platform 25.Meanwhile 25 response message of call platform is reverse transformed into HTTP message and returns to seat net
Page boundary face 21.In addition, when virtual seat 24 and seat web interface 21 establish media link, assisted between the two by Flash
View completes the media functions such as speech processes.
Call platform 25 mainly realizes that phone incoming call exhalation, seat are lined up the media handlings functions such as routing, video.Calling is flat
Platform 25 has the basic function identical with the call platform of existing Operator Position System.
Web page server 26 is primary to be used to issue, run webpage seat application.What receiving position web interface 21 was sent
HTTP request, and message returns to seat web interface 21 by treated.
Fig. 3 is the schematic diagram of each module interaction of call center's webpage Operator Position System of the embodiment of the present invention, as shown in figure 3,
Modules and its submodule message flow specifically include：
Step 301, seat user of service operates seat web interface in a browser, and seat web interface passes through Flash
Plug-in unit sends HTTP request to seat cloud front end, while receives the http response message that virtual seat is initiated.
Step 302, after idle virtual seat is found in seat cloud front end from virtual seat call device, if without the free time
Virtual seat then creates and enables a virtual seat, while the request that seat Webpage is sent is transmitted to this virtual seat
After seat processing, seat web interface maintains communication information by establishing HTTP long connections between Flash plug-in units and virtual seat.It is empty
Intend the request message of seat analysis and the Webpage transmission of recombination seat and carry out protocol conversion, message is sent to by treated
Call platform, while the message of call platform is responded, rear seat net is transmitted to by HTTP after progress protocol conversion and message recombination
Page boundary face.In addition, after seat web interface establishes traffic link with call platform, pass through Flash agreements（For example, Route Selection
Table maintenance protocol（Routing Table Maintenance Protocol, referred to as RTMP））It carries out interacting message and completes seat
The processing of seat phonetic function.
Step 303, seat web interface handles seat local resource using Flash plug-in units, for example, operation sound card, upload
Recording file etc..
Step 304, seat web interface accesses the web page server of server-side by HTTP, and web page server performs data
Storage accesses the operations such as third party's interface, and implementing result is returned to seat web interface, seat webpage circle with HTTP message
Face carries out page rendering after receiving message.
Fig. 4 is the schematic diagram of call center's webpage Operator Position System exhalation flow of the embodiment of the present invention, as shown in figure 4, packet
It includes：
Step 401, operating personnel initiate call operation, seat in the exhalation interface of seat web interface to destination number
Web interface assembles HTTP message, and HTTP request is initiated to virtual seat by Flash plug-in units.
Step 402, above-mentioned HTTP request is passed through the virtual seat of response, weight after virtual seat parsing by seat cloud front end
New assembling message, and protocol translation is carried out, finally call request is sent out to call platform.
Step 403, after call platform receives call request, the calling to user is initiated.
Step 404, user is received after incoming ring receives calls and seat sets up call.
The technical solution of the embodiment of the present invention is set up seat web interface by the virtual seat of seat cloud front end and is exhaled
The traffic link between platform is, solves and realizes that traffic control and event are received using ACTIVEX control modes in the prior art
The client Operator Position System of hair does not support cross operating system to be taken across browse operation and seat client machine installation and operation backstage
Poor user experience caused by business, background service program installation and upgrade maintenance it is of high cost the problem of, can be across operation
System, browser-cross operation, seat client do not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, into
One step improves user's good experience, is more convenient the realization and popularization of mobile seat, family's seat.
Device embodiment 1
According to an embodiment of the invention, a kind of seat client is provided, Fig. 9 is the seat of apparatus of the present invention embodiment 1
The structure diagram of client, as shown in figure 9, seat client according to embodiments of the present invention includes：Link establish module 92,
And interactive module 94, the modules of the embodiment of the present invention are described in detail below.
Module 92 is established in link, for establishing linking between virtual seat；
Preferably, module 92 is established in link can also establish linking between seat web interface and virtual seat；
Interactive module 94, for carrying out interacting message by virtual seat and call center using link.
The specific embodiment of the seat client of the embodiment of the present invention is referred to the corresponding description in embodiment of the method 1
Understood, details are not described herein.
Device embodiment 2
According to an embodiment of the invention, a kind of seat cloud front end is provided, Figure 10 is the seat of apparatus of the present invention embodiment 2
The structure diagram of cloud front end, as shown in Figure 10, seat cloud front end according to embodiments of the present invention include：Management module 100, with
And virtual seat 102, the modules of the embodiment of the present invention are described in detail below.
Management module 100, for managing one or more virtual seats, including：Distribution or recycling virtual seat；
Virtual seat 102 links for establishing with the seat client, to the seat client or call platform
The message of transmission is converted and is forwarded.Wherein, it is above-mentioned to be linked as long link；Above-mentioned seat client is webpage seat client
End, the virtual foundation of seat 102 are linked with the seat web interface of webpage seat client.
Specifically, the message that virtual seat 102 sends the call platform of seat client or seat call device carries out phase
It should convert, and transformed message is forwarded to the call platform of seat call device or is switched through by long-chain and is dealt into seat client
End.
The specific embodiment of the seat cloud front end of the embodiment of the present invention is referred to the corresponding description in embodiment of the method 2
Understood, details are not described herein.
Device embodiment 3
According to an embodiment of the invention, a kind of call platform device is provided, Figure 11 is exhaling for apparatus of the present invention embodiment 3
The structure diagram of stage apparatus is, as shown in figure 11, call platform device according to embodiments of the present invention includes：Call platform
110, the modules of the embodiment of the present invention are described in detail below.
Call platform 110 for the request message that receiving position client is sent by virtual seat, and passes through the void
Intend seat and send response message to the seat client.
Preferably, the call platform of the embodiment of the present invention further includes：Web page server 112 is deployed with seat webpage thereon
Using for providing seat web application for seat client；
The specific embodiment of the call platform of the embodiment of the present invention be referred in embodiment of the method 3 it is corresponding describe into
Row understands that details are not described herein.
The technical solution of the embodiment of the present invention is set up seat web interface by the virtual seat of seat cloud front end and is exhaled
The traffic link between platform is, solves and realizes that traffic control and event are received using ACTIVEX control modes in the prior art
The client Operator Position System of hair does not support cross operating system to be taken across browse operation and seat client machine installation and operation backstage
Poor user experience caused by business, background service program installation and upgrade maintenance it is of high cost the problem of, can be across operation
System, browser-cross operation, seat client do not need to installation background service, and upgrade maintenance is convenient, reduces maintenance cost, into
One step improves user's good experience, is more convenient the realization and popularization of mobile seat, family's seat.
Although for example purpose, the preferred embodiment of the present invention is had been disclosed for, those skilled in the art will recognize
Various improvement, increase and substitution are also possible, and therefore, the scope of the present invention should be not limited to the above embodiments.
Claims (19)
1. a kind of call center's Operator Position System, which is characterized in that including：
Seat client for establishing linking between virtual seat, is disappeared by the virtual seat with call platform
Breath interaction；
For managing one or more virtual seats, virtual seat is distributed for seat client for seat cloud front end；
Virtual seat is converted and is forwarded for the message to the seat client or call platform transmission.
2. system according to claim 1, which is characterized in that the seat client is webpage seat client；It is described
Call center's Operator Position System further includes the web page server for providing seat web interface to the webpage seat client.
3. the system as claimed in claim 1, which is characterized in that described to be linked as long link.
4. a kind of call center's seat client realization method, which is characterized in that including：
Establish linking between seat client and virtual seat；Wherein, it is the seat that the virtual seat, which is seat cloud front end,
The distribution of seat client；
The seat client carries out interacting message using the link by virtual seat and call platform.
5. method as claimed in claim 4, which is characterized in that the seat client is webpage seat client；
Before linking between the seat client and the virtual seat is established, the method further includes：
The webpage seat client accesses web page server, obtains seat web interface.
6. method as described in claim 4 or 5, which is characterized in that described to be linked as long link；
Linking between the seat client and the virtual seat is established to specifically include：
The seat client sends connection request to the virtual seat, receives the connection response of the virtual seat feedback,
And according to the connection response, the length established between the seat web interface and virtual seat links.
7. method as claimed in claim 5, which is characterized in that the method further includes：
The seat client calls local resource by the seat web interface, wherein, the local resource includes following
At least one：Local file, camera, sound card.
8. a kind of call center's seat cloud front end implementation method, which is characterized in that including：
The one or more virtual seats of seat cloud front end management, including：Virtual seat is distributed for seat client or recycling is empty
Intend seat；
Establish linking between the seat client and the virtual seat；
The message that the virtual seat sends the seat client or call platform is converted and is forwarded.
9. method as claimed in claim 8, which is characterized in that described to be linked as long link；
Linking between the seat client and the virtual seat is established to specifically include：
The connection request that seat client described in the cloud front end receiver is sent, searches or distributes virtual seat, then please
It asks and is transmitted to the virtual seat.
10. method as claimed in claim 8, which is characterized in that the virtual seat is flat to the seat client or calling
The message that platform is sent, which is converted and forwarded, to be specifically included：
The first protocol message that the seat client is sent is converted into second protocol message by the virtual seat, and by described in
Second protocol message is transmitted to the call platform；
The second protocol message transformation that the virtual seat sends the call platform is first protocol message, and
First protocol message is transmitted to the seat client.
11. method according to claim 8 or claim 9, which is characterized in that the seat client is webpage seat client.
12. a kind of implementation method of call platform, which is characterized in that including：
The request message that call platform receiving position client is sent by virtual seat, and pass through the virtual seat to described
Seat client sends response message；Wherein, the virtual seat is that seat cloud front end is distributed for the seat client.
13. according to claim 12 the method, which is characterized in that the seat client is webpage seat client, described
Call platform includes the web page server that seat web interface is provided to the seat client.
14. a kind of seat client, which is characterized in that including：
Module is established in link, for establishing linking between virtual seat；Wherein, the virtual seat is that seat cloud front end is
The seat client distribution；
Interactive module, for carrying out interacting message by virtual seat and call platform using the link.
15. seat client according to claim 14, which is characterized in that the seat client is webpage seat client
End, for accessing seat web interface；Module is established in link, for establishing between the seat web interface and virtual seat
Link.
16. a kind of seat cloud front end, which is characterized in that including：
Management module, for managing one or more virtual seats, including：Virtual seat or recycling are distributed for seat client
Virtual seat；
The virtual seat links for establishing with the seat client, to the seat client or call platform hair
The message sent is converted and is forwarded.
17. seat cloud front end according to claim 16, which is characterized in that the seat client is webpage seat client
End.
18. a kind of call platform device, which is characterized in that including：
Call platform for the request message that receiving position client is sent by virtual seat, and passes through the virtual seat
Response message is sent to the seat client；Wherein, the virtual seat is that seat cloud front end is divided for the seat client
Match.
19. device as claimed in claim 18, which is characterized in that the call platform further includes：
Web page server, for providing seat web interface for the seat client.
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|---|---|---|---|
| CN201210183023.1A CN103457981B (en) | 2012-06-05 | 2012-06-05 | Call center's Operator Position System, implementation method and terminal |
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| CN201210183023.1A CN103457981B (en) | 2012-06-05 | 2012-06-05 | Call center's Operator Position System, implementation method and terminal |
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Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105407241A (en) * | 2014-06-10 | 2016-03-16 | 华为技术有限公司 | Seat equipment switching method, device and system |
| CN104835063A (en) * | 2015-05-06 | 2015-08-12 | 北京京东尚科信息技术有限公司 | E-commerce platform communication queuing method and 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 |
| CN107833064B (en) * | 2017-12-15 | 2022-02-01 | 商客通尚景科技江苏有限公司 | System and method for integrating telephone with cloud CRM |
| CN109547653B (en) * | 2018-12-11 | 2021-06-04 | 南京小灵呼科技有限公司 | Call center incoming call screen popup system and method based on B/S (browser/Server) architecture |
| CN110417805A (en) * | 2019-08-07 | 2019-11-05 | 上海浦东发展银行股份有限公司信用卡中心 | The seat soft telephone system and method for more voice integrated platform based on WebSocket agreement |
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