CN103634484A - Terminal switching method, apparatus and system - Google Patents

Terminal switching method, apparatus and system Download PDF

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Publication number
CN103634484A
CN103634484A CN201210307716.7A CN201210307716A CN103634484A CN 103634484 A CN103634484 A CN 103634484A CN 201210307716 A CN201210307716 A CN 201210307716A CN 103634484 A CN103634484 A CN 103634484A
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client
client terminals
virtual
terminals
target terminal
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CN201210307716.7A
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CN103634484B (en
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李会
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ZTE Corp
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ZTE Corp
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Priority to PCT/CN2013/081739 priority patent/WO2014032531A1/en
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04WWIRELESS COMMUNICATION NETWORKS
    • H04W36/00Hand-off or reselection arrangements

Abstract

The invention discloses a terminal switching method, apparatus and system. The method comprises the following steps that: a switching request message initiated by a terminal client is received, wherein the switching request message is used for requesting to switch connection of the terminal client to a target terminal client; and the connection of the terminal client is switched to the target terminal client, wherein each of the terminal client and the target terminal client, or the terminal client or the target terminal client includes a cloud terminal client and a virtual client. According to the invention, an objective of switching between a calling center terminal client and a target terminal client is achieved.

Description

Terminal switching method, Apparatus and system
Technical field
The present invention relates to the communications field, in particular to terminal switching method, Apparatus and system.
Background technology
Along with the maturation of cloud computing technology, call center also progressively shifts to cloud computing platform, and the call center based on cloud computing platform can provide the deployment way to rent call center resource and to use as required such as virtual call center better.Like this, the maintenance of call center's infrastructure can be given side's maintenance of building call center, and provides a side of call center's business by directly using as required these resources.Thereby can reach the maximum utilization of minimum use cost and resource.
So-called call center refers to and makes full use of modern communication and computer technology, as interactive voice response subsystem (Interactive Voice Response, abbreviation IVR), automatic call distributes (Automatic Call Distributor, be called for short ACD) etc., the operation operationlocation that can automatically process neatly a large amount of various phone incoming calls and call business and service.At present, call center is considered to gradually telemarketing center in enterprise's application.
At present, according to the state of the art Lai Kan, call center of call center, mainly by following functional module, formed:
Computer telephone integration (Computer Telephony Integration is called for short CTI) call processing subsystem is realized screen and is ejected and realize synchronous transfer, and client's information is presented on operator's screen; Call follow management; Computer based telephony intelligence Route Selection; Personalized greeting; Calling and outgoing management; " soft phone " function of the terminal of attending a banquet; On-line recording function in communication process.And till now, CTI technology develops into " computer telecommunication integrated (Computer Telecommunication Integration) " technology, " T " wherein develops into " Telecommunication ", this means that current CTI technology not only will process traditional call voice, and will process the information medium of other forms such as comprising fax, Email.
IVR be interactive voice answering (for example: interactive voice 800 call center's flow chart answering systems), calling party need only can enter service centre with phone, according to operation indicating, listen to cell phone entertainment product, can be according to the relevant information of content play of user's input.
ACD also claims automatic call distributor, and the equilibrium of being responsible for customer phone distributes, and system can also generate the queue of effectively attending a banquet by the real-time tracking state of attending a banquet according to this, according to queuing algorithm, calling is inserted to the most suitable queue of attending a banquet.System can be changed call processing method according to actual needs at any time.
At present, there is multiple cloud mode call center, and wherein a kind of mode is attend a banquet virtual.That is, traditional software client of attending a banquet is to operate in cloud resource pool, attends a banquet and is linked in cloud resource pool by similar remote desktop mode, then from resource pool, obtain the service end of attending a banquet.The service end of attending a banquet contacts with call center as traditional software of attending a banquet again.User's the input of attending a banquet is transformed into corresponding command to the service end of attending a banquet by the client of attending a banquet, and then by the service end of attending a banquet, is transformed into the instruction of attending a banquet and issues call center; Contrary, the message that call center sends to client also sends to via the service end of attending a banquet the client of attending a banquet.
Along with the mobility requirement of attending a banquet of call center is more and more higher, therefore, the user that attends a banquet uses the type of terminal and demand also may change at any time.Like this, the scene based on attending a banquet, attends a banquet and likely sometimes uses the software of attending a banquet, and sometimes uses again the virtual client of attending a banquet.Therefore the ,Yun call center user that need to support to attend a banquet is switched between client in common attend a banquet software client and virtual attending a banquet.
For call center in correlation technique, attend a banquet user in common software client and the virtual relevant issues of attending a banquet and switching between client of attending a banquet, not yet propose at present effective solution.
Summary of the invention
For call center, attend a banquet user in common software client and the virtual relevant issues of attending a banquet and switching between client of attending a banquet, the invention provides terminal switching method, Apparatus and system, at least to address the above problem.
According to an aspect of the present invention, a kind of terminal switching method is provided, the method comprises: the handover request message that receiving terminal client sends, and wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client; Switch the described target terminal client of being connected to of described client terminals, wherein, described client terminals and/or described target terminal client comprise cloud client terminals and virtual client.
Preferably, after the handover request message that receiving terminal client sends, described method also comprises: determine that described client terminals and described target terminal client belong to same user.
Preferably, when described target terminal client comprises cloud client terminals and virtual client, switch the described target terminal client of being connected to of described client terminals and comprise: foundation is connected with described virtual client; Between described virtual client and the Correspondent Node of described client terminals, connect.
Preferably, before connecting between described virtual client and the Correspondent Node of described client terminals, also comprise: receive the message of scheduling of resource module, wherein, described message is included as the information of the virtual client of described cloud client terminals distribution; According to the information of described virtual client, foundation is connected with described virtual client.
Preferably, also comprise: send described cloud client terminals information and or the information of described virtual client to described Correspondent Node.
Preferably, after connecting between described virtual client and the Correspondent Node of described client terminals, also comprise: the information that described virtual client sends described Correspondent Node is sent to described cloud client terminals; Described virtual client receive described cloud client terminals operation information and or media information, and send it to described Correspondent Node.
Preferably, when described client terminals comprises cloud client terminals and virtual client, switching the described target terminal client of being connected to of described client terminals comprises: receive the second handover request message that described virtual client sends, wherein, described the second handoff request message draw together following one of at least: the information of described virtual client, the information of described cloud client terminals, described target terminal client-side information; According to described the second handover request message, the connection of described client terminals is switched to described target terminal client.
Preferably, described client terminals is the client of attending a banquet, and described cloud client terminals is that cloud is attended a banquet, and described virtual client is virtual seat.
According to a further aspect in the invention, a kind of terminal switching method is also provided, the method comprises: client terminals sends handover request message, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client, wherein, described client terminals and/or target terminal client comprise cloud client terminals and virtual client; Described client terminals receives switching response message.
Preferably, described method also comprises: described client terminals and described target terminal client belong to same user.
Preferably, when described client terminals comprises described cloud client terminals and virtual client, the connection of described client terminals is switched to target terminal client to be comprised: described virtual client sends the second handover request message to server, wherein, described the second handoff request message draw together following one of at least: the information of the information of described virtual client, described cloud client terminals, the information of described target terminal client.
According to a further aspect of the invention, a kind of terminal switching method is also provided, the method comprises: target terminal client handover request message, wherein, described handover request message is switched the connection of described client terminals to be connected to described target terminal client for client terminals request, and described client terminals and/or target terminal client comprise cloud client terminals and virtual client; Handover request message described in described target terminal client end response.
Preferably, described method also comprises: described client terminals and described target terminal client belong to same user.
Preferably, described in described target terminal client end response, handoff request message is drawn together: between described destination client and the Correspondent Node of described client terminals, connect; Described client terminals finishes being connected between the Correspondent Node with described client terminals.
Preferably, when described target terminal client comprises described cloud client terminals and virtual client, handoff request message is drawn together described in described target terminal client end response: the information that described virtual client sends described Correspondent Node is sent to described cloud client terminals; Described virtual client receive described cloud client terminals operation information and or media information, and send it to described Correspondent Node.
According to a further aspect of the invention, a kind of terminal switching device shifter is also provided, has comprised: the first receiver module, the handover request message of initiating for receiving terminal client, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client; Handover module, for switching the described target terminal client of being connected to of described client terminals, wherein, described client terminals and/or described target terminal client comprise cloud client terminals and virtual client.
According to a further aspect of the invention, a kind of terminal switching device shifter is also provided, be positioned at client terminals, this device comprises: sending module, be used for sending handover request message, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client, wherein, described client terminals and/or target terminal client comprise cloud client terminals and virtual client; The second receiver module, for receiving switching response message.
According to a further aspect of the invention, a kind of terminal switching device shifter is also provided, be positioned at target terminal client, this device comprises: the 3rd receiver module, be used for receiving handover request message, wherein, described handover request message is switched the connection of described client terminals to be connected to described target terminal client for client terminals request, and described client terminals and/or target terminal client comprise cloud client terminals and virtual client; Respond module, for responding described handover request message.
According to a further aspect of the invention, also provide a kind of terminal switching system, it is characterized in that, comprised above-mentioned terminal switching device shifter.
By the present invention, the business handover request message that adopts receiving terminal client to initiate, wherein, business handover request message is for asking the connection of client terminals to switch to target terminal client; The service connection of switching terminal client is to target terminal client, and wherein, client terminals or target terminal client comprise cloud client terminals and virtual client.Reached the object of the switching of call center's client terminals and target terminal client.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention is used for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is according to the flow chart of the terminal switching method of the embodiment of the present invention;
Fig. 2 is according to the flow chart of the another kind of terminal switching method of the embodiment of the present invention;
Fig. 3 is the flow chart of terminal switching method according to the preferred embodiment of the invention;
Fig. 4 is according to the structured flowchart of the terminal switching device shifter of the embodiment of the present invention;
Fig. 5 is the structured flowchart of terminal switching device shifter according to the preferred embodiment of the invention;
Fig. 6 is according to the structured flowchart of the another kind of terminal switching device shifter of the embodiment of the present invention;
Fig. 7 is linked into the schematic diagram of far-end server according to the ordinary terminal client of the embodiment of the present invention;
Fig. 8 is linked into the schematic diagram of far-end server according to the cloud client terminals of the embodiment of the present invention;
Fig. 9 is the logical schematic of call center's terminal switching system according to the preferred embodiment of the invention;
Figure 10 is that ordinary terminal client is carried out the flow chart of changing method to cloud client terminals according to the preferred embodiment of the invention;
Figure 11 is that cloud client terminals carries out the flow chart of changing method to ordinary terminal client according to the preferred embodiment of the invention;
Figure 12 is that the common according to the preferred embodiment of the invention client of attending a banquet is carried out the flow chart of changing method to the cloud client of attending a banquet;
Figure 13 is that the cloud client of attending a banquet is carried out the flow chart of changing method to the common client of attending a banquet according to the preferred embodiment of the invention.
Embodiment
Hereinafter with reference to accompanying drawing, also describe the present invention in detail in conjunction with the embodiments.It should be noted that, in the situation that not conflicting, embodiment and the feature in embodiment in the application can combine mutually.
Along with making the mobility of attending a banquet at center require more and more higher, like this, scene based on attending a banquet, attend a banquet and likely sometimes use the software of attending a banquet, sometimes use again the virtual client of attending a banquet, so, client terminals and target terminal client need to be switched as required, and, in handoff procedure, guarantee the continuity of business.Therefore,, in order to solve the relevant issues of the switching between client terminals and target terminal client, the invention provides terminal switching method.
Fig. 1 is according to the flow chart of the terminal switching method of the embodiment of the present invention, and as shown in Figure 1, the method comprises the steps:
Step S102, the handover request message that receiving terminal client is initiated, wherein, handover request message is for asking the connection of client terminals to switch to target terminal client.
Step S104, switching terminal client be connected to target terminal client, wherein, client terminals and/or target terminal client comprise cloud client terminals and virtual client.
Pass through above-mentioned steps, the business handover request message that receiving terminal client is initiated, wherein, this business handover request message switches to target terminal client for request, the service connection of switching terminal client is to target terminal client, wherein, client terminals or target terminal client comprise cloud client terminals and virtual client.Reached the object of the switching between client terminals and target terminal client.
Preferably, after the business handover request message that receiving terminal client is initiated, also need to determine that client terminals and target terminal client belong to same user.
Preferably, determine that the mode that client terminals and target terminal client belong to same user can be, but not limited to which: according to the information of the information of the client terminals carrying in business handover request message and target terminal client, determine that client terminals and target terminal client belong to same user, preferably, this information can be identification information.
Preferably, its current link information that receiving terminal client sends.
Preferably, when client terminals is ordinary terminal client, when target terminal client is cloud client terminals and/or virtual terminal client, the service connection of switching terminal client to target terminal client comprises: set up the session connection with virtual client, wherein, virtual client is that cloud resource pool is distributed to cloud client terminals; Send the information of virtual client to the Correspondent Node of ordinary terminal client, between virtual client and Correspondent Node, set up media links; Disconnect the service connection with ordinary terminal client.
Before setting up media links between virtual client and Correspondent Node, also comprise: receive the response message of the scheduling of resource module in cloud resource pool, wherein, response message information comprises the information of the virtual client that is dispensed to cloud client terminals; According to the information of virtual client, set up the session connection with virtual client.
Set up media links between virtual client and Correspondent Node after, also need the information that sends cloud client terminals to Correspondent Node.
Set up media links between virtual client and Correspondent Node after, also comprise: virtual client is sent to cloud client terminals by the business information of itself and Correspondent Node; Virtual client receives the operation information of cloud client terminals.
Preferably, when client terminals is cloud client terminals and/or virtual terminal client, when target terminal client is ordinary terminal client, the service connection of switching terminal client to target terminal client comprises: virtual client receives the first handover request message that cloud client terminals sends, wherein, the first handoff request message is drawn together: the identification information of cloud client terminals, type of service, ordinary terminal client-side information; Virtual client, according to the first handover request message, sends the second handover request message to server, and wherein, the second handoff request message is drawn together: the information of virtual client, the service connection information of current virtual client.
The service connection of switching terminal client to target terminal client also comprises: according to the service connection information of current virtual client, current service connection information is switched to ordinary terminal client; Response virtual client, virtual client winding-up connects, and the service connection of disconnection and cloud client terminals.
Fig. 2 is according to the flow chart of the another kind of terminal switching method of the embodiment of the present invention, and as shown in Figure 2, the method comprises the steps:
Step S202, client terminals sends handover request message, and wherein, handover request message is for asking the connection of client terminals to switch to target terminal client, wherein, client terminals and/or target terminal client comprise cloud client terminals and virtual client.
Step S204, client terminals receives switching response message.
By above-mentioned steps, realized the switching between call center's terminal.
Fig. 3 is the flow chart of terminal switching method according to the preferred embodiment of the invention, and as shown in Figure 3, the method comprises the steps:
Step S302, target terminal client handover request message, wherein, handover request message is switched the connection of client terminals to be connected to target terminal client for client terminals request, and client terminals and/or target terminal client comprise cloud client terminals and virtual client.
Step S304, target terminal client end response handover request message.
Preferably, in the method, client terminals and target terminal client belong to same user.
Preferably, this handover request message also comprises: the current service connection information of client terminals and Correspondent Node.
When target terminal client is cloud client terminals and virtual client, the service connection of client terminals switches to target terminal client and comprises: virtual client and call center set up session connection, wherein, virtual client is that scheduling of resource module assignment is to cloud client terminals; Between virtual client and the Correspondent Node of client terminals, establish the link.
Preferably, after establishing the link between virtual client and the Correspondent Node of client terminals, virtual client is sent to cloud client terminals by the business information of itself and Correspondent Node; Virtual client receive cloud client terminals operation and or media information.
When client terminals is cloud client terminals and/or virtual client, the service connection of client terminals switches to target terminal client and comprises: virtual client receives the first handover request message that cloud client terminals sends, wherein, the first request message comprises: the identification information of cloud client terminals, target terminal client-side information; Virtual client, according to the first handover request message, sends the second handover request message to server, and wherein, the second handoff request message is drawn together: the information of virtual client, the information of cloud client terminals.
Preferably, the target terminal client that is connected to of switching terminal client also comprises: virtual client responds the first handover request message, finishes its session connection and/or media links; Virtual client disconnect with cloud client terminals between be connected.
In the present embodiment, also provide call center's terminal switching device shifter, this device is used for realizing above-described embodiment and preferred embodiment, has carried out repeating no more of explanation, and the modules below this device being related to describes.If following, use, the combination of software and/or the hardware of predetermined function can be realized in term " module ".Although the system and method described in following examples is preferably realized with software, hardware, or the realization of the combination of software and hardware also may and be conceived.
Fig. 4 is according to the structured flowchart of call center's terminal switching device shifter of the embodiment of the present invention, and as shown in Figure 4, this device comprises the first receiver module 40 and handover module 42.Below the modules of this device and function thereof are described.
The first receiver module 40, the business handover request message of initiating for receiving terminal client, wherein, business handover request message switches to target terminal client for request; Handover module 42 is connected to the first receiver module 40, and for the service connection of switching terminal client, to target terminal client, wherein, client terminals and/or target terminal client comprise cloud client terminals and/or virtual client.
Fig. 5 is the structured flowchart of terminal switching device shifter according to the preferred embodiment of the invention, and as shown in Figure 5, this device comprises sending module 50 and the second receiver module 52.Sending module 50, for sending handover request message, wherein, handover request message switches to target terminal client for request, and wherein, client terminals and/or target terminal client comprise cloud client terminals and virtual client; The second receiver module 52, for receiving the response message having switched.
Preferably, determination module determines that for the identification information of client terminals and the identification information of target terminal client that carry according to business handover request message client terminals and target terminal client belong to same user.
, cloud call center preferably, client terminals is ordinary terminal client or cloud client terminals, target terminal client is cloud client terminals and/or ordinary terminal client.
Fig. 6 is that this system comprises according to the structured flowchart of the another kind of terminal switching device shifter of the embodiment of the present invention: the 3rd receiver module 60 and handover module 62.Below the modules of this device and function thereof are described.
The 3rd receiver module 60, for receiving handover request message, wherein, handover request message is switched and is connected to target terminal client for client terminals request, and client terminals and/or target terminal client comprise cloud client terminals and/or virtual client; Respond module 62 is connected to the 3rd handover module 60, for responding this handover request message.
Below with the example that switches between call center's client terminals and target terminal client, in conjunction with above-described embodiment and preferred embodiment describe.Following embodiment and preferred embodiment propose ordinary terminal client (Client) in cloud computing application and the method for the switching based on business continuity mode based between cloud client terminals (Cloud Client).In special ,Yi cloud call center Wei Li, cloud call center, the attend a banquet method of the switching based on business continuity mode between client (Cloud Agent) of the client of attending a banquet (Agent Client) and call center's cloud.
Fig. 7 is linked into the schematic diagram of far-end server according to the ordinary terminal client of the embodiment of the present invention, as shown in Figure 7, ordinary terminal client: refer to the terminal identical or similar with terminal in non-cloud computing framework, generally possesses stronger computing capability (such as graphics calculations ability, media processing capacity, service conversation control etc.), Yun call center, ordinary terminal client is the client of attending a banquet.Server can be calculating and the storage resources based on cloud computing framework mode.
Fig. 8 is linked into the schematic diagram of far-end server according to the cloud client terminals of the embodiment of the present invention, as shown in Figure 8, the cloud terminal that is positioned at end side is generally all more weak terminal types of computing capability and storage capacity.Common mode comprises: thin terminal (Thin Client) etc.In this case, network side need to have a virtual client of serving cloud client terminals.It is mutual with cloud client terminals on the one hand, receives user's operational order, or object information is returned to cloud client terminals; On the one hand, with server interaction, play the part of the role of client terminals in addition.User's operational order is reacted to server, the data that reception server sends and instruction etc.That is to say cloud client terminals: comprise two parts, a part is the client (Thin Client) that is positioned at end side, a part is the virtual client (Virtualized Client) running in the cloud resource pool of network side in addition.The client that is positioned at end side is to be mainly responsible for demonstration, carries out alternately with user; And the virtual client that is arranged in resource pool is responsible for the processing of actual client service logic, media processing etc., its function is the client of serving as with server interaction on the one hand, to carry out alternately with the client terminals that is positioned at end side on the one hand in addition, playing up of the service computation that responsible actual client is relevant and graph image, and result of calculation is fed back to client terminals, the operation information of receiving terminal client simultaneously, sends to server after translating into corresponding instruction.
Server is manual service module (CTI:Computer Telephony Integration or MSF:Manual Service Function) and/or the call session task module of call center, for the control of call session and any distribution function are provided.
In the ordinary terminal client of following examples Zhong,Dui cloud call center and the switching between cloud client terminals, and guarantee that the client terminals switching of business continuance describes.It should be noted that, ordinary terminal client can initiatively be initiated current service connection (session connection, media are connected) to be switched to the other side with cloud client terminals.
One, when being initiated to switch to cloud client terminals initiation business by ordinary terminal client, its changing method step is as follows:
Step 1, by normal client end, to server, initiate handover request, in this request message, at least comprise the information (for example, comprising sign etc.), application layer conversation information of target terminal client, the current media link information of ordinary terminal client and the type information of target terminal client or type indication information.
Step 2, server, after receiving request, (comprising: identification information etc.) determine that target terminal client and ordinary terminal client belong to a user according to the information of both sides' client.
Step 3, when target terminal client type is cloud client terminals, server is to scheduling of resource module (the Resource Scheduling Module in cloud resource pool, referred to as RSM) request distributes to the information of virtual client of cloud client terminals, and this request comprises the information of cloud client terminals.
The information of virtual client for example, is searched and obtain to step 4, scheduling of resource module according to the information of cloud client terminals (, identification information), then information is returned to server.The information of this virtual client at least comprises: the identification information of virtual client, address information etc.
Step 5, server be the session information with virtual client according to the information foundation of virtual client.
Step 6, at server and virtual client, set up after session link, server also notifies the information of virtual client to Correspondent Node, and alternatively, server is also notified the information of cloud client terminals to Correspondent Node.Correspondent Node and virtual client are set up media links.
In step 7, virtual client and opposite end communication process, virtual client also sends to cloud client terminals by corresponding media information (comprising: interface information, multimedia messages etc.), receives the operation information of cloud client terminals simultaneously.
Secondly, the changing method step when being initiated to switch to cloud client terminals initiation business by ordinary terminal client describes.
One, when being initiated to switch to normal client end initiation business by cloud client terminals, its changing method step is as follows:
Step 1, cloud client terminals are initiated handover request to virtual client, at least comprise identification information, type of service or indication information (terminal switching), target terminal information (sign of target terminal) of cloud client terminals etc. in this request.
Step 2, virtual client are according to the solicited message of cloud client terminals, to server, send a request message, request message at least comprises: the information (sign of virtual client) of the identification information of cloud client terminals, type of service or indication information (terminal switching), target terminal information (sign of target terminal), virtual client, session and the media link information of current virtual client.
Step 3, server are according to the request message of virtual client, and judgement target terminal client and cloud client terminals belong to same user.
Step 4, server are switched to current session information in target terminal client according to the session of current virtual client and media link information.Then server responds virtual client.Virtual client end session is connected with media, then responds cloud client terminals.Between cloud client terminals and virtual client, be connected disconnection.
Below in conjunction with accompanying drawing, embodiments of the invention are elaborated.It should be noted that, in the situation that not conflicting, the embodiment in the application and the feature in embodiment be combination in any mutually.
Fig. 9 is the logical schematic of call center's terminal switching system according to the preferred embodiment of the invention, and as shown in Figure 9, this system comprises two aspects: end side and network platform side.End side: the entity comprising has ordinary terminal client, cloud client terminals and Correspondent Node; Network platform side: the entity comprising has server, virtual client and scheduling of resource module.
Ordinary terminal client can directly be carried out service interaction by server and Correspondent Node.Cloud client terminals need to pass through server and Correspondent Node carries out service interaction by virtual client.For cloud client terminals and virtual terminal, in the process of switching between startup, end and cloud client terminals and ordinary terminal client, the resource that also relates to scheduling of resource module is distributed, is reclaimed and scheduling.Server by and scheduling of resource module between mutual, the switching between ordinary terminal client and cloud client terminals is managed and is controlled.
Figure 10 is that ordinary terminal client is carried out the flow chart of changing method to cloud client terminals according to the preferred embodiment of the invention, and as shown in figure 10, the method comprises the steps:
Step S1002, normal client end has service connection by server and Correspondent Node.Ordinary terminal client is by maintaining service connection relation between server and the Correspondent Node of far-end.
Step S1004, cloud client is connected with virtual client.Cloud client terminals starts, and being connected between the virtual client of foundation and network side.
Step S1006, ordinary terminal client switching command.Ordinary terminal client is to the command information that need to be switched to target terminal client.
Step S1008, ordinary terminal user end to server transmitting terminal handover request message, this message comprises the information (comprising sign etc.), active client application layer conversation information of target terminal client, the current media link information of ordinary terminal client and the type information of target terminal client or type indication information.
Step S1010, server confirms that two clients switching front and back belong to same user, and the destination client that judgement is switched is cloud client.Server, after the terminal handover request receiving from ordinary terminal client, according to request message, determines that the client terminals of request and the client terminals of target all belong to same user.Meanwhile, server also judges that the target terminal client of this terminal request is cloud client terminals type.
Step S1012, the information of whois lookup virtual client.Server is according to the information of virtual client corresponding to the scheduling of resource module acquisition request target cloud client terminals to network side.
Step S1014, scheduling of resource module is returned to the information of virtual client.Scheduling of resource module is returned to the information of the virtual client of distributing to cloud terminal, comprising: the information such as identification information (such as ID, URL), address information (such as IP address, port);
Step S1016, server foundation is connected with virtual client.Server, according to the information receiving from scheduling of resource module, according to the information of virtual client, is set up service connection with it.
Step S1018, virtual client notice cloud client terminals switches.Virtual client is further notified cloud client terminals, and announcement information comprises relevant information that terminal switches (such as the information of source ordinary terminal client, the information of Correspondent Node etc.).
Step S1020, server notification Correspondent Node switches.Server also sends announcement information to Correspondent Node, and the communication information comprises the information (such as virtual client client information, cloud terminal client client information etc.) of switching destination object.
Step S1022, cloud client terminals is by setting up service chaining between virtual client and server and Correspondent Node.Virtual client is set up the service connection with Correspondent Node terminal.Meanwhile, virtual client is also set up the service connection with cloud client terminals.
Step S1024, server notification ordinary terminal client has been switched.Server sends a notification message to normal client end, notifies the switching of its client terminals to complete.
Step S1026, ordinary terminal client finish and server between service connection relation.Switching completes.
Figure 11 is that cloud client terminals carries out the flow chart of changing method to ordinary terminal client according to the preferred embodiment of the invention, and as shown in figure 11, the method comprises the steps:
Step S1102, cloud client terminals is by keeping service connection between virtual client and server and Correspondent Node.Between cloud client terminals and virtual client, keep service connection relation, virtual client is by keeping service connection relation between server and Correspondent Node.
Step S1104, cloud client terminals receives switching command.Cloud client terminals is received the handover request of client terminals, and handover request message comprises: the identification information of cloud client terminals, type of service or indication information (terminal switching), target terminal information (sign of target terminal) etc.
Step S1106, client is switched in the request of cloud client terminals.Cloud client terminals is to virtual terminal transmitting terminal handover request message, and request message comprises: the information (sign of virtual client) of the identification information of cloud client terminals, type of service or indication information (terminal switching), target terminal information (sign of target terminal), virtual client, session and the media link information of current virtual client.
Step S1108, client is switched in virtual client request.Virtual client is to server transmitting terminal client handover request message.
Step S1110, the client that front and back are switched in server judgement belongs to same user and switch mode.Server is after receiving handover request message, and according to the request message of virtual client, judgement target terminal client and cloud client terminals belong to the same user of attending a banquet.
Step S1112, server and ordinary terminal client are set up service connection.Between server and ordinary terminal client, carry out annexation.
Step S1114, server notification Correspondent Node switches.Server is further to Correspondent Node transmitting terminal client handoff notification message.
Step S1116, sets up service connection between normal client end and Correspondent Node.Between normal client end and destinations traffic terminal, set up service connection relation.
Step S1118, server notification virtual client has switched.Server sends a notification message to virtual client, and notice has been switched.
Step S1120, virtual client notice cloud client terminals has switched.Virtual client finishes the service connection with server, and then, virtual client sends a notification message to cloud client terminals, and notice has been switched.
Step S1122, cloud client terminals winding-up connects.
Step S1124, server notification scheduling of resource module reclaims virtual client.Server sends a notification message to scheduling of resource module, and notice reclaims virtual client.
Below in conjunction with accompanying drawing, the preferred embodiment switching for terminal in cloud call center of the present invention is described, Figure 12 is that the common according to the preferred embodiment of the invention client of attending a banquet is carried out the flow chart of changing method to the cloud client of attending a banquet, as shown in figure 12, the method comprises the steps:
Step S1202, the common client of attending a banquet is served to call center user by Call Center Server.The common client of attending a banquet provides call center's business service by Call Center Server to the call center user client of far-end.
Step S1204, the cloud client of attending a banquet is connected with virtual seat.The cloud client of attending a banquet starts, and being connected between the virtual seat client of foundation and network side.
Step S1206, attends a banquet and sends terminal switching command to client.The common client of attending a banquet is to being switched to the attend a banquet command information of client of target.
Step S1208, attends a banquet to call center's transmitting terminal handover request.The common client of attending a banquet sends the terminal handover request message of attending a banquet to call center, message comprises target attend a banquet the media link information of the information (comprising sign etc.) of client, the current client application level session information of attending a banquet, the current common client terminals of attending a banquet and target attend a banquet type information or the type indication information of client.
Step S1210, call center confirms that two clients switching front and back belong to same user, and the destination client that judgement is switched is cloud client.Call center, after the terminal handover request receiving from the common client of attending a banquet, according to request message, determines that the client of attending a banquet of attend a banquet client and the target of request all belongs to same user.Meanwhile, call center also judges that the target of this request of the attending a banquet client of attending a banquet is the cloud client type of attending a banquet.
Step S1212, the information of virtual seat client is searched by call center.Call center is according to the attend a banquet information of virtual seat client corresponding to client of the scheduling of resource module acquisition request target cloud to network side.
Step S1214, scheduling of resource module is returned to the information of virtual seat client.Scheduling of resource module is returned and is distributed to the attend a banquet information of virtual seat of client of cloud, comprising: the information such as identification information (ID, URL), address information (IP address, port).
Step S1216, call center's foundation is connected with virtual seat client.Call center, according to the information receiving from scheduling of resource module, according to the information of virtual seat, sets up service connection with it.
Step S1218, the virtual seat notice cloud client of attending a banquet is switched.Virtual seat is further notified the cloud client of attending a banquet, and announcement information comprises the relevant information that terminal is switched, such as: the information of the common client of attending a banquet in source, the information of Correspondent Node etc.
Step S1220, call center's notification call central user client is switched.Call center also sends announcement information to Correspondent Node, the communication information comprise switch destination object information (such as: virtual seat client-side information, the cloud client-side information etc. of attending a banquet)
Step S1222, the cloud of attending a banquet is attended a banquet client by setting up service chaining between virtual seat client and call center and Correspondent Node.Virtual seat client is set up the service connection with Correspondent Node terminal.Meanwhile, virtual seat client is also set up and the attend a banquet service connection of client of cloud.
Step S1224, call center notifies the common client of attending a banquet to switch.Call center sends a notification message to the common client of attending a banquet, and notifies the switching of its client of attending a banquet to complete.
Step S1226, the service connection of conclusion call center and opposite end.The common client of attending a banquet finish and call center between service connection relation.Switching completes.
Figure 13 is that the cloud client of attending a banquet is carried out the flow chart of changing method to the common client of attending a banquet according to the preferred embodiment of the invention, and as shown in figure 13, the method comprises the steps:
Step S1302, the cloud client of attending a banquet provides service by virtual seat and call center to subscription client.Cloud is attended a banquet and is kept service connection relation between client and virtual seat client, and virtual seat client is by keeping service connection relation between call center and Correspondent Node.
Step S1304, the attend a banquet switching command of client terminal of cloud.The cloud client of attending a banquet is received user's handover request, and handover request message comprises: cloud identification information, type of service or indication information (terminal switching), the target of the client end message (sign of target terminal) etc. of attending a banquet of attending a banquet.
Step S1306, the cloud client-requested of attending a banquet is switched client.Cloud is attended a banquet client to virtual seat client transmitting terminal handover request message, and request message comprises: cloud attend a banquet identification information, type of service or indication information (terminal switching), the target terminal information sign of terminal (target attend a banquet) of client, the information (sign of virtual seat client) of virtual seat client, session and the media link information of current virtual seat client.
Step S1308, virtual seat client-requested is switched client.Virtual seat client is to the Call Center Server transmitting terminal client handover request message of attending a banquet.
Step S1310, the client that front and back are switched in call center's judgement belongs to same user and switch mode.Call center is after receiving handover request message, and according to the request message of virtual seat client, judgement target client and the cloud client of attending a banquet of attending a banquet belongs to same user.
Step S1312, call center and the common client of attending a banquet are set up service connection.Between Call Center Server and virtual seat client, carry out annexation.
Step S1314, call center's notification call central user client is switched.Call Center Server further sends to Correspondent Node the client terminals handoff notification message of attending a banquet.
Step S1316, common client and the call center user client of attending a banquet set up service connection.Common attending a banquet set up service connection relation between client and call center user client.
Step S1318, call center's notice virtual seat client has been switched.Call Center Server sends a notification message to virtual seat client, and notice has been switched.
Step S1320, the virtual seat client notice cloud client of attending a banquet has been switched.Virtual seat client finishes the service connection with Call Center Server, and then, virtual seat client sends a notification message to the cloud client of attending a banquet, and notice has been switched.
Step S1322, the cloud client winding-up of attending a banquet connects.The cloud client winding-up of attending a banquet connects.
Step S1324, call center's notice scheduling of resource module reclaims virtual seat client.Call center sends a notification message to scheduling of resource module, and notice reclaims virtual seat client.
By above-mentioned steps, realize the user that attends a banquet in common attend a banquet software and the virtual switching of attending a banquet between client, guaranteed the continuity of business.
One of ordinary skill in the art will appreciate that all or part of step in said method can come instruction related hardware to complete by program, program can be stored in computer-readable recording medium, as read-only memory, disk or CD etc.Alternatively, all or part of step of above-described embodiment also can realize with one or more integrated circuits.Correspondingly, each the module/unit in above-described embodiment can adopt the form of hardware to realize, and also can adopt the form of software function module to realize.The present invention is not restricted to the combination of the hardware and software of any particular form.
These are only the preferred embodiments of the present invention; certainly; the present invention also can have other various embodiments; in the situation that not deviating from spirit of the present invention and essence thereof; those of ordinary skill in the art are when making according to the present invention various corresponding changes and distortion, but these corresponding changes and distortion all should belong to the protection range of the appended claim of the present invention.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with general calculation element, they can concentrate on single calculation element, or be distributed on the network that a plurality of calculation elements form, alternatively, they can be realized with the executable program code of calculation element, thereby they can be stored in storage device and be carried out by calculation element, or they are made into respectively to each integrated circuit modules, or a plurality of modules in them or step are made into single integrated circuit module to be realized.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.

Claims (19)

1. a terminal switching method, is characterized in that, the method comprises:
The handover request message that receiving terminal client sends, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client;
Switch the described target terminal client of being connected to of described client terminals, wherein, described client terminals and/or described target terminal client comprise cloud client terminals and virtual client.
2. method according to claim 1, is characterized in that, after the handover request message that receiving terminal client sends, described method also comprises:
Determine that described client terminals and described target terminal client belong to same user.
3. method according to claim 1, is characterized in that, when described target terminal client comprises cloud client terminals and virtual client, switches the described target terminal client of being connected to of described client terminals and comprises:
Set up with described virtual client between be connected;
Between described virtual client and the Correspondent Node of described client terminals, connect.
4. method according to claim 3, is characterized in that, before connecting between described virtual client and the Correspondent Node of described client terminals, also comprises:
Receive the message of scheduling of resource module, wherein, described message is included as the information of the virtual client of described cloud client terminals distribution;
According to the information of described virtual client, foundation is connected with described virtual client.
5. method according to claim 3, is characterized in that, also comprises: send described cloud client terminals information and or the information of described virtual client to described Correspondent Node.
6. method according to claim 5, is characterized in that, after connecting, also comprises between described virtual client and the Correspondent Node of described client terminals:
The information that described virtual client sends described Correspondent Node is sent to described cloud client terminals;
Described virtual client receive described cloud client terminals operation information and or media information, and send it to described Correspondent Node.
7. method according to claim 1, is characterized in that, when described client terminals comprises cloud client terminals and virtual client, switches the described target terminal client of being connected to of described client terminals and comprises:
Receive the second handover request message that described virtual client sends, wherein, described the second handoff request message draw together following one of at least: the information of the information of described virtual client, described cloud client terminals, described target terminal client-side information;
According to described the second handover request message, the connection of described client terminals is switched to described target terminal client.
8. according to the method described in claim 1-7 any one, it is characterized in that, described client terminals is the client of attending a banquet, and described cloud client terminals is that cloud is attended a banquet, and described virtual client is virtual seat.
9. a terminal switching method, is characterized in that, the method comprises:
Client terminals sends handover request message, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client, wherein, described client terminals and or target terminal client comprise cloud client terminals and virtual client;
Described client terminals receives switching response message.
10. method according to claim 9, is characterized in that, described method also comprises: described client terminals and described target terminal client belong to same user.
11. methods according to claim 10, is characterized in that, when described client terminals comprises described cloud client terminals and virtual client, the connection of described client terminals is switched to target terminal client and comprise:
Described virtual client sends the second handover request message to server, wherein, described the second handoff request message draw together following one of at least: the information of the information of described virtual client, described cloud client terminals, the information of described target terminal client.
12. 1 kinds of terminal switching methods, is characterized in that, the method comprises:
Target terminal client handover request message, wherein, described handover request message is switched the connection of described client terminals to be connected to described target terminal client for client terminals request, and described client terminals or target terminal client comprise cloud client terminals and virtual client;
Handover request message described in described target terminal client end response.
13. methods according to claim 12, is characterized in that, described method also comprises: described client terminals and described target terminal client belong to same user.
14. methods according to claim 13, is characterized in that, handoff request message is drawn together described in described target terminal client end response:
Between described destination client and the Correspondent Node of described client terminals, connect;
Described client terminals finishes being connected between the Correspondent Node with described client terminals.
15. methods according to claim 12, is characterized in that, when described target terminal client comprises described cloud client terminals and virtual client, handoff request message is drawn together described in described target terminal client end response:
The information that described virtual client sends described Correspondent Node is sent to described cloud client terminals;
Described virtual client receive described cloud client terminals operation information and or media information, and send it to described Correspondent Node.
16. 1 kinds of terminal switching device shifters, is characterized in that, comprising:
The first receiver module, the handover request message of initiating for receiving terminal client, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client;
Handover module, for switching the described target terminal client of being connected to of described client terminals, wherein, described client terminals and/or described target terminal client comprise cloud client terminals and virtual client.
17. 1 kinds of terminal switching device shifters, is characterized in that, are positioned at client terminals, and this device comprises:
Sending module, be used for sending handover request message, wherein, described handover request message is for asking the connection of described client terminals to switch to target terminal client, wherein, described client terminals and/or target terminal client comprise cloud client terminals and virtual client;
The second receiver module, for receiving switching response message.
18. 1 kinds of terminal switching device shifters, is characterized in that, are positioned at target terminal client, and this device comprises:
The 3rd receiver module, be used for receiving handover request message, wherein, described handover request message switches to described target terminal client for client terminals request by the connection of described client terminals, and described client terminals and/or target terminal client comprise cloud client terminals and virtual client;
Respond module, for responding described handover request message.
19. 1 kinds of terminal switching systems, is characterized in that, comprise the terminal switching device shifter described in claim 16-18 any one.
CN201210307716.7A 2012-08-27 2012-08-27 Terminal switching method, apparatus and system Expired - Fee Related CN103634484B (en)

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