CN103731337B - Transfer method, system and the device and agent client of text chat session - Google Patents
Transfer method, system and the device and agent client of text chat session Download PDFInfo
- Publication number
- CN103731337B CN103731337B CN201210387160.7A CN201210387160A CN103731337B CN 103731337 B CN103731337 B CN 103731337B CN 201210387160 A CN201210387160 A CN 201210387160A CN 103731337 B CN103731337 B CN 103731337B
- Authority
- CN
- China
- Prior art keywords
- text chat
- agent client
- mark
- session
- chat session
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/0024—Services and arrangements where telephone services are combined with data services
- H04M7/0042—Services and arrangements where telephone services are combined with data services where the data service is a text-based messaging service
- H04M7/0045—Services and arrangements where telephone services are combined with data services where the data service is a text-based messaging service where the text-based messaging service is an instant messaging service
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
- H04M2203/404—Collaboration among agents
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M2203/00—Aspects of automatic or semi-automatic exchanges
- H04M2203/55—Aspects of automatic or semi-automatic exchanges related to network data storage and management
- H04M2203/552—Call annotations
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/58—Arrangements for transferring received calls from one subscriber to another; Arrangements affording interim conversations between either the calling or the called party and a third party
Abstract
The invention discloses a kind of transfer systems of text chat session, network transmission resource wastes caused by the agent client for voice communication to solve to be assigned in text chat session in the prior art cannot obtain the content information in text chat session, the low problem of processing speed.It include: cti server, the voice communication for receiving user terminal sending requests and chooses the agent client for voice responsive call request；When source agent client and the agent client difference of selection, session transfer request is sent to transfer device；Transfer device, for sending Session Hand-off message to source agent client；Source agent client, for after the Session Hand-off message for receiving transfer device transmission, the text chat session of mark for corresponding to text chat session and the content information of corresponding text chat session to be transferred to the agent client of selection.The invention also discloses a kind of method, apparatus of text chat session and agent clients.
Description
Technical field
The present invention relates to field of communication technology more particularly to a kind of transfer methods of text chat session, system and dress
It sets and agent client.
Background technique
Call center, the service organization being made of a collection of attendant usually utilize computer communication technology, and processing comes
It is condescended to inquire from the phone of user, especially has while handling the ability of a large amount of callings.With the development of call center, in addition to traditional
Outside telephony access, call center opens more access ways, such as text chat, short message, multimedia message, fax, Email etc..
User is linked into the service that call center receives customer representative by internet in a manner of text chat.Wherein, literary
This chat mode is different from telephony access, it be it is non real-time, customer representative can mention simultaneously for multiple text chat users
For service, general call center's standard is that a customer representative can access 5 text chat users simultaneously.
User may think that text communication is not very unimpeded or timely, Ke Yixuan during text chat session
It selects voice communication and carries out real-time communication, since a customer representative can access multiple text chat users simultaneously, but for
Voice communication can only answer one simultaneously, therefore when user selects voice communication during text chat session, client's generation
Table may connect another voice communication, and the user will be assigned on another customer representative at this time, but due to this
Text information in the text chat session of user is at previous customer representative, therefore, assigned voice communication client's generation
Table, which needs to link up with user again, goes and finds out what's going on, to waste network transmission resource, reduces processing speed, also reduces simultaneously
The Experience Degree of user.
Summary of the invention
The embodiment of the present invention provides transfer method, system and the device and agent client of a kind of text chat session,
To when solving that user selects voice communication during carrying out text chat session in the prior art, the assigned client that attends a banquet
End cannot obtain content information in user version chat sessions and existing waste network transmission resource, reduce processing speed with
And the problem of reducing user experience.
The embodiment of the present invention uses following technical scheme:
A kind of transfer system of text chat session, including computer telecommunication integrate cti server, carry out with user terminal
The source agent client and at least one other agent client of text chat session, further include transfer device, in which:
Cti server issues during carrying out text chat session with source agent client for receiving user terminal
Voice communication request；It chooses from the agent client that the system includes for responding attending a banquet for the voice communication request
Client；Judge whether the agent client of the source agent client and selection is identical；When the judgment result is No, to transfer
Device sends session transfer request；Transfer device, for receiving the session transfer request of cti server transmission；And according to
The mark for the source agent client for including in the session transfer request, the mark of the agent client of the selection and the text
The mark of this chat sessions sends the mark of the agent client comprising the selection to source agent client and the text is chatted
The Session Hand-off message of the mark of its session；Source agent client, for turning in the session for receiving transfer device transmission
After moving message, it will correspond in the text chat session and corresponding text chat session of the mark of the text chat session
Hold the agent client that information is transferred to the selection.
A kind of transfer method of text chat session, comprising:
Cti server receives the voice that user terminal issues during carrying out text chat session with source agent client
Call request；Cti server chooses the agent client for responding the voice communication request；Described in cti server judgement
Whether source agent client and the agent client of selection are identical；When the judgment result is No, session is sent to transfer device to turn
Move request；Mark of the transfer device according to the source agent client for including in the session transfer request received, the choosing
The mark of the agent client taken and the mark of the text chat session, send to source agent client comprising the selection
The Session Hand-off message of the mark of the mark and text chat session of agent client；Source agent client receives transfer
After the Session Hand-off message that device is sent, the text chat session and phase of the mark of the text chat session will be corresponded to
The content information for the text chat session answered is transferred to the agent client of the selection.
A kind of transfer device, comprising:
Receiving unit includes for receiving the session transfer request of cti server transmission, in the session transfer request
Cti server is requested according to the voice communication that user terminal issues during carrying out text chat session with source agent client
And mark, the mark of the source agent client and the mark of the text chat session for the agent client chosen；It sends
Unit, for according to the mark of the source agent client for including in the received session transfer request of receiving unit, choose
The mark of agent client and the mark of text chat session send the client that attends a banquet comprising the selection to source agent client
The Session Hand-off message of the mark of the mark and text chat session at end.
A kind of transfer method of text chat session, comprising:
Transfer device receives the session transfer request that cti server is sent, and services in the session transfer request comprising CTI
The voice communication that device issues during carrying out text chat session with source agent client according to user terminal is requested and is chosen
Agent client mark, the mark of the source agent client and the mark of the text chat session；Transfer device root
According to the mark for the source agent client for including in the session transfer request, the mark and text chat of the agent client of selection
The mark of session sends the mark and the text chat session of the agent client comprising the selection to source agent client
Mark Session Hand-off message.
A kind of agent client, comprising:
Receiving unit includes for receiving the Session Hand-off message of transfer device transmission, in the Session Hand-off message
Cti server is asked according to the voice communication that user terminal issues during carrying out text chat session with the agent client
The mark of agent client asked and chosen, and include the mark of the text chat session；Buanch unit is used for basis
The mark of the agent client for the selection for including in the received Session Hand-off message of receiving unit and the text are chatted
The mark of its session will correspond to the text chat session and corresponding text chat session of the mark of the text chat session
Content information be transferred to the agent client of the selection.
A kind of transfer method of text chat session, comprising:
Agent client receives the Session Hand-off message that transfer device is sent, and includes CTI in the Session Hand-off message
Server is requested according to the voice communication that user terminal issues during carrying out text chat session with the agent client
And the mark for the agent client chosen, and include the mark of the text chat session；The session based on the received
The mark of the agent client for the selection for including in Transfer Message and the mark of the text chat session, will correspond to institute
The content information of the text chat session and corresponding text chat session of stating the mark of text chat session is transferred to selection
Agent client.
The embodiment of the present invention has the beneficial effect that:
After the embodiment of the present invention receives the voice communication request of user terminal sending by cti server, for the user
When agent client and source agent client difference that terminal is chosen, session transfer request, transfer device are sent to transfer device
According to the mark for the source agent client for including in the session transfer request received, Session Hand-off is sent to source agent client
Message, source agent client will correspond to text chat session after the Session Hand-off message for receiving transfer device transmission
The content information of the text chat session of mark and corresponding text chat session is transferred to the agent client of selection, thus real
When having showed user and selecting voice communication during text chat session, the agent client of selection can adapter tube text chat meeting
It talks about and gets content information corresponding with above-mentioned text chat session automatically, enable the agent client chosen more preferable
Service is provided for user faster, network transmission resource has not only been saved, has also improved processing speed, avoided user and carrying out
When selecting voice communication during text chat session, assigned agent client cannot be obtained in user version chat sessions
Content information and existing waste network transmission resource, reduce processing speed and reduce user experience the problem of.
Detailed description of the invention
Fig. 1 is a kind of broad flow diagram of the transfer method of text chat session provided in an embodiment of the present invention；
Fig. 2 is the implementation process schematic diagram of scheme provided in an embodiment of the present invention in practice；
Fig. 3 is a kind of structural schematic diagram of the transfer system of text chat session provided in an embodiment of the present invention；
Fig. 4 is a kind of structural schematic diagram of transfer device provided in an embodiment of the present invention；
Fig. 5 is a kind of structural schematic diagram of agent client provided in an embodiment of the present invention.
Specific embodiment
It is assigned in order to when solving that user selects voice communication during carrying out text chat session in the prior art
Agent client cannot obtain the content information in user version chat sessions and existing waste network transmission resource, at reduction
The problem of managing speed and reducing user experience, the embodiment of the invention provides a kind of schemes of text chat session transfer.
After the voice communication request for receiving user terminal sending by cti server, for the agent client of user terminal selection
When with source agent client difference, session transfer request is sent to transfer device, transfer device is according to the Session Hand-off received
The mark for the source agent client for including in request sends Session Hand-off message to source agent client, and source agent client exists
Receive transfer device transmission Session Hand-off message after, will correspond to text chat session mark text chat session and
The content information of corresponding text chat session is transferred to the agent client of selection, to realize user in text chat meeting
During words when selection voice communication, the agent client of selection can automatically take over text chat session and obtain and above-mentioned text
The corresponding content information of this chat sessions enables the agent client chosen more preferably to provide service faster for user,
Network transmission resource has not only been saved, processing speed is also improved, user has been avoided and is selected during carrying out text chat session
When selecting voice communication, assigned agent client cannot obtain the content information in user version chat sessions and existing wave
The problem of taking network transmission resource, reducing processing speed and reduce user experience.
Below with reference to each attached drawing to the main realization principle of technical solution of the embodiment of the present invention, specific embodiment and its
Beneficial effect corresponding to reach is explained in detail.
As shown in Figure 1, be a kind of broad flow diagram of the transfer method of text chat session provided in an embodiment of the present invention,
Method includes the following steps:
Step 11, cti server receives user terminal and sends out during carrying out text chat session with source agent client
Voice communication request out；
Wherein, the text chat session that user terminal is carried out with source agent client can be accomplished in that
Cti server receives the text chat request that user terminal issues, and is the use according to pre-set routing rule
Family terminal distribution source agent client, and control the user terminal and establish text chat session with source agent client.
Step 12, cti server chooses the agent client for responding above-mentioned voice communication request；
Specifically, cti server chooses the seat for being used for voice responsive call request for the user terminal according to routing rule
Seat client, the agent client being selected and user terminal establish voice communication session.
Step 13, when source agent client and the agent client difference of selection, cti server is sent to transfer device
Session transfer request；
Wherein, following information is included at least in the session transfer request that cti server is sent to transfer device: attend a banquet visitor in source
Mark, the mark of the mark of the agent client of selection and above-mentioned text chat session at family end.
Step 14, transfer device is according to the mark of the source agent client for including in the above-mentioned session transfer request received
The mark for the agent client know, chosen and the mark of above-mentioned text chat session, send to source agent client comprising choosing
Agent client mark and text chat session mark Session Hand-off message；
Wherein, the mark of source agent client can be the URL(Uniform Resource of source agent client
Identifier, universal resource identifier), the mark of the agent client of selection can be the URL for the agent client chosen
(Uniform Resource Identifier, universal resource identifier), the mark of text chat session can be chatted for the text
The serial number of its session represents a unique text chat session.
Step 15, it after source agent client receives the Session Hand-off message that transfer device is sent, will be chatted corresponding to text
The content information of the text chat session of the mark of its session and corresponding text chat session is transferred to the client that attends a banquet of selection
End；
Wherein, it after source agent client receives the Session Hand-off message that transfer device is sent, will be carried out with user terminal
Text chat session be transferred to the agent client of selection, so that the agent client of user terminal and selection is established voice communication
Also text chat session is established while session, and obtains the content information of corresponding text chat session；
Wherein, the content information of text chat session can store in database server, and the database server
In also need to store the mark of text chat session, the mark of each text chat session and the content of text chat sessions are believed
Breath corresponds.In this case, which can be with specifically:
Source agent client is according to the mark and text chat of the agent client for the selection for including in Session Hand-off message
Text chat session is transferred to the agent client of selection by the mark of session, makes the agent client of user terminal and selection
Text chat session is established, and indicates the agent client chosen according to the marks of text chat sessions from database server
The middle content information for obtaining corresponding text chat session.
After the embodiment of the present invention receives the voice communication request of user terminal sending by cti server, for the user
When agent client and source agent client difference that terminal is chosen, session transfer request, transfer device are sent to transfer device
According to the mark for the source agent client for including in the session transfer request received, Session Hand-off is sent to source agent client
Message, source agent client will correspond to text chat session after the Session Hand-off message for receiving transfer device transmission
The content information of the text chat session of mark and corresponding text chat session is transferred to the agent client of selection, thus real
When having showed user and selecting voice communication during text chat session, the agent client of selection can automatically take over text and chat
Its session simultaneously obtains corresponding with above-mentioned text chat session content information, enable selection agent client more preferably more
Fast is that user provides service, has not only saved network transmission resource, has also improved processing speed, avoids user and is carrying out text
When selecting voice communication during this chat sessions, assigned agent client cannot be obtained in user version chat sessions
Content information and existing waste network transmission resource, the problem of reducing processing speed and reduce user experience.
An above scheme provided by the embodiments of the present application concrete application flow diagram in practice as shown in Fig. 2,
The following steps are included:
Step 21, during user terminal and agent client A carry out text chat session, user terminal takes to CTI
Business device initiating speech conversation request；
Step 22, cti server is that the user terminal distributes agent client B according to pre-set routing rule, by
Agent client B provides voice service for the user terminal；
Step 23, cti server judges whether agent client A identical as agent client B, when judging result be it is no,
Then implementing result 24；
Step 24, cti server sends session transfer request to transfer device；
Wherein, following information is included at least in the session transfer request:
The URL(Uniform Resource Identifier of source agent client, universal resource identifier), choose
The serial number of the URL of agent client and above-mentioned text chat session；
Step 25, transfer device is according to the URL of the agent client A for including in the session transfer request received, to seat
Seat customer end A sends the Session Hand-off message comprising the URL of agent client B and the serial number of text chat session；
Step 26, after agent client A receives above-mentioned Session Hand-off message, above-mentioned text chat session will be corresponded to
The content information of the text chat session of mark and corresponding text chat session is transferred to agent client B, by the client that attends a banquet
B is held to provide voice service and text chat service for the user terminal, process terminates.
In step 26, agent client A will correspond to the text chat session of the mark of text chat session and corresponding
The content information of text chat session is transferred to agent client B, can be with specifically:
Agent client A is according to the URL for the agent client B for including in Session Hand-off message and the stream of text chat session
Text chat session is transferred to agent client B by water number, and user terminal and agent client B is made to establish text chat session,
And indicate that agent client B obtains corresponding text chat according to the serial number of text chat sessions from database server
The content information of session.
Corresponding to the transfer method of text chat session provided by the embodiments of the present application, the embodiment of the present application also provides one kind
The transfer system of text chat session, the concrete structure schematic diagram of the system is as shown in figure 3, including includes that computer telecommunication is integrated
Cti server 31, transfer device 32, with user terminal carry out text chat session source agent client 33 and at least one its
His agent client, in which:
Cti server 31, for receiving user terminal during carrying out text chat session with source agent client 33
The voice communication of sending is requested；The visitor that attends a banquet for being used for voice responsive call request is chosen from the agent client that the system includes
Family end；Judge whether source agent client 33 and the agent client chosen are identical；When the judgment result is No, to transfer device
32 send session transfer request；
Transfer device 32, for receiving the session transfer request of the transmission of cti server 31；And according to the session transfer request
In include source agent client 33 mark, the mark of the agent client of selection and the mark of text chat session, Xiang Yuan
Agent client 33 sends the Session Hand-off message of the mark of the agent client comprising selection and the mark of text chat session；
Wherein, which is used as independent module, and cti server and source agent client are provided to its phase
The interface answered；The transfer device 32 also can integrate in agent client or upper cti server.The embodiment of the present invention be with
It is illustrated as independent module.
Source agent client 33, for text will to be corresponded to after the Session Hand-off message for receiving the transmission of transfer device 32
The content information of the text chat session of the mark of this chat sessions and corresponding text chat session is transferred to attending a banquet for selection
Client.
The system can also include:
Database server 34, the content for the mark and corresponding text chat session that store text chat session are believed
Breath；
In this case, source agent client 33 can be specifically used for: according to the selection for including in Session Hand-off message
Agent client mark and text chat session mark, text chat session is transferred to the agent client of selection,
So that user terminal and the agent client of selection is established text chat session, and indicates that the agent client chosen is chatted according to text
The mark of its session obtains the content information of corresponding text chat session from database server 34.
Above-mentioned cti server 31 is also used to: before receiving above-mentioned voice communication request, receiving the text that user terminal issues
Chat request；And source agent client is distributed for user terminal according to pre-set routing rule；And control user terminal
The text chat session is established with source agent client 33.
Correspondingly, the embodiment of the invention also provides a kind of transfer devices, as shown in figure 4, being the structure of the transfer device
Schematic diagram specifically includes:
Receiving unit 41 includes for receiving the session transfer request of cti server transmission, in the session transfer request
Cti server is requested according to the voice communication that user terminal issues during carrying out text chat session with source agent client
And mark, the mark of source agent client and the mark of text chat session for the agent client chosen；
Transmission unit 42, for according to the source agent client for including in the received session transfer request of receiving unit 41
The mark of mark, the mark for the agent client chosen and text chat session is sent to source agent client comprising selection
The Session Hand-off message of the mark of the mark and text chat session of agent client.
Correspondingly, the embodiment of the invention also provides a kind of agent clients, as shown in figure 5, for the agent client
Structural schematic diagram specifically includes:
Receiving unit 51 includes for receiving the Session Hand-off message of transfer device transmission, in the Session Hand-off message
Cti server according to user terminal with agent client carry out text chat session during issue voice communication request and
The mark of the agent client of selection, and include the mark of text chat session；
Buanch unit 52, for attending a banquet according to the selection for including in the received Session Hand-off message of receiving unit 51
The mark of client and the mark of text chat session will correspond to the text chat session of the mark of above-mentioned text chat session
And the content information of corresponding text chat session is transferred to the agent client of the selection.
Wherein, buanch unit 52 can be specifically used for: according to the visitor that attends a banquet for the selection for including in above-mentioned Session Hand-off message
Text chat session, is transferred to the agent client of selection by the mark at family end and the mark of text chat session, keeps user whole
End and the agent client chosen establish text chat session, and indicate the agent client chosen according to text chat session
Mark obtains the content information of corresponding text chat session from database server.
It should be understood by those skilled in the art that, the embodiment of the present invention can provide as method, system or computer program
Product.Therefore, complete hardware embodiment, complete software embodiment or reality combining software and hardware aspects can be used in the present invention
Apply the form of example.Moreover, it wherein includes the computer of computer usable program code that the present invention, which can be used in one or more,
The computer program implemented in usable storage medium (including but not limited to magnetic disk storage, CD-ROM, optical memory etc.) produces
The form of product.
The present invention be referring to according to the method for the embodiment of the present invention, the process of equipment (system) and computer program product
Figure and/or block diagram describe.It should be understood that every one stream in flowchart and/or the block diagram can be realized by computer program instructions
The combination of process and/or box in journey and/or box and flowchart and/or the block diagram.It can provide these computer programs
Instruct the processor of general purpose computer, special purpose computer, Embedded Processor or other programmable data processing devices to produce
A raw machine, so that being generated by the instruction that computer or the processor of other programmable data processing devices execute for real
The device for the function of being specified in present one or more flows of the flowchart and/or one or more blocks of the block diagram.
These computer program instructions, which may also be stored in, is able to guide computer or other programmable data processing devices with spy
Determine in the computer-readable memory that mode works, so that it includes referring to that instruction stored in the computer readable memory, which generates,
Enable the manufacture of device, the command device realize in one box of one or more flows of the flowchart and/or block diagram or
The function of being specified in multiple boxes.
These computer program instructions also can be loaded onto a computer or other programmable data processing device, so that counting
Series of operation steps are executed on calculation machine or other programmable devices to generate computer implemented processing, thus in computer or
The instruction executed on other programmable devices is provided for realizing in one or more flows of the flowchart and/or block diagram one
The step of function of being specified in a box or multiple boxes.
Although preferred embodiments of the present invention have been described, it is created once a person skilled in the art knows basic
Property concept, then additional changes and modifications may be made to these embodiments.So it includes excellent that the following claims are intended to be interpreted as
It selects embodiment and falls into all change and modification of the scope of the invention.
Obviously, various changes and modifications can be made to the invention without departing from essence of the invention by those skilled in the art
Mind and range.In this way, if these modifications and changes of the present invention belongs to the range of the claims in the present invention and its equivalent technologies
Within, then the present invention is also intended to include these modifications and variations.
Claims (10)
1. a kind of transfer system of text chat session, including computer telecommunication integrate cti server, carry out text with user terminal
The source agent client and at least one other agent client of this chat sessions, which is characterized in that it further include transfer device,
In:
Cti server, the language issued during carrying out text chat session with source agent client for receiving user terminal
Sound call request；The client that attends a banquet for responding the voice communication request is chosen from the agent client that the system includes
End；Judge whether the agent client of the source agent client and selection is identical；When the judgment result is No, to transfer device
Send session transfer request；
Transfer device, for receiving the session transfer request of cti server transmission；And according in the session transfer request
The mark of the mark for the source agent client for including, the mark of the agent client of the selection and the text chat session,
The meeting of the mark of the agent client comprising the selection and the mark of the text chat session is sent to source agent client
Talk about Transfer Message；
Source agent client, for the text will to be corresponded to after the Session Hand-off message for receiving transfer device transmission
The content information of the text chat session of the mark of this chat sessions and corresponding text chat session is transferred to the selection
Agent client；
The transfer system further include: database server, for store the text chat session mark and corresponding text
The content information of chat sessions；Then source agent client is specifically used for the seat according to the selection for including in Session Hand-off message
The mark of seat client and the mark of the text chat session, are transferred to attending a banquet for the selection for the text chat session
Client, and indicate the agent client of the selection according to the mark of the text chat session from the database server
The middle content information for obtaining corresponding text chat session.
2. the system as claimed in claim 1, which is characterized in that the cti server is also used to:
Before receiving the voice communication request, the text chat request that the user terminal issues is received；And according to setting in advance
The routing rule set is that the user terminal distributes the source agent client；And the control user terminal and source are attended a banquet visitor
The text chat session is established at family end.
3. a kind of transfer method of text chat session characterized by comprising
Cti server receives the voice communication that user terminal issues during carrying out text chat session with source agent client
Request；
Cti server chooses the agent client for responding the voice communication request；Cti server judges that the source is attended a banquet
Whether client and the agent client of selection are identical；When the judgment result is No, session transfer request is sent to transfer device；
Mark of the transfer device according to the source agent client for including in the session transfer request received, the selection
The mark of agent client and the mark of the text chat session send attending a banquet comprising the selection to source agent client
The Session Hand-off message of the mark of the mark and text chat session of client；
After source agent client receives the Session Hand-off message of transfer device transmission, the text chat meeting will be corresponded to
The content information of the text chat session of the mark of words and corresponding text chat session is transferred to the client that attends a banquet of the selection
End；
The method also includes: database server stores the mark and corresponding text chat session of the text chat session
Content information；Then source agent client will be corresponding to the text chat session of the mark of the text chat session and literary accordingly
The content information of this chat sessions is transferred to the agent client of the selection, specifically includes: source agent client is according to session
The mark of the agent client for the selection for including in Transfer Message and the mark of the text chat session, by the text
Chat sessions are transferred to the agent client of the selection, and indicate the agent client of the selection according to the text chat
The mark of session obtains the content information of corresponding text chat session from the database server.
4. method as claimed in claim 3, which is characterized in that cti server receive user terminal with source agent client
Before carrying out the voice communication request issued during text chat session, the method also includes:
Receive the text chat request that the user terminal issues；And according to pre-set routing rule be the user terminal
Distribute the source agent client；And the control user terminal and source agent client establish the text chat session.
5. a kind of transfer device characterized by comprising
Receiving unit takes in the session transfer request comprising CTI for receiving the session transfer request of cti server transmission
The voice communication that business device issues during carrying out text chat session with source agent client according to user terminal is requested and is selected
The mark of the mark of the agent client taken, the mark of the source agent client and the text chat session；
Transmission unit, for the mark according to the source agent client for including in the received session transfer request of receiving unit
The mark for the agent client know, chosen and the mark of text chat session, sending to source agent client includes the selection
Agent client mark and the text chat session mark Session Hand-off message；
Described device is also used to store the mark of the text chat session and the content information of corresponding text chat session；Then source
Agent client is specifically used for mark and the text according to the agent client of the selection for including in Session Hand-off message
The text chat session, is transferred to the agent client of the selection by the mark of this chat sessions, and indicates the selection
Agent client corresponding text chat session is obtained from database server according to the mark of the text chat session
Content information.
6. a kind of transfer method of text chat session characterized by comprising
Transfer device receives the session transfer request that cti server is sent, and includes cti server root in the session transfer request
The seat of selection according to the voice communication request that user terminal issues during carrying out text chat session with source agent client
The mark of the mark of seat client, the mark of the source agent client and the text chat session；
Transfer device is according to the mark for the source agent client for including in the session transfer request, the agent client of selection
The mark of mark and text chat session sends mark and the institute of the agent client comprising the selection to source agent client
State the Session Hand-off message of the mark of text chat session；
The method also includes: the transfer device stores the mark and corresponding text chat session of the text chat session
Content information；Then source agent client is specifically used for the agent client according to the selection for including in Session Hand-off message
The text chat session, is transferred to the agent client of the selection by the mark of mark and the text chat session, and
Indicate that the agent client of the selection is obtained from database server accordingly according to the mark of the text chat session
The content information of text chat session.
7. a kind of agent client characterized by comprising
Receiving unit includes CTI clothes for receiving the Session Hand-off message of transfer device transmission, in the Session Hand-off message
Business device according to user terminal with the agent client carry out text chat session during issue voice communication request and
The mark of the agent client of selection, and include the mark of the text chat session；
Buanch unit, for the client that attends a banquet according to the selection for including in the received Session Hand-off message of receiving unit
The mark at end and the mark of the text chat session, will correspond to the text chat session of the mark of the text chat session
And the content information of corresponding text chat session is transferred to the agent client of the selection；
The client is also used to store the mark of the text chat session and the content information of corresponding text chat session；Then
Source agent client is specifically used for according to the mark of the agent client of the selection for including in Session Hand-off message and described
The text chat session, is transferred to the agent client of the selection by the mark of text chat session, and indicates the choosing
The agent client taken obtains corresponding text chat meeting according to the mark of the text chat session from database server
The content information of words.
8. agent client as claimed in claim 7, which is characterized in that buanch unit is specifically used for:
According to the mark and the text chat session of the agent client for the selection for including in the Session Hand-off message
Mark, the text chat session is transferred to the agent client of the selection, and indicate the client that attends a banquet of the selection
End obtains the content information of corresponding text chat session according to the mark of the text chat session from database server.
9. a kind of transfer method of text chat session characterized by comprising
Agent client receives the Session Hand-off message that transfer device is sent, and includes CTI service in the Session Hand-off message
The voice communication that device issues during carrying out text chat session with the agent client according to user terminal is requested and is selected
The mark of the agent client taken, and include the mark of the text chat session；
The mark of the agent client for the selection for including in the Session Hand-off message based on the received and the text are chatted
The mark of its session will correspond to the text chat session and corresponding text chat session of the mark of the text chat session
Content information be transferred to the agent client of selection；
The method also includes: store the mark of the text chat session and the content information of corresponding text chat session；Then
Source agent client is specifically used for according to the mark of the agent client of the selection for including in Session Hand-off message and described
The text chat session, is transferred to the agent client of the selection by the mark of text chat session, and indicates the choosing
The agent client taken obtains corresponding text chat meeting according to the mark of the text chat session from database server
The content information of words.
10. method as claimed in claim 9, which is characterized in that the text of the mark of the text chat session will be corresponded to
Chat sessions and the content information of corresponding text chat session are transferred to the agent client of selection, specifically include:
According to the mark of the agent client for the selection for including in Session Hand-off message and the mark of the text chat session
Know, the text chat session is transferred to the agent client of the selection, and indicate the agent client root of the selection
The content information of corresponding text chat session is obtained from database server according to the mark of the text chat session.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210387160.7A CN103731337B (en) | 2012-10-12 | 2012-10-12 | Transfer method, system and the device and agent client of text chat session |
| PCT/CN2013/083571 WO2014056387A1 (en) | 2012-10-12 | 2013-09-16 | Method, system and device for transferring text chat session, and agent client |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210387160.7A CN103731337B (en) | 2012-10-12 | 2012-10-12 | Transfer method, system and the device and agent client of text chat session |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN103731337A CN103731337A (en) | 2014-04-16 |
| CN103731337B true CN103731337B (en) | 2018-12-04 |
Family
ID=50455272
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201210387160.7A Active CN103731337B (en) | 2012-10-12 | 2012-10-12 | Transfer method, system and the device and agent client of text chat session |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN103731337B (en) |
| WO (1) | WO2014056387A1 (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107018243A (en) * | 2016-01-28 | 2017-08-04 | 中国移动通信集团辽宁有限公司 | A kind of call information processing method and device |
| US9762734B1 (en) * | 2017-01-20 | 2017-09-12 | TEN DIGIT Communications LLC | Intermediary device for data message network routing |
| JP6521397B2 (en) * | 2017-07-05 | 2019-05-29 | Ｎｅｃプラットフォームズ株式会社 | Telephone system, telephone, and telephone transfer method |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101072190A (en) * | 2007-03-30 | 2007-11-14 | 腾讯科技（深圳）有限公司 | Instant messaging session transferring method and system |
| CN101076059A (en) * | 2007-03-28 | 2007-11-21 | 腾讯科技（深圳）有限公司 | Customer service system and method based on instant telecommunication |
| CN101478612A (en) * | 2009-02-03 | 2009-07-08 | 中国电信股份有限公司 | Commodity preordering method and system based on instant communication supporting call center |
| CN101588312A (en) * | 2008-05-19 | 2009-11-25 | 北京亿企通信息技术有限公司 | The method and system that a kind of user chats and in time transfers |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN100589509C (en) * | 2007-08-20 | 2010-02-10 | 中兴通讯股份有限公司 | Call conversion method and call forward system based on SIP protocol |
| CN102546986A (en) * | 2011-12-14 | 2012-07-04 | 中兴通讯股份有限公司 | Call center, method of calling, client side and agent service side |
-
2012
- 2012-10-12 CN CN201210387160.7A patent/CN103731337B/en active Active
-
2013
- 2013-09-16 WO PCT/CN2013/083571 patent/WO2014056387A1/en active Application Filing
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101076059A (en) * | 2007-03-28 | 2007-11-21 | 腾讯科技（深圳）有限公司 | Customer service system and method based on instant telecommunication |
| CN101072190A (en) * | 2007-03-30 | 2007-11-14 | 腾讯科技（深圳）有限公司 | Instant messaging session transferring method and system |
| CN101588312A (en) * | 2008-05-19 | 2009-11-25 | 北京亿企通信息技术有限公司 | The method and system that a kind of user chats and in time transfers |
| CN101478612A (en) * | 2009-02-03 | 2009-07-08 | 中国电信股份有限公司 | Commodity preordering method and system based on instant communication supporting call center |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2014056387A1 (en) | 2014-04-17 |
| CN103731337A (en) | 2014-04-16 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN103533189B (en) | The distribution method and device of mobile agent call | |
| CN104170337B (en) | A kind of method and apparatus for being used to promote the Unified Communication session on wireless network | |
| CN105072297B (en) | The speech-sound intelligent adapting system of call center | |
| CN104092696B (en) | The virtual-number communication means and the business platform equipment of operator of cross operator | |
| CN102299810B (en) | Method and system for notifying group change event | |
| CN105991707B (en) | Multimedia interaction method, server and system | |
| US20130035079A1 (en) | Method and system for establishing data commuication channels | |
| WO2012163075A1 (en) | Video conferencing processing method, apparatus and communication system | |
| CN106487644A (en) | A kind of communication means and system | |
| KR101718186B1 (en) | Local media rendering | |
| CN107888787A (en) | A kind of processing method and processing device of media access request | |
| CN103731337B (en) | Transfer method, system and the device and agent client of text chat session | |
| AU2007316108B2 (en) | Session based communication | |
| CN103873354B (en) | A kind of instant communication client and service end | |
| CN106128468A (en) | Audio communication method and device | |
| CN106034125A (en) | IP voice communication falling back method, apparatus, system and terminal equipment thereof | |
| CN104349499B (en) | The access system and method for session access, mobile terminal and call center's communication | |
| CN106230915B (en) | A method of realizing function machine intelligence communication | |
| CN103973721B (en) | Multimedia conferencing mothed of participating, control method, transmission method, apparatus and system | |
| CN103916823A (en) | Method and apparatus for creating mobile conference call | |
| CN110493022A (en) | A kind of method for building up, the apparatus and system of tripartite's session | |
| CN102185870B (en) | Method and system for realizing mode switch between instant messaging and network conference | |
| CN105141793B (en) | Call the diversion processing method overflowed and system | |
| CN102946414B (en) | The synchro system of the interactive information of a kind of social network and Internet video and method | |
| CN101026814A (en) | Session establishment floor assignment method and system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |