CN103856641A - Method, device and system for processing voice call - Google Patents
Method, device and system for processing voice call Download PDFInfo
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- CN103856641A CN103856641A CN201210520781.8A CN201210520781A CN103856641A CN 103856641 A CN103856641 A CN 103856641A CN 201210520781 A CN201210520781 A CN 201210520781A CN 103856641 A CN103856641 A CN 103856641A
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Abstract
The embodiment of the invention relates to a method, device and system for processing a voice call. The method includes the steps of receiving a first call instruction which is forwarded by an ACD and sent by an external terminal, obtaining a first number and a second number of an internal terminal according to the first call instruction, sending a second call instruction to a PBX through the ACD by means of the first number of the internal terminal, receiving response information which is forwarded by the ACD and sent by the PBX, and sending the second number to the PBX through the ACD so that the PBX can call the internal terminal according to the second number and the voice call can be set up between the external terminal and the internal terminal, wherein the first number is specifically the central exchange number of the PBX to which the internal terminal belongs, and the second number of specifically the extension number corresponding to the internal terminal.
Description
Technical field
The present invention relates to communication technique field, relate in particular to a kind of processing method, equipment and system of audio call.
Background technology
Current, along with construction difficulty, Maintenance Difficulty, variation difficulty, the appearance of high in cost of production inferior position and the development of the Internet of the self-built type of tradition liaison centre, trustship type liaison centre rises.The seat that trustship type liaison centre is enterprise customer by the Internet Web/ Internet service WebService provides data/voice service.
Aspect audio call, user uses agent phone to pass through PSTN/next generation network (Public Switched Telephone Network, PSTN/Next Generation Network, NGN) direct-dial telephone, as shown in Figure 1, trustship type liaison centre is deployed in server side, and enterprise customer provides service by the network such as the Internet and PSTN/NGN to client.In Fig. 1, comprise multiple enterprise customers (for example, enterprise customer 1, enterprise customer 2... enterprise customer N), in each enterprise customer, there are again some corresponding seats (for example, the seat 1 in Fig. 1, seat 2... seat N etc.).
Each seat comprises client and direct-dial telephone, general seat software provides control/data, services function by the seat call device of trustship type liaison centre via the Internet (Internet), agent phone adopts direct-dial telephone, the telephone number that is each phone of attending a banquet is fixing unique, and client is directly communicated with by dialing each telephone number of attending a banquet; General seat software and direct-dial telephone binding, for client provides the voice service of getting in touch with trustship type liaison centre.
At present, trustship type of the prior art liaison centre technology, need to provide service for seat with through phone, therefore,, while increasing when attending a banquet, need to constantly apply for that new phone provides telephone service, attend a banquet when too much when enterprise, cause enterprise customer's use inconvenience, ease for use is low.
Summary of the invention
The object of the embodiment of the present invention be for solve prior art when enterprise attend a banquet increase time, need to constantly apply for that new phone provides telephone service, cause enterprise customer's use inconvenience, the problem that ease for use is low, provides a kind of processing method, equipment and system of audio call.
In first aspect, the embodiment of the present invention provides a kind of processing method of audio call, and described method comprises:
Receive the first call instruction of the exterior terminal initiation of automatic call distribution device A CD forwarding;
According to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Utilize the first number of described inside terminals, initiate the second call instruction by described ACD to described PBX;
Receive the response message of the described PBX transmission of described ACD forwarding;
Send described the second number by described ACD to described PBX, to make described PBX according to inside terminals described in described the second number call, thereby make described exterior terminal and described inside terminals set up audio call.
In the possible implementation of the first, described according to described the first call instruction, the first number and the second number that obtain inside terminals are specially:
According to described the first call instruction, select idle seat;
When the type of corresponding inside terminals of attending a banquet described in determining is total extension set pattern, obtain the first number of described inside terminals and the second number of described inside terminals.
In conjunction with the possible implementation of the first of first aspect or first aspect, in the possible implementation of the second, before the first call instruction that the exterior terminal that the automatic call distribution device A of described reception CD forwards is initiated, also comprise:
The reception message that logs on that the client corresponding with described inside terminals that server forwards send of attending a banquet, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
By the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
In conjunction with the possible implementation of the second of first aspect or first aspect, in the third possible implementation, when the described type of corresponding inside terminals of attending a banquet described in determining is total extension set pattern, obtain the first number of described inside terminals and the second number of described inside terminals is specially
Inquire about described local information database, the type of the corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
In conjunction with the third possible implementation of first aspect or first aspect, in the 4th kind of possible implementation, describedly send described the second number by described ACD to described PBX and be specially:
Send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.
In second aspect, the embodiment of the present invention provides a kind of processing unit of audio call, and described device comprises:
The first receiving element, the first call instruction of initiating for receiving the exterior terminal of automatic call distribution device A CD forwarding;
Acquiring unit, be used for according to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Calling unit, for utilizing the first number of described inside terminals, initiates the second call instruction by described ACD to described PBX;
The second receiving element, the response message sending for receiving the described PBX of described ACD forwarding;
Transmitting element, for sending described the second number by described ACD to described PBX, described PBX is according to inside terminals described in described the second number call, thereby makes described exterior terminal and described inside terminals set up audio call.
In the possible implementation of the first, described acquiring unit specifically comprises:
Chooser unit, for according to described the first call instruction, selects idle seat;
Determine subelement, while being total extension set pattern for the type of corresponding inside terminals of attending a banquet described in determining, obtain the first number of described inside terminals and the second number of described inside terminals.
In conjunction with the possible implementation of the first of second aspect or second aspect, in the third possible implementation, described device also comprises:
The 3rd receiving element, for receiving the message that logs on that the client corresponding with described inside terminals that the server of attending a banquet forwards send, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
Memory cell, for by the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
In conjunction with the third possible implementation of second aspect or second aspect, in the 4th kind of possible implementation, described definite subelement specifically for,
Inquire about described local information database, the type of the corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
In conjunction with the 4th kind of possible implementation of second aspect or second aspect, in the 5th kind of possible implementation, described transmitting element specifically for,
Send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.
In the third aspect, the embodiment of the present invention provides a kind for the treatment of system of audio call, and described system comprises: the processing unit of the audio call providing as second aspect present invention.
In the possible implementation of the first, described system also comprises: automatic call distributing equipment ACD.
In conjunction with the possible implementation of the first of the third aspect or the third aspect, in the possible implementation of the second, described system also comprises: user class switch PBX.
Processing method, the equipment and system of the audio call providing by the application embodiment of the present invention, the first call instruction that computer telephone integration platform CTI initiates according to exterior terminal, to user class switch, PBX initiates the second call instruction, receiving after the response message of PBX transmission, send the second number by ACD to PBX, PBX is according to the second number call inside terminals, thereby makes exterior terminal and inside terminals set up audio call.The processing method of the audio call that the embodiment of the present invention provides and device, trustship liaison centre and user class switch are combined, avoid in prior art attending a banquet while increasing when enterprise, need to constantly apply for that new phone provides telephone service, cause enterprise customer's use inconvenience, the problem that ease for use is low, saves entreprise cost, has also improved the reliability of audio call simultaneously.
Accompanying drawing explanation
Fig. 1 is trustship liaison centre structural representation in prior art;
The process flow figure of the audio call that Fig. 2 provides for the embodiment of the present invention one;
The processing method signaling diagram of a kind of audio call that Fig. 3 provides for the embodiment of the present invention;
The processing method signaling diagram of the another kind of audio call that Fig. 4 provides for the embodiment of the present invention;
The processing unit of the audio call that Fig. 5 provides for the embodiment of the present invention two;
The processing unit of the audio call that Fig. 6 provides for the embodiment of the present invention three.
Embodiment
For making the object, technical solutions and advantages of the present invention clearer, below in conjunction with accompanying drawing, the specific embodiment of the invention is described in further detail.
The processing method of the audio call that the detailed description embodiment of the present invention provides as an example of Fig. 2 example below, the process flow figure of the audio call that Fig. 2 provides for the embodiment of the present invention one, subject of implementation is computer telephone integration platform (Computer Telephony Integration, CTI) in embodiments of the present invention.As shown in Figure 2, this embodiment comprises the following steps:
Particularly, external user uses exterior terminal to initiate the first call instruction to the trustship liaison centre of enterprise, this first call instruction arrives automatic call distributing equipment (the Automatic CallDistribution of trustship liaison centre, ACD), through the forwarding of ACD, arrive the CTI of trustship liaison centre again.CTI receives the first call instruction of the exterior terminal initiation of ACD forwarding.
Further, this first call instruction also can be passed through the forwarding of PSTN (Public SwitchedTelephone Network, PSTN), arrives ACD, then through the forwarding of ACD, arrives CTI; Or this first call instruction also can be passed through the forwarding of next generation network (Next Generation Network, NGN), arrive ACD, then through the forwarding of ACD, arrive CTI; Or this first call instruction also can be passed through the forwarding of IP Multimedia System (IP Multimedia Subsystem, IMS), arrive ACD, then through the forwarding of ACD, arrive CTI.
Above-mentioned repeating process, can set voluntarily according to actual conditions.
In the embodiment of the present application, by the forwarding of PSTN, arrive ACD with the first call instruction, then through the forwarding of ACD, arriving CTI is that example describes.
Particularly, in described the first call instruction, carry the demand information of external user.CTI receives after the first call instruction, after the first call instruction is resolved, extract the demand information of external user, clearly exist exterior terminal to wish to set up audio call with the inside terminals of trustship liaison centre, CTI, according to the first call instruction, obtains the first number and second number of inside terminals.
Further, described according to described the first call instruction, the first number and the second number that obtain described inside terminals are specially:
CTI, according to the user's request information in the first call instruction, selects idle attending a banquet, and for example, if the demand information of external user is complaint category information, CTI complains attending a banquet of category information according to complaining category information inquiry to answer; If the demand information of external user is service class information, CTI is according to complaining category information inquiry can answer attending a banquet of service class information.
CTI inquires while there is the idle seating corresponding with the demand information of external user according to user's demand information, determine the type of the corresponding inside terminals of attending a banquet, in the time determining that the type of inside terminals is total extension set pattern, from local information database, obtain the first number and second number of the inside terminals marking matched with this.
The first number of described inside terminals is specially: the general number of the user class switch (Private Branch Exchange, PBX) under described inside terminals; The second number of described inside terminals is specially: the extension corresponding with described inside terminals.
Particularly, CTI obtains after the first number of inside terminals from local information database, using described the first number as calling number, initiates the second call instruction.This second call instruction is by the forwarding of ACD, arrives PSTN, then through the forwarding of PSTN, arrives PBX.The second call instruction arrives after PBX, and PBX replys.
Further, according to the description of step 220, CTI is obtaining after first number and the second number of inside terminals, the access message sending to the server of attending a banquet, described access message comprise inside terminals that CTI inquires identification information and the identification information of external user, after PBX replys the second call instruction, now, attend a banquet server according to the identification information of inside terminals, send to call out to the client corresponding with this inside terminals and arrive message, arrive in calling the identification information that carries external user in message, described calling arrives message and arrives in order to inform that client has been about to call out, client is according to the identification information of external user, inquire the relevant information of external user, and the relevant information of external user is presented in the terminal of loading client.
Particularly, PBX receives after the second call instruction of the CTI initiation being forwarded by ACD and PSTN, the second call instruction is replied, PBX sends response message by PSTN and ACD to CTI, be that PBX sends response message to PSTN, PSTN is forwarded to ACD by response message after receiving response message, and ACD is forwarded to CTI by response message after receiving response message.
CTI receives after the response message of PBX transmission, resolves this response message, and meanwhile, specifying PBX is the response to the second call instruction before, in described response message, carries information.CTI extracts after information from response message, specifies PBX prompting dialing again, that is to say that PBX prompting CTI dials the second number of inside terminals.
Particularly, CTI, according to information, sends the second number by ACD and PSTN to PBX, and PBX is according to the second number call inside terminals, thereby makes exterior terminal and inside terminals set up audio call.
Further, CTI sends the second number by ACD to PBX and is specially:
CTI is according to information, by the second local number portability of the inside terminals obtaining from local information database in notification message, and send described notification message to ACD, described notification message is used for notifying ACD to send dual tone multi-frequency dtmf message by PSTN to PBX, ACD receives after notification message, specifying CTI requires self to send DTMF message by PSTN to PBX, ACD resolves and extracts the information in notification message, by the second local number portability of inside terminals in DTMF message, and send DTMF message to PSTN, PSTN receives after DTMF message, again DTMF message is forwarded to PBX, PBX receives after DTMF message, DTMF message is resolved, therefrom extract the second number of inside terminals, according to the second number call inside terminals of inside terminals, the calling that inside terminals is initiated for PBX, transmit a reply message, thereby make exterior terminal and inside terminals set up audio call.
Alternatively, before step 210, the embodiment of the present invention also comprises the step that logs on of following inside terminals, by the step that logs on of inside terminals, can facilitate CTI to select idle attending a banquet, and improves the treatment effeciency of CTI.
The reception message that logs on that the client corresponding with described inside terminals that server forwards send of attending a banquet, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
By the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
Particularly, before execution step 210, CTI receives the message that logs on being sent by the client corresponding with inside terminals of the server forwarding of attending a banquet, and logs on message and carries the first number of the type of inside terminals, inside terminals and the second number of inside terminals; CTI receives and logs on after message, resolve and extract to log on the content that message is carried, by the type of the inside terminals extracting from log on message, the first number and the second number storage in local information database; After having stored, CTI sends results messages to the server of attending a banquet, and notifies the server of attending a banquet to forward results messages to client, and results messages is used for informing client stores result.
Further, the type of described inside terminals specifically comprises: direct dialing pattern and total extension set pattern.The results messages that described CTI sends specifically comprises: storage successful information and storage failure information.
CTI is in the time storing the type of inside terminals, the first number and the second number, first identify type, the first number and the second number of in local data base, whether having stored this inside terminals, in a preferred embodiment, if stored this inside terminals in the local data base of CTI, the results messages that CTI sends is carried storage failure information; In another preferred embodiment, if do not store this inside terminals in the local data base of CTI, the results messages that CTI sends is carried storage successful information.
CTI by the type of inside terminals, the first number and the second number storage in local data base, for CTI according to the first call instruction, when what selection was idle attends a banquet, by searching the type of the inside terminals of storing in local data base, and then obtain the first number and second number of inside terminals.
Further, PBX in the invention described above embodiment also has with shaking function, the described same function of shaking refers to, by the number binding of any number of inside terminals, in a preferred embodiment, PBX adopts with the function of shaking and calls out inside terminals, any number of inside terminals can respond the calling of PBX simultaneously, in the time that the inside terminals of PBX calling cannot respond this calling, can respond this calling by another inside terminals, improve the reliability of calling out.
The processing method of the audio call providing by the application embodiment of the present invention, the first call instruction that computer telephone integration platform CTI initiates according to exterior terminal, to user class switch, PBX initiates the second call instruction, receiving after the response message of PBX transmission, send the second number by ACD to PBX, PBX is according to the second number call inside terminals, thereby makes exterior terminal and inside terminals set up audio call.The processing method of the audio call that the embodiment of the present invention provides, trustship liaison centre and user class switch are combined, avoid in prior art attending a banquet while increasing when enterprise, need to constantly apply for that new phone provides telephone service, cause enterprise customer's use inconvenience, the problem that ease for use is low, saves entreprise cost, has also improved the reliability of audio call simultaneously.
The processing method signaling diagram of a kind of audio call that further, Fig. 3 provides for the embodiment of the present invention; Signaling diagram shown in Fig. 3 is that PBX does not adopt when shaking function, and CTI and PBX carry out the processing procedure of audio call, the processing method signaling diagram of the another kind of audio call that Fig. 4 provides for the embodiment of the present invention; Signaling diagram shown in Fig. 4 is that PBX adopts while shaking function together, and CTI and PBX carry out the processing procedure of audio call, and the process that the processing method of the audio call in Fig. 3 and Fig. 4 all can be described according to previous embodiment is carried out, and no longer repeats at this.
The method that above-mentioned multiple embodiment describes all can realize the processing method of audio call, correspondingly, the embodiment of the present invention two also provides a kind of processing unit of audio call, in order to realize the processing method of the audio call in embodiment mono-, as shown in Figure 5, the processing unit of described audio call comprises: the first receiving element 510, acquiring unit 520, calling unit 530, the second receiving element 540 and transmitting element 550.
The first receiving element 510 in described device, the first call instruction of initiating for receiving the exterior terminal of automatic call distribution device A CD forwarding;
Acquiring unit 520, be used for according to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Calling unit 530, for utilizing the first number of described inside terminals, initiates the second call instruction by described ACD to described PBX;
The second receiving element 540, the response message sending for receiving the described PBX of described ACD forwarding;
Transmitting element 550, for sending described the second number by described ACD to described PBX, to make described PBX according to inside terminals described in described the second number call, thereby makes described exterior terminal and described inside terminals set up audio call.
Described acquiring unit 520 specifically comprises: chooser unit 521, for according to described the first call instruction, select idle seat;
Determine subelement 522, while being total extension set pattern for the type of corresponding inside terminals of attending a banquet described in determining, obtain the first number of described inside terminals and the second number of described inside terminals.
Described device also comprises: the 3rd receiving element 560, for receiving the message that logs on that the client corresponding with described inside terminals that the server of attending a banquet forwards send, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
Described definite subelement 522 specifically for, inquire about described local information database, the type of corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
Described transmitting element 550 specifically for, send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.Therefore, the processing unit of the audio call providing by the application embodiment of the present invention, the first call instruction that the processing unit of audio call is initiated according to exterior terminal, to user class switch, PBX initiates the second call instruction, receiving after the response message of PBX transmission, send the second number by ACD to PBX, PBX is according to the second number call inside terminals, thereby makes exterior terminal and inside terminals set up audio call.The processing unit of the audio call that the embodiment of the present invention provides, trustship liaison centre and user class switch are combined, avoid in prior art attending a banquet while increasing when enterprise, need to constantly apply for that new phone provides telephone service, cause enterprise customer's use inconvenience, the problem that ease for use is low, saves entreprise cost, has also improved the reliability of audio call simultaneously.
In addition, the processing unit of the audio call that the embodiment of the present invention provides can also adopt implementation as follows, and in order to realize the processing method of the audio call in the embodiment of the present invention one, as shown in Figure 6, the processing unit of described audio call comprises; Network interface 610, processor 620 and memory 630.System bus 640 is for interconnection network interface 610, processor 620 and memory 630.
In the time starting, these component softwares are loaded in memory 630, are then accessed and carry out as given an order by processor 620:
Receive the first call instruction of the exterior terminal initiation of automatic call distribution device A CD forwarding;
According to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Utilize the first number of described inside terminals, initiate the second call instruction by described ACD to described PBX;
Receive the response message of the described PBX transmission of described ACD forwarding;
Send described the second number by described ACD to described PBX, to make described PBX according to inside terminals described in described the second number call, thereby make described exterior terminal and described inside terminals set up audio call.
Further, after the component software of described processor access memory 630, carry out according to described the first call instruction, obtain the first number of inside terminals and the instruction of the second number process:
According to described the first call instruction, select idle seat;
When the type of corresponding inside terminals of attending a banquet described in determining is total extension set pattern, obtain the first number of described inside terminals and the second number of described inside terminals.
Further, after the component software of described processor access memory 630, carry out the instruction of following process:
The reception message that logs on that the client corresponding with described inside terminals that server forwards send of attending a banquet, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
By the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
Further, after the component software of described processor access memory 630, when the type of the corresponding inside terminals of attending a banquet described in execution is definite is total extension set pattern, the instruction of obtaining the first number of described inside terminals and the second number process of described inside terminals:
Inquire about described local information database, the type of the corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
Further, after the component software of described processor access memory 630, carry out the instruction that sends described the second number process by described ACD to described PBX:
Send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.
Correspondingly, the embodiment of the present invention also provides a kind for the treatment of system of audio call, described system comprises, the processing unit of the audio call that the embodiment of the present invention two provides.
Further, the treatment system of the audio call that the embodiment of the present invention provides, also comprises automatic call distributing equipment ACD.
Further, the treatment system of the audio call that the embodiment of the present invention provides, also comprises user class switch PBX.
Therefore, the processing unit of the audio call providing by the application embodiment of the present invention, the first call instruction that the processing unit of audio call is initiated according to exterior terminal, to user class switch, PBX initiates the second call instruction, receiving after the response message of PBX transmission, send the second number by ACD to PBX, PBX is according to the second number call inside terminals, thereby makes exterior terminal and inside terminals set up audio call.The processing unit of the audio call that the embodiment of the present invention provides, trustship liaison centre and user class switch are combined, avoid in prior art attending a banquet while increasing when enterprise, need to constantly apply for that new phone provides telephone service, cause enterprise customer's use inconvenience, the problem that ease for use is low, saves entreprise cost, has also improved the reliability of audio call simultaneously.
Professional should further recognize, unit and the algorithm steps of each example of describing in conjunction with embodiment disclosed herein, can realize with electronic hardware, computer software or the combination of the two, for the interchangeability of hardware and software is clearly described, composition and the step of each example described according to function in the above description in general manner.These functions are carried out with hardware or software mode actually, depend on application-specific and the design constraint of technical scheme.Professional and technical personnel can realize described function with distinct methods to each specifically should being used for, but this realization should not thought and exceeds scope of the present invention.
The software module that the method for describing in conjunction with embodiment disclosed herein or the step of algorithm can use hardware, processor to carry out, or the combination of the two is implemented.Software module can be placed in the storage medium of any other form known in random asccess memory (RAM), internal memory, read-only memory (ROM), electrically programmable ROM, electrically erasable ROM, register, hard disk, moveable magnetic disc, CD-ROM or technical field.
Above-described embodiment; object of the present invention, technical scheme and beneficial effect are further described; institute is understood that; the foregoing is only the specific embodiment of the present invention; the protection range being not intended to limit the present invention; within the spirit and principles in the present invention all, any modification of making, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.
Claims (13)
1. a processing method for audio call, is characterized in that, described method comprises:
Receive the first call instruction of the exterior terminal initiation of automatic call distribution device A CD forwarding;
According to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Utilize the first number of described inside terminals, initiate the second call instruction by described ACD to described PBX;
Receive the response message of the described PBX transmission of described ACD forwarding;
Send described the second number by described ACD to described PBX, to make described PBX according to inside terminals described in described the second number call, thereby make described exterior terminal and described inside terminals set up audio call.
2. the processing method of audio call according to claim 1, is characterized in that, described according to described the first call instruction, and the first number and the second number that obtain inside terminals specifically comprise:
According to described the first call instruction, select idle seat;
When the type of corresponding inside terminals of attending a banquet described in determining is total extension set pattern, obtain the first number of described inside terminals and the second number of described inside terminals.
3. the processing method of audio call according to claim 2, is characterized in that, before the first call instruction that the exterior terminal that the automatic call distribution device A of described reception CD forwards is initiated, also comprises:
The reception message that logs on that the client corresponding with described inside terminals that server forwards send of attending a banquet, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
By the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
4. the processing method of audio call according to claim 3, is characterized in that, when the described type of corresponding inside terminals of attending a banquet described in determining is total extension set pattern, obtains the first number of described inside terminals and the second number of described inside terminals is specially,
Inquire about described local information database, the type of the corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
5. the processing method of audio call according to claim 4, is characterized in that, describedly send described the second number by described ACD to described PBX and be specially,
Send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.
6. a processing unit for audio call, is characterized in that, described device comprises:
The first receiving element, the first call instruction of initiating for receiving the exterior terminal of automatic call distribution device A CD forwarding;
Acquiring unit, be used for according to described the first call instruction, obtain the first number and second number of inside terminals, described the first number is specially the general number of the user class switch PBX under described inside terminals, and described the second number is specially the extension corresponding with described inside terminals;
Calling unit, for utilizing the first number of described inside terminals, initiates the second call instruction by described ACD to described PBX;
The second receiving element, the response message sending for receiving the described PBX of described ACD forwarding;
Transmitting element, for sending described the second number by described ACD to described PBX, to make described PBX according to inside terminals described in described the second number call, thereby makes described exterior terminal and described inside terminals set up audio call.
7. the processing unit of audio call according to claim 6, is characterized in that, described acquiring unit specifically comprises:
Chooser unit, for according to described the first call instruction, selects idle seat;
Determine subelement, while being total extension set pattern for the type of corresponding inside terminals of attending a banquet described in determining, obtain the first number of described inside terminals and the second number of described inside terminals.
8. the processing unit of audio call according to claim 7, is characterized in that, described device also comprises:
The 3rd receiving element, for receiving the message that logs on that the client corresponding with described inside terminals that the server of attending a banquet forwards send, described in log on type, the first number of described inside terminals and the second number of described inside terminals that message comprises described inside terminals;
Memory cell, for by the second number storage of the first number of the type of described inside terminals, described inside terminals and described inside terminals in local information database.
9. the processing unit of audio call according to claim 8, is characterized in that, described definite subelement specifically for,
Inquire about described local information database, the type of the corresponding inside terminals of attending a banquet described in determining;
In the time that the type of the corresponding inside terminals of attending a banquet described in determining is total extension set pattern, from described local information database, obtain the first number of described inside terminals and the second number of described inside terminals.
10. the processing unit of audio call according to claim 9, is characterized in that, described transmitting element specifically for,
Send a notification message to described ACD, described notification message comprises the second number of described inside terminals, for described ACD by the second local number portability of described inside terminals in dual tone multi-frequency dtmf message, and send described DTMF message to described PBX.
The treatment system of 11. 1 kinds of audio calls, is characterized in that, described system comprises: if claim 6 is to the processing unit of the audio call as described in the arbitrary claim of claim 10.
The treatment system of 12. audio calls according to claim 11, is characterized in that, described system also comprises: automatic call distributing equipment ACD.
13. according to the treatment system of the audio call described in claim 11 or 12 any one, it is characterized in that, described system also comprises: user class switch PBX.
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