CN103856641B - method, device and system for processing voice call - Google Patents
method, device and system for processing voice call Download PDFInfo
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- CN103856641B CN103856641B CN201210520781.8A CN201210520781A CN103856641B CN 103856641 B CN103856641 B CN 103856641B CN 201210520781 A CN201210520781 A CN 201210520781A CN 103856641 B CN103856641 B CN 103856641B
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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, more particularly, to a kind of processing method of audio call, device and system.
Background technology
Currently, with the appearance building the inferior positions such as hardly possible, Maintenance Difficulty, change hardly possible, cost height of traditional self-built type liaison centre
And the development of the Internet, trustship type liaison centre rises.Trustship type liaison centre passes through the Internet web/ the Internet and takes
Business webservice provides data/voice service for the seat of enterprise customer.
In terms of 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 Fig. 1 institute
Show, trustship type liaison centre is deployed in server side, and enterprise customer by networks such as the Internet and pstn/ngn come to client
Service is provided.In FIG, including multiple enterprise customers (for example, enterprise customer 1, enterprise customer 2 ... enterprise customer n), each enterprise
There are some corresponding seats (for example, the seat 1 in Fig. 1, seat 2 ... seat n etc.) in industry user again.
Each seat includes client and direct-dial telephone, and general seat software passes through the seat call device warp of trustship type liaison centre
There is provided control/data, services function by the Internet (internet), agent phone adopts direct-dial telephone, i.e. each agent phone
Telephone number is fixing unique, and client is directly connected by dialing the telephone number of each seat；General seat software is tied up with direct-dial telephone
Fixed, to provide the voice service of contact trustship type liaison centre for client.
At present, trustship type liaison centre of the prior art technology, needs to provide clothes using through phone for seat
Business, therefore, when seat increases, needs constantly to apply for new phone to provide telephone service, when enterprise's seat is excessive, makes
Become enterprise customer's to use inconvenience, ease for use is low.
Content of the invention
The purpose of the embodiment of the present invention be in order to solve prior art when enterprise seat increases, need constantly to apply for
New phone, to provide telephone service, causes using of enterprise customer inconvenient, the low problem of ease for use, there is provided a kind of voice is exhaled
Processing method, device and the system cried.
In a first aspect, embodiments providing a kind of processing method of audio call, methods described includes:
Receive the first call instruction automatically calling the exterior terminal initiation that distributing equipment acd forwards；
According to described first call instruction, obtain the first number and second number of inside terminals, described first number tool
Body is the general number of the user class switch pbx belonging to described inside terminals, and described second number is specially and described inside
The corresponding extension of terminal；
Using the first number of described inside terminals, the second call instruction is initiated to described pbx by described acd；
Receive the response message of the described pbx transmission that described acd forwards；
Described second number is sent to described pbx by described acd, so that described pbx exhales according to described second number
It is described inside terminals, so that described exterior terminal and described inside terminals set up audio call.
In the first possible implementation, described according to described first call instruction, obtain the first of inside terminals
Number and the second number particularly as follows:
According to described first call instruction, select idle seat；
When the type determining the corresponding inside terminals of described seat is for total extension set pattern, obtain the first of described inside terminals
Number and the second number of described inside terminals.
In conjunction with the first possible implementation of first aspect or first aspect, in the possible implementation of second
In, also include before the first call instruction that the described exterior terminal receiving calling distributing equipment acd forwarding automatically is initiated:
What the client corresponding with described inside terminals that receiving position server forwards sent logs on message, described logs on
Message includes the second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals；
Second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals is deposited
Storage is in local information database.
In conjunction with the possible implementation of the second of first aspect or first aspect, in the third possible implementation
In, when the described type determining the corresponding inside terminals of described seat is total extension set pattern, obtain the first of described inside terminals
Second number of number and described inside terminals specifically,
Inquire about described local information database, determine the type of the corresponding inside terminals of described seat；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, from described local information database
Middle acquisition 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
In, described by described acd to described pbx send described second number particularly as follows:
Send a notification message to described acd, described notification message includes the second number of described inside terminals, for described
Acd by the second local number portability of described inside terminals in dual-tone multifrequency dtmf message, and to described pbx send described dtmf disappear
Breath.
In second aspect, embodiments provide a kind of processing meanss of audio call, described device includes:
First receiving unit, for receiving the first calling that the exterior terminal that automatic calling distributing equipment acd forwards is initiated
Instruction；
Acquiring unit, for according to described first call instruction, obtaining the first number and second number of inside terminals, institute
State the general number that the first number is specially the user class switch pbx belonging to described inside terminals, described second number is concrete
It is extension corresponding with described inside terminals；
Calling unit, for the first number using described inside terminals, initiates second by described acd to described pbx
Call instruction；
Second receiving unit, for receiving the response message that the described pbx that described acd forwards sends；
Transmitting element, for sending described second number by described acd to described pbx, described pbx is according to described second
Inside terminals described in number call, so that described exterior terminal and described inside terminals set up audio call.
In the first possible implementation, described acquiring unit specifically includes:
Select subelement, for according to described first call instruction, selecting idle seat；
Determination subelement, when the type for determining the corresponding inside terminals of described seat is total extension set pattern, obtains institute
State the first number of inside terminals and the second number of described inside terminals.
In conjunction with the first possible implementation of second aspect or second aspect, in the third possible implementation
In, described device also includes:
3rd receiving unit, sends for the client corresponding with described inside terminals that receiving position server forwards
Log on message, the described message that logs on includes the type of described inside terminals, the first number of described inside terminals and described inside
Second number of terminal；
Memory element, for by the type of described inside terminals, the first number of described inside terminals and described inside eventually
Second number at end is stored in local information database.
In conjunction with the third possible implementation of second aspect or second aspect, in the 4th kind of possible implementation
In, described determination subelement specifically for,
Inquire about described local information database, determine the type of the corresponding inside terminals of described seat；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, from described local information database
Middle acquisition 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
In, described transmitting element specifically for,
Send a notification message to described acd, described notification message includes the second number of described inside terminals, for described
Acd by the second local number portability of described inside terminals in dual-tone multifrequency dtmf message, and to described pbx send described dtmf disappear
Breath.
In the third aspect, embodiments provide a kind of processing system of audio call, described system includes: as this
The processing meanss of the audio call that invention second aspect provides.
In the first possible implementation, described system also includes: calling distributing equipment acd automatically.
In conjunction with the first possible implementation of the third aspect or the third aspect, in the possible implementation of second
In, described system also includes: user class switch pbx.
By applying processing method, device and the system of audio call provided in an embodiment of the present invention, compuphone collection
Become the first call instruction that platform cti initiates according to exterior terminal, initiate the second call instruction to user class switch pbx,
After receiving the response message of pbx transmission, the second number is sent to pbx by acd, pbx is internal eventually according to the second number call
End, so that exterior terminal and inside terminals set up audio call.The processing method of audio call provided in an embodiment of the present invention
With device, trustship liaison centre is combined with user class switch, it is to avoid in prior art when enterprise's seat increases,
Need constantly to apply for new phone to provide telephone service, cause the inconvenience that uses of enterprise customer, the low problem of ease for use, section
About entreprise cost, also improves the reliability of audio call simultaneously.
Brief description
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；
Fig. 3 is a kind of processing method signaling diagram of audio call provided in an embodiment of the present invention；
Fig. 4 is the processing method signaling diagram of another kind audio call provided in an embodiment of the present invention；
The processing meanss of the audio call that Fig. 5 provides for the embodiment of the present invention two；
The processing meanss of the audio call that Fig. 6 provides for the embodiment of the present invention three.
Specific embodiment
For making the object, technical solutions and advantages of the present invention clearer, below in conjunction with the accompanying drawings the present invention is embodied as
Example is described in further detail.
Describe the processing method of audio call provided in an embodiment of the present invention below in detail, Fig. 2 is the present invention taking Fig. 2 as a example
The process flow figure of the audio call that embodiment one provides, subject of implementation is compuphone collection in embodiments of the present invention
Become platform (computer telephony integration, cti).As shown in Fig. 2 this embodiment comprises the following steps:
Step 210, reception call the first call instruction of the exterior terminal initiation that distributing equipment acd forwards automatically.
Specifically, external user uses exterior terminal to initiate the first call instruction to the trustship liaison centre of enterprise, and this
One call instruction reach trustship liaison centre automatic calling distributing equipment (automatic call distribution,
Acd), the forwarding then through acd, reaches the cti of trustship liaison centre.The first of the exterior terminal initiation that cti reception acd forwards exhales
Cry instruction.
Further, this first call instruction also can pass through PSTN (public switched
Telephone network, pstn) forwarding, reach acd, then the forwarding through acd, reach cti；Or, this first calling refers to
Order also can pass through the forwarding of next generation network (next generation network, ngn), reaches acd, then turning through acd
Send out, reach cti；Or this first call instruction also can by ip IP multimedia subsystem, IMS (ip multimedia subsystem,
Ims forwarding), reaches acd, then the forwarding through acd, reaches cti.
Above-mentioned repeating process, can be according to practical situation sets itself.
In the embodiment of the present application, the forwarding by pstn with the first call instruction, reaches acd, then the forwarding through acd,
Illustrate as a example reaching cti.
Step 220, according to described first call instruction, obtain the first number and second number of inside terminals, described the
One number be specially described inside terminals belonging to user class switch pbx general number, described second number be specially with
The corresponding extension of described inside terminals.
Specifically, in described first call instruction, carry the demand information of external user.Cti receives the first calling and refers to
After order, after the first call instruction is parsed, extract the demand information of external user, clearly there is exterior terminal and wish and hold in the palm
The inside terminals at tube contact center set up audio call, cti according to the first call instruction, obtain inside terminals the first number and
Second number.
Further, described according to described first call instruction, obtain the first number of described inside terminals and No. second
Code particularly as follows:
Cti, according to the user's request information in the first call instruction, selects idle seat, for example, if external user
Demand information be complain category information, then cti according to complain category information inquiry can answer complain category information seat；If outer
The demand information of portion user is service category information, then cti is according to the seat complaining category information inquiry can answer service category information.
When cti inquires presence free time corresponding with the demand information of external user seat according to the demand information of user,
Then determine the type of the corresponding inside terminals of seat, when the type determining inside terminals is total extension set pattern, from local information
In data base, obtain the first number of inside terminals mating with this mark and the second number.
First number of described inside terminals is particularly as follows: user class switch (private belonging to described inside terminals
Branch exchange, pbx) general number；Second number of described inside terminals particularly as follows: with described inside terminals pair
The extension answered.
Step 230, using described inside terminals the first number, by described acd to described pbx initiate second calling refer to
Order.
Specifically, after cti obtains the first number of inside terminals from local information database, described first number is made
For calling number, initiate the second call instruction.This second call instruction forwarding by acd, reaches pstn, then turning through pstn
Send out, reach pbx.After second call instruction reaches pbx, pbx carries out response.
Further, the description according to step 220, cti after obtaining the first number of inside terminals and the second number, to
Seat call device send access message, described access message includes the inside terminals that cti inquires identification information with
The identification information of external user, pbx carries out after response to the second call instruction, and now, seat call device is according to inside terminals
Identification information, sends calling to client corresponding with this inside terminals and reaches message, reach in message in calling and carry outside
The identification information of user, described calling reaches message will have calling to reach in order to inform client, then client is according to outside
The identification information of user, inquires the relevant information of external user, and the relevant information of external user is shown in loading client
In the terminal at end.
The response message that the described pbx that step 240, the described acd of reception forward sends.
Specifically, after pbx receives the second call instruction initiated by the cti that acd and pstn forwards, the second calling is referred to
Order carries out response, and pbx passes through pstn and acd and sends response message to cti, and that is, pbx sends response message to pstn, and pstn receives
To after response message, response message is forwarded to acd, response message is forwarded to cti after receiving response message by acd.
After cti receives the response message of pbx transmission, parse this response message, meanwhile, specifying pbx is to the before
The response of two call instruction, carries information in described response message.After cti extracts information from response message,
Specify pbx prompting to dial again, that is to say that pbx points out cti to dial the second number of inside terminals.
Step 250, described second number is sent to described pbx by described acd, so that described pbx is according to described the
Inside terminals described in two number calls, so that described exterior terminal and described inside terminals set up audio call.
Specifically, cti, according to information, sends the second number by acd and pstn to pbx, pbx is according to the second number
Calling inside terminals, so that exterior terminal and inside terminals set up audio call.
Further, cti pass through acd to pbx send the second number particularly as follows:
Cti, according to information, the second local number portability of the inside terminals obtaining from local information database is being led to
Know in message, and send described notification message to acd, described notification message is used for notifying acd to pass through pstn to pbx transmission double-tone
Multifrequency dtmf message, after acd receives notification message, specifies cti and requires to send dtmf message, acd self by pstn to pbx
Parse and extract the information in notification message, by the second local number portability of inside terminals in dtmf message, and send to pstn
Dtmf message, after pstn receives dtmf message, and dtmf message is forwarded to pbx, after pbx receives dtmf message, right
Dtmf message is parsed, and therefrom extracts the second number of inside terminals, internal eventually according to the second number call of inside terminals
End, inside terminals are directed to the calling that pbx initiates, and transmission replies message, so that exterior terminal and inside terminals set up voice exhaling
Cry.
Alternatively, before step 210, what the embodiment of the present invention also included following inside terminals logs on step, by interior
The seat logging on step, can facilitating the cti selection free time of portion's terminal, improves the treatment effeciency of cti.
What the client corresponding with described inside terminals that receiving position server forwards sent logs on message, described logs on
Message includes the second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals；
Second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals is deposited
Storage is in local information database.
Specifically, before execution step 210, the visitor corresponding with inside terminals that cti reception is forwarded by seat call device
What family end sent logs on message, logs on message and carries the type of inside terminals, the first number of inside terminals and inside terminals
Second number；Cti receives after logging on message, parses and extracts and logs on the content that message carries, and will extract from logging on message
The type of inside terminals, the first number and the second number be stored in local information database；After the completion of storage, cti is to seat
Seat server sends results messages, and notifies seat call device to forward results messages to client, and results messages are used for informing visitor
Family end stores result.
Further, the type of described inside terminals specifically includes: direct dialing pattern and total extension set pattern.Described cti sends
Results messages specifically include: storage successful information and storage failure information.
Cti when storing the type of inside terminals, the first number and the second number, first in identification local data base whether
Type, the first number and second number of this inside terminals were stored, in a preferred embodiment, if in cti
Local data base in stored this inside terminals, then cti send results messages carry storage failure information；Another
In individual preferred embodiment, if not storing this inside terminals in the local data base of cti, the result that cti sends disappears
Breath carries storage successful information.
The type of inside terminals, the first number and the second number are stored in the local database by cti, for cti in root
According to the first call instruction, when selecting idle seat, by searching the type of the inside terminals storing in local data base, enter
And obtain the first number and second number of inside terminals.
Further, the pbx in the embodiments of the present invention also has with function of shaking, and described same function of shaking refers to
By the number binding of any number of inside terminals, in a preferred embodiment, pbx is using internal eventually with function calling of shaking
End, any number of inside terminals can respond the calling of pbx simultaneously, when the inside terminals of pbx calling cannot respond to this calling,
This calling can be responded by another inside terminals, improve the reliability of calling.
By applying the processing method of audio call provided in an embodiment of the present invention, computer telephone integration platform cti root
The first call instruction initiated according to exterior terminal, initiates the second call instruction to user class switch pbx, sends out receiving pbx
After the response message sending, the second number is sent to pbx by acd, pbx according to the second number call inside terminals so that outward
Portion's terminal and inside terminals set up audio call.The processing method of audio call provided in an embodiment of the present invention, trustship is got in touch with
Center is combined with user class switch, it is to avoid in prior art when enterprise's seat increases, and needs constantly to apply for new
Phone providing telephone service, cause enterprise customer using inconvenience, the low problem of ease for use, save entreprise cost, simultaneously
Also improve the reliability of audio call.
Further, Fig. 3 is a kind of processing method signaling diagram of audio call provided in an embodiment of the present invention；Shown in Fig. 3
Signaling diagram for pbx be provided without with shake function when, cti and pbx carry out the processing procedure of audio call, and Fig. 4 is present invention enforcement
The processing method signaling diagram of another kind of audio call that example provides；Signaling diagram shown in Fig. 4 be pbx using with shake function when, cti
Carry out the processing procedure of audio call with pbx, the processing method of the audio call in Fig. 3 and Fig. 4 all can be according to previous embodiment
The process execution of description, here is no longer repeated.
The method of above-mentioned multiple embodiment description all can achieve the processing method of audio call, and correspondingly, the present invention is implemented
Example two additionally provides a kind of processing meanss of audio call, in order to realize the processing method of the audio call in embodiment one, such as
Shown in Fig. 5, the processing meanss of described audio call include: the first receiving unit 510, acquiring unit 520, calling unit 530,
Two receiving units 540 and transmitting element 550.
First receiving unit 510 in described device, sends out for receiving the exterior terminal that automatic calling distributing equipment acd forwards
The first call instruction rising；
Acquiring unit 520, for according to described first call instruction, obtaining the first number of inside terminals and No. second
Code, described first number is specially the general number of the user class switch pbx belonging to described inside terminals, described second number
It is specially extension corresponding with described inside terminals；
Calling unit 530, for the first number using described inside terminals, initiates the by described acd to described pbx
Two call instruction；
Second receiving unit 540, for receiving the response message that the described pbx that described acd forwards sends；
Transmitting element 550, for described second number is sent to described pbx by described acd, so that described pbx root
According to inside terminals described in described second number call, so that described exterior terminal and described inside terminals set up audio call.
Described acquiring unit 520 specifically includes: select subelement 521, empty for according to described first call instruction, selecting
Not busy seat；
Determination subelement 522, when the type for determining the corresponding inside terminals of described seat is total extension set pattern, obtains
First number of described inside terminals and the second number of described inside terminals.
Described device also includes: the 3rd receiving unit 560, for the forwarding of receiving position server and described inside terminals
What corresponding client sent log on message, the described message that logs on includes the type of described inside terminals, described inside terminals
First number and the second number of described inside terminals；
Memory element 570, for by the type of described inside terminals, the first number of described inside terminals and described inside
Second number of terminal is stored in local information database.
Described determination subelement 522 is specifically for inquiring about described local information database, determining that described seat is corresponding interior
The type of portion's terminal；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, from described local information database
Middle acquisition the first number of described inside terminals and the second number of described inside terminals.
Described transmitting element 550 is specifically for sending a notification message to described acd, described notification message includes described interior
Second number of portion's terminal, for described acd by the second local number portability of described inside terminals in dual-tone multifrequency dtmf message,
And send described dtmf message to described pbx.Therefore, by applying the process dress of audio call provided in an embodiment of the present invention
Put, the first call instruction that the processing meanss of audio call are initiated according to exterior terminal, initiate second to user class switch pbx
Call instruction, after the response message receiving pbx transmission, sends the second number by acd to pbx, pbx is according to the second number
Calling inside terminals, so that exterior terminal and inside terminals set up audio call.Audio call provided in an embodiment of the present invention
Processing meanss, trustship liaison centre combined with user class switch, it is to avoid when enterprise's seat increases in prior art
Added-time, need constantly to apply for new phone to provide telephone service, that causes enterprise customer uses inconvenience, low the asking of ease for use
Topic, saves entreprise cost, also improves the reliability of audio call simultaneously.
In addition, the processing meanss of audio call provided in an embodiment of the present invention can also be as follows using implementation, in order to
Realize the processing method of the audio call in the embodiment of the present invention one, as shown in fig. 6, the processing meanss bag of described audio call
Include；Network interface 610, processor 620 and memorizer 630.System bus 640 is used for connecting network interface 610, processor 620
With memorizer 630.
Network interface 610 is used for interacting communication with automatic calling distributing equipment acd, seat call device.
Memorizer 630 can be permanent memory, such as hard disk drive and flash memory, has software mould in memorizer 630
Block and device driver.Software module is able to carry out the various functions module of said method of the present invention；Device driver can
To be network and interface drive program.
On startup, these component softwares are loaded in memorizer 630, are then accessed by processor 620 and execute such as
Give an order:
Receive the first call instruction automatically calling the exterior terminal initiation that distributing equipment acd forwards；
According to described first call instruction, obtain the first number and second number of inside terminals, described first number tool
Body is the general number of the user class switch pbx belonging to described inside terminals, and described second number is specially and described inside
The corresponding extension of terminal；
Using the first number of described inside terminals, the second call instruction is initiated to described pbx by described acd；
Receive the response message of the described pbx transmission that described acd forwards；
Described second number is sent to described pbx by described acd, so that described pbx exhales according to described second number
It is described inside terminals, so that described exterior terminal and described inside terminals set up audio call.
Further, after described processor accesses the component software of memorizer 630, execution refers to according to the described first calling
Order, acquisition the first number of inside terminals and the instruction of the second number procedures:
According to described first call instruction, select idle seat；
When the type determining the corresponding inside terminals of described seat is for total extension set pattern, obtain the first of described inside terminals
Number and the second number of described inside terminals.
Further, after described processor accesses the component software of memorizer 630, the instruction of execution procedure below:
What the client corresponding with described inside terminals that receiving position server forwards sent logs on message, described logs on
Message includes the second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals；
Second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals is deposited
Storage is in local information database.
Further, after described processor accesses the component software of memorizer 630, execution determines that described seat is corresponding interior
When the type of portion's terminal is total extension set pattern, obtain the first number of described inside terminals and the second number of described inside terminals
The instruction of process:
Inquire about described local information database, determine the type of the corresponding inside terminals of described seat；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, from described local information database
Middle acquisition the first number of described inside terminals and the second number of described inside terminals.
Further, after described processor accesses the component software of memorizer 630, execution is by described acd to described pbx
Send the instruction of described second number procedures:
Send a notification message to described acd, described notification message includes the second number of described inside terminals, for described
Acd by the second local number portability of described inside terminals in dual-tone multifrequency dtmf message, and to described pbx send described dtmf disappear
Breath.
Correspondingly, the embodiment of the present invention additionally provides a kind of processing system of audio call, and described system includes, the present invention
The processing meanss of the audio call that embodiment two provides.
Further, the processing system of audio call provided in an embodiment of the present invention, also includes automatically calling distributing equipment
acd.
Further, the processing system of audio call provided in an embodiment of the present invention, also includes user class switch pbx.
Therefore, by applying the processing meanss of audio call provided in an embodiment of the present invention, the processing meanss of audio call
The first call instruction initiated according to exterior terminal, initiates the second call instruction to user class switch pbx, is receiving pbx
Send response message after, by acd to pbx send the second number, pbx according to the second number call inside terminals so that
Exterior terminal and inside terminals set up audio call.The processing meanss of audio call provided in an embodiment of the present invention, trustship is joined
Network center is combined with user class switch, it is to avoid in prior art when enterprise's seat increases, need constantly to apply for
New phone, to provide telephone service, causes the inconvenience that uses of enterprise customer, the low problem of ease for use, saves entreprise cost, with
When also improve the reliability of audio call.
Professional should further appreciate that, each example describing in conjunction with the embodiments described herein
Unit and algorithm steps, can be hard in order to clearly demonstrate with electronic hardware, computer software or the two be implemented in combination in
Part and the interchangeability of software, generally describe composition and the step of each example in the above description according to function.
These functions to be executed with hardware or software mode actually, the application-specific depending on technical scheme and design constraint.
Professional and technical personnel can use different methods to each specific application realize described function, but this realization
It is not considered that it is beyond the scope of this invention.
The step of the method in conjunction with the embodiments described herein description or algorithm can be with hardware, computing device
Software module, or the combination of the two is implementing.Software module can be placed in random access memory (ram), internal memory, read only memory
(rom), electrically programmable rom, electrically erasable rom, depositor, hard disk, moveable magnetic disc, cd-rom or technical field
In interior known any other form of storage medium.
Above-described specific embodiment, has been carried out to the purpose of the present invention, technical scheme and beneficial effect further
Describe in detail, be should be understood that the specific embodiment that the foregoing is only the present invention, be not intended to limit the present invention
Protection domain, all any modification, equivalent substitution and improvement within the spirit and principles in the present invention, done etc., all should comprise
Within protection scope of the present invention.
Claims (13)
1. a kind of processing method of audio call is it is characterised in that methods described includes:
Receive the first call instruction automatically calling the exterior terminal initiation that distributing equipment acd forwards；
According to described first call instruction, obtain the first number and second number of inside terminals, described first number is specially
The general number of the user class switch pbx belonging to described inside terminals, described second number is specially and described inside terminals
Corresponding extension；
Using the first number of described inside terminals, the second call instruction is initiated to described pbx by described acd；
Receive the response message of the described pbx transmission that described acd forwards；
Described second number is sent to described pbx by described acd, so that described pbx is according to described second number call institute
State inside terminals, so that described exterior terminal and described inside terminals set up audio call；
Described pbx has with function of shaking, and described is by the second number binding of multiple inside terminals with function of shaking, so that described many
Individual inside terminals respond the calling according to described second number for the described pbx simultaneously.
2. the processing method of audio call according to claim 1 is it is characterised in that described refer to according to the described first calling
Order, obtains the first number of inside terminals and the second number specifically includes:
According to described first call instruction, select idle seat；
When the type determining the corresponding inside terminals of described seat is for total extension set pattern, obtain the first number of described inside terminals
The second number with described inside terminals.
3. the processing method of audio call according to claim 2 is it is characterised in that described reception calls distribution automatically sets
Also include before the first call instruction that the exterior terminal that standby acd forwards is initiated:
What the client corresponding with described inside terminals that receiving position server forwards sent logs on message, described logs on message
The second number including the type of described inside terminals, the first number of described inside terminals and described inside terminals；
Second number of the type of described inside terminals, the first number of described inside terminals and described inside terminals is stored in
In local information database.
4. the processing method of audio call according to claim 3 is it is characterised in that the described seat of described determination is corresponding
When the type of inside terminals is total extension set pattern, obtain the first number of described inside terminals and No. second of described inside terminals
Code specifically,
Inquire about described local information database, determine the type of the corresponding inside terminals of described seat；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, obtain from described local information database
Take the first number of described inside terminals and the second number of described inside terminals.
5. audio call according to claim 4 processing method it is characterised in that described by described acd to described
Pbx send described second number specifically,
Send a notification message to described acd, described notification message includes the second number of described inside terminals, for described acd
By the second local number portability of described inside terminals in dual-tone multifrequency dtmf message, and send described dtmf message to described pbx.
6. a kind of processing meanss of audio call are it is characterised in that described device includes:
First receiving unit, for receiving the first call instruction that the exterior terminal that automatic calling distributing equipment acd forwards is initiated；
Acquiring unit, for according to described first call instruction, obtaining the first number and second number of inside terminals, described the
One number be specially described inside terminals belonging to user class switch pbx general number, described second number be specially with
The corresponding extension of described inside terminals；
Calling unit, for the first number using described inside terminals, initiates the second calling by described acd to described pbx
Instruction；
Second receiving unit, for receiving the response message that the described pbx that described acd forwards sends；
Transmitting element, for sending described second number by described acd to described pbx, so that described pbx is according to described the
Inside terminals described in two number calls, so that described exterior terminal and described inside terminals set up audio call, described pbx tool
Have with function of shaking, described is by the second number binding of multiple inside terminals with function of shaking, so that the plurality of inside terminals are same
When respond the calling according to described second number for the described pbx.
7. the processing meanss of audio call according to claim 6 are it is characterised in that described acquiring unit specifically includes:
Select subelement, for according to described first call instruction, selecting idle seat；
Determination subelement, when the type for determining the corresponding inside terminals of described seat is total extension set pattern, obtains described interior
First number of portion's terminal and the second number of described inside terminals.
8. the processing meanss of audio call according to claim 7 are it is characterised in that described device also includes:
3rd receiving unit, for logging on that the client corresponding with described inside terminals that receiving position server forwards sends
Message, the described message that logs on includes the type of described inside terminals, the first number of described inside terminals and described inside terminals
The second number；
Memory element, for by the type of described inside terminals, the first number of described inside terminals and described inside terminals
Second number is stored in local information database.
9. the processing meanss of audio call according to claim 8 are it is characterised in that described determination subelement is specifically used
In,
Inquire about described local information database, determine the type of the corresponding inside terminals of described seat；
When the type determining the corresponding inside terminals of described seat is total extension set pattern, obtain from described local information database
Take the first number of described inside terminals and the second number of described inside terminals.
10. audio call according to claim 9 processing meanss it is characterised in that described transmitting element specifically for,
Send a notification message to described acd, described notification message includes the second number of described inside terminals, for described acd
By the second local number portability of described inside terminals in dual-tone multifrequency dtmf message, and send described dtmf message to described pbx.
A kind of 11. processing systems of audio call are it is characterised in that described system includes: if claim 6 is to claim 10
The processing meanss of the audio call described in arbitrary claim.
The processing system of 12. audio calls according to claim 11 is it is characterised in that described system also includes: automatically
Calling distributing equipment acd.
The processing system of 13. audio calls according to claim 11 or 12 any one it is characterised in that described system also
Including: user class switch pbx.
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| CN201210520781.8A CN103856641B (en) | 2012-12-03 | 2012-12-03 | method, device and system for processing voice call |
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| CN1293512A (en) * | 1999-10-19 | 2001-05-02 | 日本电气株式会社 | Automatic call distribution system and method |
| CN1812446A (en) * | 2005-01-25 | 2006-08-02 | 华为技术有限公司 | Switchboard realizing method |
| CN101222545A (en) * | 2007-12-28 | 2008-07-16 | 中国移动通信集团四川有限公司 | Call centre system adopting IVR preposition |
| CN101483699A (en) * | 2008-01-09 | 2009-07-15 | 华为技术有限公司 | Method, system and apparatus for processing user call by the call center |
| CN102137197A (en) * | 2010-01-26 | 2011-07-27 | 中国移动通信集团设计院有限公司 | Seat and working method thereof |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| GB2463475B (en) * | 2008-09-11 | 2013-02-13 | New Voice Media Ltd | Method and apparatus for handling a telephone call |
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|---|---|---|---|---|
| CN1293512A (en) * | 1999-10-19 | 2001-05-02 | 日本电气株式会社 | Automatic call distribution system and method |
| CN1812446A (en) * | 2005-01-25 | 2006-08-02 | 华为技术有限公司 | Switchboard realizing method |
| CN101222545A (en) * | 2007-12-28 | 2008-07-16 | 中国移动通信集团四川有限公司 | Call centre system adopting IVR preposition |
| CN101483699A (en) * | 2008-01-09 | 2009-07-15 | 华为技术有限公司 | Method, system and apparatus for processing user call by the call center |
| CN102137197A (en) * | 2010-01-26 | 2011-07-27 | 中国移动通信集团设计院有限公司 | Seat and working method thereof |
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