CN104348823B - SIPPhone server, call center system and its means of communication - Google Patents
SIPPhone server, call center system and its means of communication Download PDFInfo
- Publication number
- CN104348823B CN104348823B CN201310347181.0A CN201310347181A CN104348823B CN 104348823 B CN104348823 B CN 104348823B CN 201310347181 A CN201310347181 A CN 201310347181A CN 104348823 B CN104348823 B CN 104348823B
- Authority
- CN
- China
- Prior art keywords
- sent
- http
- sip
- server
- sipphone
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/1046—Call controllers; Call servers
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/102—Gateways
- H04L65/1033—Signalling gateways
- H04L65/104—Signalling gateways in the network
Landscapes
- Engineering & Computer Science (AREA)
- Multimedia (AREA)
- Computer Networks & Wireless Communication (AREA)
- Signal Processing (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of SIPPhone server, the SIPPhone server, the HTTP request message for sending proxy server parses and is encapsulated as sip request message, and the sip request message is sent to ACD；And receive the sip response message that the ACD is sent and parse and be encapsulated as http response message, the http response message is sent to corresponding proxy server；And the business datum that receiving position terminal is sent, and the received business datum of institute is sent to the ACD；And it receives the business datum that the ACD is sent and is sent to the seat terminal.The present invention also discloses a kind of call center systems and a kind of means of communication of call center system.Using technical solution of the present invention, seat terminal provides for voice or Video service without installing IP phone client, largely configures so as to avoid seat terminal and maintenance work.
Description
Technical field
The present invention relates in call center system mechanics of communication more particularly to a kind of SIPPhone server, calling in
Feel concerned about system and its means of communication.
Background technique
Seat is the important component in call center system, and in call center system, the quantity of seat is more and is distributed
Extensively, the installation and maintenance of seat determine the maintenance cost of call center system.
Fig. 1 is a kind of composed structure schematic diagram of call center system, as shown in Figure 1, the call center system includes meter
Calculate integrated (CTI, the Computer Telecommunication Integration) server of electromechanical letter, automatic calling distribution is set
Standby (ACD, Automatic Call Distributor), interactive voice answering equipment (IVR, Interactive Voice
Response), webpage (Web) server, agent phone and seat terminal.Wherein, cti server is responsible for the state of seat terminal
Management and queuing management；ACD is responsible for the control of seat associated call and management；IVR is responsible for the automatic service control of system；Web clothes
Business device is responsible for Web seat and provides manual service；Agent phone can be IP phone, fixed-line telephone or mobile phone；Seat is whole
It mainly completes and cti server communication, ACD communication, interactive interfacing and execution Web seat application at end.
Seat terminal is mainly made of five submodules: transmission control protocol (TCP, Transmission Control
Protocol) communication module, CTI interface module, initial session protocol (SIP) communication module, SIP interface module and Web seat
Using；Wherein, TCP communication module is mainly to realize that the TCP between seat terminal and cti server is communicated；CTI interface module is responsible for
The development interface of cti server is provided to the application of web seat, to complete seat to the calling of the interface of cti server；SIP is logical
News module mainly realizes that the SIP between seat terminal and ACD is communicated；SIP interface module is mainly responsible for Web seat and provides SIP
Interface.
Fig. 2 is the composed structure schematic diagram of another call center system, as shown in Fig. 2, the call center system passes through
A proxy server is realized to integrate the TCP communication module of seat terminal and CTI interface module function.
And in the existing scheme using IP phone, it is necessary in seat terminal carry out IP phone client installation and
Configuration.Since seat terminal is large number of, cause cost of installation and maintenance very high；When installing first, need to be present one by one
IP phone client is installed in seat terminal, and works as IP phone when something goes wrong, maintenance personnel has to find the position of seat terminal
Setting just can be carried out examination and maintenance, and for the seat terminal of remote access, examination and maintenance can more take time and effort, cost
Also just higher.
Summary of the invention
In view of this, the main purpose of the embodiment of the present invention be to provide SIPPhone server, call center system and
Its means of communication, seat terminal provides for voice or Video service without installing IP phone client, so as to avoid seat
Terminal largely configures and maintenance work.
In order to achieve the above objectives, the technical scheme of the present invention is realized as follows:
The embodiment of the invention provides a kind of networking telephone SIPPhone server, the SIPPhone server is used for
The HTTP request message that proxy server is sent is parsed and is encapsulated as session initiation protocol SIP request and is disappeared
Breath, and the sip request message is sent to automatic calling distributing equipment ACD；And receive the sip response that the ACD is sent
Message parses and is encapsulated as http response message, and the http response message is sent to corresponding proxy server；And it connects
The business datum that seat terminal is sent is received, and the received business datum of institute is sent to the ACD；And receive the ACD hair
The business datum sent is sent to the seat terminal.
In above scheme, the SIPPhone server, the sip event notification message solution for being also used to send the ACD
HTTP event notification message is analysed and be encapsulated as, and the HTTP event notification message is sent to corresponding proxy server；With
And the HTTP response request message that the proxy server is sent is parsed and is encapsulated as SIP response request message, and will be described
SIP response request message is sent to the ACD；And the SIP response request response that the ACD is sent is parsed and sealed
Dress is HTTP response request response, and HTTP response request response is sent to the corresponding proxy server.
In above scheme, the SIPPhone server include: HTTP distribution module, SIPPhone management module,
SIPPhone interface module and coding/decoding module；Wherein, the HTTP distribution module is sent for Receiving Agent server
HTTP request message；And the http response message that the SIPPhone management module encapsulates is sent to corresponding agency and is taken
Business device；The SIPPhone management module, for parsing and encapsulating the received HTTP request message of HTTP distribution module
For sip request message；And the received sip response message of SIP interface module is parsed and is encapsulated as http response and is disappeared
Breath；The SIPPhone interface module, the sip request message for encapsulating the SIPPhone management module are sent to described
ACD；And receive the sip response message that the ACD is sent；Business datum is sent for receiving the ACD；The encoding and decoding
Module passes through the SIPPhone interface for the business datum that receiving position terminal is sent, and by the received business datum of institute
Module is sent to the ACD；And the received business datum of SIPPhone interface module is sent to the seat end
End.
In above scheme, the SIPPhone management module further includes SIP request management submodule；The HTTP distributes mould
Block, the HTTP request message sent for receiving the proxy server, and the HTTP request message is sent to the SIP
Request management submodule；And the http response message of SIP request management submodule encapsulation is received, and be sent to pair
The proxy server answered；The SIP request manages submodule, is used for the received HTTP request message of HTTP distribution module
Parse and be encapsulated as sip request message, while the SIPPhone critical data of initialization response；And by the SIP interface mould
The received sip response message of block parses and is encapsulated as http response message, and the http response message is sent to described
HTTP distribution module；The SIPPhone interface module, for the SIP request of SIP request management submodule encapsulation to disappear
Breath is sent to the ACD；And the sip response message received is sent to the SIP request and manages submodule.
In above scheme, the SIPPhone server include: HTTP distribution module, SIPPhone management module and
SIPPhone interface module；Wherein, the HTTP distribution module, the HTTP event for encapsulating the SIP management module are led to
Know that message is sent to corresponding proxy server；And the HTTP response request message that proxy server is sent is sent to institute
State SIP management module；And the HTTP response request response that the SIP management module encapsulates is sent to corresponding institute
State proxy server；The SIP management module disappears for sip event notification message to be parsed to and is encapsulated as HTTP event notice
Breath is sent to the HTTP distribution module；And the HTTP response request message is parsed and is encapsulated as SIP response request and is disappeared
It ceases and is sent to the SIP interface module；And SIP response request response is parsed and is encapsulated as HTTP response request
Response message is simultaneously sent to the corresponding HTTP distribution module；The SIP interface module, the SIP for sending the ACD
Event notification message is sent to the SIP management module；And the SIP response request message for encapsulating the SIP management module
It is sent to the ACD；And the ACD sip response message sent is sent to the SIPPhone management module.
The present invention also provides a kind of SIPPhone server, the SIPPhone server is also used to send out the ACD
The sip event notification message sent parses and is encapsulated as HTTP event notification message, and the HTTP event notification message is sent
To corresponding proxy server；And the HTTP response request message that the proxy server is sent is parsed and is encapsulated as SIP
Response request message, and the SIP response request message is sent to the ACD；And the SIP response for sending the ACD
Request response parses and is encapsulated as HTTP response request response, and HTTP response request response is sent to pair
The proxy server answered.
In above scheme, the SIPPhone server include: HTTP distribution module, SIPPhone management module and
SIPPhone interface module；Wherein, the HTTP distribution module, the HTTP event for encapsulating the SIP management module are led to
Know that message is sent to corresponding proxy server；And the HTTP response request message that proxy server is sent is sent to institute
State SIP management module；And the HTTP response request response that the SIP management module encapsulates is sent to corresponding institute
State proxy server；The SIP management module disappears for sip event notification message to be parsed to and is encapsulated as HTTP event notice
Breath is sent to the HTTP distribution module；And the HTTP response request message is parsed and is encapsulated as SIP response request and is disappeared
It ceases and is sent to the SIP interface module；And SIP response request response is parsed and is encapsulated as HTTP response request
Response message is simultaneously sent to the corresponding HTTP distribution module；The SIP interface module, the SIP for sending the ACD
Event notification message is sent to the SIP management module；And the SIP response request message for encapsulating the SIP management module
It is sent to the ACD；And the ACD sip response message sent is sent to the SIPPhone management module.
In above scheme, the SIPPhone management module further includes sip event management submodule；The HTTP distributes mould
Block, for the HTTP event notification message of sip event management submodule encapsulation to be sent to corresponding proxy server；With
And the HTTP response request message that proxy server is sent is sent to the sip event and manages submodule；And it will be described
The HTTP response request response of sip event management submodule encapsulation is sent to the corresponding proxy server；The SIP
Incident management submodule for parsing sip event notification message and being encapsulated as HTTP event notification message, and is sent to described
HTTP distribution module；And HTTP response request message is parsed and be encapsulated as SIP response request message and is sent to described
SIP interface module；And SIP response request response is parsed and be encapsulated as HTTP response request response and is sent
To the corresponding HTTP distribution module；The SIP interface module, the sip event notification message hair for sending the ACD
It send to the sip event and manages submodule；And the SIP response request message of sip event management submodule encapsulation is sent out
It send to the ACD；And the ACD sip response message sent is sent to the SIPPhone management module.
The present invention also provides a kind of call center systems, and the system comprises automatic calling distributing equipment ACD, seat are whole
End, proxy server and networking telephone SIPPhone server；Wherein, the seat terminal, for asking the service received
HTTP request message is sought survival into, and the HTTP request message is sent to the corresponding agency service
Device；And receive the http response message that the proxy server is sent；The proxy server, for the seat is whole
The HTTP request message that end is sent is sent to SIPPhone server；And the http response for encapsulating SIPPhone server
Message is sent to seat terminal；The SIPPhone server, the HTTP request message for sending the proxy server
Sip request message is parsed and be encapsulated as, and the sip request message is sent to ACD；And receive what the ACD was sent
Sip response message parses and is encapsulated as http response message, and the http response message is sent to corresponding proxy server；
And the business datum that receiving position terminal is sent, and the received business datum of institute is sent to the ACD；And receive institute
The business datum for stating ACD transmission is sent to the seat terminal.
The embodiment of the invention also provides a kind of call center system, the system comprises automatic calling distributing equipment ACD,
Seat terminal, proxy server and networking telephone SIPPhone server；Wherein, the seat terminal, for according to
HTTP event notification message initiates HTTP response request message, and the HTTP response request message is sent to the agency and is taken
Business device；And the HTTP response request response that Receiving Agent server is sent, and open real-time communication function and receive simultaneously
Handle the voice and/or video streaming data packet that SIPPhone server is sent；The proxy server, being used for will be described
The HTTP event notification message of SIPPhone server encapsulation is sent to the seat terminal；And it is the seat is whole
The HTTP response request message that end is sent is sent to SIPPhone server；And it receives the SIPPhone server and sends
HTTP response request response be sent to seat terminal；The SIPPhone server, is also used to send the ACD
Sip event notification message parses and is encapsulated as HTTP event notification message, and the HTTP event notification message is sent to pair
The proxy server answered；And the HTTP response request message that the proxy server is sent is parsed and is encapsulated as SIP response
Request message is simultaneously sent to the ACD；And the SIP response request response that the ACD is sent is parsed and is encapsulated as
HTTP response request response is simultaneously sent to the corresponding proxy server.
The embodiment of the invention also provides a kind of means of communication of call center system, the call center system includes meter
Calculate the integrated cti server of electromechanical letter, automatic calling distributing equipment ACD, interactive voice answering equipment IVR, webpage Web service
Device, seat terminal, proxy server and increase new SIPPhone server, which comprises the seat terminal is according to connecing
The service request of receipts generates HTTP request message, and the HTTP request message is sent to the proxy server；The generation
It manages server and the HTTP request message is sent to the SIPPhone server；Described in the SIPPhone server parsing
HTTP request message is simultaneously encapsulated as sip request message, and the sip request message is sent to the ACD；The SIPPhone
Server parses the sip response message that the ACD is sent and is encapsulated as http response message, and the http response message is sent out
It send to the corresponding proxy server；The http response message is sent to the seat terminal by the proxy server.
The embodiment of the invention also provides a kind of means of communication of call center system, the call center system includes meter
Calculate the integrated cti server of electromechanical letter, automatic calling distributing equipment ACD, interactive voice answering equipment IVR, webpage Web service
Device, seat terminal, proxy server and increase new SIPPhone server, which comprises the SIPPhone server
The sip event notification message that the ACD is sent is received, parses and is encapsulated as HTTP event notification message and be sent to corresponding institute
State proxy server；The proxy server receives the HTTP event notification message hair that the SIPPhone server is sent
It send to the seat terminal；The seat terminal initiates HTTP response request message according to the HTTP event notification message, and
The HTTP response request message is sent to the corresponding proxy server；It is whole that the proxy server receives the seat
The HTTP response request message sent is held, and the HTTP response request message is sent to the SIPPhone server；Institute
It states SIPPhone server and receives the HTTP response request message that the proxy server is sent, parse and be encapsulated as SIP response
Request message, and the SIP response request message is sent to the ACD；The SIPPhone server receives the ACD hair
The SIP response request response sent parses and is encapsulated as HTTP response request response, and the HTTP response is requested
Response message is sent to the corresponding proxy server；The proxy server receives what the SIPPhone server was sent
HTTP response request response is sent to the seat terminal；The seat terminal receives what the proxy server was sent
After HTTP response request response, opens real-time communication function and receive and process the language that the SIPPhone server is sent
Sound and/or video streaming data packet.
SIPPhone server, call center system and its means of communication provided in an embodiment of the present invention, the system packet
It includes computer telecommunication and integrates cti server, automatic calling distributing equipment ACD, interactive voice answering equipment IVR, webpage Web clothes
It is engaged in device, seat terminal, proxy server and increasing new SIPPhone server；The SIPPhone server, being used for will be described
The HTTP request message that proxy server is sent parses and is encapsulated as sip request message, and the sip request message is sent to
The ACD；And receive the sip response message that the ACD is sent and parse and be encapsulated as http response message, by the HTTP
Response message is sent to the proxy server；Or, the ACD audio sent and/or video data are carried out transcoding, and it is sent to
Corresponding seat terminal.In this way, the SIP that can be completed in all seat terminals in the prior art by SIPPhone server is logical
The function of module and SIP interface module is interrogated, and then avoids a large amount of seat terminal installation or downloading SIP communication module and SIP
Interface module, maintenance personnel without arrive seat terminal progress examination and maintenance in person, without remotely examining to seat terminal
It looks into and safeguards, reduce the workload of maintenance personnel, saved maintenance cost.
Detailed description of the invention
Fig. 1 is a kind of composed structure schematic diagram of call center system；
Fig. 2 is the composed structure schematic diagram of another call center system；
Fig. 3 is the composed structure schematic diagram of call center system of the embodiment of the present invention；
Fig. 4 is the flow diagram of the means of communication of the call center system of the embodiment of the present invention when handling request message；
Fig. 5 is that the process of the means of communication of the call center system of the embodiment of the present invention when handling event notification message is illustrated
Figure；
Fig. 6 is the structure composition schematic diagram of SIPPhone server in Fig. 3；
The flow diagram of means of communication when Fig. 7 is the progress seat login of call center system of the embodiment of the present invention；
Fig. 8 is that the process of the means of communication of the call center system of the embodiment of the present invention when seat terminal is breathed out is illustrated
Figure；
Fig. 9 is communication of the call center system of the embodiment of the present invention when seat terminal needs voice and/or Video service
The flow diagram of method；
Figure 10 is the means of communication of the call center system of the embodiment of the present invention when seat terminal carries out connecting agent phone
Flow diagram.
Specific embodiment
The basic thought of the embodiment of the present invention is: the IP phone by web-page requests is had existed in the prior art, it should
Class IP phone is not needed can calling IP phone in user terminal downloads IP phone client；If by web-based IP electricity
Words are used for seat terminal, can not only provide voice or Video service, moreover it is possible to seat terminal be avoided largely to configure and maintenance workers
Make.
Fig. 3 is the composed structure schematic diagram of call center system of the embodiment of the present invention；As shown in figure 3, calling of the invention
Centring system includes: SIPPhone server 30, seat terminal 31, proxy server 32, ACD33, IVR34, cti server 35
With Web server 36；Message in call center system can be divided into request message and event notification message, when system, call center
When message in system is request message, the seat terminal 31, the proxy server 32 and the SIPPhone server 30
Performed function is as follows:
The seat terminal 31, for the service request received to be generated HTTP request message, and by the hypertext
Transport protocol (HTTP, Hyper Text Transfer Protocol) request message is sent to the corresponding proxy server
32；And the http response message that the proxy server 32 is sent is received, and perform corresponding processing；
The proxy server 32, the HTTP request message sent for receiving the seat terminal 31, and HTTP is asked
Message is asked to be sent to SIPPhone server 30；And the http response message that SIPPhone server 30 is sent is received, and will
Http response message is sent to seat terminal 31.
The SIPPhone server 30, the HTTP request for sending the proxy server
Message parses and is encapsulated as sip request message, and the sip request message is sent to the ACD；And receive the ACD
The sip response message of transmission parses and is encapsulated as http response message, and the http response message is sent to proxy server；
The business datum that receiving position terminal 31 is sent, and the received business datum of institute is sent to the ACD33；And receive institute
The business datum for stating ACD33 transmission is sent to the seat terminal 31；
Here, the HTTP request message includes: HTTP login request message, HTTP exhalation request message, the more matchmakers of HTTP
Body requirement request message etc.；Correspondingly, sip request message includes: SIP login request message, SIP exhalation request message, SIP more
Media demand request message；Http response message includes: HTTP login response message, HTTP exhalation response message, the more matchmakers of HTTP
Body demand response message.
When the message in call center system is event notification message, the seat terminal 31, the proxy server
32 and the SIPPhone server 30 execute function it is as follows:
The SIPPhone server, the sip event notification message for sending the ACD parse and are encapsulated as HTTP
Event notification message, and the HTTP event notification message is sent to the corresponding proxy server；And by the generation
The HTTP response request message that reason server is sent parses and is encapsulated as SIP response request message and is sent to the ACD；With
And the SIP response request response that the ACD is sent is parsed and be encapsulated as HTTP response request response and is sent to
The corresponding proxy server；
The proxy server 32, the HTTP event notification message sent for receiving the SIPPhone server
It is sent to the seat terminal 31；And the HTTP response request message that the seat terminal is sent is received, and by the HTTP
Response request message is sent to SIPPhone server；And it receives the HTTP response that the SIPPhone server is sent and asks
Response message is asked to be sent to seat terminal；
The seat terminal 31, for initiating HTTP response request message according to the HTTP event notification message, and will
The HTTP response request message is sent to the proxy server 32；And the HTTP response that Receiving Agent server is sent
After request response, opens real-time communication function and receive and process the voice and/or video of the transmission of SIPPhone server
Stream packets；
The ACD33, for being responsible for the relevant Call- Control1 of seat terminal and management；
The IVR34, the automatic service for being responsible for system control；
The cti server 35, for being responsible for the condition managing and queuing management of seat terminal；
The Web server 36 provides manual service for being responsible for Web seat.
Here, the proxy server 32, the ACD33, the IVR34, the cti server 35 and Web clothes
Business device 36 can realize which is not described herein again using the various prior arts.
Here, the seat terminal 31 can only include Web seat application module in the prior art.
Here, the SIPPhone server is newly-increased.
Seat terminal 31 and proxy server 32 in Fig. 3 only show the type of entity in call center system, not
Show that exact quantity, the quantity of these entities may each be more than one.
As seen in Figure 3, the present invention is directed the call center system containing proxy server, by newly increasing
The SIPPhone server complete the partial function of seat terminal in the prior art, in this way, the invention avoids big
SIP communication module and SIP interface module are installed or downloaded to the seat terminal of amount, so that maintenance personnel without arriving seat terminal in person
Examination and maintenance are carried out, without remotely examination and maintenance are carried out to seat terminal, reduces the workload of maintenance personnel, saves
Maintenance cost.
The embodiment of the present invention also describes a kind of means of communication based on call center system shown in Fig. 3, and Fig. 4 is this hair
The flow diagram of the means of communication of the bright embodiment call center system when handling request message, as shown in figure 4, detailed process
It is described as follows:
Step 400, the seat terminal 31 receives service request；
Step 401, the service request is generated HTTP request message by the seat terminal 31；
Step 402, the HTTP request message is sent to proxy server 32 by the seat terminal 31；
Step 403, the HTTP request message is sent to SIPPhone server 30 by the proxy server 32；
Step 404, the SIPPhone server 30 parses the HTTP request message, and is encapsulated as sip request message；
Step 405, the sip request message is sent to ACD33, later processing stream by the SIPPhone server 30
Journey is similar to the prior art, and which is not described herein again；
Step 406, the SIPPhone server 30 receives the sip response message that ACD33 is sent；
Step 407, the SIPPhone server 30 parses the sip response message, and is encapsulated as http response message；
Step 408, the http response message is sent to proxy server 32 by the SIPPhone server 30；
Step 409, the http response message is sent to seat terminal 31, later processing by the proxy server 32
Process is similar to the prior art, and which is not described herein again.
In above-mentioned steps 403, the HTTP request message is also parsed and is encapsulated as CTI request by the proxy server 32
Message, and the CTI request message is sent to the cti server 35, the process is similar to the prior art, no longer superfluous here
It states.Correspondingly, the proxy server 32 is in the CTI request response for receiving the transmission of cti server 35 in step 409
After message, then the HTTP request response message is sent to corresponding seat terminal.
The embodiment of the present invention also describes another means of communication based on call center system shown in Fig. 3, and Fig. 5 is this
The flow diagram of the means of communication of the inventive embodiments call center system when handling event notification message, as shown in figure 5, in detail
Thread journey is described as follows:
Step 500, the SIPPhone server 30 receives the sip event notification message that the ACD33 is sent；
Step 501, the sip event notification message is parsed and is encapsulated as HTTP event by the SIPPhone server 30
Notification message；
Step 502, the HTTP event notification message is sent to the agency service by the SIPPhone server 30
Device 32；
Step 503, it is logical to receive the HTTP event that the SIPPhone server 30 is sent for the proxy server 32
Know that message is sent to the seat terminal 31；
Step 504, the seat terminal 31 initiates HTTP response request message according to the HTTP event notification message, and
The HTTP response request message is sent to the proxy server 32；
Step 505, the proxy server 32 receives the HTTP response request message that the seat terminal 31 is sent, and will
The HTTP response request message is sent to the SIPPhone server 30；
Step 506, the HTTP response request that the SIPPhone server 30 receives that the proxy server 32 is sent disappears
Breath, parses and is encapsulated as SIP response request message；
Step 507, the SIP response request message is sent to ACD33 by the SIPPhone server 30；Later place
Manage process similarly to the prior art, which is not described herein again.
Step 508, the SIPPhone server 30 receives the SIP response request response that the ACD33 is sent；
Step 508, the SIPPhone server 30 parses and is encapsulated as HTTP response request response；
Step 510, the HTTP response request response is sent to the agency by the SIPPhone server 30
Server 32；
Step 511, the HTTP response request that the proxy server 32 receives that the SIPPhone server 30 is sent is rung
Message is answered to be sent to the seat terminal 31；
Step 512, the seat terminal 31 receives the HTTP response request response that the proxy server 32 is sent
Afterwards, it opens real-time communication function and receives and processes voice and/or video stream data that the SIPPhone server 30 is sent
Packet.
In above-mentioned steps 503, the HTTP event notification message is also parsed and is encapsulated as CTI by the proxy server 32
Event notification message, and the CTI event notification message is sent to the cti server 35, the process and prior art phase
Seemingly, which is not described herein again.Correspondingly, the proxy server 32 is receiving the transmission of cti server 35 in step 510
CTI response request response after, then the HTTP response request response is sent to the corresponding seat terminal
31, the process is similar to the prior art, and which is not described herein again.
Fig. 6 is the composed structure schematic diagram of SIPPhone server in Fig. 3, as shown in fig. 6, SIPPhone of the invention takes
Business device 30 further comprises: HTTP distribution module 61, SIPPhone management module 62, SIPPhone interface module 63 and encoding and decoding
Module 64；As described above, the message in call center system can be divided into request message and event notification message, work as call center
When message in system is request message, the SIPPhone management module 62 further comprises SIP request management submodule
621；At this point, the function of each module is as described below in SIPPhone server 30:
The HTTP distribution module 61, the HTTP request message sent for receiving the proxy server 32, and by institute
It states HTTP request message and is sent to the SIPPhone management module 62；And receive the SIPPhone management module 62
The http response message of transmission, and the http response message is sent to the corresponding proxy server 32；
The SIP request manages submodule 621, disappears for receiving the HTTP request that the HTTP distribution module 61 is sent
Breath, and the HTTP request message is parsed and is encapsulated as sip request message, while the SIPPhone key number of initialization response
According to；And the sip response message that the SIP interface module 63 is sent is received, the sip response message is parsed and is encapsulated as
Http response message, and the http response message is sent to the HTTP distribution module 31；
The SIPPhone interface module 63 disappears for receiving the SIP request that the SIPPhone management module 62 is sent
Breath, and the sip request message is sent to the ACD33；And the sip response message that the ACD33 is sent is received,
The sip response message is sent to the SIPPhone management module 62；
The coding/decoding module 64, for the business datum that receiving position terminal 31 is sent, and by the received business number of institute
According to being sent to the ACD33；And it receives the business datum that the ACD33 is sent and is sent to the seat terminal 31.
As described above, when the message in call center system is event notification message, as shown in fig. 6, described
SIPPhone management module further comprises: sip event manages submodule 622；At this point, each module in SIPPhone server 30
Function it is as described below:
The HTTP distribution module 61, the HTTP event notification message for sending sip event management submodule
It is sent to the corresponding proxy server；And the HTTP response request message that the proxy server is sent is sent to
The sip event manages submodule；And the HTTP response request response for sending sip event management submodule
It is sent to the corresponding proxy server；
The sip event manages submodule 622, the sip event notification message solution for sending the SIP interface module
It analyses and is encapsulated as HTTP event notification message, and be sent to the HTTP distribution module；And the HTTP distribution module is sent out
The HTTP response request message sent parses and is encapsulated as SIP response request message and is sent to the SIP interface module；And
The SIP response request response that the SIP interface module is sent is parsed and is encapsulated as HTTP response request response simultaneously
It is sent to the corresponding HTTP distribution module；
The SIP interface module 63, the sip event notification message for sending the ACD are sent to the sip event
Manage submodule；And the SIP response request message that sip event management submodule is sent is sent to the ACD；With
And the ACD sip response message sent is sent to the SIPPhone management module；
The coding/decoding module 64, for the business datum that receiving position terminal 31 is sent, and by the received business number of institute
According to being sent to the ACD33；And it receives the business datum that the ACD33 is sent and is sent to the seat terminal 31.
The means of communication based on call center system of the present invention are described in detail below by embodiment.
Embodiment one
The present invention also describes means of communication when a kind of progress seat login based on call center system shown in Fig. 3,
As shown in fig. 7, the flow diagram of means of communication when Fig. 7 is the progress seat login of call center system of the embodiment of the present invention,
Detailed process is described as follows:
Step 700, the seat terminal 31 receives login service request；
Step 701, the seat terminal 31 requests the login service to generate HTTP login request message；
Step 702, the HTTP login request message is sent to the proxy server 32 by the seat terminal 31；
Step 703, the HTTP login request message is sent to the SIPPhone and serviced by the proxy server 32
Device 30；
Step 704, the SIPPhone server 30 parses the HTTP login request message, and is encapsulated as SIP login
Request message；
Step 705, the SIP login request message is sent to the ACD33 by the SIPPhone server 30, after
Process flow it is similar to the prior art, which is not described herein again；
Step 706, the SIPPhone server 30 receives the SIP login response message that ACD33 is sent；
Step 707, the SIPPhone server 30 parses the SIP login response message, and is encapsulated as HTTP login
Response message；
Step 708, the HTTP login response message is sent to the corresponding generation by the SIPPhone server 30
Manage server 32；
Step 709, the HTTP login response message is sent to the seat terminal 31 by the proxy server 32, with
Process flow afterwards is similar to the prior art, and which is not described herein again.
In above-mentioned steps 703, the HTTP login request message is also parsed and is encapsulated as CTI by the proxy server 32
Login request message, and the CTI login request message is sent to the cti server 35, the process and prior art phase
Seemingly, which is not described herein again.Correspondingly, the proxy server 32 is receiving the transmission of cti server 35 in step 709
The response of CTI logging request after, then the HTTP login response message is sent to the corresponding seat terminal 31.
Embodiment two
The embodiment of the present invention also describes one kind and is based on call center system shown in Fig. 3 when seat terminal is breathed out
The means of communication, as shown in figure 8, Fig. 8 be communication of the call center system of the embodiment of the present invention when seat terminal is breathed out
The flow diagram of method, detailed process are described as follows:
Step 800, the seat terminal 31 receives exhalation service request；
Step 801, the exhalation service request is generated HTTP and breathes out request message by the seat terminal 31；
Step 802, HTTP exhalation request message is sent to the corresponding proxy server 32 by seat terminal 31；
Step 803, HTTP exhalation request message is sent to the SIPPhone and serviced by the proxy server 32
Device 30；
Step 804, the SIPPhone server 30 parses the HTTP exhalation request message, and is encapsulated as SIP exhalation
Request message；
Step 805, SIP exhalation request message is sent to the ACD33 by the SIPPhone server 30；It is described
ACD33 is after receiving callee's response corresponding message, and Xiang Suoshu SIPPhone server issues SIP and breathes out response message, here
Process flow it is similar to the prior art, which is not described herein again；
Step 806, the SIP that the SIPPhone server 30 receives that ACD33 is sent breathes out response message；
Step 807, the SIPPhone server 30 parses the SIP exhalation response message, and is encapsulated as HTTP exhalation
Response message；
Step 808, HTTP exhalation response message is sent to the corresponding generation by the SIPPhone server 30
Manage server 32；
Step 809, HTTP exhalation response message is sent to the seat terminal 31 by the proxy server 32, with
Process flow afterwards is similar to the prior art, and which is not described herein again.
In above-mentioned steps 803, HTTP exhalation request message is also parsed and is encapsulated as CTI by the proxy server 32
Request message is breathed out, and CTI exhalation request message is sent to the cti server 35, the process and prior art phase
Seemingly, which is not described herein again.Correspondingly, the proxy server 32 receives the CTI that the cti server 35 is sent in step 809
Request response is breathed out, the CTI exhalation request response parse and is encapsulated as HTTP breathes out response message, then by institute
It states HTTP exhalation response message and is sent to the corresponding seat terminal 31, at this point, the seat terminal 31 enters ringing condition.
Embodiment three
The embodiment of the present invention also describes one kind and needs voice in seat terminal based on call center system shown in Fig. 3
And/or means of communication when Video service, as shown in figure 9, Fig. 9 is that call center system of the embodiment of the present invention is needed in seat terminal
The flow diagram of means of communication when wanting voice and/or Video service, detailed process are described as follows:
Step 900, the seat terminal 31 receives the multimedia requirement service request for needing voice or video；
Here, the requested multimedia of multimedia requirement service request (voice or video) is passed through from ACD33
SIPPhone server 30 arrives seat terminal 31；Alternatively, from seat terminal 31 by SIPPhone server 30 again to ACD33；
Step 901, the multimedia service request is generated HTTP multimedia requirement request message by the seat terminal 31；
Step 902, the HTTP multimedia requirement request message is sent to proxy server 32 by the seat terminal 31；
Step 903, the HTTP multimedia requirement request message is sent to described by the proxy server 32
SIPPhone server 30；
Step 904, the SIPPhone server 30 parses the HTTP multimedia requirement request message, and is encapsulated as
SIP multimedia requirement request message；
Step 905, the SIP multimedia requirement request message is sent to described by the SIPPhone server 30
ACD33, later process flow is similar to the prior art, and which is not described herein again；
Step 906, the SIPPhone server 30 receives the SIP multimedia requirement response message that the ACD33 is sent；
Step 907, the SIPPhone server 30 parses the SIP multimedia requirement response message, and is encapsulated as
HTTP multimedia requirement response message；
Step 908, the HTTP multimedia requirement response message is sent to corresponding by the SIPPhone server 30
Proxy server 32；
Step 909, the HTTP multimedia requirement response message is sent to the seat end by the proxy server 32
End 31, later process flow is similar to the prior art, and which is not described herein again.
Example IV
The embodiment of the present invention also describes one kind and carries out connecting socket in seat terminal based on call center system shown in Fig. 3
Means of communication when seat phone, Figure 10 are call center system of the embodiment of the present invention when seat terminal carries out connecting agent phone
The means of communication flow diagram, as shown in Figure 10, detailed process is described as follows:
Step 1000, the SIPPhone server 30 receives the SIP ringing message that the ACD33 is sent；
Step 1001, the SIP ringing message is parsed and is encapsulated as HTTP thing by the SIPPhone server 30
Part notification message；
Step 1002, the HTTP ringing message is sent to the corresponding generation by the SIPPhone server 30
Manage server 32；
Step 1003, it is logical to receive the HTTP ring that the SIPPhone server 30 is sent for the proxy server 32
Know that message is sent to the seat terminal 31；
Step 1004, the seat terminal 31 disappears according to HTTP ringing message initiation HTTP ring response request
Breath, and the HTTP ring response request message is sent to the proxy server 32；
Step 1005, the proxy server 32 receives the HTTP ring response request message that the seat terminal is sent,
And the HTTP ring response request message is sent to SIPPhone server；
Step 1006, the HTTP ring response that the SIPPhone server 30 receives that the proxy server 32 is sent is asked
Message is sought, parse and is encapsulated as SIP ring response request message；
Step 1007, the SIP ring response request message is sent to described by the SIPPhone server 30
ACD33；Similarly to the prior art, which is not described herein again for later process flow.
Step 1008, the SIP ring response request response that the SIPPhone server 30 receives that the ACD is sent disappears
Breath；
Step 1008, the SIPPhone server 30 parses and is encapsulated as HTTP ring response request response；
Step 1010, the HTTP ring response request response is sent to correspondence by the SIPPhone server 30
The proxy server 32；
Step 1011, the HTTP ring response that the proxy server 32 receives that the SIPPhone server 30 is sent is asked
Response message is asked to be sent to the seat terminal 31；
Step 1012, the seat terminal 31 receives the HTTP ring response request response that the proxy server 32 is sent
After message, opens real-time communication function and receive and process voice and/or video fluxion that the SIPPhone server is sent
According to packet.
In above-mentioned steps 1003, the HTTP ringing message is also parsed and is encapsulated as by the proxy server 32
CTI ringing message, and the CTI ringing message is sent to the cti server 35, the process and the prior art
Similar, which is not described herein again.Correspondingly, the proxy server 32 is receiving the hair of cti server 35 in step 1010
After the CTI ring response request response sent, then the HTTP ring response request response is sent to corresponding institute
Seat terminal 31 is stated, the process is similar to the prior art, and which is not described herein again.
If the above-mentioned integrated unit of the embodiment of the present invention is realized in the form of software function module and as independent production
Product when selling or using, also can store in a computer readable storage medium.Based on this understanding, the present invention is real
Applying the technical solution of example, substantially the part that contributes to existing technology can embody in the form of software products in other words
Come, which is stored in a storage medium, including some instructions are used so that a computer equipment (can
To be personal computer, server or network equipment etc.) execute the whole or portion of each embodiment the method for the present invention
Point.And storage medium above-mentioned includes: movable storage device, read-only memory (ROM, Read-Only Memory), deposits at random
The various media that can store program code such as access to memory (RAM, Random Access Memory), magnetic or disk.
The foregoing is only a preferred embodiment of the present invention, is not intended to limit the scope of the present invention.
Claims (12)
1. a kind of networking telephone SIPPhone server, which is characterized in that the SIPPhone server is used for agency service
The HTTP request message that device is sent parses and is encapsulated as session initiation protocol sip request message, and by institute
It states sip request message and is sent to automatic calling distributing equipment ACD；And receive the sip response message parsing that the ACD is sent
And it is encapsulated as http response message, the http response message is sent to corresponding proxy server；And receiving position is whole
The business datum sent is held, and the received business datum of institute is sent to the ACD；And receive the business that the ACD is sent
Data are sent to the seat terminal.
2. SIPPhone server according to claim 1, which is characterized in that the SIPPhone server is also used to
The sip event notification message that the ACD is sent is parsed and be encapsulated as HTTP event notification message, and the HTTP event is led to
Know that message is sent to corresponding proxy server；And the HTTP response request message for sending the proxy server parses
And it is encapsulated as SIP response request message, and the SIP response request message is sent to the ACD；And the ACD is sent out
The SIP response request response sent parses and is encapsulated as HTTP response request response, and HTTP response is requested to respond
Message is sent to the corresponding proxy server.
3. SIPPhone server according to claim 1 or 2, which is characterized in that the SIPPhone server includes:
HTTP distribution module, SIPPhone management module, SIPPhone interface module and coding/decoding module；Wherein,
The HTTP distribution module, the HTTP request message sent for Receiving Agent server；And by the SIPPhone
The http response message of management module encapsulation is sent to corresponding proxy server；
The SIPPhone management module, for parsing and being encapsulated as the received HTTP request message of HTTP distribution module
Sip request message；And the received sip response message of SIP interface module is parsed and is encapsulated as http response message；
The SIPPhone interface module, the sip request message for encapsulating the SIPPhone management module are sent to institute
State ACD；And receive the sip response message that the ACD is sent；Business datum is sent for receiving the ACD；
The coding/decoding module passes through institute for the business datum that receiving position terminal is sent, and by the received business datum of institute
It states SIPPhone interface module and is sent to the ACD；And the received business datum of the SIPPhone interface module is sent
To the seat terminal.
4. SIPPhone server according to claim 3, which is characterized in that the SIPPhone management module further includes
SIP request manages submodule；
The HTTP distribution module, the HTTP request message sent for receiving the proxy server, and the HTTP is asked
Message is asked to be sent to the SIP request management submodule；And receive the HTTP of the SIP request management submodule encapsulation
Response message, and it is sent to corresponding proxy server；
The SIP request manages submodule, for parsing and encapsulating the received HTTP request message of HTTP distribution module
For sip request message, while the SIPPhone critical data of initialization response；And it is the SIP interface module is received
Sip response message parses and is encapsulated as http response message, and the http response message is sent to the HTTP and distributes mould
Block；
The SIPPhone interface module, for the sip request message of SIP request management submodule encapsulation to be sent to institute
State ACD；And the sip response message received is sent to the SIP request and manages submodule.
5. SIPPhone server according to claim 2, which is characterized in that the SIPPhone server includes:
HTTP distribution module, SIPPhone management module and SIPPhone interface module；Wherein,
The HTTP distribution module, the HTTP event notification message for encapsulating the SIP management module are sent to corresponding
Proxy server；And the HTTP response request message that proxy server is sent is sent to the SIP management module；And
The HTTP response request response that the SIP management module encapsulates is sent to the corresponding proxy server；
The SIP management module is sent to institute for parsing sip event notification message and being encapsulated as HTTP event notification message
State HTTP distribution module；And the HTTP response request message is parsed and be encapsulated as SIP response request message and is sent to
The SIP interface module；And SIP response request response is parsed and is encapsulated as HTTP response request response simultaneously
It is sent to the corresponding HTTP distribution module；
The SIP interface module, the sip event notification message for sending the ACD are sent to the SIP management module；
And the SIP response request message that the SIP management module encapsulates is sent to the ACD；And send the ACD
Sip response message is sent to the SIPPhone management module.
6. a kind of SIPPhone server, which is characterized in that the SIPPhone server is also used to the SIP thing for sending ACD
Part notification message parses and is encapsulated as HTTP event notification message, and the HTTP event notification message is sent to corresponding generation
Manage server；And the HTTP response request message that the proxy server is sent is parsed and is encapsulated as SIP response request and is disappeared
Breath, and the SIP response request message is sent to the ACD；And the SIP response request response that the ACD is sent is disappeared
Breath parses and is encapsulated as HTTP response request response, and HTTP response request response is sent to the corresponding generation
Manage server.
7. SIPPhone server according to claim 6, which is characterized in that the SIPPhone server includes:
HTTP distribution module, SIPPhone management module and SIPPhone interface module；Wherein,
The HTTP distribution module, the HTTP event notification message for encapsulating the SIP management module are sent to corresponding
Proxy server；And the HTTP response request message that proxy server is sent is sent to the SIP management module；And
The HTTP response request response that the SIP management module encapsulates is sent to the corresponding proxy server；
The SIP management module is sent to institute for parsing sip event notification message and being encapsulated as HTTP event notification message
State HTTP distribution module；And the HTTP response request message is parsed and be encapsulated as SIP response request message and is sent to
The SIP interface module；And SIP response request response is parsed and is encapsulated as HTTP response request response simultaneously
It is sent to the corresponding HTTP distribution module；
The SIP interface module, the sip event notification message for sending the ACD are sent to the SIP management module；
And the SIP response request message that the SIP management module encapsulates is sent to the ACD；And send the ACD
Sip response message is sent to the SIPPhone management module.
8. SIPPhone server according to claim 7, which is characterized in that the SIPPhone management module further includes
Sip event manages submodule；
The HTTP distribution module, for the HTTP event notification message of sip event management submodule encapsulation to be sent to
Corresponding proxy server；And the HTTP response request message that proxy server is sent is sent to the sip event management
Submodule；And the HTTP response request response of sip event management submodule encapsulation is sent to corresponding described
Proxy server；
The sip event manages submodule, for sip event notification message to be parsed to and is encapsulated as HTTP event notification message,
And it is sent to the HTTP distribution module；And HTTP response request message is parsed and is encapsulated as SIP response request message simultaneously
It is sent to the SIP interface module；And SIP response request response is parsed and is encapsulated as HTTP response request response
Information and sending gives the corresponding HTTP distribution module；
The SIP interface module, the sip event notification message for sending the ACD are sent to sip event management
Module；And the SIP response request message of sip event management submodule encapsulation is sent to the ACD；And by institute
The sip response message for stating ACD transmission is sent to the SIPPhone management module.
9. a kind of call center system, which is characterized in that the system comprises automatic calling distributing equipment ACD, seat terminal, generation
Manage server and networking telephone SIPPhone server；Wherein,
The seat terminal, for the service request received to be generated HTTP request message, and by institute
It states HTTP request message and is sent to the corresponding proxy server；And it receives the HTTP that the proxy server is sent and rings
Answer message；
The proxy server, the HTTP request message for sending the seat terminal are sent to SIPPhone server；
And the http response message that SIPPhone server encapsulates is sent to seat terminal；
The SIPPhone server, the HTTP request message for sending the proxy server parse and are encapsulated as SIP
Request message, and the sip request message is sent to ACD；And it receives the sip response message that the ACD is sent and parses simultaneously
It is encapsulated as http response message, the http response message is sent to corresponding proxy server；And receiving position terminal
The business datum of transmission, and the received business datum of institute is sent to the ACD；And receive the business number that the ACD is sent
According to being sent to the seat terminal.
10. a kind of call center system, which is characterized in that the system comprises automatic calling distributing equipment ACD, seat terminal,
Proxy server and networking telephone SIPPhone server；Wherein,
The seat terminal for initiating HTTP response request message according to HTTP event notification message, and the HTTP is answered
It answers request message and is sent to the proxy server；And the HTTP response request response that Receiving Agent server is sent,
And it opens real-time communication function and receives and processes the voice and/or video streaming data packet of the transmission of SIPPhone server；
The proxy server, the HTTP event notification message for encapsulating the SIPPhone server are sent to institute
State seat terminal；And the HTTP response request message that the seat terminal is sent is sent to SIPPhone server；With
And it receives the HTTP response request response that the SIPPhone server is sent and is sent to seat terminal；
The SIPPhone server is also used to parse the sip event notification message that the ACD is sent and is encapsulated as HTTP thing
Part notification message, and the HTTP event notification message is sent to corresponding proxy server；And by the agency service
The HTTP response request message that device is sent parses and is encapsulated as SIP response request message and is sent to the ACD；And by institute
The SIP response request response for stating ACD transmission parses and is encapsulated as HTTP response request response and is sent to corresponding
The proxy server.
11. a kind of means of communication of call center system, which is characterized in that the call center system includes computer telecommunication collection
At cti server, automatic calling distributing equipment ACD, interactive voice answering equipment IVR, webpage Web server, seat terminal,
The proxy server SIPPhone server new with increasing, which comprises
Service request generates HTTP request message to the seat terminal based on the received, and the HTTP request message is sent to
The proxy server；
The HTTP request message is sent to the SIPPhone server by the proxy server；
The SIPPhone server parses the HTTP request message and is encapsulated as sip request message, and by the SIP request
Message is sent to the ACD；
The SIPPhone server parses the sip response message that the ACD is sent and is encapsulated as http response message, and by institute
It states http response message and is sent to the corresponding proxy server；
The http response message is sent to the seat terminal by the proxy server.
12. a kind of means of communication of call center system, which is characterized in that the call center system includes computer telecommunication collection
At cti server, automatic calling distributing equipment ACD, interactive voice answering equipment IVR, webpage Web server, seat terminal,
The proxy server SIPPhone server new with increasing, which comprises
The SIPPhone server receives the sip event notification message that the ACD is sent, and parses and is encapsulated as HTTP event and leads to
Know information and sending to the corresponding proxy server；
The HTTP event notification message that the proxy server receives the SIPPhone server transmission is sent to described
Seat terminal；
The seat terminal initiates HTTP response request message according to the HTTP event notification message, and by the HTTP response
Request message is sent to the corresponding proxy server；
The proxy server receives the HTTP response request message that the seat terminal is sent, and the HTTP response is requested
Message is sent to the SIPPhone server；
The SIPPhone server receives the HTTP response request message that the proxy server is sent, and parses and is encapsulated as
SIP response request message, and the SIP response request message is sent to the ACD；
The SIPPhone server receives the SIP response request response that the ACD is sent, and parses and is encapsulated as HTTP and answers
Request response is answered, and the HTTP response request response is sent to the corresponding proxy server；
The HTTP response request response that the proxy server receives the SIPPhone server transmission is sent to described
Seat terminal；
After the seat terminal receives the HTTP response request response that the proxy server is sent, real-time communication function is opened
It can and receive and process the voice and/or video streaming data packet that the SIPPhone server is sent.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310347181.0A CN104348823B (en) | 2013-08-09 | 2013-08-09 | SIPPhone server, call center system and its means of communication |
| PCT/CN2014/076528 WO2014169864A1 (en) | 2013-08-09 | 2014-04-29 | Sip phone server, call center system and communication method thereof |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201310347181.0A CN104348823B (en) | 2013-08-09 | 2013-08-09 | SIPPhone server, call center system and its means of communication |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN104348823A CN104348823A (en) | 2015-02-11 |
| CN104348823B true CN104348823B (en) | 2019-03-01 |
Family
ID=51730825
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201310347181.0A Active CN104348823B (en) | 2013-08-09 | 2013-08-09 | SIPPhone server, call center system and its means of communication |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN104348823B (en) |
| WO (1) | WO2014169864A1 (en) |
Families Citing this family (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| EP2789143B1 (en) * | 2011-12-09 | 2015-08-19 | Telefonaktiebolaget LM Ericsson (PUBL) | Method, server and user equipment for accessing an http server |
| CN108933869B (en) * | 2018-07-27 | 2020-10-27 | 携程旅游信息技术（上海）有限公司 | Dynamic recording system and method for call center |
| CN110460730B (en) * | 2019-08-15 | 2021-05-11 | 人立方智能科技有限公司 | WEB page terminal phone system and outbound method |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101150419A (en) * | 2007-11-12 | 2008-03-26 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
| CN101227531A (en) * | 2008-01-31 | 2008-07-23 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
| CN101502086A (en) * | 2006-06-08 | 2009-08-05 | 三德惬瑞公司 | Converged call center |
| CN102299967A (en) * | 2011-09-08 | 2011-12-28 | 中兴通讯股份有限公司 | Mobile position system, gateway, mobile terminal and method for realizing mobile position |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JP4832482B2 (en) * | 2008-08-20 | 2011-12-07 | 日本電信電話株式会社 | Protocol conversion apparatus and protocol conversion method |
| US20110194554A1 (en) * | 2010-02-10 | 2011-08-11 | Telefonaktiebolaget L M Ericsson (Publ) | Systems and methods for implementing call pick up using gruu an ims network |
| CN101877708A (en) * | 2010-06-30 | 2010-11-03 | 中兴通讯股份有限公司 | Method and system for implementing multimedia conference in IMS network |
-
2013
- 2013-08-09 CN CN201310347181.0A patent/CN104348823B/en active Active
-
2014
- 2014-04-29 WO PCT/CN2014/076528 patent/WO2014169864A1/en active Application Filing
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101502086A (en) * | 2006-06-08 | 2009-08-05 | 三德惬瑞公司 | Converged call center |
| CN101150419A (en) * | 2007-11-12 | 2008-03-26 | 中国电信股份有限公司 | A new generation call center system and automatic service realization method |
| CN101227531A (en) * | 2008-01-31 | 2008-07-23 | 中国电信股份有限公司 | Method and system for monitoring video based on soft queue |
| CN102299967A (en) * | 2011-09-08 | 2011-12-28 | 中兴通讯股份有限公司 | Mobile position system, gateway, mobile terminal and method for realizing mobile position |
Also Published As
| Publication number | Publication date |
|---|---|
| CN104348823A (en) | 2015-02-11 |
| WO2014169864A1 (en) | 2014-10-23 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN101330548B (en) | Method of setting up a call-back | |
| US8194847B2 (en) | Method and system for voice monitoring | |
| US20070041567A1 (en) | Method and Apparatus for Integrating Agent Status between a Customer Relations Management System and A Multiple Channel Communications Center | |
| US10291780B1 (en) | Method and system for conveying context data in a multi-channel and omni-channel environment | |
| CN102082884B (en) | Audio/video cooperation method and system based on 3G | |
| EP1530355A2 (en) | Method and system for providing communication services for hearing-impaired parties | |
| US20130282820A1 (en) | Method and System for an Optimized Multimedia Communications System | |
| SG158769A1 (en) | Activation of communication sessions in a communication system | |
| JP2001521695A (en) | Systems and methods and manufacturing articles for switched telephone communications | |
| US8811578B2 (en) | System and method for providing local interactive voice response services | |
| CN104348823B (en) | SIPPhone server, call center system and its means of communication | |
| CN102148828A (en) | Network system and method for realizing click to dial service based on capability open platform | |
| CN108881149A (en) | A kind of cut-in method and system of videophone device | |
| CN112600824A (en) | Telephone voice communication method, device, server and storage medium | |
| EP1528713A2 (en) | Remote monitoring of graphical telecommunications terminals | |
| CN105812182B (en) | The method and system of dynamic configuration SIP phone | |
| CN104243290B (en) | A kind of dispatching desk communication means based on instant message and system | |
| US9762741B2 (en) | Robust DTMF detection in an unreliable voice-over-IP (VoIP) environment | |
| CN109379504B (en) | Ringing system of car networking | |
| CN105516123B (en) | The method and landing telephone service server of the networking telephone and telephone network telephone communication | |
| CN105656900B (en) | Method and system for controlling IP (internet protocol) phone calling at power enterprise PC client | |
| Jung et al. | Call/messaging open API for telecommunication services | |
| CN109547654A (en) | Call capabilities opening method and device | |
| CN108184033A (en) | A kind of method, terminal and the system of teleengineering support VoIP | |
| CN111970292B (en) | Civil aviation VoIP voice communication exchange system and control seat distributed networking method |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |