CN104348823B - SIPPhone server, call center system and its means of communication - Google Patents

SIPPhone server, call center system and its means of communication Download PDF

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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
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sent
http
sip
server
sipphone
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CN104348823A (en
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葛毅
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ZTE Corp
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ZTE Corp
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Priority to PCT/CN2014/076528 priority patent/WO2014169864A1/en
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    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10Architectures or entities
    • H04L65/1046Call controllers; Call servers
    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04LTRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/10Architectures or entities
    • H04L65/102Gateways
    • H04L65/1033Signalling gateways
    • H04L65/104Signalling gateways in the network

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  • 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

SIPPhone server, call center system and its means of communication
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.
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