CN104683608A

CN104683608A - Method for realizing distributed call center, distributed call center and related devices

Info

Publication number: CN104683608A
Application number: CN201310629198.5A
Authority: CN
Inventors: 高卓
Original assignee: Huawei Technologies Co Ltd
Current assignee: Huawei Technologies Co Ltd
Priority date: 2013-11-29
Filing date: 2013-11-29
Publication date: 2015-06-03
Anticipated expiration: 2033-11-29
Also published as: CN104683608B; WO2015078149A1

Abstract

The invention discloses a method for realizing a distributed call center, a distributed call center and related devices. The related devices include seat terminals and a public domain server. Each seat terminal comprises a registration module and a seat node module, wherein each registration module is used for sending a registration application to the public domain server, registering each seat terminal as a seat, and receiving a seat identifier returned by the public domain server; each seat node module is used for sending a join request to the public domain server, receiving a sign-in authorization code, returned by the public domain server, of a first virtual call center, and signing in the first virtual call center by using the sign-in authorization code, so that each seat terminal becomes a seat node of the first virtual call center, wherein the join request comprises a seat identifier and an identifier of the first virtual call center,. According to the technical scheme, a plurality of seat terminals can be organized into one distributed call center, no server side and no central apparatus room are needed in operation; the method disclosed by the invention is simple in structure and easy to realize.

Description

Realize the method for distributed call center and distributed call center and relevant apparatus

Technical field

The present invention relates to communication technical field, be specifically related to realize the method for distributed call center and distributed call center and relevant apparatus.

Background technology

Call center is a kind of place or system of realizing centralized user service based on modern communication technology.Call center adopts CTI(Computer and Telephony Integrator mostly, computer and communication integrate) technology, as shown in Figure 1, mainly comprise Call Center Platform and attend a banquet, Call Center Platform mainly comprises service end to its composition.

As shown in Figure 1, the access code of user's place calls center A, needs the service end through call center A, is finally assigned on certain seat; If the seat be assigned with cannot process the service of this user request, also to need the call forwarding of this user by service end to Tele User Agent.Above-mentioned call center, to the process of all-calls, all needs through service end, and service end becomes user's the only way which must be passed to seat, and the networking of call center system is disposed must centered by service end.General, service end concentrates on a region and disposes.

Existing call centric system architecture is very huge, and building a call center needs independently machine room, equipment and operation system, the assembly related to or parts numerous, need professional come dispose and business commissioning.And existing call central distribution formula ability, all need a service end and be deployed in central machine room, all needs to have been come by service end alternately, and upgrade to the capacity of service end, performance requirement, concurrent processing is all very high requirement.

Summary of the invention

The embodiment of the present invention provides the method and distributed call center and relevant apparatus that realize distributed call center, to solve existing call center system branch ability, the technical problem that framework is huge.

First aspect present invention provides one to attend a banquet terminal, for distributed call center, described distributed call center comprise PD server and multiple described in attend a banquet terminal, described terminal of attending a banquet comprises: Registering modules, for sending application for registration to described PD server, described endpoint registration of attending a banquet is become attending a banquet of described distributed call center, and receives the mark of attending a banquet that described PD server returns; To attend a banquet node module, join request for sending to described PD server, described join request comprise described in attend a banquet mark and be created in the mark of the first Virtual Call Center on described PD server, what receive described first Virtual Call Center that described PD server returns logs on authorization code, utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, terminal of attending a banquet described in making becomes the node of attending a banquet of described first Virtual Call Center.

In the implementation that the first is possible, described terminal of attending a banquet also comprises: access node module, for when described in attend a banquet terminal be set to access node by the management node of described first Virtual Call Center time, after receiving the calling of user side initiation, multihome node to described first Virtual Call Center initiates incoming call service request, and the foundation call between node and described user side of attending a banquet distributed at described multihome node connects.

In conjunction with the first possible implementation of first aspect or first aspect, in the implementation that the second is possible, described terminal of attending a banquet also comprises: multihome node module, for when described in attend a banquet terminal be the multihome node of described first Virtual Call Center time, the incoming call service request that the access node receiving described first Virtual Call Center is initiated afterwards in the calling receiving user side, peer distribution of attending a banquet one of described first Virtual Call Center gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected.

In conjunction with the implementation that the first or the second of first aspect or first aspect are possible, in the implementation that the third is possible, described node module of attending a banquet, also for when described terminal of attending a banquet is distributed to by the multihome node of described first Virtual Call Center the user side made a call, receive the assignment negotiation request that described multihome node sends, judge whether the calling accepting described user side, if accept, then return and consult success response to described multihome node, and set up to converse with described user side by the access node of described first Virtual Call Center and be connected.

In conjunction with the first of first aspect or first aspect to any one in the third possible implementation, in the 4th kind of possible implementation, described terminal of attending a banquet also comprises: management node module, application is created for sending to described PD server, to create the second Virtual Call Center on described PD server, receive the mark of described second Virtual Call Center that described PD server returns, terminal of attending a banquet described in making becomes the management node of described second Virtual Call Center, and become the node of attending a banquet of described second Virtual Call Center simultaneously.

In conjunction with the 4th kind of possible implementation of first aspect, in the 5th kind of possible implementation, described management node module, also for receiving the approval request that described PD server sends, described approval request be described PD server receive that a node of attending a banquet sends for generate after adding joining request in described second virtual call, described in judging whether to allow, node of attending a banquet adds described second Virtual Call Center, if allow, then return examination & approval by response to described PD server.

Second aspect present invention provides a kind of PD server, for distributed call center, described distributed call center also comprises terminal of attending a banquet as above, described PD server comprises: Registering modules, for the application for registration that terminal of attending a banquet described in receiving sends, be attending a banquet of described distributed call center by described endpoint registration of attending a banquet, and return attend a banquet mark to described in attend a banquet terminal; Transceiver module, what send for terminal of attending a banquet described in receiving joins request, described join request comprise described in attend a banquet the mark and be created in the mark of the first Virtual Call Center on described PD server of attending a banquet of terminal, what send described first Virtual Call Center logs on authorization code to described terminal of attending a banquet, so that described in terminal of attending a banquet utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, become the node of attending a banquet of described first Virtual Call Center.

In the implementation that the first is possible, described transceiver module, also for after joining request described in receiving, send approval request to examine to the management node of described first Virtual Call Center, receive examination & approval that described management node returns by after response, what perform described first Virtual Call Center of described transmission logs on authorization code to described terminal of attending a banquet.

In conjunction with the first possible implementation of second aspect or second aspect, in the implementation that the second is possible, described PD server also comprises: creation module, for the establishment application that terminal of attending a banquet described in receiving sends, described PD server creates the second Virtual Call Center, attend a banquet terminal simultaneously as the management node of described second Virtual Call Center and node of attending a banquet using described, and the mark returning described second Virtual Call Center to described in attend a banquet terminal.

Third aspect present invention provides a kind of distributed call center, comprising: PD server and multiple terminal of attending a banquet, described in terminal of attending a banquet become attending a banquet of described distributed call center to described PD server registration; One of them is attended a banquet to the application of described PD server and creates a Virtual Call Center, becomes the management node of described Virtual Call Center, and becomes the node of attending a banquet of described Virtual Call Center simultaneously; Multiple other application of attending a banquet adds described Virtual Call Center, becomes the node of attending a banquet of described Virtual Call Center; Wherein at least one attends a banquet node simultaneously as the access node of described Virtual Call Center; One of them attends a banquet node simultaneously as the multihome node of described Virtual Call Center; Described access node, after receiving calling that user side initiates, initiates incoming call service request to described multihome node, sets up call connect attending a banquet of distributing of described multihome node between node and described user side; Described multihome node, after receiving incoming call service request that described access node initiates, peer distribution of one of them being attended a banquet gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected; Described node of attending a banquet, during for being assigned to the user side made a call, setting up to converse by described access node and described user side and is connected.

In the implementation that the first is possible, described multihome node is dynamically elected by election mechanism by multiple nodes of attending a banquet of described Virtual Call Center; Described access node arranges generation by described management node.

In conjunction with the first possible implementation of the third aspect or the third aspect, in the implementation that the second is possible, described multihome node is dynamically elected by election mechanism by multiple nodes of attending a banquet of described Virtual Call Center; Described access node arranges generation by described management node.

In conjunction with the implementation that the first or the second of the third aspect or the third aspect are possible, in the implementation that the third is possible, described access node, also for be not assigned with in described calling attend a banquet node time, queue is put in described calling and ranks.

In conjunction with the first of the third aspect or the third aspect to any one in the third possible implementation, in the 4th kind of possible implementation, after described Virtual Call Center is successfully established, the common data of self is set to share by multiple nodes of attending a banquet of described Virtual Call Center, the common data of multiple nodes sharing of attending a banquet is made to form a distributed shared data pond, so that described multihome node carries out attending a banquet peer distribution according to described distributed shared data pond.

In conjunction with the first of the third aspect or the third aspect to any one in the 4th kind of possible implementation, in the 5th kind of possible implementation, described management node is also for examination & approval management of attending a banquet to described Virtual Call Center, nodal community of attending a banquet manages, access node manages, or grouping management of attending a banquet.

Fourth aspect present invention provides a kind of implementation method of distributed call center, comprise: at least two terminals of attending a banquet send application for registration to be registered as attending a banquet of described distributed call center to PD server, and receive the mark of attending a banquet that described PD server returns; One of them is attended a banquet to described PD server and sends establishment application to create a Virtual Call Center, create the management node becoming described Virtual Call Center successfully, and become the node of attending a banquet of described Virtual Call Center simultaneously, receive the mark of this Virtual Call Center that described PD server returns; Other is attended a banquet to described PD server transmission and joins request, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, what receive the described Virtual Call Center that described PD server returns logs on authorization code, the authorization code that logs on according to described Virtual Call Center logs on described Virtual Call Center, becomes the node of attending a banquet of described Virtual Call Center.

In the implementation that the first is possible, described method also comprises: at least one Node configuration of attending a banquet of described Virtual Call Center is access node by described management node; Multiple nodes of attending a banquet of described Virtual Call Center dynamically elect a multihome node by election mechanism.

In conjunction with the first possible implementation of fourth aspect or fourth aspect, in the implementation that the second is possible, described method also comprises: the common data of self is set to share by multiple node of attending a banquet, the common data of multiple nodes sharing of attending a banquet is made to form a distributed shared data pond, so that described multihome node carries out attending a banquet peer distribution according to described distributed shared data pond.

Fifth aspect present invention provides the implementation method of another kind of distributed call center, comprise: PD server receives the registration request that terminal of attending a banquet sends, be attending a banquet of described distributed call center by described endpoint registration of attending a banquet, return attend a banquet mark to described in attend a banquet terminal; Receive the establishment application of one of them transmission of attending a banquet to create a Virtual Call Center, using send create application attend a banquet as the management node of described Virtual Call Center, simultaneously as the node of attending a banquet of described Virtual Call Center, return the mark of described Virtual Call Center to described management node; Receive other joining request of transmission of attending a banquet, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, the authorization code that logs on returning described Virtual Call Center is attended a banquet to described other, so that described other is attended a banquet and logged on described Virtual Call Center according to the authorization code that logs on of described Virtual Call Center, become the node of attending a banquet of described Virtual Call Center.

Sixth aspect present invention provides a kind of distributed call center process user the method for calling out, and comprising: multihome node receives incoming call service request, and described incoming call service request is that access node is initiated to described multihome node when the calling receiving user side; For described user side distributes a node of attending a banquet; Control described access node to set up to converse with node of attending a banquet described in distribution and be connected, to be connected with attending a banquet described in distribution to set up to converse between node at described user side by described access node.

In the implementation that the first is possible, comprise for described user side distributes a node of attending a banquet: the data based on multiple nodes sharing of attending a banquet determine idle node of attending a banquet; Do not have idle attend a banquet node time, indicate described access node that the calling of described user side is added queue and rank; Available free attend a banquet node time, select an idle peer distribution of attending a banquet to described user side, and be occupied state by Node configuration of attending a banquet described in distribution; Accordingly, control described access node to set up to converse to be connected with node of attending a banquet described in distribution and comprise: send assignment negotiation request to node of attending a banquet described in distributing; Receive negotiation that node of attending a banquet described in distribution returns by after response, by attending a banquet described in distribution, Node configuration is talking state, and node of attending a banquet described in controlling to distribute is set up to converse with described access node and is connected.

In conjunction with the first possible implementation of the 6th aspect or the 6th aspect, in the implementation that the second is possible, described method also comprises: described multihome node receives the exhalation service request for calling party's end that a node of attending a banquet sends; By attending a banquet described in transmission exhalation service request, Node configuration is talking state; Control access node to the request of making a call of described user side; After receiving by described access node the call answering information that described user side returns, control described access node to set up to converse with the node of attending a banquet of described transmission exhalation service request and be connected, to be connected with attending a banquet described in transmission exhalation service request to set up to converse between node at described user side by described access node.

Therefore, terminal that what the embodiment of the present invention provided attend a banquet can create Virtual Call Center to the application of PD server, also the Virtual Call Center that other terminal to apply of attending a banquet creates can be added, make, multiple terminal of attending a banquet can be organized into a distributed call center, and this distributed call center does not need central machine room, and framework is simple, easy realization, does not need service end when processing user and calling out.

Accompanying drawing explanation

Fig. 1 is the composition schematic diagram of existing call centring system;

Fig. 2 is that the embodiment of the present invention is attended a banquet the logical architecture figure of the seat system disposed in terminal;

Fig. 3 is the schematic diagram in embodiment of the present invention distributed shared data pond;

Fig. 4 is the flow chart of the implementation method of the distributed call center that one embodiment of the invention provides;

Fig. 5 is the flow chart of the implementation method of the distributed call center that another embodiment of the present invention provides;

Fig. 6 is the flow chart of an application scenarios example of method shown in Fig. 4 and Fig. 5;

Fig. 7 is the flow chart of the method for one embodiment of the invention distributed call center process user calling;

Fig. 8 is the flow chart of an application scenarios example of method shown in Fig. 7;

Fig. 9 is the schematic diagram divided into groups of attending a banquet in the embodiment of the present invention;

Figure 10 is the schematic diagram of the terminal of attending a banquet that one embodiment of the invention provides;

Figure 11 is the schematic diagram of the PD server that one embodiment of the invention provides;

Figure 12 is the schematic diagram of the distributed call center that one embodiment of the invention provides;

Figure 13 is the schematic diagram of the terminal of attending a banquet that another embodiment of the present invention provides;

Figure 14 is the schematic diagram of the PD server that another embodiment of the present invention provides.

Embodiment

The embodiment of the present invention provides the method and distributed call center and relevant apparatus that realize distributed call center, to solve existing call center system branch ability, the technical problem that framework is huge.The present invention program is understood better in order to make those skilled in the art person, below in conjunction with the accompanying drawing in the embodiment of the present invention, technical scheme in the embodiment of the present invention is clearly and completely described, obviously, described embodiment is only the embodiment of a part of the present invention, instead of whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art, not making the every other embodiment obtained under creative work prerequisite, should belong to the scope of protection of the invention.

To facilitate understanding of the present embodiment of the invention, first introduce the distributed call center of the embodiment of the present invention, this distributed call center comprises PD server and multiple terminal of attending a banquet.

Wherein, each terminal of attending a banquet can become attending a banquet of distributed call center to PD server registration, PD server can be attended a banquet for each distribution one of attending a banquet of succeeding in registration mark, and this mark of attending a banquet can be specifically the ID(IDentity that attends a banquet, identify label number).Each attending a banquet can create a Virtual Call Center to the application of PD server, become the management node of this Virtual Call Center, and become the node of attending a banquet of Virtual Call Center simultaneously, PD server can distribute a mark for creating successful Virtual Call Center, and this mark can be specifically ID or title etc.Do not apply for that each the attending a banquet creating Virtual Call Center can apply for adding this Virtual Call Center, become the node of attending a banquet of this Virtual Call Center.Wherein at least one node of attending a banquet can simultaneously as the access node of described Virtual Call Center.One of them node of attending a banquet can simultaneously as the multihome node of this Virtual Call Center.It should be noted that, above-mentioned management node, access node and multihome node also have the identity of node of attending a banquet simultaneously, that is, have dual identity; Other the terminal of attending a banquet only with node identities of attending a banquet, can be called common node of attending a banquet.It should be noted that, in this distributed call center, one or more Virtual Call Center can have been created.

Below, further describe:

To attend a banquet node:

Node of attending a banquet refers to attending a banquet as Virtual Call Center member.Attending a banquet as each of Virtual Call Center member, is all the node of attending a banquet of this Virtual Call Center.Wherein, application creates attending a banquet of this Virtual Call Center, while becoming the management node of this Virtual Call Center, also becomes a node of attending a banquet of this Virtual Call Center.Other is attended a banquet after successfully adding this Virtual Call Center, becomes the seat node of this Virtual Call Center.

Management node:

Attend a banquet and can create a Virtual Call Center to the application of PD server for one of distributed call center, create successfully, this is attended a banquet becomes the management node of this Virtual Call Center, to manage this Virtual Call Center.Management node also becomes a seat node of this Virtual Call Center simultaneously.

Access node:

Access node is that it is one or more to attend a banquet in node, is arranged form by management node.Access node is as the IAD of Virtual Call Center, externally provide voice communication capability, with various types of voice gateway interconnect, can realize PSTN(Public Switched Telephone Network, public switch telephone network)/PLMN(public land mobile network, public land mobile network) to VOIP(Voice over Internet Protocol, the networking telephone) turn mutually, thus realize conversing with user side.Access node is also a seat node of Virtual Call Center simultaneously.

Multihome node:

Multihome node is also a seat node of Virtual Call Center simultaneously, is dynamically elected by " election " mechanism by all seat nodes.Remain between multihome node and other seat nodes all of Virtual Call Center regularly to trust and shake hands.

Service packet:

When a Virtual Call Center comprise a fairly large number of attend a banquet node time, for the ease of management, can, to node division service packet of attending a banquet, make each service packet comprise several nodes of attending a banquet, and, make each service packet comprise at least one access node.Other of each service packet node of attending a banquet carries out voice call by the access node of this service packet and user side.

To attend a banquet terminal:

In order to realize above-mentioned various identity and function, described in terminal of attending a banquet can be specifically various types of communication terminal with function of voice communication.This terminal of attending a banquet can be deployed with seat system, and the logical architecture of seat system as shown in Figure 2, can comprise following three layers: voice communication layer, call analysis control and routing layer, call queuing and seat Distribution Layer.Wherein:

Voice communication layer, can be specifically VOIP(Voice over Internet Protocol, the networking telephone) voice communication layer, can be used for directly or indirectly being connected with the voice gateways of the type such as VOIP, complete the voice call between the user side that is connected with voice gateways; Also SIP(Session Initiation Protocol can be passed through, conversation initialized protocol, the signaling control protocol of an application layer) network or other IP(Internet Protocol, Internet protocol) communication connection of real-time performance and other seat terminal; And can be connected with the PD server communication of accessing Internet.

Call analysis controls and routing layer, and matched routings is carried out in the calling that can be used for user side is initiated.Such as, can be used for analyzing the called number of the calling that user side is initiated, so that call matches is routed to different service packet; Can also according to self-defining call control strategy, to determine the service packet of user.

Call queuing and seat Distribution Layer, for coordinating the terminal of attending a banquet as multihome node, distribute unitedly the seat in service packet, if seat is no-trunk, makes calling enter queue and queue up.

In the embodiment of the present invention, it is privately owned that the data of each seat terminal comprise Private() and Public(public) two types, seat terminal only safeguards self Private data; Public data are then set to share and externally provide Setter(to arrange) and Getter(acquisition) method, for multihome node access and operation.Public (Public) data of self can be set to share by multiple or all nodes of attending a banquet of Virtual Call Center, make the common data of multiple or all nodes of attending a banquet form a distributed shared data pond.The data in this distributed shared data pond can be checked and operate to multihome node, and other seat node then can only be checked data in distributed shared data pond and can not operate.

Distributed shared data pond as shown in Figure 3, each node and PD server of attending a banquet sets up an interface channel (i.e. Pair), divided by Virtual Call Center and be equipped with unique Pair-ID, each node of attending a banquet checks the common data of other any one nodes sharing of attending a banquet by interface channel, the common data of all nodes sharing of attending a banquet becomes a virtualized distributed shared data pond.Pair passage is for carrying the common data of Virtual Call Center inside, and this shared data can comprise route data, the multidate information flow data that seat continues, or other control flow check data.Wherein, route data can comprise static routing data or dynamic routing data; Whether the multidate information flow data that seat continues can comprise node of attending a banquet idle, connects success rate, average each duration of call etc., customer evaluation situation etc.; The multidate information flow data that seat continues can carry out additions and deletions according to actual needs.

Distributed shared data pond can adopt distributed caching technology to realize, and distributed caching technology has high concurrency and throughput, and one-level is system responses ability fast.Conventional distributed caching technology comprises Peer-to-Peer(peer-to-peer network), and Client/Server(client-server structure) two kinds of deployment modes.The distributed caching technological frame of current trend is many, and popular has ehcache, memcache, oscache, JCS, Jcache and JBossCache etc.

Please refer to Fig. 4, the embodiment of the present invention provides a kind of implementation method of distributed call center.This distributed call center comprises PD server and multiple terminal of attending a banquet.Method comprises:

110, at least two terminals of attending a banquet send application for registration to be registered as attending a banquet of distributed call center to PD server, and receive the mark of attending a banquet that described PD server returns.

On the internet, terminal of attending a banquet can random access everywhere for PD server disposition.First, each terminal of attending a banquet needs to send application for registration to PD server and attends a banquet to be registered as, and after succeeding in registration, PD server is that each attending a banquet is distributed unique the attending a banquet of the overall situation and identified such as ID and return to each and attend a banquet.The essential information of each management self of attending a banquet, described essential information can comprise the ID that attends a banquet, password, name, sex, contact method, mailing address, QQ, Email, Termination ID, affiliated call center ID, authorization code etc.

120, one of them is attended a banquet to PD server and sends establishment application to create a Virtual Call Center, create the management node becoming this Virtual Call Center successfully, and become the node of attending a banquet of this second Virtual Call Center simultaneously, receive the mark of this Virtual Call Center that described PD server returns.

Terminal of attending a banquet can send to PD server and create application to create Virtual Call Center.Virtual Call Center creates successfully, and the terminal of attending a banquet that application creates becomes the management node of this Virtual Call Center, becomes the node of attending a banquet of described second Virtual Call Center simultaneously, and PD server can distribute the overall situation unique mark for this Virtual Call Center.This mark can be ID or title etc.

130, other is attended a banquet to described PD server transmission and joins request, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, what receive the Virtual Call Center that described PD server returns logs on authorization code, the authorization code that logs on according to described Virtual Call Center logs on described Virtual Call Center, becomes the node of attending a banquet of described Virtual Call Center.

The mark of self to be comprised in other joining request of transmission of attending a banquet, with indicate identification, also will comprise the mark for the Virtual Call Center added, the title of such as Virtual Call Center.After PD server receives other the joining request of transmission of attending a banquet beyond management node, approval request can be sent examine to management node, approval request comprises mark of attending a banquet, management node examination & approval by after return examination & approval by response to PD server, then PD server send Virtual Call Center log on authorization code to send join request attend a banquet, make this attend a banquet and utilize the mandate that logs on of Virtual Call Center to log on described Virtual Call Center, become the node of attending a banquet of this Virtual Call Center.When the quantity of Virtual Call Center is more, for avoiding confusion, the mark such as ID that PD server can send Virtual Call Center simultaneously sends to and attends a banquet, attending a banquet when logging on, providing the mark of Virtual Call Center simultaneously and logging on and license to PD server and verify.

Virtual Call Center creates successfully, and described management node Node configuration of at least one of described Virtual Call Center can being attended a banquet is access node; Multiple nodes of attending a banquet of described Virtual Call Center dynamically elect a multihome node by election mechanism.

Virtual Call Center creates successfully, multiple or all nodes of attending a banquet of this Virtual Call Center also set up an interface channel at PD server, and the common data of self is set to share, the common data that node is shared by interface channel access so that other is attended a banquet, thus, the common data of multiple or all nodes sharing of attending a banquet forms a distributed shared data pond, so that multihome node carries out attending a banquet peer distribution according to this distributed shared data pond.

In the Virtual Call Center created, management node is the keeper of Virtual Call Center, and for carrying out examination & approval management of attending a banquet, nodal community of attending a banquet manages, and access node manages, grouping management etc. of attending a banquet.

Examination & approval management of attending a banquet comprises: examine the approval request that PD server sends, whether determining is authorized for dispatch join request other attend a banquet and add this Virtual Call Center.If approval, then return examination & approval by response to PD server, make PD server return this Virtual Call Center ID and log on authorization code to send join request other attend a banquet, so that send join request other attend a banquet by logging on this Virtual Call Center, become the node of attending a banquet of this Virtual Call Center.Management node also can other be attended a banquet by described PD server active inquiry, return examination & approval by response to PD server, PD server is made to return the ID of this Virtual Call Center and log on authorization code and attend a banquet to other inquiring, so that other inquiring is attended a banquet can log on this Virtual Call Center.The described authorization code that logs on is that the overall situation is unique, and what node of attending a banquet can have multiple different virtual call center simultaneously logs on authorization code.

Nodal community of attending a banquet management comprises: management node can arrange the classification of other each node of attending a banquet, such as, be access node by least one Node configuration of attending a banquet of Virtual Call Center, also can by multiple Node configuration of attending a banquet for certain access node of ownership.

Access node management comprises: can delete or increase access node.

Grouping management of attending a banquet comprises: to the node division service packet of attending a banquet of Virtual Call Center, and the node of attending a banquet of each service packet can be associated with an access node.Service packet service can comprise: create service packet, increases or deletes the node member etc. that attends a banquet in service packet.

Above, composition graphs 4, is illustrated embodiment of the present invention method for executive agent with terminal of attending a banquet.Below with PD server for executive agent, from other angle, embodiment of the present invention method is described, understands embodiment of the present invention technical scheme to facilitate.

Please refer to Fig. 5, the embodiment of the present invention provides a kind of implementation method of call center, and this distributed call center comprises PD server and multiple terminal of attending a banquet.Method comprises:

310, PD server receives the registration request that terminal of attending a banquet sends, and is attending a banquet of distributed call center by described endpoint registration of attending a banquet, return attend a banquet mark to described in attend a banquet terminal;

320, the establishment application of one of them transmission of attending a banquet is received to create a Virtual Call Center, using send create application attend a banquet as the management node of this Virtual Call Center, simultaneously as the node of attending a banquet of this Virtual Call Center, return the mark of Virtual Call Center to this management node;

330, other joining request of transmission of attending a banquet is received, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, the authorization code that logs on returning Virtual Call Center sends to other to attend a banquet, so that other is attended a banquet and logs on this Virtual Call Center according to the authorization code that logs on of Virtual Call Center, become the node of attending a banquet of Virtual Call Center.

For convenience of understanding embodiment of the present invention technical scheme further, below in conjunction with Fig. 6, with an application scenarios example, the embodiment of the present invention being described further, comprising:

401, seat terminal A applies for the registration of to PD server becomes a seat, and is endowed unique agent ID;

402, seat terminal B applies for the registration of to PD server becomes a seat, and is endowed unique agent ID;

403, seat terminal B creates Virtual Call Center to the application of PD server, the call center ID that the overall situation that reception PD server returns is unique, and becomes the management node of this Virtual Call Center.

404, seat terminal A obtains the mark of Virtual Call Center, sends and joins request to PD server, and request becomes the seat node of this Virtual Call Center; The mark of said Virtual Call Center can be the ID of Virtual Call Center, or title, or other can identify the mark of Virtual Call Center.The mark of this Virtual Call Center can be obtained from network, advertisement or friend by various mode by user, such as by LBS(Location Based Services, location Based service) mode such as function, two-dimension identification code or third-party application system (such as No. QQ) obtains.

405, seat terminal A send join request obtain management node namely attend a banquet terminal B examination & approval verification by rear, PD server return Virtual Call Center ID and log on authorization code to the terminal A that attends a banquet;

406, seat terminal A utilizes the ID of Virtual Call Center and logs on authorization code and carries out logging on request to Virtual Call Center;

407, log on successfully, PD server returns expression and successfully logs on result; Mean that the terminal A that attends a banquet successfully adds this Virtual Call Center, become the node of attending a banquet of this Virtual Call Center.

408, seat terminal A sets up the interface channel (Pair) that is connected to PD server.

By above step, namely achieve the establishment of Virtual Call Center and adding of node of attending a banquet.Then, at least one of attending a banquet in node can be set to access node by this Virtual Call Center, by election, all nodes of attending a banquet also can determine that a node of attending a banquet is as multihome node.Thus, the function realizing Virtual Call Center that just can be complete.

Above, embodiments provide a kind of implementation method of Virtual Call Center, the method adopts one to create Virtual Call Center by terminal of attending a banquet to the application of PD server, and by this management node of terminal as this Virtual Call Center of attending a banquet, other each attend a banquet and add the technical scheme of this Virtual Call Center, make, by means of PD server, multiple terminal of attending a banquet can be organized into a distributed call center, this distributed call center does not need central machine room, framework is simple, easily realizes, and does not need service end when processing user and calling out.

Please refer to Fig. 7, the embodiment of the present invention provides a kind of distributed call center process user the method for calling out.Described Virtual Call Center is as the Virtual Call Center created in Fig. 4-6 embodiment, comprise multiple node of attending a banquet, one of them node of attending a banquet is management node simultaneously, wherein at least one node of attending a banquet is access node simultaneously, and described multiple node of attending a banquet dynamically elects a node of attending a banquet simultaneously as multihome node.

Wherein, the method of election multihome node comprises: each node ability information collection respectively to other node broadcasts self of attending a banquet of attending a banquet, and after receiving the ability information collection of other node broadcasts of attending a banquet, launch the broadcast ticket of election multihome node according to the election regulation preset; Each node of attending a banquet calculates according to broadcast ticket selects who gets the most votes as multihome node; The multihome node selected to other node broadcasts response message of attending a banquet, to declare the identity of the multihome node of oneself.Whether described ability information collection can comprise: be access node, CPU occupation rate, internal memory occupation rate, network response time delay, packet loss etc.In a virtual center, a multihome node can only be had.Each node of attending a banquet is recorded in the data of oneself, sends various message when needing so that follow-up to this multihome node after receiving the response message of multihome node broadcast.

Each seat node of multihome node and Virtual Call Center regularly keeps shaking hands contacting; If a seat node and multihome node out of touch after, this seat node can be deleted by multihome node; If all seat nodes are all out of touch with multihome node, multihome node fault is described, all seat nodes then re-elect multihome node; If there is part seat node out of touch, can, by arranging this proportionality coefficient, can control whether to re-elect.Re-elect in process, the calling of user side cannot distribute, and needs to carry out queue queuing.

The selective rule of multihome node can be self-defined, such as, according to each ability item weighted average or according to a self-defining priority orders.

As Fig. 7, the method for distributed call center process user calling comprises:

510, multihome node receives incoming call service request, and described incoming call service request is that described access node sends to described multihome node when the calling of receiving user side.

520, described multihome node is that described user side distributes a node of attending a banquet.

In embody rule, allocation step can comprise: the data based on multiple nodes sharing of attending a banquet determine idle node of attending a banquet; Do not have idle attend a banquet node time, indicate described access node that the calling of described user side is added queue and rank; Available free attend a banquet node time, select an idle peer distribution of attending a banquet to described user side, and be occupied state by distributed Node configuration of attending a banquet.

530, control described access node to set up to converse with the node of attending a banquet of distribution and be connected, so that by access node attending a banquet to set up to converse between node and be connected in user side and distribution.

Wherein, control access node to set up to converse with the node of attending a banquet of distribution and be connected and can comprise: send assignment negotiation request to node of attending a banquet described in distributing; Receive negotiation that node of attending a banquet described in distribution returns by after response, by attending a banquet described in distribution, Node configuration is talking state, and node of attending a banquet described in controlling to distribute is set up to converse with described access node and is connected.

Optionally, the present embodiment can also be used for being made a call to user side by node of attending a banquet, then said method can also comprise:

Described multihome node receives the exhalation service request for calling party's end that a node of attending a banquet sends; Be talking state by this Node configuration of attending a banquet sending exhalation service request; Control access node to the user side request of making a call; After receiving by access node the call answering information that described user side returns, control described access node to set up to converse with the node of attending a banquet of described transmission exhalation service request and be connected, to be connected with attending a banquet described in transmission exhalation service request to set up to converse between node at described user side by described access node.

Visible, in the present embodiment, user side can be made a call to Virtual Call Center by access node, and node of attending a banquet also oppositely can be made a call to user side by access node.

For convenience of understanding embodiment of the present invention technical scheme further, below in conjunction with Fig. 8, with an application scenarios example, the embodiment of the present invention being described further, comprising:

600, all seat nodes dynamically elect multihome node according to election principle, suppose to elect here for seat B is multihome node;

601, self information data and activity situation real time data are shared to distributed shared data pond by Pair interface channel by all seat nodes; Illustrate below:

Seat node static and the citing of multidate information data object, can be divided into Private and Public data and method, and to control different authorities, the data of the terminal A that attends a banquet, B, C are as follows respectively:

Pair-A={Name=' xiaoli '; AgentID=' 02588920211005 '; ' 5 ' that show busy number of times=; Current agent state=' free time '; Duration=' 10s '; Show that busy is long; Keep number of times; Rest number of times; Total incoming call number; Successful respond number; Total exhalation number; Initiatively on-hook number of times; Internal help request number of times; Interior shifting number of times; Customer satisfaction; Employee's business-level; Professional ability is evaluated; Affiliated packet ID=' 01 '; }

Pair-B={Name=' xiaolan '; AgentID=' 02588920211006 '; ' 8 ' that show busy number of times=; Current agent state=' free time '; Duration=' 20s '; Show that busy is long; Keep number of times; Rest number of times; Total incoming call number; Successful respond number; Total exhalation number; Initiatively on-hook number of times; Internal help request number of times; Interior shifting number of times; Customer satisfaction; Employee's business-level; Professional ability is evaluated; Affiliated packet ID=' 01 ' }

Pair-C={Name=' xiaohong '; AgentID=' 02588920211007 '; ; Show busy number of times=12 '; Current agent state=' free time '; Duration=' 30s '; Show that busy is long; Keep number of times; Rest number of times; Total incoming call number; Successful respond number; Total exhalation number; Initiatively on-hook number of times; Internal help request number of times; Interior shifting number of times; Customer satisfaction; Employee's business-level; Professional ability is evaluated; Affiliated packet ID=' 01 ' }

Call center information data object is illustrated, and can be divided into Private and Public data and method, to control different authorities, such as:

AccessNode={ (access point ID, PairID)=(1, Pair-A-ID); (access point ID, PairID)=(2, Pair-B-ID) }

AgentGroup={ (access ID, GroupID, PairID ... )=(1,01, Pair-A-ID, Pair-B-ID, Pair-C-ID)

Call center ID=' 33900519801156565 ' belonging to CallCenter={; }

Queueing message-citing, such as:

GroupQueue-01={Uuser1;User2;User3…………}

602, namely access node A(attends a banquet terminal A) initiate incoming call service request to multihome node;

603, multihome node calculates the distribution of best seat based on shared data.Illustrate, seat route assignment algorithm can have two kinds, one is based on seat first idle first serving principle: (Pair state==' free time ') & & (idle duration Pair-C>Pair-B>Pair-A), so seat C can be assigned with; Another kind is based on the high first distribution principle of seat satisfaction: (Pair state==' free time ') & & (customer satisfaction evaluates Pair-C>Pair-B>Pair-A), so seat C can be assigned with;

If 604 are not assigned with seat: user, enter queue and rank, until available free seat;

605, seat node C configuration state is occupied by multihome node in shared data pool;

606, multihome node sends assignment negotiation request to target seat node C;

607, seat node C returns negotiation result, accepts this calling, also can refuse this calling; Acceptance is assumed to be in the present embodiment;

608, seat node C call accepted, then seat C configuration state is conversation state by multihome node, and speech channel is transferred to seat node C; If seat node C call failure, according to different failure cause, does different disposal;

609, multihome node controls user side to set up to converse with node Building C seat of attending a banquet to be connected, and carries out networking call.

Above, be the application scenarios example of user side incoming call, the node that also allows in the present embodiment to attend a banquet is breathed out to user side, and exhalation flow process is as follows:

610, seat node C initiates to user side the request of breathing out;

611, seat node C configuration state is talking state by multihome node;

612, multihome node controls seat access node, the request of making a call of user side externally;

613, user side returns call answering information;

614, multihome node controls access node between user side and seat node C, sets up call connection, makes seat node C and user side realize call.

By above step, namely achieve user side and the voice call of node of attending a banquet.

In embody rule, multiple nodes of attending a banquet of Virtual Call Center can be divided into multiple service packet, each service packet comprises an access node and several nodes of attending a banquet, as shown in Figure 9, to realize local service principle in multizone multi-access point situation, that is, divide attend a banquet node and the access node of this locality into a service packet, facilitate multihome node when seat distributes, follow nearby principle and distribute the seat node belonging to local access node nearby.

Above, embodiments provide a kind of application process of Virtual Call Center, described Virtual Call Center is formed by multiple terminal tissue of attending a banquet, attending a banquet to distribute waits operation to be realized by multihome node wherein, without the need to special service end, do not need central machine room, easily realize.

Please refer to Figure 10, the embodiment of the present invention provides one to attend a banquet terminal.

This terminal of attending a banquet for distributed call center, described distributed call center comprise PD server and multiple described in attend a banquet terminal.Described terminal of attending a banquet comprises:

Registering modules 710, for sending application for registration to described PD server, becomes attending a banquet of described distributed call center by described endpoint registration of attending a banquet, and receives the mark of attending a banquet that described PD server returns;

To attend a banquet node module 720, join request for sending to described PD server, described join request comprise described in attend a banquet mark and be created in the mark of the first Virtual Call Center on described PD server, what receive described first Virtual Call Center that described PD server returns logs on authorization code, utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, terminal of attending a banquet described in making becomes the node of attending a banquet of described first Virtual Call Center.

Optionally, described terminal of attending a banquet also comprises: access node module 730, for when described in attend a banquet terminal be set to access node by the management node of described first Virtual Call Center time, after receiving the calling of user side initiation, multihome node to described first Virtual Call Center initiates incoming call service request, and the foundation call between node and described user side of attending a banquet distributed at described multihome node connects.

Optionally, described terminal of attending a banquet also comprises: multihome node module 740, for when described in attend a banquet terminal be the multihome node of described first Virtual Call Center time, the incoming call service request that the access node receiving described first Virtual Call Center is initiated afterwards in the calling receiving user side, peer distribution of attending a banquet one of described first Virtual Call Center gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected.

Optionally, described node module 720 of attending a banquet, also for when described terminal of attending a banquet is distributed to by the multihome node of described first Virtual Call Center the user side made a call, receive the assignment negotiation request that described multihome node sends, judge whether the calling accepting described user side, if accept, then return and consult success response to described multihome node, and set up to converse with described user side by the access node of described first Virtual Call Center and be connected.

Optionally, described terminal of attending a banquet also comprises: management node module 750, application is created for sending to described PD server, to create the second Virtual Call Center on described PD server, receive the mark of described second Virtual Call Center that described PD server returns, terminal of attending a banquet described in making becomes the management node of described second Virtual Call Center, and becomes the node of attending a banquet of described second Virtual Call Center simultaneously.

Optionally, described management node module 750, also for receiving the approval request that described PD server sends, described approval request be described PD server receive that a node of attending a banquet sends for generate after adding joining request in described second virtual call, described in judging whether to allow, node of attending a banquet adds described second Virtual Call Center, if allow, then return examination & approval by response to described PD server.

Above, terminal that what the embodiment of the present invention provided attend a banquet can create Virtual Call Center to the application of PD server, also the Virtual Call Center created to the application of PD server by other terminal of attending a banquet can be added, make, multiple terminal of attending a banquet can be organized into a distributed call center, and this distributed call center does not need central machine room, and framework is simple, easy realization, does not need service end when processing user and calling out.

Please refer to Figure 11, the embodiment of the present invention provides a kind of PD server.

This PD server is used for distributed call center, and described distributed call center also comprises the terminal of attending a banquet according to any one of claim 1 to 5.Described PD server comprises:

Described endpoint registration of attending a banquet, for the application for registration that terminal of attending a banquet described in receiving sends, is attending a banquet of described distributed call center by Registering modules 810, and return attend a banquet mark to described in attend a banquet terminal;

Transceiver module 820, what send for terminal of attending a banquet described in receiving joins request, described join request comprise described in attend a banquet the mark and be created in the mark of the first Virtual Call Center on described PD server of attending a banquet of terminal, what send described first Virtual Call Center logs on authorization code to described terminal of attending a banquet, so that described in terminal of attending a banquet utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, become the node of attending a banquet of described first Virtual Call Center.

Optionally, transceiver module 820, also be used in after joining request described in receiving, send approval request to examine to the management node of described first Virtual Call Center, receive examination & approval that described management node returns by after response, what perform described first Virtual Call Center of described transmission logs on authorization code to described terminal of attending a banquet.

Optionally, also comprise:

Creation module 830, for the establishment application that terminal of attending a banquet described in receiving sends, described PD server creates the second Virtual Call Center, attend a banquet terminal simultaneously as the management node of described second Virtual Call Center and node of attending a banquet using described, and the mark returning described second Virtual Call Center to described in attend a banquet terminal.

Above, the PD server that the embodiment of the present invention provides, can assist multiple set of terminal of attending a banquet to be made into a distributed call center, this distributed call center does not need central machine room, framework is simple, easily realizes, and does not need service end when processing user and calling out.

Please refer to Figure 12, the embodiment of the present invention provides a kind of distributed call center.

This distributed call center comprises PD server 910 and multiple terminal of attending a banquet, described in terminal of attending a banquet become attending a banquet of described distributed call center to described PD server registration; One of them is attended a banquet to the application of described PD server and creates a Virtual Call Center, becomes the management node 940 of described Virtual Call Center, and becomes the node 920 of attending a banquet of described Virtual Call Center simultaneously; Multiple other application of attending a banquet adds described Virtual Call Center, becomes the node 920 of attending a banquet of described Virtual Call Center; Wherein at least one attends a banquet node 920 simultaneously as the access node 930 of described Virtual Call Center; One of them attends a banquet node 920 simultaneously as the multihome node 950 of described Virtual Call Center;

Described access node 930, after receiving calling that user side initiates, initiates incoming call service request to described multihome node, sets up call connect attending a banquet of distributing of described multihome node between node and described user side;

Described multihome node 950, after receiving incoming call service request that described access node initiates, peer distribution of one of them being attended a banquet gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected;

Described node 920 of attending a banquet, during for being assigned to the user side made a call, setting up to converse by described access node and described user side and is connected.

Optionally, described multihome node is dynamically elected by election mechanism by the multiple of Virtual Call Center or all nodes of attending a banquet; Described access node arranges generation by described management node.

Optionally, described access node, also for be not assigned with in described calling attend a banquet node time, queue is put in described calling and ranks.

Optionally, after described Virtual Call Center is successfully established, the common data of self is set to share by multiple nodes of attending a banquet of described Virtual Call Center, the common data of multiple nodes sharing of attending a banquet is made to form a distributed shared data pond, so that described multihome node carries out attending a banquet peer distribution according to described distributed shared data pond.

Optionally, described management node is also for examination & approval management of attending a banquet to described Virtual Call Center, and nodal community of attending a banquet manages, and access node manages, and grouping management of attending a banquet.

Above, in the distributed call center that the embodiment of the present invention provides, terminal of attending a banquet can create Virtual Call Center to the application of PD server, also can add the Virtual Call Center created to the application of PD server by other terminals of attending a banquet, make, multiple terminal of attending a banquet can be organized into a distributed call center, this distributed call center does not need central machine room, framework is simple, easily realizes, and does not need service end when processing user and calling out.

Please refer to Figure 13, the embodiment of the present invention also provides one to attend a banquet terminal.

This terminal of attending a banquet for distributed call center, described distributed call center comprise PD server and multiple described in attend a banquet terminal.Terminal of attending a banquet can comprise:

In input unit 1310, output device 1320, memory 1330 and the processor 1340(network equipment, the quantity of processor can be one or more, for a processor in Figure 13).In some embodiments of the invention, input unit 1310, output device 1320, memory 1330 are connected by bus or alternate manner with processor 1340, wherein, to be connected by bus in Figure 13.

Wherein, processor 1340 performs following steps: send application for registration to described PD server, described endpoint registration of attending a banquet is become attending a banquet of described distributed call center, and receives the mark of attending a banquet that described PD server returns; Send to described PD server and join request, described join request comprise described in attend a banquet mark and be created in the mark of the first Virtual Call Center on described PD server, what receive described first Virtual Call Center that described PD server returns logs on authorization code, utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, terminal of attending a banquet described in making becomes the node of attending a banquet of described first Virtual Call Center.

In some embodiments of the invention, processor 1340 can also perform following steps: when described terminal of attending a banquet is the multihome node of described first Virtual Call Center, the incoming call service request that the access node receiving described first Virtual Call Center is initiated afterwards in the calling receiving user side, peer distribution of attending a banquet one of described first Virtual Call Center gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected.

In some embodiments of the invention, processor 1340 can also perform following steps: when described terminal of attending a banquet is distributed to by the multihome node of described first Virtual Call Center the user side made a call, receive the assignment negotiation request that described multihome node sends, judge whether the calling accepting described user side, if accept, then return and consult success response to described multihome node, and set up to converse with described user side by the access node of described first Virtual Call Center and be connected.

In some embodiments of the invention, processor 1340 can also perform following steps: send to described PD server and create application, to create the second Virtual Call Center on described PD server, receive the mark of described second Virtual Call Center that described PD server returns, terminal of attending a banquet described in making becomes the management node of described second Virtual Call Center, and becomes the node of attending a banquet of described second Virtual Call Center simultaneously.

In some embodiments of the invention, processor 1340 can also perform following steps: receive the approval request that described PD server sends, described approval request be described PD server receive that a node of attending a banquet sends for generate after adding joining request in described second virtual call, described in judging whether to allow, node of attending a banquet adds described second Virtual Call Center, if allow, then return examination & approval by response to described PD server.

Please refer to Figure 14, the embodiment of the present invention also provides a kind of PD server.

This PD server is used for distributed call center, and described distributed call center comprises this PD server and multiple terminal of attending a banquet.PD server can comprise:

In input unit 1410, output device 1420, memory 1430 and the processor 1440(network equipment, the quantity of processor can be one or more, for a processor in Figure 14).In some embodiments of the invention, input unit 1410, output device 1420, memory 1430 are connected by bus or alternate manner with processor 1440, wherein, to be connected by bus in Figure 14.

Wherein, processor 1440 performs following steps: the application for registration that terminal of attending a banquet described in reception sends, and is attending a banquet of described distributed call center by described endpoint registration of attending a banquet, and return attend a banquet mark to described in attend a banquet terminal; What terminal of attending a banquet described in reception sent joins request, described join request comprise described in attend a banquet the mark and be created in the mark of the first Virtual Call Center on described PD server of attending a banquet of terminal, what send described first Virtual Call Center logs on authorization code to described terminal of attending a banquet, so that described in terminal of attending a banquet utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, become the node of attending a banquet of described first Virtual Call Center.

In some embodiments of the invention, processor 1440 can also perform following steps: after joining request described in receiving, send approval request to examine to the management node of described first Virtual Call Center, receive examination & approval that described management node returns by after response, what perform described first Virtual Call Center of described transmission logs on authorization code to described terminal of attending a banquet.

In some embodiments of the invention, processor 1440 can also perform following steps: the establishment application that terminal of attending a banquet described in reception sends, described PD server creates the second Virtual Call Center, attend a banquet terminal simultaneously as the management node of described second Virtual Call Center and node of attending a banquet using described, and the mark returning described second Virtual Call Center to described in attend a banquet terminal.

One of ordinary skill in the art will appreciate that all or part of step in the various methods of above-described embodiment can have been come by hardware, also can have been come by the hardware that program command is relevant, this program can be stored in a computer-readable recording medium, and storage medium can comprise: read-only memory, random-access memory, disk or CD etc.

The Virtual Call Center provided the embodiment of the present invention above and its implementation and methods for using them and terminal of attending a banquet are described in detail, but the explanation of above embodiment just understands method of the present invention and core concept thereof for helping, and should not be construed as limitation of the present invention.Those skilled in the art are in the technical scope that the present invention discloses, and the change that can expect easily or replacement, all should be encompassed within protection scope of the present invention.

Claims

1. to attend a banquet a terminal, it is characterized in that, for distributed call center, described distributed call center comprise PD server and multiple described in attend a banquet terminal, described in terminal of attending a banquet comprise:

Registering modules, for sending application for registration to described PD server, becomes attending a banquet of described distributed call center by described endpoint registration of attending a banquet, and receives the mark of attending a banquet that described PD server returns;

To attend a banquet node module, join request for sending to described PD server, described join request comprise described in attend a banquet mark and be created in the mark of the first Virtual Call Center on described PD server, what receive described first Virtual Call Center that described PD server returns logs on authorization code, utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, terminal of attending a banquet described in making becomes the node of attending a banquet of described first Virtual Call Center.

2. terminal of attending a banquet according to claim 1, is characterized in that, also comprise:

Access node module, for when described in attend a banquet terminal be set to access node by the management node of described first Virtual Call Center time, after receiving the calling of user side initiation, multihome node to described first Virtual Call Center initiates incoming call service request, and the foundation call between node and described user side of attending a banquet distributed at described multihome node connects.

3. terminal of attending a banquet according to claim 1, is characterized in that, also comprise:

Multihome node module, for when described in attend a banquet terminal be the multihome node of described first Virtual Call Center time, the incoming call service request that the access node receiving described first Virtual Call Center is initiated afterwards in the calling receiving user side, peer distribution of attending a banquet one of described first Virtual Call Center gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected.

4. terminal of attending a banquet according to claim 1, is characterized in that:

Described node module of attending a banquet, also for when described terminal of attending a banquet is distributed to by the multihome node of described first Virtual Call Center the user side made a call, receive the assignment negotiation request that described multihome node sends, judge whether the calling accepting described user side, if accept, then return and consult success response to described multihome node, and set up to converse with described user side by the access node of described first Virtual Call Center and be connected.

5. terminal of attending a banquet according to claim 1, is characterized in that, also comprise:

Management node module, application is created for sending to described PD server, to create the second Virtual Call Center on described PD server, receive the mark of described second Virtual Call Center that described PD server returns, terminal of attending a banquet described in making becomes the management node of described second Virtual Call Center, and becomes the node of attending a banquet of described second Virtual Call Center simultaneously.

6. terminal of attending a banquet according to claim 5, is characterized in that, also comprise:

Described management node module, also for receiving the approval request that described PD server sends, described approval request be described PD server receive that a node of attending a banquet sends for generate after adding joining request in described second virtual call, described in judging whether to allow, node of attending a banquet adds described second Virtual Call Center, if allow, then return examination & approval by response to described PD server.

7. a PD server, is characterized in that, for distributed call center, described distributed call center also comprises the terminal of attending a banquet according to any one of claim 1 to 6, and described PD server comprises:

Described endpoint registration of attending a banquet, for the application for registration that terminal of attending a banquet described in receiving sends, is attending a banquet of described distributed call center by Registering modules, and return attend a banquet mark to described in attend a banquet terminal;

Transceiver module, what send for terminal of attending a banquet described in receiving joins request, described join request comprise described in attend a banquet the mark and be created in the mark of the first Virtual Call Center on described PD server of attending a banquet of terminal, what send described first Virtual Call Center logs on authorization code to described terminal of attending a banquet, so that described in terminal of attending a banquet utilize the authorization code that logs on of described first Virtual Call Center to log on described first Virtual Call Center, become the node of attending a banquet of described first Virtual Call Center.

8. PD server according to claim 7, is characterized in that:

Described transceiver module, also for after joining request described in receiving, send approval request to examine to the management node of described first Virtual Call Center, receive examination & approval that described management node returns by after response, what perform described first Virtual Call Center of described transmission logs on authorization code to described terminal of attending a banquet.

9. PD server according to claim 7, is characterized in that, also comprise:

Creation module, for the establishment application that terminal of attending a banquet described in receiving sends, described PD server creates the second Virtual Call Center, attend a banquet terminal simultaneously as the management node of described second Virtual Call Center and node of attending a banquet using described, and the mark returning described second Virtual Call Center to described in attend a banquet terminal.

10. a distributed call center, is characterized in that, comprises PD server and multiple terminal of attending a banquet, described in terminal of attending a banquet become attending a banquet of described distributed call center to described PD server registration;

One of them is attended a banquet to the application of described PD server and creates a Virtual Call Center, becomes the management node of described Virtual Call Center, and becomes the node of attending a banquet of described Virtual Call Center simultaneously; Multiple other application of attending a banquet adds described Virtual Call Center, becomes the node of attending a banquet of described Virtual Call Center; Wherein at least one attends a banquet node simultaneously as the access node of described Virtual Call Center; One of them attends a banquet node simultaneously as the multihome node of described Virtual Call Center;

Described access node, after receiving calling that user side initiates, initiates incoming call service request to described multihome node, sets up call connect attending a banquet of distributing of described multihome node between node and described user side;

Described multihome node, after receiving incoming call service request that described access node initiates, peer distribution of one of them being attended a banquet gives described user side, and node of attending a banquet described in controlling to distribute is set up to converse by described access node and described user side and is connected;

Described node of attending a banquet, during for being assigned to the user side made a call, setting up to converse by described access node and described user side and is connected.

11. distributed call centers according to claim 10, is characterized in that:

Described multihome node is dynamically elected by election mechanism by multiple nodes of attending a banquet of described Virtual Call Center; Described access node arranges generation by described management node.

12. distributed call centers according to claim 10, is characterized in that:

Described access node, also for be not assigned with in described calling attend a banquet node time, queue is put in described calling and ranks.

13. distributed call centers according to claim 10, is characterized in that:

After described Virtual Call Center is successfully established, the common data of self is set to share by multiple nodes of attending a banquet of described Virtual Call Center, the common data of multiple nodes sharing of attending a banquet is made to form a distributed shared data pond, so that described multihome node carries out attending a banquet peer distribution according to described distributed shared data pond.

14. distributed call centers according to claim 10, is characterized in that:

Described management node is also for examination & approval management of attending a banquet to described Virtual Call Center, and nodal community of attending a banquet manages, and access node manages, or grouping management of attending a banquet.

The implementation method of 15. 1 kinds of distributed call centers as claimed in claim 10, is characterized in that, comprising:

At least two terminals of attending a banquet send application for registration to be registered as attending a banquet of described distributed call center to PD server, and receive the mark of attending a banquet that described PD server returns;

One of them is attended a banquet to described PD server and sends establishment application to create a Virtual Call Center, create the management node becoming described Virtual Call Center successfully, and become the node of attending a banquet of described Virtual Call Center simultaneously, receive the mark of this Virtual Call Center that described PD server returns;

Other is attended a banquet to described PD server transmission and joins request, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, what receive the described Virtual Call Center that described PD server returns logs on authorization code, the authorization code that logs on according to described Virtual Call Center logs on described Virtual Call Center, becomes the node of attending a banquet of described Virtual Call Center.

16. methods according to claim 15, is characterized in that, also comprise:

At least one Node configuration of attending a banquet of described Virtual Call Center is access node by described management node;

Multiple nodes of attending a banquet of described Virtual Call Center dynamically elect a multihome node by election mechanism.

17. methods according to claim 16, is characterized in that, also comprise:

The common data of self is set to share by multiple node of attending a banquet, and makes the common data of multiple nodes sharing of attending a banquet form a distributed shared data pond, so that described multihome node carries out attending a banquet peer distribution according to described distributed shared data pond.

The implementation method of 18. 1 kinds of distributed call centers as claimed in claim 10, is characterized in that, comprising:

PD server receives the registration request that terminal of attending a banquet sends, and is attending a banquet of described distributed call center by described endpoint registration of attending a banquet, return attend a banquet mark to described in attend a banquet terminal;

Receive the establishment application of one of them transmission of attending a banquet to create a Virtual Call Center, using send create application attend a banquet as the management node of described Virtual Call Center, simultaneously as the node of attending a banquet of described Virtual Call Center, return the mark of described Virtual Call Center to described management node;

Receive other joining request of transmission of attending a banquet, described joining request comprises the mark of described attend a banquet mark and described Virtual Call Center that other is attended a banquet, the authorization code that logs on returning described Virtual Call Center is attended a banquet to described other, so that described other is attended a banquet and logged on described Virtual Call Center according to the authorization code that logs on of described Virtual Call Center, become the node of attending a banquet of described Virtual Call Center.

The method of 19. 1 kinds of distributed call center process user callings as claimed in claim 10, is characterized in that, comprising:

Multihome node receives incoming call service request, and described incoming call service request is that access node is initiated to described multihome node when the calling receiving user side;

For described user side distributes a node of attending a banquet;

Control described access node to set up to converse with node of attending a banquet described in distribution and be connected, to be connected with attending a banquet described in distribution to set up to converse between node at described user side by described access node.

20. methods according to claim 19, is characterized in that, comprise for described user side distributes a node of attending a banquet:

Data based on multiple nodes sharing of attending a banquet determine idle node of attending a banquet;

Do not have idle attend a banquet node time, indicate described access node that the calling of described user side is added queue and rank;

Available free attend a banquet node time, select an idle peer distribution of attending a banquet to described user side, and be occupied state by Node configuration of attending a banquet described in distribution;

Accordingly, control described access node to set up to converse to be connected with node of attending a banquet described in distribution and comprise:

To attending a banquet described in distribution, node sends assignment negotiation request;

Receive negotiation that node of attending a banquet described in distribution returns by after response, by attending a banquet described in distribution, Node configuration is talking state, and node of attending a banquet described in controlling to distribute is set up to converse with described access node and is connected.

21. methods according to claim 19, is characterized in that, also comprise:

Described multihome node receives the exhalation service request for calling party's end that a node of attending a banquet sends;

By attending a banquet described in transmission exhalation service request, Node configuration is talking state;

Control access node to the request of making a call of described user side;

After receiving by described access node the call answering information that described user side returns, control described access node to set up to converse with the node of attending a banquet of described transmission exhalation service request and be connected, to be connected with attending a banquet described in transmission exhalation service request to set up to converse between node at described user side by described access node.