CN106817395B - Call intervention method, device and system - Google Patents

Call intervention method, device and system Download PDF

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Publication number
CN106817395B
CN106817395B CN201510872272.5A CN201510872272A CN106817395B CN 106817395 B CN106817395 B CN 106817395B CN 201510872272 A CN201510872272 A CN 201510872272A CN 106817395 B CN106817395 B CN 106817395B
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Prior art keywords
call
user number
request
intervention
user
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CN106817395A (en
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屈天喜
徐耀华
杨东辉
钱晨
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Nanjing ZTE New Software Co Ltd
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Nanjing ZTE New Software Co Ltd
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Priority to CN201510872272.5A priority Critical patent/CN106817395B/en
Priority to PCT/CN2016/099746 priority patent/WO2017092486A1/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M5/00—Manual exchanges
    • H04M5/04—Arrangements for indicating calls or supervising connections for calling or clearing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/20—Automatic or semi-automatic exchanges with means for interrupting existing connections; with means for breaking-in on conversations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The invention discloses a call intervention method, wherein when receiving a call request sent by a call transfer device, a server determines a user number corresponding to the call request; when the number of the call transfer equipment is in the same group with the user number, sending a call request to a Control Point (CP) corresponding to the user number, wherein the call request is used for calling the user number; and if the user number is detected to be in a conversation state currently, sending a conversation intervention request of the call forwarding device to a CP corresponding to the user number, wherein the conversation intervention request is used for intervening the conversation process of the user number. The invention also discloses a device and a system for call intervention. The invention improves the communication efficiency.

Description

Call intervention method, device and system
Technical Field
The present invention relates to the field of communications, and in particular, to a method, an apparatus, and a system for call intervention.
Background
In recent years, the technology in the field of communications has been rapidly developed, in a World Wide WEB (WEB) communication mode, incoming calls of a switchboard enter a queuing function, after an operator logs in a WEB interface, calls are manually controlled, the calling of the operator in the mode adopts a click dialing mode, an operator telephone number is used as a logic calling party, a called telephone number is used as a logic called party, a user logs in the WEB interface, inputs or selects a logic calling number such as a user A and a logic called number such as a user B, a WEB application server calls the logic calling number user A first, after the A is answered, the WEB application server then calls the logic called number user B, B rings, A listens to a ring back tone, B picks up the phone, and AB calls, and when the operator calls the user A (member in the group) in an operator H, if the user A is in a call state, the operator can press a corresponding call intervention button, it is possible to intervene in the ongoing calls of the users within the group.
However, in this communication mode, the intervention processing of the call is realized by the AS (Application Server), and the intervention processing of the call is performed only by the AS, which causes a large load of call intervention and a low communication efficiency.
Disclosure of Invention
The invention mainly aims to provide a call intervention method, a device and a system, aiming at solving the technical problem of low communication efficiency caused by large load of call intervention because the call intervention is performed only by an AS.
In order to achieve the above object, the present invention provides a call intervention method, which comprises the following steps:
when a call request sent by call transfer equipment is received, a server determines a user number corresponding to the call request;
when the number of the call transfer equipment is in the same group with the user number, sending a call request to a Control Point (CP) corresponding to the user number, wherein the call request is used for calling the user number;
and if the user number is detected to be in a conversation state currently, sending a conversation intervention request of the call forwarding device to a CP corresponding to the user number, wherein the conversation intervention request is used for intervening the conversation process of the user number.
Preferably, before the step of sending the call request to the CP control point corresponding to the subscriber number, the call intervention method further includes:
the server sends a query request of a CP corresponding to a user number to a preset CP, wherein the query request is used for querying CP information of the CP corresponding to the user number;
the server receives CP information fed back by the CP corresponding to the user number based on the query request;
and determining the CP corresponding to the user number according to the received CP information.
Preferably, the step of sending the call intervention request of the call forwarding device to the CP corresponding to the user number if it is detected that the user number is currently in a call state includes:
if the user number is detected to be in a call state currently, the server sends prompt information to the call transfer equipment, wherein the prompt information is used for prompting a user to input a call intervention request;
and when the call intervention request is received, sending the call intervention request to a CP corresponding to the user number.
Preferably, after the step of determining, by the server, the subscriber number corresponding to the call request when the call request sent by the call forwarding device is received, the call intervention method further includes:
when the number of the call transfer equipment is not in the same group with the user number, the server sends a call request to a preset CP, wherein the call request is used for calling the user number;
and if the user number is detected to be in a conversation state currently, sending a conversation intervention request of the call forwarding device to the preset CP, wherein the conversation intervention request is used for intervening the conversation process of the user number.
In addition, in order to achieve the above object, the present invention further provides a call intervention device, including:
the determining module is used for determining a user number corresponding to a call request when the call request sent by the call transfer equipment is received;
a first sending module, configured to send a call request to a control point CP corresponding to the subscriber number when the number of the call forwarding device and the subscriber number are in the same group, where the call request is used to call the subscriber number;
and the second sending module is used for sending a call intervention request of the call forwarding device to a CP corresponding to the user number if the user number is detected to be currently in a call state, wherein the call intervention request is used for intervening in a call process of the user number.
Preferably, the call intervention device further comprises:
the third sending module is used for sending a query request of the CP corresponding to the user number to a preset CP, wherein the query request is used for querying CP information of the CP corresponding to the user number;
a receiving module, configured to receive CP information fed back by a CP corresponding to the user number based on the query request;
the determining module is further configured to determine a CP corresponding to the user number according to the received CP information.
Preferably, the second sending module includes:
a first sending unit, configured to send, if it is detected that the user number is currently in a call state, a prompt message to the call forwarding device, where the prompt message is used to prompt a user to input a call intervention request;
and the second sending unit is used for sending the call intervention request to the CP corresponding to the user number when the call intervention request is received.
Preferably, the call intervention device further comprises:
a fourth sending module, configured to send a call request to a preset CP when the number of the call forwarding device is not in the same group as the subscriber number, where the call request is used to call the subscriber number;
a fifth sending module, configured to send a call intervention request of the call forwarding device to the preset CP if it is detected that the user number is currently in a call state, where the call intervention request is used to intervene in a call process of the user number.
In addition, in order to achieve the above object, the present invention further provides a call intervention system, where the call intervention system includes a server and at least one CP corresponding to a subscriber number, and the server includes the call intervention device as described above;
and the CP corresponding to the user number is used for calling the user number according to the calling request when receiving the calling request sent by the server, and intervening the conversation process of the user number according to the conversation intervening request when receiving the conversation intervening request sent by the server.
Preferably, the call intervention system further comprises a preset CP;
the preset CP is used for sending the query request to the CP corresponding to the user number when receiving the query request of the CP corresponding to the user number sent by the server, wherein the query request is used for querying CP information of the CP corresponding to the user number;
the preset CP is also used for calling the user number according to the calling request when receiving the calling request sent by the server, and intervening the conversation process of the user number based on the conversation intervening request when receiving the conversation intervening request sent by the server.
The invention provides a call intervention method, a device and a system, when receiving a call request sent by a call transfer device, a server firstly determines a user number corresponding to the call request, when the number of the call transfer device and the user number are in the same group, the server sends a call request to a control point CP corresponding to the user number, the call request is used for calling the user number, if the user number is detected to be in a call state currently, the call intervention request of the call transfer device is sent to the CP corresponding to the user number, the call intervention request is used for intervening the call process of the user number, the invention intervenes the call process of the user number through the CP corresponding to the user number, the call intervention of different user numbers is realized by the CPs corresponding to different user numbers, but not the call intervention of all user numbers by AS, the load of call intervention is reduced, and therefore the communication efficiency is improved.
Drawings
FIG. 1 is a flowchart illustrating a first embodiment of a call intervention method according to the present invention;
fig. 2 is a schematic flow chart illustrating a preferred embodiment of sending the call intervention request of the call forwarding device to the CP corresponding to the user number if it is detected that the user number is currently in a call state;
FIG. 3 is a flowchart illustrating a call intervention method according to a third embodiment of the present invention;
FIG. 4 is a functional block diagram of a first embodiment of a call intervention device;
FIG. 5 is a block diagram illustrating a detailed function of the second sending module of FIG. 4;
FIG. 6 is a functional block diagram of a third embodiment of a call intervention device;
fig. 7 is a schematic diagram of the preset CP sending the query request to the core network through the call distribution server according to the present invention.
The objects, features and advantages of the present invention will be further explained with reference to the accompanying drawings.
Detailed Description
It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The invention provides a call intervention method.
Referring to fig. 1, fig. 1 is a flowchart illustrating a call intervention method according to a first embodiment of the present invention.
The embodiment provides a call intervention method, which includes:
step S10, when receiving a call request sent by a call transfer device, a server determines a user number corresponding to the call request;
in this embodiment, before the step S10, the method includes the steps of: the method comprises the steps that a call transfer device starts a preset interface, wherein the preset interface is a switchboard service WEB interface, namely a WEB interface for telephone operators to inquire data or call control, when the telephone operators log in the preset interface, user numbers are input in the preset interface, or the user numbers are selected in the preset interface, and if the call transfer device receives a call request triggered by the user based on the user numbers, the call request is transmitted to a server. The Server in this embodiment is preferably a switchboard service WEB Server (WEB Server, WS for short), and provides functions of a switchboard service call HTTP (Hypertext transfer protocol) service function, user login, call number filling, call control, an information display interface, and the like, and when receiving a call request sent by a call forwarding device, the Server determines a user number corresponding to the call request, where the user number is: and the server determines that the user number corresponding to the call request is A based on the call request triggered by the user number A in a preset interface by the operator.
Step S20, when the number of the call forwarding device is in the same group as the user number, sending a call request to a control point CP corresponding to the user number, where the call request is used to call the user number;
further, in order to improve the intelligence of call intervention, when the number of the call transfer device and the number of the user are in the same group, the call intervention method further includes:
step A, the server sends a query request of a CP corresponding to a user number to a preset CP, wherein the query request is used for querying CP information of the CP corresponding to the user number;
step B, the server receives CP information fed back by the CP corresponding to the user number based on the query request;
and step C, determining the CP corresponding to the user number according to the received CP information.
In this embodiment, when the number of the call forwarding device is in the same group as the subscriber number, namely, when the user corresponding to the operator corresponding to the call forwarding device and the user number is an intra-group user, the server obtains a preset CP (Control Point), where the preset CP may be any CP or a preset CP, and this embodiment records the preset CP as CP-R, where the preset CP is hereinafter referred to as CP-R as an example, after the preset CP is obtained, sending ｃA CP (marked as CP-A) request of inquiring the number A of the user to the preset CP, when the CP-R receives the inquiry request, the CP-R sends an INVITE call carrying the inquiry request, namely, the CP-R sends an INVITE request to the CP-A, and the content in the FROM is the service code of the CP where the query A is located. The specific process is as follows: referring to fig. 7, the INVITE is sent to the core network through the call distribution server sip proxy, the core network determines that ｃA called flow needs to go ｃA, then sends the INVITE to the sip proxy, the sip proxy distributes the INVITE to the CP- ｃA, the CP- ｃA receives the INVITE, determines that the call is ｃA call of ｃA CP where the query ｃA is located, then the CP- ｃA returns information of the CP- ｃA to the server, the CP- ｃA releases the call of the query CP- ｃA, at this time, the CP-R sends an ACK (Acknowledgement) confirmation message to the CP- ｃA, and finally the server determines the CP corresponding to the user number, namely, the CP- ｃA, according to the received CP information.
When the CP corresponding to the subscriber number is determined, the server sends ｃA call request to the CP corresponding to the subscriber number, that is, the server sends ｃA request message for calling the subscriber ｃA to the CP- ｃA, at this time, the CP- ｃA calls the subscriber number according to the call request, and specifically, ｃA manner in which the CP- ｃA calls the subscriber number according to the call request includes: the CP-A replies ｃA response message in the call processing to the server, at the moment, the server also replies the response message in the call processing to the call transfer equipment, then the CP-A sends an INVITE request to the call transfer equipment, the request number is ｃA number corresponding to the call transfer equipment, such as H, if the number corresponding to the call transfer equipment is off-hook at the moment, the call transfer equipment H replies ｃA response message to the CP-A, and then the CP-A sends the INVITE request to ｃA user number A, and the request number is A.
Further, the preset CP may also be ｃA CP corresponding to the user number, that is, CP- ｃA, if the CP- ｃA receives the query request of the user number ｃA, the query request of the user number ｃA is sent to the core network through the call distribution server SIPPROXY, the core network determines that the called flow of the user number ｃA needs to be taken, then sends the INVITE to the SIPPROXY, the SIPPROXY distributes the INVITE to the CP- ｃA, the CP- ｃA receives the INVITE, determines that the call is ｃA call of the CP where the query ｃA is located, and then the CP- ｃA returns the information of the CP- ｃA to the server.
Step S30, if it is detected that the user number is currently in a call state, sending a call intervention request of the call forwarding device to a CP corresponding to the user number, where the call intervention request is used to intervene in a call process of the user number.
In this embodiment, if the user number ｃA is currently in ｃA call state, the CP- ｃA replies ｃA message that the user number ｃA is in the call state to the server, and when the server receives the message that the user number ｃA is in the call state, the server feeds back the message that the user number ｃA is in the call state to the call forwarding device, and receives ｃA call intervention request input by the call forwarding device based on ｃA user in ｃA preset areｃA, and then the server sends the call intervention request to ｃA CP corresponding to the user number, that is, the CP- ｃA, and the CP- ｃA implements ｃA related call intervention function, where the intervention manner includes: inserting, namely adding into the call of the user number; monitoring, namely monitoring the conversation process of the user number; and replacing, namely replacing other user numbers which are communicated with the user number.
In the method for intervening in a call provided in this embodiment, when a call request sent by a call forwarding device is received, a server determines a user number corresponding to the call request, and sends a call request to a control point CP corresponding to the user number when the number of the call forwarding device and the user number are in the same group, where the call request is used to call the user number, and if it is detected that the user number is currently in a call state, the call intervening request of the call forwarding device is sent to the CP corresponding to the user number, and the call intervening request is used to intervene in a call process of the user number. The load of call intervention is reduced, and therefore the communication efficiency is improved.
Further, in order to improve the intelligence of the call intervention, a second embodiment of the call intervention method of the present invention is proposed based on the first embodiment, and in this embodiment, referring to fig. 2, the step S30 includes:
step S31, if it is detected that the user number is currently in a call state, the server sends a prompt message to the call transfer equipment, wherein the prompt message is used for prompting the user to input a call intervention request;
step S32, when receiving the call intervention request, sending the call intervention request to the CP corresponding to the user number.
In this embodiment, if it is detected that the user number is currently in a call state, the server sends a prompt message to the call forwarding device, where the prompt message is used to prompt the user to input a call intervention request, that is, the server sends information that the user number a is currently in the call state to the call forwarding device, and the call forwarding device displays a call intervention button in a preset area when receiving the information that the user number a is currently in the call state, where the display mode includes: 1. when the information that the user number A is in the call state is not received, the call intervention button is a non-touch control, and when the information that the user number A is in the call state is received, the call intervention button is displayed to be touch-controllable. 2. And when the information that the user number A is in the call state is received, displaying the call intervention key in a preset area of the preset interface. The user can input ｃA call intervention request according to the displayed call control button, the call control button comprises buttons such as inserting, monitoring and replacing, when the user touches the call control button, if the call control button is monitored, the monitoring request is sent to the server, the server sends the received monitoring request to ｃA CP (content provider) corresponding to the user number, namely CP-A, and at the moment, the CP-A monitors the call process of the user number A according to the received monitoring request.
In this embodiment, by sending a prompt message to the call forwarding device, the call forwarding device displays a call intervention button in a preset area based on the prompt message, and sends a call intervention request input by a user based on the call intervention button to the server, so that the intelligence of call intervention is realized.
Further, in order to improve the intelligence of the call intervention, a third embodiment of the call intervention method of the present invention is proposed based on the first embodiment, and in this embodiment, referring to fig. 3, after step S10, the call intervention method further includes:
step S40, when the number of the call forwarding device is not in the same group as the user number, the server sends a call request to a preset CP, where the call request is used to call the user number;
step S50, if it is detected that the user number is currently in a call state, sending a call intervention request of the call forwarding device to the preset CP, where the call intervention request is used to intervene in a call process of the user number.
In this embodiment, when the number of the call forwarding device and the user number are not in the same group, that is, when the operator corresponding to the call forwarding device and the user corresponding to the user number are not in a group, at this time, the server sends a call request to a preset CP, for example, sends a call request to a CP-R, the CP-R calls the user number according to the call request, if it is detected that the user number is currently in a call state, the server feeds back information that the user number is currently in the call state to the call forwarding device, and when the call forwarding device receives the information that the user number is currently in the call state, the call forwarding device displays a call intervention button in a preset area, where the display mode includes: 1. when the information that the user number A is in the call state is not received, the call intervention button is a non-touch control, and when the information that the user number A is in the call state is received, the call intervention button is displayed to be touch-controllable. 2. And when the information that the user number A is in the call state is received, displaying the call intervention key in a preset area of the preset interface. The user can input a call intervention request according to the displayed call control button, the call control button comprises buttons such as inserting, monitoring and replacing, when the user touches the call control button, if the call control button is monitored, the monitoring request is sent to the server, the server sends the received monitoring request to the preset CP (CP-R), at the moment, the preset CP intervenes the call process of the user number, namely, the CP-R monitors the call process of the user number A according to the received monitoring request.
In this embodiment, when the number of the call transfer device and the user number are not in the same group, the preset CP calls the user number according to the call request, and intervenes in the call process of the user number when the user number is currently in a call state, so that the call process of the user number can be intervened even when the number of the call transfer device and the user number are not in the same group, and the flexibility of call intervention is improved.
The invention further provides a call intervention device.
Referring to fig. 4, fig. 4 is a functional module schematic diagram of a software call intervention device according to a first embodiment of the present invention.
It should be emphasized that the functional block diagram of fig. 4 is merely an exemplary diagram of a preferred embodiment, and those skilled in the art can easily add new functional blocks around the functional block of the call intervention device shown in fig. 4; the names of the functional modules are self-defined names which are only used for assisting in understanding the program functional blocks of the call intervention device and are not used for limiting the technical scheme of the invention, and the core of the technical scheme of the invention is the functions which are to be achieved by the functional modules with the respective defined names.
This embodiment proposes a call intervention device, which includes:
a determining module 10, configured to determine, when a call request sent by a call forwarding device is received, a user number corresponding to the call request;
in this embodiment, the call forwarding device starts a preset interface, where the preset interface is a switchboard service WEB interface, that is, a WEB interface for providing an operator to query data or perform call control, and when the operator logs in the preset interface, a user number is input in the preset interface, or a user number is selected in the preset interface, and if the call forwarding device receives a call request triggered by the user based on the user number, the call request is transmitted to the determination module 10. The call intervention device provides functions such as a switchboard service call HTTP (Hypertext transfer protocol) service function, user login, call number filling, call control, an information display interface, and the like, and the determining module 10 determines a user number corresponding to a call request when receiving the call request sent by the call transfer device, where the user number is: if the operator is in a preset interface and based on a call request triggered by the user number a, the determining module 10 determines that the user number corresponding to the call request is a.
A first sending module 20, configured to send a call request to a control point CP corresponding to the subscriber number when the number of the call forwarding device and the subscriber number are in the same group, where the call request is used to call the subscriber number;
further, in order to improve the intelligence of the call intervention, when the number of the call transfer device and the number of the user are in the same group, the call intervention device further includes:
the third sending module is used for sending a query request of the CP corresponding to the user number to a preset CP, wherein the query request is used for querying CP information of the CP corresponding to the user number;
a receiving module, configured to receive CP information fed back by a CP corresponding to the user number based on the query request;
the determining module is further configured to determine a CP corresponding to the user number according to the received CP information.
In this embodiment, when the number of the call forwarding device is in the same group as the subscriber number, that is, when the operator corresponding to the call forwarding device and the user corresponding to the user number are users in a group, a preset CP (Control Point ) is acquired first, the preset CP may be any CP or a CP set in advance, and in this embodiment, the preset CP is recorded as CP-R, hereinafter, the preset CP is all referred to as CP-R as an example, after the preset CP is obtained, ｃA third sending module sends ｃA CP (marked as CP-A) request of inquiring the attribution of the user number A to the preset CP, when the CP-R receives the inquiring request, the CP-R sends an INVITE call carrying the inquiring request, namely, the CP-R sends an INVITE request to the CP-A, and the content in the FROM is the service code of the CP where the query A is located. The specific process is as follows: referring to fig. 7, the INVITE is sent to the core network through the call distribution server sip proxy, the core network determines that ｃA called flow needs to go ｃA, then sends the INVITE to the sip proxy, the sip proxy distributes the INVITE to the CP- ｃA, the CP- ｃA receives the INVITE, determines that the call is ｃA call of ｃA CP where the query ｃA is located, then the CP- ｃA returns information of the CP- ｃA to the server, the CP- ｃA releases the call of the query CP- ｃA, at this time, the CP-R sends an ACK (Acknowledgement) confirmation message to the CP- ｃA, and finally the determination module determines the CP corresponding to the user number, namely, the CP- ｃA, according to the CP information received by the reception module.
When the determining module determines that the CP corresponding to the subscriber number is reached, the first sending module 20 sends ｃA call request to the CP corresponding to the subscriber number, that is, the first sending module 20 sends ｃA request message for calling the subscriber ｃA to the CP- ｃA, at this time, the CP- ｃA calls the subscriber number according to the call request, specifically, ｃA manner of calling the subscriber number according to the call request by the CP- ｃA includes: the CP- ｃA first replies ｃA response message in the call processing to the server, at this time, the first sending module 20 also replies the response message in the call processing to the call transfer device, then, the CP- ｃA sends an INVITE request to the call transfer device, where the request number is ｃA number corresponding to the call transfer device, such as H, and if the number H corresponding to the call transfer device is off-hook at this time, the call transfer device H replies ｃA response message to the CP- ｃA, and then, the CP- ｃA sends an INVITE request to the subscriber number ｃA, where the request number is ｃA.
Further, the preset CP may also be ｃA CP corresponding to the user number, that is, CP- ｃA, if the CP- ｃA receives the query request of the user number ｃA, the query request of the user number ｃA is sent to the core network through the call distribution server SIPPROXY, the core network determines that the called flow of the user number ｃA needs to be taken, then sends the INVITE to the SIPPROXY, the SIPPROXY distributes the INVITE to the CP- ｃA, the CP- ｃA receives the INVITE, determines that the call is ｃA call of the CP where the query ｃA is located, and then the CP- ｃA returns the information of the CP- ｃA to the server.
A second sending module 30, configured to send a call intervention request of the call forwarding device to a CP corresponding to the user number if it is detected that the user number is currently in a call state, where the call intervention request is used to intervene in a call process of the user number.
In this embodiment, if the user number ｃA is currently in ｃA call state, the CP- ｃA replies ｃA message that the user number ｃA is in the call state to the server, and when receiving the message that the user number ｃA is in the call state, the CP- ｃA feeds back the message that the user number ｃA is in the call state to the call forwarding device, and receives ｃA call intervention request input by the call forwarding device based on ｃA user in ｃA preset areｃA, and then the second sending module 30 sends the call intervention request to ｃA CP, that is, ｃA CP- ｃA, corresponding to the user number, where the CP- ｃA implements ｃA related call intervention function, where the intervention mode includes: inserting, namely adding into the call of the user number; monitoring, namely monitoring the conversation process of the user number; and replacing, namely replacing other user numbers which are communicated with the user number.
In the call intervening device provided in this embodiment, when receiving a call request sent by a call forwarding device, a server determines a user number corresponding to the call request, and sends a call request to a control point CP corresponding to the user number when the number of the call forwarding device and the user number are in the same group, where the call request is used to call the user number, and if it is detected that the user number is currently in a call state, sends a call intervening request of the call forwarding device to the CP corresponding to the user number, where the call intervening request is used to intervene a call process of the user number. The load of call intervention is reduced, and therefore the communication efficiency is improved.
Further, in order to improve the intelligence of the call intervention, a second embodiment of the call intervention device of the present invention is proposed based on the first embodiment, and in this embodiment, referring to fig. 5, the second sending module 20 includes:
a first sending unit 21, configured to send a prompt message to the call forwarding device if it is detected that the user number is currently in a call state, where the prompt message is used to prompt a user to input a call intervention request;
a second sending unit 22, configured to send the call intervention request to the CP corresponding to the user number when the call intervention request is received.
In this embodiment, if it is detected that the subscriber number is currently in a call state, the first sending unit 21 sends a prompt message to the call forwarding device, that is, the first sending unit 21 sends information that the subscriber number a is currently in the call state to the call forwarding device, and the call forwarding device displays a call intervention button in a preset area when receiving the information that the subscriber number a is currently in the call state, where the display mode includes: 1. when the information that the user number A is in the call state is not received, the call intervention button is a non-touch control, and when the information that the user number A is in the call state is received, the call intervention button is displayed to be touch-controllable. 2. And when the information that the user number A is in the call state is received, displaying the call intervention key in a preset area of the preset interface. The user can input ｃA call intervention request according to the displayed call control button, the call control button comprises buttons such as inserting, monitoring and replacing, when the user touches the call control button, for example, the call control button is monitored, the monitoring request is sent to the second sending unit 22, the second sending unit 22 sends the received monitoring request to ｃA CP (content provider) corresponding to the user number, namely CP-A, and at the moment, the CP-A monitors the call process of the user number A according to the received monitoring request.
In this embodiment, by sending a prompt message to the call forwarding device, the call forwarding device displays a call intervention button in a preset area based on the prompt message, and sends a call intervention request input by a user based on the call intervention button to the server, so that the intelligence of call intervention is realized.
Further, in order to improve the intelligence of the call intervention, a third embodiment of the call intervention device of the present invention is proposed based on the first embodiment, and in this embodiment, referring to fig. 6, the call intervention device further includes:
a fourth sending module 40, configured to send a call request to a preset CP when the number of the call forwarding device is not in the same group as the subscriber number, where the call request is used to call the subscriber number;
a fifth sending module 50, configured to send a call intervention request of the call forwarding device to the preset CP if it is detected that the user number is currently in a call state, where the call intervention request is used to intervene in a call process of the user number.
In this embodiment, when the number of the call forwarding device and the user number are not in the same group, that is, when the operator corresponding to the call forwarding device and the user corresponding to the user number are not in a group, at this time, the fourth sending module 40 sends a call request to a preset CP, for example, sends a call request to a CP-R, the CP-R calls the user number according to the call request, if it is detected that the user number is currently in a call state, feeds back information that the user number is currently in the call state to the call forwarding device, and when the call forwarding device receives the information that the user number is currently in the call state, the call forwarding device displays a call intervention button in a preset area, where the display mode includes: 1. when the information that the user number A is in the call state is not received, the call intervention button is a non-touch control, and when the information that the user number A is in the call state is received, the call intervention button is displayed to be touch-controllable. 2. And when the information that the user number A is in the call state is received, displaying the call intervention key in a preset area of the preset interface. The user can input a call intervention request according to the displayed call control button, the call control button comprises buttons such as inserting, monitoring and replacing, when the user touches the call control button, if the call control button is monitored, the monitoring request is sent to the fifth sending module 50, the fifth sending module 50 sends the received monitoring request to the preset CP (CP-R), at the moment, the preset CP intervenes in the call process of the user number, namely, the CP-R monitors the call process of the user number A according to the received monitoring request.
In this embodiment, when the number of the call transfer device and the user number are not in the same group, the preset CP calls the user number according to the call request, and intervenes in the call process of the user number when the user number is currently in a call state, so that the call process of the user number can be intervened even when the number of the call transfer device and the user number are not in the same group, and the flexibility of call intervention is improved.
The invention further provides a call intervention system.
The present embodiment provides a call intervention system, where the call intervention system includes a server and a CP corresponding to at least one user number, where the server includes the call intervention device as described above;
and the CP corresponding to the user number is used for calling the user number according to the calling request when receiving the calling request sent by the server, and intervening the conversation process of the user number according to the conversation intervening request when receiving the conversation intervening request sent by the server.
In this embodiment, when receiving ｃA call request sent by the server, the user number, that is, the CP- ｃA, is called according to the call request, and if the user number ｃA is in ｃA call state, information that the user number ｃA is in the call state is fed back to the server, the server sends the information that the user number ｃA is in the call state to the call forwarding device, so that the call forwarding device displays ｃA call intervention button in ｃA preset areｃA when receiving the information that the user number ｃA is in the call state, receives ｃA call intervention request triggered by an operator based on the call intervention button, and sends the call intervention request to ｃA CP, that is, ｃA CP- ｃA, corresponding to the user number when receiving the call intervention request, and when receiving the call intervention request sent by the server, intervening the call process of the user number according to the call intervening request, namely, intervening the call process of the user number A by the CP-A, such as adding into the call of the user number A (which is equivalent to adding an operator H into the call of the user number A and the user number B to form ｃA three-party call); monitoring, namely monitoring the call process of the user number (equivalent to that an operator H can hear the call of the user number A and the user number B); and replacing, namely replacing other user numbers for carrying out the call with the user number (corresponding to the call of the operator H with the user number A and hanging up the call of the user number B).
Further, the call intervention system further comprises a preset CP;
the preset CP is used for sending the query request to the CP corresponding to the user number when receiving the query request of the CP corresponding to the user number sent by the server, wherein the query request is used for querying CP information of the CP corresponding to the user number;
the preset CP is also used for calling the user number according to the calling request when receiving the calling request sent by the server, and intervening the conversation process of the user number based on the conversation intervening request when receiving the conversation intervening request sent by the server.
In this embodiment, when receiving an inquiry request of ｃA CP corresponding to ｃA user number sent by the server, that is, an INVITE call request of CP- ｃA, the preset CP, that is, CP-R, sends the INVITE call request to the core network through the call distribution server sip proxy, the core network determines that ｃA called flow needs to be followed, then sends the INVITE to sip proxy, the sip proxy distributes the INVITE to CP- ｃA, the CP- ｃA receives the INVITE and determines that the call is ｃA call of ｃA CP where the inquiry ｃA is located, then the CP- ｃA returns information of its own CP- ｃA to the server, the CP- ｃA releases the call of the inquiry CP- ｃA, that is, the CP- ｃA feeds back CP information to the server, then the server can perform ｃA call intervention operation on the CP- ｃA to which the user number ｃA belongs, that is, the CP- ｃA performs an intervention on ｃA call process of the user number according to the call intervention request, if the call is added to the user number A (which is equivalent to the call that the operator H adds to the user number A and the user number B to form a three-party call); monitoring, namely monitoring the call process of the user number (equivalent to that an operator H can hear the call of the user number A and the user number B); and replacing, namely replacing other user numbers for carrying out the call with the user number (corresponding to the call of the operator H with the user number A and hanging up the call of the user number B).
It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner. Based on such understanding, the technical solutions of the present invention may be embodied in the form of a software product, which is stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk) and includes instructions for enabling a terminal device (such as a mobile phone, a computer, a server, an air conditioner, or a network device) to execute the method according to the embodiments of the present invention.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.

Claims (10)

1. A call intervention method is characterized by comprising the following steps:
when a call request sent by call transfer equipment is received, a switchboard service WEB server determines a user number corresponding to the call request;
when the number of the call transfer equipment is in the same group with the user number, the switchboard service WEB server sends a call request to a control point CP corresponding to the user number, wherein the call request is used for calling the user number;
and if the fact that the user number is in a call state currently is detected, the switchboard service WEB server sends a call intervention request of the call transfer equipment to a CP (content provider) corresponding to the user number, so that the CP corresponding to the user number intervenes in a call process of the user number.
2. The call intervention method of claim 1, wherein before the step of sending the call request to the CP control point corresponding to the user number, the call intervention method further comprises:
the switchboard service WEB server sends a query request of a CP (content provider) corresponding to a user number to a preset CP (content provider), wherein the query request is used for querying CP information of the CP corresponding to the user number;
the switchboard service WEB server receives CP information fed back by the CP corresponding to the user number based on the query request;
and determining the CP corresponding to the user number according to the received CP information.
3. The call intervention method of claim 1, wherein the step of sending, by the switchboard service WEB server, the call intervention request of the call transfer device to the CP corresponding to the user number if it is detected that the user number is currently in a call state comprises:
if the user number is detected to be in a call state currently, the switchboard service WEB server sends prompt information to the call transfer equipment, wherein the prompt information is used for prompting a user to input a call intervention request;
and when the call intervention request is received, sending the call intervention request to a CP corresponding to the user number.
4. A call intervening method according to any one of claims 1 to 3, wherein after the step of determining, by the switchboard service WEB server, the user number corresponding to the call request when receiving the call request sent by the call forwarding device, the call intervening method further comprises:
when the number of the call transfer equipment is not in the same group with the user number, the switchboard service WEB server sends a call request to a preset CP, wherein the call request is used for calling the user number;
and if the user number is detected to be in a conversation state currently, sending a conversation intervention request of the call forwarding device to the preset CP, wherein the conversation intervention request is used for intervening the conversation process of the user number.
5. A call intervention device is applied to a switchboard service WEB server, and comprises:
the determining module is used for determining a user number corresponding to a call request when the call request sent by the call transfer equipment is received;
a first sending module, configured to send a call request to a control point CP corresponding to the subscriber number when the number of the call forwarding device and the subscriber number are in the same group, where the call request is used to call the subscriber number;
and the second sending module is used for sending the call intervention request of the call forwarding device to the CP corresponding to the user number if the user number is detected to be in a call state currently, so that the CP corresponding to the user number can intervene in the call process of the user number.
6. A call intervention device as defined in claim 5, further comprising:
the third sending module is used for sending a query request of the CP corresponding to the user number to a preset CP, wherein the query request is used for querying CP information of the CP corresponding to the user number;
a receiving module, configured to receive CP information fed back by a CP corresponding to the user number based on the query request;
the determining module is further configured to determine a CP corresponding to the user number according to the received CP information.
7. A call intervention device as defined in claim 5, wherein the second sending module comprises:
a first sending unit, configured to send, if it is detected that the user number is currently in a call state, a prompt message to the call forwarding device, where the prompt message is used to prompt a user to input a call intervention request;
and the second sending unit is used for sending the call intervention request to the CP corresponding to the user number when the call intervention request is received.
8. A call intervention device as claimed in any one of claims 5 to 7, further comprising:
a fourth sending module, configured to send a call request to a preset CP when the number of the call forwarding device is not in the same group as the subscriber number, where the call request is used to call the subscriber number;
a fifth sending module, configured to send a call intervention request of the call forwarding device to the preset CP if it is detected that the user number is currently in a call state, where the call intervention request is used to intervene in a call process of the user number.
9. A call intervention system, comprising a switchboard service WEB server and at least one CP corresponding to a user number, wherein the switchboard service WEB server comprises the call intervention device according to claims 5-8;
and the CP corresponding to the user number is used for calling the user number according to the call request when receiving the call request sent by the switchboard service WEB server, and intervening the call process of the user number according to the call intervening request when receiving the call intervening request sent by the switchboard service WEB server.
10. The call intervention system of claim 9, further comprising a pre-provisioned CP;
the preset CP is used for sending a query request to the CP corresponding to the user number when receiving the query request of the CP corresponding to the user number sent by the switchboard service WEB server, wherein the query request is used for querying CP information of the CP corresponding to the user number;
the preset CP is also used for calling the user number according to the call request when receiving the call request sent by the switchboard service WEB server, and intervening the call process of the user number based on the call intervening request when receiving the call intervening request sent by the switchboard service WEB server.
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