CN107241519A - A kind of audio call centered video householder method and system - Google Patents
A kind of audio call centered video householder method and system Download PDFInfo
- Publication number
- CN107241519A CN107241519A CN201710437622.4A CN201710437622A CN107241519A CN 107241519 A CN107241519 A CN 107241519A CN 201710437622 A CN201710437622 A CN 201710437622A CN 107241519 A CN107241519 A CN 107241519A
- Authority
- CN
- China
- Prior art keywords
- video
- audio call
- call center
- user terminal
- banquet
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- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
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Classifications
-
- 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
-
- 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
Abstract
The invention provides a kind of audio call centered video householder method and system, audio call center, the WEBRTC real-time communications based on browser, smart mobile phone are combined, multimedia realtime communication is realized.A kind of audio call centered video householder method：User's smart mobile phone initiates call setup voice conversation to audio call center；Attend a banquet to WEBRTC service system application session channels；Video session channel link is with short message sending to user terminal smart mobile phone；Video session is set up in user terminal browser access meeting link.A kind of audio call centered video accessory system, including audio call center and WEBRTC service systems, wherein：Audio call center, at least including video calling module and SMS module；WEBRTC service systems are used to connect user terminal and attend a banquet to set up multimedia communication, and WEBRTC service systems are used to receive parameter returning result to call center's opening API interface.
Description
Technical field
The present invention relates to communication field, more particularly to a kind of audio call centered video householder method and system.
Background technology
Call center（Also known as Customer Service Center）It is user and mechanism（Enterprise）It is most widely used in the mode of communication
One kind, generally from user dial Service Phone to call center initiate ask, user's access calling center, IVR automatic speech
The business such as response interaction, recording, CTI carries out unified route of queuing up according to the selection of user or the access code of user, is routed to
Called to attend a banquet, response of attending a banquet is conversed and provides corresponding speech business according to user's selection.
The call center of early stage can only provide speech business merely.With the progress of mechanics of communication, based on 3G-324M agreements
Be applied to call center with the communication mode based on IP multimedia technologies, occur in that video attend a banquet, video automatic teller machine（Video
Teller Machine）Deng new opplication, Consumer's Experience is improved to a certain extent, develops some new business models.
Linked up than voice, current video call center technology still has some shortcomings, for example：
1st, using limited
Most video call systems need special-purpose software or special equipment to access special entrance, in other words, if not pre-
Special-purpose software is first installed on a user device or video customer service can not be just realized using special video customer service terminal, so that
The promotion and application scene of video customer service is by a definite limitation；
2nd, the wasting of resources
Video call can consume more system resources and bandwidth resources compared to audio call.Due to general video customer service system
Flow scheme design be all that calling is directly initiated by user side, some inessential video calls requests certainly will occur, that is, completely may be used
By the business meeting ineffective occupation video customer service resource of voice or IVR service processings, manpower and materials are caused to waste.
The content of the invention
In view of this, the invention provides a kind of audio call centered video householder method and system to solve above-mentioned ask
Topic, its core is that the WEBRTC (Web Real-Time Communication) by audio call center, based on browser is real
When communication, smart mobile phone be combined, realize multimedia realtime communication.
A kind of audio call centered video householder method, refer to the attached drawing 1, including：
1st, user terminal smart mobile phone is initiated to call to audio call center, and voice conversation is set up with attending a banquet；
2nd, customer demand is assessed in communication of attending a banquet, if necessary using video, then to WEBRTC service system application session channels；
3rd, WEBRTC service systems generate and return to video session channel link；
4th, the link of video session passage is sent to video and attended a banquet and with short message sending to user terminal smart mobile phone；
5th, attend a banquet desktop end and user terminal smart mobile phone is linked with browser access meeting respectively, sets up video session.
Invention also provides a kind of audio call centered video accessory system, refer to the attached drawing 2, including in audio call
The heart and WEBRTC service systems, wherein：
Audio call center, for handling a variety of phone incoming calls and call business and service, is at least called including video
Module and SMS module, wherein video calling module, which are used to submitting parameter to receive to WEBRTC service systems, to be returned, by session chain
Sending and receiving are delivered to video and attended a banquet and SMS module, and SMS module is used to send session link with SMS；
WEBRTC (Web Real-Time Communication) service system, for setting up and managing in user terminal and between attending a banquet
Point-to-point voice, video, document communication based on browser are managed, WEBRTC service systems also connect to call center's opening API
Mouthful, for receiving parameter returning result.
Audio call centered video householder method and system proposed by the present invention, by audio call center and WEBRTC (Web
Real-Time Communication) technology is combined, realizes the seamless switching of audio call and video call, uniformly make
User is very easy to audio call entrance to use；It is proposed by the present invention that " end application of attending a banquet, SMS notification, browser lead to
The solution of letter ", can be while communication efficiency, the experience of lifting family be lifted, and the use scope of control video call is reduced
The wasting of resources, on the other hand due to not having the requirement of too many special software and hardware to ustomer premises access equipment, can to greatest extent increase and regard
The applicable scene of frequency customer service uses scope, is conducive to popularization and application.
Brief description of the drawings
Fig. 1 is flow chart of the method for the present invention；
Fig. 2 is system architecture diagram of the invention；
Fig. 3 is the system architecture diagram of the embodiment of the present invention；
Fig. 4 is the method flow diagram of the embodiment of the present invention.
Embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with the embodiment of the present invention
In accompanying drawing, the technical scheme in the embodiment of the present invention is clearly and completely described.Based on the embodiment in the present invention,
The every other embodiment that those of ordinary skill in the art are obtained under the premise of creative work is not made, belongs to this hair
The scope of bright protection.
The present invention proposes a kind of audio call centered video accessory system, and the present embodiment will be reported a case to the security authorities with insurance company's vehicle insurance
Illustrated exemplified by call center, refer to the attached drawing 3, system includes：
Audio call center, for handling a variety of phone incoming calls and call business and service, is at least called including video
Module and SMS module, optionally including profiling module, wherein video calling module is used to submit to WEBRTC service systems and joined
Number, which is received, to be returned, session link is sent to surveying and attended a banquet and SMS module, and SMS module is used to send session link with SMS,
Profiling module, which is used to record, preserves video session data；
WEBRTC (Web Real-Time Communication) service system, for setting up and managing in user terminal and between attending a banquet
Point-to-point voice, video, document communication based on browser are managed, WEBRTC service systems also connect to call center's opening API
Mouthful, for receiving parameter returning result.
The present invention proposes a kind of audio call centered video householder method, and the present embodiment will be to have used in audio call
The vehicle insurance of heart video auxiliary system is reported a case to the security authorities and illustrated exemplified by call center, refer to the attached drawing 4, including：
1st, user terminal phone initiates to call to audio call center, and the voice of attending a banquet of reporting a case to the security authorities connects case typing essential information；
2nd, report a case to the security authorities and attend a banquet to WEBRTC service system application session channels；
3rd, WEBRTC service systems generate and return to video session channel link；
4th, video calling module by session channel link send to survey attend a banquet and call SMS module be sent to user terminal intelligence
Mobile phone；
5th, attend a banquet desktop end and the use browser access meeting link respectively of user terminal smart mobile phone are surveyed, video session is set up；
6th, the remote guide user that attends a banquet is surveyed to be shot with mobile phone and submit field image realization remotely to survey in real time, meanwhile, filing
Module preserves survey overall process image data in case checking in real time.
The vehicle insurance that the embodiment of the present invention is proposed is reported a case to the security authorities audio call centered video householder method and system, employs voice reporting
The seamless connection solution that case is surveyed to long-distance video, is being continued to use on the premise of audio call entrance is user-friendly, can
Reach that improvement surveys efficiency, lifts the beneficial effect of Consumer's Experience.
The alternative embodiment of the present invention is these are only, is not intended to limit the scope of the invention, it is every to utilize this hair
Equivalent structure or equivalent flow conversion that bright specification and accompanying drawing content are made, or directly or indirectly it is used in other related skills
In art field, the scope of patent protection for being included in the present invention.
Claims (4)
1. a kind of audio call centered video householder method, it is characterised in that the householder method comprises the following steps：
User terminal initiates to call to audio call center；
End response calling of attending a banquet, which is linked up, assesses customer demand, applies for video session passage；
Video session channel link is with short message sending to user terminal；
Video session is set up in user terminal browser access meeting link.
2. a kind of audio call centered video accessory system, it is characterised in that including audio call center and WEBRTC services system
System.
3. video auxiliary system according to claim 2, it is characterised in that audio call center, is at least called including video
Module and SMS module, wherein video calling module, which are used to submitting parameter to receive to WEBRTC service systems, to be returned, by session URL
Chain, which is received and sent to video, attends a banquet and SMS module, and SMS module is used to send session URL link with SMS.
4. video auxiliary system according to claim 2, it is characterised in that WEBRTC service systems, for user terminal with
Point-to-point voice, video, document communication based on browser are set up and managed between attending a banquet, and WEBRTC service systems are also to calling
Open center api interface, for receiving parameter returning result.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710437622.4A CN107241519A (en) | 2017-06-12 | 2017-06-12 | A kind of audio call centered video householder method and system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710437622.4A CN107241519A (en) | 2017-06-12 | 2017-06-12 | A kind of audio call centered video householder method and system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN107241519A true CN107241519A (en) | 2017-10-10 |
Family
ID=59986928
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710437622.4A Pending CN107241519A (en) | 2017-06-12 | 2017-06-12 | A kind of audio call centered video householder method and system |
Country Status (1)
| Country | Link |
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| CN (1) | CN107241519A (en) |
Cited By (8)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107888788A (en) * | 2017-11-28 | 2018-04-06 | 甜新科技（上海）有限公司 | A kind of online damage checking system of property in real time and application method |
| CN110049131A (en) * | 2019-04-22 | 2019-07-23 | 杭州数金在线云科技有限公司 | A kind of video traffic exchange method Internet-based and system |
| CN110213525A (en) * | 2019-05-28 | 2019-09-06 | 南京南方电讯有限公司 | A kind of video customer service system and its working method |
| CN111064917A (en) * | 2019-12-04 | 2020-04-24 | 山东浪潮商用系统有限公司 | Remote video consultation method based on WebRTC |
| CN111726558A (en) * | 2019-03-20 | 2020-09-29 | 腾讯科技（深圳）有限公司 | On-site survey information acquisition method and device, computer equipment and storage medium |
| CN112738054A (en) * | 2020-12-24 | 2021-04-30 | 咪咕文化科技有限公司 | Media pushing method and device, network equipment and storage medium |
| CN112887650A (en) * | 2021-01-26 | 2021-06-01 | 北京新方通信技术有限公司 | Audio and video distribution method and system for video call center |
| CN114285945A (en) * | 2021-12-13 | 2022-04-05 | 天翼爱音乐文化科技有限公司 | Video interaction method and device and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN107888788A (en) * | 2017-11-28 | 2018-04-06 | 甜新科技（上海）有限公司 | A kind of online damage checking system of property in real time and application method |
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| CN112738054A (en) * | 2020-12-24 | 2021-04-30 | 咪咕文化科技有限公司 | Media pushing method and device, network equipment and storage medium |
| CN112887650A (en) * | 2021-01-26 | 2021-06-01 | 北京新方通信技术有限公司 | Audio and video distribution method and system for video call center |
| CN114285945A (en) * | 2021-12-13 | 2022-04-05 | 天翼爱音乐文化科技有限公司 | Video interaction method and device and storage medium |
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Application publication date: 20171010 |
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