CN111050000A - Method, device and system for realizing soft phone of call center - Google Patents
Method, device and system for realizing soft phone of call center Download PDFInfo
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- 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
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- 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 discloses a method, a device and a system for realizing a soft phone of a call center, relating to the technical field of computers. One embodiment of the method comprises: receiving a soft phone request; judging whether the soft phone request has a current effective state according to the stored historical soft phone state data; if yes, sending the speech channel data corresponding to the current effective state to the soft phone; otherwise, forwarding the softphone request to a computer telecommunications integration and updating the stored historical softphone state data based on events returned by the computer telecommunications integration. The method can recover the real state and the speech path information of the current soft phone under the abnormal condition based on the stored historical state of the soft phone, solves the problem that the soft phone cannot be connected under the abnormal condition in the prior art, improves the success rate of connection and the stability of a system, and improves the user experience of an agent.
Description
Technical Field
The invention relates to the technical field of computers, in particular to a method, a device and a system for realizing a soft phone of a call center.
Background
A call center is a service organization consisting of a collection of service personnel at a relatively centralized location, typically using computer communications technology to handle inquiries and consultation needs from businesses and customers. Taking telephone consultation as an example, the system has the capability of processing a large number of incoming calls simultaneously, also has calling number display, can automatically distribute incoming calls to personnel with corresponding skills for processing, and can record and store all incoming call information. A typical call center mainly using customer service can have both call-in and call-out functions, and can perform call-out services such as customer return visit and satisfaction survey while processing services such as information inquiry, consultation and complaint of customers. Softphone is a communication terminal device, is a virtual phone, and provides voice service with good call quality, which is cheap and reliable for terminal users. As long as in the same network, the telephone can be carried out without limitation, and various telephone modes such as PC to PC, PC to telephone, telephone to PC and the like can be supported.
At present, in the technical scheme of realizing the SoftPhone of the call center, the problem of state connection of the SoftPhone in actual use is not considered. However, in the actual use process, the abnormal closing of the soft phone caused by irresistible reasons and irregular operations, for example, abnormal closing of a browser, operations such as browser refreshing and the like, abnormal situations such as blue screen, breakpoints, network fluctuation and the like, occur. When the Agent logs in again, the former soft phone environment cannot be recovered. The softphone will appear as the initial state after logging in again, rather than the actual state of the current phone. And the occurrence of abnormal situations is inevitable, thereby resulting in poor user experience of the seat.
Disclosure of Invention
In view of this, embodiments of the present invention provide a method, an apparatus, and a system for implementing a softphone in a call center, which can recover a current real state and speech path information of a softphone when an exception occurs based on a stored historical state of the softphone, solve a problem that the softphone cannot be connected under the exception condition in the prior art, improve a success rate of connection and a stability of the system, and improve user experience of a seat.
To achieve the above objects, according to one aspect of the embodiments of the present invention, a method for call center softphone implementation is provided.
The method for realizing the calling of the central soft phone comprises the following steps: receiving a soft phone request; judging whether the soft phone request has a current effective state according to the stored historical soft phone state data; if yes, sending the speech channel data corresponding to the current effective state to the soft phone; otherwise, forwarding the softphone request to a computer telecommunications integration and updating the stored historical softphone state data based on events returned by the computer telecommunications integration.
Optionally, the step of determining whether the softphone request has a current valid status according to the stored historical softphone status data includes: judging whether speech channel data corresponding to the software call request exists in a Redis database according to the software call request, and judging whether the software call request is a login request;
if the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state.
Optionally, the step of updating said stored historical softphone state data based on events returned by the computer telecommunications integration comprises: determining the type of the event returned by the computer telecommunication integration; the types at least comprise speech channel events and seat events; updating the corresponding seat state based on the event when the event is a seat event; judging whether the event is a calling event or not under the condition that the event is a speech channel event; if yes, adding a new speech channel according to the event, and storing speech channel data of the new speech channel, wherein the speech channel data at least comprises one of the following data: speech path state, number, call type, call state, and party information; otherwise, deleting the speech channel data corresponding to the event.
To achieve the above object, according to another aspect of the embodiments of the present invention, there is provided a call center softphone implemented apparatus.
The device for realizing the soft phone of the call center comprises:
the receiving module is used for receiving a soft phone request;
the judging module is used for judging whether the soft phone request has a current effective state according to the stored historical soft phone state data;
the processing module is used for sending the speech channel data corresponding to the current effective state to the soft phone; and forwarding the softphone request to a computer telecommunications integration and updating the stored historical softphone state data based on events returned by the computer telecommunications integration.
Optionally, the determining module is further configured to determine, according to the soft phone request, whether session data corresponding to the soft phone request exists in a Redis database, and determine whether the soft phone request is a login request;
if the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state.
Optionally, the processing module is further configured to determine a type of an event returned by the computer telecommunication integration; the types at least comprise speech channel events and seat events;
updating the corresponding seat state based on the event when the event is a seat event;
judging whether the event is a calling event or not under the condition that the event is a speech channel event;
if yes, adding a new speech channel according to the event, and storing speech channel data of the new speech channel, wherein the speech channel data at least comprises one of the following data: speech path state, number, call type, call state, and party information; otherwise, deleting the speech channel data corresponding to the event.
To achieve the above objects, according to yet another aspect of an embodiment of the present invention, there is provided a system for call center softphone implementation.
The system for realizing the soft phone of the call center comprises the following components: any of the call center softphone implemented apparatus, softphone, computer telecommunications integration and state storage database described above.
Optionally, the state storage database is a Redis database.
To achieve the above object, according to still another aspect of an embodiment of the present invention, there is provided an electronic apparatus.
The electronic device of the embodiment of the invention comprises: one or more processors; a storage device to store one or more programs that, when executed by the one or more processors, cause the one or more processors to implement the call center softphone implemented method of any of the above.
To achieve the above object, according to a further aspect of the embodiments of the present invention, there is provided a computer readable medium having a computer program stored thereon, wherein the program, when executed by a processor, implements the call center softphone implementation method of any one of the above.
One embodiment of the above invention has the following advantages or benefits: a soft phone state saving mechanism is added, namely soft phone states such as seat states, speech path states and the like are saved in a database. After receiving the soft phone request of the soft phone, judging whether the soft phone state needs to be continued or not according to the stored historical state data. If the current effective state exists, the speech channel data is obtained according to the current effective state and is sent to the soft phone, and state continuation is achieved. Furthermore, under the abnormal condition, the real state and the speech channel information of the current soft phone can be recovered, the problem that the soft phone cannot be connected under the abnormal condition in the prior art is solved, the success rate of connection and the stability of the system are improved, and the user experience of the seat is improved.
Further effects of the above-mentioned non-conventional alternatives will be described below in connection with the embodiments.
Drawings
The drawings are included to provide a better understanding of the invention and are not to be construed as unduly limiting the invention. Wherein:
FIG. 1 is a schematic diagram of the main flow of a method of call center softphone implementation according to an embodiment of the present invention;
FIG. 2 is a schematic diagram of a call center softphone implemented system according to an embodiment of the present invention;
FIG. 3 is a schematic diagram of a system architecture for a call center softphone implementation according to an embodiment of the present invention;
FIG. 4 is a schematic diagram of a softphone login flow according to an embodiment of the present invention;
FIG. 5 is a schematic diagram of a method implemented by a Call center softphone according to an embodiment of the present invention;
FIG. 6 is a schematic diagram of updating stored historical softphone state data according to an embodiment of the present invention;
FIG. 7 is a schematic diagram of the major modules of a call center softphone implemented device according to an embodiment of the present invention;
FIG. 8 is an exemplary system architecture diagram in which embodiments of the present invention may be employed;
fig. 9 is a schematic structural diagram of a computer system suitable for implementing a terminal device or a server according to an embodiment of the present invention.
Detailed Description
Exemplary embodiments of the present invention are described below with reference to the accompanying drawings, in which various details of embodiments of the invention are included to assist understanding, and which are to be considered as merely exemplary. Accordingly, those of ordinary skill in the art will recognize that various changes and modifications of the embodiments described herein can be made without departing from the scope and spirit of the invention. Also, descriptions of well-known functions and constructions are omitted in the following description for clarity and conciseness.
The technical terms referred to in the examples are explained as follows:
MS: the message center, also called soft phone middleware, is responsible for forwarding requests and events between the soft phone and the CTIServer to realize the actual soft phone operation of the seat;
CTI Server: the CTI server is a computer connected with the exchanger, is the core of the whole Call Center, organically combines the telephone exchange system and the computer system, and fully utilizes the telephone channel exchange function of the exchanger and the data processing function of the computer system; the CTI server generally comprises a telephone service unit, a security database, a telephone service library and the like, and realizes the functions of transmitting synchronous voice and data, coordinating the transfer of the voice and the data, intelligently routing and the like;
a configuration center: all resources of the call center can be configured, all relations can be configured, and all services acquire resource information and are services configured by relations;
service discovery: the cluster is a deployed auxiliary service, and can acquire an effective survival service through service discovery;
PBX: the SIP soft exchange server is used for actually finishing telephone set control and telephone traffic processing;
a seat: the Agent, Agent is provided by the call center and is responsible for the answering and answering work of daily customer service hotline telephone, helps the user to solve the problem, and the category of the problem is related to the specific service scene.
Fig. 1 is a schematic diagram of a main flow of a method for implementing a call center softphone according to an embodiment of the present invention, and as shown in fig. 1, the method for implementing a call center softphone according to an embodiment of the present invention mainly includes:
step S101: a softphone request is received. In an embodiment of the invention, the softphone request comprises at least one of: incoming call, outgoing call, hold, retrieval, consultation and transfer, three-party conference, transfer of skill set, IVR transfer, external line transfer, other telephone transfer and the like. SoftPhone, a telephone bar capable of controlling a telephone, can control the actual telephone state by operating on the SoftPhone.
Step S102: and judging whether the soft phone request has a current effective state or not according to the stored historical soft phone state data. If so, executing step S103; otherwise, step S104 is executed. In the process, whether the corresponding speech channel data exists in the Redis database or not is judged according to the soft phone request, and whether the soft phone request is a login request or not is judged. If the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state. The database adopts a Redis database cluster to realize the storage and sharing of the soft phone state, and can also realize the distributed deployment of multiple MSs to realize the hot standby of the MSs.
Step S103: and sending the speech channel data corresponding to the current effective state to the soft phone. The soft phone requests the existence of the current effective state, which indicates that the soft phone is disconnected due to abnormal conditions, then the soft phone acquires the speech channel data according to the current effective state and sends the speech channel data to the soft phone, and then the soft phone sets the seat state, and then a complete telephone traffic flow is reproduced according to a predefined event model, and state continuation is completed.
Step S104: the softphone request is forwarded to the computer telecommunications ensemble and the stored historical softphone state data is updated based on events returned by the computer telecommunications ensemble. If the soft phone is in the state of not needing connection, the MS normally processes the login request of the soft phone, completes the forwarding of the message and the event, and the state storage work, and enters the normal working flow after the soft phone logs in. And the real-time performance of the state data is ensured by updating the state data, and the soft phone state connection can be realized based on the state storage when an abnormal condition occurs.
Determining the type of the event returned by the computer telecommunication integration in the process of updating the stored historical softphone state data based on the event returned by the computer telecommunication integration; the types include at least session events and agent type events. Updating the corresponding seat state based on the event when the event is a seat type event; judging whether the event is a calling event or not under the condition that the event is a speech path event; if yes, adding a new speech channel according to the event, and storing speech channel data of the added speech channel, wherein the speech channel data at least comprises one of the following data: speech path state, number, call type, call state, and party information; otherwise, deleting the speech channel data corresponding to the event.
The embodiment of the invention adds a soft phone state storage mechanism, namely, the soft phone state such as the seat state, the speech path state and the like is stored in the database. After receiving the soft phone request, judging whether the soft phone state needs to be continued or not according to the stored historical state data. If the current effective state exists, the speech channel data is obtained according to the current effective state and is sent to the soft phone, and state continuation is achieved. Furthermore, under the abnormal condition, the real state and the speech channel information of the current soft phone can be recovered, the problem that the soft phone cannot be connected under the abnormal condition in the prior art is solved, the success rate of connection and the stability of the system are improved, and the user experience of the seat is improved.
In the prior art, there are three ways of implementing softphones of call centers, and in relatively early days, both CTI (computer telephony Integration) platforms provide SDK packages for developing client applications, and early call center applications are mainly based on C/S architectures (client/server modes). With the continuous development of web technology, most call center applications currently employ the B/S architecture (browser and server architecture). Based on the structure, the soft phone implementation mode of the call center is a plug-in mode, and the soft phone is packaged into an ActiveX or Applet according to an SDK (Software Development Kit) package provided by the CTI product and runs on the client side to be directly connected with the CTI Server for communication. The embedded plug-in used by the soft phone of the technology has larger dependence on a browser.
The browser is connected with the CTI server through soft phone middleware and is in communication connection with the soft phone middleware through the standard WebSocket specification of HTML5, the soft phone middleware is provided with a third party API interface, and the soft phone middleware is in communication connection with the CTI server of a third party through a CTI adapter. Among other things, the WebSocket protocol supports full duplex communication between a client (running untrusted code in a controlled environment) and a remote host (electing to join communication of the code). The security model for this is based on the original security model commonly used by Web browsers. The protocol includes an open handshake followed by message frames on the TCP layer. The goal of this technology is to provide a communication mechanism for browser-based applications that need to communicate bi-directionally with the server (which cannot rely on opening multiple HTTP connections (e.g., using XMLHttpRequest or < iframe > and long polling)). However, none of the above-mentioned conventional techniques has a state storage mechanism, and it is impossible to realize state continuation of a soft phone when an abnormality occurs.
FIG. 2 is a schematic diagram of a call center softphone implemented system according to an embodiment of the present invention; fig. 3 is a schematic diagram of a system architecture for a call center softphone implementation according to an embodiment of the present invention.
As shown in fig. 2 and 3, the system for call center softphone implementation of an embodiment of the present invention includes a device MS (message center, also called softphone middleware), a softphone, a computer telecommunications integration and a database that implement the method of the above-described embodiment. The state storage database is a Redis database. The system for realizing the call center soft phone in the embodiment of the invention also comprises other equipment such as a hard phone, a PBX, a voice gateway and the like. The hard phone, namely the IP phone used by the call center, comprises a special headset and other voice acquisition equipment. The soft phone SoftPhone achieves the purpose of controlling the hard phone with the assistance of a server on the network, and the currently realized functions comprise incoming calls, outgoing calls, holding, retrieving, consulting and switching, three-party conferences, switching skill sets, switching to IVRs, switching to external lines and switching to other telephone system functions. The class manager seat also comprises functions of monitoring, whisper, forced insertion, forced detachment and the like. The softphone is connected to a proxy service through which the responsible equalization is allocated to a certain MS. For example, the configuration of the configuration center can be used to control the agents to belong to different MS message centers, and the telephone bar acquires from the MS different MS domain names to be connected. Or, using a hash to take charge of the balancing, and selecting an optional strategy, such as a roundbin simple round-robin, a static-rr weight round-robin, a least server to which a leasecon new connection is sent, a source IP-based algorithm, and the like.
The soft phone of the embodiment of the invention adopts a BS framework, so the soft phone of the embodiment of the invention adopts a three-layer structure and is responsible for message forwarding between the soft phone and the CTI Server. The CTI Server is a CTI call center middleware, provides a general call center system platform function and an interface, and links CTI hardware and upper application software. The CTI Server is an actual request processor, receives the MS forwarding request, and feeds back the event to the MS through interaction with the PBX. The PBX is an SIP soft switch server and is used for actually completing phone set control and telephone traffic processing.
The MS obtains the corresponding CTI domain name by reading related CTI configuration information from the configuration center, obtains the current active main CTI Server by service discovery, and the message center is responsible for maintaining the connection with the CTI Server. The soft phone sends a request to the MS, the MS forwards the request to the CTIServer, after the CTIServer completes processing, the event is sent to the MS, and the MS forwards the event to the soft phone. Further, the MS of the embodiment of the present invention stores the soft phone state, including the seat state, the session state, and the like, in the database, which may be a Redis cluster, to implement soft phone state storage and sharing, and also may implement distributed deployment of multiple MSs to implement MS hot standby. When the soft phone is abnormal, such as browser crash, misoperation refresh, crash, power failure, blue screen and other unpredictable conditions, the soft phone state can be ensured to be continuous.
The embodiment of the invention aims at a scene that a hard phone is arranged, the seat controls the hard phone through a soft phone, but the conversation is carried out through the hard phone. The soft phone is only used for facilitating the work of the seat, the speech channel information is synchronized to the soft phone, the soft phone is not used independently and is embedded into a corresponding service system, the data can be utilized, the seat controls the hard phone through the soft phone, the working efficiency can be improved, and the functions are enriched. The system can record the speech channel information by adopting the soft phone for operation, and provides convenience for subsequent work, such as recording, quality inspection, customer satisfaction statistics and other services. The business system can inquire order information state and other additional operations according to the incoming line number, which is the reason for the existence of the soft phone. If the softphone is disconnected, but the session is still present. The soft phone does not send a request for disconnecting the speech path before being disconnected, so the speech path is not disconnected, and the system does not check the state of the soft phone and do redundant processing. The softphone has disconnected but traffic may still continue.
FIG. 4 is a schematic diagram of a softphone login flow according to an embodiment of the present invention; FIG. 5 is a schematic diagram of a method implemented by a Call center softphone according to an embodiment of the present invention; FIG. 6 is a schematic diagram of updating stored historical softphone state data according to an embodiment of the present invention.
As shown in fig. 4, when the soft phone logs in, the MS first determines whether the soft phone is in an abnormal state, and adopts different processing methods. If the login time is normal, the soft phone completes initialization after receiving the login time. If abnormal, the previous effective state is obtained, the state is continued, the seat state information is recovered, and the speech channel information is recovered.
As shown in fig. 5, the MS adds a storage module for the active state of the softphone in addition to the forwarding task of the message center, and the states that the MS needs to store include the seat state and the traffic state. When a soft phone request is sent to the MS, the MS selects a different processing mode according to the type of the determination request. In the embodiment of the present invention, the Agent request (softphone request) mainly includes four types: log in, log out, ready, not ready. The session request includes: calling, answering, hanging up, single step turning, double step turning, forced insertion, forced detachment and the like. The Agent request is specific to the state of the Agent, each Agent has a unique work mark to represent, and the hard phone is marked by a work number. The seat check-out means that the association between the seat number and the extension is released in the CTI Server, and the seat number and the extension are released. The agent login refers to binding the association between the agent number and the extension, and dialing out or entering the line can be carried out with the service setting. Ready means that the agent can accept incoming and outgoing calls. Not ready means that the seat cannot accept incoming lines for various reasons (training, dining, minor breaks, etc.). In this state, it can be determined whether outbound call, such as not ready-outbound call, is enabled according to the configuration. Whether a telephone can be allocated to a certain seat or not is determined according to the skill of the seat, namely, the seat can be determined to process the problems, if the seat has the skill and is ready, the telephone can be distributed to the extension corresponding to the seat.
The session request is a request for control of the phone, including an outgoing call request, an incoming call answer request, an on hold request included in the call (i.e., the customer listens to a piece of music, cannot hear the sound of the agent), a retrieval request, a hang-up request, etc. And, requests that include a little more complexity, such as: transferring the call to another seat and requesting a third party to participate in the conference request of the call; the request related to the monitoring function of the executive seat.
After receiving the Agent request, if the corresponding softphone of the Agent request has the speech channel information (speech channel data), the Agent request is judged to be abnormal. At this time, if the Agent request is a login request, the current effective state and speech channel information of the soft phone stored by the MS, including the current seat state, speech channel information and other data, are acquired and sent to the soft phone. Then, the soft phone sets up the seat state at first, then according to and predefined event model, reappear a complete traffic flow, finish the state continuation before the anomaly. At this time, if the Agent request is logged out, ready, not ready (it is not connected before explaining, and there is no need to make status connection), but the softphone has a traffic status (incoming call, outgoing call, consultation, transfer, meeting, etc.), an error event is generated and forwarded to the softphone.
If the soft phone is in the state of not needing connection, the MS normally processes the login request of the soft phone, completes the forwarding of the message and the event, and the state storage work, and enters the normal working flow after the soft phone logs in.
For the speech path request, the MS forwards the request and updates the state according to the received CTI Server event. If it is neither a session request nor an Agent request, possibly a request that the MS is not currently supporting, then the request is ignored and an error event is generated and forwarded to the softphone.
The state update logic of the MS is also described herein from an event driven perspective since the request cannot change the state of the softphone, which is event driven. As shown in fig. 6, after the MS receives the event, it finds the corresponding agent, and if it is an agent event (ready, not ready, log on, log off), it updates the corresponding agent status and forwards it to the soft phone. The session event refers to all events related to the session, is returned to the soft phone by the background, and is a response to the request. An agent event is an event associated with an agent status that corresponds to an agent request.
If the event is a speech path event, whether the event is a calling event is further judged. If the call event is a call event (ringing or dialing event), increasing a speech path according to the corresponding call Id, and storing speech path information, wherein the speech path information comprises: session status, number, call type, call status (mainly used to label the differentiated transit conference), participant information, etc. If there is already one session on the basis of the call, 2 sessions are added, and the mode of consultation transfer and meeting is adopted, and then the soft phone is forwarded. If the call event is not a call event, such as abandon or hang-up, the corresponding session is deleted according to the corresponding call Id, the corresponding session information is cleared, and the softphone is forwarded. If it is other event (on, hold, retrieve, add participant, change participant, delete participant, etc.), change the information of call state, participant, call Id (generally consultation switch and meeting need) and so on according to the specific time.
Fig. 7 is a schematic diagram of main modules of a device implemented by a call center softphone according to an embodiment of the present invention, and as shown in fig. 7, the device 700 implemented by a call center softphone according to an embodiment of the present invention includes a receiving module 701, a determining module 702, and a processing module 703.
The receiving module 701 is configured to receive a softphone request.
The determining module 702 is configured to determine whether the softphone request has a current valid status according to the stored historical softphone status data. The judging module is also used for judging whether the corresponding speech channel data exists in the Redis database according to the soft telephone request and judging whether the soft telephone request is a login request. If the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state.
The processing module 703 is configured to send, when the determining module determines that the soft phone request has the current valid state, the session data corresponding to the current valid state to the soft phone. And when the determining module determines that the softphone request does not have the current valid state, the processing module 703 forwards the softphone request to the computer telecommunications integration and updates the stored historical softphone state data based on an event returned by the computer telecommunications integration. The processing module is also used for determining the type of the event returned by the computer telecommunication integration; the types include at least session events and agent type events. Under the condition that the event is a seat event, the processing module updates the corresponding seat state based on the event; and under the condition that the event is a speech path event, the processing module judges whether the event is a calling event. If yes, the processing module adds a new speech channel according to the event and stores speech channel data of the added speech channel, wherein the speech channel data at least comprises one of the following data: session status, number, call type, call status, party information. Otherwise, the processing module deletes the speech channel data corresponding to the event.
The embodiment of the invention adds a storage mechanism of the effective state of the soft phone, namely, the state of the soft phone, such as the seat state, the speech path state and the like, is stored in the database. After receiving the soft phone request, judging whether the soft phone state needs to be continued or not according to the stored historical state data. If the current effective state exists, the speech channel data is obtained according to the current effective state and is sent to the soft phone, and state continuation is achieved. Furthermore, under the abnormal condition, the real state and the speech channel information of the current soft phone can be recovered, the problem that the soft phone cannot be connected under the abnormal condition in the prior art is solved, the success rate of connection and the stability of the system are improved, and the user experience of the seat is improved.
Fig. 8 illustrates an exemplary system architecture 800 of a call center softphone implemented method or call center softphone implemented apparatus to which embodiments of the present invention may be applied.
As shown in fig. 8, the system architecture 800 may include terminal devices 801, 802, 803, a network 804 and a server 405. The network 404 serves as a medium for providing communication links between the terminal devices 401, 402, 403 and the server 405. Network 804 may include various types of connections, such as wire, wireless communication links, or fiber optic cables, to name a few.
A user may use the terminal devices 801, 802, 803 to interact with a server 805 over a network 804 to receive or send messages or the like. The terminal devices 801, 802, 803 may have installed thereon various communication client applications, such as shopping-like applications, web browser applications, search-like applications, instant messaging tools, mailbox clients, social platform software, etc. (by way of example only).
The terminal devices 801, 802, 803 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop portable computers, desktop computers, and the like.
The server 805 may be a server that provides various services, such as a back-office management server (for example only) that supports shopping-like websites browsed by users using the terminal devices 801, 802, 803. The background management server can analyze and process the received data such as the product information inquiry request and feed back the processing result to the terminal equipment.
It should be noted that the method implemented by the call center softphone provided by the embodiment of the present invention is generally executed by the server 805, and accordingly, the device implemented by the call center softphone is generally disposed in the server 805.
It should be understood that the number of terminal devices, networks, and servers in fig. 8 is merely illustrative. There may be any number of terminal devices, networks, and servers, as desired for implementation.
Referring now to FIG. 9, shown is a block diagram of a computer system 900 suitable for use with a terminal device implementing an embodiment of the present invention. The terminal device shown in fig. 9 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 9, the computer system 900 includes a Central Processing Unit (CPU)901 that can perform various appropriate actions and processes in accordance with a program stored in a Read Only Memory (ROM)902 or a program loaded from a storage section 908 into a Random Access Memory (RAM) 903. In the RAM 903, various programs and data necessary for the operation of the system 900 are also stored. The CPU 901, ROM 902, and RAM 903 are connected to each other via a bus 904. An input/output (I/O) interface 905 is also connected to bus 904.
The following components are connected to the I/O interface 905: an input portion 906 including a keyboard, a mouse, and the like; an output section 907 including components such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage portion 908 including a hard disk and the like; and a communication section 909 including a network interface card such as a LAN card, a modem, or the like. The communication section 909 performs communication processing via a network such as the internet. The drive 910 is also connected to the I/O interface 905 as necessary. A removable medium 911 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like is mounted on the drive 910 as necessary, so that a computer program read out therefrom is mounted into the storage section 908 as necessary.
In particular, according to the embodiments of the present disclosure, the processes described above with reference to the flowcharts may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for performing the method illustrated in the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 909, and/or installed from the removable medium 911. The above-described functions defined in the system of the present invention are executed when the computer program is executed by a Central Processing Unit (CPU) 901.
It should be noted that the computer readable medium shown in the present invention can be a computer readable signal medium or a computer readable storage medium or any combination of the two. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples of the computer readable storage medium may include, but are not limited to: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present invention, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device. In the present invention, however, a computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present invention. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions.
The modules described in the embodiments of the present invention may be implemented by software or hardware. The described modules may also be provided in a processor, which may be described as: a processor includes an acquisition receiving module, a judging module and a processing module. Where the names of these modules do not in some cases constitute a limitation of the module itself, for example, a receiving module may also be described as a "module that receives softphone requests".
As another aspect, the present invention also provides a computer-readable medium that may be contained in the apparatus described in the above embodiments; or may be separate and not incorporated into the device. The computer readable medium carries one or more programs which, when executed by a device, cause the device to comprise: receiving a soft phone request; judging whether the soft phone request has a current effective state according to the stored historical soft phone state data; if yes, sending the speech channel data corresponding to the current effective state to the soft phone; otherwise, the softphone request is forwarded to the computer telecommunications ensemble, and the stored historical softphone state data is updated based on events returned by the computer telecommunications ensemble.
The embodiment of the invention adds a storage mechanism of the effective state of the soft phone, namely, the state of the soft phone, such as the seat state, the speech path state and the like, is stored in the database. After receiving the soft phone request, judging whether the soft phone state needs to be continued or not according to the stored historical state data. If the current effective state exists, the speech channel data is obtained according to the current effective state and is sent to the soft phone, and state continuation is achieved. Furthermore, under the abnormal condition, the real state and the speech channel information of the current soft phone can be recovered, the problem that the soft phone cannot be connected under the abnormal condition in the prior art is solved, the success rate of connection and the stability of the system are improved, and the user experience of the seat is improved.
The above-described embodiments should not be construed as limiting the scope of the invention. Those skilled in the art will appreciate that various modifications, combinations, sub-combinations, and substitutions can occur, depending on design requirements and other factors. Any modification, equivalent replacement, and improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (10)
1. A method implemented by a call center softphone, comprising:
receiving a soft phone request;
judging whether the soft phone request has a current effective state according to the stored historical soft phone state data;
if yes, sending the speech channel data corresponding to the current effective state to the soft phone; otherwise, forwarding the softphone request to a computer telecommunications integration and updating the stored historical softphone state data based on events returned by the computer telecommunications integration.
2. The method of claim 1, wherein determining whether the softphone request has a current active state based on stored historical softphone state data comprises:
judging whether speech channel data corresponding to the software call request exists in a Redis database according to the software call request, and judging whether the software call request is a login request;
if the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state.
3. The method of claim 1, wherein the step of updating the stored historical softphone state data based on events returned by the computer telecommunications integration comprises:
determining the type of the event returned by the computer telecommunication integration; the types at least comprise speech channel events and seat events;
updating the corresponding seat state based on the event when the event is a seat event;
judging whether the event is a calling event or not under the condition that the event is a speech channel event;
if yes, adding a new speech channel according to the event, and storing speech channel data of the new speech channel, wherein the speech channel data at least comprises one of the following data: speech path state, number, call type, call state, and party information; otherwise, deleting the speech channel data corresponding to the event.
4. An apparatus implemented by a call center softphone, comprising:
the receiving module is used for receiving a soft phone request;
the judging module is used for judging whether the soft phone request has a current effective state according to the stored historical soft phone state data;
the processing module is used for sending the speech channel data corresponding to the current effective state to the soft phone; and forwarding the softphone request to a computer telecommunications integration and updating the stored historical softphone state data based on events returned by the computer telecommunications integration.
5. The apparatus according to claim 4, wherein the determining module is further configured to determine whether session data corresponding to the request exists in a Redis database according to the soft phone request, and determine whether the soft phone request is a login request;
if the corresponding speech channel data exists and the soft phone request is a login request, the soft phone request has a current effective state; otherwise, the softphone request does not have a current active state.
6. The apparatus of claim 4, wherein the processing module is further configured to determine a type of event returned by the computer telecommunication integration; the types at least comprise speech channel events and seat events;
updating the corresponding seat state based on the event when the event is a seat event;
judging whether the event is a calling event or not under the condition that the event is a speech channel event;
if yes, adding a new speech channel according to the event, and storing speech channel data of the new speech channel, wherein the speech channel data at least comprises one of the following data: speech path state, number, call type, call state, and party information; otherwise, deleting the speech channel data corresponding to the event.
7. A call center softphone implemented system, comprising: the apparatus, softphone, computer telecommunications integration and state storage database of any of claims 4-6.
8. The system of claim 7, wherein the state storage database is a Redis database.
9. An electronic device, comprising:
one or more processors;
a storage device for storing one or more programs,
when executed by the one or more processors, cause the one or more processors to implement the method of any one of claims 1-3.
10. A computer-readable medium, on which a computer program is stored, which, when being executed by a processor, carries out the method according to any one of claims 1-3.
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| CN201811187981.XA CN111050000A (en) | 2018-10-12 | 2018-10-12 | Method, device and system for realizing soft phone of call center |
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