CN111314565A - Voice packet capturing and distributing processing method and system, mobile terminal and storage medium - Google Patents
Voice packet capturing and distributing processing method and system, mobile terminal and storage medium Download PDFInfo
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- 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
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- 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
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Abstract
The invention is suitable for the technical field of voice recognition, and provides a method, a system, a mobile terminal and a storage medium for processing voice packet capturing and distributing, wherein the method comprises the following steps: carrying out port mirroring on a communication port on the top end switch, and carrying out mirroring packet capturing on voice data when the voice data is received on the top end switch; carrying out identification analysis on the voice data captured and packaged to obtain an agent identification; and inquiring the target mirror image server according to the agent identifier, and distributing the voice data to the target mirror image server for voice decoding. The invention can carry out mirror image packet capturing on the voice communication data flow of all customer service seats by the port mirror image based on the top end switch, and automatically realize the voice data distribution of the target mirror image server based on the seat identification by the design of carrying out identification analysis on the voice data captured by the packet capturing, so that only one standby machine is needed to carry out standby on the top end switch, and the use cost of the voice packet capturing is reduced.
Description
Technical Field
The invention belongs to the technical field of voice recognition, and particularly relates to a voice packet capturing and distributing processing method, a system, a mobile terminal and a storage medium.
Background
With the continuous development of AI intelligence and voiceprint recognition technology, voiceprint recognition is increasingly applied to various fields, such as manual workers in telecommunications, finance, insurance and the like, and is an important development direction in the AI field. Currently, most of the manual workers adopt a soft terminal telephone mode, and call to a client or answer the call of the client is carried out through the soft terminal telephone arranged on equipment such as a computer. And in the use process of the soft terminal telephone, the packet capturing process aiming at the voice data is particularly important.
The current voice packet capturing adopts a mode of piling up and capturing a network card of the switch, namely, the switch 1 captures 300 paths of fixed customer service seat voice, the switch 2 also captures 300 paths of fixed customer service seat voice, the switch 3 also captures 300 paths of fixed customer service seat voice, and then the voice packet capturing process needs a lot of standby machines, the standby machines are used for achieving a standby effect when the corresponding switch breaks down, and the voice packet capturing is higher in cost.
Disclosure of Invention
The technical problem to be solved by the embodiment of the invention is that the use cost is high because a great number of standby machines are needed in the voice packet capturing process.
The embodiment of the invention is realized in such a way that a voice packet capturing and distributing processing method comprises the following steps:
carrying out port mirroring on a communication port on a top end switch, and carrying out mirroring packet capturing on voice data when the voice data is received on the top end switch;
carrying out identification analysis on the captured voice data to obtain an agent identification, wherein the agent identification is a customer service agent number and/or a customer service agent port number;
and inquiring a target mirror image server according to the agent identifier, and distributing the voice data to the target mirror image server for voice decoding.
Further, the port mirroring the communication ports on the top switch comprises:
performing association configuration on the network card and/or the communication port of the top-end switch and a locally pre-stored mirror image port;
and generating a mirror image of the packet to be grabbed on the mirror image port.
Further, the step of querying the target mirror server according to the agent identifier includes:
matching the seat identifier with a local pre-stored identifier relation configuration table;
when the matching is judged to be successful, setting the matched mirror image server as the target mirror image server;
when the unmatching is judged to be successful, the running states of the local mirror image servers are sequentially acquired;
and when the operating state is judged to meet the idle condition, setting the corresponding mirror image server as the target mirror image server.
Further, the step of distributing the voice data to the target mirror server for voice decoding includes:
controlling the target mirror image server to acquire the data type of the voice data, and acquiring a task identification code and a task field stored in the voice data when the data type is an Sip type;
performing task registration according to the task identification code and the task field to obtain a voice task;
initializing the voice task, starting the task after the initialization is finished to obtain a pcm file, and converting the pcm file into a wav file;
when the data type is the Rtp type, acquiring the task identification code, the coding and decoding type and the Rtp data stream stored in the voice data;
and compiling a file according to the task identification code, the coding and decoding type and the Rtp data stream to obtain the pcm file, and converting the pcm file into the wav file.
Further, before the step of port mirroring the communication ports on the top switch, the method includes:
the method comprises the following steps of connecting a plurality of paths of customer service seats with a voice gateway in a communication manner, and connecting the voice gateway with a first-level switch in a communication manner;
and the primary switch and the local mirror image server are in communication connection with the top switch.
Furthermore, in the step of distributing the voice data to the target mirror server for voice decoding, the distribution mode is a load balancing distribution mode.
Another object of an embodiment of the present invention is to provide a system for distributing and processing a voice packet capture, where the system includes:
the system comprises a mirror image packet capturing module, a voice data processing module and a data processing module, wherein the mirror image packet capturing module is used for carrying out port mirror image on a communication port on a top end switch and carrying out mirror image packet capturing on the voice data when the voice data is received on the top end switch;
the identification analysis module is used for carrying out identification analysis on the captured voice data so as to obtain an agent identification, wherein the agent identification is a customer service agent number and/or a customer service agent port number;
and the data distribution module is used for inquiring a target mirror image server according to the agent identifier and distributing the voice data to the target mirror image server for voice decoding.
Further, the mirror image packet capturing module is further configured to:
performing association configuration on the network card and/or the communication port of the top-end switch and a locally pre-stored mirror image port;
and generating a mirror image of the packet to be grabbed on the mirror image port.
Another object of an embodiment of the present invention is to provide a mobile terminal, including a storage device and a processor, where the storage device is used to store a computer program, and the processor runs the computer program to make the mobile terminal execute the above-mentioned voice capture packet distribution processing method.
Another object of an embodiment of the present invention is to provide a storage medium, which stores a computer program used in the mobile terminal, wherein the computer program, when executed by a processor, implements the steps of the voice capture packet distribution processing method.
According to the embodiment of the invention, the voice call data flow of all customer service agents can be subjected to image packet capturing based on the port image of the top-end switch, and the voice data distribution of the target image server is automatically realized based on the agent identifier through the design of carrying out identifier analysis on the voice data captured by the packet capturing, so that only one standby machine is needed for standby of the top-end switch, and the use cost of the voice packet capturing is reduced.
Drawings
Fig. 1 is a flowchart of a voice packet capture and distribution processing method according to a first embodiment of the present invention;
fig. 2 is a flowchart of a voice packet capturing and distributing processing method according to a second embodiment of the present invention;
fig. 3 is a schematic structural diagram of a voice packet capturing and distributing processing system according to a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of a mobile terminal according to a fourth embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
In order to explain the technical means of the present invention, the following description will be given by way of specific examples.
Example one
Referring to fig. 1, it is a flowchart of a voice capture packet distribution processing method according to a first embodiment of the present invention, including the steps of:
step S10, connecting the multi-channel customer service seat with the voice gateway, connecting the voice gateway with the first-level switch, and connecting the first-level switch and the local mirror image server with the top switch;
3000 passenger service seats are connected to voice gateways through a network cable, if each voice gateway is connected with 30 passenger service seats, 100 voice gateways exist in total, 100 voice gateways are connected to a switch through a network cable, if each switch is connected with 20 voice gateways, 5 switches are needed in total, the 5 switches are set as primary switches, and then the 5 primary switches are connected to 1 top switch through a network cable, so that the top switch can effectively acquire voice call data streams in 3000 passenger service seats;
specifically, in the step, through the setting of the top-end switch, the configuration of a standby machine for each primary switch is not needed, so that the use cost is effectively reduced;
step S20, carrying out port mirror image on a communication port on a top end switch, and carrying out mirror image packet capturing on voice data when the voice data is received on the top end switch;
the communication port is a network card or a gateway and the like, and by designing a port mirror image for the top end switch, the mirror image packet capturing effect on all customer service seats can be effectively achieved, and the packet capturing efficiency of the voice packet capturing and distributing processing method is improved;
step S30, carrying out identification analysis on the voice data captured by the capturing so as to obtain an agent identification;
the agent identifier may be stored in a header or information identifier bit manner, that is, in this step, the agent identifier may be obtained by parsing the header of the voice data;
preferably, in this step, the agent identifier may be correspondingly obtained according to a locally pre-stored information identifier bit, where the agent identifier is a customer service agent number and/or a customer service agent port number, and the agent identifier bit is used to point to a corresponding customer service agent;
step S40, inquiring a target mirror image server according to the agent identifier, and distributing the voice data to the target mirror image server for voice decoding;
the system comprises a plurality of agents, a plurality of servers and an identity relationship configuration table, wherein the identity relationship configuration table between the agents and the corresponding servers is locally stored, and is used for facilitating subsequent distribution of the voice data, so that the efficiency of voice data distribution processing is effectively improved;
in the embodiment, the port mirror image based on the top-end switch is used for carrying out mirror image packet capturing on the voice call data flow of all customer service agents, the voice data are subjected to identification analysis design based on the agent identification, so that the voice data distribution of the target mirror image server is automatically realized based on the agent identification, only one standby machine is needed for standby application on the top-end switch, and the use cost of the voice packet capturing is reduced.
Example two
Referring to fig. 2, it is a flowchart of a voice capture packet distribution processing method according to a second embodiment of the present invention, including the steps of:
step S11, connecting the multi-channel customer service seat with the voice gateway in a communication way, and connecting the voice gateway with the primary switch in a communication way;
step S21, the primary switch and the local mirror image server are connected with the top switch in a communication way, and the network card and/or the communication port of the top switch are configured in a correlation way with the local pre-stored mirror image port;
preferably, in this embodiment, communication connection between the customer service seat and the voice gateway, between the voice gateway and the primary switch, and between the primary switch and the top switch can be performed in a wired or wireless manner, and port configuration tables between corresponding relations are stored locally, so that data transmission and tracking are facilitated effectively;
step S31, generating a mirror image of the packet to be captured on the mirror image port, and capturing the packet of the voice data by the mirror image when the voice data is received on the top end switch;
the communication port is a network card or a gateway and the like, and by designing a port mirror image for the top end switch, the mirror image packet capturing effect on all customer service seats can be effectively achieved, and the packet capturing efficiency of the voice packet capturing and distributing processing method is improved;
preferably, in this step, the mirroring for the packet to be grabbed may be controlled in a time or number manner, for example:
the mirror image of the packet to be captured can be controlled to continuously capture the voice data received by the top end switch in a first preset interval mode;
the mirror image of the packet to be captured can be controlled to capture the voice data in a preset time range, for example, 10 to 12 am, 4 to 6 pm and the like;
the mirror image of the packet to be captured can be controlled to continuously capture the packet of the voice data until the current packet capture number is equal to the threshold value of the packet capture number, the packet capture is stopped and a stop prompt is sent out to prompt a user to complete the preset packet capture task;
step S41, carrying out identification analysis on the voice data captured by the capturing so as to obtain an agent identification;
the agent identifier may be stored in a header or information identifier bit manner, that is, in this step, the agent identifier may be obtained by parsing the header of the voice data;
preferably, in this step, the agent identifier may be correspondingly obtained according to a locally pre-stored information identifier bit, where the agent identifier is a customer service agent number and/or a customer service agent port number, and the agent identifier bit is used to point to a corresponding customer service agent;
step S51, matching the agent identifier with a local pre-stored identifier relation configuration table;
the system comprises a plurality of agents, a plurality of servers and an identity relationship configuration table, wherein the identity relationship configuration table between the agents and the corresponding servers is locally stored, and is used for facilitating subsequent distribution of the voice data, so that the efficiency of voice data distribution processing is effectively improved;
in addition, in this embodiment, the identification relationship configuration table stores a port address of each target mirror image server, and the port address can effectively guarantee distribution and transmission of voice data, and preferably, the port address may be a gateway address, a local area network address, a bluetooth address, or the like;
step S61, when the matching is judged to be successful, the matched mirror image server is set as the target mirror image server;
step S71, when the unmatching is judged to be successful, the running states of the local mirror image servers are sequentially acquired, and when the running states are judged to meet the idle condition, the corresponding mirror image servers are set as the target mirror image servers;
the running state includes the number of loads, running time, idle memory, and the like, at least one judgment condition is stored in the idle condition, and the judgment parameters in the judgment condition can be set according to the requirements of the user, for example:
the judgment condition is used for judging whether the load quantity of the mirror image server is smaller than a load threshold value, if so, the running state is judged to meet the idle condition, and if not, the running state is judged not to meet the idle condition;
the judgment condition is used for judging whether the running time of the mirror image server is less than a time threshold value, if so, the running state is judged to meet the idle condition, and if not, the running state is judged not to meet the idle condition;
the judgment condition is used for judging whether the idle memory of the mirror image server is larger than a memory threshold value or not, if so, the operation state is judged to meet the idle condition, and if not, the operation state is judged not to meet the idle condition;
specifically, in this step, based on the acquisition of the operating state and the judgment of the idle condition, when the agent identifier and identifier relationship configuration table is not successfully matched in the data storage process, the distribution and processing of the acquired voice data are ensured, and the distribution processing efficiency of the voice data is improved;
step S81, the voice data is distributed to the target mirror image server for voice decoding;
in the step of distributing the voice data to the target mirror image server for voice decoding, the adopted distribution mode is a load balancing distribution mode;
specifically, the step of distributing the voice data to the target mirror server for voice decoding includes:
controlling the target mirror image server to acquire the data type of the voice data, and acquiring a task identification code and a task field stored in the voice data when the data type is an Sip type;
performing task registration according to the task identification code and the task field to obtain a voice task;
initializing the voice task, starting the task after the initialization is finished to obtain a pcm file, and converting the pcm file into a wav file;
when the data type is the Rtp type, acquiring the task identification code, the coding and decoding type and the Rtp data stream stored in the voice data;
writing a file according to the task identification code, the coding and decoding type and the Rtp data stream to obtain the pcm file, and converting the pcm file into the wav file;
in the embodiment, the voice call data flow of all customer service seats can be subjected to mirror image packet capture through port mirror images based on the top end switch, the voice data are subjected to identification analysis through packet capture, the voice data distribution of the target mirror image server is automatically realized based on the seat identification, only one standby machine is needed to reserve the top end switch, the use cost of the voice packet capture is reduced, load balance is realized in the embodiment, all mirror image servers can process the voice data flow in a balanced mode, in addition, the embodiment can realize multiple seats with the least mirror image servers, the voice packet capture is realized, a large amount of hardware cost is saved, and the stability of the system is improved.
EXAMPLE III
Referring to fig. 3, a schematic structural diagram of a voice packet capturing and distributing system 100 according to a third embodiment of the present invention is shown, including: a mirror image packet capturing module 10, an identification analyzing module 11 and a data distributing module 12, wherein:
and the mirror image packet capturing module 10 is used for carrying out port mirror image on a communication port on the top end switch, and carrying out mirror image packet capturing on the voice data when the voice data is received on the top end switch.
Wherein the mirror image packet capturing module 10 is further configured to: performing association configuration on the network card and/or the communication port of the top-end switch and a locally pre-stored mirror image port; and generating a mirror image of the packet to be grabbed on the mirror image port.
Further, the mirror image packet capturing module 10 is further configured to: the method comprises the following steps of connecting a plurality of paths of customer service seats with a voice gateway in a communication manner, and connecting the voice gateway with a first-level switch in a communication manner; and the primary switch and the local mirror image server are in communication connection with the top switch.
And the identifier analysis module 11 is configured to perform identifier analysis on the captured voice data to obtain an agent identifier, where the agent identifier is a customer service agent number and/or a customer service agent port number.
And the data distribution module 12 is configured to query a target mirror server according to the agent identifier, and distribute the voice data to the target mirror server for voice decoding, where in the step of distributing the voice data to the target mirror server for voice decoding, an adopted distribution mode is a load balancing distribution mode.
In this embodiment, the data distribution module 12 is further configured to: matching the seat identifier with a local pre-stored identifier relation configuration table; when the matching is judged to be successful, setting the matched mirror image server as the target mirror image server; when the unmatching is judged to be successful, the running states of the local mirror image servers are sequentially acquired; and when the operating state is judged to meet the idle condition, setting the corresponding mirror image server as the target mirror image server.
Preferably, the data distribution module 12 is further configured to: controlling the target mirror image server to acquire the data type of the voice data, and acquiring a task identification code and a task field stored in the voice data when the data type is an Sip type; performing task registration according to the task identification code and the task field to obtain a voice task; initializing the voice task, starting the task after the initialization is finished to obtain a pcm file, and converting the pcm file into a wav file; when the data type is the Rtp type, acquiring the task identification code, the coding and decoding type and the Rtp data stream stored in the voice data; and compiling a file according to the task identification code, the coding and decoding type and the Rtp data stream to obtain the pcm file, and converting the pcm file into the wav file.
In the embodiment, the port mirror image based on the top-end switch is used for carrying out mirror image packet capturing on the voice call data flow of all customer service agents, the voice data are subjected to identification analysis design based on the agent identification, so that the voice data distribution of the target mirror image server is automatically realized based on the agent identification, only one standby machine is needed for standby application on the top-end switch, and the use cost of the voice packet capturing is reduced.
Example four
Referring to fig. 4, a mobile terminal 101 according to a fourth embodiment of the present invention includes a storage device and a processor, where the storage device is used to store a computer program, and the processor runs the computer program to make the mobile terminal 101 execute the above-mentioned voice capture packet distribution processing method.
The present embodiment also provides a storage medium on which a computer program used in the above-mentioned mobile terminal 101 is stored, which when executed, includes the steps of:
carrying out port mirroring on a communication port on a top end switch, and carrying out mirroring packet capturing on voice data when the voice data is received on the top end switch;
carrying out identification analysis on the captured voice data to obtain an agent identification, wherein the agent identification is a customer service agent number and/or a customer service agent port number;
and inquiring a target mirror image server according to the agent identifier, and distributing the voice data to the target mirror image server for voice decoding. The storage medium, such as: ROM/RAM, magnetic disk, optical disk, etc.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-mentioned division of the functional units and modules is used as an example, in practical applications, the above-mentioned function distribution may be performed by different functional units or modules according to needs, that is, the internal structure of the storage device is divided into different functional units or modules to perform all or part of the above-mentioned functions. Each functional unit and module in the embodiments may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit, and the integrated unit may be implemented in a form of hardware, or may be implemented in a form of software functional unit. In addition, specific names of the functional units and modules are only for convenience of distinguishing from each other, and are not used for limiting the protection scope of the present application.
Those skilled in the art will appreciate that the constituent structure shown in fig. 3 does not constitute a limitation of the voice capture packet distribution processing system of the present invention, and may include more or less components than those shown, or combine some components, or a different arrangement of components, and that the voice capture packet distribution processing method in fig. 1-2 is also implemented using more or less components than those shown in fig. 3, or combine some components, or a different arrangement of components. The units, modules, etc. referred to herein are a series of computer programs that can be executed by a processor (not shown) in the target voice packet capturing, distributing and processing system and that can perform specific functions, and all of them can be stored in a storage device (not shown) of the target voice packet capturing, distributing and processing system.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents and improvements made within the spirit and principle of the present invention are intended to be included within the scope of the present invention.
Claims (10)
1. A voice packet capturing and distributing processing method is characterized by comprising the following steps:
carrying out port mirroring on a communication port on a top end switch, and carrying out mirroring packet capturing on voice data when the voice data is received on the top end switch;
carrying out identification analysis on the captured voice data to obtain an agent identification, wherein the agent identification is a customer service agent number and/or a customer service agent port number;
and inquiring a target mirror image server according to the agent identifier, and distributing the voice data to the target mirror image server for voice decoding.
2. The voice packet capturing and distribution processing method according to claim 1, wherein the port mirroring of the communication port on the head end switch comprises:
performing association configuration on the network card and/or the communication port of the top-end switch and a locally pre-stored mirror image port;
and generating a mirror image of the packet to be grabbed on the mirror image port.
3. The voice capture packet distribution processing method according to claim 1, wherein the step of querying a target mirror server according to the agent identifier comprises:
matching the seat identifier with a local pre-stored identifier relation configuration table;
when the matching is judged to be successful, setting the matched mirror image server as the target mirror image server;
when the unmatching is judged to be successful, the running states of the local mirror image servers are sequentially acquired;
and when the operating state is judged to meet the idle condition, setting the corresponding mirror image server as the target mirror image server.
4. The voice packet capture and distribution processing method according to claim 1, wherein the step of distributing the voice data to the target mirror server for voice decoding comprises:
controlling the target mirror image server to acquire the data type of the voice data, and acquiring a task identification code and a task field stored in the voice data when the data type is an Sip type;
performing task registration according to the task identification code and the task field to obtain a voice task;
initializing the voice task, starting the task after the initialization is finished to obtain a pcm file, and converting the pcm file into a wav file;
when the data type is the Rtp type, acquiring the task identification code, the coding and decoding type and the Rtp data stream stored in the voice data;
and compiling a file according to the task identification code, the coding and decoding type and the Rtp data stream to obtain the pcm file, and converting the pcm file into the wav file.
5. The voice packet capture distribution processing method according to claim 1, wherein before the step of port mirroring the communication port on the head-end switch, the method comprises:
the method comprises the following steps of connecting a plurality of paths of customer service seats with a voice gateway in a communication manner, and connecting the voice gateway with a first-level switch in a communication manner;
and the primary switch and the local mirror image server are in communication connection with the top switch.
6. The method according to claim 1, wherein in the step of distributing the voice data to the target image server for voice decoding, the distribution mode is a load balancing distribution mode.
7. A voice packet capture distribution processing system, the system comprising:
the system comprises a mirror image packet capturing module, a voice data processing module and a data processing module, wherein the mirror image packet capturing module is used for carrying out port mirror image on a communication port on a top end switch and carrying out mirror image packet capturing on the voice data when the voice data is received on the top end switch;
the identification analysis module is used for carrying out identification analysis on the captured voice data so as to obtain an agent identification, wherein the agent identification is a customer service agent number and/or a customer service agent port number;
and the data distribution module is used for inquiring a target mirror image server according to the agent identifier and distributing the voice data to the target mirror image server for voice decoding.
8. The voice packet capture distribution processing system of claim 7 wherein the mirror packet capture module is further configured to:
performing association configuration on the network card and/or the communication port of the top-end switch and a locally pre-stored mirror image port;
and generating a mirror image of the packet to be grabbed on the mirror image port.
9. A mobile terminal characterized by comprising a storage device for storing a computer program and a processor that runs the computer program to cause the mobile terminal to execute the voice capture package distribution processing method according to any one of claims 1 to 6.
10. A storage medium characterized by storing a computer program for use in the mobile terminal of claim 9, the computer program, when executed by a processor, implementing the steps of the voice capture packet distribution processing method of any one of claims 1 to 6.
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