CN112199597A - Call center platform communication adaptation layer and method - Google Patents
Call center platform communication adaptation layer and method Download PDFInfo
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- CN112199597A CN112199597A CN202011136950.9A CN202011136950A CN112199597A CN 112199597 A CN112199597 A CN 112199597A CN 202011136950 A CN202011136950 A CN 202011136950A CN 112199597 A CN112199597 A CN 112199597A
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- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
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Abstract
The invention relates to a call center platform communication adaptation layer and a method, comprising a call center bottom layer service platform, a WebSocket server and a WebSocket client on a browser; after the WebSocket server side is successfully connected with a browser client, a data packet sent by a WebSocket client on the browser is received, the data packet is analyzed and translated into the data packet according to a specified protocol, and the data packet is forwarded to a call center bottom service platform, so that the communication with CTI is realized, and the functions related to seat management and media information interaction are completed; and the call center bottom layer service platform receives and analyzes the data packet, performs interactive operation, pushes a returned operation result to the communication layer, and forwards the operation result to the WebSocket client on the browser, and the WebSocket client on the browser receives the analyzed data and performs corresponding business processing. The invention breaks the restriction of the ActiveX control on the browser, can ensure that some important operations of the bottom layer communication of the call center are not interrupted due to the jamming or refreshing of the browser, and ensures the continuation of the important operations.
Description
Technical Field
The invention relates to the technical field of call center platform design, in particular to a call center platform communication adaptation layer and a method.
Background
Most of the functions related to call center agent management and media information interaction are packaged into AcitveX controls or DLL files for calling, state control of agents such as sign-in, sign-out, busy display and idle display is provided through the AcitveX controls or DLL files, and information interaction of voice, characters, video and the like between agents and customers or between agents and agents is provided. The ActiveX control is only adapted to an IE browser at present, after the control is successfully registered, ActiveX related options are started through security setting of the IE browser, a browser client notifies the loading control, a control calling method and a control capturing event are carried out, and related service control and processing are carried out.
Except for Microsoft IE, the other browsers are basically incompatible with ActiveX, Microsoft New Generation browser Edge does not support ActiveX technology on IE any more, and other browsers also need to install a plug-in to support ActiveX even if ActiveX is called, and call ActiveX control through the plug-in.
The following problems can exist with the methods of the prior art:
1. in a mainstream browser, an agent ActiveX control only supports loading and calling of an IE browser, and a program developer uses other browsers to be limited and not supported.
2. The program developer uses the browser to directly interface the agent ActiveX control and needs to debug various possible problems, such as: how each browser loads an ActiveX control, how a method is called, and how an event is monitored; the necessary attributes of the ActiveX control need to be set one by one, the method needs to be called one by one, and the butt joint development cannot be carried out quickly and efficiently.
3. The client browser performs service processing and is also responsible for interaction with the agent ActiveX, interaction with an ActiveX control can be influenced if a foreground page is jammed or refreshed, and if layering can be performed, service processing of the foreground page is separated from bottom communication of a rear-end call center, so that stability of bottom communication of the call center can be guaranteed, important operations of the bottom communication of some call centers cannot be interrupted due to jamming or refreshing of the browser, and continuation of the important operations is guaranteed.
Disclosure of Invention
In view of this, the present invention provides a call center platform communication adaptation layer and a method thereof, which abandon the restriction of an ActiveX control on a browser, and can ensure that some important operations of the call center bottom layer communication are not interrupted due to the jamming or refreshing of the browser, thereby ensuring the continuation of the important operations.
The invention is realized by adopting the following scheme: a call center platform communication adaptation layer comprises a call center bottom layer service platform, a WebSocket server and a WebSocket client on a browser;
after the WebSocket server side is successfully connected with a browser client, a data packet sent by a WebSocket client on the browser is received, the data packet is analyzed and translated into the data packet according to a specified protocol, and the data packet is forwarded to a call center bottom service platform, so that the communication with CTI is realized, and the functions related to seat management and media information interaction are completed; and the call center bottom layer service platform receives and analyzes the data packet, performs interactive operation, returns an operation result, pushes the Websocket server and forwards the operation result to the Websocket client on the browser, and the Websocket client on the browser receives and analyzes the data and performs corresponding service processing.
The invention also provides an operation method based on the communication adaptation layer of the call center platform, which specifically comprises the following steps:
establishing connection between a WebSocket client on a browser and a WebSocket server;
after the WebSocket client on the browser is successfully connected, sending a data packet to a WebSocket server, receiving the data packet by the WebSocket server, analyzing the data, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
the call center bottom layer service platform receives the data packet, makes an operation response, returns an operation result to the WebSocket server, the WebSocket server pushes the operation result data packet to a WebSocket client on the browser, and the WebSocket client on the browser receives corresponding data to perform related business operation;
after the interaction is finished, the WebSocket client side on the browser closes connection with the WebSocket server side, the WebSocket server side sends a sign-out data packet to the call center bottom layer service platform, the call center bottom layer service platform initiates a sign-out operation, a sign-out result is returned to the WebSocket server side, and if the call center bottom layer service platform signs out successfully, the WebSocket client side on the browser is disconnected.
Further, if the connection between the WebSocket client and the WebSocket server on the browser fails, re-attempt reconnection is re-attempted after a delay is set, and if the connection is successful, a message from the server is monitored.
Furthermore, after the WebSocket client on the browser is successfully connected with the WebSocket server, heartbeat detection is added, a heartbeat data packet is sent to the WebSocket server at regular time, if the connection is disconnected, reconnection operation with the WebSocket server is initiated at regular time, and the connection with the WebSocket server is kept.
Further, if the WebSocket client on the browser is refreshed or jammed, the WebSocket server cannot receive the heartbeat detection packet for a long time, and if important communication operation exists at the moment, the WebSocket server normally keeps communication with a call center bottom service platform, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
The invention also provides a WebSocket server, which performs the following operations:
establishing heartbeat connection with a WebSocket client;
receiving a data packet from a WebSocket client, analyzing the data packet, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
receiving an operation result returned by a bottom service platform of the call center, and pushing an operation result data packet to the WebSocket client;
if the heartbeat detection report from the WebSocket client cannot be received for a long time, if important communication operation exists at the moment, the WebSocket server normally keeps communication with a bottom service platform of a call center, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
The invention also provides a WebSocket client which is installed on the browser and performs the following operations:
establishing heartbeat connection with a WebSocket server;
sending a data packet to a WebSocket server;
and receiving an operation result data packet which is pushed by the WebSocket server and returned by the call center bottom layer service platform, and performing related business operation.
The invention also provides a bottom service platform of the call center, which comprises the following operations:
receiving a request data packet sent by the WebSocket server, making operation correspondence, and returning an operation result to the WebSocket server;
and receiving a sign-in request or a sign-out request sent by the WebSocket server, initiating a sign-in or sign-out operation, and returning a sign-in or sign-out result to the WebSocket server.
Compared with the prior art, the invention has the following beneficial effects:
1. the invention avoids the limitation of the ActiveX control on the browser, so that a program developer can adapt to real-time communication between different browsers and the bottom equipment of the call center, the complicated development process of calling the ActiveX control by the browser is solved, and the rapid and efficient development is realized.
2. The business processing of the browser at the client side and the bottom layer communication of the call center are layered, and the business processing of the foreground page is separated from the bottom layer communication of the back-end call center through layering, so that the stability of the bottom layer communication of the call center can be ensured, important operations of the bottom layer communication of some call centers cannot be interrupted due to the fact that the browser is blocked or refreshed, the continuation of the important operations is ensured, the complexity of real-time communication development of the browser and the bottom layer of the call center is solved, and the seat management and media information interaction function calling of the browser and the call center is enabled to be simpler, more convenient and faster.
Drawings
Fig. 1 is a schematic diagram of an ActiveX communication mode.
Fig. 2 is a schematic diagram of a communication mode using an agent soft terminal in the embodiment of the present invention.
Detailed Description
The invention is further explained below with reference to the drawings and the embodiments.
It should be noted that the following detailed description is exemplary and is intended to provide further explanation of the disclosure. Unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this application belongs.
It is noted that the terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of example embodiments according to the present application. As used herein, the singular forms "a", "an" and "the" are intended to include the plural forms as well, and it should be understood that when the terms "comprises" and/or "comprising" are used in this specification, they specify the presence of stated features, steps, operations, devices, components, and/or combinations thereof, unless the context clearly indicates otherwise.
As shown in fig. 2, the embodiment provides a call center platform communication adaptation layer, which includes a call center underlying service platform, a WebSocket server, and a WebSocket client on a browser;
after the WebSocket server side is successfully connected with a browser client, a data packet sent by a WebSocket client on the browser is received, the data packet is analyzed and translated into the data packet according to a specified protocol, and the data packet is forwarded to a call center bottom service platform, so that the communication with CTI is realized, and the functions related to seat management and media information interaction are completed; and the call center bottom layer service platform receives and analyzes the data packet, carries out interactive operation, and pushes a returned operation result to a Websocket server (seat soft terminal) and forwards the operation result to a Websocket client on the browser, and the Websocket client on the browser receives and analyzes the data and carries out corresponding service processing.
Preferably, the present embodiment provides a new call center platform communication layer executable file, such as ccagent. The EXE file is operated to be a WebSocket seat service end, and the function of the WebSocket seat service end is to receive a data packet sent by a browser after the WebSocket seat service end is successfully connected with a browser client, analyze the data packet, translate the data packet into the data packet according to a specified protocol and forward the data packet to a call center bottom layer service platform, so that the communication with the CTI is realized, and the functions of seat management and media information interaction are realized.
The embodiment also provides an operation method based on the above-mentioned call center platform communication adaptation layer, which specifically includes the following steps:
establishing connection between a WebSocket client on a browser and a WebSocket server;
after the WebSocket client on the browser is successfully connected, sending a data packet to a WebSocket server, receiving the data packet by the WebSocket server, analyzing the data, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
the call center bottom layer service platform receives the data packet, makes an operation response, returns an operation result to the WebSocket server, the WebSocket server pushes the operation result data packet to a WebSocket client on the browser, and the WebSocket client on the browser receives corresponding data to perform related business operation;
after the interaction is finished, the WebSocket client side on the browser closes connection with the WebSocket server side, the WebSocket server side sends a sign-out data packet to the call center bottom layer service platform, the call center bottom layer service platform initiates a sign-out operation, a sign-out result is sent to the WebSocket server side, and if the call center bottom layer service platform signs out successfully, the WebSocket client side on the browser is disconnected.
In this embodiment, if the connection between the WebSocket client and the WebSocket server on the browser fails, a delay is set and reconnection is retried, and if the connection is successful, a message from the server is monitored.
In this embodiment, after the WebSocket client on the browser is successfully connected with the WebSocket server, heartbeat detection is added, a heartbeat data packet is sent to the WebSocket server at regular time, and if the connection is disconnected, reconnection operation with the WebSocket server is initiated at regular time, so that connection with the WebSocket server is maintained.
In this embodiment, if the WebSocket client on the browser is refreshed or jammed, the WebSocket server does not receive the heartbeat detection packet for a long time, and if there is an important communication operation at this time, the WebSocket server normally maintains communication with the call center bottom service platform, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
The embodiment also provides a WebSocket server, which performs operations including:
establishing heartbeat connection with a WebSocket client;
receiving a data packet from a WebSocket client, analyzing the data packet, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
receiving an operation result returned by a bottom service platform of the call center, and pushing an operation result data packet to the WebSocket client;
if the heartbeat detection report from the WebSocket client cannot be received for a long time, if important communication operation exists at the moment, the WebSocket server normally keeps communication with a bottom service platform of a call center, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
The embodiment also provides a WebSocket client, where the WebSocket client is installed on a browser, and the operations performed by the WebSocket client include:
establishing heartbeat connection with a WebSocket server;
sending a data packet to a WebSocket server;
and receiving an operation result data packet which is pushed by the WebSocket server and returned by the call center bottom layer service platform, and performing related business operation.
The embodiment also provides a call center bottom layer service platform, which performs operations including:
receiving a request data packet sent by the WebSocket server, making operation correspondence, and returning an operation result to the WebSocket server;
and receiving a sign-in request or a sign-out request sent by the WebSocket server, initiating a sign-in or sign-out operation, and returning a sign-in or sign-out result to the WebSocket server.
Particularly, in this embodiment, taking ActiveX communication and direct use of an agent soft terminal as an example, a process of interaction among a browser client, an agent server, and a call center platform bottom device is shown in fig. 1, and a process of communication mode using the agent soft terminal (WebSocket server) is shown in fig. 2, obviously, the method of this embodiment can eliminate dependence on an agent ActiveX control in the prior art, can be adapted to various browsers, and realizes real-time transceiving interaction between the client browser and a call center bottom layer data through an agent soft terminal middle layer, so that development of real-time communication between the browser and the call center bottom layer becomes faster and more efficient, and meanwhile, layering of client browser service processing and call center bottom layer communication is realized, thereby ensuring stability of back-end call center bottom layer communication and ensuring continuation of important operations.
The foregoing is directed to preferred embodiments of the present invention, other and further embodiments of the invention may be devised without departing from the basic scope thereof, and the scope thereof is determined by the claims that follow. However, any simple modification, equivalent change and modification of the above embodiments according to the technical essence of the present invention are within the protection scope of the technical solution of the present invention.
Claims (8)
1. A call center platform communication adaptation layer is characterized by comprising a call center bottom layer service platform, a WebSocket server and a WebSocket client on a browser;
after the WebSocket server side is successfully connected with a browser client, a data packet sent by a WebSocket client on the browser is received, the data packet is analyzed and translated into the data packet according to a specified protocol, and the data packet is forwarded to a call center bottom service platform, so that the communication with CTI is realized, and the functions related to seat management and media information interaction are completed; and the call center bottom layer service platform receives and analyzes the data packet, performs interactive operation, pushes a returned operation result to the Websocket server, and forwards the operation result to the Websocket client on the browser, and the Websocket client on the browser receives and analyzes the data and performs corresponding service processing.
2. A method of operating a call center platform communication adaptation layer according to claim 1, comprising the steps of:
establishing connection between a WebSocket client on a browser and a WebSocket server;
after the WebSocket client on the browser is successfully connected, sending a data packet to a WebSocket server, receiving the data packet by the WebSocket server, analyzing the data, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
the call center bottom layer service platform receives the data packet, makes an operation response, returns an operation result to the WebSocket server, the WebSocket server pushes the operation result data packet to a WebSocket client on the browser, and the WebSocket client on the browser receives corresponding data to perform related business operation;
after the interaction is finished, the WebSocket client side on the browser closes connection with the WebSocket server side, the WebSocket server side sends a sign-out data packet to the call center bottom layer service platform, the call center bottom layer service platform initiates a sign-out operation, a sign-out result is returned to the WebSocket server side, and if the call center bottom layer service platform signs out successfully, the WebSocket client side on the browser is disconnected.
3. The method of claim 2, wherein if the connection between the WebSocket client on the browser and the WebSocket server fails, a delay is set and reconnection is retried, and if the connection is successful, a message from the server is monitored.
4. The operating method of the call center platform communication adaptation layer as claimed in claim 2, wherein after the WebSocket client on the browser is successfully connected with the WebSocket server, heartbeat detection is added, a heartbeat data packet is sent to the WebSocket server at regular time, if the disconnection is found, reconnection operation with the WebSocket server is initiated at regular time, and the connection with the WebSocket server is maintained.
5. The operating method of the call center platform communication adaptation layer according to claim 2, wherein if the WebSocket client on the browser is refreshed or jammed, the WebSocket server does not receive the heartbeat detection packet for a long time, at this time, if there is an important communication operation, the WebSocket server normally maintains communication with the call center bottom layer service platform, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
6. A WebSocket server, characterized in that it performs operations comprising:
establishing heartbeat connection with a WebSocket client;
receiving a data packet from a WebSocket client, analyzing the data packet, and sending a request data packet to a call center bottom layer service platform according to a specified protocol;
receiving an operation result returned by a bottom service platform of the call center, and pushing an operation result data packet to the WebSocket client;
if the heartbeat detection report from the WebSocket client cannot be received for a long time, if important communication operation exists at the moment, the WebSocket server normally keeps communication with a bottom service platform of a call center, and after the important communication operation is processed, the connection with the WebSocket client on the browser is closed; and if the important operation which cannot be interrupted does not exist, actively closing the connection with the WebSocket client on the browser, waiting for the WebSocket client on the browser to initiate the connection again, and carrying out equipment communication.
7. A WebSocket client is installed on a browser and performs operations including:
establishing heartbeat connection with a WebSocket server;
sending a data packet to a WebSocket server;
and receiving an operation result data packet which is pushed by the WebSocket server and returned by the call center bottom layer service platform, and performing related business operation.
8. A call center underlying service platform, operable to:
receiving a request data packet sent by the WebSocket server, making operation correspondence, and returning an operation result to the WebSocket server;
and receiving a sign-in request or a sign-out request sent by the WebSocket server, initiating a sign-in or sign-out operation, and returning a sign-in or sign-out result to the WebSocket server.
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Application publication date: 20210108 |