CN112887650B - Audio and video distribution method and system for video call center - Google Patents
Audio and video distribution method and system for video call center Download PDFInfo
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- CN112887650B CN112887650B CN202110100219.9A CN202110100219A CN112887650B CN 112887650 B CN112887650 B CN 112887650B CN 202110100219 A CN202110100219 A CN 202110100219A CN 112887650 B CN112887650 B CN 112887650B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
- H04N7/00—Television systems
- H04N7/14—Systems for two-way working
- H04N7/141—Systems for two-way working between two video terminals, e.g. videophone
- H04N7/147—Communication arrangements, e.g. identifying the communication as a video-communication, intermediate storage of the signals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1101—Session protocols
- H04L65/1104—Session initiation protocol [SIP]
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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
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Abstract
The invention discloses an audio and video distribution method and system for a video call center, and relates to the technical field of communication. It comprises the following steps: s1, the operator or the internet terminal initiates a video call containing audio stream and video stream to the audio and video shunting module; s2, the audio and video shunting module shunts the audio and video in the video call and initiates a voice call to a voice call center; s3, establishing a voice call between the voice call center and the voice seat, and establishing an audio stream in the video call between the seat and the user; and S4, the voice seat establishes a new pure video call to the audio and video shunting module, and the video stream in the video call is established between the seat and the user. The invention solves the problem of direct replacement of the upgrading video call center of the existing audio call center by a mode of shunting the audio and the video in the video call. Video calls in this context refer to calls that contain both video and audio streams, voice calls refer to calls that contain only audio streams, and video-only calls refer to calls that contain only video streams.
Description
Technical Field
The invention relates to the technical field of communication, in particular to an audio and video distribution method and system for a video call center.
Background
The video call center is a new call center technology developed along with 4G/5G and internet technology, and is mainly characterized in that video communication can be carried out between a user and a seat, and functions of desktop sharing, video playing, face recognition and the like can be realized. The interactivity between the seat and the customer can be greatly enhanced, and the customer experience is improved.
The voice call center generally accesses the operator network by means of SIP protocol or signaling No. 7 (including PRI signaling, ISUP signaling, BICC signaling, signaling No. 1, etc.). The access method is shown in fig. 1.
Video call centers typically access operators' 4G VoLTE or 5G subscribers via SIP protocols. If the user is an internet user, the user is generally accessed directly through an SIP protocol, or the user protocol at the internet side is accessed to a video call center after being converted into the SIP protocol through an internet gateway. The access method is shown in fig. 2.
The video call center supports video call access and can be compatible with traditional voice call access through an SIP protocol.
Further, the prior art case is as follows:
if enterprise users want to support video calls on the basis of keeping the original voice call center, the current solutions have two types:
first, as shown in fig. 3, a video call center is typically created, and two call centers are interconnected through SIP protocol. The video call center is responsible for accessing an operator and the Internet, judges whether the call is a video call or a voice call by the video call center, if the call is the voice call, the call is routed to the original voice call center and is handed to the original voice seat for processing, and the video seat of the video call center only processes the video call. The reason for such networking is that the audio call center and the video call center are provided by different manufacturers, and the call centers of the two manufacturers can only communicate with each other through a standard protocol (such as SIP) and cannot be fused at the level of a call center system.
The second scheme, as shown in fig. 4, is to forward a call distribution module between the video call center and the audio call center to the operator, and to transfer the call to different call centers according to the difference between voice and video. But the solution and the solution one have no essential difference from the technical point of view.
Although the existing scheme can support the upgrade from audio to video, the video seat and the audio seat are inevitably arranged independently, the utilization rate of human resources of the seats is low, and the original service system needs to be connected with two call centers simultaneously, so that the problem of high connection difficulty also exists.
Therefore, a new technical solution is needed to solve the problems in the prior art.
Disclosure of Invention
In view of the foregoing problems in the prior art, an object of the present invention is to provide an audio and video distribution method and system for a video call center, which solve the problem of direct replacement of an upgraded video call center in the current audio call center by distributing audio and video (i.e., sound and image) in a video call. On the basis of keeping the original voice call center, the upgrading from the voice call center to the video call center can be realized only by carrying out integrated development of video support on the seat end. The existing investment of enterprise customers can be protected, and the enterprise customers can be smoothly upgraded to the video call center at the minimum cost. In the technical scheme of the invention, the sip protocol is used as a signaling protocol for session establishment. In actual use, other protocols or proprietary protocols may be used to establish the session. But the core idea is that audio and video streams are separated and established respectively.
In order to solve the technical problems, the specific technical scheme of the invention is as follows:
an audio and video shunting method for a video call center comprises the following steps:
s1, the operator or the internet terminal initiates a video call containing audio stream and video stream to the audio and video shunting module;
s2, the audio and video shunting module shunts the audio and video in the video call and initiates a voice call to a voice call center;
s3, establishing a voice call between the voice call center and the voice seat, and establishing an audio stream in the video call between the seat and the user;
and S4, the voice seat establishes a new pure video call to the audio and video shunting module, and the video stream in the video call is established between the seat and the user.
In the above-mentioned audio/video shunting method for a video call center,
an audio and video distribution system of a video call center comprises an operator or an Internet terminal, an audio and video distribution module, a voice call center and a seat;
audio stream and video stream are established between the operator or the internet end and the audio and video shunting module;
audio stream is established between the audio and video shunting module and the voice call center;
audio frequency flow is established between the voice call center and the seat;
and a video stream is established between the audio and video shunting module and the seat.
In another embodiment, the audio/video distribution system of the video call center establishes a video call between the operator or the internet terminal and the audio/video distribution module through an SIP protocol.
In another embodiment, the audio/video distribution system of the video call center establishes a voice call with the voice call center through an SIP protocol.
In another embodiment, the audio/video distribution system of the video call center is configured such that the audio/video distribution module and the agent establish a pure video call via an SIP protocol.
In another embodiment, the audio/video distribution system of the video call center, wherein the audio/video distribution module is configured to distribute audio/video of a video call and divide the video call into a voice call and a pure video call; the audio and video shunting module is also used for carrying out audio recording and video recording and IVVR interaction on the video call.
By adopting the technical scheme, the audio and video distribution method and the system for the video call center have the following beneficial effects that:
the invention solves the problem of direct replacement of the upgrading video call center of the existing audio call center by a mode of shunting the audio and the video (namely sound and image) in the video call. On the basis of keeping the original voice call center, the upgrading from the voice call center to the video call center can be realized only by carrying out integrated development of video support on the seat end. The existing investment of enterprise customers can be protected, and the enterprise customers can be smoothly upgraded to the video call center at the minimum cost.
Drawings
In order to more clearly illustrate the technical solution of the present invention, the drawings used in the embodiment or the description of the prior art will be briefly described below. It is obvious that the drawings in the following description are only some embodiments of the invention, and that for a person skilled in the art, other drawings can be derived from them without inventive effort.
FIG. 1 illustrates an access method of a voice call center according to the background art of the present invention;
FIG. 2 illustrates an access method of a video call center according to the background art of the present invention;
FIG. 3 is a flow chart of a first embodiment of the present invention;
FIG. 4 is a flowchart of a second embodiment of the present invention;
FIG. 5 is a schematic block diagram of a video call in the present invention;
fig. 6 is a schematic flow chart of an audio and video distribution method of a video call center according to the present invention;
FIG. 7 is a flow chart of call and response setup embodying the present invention;
fig. 8 is a flowchart of an audio/video distribution method in a video call center according to the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be obtained by a person skilled in the art without any inventive step based on the embodiments of the present invention, are within the scope of the present invention.
It should be noted that the terms "first," "second," and the like in the description and claims of the present invention and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It is to be understood that the data so used is interchangeable under appropriate circumstances such that the embodiments of the invention described herein are capable of operation in sequences other than those illustrated or described herein. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, apparatus, article, or device that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or device.
Example 1
With the popularization and application of 4G/5G and the popularization of Internet videos, a video call center which provides richer application, more intuitive communication and more friendly experience for users gradually enters the field of call centers. However, there are still a lot of enterprise users using a call center only supporting voice, and if video access is to be implemented, there are two solutions based on the existing technology: 1. the video access is directly added in the existing system, a large amount of reconstruction and adaptation are needed to be carried out on the original equipment, the construction period is long, the cost is high, and therefore, a lot of difficulties are brought to enterprises. 2. The method is characterized in that a set of video access system is additionally arranged, the voice customer service system and the video customer service system are physically separated, the seats respectively perform each service, and the two systems are completely independent; although the two solutions solve the problem of video access, the cost is high, good benefits cannot be brought to enterprises, and good experience cannot be brought to users.
As shown in fig. 5, 7 and 8, the audio and video shunting method for a video call center in this embodiment includes the following steps:
and S1, the operator or the Internet terminal initiates a video call and establishes a video call.
And S2, the audio and video shunting module shunts the audio and video in the video call and initiates a voice call to the voice call center.
A voice call is established between the voice call center and the voice agent and an audio stream in a video call is established between the agent and the user S3.
And S4, the voice seat establishes a new pure video call to the audio and video shunting module, and the video stream in the video call is established between the seat and the user.
As shown in fig. 6, by utilizing the characteristic that audio and video can be separated in a video call, an audio and video distribution module is used to separate an audio stream and a video stream in the video call accessed by a call center, the audio stream is accessed to a conventional voice call center, and after the establishment of an agent voice stream is completed, the video stream is established after additional negotiation by a service system at an agent side. After the session is established, the voice stream or the video stream is equal to the established voice stream or video stream.
The audio and video distribution system of the video call center comprises an operator or an Internet terminal, an audio and video distribution module, a voice call center and a seat;
audio stream and video stream are established between the operator or the internet end and the audio and video shunting module; audio stream is established between the audio and video shunting module and the voice call center; audio frequency flow is established between the voice call center and the seat; and a video stream is established between the audio and video shunting module and the seat.
In another embodiment, in the audio/video distribution system of the video call center, the operator or the internet terminal and the audio/video distribution module establish a video call through an SIP protocol.
In another embodiment, in the audio/video distribution system of the video call center, the audio/video distribution module and the voice call center establish a voice call through an SIP protocol.
In another embodiment, in the audio/video distribution system of the video call center, a pure video call is established between the audio/video distribution module and the agent through an SIP protocol.
In another embodiment, in the audio/video distribution system of the video call center, the audio/video distribution module is configured to distribute audio/video of a video call, and divide the video call into a voice call and a pure video call; the audio and video distribution module is also used for carrying out audio and video recording and IVVR interaction on the video call.
By adopting the technical scheme, the audio and video distribution method and the system for the video call center have the following beneficial effects that:
the invention solves the problem of direct replacement of the upgrading video call center of the existing audio call center by a mode of shunting audio and video (namely sound and images) in the video call. On the basis of keeping the original voice call center, the upgrading from the voice call center to the video call center can be realized only by carrying out integrated development of video support on the seat end. The existing investment of enterprise customers can be protected, and the enterprise customers can be smoothly upgraded to the video call center at the minimum cost.
The present invention has several important points for the specific improvements of the prior art:
(1) introducing an audio and video shunting module, separating audio stream and video stream in operator or internet video call, butting with an original voice call center in a voice call mode, establishing an audio call, and independently and directly establishing pure video stream between a seat and the audio and video shunting module;
(2) through the mode of independently establishing audio stream and video stream, the traditional voice call center can be smoothly upgraded and supports the video capability;
(3) the audio and video shunting module has the functions of audio recording and video recording besides the capability of separating audio stream and video stream.
While the invention has been described with reference to specific embodiments, it will be appreciated by those skilled in the art that the invention is not limited to the details of the foregoing illustrative embodiments, and that the invention can be embodied in other specific forms without departing from the spirit or essential attributes thereof. The present embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the invention being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. Any reference sign in a claim should not be construed as limiting the claim concerned.
Furthermore, it should be understood that although the present description refers to embodiments, not every embodiment may contain only a single embodiment, and such description is for clarity only, and those skilled in the art should integrate the description, and the embodiments may be combined as appropriate to form other embodiments understood by those skilled in the art.
Claims (6)
1. An audio and video shunting method for a video call center comprises the following steps:
s1, the operator or the internet end initiates a video call containing audio stream and video stream to the audio and video shunting module
S2, the audio and video distribution module distributes the audio and video in the video call and sends the voice call to the voice call center;
s3, establishing a voice call between the voice call center and the voice seat, and establishing an audio stream in the video call between the seat and the user;
s4, the voice seat establishes a new pure video call to the audio and video shunting module, and the video stream in the video call is established between the seat and the user;
the audio and video shunting module and the voice call center establish voice call through an SIP protocol;
and a pure video call is established between the audio and video shunting module and the seat through an SIP protocol.
2. An audio and video distribution system of a video call center is characterized by comprising:
the system comprises an operator or an Internet terminal, an audio and video distribution module, a voice call center and an agent;
audio stream and video stream are established between the operator or the internet end and the audio and video shunting module;
audio stream is established between the audio and video shunting module and the voice call center;
audio frequency flow is established between the voice call center and the seat;
a video stream is established between the audio and video shunting module and the seat;
the audio and video shunting module and the voice call center establish voice call through an SIP protocol;
and a pure video call is established between the audio and video shunting module and the seat through an SIP protocol.
3. The video call center audio-video distribution system of claim 2, wherein:
and the operator or the Internet end and the audio and video distribution module establish video call through an SIP protocol.
4. The video call center audio-video distribution system of claim 2, wherein:
and the audio and video shunting module and the voice call center establish voice communication through an SIP protocol.
5. The video call center audio-video distribution system of claim 2, wherein:
and a pure video call is established between the audio and video shunting module and the seat through an SIP protocol.
6. The video call center audio-video distribution system of claim 2, wherein:
the audio and video shunting module is used for carrying out audio and video shunting on the video call and dividing the video call into a voice call and a pure video call;
the audio and video shunting module is also used for carrying out audio recording and video recording and IVVR interaction on the video call.
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| KR20080040830A (en) * | 2006-11-06 | 2008-05-09 | (주) 엘지텔레콤 | System and method for processing change to voice call in mobile communication network having 1x ev-do mode and 1x mode |
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| KR100928916B1 (en) * | 2008-08-18 | 2009-11-30 | (주)티아이스퀘어 | Method and apparatus of providing video call service to video terminal during a call between video terminal and voice terminal |
| CN201893844U (en) * | 2010-11-18 | 2011-07-06 | 广州市华谱电子科技有限公司 | Call center system based on internet protocol-private branch exchange (IP-PBX) |
| CN105721470B (en) * | 2016-02-19 | 2020-10-20 | 广州盛华信息有限公司 | Method for realizing visual access of call center |
| CN107241519A (en) * | 2017-06-12 | 2017-10-10 | 刘志 | A kind of audio call centered video householder method and system |
| US11805158B2 (en) * | 2019-03-20 | 2023-10-31 | Zoom Video Communications, Inc. | Method and system for elevating a phone call into a video conferencing session |
| CN110809128B (en) * | 2020-01-07 | 2020-06-23 | 北方联创通信有限公司 | Method for viewing terminal video based on SIP video call |
| CN111787162B (en) * | 2020-02-28 | 2021-09-21 | 中国移动通信集团广东有限公司 | Calling method, device, system and storage medium applied to call center service |
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| KR20080040830A (en) * | 2006-11-06 | 2008-05-09 | (주) 엘지텔레콤 | System and method for processing change to voice call in mobile communication network having 1x ev-do mode and 1x mode |
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