CN114710473A - Method and system for realizing audio-video interaction between applet and SIP contact center - Google Patents
Method and system for realizing audio-video interaction between applet and SIP contact center Download PDFInfo
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
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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
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
Abstract
The application relates to a method and a system for realizing audio and video interaction between an applet and an SIP contact center, which relate to the technical field of network communication, and the method comprises the following steps: after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by an SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to the seat; and after the seat receives the call, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet. The method and the device have the effect of realizing audio and video interaction between the small program and the SIP contact center.
Description
Technical Field
The application relates to the technical field of network communication, in particular to a method for realizing audio and video interaction between an applet and an SIP contact center.
Background
With the development of the SIP contact center application, channels accessed to the SIP contact center are not limited to mobile phone or fixed telephone incoming calls, more and more APP applications integrate VOIP (Voice Over IP) functions, and users can call to the enterprise SIP contact center through the VOIP. The communication mode can carry more application data and can also more conveniently associate user information. At present, a plurality of VOIP application SDKs based on SIP protocols exist on android and IOS platforms.
Applets have many cross-platform, instant-and-play applications and are therefore favored by more and more users.
With respect to the related art in the above, the inventors found that: the applet has no channel for accessing voice and video to the SIP contact center, and the data interaction of the voice and the video between the applet and the SIP contact center cannot be realized.
Disclosure of Invention
In order to realize audio and video interaction between the small program and the SIP contact center, the application provides a method for realizing audio and video interaction between the small program and the SIP contact center.
In a first aspect, the method for realizing audio-video interaction between an applet and an SIP contact center adopts the following technical scheme.
A method for realizing audio and video interaction between an applet and an SIP contact center comprises the following steps:
after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; the first SIP information is used for triggering the SIP contact center to distribute the first SIP information to a seat;
after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
after the seat answers, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent by the agent to the SIP contact center.
By adopting the technical scheme, the call seat request sent by the applet is converted into the first SIP information of the SIP protocol, after the seat is connected, the media stream sent by the seat is converted into the media stream format supported by the applet, and the media stream sent by the applet is converted into the media stream format supported by the seat, so that the voice and video interaction between the applet and the seat is realized.
Optionally, after sending the first SIP information to the SIP contact center, the method further includes:
receiving seat state information sent by the SIP contact center; the seat state information is sent by the SIP contact center according to the response state of the seat after the seat receives the first SIP information; and the number of the first and second groups,
and sending the seat state information to the applet.
By adopting the technical scheme, the seat state information is sent to the small program, so that the small program can know the state of the seat conveniently.
Optionally, the applet is pre-registered, and the applet registering step includes:
receiving a registration request sent by the applet; the registration request is generated by the applet based on an account number, a user name and a password distributed by the SIP contact center;
sending SIP registration information to the SIP contact center based on the registration request;
receiving registration result information sent by the SIP contact center; and the number of the first and second groups,
and sending the registration result information to the small program.
By adopting the technical scheme, the applet is registered in advance, so that the agent can know the information of the applet terminal conveniently when the applet and the agent perform data interaction,
optionally, after the applet registration is successful, the method further includes:
receiving heartbeat messages sent by the small program; and the number of the first and second groups,
judging whether the communication connection with the small program is successful or not based on the heartbeat information; and if not, canceling the registration state of the applet.
By adopting the technical scheme, the heartbeat message is convenient for knowing whether and when the applet breaks down or stops, so that whether the registration state of the applet is kept or not is convenient to judge.
Optionally, the method further includes:
after receiving a calling applet request sent by an SIP contact center, sending a call request to a corresponding applet based on the calling applet request; the calling applet is received by the SIP contact center from a seat;
after the applet selects to answer, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
after the applet selects answering, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent by the agent to the SIP contact center.
By adopting the technical scheme, the seat can conveniently and directly contact the registered small programs.
Optionally, the method further includes:
after receiving a hangup request sent by the applet terminal, sending first hangup information to the SIP contact center, and stopping media stream conversion; the first hang-up information is used for triggering the SIP contact center to send the hang-up information to the seat; alternatively, the first and second liquid crystal display panels may be,
and after receiving a hang-up request sent by the SIP contact center, sending second hang-up information to the applet, and stopping the conversion of the media stream.
Optionally, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, where the media stream includes: converting the ACC coded voice information sent by the applet into an RTP stream of PCMA 8 k; converting the H264 coded video information sent by the applet into an RTP stream;
converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, including: converting the RTP stream of PCMA 8k into ACC-encoded voice information; the RTP stream is converted to H264 encoded video information.
In a second aspect, the system for implementing audio and video interaction between the applet and the SIP contact center adopts the following technical scheme.
A system for realizing audio-video interaction between an applet and an SIP contact center comprises:
a receiving module to: after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; the first SIP information is used for triggering the SIP contact center to distribute the first SIP information to a seat;
a first media stream conversion module to: after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
a second media stream conversion module to: converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent by the agent to the SIP contact center.
In a third aspect, the present application discloses a computer device comprising a memory and a server, the memory having stored thereon a computer program that is loaded by the server and that performs any of the methods described above.
In a fourth aspect, the present application discloses a computer readable storage medium storing a computer program that can be loaded by a server and execute any of the methods described above.
Drawings
FIG. 1 is an exemplary system framework to which the method of the present application for enabling audio-video interaction of applets with SIP contact centers is applied;
FIG. 2 is a flowchart of a method for implementing audio-video interaction between an applet and an SIP contact center according to the present application;
FIG. 3 is a flow chart of applet registration steps in the present application;
FIG. 4 is a system framework of a system for implementing audio-video interaction between an applet and an SIP contact center according to an embodiment of the present application;
in the figure, 401, a receiving module; 402. a first media stream conversion module; 403. and a second media stream conversion module.
Detailed Description
In order to make the objects, technical solutions and advantages of the present application more apparent, the present application is further described in detail below with reference to fig. 1-4 and the embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the present application and are not intended to limit the present application.
Applets have numerous instant-and-play applications and are therefore favored by more and more users. In the related art, the applet does not support the UDP protocol as a media transmission channel, the voice and video applications of the applet only support the TCP-based RTMP protocol, and most of the existing enterprise SIP contact centers are based on the SIP architecture, so that the applet-based applications cannot realize the voice and video access to the SIP contact center through the standard SIP protocol.
In order to solve the technical problem, the application discloses a method for realizing audio-video interaction between an applet and an SIP contact center.
Referring to fig. 1, fig. 1 illustrates an exemplary system architecture to which the method of the present application may be applied. The system architecture may include applet terminals, protocol conversion gateways, SIP contact centers (also referred to as call centers), and agent SIP terminals (referred to simply as agents). It should be understood that the numbers in FIG. 1 are merely illustrative; any number of applet terminals and any number of agents may be selected, as desired for the implementation.
Referring to fig. 2, as an embodiment of a method for implementing audio and video interaction between an applet and a SIP contact center, the method is applied to a protocol conversion gateway, and the method includes the following steps:
Specifically, a user may initiate a call seat request to a protocol conversion gateway through an applet terminal according to a called object (i.e., a SIP contact center or seat). And after receiving the call seat request, the protocol conversion gateway sends first SIP information to an SIP contact center according to the call seat request, and the SIP contact center distributes the first SIP information to the seat.
In one embodiment of step 101, after receiving the call seat request, the protocol conversion gateway generates an SIP Invite message (i.e., first SIP information) according to the information such as the calling number, the called number, and the domain name, and meanwhile generates an SDP body according to the IP of the machine where the protocol conversion gateway is located, and then the protocol conversion gateway sends the SIP Invite message to the SIP contact center; and the SIP contact center distributes the seat after receiving the SIP Invite message, and sends the SIP Invite message to the distributed seat.
And step 102, after the seat answers, converting the received media stream sent by the applet into the media stream in the first file format supported by the SIP contact center.
Specifically, since the voice and video formats supported by the applet are different from those supported by the SIP contact center, after the agent answers, the media stream sent by the applet needs to be converted into the media stream in the first format supported by the SIP contact center.
Specifically, the media stream in the first file format is sent to the SIP contact center, and the SIP contact center receives the media stream in the first file format and then sends the media stream to a seat allocated before, so that the seat can receive videos and audios sent by the applet.
And step 104, after the seat answers, converting the media stream sent by the SIP contact center into the media stream in the second file format supported by the applet. The media stream sent by the SIP contact center is sent to the SIP contact center by the agent.
Specifically, when performing voice and video interaction, the order of sending information by both the interaction parties is not fixed, and therefore the numerical order of step 104 and step 102 is not intended to limit the order of step 104 after step 102. And after the media stream sent by the seat is received by the SIP contact center, the SIP contact center sends the media stream to the protocol conversion gateway, and the protocol conversion gateway converts the media stream sent by the SIP contact center into the media stream in the second file format.
And step 105, sending the media stream in the second file format to the small program.
Specifically, the protocol conversion gateway converts the media stream sent by the SIP contact center into the media stream in the second file format, and sends the media stream to the applet, so that the applet can receive voice and video information sent by the agent, and further voice and video data interaction between the applet and the agent is realized.
As another embodiment of a method for implementing audio-video interaction between an applet and an SIP contact center, the method for converting a received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center includes: converting ACC coded voice information sent by the applet into an RTP stream of PCMA 8 k; converting H264 coded video information sent by the applet into an RTP stream;
converting the media stream sent by the SIP contact center into the media stream in the second file format supported by the applet, wherein the media stream comprises the following components: converting the RTP stream of PCMA 8k into ACC-encoded voice information; the RTP stream is converted to H264 encoded video information.
Specifically, after the seat is switched on, the protocol conversion gateway starts to establish a media transmission channel. The small program terminal pushes the collected media streams (voice and video) to the protocol conversion gateway through the live-push component (the live-push component can also be replaced by other media stream collection components according to the difference of the media stream collection components supported by the small program), and meanwhile, the small program terminal receives and plays the media streams sent by the protocol conversion gateway through the live-player component (the live-player component can be replaced by other audio and video playing components according to the difference of the audio and video playing components supported by the small program).
In one embodiment, if the audio coding supported by the applet is AAC, the video coding supported by the applet is H264; because the SIP switch of the SIP contact center does not support AAC encoding, and the voice packet transmission protocol of the SIP switch is RTP, in order to realize the interaction between the audio and the video of the applet and the agent, the protocol conversion gateway needs to realize the mutual conversion of the RTMP data stream to the RTP protocol, and simultaneously needs to convert the AAC audio encoding and the PCMA audio encoding into each other.
The small program pushes the collected media stream (voice and video) to a protocol conversion gateway through a live-push component, the protocol conversion gateway converts the AAC format voice stream into a PCMA 8k RTP stream after receiving the media stream sent by the small program, the PCMA 8k RTP stream is sent to an SIP switch of the SIP contact center, the protocol conversion gateway directly converts the H264 format video stream into the RTP stream, and the RTP stream is sent to the SIP switch of the SIP contact center. The protocol conversion gateway can send the ip and the port of the server RTP in the SIP 200OK SDP message through the UDP protocol. Meanwhile, the protocol conversion gateway needs to monitor an RTP media stream sent by an SIP switch from the SIP contact center, the voice code sent by the SIP contact center is PCMA 8k, at the moment, the protocol conversion gateway needs to convert the media stream into a media stream of an RTMP protocol, the converted media stream is pushed to an address RTMP url2, and the small program terminal monitors the media stream from the RTMP url2 through a live-player component, so that the voice sent by a seat end is played at the small program terminal, and the voice interaction is realized. Because the call in the video information contains voice information, if the SIP switch supports H264 coding, transcoding of the video information is not needed, and the protocol conversion gateway combines the voice stream and the video stream into an RTMP stream to be pushed to the applet, thereby realizing video interaction.
As another implementation way of the method for realizing audio-video interaction between the applet and the SIP contact center, after sending the first SIP information to the SIP contact center, the method further includes the following steps:
receiving seat state information sent by an SIP contact center; the seat state information is sent out by the SIP contact center according to the response state of the seat after the seat receives the first SIP information; and the number of the first and second groups,
the seat status information is sent to the applet.
Specifically, after receiving the call seat request, the protocol conversion gateway creates an SIP Invite message, and then the protocol conversion gateway sends the SIP Invite message to an SIP contact center; and the SIP contact center distributes the seat after receiving the SIP Invite message, and sends the SIP Invite message to the distributed seat. And the protocol conversion gateway forwards corresponding state information to the applet through the websocket message according to the state (ringing, answering, hanging up and the like) of the seat response. If the applet call fails, the protocol conversion gateway sends a corresponding error code (such as no number exists, no called party answers the call and the like) to the applet, and the applet terminal displays the call state according to the seat state information sent by the protocol conversion gateway, so that the applet terminal can know the current communication state conveniently.
As another embodiment of a method for implementing audio-video interaction between an applet and a SIP contact center, the applet is pre-registered. The applet registering step includes the steps of:
and step 204, sending the registration result information to the small program.
Specifically, the applet generates a registration request according to an account number allocated by the SIP contact center, a set user name and a set password. The applet sends a registration request to the protocol conversion gateway through the websocket. After receiving the registration request, the protocol conversion gateway creates a SIP UAC object to form SIP registration information (namely SIP Register information) of the account and the password of the extension, and then the protocol conversion gateway sends the SIP registration information to an SIP switch of the SIP contact center through an SIP UDP protocol. And the protocol conversion gateway receives the registration result information sent by the SIP contact center and forwards the registration result information to the applet terminal through the websocket message. And the small program displays the success or failure of registration in the small program terminal according to the registration result.
As another embodiment of a method for implementing audio-video interaction between an applet and an SIP contact center, after the applet is successfully registered, the method further includes:
receiving heartbeat messages sent by the small programs; and (c) a second step of,
judging whether the communication connection with the small program is successful or not based on the heartbeat information; if not, the registration state of the applet is cancelled.
Specifically, the applet that successfully registers needs to periodically send a Heartbeat Message to the protocol conversion gateway to keep the websocket connection clear, where a Heartbeat Message (Heartbeat Message) is a Message sent by the sending source to the receiving party that allows the receiving party to determine if and when the sending source fails or terminates. The protocol conversion gateway can store the verification certificate when the user registers, and if the heartbeat information sent by the applet is not interrupted, the protocol conversion gateway can periodically send an SIP Register request to the applet. After detecting the disconnection of the applet, the protocol conversion gateway automatically sends an Unregister request to the SIP switch to cancel the registration state of the applet terminal.
As another embodiment of the method for implementing audio-video interaction between an applet and an SIP contact center, the method for implementing audio-video interaction between an applet and an SIP contact center further includes:
after receiving a calling applet request sent by an SIP contact center, sending a call request to a corresponding applet based on the calling applet request; the calling applet is received by the SIP contact center from the agent;
after the small program selects to answer, converting the received media stream sent by the small program into a media stream in a first file format supported by an SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to the seat; and the number of the first and second groups,
after the small program selects answering, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the small program, and sending the media stream in the second file format to the small program; the media stream sent by the SIP contact center is sent to the SIP contact center by the agent.
Specifically, for the applet terminal that successfully registers, the agent of the SIP contact center may actively call out the applet. The protocol conversion gateway receives a calling applet request (Invite request) from the SIP contact center, converts the calling applet request into a call request (namely an incoming call ringing request), sends the call request to an applet terminal through a websocket protocol, the applet terminal can flick a screen to allow a user to select connection or rejection after receiving the call request, if the applet terminal is connected, the applet starts to call a live-player component and a live-pusher component to accept and send a media stream, and the conversion process of the media stream is consistent with the process of calling to a seat of the SIP contact center, which is not described herein. Through the arrangement, the interaction of voice and video between the seat end and the registered small program is facilitated.
As another implementation way of the method for realizing audio-video interaction between the applet and the SIP contact center, after receiving a hang-up request sent by the applet terminal, sending first hang-up information to the SIP contact center, and stopping conversion of media streams; the first hang-up information is used for triggering the SIP contact center to send the hang-up information to the seat; alternatively, the first and second electrodes may be,
and after receiving a hang-up request sent by the SIP contact center, sending second hang-up information to the applet, and stopping the conversion of the media stream.
Specifically, when the agent or the applet sends a hang-up request, the hang-up request is converted into information of a corresponding communication protocol through the protocol conversion gateway. For example, the seat end sends a hang-up request, the protocol conversion gateway converts the hang-up request into information of the websocket protocol and then sends the information to the applet terminal, and meanwhile, the transmission of the RTP message and the transmission of the RTMP media stream are closed. When the small program terminal sends a hang-up request, the protocol conversion gateway converts the hang-up request into information of an SIP protocol, sends the information to the SIP switch, and simultaneously closes the transmission of RTP information and the transmission of RTMP media stream.
Referring to fig. 4, the present application further provides a system for implementing audio-video interaction between an applet and an SIP contact center, including:
a receiving module 401, configured to: after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; the first SIP information is used for triggering the SIP contact center to distribute the first SIP information to the seat;
a first media stream conversion module 402, configured to: after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by an SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to the seat; and (c) a second step of,
a second media stream conversion module 403, configured to: converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent to the SIP contact center by the agent.
The embodiment of the application also discloses computer equipment.
Specifically, the device comprises a memory and a server, wherein the memory stores a computer program which can be loaded by the server and executes any one of the methods for realizing audio-video interaction between the small program and the SIP contact center.
The embodiment of the application also discloses a computer readable storage medium.
Specifically, the computer readable storage medium stores a computer program that can be loaded by a server and executes any one of the methods for implementing audio and video interaction between an applet and a SIP contact center, and the computer readable storage medium includes, for example: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
The foregoing is a preferred embodiment of the present application and is not intended to limit the scope of the application in any way, and any features disclosed in this specification (including the abstract and drawings) may be replaced by alternative features serving equivalent or similar purposes, unless expressly stated otherwise. That is, unless expressly stated otherwise, each feature is only an example of a generic series of equivalent or similar features.
Claims (10)
1. A method for realizing audio-video interaction between an applet and an SIP contact center is characterized by comprising the following steps:
after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; the first SIP information is used for triggering the SIP contact center to distribute the first SIP information to a seat;
after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
after the seat answers, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent by the agent to the SIP contact center.
2. The method of claim 1, wherein after sending the first SIP information to the SIP contact center, further comprising:
receiving seat state information sent by the SIP contact center; the seat state information is sent by the SIP contact center according to the response state of the seat after the seat receives the first SIP information; and the number of the first and second groups,
and sending the seat state information to the applet.
3. The method of claim 1, wherein the applet is pre-registered, and wherein the applet registering step comprises:
receiving a registration request sent by the applet; the registration request is generated by the applet based on an account number, a user name and a password distributed by the SIP contact center;
sending SIP registration information to the SIP contact center based on the registration request;
receiving registration result information sent by the SIP contact center; and the number of the first and second groups,
and sending the registration result information to the small program.
4. The method of claim 3, further comprising, after the applet registration is successful:
receiving heartbeat messages sent by the small program; and the number of the first and second groups,
judging whether the communication connection with the small program is successful or not based on the heartbeat information; and if not, canceling the registration state of the applet.
5. The method of claim 3, further comprising:
after receiving a calling small program request sent by an SIP contact center, sending a communication request to a corresponding small program based on the calling small program request; the calling applet is received by the SIP contact center from a seat;
after the applet selects to answer, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
after the applet is selected to answer, converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent to the SIP contact center by the agent.
6. The method according to any one of claims 1 or 5, further comprising:
after receiving a hang-up request sent by the applet terminal, sending first hang-up information to the SIP contact center, and stopping media stream conversion; the first hang-up information is used for triggering the SIP contact center to send the hang-up information to the seat; alternatively, the first and second electrodes may be,
and after receiving a hang-up request sent by the SIP contact center, sending second hang-up information to the applet, and stopping the conversion of the media stream.
7. The method according to any one of claims 1 or 5, wherein:
converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, including: converting the ACC coded voice information sent by the applet into an RTP stream of PCMA 8 k; converting the H264 coded video information sent by the applet into an RTP stream;
converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, including: converting RTP stream of PCMA 8k into ACC coded voice information; the RTP stream is converted to H264 encoded video information.
8. A system for realizing audio-video interaction between an applet and an SIP contact center is characterized by comprising:
a receiving module to: after receiving a call seat request sent by an applet, sending first SIP information to an SIP contact center according to the call seat request; the first SIP information is used for triggering the SIP contact center to distribute the first SIP information to a seat;
a first media stream conversion module to: after the seat answers, converting the received media stream sent by the applet into a media stream in a first file format supported by the SIP contact center, and sending the media stream in the first file format to the SIP contact center; the media stream in the first file format is used for triggering the SIP contact center to send the media stream in the first file format to a seat; and the number of the first and second groups,
a second media stream conversion module to: converting the media stream sent by the SIP contact center into a media stream in a second file format supported by the applet, and sending the media stream in the second file format to the applet; the media stream sent by the SIP contact center is sent by the agent to the SIP contact center.
9. A computer device, characterized by: comprising a memory and a server, said memory having stored thereon a computer program for a method according to any one of claims 1 to 7, when loaded and executed by the server.
10. A computer-readable storage medium, in which a computer program is stored which can be loaded by a server and which executes the method according to any one of claims 1 to 7.
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