CN116132597A

CN116132597A - Call forwarding method, device, system, electronic equipment and storage medium

Info

Publication number: CN116132597A
Application number: CN202211424190.0A
Authority: CN
Inventors: 夏福森; 蒋宁; 吴海英; 刘磊; 杨锋; 杨砚
Original assignee: Mashang Consumer Finance Co Ltd
Current assignee: Mashang Consumer Finance Co Ltd
Priority date: 2022-11-14
Filing date: 2022-11-14
Publication date: 2023-05-16

Abstract

The application provides a call forwarding method, a device, a system, electronic equipment and a storage medium, wherein the method comprises the following steps: under the condition of receiving a target voice call, acquiring call information of the target voice call; determining whether to transfer the target voice call according to the call information; if so, sending a call request to a target voice gateway based on a target number pre-configured by a first call system, wherein the target number pair comprises a first calling number and a first called number, and the target voice gateway is configured with a call routing strategy which is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number; and under the condition that the first call system and the second call system establish call connection based on the call request, the target voice call is transferred to the second call system through the target voice gateway. By the call forwarding method, the efficiency of voice call forwarding can be improved.

Description

Call forwarding method, device, system, electronic equipment and storage medium

Technical Field

The present disclosure relates to the field of communications technologies, and in particular, to a call forwarding method, device, system, electronic device, and storage medium.

Background

Currently, voice network communication has become a common communication method and is applied to call centers of a large number of enterprises. In practical application, some enterprises often deploy multiple sets of service environments in the enterprises according to service or supervision requirements and the like, so as to realize that different services can operate in different service environments, such as a marketing environment, a customer service environment, a return visit environment and the like, and the different service environments are often closely related, and agents of a calling system in the different service environments are often required to be mutually transferred to better serve clients.

However, in the prior art, as shown in fig. 1, the flow of forwarding voice calls between different call systems may be that, in the case that the a call system needs to forward the voice call of the client to the B call system, the voice call of the client needs to be forwarded through the hot wire number of the outbound B call system, that is, the hot wire number of the B call system needs to go out, through the public switched telephone network (Public Switched Telephone Network, PSTN) network, which easily results in low efficiency of voice call forwarding and poor timeliness.

Disclosure of Invention

The embodiment of the application provides a call forwarding method, a device, a system, electronic equipment and a storage medium, which are beneficial to improving the processing efficiency of voice call forwarding among different call systems.

In order to solve the technical problems, the application is realized as follows:

in a first aspect, an embodiment of the present application provides a call forwarding method, which is applied to a first call system. The method comprises the following steps:

under the condition that a target voice call is received, acquiring call information of the target voice call, wherein the call information is used for representing to-be-handled business of the target voice call;

determining whether to transfer the target voice call according to the call information;

if yes, sending a call request to a target voice gateway based on a target number pre-configured on the first call system, wherein the target number pair comprises a first calling number and a first called number, the target voice gateway is configured with a call routing strategy, and the call routing strategy is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number;

and forwarding the target voice call to the second call system through the target voice gateway under the condition that the first call system and the second call system establish call connection based on the call request.

In a second aspect, an embodiment of the present application provides a call forwarding method, which is applied to a target voice gateway. The method comprises the following steps:

receiving a call request sent by a first call system based on a target number pair, wherein the target number pair comprises a first calling number and a first called number, and the target voice gateway is configured with a call routing strategy which is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number;

forwarding the call request to the second call system;

and under the condition that the first call system and the second call system establish call connection based on the call request, receiving a target voice call forwarded by the first call system, and forwarding the target voice call to the second call system.

In a third aspect, an embodiment of the present application further provides a call forwarding device, which is applied to the first call system. The call transfer device includes:

the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring call information of a target voice call under the condition of receiving the target voice call, wherein the call information is used for representing to-be-handled business of the target voice call;

A determining module, configured to determine whether to forward the target voice call according to the call information;

the sending module is used for sending a call request to a target voice gateway based on a target number preset on the first call system if the target number is the same, wherein the target number pair comprises a first calling number and a first called number, the target voice gateway is configured with a call routing strategy, and the call routing strategy is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number;

and the transfer module is used for transferring the target voice call to the second call system through the target voice gateway under the condition that the first call system and the second call system establish call connection based on the call request.

In a fourth aspect, an embodiment of the present application further provides a call forwarding device, which is applied to a target voice gateway. The call transfer device includes:

the receiving module is used for receiving a call request sent by a first call system based on a target number pair, wherein the target number pair comprises a first calling number and a first called number, the target voice gateway is configured with a call routing strategy, and the call routing strategy is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number;

A first forwarding module for forwarding the call request to the second call system;

and the second forwarding module is used for receiving the target voice call forwarded by the first call system and forwarding the target voice call to the second call system under the condition that the first call system and the second call system establish call connection based on the call request.

In a fifth aspect, embodiments of the present application further provide a call forwarding system, where the call forwarding system includes a first call system, a target voice gateway, and a second call system;

the first call system is configured to obtain call information of a target voice call when the target voice call is received, determine whether to transfer the target voice call according to the call information, and if yes, send a call request to a target voice gateway based on a target number preset on the first call system, where the call information is used to represent a to-be-handled service of the target voice call, the target number pair includes a first calling number and a first called number, the target voice gateway is configured with a call routing policy, and the call routing policy is used to transfer the call request initiated by the first calling number to a second call system corresponding to the first called number;

The target voice gateway is used for receiving a call request sent by a first call system based on a target number pair and forwarding the call request to the second call system;

the first call system is further configured to forward the target voice call to the target voice gateway when the first call system and the second call system establish a call connection based on the call request;

the target voice gateway is further configured to receive a target voice call forwarded by the first call system, and forward the target voice call to the second call system.

In a sixth aspect, an embodiment of the present application further provides an electronic device, including a processor, a memory, and a computer program stored in the memory and capable of running on the processor, where the computer program when executed by the processor implements the steps of the call forwarding method provided in the first aspect, or implements the steps of the call forwarding method provided in the second aspect.

In a seventh aspect, embodiments of the present application further provide a computer readable storage medium, where a computer program is stored, where the computer program when executed by a processor implements the steps of the call forwarding method provided in the first aspect, or implements the steps of the call forwarding method provided in the second aspect.

In the embodiment of the present application, when a first call system receives a target voice call, call information of the target voice call is obtained, and whether the target voice call needs to be forwarded is determined according to the call information, if yes, a call request is sent to a target voice gateway based on a pre-configured target number, and because the target voice gateway is configured with a call routing policy for directly forwarding the call request based on the first calling number to a call system (i.e., a second call system) corresponding to the first called number, the target voice gateway can directly forward the call request based on the target number pair (i.e., the first calling number and the first called number) to the second call system without calling out to a PSTN network, so that the efficiency of voice call forwarding can be improved, and the timeliness of voice call forwarding can be improved.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings that are needed in the description of the embodiments of the present application will be briefly described below, and it is obvious that the drawings in the following description are only some embodiments of the present application, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a schematic diagram of a call forwarding system provided by the related art;

fig. 2 is a flowchart of a call forwarding method provided in an embodiment of the present application;

fig. 3 is a schematic diagram of a call forwarding system according to an embodiment of the present application;

FIG. 4 is a second schematic diagram of a call forwarding system according to an embodiment of the present disclosure;

fig. 5 is a flowchart of a call forwarding procedure provided in another embodiment of the present application;

fig. 6 is a flowchart of a call forwarding method according to another embodiment of the present application;

fig. 7 is a third schematic diagram of the call forwarding system according to the embodiment of the present application;

fig. 8 is a block diagram of a call forwarding device according to an embodiment of the present application;

fig. 9 is a block diagram of a call forwarding device according to still another embodiment of the present application;

fig. 10 is a block diagram of an electronic device provided in an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all, of the embodiments of the present application. All other embodiments, which can be made by one of ordinary skill in the art based on the embodiments herein without making any inventive effort, are intended to be within the scope of the present application.

For ease of understanding, some of the matters related to the embodiments of the present application are described below:

call Center (Call Center): places where contacts and transactions are interacted with by telephone, such as services, sales, emergency events, etc., may also include manual services, self-service, etc.

Voice over IP (Voice over Internet Protocol, VOIP): a voice over IP communication technology is used to achieve voice calls and multimedia conferences via Internet protocol, i.e. to communicate via the Internet.

Voice operating system (Voice Operating System, VOS): a support system developed for VOIP operation services is mainly responsible for line management, i.e. playing the role of voice gateway, for the embodiments of the present application.

Kamailio: is an open source session initiation protocol (Session initialization Protocol, SIP) server, the precursor of kamailio is an open, acting as a proxy for SIP, and is commonly used for implementing clusters by load balancing media servers, freeswitches, etc. when used in large concurrency. In the embodiment of the application, kamailio can be used for freeswitch load balancing. kamailio can be implemented as a proxy server, a registration server, and a redirect server. The VOS gateway can be connected with the VOS gateway as a call center system in the embodiment of the application.

Free switch: a cross-platform open source telephone exchange platform has strong scalability. May be responsible for providing routing and interconnection communications for audio, text, or any other form of media, as well as providing self-service interactive voice response (Interactive Voice Response, IVR) services, intelligent robotic services; providing APIs and APPs to computer telephony integration (Computer Telecommunication Integration, CTI) middleware calls (e.g., make a call, bridge a channel, hang up a call, etc.); sending ESL event to CTI to complete automatic call distribution (Automatic Call Distribution, ACD), agent state switching, data report statistics, etc.

IVR: the customer can enter the IVR service center by calling the enterprise hotline number through the telephone, and the customer can listen to the mobile phone entertainment product according to the operation prompt in the IVR system, and can play the related information according to the input content. And further realize the handling of some simple services or guide the client to transfer to the manual seat. On the other hand, the pressure of the artificial seat can be reduced to a certain extent.

CTI middleware: the method mainly comprises the steps of communicating with a fresh switch, an IVR and a seat workbench, receiving ESL events (such as channel_ANSER, channel_BRIDGE and the like) from the fresh switch system to switch the seat states, counting data report forms, and sending related websocket messages to inform the seat workbench to switch the seat turntable. Receive custom ESL events (e.g., find agent, enter IVR) from IVR, etc. to perform seat ACD, etc.

Agent (Agent): the seat or seat representative or artificial seat is generally composed of a seat computer, seat software, seat headset, service personnel and the like. The call center seat realizes the relevant control function through seat software and hardware equipment so as to achieve the purpose of customer service.

Skill set: one skill set may include at least one agent, and illustratively, non-passing skill sets may be classified according to service type, for example, in the case of a bank call system, credit card services and savings card services may correspond to different skill sets, respectively, so that voice calls for different services may be received through agents of different skill sets.

VOS gateway: the system is independent of a component with extremely strong correlation except the call center system, one end of the system is connected with the call center system, and the other end is connected with an operator line, so that the system is a bridge for establishing communication between the call center system and the PSTN network and is mainly responsible for line management and call routing strategy configuration.

The embodiment of the application provides a call forwarding method which is applied to a first call system, wherein the first call system can be any call center system. Referring to fig. 2, fig. 2 is a flowchart of a call forwarding method provided in an embodiment of the present application, as shown in fig. 2, including the following steps:

Step 201, under the condition that a target voice call is received, obtaining call information of the target voice call, where the call information is used to represent a to-be-handled service of the target voice call.

The target voice call may be any voice call that the first call system answers. The call information may be used to represent a to-be-handled service of the target voice call, for example, the call information may include, but is not limited to, at least one of service description information input by a user through voice, a target IVR node selected by the user, and the like, where the service description information may be used to describe the to-be-handled service, and the target IVR node may include an IVR node for indicating the to-be-handled service. It should be noted that, the to-be-handled service of the target voice call may be understood as a service to be handled by a user who initiates the target voice call.

Step 202, determining whether to transfer the target voice call according to the call information.

For example, in a case where the skill set determined according to the call information does not belong to the first call system or the skill set cannot answer the target voice call in the first call system, it may be determined that the target voice call needs to be forwarded to the second call system to which the skill set belongs.

Optionally, in this embodiment, call information of the target voice call may be obtained when an instruction of a user initiating a transfer manual agent is received, and whether to transfer the target voice call is determined according to the call information, where the instruction of initiating the transfer manual agent may be that the user voice indicates the transfer manual agent or an IVR node that selects the transfer manual agent, and so on.

It should be noted that, if the instruction for initiating the transfer of the artificial agent by the user is received, if the target information for indicating the to-be-handled service cannot be obtained, for example, the instruction for directly initiating the transfer of the artificial agent by the user when the target voice call is connected is not obtained, whether to transfer the target voice call may be determined according to a skill set (for example, a spam skill set) determined by the instruction for initiating the transfer of the artificial agent by the user, for example, a spam skill set may be configured in advance for the voice call directly initiating the artificial agent, and the voice call directly initiating the artificial agent is answered by the agent of the spam skill set.

And 203, if so, sending a call request to a target voice gateway based on a target number pre-configured on the first call system, wherein the target number pair comprises a first calling number and a first called number, and the target voice gateway is configured with a call routing strategy for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number.

The sending of the call request to the target voice gateway based on the target number may be understood as sending a call request for calling the first called number based on the first calling number to the target voice gateway. The first call system is preconfigured with the target number pair, so that a call request is directly initiated based on the preconfigured target number pair under the condition that the transfer is determined to be needed. The target voice gateway may be a VOS gateway, and the target voice gateway may include one voice gateway or may include a plurality of voice gateways. For example, in the case where the target voice gateway comprises a voice gateway, both the first call system and the second call system may be connected to the voice gateway, for example, as shown in fig. 3; in the case where the target voice gateway includes a plurality of voice gateways, the first call system and the second call system may be connected to different voice gateways, respectively, while being connected to each other, for example, as shown in fig. 4.

For example, the first call system and the second call system may be call systems corresponding to different services, for example, for a bank, the first call system may be a call system corresponding to a deposit card service, and the second call system may be a call system corresponding to a credit card service; or the first calling system may be a calling system corresponding to a product marketing service, the second calling system may be a calling system corresponding to a customer service, etc., and is not limited herein.

The target voice gateway is configured with a call routing policy, and the call routing policy is used for directly forwarding a call request based on a first calling number to a call system corresponding to a first called number (i.e. a second call system), so that the target voice gateway directly forwards the call request to the second call system to establish call connection between the first call system and the second call system when receiving the call request based on the target number pair. In an exemplary case that the target voice gateway forwards the call request to the second call system, the target voice gateway may receive the ring signal (for example, 183 ring) sent by the second call system, and forward the ring signal of the second call system to the first call system, and further the first call system may send acknowledgement information (for example, ACK) to the target voice gateway, the target voice gateway forwards the received acknowledgement information to the second call system, the second call system sends an answer response (for example, 200 ok) to the target voice gateway, and the target voice gateway forwards the answer response sent by the second call system to the first call system, so as to complete the call connection between the first call system and the second call system.

It should be noted that, the second call system may be configured with a routing policy of the first called number, so as to implement a call service related to the first called number.

Step 204, in the case that the first call system and the second call system establish a call connection based on the call request, forwarding the target voice call to the second call system via the target voice gateway.

In this step, under the condition that the first call system and the second call system establish call connection based on the call request, the first call system and the second call system can directly perform voice communication, so that the first call system can transfer the target voice call of the user to the target voice gateway, and further transfer the target voice call to the second call system through the target voice gateway. It will be appreciated that forwarding the target voice call to the target voice gateway may be understood as forwarding the voice data stream associated with the target voice call to the target voice gateway. The above-mentioned target voice gateway forwards the target voice call to the second call system, which can be understood as forwarding the voice data stream related to the target voice call to the second call system.

For example, as shown in fig. 5, the user enters the first call system by calling the hot line number or the callback number, and enters the IVR voice navigation bound to the number, and in the IVR system, the user can select to transact the related self-service or initiate a transfer manual seat request, voice describe the related information of the service to be transacted, and the like by using voice or key. And judging whether the voice call needs to be transferred or not according to the to-be-handled service selected by the user or a node initiating a transfer manual agent, initiating a call request through a first calling number (for example, a number X) and a first called number (for example, a number Y) which are allocated under the condition that the transfer is determined, and directly transferring the call request which is called in through the number X to a call system (namely, a second call system) corresponding to the number Y by the VOS gateway so as to establish call connection between the first call system and the second call system, so that the first call system can transfer the voice call initiated by the user to the agent of the second call system. It should be noted that, when the first call system determines that the forwarding is not required, the voice call of the user may be answered by the agent of the first call system.

According to the call forwarding method provided by the embodiment of the invention, the first call system obtains the call information of the target voice call when receiving the target voice call, determines whether the target voice call needs to be forwarded according to the call information, and if yes, sends the call request to the target voice gateway based on the pre-configured target number, and because the target voice gateway is configured with the call routing strategy for directly forwarding the call request based on the first calling number to the call system (namely, the second call system) corresponding to the first called number, the target voice gateway can directly forward the call request based on the target number pair (namely, the first calling number and the first called number) to the second call system without calling out to the PSTN network, so that the efficiency of voice call forwarding can be improved, and the timeliness of voice call forwarding can be improved.

Optionally, the call request carries along-path data of the target voice call, and the along-path data is encapsulated into SIP data in a preset format; the call routing strategy is further used for transparently transmitting the SIP data in the preset format to the second call system.

The following data may be understood as data transmitted along with a voice channel in a voice call, for example, the following data of the target voice call may include, but is not limited to, an original calling number of the target voice call, an original called number of the target voice call, a service type selected by a user, and the like.

The following data may be encapsulated into SIP data in a preset format, and exemplary SIP data using "sip_h_x-" as a prefix may be used. For example, a SIP header may be customized, and each field of the customized SIP header uses "sip_h_x-" as a prefix, for example, a field carrying the customized SIP header may be added to a channel in a dialan based on the following format, such as an original calling number and an original called number:

fields carrying custom SIP headers, such as the original calling number and the original called number, may be added to the channel in the IVR lua based on the following format:

session:setVariable("sip_h_X-caller_number",caller_number)

session:setVariable("sip_h_X-called_number",called_numberr)。

The call routing policy of the target voice gateway is further used for transparent transmission of SIP data in a preset format, for example, SIP data using "sip_h_x-" as a prefix is not intercepted, and transparent transmission is directly performed, so that the target voice gateway does not intercept the along-line data of the target voice call but directly transparent transmits the along-line data of the target voice call to the second call system under the condition that the along-line data of the target voice call is received, and the second call system can provide services for users more efficiently based on the along-line data of the target voice call.

It should be noted that, in the prior art, the PSTN network does not support transmission of the customized SIP data, that is, the PSTN network intercepts the customized SIP data, so the existing call forwarding method from the outgoing to the PSTN network cannot realize delivery of the associated data of the target voice call.

Correspondingly, the second calling system is preconfigured with a routing strategy of the first called number, the following data can be obtained, and corresponding service logic switching is executed according to the following data, wherein the relevant configuration of the second calling system can be shown as follows.

For example, taking the example that the first called number is a Y number, the routing policy of configuring the Y number in the dialing plan of the second call system may be as follows:

< extension name= "called number Y" >

< condition field= "$ { destination_number }" expression= "(called number Y) $" >

<！--action-->

</condition>

</extension>

Illustratively, the following way data may be obtained in the dialing plan: $ { key }.

Illustratively, the following way of obtaining the path data in the IVR lua (i.e., a relatively lightweight and compact scripting language) script may be as follows:

session:getVariable("key")。

where key is the sip header field name.

Illustratively, the transfer command for transferring may be as follows:

bridge ({ registration_caller_id_number = { calling number },

sip _ invite _ req _ uri = sip: { called number } @ { VOS IP: VOS PORT },

sip_invite_from_uri=sip: { calling number } @ { VOS IP: VOS PORT },

sip_invite_to_uri=sip { called number } @ { VOS IP: VOS PORT };

user=phone } sol/gateway/kamailio/{ called number };

fs_path＝sip:{kamailio ip:kamailio port})。

according to the embodiment, the following data are set to be SIP data in the preset format, and the call routing strategy in the target voice gateway is configured to be used for transparent transmission of the SIP data in the preset format, so that the following data of the target voice call can be simply and conveniently transmitted to the second call system, and the second call system can provide services for users more efficiently based on the following data of the target voice call.

Optionally, the along-the-path data includes at least one of a first skill set, a target path, and a second calling number; wherein the first skill set is a skill set to be used for receiving the target voice call, the skill set comprises at least one agent, and the first skill set is used for determining a target skill set or a target agent for receiving the target voice call in the second call system by the second call system; the target path is a path formed by IVR nodes, through which the target voice call passes in an interactive voice response IVR system of the first call system, and is used for identifying the intention of a user for initiating the target voice call by the second call system; the second calling number is the original calling number of the target voice call and is used for identifying the user initiating the target voice call by the second call system.

The first skill set may be a skill set of a target voice call to be answered determined in the first call system, for example, the first skill set may be a skill set determined according to the call information. Specifically, the second call system may determine a target skill set or a target agent for answering the target voice call in the second call system according to the first skill set, for example, the second call system may determine the first skill set as the target skill set, or directly determine the agent in the first skill set as the target agent. Alternatively, the second call system may determine the target skill set or target agent by integrating the first skill set and information about the user initiating the target voice call, for example, may determine a user level according to the information about the user, and determine the target agent according to the user level and the first skill set, for example, the higher the user level, the lower the waiting time required in the first skill set, the target voice call may be answered.

The target path may be a path obtained by connecting IVR nodes through which the target voice call passes in the IVR system of the first call system according to the passing sequence, for example, the target voice call sequentially passes through a node a, a node B and a node C in the IVR system of the first call system, and then the target path may be: node a- > node B- > node C. Specifically, the second call system can quickly acquire the intention of the user to initiate the target voice call according to the target path, for example, for a call system of a communication provider, the user sequentially selects a query node- > a telephone fee query node- > a manual seat node, so that the intention of the user to initiate the target voice call is known to be telephone fee consultation, and thus, a seat receiving the target voice call in the second call system can quickly provide corresponding telephone fee consultation service for the user based on the identified intention, and the efficiency of the second call system for serving the user is improved.

The second calling number is the original calling number of the target voice call, namely the number adopted by the user to initiate the target voice call. Specifically, the second call system can identify the user who initiates the target voice call through the original calling number, so that the related information of the user who initiates the target voice call can be queried to better provide services for the user.

Optionally, the associated data may further include a second called number, where the second called number is the original called number of the target voice call. For example, when the user calls the hot line number B of the first call system through the number a, the original calling number is the number a, and the hot line number B is the original called number. The second call system may record the path data, so that related personnel can check and analyze the forwarding situation of the voice call, and further optimize the call system, for example, for forwarding more services, the corresponding skill set can be adjusted to the first call system.

Optionally, the target voice gateway includes a first voice gateway and a second voice gateway, the first voice gateway is connected with the first call system, the second voice gateway is connected with the second call system, and the first voice gateway and the second voice gateway are connected;

the call routing strategy comprises a first routing strategy and a second routing strategy, the first voice gateway is configured with the first routing strategy, the first routing strategy is used for transferring the call request initiated by the first calling number to the second voice gateway, the second voice gateway is configured with the second routing strategy, and the second routing strategy is used for transferring the call request initiated by the first calling number to the second call system.

Illustratively, as shown in fig. 4, a first call system is connected to a first voice gateway, a second call system is connected to a second voice gateway, and a connection is made between the first voice gateway and the second voice gateway.

Specifically, the first voice gateway is configured with a first routing policy for forwarding the call request based on the first calling number to the second voice gateway, so that the first voice gateway forwards the call request to the second voice gateway when receiving the call request initiated by the first calling system based on the first calling number, that is, the first voice gateway sends the call request for calling the first called number based on the first calling number to the second voice gateway, instead of sending the call request out, for example, forwarding the call request to other operator lines or PSTN networks connected with the first voice gateway. The second voice gateway is provided with a second routing strategy for forwarding the call request based on the first calling number to the second call system, so that the second voice gateway can directly forward the call request to the second call system.

In the embodiment of the present application, the first call system and the second call system are respectively connected to a first voice gateway and a second voice gateway, and the first voice gateway is configured with the first routing policy, where the first routing policy is used to transfer a call request based on the first calling number to the second voice gateway, and the second voice gateway is configured with the second routing policy, where the second routing policy is used to transfer a call request based on the first calling number to the second call system, so that timeliness of transferring a target voice call to the second call system can be ensured while reducing concurrency of the voice gateways connected to the first call system and the second call system and improving stability of voice call service.

Optionally, the call information includes service description information input by a user through voice or a target IVR node selected by the user, where the service description information is used to describe a service to be handled, and the target IVR node is an IVR node corresponding to the service to be handled; the determining whether to forward the target voice call according to the call information includes: determining a second skill set according to the service description information or the target IVR node, wherein the second skill set comprises at least one agent; determining that the target voice call needs to be forwarded if the first call system does not include the second skill set; an alternative skill set is determined if an agent of a second skill set of the first call system is unable to answer the target voice call, and a need to forward the target voice call is determined if the first call system does not include the alternative skill set.

For example, the service description information or the target IVR node may determine a service type of the service to be handled, and further may determine the second skill set according to the service type of the service to be handled.

Specifically, in the case where the first call system does not include the second skill set, it may be determined that the target voice call needs to be forwarded; in the case where the first call system includes the second skill set, but the agent of the second skill set of the first call system is unable to answer the target voice call, for example, the agent being unable to answer the target voice call may include the agent being busy or the agent being offline (i.e., offline) or the agent being in a non-answering telephone state, etc.

The agents of the second skill set of the first call system may not answer the target voice call, and may include that all agents of the second skill set of the first call system may not answer the target voice call, or that agents of the second skill set of the first call system waiting to answer the target voice call may not answer the target voice call.

The alternative skill sets may include overflow skill sets or a skill set to which a spam agent belongs, and the like. For example, in the case that the number of queuing persons of the agents to be connected to the target voice call in the second skill set is excessively large by a preset number, an overflow logic may be triggered, that is, an overflow skill set is determined, and in this case, the alternative skill set is the overflow skill set; or, in the case that the agent waiting to answer the target voice call in the second skill set cannot answer the call (for example, in an offline state (i.e., an offline state) or in a non-answering state, etc.), triggering a spam policy, that is, determining a spam agent, where the alternative skill set is a skill set to which the spam agent belongs.

When the agent of the second skill set of the first call system is able to answer the target voice call, the agent of the second skill set of the first call system may directly answer the target voice call.

According to the embodiment of the application, a second skill set is determined according to the service description information or the target IVR node; determining that the target voice call needs to be forwarded if the first call system does not include the second skill set; and determining an alternative skill set under the condition that the seat of the second skill set of the first call system cannot answer the target voice call, and determining that the target voice call needs to be forwarded under the condition that the first call system does not comprise the alternative skill set, so that unnecessary call forwarding is reduced, voice call service failure caused by that the first call system cannot provide service corresponding to the target voice call is reduced, and further the service quality of the voice call service is improved.

Optionally, the determining the second skill set according to the service description information or the target IVR node includes: performing intention recognition on the service description information to obtain a service type of the service to be handled; determining a second skill set corresponding to the service type of the to-be-handled service according to the service type of the to-be-handled service and a first corresponding relation, wherein the first corresponding relation is the corresponding relation between the service type and the skill set; or determining a second skill set corresponding to the target IVR node according to the target IVR node and the second corresponding relation, wherein the second corresponding relation is the corresponding relation between the IVR node and the skill set.

In an embodiment, different skill sets may be set for different types of services in advance, and under the condition that service description information input by a user is obtained, intent recognition may be performed on the service description information input by the user to obtain a service type of a service to be handled by the user initiating the target voice call, so that a skill set corresponding to the service type of the service to be handled may be rapidly determined according to a correspondence between the service type and the skill set, that is, the second skill set is a skill set corresponding to the service type of the service to be handled.

In another embodiment, different skill sets may be set for different IVR nodes in advance, so that, when a target IVR node selected by a user is received, a skill set corresponding to the target IVR node may be quickly determined according to a correspondence between the IVR node and the skill set, that is, the second skill set is a skill set corresponding to the target IVR node.

In some optional embodiments, the call routing policy of the target voice gateway may be further used to forward a call request initiated by a third calling number to a call system corresponding to a third called number (i.e. a first call system), where the second call system may obtain call information of the voice call when receiving a voice call, and if it is determined that the voice call needs to be forwarded based on the call information, may send a call request to the target voice gateway based on a number pair (i.e. a third calling number and a third called number) pre-configured on the second call system, where the first call system and the second call system establish a call connection based on the call request, and where the second call system forwards the voice call to the first call system via the target voice gateway, thereby implementing that the voice call of the second call system is forwarded to the second call system.

The embodiment of the application also provides a call forwarding method which is applied to the target voice gateway. Referring to fig. 6, fig. 6 is a flowchart of a call forwarding method according to another embodiment of the present application, as shown in fig. 6, including the following steps:

step 601, receiving a call request sent by a first call system based on a target number pair, wherein the target number pair comprises a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, and the call routing policy is used for forwarding the call request initiated by the first calling number to a second call system corresponding to the first called number.

The destination number pair, the destination voice gateway and the call routing policy in this embodiment may be referred to in the foregoing description of the foregoing embodiments, and in order to avoid repetition, details are not repeated here.

Step 602, forwarding the call request to the second call system.

Since the target voice gateway is configured with a routing call strategy for directly forwarding the call request based on the first calling number to the second call system, the target voice gateway can directly forward the call request to the second call system when receiving the call request sent by the first call system based on the target number pair.

In some alternative embodiments, in the case of forwarding the above-mentioned call request to the second call system, the target voice gateway may receive the ring signal (for example, 183 ring) sent by the second call system, and forward the ring signal of the second call system to the first call system, and further, the first call system may send acknowledgement information (for example, ACK) to the target voice gateway, where the target voice gateway forwards the received acknowledgement information to the second call system, and where the second call system sends an answer response (for example, 200 ok) to the target voice gateway, where the target voice gateway forwards the answer response sent by the second call system to the first call system, so as to complete the call connection between the first call system and the second call system.

Step 603, receiving a target voice call forwarded by the first call system and forwarding the target voice call to the second call system when the first call system and the second call system establish call connection based on the call request.

In this step, the target voice gateway may receive the target voice call forwarded by the first call system and forward the target voice call to the second call system, so as to provide the corresponding service for the user through the second call system.

According to the call forwarding method provided by the embodiment of the application, the target voice gateway receives the call request sent by the first call system based on the target number pair, and forwards the call request to the second call system directly, so that call connection between the first call system and the second call system is established, further, the target voice call forwarded by the first call system can be received, and the target voice call is forwarded to the second call system, so that forwarding of the target voice call is realized.

Optionally, the call request carries along-path data of the target voice call, and the along-path data is encapsulated into session initiation protocol SIP data in a preset format; the call routing strategy is further used for transparently transmitting the SIP data in the preset format to the second call system. The following data and the call routing policy in this embodiment may be referred to in the related description of the foregoing embodiments, and in order to avoid repetition, details are not described herein.

Optionally, the target voice gateway includes a first voice gateway and a second voice gateway, the first voice gateway is connected with the first call system, the second voice gateway is connected with the second call system, and the first voice gateway and the second voice gateway are connected; the call routing strategy comprises a first routing strategy and a second routing strategy, the first voice gateway is configured with the first routing strategy, the first routing strategy is used for transferring the call request initiated by the first calling number to the second voice gateway, the second voice gateway is configured with the second routing strategy, and the second routing strategy is used for transferring the call request initiated by the first calling number to the second call system.

The first voice gateway and the second voice gateway in this embodiment may refer to the related descriptions of the foregoing embodiments, and in order to avoid repetition, details are not repeated here.

Referring to fig. 7, fig. 7 is a schematic structural diagram of the call forwarding system provided in the embodiment of the present application, and as shown in fig. 7, the call forwarding system 10 includes a first call system 11, a target voice gateway 12, and a second call system 13;

the first call system 11 is configured to obtain call information of a target voice call when the target voice call is received, determine whether to forward the target voice call according to the call information, and if yes, send a call request to a target voice gateway based on a target number preset on the first call system, where the call information is used to represent a to-be-handled service of the target voice call, the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, and the call routing policy is used to forward the call request initiated by the first calling number to a second call system corresponding to the first called number;

The target voice gateway 12 is configured to receive a call request sent by a first call system based on a target number pair, and forward the call request to the second call system;

the first call system 13 is further configured to forward the target voice call to the target voice gateway when the first call system and the second call system establish a call connection based on the call request;

It should be noted that, in the present embodiment, the first call system 11, the target voice gateway 12 and the second call system 13 may be referred to the related description of the foregoing embodiments, and in order to avoid repetition, a description is omitted here.

It should be further noted that, the first call system 11 in this embodiment may implement each process implemented by the first call system in the above method embodiment, and the target voice gateway 12 in this embodiment may implement each process implemented by the target voice gateway in the above method embodiment, so that the same technical effects can be achieved, and in order to avoid repetition, a detailed description is omitted here.

As can be seen from the foregoing, in the embodiments of the present application, by first applying a pair of a calling number (for example, number X) and a called number (number Y) on a voice gateway (VOS gateway) side, a corresponding call routing policy is configured on the voice gateway for a call request initiated by the calling number (the call request is directly forwarded to an agreed destination, rather than being outgoing to a PSTN network), and a custom SIP header message in the call request is not intercepted. The first calling system dials by using the calling number and the called number in the transfer request, and carries out the along-the-way data transfer by using 'sip_h_X-' as a prefix through a custom SIP header domain. Therefore, the callback connection rate of the client can be improved, and the client appeal can be followed in time; the accurate service capability can be further improved, the problem solving rate is improved, and customer complaints are reduced; the dependence on the call forwarding on the line resources, for example, the dependence on the PSTN network and the operator, can be eliminated, and the touchdown rate can be further improved.

Referring to fig. 8, fig. 8 is a block diagram of a call forwarding device according to an embodiment of the present application, where the call forwarding device is applied to a first call system. As shown in fig. 8, the call forwarding apparatus 800 includes:

an obtaining module 801, configured to obtain, when a target voice call is received, call information of the target voice call, where the call information is used to represent a to-be-handled service of the target voice call;

A determining module 802, configured to determine whether to forward the target voice call according to the call information;

a sending module 803, configured to send, if yes, a call request to a target voice gateway based on a target number pre-configured on the first call system, where the target number pair includes a first calling number and a first called number, the target voice gateway is configured with a call routing policy, and the call routing policy is configured to forward the call request initiated by the first calling number to a second call system corresponding to the first called number;

a forwarding module 804, configured to forward the target voice call to the second call system via the target voice gateway when the first call system and the second call system establish a call connection based on the call request.

Optionally, the call request carries along-path data of the target voice call, and the along-path data is encapsulated into session initiation protocol SIP data in a preset format; the call routing strategy is further used for transparently transmitting the SIP data in the preset format to the second call system.

Optionally, the call information includes service description information input by a user through voice or a target IVR node selected by the user, where the service description information is used to describe a service to be handled, and the target IVR node is an IVR node corresponding to the service to be handled; the determining module is specifically configured to: determining a second skill set according to the service description information or the target IVR node, wherein the second skill set comprises at least one agent; determining that the target voice call needs to be forwarded if the first call system does not include the second skill set; an alternative skill set is determined if an agent of a second skill set of the first call system is unable to answer the target voice call, and a need to forward the target voice call is determined if the first call system does not include the alternative skill set.

Optionally, the determining module is specifically configured to: performing intention recognition on the service description information to obtain a service type of the service to be handled; determining a second skill set corresponding to the service type of the to-be-handled service according to the service type of the to-be-handled service and a first corresponding relation, wherein the first corresponding relation is the corresponding relation between the service type and the skill set; or determining a second skill set corresponding to the target IVR node according to the target IVR node and the second corresponding relation, wherein the second corresponding relation is the corresponding relation between the IVR node and the skill set.

The call forwarding device 800 provided in the embodiment of the present application can implement each process in the embodiment of the method on the first call system side, and in order to avoid repetition, a description is omitted here.

Referring to fig. 9, fig. 9 is a block diagram of a call forwarding device according to an embodiment of the present application, where the call forwarding device is applied to a target voice gateway. As shown in fig. 9, the call forwarding device 900 includes:

a receiving module 901, configured to receive a call request sent by a first call system based on a target number pair, where the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, where the call routing policy is used to forward the call request initiated by the first calling number to a second call system corresponding to the first called number;

A first forwarding module 902, configured to forward the call request to the second call system;

a second forwarding module 903, configured to receive a target voice call forwarded by the first call system and forward the target voice call to the second call system when the first call system and the second call system establish a call connection based on the call request.

The call forwarding device 900 provided in the embodiment of the present application can implement each process in the method embodiment of the target voice gateway side, and in order to avoid repetition, a description thereof is omitted here.

Referring to fig. 10, fig. 10 is a block diagram of an electronic device provided in an embodiment of the present application, and as shown in fig. 10, an electronic device 1000 includes: a processor 1001, a memory 1002 and a computer program stored on said memory 1002 and executable on said processor, the individual components in the electronic device 1000 being coupled together by a bus interface 1003, said computer program when executed by said processor 1001 realizing the steps of:

Alternatively, the computer program, when executed by the processor 1001, performs the steps of:

Forwarding the call request to the second call system;

It should be understood that, in the embodiment of the present application, the computer program when executed by the processor 1001 can implement each process in the foregoing embodiment of the call forwarding method, and will not be described herein again for avoiding repetition.

The embodiment of the application also provides an electronic device, which comprises a processor, a memory, and a computer program stored in the memory and capable of running on the processor, wherein the computer program realizes the processes of the call forwarding method embodiment when being executed by the processor, and can achieve the same technical effects, and in order to avoid repetition, the description is omitted.

The embodiment of the present application further provides a computer readable storage medium, on which a computer program is stored, where the computer program when executed by a processor implements each process of the foregoing call forwarding method embodiment, and the same technical effects can be achieved, so that repetition is avoided, and no further description is given here. Wherein the computer readable storage medium is selected from Read-Only Memory (ROM), random access Memory (Random Access Memory, RAM), magnetic disk or optical disk.

It should be noted that, in this document, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

From the above description of the embodiments, it will be clear to those skilled in the art that the above-described embodiment method may be implemented by means of software plus a necessary general hardware platform, but of course may also be implemented by means of hardware, but in many cases the former is a preferred embodiment. Based on such understanding, the technical solution of the present application may be embodied essentially or in a part contributing to the prior art in the form of a software product stored in a storage medium (such as ROM/RAM, magnetic disk, optical disk), including several instructions for causing a terminal (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the method described in the embodiments of the present application.

The embodiments of the present application have been described above with reference to the accompanying drawings, but the present application is not limited to the above-described embodiments, which are merely illustrative and not restrictive, and many forms may be made by those of ordinary skill in the art without departing from the spirit of the present application and the scope of the claims, which are also within the protection of the present application.

Claims

1. A call forwarding method, applied to a first call system, comprising:

2. The method of claim 1, wherein the call request carries along-path data of the target voice call, the along-path data being encapsulated as session initiation protocol, SIP, data in a pre-set format;

the call routing strategy is further used for transparently transmitting the SIP data in the preset format to the second call system.

3. The method of claim 2, wherein the along-line data comprises at least one of a first skill set, a target path, and a second calling number;

wherein the first skill set is a skill set to be used for receiving the target voice call, the skill set comprises at least one agent, and the first skill set is used for determining a target skill set or a target agent for receiving the target voice call in the second call system by the second call system;

the target path is a path formed by IVR nodes, through which the target voice call passes in an interactive voice response IVR system of the first call system, and is used for identifying the intention of a user for initiating the target voice call by the second call system;

The second calling number is the original calling number of the target voice call and is used for identifying the user initiating the target voice call by the second call system.

4. The method of claim 1, wherein the target voice gateway comprises a first voice gateway and a second voice gateway, the first voice gateway being connected to the first call system, the second voice gateway being connected to the second call system, the first voice gateway and the second voice gateway being connected;

5. The method according to claim 1, wherein the call information includes service description information input by a user through voice or a target IVR node selected by the user, the service description information is used for describing a service to be handled, and the target IVR node is an IVR node corresponding to the service to be handled;

The determining whether to forward the target voice call according to the call information includes:

determining a second skill set according to the service description information or the target IVR node, wherein the second skill set comprises at least one agent;

determining that the target voice call needs to be forwarded if the first call system does not include the second skill set;

an alternative skill set is determined if an agent of a second skill set of the first call system is unable to answer the target voice call, and a need to forward the target voice call is determined if the first call system does not include the alternative skill set.

6. The method of claim 5, wherein the determining a second skill set from the business description information or target IVR node comprises:

performing intention recognition on the service description information to obtain a service type of the service to be handled;

determining a second skill set corresponding to the service type of the to-be-handled service according to the service type of the to-be-handled service and a first corresponding relation, wherein the first corresponding relation is the corresponding relation between the service type and the skill set; or,

And determining a second skill set corresponding to the target IVR node according to the target IVR node and a second corresponding relation, wherein the second corresponding relation is the corresponding relation between the IVR node and the skill set.

7. A call forwarding method, applied to a target voice gateway, comprising:

forwarding the call request to the second call system;

8. A call forwarding system, wherein the call forwarding system comprises a first call system, a target voice gateway and a second call system;

9. A call forwarding device for use in a first call system, comprising:

10. An electronic device comprising a processor, a memory and a computer program stored on the memory and executable on the processor, which when executed by the processor performs the steps of the call forwarding method according to any one of claims 1 to 6 or the steps of the call forwarding method according to claim 7.

11. A computer readable storage medium, characterized in that the computer readable storage medium has stored thereon a computer program which, when executed by a processor, implements the steps of the call forwarding method according to any of claims 1 to 6 or the steps of the call forwarding method according to claim 7.