WO2011011959A1

WO2011011959A1 - Call method, call center, application server and terminal for realizing multisession

Info

Publication number: WO2011011959A1
Application number: PCT/CN2009/076343
Authority: WO
Inventors: 李伟华
Original assignee: 中兴通讯股份有限公司
Priority date: 2009-07-30
Filing date: 2009-12-31
Publication date: 2011-02-03
Also published as: CN101990305A; CN101990305B

Abstract

A call method, call center, application server and terminal for realizing multisession are provided, which relate to various multimedia call technologies in the call center. The method includes: after the establishment of the session connection between a user equipment(UE) and a seat of the call center, when the call center receives a new session request initiated by the same UE, wherein said session request carries session information of the established session connection, the call center determines the call identifier corresponding to the session request according to the session information of the established session connection, and allocates the new session request to the seat corresponding to the call identifier. In the technical scheme of the present invention, aiming at multiple sessions initiated by the same user, the customer service representative can choose appropriate service manners to serve customers according to the situation at any time, thereby effectively improving the first call resolution rate(FCR) and user's satisfaction, furthermore, network resources can be effectively saved owing to the processing for the multiple sessions of the same user.

Description

Multi-session calling method and call center, application server and terminal

The present invention relates to various multimedia calling technologies in a Next Generation Call Center (NGCC), and more particularly to a calling method and a call center, an application server, and a terminal that implement a multi-session (MultiSession). Background technique

A call center is a specialized system in which a group of agents or company's customer service representatives centrally conduct incoming calls and place calls to contact the user. The traditional call center includes the following components: (1) user access system with automatic call distribution (ACD) capability, ACD completes user call access, control and management; (2) interactive voice response ( The IVR (Interactive Voice Response) system enables the user to complete the business operation according to the voice prompt; (3) Computer-Telephony Integration (CTI), completes the call routing queue; (4) Agent (Agent).

With the development of the access network and the transmission network, the soft center (SoftACD)-based NGCC has appeared in the call center. The general architecture includes the following parts: (1) SoftACD, which completes access to real-time services such as voice and fax; (2) IVR/MS, complete automatic business processing, and provide text resources such as TTS (Text To Speech), Automated Speech Recognition (ASR), fax, etc.; (3) CTI, complete all calls Unified queuing and routing; (4) Agent: Complete manual service processing.

It can be seen from the above that the traditional call center mainly completes the processing of voice calls, and the NGCC can complete calls of various multimedia types, such as video (Video), voice (voice), text (Call), etc. deal with.

However, whether it is a traditional call center or NGCC, it reflects its management and operational capabilities. The indicator is the first call resolution rate (FCR), and the indicator that reflects its service level is user satisfaction, so these two indicators are the tireless pursuit of many call centers.

With the development of mobile networks, mobile bandwidth is increasing, mobile terminal capabilities such as netbooks, PDAs, etc., video and web browsing will become common services for mobile terminals, so that customer service representatives can communicate with customers to solve customer problems. For example, if a customer calls a voice call to declare a broadband fault, the customer service representative does not fully understand the customer's meaning after communicating with the customer. Since the next generation mobile terminal has video capability, the customer service representative can observe the customer's fault through video. However, the customer needs to interrupt the current voice call and then initiate a video call, and the video call needs to be queued according to the basic queuing principle of the call center (call first come first served, the agent first idle service), thus reducing the call center. FCR, and bring a bad experience to users. Summary of the invention

In view of the above, the technical problem to be solved by the present invention is to provide a call method for implementing multi-session and a call center, an application server and a terminal to improve the FCR of the call center.

In order to solve the above problem, the present invention provides a method for implementing a multi-session call, including: when a user equipment (UE) and a call center agent have established a session connection, when the call center receives a new session request from the same UE, The session request carries session information of the established session connection;

The call center determines the call identifier corresponding to the new session request according to the session information of the established session connection, and allocates the new session request to the agent corresponding to the call identifier.

The session information of the established session connection includes at least: a call identity of the established session connection; or a session identifier of the established session connection; or a unified resource identifier (URI) of the UE in the session connection established.

Determining, by the call center, a call identifier corresponding to the session request according to the following manner: when the session information of the established session connection carried in the session request includes at least the session When the call identifier is connected, the call center directly reads the call identifier in the session request, and determines that the call identifier is a call identifier corresponding to the session request;

When the session information of the established session connection carried in the session request includes at least the session identifier of the established session connection, the call center searches and maps the call identifier and the session identifier of all session connections in the call queue. The call identifier corresponding to the session identifier of the session connection is established in the session request, and the found call identifier is a call identifier corresponding to the session request;

When the session information of the established session connection carried in the session request includes at least the URI of the UE in the session connection, the call center searches and maps the call identifier of all session connections in the call queue and the URI of the UE. The call identifier corresponding to the URI of the UE in the session request, and the found call identifier is a call identifier corresponding to the session request.

After the call center allocates the new session to the agent corresponding to the call identifier, the call center terminates one or more sessions in which the session connection has been established according to the UE or the agent operation.

When the new session needs to apply for additional resources, the call center allocates the new session request to the agent corresponding to the call identifier after the resource application is successful.

The present invention also provides a call center for implementing multi-session, comprising a call session control function unit (CSCF), an application server (AS) and a computer telephony integration server (CTI) connected in sequence, wherein:

The CSCF is configured to receive a session request, send the session request to the AS, and receive an address of the agent sent by the AS, and redirect the session request to the agent; Receiving the session request, if the session request includes the session information of the established session connection, determining the call identifier corresponding to the session request according to the session information of the established session connection, and sending the call identifier to the a CTI, and an agent address for receiving the CTI transmission, and sending the agent address to the CSCF;

The CTI is configured to receive a call identifier sent by the AS, and look up the call identifier. Corresponding agent address, and sending the agent address to the AS.

The session information of the established session connection includes at least: a call identity of the established session connection; or a session identifier of the established session connection; or, a URL of the UE in the established session connection

The AS is further configured to allocate a call identifier for all session connections, and save a call identifier of each session connection, a session identifier of all session connections, a URI of a UE in each session connection, and mapping information between the three identifiers;

When the session information of the established session connection carried in the session request includes at least the call identifier of the session connection, the AS reads the call identifier in the session request, and determines that the call identifier is a call corresponding to the session request. Identification

When the session information carrying the established session connection includes at least the session identifier of the established session connection, the AS searches for the session request from the mapping information according to the session identifier of the established session connection. Call identity

When the session information of the established session connection carried in the session request includes at least the URI of the UE in the session connection, the AS searches for the call identifier corresponding to the session request from the mapping information according to the URI of the UE. .

The CSCF is further configured to receive a termination session request initiated by the UE, and send the termination session request to the AS;

The AS is further configured to receive the termination session request, and terminate one or more sessions of the established session connection according to the termination session request, and update a call identifier, a session identifier, and a UE of the session connection associated with the UE. The URI describes the mapping information between the three identifiers.

When the new session needs to apply for an additional resource, the AS sends the call identifier corresponding to the session request to the CSCF after the resource application is successful.

An application server for implementing a multi-session call includes a judging module and a processing module connected in sequence, wherein: The determining module is configured to determine whether the received session request is a new session request initiated by the same UE, and send the determination result to the processing module;

The processing module is configured to receive a judgment result sent by the determining module, when the received session request is a new session request initiated by the same UE, according to the established session connection session included in the new session request The information determines the call identifier corresponding to the session connection, and assigns the new session request to the agent corresponding to the call identifier.

The application server further includes a storage module connected to the processing module;

The storage module is configured to save mapping information between the session information of each session connection and the call identifier of each session connection, where the mapping information between the session information of each session connection and the call identity of each session connection includes at least One of the following mapping information:

Mapping information between the call identifier of each session connection and the session identifier of each session connection; the call identifier of each session connection, the session identifier of each session connection, the URI of the UE in each session connection, and the mapping between the three identifiers information.

When the session information of the established session connection carried in the session request includes at least the call identifier of the session connection, the processing module is specifically configured to read the call identifier in the session request, and determine that the call identifier is the session Request the corresponding call identifier;

When the session information that carries the established session connection includes at least the session identifier of the established session connection, the processing module is specifically configured to search the storage module according to the session identifier of the established session connection. Describe the call identifier corresponding to the session request;

When the session information of the established session connection carried in the session request includes at least the URI of the UE in the session connection, the processing module is specifically configured to search for the session request from the storage module according to the URI of the UE. Corresponding call identification.

The present invention also provides a terminal for implementing a multi-session call, comprising a storage module and a call module, wherein:

The calling module is configured to receive a user initiated session operation based on an established session connection, Reading the session information of the established session connection in the storage module, and sending a new session request to the network side according to the session operation, where the new session request carries the read session of the established session connection information;

The storage module is configured to save session information of a session connection established between the UE and the call center.

The session information that the UE saves by the storage module and the call center has established a session connection includes: a call identifier of the established session connection; or a session identifier of the established session connection; or, a URI of the UE in the session connection is established.

The call module is further configured to allocate a new session identifier for a new session operation initiated by the user, and carry the new session identifier in the new session request.

The call module is further configured to receive a user-initiated termination session operation, and initiate a termination session request according to the termination session operation, where the termination session request carries a session identifier of one or more sessions to be terminated.

Compared with the existing call center, the technical solution of the present invention can establish a plurality of session modes in the same call process, and multiple service sessions initiated by the same user, the customer service representative can select the appropriate service mode to serve the customer at any time according to the situation, thereby effectively improving The FCR of the call center and the satisfaction of the user; and because of the processing of multiple sessions for the same user, the network resources are effectively saved. DRAWINGS

1 is a schematic structural view of a system provided in the present invention;

2 is a schematic structural diagram of a terminal provided in the present invention;

3 is a schematic diagram of a process for implementing a multi-session in the same call in the system shown in FIG. 1. FIG. 4 is a schematic diagram of a process of establishing a new session call with a session type of video provided in the present invention;

FIG. 5 is a flow chart of establishing a new session type for video sharing provided by the present invention. Schematic. Detailed ways

The main idea of the present invention is to add a capability in the call center, that is, after the customer (ie, the terminal) establishes a call (voice, video, text, web browsing, etc.) connection with the customer service representative, the customer or customer service representative can On the basis of the call connection, another type of session is initiated, that is, a call includes multiple sessions, wherein the same call identifier is required during the entire call (ie, the call identifier is unique during the entire call) However, different session identifiers are required. The call center can queue and route according to the call identifier and the established session identifier (to ensure that all sessions of the same user are assigned to the same agent during a call) to implement customer and customer service. Multiple conversations between representatives.

The technical solutions of the present invention are further described in detail below with reference to the accompanying drawings and specific embodiments. A system for implementing multiple sessions in the same call, as shown in FIG. 1, includes a call center and a terminal, and the terminal is a user equipment (UE) 112, wherein the call center further includes a call session control function module (CSCF, Call Session Control). Function 110, Application Server (AS) 100, CTI 102, Agent 106, and Media Server (MS) 104. The functions of each part are described below.

The CSCF 110 is configured to implement call and session control of an IP Multimedia Subsystem (IMS) domain, and send call information of the received call to the AS 100, and an agent for receiving a new session sent by the AS 100. Address and redirect the new session to the agent. The CSCF 110 can implement the above functions in accordance with the prior art.

The CSCF 110 further includes a Proxy CSCF (P-CSCF), a Query CSCF (I-CSCF), and a Serving CSCF (S-CSCF). When the UE 112 initiates a call, the P-CSCF is the first contact node, and the P-CSCF will receive The request and service are processed or forwarded. The I-CSCF can act as a connection point for all users of the network. It can also be used as a service access point for roaming users in the current network service area. The S-CSCF performs session control functions and can be based on the network. The operator needs to maintain session state information, where the S-CSCF passes the IP Multimedia Service Control (ISC, IMS Service Control) The interface is connected to the AS 100.

The AS 100 is a core control point of the call center, and is used for receiving call information sent by the CSCF 110, and performing call access, session management, call control, resource control, automatic flow control, etc., to implement the IVR function, and for The received call information determines whether the received session request is a new session request. If it is not a new session request, it is processed according to an existing process. If it is a new session request, the call information is requested according to the new session. The session information of the session connection is established to find the corresponding call identity, and the call identity is sent to the CTI 102.

Specifically, the AS 100 further includes a judging module, a processing module, and a storage module that are sequentially connected.

The determining module is configured to determine whether the session request sent by the S-CSCF in the CSCF 110 is a new session request initiated by the same UE, and send the determination result to the processing module, where the session request includes the established session connection. The session information may be determined according to the session information of the established session connection, whether the session request is a new session request initiated by the same UE;

The processing module is configured to receive the judgment result sent by the judging module. When the judgment result is that the received session request is not a new session request initiated by the same UE, the call is performed according to the call information (ie, the session identifier) sent by the S-CSCF. And assigning a call identifier to the call; when the judgment result is that the received session request is a new session request initiated by the same UE, the session information of each session connection saved from the storage module and the call identifier connected to each session In the mapping information, the call identifier corresponding to the new session request is searched, and the call identifier is sent to the CTI 102; for a new session request initiated by the same UE, the processing module uses the call manual processing function to directly The new session request is sent to the CTI 102 for queuing processing; the processing module is further configured to receive the termination session request, and terminate one or more sessions of the established session connection according to the termination session request, and simultaneously update the session associated with the UE in the storage module. Connected call identity, session ID, and UE's Uniform Resource Identifier (URI, Uniform Res) Ource Identifier) mapping information between the three identifiers; For example, the session information of the established session connection included in the call information in the new session request is the session identifier of the established session connection (for example, the new session request is initiated by the re-INVITE method, and the call information is included. The session identifier of the session connection is established. The processing module searches the storage module for the call identifier corresponding to the session identifier of the established session connection, and sends the call identifier to the CTI 102.

a storage module, configured to store mapping information between session information of each session connection and a call identifier of each session connection, and specifically, may save a call identifier of each session connection associated with the UE, a session identifier of each established session connection, The mapping information between the three identifiers of the new session and the three identifiers of the URI of the UE in each session connection.

The CTI 102 is configured to manage the agent and perform route queuing in the call center, where the CTI 102 supports queuing and routing of new session requests initiated by the same UE, and assigns multiple sessions with different session identifiers but the same call identifier to the same In the call queue, the CTI 102 can find the corresponding agent of the new session according to the call identifier. If the new session needs to apply for additional resources, the new session is assigned to the same agent after the resource application is successful. In the call queue request, the AS 100 needs Add an identifier to indicate that the call is a new session initiated by the same UE;

When the user moves from the automatic voice process to the manual agent, the CTI 102 also needs to select an appropriate agent according to the user profile (Context), context information (Context) and service requirements, and queue and route according to the session state of the call.

The MS 104 is configured to provide specific media resource services, such as multi-party conference, recording, announcement, and voice recognition. The MS 104 accepts the control of the AS 100 to perform operations such as allocation, processing, and playback of the media resources, and the MS 104 can utilize the core. A web property or a self-matched media resource in the call center. The above MS server can be implemented in accordance with the prior art.

The agent 106 is used to complete various call operations, and provides a user interface for the customer service representative, such as answering a call or initiating an outbound call, and further extracting and displaying all call information of the user according to the call information sent by the CTI 102, where, for the same UE New session initiated, even if the agent is busy Mode, you can also answer other sessions of the same call, and you can also hang up any session or all sessions at will. For other operations of the agent 106, such as hold, transfer, etc., you can select one or all of the sessions to operate, and Each agent is assigned a URI;

The UE 112 is configured to camp on a device such as a mobile phone or a computer that supports an Internet Protocol (IP), and can initiate various multimedia calls such as video, voice, instant messaging, email, etc., wherein the UE 112 uses the session identifier to Indicates the originating call. The session identifier may be combined by several fields. For example, when using Session Initiation Protocol (SIP), the session identifier identifies the unique session identifier by the tag of the Call ID, From, and To fields; when the UE 112 initiates a new one. When the session request is made, the call identifier (ie, the session request) may carry the call identifier, the session identifier of the established session connection, or the URI carrying the UE.

Specifically, the UE further includes a calling module and a storage module.

a call module, configured to receive a user-initiated new session operation based on the established session connection, read the session information of the established session connection in the storage module, allocate a new session identifier according to the new session operation, and send a new session to the network side The request, the sent new session request carries the session information of the read established session connection and the allocated new session identifier; and is further configured to receive a user-initiated termination session operation, initiate a termination session request according to the termination session operation, and terminate The session request carries the session identifier of one or more sessions to be terminated. After the session is terminated, the identifier information of the session in the storage module is also updated. The structure of the call module in this embodiment is shown in FIG. 2; The session information of the established session connection between the UE and the call center is saved, and the call identifier of the established session connection between the UE and the call center may be saved; or the established session identifier of the established session connection; or the UE's URI, where the call identity of the session connection has been established, Call Answering a call center returned by the acquisition.

The following describes the process of the above system to implement call queuing and routing for multiple sessions in the same call process. As shown in Figure 3, the following steps are included:

Step 301: When the S-CSCF in the call center receives the call initiated by the UE, the call is made. The session identifier in the middle is sent to the AS;

In this step, the call initiated by the UE may be voice, video or text.

Step 302: The AS determines, according to the call signaling method (such as INVITE) or the call signaling identifier, that the call is the first session request initiated by the UE, and then plays a prompt voice or video to the UE, prompting the UE to perform service selection, such as service consultation. , failure report, business acceptance, etc.

Step 303: The user of the UE selects an access agent (in this embodiment, the user selects a manual service), the AS sends the call to the CTI, and the CTI integrated user attribute (Profile) and the user context information (Context) are queued according to the configured policy. .

Step 304: The CTI selects the first idle agent in the idle agent queue of the corresponding skill, and assigns the call to the agent, the agent answers, and the first session connection of the user and the agent is established.

Step 305: After the first session connection is established, when the S-CSCF receives the UE to initiate a new session request again, the S-CSCF sends the call information of the new session request to the AS.

In this step, the call information of the new session request initiated by the UE carries the established session identifier (ie, the first session identifier), where the new session request may be video, text, or video sharing.

Step 306: The AS determines that the session request is a new session request initiated by the same UE, and then does not play the prompt voice or video to the UE, but determines the session information of the session connection established according to the call information of the new session request. Corresponding call identifier, and then directly sent by the AS to the CTI;

The AS may determine, according to the extended call signaling, such as re-INVITE, that the AS obtains the indication information of the new session set in advance in the session request, and determines that the session request is a new session request initiated by the same UE; The session information in the session request may be determined to include the session information of the established session connection, and the session request may be a new session request. The session information of the established session connection may be a call identifier of the established session connection, or an established session. The session ID of the connection or the URI of the UE that has established the session connection; When the call information includes the call identifier of the established session connection, the call identifier is the call identifier to be determined by the AS; when the call information includes the session identifier of the established session connection, the AS connects the call from each session of the call queue. In the mapping information identifying the session identifier corresponding thereto, the call identifier corresponding to the session identifier of the connected session connection in the session request may be found; when the call information includes the URI of the UE that has established the session connection, the AS slave calls In the mapping information of the call identifier of each session connected to the queue and the URI of the UE, the call identifier corresponding to the URI of the UE in the session request may be found.

In other embodiments, the AS also initiates a resource request request if a new session request requires a media resource.

Step 307: The CTI receives a new session request, and finds a corresponding agent according to the call identifier corresponding to the new session call. The CTI allocates the new session request to the agent, the agent answers, and the new session connection is established, and the established session is established. Session connection.

In other embodiments, if the resource application of the AS fails (such as insufficient resources), or the agent has insufficient capability for the new session (if the video is not supported), the new session fails to be established, and the UE receives the message that the new session fails. .

The process of establishing a new session with a session type of video in the above system is described in detail below with reference to FIG. 4, including the following steps:

Step 404 to step 406, the UE initiates a session INVITE request, reaches the S-CSCF through the P-CSCF, and then triggers the AS in the call center by the S-CSCF.

Steps 410 to 418, the AS submits an automatic traffic assignment request to the CTI, requesting the assignment of the agent, and the AS sends the user related information to the CTI through the INFO message; the CTI obtains the attributes of the agent status and skills registered to the system from the database, and then The response is given with a 200 OK message and the SIP address of the agent is given.

Step 420 to step 422, the AS obtains the URI of the agent, and redirects the session INVITE request initiated by the UE to the agent through the S-CSCF. In step 424 to step 430, the agent responds to the INVITE with a 200 OK message to confirm the connection. In step 432 to step 438, the UE returns a final acknowledgement ACK, and the UE establishes a session connection with the agent.

Step 444 to step 446, the UE initiates a session re-INVITE request (that is, a new session request), reaches the S-CSCF through the P-CSCF, and then triggers the AS in the call center by the S-CSCF.

Steps 450 to 458, the AS proposes a new session traffic assignment request to the CTI, and the AS sends the call related information to the CTI through the INFO message; the CTI retrieves the agent according to the call identifier, and then responds with a 200 OK message. And give the SIP address of the agent. The call related information includes session information for which a session connection has been established.

Step 460 to step 462, the AS obtains the URI of the agent, and redirects the session re-INVITE request initiated by the UE to the agent through the S-CSCF.

Step 464~Step 470, the agent responds with re-INVITE with a 200 OK message to confirm the connection. Step 472 to step 478, the UE returns a final acknowledgement ACK, and a new session connection is established between the UE and the agent.

Through the above steps, the UE establishes two session connections with the agent to complete the voice and video links. If you want to terminate one or several sessions, you can modify the session attributes by re-INVITE.

The process of establishing a new session with a session type of video sharing in the above system is described in detail below with reference to FIG. 5, including the following steps:

Step 504~ Step 506, the UE initiates a session INVITE request, reaches the S-CSCF through the P-CSCF, and then triggers the AS in the call center by the S-CSCF.

Step 510~Step 518, the AS submits an automatic traffic assignment request to the CTI, requesting to allocate an agent, and the AS sends the user related information to the CTI through the INFO message; the CTI obtains the attributes of the agent status and skills registered to the system from the database, and then uses The 200 OK message gives a response and gives the SIP address of the agent. Step 520 to step 522, the AS obtains the URI of the agent, and redirects the session INVITE request initiated by the UE to the agent through the S-CSCF.

Step 524~Step 530, the agent answers the INVITE with a 200 OK message to confirm the connection. Step 532 to step 538, the UE returns a final acknowledgement ACK, and the UE establishes a session connection with the agent.

Step 542~Step 544, during the call, the user wants to play the related media video to the customer representative. The UE re-initiates the session re-INVITE request, reaches the S-CSCF through the P-CSCF, and then the S-CSCF triggers the AS in the call center.

Step 546 to step 550, the AS initiates an INVITE request video resource to the MS.

Step 552 to step 560, the AS proposes a new session traffic assignment request to the CTI, and the AS sends the call related information to the CTI through the INFO message; the CTI retrieves the agent according to the call identifier, and then responds with a 200 OK message. And give the SIP address of the agent. The call related information includes session information for which a session connection has been established.

Step 560~ Step 562, the AS obtains the URI of the agent, and redirects the session re-INVITE request initiated by the UE to the agent through the S-CSCF.

Step 564~Step 570, the agent answers the re-INVITE with a 200 OK message to confirm the connection. Step 574 to step 590, the AS performs media negotiation with the user by carrying the 183 response of the Session Description Protocol (SDP) information, instructing the user to prepare to receive the media stream of the MS, and responding with a 200 OK message after obtaining the temporary acknowledgment PRACK of the user.

Step 592 to step 598, the agent retrieves the file name of the required media resource according to the user request, and sends the file name to the AS as an INFO message, and the AS also instructs the MS to start playing the multimedia video by using the INFO message; the MS responds to the received INFO message with the 200 OK message. The resource server is obtained from the resource server according to the name of the media file carried in the INFO message, and the multimedia resource is played.

The invention can be applied to various call center systems supporting a layered architecture, and can implement docking to implement related services with a fixed network and a mobile network. The fixed network referred to in the invention includes softswitch Equipment, mobile networks include GSM/UMTS, CDMAIX/CDM A2000, NGN, etc.

The block diagrams and flowchart blocks described above support combinations of means for performing the specified functions, combinations of steps for performing the specified functions, and program instruction means for performing the specified functions. It will also be understood that each block of the above-described block diagrams and flowcharts, and combinations of blocks in the block diagrams and flowcharts, can be implemented by a combination of a hardware-based special purpose computer system or a dedicated hardware and computer.

The invention may, of course, be embodied in a variety of embodiments, and any modifications, equivalents, and improvements made within the spirit and scope of the invention are included in the present invention. Within the scope of protection of the claims.

Claims

Claim

A method for implementing a multi-session call, comprising:

When the user equipment (UE) has established a session connection with the agent of the call center, the call center receives the session information of the established session connection when the same UE initiates a new session request;

2. The method according to claim 1, wherein the session information of the established session connection comprises at least:

The call ID of the session connection has been established; or,

The session ID of the session connection has been established; or,

The Uniform Resource Identifier (URI) of the UE in the session connection has been established.

The method according to claim 1, wherein the call center determines the call identifier corresponding to the session request according to the following manner:

When the session information of the established session connection carried in the session request includes at least the call identifier of the session connection, the call center directly reads the call identifier in the session request, and determines that the call identifier corresponds to the session request. Call identity

When the session information of the established session connection carried in the session request includes at least the session identifier of the established session connection, the call center searches for the mapping information of the call identifier and the session identifier of all session connections in the call queue. a call identifier corresponding to the session identifier of the session connection in which the session connection is established, and the found call identifier is a call identifier corresponding to the session request;

When the session information of the established session connection carried in the session request includes at least the URI of the UE in the session connection, the call center connects the call identifiers of all the sessions in the call queue. In the mapping information of the URI of the UE, the call identifier corresponding to the URI of the UE in the session request is searched, and the found call identifier is a call identifier corresponding to the session request.

4. A method according to any one of claims 1 to 3, characterized in that

5. A method according to any one of claims 1 to 3, characterized in that

6. A call center for implementing multi-session, comprising: a call conference control function unit (CSCF), an application server (AS) and a computer telephony integration server (CTI) connected in sequence, wherein:

The CTI is configured to receive a call identifier sent by the AS, find an address of the agent corresponding to the call identifier, and send the address of the agent to the AS.

The call center according to claim 6, wherein the session information of the established session connection includes at least:

The call ID of the session connection has been established; or,

The session ID of the session connection has been established; or,

The URI of the UE in the session connection has been established.

8. The call center of claim 6 wherein: The AS is further configured to allocate a call identifier for all session connections, and save a call identifier of each session connection, a session identifier of all session connections, a URI of a UE in each session connection, and mapping information between the three identifiers;

9. The call center of claim 8 wherein:

The call center according to any one of claims 6 to 9, wherein, when the new session needs to apply for additional resources, the AS, after the resource application is successful, sends the call corresponding to the session request. The identity is sent to the CSCF.

An application server for implementing a multi-session call, comprising: a judging module and a processing module connected in sequence, wherein:

The determining module is configured to determine whether the received session request is a new session request initiated by the same UE, and send the determination result to the processing module; The processing module is configured to receive a judgment result sent by the determining module, when the received session request is a new session request initiated by the same UE, according to the established session connection session included in the new session request The information determines the call identifier corresponding to the session connection, and assigns the new session request to the agent corresponding to the call identifier.

The application server according to claim 11, wherein the application server further comprises a storage module connected to the processing module;

13. The application server of claim 12, wherein

A terminal for implementing a multi-session call, comprising: a storage module and a call module, wherein:

The terminal according to claim 14, wherein the session information that the UE saves by the storage module and the call center has established a session connection includes:

The call ID of the session connection has been established; or,

The session ID of the session connection has been established; or,

The URI of the UE in the session connection has been established.

The terminal according to claim 14 or 15, wherein

17. The terminal of claim 16 wherein: