WO2012152116A1

WO2012152116A1 - Call forwarding method and system and web server

Info

Publication number: WO2012152116A1
Application number: PCT/CN2012/072268
Authority: WO
Inventors: 沈世元; 孙琼华; 骆毅; 黄鑫娟; 王一峰
Original assignee: 中兴通讯股份有限公司
Priority date: 2011-07-20
Filing date: 2012-03-13
Publication date: 2012-11-15
Also published as: CN102891939A; CN102891939B

Abstract

Disclosed are a call forwarding method and system and a web server. In the method, steps performed by the web server comprise: receiving information for indicating that a calling user dials a main number; allocating the calling user to an attendant user, the attendant user logging in to the web server as a web client; receiving a called user number input through the web client; and sending indication information for indicating that a call of the calling user is forwarded to the called user number. Through the present invention, the attendant allocation access is more flexible, and existing attendant resources can be fully used.

Description

The present invention relates to the field of communications, and in particular to a call forwarding method, system, and web server. BACKGROUND OF THE INVENTION Centralized digital small-switch (Centrex) switchboard service, or virtual switchboard service, is a group service, and users in the group can be traditional users such as Public Switched Telephone Network (PSTN), global mobile. Communication (Global System for Mobile Communication, GSM for short), Code Division Multiple Access (CDMA) users, or new users such as soft terminals, IAD, IP phones, video terminal users, in group users It is widely used. The group provides the main number (main number), also called the switchboard number, which can be used when the users in the group and the users outside the group dial the switchboard. This switchboard number is signed to the Centrex switchboard business, which is called the service. For out-of-group users, dial the group's switchboard number directly to trigger the switchboard business process. For the users in the group, you can directly dial the main number to trigger the switchboard business process. You can also dial the switchboard access code of the group. After the extension service converts the switchboard access code into the master number of the switchboard, the switchboard service flow is triggered. The Centrex switchboard business is divided into the following modes: Simple Attendant, Automated Attendant or Custom IVR Process, where the custom IVR process: The user dials the switchboard number, enters the custom IVR process, and operates through voice prompts. This method does not provide an attendant, although it saves the operator's cost, but there is no way to deal with the scene where there must be an operator. Simple Attendant: No special PC client is required, and one or several mobile phones or landlines are designated as the operator of the group. The trainers were trained in the same way. Automatic switchboard: Users can use the attendant to handle the calls that are not used by the operator. When the caller knows the extension that needs to be dialed, he can directly dial the called party, or if he does not know the specific extension number needs help. To the standard attendant console process, the attendant accepts the user's call for subsequent processing. For these two methods, although there is an operator, the mobile phone or the fixed telephone as the operator is pre-set. Whether the attendant is present or not, it is possible to call the attendant's phone, that is, the operator cannot be blocked. The phone, which affects the processing speed of the calling user. Moreover, due to the need to set in advance, it is not flexible enough for group users. SUMMARY OF THE INVENTION A primary object of the present invention is to provide a call forwarding method, system and web server to solve at least one of the above problems. According to an aspect of the present invention, a call forwarding method is provided, and the step performed by the web server includes: receiving information that a calling party calls a switchboard number; and assigning the calling user to an operator user, where The operator user logs in as the webpage client to the webpage server; receives the called subscriber number input through the webpage client; and sends a call for instructing to transfer the call of the calling subscriber to the called subscriber number Instructions. Preferably, after the sending the indication information for instructing the call of the calling user to the called user number, the step performed by the web server further comprises: receiving, to indicate that the web server is released The information of the operator user, wherein the information is sent when the called user rings; the operator user is released. Preferably, assigning the calling user to the operator user comprises: assigning the calling user to an idle operator user; or arranging the calling user in a queue of a busy attendant user, and Instructing the attendant user to process the calling user in the queue in turn. Preferably, the sending and receiving of the information of the web server is implemented by a message in the R01 interface. According to another aspect of the present invention, a web server is provided, comprising: a first receiving module configured to receive information of a calling party calling a trunk number; and an assigning module configured to assign the calling user to an attendant user The second user is configured to receive the called user number input through the webpage client, and the sending module is configured to send The call of the calling user is transferred to the indication information of the called subscriber number. Preferably, the web server further includes: a third receiving module, configured to receive information for instructing the web server to release the attendant user, wherein the information is sent when the called user rings ; release module, set to release the attendant user. Preferably, the allocating module is configured to allocate the calling user to an idle operator user; or, to arrange the calling user to be arranged in a queue of a busy attendant user, and to indicate the attendant user The calling users in the queue are processed in turn. According to still another aspect of the present invention, a call processing system is provided, including: an application server, configured to perform call control, further comprising: the foregoing web server; and the web client, for logging in to the webpage And interacting with the web server on the server. Preferably, the application server is configured to send information to the webpage server to instruct the webpage server to release the attendant user when determining that the called subscriber is ringing to the calling user; the webpage server Set to release the attendant user after receiving the information. Preferably, the webpage client is a soft terminal. With the present invention, the steps performed by the web server include: receiving information that the calling user calls the switchboard number; assigning the calling user to the operator user, wherein the attendant user logs in to the web server as a web client Receiving a called subscriber number input through the webpage client; transmitting indication information indicating that the calling subscriber's call is transferred to the called subscriber number, solving the prior art simple operator and In the automatic switchboard mode, it is necessary to set in advance the inflexibility of the operator and the problem that affects the user experience, so that the access allocated by the operator is more flexible, and the existing operator resources can be fully utilized. BRIEF DESCRIPTION OF THE DRAWINGS The accompanying drawings, which are set to illustrate,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,,, 1 is a flowchart of a call transfer method according to an embodiment of the present invention; FIG. 2 is a structural block diagram of a web server according to an embodiment of the present invention; FIG. 3 is a structure of a web server according to a preferred embodiment of the present invention. 4 is a schematic diagram of a call processing system according to an embodiment of the present invention; FIG. 5 is a structural block diagram of an implementation network element based on a ringing transfer function in a switchboard service according to a preferred embodiment of the present invention; Flowchart 1 of the call forwarding method of the preferred embodiment of the invention; and Figure 7 is a flow chart 2 of a call forwarding method in accordance with a preferred embodiment of the present invention. BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, the present invention will be described in detail with reference to the accompanying drawings. It should be noted that the embodiments in the present application and the features in the embodiments may be combined with each other without conflict. In the following embodiments, a web server is introduced. The web server may be a real hardware entity or a functional module on a physical server. The web server may be a server or a distributed server. A server cluster system consisting of a combination. Although web server technology is a relatively mature technology (not to be described here), it has not been introduced into the virtual switchboard business. In this embodiment, a call forwarding method is provided. FIG. 1 is a flowchart of a call forwarding method according to an embodiment of the present invention. As shown in FIG. 1, the web server performs the following steps: Step S102: Received The calling user calls the information of the switchboard number; Step S104, the caller user is assigned to the operator user, wherein the operator user logs in to the web server as a webpage client; Step S106, receiving the user input through the webpage client Calling the subscriber number; Step S108, transmitting indication information indicating that the call of the calling subscriber is transferred to the called subscriber number. Through the above steps, the attendant user is assigned to the attendant only when the attendant user (hereinafter referred to as the attendant) logs in to the server through a web client (for example, a soft terminal). Moreover, the attendant can log off and log in at any time, and can flexibly adjust the number of attendants and make full use of the resources of the registered attendants. After transmitting the indication information for instructing the call of the calling user to the called user number, the web server may perform the release of the operator again if the called user has picked up the phone. The processing method can be called blind transfer or inquiry transfer, that is, the transfer is only released when the transferred user answers the call, and if the transferred user refuses to answer or busy, the original user is still in the call with the attendant. This is not conducive to the timely release of the operator resource users. In order to solve the problem, the present embodiment provides a preferred implementation manner, that is, the web server releases the attendant user after receiving the information indicating that the web server releases the attendant user, and the information needs to be emphasized. It is sent when the called user rings. The ringing transfer in the preferred embodiment can be considered as a back-to-back (B2B) call type service, which has broad application prospects. The advantages of this service are as follows: It realizes that the operator directly transfers the call to a certain user after the call, without After the inquiry process, and the call is transferred, as long as the called user rings, the attendant immediately exits the call, so that the attendant can continue to be idle and can accept new calls. When assigning a calling user, if there is an idle attendant user, it can be directly assigned to the free attendant user. For a busy business, if you want to have an idle attendant, you need a larger number of attendants. In a preferred embodiment, the calling user may also be arranged in the queue of the busy attendant user, and the attendant user is instructed to process the calling user in the queue in turn. This may allow the user to wait longer, but for group users, it saves the operator's resources. How to choose between these two methods can be determined according to the actual use. Preferably, for easier implementation, the sending and receiving of information of the web server is implemented by messages in the R01 interface.

In addition to the working mode of the above embodiments, the Centrex switchboard service can also adopt the standard Web operator mode, that is, the incoming call of the switchboard enters the queuing function, and the operator controls the call manually after logging in to the computer. A web server is also provided in this embodiment. FIG. 2 is a structural block diagram of a web server according to an embodiment of the present invention. The web server is used to implement a preferred embodiment of the method and method. As shown in FIG. 2, the web server includes a first receiving module 22, an assigning module 24, a second receiving module 26, and a transmitting module 28. The web server will be described below. The first receiving module 22 is configured to receive the information of the calling party calling the switchboard number; the assigning module 24 is connected to the first receiving module 22, and is configured to allocate the calling user to the operator user, wherein the attendant user serves as a webpage The client accesses to the web server; the second receiving module 26 is connected to the distribution module 24, and is configured to receive the called user number input through the web client; the sending module 28 is connected to the second receiving module 26, and is configured to send An indication message for instructing to transfer the call of the calling user to the called subscriber number. 3 is a structural block diagram of a web server according to a preferred embodiment of the present invention. As shown in FIG. 3, the web server includes, in addition to the module included in the web server, a third receiving module 32, configured to receive the web server for receiving the web server. The information of the operator user is released, wherein the information is sent when the called user rings; the release module 34 is configured to release the operator user. Preferably, the allocating module 24 is configured to allocate the calling user to the idle operator user; or, to arrange the calling user in the queue of the busy attendant user, and instruct the attendant user to sequentially The calling user in the queue processes it. A call processing system is also provided in this embodiment. FIG. 4 is a schematic diagram of a call processing system according to an embodiment of the present invention. As shown in FIG. 5, the system includes an application server 42, a web server 44, and a web client 46. The call processing system will be described below. The application server 42 is configured to perform call control; the web server 44 is coupled to the application server 42, and the web server 44 is configured to process the queuing logic, the operator assignment logic, and the forwarding logic of the calling subscriber of the calling switchboard number. The web client 46, connected to the web server 44, is configured to log into the web server 44 and interact with the web server 44 for information. Preferably, when the application server 42 is configured to determine that the called user to whom the calling user is handed over, send information to the web server 44 for instructing the web server 44 to release the attendant user; the web server 44 sets To release the attendant user after receiving the above information. Preferably, the web client 46 is a soft terminal. The following description is made in conjunction with the preferred embodiments, which are combined with the above-described embodiments and preferred embodiments. 5 is a structural framework diagram of an implementation network element based on a ringing transfer function in a switchboard service according to a preferred embodiment of the present invention. As shown in FIG. 5, the structure includes: a user equipment (User Equipment, UE for short): A device that initiates a call, answers a call, and performs other call operations, such as a C-network or a G-network handset, a PSTN terminal, an IMS terminal, and the like.

Centrex Switchboard Application Server (Switchboard AS): Provides the underlying service capabilities, such as call control. Media Resource Server (MRS): Provides voice media capabilities, typically Media Server (SMS), for example, playing a call hold tone to the held party during call hold. Switchboard Web Server (SWS): Provides complex logic processing in the background of the web, which can trigger the SLP main service according to the operation of the console interface; realize the queue function of the console, and can be allocated according to the established queuing strategy. The attendant console talks with the SLP service through the R01 message. Switchboard Web Client (SWC): It is a soft terminal that has the function of communicating with the Web server. The attendants in the Centrex switchboard business are registered by the Web. The following protocols can be used in the above NEs: The media protocol between the Centrex AS and the MRS or the UE is the media protocol for the call. The Centrex AS communicates with the UE through the core network using the SIP protocol. The Centrex AS and the MRS usually use the SIP protocol or the MGCP protocol, which is determined by the protocol type supported by the MRS.

The media stream is transmitted between the UE and the MRS, the codec format of the UE and the MRS specific media packet, the transceiver port, the bandwidth transmission rate, etc., and when the call is made, the terminal communicates with the MRS through the media protocol. The R01 internal communication is used between the switchboard service application server and the switchboard service Web server, that is, the first field Funid function number of the message body in R01 is used to distinguish different operations and report the status event of the service. The HTTP protocol is used between the Web server of the switchboard business and the Web Client of the switchboard service. It should be noted that, in FIG. 5, it is only a schematic diagram, which hides the IMS network topology. In reality, the Centrex switchboard service application server, the MRS and the UE are connected or anchored to the IMS network. FIG. 6 is a flowchart 1 of a call forwarding method according to a preferred embodiment of the present invention. As shown in FIG. 6, the method includes the following steps: Step S602: User A calls a switchboard number provided by a group in a Centrex switchboard service. The user A is a user of any type; Step S604: The switchboard service AS applies to the media server MS100 to give the user A a welcome word; Step S606: The switchboard service AS reports the state of the user A to the background management Web server of the switchboard service; Step S608 : The background management Web Server of the switchboard service assigns the user A to a certain logged-in and idle attendant B, and the Web server notifies the switchboard service AS to give the user a queue waiting tone; Step S610: After the attendant B accepts, the user A and the attendant B In the call, the Centrex switchboard service server records the call related information of the user A and the attendant B; Step S612: The attendant B inputs the ringing to the number of the user C on the Web Client, and clicks the ringing transfer; Step S614: The switchboard service web Server refers to the switchboard transfer of the switchboard service AS, and the switchboard service AS calls the user C; Step S616: When the user C is ringing, the switchboard service AS direction The switchboard of the switchboard service releases the operator B, and connects the user A and the user C at the same time, so that the user A and the user C can talk. FIG. 7 is a second flowchart of a call forwarding method according to a preferred embodiment of the present invention. As shown in FIG. 7, UE A is any type of user, UE B is a Centrex switchboard service operator that the Web Client logs in, and UE C is a unified Centrex. The user in the service group is in the same group as the UE B. The process includes the following steps: Step S1: The UEA calls the switchboard number provided by a group of the Centrex service, that is, the UE A sends an invite request message to the switchboard service AS, and carries Media information of the UEA; Step S2, the switchboard service AS applies to the media server for playback, 183 to the UE A, and 183 carries the media information of the media server; Step S3, the switchboard service AS passes the message body of the internal R01 interface. The first field Funicid function number and the event number interface of the message report the call to the switchboard service Web Server. The Funcid function number of this call is filled in 1006 (the service server reports a new call request queue), and the event number is filled in 40010 (service report) The incoming call is in the waiting state, that is, the service server reports a new call incoming call, and the reported message carries the Slp of the call. Sessionld (session number), calling number, etc.; Step S4, the switchboard service Web Server returns a response message to the switchboard service AS, where the Funcid function number is filled in 1007 (indicating that UE A has been assigned to the operator), and also carries the SlpSessionld in the request message. (session number), the number identifier assigned to the operator, whether the queue is successfully identified, etc.; Step S5, after the operator UE B (the terminal that logs in to the web mode) accepts the call, the switchboard service Web Server sends a request message to the switchboard service AS, where Funcid The function number is filled in 1009 (indicating that the attendant accepts the call), the event number is filled in 59050 (indicating that the service attendant station is to process an incoming call), and also carries the SlpSessionld (session number), the calling number, the called number, etc.; Step S6, the switchboard The service AS returns a response message to the switchboard of the switchboard service, where the Funcid function number is filled in 1010 (indicating that the call is successfully accepted); Step S7, the number of the called operator is known according to the message carried in step S5, and the switchboard service AS sends the invite to the attendant. UE B; Steps S8~14, the operator UE B returns 200 ok of the INVITE to the switchboard service AS Should be, carrying the media information of the operator UE B, the switchboard service AS carries the media information of the operator UE B to the UEA through the UPDATE, the UEA carries the media information in the 200 OK response of the returned UPDATE, and the switchboard service AS provides the media message of the UEA through the ACK response. To the operator UE B, the user A and the operator UE B are in normal conversation; in step S15, the switchboard service AS reports the call state of the operator UE B and UEA to the switchboard of the switchboard service, wherein the Funcid function number is filled in 1004, where Phonestat is filled in. calling; Step S16~17, the switchboard service Web Server sends the R01 interface message with the Funidic function number 1013 (indicating the operator transfer) to the switchboard service AS, and the Mode (transfer type) in the message is filled in 2 (ringing transfer), the switchboard service The AS sends a 1014 response message to the switchboard of the switchboard service, and the message carries the Result (call result), the UE C to be transferred, and the like; in step S18~23, the switchboard service AS delivers the invite to the UE C, and the UE C responds with a ringback response. The switchboard service AS, when the switchboard service AS receives the ringing response 180, immediately releases the session between the UE A and the attendant UE B, that is, sends a BYE message to the operator UE B, and sends a 1004 interface message to the switchboard service Web server. Where Phonestat (call state) fills in the call end, the attendant UE B exits the entire call and becomes idle, and can accept other calls; Step S24~26, the switchboard service AS sends a REINVITE request to UE A, and UE A returns to Centrex AS. The 200 OK response of the REINVITE, carrying the media information of the UE A, the switchboard service AS requests the ringback tone from the media server, and returns the ring tone to the UE A through the ACK message; Steps S27~31, UE C The switchboard service AS returns the 200 OK response of the INVITE, and carries the media information of the UE C. The switchboard service AS sends a REINVITE request to the UE A, carrying the media information of the UE C, and the UE A returns a 200 OK response of the REINVITE to the switchboard service AS, carrying the UE A. The media information, the switchboard service AS then carries the media information of the UEA to the UEC through the ACK, and the UE C and the UE A complete the media negotiation and can normally talk. In another embodiment, software is also provided for performing the technical solutions described in the above embodiments and preferred embodiments. In another embodiment, a storage medium is provided, the software being stored, including but not limited to: an optical disk, a floppy disk, a hard disk, a rewritable memory, and the like. Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device so that they may be stored in the storage device by the computing device, or they may be separately fabricated into individual integrated circuit modules, or Multiple modules or steps are made into a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software. The above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

Claims

Claim

A call forwarding method, the steps performed by the web server include:

Receiving information of the calling party calling the switchboard number;

Assigning the calling user to an operator user, wherein the operator user logs in to the web server as a web client;

Receiving a called user number input through the webpage client;

An indication is sent to indicate that the call of the calling subscriber is transferred to the called subscriber number.

The method according to claim 1, wherein after the sending the indication information for instructing the call of the calling user to the called user number, the step performed by the web server further comprises: Receiving information for instructing the web server to release the attendant user, wherein the information is sent when the called user rings;

Release the attendant user.

3. The method of claim 1, wherein assigning the calling user to the attendant user comprises:

Assigning the calling user to an idle attendant user; or

The calling users are arranged in a queue of busy attendant users, and the attendant user is instructed to process the calling users in the queue in turn.

The method according to any one of claims 1 to 3, wherein the sending and receiving of the information of the web server is implemented by a message in the R01 interface.

5. A web server, comprising:

The first receiving module is configured to receive the information of the calling party calling the switchboard number; the assigning module is configured to allocate the calling user to the operator user, wherein the attendant user logs in to the web server as a webpage client Upper

a second receiving module, configured to receive a called user number input through the webpage client; And a sending module, configured to send indication information for instructing to transfer the call of the calling user to the called subscriber number. The web server according to claim 5, further comprising: a third receiving module, configured to receive information for instructing the web server to release the attendant user, wherein the information is in the called user Sent when ringing;

A release module is provided to release the attendant user. The web server according to claim 5, wherein the allocation module is configured to allocate the calling user to an idle operator user; or, to arrange the calling user to be arranged in a busy attendant user And in the queue, instructing the attendant user to process the calling user in the queue in turn. A call processing system, comprising: an application server, configured to perform call control, further comprising: the web server according to claim 5 or 7; and the webpage client, configured to log in to the web server, and Performing information interaction with the web server. The system according to claim 8, wherein the application server is configured to send a message to the web server to instruct the web server to release the operator when the called user is called to ring the called user. User information;

The web server is arranged to release the attendant user after receiving the information. The system according to claim 8 or 9, wherein the webpage client is a soft terminal.