WO2013082894A1 - Procédé de transfert d'appel d'opérateur et serveur d'application de service de standard téléphonique - Google Patents

Procédé de transfert d'appel d'opérateur et serveur d'application de service de standard téléphonique Download PDF

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Publication number
WO2013082894A1
WO2013082894A1 PCT/CN2012/072514 CN2012072514W WO2013082894A1 WO 2013082894 A1 WO2013082894 A1 WO 2013082894A1 CN 2012072514 W CN2012072514 W CN 2012072514W WO 2013082894 A1 WO2013082894 A1 WO 2013082894A1
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Prior art keywords
user
call
switchboard service
switchboard
application server
Prior art date
Application number
PCT/CN2012/072514
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English (en)
Chinese (zh)
Inventor
屈天喜
沈世元
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中兴通讯股份有限公司
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Publication of WO2013082894A1 publication Critical patent/WO2013082894A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems

Definitions

  • the present invention relates to the field of intelligent network communication under the IMS (IP Multimedia Subsystem, IP Multimedia Subsystem) and NGN (Next Generation Network) networks, and more particularly to an operator call transfer method and a switchboard service application server.
  • IMS IP Multimedia Subsystem
  • IP Multimedia Subsystem IP Multimedia Subsystem
  • NGN Next Generation Network
  • the Centrex (Central Exchange, Centralized User Switch) service divides some users into a basic user group on the switch of a telephone office or a telecom company, and provides various functions of the user-specific switch to the user group, while also providing some unique features. Service features. However, there is no actual private switch in this user group. All the hardware required for the Centrex service is in the switch of the telephone office or the telecommunication company. The internal and external exchange of users is concentrated in the switch of the telephone office or the telecommunication company. Therefore, Centrex is also known as a virtual subscriber switch.
  • the Centrex business network is flexible and can easily increase or decrease capacity. It is widely used in group users such as factories and mines, universities, government agencies, group companies, hotels, hospitals, financial institutions.
  • the number corresponding to the switchboard of the group user of the Centrex service is called the Main Number, also called the switchboard number.
  • the Centrex business includes extension services and switchboard services, and the switchboard business includes the inbound and outbound processes.
  • the incoming call process means that the user inside and outside the group dials the switchboard number to trigger the switchboard service.
  • the service chooses to call one of the attendants according to a certain policy. After the attendant answers the call, the service bridges the call between the caller and the attendant; the outgoing call process, that is, the caller is called out.
  • the switchboard service is triggered.
  • the service first calls the attendant. After the attendant picks up the phone, the caller calls the called party.
  • the called party's caller ID number is the switchboard number. After the called party picks up the phone, the service bridges the call with the called party.
  • PSTN Public Switched Telephone Network
  • GSM Global System for Mobile Communications
  • Code Division Multiple Access Code Division Multiple Access
  • IADs integrated access devices
  • IPs network protocols
  • video terminals video terminals.
  • the system for implementing the Centrex service includes: an operator WEB client, a switchboard Web server (SWS), an application server (Application Server, abbreviated as AS), and a media resource server (Media Resource). Server, referred to as MRS) and User Equipment (UE).
  • the system has the function of Click To Dial (CTD) service.
  • CTD Click To Dial
  • the topology structure of the IP Multimedia Subsystem (IMS) or the Next Generation Network (NGN) is hidden in Figure 1.
  • the AS, MRS, and UE are in the IMS or NGN network.
  • the operator WEB client is a device provided to the operator for initiating a call or performing call control, such as a personal computer (PC), a third-generation mobile communication technology (3rd-Generation, referred to as 3G) terminal, and the like;
  • PC personal computer
  • 3G third-generation mobile communication technology
  • the SWS is used to provide HyperText Transfer Protocol (HTTP) service functions such as user login, call number filling, call control, and information display interface.
  • HTTP HyperText Transfer Protocol
  • the AS is used to provide the functions of the underlying switchboard services, such as call control, status report, and bill generation.
  • MRS is used to provide voice media, which can be implemented by Media Server (abbreviated as MS).
  • MS Media Server
  • the UE is used for the call of the user in the group, and the specific physical device may be: a fixed telephone, a mobile phone or a video terminal.
  • the operator between the WEB client and the SWS is called HTTP service, using HTTP;
  • the inter-server communication between the SWS and the AS uses an application layer protocol.
  • the application layer protocol can use an Extensible Markup Language (XML) according to specific needs. If you do not use the application layer protocol, you can customize the Transmission Control Protocol (TCP) message body, such as using R01 internal communication, that is, through the message in R01.
  • TCP Transmission Control Protocol
  • the first field of the body Funid (function number), to distinguish different operations, and to report the status of the business;
  • the call is made between the AS and the MRS or the UE through the media negotiation protocol.
  • the AS and the UE communicate with each other.
  • the SIP and the Media Gateway Control Protocol (MGCP) are usually used between the AS and the MRS, depending on the MRS.
  • the media negotiation is performed between the UE and the MRS according to the codec format, the transceiver port, and the bandwidth transmission rate of the media packet at the time of the call, and the media stream is transmitted.
  • UE User Equipment
  • Switchboard Switchboard Application Server
  • AS Provides the underlying business capabilities, such as: call control and other functions;
  • MRS generally MS, used to provide voice media capabilities, such as playing a call hold tone to the held party user during call hold;
  • SWS Provides complex logical processing of the web background, which can trigger the SLP (Service Location Protocol) main service according to the operation of the console WEB client; realize the console queue function, and can distribute traffic according to the established queuing strategy.
  • the incoming message, and the SLP service interact with the R01 message.
  • the Switchboard Web Client is a soft terminal that has the function of communicating with SWS.
  • the attendants in the Centrex switchboard business use the Web to log in through the client.
  • the so-called operator turns blindly, that is, the user dials the converged switchboard number and selects the manual service.
  • the direct transfer is forwarded to an extension number (no need to hear the extension ringing)
  • the station directly exits the session), and the extension number of the extension should be The number of the electric user.
  • the extension answers it can talk to the incoming caller normally. Since the attendant has logged out when there is no call forwarding to the destination user, this method cannot guarantee that every call transfer will succeed.
  • the so-called operator asks for the incoming call, which means that the user dials the attendant station number and selects the manual service. After an attendant connects the incoming call, according to the information provided by the user, call an extension number; after the extension answers and gets its permission, the attendant will The incoming caller connects to the extension and then exits the session.
  • this method needs to let the original calling user listen to the call holding tone before the caller transfers the call to the destination user and ends the call with the destination user. If the time is long, the original calling user may wait for no patience. Hang up directly.
  • the destination user does not have to go off-hook, even if he is off-hook, he may not be willing to talk to the original calling party.
  • the operator is difficult to control under such circumstances; and if the destination user does not pick up the phone, it is not conducive to the operator resources. The release, which in turn affects the efficiency of the call forwarding service.
  • the present invention provides a method for call forwarding of an operator, which is applied to a centralized user switch (Centrex) switchboard service, including:
  • the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
  • the switchboard service application server releases the session between the operator performing the call transfer and the calling user, and the caller and the destination user are connected.
  • the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the summarizing service application server sends a BYE message to the attendant.
  • the method further includes: when the destination user answers, the switchboard service application server further sends a notification message indicating that the call between the attendant and the destination user has ended to the switchboard service web server. After receiving the notification message, the switchboard service web server knows that the operator has become idle.
  • the connecting the calling user and the destination user including:
  • the switchboard service application server sends a re-invitation (REINVITE) to the destination user. Soliciting, the session description protocol (SDP) information of the calling user is carried;
  • SDP session description protocol
  • the called user returns a 200 OK response for the REINVITE request to the switchboard service application server, where the SDP information of the called user is carried;
  • the device After the 200 OK response of the switchboard service application server, the device sends an acknowledgement (ACK) response to the calling user, where the SDP information of the called user is carried;
  • ACK acknowledgement
  • the calling user and the called user complete a normal call after completing media negotiation.
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the present invention provides a switchboard service application server for use in a centralized subscriber exchange (Centrex) switchboard service, including:
  • a switching module configured to: call the destination user according to an indication of a switchboard service web server during a call transfer process
  • the call connection module is configured to: when the destination user answers, release a session between the operator performing the call transfer and the calling user, and connect the calling user and the destination user.
  • the call connection module is configured to: release a session between the operator and the calling user who performs the current call transfer, including: sending a BYE message to the operator.
  • the switchboard service application server further includes:
  • the response module is configured to: when the destination user answers, send a notification message to the switchboard service web server indicating that the call between the attendant and the destination user has ended.
  • the call connection module is configured to: connect the calling user and the destination user, and include: sending a REINVITE request to the destination user, where the session description protocol of the calling user is carried SDP) information; after receiving the 200 OK response for the REINVITE request returned by the called user, sending an acknowledgement (ACK) response to the calling user; wherein the 200 OK response carries the The SDP information of the called user, where the ACK response carries the SDP information of the called user.
  • SDP session description protocol of the calling user
  • ACK acknowledgement
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the embodiment of the present invention belongs to a B2B (back-to-back) call type service. With the rise of the 3G network, the convergence of the CS (Circuit Switch Domain) and the PS (Packet Switch) network makes the service have a broad Application prospects and usage space.
  • the advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.
  • Figure 1 shows the structure of the system network element for implementing the Centrex service
  • FIG. 2 is a flowchart of a method for implementing call forwarding of an operator in an embodiment of the present invention
  • FIG. 4 is a block diagram of a switchboard service AS in an embodiment of the present invention.
  • the call forwarding method based on the Centrex switchboard service in this embodiment belongs to the service after the call, and the meaning is that when any user A calls the switchboard number, the switchboard service is assigned to an idle attendant, and the attendant and the A call. After that, the user's consent is transferred to the user C. When the C is answered, the switchboard service AS releases the attendant and connects the call between C and A. In this paper, this service can be referred to as the answering and forwarding service.
  • a method for operator call forwarding is applied to the Centrex switchboard service, including:
  • the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
  • the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the caller and the destination user are connected.
  • the embodiment is implemented in the Centrex switchboard service, and is implemented as a functional module of the switchboard service. As shown in Figure 2, the following steps are included:
  • Step 1 Any type of user A calls the switchboard number provided by a group in the Centrex switchboard business;
  • Step 2 The switchboard service AS applies to the MRS to play a predefined prompt tone (such as a welcome word, etc.) for the user A;
  • a predefined prompt tone such as a welcome word, etc.
  • Step 3 The switchboard service AS reports the incoming call status of user A to the SWS, that is, the switchboard service AS tells the SWS that the user A calls in, so that the SWS displays the related message on the interface of the operator WEB client corresponding to the queued operator:
  • Step 4 The SWS assigns the user A to a registered and idle attendant B, and the SWS notifies the switchboard service AS that the user A plays the user queue waiting tone, and the switchboard service AS notifies the MRS that the user A plays the user queue waiting tone;
  • Step 5 After the operator B accepts, the user A and the attendant B make a call, and the switchboard service AS records the call related information of the user A and the attendant B, including the phone number, the session number, the SDP (Session Description Protocol) information, and the like.
  • the SDP information includes an IP address, a port number, an audio and video capability, and an encoding format.
  • Step 6 The operator B enters the number of the transfer destination to the destination user C on his operator WEB client, and clicks the answer transfer button;
  • Step 7 The SWS indicates the switchboard service AS performs the call transfer, the switchboard service AS calls the destination user C;
  • Step 8 While the destination user C answers, the switchboard service AS reports the message to the SWS to release the attendant B, and simultaneously connects the user A and the user C, so that the user A and the user C can talk.
  • UE A is any type of user
  • UE B is a Centrex switchboard service attendant logged in through the operator WEB client
  • UE C is any type of user.
  • the implementation method of the call forwarding function in the Centrex switchboard service, the specific signaling process is as follows:
  • Step 301 The UE A 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, where the SDP of the UE A is carried.
  • Information the SDP information mainly includes: UE A's IP address, port number, audio and video capabilities, and encoding format and other related media information;
  • Step 302 The switchboard service AS applies to the media resource server for playback, and the UE protocol is played by the SIP protocol signaling 183.
  • the SIP protocol signaling 183 carries the SD information of the media resource server, and the SDP information mainly includes: Relevant media information such as the server's IP address, port number, audio and video capabilities, and encoding format;
  • Step 303 The switchboard service AS reports the call to the SWS through the function number of the message body in the internal R01 interface and the event number interface of the message, for example, the Funidid function number of the call is filled in 1006 (indicating that the switchboard service has reported a new call request queue), The event number is filled in 40010 (indicating that the service is reporting a call in the waiting state, that is, the switchboard service has reported a new call incoming), and the report message also carries the SlpSessionld (session number), the calling number, etc. allocated for the call. ;
  • Step 304 The SWS 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 carried in the request message, the assigned operator's number identifier and whether to queue Successful identification, etc.;
  • Step 305 After the operator A is notified that the operator B (login to the client by Web) accepts the call, the SWS sends a request message to the switchboard service AS, where the Funcid function number is filled in 1009 (indicating that the operator has accepted the call), and the event number is filled in 59050 ( Indicates that the service console is to handle an incoming call), and also carries the SlpSessionld (session number), the calling number, the number of the attendant user B, etc. of the session;
  • Step 306 The switchboard service AS sends a response message to the switchboard Web server, such as
  • Step 307 After knowing the number of the called operator user B according to the message carried in step 305, the switchboard service AS sends an INVITE message to the attendant user B;
  • Steps 308-311 The attendant user B returns a 200 OK response to the INVITE message to the switchboard service AS, where the SDP information of the operator B is carried, and the switchboard service AS carries the SDP information of the operator B to the UE A through the UPDATE message.
  • the UE A carries the SDP information of the terminal in the returned 200 OK response for the UPDATE message, and the switchboard service AS provides the SDP information of the UE A to the operator B through the ACK response, so that the user A and the operator use User B can talk normally;
  • Step 312 The switchboard service AS reports the call state of the operator B and the user A to the SWS, for example, the Funcid function number is filled in 1004, and the Phonestat (call state) is filled in the call.
  • the SWS can send the call status to the operator Web client where the operator B is located, and the client can display the call status to the operator to prompt the attendant to the current call state;
  • Step 313 314 The SWS sends the R01 interface message with the Funidic function number 1013 (indicating the operator transfer) to the switchboard service AS.
  • the Mode (transfer type) in the message is filled with 0 (indicating the call transfer), and the switchboard service AS is directed to the SWS.
  • the message carries the Result (call result), the number of the destination user C to be transferred, and the like; wherein, the value of the Result field indicates the response result of the AS to the answer transfer sent by the SWS, such as 0. If the response is successful, the AS will perform the operation related to the call forwarding and continue the subsequent process. If 1 indicates a failure response, the AS does not answer the call because the system is busy, and the process of receiving the transfer ends.
  • Step 315 318 After receiving the response message indicating the successful response, the AS sends an invite message to the destination user C, and the destination user C replies to the response message to the switchboard service AS.
  • the switchboard service AS receives the off-hook response 200 for the invite sent by the destination user C, immediately releases the session between the UE A and the operator B, that is, sends a BYE message to the operator B, and sends an interface message to the SWS. If the Funcid function number is 1004, where the value carried in the Phonestat indicates that the call is over, the operator B exits the entire call and becomes idle, and can accept other calls;
  • Step 319 321 The switchboard service AS sends a REINVITE request to the UE A, where the SDP information of the UE C is carried, and the UE A returns a 200 OK response to the REINVITE request to the switchboard service AS, where the SDP information of the UE A is carried.
  • the AS receives the SDP information of the UE A through the ACK (acknowledgement) response to the UE C.
  • the UE C and the UE A can complete the media negotiation and can normally talk.
  • the present invention also discloses a switchboard service application server. As shown in FIG. 4, the server includes: a transit module, configured to call the target user according to an indication of a switchboard service server during a call transfer process;
  • a call connection module configured to release the call forwarding when the destination user answers The session between the operator and the calling user continues the calling user and the destination user.
  • the call connection module is configured to release a session between the operator and the calling user who performs the call transfer, including:
  • the call connection module is configured to send a BYE message to the operator.
  • the switchboard service application server further includes:
  • the response module is configured to send, to the switchboard service web server, a notification message indicating that the call between the attendant and the destination user has ended when the destination user answers.
  • the call connection module is configured to connect the calling user and the destination user, and the method includes: the call connection module is configured to send a REINVITE request to the destination user, where the calling user is carried
  • the session description protocol (SDP) information is further configured to: after receiving the 200 OK response for the REINVITE request returned by the called user, send an acknowledgement (ACK) response to the calling user;
  • the OK response carries the SDP information of the called user, and the ACK response carries the SDP information of the called user.
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the present invention uses the calling party to call the switchboard number, and after an attendant answers the caller number, if the calling user has a request to transfer to another user, the attendant enters the destination subscriber number on the WEB client, and the AS calls.
  • the destination user when the destination user picks up the phone, the attendant exits the call, and the AS bridges the call between the calling user and the destination user. Realize the effect of the attendant answering the transfer call.
  • the embodiment of the present invention belongs to a B2B (back-to-back) call type service.
  • B2B back-to-back
  • CS Circuit Switch Domain
  • PS Packet Switch
  • the advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé de transfert d'appel d'opérateur et un serveur d'application de service de standard téléphonique, appliqués dans un service de standard téléphonique à échange central (Centrex). Le procédé comprend les opérations suivantes : dans un processus de transfert d'appel, un serveur d'application de service de standard téléphonique appelle un utilisateur cible selon une instruction d'un serveur Internet de service de standard téléphonique; lorsque l'utilisateur cible répond, le serveur d'application de service de standard téléphonique libère une conversation entre un opérateur transférant l'appel et un utilisateur appelant, et connecte l'utilisateur appelant et l'utilisateur cible. Dans la présente invention, après l'appel, l'opérateur peut transférer directement l'appel à un utilisateur spécifié sans réaliser un processus d'interrogation, et durant le processus de transfert d'appel, une fois que l'utilisateur appelé décroche le téléphone et répond, l'opérateur peut immédiatement sortir de l'appel, de telle sorte que l'opérateur peut continuer à être dans un état au repos et traiter un nouvel appel.
PCT/CN2012/072514 2011-12-06 2012-03-19 Procédé de transfert d'appel d'opérateur et serveur d'application de service de standard téléphonique WO2013082894A1 (fr)

Applications Claiming Priority (4)

Application Number Priority Date Filing Date Title
CN201110400926 2011-12-06
CN201110400926.6 2011-12-06
CN 201210037177 CN103152494A (zh) 2011-12-06 2012-02-17 一种话务员呼叫转接的方法和总机业务应用服务器
CN201210037177.X 2012-02-17

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CN104333667B (zh) * 2013-07-22 2017-04-12 深圳中兴网信科技有限公司 一种确定话务状态的方法及装置
CN105681603B (zh) * 2014-11-21 2019-04-26 华为软件技术有限公司 一种呼叫中心坐席终端通话故障处理的方法和装置
CN107567001A (zh) * 2016-06-30 2018-01-09 中兴通讯股份有限公司 一种实现呼叫驻留的方法、应用服务器和系统
CN108616485B (zh) * 2016-12-09 2020-11-10 中兴通讯股份有限公司 一种基于融合设备的通信方法和设备

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