WO2014032410A1 - Procédé, dispositif et système pour réaliser des communications par téléphone logiciel - Google Patents

Procédé, dispositif et système pour réaliser des communications par téléphone logiciel Download PDF

Info

Publication number
WO2014032410A1
WO2014032410A1 PCT/CN2013/070818 CN2013070818W WO2014032410A1 WO 2014032410 A1 WO2014032410 A1 WO 2014032410A1 CN 2013070818 W CN2013070818 W CN 2013070818W WO 2014032410 A1 WO2014032410 A1 WO 2014032410A1
Authority
WO
WIPO (PCT)
Prior art keywords
media
access device
agent
media access
agent terminal
Prior art date
Application number
PCT/CN2013/070818
Other languages
English (en)
Chinese (zh)
Inventor
冯丽军
Original Assignee
华为技术有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 华为技术有限公司 filed Critical 华为技术有限公司
Publication of WO2014032410A1 publication Critical patent/WO2014032410A1/fr

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1069—Session establishment or de-establishment
    • 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
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • Embodiments of the present invention relate to the field of network communications and, more particularly, to a method, apparatus, and system for implementing softphone communications.
  • a call center is a system that implements centralized user services based on existing communication technologies.
  • some components of the call center (such as the agent server) are clouded through virtualization technology, that is, cloud-based deployment of these components through virtualization technology is convenient for unification. And centralized deployment, management, and configuration.
  • the softphone In the cloud agent solution based on the Virtual Desktop Infrastructure (VDI), the softphone is deployed on the agent desktop of the agent server to implement the media communication function of the agent, and the agent server receives the self-seat terminal.
  • the media data is sent to the media access device and the media data received from the media access device is sent to the agent terminal.
  • the softphone receives the encoded media data (such as audio and video) for communication from the media access device, decodes the received media data, and transmits the data to the virtual desktop agent, and the virtual desktop agent (VDI Agent) receives the received data.
  • the decoded media data is re-encoded and transmitted to the agent terminal device. For example, the softphone decodes the received audio media data into a voice stream, and then transmits the voice stream to the agent terminal through the VDI protocol through the virtual desktop agent.
  • the virtual desktop agent needs to re-code the voice digital signal decoded by the agent server through the virtual sound card of the virtual machine. This leads to an increase in the delay of media data transmission and the resource overhead of the virtual machine; in addition, in the prior art, not only the virtual desktop agent and the agent terminal are not only
  • the transmission of media data for communication also requires the transmission of image data, web page data including lash, peripheral operation instructions, etc. When there is a large amount of data that needs to be processed and transmitted concurrently, the real-time performance of the media data for communication cannot be guaranteed. .
  • Embodiments of the present invention provide a method, device, and system for implementing softphone communication, which are used to reduce transmission delay and virtual machine resource overhead caused by transmitting media data through a server.
  • the first aspect provides a method for implementing softphone communication, where the method includes: the agent server receives a call request of the media access device, where the call request carries an IP address and a port number of the media access device;
  • the agent server sends a call response to the media access device, where the call response carries an IP address and a port number of the agent terminal connected to the agent server;
  • the agent server sends an IP address and a port number of the media access device to the agent terminal, and instructs the agent terminal to start transmitting media data, so that the agent terminal passes the IP address of the media access device. Transmitting, by the port number, the media data to the media access device and receiving media data sent by the media access device by using an IP address and a port number of the agent terminal.
  • the agent server sends an IP address and a port number of the media access device to the agent terminal, and instructs the agent terminal to start transmitting media data, specifically,
  • the agent server sends a first media control message to the agent terminal to indicate that the agent terminal starts to transmit media data, and the first media control message includes an IP address of the media access device and Port number; or,
  • the agent server sends a notification message carrying the IP address and the port number of the media access device to the agent terminal, and sends a second media control message to the agent terminal to indicate the agent after determining that the call starts.
  • the terminal starts to transfer media data.
  • the agent server sends an IP address and a port number of the media access device to the agent terminal, and After indicating that the agent terminal starts to transmit media data, the method further includes
  • the agent server sends a third media control message to the agent terminal after determining that the call ends, to instruct the agent terminal to stop transmitting media data.
  • a second aspect provides a method for implementing softphone communication, where the method includes: receiving, by an agent terminal, an IP address and a port number of a media access device sent by an agent server, and starting to transmit media data according to the instruction of the agent server ;
  • the transmission media data is: sending media data to the media access device by using an IP address and a port number of the media access device, and receiving media data sent by the media access device.
  • the agent terminal receives an IP address and a port number of the media access device sent by the agent server, and starts transmitting media data according to the indication of the media access device, specifically,
  • the agent terminal starts to transmit media data after receiving the first media control message sent by the agent server after determining that the call starts, where the first media control message includes an IP address and a port number of the media access device. And indicating that the agent terminal starts to transmit media data; or the agent terminal receives a notification message that is sent by the agent server and carries an IP address and a port number of the media access device, and receives the agent
  • the server starts transmitting media data after determining the second media control message sent after the call starts.
  • the agent terminal receives an IP address and a port number of the media access device sent by the agent server, and according to the media access After the device's indication begins to transfer media data, it also includes
  • the agent terminal stops transmitting the media data after receiving the third media control message sent by the agent server after determining that the call ends.
  • an agent server that implements softphone communication
  • the agent server includes a softphone signaling component
  • the softphone signaling component includes:
  • a media negotiation unit configured to receive a call request of the media access device, where the call request carries an IP address and a port number of the media access device, and is further configured to send a call to the media access device In response, the call response carries an IP address and a port number of the agent terminal to which the agent server is connected;
  • An indicating unit configured to send an IP address and a port number of the media access device to the agent terminal, and instruct the agent terminal to start transmitting media data, so that the agent terminal passes the IP address of the media access device Transmitting, by the port number, the media data to the media access device and receiving media data sent by the media access device by using an IP address and a port number of the agent terminal.
  • the indicating unit specifically includes:
  • a call start determining unit configured to determine a call start
  • a first media control message sending unit configured to send a first media control message to the agent terminal after the call start determining unit determines that the call starts to indicate that the agent terminal starts to transmit media data, where the first media control message is sent.
  • the indication unit further includes:
  • a call end determining unit configured to determine that the call ends
  • a second media control message sending unit configured to send a second media control message to the agent terminal after the end of the call is determined to indicate that the agent terminal stops transmitting media data.
  • a fourth aspect provides an agent terminal for implementing softphone communication, where the agent terminal includes a softphone media component, and the softphone media component includes:
  • a media transmission control unit configured to receive an IP address and a port number of the media access device sent by the agent server, and instruct the control media transmission unit to start transmitting the media data according to the indication of the media access device;
  • a media transmission unit configured to start transmitting media data according to the indication of the media transmission control unit, where the media data is sent to the media access device by using an IP address and a port number of the media access device according to the indication of the media transmission control unit Data and receiving media data sent by the media access device.
  • the media transmission control unit is configured to: after receiving the first media control message sent by the agent server after determining that the call starts, instruct the media transmission unit to start transmitting media data, The first media control message includes the media access device
  • the IP address and port number are used to instruct the agent terminal to start transmitting media data.
  • the media transmission control unit is further configured to: after receiving the second sent by the agent server after determining that the call ends After the media control message, the media transmission unit stops transmitting the media data, and the second media control message is used to indicate that the agent terminal stops transmitting the media data.
  • a system for implementing softphone communication includes: an agent server, configured to receive a call request of a media access device, where the call request carries an IP address of the media access device and a port number, the call response is sent to the media access device, where the call response carries an IP address and a port number of the agent terminal connected to the agent server, and sends the media access device to the agent terminal.
  • An agent terminal configured to receive an IP address and a port number of the media access device sent by the agent server, and send the IP address and port number of the media access device to the media access device according to the indication of the agent server Media data and receiving the media data sent by the media access device; the media access device, configured to send the call request to the agent terminal, and receive a call response sent by the agent server, The IP address and port number of the agent terminal send media data to the agent terminal and receive media data sent by the agent terminal.
  • the agent server is configured to receive a call request of the media access device, where the call request carries an IP address and a port number of the media access device, and send a call response to the media access device, where The call response carries an IP address and a port number of the agent terminal connected to the agent server, and sends a first media control message to the agent terminal to indicate that the agent terminal starts to transmit media data after determining that the call starts.
  • the first media control message includes the media access device Backup IP address and port number;
  • the agent terminal is configured to: after receiving the first media control message sent by the agent server after determining the start of the call, to the media access device by using an IP address and a port number of the media access device Transmitting media data and receiving media data sent by the media access device.
  • the agent server is further configured to send a second media control message to the agent terminal after determining that the call ends Instructing the agent terminal to stop transmitting media data;
  • the agent terminal is further configured to stop transmitting the media data after receiving the second media control message.
  • the agent server receives a call request that is sent by the media access device and carries the IP address and port number of the media access device, and sends the agent access terminal connected to the agent server to the media access device.
  • the IP address and the port number, and the IP address and port number of the media access device are sent to the agent terminal, and the agent terminal is instructed to start transmitting media data, so that the media for communication can be directly transmitted between the media access device and the agent terminal. Data, thereby reducing the transmission delay and virtual machine resource overhead caused by the transmission of media data through the agent server.
  • FIG. 1 is a schematic structural diagram of a system according to an embodiment of the present invention.
  • Embodiment 1 of the present invention is a schematic flow chart of a method provided by Embodiment 1 of the present invention.
  • Embodiment 3 is a schematic flow chart of a method provided by Embodiment 2 of the present invention.
  • FIG. 4A and FIG. 4B are schematic diagrams showing the structure of an agent server provided by Embodiment 3 of the present invention
  • FIG. 5 is a schematic structural diagram of another agent server provided by Embodiment 4 of the present invention
  • Schematic is a schematic structural diagram of another type of seating terminal according to Embodiment 6 of the present invention
  • FIG. 8 is a schematic structural diagram of a cloud seating call center system according to Embodiment 7 of the present invention.
  • FIG. 1 is a schematic structural diagram of a call center system according to an embodiment of the present invention.
  • the call center system includes a call center platform, an agent server, and an agent terminal, wherein a softphone signaling component is deployed on an agent desktop of the agent server.
  • the softphone media component is deployed on the agent terminal.
  • the call center platform includes a computer telephony integration (CTI) device and a media access device.
  • CTI computer telephony integration
  • the CTI device is configured to send a call request to the media access device, where the call request carries the agent number of the agent to be called. Specifically, after receiving the call request sent by the communication terminal outside the call center system, the agent is selected and the agent number corresponding to the agent number of the selected agent is determined, and then the call request carrying the agent number is sent.
  • the media access device may be an automatic call distribution (ACD) device, a universal access platform (UAP), etc., and is used to carry the call request sent by the CTI device and the call request.
  • ACD automatic call distribution
  • UAP universal access platform
  • the softphone signaling component of the agent server corresponding to the agent number performs signaling interaction, and performs media negotiation between the agent terminal and the media access device connected by the agent server through the signaling interaction process, and is used for the agent terminal
  • the softphone media components transfer media data between each other.
  • the media access device sends the media transmission information of the media access device to the softphone signaling component of the agent server, and the softphone signaling component of the agent server receives the The media transmission information is sent to the softphone media component of the agent terminal, and the media transmission information of the media access device includes an IP used by the media access device to receive the media data.
  • the address and the port number may further include a media type and a media format supported by the media access device;
  • the softphone signaling component of the agent server sends the media transmission information of the agent terminal to the media access device, where the agent
  • the media transmission information of the terminal includes an IP address and a port number used by the agent terminal to receive the media data, and may also include a media type and a media format supported by the agent terminal.
  • the medium access device and the softphone signaling component of the agent server perform signaling interaction through a SIP (Session Initiation Protocol), and media negotiation is performed through SDP information included in the SIP signaling.
  • the media access device and the softphone media component of the agent terminal transmit media data through an RTP (real-time transport protocol).
  • the softphone signaling component of the agent server is configured to perform signaling interaction with the media access device to implement media negotiation between the agent terminal and the media access device connected by the agent server, and is also used to determine the start of the call.
  • the softphone media component which instructs the agent terminal, then begins transmitting media data.
  • the softphone media component of the agent terminal is configured to transmit media data to and from the media access device.
  • the softphone signaling component on the agent server further includes a heartbeat client (HB client), and the softphone media component on the agent terminal further includes a heartbeat server (HB server).
  • the heartbeat client periodically sends a heartbeat message to the heartbeat server to maintain a TCP connection between the softphone signaling component and the softphone media component.
  • the agent server may further include an agent software for performing an agent check-in operation, and configured to send an association relationship between the agent number of the checked-in agent and the agent number (that is, the phone number corresponding to the agent) to the CTI.
  • Step 110 The media access device receives the call request.
  • the call request carries an agent number, and is used to call an agent corresponding to the agent number.
  • the media access device may be an ACD or a UAP.
  • Step 120 The media access device sends a call request to the agent server corresponding to the agent number.
  • the call request carries the media transmission information of the media access device, where the media transmission information of the media access device includes an IP address and a port number used by the media access device to receive the media data, and may also include the Media types (such as audio, video) and media formats (such as audio media format, video media format) supported by the media access device;
  • the media access device and the agent server exchange the SIP protocol, and the call request is specifically SIP INVITE signaling, specifically, the SDP information in the SIP INVITE signaling is carried.
  • the media transmits information.
  • the media access device sends the softphone signaling component to the agent server.
  • a component that performs signaling interaction (such as a media access device or an agent terminal).
  • Step 130 The agent server sends a call response to the media access device, where the call response carries media transmission information of the agent terminal connected to the agent server.
  • the media transmission information of the agent terminal includes an IP address and a port number used by the agent terminal to receive media data, and may further include a media type (such as audio, video) and a media format (such as an audio media format) supported by the agent terminal. , video media format).
  • a media type such as audio, video
  • a media format such as an audio media format
  • the IP address of the agent terminal may be pre-configured in the registry, and the port number of the agent terminal may be pre-configured in a configuration file, and the agent server may be in the registry before sending the call response.
  • the media type and the media format supported by the agent terminal may be pre-configured, and may be pre-configured in a configuration file on the agent server, or may be pre-configured in a configuration file on the agent terminal, where the agent
  • the server may acquire the pre-configured media type and media format before sending the call response, and add the acquired media type and media format to the call response.
  • the call response may be a final response or a temporary response, and the final response is specifically a response sent by the agent server after detecting an answer operation of the agent.
  • the media access device and the agent server are mutually exchanged by using a SIP protocol
  • the final response may be 200 OK signaling
  • the temporary response may be lxx signaling, such as 183 signaling. , 180 signaling, etc.
  • the media transmission information is carried by the SDP information in the 200 OK signaling or the lxx signaling.
  • Step 140 The agent server sends the media transmission information of the media access device to the agent terminal, and instructs the agent terminal to start receiving and transmitting media data.
  • the agent server obtains media transmission information of the media access device from the call request, and sends the media transmission information to the agent terminal.
  • the media transmission information includes an IP address and a port number of the media access device, and may also include a media type and a media format supported by the media access device. It should be noted that the agent server may send a part of the media transmission information included in the call request to the agent terminal, for example, the call request includes both the IP address and the port number of the media access device and the media access device. The supported media type and media format, the agent server can only send the IP address and port number of the media access device to the agent terminal.
  • the agent terminal is instructed to start receiving and transmitting media data after determining that the call starts.
  • the determining the start of the call may be, for example, detecting an answering operation of the agent, or receiving a final response confirmation (such as SIPACK) sent by the media access device.
  • the agent server sends a first media control message to the agent terminal after determining that the call starts, and the first media control message is used to instruct the agent terminal to start receiving and transmitting media data.
  • the agent server may carry the media transmission information of the media access device by using the first media control message, and may further send the media transmission information of the media access device to the The agent terminal resends the first media control message.
  • Step 150 The agent terminal and the media access device mutually transmit media data.
  • the agent terminal starts to transmit media data according to the instruction of the agent server, and specifically includes: sending media data to the media access device by using an IP address and a port number of the media access device, and receiving the media access
  • the device uses the IP address and the port number of the agent terminal to send the media data to the agent terminal, specifically, the port for receiving the media data receives the media data, and decodes and plays the received media data.
  • the media transmission information includes a media type and a media format supported by the media access device, and the media data sent by the agent terminal to the media access device is specifically media data that satisfies the media type and the media format.
  • the media transmission information that is sent by the agent server to the media access device includes a media type and a media format supported by the agent terminal, and the media that the media access device sends to the agent terminal
  • the data is specifically media data that satisfies the media type and the media format.
  • the agent terminal specifically sends and receives media data through a softphone media component of the agent terminal, where the softphone media component of the agent terminal is used under the control of the softphone signaling component of the agent server and other networks.
  • An entity (such as a media access device) performs media transmission.
  • the media data includes audio data and/or video data.
  • steps 160-170 are also included.
  • Steps 160-170 The agent server determines that the call ends, and sends a second media control message to the agent terminal to instruct the agent terminal to stop receiving and transmitting media data.
  • the determining of the end of the call may be, for example, detecting the operation of the agent hanging up, or receiving the call end signaling (such as SIP BYE) sent by the media access device.
  • the call end signaling such as SIP BYE
  • media data for communication can be directly transmitted between the media access device and the agent terminal, thereby reducing transmission delay and virtual machine resource overhead caused by transmitting media data through the agent server.
  • the agent server can notify the agent after determining that the call starts.
  • the terminal starts to receive and send media data, thereby avoiding various problems caused by the agent terminal being unable to accurately determine the call start time, for example, the resource waste caused by the port for receiving the media data is too early, and the port is too late to listen. Problems with media data loss.
  • the agent server can also notify the agent terminal to stop receiving and transmitting media data after determining that the call ends, thereby avoiding various problems caused by the agent terminal being unable to accurately determine the call end time, for example, at the end of the call. Waste of resources caused by continuous listening to the port.
  • FIG. 3 is a schematic flow chart of a method for implementing softphone communication according to Embodiment 2 of the present invention.
  • the protocol for communication between the media access device and the agent server is exemplified by the SIP protocol, and specifically, the H.323 protocol, the H.248 protocol, and the like.
  • Step 201 The agent logs in to the agent server through the agent terminal;
  • the agent logs in to the agent server through a virtual client (VDI client) on the agent terminal;
  • VDI client virtual client
  • Step 202 The agent server establishes a connection with the agent terminal.
  • the softphone signaling component of the agent server obtains the IP address of the agent terminal and the port number of the softphone media component of the agent terminal, and establishes a connection with the softphone media component of the agent terminal through the IP address and the port number. After performing the check-in operation, the agent server obtains the corresponding relationship between the agent's agent number and the agent number.
  • Step 204 The agent software of the agent server sends a correspondence between the agent number and the agent number to the CTI.
  • Step 205 The softphone signaling component of the agent server registers the agent number of the agent with the media access device;
  • Steps 206-207 After receiving the call request sent by the communication terminal outside the call center system, the CTI server selects the agent and determines the agent number corresponding to the agent number of the selected agent, and sends the call to the agent number to the media access device.
  • Step 209-211 After receiving the call request sent by the CTI, the media access device sends a call request SIP INVITE to the softphone signaling component of the agent server, where the call request carries the media transmission information of the media access device, and the media transmission information
  • the IP address and the port number of the media access device are included; the softphone signaling component of the agent server returns a call response 200 OK to the media access device after detecting the answering operation of the agent, where the call response carries the media transmission information of the agent terminal,
  • the media transmission information includes an IP address and a port number of the agent terminal; and the media access device returns a call response confirmation SIP ACK after receiving the call response.
  • a SIP call connection is established between the agent server and the media access device.
  • Step 213 After detecting the answering operation of the agent, the agent server sends a first media control message carrying the media transmission information of the media access device to the agent terminal, to instruct the agent terminal to start receiving and transmitting the media data.
  • Step 213 The media data is transmitted between the agent terminal and the media access device.
  • the agent terminal sends media data to the media access device by using an IP address and a port number of the media access device, where the media access device sends media data received from the agent terminal to the external device.
  • a communication terminal the media access device transmits media data received from the external communication terminal to the agent terminal by using an IP address and a port number of the agent terminal.
  • Steps 214-215 When the agent hangs up, the agent server detects the operation of the agent hanging up, and sends a SIP BYE signaling for ending the call to the media access device. After receiving the SIP BYE signaling, the media access device returns a 200 OK response to the agent terminal. .
  • Step 216 The agent server sends a second media control message to the agent terminal, and the agent terminal stops receiving and transmitting the media data after receiving the second media control message.
  • the agent server may send the second media control message to the agent terminal, and then send the SIP BYE signaling to end the call to the media access device.
  • the embodiment 3 of the present invention proposes a seat server 200.
  • the agent server 200 includes a softphone signaling component 210, and the softphone signaling component 210 includes a media negotiating unit 211 and an indicating unit 212.
  • the media negotiation unit 211 is configured to perform signaling interaction with the media access device to implement media negotiation between the agent terminal and the media access device connected by the agent server.
  • the media negotiation unit is configured to receive a call request from a media access device, where the call request carries media transmission information of the media access device, and is further configured to send a call response to the media access device, where The call response carries media transmission information of the agent terminal to which the agent server is connected.
  • the media transmission information of the media access device includes an IP address and a port number used by the media access device to receive the media data, and may also include a media type (such as audio and video) supported by the media access device.
  • a media format such as an audio media format, a video media format
  • the media transmission information of the agent terminal includes an IP address and a port number used by the agent terminal to receive the media data, and may further include a media type supported by the agent terminal. (such as audio, video) and media formats (such as audio media format, video media format).
  • the call response may be a final response or a temporary response, and the final response is specifically a response sent by the agent server after detecting an answer operation of the agent.
  • the media access device and the agent server communicate with each other through a SIP protocol.
  • the call request is specifically SIP INVITE signaling.
  • the media transmission information is carried by the SDP information in the SIP INVITE signaling; the final response may specifically be 200 OK signaling, and the temporary response may be specifically Specifically, the media transmission information is carried by the SDP information in the 200 OK signaling or the lxx signaling, for example, the 183 signaling, the 180 signaling, and the like.
  • the indication unit 212 is configured to send media transmission information of the media access device to the agent terminal and instruct the agent terminal to start receiving and transmitting media data.
  • the indication unit instructs the agent terminal to start receiving and transmitting media data after determining that the call starts.
  • the determining the start of the call may specifically be: detecting an answering operation of the agent, or receiving a final response confirmation (such as SIP ACK) sent by the media access device.
  • the indication unit 212 includes a call start determining unit 212-1. And the first media control message transmitting unit 212-2, and may further include a call ending determining unit 212-3 and a second media control message transmitting unit 212-4.
  • the call start determining unit 212-1 is configured to determine a start of a call, and the determining of the start of the call may be, for example, detecting an answering operation of the agent, or receiving a final response confirmation (such as SIPACK) sent by the media ending device.
  • a final response confirmation such as SIPACK
  • the first media control message sending unit 212-2 is configured to send a first media control message to the agent terminal after the call start determining unit 212-1 determines that the call starts, to instruct the agent terminal to start receiving and sending.
  • Media data, where the first media control message carries media transmission information of the media access device.
  • the call end determining unit 212-3 is configured to determine the end of the call, and the determining the end of the call may be: detecting the operation of the agent hanging up, or receiving the call end signaling sent by the media access device (such as SIP BYE) .
  • the second media control message sending unit 212-4 is configured to send a second media control message to the agent terminal after the call end determining unit 212-3 determines that the call ends, to indicate that the agent terminal stops receiving and sending. Media data.
  • media data for communication can be directly transmitted between the media access device and the agent terminal, thereby reducing transmission delay and virtual machine resource overhead caused by transmitting media data through the agent server.
  • Embodiment 3 of the present invention can be used to implement the method described in Embodiments 1-2 above.
  • an agent server 700 which includes:
  • a processor 710 a communications interface 720, a memory 730, and a bus 740.
  • the processor 710, the communication interface 720, and the memory 730 complete communication with each other via the bus 740.
  • the communication interface 720 is configured to communicate with a network element, such as an agent terminal, a media access device, and the like.
  • the processor 710 is configured to execute the program 732.
  • program 732 can include program code, the program code including computer operating instructions.
  • the processor 710 is a computer program for executing memory storage, and may be a central processing unit (CPU), which is a computer core unit.
  • CPU central processing unit
  • the memory 730 is configured to store the program 732.
  • Memory 730 may include high speed RAM memory and may also include non-volatile memory, such as at least one disk memory.
  • the program 732 may specifically include:
  • the media negotiation unit 732-1 is configured to receive a call request of the media access device, where the call request carries an IP address and a port number of the media access device, and is further configured to send a call response to the media access device, The call response carries an IP address and a port number of the agent terminal to which the agent server is connected;
  • the indicating unit 732-2 is configured to send an IP address and a port number of the media access device to the agent terminal, and instruct the agent terminal to start transmitting media data, so that the agent terminal passes the media access device
  • the IP address and port number send media data to the media access device and receive media data sent by the media access device through the IP address and port number of the agent terminal.
  • each unit in the program 732 refers to the corresponding unit in Embodiment 3 of the present invention, and details are not described herein.
  • the embodiment 5 of the present invention proposes a seat terminal 300.
  • the agent terminal 300 includes a softphone media component 310, and the softphone media component 310 includes a media transmission control unit 311 and a media transmission unit 312.
  • the media transmission control unit 311 is configured to receive media transmission information of the media access device sent by the agent server, and control the media transmission unit 312 to start receiving and transmitting media data according to the instruction of the agent server, and may also be used according to the agent server. Instructing the control media transmission unit to end receiving and transmitting media data.
  • the media transmission control unit is configured to receive the bearer sent by the agent server. After the first media control message of the media transmission information of the media access device, the control media transmission unit starts to receive and send the media data, where the first media control message is used to indicate that the agent terminal starts to receive and send media data; The transmission control unit is further configured to: after receiving the second media control message sent by the agent server, instruct the control media transmission unit to stop receiving and transmitting the media data, where the second media control message is used to indicate that the agent terminal stops receiving and Send media data.
  • the media transmission unit 312 is configured to send media data to the media access device and receive media data sent by the media access device. Specifically, the method is used to send media data to the media access device by using an IP address and a port number of the media access device, and configured to receive, by the media access device, an IP address and a port number sent by using the agent terminal. Media data.
  • media data for communication can be directly transmitted between the media access device and the agent terminal, thereby reducing transmission delay and virtual machine resource overhead caused by transmitting media data through the agent server.
  • Embodiment 5 of the present invention can be used to implement the method described in Embodiments 1-2 above.
  • an embodiment of the present invention provides a schematic diagram of a seat terminal 800.
  • the agent terminal 800 includes:
  • a processor 810 a communications interface 820, a memory 830, and a bus 840.
  • the processor 810, the communication interface 820, and the memory 830 complete communication with each other via the bus 840.
  • the communication interface 820 is configured to communicate with a network element, such as an agent server, a media access device, and the like.
  • the processor 810 is configured to execute the program 832.
  • program 832 can include program code, the program code including computer operating instructions.
  • the processor 810 is a computer program for executing memory storage, and may be a central processing unit (CPU), which is a computer core unit.
  • CPU central processing unit
  • the memory 830 is configured to store the program 831.
  • Memory 830 may contain high speed RAM memory, It may also include a non-volatile memory, such as at least one disk storage.
  • the program 831 may specifically include:
  • the media transmission control unit 831-1 is configured to receive an IP address and a port number of the media access device sent by the agent server, and control the media transmission unit to start transmitting the media data according to the indication of the media access device.
  • the media transmission unit 831-2 is configured to start to transmit the media data according to the control of the media transmission control unit, specifically, to access the media by using an IP address and a port number of the media access device according to the indication of the media transmission control unit.
  • the device sends the media data and receives the media data sent by the media access device.
  • each unit in the program 831 refers to the corresponding unit in Embodiment 5 of the present invention, and details are not described herein.
  • Embodiment 7 of the present invention proposes a system for realizing softphone communication.
  • the system for implementing softphone communication includes a seat terminal 410, an agent server 420, and a medium access device 430.
  • the agent server is configured to receive a call request sent by the media access device, where the call request carries the media transmission information of the media access device, where the media transmission information of the media access device includes the media access
  • the IP address and port number used by the device to receive the media data and may also include media types (such as audio and video) and media formats (such as audio media format and video media format) supported by the media access device;
  • the media access device sends a call response, where the call response carries media transmission information of the agent terminal connected to the agent server, and the media transmission information of the agent terminal includes an IP address used by the agent terminal to receive media data.
  • a port number which may further include a media type (such as audio, video) and a media format (such as an audio media format, a video media format) supported by the agent terminal, and configured to send the media access device to the agent terminal.
  • the media transmits information and instructs the agent terminal to start transmitting media data.
  • the agent terminal is configured to receive media transmission information of the media access device sent by the agent server, and send the media access device to the media access device by using an IP address and a port number of the media access device according to the indication of the agent server Media data and receiving the media data sent by the media access device; the media access device, configured to send the call request to the agent terminal, and receive a call response sent by the agent server, The IP address and port number of the agent terminal send media data to the agent terminal and receive media data sent by the agent terminal.
  • the agent server is configured to receive a call request of the media access device, where the call request carries an IP address and a port number of the media access device, and sends a call response to the media access device.
  • the call response carries an IP address and a port number of the agent terminal connected to the agent server, and sends a first media control message to the agent terminal to indicate that the agent terminal starts to transmit media data after determining that the call starts.
  • the first media control message includes an IP address and a port number of the media access device, where the agent terminal is specifically configured to: after receiving the first media control sent by the agent server after determining that the call starts After the message, the media data is sent to the media access device by using the IP address and port number of the media access device, and the media data sent by the media access device is received.
  • the agent server is further configured to send a second media control message to the agent terminal after the end of the call, to indicate that the agent terminal stops transmitting media data; and the agent terminal is further configured to receive The transmission of the media data is stopped after the second media control message.
  • the disclosed systems, devices, and methods may be implemented in other ways.
  • the device embodiments described above are merely illustrative.
  • the division of the unit is only a logical function division.
  • there may be another division manner for example, multiple units or components may be combined or Can be integrated into another system, or some features can be ignored, or not executed.
  • the coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection through some interface, device or unit, and may be electrical, mechanical or otherwise.
  • the components displayed for the unit may or may not be physical units, ie may be located in one place, or may be distributed over multiple network units. Some or all of the units may be selected according to actual needs to achieve the objectives of the solution of the embodiment.
  • each functional unit in each embodiment of the present invention may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the functions, if implemented in the form of software functional units and sold or used as separate products, may be stored in a computer readable storage medium.
  • the technical solution of the present invention which is essential or contributes to the prior art, or a part of the technical solution, may be embodied in the form of a software product, which is stored in a storage medium, including
  • the instructions are used to cause a computer device (which may be a personal computer, server, or network device, etc.) to perform all or part of the steps of the methods described in various embodiments of the present invention.
  • the foregoing storage medium includes: a U disk, a removable hard disk, a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk, and the like, which can store program codes. .

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Computer Networks & Wireless Communication (AREA)
  • General Business, Economics & Management (AREA)
  • Multimedia (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

L'invention concerne un procédé, un dispositif et un système permettant de réaliser des communications par téléphone logiciel. Le procédé met en œuvre une extrémité de desserte d'agent qui reçoit une demande d'appel d'un dispositif d'accès multimédia, la demande d'appel devant comporter l'adresse IP et le numéro de port du dispositif d'accès multimédia; l'extrémité de desserte de l'agent envoie une réponse au dispositif d'accès multimédia, la réponse comportant l'adresse IP et le numéro de port d'un terminal d'agent connecté à l'extrémité de desserte de l'agent ; et l'extrémité de desserte de l'agent envoie l'adresse IP et le numéro de port du dispositif d'accès multimédia au terminal de l'agent et donne des instructions au terminal de l'agent afin de démarrer la transmission des données multimédia de façon à permettre au terminal de l'agent d'envoyer les données multimédia au dispositif d'accès multimédia par l'intermédiaire de l'adresse IP et du numéro de port du dispositif d'accès multimédia et de recevoir les données multimédia envoyées par le dispositif d'accès multimédia par l'intermédiaire de l'adresse IP et du numéro de port du terminal de l'agent. Selon des modes de réalisation de la présente invention, les données multimédia utilisées pour des communications peuvent être directement transmises entre le dispositif d'accès multimédia et le terminal de l'agent, ce qui réduit le retard de temps de transmission et l'en-tête de ressource de machine virtuelle dus à la transmission des données multimédia via l'extrémité de desserte de l'agent.
PCT/CN2013/070818 2012-08-29 2013-01-22 Procédé, dispositif et système pour réaliser des communications par téléphone logiciel WO2014032410A1 (fr)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201210312650.0 2012-08-29
CN201210312650.0A CN103634486B (zh) 2012-08-29 2012-08-29 一种实现软电话通信的方法、设备和系统

Publications (1)

Publication Number Publication Date
WO2014032410A1 true WO2014032410A1 (fr) 2014-03-06

Family

ID=50182430

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2013/070818 WO2014032410A1 (fr) 2012-08-29 2013-01-22 Procédé, dispositif et système pour réaliser des communications par téléphone logiciel

Country Status (2)

Country Link
CN (1) CN103634486B (fr)
WO (1) WO2014032410A1 (fr)

Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101098243A (zh) * 2007-06-26 2008-01-02 中兴通讯股份有限公司 一种座席软电话的实现系统及其实现方法
CN102611809A (zh) * 2012-03-29 2012-07-25 华为技术有限公司 呼叫处理方法和控制装置、自动呼叫分配装置和座席终端

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101098243A (zh) * 2007-06-26 2008-01-02 中兴通讯股份有限公司 一种座席软电话的实现系统及其实现方法
CN102611809A (zh) * 2012-03-29 2012-07-25 华为技术有限公司 呼叫处理方法和控制装置、自动呼叫分配装置和座席终端

Also Published As

Publication number Publication date
CN103634486B (zh) 2016-12-21
CN103634486A (zh) 2014-03-12

Similar Documents

Publication Publication Date Title
US10798138B2 (en) Instant calling method, apparatus and system
EP2712146B1 (fr) Procédé et dispositif de transmission de données de flux multimédia dans un système informatique en nuage
WO2019184987A1 (fr) Procédé d'accès à un ims et appareil de communication
US10097693B2 (en) Managing data streams for a communication network
EP3185524B1 (fr) Procédé de traitement d'appels et appareil de commande, appareil de distribution automatique d'appels et terminal d'agent
US9602553B2 (en) Method, apparatus, and system for implementing VOIP call in cloud computing environment
US20130091291A1 (en) Method and apparatus for improving voice or video transmission quality in cloud computing mode
JP2007020000A (ja) Ｓｉｐサーバ、端末装置、加入者情報管理装置、通信制御方法
JP5269615B2 (ja) 無線通信装置およびその制御方法
WO2017173903A1 (fr) Procédé de mise en oeuvre d'appel vidéo, terminal et support de stockage informatique
WO2015127813A1 (fr) Procédé de commande d'enregistrement, serveur sip et serveurs d'enregistrement
WO2009094940A1 (fr) Appareil et procédé de renégociation de capacités multimédias
US20200186636A1 (en) Enabling call transfer using headset
CN106921625A (zh) 多媒体业务处理系统、数据发送和接收方法以及终端
WO2014032410A1 (fr) Procédé, dispositif et système pour réaliser des communications par téléphone logiciel
WO2014056387A1 (fr) Procédé, système et dispositif pour transférer une session de conversation sous forme de texte, et client d'agent
US9124693B2 (en) Method and system for on-hold messaging for off network calls
WO2016183774A1 (fr) Procédé, dispositif, et système d'enregistrement d'appel
WO2015131533A1 (fr) Procédé d'enregistrement, serveur de commande d'appel et système d'enregistrement
WO2017032108A1 (fr) Procédé de communication vidéo, dispositif de réseau, terminal et système
WO2010145334A1 (fr) Procede et systeme de commande de ressources de qualite de service par negociation d'interface porteuse
WO2016029820A1 (fr) Procédé, système et dispositif de traitement de service
WO2014194782A1 (fr) Procédé de planification de service, système, terminal et support d'informations basés sur un système de regroupement
KR101507369B1 (ko) 모바일 인터넷 전화 서버 시스템, 모바일 인터넷 전화 서비스를 위한 위치 정보 제공 방법 및 이를 위한 장치
WO2011137867A2 (fr) Procédé et dispositif de communication

Legal Events

Date Code Title Description
121 Ep: the epo has been informed by wipo that ep was designated in this application

Ref document number: 13832637

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 13832637

Country of ref document: EP

Kind code of ref document: A1