WO2015043197A1 - 视频监控方法、监控服务器及监控系统 - Google Patents

视频监控方法、监控服务器及监控系统 Download PDF

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Publication number
WO2015043197A1
WO2015043197A1 PCT/CN2014/077343 CN2014077343W WO2015043197A1 WO 2015043197 A1 WO2015043197 A1 WO 2015043197A1 CN 2014077343 W CN2014077343 W CN 2014077343W WO 2015043197 A1 WO2015043197 A1 WO 2015043197A1
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WIPO (PCT)
Prior art keywords
video
playback
information
agent
real
Prior art date
Application number
PCT/CN2014/077343
Other languages
English (en)
French (fr)
Inventor
孟越涛
晏强
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
Priority to JP2016517402A priority Critical patent/JP2016539521A/ja
Publication of WO2015043197A1 publication Critical patent/WO2015043197A1/zh
Priority to US15/082,525 priority patent/US20160212504A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/80—Generation or processing of content or additional data by content creator independently of the distribution process; Content per se
    • H04N21/85—Assembly of content; Generation of multimedia applications
    • H04N21/854—Content authoring
    • H04N21/8545—Content authoring for generating interactive applications
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
    • H04N21/21—Server components or server architectures
    • H04N21/218—Source of audio or video content, e.g. local disk arrays
    • H04N21/21805—Source of audio or video content, e.g. local disk arrays enabling multiple viewpoints, e.g. using a plurality of cameras
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
    • H04N21/21—Server components or server architectures
    • H04N21/218—Source of audio or video content, e.g. local disk arrays
    • H04N21/2187—Live feed
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/20—Servers specifically adapted for the distribution of content, e.g. VOD servers; Operations thereof
    • H04N21/23—Processing of content or additional data; Elementary server operations; Server middleware
    • H04N21/234—Processing of video elementary streams, e.g. splicing of video streams or manipulating encoded video stream scene graphs
    • H04N21/2343—Processing of video elementary streams, e.g. splicing of video streams or manipulating encoded video stream scene graphs involving reformatting operations of video signals for distribution or compliance with end-user requests or end-user device requirements
    • H04N21/234363—Processing of video elementary streams, e.g. splicing of video streams or manipulating encoded video stream scene graphs involving reformatting operations of video signals for distribution or compliance with end-user requests or end-user device requirements by altering the spatial resolution, e.g. for clients with a lower screen resolution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
    • H04N21/47202—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content for requesting content on demand, e.g. video on demand
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
    • H04N21/47205—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content for manipulating displayed content, e.g. interacting with MPEG-4 objects, editing locally
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/40—Client devices specifically adapted for the reception of or interaction with content, e.g. set-top-box [STB]; Operations thereof
    • H04N21/47—End-user applications
    • H04N21/472—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content
    • H04N21/47217—End-user interface for requesting content, additional data or services; End-user interface for interacting with content, e.g. for content reservation or setting reminders, for requesting event notification, for manipulating displayed content for controlling playback functions for recorded or on-demand content, e.g. using progress bars, mode or play-point indicators or bookmarks
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/60—Network structure or processes for video distribution between server and client or between remote clients; Control signalling between clients, server and network components; Transmission of management data between server and client, e.g. sending from server to client commands for recording incoming content stream; Communication details between server and client 
    • H04N21/65—Transmission of management data between client and server
    • H04N21/658—Transmission by the client directed to the server
    • H04N21/6587—Control parameters, e.g. trick play commands, viewpoint selection
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N21/00—Selective content distribution, e.g. interactive television or video on demand [VOD]
    • H04N21/80—Generation or processing of content or additional data by content creator independently of the distribution process; Content per se
    • H04N21/83—Generation or processing of protective or descriptive data associated with content; Content structuring
    • H04N21/845—Structuring of content, e.g. decomposing content into time segments
    • H04N21/8455—Structuring of content, e.g. decomposing content into time segments involving pointers to the content, e.g. pointers to the I-frames of the video stream
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
    • H04N7/00—Television systems
    • H04N7/18—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast
    • H04N7/181—Closed-circuit television [CCTV] systems, i.e. systems in which the video signal is not broadcast for receiving images from a plurality of remote sources

Definitions

  • the present invention relates to the field of video surveillance technologies, and in particular, to a video monitoring method, a monitoring server, and a monitoring system.
  • call center monitoring systems typically include: a client, a monitoring server, a configuration server, and a Computer Te lephony Integrat (CTI) server.
  • the configuration server is configured to store agent information, and the agent information includes: agent identity information (such as job number, position, name, etc.), office area related information, and the like.
  • agent identity information such as job number, position, name, etc.
  • the CTI server monitors the agent status to provide agent status information (such as agent busy, agent idle, call status, etc.) and call statistics (such as number of agent calls, call time, call frequency, etc.) to the monitoring server.
  • agent status information such as agent busy, agent idle, call status, etc.
  • call statistics such as number of agent calls, call time, call frequency, etc.
  • the CTI server is also used to control the agent according to the instructions sent by the monitoring server (such as inserting a call, interrupting the call, etc.).
  • the monitoring server is configured to obtain the agent information from the configuration server, obtain the agent status information from the CTI server, and send the agent information and the agent status information to the client.
  • the client draws an interface for display.
  • the interface includes agent information and agent status information, so that the user can know the agent's agent information and the agent status information, and control the agent according to the agent information and the agent status information.
  • the monitoring server can only obtain the agent identity information and the agent status information and send it to the client.
  • the user can only know the agent identity information and the agent status information according to the screen displayed by the client, and cannot obtain the actual scene of the agent in real time, which may result in The monitoring results are not true.
  • the present invention provides a video monitoring method, a server, and a monitoring system, so that users can obtain Know the actual picture of the agent to ensure the authenticity of the monitoring results.
  • the embodiment of the present invention provides a video monitoring method, where the method includes: receiving a monitoring request sent by a client, where the monitoring request carries an identifier of a video acquiring device corresponding to the monitoring area;
  • the real-time video overlay information is obtained according to the identifier, where the real-time video overlay information includes: a superimposed position, real-time display information of the agent corresponding to the superimposed position, and agent management information corresponding to the superimposed position;
  • the interactive video is sent to the client, so that the user controls the call of the agent or sets the state of the agent through the operation menu in the interactive video displayed by the client.
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the method before the acquiring the real-time video from the video acquiring device corresponding to the identifier, the method further includes: Acquiring the configuration information of the video acquisition device according to the identifier; configuring the video acquisition device according to the configuration information; wherein the configuration information includes: a horizontal angle, a vertical angle, and a scaling parameter of the video acquisition device, where The scaling parameter is determined according to the size of the monitoring area and the number of seats.
  • the transmitting the video to the client further includes: storing the interaction video as a playback video, the playback video carrying the identifier; receiving a playback request sent by the client, where the playback request is carried back
  • the playback information includes: the identifier, a playback time point; acquiring a playback video corresponding to the playback information; and sending the playback video to the client.
  • the transmitting the video to the client further includes: receiving a playback request sent by the client, where the playback request carries playback information, where the playback information includes: the identifier, a playback time point; and the identifier according to the playback time point
  • the corresponding video acquisition device acquires a playback video; and the playback video overlay information is obtained according to the playback information, where the playback video overlay information includes: a superimposed position, a playback presentation information of the agent corresponding to the superimposed position; The superimposed position is superimposed with the playback video to generate a playback interactive video; and the playback interactive video is sent to the client.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquiring device.
  • an embodiment of the present invention provides a video monitoring method, where the method includes: acquiring, according to an identifier of a video acquiring device corresponding to a monitoring area selected by a user, a real-time video from a video acquiring device corresponding to the identifier;
  • the real-time video overlay information is obtained according to the identifier, where the real-time video overlay information includes: a superimposed position, real-time display information of the agent corresponding to the superimposed position, and agent management information corresponding to the superimposed position;
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the method further includes: acquiring configuration information of the video acquisition device according to the identifier of the video acquisition device corresponding to the monitoring area selected by the user; and performing, on the video acquisition device, the video acquisition device according to the configuration information.
  • the configuration information includes: a horizontal angle, a vertical angle, and a scaling parameter of the video acquiring device, where the scaling parameter is determined according to the size of the monitoring area and the number of seats.
  • the method further includes: storing the interactive video as a playback video, the playback video carrying the identifier; acquiring a playback video according to the playback information selected by the user, where the playback information includes: the identifier, a playback time point; The playback video.
  • the method further includes: according to the playback information selected by the user, the playback information includes: the identifier, a playback time point, acquiring a playback video from the video acquiring device corresponding to the identifier; and acquiring playback video overlay information according to the playback information,
  • the playback video overlay information includes: a superimposed position, the playback presentation information of the agent corresponding to the superimposed position; and the playback presentation information is superimposed with the playback video according to the superimposed position to generate a playback interactive video; displaying the playback interaction video.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • agent identity information includes: agent identity information and agent playback state information.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquiring device.
  • the embodiment of the present invention provides a monitoring server, where the monitoring server includes: a receiving unit, configured to receive a monitoring request sent by a client, where the monitoring request carries an identifier of a video acquiring device corresponding to the monitoring area;
  • An acquiring unit configured to acquire a real-time video from the video acquiring device corresponding to the identifier; the acquiring unit further acquiring real-time video overlay information according to the identifier, where the real-time video overlay information includes: a superimposed position, where the superimposed position corresponds to The real-time display information of the agent, and the agent management information corresponding to the superimposed position;
  • a generating unit configured to superimpose the real-time display information according to the superimposed position and the real-time video, and superimpose the agent management information in the form of an operation menu according to the superimposed position and the real-time video to generate an interaction video;
  • a sending unit configured to send the interaction video to the client, so that the user controls the call of the agent or sets the state of the agent through an operation menu in the interaction video displayed by the client.
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the acquiring apparatus is further configured to acquire configuration information of the video acquiring apparatus according to the identifier;
  • the monitoring server further includes: a configuration unit, configured to configure the video acquiring device according to the configuration information; where the configuration information includes: a horizontal angle, a vertical angle, and a scaling parameter of the video acquiring device, the horizontal angle And the vertical angle is determined according to the installation position of the video acquiring device, and the scaling parameter is determined according to the size of the monitoring area and the number of seats.
  • the monitoring server further includes: a storage unit, The playback video is stored as a playback video, and the playback video carries the identifier; the receiving unit is further configured to receive a playback request sent by the client, where the playback request carries playback information, and the playback information
  • the method includes: the identifier, a playback time point; the acquiring unit is further configured to acquire a playback video corresponding to the playback information, and the sending unit is further configured to send the playback video to a client.
  • the receiving unit is further configured to receive a client a playback request sent, the playback request carrying playback information, the playback information includes: the identifier, a playback time point; the acquiring unit, further configured to acquire, according to the playback time point, a video corresponding to the identifier
  • the device obtains a playback video; the acquiring unit is further configured to acquire, according to the playback information, the playback video overlay information, where the playback video overlay information includes: a superimposed position, a playback presentation information of the agent corresponding to the superimposed position;
  • the unit is further configured to generate the playback interactive video by superimposing the playback presentation information with the playback video according to the superimposed position; and the sending unit is further configured to send the playback interactive video to the client.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • a third aspect or a first possible implementation of the third aspect or a second possible implementation of the third aspect or a third possible implementation of the third aspect or a fourth possible implementation of the third aspect is preset according to the fixed video scene corresponding to the video acquiring device and the configuration information.
  • an embodiment of the present invention provides a monitoring system, where the system includes: a client, a video acquiring device, and a monitoring server according to any one of the third aspects.
  • the system further includes: a configuration server; the real-time video overlay information and the playback video overlay information acquired by the monitoring server are obtained from the configuration server.
  • an embodiment of the present invention provides a client, where the client includes:
  • An obtaining unit configured to acquire a real-time video from the video acquiring device corresponding to the identifier according to the identifier of the video acquiring device corresponding to the monitoring area selected by the user;
  • the acquiring unit is further configured to obtain real-time video overlay information according to the identifier, where the real-time video overlay information includes: a superimposed position, a real-time display information of the agent corresponding to the superimposed position, and an agent management corresponding to the superimposed position Information
  • a generating unit configured to superimpose the real-time display information according to the superimposed position and the real-time video, and superimpose the agent management information in the form of an operation menu according to the superimposed position and the real-time video to generate an interaction video;
  • a display unit configured to display the interactive video, so that the user controls the call of the agent or sets the state of the agent through the operation menu in the interactive video.
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the acquiring unit is further configured to obtain, according to the identifier of the video acquiring device corresponding to the monitoring area selected by the user, The configuration information of the video acquisition device; the client further includes: a configuration unit, configured to configure the video acquisition device according to the configuration information; wherein the configuration information includes: a horizontal angle of the video acquisition device, The vertical angle and the scaling parameter are determined according to the size of the monitoring area and the number of seats.
  • the client further includes: a storage unit, And storing the interactive video as a playback video, where the playback video carries the identifier;
  • the obtaining unit is further configured to obtain a playback video according to the playback information selected by the user, where the playback information includes: the identifier, a playback time point; and the display unit is further configured to display the playback video.
  • the acquiring unit is further configured to select according to a user
  • the playback information includes: the identifier, the playback time point, and the playback video is obtained from the video acquisition device corresponding to the identifier; the acquiring unit is further configured to acquire the playback video overlay information according to the playback information,
  • the playback video overlay information includes: a superimposed position, the playback presentation information of the agent corresponding to the superimposed position; the generating unit is further configured to: superimpose the playback presentation information according to the superimposed position and the playback video to generate a playback
  • the display unit is further configured to display the playback interactive video.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • a fifth possible aspect of the fifth aspect or the fifth possible implementation or a second possible implementation of the fifth aspect or a third possible implementation of the fifth aspect or a fourth possible implementation of the fifth aspect is preset according to a fixed video scene corresponding to the video acquiring device.
  • the embodiment of the present invention provides a monitoring system, the system comprising: the client and the video acquiring device according to any one of the fifth aspects.
  • the system further includes: a configuration server; the real-time video overlay information acquired by the client and the playback video overlay information are obtained from the configuration server.
  • the video monitoring method, the monitoring device and the system provided by the embodiment of the present invention superimpose the real-time display information according to the superimposed position and the acquired real-time video, and the interface event definition information is in the form of an operation menu according to the superimposed position and the acquired real-time video. Overlay, generate an interactive video. Since the interactive video includes a real-time display letter for each agent The content and the actual picture, therefore, through the video monitoring method, the user can know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • FIG. 1 is a schematic flowchart of a video monitoring method according to Embodiment 1 of the present invention
  • FIG. 2 is a schematic flowchart of a video playback method according to a video monitoring method according to Embodiment 1 of the present invention
  • FIG. 3 is a schematic flowchart of another playback video in a video monitoring method according to Embodiment 1 of the present invention.
  • FIG. 4 is a schematic flowchart of a video monitoring method according to Embodiment 2 of the present invention
  • FIG. 5 is a schematic flowchart of a playback video in a video monitoring method according to Embodiment 2 of the present invention
  • FIG. 6 is a schematic flowchart of another playback video in a video monitoring method according to Embodiment 2 of the present invention.
  • FIG. 7 is a schematic structural diagram of a monitoring server according to Embodiment 3 of the present invention.
  • FIG. 8 is a schematic structural diagram of another monitoring server according to Embodiment 3 of the present invention
  • FIG. 9 is a schematic structural diagram of another monitoring server according to Embodiment 3 of the present invention
  • FIG. 11 is a schematic structural diagram of a monitoring system according to Embodiment 5 of the present invention
  • FIG. 12 is a schematic structural diagram of a client according to Embodiment 6 of the present invention.
  • FIG. 13 is a schematic structural diagram of another client according to Embodiment 6 of the present invention.
  • FIG. 14 is a schematic structural diagram of still another client according to Embodiment 6 of the present invention.
  • FIG. 15 is a schematic structural diagram of a client according to Embodiment 7 of the present invention.
  • FIG. 16 is a schematic structural diagram of a monitoring system according to Embodiment 8 of the present invention. detailed description
  • FIG. 1 is a schematic flowchart of a video monitoring method according to Embodiment 1 of the present invention.
  • the execution body of the video monitoring method is a monitoring server. As shown in FIG. 1, the video monitoring method includes the following steps:
  • the identifier of the video obtaining device may be a serial number of the video acquiring device, or an identity number (ID) assigned by the monitoring server to the video acquiring device.
  • Each monitoring area corresponds to a video acquisition device, such as a camera.
  • the video capture device can be placed on the top or wall of the surveillance area. Before the video acquisition device obtains the video, the video acquisition device needs to be configured to ensure that the video acquisition device acquires the same video scene at a time, including the location, size, and angle of the agent.
  • the video monitoring method further includes: before acquiring the real-time video from the video acquiring device corresponding to the identifier:
  • the configuration information of the video acquisition device corresponding to the monitoring area is obtained from the configuration server according to the identifier, and then the video acquisition device is configured according to the acquired configuration information.
  • the configuration information includes: a horizontal angle of the video acquisition device, a vertical angle, and a scaling parameter.
  • the configuration information is preset according to the actual situation of the monitoring area. For example, the scaling parameter is adjusted in advance according to the size of the monitoring area and the number of seats; the water is adjusted according to the actual installation position of the video acquiring device. Flat and vertical angles determine a set of optimal configuration information.
  • the configuration information of the video acquisition device corresponding to each monitoring area is stored in the configuration server. When the video of a certain monitoring area needs to be acquired, the monitoring server acquires the configuration information of the video acquiring device corresponding to the monitoring area from the configuration server according to the identifier. , in order to configure the video capture device.
  • This live video overlay information is available from the configuration server.
  • the real-time video overlay information includes: a superimposed position, a real-time display information of the seat corresponding to the superimposed position, and an agent management information corresponding to the superimposed position.
  • the superimposed position is a position where real-time display information and an operation menu are added in the real-time video, and the superimposed position is set around the agent displayed in the video, and each superimposed position occupies a placeholder symbol in the video.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquisition device. When the configuration information of the video acquisition device is preset, the fixed video scene corresponding to the video acquisition device can be determined, and then the superimposed position corresponding to each agent is set according to the fixed video scene.
  • the superimposed position determined by each monitoring area is pre-stored in the configuration server. When the fixed video scene changes, such as when the seat in the monitoring area changes and the configuration information changes, the overlay position needs to be reset.
  • the real-time display information of the agent corresponding to the superimposed position includes agent identity information (such as job number, position, name, etc.), real-time status information of the agent (such as busy seat, idle seat, call, etc.).
  • agent identity information such as job number, position, name, etc.
  • real-time status information of the agent such as busy seat, idle seat, call, etc.
  • the agent identity information is pre-stored in the configuration server, and the agent real-time status information can be obtained from the CTI server by the configuration server in real time.
  • the agent management information corresponding to the superimposed position may include: monitoring the call, accessing the call, interrupting the control information, and the like, and setting the state of the agent to the setting information of the specified state.
  • Agent management information can be pre-configured and stored in the configuration server according to the needs of the user.
  • the information is superimposed on the acquired live video in the form of an operation menu to generate an interactive video.
  • the video capture device corresponding to the same monitoring area is the same for each video capture device, and the video capture device corresponding to the same monitoring region is the same for each video capture device. According to the video overlay information, it is possible to accurately add display information and operation menus around each seat in the acquired live video.
  • the real-time display information of each agent is superimposed with the acquired real-time video according to the superimposed position corresponding to each agent, and the agent management information is superimposed with the acquired real-time video according to the superimposed position in the form of an operation menu, so that the user operates the menu for each
  • the call of one agent is controlled or the status of each agent is set.
  • the client sends the generated interactive video to the client. Since the interactive video includes real-time video acquired by the video obtaining device, the agent identity information of each agent and the agent real-time status information, and an operation menu for each agent. Through the interactive video, the user can not only know the agent information and real-time status information of each agent, but also know the actual situation of each agent, such as whether the staff on the seat is at the work station, the action of the staff on the seat, the expression, etc. And through the operation menu, the call of the agent can be controlled and/or the state of the agent can be set.
  • Controlling the call of the agent may include: monitoring the call, accessing the call to form a three-party call, interrupting the call, and the like.
  • Setting the status of the agent can include: setting the agent to idle, busy the agent, and the like.
  • the client instructs the CTI server to set the state of the agent according to the agent state selected by the user, and the CTI server sets the state of the agent accordingly.
  • the specific implementation may be: when the user instructs to set the state of the agent through the operation menu, the monitoring server instructs the CTI server to set the state of the agent according to the setting agent state command after receiving the instruction of the client to send the setting agent state, the CTI server pair The status of the agent is set accordingly.
  • the real-time status information of the agent acquired by the configuration server from the CTI server at this time is the currently set state (such as busy;).
  • the status of an agent in the interactive video is idle (that is, the service can be currently provided), but there is no staff on the agent, and no answer is received when the phone is not accessed, the user can directly
  • the status of the agent is set to be busy or not in the station by the operation menu corresponding to the agent in the interactive video.
  • the monitoring server superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate Interactive video. Since the interactive video includes the real-time display information and the actual picture of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • FIG. 2 is a schematic flowchart of a playback video in a video monitoring method according to Embodiment 1 of the present invention.
  • the video monitoring method may further include the following steps:
  • the interactive video as a playback video, where the playback video carries an identifier of the video acquiring device that obtains the playback video.
  • the playback video is stored in the internal memory or external memory of the monitoring server.
  • the monitoring server can set the storage period, such as storing only the video of the previous hour of the current time, and deleting the previous video before the current time and replacing it with the currently newly acquired video.
  • the identifier of the video acquiring device corresponding to the monitoring area is viewed according to the user's needs, and At the point in time, the playback video required by the user can be obtained from the internal memory of the monitoring server or external storage.
  • the playback video includes the actual screen of each agent in the monitoring area at the time point viewed by the user, and the agent information and agent status information of each agent at that time, which can meet the needs of the actual situation before the user views the monitoring area.
  • FIG. 3 is a schematic flowchart of another playback video in a video monitoring method according to Embodiment 1 of the present invention.
  • the video monitoring method may further include the following steps:
  • the video obtaining device stores the previously acquired video as a playback video, and after receiving the playback request, the monitoring server first determines the video acquiring device that acquires the playback video according to the identifier of the video acquiring device, and then according to the playback time point, The determined video acquisition device acquires the corresponding playback video.
  • Acquire playback video overlay information according to the playback information where the playback video overlay information includes: a superimposed position, and a playback presentation information of the agent corresponding to the superimposed position.
  • the playback video overlay information is available from the configuration server.
  • the playback presentation information includes: agent identity information and agent playback status information.
  • the configuration server stores the previous agent real-time status information as the agent playback status information in the configuration server, and the monitoring server checks the identifier of the video acquiring device corresponding to the monitoring area according to the user's needs, and the playback time point can obtain the user from the configuration server.
  • the playback video overlay information corresponding to the desired playback video.
  • the playback presentation information is superimposed with the playback video according to the superimposed position to generate a playback interactive video. Because the video used at this time is a playback video, adding an operation menu to the playback video does not mean Large, only need to provide the user with the real picture of the agent at the time point required by the user, the agent identity information and the agent status information of the user's required time point, so the playback interactive video is only generated by the playback video and the playback presentation information overlay port.
  • the playback interactive video includes the actual screen of each agent in the monitoring area at the time point viewed by the user, and the agent identity information and agent status information of each agent at that time, which can meet the needs of the user before viewing the actual situation of the monitoring area.
  • FIG. 4 is a schematic flowchart of a video monitoring method according to Embodiment 2 of the present invention.
  • the execution body of this video monitoring method is the client.
  • the video monitoring method includes the following steps:
  • the identifier of the video obtaining device may be a serial number of the video acquiring device, or an ID assigned by the monitoring server to the video acquiring device.
  • Each monitoring area corresponds to a video acquisition device, such as a camera.
  • the video capture device can be placed on the top or wall of the surveillance area. Before the video acquisition device obtains the video, the video acquisition device needs to be configured to ensure that the video acquisition device acquires the same video scene at a time, including the location, size, and angle of the agent.
  • the video monitoring method further includes: before acquiring the real-time video from the video acquiring device corresponding to the identifier:
  • the configuration information of the video acquisition device corresponding to the monitoring area is obtained from the configuration server according to the identifier, and then the video acquisition device is configured according to the acquired configuration information.
  • the configuration information includes: a horizontal angle of the video acquisition device, a vertical angle, and a scaling parameter.
  • the configuration information is preset according to the actual situation of the monitoring area. For example, based on monitoring in advance The size of the area and the number of seats are adjusted by the scaling parameters, and the horizontal angle and the vertical angle are adjusted according to the actual installation position of the video acquiring device to determine a set of optimal configuration information.
  • the configuration information of the video acquisition device corresponding to each monitoring area is stored in the configuration server. When the video of a certain monitoring area needs to be obtained, the monitoring server acquires the configuration information of the video acquiring device corresponding to the monitoring area from the configuration server according to the identifier. , in order to configure the video capture device.
  • the real-time video overlay information includes: a superimposed position, a real-time display information of the seat corresponding to the superimposed position, and an agent management information corresponding to the superimposed position.
  • the superimposed position is a position where real-time display information and an operation menu are added in the real-time video, and the superimposed position is set around the agent displayed in the video, and each superimposed position occupies a placeholder symbol in the video.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquisition device. When the configuration information of the video acquisition device is preset, the fixed video scene corresponding to the video acquisition device can be determined, and then the superimposed position corresponding to each agent is set according to the fixed video scene.
  • the superimposed position determined by each monitoring area is pre-stored in the configuration server. When the fixed video scene changes, such as when the seat in the monitoring area changes and the configuration information changes, the overlay position needs to be reset.
  • the real-time display information of the agent corresponding to the superimposed position includes agent identity information (such as job number, position, name, etc.), real-time status information of the agent (such as busy seat, idle seat, call, etc.).
  • agent identity information such as job number, position, name, etc.
  • real-time status information of the agent such as busy seat, idle seat, call, etc.
  • the agent identity information is pre-stored in the configuration server, and the agent real-time status information can be obtained from the CTI server by the configuration server in real time.
  • the agent management information corresponding to the superimposed position may include: control information such as a monitoring call, an access call, and an interrupted call, and setting the state of the agent to the setting information of the specified state.
  • the agent management information can be pre-configured and stored in the configuration server according to the needs of the user.
  • 203. Superimpose the real-time display information according to the superimposed position and the acquired real-time video, and superimpose the agent management information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction video.
  • the video capture device corresponding to the same monitoring area is the same for each video capture device, and the video capture device corresponding to the same monitoring region is the same for each video capture device. According to the video overlay information, it is possible to accurately add display information and operation menus around each seat in the acquired live video.
  • the real-time display information of each agent is superimposed with the acquired real-time video according to the superimposed position corresponding to each agent, and the agent management information is superimposed with the acquired real-time video according to the superimposed position in the form of an operation menu, so that the user operates the menu for each
  • the call of one agent is controlled or the status of each agent is set.
  • the interactive video includes real-time video acquired by the video obtaining device, the agent identity information of each agent and the agent real-time status information, and an operation menu for each agent.
  • the user can not only know the agent information and real-time status information of each agent, but also know the actual situation of each agent, such as whether the staff on the seat is at the work station, the action of the staff on the seat, the expression, etc.
  • the call of the agent can be controlled and/or the state of the agent can be set.
  • Controlling the call of the agent may include: monitoring the call, accessing the call to form a three-party call, interrupting the call, and the like.
  • Setting the status of the agent can include: setting the agent to idle, busy the agent, and the like.
  • the client instructs the CTI server to set the state of the agent according to the agent state selected by the user, and the CTI server sets the state of the agent accordingly.
  • the specific implementation may be: when the user instructs to set the state of the agent by operating the menu, the client sends a setting agent status command to the CTI server, instructing the CTI server to set the state of the agent according to the setting of the agent status command, and the CTI server will be in the state of the agent.
  • Set specified by the Set Agent Status command (such as busy).
  • the status of an agent is displayed as idle in the interactive video, but there is no staff on the agent, and no answer is received when the phone is accessed.
  • the user can directly correspond to the agent in the interactive video.
  • the action menu sets the status of the agent to busy.
  • the client superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate Interactive video. Since the interactive video includes the real-time display information and the actual picture of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • FIG. 5 is a schematic flowchart of a playback video in a video monitoring method according to Embodiment 2 of the present invention. After the interactive video is displayed in step 204, the video monitoring method may further include the following steps:
  • the playback video is stored in the client's internal memory or external memory.
  • the client can set the storage period, such as storing only the video at the previous moment of the current moment, and deleting the video before the current hour and replacing it with the newly acquired video.
  • 206 Acquire a playback video according to the playback information selected by the user, where the playback information includes: an identifier of the video acquisition device, and a playback time point.
  • the identifier of the video acquiring device corresponding to the monitoring area is viewed according to the user's needs, and the playback time point can be obtained from the internal memory or the external memory of the client. Get the playback video you want to the user.
  • the playback video is displayed.
  • the playback video includes the actual picture of each agent in the monitoring area at the time point viewed by the user, and At that time, the agent information and agent status information of each agent can meet the needs of the user before viewing the actual situation in the monitoring area.
  • FIG. 6 is a schematic flowchart of another playback video in a video monitoring method according to Embodiment 2 of the present invention.
  • the video monitoring method may further include the following steps:
  • the playback information includes: an identifier of the video acquiring device, and a playback time point, and acquiring a playback video from the video acquiring device corresponding to the identifier.
  • the video obtaining device stores the previously acquired video as a playback video, and the client first determines, according to the playback information selected by the user, the video acquiring device that acquires the playback video according to the identifier of the video acquiring device, and then according to the playback time point, The determined video acquisition device acquires the corresponding playback video.
  • the playback video overlay information includes: a superimposed position, and a playback presentation information of the agent corresponding to the superimposed position.
  • the playback video overlay information is available from the configuration server.
  • the playback presentation information includes: agent identity information and agent playback status information.
  • the configuration server stores the previous agent real-time status information as the agent real-time status information in the configuration server, and the client can view the identifier of the video acquisition device corresponding to the monitoring area according to the user's needs, and the playback time point can obtain the user from the configuration server.
  • the playback video overlay information corresponding to the desired playback video.
  • the playback presentation information is superimposed with the playback video according to the superimposed position to generate a playback interactive video. Because the video used at this time is a playback video, it is not meaningful to add an operation menu to the playback video. It only needs to provide the user with the real picture of the agent at the time required by the user, the identity information of the agent and the agent status information of the time point required by the user. Therefore, the playback interactive video is only generated by the playback video and the playback presentation information overlay port.
  • the playback interactive video includes the actual screen of each agent in the monitoring area at the time point viewed by the user, and the agent identity information and the agent status information of each agent at that time, which can meet the needs of the user before viewing the monitoring area.
  • FIG. 7 is a schematic structural diagram of a monitoring server according to Embodiment 3 of the present invention.
  • FIG. 7 is a schematic structural diagram of a monitoring server according to Embodiment 3 of the present invention.
  • the monitoring server is used to implement the video monitoring method shown in FIG.
  • the monitoring server includes: a receiving unit 310, an obtaining unit 320, a generating unit 330, and a transmitting unit 340.
  • the receiving unit 310 is configured to receive a monitoring request sent by the client, where the monitoring request carries an identifier of the video acquiring device corresponding to the monitoring area.
  • the identifier of the video obtaining device may be a serial number of the video acquiring device, or an ID assigned by the monitoring server to the video acquiring device.
  • the obtaining unit 320 is configured to acquire a real-time video from the video acquiring device corresponding to the identifier.
  • Each monitoring area corresponds to a video acquisition device, such as a camera.
  • the video capture device can be placed on the top or wall of the surveillance area. Before the video acquisition device obtains the video, the video acquisition device needs to be configured to ensure that the video acquisition device acquires the same video scene at a time, including the location, size, and angle of the agent.
  • the monitoring server may further include a configuration unit 350.
  • the obtaining unit 320 acquires the configuration information of the video acquiring device corresponding to the monitoring region from the configuration server according to the identifier.
  • the configuration unit 350 configures the video acquisition device according to the acquired configuration information.
  • the configuration information includes: a horizontal angle of the video acquisition device, a vertical angle, and a scaling parameter.
  • the configuration information is preset according to the actual situation of the monitoring area. For example, the scaling parameter is adjusted in advance according to the size of the monitoring area and the number of seats; the water is adjusted according to the actual installation position of the video acquiring device. Flat and vertical angles determine a set of optimal configuration information.
  • the obtaining unit 320 is further configured to obtain real-time video overlay information according to the identifier.
  • the obtaining unit 320 can acquire the real-time video overlay information from the configuration server.
  • the real-time video overlay information includes: a superimposed position, a real-time display information of the seat corresponding to the superimposed position, and an agent management information corresponding to the superimposed position.
  • the superimposed position is a position where real-time display information and an operation menu are added in the real-time video, and the superimposed position is set around the agent displayed in the video, and each superimposed position occupies a placeholder symbol in the video.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquisition device. When the configuration information of the video acquisition device is preset, the fixed video scene corresponding to the video acquisition device can be determined, and then the superimposed position corresponding to each agent is set according to the fixed video scene.
  • the superimposed position determined by each monitoring area is pre-stored in the configuration server. When the fixed video scene changes, such as when the seat in the monitoring area changes and the configuration information changes, the overlay position needs to be reset.
  • the real-time display information of the agent corresponding to the superimposed position includes agent identity information (such as job number, position, name, etc.), real-time status information of the agent (such as busy seat, idle seat, call, etc.).
  • agent identity information such as job number, position, name, etc.
  • real-time status information of the agent such as busy seat, idle seat, call, etc.
  • the agent identity information is pre-stored in the configuration server, and the agent real-time status information can be obtained from the CTI server by the configuration server in real time.
  • the agent management information corresponding to the superimposed position may include: monitoring the call, accessing the call, interrupting the control information, and the like, and setting the state of the agent to the setting information of the specified state.
  • Agent management information can be pre-configured and stored in the configuration server according to the needs of the user.
  • the generating unit 330 is configured to superimpose the real-time display information according to the superimposed position and the acquired real-time video, and superimpose the agent management information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interactive video.
  • the sending unit 340 is configured to send the generated interactive video to the client.
  • the interactive video includes real-time video acquired by the video obtaining device, the agent identity information of each agent and the agent real-time status information, and an operation menu for each agent.
  • the user can not only know the agent information and real-time status information of each agent, but also know the actual situation of each agent, such as whether the staff on the seat is at the work station, the action of the staff on the seat, the expression, etc.
  • the call of the agent can be controlled and/or the state of the agent can be set.
  • Controlling the call of the agent may include: monitoring the call, accessing the call to form a three-party call, interrupting the call, and the like.
  • Setting the status of the agent can include: setting the agent to idle, busy the agent, and the like.
  • the monitoring server provided by the third embodiment of the present invention, the monitoring server superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction. video. Since the interactive video includes real-time display information and actual pictures of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • the monitoring server provided in Embodiment 3 of the present invention may further include a storage unit 360.
  • the method of playing back the video shown in Fig. 2 is implemented by the monitoring server shown in Fig. 9.
  • the storage unit 360 is configured to store the interactive video as a playback video, the playback video carrying an identification of the video acquisition device that acquired the playback video.
  • the playback video is stored in the internal memory or external memory of the monitoring server.
  • the receiving unit 310 is further configured to receive a playback request sent by the client, where the playback request carries playback information, where the playback information includes: an identifier of the video acquiring device, and a playback time point.
  • the obtaining unit 320 is further configured to acquire a playback video corresponding to the playback information. Because the previous interactive video is stored in the internal memory or the external memory of the monitoring server as the playback video, the obtaining unit 320 can view the identifier of the video acquiring device corresponding to the monitoring area according to the user's needs, and the playback time point can be obtained from the monitoring server.
  • the internal memory or external memory captures the playback video required by the user.
  • the sending unit 340 is also used to send the playback video to the client.
  • the playback video includes the actual screen of each agent in the monitoring area at the time point viewed by the user, and the agent information and agent status information of each agent at that time, which can meet the needs of the actual situation before the user views the monitoring area.
  • the method of playing back video shown in FIG. 3 is implemented by the monitoring server shown in FIG.
  • the receiving unit 310 is further configured to receive a playback request sent by the client, where the playback request carries the playback information, where the playback information includes: an identifier of the video acquiring device, and a playback time point.
  • the obtaining unit 320 is further configured to acquire a playback video from the video acquiring device corresponding to the identifier according to the playback time point.
  • the video obtaining device stores the previously acquired video as the playback video.
  • the obtaining unit 320 first determines the video acquiring device that acquires the playback video according to the identifier of the video acquiring device, and then according to the playback time point. The corresponding playback video can be obtained from the determined video acquisition device.
  • the obtaining unit 320 is further configured to obtain, according to the playback information, the playback video overlay information, where the playback video overlay information comprises: a superimposed position, and a playback presentation information of the agent corresponding to the superimposed position.
  • the obtaining unit 320 may acquire the playback video overlay information from the configuration server.
  • the playback presentation information includes: agent identity information and agent playback status information.
  • the configuration server stores the previous agent real-time status information as the agent playback status information in the configuration server, and the obtaining unit 220 checks the identifier of the video acquiring device corresponding to the monitoring area according to the user's needs, and the playback time point is obtained from the configuration server.
  • the generating unit 330 is further configured to generate the playback interactive video by superimposing the playback presentation information with the playback video according to the overlay position.
  • the video used at this time is a playback video, it is not meaningful to add an operation menu to the playback video. It only needs to provide the user with the real picture of the agent at the time required by the user, the identity information of the agent and the agent status information of the time point required by the user. Therefore, the playback interactive video is only generated by the playback video and the playback presentation information overlay port.
  • the sending unit 340 is further configured to send the playback interactive video to the client.
  • the playback interactive video includes the actual screen of each agent in the monitoring area at the time point viewed by the user, and the agent identity information and agent status information of each agent at that time, which can meet the needs of the user before viewing the actual situation of the monitoring area.
  • FIG. 10 is a schematic structural diagram of a monitoring server according to Embodiment 4 of the present invention.
  • the monitoring server is used to implement the video monitoring method in the first embodiment of the present invention.
  • the monitoring server includes: a receiver 410, a processor 420, and a transmitter 430.
  • the receiver 410 is configured to receive a monitoring request sent by the client, where the monitoring request carries an identifier of the video acquiring device corresponding to the monitoring area;
  • the processor 420 is configured to obtain a real-time video from the video acquiring device corresponding to the identifier, and obtain real-time video overlay information according to the identifier, where the real-time video overlay information includes: a superimposed position, and real-time display information of the agent corresponding to the superimposed position And the agent management information corresponding to the superimposed position; superimposing the real-time display information with the real-time video according to the superimposed position, and the agent management information is in the form of an operation menu according to the superimposed position and the real-time Video overlay, generating an interactive video; the sender 430 is configured to send the interaction video to the client, so that the user controls the agent's call or the agent through the operation menu in the interaction video displayed by the client The status is set.
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the processor 420 is further configured to acquire configuration information of the video acquiring apparatus according to the identifier, and configure the video acquiring apparatus according to the configuration information.
  • the configuration information includes: a horizontal angle, a vertical angle, and a scaling parameter of the video acquiring device, where the scaling parameter is determined according to the size of the monitoring area and the number of seats.
  • the processor 420 is further configured to store the interactive video as a playback video, where the playback video carries the identifier;
  • the receiver 410 is further configured to receive a playback request sent by the client, where the playback request carries playback information, where the playback information includes: the identifier, a playback time point;
  • the processor 420 is further configured to acquire a playback video corresponding to the playback information.
  • Transmitter 430 is also operative to send the playback video to the client.
  • the receiver 410 is further configured to receive a playback request sent by the client, where the playback request carries playback information, where the playback information includes: the identifier, a playback time point;
  • Obtaining a playback video acquiring playback video overlay information according to the playback information, where the playback video overlay information includes: a superimposed position, a playback presentation information of the agent corresponding to the superimposed position; and the playback presentation information according to the superimposed position and
  • the playback video overlay generates a playback interactive video; the transmitter 430 is further configured to send the playback interactive video to the client.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquiring device.
  • the monitoring server provided by the fourth embodiment of the present invention, the monitoring server superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction. video. Since the interactive video includes the real-time display information and the actual picture of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • FIG. 11 is a schematic structural diagram of a monitoring system according to Embodiment 5 of the present invention.
  • the monitoring system includes:
  • the configuration server 510 the video acquisition device 520, the monitoring server 530, and the client 540.
  • the monitoring server 530 is configured to implement the video monitoring method provided by the first embodiment of the present invention.
  • the configuration server 510 is configured to store configuration information of the video capture device 520, real-time video overlay information, and playback video information.
  • the real-time video overlay information and playback video information acquired by the monitoring server 530 are acquired from the configuration server 510.
  • the monitoring server superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction. video. Since the interactive video includes the real-time display information and the actual picture of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • FIG. 12 is a schematic structural diagram of a client provided by Embodiment 6 of the present invention. The client is used to implement the video monitoring method shown in FIG.
  • the client includes: an obtaining unit 610, a generating unit 620, and a display unit.
  • the obtaining unit 610 is configured to obtain a real-time video from the video acquiring device corresponding to the identifier according to the identifier of the video acquiring device corresponding to the monitoring area selected by the user.
  • the identifier of the video obtaining device may be a serial number of the video acquiring device, or an ID assigned by the monitoring server to the video acquiring device.
  • Each monitoring area corresponds to a video acquisition device, such as a camera.
  • the video capture device can be placed on the top or wall of the surveillance area.
  • the video acquisition device needs to be configured to ensure that the video acquisition device acquires the same video scene at a time, including the location, size, and angle of the agent. Therefore, as shown in FIG. 13 , the client may further include a configuration unit 640.
  • the obtaining unit 610 0 acquires configuration information of the video acquiring device corresponding to the monitoring area from the configuration server according to the identifier, before acquiring the real-time video from the video acquiring device corresponding to the identifier.
  • the configuration unit 640 configures the video acquisition device according to the acquired configuration information.
  • the configuration information includes: a horizontal angle of the video acquisition device, a vertical angle, and a scaling parameter.
  • the configuration information is preset according to the actual situation of the monitoring area. For example, the scaling parameter is adjusted in advance according to the size of the monitoring area and the number of seats, and the horizontal angle and the vertical angle are adjusted according to the actual installation position of the video acquiring device to determine a set of optimal configuration information.
  • the obtaining unit 610 is further configured to obtain real-time video overlay information according to the identifier.
  • the obtaining unit 610 can obtain the real-time video overlay information from the configuration server.
  • the real-time video overlay information includes: a superimposed position, a real-time display information of the seat corresponding to the superimposed position, and an agent management information corresponding to the superimposed position.
  • the superimposed position is a position where real-time display information and an operation menu are added in the real-time video, and the superimposed position is set around the agent displayed in the video, and each superimposed position occupies a placeholder symbol in the video.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquisition device. When the configuration information of the video acquisition device is preset, the fixed video scene corresponding to the video acquisition device can be determined, and then the superimposed position corresponding to each agent is set according to the fixed video scene.
  • the superimposed position determined by each monitoring area is pre-stored in the configuration server. When the fixed video scene changes, such as when the seat in the monitoring area changes and the configuration information changes, the overlay position needs to be reset.
  • the real-time display information of the agent corresponding to the superimposed position includes agent identity information (such as job number, position, name, etc.), real-time status information of the agent (such as busy seat, idle seat, call, etc.).
  • agent identity information is pre-stored in the configuration server, and the agent real-time status information can be obtained by the configuration server from the CTI server in real time.
  • agent management information corresponding to the superimposed position may include: control information such as a monitoring call, an access call, and an interrupted call, and setting the state of the agent to the setting information of the specified state.
  • the agent management information can be pre-configured and stored in the configuration server according to the needs of the user.
  • the generating unit 620 is configured to superimpose the real-time display information according to the superimposed position and the acquired real-time video, and superimpose the agent management information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interactive video.
  • the video capture device corresponding to the same monitoring area is the same for each video capture device, and the video capture device corresponding to the same monitoring region is the same for each video capture device. According to the video overlay information, it is possible to accurately add display information and operation menus around each seat in the acquired live video.
  • the real-time display information of each agent is superimposed with the acquired real-time video according to the superimposed position corresponding to each agent, and the agent management information is superimposed with the acquired real-time video according to the superimposed position in the form of an operation menu, so that the user operates the menu for each The call of one agent is controlled.
  • the display unit 630 is for displaying an interactive video. Since the interactive video includes real-time video acquired by the video obtaining device, the agent identity information of each agent and the agent real-time status information, and an operation menu for each agent. Through the interactive video, the user can not only know the agent information and real-time status information of each agent, but also know the actual situation of each agent, such as whether the staff on the seat is at the work station, the action of the staff on the seat, the expression, etc. And through the operation menu, the call of the agent can be controlled and/or the state of the agent can be set.
  • Controlling the call of the agent may include: monitoring the call, accessing the call to form a three-party call, interrupting the call, and the like.
  • Setting the status of the agent can include: setting the agent to idle, busy the agent, and the like.
  • the client With the client provided in Embodiment 6 of the present invention, the client superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction. video. Since the interactive video includes each agent The real-time display information and the actual picture, so the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • the client provided in Embodiment 6 of the present invention may further include a storage unit 650.
  • the method of playing back the video shown in Fig. 5 is implemented by the client shown in Fig. 14.
  • the storage unit 650 is configured to store the interactive video as a playback video, the playback video carrying an identification of the video acquisition device that obtained the playback video.
  • the playback video is stored in the client's internal memory or external memory.
  • the obtaining unit 610 is further configured to obtain a playback video according to the playback information selected by the user, where the playback information includes: an identifier of the video acquiring device, a playback time point.
  • the identifier of the video acquiring device corresponding to the monitoring area is viewed according to the user's needs, and the playback time point can be obtained from the internal memory or the external memory of the client. Get the playback video you want to the user.
  • Display unit 630 is also used to display playback video.
  • the playback video includes the actual picture of each agent in the monitoring area at the time point viewed by the user, and the agent information and agent status information of each agent at that time, which can meet the needs of the user before viewing the actual situation of the monitoring area.
  • the method of playing back the video shown in Fig. 6 is implemented by the client shown in Fig. 12.
  • the obtaining unit 610 is further configured to: according to the playback information selected by the user, the playback information includes: an identifier of the video capturing device, and a playback time point, and the playback video is obtained from the video acquiring device corresponding to the identifier.
  • the video acquisition device stores the previously acquired video as a playback video, and the acquisition unit
  • the 610 according to the playback information selected by the user, first determining a video acquisition device that acquires the playback video according to the identifier of the video acquisition device, and then acquiring the corresponding playback video from the determined video acquisition device according to the playback time point.
  • the obtaining unit 610 is further configured to obtain, according to the playback information, the playback video overlay information, where the playback video overlay information includes: a superimposed position, and a playback presentation information of the agent corresponding to the superimposed position.
  • the obtaining unit 610 can acquire the playback video overlay information from the configuration server.
  • the playback presentation information includes: agent identity information and agent playback status information.
  • the configuration server stores the previous agent real-time status information as the agent real-time status information in the configuration server, and the obtaining unit 610 can view the identifier of the video acquiring device corresponding to the monitoring area according to the user's needs, and the playback time point can be obtained from the configuration server.
  • the playback video overlay information corresponding to the playback video required by the user.
  • the generating unit 620 is further configured to generate the playback interactive video by superimposing the playback presentation information with the playback video according to the superimposed position. Because the video used at this time is a playback video, it is not meaningful to add an operation menu to the playback video. It only needs to provide the user with the real picture of the agent at the time required by the user, the identity information of the agent and the agent status information of the time point required by the user. Therefore, the playback interactive video is only generated by the playback video and the playback presentation information overlay port.
  • Display unit 630 is also used to display playback interactive video.
  • the playback interactive video includes the actual picture of each agent in the monitoring area at the time point viewed by the user, and the agent identity information and agent status information of each agent at that time, which can meet the needs of the user before viewing the monitoring area.
  • FIG. 15 is a schematic structural diagram of a client provided in Embodiment 7 of the present invention.
  • the client is used to implement the video monitoring method in the second embodiment of the present invention. As shown in FIG. 15, the client includes: a receiver 710, a processor 720, and a transmitter 730.
  • the processor 720 is configured to obtain real-time video from the video acquiring device corresponding to the identifier according to the identifier of the video acquiring device corresponding to the monitoring area selected by the user, and obtain real-time video overlay information according to the identifier, where the real-time video overlay information includes: a superimposed position, real-time display information of the agent corresponding to the superimposed position, and agent management information corresponding to the superimposed position; superimposing the real-time display information with the real-time video according to the superimposed position, and the agent management information Generating an interactive video according to the superimposed position and the real-time video in the form of an operation menu; displaying the interactive video to It is convenient for the user to control the call of the agent or set the state of the agent through the operation menu in the interactive video.
  • the real-time display information includes: agent identity information and agent real-time status information.
  • the processor 720 is further configured to: before the real-time video is acquired from the video acquiring device corresponding to the identifier, according to the identifier of the video acquiring device corresponding to the monitoring area selected by the user, the identifier of the video acquiring device corresponding to the monitoring area selected by the user Obtaining configuration information of the video acquiring device, and configuring the video acquiring device according to the configuration information.
  • the configuration information includes: a horizontal angle, a vertical angle, and a scaling parameter of the video acquiring device, where the scaling parameter is determined according to the size of the monitoring area and the number of seats.
  • the processor 720 is further configured to: after the displaying the interaction video, storing the interaction video as a playback video, the playback video carrying the identifier; acquiring a playback video according to the playback information selected by the user, the playback information
  • the method includes: the identifier, a playback time point; and displaying the playback video.
  • the processor 720 is further configured to: after the displaying the interactive video, according to the playback information selected by the user, the playback information includes: the identifier, a playback time point, and acquiring a playback video from the video acquiring device corresponding to the identifier; Acquiring the playback video overlay information according to the playback information, where the playback video overlay information includes: a superimposed position, a playback presentation information of the agent corresponding to the superimposed position; and the playback presentation information according to the superimposed position and the playback video The overlay generates a playback interactive video; the playback interactive video is displayed.
  • the playback presentation information includes: agent identity information and agent playback state information.
  • the superimposed position is preset according to a fixed video scene corresponding to the video acquiring device.
  • the client superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction.
  • the interactive video includes real-time display information and actual pictures of each agent, the video monitoring method can enable the user to know the seat. The actual picture, thus ensuring the authenticity of the monitoring results.
  • FIG. 16 is a schematic structural diagram of a monitoring system according to Embodiment 8 of the present invention.
  • the monitoring system includes:
  • the configuration server 810 the video acquisition device 820, and the client 830.
  • the client 830 is configured to implement the video monitoring method provided by the second embodiment of the present invention.
  • the configuration server 810 is configured to store configuration information of the video capture device 820, real-time video overlay information, and playback video information.
  • the real-time video overlay information and playback video information acquired by the client 820 are obtained from the configuration server 810.
  • the client superimposes the real-time display information according to the superimposed position and the acquired real-time video, and superimposes the interface event definition information in the form of an operation menu according to the superimposed position and the acquired real-time video to generate an interaction.
  • the interactive video includes the real-time display information and the actual picture of each agent, the video monitoring method enables the user to know the actual picture of the agent, thereby ensuring the authenticity of the monitoring result.
  • the steps of a method or algorithm described in connection with the embodiments disclosed herein can be implemented in hardware, a software module executed by a processor, or a combination of both.
  • the software module can be placed in random access memory (RAM), memory, read only memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, removable disk, CD-ROM, or technical field. Any other form of storage medium known.
  • RAM random access memory
  • ROM read only memory
  • electrically programmable ROM electrically erasable programmable ROM
  • registers hard disk, removable disk, CD-ROM, or technical field. Any other form of storage medium known.

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Abstract

本发明涉及一种视频监控方法、监控服务器及监控系统。该视频监控方法包括：接收客户端发送的监控请求，所述监控请求携带监控区域对应的视频获取装置的标识；从所述标识对应的视频获取装置获取实时视频；根据所述标识获取实时视频叠加信息，所述实时视频叠加信息包括：叠加位置，所述叠加位置对应的坐席的实时展示信息，及所述叠加位置对应的坐席管理信息；将所述实时展示信息按照所述叠加位置与实时视频叠加，将所述坐席管理信息以操作菜单的形式按照所述叠加位置与实时视频叠加，生成交互视频；将所述交互视频发送至客户端，以便于用户通过所述客户端显示的所述交互视频中的操作菜单对坐席的通话进行控制或对坐席的状态进行设置。

Description

视频监控方法、 监控服务器及监控系统 本申请要求于 2013 年 9 月 27 日提交中国专利局、 申请号为 201310450190.2, 发明名称为"视频监控方法、 监控服务器及监控系统"的中国 专利申请的优先权， 在先申请文件的内容通过引用结合在本申请中。 技术领域
本发明涉及视频监控技术领域， 尤其涉及一种视频监控方法、 监控服务 器及监控系统。
背景技术
目前， 常用的呼叫中心监控系统通常包括： 客户端， 监控服务器， 配置 服务器及计算机电话集成（Computer Te lephony Integra t ion, CTI )服务器。 配置服务器用于存储坐席信息， 该坐席信息包括： 坐席身份信息（如工号， 职 位， 姓名等）， 办公区域相关信息等信息。 CTI 服务器用于监控坐席状态， 以 便向监控服务器提供坐席状态信息 （如坐席忙， 坐席空闲， 通话等状态信息） 和通话统计数据 （如坐席通话数量， 通话时间， 通话频率等数据）。 该 CTI服 务器还用于根据监控服务器发送的指令对坐席进行控制（如插入通话， 中断通 话等控制）。 监控服务器用于从配置服务器中获取坐席信息， 从 CTI服务器中 获取坐席状态信息，将该坐席信息和坐席状态信息发送至客户端。客户端绘制 界面进行显示， 该界面中包括坐席信息和坐席状态信息， 以便用户获知坐席的 坐席信息和坐席状态信息， 并根据坐席信息和坐席状态信息对坐席进行控制。
利用上述监视系统，监控服务器只能获取坐席身份信息和坐席状态信息发 送给客户端，用户只能根据客户端显示的画面获知坐席身份信息和坐席状态信 息， 无法实时获知坐席实际画面， 可能会导致监控结果不真实。
发明内容
有鉴于此， 本发明提供一种视频监控方法、 服务器及监控系统， 使用户获 知坐席的实际画面， 从而保证监控结果的真实性。
在第一方面， 本发明实施例提供一种视频监控方法， 该方法包括： 接收客户端发送的监控请求，所述监控请求携带监控区域对应的视频获取 装置的标识；
从所述标识对应的视频获取装置获取实时视频；
根据所述标识获取实时视频叠加信息， 所述实时视频叠加信息包括： 叠加 位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠加位置对应的坐席 管理信息；
将所述实时展示信息按照所述叠加位置与所述实时视频叠加，将所述坐席 管理信息以操作菜单的形式按照所述叠加位置与所述实时视频叠加，生成交互 视频；
将所述交互视频发送至客户端，以便于用户通过所述客户端显示的所述交 互视频中的操作菜单对坐席的通话进行控制或对坐席的状态进行设置。
在第一方面的第一种可能实现的方式中， 所述实时展示信息包括： 坐席身 份信息和坐席实时状态信息。
结合第一方面或第一方面的第一种可能实现的方式，在第二种可能实现的 方式中，在所述从所述标识对应的视频获取装置获取实时视频之前， 所述方法 还包括： 根据所述标识获取所述视频获取装置的配置信息； 根据所述配置信息 对所述视频获取装置进行配置； 其中， 所述配置信息包括： 视频获取装置的水 平角度，垂直角度及缩放参数， 所述缩放参数是根据所述监控区域的大小及坐 席数量确定的。
结合第一方面或第一方面的第一种可能实现的方式或第一方面的第二种 可能实现的方式， 在第三种可能实现的方式中，在所述将所述交互视频发送至 客户端之后， 所述方法还包括： 将所述交互视频作为回放视频进行存储， 所述 回放视频携带所述标识； 接收客户端发送的回放请求， 所述回放请求中携带回 放信息， 所述回放信息包括： 所述标识， 回放时间点； 获取所述回放信息对应 的回放视频； 将所述回放视频发送至客户端。
结合第一方面或第一方面的第一种可能实现的方式或第一方面的第二种 可能实现的方式， 在第四种可能实现的方式中，在所述将所述交互视频发送至 客户端之后， 所述方法还包括： 接收客户端发送的回放请求， 所述回放请求中 携带回放信息， 所述回放信息包括： 所述标识， 回放时间点； 根据所述回放时 间点从所述标识对应的视频获取装置获取回放视频；根据所述回放信息获取回 放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加位置对应 的坐席的回放展示信息；将所述回放展示信息按照所述叠加位置与所述回放视 频叠加生成回放交互视频； 将所述回放交互视频发送至客户端。
结合第一方面的第四种可能实现的方式，在第五种可能实现的方式中， 所 述回放展示信息包括： 坐席身份信息和坐席回放状态信息。
结合第一方面或第一方面的第一种可能实现的方式或第一方面的第二种 可能实现的方式或第一方面的第三种可能实现的方式或第一方面的第四种可 能实现的方式或第一方面的第五种可能实现的方式，在第六种可能实现的方式 中， 所述叠加位置是根据视频获取装置对应的固定视频场景预先设定的。
在第二方面， 本发明实施例提供一种视频监控方法， 该方法包括： 根据用户选择的监控区域对应的视频获取装置的标识，从所述标识对应的 视频获取装置获取实时视频；
根据所述标识获取实时视频叠加信息， 所述实时视频叠加信息包括： 叠加 位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠加位置对应的坐席 管理信息；
将所述实时展示信息按照所述叠加位置与所述实时视频叠加，将所述坐席 管理信息以操作菜单的形式按照所述叠加位置与所述实时视频叠加，生成交互 视频； 显示所述交互视频，以便于用户通过所述交互视频中的操作菜单对坐席的 通话进行控制或对坐席的状态进行设置。
在第二方面的第一种可能实现的方式中， 所述实时展示信息包括： 坐席身 份信息和坐席实时状态信息。
结合第二方面或第二方面的第一种可能实现的方式，在第二种可能实现的 方式中，在所述根据用户选择的监控区域对应的视频获取装置的标识，从所述 标识对应的视频获取装置获取实时视频之前， 所述方法还包括： 根据用户选择 的监控区域对应的视频获取装置的标识， 获取所述视频获取装置的配置信息； 根据所述配置信息对所述视频获取装置进行配置； 其中， 所述配置信息包括： 视频获取装置的水平角度，垂直角度及缩放参数， 所述缩放参数是根据所述监 控区域的大小及坐席数量确定的。
结合第二方面或第二方面的第一种可能实现的方式或第二方面的第二种 可能实现的方式，在第三种可能实现的方式中，在所述显示所述交互视频之后， 所述方法还包括： 将所述交互视频作为回放视频进行存储， 所述回放视频携带 所述标识； 根据用户选择的回放信息获取回放视频， 所述回放信息包括： 所述 标识， 回放时间点； 显示所述回放视频。
结合第二方面或第二方面的第一种可能实现的方式或第二方面的第二种 可能实现的方式，在第四种可能实现的方式中，在所述显示所述交互视频之后， 所述方法还包括： 根据用户选择的回放信息， 所述回放信息包括： 所述标识， 回放时间点，从所述标识对应的视频获取装置获取回放视频； 根据所述回放信 息获取回放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加 位置对应的坐席的回放展示信息；将所述回放展示信息按照所述叠加位置与所 述回放视频叠加生成回放交互视频； 显示所述回放交互视频。
结合第二方面的第四种可能实现的方式，在第五种可能实现的方式中， 所 述回放展示信息包括： 坐席身份信息和坐席回放状态信息。 结合第二方面或第二方面的第一种可能实现的方式或第二方面的第二种 可能实现的方式或第二方面的第三种可能实现的方式或第二方面的第四种可 能实现的方式或第二方面的第五种可能实现的方式，在第六种可能实现的方式 中， 所述叠加位置是根据视频获取装置对应的固定视频场景预先设定的。
在第三方面， 本发明实施例提供一种监控服务器， 该监控服务器包括： 接收单元， 用于接收客户端发送的监控请求， 所述监控请求携带监控区域 对应的视频获取装置的标识；
获取单元， 用于从所述标识对应的视频获取装置获取实时视频； 所述获取单元，还根据所述标识获取实时视频叠加信息， 所述实时视频叠 加信息包括： 叠加位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠 加位置对应的坐席管理信息；
生成单元，用于将所述实时展示信息按照所述叠加位置与所述实时视频叠 加，将所述坐席管理信息以操作菜单的形式按照所述叠加位置与所述实时视频 叠加， 生成交互视频；
发送单元， 用于将所述交互视频发送至客户端， 以便于用户通过所述客户 端显示的所述交互视频中的操作菜单对坐席的通话进行控制或对坐席的状态 进行设置。
在第三方面的第一种可能实现的方式中， 所述实时展示信息包括： 坐席身 份信息和坐席实时状态信息。
结合第三方面或第三方面的第一种可能实现的方式，在第二种可能实现的 方式中， 所述获取装置，还用于根据所述标识获取所述视频获取装置的配置信 息； 所述监控服务器还包括： 配置单元， 用于根据所述配置信息对所述视频获 取装置进行配置； 其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直 角度及缩放参数，所述水平角度和垂直角度是根据所述视频获取装置的安装位 置确定的， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。 结合第三方面或第三方面的第一种可能实现的方式或第三方面的第二种 可能实现的方式， 在第三种可能实现的方式中， 所述监控服务器还包括： 存储 单元， 用于将所述交互视频作为回放视频进行存储， 所述回放视频携带所述标 识； 所述接收单元， 还用于接收客户端发送的回放请求， 所述回放请求中携带 回放信息， 所述回放信息包括： 所述标识， 回放时间点； 所述获取单元， 还用 于获取所述回放信息对应的回放视频； 所述发送单元，还用于将所述回放视频 发送至客户端。
结合第三方面或第三方面的第一种可能实现的方式或第三方面的第二种 可能实现的方式， 在第四种可能实现的方式中， 所述接收单元， 还用于接收客 户端发送的回放请求， 所述回放请求中携带回放信息， 所述回放信息包括： 所 述标识， 回放时间点； 所述获取单元， 还用于根据所述回放时间点从所述标识 对应的视频获取装置获取回放视频； 所述获取单元，还用于根据所述回放信息 获取回放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加位 置对应的坐席的回放展示信息； 所述生成单元，还用于将所述回放展示信息按 照所述叠加位置与所述回放视频叠加生成回放交互视频； 所述发送单元，还用 于将所述回放交互视频发送至客户端。
结合第三方面的第四种可能实现的方式，在第五种可能实现的方式中， 所 述回放展示信息包括： 坐席身份信息和坐席回放状态信息。
结合第三方面或第三方面的第一种可能实现的方式或第三方面的第二种 可能实现的方式或第三方面的第三种可能实现的方式或第三方面的第四种可 能实现的方式或第三方面的第五种可能实现的方式，在第六种可能实现的方式 中个，所述叠加位置是根据视频获取装置对应的固定视频场景及所述配置信息 预先设定的。
在第四方面， 本发明实施例提供一种监控系统， 其特征在于， 所述系统包 括： 客户端， 视频获取装置及第三方面中任一所述的监控服务器。 在第四方面的第一种可能实现的方式中， 所述系统还包括： 配置服务器； 所述监控服务器获取的实时视频叠加信息及回放视频叠加信息是从所述配置 服务器中获取的。
在第五方面， 本发明实施例提供一种客户端， 该客户端包括：
获取单元， 用于根据用户选择的监控区域对应的视频获取装置的标识，从 所述标识对应的视频获取装置获取实时视频；
所述获取单元，还用于根据所述标识获取实时视频叠加信息， 所述实时视 频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的实时展示信息， 及所 述叠加位置对应的坐席管理信息；
生成单元，用于将所述实时展示信息按照所述叠加位置与所述实时视频叠 加，将所述坐席管理信息以操作菜单的形式按照所述叠加位置与所述实时视频 叠加， 生成交互视频；
显示单元， 用于显示所述交互视频， 以便于用户通过所述交互视频中的操 作菜单对坐席的通话进行控制或对坐席的状态进行设置。
在第五方面的第一种可能实现的方式中， 所述实时展示信息包括： 坐席身 份信息和坐席实时状态信息。
结合第五方面或第五方面的第一种可能实现的方式，在第二种可能实现的 方式中， 所述获取单元，还用于根据用户选择的监控区域对应的视频获取装置 的标识， 获取所述视频获取装置的配置信息； 所述客户端还包括： 配置单元， 用于根据所述配置信息对所述视频获取装置进行配置； 其中， 所述配置信息包 括： 视频获取装置的水平角度， 垂直角度及缩放参数， 所述缩放参数是根据所 述监控区域的大小及坐席数量确定的。
结合第五方面或第五方面的第一种可能实现的方式或第五方面的第二种 可能实现的方式，在第三种可能实现的方式中，所述客户端还包括：存储单元， 用于将所述交互视频作为回放视频进行存储， 所述回放视频携带所述标识； 所 述获取单元，还用于根据用户选择的回放信息获取回放视频， 所述回放信息包 括： 所述标识， 回放时间点； 所述显示单元， 还用于显示所述回放视频。
结合第五方面或第五方面的第一种可能实现的方式或第五方面的第二种 可能实现的方式， 在第四种可能实现的方式中， 所述获取单元， 还用于根据用 户选择的回放信息， 所述回放信息包括： 所述标识， 回放时间点， 从所述标识 对应的视频获取装置获取回放视频； 所述获取单元，还用于根据所述回放信息 获取回放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加位 置对应的坐席的回放展示信息； 所述生成单元，还用于将所述回放展示信息按 照所述叠加位置与所述回放视频叠加生成回放交互视频； 所述显示单元，还用 于显示所述回放交互视频。
结合第五方面的第四种可能实现的方式，在第五种可能实现的方式中， 所 述回放展示信息包括： 坐席身份信息和坐席回放状态信息。
结合第五方面或第五方面的第一种可能实现的方式或第五方面的第二种 可能实现的方式或第五方面的第三种可能实现的方式或第五方面的第四种可 能实现的方式或第五方面的第五种可能实现的方式，在第六种可能实现的方式 中， 所述叠加位置是根据视频获取装置对应的固定视频场景预先设定的。
在第六方面， 本发明实施例提供一种监控系统， 该系统包括： 第五方面中 任一所述的客户端及视频获取装置。
在第六方面的第一种可能实现的方式中， 所述系统还包括： 配置服务器； 所述客户端获取的实时视频叠加信息及回放视频叠加信息是从所述配置服务 器中获取的。 利用本发明实施例提供的视频监控方法、 监控装置及系统， 通 过将实时展示信息按照叠加位置与获取的实时视频叠加， 并将界面 事件定义信息以操作菜单的形式按照叠加位置与获取的实时视频叠 加， 生成交互视频。 由于该交互视频包括了每个坐席的实时展示信 息及实际画面， 因此通过该视频监控方法， 可使用户获知坐席的实 际画面， 从而保证监控结果的真实性。 附图说明
图 1为本发明实施例一提供的一种视频监控方法的流程示意图； 图 2 为本发明实施例一提供的一种视频监控方法中的一种回放视频的流 程示意图；
图 3 为本发明实施例一提供的一种视频监控方法中的另一种回放视频的 流程示意图；
图 4为本发明实施例二提供的一种视频监控方法的流程示意图； 图 5 为本发明实施例二提供的一种视频监控方法中的一种回放视频的流 程示意图；
图 6 为本发明实施例二提供的一种视频监控方法中的另一种回放视频的 流程示意图；
图 7为本发明实施例三提供的一种监控服务器的结构示意图；
图 8为本发明实施例三提供的另一种监控服务器的结构示意图； 图 9为本发明实施例三提供的又一种监控服务器的结构示意图； 图 10为本发明实施例四提供的一种监控服务器的结构示意图； 图 11为本发明实施例五提供的一种监控系统的结构示意图；
图 12为本发明实施例六提供的一种客户端的结构示意图；
图 1 3为本发明实施例六提供的另一种客户端的结构示意图；
图 14为本发明实施例六提供的又一种客户端的结构示意图；
图 15为本发明实施例七提供的一种客户端的结构示意图；
图 1 6为本发明实施例八提供的一种监控系统的结构示意图。 具体实施方式
为了使本发明的目的、 技术方案和优点更加清楚， 下面将结合附图对本 发明作进一步地详细描述，显然，所描述的实施例仅仅是本发明一部份实施例， 而不是全部的实施例。基于本发明中的实施例， 本领域普通技术人员在没有做 出创造性劳动前提下所获得的所有其它实施例， 都属于本发明保护的范围。
下面以图 1为例详细说明本发明实施例一提供的一种视频监控方法， 图 1为本发明实施例一提供的一种视频监控方法的流程示意图。 该视频监控方法 的执行主体为监控服务器。 如图 1所示， 该视频监控方法包括以下步骤：
101， 接收客户端发送的监控请求， 该监控请求携带监控区域对应的视频 获取装置的标识。
其中， 视频获取装置的标识可以为视频获取装置的序列号， 也可以为监 控服务器为视频获取装置分配的身份标识号码（Ident if ica t ion, ID )等。
102 , 从该标识对应的视频获取装置获取实时视频。
每个监控区域对应一个视频获取装置， 如摄像机。 该视频获取装置可置 于监控区域的顶部或墙壁上。在视频获取装置获取视频前， 需要配置视频获取 装置， 以保证视频获取装置每次获取相同的视频场景， 包括坐席的位置， 大小 及角度等相同。
因此， 在从该标识对应的视频获取装置获取实时视频之前该视频监控方 法还包括：
根据该标识从配置服务器获取该监控区域对应的视频获取装置的配置信 息， 然后根据获取的配置信息对该视频获取装置进行配置。
该配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参数等信 息。 该配置信息是根据监控区域的实际情况预先设定的。 例如， 预先根据监控 区域大小、 坐席数量调整缩放参数； 根据视频获取装置实际的安装位置调整水 平角度和垂直角度，确定一组最佳的配置信息。将每个监控区域对应的视频获 取装置的配置信息存储于配置服务器， 在需要获取某个监控区域的视频时，监 控服务器便根据标识从配置服务器中获取该监控区域对应的视频获取装置的 配置信息， 以便于配置视频获取装置。
103， 根据该标识获取实时视频叠加信息。
该实时视频叠加信息可从配置服务器中获取。
该实时视频叠加信息包括： 叠加位置， 该叠加位置对应的坐席的实时展 示信息， 及叠加位置对应的坐席管理信息。
其中， 叠加位置为在实时视频中添加实时展示信息及操作菜单的位置， 该叠加位置设置于视频中显示的坐席的周围，每一个叠加位置占用视频中的一 个占位符号。 该叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。在预先设定视频获取装置的配置信息时，便可确定该视频获取装置对应的 固定视频场景， 然后根据固定视频场景设定每个坐席对应的叠加位置。将每个 监控区域确定的叠加位置预先存储于配置服务器中。当固定视频场景发生变化 时， 如监控区域的坐席发生变化， 配置信息发生变化时， 叠加位置需要重新设 定。
叠加位置对应的坐席的实时展示信息包括坐席身份信息 （如工号， 职位， 姓名等）， 坐席实时状态信息（如坐席忙， 坐席空闲， 通话等状态信息）。 其中， 坐席身份信息预先存储于配置服务器中，坐席实时状态信息可由配置服务器实 时从 CTI服务器获取。
叠加位置对应的坐席管理信息可以包括： 监听通话， 接入通话， 中断通 话等控制信息，将坐席的状态设置为指定状态的设置信息。 坐席管理信息可根 据用户的需要预先配置并存储于配置服务器中。
104 , 将实时展示信息按照叠加位置与获取的实时视频叠加， 将坐席管理 信息以操作菜单的形式按照叠加位置与获取的实时视频叠加， 生成交互视频。 由于每个监控区域对应固定的视频获取装置， 且每次都对同一监控区域 对应的视频获取装置进行相同配置，所以同一监控区域对应的视频获取装置每 次获取的视频场景都是相同的，因此根据视频叠加信息便可准确的在获取的实 时视频中的每个坐席周围添加展示信息及操作菜单。
将每个坐席的实时展示信息按照每个坐席对应的叠加位置与获取的实时 视频叠加，并且将坐席管理信息以操作菜单的形式按照叠加位置与获取的实时 视频叠加，以便用户通过操作菜单对每个坐席的通话进行控制或对每个坐席的 状态进行设置。
105， 将生成的交互视频发送至客户端。 由于交互视频中包括视频获取装置获取的实时视频， 每个坐席的坐席身 份信息和坐席实时状态信息，及针对每个坐席的操作菜单。用户通过该交互视 频不仅可以获知每个坐席的坐席信息及实时状态信息，还可获知每个坐席的实 际情况，如坐席上的工作人员是否在工位，坐席上的工作人员的动作，表情等， 并且通过操作菜单可对坐席的通话进行控制和 /或对坐席的状态进行设置。
对坐席的通话进行控制可以包括： 监听通话， 接入通话以形成三方通话， 中断通话等控制。
对坐席的状态进行设置可以包括： 将坐席置闲， 将坐席置忙等设置。 具体的， 客户端指示 CTI 服务器按照用户选择的坐席状态对坐席的状态 进行设置， CTI服务器对该坐席的状态进行相应的设置。 具体实现可以为： 用 户通过操作菜单指示对坐席的状态进行设置时，监控服务器在接收到客户端发 送设置坐席状态指令后，指示 CTI服务器按照设置坐席状态指令对坐席的状态 进行设置， CTI服务器对该坐席的状态进行相应的设置。 相应地， 配置服务器 此时从 CTI服务器获取的该坐席的实时状态信息为当前设置的状态 （如忙；)。 在一个具体的例子中， 交互视频中显示某一坐席的状态为闲 （即当前可 以提供服务），但是该坐席上并没有工作人员， 未避免有电话接入时无人接听， 则用户可直接通过交互视频中该坐席对应的操作菜单将该坐席的状态设置为 忙或不在工位。
利用本发明实施例一提供的视频监控方法， 监控服务器将实时展示信息 按照叠加位置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形 式按照叠加位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括 了每个坐席的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户 获知坐席的实际画面， 从而保证监控结果的真实性。
另外， 本发明实施例一中提供的视频监控方法还可以进行回放视频。 可选地， 如图 2所示， 图 2为本发明实施例一提供一种视频监控方法中 的一种回放视频的流程示意图。 在步骤 105， 将生成的交互视频发送至客户端 之后， 该视频监控方法还可以包括以下步骤：
106 , 将交互视频作为回放视频进行存储， 该回放视频携带获取该回放视 频的视频获取装置的标识。
该回放视频存储于监控服务器的内部存储器或外部存储器。
另外， 由于存储回放视频的空间有限， 监控服务器可设置存储周期， 如 只存储当前时刻前一小时的视频， 当前时刻前一' 时再之前的视频删除，替换 成当前新获取的视频。
107， 接收客户端发送的回放请求， 该回放请求中携带回放信息， 该回放 信息包括： 视频获取装置的标识， 回放时间点。
108， 获取该回放信息对应的回放视频。
因为之前的交互视频都作为回放视频存储于监控服务器的内部存储器或 外部存储器中， 则根据用户所需查看监控区域对应的视频获取装置的标识， 回 放时间点，便可从监控服务器的内部存储器或外部存储器获取到用户所需的回 放视频。
109， 将该回放视频发送至客户端。
回放视频包括用户所查看时间点的监控区域中每个坐席的实际画面， 及 当时每个坐席的坐席信息及坐席状态信息，可满足用户查看监控区域之前的实 际情况的需要。
可选地， 如图 3所示， 图 3为本发明实施例一提供的一种视频监控方法 中的另一种回放视频的流程示意图。 在步骤 105， 将生成的交互视频发送至客 户端之后， 该视频监控方法还可以包括以下步骤：
110 , 接收客户端发送的回放请求， 该回放请求中携带回放信息， 该回放 信息包括： 视频获取装置的标识， 回放时间点。
111 , 根据回放时间点从该标识对应的视频获取装置获取回放视频。
视频获取装置将之前获取到的视频作为回放视频进行存储，则监控服务器 在接收到回放请求之后，首先根据视频获取装置的标识确定获取回放视频的视 频获取装置， 然后根据回放时间点，便可从确定的视频获取装置获取相应的回 放视频。
112 , 根据回放信息获取回放视频叠加信息， 该回放视频叠加信息包括： 叠加位置， 叠加位置对应的坐席的回放展示信息。
该回放视频叠加信息可从配置服务器中获取。
回放展示信息包括： 坐席身份信息和坐席回放状态信息。 配置服务器将 之前的坐席实时状态信息作为坐席回放状态信息存储于配置服务器中，则监控 服务器根据用户所需查看监控区域对应的视频获取装置的标识，回放时间点便 可从配置服务器获取到用户所需的回放视频对应的回放视频叠加信息。
11 3 , 将回放展示信息按照叠加位置与回放视频叠加生成回放交互视频。 因为此时所用的视频为回放视频， 在回放视频中添加操作菜单意义并不 大， 只需向用户提供用户所需时间点坐席的真实画面， 坐席身份信息及用户所 需时间点的坐席状态信息，因此回放交互视频仅由回放视频和回放展示信息叠 力口生成。
114， 将该回放交互视频发送至客户端。
回放交互视频包括用户所查看时间点的监控区域中每个坐席的实际画 面，及当时每个坐席的坐席身份信息及坐席状态信息， 可满足用户查看监控区 域之前的实际情况的需要。
下面以图 4 为例详细说明本发明实施例二条提供的一种视频监控方法， 图 4为本发明实施例二提供的一种视频监控方法的流程示意图。该视频监控方 法的执行主体为客户端。 如图 4所示， 该视频监控方法包括以下步骤：
201 , 根据用户选择的监控区域对应的视频获取装置的标识， 从该标识对 应的视频获取装置获取实时视频。
其中， 视频获取装置的标识可以为视频获取装置的序列号， 也可以为监 控服务器为视频获取装置分配的 ID等。
每个监控区域对应一个视频获取装置， 如摄像机。 该视频获取装置可置 于监控区域的顶部或墙壁上。在视频获取装置获取视频前， 需要配置视频获取 装置， 以保证视频获取装置每次获取相同的视频场景， 包括坐席的位置， 大小 及角度等相同。
因此， 在从该标识对应的视频获取装置获取实时视频之前该视频监控方 法还包括：
根据该标识从配置服务器获取该监控区域对应的视频获取装置的配置信 息， 然后根据获取的配置信息对该视频获取装置进行配置。
该配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参数等信 息。 该配置信息是根据监控区域的实际情况预先设定的。 例如， 预先根据监控 区域大小、 坐席的数量调整缩放参数，根据视频获取装置实际的安装位置调整 水平角度和垂直角度，确定一组最佳的配置信息。将每个监控区域对应的视频 获取装置的配置信息存储于配置服务器， 在需要获取某个监控区域的视频时， 监控服务器便根据标识从配置服务器中获取该监控区域对应的视频获取装置 的配置信息， 以便于配置视频获取装置。
202 , 根据该标识获取实时视频叠加信息。 该实时视频叠加信息可从配置服务器中获取。
该实时视频叠加信息包括： 叠加位置， 该叠加位置对应的坐席的实时展 示信息， 及叠加位置对应的坐席管理信息。
其中， 叠加位置为在实时视频中添加实时展示信息及操作菜单的位置， 该叠加位置设置于视频中显示的坐席的周围，每一个叠加位置占用视频中的一 个占位符号。 该叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。在预先设定视频获取装置的配置信息时，便可确定该视频获取装置对应的 固定视频场景， 然后根据固定视频场景设定每个坐席对应的叠加位置。将每个 监控区域确定的叠加位置预先存储于配置服务器中。当固定视频场景发生变化 时， 如监控区域的坐席发生变化， 配置信息发生变化时， 叠加位置需要重新设 定。
叠加位置对应的坐席的实时展示信息包括坐席身份信息 （如工号， 职位， 姓名等）， 坐席实时状态信息（如坐席忙， 坐席空闲， 通话等状态信息）。 其中， 坐席身份信息预先存储于配置服务器中，坐席实时状态信息可由配置服务器实 时从 CTI服务器获取。
叠加位置对应的坐席管理信息可以包括： 监听通话， 接入通话， 中断通话 等控制信息，将坐席的状态设置为指定状态的设置信息。 坐席管理信息可根据 用户的需要预先配置并存储于配置服务器中。 203 , 将实时展示信息按照叠加位置与获取的实时视频叠加， 将坐席管理 信息以操作菜单的形式按照叠加位置与获取的实时视频叠加， 生成交互视频。 由于每个监控区域对应固定的视频获取装置， 且每次都对同一监控区域 对应的视频获取装置进行相同配置，所以同一监控区域对应的视频获取装置每 次获取的视频场景都是相同的，因此根据视频叠加信息便可准确的在获取的实 时视频中的每个坐席周围添加展示信息及操作菜单。
将每个坐席的实时展示信息按照每个坐席对应的叠加位置与获取的实时 视频叠加，并且将坐席管理信息以操作菜单的形式按照叠加位置与获取的实时 视频叠加，以便用户通过操作菜单对每个坐席的通话进行控制或对每个坐席的 状态进行设置。
204 , 显示交互视频。 由于交互视频中包括视频获取装置获取的实时视频， 每个坐席的坐席身 份信息和坐席实时状态信息，及针对每个坐席的操作菜单。用户通过该交互视 频不仅可以获知每个坐席的坐席信息及实时状态信息，还可获知每个坐席的实 际情况，如坐席上的工作人员是否在工位，坐席上的工作人员的动作，表情等， 并且通过操作菜单可对坐席的通话进行控制和 /或对坐席的状态进行设置。
对坐席的通话进行控制可以包括： 监听通话， 接入通话以形成三方通话， 中断通话等控制。
对坐席的状态进行设置可以包括： 将坐席置闲， 将坐席置忙等设置。 具体的， 客户端指示 CTI 服务器按照用户选择的坐席状态对坐席的状态 进行设置， CTI服务器对该坐席的状态进行相应的设置。 具体实现可以为： 用 户通过操作菜单指示对坐席的状态进行设置时，客户端向 CTI服务器发送设置 坐席状态指令， 指示 CTI 服务器按照设置坐席状态指令对坐席的状态进行设 置， CTI服务器将坐席的状态设置为该设置坐席状态指令指定的状态（如忙）。 在一个具体的例子中， 交互视频中显示某一坐席的状态为闲， 但是该坐 席上并没有工作人员， 未避免有电话接入时无人接听， 则用户可直接通过交互 视频中该坐席对应的操作菜单将该坐席的状态设置为忙。
利用本发明实施例二提供的视频监控方法， 客户端将实时展示信息按照 叠加位置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式按 照叠加位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了每 个坐席的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获知 坐席的实际画面， 从而保证监控结果的真实性。
另外， 本发明实施例二中提供的视频监控方法还可以进行回放视频。 可选地， 如图 5所示， 图 5为本发明实施例二提供一种视频监控方法中 的一种回放视频的流程示意图。 在步骤 204， 显示交互视频之后， 该视频监控 方法还可以包括以下步骤：
205 , 将交互视频作为回放视频进行存储， 该回放视频携带所述标识。 该回放视频存储于客户端的内部存储器或外部存储器。
另外， 由于存储回放视频的空间有限， 客户端可设置存储周期， 如只存 储当前时刻前一' 时的视频， 当前时刻前一小时再之前的视频删除，替换成当 前新获取的视频。
206 , 根据用户选择的回放信息获取回放视频， 该回放信息包括： 视频获 取装置的标识， 回放时间点。
因为之前的交互视频都作为回放视频存储于客户端的内部存储器或外部 存储器中， 则根据用户所需查看监控区域对应的视频获取装置的标识， 回放时 间点， 便可从客户端的内部存储器或外部存储器获取到用户所需的回放视频。
207 , 显示回放视频。
回放视频包括用户所查看时间点的监控区域中每个坐席的实际画面， 及 当时每个坐席的坐席信息及坐席状态信息，可满足用户查看监控区域之前的实 际情况的需要。
可选地， 如图 6所示， 图 6为本发明实施例二提供的一种视频监控方法 中的另一种回放视频的流程示意图。 在步骤 204， 显示交互视频之后， 该视频 监控方法还可以包括以下步骤：
208 , 根据用户选择的回放信息， 该回放信息包括： 视频获取装置的标识， 回放时间点， 从该标识对应的视频获取装置获取回放视频。
视频获取装置将之前获取到的视频作为回放视频进行存储， 则客户端根 据用户选择的回放信息，首先根据视频获取装置的标识确定获取回放视频的视 频获取装置， 然后根据回放时间点，便可从确定的视频获取装置获取相应的回 放视频。
209， 根据回放信息获取回放视频叠加信息， 该回放视频叠加信息包括： 叠加位置， 叠加位置对应的坐席的回放展示信息。
该回放视频叠加信息可从配置服务器中获取。
回放展示信息包括： 坐席身份信息和坐席回放状态信息。 配置服务器将 之前的坐席实时状态信息作为坐席实时状态信息存储于配置服务器中，则客户 端根据用户所需查看监控区域对应的视频获取装置的标识， 回放时间点，便可 从配置服务器获取到用户所需的回放视频对应的回放视频叠加信息。
210， 将回放展示信息按照叠加位置与回放视频叠加生成回放交互视频。 因为此时所用的视频为回放视频， 在回放视频中添加操作菜单意义并不 大， 只需向用户提供用户所需时间点坐席的真实画面， 坐席身份信息及用户所 需时间点的坐席状态信息，因此回放交互视频仅由回放视频和回放展示信息叠 力口生成。
211 , 显示回放交互视频。 回放交互视频包括用户所查看时间点的监控区域中每个坐席的实际画 面，及当时每个坐席的坐席身份信息及坐席状态信息， 可满足用户查看监控区 域之前的实际情况的需要。
下面以图 7为例详细说明本发明实施例三提供的一种监控服务器， 图 7 为本发明实施例三提供的一种监控服务器的结构示意图。该监控服务器用以实 现图 1所示的视频监控方法。
如图 7所示， 该监控服务器包括： 接收单元 310， 获取单元 320， 生成单 元 330和发送单元 340。
接收单元 310 用于接收客户端发送的监控请求， 该监控请求携带监控区 域对应的视频获取装置的标识。
其中， 视频获取装置的标识可以为视频获取装置的序列号， 也可以为监 控服务器为视频获取装置分配的 ID等。
获取单元 320用于从该标识对应的视频获取装置获取实时视频。
每个监控区域对应一个视频获取装置， 如摄像机。 该视频获取装置可置 于监控区域的顶部或墙壁上。在视频获取装置获取视频前， 需要配置视频获取 装置， 以保证视频获取装置每次获取相同的视频场景， 包括坐席的位置， 大小 及角度等相同。
因此， 如图 8所示， 该监控服务器还可以包括配置单元 350。 在从该标识 对应的视频获取装置获取实时视频之前获取单元 320 根据该标识从配置服务 器获取该监控区域对应的视频获取装置的配置信息。配置单元 350根据获取的 配置信息对该视频获取装置进行配置。
该配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参数等信 息。 该配置信息是根据监控区域的实际情况预先设定的。 例如， 预先根据监控 区域大小、 坐席数量调整缩放参数； 根据视频获取装置实际的安装位置调整水 平角度和垂直角度， 确定一组最佳的配置信息。
获取单元 320还用于根据该标识获取实时视频叠加信息。
获取单元 320可从配置服务器中获取该实时视频叠加信息。
该实时视频叠加信息包括： 叠加位置， 该叠加位置对应的坐席的实时展 示信息， 及叠加位置对应的坐席管理信息。
其中， 叠加位置为在实时视频中添加实时展示信息及操作菜单的位置， 该叠加位置设置于视频中显示的坐席的周围，每一个叠加位置占用视频中的一 个占位符号。 该叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。在预先设定视频获取装置的配置信息时，便可确定该视频获取装置对应的 固定视频场景， 然后根据固定视频场景设定每个坐席对应的叠加位置。将每个 监控区域确定的叠加位置预先存储于配置服务器中。当固定视频场景发生变化 时， 如监控区域的坐席发生变化， 配置信息发生变化时， 叠加位置需要重新设 定。
叠加位置对应的坐席的实时展示信息包括坐席身份信息 （如工号， 职位， 姓名等）， 坐席实时状态信息（如坐席忙， 坐席空闲， 通话等状态信息）。 其中， 坐席身份信息预先存储于配置服务器中，坐席实时状态信息可由配置服务器实 时从 CTI服务器获取。
叠加位置对应的坐席管理信息可以包括： 监听通话， 接入通话， 中断通 话等控制信息，将坐席的状态设置为指定状态的设置信息。 坐席管理信息可根 据用户的需要预先配置并存储于配置服务器中。
生成单元 330用于将实时展示信息按照叠加位置与获取的实时视频叠加， 将坐席管理信息以操作菜单的形式按照叠加位置与获取的实时视频叠加，生成 交互视频。
由于每个监控区域对应固定的视频获取装置， 且每次都对同一监控区域 对应的视频获取装置进行相同配置，所以同一监控区域对应的视频获取装置每 次获取的视频场景都是相同的，因此根据视频叠加信息便可准确的在获取的实 时视频中的每个坐席周围添加展示信息及操作菜单。发送单元 340用于将生成 的交互视频发送至客户端。
由于交互视频中包括视频获取装置获取的实时视频， 每个坐席的坐席身 份信息和坐席实时状态信息，及针对每个坐席的操作菜单。用户通过该交互视 频不仅可以获知每个坐席的坐席信息及实时状态信息，还可获知每个坐席的实 际情况，如坐席上的工作人员是否在工位，坐席上的工作人员的动作，表情等， 并且通过操作菜单可对坐席的通话进行控制和 /或对坐席的状态进行设置。
对坐席的通话进行控制可以包括： 监听通话， 接入通话以形成三方通话， 中断通话等控制。
对坐席的状态进行设置可以包括： 将坐席置闲， 将坐席置忙等设置。 利用本发明实施例三提供的监控服务器， 监控服务器将实时展示信息按 照叠加位置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式 按照叠加位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了 每个坐席的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获 知坐席的实际画面， 从而保证监控结果的真实性。
可选地， 如图 9 所示， 本发明实施例三提供的监控服务器还可以包括存 储单元 360。 通过图 9所示的监控服务器实现图 2所示的回放视频的方法。
存储单元 360 用于将交互视频作为回放视频进行存储， 该回放视频携带 获取该回放视频的视频获取装置的标识。
该回放视频存储于监控服务器的内部存储器或外部存储器。
接收单元 310 还用于接收客户端发送的回放请求， 该回放请求中携带回 放信息， 该回放信息包括： 视频获取装置的标识， 回放时间点。 获取单元 320 还用于获取该回放信息对应的回放视频。 因为之前的交互 视频都作为回放视频存储于监控服务器的内部存储器或外部存储器中，则获取 单元 320 根据用户所需查看监控区域对应的视频获取装置的标识， 回放时间 点， 便可从监控服务器的内部存储器或外部存储器获取到用户所需的回放视 频。
发送单元 340还用于将该回放视频发送至客户端。 回放视频包括用户所查看时间点的监控区域中每个坐席的实际画面， 及 当时每个坐席的坐席信息及坐席状态信息，可满足用户查看监控区域之前的实 际情况的需要。
可选地， 通过图 7所示的监控服务器实现图 3所示的回放视频的方法。 接收单元 310 还用于接收客户端发送的回放请求， 该回放请求中携带回 放信息， 该回放信息包括： 视频获取装置的标识， 回放时间点。
获取单元 320 还用于根据回放时间点从该标识对应的视频获取装置获取 回放视频。
视频获取装置将之前获取到的视频作为回放视频进行存储，则在接收单元 310接收到回放请求之后， 获取单元 320首先根据视频获取装置的标识确定获 取回放视频的视频获取装置， 然后根据回放时间点，便可从确定的视频获取装 置获取相应的回放视频。
获取单元 320还用于根据回放信息获取回放视频叠加信息，该回放视频叠 加信息包括： 叠加位置， 叠加位置对应的坐席的回放展示信息。
获取单元 320可从配置服务器中获取该回放视频叠加信息。 回放展示信息包括： 坐席身份信息和坐席回放状态信息。 配置服务器将 之前的坐席实时状态信息作为坐席回放状态信息存储于配置服务器中，则获取 单元 220 根据用户所需查看监控区域对应的视频获取装置的标识， 回放时间 点， 便可从配置服务器获取到用户所需的回放视频对应的回放视频叠加信息。 生成单元 330 还用于将回放展示信息按照叠加位置与回放视频叠加生成 回放交互视频。
因为此时所用的视频为回放视频， 在回放视频中添加操作菜单意义并不 大， 只需向用户提供用户所需时间点坐席的真实画面， 坐席身份信息及用户所 需时间点的坐席状态信息，因此回放交互视频仅由回放视频和回放展示信息叠 力口生成。
发送单元 340还用于将该回放交互视频发送至客户端。
回放交互视频包括用户所查看时间点的监控区域中每个坐席的实际画 面，及当时每个坐席的坐席身份信息及坐席状态信息， 可满足用户查看监控区 域之前的实际情况的需要。
下面以图 10为例详细说明本发明实施例四提供的一种监控服务器， 图 10 为本发明实施例四提供的一种监控服务器的结构示意图。该监控服务器用以实 现本发明实施例一中的视频监控方法。 如图 10所示， 该监控服务器包括： 接 收器 410、 处理器 420和发送器 430。
接收器 410用于接收客户端发送的监控请求，所述监控请求携带监控区域 对应的视频获取装置的标识；
处理器 420用于从所述标识对应的视频获取装置获取实时视频；根据所述 标识获取实时视频叠加信息， 所述实时视频叠加信息包括： 叠加位置， 所述叠 加位置对应的坐席的实时展示信息，及所述叠加位置对应的坐席管理信息； 将 所述实时展示信息按照所述叠加位置与所述实时视频叠加，将所述坐席管理信 息以操作菜单的形式按照所述叠加位置与所述实时视频叠加， 生成交互视频； 发送器 430用于将所述交互视频发送至客户端，以便于用户通过所述客户 端显示的所述交互视频中的操作菜单对坐席的通话进行控制或对坐席的状态 进行设置。
其中， 所述实时展示信息包括： 坐席身份信息和坐席实时状态信息。 处理器 420还用于根据所述标识获取所述视频获取装置的配置信息；根据 所述配置信息对所述视频获取装置进行配置。
其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
处理器 420还用于将所述交互视频作为回放视频进行存储，所述回放视频 携带所述标识；
接收器 410还用于接收客户端发送的回放请求，所述回放请求中携带回放 信息， 所述回放信息包括： 所述标识， 回放时间点；
处理器 420还用于获取所述回放信息对应的回放视频；
发送器 430还用于将所述回放视频发送至客户端。
接收器 410还用于接收客户端发送的回放请求，所述回放请求中携带回放 信息， 所述回放信息包括： 所述标识， 回放时间点；
获取回放视频； 根据所述回放信息获取回放视频叠加信息， 所述回放视频叠加 信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息； 将所述回放 展示信息按照所述叠加位置与所述回放视频叠加生成回放交互视频； 发送器 430还用于将所述回放交互视频发送至客户端。
其中， 所述回放展示信息包括： 坐席身份信息和坐席回放状态信息。 其中， 所述叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。 利用本发明实施例四提供的监控服务器， 监控服务器将实时展示信息按 照叠加位置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式 按照叠加位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了 每个坐席的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获 知坐席的实际画面， 从而保证监控结果的真实性。 下面以图 11 为例详细说明本发明实施例五提供的一种监控系统， 图 11 为本发明实施例五提供的一种监控系统的结构示意图。 该监控系统包括：
配置服务器 510， 视频获取装置 520， 监控服务器 530及客户端 540。 其中， 监控服务器 530用以实现本发明实施例一提供的视频监控方法。 配置服务器 510用于存储视频获取装置 520的配置信息，实时视频叠加信 息及回放视频信息。监控服务器 530获取的实时视频叠加信息及回放视频信息 是从配置服务器 510中获取的。
利用本发明实施例五提供的监控系统，监控服务器将实时展示信息按照叠 加位置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式按照 叠加位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了每个 坐席的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获知坐 席的实际画面， 从而保证监控结果的真实性。 下面以图 12为例详细说明本发明实施例六提供的一种客户端， 图 12为 本发明实施例六提供的一种客户端的结构示意图。该客户端用以实现图 4所示 的视频监控方法。
如图 12所示， 该客户端包括： 获取单元 610， 生成单元 620和显示单元
630。
获取单元 610用于根据用户选择的监控区域对应的视频获取装置的标识， 从该标识对应的视频获取装置获取实时视频。 其中， 视频获取装置的标识可以为视频获取装置的序列号， 也可以为监 控服务器为视频获取装置分配的 ID等。
每个监控区域对应一个视频获取装置， 如摄像机。 该视频获取装置可置 于监控区域的顶部或墙壁上。在视频获取装置获取视频前， 需要配置视频获取 装置， 以保证视频获取装置每次获取相同的视频场景， 包括坐席的位置， 大小 及角度等相同。 因此， 如图 1 3所示， 该客户端还可以包括配置单元 640。 在从该标识对 应的视频获取装置获取实时视频之前获取单元 61 0 根据该标识从配置服务器 获取该监控区域对应的视频获取装置的配置信息。配置单元 640根据获取的配 置信息对该视频获取装置进行配置。
该配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参数等信 息。 该配置信息是根据监控区域的实际情况预先设定的。 例如， 预先根据监控 区域大小、 坐席的数量调整缩放参数，根据视频获取装置实际的安装位置调整 水平角度和垂直角度， 确定一组最佳的配置信息。
获取单元 610还用于根据该标识获取实时视频叠加信息。
获取单元 610可从配置服务器中获取该实时视频叠加信息。 该实时视频叠加信息包括： 叠加位置， 该叠加位置对应的坐席的实时展 示信息， 及叠加位置对应的坐席管理信息。
其中， 叠加位置为在实时视频中添加实时展示信息及操作菜单的位置， 该叠加位置设置于视频中显示的坐席的周围，每一个叠加位置占用视频中的一 个占位符号。 该叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。在预先设定视频获取装置的配置信息时，便可确定该视频获取装置对应的 固定视频场景， 然后根据固定视频场景设定每个坐席对应的叠加位置。将每个 监控区域确定的叠加位置预先存储于配置服务器中。当固定视频场景发生变化 时， 如监控区域的坐席发生变化， 配置信息发生变化时， 叠加位置需要重新设 定。
叠加位置对应的坐席的实时展示信息包括坐席身份信息 （如工号， 职位， 姓名等）， 坐席实时状态信息（如坐席忙， 坐席空闲， 通话等状态信息）。 其中， 坐席身份信息预先存储于配置服务器中，坐席实时状态信息可由配置服务器实 时从 CTI服务器获取。 叠加位置对应的坐席管理信息可以包括： 监听通话， 接入通话， 中断通话 等控制信息，将坐席的状态设置为指定状态的设置信息。 坐席管理信息可根据 用户的需要预先配置并存储于配置服务器中。
生成单元 620用于将实时展示信息按照叠加位置与获取的实时视频叠加， 将坐席管理信息以操作菜单的形式按照叠加位置与获取的实时视频叠加，生成 交互视频。 由于每个监控区域对应固定的视频获取装置， 且每次都对同一监控区域 对应的视频获取装置进行相同配置，所以同一监控区域对应的视频获取装置每 次获取的视频场景都是相同的，因此根据视频叠加信息便可准确的在获取的实 时视频中的每个坐席周围添加展示信息及操作菜单。
将每个坐席的实时展示信息按照每个坐席对应的叠加位置与获取的实时 视频叠加，并且将坐席管理信息以操作菜单的形式按照叠加位置与获取的实时 视频叠加， 以便用户通过操作菜单对每个坐席的通话进行控制。
显示单元 630用于显示交互视频。 由于交互视频中包括视频获取装置获取的实时视频， 每个坐席的坐席身 份信息和坐席实时状态信息，及针对每个坐席的操作菜单。用户通过该交互视 频不仅可以获知每个坐席的坐席信息及实时状态信息，还可获知每个坐席的实 际情况，如坐席上的工作人员是否在工位，坐席上的工作人员的动作，表情等， 并且通过操作菜单可对坐席的通话进行控制和 /或对坐席的状态进行设置。
对坐席的通话进行控制可以包括： 监听通话， 接入通话以形成三方通话， 中断通话等控制。
对坐席的状态进行设置可以包括： 将坐席置闲， 将坐席置忙等设置。 利用本发明实施例六提供的客户端， 客户端将实时展示信息按照叠加位 置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式按照叠加 位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了每个坐席 的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获知坐席的 实际画面， 从而保证监控结果的真实性。
可选地， 如图 14所示， 本发明实施例六提供的客户端还可以包括存储单 元 650。 通过图 14所示的客户端实现图 5所示的回放视频的方法。 存储单元 650 用于将交互视频作为回放视频进行存储， 该回放视频携带 获取该回放视频的视频获取装置的标识。
该回放视频存储于客户端的内部存储器或外部存储器。
获取单元 610还用于根据用户选择的回放信息获取回放视频，该回放信息 包括： 视频获取装置的标识， 回放时间点。
因为之前的交互视频都作为回放视频存储于客户端的内部存储器或外部 存储器中， 则根据用户所需查看监控区域对应的视频获取装置的标识， 回放时 间点， 便可从客户端的内部存储器或外部存储器获取到用户所需的回放视频。
显示单元 630还用于显示回放视频。
回放视频包括用户所查看时间点的监控区域中每个坐席的实际画面，及当 时每个坐席的坐席信息及坐席状态信息，可满足用户查看监控区域之前的实际 情况的需要。 可选地， 通过图 12所示的客户端实现图 6所示的回放视频的方法。
获取单元 610还用于根据用户选择的回放信息， 该回放信息包括： 视频获 取装置的标识， 回放时间点， 从该标识对应的视频获取装置获取回放视频。
视频获取装置将之前获取到的视频作为回放视频进行存储， 则获取单元
610根据用户选择的回放信息， 首先根据视频获取装置的标识确定获取回放视 频的视频获取装置， 然后根据回放时间点，便可从确定的视频获取装置获取相 应的回放视频。
获取单元 610还用于根据回放信息获取回放视频叠加信息，该回放视频叠 加信息包括： 叠加位置， 叠加位置对应的坐席的回放展示信息。 获取单元 610可从配置服务器中获取该回放视频叠加信息。
回放展示信息包括： 坐席身份信息和坐席回放状态信息。 配置服务器将之 前的坐席实时状态信息作为坐席实时状态信息存储于配置服务器中，则获取单 元 610根据用户所需查看监控区域对应的视频获取装置的标识， 回放时间点， 便可从配置服务器获取到用户所需的回放视频对应的回放视频叠加信息。
生成单元 620 还用于将回放展示信息按照叠加位置与回放视频叠加生成 回放交互视频。 因为此时所用的视频为回放视频， 在回放视频中添加操作菜单意义并不 大， 只需向用户提供用户所需时间点坐席的真实画面， 坐席身份信息及用户所 需时间点的坐席状态信息，因此回放交互视频仅由回放视频和回放展示信息叠 力口生成。
显示单元 630还用于显示回放交互视频。
回放交互视频包括用户所查看时间点的监控区域中每个坐席的实际画面， 及当时每个坐席的坐席身份信息及坐席状态信息，可满足用户查看监控区域之 前的实际情况的需要。 下面以图 15为例详细说明本发明实施例七提供的一种客户端， 图 15为 本发明实施例七提供的一种客户端的结构示意图。该客户端用以实现本发明实 施例二中的视频监控方法。 如图 15所示， 该客户端包括： 接收器 710、 处理 器 720和发送器 730。
处理器 720用于根据用户选择的监控区域对应的视频获取装置的标识，从 所述标识对应的视频获取装置获取实时视频；根据所述标识获取实时视频叠加 信息， 所述实时视频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的实 时展示信息，及所述叠加位置对应的坐席管理信息； 将所述实时展示信息按照 所述叠加位置与所述实时视频叠加，将所述坐席管理信息以操作菜单的形式按 照所述叠加位置与所述实时视频叠加， 生成交互视频； 显示所述交互视频， 以 便于用户通过所述交互视频中的操作菜单对坐席的通话进行控制或对坐席的 状态进行设置。
其中， 所述实时展示信息包括： 坐席身份信息和坐席实时状态信息。 处理器 720 还用于在所述根据用户选择的监控区域对应的视频获取装置 的标识，从所述标识对应的视频获取装置获取实时视频之前，根据用户选择的 监控区域对应的视频获取装置的标识， 获取所述视频获取装置的配置信息； 根 据所述配置信息对所述视频获取装置进行配置。
其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
处理器 720还用于在所述显示所述交互视频之后，将所述交互视频作为回 放视频进行存储， 所述回放视频携带所述标识； 根据用户选择的回放信息获取 回放视频， 所述回放信息包括： 所述标识， 回放时间点； 显示所述回放视频。
处理器 720还用于在所述显示所述交互视频之后，根据用户选择的回放信 息， 所述回放信息包括： 所述标识， 回放时间点， 从所述标识对应的视频获取 装置获取回放视频； 根据所述回放信息获取回放视频叠加信息， 所述回放视频 叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息； 将所述 回放展示信息按照所述叠加位置与所述回放视频叠加生成回放交互视频；显示 所述回放交互视频。
其中， 所述回放展示信息包括： 坐席身份信息和坐席回放状态信息。 其中， 所述叠加位置是根据视频获取装置对应的固定视频场景预先设定 的。
利用本发明实施例七提供的客户端， 客户端将实时展示信息按照叠加位 置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式按照叠加 位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了每个坐席 的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获知坐席的 实际画面， 从而保证监控结果的真实性。
下面以图 16为例详细说明本发明实施例八提供的一种监控系统， 图 16 为本发明实施例八提供的一种监控系统的结构示意图。 该监控系统包括：
配置服务器 810， 视频获取装置 820及客户端 830。
其中， 客户端 830用以实现本发明实施例二提供的视频监控方法。
配置服务器 810用于存储视频获取装置 820的配置信息，实时视频叠加信 息及回放视频信息。客户端 820获取的实时视频叠加信息及回放视频信息是从 配置服务器 810中获取的。
利用本发明实施例八提供的监控系统，客户端将实时展示信息按照叠加位 置与获取的实时视频叠加，并将界面事件定义信息以操作菜单的形式按照叠加 位置与获取的实时视频叠加， 生成交互视频。 由于该交互视频包括了每个坐席 的实时展示信息及实际画面， 因此通过该视频监控方法， 可使用户获知坐席的 实际画面， 从而保证监控结果的真实性。 专业人员应该还可以进一步意识到， 结合本文中所公开的实施例描述的 各示例的单元及算法步骤， 能够以电子硬件、计算机软件或者二者的结合来实 现， 为了清楚地说明硬件和软件的可互换性，在上述说明中已经按照功能一般 性地描述了各示例的组成及步骤。 这些功能究竟以硬件还是软件方式来执行， 取决于技术方案的特定应用和设计约束条件。专业技术人员可以对每个特定的 应用来使用不同方法来实现所描述的功能，但是这种实现不应认为超出本发明 的范围。
结合本文中所公开的实施例描述的方法或算法的步骤可以用硬件、 处理 器执行的软件模块， 或者二者的结合来实施。 软件模块可以置于随机存储器 ( RAM )、 内存、 只读存储器（ROM )、 电可编程 R0M、 电可擦除可编程 R0M、 寄 存器、 硬盘、 可移动磁盘、 CD-ROM, 或技术领域内所公知的任意其它形式的存 储介质中。 以上所述的具体实施方式， 对本发明的目的、 技术方案和有益效果进行 了进一步详细说明，所应理解的是，以上所述仅为本发明的具体实施方式而已， 并不用于限定本发明的保护范围， 凡在本发明的精神和原则之内， 所做的任何 修改、 等同替换、 改进等， 均应包含在本发明的保护范围之内。

Claims

权 利 要 求
1、 一种视频监控方法， 其特征在于， 所述方法包括：
接收客户端发送的监控请求，所述监控请求携带监控区域对应的视频获取 装置的标识；
从所述标识对应的视频获取装置获取实时视频；
根据所述标识获取实时视频叠加信息， 所述实时视频叠加信息包括： 叠加 位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠加位置对应的坐席 管理信息；
将所述实时展示信息按照所述叠加位置与所述实时视频叠加，将所述坐席 管理信息以操作菜单的形式按照所述叠加位置与所述实时视频叠加，生成交互 视频；
将所述交互视频发送至客户端，以便于用户通过所述客户端显示的所述交 互视频中的操作菜单对坐席的通话进行控制或对坐席的状态进行设置。
2、 根据权利要求 1所述的方法， 其特征在于， 所述实时展示信息包括： 坐席身份信息和坐席实时状态信息。
3、 根据权利要求 1或 2所述的方法， 其特征在于， 在所述从所述标识对 应的视频获取装置获取实时视频之前， 所述方法还包括：
根据所述标识获取所述视频获取装置的配置信息；
根据所述配置信息对所述视频获取装置进行配置；
其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
4、 根据权利要求 1-3任一所述的方法， 其特征在于， 在所述将所述交互 视频发送至客户端之后， 所述方法还包括：
将所述交互视频作为回放视频进行存储， 所述回放视频携带所述标识； 接收客户端发送的回放请求， 所述回放请求中携带回放信息， 所述回放信 息包括： 所述标识， 回放时间点； 获取所述回放信息对应的回放视频；
将所述回放视频发送至客户端。
5、 根据权利要求 1-3任一所述的方法， 其特征在于， 在所述将所述交互 视频发送至客户端之后， 所述方法还包括：
接收客户端发送的回放请求， 所述回放请求中携带回放信息， 所述回放信 息包括： 所述标识， 回放时间点；
根据所述回放时间点从所述标识对应的视频获取装置获取回放视频； 根据所述回放信息获取回放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息；
将所述回放展示信息按照所述叠加位置与所述回放视频叠加生成回放交 互视频；
将所述回放交互视频发送至客户端。
6、 根据权利要求 5所述的方法， 其特征在于， 所述回放展示信息包括： 坐席身份信息和坐席回放状态信息。
7、 根据权利要求 1-6任一所述的方法， 其特征在于， 所述叠加位置是根 据视频获取装置对应的固定视频场景预先设定的。
8、 一种视频监控方法， 其特征在于， 所述方法包括：
根据用户选择的监控区域对应的视频获取装置的标识，从所述标识对应的 视频获取装置获取实时视频；
根据所述标识获取实时视频叠加信息， 所述实时视频叠加信息包括： 叠加 位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠加位置对应的坐席 管理信息；
将所述实时展示信息按照所述叠加位置与所述实时视频叠加，将所述坐席 管理信息以操作菜单的形式按照所述叠加位置与所述实时视频叠加，生成交互 视频； 显示所述交互视频，以便于用户通过所述交互视频中的操作菜单对坐席的 通话进行控制或对坐席的状态进行设置。
9、 根据权利要求 8所述的方法， 其特征在于， 所述实时展示信息包括： 坐席身份信息和坐席实时状态信息。
10、 根据权利要求 8或 9所述的方法， 其特征在于， 在所述根据用户选择 的监控区域对应的视频获取装置的标识，从所述标识对应的视频获取装置获取 实时视频之前， 所述方法还包括：
根据用户选择的监控区域对应的视频获取装置的标识，获取所述视频获取 装置的配置信息；
根据所述配置信息对所述视频获取装置进行配置；
其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
11、 根据权利要求 8-1 Q任一所述的方法， 其特征在于， 在所述显示所述 交互视频之后， 所述方法还包括：
将所述交互视频作为回放视频进行存储， 所述回放视频携带所述标识； 根据用户选择的回放信息获取回放视频， 所述回放信息包括： 所述标识， 回放时间点；
显示所述回放视频。
12、 根据权利要求 8-1 Q任一所述的方法， 其特征在于， 在所述显示所述 交互视频之后， 所述方法还包括：
根据用户选择的回放信息， 所述回放信息包括： 所述标识， 回放时间点， 从所述标识对应的视频获取装置获取回放视频；
根据所述回放信息获取回放视频叠加信息， 所述回放视频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息；
将所述回放展示信息按照所述叠加位置与所述回放视频叠加生成回放交 互视频；
显示所述回放交互视频。
1 3、 根据权利要求 12所述的方法， 其特征在于， 所述回放展示信息包括： 坐席身份信息和坐席回放状态信息。
14、 根据权利要求 8-1 3任一所述的方法， 其特征在于， 所述叠加位置是 根据视频获取装置对应的固定视频场景预先设定的。
15、 一种监控服务器， 其特征在于， 所述监控服务器包括：
接收单元， 用于接收客户端发送的监控请求， 所述监控请求携带监控区域 对应的视频获取装置的标识；
获取单元， 用于从所述标识对应的视频获取装置获取实时视频； 所述获取单元，还根据所述标识获取实时视频叠加信息， 所述实时视频叠 加信息包括： 叠加位置， 所述叠加位置对应的坐席的实时展示信息， 及所述叠 加位置对应的坐席管理信息；
生成单元，用于将所述实时展示信息按照所述叠加位置与所述实时视频叠 加，将所述坐席管理信息以操作菜单的形式按照所述叠加位置与所述实时视频 叠加， 生成交互视频；
发送单元， 用于将所述交互视频发送至客户端， 以便于用户通过所述客户 端显示的所述交互视频中的操作菜单对坐席的通话进行控制。
16、 根据权利要求 15所述的监控服务器， 其特征在于， 所述实时展示信 息包括： 坐席身份信息和坐席实时状态信息或对坐席的状态进行设置。
17、 根据权利要求 15或 16所述的监控服务器， 其特征在于， 所述获取装 置， 还用于根据所述标识获取所述视频获取装置的配置信息；
所述监控服务器还包括：
配置单元， 用于根据所述配置信息对所述视频获取装置进行配置； 其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
18、 根据权利要求 15-17任一所述的监控服务器， 其特征在于， 所述监控 服务器还包括：
存储单元， 用于将所述交互视频作为回放视频进行存储， 所述回放视频携 带所述标识；
所述接收单元，还用于接收客户端发送的回放请求， 所述回放请求中携带 回放信息， 所述回放信息包括： 所述标识， 回放时间点；
所述获取单元， 还用于获取所述回放信息对应的回放视频；
所述发送单元， 还用于将所述回放视频发送至客户端。
19、 根据权利要求 15-17任一所述的监控服务器， 其特征在于， 所述接收 单元， 还用于接收客户端发送的回放请求， 所述回放请求中携带回放信息， 所 述回放信息包括： 所述标识， 回放时间点； 置获取回放视频；
所述获取单元，还用于根据所述回放信息获取回放视频叠加信息， 所述回 放视频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息； 所述生成单元，还用于将所述回放展示信息按照所述叠加位置与所述回放 视频叠加生成回放交互视频；
所述发送单元， 还用于将所述回放交互视频发送至客户端。
20、 根据权利要求 19所述的监控服务器， 其特征在于， 所述回放展示信 息包括： 坐席身份信息和坐席回放状态信息。
21、 根据权利要求 15-20任一所述的监控服务器， 其特征在于， 所述叠加 位置是根据视频获取装置对应的固定视频场景及所述配置信息预先设定的。
22、 一种监控系统， 其特征在于， 所述系统包括： 客户端， 视频获取装置 及权利要求 15-21任一所述的监控服务器。
23、 根据权利要求 22所述的监控系统， 其特征在于， 所述系统还包括： 配置服务器；
所述监控服务器获取的实时视频叠加信息及回放视频叠加信息是从所述 配置服务器中获取的。
24、 一种客户端， 其特征在于， 所述客户端包括：
获取单元， 用于根据用户选择的监控区域对应的视频获取装置的标识，从 所述标识对应的视频获取装置获取实时视频；
所述获取单元，还用于根据所述标识获取实时视频叠加信息， 所述实时视 频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的实时展示信息， 及所 述叠加位置对应的坐席管理信息；
生成单元，用于将所述实时展示信息按照所述叠加位置与所述实时视频叠 加，将所述坐席管理信息以操作菜单的形式按照所述叠加位置与所述实时视频 叠加， 生成交互视频；
显示单元， 用于显示所述交互视频， 以便于用户通过所述交互视频中的操 作菜单对坐席的通话进行控制或对坐席的状态进行设置。
25、 根据权利要求 24所述的客户端， 其特征在于， 所述实时展示信息包 括： 坐席身份信息和坐席实时状态信息。
26、 根据权利要求 24或 25所述的客户端， 其特征在于， 所述获取单元， 还用于根据用户选择的监控区域对应的视频获取装置的标识，获取所述视频获 取装置的配置信息；
所述客户端还包括：
配置单元， 用于根据所述配置信息对所述视频获取装置进行配置； 其中， 所述配置信息包括： 视频获取装置的水平角度， 垂直角度及缩放参 数， 所述缩放参数是根据所述监控区域的大小及坐席数量确定的。
27、 根据权利要求 24-26任一所述的客户端， 其特征在于， 所述客户端还 包括：
存储单元， 用于将所述交互视频作为回放视频进行存储， 所述回放视频携 带所述标识；
所述获取单元，还用于根据用户选择的回放信息获取回放视频， 所述回放 信息包括： 所述标识， 回放时间点；
所述显示单元， 还用于显示所述回放视频。
28、根据权利要求 24-26任一所述的客户端，其特征在于，所述获取单元， 还用于根据用户选择的回放信息，所述回放信息包括：所述标识，回放时间点， 从所述标识对应的视频获取装置获取回放视频；
所述获取单元，还用于根据所述回放信息获取回放视频叠加信息， 所述回 放视频叠加信息包括： 叠加位置， 所述叠加位置对应的坐席的回放展示信息； 所述生成单元，还用于将所述回放展示信息按照所述叠加位置与所述回放 视频叠加生成回放交互视频；
所述显示单元， 还用于显示所述回放交互视频。
29、 根据权利要求 28所述的客户端， 其特征在于， 所述回放展示信息包 括： 坐席身份信息和坐席回放状态信息。
30、 根据权利要求 24-29任一所述的客户端， 其特征在于， 所述叠加位置 是根据视频获取装置对应的固定视频场景预先设定的。
31、 一种监控系统， 其特征在于， 所述系统包括： 权利要求 24-30任一所 述的客户端及视频获取装置。
32、 根据权利要求 31所述的监控系统， 其特征在于， 所述系统还包括： 配置服务器； 所述客户端获取的实时视频叠加信息及回放视频叠加信息是从所述配置 服务器中获取的。
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