WO2016015542A1 - 联络中心质检方法及装置 - Google Patents

联络中心质检方法及装置 Download PDF

Info

Publication number
WO2016015542A1
WO2016015542A1 PCT/CN2015/083120 CN2015083120W WO2016015542A1 WO 2016015542 A1 WO2016015542 A1 WO 2016015542A1 CN 2015083120 W CN2015083120 W CN 2015083120W WO 2016015542 A1 WO2016015542 A1 WO 2016015542A1
Authority
WO
WIPO (PCT)
Prior art keywords
agent client
quality inspection
monitoring
service request
session
Prior art date
Application number
PCT/CN2015/083120
Other languages
English (en)
French (fr)
Inventor
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
Publication of WO2016015542A1 publication Critical patent/WO2016015542A1/zh

Links

Images

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages

Definitions

  • the embodiments of the present invention relate to communication technologies, and in particular, to a contact center quality inspection method and apparatus.
  • the contact center is a comprehensive information service system based on modern communication and computer technology, fully utilizing the communication network and computer network, and integrated with the enterprise. It can automatically and flexibly handle a large number of incoming and outgoing calls. .
  • the call and the outgoing call service are generally the call between the agent and the user, that is, the agent provides the user with relevant consulting, business processing and other services.
  • a dedicated QA client should be included in the contact center system.
  • the existing contact centers are divided into traditional contact centers and peer-to-peer contact centers.
  • the existing contact center quality inspections are only server-based real-time quality inspections (that is, quality inspection management of traditional contact centers).
  • the server-based quality inspections includes: a quality inspection monitoring terminal, a computer telephony integration (CTI) server, a signaling/media server, an agent client, and a user terminal.
  • CTI computer telephony integration
  • the CTI server responds to the quality inspection service request from the quality inspection monitoring end, and the CTI server requests the signaling/media server from the signaling/media server after authenticating the quality inspection monitoring terminal.
  • Corresponding operations are performed for the quality inspection service request, thereby realizing a server-based real-time quality inspection.
  • the embodiment of the invention provides a method and device for quality inspection of a contact center, which realizes quality inspection management of a peer-to-peer contact center, so that the service quality of the peer-to-peer contact center is guaranteed.
  • an embodiment of the present invention provides a contact center quality inspection method, where the contact center includes a first quality inspection monitoring end and a plurality of agent clients, and the plurality of agent clients are connected to each other based on a peer-to-peer network.
  • the contact center quality inspection method including:
  • the first quality monitoring monitoring end sends a monitoring service request to the first agent client to monitor the communication between the first agent client and the first user terminal, wherein the monitoring service request carries the monitoring a parameter, the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the first Media attribute information of the listening session initiated by the quality inspection monitoring terminal; wherein the media attribute information is only inaudible;
  • the method before the sending, by the first quality monitoring terminal, the monitoring service request to the first agent client, the method further includes:
  • the first quality inspection monitoring end locates an agent client that needs quality inspection.
  • the first quality monitoring monitoring terminal locates an agent client that requires quality inspection, including:
  • the first quality inspection monitoring terminal sends a positioning request to any of the agent clients in the peer-to-peer network, wherein the positioning request carries a positioning parameter, and the positioning parameter includes: an encrypted quality inspection authority ID And a key, a request forwarding number, and the first quality inspection monitoring end network address;
  • the first quality inspection monitoring end receives a request confirmation message sent by the agent client after confirming the authority of the first quality inspection monitoring end,
  • the request confirmation message carries the identification parameter of the agent client, where the identification parameter includes: the agent client ID and the agent client network address; or
  • the first quality monitoring terminal receives a request confirmation message sent by the second agent client, where the second agent client is a hash table An agent client adjacent to an agent client that has been located by another QA monitoring terminal.
  • ,Also before the first quality monitoring monitor sends a monitoring service request to the first agent client, ,Also includes:
  • the first quality inspection monitoring end receives the report information that is sent by the agent client that is required to be inspected by the first quality inspection monitoring terminal, and the report information carries the status parameter of the agent client, where the status information is
  • the parameters include: the agent client ID, the agent client status, and a call letter. Information, a current session ID of the agent client and the user terminal, and a network address of the user terminal;
  • the first quality inspection monitoring end finds that the working status of the agent client needs to be quality checked according to the report information, wherein the agent client includes the first agent client.
  • the first quality monitoring terminal receives the After the first agent client sends a mixed media stream copy of the first agent client and the first user terminal, and starts to listen to the session between the first agent client and the first user terminal, the method further includes:
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client to perform communication corresponding to the quality inspection service request for communication between the first agent client and the first user terminal.
  • the quality inspection service request includes at least one of the following quality inspection service requests: a secret language service, a strong insertion service, an interception service, and a forced demolition service.
  • the first quality inspection monitoring end is to the first agent
  • the client sends a quality check service request to perform the quality check service operation on the communication between the first agent client and the first user terminal, including:
  • the first quality inspection monitoring end sends a cryptographic service request to the first agent client, where the ciphertext service request carries a cipher parameter, and the cipher parameter includes: the session performed by the first quality monitoring terminal Media attribute information; wherein the media attribute information is audible;
  • the first quality monitoring monitoring end receives a copy of the mixed media stream sent by the first agent client and the first user terminal, and starts a secret language with the first agent client.
  • the first quality inspection monitoring is performed if the quality inspection service request is an aggressive insertion service Sending a quality inspection service request to the first agent client to perform the quality inspection service operation on the communication between the first agent client and the first user terminal, including:
  • the first quality monitoring monitoring end sends an intrusion service request to the first agent client, where the intrusion service request carries an intruding parameter, where the intruding parameter includes: a conference mode parameter and the a media attribute information of the session performed by the quality monitoring terminal; wherein the media attribute information is audible, and the conference mode parameter type is active, so that the first agent client will use the first quality
  • the media stream of the monitoring terminal is mixed and sent to the first user terminal;
  • the first quality The monitoring and monitoring end sends a quality inspection service request to the first agent client to perform the quality inspection service operation on the communication between the first agent client and the first user terminal, including:
  • the first quality inspection monitoring end sends an interception service request to the first agent client, where the interception service request carries an interception parameter, where the interception parameter includes: the session performed by the first quality inspection monitoring end Media attribute information and session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, the session media attribute information type is inactive, Causeting the first agent client to suspend a session with the first user terminal;
  • the first quality inspection monitoring end establishes a session with the first user terminal by using a session initiation protocol SIP session establishment manner.
  • the first quality The monitoring and monitoring end sends a quality inspection service request to the first agent client to perform the quality inspection service operation on the communication between the first agent client and the first user terminal, including:
  • the first quality inspection monitoring end sends a forced disconnection service request to the first agent client, where the forced disconnection service request carries a forced disconnection parameter, where the forced disconnection parameter includes: the first agent client and the first a session media attribute information between the user terminals; wherein the session media attribute information type is inactive, so that the first agent client suspends the session with the first user terminal.
  • the positioning parameter further includes at least one of the following information: The current call duration of the agent client and the agent client capabilities.
  • an embodiment of the present invention provides a contact center quality inspection method, where the contact center includes a first quality inspection monitoring end and a plurality of agent clients, and the plurality of agent clients are connected to each other based on a peer-to-peer network.
  • the contact center quality inspection method including:
  • the first agent client When the first agent client communicates with the first user terminal, the first agent client receives the monitoring service request sent by the first quality monitoring terminal, where the monitoring service request carries the monitoring parameter
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring end network address, the first agent client and the first user terminal session ID, and the first quality Detecting media attribute information of the listening session initiated by the monitoring terminal; wherein the media attribute information is only inaudible;
  • the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client; wherein the local storage information includes: the first agent client information, call information, Peripheral agent hash table, quality inspection monitoring end permission set and authentication key and quality inspection status;
  • the first agent client mixes the first agent client with the media stream of the first user terminal, and sends the message to the first quality monitoring terminal.
  • the method before the receiving, by the first agent client, the monitoring service request sent by the first quality monitoring terminal, the method further includes:
  • the first agent client receives the positioning request sent by the first quality inspection monitoring terminal, where the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key, and a request a forwarding number and a network address of the first quality inspection monitoring terminal;
  • the first agent client If the first agent client is not located by another quality inspection monitoring terminal, the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, and The first quality inspection monitoring end sends a request confirmation message, where the request confirmation message carries the identification parameter of the first agent client, and the identification parameter includes: the first agent client ID and the first agent client website address;
  • the first agent client forwards the positioning request to an adjacent agent client in the hash table of the first agent client according to the neighboring agent hash table information, where the number of request forwardings in the positioning request is reduced A preset value.
  • the first agent client receives the monitoring service request sent by the first quality monitoring terminal ,Also includes:
  • the first agent client periodically sends report information to the first quality inspection monitoring end, where the report information carries a status parameter of the first agent client, and the status parameter includes: the seat The client ID, the agent client status, call information, the current session ID of the agent client and the user terminal, and the network address of the user terminal.
  • the method further includes:
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request, where the quality inspection service request includes at least one of the following quality inspection service requests. : Secret language business, forced insertion business, interception business and forced demolition business.
  • the first agent client receives the first A quality inspection service request sent by the quality inspection monitoring end, and responding according to the quality inspection service request, including:
  • the first agent client receives the ciphertext service request sent by the first quality inspection monitoring terminal, where the ciphertext service request carries a ciphertext parameter, where the ciphertext parameter includes: the first quality inspection monitoring end performs Media attribute information of the session; wherein the media attribute information is audible;
  • the first agent client mixes the first agent client with the media stream of the first user terminal, and then sends the message to the first quality monitoring terminal, and receives the cipher sent by the first quality monitoring terminal.
  • the first agent client if the quality check service request is an aggressive service Receiving a quality inspection service request sent by the first quality inspection monitoring terminal, and responding according to the quality inspection service request, including:
  • the first agent client receives an intrusion service request sent by the first quality inspection monitoring end, where the intrusion service request carries an intruding parameter, where the intruding parameter includes: a conference mode parameter and a The media attribute information of the session performed by the first quality inspection monitoring end; wherein the media attribute information is audible, and the conference mode parameter type is active;
  • the first agent client mixes the media flow of the first agent client with the first user terminal, sends the media stream to the first quality monitoring terminal, and mixes the media streams of the first quality monitoring terminal. And sending to the first user terminal to form a session between the first quality monitoring terminal, the first agent client, and the first user terminal.
  • the first agent receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request, including:
  • the first agent client receives the interception service request sent by the first quality inspection monitoring terminal, where the interception service request carries an interception parameter, where the interception parameter includes: the first quality inspection monitoring end performs The media attribute information of the session and the session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive ;
  • the first agent client suspends a session with the first user terminal.
  • the first agent receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request, including:
  • the first agent client receives the forced disconnection service request sent by the first quality inspection monitoring end, wherein the forced disconnection service request carries a forced disconnection parameter, and the forced disconnection parameter includes: the first agent client and the The session media attribute information between the first user terminals; wherein the session media attribute information type is inactive;
  • the first agent client suspends a session with the first user terminal.
  • the local storage information further includes at least one of the following information : The agent's current call duration and agent client capabilities.
  • an embodiment of the present invention provides a quality inspection monitoring end, where the quality inspection monitoring end is a first quality inspection monitoring end, and the quality inspection monitoring end includes:
  • a sending module configured to send a monitoring service request to the first agent client, to perform monitoring on the communication between the first agent client and the first user terminal, where the monitoring service request carries a monitoring parameter, where
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the first quality inspection monitoring The media attribute information of the listening session initiated by the terminal; wherein the media attribute information is only inaudible;
  • a monitoring module configured to receive a copy of the mixed media stream of the first agent client and the first user terminal sent by the first agent client, and start to monitor the first agent client and the first user terminal Conversation.
  • the method further includes:
  • a positioning module for locating an agent client that requires quality inspection is provided.
  • the positioning module includes:
  • a sending unit configured to send a positioning request to any of the agent clients in the peer-to-peer network, wherein the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key The number of request forwardings and the network address of the first quality inspection monitoring terminal;
  • a receiving unit configured to: when the agent client is not located by another quality inspection monitoring terminal, receive a request confirmation message sent by the agent client after confirming the permission of the first quality inspection monitoring end, the request confirmation
  • the message carries the identification parameter of the agent client, where the identification parameter includes: the agent client ID and the agent client network address; or
  • the receiving unit is configured to receive a request confirmation message sent by the second agent client if the agent client has been located by another quality inspection monitoring end, wherein the second agent client is in the hash table and the An agent client that is adjacent to the agent client that has been located by another QA monitoring terminal.
  • the method further includes:
  • the receiving module is configured to receive the report information that is sent by the agent client that is required to be inspected by the first quality inspection monitoring terminal, and the report information carries the status parameter of the agent client, where the status parameter includes: The agent client ID, the agent client status, call information, a current session ID of the agent client and the user terminal, and a network address of the user terminal;
  • the discovery module is configured to perform quality check on the working status of the agent client according to the report information, where the agent client includes the first agent client.
  • the method further includes:
  • a quality inspection module configured to send a quality inspection service request to the first agent client, to perform quality inspection corresponding to the quality inspection service request for communication between the first agent client and the first user terminal
  • the operation, the quality inspection service request includes at least one of the following quality inspection service requests: a whispering service, Forced business, intercepted business and demolished business.
  • the quality inspection module is specifically configured to:
  • the quality inspection module is specifically used to:
  • the intrusion service request carries an intruding parameter
  • the intrusion parameter includes: a conference mode parameter and a session performed by the first quality inspection monitoring end Media attribute information, wherein the media attribute information is audible, and the conference mode parameter type is active, so that the first agent client mixes the media streams of the first quality inspection monitoring end Giving the first user terminal;
  • the quality inspection module Specifically used for:
  • the interception service request carries an interception parameter
  • the interception parameter includes: media attribute information of the session performed by the first quality inspection monitoring end, and the The session media attribute information between the client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive, so that the first agent client Suspending a session with the first user terminal;
  • a session with the first user terminal is established by using a session initiation protocol SIP session establishment mode.
  • the quality inspection module Specifically, the method is: sending a forced disconnection service request to the first agent client, where the forced disconnection service request carries a strong demolition parameter, where the forced disconnection parameter includes: the first agent client and the first user terminal Inter-session media attribute information; wherein the session media attribute information type is inactive, so that the first agent client suspends a session with the first user terminal.
  • the positioning parameter further includes at least one of the following information: The current call duration of the agent client and the agent client capabilities.
  • the embodiment of the present invention provides an agent client, where the agent client is a first agent client, and the agent client includes:
  • a first receiving module configured to receive, when the first agent client communicates with the first user terminal, a monitoring service request sent by the first quality monitoring terminal, where the monitoring service request carries a monitoring parameter, the intercepting parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the Media attribute information of the monitoring session initiated by the quality inspection monitoring terminal; wherein the media attribute information is only inaudible;
  • the authentication module is configured to confirm the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, where the local storage information includes: the first agent client information, call information, and the periphery Agent hash table, quality control monitoring end permission set and authentication key and quality inspection status;
  • the first sending module is configured to mix the first agent client with the media stream of the first user terminal, and then send the message to the first quality monitoring terminal.
  • the method further includes:
  • a second receiving module configured to receive a positioning request sent by the first quality inspection monitoring end, where the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key, and a request a forwarding number and a network address of the first quality inspection monitoring terminal;
  • a confirmation module configured to confirm the authority of the first quality inspection monitoring end according to the local storage information of the first agent client, if the first agent client is not located by another quality inspection monitoring end, and to the first The quality inspection monitoring end sends a request confirmation message, where the request confirmation message carries the identification parameter of the first agent client, and the identification parameter includes: the first agent client ID and the first agent client network address ;
  • a forwarding module configured to forward the positioning request to an adjacent agent client in the hash table of the first agent client according to the neighboring agent hash table information, where the number of request forwarding in the positioning request is reduced by one Set the value.
  • the method further includes:
  • a second sending module configured to periodically send report information to the first quality inspection monitoring end, where the report information carries a status parameter of the first agent client, where the status parameter includes: the agent client ID, The agent client status, call information, a current session ID of the agent client and the user terminal, and a network address of the user terminal.
  • the method further includes:
  • a response module configured to receive a quality inspection service request sent by the first quality inspection monitoring end, and respond according to the quality inspection service request, where the quality inspection service request includes at least one of the following quality inspection service requests: a whisper Business, forcing business, intercepting business and demolishing business.
  • the response module is specifically configured to:
  • the ciphertext service request carries a ciphertext parameter
  • the ciphertext parameter includes: media attribute information of the session performed by the first quality inspection monitoring end; Wherein, the media attribute information is audible;
  • the first agent client is mixed with the media stream of the first user terminal, and then sent to the first quality monitoring terminal, and receives the cipher sent by the first quality monitoring terminal.
  • the response module is specifically used to :
  • the intrusion service request carries an intruding parameter
  • the intrusion parameter includes: a conference mode parameter and the first quality inspection monitoring end Media attribute information of the session; wherein the media attribute information is audible, and the conference mode parameter type is active;
  • the first agent client is mixed with the media stream of the first user terminal, and then sent to the first quality monitoring terminal, and the media stream of the first quality monitoring terminal is mixed and sent to the first user. End Ending to form a session between the first quality inspection monitoring end, the first agent client, and the first user terminal.
  • the response module is specific Used for:
  • the interception service request carries an interception parameter
  • the interception parameter includes: media attribute information of the session performed by the first quality inspection monitoring end The session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive;
  • the response module is specific Used for:
  • the forced disconnection service request carries a strong demolition parameter
  • the forced demolition parameter includes: between the first agent client and the first user terminal Session media attribute information; wherein the session media attribute information type is inactive;
  • the local storage information further includes at least one of the following information : The agent's current call duration and agent client capabilities.
  • the first quality inspection monitoring end sends a monitoring service request to the first agent client to monitor the communication between the first agent client and the first user terminal, wherein the monitoring service request carries a monitoring parameter
  • the intercepting parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the Media attribute information of the monitoring session initiated by the quality check monitoring terminal; wherein the media attribute information is only inaudible; further, receiving the first agent client and the first sent by the first agent client A copy of the mixed media stream of the user terminal, and starting to monitor the session between the first agent client and the first user terminal, thereby implementing quality check management on the peer contact center.
  • the quality of service for peer-to-peer focal points is guaranteed.
  • Embodiment 1A is a schematic flow chart of Embodiment 1 of a quality inspection method for a contact center according to the present invention
  • FIG. 1B is a schematic diagram of an application scenario of a quality inspection method of a contact center according to the present invention.
  • FIG. 2 is a signaling flow chart 1 of a method for quality inspection of a contact center according to the present invention
  • FIG. 3 is a signaling flow chart 2 of a method for quality inspection of a contact center according to the present invention
  • FIG. 4 is a signaling flow chart 3 of a method for quality inspection of a contact center according to the present invention.
  • FIG. 5 is a signaling flow chart 4 of a method for quality inspection of a contact center according to the present invention.
  • Embodiment 2 is a schematic flow chart of Embodiment 2 of a quality inspection method for a contact center according to the present invention
  • Embodiment 7 is a schematic flow chart of Embodiment 3 of a method for quality inspection of a contact center according to the present invention.
  • Embodiment 8 is a schematic structural view of Embodiment 1 of the quality inspection monitoring end of the present invention.
  • Embodiment 9 is a schematic structural view of Embodiment 2 of the quality inspection monitoring end of the present invention.
  • Embodiment 1 of an agent client according to the present invention.
  • FIG. 11 is a schematic structural diagram of Embodiment 2 of an agent client according to the present invention.
  • FIG. 1A is a schematic flowchart of Embodiment 1 of a method for quality inspection of a contact center according to the present invention.
  • the contact center includes a first quality inspection monitoring end and a plurality of agent clients, and the plurality of agent clients are connected to each other based on a peer-to-peer network, such as As shown in FIG. 1A, the method in this embodiment may include:
  • Step 101 The first quality inspection monitoring end sends a monitoring service request to the first agent client, so as to The communication between the first agent client and the first user terminal is monitored.
  • FIG. 1B is a schematic diagram of an application scenario of a contact center quality inspection method according to the present invention.
  • the contact center quality inspection method in the embodiment of the present invention is based on a Peer-to-Peer Contact Center (PPCC).
  • PPCC Peer-to-Peer Contact Center
  • the contact center is characterized by multiple simple agent clients (such as agent client A, agent client B, agent client C, etc.) through the tree, mesh Or a peer-to-peer network (Peer to Peer, P2P for short) can support the service relationship between the agent client and the user terminal.
  • the peer-to-peer network is a network architecture in which resources (computing, storage, communication, information, etc.) are distributed and shared.
  • the P2P network architecture does not have a central node in media communication, that is, nodes are peer-to-peer. That is, peer-to-peer communication can be performed between nodes, and each node has the functions of receiving, storing, transmitting, and integrating media content and searching for and searching for media metadata.
  • the node includes, but is not limited to, an agent client in the embodiment of the present invention. As shown in FIG. 1B, the user terminal calls the nearest agent client of the access point (such as the agent client C in FIG. 1B) through a Session Initiation Protocol (SIP), and the agent client C routes the Calling to the target agent client (such as the agent client B in FIG.
  • SIP Session Initiation Protocol
  • the agent client B and the user terminal pass a Real-time Transport Protocol (RTP) and a real-time transmission control protocol (
  • RTP Real-time Transport Protocol
  • RTCP real-time transmission control protocol
  • the quality inspection monitoring end may perform quality inspection on the session between the agent client and the corresponding user terminal.
  • FIG. 2 is a signaling flow chart 1 of a method for quality inspection of a contact center according to the present invention.
  • the first quality inspection monitors.
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring end network address, the first agent client and the first user terminal session ID, and the first quality check
  • the encrypted quality control authority ID and key information are used by the first agent client to authenticate the first quality inspection monitoring end; the first quality inspection monitoring end network address information is used to be When the first agent client sends information to the first quality inspection monitoring terminal, the first agent client conveniently finds the first quality inspection monitoring terminal; the first agent client and the first agent client The first user terminal session ID information is used to indicate the session that the first quality monitoring terminal wants to listen to; the media attribute information of the listening session initiated by the first quality monitoring terminal is used to indicate the first agent client Whether the first agent client and the media stream of the first user terminal are mixed and sent, and the media attribute information is only inaudible, indicating that the first quality monitoring terminal can hear the first agent client a session between the terminal and the first user terminal (that is, the first agent client mixes the media stream of the first agent client and the first user terminal and sends the media stream to the first quality monitoring End), but the first agent client or the first user terminal cannot hear the sound of the first quality monitoring terminal.
  • the listen parameter may be carried by adding a line in the Session Description Protocol (SDP), or may be used in the protocol content.
  • SDP Session Description Protocol
  • XML extensible markup language
  • Step 102 The first quality monitoring monitoring end receives a copy of the mixed media stream sent by the first agent client and the first user terminal, and starts listening to the first agent client. A session with the first user terminal.
  • the first quality inspection monitoring end receives, by the first agent client, the first agent client according to the media attribute information (for listening only) A mixed media stream copy of the first agent client and the first user terminal that is sent after being mixed with the media stream of the first user terminal, and starts to listen to the session between the first agent client and the first user terminal.
  • the first quality is further included
  • the monitoring monitoring terminal receives the response message sent by the first agent client, and the first quality monitoring terminal sends the media attribute of the monitoring session initiated by the first quality monitoring terminal to the first agent client.
  • Information, the media attribute information is only inaudible, and further, the first quality monitoring terminal receives the mixed media of the first agent client and the first user terminal sent by the first agent client. Streaming the copy and starting to listen to the session between the first agent client and the first user terminal.
  • the first quality inspection monitoring end sends a monitoring service request to the first agent client to monitor the communication between the first agent client and the first user terminal, wherein the monitoring service The request carries a listening parameter, and the listening parameter includes: an encrypted quality check permission ID and a secret Key, the first quality inspection monitoring network address, the first agent client and the first user terminal session ID, and media attribute information of the listening session initiated by the first quality inspection monitoring terminal; The media attribute information is only to be heard; further, receiving a copy of the mixed media stream sent by the first agent client and the first user terminal, and starting to monitor the first agent
  • the client and the first user terminal have a session, thereby realizing the quality inspection management of the peer-to-peer contact center, so that the service quality of the peer-to-peer contact center is guaranteed.
  • the method further includes: the first quality inspection monitoring end locates an agent client that needs quality inspection.
  • the first quality inspection monitoring end locates an agent client that needs quality inspection, and includes:
  • the first quality inspection monitoring terminal sends a positioning request to any of the agent clients in the peer-to-peer network, wherein the positioning request carries a positioning parameter, and the positioning parameter includes: an encrypted quality inspection authority ID And the key, the number of request forwardings, and the first quality check monitoring network address.
  • the encrypted quality control authority ID and the key information are used by the agent client that receives the positioning request to authenticate the first quality inspection monitoring end; the request forwarding number is used to limit the number The number of agent clients that need to be inspected by the quality inspection monitoring terminal; the first quality inspection monitoring terminal network address information is used when the agent client that receives the positioning request sends information to the first quality inspection monitoring terminal The agent client conveniently finds the first quality inspection monitoring end.
  • the first quality inspection monitoring end receives a request confirmation message sent by the agent client after confirming the authority of the first quality inspection monitoring end
  • the request confirmation message carries the identification parameter of the agent client, where the identification parameter includes: the agent client ID and the agent client network address.
  • the agent client ID is used to manage the agent client information list that needs to be checked by the first quality inspection monitoring terminal; the agent client network address is used to represent the quality sent by the first quality inspection monitoring terminal.
  • the destination address of the service request is detected, wherein the quality check service request may be at least one of a service request, a lingo, a strong insertion, a forced release, and an interception service request.
  • the information carried in the identification parameter belongs to the information in the agent client information in the local storage information of the agent client.
  • the local storage information may be stored in a local cache or in a distributed cache.
  • the first quality inspection monitoring end receives a request confirmation message sent by the second agent client, where the second agent client is in the hash table.
  • An agent client adjacent to the agent client that has been located by another QA monitoring terminal is that the second agent client receives the positioning request forwarded by the agent client that has been located by another quality inspection monitoring end, and confirms that the first quality inspection monitoring end is a message sent after the permission, wherein the second agent client is not located by another quality inspection monitoring terminal, wherein the request confirmation message carries the identification parameter of the second agent client, and the identification parameter includes: The second agent client ID and the second agent client network address.
  • the second agent client ID is used by the first quality monitoring monitoring terminal to manage a list of agent client information that requires quality inspection; and the second agent client network address is used to represent the first quality inspection monitoring.
  • the information carried in the identification parameter belongs to the information in the agent client information in the local storage information of the second agent client.
  • the agent client that has been positioned by another quality inspection monitoring terminal directly forwards the positioning request to the neighboring agent hash table of the agent client.
  • the agent client (second agent client) adjacent to the agent client that has been positioned by another quality inspection monitoring terminal if the second agent client is not positioned by another quality inspection monitoring terminal, the first After confirming the permission of the first quality inspection monitoring end, the two-seat client sends a request confirmation message to the first quality inspection monitoring end, where the request confirmation message carries the identification parameter of the second agent client, and sets the setting
  • the quality check status in the local storage information of the second agent client is “quality check”, and further, the second agent client sends the positioning to the adjacent agent client in the hash table of the second agent client.
  • the request wherein the number of request forwardings is decremented by a preset value.
  • the hash table may be obtained by an agent client through a Distributed Hash Table (DHT) algorithm or a general hash algorithm.
  • DHT Distributed Hash Table
  • the positioning parameter carried in the positioning request may further include at least one of the following information: an agent client current call duration and an agent client capability, where the first quality inspection monitoring terminal needs to be upgraded or lowered.
  • the number of agent clients, correspondingly, the local storage information of the agent client also includes at least one of the following information: the current call duration of the agent client and the agent client capability.
  • the agent client that receives the positioning request confirms the authority of the first quality inspection monitoring terminal, according to The current call duration information of the agent client in the local storage information of the agent client determines whether the current call duration of the agent client in the positioning parameter is met. If the agent client has a current call duration of 40 minutes, the agent client replies with a request confirmation message to the QC monitoring terminal that sends the positioning request, where the request confirmation message includes the agent client ID. And the agent client network address.
  • the first quality inspection monitoring end receives the report information periodically sent by the agent client that needs to be inspected by the first quality inspection monitoring end
  • the report information carries a status parameter of the agent client, where the status parameter includes: the agent client ID, the agent client status, call information, a current session ID of the agent client and the user terminal, and the The network address of the user terminal;
  • the first quality inspection monitoring end finds that the working status of the agent client needs to be quality checked according to the report information, wherein the agent client includes the first agent client.
  • the first quality inspection monitoring end receives the report information periodically sent by each agent client that needs to be inspected by the first quality inspection monitoring end, and the report information carries the corresponding agent.
  • the status parameter of the client, the status parameter includes: the agent client ID, the agent client status, call information, a current session ID of the agent client and the user terminal, and a network address of the user terminal.
  • the agent client ID, the agent client status information, the call information, the current session ID of the agent client and the user terminal, and the network address information of the user terminal belong to the agent client. Store information in the local information.
  • the agent client ID is used by the first quality inspection monitoring terminal to find the agent client; the agent client status includes the agent client is online, busy, offline, etc.; the call information includes The agent client's current session start time, the call duration, and the current call customer information, etc., the agent client status and call information is determined by the first quality inspection monitoring terminal to perform quality check on the agent client.
  • the first session ID of the agent client and the user terminal is used to quickly and accurately perform the quality check on the agent client when the first quality monitoring terminal wants to perform quality check on the agent client.
  • the network address of the user terminal is used to establish the first quality inspection monitoring terminal with the user terminal when the quality inspection service is an interception service The basis of the conversation.
  • the first quality inspection monitoring terminal finds which environment of the agent client needs to be quality checked according to the state parameter, for example, the first quality inspection monitoring terminal finds that the working state of an agent client is abnormal according to the state parameters of each agent client. If the duration of the call is abnormal or the status of the agent client is abnormal, the first quality monitoring terminal needs to perform quality check on the working status of the agent client, where The agent client includes the first agent client. Further, the first quality inspection monitoring end sends a monitoring service request to the first agent client.
  • the method further includes:
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client to perform communication corresponding to the quality inspection service request for communication between the first agent client and the first user terminal.
  • the quality inspection service request includes at least one of the following quality inspection service requests: a secret language service, a strong insertion service, an interception service, and a forced demolition service.
  • the first quality inspection monitoring end further performs the communication monitoring between the first agent client and the first user terminal. And sending, to the first agent client, another quality check service request, to perform a quality check operation corresponding to the quality check service request for communication between the first agent client and the first user terminal,
  • the quality inspection service request may be at least one of the following quality inspection service requests: a secret language service, a strong insertion service, an interception service, and a forced demolition business.
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client, to the first agent client and the first user terminal.
  • Inter-communication performs the quality inspection business operations, including:
  • the first quality inspection monitoring end sends a cryptographic service request to the first agent client, where the ciphertext service request carries a cipher parameter, and the cipher parameter includes: the session performed by the first quality monitoring terminal Media attribute information, wherein the media attribute information is audible, and the media attribute information of the session performed by the first quality monitoring terminal is used to indicate whether the first agent client will
  • the first client and the media stream of the first user terminal are mixed and sent, and the media attribute information is audible, indicating that the first quality monitoring terminal can hear the first agent client and the a session between the first user terminals (that is, the first agent client mixes the media stream of the first agent client with the first user terminal and sends the media stream to the first quality monitoring terminal)
  • the first agent client may talk to the first quality monitoring terminal, but the first user terminal may not hear the session between the first quality monitoring terminal and the first agent client.
  • the cipher parameter may further include: an encrypted QC privilege ID and a key.
  • the password parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the encrypted quality For details of the privilege ID and the key and the network address of the first quality inspection monitoring terminal, refer to the foregoing part in the embodiment of the present invention, and details are not described herein again.
  • the password parameter may further include: the first agent client and the first user terminal session ID, the first agent client and the first user terminal session ID are used to indicate the The first quality monitoring terminal wants to conduct a cipher conversation to achieve the purpose of the calibration session.
  • the first quality monitoring monitoring end receives a copy of the mixed media stream sent by the first agent client and the first user terminal, and starts a secret language with the first agent client.
  • the first quality inspection monitoring terminal first sends a secret language service request to the first agent client, where the secret language
  • the service request carries a password parameter, and further, after receiving the permission of the first agent client to confirm the first quality inspection monitoring terminal (where the password parameter includes an encrypted quality inspection authority ID and a key) Sending a copy of the mixed media stream of the first agent client and the first user terminal, thereby starting a secret message with the first agent client.
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client, to the first agent client and the first user terminal.
  • the communication between the quality inspection business operations includes:
  • the first quality monitoring monitoring end sends an intrusion service request to the first agent client, where the intrusion service request carries an intruding parameter, where the intruding parameter includes: a conference mode parameter and the a media attribute information of the session performed by the quality monitoring terminal; wherein the media attribute information is audible, and the conference mode parameter type is active, so that the first agent client will use the first quality
  • the media stream of the monitoring terminal is mixed and sent to the first user terminal.
  • the conference mode parameter type is active, and is configured to enable the first agent client to mix the media streams of the first quality inspection monitoring end and send the media streams to the first user terminal, so that the first user
  • the terminal may also hear the sound of the first quality inspection monitoring terminal;
  • the media attribute information of the session performed by the first quality inspection monitoring end is used to indicate whether the first agent client or not the first agent client and the first agent client
  • the media stream of a user terminal is mixed and sent, and the media attribute information is audible, indicating that the first quality monitoring terminal can hear between the first agent client and the first user terminal.
  • the session, and the session mode parameter type is active, so the first user terminal can also hear the session between the first QA monitoring terminal and the first agent client.
  • the intrusion parameter may further include: an encrypted quality inspection authority ID and a key.
  • the strong insertion parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the intrusion parameter may further include: a session ID between the first agent client and the first user terminal, and a session ID of the first agent client and the first user terminal is used to indicate The first quality inspection monitoring terminal wants to perform an intruding session to achieve the purpose of the calibration session.
  • the conference mode parameter type is inactive, the conference mode is not enabled, and the first agent client does not mix the media streams of the first quality inspection monitoring end and sends the media stream to the first user terminal.
  • the first quality inspection monitoring end first sends an intrusion service request to the first agent client, where the The intrusion service request carries an intruding parameter, where the conference mode parameter type is active, and further, after receiving the permission of the first agent client, the first agent client is received (wherein The intrusion parameter includes an encrypted QC ID and a key) a copy of the mixed media stream sent by the first agent client and the first user terminal, and the first agent client has the first The media streams of the quality inspection monitoring end are mixed and sent to the first user terminal, thereby forming a session between the first quality inspection monitoring end, the first agent client, and the first user terminal.
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client, to the first agent client and the first user terminal.
  • Inter-communication performs the quality inspection business operations, including:
  • the first quality inspection monitoring end sends an interception service request to the first agent client, where the interception service request carries an interception parameter, where the interception parameter includes: the session performed by the first quality inspection monitoring end Media attribute information and session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, the session media attribute information type is inactive, Causing the first agent client to suspend a session with the first user terminal.
  • the session media attribute information type is inactive, configured to enable the first agent client to suspend a session with the first user terminal; the media attribute information is audible, the same
  • the first quality monitoring terminal can perform a session with the first user terminal because the session media attribute information type is inactive.
  • the first quality inspection monitoring end establishes a session with the first user terminal by using a session initiation protocol SIP session establishment manner.
  • the first quality inspection monitoring end establishes the first quality inspection monitoring end and the first user terminal by using a session initiation protocol SIP session establishment manner according to the network address of the first user terminal in the status parameter.
  • the session between the two, optionally, the SIP session establishment manner includes, but is not limited to, a REFER method, a Re-INVITE method.
  • the interception parameter may further include: an encrypted quality control authority ID and a key.
  • the intercepting parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the intercepting parameter may further include: the first agent client and the first user terminal session ID, the first agent client and the first user terminal session ID are used to indicate the The first quality monitoring terminal wants to intercept the session to achieve the purpose of the calibration session.
  • the first agent client does not suspend the session with the first user terminal, and since the media attribute information is audible, the The first quality monitoring terminal can hear the session between the first agent client and the first user terminal.
  • FIG. 5 is a signaling flow chart 4 of a method for quality inspection of a contact center according to the present invention.
  • the first quality inspection monitoring end first sends an interception service request to the first agent client, where the interception is performed.
  • the service request carries an interception parameter, where the session media attribute information type is inactive (correspondingly, the first agent client suspends the session with the first user terminal), and further, the first quality check
  • the monitoring end establishes a session with the first user terminal by using a session initiation protocol SIP session establishment manner, so that the first quality inspection monitoring end performs a session with the first user terminal.
  • the first quality inspection monitoring end sends a quality inspection service request to the first agent client, to the first agent client and the first user terminal.
  • Inter-communication performs the quality inspection business operations, including:
  • the first quality inspection monitoring end sends a forced unpacking service request to the first agent client, where
  • the strong-breaking service request carries a strong-demolition parameter, where the forced-removal parameter includes: session media attribute information between the first agent client and the first user terminal; and the session media attribute information type is inactive, so that the The first agent client suspends the session with the first user terminal.
  • the session media attribute information type is inactive, and is used to enable the first agent client to suspend a session with the first user terminal.
  • the session quality attribute information type is inactive, indicating that the first quality inspection monitoring end performs a forced disconnection between the first agent client and the first user terminal, and the first quality inspection monitoring terminal does not need to The first user terminal or the first agent client communicates.
  • the forced disconnection parameter may further include: an encrypted quality inspection authority ID and a key.
  • the forced disconnection parameter may further include: the first quality inspection monitor network address, and the first quality inspection monitor network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the forced disconnection parameter may further include: a session ID between the first agent client and the first user terminal, where the first agent client and the first user terminal session ID are used to indicate the The first quality inspection monitoring terminal wants to perform a forced demolition session to achieve the purpose of the calibration session.
  • the first quality inspection monitoring end sends a monitoring service request to the first agent client to monitor the communication between the first agent client and the first user terminal, and receives the a copy of the mixed media stream of the first agent client and the first user terminal sent by the client, starting to listen to the session between the first agent client and the first user terminal, and further, the first quality check
  • the monitoring end sends another quality inspection service request to the first agent client, and the quality inspection service request may be a cryptographic service, an intrusion service, an interception service, or a demolition service, thereby implementing quality inspection management on the peer contact center. To ensure the quality of service of peer-to-peer contact centers.
  • the contact center includes a first quality inspection monitoring terminal and a plurality of agent clients, and the plurality of agent clients are connected to each other based on a peer-to-peer network, such as As shown in FIG. 6, the method in this embodiment may include:
  • Step 601 When the first agent client communicates with the first user terminal, the first agent client receives the monitoring service request sent by the first quality monitoring terminal.
  • the first agent client when the first agent client communicates with the first user terminal, the first agent client receives the monitoring service request sent by the first quality monitoring terminal, wherein The listening service request carries a listening parameter, and the monitoring parameter includes: an encrypted quality check The privilege ID and the key, the first quality monitoring monitoring network address, the first agent client and the first user terminal session ID, and the media attribute information of the listening session initiated by the first quality monitoring terminal Wherein the media attribute information is only rectorly.
  • Step 602 The first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client.
  • the local storage information includes: the first agent client information, the call information, the neighboring agent hash table, the quality inspection monitoring terminal permission set, the authentication key, and the quality inspection status.
  • the first agent client sends the monitoring service according to the quality inspection monitoring terminal permission set and the authentication key information in the local storage information of the first agent client.
  • the first quality inspection monitoring end of the request is authenticated, where the first agent client information includes, but is not limited to, the first agent client ID, the first agent client network address, and the first a client status, the first agent client information is used as the identity of the first agent client, so that the quality inspection monitoring terminal and other agent clients can conveniently find the first agent client, and also indicate
  • the status information of the first agent client is used to facilitate the quality inspection operation by the quality inspection monitoring terminal; the call information includes, but is not limited to, the current call duration of the agent client, the current call customer information, and the like, the call information.
  • the quality inspection monitoring end determines whether to perform quality inspection on the first agent client; the peripheral agent hash table determines forwarding forwarding as the first agent client The basis of the purpose of the agent client; the quality inspection state includes two states of "quality inspection” and "non-quality inspection", the quality inspection status information is used to prevent multiple quality inspection monitoring terminals from performing quality on the same agent client Check that when the quality inspection status of an agent client is "quality inspection" status, the agent client has been quality checked by a quality inspection monitoring terminal. Therefore, other quality inspection monitoring terminals will not The agent client will conduct a quality check.
  • Step 603 The first agent client mixes the media stream of the first agent client with the first user terminal, and sends the media agent to the first quality monitoring terminal.
  • the first agent client After the first agent client confirms the authority of the first quality inspection monitoring end, the first agent client will perform the first according to the media attribute information (for listening only) The client is mixed with the media stream of the first user terminal and sent to the first quality monitoring terminal, so that the first quality monitoring terminal can talk to the first agent client and the first user terminal. Monitor.
  • the first quality check is not included in the interception parameter carried in the interception service request.
  • the media attribute information of the monitoring end and correspondingly, after the step 602, the first agent client sends a response message to the first quality inspection monitoring terminal, and receives the The media attribute information of the listening session initiated by the first quality monitoring terminal, the media attribute information is only inaudible, and further, the first agent client will use the first agent client and the first user terminal After the media streams are mixed, they are sent to the first quality monitoring terminal.
  • the first agent client when the first agent client communicates with the first user terminal, the first agent client receives the monitoring service request sent by the first quality monitoring terminal, where the monitoring service request
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the The media attribute information of the listening session initiated by the first quality inspection monitoring end; wherein the media attribute information is only inaudible; further, the first agent client is locally stored according to the first agent client Confirming the authority of the first quality inspection monitoring terminal; wherein the local storage information includes: the first agent client information, the call information, the surrounding agent hash table, the quality inspection monitoring terminal permission set, the authentication key, and the quality inspection
  • the first agent client mixes the first agent client with the media stream of the first user terminal, and sends the media agent to the first quality monitoring terminal to The first quality inspection monitoring end starts to listen to the conversation between the first agent client and the first user terminal, thereby implementing quality inspection management on the peer contact center, so that the service
  • the method further includes:
  • the first agent client receives the positioning request sent by the first quality inspection monitoring terminal, where the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key, and a request The forwarding number and the first quality inspection monitoring end network address.
  • the first agent client If the first agent client is not located by another quality inspection monitoring terminal, the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, and The first quality inspection monitoring end sends a request confirmation message, where the request confirmation message carries the identification parameter of the first agent client, and the identification parameter includes: the first agent client ID and the first agent client website address.
  • the information carried in the identification parameter belongs to the information in the first agent client information in the local storage information of the first agent client.
  • the local storage information may be stored in a local cache or in a distributed cache.
  • the first agent client sends the first agent client according to the surrounding agent hash table information
  • the neighboring agent client in the hash table of the terminal forwards the positioning request, wherein the number of request forwardings in the positioning request is reduced by a preset value.
  • the contact center in the embodiment of the present invention is based on a distributed structured P2P network, and the P2P network mainly uses DHT technology to organize nodes in the network, wherein the DHT is a huge hash table jointly maintained by a large number of nodes in the wide area.
  • the hash table is divided into discontinuous blocks, and each node is assigned to a hash block belonging to itself (ie, a neighboring seat hash table) and becomes a manager of the hash block, wherein the node includes
  • the first agent client forwards the neighboring agent client in the hash table of the first agent client according to the neighboring agent hash table information in the local storage information of the first agent client.
  • the positioning request is performed, wherein the number of request forwardings in the positioning request is reduced by a preset value to prevent the positioning request from being forwarded indefinitely.
  • the method further includes: the first agent client setting the local storage information of the first agent client.
  • the status is “Quality Check”, so that other QA monitoring terminals do not perform quality check operations on the first agent client.
  • the positioning parameter carried in the positioning request may further include at least one of the following information: an agent client current call duration, an agent client capability, and an adjacent active endpoint number, used to increase or decrease the first quality.
  • the number of agent clients that need to be inspected by the monitoring terminal, and correspondingly, the local storage information of the agent client also includes at least one of the following information: the current call duration of the agent client and the agent client capability.
  • the current call duration information of the agent client is self-timed by the agent client; the agent client capability is selected by the agent client when logging in, such as information in English, Japanese, or other languages.
  • the agent client that receives the positioning request confirms the authority of the first quality inspection monitoring terminal, according to The current call duration information of the agent client in the local storage information of the agent client determines whether the current call duration condition of the agent client in the positioning parameter is met, and if the current call duration of the agent client is 40 minutes, The agent client sends a request confirmation message to the quality inspection monitoring terminal that sends the positioning request, where the request confirmation message includes the agent client ID and the agent client network address.
  • the method may further include:
  • the first agent client periodically sends report information to the first quality inspection monitoring end, where the report information carries a status parameter of the first agent client, where the status parameter includes: the agent client ID, The agent client status, the call information, the current session ID of the agent client and the user terminal, and the network address of the user terminal, so that the first quality monitoring terminal determines whether the first agent client is Quality inspection is carried out at the end.
  • the first quality inspection monitoring end finds that the working state of the first agent client needs to be quality checked according to the state parameter, the first quality inspection monitoring end is to the first agent
  • the client initiates a listening service request.
  • the method further includes:
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request, where the quality inspection service request includes at least one of the following quality inspection service requests. : Secret language business, forced insertion business, interception business and forced demolition business.
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and performs an operation corresponding to the quality inspection service according to the quality inspection service request.
  • the session between the first agent client and the first user terminal is processed accordingly, wherein when the quality check service is an aggressive service, the media stream of the first quality monitoring terminal needs to be processed accordingly, where
  • the quality inspection service request includes at least one of the following quality inspection service requests: a secret language service, a strong insertion service, an interception service, and a forced demolition service.
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the quality inspection service request is a cryptographic service
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the first agent client receives the ciphertext service request sent by the first quality inspection monitoring terminal, where the ciphertext service request carries a ciphertext parameter, where the ciphertext parameter includes: the first quality inspection monitoring end performs Media attribute information of the session; wherein the media attribute information is audible;
  • the first agent client mixes the first agent client with the media stream of the first user terminal, and then sends the message to the first quality monitoring terminal, and receives the cipher sent by the first quality monitoring terminal.
  • the cipher parameter may further include: an encrypted QC privilege ID and a key.
  • the first agent client mixes the media stream of the first agent client with the first user terminal, sends the media stream to the first quality monitoring terminal, and receives the first quality monitoring terminal. Before the whispering, the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client.
  • the password parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the password parameter may further include: the first agent client and the first user terminal session ID, the first agent client and the first user terminal session ID are used to indicate the The first quality monitoring terminal wants to conduct a cipher conversation to achieve the purpose of the calibration session.
  • the first agent client receives a whispering service request sent by the first quality inspection monitoring terminal, wherein the ciphertext service request carries a ciphertext parameter, and further, the first agent client
  • the terminal authenticates the first quality inspection monitoring end that sends the monitoring service request according to the quality inspection monitoring end permission set and the authentication key information in the local storage information of the first agent client (wherein The cryptographic parameter includes an encrypted quality control authority ID and a key, and after the first agent client confirms the authority of the first quality inspection monitoring end, the first agent client is configured according to the media attribute information
  • the first agent client is mixed with the media stream of the first user terminal, and then sent to the first quality monitoring terminal, and receives the cipher sent by the first quality monitoring terminal.
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the first agent client receives an intrusion service request sent by the first quality inspection monitoring end, where the intrusion service request carries an intruding parameter, where the intruding parameter includes: a conference mode parameter and a The media attribute information of the session performed by the first quality inspection monitoring end; wherein the media attribute information is audible, and the conference mode parameter type is active;
  • the first agent client mixes the media flow of the first agent client with the first user terminal, sends the media stream to the first quality monitoring terminal, and mixes the media streams of the first quality monitoring terminal. And sending to the first user terminal to form a session between the first quality monitoring terminal, the first agent client, and the first user terminal.
  • the intrusion parameter may further include: an encrypted quality inspection authority ID and a key.
  • the first agent client after the first agent client is mixed with the media stream of the first user terminal and sent to the first quality inspection monitoring terminal, further includes: the first agent client Root And confirming the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client.
  • the intrusion parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the intrusion parameter may further include: a session ID between the first agent client and the first user terminal, and a session ID of the first agent client and the first user terminal is used to indicate The first quality inspection monitoring terminal wants to perform an intruding session to achieve the purpose of the calibration session.
  • the conference mode parameter type is inactive, the conference mode is not enabled, and the first agent client does not mix the media streams of the first quality inspection monitoring end and sends the media stream to the first user terminal.
  • the first agent client receives an intrusion service request sent by the first quality inspection monitoring terminal, where the aggressive insertion service request carries an intruding parameter, wherein the conference mode The parameter type is active. Further, the first agent client confirms the permission of the first quality inspection monitoring terminal according to the local storage information of the first agent client (where the strong insertion parameter includes an encrypted quality check) Privilege ID and key), further, the first agent client mixes the media stream of the first agent client and the first user terminal according to the media attribute information (which is audible) The first quality inspection monitoring end, and the first agent client, according to the media attribute information (which is audible) and the conference mode parameter type being active, the media of the first quality inspection monitoring end The stream is mixed and sent to the first user terminal to form a session between the first quality monitoring terminal, the first agent client, and the first user terminal.
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the first agent client receives the interception service request sent by the first quality inspection monitoring terminal, where the interception service request carries an interception parameter, where the interception parameter includes: the first quality inspection monitoring end performs The media attribute information of the session and the session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive ;
  • the first agent client suspends a session with the first user terminal.
  • the interception parameter may further include: an encrypted quality control authority ID and a key.
  • the method further includes: the first agent client confirming the first quality check according to local storage information of the first agent client Permissions on the monitoring side.
  • the intercepting parameter may further include: the first quality inspection monitoring end network address, and the first quality inspection monitoring end network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the intercepting parameter may further include: the first agent client and the first user terminal session ID, the first agent client and the first user terminal session ID are used to indicate the The first quality monitoring terminal wants to intercept the session to achieve the purpose of the calibration session.
  • the first agent client does not suspend the session with the first user terminal, and since the media attribute information is audible, the The first quality monitoring terminal can hear the session between the first agent client and the first user terminal.
  • the first agent client receives an interception service request sent by the first quality inspection monitoring terminal, where the interception service request carries an interception parameter, where the session media attribute information type Further, the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, and further, the first agent client according to the session media The attribute information type is inactive to suspend the session with the first user terminal.
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the quality inspection service request is a forced demolition service
  • the first agent client receives the quality inspection service request sent by the first quality inspection monitoring terminal, and responds according to the quality inspection service request.
  • the first agent client receives the forced disconnection service request sent by the first quality inspection monitoring end, wherein the forced disconnection service request carries a forced disconnection parameter, and the forced disconnection parameter includes: the first agent client and the The session media attribute information between the first user terminals; wherein the session media attribute information type is inactive;
  • the first agent client suspends a session with the first user terminal.
  • the forced disconnection parameter may further include: an encrypted quality inspection authority ID and a key.
  • the method further includes: the first agent client confirming the first quality check according to local storage information of the first agent client Permissions on the monitoring side.
  • the forced disconnection parameter may further include: the first quality inspection monitor network address, and the first quality inspection monitor network address may be used to calibrate an address.
  • the specific information of the encrypted quality control authority ID and the key and the network address of the first quality inspection monitoring terminal is described in the foregoing part of the embodiment of the present invention, and details are not described herein again.
  • the forced disconnection parameter may further include: a session ID between the first agent client and the first user terminal, where the first agent client and the first user terminal session ID are used to indicate the The first quality inspection monitoring terminal wants to perform a forced demolition session to achieve the purpose of the calibration session.
  • the first agent client receives the forced disconnection service request sent by the first quality inspection monitoring end, wherein the forced disconnection service request carries a strong demold parameter, wherein the session media attribute information type Further, the first agent client confirms the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, and further, the first agent client according to the session media The attribute information type (inactive) suspends the session with the first user terminal.
  • the first agent client when the first agent client communicates with the first user terminal, the first agent client receives the monitoring service request sent by the first quality inspection monitoring terminal, according to the first agent After the local storage information of the client confirms the permission of the first quality inspection monitoring terminal, the first agent client mixes the media stream of the first agent client with the first user terminal, and sends the mediation to the first quality check. The monitoring end, so that the first quality monitoring terminal starts to listen to the session between the first agent client and the first user terminal, and further, the first agent client receives the first quality monitoring terminal.
  • the quality inspection service request may be a secret language service, a strong insertion service, an interception service or a forced demolition business, thereby realizing quality inspection management of the peer-to-peer contact center, so that the service quality of the peer-to-peer contact center Get protected.
  • FIG. 7 is a schematic flowchart of a third embodiment of the method for detecting a quality of a contact center according to the present invention.
  • the first quality inspection monitoring end sends a positioning request to the agent client A, where the positioning request carries a positioning parameter.
  • the positioning parameter includes: an encrypted quality inspection authority ID and a key, a request forwarding number, and the first quality inspection monitoring network address, if the initial request forwarding number is 2; the agent client A receives the positioning After the request, the first quality inspection monitoring end is authenticated, and when the first is confirmed When the agent A is not selected by the other Q1 monitoring terminal, the agent client A sends a request confirmation message to the first QA monitoring terminal, and sets the agent client A.
  • the request confirmation message carries an identification parameter, where the identification parameter includes: the agent client ID and the agent client network address; further, the agent client End A forwards the positioning request to an adjacent agent client (such as agent client B) in the hash table of the agent client A, wherein the request forwarding number is decremented by a preset value (if the preset If the value is 1, the number of request forwardings after decrement is:
  • agent client C Requesting an adjacent agent client (such as agent client C) in the hash table of the agent client B (ie, the neighboring agent hash table); when the agent client C confirms the permission of the first quality inspection monitoring terminal And the agent client C is not monitored by other quality inspections.
  • the agent client C sends a request confirmation message to the first quality inspection monitoring terminal, and sets the quality inspection status of the agent client C to “quality inspection”, wherein the request confirmation message is carried in the message.
  • the first quality inspection monitoring end completes the positioning of the agent client set that requires quality inspection, and the collection may be (the ID of the agent client A, the network address of the agent client A), (the agent client C ID, the network address of the agent client C) and (the ID of the agent client D, the network address of the agent client D).
  • the agent client A, the agent client C, and the agent client D periodically send report information to the first quality inspection monitoring terminal, where the report information carries a state parameter, and the state parameter includes: The agent client ID, the agent client status, call information, the current session ID of the agent client and the user terminal, and the network address of the user terminal.
  • FIG. 8 is a schematic structural diagram of Embodiment 1 of the quality inspection monitoring end of the present invention, optionally, the quality inspection supervisor
  • the control terminal is the first quality inspection monitoring terminal.
  • the quality inspection monitoring terminal 80 provided in this embodiment may include: a sending module 801 and a listening module 802.
  • the sending module 801 is configured to send a monitoring service request to the first agent client to listen to the communication between the first agent client and the first user terminal, where the monitoring service request carries the monitoring parameter.
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring end network address, the first agent client and the first user terminal session ID, and the first quality Detecting media attribute information of the listening session initiated by the monitoring terminal; wherein the media attribute information is only inaudible;
  • the monitoring module 802 is configured to receive a copy of the mixed media stream of the first agent client and the first user terminal that is sent by the first agent client, and start monitoring the first agent client and the first user terminal. Conversation.
  • the quality inspection monitoring terminal further includes:
  • a positioning module for locating an agent client that requires quality inspection is provided.
  • the positioning module includes:
  • a sending unit configured to send a positioning request to any of the agent clients in the peer-to-peer network, wherein the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key The number of request forwardings and the network address of the first quality inspection monitoring terminal;
  • a receiving unit configured to: when the agent client is not located by another quality inspection monitoring terminal, receive a request confirmation message sent by the agent client after confirming the permission of the first quality inspection monitoring end, the request confirmation
  • the message carries the identification parameter of the agent client, where the identification parameter includes: the agent client ID and the agent client network address; or
  • the receiving unit is configured to receive a request confirmation message sent by the second agent client if the agent client has been located by another quality inspection monitoring end, wherein the second agent client is in the hash table and the An agent client that is adjacent to the agent client that has been located by another QA monitoring terminal.
  • the quality inspection monitoring terminal further includes:
  • the receiving module is configured to receive the report information that is sent by the agent client that is required to be inspected by the first quality inspection monitoring terminal, and the report information carries the status parameter of the agent client, where the status parameter includes: The agent client ID, the agent client status, call information, a current session ID of the agent client and the user terminal, and a network address of the user terminal;
  • a discovery module configured to discover, according to the report information, a working condition of the agent client The quality check is performed, wherein the agent client includes the first agent client.
  • the quality inspection monitoring terminal further includes:
  • the quality inspection service request includes at least one of the following quality inspection service requests: a whispering service, an intrusion service, an interception service, and a forced demolition service.
  • the quality inspection module is specifically configured to:
  • the quality inspection module is specifically configured to:
  • the intrusion service request carries an intruding parameter
  • the intrusion parameter includes: a conference mode parameter and a session performed by the first quality inspection monitoring end Media attribute information, wherein the media attribute information is audible, and the conference mode parameter type is active, so that the first agent client mixes the media streams of the first quality inspection monitoring end Giving the first user terminal;
  • the quality inspection module is specifically configured to:
  • the interception service request carries an interception parameter
  • the interception parameter includes: media attribute information of the session performed by the first quality inspection monitoring end, and the The session media attribute information between the client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive, so that the first agent client Suspending a session with the first user terminal;
  • a session with the first user terminal is established by using a session initiation protocol SIP session establishment mode.
  • the quality inspection module is specifically configured to: send a forced demolition service request to the first agent client, where the forced demolition service request carries a strong And the demolition parameter includes: the session media attribute information between the first agent client and the first user terminal; wherein the session media attribute information type is inactive, so that the first agent client Ending the session with the first user terminal.
  • the positioning parameter further includes at least one of the following information: an agent client current call duration and an agent client capability.
  • the quality inspection monitoring end of the embodiment can be used to implement the technical solutions in the first and third embodiments of the contact center quality inspection method, and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 9 is a schematic structural diagram of Embodiment 2 of the quality inspection monitoring end of the present invention.
  • the quality inspection monitoring terminal 90 provided in this embodiment may include a processor 901 and a memory 902.
  • the quality inspection monitoring terminal 90 may further include a data interface unit 903, which may be coupled to the processor 901.
  • the data interface unit 903 is configured to receive/transmit data
  • the memory 902 is configured to store execution instructions.
  • the processor 901 communicates with the memory 902, and the processor 901 calls the execution instruction in the memory 902 to perform the operations in the first and third embodiments of the contact center quality inspection method.
  • the quality inspection monitoring end of the embodiment can be used to perform the technical solutions in the first and third embodiments of the above-mentioned contact center quality inspection method of the present invention, and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 10 is a schematic structural diagram of Embodiment 1 of an agent client according to the present invention.
  • the agent client is a first agent client.
  • the agent client 100 provided in this embodiment may include: a first receiving module 1001, an authentication module 1002, and a first sending module 1003.
  • the first receiving module 1001 is configured to: when the first agent client communicates with the first user terminal, receive a monitoring service request sent by the first quality monitoring terminal, where the monitoring service request
  • the monitoring parameter includes: an encrypted quality inspection authority ID and a key, the first quality inspection monitoring network network address, the first agent client and the first user terminal session ID, and the The media attribute information of the listening session initiated by the first quality inspection monitoring end; wherein the media attribute information is only inaudible;
  • the authentication module 1002 is configured to confirm the authority of the first quality inspection monitoring terminal according to the local storage information of the first agent client, where the local storage information includes: the first agent client information, call information, and the periphery Agent hash table, quality control monitoring end permission set and authentication key and quality inspection status;
  • the first sending module 1003 is configured to use the media of the first agent client and the first user terminal The stream is mixed and sent to the first quality monitoring terminal.
  • the agent client further includes:
  • a second receiving module configured to receive a positioning request sent by the first quality inspection monitoring end, where the positioning request carries a positioning parameter, where the positioning parameter includes: an encrypted quality inspection authority ID and a key, and a request a forwarding number and a network address of the first quality inspection monitoring terminal;
  • a confirmation module configured to confirm the authority of the first quality inspection monitoring end according to the local storage information of the first agent client, if the first agent client is not located by another quality inspection monitoring end, and to the first The quality inspection monitoring end sends a request confirmation message, where the request confirmation message carries the identification parameter of the first agent client, and the identification parameter includes: the first agent client ID and the first agent client network address ;
  • a forwarding module configured to forward the positioning request to an adjacent agent client in the hash table of the first agent client according to the neighboring agent hash table information, where the number of request forwarding in the positioning request is reduced by one Set the value.
  • the agent client further includes:
  • a second sending module configured to periodically send report information to the first quality inspection monitoring end, where the report information carries a status parameter of the first agent client, where the status parameter includes: the agent client ID, The agent client status, call information, a current session ID of the agent client and the user terminal, and a network address of the user terminal.
  • the agent client further includes:
  • a response module configured to receive a quality inspection service request sent by the first quality inspection monitoring end, and respond according to the quality inspection service request, where the quality inspection service request includes at least one of the following quality inspection service requests: a whisper Business, forcing business, intercepting business and demolishing business.
  • the response module is specifically configured to:
  • the ciphertext service request carries a ciphertext parameter
  • the ciphertext parameter includes: media attribute information of the session performed by the first quality inspection monitoring end; Wherein, the media attribute information is audible;
  • the first agent client is mixed with the media stream of the first user terminal, and then sent to the first quality monitoring terminal, and receives the cipher sent by the first quality monitoring terminal.
  • the response module is specifically configured to:
  • the intrusion parameter includes: a conference mode parameter and media attribute information of the session performed by the first quality inspection monitoring end; wherein the media attribute information is audible, the conference The mode parameter type is active;
  • the first agent client is mixed with the media stream of the first user terminal, and then sent to the first quality monitoring terminal, and the media stream of the first quality monitoring terminal is mixed and sent to the first user.
  • the terminal is configured to form a session between the first quality inspection monitoring end, the first agent client, and the first user terminal.
  • the response module is specifically configured to:
  • the interception service request carries an interception parameter
  • the interception parameter includes: media attribute information of the session performed by the first quality inspection monitoring end The session media attribute information between the first agent client and the first user terminal; wherein the media attribute information is audible, and the session media attribute information type is inactive;
  • the response module is specifically configured to:
  • the forced disconnection service request carries a strong demolition parameter
  • the forced demolition parameter includes: between the first agent client and the first user terminal Session media attribute information; wherein the session media attribute information type is inactive;
  • the local storage information further includes at least one of the following information: an agent client current call duration and an agent client capability.
  • the agent client in this embodiment can be used to perform the technical solutions in the second and third embodiments of the above-mentioned contact center quality inspection method of the present invention, and the implementation principle and technical effects are similar, and details are not described herein again.
  • FIG. 11 is a schematic structural diagram of Embodiment 2 of an agent client according to the present invention.
  • the agent client 110 provided in this embodiment may include a processor 1101 and a memory 1102.
  • the agent client 110 can also include a data interface unit 1103 that can be coupled to the processor 1101.
  • the data interface unit 1103 is configured to receive/transmit data
  • the memory 1102 is configured to store execution instructions.
  • the processor 1101 communicates with the memory 1102, and the processor 1101 calls an execution instruction in the memory 1102 to execute the above contact center.
  • the operation of the quality inspection method in the second and third embodiments are examples of the quality inspection method in the second and third embodiments.
  • the agent client in this embodiment can be used to perform the technical solutions in the second and third embodiments of the above-mentioned contact center quality inspection method of the present invention, and the implementation principle and technical effects are similar, and details are not described herein again.
  • the aforementioned program can be stored in a computer readable storage medium.
  • the program when executed, performs the steps including the foregoing method embodiments; and the foregoing storage medium includes various media that can store program codes, such as a ROM, a RAM, a magnetic disk, or an optical disk.

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Data Exchanges In Wide-Area Networks (AREA)

Abstract

本发明实施例提供一种联络中心质检方法及装置。本发明联络中心质检方法，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：所述第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数；进一步地，接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。

Description

联络中心质检方法及装置 技术领域
本发明实施例涉及通信技术，尤其涉及一种联络中心质检方法及装置。
背景技术
联络中心是一种基于现代通信与计算机技术、充分利用通信网和计算机网的多项功能集成，并与企业连为一体的综合信息服务系统，可以自动灵活地处理大量的电话呼入、呼出业务。其中，电话呼入、呼出业务中一般是座席与用户的通话，即座席给用户提供相关的咨询、业务办理等服务。为了提高服务质量，联络中心系统中应该包括专门的质检客户端。
现有的联络中心分为传统联络中心和对等联络中心，而现有联络中心质检仅是基于服务器的实时质检(即对传统联络中心进行质检管理)，所述基于服务器的质检系统包括：质检监控端、计算机电话集成(Computer telephony integration，简称CTI)服务器、信令/媒体服务器、座席客户端及用户终端。具体地，所述CTI服务器响应来自所述质检监控端的质检业务请求，所述CTI服务器对所述质检监控端鉴权后向所述信令/媒体服务器请求所述信令/媒体服务器针对所述质检业务请求作相应的操作，从而实现基于服务器的实时质检。
但现有技术中尚并提出如何对等联络中心进行质检管理，因此，如何针对对等联络中心进行质检管理是本发明所要解决的技术问题。
发明内容
本发明实施例提供一种联络中心质检方法及装置，实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。
第一方面，本发明实施例提供一种联络中心质检方法，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：
所述第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
结合第一方面，在第一方面的第一种可能的实现方式中，所述第一质检监控端向第一座席客户端发送监听业务请求之前，还包括：
所述第一质检监控端定位需要质检的座席客户端。
结合第一方面的第一种可能的实现方式，在第一方面的第二种可能的实现方式中，所述第一质检监控端定位需要质检的座席客户端，包括：
所述第一质检监控端向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
若所述座席客户端未被其它质检监控端定位，所述第一质检监控端接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；或，
若所述座席客户端已被其它质检监控端定位，所述第一质检监控端接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端。
结合第一方面的第一种或第二种可能的实现方式，在第一方面的第三种可能的实现方式中，所述第一质检监控端向第一座席客户端发送监听业务请求之前，还包括：
所述第一质检监控端接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信 息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
所述第一质检监控端根据所述报告信息发现需要对所述座席客户端的工作状态进行质检，其中，所述座席客户端包括所述第一座席客户端。
结合第一方面、第一方面的第一种至第三种任一种可能的实现方式，在第一方面的第四种可能的实现方式中，所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话之后，还包括：
所述第一质检监控端向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
结合第一方面的第四种可能的实现方式，在第一方面的第五种可能的实现方式中，若所述质检业务请求为密语业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
结合第一方面的第四种或第五种可能的实现方式，在第一方面的第六种可能的实现方式中，若所述质检业务请求为强插业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端；
所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
结合第一方面的第四种至第六种任一种可能的实现方式，在第一方面的第七种可能的实现方式中，若所述质检业务请求为拦截业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话；
所述第一质检监控端采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
结合第一方面的第四种至第七种任一种可能的实现方式，在第一方面的第八种可能的实现方式中，若所述质检业务请求为强拆业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。
结合第一方面、第一方面的第一种至第八种任一种可能的实现方式，在第一方面的第九种可能的实现方式中，所述定位参数还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
第二方面，本发明实施例提供一种联络中心质检方法，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：
当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；
所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
结合第二方面，在第二方面的第一种可能的实现方式中，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求之前，还包括：
所述第一座席客户端接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
若所述第一座席客户端未被其它质检监控端定位，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址；
所述第一座席客户端根据所述周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
结合第二方面的第一种可能的实现方式，在第二方面的第二种可能的实现方式中，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求之前，还包括：
所述第一座席客户端定时向所述第一质检监控端发送报告信息，所述报告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座 席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。
结合第二方面、第二方面的第一种至第二种任一种可能的实现方式，在第二方面的第三种可能的实现方式中，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端之后，还包括：
所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
结合第二方面的第三种可能的实现方式，在第二方面的第四种可能的实现方式中，若所述质检业务请求为密语业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
结合第二方面的第三种或第四种可能的实现方式，在第二方面的第五种可能的实现方式中，若所述质检业务请求为强插业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及所述第一用户终端之间的会话。
结合第二方面的第三种至第五种任一种可能的实现方式，在第二方面的第六种可能的实现方式中，若所述质检业务请求为拦截业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
所述第一座席客户端中止与所述第一用户终端的会话。
结合第二方面的第三种至第六种任一种可能的实现方式，在第二方面的第七种可能的实现方式中，若所述质检业务请求为强拆业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
所述第一座席客户端中止与所述第一用户终端的会话。
结合第二方面、第二方面的第一种至第七种任一种可能的实现方式，在第二方面的第八种可能的实现方式中，所述本地存储信息还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
第三方面，本发明实施例提供一种质检监控端，所述质检监控端为第一质检监控端，所述质检监控端，包括：
发送模块，用于向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
监听模块，用于接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
结合第三方面，在第三方面的第一种可能的实现方式中，还包括：
定位模块，用于定位需要质检的座席客户端。
结合第三方面的第一种可能的实现方式，在第三方面的第二种可能的实现方式中，所述定位模块，包括：
发送单元，用于向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
接收单元，用于若所述座席客户端未被其它质检监控端定位时，接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；或，
所述接收单元，用于若所述座席客户端已被其它质检监控端定位，接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端。
结合第三方面的第一种或第二种可能的实现方式，在第三方面的第三种可能的实现方式中，还包括：
接收模块，用于接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
发现模块，用于根据所述报告信息发现需要对所述座席客户端的工作状态进行质检，其中，所述座席客户端包括所述第一座席客户端。
结合第三方面、第三方面的第一种至第三种任一种可能的实现方式，在第三方面的第四种可能的实现方式中，还包括：
质检模块，用于向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、 强插业务、拦截业务及强拆业务。
结合第三方面的第四种可能的实现方式，在第三方面的第五种可能的实现方式中，若所述质检业务请求为密语业务，所述质检模块具体用于：
向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
结合第三方面的第四种或第五种可能的实现方式，在第三方面的第六种可能的实现方式中，若所述质检业务请求为强插业务，所述质检模块具体用于：
向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端；
接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
结合第三方面的第四种至第六种任一种可能的实现方式，在第三方面的第七种可能的实现方式中，若所述质检业务请求为拦截业务，所述质检模块具体用于：
向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话；
采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
结合第三方面的第四种至第七种任一种可能的实现方式，在第三方面的第八种可能的实现方式中，若所述质检业务请求为强拆业务，所述质检模块 具体用于：向所述第一座席客户端发送强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。
结合第三方面、第三方面的第一种至第八种任一种可能的实现方式，在第三方面的第九种可能的实现方式中，所述定位参数还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
第四方面，本发明实施例提供一种座席客户端，所述座席客户端为第一座席客户端，所述座席客户端，包括：
第一接收模块，用于当所述第一座席客户端与第一用户终端之间通信时，接收由所述第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
鉴权模块，用于根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；
第一发送模块，用于将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
结合第四方面，在第四方面的第一种可能的实现方式中，还包括：
第二接收模块，用于接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
确认模块，用于若所述第一座席客户端未被其它质检监控端定位，根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址；
转发模块，用于根据所述周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
结合第四方面的第一种可能的实现方式，在第四方面的第二种可能的实现方式中，还包括：
第二发送模块，用于定时向所述第一质检监控端发送报告信息，所述报告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。
结合第四方面、第四方面的第一种至第二种任一种可能的实现方式，在第四方面的第三种可能的实现方式中，还包括：
响应模块，用于接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
结合第四方面的第三种可能的实现方式，在第四方面的第四种可能的实现方式中，若所述质检业务请求为密语业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
结合第四方面的第三种或第四种可能的实现方式，在第四方面的第五种可能的实现方式中，若所述质检业务请求为强插业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终 端，以形成所述第一质检监控端、所述第一座席客户端及所述第一用户终端之间的会话。
结合第四方面的第三种至第五种任一种可能的实现方式，在第四方面的第六种可能的实现方式中，若所述质检业务请求为拦截业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
中止与所述第一用户终端的会话。
结合第四方面的第三种至第六种任一种可能的实现方式，在第四方面的第七种可能的实现方式中，若所述质检业务请求为强拆业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
中止与所述第一用户终端的会话。
结合第四方面、第四方面的第一种至第七种任一种可能的实现方式，在第四方面的第八种可能的实现方式中，所述本地存储信息还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
本发明中第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；进一步地，接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话，从而实现了对对等联络中心进行质检管理， 使对等联络中心的服务质量得到保障。
附图说明
为了更清楚地说明本发明实施例或现有技术中的技术方案，下面将对实施例或现有技术描述中所需要使用的附图作一简单地介绍，显而易见地，下面描述中的附图是本发明的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动性的前提下，还可以根据这些附图获得其他的附图。
图1A为本发明联络中心质检方法实施例一的流程示意图；
图1B为本发明联络中心质检方法的应用场景示意图；
图2为本发明联络中心质检方法的信令流程图一；
图3为本发明联络中心质检方法的信令流程图二；
图4为本发明联络中心质检方法的信令流程图三；
图5为本发明联络中心质检方法的信令流程图四；
图6为本发明联络中心质检方法实施例二的流程示意图；
图7为本发明联络中心质检方法实施例三的流程示意图；
图8为本发明质检监控端实施例一的结构示意图；
图9为本发明质检监控端实施例二的结构示意图；
图10为本发明座席客户端实施例一的结构示意图；
图11为本发明座席客户端实施例二的结构示意图。
具体实施方式
为使本发明实施例的目的、技术方案和优点更加清楚，下面将结合本发明实施例中的附图，对本发明实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本发明一部分实施例，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作出创造性劳动前提下所获得的所有其他实施例，都属于本发明保护的范围。
图1A为本发明联络中心质检方法实施例一的流程示意图，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，如图1A所示，本实施例的方法可以包括：
步骤101、第一质检监控端向第一座席客户端发送监听业务请求，以对 所述第一座席客户端与第一用户终端之间的通信进行监听。
图1B为本发明联络中心质检方法的应用场景示意图，如图1B所示，本发明实施例中的联络中心质检方法基于对等联络中心(Peer-to-Peer Contact Center，简称PPCC)，亦称为“点对点联络中心”，该联络中心的特点是由多个单纯的座席客户端(如座席客户端A、座席客户端B、座席客户端C等座席客户端)通过树状、网状或混合式方式形成对等网络(Peer to Peer，简称P2P)，可以支持座席客户端与用户终端之间的服务关系。其中，对等网络是一种资源(计算、存储、通信与信息等)分布利用与共享的网络体系架构，P2P的网络架构在进行媒体通信时不存在中心节点，即节点之间是对等的，也即节点之间可以进行对等的通信，且各节点同时具有媒体内容的接收、存储、发送和集成及其对媒体元数据的搜索和被搜索的功能等。其中，所述节点包括但不限于本发明实施例中的座席客户端。如图1B所示，用户终端通过会话发起协议(Session initiation protocol，简称SIP)呼叫接入点最近的座席客户端(如图1B中的座席客户端C)，所述座席客户端C路由所述呼叫到目标座席客户端(如图1B中的座席客户端B)，从而所述座席客户端B与所述用户终端通过实时传输协议(Real-time transport protocol，简称RTP)及实时传输控制协议(Real-time transport control protocol，简称RTCP)进行会话。其中，质检监控端可以对所述各座席客户端与相应的用户终端之间的会话进行质检。
图2为本发明联络中心质检方法的信令流程图一，如图2所示，本发明实施例中，当第一座席客户端与第一用户终端之间通信时，第一质检监控端向所述第一座席客户端发送监听业务请求，以对所述第一座席客户端与所述第一用户终端之间的通信进行合法监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说(recvonly)。其中，所述加密的质检权限ID与密钥信息用于所述第一座席客户端对所述第一质检监控端进行鉴权；所述第一质检监控端网络地址信息用于当所述第一座席客户端向所述第一质检监控端发送信息时，所述第一座席客户端方便找到所述第一质检监控端；所述第一座席客户端与所述 第一用户终端会话ID信息用于表明所述第一质检监控端欲进行监听的会话；所述第一质检监控端发起的监听会话的媒体属性信息用于指示所述第一座席客户端是否将所述第一座席客户端与第一用户终端的媒体流进行混合并发送，所述媒体属性信息为只听不说，表明所述第一质检监控端可以听见所述第一座席客户端与所述第一用户终端之间的会话(也即所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流进行混合并发送给所述第一质检监控端)，但所述第一座席客户端或者所述第一用户终端听不见所述第一质检监控端的声音。
可选地，若所述监听业务请求消息为SIP消息时，可以通过在会话描述协议(Session description protocol，简称SDP)中新增a行以携带所述监听参数，或者可以通过在所述协议内容尾部增加可扩展标记语言(Extensible markup language，简称XML)内容以携带所述监听参数。
步骤102、所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
如图2所示，本发明实施例中，所述第一质检监控端接收由所述第一座席客户端根据所述媒体属性信息(为只听不说)将所述第一座席客户端与第一用户终端的媒体流混合后发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
可选地，若所述监听业务请求中携带的监听参数中不包括所述第一质检监控端发起的监听会话的媒体属性信息，相应地，在步骤101之后还包括：所述第一质检监控端接收由所述第一座席客户端发送的响应消息，并且所述第一质检监控端向所述第一座席客户端发送所述第一质检监控端发起的监听会话的媒体属性信息，所述媒体属性信息为只听不说，进一步地，所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
本发明实施例中，第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密 钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；进一步地，接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。
可选地，在所述步骤101之前，还包括：所述第一质检监控端定位需要质检的座席客户端。
具体地，所述第一质检监控端定位需要质检的座席客户端，包括：
所述第一质检监控端向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址。其中，所述加密的质检权限ID与密钥信息用于接收到所述定位请求的座席客户端对所述第一质检监控端进行鉴权；所述请求转发数用于限制所述第一质检监控端需要质检的座席客户端数量；所述第一质检监控端网络地址信息用于当接收到所述定位请求的座席客户端向所述第一质检监控端发送信息时，所述座席客户端方便找到所述第一质检监控端。
若所述座席客户端未被其它质检监控端定位，所述第一质检监控端接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址。其中，所述座席客户端ID用于所述第一质检监控端管理需要质检的座席客户端信息列表；所述座席客户端网络地址用于代表所述第一质检监控端发送的质检业务请求的目的地址，其中，所述质检业务请求可以为监听业务请求、密语、强插、强拆、拦截业务请求中至少一个。所述识别参数中携带的信息属于所述座席客户端本地存储信息中所述座席客户端信息中的信息。可选地，所述本地存储信息可以存储于本地缓存，也可以存储于分布式缓存。
或者，若所述座席客户端已被其它质检监控端定位，所述第一质检监控端接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端， 可选地，所述请求确认消息为所述第二座席客户端在接收由所述已被其它质检监控端定位的座席客户端转发的所述定位请求并确认所述第一质检监控端的权限后发送的消息(其中，所述第二座席客户端未被其它质检监控端定位)，其中，所述请求确认消息中携带所述第二座席客户端的识别参数，所述识别参数包括：所述第二座席客户端ID及所述第二座席客户端网络地址。其中，所述第二座席客户端ID用于所述第一质检监控端管理需要质检的座席客户端信息列表；所述第二座席客户端网络地址用于代表所述第一质检监控端发送的质检业务请求的目的地址，其中，所述质检业务请求可以为监听业务请求、密语、强插、强拆、拦截业务请求中至少一个。所述识别参数中携带的信息属于所述第二座席客户端本地存储信息中所述座席客户端信息中的信息。
具体地，若所述座席客户端已被其它质检监控端定位，则所述已被其它质检监控端定位的座席客户端直接转发所述定位请求给所述座席客户端的周边座席散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端(第二座席客户端)，若所述第二座席客户端未被其它质检监控端定位，则所述第二座席客户端在确认所述第一质检监控端的权限后发送请求确认消息给所述第一质检监控端，所述请求确认消息中携带所述第二座席客户端的识别参数，并设置所述第二座席客户端的本地存储信息中质检状态为“质检”，进一步地，所述第二座席客户端给所述第二座席客户端的散列表中相邻的座席客户端发送所述定位请求，其中，所述请求转发数递减一预设值。可选地，所述散列表可由座席客户端之间通过分布式散列表(Distributed Hash Table，简称，DHT)算法或通用散列算法计算获得。
可选地，所述定位请求中携带的定位参数还可以包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力，用于增加或降低所述第一质检监控端需要质检的座席客户端数量，相应地，座席客户端的本地存储信息中也包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。具体地，若所述定位参数中包括座席客户端当前呼叫时长信息(如，大于等于30分钟)，接收到所述定位请求的座席客户端在确认所述第一质检监控端的权限后，根据所述座席客户端的本地存储信息中的座席客户端当前呼叫时长信息判断是否满足所述定位参数中的座席客户端当前呼叫时长条 件，若所述座席客户端当前呼叫时长为40分钟，则所述座席客户端向发送所述定位请求的质检监控端回复请求确认消息，所述请求确认消息中包括所述座席客户端ID及所述座席客户端网络地址。
可选地，在所述步骤101之前，还可以包括：所述第一质检监控端接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
所述第一质检监控端根据所述报告信息发现需要对所述座席客户端的工作状态进行质检，其中，所述座席客户端包括所述第一座席客户端。
本发明实施例中，所述第一质检监控端接收由所述第一质检监控端已经定位的需要质检的各座席客户端定时发送的报告信息，所述报告信息中各携带对应座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。其中，所述座席客户端ID、所述座席客户端状态信息、所述呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址信息都属于所述座席客户端本地存储信息中的信息。
其中，所述座席客户端ID用于所述第一质检监控端找到所述座席客户端；所述座席客户端状态包括所述座席客户端为在线、忙、离线等；所述呼叫信息包括所述座席客户端当前会话的开始时间、呼叫时长及当前呼叫的客户信息等，所述座席客户端状态及呼叫信息为所述第一质检监控端判断是否对所述座席客户端进行质检的依据；所述座席客户端与用户终端的当前会话ID用于当所述第一质检监控端欲对所述座席客户端进行质检时，所述第一质检监控端能够快速准确地对所述座席客户端和用户终端的当前会话进行质检；所述用户终端的网络地址用于当所述质检业务为拦截业务时所述第一质检监控端建立与所述用户终端的会话的依据。
所述第一质检监控端根据所述状态参数发现需要对哪个座席客户端的工作状态进行质检，如该第一质检监控端根据各个座席客户端的状态参数发现某一座席客户端的工作状态异常(如通话时长异常或所述座席客户端状态异常等)，则第一质检监控端需要对该座席客户端的工作状态进行质检，其中， 所述座席客户端包括所述第一座席客户端。进一步地，所述第一质检监控端向所述第一座席客户端发送监听业务请求。
进一步地，在所述步骤102之后，还包括：
所述第一质检监控端向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
本发明实施例中，所述第一质检监控端在对所述第一座席客户端与所述第一用户终端之间的通信监听的过程中，所述第一质检监控端进一步地还可以向所述第一座席客户端发送其它质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求可以为如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
可选地，若所述质检业务请求为密语业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说(sendrecv)，所述第一质检监控端进行的会话的媒体属性信息用于指示所述第一座席客户端是否将所述第一座席客户端与第一用户终端的媒体流进行混合并发送，所述媒体属性信息为可听可说，表明所述第一质检监控端可以听见所述第一座席客户端与所述第一用户终端之间的会话(也即所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流进行混合并发送给所述第一质检监控端)，同时所述第一座席客户端可以与所述第一质检监控端会话，但是所述第一用户终端听不见所述第一质检监控端与所述第一座席客户端的会话。
可选地，为了保证账号安全，所述密语参数还可包括：加密的质检权限ID与密钥。可选地，所述密语参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质 检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述密语参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行密语的会话，以达到校准会话的目的。
所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
图3为本发明联络中心质检方法的信令流程图二，如图3所示，所述第一质检监控端先向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，进一步地，接收由所述第一座席客户端在确认所述第一质检监控端的权限后(其中，所述密语参数中包含加密的质检权限ID与密钥)发送的所述第一座席客户端与第一用户终端的混合媒体流副本，从而与所述第一座席客户端开始密语。
可选地，若所述质检业务请求为强插业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端。其中，所述会议模式参数类型为active，用于使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以使所述第一用户终端也可以听见所述第一质检监控端的声音；所述第一质检监控端进行的会话的媒体属性信息用于指示所述第一座席客户端是否将所述第一座席客户端与第一用户终端的媒体流进行混合并发送，所述媒体属性信息为可听可说，表明所述第一质检监控端可以听见所述第一座席客户端与所述第一用户终端之间的会话，同时由于所述会议模式参数类型为active，因此，所述第一用户终端也可以听见所述第一质检监控端与所述第一座席客户端的会话。
为了保证账号安全，所述强插参数还可包括：加密的质检权限ID与密钥。 可选地，所述强插参数还可包括：所述第一质检监控端网络地址，所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述强插参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行强插的会话，以达到校准会话的目的。
所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
其中，若所述会议模式参数类型为inactive时，则不开启会议模式，所述第一座席客户端不会将所述第一质检监控端的媒体流混合后发给所述第一用户终端。
图4为本发明联络中心质检方法的信令流程图三，如图4所示，所述第一质检监控端先向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，其中，所述会议模式参数类型为active，进一步地，接收由所述第一座席客户端在确认所述第一质检监控端的权限后(其中，所述强插参数中包含加密的质检权限ID与密钥)发送的所述第一座席客户端与第一用户终端的混合媒体流副本，同时由于所述第一座席客户端已将所述第一质检监控端的媒体流混合后发给所述第一用户终端，从而形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
可选地，若所述质检业务请求为拦截业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。其中，所述会话媒体属性信息类型为inactive，用于使所述第一座席客户端中止与所述第一用户终端的会话；所述媒体属性信息为可听可说，同 时由于所述会话媒体属性信息类型为inactive，表明所述第一质检监控端可以与所述第一用户终端进行会话。
进一步地，所述第一质检监控端采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
具体地，所述第一质检监控端根据所述状态参数中所述第一用户终端的网络地址采用会话发起协议SIP会话建立方式建立所述第一质检监控端与所述第一用户终端之间的会话，可选地，所述SIP会话建立方式包括但不限于重定向(REFER)方法、重邀请(Re-INVITE)方法。
为了保证账号安全，所述拦截参数还可包括：加密的质检权限ID与密钥。可选地，所述拦截参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述拦截参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行拦截的会话，以达到校准会话的目的。
其中，若所述会话媒体属性信息类型为active时，则所述第一座席客户端不会中止与所述第一用户终端的会话，由于所述媒体属性信息为可听可说，则所述第一质检监控端可以听见所述第一座席客户端与所述第一用户终端之间的会话。
图5为本发明联络中心质检方法的信令流程图四，如图5所示，所述第一质检监控端先向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，其中，所述会话媒体属性信息类型为inactive(相应地，所述第一座席客户端中止与所述第一用户终端的会话)，进一步地，所述第一质检监控端采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话，从而所述第一质检监控端与所述第一用户终端进行会话。
可选地，若所述质检业务请求为强拆业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
所述第一质检监控端向所述第一座席客户端发送强拆业务请求，其中， 所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。其中，所述会话媒体属性信息类型为inactive，用于使所述第一座席客户端中止与所述第一用户终端的会话。由于所述会话媒体属性信息类型为inactive，表明所述第一质检监控端将所述第一座席客户端与第一用户终端会话进行强拆，且所述第一质检监控端也不需要与第一用户终端或第一座席客户端进行通信。
为了保证账号安全，所述强拆参数还可包括：加密的质检权限ID与密钥。可选地，所述强拆参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述强拆参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行强拆的会话，以达到校准会话的目的。
本发明实施例中，第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，并接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，开始监听所述第一座席客户端与第一用户终端的会话，进一步地，所述第一质检监控端向所述第一座席客户端发送其它质检业务请求，所述质检业务请求可以为密语业务、强插业务、拦截业务或强拆业务，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。
图6为本发明联络中心质检方法实施例二的流程示意图，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，如图6所示，本实施例的方法可以包括：
步骤601、当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求。
如图2所示，本发明实施例中，当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检 权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说(recvonly)。
步骤602、所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限。
其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态。
如图2所示，本发明实施例中，所述第一座席客户端根据所述第一座席客户端的本地存储信息中的质检监控端权限集及认证密钥信息，对发送所述监听业务请求的所述第一质检监控端进行鉴权，其中，所述第一座席客户端信息包括但不限于所述第一座席客户端ID、所述第一座席客户端网络地址及所述第一座席客户端状态，所述第一座席客户端信息作为所述第一座席客户端的身份标识，以使质检监控端及其它座席客户端方便找到所述第一座席客户端，同时也表明所述第一座席客户端的状态信息，以便于质检监控端对其进行质检操作；所述呼叫信息包括但不限于所述座席客户端当前呼叫时长、当前呼叫的客户信息等，所述呼叫信息用于质检监控端判断是否对所述第一座席客户端进行质检的依据；所述周边座席散列表作为所述第一座席客户端确定转发定位请求的目的座席客户端的依据；所述质检状态包括“质检”与“非质检”两种状态，所述质检状态信息用于避免多个质检监控端对同一座席客户端进行质检，当某一座席客户端的所述质检状态为“质检”状态，则所述座席客户端已被某一质检监控端所质检，因此，其它质检监控端则不会对所述座席客户端再进行质检。
步骤603、所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
如图2所示，当所述第一座席客户端确认所述第一质检监控端的权限之后，所述第一座席客户端根据所述媒体属性信息(为只听不说)将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，以使所述第一质检监控端对所述第一座席客户端与第一用户终端的会话进行监听。
可选地，若所述监听业务请求中携带的监听参数中不包括所述第一质检 监控端的媒体属性信息，相应地，在步骤602之后还包括：所述第一座席客户端向所述第一质检监控端发送响应消息，并接收所述第一质检监控端发送的所述第一质检监控端发起的监听会话的媒体属性信息，所述媒体属性信息为只听不说，进一步地，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
本发明实施例中，当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；进一步地，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；进一步地，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，以使所述第一质检监控端开始监听所述第一座席客户端与第一用户终端的会话，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。
可选地，在所述步骤601之前，还包括：
所述第一座席客户端接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址。
若所述第一座席客户端未被其它质检监控端定位，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址。其中，所述识别参数中携带的信息属于所述第一座席客户端本地存储信息中所述第一座席客户端信息中的信息。可选地，所述本地存储信息可以存储于本地缓存，也可以存储于分布式缓存。
所述第一座席客户端根据所述周边座席散列表信息给所述第一座席客户 端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
本发明实施例中的联络中心基于分布式结构化P2P网络，所述P2P网络主要是采用DHT技术来组织网络中的节点，其中，DHT是一个由广域范围大量节点共同维护的巨大散列表，该散列表被分割成不连续的块，而每个节点被分配给一个属于自身的散列块(即周边座席散列表)，并成为所述散列块的管理者，其中，所述节点包括但不限于本发明实施例中的座席客户端。
本发明实施例中，所述第一座席客户端根据所述第一座席客户端本地存储信息中的周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值，以避免所述定位请求被无限地转发。
可选地，所述第一座席客户端向所述第一质检监控端发送请求确认消息之后，还包括：所述第一座席客户端设置所述第一座席客户端的本地存储信息中质检状态为“质检”，以使其它质检监控端不会对所述第一座席客户端再进行质检操作。
可选地，所述定位请求中携带的定位参数还可以包括如下信息中至少一个：座席客户端当前呼叫时长、座席客户端能力及临近活跃的端点数，用于增加或降低所述第一质检监控端需要质检的座席客户端数量，相应地，座席客户端的本地存储信息中也包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。其中，所述座席客户端当前呼叫时长信息由所述座席客户端对当前会话自行计时；所述座席客户端能力由所述座席客户端登陆时选择，如英语、日语或其它语言等信息。
具体地，若所述定位参数中包括座席客户端当前呼叫时长信息(如，大于等于30分钟)，接收到所述定位请求的座席客户端在确认所述第一质检监控端的权限后，根据所述座席客户端的本地存储信息中的座席客户端当前呼叫时长信息判断是否满足所述定位参数中的座席客户端当前呼叫时长条件，若所述座席客户端当前呼叫时长为40分钟，则所述座席客户端向发送所述定位请求的质检监控端回复请求确认消息，所述请求确认消息中包括所述座席客户端ID及所述座席客户端网络地址。
可选地，在所述步骤601之前，还可以包括：
所述第一座席客户端定时向所述第一质检监控端发送报告信息，所述报告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址，以便于所述第一质检监控端判断是否对所述第一座席客户端进行质检。可选地，当所述第一质检监控端根据所述状态参数发现需要对所述第一座席客户端的工作状态进行质检时，所述第一质检监控端即对所述第一座席客户端发起监听业务请求。
进一步地，在所述步骤603之后，还包括：
所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
本发明实施例中，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求作对应于所述质检业务的操作(对所述第一座席客户端与第一用户终端的会话进行相应处理，其中，当所述质检业务为强插业务时还需对所述第一质检监控端的媒体流进行相应处理)，其中，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
可选地，若所述质检业务请求为密语业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
可选地，为了保证账号安全，所述密语参数还可包括：加密的质检权限ID与密钥。对应地，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语之前，还包括：所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限。
可选地，所述密语参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述密语参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行密语的会话，以达到校准会话的目的。
如图3所示，所述第一座席客户端接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，进一步地，所述第一座席客户端根据所述第一座席客户端的本地存储信息中的质检监控端权限集及认证密钥信息，对发送所述监听业务请求的所述第一质检监控端进行鉴权(其中，所述密语参数中包含加密的质检权限ID与密钥)，当所述第一座席客户端确认所述第一质检监控端的权限之后，所述第一座席客户端根据所述媒体属性信息(为只听不说)将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
可选地，若所述质检业务请求为强插业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
为了保证账号安全，所述强插参数还可包括：加密的质检权限ID与密钥。对应地，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端之前，还包括：所述第一座席客户端根 据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限。
可选地，所述强插参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述强插参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行强插的会话，以达到校准会话的目的。
其中，若所述会议模式参数类型为inactive时，则不开启会议模式，所述第一座席客户端不会将所述第一质检监控端的媒体流混合后发给所述第一用户终端。
如图4所示，所述第一座席客户端接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，其中，所述会议模式参数类型为active，进一步地，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限(其中，所述强插参数中包含加密的质检权限ID与密钥)，进一步地，所述第一座席客户端根据所述媒体属性信息(为可听可说)将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，同时所述第一座席客户端根据所述媒体属性信息(为可听可说)以及所述会议模式参数类型为active，将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
可选地，若所述质检业务请求为拦截业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
所述第一座席客户端中止与所述第一用户终端的会话。
为了保证账号安全，所述拦截参数还可包括：加密的质检权限ID与密钥。对应地，所述第一座席客户端中止与所述第一用户终端的会话之前，还包括：所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限。
可选地，所述拦截参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述拦截参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行拦截的会话，以达到校准会话的目的。
其中，若所述会话媒体属性信息类型为active时，则所述第一座席客户端不会中止与所述第一用户终端的会话，由于所述媒体属性信息为可听可说，则所述第一质检监控端可以听见所述第一座席客户端与所述第一用户终端之间的会话。
如图5所示，所述第一座席客户端接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，其中，所述会话媒体属性信息类型为inactive，进一步地，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，进一步地，所述第一座席客户端根据所述会话媒体属性信息类型为inactive中止与所述第一用户终端的会话。
可选地，若所述质检业务请求为强拆业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
所述第一座席客户端接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
所述第一座席客户端中止与所述第一用户终端的会话。
为了保证账号安全，所述强拆参数还可包括：加密的质检权限ID与密钥。 对应地，所述第一座席客户端中止与所述第一用户终端的会话之前，还包括：所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限。
可选地，所述强拆参数还可包括：所述第一质检监控端网络地址，所述所述第一质检监控端网络地址可用于校准地址。可选地，所述加密的质检权限ID与密钥及所述第一质检监控端网络地址的具体信息详见本发明实施例中前述部分，在此不再赘述。可选地，所述强拆参数还可包括：所述第一座席客户端与所述第一用户终端会话ID，所述第一座席客户端与所述第一用户终端会话ID用于表明所述第一质检监控端欲进行强拆的会话，以达到校准会话的目的。
本发明实施例中，所述第一座席客户端接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，其中，所述会话媒体属性信息类型为inactive；进一步地，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，进一步地，所述第一座席客户端根据所述会话媒体属性信息类型(为inactive)中止与所述第一用户终端的会话。
本发明实施例中，当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由第一质检监控端发送的监听业务请求，在根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限之后，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，以使所述第一质检监控端开始监听所述第一座席客户端与第一用户终端的会话，进一步地，所述第一座席客户端接收由所述第一质检监控端发送的其它质检业务请求，所述质检业务请求可以为密语业务、强插业务、拦截业务或强拆业务，从而实现了对对等联络中心进行质检管理，使对等联络中心的服务质量得到保障。
图7为本发明联络中心质检方法实施例三的流程示意图，如图7所示，第一质检监控端向座席客户端A发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址，若初始的请求转发数为2；所述座席客户端A接收到所述定位请求之后对所述第一质检监控端进行鉴权，当确认所述第一 质检监控端的权限且所述座席客户端A未被其它质检监控端选中时，所述座席客户端A向所述第一质检监控端发送请求确认消息，并设置所述座席客户端A的质检状态为“质检”，其中，所述请求确认消息中携带识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；进一步地，所述座席客户端A转发所述定位请求给所述座席客户端A的散列表中相邻的座席客户端(如座席客户端B)，其中，所述请求转发数递减一预设值(若所述预设值为1，则递减后的请求转发数为：2-1＝1)；其中，若所述座席客户端B已被其它质检监控端质检，所述座席客户端B直接转发所述定位请求给所述座席客户端B的散列表(即周边座席散列表)中相邻的座席客户端(如座席客户端C)；当所述座席客户端C确认所述第一质检监控端的权限且所述座席客户端C未被其它质检监控端选中时，所述座席客户端C向所述第一质检监控端发送请求确认消息，并设置所述座席客户端C的质检状态为“质检”，其中，所述请求确认消息中携带识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；进一步地，所述座席客户端C转发所述定位请求给所述座席客户端C的散列表中相邻的座席客户端(如座席客户端D)，其中，所述请求转发数递减一预设值(1-1＝0)；当所述座席客户端D确认所述第一质检监控端的权限且所述座席客户端D未被其它质检监控端选中时，所述座席客户端D向所述第一质检监控端发送请求确认消息，并设置所述座席客户端D的质检状态为“质检”，其中，所述请求确认消息中携带识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；由于所述递减后的请求转发数为0，则代表不需要再进行转发所述定位请求。由此，所述第一质检监控端完成定位需要质检的座席客户端集合，所述集合可以为(座席客户端A的ID，座席客户端A的网络地址)、(座席客户端C的ID，座席客户端C的网络地址)及(座席客户端D的ID，座席客户端D的网络地址)。进一步地，所述座席客户端A、座席客户端C及座席客户端D定时分别向所述第一质检监控端发送报告信息，所述报告信息中携带状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。
图8为本发明质检监控端实施例一的结构示意图，可选地，所述质检监 控端为第一质检监控端。如图8所示，本实施例提供的质检监控端80可以包括：发送模块801以及监听模块802。
其中，发送模块801用于向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
监听模块802用于接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
可选地，所述的质检监控端，还包括：
定位模块，用于定位需要质检的座席客户端。
可选地，所述定位模块，包括：
发送单元，用于向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
接收单元，用于若所述座席客户端未被其它质检监控端定位时，接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；或，
所述接收单元，用于若所述座席客户端已被其它质检监控端定位，接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端。
可选地，所述的质检监控端，还包括：
接收模块，用于接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
发现模块，用于根据所述报告信息发现需要对所述座席客户端的工作状 态进行质检，其中，所述座席客户端包括所述第一座席客户端。
可选地，所述的质检监控端，还包括：
质检模块，用于向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
可选地，若所述质检业务请求为密语业务，所述质检模块具体用于：
向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
可选地，若所述质检业务请求为强插业务，所述质检模块具体用于：
向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端；
接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
可选地，若所述质检业务请求为拦截业务，所述质检模块具体用于：
向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话；
采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
可选地，若所述质检业务请求为强拆业务，所述质检模块具体用于：向所述第一座席客户端发送强拆业务请求，其中，所述强拆业务请求中携带强 拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。
可选地，所述定位参数还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
本实施例的质检监控端，可以用于执行联络中心质检方法实施例一及三中的技术方案，其实现原理和技术效果类似，此处不再赘述。
图9为本发明质检监控端实施例二的结构示意图，如图9所示，本实施例提供的质检监控端90可以包括处理器901和存储器902。质检监控端90还可以包括数据接口单元903，该数据接口单元903可以和处理器901相连。其中，数据接口单元903用于接收/发送数据，存储器902用于存储执行指令。当质检监控端90运行时，处理器901与存储器902之间通信，处理器901调用存储器902中的执行指令，用以执行上述联络中心质检方法实施例一及三中的操作。
本实施例的质检监控端，可以用于执行本发明上述联络中心质检方法实施例一及三中的技术方案，其实现原理和技术效果类似，此处不再赘述。
图10为本发明座席客户端实施例一的结构示意图，可选地，所述座席客户端为第一座席客户端。如图10所示，本实施例提供的座席客户端100可以包括：第一接收模块1001、鉴权模块1002及第一发送模块1003。
其中，第一接收模块1001用于当所述第一座席客户端与第一用户终端之间通信时，接收由所述第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
鉴权模块1002用于根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；
第一发送模块1003用于将所述第一座席客户端与第一用户终端的媒体 流混合后发送给所述第一质检监控端。
可选地，所述的座席客户端，还包括：
第二接收模块，用于接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
确认模块，用于若所述第一座席客户端未被其它质检监控端定位，根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址；
转发模块，用于根据所述周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
可选地，所述的座席客户端，还包括：
第二发送模块，用于定时向所述第一质检监控端发送报告信息，所述报告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。
可选地，所述座席客户端，还包括：
响应模块，用于接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
可选地，若所述质检业务请求为密语业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
可选地，若所述质检业务请求为强插业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务 请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及所述第一用户终端之间的会话。
可选地，若所述质检业务请求为拦截业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
中止与所述第一用户终端的会话。
可选地，若所述质检业务请求为强拆业务，所述响应模块具体用于：
接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
中止与所述第一用户终端的会话。
可选地，所述本地存储信息还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
本实施例的座席客户端，可以用于执行本发明上述联络中心质检方法实施例二及三中的技术方案，其实现原理和技术效果类似，此处不再赘述。
图11为本发明座席客户端实施例二的结构示意图，如图11所示，本实施例提供的座席客户端110可以包括处理器1101和存储器1102。座席客户端110还可以包括数据接口单元1103，该数据接口单元1103可以和处理器1101相连。其中，数据接口单元1103用于接收/发送数据，存储器1102用于存储执行指令。当座席客户端110运行时，处理器1101与存储器1102之间通信，处理器1101调用存储器1102中的执行指令，用以执行上述联络中心 质检方法实施例二及三中的操作。
本实施例的座席客户端，可以用于执行本发明上述联络中心质检方法实施例二及三中的技术方案，其实现原理和技术效果类似，此处不再赘述。
本领域普通技术人员可以理解：实现上述各方法实施例的全部或部分步骤可以通过程序指令相关的硬件来完成。前述的程序可以存储于一计算机可读取存储介质中。该程序在执行时，执行包括上述各方法实施例的步骤；而前述的存储介质包括：ROM、RAM、磁碟或者光盘等各种可以存储程序代码的介质。
最后应说明的是：以上各实施例仅用以说明本发明的技术方案，而非对其限制；尽管参照前述各实施例对本发明进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分或者全部技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本发明各实施例技术方案的范围。

Claims (38)

  1. 一种联络中心质检方法，其特征在于，所述联络中心包括第一质检监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：
    所述第一质检监控端向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
    所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
  2. 根据权利要求1所述的方法，其特征在于，所述第一质检监控端向第一座席客户端发送监听业务请求之前，还包括：
    所述第一质检监控端定位需要质检的座席客户端。
  3. 根据权利要求2所述的方法，其特征在于，所述第一质检监控端定位需要质检的座席客户端，包括：
    所述第一质检监控端向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
    若所述座席客户端未被其它质检监控端定位，所述第一质检监控端接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；或，
    若所述座席客户端已被其它质检监控端定位，所述第一质检监控端接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端。
  4. 根据权利要求2或3所述的方法，其特征在于，所述第一质检监控端向第一座席客户端发送监听业务请求之前，还包括：
    所述第一质检监控端接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
    所述第一质检监控端根据所述报告信息发现需要对所述座席客户端的工作状态进行质检，其中，所述座席客户端包括所述第一座席客户端。
  5. 根据权利要求1-4中任一项所述的方法，其特征在于，所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话之后，还包括：
    所述第一质检监控端向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
  6. 根据权利要求5所述的方法，其特征在于，若所述质检业务请求为密语业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
    所述第一质检监控端向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
    所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
  7. 根据权利要求5或6所述的方法，其特征在于，若所述质检业务请求为强插业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
    所述第一质检监控端向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为 可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端；
    所述第一质检监控端接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
  8. 根据权利要求5-7中任一项所述的方法，其特征在于，若所述质检业务请求为拦截业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
    所述第一质检监控端向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话；
    所述第一质检监控端采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
  9. 根据权利要求5-8中任一项所述的方法，其特征在于，若所述质检业务请求为强拆业务，所述第一质检监控端向第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行所述质检业务操作，包括：
    所述第一质检监控端向所述第一座席客户端发送强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。
  10. 根据权利要求1-9中任一项所述的方法，其特征在于，所述定位参数还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
  11. 一种联络中心质检方法，其特征在于，所述联络中心包括第一质检 监控端和多个座席客户端，所述多个座席客户端基于对等网络相互连接，所述联络中心质检方法，包括：
    当第一座席客户端与第一用户终端之间通信时，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
    所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；
    所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
  12. 根据权利要求11所述的方法，其特征在于，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求之前，还包括：
    所述第一座席客户端接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
    若所述第一座席客户端未被其它质检监控端定位，所述第一座席客户端根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址；
    所述第一座席客户端根据所述周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
  13. 根据权利要求12所述的方法，其特征在于，所述第一座席客户端接收由所述第一质检监控端发送的监听业务请求之前，还包括：
    所述第一座席客户端定时向所述第一质检监控端发送报告信息，所述报 告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址。
  14. 根据权利要求11-13中任一项所述的方法，其特征在于，所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端之后，还包括：
    所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
  15. 根据权利要求14所述的方法，其特征在于，若所述质检业务请求为密语业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
    所述第一座席客户端接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
    所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
  16. 根据权利要求14或15所述的方法，其特征在于，若所述质检业务请求为强插业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
    所述第一座席客户端接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
    所述第一座席客户端将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及所述第一用户终端之间的会话。
  17. 根据权利要求14-16中任一项所述的方法，其特征在于，若所述质检业务请求为拦截业务，所述第一座席客户端接收由所述第一质检监控端发 送的质检业务请求，并根据所述质检业务请求进行响应，包括：
    所述第一座席客户端接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
    所述第一座席客户端中止与所述第一用户终端的会话。
  18. 根据权利要求14-17中任一项所述的方法，其特征在于，若所述质检业务请求为强拆业务，所述第一座席客户端接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，包括：
    所述第一座席客户端接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
    所述第一座席客户端中止与所述第一用户终端的会话。
  19. 根据权利要求11-18中任一项所述的方法，其特征在于，所述本地存储信息还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
  20. 一种质检监控端，其特征在于，所述质检监控端为第一质检监控端，所述质检监控端，包括：
    发送模块，用于向第一座席客户端发送监听业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行监听，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
    监听模块，用于接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并开始监听所述第一座席客户端与第一用户终端的会话。
  21. 根据权利要求20所述的质检监控端，其特征在于，还包括：
    定位模块，用于定位需要质检的座席客户端。
  22. 根据权利要求21所述的质检监控端，其特征在于，所述定位模块，包括：
    发送单元，用于向基于对等网络的联络中心中的任一座席客户端发送定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
    接收单元，用于若所述座席客户端未被其它质检监控端定位时，接收由所述座席客户端在确认所述第一质检监控端的权限后发送的请求确认消息，所述请求确认消息中携带所述座席客户端的识别参数，所述识别参数包括：所述座席客户端ID及所述座席客户端网络地址；或，
    所述接收单元，用于若所述座席客户端已被其它质检监控端定位，接收第二座席客户端发送的请求确认消息，其中，所述第二座席客户端为散列表中与所述已被其它质检监控端定位的座席客户端相邻的座席客户端。
  23. 根据权利要求21或22所述的质检监控端，其特征在于，还包括：
    接收模块，用于接收由所述第一质检监控端定位的需要质检的座席客户端定时发送的报告信息，所述报告信息中携带所述座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端的当前会话ID以及所述用户终端的网络地址；
    发现模块，用于根据所述报告信息发现需要对所述座席客户端的工作状态进行质检，其中，所述座席客户端包括所述第一座席客户端。
  24. 根据权利要求20-23中任一项所述的质检监控端，其特征在于，还包括：
    质检模块，用于向所述第一座席客户端发送质检业务请求，以对所述第一座席客户端与第一用户终端之间的通信进行对应于所述质检业务请求的质检操作，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
  25. 根据权利要求24所述的质检监控端，其特征在于，若所述质检业务请求为密语业务，所述质检模块具体用于：
    向所述第一座席客户端发送密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体 属性信息；其中，所述媒体属性信息为可听可说；
    接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并与所述第一座席客户端开始密语。
  26. 根据权利要求24或25所述的质检监控端，其特征在于，若所述质检业务请求为强插业务，所述质检模块具体用于：
    向所述第一座席客户端发送强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active，以使所述第一座席客户端将所述第一质检监控端的媒体流混合后发给所述第一用户终端；
    接收由所述第一座席客户端发送的所述第一座席客户端与第一用户终端的混合媒体流副本，并形成所述第一质检监控端、所述第一座席客户端及第一用户终端之间的会话。
  27. 根据权利要求24-26中任一项所述的质检监控端，其特征在于，若所述质检业务请求为拦截业务，所述质检模块具体用于：
    向所述第一座席客户端发送拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话；
    采用会话发起协议SIP会话建立方式建立与所述第一用户终端的会话。
  28. 根据权利要求24-27中任一项所述的质检监控端，其特征在于，若所述质检业务请求为强拆业务，所述质检模块具体用于：向所述第一座席客户端发送强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive，以使所述第一座席客户端中止与所述第一用户终端的会话。
  29. 根据权利要求20-28中任一项所述的质检监控端，其特征在于，所述定位参数还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
  30. 一种座席客户端，其特征在于，所述座席客户端为第一座席客户端，所述座席客户端，包括：
    第一接收模块，用于当所述第一座席客户端与第一用户终端之间通信时，接收由所述第一质检监控端发送的监听业务请求，其中，所述监听业务请求中携带监听参数，所述监听参数包括：加密的质检权限ID与密钥、所述第一质检监控端网络地址、所述第一座席客户端与所述第一用户终端会话ID以及所述第一质检监控端发起的监听会话的媒体属性信息；其中，所述媒体属性信息为只听不说；
    鉴权模块，用于根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限；其中，所述本地存储信息包括：所述第一座席客户端信息、呼叫信息、周边座席散列表、质检监控端权限集及认证密钥以及质检状态；
    第一发送模块，用于将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端。
  31. 根据权利要求30所述的座席客户端，其特征在于，还包括：
    第二接收模块，用于接收由所述第一质检监控端发送的定位请求，其中，所述定位请求中携带定位参数，所述定位参数包括：加密的质检权限ID与密钥、请求转发数以及所述第一质检监控端网络地址；
    确认模块，用于若所述第一座席客户端未被其它质检监控端定位，根据所述第一座席客户端的本地存储信息确认所述第一质检监控端的权限，并向所述第一质检监控端发送请求确认消息，所述请求确认消息中携带所述第一座席客户端的识别参数，所述识别参数包括：所述第一座席客户端ID及所述第一座席客户端网络地址；
    转发模块，用于根据所述周边座席散列表信息给所述第一座席客户端的散列表中相邻的座席客户端转发所述定位请求，其中，所述定位请求中的请求转发数减一预设值。
  32. 根据权利要求31所述的座席客户端，其特征在于，还包括：
    第二发送模块，用于定时向所述第一质检监控端发送报告信息，所述报告信息中携带所述第一座席客户端的状态参数，所述状态参数包括：所述座席客户端ID、所述座席客户端状态、呼叫信息、所述座席客户端与用户终端 的当前会话ID以及所述用户终端的网络地址。
  33. 根据权利要求30-32中任一项所述座席客户端，其特征在于，还包括：
    响应模块，用于接收由所述第一质检监控端发送的质检业务请求，并根据所述质检业务请求进行响应，所述质检业务请求包括如下质检业务请求中至少一个：密语业务、强插业务、拦截业务及强拆业务。
  34. 根据权利要求33所述座席客户端，其特征在于，若所述质检业务请求为密语业务，所述响应模块具体用于：
    接收由所述第一质检监控端发送的密语业务请求，其中，所述密语业务请求中携带密语参数，所述密语参数包括：所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说；
    将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并接收由第一质检监控端发送的密语。
  35. 根据权利要求33或34所述的座席客户端，其特征在于，若所述质检业务请求为强插业务，所述响应模块具体用于：
    接收由所述第一质检监控端发送的强插业务请求，其中，所述强插业务请求中携带强插参数，所述强插参数包括：会议模式参数及所述第一质检监控端进行的会话的媒体属性信息；其中，所述媒体属性信息为可听可说，所述会议模式参数类型为active；
    将所述第一座席客户端与第一用户终端的媒体流混合后发送给所述第一质检监控端，并将所述第一质检监控端的媒体流混合后发给所述第一用户终端，以形成所述第一质检监控端、所述第一座席客户端及所述第一用户终端之间的会话。
  36. 根据权利要求33-35中任一项所述的座席客户端，其特征在于，若所述质检业务请求为拦截业务，所述响应模块具体用于：
    接收由所述第一质检监控端发送的拦截业务请求，其中，所述拦截业务请求中携带拦截参数，所述拦截参数包括：所述第一质检监控端进行的会话的媒体属性信息及所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述媒体属性信息为可听可说，所述会话媒体属性信息类型为inactive；
    中止与所述第一用户终端的会话。
  37. 根据权利要求33-36中任一项所述的座席客户端，其特征在于，若所述质检业务请求为强拆业务，所述响应模块具体用于：
    接收由所述第一质检监控端发送的强拆业务请求，其中，所述强拆业务请求中携带强拆参数，所述强拆参数包括：所述第一座席客户端与所述第一用户终端之间会话媒体属性信息；其中，所述会话媒体属性信息类型为inactive；
    中止与所述第一用户终端的会话。
  38. 根据权利要求33-37中任一项所述的座席客户端，其特征在于，所述本地存储信息还包括如下信息中至少一个：座席客户端当前呼叫时长以及座席客户端能力。
PCT/CN2015/083120 2014-07-29 2015-07-01 联络中心质检方法及装置 WO2016015542A1 (zh)

Applications Claiming Priority (2)

Application Number Priority Date Filing Date Title
CN201410366481.8A CN105306755A (zh) 2014-07-29 2014-07-29 联络中心质检方法及装置
CN201410366481.8 2014-07-29

Publications (1)

Publication Number Publication Date
WO2016015542A1 true WO2016015542A1 (zh) 2016-02-04

Family

ID=55203483

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2015/083120 WO2016015542A1 (zh) 2014-07-29 2015-07-01 联络中心质检方法及装置

Country Status (2)

Country Link
CN (1) CN105306755A (zh)
WO (1) WO2016015542A1 (zh)

Cited By (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112714221A (zh) * 2020-12-24 2021-04-27 平安科技（深圳）有限公司 一种联邦智能语音侦测方法、系统及相关设备
CN114726956A (zh) * 2022-04-11 2022-07-08 中国联合网络通信集团有限公司 一种电话呼入处理方法及装置

Families Citing this family (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN106303367A (zh) * 2016-08-23 2017-01-04 广东欧珀移动通信有限公司 一种用户交互数据的处理方法、装置及系统
CN112468456B (zh) * 2020-11-11 2022-04-26 广州市保伦电子有限公司 一种基于sip终端间的监听方法及终端

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101106485A (zh) * 2007-06-29 2008-01-16 中兴通讯股份有限公司 一种利用sip软终端实现呼叫中心系统监听的方法及其系统
CN101119406A (zh) * 2007-09-13 2008-02-06 华为技术有限公司 一种质检考评方法和系统
CN101444053A (zh) * 2005-12-22 2009-05-27 吉尼塞斯电信实验室公司 用于经由在数据分组网络上广播的请求来定位和获取服务连接的系统和方法
CN101621591A (zh) * 2008-06-30 2010-01-06 中兴通讯股份有限公司 座席监控方法和系统
CN101729691A (zh) * 2008-10-22 2010-06-09 中兴通讯股份有限公司 座席录屏系统及实现方法与座席录屏质检系统及实现方法

Family Cites Families (4)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US7777777B2 (en) * 2002-04-30 2010-08-17 Tandberg Telecom As System and method for active call monitoring
CN101610321A (zh) * 2008-06-16 2009-12-23 中兴通讯股份有限公司 一种呼叫中心系统中话务员教练功能的实现方法
CN101616220A (zh) * 2009-07-20 2009-12-30 中兴通讯股份有限公司 座席服务监控装置、座席服务装置及座席服务监控方法
CN102006448A (zh) * 2009-09-03 2011-04-06 中兴通讯股份有限公司 对座席进行视频教练的方法、系统及装置

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101444053A (zh) * 2005-12-22 2009-05-27 吉尼塞斯电信实验室公司 用于经由在数据分组网络上广播的请求来定位和获取服务连接的系统和方法
CN101106485A (zh) * 2007-06-29 2008-01-16 中兴通讯股份有限公司 一种利用sip软终端实现呼叫中心系统监听的方法及其系统
CN101119406A (zh) * 2007-09-13 2008-02-06 华为技术有限公司 一种质检考评方法和系统
CN101621591A (zh) * 2008-06-30 2010-01-06 中兴通讯股份有限公司 座席监控方法和系统
CN101729691A (zh) * 2008-10-22 2010-06-09 中兴通讯股份有限公司 座席录屏系统及实现方法与座席录屏质检系统及实现方法

Cited By (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN112714221A (zh) * 2020-12-24 2021-04-27 平安科技（深圳）有限公司 一种联邦智能语音侦测方法、系统及相关设备
CN114726956A (zh) * 2022-04-11 2022-07-08 中国联合网络通信集团有限公司 一种电话呼入处理方法及装置
CN114726956B (zh) * 2022-04-11 2024-03-19 中国联合网络通信集团有限公司 一种电话呼入处理方法及装置

Also Published As

Publication number Publication date
CN105306755A (zh) 2016-02-03

Similar Documents

Publication Publication Date Title
US9749292B2 (en) Selectively performing man in the middle decryption
US9294450B2 (en) Selectively performing man in the middle decryption
KR102305163B1 (ko) 푸시 투 토크 클라이언트의 음성 연결 개선
US20160352790A1 (en) Collaborative business communication information system
US9118654B2 (en) Methods and systems for compliance monitoring in secure media-based conferencing
US20220303150A1 (en) Systems and methods for video conference acceleration
US20160021253A1 (en) Managing data streams for a communication network
WO2016015542A1 (zh) 联络中心质检方法及装置
US11671279B2 (en) Determining a session key using session data
US11057475B2 (en) Methods, apparatus and systems for resuming transmission link
WO2015154520A1 (zh) 通话录音方法、录音服务器、用户级交换机及录音系统
WO2016029742A1 (zh) 一种录音的方法、装置及系统
CN109391650B (zh) 一种建立会话的方法及装置
US10158486B1 (en) Synchronization of key management services with cloud services
JP6215508B1 (ja) セキュアなメディアベース会議におけるコンプライアンス監視のための方法およびシステム
US20150295960A1 (en) Collaborative Multimedia Conversation Manager
CN108616494B (zh) 基于多pdn连接的安全通话方法、装置及终端
JP7366115B2 (ja) モバイルデバイスへの通知の配信
US20230291828A1 (en) Real time switching from unsecured to secured signaling channel
GB2612499A (en) Peer-to-peer secure communication, apparatus, and method

Legal Events

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

Ref document number: 15828079

Country of ref document: EP

Kind code of ref document: A1

NENP Non-entry into the national phase

Ref country code: DE

122 Ep: pct application non-entry in european phase

Ref document number: 15828079

Country of ref document: EP

Kind code of ref document: A1