WO2018157389A1 - 一种通话中共享信息的方法及终端 - Google Patents

一种通话中共享信息的方法及终端 Download PDF

Info

Publication number
WO2018157389A1
WO2018157389A1 PCT/CN2017/075607 CN2017075607W WO2018157389A1 WO 2018157389 A1 WO2018157389 A1 WO 2018157389A1 CN 2017075607 W CN2017075607 W CN 2017075607W WO 2018157389 A1 WO2018157389 A1 WO 2018157389A1
Authority
WO
WIPO (PCT)
Prior art keywords
party
information
required information
option
service
Prior art date
Application number
PCT/CN2017/075607
Other languages
English (en)
French (fr)
Inventor
朱华
刘磊
卢冬
赵伟
卢群
Original Assignee
华为技术有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 华为技术有限公司 filed Critical 华为技术有限公司
Priority to CN201780087933.0A priority Critical patent/CN110383861B/zh
Priority to PCT/CN2017/075607 priority patent/WO2018157389A1/zh
Publication of WO2018157389A1 publication Critical patent/WO2018157389A1/zh

Links

Images

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
    • H04W88/02—Terminal devices

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a method and a terminal for sharing information during a call.
  • a party on the call can share information directly by verbally, for example, by verbally speaking the relevant information of the business card of the contact to be shared, and the other party can record the information manually.
  • the party on the call may manually send a text message to the other party of the call, and the content of the message is shared information. This type of information sharing is less efficient and is not suitable for large data sharing.
  • hotline staff (such as agents) need to consult the user for some detailed information in order to provide professional services to users.
  • a hotline staff providing mobile phone repair services verbally asks the user's mobile phone version number, International Mobile Equipment Identity (IMEI), and other configuration parameters to analyze what the user's mobile phone might have.
  • IMEI International Mobile Equipment Identity
  • the hotline staff's enquiry the user verbally answers the information needed by the hotline staff.
  • the hotline staff needs to manually record the information provided by the user during the call.
  • the existing method of sharing information during a call involves more human operations and is less efficient.
  • the embodiment of the invention provides a method and a terminal for sharing information during a call, which can improve the efficiency of sharing information during a call.
  • the first aspect provides a method for sharing information during a call, which is applied to the first party side, and may include: the first party and the second party establish a call connection, and receive the second party. Share the request and get the information corresponding to the desired information option. Finally, the first call direction sends the information corresponding to the required information option to the second party.
  • the second aspect provides a method for sharing information during a call, which is applied to the second party side, and may include: the second party and the first party establish a call connection, and send the share to the first party. Requesting and receiving information sent by the first party, the information being obtained by the first party according to a predefined required information option.
  • the second party defines the required information option, and the required information option is used to characterize information that the second party needs to obtain from the first party.
  • the sharing request is used to request to obtain information corresponding to the predefined required information option.
  • the method of sharing information in a call described in the first aspect and the second aspect can improve the efficiency of sharing information during a call.
  • the application scenarios involved in the present application may include hotline scenarios and non-hotline scenarios.
  • the first, non-hotline scenario The first, non-hotline scenario.
  • the first party and the second party may both be user terminals.
  • Exhibition below The implementation of the present application in a non-hotline scenario is described.
  • the second party may pre-define a plurality of required information options for different contacts for indicating which of the required information the second party needs to obtain from different contacts.
  • the second party can request the contact to share information in accordance with the desired information option for the contact.
  • the different contacts may refer to different contact groups. That is, the second party can group contacts and define different desired information options for different groups of contacts.
  • the second party may be grouped according to the degree of intimacy between the second party and each contact, such as a family group, a group of friends, and a group of colleagues.
  • the desired information option corresponding to a more intimate contact group may be a more private information option.
  • the second party may also be grouped according to a type of transaction cooperation between the second party and each contact. In actual applications, contacts can also be grouped in other ways, and there is no limitation here.
  • the second party may send a predefined desired information option for the first party to the first party.
  • the first party can receive the required information option for the first party sent by the second party, and cache the required information option for the first party.
  • the second party may send the required information option to the first party when establishing a new communication with the first party. For example, when the second party adds the first party to the contact group “colleague group” in the phone book for the first time, the pre-defined required information for the “colleague group” is sent to the first party. Option.
  • the second party may be triggered by the second party user to the first party when the first party user and the second party user face each other.
  • the desired information option is sent such that the first party can be prompted to receive the desired information option in person.
  • the second party can send the required information option to the first party in other scenarios, which is not limited herein.
  • the second party may also upload the predefined required information option for the first party to the server, and then send the server address to the first party.
  • the first party can download the predefined required information option from the server according to the server address.
  • the sharing request sent by the second party may be used to request acquisition of required information that the second party needs to obtain from the first party, ie, predefined for the Information corresponding to the desired information option of the first party.
  • the first party can perform rights verification on the second party. If the rights verification is passed, the first party can obtain the information that the second party needs to obtain from the first party according to the predefined required information option for the first party.
  • the sharing request may be actively triggered by the second party.
  • the sharing request may also be automatically triggered, for example, 10 seconds after the call starts, and the second party automatically sends the sharing request to the first party.
  • the embodiment of the present invention is not limited.
  • the sharing request may carry the identity of the second party.
  • the first party can determine, according to the identity identifier, that the party requesting the shared information is the second party, thereby sharing information with the second party.
  • the sharing request may also not carry the first The identity of the second party.
  • the first party may determine, according to the caller number or the outgoing number, that the sharing request is initiated by the second party. of.
  • the second party may be a hotline service provider and the first party may be a user terminal.
  • the first party may be a user terminal.
  • the second party can pre-define the required information options corresponding to each service, and upload the required information options corresponding to the respective services to the cloud storage server.
  • the second party can also upload the updated required information option to the cloud storage server.
  • the first party can download and cache the required information options corresponding to the respective services from the cloud server.
  • the user terminal may periodically download the required information option, so as to timely update the required information option, so that the required information option saved by the user terminal side and the required information option on the cloud storage server are selected. Consistent.
  • the sharing request sent by the second party may be used to request acquisition of required information corresponding to the target service selected by the first party.
  • the target service is selected by the first party from the respective services.
  • the first party can obtain the required information corresponding to the target service according to the required information option corresponding to the target service.
  • the second party may send a service selection prompt to the first party to prompt the first party to select a service.
  • the first party can receive the service selection prompt sent by the second party, select a target service according to the service selection prompt, and send the identifier of the target service to the second party. information.
  • the selecting process of the target service may include:
  • the second party can voice prompt the first party to select the target service by using a dial button.
  • the second party can automatically play a voice prompt of a service selection by using the IVR.
  • '1' is the service maintenance of the telephone module
  • '3' is the Wi-Fi module maintenance service.
  • the examples are merely illustrative of the embodiments of the present invention and should not be construed as limiting.
  • the user of the first party can select a button that represents the target service according to the voice prompt. After identifying the button selected by the user, the first party may send a DTMF signal indicating the target service to the second party. In this way, the second party can parse the button according to the DTMF signal, and then determine the target service selected by the first party according to the button.
  • the selecting process of the target service may include:
  • the second party can send a service selection page to the first party, where the service options page displays various service options provided by the second party.
  • the user of the first party can select a service option corresponding to the target service in the service selection page. After identifying and recording the service option corresponding to the target service selected by the user, the first party may send the service option corresponding to the target service selected by the user to the second party.
  • the first party may send the service name of the target service to the second party.
  • the service ID of the target service may also be sent to the second party.
  • the first party and the second party may also agree to other methods to notify the target service, which is not limited herein.
  • the service selection page may be displayed in the call interface. In some optional embodiments, on the first party side, the service selection page may also be displayed independently on the call interface, and the call interface may be covered in whole or in part.
  • the examples are only some implementations of the embodiments of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the selection process of the foregoing two types of target services may also be implemented in combination, and is not limited herein.
  • the first party can directly pass The system interface obtains the required information maintained by the first party.
  • the first party needs to implement an API provided by the third party by calling the third party.
  • the API to request the third party to obtain the required information for third party maintenance.
  • the third party is not limited to a third party application, but may also be a third party service, a third party platform, and the like.
  • the first party may display the required information corresponding to the target service, and then according to the user authorization,
  • the required information to be shared is determined in the required information corresponding to the target service.
  • the user authorization may be used to select the required information to be shared, and authorize sharing the required information to be shared with the second party.
  • the user operation corresponding to the user authorization may be in various forms, such as a selection operation, a deletion operation, and the like, which are not limited in the embodiment of the present invention.
  • the user authorization may also be acquired in advance by the first party. For example, when the first party installs the client provided by the second party, the client may query the user to authorize related operations related to the client (such as reading operation of operating system configuration information, etc.). .
  • the example is only one implementation manner of the embodiment of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the first party may send the required content to the second party via one or more of a TCP/IP data connection, a UDP/IP data connection, an SMS, or an MMS. information.
  • a TCP/IP data connection a UDP/IP data connection
  • an SMS a SMS
  • MMS mobile multimedia subsystem
  • other data transmission modes such as a point-to-point transmission mode, may be used between the first party and the second party to send the required information, which is not limited herein.
  • a terminal for performing the method described in the first aspect.
  • the terminal may include a memory and a processor coupled to the memory, a communication module, wherein: the communication module is configured to communicate with other terminals, and the memory is configured to store the shared information in the call described in the first aspect.
  • An implementation code of a method, the processor being configured to execute program code stored in the memory, ie, a method of sharing information in a call provided by any one of the first aspect or the possible implementation of the first aspect.
  • a terminal for performing the method described in the second aspect.
  • the terminal may include: a memory and a processor coupled to the memory, a communication module, wherein: the communication module is configured to communicate with other terminals, and the memory is configured to store the shared information in the call described in the second aspect.
  • An implementation code of a method, the processor being configured to execute program code stored in the memory, ie, a method of sharing information in a call provided by any one of the second aspect or a possible implementation of the second aspect.
  • a terminal comprising a plurality of functional modules for respectively performing the method provided by any one of the first aspect or the possible embodiments of the first aspect.
  • a terminal comprising a plurality of functional modules for respectively performing the method provided by any one of the second aspect or the possible embodiments of the second aspect.
  • a seventh aspect a computer readable storage medium storing program code for implementing the method of sharing information in a call described in the first aspect, the program code comprising the call described in the first aspect The execution instruction of the method of sharing information.
  • a computer readable storage medium storing program code for implementing the method for sharing information in a call described in the second aspect, the program code comprising the call described in the second aspect The execution instruction of the method of sharing information.
  • FIG. 1 is a schematic diagram of an application scenario of a hotline telephone according to an embodiment of the present invention
  • FIG. 2 is a schematic flowchart of sharing information in a call in a hotline call scenario according to an embodiment of the present invention
  • FIG. 3 is a schematic flowchart of a method for sharing information during a call according to an embodiment of the present invention
  • 4A-4B are schematic diagrams of two types of selecting a target service during a call according to an embodiment of the present invention.
  • FIG. 5 is an exemplary schematic diagram of a hotline voice prompt according to an embodiment of the present invention.
  • FIGS. 6A-6C are schematic diagrams of several service selection pages provided by an embodiment of the present invention.
  • FIG. 7 is a schematic diagram of still another method for selecting a target service during a call according to an embodiment of the present invention.
  • FIGS. 8A-8C are schematic diagrams of several selected information required for sharing according to an embodiment of the present invention.
  • FIG. 9 is a schematic diagram of an application scenario of a non-hotline telephone according to an embodiment of the present invention.
  • FIG. 10 is a schematic flowchart of another method for sharing information during a call according to an embodiment of the present invention.
  • FIG. 11 is a schematic structural diagram of a server according to an embodiment of the present invention.
  • FIG. 12 is a schematic structural diagram of a terminal according to an embodiment of the present disclosure.
  • FIG. 13 is a schematic diagram of internal collaborative interaction of the embodiment of FIG. 3 according to an embodiment of the present invention.
  • FIG. 14 is a schematic diagram of internal collaborative interaction of the embodiment of FIG. 10 according to an embodiment of the present invention.
  • FIG. 15 is a schematic structural diagram of a terminal according to an embodiment of the present disclosure.
  • FIG. 16 is a schematic structural diagram of another terminal according to an embodiment of the present invention.
  • the present application provides a method for sharing information during a call, which can improve the efficiency of sharing information between two parties during a call.
  • the main principles involved in this application may include that the calling party predefines what information needs to be obtained from the other party to the call.
  • the information that the calling party needs to obtain from the other party of the call may be referred to as required information. That is to say, the party on the call pre-defines the required information options.
  • the calling party may request the other party of the call to share the required information.
  • the other party to the call can respond to the request, Obtaining the required information according to the required information option predefined by the calling party, and sharing the obtained required information to the calling party. This improves the efficiency of sharing information during a call.
  • the method for sharing information in the call provided by the present application is described in detail below from the hotline call scenario and the non-hotline call scenario.
  • FIG. 1 is a schematic diagram of a hotline telephone service system according to the present application.
  • the hotline telephone service system 100 shown in FIG. 1 can support a corresponding hotline service provider to provide a plurality of services to users, and the user terminal 20 can access the hotline telephone service system 100 by means of telephone, short message, and the Internet to obtain a hotline telephone service provider. service provided.
  • the hotline telephone service system 100 can include a management server 101, a storage server 102, and a seat 103. among them:
  • the management server 101 is responsible for implementing system operation state management, authority management, agent management, data management and statistics, and system security maintenance.
  • the management server 101 can support running a business management system, a customer management system, an agent management system, and the like.
  • the business management system is responsible for various business management, including: definition of business and new construction, addition of new business, statistics of business usage, and so on.
  • the customer management system is responsible for collecting and maintaining customer related data, including displaying customer information on the agent terminal.
  • the agent management system is responsible for the management of agents, including agent registration, agent rights management, and so on.
  • the storage server 102 is responsible for providing functions such as data storage and data access of the system. Customer information, interaction data, business data, and the like are stored in the storage server 102 to provide support for the service of the agent and provide a basis for the decision of the manager. As can be appreciated, the data of the hotline service system 100 accumulates over time, the amount of data can be very large, and the requirements for data processing capabilities are quite high. In a specific implementation, a large database, such as SQL Server or Oracle, is generally deployed on the storage server 102. For particularly important data, the storage server 102 can generally use dual-system hot backup to ensure data security.
  • the agent 103 refers to a service representative (also referred to as an agent) and its working equipment, such as a telephone, a headset, a microphone, a computer or a computer terminal running a Computer Telephony Integration (CTI) program.
  • the agent 103 can complete the answering, hang-up, transfer, and out-of-call of the telephone through the mouse and the keyboard.
  • the agent 103 can be divided into an ordinary seat, an expert seat, and a management seat (the squad leader) according to the ability to handle the business.
  • the hotline telephone service system 100 can generally be configured with multiple agents 103, which can provide service services for multiple users at the same time.
  • the hotline telephone service system 100 can be implemented as a call center.
  • the management server 101 can be integrated with or connected to a CTI server, an interactive voice response (IVR) system, a switch, and an automatic call distributor (ACD).
  • the CTI server is configured to provide a communication interface between the switch and the computer, so that the computer can display the user's data on the computer screen of the agent 103 while the phone is connected according to the calling number and the like provided by the switch.
  • the IVR system is used to provide an automatic voice navigation service when the user accesses the call center, for example, prompting the user to select a voice of a service type.
  • the ACD can be mainly used to reasonably allocate a user's access phone to a plurality of agents 103 according to a preset allocation policy.
  • FIG. 1 is only one embodiment of the hotline telephone service system 100.
  • the hotline telephone service system 100 may further include more or fewer components.
  • the hotline telephone service system 100 can be a maintenance service system provided by a mobile phone manufacturer for providing various mobile phone repair services to users.
  • a database 30 can be deployed on the storage server 102, and the database 30 can be used to record corresponding locations of various maintenance services. Information option is required.
  • the required information corresponding to the service that is, the hotline telephone service system 100 provides the user terminal information that the service needs to know.
  • the required information corresponding to the "telephone module" maintenance service includes: mobile phone model, operating system version, IMEI, and the like. That is, the relevant maintenance personnel or the background maintenance system needs to provide the user with the "telephone module" maintenance service according to the mobile phone model, the operating system version, the IMEI, and the like, for example, analyzing the cause of the failure, providing a solution, and the like.
  • the user terminal 20 can be accessed through the maintenance switchboard number provided by the hotline service system 100.
  • the hotline service system 100 can automatically play a prompt voice through the IVR to prompt the user to select a specific maintenance service through the buttons on the dial pad.
  • the prompt voice may be "Welcome to use the mobile phone repair service, the button '1' is the phone module, the button '2' is the camera, and the button '3' is the Wi-Fi module".
  • the examples are merely illustrative of the embodiments of the invention and should not be construed as limiting.
  • the hotline service system 100 will assign the agent 103 responsible for the "telephone module” maintenance service to serve the user.
  • the agent 103 responsible for the "telephone module” maintenance service can typically be a maintenance person who is well versed in the maintenance of the telephone module.
  • the agent 103 responsible for the "telephone module” maintenance service can generally obtain several pieces of information required by the "telephone module” maintenance service from the user through a verbal inquiry, and then manually Record the required information that the user has informed. Alternatively, the agent 103 may record the required information notified by the user in the customer database. This way of sharing information in a hotline is less efficient.
  • the hotline service provider defines (or updates) the required information options for each service.
  • the hotline service provider may be the mobile phone repair service provider in FIG. 1, and the required information options corresponding to the "telephone module" maintenance service may be defined: mobile phone model, operating system version, IMEI, and the like.
  • the hotline telephone service provider can define a structure for characterizing the required information options.
  • the required information option corresponding to the "telephone module" maintenance service can be expressed as:
  • the hotline telephone service provider may also define a set of interfaces, such as request_info (int serv_id), for requesting the user terminal to obtain the required information corresponding to a service, wherein the return parameter of the function "request_info” may be the above
  • request_info int serv_id
  • the structure required_info indicates the required information
  • serv_id indicates the service ID of the service.
  • the hotline service provider uploads the required information options corresponding to each service to the cloud storage server.
  • the hotline service provider can also upload the updated required information options to the cloud storage server to ensure the cloud.
  • the required information options for each service saved on the storage server are consistent with the information options required by the hotline service provider for the most recent update.
  • the user terminal can download the required information option corresponding to each service defined by the hotline service provider from the cloud storage server.
  • the user terminal may periodically download the required information option, so as to timely update the required information option, so that the required information option saved by the user terminal side and the required information option on the cloud storage server are selected. Consistent.
  • the user terminal can collect the required service corresponding to the target service according to the required information option corresponding to the target service (which has been downloaded through step 3). information. Then, the user terminal can share the required information corresponding to the target service to the hotline telephone service system, so that the hotline agent can see the information shared by the user terminal on the computer screen, so that the hotline agent can further provide more professional services for the user.
  • the user terminal may be referred to as a first party, and the hotline service provider may be referred to as a second party.
  • the hotline telephone service provider may be a server on the hotline service provider side, such as the management server 101 in the hotline telephone service system 100 shown in FIG. 1, or may be a terminal on the hotline service provider side, such as an agent. terminal.
  • a method for sharing information in a call provided by an embodiment of the present invention in a hotline scenario is described in detail below with reference to FIG. 3, the method can include:
  • the second party pre-defines the required information option corresponding to each service, and the first party downloads and caches the required information option corresponding to each of the predefined services, which may be specifically referred to FIG. Description, no more details here.
  • the first party can cache the downloaded required information option to the local.
  • the first party can also cache the downloaded required information option to the corresponding remote storage location.
  • the terminal is stored, and the terminal data can be stored on the cloud server.
  • the first party can also cache the downloaded required information option into the corresponding external storage.
  • the embodiment of the present invention is not limited in terms of how the first party can cache the required information to be downloaded.
  • the first party and the second party establish a call connection.
  • the call connection may be established by the first party calling the second party, for example, the first party dials a hotline number provided by the second party. Hotline call.
  • the call connection may also be established by the second party calling the first party, for example, the second party dials the phone number of the first party. Customer return visit.
  • the embodiment of the present invention is not limited.
  • the first party selects a target service.
  • the second party may send a service selection prompt to the first party to prompt the first party to select a service.
  • the first party can receive the service selection prompt sent by the second party, select a target service according to the service selection prompt, and send the identifier of the target service to the second party. information.
  • FIG. 4A illustrates an implementation manner in which the first party selects a target service, which may include:
  • the second party can voice prompt the first party to select the target service by using a dial button.
  • the second party can automatically play a voice prompt of a service selection by using the IVR.
  • '1' is the service maintenance of the telephone module
  • '3' is the Wi-Fi module repair service.
  • the user of the first party can select a button that represents the target service according to the voice prompt. After identifying the button selected by the user, the first party may send a DTMF signal indicating the target service to the second party. In this way, the second party can parse the button according to the DTMF signal, and then determine the target service selected by the first party according to the button.
  • the DTMF signal can be carried in the voice channel.
  • the voice channel refers to voice transmission between the two ends of the transceiver, and can be carried in a Circuit Switch (CS) domain. That is to say, the implementation shown in FIG. 4A can directly select the target service through the voice channel without additional data overhead.
  • CS Circuit Switch
  • the second party can provide a multi-level voice prompt, and gradually prompts the first party to select the target service.
  • the voice prompt of the booking service can be subdivided from top to bottom according to the business level.
  • the voice prompt 1 is used to prompt the user to select a larger service category: domestic service or foreign service
  • voice prompt 2 (or voice prompt 3) prompts the user to select a ticket, a refund, or a specific domestic service (or foreign business).
  • voice prompts 21-23 or voice prompts 31-33 are specifically used to prompt the user how to perform ticket booking, refund or change of domestic air tickets (or foreign air tickets).
  • FIG. 4B illustrates another implementation manner in which the first party selects a target service, which may include:
  • the second party can send a service selection page to the first party, where the service options page displays various service options provided by the second party.
  • the service selection page may include four service options of “call module”, “camera”, “Wi-Fi” and “touch screen”.
  • the service selection page may also display additional information related to each service, such as a common fault in FIG. 6A, to facilitate the user to understand each service.
  • the examples are merely illustrative of the embodiments of the invention and should not be construed as limiting.
  • each service option may also correspond to a multi-level service structure, and the service selection page may also present the multiple service options according to a service level.
  • the service options may be presented in the form of a list on the service selection page (as shown in FIG. 5), or may be presented in the form of a table, or may be presented in other interface layout forms.
  • the interface layout form of the service selection page there is no limitation here.
  • the user of the first party can select a service option corresponding to the target service in the service selection page. After identifying and recording the service option corresponding to the target service selected by the user, the first party may send the service option corresponding to the target service selected by the user to the second party.
  • the first party may send the service name of the target service to the second party, or may send the service ID of the target service to the second party.
  • the first party and the second party may also agree to other methods to notify the target service, which is not limited herein.
  • the service selection page may be displayed in the call interface.
  • the service selection page 40 and the dial 60 are displayed together in the call interface 50.
  • the service selection page may also be displayed independently on the call interface, and the call interface may be covered in whole or in part.
  • the service selection page 40 is floatingly displayed above the call interface 50.
  • the service selection page needs to be carried in a data channel.
  • the data channel refers to a data transmission tunnel (Tunnel) established by the application layer session.
  • the data channel can be a TCP data channel, a UDP data channel, or the like.
  • the service selection page sent through the data channel can present richer information on the user side (refer to the common faults related to various maintenance services shown in FIG. 6A), so that the user can select the service.
  • FIG. 4A another implementation manner in which the first party selects a target service may include:
  • the second party sends the service selection page to the first party through a data channel, and the service selection page can prompt the user to select a target service through a button on the dial pad as shown in FIG. 6 .
  • the service selection page can prompt the user to select a target service through a button on the dial pad as shown in FIG. 6 .
  • press “1" to select the call module maintenance service press “2” to select the camera repair service, press “3” to select the Wi-Fi repair service, and press "4" to select the touch screen repair service.
  • the user on the first party side can select the target service through the buttons on the dial pad.
  • the first party may send a DTMF signal characterizing the target service to the second party through a voice channel.
  • the second party can parse the button according to the DTMF signal, and determine the target service selected by the first party according to the button.
  • the second party provides the extension number corresponding to each specific service, and the first party can directly access the specific service by dialing the extension number corresponding to the specific service, without performing the Business choice. That is to say, the hotline number dialed by the first party can be used to indicate the target service selected by the first party.
  • the hotline number of the hotline telephone service provider in FIG. 1 is "1000”
  • the extension number corresponding to the "telephone module” maintenance service is “10001”
  • the extension number corresponding to the "camera” maintenance service is "10002”
  • "Wi The extension number corresponding to the -Fi” service is "10003”.
  • the target service selected by the user is the "telephone module” maintenance service, in addition to selecting the "telephone module” maintenance service according to the system prompt after dialing the switchboard number, the user can also directly dial "10001" to access the "telephone module” maintenance service.
  • the examples are merely illustrative of the embodiments of the invention and should not be construed as limiting.
  • the second call direction sends the sharing request to the first party.
  • the sharing request may be used to request acquisition of required information corresponding to the target service.
  • the sharing request may be initiated by a hotline agent on the second party side, or may be initiated by a server on the second party side.
  • the embodiment of the present invention is not limited.
  • the sharing request may include the identifier information of the target service, such as a service name or a service ID, for indicating that the second party wants to obtain required information corresponding to the target service.
  • the sharing request may not carry the identifier information of the target service, and if the first party accesses the target service, the sharing request may be defaulted to the target service. .
  • the second party can send the sharing request through a data channel or a voice channel.
  • a data channel or a voice channel For the description of the data channel or the voice channel, reference may be made to the foregoing content, and details are not described herein again.
  • the first calling party receives the sharing request, and in response to the sharing request, acquires required information corresponding to the target service according to the required information option corresponding to the target service.
  • the first party can obtain the required information maintained by the first party directly through the system interface.
  • the target service is the “telephone module” maintenance service in FIG. 1, and the corresponding required information (mobile phone model, operating system version, IMEI) is system configuration information of the user terminal (the first party).
  • an operating system such as an Android OS
  • an application programming interface API
  • get_OS_ver() may be provided by an operating system.
  • get_OS_ver() may be provided by an operating system.
  • the first party needs to implement an API provided by the third party by calling the third party.
  • the API to request the third party to obtain the required information for third party maintenance.
  • the third party is not limited to a third party application, but may also be a third party service, a third party platform, and the like.
  • the target service is a book recommendation service
  • the required information corresponding to the book recommendation service is a book purchase record of the user on a third-party application Amazon.
  • the user terminal needs to implement and call an API provided by Amazon (a third-party application) for reading a user's book purchase record, such as get_order_info (int ID, string password), where the ID is the user's account on Amazon. ID, password is the login password of the user on Amazon.
  • get_order_info int ID, string password
  • the required information corresponding to the target service may include the foregoing two situations: the required information maintained by the first party and the required information maintained by the third party.
  • the first party may send the required information corresponding to the target service to the second party according to the user authorization.
  • the required information sent to the second party may be all or part of the required information corresponding to the target service.
  • the first party may display required information corresponding to the target service, and then determine, according to user authorization, information required from the target service.
  • the required information to be shared may be used to select the required information to be shared, and authorize sharing the required information to be shared with the second party.
  • the user operation corresponding to the user authorization may be in various forms, such as a selection operation, a deletion operation, and the like, which are not limited in the embodiment of the present invention.
  • the first party can select the required information corresponding to the "call module” service according to the service: " "Mobile phone model”, “Operating system version”, “IMEI”, “Supported mobile network”, obtain the required information corresponding to the "Call module” maintenance service: "Mobile phone model” is “G6-C001”, “Operating system version” For “Android 6.0”, “IMEI” is “356235020006062” and “Supported Mobile Network” is “cdma2000/GSM”. Moreover, the first party can display various required information corresponding to the “call module” maintenance service, such as the required information display interface 70.
  • a selection key 80 is provided in the required information display interface 70 for receiving a user's selection operation. That is, the user operation corresponding to the user authorization may be a selection operation.
  • the required information selected by the user is the information required to be shared by the user to be shared with the second party.
  • a delete key 80 is provided in the required information display interface 70 for receiving a deletion operation by the user. That is, the user operation corresponding to the user authorization may be a deletion operation.
  • the required information that is not deleted by the user is the required information that the user is authorized to share with the second party to be shared.
  • each of the required information can receive a long press operation and jump out of the operation menu 100 in response to the long press operation.
  • the "Share” button and the "Do not share” button can be set in the operation menu 100.
  • the user can indicate the sharing of the required information by clicking the "Share” button, or by clicking the "Do not share” button to indicate that the required information is not shared.
  • one or more required information that is instructed by the user to be shared is the required information to be shared.
  • the user operations corresponding to the user authorization may also include other user operations, such as voice operations for authorization, somatosensory operations, and the like, which are not limited herein.
  • the user authorization may also be acquired in advance by the first party.
  • the client may query the user for related operations (eg, operations) related to the client.
  • Authorization of system configuration information read operations, etc.).
  • the example is only one implementation manner of the embodiment of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the first party when the second party in the first call direction sends the required information corresponding to the target service, the first party can connect through a TCP/IP data connection or a UDP/IP data connection. And one or more of the SMS or the MMS sends the required information corresponding to the target service to the second party.
  • another data transmission manner may be adopted between the first party and the second party, for example, a point-to-point transmission mode, and the required information corresponding to the target service is sent, which is not limited herein.
  • the second party may provide the required information to be shared to the hotline seat, so that the hotline agent is according to the
  • the required information to be shared is further processed, such as analyzing the cause of the failure, providing a solution, and the like.
  • the management server of the hotline telephone service provider receives the required information corresponding to the target service sent by the first party (user terminal), and pushes the required information corresponding to the target service to The first party provides a hotline agent terminal for the service of the target service.
  • the hotline agent terminal can display the required information corresponding to the target service on the screen of the hotline agent terminal, so that the agent staff can provide the target service related service to the first party.
  • FIG. 9 is a schematic diagram of a non-hotline telephone scenario involved in the present application.
  • the user terminal 1 and the user terminal 2 can communicate by means of a telephone, a short message, and the Internet.
  • a method for sharing information during a call provided by an embodiment of the present invention in a non-hotline call scenario is described in detail below with reference to FIG.
  • a party hereinafter referred to as a second party
  • the party on the call and the contact are in a call
  • the party on the call can request the contact to share information in accordance with the desired information option for the contact.
  • a contact who talks with the party of the call can be referred to as a first party.
  • the method can include:
  • the second party pre-defines a required information option for different contacts.
  • the second The calling party pre-defines the required information options for the three contacts, wherein the required information option for the contact A is the address book, and the required information options for the contact B are the album, the call record, and the contact person.
  • the required information options for C are chats for emails, text messages, and instant messaging software.
  • the predefined required information options may indicate that the second party needs to obtain the address book of the contact A, and the second party needs to obtain the photo album of the contact B, the call record, and the second call. The party needs to obtain the chat record of the contact C's mail, SMS, and instant messaging software.
  • the different contacts may refer to different contact groups. That is, the second party can group contacts and define different desired information options for different groups of contacts.
  • the predefined required information options for group A are: address book
  • predefined requirements for group B Information options are albums
  • call logs The number of members included in Group A and Group B is not limited.
  • the predefined required information options for the group A and the group B respectively indicate that the second party can request the group A member to share the address book when talking with the group A member, and the second party is in the Group B members can request group B members to share albums and call records during a call.
  • the example is only one implementation manner of the embodiment of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the second party may be grouped according to the degree of intimacy between the second party and each contact, such as a family group, a group of friends, and a group of colleagues.
  • the desired information option corresponding to a more intimate contact group may be a more private information option.
  • the information options required for a family group may be more private user information such as emails, text messages, and chats of instant messaging software.
  • the example is only one implementation manner of the embodiment of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the second party may also be grouped according to a transaction cooperation type between the second party and each contact, such as a product group, a quality group, and a research and development group.
  • the required information option for the product group may be the chat record corresponding to the product group in the instant messaging software
  • the required information option for the quality group may be the chat record corresponding to the quality group in the instant messaging software, for the research and development group.
  • the required information option may be a chat record corresponding to the research and development group in the instant messaging software.
  • the example is only one implementation manner of the embodiment of the present invention, and may be different in practical applications, and should not be construed as limiting.
  • the second party may also define the required information option for different contacts in other manners.
  • the option to uniformly define the required information for all contacts is the address book.
  • the examples are merely illustrative of the embodiments of the invention and should not be construed as limiting.
  • the second call direction sends the required information option for the first party to the first party.
  • the second party may send the required information option to the first party when establishing a new communication with the first party. For example, when the second party adds the first party to the contact group “colleague group” in the phone book for the first time, the pre-defined required information for the “colleague group” is sent to the first party. Option.
  • the second party may be triggered by the second party user to the first party when the first party user and the second party user face each other.
  • the desired information option is sent such that the first party can be prompted to receive the desired information option in person.
  • the second party may be in the other scenario to the first A caller sends the required information option, which is not limited here.
  • the second party may also upload the predefined required information option for the first party to the server, and then send the server address to the first party.
  • the first party can download the predefined required information option from the server according to the server address.
  • the first party receives the required information option for the first party sent by the second party, and caches a required information option for the first party.
  • step S103 in the embodiment of FIG. 1 , and details are not described herein again.
  • the second call establishes a call connection with the first party.
  • the call connection may be triggered by the first party calling the second party, or may be triggered by the second party calling the first party, or may be initiated by a third party.
  • Group calls there are no restrictions here.
  • the sharing request may be used to request acquisition of required information that the second party needs to obtain from the first party, that is, pre-defined information corresponding to the required information option of the first party.
  • the sharing request may be actively triggered by the second party.
  • the sharing request may also be automatically triggered, for example, 10 seconds after the call starts, and the second party automatically sends the sharing request to the first party.
  • the embodiment of the present invention is not limited.
  • the sharing request may carry the identity of the second party.
  • the first party can determine, according to the identity identifier, that the party requesting the shared information is the second party, thereby sharing information with the second party.
  • the sharing request may also not carry the identity of the second party.
  • the first party may determine, according to the caller number or the outgoing number, that the sharing request is initiated by the second party. of.
  • step S206 After receiving the sharing request, the first party performs permission verification on the second party. If the authority verification is passed, step S207 is performed.
  • the sharing request may include identity information of the second party, such as a phone number of the second party, for indicating the second party.
  • the first party can set different permission requirements for different user information, and only the contact that meets the corresponding permission requirement can request to obtain corresponding user information.
  • Table 1 exemplarily shows the permission requirements set by the first party for user information.
  • the permission requirements of the user information of different privacy levels may be different on the first party side.
  • the permission requirement corresponding to the address book is: a contact in the address book, that is, only the contact in the address book of the first party can request to obtain the address book of the first party.
  • the permission requirement corresponding to the call record is: the family group in the address book, that is, only the family group contact in the address book of the first party can request to obtain the call record of the first party. It can be understood that since the call record is more private than the address book, the permission requirement corresponding to the call record is stricter than the permission requirement corresponding to the address book.
  • the permission requirements corresponding to different types of user information may be different on the first party side.
  • the permission requirement corresponding to the chat record of the product group in the chat software is: the product group in the address book, that is, only the product group contact in the address book of the first party can request to obtain the first party.
  • Chat history for product groups in the chat software is: the quality group in the address book, that is, only the quality group contact in the address book of the first party can request to obtain the first party.
  • the chat history of the quality group in the chat software is: the product group in the address book, that is, only the product group contact in the address book of the first party can request to obtain the first party.
  • the first party may first determine the second party according to a predefined information option for the first party defined by the second party. Need to request the permission requirements corresponding to the required information. Then, the first party determines whether the second party meets the permission requirement, and if yes, determines that the second party passes the authority authentication.
  • the required information option for the first party in the second party is a call record, a short message, that is, the required information that the second party needs to request is The call record and the short message of the first party.
  • the permission requirements corresponding to the call record and the short message are: the family group in the address book.
  • the first party can determine whether the second party is a family member contact in the address book of the first party, and if it is a family group contact, Determining that the second party meets the permission requirement corresponding to the call record and the short message; otherwise, determining that the second party does not meet the permission requirement corresponding to the call record and the short message.
  • the examples are merely illustrative of the embodiments of the invention and should not be construed as limiting.
  • the second party can send the sharing request through a data channel or a voice channel.
  • a data channel or a voice channel For the description of the data channel or the voice channel, reference may be made to the foregoing content, and details are not described herein again.
  • the first party may obtain the required information according to the required information option.
  • the first party can directly obtain the first party through the system interface.
  • the required information for maintenance if the information corresponding to the required information option includes the required information maintained by the first party, the first party can directly obtain the first party through the system interface. The required information for maintenance.
  • the first party needs to implement an API provided by the third party by calling the third party.
  • the API to request the third party to obtain the required information for third party maintenance.
  • the third party is not limited to a third party application, but may also be a third party service, a third party platform, and the like.
  • step S107 in the embodiment of FIG. 1 , and details are not described herein again.
  • the required information corresponding to the target service may include the foregoing two situations: the required information maintained by the first party and the required information maintained by the third party.
  • the first party may send the required information to the second party according to a user authorization.
  • the first party may send all or part of the acquired required information to the second party.
  • the second party can receive the required information sent by the first party.
  • the first party can display the acquired required information, and then determine the required information to be shared from the acquired required information according to the user authorization.
  • the user authorization may be used to select the required information to be shared, and authorize sharing the required information to be shared with the second party.
  • the user operation corresponding to the user authorization may have various forms, such as a selection operation, a deletion operation, and the like.
  • a selection operation such as a selection operation, a deletion operation, and the like.
  • the first party may send the required information to be shared to the second party by using one or more of a TCP/IP data connection, a UDP/IP data connection, an SMS, or an MMS.
  • the first party can also use other data transmission methods, such as a point-to-point transmission mode, to send the required information to be shared to the second party, which is not limited herein.
  • the method described in the embodiment of FIG. 10 can be implemented as a client program. , server-side programs.
  • the client program is installed on the first party side and the second party side, and can be used to implement the functions described in the foregoing steps.
  • the client program can also be used to send the received information, such as the required information, to a preset server.
  • the preset server is configured with the server-side program, and is configured to cache the required information sent by the first party, and send the message to the second party when the second party connects to the network.
  • Required information the first party or the second party may be connected to the network through a Wi-Fi connection or a mobile data connection or the like.
  • the short message service center sends the cached required information to the second party.
  • FIG. 11 is a schematic diagram of a hardware architecture of a server according to an embodiment of the present invention.
  • Server 200 may be the second party in the embodiment of FIG. 3, ie, the server of the hotline service provider, such as management server 101 in hotline service system 100 shown in FIG.
  • the server 200 may include a processor 201, a memory 203 (one or more computer readable storage media), and a communication module 205. These components can communicate over one or more communication buses 204.
  • the server 200 can be integrated with or connected to a CTI device, an interactive voice response (IVR) device, a switch, and an automatic call distribution (ACD) device.
  • IVR interactive voice response
  • ACD automatic call distribution
  • the server 200 is connected to a CTI device, an IVR device, an ACD device, and the like as an example. among them:
  • the communication module 205 can be used to receive and transmit signals, primarily integrating the receiver and transmitter of the server 200.
  • the communication module 205 can include an Ethernet communication module, a PSTN communication module, and a short message communication module. among them, The Ethernet communication module can be used to communicate with other communication devices over the Internet.
  • the PSTN communication module can be used to connect to a fixed telephone network to communicate with other communication devices over a fixed telephone network.
  • the short message communication module can be used to connect to a Short Message Service Center, send a short message to other devices or receive a short message sent by other devices.
  • the communication module 205 can be implemented on a separate chip.
  • the processor 201 can be integrated to include: one or more CPUs, a clock module, and a power management module.
  • the clock module is primarily used to generate the clocks required for data transfer and timing control for the processor 201.
  • the power management module is mainly used to provide a stable, high-accuracy voltage for the processor 201, the communication module 205, and the like.
  • Memory 203 is coupled to processor 201 for storing various software programs and/or sets of instructions.
  • memory 203 can include high speed random access memory, and can also include non-volatile memory, such as one or more magnetic disk storage devices, flash memory devices, or other non-volatile solid state storage devices.
  • the memory 203 can store an operating system such as an embedded operating system such as ANDROID, IOS, WINDOWS, or LINUX.
  • the memory 203 can also store a communication program that can be used to communicate with one or more communication devices, such as terminal devices.
  • the server 200 can be responsible for implementing system operation state management, authority management, agent management, data management and statistics, and system security maintenance.
  • the server 200 can support a business management system, a customer management system, an agent management system, and the like.
  • the business management system is responsible for various business management, including: definition of business and new construction, addition of new business, statistics of business usage, and so on.
  • the customer management system is responsible for collecting and maintaining customer related data, including displaying customer information on the agent terminal.
  • the agent management system is responsible for the management of agents, including agent registration, agent rights management, and so on.
  • FIG. 11 is only an implementation manner of the embodiment of the present invention.
  • the server 200 may further include more or fewer components, which are not limited herein.
  • FIG. 12 is a schematic diagram of a hardware architecture of a terminal according to an embodiment of the present invention.
  • the terminal 300 can be used as the first party in the embodiment of FIG. 3, that is, the user terminal.
  • the terminal 300 can also be used as the first party in the embodiment of FIG. 10, and can also be used as the second party in the embodiment of FIG.
  • the terminal 300 can include a processor 301, a memory 302 (one or more computer readable storage media), a communication module 303, and an input and output system 304. These components can communicate over one or more communication buses 104.
  • the communication module 303 is for receiving and transmitting signals, and mainly integrates the receiver and the transmitter of the terminal 300.
  • the communication module 303 can include, but is not limited to, a Wi-Fi module 3031, a telecommunication communication module 3033, and a wired telephone communication module 3035.
  • the Wi-Fi module 3031 can be used to access the Internet.
  • the telecommunication communication module 3033 may be a GSM (2G) module, a WCDMA (3G) module, or an LTE (4G) module, and may be used to establish a call connection through a telecommunication carrier network and other devices, or may be used to access the Internet through a telecommunication carrier network.
  • the wired telephone communication module 3035 implements a wired telephone communication protocol that can be used to establish a call connection over a fixed telephone network and other devices. It should be noted that, not limited to FIG. 12, the communication module 303 may further include a Bluetooth module or the like. In some embodiments, the communication module 303 can be implemented on a separate chip.
  • the input and output system 304 is mainly used to implement the interaction function between the terminal 300 and the user/external environment, and mainly includes the input and output devices of the terminal 300.
  • the input and output system 304 can include a touch screen controller 3041, a camera controller 3043, an audio controller 3043, and a sensor controller 3047.
  • Each controller may be coupled to a corresponding peripheral device (a touch screen 3051, a camera 3053, an audio circuit 3055, and a motion sensor 3057.
  • the motion sensor 3057 may include an accelerometer, a gyroscope, a magnetometer, etc., for monitoring the motion state of the user, and collecting motion data of the user, such as the number of motion steps, the motion step frequency, and the like. It should be noted that the input and output system 304 may also include other I/O peripherals.
  • the processor 301 can be integrated to include: one or more CPUs, a clock module, and a power management module.
  • the clock module is primarily used to generate a clock for data transfer and timing control for the processor 301.
  • the power management module is mainly used to provide a stable, high-accuracy voltage for the processor 301, the communication module 303, and the input-output system 304 and the like.
  • Memory 302 is coupled to processor 301 for storing various software programs and/or sets of instructions.
  • memory 302 can include high speed random access memory, and can also include non-volatile memory, such as one or more magnetic disk storage devices, flash memory devices, or other non-volatile solid state storage devices.
  • the memory 302 can store an operating system such as an embedded operating system such as ANDROID, IOS, WINDOWS, or LINUX.
  • the memory 302 can also store a network communication program that can be used to communicate with one or more communication devices, such as the server 200 or other terminal device shown in FIG.
  • the memory 302 can also store a user interface program that can realistically display the content of the application through a graphical user interface, such as the user interface of FIGS. 6A-6C or 8A-8C, and through the menu.
  • Input controls such as dialog boxes and buttons receive user control operations on the application.
  • the memory 302 can be used to store an implementation program of the related function of the first party in the embodiment of FIG. 3, and the processor 301 can be used to call the program code stored in the memory 302 to execute the embodiment in FIG. 3.
  • the related functions of the first party are described.
  • the terminal 300 is implemented as the first party in the embodiment of FIG. 3.
  • the memory 302 can also be used to store the implementation program of the related function of the first party in the embodiment of FIG. 10, and the processor 301 can be used to call the program code stored in the memory 302 to execute the embodiment of FIG. The related function of the first party in the description.
  • the terminal 300 is implemented as the first party in the embodiment of FIG.
  • the memory 302 can also be used to store an implementation program of the related function of the second party in the embodiment of FIG. 10, and the processor 301 can be used to call the program code stored in the memory 302 to execute the embodiment of FIG. The related function of the second party in the description.
  • the terminal 300 is implemented as the second party in the embodiment of FIG.
  • FIG. 12 is only an implementation manner of the embodiment of the present invention.
  • the terminal 300 may further include more or fewer components, which are not limited herein.
  • the components in the first party and the second call in the hotline scenario are described in detail below.
  • FIG. 13 for the collaborative relationship between the various components in the square.
  • the server 200 pre-defines the required information options corresponding to the respective services, and the terminal 300 can periodically download the required information options corresponding to the respective services.
  • the embodiment of FIG. 3 will be described below.
  • the touch screen of the terminal 300 detects the user's operation of dialing the hotline number, generates a dialing event, and transmits the dialing event to the processor of the terminal 300.
  • the dialing event may carry a hotline number input by the user for indicating the calling object.
  • the processor of the terminal 300 processes the dialing event reported by the touch screen, and instructs the communication module to call the hotline telephone service provider characterized by the hotline number.
  • the communication module of the terminal 300 calls the server 200 in response to an instruction issued by the processor.
  • Server 200 the server of the hotline telephone service provider characterized by the hotline number, can be used to process incoming calls.
  • the communication module of the server 200 detects the incoming call, generates an incoming call event, and reports the incoming event to the processor of the server 200.
  • the processor of the server 200 processes the incoming event reported by the communication module, and instructs the communication module to send a voice prompt to the terminal 300.
  • the voice prompt is used to prompt the user to select a target service from a plurality of services provided by the hotline service provider.
  • the processor may instruct the IVR system to send the voice prompt to the terminal 300 through the communication module.
  • the voice prompt please refer to the embodiment of FIG. 3, and details are not described herein again.
  • the communication module of the server 200 sends the voice prompt to the terminal 300 in response to an instruction sent by the processor to prompt the user of the terminal 300 to select the target service.
  • the communication module of the terminal 300 detects the voice prompt sent by the server 200, and transmits the voice prompt to the processor of the terminal 300.
  • the processor sends an audio play instruction to the audio circuit of the terminal 300, and instructs the audio module to play the voice prompt.
  • the audio circuit of the terminal 300 plays the voice prompt to prompt the user to select the target service.
  • the user of the terminal 300 presses the dial key corresponding to the target service on the virtual dial displayed on the touch screen according to the voice prompt played by the audio circuit.
  • the touch screen of the terminal 300 detects a button event on the dial pad, and transmits the dial key information corresponding to the target service to the processor of the terminal 300.
  • the processor processes the button event, and instructs the communication module to send the DTMF signal of the button corresponding to the target service to the server 200 in the voice channel.
  • the communication module of the terminal 300 transmits the DTMF signal to the server 200 in a voice channel in response to an instruction issued by the processor.
  • the communication module of the server 200 detects the DTMF signal from the terminal 300 in the voice channel and transmits the DTMF signal to the processor.
  • the processor analyzes the button represented by the DTMF according to the DTMF signal, and then determines the target service selected by the first party according to the button.
  • the processor of the server 200 instructs the communication module to send a sharing request to the terminal 300, where the sharing request is used to request the required information corresponding to the target service.
  • the communication module of the server 200 transmits the sharing request to the terminal 300 in response to an instruction issued by the processor.
  • the communication module of the terminal 300 detects the sharing request from the server 200 and transmits the sharing request to the processor of the terminal 300.
  • the processor determines, in response to the sharing request, a required information option corresponding to the target service, and then obtains required information corresponding to the target service according to the required information option corresponding to the target service. For details, please refer to the embodiment of FIG. 3, and details are not described herein again.
  • the processor of the terminal 300 may instruct the touch screen to display the required information corresponding to the target service.
  • the touch screen of the terminal 300 displays the required information corresponding to the target service in response to an instruction issued by the processor.
  • the user of the terminal 300 selects the required information to be shared from the required information displayed on the touch screen.
  • the authorization operation may be a plurality of different user operations. For details, refer to the embodiment of FIG. 3, and details are not described herein.
  • the touch screen of the terminal 300 detects the authorization operation input by the user, and reports a user authorization event to the processor.
  • the processor of the terminal 300 processes the user authorization event, determines the required information to be shared from the required information displayed on the touch screen according to the authorization operation, and instructs the communication module to send the required to be shared to the server 200. information.
  • the communication module of the terminal 300 sends the required letter to be shared to the server 200 in response to an instruction issued by the processor. interest.
  • the communication module of the server 200 detects the required information to be shared sent by the terminal 300, and transmits the required information to be shared to the processor of the server 200.
  • the processor of the server 200 can send the required information to be shared to the agent, so that the agent can provide further professional services to the user who is the terminal 300 to be shared.
  • FIG. 13 exemplarily illustrates an embodiment of the present application from the inside of the device, and the adaptive adjustment process of other embodiments of the present application is not described herein.
  • the terminal A is the first party (including the touch screen A, the processor A, and the communication module A)
  • the terminal B is the second party (including the touch screen B, the processor B, and the communication module B). Both terminal A and terminal B can be implemented as terminal 300 shown in FIG.
  • the second party pre-defines the required information options for different contacts, and sends the required information options for the first party to the first party. For details, refer to the FIG. 10 embodiment. The embodiment of Fig. 14 will be described below.
  • the touch screen of the terminal A detects the operation of the user dialing the telephone number of the first party, generates a dialing event, and transmits the dialing event to the processor of the terminal A.
  • the dialing event may carry a phone number of the first party that is input by the user, and is used to indicate a call object.
  • the processor of the terminal A processes the dialing event reported by the touch screen, and instructs the communication module of the terminal A to call the terminal B.
  • the communication module of terminal A responds to the command and calls terminal B.
  • Terminal B the first party, can be used to process incoming calls.
  • the communication module of terminal B detects the incoming call, generates an incoming call event, and reports the incoming event to the processor of terminal B.
  • the processor of the terminal B processes the incoming event reported by the communication module, and instructs the touch screen to perform caller ID display.
  • the touch screen of the terminal B displays the incoming call interface in response to the instruction. Specifically, the caller ID may be displayed in the incoming call interface, that is, the phone number of the second party.
  • the user answers the call.
  • the terminal B detects the call answering operation input by the user, generates a user answering event, and reports the answering event to the processor.
  • the processor of terminal B processes the answering event and instructs the communication module to return a turn-on response to terminal A.
  • the communication module of the terminal B returns a connection response to the terminal A in response to the instruction.
  • the communication module of terminal A detects the connection response returned by terminal B, and reports the connection response to the processor.
  • the processor of the terminal A in response to the connection response reported by the communication module, instructs the communication module to send a sharing request to the terminal B to request the required information that the second party needs to obtain from the first party.
  • the communication module of the terminal A sends the sharing request to the terminal B in response to an instruction issued by the processor.
  • the communication module of the terminal B detects the sharing request sent by the terminal A, and reports the sharing request to the processor, and the processor of the terminal B responds to the sharing request, and performs the right to the second party. Verification, if the authority verification passes, the terminal A needs to send the required information that the terminal A needs to acquire.
  • the sharing request may include identity identification information of the second party, such as a phone number of the second party.
  • the processor of the terminal B may acquire the second party according to the predefined information option for the first party defined by the second party.
  • the processor of the terminal B can instruct the touch screen to display the acquired required information.
  • the touch screen of the terminal B displays the acquired required information in response to an instruction issued by the processor.
  • the user of the terminal 300 selects the required information to be shared from the required information displayed on the touch screen.
  • the authorization operation may be a plurality of different user operations. For details, refer to the embodiment of FIG. 10, and details are not described herein.
  • the touch screen of the terminal B detects the authorization operation input by the user, and reports a user authorization event to the processor.
  • the processor of the terminal B processes the user authorization event, determines the required information to be shared from the required information displayed on the touch screen according to the authorization operation, and instructs the communication module to send the required to be shared to the terminal A. information.
  • the communication module of the terminal B sends the required information to be shared to the terminal A in response to an instruction sent by the processor.
  • the communication module of the 24-35 server 200 detects the required information to be shared sent by the terminal 300, and transmits the required information to be shared to the processor of the server 200.
  • the processor of the server 200 can send the required information to be shared to the agent, so that the agent can provide further professional services to the user who is the terminal 300 to be shared.
  • FIG. 14 exemplarily illustrates an embodiment of the present application from the inside of the device, and the adaptability adjustment process of other embodiments of the present application is not described herein.
  • FIG. 15 is a schematic structural diagram of a terminal according to an embodiment of the present invention.
  • the terminal 400 may be the first party in the embodiment of FIG. 3 (hotline scenario), or may be the first party in the embodiment of FIG. 10 (non-hotline scenario).
  • the terminal 400 may include a call unit 401, a receiving unit 403, an obtaining unit 405, and a transmitting unit 407. among them:
  • the call unit 401 can be configured to establish a call connection with the second party
  • the receiving unit 403 is configured to receive a sharing request sent by the second party, where the sharing request is used to request to obtain information corresponding to a predefined required information option;
  • the obtaining unit 405 is configured to obtain information corresponding to the required information option.
  • the sending unit 407 is configured to send the acquired required information to the second party.
  • the second party can be used to define the desired information option.
  • the required information option is used to characterize information that the second party needs to obtain from the first party.
  • each functional unit included in the terminal 400 may be as follows:
  • the receiving unit 403 is configured to receive a sharing request sent by the second party, where the sharing request is used to request acquisition of required information corresponding to the target service selected by the first party.
  • the second party can be used to predefine the required information options corresponding to each service.
  • the obtaining unit 405 is configured to obtain required information corresponding to the target service according to the required information option corresponding to the target service.
  • the sending unit 407 is configured to send, to the second party, the required information corresponding to the target service.
  • each function unit included in the terminal 400 may refer to the embodiment of FIG. 3, and is not described herein for brevity of the description.
  • each of the terminals 400 includes The specific implementation of the functional unit can be as follows:
  • the receiving unit 403 is configured to receive a sharing request sent by the second party, where the sharing request is used to request to obtain a predefined information corresponding to the required information option of the first party, that is, the second The party needs the required information obtained from the first party.
  • the second party is used to predefine the required information options for different contacts.
  • the obtaining unit 405 is configured to obtain, according to a predefined required information option for the first party, the required information that the second party needs to obtain from the first party.
  • the second party can be used to pre-define the required information options for different contacts.
  • the sending unit 407 is configured to send the acquired required information to the second party.
  • terminal 400 when the terminal 400 is implemented as the first party in the embodiment of FIG. 10, the specific implementation of each function unit included in the terminal 400 can be referred to the embodiment of FIG. 10. For brevity of the description, details are not described herein.
  • FIG. 16 is a schematic structural diagram of another terminal according to an embodiment of the present invention.
  • the terminal 500 may be the second party in the embodiment of FIG. 3 (hotline scenario), or may be the second party in the embodiment of FIG. 10 (non-hotline scenario).
  • the terminal 500 may include: a call unit 501, a sending unit 503, and a receiving unit 505, where:
  • the calling unit 501 is configured to establish a call connection with the first party.
  • the sending unit 503 is configured to send a sharing request to the first calling party, where the sharing request is used to request to obtain information corresponding to a predefined required information option;
  • the receiving unit 505 is configured to receive information corresponding to the required information option sent by the first party.
  • the terminal 500 can be used to define the required information option, and the required information option is used to characterize information that the second party needs to obtain from the first party.
  • each functional unit included in the terminal 500 may be as follows:
  • the sending unit 503 is configured to send a sharing request to the first calling party, where the sharing request is used to request to acquire required information corresponding to the target service selected by the first party.
  • the receiving unit 505 is configured to receive required information corresponding to the target service sent by the first party.
  • the required information corresponding to the target service is obtained by the first party according to the required information option corresponding to the target service.
  • the terminal 500 when the terminal 500 is implemented as the second party in the embodiment of FIG. 3, the terminal 500 can be used to predefine the required information options corresponding to each service.
  • terminal 500 when the terminal 500 is implemented as the second party in the embodiment of FIG. 3, the specific implementation of each function unit included in the terminal 500 can be referred to the embodiment of FIG. 3. For brevity of the description, details are not described herein.
  • each functional unit included in the terminal 500 may be as follows:
  • the sending unit 503 is configured to send a sharing request to the first calling party, where the sharing request is used to request to acquire information corresponding to a predefined required information option for the first party, that is, the second call The party needs the required information obtained from the first party.
  • the receiving unit 505 is configured to receive the required information sent by the first party, that is, information corresponding to the required information option of the first party.
  • the terminal 500 when the terminal 500 is implemented as the second party in the embodiment of FIG. 10, the terminal 500 can be used to predefine the required information options for different contacts.
  • terminal 500 when the terminal 500 is implemented as the second party in the embodiment of FIG. 10, the specific implementation of each function unit included in the terminal 500 can be referred to the embodiment of FIG. 10. For brevity of the description, details are not described herein.
  • an embodiment of the present invention further provides a communication system, where the communication system includes a first party and a second party.
  • the communication system may be a communication system under the hotline telephone field shown in FIG. 1.
  • the first party may be the server 200 shown in FIG. 11, and the second party may be the terminal 300 shown in FIG. 12, wherein the memory of the terminal 300 is used to store the method described in the embodiment of FIG. The implementation of the second party.
  • the first party and the second party may also be the first party and the second party described in the embodiment of FIG. 3, respectively.
  • the first party can also be the terminal 400 shown in the embodiment of FIG. 15, and the second party can also be the terminal 500 shown in the embodiment of FIG.
  • the communication system may be a communication system under the non-hotline telephone field shown in FIG.
  • the first party can be the terminal 300 shown in FIG. 12, wherein the memory of the terminal 300 can be used to store the implementation program of the first party in the embodiment of FIG.
  • the second party can be the terminal 300 shown in FIG. 12, wherein the memory of the terminal 300 can be used to store the implementation program of the second party in the embodiment of FIG.
  • the first party and the second party may also be the first party and the second party described in the embodiment of FIG. 10, respectively.
  • the first party can also be the terminal 400 shown in the embodiment of FIG. 15, and the second party can also be the terminal 500 shown in the embodiment of FIG.
  • the calling party pre-defines which information needs to be obtained from the other party. That is to say, the party on the call pre-defines the required information options.
  • the calling party may request the other party of the call to share the required information.
  • the other party of the call may, in response to the request, acquire the required information according to the required information option predefined by the party of the call, and share the obtained required information to the party. This improves the efficiency of sharing information during a call.
  • the program can be stored in a computer readable storage medium, when the program is executed
  • the flow of the method embodiments as described above may be included.
  • the foregoing storage medium includes various media that can store program codes, such as a ROM or a random access memory RAM, a magnetic disk, or an optical disk.

Abstract

本文公开一种通话中共享信息的方法。该方法包括：第一通话方和第二通话方建立通话连接；所述第一通话方接收所述第二通话方发送的共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；所述第二通话方定义了所述所需信息选项；所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息；所述第一通话方获取所述所需信息选项对应的信息；所述第一通话方向所述第二通话方发送所述所需信息选项对应的信息。上述方案可提高通话中共享信息的效率。

Description

一种通话中共享信息的方法及终端 技术领域
本申请涉及通信技术领域，尤其涉及一种通话中共享信息的方法及终端。
背景技术
随着电子通信技术的快速发展，电话通话是一种常见的信息沟通方式，比较直接和高效。除了电话沟通内容，人们往往还需在通话中另外共享其他信息，例如联系人的名片等。
目前，在通话中，通话一方可以直接通过口头方式共享信息，例如口头说出待共享联系人的名片的相关信息，通话另一方可以通过手动方式记录该信息。或者，通话一方可以另外手动发送一条短信给通话另一方，短信内容即共享信息。这种信息共享方式的操作效率较低，不适合大数据量的信息共享。
尤其在热线电话服务电话的场景中，热线工作人员(如坐席)需要咨询用户一些详细信息以便为用户提供专业服务。例如，提供手机维修服务的热线工作人员口头询问用户的手机版本号、国际移动设备身份码(International Mobile Equipment Identity，IMEI)，以及其他一些配置参数等等，以便分析出用户的手机可能存在什么样的问题。针对热线工作人员的询问，用户通过口头回答提供热线工作人员需要的信息。同时，热线工作人员需要在通话过程中手动记录用户提供的信息。现有的这种在通话中共享信息的方式涉及的人为操作比较多，效率较低。
发明内容
本发明实施例提供了一种通话中共享信息的方法及终端，可提高通话中共享信息的效率。
第一方面，提供了一种通话中共享信息的方法，应用在第一通话方侧，可包括：所述第一通话方和第二通话方建立通话连接，接收所述第二通话方发送的共享请求，并获取所需信息选项对应的信息。最后，所述第一通话方向所述第二通话方发送所述所需信息选项对应的信息。
第二方面，提供了一种通话中共享信息的方法，应用在第二通话方侧，可包括：所述第二通话方和第一通话方建立通话连接，向所述第一通话方发送共享请求，并接收所述第一通话方发送的信息，所述信息是由所述第一通话方根据预定义的所需信息选项获取到的。
本申请中，所述第二通话方定义了所述所需信息选项，所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息。所述共享请求用于请求获取预定义的所述所需信息选项对应的信息。
实施第一方面和第二方面描述的通话中共享信息的方法，可提高通话中共享信息的效率。
本申请涉及的应用场景可以包括热线电话场景和非热线电话场景。
第一种，非热线电话场景。
在非热线电话场景中，所述第一通话方、所述第二通话方均可以是用户终端。下面展 开描述本申请在非热线电话场景中的实现。
在非热线电话场景中，所述第二通话方可以预先定义多个针对不同联系人的所需信息选项，用于指示所述第二通话方需要从不同联系人分别获取哪些所需信息。这样，当所述第二通话方和联系人通话时，所述第二通话方可以请求该联系人按照针对该联系人的所需信息选项共享信息。
在一些可选的实施例中，所述不同联系人可以是指不同的联系人组。即，所述第二通话方可以将联系人分组，并针对不同的联系人组定义不同的所需信息选项。
可选的，所述第二通话方可以按照所述第二通话方与各个联系人之间的亲密程度进行分组，例如家人组、好友组、同事组。一般，亲密程度较高的联系人组对应的所需信息选项可以是更加私隐的信息选项。可选的，所述第二通话方也可以按照所述第二通话方与各个联系人之间的事务合作类型进行分组。实际应用中，还可以按照其他方式对联系人进行分组，这里不作限制。
在非热线电话场景中，所述第二通话方可以向所述第一通话方发送预先定义的针对所述第一通话方的所需信息选项。相应的，所述第一通话方可以接收所述第二通话方发送的针对所述第一通话方的所需信息选项，并缓存针对所述第一通话方的所需信息选项。
在一种实现方式中，所述第二通话方可以在和所述第一通话方新建通讯联系时，向所述第一通话方发送所述所需信息选项。例如，所述第二通话方初次增加所述第一通话方至电话簿中的联系人组“同事组”时，向所述第一通话方发送预先定义的针对“同事组”的所需信息选项。
在另一种实现方式中，所述第二通话方可以在所述第一通话方用户和所述第二通话方用户面对面时，由所述第二通话方用户触发向所述第一通话方发送所述所需信息选项，这样可以促使所述第一通话方当面接收所述所需信息选项。
不限于上述两种实现方式，实际应用中，所述第二通话方可以在其他场景下向所述第一通话方发送所述所需信息选项，这里不作限制。
可选的，所述第二通话方还可以将所述预先定义的针对所述第一通话方的所需信息选项上传到服务器上，然后将该服务器地址发送给所述第一通话方。这样，所述第一通话方可以根据该服务器地址从该服务器上下载所述预先定义的所需信息选项。
在非热线电话场景中，所述第二通话方发送的所述共享请求可用于请求获取所述第二通话方需要从所述第一通话方获取的所需信息，即预先定义的针对所述第一通话方的所需信息选项对应的信息。相应的，在接收到所述共享请求之后，所述第一通话方可以对所述第二通话方进行权限验证。如果权限验证通过，则所述第一通话方可以根据预定义的针对所述第一通话方的所需信息选项，获取所述第二通话方需要从所述第一通话方获取的信息。
具体实现中，所述共享请求可由所述第二通话方主动触发。所述共享请求也可是自动触发的，例如通话开始后的10秒，所述第二通话方自动向所述第一通话方发送所述共享请求。关于所述共享请求的发起方式，本发明实施例不作限制。
具体实现中，所述共享请求可携带所述第二通话方的身份标识。这样，在多人通话的场景下，所述第一通话方可以根据所述身份标识，判断出请求共享信息的通话方是所述第二通话方，从而向所述第二通话方共享信息。可选的，所述共享请求也可以不携带所述第 二通话方的身份标识。在所述第一通话方和所述第二通话方的双方通话场景中，所述第一通话方可以根据来电号码或去电号码即可判断出所述共享请求是所述第二通话方发起的。
第二种，热线电话场景。
在热线电话场景中，所述第二通话方可以是热线电话服务商，所述第一通话方可以是用户终端。下面展开描述本申请在热线电话场景中的实现。
在热线电话场景中，所述第二通话方可以预先定义各个业务对应的所需信息选项，并将定义的各个业务对应的所需信息选项上传至云存储服务器。当需要对各个业务对应的所需信息选项进行更新时，例如新增、删除、更改所需信息选项时，所述第二通话方也可以将更新的所需信息选项上传至云存储服务器。
在热线电话场景中，所述第一通话方可以从云服务器下载并缓存所述各个业务对应的所需信息选项。可选的，用户终端可以定期下载所述所需信息选项，以便及时更新所述所需信息选项，使得用户终端侧保存的所述所需信息选项与云存储服务器上的所述所需信息选项一致。
在热线电话场景中，所述第二通话方发送的所述共享请求可用于请求获取所述第一通话方选择的目标业务对应的所需信息。所述目标业务是所述第一通话方从所述各个业务中选择的。相应的，所述第一通话方可以根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
在热线电话场景中，在建立通话连接之后，所述第二通话方可以向所述第一通话方发送业务选择提示，以提示所述第一通话方选择业务。相应的，所述第一通话方可以接收所述第二通话方发送的所述业务选择提示，根据所述业务选择提示选择目标业务，并向所述第二通话方发送所述目标业务的标识信息。
在一种实现方式中，所述目标业务的选择过程可包括：
1.所述第二通话方可以语音提示所述第一通话方通过拨号按键来选择所述目标业务。例如，所述第二通话方可以利用IVR自动播放一段业务选择的语音提示“欢迎使用A公司的售后服务平台，请通过拨号盘上的按键选择业务。‘1’为电话模块维修业务，‘2’为摄像头维修业务，‘3’为Wi-Fi模块维修业务。”示例仅仅用于解释本发明实施例，不应构成限定。
2.所述第一通话方的用户可以根据所述语音提示选择表征所述目标业务的按键。所述第一通话方在识别出用户选择的按键之后，可以将表征所述目标业务的DTMF信号发送给所述第二通话方。这样，所述第二通话方根据所述DTMF信号可以解析出按键，进而根据该按键确定出所述第一通话方选择的目标业务。
在另一种实现方式中，所述目标业务的选择过程可包括：
1.所述第二通话方可以向所述第一通话方发送业务选择页面，所述业务选择页面中展示有所述第二通话方提供的各个业务选项。
2.所述第一通话方的用户可以在所述业务选择页面中选择所述目标业务对应的业务选项。在识别和记录用户选择的所述目标业务对应的业务选项之后，所述第一通话方可以将用户选择的所述目标业务对应的业务选项发送给所述第二通话方。
具体实现中，所述第一通话方可以向所述第二通话方发送所述目标业务的业务名称， 也可以向所述第二通话方发送所述目标业务的业务ID。实际应用中，所述第一通话方和所述第二通话方之间还可以约定其他方式来告知所述目标业务，这里不作限制。
在一些可选的实施例中，在所述第一通话方侧，所述业务选择页面可以显示在通话界面中。在一些可选的实施例中，在所述第一通话方侧，所述业务选择页面也可以独立显示在通话界面的上方，可以全部或部分覆盖所述通话界面。示例仅仅是本发明实施例的一些实现方式，实际应用中还可以不同，不应构成限定。
可选的，上述两种所述目标业务的选择过程还可以结合实施，这里不作限制。
结合非热线电话场景和热线电话场景，在一种实现方式中，如果所述目标业务对应的所需信息包括所述第一通话方维护的所需信息，那么所述第一通话方可以直接通过系统接口获取到所述第一通话方维护的所需信息。在另一种实现方式中，如果所述目标业务对应的所需信息包括第三方维护的所需信息，那么所述第一通话方需要实现所述第三方提供的API，通过调用所述第三方的API来向所述第三方请求获取第三方维护的所需信息。需要说明的，所述第三方不限于第三方应用，还可以是第三方服务，第三方平台等等。
结合非热线电话场景和热线电话场景，在获取到所述目标业务对应的所需信息之后，所述第一通话方可显示出所述目标业务对应的所需信息，然后根据用户授权，从所述目标业务对应的所需信息中确定出所述待共享的所需信息。这里，所述用户授权可用于选择出所述待共享的所需信息，授权向所述第二通话方共享所述待共享的所需信息。
具体的，所述用户授权对应的用户操作可以有多种形式，例如选择操作、删除操作等，本发明实施例不作限制。在一些可选的实施例中，所述用户授权也可以是所述第一通话方提前获取的。例如，所述第一通话方安装所述第二通话方提供的客户端时，该客户端可以询问用户对该客户端涉及到的相关操作(例如操作系统配置信息的读取操作等)进行授权。示例仅仅是本发明实施例的一种实现方式，实际应用中还可以不同，不应构成限定。
结合非热线电话场景和热线电话场景，所述第一通话方可以通过TCP/IP数据连接、UDP/IP数据连接、SMS或者MMS中的一项或多项向所述第二通话方发送所需信息。实际应用中，所述第一通话方和所述第二通话方之间还可以采用其他数据传输方式，例如点到点的传输方式，发送所述所需信息，这里不作限制。
第三方面，提供了一种终端，用于执行第一方面描述的方法。所述终端可包括：存储器以及与所述存储器耦合的处理器、通信模块，其中：所述通信模块用于和其他终端进行通信，所述存储器用于存储第一方面描述的通话中共享信息的方法的实现代码，所述处理器用于执行所述存储器中存储的程序代码，即执行第一方面或第一方面的可能的实施方式中的任意一种所提供的通话中共享信息的方法。
第四方面，提供了一种终端，用于执行第二方面描述的方法。所述终端可包括：存储器以及与所述存储器耦合的处理器、通信模块，其中：所述通信模块用于和其他终端进行通信，所述存储器用于存储第二方面描述的通话中共享信息的方法的实现代码，所述处理器用于执行所述存储器中存储的程序代码，即执行第二方面或第二方面的可能的实施方式中的任意一种所提供的通话中共享信息的方法。
第五方面，提供了一种终端，包括多个功能模块，用于相应的执行第一方面或第一方面可能的实施方式中的任意一种所提供的方法。
第六方面，提供了一种终端，包括多个功能模块，用于相应的执行第二方面或第二方面可能的实施方式中的任意一种所提供的方法。
第七方面，提供了一种计算机可读存储介质，所述可读存储介质上存储有实现第一方面描述的通话中共享信息的方法的程序代码，该程序代码包含运行第一方面描述的通话中共享信息的方法的执行指令。
第八方面，提供了一种计算机可读存储介质，所述可读存储介质上存储有实现第二方面描述的通话中共享信息的方法的程序代码，该程序代码包含运行第二方面描述的通话中共享信息的方法的执行指令。
附图说明
为了更清楚地说明本发明实施例中的技术方案，下面将对实施例描述中所需要使用的附图作简单地介绍。
图1是本发明实施例涉及的一种热线电话应用场景的示意图；
图2是本发明实施例提供的在热线电话场景的通话中共享信息的流程示意图；
图3是本发明实施例提供的一种通话中共享信息的方法的流程示意图；
图4A-4B是本发明实施例提供的两种在通话中选择目标业务的示意图；
图5是本发明实施例提供的一种热线语音提示的示例性示意图；
图6A-6C是本发明实施例提供的几种业务选择页面的示意图；
图7是本发明实施例提供的再一种在通话中选择目标业务的示意图；
图8A-8C是本发明实施例提供的几种选择共享的所需信息的示意图；
图9是本发明实施例涉及的一种非热线电话应用场景的示意图；
图10是本发明实施例提供的另一种通话中共享信息的方法的流程示意图；
图11是本发明实施例提供的一种服务器的结构示意图；
图12是本发明实施例提供的一种终端的结构示意图；
图13是本发明实施例提供的图3实施例的内部协作交互示意图；
图14是本发明实施例提供的图10实施例的内部协作交互示意图；
图15是本发明实施例提供的一种终端的结构示意图；
图16是本发明实施例提供的另一种终端的结构示意图。
具体实施方式
本申请的实施方式部分使用的术语仅用于对本发明的具体实施例进行解释，而非旨在限定本发明。
针对现有技术中存在的问题，本申请提供了一种通话中共享信息的方法，可提高通话双方在通话中共享信息的效率。
本申请涉及的主要原理可包括：通话一方预先定义需要从通话另一方获取哪些信息。本发明实施例中，可以将所述通话一方需要从所述通话另一方获取的信息称为所需信息(required information)。也即是说，所述通话一方预先定义了所需信息选项。在通话中，所述通话一方可以请求所述通话另一方共享所述所需信息。所述通话另一方可以响应该请求， 根据所述通话一方预先定义的所述所需信息选项获取所述所需信息，并将获取到的所述所需信息共享给所述通话一方。这样可提高通话中共享信息的效率。
下面分别从热线电话场景和非热线电话场景详细说明本申请提供的通话中共享信息的方法。
首先，参见图1，图1是本申请涉及的一种热线电话服务系统的示意图。图1所示的热线电话服务系统100可以支持相应的热线电话服务商向用户提供多项业务，用户终端20可以通过电话、短信以及互联网等方式接入热线电话服务系统100来获得热线电话服务商提供的服务。如图1所示，热线电话服务系统100可包括：管理服务器101、存储服务器102以及坐席103。其中：
管理服务器101负责实现系统运行状态管理、权限管理、坐席管理、数据管理及统计、系统安全维护等功能。具体实现中，管理服务器101可支持运行业务管理系统、客户管理系统和坐席管理系统等。其中，业务管理系统负责各种业务管理，包括：业务的定义与新建、新业务的添加、业务使用情况的统计等。客户管理系统负责收集和维护客户的相关数据，包括在坐席终端上显示客户信息等。坐席管理系统负责对坐席人员进行管理，包括坐席登记、坐席权限管理等。
存储服务器102负责提供系统的数据存储和数据访问等功能。客户信息、交互数据、业务资料等都存储在存储服务器102中，以便为座席人员的服务提供支持，为管理人员的决策提供依据。可以理解的，热线电话服务系统100的数据随时间而累积，数据量会非常巨大，因而对数据处理能力的要求相当高。具体实现中，存储服务器102上一般部署有大型数据库，如SQL Server、Oracle等。对于特别重要的数据资料，存储服务器102一般可以使用双机热备份来确保数据安全。
座席103是指业务代表(又称为座席人员)及其工作设备，如话机、耳机、话筒，运行计算机电话集成(Computer Telephony Integration，CTI)程序的计算机或计算机终端等。座席103可以通过鼠标和键盘完成电话的接听、挂断、转移、外拨等工作，座席103根据处理业务的能力可以分为普通席、专家席和管理席(班长席)等。应理解的，热线电话服务系统100中一般可配置有多个坐席103，可以同时为多个用户提供业务服务。
具体实现中，热线电话服务系统100可以实现成呼叫中心。其中，管理服务器101可集成有或者连接到CTI服务器、交互式语音应答(Interactive Voice Response，IVR)系统、交换机和自动呼叫分配器(Automatic Call Distributor，ACD)等。其中，CTI服务器用于提供交换机和计算机互通的通信接口，使得计算机可以根据交换机提供的主叫号码等信息，将用户的资料在电话接通的同时，显示在坐席103的计算机屏幕上。IVR系统用于在用户接入到呼叫中心时，可以提供自动的语音导航服务，例如提示用户选择业务类型的的语音。ACD可主要用于根据预设分配策略，将用户的接入电话合理的分配给多个坐席103。
需要说明的，图1仅仅是热线电话服务系统100的一个实施例，实际应用中，热线电话服务系统100还可以包括更多或更少的组件。
如图1所示，热线电话服务系统100可以是手机厂商提供的维修服务系统，用于向用户提供多种手机维修业务。
存储服务器102上可部署有数据库30，数据库30可用于记录各项维修业务对应的所 需信息选项。这里，业务对应的所需信息(required information)即热线电话服务系统100提供该项业务需要了解的用户终端信息。例如，“电话模块”维修业务对应的所需信息包括：手机型号、操作系统版本、IMEI等等。即，相关维修人员或后台维修系统需要根据手机型号、操作系统版本、IMEI等等几项信息来为用户提供“电话模块”维修业务，例如分析故障原因，提供解决方案等等。
具体实现中，用户终端20可以通过热线电话服务系统100提供的维修总机号码接入进来。针对接入用户，热线电话服务系统100可以通过IVR自动播放一段提示语音，来提示用户通过拨号盘上的按键选择具体的维修业务。例如，该提示语音可以是“欢迎使用手机维修业务，按键‘1’为电话模块，按键‘2’为摄像头，按键‘3’为Wi-Fi模块”。示例仅仅用于解释本发明实施例，不应构成限定。假设用户按下拨号盘上按键“1”，选择了“电话模块”维修业务，那么，热线电话服务系统100便会分配负责“电话模块”维修业务的坐席103，为用户服务。可以理解的，负责“电话模块”维修业务的坐席103通常可以是精通电话模块维修事宜的维修人员。
目前，在接通用户电话后，负责“电话模块”维修业务的坐席103一般可以通过口头询问的方式来从用户那里获取“电话模块”维修业务对应的几项所需信息，然后通过手动的方式记录用户告知的所述所需信息。可选的，坐席103可以将用户告知的所述所需信息记录在客户数据库中。这种在热线电话中共享信息的方式比较低效。
参见图2，在热线电话场景下，本申请提供的一种通话中共享信息的方法的总体方案可概述如下：
1、热线电话服务商定义(或更新)各个业务对应的所需信息选项。例如，热线电话服务商可以是图1中的手机维修服务商，可以定义“电话模块”维修业务对应的所需信息选项包括：手机型号、操作系统版本、IMEI等。
具体实现中，热线电话服务商可以定义用于表征所需信息选项的结构体，例如“电话模块”维修业务对应的所需信息选项可表示为：
required_info{
String dev_id；
String version；
String IMEI；}；
具体实现中，热线电话服务商还可以定义一套接口，例如request_info(int serv_id)，用于向用户终端请求获取一项业务对应的所需信息，其中，函数“request_info”的返回参数可以是上述结构体required_info，表示所需信息；函数输入参数“serv_id”表示该项业务的业务ID。需要说明的，示例仅仅用于解释本发明实施例，不应构成限定。
2、热线电话服务商将定义的各个业务对应的所需信息选项上传至云存储服务器。当需要对各个业务对应的所需信息选项进行更新时，例如新增、删除、更改所需信息选项时，热线电话服务商也可以将更新的所需信息选项上传至云存储服务器，以确保云存储服务器上保存的各个业务对应的所需信息选项与热线电话服务商最近一次更新的所需信息选项一致。
3、用户终端可以从云存储服务器下载热线电话服务商定义的各个业务对应的所需信息选项。可选的，用户终端可以定期下载所述所需信息选项，以便及时更新所述所需信息选项，使得用户终端侧保存的所述所需信息选项与云存储服务器上的所述所需信息选项一致。
4、当用户终端和热线坐席进行通话时，针对目标业务(用户选择的业务)，用户终端可以根据目标业务对应的所需信息选项(已经通过步骤3下载得到)，收集目标业务对应的所需信息。然后，用户终端可以将目标业务对应的所需信息共享给热线电话服务系统，这样热线坐席便可以在计算机屏幕上看到用户终端共享的信息，便于热线坐席进一步的为用户提供更专业的服务。
本发明实施例中，可以将所述用户终端称为第一通话方，可以将所述热线电话服务商称为第二通话方。具体实现中，所述热线电话服务商可以是热线电话服务商侧的服务器，例如图1所示的热线电话服务系统100中的管理服务器101，也可以是热线电话服务商侧的终端，例如坐席终端。
下面结合图3详细描述在热线电话场景中本发明实施例提供的通话中共享信息的方法。如图3所示，所述方法可包括：
S101-S103，所述第二通话方预先定义各个业务对应的所需信息选项，所述第一通话方下载并缓存所述预先定义的各个业务对应的所需信息选项，具体可参考图2的说明，这里不再赘述。
具体实现中，所述第一通话方可以将下载到的所述所需信息选项缓存到本地。所述第一通话方也可以将下载到的所述所需信息选项缓存到相应的远端存储位置上，例如，在云办公系统中，终端去存储化，终端的数据可存储到云端服务器上的相应节点中。需要说明的，所述第一通话方还可以将下载到的所述所需信息选项缓存到相应的外部存储中。关于所述第一通话方如何缓存下载到的所述所需信息选项，本发明实施例不作限制。
S104，所述第一通话方和所述第二通话方建立通话连接。
在一种实现方式中，所述通话连接可以是由所述第一通话方呼叫所述第二通话方建立的，例如所述第一通话方拨打所述第二通话方提供的热线电话号码进行热线呼叫。在另一种实现方式中，所述通话连接也可以是由所述第二通话方呼叫所述第一通话方建立的，例如所述第二通话方拨打所述第一通话方的电话号码进行客户回访。关于所述通话连接的建立方式，本发明实施例不作限制。
S105，所述第一通话方选择目标业务。
具体的，在建立通话连接之后，所述第二通话方可以向所述第一通话方发送业务选择提示，以提示所述第一通话方选择业务。相应的，所述第一通话方可以接收所述第二通话方发送的所述业务选择提示，根据所述业务选择提示选择目标业务，并向所述第二通话方发送所述目标业务的标识信息。
图4A示出了所述第一通话方选择目标业务的一种实现方式，可包括：
1.所述第二通话方可以语音提示所述第一通话方通过拨号按键来选择所述目标业务。例如，所述第二通话方可以利用IVR自动播放一段业务选择的语音提示“欢迎使用A公司的售后服务平台，请通过拨号盘上的按键选择业务。‘1’为电话模块维修业务，‘2’为摄像头维修业务，‘3’为Wi-Fi模块维修业务。”示例仅仅用于解释本发明实施例，不应构成 限定。
2.所述第一通话方的用户可以根据所述语音提示选择表征所述目标业务的按键。所述第一通话方在识别出用户选择的按键之后，可以将表征所述目标业务的DTMF信号发送给所述第二通话方。这样，所述第二通话方根据所述DTMF信号可以解析出按键，进而根据该按键确定出所述第一通话方选择的目标业务。
应理解的，DTMF信号可以承载在语音通道中。本发明实施例中，所述语音通道是指收发两端之间的语音传输，可承载于电路交换(Circuit Switch，CS)域。也即是说，图4A所示的实现方式可以直接通过语音通道完成目标业务的选择，无需额外产生数据开销。
实际应用中，在通过语音提示选择目标业务时，所述第二通话方可以提供多层级的语音提示，逐步的提示所述第一通话方侧选择出所述目标业务。例如，如图5所示，在航空订票系统中，订票业务的语音提示可按照业务层级从上至下细分。其中，语音提示1用于提示用户选择较大的业务类别：国内业务或者国外业务，语音提示2(或语音提示3)提示用户在具体的国内业务(或者国外业务)下选择订票、退票或改签业务，语音提示21-23(或者语音提示31-33)具体用于提示用户如何执行国内机票(或者国外机票)的订票、退票或改签。示例仅仅用于解释本发明实施例，不应构成限定。
图4B示出了所述第一通话方选择目标业务的另一种实现方式，可包括：
1.所述第二通话方可以向所述第一通话方发送业务选择页面，所述业务选择页面中展示有所述第二通话方提供的各个业务选项。例如，如图6A所示，所述业务选择页面可以包括“通话模块”、“摄像头”、“Wi-Fi”和“触摸屏”这4个业务选项。可选的，所述业务选择页面还可以展示出各个业务相关的附加信息，例如图6A中的常见故障，方便用户了解各个业务。示例仅仅用于解释本发明实施例，不应构成限定。实际应用中，所述各个业务选项还可以对应多层级的业务结构，所述业务选择页面还可以按照业务层级呈现所述多个业务选项。
具体实现中，所述各个业务选项在所述业务选择页面可以按照列表的形式呈现(如图5所示)，也可以按照表格的形式呈现，还可以按照其他界面布局形式呈现。关于所述业务选择页面的界面布局形式，这里不作限制。
2.所述第一通话方的用户可以在所述业务选择页面中选择所述目标业务对应的业务选项。在识别和记录用户选择的所述目标业务对应的业务选项之后，所述第一通话方可以将用户选择的所述目标业务对应的业务选项发送给所述第二通话方。
具体实现中，所述第一通话方可以向所述第二通话方发送所述目标业务的业务名称，也可以向所述第二通话方发送所述目标业务的业务ID。实际应用中，所述第一通话方和所述第二通话方之间还可以约定其他方式来告知所述目标业务，这里不作限制。
在一些可选的实施例中，在所述第一通话方侧，所述业务选择页面可以显示在通话界面中。例如，如图6B所示，业务选择页面40和拨号盘60一起显示在通话界面50中。在一些可选的实施例中，在所述第一通话方侧，所述业务选择页面也可以独立显示在通话界面的上方，可以全部或部分覆盖所述通话界面。例如，如图6C所示，业务选择页面40悬浮显示在通话界面50上方。示例仅仅是本发明实施例的一些实现方式，实际应用中还可以不同，不应构成限定。
可以理解的，在图4B所示的实现方式中，所述业务选择页面需要承载在数据通道中。本发明实施例中，所述数据通道是指收发两端之间的数据传输，通过应用层会话建立起来的一种数据传输隧道(Tunnel)。所述数据通道可以是TCP数据通道、UDP数据通道等。通过数据通道发送的所述业务选择页面可以在用户侧呈现出更加丰富的信息(可参考图6A中示出的各种维修业务相关的常见故障)，便于用户选择业务。
可选的，图4A示出的实现方式和图4B示出的实现方式还可以结合。如图7所示，所述第一通话方选择目标业务的再一种实现方式，可包括：
1.所述第二通话方通过数据通道向所述第一通话方发送所述业务选择页面，所述业务选择页面可以如图6所示，提示用户通过拨号盘上的按键选择目标业务。具体的，按“1”表示选择通话模块维修业务，按“2”表示选择摄像头维修业务，按“3”表示选择Wi-Fi维修业务，按“4”表示选择触摸屏维修业务。
2.相应的，所述第一通话方侧的用户可以通过拨号盘上的按键选择目标业务。所述第一通话方可以通过语音通道将表征所述目标业务的DTMF信号发送给所述第二通话方。这样，所述第二通话方根据所述DTMF信号可以解析出按键，并根据该按键确定出所述第一通话方选择的目标业务。
上述内容示出了几种所述第一通话方选择目标业务的实现方式。在一些可能的场景中，所述第二通话方提供了各个具体业务对应的分机号码，所述第一通话方可以通过拨打具体业务对应的分机号码来直接接入所述具体业务，无需再进行业务选择。也即是说，所述第一通话方拨打的热线号码本身即可用于指示所述第一通话方选择的目标业务。
例如，假设图1中的热线电话服务商的总机号码是“1000”，“电话模块”维修业务对应的分机号码是“10001”，“摄像头”维修业务对应的分机号码是“10002”，“Wi-Fi”维修业务对应的分机号码是“10003”。如果用户选择的目标业务是“电话模块”维修业务，则除了通过拨打总机号码后按照系统提示选择“电话模块”维修业务，用户还可以直接拨打“10001”来接入“电话模块”维修业务。示例仅仅用于解释本发明实施例，不应构成限定。
S106，在所述第一通话方选择所述目标业务后，所述第二通话方向所述第一通话方发送共享请求。所述共享请求可用于请求获取所述目标业务对应的所需信息。
在所述通话连接中，所述共享请求可由所述第二通话方侧的热线坐席发起，也可由所述第二通话方侧的服务器后台发起。关于所述共享请求的发起方式，本发明实施例不作限制。
可选的，所述共享请求可包括所述目标业务的标识信息，例如业务名称或业务ID等，用于指示出所述第二通话方想要获取所述目标业务对应的所需信息。可选的，所述共享请求也可以不携带所述目标业务的标识信息，在所述第一通话方接入所述目标业务的条件下，可以默认所述共享请求是针对所述目标业务的。
具体实现中，所述第二通话方可以通过数据通道或者语音通道发送所述共享请求。关于数据通道或语音通道的说明可参考前述内容，这里不再赘述。
S107，所述第一通话方接收到所述共享请求，响应所述共享请求，根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
在一种实现方式中，如果所述目标业务对应的所需信息包括所述第一通话方维护的所 需信息，那么所述第一通话方可以直接通过系统接口获取到所述第一通话方维护的所需信息。
例如，假设所述目标业务是图1中的“电话模块”维修业务，其对应的所需信息(手机型号、操作系统版本、IMEI)是用户终端(所述第一通话方)的系统配置信息。具体实现中，用户终端上的操作系统(如Android OS)可提供有用于读取所述系统配置信息的应用编程接口(Application Programming Interface，API)，例如get_OS_ver()可以是操作系统提供的用于读取操作系统版本的API。示例仅仅用于解释本发明实施例，不应构成限定。
在另一种实现方式中，如果所述目标业务对应的所需信息包括第三方维护的所需信息，那么所述第一通话方需要实现所述第三方提供的API，通过调用所述第三方的API来向所述第三方请求获取第三方维护的所需信息。需要说明的，所述第三方不限于第三方应用，还可以是第三方服务，第三方平台等等。
例如，假设所述目标业务是图书推荐业务，所述图书推荐业务对应的所需信息是用户在第三方应用亚马逊(Amazon)上的图书购买记录。那么，所述用户终端需要实现并调用亚马逊(第三方应用)提供的用于读取用户的图书购买记录的API，例如get_order_info(int ID，string password)，其中，ID是用户在亚马逊上的账户ID，password是用户在亚马逊上的登录密码。这样，亚马逊服务器在认证账户ID和登录密码合法后，可以向所述用户终端返回该账户ID对应的图书购买记录。示例仅仅用于解释本发明实施例，不应构成限定。
需要说明的，在具体实施时，所述目标业务对应的所需信息可同时包括上述两种情形：所述第一通话方维护的所需信息和所述第三方维护的所需信息。
S108-S110，在获取所述目标业务对应的所需信息之后，所述第一通话方可以根据用户授权向所述第二通话方发送所述目标业务对应的所需信息。这里，发送给所述第二通话方的所需信息可以是全部或部分的所述目标业务对应的所需信息。
具体实现中，在接收到所述共享请求之后，所述第一通话方可显示出所述目标业务对应的所需信息，然后根据用户授权，从所述目标业务对应的所需信息中确定出所述待共享的所需信息。这里，所述用户授权可用于选择出所述待共享的所需信息，授权向所述第二通话方共享所述待共享的所需信息。
具体的，所述用户授权对应的用户操作可以有多种形式，例如选择操作、删除操作等，本发明实施例不作限制。
举例说明，如图8A-8C所示，在用户选择“通话模块”维修业务之后，针对所述共享请求，所述第一通话方可以根据“通话模块”维修业务对应的所需信息选项：“手机型号”、“操作系统版本”、“IMEI”、“支持的移动网络”，获取“通话模块”维修业务对应的所需信息：“手机型号”为“G6-C001”，“操作系统版本”为“Android 6.0”，“IMEI”为“356235020006062”，“支持的移动网络”为“cdma2000/GSM”。并且，所述第一通话方可以显示出“通话模块”维修业务对应的各项所需信息，如所需信息显示界面70。
如图8A所示，所需信息显示界面70中设置有选择键80，用于接收用户的选择操作。即：所述用户授权对应的用户操作可以是选择操作。被用户选择的所需信息即用户授权要共享给所述第二通话方的所述待共享的所需信息。
如图8B所示，所需信息显示界面70中设置有删除键80，用于接收用户的删除操作。 即：所述用户授权对应的用户操作可以是删除操作。未被用户删除的所需信息即用户授权要共享给所述第二通话方的所述待共享的所需信息。
如图8C所示，在所需信息显示界面70中，每一项所需信息均可接收长按操作，并响应长按操作，跳出操作菜单100。操作菜单100中可设置有“共享”按键和“不共享”按键。用户可以通过点击“共享”按键来指示共享相应的所需信息，也可以通过点击“不共享”按键来指示不共享相应的所需信息。最终，被用户指示共享的一项或多项所需信息即所述待共享的所需信息。
需要说明的，示例仅仅是本发明实施例提供的一些实现方式，所述用户授权对应的用户操作还可以包括其他用户操作，例如用于授权的语音操作、体感操作等，这里不作限制。
在一些可选的实施例中，所述用户授权也可以是所述第一通话方提前获取的。例如，在用户终端(所述第一通话方)安装热线电话服务商(所述第二通话方)提供的客户端时，该客户端可以询问用户对该客户端涉及到的相关操作(例如操作系统配置信息的读取操作等)进行授权。示例仅仅是本发明实施例的一种实现方式，实际应用中还可以不同，不应构成限定。
本发明实施例中，在所述第一通话方向所述第二通话方发送所述目标业务对应的所需信息时，所述第一通话方可以通过TCP/IP数据连接、UDP/IP数据连接、SMS或者MMS中的一项或多项向所述第二通话方发送所述目标业务对应的所需信息。实际应用中，所述第一通话方和所述第二通话方之间还可以采用其他数据传输方式，例如点到点的传输方式，发送所述目标业务对应的所需信息，这里不作限制。
S111，在接收到所述第一通话方发送的所述待共享的所需信息之后，所述第二通话方可以将所述待共享的所需信息提供给热线坐席，便于热线坐席根据所述待共享的所需信息进行进一步的处理，例如分析故障原因、提供解决方案等。
具体的，所述热线电话服务商的管理服务器接收到所述第一通话方(用户终端)发送的所述目标业务对应的所需信息，并将所述目标业务对应的所需信息推送至为所述第一通话方提供所述目标业务的服务的热线坐席终端。最后，热线坐席终端可以将所述目标业务对应的所需信息显示在热线坐席终端的屏幕上，方便坐席工作人员向所述第一通话方提供所述目标业务相关的服务。
其次，参见图9，图9是本申请涉及的一种非热线电话场景的示意图。在图9所示的非热线电话场景中，用户终端1和用户终端2可以通过电话、短信以及互联网等方式进行通信。下面结合图10详细描述在非热线电话场景中本发明实施例提供的通话中共享信息的方法。在图10实施例中，通话一方(下面称为第二通话方)预先定义了多个针对不同联系人的所需信息选项，用于指示所述通话一方需要从不同联系人分别获取哪些所需信息。这样，当所述通话一方和联系人通话时，所述通话一方可以请求该联系人按照针对该联系人的所需信息选项共享信息。下面可以将与所述通话一方通话的联系人称为第一通话方。如图10所示，所述方法可包括：
S201，所述第二通话方预先定义针对不同联系人的所需信息选项。
举例说明，假设针对3个不同的联系人：联系人A、联系人B和联系人C，所述第二 通话方为这3个联系人分别预先定义了所需信息选项，其中，针对联系人A的所需信息选项是通讯录，针对联系人B的所需信息选项是相册、通话记录，针对联系人C的所需信息选项是邮件、短信、即时通讯软件的聊天记录。那么，这些预先定义的所需信息选项可表明：所述第二通话方需要获取联系人A的通讯录，所述第二通话方需要获取联系人B的相册、通话记录，所述第二通话方需要获取联系人C的邮件、短信、即时通讯软件的聊天记录。
在一些可选的实施例中，所述不同联系人可以是指不同的联系人组。即，所述第二通话方可以将联系人分组，并针对不同的联系人组定义不同的所需信息选项。
例如，假设所述第二通话方设置了2个联系人组：组A和组B，其中，预定义的针对组A的所需信息选项为：通讯录，预定义的针对组B的所需信息选项是相册、通话记录。组A、组B分别包括的成员个数不作限制。那么，预先定义的分别针对组A、组B的所需信息选项可表明：所述第二通话方在和组A成员通话时可以请求组A成员共享通讯录，所述第二通话方在和组B成员通话时可以请求组B成员共享相册、通话记录。示例仅仅是本发明实施例的一种实现方式，实际应用中还可以不同，不应构成限定。
可选的，所述第二通话方可以按照所述第二通话方与各个联系人之间的亲密程度进行分组，例如家人组、好友组、同事组。一般，亲密程度较高的联系人组对应的所需信息选项可以是更加私隐的信息选项。例如，针对家人组的所需信息选项可以是邮件、短信、即时通讯软件的聊天记录这些较为私隐的用户信息。示例仅仅是本发明实施例的一种实现方式，实际应用中还可以不同，不应构成限定。
可选的，所述第二通话方也可以按照所述第二通话方与各个联系人之间的事务合作类型进行分组，例如产品组、质量组、研发组。例如针对产品组的所需信息选项可以是即时通讯软件中所述产品组对应的聊天记录，针对质量组的所需信息选项可以是即时通讯软件中所述质量组对应的聊天记录，针对研发组的所需信息选项可以是即时通讯软件中所述研发组对应的聊天记录。示例仅仅是本发明实施例的一种实现方式，实际应用中还可以不同，不应构成限定。
需要说明的，不限于上述内容描述的预先定义所需信息选项的方式，实际应用中，所述第二通话方还可以采用其他方式定义针对不同联系人的所需信息选项。例如，统一定义全部联系人对应的所需信息选项均为通讯录。示例仅仅用于解释本发明实施例，不应构成限定。
S202，所述第二通话方向所述第一通话方发送针对所述第一通话方的所需信息选项。在一种实现方式中，所述第二通话方可以在和所述第一通话方新建通讯联系时，向所述第一通话方发送所述所需信息选项。例如，所述第二通话方初次增加所述第一通话方至电话簿中的联系人组“同事组”时，向所述第一通话方发送预先定义的针对“同事组”的所需信息选项。
在另一种实现方式中，所述第二通话方可以在所述第一通话方用户和所述第二通话方用户面对面时，由所述第二通话方用户触发向所述第一通话方发送所述所需信息选项，这样可以促使所述第一通话方当面接收所述所需信息选项。
不限于上述两种实现方式，实际应用中，所述第二通话方可以在其他场景下向所述第 一通话方发送所述所需信息选项，这里不作限制。
可选的，所述第二通话方还可以将所述预先定义的针对所述第一通话方的所需信息选项上传到服务器上，然后将该服务器地址发送给所述第一通话方。这样，所述第一通话方可以根据该服务器地址从该服务器上下载所述预先定义的所需信息选项。
S203，所述第一通话方接收所述第二通话方发送的针对所述第一通话方的所需信息选项，并缓存针对所述第一通话方的所需信息选项。
具体的，可参考图1实施例中的步骤S103，这里不再赘述。
S204，第二通话和所述第一通话方建立通话连接。
这里，所述通话连接可以由所述第一通话方呼叫所述第二通话方触发建立，也可以由所述第二通话方呼叫所述第一通话方触发建立，还可以是第三方发起的群通话，这里不作限制。
S205，在和所述第一通话方通话时，所述第二通话方向所述第一通话方发送共享请求。所述共享请求可用于请求获取所述第二通话方需要从所述第一通话方获取的所需信息，即预先定义的针对所述第一通话方的所需信息选项对应的信息。
具体的，所述共享请求可由所述第二通话方主动触发。所述共享请求也可是自动触发的，例如通话开始后的10秒，所述第二通话方自动向所述第一通话方发送所述共享请求。关于所述共享请求的发起方式，本发明实施例不作限制。
可选的，所述共享请求可携带所述第二通话方的身份标识。这样，在多人通话的场景下，所述第一通话方可以根据所述身份标识，判断出请求共享信息的通话方是所述第二通话方，从而向所述第二通话方共享信息。
可选的，所述共享请求也可以不携带所述第二通话方的身份标识。在所述第一通话方和所述第二通话方的双方通话场景中，所述第一通话方可以根据来电号码或去电号码即可判断出所述共享请求是所述第二通话方发起的。
S206，所述第一通话方在收到所述共享请求之后，对所述第二通话方进行权限验证。如果权限验证通过，则执行步骤S207。具体的，所述共享请求可包括所述第二通话方的身份标识信息，例如所述第二通话方的电话号码，用于指示所述第二通话方。
具体的，所述第一通话方可以为不同的用户信息设置不同的权限要求，只有符合相应权限要求的联系人才能请求获取相应的用户信息。表1示例性地示出了所述第一通话方针对用户信息设置的权限要求。
Figure PCTCN2017075607-appb-000001
表1
根据表1可知，在所述第一通话方侧，不同私隐程度的用户信息对应的权限要求可以不一样。例如，通讯录对应的权限要求是：通讯录中的联系人，即只有所述第一通话方的通讯录中的联系人才能请求获得所述第一通话方的通讯录。又例如，通话记录对应的权限要求是：通讯录中的家人组，即只有所述第一通话方的通讯录中的家人组联系人才能请求获得所述第一通话方的通话记录。可以理解的，由于通话记录较之通讯录更为私隐，因此，通话记录对应的权限要求比通讯录对应的权限要求更为严格。
根据表1可知，在所述第一通话方侧，不同类别的用户信息对应的权限要求可以不一样。例如，聊天软件中产品组的聊天记录对应的权限要求是：通讯录中的产品组，即只有所述第一通话方的通讯录中的产品组联系人才能请求获得所述第一通话方的聊天软件中产品组的聊天记录。又例如，聊天软件中质量组的聊天记录对应的权限要求是：通讯录中的质量组，即只有所述第一通话方的通讯录中的质量组联系人才能请求获得所述第一通话方的聊天软件中质量组的聊天记录。
需要说明的，上述示例仅仅用于解释本发明实施例，不应构成限定。
具体的，在收到所述共享请求之后，所述第一通话方首先可以根据所述第二通话方预先定义的针对所述第一通话方的所需信息选项，确定所述第二通话方需要请求获取的所需信息对应的权限要求。然后，所述第一通话方判断所述第二通话方是否符合该权限要求，如果符合，则确定所述第二通话方通过权限认证。
例如，以表1为例，所述第二通话方预先定义的针对所述第一通话方的所需信息选项为通话记录、短信，即所述第二通话方需要请求获取的所需信息是所述第一通话方的通话记录和短信。根据表1可知，通话记录和短信对应的权限要求是：通讯录中的家人组。针对来自所述第二通话方所述共享请求，所述第一通话方可以判断所述第二通话方是否是第一通话方的通讯录中家人组联系人，如果是家人组联系人，则判定所述第二通话方符合通话记录、短信对应的权限要求，否则，则判定所述第二通话方不符合通话记录、短信对应的权限要求。示例仅仅用于解释本发明实施例，不应构成限定。
具体的，所述第二通话方可以通过数据通道或者语音通道发送所述共享请求。关于数据通道或语音通道的说明可参考前述内容，这里不再赘述。
S207，如果所述第二通话方的权限验证通过，则所述第一通话方可以根据所述所需信息选项获取所需信息。
在一种实现方式中，如果所述所需信息选项对应的信息包括所述第一通话方维护的所需信息，那么所述第一通话方可以直接通过系统接口获取到所述第一通话方维护的所需信息。
在另一种实现方式中，如果所述所需信息选项对应的信息包括第三方维护的所需信息，那么所述第一通话方需要实现所述第三方提供的API，通过调用所述第三方的API来向所述第三方请求获取第三方维护的所需信息。需要说明的，所述第三方不限于第三方应用，还可以是第三方服务，第三方平台等等。
关于上述两种实现方式，具体可参考图1实施例中的步骤S107，这里不再赘述。
需要说明的，在具体实施时，所述目标业务对应的所需信息可同时包括上述两种情形：所述第一通话方维护的所需信息和所述第三方维护的所需信息。
S208-S210，在获取所述所需信息之后，所述第一通话方可以根据用户授权向所述第二通话方发送所述所需信息。这里，所述第一通话方可以将获取到的所述所需信息的全部或部分发送给所述第二通话方。相应的，所述第二通话方可以接收到所述第一通话方发送的所需信息。
具体的，所述第一通话方可显示出所述获取到的所需信息，然后根据用户授权，从所述获取到的所需信息中确定出所述待共享的所需信息。这里，所述用户授权可用于选择出所述待共享的所需信息，授权向所述第二通话方共享所述待共享的所需信息。
具体的，所述用户授权对应的用户操作可以有多种形式，例如选择操作、删除操作等。关于如何显示所述获取到的所需信息以及如何实现所述用户授权，可参考图1实施例中的S108-S109，这里不再赘述。
具体的，所述第一通话方可以通过TCP/IP数据连接、UDP/IP数据连接、SMS或者MMS中的一项或多项向所述第二通话方发送所述待共享的所需信息。实际应用中，所述第一通话方还可以采用其他数据传输方式，例如点到点的传输方式，向所述第二通话方发送所述待共享的所需信息，这里不作限制。
可选的，当所述第一通话方通过TCP/IP、UDP/IP等数据连接向所述第二通话方发送所述所需信息时，图10实施例描述的方法可以实现成客户端程序、服务器端程序。其中，所述客户端程序安装于所述第一通话方侧和所述第二通话方侧，可用于实现上述各个步骤描述的功能。所述客户端程序还可用于将接收到的信息，例如所述所需信息，发送至预设服务器。所述预设服务器配置有所述服务器端程序，可用于缓存所述第一通话方发送的所述所需信息，当第二通话方连接到网络时，向所述第二通话方发送所述所需信息。这里，所述第一通话方或所述第二通话方可以通过Wi-Fi连接或者移动数据连接等方式连接到网络中。
可以理解的，当所述第一通话方通过SMS或者MMS向所述第二通话方发送所述所需信息时，发送至所述第二通话方的所述所需信息可以被缓存至短信服务中心SMSC的服务器上，当所述第二通话方注册在移动运营商网络中时，短信服务中心会将缓存的所述所需信息发送至所述第二通话方。
为了便于实施本发明实施例，下面介绍本发明实施例提供的相关装置。
参考图11，图11是本发明实施例提供的一种服务器的硬件架构示意图。服务器200可以是图3实施例中的所述第二通话方，即所述热线服务商的服务器，例如图1所示的热线电话服务系统100中的管理服务器101。
如图11所示，服务器200可包括：处理器201、存储器203(一个或多个计算机可读存储介质)、通信模块205。这些部件可在一个或多个通信总线204上通信。具体的，服务器200可集成有或者连接到CTI设备、交互式语音应答(IVR)设备、交换机和自动呼叫分配(ACD)设备等。图11实施例中以服务器200连接到CTI设备、IVR设备和ACD设备等为例。其中：
通信模块205可用于接收和发送信号，主要集成了服务器200的接收器和发射器。具体实现中，通信模块205可包括以太网通信模块、PSTN通信模块、短信通讯模块。其中， 所述以太网通信模块可用于通过互联网和其他通信设备通信。所述PSTN通信模块可用于连接固定电话网络，通过固定电话网络和其他通信设备通信。所述短信通讯模块可用于连接短信服务中心(Short Message Service Center)，向其他设备发送短信或接收其他设备发送的短信。在一些实施例中，可在单独的芯片上实现通信模块205。
处理器201可集成包括：一个或多个CPU、时钟模块以及电源管理模块。所述时钟模块主要用于为处理器201产生数据传输和时序控制所需要的时钟。所述电源管理模块主要用于为处理器201、通信模块205等提供稳定的、高精确度的电压。
存储器203与处理器201耦合，用于存储各种软件程序和/或多组指令。具体实现中，存储器203可包括高速随机存取的存储器，并且也可包括非易失性存储器，例如一个或多个磁盘存储设备、闪存设备或其他非易失性固态存储设备。存储器203可以存储操作系统，例如ANDROID，IOS，WINDOWS，或者LINUX等嵌入式操作系统。存储器203还可以存储通信程序，该通信程序可用于与一个或多个通信设备，例如终端设备，进行通信。
在热线电话服务系统中，服务器200可负责实现系统运行状态管理、权限管理、坐席管理、数据管理及统计、系统安全维护等功能。具体实现中，服务器200可支持运行业务管理系统、客户管理系统和坐席管理系统等。其中，业务管理系统负责各种业务管理，包括：业务的定义与新建、新业务的添加、业务使用情况的统计等。客户管理系统负责收集和维护客户的相关数据，包括在坐席终端上显示客户信息等。坐席管理系统负责对坐席人员进行管理，包括坐席登记、坐席权限管理等。
需要说明的，图11仅仅是本发明实施例的一种实现方式，实际应用中，服务器200还可以包括更多或更少的部件，这里不作限制。
参考图12，图12是本发明实施例提供的一种终端的硬件架构示意图。终端300可以作为图3实施例中的所述第一通话方，即用户终端。终端300也可以作为图10实施例中的所述第一通话方，还可以作为图10实施例中的所述第二通话方。
如图12所示，终端300可包括：处理器301、存储器302(一个或多个计算机可读存储介质)、通信模块303、输入输出系统304。这些部件可在一个或多个通信总线104上通信。
通信模块303用于接收和发送信号，主要集成了终端300的接收器和发射器。具体实现中，通信模块303可包括但不限于：Wi-Fi模块3031、电信通信模块3033和有线电话通信模块3035。其中，Wi-Fi模块3031可用于访问互联网。电信通信模块3033可以是GSM(2G)模块、WCDMA(3G)模块或者LTE(4G)模块，可用于通过电信运营商网络和其他设备建立通话连接，也可以用于通过电信运营商网络访问互联网。有线电话通信模块3035实现了有线电话通信协议，可用于通过固定电话网络和其他设备建立通话连接。需要说明的，不限于图12所示，通信模块303还可以包括蓝牙模块等。在一些实施例中，可在单独的芯片上实现通信模块303。
输入输出系统304主要用于实现终端300和用户/外部环境之间的交互功能，主要包括终端300的输入输出装置。具体实现中，输入输出系统304可包括触摸屏控制器3041、摄像头控制器3043、音频控制器3043以及传感器控制器3047。其中，各个控制器可与各自对应的外围设备(触摸屏3051、摄像头3053、音频电路3055以及运动传感器3057耦合。具 体实现中，运动传感器3057可包括加速度计、陀螺仪和磁力计等，用于监测用户的运动状态，采集用户的运动数据，例如运动步数、运动步频等。需要说明的，输入输出系统304还可以包括其他I/O外设。
处理器301可集成包括：一个或多个CPU、时钟模块以及电源管理模块。所述时钟模块主要用于为处理器301产生数据传输和时序控制所需要的时钟。所述电源管理模块主要用于为处理器301、通信模块303以及输入输出系统304等提供稳定的、高精确度的电压。
存储器302与处理器301耦合，用于存储各种软件程序和/或多组指令。具体实现中，存储器302可包括高速随机存取的存储器，并且也可包括非易失性存储器，例如一个或多个磁盘存储设备、闪存设备或其他非易失性固态存储设备。存储器302可以存储操作系统，例如ANDROID，IOS，WINDOWS，或者LINUX等嵌入式操作系统。存储器302还可以存储网络通信程序，该网络通信程序可用于与一个或多个通信设备，例如图11所示的服务器200或其他终端设备，进行通信。存储器302还可以存储用户接口程序，该用户接口程序可以通过图形化的操作界面，例如图6A-6C或图8A-8C中的用户界面，将应用程序的内容形象逼真的显示出来，并通过菜单、对话框以及按键等输入控件接收用户对应用程序的控制操作。
本发明实施例中，存储器302可用于存储图3实施例中所述第一通话方的相关功能的实现程序，处理器301可用于调用存储器302中存储的程序代码，执行图3实施例中所述第一通话方的相关功能。此时，终端300实现为图3实施例中所述第一通话方。
本发明实施例中，存储器302也可以用于存储图10实施例中所述第一通话方的相关功能的实现程序，处理器301可用于调用存储器302中存储的程序代码，执行图10实施例中所述第一通话方的相关功能。此时，终端300实现为图10实施例中所述第一通话方。
本发明实施例中，存储器302还可以用于存储图10实施例中所述第二通话方的相关功能的实现程序，处理器301可用于调用存储器302中存储的程序代码，执行图10实施例中所述第二通话方的相关功能。此时，终端300实现为图10实施例中所述第二通话方。
需要说明的，图12仅仅是本发明实施例的一种实现方式，实际应用中，终端300还可以包括更多或更少的部件，这里不作限制。
基于图11实施例描述的服务器200和图12实施例描述的终端300，下面详细说明热线电话场景(可如图1所示)中所述第一通话方中的各个部件和所述第二通话方中的各个部件的协作关系，请参考图13。服务器200预先定义了各个业务各自对应的所需信息选项，终端300可定期下载所述各个业务对应的所需信息选项，具体可参考图3实施例。下面展开描述图13实施例。
1-2.终端300的触摸屏检测到用户拨打热线号码的操作，产生拨号事件，并向终端300的处理器传输该拨号事件。具体的，该拨号事件可携带用户输入的热线号码，用于指示呼叫对象。
3.终端300的处理器处理触摸屏上报的拨号事件，指令通信模块呼叫所述热线号码表征的热线电话服务商。终端300的通信模块响应处理器下发的指令，呼叫服务器200。服务器200即所述热线号码表征的热线电话服务商的服务器，可用于处理呼入电话。
4-5.服务器200的通信模块检测到呼入电话，产生呼入事件，并向服务器200的处理器上报该呼入事件。
6.服务器200的处理器处理通信模块上报的呼入事件，指令通信模块向终端300发送语音提示。这里，该语音提示用于提示用户从热线服务商提供的多种业务中选择目标业务。具体的，处理器可以指令IVR系统通过通信模块向终端300发送该语音提示。关于所述语音提示的示例请参考图3实施例，这里不再赘述。
7.服务器200的通信模块响应处理器下发的指令，向终端300发送所述语音提示，以提示终端300的用户选择所述目标业务。
8-10.终端300的通信模块检测到服务器200发送的所述语音提示，并将所述语音提示传输给终端300的处理器。处理器向终端300的音频电路下发音频播放指令，指令音频模块播放所述语音提示。终端300的音频电路播放所述语音提示，以提示用户选择所述目标业务。
11.终端300的用户根据音频电路播放的所述语音提示，在显示于触摸屏上的虚拟拨号盘上按下了所述目标业务对应的拨号键。
12-14.终端300的触摸屏检测到拨号盘上的按键事件，将所述目标业务对应的拨号键信息传输给终端300的处理器。处理器处理该按键事件，指令通信模块在语音通道中向服务器200发送所述目标业务对应的按键的DTMF信号。终端300的通信模块响应处理器下发的指令，在语音通道中向服务器200发送所述DTMF信号。
15-16.服务器200的通信模块在语音通道中检测到来自终端300的DTMF信号，并传输该DTMF信号给处理器。处理器根据该DTMF信号分析出该DTMF表征的按键，然后根据该按键确定出所述第一通话方选择的所述目标业务。
17-18.在确定出终端300用户选择的目标业务之后，服务器200的处理器指令通信模块发送向终端300发送共享请求，所述共享请求用于请求获取所述目标业务对应的所需信息。服务器200的通信模块响应处理器下发的指令，向终端300发送所述共享请求。
19-20.终端300的通信模块检测到来自服务器200的所述共享请求，并将所述共享请求传输给终端300的处理器。处理器响应所述共享请求，确定预先定义的所述目标业务对应的所需信息选项，然后根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。具体请参考图3实施例，这里不再赘述。
21-22.在获取到所述目标业务对应的所需信息之后，终端300的处理器可以指令触摸屏显示所述目标业务对应的所需信息。终端300的触摸屏响应处理器下发的指令，显示所述目标业务对应的所需信息。关于显示所述目标业务对应的所需信息的具体实现，可参考图3实施例，这里不赘述。
23.终端300的用户从触摸屏上显示的所需信息中选择出待共享的所需信息。所述授权操作可以是多种不同的用户操作，具体可参考图3实施例，这里不赘述。
24-27.终端300的触摸屏检测到用户输入的所述授权操作，向处理器上报用户授权事件。终端300的处理器处理该用户授权事件，根据所述授权操作从显示于触摸屏上的所需信息中确定出待共享的所需信息，并指令通信模块向服务器200发送所述待共享的所需信息。终端300的通信模块响应处理器下发的指令，向服务器200发送所述待共享的所需信 息。
28-29.服务器200的通信模块检测到终端300发送的所述待共享的所需信息，并将所述待共享的所需信息传输给服务器200的处理器。服务器200的处理器可以将待共享的所需信息发送至坐席，便于坐席根据待共享的为终端300的用户提供进一步的专业服务。
需要说明的，图13仅仅从设备内部示例性的说明了本申请的一个实施例，关于本申请的其他实施例可适应性调整流程，这里不赘述。
基于图12实施例描述的终端300，下面详细说明非热线电话场景(可如图9所示)中所述第一通话方中的各个部件和所述第二通话方中的各个部件的协作关系，请参考图14。其中，终端A是所述第一通话方(包括触摸屏A、处理器A和通信模块A)，终端B是所述第二通话方(包括触摸屏B、处理器B和通信模块B)。终端A和终端B均可以实施成图12所示的终端300。所述第二通话方预先定义了针对不同联系人的所需信息选项，并向所述第一通话方发送了针对所述第一通话方的所需信息选项，具体可参考图10实施例。下面展开描述图14实施例。
1-2.终端A的触摸屏检测到用户拨打所述第一通话方的电话号码的操作，产生拨号事件，并向终端A的处理器传输该拨号事件。具体的，该拨号事件可携带用户输入的所述第一通话方的电话号码，用于指示呼叫对象。
3.终端A的处理器处理触摸屏上报的拨号事件，指令终端A的通信模块呼叫终端B。终端A的通信模块响应该指令，呼叫终端B。终端B即所述第一通话方，可用于处理呼入电话。
4-7.终端B的通信模块检测到呼入电话，产生呼入事件，并向终端B的处理器上报该呼入事件。终端B的处理器处理通信模块上报的呼入事件，指令触摸屏进行来电显示。终端B的触摸屏响应该指令，显示来电界面。具体的，来电界面中可展示有来电号码，即所述第二通话方的电话号码。
8-10.用户接听来电。终端B检测到用户输入的电话接听操作，产生用户接听事件，并将该接听事件上报给处理器。终端B的处理器处理该接听事件，指令通信模块向终端A返回接通应答。终端B的通信模块响应该指令，向终端A返回接通应答。
11-14.终端A的通信模块检测到终端B返回的所述接通应答，并向处理器上报所述接通应答。终端A的处理器响应通信模块上报的所述接通应答，指令通信模块向终端B发送共享请求，用以请求获得所述第二通话方需要从所述第一通话方获取的所需信息。终端A的通信模块响应处理器下发的指令，向终端B发送所述共享请求。
15-16.终端B的通信模块检测到终端A发送的所述共享请求，并将所述共享请求上报至处理器，终端B的处理器响应所述共享请求，对是第二通话方进行权限验证，如果权限验证通过，则向终端A发送终端A需要获取的所需信息。具体的，所述共享请求可包括所述第二通话方的身份标识信息，例如所述第二通话方的电话号码。
17.如果针对所述第二通话方的权限验证通过，终端B的处理器可以根据所述第二通话方预先定义的针对所述第一通话方的所需信息选项获取所述第二通话方需要获取的所需信息。关于如何获取所述所需信息，请参考图10实施例，这里不赘述。
18-19.在获取到所述第二通话方需要的所需信息之后，终端B的处理器可指令触摸屏显示所述获取到的所需信息。终端B的触摸屏响应处理器下发的指令，显示所述获取到的所需信息。关于显示所述获取到的所需信息的具体实现，可参考图10实施例，这里不赘述。
20.终端300的用户从触摸屏上显示的所需信息中选择出待共享的所需信息。所述授权操作可以是多种不同的用户操作，具体可参考图10实施例，这里不赘述。
21-23.终端B的触摸屏检测到用户输入的所述授权操作，向处理器上报用户授权事件。终端B的处理器处理该用户授权事件，根据所述授权操作从显示于触摸屏上的所需信息中确定出待共享的所需信息，并指令通信模块向终端A发送所述待共享的所需信息。终端B的通信模块响应处理器下发的指令，向终端A发送所述待共享的所需信息。关于如何根据所述授权操作确定所述待共享的所需信息，请参考图10实施例，这里不赘述。
24-35服务器200的通信模块检测到终端300发送的所述待共享的所需信息，并将所述待共享的所需信息传输给服务器200的处理器。服务器200的处理器可以将待共享的所需信息发送至坐席，便于坐席根据待共享的为终端300的用户提供进一步的专业服务。
需要说明的，图14仅仅从设备内部示例性的说明了本申请的一个实施例，关于本申请的其他实施例可适应性调整流程，这里不赘述。
参考图15，图15是本发明实施例提供的一种终端的结构示意图。终端400可是图3实施例(热线电话场景)中的所述第一通话方，也可以是图10实施例(非热线电话场景)中的所述第一通话方。如图15所示，终端400可包括：通话单元401、接收单元403、获取单元405和发送单元407。其中：
通话单元401，可用于和第二通话方建立通话连接；
接收单元403，可用于接收所述第二通话方发送的共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；
获取单元405，可用于获取所根据所述所需信息选项对应的信息；
发送单元407，可用于向所述第二通话方发送所述获取到的所需信息。
参考前述方法实施例可知，所述第二通话方可用于定义所述所需信息选项。所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息。
具体的，当终端400实施成图3实施例中的所述第一通话方时，终端400包括的各个功能单元的具体实现可如下：
接收单元403，可用于接收所述第二通话方发送的共享请求，所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息。参考图3实施例可知，所述第二通话方可用于预先定义各个业务对应的所需信息选项。
获取单元405，可用于根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
发送单元407，可用于向所述第二通话方发送所述目标业务对应的所需信息。
需要说明的，当终端400实施成图3实施例中的所述第一通话方时，终端400包括的各个功能单元的具体实现可参考图3实施例，为了说明书的简洁，这里不赘述。
具体的，当终端400实施成图10实施例中的所述第一通话方时，终端400包括的各个 功能单元的具体实现可如下：
接收单元403，可用于接收所述第二通话方发送的共享请求，所述共享请求用于请求获取预定义的针对所述第一通话方的所需信息选项对应的信息，即所述第二通话方需要从所述第一通话方获取的所需信息。参考图10实施例可知，所述第二通话方用于预先定义针对不同联系人的所需信息选项。
获取单元405，可用于根据预定义的针对所述第一通话方的所需信息选项，获取所述第二通话方需要从所述第一通话方获取的所需信息。参考图10实施例可知，所述第二通话方可用于预先定义针对不同联系人的所需信息选项。
发送单元407，可用于向所述第二通话方发送所述获取到的所需信息。
需要说明的，当终端400实施成图10实施例中的所述第一通话方时，终端400包括的各个功能单元的具体实现可参考图10实施例，为了说明书的简洁，这里不赘述。
参考图16，图16是本发明实施例提供的另一种终端的结构示意图。终端500可是图3实施例(热线电话场景)中的所述第二通话方，也可以是图10实施例(非热线电话场景)中的所述第二通话方。如图16所示，终端500可包括：通话单元501、发送单元503和接收单元505，其中：
通话单元501，可用于和所述第一通话方建立通话连接；
发送单元503，可用于向所述第一通话方发送共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；
接收单元505，可用于接收所述第一通话方发送的所述所需信息选项对应的信息。
参考前述方法实施例可知，终端500可用于定义所述所需信息选项，所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息。
具体的，当终端500实施成图3实施例中的所述第二通话方时，终端500包括的各个功能单元的具体实现可如下：
发送单元503，可用于向所述第一通话方发送共享请求，所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息。
接收单元505，可用于接收所述第一通话方发送的所述目标业务对应的所需信息。所述目标业务对应的所需信息是由所述第一通话方根据所述目标业务对应的所需信息选项获取的。
参考图3实施例可知，当终端500实施成图3实施例中的所述第二通话方时，终端500可用于预先定义各个业务对应的所需信息选项。
需要说明的，当终端500实施成图3实施例中的所述第二通话方时，终端500包括的各个功能单元的具体实现可参考图3实施例，为了说明书的简洁，这里不赘述。
具体的，当终端500实施成图10实施例中的所述第二通话方时，终端500包括的各个功能单元的具体实现可如下：
发送单元503，可用于向所述第一通话方发送共享请求，所述共享请求用于请求获取预定义的针对所述第一通话方的所需信息选项对应的信息，即所述第二通话方需要从所述第一通话方获取的所需信息。
接收单元505，可用于接收所述第一通话方发送的所述所需信息，即针对所述第一通话方的所需信息选项对应的信息。
参考图3实施例可知，当终端500实施成图10实施例中的所述第二通话方时，终端500可用于预先定义针对不同联系人的所需信息选项。
需要说明的，当终端500实施成图10实施例中的所述第二通话方时，终端500包括的各个功能单元的具体实现可参考图10实施例，为了说明书的简洁，这里不赘述。
另外，本发明实施例还提供了一种通信系统，所述通信系统包括第一通话方和第二通话方。
具体的，所述通信系统可是图1所示的热线电话场下的通信系统。这时，所述第一通话方可以是图11所示的服务器200，所述第二通话方可以是图12所示的终端300，其中终端300的存储器可用于存储图3实施例中所述第二通话方的实现程序。所述第一通话方、所述第二通话方也可以分别是图3实施例中描述的所述第一通话方和所述第二通话方。可选的，所述第一通话方还可以是图15实施例所示的终端400，所述第二通话方还可以是图16实施例所示的终端500。
具体的，所述通信系统可是图9所示的非热线电话场下的通信系统。这时，所述第一通话方可以是图12所示的终端300，其中终端300的存储器可用于存储图10实施例中所述第一通话方的实现程序。所述第二通话方可以是图12所示的终端300，其中终端300的存储器可用于存储图10实施例中所述第二通话方的实现程序。所述第一通话方、所述第二通话方也可以分别是图10实施例中描述的所述第一通话方和所述第二通话方。可选的，所述第一通话方还可以是图15实施例所示的终端400，所述第二通话方还可以是图16实施例所示的终端500。
综上所述，实施本发明实施例，通话一方预先定义需要从通话另一方获取哪些信息。也即是说，所述通话一方预先定义了所需信息选项。在通话中，所述通话一方可以请求所述通话另一方共享所述所需信息。所述通话另一方可以响应该请求，根据所述通话一方预先定义的所述所需信息选项获取所述所需信息，并将获取到的所述所需信息共享给所述通话一方。这样可提高通话中共享信息的效率。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程，该流程可以由计算机程序来指令相关的硬件完成，该程序可存储于计算机可读取存储介质中，该程序在执行时，可包括如上述各方法实施例的流程。而前述的存储介质包括：ROM或随机存储记忆体RAM、磁碟或者光盘等各种可存储程序代码的介质。

Claims (36)

  1. 一种通话中共享信息的方法，其特征在于，包括：
    第一通话方和第二通话方建立通话连接；
    所述第一通话方接收所述第二通话方发送的共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；所述第二通话方定义了所述所需信息选项；所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息；
    所述第一通话方获取所述所需信息选项对应的信息；
    所述第一通话方向所述第二通话方发送所述所需信息选项对应的信息。
  2. 如权利要求1所述的方法，其特征在于，所述第二通话方定义了多个针对不同联系人的所需信息选项；
    所述共享请求具体用于请求获取预定义的针对所述第一通话方的所需信息选项对应的信息；
    所述第一通话方获取所述所需信息选项对应的信息，包括：所述第一通话方根据预定义的针对所述第一通话方的所需信息选项，获取所述第二通话方需要从所述第一通话方获取的信息。
  3. 如权利要求2所述的方法，其特征在于，所述多个针对不同联系人的所需信息选项包括针对多个不同联系人组的所需信息选项。
  4. 如权利要求2或3所述的方法，其特征在于，还包括：所述第一通话方接收所述第二通话方发送的预先定义的所述所需信息选项，并缓存所述所需信息选项。
  5. 如权利要求1所述的方法，其特征在于，所述第二通话方预先定义了各个业务对应的所需信息选项；
    所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息；所述目标业务是所述第一通话方从所述各个业务中选择的；
    所述第一通话方根据所述所需信息选项获取所述第二通话方需要从所述第一通话方获取的信息，包括：所述第一通话方根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
  6. 如权利要求5所述的方法，其特征在于，还包括：所述第一通话方下载所述第二通话方预先定义的所述所需信息选项，并缓存所述所需信息选项。
  7. 如权利要求5或6所述的方法，其特征在于，还包括：所述第一通话方接收所述第二通话方发送的业务选择提示，根据所述业务选择提示选择所述目标业务，并向所述第二通话方发送所述目标业务的标识信息。
  8. 如权利要求7所述的方法，其特征在于，所述第一通话方接收所述第二通话方发送的业务选择提示，根据所述业务选择提示选择所述目标业务，并向所述第二通话方发送所述目标业务的标识信息，包括：
    所述业务选择提示是语音提示；所述第一通话方通过语音通道接收所述第二通话方发送的所述语音提示，根据所述语音提示选择表征所述目标业务的按键，并通过所述语音通道向所述第二通话方返回用于表征所述目标业务的按键的DTMF信号；
    或者，
    所述业务选择提示是业务选择页面；所述第一通话方通过数据通道接收所述第二通话方发送的所述业务选择页面，根据所述业务选择页面选择所述目标业务对应的业务选项，并通过所述数据通道向所述第二通话方返回所述目标业务对应的业务选项。
  9. 如权利要求1-8中任一项所述的方法，其特征在于，还包括：所述第一通话方显示所述所需信息选项对应的信息；所述第一通话方接收用户授权，并根据所述用户授权从所述所需信息选项对应的信息中确定出待共享的信息；
    所述第一通话方向所述第二通话方发送所述所需信息选项对应的信息，包括：所述第一通话方向所述第二通话方发送所述待共享的信息。
  10. 如权利要求1-9中任一项所述的方法，其特征在于，所述第一通话方获取所述所需信息选项对应的信息，包括如下至少一种情况：
    如果所述所需信息选项对应的信息包括所述第一通话方维护的用户信息，则调用预设的系统接口获取所述第一通话方维护的用户信息；
    如果所述所需信息选项对应的信息包括第三方维护的用户信息，则调用第三方提供的接口获取所述第三方维护的用户信息。
  11. 如权利要求1-10中任一项所述的方法，其特征在于，所述第一通话方向所述第二通话方发送所述所需信息选项对应的信息，包括：所述第一通话方通过TCP/IP数据连接、UDP连接、SMS或者MMS中的一项或多项向所述第二通话方发送所述所需信息选项对应的信息。
  12. 一种通话中共享信息的方法，其特征在于，包括：
    第二通话方和第一通话方建立通话连接；
    所述第二通话方向所述第一通话方发送共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；所述第二通话方定义了所述所需信息选项；所述所需信息选项用于表征所述第二通话方需要从所述第一通话方获取的信息；
    所述第二通话方接收所述第一通话方发送的信息，所述信息是由所述第一通话方根据所述预定义的所需信息选项获取到的。
  13. 如权利要求12所述的方法，其特征在于，所述第二通话方用于预先定义多个针对 不同联系人的信息选项；
    所述共享请求用于请求获取预定义的针对所述第一通话方的信息选项对应的信息；
    所述第一通话方用于根据预定义的针对所述第一通话方的信息选项，获取所述第二通话方需要从所述第一通话方获取的信息。
  14. 如权利要求13所述的方法，其特征在于，所述多个针对不同联系人的所需信息选项包括针对多个不同联系人组的所需信息选项。
  15. 如权利要求12所述的方法，其特征在于，所述第二通话方用于预先定义各个业务对应的所需信息选项；
    所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息；所述目标业务是所述第一通话方从所述各个业务中选择的；
    所述第一通话方用于根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
  16. 如权利要求15所述的方法，其特征在于，还包括：所述第二通话方向所述第一通话方发送业务选择提示，并接收所述第一通话方发送的所述目标业务的标识信息；所述业务选择提示用于提示所述第一通话方选择所述目标业务。
  17. 如权利要求16所述的方法，其特征在于，所述第二通话方向所述第一通话方发送业务选择提示，并接收所述第一通话方发送的所述目标业务的标识信息，包括：
    所述业务选择提示是语音提示；所述第二通话方通过语音通道向所述第一通话方发送所述语音提示，并通过所述语音通道接收所述第一通话方发送的用于表征所述目标业务的按键的DTMF信号；
    或者，
    所述业务选择提示是业务选择页面；所述第二通话方通过数据通道向所述第一通话方发送所述业务选择页面，并通过所述数据通道接收所述第一通话方发送的所述目标业务对应的业务选项。
  18. 如权利要求12-17中任一项所述的方法，其特征在于，所述第二通话方接收所述第一通话方发送的信息，包括：所述第二通话方通过TCP/IP数据连接、UDP连接、SMS或者MMS中的一项或多项接收所述第一通话方发送的所述信息。
  19. 一种终端，其特征在于，包括：通信模块、处理器，其中：
    所述通信模块用于和第二通话方建立通话连接；
    所述通信模块还用于接收所述第二通话方发送的共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；所述第二通话方定义了所述所需信息选项；所述所需信息选项用于表征所述第二通话方需要从所述终端获取的信息；
    所述处理器用于获取所述所需信息选项对应的信息；
    所述通信模块还用于向所述第二通话方发送所述所需信息选项对应的信息。
  20. 如权利要求19所述的终端，其特征在于，所述第二通话方定义了多个针对不同联系人的所需信息选项；所述共享请求具体用于请求获取预定义的针对所述第一通话方的所需信息选项对应的信息；
    所述处理器具体用于根据预定义的针对所述第一通话方的所需信息选项，获取所述第二通话方需要从所述第一通话方获取的信息。
  21. 如权利要求20所述的终端，其特征在于，所述多个针对不同联系人的所需信息选项包括针对多个不同联系人组的所需信息选项。
  22. 如权利要求20或21所述的终端，其特征在于，所述通信模块还用于接收所述第二通话方发送的预先定义的所述所需信息选项，并缓存所述所需信息选项。
  23. 如权利要求19所述的终端，其特征在于，所述第二通话方预先定义了各个业务对应的所需信息选项；所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息；所述目标业务是所述第一通话方从所述各个业务中选择的；
    所述处理器具体用于根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
  24. 如权利要求23所述的终端，其特征在于，所述通信模块还用于下载所述第二通话方预先定义的所述所需信息选项，并缓存所述所需信息选项。
  25. 如权利要求23或24所述的终端，其特征在于，所述通信模块还用于接收所述第二通话方发送的业务选择提示，所述业务选择提示用于提示用户选择所述目标业务；所述通信模块还用于向所述第二通话方发送所述目标业务的标识信息。
  26. 如权利要求25所述的终端，其特征在于，如果所述业务选择提示是语音提示，则所述通信模块具体用于通过语音通道接收所述第二通话方发送的所述语音提示，根据所述语音提示选择表征所述目标业务的按键，并通过所述语音通道向所述第二通话方返回用于表征所述目标业务的按键的DTMF信号；或者，
    如果所述业务选择提示是业务选择页面，则所述通信模块具体用于通过数据通道接收所述第二通话方发送的所述业务选择页面，根据所述业务选择页面选择所述目标业务对应的业务选项，并通过所述数据通道向所述第二通话方返回所述目标业务对应的业务选项。
  27. 如权利要求19-26中任一项所述的终端，其特征在于，还包括：触摸屏，其中：
    所述触摸屏用于显示所述所需信息选项对应的信息；
    所述触摸屏还用于接收用户授权；
    所述处理器用于根据所述用户授权从所述所需信息选项对应的信息中确定出待共享的信息；
    所述通信模块具体用于向所述第二通话方发送所述待共享的信息。
  28. 如权利要求19-27中任一项所述的终端，其特征在于，所述处理器具体用于：如果所述所需信息选项对应的信息包括所述第一通话方维护的用户信息，则调用预设的系统接口获取所述第一通话方维护的用户信息；如果所述所需信息选项对应的信息包括第三方维护的用户信息，则调用第三方提供的接口获取所述第三方维护的用户信息。
  29. 如权利要求19-28中任一项所述的终端，其特征在于，所述通信模块具体用于通过TCP/IP数据连接、UDP连接、SMS或者MMS中的一项或多项向所述第二通话方发送所述所需信息选项对应的信息。
  30. 一种终端，其特征在于，包括：通信模块和处理器，其中：
    所述处理器用于定义所需信息选项；所述所需信息选项用于表征所述终端需要从第一通话方获取的信息；
    所述通信模块用于和所述第一通话方建立通话连接；
    所述通信模块还用于向所述第一通话方发送共享请求，所述共享请求用于请求获取预定义的所需信息选项对应的信息；
    所述通信模块还用于接收所述第一通话方发送的信息，所述信息是由所述第一通话方根据所述预定义的所需信息选项获取到的。
  31. 如权利要求30所述的终端，其特征在于，所述处理器具体用于预先定义多个针对不同联系人的信息选项；所述共享请求用于请求获取预定义的针对所述第一通话方的信息选项对应的信息；
    所述第一通话方用于根据预定义的针对所述第一通话方的信息选项，获取所述第二通话方需要从所述第一通话方获取的信息。
  32. 如权利要求31所述的终端，其特征在于，所述多个针对不同联系人的所需信息选项包括针对多个不同联系人组的所需信息选项。
  33. 如权利要求30所述的终端，其特征在于，所述处理器具体用于预先定义各个业务对应的所需信息选项；所述共享请求用于请求获取所述第一通话方选择的目标业务对应的所需信息；所述目标业务是所述第一通话方从所述各个业务中选择的；
    所述第一通话方用于根据所述目标业务对应的所需信息选项获取所述目标业务对应的所需信息。
  34. 如权利要求33所述的终端，其特征在于，所述通信模块用于向所述第一通话方发送业务选择提示，并接收所述第一通话方发送的所述目标业务的标识信息；所述业务选择提示用于提示所述第一通话方选择所述目标业务。
  35. 如权利要求34所述的终端，其特征在于，如果所述业务选择提示是语音提示，则所述通信模块具体用于通过语音通道向所述第一通话方发送所述语音提示，并通过所述语音通道接收所述第一通话方发送的用于表征所述目标业务的按键的DTMF信号；或者，
    如果所述业务选择提示是业务选择页面，则所述通信模块具体用于通过数据通道向所述第一通话方发送所述业务选择页面，并通过所述数据通道接收所述第一通话方发送的所述目标业务对应的业务选项。
  36. 如权利要求30-35中任一项所述的终端，其特征在于，所述通信模块具体用于通过TCP/IP数据连接、UDP连接、SMS或者MMS中的一项或多项接收所述第一通话方发送的所述信息。
PCT/CN2017/075607 2017-03-03 2017-03-03 一种通话中共享信息的方法及终端 WO2018157389A1 (zh)

Priority Applications (2)

Application Number Priority Date Filing Date Title
CN201780087933.0A CN110383861B (zh) 2017-03-03 2017-03-03 一种通话中共享信息的方法及终端
PCT/CN2017/075607 WO2018157389A1 (zh) 2017-03-03 2017-03-03 一种通话中共享信息的方法及终端

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
PCT/CN2017/075607 WO2018157389A1 (zh) 2017-03-03 2017-03-03 一种通话中共享信息的方法及终端

Publications (1)

Publication Number Publication Date
WO2018157389A1 true WO2018157389A1 (zh) 2018-09-07

Family

ID=63369594

Family Applications (1)

Application Number Title Priority Date Filing Date
PCT/CN2017/075607 WO2018157389A1 (zh) 2017-03-03 2017-03-03 一种通话中共享信息的方法及终端

Country Status (2)

Country Link
CN (1) CN110383861B (zh)
WO (1) WO2018157389A1 (zh)

Families Citing this family (1)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN115696309A (zh) * 2021-07-31 2023-02-03 华为技术有限公司 一种通信方法及装置

Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20070160085A1 (en) * 2006-01-11 2007-07-12 Infineon Technologies Ag Method and system for transmitting supplementary data, and communication terminal
CN101651760A (zh) * 2008-08-14 2010-02-17 索尼爱立信移动通讯有限公司 通话过程中的信息共享
CN102014335A (zh) * 2010-10-14 2011-04-13 宇龙计算机通信科技(深圳)有限公司 一种通话过程中的资源共享方法、系统及移动终端
US20140313280A1 (en) * 2011-11-29 2014-10-23 Sanyo Electric Co., Ltd. Video-phone device
CN104301527A (zh) * 2014-09-26 2015-01-21 小米科技有限责任公司 信息获取方法、装置和系统

Family Cites Families (3)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN104580272B (zh) * 2013-10-10 2018-05-15 中国移动通信集团公司 一种共享用户终端数据的方法及装置
US10057305B2 (en) * 2014-09-10 2018-08-21 Microsoft Technology Licensing, Llc Real-time sharing during a phone call
US9264461B1 (en) * 2015-01-16 2016-02-16 Stephen James Van de Wetering Methods and systems for a personal data sharing app

Patent Citations (5)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
US20070160085A1 (en) * 2006-01-11 2007-07-12 Infineon Technologies Ag Method and system for transmitting supplementary data, and communication terminal
CN101651760A (zh) * 2008-08-14 2010-02-17 索尼爱立信移动通讯有限公司 通话过程中的信息共享
CN102014335A (zh) * 2010-10-14 2011-04-13 宇龙计算机通信科技(深圳)有限公司 一种通话过程中的资源共享方法、系统及移动终端
US20140313280A1 (en) * 2011-11-29 2014-10-23 Sanyo Electric Co., Ltd. Video-phone device
CN104301527A (zh) * 2014-09-26 2015-01-21 小米科技有限责任公司 信息获取方法、装置和系统

Also Published As

Publication number Publication date
CN110383861A (zh) 2019-10-25
CN110383861B (zh) 2021-05-18

Similar Documents

Publication Publication Date Title
US11627225B2 (en) System and method for programmatic device connectivity
US9883047B2 (en) Multiple service group interactions and authorizations
US9294985B2 (en) Bridge line appearance for location-aware mobile devices
US9602656B2 (en) Method, apparatus and system for providing caller identification
US20100098231A1 (en) Systems and Methods for Providing a Personalized Communication Processing Service
US9473642B2 (en) Methods and systems for providing location sensitive conference calling
US11563711B2 (en) Multi-channel engagement platform converter
US11516348B2 (en) Voice enabled IoT using second line service
US20210392551A1 (en) Cellular wifi - cellular data handoffs
US20230188503A1 (en) Data analytics collection using vpn gateway
WO2018157389A1 (zh) 一种通话中共享信息的方法及终端
US20200304627A1 (en) Incoming Voice Calling Method and Terminal
US20230071546A1 (en) System and method for voice call connection from an ott network
JP6970380B2 (ja) 電話制御装置及び電話制御方法
US8611510B2 (en) System and method for guest voicemail box
KR20020058037A (ko) 그룹 오디오 메시지 보드
JP6749645B2 (ja) 通話システム、通話方法およびプログラム

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: 17898403

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: 17898403

Country of ref document: EP

Kind code of ref document: A1