WO2020181811A1 - 通信方法、装置、计算机设备和存储介质 - Google Patents

通信方法、装置、计算机设备和存储介质 Download PDF

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Publication number
WO2020181811A1
WO2020181811A1 PCT/CN2019/117707 CN2019117707W WO2020181811A1 WO 2020181811 A1 WO2020181811 A1 WO 2020181811A1 CN 2019117707 W CN2019117707 W CN 2019117707W WO 2020181811 A1 WO2020181811 A1 WO 2020181811A1
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business
related business
current
consulted
call
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PCT/CN2019/117707
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English (en)
French (fr)
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郭伟新
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平安科技（深圳）有限公司
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Publication of WO2020181811A1 publication Critical patent/WO2020181811A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H04L65/1101—Session protocols
    • H04L65/1104—Session initiation protocol [SIP]

Definitions

  • This application relates to the field of communications, in particular to communication methods, devices, computer equipment and storage media.
  • the software client can only interact with the software client through the Internet network, and the telephone terminals such as fixed telephone numbers and mobile phone numbers can only interact with the telephone terminal, and the software client can interact with the phone terminal through the Internet network. Unable to interact with telephone terminals such as fixed telephone numbers and mobile phone numbers, and communication is inconvenient.
  • an embodiment of the present application provides a communication method, which includes: receiving a call request from a requesting client through the Internet network; analyzing the call request; when it is resolved that the call request requires a call with a fixed phone
  • the request client is connected to the fixed telephone; when it is parsed that the call request needs to communicate with
  • the mobile terminal makes a call, it obtains the target mobile phone number from the call request, and calls the mobile terminal corresponding to the target mobile phone number through the PSTN (Public Switched Telephone Network) network.
  • PSTN Public Switched Telephone Network
  • an embodiment of the present application provides a communication device, including: a receiving module, configured to receive a call request sent by a requesting client through an Internet network; a parsing module, configured to analyze the call request; fixed-line
  • the connection module is used to call the fixed phone through the SIP protocol when it is resolved that the call request needs to talk to the fixed phone, and when the fixed phone is answered, establish a communication connection between the request client and the fixed phone
  • the mobile terminal connection module is used to obtain the target mobile phone number from the call request when the call request needs to be communicated with the mobile terminal, and call the mobile terminal corresponding to the target mobile phone number through the PSTN network, when the call request After the mobile terminal corresponding to the target mobile phone number answers the call, the requesting client terminal establishes a communication connection with the mobile terminal corresponding to the target mobile phone number.
  • an embodiment of the present application provides a computer device, including a memory and a processor, and computer-readable instructions are stored in the memory.
  • the processing The device executes the steps of the communication method according to any one of the first claims.
  • embodiments of the present application provide a non-volatile readable storage medium storing computer-readable instructions, which when executed by one or more processors, cause one or more processing The device executes the steps of the communication method according to any one of the first claims.
  • the client after requesting the client to send a call request through the Internet network, it can call a fixed phone through the SIP protocol, and then establish a communication connection with the fixed phone, and call the mobile terminal corresponding to the target mobile phone number through the PSTN network, and then The communication connection is established with the mobile terminal corresponding to the mobile phone number, and the communication is more convenient.
  • FIG. 1 is a flowchart of a communication method provided in an embodiment
  • Figure 2 is a flow chart of another communication method provided in an embodiment
  • Fig. 3 is a schematic diagram of a communication device provided in an embodiment
  • Figure 4 is a schematic diagram of the internal structure of a computer device in an embodiment.
  • Step 101 Receive a call request from the requesting client through the Internet network
  • Step 102 parse the call request
  • Step 103 When it is parsed that the call request requires a call with a fixed phone, call the fixed phone through the SIP protocol, and when the fixed phone is answered, establish a communication connection between the request client and the fixed phone;
  • Step 104 When it is parsed that the call request requires a call with a mobile terminal, the target mobile phone number is obtained from the call request, and the mobile terminal corresponding to the target mobile phone number is called through the PSTN network. After the mobile terminal answers the call, a communication connection is established between the requesting client and the mobile terminal corresponding to the target mobile phone number.
  • the client after requesting the client to send a call request through the Internet network, it can call a fixed phone through the SIP protocol, and then establish a communication connection with the fixed phone, and call the mobile terminal corresponding to the target mobile phone number through the PSTN network, and then The communication connection is established with the mobile terminal corresponding to the mobile phone number, and the communication is more convenient.
  • a user Based on a communication method provided by the embodiment of the present application, a user can directly call a mobile phone number or a fixed phone number through an app that matches the communication method.
  • the establishing a communication connection between the requesting client and the mobile terminal corresponding to the target mobile phone number includes: when receiving the first network packet sent by the requesting client via the Internet network Then, the first network packet is sequentially unpacked, decompressed, and digital-to-analog converted, converted into a first analog voice signal, and the first analog voice signal is sent to the target mobile phone number via the PSTN network Corresponding mobile terminal; after receiving the second analog voice signal sent by the mobile terminal corresponding to the target mobile phone number via the PSTN network, perform analog/digital conversion on the second analog voice signal to convert it into digital information, The digital information is compressed and packaged in sequence to generate a second network package, and the second network package is sent to the requesting client through the Internet network.
  • the first analog voice signal is generated for the first network packet sent by the requesting client through the Internet network.
  • the signal can be transmitted on the PSTN network and can be received by the mobile terminal corresponding to the mobile phone number.
  • the user of the mobile terminal can answer the voice of the user requesting the client in the manner of answering the phone.
  • a second network packet is generated for the second analog voice signal sent by the mobile terminal through the PSTN network.
  • the second network packet can be transmitted on the Internet network and can be Requesting the client to receive, the user of the requesting client can listen to the voice of the user of the mobile terminal in the manner of listening to the network voice. It can be seen from the above description that the user requesting the client and the user of the target mobile phone number can communicate directly.
  • the call request includes: a request to contact a customer service agent; before calling the fixed phone through the SIP protocol, it further includes: determining the business record of the requesting user of the requesting client; According to the business record, at least one related business related to the requesting user is determined; according to the business record, the business information of each related business is determined; according to the business information of each related business, each The possibility of a relevant service being consulted; determining the target customer service agent corresponding to the relevant service with the highest possibility of being consulted; the calling the fixed telephone through the SIP protocol includes: calling the target customer service agent through the SIP protocol .
  • the communication method can be applied to customer service business, that is, the user can directly call the customer service phone through the app, without having to obtain the customer service phone, mobile phone and other telephone terminals to call the customer service phone, the user There is no need to only communicate with customer service personnel on the app in text mode.
  • customer service business that is, the user can directly call the customer service phone through the app, without having to obtain the customer service phone, mobile phone and other telephone terminals to call the customer service phone, the user There is no need to only communicate with customer service personnel on the app in text mode.
  • users can communicate with customer service personnel very conveniently.
  • the related business involved in the requesting user can be accurately determined. For example, according to the business record, it is found that the requesting user has purchased auto insurance and traffic accident insurance.
  • the related businesses of users are auto insurance business and traffic accident insurance business.
  • the probability of each related business being consulted is calculated, and the target customer service agent corresponding to the related business with the highest probability of being consulted is connected to the requesting user. In this way, the requesting user can be most likely to be consulted. Quickly find the customer service you want to consult, which greatly improves service efficiency.
  • the business information includes: the current occurrence time of the related business, the number of occurrences of the related business, the total number of consultations corresponding to the related business, and the number of consultations for the related business in the last n days;
  • the business information of a related business, determining the possibility of each related business being consulted includes: for each related business, executing: according to the current occurrence time of the current related business, the current related business. The number of occurrences of the business, the total number of consultations corresponding to the current related business, and the number of consultations of the current related business in the last n days determine the possibility of the current related business being consulted.
  • the business record there are recorded the time of occurrence of the related business from the current occurrence, the number of occurrences of the related business, the total number of consultations corresponding to the related business, and the number of consultations for the related business in the last n days.
  • the possibility of being consulted has a certain influence, and the possibility of being consulted can be determined more accurately through these pieces of information.
  • determining the possibility of the current related business being consulted includes: determining the possibility of the current related business being consulted according to formula 1, wherein the formula is:
  • k is the likelihood of the current related business being consulted
  • t is the time from the current occurrence of the current related business
  • m is the number of occurrences of the current related business
  • p is the total number of consultations corresponding to the current related business
  • Q is the number of times that the current related business has been consulted in the last n days
  • s is a preset impact factor.
  • the possibility of each related service being consulted is calculated by formula 1, so that a more accurate possibility of being consulted can be obtained, and the requesting user can be connected to the customer service staff he needs.
  • s can be set based on experience or determined based on experiments.
  • s can be a constant greater than zero.
  • a communication method provided by an embodiment of the present application includes:
  • Step 201 Receive a call request from the requesting client through the Internet network.
  • user A sends a call request through the app, and the call request is transmitted through the Internet network.
  • the request client can be implemented through a sip terminal.
  • the user Before using the requesting client, the user needs to register first. Specifically, the user information of the user is received, and the corresponding relationship between the user information and the identification of the requesting client is established, so that when each requesting client sends information, it can be determined The user who sent the message.
  • Step 202 Parse the call request. Specifically, it is necessary to identify whether the target of the call request is a fixed telephone number or a mobile phone number.
  • Step 203 When it is parsed that the call request requires a call with a fixed phone, the service record of the requesting user of the requesting client is determined.
  • a fixed telephone is a customer service agent.
  • a fixed telephone may not be a customer service agent.
  • the target fixed telephone number is determined from the call request, and the target fixed telephone number is called through the SIP protocol.
  • the telephone terminal of the target fixed telephone number answers, it will request the client to communicate with the target fixed telephone number
  • the telephone terminal establishes a communication connection.
  • the fixed telephone is a customer service agent, since the same customer number may correspond to multiple services, it is necessary to connect the user to a customer service agent that the user most likely needs.
  • the requesting user is user A, and the business record of user A is determined in this step. Specifically, the business record of user A is retrieved from the database.
  • the business record of user A is: user A has purchased auto insurance and traffic accident insurance.
  • the user information is filled in, and the requesting user of each requesting client can be determined based on the user information, and then the business record can be determined.
  • Step 204 Determine at least one related service related to the requesting user according to the service record. For example, based on user A's business records, it may be determined that at least one related business related to user A includes: auto insurance business and traffic accident insurance business.
  • Step 205 Determine the business information of each related business according to the business records.
  • the business information includes: the current occurrence time of the related business, the number of occurrences of the related business, the total number of consultations corresponding to the related business, and the related business being consulted in the last n days The number of times. Generally speaking, the longer the related business is from the current occurrence, the less likely it is to be consulted, the more the number of occurrences of related business, the greater the possibility of being consulted, the more the total number of consultations corresponding to the related business, and the more likely to be consulted. The greater the possibility, the more times the related business has been consulted in the last n days, the greater the likelihood of being consulted. Based on these pieces of information, the possibility of related services being consulted can be determined more accurately.
  • Step 206 Determine the possibility of each related business being consulted according to the business information of each related business. Specifically, the likelihood of a related business being consulted can be calculated according to Formula 1, which is:
  • k is the likelihood of the current related business being consulted
  • t is the time from the current occurrence of the current related business
  • m is the number of occurrences of the current related business
  • p is the total number of consultations corresponding to the current related business
  • Q is the number of times that the current related business has been consulted in the last n days
  • s is a preset impact factor.
  • Step 207 Determine the target customer service agent corresponding to the relevant business with the highest possibility of being consulted. For example, it is determined through calculation that the car insurance business corresponds to the highest possibility of being consulted, then the customer service agent corresponding to the car insurance business is taken as the target customer service agent.
  • Step 208 Call the target customer service agent through the SIP protocol. For example, after determining that the customer service agent corresponding to the auto insurance business is the target customer service agent, call the customer service agent corresponding to the auto insurance business through the SIP protocol.
  • Step 209 After the target customer service agent answers the call, the client is requested to establish a communication connection with the target customer service agent. Specifically, the data sent by the requesting client through the Internet network is converted into data that can be transmitted by the sip protocol, and then transmitted to the target customer service agent through the sip protocol; the data sent by the target customer service agent through the sip protocol is converted into the data that the Internet network can transmit The transmitted data is then transmitted to the requesting client via the Internet network.
  • Step 210 When it is parsed that the call request requires a call with the mobile terminal, the target mobile phone number is obtained from the call request.
  • Step 211 Call the mobile terminal corresponding to the target mobile phone number through the PSTN network.
  • Step 212 After the mobile terminal corresponding to the target mobile phone number answers, the client is requested to establish a communication connection with the mobile terminal corresponding to the target mobile phone number. Specifically, after receiving the first network packet sent by the requesting client through the Internet network, the first network packet is sequentially unpacked, decompressed, and digital/analog converted, converted into the first analog voice signal, and The first analog voice signal is sent to the mobile terminal corresponding to the target mobile phone number via the PSTN network; after receiving the second analog voice signal sent by the mobile terminal corresponding to the target mobile phone number via the PSTN network, the second analog voice signal is simulated/ Digital conversion, conversion into digital information, the digital information is sequentially compressed and packaged to generate a second network packet, and the second network packet is sent to the requesting client through the Internet network.
  • an embodiment of the present application provides a communication device, including: a receiving module 301, configured to receive a call request sent by a client through the Internet network; and a parsing module 302, configured to perform a call request Analysis; fixed-line connection module 303, used to call the fixed-line phone through the SIP protocol when the call request needs to be communicated with the fixed-line phone, and when the fixed-line phone is answered, connect the request client to the The fixed telephone establishes a communication connection; the mobile terminal connection module 304 is used to obtain the target mobile phone number from the call request when the call request needs to be communicated with the mobile terminal, and call the target mobile phone number corresponding to the target mobile phone number through the PSTN network The mobile terminal establishes a communication connection between the requesting client and the mobile terminal corresponding to the target mobile phone number after the mobile terminal corresponding to the target mobile phone number answers the call.
  • the mobile terminal connection module is specifically configured to: when the request is received, the mobile terminal corresponding to the target mobile phone number is connected to establish a communication connection.
  • the first network packet After the first network packet sent by the client through the Internet network, the first network packet is sequentially unpacked, decompressed, and digital-to-analog converted, converted into a first analog voice signal, and the first analog
  • the voice signal is sent to the mobile terminal corresponding to the target mobile phone number through the PSTN network; after receiving the second analog voice signal from the mobile terminal corresponding to the target mobile phone number through the PSTN network, the second analog voice signal Perform analog/digital conversion to convert to digital information, sequentially compress and pack the digital information to generate a second network packet, and send the second network packet to the requesting client via the Internet network.
  • the call request includes: a request to contact a customer service agent; the fixed-line connection module is further used for determining the request of the client before calling the fixed phone through the SIP protocol
  • the business record of the requesting user according to the business record, at least one related business related to the requesting user is determined; according to the business record, the business information of each of the related services is determined; according to each item
  • the business information of the related business determines the possibility of each of the related business being consulted; the target customer service agent corresponding to the relevant business with the highest probability of being consulted is determined; the fixed-line connection module executes the sip protocol When calling the fixed phone, it is specifically used to: call the target customer service agent through the SIP protocol.
  • the business information includes: the current occurrence time of the related business, the number of occurrences of the related business, the total number of consultations corresponding to the related business, and the number of consultations for the related business in the last n days;
  • the connection module when executing the business information of each of the related services to determine the possibility of each of the related services being consulted, is specifically used to: for each of the related services, execute: according to the current The current occurrence time of the related business, the number of occurrences of the current related business, the total number of consultations corresponding to the current related business, and the number of times the current related business has been consulted in the last n days, to determine the possibility of the current related business being consulted Sex.
  • the fixed-line connection module performs the current occurrence time according to the current related business distance, the current occurrence times of the current related business, the total number of consultations corresponding to the current related business, and the The number of times the current related business has been consulted in the last n days, when determining the possibility of the current related business being consulted, is specifically used to: determine the possibility of the current related business being consulted according to formula 1, where the formula is :
  • the communication device in an embodiment of the present application may be set in a DMZ (demilitarized zone, demilitarized zone) zone to realize the separation of the internal and external networks, which can ensure the safety of the communication device.
  • DMZ demilitarized zone, demilitarized zone
  • an embodiment of the present application also provides a communication system.
  • the communication system includes: a request client and the communication device in the embodiment of the present application; and the request client is used to send a call request to the communication device through the Internet network.
  • the receiving module can be implemented by a websocket server.
  • the websocket server is connected to the requesting client through the Internet network, and is connected to the parsing module through the sip protocol; the websocket server is used to receive the information sent by the requesting client and forward the information to the parsing module.
  • the websocket server can implement functions such as authentication, maintaining session state, uploading and issuing instructions.
  • the requesting client can be implemented through the app, and the call request of the requesting user can also be a request to make a call with the requested user who uses the app. If the requested user is online, then the requesting user can directly communicate with the user through the app. The requested user conducts a network call. If the requested user is not online, then the mobile phone number of the requested user can be called through the communication method provided in this embodiment of the application.
  • Figure 4 is a schematic diagram of the internal structure of a computer device in an embodiment.
  • the computer device includes a processor, a nonvolatile storage medium, a memory, and a network interface connected through a system bus.
  • the non-volatile storage medium of the computer device stores an operating system, a database, and computer-readable instructions.
  • the database may store control information sequences.
  • the processor can realize a Kind of communication method.
  • the processor of the computer equipment is used to provide calculation and control capabilities, and supports the operation of the entire computer equipment.
  • a computer readable instruction may be stored in the memory of the computer device. When the computer readable instruction is executed by the processor, the computer readable instruction may cause the processor to execute a communication method.
  • the network interface of the computer device is used to connect and communicate with the terminal.
  • FIG. 4 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied.
  • the specific computer device may Including more or fewer parts than shown in the figure, or combining some parts, or having a different arrangement of parts.
  • An embodiment of the present application proposes a computer device.
  • the computer device includes a memory, a processor, and computer-readable instructions stored on the memory and running on the processor, and the processor executes the The computer-readable instructions implement the communication methods shown in Figs. 1 to 2.
  • An embodiment of the present application proposes a non-volatile readable storage medium storing computer readable instructions. When the computer readable instructions are executed by one or more processors, one or more processors are executed as shown in FIG. 1 to the communication method shown in Figure 2.
  • the computer program can be stored in a computer readable storage medium.
  • the aforementioned storage medium may be a non-volatile storage medium such as a magnetic disk, an optical disc, a read-only memory (Read-Only Memory, ROM), or a random access memory (Random Access Memory, RAM), etc.
  • ROM Read-Only Memory
  • RAM Random Access Memory

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Abstract

本申请涉及通信方法、装置、计算机设备和存储介质，该通信方法，包括：接收请求客户端通过Internet网络发来的通话请求；对所述通话请求进行解析；当解析出所述通话请求需要与固定电话通话时，通过sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。本申请涉及通信方法、装置、计算机设备和存储介质，通信更加方便。

Description

通信方法、装置、计算机设备和存储介质
本申请要求与2019年3月11日提交中国专利局、申请号为2019101820570、申请名称为“通信方法、装置、计算机设备和存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。
技术领域
本申请涉及通信领域，特别是涉及通信方法、装置、计算机设备和存储介质。
背景技术
发明人发现在现有的通信方法中，软件客户端只能通过Internet网络与软件客户端进行交互，固定电话号码和手机号码等电话终端也只能与电话终端进行交互，软件客户端通过Internet网络无法与固定电话号码、手机号码等电话终端进行交互，通信不方便。
发明内容
本申请实施例提供了通信方法、装置、计算机设备和存储介质，通信更加方便。第一方面，本申请实施例提供了一种通信方法，包括：接收请求客户端通过Internet网络发来的通话请求；对所述通话请求进行解析；当解析出所述通话请求需要与固定电话通话时，通过sip(SessionInitiationProtocol，会话初始协议)协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过PSTN(Public SwitchedTelephoneNetwork，公共交换电话网络)网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
第二方面，本申请实施例提供了一种通信装置，包括：接收模块，用于接收请求客户端通过Internet网络发来的通话请求；解析模块，用于对所述通话请求进行解析；固话连接模块，用于当解析出所述通话请求需要与固定电话通话时，通过sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；移动终端连接模块，用于当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
第三方面，本申请实施例提供了一种计算机设备，包括存储器和处理器，所述存储器中存储有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述处理器执行如第一方面中任一项权利要求所述通信方法的步骤。
第四方面，本申请实施例提供了一种存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行如第一方面中任一项权利要求所述通信方法的步骤。
在本申请实施例中，请求客户端通过Internet网络发出通话请求后，通过sip协议可以呼叫固定电话，进而可以与固定电话建立通信连接，通过PSTN网络可以呼叫目标手机号码对应的移动终端，进而可以与手机号码对应的移动终端建立通信连接，通信更加方便。
附图说明
图1为一个实施例中提供的一种通信方法的流程图；
图2为一个实施例中提供的另一种通信方法的流程图；
图3为一个实施例中提供的一种通信装置的示意图；
图4为一个实施例中计算机设备的内部结构示意图。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。本申请实施例提供了一种通信方法，包括：
步骤101：接收请求客户端通过Internet网络发来的通话请求；
步骤102：对所述通话请求进行解析；
步骤103：当解析出所述通话请求需要与固定电话通话时，通过sip协议呼叫所述固定电话，当所述 固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；
步骤104：当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
在本申请实施例中，请求客户端通过Internet网络发出通话请求后，通过sip协议可以呼叫固定电话，进而可以与固定电话建立通信连接，通过PSTN网络可以呼叫目标手机号码对应的移动终端，进而可以与手机号码对应的移动终端建立通信连接，通信更加方便。基于本申请实施例提供的一种通信方法，用户可以通过一款与该通信方法相匹配的app即可直接呼叫手机号码或固定电话号码。
在本申请一实施例中，所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接，包括：当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
在本申请实施例中，针对请求客户端通过Internet网络发来的第一网络包，经过解包、解压缩和数/模变换的一系列处理后，生成第一模拟语音信号，第一模拟语音信号可以在PSTN网络传输，并能够被手机号码对应的移动终端接收，该移动终端的用户可以按照接听电话的方式接听请求客户端的用户的语音。针对移动终端通过PSTN网络发出的第二模拟语音信号，经过模/数转换、压缩和打包的一系列处理后，生成第二网络包，该第二网络包可以在Internet网络中传输，并能够被请求客户端接收，该请求客户端的用户可以按照接听网络语音的方式接听该移动终端的用户的语音。通过上述描述可见，请求客户端的用户与目标手机号码的用户可以直接进行通信。
在本申请一实施例中，所述通话请求包括：联系客服坐席的请求；在所述通过sip协议呼叫所述固定电话之前，进一步包括：确定所述请求客户端的请求用户的业务记录；根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；根据所述业务记录，确定每一项所述相关业务的业务信息；根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；确定被咨询的可能性最高的相关业务对应的目标客服坐席；所述通过sip协议呼叫所述固定电话，包括：通过sip协议呼叫所述目标客服坐席。
在本申请实施例中，可以将该通信方法应用于客服业务，也就是说，用户可以通过app直接拨打客服电话，而无需获取客服电话，手机等电话终端的打电话功能来拨打客服电话，用户也无需只能通过文字方式在app上与客服人员交流，通过本申请实施例提供的通信方法，用户可以非常方便地与客服人员进行交流。在本申请实施例中，通过获取请求用户的业务记录，可以准确的确定出请求用户所涉及的相关业务，例如：根据业务记录发现该请求用户购买了车险和交通意外险，这时，该请求用户的相关业务就是车险业务和交通意外险业务。然后，根据每个相关业务的业务信息计算出每个相关业务被咨询的可能性，为该请求用户接通被咨询的可能性最高的相关业务对应的目标客服坐席，这样，该请求用户能够最快的找到自己想要咨询的客服，大大提高了服务效率。
在本申请一实施例中，所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性，包括：针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。在本申请实施例中，在业务记录中，记录有相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数，这几项信息对于被咨询的可能性都有一定的影响，通过这几项信息能够更加准确的确定出被咨询的可能性。
在本申请一实施例中，所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性，包括：根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为：
Figure PCTCN2019117707-appb-000001
其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距 离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。在本申请实施例中，通过公式一来计算每个相关业务被咨询的可能性，能够得到更加准确的被咨询的可能性，进而能够为请求用户接通其需要的客服人员。其中，s可以根据经验设置，也可以根据实验确定。s可以为大于0的常数。
如图2所示，本申请实施例提供的一种通信方法，包括：
步骤201：接收请求客户端通过Internet网络发来的通话请求。举例来说，用户A通过app发出了通话请求，该通话请求通过Internet网络传输。该请求客户端可以通过sip终端来实现。用户在使用请求客户端之前，需要先进行注册，具体地，接收用户的用户信息，建立用户信息与请求客户端的标识的对应关系，这样，在每个请求客户端发来信息时，可以确定出发出该信息的用户。
步骤202：对通话请求进行解析。具体地，要识别该通话请求的目标时固定电话号码还是手机号码。
步骤203：当解析出通话请求需要与固定电话通话时，确定请求客户端的请求用户的业务记录。
这里给出了固定电话是客服坐席的情况，当然，固定电话也可以不是客服坐席。当固定电话不是客服坐席时，从通话请求中确定目标固定电话号码，通过sip协议呼叫该目标固定电话号码，当该目标固定电话号码的电话终端接听后，将请求客户端与该目标固定电话号码的电话终端建立通信连接。当固定电话是客服坐席时，由于同一个客户号码可能对应多个业务，这时就需要为用户接通用户最可能需要的一个客服坐席。举例来说，该请求用户为用户A，在该步骤中确定用户A的业务记录。具体地，从数据库中调取用户A的业务记录。例如：用户A的业务记录为：用户A购买了车险和交通意外险。在注册请求客户端时，都会填写用户信息，根据用户信息即可确定出每个请求客户端的请求用户，进而能够确定业务记录。
步骤204：根据业务记录，确定与请求用户相关的至少一项相关业务。举例来说，基于用户A的业务记录，可以确定出与用户A的相关的至少一项相关业务包括：车险业务和交通意外险业务。
步骤205：根据业务记录，确定每一项相关业务的业务信息，该业务信息包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数。一般来说，相关业务距离当前的发生时间越长，被咨询的可能性越小，相关业务的发生次数越多，被咨询的可能性越大，相关业务对应的咨询总数越多，被咨询的可能性越大，相关业务最近n天被咨询的次数越多，被咨询的可能性越大。基于这几项信息，可以更加准确的确定出相关业务被咨询的可能性。
步骤206：根据每一项相关业务的业务信息，确定每一项相关业务被咨询的可能性。具体地，可以根据公式一来计算相关业务被咨询的可能性，公式一为：
Figure PCTCN2019117707-appb-000002
其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。
步骤207：确定被咨询的可能性最高的相关业务对应的目标客服坐席。举例来说，通过计算确定车险业务对应的被咨询的可能性最高，那么，将车险业务对应的客服坐席作为目标客服坐席。
步骤208：通过sip协议呼叫目标客服坐席。举例来说，在确定车险业务对应的客服坐席为目标客服坐席后，通过sip协议呼叫车险业务对应的客服坐席。
步骤209：当目标客服坐席接听后，将请求客户端与目标客服坐席建立通信连接。具体地，将请求客户端通过Internet网络发来的数据转换为sip协议能够传输的数据，然后，通过sip协议传输给目标客服坐席；将目标客服坐席通过sip协议发来的数据转换为Internet网络能够传输的数据，然后，通过Internet网络传输给请求客户端。
步骤210：当解析出通话请求需要与移动终端通话时，从通话请求中获取目标手机号码。
步骤211：通过PSTN网络呼叫目标手机号码对应的移动终端。
步骤212：当目标手机号码对应的移动终端接听后，将请求客户端与目标手机号码对应的移动终端建立通信连接。具体地，当接收到请求客户端通过Internet网络发来的第一网络包后，对第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将第一模拟语音信号通过PSTN网络发送给目标手机号码对应的移动终端；当接收到目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对第二模拟语音信号进行模/数转换，转换为数字信息，对数字信息依次进行压缩处理和打包处理，生成第二网络包，将第二网络包通过Internet网络发送给请求客户端。
如图3所示，本申请实施例提供了一种通信装置，包括：接收模块301，用于接收请求客户端通过Internet网络发来的通话请求；解析模块302，用于对所述通话请求进行解析；固话连接模块303，用于当解析出所述通话请求需要与固定电话通话时，通过sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；移动终端连接模块304，用于当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。在本申请一实施例中，所述移动终端连接模块，在执行所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接时，具体用于：当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
在本申请一实施例中，所述通话请求包括：联系客服坐席的请求；所述固话连接模块，在所述通过sip协议呼叫所述固定电话之前，进一步用于：确定所述请求客户端的请求用户的业务记录；根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；根据所述业务记录，确定每一项所述相关业务的业务信息；根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；确定被咨询的可能性最高的相关业务对应的目标客服坐席；所述固话连接模块，在执行所述通过sip协议呼叫所述固定电话时，具体用于：通过sip协议呼叫所述目标客服坐席。
在本申请一实施例中，所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；所述固话连接模块，在执行所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性时，具体用于：针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。
在本申请一实施例中，所述固话连接模块，在执行所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性时，具体用于：根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为：
Figure PCTCN2019117707-appb-000003
其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。本申请一实施例中的通信装置可以设置在DMZ(demilitarized zone，隔离区)区中，实现内外网的分离，可以保证该通信装置的安全。
另外，本申请实施例还提供了一种通信系统，该通信系统包括：请求客户端、本申请实施例中的通信装置；请求客户端，用于向通信装置通过Internet网络发送通话请求。接收模块可以通过websocket服务器来实现。websocket服务器通过Internet网络与请求客户端相连，通过sip协议与解析模块连接；websocket服务器，用于接收请求客户端发来的信息，将该信息转发给解析模块。websocket服务器可以实现鉴权、维护会话状态、上传下达指令等的功能。另外，请求客户端可以通过app来实现，请求用户的通话请求还可以是与使用该app的被请求用户进行通话的请求，如果，该被请求用户在线，那么，请求用户可以直接通过app与该被请求用户进行网络通话，如果该被请求用户不在线，那么，可以通过本申请实施例提供的通信方法呼叫被请求用户的手机号码。
图4为一个实施例中计算机设备的内部结构示意图。如图4所示，该计算机设备包括通过系统总线连接的处理器、非易失性存储介质、存储器和网络接口。其中，该计算机设备的非易失性存储介质存储有操作系统、数据库和计算机可读指令，数据库中可存储有控件信息序列，该计算机可读指令被处理器执行时，可使得处理器实现一种通信方法。该计算机设备的处理器用于提供计算和控制能力，支撑整个计算机设备的运行。该计算机设备的存储器中可存储有计算机可读指令，该计算机可读指令被处理器执行时，可 使得处理器执行一种通信方法。该计算机设备的网络接口用于与终端连接通信。本领域技术人员可以理解，图4中示出的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的计算机设备的限定，具体的计算机设备可以包括比图中所示更多或更少的部件，或者组合某些部件，或者具有不同的部件布置。
本申请一实施例提出了一种计算机设备，所述计算机设备包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如图1至图2所示的通信方法。本申请一实施例提出了一种存储有计算机可读指令的非易失性可读存储介质，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行如图1至图2所示的通信方法。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，是可以通过计算机程序来指令相关的硬件来完成，该计算机程序可存储于一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的实施例的流程。其中，前述的存储介质可为磁碟、光盘、只读存储记忆体(Read-Only Memory，ROM)等非易失性存储介质，或随机存储记忆体(Random Access Memory，RAM)等。以上所述实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。
以上所述实施例仅表达了本申请的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对本申请专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本申请构思的前提下，还可以做出若干变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种通信方法，包括：
    接收请求客户端通过Internet网络发来的通话请求；
    对所述通话请求进行解析；
    当解析出所述通话请求需要与固定电话通话时，通过会话初始协议sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；
    当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过公共交换电话网络PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
  2. 如权利要求1所述的通信方法，
    所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接，包括：
    当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；
    当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
  3. 如权利要求1所述的通信方法，
    所述通话请求包括：联系客服坐席的请求；
    在所述通过sip协议呼叫所述固定电话之前，进一步包括：
    确定所述请求客户端的请求用户的业务记录；
    根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；
    根据所述业务记录，确定每一项所述相关业务的业务信息；
    根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；
    确定被咨询的可能性最高的相关业务对应的目标客服坐席；
    所述通过sip协议呼叫所述固定电话，包括：
    通过sip协议呼叫所述目标客服坐席。
  4. 如权利要求3所述的通信方法，
    所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；
    所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性，包括：
    针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。
  5. 如权利要求4所述的通信方法，
    所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性，包括：
    根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为为：
    Figure PCTCN2019117707-appb-100001
    其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。
  6. 一种通信装置，包括：
    接收模块，用于接收请求客户端通过Internet网络发来的通话请求；
    解析模块，用于对所述通话请求进行解析；
    固话连接模块，用于当解析出所述通话请求需要与固定电话通话时，通过会话初始协议sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；
    移动终端连接模块，用于当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过公共交换电话网络PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
  7. 如权利要求6所述的通信装置，
    所述移动终端连接模块，在执行所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接时，具体用于：
    当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；
    当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
  8. 如权利要求6所述的通信装置，
    所述通话请求包括：联系客服坐席的请求；
    所述固话连接模块，在所述通过sip协议呼叫所述固定电话之前，进一步用于：
    确定所述请求客户端的请求用户的业务记录；
    根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；
    根据所述业务记录，确定每一项所述相关业务的业务信息；
    根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；
    确定被咨询的可能性最高的相关业务对应的目标客服坐席；
    所述固话连接模块，在执行所述通过sip协议呼叫所述固定电话时，具体用于：通过sip协议呼叫所述目标客服坐席。
  9. 如权利要求8所述的通信装置，所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；
    所述固话连接模块，在执行所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性时，具体用于：针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。
  10. 如权利要求9所述的通信装置，所述固话连接模块，在执行所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性时，具体用于：
    根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为为：
    Figure PCTCN2019117707-appb-100002
    其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。
  11. 一种计算机设备，包括存储器和处理器，所述存储器中存储有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述处理器执行通信方法的步骤，包括：
    接收请求客户端通过Internet网络发来的通话请求；
    对所述通话请求进行解析；
    当解析出所述通话请求需要与固定电话通话时，通过会话初始协议sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；
    当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过公共交换电话网络PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听 后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
  12. 如权利要求10所述的计算机设备，所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接，包括：
    当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；
    当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
  13. 如权利要求11所述的计算机设备，所述通话请求包括：联系客服坐席的请求；所述计算机可读指令被所述处理器执行时，使得所述处理器执行在所述通过sip协议呼叫所述固定电话之前，进一步包括：
    确定所述请求客户端的请求用户的业务记录；
    根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；
    根据所述业务记录，确定每一项所述相关业务的业务信息；
    根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；
    确定被咨询的可能性最高的相关业务对应的目标客服坐席；
    所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述通过sip协议呼叫所述固定电话，包括：
    通过sip协议呼叫所述目标客服坐席。
  14. 如权利要求13所述的计算机设备，所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性，包括：
    针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。
  15. 如权利要求14所述的计算机设备，所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性，包括：
    根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为为：
    Figure PCTCN2019117707-appb-100003
    其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。
  16. 一种存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行通信方法的步骤，包括：
    接收请求客户端通过Internet网络发来的通话请求；
    对所述通话请求进行解析；
    当解析出所述通话请求需要与固定电话通话时，通过会话初始协议sip协议呼叫所述固定电话，当所述固定电话接听后，将所述请求客户端与所述固定电话建立通信连接；
    当解析出所述通话请求需要与移动终端通话时，从所述通话请求中获取目标手机号码，通过公共交换电话网络PSTN网络呼叫所述目标手机号码对应的移动终端，当所述目标手机号码对应的移动终端接听后，将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接。
  17. 如权利要求16所述的存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述将所述请求客户端与所述目标手机号码对应的移动终端建立通信连接，包括：
    当接收到所述请求客户端通过Internet网络发来的第一网络包后，对所述第一网络包依次进行解包处 理、解压缩处理和数/模变换，转换为第一模拟语音信号，将所述第一模拟语音信号通过PSTN网络发送给所述目标手机号码对应的移动终端；
    当接收到所述目标手机号码对应的移动终端通过PSTN网络发来的第二模拟语音信号后，对所述第二模拟语音信号进行模/数转换，转换为数字信息，对所述数字信息依次进行压缩处理和打包处理，生成第二网络包，将所述第二网络包通过Internet网络发送给所述请求客户端。
  18. 如权利要求16所述的存储介质，所述通话请求包括：联系客服坐席的请求；所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行在所述通过sip协议呼叫所述固定电话之前，进一步包括：
    确定所述请求客户端的请求用户的业务记录；
    根据所述业务记录，确定与所述请求用户相关的至少一项相关业务；
    根据所述业务记录，确定每一项所述相关业务的业务信息；
    根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性；
    确定被咨询的可能性最高的相关业务对应的目标客服坐席；
    所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述通过sip协议呼叫所述固定电话，包括：
    通过sip协议呼叫所述目标客服坐席。
  19. 如权利要求18所述的存储介质，所述业务信息，包括：相关业务距离当前的发生时间、相关业务的发生次数、相关业务对应的咨询总数、相关业务最近n天被咨询的次数；
    所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述根据每一项所述相关业务的业务信息，确定每一项所述相关业务被咨询的可能性，包括：
    针对每个所述相关业务，执行：根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性。
  20. 如权利要求19所述的存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述根据当前相关业务距离当前的发生时间、所述当前相关业务的发生次数、所述当前相关业务对应的咨询总数、所述当前相关业务最近n天被咨询的次数，确定所述当前相关业务被咨询的可能性，包括：
    根据公式一，确定所述当前相关业务被咨询的可能性，其中，所述公式为为：
    Figure PCTCN2019117707-appb-100004
    其中，k为所述当前相关业务被咨询的可能性，t为所述当前相关业务距离当前的发生时间，m为所述当前相关业务的发生次数，p为所述当前相关业务对应的咨询总数，q为所述当前相关业务最近n天被咨询的次数，s为预设的影响因子。
PCT/CN2019/117707 2019-03-11 2019-11-12 通信方法、装置、计算机设备和存储介质 WO2020181811A1 (zh)

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