WO2022147696A1 - 一种呼叫处理方法、呼叫处理装置及相关设备 - Google Patents

一种呼叫处理方法、呼叫处理装置及相关设备 Download PDF

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Publication number
WO2022147696A1
WO2022147696A1 PCT/CN2021/070534 CN2021070534W WO2022147696A1 WO 2022147696 A1 WO2022147696 A1 WO 2022147696A1 CN 2021070534 W CN2021070534 W CN 2021070534W WO 2022147696 A1 WO2022147696 A1 WO 2022147696A1
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WO
WIPO (PCT)
Prior art keywords
call
service
terminal device
page
application server
Prior art date
Application number
PCT/CN2021/070534
Other languages
English (en)
French (fr)
Inventor
申广杰
张云华
祝晔
贾毅刚
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 PCT/CN2021/070534 priority Critical patent/WO2022147696A1/zh
Priority to CN202180083575.2A priority patent/CN116636199A/zh
Priority to EP21916754.1A priority patent/EP4262180A4/en
Publication of WO2022147696A1 publication Critical patent/WO2022147696A1/zh
Priority to US18/346,962 priority patent/US20230353673A1/en

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/0027—Collaboration services where a computer is used for data transfer and the telephone is used for telephonic communication
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/25—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service
    • H04M2203/251—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably
    • H04M2203/253—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode
    • H04M2203/254—Aspects of automatic or semi-automatic exchanges related to user interface aspects of the telephonic communication service where a voice mode or a visual mode can be used interchangeably where a visual mode is used instead of a voice mode where the visual mode comprises menus

Definitions

  • the present application relates to the field of communication technologies, and in particular, to a call processing method, a call processing apparatus, and related equipment.
  • the telecommunications network call center based on IP multimedia system (IMS) has been widely used in telecommunications, banking, insurance, consumer and other industries, and is generally referred to as an automatic agent, customer center or customer service hotline.
  • IMS IP multimedia system
  • the interactive voice response (IVR) as the voice platform of the customer service hotline, can provide a multi-layer voice menu, and answer the phone through pre-recorded or synthesized voice, so as to provide voice menu navigation for customers when making phone calls. function.
  • the self-service process of dialing the customer service hotline is mainly based on IVR voice navigation, or by communicating with humans, or by using a button-type fixed interaction method.
  • customers need to listen carefully or even re-listen to the voice navigation to select the correct button option, which leads to delay in call processing and reduces processing efficiency.
  • Embodiments of the present application provide a call processing method, a call processing apparatus, and related equipment.
  • the method can implement interactive services in a call, and is beneficial to improve the processing efficiency of the call processing system for the call service.
  • an embodiment of the present application provides a call processing method, and the method can be executed by an application server.
  • the application server detects that the terminal device initiates or receives a call service, it establishes a data channel with the terminal device; the application server obtains the information of the first service page corresponding to the call service; when the application server detects that the call service is connected, the The data channel sends the first service page information to the terminal device.
  • the application server associates the original call service with the interactive data channel service, and sends the first service page information (that is, the initial service page information) to the terminal device through the data channel after the call service is connected, so that the terminal The device can realize interactive services in the call, which is beneficial to improve the processing efficiency of the call processing system for the call service.
  • the first service page information includes user interface UI page (or referred to as UI) elements and a control file, or the first service page information includes a UI page element and a resource locator URL address of the control file.
  • UI user interface UI page
  • the first service page information includes a UI page element and a resource locator URL address of the control file.
  • the application server can directly send UI page elements and control files to the terminal device, or can send the URL address of the UI page elements and control files to the terminal device, so that the terminal device can obtain the corresponding UI from the content server according to the URL address.
  • Page elements and control files can directly send UI page elements and control files to the terminal device, or can send the URL address of the UI page elements and control files to the terminal device, so that the terminal device can obtain the corresponding UI from the content server according to the URL address. Page elements and control files.
  • the application server receives the call start event from the telephony server, and determines according to the call start event that the terminal device initiates the call service; or, the application server receives the data channel establishment request message from the terminal device, according to the data channel establishment request The message determines that the terminal device initiates the call service.
  • the application server detects that the terminal device initiates the call service, it can be determined according to the call start event reported by the telephony server, or can be determined according to the data channel establishment request message sent by the terminal device.
  • the application service device is used to receive a call request from a telephony server, and according to the call request, it is determined that the terminal device initiates or receives a call service; or the application service device is used to receive a data call request message from the terminal device, according to The call request message determines that the terminal device initiates or receives a call service.
  • the call request message is an invite message.
  • the detection by the application server that the terminal device initiates or receives the call service may include: the application server receives the called start event from the telephony server, and determines that the terminal device receives the call service according to the called start event; or, the application server Receive a data channel establishment request message from the terminal device, and determine that the terminal device initiates or receives a call service according to the data channel establishment request message.
  • the application server can determine that the terminal device receives the call service according to the called start event or the data channel establishment request message, thereby establishing a data channel with the terminal device.
  • the application server detecting that the terminal device receives the call service may include: the application server receives a call response message from the telephony server or the terminal device, and determines that the terminal device receives the call service according to the call response message.
  • the call answer message is a 200ok message.
  • the application server receives the call connection event from the telephony server, and determines that the call service connection of the terminal device is connected according to the call connection event; or, the application server receives the call notification message from the terminal device, according to the call notification The message confirms that the call service of the terminal equipment is connected.
  • the application server when the application server detects that the call service is connected, it may be determined according to the call connection event reported by the telephony server, or may be determined according to the call notification message reported by the terminal device.
  • the telephony server may be a telephony application server.
  • the application server acquires the corresponding first service page information based on one of a call start event, a call notification message or a call connection event.
  • the application server can obtain the first service page information according to the above event or message, so as to send the first service page information to the terminal device.
  • the first service page information may be initial service page information.
  • the call notification message may be a 200ok message.
  • the application server acquires the first service page information corresponding to the called number according to the called number included in the call start event.
  • the application server can specifically acquire the called number according to the call start event, so as to determine to deliver the first service page information corresponding to the called number to the terminal device.
  • the application server receives the user operation information from the terminal device through the data channel, obtains the corresponding second service page information based on the user operation information, and sends the second service page information to the terminal device.
  • the terminal device when the terminal device interacts with the UI page, the corresponding user operation information can be sent to the application server through the data channel, so that the application server can determine to send the second service page information to the terminal device again according to the user operation information, so that the terminal device can send the second service page information to the terminal device again.
  • Update the UI page in the audio and video call interface when the terminal device interacts with the UI page, the corresponding user operation information can be sent to the application server through the data channel, so that the application server can determine to send the second service page information to the terminal device again according to the user operation information, so that the terminal device can send the second service page information to the terminal device again.
  • the application server receives the user operation information from the terminal device through the data channel, generates audio information based on the user operation information, and sends the audio information to the call center.
  • the audio information may be a dual-tone multi-frequency DTMF signal.
  • the application server can also convert the user operation information into DTMF signals, and send the DTMF signals to the call center, so that the call center updates the media stream of the call with the terminal device, and realizes the synchronization of the interactive service and the call service.
  • the DTMF signal is an in-band signal, and the call center can directly process the DTMF signal, which simplifies the processing flow.
  • the application server establishes a media channel with the call center, and sends audio information to the call center through the media channel.
  • the application server may connect itself to the media channel between the terminal device and the call center, thereby establishing the media channel with the call center.
  • the application server sends page indication information to the terminal device through the data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the corresponding UI page.
  • the terminal device can determine whether to directly display the UI page or cache the UI page according to the page indication information, so that the terminal device can more flexibly implement the interactive service in the call.
  • the application server receives service termination operation information from the terminal device through the data channel, and releases the data channel.
  • the service termination operation information indicates termination of the interactive service in the call.
  • the terminal device can send the service termination operation information to the application server through the data channel, thereby releasing the data channel and avoiding the waste of resources.
  • the application server receives the call end event from the telephony server and releases the data channel based on the call end event.
  • the application server can also release the data channel according to the call end event reported by the telephony server, so as to avoid waste of data resources.
  • the application server when the application server detects that the terminal device initiates the call service, if the terminal device passes the authentication, the application server establishes a data channel with the terminal device.
  • the authentication method of the terminal device includes one or more of access authentication, third-party login authentication, user name and password login authentication, or authentication through the device management DM server.
  • the application server can check whether the terminal device is a legal device according to the authentication method of the UE to the corresponding server to prevent illegal users from accessing, thereby ensuring the security of the call processing system. sex.
  • the embodiments of the present application provide another call processing method, which can be executed by a terminal device.
  • the terminal device establishes a data channel with the application server when initiating or receiving a call service.
  • the terminal device receives the first service page information corresponding to the call service through the data channel.
  • the terminal device displays a corresponding UI page on the call interface based on the information of the first service page.
  • the terminal device can receive the interactive service data (such as the first service page information) in the call by establishing a data channel (such as the IP multimedia subsystem IMS data channel) with the application server, so that the terminal device can realize the call Interactive business in .
  • a data channel such as the IP multimedia subsystem IMS data channel
  • the first service page information includes a UI page element and a control file, or the first service page information includes a UI page element and a resource locator URL address of the control file.
  • the terminal device establishes a media channel with the call center, and receives the media stream of the call through the media channel.
  • the terminal device when the terminal device initiates or receives a call service, it first establishes a media channel with the call center, so that the media stream of the call can be received through the media channel, thereby realizing the call between the terminal device and the call center.
  • the terminal device establishes a media channel with the call center through the border gateway controller, and receives the media stream of the call through the media channel.
  • the media channel between the terminal device and the call center is divided into two sections, namely, the terminal device and the border gateway controller, and the border gateway controller and the call center.
  • the media stream is forwarded by the border gateway controller.
  • the terminal device receives the 183 message from the call control server, and sends a call start event to the application server.
  • the terminal device can confirm that the media channel between the terminal device and the call center has been established. Further, the terminal device may send a call start event to the application server through the data channel.
  • the terminal device receives the 200 message from the call control server, and sends a call notification message to the application server.
  • the terminal device can confirm that the application server has connected itself to the media channel between the terminal device and the call center. Further, the terminal device can send a call notification message to the application server through the data channel, so that the application server can deliver the first service page information to the terminal device.
  • the terminal device obtains the user operation information, and sends the user operation information to the application server through the data channel.
  • the terminal device can convert the relevant operations of the user on the UI interface into user operation information, and send the user operation information to the application server, so that the application server obtains the corresponding second service page information according to the user operation information, and sends the information to the terminal device.
  • Second business page information can convert the relevant operations of the user on the UI interface into user operation information, and send the user operation information to the application server, so that the application server obtains the corresponding second service page information according to the user operation information, and sends the information to the terminal device.
  • Second business page information Second business page information.
  • the terminal device further receives the second service page information corresponding to the above-mentioned user operation information through the data channel.
  • the terminal device receives page indication information from the application server through the data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the UI page.
  • the terminal device displays the corresponding UI page based on the information of the first service page in a manner of covering the call interface, or the terminal device displays the UI page corresponding to the information of the first service page in the floating window above the call interface .
  • the terminal device can display the UI page of the interactive service more flexibly, which is convenient for the user to perform interactive operations.
  • the terminal device sends service termination operation information to the application server through the data channel, where the service termination operation information indicates termination of the interactive service in the call.
  • the terminal device when the terminal device initiates or receives a call service, if the authentication is passed, a data channel is established with the application server.
  • the authentication method of the terminal device includes one or more of access authentication, third-party login authentication based on user number, user name and password login authentication, or authentication through the device management DM server.
  • the terminal device can use a variety of authentication methods to realize legality authentication.
  • the third-party login authentication based on the user number can avoid the newly deployed account server and the management user name account system in the call processing system, and simplify the implementation process.
  • an embodiment of the present application provides a call processing apparatus, where the call processing apparatus may be a device or a chip or circuit provided in the device.
  • the call processing apparatus includes units and/or modules for executing the call processing method provided in the first aspect and/or any possible design of the first aspect, and thus can also implement the call processing provided in the first aspect beneficial effects of the method.
  • an embodiment of the present application provides a call processing apparatus, where the call processing apparatus may be a device or a chip or circuit provided in the device.
  • the call processing apparatus includes units and/or modules for executing the call processing method provided in the second aspect and/or any possible design of the second aspect, so that the call processing provided by the second aspect can also be implemented beneficial effects of the method.
  • an embodiment of the present application provides an application server, where the application server has a function of implementing the call processing method provided in the first aspect and/or any possible design of the first aspect.
  • This function can be implemented by hardware or by executing corresponding software by hardware.
  • the hardware or software includes one or more modules corresponding to the above functions.
  • an embodiment of the present application provides a terminal device, where the terminal device has a function of implementing the call processing method provided in the second aspect and/or any possible design of the second aspect.
  • This function can be implemented by hardware or by executing corresponding software by hardware.
  • the hardware or software includes one or more modules corresponding to the above functions.
  • embodiments of the present application provide a computer-readable storage medium, where the readable storage medium includes a program or an instruction, and when the program or instruction is run on a computer, the computer executes the first aspect or the first aspect. method in any of the possible implementations.
  • embodiments of the present application provide a computer-readable storage medium, where the readable storage medium includes a program or an instruction, and when the program or instruction is run on a computer, the computer executes the second aspect or the second aspect. method in any of the possible implementations.
  • an embodiment of the present application provides a chip or a chip system, the chip or chip system includes at least one processor and an interface, the interface and the at least one processor are interconnected through a line, and the at least one processor is used to run a computer program or instruction, to perform the method described in any one of the first aspect or any of the possible implementations of the first aspect.
  • an embodiment of the present application provides a chip or a chip system, the chip or chip system includes at least one processor and an interface, the interface and the at least one processor are interconnected through a line, and the at least one processor is used for running a computer program or instruction, to perform the method described in any one of the second aspect or any of the possible implementations of the second aspect.
  • the interface in the chip may be an input/output interface, a pin or a circuit, or the like.
  • the chip system in the above aspects may be a system on chip (system on chip, SOC), or a baseband chip, etc.
  • the baseband chip may include a processor, a channel encoder, a digital signal processor, a modem, an interface module, and the like.
  • the chip or chip system described above in this application further includes at least one memory, where instructions are stored in the at least one memory.
  • the memory may be a storage unit inside the chip, such as a register, a cache, etc., or a storage unit of the chip (eg, a read-only memory, a random access memory, etc.).
  • the embodiments of the present application provide a computer program or computer program product, including codes or instructions, when the codes or instructions are run on a computer, the computer executes the first aspect or any one of the first aspects may be implemented method in method.
  • embodiments of the present application provide a computer program or computer program product, including codes or instructions, when the codes or instructions are run on a computer, the computer executes the second aspect or any one of the second aspects may be implemented method in method.
  • FIG. 1a is a schematic structural diagram of a call processing system provided by an embodiment of the application.
  • FIG. 1b is a schematic structural diagram of another call processing system provided by an embodiment of the present application.
  • FIG. 2a is a schematic structural diagram of a plug-in terminal provided by an embodiment of the present application.
  • FIG. 2b is a schematic structural diagram of another plug-in terminal provided by an embodiment of the present application.
  • FIG. 3 is a schematic structural diagram of a native terminal according to an embodiment of the present application.
  • FIG. 4 is a schematic flowchart of a call processing method provided by an embodiment of the present application.
  • FIG. 5 is a schematic diagram of a terminal device displaying a UI page corresponding to first service page information on a call interface according to an embodiment of the present application
  • FIG. 6a is a schematic diagram of another terminal device displaying a UI page corresponding to the first service page information on a call interface according to an embodiment of the present application;
  • 6b is a schematic diagram of a UI page corresponding to user operation information provided by an embodiment of the present application.
  • 6c is a schematic diagram of a UI page corresponding to another user operation information provided by an embodiment of the present application.
  • 6d is a schematic diagram of a UI page corresponding to another user operation information provided by an embodiment of the present application.
  • FIG. 7 is a schematic diagram of an interactive service processing flow in a call according to an embodiment of the present application.
  • FIG. 8 is a schematic diagram of another interactive service processing flow in a call provided by an embodiment of the present application.
  • FIG. 9 is a schematic structural diagram of a call processing apparatus provided by an embodiment of the present application.
  • FIG. 10 is a schematic structural diagram of an application server according to an embodiment of the present application.
  • FIG. 11 is a schematic structural diagram of another call processing apparatus provided by an embodiment of the present application.
  • FIG. 12 is a schematic structural diagram of a terminal device according to an embodiment of the present application.
  • words such as “exemplary” or “for example” are used to represent examples, illustrations or illustrations. Any embodiments or designs described in the embodiments of the present application as “exemplary” or “such as” should not be construed as preferred or advantageous over other embodiments or designs. Rather, the use of words such as “exemplary” or “such as” is intended to present the related concepts in a specific manner.
  • the size of the sequence number of each process does not mean the sequence of execution, and the execution sequence of each process should be determined by its function and internal logic, and should not be used in the embodiment of the present application. Implementation constitutes any limitation.
  • determining B according to A does not mean that B is only determined according to A, and B may also be determined according to A and/or other information.
  • Telecom network call centers based on IP multimedia sub-system have been widely used in telecom, banking, insurance, consumer and other industries, and are generally called automatic agents, customer centers or customer service hotlines.
  • IMS IP multimedia sub-system
  • IVR interactive voice response
  • mobile users use the IVR voice navigation service, they need to listen carefully or even re-listen to the voice navigation method to select the correct button option, which leads to delay in call processing and reduces the processing efficiency of the customer service hotline.
  • the call center/customer service hotline has introduced voice customer service, which is based on automatic speech recognition (ASR) technology, that is, voice recognition through artificial intelligence (AI), so that according to the results of voice recognition conduct business interactions.
  • ASR automatic speech recognition
  • AI artificial intelligence
  • voice recognition of voice customer service is low, thereby reducing the processing accuracy and processing efficiency of voice customer service.
  • mobile users can also realize the IMS session service process based on 3GPP TS24.229 through the terminal equipment with interactive service function, and realize the support of audio/video through session initiation protocol negotiation (session initiation protocol offer answer, SIP OA). /fax/text mode interaction process, and the terminal device also supports dual tone multi-frequency (dual tone multi-frequency, DTMF) to play and collect numbers.
  • session initiation protocol negotiation session initiation protocol offer answer, SIP OA
  • DTMF dual tone multi-frequency
  • the interactive operation of the user's call on the terminal device can only be realized by the terminal of each manufacturer according to the standard specification. If new features/functions are added, the standard specification needs to be formulated first, and the terminal manufacturer will then develop and perform network access certification, resulting in a long implementation cycle. And it is dependent on multiple terminal manufacturers.
  • an embodiment of the present application provides a call processing method.
  • the method is executed by a related device on the network side, which can realize interactive services in a call, which is beneficial to improve the call processing system's ability to respond to interactive services in a call (such as customer service hotline business) processing efficiency.
  • the interactive service in the call described in the embodiment of the present application may include the IMS session service process of 3GPP TS24.229, and the IMS supports the interactive interactive service of audio/video/fax/text through SIP OA negotiation. business.
  • the call processing method provided by the embodiment of the present application can be applied to a call processing system, and the call processing system includes an application service device, an application media device, a content server (CS), and a telephony application server (telephony application server).
  • the call processing system includes an application service device, an application media device, a content server (CS), and a telephony application server (telephony application server).
  • TAS telephony application server
  • call control server border session control equipment (session border controller, SBC), call center (call center) and terminal equipment.
  • SBC border session control equipment
  • call center call center
  • the application service device may be an enhanced calling application server (ECS-AS), the application media device may be an enhanced calling media (enriched calling media, ECM) device, and the call control server may be a call session control function (call session control function, CSCF) device.
  • ECS-AS enhanced calling application server
  • ECM enhanced calling media
  • CSCF call session control function
  • ECS-AS is used to provide interactive services in calls and is a new logical device in the call processing system.
  • the newly added method can be that the ECS-AS is an independent logical device, or it can be merged with the multimedia telephony server (IMS multimedia telephony application server, MMTEL AS) (that is, the functions of the ECS-AS are merged into the MMTEL AS).
  • MMTEL AS multimedia telephony application server
  • the embodiment is not limited.
  • the interaction mode between the ECS-AS and the terminal device is different.
  • the ECS-AS directly establishes a data channel (DC) with the plug-in terminal to transmit the interactive service content.
  • ECS-AS can also control ECM to provide DTMF playback function.
  • the ECS-AS controls the ECM to establish a data channel with the native terminal to transmit the interactive service content.
  • ECM is used to establish data channel with terminal equipment under the control of ECS-AS, or provide DTMF playback function.
  • the ECS-AS and the ECM may be deployed on the same physical device, or may be deployed on different physical devices respectively, which is not limited in this embodiment.
  • the control protocol between ECS-AS and ECM can be the media gateway control protocol (H.248 protocol) or the hypertext transfer protocol (hypertext transfer protocol, HTTP).
  • the CS is used to store data related to interactive services.
  • the CS stores user interface (user interface, UI) page elements and control files.
  • CS can be deployed on the same physical device as ECS-AS, or can be deployed on a physical device separately.
  • the address of the CS can be carried in the uniform resource locator (URL) address message sent by the ECS-AS to the terminal device to notify the terminal device of the CS address;
  • the address of the CS may also be carried in a message sent by a device management (device management, DM) server to the terminal device, which is not limited in this embodiment.
  • DM device management
  • TAS is used to provide voice services and multimedia services for terminal devices, and supports a variety of mainstream telecom network protocols, such as SIP protocol, intelligent network application protocol (INAP), etc.
  • the ECS-AS may subscribe the call event to the TAS, and then after receiving the INVITE call signaling, the TAS may report the call start event to the ECS-AS.
  • the CSCF is the call control center of the IMS core, which can implement functions such as user access, authentication, session routing and service triggering on the IP transmission platform.
  • the CSCF may include a serving CSCF (serving CSCF, S-CSCF), an interrogating CSCF (interrogating CSCF, I-CSCF), and the like.
  • the SBC can be deployed between the access network and the core network to provide border control functions between the access network and the IMS core network and between the IMS core network, and can provide access control, quality of service control and firewall functions such as crossing.
  • the call processing system in this embodiment of the present application includes a calling SBC and a called SBC (also called a called media resource function (MRF)).
  • the calling SBC serves the calling terminal equipment, and the called SBC serves the called SBC.
  • the SBC may include a proxy CSCF (proxy CSCF, P-CSCF) function, that is, the P-CSCF may be deployed in the SBC.
  • the call center adopts functions such as IVR, which can handle a large number of incoming and outgoing phone calls and service operations at the same time. That is to say, a call center is a service organization composed of a group of service personnel in a relatively centralized place, usually using computer communication technology to deal with the consulting needs from enterprises and customers.
  • the terminal equipment may also be referred to as user equipment (user equipment, UE).
  • the terminal device can be a mobile phone (mobile phone), a tablet computer (pad), a computer with wireless transceiver function, a virtual reality (VR) terminal, an augmented reality (AR) terminal, a vehicle, an industrial control (industrial control) ), wireless terminals in self-driving, wireless terminals in smart cities, etc.
  • VR virtual reality
  • AR augmented reality
  • vehicle an industrial control (industrial control)
  • industrial control industrial control
  • FIG. 1a is a schematic structural diagram of a call processing system provided by an embodiment of the present application.
  • the call processing system includes terminal equipment 101a, first SBC 102, ECS-AS/CS 103, TAS 104, CSCF 105, ECM 106, second SBC 107 and call center 108.
  • the terminal device 101a is a plug-in terminal, that is, the terminal device 101a integrates an enhanced calling (Enriched Calling) engine (also referred to as an EC engine), and the Enriched Calling engine can be used as an independent application
  • a program (application, APP) is integrated by the terminal or provided with the factory as a system service inside the terminal.
  • APP application
  • the plug-in terminal can use the call event of the operating system (operating system, OS) of the terminal to pull up, display the UI page on the call interface of the terminal device in the form of a floating window or directly cover the call interface, and through Enriched
  • the Calling engine provides interoperability.
  • the UI pages described in this embodiment may also be called business pages, hypertext markup language 5.0 (HTML5) pages, and visual menus. UI page for business.
  • FIG. 2a is a schematic structural diagram of a plug-in terminal provided by an embodiment of the present application.
  • the plug-in terminal shown in FIG. 2a may include modules such as an Enriched Calling engine, an operating system, a telephony management application (telephony management application), and a coprocessor (coprocessor, CP).
  • the phone management application can invoke the enhanced call, that is, the phone management application and the enhanced call engine APP can be started at the same time, and the two cooperate to implement the call service provided by this embodiment.
  • the enhanced call engine APP and the phone management application run on an application processor (application processor, AP) of the terminal.
  • application processor application processor
  • Coprocessor CP also known as baseband chip plus coprocessor or multimedia accelerator, can enhance multimedia functions.
  • the CP in FIG. 2a supports SIP, session description protocol (session description protocol, SDP), audio and video real-time transport protocol (real-time transport protocol, RTP) and the like.
  • SIP session description protocol
  • SDP session description protocol
  • RTP real-time transport protocol
  • the terminal device can initiate, modify or terminate the interactive multimedia session, so as to realize the interactive service in the call.
  • the Enriched Calling engine in Figure 2a can be used as an independent APP to provide corresponding functions
  • the Enriched Calling engine can include a DC UI and a web engine.
  • the web engine is used to parse the UI page
  • the DC UI is used to display the UI page parsed by the web engine.
  • Fig. 2b is a schematic structural diagram of another plug-in terminal provided by an embodiment of the application, and the Enriched Calling engine in Fig. 2b can be directly used as a system service inside the terminal (for example, realized by a native software development kit (SDK) ) to provide the corresponding function.
  • SDK native software development kit
  • the DC UI and the web engine are also included in FIG. 2b, which are used to realize the functions similar to the DC UI and the web engine shown in FIG. 2a, and will not be repeated here.
  • the DC protocol stack of the SDK solution may include but not limited to stream control transmission protocol (SCTP), datagram transport layer security (datagram transport layer security, DTLS) protocol, user datagram protocol (UDP), etc.
  • SCTP stream control transmission protocol
  • DTLS datagram transport layer security
  • UDP user datagram protocol
  • the above-mentioned protocols can be negotiated through the websocket in the AP.
  • the port numbers and Internet protocol (Internet protocol, IP) addresses of the sender and the receiver are negotiated through the websocket to establish an IP connection between the sender and the receiver.
  • the plug-in terminal device may also support other protocol stacks (such as HTTP and other protocol stacks), which is not limited in this embodiment.
  • the terminal device 101a in FIG. 1a may establish a media channel and a data channel with the first SBC 102, as shown in FIG. 1a.
  • the signaling interface between the terminal device 101a and the first SBC 102 may perform signaling negotiation based on the SIP protocol.
  • the terminal device 101a also establishes a data channel with the ECS-AS/CS 103 for transmitting data related to interactive services.
  • the first SBC 102 serves the terminal device 101a.
  • a media channel or a data channel is also established between each device, or signaling negotiation is performed through a signaling interface.
  • signaling negotiation is performed between the ECS-AS/CS 103 and the TAS 104 based on the HTTP protocol or the H.248 protocol through a signaling interface.
  • signaling negotiation is performed between the ECS-AS/CS 103 and the ECM 106 based on the HTTP protocol or the H.248 protocol through a signaling interface.
  • media channels are established between the ECM 106 and the first SBC 102, and between the ECM 106 and the second SBC 107, and the media channels are used to transmit multimedia services based on RTP.
  • a media channel is established between the second SBC 107 and the call center device 108 for transmitting multimedia audio and video; the second SBC 107 and the call center 108 also conduct signaling negotiation based on the SIP protocol through a signaling interface.
  • the first SBC 102 may be regarded as the calling SBC
  • the second SBC 107 may be regarded as the called SBC.
  • the calling and the called are relative
  • the second SBC 107 serves the call center. If the terminal device 101a and the call center 108 are located in the same IMS network, the first SBC 102 and the second SBC 107 may be the same device.
  • ECS-AS/CS 103 and the ECM 106 may also be combined and set as one device, for example, combined and set as an application server, which is not limited in this embodiment.
  • FIG. 1b is a schematic structural diagram of another call processing system provided by an embodiment of the present application.
  • 1b is similar to FIG. 1a, including the first SBC 102, the ECS-AS/CS 103, the TAS 104, the CSCF 105, the ECM 106, the second SBC 107 and the call center 108.
  • the terminal device 101b in Figure 1b is a DCMTSI (data channel multimedia telephony service for IMS) client (which can be called a DCMTSI (data channel multimedia telephony service for IMS) client that does not require an Enriched Calling engine and complies with the 3GPP TS26.114-g52 and subsequent version protocol standards.
  • the native terminal can establish a data channel with the device through SIP signaling negotiation.
  • the call interface native service in the native terminal can directly provide interactive operations through the call interface.
  • a media channel and a data channel are also established between the terminal device 101b in FIG. 1b and the first SBC 102, and signaling negotiation is performed based on the SIP protocol through the signaling interface, as shown in FIG. 1b.
  • signaling negotiation is performed based on the SIP protocol through the signaling interface, as shown in FIG. 1b.
  • FIG. 1b Different from the connection relationship in FIG. 1a, there is no data channel between the terminal device 101b and the ECS-AS/CS 103 in FIG. 1b, and a data channel is established between the terminal device 101b and the ECM 106 for realizing the description in FIG. 1a.
  • 1b can also be combined and set as one device, for example, combined and set as an application server, then when ECS-AS/CS 103 and ECM 106 are combined and set, terminal device 101b and ECM 106 The data channel between them can be regarded as the data channel between the terminal device 101b and the application server.
  • a media channel or a data channel is also established between each device, and signaling negotiation is performed through a signaling interface.
  • signaling negotiation is performed through a signaling interface.
  • FIG. 3 is a schematic structural diagram of a Native terminal according to an embodiment of the present application.
  • the Native terminal is a DCMTSI (data channel multimedia telephony service for IMS) client that does not require an Enriched Calling engine and follows the 3GPP TS26.114-g52 and subsequent version protocol standards.
  • the Native terminal includes an application processor AP and a coprocessor CP.
  • the application processor can run the phone management application, the call UI application and the DC service.
  • the phone management application makes or connects a call, a data channel is established through the SIP signaling negotiation of the CP.
  • the native terminal DC protocol stack includes but is not limited to protocols such as SCTP/DTLS/UDP, which can be negotiated through SIP in the CP (that is, no built-in websocket is required).
  • the enhanced call application server ECS-AS, the enhanced call media device ECM, the content server CS, and the telephony application server TAS may be combined and set in one device, which may be referred to as an application server, for implementing the above ECS - Function of AS/ECM/CS/TAS.
  • the enhanced call application server ECS-AS, the enhanced call media device ECM, and the content server CS can be combined and set in one application server, the telephone application server TAS is a separate device, and the application server and TAS can be based on the HTTP protocol. Or H.248 protocol for signaling interaction.
  • FIG. 4 is a schematic flowchart of a call processing method provided by an embodiment of the present application.
  • the application server in FIG. 4 includes ECS-AS/CS/ECM, that is, ECS-AS/CS/ECM is combined and set in one application server.
  • the application server in FIG. 4 may also include a TAS.
  • the method can be implemented by the interaction between the application server and the terminal device, including the following steps:
  • the application server obtains first service page information corresponding to the call service
  • the application server When detecting that the call service is connected, the application server sends the first service page information to the terminal device through the data channel; correspondingly, the terminal device receives the first service page information through the data channel;
  • the terminal device displays a corresponding UI page on the call interface based on the information of the first service page.
  • the application server can subscribe the call event to the telephony server TAS, then when the terminal device initiates the call service, the application server can detect that the terminal device initiates the call service.
  • the application server detects that the terminal device initiates a call service it includes two situations:
  • Case 1 The application server receives the call start event from the telephony server, and determines that the terminal device initiates the call service according to the call start event.
  • the application server receives the call start event from the TAS, and the specific triggering method is as follows: the user makes a call, the terminal device sends the INVITE call signaling to the CSCF of the calling IMS core, the CSCF forwards the INVITE call signaling to the TAS, and the TAS sends the INVITE call signaling to the TAS.
  • the application server reports a call start event.
  • the application server receives the call start event, and determines that the terminal device is initiating the call service according to the call start event.
  • Case 2 The application server receives a data channel establishment request message from the terminal device, and determines that the terminal device initiates a call service according to the data channel establishment request message.
  • the operating system in the terminal device can notify the Enriched Calling engine that the call starts, and the Enriched Calling engine can send a data channel establishment request message to the ECS-AS.
  • the ECS-AS receives the data channel establishment request message, and determines that the terminal device is initiating the call service according to the data channel establishment request message.
  • the application server may also perform authentication on the terminal device before establishing a data channel with the terminal device after detecting that the terminal device initiates a call service.
  • the authentication method described in this embodiment may include two-way authentication from the calling side to the called side, or one-way authentication from the terminal device to the application server.
  • the authentication method of the terminal device includes one or more of access authentication, third-party login authentication, user name and password login authentication, or authentication through the device management DM server.
  • Access authentication applicable to the terminal device implemented in the SDK mode as shown in Figure 2b, or the Native terminal as shown in Figure 3.
  • the system service of the Native terminal can be authenticated by using the IMS generic bootstrapping architecture (GBA).
  • GAA IMS generic bootstrapping architecture
  • Third-party login authentication Applicable to terminal devices implemented by APP integration as shown in Figure 2a.
  • the APP in the terminal device is authenticated by the operator's gateway, and the user authorizes the local number with one click to complete the one-way authentication from the terminal device to the application server.
  • the third-party login authentication method based on the local number can avoid newly deploying an account server and managing a user name account system, which is conducive to simplifying the implementation process of the solution.
  • Username and password login authentication Applicable to terminal devices implemented by APP integration as shown in Figure 2a. For example, the user completes the one-way authentication from the terminal device to the application server by entering the user name and password.
  • this authentication method adopts a message similar to the fifth generation ( 5th generation, 5G), and obtains the authentication and authentication token through the 5G message to the DM server, so as to realize one-way authentication from the terminal device to the application server.
  • the application server When the application server detects that the terminal device initiates a call service, it can establish a data channel with the terminal device.
  • the data channel may be regarded as an IMS data channel.
  • the data channel is used to transmit the relevant data of the interactive service in the call, or the data channel can also be used to transmit the indication information between the application server and the terminal device.
  • the application server sends the UI page of the interactive service in the call to the terminal device through the data channel, so that the terminal device can display the UI page on the display interface for the user to interact and browse.
  • the terminal device can establish a data channel with the ECS-AS in the application server, and the ECS-AS can receive signaling from the terminal device through the data channel, or send relevant data of the interactive service in the call to the terminal device .
  • the ECS-AS functions as both a control plane device and a media plane device.
  • the ECS-AS can receive a call start event from a terminal device through a data channel, and the call start event can be regarded as a signaling, that is, the ECS-AS can process the control signaling.
  • the ECS-AS may send the first service page information to the terminal device through the data channel, and the first service page information may be regarded as a set of media data, that is, the ECS-AS may process the data.
  • the terminal device may establish a data channel with the ECM in the application server, and the ECM sends the relevant data of the interactive service in the call to the terminal device through the data channel.
  • the ECM functions as a media plane device
  • the ECS-AS functions as a control plane device.
  • the terminal equipment sends a call start event to the ECM through the data channel, but the ECM cannot process the received call start event.
  • the ECM can send the call start event to the ECS-AS, and the ECS-AS determines that the terminal device initiates the call service according to the call start event, and sends a data channel establishment instruction message to the ECM, instructing the ECM to establish a data channel with the terminal device.
  • the ECM establishes a data channel with the terminal device according to the data channel establishment instruction message. That is, the media plane and the control plane in the application server are separate.
  • the application server detects that the terminal device initiates a call service, and can acquire first service page information corresponding to the call service.
  • the first service page information may be initial service page information corresponding to the call service. For example, if the call service initiated by the terminal device is that the terminal device dials the operator's customer service hotline, then the application server detects that the terminal device dials the operator's customer service hotline, and can obtain the first service page information corresponding to the operator's customer service hotline service.
  • the first service page information includes UI page elements and control files.
  • UI page elements refer to all page elements that constitute a UI page, which may include but are not limited to text, text boxes, pictures, videos, etc. in the UI page.
  • the UI page described in this embodiment may be a hypertext markup language 5.0 (hypertext markup language 5.0, HTML5) page, and the text boxes, pictures, videos and other elements in the HTML5 page that constitute the entire HTML5 page are called UI pages element.
  • the control file refers to a JavaScript script (JS script for short) that can edit UI pages.
  • the JS script includes the rendering rules of the UI page, the display position of the UI page element, and the address or identifier of the next-level UI page pointed to by the UI page element with the directional property.
  • UI page 1 includes a directional UI page element. After the user clicks on the UI page element, the terminal device can determine the address or identifier of the next-level UI page pointed to by the UI page element according to the JS script. Thus, the next-level UI page is displayed on the display interface.
  • the terminal device combines the UI page elements and the control file, that is, the UI page can be displayed on the display interface of the terminal device, and interactive operations can be provided to the user according to the control file.
  • the first service page information in this embodiment may include UI page elements of multiple UI pages, and control files of each UI page.
  • the first service page information may further include UI page elements and URL addresses of control files. That is to say, the first business page information does not directly include the HTML5 page, but includes the URL address of the HTML5 page.
  • the terminal device can determine the content server storing the HTML5 page and the JS script according to the URL address, and obtain the HTML5 page and the JS script from the corresponding content server through the data channel.
  • the application server may acquire the corresponding first service page information based on the call start event. That is to say, when the application server receives the call start event from the telephony server, the application server can obtain the corresponding first service page information according to the call start event.
  • the call start event usually includes the calling number and the called number, then the application server can obtain the first service page information corresponding to the called number according to the called number.
  • the application media device may send the first service page information to the terminal device through a data channel.
  • the terminal device receives the first service page information, and downloads actual service page resources according to page requirements. For example, the terminal device receives the URL address of the initial page, and obtains the initial page and the JS script from the corresponding content server according to the URL address of the initial page.
  • the terminal device can display the initial page on the audio and video call interface. In this embodiment, it is limited that after the application service device detects that the call service is connected, the terminal device displays an HTML5 page on the audio and video call interface. Then, after the terminal device receives the first service page information, if the audio and video call between the terminal device and the call center is not confirmed to be connected, the terminal device can cache the first service page information first, that is, the HTML5 page is not displayed.
  • the application server detects that the call service is connected, which may include the following two situations:
  • Case 1 The application server receives the call connection event from the telephony server, and determines that the call service connection of the terminal device is connected according to the call connection event.
  • the call center sends a 200ok (200 for short) message to the called IMS core, indicating that the call center starts playing.
  • the called IMS core sends a 200 message to the calling IMS core
  • the CSCF in the calling IMS core sends a 200 message to the TAS.
  • the TAS receives the 200 message sent by the CSCF and determines that the call center starts to play, and the TAS can send the call connection event to the application server.
  • the application server receives the call connection event sent by the TAS, so as to determine that the call service between the terminal device and the call center is connected.
  • Case 2 The application server receives the call notification message from the terminal device, and determines that the call service of the terminal device is connected according to the call notification message.
  • the call center sends a 200 message to the called IMS core, indicating that the call center starts playing.
  • the called IMS core sends a 200 message to the calling IMS core
  • the CSCF in the calling IMS core sends a 200 message to the TAS
  • the TAS sends a 200 message to the terminal device.
  • the terminal device receives the 200 message sent by the TAS, determines that the call center starts to play, and the terminal device can send a call notification message to the application server.
  • the application server receives the call notification message sent by the terminal device, so as to determine that the call service between the terminal device and the call center is connected.
  • the application server may acquire the corresponding first service page information based on the call connection event or the call notification message. That is, when the application server receives the call connection event from the telephony server, the application server can obtain the corresponding first service page information according to the call connection event; or, when the application server receives the call notification from the terminal device message, the application server can obtain the corresponding first service page information according to the call notification message. For example, when the application server receives the call connection event and confirms that the call center starts to play the ring tone at the time of initial connection, the application server can obtain the initial HTML5 page.
  • the application server When detecting that the call service is connected, the application server sends the first service page information to the terminal device through the data channel; correspondingly, the terminal device receives the first service page information through the data channel, and downloads the actual service page. For example, if the first service page information includes the URL address of the initial page, the terminal device can obtain the initial page and the control file from the corresponding content server according to the URL address.
  • the application server may also send page indication information to the terminal device, where the page indication information instructs the terminal device to display the UI page corresponding to the first service page information or cache the UI page.
  • the application server sends page indication information to the terminal device to instruct the terminal device to display the initial HTML5 page, then the terminal device can display the page on the display interface. Display the initial HTML5 page.
  • the terminal device receives the first service page information from the application server through the data channel, and when the call service between the terminal device and the call center is connected, a corresponding UI is displayed on the call interface based on the first service page information page.
  • the terminal device may display the corresponding UI page on the call interface in the following two ways:
  • Manner 1 The terminal device displays a UI page corresponding to the first service page in a floating window above the call interface.
  • FIG. 5 is a schematic diagram of a terminal device displaying a UI page corresponding to the first service page information on a call interface according to an embodiment of the present application.
  • the bottom layer of the display interface of the terminal device still displays the existing customer service hotline call interface, as shown by the dotted box in FIG. 5 .
  • the UI page described in this embodiment ie, the visual menu in FIG. 5
  • the user can perform related operations on the existing call interface, for example, click the record button to record.
  • the user can also perform related operations in the visual menu of the floating window, for example, click the service query button to query related services.
  • the terminal device uses Mode 1 to display the UI page corresponding to the first service page, edit a visual menu through JS script, and display the UI page above the existing call interface through the web engine, without modifying or inserting the existing call.
  • the interface is more convenient to implement.
  • Manner 2 The terminal device directly overlays the UI page corresponding to the first service page on the call interface, so that the display interface of the terminal device displays the UI page.
  • FIG. 6a is a schematic diagram of another terminal device displaying a UI page corresponding to the first service page information on a call interface according to an embodiment of the present application.
  • a UI page corresponding to the first service page is displayed on the display interface of the terminal device. That is to say, the visual menu in FIG. 6a completely covers the existing call interface, and is used for displaying the content related to the interactive service in the call.
  • the terminal device when it uses the second method to display the UI page, it may display the relevant elements in the existing call interface on the UI page according to the UI page elements and the control file.
  • the visual menu shown in Figure 6a also includes UI page elements such as the number display part and the dial display part in the existing call interface shown in Figure 5, as shown in the dotted area in Figure 6a .
  • the UI page elements in the dotted line area in FIG. 6a are designed and converted by the application server according to the elements in the existing call interface, and the corresponding UI page elements and control files are generated, so that the terminal device can use the first service page information in the
  • the call interface displays the above UI page elements for implementing similar functions.
  • the terminal device can acquire user operation information.
  • the user operation information refers to information converted from a user operation input by the user on the UI page of the terminal device, that is, the user operation information is used to indicate the user operation performed by the user on the UI page of the terminal device.
  • the user operation may include, but is not limited to, the user's click operation on the UI page, a sliding operation, or an input string, and the like.
  • the user can click any option in the visual menu as shown in Fig. 6a, if the button corresponding to "1. Business inquiry" is clicked, the user operation in this case is to click the "1. Business inquiry” button, corresponding to The user operation information is that the user clicks "1. Business query” on the UI page.
  • the terminal device After acquiring the user operation information, the terminal device can send the user operation information to the application server through the data channel.
  • the application server receives the user operation information from the terminal device, and analyzes the user operation information, so as to obtain the second service page information corresponding to the user operation information.
  • the user operation information received by the application server is that the user clicks "1, business query" on the UI page, and the application server parses and determines that the second business page information corresponding to "1, business query" needs to be obtained.
  • the application server stores multiple pieces of business logic, and each piece of business logic is used to indicate the association between the user operation information of the terminal device and the business page information (including the first business page information and the second business page information). That is to say, the application server can push the corresponding service page information to the terminal device according to the service logic. For example, when the user operation information is that the terminal device clicks the query button in the UI page, the application server obtains the next-level UI page corresponding to the query button according to the business logic, and sends the information including the lower-level UI page corresponding to the query button to the terminal device. Second business page information. For another example, when the terminal device is initially connected, the application server may also acquire the initial service page according to the service logic, and send the first service page information including the initial service page to the terminal device.
  • the application server After acquiring the second service page information corresponding to the user operation information, the application server sends the second service page information to the terminal device through the data channel.
  • the terminal device receives the second service page information, and displays a UI page corresponding to the second service page information on the call interface.
  • FIG. 6b is a schematic diagram of a UI page corresponding to user operation information provided by an embodiment of the present application.
  • the user operation information is that the user clicks "1, business query” on the UI page shown on the left side of Fig. 6b, and the UI page corresponding to the user operation information is shown on the right side of Fig. 6b.
  • the UI page includes specific query options, such as "1, phone bill query", "2, package query”, etc., so that the user can further choose which aspect of the content to specifically query.
  • the operation performed by the user on the UI page of the terminal device may be a cyclic process, that is, the user may perform the operation on the UI page multiple times.
  • the terminal device can separately obtain the operation performed by the user on the UI page each time, generate corresponding user operation information, and send a plurality of user operation information to the application server through the data channel.
  • the multiple user operation information may correspond to multiple second service page information, or may correspond to one second service page information.
  • when multiple user operation information corresponds to one second service page information it means that one second service page information includes respective UI page elements and control files of multiple UI pages.
  • the terminal device may acquire the UI page element and control file of a UI page specifically corresponding to the user operation.
  • FIG. 6c is a schematic diagram of a UI page corresponding to another user operation information provided by an embodiment of the present application.
  • the user operation information is that the user clicks "1, call charge query" on the UI page shown on the left side of Fig. 6c, and the UI page corresponding to the user operation information is shown in Fig. 6c.
  • the UI page includes the specific content of the call charge query, which is displayed in the UI page in the form of text, as shown on the right side of Figure 6c.
  • the UI pages shown in Fig. 6b and Fig. 6c can be included in a second service page information.
  • the user's operation information is that the user clicks "1. Service query" on the UI page shown in Fig.
  • the application server can associate with " 1. All UI pages related to "Service Query” (as shown in Figure 6b and Figure 6c and UI pages corresponding to other service query options) are integrated into a second service page information, and the second service page information is sent to the terminal device.
  • the terminal device receives the second service page information, determines to display part of the UI page (for example, when the user clicks "1, service query", the UI page shown on the right side of Figure 6b is displayed), and caches part of the UI page (for example, the user clicks "1, service”). query”, cache the UI page shown on the right side of Figure 6c).
  • FIG. 6d is a schematic diagram of another UI page corresponding to user operation information provided by an embodiment of the present application.
  • Account recharge again, that is, the user operation information is that the user clicks "2.
  • Account on the UI page shown on the left side of Figure 6d recharge".
  • the terminal device does not search for the UI page element and control file corresponding to the user operation information from the cached service page information (for example, a keyboard needs to be displayed)
  • the terminal device can send the user operation information to the application server, requesting to obtain the user operation information
  • the corresponding second business page information for example, the UI page shown on the right side of Figure 6d is obtained, and the keyboard is displayed on the UI page through a JS script.
  • the application server may also generate audio information based on the user operation information, and send the audio information to the call center.
  • the audio information in this embodiment includes a DTMF signal.
  • the application server can perform DTMF conversion on user operation information, convert it into a DTMF signal, and send the DTMF signal to the call center through in-band.
  • the IMS session business process based on 3GPP TS24.229 can support audio/video/fax/text interaction through SIP OA negotiation, and support DTMF playback and number collection. That is to say, the application server generates audio information based on user operations, and sends the audio information to the call center, which can realize the synchronization of interactive services in the data channel and DTMF playback in the media channel.
  • the application server may establish a media channel with the call center, and use the media channel with the call center through the media channel. Send audio messages to the call center.
  • a media channel is established between the terminal device and the call center.
  • a media channel is established between the terminal device and the calling SBC
  • a media channel is established between the calling SBC and the called IMS core
  • a media channel is established between the called IMS core and the call center. It can be seen that the above-mentioned media channel can realize the voice intercommunication between the terminal device and the call center.
  • the application server can concatenate itself into the media channel between the terminal device and the call center. For example, the application server establishes a media channel with the calling SBC and a media channel with the called IMS core, thereby establishing a media channel with the call center, and can send audio information to the call center through the media channel.
  • the terminal device can send service termination operation information to the application server through the data channel to release the data channel.
  • the service termination operation information indicates termination of the interactive service in the call.
  • the application server receives the service termination operation information from the terminal device, determines that the user no longer needs to use the data channel, and releases the data channel.
  • the media channel between the terminal device and the call center remains connected.
  • the application server can send switching playback information to the media channel based on the service termination operation information, and the call center receives the switching playback information and transfers the manual customer service.
  • the terminal device can send the BYE signaling to the calling IMS core, and the calling IMS core forwards the BYE signaling to the telephony server.
  • the telephony server receives the BYE signaling, determines that the user hangs up, and can send a call end event to the application server.
  • the application server receives the call end event and releases the data channel based on the call end event. In this case, since the user has hung up, the media channel between the terminal device and the call center no longer needs to remain connected. The application server can also release the media channel with the call center.
  • An embodiment of the present application provides a call processing method, which can be implemented by interaction between an application server and a terminal device.
  • the application server detects that the terminal device initiates a call service, it establishes a data channel with the terminal device, and acquires first service page information corresponding to the call service.
  • the application server detects that the call service is connected, it sends the first service page information to the terminal device through the data channel, so that the terminal device displays the corresponding UI page based on the first service page information on the call interface.
  • the application server associates the original call service with the interactive data channel service, and the application server sends the service page information to the terminal device, so that the terminal device can realize the interactive service in the call, which is beneficial to improve the call processing system. The processing efficiency of the call business.
  • FIG. 7 is a schematic diagram of an interactive service processing flow in a call according to an embodiment of the present application.
  • the terminal device in the call processing system of Fig. 1a can be a plug-in terminal, that is, an interactive service can be realized through the Enriched Calling engine and the operating system.
  • the Enriched Calling engine can register the detected call status of the terminal device with the operating system of the terminal device; the application service device (Enriched Calling AS) subscribes call events to the telephony server (TAS), as shown by the dotted arrow in the business process in Figure 7 shown.
  • TAS telephony server
  • the devices that execute various business processes include terminal devices, border session control devices, calling IMS core network devices (including call control servers), telephony servers (including open APIs), application service devices, and application media equipment, called IMS core network equipment and call center/called equipment.
  • IMS core network devices including call control servers
  • telephony servers including open APIs
  • application service devices including open APIs
  • application media equipment called IMS core network equipment and call center/called equipment.
  • Step 1-5 The user makes a call, and the terminal device sends an INVITE call signaling, which is forwarded to the called IMS core network device through the border session control device (the calling SBC device) and the calling IMS core network device (ie the calling IMS Core). (that is, the called IMS core), and then forwarded by the called IMS core network device to the call center/called device, as shown in steps 1, 4 and 5 in Figure 7.
  • the calling IMS core network device may also forward the INVITE call signaling to the telephony server, and the telephony server sends a call start event to the application service device according to the aforementioned subscription call event, as shown in steps 2 and 3 in FIG. 7 . in,
  • Method 1 Triggered by the phone server (open API) to the application service device.
  • Mode 2 Triggered by the call control server (CSCF) to the application service device.
  • CSCF call control server
  • the operating system of the terminal device obtains the call start event and sends the call start event to the Enriched Calling engine, as shown in step 1.1 in Figure 7.
  • Step P1 The Enriched Calling engine of the terminal device performs authentication and authentication.
  • the authentication method shown in step P1 may include IMS GBA authentication (such as access authentication) between the terminal device and the IMS network, or one-way authentication (such as third-party login authentication) from the terminal device to the application server.
  • IMS GBA authentication such as access authentication
  • one-way authentication such as third-party login authentication
  • Step 6 After the Enriched Calling engine of the terminal device passes the authentication, it sends a data channel establishment request message to the application service device.
  • the data channel establishment request message includes the authentication token Token.
  • Step P2 According to the authentication method of P1, the application service device goes to the corresponding authentication server to verify the authentication Token.
  • Step 7 The application service device verifies the Token according to the authentication and authentication method of the terminal device to the corresponding authentication server; after the verification is successful, it sends a data channel connection response message to the terminal device, and establishes data with the Enriched Calling engine of the terminal device. aisle.
  • Step 8 The Enriched Calling engine sends a call start event to the application service device through the data channel.
  • the call start event may include the calling number and the called number of the current call.
  • Step 9 The application service device obtains the first service page information corresponding to the call start event according to the call start event of the telephony server and/or the call start event sent by the Enriched Calling engine, and sends the first service page information to the Enriched Calling engine.
  • the application service device may base on the first service page information corresponding to the called number in the call start event.
  • the application service device may also create a session and record a session identification (identify, ID).
  • the application service device may first send the first service page information to the terminal device, and the terminal device may cache the first service page information after receiving it, and then display the corresponding UI page after confirming that the call service is connected.
  • the terminal device may cache the first service page information after receiving it, and then display the corresponding UI page after confirming that the call service is connected.
  • Step P3 The Enriched Calling engine receives the information of the first service page, and downloads the corresponding UI page and control file. Among them, if the application service device sends the URL address of the HTML5 page, the Enriched Calling engine needs to download the complete HTML5 page to the corresponding content server, whether to cache or directly display depends on whether the call is connected (that is, until the terminal device confirms that the call service is connected) After the connection is completed, the corresponding UI page is displayed).
  • Step 10-13 The call center/called device sends a 183 message to the called IMS core network device, and the 183 message indicates that the call is in progress.
  • the called IMS core network device sends a 183 message to the calling IMS core network device, and the calling side (terminal device) and the called side (call center/called device) establish a media channel.
  • the calling IMS core network device can also send 183 messages to the telephony server and the Enriched Calling engine respectively, and the terminal device establishes a media channel with the call center/called device.
  • the established media channel is used to transmit audio and video data.
  • Steps 14-17 The call center/called device sends a 180 message to the called IMS core network device, and the 180 message indicates that the call is ringing.
  • the called IMS core network device sends a 180 message to the calling IMS core network device, indicating that the called side is ringing.
  • the calling IMS core network device may also send 180 messages to the telephony server and the Enriched Calling engine respectively, indicating that the called side is ringing.
  • Step 18 The telephony server sends a call ringing event to the application service device according to the call subscription event.
  • the application service device may send updated service page information to the terminal device.
  • Step 19-21 After the application service device obtains the media endpoint (the IP address and/or port number of the application media device) from Enriched Calling Media, and updates the original (original) O-side and terminal (terminal) T-side media through SIP negotiation,
  • the application media device is serially connected to the media channel, so that it can be converted into an in-band signal and transmitted in the media channel according to the user's interactive operation.
  • the O side refers to the terminal device
  • the T side refers to the call center/called device.
  • the media channel between the terminal device and the called center consists of 4 segments, namely the terminal device - border session control device - application media device - called IMS core network Device - Call Center/Called Device.
  • Steps 22-25 The call center/called device sends a 200ok message (referred to as 200 message) to the called IMS core network device, the 200 message indicates that the call has been connected, and the call center starts to play (or the terminal device and the called device start call).
  • the called IMS core network device sends a 200 message to the calling IMS core network device.
  • the calling IMS core network device may also send 200 messages to the telephony server and the Enriched Calling engine respectively, indicating that the call has been connected.
  • Step 26 The telephony server sends a call connection event to the application service device according to the call subscription event.
  • Step 27 The application service device sends page indication information to the Enriched Calling engine through the data channel.
  • the Enriched Calling engine can display the UI page on the audio and video call interface according to the page indication information. If the terminal device refreshes the UI page after the call service is connected, the application service device can send new service page information to the Enriched Calling engine through the data channel.
  • Step 28 After the user performs the page operation, the operating system of the terminal device obtains the user operation information corresponding to the page operation performed by the user, and the Enriched Calling engine sends the user operation information to the application service device through the data channel.
  • Step P4 The application service device performs service identification according to the reported user operation information, obtains second service page information according to the user operation information, or obtains an audio conversion instruction message according to the user operation information.
  • Steps 29-31 the application service device sends an audio conversion instruction message to the application media device; correspondingly, the application media device receives the audio conversion instruction message, and generates audio information according to the audio conversion instruction information, thereby realizing that the user operation is converted into audio information (such as DTMF signal), the application media device then sends the audio information to the call center/called device via in-band.
  • the application service device also sends the second service page information to the Enriched Calling engine through the data channel.
  • the Enriched Calling engine can download the corresponding UI page and control file (same as step P3).
  • Steps 27-31 described in this embodiment can be looped, that is, the user can perform page operations multiple times, and the application service device and the application media device will also perform corresponding operations multiple times according to the user operation information.
  • steps 32-37 may also be included.
  • Step 32 After the user performs the page operation, the operating system obtains the service termination operation information corresponding to the page operation performed by the user, and the Enriched Calling engine sends the service termination operation information to the application service device through the data channel to terminate the current interactive service.
  • Step P5 The application service device performs service identification according to the service termination operation information, and acquires a service termination indication message according to the service termination operation information.
  • Steps 33-35 The application service device determines that the terminal device no longer needs the data channel according to the service termination operation information (for example, the user actively closes the second service page information displayed on the UI interface or transfers to manual customer service), and the application service device releases the Enriched Calling engine. data channel between.
  • the service termination operation information for example, the user actively closes the second service page information displayed on the UI interface or transfers to manual customer service
  • the application service device further sends the manual transfer instruction information to the application media device, instructing the application media device to convert the operation of switching to the manual service into audio information, and the application media device sends the audio information in-band to Call Center.
  • the call center is switched to manual customer service.
  • Steps 36-37 The application service device updates the O-side/T-side media through SIP negotiation, and the application media device exits the media channel.
  • Steps 38-41 After the interactive service is completed, the user performs an on-hook operation, and the terminal device can send a BYE signaling.
  • the BYE signaling is forwarded to the called IMS core network device through the calling IMS core network device, and then sent by the called IMS core network device.
  • the network device forwards it to the call center/called device.
  • Step 42 The telephony server sends a call end event to the application service device according to the call subscription event;
  • Step 43 The operating system of the terminal device captures the call end event and notifies the Enriched Calling engine that the call ends.
  • Step 44 The Enriched Calling engine of the terminal device sends a data channel release request message to the application service device, and the terminal device can also release the audio and video media channels synchronously.
  • Step P6 and Step 45 The application service device releases the data channel and releases the media endpoint.
  • the overall service flow is shown in FIG. While the user is making a call, the interactive service in the call is realized.
  • the interactive service in the call may be terminated when the user transfers to a human customer service, the user actively closes the interactive page, or the terminal device sends a BYE signaling (ie, the user hangs up).
  • FIG. 8 is a schematic diagram of another interactive service processing flow in a call provided by an embodiment of the present application.
  • the terminal device in the call processing system shown in FIG. 1b is a Native terminal, that is, an interactive service in a call is realized through a DCMTSI client (including a data channel and a web engine supporting the interactive service in a call) specified in the protocol.
  • the application service device Enriched Calling AS
  • TAS telephony server
  • the equipment that executes the entire business process includes terminal equipment, border session control equipment, calling IMS core network equipment (including call control server), telephony server (including open interface), application service equipment (including data channel server) (data channel server, DCS)), application media equipment, called IMS core network equipment, and call center/called equipment, including the following business processes:
  • Step 1-9 The Native terminal establishes a data channel (such as a bootstrap data channel) through SIP signaling negotiation.
  • a data channel such as a bootstrap data channel
  • the INVITE message in Fig. 8 includes the relevant information of the data channel.
  • the INVITE message includes information such as the attribute, quality of service, and flow ID of the data channel, and is used for negotiation of the data channel.
  • the Native terminal may also negotiate to establish a data channel through other messages.
  • the application service device negotiates with the terminal device to establish a data channel through an UPDATE message, or the application service device negotiates with the terminal device to establish a data channel through a Re-Invite message.
  • Step 10 After the Native terminal establishes a data channel with the application service device, the terminal device sends a data channel application request message to the application service device through the data channel, requesting to obtain the data channel application corresponding to the current call service (the function is similar to that in FIG. 7 . call start event of step 8).
  • the data channel application request message may also include the calling number/called number, so that the application service device can associate the data channel application request message with the INVITE message in steps 1-5.
  • the Native terminal requests to obtain the data channel application of the call center/called device (similar to the first service page information in FIG. 7 ).
  • the data channel application (data channel application, DC APP) is composed of HTML web pages (including JS scripts), images and style sheets.
  • the data channel server described in 3GPP TS 26.114 is used to establish a data channel with the native terminal, and can distribute the data channel application to the terminal device. That is to say, the DCS can also implement the functions of the ECS-AS in the interactive service processing flow during the call.
  • Step 11 The application service device sends the corresponding data channel application to the terminal device (similar to step 9 in FIG. 7).
  • the application service device includes the data channel repository (DCR) function described in 3GPP TS26.114, which can be used to store the data channel application of the native terminal, that is, the data channel repository can also be stored in the data channel repository.
  • DCR data channel repository
  • the CS-like functions are implemented in the interactive business processing flow during the call.
  • the data channel warehouse can be deployed independently or combined with the application service equipment.
  • Steps 12-21 180 messages and 200ok messages are transmitted between the terminal device and the call center/called device. Among them, the transmission of 180 messages and 200 messages between the terminal device and the call center/called device is similar to the transmission process in FIG. 7 . Reference can be made to the descriptions in steps 14-25 in FIG. 7 , which will not be repeated here. .
  • Steps 22-23 After the terminal device operates the data channel application of the call center/called device, for example, when the terminal device allows to use the data channel application of the call center/called device, the connection between the terminal device and the call center/called device will be Establish the corresponding application data channel (such as non-bootstrap data channel).
  • the application data channel such as non-bootstrap data channel
  • the Native terminal can only establish a data channel with the ECS-AS, and does not need to establish an application data channel for different applications. That is to say, the data channel application between the terminal device and the ECS-AS can be directly transmitted on the data channel, that is, steps 22-23 are optional steps in this embodiment.
  • a unilateral application data channel (such as between a terminal device and an application service device) can be established.
  • non-bootstrap data channel for customer-to-customer (customer-to-customer, C2C) services, a non-bootstrap data channel can be established between the terminal device on the calling side and the terminal device on the called side.
  • the data channel application between the terminal device and the application service device may be the first service page information or the second service page information in the foregoing embodiment.
  • the data channel application between the calling-side terminal device and the called-side terminal device may be a calling card.
  • the calling-side terminal device can send a call card to the called-side terminal device, and the call card can be regarded as an initial service page, including UI page elements, which are used to indicate the identity information of the calling-side terminal device or the incoming call intention.
  • Steps 24-27 The call center/called device acquires user operation information of the terminal device, and plays audio according to the user operation information.
  • the call center/called device acquires user operation information of the terminal device, and plays audio according to the user operation information.
  • the user inputs an operation by clicking the button on the UI page, and the terminal device converts the user operation into user operation information and sends it to the application service device through the data channel.
  • User action information The application service device instructs the application media device to convert the user operation information into audio information (eg DTMF signal), and send it to the call center/called device through the media channel.
  • the terminal device sends the user operation information to the application service device through the data channel, and at the same time, directly sends the audio information corresponding to the user operation information to the call center/called device through the media channel, without the application service device reporting the operation and the DTMF conversion.
  • Steps 28-40 Both the data channel and the media channel between the terminal device and the call center/called device are released.
  • the process of releasing the data channel and the media channel is similar to the release process in FIG. 7 , and reference may be made to the descriptions in steps 32-45 in FIG. 7 , which will not be repeated here.
  • FIGS. 9 to 12 The call processing method and the call processing system of the embodiments of the present application are described in detail above with reference to FIGS. 1 a to 8 , and the call processing apparatus and related equipment of the embodiments of the present application are described in detail below with reference to FIGS. 9 to 12 . It should be understood that the call processing apparatus and related devices shown in FIGS. 9 to 12 can implement one or more steps in the method flows shown in FIGS. 4 , 7 and 8 . In order to avoid repetition, detailed description is omitted here.
  • FIG. 9 is a schematic structural diagram of a call processing apparatus provided by an embodiment of the present application.
  • the call processing apparatus shown in FIG. 9 is used to implement the method executed by the application server in the embodiment shown in FIG. 4 , and includes a processing unit 901 and a transceiver unit 902 .
  • the processing unit 901 is configured to establish a data channel with the terminal device when detecting that the terminal device initiates or receives a call service; the processing unit 901 is further configured to acquire first service page information corresponding to the call service.
  • the transceiver unit 902 is configured to send the first service page information to the terminal device through the data channel.
  • the transceiver unit 902 is configured to send the UI page elements and control files in the first service page information to the terminal device, or the transceiver unit 902 is configured to send the UI page in the first service page information to the terminal device URL addresses of elements and control files.
  • the transceiver unit 902 is configured to receive a call start event from a telephony server, and the processing unit 901 is configured to determine that the terminal device initiates a call service according to the call start event; or, the transceiver unit 902 is configured to receive data from the terminal device Channel establishment request message, the processing unit 901 is configured to determine that the terminal device initiates the call service according to the data channel establishment request message.
  • the transceiver unit 902 is configured to receive a called start event from a telephony server, and the processing unit 901 is configured to determine according to the called start event that the terminal device receives a call service; or, the transceiver unit 902 is configured to receive a call service from the terminal device the data channel establishment request message, the processing unit 901 is configured to determine, according to the data channel establishment request message, that the terminal device initiates or receives a call service.
  • the transceiver unit 902 is configured to receive a call response message from a telephony server or a terminal device, and the processing unit 901 is configured to determine that the terminal device receives a call service according to the call response message.
  • the call answer message is a 200ok message.
  • the transceiver unit 902 is configured to receive a call connection event from a telephony server, and the processing unit 901 is used to determine that the call service connection of the terminal device is connected according to the call connection event; or, the transceiver unit 902 is used to receive an event from The call notification message of the terminal device, and the processing unit 901 is configured to determine, according to the call notification message, that the call service of the terminal device is connected.
  • the processing unit 901 is configured to acquire the corresponding first service page information based on one of a call start event, a call notification message or a call connection event.
  • the processing unit 901 is configured to acquire the first service page information corresponding to the called number according to the called number included in the call start event.
  • the transceiver unit 902 is configured to receive user operation information from the terminal device through a data channel, the processing unit 901 is configured to acquire the corresponding second service page information based on the user operation information, and the transceiver unit 902 is configured to send the terminal device to Send the second business page information.
  • the transceiver unit 902 is used to receive user operation information from the terminal device through a data channel, the processing unit 901 is used to generate audio information based on the user operation information, and the transceiver unit 902 is used to send the audio information to the call center.
  • the processing unit 901 is configured to establish a media channel with the call center, and the transceiver unit 902 is configured to send audio information to the call center through the media channel.
  • the processing unit 901 is configured to connect the application server to the media channel between the terminal device and the call center in series, so as to establish the media channel with the call center.
  • the transceiver unit 902 is configured to send page indication information to the terminal device through the data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the corresponding UI page.
  • the transceiver unit 902 is configured to receive service termination operation information from the terminal device through the data channel, and the processing unit 901 is configured to release the data channel.
  • the service termination operation information indicates termination of the interactive service in the call.
  • the transceiver unit 902 is configured to receive a call end event from the telephony server, and the processing unit 901 is configured to release the data channel based on the call end event.
  • the processing unit 901 is configured to establish a data channel with the terminal device if the terminal device passes the authentication when it is detected that the terminal device initiates the call service.
  • FIG. 10 is a schematic structural diagram of an application server provided by an embodiment of the present application.
  • the application server may be a device (eg, a chip) having the call processing function described in the embodiment shown in FIG. 4 .
  • the application server may include a transceiver 1001 , at least one processor 1002 and a memory 1003 .
  • the transceiver 1001, the processor 1002 and the memory 1003 may be connected to each other through one or more communication buses, or may be connected to each other in other ways.
  • the transceiver 1001 may be used for sending data or receiving data. It is understood that the transceiver 1001 is a general term and may include a receiver and a transmitter. For example, the receiver is used to receive user operation information from the terminal device. For another example, the transmitter is configured to send the first service page information to the terminal device.
  • the processor 1002 may be configured to process the data of the application server, for example, obtain first service page information corresponding to the call service.
  • the processor 1002 may include one or more processors, for example, the processor 1002 may be one or more central processing units (CPUs), network processors (NPs), hardware chips, or any combination thereof .
  • the processor 1002 is a CPU, the CPU may be a single-core CPU or a multi-core CPU.
  • the memory 1003 is used for storing program codes and the like.
  • the memory 1003 may include a volatile memory (volatile memory), such as random access memory (RAM); the memory 1003 may also include a non-volatile memory (non-volatile memory), such as a read-only memory (read- only memory, ROM), flash memory (flash memory), hard disk drive (HDD) or solid-state drive (solid-state drive, SSD); the memory 1003 may also include a combination of the above-mentioned types of memory.
  • processor 1002 and memory 1003 may be coupled through an interface, or may be integrated together, which is not limited in this embodiment.
  • transceiver 1001 and the processor 1002 described above can be used in the call processing method in the embodiment shown in FIG. 4 , where the specific implementation is as follows:
  • the processor 1002 is configured to establish a data channel with the terminal device when it is detected that the terminal device initiates or receives a call service; the processor 1002 is further configured to acquire first service page information corresponding to the call service; When connected, the transceiver 1001 is configured to send the first service page information to the terminal device through the data channel.
  • the transceiver 1001 is configured to send the UI page elements and control files in the first service page information to the terminal device, or the transceiver 1001 is configured to send the UI page in the first service page information to the terminal device URL addresses of elements and control files.
  • the transceiver 1001 is configured to receive a call start event from a telephony server, and the processor 1002 is configured to determine according to the call start event that a terminal device initiates a call service; or, the transceiver 1001 is configured to receive data from the terminal device Channel establishment request message, the processor 1002 is configured to determine that the terminal device initiates the call service according to the data channel establishment request message.
  • the transceiver 1001 is configured to receive a called start event from a telephony server, and the processor 1002 is configured to determine that the terminal device receives a call service according to the called start event; or, the transceiver 1001 is configured to receive a call service from the terminal device the data channel establishment request message, the processor 1002 is configured to determine, according to the data channel establishment request message, that the terminal device initiates or receives a call service.
  • the transceiver 1001 is configured to receive a call response message from a telephony server or a terminal device, and the processor 1002 is configured to determine that the terminal device receives a call service according to the call response message.
  • the call answer message is a 200ok message.
  • the transceiver 1001 is configured to receive a call connection event from a telephony server, and the processor 1002 is used to determine that the call service connection of the terminal device is connected according to the call connection event;
  • the call notification message of the terminal device, and the processor 1002 is configured to determine, according to the call notification message, that the call service of the terminal device is connected.
  • the processor 1002 is configured to acquire the corresponding first service page information based on one of a call start event, a call notification message or a call connection event.
  • the processor 1002 is configured to acquire first service page information corresponding to the called number according to the called number included in the call start event.
  • the transceiver 1001 is configured to receive user operation information from the terminal device through a data channel, the processor 1002 is configured to acquire the corresponding second service page information based on the user operation information, and the transceiver 1001 is configured to send the terminal device to Send the second business page information.
  • the transceiver 1001 is used to receive user operation information from the terminal device through a data channel, the processor 1002 is used to generate audio information based on the user operation information, and the transceiver 1001 is used to send the audio information to the call center.
  • the processor 1002 is configured to establish a media channel with the call center, and the transceiver 1001 is configured to send audio information to the call center through the media channel.
  • the processor 1002 is configured to connect the application server to the media channel between the terminal device and the call center in series, so as to establish the media channel with the call center.
  • the transceiver 1001 is configured to send page indication information to the terminal device through the data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the corresponding UI page.
  • the transceiver 1001 is configured to receive service termination operation information from a terminal device through a data channel, and the processor 1002 is configured to release the data channel.
  • the service termination operation information indicates termination of the interactive service in the call.
  • the transceiver 1001 is configured to receive a call end event from the telephony server, and the processor 1002 is configured to release the data channel based on the call end event.
  • the processor 1002 is configured to, when detecting that the terminal device initiates a call service, establish a data channel with the terminal device if the terminal device is authenticated.
  • FIG. 11 is a schematic structural diagram of another call processing apparatus provided by an embodiment of the present application.
  • the call processing apparatus shown in FIG. 11 is used to implement the method executed by the terminal device in the embodiment shown in FIG. 4 , and includes a processing unit 1101 and a transceiver unit 1102 .
  • the processing unit 1101 when initiating or receiving a call service, the processing unit 1101 is configured to establish a data channel with the application server.
  • the transceiver unit 1102 is configured to receive the first service page information corresponding to the call service through the data channel.
  • the processing unit 1101 displays the corresponding UI page on the call interface based on the information of the first service page.
  • the transceiver unit 1102 is configured to receive the UI page elements and control files included in the first service page information through the data channel; or, the transceiver unit 1102 is configured to receive the UI page included in the first service page information through the data channel URL addresses of elements and control files.
  • the processing unit 1101 is configured to establish a media channel with the call center, and receive the media stream of the call through the media channel.
  • the processing unit 1101 is configured to establish a media channel with the call center through the border gateway controller, and receive the media stream of the call through the media channel.
  • the transceiver unit 1102 is configured to receive the 183 message from the call control server, and send a call start event to the application server.
  • the transceiver unit 1102 is configured to receive the 200 message from the call control server, and send a call notification message to the application server.
  • the processing unit 1101 is configured to acquire user operation information
  • the transceiver unit 1102 is configured to send the user operation information to the application server through the data channel, and receive the second service page information corresponding to the user operation information through the data channel.
  • the transceiver unit 1102 is configured to receive page indication information from the application server through the data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the UI page.
  • the processing unit 1101 is configured to display the corresponding UI page based on the information of the first service page in a manner of covering the call interface; or, the processing unit 1101 is configured to display the first service page in a floating window above the call interface The UI page corresponding to the information.
  • the transceiver unit 1102 is configured to send service termination operation information to the application server through the data channel, where the service termination operation information indicates termination of the interactive service in the call.
  • the processing unit 1101 is configured to establish a data channel with the application server if the terminal device passes the authentication when initiating or receiving a call service.
  • FIG. 12 is a schematic structural diagram of a terminal device provided by an embodiment of the present application.
  • the terminal device may include a transceiver 1201 , at least one processor 1202 and a memory 1203 .
  • the transceiver 1201, the processor 1202 and the memory 1203 may be connected to each other through one or more communication buses, or may be connected to each other in other ways.
  • the transceiver 1201 may be used for sending data or receiving data. It can be understood that the transceiver 1201 is a general term and may include a receiver and a transmitter.
  • the transmitter is used to send user operation information to the application server.
  • the receiver is configured to receive the first service page information from the application server.
  • the processor 1202 may be configured to process data of the terminal device, for example, display a corresponding UI page on the call interface based on the information of the first service page.
  • the processor 1202 may include one or more processors, for example, the processor 1202 may be one or more central processing units (CPUs), network processors (NPs), hardware chips, or any combination thereof .
  • the processor 1202 is a CPU, the CPU may be a single-core CPU or a multi-core CPU.
  • the memory 1203 is used for storing program codes and the like.
  • the memory 1203 may include a volatile memory (volatile memory), such as random access memory (RAM); the memory 1203 may also include a non-volatile memory (non-volatile memory), such as a read-only memory (read- only memory, ROM), flash memory (flash memory), hard disk drive (HDD) or solid-state drive (solid-state drive, SSD); the memory 1203 may also include a combination of the above-mentioned types of memory.
  • processor 1202 and memory 1203 may be coupled through an interface, or may be integrated together, which is not limited in this embodiment.
  • transceiver 1201 and processor 1202 can be used in the call processing method in the embodiment shown in FIG. 4 , where the specific implementation is as follows:
  • the processor 1202 When initiating or receiving a call service, the processor 1202 is configured to establish a data channel with the application server.
  • the transceiver 1201 is configured to receive the first service page information corresponding to the call service through the data channel.
  • the processor 1202 displays a corresponding UI page on the call interface based on the information of the first service page.
  • the transceiver 1201 is configured to receive the UI page elements and control files included in the first service page information through the data channel; or, the transceiver 1201 is configured to receive the UI page included in the first service page information through the data channel URL addresses of elements and control files.
  • the processor 1202 is configured to establish a media channel with the call center, and receive the media stream of the call through the media channel.
  • the processor 1202 is configured to establish a media channel with the call center through the border gateway controller, and receive the media stream of the call through the media channel.
  • the transceiver 1201 is configured to receive the 183 message from the call control server and send the call start event to the application server.
  • the transceiver 1201 is configured to receive the 200 message from the call control server, and send the call notification message to the application server.
  • the processor 1202 is configured to acquire user operation information
  • the transceiver 1201 is configured to send the user operation information to the application server through the data channel, and receive the second service page information corresponding to the user operation information through the data channel.
  • the transceiver 1201 is configured to receive page indication information from an application server through a data channel, where the page indication information is used to instruct the terminal device to display the UI page corresponding to the first service page information or cache the UI page.
  • the processor 1202 is configured to display a corresponding UI page based on the information of the first service page in a manner of covering the call interface; or, the processor 1202 is configured to display the first service page in a floating window above the call interface The UI page corresponding to the information.
  • the transceiver 1201 is configured to send service termination operation information to the application server through the data channel, where the service termination operation information indicates termination of the interactive service in the call.
  • the processor 1202 is configured to establish a data channel with the application server if the terminal device passes the authentication when initiating or receiving a call service.
  • An embodiment of the present application provides a call processing system, where the call processing system includes the application server and the terminal device described in the foregoing embodiments.
  • An embodiment of the present application provides a computer-readable storage medium, where a program or an instruction is stored in the computer-readable storage medium, and when the program or instruction is executed on a computer, the computer can execute the call processing method in the embodiment of the present application.
  • An embodiment of the present application provides a chip or a chip system, the chip or chip system includes at least one processor and an interface, the interface and the at least one processor are interconnected by a line, and the at least one processor is used to run a computer program or instruction to perform the present application The call processing method in the embodiment.
  • the interface in the chip may be an input/output interface, a pin or a circuit, or the like.
  • the chip system in the above aspects may be a system on chip (system on chip, SOC), or a baseband chip, etc.
  • the baseband chip may include a processor, a channel encoder, a digital signal processor, a modem, an interface module, and the like.
  • the chip or chip system described above in this application further includes at least one memory, where instructions are stored in the at least one memory.
  • the memory may be a storage unit inside the chip, such as a register, a cache, etc., or a storage unit of the chip (eg, a read-only memory, a random access memory, etc.).
  • a computer program product includes one or more computer instructions.
  • the computer may be a general purpose computer, a special purpose computer, a computer network, or other programmable device.
  • Computer instructions may be stored in or transmitted from one computer-readable storage medium to another computer-readable storage medium, for example, the computer instructions may be transmitted from a website site, computer, server, or data center over a wire (e.g.
  • coaxial cable, optical fiber, digital subscriber line (DSL)) or wireless (eg infrared, wireless, microwave, etc.) means to transmit to another website site, computer, server or data center.
  • a computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device such as a server, a data center, or the like that includes an integration of one or more available media.
  • the available media may be magnetic media (eg, floppy disks, hard disks, magnetic tapes), optical media (eg, high-density digital video discs (DVDs)), or semiconductor media (eg, solid state disks, SSD)) etc.

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Abstract

本申请实施例提供一种呼叫处理方法，该方法可以由应用服务器和终端设备之间的交互实现。其中，应用服务器检测到终端设备发起或接收呼叫业务时，建立与终端设备之间的数据通道，并获取与呼叫业务对应的第一业务页面信息。应用服务器检测到呼叫业务接通时，通过数据通道向终端设备发送第一业务页面信息，以使终端设备在通话界面基于第一业务页面信息显示对应的UI页面。可见，应用服务器将原有的通话业务与互动式数据通道业务关联起来，由应用服务器向终端设备下发业务页面信息，从而使得终端设备可以实现通话中的互动式业务，有利于提高呼叫处理系统对通话业务的处理效率。

Description

一种呼叫处理方法、呼叫处理装置及相关设备 技术领域
本申请涉及通信技术领域，尤其涉及一种呼叫处理方法、呼叫处理装置及相关设备。
背景技术
基于IP多媒体系统(IP multimedia system，IMS)的电信网络呼叫中心在电信、银行、保险、消费等行业得到了广泛的应用，一般被称之为自动座席、客户中心或者客服热线。其中，互动式语音应答(interactive voice response，IVR)作为客服热线的语音平台，可以提供多层语音菜单，通过预先录制或合成的语音进行电话应答，从而为客户进行电话呼入时提供语音菜单导航的功能。
对于移动用户而言，拨打客服热线的自助服务流程主要还是以IVR语音导航为主，或者采用与人工进行沟通，或者采用按键式固定的交互方式。在上述几种自助服务的过程中，客户需要仔细倾听甚至重听语音导航才能选择正确的按键选项，导致呼叫处理延迟，降低处理效率。
发明内容
本申请实施例提供一种呼叫处理方法、呼叫处理装置及相关设备，该方法可以实现通话中的互动式业务，有利于提高呼叫处理系统对通话业务的处理效率。
第一方面，本申请实施例提供一种呼叫处理方法，该方法可以由应用服务器所执行。其中，应用服务器检测到终端设备发起或接收呼叫业务时，建立与终端设备之间的数据通道；应用服务器获取与呼叫业务对应的第一业务页面信息；应用服务器检测到呼叫业务接通时，通过数据通道向终端设备发送第一业务页面信息。
可见，应用服务器将原有的通话业务与互动式数据通道业务关联起来，并且在呼叫业务接通之后再通过数据通道向终端设备发送第一业务页面信息(即初始业务页面信息)，从而使得终端设备可以实现通话中的互动式业务，有利于提高呼叫处理系统对通话业务的处理效率。
在一种可能的设计中，第一业务页面信息包括用户界面UI页面(或称为UI)元素和控制文件，或第一业务页面信息包括UI页面元素和控制文件的资源定位符URL地址。
可见，应用服务器可以直接向终端设备发送UI页面元素和控制文件，或者，可以向终端设备发送UI页面元素和控制文件的URL地址，以使终端设备可以根据URL地址从内容服务器中获取对应的UI页面元素和控制文件。
在一种可能的设计中，应用服务器接收来自电话服务器的呼叫开始事件，根据呼叫开始事件确定终端设备发起呼叫业务；或者，应用服务器接收来自终端设备的数据通道建立请求消息，根据数据通道建立请求消息确定终端设备发起呼叫业务。
可见，应用服务器检测到终端设备发起呼叫业务，可以根据电话服务器上报的呼叫开始事件确定，也可以根据终端设备发送的数据通道建立请求消息确定。
在一种可能的设计中，应用服务设备用于接收来自电话服务器的呼叫请求，根据呼叫请求确定终端设备发起或接收呼叫业务；或者应用服务设备用于接收来自终端设备的数据 呼叫请求消息，根据呼叫请求消息确定终端设备发起或接收呼叫业务。
在一种可能的设计中，呼叫请求消息为invite消息。
在一种可能的设计中，应用服务器检测到终端设备发起或接收呼叫业务可以包括：应用服务器接收来自电话服务器的被叫开始事件，根据被叫开始事件确定终端设备接收呼叫业务；或者，应用服务器接收来自终端设备的数据通道建立请求消息，根据数据通道建立请求消息确定终端设备发起或接收呼叫业务。
可见，当终端设备为被叫侧终端设备时，应用服务器可以根据被叫开始事件或数据通道建立请求消息确定终端设备接收呼叫业务，从而建立与终端设备之间的数据通道。
在一种可能的设计中，应用服务器检测到终端设备接收呼叫业务可以包括：应用服务器接收来自电话服务器或终端设备的呼叫应答消息，根据呼叫应答消息确定终端设备接收呼叫业务。
在一种可能的设计中，呼叫应答消息为200ok消息。
在一种可能的设计中，应用服务器接收来自电话服务器的呼叫接通事件，根据呼叫接通事件确定终端设备的呼叫业务接通；或者，应用服务器接收来自终端设备的呼叫通知消息，根据呼叫通知消息确定终端设备的呼叫业务接通。
可见，应用服务器检测到呼叫业务接通，可以是根据电话服务器上报的呼叫接通事件确定的，也可以是根据终端设备上报的呼叫通知消息确定的。
在一种可能的设计中，电话服务器可以为电话应用服务器。
在一种可能的设计中，应用服务器基于呼叫开始事件、呼叫通知消息或呼叫接通事件之一，获取对应的第一业务页面信息。
可见，应用服务器可以根据上述事件或消息获取第一业务页面信息，从而向终端设备发送第一业务页面信息。其中，第一业务页面信息可以为初始业务页面信息。
在一种可能的设计中，呼叫通知消息可以是200ok消息。
在一种可能的设计中，应用服务器根据呼叫开始事件中包括的被叫号码，获取被叫号码对应的第一业务页面信息。
可见，应用服务器具体可以根据呼叫开始事件获取被叫号码，从而确定向终端设备下发该被叫号码对应的第一业务页面信息。
在一种可能的设计中，应用服务器通过数据通道接收来自终端设备的用户操作信息，基于用户操作信息获取对应的第二业务页面信息，并向终端设备发送第二业务页面信息。
可见，当终端设备与UI页面进行交互时，对应的用户操作信息可以通过数据通道发送至应用服务器，使得应用服务器可以根据用户操作信息确定再次向终端设备发送第二业务页面信息，以使终端设备更新音视频通话界面中的UI页面。
在一种可能的设计中，应用服务器通过数据通道接收来自终端设备的用户操作信息，基于用户操作信息生成音频信息，并向呼叫中心发送音频信息。其中，音频信息可以是双音多频DTMF信号。
可见，应用服务器还可以将用户操作信息转换为DTMF信号，并将DTMF信号发送至呼叫中心，从而使得呼叫中心更新与终端设备之间的通话的媒体流，实现互动式业务与通话业务的同步。并且，该DTMF信号为带内信号，呼叫中心可以直接对该DTMF信号进行 处理，简化了处理流程。
在一种可能的设计中，应用服务器建立与呼叫中心之间的媒体通道，通过媒体通道向呼叫中心发送音频信息。可选的，应用服务器可以将自身串接到终端设备与呼叫中心之间的媒体通道中，从而建立与呼叫中心之间的媒体通道。
在一种可能的设计中，应用服务器通过数据通道向终端设备发送页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存对应的UI页面。
可见，终端设备在收到第一业务页面信息之后，可以根据页面指示信息判断是直接显示UI页面或者先缓存UI页面，使得终端设备可以更灵活地实现通话中的互动式业务。
在一种可能的设计中，应用服务器通过数据通道接收来自终端设备的业务终止操作信息，释放数据通道。其中，业务终止操作信息指示终止通话中的互动式业务。
可见，当终端设备需要终止通话中的互动式业务时，例如，用户选择了人工客服，那么终端设备可以通过数据通道向应用服务器发送业务终止操作信息，从而释放数据通道，避免资源的浪费。
在一种可能的设计中，应用服务器接收来自电话服务器的呼叫结束事件，基于呼叫结束事件释放数据通道。
可见，应用服务器还可以根据电话服务器上报的呼叫结束事件释放数据通道，避免数据资源的浪费。
在一种可能的设计中，应用服务器在检测到终端设备发起呼叫业务时，若终端设备鉴权通过，建立与终端设备之间的数据通道。其中，终端设备的鉴权方式包括接入鉴权、第三方登录认证、用户名密码登录认证或通过设备管理DM服务器认证中的一种或多种。
可见，应用服务器在建立与终端设备之间的数据通道之前，可以根据UE的鉴权认证方式到对应的服务器校验终端设备是否为合法设备，防止非法用户接入，从而确保呼叫处理系统的安全性。
第二方面，本申请实施例提供另一种呼叫处理方法，该方法可以由终端设备所执行。其中，终端设备在发起或接收呼叫业务时，建立与应用服务器之间的数据通道。终端设备通过数据通道接收与呼叫业务对应的第一业务页面信息。终端设备在呼叫业务接通时，在通话界面基于第一业务页面信息显示对应的UI页面。
可见，终端设备通过建立与应用服务器之间的数据通道(如IP多媒体子系统IMS数据通道)，可以接收通话中的互动式业务数据(如第一业务页面信息)，从而使得终端设备可以实现通话中的互动式业务。
在一种可能的设计中，第一业务页面信息包括UI页面元素和控制文件，或第一业务页面信息包括UI页面元素和控制文件的资源定位符URL地址。
在一种可能的设计中，终端设备建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。
可见，终端设备在发起或接收呼叫业务时，先建立与呼叫中心之间的媒体通道，从而可以通过该媒体通道接收通话的媒体流，实现终端设备与呼叫中心之间的通话。
在一种可能的设计中，终端设备通过边界网关控制器建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。此时，终端设备与呼叫中心之间媒体通道分成两段，即 终端设备和边界网关控制器，以及边界网关控制器和呼叫中心两段，媒体流由边界网关控制器进行转发。
在一种可能的设计中，终端设备接收来自呼叫控制服务器的183消息，向应用服务器发送呼叫开始事件。
可见，终端设备通过接收183消息，可以确认终端设备与呼叫中心之间的媒体通道已建立。进一步，终端设备可以通过数据通道向应用服务器发送呼叫开始事件。
在一种可能的设计中，终端设备接收来自呼叫控制服务器的200消息，向应用服务器发送呼叫通知消息。
可见，终端设备通过接收183消息，可以确认应用服务器已将自身串接到终端设备与呼叫中心之间的媒体通道。进一步，终端设备可以通过数据通道向应用服务器发送呼叫通知消息，以使应用服务器可以向终端设备下发第一业务页面信息。
在一种可能的设计中，终端设备获取用户操作信息，通过数据通道向应用服务器发送用户操作信息。
可见，终端设备可以将用户在UI界面的相关操作转换为用户操作信息，并且向应用服务器发送该用户操作信息，使得应用服务器根据用户操作信息获取对应的第二业务页面信息，并向终端设备发送第二业务页面信息。
在一种可能的设计中，终端设备还通过数据通道接收上述用户操作信息对应的第二业务页面信息。
在一种可能的设计中，终端设备通过数据通道接收来自应用服务器的页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存UI页面。
在一种可能的设计中，终端设备以覆盖通话界面的方式基于第一业务页面信息显示对应的UI页面，或者，终端设备在通话界面上方的悬浮窗口中显示第一业务页面信息对应的UI页面。
可见，终端设备可以更灵活地显示互动式业务的UI页面，便于用户进行互动式的操作。
在一种可能的设计中，终端设备通过数据通道向应用服务器发送业务终止操作信息，该业务终止操作信息指示终止通话中的互动式业务。
在一种可能的设计中，终端设备在发起或接收呼叫业务时，若鉴权通过，建立与应用服务器之间的数据通道。其中，终端设备的鉴权方式包括接入鉴权、基于用户号码的第三方登录认证、用户名密码登录认证或通过设备管理DM服务器认证中的一种或多种。
可见，终端设备可以采用多种鉴权方式实现合法性鉴权，其中，基于用户号码的第三方登录认证可以避免呼叫处理系统中新增部署账号服务器以及管理用户名账号系统，简化实现流程。
第三方面，本申请实施例提供一种呼叫处理装置，该呼叫处理装置可以为设备或设置于设备中的芯片或电路。该呼叫处理装置包括用于执行上述第一方面和/或第一方面的任意一种可能的设计中所提供的呼叫处理方法的单元和/或模块，因此也能实现第一方面提供的呼叫处理方法所具备的有益效果。
第四方面，本申请实施例提供一种呼叫处理装置，该呼叫处理装置可以为设备或设置于设备中的芯片或电路。该呼叫处理装置包括用于执行上述第二方面和/或第二方面的任意 一种可能的设计中所提供的呼叫处理方法的单元和/或模块，因此也能实现第二方面提供的呼叫处理方法所具备的有益效果。
第五方面，本申请实施例提供一种应用服务器，该应用服务器具有实现第一方面和/或第一方面的任意一种可能的设计中所提供的呼叫处理方法的功能。该功能可以通过硬件实现，也可以通过硬件执行相应的软件实现。该硬件或软件包括一个或多个与上述功能相对应的模块。
第六方面，本申请实施例提供一种终端设备，该终端设备具有实现第二方面和/或第二方面的任意一种可能的设计中所提供的呼叫处理方法的功能。该功能可以通过硬件实现，也可以通过硬件执行相应的软件实现。该硬件或软件包括一个或多个与上述功能相对应的模块。
第七方面，本申请实施例提供一种计算机可读存储介质，该可读存储介质包括程序或指令，当所述程序或指令在计算机上运行时，使得计算机执行第一方面或第一方面中任一种可能实现方式中的方法。
第八方面，本申请实施例提供一种计算机可读存储介质，该可读存储介质包括程序或指令，当所述程序或指令在计算机上运行时，使得计算机执行第二方面或第二方面中任一种可能实现方式中的方法。
第九方面，本申请实施例提供一种芯片或者芯片系统，该芯片或者芯片系统包括至少一个处理器和接口，接口和至少一个处理器通过线路互联，至少一个处理器用于运行计算机程序或指令，以进行第一方面或第一方面的任一种可能的实现方式中任一项所描述的方法。
第十方面，本申请实施例提供一种芯片或者芯片系统，该芯片或者芯片系统包括至少一个处理器和接口，接口和至少一个处理器通过线路互联，至少一个处理器用于运行计算机程序或指令，以进行第二方面或第二方面的任一种可能的实现方式中任一项所描述的方法。
其中，芯片中的接口可以为输入/输出接口、管脚或电路等。
上述方面中的芯片系统可以是片上系统(system on chip，SOC)，也可以是基带芯片等，其中基带芯片可以包括处理器、信道编码器、数字信号处理器、调制解调器和接口模块等。
在一种可能的实现中，本申请中上述描述的芯片或者芯片系统还包括至少一个存储器，该至少一个存储器中存储有指令。该存储器可以为芯片内部的存储单元，例如，寄存器、缓存等，也可以是该芯片的存储单元(例如，只读存储器、随机存取存储器等)。
第十一方面，本申请实施例提供一种计算机程序或计算机程序产品，包括代码或指令，当代码或指令在计算机上运行时，使得计算机执行第一方面或第一方面中任一种可能实现方式中的方法。
第十二方面，本申请实施例提供一种计算机程序或计算机程序产品，包括代码或指令，当代码或指令在计算机上运行时，使得计算机执行第二方面或第二方面中任一种可能实现方式中的方法。
附图说明
为了更清楚地说明本申请实施例中的技术方案，下面将对实施例中所需要使用的附图 作简单地介绍。
图1a为本申请实施例提供的一种呼叫处理系统的结构示意图；
图1b为本申请实施例提供的另一种呼叫处理系统的结构示意图；
图2a为本申请实施例提供的一种插件式终端的结构示意图；
图2b为本申请实施例提供的另一种插件式终端的结构示意图；
图3为本申请实施例提供的一种原生终端的结构示意图；
图4为本申请实施例提供的一种呼叫处理方法的流程示意图；
图5为本申请实施例提供的一种终端设备在通话界面显示第一业务页面信息对应的UI页面的示意图；
图6a为本申请实施例提供的另一种终端设备在通话界面显示第一业务页面信息对应的UI页面的示意图；
图6b为本申请实施例提供的一种用户操作信息对应的UI页面的示意图；
图6c为本申请实施例提供的另一种用户操作信息对应的UI页面的示意图；
图6d为本申请实施例提供的另一种用户操作信息对应的UI页面的示意图；
图7为本申请实施例提供的一种通话中的互动式业务处理流程的示意图；
图8为本申请实施例提供的另一种通话中的互动式业务处理流程的示意图；
图9为本申请实施例提供的一种呼叫处理装置的结构示意图；
图10为本申请实施例提供的一种应用服务器的结构示意图；
图11为本申请实施例提供的另一种呼叫处理装置的结构示意图；
图12为本申请实施例提供的一种终端设备的结构示意图。
具体实施方式
在本申请实施例中，“示例性的”或者“例如”等词用于表示作例子、例证或说明。本申请实施例中被描述为“示例性的”或者“例如”的任何实施例或设计方案不应被解释为比其它实施例或设计方案更优选或更具优势。确切而言，使用“示例性的”或者“例如”等词旨在以具体方式呈现相关概念。
在本申请的实施例中，术语“第二”、“第一”仅用于描述目的，而不能理解为指示或暗示相对重要性或者隐含指明所指示的技术特征的数量。由此，限定有“第二”、“第一”的特征可以明示或者隐含地包括一个或者更多个该特征。在本申请的描述中，除非另有说明，“多个”的含义是两个或两个以上。
本申请中术语“至少一个”的含义是指一个或多个，本申请中术语“多个”的含义是指两个或两个以上，例如，多个第一报文是指两个或两个以上的第一报文。
应理解，在本文中对各种所述示例的描述中所使用的术语只是为了描述特定示例，而并非旨在进行限制。如在对各种所述示例的描述和所附权利要求书中所使用的那样，单数形式“一个(“a”，“an”)”和“该”旨在也包括复数形式，除非上下文另外明确地指示。
还应理解，本文中所使用的术语“和/或”是指并且涵盖相关联的所列出的项目中的一个或多个项目的任何和全部可能的组合。术语“和/或”，是一种描述关联对象的关联关系，表示可以存在三种关系，例如，A和/或B，可以表示：单独存在A，同时存在A和B，单独存在B这三种情况。另外，本申请中的字符“/”，一般表示前后关联对象是一种“或”的关系。
还应理解，在本申请的各个实施例中，各个过程的序号的大小并不意味着执行顺序的先后，各过程的执行顺序应以其功能和内在逻辑确定，而不应对本申请实施例的实施过程构成任何限定。
应理解，根据A确定B并不意味着仅仅根据A确定B，还可以根据A和/或其它信息确定B。
还应理解，术语“包括”(也称“includes”、“including”、“comprises”和/或“comprising”)当在本说明书中使用时指定存在所陈述的特征、整数、步骤、操作、元素、和/或部件，但是并不排除存在或添加一个或多个其他特征、整数、步骤、操作、元素、部件、和/或其分组。
下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行描述。
基于IP多媒体子系统(IP multimedia sub-system，IMS)的电信网络呼叫中心在电信、银行、保险、消费等行业得到了广泛的应用，一般被称之为自动座席、客户中心或者客服热线。
一方面，互动式语音应答(interactive voice response，IVR)作为客服热线的语音平台，可以提供多层语音菜单，通过预先录制或合成的语音进行电话应答，从而为客户在电话呼入时提供语音菜单导航的功能。但是，移动用户在使用IVR语音导航业务时，需要仔细倾听甚至重听语音导航的方式来选择正确的按键选项，导致呼叫处理延迟，降低客服热线处理效率。
另一方面，呼叫中心/客服热线中引入了语音客服，语音客服基于自动语音识别(automatic speech recognition，ASR)技术，即通过人工智能(artificial intelligence，AI)进行语音识别，从而根据语音识别的结果进行业务交互。但是由于地域方言、口音差异、说话习惯、各行业的独特术语等影响，使得语音客服的语音识别的准确率较低，从而降低语音客服的处理准确性和处理效率。
再一方面，移动用户还可以通过具备互动式业务功能的终端设备实现基于3GPP TS24.229的IMS会话业务流程，以及实现通过会话初始协议协商(session initiation protocol offer answer，SIP OA)支持音频/视频/传真/文本方式的交互流程，并且终端设备还支持双音多频(dual tone multi-frequency，DTMF)放音收号。但是，用户在终端设备上通话的交互式操作只能依赖于各厂商终端根据标准规范实现，如果新增特性/功能，需要先制定标准规范，终端厂商再开发和进行入网认证，导致实现周期长且对多个终端厂商都有依赖。
为了解决上述问题，本申请实施例提供一种呼叫处理方法，该方法由网络侧的相关设备来执行，可以实现通话中的互动式业务，有利于提高呼叫处理系统对通话中的互动式业务(如客服热线业务)的处理效率。可以理解的是，本申请实施例所述的通话中的互动式业务可以包括3GPP TS24.229的IMS会话业务流程，IMS中通过SIP OA协商支持音频/视频/传真/文本等方式交互的互动式业务。
其中，本申请实施例提供的一种呼叫处理方法可以应用于呼叫处理系统中，该呼叫处理系统包括应用服务设备、应用媒体设备、内容服务器(content server，CS)、电话应用服务器(telephony application server，TAS)、呼叫控制服务器、边界会话控制设备(session border controller，SBC)、呼叫中心(call center)和终端设备。
其中，应用服务设备可以为增强呼叫应用服务器(enriched calling application server，ECS-AS)，应用媒体设备可以为增强呼叫媒体(enriched calling media，ECM)设备，呼叫控制服务器可以为呼叫会话控制功能(call session control function，CSCF)设备。
ECS-AS用于提供通话中的互动式业务，为呼叫处理系统中新增的逻辑设备。其中，新增的方式可以为ECS-AS为独立的逻辑设备，也可以与多媒体电话服务器(IMS multimedia telephony application server，MMTEL AS)进行合并(即ECS-AS的功能合并至MMTEL AS中)，本实施例不作限定。其中，针对不同的终端设备，ECS-AS与终端设备之间的交互方式不同。例如，ECS-AS与插件式终端进行交互时，ECS-AS直接与插件式终端建立数据通道(data channel，DC)来传递交互式业务内容。ECS-AS还可以控制ECM提供DTMF放音功能。又例如，ECS-AS与Native终端进行交互时，ECS-AS控制ECM与Native终端建立数据通道来传递交互式业务内容。
ECM用于在ECS-AS的控制下与终端设备建立数据通道，或者提供DTMF放音功能。其中，ECS-AS和ECM可以在同一个物理设备上部署，也可以分别在不同的物理设备上部署，本实施例不作限定。当ECS-AS和ECM在不同的物理设备上部署时，ECS-AS和ECM之间的控制协议可以是媒体网关控制协议(H.248协议)，也可以是超文本传输协议(hypertext transfer protocol，HTTP)。
CS用于存储与交互式业务相关的数据，例如，CS中存储了用户界面(user interface，UI)页面元素以及控制文件。其中，CS可以与ECS-AS部署在同一个物理设备上，也可以单独部署在一个物理设备上。当CS单独部署在一个物理设备上时，该CS的地址可以携带于ECS-AS发送给终端设备的统一资源定位符(uniform resource locator，URL)地址的消息中，以通知终端设备CS的地址；或者，该CS的地址也可以携带于设备管理(device management，DM)服务器发送给终端设备的消息中，本实施例不作限定。
TAS用于为终端设备提供语音服务和多媒体服务，支持多种主流的电信网络协议，例如支持SIP协议、智能网络应用协议(intelligent network application protocol，INAP)等。本申请实施例中，ECS-AS可以向TAS订阅呼叫事件，那么当TAS收到INVITE呼叫信令后，可以向ECS-AS上报呼叫开始事件。
CSCF是IMS core的呼叫控制中心，可以在IP传输平台上实现用户接入，鉴权、会话路由和业务触发等功能。其中，CSCF可以包括服务CSCF(serving CSCF，S-CSCF)和查询CSCF(interrogating CSCF，I-CSCF)等。
SBC可以部署在接入网与核心网之间，提供接入网与IMS核心网之间以及IMS核心网之间的边界控制功能，能够提供接入控制、服务质量(quality of service)控制以及防火墙穿越等功能。本申请实施例中的呼叫处理系统包括主叫SBC和被叫SBC(也称为被叫媒体资源设备(multimedia resource function，MRF))，主叫SBC为主叫终端设备服务，被叫SBC为被叫终端设备服务。SBC中可以包括代理CSCF(proxy CSCF，P-CSCF)的功能，即P-CSCF可以部署在SBC中。
call center采用了IVR等功能，可以同时处理大量的电话呼入和呼出业务，以及服务的运营操作。也就是说，呼叫中心就是在一个相对集中的场所，由一批服务人员组成的服务机构，通常利用计算机通讯技术处理来自企业、顾客的咨询需求。
终端设备也可以称为用户设备(user equipment，UE)。终端设备可以是手机(mobile phone)、平板电脑(pad)、具备无线收发功能的电脑、虚拟现实(virtual reality，VR)终端、增强现实(augmented reality，AR)终端、车辆、工业控制(industrial control)中的无线终端、无人驾驶(self driving)中的无线终端、智慧城市(smart city)中的无线终端等。
在一种示例中，请参见图1a，图1a为本申请实施例提供的一种呼叫处理系统的结构示意图。该呼叫处理系统包括终端设备101a、第一SBC 102、ECS-AS/CS 103、TAS 104、CSCF105、ECM 106、第二SBC107和呼叫中心108。在图1a所示的呼叫处理系统中，终端设备101a为一种插件式终端，即终端设备101a集成增强呼叫(Enriched Calling)引擎(也可称为EC引擎)，该Enriched Calling引擎可以作为独立应用程序(application，APP)由终端集成或作为终端内部的系统服务随出厂提供。其中，该插件式终端可以利用终端的操作系统(operating system，OS)的通话事件拉起，以悬浮窗口的方式或者直接覆盖通话界面的方式在终端设备的通话界面上显示UI页面，并通过Enriched Calling引擎提供交互操作。本实施例所述的UI页面又可以称为业务页面、超文本标记语言5.0(hypertext markup language 5.0，HTML5)页面、可视菜单，以上名词实际代表的都是承载本实施例所述的互动式业务的UI页面。
请参见图2a和图2b，图2a为本申请实施例提供的一种插件式终端的结构示意图。图2a所示的插件式终端可以包括增强呼叫Enriched Calling引擎、操作系统、电话管理应用(telephony management application)、协处理器(coprocessor，CP)等模块。在图2a所示的终端中，电话管理应用可以调用增强呼叫，即电话管理应用可以和增强呼叫引擎APP同时启动，两者配合来实现本实施例提供的呼叫业务。增强呼叫引擎APP和电话管理应用运行在终端的应用处理器(application processor，AP)上。协处理器CP又称为基带芯片加协处理器或多媒体加速器，可以增强多媒体功能。其中，图2a中的CP支持SIP、会话描述协议(session description protocol，SDP)、音视频实时传输协议(real-time transport protocol，RTP)等。通过上述协议，终端设备可以发起、修改或终止交互式多媒体会话，从而实现通话中的互动式业务。其中，图2a中的Enriched Calling引擎可以作为独立的APP来提供相应的功能，该Enriched Calling引擎可以包括DC UI和web引擎。其中，web引擎用于解析UI页面，DC UI用于显示web引擎解析的UI页面。
图2b为本申请实施例提供的另一种插件式终端的结构示意图，图2b中的Enriched Calling引擎可以直接作为终端内部的系统服务(如通过原生软件开发工具包(software development kit，SDK)实现)来提供相应的功能。其中，图2b中也包括DC UI和web引擎，用于实现与图2a所示的DC UI和web引擎类似的功能，在此不再赘述。
其中，图2a和图2b所示的插件式终端中，SDK方案的DC协议栈可以包括但不限于流控制传输协议(stream control transmission protocol，SCTP)、数据包传输层安全(datagram transport layer security，DTLS)协议、用户数据包协议(user datagram protocol,UDP)等。上述协议可以通过AP中的websocket进行协商，例如，通过websocket协商发送端和接收端的端口号、网络协议(Internet protocol，IP)地址等，建立发送端和接收端的IP连接。可选的，插件式终端设备还可以支持其他的协议栈(如HTTP等协议栈)，本实施例不作限定。
其中，图1a中的终端设备101a可以与第一SBC 102之间建立媒体通道和数据通道，如图1a所示。另外，终端设备101a与第一SBC 102之间的信令接口可以基于SIP协议进行信令协商。终端设备101a还与ECS-AS/CS 103之间建立了数据通道，用于传输互动式业务相关的数据。第一SBC 102为终端设备101a服务。
其中，各个设备之间也分别建立了媒体通道或数据通道，或者通过信令接口进行信令协商。例如，ECS-AS/CS 103与TAS 104之间通过信令接口，基于HTTP协议或H.248协议进行信令协商。又例如，ECS-AS/CS 103与ECM 106之间通过信令接口，基于HTTP协议或H.248协议进行信令协商。又例如，TAS 104与CSCF 105之间通过信令接口，CSCF 105与第一SBC 102之间通过信令接口，以及CSCF 105与第二SBC 107之间通过信令接口，分别基于SIP协议进行信令协商。又例如，ECM 106与第一SBC 102之间，以及ECM 106与第二SBC 107之间建立了媒体通道，媒体通道用于基于RTP传输多媒体业务。又例如，第二SBC 107与呼叫中心设备108之间建立了媒体通道，用于传输多媒体音视频；第二SBC107与呼叫中心108之间还通过信令接口，基于SIP协议进行信令协商。
图1a所示的呼叫处理系统中，第一SBC 102可以视为主叫SBC，第二SBC 107可以视为被叫SBC。其中，主叫被叫是相对的，第二SBC107为呼叫中心服务。若终端设备101a与呼叫中心108位于相同的IMS网络中，则第一SBC102和第二SBC107可以为相同的设备。
另外，ECS-AS/CS 103与ECM 106也可以合并设置为一个设备，例如合并设置为一个应用服务器，本实施例不作限定。
在另一种示例中，请参见图1b，图1b为本申请实施例提供的另一种呼叫处理系统的结构示意图。其中，图1b与图1a相似，包括第一SBC 102、ECS-AS/CS 103、TAS 104、CSCF 105、ECM 106、第二SBC 107和呼叫中心108。但是，区别于图1a，图1b中的终端设备101b为一种无需Enriched Calling引擎，遵循3GPP TS26.114-g52及后续版本协议标准的DCMTSI(data channel multimedia telephony service for IMS)客户端(可称为Native终端)，Native终端可以通过SIP信令协商建立与设备之间的数据通道。其中，该Native终端中的通话界面原生服务可以直接通过通话界面提供交互操作。
其中，图1b中的终端设备101b与第一SBC 102之间也建立了媒体通道以及数据通道，并通过信令接口基于SIP协议进行信令协商，如图1b所示。区别于图1a中的连接关系，图1b中的终端设备101b与ECS-AS/CS 103之间没有数据通道，终端设备101b与ECM 106之间建立了数据通道，用于实现图1a中所述终端设备101a与ECS-AS/CS 103之间的数据通道的功能。图1b中的ECS-AS/CS 103与ECM 106也可以合并设置为一个设备，例如合并设置为一个应用服务器，那么当ECS-AS/CS 103与ECM 106合并设置时，终端设备101b与ECM 106之间的数据通道可以视为终端设备101b与应用服务器之间的数据通道。
在图1b中，各个设备之间也分别建立了媒体通道或数据通道，并通过信令接口进行信令协商。其他设备之间的连接关系可以参考图1a中的描述，在此不再赘述。
请参见图3，图3为本申请实施例提供的一种Native终端的结构示意图。区别于插件式终端，Native终端为一种无需Enriched Calling引擎，遵循3GPP TS26.114-g52及后续版本协议标准的DCMTSI(data channel multimedia telephony service for IMS)客户端。其中， Native终端包括应用处理器AP以及协处理器CP。应用处理器上可以运行电话管理应用、呼叫UI应用以及DC服务，在电话管理应用拨打或接通电话时，通过CP的SIP信令协商建立数据通道。原生终端DC协议栈包括但不限于SCTP/DTLS/UDP等协议，可以通过CP中的SIP进行协商(即不需要内置websocket)。
在一种示例中，增强呼叫应用服务器ECS-AS、增强呼叫媒体设备ECM、内容服务器CS和电话应用服务器TAS可以合并设置在一个设备中，该设备可以称为一个应用服务器，用于实现上述ECS-AS/ECM/CS/TAS的功能。可选的，增强呼叫应用服务器ECS-AS、增强呼叫媒体设备ECM和内容服务器CS可以合并设置在一个应用服务器中，电话应用服务器TAS单独为一个设备，该应用服务器和TAS之间可以基于HTTP协议或H.248协议进行信令交互。
下面对本申请实施例进行详细的描述。
请参见图4，图4为本申请实施例提供的一种呼叫处理方法的流程示意图。其中，图4中的应用服务器包括了ECS-AS/CS/ECM，即ECS-AS/CS/ECM合并设置在一个应用服务器中。此外，图4中的应用服务器还可以包括TAS。该方法可以由应用服务器和终端设备之间的交互实现，包括以下步骤：
401，应用服务器检测到终端设备发起或接收呼叫业务时，建立与终端设备之间的数据通道；
402，应用服务器获取与呼叫业务对应的第一业务页面信息；
403，应用服务器检测到呼叫业务接通时，通过数据通道向终端设备发送第一业务页面信息；对应的，终端设备通过数据通道接收第一业务页面信息；
404，终端设备在呼叫业务接通时，在通话界面基于第一业务页面信息显示对应的UI页面。
在本实施例中，如果应用服务器可以向电话服务器TAS订阅呼叫事件，那么当终端设备发起呼叫业务时，应用服务器可以检测到终端设备发起了呼叫业务。其中，应用服务器检测到终端设备发起呼叫业务时，包括两种情况：
情况一：应用服务器接收来自电话服务器的呼叫开始事件，根据呼叫开始事件确定终端设备发起呼叫业务。
例如，应用服务器接收来自TAS的呼叫开始事件，具体的触发方式如下：用户拨打电话，终端设备向主叫IMS core的CSCF发送INVITE呼叫信令，CSCF将该INVITE呼叫信令转发至TAS，TAS向应用服务器上报呼叫开始事件。对应的，应用服务器接收到呼叫开始事件，根据该呼叫开始事件确定终端设备正在发起呼叫业务。
情况二：应用服务器接收来自终端设备的数据通道建立请求消息，根据数据通道建立请求消息确定终端设备发起呼叫业务。
例如，用户拨打电话，终端设备内的操作系统可以通知Enriched Calling引擎呼叫开始，Enriched Calling引擎可以向ECS-AS发送数据通道建立请求消息。对应的，ECS-AS接收到数据通道建立请求消息，根据数据通道建立请求消息确定终端设备正在发起呼叫业务。
可选的，应用服务器检测到终端设备发起呼叫业务，建立与终端设备之间的数据通道之前，还可以对终端设备进行鉴权认证。其中，本实施例所述的认证方式可以包括主叫侧 到被叫侧的双向认证，或者终端设备到应用服务器的单向认证。具体来说，终端设备的鉴权方式包括接入鉴权、第三方登录认证、用户名密码登录认证或通过设备管理DM服务器认证中的一种或多种。
1、接入鉴权：适用于如图2b所示的SDK方式实现的终端设备，或者如图3所示的Native终端。例如，Native终端的系统服务可以利用IMS通用引导架构(generic bootstrapping architecture，GBA)方式实现认证。
2、第三方登录认证：适用于如图2a所示的APP集成方式实现的终端设备。例如，终端设备中的APP通过运营商的网关认证，用户一键授权本机号码完成终端设备到应用服务器的单向认证。其中，基于本机号码的第三方登录认证方式可以避免新增部署账号服务器以及管理用户名账号系统，有利于简化方案的实现流程。
3、用户名密码登录认证：适用于如图2a所示的APP集成方式实现的终端设备。例如，用户通过输入用户名密码方式，完成终端设备到应用服务器的单向认证。
4、部署设备管理服务器：适用于图2a、图2b和图3所示的系统服务/APP集成方式的终端设备。其中，该认证方式采用类似于第五代(5 th generation，5G)消息，通过5G消息到DM服务器获取鉴权认证token，实现终端设备到应用服务器的单向认证。
应用服务器检测到终端设备发起呼叫业务时，可以建立与终端设备之间的数据通道。其中，该数据通道可以视为IMS数据通道。对于应用服务器来说，该数据通道用于传输通话中的互动式业务的相关数据，或者该数据通道还可以用于传输应用服务器与终端设备之间的指示信息。例如，应用服务器通过数据通道向终端设备发送通话中的互动式业务的UI页面，以使终端设备可以在显示界面显示该UI页面，供用户进行互动和浏览。
在一种实现方式中，终端设备可以与应用服务器中的ECS-AS建立数据通道，ECS-AS通过数据通道接收来自终端设备的信令，或者向终端设备发送通话中的互动式业务的相关数据。在这种情况下，ECS-AS既具备了控制面设备的作用，又具备了媒体面设备的作用。例如，ECS-AS可以通过数据通道接收来自终端设备的呼叫开始事件，该呼叫开始事件可以视为一条信令，即ECS-AS可以处理控制信令。又例如，ECS-AS可以通过数据通道向终端设备发送第一业务页面信息，第一业务页面信息可以视为一组媒体数据，即ECS-AS可以处理数据。
在另一种实现方式中，终端设备可以与应用服务器中的ECM建立数据通道，ECM通过数据通道向终端设备发送通话中的互动式业务的相关数据。在这种情况下，ECM具备媒体面设备的作用，ECS-AS具备控制面设备的作用。例如，终端设备通过数据通道向ECM发送呼叫开始事件，但是ECM并不能对接收到的呼叫开始事件进行处理。ECM可以将呼叫开始事件发送至ECS-AS，ECS-AS根据呼叫开始事件确定终端设备发起呼叫业务，向ECM发送数据通道建立指示消息，指示ECM建立与终端设备之间的数据通道。ECM根据数据通道建立指示消息，建立与终端设备之间的数据通道。也就是说，应用服务器中的媒体面和控制面是分开的。
应用服务器检测到终端设备发起呼叫业务，可以获取与呼叫业务对应的第一业务页面信息。其中，第一业务页面信息可以是与呼叫业务对应的初始业务页面信息。例如，假设终端设备发起的呼叫业务为终端设备拨打运营商的客服热线，那么应用服务器检测到终端 设备拨打运营商的客服热线，可以获取该运营商的客服热线业务对应的第一业务页面信息。
其中，第一业务页面信息包括UI页面元素和控制文件。UI页面元素是指构成UI页面的所有页面元素，可以包括但不限于UI页面中的文本、文本框、图片、视频等。例如，本实施例所述的UI页面可以是超文本标记语言5.0(hypertext markup language 5.0，HTML5)页面，该HTML5页面中的文本框、图片、视频等构成整个HTML5页面的元素都称为UI页面元素。控制文件是指可以编辑UI页面的JavaScript脚本(简称JS脚本)。其中，JS脚本包括了UI页面的渲染规则，UI页面元素的显示位置，以及具有指向性的UI页面元素所指向的下一级UI页面的地址或标识。例如，UI页面1中包括一个具有指向性的UI页面元素，当用户点击该UI页面元素后，终端设备可以根据JS脚本，确定该UI页面元素所指向的下一级UI页面的地址或标识，从而在显示界面显示下一级UI页面。
可见，终端设备将UI页面元素和控制文件组合起来，即可以在终端设备的显示界面显示UI页面，并且根据控制文件可以向用户提供互动式操作。本实施例所述的第一业务页面信息可以包括多个UI页面的UI页面元素，以及各个UI页面的控制文件。
可选的，第一业务页面信息还可以包括UI页面元素和控制文件的URL地址。也就是说，第一业务页面信息中不直接包括HTML5页面，而是包括HTML5页面的URL地址。当终端设备接收到HTML5页面的URL地址后，可以根据该URL地址确定存储HTML5页面和JS脚本的内容服务器，并通过数据通道从对应的内容服务器获取HTML5页面和JS脚本。
在一种实现方式中，应用服务器可以基于呼叫开始事件，获取对应的第一业务页面信息。也就是说，当应用服务器收到来自电话服务器的呼叫开始事件，应用服务器可以根据该呼叫开始事件，获取对应的第一业务页面信息。例如，呼叫开始事件中通常包括主叫号码和被叫号码，那么应用服务器可以根据被叫号码，获取被叫号码对应的第一业务页面信息。
可选的，应用媒体设备获取第一业务页面信息后，可以通过数据通道向终端设备发送第一业务页面信息。对应的，终端设备接收第一业务页面信息，并根据页面要求下载实际业务页面资源。例如，终端设备接收初始页面的URL地址，根据初始页面的URL地址到对应的内容服务器获取初始页面和JS脚本。在呼叫业务接通后，终端设备可以在音视频通话界面显示该初始页面。本实施例中限定当应用服务设备检测到呼叫业务接通后，终端设备再在音视频通话界面显示HTML5页面。那么终端设备收到第一业务页面信息之后，若此时终端设备与呼叫中心之间的音视频呼叫暂未确认接通，那么终端设备可以先缓存第一业务页面信息，即不显示HTML5页面。
在一种示例中，应用服务器检测到呼叫业务接通，可以包括以下两种情况：
情况一：应用服务器接收来自电话服务器的呼叫接通事件，根据呼叫接通事件确定终端设备的呼叫业务接通。
例如，呼叫中心向被叫IMS core发送200ok(简称200)消息，表示呼叫中心开始放音。被叫IMS core向主叫IMS core发送200消息，主叫IMS core中的CSCF向TAS发送200消息。TAS接收CSCF发送的200消息，确定呼叫中心开始放音，TAS可以向应用服务器发送呼叫接通事件。对应的，应用服务器接收TAS发送的呼叫接通事件，从而确定终 端设备与呼叫中心之间的呼叫业务接通。
情况二：应用服务器接收来自终端设备的呼叫通知消息，根据呼叫通知消息确定终端设备的呼叫业务接通。
例如，呼叫中心向被叫IMS core发送200消息，表示呼叫中心开始放音。被叫IMS core向主叫IMS core发送200消息，主叫IMS core中的CSCF向TAS发送200消息，TAS向终端设备发送200消息。终端设备接收TAS发送的200消息，确定呼叫中心开始放音，终端设备可以向应用服务器发送呼叫通知消息。对应的，应用服务器接收终端设备发送的呼叫通知消息，从而确定终端设备与呼叫中心之间的呼叫业务接通。
在一种实现方式中，应用服务器可以基于呼叫接通事件或呼叫通知消息，获取对应的第一业务页面信息。也就是说，当应用服务器收到来自电话服务器的呼叫接通事件，应用服务器可以根据该呼叫接通事件，获取对应的第一业务页面信息；或者，当应用服务器收到来自终端设备的呼叫通知消息，应用服务器可以根据该呼叫通知消息，获取对应的第一业务页面信息。例如，应用服务器收到呼叫接通事件，确认呼叫中心开始播放初始接通时的铃音，那么应用服务器可以获取初始HTML5页面。
其中，应用服务器检测到呼叫业务接通时，通过数据通道向终端设备发送第一业务页面信息；对应的，终端设备通过数据通道接收第一业务页面信息，并下载实际业务页面。例如，第一业务页面信息包括初始页面的URL地址，那么终端设备可以根据URL地址从对应的内容服务器获取初始页面和控制文件。
可选的，应用服务器检测到呼叫业务接通后，还可以向终端设备发送页面指示信息，该页面指示信息指示终端设备显示第一业务页面信息对应的UI页面或者缓存UI页面。例如，若终端设备预先收到并缓存第一业务页面信息，当呼叫业务接通后，应用服务器向终端设备下发页面指示信息，以指示终端设备显示初始HTML5页面，那么终端设备可以在显示界面显示初始HTML5页面。
在一种示例中，终端设备通过数据通道接收来自应用服务器第一业务页面信息，并且在终端设备和呼叫中心之间的呼叫业务接通时，在通话界面基于第一业务页面信息显示对应的UI页面。其中，终端设备在通话界面显示对应的UI页面可以包括以下两种方式：
方式一：终端设备在通话界面上方的悬浮窗口中显示第一业务页面对应的UI页面。
请参见图5，图5为本申请实施例提供的一种终端设备在通话界面显示第一业务页面信息对应的UI页面的示意图。其中，当用户拨打客服热线“xxxxx”并且客服热线接通时，终端设备的显示界面中的底层仍然显示现有的客服热线的通话界面，如图5中的虚线框所示。本实施例所述的UI页面(即图5中的可视菜单)以悬浮窗口的方式显示在通话界面的上方。采用这种显示方式，用户既可以在现有的通话界面执行相关操作，例如点击录音按钮进行录音。用户也可以在悬浮窗口的可视菜单中执行相关操作，例如点击业务查询按钮查询相关业务。可见，终端设备采用方式一显示第一业务页面对应的UI页面，通过JS脚本编辑一个可视菜单，并通过web引擎在现有的通话界面上方显示UI页面，不需要修改或插入现有的通话界面，实现方式更便捷。
方式二：终端设备直接将第一业务页面对应的UI页面覆盖通话界面，使得终端设备的显示界面显示UI页面。
请参见图6a，图6a为本申请实施例提供的另一种终端设备在通话界面显示第一业务页面信息对应的UI页面的示意图。其中，当用户拨打客服热线“xxxxx”并且客服热线接通时，终端设备的显示界面中显示第一业务页面对应的UI页面。也就是说，图6a中的可视菜单完全覆盖了现有的通话界面，用于显示通话中的互动式业务相关的内容。
可选的，终端设备采用方式二显示UI页面时，可以根据UI页面元素和控制文件，在UI页面中显示现有的通话界面中的相关元素。例如，在图6a所示的可视菜单中，还包括如图5所示的现有的通话界面中的号码显示部分、拨号盘显示部分等UI页面元素，如图6a中的虚线区域所示。图6a中的虚线区域中的UI页面元素是由应用服务器根据现有的通话界面中的元素进行设计转换，生成对应的UI页面元素和控制文件，以使终端设备可以根据第一业务页面信息在通话界面显示上述UI页面元素，用于实现类似的功能。
在一种示例中，终端设备可以获取用户操作信息。其中，用户操作信息是指用户在终端设备的UI页面中输入的用户操作转换而来的信息，也就是说，用户操作信息用于指示用户在终端设备的UI页面所执行的用户操作。其中，用户操作可以包括但不限于用户在UI页面的点击操作、滑动操作、或者输入的字符串等。
例如，用户可以点击如图6a所示的可视菜单中的任意一个选项，若点击“1、业务查询”对应的按钮，这种情况下的用户操作为点击“1、业务查询”按钮，对应的用户操作信息为用户在UI页面点击“1、业务查询”。
终端设备获取用户操作信息后，可以通过数据通道向应用服务器发送用户操作信息。对应的，应用服务器接收来自终端设备的用户操作信息，并对用户操作信息进行解析，从而获取用户操作信息对应的第二业务页面信息。例如，应用服务器接收的用户操作信息为用户在UI页面点击“1、业务查询”，应用服务器解析后确定需要获取“1、业务查询”对应的第二业务页面信息。
其中，应用服务器内存储了多条业务逻辑，每一条业务逻辑用于指示终端设备的用户操作信息与业务页面信息(包括第一业务页面信息和第二业务页面信息)之间的关联。也就是说，应用服务器可以根据业务逻辑向终端设备推送对应的业务页面信息。例如，当用户操作信息为终端设备点击UI页面中的查询按钮，应用服务器根据业务逻辑，获取查询按钮对应的下一级UI页面，并向终端设备发送包括查询按钮对应的下一级UI页面的第二业务页面信息。又例如，在终端设备初始接通时，应用服务器也可以根据业务逻辑，获取初始业务页面，并向终端设备发送包括初始业务页面的第一业务页面信息。
应用服务器获取用户操作信息对应的第二业务页面信息之后，通过数据通道向终端设备发送第二业务页面信息。对应的，终端设备接收第二业务页面信息，并且在通话界面显示第二业务页面信息对应的UI页面。
例如，请参见图6b，图6b为本申请实施例提供的一种用户操作信息对应的UI页面的示意图。其中，用户操作信息为用户在如图6b左侧所示的UI页面点击“1、业务查询”，用户操作信息对应的UI页面如图6b右侧所示。该UI页面包括具体的查询选项，如“1、话费查询”、“2、套餐查询”等，便于用户进一步选择具体查询哪一方面的内容。
可选的，用户在终端设备的UI页面所执行的操作可以是一个循环的过程，也就是说，用户可以在UI页面多次执行操作。对应的，终端设备可以分别获取用户每一次在UI页面 执行的操作，并生成对应的用户操作信息，通过数据通道向应用服务器发送多个用户操作信息。其中，多个用户操作信息可以对应多个第二业务页面信息，也可以对应一个第二业务页面信息。其中，多个用户操作信息对应一个第二业务页面信息时，是指一个第二业务页面信息中包括多个UI页面分别的UI页面元素和控制文件。在这种情况下，终端设备可以获取用户操作具体对应的某一个UI页面的UI页面元素和控制文件。
例如，请参见图6c，图6c为本申请实施例提供的另一种用户操作信息对应的UI页面的示意图。其中，用户操作信息为用户在图6c左侧所示的UI页面点击“1、话费查询”，用户操作信息对应的UI页面如图6c所示。该UI页面包括话费查询的具体内容，以文本的形式显示在UI页面中，如图6c右侧所示。图6b和图6c所示的UI页面可以包含于一个第二业务页面信息中，当用户操作信息为用户在如图6a所示的UI页面点击“1、业务查询”，应用服务器可以将与“1、业务查询”相关的所有UI页面(如图6b和图6c以及其他业务查询选项对应的UI页面)整合至一个第二业务页面信息中，并向终端设备发送第二业务页面信息。终端设备接收第二业务页面信息，判断显示部分UI页面(例如用户点击“1、业务查询”时，显示图6b右侧所示的UI页面)，缓存部分UI页面(例如用户点击“1、业务查询”时，缓存图6c右侧所示的UI页面)。
可选的，当用户操作信息为返回上一级UI页面时，例如，用户在图6b左侧所示的UI页面点击“*返回上一级”，用户操作信息对应的UI页面如图6a所示。在这种情况下，终端设备可以直接从已缓存的UI页面中获取上一级UI页面，无需重新向应用服务器请求获取用户操作信息对应的UI页面。请参见图6d，图6d为本申请实施例提供的另一种用户操作信息对应的UI页面的示意图。当用户操作通话界面返回到图6d左侧所示的UI页面时，用户再次点击“2、账户充值”，即用户操作信息为用户在如图6d左侧所示的UI页面点击“2、账户充值”。若终端设备未从已缓存的业务页面信息中搜索到与该用户操作信息对应的UI页面元素和控制文件(例如需要显示键盘)，终端设备可以向应用服务器发送用户操作信息，请求获取用户操作信息对应的第二业务页面信息，例如获取如图6d右侧所示的UI页面，并在UI页面中通过JS脚本显示键盘。
在一种示例中，应用服务器还可以基于用户操作信息生成音频信息，并向呼叫中心发送音频信息。其中，本实施例所述的音频信息包括DTMF信号。例如，应用服务器可以将用户操作信息进行DTMF转换，转换为DTMF信号，并通过带内将DTMF信号发送给呼叫中心。根据协议标准，基于3GPP TS24.229的IMS会话业务流程可以通过SIP OA协商支持音频/视频/传真/文本方式交互，支持DTMF放音收号。也就是说，应用服务器基于用户操作生成音频信息，并向呼叫中心发送音频信息，可以实现数据通道中的互动式业务与媒体通道中的DTMF放音的同步。
在一种实现方式中，为了实现数据通道中的互动式业务与媒体通道中的DTMF放音的同步，应用服务器可以建立与呼叫中心之间的媒体通道，并通过与呼叫中心之间的媒体通道向呼叫中心发送音频信息。其中，当呼叫业务接通时，终端设备与呼叫中心之间建立了媒体通道。例如，终端设备与主叫SBC之间建立了媒体通道，主叫SBC与被叫IMS core之间建立了媒体通道，被叫IMS core与呼叫中心之间建立了媒体通道。可见，上述媒体通道可以实现终端设备与呼叫中心之间的语音互通。基于此，应用服务器可以将自身串接到 终端设备与呼叫中心之间的媒体通道中。例如，应用服务器建立与主叫SBC之间的媒体通道，以及与被叫IMS core之间的媒体通道，从而建立与呼叫中心之间的媒体通道，可以通过媒体通道向呼叫中心发送音频信息。
在一种示例中，若终端设备不再使用通话中的互动式业务，例如，用户选择转人工客服，终端设备可以通过数据通道向应用服务器发送业务终止操作信息，释放数据通道。其中，业务终止操作信息指示终止通话中的互动式业务。对应的，应用服务器接收来自终端设备的业务终止操作信息，确定用户不再需要使用数据通道，释放数据通道。在本示例中，当用户转人工客服时，终端设备与呼叫中心之间的媒体通道仍然保持连接状态。应用服务器可以基于业务终止操作信息向媒体通道发送切换放音信息，呼叫中心接收切换放音信息，转接人工客服。
可选的，若终端设备不再使用通话中的互动式业务，例如，用户挂机，终端设备可以向主叫IMS core发送BYE信令，主叫IMS core向电话服务器转发BYE信令。电话服务器接收BYE信令，确定用户挂机，可以向应用服务器发送呼叫结束事件。对应的，应用服务器接收呼叫结束事件，并基于呼叫结束事件释放数据通道。在这种情况下，由于用户已挂机，那么终端设备与呼叫中心之间的媒体通道也就不再需要保持连接状态了。应用服务器还可以释放与呼叫中心之间的媒体通道。
本申请实施例提供一种呼叫处理方法，该方法可以由应用服务器和终端设备之间的交互实现。其中，应用服务器检测到终端设备发起呼叫业务时，建立与终端设备之间的数据通道，并获取与呼叫业务对应的第一业务页面信息。应用服务器检测到呼叫业务接通时，通过数据通道向终端设备发送第一业务页面信息，以使终端设备在通话界面基于第一业务页面信息显示对应的UI页面。可见，应用服务器将原有的通话业务与互动式数据通道业务关联起来，由应用服务器向终端设备下发业务页面信息，从而使得终端设备可以实现通话中的互动式业务，有利于提高呼叫处理系统对通话业务的处理效率。
下面对本申请实施例所述的呼叫处理方法应用于如图1a所示的呼叫处理系统中时的业务流程进行详细的描述。请参见图7，图7为本申请实施例提供的一种通话中的互动式业务处理流程的示意图。图1a呼叫处理系统中的终端设备可以为插件式终端，即通过Enriched Calling引擎和操作系统实现互动式业务。其中，Enriched Calling引擎可以向终端设备的操作系统注册检测的终端设备的通话状态；应用服务设备(Enriched Calling AS)向电话服务器(TAS)订阅呼叫事件，如图7中的业务流程中的虚线箭头所示。
在图7中，执行各个业务流程的设备包括终端设备、边界会话控制设备、主叫IMS核心网设备(包括呼叫控制服务器)、电话服务器(包括开放式接口open API)、应用服务设备、应用媒体设备、被叫IMS核心网设备和呼叫中心/被叫设备。具体包括以下业务流程：
步骤1-5：用户拨打电话，终端设备发出INVITE呼叫信令，经过边界会话控制设备(主叫SBC设备)、主叫IMS核心网设备(即主叫IMS Core)转发到被叫IMS核心网设备(即被叫IMS core)，再由被叫IMS核心网设备转发到呼叫中心/被叫设备，如图7中的步骤1、4和5。其中，主叫IMS核心网设备还可以向电话服务器转发INVITE呼叫信令，电话服务器根据前述的订阅呼叫事件，向应用服务设备发送呼叫开始事件，如图7中的步骤2和3。其中，
其中，终端设备的呼叫触发到应用服务设备包括两种方式：
方式一：通过电话服务器(open API)到应用服务设备的方式触发。
方式二：通过呼叫控制服务器(CSCF)到应用服务设备的方式触发。
可选的，当用户拨打电话时，终端设备的操作系统获取呼叫开始事件，并向Enriched Calling引擎发送呼叫开始事件，如图7中的步骤1.1所示。
步骤P1：终端设备的Enriched Calling引擎进行鉴权认证。其中，步骤P1所示的认证方式可以包括终端设备与IMS网络的IMS GBA认证(如接入鉴权)，或者终端设备到应用服务器的单向认证(如第三方登录认证)，具体实现方式可以参考前文实施例中对认证方式的描述，在此不再赘述。
步骤6：终端设备的Enriched Calling引擎通过鉴权认证后，向应用服务设备发送数据通道建立请求消息。其中，该数据通道建立请求消息中包括认证令牌Token。
步骤P2：根据P1的鉴权方式，应用服务设备到对应的鉴权服务器去校验认证Token。
步骤7、应用服务设备根据终端设备的鉴权认证方式，到对应鉴权服务器校验Token；校验成功后向终端设备发送数据通道连接响应消息，建立与终端设备的Enriched Calling引擎之间的数据通道。
步骤8：Enriched Calling引擎通过数据通道向应用服务设备发送呼叫开始事件。其中，呼叫开始事件可以包括本次呼叫的主叫号码和被叫号码。
步骤9：应用服务设备根据电话服务器的呼叫开始事件和/或Enriched Calling引擎发送的呼叫开始事件，获取呼叫开始事件对应的第一业务页面信息，并向Enriched Calling引擎发送第一业务页面信息。
例如，应用服务设备可以根据呼叫开始事件中的被叫号码对应的第一业务页面信息。其中，应用服务设备还可以创建会话并记录会话标识(identify，ID)。在这种情况下，应用服务设备可以先向终端设备发送第一业务页面信息，终端设备接收后可以先缓存该第一业务页面信息，直至确认呼叫业务接通后，再显示对应的UI页面。其中，对第一业务页面信息的详细描述请参考前文实施例中对第一业务页面信息的描述，在此不再赘述。
步骤P3：Enriched Calling引擎接收第一业务页面信息，并下载对应的UI页面以及控制文件。其中，若应用服务设备发送的是HTML5页面的URL地址，Enriched Calling引擎要到对应的内容服务器下载完整的HTML5页面，是否缓存还是直接显示依赖于呼叫是否接通(即直至终端设备确认呼叫业务接通后，再显示对应的UI页面)。
步骤10-13：呼叫中心/被叫设备向被叫IMS核心网设备发送183消息，该183消息指示呼叫进行中。被叫IMS核心网设备向主叫IMS核心网设备发送183消息，则主叫侧(终端设备)和被叫侧(呼叫中心/被叫设备)建立媒体通道。其中，主叫IMS核心网设备还可以向电话服务器和Enriched Calling引擎分别发送183消息，则终端设备与呼叫中心/被叫设备建立媒体通道。
其中，建立的媒体通道用于传输音视频数据。
步骤14-17：呼叫中心/被叫设备向被叫IMS核心网设备发送180消息，该180消息指示呼叫振铃中。被叫IMS核心网设备向主叫IMS核心网设备发送180消息，指示被叫侧振铃。其中，主叫IMS核心网设备还可以向电话服务器和Enriched Calling引擎分别发送180 消息，指示被叫侧振铃。
步骤18：电话服务器根据呼叫订阅事件向应用服务设备发送呼叫振铃事件。
应用服务设备在接收到呼叫振铃事件后，可以向终端设备发送更新的业务页面信息。
步骤19-21：应用服务设备到Enriched Calling Media获取媒体端点(应用媒体设备的IP地址和/或端口号)后，并通过SIP协商更新原始(original)O侧、末(terminal)T侧媒体，将应用媒体设备串接到媒体通道中，便于后续根据用户的交互操作转换为带内信号在媒体通道中传输。其中，O侧是指终端设备，T侧是指呼叫中心/被叫设备。
如图7所示，应用媒体设备串接到媒体通道后，终端设备和被叫中心之间的媒体通道由4段组成，即终端设备-边界会话控制设备-应用媒体设备-被叫IMS核心网设备-呼叫中心/被叫设备。
步骤22-25：呼叫中心/被叫设备向被叫IMS核心网设备发送200ok消息(简称200消息)，该200消息指示呼叫已接通，呼叫中心开始放音(或终端设备与被叫设备开始通话)。被叫IMS核心网设备向主叫IMS核心网设备发送200消息。其中，主叫IMS核心网设备还可以向电话服务器和Enriched Calling引擎分别发送200消息，指示呼叫已接通。
步骤26：电话服务器根据呼叫订阅事件向应用服务设备发送呼叫接通事件。
步骤27：应用服务设备通过数据通道向Enriched Calling引擎发送页面指示信息。可选的，若Enriched Calling引擎已预先缓存第一业务页面信息，可以根据页面指示信息在音视频通话界面显示UI页面。若终端设备在呼叫业务接通后刷新UI页面，应用服务设备可以通过数据通道向Enriched Calling引擎发送新的业务页面信息。
步骤28：用户执行页面操作后，终端设备的操作系统获取用户执行的页面操作对应的用户操作信息，Enriched Calling引擎通过数据通道向应用服务设备发送用户操作信息。
步骤P4：应用服务设备根据上报的用户操作信息进行业务识别，根据用户操作信息获取第二业务页面信息，或者根据用户操作信息获取音频转换指示消息。
步骤29-31：应用服务设备向应用媒体设备发送音频转换指示消息；对应的，应用媒体设备收到音频转换指示消息，根据音频转换指示信息生成音频信息，从而实现将用户操作转换为音频信息(例如DTMF信号)，应用媒体设备随后通过带内将音频信息发送给呼叫中心/被叫设备。
应用服务设备还通过数据通道向Enriched Calling引擎发送第二业务页面信息。对应的，Enriched Calling引擎收到第二业务页面信息之后，可以下载对应的UI页面以及控制文件(同步骤P3)。本实施例所述的步骤27-31可循环，也就是说，用户可以多次执行页面操作，应用服务设备和应用媒体设备也将根据用户操作信息多次执行对应的操作。
可选的，在本实施例中，如果用户选择主动关闭UI界面显示的第二业务页面信息或选择转人工客服，则还可以包括步骤32-37。
步骤32：用户执行页面操作后，操作系统获取用户执行的页面操作对应的业务终止操作信息，Enriched Calling引擎通过数据通道向应用服务设备发送业务终止操作信息，终止当前的交互式业务。
步骤P5：应用服务设备根据业务终止操作信息进行业务识别，根据业务终止操作信息获取业务终止指示消息。
步骤33-35：应用服务设备根据业务终止操作信息，判断终端设备不再需要数据通道(如用户主动关闭UI界面显示的第二业务页面信息或转人工客服)，应用服务设备释放与Enriched Calling引擎之间的数据通道。
例如，若用户选择转人工服务，则应用服务设备进一步向应用媒体设备发送转人工指示信息，指示应用媒体设备将转人工服务的操作转换为音频信息，应用媒体设备通过带内将音频信息发送给呼叫中心。呼叫中心切换为人工客服。
步骤36-37：应用服务设备通过SIP协商更新O侧/T侧媒体，应用媒体设备退出媒体通道。
步骤38-41：用户在互动业务完成后，执行挂机操作，终端设备可以发出BYE信令，该BYE信令经过主叫IMS核心网设备转发到被叫IMS核心网设备，再由被叫IMS核心网设备转发到呼叫中心/被叫设备。
步骤42：电话服务器根据呼叫订阅事件向应用服务设备发送呼叫结束事件；
步骤43：终端设备的操作系统捕获呼叫结束事件，并通知Enriched Calling引擎呼叫结束。
步骤44：终端设备的Enriched Calling引擎向应用服务设备发送释放数据通道请求消息，终端设备也可以同步释放音视频媒体通道。
步骤P6和步骤45：应用服务设备释放数据通道，并释放媒体端点。
在本实施例中，如果应用服务设备在步骤34已经释放了数据通道，则上述步骤44-45可以不用执行。
综上所述，本申请实施例提供的一种呼叫处理方法应用于图1a所示的呼叫处理系统中时，整体业务流程如图7所示，即从终端设备发送INVITE呼叫信令开始，在用户进行通话的同时实现通话中的互动式业务。其中，通话中的互动式业务可以终止于用户转人工客服、用户主动关闭交互页面或者终端设备发送BYE信令(即用户挂机)。
下面对本申请实施例所述的呼叫处理方法应用于如图1b所示的呼叫处理系统中时的业务流程进行详细的描述。请参见图8，图8为本申请实施例提供的另一种通话中的互动式业务处理流程的示意图。图1b所示的呼叫处理系统中的终端设备为Native终端，即通过协议规定的DCMTSI客户端(包括支持通话中的互动式业务的数据通道和web引擎)实现通话中的互动式业务。其中，应用服务设备(Enriched Calling AS)可以向电话服务器(TAS)订阅呼叫事件，如图8中的业务流程中的虚线箭头所示。
在图8中，执行整个业务流程的设备包括终端设备、边界会话控制设备、主叫IMS核心网设备(包括呼叫控制服务器)、电话服务器(包括开放式接口)、应用服务设备(包括数据通道服务器(data channel server，DCS))、应用媒体设备、被叫IMS核心网设备和呼叫中心/被叫设备，具体包括以下业务流程：
步骤1-9：Native终端通过SIP信令协商建立数据通道(如bootstrap数据通道)。
其中，INVITE消息在终端设备与呼叫中心/被叫设备之间的传输，以及183消息在终端设备与呼叫中心/被叫设备之间的传输，与图7中的传输过程是类似的，可以参考图7中的步骤1-5以及步骤10-13中的描述，在此不再赘述。图8中的INVITE消息包括数据通道的相关信息，例如，INVITE消息包括数据通道的属性、服务质量、流ID等信息，用于进 行数据通道的协商。
可选的，本实施例中Native终端还可以通过其他消息协商建立数据通道。例如，应用服务设备通过UPDATE消息与终端设备协商建立数据通道，或者，应用服务设备通过Re-Invite消息与终端设备协商建立数据通道。
步骤10：Native终端在和应用服务设备建立数据通道后，终端设备通过数据通道向应用服务设备发送数据通道应用请求消息，请求获取当前的呼叫业务对应的数据通道应用(功能类似于图7中的步骤8的呼叫开始事件)。其中，数据通道应用请求消息中也可以包括主叫号码/被叫号码，便于应用服务设备将数据通道应用请求消息与步骤1-5中的INVITE消息关联起来。
例如，Native终端通过向ECS-AS发送数据通道应用请求消息，请求获取呼叫中心/被叫设备的数据通道应用(类似于图7中的第一业务页面信息)。其中，数据通道应用(data channel application，DC APP)由HTML网页(包括JS脚本)、图像和样式表等组成。
可选的，3GPP TS 26.114中描述的数据通道服务器用于与Native终端建立数据通道，并可以向终端设备分发数据通道应用。也就是说，DCS也可以在通话中的互动式业务处理流程中实现ECS-AS的功能。
步骤11：应用服务设备向终端设备发送对应的数据通道应用(类似于图7中的步骤9)。
可选的，应用服务设备中包括3GPP TS26.114中描述的数据通道仓库(data channel repository，DCR)功能，其可以用于存储Native终端的数据通道应用，也就是说，数据通道仓库也可以在通话中的互动式业务处理流程中实现CS类似的功能，数据通道仓库可以独立部署，也可以和应用服务设备合并部署。
步骤12-21：终端设备和呼叫中心/被叫设备之间传输180消息和200ok消息。其中，终端设备和呼叫中心/被叫设备之间传输180消息和200消息，与图7中的传输过程是类似的，可以参考图7中的步骤14-25中的描述，在此不再赘述。
步骤22-23：当终端设备操作呼叫中心/被叫设备的数据通道应用后，例如终端设备允许使用呼叫中心/被叫设备的数据通道应用时，终端设备与呼叫中心/被叫设备之间将建立对应的应用数据通道(如non-bootstrap数据通道)。
其中，Native终端可以只建立与ECS-AS之间的数据通道，而不需要再针对不同的应用分别建立应用数据通道。也就是说，终端设备与ECS-AS之间的数据通道应用可以直接在数据通道上传输，即步骤22-23为本实施例的可选步骤。
可选的，对于商家对顾客(business-to-customer，B2C)或顾客对商家(customer-to-business，C2B)业务，可以建立单边的应用数据通道(如终端设备到应用服务设备之间的non-bootstrap数据通道)；对于顾客对顾客(customer-to-customer，C2C)业务，可以建立主叫侧终端设备到被叫侧终端设备之间的non-bootstrap数据通道。其中，对于B2C或C2B业务，终端设备与应用服务设备之间的数据通道应用可以是前文实施例中的第一业务页面信息或第二业务页面信息。对于C2C业务，主叫侧终端设备与被叫侧终端设备之间的数据通道应用可以是通话名片。例如，主叫侧终端设备可以向被叫侧终端设备发送通话名片，该通话名片可以视为初始业务页面，包括UI页面元素，用于指示主叫侧终端设备的身份信息或来电意图等。
步骤24-27：呼叫中心/被叫设备获取终端设备的用户操作信息，根据用户操作信息进行放音。Native终端有两种可能的实现方式，一种方式是与插件式终端一致，用户通过点击UI页面的按钮输入操作，终端设备将用户操作转换为用户操作信息，并通过数据通道向应用服务设备发送用户操作信息。应用服务设备指示应用媒体设备将用户操作信息转换为音频信息(如DTMF信号)，并通过媒体通道发送给呼叫中心/被叫设备。另一种方式是终端设备通过数据通道向应用服务设备发送用户操作信息的同时，直接通过媒体通道向呼叫中心/被叫设备发送用户操作信息对应的音频信息，无需应用服务设备进行上报的操作与DTMF的转换。
步骤28-40：终端设备与呼叫中心/被叫设备之间的数据通道和媒体通道都被释放。其中，释放数据通道和媒体通道的过程与图7中的释放过程是类似的，可以参考图7中的步骤32-45中的描述，在此不再赘述。
综上所述，本申请实施例提供的一种呼叫处理方法应用于图1b所示的呼叫处理系统中时，整体业务流程与图7是类似的，区别在于建立的数据通道的类型有所区别，导致部分步骤不相同，但是两种业务流程的本质是相同的。
上文结合图1a至图8详细描述了本申请实施例的呼叫处理方法和呼叫处理系统，下面结合图9至图12，详细描述本申请实施例呼叫处理装置及相关设备。应理解，图9至图12所示的呼叫处理装置及相关设备能够实现图4、图7和图8所示的方法流程中的一个或者多个的步骤。为避免重复，在此不再详细赘述。
请参见图9，图9为本申请实施例提供的一种呼叫处理装置的结构示意图。图9所示的呼叫处理装置用于实现上述图4所示的实施例中应用服务器所执行的方法，包括处理单元901和收发单元902。其中，处理单元901用于检测到终端设备发起或接收呼叫业务时，建立与终端设备之间的数据通道；处理单元901还用于获取与呼叫业务对应的第一业务页面信息。当检测到呼叫业务接通时，收发单元902用于通过数据通道向终端设备发送第一业务页面信息。
在一种实现方式中，收发单元902用于向终端设备发送第一业务页面信息中的UI页面元素和控制文件，或者，收发单元902用于向终端设备发送第一业务页面信息中的UI页面元素和控制文件的URL地址。
在一种实现方式中，收发单元902用于接收来自电话服务器的呼叫开始事件，处理单元901用于根据呼叫开始事件确定终端设备发起呼叫业务；或者，收发单元902用于接收来自终端设备的数据通道建立请求消息，处理单元901用于根据数据通道建立请求消息确定终端设备发起呼叫业务。
在一种实现方式中，收发单元902用于接收来自电话服务器的被叫开始事件，处理单元901用于根据被叫开始事件确定终端设备接收呼叫业务；或者，收发单元902用于接收来自终端设备的数据通道建立请求消息，处理单元901用于根据数据通道建立请求消息确定终端设备发起或接收呼叫业务。
在一种实现方式中，收发单元902用于接收来自电话服务器或终端设备的呼叫应答消息，处理单元901用于根据呼叫应答消息确定终端设备接收呼叫业务。
在一种实现方式中，呼叫应答消息为200ok消息。
在一种实现方式中，收发单元902用于接收来自电话服务器的呼叫接通事件，处理单元901用于根据呼叫接通事件确定终端设备的呼叫业务接通；或者，收发单元902用于接收来自终端设备的呼叫通知消息，处理单元901用于根据呼叫通知消息确定终端设备的呼叫业务接通。
在一种实现方式中，处理单元901用于基于呼叫开始事件、呼叫通知消息或呼叫接通事件之一，获取对应的第一业务页面信息。
在一种实现方式中，处理单元901用于根据呼叫开始事件中包括的被叫号码，获取被叫号码对应的第一业务页面信息。
在一种实现方式中，收发单元902用于通过数据通道接收来自终端设备的用户操作信息，处理单元901用于基于用户操作信息获取对应的第二业务页面信息，收发单元902用于向终端设备发送第二业务页面信息。
在一种实现方式中，收发单元902用于通过数据通道接收来自终端设备的用户操作信息，处理单元901用于基于用户操作信息生成音频信息，收发单元902用于向呼叫中心发送音频信息。
在一种实现方式中，处理单元901用于建立与呼叫中心之间的媒体通道，收发单元902用于通过媒体通道向呼叫中心发送音频信息。可选的，处理单元901用于将应用服务器串接到终端设备与呼叫中心之间的媒体通道中，从而建立与呼叫中心之间的媒体通道。
在一种实现方式中，收发单元902用于通过数据通道向终端设备发送页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存对应的UI页面。
在一种实现方式中，收发单元902用于通过数据通道接收来自终端设备的业务终止操作信息，处理单元901用于释放数据通道。其中，业务终止操作信息指示终止通话中的互动式业务。
在一种实现方式中，收发单元902用于接收来自电话服务器的呼叫结束事件，处理单元901用于基于呼叫结束事件释放数据通道。
在一种实现方式中，处理单元901用于在检测到终端设备发起呼叫业务时，若终端设备鉴权通过，建立与终端设备之间的数据通道。
在一种实现方式中，图9中的各个单元所实现的相关功能可以通过收发器和处理器来实现。请参见图10，图10是本申请实施例提供的一种应用服务器的结构示意图，该应用服务器可以为具有执行图4所示的实施例所述的呼叫处理功能的设备(例如芯片)。该应用服务器可以包括收发器1001、至少一个处理器1002和存储器1003。其中，收发器1001、处理器1002和存储器1003可以通过一条或多条通信总线相互连接，也可以通过其它方式相连接。
其中，收发器1001可以用于发送数据，或者接收数据。可以理解的是，收发器1001是统称，可以包括接收器和发送器。例如，接收器用于接收来自终端设备的用户操作信息。又例如，发送器用于向终端设备发送第一业务页面信息。
其中，处理器1002可以用于对应用服务器的数据进行处理，例如，获取与呼叫业务对应的第一业务页面信息。处理器1002可以包括一个或多个处理器，例如该处理器1002可 以是一个或多个中央处理器(central processing unit，CPU)，网络处理器(network processor，NP)，硬件芯片或者其任意组合。在处理器1002是一个CPU的情况下，该CPU可以是单核CPU，也可以是多核CPU。
其中，存储器1003用于存储程序代码等。存储器1003可以包括易失性存储器(volatile memory)，例如随机存取存储器(random access memory，RAM)；存储器1003也可以包括非易失性存储器(non-volatile memory)，例如只读存储器(read-only memory，ROM)，快闪存储器(flash memory)，硬盘(hard disk drive，HDD)或固态硬盘(solid-state drive，SSD)；存储器1003还可以包括上述种类的存储器的组合。
其中，上述处理器1002和存储器1003可以通过接口耦合，也可以集成在一起，本实施例不作限定。
上述收发器1001和处理器1002可以用于图4所示的实施例中的呼叫处理方法，其中，具体实现方式如下：
处理器1002用于检测到终端设备发起或接收呼叫业务时，建立与终端设备之间的数据通道；处理器1002还用于获取与呼叫业务对应的第一业务页面信息；当检测到呼叫业务接通时，收发器1001用于通过数据通道向终端设备发送第一业务页面信息。
在一种实现方式中，收发器1001用于向终端设备发送第一业务页面信息中的UI页面元素和控制文件，或者，收发器1001用于向终端设备发送第一业务页面信息中的UI页面元素和控制文件的URL地址。
在一种实现方式中，收发器1001用于接收来自电话服务器的呼叫开始事件，处理器1002用于根据呼叫开始事件确定终端设备发起呼叫业务；或者，收发器1001用于接收来自终端设备的数据通道建立请求消息，处理器1002用于根据数据通道建立请求消息确定终端设备发起呼叫业务。
在一种实现方式中，收发器1001用于接收来自电话服务器的被叫开始事件，处理器1002用于根据被叫开始事件确定终端设备接收呼叫业务；或者，收发器1001用于接收来自终端设备的数据通道建立请求消息，处理器1002用于根据数据通道建立请求消息确定终端设备发起或接收呼叫业务。
在一种实现方式中，收发器1001用于接收来自电话服务器或终端设备的呼叫应答消息，处理器1002用于根据呼叫应答消息确定终端设备接收呼叫业务。
在一种实现方式中，呼叫应答消息为200ok消息。
在一种实现方式中，收发器1001用于接收来自电话服务器的呼叫接通事件，处理器1002用于根据呼叫接通事件确定终端设备的呼叫业务接通；或者，收发器1001用于接收来自终端设备的呼叫通知消息，处理器1002用于根据呼叫通知消息确定终端设备的呼叫业务接通。
在一种实现方式中，处理器1002用于基于呼叫开始事件、呼叫通知消息或呼叫接通事件之一，获取对应的第一业务页面信息。
在一种实现方式中，处理器1002用于根据呼叫开始事件中包括的被叫号码，获取被叫号码对应的第一业务页面信息。
在一种实现方式中，收发器1001用于通过数据通道接收来自终端设备的用户操作信 息，处理器1002用于基于用户操作信息获取对应的第二业务页面信息，收发器1001用于向终端设备发送第二业务页面信息。
在一种实现方式中，收发器1001用于通过数据通道接收来自终端设备的用户操作信息，处理器1002用于基于用户操作信息生成音频信息，收发器1001用于向呼叫中心发送音频信息。
在一种实现方式中，处理器1002用于建立与呼叫中心之间的媒体通道，收发器1001用于通过媒体通道向呼叫中心发送音频信息。可选的，处理器1002用于将应用服务器串接到终端设备与呼叫中心之间的媒体通道中，从而建立与呼叫中心之间的媒体通道。
在一种实现方式中，收发器1001用于通过数据通道向终端设备发送页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存对应的UI页面。
在一种实现方式中，收发器1001用于通过数据通道接收来自终端设备的业务终止操作信息，处理器1002用于释放数据通道。其中，业务终止操作信息指示终止通话中的互动式业务。
在一种实现方式中，收发器1001用于接收来自电话服务器的呼叫结束事件，处理器1002用于基于呼叫结束事件释放数据通道。
在一种实现方式中，处理器1002用于在检测到终端设备发起呼叫业务时，若终端设备鉴权通过，建立与终端设备之间的数据通道。
请参见图11，图11为本申请实施例提供的另一种呼叫处理装置的结构示意图。图11所示的呼叫处理装置用于实现上述图4所示的实施例中终端设备所执行的方法，包括处理单元1101和收发单元1102。其中，在发起或接收呼叫业务时，处理单元1101用于建立与应用服务器之间的数据通道。收发单元1102用于通过数据通道接收与呼叫业务对应的第一业务页面信息。在呼叫业务接通时，处理单元1101在通话界面基于第一业务页面信息显示对应的UI页面。
在一种实现方式中，收发单元1102用于通过数据通道接收第一业务页面信息包括的UI页面元素和控制文件；或者，收发单元1102用于通过数据通道接收第一业务页面信息包括的UI页面元素和控制文件的URL地址。
在一种实现方式中，处理单元1101用于建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。
在一种实现方式中，处理单元1101用于通过边界网关控制器建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。
在一种实现方式中，收发单元1102用于接收来自呼叫控制服务器的183消息，向应用服务器发送呼叫开始事件。
在一种实现方式中，收发单元1102用于接收来自呼叫控制服务器的200消息，向应用服务器发送呼叫通知消息。
在一种实现方式中，处理单元1101用于获取用户操作信息，收发单元1102用于通过数据通道向应用服务器发送用户操作信息，并通过数据通道接收用户操作信息对应的第二业务页面信息。
在一种实现方式中，收发单元1102用于通过数据通道接收来自应用服务器的页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存UI页面。
在一种实现方式中，处理单元1101用于以覆盖通话界面的方式基于第一业务页面信息显示对应的UI页面；或者，处理单元1101用于在通话界面上方的悬浮窗口中显示第一业务页面信息对应的UI页面。
在一种实现方式中，收发单元1102用于通过数据通道向应用服务器发送业务终止操作信息，该业务终止操作信息指示终止通话中的互动式业务。
在一种实现方式中，处理单元1101用于在发起或接收呼叫业务时，若终端设备鉴权通过，建立与应用服务器之间的数据通道。
在一种实现方式中，图11中的各个单元所实现的相关功能可以通过收发器和处理器来实现。请参见图12，图12是本申请实施例提供的一种终端设备的结构示意图。该终端设备可以包括收发器1201、至少一个处理器1202和存储器1203。其中，收发器1201、处理器1202和存储器1203可以通过一条或多条通信总线相互连接，也可以通过其它方式相连接。
其中，收发器1201可以用于发送数据，或者接收数据。可以理解的是，收发器1201是统称，可以包括接收器和发送器。例如，发送器用于向应用服务器发送用户操作信息。又例如，接收器用于接收来自应用服务器的第一业务页面信息。
其中，处理器1202可以用于对终端设备的数据进行处理，例如，在通话界面基于第一业务页面信息显示对应的UI页面。处理器1202可以包括一个或多个处理器，例如该处理器1202可以是一个或多个中央处理器(central processing unit，CPU)，网络处理器(network processor，NP)，硬件芯片或者其任意组合。在处理器1202是一个CPU的情况下，该CPU可以是单核CPU，也可以是多核CPU。
其中，存储器1203用于存储程序代码等。存储器1203可以包括易失性存储器(volatile memory)，例如随机存取存储器(random access memory，RAM)；存储器1203也可以包括非易失性存储器(non-volatile memory)，例如只读存储器(read-only memory，ROM)，快闪存储器(flash memory)，硬盘(hard disk drive，HDD)或固态硬盘(solid-state drive，SSD)；存储器1203还可以包括上述种类的存储器的组合。
其中，上述处理器1202和存储器1203可以通过接口耦合，也可以集成在一起，本实施例不作限定。
上述收发器1201和处理器1202可以用于图4所示的实施例中的呼叫处理方法，其中，具体实现方式如下：
在发起或接收呼叫业务时，处理器1202用于建立与应用服务器之间的数据通道。收发器1201用于通过数据通道接收与呼叫业务对应的第一业务页面信息。在呼叫业务接通时，处理器1202在通话界面基于第一业务页面信息显示对应的UI页面。
在一种实现方式中，收发器1201用于通过数据通道接收第一业务页面信息包括的UI页面元素和控制文件；或者，收发器1201用于通过数据通道接收第一业务页面信息包括的UI页面元素和控制文件的URL地址。
在一种实现方式中，处理器1202用于建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。
在一种实现方式中，处理器1202用于通过边界网关控制器建立与呼叫中心之间媒体通道，通过媒体通道接收通话的媒体流。
在一种实现方式中，收发器1201用于接收来自呼叫控制服务器的183消息，向应用服务器发送呼叫开始事件。
在一种实现方式中，收发器1201用于接收来自呼叫控制服务器的200消息，向应用服务器发送呼叫通知消息。
在一种实现方式中，处理器1202用于获取用户操作信息，收发器1201用于通过数据通道向应用服务器发送用户操作信息，并通过数据通道接收用户操作信息对应的第二业务页面信息。
在一种实现方式中，收发器1201用于通过数据通道接收来自应用服务器的页面指示信息，页面指示信息用于指示终端设备显示第一业务页面信息对应的UI页面或者缓存UI页面。
在一种实现方式中，处理器1202用于以覆盖通话界面的方式基于第一业务页面信息显示对应的UI页面；或者，处理器1202用于在通话界面上方的悬浮窗口中显示第一业务页面信息对应的UI页面。
在一种实现方式中，收发器1201用于通过数据通道向应用服务器发送业务终止操作信息，该业务终止操作信息指示终止通话中的互动式业务。
在一种实现方式中，处理器1202用于在发起或接收呼叫业务时，若终端设备鉴权通过，建立与应用服务器之间的数据通道。
本申请实施例提供一种呼叫处理系统，该呼叫处理系统包括前述实施例所述的应用服务器和终端设备。
本申请实施例提供一种计算机可读存储介质，该计算机可读存储介质存储有程序或指令，当所述程序或指令在计算机上运行时，使得计算机执行本申请实施例中的呼叫处理方法。
本申请实施例提供一种芯片或者芯片系统，该芯片或者芯片系统包括至少一个处理器和接口，接口和至少一个处理器通过线路互联，至少一个处理器用于运行计算机程序或指令，以进行本申请实施例中的呼叫处理方法。
其中，芯片中的接口可以为输入/输出接口、管脚或电路等。
上述方面中的芯片系统可以是片上系统(system on chip，SOC)，也可以是基带芯片等，其中基带芯片可以包括处理器、信道编码器、数字信号处理器、调制解调器和接口模块等。
在一种实现方式中，本申请中上述描述的芯片或者芯片系统还包括至少一个存储器，该至少一个存储器中存储有指令。该存储器可以为芯片内部的存储单元，例如，寄存器、缓存等，也可以是该芯片的存储单元(例如，只读存储器、随机存取存储器等)。
在上述实施例中，可以全部或部分地通过软件、硬件、固件或者其任意组合来实现。当使用软件实现时，可以全部或部分地以计算机程序产品的形式实现。计算机程序产品包括一个或多个计算机指令。在计算机上加载和执行所述计算机指令时，全部或部分地产生 按照本申请实施例所述的流程或功能。计算机可以是通用计算机、专用计算机、计算机网络、或者其他可编程装置。计算机指令可以存储在计算机可读存储介质中，或者从一个计算机可读存储介质向另一个计算机可读存储介质传输，例如，计算机指令可以从一个网站站点、计算机、服务器或数据中心通过有线(例如同轴电缆、光纤、数字用户线(digital subscriber line，DSL))或无线(例如红外、无线、微波等)方式向另一个网站站点、计算机、服务器或数据中心进行传输。计算机可读存储介质可以是计算机能够存取的任何可用介质或者是包含一个或多个可用介质集成的服务器、数据中心等数据存储设备。所述可用介质可以是磁性介质(例如，软盘、硬盘、磁带)、光介质(例如，高密度数字视频光盘(digital video disc，DVD))、或者半导体介质(例如，固态硬盘(solid state disk，SSD))等。
本领域普通技术人员可以意识到，结合本文中所公开的实施例描述的各示例的单元及算法步骤，能够以电子硬件、计算机软件或者二者的结合来实现，为了清楚地说明硬件和软件的可互换性，在上述说明中已经按照功能一般性地描述了各示例的组成及步骤。这些功能究竟以硬件还是软件方式来执行，取决于技术方案的特定应用和设计约束条件。专业技术人员可以对每个特定的应用来使用不同方法来实现所描述的功能，但是这种实现不应认为超出本申请的范围。
以上所述，仅为本申请的具体实施方式，但本申请的保护范围并不局限于此，任何熟悉本技术领域的技术人员在本申请揭露的技术范围内，可轻易想到变化或替换，都应涵盖在本申请的保护范围之内。因此，本申请的保护范围应以所述权利要求的保护范围为准。

Claims (23)

  1. 一种呼叫处理方法，其特征在于，所述方法包括：
    应用服务器检测到终端设备发起或接收呼叫业务时，建立与所述终端设备之间的数据通道；
    所述应用服务器获取与所述呼叫业务对应的第一业务页面信息；
    所述应用服务器检测到所述呼叫业务接通时，通过所述数据通道向所述终端设备发送所述第一业务页面信息。
  2. 根据权利要求1所述的方法，其特征在于，所述第一业务页面信息包括用户界面UI页面元素和控制文件，或所述第一业务页面信息包括所述UI页面元素和所述控制文件的资源定位符URL地址。
  3. 根据权利要求1所述的方法，其特征在于，所述应用服务器检测到终端设备发起呼叫业务，包括：
    所述应用服务器接收来自电话服务器的呼叫开始事件，根据所述呼叫开始事件确定所述终端设备发起呼叫业务；或
    所述应用服务器接收来自终端设备的数据通道建立请求消息，根据所述数据通道建立请求消息确定所述终端设备发起呼叫业务。
  4. 根据权利要求1所述的方法，其特征在于，所述应用服务器检测到所述呼叫业务接通，包括：
    所述应用服务器接收来自电话服务器的呼叫接通事件，根据所述呼叫接通事件确定所述呼叫业务接通；或
    所述应用服务器接收来自终端设备的呼叫通知消息，根据所述呼叫通知消息确定所述呼叫业务接通。
  5. 根据权利要求3或4所述的方法，其特征在于，所述应用服务器获取与所述呼叫业务对应的第一业务页面信息，包括：
    所述应用服务器基于所述呼叫开始事件、所述呼叫通知消息或所述呼叫接通事件，获取与所述呼叫业务对应的第一业务页面信息。
  6. 根据权利要求5所述的方法，其特征在于，所述应用服务器基于所述呼叫开始事件，获取与所述呼叫业务对应的第一业务页面信息，包括：
    所述应用服务器根据所述呼叫开始事件中包括的被叫号码，获取所述被叫号码对应的第一业务页面信息。
  7. 根据权利要求1所述的方法，其特征在于，所述方法还包括：
    所述应用服务器通过所述数据通道接收来自所述终端设备的用户操作信息。
  8. 根据权利要求7所述的方法，其特征在于，所述方法还包括：
    所述应用服务器获取与所述用户操作信息对应的第二业务页面信息；
    所述应用服务器通过所述数据通道向所述终端设备发送所述第二业务页面信息。
  9. 根据权利要求7所述的方法，其特征在于，所述方法还包括：
    所述应用服务器基于所述用户操作信息生成音频信息；
    所述应用服务器向呼叫中心发送所述音频信息。
  10. 根据权利要求9所述的方法，其特征在于，所述应用服务器向呼叫中心发送所述音频信息，包括：
    所述应用服务器建立与呼叫中心之间的媒体通道；
    所述应用服务器通过所述媒体通道向所述呼叫中心发送所述音频信息。
  11. 根据权利要求1或7所述的方法，其特征在于，所述方法还包括：
    所述应用服务器通过所述数据通道向所述终端设备发送页面指示信息，所述页面指示信息用于指示所述终端设备显示所述第一业务页面信息对应的UI页面或者缓存所述UI页面。
  12. 根据权利要求10所述的方法，其特征在于，所述应用服务器建立与呼叫中心之间的媒体通道包括：
    所述应用服务器将自身串接到所述终端设备与所述呼叫中心之间的媒体通道中。
  13. 一种呼叫处理方法，其特征在于，所述方法包括：
    终端设备在发起或接收呼叫业务时，建立与应用服务器之间的数据通道；
    所述终端设备通过所述数据通道接收与所述呼叫业务对应的第一业务页面信息；
    所述终端设备在所述呼叫业务接通时，在通话界面显示所述第一业务页面信息对应的UI页面。
  14. 根据权利要求13所述的方法，其特征在于，所述第一业务页面信息包括UI页面元素和控制文件，或所述第一业务页面信息包括所述UI页面元素和所述控制文件的资源定位符URL地址。
  15. 根据权利要求13或14所述的方法，其特征在于，所述方法还包括：
    所述终端设备建立与呼叫中心之间媒体通道，通过所述媒体通道接收所述呼叫业务的媒体流。
  16. 根据权利要求13或14所述的方法，其特征在于，所述方法还包括：
    所述终端设备接收来自呼叫控制服务器的183消息，向所述应用服务器发送呼叫开始事件。
  17. 根据权利要求13或14所述的方法，其特征在于，所述方法还包括：
    所述终端设备接收来自呼叫控制服务器的200消息，向所述应用服务器发送呼叫通知消息。
  18. 根据权利要求13所述的方法，其特征在于，所述方法还包括：
    所述终端设备获取用户操作信息；
    所述终端设备通过所述数据通道向所述应用服务器发送所述用户操作信息。
  19. 根据权利要求13或18所述的方法，其特征在于，所述方法还包括：
    所述终端设备通过所述数据通道接收来自应用服务器的页面指示信息，所述页面指示信息用于指示所述终端设备显示所述第一业务页面信息对应的UI页面或者缓存所述UI页面。
  20. 根据权利要求13或14所述的方法，其特征在于，所述终端设备在通话界面显示所述第一业务页面信息对应的UI页面，包括：
    所述终端设备在所述通话界面上方的悬浮窗口中显示所述第一业务页面信息对应的UI页面。
  21. 一种应用服务器，其特征在于，包括存储器和处理器；
    所述存储器，用于存储指令；
    所述处理器，用于执行所述指令，使得如权利要求1至12中任意一项所述的方法被执行。
  22. 一种终端设备，其特征在于，包括存储器和处理器；
    所述存储器，用于存储指令；
    所述处理器，用于执行所述指令，使得如权利要求13至20中任意一项所述的方法被执行。
  23. 一种计算机可读存储介质，其特征在于，包括程序或指令，当所述程序或指令在计算机上运行时，如权利要求1至12或13至20中任意一项所述的方法被执行。
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