CN104378517B - The communication means and system of mobile terminal and call center - Google Patents
The communication means and system of mobile terminal and call center Download PDFInfo
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- CN104378517B CN104378517B CN201310357134.4A CN201310357134A CN104378517B CN 104378517 B CN104378517 B CN 104378517B CN 201310357134 A CN201310357134 A CN 201310357134A CN 104378517 B CN104378517 B CN 104378517B
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Abstract
The invention discloses the communication means and system of a kind of mobile terminal and call center.The communication means includes the following steps：The mobile terminal completes the registration on SBC by application program and establishes the Signalling exchange with the voice communication of the call center by SBC；User is sent to SM by the mobile terminal by the information that the application program inputs, while establishing the voice flow between the mobile terminal and the call center；CTI obtains the information from SM and is after parsing forwarded to the information after parsing and attends a banquet, this is attended a banquet attends a banquet for what the voice flow reached.The present invention can send information to call center in the application, and by application program error message or the content that has a question pass to attending a banquet for call center, thereby compensate for some error messages or business demand in voice communication and be difficult to the defect accurately expressed.
Description
Technical field
The present invention relates to the communication means and system of a kind of mobile terminal and call center.
Background technology
With the growth using smart phone user, client is increasingly being attracted to mobile network and is coming up.Using shifting
Flowing mode and application program have become certainty as client and the most important communication way of enterprise.But intelligent mobile mode again not
Can completely replace client and enterprise communication, therefore from another level for, mobile Internet is both the innovation of traditional industries,
It is the auxiliary of traditional industries again.It needs constantly to explore and how mutually tie the characteristic of mobile Internet and traditional industries and enterprise's application
It closes, customer service mode of the call center as traditional person-to-person communication, effectively can make up and supplement intelligent mobile end
Human-computer interaction is held to there is interactive sex chromosome mosaicism.
However, in some cases, voice communication can not accurately express the business demand of client.There is an urgent need for one kind as a result,
The mode for having both voice communication and information transmission, to improve the communication of business demand.
Invention content
The technical problem to be solved by the present invention is in order to overcome voice communication in the prior art that can not accurately express client
Business demand defect, a kind of communication for the mobile terminal and call center having both voice communication and information transfer function is provided
Method and system can send information in the application（Such as multimedia messages）To call center, and will be in application program
Error message or the content that has a question pass to attending a banquet for call center, thereby compensate for some error messages in voice communication
Or business demand is difficult to the defect accurately expressed.
The present invention is to solve above-mentioned technical problem by following technical proposals：
A kind of communication means of mobile terminal and call center, feature are that the call center includes SM（Session
Manager, session manager）And CTI（Computer Telephony Integration, computer telephone integration）, this is logical
Letter method includes the following steps：
Step S1, the mobile terminal by application program complete in SBC（Session Border Controller, session
Boarder controller）On registration and pass through SBC and establish Signalling exchange with the voice communication of the call center；
Step S2, user is sent to SM by the information that the application program inputs, while establishing the shifting by the mobile terminal
Dynamic voice flow between terminal and the call center；
Step S3, CTI obtain the information from SM and be after parsing forwarded to the information after parsing and attend a banquet, this is attended a banquet
It attends a banquet for what the voice flow reached.
The voice signaling and information sent due to mobile terminal is carried out in the same calling, final information
（Such as text message, multimedia messages）It all lands to same and attends a banquet with voice flow, complete voice-and-data simultaneously to calling
Center.In this way, the communication of user and call center is just more comprehensive, communication is also just more smoothly, and attending a banquet for call center can
The business demand of user is fully understanded with the information sent in conjunction with user.Particularly with the industry in some application program uses
Business, in the case where language is difficult to entirely accurate expression, can to attend a banquet by the transmission of information timely and accurately understands, and matches
Voice communication is closed, problem can be made to obtain more timely, satisfactory solution.
Preferably, step S1Include the following steps：
Step S11, the mobile terminal completes registration on SBC by application program and initiates a session request to SBC；
Step S12, SBC the session request is forwarded to SM and notify the mobile terminal be try to establish connection；
Step S13, SM sends 183 signalings and 183 signalings returned back to the mobile terminal to require mobile terminal to SBC, SBC
Confirmation message；
Step S14, SBC the confirmation message that the mobile terminal is replied is forwarded to SM；
Step S15, obtain after SM confirms 200 signalings of PRACK, SBC forwards 200 signalings to the mobile terminal；
Step S16, complete after PRACK confirms, SM, which replys mobile terminal, confirms 200 signalings of the session request；
Step S17, the mobile terminal reply confirm, complete the Signalling exchange of voice communication.（Wherein, 183,200 and PRACK
All it is sip protocol（Session Initiation Protocol, the signaling control protocol of an application layer）In standard letter
It enables, is similar to ICP/IP protocol（Network communication protocol）Three-way handshake agreement it is the same, specific meaning is as follows：PRACK：It is corresponding
To the confirmation request of intermediate condition responsive, 183：The called notice signaling that voice resource is provided；200：It indicates to confirm.）
Preferably, the Signalling exchange of voice communication passes through SDP（Session Description Protocol conversation descriptions
Agreement）It realizes.
Preferably, which includes below one or more：When session name, session purpose, session survival
Between, comprising in a session media information, believe to receive information, the bandwidth information that uses and reliable contact needed for media
Breath is comprising media information in a session includes：Medium type, transport protocol, media formats, multicast or far-end address
The port and.
Preferably, which includes time, place and business demand.
The present invention also provides the communication system of a kind of mobile terminal and call center, feature is, call center packet
SM and CTI are included, which includes SBC, wherein
The SBC is used to complete to register and for establishing the mobile terminal and the calling by application program for the mobile terminal
The Signalling exchange of the voice communication at center；
SM be used to receive mobile terminal transmission the information that is inputted by the application program of user and at the same build
Vertical voice flow between the mobile terminal and the call center；
CTI attends a banquet for obtaining the information from SM and be after parsing forwarded to the information after parsing, this attend a banquet for
What the voice flow reached attends a banquet.
The voice signaling and information sent due to mobile terminal is carried out in the same calling, final information
（Such as text message, multimedia messages）It all lands to same and attends a banquet with voice flow, complete voice-and-data simultaneously to calling
Center.In this way, the communication of user and call center is just more comprehensive, communication is also just more smoothly, and attending a banquet for call center can
The business demand of user is fully understanded with the information sent in conjunction with user.Particularly with the industry in some application program uses
Business, in the case where language is difficult to entirely accurate expression, can to attend a banquet by the transmission of information timely and accurately understands, and matches
Voice communication is closed, problem can be made to obtain more timely, satisfactory solution.
Preferably, which is used to receive the session request of mobile terminal initiation and the session request is forwarded to SM
And the mobile terminal is notified to be try to establish connection；
183 signalings are returned back to the mobile terminal to require mobile terminal by SM for sending 183 signalings to SBC by SBC
Confirmation message；
The SBC is additionally operable to the confirmation message that the mobile terminal is replied is forwarded to SM and for obtaining SM to PRACK
200 signalings confirm after forward 200 signalings to the mobile terminal；
SM is additionally operable to after completing PRACK and confirming, is replied mobile terminal and is confirmed to 200 signalings of the session request.
Preferably, which is used to realize the Signalling exchange of voice communication by SDP.
Preferably, which includes below one or more：When session name, session purpose, session survival
Between, comprising in a session media information, believe to receive information, the bandwidth information that uses and reliable contact needed for media
Breath is comprising media information in a session includes：Medium type, transport protocol, media formats, multicast or far-end address
The port and.
Preferably, which includes time, place and business demand.
On the basis of common knowledge of the art, above-mentioned each optimum condition can be combined arbitrarily to get each preferable reality of the present invention
Example.
The positive effect of the present invention is that：A kind of mobile terminal having both voice communication and information transfer function is provided
With the communication means and system of call center, information can be sent in the application（Such as multimedia messages）To in calling
The heart, and by application program error message or the content that has a question pass to attending a banquet for call center, thereby compensate for voice
Some error messages or business demand are difficult to the defect accurately expressed in communication.The voice signaling and letter sent due to mobile terminal
Breath is carried out in the same calling, therefore final information（Such as text message, multimedia messages）It is all fallen with voice flow
Ground is attended a banquet to same, is completed voice-and-data and is arrived call center simultaneously, comprehensively understands user's in time convenient for call center
Actual demand.
Description of the drawings
Fig. 1 is the flow chart of the mobile terminal of one embodiment of the invention and the communication means of call center.
Fig. 2 is the flow chart of method of calling in the mobile terminal of one embodiment of the invention and the communication means of call center.
Fig. 3 is the structure diagram of the mobile terminal of one embodiment of the invention and the communication system of call center.
Specific implementation mode
It is further illustrated the present invention below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Below with reference to Fig. 1-3, it is further described the communication means of mobile terminal of the present invention and call center and is
System.
In the mobile terminal and the communication means of call center, which includes SM and CTI, which includes
Following steps：
Step S1, the mobile terminal by application program complete registration on SBC and by SBC establish in the calling
The Signalling exchange of the voice communication of the heart；
Step S2, user is sent to SM by the information that the application program inputs, while establishing the shifting by the mobile terminal
Dynamic voice flow between terminal and the call center；
Step S3, CTI obtain the information from SM and be after parsing forwarded to the information after parsing and attend a banquet, this is attended a banquet
It attends a banquet for what the voice flow reached.
Wherein, step S1Include the following steps：
Step S11, the mobile terminal completes registration on SBC by application program and initiates a session request to SBC；
Step S12, SBC the session request is forwarded to SM and notify the mobile terminal be try to establish connection；
Step S13, SM sends 183 signalings and 183 signalings returned back to the mobile terminal to require mobile terminal to SBC, SBC
Confirmation message；
Step S14, SBC the confirmation message that the mobile terminal is replied is forwarded to SM；
Step S15, obtain after SM confirms 200 signalings of PRACK, SBC forwards 200 signalings to the mobile terminal；
Step S16, complete after PRACK confirms, SM, which replys mobile terminal, confirms 200 signalings of the session request；
Step S17, the mobile terminal reply confirm, complete the Signalling exchange of voice communication.
Specifically, the Signalling exchange of voice communication is realized by SDP.
The session request includes below one or more：Session name session purpose, the session survival time, includes
Media information in a session, the information to receive needed for media（Such as address information, interface message, format information etc.）, make
Bandwidth information and reliable contact information（Contact information）Comprising media letter in a session
Breath includes：Medium type（Such as audio, video）, transport protocol（RTP/UDP/IP, H.320）, media formats（H.261
Video, MPEG video）, multicast or distal end（Unicast）Address and port.What briefly session request included is mainly used for
Structure request and 200 OK response messages message body, for it is main called subscriber's switched-media information.
Also, the information includes time, place and business demand, that is, be used to help call center attend a banquet in time understand user
The information of demand.
With reference to figure 2（In order to meet the custom of this field, the term in Fig. 2 uses English expression commonly used in the art, each
The concrete meaning of term has explanation in context）, in simple terms, the process for establishing voice signaling interaction is such：
1. mobile terminal need to be completed to register on SBC in advance, a session request INVITE is then initiated（SDP）, in SDP
In include specific request content；
Session request is transmitted to call center's Session Manager processing by 2.SBC, and notice mobile terminal is
It attempts to establish connection；
3.Session Manager first reply message that one is try to SBC, while sending one 183 signaling
It informs and is handling；
183 signaling is replied to mobile terminal by 4.SBC, and mobile terminal is required to confirm；
The confirmation message that mobile terminal is replied is transmitted to Session Manager by 5.SBC；
6. after obtaining Session Manager to the 200 OK confirmations of PRACK, SBC forwards the information to mobile terminal；
7. after completing the confirmation for PRACk, Session Manger reply 200 Ok to mobile terminal INVITE
（SDP）Confirmation；
Confirm 8. mobile terminal is replied, completes the Signalling exchange of entire voice communication；
9. at this point, the message of mobile terminal user's input is sent to Session Manager in a manner of MESSAGE；
10.CTI systems obtain this MESSAGE from Session Manager, and are given to final attend a banquet after parsing；
11. while mobile terminal sends MESSAGE, voice flow（RTP）It has begun in mobile terminal and calling
It is established between the heart, and finally traffic is routed to and is attended a banquet；
12. the voice signaling and MESSAGE message that are sent due to mobile terminal are carried out in the same calling,
Final text message and voice flow are all landed to same and are attended a banquet, and are completed voice-and-data and are arrived call center simultaneously.
With reference to figure 3, correspondingly, in the communication system of mobile terminal of the present invention and call center, in the calling
The heart 3 includes SM and CTI, which includes SBC2, wherein
The SBC2 is used to supply the mobile terminal 1 to complete to register and for establishing the mobile terminal 1 and being somebody's turn to do by application program
The Signalling exchange of the voice communication of call center 3；
SM be used to receive the mobile terminal 1 transmission the information that is inputted by the application program of user and at the same build
Vertical voice flow between the mobile terminal 1 and the call center 3；
CTI attends a banquet for obtaining the information from SM and be after parsing forwarded to the information after parsing, this attend a banquet for
What the voice flow reached attends a banquet.
The voice signaling and information sent due to mobile terminal is carried out in the same calling, final information
（Such as text message, multimedia messages）It all lands to same and attends a banquet with voice flow, complete voice-and-data simultaneously to calling
Center.In this way, the communication of user and call center is just more comprehensive, communication is also just more smoothly, and attending a banquet for call center can
The business demand of user is fully understanded with the information sent in conjunction with user.Particularly with the industry in some application program uses
Business, in the case where language is difficult to entirely accurate expression, can to attend a banquet by the transmission of information timely and accurately understands, and matches
Voice communication is closed, problem can be made to obtain more timely, satisfactory solution.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that these
It is merely illustrative of, protection scope of the present invention is defined by the appended claims.Those skilled in the art is not carrying on the back
Under the premise of from the principle and substance of the present invention, many changes and modifications may be made, but these are changed
Protection scope of the present invention is each fallen with modification.
Claims (10)
1. the communication means of a kind of mobile terminal and call center, which is characterized in that the call center includes session manager SM
With computer telephone integration CTI, which includes the following steps：
Step S1, the mobile terminal completes registration on Session Border Controller SBC by application program and established by SBC
With the Signalling exchange of the voice communication of the call center；
Step S2, user is sent to SM by the information that the application program inputs, while establishing the mobile terminal by the mobile terminal
Voice flow between the call center；
Step S3, CTI obtain the information from SM and be after parsing forwarded to the information after parsing and attend a banquet, this is attended a banquet as this
What voice flow reached attends a banquet.
2. the communication means of mobile terminal as described in claim 1 and call center, which is characterized in that step S1Including following
Step：
Step S11, the mobile terminal completes registration on SBC by application program and initiates a session request to SBC；
Step S12, SBC the session request is forwarded to SM and notify the mobile terminal be try to establish connection；
Step S13, SM sends 183 signalings and 183 signalings returned back to the mobile terminal to require mobile terminal really to SBC, SBC
Recognize message；
Step S14, SBC the confirmation message that the mobile terminal is replied is forwarded to SM；
Step S15, obtain after SM starts confirmation operation to 200 signalings of PRACK, SBC forwards 200 signalings to the mobile terminal,
PRACK indicates the confirmation request to intermediate condition responsive；
Step S16, complete to the confirmation operation of 200 signalings of PRACK after, SM to mobile terminal reply to the 200 of the session request
Signaling confirms；
Step S17, the mobile terminal reply confirm, complete the Signalling exchange of voice communication.
3. the communication means of mobile terminal as claimed in claim 2 and call center, which is characterized in that the signaling of voice communication
Interaction is realized by Session Description Protocol SDP.
4. the communication means of mobile terminal as claimed in claim 3 and call center, which is characterized in that wrapped in the session request
It includes below one or more：Session name, session purpose, the session survival time, comprising in a session media information, to connect
Information, the bandwidth information that uses and the reliable contact information needed for media are received comprising media information in a session
Including：Medium type, transport protocol, media formats, port and multicast address, or, including comprising media information in a session：
Medium type, transport protocol, media formats, port and far-end address.
5. the communication means of mobile terminal as claimed in claim 1 or 2 and call center, which is characterized in that the information includes
Time, place and business demand.
6. the communication system of a kind of mobile terminal and call center, which is characterized in that the call center includes SM and CTI, this is logical
Letter system includes SBC, wherein
The SBC is used to complete to register and for establishing the mobile terminal and the call center by application program for the mobile terminal
Voice communication Signalling exchange；
SM is used to receive the information that the user that the mobile terminal is sent is inputted by the application program and is used to while establishing be somebody's turn to do
Voice flow between mobile terminal and the call center；
CTI attends a banquet for obtaining the information from SM and being after parsing forwarded to the information after parsing, this is attended a banquet as the language
What sound stream reached attends a banquet.
7. the communication system of mobile terminal as claimed in claim 6 and call center, which is characterized in that the SBC is for receiving
The session request and the session request is forwarded to SM and the mobile terminal is notified to be try to establish that the mobile terminal is initiated
Connection；
183 signalings are returned back to the mobile terminal to require the confirmation of mobile terminal by SM for sending 183 signalings to SBC by SBC
Message；
The SBC is additionally operable to the confirmation message that the mobile terminal is replied is forwarded to SM and for obtaining SM to the 200 of PRACK
Signaling forwards 200 signalings to the mobile terminal after starting confirmation operation；
SM is additionally operable to after completing to the confirmation operation of 200 signalings of PRACK, replys mobile terminal to the session request
200 signalings confirm.
8. the communication system of mobile terminal as claimed in claim 7 and call center, which is characterized in that the SBC is for passing through
SDP realizes the Signalling exchange of voice communication.
9. the communication system of mobile terminal as claimed in claim 8 and call center, which is characterized in that wrapped in the session request
It includes below one or more：Session name, session purpose, the session survival time, comprising in a session media information, to connect
Information, the bandwidth information that uses and the reliable contact information needed for media are received comprising media information in a session
Including：Medium type, transport protocol, media formats, port and multicast address, or, including comprising media information in a session：
Medium type, transport protocol, media formats, port and far-end address.
10. the communication system of mobile terminal and call center as claimed in claims 6 or 7, which is characterized in that the information includes
Time, place and business demand.
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| CN201310357134.4A CN104378517B (en) | 2013-08-15 | 2013-08-15 | The communication means and system of mobile terminal and call center |
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| CN201310357134.4A CN104378517B (en) | 2013-08-15 | 2013-08-15 | The communication means and system of mobile terminal and call center |
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| CN104378517B true CN104378517B (en) | 2018-07-31 |
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Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101222549A (en) * | 2007-11-13 | 2008-07-16 | 华为技术有限公司 | Method for implementing IP call centre and video call service |
| CN101990305A (en) * | 2009-07-30 | 2011-03-23 | 中兴通讯股份有限公司 | Call method, call center, application server and terminal for realizing multi-session |
| CN102523358A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network |
-
2013
- 2013-08-15 CN CN201310357134.4A patent/CN104378517B/en active Active
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101222549A (en) * | 2007-11-13 | 2008-07-16 | 华为技术有限公司 | Method for implementing IP call centre and video call service |
| CN101990305A (en) * | 2009-07-30 | 2011-03-23 | 中兴通讯股份有限公司 | Call method, call center, application server and terminal for realizing multi-session |
| CN102523358A (en) * | 2012-01-12 | 2012-06-27 | 江苏电力信息技术有限公司 | Call center communication access system based on concentrated voice access NGN (Next Generation Network) soft switch network |
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| CN104378517A (en) | 2015-02-25 |
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