CN104683608B - The method and distributed call center and relevant apparatus of realization distributed call center - Google Patents

The method and distributed call center and relevant apparatus of realization distributed call center Download PDF

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Publication number
CN104683608B
CN104683608B CN201310629198.5A CN201310629198A CN104683608B CN 104683608 B CN104683608 B CN 104683608B CN 201310629198 A CN201310629198 A CN 201310629198A CN 104683608 B CN104683608 B CN 104683608B
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banquet
attending
node
call center
virtual call
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CN104683608A (en
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高卓
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Huawei Technologies Co Ltd
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Huawei Technologies Co Ltd
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Priority to CN201310629198.5A priority Critical patent/CN104683608B/en
Priority to PCT/CN2014/077355 priority patent/WO2015078149A1/en
Publication of CN104683608A publication Critical patent/CN104683608A/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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5237—Interconnection arrangements between ACD systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/40—Aspects of automatic or semi-automatic exchanges related to call centers
    • H04M2203/402—Agent or workforce management

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  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The invention discloses the method and distributed call center and relevant apparatus for realizing distributed call center, device includes attend a banquet terminal and public domain server.Terminal of attending a banquet may include：Registration module, for sending application for registration to public domain server, the endpoint registration that will attend a banquet, which becomes, attends a banquet, and receives the mark of attending a banquet that public domain server returns；It attends a banquet node module, request is added in for being sent to public domain server, described add in asks to include attend a banquet mark and the mark of the first Virtual Call Center, receive the check-in authorization code for the first Virtual Call Center that public domain server returns, the first Virtual Call Center is checked in using authorization code is checked in, makes attend a banquet node of the terminal as the first Virtual Call Center of attending a banquet.Multiple terminals of attending a banquet can be organized into a distributed call center in technical solution of the present invention, and server-side is not required in operation, central machine room is not required, framework is simple, easy to implement.

Description

The method and distributed call center and relevant apparatus of realization distributed call center
Technical field
The present invention relates to fields of communication technology, and in particular in the method and distributed call of realizing distributed call center The heart and relevant apparatus.
Background technology
Call center is a kind of place or system that centralized user service is realized based on modern communication technology.In calling The heart uses CTI mostly（Computer and Telephony Integrator, computer and communication are integrated）Technology, its group Into as shown in Figure 1, mainly including Call Center Platform and attending a banquet, Call Center Platform mainly includes server-side.
As shown in Figure 1, the access code of user's place calls center A, it is necessary to by call center A server-side, last quilt It is assigned on some seat；If allocated seat can not handle the service of the user's request, it is also necessary to will by server-side The call forwarding of the user is to Tele User Agent.Processing of the above-mentioned call center to all-calls is required for by server-side, service End becomes user to the only way which must be passed of seat so that the networking deployment of call center system must be centered on server-side.One As, server-side concentrates on a region and is disposed.
Existing call centric system architecture is very huge, and building a call center needs independent computer room, equipment and industry Business system, the component or component being related to are numerous, it is necessary to have professional to complete deployment and business commissioning.And in existing call Heart distributed capability is poor, is required for being deployed in central machine room there are one server-side, all interactions be required for by server-side come It completes, the capacity of server-side is upgraded, performance requirement, concurrent processing is all very high requirement.
The content of the invention
The embodiment of the present invention provides the method for realizing distributed call center and distributed call center and relevant apparatus, with Solve existing call center system branch can force difference, the technical issues of framework is huge.
First aspect present invention provides one kind and attends a banquet terminal, for distributed call center, the distributed call center Including public domain server and multiple terminals of attending a banquet, the terminal of attending a banquet includes：Registration module, for the public domain Server sends application for registration, by endpoint registration the attending a banquet as the distributed call center of attending a banquet, and described in reception The mark of attending a banquet that public domain server returns；It attends a banquet node module, request, institute is added in for being sent to the public domain server It states to add in and asks to include the mark attended a banquet mark and create the first Virtual Call Center on the public domain server, The check-in authorization code for first Virtual Call Center that the public domain server returns is received, is virtually exhaled using described first The check-in authorization code at center is made to check in first Virtual Call Center, makes the terminal of attending a banquet as first virtual call The node of attending a banquet at center.
In the first possible implementation, the terminal of attending a banquet further includes：Access node module, for working as the seat When seat terminal is arranged to access node by the management node of first Virtual Call Center, the calling of user terminal initiation is received Afterwards, incoming call service request is initiated to the multihome node of first Virtual Call Center, in attending a banquet for multihome node distribution Call connection is established between node and the user terminal.
With reference to first aspect or the first possible realization method of first aspect, in second of possible realization method In, the terminal of attending a banquet further includes：Multihome node module, for when the terminal of attending a banquet is first Virtual Call Center During multihome node, the incoming call that the access node of first Virtual Call Center is initiated after the calling of user terminal is received is received One node of attending a banquet of first Virtual Call Center is distributed to the user terminal, and controls the institute of distribution by service request It states node of attending a banquet and call connection is established by the access node and the user terminal.
With reference to first aspect or the first or second of possible realization method of first aspect, it is possible at the third In realization method, the node module of attending a banquet is additionally operable in the terminal of attending a banquet by the host of first Virtual Call Center When node distributes to the user terminal for initiating calling, the assignment negotiation request that the multihome node is sent is received, judges whether to receive The calling of the user terminal if receiving, returns and consults success response to the multihome node, and pass through described first and virtually exhale The access node at center and the user terminal is made to establish call connection.
With reference to first aspect or first aspect the first any one of to the third possible realization method, In four kinds of possible realization methods, the terminal of attending a banquet further includes：Management node module, for being sent out to the public domain server Establishment is sent to apply, to create the second Virtual Call Center on the public domain server, receives the public domain server The mark of second Virtual Call Center returned makes the terminal of attending a banquet become the management of second Virtual Call Center Node, and become the node of attending a banquet of second Virtual Call Center simultaneously.
The 4th kind of possible realization method with reference to first aspect, in the 5th kind of possible realization method, the management Node module is additionally operable to receive the approval request that the public domain server is sent, and the approval request is the public domain clothes What business device generated after the addition request being intended to add in second virtual call of a node transmission of attending a banquet is received, judgement is Node of attending a banquet described in no permission adds in second Virtual Call Center, if allowing, returns to examination ＆ approval by responding to the public affairs Co-domain server.
Second aspect of the present invention provides a kind of public domain server, for distributed call center, the distributed call Center further includes terminal as described above of attending a banquet, and the public domain server includes：Registration module, for receiving described attend a banquet end The application for registration sent is held, by endpoint registration the attending a banquet for the distributed call center of attending a banquet, and returns to mark of attending a banquet To the terminal of attending a banquet；Transceiver module, for receiving the addition request of the terminal transmission of attending a banquet, described add in asks to include institute The mark of the first Virtual Call Center of mark and establishment on the public domain server of attending a banquet for terminal of attending a banquet is stated, sends institute The check-in authorization code of the first Virtual Call Center is stated to the terminal of attending a banquet, so that the terminal of attending a banquet is virtual using described first The check-in authorization code of call center checks in first Virtual Call Center, becomes the section of attending a banquet of first Virtual Call Center Point.
In the first possible implementation, the transceiver module is additionally operable to after the addition request is received, sends Approval request is examined to the management node of first Virtual Call Center, is received the examination ＆ approval that the management node returns and is led to After crossing response, the check-in authorization code for sending first Virtual Call Center is performed to the terminal of attending a banquet.
With reference to the possible realization method of the first of second aspect or second aspect, in second of possible realization method In, the public domain server further includes：Creation module, for receiving the establishment application of the terminal transmission of attending a banquet, described The second Virtual Call Center is created on public domain server, using the terminal while as second Virtual Call Center of attending a banquet Management node and attend a banquet node, and return to the mark of second Virtual Call Center to the terminal of attending a banquet.
Third aspect present invention provides a kind of distributed call center, including：Public domain server and multiple terminals of attending a banquet, The terminal of attending a banquet becomes attending a banquet for the distributed call center to the public domain server registration；One of them attend a banquet to The public domain server application creates a Virtual Call Center, becomes the management node of the Virtual Call Center, and same The node of attending a banquet of Virtual Call Center described in Shi Chengwei；A number of other applications of attending a banquet add in the Virtual Call Center, become institute State the node of attending a banquet of Virtual Call Center；Wherein at least one is attended a banquet node while as the access section of the Virtual Call Center Point；One of them node while as the multihome node of the Virtual Call Center of attending a banquet；The access node, for receiving After the calling that user terminal is initiated, incoming call service request is initiated to the multihome node, in the section of attending a banquet of multihome node distribution Call connection is established between point and the user terminal；The multihome node, for receiving the incoming call that the access node is initiated After service request, one of them node of attending a banquet is distributed into the user terminal, control distribution the node of attending a banquet pass through it is described Access node establishes call connection with the user terminal；The node of attending a banquet, for be assigned to initiate calling user terminal when, Call connection is established by the access node and the user terminal.
In the first possible implementation, the multihome node by the Virtual Call Center multiple nodes of attending a banquet It is elected by election mechanism dynamic；The access node is set by the management node and generated.
With reference to the possible realization method of the first of the third aspect or the third aspect, in second of possible realization method In, the multihome node is elected by multiple nodes of attending a banquet of the Virtual Call Center by election mechanism dynamic；It is described Access node is set by the management node and generated.
It is possible at the third with reference to the first or second of possible realization method of the third aspect or the third aspect In realization method, the access node, be additionally operable to it is described calling it is unassigned attend a banquet node when, by it is described calling be put into queue It is lined up.
With reference to any one of the first of the third aspect or the third aspect to the third possible realization method, In four kinds of possible realization methods, after the Virtual Call Center is successfully established, multiple sections of attending a banquet of the Virtual Call Center The common data of itself is arranged to shared by point so that the common data of multiple nodes sharings of attending a banquet forms a Distributed sharing Data pool, so that the multihome node carries out node distribution of attending a banquet according to the distributed shared data pond.
With reference to any one of the first of the third aspect or the third aspect to the 4th kind of possible realization method, In five kinds of possible realization methods, the management node is additionally operable to carry out examination ＆ approval management of attending a banquet to the Virtual Call Center, sits Seat nodal community management, access node management or grouping management of attending a banquet.
Fourth aspect present invention provides a kind of implementation method of distributed call center, including：At least two terminals of attending a banquet Application for registration is sent to be registered as attending a banquet for the distributed call center to public domain server, and receives the public domain The mark of attending a banquet that server returns；One of them, which attends a banquet to send to the public domain server, creates application to create one virtually Call center, becomes the management node of the Virtual Call Center after creating successfully, and becomes the Virtual Call Center simultaneously Node of attending a banquet, receive the mark of the Virtual Call Center that the public domain server returns；It is other to attend a banquet to described public Domain server, which is sent, adds in request, and described add in asks to include other attend a banquet mark and Virtual Call Center attended a banquet Mark, receive the check-in authorization code for the Virtual Call Center that the public domain server returns, virtually exhaled according to described The check-in authorization code at center is made to check in the Virtual Call Center, becomes the node of attending a banquet of the Virtual Call Center.
In the first possible implementation, the method further includes：The management node will be in the virtual call At least one node of attending a banquet of the heart is arranged to access node；Multiple nodes of attending a banquet of the Virtual Call Center pass through election mechanism Dynamic elects a multihome node.
With reference to the possible realization method of the first of fourth aspect or fourth aspect, in second of possible realization method In, the method further includes：The common data of itself is arranged to shared by multiple nodes of attending a banquet so that multiple nodes sharings of attending a banquet Common data formed a distributed shared data pond, so as to the multihome node according to the distributed shared data pond into Capable node distribution of attending a banquet.
Fifth aspect present invention provides the implementation method of another distributed call center, including：Public domain server connects The registration request for terminal transmission of attending a banquet is received, by endpoint registration the attending a banquet for the distributed call center of attending a banquet, returns and sits Seat is identified to the terminal of attending a banquet；The establishment application of one of them transmission of attending a banquet is received to create a Virtual Call Center, it will The management node attended a banquet as the Virtual Call Center for creating application is sent, while as the seat of the Virtual Call Center Seat node returns to the mark of the Virtual Call Center to the management node；Receive the addition request of other transmissions of attending a banquet, institute It states to add in and asks to include other attend a banquet mark and marks of the Virtual Call Center attended a banquet, return to the virtual call The check-in authorization code at center to it is described it is other attend a banquet, so as to other check-in mandates attended a banquet according to the Virtual Call Center Code checks in the Virtual Call Center, becomes the node of attending a banquet of the Virtual Call Center.
Sixth aspect present invention provides a kind of method of distributed call center processing user's calling, including：Multihome node Incoming call service request is received, the incoming call service request is that access node is saved when receiving the calling of user terminal to the host What point was initiated；A node of attending a banquet is distributed for the user terminal；The access node and the node of attending a banquet of distribution is controlled to build Vertical call connection establishes call company will pass through the access node between node of attending a banquet described in the user terminal and distribution It connects.
In the first possible implementation, distributing a node of attending a banquet for the user terminal includes：Based on multiple seats The data of seat nodes sharing determine idle node of attending a banquet；It is no it is idle attend a banquet node when, indicate that the access node will The calling of the user terminal adds in queue and is lined up；It is available free attend a banquet node when, select an idle node of attending a banquet The user terminal is distributed to, and node of attending a banquet described in distribution is arranged to occupied state；Correspondingly, the control access section Point and the node of attending a banquet of distribution are established call connection and are included：Assignment negotiation request is sent to node of attending a banquet described in distribution； After the negotiation of the node return of attending a banquet of distribution is received by response, node of attending a banquet described in distribution is arranged to call shape State controls the node of attending a banquet of distribution to establish call connection with the access node.
With reference to the first possible realization method of the 6th aspect or the 6th aspect, in second of possible realization method In, the method further includes：The multihome node receives the exhalation service for calling party end of a node transmission of attending a banquet Request；Node of attending a banquet described in exhalation service request will be sent and be arranged to talking state；Access node is controlled to the user terminal Initiate call request；After the call answering information that the user terminal returns is received by the access node, the access is controlled Node establishes call connection with the node of attending a banquet for sending exhalation service request, will pass through the access node in the use Call connection is established between family end and the node of attending a banquet for sending exhalation service request.
Therefore terminal provided in an embodiment of the present invention of attending a banquet can create virtual call to public domain server application Center can also add in the Virtual Call Center of other terminal application establishments of attending a banquet so that, multiple terminals of attending a banquet can be organized into Central machine room is not required in one distributed call center, the distributed call center, and framework is simple, easy to implement, is used in processing Server-side is not required when calling in family.
Description of the drawings
Fig. 1 is the composition schematic diagram of existing call centring system；
Fig. 2 is that the embodiment of the present invention is attended a banquet the logical architecture figure of the seat system disposed in terminal；
Fig. 3 is the schematic diagram in distributed shared data of embodiment of the present invention pond；
Fig. 4 is the flow chart of the implementation method of distributed call center provided by one embodiment of the present invention；
Fig. 5 is the flow chart of the implementation method for the distributed call center that another embodiment of the present invention provides；
Fig. 6 is the flow chart of an application scenarios example of method shown in Fig. 4 and Fig. 5；
Fig. 7 is the flow chart of the method for one embodiment of the invention distributed call center processing user's calling；
Fig. 8 is the flow chart of an application scenarios example of method shown in Fig. 7；
Fig. 9 is the schematic diagram of grouping of attending a banquet in the embodiment of the present invention；
Figure 10 is the schematic diagram of terminal provided by one embodiment of the present invention of attending a banquet；
Figure 11 is the schematic diagram of public domain server provided by one embodiment of the present invention；
Figure 12 is the schematic diagram of distributed call center provided by one embodiment of the present invention；
Figure 13 is the schematic diagram for the terminal of attending a banquet that another embodiment of the present invention provides；
Figure 14 is the schematic diagram for the public domain server that another embodiment of the present invention provides.
Specific embodiment
The embodiment of the present invention provides the method for realizing distributed call center and distributed call center and relevant apparatus, with Solve existing call center system branch can force difference, the technical issues of framework is huge.In order to make those skilled in the art more The present invention program is understood well, below in conjunction with the attached drawing in the embodiment of the present invention, to the technical solution in the embodiment of the present invention It is clearly and completely described, it is clear that described embodiment is only the embodiment rather than whole of a present invention part Embodiment.Based on the embodiments of the present invention, those of ordinary skill in the art institute without making creative work The every other embodiment obtained, should all belong to the scope of protection of the invention.
To facilitate understanding of the present embodiment of the invention, the distributed call center of the embodiment of the present invention is introduced first, the distribution Formula call center includes public domain server and multiple terminals of attending a banquet.
Wherein, terminal of each attending a banquet can become attending a banquet for distributed call center to public domain server registration, public Domain server can be each one mark of attending a banquet of distribution of attending a banquet to succeed in registration, which can be specifically the ID that attends a banquet （IDentity, identity number）.Each attend a banquet can create a Virtual Call Center to public domain server application, into For the management node of the Virtual Call Center, and become the node of attending a banquet of Virtual Call Center simultaneously, public domain server can be It creates successful Virtual Call Center and distributes a mark, which can be specifically ID or title etc..Do not apply creating empty Intending each attend a banquet of call center can apply adding in the Virtual Call Center, become the node of attending a banquet of the Virtual Call Center. Wherein at least one is attended a banquet the access node that node can simultaneously as the Virtual Call Center.One of them node of attending a banquet can Using simultaneously as the multihome node of the Virtual Call Center.It should be noted that above-mentioned management node, access node and host Node also has the identity for node of attending a banquet simultaneously, i.e. has dual identity；It is other that only there is attending a banquet for node identities of attending a banquet Terminal is properly termed as node of commonly attending a banquet.It is it should be noted that there are one being created in the distributed call center or multiple Virtual Call Center.
In the following, it is further described：
It attends a banquet node：
Node of attending a banquet refers to attending a banquet as Virtual Call Center member.Each seat as Virtual Call Center member Seat is all the node of attending a banquet of the Virtual Call Center.Wherein, application creates attending a banquet for the Virtual Call Center, as the void While intending the management node of call center, also as a node of attending a banquet of the Virtual Call Center.It is other to attend a banquet in success After adding in the Virtual Call Center, become the seat node of the Virtual Call Center.
Management node：
One of distributed call center, which attends a banquet, to create a Virtual Call Center to public domain server application, create After success, this is attended a banquet as the management node of the Virtual Call Center, to manage the Virtual Call Center.Management node is simultaneously As a seat node of the Virtual Call Center.
Access node：
Access node is one or more of node of attending a banquet, and is set by management node.Access node is as virtual The access gateway of call center, externally provides voice communication capability, interconnects, can be realized PSTN with various types of voice gateway （Public Switched Telephone Network, public switch telephone network）/PLMN（public land mobile Network, public land mobile network）To VOIP（Voice over Internet Protocol, the networking telephone）It is mutual Turn, converse so as to fulfill with user terminal.Access node is also a seat node of Virtual Call Center simultaneously.
Multihome node：
Multihome node is also a seat node of Virtual Call Center simultaneously, passes through " election " machine by all seat nodes Dynamic is elected.It remains periodically to trust between multihome node and all other seat node of Virtual Call Center and hold Hand.
Service packet：
When a Virtual Call Center include it is a fairly large number of attend a banquet node when, for the ease of management, can to attend a banquet section Point segmentation service grouping, makes each service packet include several nodes of attending a banquet, also, each service packet is made to include at least one A access node.Other nodes of attending a banquet of each service packet carry out language by the access node of the service packet with user terminal Sound is conversed.
It attends a banquet terminal：
In order to realize above-mentioned various identity and function, the terminal of attending a banquet can various types of be led to voice The communication terminal of telecommunication function.Seat system can be deployed in the terminal of attending a banquet, the logical architecture of seat system is as shown in Fig. 2, can Including following three layers：Voice communication layer, call analysis control and routing layer, call queuing and seat Distribution Layer.Wherein：
Voice communication layer can be specifically VOIP（Voice over Internet Protocol, the networking telephone）Voice Communication layers are connected available for the voice gateways directly or indirectly with the types such as VOIP, complete the user terminal being connected with voice gateways Between voice communication；SIP can also be passed through（Session Initiation Protocol, session initiation protocol, one The signaling control protocol of application layer）Network or other IP（Internet Protocol, Internet protocol）Real-time performance and other seats The communication connection of seat terminal；And it can be connected with accessing the public domain server communication of internet.
Call analysis controls and routing layer, and matched routings are carried out available for the calling initiated user terminal.For example, it can be used for The called number of the calling of user terminal initiation is analyzed, matching will be called and be routed to different service packets；It can be with According to customized call control strategy, to determine the service packet of user.
Call queuing and seat Distribution Layer, for coordinating the terminal of attending a banquet as multihome node, to the seat in service packet Seat is distributed unitedly, if seat is no-trunk, calling is made to be lined up into enqueue.
In the embodiment of the present invention, the data of each seat terminal include Private（It is privately owned）And Public（It is public）Two kinds Type, seat terminal only safeguard the Private data of itself；Public data are then arranged to shared and externally provide Setter （It sets）And Getter（It obtains）Method is accessed and operated for multihome node.Multiple or all sections of attending a banquet of Virtual Call Center Point can be by the public of itself（Public）Data are arranged to shared, and the common data of multiple or all nodes of attending a banquet is made to form one A distributed shared data pond.The data in the distributed shared data pond, other seats can be checked and operated to multihome node Data that node can only be then checked in distributed shared data pond and cannot operate.
As shown in figure 3, each node of attending a banquet is established with public domain server, there are one be connected to lead in distributed shared data pond Road（That is Pair）, distributed by Virtual Call Center with unique Pair-ID, each node of attending a banquet can check it by interface channel The common data of its any one nodes sharing of attending a banquet, the common data of all nodes sharings of attending a banquet become the distribution of a virtualization Formula shared data pond.Pair passages are used to carry the common data inside Virtual Call Center, which can include road By data, multidate information flow data or other control flow datas that seat continues.Wherein, routing data may include static road By data or dynamic routing data；Whether the multidate information flow data that seat the continues node that may include to attend a banquet is idle, connects successfully Rate, average each duration of call etc., customer evaluation situation etc.；The multidate information flow data that seat continues can be according to actual needs Carry out additions and deletions.
The realization of distributed caching technology may be employed in distributed shared data pond, and distributed caching technology has high concurrent amount And handling capacity, the quick system responding ability of level-one.Common distributed caching technology includes Peer-to-Peer（Peer-to-peer network Network）And Client/Server（Client-server structure）Two kinds of deployment modes.The distributed caching skill of current trend Art frame is relatively more, and popular has ehcache, memcache, oscache, JCS, Jcache and JBossCache etc..
It please refers to Fig.4, the embodiment of the present invention provides a kind of implementation method of distributed call center.In the distributed call Pericardium includes public domain server and multiple terminals of attending a banquet.Method includes：
110th, at least two terminals of attending a banquet send application for registration to be registered as in distributed call to public domain server The heart is attended a banquet, and receives the mark of attending a banquet that the public domain server returns.
On the internet, terminal of attending a banquet can random access everywhere for public domain server disposition.First, each attend a banquet terminal It needs to send application for registration to public domain server to be registered as attending a banquet, public domain server is attended a banquet point to be each after succeeding in registration Each attend a banquet is returned to the globally unique mark such as ID that attends a banquet.Each attend a banquet manages the essential information of itself, described basic Information can include attend a banquet ID, password, name, gender, contact method, mailing address, QQ, Email, Termination ID, affiliated calling Center ID, authorization code etc..
120th, one of them, which attends a banquet to send to public domain server, creates application to create a Virtual Call Center, creates Become the management node of the Virtual Call Center after success, and become the node of attending a banquet of second Virtual Call Center simultaneously, connect Receive the mark for the Virtual Call Center that the public domain server returns.
Terminal of attending a banquet can be sent to public domain server creates application to create Virtual Call Center.Virtual Call Center After creating successfully, the terminal of attending a banquet for applying creating becomes the management node of the Virtual Call Center, while empty as described second Intend the node of attending a banquet of call center, public domain server can be that the Virtual Call Center distributes globally unique mark.The mark Can be ID or title etc..
130th, other attend a banquet sends addition request to the public domain server, and described add in asks to include other seats Attend a banquet mark and the mark of the Virtual Call Center of seat, receive the Virtual Call Center that the public domain server returns Authorization code is checked in, the Virtual Call Center is checked according to the check-in authorization code of the Virtual Call Center, becomes described virtual The node of attending a banquet of call center.
To include the mark of itself in the addition request of other transmissions of attending a banquet, to show identity, also to include what is added in The mark of Virtual Call Center, such as the title of Virtual Call Center.Public domain server receives other beyond management node It attends a banquet after the addition request of transmission, approval request can be sent and examined to management node, approval request includes mark of attending a banquet Know, management node examination ＆ approval return to examination ＆ approval by responding to public domain server after passing through, then public domain server transmission is virtually exhaled The check-in authorization code at center is to attending a banquet for addition request is sent, makes the check-in mandate check-in using Virtual Call Center of attending a banquet The Virtual Call Center becomes the node of attending a banquet of the Virtual Call Center.When the quantity of Virtual Call Center is more, to keep away Exempt from confusion, the mark such as ID that public domain server can send Virtual Call Center simultaneously is sent to and attends a banquet, and is being signed to attend a banquet It is fashionable, while provide the mark of Virtual Call Center and check-in licenses to public domain server and verified.
After Virtual Call Center creates successfully, the management node can attend a banquet at least one of the Virtual Call Center Node is arranged to access node；Multiple nodes of attending a banquet of the Virtual Call Center can elect one by election mechanism dynamic A multihome node.
After Virtual Call Center creates successfully, multiple or all nodes of attending a banquet of the Virtual Call Center are also in public domain Server establishes an interface channel, and the common data of itself is arranged to shared, so that other nodes of attending a banquet pass through connection The common data that channel access is shared, so as to which the common data of multiple or all nodes sharings of attending a banquet forms a distribution Shared data pond, so that multihome node carries out node distribution of attending a banquet according to the distributed shared data pond.
In the Virtual Call Center created, management node is the administrator of Virtual Call Center, careful for attend a banquet Criticize management, nodal community management of attending a banquet, access node management, grouping management of attending a banquet etc..
Examination ＆ approval management of attending a banquet includes：The approval request sent to public domain server is examined, and decides whether approval hair Other attend a banquet for adding in and asking is sent to add in the Virtual Call Center.If approval, return to examination ＆ approval and taken by responding to public domain Business device makes public domain server return to the ID of the Virtual Call Center and checks in authorization code to the other seats for sending addition request Seat to send other the attending a banquet by checking in the Virtual Call Center of addition request, becomes attending a banquet for the Virtual Call Center Node.Management node can also attend a banquet by the way that the public domain server active inquiry is other, return to examination ＆ approval by responding to public affairs Co-domain server makes public domain server return to the ID of the Virtual Call Center and checks in authorization code to the other seats inquired Seat, so that other attend a banquet inquired can check in the Virtual Call Center.The check-in authorization code be it is globally unique, one A node of attending a banquet can possess the check-in authorization code of multiple and different Virtual Call Center simultaneously.
Nodal community management of attending a banquet includes：Management node can set the classification of other each nodes of attending a banquet, such as by void At least one node of attending a banquet for intending call center is arranged to access node, can also be arranged to belong to some by multiple nodes of attending a banquet Access node.
Access node management includes：It can delete or increase access node.
Grouping management of attending a banquet includes：Can be to the node division service packet of attending a banquet of Virtual Call Center, and will each take The node of attending a banquet of business grouping is associated with an access node.Service packet service may include：Service packet is created, increases or deletes Except node member that attends a banquet in service packet etc..
More than, with reference to Fig. 4 using terminal of attending a banquet as executive agent, present invention method is illustrated.Below with Public domain server is executive agent, and present invention method is illustrated from other angle, understands this hair to facilitate Bright embodiment technical solution.
Fig. 5 is refer to, the embodiment of the present invention provides a kind of implementation method of call center, which includes Public domain server and multiple terminals of attending a banquet.Method includes：
310th, public domain server receives the registration request for terminal transmission of attending a banquet, by the endpoint registration of attending a banquet for distribution Call center attends a banquet, and return attends a banquet mark to the terminal of attending a banquet；
320th, the establishment application of one of them transmission of attending a banquet is received to create a Virtual Call Center, will be sent and is created Shen The management node attended a banquet as the Virtual Call Center please, while as the node of attending a banquet of the Virtual Call Center, return empty The mark for intending call center gives the management node；
330th, the addition request of other transmissions of attending a banquet is received, described add in asks to include other marks of attending a banquet attended a banquet With the mark of the Virtual Call Center, return Virtual Call Center check-in authorization code be sent to it is other attend a banquet, so as to other It attends a banquet and the Virtual Call Center is checked according to the check-in authorization code of Virtual Call Center, become the section of attending a banquet of Virtual Call Center Point.
Technical solution of the embodiment of the present invention is further understood for convenience, with reference to Fig. 6, with an application scenarios example to this Inventive embodiments are described further, including：
401st, seat terminal A applies for the registration of to public domain server becomes a seat, and is endowed unique agent ID；
402nd, seat terminal B applies for the registration of to public domain server becomes a seat, and is endowed unique agent ID；
403rd, seat terminal B creates Virtual Call Center to public domain server application, receives public domain server and returns Globally unique call center ID, and as the Virtual Call Center management node.
404th, seat terminal A obtains the mark of Virtual Call Center, and transmission joins request to public domain server, asks into For the seat node of the Virtual Call Center；The mark of described Virtual Call Center, can be Virtual Call Center ID or Person's title or other marks that can identify Virtual Call Center.The mark of the Virtual Call Center can be passed through by user Various modes obtain at network, advertisement or friend, such as pass through LBS（Location Based Services, based on position The service put）Function, two-dimension identification code or third-party application system（Such as QQ number）Etc. modes obtain.
405th, the addition request that seat terminal A is sent obtain management node be attend a banquet terminal B examination ＆ approval verification pass through after, it is public Co-domain server returns to the ID of Virtual Call Center and checks in authorization code to the terminal A that attends a banquet；
406th, seat terminal A to Virtual Call Center check in and asked using the ID and check-in authorization code of Virtual Call Center It asks；
407th, after checking in successfully, public domain server, which returns, represents successfully check-in result；Mean terminal A successes of attending a banquet The Virtual Call Center is added in, becomes the node of attending a banquet of the Virtual Call Center.
408th, seat terminal A establishes an interface channel for being connected to public domain server（Pair）.
By above step, that is, realize the establishment of Virtual Call Center and the addition for node of attending a banquet.Then, this is virtually exhaled Make center that at least one in node of attending a banquet can be arranged to access node, all nodes of attending a banquet can also be determined by electing One node of attending a banquet is as multihome node.So that it may completely to realize the function of Virtual Call Center.
More than, an embodiment of the present invention provides a kind of implementation methods of Virtual Call Center, and this method is using one by sitting Seat terminal creates Virtual Call Center to public domain server application, and by the pipe of the terminal as the Virtual Call Center of attending a banquet Node is managed, other each attend a banquet add in the technical solution of the Virtual Call Center so that, it is multiple by means of public domain server Terminal of attending a banquet can be organized into a distributed call center, which is not required central machine room, and framework is simple, It is easy to implement, server-side is not required when handling user's calling.
Fig. 7 is refer to, the embodiment of the present invention provides a kind of method of distributed call center processing user's calling.The void Intend the Virtual Call Center created in call center such as Fig. 4-6 embodiments, including multiple nodes of attending a banquet, one of them node of attending a banquet It is simultaneously management node, wherein at least one node of attending a banquet is access node simultaneously, and the multiple node dynamic of attending a banquet elects One node while as multihome node of attending a banquet.
Wherein, electing the method for multihome node includes：Each node of attending a banquet is respectively to other node broadcasts itself of attending a banquet Ability information collection, and after the ability information collection of other node broadcasts of attending a banquet is received, launched according to default election regulation Elect the broadcast ticket of multihome node；Each node of attending a banquet selects who gets the most votes as multihome node according to broadcast ticket calculating；Choosing The multihome node gone out is to other node broadcasts response messages of attending a banquet, to declare the identity of the multihome node of oneself.The ability Information collection can include：Whether it is access node, CPU occupation rates, memory occupation rate, network, which responds, to be delayed, packet loss etc..One It, can only be there are one multihome node in virtual center.After each node of attending a banquet receives the response message of multihome node broadcast, it is recorded in In the data of oneself, various message are sent to the multihome node during subsequently to need.
Each seat node of multihome node and Virtual Call Center periodically keeps shaking hands contacting；If seat node with After multihome node is out of touch, which can be deleted by multihome node；If all of seat node all with multihome node It is out of touch, illustrate multihome node failure, all seat nodes then re-elect multihome node；If there is part seat node loses It goes to contact, can control whether to be re-elected by setting this proportionality coefficient.During re-electing, user The calling at end can not be distributed, it is necessary to carry out queue queuing.
The selection rule of multihome node can be self-defined, such as according to each ability item weighted average or according to one certainly The priority orders of definition.
Such as Fig. 7, the method for distributed call center processing user's calling includes：
510th, multihome node receives incoming call service request, and the incoming call service request is that the access node is being connected to user It is sent during the calling at end to the multihome node.
520th, the multihome node distributes a node of attending a banquet for the user terminal.
In concrete application, allocation step can include：Idle attend a banquet is determined based on the data of multiple nodes sharings of attending a banquet Node；It is no it is idle attend a banquet node when, indicate that the calling of the user terminal is added in queue and arranged by the access node Team；It is available free attend a banquet node when, an idle node of attending a banquet is selected to distribute to the user terminal, and the seat that will be distributed Seat node is arranged to occupied state.
530th, the access node and the node of attending a banquet of distribution is controlled to establish call connection, with will pass through access node with Call connection is established between family end and the node of attending a banquet of distribution.
Wherein, access node and the node of attending a banquet of distribution is controlled to establish call connection and can include：To the seat of distribution Seat node sends assignment negotiation request；After the negotiation of the node return of attending a banquet of distribution is received by response, by distribution The node of attending a banquet is arranged to talking state, and the node of attending a banquet of distribution is controlled to establish call connection with the access node.
Optionally, the present embodiment can be also used for initiating to call to user terminal from node of attending a banquet, then the above method can be with Including：
The multihome node receives the exhalation service request for calling party end of a node transmission of attending a banquet；It will send The node of attending a banquet of exhalation service request is arranged to talking state；Access node is controlled to initiate call request to user terminal；Pass through After access node receives the call answering information that the user terminal returns, the access node is controlled to send exhalation service with described The node of attending a banquet of request establishes call connection, will pass through the access node in the user terminal with sending exhalation service request The node of attending a banquet between establish call connection.
As it can be seen that in the present embodiment, user terminal can be initiated to call by access node to Virtual Call Center, node of attending a banquet It reversely can also initiate to call to user terminal by access node.
Technical solution of the embodiment of the present invention is further understood for convenience, with reference to Fig. 8, with an application scenarios example to this Inventive embodiments are described further, including：
600th, all seat nodes are according to election principle dynamic election multihome node, it is assumed that election is that seat B is place here Host node；
601st, self information data and activity situation real time data are total to by all seat nodes by Pair interface channels Enjoy distributed shared data pond；It is specifically described below：
Seat node static and the citing of multidate information data object, can be divided into Private and Public data and method, To control different permissions, the data difference of terminal of attending a banquet A, B, C are as follows：
Pair-A={Name=‘xiaoli’;agentID=‘02588920211005’；' 5 ' that show busy number=；Current seat State=' free time '；Duration=' 10s '；Show that busy is long；Keep number；Rest number；Total incoming call number；Successful respond number；Always Breathe out number；Active on-hook number；Internal help request number；Interior shifting number；CSAT；Employee's business-level；Business energy Power is evaluated；Affiliated packet ID=' 01 '；}
Pair-B={Name=‘xiaolan’;agentID=‘02588920211006’；' 8 ' that show busy number=；Current seat State=' free time '；Duration=' 20s '；Show that busy is long；Keep number；Rest number；Total incoming call number；Successful respond number；Always Breathe out number；Active on-hook number；Internal help request number；Interior shifting number；CSAT；Employee's business-level；Business energy Power is evaluated；Affiliated packet ID=' 01 ' }
Pair-C={Name=‘xiaohong’;agentID=‘02588920211007’；;Show busy number=12 '；Work as front stall Seat state=' free time '；Duration=' 30s '；Show that busy is long；Keep number；Rest number；Total incoming call number；Successful respond number； Total exhalation number；Active on-hook number；Internal help request number；Interior shifting number；CSAT；Employee's business-level；Business Merit rating；Affiliated packet ID=' 01 ' }
Call center information data object is illustrated, and can be divided into Private and Public data and method, to control difference Permission, such as：
AccessNode={ (access point ID, PairID)=(1, Pair-A-ID)；(access point ID, PairID)=(2, Pair-B-ID)}
AgentGroup=(access ID, GroupID, PairID ...)=(1,01, Pair-A-ID, Pair-B-ID, Pair-C-ID)}
CallCenter={ affiliated call center ID=' 33900519801156565 ';}
Queueing message-citing, such as：
GroupQueue-01={Uuser1;User2;User3…………}
602nd, access node A（Terminal of attending a banquet A）Incoming call service request is initiated to multihome node；
603rd, multihome node is based on shared data and calculates optimal seat distribution.For example, seat route assignment algorithm can There are two types of, one kind is based on seat first idle first serving principle：（Pair states==' free time '）&&（Idle duration Pair-C >Pair-B>Pair-A）, so seat C can be allocated；Another kind is based on the high first distribution principle of seat satisfaction： （Pair states==' free time '）&&（CSAT evaluates Pair-C>Pair-B>Pair-A）, so seat C can be allocated；
If the 604th, it is not previously allocated seat：User is then lined up into enqueue, until available free seat；
605th, seat node C configuration states are occupied in shared data pond by multihome node；
606th, multihome node sends assignment negotiation request to target seat node C；
607th, seat node C returns to negotiation result, receives the calling, can also refuse the calling；Assume in the present embodiment To receive；
608th, seat node C receives calling, then seat C configuration states are conversation state by multihome node, and speech channel is transferred to Seat node C；If seat node C call failures, according to different failure causes, do different disposal；
609th, user terminal and node Building C seat of attending a banquet are established call connection by multihome node control, carry out networking call.
More than, be user terminal incoming call application scenarios example, the node that also allows in the present embodiment to attend a banquet breathes out to user terminal, exhales It is as follows to go out flow：
610th, seat node C initiates exhalation request to user terminal；
611st, seat node C configuration states are talking state by multihome node；
612nd, multihome node control seat access node initiates call request to external user terminal；
613rd, user terminal returns to call answering information；
614th, multihome node control access node establishes call connection between user terminal and seat node C, makes seat section Point C and user terminal realize call.
By above step, that is, realize the voice communication of user terminal and node of attending a banquet.
In concrete application, multiple nodes of attending a banquet of Virtual Call Center are divided into multiple service packets, each to service Grouping includes an access node and several nodes of attending a banquet, as shown in figure 9, so as in the reality of multizone multi-access point Existing local service principle, i.e. attend a banquet node and access node divides a service packet by local, multihome node is facilitated to be present When seat distributes, it then follows nearby principle distributes the seat node of the local access node of ownership nearby.
More than, an embodiment of the present invention provides a kind of application process of Virtual Call Center, the Virtual Call Center by Multiple terminal tissues of attending a banquet form, and the operation such as distribution of attending a banquet is realized by multihome node therein, without special server-side, is not required to Central machine room is wanted, it is easy to implement.
Please refer to Fig.1 0, the embodiment of the present invention provides one kind and attends a banquet terminal.
For the terminal of attending a banquet for distributed call center, the distributed call center includes public domain server and multiple The terminal of attending a banquet.The terminal of attending a banquet includes：
For sending application for registration to the public domain server, the endpoint registration of attending a banquet is become for registration module 710 The distributed call center is attended a banquet, and receives the mark of attending a banquet that the public domain server returns；
It attends a banquet node module 720, request is added in for being sent to the public domain server, it is described to add in request and include institute The mark for the first Virtual Call Center of mark and establishment on the public domain server of attending a banquet is stated, receives the public domain clothes The check-in authorization code for first Virtual Call Center that business device returns, utilizes the check-in mandate of first Virtual Call Center Code checks in first Virtual Call Center, and the terminal of attending a banquet is made to become the node of attending a banquet of first Virtual Call Center.
Optionally, the terminal of attending a banquet further includes：Access node module 730, for when the terminal of attending a banquet is by described the When the management node of one Virtual Call Center is arranged to access node, after the calling for receiving user terminal initiation, to described first The multihome node of Virtual Call Center initiates incoming call service request, in attend a banquet node and the user of multihome node distribution Call connection is established between end.
Optionally, the terminal of attending a banquet further includes：Multihome node module 740, for when the terminal of attending a banquet is described the During the multihome node of one Virtual Call Center, the access node for receiving first Virtual Call Center is receiving user terminal One node of attending a banquet of first Virtual Call Center is distributed to the user by the incoming call service request initiated after calling End, and the node of attending a banquet of distribution is controlled to establish call connection by the access node and the user terminal.
Optionally, the node module 720 of attending a banquet is additionally operable in the terminal of attending a banquet by first Virtual Call Center Multihome node when distributing to the user terminal for initiating calling, receive the assignment negotiation request that the multihome node is sent, judgement is The no calling for receiving the user terminal if receiving, returns and consults success response to the multihome node, and pass through described first The access node of Virtual Call Center establishes call connection with the user terminal.
Optionally, the terminal of attending a banquet further includes：Management node module 750, for being sent to the public domain server Application is created, to create the second Virtual Call Center on the public domain server, the public domain server is received and returns The mark of second Virtual Call Center returned makes the terminal of attending a banquet become the management section of second Virtual Call Center Point, and become the node of attending a banquet of second Virtual Call Center simultaneously.
Optionally, the management node module 750 is additionally operable to receive the approval request that the public domain server is sent, The approval request be the public domain server receive node transmission of attending a banquet be intended to add in second virtual call In addition request after generate, determine whether that the node of attending a banquet adds in second Virtual Call Center, if allowing, Examination ＆ approval are then returned by responding to the public domain server.
More than, terminal provided in an embodiment of the present invention of attending a banquet can be created to public domain server application in virtual call The heart can also add in the Virtual Call Center created from other terminals of attending a banquet to public domain server application so that, it is multiple to attend a banquet Terminal can be organized into a distributed call center, which is not required central machine room, and framework is simple, easily It realizes, server-side is not required when handling user's calling.
1 is please referred to Fig.1, the embodiment of the present invention provides a kind of public domain server.
The public domain server is used for distributed call center, and the distributed call center further includes such as claim 1 To the terminal of attending a banquet any one of 5.The public domain server includes：
Registration module 810, for receiving the application for registration of the terminal transmission of attending a banquet, by the endpoint registration of attending a banquet for institute Attending a banquet for distributed call center is stated, and returns to mark of attending a banquet to the terminal of attending a banquet；
Transceiver module 820, for receiving the addition request of the terminal transmission of attending a banquet, described add in asks to include the seat Attending a banquet for seat terminal and creates the mark of the first Virtual Call Center on the public domain server at mark, sends described the The check-in authorization code of one Virtual Call Center is to the terminal of attending a banquet, so that the terminal of attending a banquet utilizes first virtual call The check-in authorization code at center checks in first Virtual Call Center, becomes the node of attending a banquet of first Virtual Call Center.
Optionally, transceiver module 820, it may also be used for receive it is described add in request after, send approval request to described the The management node of one Virtual Call Center is examined, and after receiving examination ＆ approval that the management node returns by response, performs institute The check-in authorization code for sending first Virtual Call Center is stated to the terminal of attending a banquet.
Optionally, further include：
Creation module 830 for receiving the establishment application of the terminal transmission of attending a banquet, is created on the public domain server Build the second Virtual Call Center, using it is described attend a banquet terminal and meanwhile as second Virtual Call Center management node and attend a banquet Node, and the mark of second Virtual Call Center is returned to the terminal of attending a banquet.
More than, public domain server provided in an embodiment of the present invention can assist multiple terminals of attending a banquet to be organized into one point Central machine room is not required in cloth call center, the distributed call center, and framework is simple, easy to implement, in processing user's calling When server-side is not required.
2 are please referred to Fig.1, the embodiment of the present invention provides a kind of distributed call center.
The distributed call center includes public domain server 910 and multiple terminals of attending a banquet, and the terminal of attending a banquet is to described Public domain server registration becomes attending a banquet for the distributed call center；One of them is attended a banquet to the public domain server Shen A Virtual Call Center please be create, becomes the management node 940 of the Virtual Call Center, and becomes described simultaneously and virtually exhales It is the node 920 of attending a banquet at center；A number of other applications of attending a banquet add in the Virtual Call Center, become the Virtual Call Center Node 920 of attending a banquet；Wherein at least one is attended a banquet node 920 while as the access node 930 of the Virtual Call Center；Its In a node 920 while as the multihome node 950 of the Virtual Call Center of attending a banquet；
After receiving the calling of user terminal initiation, incoming call clothes are initiated to the multihome node for the access node 930 Business request establishes call connection in attending a banquet for multihome node distribution between node and the user terminal；
The multihome node 950, after receiving the incoming call service request that the access node is initiated, by one of them Node of attending a banquet distributes to the user terminal, and the node of attending a banquet of distribution is controlled to be built by the access node and the user terminal Vertical call connection；
The node 920 of attending a banquet, for be assigned to initiate calling user terminal when, by the access node with it is described User terminal establishes call connection.
Optionally, the multihome node passes through election mechanism dynamic by multiple or all nodes of attending a banquet of Virtual Call Center It elects；The access node is set by the management node and generated.
Optionally, the access node, be additionally operable to it is described calling it is unassigned attend a banquet node when, by it is described calling be put into Queue is lined up.
Optionally, after the Virtual Call Center is successfully established, multiple nodes of attending a banquet of the Virtual Call Center will be certainly The common data of body is arranged to shared so that the common data of multiple nodes sharings of attending a banquet forms a distributed shared data Pond, so that the multihome node carries out node distribution of attending a banquet according to the distributed shared data pond.
Optionally, the management node is additionally operable to carry out examination ＆ approval management of attending a banquet, node of attending a banquet to the Virtual Call Center Attribute management, access node management and grouping management of attending a banquet.
More than, in distributed call center provided in an embodiment of the present invention, terminal of attending a banquet can be to public domain server Shen Virtual Call Center please be create, can also add in from other and attend a banquet terminal into the virtual call that public domain server application creates The heart so that, multiple terminals of attending a banquet can be organized into a distributed call center, which is not required center machine Room, framework is simple, easy to implement, and server-side is not required when handling user's calling.
Please refer to Fig.1 3, the embodiment of the present invention also provides one kind and attends a banquet terminal.
For the terminal of attending a banquet for distributed call center, the distributed call center includes public domain server and multiple The terminal of attending a banquet.Terminal of attending a banquet may include：
Input unit 1310, output device 1320, memory 1330 and processor 1340（The number of processor in the network equipment Amount can be one or more, in Figure 13 by taking a processor as an example）.In some embodiments of the invention, input unit 1310th, output device 1320, memory 1330 and processor 1340 can by bus or other means connection, wherein, Tu13Zhong Exemplified by being connected by bus.
Wherein, processor 1340 performs following steps：Application for registration is sent to the public domain server, is attended a banquet described Endpoint registration becomes attending a banquet for the distributed call center, and receives the mark of attending a banquet that the public domain server returns；To The public domain server, which is sent, adds in request, it is described add in request and include the mark and creating of attending a banquet taken in the public domain The mark for the first Virtual Call Center being engaged on device receives first Virtual Call Center that the public domain server returns Check-in authorization code, check in first Virtual Call Center using the check-in authorization code of first Virtual Call Center, make The terminal of attending a banquet becomes the node of attending a banquet of first Virtual Call Center.
In some embodiments of the invention, processor 1340 can also carry out following steps：When the terminal of attending a banquet is During the multihome node of first Virtual Call Center, the access node for receiving first Virtual Call Center is receiving use The incoming call service request initiated after the calling at family end is distributed to a node of attending a banquet of first Virtual Call Center described User terminal, and the node of attending a banquet of distribution is controlled to establish call connection by the access node and the user terminal.
In some embodiments of the invention, processor 1340 can also carry out following steps：In the terminal quilt of attending a banquet When the multihome node of first Virtual Call Center distributes to the user terminal for initiating calling, receive what the multihome node was sent Assignment negotiation is asked, and judges whether to receive the calling of the user terminal, if receiving, is returned and is consulted success response to the host Node, and call connection is established by the access node and the user terminal of first Virtual Call Center.
In some embodiments of the invention, processor 1340 can also carry out following steps：To the public domain service Device, which is sent, creates application, to create the second Virtual Call Center on the public domain server, receives the public domain clothes The mark for second Virtual Call Center that business device returns makes the terminal of attending a banquet as second Virtual Call Center Management node, and become the node of attending a banquet of second Virtual Call Center simultaneously.
In some embodiments of the invention, processor 1340 can also carry out following steps：Receive the public domain clothes Be engaged in the approval request that device is sent, the approval request be the public domain server receive node transmission of attending a banquet be intended to plus Enter what is generated after the addition in second virtual call is asked, it is empty to determine whether that the node of attending a banquet adds in described second Intend call center, if allowing, return to examination ＆ approval by responding to the public domain server.
More than, terminal provided in an embodiment of the present invention of attending a banquet can be created to public domain server application in virtual call The heart can also add in the Virtual Call Center created from other terminals of attending a banquet to public domain server application so that, it is multiple to attend a banquet Terminal can be organized into a distributed call center, which is not required central machine room, and framework is simple, easily It realizes, server-side is not required when handling user's calling.
4 are please referred to Fig.1, the embodiment of the present invention also provides a kind of public domain server.
The public domain server is used for distributed call center, and the distributed call center includes the public domain server With multiple terminals of attending a banquet.Public domain server may include：
Input unit 1410, output device 1420, memory 1430 and processor 1440（The number of processor in the network equipment Amount can be one or more, in Figure 14 by taking a processor as an example）.In some embodiments of the invention, input unit 1410th, output device 1420, memory 1430 and processor 1440 can by bus or other means connection, wherein, Tu14Zhong Exemplified by being connected by bus.
Wherein, processor 1440 performs following steps：The application for registration that terminal of attending a banquet described in reception is sent, attends a banquet described Endpoint registration is attended a banquet for the distributed call center, and returns to mark of attending a banquet to the terminal of attending a banquet；It attends a banquet described in reception The addition request that terminal is sent, it is described add in request and include the mark and creating of attending a banquet of the terminal of attending a banquet taken in the public domain The mark for the first Virtual Call Center being engaged on device, the check-in authorization code for sending first Virtual Call Center are attended a banquet to described Terminal, so that the terminal of attending a banquet checks in first virtual call using the check-in authorization code of first Virtual Call Center Center becomes the node of attending a banquet of first Virtual Call Center.
In some embodiments of the invention, processor 1440 can also carry out following steps：It please receiving the addition After asking, send approval request and examined to the management node of first Virtual Call Center, receive the management node and return After the examination ＆ approval returned are by response, perform the check-in authorization code for sending first Virtual Call Center and attend a banquet end to described End.
In some embodiments of the invention, processor 1440 can also carry out following steps：It attends a banquet described in reception terminal The establishment application of transmission creates the second Virtual Call Center on the public domain server, and the terminal of attending a banquet is made simultaneously For second Virtual Call Center management node and attend a banquet node, and return the mark of second Virtual Call Center to The terminal of attending a banquet.
More than, public domain server provided in an embodiment of the present invention can assist multiple terminals of attending a banquet to be organized into one point Central machine room is not required in cloth call center, the distributed call center, and framework is simple, easy to implement, in processing user's calling When server-side is not required.
One of ordinary skill in the art will appreciate that all or part of step in the various methods of above-described embodiment can be with It is completed, can also be completed by the relevant hardware of program instruction, which can be stored in a computer can by hardware It reads in storage medium, storage medium can include：Read-only memory, random-access memory, disk or CD etc..
It the Virtual Call Center and its implementation and methods for using them that are provided above to the embodiment of the present invention and attends a banquet Terminal is described in detail, but the explanation of above example is only intended to help to understand that the method for the present invention and its core are thought Think, should not be construed as limiting the invention.Those skilled in the art in the technical scope disclosed by the present invention, can be light The change or replacement being readily conceivable that, should be covered by the protection scope of the present invention.

Claims (20)

  1. The terminal 1. one kind is attended a banquet, which is characterized in that for distributed call center, the distributed call center includes public domain Server and multiple terminals of attending a banquet, the terminal of attending a banquet include：
    The endpoint registration of attending a banquet for sending application for registration to the public domain server, is become described point by registration module Cloth call center attends a banquet, and receives the mark of attending a banquet that the public domain server returns；
    It attends a banquet node module, request is added in for being sent to the public domain server, it is described to add in request and include described attend a banquet Mark and the mark for creating the first Virtual Call Center on the public domain server receive the public domain server and return The check-in authorization code of first Virtual Call Center returned is checked in using the check-in authorization code of first Virtual Call Center First Virtual Call Center makes the terminal of attending a banquet become the node of attending a banquet of first Virtual Call Center；
    Access node module, for being arranged to access by the management node of first Virtual Call Center when the terminal of attending a banquet During node, after the calling for receiving user terminal initiation, incoming call service is initiated to the multihome node of first Virtual Call Center Request establishes call connection in attending a banquet for multihome node distribution between node and the user terminal；The management node is In distributed call center attending a banquet for first Virtual Call Center, the management node are created to public domain server application For managing first Virtual Call Center, and as a seat node of first Virtual Call Center；
    The multihome node is the node of attending a banquet in first Virtual Call Center, and the multihome node is virtual by described first All seat nodes are elected by election mechanism dynamic in call center, the multihome node and first virtual call It remains periodically to trust between every other node of attending a banquet in center and shake hands.
  2. 2. terminal according to claim 1 of attending a banquet, which is characterized in that further include：
    Multihome node module, for when it is described attend a banquet terminal be first Virtual Call Center multihome node when, receive institute The incoming call service request that the access node of the first Virtual Call Center is initiated after the calling of user terminal is received is stated, by described One node of attending a banquet of one Virtual Call Center distributes to the user terminal, and control distribution the node of attending a banquet pass through it is described Access node establishes call connection with the user terminal.
  3. 3. terminal according to claim 1 of attending a banquet, it is characterised in that：
    The node module of attending a banquet is additionally operable to be distributed by the multihome node of first Virtual Call Center in the terminal of attending a banquet During to the user terminal for initiating calling, the assignment negotiation request that the multihome node is sent is received, judges whether to receive the user The calling at end if receiving, returns and consults success response to the multihome node, and pass through first Virtual Call Center Access node establishes call connection with the user terminal.
  4. 4. terminal according to claim 1 of attending a banquet, which is characterized in that further include：
    Management node module creates application, so as on the public domain server for being sent to the public domain server The second Virtual Call Center is created, the mark for second Virtual Call Center that the public domain server returns is received, makes The terminal of attending a banquet becomes the management node of second Virtual Call Center, and becomes second Virtual Call Center simultaneously Node of attending a banquet.
  5. 5. terminal according to claim 4 of attending a banquet, which is characterized in that further include：
    The management node module is additionally operable to receive the approval request that the public domain server is sent, and the approval request is The public domain server is after the addition being intended to add in second virtual call request of a node transmission of attending a banquet is received Generation, it determines whether that the node of attending a banquet adds in second Virtual Call Center, if allowing, returns to examination ＆ approval and pass through Respond to the public domain server.
  6. 6. a kind of public domain server, which is characterized in that for distributed call center, the distributed call center further includes Terminal of attending a banquet as any one of claim 1 to 5, the public domain server include：
    Registration module, for receiving the application for registration of the terminal transmission of attending a banquet, by the endpoint registration of attending a banquet for the distribution Formula call center attends a banquet, and returns to mark of attending a banquet to the terminal of attending a banquet；
    Transceiver module, for receiving the addition request of the terminal transmission of attending a banquet, described add in asks to include the terminal of attending a banquet Attend a banquet and mark and create the mark of the first Virtual Call Center on the public domain server, it is virtual to send described first The check-in authorization code of call center is to the terminal of attending a banquet, so that the terminal of attending a banquet utilizes first Virtual Call Center It checks in authorization code and checks in first Virtual Call Center, become the node of attending a banquet of first Virtual Call Center.
  7. 7. public domain server according to claim 6, it is characterised in that：
    The transceiver module is additionally operable to after the addition request is received, sends approval request in first virtual call The management node of the heart is examined, and after receiving examination ＆ approval that the management node returns by response, is performed and described is sent described the The check-in authorization code of one Virtual Call Center is to the terminal of attending a banquet.
  8. 8. public domain server according to claim 6, which is characterized in that further include：
    For receiving the establishment application of the terminal transmission of attending a banquet, second is created on the public domain server for creation module Virtual Call Center, using it is described attend a banquet terminal and meanwhile as second Virtual Call Center management node and attend a banquet node, And the mark of second Virtual Call Center is returned to the terminal of attending a banquet.
  9. 9. a kind of distributed call center, which is characterized in that described to attend a banquet end including public domain server and multiple terminals of attending a banquet Holding to the public domain server registration becomes attending a banquet for the distributed call center；
    One of them is attended a banquet creates a Virtual Call Center to the public domain server application, becomes in the virtual call The management node of the heart, and become the node of attending a banquet of the Virtual Call Center simultaneously；A number of other applications of attending a banquet add in the void Intend call center, become the node of attending a banquet of the Virtual Call Center；Wherein at least one attend a banquet node and meanwhile be used as the void Intend the access node of call center；One of them node while as the multihome node of the Virtual Call Center of attending a banquet；
    After receiving the calling of user terminal initiation, incoming call service request is initiated to the multihome node for the access node, Call connection is established between node and the user terminal in attending a banquet for multihome node distribution；
    The multihome node, after receiving the incoming call service request that the access node is initiated, by one of them section of attending a banquet Point distributes to the user terminal, and the node of attending a banquet of distribution is controlled to be established by the access node and the user terminal and is conversed Connection；
    The node of attending a banquet, for be assigned to initiate calling user terminal when, pass through the access node and the user terminal Establish call connection.
  10. 10. distributed call center according to claim 9, it is characterised in that：
    The multihome node is elected by multiple nodes of attending a banquet of the Virtual Call Center by election mechanism dynamic；It is described Access node is set by the management node and generated.
  11. 11. distributed call center according to claim 9, it is characterised in that：
    The access node, be additionally operable to the calling it is unassigned attend a banquet node when, the calling is put into queue and arranges Team.
  12. 12. distributed call center according to claim 9, it is characterised in that：
    After the Virtual Call Center is successfully established, multiple nodes of attending a banquet of the Virtual Call Center are by the common data of itself It is arranged to shared so that the common data of multiple nodes sharings of attending a banquet forms a distributed shared data pond, so as to the place Host node carries out node distribution of attending a banquet according to the distributed shared data pond.
  13. 13. distributed call center according to claim 9, it is characterised in that：
    The management node is additionally operable to carry out examination ＆ approval management of attending a banquet to the Virtual Call Center, and nodal community management of attending a banquet connects Ingress management or grouping management of attending a banquet.
  14. 14. a kind of implementation method of distributed call center as claimed in claim 9, which is characterized in that including：
    At least two terminals of attending a banquet send application for registration to be registered as the distributed call center to public domain server It attends a banquet, and receives the mark of attending a banquet that the public domain server returns；
    One of them, which attends a banquet to send to the public domain server, creates application to create a Virtual Call Center, creates successfully Become the management node of the Virtual Call Center afterwards, and become the node of attending a banquet of the Virtual Call Center simultaneously, receive institute State the mark for the Virtual Call Center that public domain server returns；
    It is other attend a banquet to send to the public domain server add in request, it is described add in request include it is described it is other attend a banquet attend a banquet The mark of mark and the Virtual Call Center receives the check-in for the Virtual Call Center that the public domain server returns Authorization code checks in the Virtual Call Center according to the check-in authorization code of the Virtual Call Center, becomes the virtual call The node of attending a banquet at center.
  15. 15. according to the method for claim 14, which is characterized in that further include：
    At least one node of attending a banquet of the Virtual Call Center is arranged to access node by the management node；
    Multiple nodes of attending a banquet of the Virtual Call Center elect a multihome node by election mechanism dynamic.
  16. 16. according to the method for claim 15, which is characterized in that further include：
    The common data of itself is arranged to shared by multiple nodes of attending a banquet so that the common data of multiple nodes sharings of attending a banquet is formed One distributed shared data pond, so that the multihome node carries out node point of attending a banquet according to the distributed shared data pond Match somebody with somebody.
  17. 17. a kind of implementation method of distributed call center as claimed in claim 9, which is characterized in that including：
    Public domain server receives the registration request for terminal transmission of attending a banquet, by the endpoint registration of attending a banquet for the distributed call Center is attended a banquet, and return attends a banquet mark to the terminal of attending a banquet；
    The establishment application of one of them transmission of attending a banquet is received to create a Virtual Call Center, attending a banquet for application is created by sending As the management node of the Virtual Call Center, while as the node of attending a banquet of the Virtual Call Center, return to the void Intend the mark of call center to the management node；
    The addition request of other transmissions of attending a banquet is received, described add in asks to include other attend a banquet mark and void attended a banquet Intend the mark of call center, return the check-in authorization code of the Virtual Call Center to it is described it is other attend a banquet, so as to described other It attends a banquet and the Virtual Call Center is checked according to the check-in authorization code of the Virtual Call Center, become the Virtual Call Center Node of attending a banquet.
  18. A kind of 18. method of distributed call center processing user's calling as claimed in claim 9, which is characterized in that including：
    Multihome node receives incoming call service request, and the incoming call service request is access node when receiving the calling of user terminal It is initiated to the multihome node；
    A node of attending a banquet is distributed for the user terminal；
    The access node and the node of attending a banquet of distribution is controlled to establish call connection, will pass through the access node in institute It states and establishes call connection between user terminal and the node of attending a banquet of distribution.
  19. 19. according to the method for claim 18, which is characterized in that distributing a node of attending a banquet for the user terminal includes：
    Idle node of attending a banquet is determined based on the data of multiple nodes sharings of attending a banquet；
    It is no it is idle attend a banquet node when, indicate that the calling of the user terminal is added in queue and arranged by the access node Team；
    It is available free attend a banquet node when, an idle node of attending a banquet is selected to distribute to the user terminal, and by the institute of distribution It states node of attending a banquet and is arranged to occupied state；
    Correspondingly, the access node and the node of attending a banquet of distribution is controlled to establish call connection and include：
    Assignment negotiation request is sent to node of attending a banquet described in distribution；
    After the negotiation of the node return of attending a banquet of distribution is received by response, node of attending a banquet described in distribution is arranged to logical Speech phase controls the node of attending a banquet of distribution to establish call connection with the access node.
  20. 20. according to the method for claim 18, which is characterized in that further include：
    The multihome node receives the exhalation service request for calling party end of a node transmission of attending a banquet；
    Node of attending a banquet described in exhalation service request will be sent and be arranged to talking state；
    Access node is controlled to initiate call request to the user terminal；
    After the call answering information that the user terminal returns is received by the access node, control the access node with it is described The node of attending a banquet for sending exhalation service request establishes call connection, will pass through the access node in the user terminal with sending Call connection is established between the node of attending a banquet of exhalation service request.
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