CN108259433A - A kind of call queuing distribution method, system and server - Google Patents
A kind of call queuing distribution method, system and server Download PDFInfo
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- CN108259433A CN108259433A CN201611245840.XA CN201611245840A CN108259433A CN 108259433 A CN108259433 A CN 108259433A CN 201611245840 A CN201611245840 A CN 201611245840A CN 108259433 A CN108259433 A CN 108259433A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1096—Supplementary features, e.g. call forwarding or call holding
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/14—Network architectures or network communication protocols for network security for detecting or protecting against malicious traffic
- H04L63/1441—Countermeasures against malicious traffic
- H04L63/1466—Active attacks involving interception, injection, modification, spoofing of data unit addresses, e.g. hijacking, packet injection or TCP sequence number attacks
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/10—Architectures or entities
- H04L65/102—Gateways
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
- H04L67/146—Markers for unambiguous identification of a particular session, e.g. session cookie or URL-encoding
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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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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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
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Abstract
The embodiment of the invention discloses a kind of call queuing distribution method, system and servers.Server receives the call request that webpage real-time Communication for Power WebRTC gateway devices are sent；The call request that the call request is sent for the first client belonging to the second client belonging to the 2nd WebRTC marks to the first WebRTC marks；First WebRTC is inquired based on the call request and identifies corresponding communication state；When state during the first WebRTC identifies corresponding communication state as communication, setting information based on the first WebRTC marks, which identifies the 2nd WebRTC, adds in waiting list, and the first prompt message of generation, first prompt message is sent by the WebRTC gateway devices；Wherein, first prompt message identifies for prompting the first WebRTC marks initiation call request described in when meeting condition to the 2nd WebRTC.
Description
Technical field
The present invention relates to mobile communication technologies, and in particular to a kind of call queuing distribution method, system and server.
Background technology
Customer service is the essential function of modern enterprise.Large enterprises are often through using perfect in shape and function, expensive
Call center come help to realize customer service support.As many client's incoming calls (call in), often there is phone distribution in call center
With the function of queuing, customer service resource can be reasonably managed, while caller client will not be missed.Some can also provide current row
Team's information (than being come before you if any several phones) and it is expected that stand-by period.But call center needs the equipment for installing profession
And software, and above-mentioned customer service usually has following limitation：1st, the stand-by period is too long and client tends not to run away and do
Other thing wastes the time of client；2nd, some systems can allow client to input a callback number, when being discharged to, contact staff
It can return and.Client dare not often use phone before customer service clawback is connected to, and fearness misses telegram in reply.
And vast medium-sized and small enterprises are limited by financial resources, can not rent expensive call center, often using more simple
Customer service scheme.Such as using 800 or 400 phones, 400 phones have certain distribution function and without queuing capability, such caller client
Incoming call is easily missed when busy, customer satisfaction is caused to decline.
Invention content
To solve existing technical problem, an embodiment of the present invention provides a kind of call queuing distribution method, systems
And server.
In order to achieve the above objectives, the technical solution of the embodiment of the present invention is realized in：
An embodiment of the present invention provides a kind of call queuing distribution method, the method includes：
Server receives webpage real-time Communication for Power (WebRTC, Web Real-Time Communication) gateway device hair
The call request sent；The call request is belonging to the second client belonging to the 2nd WebRTC marks to the first WebRTC marks
The first client send call request；
First WebRTC is inquired based on the call request and identifies corresponding communication state；
When state during the first WebRTC identifies corresponding communication state as communication, marked based on the first WebRTC
The setting information of knowledge, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, by described
WebRTC gateway devices send first prompt message；
Wherein, first prompt message please for the first WebRTC marks described in when meeting condition to be prompted to initiate calling
It asks to the 2nd WebRTC and identifies.
In said program, the 2nd WebRTC is identified after adding in waiting list, the method further includes：It detects
When first WebRTC identifies corresponding communication state as idle state, the waiting list is inquired；
When the 2nd WebRTC marks are in the first place of the waiting list, identified respectively to the first WebRTC
It is identified with the 2nd WebRTC and initiates call request；
When the characterization for being respectively received the first WebRTC marks and the 2nd WebRTC marks agrees to call request
Confirmation message when, establish the first WebRTC mark and the 2nd WebRTC identify between communication connection.
In said program, the first prompt message of the generation, including：It is identified based on the 2nd WebRTC in the waiting
Position in queue generates the first prompt message；Wherein, first prompt message is used for institute after the time for prompting estimated waiting
The first WebRTC marks are stated to initiate except call request to the 2nd WebRTC marks；And/or it is additionally operable to characterize the waiting
The information of mark quantity that the marks of 2nd WebRTC described in queue wait for before.
In said program, described after the 2nd WebRTC identifies initiation call request, the method further includes：When
When receiving information of the characterization of the 2nd WebRTC marks in communication state, WebRTC marks are added in again described etc.
Treat queue.
In said program, when state during the first WebRTC identifies corresponding communication state as communication, the method
It further includes：
When the setting information of the first WebRTC marks include the first WebRTC identify it is corresponding, for calling
During other WebRTC marks of transfer, identified to other described WebRTC and initiate call request；
When the characterization for receiving other WebRTC marks agrees to the confirmation message of call request, described second is established
The communication that WebRTC is identified between other described WebRTC marks connects.
In said program, when it is idle state that the first WebRTC, which identifies corresponding communication state, the method is also
Including：
When the setting information of the first WebRTC marks includes black list information and the 2nd WebRTC and identify to exist
When in the black list information, the prompt message of generation characterization refusal call request sends the characterization refusal call request
Prompt message is identified to the 2nd WebRTC.
The embodiment of the present invention additionally provides a kind of server, and the server includes：Communication unit, query unit, queuing
Unit and generation unit；Wherein,
The communication unit, for receiving the call request of webpage real-time Communication for Power WebRTC gateway devices transmission；It is described to exhale
Cry what request was sent for the first client belonging to the second client belonging to the 2nd WebRTC marks to the first WebRTC marks
Call request；
The first WebRTC marks are inquired in the query unit, the call request for being received based on the communication unit
Know corresponding communication state；
The queued units determine that the first WebRTC identifies corresponding communication state as communication for working as the query unit
During middle state, the setting information based on the first WebRTC marks, which identifies the 2nd WebRTC, adds in waiting list；
The generation unit, for generating the first prompt message；First prompt message is meeting condition for prompting
The first WebRTC of Shi Suoshu marks are initiated call request and are identified to the 2nd WebRTC；
The communication unit is additionally operable to send that the generation unit generates by the WebRTC gateway devices described the
One prompt message is identified to the 2nd WebRTC.
In said program, the communication unit is additionally operable to the query unit and determines that the first WebRTC marks are corresponding logical
News state for idle state and the 2nd WebRTC mark in the waiting list first place when, respectively to described first
WebRTC is identified and the 2nd WebRTC marks initiate call request；When being respectively received the first WebRTC mark and institute
When stating the characterizations of the 2nd WebRTC marks and agreeing to the confirmation message of call request, the first WebRTC mark and described the are established
Communication connection between two WebRTC marks.
In said program, the generation unit, for being identified in the waiting list based on the 2nd WebRTC
Position generates the first prompt message；Wherein, first prompt message is used for described first after the time for prompting estimated waiting
WebRTC marks are initiated except call request to the 2nd WebRTC marks；And/or it is additionally operable to characterize in the waiting list
The information of mark quantity that the 2nd WebRTC marks wait for before.
In said program, the queued units are additionally operable to the communication unit and initiate to exhale to the 2nd WebRTC marks
After crying request, when receiving information of the characterization of the 2nd WebRTC marks in communication state, the WebRTC is marked again
Know and add in the waiting list.
In said program, the communication unit is additionally operable to determine that the first WebRTC marks are corresponding when the query unit
Communication state is that the setting information of state and the first WebRTC marks includes the first WebRTC marks pair in communication
It is answering, for call forwarding other WebRTC mark when, to other described WebRTC identify initiate call request；When receiving
When the characterization of described other WebRTC mark agrees to the confirmation message of call request, establish the 2nd WebRTC marks with it is described
Communication connection between other WebRTC marks.
In said program, the generation unit is additionally operable to determine that the first WebRTC marks are corresponding when the query unit
Communication state be communication in state, the first WebRTC mark setting information include black list information and described second
When WebRTC marks are in the black list information, the prompt message of generation characterization refusal call request；
The communication unit is additionally operable to send the prompt message for characterizing refusal call request to the 2nd WebRTC
Mark.
The embodiment of the present invention additionally provides a kind of call queuing dissemination system, the system comprises：Call queuing distribution clothes
Business device, WebRTC gateway devices, equipment of the core network and client；The client includes the first client and the second client；
Wherein,
Second client is identified for passing through the 2nd WebRTC to the first client belonging to the first WebRTC marks
The call request of transmission；
The WebRTC gateway devices, for receiving the call request that the equipment of the core network is sent, by described in
Call request is sent to the call queuing Distributor；
The call queuing Distributor inquires the first WebRTC marks correspondence for being based on the call request
Communication state；When state during the first WebRTC identifies corresponding communication state as communication, based on described first
The setting information of WebRTC marks, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, to
The WebRTC gateway devices send first prompt message, to be set by the WebRTC gateway devices and the core net
It is standby that first prompt message is sent to second client；Wherein, first prompt message is meeting for prompting
First WebRTC marks described in during condition are initiated call request and are identified to the 2nd WebRTC.
Call queuing distribution method provided in an embodiment of the present invention, system and server, the method includes：Server connects
Receive the call request that webpage real-time Communication for Power WebRTC gateway devices are sent；The call request is belonging to the 2nd WebRTC marks
The call request that the first client belonging to second client to the first WebRTC marks is sent；It is inquired based on the call request
First WebRTC identifies corresponding communication state；The shape in the first WebRTC identifies corresponding communication state as communication
During state, the setting information based on the first WebRTC marks, which identifies the 2nd WebRTC, adds in waiting list, Yi Jisheng
Into the first prompt message, first prompt message is sent by the WebRTC gateway devices；Wherein, the first prompting letter
Breath identifies for prompting the first WebRTC marks initiation call request described in when meeting condition to the 2nd WebRTC.Using
The technical solution of the embodiment of the present invention, the server and WebRTC gateway devices distributed by user's call queuing of deployment,
The call queuing based on communication Operation Network side and distribution are realized, without installing the call center of profession, is greatly reduced into
This, improves the experience of user.
Description of the drawings
Fig. 1 is the composition structure diagram of the call queuing dissemination system of this distribution embodiment；
Fig. 2 is the concrete composition structure diagram of the call queuing dissemination system of the embodiment of the present invention；
Fig. 3 is the flow diagram of the call queuing distribution method of the embodiment of the present invention；
Fig. 4 is a kind of application schematic diagram of the call queuing distribution method of the embodiment of the present invention；
Fig. 5 is another application schematic diagram of the call queuing distribution method of the embodiment of the present invention；
Fig. 6 is the composition structure diagram of the server of the embodiment of the present invention.
Specific embodiment
Below in conjunction with the accompanying drawings and specific embodiment the present invention is described in further detail.
Embodiment one
An embodiment of the present invention provides a kind of call queuing dissemination systems.Fig. 1 is the call queuing point of this distribution embodiment
The composition structure diagram of hair system；As shown in Figure 1, the system comprises：Call queuing Distributor 12, WebRTC gateways
Equipment 13, equipment of the core network 14 and client 11；The client 11 includes the first client and the second client；Wherein,
Second client is identified for passing through the 2nd WebRTC to the first client belonging to the first WebRTC marks
The call request of transmission；
The WebRTC gateway devices 13, will for receiving the call request that the equipment of the core network 14 is sent
The call request is sent to the call queuing Distributor 12；
The call queuing Distributor 12 inquires the first WebRTC marks pair for being based on the call request
The communication state answered；When state during the first WebRTC identifies corresponding communication state as communication, based on described first
The setting information of WebRTC marks, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, to
The WebRTC gateway devices 13 send first prompt message, to pass through the WebRTC gateway devices 13 and the core
First prompt message is sent to second client by net equipment 14；Wherein, first prompt message is used to prompt
First WebRTC marks described in when meeting condition are initiated call request and are identified to the 2nd WebRTC.
In the embodiment of the present invention, the client 11 (including first client and the second client) is WebRTC client
End supports browser and mobile application (APP) that can carry out video communication, voice communication, file transmission etc. in real time.User Ke Tong
It crosses WebRTC clients and carries out the business such as video calling.WebRTC clients can be the application of an embedded browser function,
Either support browser of WebRTC standards etc..Wherein, it can be used between client and call queuing Distributor 12
World Wide Web Consortium (W3C, World Wide Web Consortium) and Internet engineering task force (IETF) standard and
Application Programming Interface (API), without additional insert.
Specifically, can be sent a telegram here between WebRTC clients and call queuing Distributor 12 by WebRTC distribution and row
Incoming call distribution and the relevant parameter being lined up are cancelled in team's user interface setting；The function of other enterprise's customer services, example can also be set
Such as set automatic voice responding, setting whether record, set wait in line number, setting whether to tell send a telegram here client before
If when number, setting whether to tell the incoming call client estimated time waited for, clawback when if caller line is busy, setting
Whether to retry, the number retried or the period retried, the queuing algorithm retried etc..Above-mentioned setting function allows WebRTC
ID owner is configured by webpage or application.Certainly, user in webpage or can apply upper application by above-mentioned user interface
WebRTC ID, the WebRTC ID can be ID or practical virtual IDs；Wherein, when WebRTC ID are virtual
During WebRTC ID, which has incoming call queuing distribution function automatically, and virtual web RTC ID is needed to be mapped to one group
On practical ID.When WebRTC ID are actual Web RTC ID, whether actual Web RTC ID there is incoming call queuing to distribute work(
It can need user setting.Certainly, user can also set other miscellaneous functions, including but not limited to：Phone blacklist, setting are set
Call forwarding function etc..
In the present embodiment, the call queuing Distributor 12 is connect with WebRTC gateway devices 13, is completed to some
WebRTC identifies the queuing and distribution of corresponding calling.Wherein, WebRTC marks can be a number or a word
Symbol string ID.
In the present embodiment, the WebRTC gateway devices 13 connect equipment of the core network 14, such as connect common exchanging telephone
Network (PSTN, Public Switched Telephone Network) or IP multimedia subsystem (IMS, IP
Multimeida Subsystem).During specific implementation, the WebRTC gateway devices 13 are supported WebRTC standards
Data are converted to the consensus standard of the support of equipment of the core network 14.
Fig. 2 is the concrete composition structure diagram of the call queuing dissemination system of the embodiment of the present invention；It is as shown in Fig. 2, objective
Family end is other than call distribution is lined up user interface, also with other customer service function user interfaces, to set other enterprises
Whether the function of customer service, such as setting automatic voice responding, setting record.It can distribute with incoming call is lined up user interface and deposits
In same APP or webpage, thereby using family, there are one unified client service center of enterprise setting interfaces.Other described customer service functions
User interface is connect with other customer service function servers, other described customer service function servers provide the work(of other enterprise's customer services
Can, such as automatic voice responding function, automatic recording function, estimated, analysis, statistics function.Certainly, the embodiment of the present invention is main
It is described in detail for call queuing distribution function, other described customer service functions are not described in detail.
As a kind of embodiment, the call queuing Distributor 12 is additionally operable to detect the first WebRTC
When identifying corresponding communication state as idle state, the waiting list is inquired；When the 2nd WebRTC marks are in first place
When, respectively call request is initiated to the first WebRTC marks and the 2nd WebRTC marks；It is described when being respectively received
When first WebRTC is identified and the characterization of the 2nd WebRTC marks agrees to the confirmation message of call request, described first is established
WebRTC identifies the communication connection between the 2nd WebRTC marks.
As a kind of embodiment, the call queuing Distributor 12, for being based on the 2nd WebRTC marks
Position in the waiting list generates the first prompt message；Wherein, first prompt message is used to prompt estimated wait for
Time after the first WebRTC mark initiate except call request identifies to the 2nd WebRTC；And/or it is additionally operable to table
Levy the information of mark quantity that the marks of the 2nd WebRTC described in the waiting list wait for before.
As a kind of embodiment, the call queuing Distributor 12 is additionally operable to identify to the 2nd WebRTC
After initiating call request, when the characterization for receiving the 2nd WebRTC marks communicates busy information, again by described in
WebRTC marks add in the waiting list.
As a kind of embodiment, the call queuing Distributor 12 is additionally operable to identify as the first WebRTC
Setting information include the first WebRTC mark it is corresponding, for call forwarding other WebRTC marks when, to institute
It states other WebRTC marks and initiates call request；When the characterization for receiving other WebRTC marks agrees to call request really
When recognizing information, the communication established between the 2nd WebRTC marks and other described WebRTC marks connects.
As a kind of embodiment, the call queuing Distributor 12 is additionally operable to identify as the first WebRTC
Corresponding communication state includes black list information and institute for idle state and the first WebRTC setting information identified
When stating the 2nd WebRTC marks in the black list information, the confirmation message of generation characterization refusal call request, described in transmission
The confirmation message of characterization refusal call request is identified to the 2nd WebRTC.
Using the technical solution of the embodiment of the present invention, the server distributed by user's call queuing of deployment and
WebRTC gateway devices realize the call queuing based on communication Operation Network side and distribution, in the calling without installing profession
The heart greatly reduces cost, improves the experience of user.
Embodiment two
Based on the composition structure of the call queuing dissemination system shown in embodiment, an embodiment of the present invention provides a kind of callings
Distribution method is lined up, applied in server, which is specifically as follows the call queuing Distributor in Fig. 1.Fig. 3 is
The flow diagram of the call queuing distribution method of the embodiment of the present invention；As shown in figure 3, the method includes：
Step 301：Server receives the call request that WebRTC gateway devices are sent；The call request is second
The call request that the first client belonging to the second client to the first WebRTC marks belonging to WebRTC marks is sent.
Step 302：First WebRTC is inquired based on the call request and identifies corresponding communication state.
Step 303：When state during the first WebRTC identifies corresponding communication state as communication, based on described first
The setting information of WebRTC marks, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, leads to
It crosses the WebRTC gateway devices and sends first prompt message；Wherein, first prompt message is meeting for prompting
First WebRTC marks described in during condition are initiated call request and are identified to the 2nd WebRTC.
In the present embodiment, user can be opened or closed incoming call distribution queuing capability by the operation of client, can log in fortune
Webpage or the application that quotient provides are sought, opens incoming call distribution queuing capability；In the setting interface provided in webpage or application, it can set
Incoming call queuing function, including but not limited to following functions：Queuing algorithm selection sets, the setting of incoming call queuing maximum length, is
The no setting that tell the incoming call client setting of number that front waits for, whether to tell the incoming call client estimated time waited for,
If caller line is busy during clawback, if the setting to be retried, retries the setting of the number retried or the period retried
Setting of queuing algorithm etc..Based on above-mentioned setting, generation is for the setting information of each user in the server.When
So, user needs one account of first to file in the business for using client offer, which is denoted as WebRTC marks；Then server
Middle storage is each WebRTC marks and corresponding setting information.Wherein, apllied WebRTC is identified as virtual web RTC
Mark, server need to will be on virtual web RTC identity maps to one group of physical label.
In the present embodiment, when the second client that server is received belonging to the 2nd WebRTC marks is marked to the first WebRTC
During the call request that the first client belonging to knowing is sent, the first WebRTC is inquired first and identifies corresponding communication state；
If the first WebRTC identifies corresponding communication state as idle state, which is sent to described first
WebRTC is identified, so that the user of client belonging to the first WebRTC marks answers or refuses to answer the calling.If described first
When WebRTC identifies corresponding communication state as communication state, then need according to the corresponding setting letter of the first WebRTC marks
Breath is further processed.Wherein, if the first WebRTC, which is identified, has no the correlation that incoming call distribution is lined up in corresponding setting information
During setting information, then directly corresponding second Client-Prompt busy tone is identified to the 2nd WebRTC or characterize line be busy
Voice prompt.
If the first WebRTC identifies the related setting information that there is incoming call distribution queuing in corresponding setting information, base
The 2nd WebRTC is identified in the setting information and adds in the first prompt message of waiting list and generation, described first carries
Show information for prompt the first WebRTC marks initiation call request described in when meeting condition identify to the 2nd WebRTC.
Wherein, the selection of the length of waiting list, queuing algorithm can be pre-set by user.Wherein, first prompt message can
Think that the language that call request is identified to the 2nd WebRTC can be initiated by being characterized in the first WebRTC marks described in when meeting condition
Sound prompt message, such as " user that you are dialed is conversing, and gives clawback to you later ".
In the present embodiment, WebRTC marks can be actual identification, then whether actual identification there is queuing distribution function to need
User is configured.As another embodiment, WebRTC marks can be virtual identifying, which is mapped to one group of reality
On the ID on border；When then receiving the calling of virtual identifying, the free time inquired in practical ID groups corresponding with the virtual identifying is real
Border ID selects a practical ID according to preset rules, and the communication state based on the practical ID is communicated.
As a kind of embodiment, the first prompt message of the generation, including：It is identified based on the 2nd WebRTC in institute
The position stated in waiting list generates the first prompt message；Wherein, first prompt message be used to prompting estimated waiting when
Between after the first WebRTC mark initiate except call request identifies to the 2nd WebRTC；And/or it is additionally operable to characterization institute
State the information of mark quantity that the marks of the 2nd WebRTC described in waiting list wait for before.
Specifically, the server identifies quantity based on the WebRTC being had been lined up in waiting list, before determining active calls
The number that face waits for, and can be represented by first prompt message；Also, the server can be also based on before active calls
The Population size estimation of the waiting estimated time waited for, by the number of waiting and it is expected that the time waited for pass through first prompt message
Mark.Also, first prompt message can also include when taken turns in waiting list the 2nd WebRTC mark when described in first
WebRTC marks can initiate the information of voice prompt that call request is identified to the 2nd WebRTC.
As a kind of embodiment, the 2nd WebRTC is identified after adding in waiting list, the method further includes：
When detecting that the first WebRTC identifies corresponding communication state as idle state, the waiting list is inquired；When described
When two WebRTC marks are in the first place of the waiting list, respectively to the first WebRTC marks and the 2nd WebRTC
Mark initiates call request；When the characterization for being respectively received the first WebRTC marks and the 2nd WebRTC marks is agreed to
During the confirmation message of call request, the communication established between the first WebRTC marks and the 2nd WebRTC marks connects
It connects.
Specifically, in present embodiment, first place is in when the 2nd WebRTC in waiting list is identified, that is, passes through row
Team's mode takes turns to the 2nd WebRTC marks and presently described first WebRTC identifies corresponding communication state and is in idle shape
During state, the server, which identifies the 2nd WebRTC, to carry out clawback and dials to the first WebRTC marks；
When the characterization for being respectively received the first WebRTC marks and the 2nd WebRTC marks agrees to the confirmation letter of call request
During breath, the communication connection between the first WebRTC marks and the 2nd WebRTC marks is established.Described second
WebRTC marks second client-side can be understood as the first client belonging to the first WebRTC marks
Actively dial.
Further, described after the 2nd WebRTC identifies initiation call request, the method further includes：When connecing
When receiving information of the characterization of the 2nd WebRTC marks in communication state, WebRTC marks are added in into the waiting again
Queue.
Specifically, in present embodiment, in the 2nd WebRTC marks described in server clawback and the 2nd WebRTC is marked
When knowing in communication state, based on pre-set setting information (if caller line is busy during including clawback, if to retry,
The number retried or the period retried etc.), the waiting list is written into the 2nd WebRTC marks again, according to
The setting information be lined up and again etc. to be distributed.
As a kind of embodiment, when state during the first WebRTC identifies corresponding communication state as communication, institute
The method of stating further includes：Corresponding, use is identified when the setting information of the first WebRTC marks includes the first WebRTC
When other WebRTC marks of call forwarding, identified to other described WebRTC and initiate call request；When receive it is described its
When the characterization of his WebRTC mark agrees to the confirmation message of call request, establish the 2nd WebRTC marks with it is described other
Communication connection between WebRTC marks.
Specifically, in present embodiment, when state during the first WebRTC identifies corresponding communication state as communication,
The server can also be based on setting information and carry out call forwarding, and the call forwarding to other pre-set WebRTC is marked
Know.When call forwarding is set, other WebRTC of call forwarding can be set to identify, the quantity of other WebRTC marks of setting
It can be more than one.
It is described when it is idle state that the first WebRTC, which identifies corresponding communication state, as a kind of embodiment
Method further includes：When the setting information of the first WebRTC marks includes black list information and the 2nd WebRTC marks
When knowing in the black list information, the prompt message of generation characterization refusal call request, sending the characterization refusal calling please
The prompt message asked is identified to the 2nd WebRTC.
Specifically, in present embodiment, when it is idle state that the first WebRTC, which identifies corresponding communication state, institute
State server can also the setting based on the blacklist in setting information to incoming call be filtered.When the black name in the setting information
When list includes the 2nd WebRTC marks, then the 2nd WebRTC marks are filtered, i.e., it please not by the calling
It asks and is sent to the first WebRTC marks, but generate
Using the technical solution of the embodiment of the present invention, the server distributed by user's call queuing of deployment and
WebRTC gateway devices realize the call queuing based on communication Operation Network side and distribution, in the calling without installing profession
The heart greatly reduces cost, improves the experience of user.
The call queuing distribution method of the embodiment of the present invention is described in detail with reference to two access scenes.
Scene one
WebRTC ID are actual identification (ID) in this scene.
It is set when there is no any effective queuing distribution in setting informations of the WebRTC ID in incoming call distribution queuing service device
When, if the WebRTC ID are in communications status, prompting incoming call ID line be busies；If the WebRTC ID are in idle state, directly
Connecting incoming call ID.
When there is effective queuing distribution setting in setting informations of the WebRTC ID in incoming call distribution queuing service device,
If the WebRTC ID are in idle state, direct connecting incoming call ID；If the WebRTCID is in communications status, by the ID that sends a telegram here
Waiting list is put into, and prompt incoming call ID line be busies with certain rule (such as first in, first out rule)；It can also be according to incoming call point
The setting information in queuing service device is sent out, prompts current waiting number and/or it is expected that the information such as stand-by period；It can also prompt to come
Electric ID, the meeting clawback incoming call ID when being discharged to, then end first calling.When incoming call ID is discharged in waiting list, incoming call distribution
The queuing service device automatic dialing incoming call ID and WebRTC ID of former calling, both sides are connected, make the two that can be communicated.
If incoming call ID is in talking state, condition is retried if there is retrying setting and meeting, then according to retrial queue algorithm, will be sent a telegram here
ID is reentered into queue and is lined up.Fig. 4 is a kind of application schematic diagram of the call queuing distribution method of the embodiment of the present invention；Such as figure
Shown in 4, the WebRTC ID of display are in call, incoming call ID and the corresponding time called for the first time that user interface display is lined up.
Scene two
WebRTC ID are virtual ID in this scene, and virtual ID must map on one group of practical ID, and each virtual ID is certainly
It is dynamic that there is incoming call queuing and distribution function.When there is incoming call virtual ID, if in the practical ID groups of mapping, have at practical ID
In idle state, then available practical ID is connected according to distribution algorithms (such as first in, first out rule)；If the practical ID of mapping
All practical ID are put into this virtually all in communication state, then ID in future with certain rule (such as first in, first out rule) in group
In the waiting list of ID.And prompt incoming call ID line be busies；The setting information in queuing service device can also be distributed according to incoming call, carried
Show current waiting number and/or it is expected that the information such as stand-by period；Incoming call ID can also be prompted, the meeting clawback incoming call ID when being discharged to,
Then end first calls.When incoming call ID is discharged in waiting list, incoming call distribution queuing service device automatic dialing incoming call ID
With next available practical ID, both sides are connected, make the two that can talk with.If incoming call ID is in talking state, if there is weight
Examination, which sets and meets, retries condition, then according to retrial queue algorithm, incoming call ID is reentered into queue and is lined up.Fig. 5 is this
Another application schematic diagram of the call queuing distribution method of inventive embodiments；As shown in figure 5, the it is shown that management of virtual ID
Operator interfaces (Virtual ID Admin Console) show the corresponding all practical ID incoming calls being served of the virtual ID
The incoming call ID of ID, standby ID and queuing.
The call queuing distribution method of the embodiment of the present invention provides incoming call distribution in common carrier side and queue capability is (logical
Cross the call queuing Distributor of setting and WebRTC gateway devices) so that enterprise's customer service no longer needs to build or rent
With expensive private calls center.And traditional call center lacks flexibility all with lattice of determining the price of attending a banquet.What operator provided
Incoming call distribution and queuing can be with flexible configurations, according to actual use demand clearing.
Technical solution provided in an embodiment of the present invention can be applicable to following every field：
1st, small-sized electric business or on-line shop：If service calls amount is less and very average always, has sometimes while 2-3 are exhaled
Enter, the incoming call queuing function of the embodiment of the present invention can be used；
2nd, middle-size and small-size electric business or on-line shop：If service calls amount less but distribution it is less average, some specific red-letter days or
Person's season service calls amount can surge, then can open virtual ID, idle season mapping to one, two practical customer service ID,
Busy season then increases practical ID；
3rd, E-business service company (such as large-scale on-line shop of agency)：Electric business agency service company can allow a customer service simultaneously
It is responsible for the customer service work of multiple on-line shops, such as the customer service in X shops can may also be responsible for the customer service work in Y shops, Z shops.Therefore, one
The practical ID of contact staff can be mapped in the customer service virtual ID of different on-line shops, flexible configuration.
Embodiment three
The embodiment of the present invention additionally provides a kind of server.Fig. 6 is that the composition structure of the server of the embodiment of the present invention is shown
It is intended to；As shown in fig. 6, the server includes：Communication unit 41, query unit 42, queued units 43 and generation unit 44；Its
In,
The communication unit 41, for receiving the call request of webpage real-time Communication for Power WebRTC gateway devices transmission；It is described
Call request is sent for the first client belonging to the second client belonging to the 2nd WebRTC marks to the first WebRTC marks
Call request；
The query unit 42, for the call request inquiry described first received based on the communication unit 41
WebRTC identifies corresponding communication state；
The queued units 43 determine that the first WebRTC identifies corresponding communication state and is for working as the query unit 42
In communication during state, the setting information based on the first WebRTC marks, which identifies the 2nd WebRTC to add in, waits for team
Row；
The generation unit 44, for generating the first prompt message；First prompt message is meeting item for prompting
First WebRTC marks described in during part are initiated call request and are identified to the 2nd WebRTC；
The communication unit 41 is additionally operable to the institute for sending the generation unit 44 by the WebRTC gateway devices and generating
It states the first prompt message and identifies to the 2nd WebRTC.
As a kind of embodiment, the communication unit 41 is additionally operable to the query unit 42 and determines the first WebRTC marks
Know corresponding communication state for idle state and the 2nd WebRTC mark in the waiting list first place when, respectively
Call request is initiated to the first WebRTC marks and the 2nd WebRTC marks；When being respectively received described first
When WebRTC is identified and the characterization of the 2nd WebRTC marks agrees to the confirmation message of call request, described first is established
WebRTC identifies the communication connection between the 2nd WebRTC marks.
As a kind of embodiment, the generation unit 44, for being based on the 2nd WebRTC marks in the waiting
Position in queue generates the first prompt message；Wherein, first prompt message is used for institute after the time for prompting estimated waiting
The first WebRTC marks are stated to initiate except call request to the 2nd WebRTC marks；And/or it is additionally operable to characterize the waiting
The information of mark quantity that the marks of 2nd WebRTC described in queue wait for before.
As a kind of embodiment, the queued units 43 are additionally operable to the communication unit 41 to the 2nd WebRTC
After mark initiation call request, when characterizing the information for being in communication state of the 2nd WebRTC marks is received, again by institute
It states WebRTC marks and adds in the waiting list.
As a kind of embodiment, the communication unit 41 is additionally operable to determine the first WebRTC when the query unit 42
It is that the setting information of state and the first WebRTC marks includes described first in communication to identify corresponding communication state
WebRTC mark it is corresponding, for call forwarding other WebRTC mark when, to other described WebRTC identify initiate calling
Request；When the characterization for receiving other WebRTC marks agrees to the confirmation message of call request, described second is established
The communication that WebRTC is identified between other described WebRTC marks connects.
As a kind of embodiment, the generation unit 44 is additionally operable to determine the first WebRTC when the query unit 42
Identify corresponding communication state be communication in state, the first WebRTC mark setting information include black list information,
And the 2nd WebRTC mark in the black list information when, the prompt message of generation characterization refusal call request；
The communication unit 41 is additionally operable to send the prompt message for characterizing refusal call request to described second
WebRTC is identified.
It will be appreciated by those skilled in the art that in the server of the embodiment of the present invention each processing unit function, can refer to
Aforementioned call is lined up the associated description of distribution method and understands, each processing unit in the server of the embodiment of the present invention, can pass through
It realizes the analog circuit of the function described in the embodiment of the present invention and realizes, it can also be by performing the work(described in the embodiment of the present invention
Can operation of the software on intelligent terminal and realize.
In the embodiment of the present invention, query unit 42, queued units 43 and generation unit 44 in the server, in reality
In can by the server central processing unit (CPU, Central Processing Unit), at digital signal
Reason device (DSP, Digital Signal Processor), micro-control unit (MCU, Microcontroller Unit) can be compiled
Journey gate array (FPGA, Field-Programmable Gate Array) is realized；Communication unit 41 in the server,
It (can be included by communications module in practical application：Base communication external member, operating system, communication module, standard interface and agreement
Deng) and dual-mode antenna realization.
In several embodiments provided herein, it should be understood that disclosed device and method can pass through it
Its mode is realized.Apparatus embodiments described above are only schematical, for example, the division of the unit, only
A kind of division of logic function can have other dividing mode, such as in actual implementation：Multiple units or component can combine or
It is desirably integrated into another system or some features can be ignored or does not perform.In addition, shown or discussed each composition portion
Point mutual coupling or direct-coupling or communication connection can be the INDIRECT COUPLINGs by some interfaces, equipment or unit
Or communication connection, can be electrical, mechanical or other forms.
The above-mentioned unit illustrated as separating component can be or may not be physically separate, be shown as unit
The component shown can be or may not be physical unit, you can be located at a place, can also be distributed to multiple network lists
In member；Part or all of unit therein can be selected according to the actual needs to realize the purpose of this embodiment scheme.
In addition, each functional unit in various embodiments of the present invention can be fully integrated into a processing unit, also may be used
To be each unit individually as a unit, can also two or more units integrate in a unit；It is above-mentioned
The form that hardware had both may be used in integrated unit is realized, can also be realized in the form of hardware adds SFU software functional unit.
One of ordinary skill in the art will appreciate that：Realizing all or part of step of above method embodiment can pass through
The relevant hardware of program instruction is completed, and aforementioned program can be stored in a computer read/write memory medium, the program
When being executed, step including the steps of the foregoing method embodiments is performed；And aforementioned storage medium includes：It is movable storage device, read-only
Memory (ROM, Read-Only Memory), random access memory (RAM, Random Access Memory), magnetic disc or
The various media that can store program code such as person's CD.
If alternatively, the above-mentioned integrated unit of the present invention is realized in the form of software function module and is independent product
Sale in use, can also be stored in a computer read/write memory medium.Based on such understanding, the present invention is implemented
The technical solution of example substantially in other words can be embodied the part that the prior art contributes in the form of software product,
The computer software product is stored in a storage medium, and being used including some instructions (can be with so that computer equipment
It is personal computer, server or network equipment etc.) perform all or part of each embodiment the method for the present invention.
And aforementioned storage medium includes：Movable storage device, ROM, RAM, magnetic disc or CD etc. are various can to store program code
Medium.
The above description is merely a specific embodiment, but protection scope of the present invention is not limited thereto, any
Those familiar with the art in the technical scope disclosed by the present invention, can readily occur in change or replacement, should all contain
Lid is within protection scope of the present invention.Therefore, protection scope of the present invention should be based on the protection scope of the described claims.
Claims (13)
1. a kind of call queuing distribution method, which is characterized in that the method includes：
Server receives the call request that webpage real-time Communication for Power WebRTC gateway devices are sent；The call request is second
The call request that the first client belonging to the second client to the first WebRTC marks belonging to WebRTC marks is sent；
First WebRTC is inquired based on the call request and identifies corresponding communication state；
When state during the first WebRTC identifies corresponding communication state as communication, based on the first WebRTC marks
Setting information, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, passes through the WebRTC
Gateway device sends first prompt message；
Wherein, first prompt message initiates call request extremely for the first WebRTC described in when meeting condition to be prompted to identify
The 2nd WebRTC marks.
2. according to the method described in claim 1, it is characterized in that, by the 2nd WebRTC identify add in waiting list it
Afterwards, the method further includes：When detecting that the first WebRTC identifies corresponding communication state as idle state, described in inquiry
Waiting list；
When the 2nd WebRTC marks are in the first place of the waiting list, respectively to the first WebRTC marks and institute
It states the 2nd WebRTC marks and initiates call request；
When the characterization for being respectively received the first WebRTC marks and the 2nd WebRTC marks agrees to call request really
When recognizing information, the communication connection between the first WebRTC marks and the 2nd WebRTC marks is established.
3. according to the method described in claim 1, it is characterized in that, it is described generation the first prompt message, including：Based on described
Position of the two WebRTC marks in the waiting list generates the first prompt message；Wherein, first prompt message is used for
Except the first WebRTC marks initiation call request is identified to the 2nd WebRTC after the prompting estimated time waited for；
And/or it is additionally operable to characterize the information of mark quantity that the marks of the 2nd WebRTC described in the waiting list wait for before.
4. according to the method described in claim 2, it is characterized in that, described identified to the 2nd WebRTC initiates call request
Later, the method further includes：When receiving information of the characterization of the 2nd WebRTC marks in communication state, again by institute
It states WebRTC marks and adds in the waiting list.
5. according to the method described in claim 1, it is characterized in that, it is when the first WebRTC identifies corresponding communication state
In communication during state, the method further includes：
When the setting information of the first WebRTC marks include the first WebRTC identify it is corresponding, for call forwarding
Other WebRTC mark when, to other described WebRTC identify initiate call request；
When the characterization for receiving other WebRTC marks agrees to the confirmation message of call request, described second is established
The communication that WebRTC is identified between other described WebRTC marks connects.
6. according to the method described in claim 1, it is characterized in that, it is when the first WebRTC identifies corresponding communication state
During idle state, the method further includes：
When the first WebRTC mark setting information include black list information and the 2nd WebRTC mark described
When in black list information, the prompt message of generation characterization refusal call request sends the prompting of the characterization refusal call request
Information is identified to the 2nd WebRTC.
7. a kind of server, which is characterized in that the server includes：Communication unit, query unit, queued units and generation are single
Member；Wherein,
The communication unit, for receiving the call request of webpage real-time Communication for Power WebRTC gateway devices transmission；The calling please
Ask the calling sent for the first client belonging to the second client belonging to the 2nd WebRTC marks to the first WebRTC marks
Request；
The first WebRTC marks pair are inquired in the query unit, the call request for being received based on the communication unit
The communication state answered；
The queued units determine that the first WebRTC identifies corresponding communication state as shape in communication for working as the query unit
During state, the setting information based on the first WebRTC marks, which identifies the 2nd WebRTC, adds in waiting list；
The generation unit, for generating the first prompt message；First prompt message is for prompting in when that meets condition institute
It states the first WebRTC marks and initiates call request and identify to the 2nd WebRTC；
The communication unit is additionally operable to carry by described the first of the WebRTC gateway devices transmission generation unit generation
Show that information is identified to the 2nd WebRTC.
8. server according to claim 7, which is characterized in that it is true to be additionally operable to the query unit for the communication unit
Fixed first WebRTC identifies corresponding communication state as idle state and the 2nd WebRTC marks are in the waiting list
First place when, respectively to the first WebRTC mark and the 2nd WebRTC mark initiate call request；When receiving respectively
To the first WebRTC marks and when characterizing the confirmation message for agreeing to call request of the 2nd WebRTC marks, institute is established
State the communication connection between the first WebRTC marks and the 2nd WebRTC marks.
9. server according to claim 7, which is characterized in that the generation unit, for being based on described second
Position of the WebRTC marks in the waiting list generates the first prompt message；Wherein, first prompt message is used to carry
The first WebRTC marks are initiated except call request to the 2nd WebRTC marks after showing the time of estimated waiting；With/
Or, it is additionally operable to characterize the information of mark quantity that the marks of the 2nd WebRTC described in the waiting list wait for before.
10. server according to claim 8, which is characterized in that the queued units, be additionally operable to the communication unit to
After the 2nd WebRTC marks initiation call request, receive letter of the characterization in communication state that the 2nd WebRTC is identified
During breath, WebRTC marks are added in into the waiting list again.
11. server according to claim 7, which is characterized in that the communication unit is additionally operable to when the query unit
It is in the setting information that state and the first WebRTC are identified in communication to determine that the first WebRTC identifies corresponding communication state
Including the first WebRTC identify it is corresponding, for call forwarding other WebRTC mark when, to other described WebRTC
Mark initiates call request；When the characterization for receiving other WebRTC marks agrees to the confirmation message of call request, build
Communication between the vertical 2nd WebRTC marks and other described WebRTC marks connects.
12. server according to claim 7, which is characterized in that the generation unit is additionally operable to when the query unit
Determine that the first WebRTC identifies corresponding communication state and is state in communication, wrapped in the setting information of the first WebRTC marks
Include black list information and when the 2nd WebRTC mark is in the black list information, generation characterization refusal call request
Prompt message；
The communication unit is additionally operable to send the prompt message of the characterization refusal call request and marks to the 2nd WebRTC
Know.
13. a kind of call queuing dissemination system, which is characterized in that the system comprises：Call queuing Distributor, WebRTC
Gateway device, equipment of the core network and client；The client includes the first client and the second client；Wherein,
Second client is identified for passing through the 2nd WebRTC to the first client transmission belonging to the first WebRTC marks
Call request；
The WebRTC gateway devices, for receiving the call request that the equipment of the core network is sent, by the calling
Request is sent to the call queuing Distributor；
The call queuing Distributor is corresponding logical for being based on the call request inquiry the first WebRTC marks
News state；When state during the first WebRTC identifies corresponding communication state as communication, marked based on the first WebRTC
The setting information of knowledge, which identifies the 2nd WebRTC, adds in the first prompt message of waiting list and generation, to described
WebRTC gateway devices send first prompt message, to be incited somebody to action by the WebRTC gateway devices and the equipment of the core network
First prompt message is sent to second client；Wherein, first prompt message is meeting condition for prompting
The first WebRTC of Shi Suoshu marks are initiated call request and are identified to the 2nd WebRTC.
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| CN201611245840.XA CN108259433B (en) | 2016-12-29 | 2016-12-29 | Call queuing distribution method, system and server |
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| CN108259433B (en) | 2021-08-06 |
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