WO2009067932A1 - Internet protocol call center and method for realizing a call business - Google Patents

Internet protocol call center and method for realizing a call business Download PDF

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Publication number
WO2009067932A1
WO2009067932A1 PCT/CN2008/073049 CN2008073049W WO2009067932A1 WO 2009067932 A1 WO2009067932 A1 WO 2009067932A1 CN 2008073049 W CN2008073049 W CN 2008073049W WO 2009067932 A1 WO2009067932 A1 WO 2009067932A1
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WO
WIPO (PCT)
Prior art keywords
call
access request
agent terminal
media server
soft
Prior art date
Application number
PCT/CN2008/073049
Other languages
French (fr)
Chinese (zh)
Inventor
Yu Su
Jie Chen
Original Assignee
Huawei Technologies Co., Ltd.
China Telecom Corporation Limited Shanghai Branch
China Telecom Shanghai Ideal Information Industry (Group) Co., Ltd
Channelsoft (Beijing) Technology Co., Ltd.
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Publication date
Application filed by Huawei Technologies Co., Ltd., China Telecom Corporation Limited Shanghai Branch, China Telecom Shanghai Ideal Information Industry (Group) Co., Ltd, Channelsoft (Beijing) Technology Co., Ltd. filed Critical Huawei Technologies Co., Ltd.
Publication of WO2009067932A1 publication Critical patent/WO2009067932A1/en

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Classifications

    • 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

Definitions

  • the present invention relates to communication technologies, and in particular, to an internet protocol call center and a call service implementation method. Background technique
  • the Call Center also known as the Customer Service Center, is a telephone service center that provides services to customers.
  • PBX-based call center commonly referred to as a traditional or conventional call center, which has not yet been introduced to the Internet.
  • Such call centers are generally more expensive, and the customer objects are telecommunications and medium and large enterprises.
  • CTI Computer Telephony Integration
  • the call center can not only realize manual and automatic services, but also allow users' voice and text to be carried out between any customer service personnel. Transferring each other improves the quality of service of the system.
  • This call center is characterized by its small size and low price, but it is not suitable for larger applications.
  • Another call center is created with the widespread use of the Internet, called the Internet-based call center. However, most manufacturers still use the call request from the Internet to convert to a normal telephone request and then return to the original call system.
  • Embodiments of the present invention provide an Internet Protocol call center and a call service implementation method for implementing an IP call center and a call service.
  • a call center based on an internet protocol comprising: at least one soft queue machine, at least one computer and telephone integration platform, at least one interactive voice response/media server, at least one agent terminal, and at least one service control application server, wherein: The computer and the telephone integration platform respectively connect the soft queuing machine, the interactive voice response/media server and the agent terminal through the interface, and the soft queuing machine respectively connects the interactive voice response/media server and the agent terminal through the interface;
  • the soft queuing machine is configured to receive a real-time service access request from an internet protocol network, and submit the real-time service access request to the computer and the telephony integration platform;
  • the computer and telephony integration platform is configured to schedule the soft queuing machine, the interactive voice response/media server, and the agent terminal to implement the real-time service according to the real-time service access request submitted by the soft queuing machine; and submit the real-time service according to the Internet integrated service access gateway.
  • Non-real-time service access request scheduling the agent terminal to implement non-real-time service;
  • the service control application server is used to provide service control for the interactive voice response/media server and the agent terminal.
  • a method for implementing a call service of an internet protocol call center comprising:
  • the soft queuing machine submits the received call access request to the computer and telephony integration platform - the computer and telephony integration platform instructs the soft queuing machine to route the call access request to the interactive voice response/media server, and prompts the interactive voice Answer/media server call arrives;
  • the soft queue machine initiates a call to the interactive voice response/media server;
  • the interactive voice response/media server answers the call initiated by the soft queue; the interactive voice response/media server and the user terminal establish a call channel through the soft queue.
  • the IP call center provided by the embodiment of the present invention adopts a fully distributed structure, and can realize a multi-point, virtual unified customer service center.
  • the agent does not have to be stuck in the geographical location, and can provide the customer through the client access call center anytime and anywhere.
  • the service realizes the true mobile office and conforms to the NGN (Next Generation Network) control and bearer separation architecture, so it is easy to transition and upgrade to NGN.
  • NGN Next Generation Network
  • Each component in the IP call center system provided by the embodiment of the present invention is independent of each other, and communication between components can use any international standard communication protocol, so any component in the system can be upgraded separately, and It can communicate with other companies that comply with international standards and has very good scalability.
  • the IP call center Compared with the traditional call center, the IP call center provided by the embodiment of the present invention utilizes VoIP technology because call connection and media data transmission are all implemented based on IP, so the data is completely processed in the whole system, and thus many functions. It can be implemented by software, which saves a lot of hardware investment, and the system processing flow is further optimized.
  • the IP call center provided by the embodiment of the invention supports access of a plurality of mobile platforms, such as a PDA (Personal Digital Assistant), a mobile phone, a notebook computer, etc., and the networked management mode makes the remote management become a reality, as long as it is connected.
  • the Internet can support and manage call center services.
  • FIG. 1 is a schematic structural diagram of an IP call center system according to an embodiment of the present invention
  • FIG. 2 is a schematic flowchart of a method for implementing a video call service according to an embodiment of the present invention. detailed description
  • an embodiment of the present invention provides an IP call center, which mainly includes: Software Automatic Call Distribution (hereinafter referred to as SoftACD) 101, Computer Telephony Integration (CTI) platform 102, IP-Interactive Voice Response (hereinafter referred to as IVR) / Media Server (Media Server, hereinafter referred to as MS) 103.
  • Agent terminal agent, ie, client agent
  • AS Service Control Application Server
  • CTI platform 102 is connected to SoftACD 101 through an interface.
  • the IP-IVR/MS 103 and the agent terminal 104, the SoftACD 101 are respectively connected to the IP-IVR/MS 103 and the agent terminal 104 through an interface;
  • the SoftACD 101 is configured to receive real-time service access requests from the Internet Protocol IP network, and submit real-time service access requests to the CTI platform 102, thereby realizing access to real-time services such as voice and fax.
  • the SoftACD 101 respectively connects the switching devices of the communication networks through the IP network, and the switching device is configured to forward the real-time service access request to the SoftACD 101 through the IP network when the user terminal calls the IP call center.
  • the foregoing communication network includes a fixed communication network and a mobile communication network, a fixed telephone network such as a PSTN (Public Switch Telephone Network), and a mobile communication network such as: WCDMA (Wide-band Code Division Multiple Access) Address access system), CDMA2000 (Code Division Multiple Access), NGN, and video teleconferencing systems.
  • WCDMA Wide-band Code Division Multiple Access
  • CDMA2000 Code Division Multiple Access
  • NGN Video teleconferencing systems
  • the SoftACD 101 is located at the access layer of the entire IP call center system, and provides access control and media resource functions for real-time service access calls such as voice or fax initiated by fixed network and mobile network users.
  • the SoftACD 101 shields the complexity of the underlying network, abstracts incoming calls from the fixed and mobile networks into a unified call model, and calls through a unified CSTA (Computer Supported Telecommunications Application) interface.
  • the event is submitted to the CTI platform 102 to enable unified access to the IP call center through multiple communication networks.
  • the CTI platform 102 is used for unified queuing and routing of all call events, and for IP All resources in the call center system are uniformly scheduled and managed. Specifically include:
  • the real-time service access request submitted by the SoftACD 101, the SoftACD 101, the IP-IVR/MS 103, and the agent terminal 104 are real-time services; and submitted according to the Integrated Service Access Gateway (IS AG) 106.
  • the non-real time service access request scheduling agent terminal 104 implements non-real time service.
  • the ISAG 106 is configured to forward a non-real-time service access request, such as a mail or a short message sent by the user through the Internet, to the CTI platform 102.
  • the CTI platform 102 integrates a mail processing system and a short message processing system, and the dispatch agent is connected through the agent terminal 104. Go to the CTI platform 102 to handle related services.
  • the CTI platform 102 is at the core of the IP call center system architecture, and is responsible for unified queuing and routing of various access requests (including voice, email, fax FAX, short message, web page, etc.), for agents and Resources such as IP-IVR/MS 103 are centrally scheduled and managed.
  • the CTB (Interface B) interface between the CTI platform 102 and the IP-IVR/MS 103 primarily completes the connection between the CTI platform 102 and the IP-IVR/MS 103 and the call related data in the IP-IVR/MS 103 and CTI. The passing between.
  • the CTA (interface A) interface between the CTI platform 102 and the agent terminal 104 mainly completes the request function of the agent check-in, check-out, and busy, and the service prompt function such as the arrival of the call.
  • the IP-IVR/MS 103 is used for self-service processing, and can provide video, TTS (Text To Speech), voice recognition, fax and other media resources for users requesting real-time services under the scheduling of the CTI platform 102. ability;
  • the IP-IVR/MS 103 is a self-service operation environment of the IP call center system, and provides self-service voice functions of the IP call center and the customer, and realizes flexible jump of the menu according to user operations.
  • the agent terminal 104 is provided as a client of the manual agent, and is disposed on the terminal of the manual agent.
  • the agent terminal 104 can provide the access function of the manual agent processing service under the scheduling of the CTI platform 102.
  • the agent terminal 104 provides a human-computer interaction interface for the artificial seat.
  • the service support layer of the entire IP call center can accept user access requests in different ways, such as: telephone, SMS, fax, EMAIL, WEB, etc.
  • the agent terminal 104 needs to have basic functions such as manual agent check-in, call forwarding, transfer, and softphone functions. And complete the entry of customer information and information release, query transfer and other services.
  • the AS 105 is used to provide all the business logic in the IP call center system for the IP-IVR/MS 103, agent terminal 104.
  • AS 105 is located in the service application layer in the IP call center, and mainly provides service control functions, service data functions, and application execution environment functions. Various service control functions are provided for the IP-IVR/MS 103 and the agent terminal 104. AS 105 provides a unified service service interface that shields the complexity of different clients and enables unified services for multiple client-related services.
  • the CTC (Interface C) interface between the AS 105 and the agent terminal 104 mainly performs the exchange function of the service data (including the information to be queried, and the submitted form, etc.) between the agent terminal 104 and the AS 105;
  • the CTD (Interface D) interface between the AS 105 and the IP-IVR/MS 103 mainly completes the service data between the IP-IVR/MS 103 and the AS 105 (including the information to be queried, and the submitted form, etc.). .
  • SoftACD 101, CTI platform 102, IP-IVR/MS 103, agent terminal 104 or AS 105 can be hierarchically set to multiple according to system capacity and quality of service requirements.
  • the service control process of the IP call center includes the following steps:
  • Step S201 The SoftACD 101 receives an invite INVITE message of the user terminal, where the INVITE message is a call access request of the user.
  • the INVITE message carries the SDP (Session Description Protocol) information of the user terminal. If it is a video call access request, the SDP The information includes description information for establishing a video media channel by the user terminal.
  • SDP Session Description Protocol
  • Step S202 the SoftACD 101 may return a response to the user terminal, for example, a 100 trying message, that is, a temporary response in a SIP (Session Initiated Protocol).
  • a SIP Session Initiated Protocol
  • the SoftACD 101 may also return to the user terminal without any response, and proceeds directly to the next step S203.
  • Step S203 The SoftACD 101 submits a call event to the CTI platform 102, sends a Call Delivered message, prompts the CTI platform 102 to arrive, and identifies the call as a video call in the Call Delivered message.
  • the SoftACD 101 submits the received call access request to the CTI platform 102.
  • Step S204 the SoftACD 101 sends a Route Request message request route to the CTI platform 102.
  • Step S205 After the CTI platform 102 selects a route according to the routing policy, it sends a Route Select message to the SoftACD 101, instructing the SoftACD 101 to route the call access request to the IP-IVR/MS 103.
  • Step S206 the CTI platform 102 sends a call arrival Call Delivered message to the IP-IVR/MS 103, prompting the IP-IVR/MS 103 to reach the call.
  • Step S207 After receiving the call arrival message of the CTI platform 102, the IP-IVR/MS 103 returns an ACK message to the CTI platform 102 for confirmation.
  • Step S208 After receiving the Route Select message of the CTI platform 102, the SoftACD 101 returns a Route End message to the CTI platform 102.
  • the CTI platform 102 may first perform step S206 and step S207 with the IP-IVR/MS 103, and then interact with the SoftACD 101 to perform step S205 and step S208.
  • Step S209 the SoftACD 101 according to the route selected by the CTI platform 102,
  • the IP-IVR/MS 103 initiates a call initial request, for example, sending an initial request INVITE message specified by the SIP protocol to the IP-IVR/MS 103, where the INVITE message carries the SDP information of the user terminal.
  • SoftACD 101 initiates a call to IP-IVR/MS 103.
  • Step S210 after the IP-IVR/MS 103 receives the INVITE message of the SoftACD 101, The called ringing response is returned to SoftACD 101, such as the 180 alerting message specified by the SIP protocol.
  • Step S211 After receiving the 180 alerting message of the IP-IVR/MS 103, the SoftACD 101 sends a 180 alerting message to the calling user terminal.
  • Step S212 the IP-IVR/MS 103 answers the called ringing response of the SoftACD 101, and sends a called response response to the SoftACD 101, for example, a 200 ok message specified by the SIP protocol, and the 200 ok message carries the media including the IP-IVR/MS 103.
  • SDP information for resource description information.
  • Step S213 After receiving the response from the IP-IVR/MS 103, the SoftACD 101 sends a 200 ok message to the user terminal, and the 200 ok message carries the SDP information including the IP-IVR/MS 103 media resource description information.
  • the media resource description information includes information such as a media type, a port number of the received media, or a transmission protocol used.
  • Step S214 After receiving the 200 ok message, the user terminal returns a session establishment confirmation message to the SoftACD 101, for example: an ACK confirmation message.
  • step S215 the SoftACD 101 returns an ACK confirmation message to the IP-IVR/MS 103.
  • a call channel is established between the user terminal and the IP-IVR/MS 103 via SoftACD 101, and the user enters a phase of interaction with the IP-IVR/MS 103 process.
  • the call channel can be specifically a video media channel.
  • the call access request may be specifically a video call access request, where the video call access request includes the session description protocol information of the video terminal established by the user terminal.
  • the above call access request may also be specifically an audio call access request.
  • Step S216 the IP-IVR/MS 103 plays the welcome multimedia information to the user terminal through the call channel, and the multimedia information includes voice and video.
  • the SoftACD 101 sends a BYE message to announce the release of the call, and the SoftACD 101 sends a BYE message to the IP-IVR/MS 103 to notify the release of the call, and simultaneously reports a Connection Cleared event to the CTI platform 102 to notify the CTI platform 102 that the call is released.
  • Step S217 in the process of the user listening to the IP-IVR/MS 103 playing the voice and video through the media channel, the button selects the new information.
  • Step S219 the user presses the button to switch to the manual service.
  • Step S220 The IP-IVR/MS 103 detects the button of the user to switch to the manual service, stops playing the current multimedia information, and initiates a request for the user to the manual service to the CTI platform 102.
  • Step S221 the IP-IVR/MS 103 simultaneously starts to play the queued multimedia information to the user, including voice and video.
  • the IP-IVR/MS 103 is required to perform queuing timeout control, for example, prompting the user or notifying the CTI platform 102 to release the call after the set time.
  • Step S222 the CTI platform 102 sends an ACK message to the IP-IVR/MS 103 to confirm receipt of the transfer manual service request.
  • the CTI platform 102 does nothing, and the user remains on the IP-IVR/MS 103 to receive the queued multimedia information.
  • Step S223 the CTI platform 102 determines whether there is an agent idle.
  • Step S224 After the agent is idle, the CTI platform 102 sends a transfer call DivertCall request to the SoftACD 101, instructing the SoftACD 101 to transfer the call to the agent terminal 104.
  • Step S225 After receiving the DivertCall operation request, the SoftACD 101 reports the call forwarding CallDiverted event to the CTI platform 102.
  • Step S227 after the IP-IVR/MS 103 returns 200 ok, the call release between the SoftACD 101 and the IP-IVR/MS 103 is completed.
  • Step S228, the SoftACD 101 sends an INVITE message to the agent terminal 104 allocated to the CTI platform 102, and carries the SDP information of the calling user terminal.
  • the SoftACD 101 releases the call between the IP-IVR/MS 103 and initiates a call access request to the agent terminal 104, and carries the session description protocol information of the media channel established by the user terminal in the call access request.
  • step S229 the agent terminal 104 can send a 100 trying message to the SoftACD 101.
  • step S230 the agent terminal 104 sends a 180 alerting message to the SoftACD 101.
  • the agent terminal 104 responds to the call access request of the SoftACD 101 and transmits the media resource description information of the agent terminal 104 to the SoftACD 101.
  • Step S231 the SoftACD 101 sends a Call Delivered message to the CTI platform 102, indicating that the call has arrived at the agent terminal 104.
  • Step S232 the CTI platform 102 sends a response request On Answer Request message to the agent terminal 104, prompting the agent terminal 104 to arrive.
  • Step S233 After the agent terminal 104 confirms, the answer message is sent to the CTI platform 102 to confirm the call.
  • Step S234 The manual agent answers the call, and the agent terminal 104 sends a 200 ok message to the SoftACD 101, and carries the SDP information of the agent terminal 104.
  • step S235 the SoftACD 101 returns an ACK message to the agent terminal 104, and the call is turned on.
  • Step S236 the SoftACD 101 establishes an Established event to the CTI platform 102, prompting the call to be established.
  • Step S237 The CTI platform 102 sends a response success On Answer Success message to the agent terminal 104, and the prompt is turned on.
  • Step S238 The SoftACD 101 sends a session modification Re Invite message to the user terminal to perform media stream redirection, where the SDP information of the agent terminal 104 is carried.
  • Step S239 the user terminal returns a 200 ok message.
  • Step S240 the SoftACD 101 returns an ACK message to the user terminal.
  • Step S241 the media stream between the user terminal and the agent terminal 104 is connected, and the user and the agent terminal 104 make a call.
  • a media channel is established between the user terminal and the agent terminal 104 through the SoftACD 101.
  • the user and the agent terminal 104 make a call through the established media channel.
  • the user terminal sends a BYE message to the SoftACD 101 to announce the release of the call, and the SoftACD 101 correspondingly sends a BYE message to the agent terminal 104 to announce the release of the call, and simultaneously sends a Connection Cleared event to the CTI platform 102. Notifying the CTI platform 102 of the call release;
  • the SDP information in the INVITE message does not carry the description information of the video media channel, or the INVITE message does not carry the SDP information (after negotiation), it is considered to be an audio call, and the video media channel is not required to be established in the audio call process.
  • the IP call center provided by the embodiment of the present invention has the following beneficial effects:
  • the IP call center system provided by the embodiment of the present invention adopts a fully distributed structure, and can realize a multi-point, virtual unified customer service center.
  • the agent does not have to be stuck in the geographical location, and can access the call center through the client at any time and anywhere. Providing services and realizing mobile office in the true sense;
  • the agent of the IP call center provided by the embodiment of the present invention can access the call center through the client at any location, and conforms to the architecture of separation of the NGN control and the bearer, so that the transition and upgrade to the NGN can be easily performed;
  • Each component in the IP call center system provided by the embodiment of the present invention is independent of each other, and communication between components can use any international standard communication protocol, for example: SIP, H.323, Media Gateway Control Protocol MGCP ( Media Gateway Control Protocol), Real-time Transport Protocol (RTP), etc.
  • the compression format for video and voice media can also use the internationally accepted H263, H.264, G.729, G.711, G.723.1 and Moving Picture Experts Group to develop the MPEG4 standard. . Therefore, any component in the system can be upgraded separately and can communicate with other companies that comply with international standards, which is very scalable;
  • the IP call center Compared with the traditional call center, the IP call center provided by the embodiment of the present invention utilizes VoIP technology because call connection and media data transfer are all implemented based on IP, so the entire system processes data, including media. Number of data and signaling According to this, many functions can be realized by software, which saves a lot of hardware investment, and the system processing flow is further optimized;
  • the IP call center provided by the embodiment of the present invention can implement IP-IVR by using IP technologies including a transmission control protocol and a network protocol, such as TCP (Transmission Control Protocol)/IP, Domain Name System (DNS), and routing.
  • IP-IVR/MS 103 features.
  • the IP-IVR/MS 103 provides an open, scalable and feature-rich media service function, with access control through standard protocols, and with the user's autonomous interaction, the IP-IVR/MS 103 enables automation of telephony processing. This significantly reduces the costly T1 equipment required to deploy traditional IVR/MS or dedicated branch switch integration.
  • IP-IVR/MS 103 also fully supports VoiceXML (Voice Extensible Markup Language), which can quickly complete the application function construction, and can flexibly expand new services without requiring users to learn complex high-level languages. IP-IVR/MS 103
  • VoiceXML Voice Extensible Markup Language
  • IP-IVR/MS 103 maintains the database, automatically updates the voice prompt according to the contents of the database, only requires network access, does not require a digital signal processor.
  • IP-IVR/MS 103 also provides web-based activation and management capabilities.
  • the visual customization makes the deployment of the IP-IVR/MS 103 exceptionally simple and easy;
  • the IP call center provided by the embodiment of the invention supports access of a plurality of mobile platforms, such as a PDA, a mobile phone, a notebook computer, etc., and the networked management mode makes the remote management become a reality, and the IP call center service can be realized as long as the Internet is connected. Support and management.
  • the type does not depart from the spirit and scope of the invention. Thus, it is intended that the present invention cover the modifications and the modifications

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Abstract

An internet protocol call center and a method for realizing a call business, the call center based on the internet protocol has at least one software automatic call distribution (101), at least one computer telephony integration platform (102), at least one interaction voice response/media server (103), at least one agent (104) and at least one business control application server (105). The computer telephony integration platform (102) is respectively connected with the software automatic call distribution (101), the interaction voice response/media server (103) and the agent (104) through the interfaces. The software automatic call distribution (101) is respectively connected with the interaction voice response/media server (103) and the agent (104) through the interfaces. The call center that based on the internet protocol and the call business are provided by the embodiment of the invention.

Description

一种互联网协议呼叫中心和呼叫业务实现方法 本申请要求于 2007年 11 月 13 日提交中国专利局， 申请号为 200710187815.5 ,发明名称为 "一种 IP呼叫中心和视频呼叫业务实现 方法"的中国专利申请的优先权， 其全部内容通过引用结合在本申请 中。 技术领域  The invention claims to be submitted to the Chinese Patent Office on November 13, 2007, the application number is 200710187815.5, and the invention title is "an IP call center and a video call service implementation method" Chinese patent Priority of the application, the entire contents of which are incorporated herein by reference. Technical field
本发明涉及通信技术，特别涉及一种互联网协议呼叫中心和呼叫 业务实现方法。 背景技术  The present invention relates to communication technologies, and in particular, to an internet protocol call center and a call service implementation method. Background technique
呼叫中心 （Call Center )也称客户服务中心， 是企业为客户提供 服务的电话服务中心。 在呼叫中心的发展历程中， 最早出现的一种呼 叫中心是基于 PBX的呼叫中心，通常称为传统型或常规型呼叫中心， 它尚未引入互联网 （ Internet )。 这类呼叫中心一般成本较高， 客户对 象为电信及大中型企业。 随着计算机和电信技术的发展， 开始引入计 算机电话集成 CTI ( Computer Telephony Integration )技术， 此时的呼 叫中心不仅可以实现人工和自动服务， 也可以让用户的语音、 文字在 任意客服人员之间进行互相转接， 提高了***的服务质量。 这种呼叫 中心的特点是规模小， 价格便宜， 但不适合于较大的应用场合。 另一 种呼叫中心是随着互联网的广泛应用产生的，称为基于互联网的呼叫 中心。但大多数厂家仍然是将来自互联网的呼叫请求通过一个电话网 关， 转换成普通的电话请求， 再接回到原有的呼叫***中。  The Call Center, also known as the Customer Service Center, is a telephone service center that provides services to customers. In the development of the call center, one of the earliest call centers is a PBX-based call center, commonly referred to as a traditional or conventional call center, which has not yet been introduced to the Internet. Such call centers are generally more expensive, and the customer objects are telecommunications and medium and large enterprises. With the development of computer and telecommunication technology, CTI (Computer Telephony Integration) technology has been introduced. At this time, the call center can not only realize manual and automatic services, but also allow users' voice and text to be carried out between any customer service personnel. Transferring each other improves the quality of service of the system. This call center is characterized by its small size and low price, but it is not suitable for larger applications. Another call center is created with the widespread use of the Internet, called the Internet-based call center. However, most manufacturers still use the call request from the Internet to convert to a normal telephone request and then return to the original call system.
经过多年来的发展，呼叫中心已经从一个简单的热线电话模式发 展为多业务融合的***。 在服务方式、服务内容等方面都发生了巨大 的变化， 而基于以语音板卡或语音交换机作为接入手段的呼叫中心， 其开放性标准、运营成本及在***扩展、 异地接入等方面都存在着不 如人意的地方， 无法充分满足客户综合业务日益变化的需求。 互联网的崛起， 以及数据、话音和视频传输网络三网合一技术的 发展， 给呼叫中心的应用带来了新的空间。 尤其体现在呼入呼出功能 实现上， 由原来只能通过电话一种方式，发展到通过电话、网络电话、 电子邮件（Email )、 传真、 留言等多种方式， 由此呼叫中心也可以演 变成联系中心 （ Contact Center )。 发明内容 After years of development, call centers have evolved from a simple hotline model to a multi-service convergence system. Great changes have taken place in terms of service methods and service content, and call centers based on voice cards or voice switches are open standards, operating costs, and in terms of system expansion and remote access. There are unsatisfactory places that cannot fully meet the ever-changing needs of customers' integrated services. The rise of the Internet and the development of triple play technology for data, voice and video transmission networks have brought new space to call center applications. Especially in the realization of the inbound and outbound functions, it can only be developed by telephone, by telephone, VoIP, email, fax, message, etc., so that the call center can also evolve into Contact Center. Summary of the invention
本发明实施例提供一种互联网协议呼叫中心和呼叫业务实现方 法， 用以实现 IP呼叫中心以及呼叫业务。  Embodiments of the present invention provide an Internet Protocol call center and a call service implementation method for implementing an IP call center and a call service.
一种基于互联网协议实现的呼叫中心，包括：至少一个软排队机、 至少一个计算机与电话集成平台、 至少一个交互语音应答 /媒体服务 器、 至少一个坐席终端和至少一个业务控制应用服务器， 其中： 该计 算机与电话集成平台分别通过接口连接软排队机、 交互语音应答 /媒 体服务器和坐席终端， 该软排队机分别通过接口连接交互语音应答 / 媒体服务器和坐席终端；  A call center based on an internet protocol, comprising: at least one soft queue machine, at least one computer and telephone integration platform, at least one interactive voice response/media server, at least one agent terminal, and at least one service control application server, wherein: The computer and the telephone integration platform respectively connect the soft queuing machine, the interactive voice response/media server and the agent terminal through the interface, and the soft queuing machine respectively connects the interactive voice response/media server and the agent terminal through the interface;
该软排队机用于从互联网协议网络接收实时业务接入请求，并将 该实时业务接入请求提交给该计算机与电话集成平台；  The soft queuing machine is configured to receive a real-time service access request from an internet protocol network, and submit the real-time service access request to the computer and the telephony integration platform;
该计算机与电话集成平台用于根据软排队机提交的实时业务接 入请求， 调度该软排队机、 交互语音应答 /媒体服务器和坐席终端实 现该实时业务；并根据互联网综合业务接入网关提交的非实时业务接 入请求调度该坐席终端实现非实时业务；  The computer and telephony integration platform is configured to schedule the soft queuing machine, the interactive voice response/media server, and the agent terminal to implement the real-time service according to the real-time service access request submitted by the soft queuing machine; and submit the real-time service according to the Internet integrated service access gateway. Non-real-time service access request scheduling the agent terminal to implement non-real-time service;
该业务控制应用服务器用于为交互语音应答 /媒体服务器和坐席 终端提供业务控制。  The service control application server is used to provide service control for the interactive voice response/media server and the agent terminal.
一种互联网协议呼叫中心的呼叫业务实现方法， 包括：  A method for implementing a call service of an internet protocol call center, comprising:
软排队机将接收的呼叫接入请求提交给计算机与电话集成平 台 - 该计算机与电话集成平台指示该软排队机将该呼叫接入请求路 由到交互语音应答 /媒体服务器上， 并提示该交互语音应答 /媒体服务 器呼叫到达； 该软排队机向该交互语音应答 /媒体服务器发起呼叫； The soft queuing machine submits the received call access request to the computer and telephony integration platform - the computer and telephony integration platform instructs the soft queuing machine to route the call access request to the interactive voice response/media server, and prompts the interactive voice Answer/media server call arrives; The soft queue machine initiates a call to the interactive voice response/media server;
该交互语音应答 /媒体服务器应答该软排队机发起的呼叫； 该交互语音应答 /媒体服务器和用户终端之间通过该软排队机建 立呼叫通道。  The interactive voice response/media server answers the call initiated by the soft queue; the interactive voice response/media server and the user terminal establish a call channel through the soft queue.
本发明实施例提供的 IP呼叫中心釆用全分布式结构， 可以实现 多点的、 虚拟统一的客户服务中心， 坐席人员不必拘泥于地理位置， 随时随地可以通过客户端接入呼叫中心为客户提供服务，实现了真正 意义上的移动办公， 符合 NGN ( Next Generation Network , 下一代网 络）控制与承载分离的体系结构， 因此容易向 NGN进行过渡和升级。  The IP call center provided by the embodiment of the present invention adopts a fully distributed structure, and can realize a multi-point, virtual unified customer service center. The agent does not have to be stuck in the geographical location, and can provide the customer through the client access call center anytime and anywhere. The service realizes the true mobile office and conforms to the NGN (Next Generation Network) control and bearer separation architecture, so it is easy to transition and upgrade to NGN.
本发明实施例提供的 IP呼叫中心***中的每一个组件都是相互 独立的， 组件之间的通讯可以釆用任何国际标准的通讯协议， 因此系 统中的任何一个部件都可以单独进行升级，并且可以与其它公司符合 国际标准的设备进行通信， 具有非常好的扩展性。  Each component in the IP call center system provided by the embodiment of the present invention is independent of each other, and communication between components can use any international standard communication protocol, so any component in the system can be upgraded separately, and It can communicate with other companies that comply with international standards and has very good scalability.
本发明实施例提供的 IP呼叫中心相对于传统的呼叫中心而言， 由于呼叫接续和媒体数据传递都基于 IP实现，充分利用了 VoIP技术， 因此在整个***中处理的完全是数据，这样很多功能便可以通过软件 来实现， 省去了大量的硬件投资， 同时***处理流程也得到了进一步 优化。  Compared with the traditional call center, the IP call center provided by the embodiment of the present invention utilizes VoIP technology because call connection and media data transmission are all implemented based on IP, so the data is completely processed in the whole system, and thus many functions. It can be implemented by software, which saves a lot of hardware investment, and the system processing flow is further optimized.
发明实施例提供的 IP呼叫中心支持多种移动平台的接入， 例如 PDA ( Personal Digital Assistant, 个人数码助理）、 手机、 笔记本电脑 等， 网络化的管理模式使得异地管理变为现实， 只要连入互联网， 便 可实现呼叫中心服务的支持和管理。 附图说明  The IP call center provided by the embodiment of the invention supports access of a plurality of mobile platforms, such as a PDA (Personal Digital Assistant), a mobile phone, a notebook computer, etc., and the networked management mode makes the remote management become a reality, as long as it is connected. The Internet can support and manage call center services. DRAWINGS
图 1为本发明实施例提供的 IP呼叫中心***结构示意图； 图 2为本发明实施例提供的视频呼叫业务实现方法流程示意图。 具体实施方式  FIG. 1 is a schematic structural diagram of an IP call center system according to an embodiment of the present invention; FIG. 2 is a schematic flowchart of a method for implementing a video call service according to an embodiment of the present invention. detailed description
如图 1所示， 本发明实施例提供一种 IP呼叫中心， 主要包括： 软排队机 ( Software Automatic Call Distribution , 以下简称： SoftACD ) 101、 计算机电话集成 ( Computer Telephony Integration, 以下简称： CTI ) 平台 102、 IP-交互语音应答 ( Interaction Voice Response , 以下简称： IVR ) /媒体服务器（ Media Server, 以下简称： MS ) 103、 坐席终端（Agent, 即人工坐席的客户端） 104和业务控制 应用服务器（Application Server, 以下简称 AS ) 105 , 其中： CTI平 台 102分别通过接口连接 SoftACD 101、 IP-IVR/MS 103和坐席终端 104 , SoftACD 101 分别通过接口连接 IP-IVR/MS 103 和坐席终端 104; 其中： As shown in FIG. 1 , an embodiment of the present invention provides an IP call center, which mainly includes: Software Automatic Call Distribution (hereinafter referred to as SoftACD) 101, Computer Telephony Integration (CTI) platform 102, IP-Interactive Voice Response (hereinafter referred to as IVR) / Media Server (Media Server, hereinafter referred to as MS) 103. Agent terminal (agent, ie, client agent) 104 and Service Control Application Server (Application Server, hereinafter referred to as AS) 105, wherein: CTI platform 102 is connected to SoftACD 101 through an interface. The IP-IVR/MS 103 and the agent terminal 104, the SoftACD 101 are respectively connected to the IP-IVR/MS 103 and the agent terminal 104 through an interface;
该 SoftACD 101用于从互联网协议 IP网络接收实时业务接入请 求， 并将实时业务接入请求提交给 CTI平台 102, 从而实现语音、 传 真等实时业务的接入。  The SoftACD 101 is configured to receive real-time service access requests from the Internet Protocol IP network, and submit real-time service access requests to the CTI platform 102, thereby realizing access to real-time services such as voice and fax.
具体的， SoftACD 101通过 IP网络分别连接各通信网络的交换设 备， 交换设备用于在用户终端呼叫该 IP呼叫中心时， 通过 IP网络将 实时业务接入请求转发给 SoftACD 101。 其中， 前述通信网络包括固 定通信网络和移动通信网络， 固定电话网络例如 PSTN ( Public Switch Telephone Network ,公共交换电话网），移动通信网络例如： WCDMA ( Wide-band Code Division Multiple Access,宽带码分多址接入***）、 CDMA2000( Code Division Multiple Access,宽带码分多址接入***）、 NGN以及视频电话会议***等。 用户终端和 SoftACD 101交互的信 息统一通过用户终端接入的通信网络交换设备转发。  Specifically, the SoftACD 101 respectively connects the switching devices of the communication networks through the IP network, and the switching device is configured to forward the real-time service access request to the SoftACD 101 through the IP network when the user terminal calls the IP call center. The foregoing communication network includes a fixed communication network and a mobile communication network, a fixed telephone network such as a PSTN (Public Switch Telephone Network), and a mobile communication network such as: WCDMA (Wide-band Code Division Multiple Access) Address access system), CDMA2000 (Code Division Multiple Access), NGN, and video teleconferencing systems. The information exchanged between the user terminal and the SoftACD 101 is uniformly forwarded by the communication network switching device accessed by the user terminal.
可以看到， 该 SoftACD 101处于整个 IP呼叫中心***的接入层， 为固网和移动网用户发起的语音或传真等实时业务接入呼叫提供接 入控制和媒体资源功能。 该 SoftACD 101屏蔽了底层网络的复杂性， 将来自固网和移动网的接入呼叫抽象成统一的呼叫模型，并通过统一 CSTA ( Computer Supported Telecommunications Application, 计算 机支持的电信应用服务） Π接口将呼叫事件提交给 CTI平台 102, 实 现通过多种通信网络呼叫 IP呼叫中心的统一接入。  It can be seen that the SoftACD 101 is located at the access layer of the entire IP call center system, and provides access control and media resource functions for real-time service access calls such as voice or fax initiated by fixed network and mobile network users. The SoftACD 101 shields the complexity of the underlying network, abstracts incoming calls from the fixed and mobile networks into a unified call model, and calls through a unified CSTA (Computer Supported Telecommunications Application) interface. The event is submitted to the CTI platform 102 to enable unified access to the IP call center through multiple communication networks.
该 CTI平台 102用于所有呼叫事件的统一排队和路由， 并对 IP 呼叫中心***内所有资源进行统一调度和管理。 具体包括： 根据The CTI platform 102 is used for unified queuing and routing of all call events, and for IP All resources in the call center system are uniformly scheduled and managed. Specifically include:
SoftACD 101 提交的实时业务接入请求， 调度 SoftACD 101、 IP-IVR/MS 103和坐席终端 104实现实时业务； 并根据互联网综合业 务接入网关 （Integration Service Access Gateway, 以下简称： IS AG ) 106提交的非实时业务接入请求调度坐席终端 104实现非实时业务。 The real-time service access request submitted by the SoftACD 101, the SoftACD 101, the IP-IVR/MS 103, and the agent terminal 104 are real-time services; and submitted according to the Integrated Service Access Gateway (IS AG) 106. The non-real time service access request scheduling agent terminal 104 implements non-real time service.
具体的， 该 ISAG 106用于将用户通过互联网发送的邮件、 短信 等非实时业务接入请求转发到 CTI平台 102, CTI平台 102集成了 邮件处理***和短信处理***， 调度坐席通过坐席终端 104接入到 CTI平台 102处理相关业务。  Specifically, the ISAG 106 is configured to forward a non-real-time service access request, such as a mail or a short message sent by the user through the Internet, to the CTI platform 102. The CTI platform 102 integrates a mail processing system and a short message processing system, and the dispatch agent is connected through the agent terminal 104. Go to the CTI platform 102 to handle related services.
可以看到， CTI平台 102在 IP呼叫中心***架构中处于核心地 位， 负责对各种接入请求（包括语音、 Email、 传真 FAX、 短信、 网 页 Web等）进行统一的排队和路由， 对坐席及 IP-IVR/MS 103等资 源进行集中调度和管理。  It can be seen that the CTI platform 102 is at the core of the IP call center system architecture, and is responsible for unified queuing and routing of various access requests (including voice, email, fax FAX, short message, web page, etc.), for agents and Resources such as IP-IVR/MS 103 are centrally scheduled and managed.
CTI平台 102和 IP-IVR/MS 103之间的 CTB (接口 B )接口主要 完成呼叫在 CTI平台 102同 IP-IVR/MS 103之间的接续以及呼叫相 关数据在 IP-IVR/MS 103和 CTI之间的传递。  The CTB (Interface B) interface between the CTI platform 102 and the IP-IVR/MS 103 primarily completes the connection between the CTI platform 102 and the IP-IVR/MS 103 and the call related data in the IP-IVR/MS 103 and CTI. The passing between.
CTI平台 102和坐席终端 104之间的 CTA (接口 A )接口主要 完成坐席签入、签出、 示忙等请求功能以及呼叫到达等业务提示功能 等。  The CTA (interface A) interface between the CTI platform 102 and the agent terminal 104 mainly completes the request function of the agent check-in, check-out, and busy, and the service prompt function such as the arrival of the call.
该 IP-IVR/MS 103用于自助业务的处理， 可以在 CTI平台 102 的调度下为请求实时业务的用户提供视频、 TTS ( Text To Speech, 从 文本到语音）、 语音识别、 传真等媒体资源能力；  The IP-IVR/MS 103 is used for self-service processing, and can provide video, TTS (Text To Speech), voice recognition, fax and other media resources for users requesting real-time services under the scheduling of the CTI platform 102. ability;
可以看到， IP-IVR/MS 103是 IP呼叫中心***的自助业务运行环 境， 提供 IP呼叫中心与客户的自助语音功能， 根据用户操作实现菜 单的灵活跳转。  It can be seen that the IP-IVR/MS 103 is a self-service operation environment of the IP call center system, and provides self-service voice functions of the IP call center and the customer, and realizes flexible jump of the menu according to user operations.
坐席终端 104 作为人工坐席的客户端， 设置在人工坐席的终端 上， 坐席终端 104可以在 CTI平台 102的调度下提供人工坐席处理 业务的接入功能；  The agent terminal 104 is provided as a client of the manual agent, and is disposed on the terminal of the manual agent. The agent terminal 104 can provide the access function of the manual agent processing service under the scheduling of the CTI platform 102.
可以看到， 坐席终端 104为人工坐席提供了人机交互的界面，处 于整个 IP呼叫中心的业务支撑层， 能够以不同的方式受理用户的接 入请求， 如： 电话、 短信、 传真、 EMAIL、 WEB等。 It can be seen that the agent terminal 104 provides a human-computer interaction interface for the artificial seat. The service support layer of the entire IP call center can accept user access requests in different ways, such as: telephone, SMS, fax, EMAIL, WEB, etc.
坐席终端 104需具备人工坐席签入签出、呼叫转移、转接等基础 功能及软电话功能。 并完成对客户信息的录入以及信息发布、 查询转 接等服务。  The agent terminal 104 needs to have basic functions such as manual agent check-in, call forwarding, transfer, and softphone functions. And complete the entry of customer information and information release, query transfer and other services.
AS 105用于为 IP-IVR/MS 103、 坐席终端 104提供 IP呼叫中心 ***中的所有业务逻辑。  The AS 105 is used to provide all the business logic in the IP call center system for the IP-IVR/MS 103, agent terminal 104.
可以看到， AS 105位于 IP呼叫中心中的业务应用层， 主要提供 业务控制功能、 业务数据功能、 应用执行环境功能等。 为 IP-IVR/MS 103、 坐席终端 104提供各类业务控制功能。 AS 105提供了统一的业 务服务接口， 屏蔽了不同客户端的复杂性， 实现对多种客户端相关业 务的统一服务。  It can be seen that the AS 105 is located in the service application layer in the IP call center, and mainly provides service control functions, service data functions, and application execution environment functions. Various service control functions are provided for the IP-IVR/MS 103 and the agent terminal 104. AS 105 provides a unified service service interface that shields the complexity of different clients and enables unified services for multiple client-related services.
AS 105和坐席终端 104之间的 CTC (接口 C )接口主要完成坐 席终端 104和 AS 105之间的业务数据（包括要查询的信息， 以及提 交的表单等） 交换功能；  The CTC (Interface C) interface between the AS 105 and the agent terminal 104 mainly performs the exchange function of the service data (including the information to be queried, and the submitted form, etc.) between the agent terminal 104 and the AS 105;
AS 105和 IP-IVR/MS 103之间的 CTD (接口 D )接口， 主要完 成 IP-IVR/MS 103和 AS 105之间的业务数据 (包括要查询的信息， 以及提交的表单等） 交换功能。  The CTD (Interface D) interface between the AS 105 and the IP-IVR/MS 103 mainly completes the service data between the IP-IVR/MS 103 and the AS 105 (including the information to be queried, and the submitted form, etc.). .
图 1所示 IP呼叫***中，根据***容量和服务质量要求， SoftACD 101、 CTI平台 102、 IP-IVR/MS 103、 坐席终端 104或 AS 105都可 以分级设置为多个。  In the IP call system shown in Fig. 1, SoftACD 101, CTI platform 102, IP-IVR/MS 103, agent terminal 104 or AS 105 can be hierarchically set to multiple according to system capacity and quality of service requirements.
下面详细说明本发明实施例提供的 IP呼叫中心中视频呼叫业务 为例的控制流程。  The control flow of the video call service in the IP call center provided by the embodiment of the present invention is described in detail below.
如图 2所示， 当用户向本发明实施例提供的 IP呼叫中心发起视 频呼叫请求时， IP呼叫中心的服务控制流程包括如下步骤：  As shown in FIG. 2, when the user initiates a video call request to the IP call center provided by the embodiment of the present invention, the service control process of the IP call center includes the following steps:
步骤 S201 , SoftACD 101接收用户终端的邀请 INVITE消息， INVITE消息为用户的呼叫接入请求。  Step S201: The SoftACD 101 receives an invite INVITE message of the user terminal, where the INVITE message is a call access request of the user.
INVITE 消息中携带用户终端的 SDP ( Session Description Protocol, 会话描述协议）信息， 如果是视频呼叫接入请求， 则 SDP 信息中包括用户终端建立视频媒体通道的描述信息。 The INVITE message carries the SDP (Session Description Protocol) information of the user terminal. If it is a video call access request, the SDP The information includes description information for establishing a video media channel by the user terminal.
步骤 S202, SoftACD 101 可以向用户终端返回响应， 例如 100 trying消息， 即 SIP ( Session Initiated Protocol, 会话初始化协议 ) 中 的临时响应。  Step S202, the SoftACD 101 may return a response to the user terminal, for example, a 100 trying message, that is, a temporary response in a SIP (Session Initiated Protocol).
SoftACD 101也可以不向用户终端返回任何响应， 直接进行下一 步骤 S203。  The SoftACD 101 may also return to the user terminal without any response, and proceeds directly to the next step S203.
步骤 S203 , SoftACD 101向 CTI平台 102提交呼叫事件， 发送 呼叫到达 ( Call Delivered ) 消息， 向 CTI平台 102提示呼叫到达， 在 Call Delivered消息中标识该呼叫为视频呼叫。 SoftACD 101将接收 的呼叫接入请求提交给 CTI平台 102。  Step S203: The SoftACD 101 submits a call event to the CTI platform 102, sends a Call Delivered message, prompts the CTI platform 102 to arrive, and identifies the call as a video call in the Call Delivered message. The SoftACD 101 submits the received call access request to the CTI platform 102.
步骤 S204, SoftACD 101向 CTI平台 102发送路由请求（Route Request ) 消息请求路由。  Step S204, the SoftACD 101 sends a Route Request message request route to the CTI platform 102.
步骤 S205 , CTI平台 102根据路由策略选定路由后，向 SoftACD 101发送路由选择 ( Route Select )消息， 指示 SoftACD 101将呼叫接 入请求路由到 IP-IVR/MS 103。  Step S205: After the CTI platform 102 selects a route according to the routing policy, it sends a Route Select message to the SoftACD 101, instructing the SoftACD 101 to route the call access request to the IP-IVR/MS 103.
步骤 S206, CTI平台 102向 IP-IVR/MS 103发送呼叫到达 Call Delivered消息 , 向 IP-IVR/MS 103提示呼叫达到。  Step S206, the CTI platform 102 sends a call arrival Call Delivered message to the IP-IVR/MS 103, prompting the IP-IVR/MS 103 to reach the call.
步骤 S207 , IP-IVR/MS 103收到 CTI平台 102的呼叫到达消息 后， 向 CTI平台 102返回 ACK消息确认。  Step S207: After receiving the call arrival message of the CTI platform 102, the IP-IVR/MS 103 returns an ACK message to the CTI platform 102 for confirmation.
步骤 S208, SoftACD 101收到 CTI平台 102的 Route Select消息 后， 向 CTI平台 102返回路由结束（Route End ) 消息。  Step S208: After receiving the Route Select message of the CTI platform 102, the SoftACD 101 returns a Route End message to the CTI platform 102.
需要说明的是， CTI平台 102也可以先和 IP-IVR/MS 103之间进 行步骤 S206和步骤 S207,然后再和 SoftACD 101之间交互步骤 S205 和步骤 S208。  It should be noted that the CTI platform 102 may first perform step S206 and step S207 with the IP-IVR/MS 103, and then interact with the SoftACD 101 to perform step S205 and step S208.
步骤 S209, SoftACD 101 根据 CTI平台 102选定的路由， 向 Step S209, the SoftACD 101 according to the route selected by the CTI platform 102,
IP-IVR/MS 103发起呼叫初始请求， 例如发送 SIP协议规定的初始请 求 INVITE消息到 IP-IVR/MS 103 , INVITE消息中携带用户终端的 SDP信息。 SoftACD 101向 IP-IVR/MS 103发起呼叫。 The IP-IVR/MS 103 initiates a call initial request, for example, sending an initial request INVITE message specified by the SIP protocol to the IP-IVR/MS 103, where the INVITE message carries the SDP information of the user terminal. SoftACD 101 initiates a call to IP-IVR/MS 103.
步骤 S210, IP-IVR/MS 103收到 SoftACD 101的 INVITE消息后， 向 SoftACD 101返回被叫振铃响应，例如 SIP协议规定的 180 alerting 消息。 Step S210, after the IP-IVR/MS 103 receives the INVITE message of the SoftACD 101, The called ringing response is returned to SoftACD 101, such as the 180 alerting message specified by the SIP protocol.
步骤 S211 , SoftACD 101收到 IP-IVR/MS 103的 180 alerting消 息后， 给主叫用户终端发送 180 alerting消息。  Step S211: After receiving the 180 alerting message of the IP-IVR/MS 103, the SoftACD 101 sends a 180 alerting message to the calling user terminal.
步骤 S212, IP-IVR/MS 103应答 SoftACD 101的被叫振铃响应， 向 SoftACD 101发送被叫应答响应， 例如 SIP协议规定的 200 ok消 息， 200 ok消息中携带包括 IP-IVR/MS 103媒体资源描述信息的 SDP 信息。  Step S212, the IP-IVR/MS 103 answers the called ringing response of the SoftACD 101, and sends a called response response to the SoftACD 101, for example, a 200 ok message specified by the SIP protocol, and the 200 ok message carries the media including the IP-IVR/MS 103. SDP information for resource description information.
步骤 S213 , SoftACD 101收到 IP-IVR/MS 103的应答后， 给用户 终端发送 200 ok消息， 200 ok消息中携带了包括 IP-IVR/MS 103媒体 资源描述信息的 SDP信息。  Step S213: After receiving the response from the IP-IVR/MS 103, the SoftACD 101 sends a 200 ok message to the user terminal, and the 200 ok message carries the SDP information including the IP-IVR/MS 103 media resource description information.
其中， 媒体资源描述信息中包括媒体类型、接收媒体的端口号或 者使用的传输协议等信息。  The media resource description information includes information such as a media type, a port number of the received media, or a transmission protocol used.
步骤 S214, 用户终端收到 200 ok消息后， 给 SoftACD 101返回 会话建立确认消息， 例如： ACK确认消息。  Step S214: After receiving the 200 ok message, the user terminal returns a session establishment confirmation message to the SoftACD 101, for example: an ACK confirmation message.
步骤 S215 , SoftACD 101向 IP-IVR/MS 103返回 ACK确认消息。 此后用户终端和 IP-IVR/MS 103之间通过 SoftACD 101建立呼叫 通道， 用户进入与 IP-IVR/MS 103流程交互阶段。 该呼叫通道， 可以 具体为视频媒体通道。 上述呼叫接入请求， 可以具体为视频呼叫接入 请求， 该视频呼叫接入请求中， 包括所述用户终端建立视频媒体通道 的会话描述协议信息。 上述呼叫接入请求， 还可以具体为音频呼叫接 入请求。  In step S215, the SoftACD 101 returns an ACK confirmation message to the IP-IVR/MS 103. Thereafter, a call channel is established between the user terminal and the IP-IVR/MS 103 via SoftACD 101, and the user enters a phase of interaction with the IP-IVR/MS 103 process. The call channel can be specifically a video media channel. The call access request may be specifically a video call access request, where the video call access request includes the session description protocol information of the video terminal established by the user terminal. The above call access request may also be specifically an audio call access request.
步骤 S216, IP-IVR/MS 103通过呼叫通道向用户终端播放欢迎多 媒体信息， 欢迎多媒体信息包括语音和视频。  Step S216, the IP-IVR/MS 103 plays the welcome multimedia information to the user terminal through the call channel, and the multimedia information includes voice and video.
如果用户在欢迎多媒体信息的播放过程中挂机， 用户终端会向 If the user hangs up during the playback of the welcome multimedia message, the user terminal will
SoftACD 101发送 BYE消息通知释放呼叫， SoftACD 101相应的向 IP-IVR/MS 103发送 BYE消息通知释放呼叫， 同时向 CTI平台 102 上报呼叫拆除（Connection Cleared )事件， 通知 CTI平台 102呼叫 释放。 步骤 S217,用户在通过媒体通道收听 IP-IVR/MS 103播放语音和 视频的过程中， 按键选择新的信息。 The SoftACD 101 sends a BYE message to announce the release of the call, and the SoftACD 101 sends a BYE message to the IP-IVR/MS 103 to notify the release of the call, and simultaneously reports a Connection Cleared event to the CTI platform 102 to notify the CTI platform 102 that the call is released. Step S217, in the process of the user listening to the IP-IVR/MS 103 playing the voice and video through the media channel, the button selects the new information.
步骤 S218, IP-IVR/MS 103检测到用户按键后， 停止正在播放的 多媒体信息， 开始给用户播放用户新选择的多媒体信息， 包括语音信 息和视频。  Step S218, after detecting the user's button, the IP-IVR/MS 103 stops the multimedia information being played, and starts to play the user newly selected multimedia information, including voice information and video.
步骤 S219, 用户按键选择转人工服务。  Step S219, the user presses the button to switch to the manual service.
步骤 S220, IP-IVR/MS 103检测到用户转人工服务的按键， 停止 播放当前的多媒体信息， 向 CTI平台 102发起用户转人工服务的请 求。  Step S220: The IP-IVR/MS 103 detects the button of the user to switch to the manual service, stops playing the current multimedia information, and initiates a request for the user to the manual service to the CTI platform 102.
步骤 S221 , IP-IVR/MS 103同时开始给用户播放排队多媒体信息， 包括语音和视频。  Step S221, the IP-IVR/MS 103 simultaneously starts to play the queued multimedia information to the user, including voice and video.
同时 IP-IVR/MS 103要进行排队超时控制， 例如提示用户或在设 定时间后通知 CTI平台 102释放呼叫等。  At the same time, the IP-IVR/MS 103 is required to perform queuing timeout control, for example, prompting the user or notifying the CTI platform 102 to release the call after the set time.
步骤 S222, CTI平台 102向 IP-IVR/MS 103发送 ACK消息， 确 认收到转人工服务请求。  Step S222, the CTI platform 102 sends an ACK message to the IP-IVR/MS 103 to confirm receipt of the transfer manual service request.
如果坐席全忙， 则 CTI平台 102不做任何处理， 用户依然保持 在 IP-IVR/MS 103上接收排队的多媒体信息。  If the agent is busy, the CTI platform 102 does nothing, and the user remains on the IP-IVR/MS 103 to receive the queued multimedia information.
步骤 S223 , CTI平台 102判断是否有坐席空闲。  Step S223, the CTI platform 102 determines whether there is an agent idle.
步骤 S224, 当有坐席空闲后， CTI平台 102向 SoftACD 101下 发转移呼叫 DivertCall请求， 指示 SoftACD 101将呼叫转移到到坐席 终端 104。  Step S224: After the agent is idle, the CTI platform 102 sends a transfer call DivertCall request to the SoftACD 101, instructing the SoftACD 101 to transfer the call to the agent terminal 104.
步骤 S225 , SoftACD 101收到 DivertCall操作请求后， 向 CTI平 台 102上报呼叫转移 CallDiverted事件。  Step S225: After receiving the DivertCall operation request, the SoftACD 101 reports the call forwarding CallDiverted event to the CTI platform 102.
步骤 S226, SoftACD 101向 IP-IVR/MS 103发送 BYE消息， 释 放和 IP-IVR/MS 103之间的呼叫。  Step S226, the SoftACD 101 sends a BYE message to the IP-IVR/MS 103 to release the call between the IP-IVR/MS 103.
步骤 S227, IP-IVR/MS 103返回 200 ok后， SoftACD 101 和 IP-IVR/MS 103之间的呼叫释放完成。  Step S227, after the IP-IVR/MS 103 returns 200 ok, the call release between the SoftACD 101 and the IP-IVR/MS 103 is completed.
步骤 S228, SoftACD 101向 CTI平台 102分配的坐席终端 104 发送 INVITE消息， 同时携带主叫用户终端的 SDP信息。 SoftACD 101释放和 IP-IVR/MS 103之间的呼叫 , 并向坐席终端 104发起呼叫接入请求， 并在呼叫接入请求中携带用户终端建立媒体 通道的会话描述协议信息。 Step S228, the SoftACD 101 sends an INVITE message to the agent terminal 104 allocated to the CTI platform 102, and carries the SDP information of the calling user terminal. The SoftACD 101 releases the call between the IP-IVR/MS 103 and initiates a call access request to the agent terminal 104, and carries the session description protocol information of the media channel established by the user terminal in the call access request.
步骤 S229, 坐席终端 104可以向 SoftACD 101发送 100 trying 消息。  In step S229, the agent terminal 104 can send a 100 trying message to the SoftACD 101.
步骤 S230,坐席终端 104向 SoftACD 101发送 180 alerting消息。 坐席终端 104响应 SoftACD 101的呼叫接入请求， 并将坐席终 端 104的媒体资源描述信息发送给 SoftACD 101。  In step S230, the agent terminal 104 sends a 180 alerting message to the SoftACD 101. The agent terminal 104 responds to the call access request of the SoftACD 101 and transmits the media resource description information of the agent terminal 104 to the SoftACD 101.
步骤 S231 , SoftACD 101向 CTI平台 102发送 Call Delivered消 息， 提示呼叫已到达坐席终端 104。  Step S231, the SoftACD 101 sends a Call Delivered message to the CTI platform 102, indicating that the call has arrived at the agent terminal 104.
步骤 S232, CTI 平台 102 向坐席终端 104 发送应答请求 On Answer Request消息， 提示坐席终端 104呼叫到达。  Step S232, the CTI platform 102 sends a response request On Answer Request message to the agent terminal 104, prompting the agent terminal 104 to arrive.
步骤 S233 , 坐席终端 104确认后， 向 CTI平台 102发送应答呼 叫 Answer消息 , 确认呼叫。  Step S233: After the agent terminal 104 confirms, the answer message is sent to the CTI platform 102 to confirm the call.
步骤 S234, 人工坐席接听电话， 坐席终端 104向 SoftACD 101 发送 200 ok消息， 同时携带坐席终端 104的 SDP信息。  Step S234: The manual agent answers the call, and the agent terminal 104 sends a 200 ok message to the SoftACD 101, and carries the SDP information of the agent terminal 104.
步骤 S235, SoftACD 101给坐席终端 104返回 ACK消息， 呼叫 接通。  In step S235, the SoftACD 101 returns an ACK message to the agent terminal 104, and the call is turned on.
步骤 S236 , SoftACD 101 向 CTI 平台 102 上才艮呼叫建立 Established事件， 提示呼叫建立。  Step S236, the SoftACD 101 establishes an Established event to the CTI platform 102, prompting the call to be established.
步骤 S237 , CTI 平台 102 向坐席终端 104 发送应答成功 On Answer Success消息 , 提示接通。  Step S237: The CTI platform 102 sends a response success On Answer Success message to the agent terminal 104, and the prompt is turned on.
步骤 S238, SoftACD 101向用户终端发送会话修改 Re Invite消 息， 进行媒体流改向， 其中携带坐席终端 104的 SDP信息。  Step S238: The SoftACD 101 sends a session modification Re Invite message to the user terminal to perform media stream redirection, where the SDP information of the agent terminal 104 is carried.
步骤 S239, 用户终端返回 200 ok消息。  Step S239, the user terminal returns a 200 ok message.
步骤 S240, SoftACD 101向用户终端返回 ACK消息。  Step S240, the SoftACD 101 returns an ACK message to the user terminal.
步骤 S241 , 用户终端和坐席终端 104之间的媒体流接通， 用户 和坐席终端 104之间进行通话。  Step S241, the media stream between the user terminal and the agent terminal 104 is connected, and the user and the agent terminal 104 make a call.
用户终端和坐席终端 104之间通过 SoftACD 101建立媒体通道， 用户和坐席终端 104之间通过建立的媒体通道进行通话。 A media channel is established between the user terminal and the agent terminal 104 through the SoftACD 101. The user and the agent terminal 104 make a call through the established media channel.
如果此时如果用户挂机， 用户终端向 SoftACD 101发送 BYE消 息通知释放呼叫， SoftACD 101相应的向坐席终端 104发送 BYE消 息通知释放呼叫， 同时向 CTI平台 102 上 ^艮连接拆除（Connection Cleared )事件， 通知 CTI平台 102呼叫释放；  If the user hangs up at this time, the user terminal sends a BYE message to the SoftACD 101 to announce the release of the call, and the SoftACD 101 correspondingly sends a BYE message to the agent terminal 104 to announce the release of the call, and simultaneously sends a Connection Cleared event to the CTI platform 102. Notifying the CTI platform 102 of the call release;
如果 INVITE消息中的 SDP信息中没有携带视频媒体通道的描述 信息， 或者 INVITE消息中没有携带 SDP信息 （后协商）， 则认为这 是一个音频呼叫， 在音频呼叫流程中不需要建立视频媒体通道。  If the SDP information in the INVITE message does not carry the description information of the video media channel, or the INVITE message does not carry the SDP information (after negotiation), it is considered to be an audio call, and the video media channel is not required to be established in the audio call process.
相对与传统的呼叫中心而言， 本发明实施例提供的 IP呼叫中心 有以下有益效果：  Compared with the traditional call center, the IP call center provided by the embodiment of the present invention has the following beneficial effects:
本发明实施例提供的 IP呼叫中心***釆用全分布式结构， 可以 实现多点的、虚拟统一的客户服务中心， 坐席人员不必拘泥于地理位 置， 随时随地可以通过客户端接入呼叫中心为客户提供服务， 实现了 真正意义上的移动办公；  The IP call center system provided by the embodiment of the present invention adopts a fully distributed structure, and can realize a multi-point, virtual unified customer service center. The agent does not have to be stuck in the geographical location, and can access the call center through the client at any time and anywhere. Providing services and realizing mobile office in the true sense;
本发明实施例提供的 IP呼叫中心的坐席可以在任何位置通过客 户端接入呼叫中心， 符合 NGN控制与承载分离的体系结构， 因此容 易向 NGN进行过渡和升级；  The agent of the IP call center provided by the embodiment of the present invention can access the call center through the client at any location, and conforms to the architecture of separation of the NGN control and the bearer, so that the transition and upgrade to the NGN can be easily performed;
本发明实施例提供的 IP呼叫中心***中的每一个组件都是相互 独立的， 组件之间的通讯可以釆用任何国际标准的通讯协议， 例如： SIP , H.323 , 媒体网关控制协议 MGCP ( Media Gateway Control Protocol ), 实时传输协议 RTP ( Real-time Transport Protocol )等。 对 视频和语音媒体的压缩格式也可以釆用了国际上通用的 H263、 H.264、 G.729、 G.711、 G.723.1 和运动图像专家组 （Moving Picture Experts Group )制定的 MPEG4标准等。 因此***中的任何一个部件 都可以单独进行升级，并且可以与其它公司符合国际标准的设备进行 通信， 具有非常好的扩展性；  Each component in the IP call center system provided by the embodiment of the present invention is independent of each other, and communication between components can use any international standard communication protocol, for example: SIP, H.323, Media Gateway Control Protocol MGCP ( Media Gateway Control Protocol), Real-time Transport Protocol (RTP), etc. The compression format for video and voice media can also use the internationally accepted H263, H.264, G.729, G.711, G.723.1 and Moving Picture Experts Group to develop the MPEG4 standard. . Therefore, any component in the system can be upgraded separately and can communicate with other companies that comply with international standards, which is very scalable;
本发明实施例提供的 IP呼叫中心相对于传统的呼叫中心而言， 由于呼叫接续和媒体数据传递都基于 IP实现，充分利用了 VoIP技术， 因此在整个***中处理的完全是数据， 其中包括媒体数据和信令数 据， 这样很多功能便可以通过软件来实现， 省去了大量的硬件投资， 同时***处理流程也得到了进一步优化； Compared with the traditional call center, the IP call center provided by the embodiment of the present invention utilizes VoIP technology because call connection and media data transfer are all implemented based on IP, so the entire system processes data, including media. Number of data and signaling According to this, many functions can be realized by software, which saves a lot of hardware investment, and the system processing flow is further optimized;
本发明实施例提供的 IP呼叫中心可以利用包括传输控制协议及 网络互连协议 TCP( Transmission Control Protocol )/IP、域名*** DNS ( Domain Name System )、路由等协议族的 IP技术来实现 IP-IVR/MS 103的功能。 IP-IVR/MS 103可以提供一个开放、 可扩展和功能丰富 的媒体服务功能， 通过标准协议进行访问控制， 通过与用户的自主交 互， IP-IVR/MS 103能够实现电话处理的自动化。 因此显著地减少了 部署传统 IVR/MS或专用分支交换机集成所需要的成本高昂的 T1设 备。 IP-IVR/MS 103还充分支持语音可扩展标记语言 VoiceXML( Voice Extensible Markup Language ), 可快速完成应用功能的构建， 不要求 用户学习复杂的高级语言， 就可灵活扩充新业务。 IP-IVR/MS 103支  The IP call center provided by the embodiment of the present invention can implement IP-IVR by using IP technologies including a transmission control protocol and a network protocol, such as TCP (Transmission Control Protocol)/IP, Domain Name System (DNS), and routing. /MS 103 features. The IP-IVR/MS 103 provides an open, scalable and feature-rich media service function, with access control through standard protocols, and with the user's autonomous interaction, the IP-IVR/MS 103 enables automation of telephony processing. This significantly reduces the costly T1 equipment required to deploy traditional IVR/MS or dedicated branch switch integration. The IP-IVR/MS 103 also fully supports VoiceXML (Voice Extensible Markup Language), which can quickly complete the application function construction, and can flexibly expand new services without requiring users to learn complex high-level languages. IP-IVR/MS 103
105维护的数据库， 根据数据库中的内容自动更新语音提示， 只需要 网络接入， 不要求数字信号处理器。 同时， IP-IVR/MS 103还提供了 基于 Web 的激活和管理功能。 另外， 可视化的定制方式使得部署 IP-IVR/MS 103变得异常的简单和容易； 105 maintains the database, automatically updates the voice prompt according to the contents of the database, only requires network access, does not require a digital signal processor. At the same time, IP-IVR/MS 103 also provides web-based activation and management capabilities. In addition, the visual customization makes the deployment of the IP-IVR/MS 103 exceptionally simple and easy;
发明实施例提供的 IP呼叫中心支持多种移动平台的接入， 例如 PDA, 手机、 笔记本电脑等， 网络化的管理模式使得异地管理变为现 实， 只要连入互联网， 便可实现 IP呼叫中心服务的支持和管理。 型而不脱离本发明的精神和范围。 这样， 倘若本发明的这些修改和变 型属于本发明权利要求及其等同技术的范围之内，则本发明也意图包 含这些改动和变型在内。  The IP call center provided by the embodiment of the invention supports access of a plurality of mobile platforms, such as a PDA, a mobile phone, a notebook computer, etc., and the networked management mode makes the remote management become a reality, and the IP call center service can be realized as long as the Internet is connected. Support and management. The type does not depart from the spirit and scope of the invention. Thus, it is intended that the present invention cover the modifications and the modifications

Claims

权利要求 Rights request
1、 一种基于互联网协议实现的呼叫中心， 其特征在于， 包括： 至少一个软排队机、 至少一个计算机与电话集成平台、 至少一个交互 语音应答 /媒体服务器、 至少一个坐席终端和至少一个业务控制应用 服务器， 其中： 所述计算机与电话集成平台分别通过接口连接所述软 排队机、 所述交互语音应答 /媒体服务器和所述坐席终端， 所述软排 队机分别通过接口连接所述交互语音应答 /媒体服务器和所述坐席终 端； What is claimed is: 1. A call center based on an internet protocol, comprising: at least one soft queue, at least one computer and telephone integration platform, at least one interactive voice response/media server, at least one agent terminal, and at least one service control An application server, wherein: the computer and the telephone integration platform respectively connect the soft queuing machine, the interactive voice response/media server, and the agent terminal through an interface, and the soft queuing machine respectively connects the interactive voice response through an interface /media server and the agent terminal;
所述软排队机用于从互联网协议网络接收实时业务接入请求，并 将所述实时业务接入请求提交给所述计算机与电话集成平台；  The soft queuing machine is configured to receive a real-time service access request from an internet protocol network, and submit the real-time service access request to the computer and telephony integration platform;
所述计算机与电话集成平台用于根据所述软排队机提交的实时 业务接入请求， 调度所述软排队机、 所述交互语音应答 /媒体服务器 和所述坐席终端实现所述实时业务；并根据互联网综合业务接入网关 提交的非实时业务接入请求调度所述坐席终端实现非实时业务； 所述业务控制应用服务器用于为所述交互语音应答 /媒体服务器 和所述坐席终端提供业务控制。  The computer and telephony integration platform is configured to schedule the soft queuing machine, the interactive voice response/media server, and the agent terminal to implement the real-time service according to a real-time service access request submitted by the soft queuing machine; Dispatching the agent terminal to implement a non-real-time service according to the non-real-time service access request submitted by the Internet integrated service access gateway; the service control application server is configured to provide service control for the interactive voice response/media server and the agent terminal .
2、 如权利要求 1所述的呼叫中心， 其特征在于， 所述软排队机 包括：  2. The call center of claim 1, wherein the soft queuing machine comprises:
用于从所述互联网协议网络接收语音实时业务接入请求，并提交 所述语音实时业务接入请求给所述计算机与电话集成平台的单元；和 a unit for receiving a voice real-time service access request from the internet protocol network and submitting the voice real-time service access request to the computer and telephony integration platform; and
/或 / or
用于从所述互联网协议网络接收传真实时业务接入请求，并提交 所述传真实时业务接入请求给所述计算机与电话集成平台的单元。  And a unit for receiving a fax real-time service access request from the internet protocol network, and submitting the fax real-time service access request to the computer and the telephone integration platform.
3、 如权利要求 1所述的呼叫中心， 其特征在于， 所述计算机与 电话集成平台包括：  3. The call center according to claim 1, wherein the computer and telephone integration platform comprises:
用于接收所述互联网综合业务接入网关提交的短信非实时业务， 并调度所述坐席终端处理所述短信非实时业务的单元；  a unit for receiving a short message non-real time service submitted by the Internet integrated service access gateway, and scheduling the agent terminal to process the short message non-real time service;
用于接收所述互联网综合业务接入网关提交的邮件非实时业务， 并调度所述坐席终端处理所述邮件非实时业务的单元。 And receiving the non-real-time service of the mail submitted by the Internet integrated service access gateway, And scheduling, by the agent terminal, a unit for processing the non-real time service of the mail.
4、 一种互联网协议呼叫中心的呼叫业务实现方法， 其特征在于， 包括：  A method for implementing a call service of an internet protocol call center, characterized in that:
软排队机将接收的呼叫接入请求提交给计算机与电话集成平台； 所述计算机与电话集成平台指示所述软排队机将所述呼叫接入 请求路由到交互语音应答 /媒体服务器上， 并提示所述交互语音应答 / 媒体服务器呼叫到达；  The soft queuing machine submits the received call access request to the computer and the telephony integration platform; the computer and telephony integration platform instructs the soft queuing machine to route the call access request to the interactive voice response/media server, and prompts The interactive voice response/media server call arrives;
所述软排队机向所述交互语音应答 /媒体服务器发起呼叫； 所述交互语音应答 /媒体服务器应答所述软排队机发起的呼叫； 所述交互语音应答 /媒体服务器和用户终端之间通过所述软排队 机建立呼叫通道。  The soft queuing machine initiates a call to the interactive voice response/media server; the interactive voice response/media server answers a call initiated by the soft queuing machine; and the interactive voice response/media server and the user terminal pass the call The soft queue machine establishes a call channel.
5、 如权利要求 4所述的方法， 其特征在于， 所述呼叫接入请求 具体为视频呼叫接入请求， 所述呼叫通道具体为视频媒体通道， 所述 视频呼叫接入请求中包括所述用户终端建立所述视频媒体通道的会 话描述协议信息；  The method of claim 4, wherein the call access request is specifically a video call access request, the call channel is specifically a video media channel, and the video call access request includes the The user terminal establishes session description protocol information of the video media channel;
并且， 所述软排队机向所述交互语音应答 /媒体服务器发起的呼 叫中携带所述用户终端建立所述视频媒体通道的会话描述协议信息； 并通过所述软排队机将包括所述交互语音应答 /媒体服务器视频 媒体资源描述信息的会话描述协议信息发送给所述用户终端；  And the session initiated by the soft queuing machine to the interactive voice response/media server carries the session description protocol information of the video media channel by the user terminal; and the interactive voice is included by the soft queuing machine. The session description protocol information of the response/media server video media resource description information is sent to the user terminal;
并且， 所述交互语音应答 /媒体服务器通过所述视频媒体通道向 用户播放提示多媒体信息，并根据所述用户按键向所述用户播放选择 的多媒体信息。  And, the interactive voice response/media server plays the prompt multimedia information to the user through the video media channel, and plays the selected multimedia information to the user according to the user button.
6、 如权利要求 4所述的方法， 其特征在于， 所述呼叫接入请求 具体为音频呼叫接入请求。  6. The method of claim 4, wherein the call access request is specifically an audio call access request.
7、 如权利要求 4所述的方法， 其特征在于， 还包括：  7. The method of claim 4, further comprising:
所述交互语音应答 /媒体服务器在用户按键选择人工服务时向所 述用户播放排队多媒体信息，并向所述计算机与电话集成平台发起转 人工服务请求；  The interactive voice response/media server plays the queued multimedia information to the user when the user presses the button to select the manual service, and initiates a manual service request to the computer and the phone integration platform;
所述计算机与电话集成平台指示所述软排队机将呼叫转移到坐 席终端， 并提示所述坐席终端呼叫到达； The computer and telephony integration platform instructs the soft queuing machine to transfer a call to sit Waiting for the terminal, and prompting the agent terminal to arrive;
所述软排队机释放和所述交互语音应答 /媒体服务器之间的呼 叫， 并向所述坐席终端发起呼叫接入请求， 并在所述呼叫接入请求中 携带所述用户终端建立媒体通道的会话描述协议信息；  The soft queuing machine releases a call between the interactive voice response/media server, and initiates a call access request to the agent terminal, and carries the user terminal to establish a media channel in the call access request. Session description protocol information;
所述坐席终端响应所述软排队机的呼叫接入请求，并将所述坐席 终端的媒体资源描述信息发送给所述软排队机；  The agent terminal responds to the call access request of the soft queuing machine, and sends the media resource description information of the agent terminal to the soft queuing machine;
所述软排队机向所述用户终端返回重新接入请求，并在所述重新 接入请求中携带所述坐席终端的媒体资源描述信息；  The soft queuing machine returns a re-access request to the user terminal, and carries the media resource description information of the agent terminal in the re-access request;
所述用户终端和所述坐席终端之间通过所述软排队机建立所述 媒体通道，所述用户和所述坐席终端之间通过所述建立的媒体通道进 行通话。  The media channel is established between the user terminal and the agent terminal by using the soft queuing machine, and the user and the agent terminal communicate through the established media channel.
8、 如权利要求 5所述的方法， 其特征在于， 当用户在所述交互 语音应答 /媒体服务器通过所述视频媒体通道向所述用户播放提示多 媒体信息的过程中挂机时， 所述方法还包括：  8. The method according to claim 5, wherein when the user hangs up during the process in which the interactive voice response/media server plays the prompting multimedia information to the user through the video media channel, the method further Includes:
所述软排队机分别通知所述交互语音应答 /媒体服务器和所述计 算机与电话集成释放呼叫；  The soft queuing machine separately notifies the interactive voice response/media server and the computer to integrate the call with the phone;
所述交互语音应答 /媒体服务器和所述计算机与电话集成分别向 所述软排队机返回确认响应。  The interactive voice response/media server and the computer and telephony integration respectively return an acknowledgment response to the soft queuing machine.
9、 如权利要求 7所述的方法， 其特征在于， 所述软排队机释放 和交互语音应答 /媒体服务器之间的呼叫的方法， 具体包括：  The method of claim 7, wherein the method for releasing the call between the soft queue and the voice response/media server comprises:
所述软排队机通知所述交互语音应答 /媒体服务器释放呼叫； 所述交互语音应答 /媒体服务器向所述软排队机返回确认响应。 The soft queuer notifies the interactive voice response/media server to release the call; the interactive voice response/media server returns an acknowledgement response to the soft queue.
10、 如权利要求 7所述的方法， 其特征在于， 所述坐席终端响应 所述软排队机的呼叫接入请求的方法， 具体包括： The method of claim 7, wherein the method for the agent terminal to respond to the call access request of the soft queuing machine comprises:
所述坐席终端接收到所述软排队机的呼叫接入请求时 ,向所述软 排队机发送震铃响应；  Receiving, by the agent terminal, a ringing response to the soft queuing machine when receiving the call access request of the soft queuing machine;
所述坐席终端收到所述计算机与电话集成的呼叫到达提示时 ,提 示人工坐席并在所述人工坐席确认后，向所述计算机与电话集成返回 应答消息； 所述坐席终端在所述人工坐席接听后，向所述软排队机返回确认 消息， 所述确认消息携带所述坐席终端的媒体资源描述信息。 Receiving, by the agent terminal, the call arrival prompt integrated by the computer and the phone, prompting the artificial agent and returning the response message to the computer and the phone after the manual agent confirms; After the agent terminal answers the call, the agent terminal returns an acknowledgement message to the soft queue, and the acknowledgement message carries the media resource description information of the agent terminal.
11、 如权利要求 10所述的方法， 其特征在于， 所述软排队机收 到坐席终端返回的确认消息后， 还包括：  The method of claim 10, wherein the soft queue receives the confirmation message returned by the agent terminal, and further includes:
所述软排队机向所述坐席终端返回的确认消息，并向所述计算机 与电话集成上报呼叫建立事件信息；  And the acknowledgment message returned by the soft queuing machine to the agent terminal, and the call establishment event information is reported to the computer and the phone;
所述计算机与电话集成接收到所述呼叫建立事件信息后，提示所 述坐席终端呼叫建立成功。  After the computer and the phone integrate to receive the call setup event information, the caller is prompted to establish the call successfully.
12、 如权利要求 7所述的方法， 其特征在于， 所述计算机与电话 集成接收到所述交互语音应答 /媒体服务器发起的转人工服务请求 时， 确认有空闲坐席时指示所述软排队机将呼叫转移到坐席终端。  The method according to claim 7, wherein the computer and the phone integrate to receive the transfer of the manual service request initiated by the interactive voice response/media server, and indicate that the soft queue is indicated when there is a free agent. Transfer the call to the agent terminal.
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