WO2013082894A1 - Operator call forwarding method and switchboard service application server - Google Patents

Operator call forwarding method and switchboard service application server Download PDF

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Publication number
WO2013082894A1
WO2013082894A1 PCT/CN2012/072514 CN2012072514W WO2013082894A1 WO 2013082894 A1 WO2013082894 A1 WO 2013082894A1 CN 2012072514 W CN2012072514 W CN 2012072514W WO 2013082894 A1 WO2013082894 A1 WO 2013082894A1
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Prior art keywords
user
call
switchboard service
switchboard
application server
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PCT/CN2012/072514
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French (fr)
Chinese (zh)
Inventor
屈天喜
沈世元
Original Assignee
中兴通讯股份有限公司
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Publication of WO2013082894A1 publication Critical patent/WO2013082894A1/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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
    • H04M3/4931—Directory assistance systems

Definitions

  • the present invention relates to the field of intelligent network communication under the IMS (IP Multimedia Subsystem, IP Multimedia Subsystem) and NGN (Next Generation Network) networks, and more particularly to an operator call transfer method and a switchboard service application server.
  • IMS IP Multimedia Subsystem
  • IP Multimedia Subsystem IP Multimedia Subsystem
  • NGN Next Generation Network
  • the Centrex (Central Exchange, Centralized User Switch) service divides some users into a basic user group on the switch of a telephone office or a telecom company, and provides various functions of the user-specific switch to the user group, while also providing some unique features. Service features. However, there is no actual private switch in this user group. All the hardware required for the Centrex service is in the switch of the telephone office or the telecommunication company. The internal and external exchange of users is concentrated in the switch of the telephone office or the telecommunication company. Therefore, Centrex is also known as a virtual subscriber switch.
  • the Centrex business network is flexible and can easily increase or decrease capacity. It is widely used in group users such as factories and mines, universities, government agencies, group companies, hotels, hospitals, financial institutions.
  • the number corresponding to the switchboard of the group user of the Centrex service is called the Main Number, also called the switchboard number.
  • the Centrex business includes extension services and switchboard services, and the switchboard business includes the inbound and outbound processes.
  • the incoming call process means that the user inside and outside the group dials the switchboard number to trigger the switchboard service.
  • the service chooses to call one of the attendants according to a certain policy. After the attendant answers the call, the service bridges the call between the caller and the attendant; the outgoing call process, that is, the caller is called out.
  • the switchboard service is triggered.
  • the service first calls the attendant. After the attendant picks up the phone, the caller calls the called party.
  • the called party's caller ID number is the switchboard number. After the called party picks up the phone, the service bridges the call with the called party.
  • PSTN Public Switched Telephone Network
  • GSM Global System for Mobile Communications
  • Code Division Multiple Access Code Division Multiple Access
  • IADs integrated access devices
  • IPs network protocols
  • video terminals video terminals.
  • the system for implementing the Centrex service includes: an operator WEB client, a switchboard Web server (SWS), an application server (Application Server, abbreviated as AS), and a media resource server (Media Resource). Server, referred to as MRS) and User Equipment (UE).
  • the system has the function of Click To Dial (CTD) service.
  • CTD Click To Dial
  • the topology structure of the IP Multimedia Subsystem (IMS) or the Next Generation Network (NGN) is hidden in Figure 1.
  • the AS, MRS, and UE are in the IMS or NGN network.
  • the operator WEB client is a device provided to the operator for initiating a call or performing call control, such as a personal computer (PC), a third-generation mobile communication technology (3rd-Generation, referred to as 3G) terminal, and the like;
  • PC personal computer
  • 3G third-generation mobile communication technology
  • the SWS is used to provide HyperText Transfer Protocol (HTTP) service functions such as user login, call number filling, call control, and information display interface.
  • HTTP HyperText Transfer Protocol
  • the AS is used to provide the functions of the underlying switchboard services, such as call control, status report, and bill generation.
  • MRS is used to provide voice media, which can be implemented by Media Server (abbreviated as MS).
  • MS Media Server
  • the UE is used for the call of the user in the group, and the specific physical device may be: a fixed telephone, a mobile phone or a video terminal.
  • the operator between the WEB client and the SWS is called HTTP service, using HTTP;
  • the inter-server communication between the SWS and the AS uses an application layer protocol.
  • the application layer protocol can use an Extensible Markup Language (XML) according to specific needs. If you do not use the application layer protocol, you can customize the Transmission Control Protocol (TCP) message body, such as using R01 internal communication, that is, through the message in R01.
  • TCP Transmission Control Protocol
  • the first field of the body Funid (function number), to distinguish different operations, and to report the status of the business;
  • the call is made between the AS and the MRS or the UE through the media negotiation protocol.
  • the AS and the UE communicate with each other.
  • the SIP and the Media Gateway Control Protocol (MGCP) are usually used between the AS and the MRS, depending on the MRS.
  • the media negotiation is performed between the UE and the MRS according to the codec format, the transceiver port, and the bandwidth transmission rate of the media packet at the time of the call, and the media stream is transmitted.
  • UE User Equipment
  • Switchboard Switchboard Application Server
  • AS Provides the underlying business capabilities, such as: call control and other functions;
  • MRS generally MS, used to provide voice media capabilities, such as playing a call hold tone to the held party user during call hold;
  • SWS Provides complex logical processing of the web background, which can trigger the SLP (Service Location Protocol) main service according to the operation of the console WEB client; realize the console queue function, and can distribute traffic according to the established queuing strategy.
  • the incoming message, and the SLP service interact with the R01 message.
  • the Switchboard Web Client is a soft terminal that has the function of communicating with SWS.
  • the attendants in the Centrex switchboard business use the Web to log in through the client.
  • the so-called operator turns blindly, that is, the user dials the converged switchboard number and selects the manual service.
  • the direct transfer is forwarded to an extension number (no need to hear the extension ringing)
  • the station directly exits the session), and the extension number of the extension should be The number of the electric user.
  • the extension answers it can talk to the incoming caller normally. Since the attendant has logged out when there is no call forwarding to the destination user, this method cannot guarantee that every call transfer will succeed.
  • the so-called operator asks for the incoming call, which means that the user dials the attendant station number and selects the manual service. After an attendant connects the incoming call, according to the information provided by the user, call an extension number; after the extension answers and gets its permission, the attendant will The incoming caller connects to the extension and then exits the session.
  • this method needs to let the original calling user listen to the call holding tone before the caller transfers the call to the destination user and ends the call with the destination user. If the time is long, the original calling user may wait for no patience. Hang up directly.
  • the destination user does not have to go off-hook, even if he is off-hook, he may not be willing to talk to the original calling party.
  • the operator is difficult to control under such circumstances; and if the destination user does not pick up the phone, it is not conducive to the operator resources. The release, which in turn affects the efficiency of the call forwarding service.
  • the present invention provides a method for call forwarding of an operator, which is applied to a centralized user switch (Centrex) switchboard service, including:
  • the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
  • the switchboard service application server releases the session between the operator performing the call transfer and the calling user, and the caller and the destination user are connected.
  • the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the summarizing service application server sends a BYE message to the attendant.
  • the method further includes: when the destination user answers, the switchboard service application server further sends a notification message indicating that the call between the attendant and the destination user has ended to the switchboard service web server. After receiving the notification message, the switchboard service web server knows that the operator has become idle.
  • the connecting the calling user and the destination user including:
  • the switchboard service application server sends a re-invitation (REINVITE) to the destination user. Soliciting, the session description protocol (SDP) information of the calling user is carried;
  • SDP session description protocol
  • the called user returns a 200 OK response for the REINVITE request to the switchboard service application server, where the SDP information of the called user is carried;
  • the device After the 200 OK response of the switchboard service application server, the device sends an acknowledgement (ACK) response to the calling user, where the SDP information of the called user is carried;
  • ACK acknowledgement
  • the calling user and the called user complete a normal call after completing media negotiation.
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the present invention provides a switchboard service application server for use in a centralized subscriber exchange (Centrex) switchboard service, including:
  • a switching module configured to: call the destination user according to an indication of a switchboard service web server during a call transfer process
  • the call connection module is configured to: when the destination user answers, release a session between the operator performing the call transfer and the calling user, and connect the calling user and the destination user.
  • the call connection module is configured to: release a session between the operator and the calling user who performs the current call transfer, including: sending a BYE message to the operator.
  • the switchboard service application server further includes:
  • the response module is configured to: when the destination user answers, send a notification message to the switchboard service web server indicating that the call between the attendant and the destination user has ended.
  • the call connection module is configured to: connect the calling user and the destination user, and include: sending a REINVITE request to the destination user, where the session description protocol of the calling user is carried SDP) information; after receiving the 200 OK response for the REINVITE request returned by the called user, sending an acknowledgement (ACK) response to the calling user; wherein the 200 OK response carries the The SDP information of the called user, where the ACK response carries the SDP information of the called user.
  • SDP session description protocol of the calling user
  • ACK acknowledgement
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the embodiment of the present invention belongs to a B2B (back-to-back) call type service. With the rise of the 3G network, the convergence of the CS (Circuit Switch Domain) and the PS (Packet Switch) network makes the service have a broad Application prospects and usage space.
  • the advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.
  • Figure 1 shows the structure of the system network element for implementing the Centrex service
  • FIG. 2 is a flowchart of a method for implementing call forwarding of an operator in an embodiment of the present invention
  • FIG. 4 is a block diagram of a switchboard service AS in an embodiment of the present invention.
  • the call forwarding method based on the Centrex switchboard service in this embodiment belongs to the service after the call, and the meaning is that when any user A calls the switchboard number, the switchboard service is assigned to an idle attendant, and the attendant and the A call. After that, the user's consent is transferred to the user C. When the C is answered, the switchboard service AS releases the attendant and connects the call between C and A. In this paper, this service can be referred to as the answering and forwarding service.
  • a method for operator call forwarding is applied to the Centrex switchboard service, including:
  • the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
  • the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the caller and the destination user are connected.
  • the embodiment is implemented in the Centrex switchboard service, and is implemented as a functional module of the switchboard service. As shown in Figure 2, the following steps are included:
  • Step 1 Any type of user A calls the switchboard number provided by a group in the Centrex switchboard business;
  • Step 2 The switchboard service AS applies to the MRS to play a predefined prompt tone (such as a welcome word, etc.) for the user A;
  • a predefined prompt tone such as a welcome word, etc.
  • Step 3 The switchboard service AS reports the incoming call status of user A to the SWS, that is, the switchboard service AS tells the SWS that the user A calls in, so that the SWS displays the related message on the interface of the operator WEB client corresponding to the queued operator:
  • Step 4 The SWS assigns the user A to a registered and idle attendant B, and the SWS notifies the switchboard service AS that the user A plays the user queue waiting tone, and the switchboard service AS notifies the MRS that the user A plays the user queue waiting tone;
  • Step 5 After the operator B accepts, the user A and the attendant B make a call, and the switchboard service AS records the call related information of the user A and the attendant B, including the phone number, the session number, the SDP (Session Description Protocol) information, and the like.
  • the SDP information includes an IP address, a port number, an audio and video capability, and an encoding format.
  • Step 6 The operator B enters the number of the transfer destination to the destination user C on his operator WEB client, and clicks the answer transfer button;
  • Step 7 The SWS indicates the switchboard service AS performs the call transfer, the switchboard service AS calls the destination user C;
  • Step 8 While the destination user C answers, the switchboard service AS reports the message to the SWS to release the attendant B, and simultaneously connects the user A and the user C, so that the user A and the user C can talk.
  • UE A is any type of user
  • UE B is a Centrex switchboard service attendant logged in through the operator WEB client
  • UE C is any type of user.
  • the implementation method of the call forwarding function in the Centrex switchboard service, the specific signaling process is as follows:
  • Step 301 The UE A calls the switchboard number provided by a group of the Centrex service, that is, the UE A sends an invite request message to the switchboard service AS, where the SDP of the UE A is carried.
  • Information the SDP information mainly includes: UE A's IP address, port number, audio and video capabilities, and encoding format and other related media information;
  • Step 302 The switchboard service AS applies to the media resource server for playback, and the UE protocol is played by the SIP protocol signaling 183.
  • the SIP protocol signaling 183 carries the SD information of the media resource server, and the SDP information mainly includes: Relevant media information such as the server's IP address, port number, audio and video capabilities, and encoding format;
  • Step 303 The switchboard service AS reports the call to the SWS through the function number of the message body in the internal R01 interface and the event number interface of the message, for example, the Funidid function number of the call is filled in 1006 (indicating that the switchboard service has reported a new call request queue), The event number is filled in 40010 (indicating that the service is reporting a call in the waiting state, that is, the switchboard service has reported a new call incoming), and the report message also carries the SlpSessionld (session number), the calling number, etc. allocated for the call. ;
  • Step 304 The SWS returns a response message to the switchboard service AS, where the Funcid function number is filled in 1007 (indicating that UE A has been assigned to the operator), and also carries the SlpSessionld carried in the request message, the assigned operator's number identifier and whether to queue Successful identification, etc.;
  • Step 305 After the operator A is notified that the operator B (login to the client by Web) accepts the call, the SWS sends a request message to the switchboard service AS, where the Funcid function number is filled in 1009 (indicating that the operator has accepted the call), and the event number is filled in 59050 ( Indicates that the service console is to handle an incoming call), and also carries the SlpSessionld (session number), the calling number, the number of the attendant user B, etc. of the session;
  • Step 306 The switchboard service AS sends a response message to the switchboard Web server, such as
  • Step 307 After knowing the number of the called operator user B according to the message carried in step 305, the switchboard service AS sends an INVITE message to the attendant user B;
  • Steps 308-311 The attendant user B returns a 200 OK response to the INVITE message to the switchboard service AS, where the SDP information of the operator B is carried, and the switchboard service AS carries the SDP information of the operator B to the UE A through the UPDATE message.
  • the UE A carries the SDP information of the terminal in the returned 200 OK response for the UPDATE message, and the switchboard service AS provides the SDP information of the UE A to the operator B through the ACK response, so that the user A and the operator use User B can talk normally;
  • Step 312 The switchboard service AS reports the call state of the operator B and the user A to the SWS, for example, the Funcid function number is filled in 1004, and the Phonestat (call state) is filled in the call.
  • the SWS can send the call status to the operator Web client where the operator B is located, and the client can display the call status to the operator to prompt the attendant to the current call state;
  • Step 313 314 The SWS sends the R01 interface message with the Funidic function number 1013 (indicating the operator transfer) to the switchboard service AS.
  • the Mode (transfer type) in the message is filled with 0 (indicating the call transfer), and the switchboard service AS is directed to the SWS.
  • the message carries the Result (call result), the number of the destination user C to be transferred, and the like; wherein, the value of the Result field indicates the response result of the AS to the answer transfer sent by the SWS, such as 0. If the response is successful, the AS will perform the operation related to the call forwarding and continue the subsequent process. If 1 indicates a failure response, the AS does not answer the call because the system is busy, and the process of receiving the transfer ends.
  • Step 315 318 After receiving the response message indicating the successful response, the AS sends an invite message to the destination user C, and the destination user C replies to the response message to the switchboard service AS.
  • the switchboard service AS receives the off-hook response 200 for the invite sent by the destination user C, immediately releases the session between the UE A and the operator B, that is, sends a BYE message to the operator B, and sends an interface message to the SWS. If the Funcid function number is 1004, where the value carried in the Phonestat indicates that the call is over, the operator B exits the entire call and becomes idle, and can accept other calls;
  • Step 319 321 The switchboard service AS sends a REINVITE request to the UE A, where the SDP information of the UE C is carried, and the UE A returns a 200 OK response to the REINVITE request to the switchboard service AS, where the SDP information of the UE A is carried.
  • the AS receives the SDP information of the UE A through the ACK (acknowledgement) response to the UE C.
  • the UE C and the UE A can complete the media negotiation and can normally talk.
  • the present invention also discloses a switchboard service application server. As shown in FIG. 4, the server includes: a transit module, configured to call the target user according to an indication of a switchboard service server during a call transfer process;
  • a call connection module configured to release the call forwarding when the destination user answers The session between the operator and the calling user continues the calling user and the destination user.
  • the call connection module is configured to release a session between the operator and the calling user who performs the call transfer, including:
  • the call connection module is configured to send a BYE message to the operator.
  • the switchboard service application server further includes:
  • the response module is configured to send, to the switchboard service web server, a notification message indicating that the call between the attendant and the destination user has ended when the destination user answers.
  • the call connection module is configured to connect the calling user and the destination user, and the method includes: the call connection module is configured to send a REINVITE request to the destination user, where the calling user is carried
  • the session description protocol (SDP) information is further configured to: after receiving the 200 OK response for the REINVITE request returned by the called user, send an acknowledgement (ACK) response to the calling user;
  • the OK response carries the SDP information of the called user, and the ACK response carries the SDP information of the called user.
  • the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
  • the present invention uses the calling party to call the switchboard number, and after an attendant answers the caller number, if the calling user has a request to transfer to another user, the attendant enters the destination subscriber number on the WEB client, and the AS calls.
  • the destination user when the destination user picks up the phone, the attendant exits the call, and the AS bridges the call between the calling user and the destination user. Realize the effect of the attendant answering the transfer call.
  • the embodiment of the present invention belongs to a B2B (back-to-back) call type service.
  • B2B back-to-back
  • CS Circuit Switch Domain
  • PS Packet Switch
  • the advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.

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  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

An operator call forwarding method and a switchboard service application server, applied in a central exchange (Centrex) switchboard service. The method comprises: in a call forwarding process, a switchboard service application server calling a target user according to an instruction of a switchboard service web server; when the target user answers, the switchboard service application server releasing a conversation between an operator forwarding the call and a calling user, and connecting the calling user and the target user. In the present invention, after the call, the operator can directly forward the call to a specified user without performing an inquiry process, and during the call forwarding process, once the called user picks up the phone and answers, the operator can immediately exit the call, so that the operator can continue to be in an idle state and process a new call.

Description

一种话务员呼叫转接的方法和总机业务应用服务器  Method for operator call transfer and switchboard service application server
技术领域 Technical field
本发明涉及 IMS ( IP Multimedia Subsystem, IP多媒体子***） 、 NGN ( Next Generation Network, 下一代通信网络） 网络下的智能网通讯领域， 尤 其涉及一种话务员呼叫转接的方法和总机业务应用服务器。  The present invention relates to the field of intelligent network communication under the IMS (IP Multimedia Subsystem, IP Multimedia Subsystem) and NGN (Next Generation Network) networks, and more particularly to an operator call transfer method and a switchboard service application server.
背景技术 Background technique
Centrex ( Central Exchange , 集中式用户交换机 )业务是在电话局或电信 公司的交换机上将部分用户划分为一个基本用户群， 向该用户群提供用户专 用交换机的各种功能， 同时还可以提供一些特有的服务功能。 但在这个用户 群中并不存在实际的专用交换机， Centrex业务所需要的所有硬件都在电话局 或电信公司的交换机内， 用户对内、 对外的交换集中在电话局或电信公司的 交换机中， 因此 Centrex也被称为虚拟用户交换机。 Centrex业务组网灵活， 并且能方便地增加或减少容量。 在厂矿企业、 院校、 政府机关、 集团公司、 宾馆酒店、 医院、 金融机构等集团用户中得到广泛应用。  The Centrex (Central Exchange, Centralized User Switch) service divides some users into a basic user group on the switch of a telephone office or a telecom company, and provides various functions of the user-specific switch to the user group, while also providing some unique features. Service features. However, there is no actual private switch in this user group. All the hardware required for the Centrex service is in the switch of the telephone office or the telecommunication company. The internal and external exchange of users is concentrated in the switch of the telephone office or the telecommunication company. Therefore, Centrex is also known as a virtual subscriber switch. The Centrex business network is flexible and can easily increase or decrease capacity. It is widely used in group users such as factories and mines, universities, government agencies, group companies, hotels, hospitals, financial institutions.
釆用 Centrex 业务的集团用户的总机对应的号码称为主号码 （Main Number ) , 也叫总机号码。 Centrex业务包括分机业务和总机业务， 总机业务 包括呼入流程和呼出流程。 呼入流程， 即群内、 外的用户拨打总机号码， 触 发总机业务， 业务根据某种策略选择呼叫其中一个话务员， 话务员接听后， 业务将主叫用户与话务员桥接通话； 呼出流程， 即话务员呼出， 触发总机业 务， 业务先呼叫话务员， 话务员摘机后， 再呼叫被叫用户， 被叫用户来电显 示号码为总机号码， 被叫用户摘机后， 业务将话务员与被叫用户桥接通话。  The number corresponding to the switchboard of the group user of the Centrex service is called the Main Number, also called the switchboard number. The Centrex business includes extension services and switchboard services, and the switchboard business includes the inbound and outbound processes. The incoming call process means that the user inside and outside the group dials the switchboard number to trigger the switchboard service. The service chooses to call one of the attendants according to a certain policy. After the attendant answers the call, the service bridges the call between the caller and the attendant; the outgoing call process, that is, the caller is called out. The switchboard service is triggered. The service first calls the attendant. After the attendant picks up the phone, the caller calls the called party. The called party's caller ID number is the switchboard number. After the called party picks up the phone, the service bridges the call with the called party.
群内用户可以是传统用户如公共交换电话网络 （Public Switched Telephone Network, 简称为 PSTN ) 、 全球移动通信***（ Global System for Mobile Communications, 简称为 GSM )和码分多址 ( Code Division Multiple Access, 简称为 CDMA ) 的用户， 也可以是新型用户如软终端、 综合接入设 备 ( Integrated Access Device, 简称为 IAD ) 、 网络协议 ( Internet Protocol, 简称为 IP )话机和视频终端的用户。 发明内容 Users in the group can be traditional users such as Public Switched Telephone Network (PSTN), Global System for Mobile Communications (GSM), and Code Division Multiple Access (Code Division Multiple Access). For CDMA users, users of new types of users such as soft terminals, integrated access devices (IADs), network protocols (IPs), and video terminals. Summary of the invention
如图 1所示， 实现 Centrex业务的***包括： 话务员 WEB客户端、 总机 业务 WEB服务器（Switchboard Web Server, 简称 SWS ) 、 总机业务应用服 务器（Application Server, 简称为 AS ) 、 媒体资源服务器（Media Resource Server, 简称为 MRS )和用户终端 （ User Equipment, 简称为 UE ) 。 该*** 具有点击拨号 （Click To Dial, 简称为 CTD )业务的功能。 图 1中隐藏了 IP 多媒体子***（ IP Multimedia Subsystem,简称为 IMS )或下一代通信网络( Next Generation Network, 简称为 NGN ) 的拓朴结构。 实现中， AS、 MRS及 UE 是接入 IMS或 NGN网络中的。  As shown in Figure 1, the system for implementing the Centrex service includes: an operator WEB client, a switchboard Web server (SWS), an application server (Application Server, abbreviated as AS), and a media resource server (Media Resource). Server, referred to as MRS) and User Equipment (UE). The system has the function of Click To Dial (CTD) service. The topology structure of the IP Multimedia Subsystem (IMS) or the Next Generation Network (NGN) is hidden in Figure 1. In implementation, the AS, MRS, and UE are in the IMS or NGN network.
下面对实现 Centrex业务的***的各部分的功能进行介绍。  The following describes the functions of the various parts of the system that implement the Centrex business.
话务员 WEB客户端是提供给话务员的装置， 用于发起呼叫或进行呼叫 控制， 如个人计算机（Personal Computer, 简称为 PC ) 、 第三代移动通信技 术（ 3rd-Generation, 简称为 3G )终端等；  The operator WEB client is a device provided to the operator for initiating a call or performing call control, such as a personal computer (PC), a third-generation mobile communication technology (3rd-Generation, referred to as 3G) terminal, and the like;
SWS 用于提供总机业务呼叫超文本传输协议 （ HyperText Transfer Protocol, 简称为 HTTP )服务功能， 如： 用户登录、 通话号码填写、 通话控 制及信息显示界面等功能；  The SWS is used to provide HyperText Transfer Protocol (HTTP) service functions such as user login, call number filling, call control, and information display interface.
AS用于提供底层总机业务功能， 如： 呼叫控制、 状态上报、 话单生成等 功能；  The AS is used to provide the functions of the underlying switchboard services, such as call control, status report, and bill generation.
MRS用于提供语音媒体， 可以釆用媒体资源服务器（Media Server, 简 称为 MS ) 实现；  MRS is used to provide voice media, which can be implemented by Media Server (abbreviated as MS).
UE用于群内用户的通话， 具体物理设备可以是： 固定电话、 手机或者视 频终端等。  The UE is used for the call of the user in the group, and the specific physical device may be: a fixed telephone, a mobile phone or a video terminal.
下面对实现 Centrex业务的***中各部分之间使用的协议进行介绍。  The following describes the protocols used between the various parts of the system that implement the Centrex service.
话务员 WEB客户端与 SWS之间为 HTTP服务调用， 使用 HTTP;  The operator between the WEB client and the SWS is called HTTP service, using HTTP;
SWS与 AS之间为服务器间通讯， 釆用应用层协议， 该应用层协议可根 据具体需要使用可扩展标记语言（ Extensible Markup Language,简称为 XML )。 如果不釆用应用层协议， 可以自定义传输控制协议 （Transmission Control Protocol, 简称为 TCP ) 消息体， 如使用 R01 内部通信， 即通过 R01 中消息 体的第一个字段 Funcid (功能号）来区分不同的操作， 进行业务的状态事件 上报； The inter-server communication between the SWS and the AS uses an application layer protocol. The application layer protocol can use an Extensible Markup Language (XML) according to specific needs. If you do not use the application layer protocol, you can customize the Transmission Control Protocol (TCP) message body, such as using R01 internal communication, that is, through the message in R01. The first field of the body, Funid (function number), to distinguish different operations, and to report the status of the business;
AS与 MRS或 UE之间通过媒体协商协议进行呼叫通话， AS与 UE之间 互通， AS与 MRS之间通常使用 SIP或媒体网关控制协议（Media Gateway Control Protocol, 简称为 MGCP ) , 具体取决于 MRS所支持的协议类型； The call is made between the AS and the MRS or the UE through the media negotiation protocol. The AS and the UE communicate with each other. The SIP and the Media Gateway Control Protocol (MGCP) are usually used between the AS and the MRS, depending on the MRS. The type of protocol supported;
UE与 MRS之间根据呼叫时媒体包的编解码格式、 收发端口及带宽传输 速率等进行媒体协商， 完成媒体流的传送。 The media negotiation is performed between the UE and the MRS according to the codec format, the transceiver port, and the bandwidth transmission rate of the media packet at the time of the call, and the media stream is transmitted.
在图 1所示***中， 在实现基于总机业务的接听转接功能时， 对各网元 说明如下：  In the system shown in Figure 1, when implementing the call forwarding function based on the switchboard service, the NEs are described as follows:
用户终端 （ User Equipment, 简称 UE ) ： 用户发起呼叫、 接听呼叫以及 做其他呼叫操作的装置， 如 C网或 G网手机、 PSTN终端、 IMS终端等； 总机业务应用服务器（ Switchboard Application Server, 简称 Switchboard User Equipment (UE): A device that initiates a call, answers a call, and performs other call operations, such as a C- or G-network phone, a PSTN terminal, an IMS terminal, etc.; Switchboard Application Server (Switchboard Application Server, referred to as Switchboard)
AS ) ： 提供底层业务能力， 如： 呼叫控制等功能； AS): Provides the underlying business capabilities, such as: call control and other functions;
MRS: 一般为 MS, 用于提供语音媒体能力， 如在呼叫保持过程中给被 保持方用户播放呼叫保持提示音等；  MRS: generally MS, used to provide voice media capabilities, such as playing a call hold tone to the held party user during call hold;
SWS: 提供 web后台复杂逻辑处理， 能够依据话务台 WEB客户端的操 作触发 SLP ( Service Location Protocol, 服务定位协议 )主业务； 实现话务台 排队机功能， 能够按照既定的排队策略合理分配话务台来话， 和 SLP业务通 过 R01消息交互。  SWS: Provides complex logical processing of the web background, which can trigger the SLP (Service Location Protocol) main service according to the operation of the console WEB client; realize the console queue function, and can distribute traffic according to the established queuing strategy. The incoming message, and the SLP service interact with the R01 message.
话务员 Web客户端（ Switchboard Web Client, 简称 SWC )： 就是一个软 终端， 具备和 SWS通讯的功能， Centrex总机业务中的话务员均使用 Web的 方式通过该客户端登陆注册的。  The Switchboard Web Client (SWC) is a soft terminal that has the function of communicating with SWS. The attendants in the Centrex switchboard business use the Web to log in through the client.
话务员在进行呼叫转接时， 主要釆用盲转和询问转两种方式， 但每种方 式都有各自的缺陷。  When the caller performs call transfer, he mainly uses blind transfer and inquiry transfer, but each mode has its own defects.
所谓话务员盲转来话， 是指用户拨打融合总机号码并选择人工服务， 某 话务员接通来话后， 按照用户的需求， 直接将来话转接到某分机号码（无需 听到分机振铃， 话务台直接退出会话） ， 且该分机来电显示的号码应该是来 电用户的号码。 分机接听后， 可与来电用户正常通话。 由于还没有呼叫转接 到目的用户时话务员就已经退出了， 因此该方式无法保证每一次呼叫转接都 能成功。 The so-called operator turns blindly, that is, the user dials the converged switchboard number and selects the manual service. After an attendant connects to the call, according to the user's needs, the direct transfer is forwarded to an extension number (no need to hear the extension ringing) The station directly exits the session), and the extension number of the extension should be The number of the electric user. After the extension answers, it can talk to the incoming caller normally. Since the attendant has logged out when there is no call forwarding to the destination user, this method cannot guarantee that every call transfer will succeed.
所谓话务员询问转接来话， 是指用户拨打话务台号码并选择人工服务， 某话务员接通来话后， 按照用户提供的信息， 呼叫某分机号码； 分机应答并 得到其允许后， 话务员将来电用户与分机接通， 然后退出会话。 但该方式在 话务员呼叫转接到目的用户并与该目的用户通话结束前， 需要让原主叫用户 收听呼叫保持提示音， 如果时间一长， 原主叫用户可能就会由于没有耐心等 下去而直接挂机。 此外， 在转接过程中目的用户未必摘机， 即使摘机也未必 愿意与原主叫用户通话， 话务员在此种情况下难以控制； 而且如果目的用户 迟迟不摘机， 也不利于话务员资源的释放， 进而影响呼叫转接业务的效率。  The so-called operator asks for the incoming call, which means that the user dials the attendant station number and selects the manual service. After an attendant connects the incoming call, according to the information provided by the user, call an extension number; after the extension answers and gets its permission, the attendant will The incoming caller connects to the extension and then exits the session. However, this method needs to let the original calling user listen to the call holding tone before the caller transfers the call to the destination user and ends the call with the destination user. If the time is long, the original calling user may wait for no patience. Hang up directly. In addition, during the transfer process, the destination user does not have to go off-hook, even if he is off-hook, he may not be willing to talk to the original calling party. The operator is difficult to control under such circumstances; and if the destination user does not pick up the phone, it is not conducive to the operator resources. The release, which in turn affects the efficiency of the call forwarding service.
本发明的目的在于提供一种话务员呼叫转接的方法和总机业务应用服务 器， 以解决传统呼叫转接即盲转、 询问转接相应缺陷。 It is an object of the present invention to provide a method for operator call forwarding and a switchboard service application server to solve the conventional call forwarding, that is, blind transfer, and inquiry transfer corresponding defects.
为解决上述问题， 本发明提供了一种话务员呼叫转接的方法， 应用于集 中式用户交换机（Centrex ) 总机业务中， 包括：  To solve the above problem, the present invention provides a method for call forwarding of an operator, which is applied to a centralized user switch (Centrex) switchboard service, including:
在呼叫转接过程中， 总机业务应用服务器根据总机业务 Web服务器的指 示呼叫所述目的用户；  During the call transfer process, the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
在所述目的用户接听时， 所述总机业务应用服务器释放执行本次呼叫转 接的话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。  When the destination user answers, the switchboard service application server releases the session between the operator performing the call transfer and the calling user, and the caller and the destination user are connected.
优选地， 总机业务应用服务器释放执行本次呼叫转接的话务员与主叫用 户之间的会话包括： 所述总结业务应用服务器向所述话务员发送 BYE消息。  Preferably, the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the summarizing service application server sends a BYE message to the attendant.
优选地， 所述方法还包括： 在所述目的用户接听时， 所述总机业务应用 服务器还向所述总机业务 Web服务器发送表示所述话务员与所述目的用户之 间的通话已结束的通知消息；所述总机业务 Web服务器收到所述通知消息后， 获知所述话务员已变为空闲态。  Preferably, the method further includes: when the destination user answers, the switchboard service application server further sends a notification message indicating that the call between the attendant and the destination user has ended to the switchboard service web server. After receiving the notification message, the switchboard service web server knows that the operator has become idle.
优选地， 所述接续所述主叫用户和所述目的用户， 包括：  Preferably, the connecting the calling user and the destination user, including:
所述总机业务应用服务器向所述目的用户发送再次邀请 ( REINVITE )请 求， 其中携带所述主叫用户的会话描述协议（SDP )信息； The switchboard service application server sends a re-invitation (REINVITE) to the destination user. Soliciting, the session description protocol (SDP) information of the calling user is carried;
所述被叫用户向所述总机业务应用服务器返回针对所述 REINVITE请求 的 200 OK响应， 其中携带所述被叫用户的 SDP信息；  The called user returns a 200 OK response for the REINVITE request to the switchboard service application server, where the SDP information of the called user is carried;
所述总机业务应用服务器所述 200 OK响应后，向所述主叫用户发送确认 ( ACK )响应， 其中携带所述被叫用户的 SDP信息；  After the 200 OK response of the switchboard service application server, the device sends an acknowledgement (ACK) response to the calling user, where the SDP information of the called user is carried;
所述主叫用户和所述被叫用户完成媒体协商后进行正常通话。  The calling user and the called user complete a normal call after completing media negotiation.
优选地， 所述 SDP信息中包括： IP地址、 端口号、 音视频能力及编码格 式信息。  Preferably, the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
相应地， 本发明提供了一种总机业务应用服务器， 应用于集中式用户交 换机（Centrex ) 总机业务中， 包括：  Accordingly, the present invention provides a switchboard service application server for use in a centralized subscriber exchange (Centrex) switchboard service, including:
转接模块， 其设置为： 在呼叫转接过程中， 根据总机业务 Web服务器的 指示呼叫所述目的用户；  a switching module, configured to: call the destination user according to an indication of a switchboard service web server during a call transfer process;
呼叫接续模块， 其设置为： 在所述目的用户接听时， 释放执行本次呼叫 转接的话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。  The call connection module is configured to: when the destination user answers, release a session between the operator performing the call transfer and the calling user, and connect the calling user and the destination user.
优选地， 所述呼叫接续模块设置为： 释放执行本次呼叫转接的话务员与 主叫用户之间的会话， 包括： 向所述话务员发送 BYE消息。  Preferably, the call connection module is configured to: release a session between the operator and the calling user who performs the current call transfer, including: sending a BYE message to the operator.
优选地， 所述总机业务应用服务器中还包括：  Preferably, the switchboard service application server further includes:
响应模块， 设置为： 在所述目的用户接听时， 向所述总机业务 Web服务 器发送表示所述话务员与所述目的用户之间的通话已结束的通知消息。  The response module is configured to: when the destination user answers, send a notification message to the switchboard service web server indicating that the call between the attendant and the destination user has ended.
优选地， 所述呼叫接续模块设置为： 接续所述主叫用户和所述目的用户， 包括： 向所述目的用户发送再次邀请（REINVITE )请求， 其中携带所述主叫 用户的会话描述协议 （SDP )信息； 在收到所述被叫用户返回的针对所述 REINVITE请求的 200 OK响应后， 向所述主叫用户发送确认（ ACK )响应； 其中， 所述 200 OK响应中携带有所述被叫用户的 SDP信息， 所述 ACK响应 中携带有所述被叫用户的 SDP信息。  Preferably, the call connection module is configured to: connect the calling user and the destination user, and include: sending a REINVITE request to the destination user, where the session description protocol of the calling user is carried SDP) information; after receiving the 200 OK response for the REINVITE request returned by the called user, sending an acknowledgement (ACK) response to the calling user; wherein the 200 OK response carries the The SDP information of the called user, where the ACK response carries the SDP information of the called user.
优选地， 所述 SDP信息中包括： IP地址、 端口号、 音视频能力及编码格 式信息。 本发明实施例属于一种 B2B (背靠背式）呼叫类服务， 随着 3G网络的 崛起， CS ( Circuit Switch, 电路域）与 PS ( Packet Switch, 分组域） 网络的 融合， 使得该业务有着广阔的应用前景和使用空间。 优点在于： 实现了话务 员在通话后可直接将呼叫转接到某一个指定用户， 而无需经过询问过程， 且 在转接呼叫的过程中， 只要被叫用户摘机接听， 那么话务员就立即退出此呼 叫， 这样便于话务员继续处于空闲状态并能受理新呼叫。 Preferably, the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information. The embodiment of the present invention belongs to a B2B (back-to-back) call type service. With the rise of the 3G network, the convergence of the CS (Circuit Switch Domain) and the PS (Packet Switch) network makes the service have a broad Application prospects and usage space. The advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.
附图概述 BRIEF abstract
图 1 为实现 Centrex业务的***网元结构图；  Figure 1 shows the structure of the system network element for implementing the Centrex service;
图 2 为本发明实施例中实现话务员呼叫转接的方法流程图；  2 is a flowchart of a method for implementing call forwarding of an operator in an embodiment of the present invention;
图 3 为本发明具体实施例的信令流程图；  3 is a signaling flowchart of a specific embodiment of the present invention;
图 4为本发明实施例中总机业务 AS的模块结构图。  FIG. 4 is a block diagram of a switchboard service AS in an embodiment of the present invention.
本发明的较佳实施方式 Preferred embodiment of the invention
为使本发明的目的、 技术方案和优点更加清楚明白， 下文中将结合附图 对本发明的实施例进行详细说明。 需要说明的是， 在不冲突的情况下， 本申 请中的实施例及实施例中的特征可以相互任意组合。  In order to make the objects, the technical solutions and the advantages of the present invention more clearly, the embodiments of the present invention will be described in detail below with reference to the accompanying drawings. It should be noted that, in the case of no conflict, the features in the embodiments and the embodiments of the present application may be arbitrarily combined with each other.
本实施例所述基于 Centrex总机业务的呼叫转接方法属于通话后切换的 业务， 其含义是当任一用户 A呼叫总机号码后， 总机业务将来话分配至某一 空闲的话务员， 话务员与 A通话后， 征得用户 A的同意后将话路转接至用户 C, 在 C接听的时候， 总机业务 AS释放此话务员， 接通 C和 A的通话。 在 本文中， 可将此业务简称为接听转接业务。  The call forwarding method based on the Centrex switchboard service in this embodiment belongs to the service after the call, and the meaning is that when any user A calls the switchboard number, the switchboard service is assigned to an idle attendant, and the attendant and the A call. After that, the user's consent is transferred to the user C. When the C is answered, the switchboard service AS releases the attendant and connects the call between C and A. In this paper, this service can be referred to as the answering and forwarding service.
在本实施例中，一种话务员呼叫转接的方法，应用于 Centrex总机业务中， 包括：  In this embodiment, a method for operator call forwarding is applied to the Centrex switchboard service, including:
在呼叫转接过程中， 总机业务应用服务器根据总机业务 Web服务器的指 示呼叫所述目的用户；  During the call transfer process, the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
在所述目的用户接听时， 所述总机业务应用服务器释放执行本次呼叫转 接的话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。 具体地，本实施例实现于 Centrex总机业务中，作为总机业务的一个功能 模块来实现。 如图 2所示， 包括如下步骤： When the destination user answers, the switchboard service application server releases the session between the operator and the calling user who performs the call transfer, and the caller and the destination user are connected. Specifically, the embodiment is implemented in the Centrex switchboard service, and is implemented as a functional module of the switchboard service. As shown in Figure 2, the following steps are included:
步骤 1 :任一类型的用户 A呼叫 Centrex总机业务中某一集团对外提供的 总机号码；  Step 1: Any type of user A calls the switchboard number provided by a group in the Centrex switchboard business;
步骤 2: 总机业务 AS向 MRS申请为用户 A播放预定义的提示音（如欢 迎词等） ；  Step 2: The switchboard service AS applies to the MRS to play a predefined prompt tone (such as a welcome word, etc.) for the user A;
步骤 3: 总机业务 AS向 SWS上报用户 A的来话状态， 即总机业务 AS 告知 SWS有用户 A呼入， 以便 SWS将相关消息显示在被排队分配的话务员 对应的话务员 WEB客户端的界面上：  Step 3: The switchboard service AS reports the incoming call status of user A to the SWS, that is, the switchboard service AS tells the SWS that the user A calls in, so that the SWS displays the related message on the interface of the operator WEB client corresponding to the queued operator:
步骤 4: SWS将用户 A分配至某一登录且空闲的话务员 B,且 SWS通知 总机业务 AS为用户 A播放用户排队等待音， 由总机业务 AS通知 MRS为用 户 A播放用户排队等待音；  Step 4: The SWS assigns the user A to a registered and idle attendant B, and the SWS notifies the switchboard service AS that the user A plays the user queue waiting tone, and the switchboard service AS notifies the MRS that the user A plays the user queue waiting tone;
步骤 5: 话务员 B受理后， 用户 A和话务员 B通话， 总机业务 AS记录 用户 A和话务员 B的呼叫相关信息， 包括电话号码、 会话号、 SDP ( Session Description Protocol, 会话描述协议)信息等， 其中 SDP信息包括 IP地址、 端 口号、 音视频能力及编码格式等；  Step 5: After the operator B accepts, the user A and the attendant B make a call, and the switchboard service AS records the call related information of the user A and the attendant B, including the phone number, the session number, the SDP (Session Description Protocol) information, and the like. The SDP information includes an IP address, a port number, an audio and video capability, and an encoding format.
步骤 6:话务员 B在其话务员 WEB客户端上输入接听转接至目的用户 C 的号码， 并点击接听转接按钮；  Step 6: The operator B enters the number of the transfer destination to the destination user C on his operator WEB client, and clicks the answer transfer button;
步骤 7: SWS指示总机业务 AS进行接听转接， 总机业务 AS呼叫目的 用户 C;  Step 7: The SWS indicates the switchboard service AS performs the call transfer, the switchboard service AS calls the destination user C;
步骤 8: 在目的用户 C接听的同时， 总机业务 AS向 SWS上报消息以释 放话务员 B,同时接续用户 A和用户 C,使得用户 A和用户 C之间能够通话。  Step 8: While the destination user C answers, the switchboard service AS reports the message to the SWS to release the attendant B, and simultaneously connects the user A and the user C, so that the user A and the user C can talk.
下面用一个应用示例对本发明进行进一步说明。  The invention is further illustrated by an application example below.
如图 3所述， UE A是任一类型用户， UE B是通过话务员 WEB客户端 登陆的 Centrex总机业务话务员， UE C是任一类型用户。 Centrex总机业务中 呼叫转接功能的实现方法， 具体信令流程如下：  As shown in FIG. 3, UE A is any type of user, UE B is a Centrex switchboard service attendant logged in through the operator WEB client, and UE C is any type of user. The implementation method of the call forwarding function in the Centrex switchboard service, the specific signaling process is as follows:
步骤 301 : UE A呼叫 Centrex业务的某一集团对外提供的总机号码， 即 UE A发送 invite (邀请）请求消息至总机业务 AS, 其中携带有 UE A的 SDP 信息， 该 SDP信息主要包括： UE A的 IP地址、 端口号、 音视频能力及编码 格式等相关媒体信息； Step 301: The UE A calls the switchboard number provided by a group of the Centrex service, that is, the UE A sends an invite request message to the switchboard service AS, where the SDP of the UE A is carried. Information, the SDP information mainly includes: UE A's IP address, port number, audio and video capabilities, and encoding format and other related media information;
步骤 302: 总机业务 AS向媒体资源服务器申请放音， 通过 SIP协议信令 183给 UE A放音； 其中， SIP协议信令 183中携带有媒体资源服务器的 SD 信息， SDP信息主要包括： 媒体资源服务器的 IP地址、 端口号、 音视频能力 及编码格式等相关媒体信息；  Step 302: The switchboard service AS applies to the media resource server for playback, and the UE protocol is played by the SIP protocol signaling 183. The SIP protocol signaling 183 carries the SD information of the media resource server, and the SDP information mainly includes: Relevant media information such as the server's IP address, port number, audio and video capabilities, and encoding format;
步骤 303:总机业务 AS通过内部 R01接口中消息体的功能号和消息的事 件号接口向 SWS上报此次呼叫， 如呼叫的 Funcid功能号填写 1006 (表示总 机业务 AS上报有新来电请求排队）、 事件号填写 40010 (表示业务上报处于 等待状态的来电， 也就是总机业务 AS上报有新呼叫呼入） ， 同时上报消息 中还携带有为本次呼叫分配的 SlpSessionld (会话号） 、 主叫号码等；  Step 303: The switchboard service AS reports the call to the SWS through the function number of the message body in the internal R01 interface and the event number interface of the message, for example, the Funidid function number of the call is filled in 1006 (indicating that the switchboard service has reported a new call request queue), The event number is filled in 40010 (indicating that the service is reporting a call in the waiting state, that is, the switchboard service has reported a new call incoming), and the report message also carries the SlpSessionld (session number), the calling number, etc. allocated for the call. ;
步骤 304: SWS向总机业务 AS回复响应消息， 如其中 Funcid功能号填 写 1007 (表示 UE A已经被分配到话务员） ， 同时还携带请求消息中携带的 SlpSessionld, 被分配的话务员的号码标识及是否排队成功标识等；  Step 304: The SWS returns a response message to the switchboard service AS, where the Funcid function number is filled in 1007 (indicating that UE A has been assigned to the operator), and also carries the SlpSessionld carried in the request message, the assigned operator's number identifier and whether to queue Successful identification, etc.;
步骤 305: 在获知话务员用户 B (以 Web方式登陆客户端） 受理本次呼 叫后， SWS向总机业务 AS发送请求消息， 其中 Funcid功能号填写 1009 (表 示话务员已受理呼叫） 、 事件号填写 59050 (表示业务话务台要处理某个来 电） ， 同时还携带有本次会话的 SlpSessionld (会话号） 、 主叫号码、 话务员 用户 B的号码等；  Step 305: After the operator A is notified that the operator B (login to the client by Web) accepts the call, the SWS sends a request message to the switchboard service AS, where the Funcid function number is filled in 1009 (indicating that the operator has accepted the call), and the event number is filled in 59050 ( Indicates that the service console is to handle an incoming call), and also carries the SlpSessionld (session number), the calling number, the number of the attendant user B, etc. of the session;
步骤 306: 总机业务 AS向总机业务 Web Server回复响应消息， 如其中 Step 306: The switchboard service AS sends a response message to the switchboard Web server, such as
Funcid功能号填写 1010 (表示呼叫受理成功） ； Fill in the Funcid function number 1010 (indicating that the call is accepted successfully);
步骤 307: 才艮据步骤 305中所带的消息知道被叫话务员用户 B的号码后， 总机业务 AS下发 INVITE消息至此话务员用户 B;  Step 307: After knowing the number of the called operator user B according to the message carried in step 305, the switchboard service AS sends an INVITE message to the attendant user B;
步骤 308~311： 话务员用户 B向总机业务 AS返回针对 INVITE消息的 200 OK响应，其中携带话务员用户 B的 SDP信息，总机业务 AS通过 UPDATE (更新） 消息携带话务员用户 B的 SDP信息给 UE A, UE A在返回的针对 UPDATE消息的 200 OK响应中携带本终端的 SDP信息， 总机业务 AS通过 ACK响应把 UE A的 SDP信息提供给话务员用户 B,这样用户 A和话务员用 户 B就可以正常通话了； Steps 308-311: The attendant user B returns a 200 OK response to the INVITE message to the switchboard service AS, where the SDP information of the operator B is carried, and the switchboard service AS carries the SDP information of the operator B to the UE A through the UPDATE message. The UE A carries the SDP information of the terminal in the returned 200 OK response for the UPDATE message, and the switchboard service AS provides the SDP information of the UE A to the operator B through the ACK response, so that the user A and the operator use User B can talk normally;
步骤 312:总机业务 AS向 SWS上报话务员用户 B和用户 A的通话状态， 如其中 Funcid功能号填写 1004,其中 Phonestat(通话状态）填写通话中。 SWS 可将该通话状态发送给话务员 B所在的话务员 Web客户端，该客户端可将该 通话状态显示给话务员， 以提示话务员当前通话状态；  Step 312: The switchboard service AS reports the call state of the operator B and the user A to the SWS, for example, the Funcid function number is filled in 1004, and the Phonestat (call state) is filled in the call. The SWS can send the call status to the operator Web client where the operator B is located, and the client can display the call status to the operator to prompt the attendant to the current call state;
步骤 313 314: SWS向总机业务 AS发送 Funcid功能号为 1013 (表示话 务员转接）的 R01接口消息， 如消息中的 Mode (转接类型）填写 0 (表示接 听转接）， 总机业务 AS向 SWS返回 1014响应消息， 消息中携带 Result (呼 叫结果）、要转接的目的用户 C的号码等； 其中， 该 Result字段的值表示 AS 对 SWS发来的接听转接的响应结果， 如为 0表示成功响应， AS将做接听转 接地相关操作， 继续后续流程； 如为 1表示失败响应， AS因为***忙等原因 不做接听转接， 接听转接的流程到此结束；  Step 313 314: The SWS sends the R01 interface message with the Funidic function number 1013 (indicating the operator transfer) to the switchboard service AS. For example, the Mode (transfer type) in the message is filled with 0 (indicating the call transfer), and the switchboard service AS is directed to the SWS. Returning the 1014 response message, the message carries the Result (call result), the number of the destination user C to be transferred, and the like; wherein, the value of the Result field indicates the response result of the AS to the answer transfer sent by the SWS, such as 0. If the response is successful, the AS will perform the operation related to the call forwarding and continue the subsequent process. If 1 indicates a failure response, the AS does not answer the call because the system is busy, and the process of receiving the transfer ends.
步骤 315 318: 总机业务 AS在收到表示成功响应的响应消息后， 下发 invite消息至目的用户 C, 目的用户 C回复接听响应消息至总机业务 AS。 当 总机业务 AS收到目的用户 C发来的针对 invite的摘机响应 200 OK后， 立即 释放 UE A与话务员用户 B之间的会话， 即发送 BYE消息给话务员用户 B, 同时给 SWS发送接口消息， 如 Funcid功能号为 1004, 其中 Phonestat (通话 状态） 中携带的值表示通话结束， 话务员用户 B就退出整个呼叫， 变成空闲 状态， 可再受理其它呼叫；  Step 315 318: After receiving the response message indicating the successful response, the AS sends an invite message to the destination user C, and the destination user C replies to the response message to the switchboard service AS. When the switchboard service AS receives the off-hook response 200 for the invite sent by the destination user C, immediately releases the session between the UE A and the operator B, that is, sends a BYE message to the operator B, and sends an interface message to the SWS. If the Funcid function number is 1004, where the value carried in the Phonestat indicates that the call is over, the operator B exits the entire call and becomes idle, and can accept other calls;
步骤 319 321： 总机业务 AS向 UE A发送 REINVITE (再次邀请 )请求， 其中携带 UE C的 SDP信息， UE A向总机业务 AS返回针对 REINVITE请求 的 200 OK响应， 其中携带 UE A的 SDP信息， 总机业务 AS收到后， 再通过 ACK (确认）响应携带 UE A的 SDP信息给 UE C, UE C与 UE A完成媒体 协商可正常通话。 本发明还公开了一种总机业务应用服务器， 如图 4所示， 该服务器包括： 转接模块， 用于在呼叫转接过程中， 根据总机业务 Web服务器的指示呼 叫所述目的用户；  Step 319 321: The switchboard service AS sends a REINVITE request to the UE A, where the SDP information of the UE C is carried, and the UE A returns a 200 OK response to the REINVITE request to the switchboard service AS, where the SDP information of the UE A is carried. After receiving the service, the AS receives the SDP information of the UE A through the ACK (acknowledgement) response to the UE C. The UE C and the UE A can complete the media negotiation and can normally talk. The present invention also discloses a switchboard service application server. As shown in FIG. 4, the server includes: a transit module, configured to call the target user according to an indication of a switchboard service server during a call transfer process;
呼叫接续模块， 用于在所述目的用户接听时， 释放执行本次呼叫转接的 话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。 a call connection module, configured to release the call forwarding when the destination user answers The session between the operator and the calling user continues the calling user and the destination user.
其中， 呼叫接续模块用于释放执行本次呼叫转接的话务员与主叫用户之 间的会话， 具体包括：  The call connection module is configured to release a session between the operator and the calling user who performs the call transfer, including:
所述呼叫接续模块用于向所述话务员发送 BYE消息。  The call connection module is configured to send a BYE message to the operator.
较佳地， 所述总机业务应用服务器， 还包括：  Preferably, the switchboard service application server further includes:
响应模块， 用于在所述目的用户接听时， 向所述总机业务 Web服务器发 送表示所述话务员与所述目的用户之间的通话已结束的通知消息。  The response module is configured to send, to the switchboard service web server, a notification message indicating that the call between the attendant and the destination user has ended when the destination user answers.
较佳地，  Preferably,
所述呼叫接续模块用于接续所述主叫用户和所述目的用户， 具体包括： 所述呼叫接续模块用于向所述目的用户发送再次邀请（REINVITE )请求， 其中携带所述主叫用户的会话描述协议（SDP )信息； 还用于在收到所述被 叫用户返回的针对所述 REINVITE请求的 200 OK响应后， 向所述主叫用户 发送确认 ( ACK )响应； 其中， 所述 200 OK响应中携带有所述被叫用户的 SDP信息， 所述 ACK响应中携带有所述被叫用户的 SDP信息。  The call connection module is configured to connect the calling user and the destination user, and the method includes: the call connection module is configured to send a REINVITE request to the destination user, where the calling user is carried The session description protocol (SDP) information is further configured to: after receiving the 200 OK response for the REINVITE request returned by the called user, send an acknowledgement (ACK) response to the calling user; The OK response carries the SDP information of the called user, and the ACK response carries the SDP information of the called user.
较佳地， 所述 SDP信息中包括： IP地址、 端口号、 音视频能力及编码格 式信息。  Preferably, the SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
由上可知， 本发明釆用主叫用户呼叫总机号码， 总机号码下某话务员接 听后，若主叫用户有转接到其他用户的请求，则话务员在 WEB客户端上输入 目的用户号码， AS 呼叫该目的用户， 目的用户摘机时， 话务员退出通话， AS将主叫用户和目的用户桥接通话。 实现话务员接听转接通话的效果。  As can be seen from the above, the present invention uses the calling party to call the switchboard number, and after an attendant answers the caller number, if the calling user has a request to transfer to another user, the attendant enters the destination subscriber number on the WEB client, and the AS calls. For the destination user, when the destination user picks up the phone, the attendant exits the call, and the AS bridges the call between the calling user and the destination user. Realize the effect of the attendant answering the transfer call.
本领域普通技术人员可以理解上述方法中的全部或部分步骤可通过程序 来指令相关硬件完成， 所述程序可以存储于计算机可读存储介质中， 如只读 存储器、 磁盘或光盘等。 可选地， 上述实施例的全部或部分步骤也可以使用 一个或多个集成电路来实现。 相应地， 上述实施例中的各模块 /单元可以釆用 硬件的形式实现， 也可以釆用软件功能模块的形式实现。 本发明不限制于任 何特定形式的硬件和软件的结合。 One of ordinary skill in the art will appreciate that all or a portion of the above steps may be accomplished by a program instructing the associated hardware, such as a read-only memory, a magnetic disk, or an optical disk. Alternatively, all or part of the steps of the above embodiments may also be implemented using one or more integrated circuits. Correspondingly, each module/unit in the above embodiment may be implemented in the form of hardware or in the form of a software function module. The invention is not limited to any specific form of combination of hardware and software.
以上所述仅为本发明的优选实施例而已， 并非用于限定本发明的保护范 围。 根据本发明的发明内容， 还可有其他多种实施例， 在不背离本发明精神 改变和变形， 凡在本发明的精神和原则之内， 所作的任何修改、 等同替换、 改进等， 均应包含在本发明的保护范围之内。 The above description is only a preferred embodiment of the present invention, and is not intended to limit the protection of the present invention. Wai. In view of the present invention, various other modifications, equivalents, improvements, etc., should be made without departing from the spirit and scope of the invention. It is included in the scope of protection of the present invention.
工业实用性 本发明实施例属于一种 B2B (背靠背式）呼叫类服务， 随着 3G网络的 崛起， CS ( Circuit Switch, 电路域）与 PS ( Packet Switch, 分组域） 网络的 融合， 使得该业务有着广阔的应用前景和使用空间。 优点在于： 实现了话务 员在通话后可直接将呼叫转接到某一个指定用户， 而无需经过询问过程， 且 在转接呼叫的过程中， 只要被叫用户摘机接听， 那么话务员就立即退出此呼 叫， 这样便于话务员继续处于空闲状态并能受理新呼叫。 Industrial Applicability The embodiment of the present invention belongs to a B2B (back-to-back) call type service. With the rise of a 3G network, the convergence of a CS (Circuit Switch Domain) and a PS (Packet Switch) network makes the service Has a broad application prospects and use space. The advantage is that: the attendant can directly transfer the call to a designated user after the call, without going through the inquiry process, and in the process of transferring the call, the operator immediately exits the call as long as the called user picks up the phone and picks up the call. Call, so that the attendant can continue to be idle and can accept new calls.

Claims

1、 一种话务员呼叫转接的方法， 应用于集中式用户交换机（Centrex )总 机业务中， 包括： 1. A method for operator call forwarding, applied to a centralized subscriber exchange (Centrex) switchboard service, including:
在呼叫转接过程中， 总机业务应用服务器根据总机业务 Web服务器的指 示呼叫所述目的用户；  During the call transfer process, the switchboard service application server calls the destination user according to the indication of the switchboard service web server;
在所述目的用户接听时， 所述总机业务应用服务器释放执行本次呼叫转 接的话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。  When the destination user answers, the switchboard service application server releases the session between the operator performing the call transfer and the calling user, and the caller and the destination user are connected.
2、 如权利要求 1所述的方法， 其中，  2. The method of claim 1 wherein
所述总机业务应用服务器释放执行本次呼叫转接的话务员与主叫用户之 间的会话， 包括：  The switchboard service application server releases the session between the attendant and the caller who performs the call transfer, including:
所述总结业务应用服务器向所述话务员发送 BYE消息。  The summary business application server sends a BYE message to the attendant.
3、 如权利要求 1或 2所述的方法， 其中， 还包括：  3. The method according to claim 1 or 2, further comprising:
在所述目的用户接听时， 所述总机业务应用服务器还向所述总机业务 Web服务器发送表示所述话务员与所述目的用户之间的通话已结束的通知消 息；  And sending, by the switchboard service application server, a notification message indicating that the call between the attendant and the destination user has ended, to the switchboard service web server;
所述总机业务 Web服务器收到所述通知消息后，获知所述话务员已变为 空闲态。  After receiving the notification message, the switchboard service web server learns that the attendant has become idle.
4、 如权利要求 1所述的方法， 其中，  4. The method of claim 1, wherein
所述接续所述主叫用户和所述目的用户， 包括：  The connecting the calling user and the destination user, including:
所述总机业务应用服务器向所述目的用户发送再次邀请（REINVITE )请 求， 携带所述主叫用户的会话描述协议（SDP )信息；  The switchboard service application server sends a re-invitation (REINVITE) request to the destination user, and carries the session description protocol (SDP) information of the calling user;
所述被叫用户向所述总机业务应用服务器返回针对所述 REINVITE请求 的 200 OK响应， 携带所述被叫用户的 SDP信息；  The called user returns a 200 OK response to the REINVITE request to the switchboard service application server, and carries the SDP information of the called user.
所述总机业务应用服务器所述 200 OK响应后，向所述主叫用户发送确认 ( ACK )响应， 携带所述被叫用户的 SDP信息；  After receiving the 200 OK response, the switchboard service application server sends an acknowledgement (ACK) response to the calling user, and carries the SDP information of the called user.
所述主叫用户和所述被叫用户完成媒体协商后进行正常通话。  The calling user and the called user complete a normal call after completing media negotiation.
5、 如权利要求 4所述的方法， 其中， 所述 SDP信息中包括： IP地址、 端口号、 音视频能力及编码格式信息。5. The method of claim 4, wherein The SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
6、 一种总机业务应用服务器， 应用于集中式用户交换机（Centrex )总机 业务中， 包括： 6. A switchboard service application server, applied to a centralized subscriber exchange (Centrex) switchboard service, including:
转接模块， 其设置为： 在呼叫转接过程中， 根据总机业务 Web服务器的 指示呼叫所述目的用户；  a switching module, configured to: call the destination user according to an indication of a switchboard service web server during a call transfer process;
呼叫接续模块， 其设置为： 在所述目的用户接听时， 释放执行本次呼叫 转接的话务员与主叫用户之间的会话， 接续所述主叫用户和所述目的用户。  The call connection module is configured to: when the destination user answers, release a session between the operator performing the call transfer and the calling user, and connect the calling user and the destination user.
7、 如权利要求 6所述的总机业务应用服务器， 其中，  7. The switchboard service application server according to claim 6, wherein
所述呼叫接续模块设置为： 释放执行本次呼叫转接的话务员与主叫用户 之间的会话， 包括： 向所述话务员发送 BYE消息。  The call connection module is configured to: release a session between the operator performing the current call transfer and the calling user, including: sending a BYE message to the operator.
8、 如权利要求 6或 7所述的总机业务应用服务器， 其中， 还包括： 响应模块， 设置为： 在所述目的用户接听时， 向所述总机业务 Web服务 器发送表示所述话务员与所述目的用户之间的通话已结束的通知消息。  The switchboard service application server according to claim 6 or 7, further comprising: a response module, configured to: when the destination user answers the call, send, to the switchboard service web server, the operator and the A notification message that the call between the destination users has ended.
9、 如权利要求 6所述的总机业务应用服务器， 其中，  9. The switchboard service application server according to claim 6, wherein
所述呼叫接续模块设置为： 接续所述主叫用户和所述目的用户， 包括： 向所述目的用户发送再次邀请 ( REINVITE )请求， 携带所述主叫用户的 会话描述协议（ SDP )信息； 在收到所述被叫用户返回的针对所述 REINVITE 请求的 200 OK响应后，向所述主叫用户发送确认（ ACK )响应； 所述 200 OK 响应中携带有所述被叫用户的 SDP信息， 所述 ACK响应中携带有所述被叫 用户的 SDP信息。  The call connection module is configured to: connect the calling user and the destination user, and include: sending a REINVITE request to the destination user, and carrying the session description protocol (SDP) information of the calling user; After receiving the 200 OK response for the REINVITE request returned by the called user, sending an acknowledgement (ACK) response to the calling user; the 200 OK response carrying the SDP information of the called user The ACK response carries the SDP information of the called user.
10、 如权利要求 9所述的总机业务应用服务器， 其中，  10. The switchboard service application server according to claim 9, wherein
所述 SDP信息中包括： IP地址、 端口号、 音视频能力及编码格式信息。  The SDP information includes: an IP address, a port number, an audio and video capability, and an encoding format information.
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