WO2017092486A1 - 通话干预方法、装置及*** - Google Patents

通话干预方法、装置及*** Download PDF

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Publication number
WO2017092486A1
WO2017092486A1 PCT/CN2016/099746 CN2016099746W WO2017092486A1 WO 2017092486 A1 WO2017092486 A1 WO 2017092486A1 CN 2016099746 W CN2016099746 W CN 2016099746W WO 2017092486 A1 WO2017092486 A1 WO 2017092486A1
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WIPO (PCT)
Prior art keywords
call
user number
request
intervention
user
Prior art date
Application number
PCT/CN2016/099746
Other languages
English (en)
French (fr)
Inventor
屈天喜
徐耀华
杨东辉
钱晨
Original Assignee
中兴通讯股份有限公司
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Publication of WO2017092486A1 publication Critical patent/WO2017092486A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M5/00—Manual exchanges
    • H04M5/04—Arrangements for indicating calls or supervising connections for calling or clearing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/20—Automatic or semi-automatic exchanges with means for interrupting existing connections; with means for breaking-in on conversations
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/10—Protocols in which an application is distributed across nodes in the network
    • 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
    • H04M3/5141—Details of processing calls and other types of contacts in an unified manner
    • 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 embodiments of the present invention relate to the field of communications, and in particular, to a call intervention method, apparatus, and system.
  • the technology in the field of communication has developed rapidly.
  • the incoming call of the switchboard enters the queuing function.
  • the call is manually controlled.
  • the caller calls out with a click.
  • the dialing mode the operator's telephone number is used as the logical calling party, and the outgoing telephone number is used as the logical called party.
  • the user logs in to the WEB interface, inputs or selects the logical calling number such as user A and the logical called number such as user B, and the WEB application server passes the first. Call the logical calling number user A.
  • the WEB application server calls the logical called number user B, B rings, A hears the ring back tone, B picks up the phone, AB calls, and the attendant H calls out the group.
  • user A member of the group
  • the attendant can perform an ongoing call by the user in the group by pressing the corresponding call intervention button.
  • the call intervention is handled by the AS C Application Server and the switchboard service application server, and only the intervention of the AS is handled, and the load of the call intervention is large, resulting in low communication efficiency.
  • the main purpose of the embodiments of the present invention is to provide a call intervention method, device and system, which aim to solve the technical problem that the intervention of the AS is only handled by the AS, and the load of the call intervention is large, resulting in low communication efficiency.
  • a call intervention method provided by an embodiment of the present invention includes the following steps:
  • the server Upon receiving the call request sent by the call relay device, the server determines the user number corresponding to the call request;
  • the call intervention request of the call relay device is sent to the CP corresponding to the user number, and the call intervention request is used to intervene in the call process of the user number.
  • the call intervention method before the step of sending a call request to the CP control point corresponding to the user number, the call intervention method further includes:
  • the server sends a query request of the CP corresponding to the user number to the preset CP, where the query request is used to query the CP information of the CP corresponding to the user number;
  • the step of sending the call intervention request of the call forwarding device to the CP corresponding to the user number includes:
  • the server If it is detected that the user number is currently in a call state, the server sends a prompt message to the call forwarding device, and the prompt information is used to prompt the user to input a call intervention request;
  • the call intervention request Upon receiving the call intervention request, the call intervention request is sent to the CP corresponding to the user number.
  • the call intervention method further includes:
  • the server sends a call request to the preset CP, where the call request is used to call the user number;
  • the call intervention request of the call relay device is sent to the preset CP, and the call intervention request is used to intervene in the call process of the user number.
  • an embodiment of the present invention further provides a call intervention apparatus, where the call intervention apparatus includes:
  • a determining module configured to determine a user number corresponding to the call request when receiving a call request sent by the call relay device
  • a first sending module configured to send a call request to a control point CP corresponding to the user number when the number of the call forwarding device is in the same group as the user number, where the call request is used to call the user number;
  • the second sending module is configured to: if it is detected that the user number is currently in a call state, send a call intervention request of the call forwarding device to a CP corresponding to the user number, where the call intervention request is used for the The user number of the call process intervenes.
  • the call intervention device further includes:
  • the third sending module sends a query request of the CP corresponding to the user number to the preset CP, where the query request is used to query the CP information of the CP corresponding to the user number;
  • a receiving module configured to receive CP information that is fed back by the CP corresponding to the user number based on the query request;
  • the determining module is further configured to determine a CP corresponding to the user number according to the received CP information.
  • the second sending module includes:
  • the first sending unit is configured to: if it is detected that the user number is currently in a call state, send a prompt message to the call forwarding device, where the prompt information is used to prompt the user to input a call intervention request;
  • the second sending unit is configured to, when receiving the call intervention request, send the call intervention request to the CP corresponding to the user number.
  • the call intervention device further includes:
  • a fourth sending module configured to send a call request to the preset CP when the number of the call forwarding device is not in the same group as the user number, where the call request is used to call the call Household number;
  • a fifth sending module configured to send a call intervention request of the call forwarding device to the preset CP, if the user number is currently in a call state, where the call intervention request is used for the user number The call process intervenes.
  • an embodiment of the present invention further provides a call intervention system, where the call intervention system includes a server and a CP corresponding to at least one user number, and the server includes a call intervention device as described above;
  • the CP corresponding to the user number is configured to: when receiving the call request sent by the server, call the user number according to the call request, and when receiving the call intervention request sent by the server, according to the The call intervention request intervenes in the call process of the subscriber number.
  • the call intervention system further includes a preset CP
  • the preset CP is configured to send the query request to the CP corresponding to the user number when receiving the query request of the CP corresponding to the user number sent by the server, where the query request is used to query the location
  • the CP information of the CP corresponding to the user number
  • the preset CP is further configured to: when receiving the call request sent by the server, call the user number according to the call request, and when receiving the call intervention request sent by the server, based on the call The intervention request intervenes in the call process of the subscriber number.
  • a computer storage medium is further provided, and the computer storage medium may store an execution instruction for executing the call intervention method in the above embodiment.
  • the server when receiving a call request sent by the call forwarding device, the server first determines the user number corresponding to the call request, and the number of the call forwarding device and the user When the number is in the same group, the call request is sent to the control point CP corresponding to the user number, where the call request is used to call the user number, and if the user number is detected to be currently in a call state, the call is made.
  • the call intervention request of the transit device is sent to the CP corresponding to the user number, and the call intervention request is used for the The call process of the user number is intervened.
  • the CP corresponding to the user number interferes with the call process of the user number, and the different user numbers are interfered by the CP corresponding to the different user numbers, instead of all the user numbers by the AS.
  • the intervention of the call reduces the load of the call intervention, thereby improving the communication efficiency.
  • FIG. 1 is a schematic flow chart of a first embodiment of a call intervention method according to the present invention
  • FIG. 2 is a schematic flowchart of a preferred embodiment of a CP for transmitting a call intervention request of the call forwarding device to the CP corresponding to the user number if the user number is currently in a call state;
  • FIG. 3 is a schematic flowchart of a third embodiment of a call intervention method according to the present invention.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a call intervention apparatus according to the present invention.
  • FIG. 5 is a schematic diagram of a refinement function module of the second sending module in FIG. 4;
  • FIG. 6 is a schematic diagram of functional modules of a third embodiment of a call intervention apparatus according to the present invention.
  • FIG. 7 is a schematic diagram of a preset CP sending the query request to a core network through a call distribution server according to the present invention.
  • the invention provides a call intervention method.
  • FIG. 1 is a schematic flowchart diagram of a first embodiment of a call intervention method according to the present invention.
  • This embodiment provides a call intervention method, where the call intervention method includes:
  • Step S10 Upon receiving the call request sent by the call forwarding device, the server determines the user number corresponding to the call request;
  • the method before the step S10, includes the following steps: the call forwarding device starts a preset interface, and the preset interface is a WEB interface of the switchboard service, that is, a WEB interface provided to the operator for querying data or call control, when the operator logs in.
  • the preset interface the user number is input in the preset interface, or the user number is selected in the preset interface, and the call forwarding device receives a call request triggered by the user based on the user number, Then the call request is transmitted to the server.
  • the server in this embodiment is preferably a web server (Web Server, WS for short), and the server provides a service function of HTTP (Hypertext Transfer Protocol), user login, call number filling, and call control.
  • HTTP Hypertext Transfer Protocol
  • the server determines the user number corresponding to the call request when receiving the call request sent by the call forwarding device, and the user number is: the operator is triggered based on the user number A in the preset interface. If the call is requested, the server determines that the user number corresponding to the call request is A.
  • Step S20 When the number of the call forwarding device is in the same group as the user number, send a call request to the control point CP corresponding to the user number, where the call request is used to call the user number;
  • the call intervention method further includes:
  • step A the server sends a query request of the CP corresponding to the user number to the preset CP, where the query request is used to query the CP information of the CP corresponding to the user number;
  • Step B The server receives CP information that is fed back by the CP corresponding to the user number based on the query request.
  • Step C Determine, according to the received CP information, a CP corresponding to the user number.
  • the server obtains a preset CP (Control Point), and the preset CP may be any CP or a CP that is set in advance.
  • the preset CP is recorded as a CP-R.
  • the default CPs described below are all based on CP-R.
  • the CP is sent to the preset CP to query the CP (indicated as CP-A) to which the user number A belongs.
  • the CP-R When the CP-R receives the query request, the CP-R sends the INVITE carrying the query request.
  • the call that is, the CP-R sends an INVITE request to the CP-A, and the content in the FROM is the service code of the CP where the query A is located.
  • the specific process is as follows: Referring to FIG. 7, the INVITE is sent to the core network through the call distribution server SIPPROXY, and the core network determines that the called process of A needs to be taken, and then the INVITE is sent to SIPPROXY, and the SIPPROXY distributes the INVITE to the CP-A, CP- A receives the INVITE and determines that it is a call to query the CP where A is located.
  • CP-A returns the information of its own CP-A to the server, and CP-A releases the call for inquiring CP-A.
  • CP-R The CP-A sends an ACK (Acknowledgement) confirmation message, and finally the server determines the CP corresponding to the subscriber number, that is, CP-A, according to the received CP information.
  • the server When determining the CP corresponding to the user number, the server sends a call request to the CP corresponding to the user number, that is, the server sends a request message for calling the user A to the CP-A, and at this time, the CP- A calling the user number according to the call request, specifically, the manner in which the CP-A calls the user number according to the call request includes: the CP-A first responds to the server with a response message in the call processing, and The server also replies to the call forwarding device with a response message in the call processing, and then the CP-A sends an INVITE request to the call relay device, and the request number is a number corresponding to the call forwarding device, such as H, and if the call forwarding device is called at this time
  • the call forwarding device H returns a response message to the CP-A, and then the CP-A sends an INVITE request to the user number A, and the request number is A.
  • the preset CP may also be a CP corresponding to the user number, that is, the CP-A. If the CP-A receives the query request of the user number A, the query request of the user number A is also distributed through the call.
  • the server SIPPROXY is sent to the core network. The core network determines that it needs to go to the called process of A. Then, the INVITE is sent to SIPPROXY. SIPPROXY distributes the INVITE to CP-A.
  • CP-A receives the INVITE and judges that it is a query A. The CP calls, and the CP-A returns its own CP-A information to the server.
  • step S30 if it is detected that the user number is currently in a call state, the call intervention request of the call relay device is sent to the CP corresponding to the user number, and the call intervention request is used for calling the user number. The process intervenes.
  • the CP-A replies to the server with a message that the user number A is in a call state, and the server receives a message that the user number A is in a call state.
  • the call forwarding device feeds back a message that the user number A is in a call state, and receives the call intermediation device based on the call intervention request input by the user in the preset area, and then the server sends the call intervention request to the call.
  • the CP corresponding to the user number, that is, CP-A implements a related call intervention function by the CP-A, and the intervention mode includes: inserting, that is, a call joining the user number; and listening, that is, a call listening to the user number Process; replace, that is, replace other user numbers that are talking to the subscriber number.
  • the server when receiving the call request sent by the call forwarding device, the server first determines the user number corresponding to the call request, and the number of the call forwarding device is in the same group as the user number. Sending a call request to the control point CP corresponding to the user number, the call request is used to call the user number, and if it is detected that the user number is currently in a call state, the call intervention of the call relay device The request is sent to the CP corresponding to the user number, and the call intervention request is used to intervene in the call process of the user number.
  • the CP corresponding to the user number interferes with the call process of the user number, and different users The number is interfered by the CP corresponding to the different user numbers, instead of the intervention of the AS on all the user numbers, which reduces the load of the call intervention, thereby improving the communication efficiency.
  • the step S30 includes:
  • Step S31 If it is detected that the user number is currently in a call state, the server sends a prompt message to the call forwarding device, and the prompt information is used to prompt the user to input a call intervention request;
  • Step S32 When receiving the call intervention request, send the call intervention request to the CP corresponding to the user number.
  • the service Sending prompt information to the call forwarding device the prompt information is used to prompt the user to input a call intervention request, that is, the server sends information that the user number A is currently in a call state to the call relay device, and the call is transferred.
  • the device displays a call intervention button in the preset area, where the display manner includes: 1.
  • the call intervention The button is a non-touchable control, and the call intervention button is displayed as touchable when receiving the information that the user number A is in a call state. 2.
  • no call intervention button is displayed.
  • the call intervention button is displayed in the preset area of the preset interface. .
  • the user can input a call intervention request according to the displayed call control button, where the call control button includes buttons for inserting, monitoring, and replacing, and when the user touches the call control button, such as monitoring the call control button, the listen request is sent.
  • the server sends the received listening request to the CP corresponding to the user number, that is, the CP-A.
  • the CP-A is configured according to the received listening request. Monitor the call process of user number A.
  • the call forwarding device is sent to the call forwarding device, so that the call forwarding device displays a call intervention button in a preset area based on the prompt information, and the call input by the user based on the call intervention button.
  • the intervention request is sent to the server to realize the intelligence of the call intervention.
  • the call intervention method also includes:
  • Step S40 When the number of the call forwarding device is not in the same group as the user number, the server sends a call request to the preset CP, where the call request is used to call the user number;
  • step S50 if it is detected that the user number is currently in a call state, the call intervention request of the call relay device is sent to the preset CP, and the call intervention request is used to intervene in the call process of the user number. .
  • the server sends a call request to the preset CP, such as sending a call request to the CP-R, and the CP-R calls the user number according to the call request, if it is detected that the user number is currently in a call. a state, the server feeds back, to the call forwarding device, information that the user number is currently in a call state, and the call forwarding device receives the user number
  • the call intervention button is displayed in the preset area, and the display manner includes: 1.
  • the call intervention button is an untouchable control, and is received.
  • the call intervention button is displayed as touchable. 2.
  • no call intervention button is displayed.
  • the call intervention button is displayed in the preset area of the preset interface. .
  • the user can input a call intervention request according to the displayed call control button, where the call control button includes buttons for inserting, monitoring, and replacing, and when the user touches the call control button, such as monitoring the call control button, the listen request is sent.
  • the server sends the received listening request to the preset CP, that is, the CP-R.
  • the preset CP interferes with the call process of the user number. That is, the CP-R monitors the call process of the user number A according to the received interception request.
  • the preset CP calls the user number according to the call request, and the user number is currently in a call state. Interpolating the call process of the user number by the preset CP, so that even if the number of the call forwarding device is not in the same group as the user number, the call process of the user number may be intervened to improve The flexibility of call intervention.
  • the embodiment of the invention further provides a call intervention device.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a software call intervention apparatus according to the present invention.
  • the functional block diagram shown in FIG. 4 is merely an exemplary embodiment of a preferred embodiment, and those skilled in the art can surround the functional module of the call interfering device shown in FIG. It is easy to add a new function module; the name of each function module is a custom name, which is only used to assist in understanding the various program function blocks of the call intervention device, and is not used to limit the technical solution of the present invention, and the core of the technical solution of the present invention is , the function to be achieved by the function module of each name.
  • the embodiment provides a call intervention device, and the call intervention device includes:
  • the determining module 10 is configured to determine a user number corresponding to the call request when receiving a call request sent by the call forwarding device;
  • the call forwarding device starts a preset interface
  • the preset interface is a WEB interface of the switchboard service, that is, a WEB interface provided to the operator for querying data or call control, and when the attendant logs in to the preset interface, Entering a user number in the preset interface, or selecting a user number in the preset interface, if the call forwarding device receives a call request triggered by the user based on the user number, transmitting the call request to the determination In module 10.
  • the call intervention device provides functions such as an HTTP C Hypertext transfer protocol, a hypertext transfer protocol service function, a user login, a call number filling, a call control, and an information display interface, and the determining module 10 receives the call forwarding device.
  • the user number corresponding to the call request is determined, and the user number is: if the operator initiates a call request triggered by the user number A in the preset interface, the determining module 10 determines that the call request corresponds to The user number is A.
  • the first sending module 20 is configured to send a call request to the control point CP corresponding to the user number when the number of the call forwarding device is in the same group as the user number, and the call request is used to call the call User number;
  • the call intervention device when the number of the call forwarding device is in the same group as the user number, the call intervention device further includes:
  • the third sending module sends a query request of the CP corresponding to the user number to the preset CP, where the query request is used to query the CP information of the CP corresponding to the user number;
  • a receiving module configured to receive CP information that is fed back by the CP corresponding to the user number based on the query request;
  • the determining module is further configured to determine a CP corresponding to the user number according to the received CP information.
  • the preset CP may be any CP, or may be a previously set CP.
  • the preset CP is recorded as CP-R, in the following The preset CPs are all based on the CP-R.
  • the third sending module sends a request to the preset CP to query the CP (recorded as a CP-A) to which the user number A belongs.
  • the CP-R When the CP-R receives the query request, the CP-R sends an INVITE call carrying the query request, that is, the CP-R sends an INVITE request to the CP-A, and the content of the FROM is the service code of the CP where the query A is located.
  • the specific process is as follows: Referring to FIG. 7, the INVITE is sent to the core network through the call distribution server SIPPROXY, and the core network determines that the called process of A needs to be taken, and then the INVITE is sent to SIPPROXY, and the SIPPROXY distributes the INVITE to the CP-A, CP- A receives the INVITE and determines that it is a call to query the CP where A is located.
  • CP-A returns the information of its own CP-A to the server, and CP-A releases the call for inquiring CP-A.
  • CP-R The CP-A sends an ACK (Acknowledgement) acknowledgement message, and finally the determining module determines the CP corresponding to the subscriber number, that is, CP-A, according to the CP information received by the receiving module.
  • the first sending module 20 sends a call request to the CP corresponding to the user number, that is, the first sending module 20 sends the calling user A to the CP-A. Requesting a message, at this time, the CP-A calls the user number according to the call request.
  • the manner in which the CP-A calls the user number according to the call request includes: CP-A first to the server Responding to the response message in the call processing.
  • the first sending module 20 also returns a response message in the call processing to the call forwarding device, and then the CP-A sends an INVITE request to the call forwarding device, and the request number is a call.
  • the number corresponding to the transit device is H. If the number H corresponding to the transit device is off-hook, call the relay device H. The response message is replied to the CP-A, and then the CP-A sends an INVITE request to the user number A, the request number being A.
  • the preset CP may also be a CP corresponding to the user number, that is, the CP-A. If the CP-A receives the query request of the user number A, the query request of the user number A is also distributed through the call.
  • the server SIPPROXY is sent to the core network. The core network determines that it needs to go to the called process of A. Then, the INVITE is sent to SIPPROXY. SIPPROXY distributes the INVITE to CP-A.
  • CP-A receives the INVITE and judges that it is a query A. The CP calls, and the CP-A returns its own CP-A information to the server.
  • the second sending module 30 is configured to: if it is detected that the user number is currently in a call state, send a call intervention request of the call forwarding device to a CP corresponding to the user number, where the call intervention request is used for The call process of the subscriber number is intervened.
  • the CP-A replies to the server with a message that the user number A is in a call state, and when receiving the message that the user number A is in a call state, The call forwarding device feeds back a message that the user number A is in a call state, and receives the call intervention request that the call forwarding device inputs based on the user in the preset area, and then the second sending module 30 sends the call intervention request to the call
  • the CP corresponding to the user number, that is, CP-A implements a related call intervention function by the CP-A, and the intervention mode includes: inserting, that is, a call that joins the user number; and listening, that is, a call process of monitoring the user number. Replace, that is, replace other user numbers that are talking to the subscriber number.
  • the server when receiving the call request sent by the call forwarding device, the server first determines the user number corresponding to the call request, and the number of the call forwarding device is in the same group as the user number. Sending a call request to the control point CP corresponding to the user number, the call request is used to call the user number, and if it is detected that the user number is currently in a call state, the call intervention of the call relay device The request is sent to the CP corresponding to the user number, and the call intervention request is used to intervene in the call process of the user number.
  • the CP corresponding to the user number interferes with the call process of the user number, and different users The number is interfered by the CP corresponding to the different user number.
  • the load of the call intervention is reduced, thereby improving communication efficiency.
  • the second sending module 20 includes:
  • the first sending unit 21 is configured to send a prompt message to the call forwarding device if the user number is currently in a call state, and the prompt information is used to prompt the user to input a call intervention request;
  • the second sending unit 22 is configured to, when receiving the call intervention request, send the call intervention request to the CP corresponding to the user number.
  • the first sending unit 21 sends a prompt message to the call forwarding device, that is, the first sending unit 21 sends the user number A to be currently in a call.
  • the status information is sent to the call forwarding device, and the call forwarding device displays a call intervention button in the preset area when receiving the information that the user number A is currently in a call state, and the display manner includes: When the information that the user number A is in the call state is received, the call intervention button is a non-touchable control, and when the information that the user number A is in the call state is received, the call intervention button is displayed as touchable. 2. When receiving the information that the user number A is in the call state, no call intervention button is displayed.
  • the call intervention button When receiving the information that the user number A is in the call state, the call intervention button is displayed in the preset area of the preset interface. .
  • the user can input a call intervention request according to the displayed call control button, where the call control button includes buttons for inserting, monitoring, and replacing, and when the user touches the call control button, such as monitoring the call control button, the listen request is sent.
  • the second sending unit 22 sends the received listening request to the CP corresponding to the user number, that is, CP-a. At this time, the CP-a The call process of the user number a is monitored according to the received interception request.
  • the call forwarding device is sent to the call forwarding device, so that the call forwarding device displays a call intervention button in a preset area based on the prompt information, and the user base is
  • the call intervention request input by the call intervention button is sent to the server to realize the intelligence of the call intervention.
  • the third embodiment of the call intervention apparatus of the present invention is proposed based on the first embodiment.
  • the call intervention apparatus further includes:
  • the fourth sending module 40 is configured to send a call request to the preset CP when the number of the call forwarding device is not in the same group as the user number, where the call request is used to call the user number;
  • the fifth sending module 50 is configured to: if it is detected that the user number is currently in a call state, send a call intervention request of the call relay device to the preset CP, where the call intervention request is used for the user The number of calls is intervened.
  • the fourth sending module 40 sends a call request to the preset CP, such as sending a call request to the CP-R, and the CP-R calls the user number according to the call request, if the user is detected at this time.
  • the number is currently in a call state, and the call forwarding device feeds back information that the user number is currently in a call state, and the call forwarding device displays the call in the preset area when receiving the information that the user number is currently in a call state.
  • the intervention button includes: 1.
  • the call intervention button is an untouchable control, and the call intervention is received when the user number A is in the call state.
  • the button is displayed as touchable. 2.
  • no call intervention button is displayed.
  • the call intervention button is displayed in the preset area of the preset interface. .
  • the user can input a call intervention request according to the displayed call control button, where the call control button includes buttons for inserting, monitoring, and replacing, and when the user touches the call control button, such as monitoring the call control button, the listen request is sent.
  • the fifth sending module 50 sends the received listening request to the preset CP, that is, the CP-R.
  • the preset CP interferes with the call process of the user number, that is, the CP-R monitors the call process of the user number A according to the received interception request.
  • the preset CP calls the user number according to the call request, and the user number is currently in a call state. Interpolating the call process of the user number by the preset CP, so that even if the number of the call forwarding device is not in the same group as the user number, the call process of the user number may be intervened to improve The flexibility of call intervention.
  • the embodiment of the invention further provides a call intervention system.
  • the embodiment provides a call intervention system, the call intervention system includes a server and a CP corresponding to at least one user number, and the server includes a call intervention device as described above;
  • the CP corresponding to the user number is configured to: when receiving the call request sent by the server, call the user number according to the call request, and when receiving the call intervention request sent by the server, according to the The call intervention request intervenes in the call process of the subscriber number.
  • the user number when receiving the call request sent by the server, the user number is called according to the call request, that is, the CP-A calls the user number A, and if the user number A is in the call state at this time, And sending back information to the server that the user number A is in a call state, and the server sends the information that the user number A is in a call state to the call forwarding device, so that the call forwarding device receives the user number A in a call state.
  • the next message displays a call intervention button in a preset area, and receives a call intervention request triggered by the operator based on the call intervention button, and when the call intervention request is received, the call intervention request is sent to the user number
  • Corresponding CP that is, CP-A
  • the CP-A intervenes in the call process of the user number according to the call intervention request when receiving the call intervention request sent by the server, that is, the CP- A intervenes in the call process of the user number A, such as joining the call of the user number A (equivalent to the attendant H joining with the user number A and the user number) Call B, is formed three-way calling); listening, listening i.e.
  • the subscriber number of a call (corresponding to the operator H can hear the call number of a user A and user B's number); replacement, i.e. by replacing the The other user number for the call by the subscriber number (equivalent to the call between the operator H and the subscriber number A, and the call of the subscriber number B is hanged up).
  • the call intervention system further includes a preset CP
  • the preset CP is configured to send the query request to the CP corresponding to the user number when receiving the query request of the CP corresponding to the user number sent by the server, where the query request is used to query the location
  • the CP information of the CP corresponding to the user number
  • the preset CP is further configured to: when receiving the call request sent by the server, call the user number according to the call request, and when receiving the call intervention request sent by the server, based on the call The intervention request intervenes in the call process of the subscriber number.
  • the preset CP that is, the CP-R, transmits the INVITE call request through the call distribution when receiving the INVITE call request of the CP corresponding to the user number corresponding to the user number sent by the server.
  • the server SIPPROXY is sent to the core network. The core network determines that it needs to go to the called process of A. Then, the INVITE is sent to SIPPROXY. SIPPROXY distributes the INVITE to CP-A. CP-A receives the INVITE and judges that it is a query A.
  • the call of the CP then the CP-A returns the information of its own CP-A to the server, and the CP-A releases the call for inquiring the CP-A, that is, the CP-A feeds back the CP information to the server, and then the server can Performing a call intervention operation on the CP-A to which the subscriber number A belongs, that is, the CP-A intervenes in the call process of the subscriber number according to the call intervention request, such as joining the call of the subscriber number A (equivalent The attendant H joins the call with the user number A and the user number B to form a three-party call); the listening, that is, the process of listening to the user number (equivalent to the call of the operator H can hear the user number A and the user number B) Replace, replace The subscriber call number for the number of other users (corresponding to the subscriber number A H attendant call, hang-up the user B's number).
  • Embodiments of the present invention also provide a storage medium.
  • the foregoing storage medium may be configured to store program code for performing the following steps:
  • the server determines a user number corresponding to the call request.
  • the storage medium is further arranged to store program code for performing the following steps:
  • the server sends a query request of the CP corresponding to the user number to the preset CP, and the query request is used to query the CP information of the CP corresponding to the user number;
  • the server receives the CP information that is sent by the CP corresponding to the user number based on the query request.
  • the foregoing storage medium may include, but not limited to, a USB flash drive, a Read-Only Memory (ROM), a Random Access Memory (RAM), a mobile hard disk, and a magnetic memory.
  • ROM Read-Only Memory
  • RAM Random Access Memory
  • a mobile hard disk e.g., a hard disk
  • magnetic memory e.g., a hard disk
  • the technical solution of the invention may be embodied in the form of a software product, which is stored in a storage medium (such as a ROM/RAM, a magnetic disk, an optical disk), and includes a plurality of instructions. It is used to cause a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the method described in various embodiments of the present invention.
  • a storage medium such as a ROM/RAM, a magnetic disk, an optical disk
  • a terminal device which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.
  • the server when receiving the call request sent by the call forwarding device, the server first determines the user number corresponding to the call request, when the number of the call forwarding device is in the same group as the user number, Sending a call request to the control point CP corresponding to the user number, where the call request is used to call the user number, and if it is detected that the user number is currently in a call state, sending a call intervention request of the call relay device For the CP corresponding to the user number, the call intervention request is used to intervene in the call process of the user number.
  • the CP corresponding to the user number interferes with the call process of the user number, and the different user numbers are The CP corresponding to different user numbers implements the intervention of the call, instead of interfering with the call of all the user numbers by the AS, which reduces the load of the call intervention, thereby improving the communication efficiency.

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Abstract

本发明实施例公开了一种通话干预方法，在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码；在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。本发明实施例还公开了一种通话干预装置及***。本发明提高了通讯效率。

Description

通话干预方法、装置及*** 技术领域
本发明实施例涉及通讯领域，尤其涉及一种通话干预方法、装置及***。
背景技术
近年来，通讯领域的技术发展迅速，在WEB C World Wide Web，万维网)通讯模式中，总机的来话进入排队功能，由话务员登录WEB界面后，人工控制呼叫，这种模式的话务员呼出采用点击拨号模式，话务员电话号码作为逻辑主叫，而呼出的电话号码作为逻辑被叫，用户登录WEB界面，输入或选择逻辑主叫号码如用户A和逻辑被叫号码如用户B,WEB应用服务器通过先呼叫逻辑主叫号码用户A，待A接听后，WEB应用服务器再呼叫逻辑被叫号码用户B,B振铃，A听回铃音，B摘机，AB通话，而在、话务员H呼出群内用户A(群内成员)时，如果用户A正在通话状态，话务员可通过按相应呼叫干预按钮，可以实现干预群内用户正在进行的通话。
但是这种通讯模式中，是通过AS C Application Server，总机业务应用服务器)实现通话的干预处理，而仅仅由AS进行通话的干预处理，通话干预的负荷量较大，导致通讯的效率低。
发明内容
本发明实施例的主要目的在于提出一种通话干预方法、装置及***，旨在解决仅仅由AS进行通话的干预处理，通话干预的负荷量较大，导致通讯的效率低的技术问题。
为实现上述目的，本发明实施例提供的一种通话干预方法，所述通话干预方法包括以下步骤:
在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码；
在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
可选地，所述向所述用户号码对应的CP控制点发送呼叫请求的步骤之前，所述通话干预方法还包括：
所述服务器向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
所述服务器接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
根据接收到的所述CP信息确定所述用户号码对应的CP。
可选地，所述若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP的步骤包括:
若检测到所述用户号码当前处于通话状态，所述服务器发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
可选地，所述在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码的步骤之后，所述通话干预方法还包括:
在所述呼叫中转设备的号码与所述用户号码不在同一群组时，所述服务器向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
此外，为实现上述目的，本发明实施例还提出一种通话干预装置，所述通话干预装置包括:
确定模块，设置为在接收到呼叫中转设备发送的呼叫请求时，确定所述呼叫请求对应的用户号码；
第一发送模块，设置为在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
第二发送模块，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
可选地，所述通话干预装置还包括:
第三发送模块，向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
接收模块，设置为接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
所述确定模块，还设置为根据接收到的所述CP信息确定所述用户号码对应的CP。
可选地，所述第二发送模块包括:
第一发送单元，设置为若检测到所述用户号码当前处于通话状态，发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
第二发送单元，设置为在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
可选地，所述通话干预装置还包括:
第四发送模块，设置为在所述呼叫中转设备的号码与所述用户号码不在同一群组时，向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用 户号码；
第五发送模块，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
此外，为实现上述目的，本发明实施例还提出一种通话干预***，所述通话干预***包括服务器和至少一个用户号码对应的CP，所述服务器包括如上文所述的通话干预装置；
所述用户号码对应的CP，用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，根据所述通话干预请求对所述用户号码的通话过程进行干预。
可选地，所述通话干预***还包括预设CP；
所述预设CP，用于在接收到所述服务器发送的用户号码对应的CP的查询请求时，将所述查询请求发送至所述用户号码对应的CP中，所述查询请求用于查询所述用户号码对应的CP的CP信息；
所述预设CP，还用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，基于所述通话干预请求对所述用户号码的通话过程进行干预。
在本发明实施例中，还提供了一种计算机存储介质，该计算机存储介质可以存储有执行指令，该执行指令用于执行上述实施例中的通话干预方法。
本发明实施例提出的通话干预方法、装置及***，在接收到呼叫中转设备发送的呼叫请求时，服务器先确定所述呼叫请求对应的用户号码，在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码，若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述 用户号码的通话过程进行干预，本发明实施例通过用户号码对应的CP对用户号码的通话过程进行干预，不同用户号码由不同用户号码对应的CP实现通话的干预，而不是由AS对所有用户号码的通话进行干预，减小了通话干预的负荷量，从而提高了通讯效率。
附图说明
图1为本发明通话干预方法第一实施例的流程示意图；
图2为本发明若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP较佳实施例的流程示意图；
图3为本发明通话干预方法第三实施例的流程示意图；
图4为本发明通话干预装置第一实施例的功能模块示意图；
图5为图4中第二发送模块的细化功能模块示意图；
图6为本发明通话干预装置第三实施例的功能模块示意图；
图7为本发明预设CP将所述查询请求通过呼叫分发服务器发送至核心网的示意图。
本发明目的实现、功能特点及优点将结合实施例，参照附图做进一步说
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本发明，并不用于限定本发明。
本发明提供一种通话干预方法。
参照图1,图1为本发明通话干预方法第一实施例的流程示意图。
本实施例提出一种通话干预方法，所述通话干预方法包括:
步骤S10，在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码；
在本实施例中，所述步骤S10之前，包括步骤：呼叫中转设备开启预设界面，所述预设界面为总机业务WEB界面，即提供给话务员查询数据或呼叫控制的WEB界面，当话务员登陆所述预设界面时，在所述预设界面中输入用户号码，或者是在所述预设界面中选择用户号码，所述呼叫中转设备若接收到用户基于所述用户号码触发的呼叫请求，则所述呼叫请求传输至服务器中。本实施例中的服务器优选为总机业务WEB服务器(Web Server，简称WS>,所述服务器提供总机业务呼叫HTTP(Hypertext transfer protocol，超文本传送协议)服务功能、用户登录、通话号码填写、通话控制及信息显示界面等功能，所述服务器在接收到呼叫中转设备发送的呼叫请求时，确定所述呼叫请求对应的用户号码，所述用户号码为:话务员在预设界面中基于用户号码A触发的呼叫请求，则所述服务器确定所述呼叫请求对应的用户号码为A。
步骤S20，在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
可选地，为了提高通话干预的智能性，在所述呼叫中转设备的号码与所述用户号码在同一群组时，所述通话干预方法还包括:
步骤A，所述服务器向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
步骤B，所述服务器接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
步骤C，根据接收到的所述CP信息确定所述用户号码对应的CP。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码在同一群组时，即所述呼叫中转设备对应的话务员与所述用户号码对应的用户为群内用户时，所述服务器获取预设CP(Control Point，控制点)，所述预设CP可以是任何一个CP，也可以为事先设置的CP，本实施例将所述预设的CP记录为记为CP-R，下文中所述预设CP均以CP-R为例，在获取到 所述预设CP后，向所述预设CP发送查询用户号码A所归属的CP(记为CP-A)请求，CP-R在接收到查询请求时，CP-R发送携带查询请求的INVITE呼叫，即所述CP-R向CP-A发送INVITE请求，FROM中内容为查询A所在CP的业务码。具体过程为:参照图7,INVITE经过呼叫分发服务器SIPPROXY发给核心网，核心网判定需要走A的被叫流程，于是又将INVITE送给SIPPROXY,SIPPROXY将该INVITE分发到CP-A,CP-A收到INVITE，判断出是一个查询A所在CP的呼叫，于是CP-A向所述服务器返回自身CP-A的信息，CP-A释放查询CP-A的呼叫，此时，CP-R向CP-A发送ACK(Acknowledgement，确认字符)确认消息，最后所述服务器根据接收到的所述CP信息确定所述用户号码对应的CP,即CP-A。
在确定到所述用户号码对应的CP时，所述服务器向所述用户号码对应的CP发送呼叫请求，即所述服务器向CP-A发送呼叫用户A的请求消息，此时，所述CP-A根据所述呼叫请求呼叫所述用户号码，具体地，所述CP-A根据所述呼叫请求呼叫所述用户号码的方式包括:CP-A先向服务器回复呼叫处理中的响应消息，此时，所述服务器也向所述呼叫中转设备回复呼叫处理中的响应消息，然后，CP-A向呼叫中转设备发送INVITE请求，请求号码为呼叫中转设备对应的号码如H,若此时呼叫中转设备对应的号码H摘机，则呼叫中转设备H向CP-A回复响应信息，接着，CP-A向用户号码A发送INVITE请求，请求号码为A。
可选地，所述预设CP还可为用户号码对应的CP，即CP-A，若是CP-A接收到用户号码A的查询请求，同样，将所述用户号码A的查询请求经过呼叫分发服务器SIPPROXY发给核心网，核心网判定需要走A的被叫流程，于是又将INVITE送给SIPPROXY,SIPPROXY将该INVITE分发到CP-A,CP-A收到INVITE，判断出是一个查询A所在CP的呼叫，于是CP-A向所述服务器返回自身CP-A的信息。
步骤S30，若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
在本实施例中，若用户号码A当前处于通话状态中，则所述CP-A向所述服务器回复用户号码A处于通话状态的消息，所述服务器在接收到用户号码A处于通话状态的消息时，向所述呼叫中转设备反馈用户号码A处于通话状态的消息，并接收所述呼叫中转设备基于用户在预设区域输入的通话干预请求，然后所述服务器将所述通话干预请求发送给所述用户号码对应的CP，即CP-A，由CP-A实现相关通话干预功能，所述干预方式包括：***，即加入所述用户号码的通话中；监听，即监听所述用户号码的通话过程；替换，即替换与所述用户号码进行通话的其它用户号码。
本实施例提出的通话干预方法，在接收到呼叫中转设备发送的呼叫请求时，服务器先确定所述呼叫请求对应的用户号码，在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码，若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预，本发明实施例通过用户号码对应的CP对用户号码的通话过程进行干预，不同用户号码由不同用户号码对应的CP实现通话的干预，而不是由AS对所有用户号码的通话进行干预，减小了通话干预的负荷量，从而提高了通讯效率。
可选地，为了提高通话干预的智能性，基于第一实施例提出本发明通话干预方法的第二实施例，在本实施例中，参照图2，所述步骤S30步骤包括:
步骤S31,若检测到所述用户号码当前处于通话状态，所述服务器发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
步骤S32，在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
在本实施例中，若检测到所述用户号码当前处于通话状态，所述服务 器发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求，即所述服务器发送用户号码A当前处于通话状态的信息至所述呼叫中转设备，而所述呼叫中转设备在接收到所述用户号码A当前处于通话状态的信息时，在预设区域显示通话干预按钮，所述显示方式包括:1、在末接收到用户号码A处于通话状态的信息时，通话干预按钮是不可触摸控件，在接收到用户号码A处于通话状态的信息时，所述通话干预按钮显示为可触摸控。2、在末接收到用户号码A处于通话状态的信息时，不显示任何通话干预按键，在接收到用户号码A处于通话状态的信息时，在所述预设界面的预设区域显示通话干预按键。用户根据显示的所述通话控制按钮即可输入通话干预请求，所述通话控制按钮包括***、监听、替换等按钮，当用户触摸所述通话控制按钮，如监听通话控制按钮时，将监听请求发送至所述服务器中，所述服务器再将接收到的所述监听请求，发送给所述用户号码对应的CP，即CP-A,此时，所述CP-A根据接收到的所述监听请求对用户号码A的通话过程进行监听。
在本实施例中，通过发送提示信息至所述呼叫中转设备，以供所述呼叫中转设备基于所述提示信息在预设区域显示通话干预按钮，并将用户基于所述通话干预按钮输入的通话干预请求发送至所述服务器中，实现通话干预的智能性。
可选地，为了提高通话干预的智能性，基于第一实施例提出本发明通话干预方法的第三实施例，在本实施例中，参照图3，所述步骤S10之后，所述通话干预方法还包括:
步骤S40，在所述呼叫中转设备的号码与所述用户号码不在同一群组时，所述服务器向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
步骤S50若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码不在同一群组时，即所述呼叫中转设备对应的话务员与所述用户号码对应的用户不是群内用户时，此时，所述服务器向预设CP发送呼叫请求，如向CP-R发送呼叫请求，由所述CP-R根据所述呼叫请求呼叫所述用户号码，若此时检测到所述用户号码当前处于通话状态，则所述服务器向所述呼叫中转设备反馈所述用户号码当前处于通话状态的信息，所述呼叫中转设备在接收到所述用户号码
当前处于通话状态的信息时，在预设区域显示通话干预按钮，所述显示方式包括:1、在末接收到用户号码A处于通话状态的信息时，通话干预按钮是不可触摸控件，在接收到用户号码A处于通话状态的信息时，所述通话干预按钮显示为可触摸控。2、在末接收到用户号码A处于通话状态的信息时，不显示任何通话干预按键，在接收到用户号码A处于通话状态的信息时，在所述预设界面的预设区域显示通话干预按键。用户根据显示的所述通话控制按钮即可输入通话干预请求，所述通话控制按钮包括***、监听、替换等按钮，当用户触摸所述通话控制按钮，如监听通话控制按钮时，将监听请求发送至所述服务器中，所述服务器再将接收到的所述监听请求，发送给所述预设CP即CP-R，此时，所述预设CP对所述用户号码的通话过程进行干预，即所述CP-R根据接收到的所述监听请求对用户号码A的通话过程进行监听。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码不在同一群组时，由预设CP根据所述呼叫请求呼叫所述用户号码，并在所述用户号码当前处于通话状态，由所述预设CP对所述用户号码的通话过程进行干预，实现了即使所述呼叫中转设备的号码与所述用户号码不在同一群组，也可对用户号码的通话过程进行干预，提高了通话干预的灵活性。
本发明实施例进一步提供一种通话干预装置。
参照图4,图4为本发明软件通话干预装置第一实施例的功能模块示意图。
需要强调的是，对本领域的技术人员来说，图4所示功能模块图仅仅是一个较佳实施例的示例图，本领域的技术人员围绕图4所示的通话干预装置的功能模块，可轻易进行新的功能模块的补充；各功能模块的名称是自定义名称，仅用于辅助理解该通话干预装置的各个程序功能块，不用于限定本发明的技术方案，本发明技术方案的核心是，各自定义名称的功能模块所要达成的功能。
本实施例提出一种通话干预装置，所述通话干预装置包括:
确定模块10，设置为在接收到呼叫中转设备发送的呼叫请求时，确定所述呼叫请求对应的用户号码；
在本实施例中，呼叫中转设备开启预设界面，所述预设界面为总机业务WEB界面，即提供给话务员查询数据或呼叫控制的WEB界面，当话务员登陆所述预设界面时，在所述预设界面中输入用户号码，或者是在所述预设界面中选择用户号码，所述呼叫中转设备若接收到用户基于所述用户号码触发的呼叫请求，则将所述呼叫请求传输至确定模块10中。所述通话干预装置提供总机业务呼叫HTTP C Hypertext transfer protocol，超文本传送协议)服务功能、用户登录、通话号码填写、通话控制及信息显示界面等功能，所述确定模块10在接收到呼叫中转设备发送的呼叫请求时，确定所述呼叫请求对应的用户号码，所述用户号码为:如话务员在预设界面中基于用户号码A触发的呼叫请求，则所述确定模块10确定所述呼叫请求对应的用户号码为A。
第一发送模块20，设置为在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
可选地，为了提高通话干预的智能性，在所述呼叫中转设备的号码与所述用户号码在同一群组时，所述通话干预装置还包括:
第三发送模块，向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
接收模块，设置为接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
所述确定模块，还设置为根据接收到的所述CP信息确定所述用户号码对应的CP。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码在同一群组时，即所述呼叫中转设备对应的话务员与所述用户号码对应的用户为群内用户时，先获取预设CP C Control Point，控制点)，所述预设CP可以是任何一个CP，也可以为事先设置的CP，本实施例将所述预设的CP记录为记为CP-R,下文中所述预设CP均以CP-R为例，在获取到所述预设CP后，第三发送模块向所述预设CP发送查询用户号码A所归属的CP(记为CP-A)请求，CP-R在接收到查询请求时，CP-R发送携带查询请求的INVITE呼叫，即所述CP-R向CP-A发送INVITE请求，FROM中内容为查询A所在CP的业务码。具体过程为:参照图7,INVITE经过呼叫分发服务器SIPPROXY发给核心网，核心网判定需要走A的被叫流程，于是又将INVITE送给SIPPROXY,SIPPROXY将该INVITE分发到CP-A,CP-A收到INVITE，判断出是一个查询A所在CP的呼叫，于是CP-A向所述服务器返回自身CP-A的信息，CP-A释放查询CP-A的呼叫，此时，CP-R向CP-A发送ACK(Acknowledgement，确认字符)确认消息，最后所述确定模块根据接收模块接收到的所述CP信息确定所述用户号码对应的CP，即CP-A。
在所述确定模块确定到所述用户号码对应的CP时，第一发送模块20向所述用户号码对应的CP发送呼叫请求，即所述第一发送模块20向CP-A发送呼叫用户A的请求消息，此时，所述CP-A根据所述呼叫请求呼叫所述用户号码，具体地，所述CP-A根据所述呼叫请求呼叫所述用户号码的方式包括:CP-A先向服务器回复呼叫处理中的响应消息，此时，所述第一发送模块20也向所述呼叫中转设备回复呼叫处理中的响应消息，然后，CP-A向呼叫中转设备发送INVITE请求，请求号码为呼叫中转设备对应的号码如H，若此时呼叫中转设备对应的号码H摘机，则呼叫中转设备H 向CP-A回复响应信息，接着，CP-A向用户号码A发送INVITE请求，请求号码为A。
可选地，所述预设CP还可为用户号码对应的CP，即CP-A，若是CP-A接收到用户号码A的查询请求，同样，将所述用户号码A的查询请求经过呼叫分发服务器SIPPROXY发给核心网，核心网判定需要走A的被叫流程，于是又将INVITE送给SIPPROXY,SIPPROXY将该INVITE分发到CP-A,CP-A收到INVITE，判断出是一个查询A所在CP的呼叫，于是CP-A向所述服务器返回自身CP-A的信息。
第二发送模块30，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
在本实施例中，若用户号码A当前处于通话状态中，则所述CP-A向所述服务器回复用户号码A处于通话状态的消息，在接收到用户号码A处于通话状态的消息时，向所述呼叫中转设备反馈用户号码A处于通话状态的消息，并接收所述呼叫中转设备基于用户在预设区域输入的通话干预请求，然后第二发送模块30将所述通话干预请求发送给所述用户号码对应的CP，即CP-A,由CP-A实现相关通话干预功能，所述干预方式包括:***，即加入所述用户号码的通话中；监听，即监听所述用户号码的通话过程；替换，即替换与所述用户号码进行通话的其它用户号码。
本实施例提出的通话干预装置，在接收到呼叫中转设备发送的呼叫请求时，服务器先确定所述呼叫请求对应的用户号码，在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码，若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预，本发明实施例通过用户号码对应的CP对用户号码的通话过程进行干预，不同用户号码由不同用户号码对应的CP实现通话的干预， 而不是由AS对所有用户号码的通话进行干预，减小了通话干预的负荷量，从而提高了通讯效率。
可选地，为了提高通话干预的智能性，基于第一实施例提出本发明通话干预装置的第二实施例，在本实施例中，参照图5，所述第二发送模块20包括:
第一发送单元21，设置为若检测到所述用户号码当前处于通话状态，发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
第二发送单元22，设置为在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
在本实施例中，若检测到所述用户号码当前处于通话状态，所述第一发送单元21发送提示信息至所述呼叫中转设备，即所述第一发送单元21发送用户号码A当前处于通话状态的信息至所述呼叫中转设备，而所述呼叫中转设备在接收到所述用户号码A当前处于通话状态的信息时，在预设区域显示通话干预按钮，所述显示方式包括:1、在末接收到用户号码A处于通话状态的信息时，通话干预按钮是不可触摸控件，在接收到用户号码A处于通话状态的信息时，所述通话干预按钮显示为可触摸控。2、在末接收到用户号码A处于通话状态的信息时，不显示任何通话干预按键，在接收到用户号码A处于通话状态的信息时，在所述预设界面的预设区域显示通话干预按键。用户根据显示的所述通话控制按钮即可输入通话干预请求，所述通话控制按钮包括***、监听、替换等按钮，当用户触摸所述通话控制按钮，如监听通话控制按钮时，将监听请求发送至所述第二发送单元22中，所述第二发送单元22再将接收到的所述监听请求，发送给所述用户号码对应的CP，即CP-a，此时，所述CP-a根据接收到的所述监听请求对用户号码a的通话过程进行监听。
在本实施例中，通过发送提示信息至所述呼叫中转设备，以供所述呼叫中转设备基于所述提示信息在预设区域显示通话干预按钮，并将用户基 于所述通话干预按钮输入的通话干预请求发送至所述服务器中，实现通话干预的智能性。
可选地，为了提高通话干预的智能性，基于第一实施例提出本发明通话干预装置的第三实施例，在本实施例中，参照图6，所述通话干预装置还包括:
第四发送模块40，设置为在所述呼叫中转设备的号码与所述用户号码不在同一群组时，向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
第五发送模块50，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码不在同一群组时，即所述呼叫中转设备对应的话务员与所述用户号码对应的用户不是群内用户时，此时，所述第四发送模块40向预设CP发送呼叫请求，如向CP-R发送呼叫请求，由所述CP-R根据所述呼叫请求呼叫所述用户号码，若此时检测到所述用户号码当前处于通话状态，向所述呼叫中转设备反馈所述用户号码当前处于通话状态的信息，所述呼叫中转设备在接收到所述用户号码当前处于通话状态的信息时，在预设区域显示通话干预按钮，所述显示方式包括:1、在末接收到用户号码A处于通话状态的信息时，通话干预按钮是不可触摸控件，在接收到用户号码A处于通话状态的信息时，所述通话干预按钮显示为可触摸控。2、在末接收到用户号码A处于通话状态的信息时，不显示任何通话干预按键，在接收到用户号码A处于通话状态的信息时，在所述预设界面的预设区域显示通话干预按键。用户根据显示的所述通话控制按钮即可输入通话干预请求，所述通话控制按钮包括***、监听、替换等按钮，当用户触摸所述通话控制按钮，如监听通话控制按钮时，将监听请求发送至所述第五发送模块50中，所述第五发送模块50再将接收到的所述监听请求，发送给所述预设CP即CP-R，此 时，所述预设CP对所述用户号码的通话过程进行干预，即所述CP-R根据接收到的所述监听请求对用户号码A的通话过程进行监听。
在本实施例中，在所述呼叫中转设备的号码与所述用户号码不在同一群组时，由预设CP根据所述呼叫请求呼叫所述用户号码，并在所述用户号码当前处于通话状态，由所述预设CP对所述用户号码的通话过程进行干预，实现了即使所述呼叫中转设备的号码与所述用户号码不在同一群组，也可对用户号码的通话过程进行干预，提高了通话干预的灵活性。
本发明实施例进一步提供一种通话干预***。
本实施例提出一种通话干预***，所述通话干预***包括服务器和至少一个用户号码对应的CP，所述服务器包括如上文所述的通话干预装置；
所述用户号码对应的CP，用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，根据所述通话干预请求对所述用户号码的通话过程进行干预。
在本实施例中，在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，即所述CP-A呼叫用户号码A,若此时用户号码A处于通话状态下，则向服务器反馈用户号码A处于通话状态下的信息，所述服务器将用户号码A处于通话状态下的信息发送给呼叫中转设备，以供所述呼叫中转设备在接收到用户号码A处于通话状态下的信息时在预设区域显示通话干预按钮，并接收话务员基于所述通话干预按钮触发的通话干预请求，在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP，即CP-A，而所述CP-A在接收到所述服务器发送的通话干预请求时，根据所述通话干预请求对所述用户号码的通话过程进行干预，即所述CP-A对用户号码A的通话过程进行干预，如加入所述用户号码A的通话中(相当于话务员H加入与用户号码A和用户号码B的通话中，形成三方通话)；监听，即监听所述用户号码的通话过程(相当于话务员H可以听到用户号码A和用户号码B的通话)；替换，即替换与所述用 户号码进行通话的其它用户号码(相当于话务员H与用户号码A通话，挂断用户号码B的通话)。
可选地，所述通话干预***还包括预设CP；
所述预设CP，用于在接收到所述服务器发送的用户号码对应的CP的查询请求时，将所述查询请求发送至所述用户号码对应的CP中，所述查询请求用于查询所述用户号码对应的CP的CP信息；
所述预设CP，还用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，基于所述通话干预请求对所述用户号码的通话过程进行干预。
在本实施例中，所述预设CP即CP-R，在接收到所述服务器发送的用户号码对应的CP的查询请求即CP-A的INVITE呼叫请求时，将INVITE呼叫请求时经过呼叫分发服务器SIPPROXY发给核心网，核心网判定需要走A的被叫流程，于是又将INVITE送给SIPPROXY,SIPPROXY将该INVITE分发到CP-A,CP-A收到INVITE，判断出是一个查询A所在CP的呼叫，于是CP-A向所述服务器返回自身CP-A的信息，CP-A释放查询CP-A的呼叫，即所述CP-A反馈CP信息至所述服务器中，然后服务器便可以在用户号码A归属的CP-A上进行呼叫干预操作，即所述CP-A根据所述通话干预请求对所述用户号码的通话过程进行干预，如加入所述用户号码A的通话中(相当于话务员H加入与用户号码A和用户号码B的通话中，形成三方通话)；监听，即监听所述用户号码的通话过程(相当于话务员H可以听到用户号码A和用户号码B的通话)；替换，即替换与所述用户号码进行通话的其它用户号码(相当于话务员H与用户号码A通话，挂断用户号码B的通话)。
本发明的实施例还提供了一种存储介质。可选地，在本实施例中，上述存储介质可以被设置为存储用于执行以下步骤的程序代码：
S1，在接收到呼叫中转设备发送的呼叫请求时，服务器确定呼叫请求对应的用户号码；
S2，在呼叫中转设备的号码与用户号码在同一群组时，向用户号码对应的控制点CP发送呼叫请求，呼叫请求用于呼叫用户号码；
S3，若检测到用户号码当前处于通话状态，则将呼叫中转设备的通话干预请求发送给用户号码对应的CP，通话干预请求用于对用户号码的通话过程进行干预。
可选地，存储介质还被设置为存储用于执行以下步骤的程序代码：
S1，服务器向预设CP发送用户号码对应的CP的查询请求，查询请求用于查询用户号码对应的CP的CP信息；
S2，服务器接收用户号码对应的CP基于查询请求反馈的CP信息；
S3，根据接收到的CP信息确定用户号码对应的CP。
可选地，在本实施例中，上述存储介质可以包括但不限于：U盘、只读存储器(ROM，Read-Only Memory)、随机存取存储器(RAM，Random Access Memory)、移动硬盘、磁碟或者光盘等各种可以存储程序代码的介质。
可选地，本实施例中的具体示例可以参考上述实施例及可选实施方式中所描述的示例，本实施例在此不再赘述。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其它变体意在涵盖非排他除的包含，从而使得包括一系列要素的过程、方法、物品或者装置不仅包括那些要素，而且还包括没有明确列出的其它要素，或者是还包括为这种过程、方法、物品或者装置所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者装置中还存在另外的相同要素。
上述本发明实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本 发明的技术方案本质上或者说对相关技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质(如ROM/RAM,磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本发明各个实施例所述的方法。
以上仅为本发明的优选实施例，并非因此限制本发明的专利范围，凡是利用本发明说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其它相关的技术领域，均同理包括在本发明的专利保护范围内。
工业实用性
在本发明实施例中，在接收到呼叫中转设备发送的呼叫请求时，服务器先确定所述呼叫请求对应的用户号码，在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码，若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预，本发明实施例通过用户号码对应的CP对用户号码的通话过程进行干预，不同用户号码由不同用户号码对应的CP实现通话的干预，而不是由AS对所有用户号码的通话进行干预，减小了通话干预的负荷量，从而提高了通讯效率。

Claims (10)

  1. 一种通话干预方法，所述通话干预方法包括以下步骤：
    在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码；
    在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
    若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
  2. 如权利要求1所述的通话干预方法，其中，所述向所述用户号码对应的CP控制点发送呼叫请求的步骤之前，所述通话干预方法还包括：
    所述服务器向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
    所述服务器接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
    根据接收到的所述CP信息确定所述用户号码对应的CP。
  3. 如权利要求1所述的通话干预方法，其中，所述若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP的步骤包括：
    若检测到所述用户号码当前处于通话状态，所述服务器发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
    在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
  4. 如权利要求1-3任一项所述的通话干预方法，其中，所述在接收到呼叫中转设备发送的呼叫请求时，服务器确定所述呼叫请求对应的用户号码的步骤之后，所述通话干预方法还包括；
    在所述呼叫中转设备的号码与所述用户号码不在同一群组时，所述服务器向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
    若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
  5. 一种通话干预装置，所述通话干预装置包括：
    确定模块，设置为在接收到呼叫中转设备发送的呼叫请求时，确定所述呼叫请求对应的用户号码；
    第一发送模块，设置为在所述呼叫中转设备的号码与所述用户号码在同一群组时，向所述用户号码对应的控制点CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
    第二发送模块，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述用户号码对应的CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
  6. 如权利要求5所述的通话干预装置，其中，所述通话干预装置还包括：
    第三发送模块，向预设CP发送用户号码对应的CP的查询请求，所述查询请求用于查询所述用户号码对应的CP的CP信息；
    接收模块，设置为接收所述用户号码对应的CP基于所述查询请求反馈的CP信息；
    所述确定模块，还设置为根据接收到的所述CP信息确定所述用户号码对应的CP。
  7. 如权利要求5所述的通话干预装置，其中，所述第二发送模块包括：
    第一发送单元，设置为若检测到所述用户号码当前处于通话状态，发送提示信息至所述呼叫中转设备，所述提示信息用于提示用户输入通话干预请求；
    第二发送单元，设置为在接收到所述通话干预请求时，将所述通话干预请求发送给所述用户号码对应的CP。
  8. 如权利要求5-7任一项所述的通话干预装置，其中，所述通话干预装置还包括：
    第四发送模块，设置为在所述呼叫中转设备的号码与所述用户号码不在同一群组时，向预设CP发送呼叫请求，所述呼叫请求用于呼叫所述用户号码；
    第五发送模块，设置为若检测到所述用户号码当前处于通话状态，则将所述呼叫中转设备的通话干预请求发送给所述预设CP，所述通话干预请求用于对所述用户号码的通话过程进行干预。
  9. 一种通话干预***，所述通话干预***包括服务器和至少一个用户号码对应的CP，所述服务器包括如权利要求5-8所述的通话干预装置：
    所述用户号码对应的CP，用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，根据所述通话干预请求对所述用户号码的通话过程进行干预。
  10. 如权利要求9所述的通话干预***，其中，所述通话干预***还包括预设CP：
    所述预设CP，用于在接收到所述服务器发送的用户号码对应的CP的查询请求时，将所述查询请求发送至所述用户号码对应的CP中，所述查询请求用于查询所述用户号码对应的CP的CP信息；
    所述预设CP，还用于在接收到所述服务器发送的呼叫请求时，根据所述呼叫请求呼叫所述用户号码，并在接收到所述服务器发送的通话干预请求时，基于所述通话干预请求对所述用户号码的通话过程进行干预。
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