CN106034186A - Method for choosing connection center call negotiation coding and decoding priority and related device - Google Patents

Abstract

The embodiment of the present invention discloses a method for selecting a codec priority for call negotiation in a contact center and related equipment, including: when receiving an agent service request initiated by a user terminal through a media access gateway, allocating an agent that provides call services to the user terminal SIP agent; when the SIP agent is an agent in the same node area as the media access gateway, select the high-quality codec priority; when the SIP agent is an agent in the cross-node area with the media access gateway, obtain the current cross-node area call Concurrent number, and select the codec priority according to the current number of concurrent cross-node area calls; send the selected codec priority to the media access gateway, so that the media access gateway initiates the SIP agent to carry the selected codec priority The call enables the SIP agent to communicate with the user terminal using the selected codec priority. By adopting the embodiment of the present invention, the bandwidth can be fully utilized and the quality of media communication can be improved.

Description

A method for selecting codec priority for call negotiation in a contact center and related equipment

technical field

The invention relates to the field of electronic technology, in particular to a method for selecting codec priority for call negotiation negotiation in a contact center and related equipment.

Background technique

Contact centers, especially call-in contact centers, are used to answer calls from users and provide users with a series of services and supports, for example: technical support centers in the IT (Information Technology, information technology and industry) industry, insurance industry Telephone claims center and more. In a cross-node disaster recovery scenario, the contact center generally adopts a dual-node deployment mode, and SIP (Session Initiation Protocol, Session Initiation Protocol) agents work through dual registration. Under normal circumstances, the two nodes operate under the same conditions. When the core server in the same node area as the user terminal is down, a SIP agent is required to answer the user terminal call across the node area.

In the prior art solution, as shown in FIG. 1, when the user terminal 1 calls in to the contact center system, CTI (Computer telephony integration, computer telephony integration) is first assigned to the SIP seat in the same node area as the media access gateway. Its service, then the media access gateway calls the SIP agent, continues to negotiate according to the configured codec priority, and selects a high-quality codec, such as G.711 for audio; when user terminal 2 calls in to the contact center system, CTI first The SIP agent assigned to the cross-node area with the media access gateway serves it, and then the media access gateway calls the SIP agent, continues the negotiation according to the configured codec priority, and selects a low-bandwidth codec, such as G.729 for audio. But prior art scheme has following shortcoming: (1) SIP seat needs to configure the coding and decoding priority of different SIP servers, and the coding and decoding priority of different SIP seats is configured on the SIP server; (2) the coding and decoding priority of initiating a call is fixed, It cannot be adjusted according to the actual network conditions; (3) The codec is fixed during the call and cannot be dynamically adjusted according to the actual network conditions.

Contents of the invention

Embodiments of the present invention provide a method for selecting codec priority for call negotiation negotiation in a contact center and related equipment. It can make full use of bandwidth and improve the quality of media calls.

The first aspect of the present invention provides a method for selecting a contact center call negotiation codec priority, including:

When the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal;

When the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; when the SIP agent is a cross-node area with the media access gateway In the case of an agent in an area, the computer telephony integration CTI obtains the current number of concurrent cross-node area calls, and selects a codec priority according to the current cross-node area call number, and the codec priority includes high-quality codec priority level and low bandwidth codec priority;

The computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates a call carrying the selected codec priority to the SIP agent , enabling the SIP agent to communicate with the user terminal using the selected codec priority.

With reference to the first aspect, in the first possible implementation manner of the first aspect, the selection of the codec priority according to the current number of concurrent cross-node area calls includes:

When the number of concurrent calls across the current cross-node area is not greater than the first preset threshold, the computer telephony integrated CTI selects the high-quality codec priority, and gives priority to the low-bandwidth codec of other calls across the current cross-node area The level is adjusted to the high-quality codec priority;

When the number of concurrent calls across the current cross-node area is not less than the second preset threshold, the computer telephony integrated CTI selects the low-bandwidth codec priority, and gives priority to the high-quality codec of other current cross-node area calls The level is adjusted to the low bandwidth codec priority;

When the current number of concurrent cross-node area calls is greater than the first preset threshold and less than the second preset threshold, the computer telephony integrated CTI selects a codec priority of low bandwidth;

Wherein, the second preset threshold is greater than the first preset threshold.

With reference to the first aspect, in a second possible implementation manner of the first aspect, the computer-telephony-integrated CTI allocating SIP agents that provide call services to the user terminal includes:

The computer telephony integration CTI obtains the business busyness of the agents in the same node area as the media access gateway;

The computer telephony integration CTI allocates a SIP agent that provides call services to the user terminal according to the busyness of the agents in the same node area as the media access gateway.

With reference to the second possible implementation of the first aspect, in a third possible implementation of the first aspect, the computer telephony integration CTI is based on the service of the agent in the same node area as the media access gateway Busyness, the allocation of SIP seats that provide call services to the user terminal includes:

If the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, assigning the agents in the same node area as the media access gateway;

If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assigning the agents in a cross-node area with the media access gateway.

With reference to the first possible implementation of the first aspect, in a fourth possible implementation of the first aspect, the computer telephony integrated CTI sends the selected codec priority to the media access gateway After that, also include:

When the agent in the cross-node area with the media access gateway finishes talking with the user terminal, release the seat in the cross-node area with the media access gateway, and obtain other cross-node areas after the release of the seat Number of concurrent calls;

According to the concurrent number of other cross-node area calls after the release of the seat, the codec priority of other cross-node area calls after the release of the seat is adjusted.

With reference to the fourth possible implementation of the first aspect, in the fifth possible implementation of the first aspect, according to the number of concurrent calls across other cross-node areas after the release of the agent, the Other cross-node zone call codec priority adjustments include:

If the concurrent number of other cross-node area calls after the release of the seat is not greater than the first preset threshold, the computer telephony integrated CTI will give priority to the low-bandwidth codec of the other cross-node area calls after the release of the seat The level is adjusted to the high-quality codec priority.

The second aspect of the present invention provides a method for selecting a contact center call negotiation codec priority, including:

When the media access gateway receives the call request sent by the user terminal, the media access gateway initiates an agent service request to the computer telephony integration CTI, so that the computer telephony integration CTI allocates a SIP that provides call services to the user terminal seat, and select the codec priority for the SIP seat to communicate with the user terminal;

The media access gateway receives the selected codec priority sent by the computer telephony integration CTI;

The media access gateway sends the selected codec priority to the SIP agent, so that the SIP agent communicates with the user terminal using the selected codec priority.

With reference to the second aspect, in the first possible implementation manner of the second aspect, after sending the selected codec priority to the SIP agent, the method further includes:

receiving a response sent by the SIP agent to communicate with the user terminal using the selected codec priority.

Correspondingly, the third aspect of the present invention provides a computer telephony integrated CTI, including:

The seat distribution module is used for distributing the SIP seat that provides call service to the user terminal when the computer telephony integration CTI receives the seat service request initiated by the user terminal through the media access gateway;

A priority selection module, configured to select a high-quality codec priority when the SIP seat is an seat in the same node area as the media access gateway, and select a high-quality codec priority when the SIP seat is a cross-node For agents in the node area, obtain the current number of concurrent calls across node areas, and select the codec priority according to the current number of concurrent calls across node areas. The codec priority includes high-quality codec priority and low-bandwidth codec priority;

A priority sending module, configured to send the selected codec priority to the media access gateway, so that the media access gateway initiates a message carrying the selected codec priority to the SIP agent call, so that the SIP agent and the user terminal use the selected codec priority to communicate.

With reference to the third aspect, in a first possible implementation manner of the third aspect, the priority selection module includes:

The first selection unit is configured to select a high-quality codec priority when the number of concurrent calls across the current cross-node area is not greater than the first preset threshold, and select a low-bandwidth codec for other current cross-node area calls The priority is adjusted to high-quality codec priority;

The second selection unit is used to select the codec priority of low bandwidth when the number of concurrent calls across the current cross-node area is not less than the second preset threshold, and select the high-quality codec of other current cross-node area calls The priority is adjusted to low bandwidth codec priority;

A third selection unit, configured to select a low-bandwidth codec priority when the current number of concurrent cross-node area calls is greater than the first preset threshold and smaller than the second preset threshold;

Wherein, the second preset threshold is greater than the first preset threshold.

With reference to the third aspect, in a second possible implementation manner of the third aspect, the seat assignment module includes:

A busyness acquisition unit, configured to acquire the business busyness of an agent in the same node area as the media access gateway;

The seat allocating unit is configured to allocate a SIP seat that provides call service to the user terminal according to the busyness of the service of the seat in the same node area as the media access gateway.

With reference to the second possible implementation of the third aspect, in a third possible implementation of the third aspect, the seat allocation unit is specifically configured to:

If the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, assigning the agents in the same node area as the media access gateway;

If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assigning the agents in a cross-node area with the media access gateway.

With reference to the first possible implementation of the third aspect, in a fourth possible implementation of the third aspect, the computer telephony integration CTI further includes:

A seat release module, configured to release the seat in the cross-node area with the media access gateway when the call between the seat in the cross-node area with the media access gateway and the user terminal ends, and obtain the released seat The number of concurrent calls across other cross-node areas;

A priority adjustment module, configured to adjust the coding and decoding priorities of other cross-node area calls after the release of the seat according to the number of concurrent calls across other cross-node areas after the release of the seat.

With reference to the fourth possible implementation of the third aspect, in a fifth possible implementation of the third aspect, the priority adjustment module is specifically configured to:

If the concurrent number of other cross-node area calls after the release of the seat is not greater than the first preset threshold, then adjust the low-bandwidth codec priority of the other cross-node area calls after the release of the seat to high-quality Codec priority.

Correspondingly, the fourth aspect of the present invention provides a media access gateway, including:

The request sending module is configured to initiate an agent service request to the computer-telephony integrated CTI when the media access gateway receives the call request sent by the user terminal, so that the computer-telephony integrated CTI allocates a SIP that provides call services to the user terminal seat, and select the codec priority for the SIP seat to communicate with the user terminal;

A priority receiving module, configured for the media access gateway to receive the selected codec priority sent by the computer telephony integration CTI;

A priority sending module, configured to send the selected codec priority to the SIP agent, so that the SIP agent can communicate with the user terminal using the selected codec priority.

With reference to the fourth aspect, in a first possible implementation manner of the fourth aspect, the media access gateway further includes:

The response receiving module is configured to receive a response sent by the SIP agent to communicate with the user terminal using the selected codec priority.

Correspondingly, the fifth aspect of the present invention provides a contact center call negotiation codec priority selection device, the device is a computer-telephony-integrated CTI, and the computer-telephony-integrated CTI includes a network interface, a memory, and a processor, wherein, A set of program codes is stored in the memory, and the processor is used to call the program codes stored in the memory to perform the following operations:

When the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal;

When the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; when the SIP agent is a cross-node area with the media access gateway In the case of an agent in an area, the computer telephony integration CTI obtains the current number of concurrent cross-node area calls, and selects a codec priority according to the current cross-node area call number, and the codec priority includes high-quality codec priority level and low bandwidth codec priority;

The computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates a call carrying the selected codec priority to the SIP agent , enabling the SIP agent to communicate with the user terminal using the selected codec priority.

To implement the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is connected with When the media access gateway is an agent in the same node area, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in a cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area call Concurrent number, and select the codec priority according to the current number of concurrent cross-node area calls; finally, the computer telephony integration CTI will send the selected codec priority to the media access gateway, so that the media access gateway initiates the SIP agent to carry the The call with the selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Description of drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the following will briefly introduce the drawings that need to be used in the description of the embodiments. Obviously, the drawings in the following description are some embodiments of the present invention. Those of ordinary skill in the art can also obtain other drawings based on these drawings without any creative effort.

Fig. 1 is a flow chart of a method for selecting a contact center call negotiation codec priority in the prior art solution;

Fig. 2 is the flow chart of the first embodiment of the selection method of a kind of contact center call negotiation codec priority proposed by the present invention;

Fig. 3 is the flow chart of the second embodiment of the selection method of a kind of contact center call negotiation codec priority proposed by the present invention;

Fig. 4 is the flow chart of the third embodiment of the selection method of a kind of contact center call negotiation codec priority proposed by the present invention;

Fig. 5 is the structural representation of a kind of computer telephony integrated CTI that the present invention proposes;

Fig. 6 is the structural representation of the seat allocation module in the computer telephony integrated CTI that the embodiment of the present invention proposes;

FIG. 7 is a schematic structural diagram of a priority selection module in the computer telephony integration CTI proposed by an embodiment of the present invention;

FIG. 8 is a schematic structural diagram of a media access gateway proposed by an embodiment of the present invention;

FIG. 9 is a schematic structural diagram of an apparatus for selecting a codec priority for call negotiation in a contact center proposed by an embodiment of the present invention.

detailed description

The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are some of the embodiments of the present invention, but not all of them. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

Please refer to FIG. 2 . FIG. 2 is a flowchart of a first embodiment of a method for selecting a codec priority for call negotiation in a contact center proposed by the present invention. As shown in the figure, the method in the embodiment of the present invention includes:

S201. When the computer-telephony-integrated CTI receives an agent service request initiated by a user terminal through a media access gateway, the computer-telephony-integrated CTI allocates a SIP agent that provides call services to the user terminal.

In the specific implementation, the computer-telephony integrated CTI can obtain the business busyness of the agents in the same node area as the media access gateway; , allocating a SIP agent that provides a call service to the user terminal. It should be noted that the computer-telephony integration CTI preferentially allocates to the user terminal a seat in the same node area as the media access gateway.

Further, if the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, then allocate the seats in the same node area as the media access gateway; if the agent in the same node area as the media access gateway is If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assign the agents in a cross-node area with the media access gateway.

Optionally, before the computer-telephony integration CTI allocates the SIP seat that provides the call service to the user terminal, the SIP seat can send a registration message to the media access gateway. After the SIP seat registers successfully with the media access gateway, the SIP seat The agent reports its own IP address to the computer telephony integration CTI, and the computer telephony integration CTI divides the corresponding node area for the SIP agent according to the IP address of the SIP agent. When a user terminal requests an agent service through the media access gateway, the computer-telephony integrated CTI can first determine the node area of the media access gateway, and then assign the user terminal the Agents in the node area.

S202. When the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; when the SIP agent is an agent in the same node area as the media access gateway When an agent crosses a node area, the computer telephony integration CTI obtains the current number of concurrent calls across a node area, and selects a codec priority according to the current number of concurrent calls across a node area, and the codec priority includes a high-quality codec Decoding priority and low bandwidth codec priority. Wherein, the high-quality codec may be a codec that occupies more bandwidth.

In a specific implementation, when the number of concurrent calls across the current cross-node area is not greater than the first preset threshold, the computer-telephony integrated CTI selects high-quality codec priority, and uses the low bandwidth of other calls across the current cross-node area The codec priority is adjusted to a high-quality codec priority; when the current number of concurrent cross-node area calls is not less than the second preset threshold, the computer telephony integrated CTI selects a low-bandwidth codec priority, and Adjust the high-quality codec priority of other calls across the current cross-node area to the low-bandwidth codec priority; when the number of concurrent calls across the current cross-node area is greater than the first preset threshold and less than the second When the threshold is preset, the computer telephony integrated CTI selects a codec priority of low bandwidth; wherein, the second preset threshold is greater than the first preset threshold.

S203. The computer telephony integrated CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates the SIP agent with the selected codec priority call, so that the SIP agent and the user terminal use the selected codec priority to communicate.

In a specific implementation, after the computer telephony integration CTI sends the selected codec priority to the media access gateway, the media access gateway may notify the user terminal to wait to talk with the SIP agent, and the media access gateway receives the After the SIP agent sends a response to communicate with the user terminal using the selected codec priority, the SIP agent can communicate with the user terminal. When the agent in the same node area as the media access gateway ends the conversation with the user terminal, this step is terminated, and the following steps are not performed any more.

Optionally, when the call between the agent in the cross-node area with the media access gateway and the user terminal ends, release the seat in the cross-node area with the media access gateway, and obtain the The number of other concurrent cross-node area calls; according to the number of other cross-node area concurrent calls after the release of the seat, the codec priority of the other cross-node area calls after the release of the seat is adjusted.

Further, if the concurrent number of other cross-node area calls after the release of the seat is not greater than the first preset threshold, the computer-telephony integrated CTI converts the low bandwidth of the other cross-node area calls after the release of the seat The codec priority is adjusted to the high quality codec priority. If the concurrent number of other cross-node area calls after the release of the seat is greater than the first preset threshold, the other cross-node area calls after the release of the seat still use a low-bandwidth codec.

In the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is When the agent is in the same node area as the media access gateway, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in the cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area The number of concurrent calls, and select the codec priority according to the current number of concurrent calls across the node area; finally, the computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates portability to the SIP agent A call with a selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Please refer to FIG. 3 . FIG. 3 is a flowchart of a second embodiment of a method for selecting a codec priority for call negotiation in a contact center proposed by the present invention. As shown in the figure, the method in the embodiment of the present invention includes:

S301. The user terminal sends a call request to the media access gateway.

S302. The media access gateway initiates an agent service request to the computer telephony integration CTI.

S303. The computer telephony integration CTI allocates a SIP agent that provides call services to the user terminal.

In the specific implementation, the computer-telephony integrated CTI can obtain the business busyness of the agents in the same node area as the media access gateway; , allocating a SIP agent that provides a call service to the user terminal. It should be noted that the computer-telephony integration CTI preferentially allocates to the user terminal a seat in the same node area as the media access gateway.

Further, if the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, then allocate the seats in the same node area as the media access gateway; if the agent in the same node area as the media access gateway is If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assign the agents in a cross-node area with the media access gateway.

Optionally, before the computer-telephony integration CTI allocates the SIP seat that provides the call service to the user terminal, the SIP seat can send a registration message to the media access gateway. After the SIP seat registers successfully with the media access gateway, the SIP seat The agent reports its own IP address to the computer telephony integration CTI, and the computer telephony integration CTI divides the corresponding node area for the SIP agent according to the IP address of the SIP agent. When a user terminal requests an agent service through the media access gateway, the computer-telephony integrated CTI can first determine the node area of the media access gateway, and then assign the user terminal the Agents in the node area.

S304. When the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; when the SIP agent is an agent in the same node area as the media access gateway When an agent crosses a node area, the computer-telephony integration CTI acquires the current number of concurrent cross-node area calls, and selects a codec priority according to the current number of cross-node area concurrent calls.

In a specific implementation, when the number of concurrent calls across the current cross-node area is not greater than the first preset threshold, the computer-telephony integrated CTI selects high-quality codec priority, and uses the low bandwidth of other calls across the current cross-node area The codec priority is adjusted to a high-quality codec priority; when the current number of concurrent cross-node area calls is not less than the second preset threshold, the computer telephony integrated CTI selects a low-bandwidth codec priority, and Adjust the high-quality codec priority of other calls across the current cross-node area to the low-bandwidth codec priority; when the number of concurrent calls across the current cross-node area is greater than the first preset threshold and less than the second When the threshold is preset, the computer telephony integrated CTI selects a codec priority of low bandwidth; wherein, the second preset threshold is greater than the first preset threshold.

S305. The computer telephony integration CTI sends the selected codec priority to the media access gateway.

S306. The media access gateway notifies the user terminal to wait for the call.

S307. The media access gateway sends the selected codec priority to the SIP agent.

S308. The SIP agent sends a response for talking with the user terminal using the selected codec priority.

S309, the user terminal communicates with the SIP agent.

In a specific implementation, when the call between the agent in the same node area as the media access gateway ends with the user terminal, this step is terminated, and the following steps are not performed any more.

S310. When the call between the agent in the inter-node area with the media access gateway and the user terminal ends, release the agent in the inter-node area with the media access gateway, and obtain other inter-node information after the release of the seat. The number of concurrent calls in the node area.

S311. According to the concurrent number of other cross-node area calls after the release of the seat, adjust the codec priority of the other cross-node area calls after the release of the seat.

In the specific implementation, if the concurrent number of other cross-node area calls after the release of the seat is not greater than the first preset threshold, the computer telephony integrated CTI will use the low bandwidth of the other cross-node area calls after the release of the seat The codec priority is adjusted to the high quality codec priority. If the concurrent number of other cross-node area calls after the release of the seat is greater than the first preset threshold, the other cross-node area calls after the release of the seat still use a low-bandwidth codec.

In the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is When the agent is in the same node area as the media access gateway, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in the cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area The number of concurrent calls, and select the codec priority according to the current number of concurrent calls across the node area; finally, the computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates portability to the SIP agent A call with a selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Please refer to FIG. 4 . FIG. 4 is a flow chart of a third embodiment of a method for selecting a codec priority for call negotiation in a contact center proposed by the present invention. As shown in the figure, the method in the embodiment of the present invention includes:

S401. When the media access gateway receives the call request sent by the user terminal, the media access gateway initiates an agent service request to the computer-telephony-integrated CTI, so that the computer-telephony-integrated CTI allocates and provides call services to the user terminal. SIP agent, and select the codec priority for the SIP agent to communicate with the user terminal.

In the specific implementation, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI can obtain the business busyness of the agent in the same node area as the media access gateway; the computer telephony The integrated CTI allocates a SIP agent that provides call services to the user terminal according to the busyness of the agents in the same node area as the media access gateway. It should be noted that the computer-telephony integration CTI preferentially allocates to the user terminal a seat in the same node area as the media access gateway. Further, if the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, then allocate the seats in the same node area as the media access gateway; if the agent in the same node area as the media access gateway is If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assign the agents in a cross-node area with the media access gateway.

In addition, when the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; When an agent crosses a node area, the computer-telephony integration CTI acquires the current number of concurrent cross-node area calls, and selects a codec priority according to the current number of cross-node area concurrent calls.

S402. The media access gateway receives the selected codec priority sent by the computer telephony integration CTI.

In a specific implementation, after the media access gateway receives the selected codec priority sent by the computer telephony integration CTI, the media access gateway may notify the user terminal to wait for a call.

S404. The media access gateway sends the selected codec priority to the SIP agent, so that the SIP agent communicates with the user terminal using the selected codec priority.

Optionally, after the media access gateway sends the selected codec priority to the SIP agent, the media access gateway may receive the selected codec priority sent by the SIP agent and the user terminal adopts the selected codec priority. Priority for answering calls.

In the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is When the agent is in the same node area as the media access gateway, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in the cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area The number of concurrent calls, and select the codec priority according to the current number of concurrent calls across the node area; finally, the computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates portability to the SIP agent A call with a selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Please refer to FIG. 5 , which is a schematic structural diagram of a computer telephony integrated CTI proposed by the present invention. As shown in Figure 5, the computer telephony integrated CTI in the embodiment of the present invention includes:

The seat allocation module 501 is configured to allocate a SIP seat that provides call services to the user terminal when the computer telephony integration CTI receives the seat service request initiated by the user terminal through the media access gateway.

In specific implementation, as shown in Figure 6, the seat assignment module 501 may further include:

The busy degree acquiring unit 601 is configured to acquire the business busyness of the agents in the same node area as the media access gateway.

The seat allocating unit 602 is configured to allocate a SIP seat that provides call services to the user terminal according to the busyness of the service of the seat in the same node area as the media access gateway. Specifically, if the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, then allocate the seats in the same node area as the media access gateway; if the agent in the same node area as the media access gateway If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assign the agents in a cross-node area with the media access gateway.

Optionally, before the computer-telephony integration CTI allocates the SIP seat that provides the call service to the user terminal, the SIP seat can send a registration message to the media access gateway. After the SIP seat registers successfully with the media access gateway, the SIP seat The agent reports its own IP address to the computer telephony integration CTI, and the computer telephony integration CTI divides the corresponding node area for the SIP agent according to the IP address of the SIP agent. When a user terminal requests an agent service through the media access gateway, the computer-telephony integrated CTI can first determine the node area of the media access gateway, and then assign the user terminal the Agents in the node area.

A priority selection module 502, configured to select a high-quality codec priority when the SIP seat is a seat in the same node area as the media access gateway, and when the SIP seat is a seat in the same node area as the media access gateway When an agent is in a cross-node area, obtain the current number of concurrent cross-node area calls, and select the codec priority according to the current number of cross-node area concurrent calls. The codec priority includes high-quality codec priority and low bandwidth codec priority. Wherein, the high-quality codec may be a codec that occupies more bandwidth.

In specific implementation, as shown in Figure 7, the priority selection module 502 may further include:

The first selection unit 701 is configured to select a high-quality codec priority when the number of concurrent calls across the current cross-node area is not greater than the first preset threshold, and select the low-bandwidth codec of other current cross-node area calls The decoding priority is adjusted to the high-quality codec priority.

The second selection unit 702 is configured to select the codec priority of low bandwidth when the number of concurrent calls across the current cross-node area is not less than the second preset threshold, and select the high-quality codec of other current cross-node area calls The decoding priority is adjusted to the low bandwidth codec priority.

The third selection unit 703 is configured to select a low-bandwidth codec priority when the current number of concurrent cross-node area calls is greater than the first preset threshold and smaller than the second preset threshold;

Wherein, the second preset threshold is greater than the first preset threshold.

A priority sending module 503, configured to send the selected codec priority to the media access gateway, so that the media access gateway sends the selected codec priority to the SIP agent call, so that the SIP agent and the user terminal use the selected codec priority to communicate.

In a specific implementation, after the computer telephony integration CTI sends the selected codec priority to the media access gateway, the media access gateway may notify the user terminal to wait to talk with the SIP agent, and the media access gateway receives the After the SIP agent sends a response to communicate with the user terminal using the selected codec priority, the SIP agent can communicate with the user terminal. When the agent in the same node area as the media access gateway ends the conversation with the user terminal, it ends in this operation module, and the following operation modules are no longer executed.

Optionally, as shown in Figure 5, the computer telephony integration CTI may further include:

The seat release module 504 is configured to release the seat in the cross-node area with the media access gateway when the call between the seat in the cross-node area with the media access gateway and the user terminal ends, and obtain the release Number of concurrent calls across other cross-node areas behind the agent;

The priority adjustment module 505 is configured to adjust the coding and decoding priorities of other cross-node area calls after the release of the seats according to the number of concurrent calls across other cross-node areas after the release of the seats.

In the specific implementation, if the concurrent number of other cross-node area calls after the release of the seat is not greater than the first preset threshold, the computer telephony integrated CTI will use the low bandwidth of the other cross-node area calls after the release of the seat The codec priority is adjusted to the high quality codec priority. If the concurrent number of other cross-node area calls after the release of the seat is greater than the first preset threshold, the other cross-node area calls after the release of the seat still use a low-bandwidth codec.

In the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is When the agent is in the same node area as the media access gateway, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in the cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area The number of concurrent calls, and select the codec priority according to the current number of concurrent calls across the node area; finally, the computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates portability to the SIP agent A call with a selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Please refer to FIG. 8, which is a schematic structural diagram of a media access gateway proposed by the present invention. As shown in Figure 8, the media access gateway in the embodiment of the present invention includes:

The request sending module 801 is configured to initiate an agent service request to the computer-telephony integrated CTI when the media access gateway receives the call request sent by the user terminal, so that the computer-telephony integrated CTI allocates a call service provider to the user terminal SIP seat, and select the codec priority for the SIP seat to communicate with the user terminal.

In the specific implementation, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI can obtain the business busyness of the agent in the same node area as the media access gateway; the computer telephony The integrated CTI allocates a SIP agent that provides call services to the user terminal according to the busyness of the agents in the same node area as the media access gateway. It should be noted that the computer-telephony integration CTI preferentially allocates to the user terminal a seat in the same node area as the media access gateway. Further, if the business busyness of the agents in the same node area as the media access gateway is less than a third preset threshold, then allocate the seats in the same node area as the media access gateway; if the agent in the same node area as the media access gateway is If the business busyness of the agents in the same node area as the media access gateway is not less than the third preset threshold, assign the agents in a cross-node area with the media access gateway.

In addition, when the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; When an agent crosses a node area, the computer-telephony integration CTI acquires the current number of concurrent cross-node area calls, and selects a codec priority according to the current number of cross-node area concurrent calls.

The priority receiving module 802 is configured for the media access gateway to receive the selected codec priority sent by the computer telephony integration CTI.

In a specific implementation, after the media access gateway receives the selected codec priority sent by the computer telephony integration CTI, the media access gateway may notify the user terminal to wait for a call.

The priority sending module 803 is configured to send the selected codec priority to the SIP agent, so that the SIP agent and the user terminal use the selected codec priority to communicate.

Optionally, as shown in Figure 8, the media access gateway may further include:

The response receiving module 804 is configured to receive a response sent by the SIP agent to communicate with the user terminal using the selected codec priority.

In the embodiment of the present invention, first, when the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal; secondly, when the SIP agent is When the agent is in the same node area as the media access gateway, the computer telephony integration CTI selects the high-quality codec priority. When the SIP agent is an agent in the cross-node area with the media access gateway, the computer telephony integration CTI obtains the current cross-node area The number of concurrent calls, and select the codec priority according to the current number of concurrent calls across the node area; finally, the computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates portability to the SIP agent A call with a selected codec priority enables the SIP agent to communicate with the user terminal using the selected codec priority, thereby making full use of the bandwidth and improving the quality of the media call.

Please refer to FIG. 9 . FIG. 9 is a schematic structural diagram of an apparatus for selecting a codec priority for call negotiation in a contact center according to an embodiment of the present invention. The device is a computer telephony integrated CTI. As shown in the figure, the computer telephony integrated CTI may include: at least one processor 901 , such as CPU, at least one receiver 903 , at least one memory 904 , at least one transmitter 905 , and at least one communication bus 902 . Wherein, the communication bus 902 is used to realize connection and communication between these components. Wherein, the receiver 903 and the transmitter 905 of the device in the embodiment of the present invention may be a wired sending port, or may be a wireless device, such as including an antenna device, for signaling or data communication with other node devices. The memory 904 may be a high-speed RAM memory, or a non-volatile memory, such as at least one disk memory. Optionally, the memory 904 may also be at least one storage device located away from the aforementioned processor 901 . A set of program codes are stored in the memory 904, and the processor 901 is used to call the program codes stored in the memory to perform the following operations:

When the computer telephony integration CTI receives the agent service request initiated by the user terminal through the media access gateway, the computer telephony integration CTI allocates the SIP agent that provides the call service to the user terminal;

When the SIP agent is an agent in the same node area as the media access gateway, the computer telephony integrated CTI selects a high-quality codec priority; when the SIP agent is a cross-node area with the media access gateway In the case of an agent in an area, the computer telephony integration CTI obtains the current number of concurrent cross-node area calls, and selects a codec priority according to the current cross-node area call number, and the codec priority includes high-quality codec priority level and low bandwidth codec priority;

The computer telephony integration CTI sends the selected codec priority to the media access gateway, so that the media access gateway initiates a call carrying the selected codec priority to the SIP agent , enabling the SIP agent to communicate with the user terminal using the selected codec priority.

It should be noted that, for the sake of simple description, all the aforementioned method embodiments are expressed as a series of action combinations, but those skilled in the art should know that the present invention is not limited by the described action sequence. Because according to the present invention, certain steps can be carried out in other order or simultaneously. Secondly, those skilled in the art should also know that the embodiments described in the specification belong to preferred embodiments, and the actions and modules involved are not necessarily required by the present invention.

In the foregoing embodiments, the descriptions of each embodiment have their own emphases, and for parts not described in detail in a certain embodiment, reference may be made to relevant descriptions of other embodiments.

Those of ordinary skill in the art can understand that all or part of the steps in the various methods of the above-mentioned embodiments can be completed by instructing related hardware through a program, and the program can be stored in a computer-readable storage medium, and the storage medium can include: Flash disk, read-only memory (English: Read-Only Memory, abbreviated: ROM), random access device (English: Random Access Memory, abbreviated: RAM), magnetic disk or optical disk, etc.

The content downloading method and related equipment and systems provided by the embodiments of the present invention are described above in detail. In this paper, specific examples are used to illustrate the principles and implementation methods of the present invention. The descriptions of the above embodiments are only used to help understand the present invention. The method of the invention and its core idea; at the same time, for those of ordinary skill in the art, according to the idea of the present invention, there will be changes in the specific implementation and scope of application. In summary, the content of this specification should not be understood To limit the present invention.

Claims (17)

1. the system of selection of liaison centre's call negotiation encoding and decoding priority, it is characterised in that described side Method includes:

When computer telephone integration CTI receives the seat call that user terminal is initiated by Media Access Gateways During request, described computer telephone integration CTI distribution provides the SIP seat of session services to described user terminal Seat；

When described SIP seat be with described Media Access Gateways with the seat of node region time, described computer The integrated CTI of phone selects high-quality encoding and decoding priority, when described SIP seat is for access with described media During the seat in gateway cross-node region, described computer telephone integration CTI obtains current cross-node area call Number of concurrent, and select encoding and decoding priority, described volume solution according to described current cross-node area call number of concurrent Code priority includes the encoding and decoding priority of high-quality encoding and decoding priority and low bandwidth；

The described encoding and decoding priority selected is sent to described media and accesses by described computer telephone integration CTI Gateway, so that described Media Access Gateways is initiated to described SIP seat, to carry selectable described encoding and decoding excellent The calling of first level so that described SIP seat uses, with described user terminal, the described encoding and decoding priority selected Converse.

2. the method for claim 1, it is characterised in that described according to described current cross-node region Calling number of concurrent selects encoding and decoding priority to include:

When described current cross-node area call number of concurrent is not more than the first predetermined threshold value, described calculating is dynamo-electric Talk about integrated CTI select high-quality encoding and decoding priority, and by current cross-node region other calling low The encoding and decoding priority of bandwidth is adjusted to high-quality encoding and decoding priority；

When described current cross-node area call number of concurrent is not less than the second predetermined threshold value, described calculating is dynamo-electric Talk about integrated CTI and select the encoding and decoding priority of low bandwidth, and by the height of other callings in current cross-node region The encoding and decoding priority of quality is adjusted to the encoding and decoding priority of low bandwidth；

When described current cross-node area call number of concurrent is more than described first predetermined threshold value and less than described second During predetermined threshold value, described computer telephone integration CTI selects the encoding and decoding priority of low bandwidth；

Wherein, described second predetermined threshold value is more than described first predetermined threshold value.

3. the method for claim 1, it is characterised in that described computer telephone integration CTI distributes The SIP seat providing session services to described user terminal includes:

Described computer telephone integration CTI obtains with described Media Access Gateways with the industry of the seat of node region It is engaged in busy degree；

Described computer telephone integration CTI according to described with described Media Access Gateways the seat with node region Heavy traffic degree, distribute to described user terminal provide session services SIP seat.

4. method as claimed in claim 3, it is characterised in that described computer telephone integration CTI according to Described with described Media Access Gateways with the heavy traffic degree of the seat of node region, distribute to described user eventually End provides the SIP seat of session services to include:

Preset less than the 3rd with the heavy traffic degree of the seat of node region with described Media Access Gateways if described Threshold value, then distribution and described Media Access Gateways are with the seat of node region；

If described with described Media Access Gateways with the heavy traffic degree of the seat of node region not less than described the Three predetermined threshold value, then distribution and the seat in described Media Access Gateways cross-node region.

5. method as claimed in claim 2, it is characterised in that described computer telephone integration CTI will select After the described encoding and decoding priority selected is sent to described Media Access Gateways, also include:

When the described seat with described Media Access Gateways cross-node region and described user terminal end of conversation Time, the described seat with described Media Access Gateways cross-node region of release, and obtain its after release seat His cross-node area call number of concurrent；

According to other cross-node area call number of concurrent after described release seat, after described release seat The encoding and decoding priority of other cross-node area call is adjusted.

6. method as claimed in claim 5, it is characterised in that described according to its after described release seat His cross-node area call number of concurrent, the encoding and decoding to other cross-node area call after described release seat Priority is adjusted including:

If other cross-node area call number of concurrent after described release seat are not more than described first and preset threshold Value, the most described computer telephone integration CTI is low by other cross-node area call after described release seat The encoding and decoding priority of bandwidth is adjusted to high-quality encoding and decoding priority.

7. a computer telephone integration CTI, it is characterised in that described method includes:

When Media Access Gateways receive user terminal send call request time, described Media Access Gateways to Computer telephone integration CTI initiate seat call request so that described computer telephone integration CTI distribution to Described user terminal provides the SIP seat of session services, and selects described SIP seat to enter with described user terminal The encoding and decoding priority of row call；

Described Media Access Gateways receives the described encoding and decoding of the selection that described computer telephone integration CTI sends Priority；

The described encoding and decoding priority selected is sent to described SIP seat by described Media Access Gateways, so that Described SIP seat and described user terminal use the described encoding and decoding priority selected to converse.

8. method as claimed in claim 7, it is characterised in that described by preferential for the described encoding and decoding selected After level is sent to described SIP seat, also include:

Receive the transmission of described SIP seat uses the described encoding and decoding selected the most grading with described user terminal The response of row call.

9. a computer telephone integration CTI, it is characterised in that described computer telephone integration CTI includes:

Seat distribution module, for accessing by media when computer telephone integration CTI receives user terminal During the seat call request that gateway is initiated, distribute the SIP seat that session services is provided to described user terminal；

Priority selects module, is used for when described SIP seat is node region same with described Media Access Gateways Seat time, select high-quality encoding and decoding priority, when described SIP seat is and described Media Access When closing the seat in cross-node region, obtain current cross-node area call number of concurrent, and according to described currently across Node region calling number of concurrent selects encoding and decoding priority, and described encoding and decoding priority includes that high-quality volume solves Code priority and the encoding and decoding priority of low bandwidth；

Priority sending module, for being sent to described Media Access by the described encoding and decoding priority selected Closing, so that described Media Access Gateways is initiated to described SIP seat, to carry selectable described encoding and decoding preferential The calling of level so that described SIP seat and described user terminal use the described encoding and decoding selected the most grading Row call.

10. computer telephone integration CTI as claimed in claim 9, it is characterised in that described priority is selected Select module to include:

First selects unit, for presetting threshold when described current cross-node area call number of concurrent is not more than first During value, select high-quality encoding and decoding priority, and by the low bandwidth of other callings in current cross-node region Encoding and decoding priority be adjusted to high-quality encoding and decoding priority；

Second selects unit, for presetting threshold when described current cross-node area call number of concurrent not less than second During value, select the encoding and decoding priority of low bandwidth, and by the high-quality of other callings in current cross-node region Encoding and decoding priority be adjusted to the encoding and decoding priority of low bandwidth；

3rd selects unit, for presetting more than described first when described current cross-node area call number of concurrent Threshold value and less than described second predetermined threshold value time, select low bandwidth encoding and decoding priority；

Wherein, described second predetermined threshold value is more than described first predetermined threshold value.

11. computer telephone integration CTI as claimed in claim 9, it is characterised in that described seat distributes Module includes:

Busy degree acquiring unit, is used for acquisition and the described Media Access Gateways business with the seat of node region Busy degree；

Seat allocation unit, for according to described with described Media Access Gateways the industry with the seat of node region It is engaged in busy degree, distributes the SIP seat that session services is provided to described user terminal.

12. computer telephone integration CTI as claimed in claim 11, it is characterised in that described seat divides Join unit specifically for:

Preset less than the 3rd with the heavy traffic degree of the seat of node region with described Media Access Gateways if described Threshold value, then distribution and described Media Access Gateways are with the seat of node region；

If described with described Media Access Gateways with the heavy traffic degree of the seat of node region not less than described the Three predetermined threshold value, then distribution and the seat in described Media Access Gateways cross-node region.

13. computer telephone integration CTI as claimed in claim 10, it is characterised in that described computer The integrated CTI of phone also includes:

Seat release module, for when the seat in described and described Media Access Gateways cross-node region is with described During user terminal end of conversation, the described seat with described Media Access Gateways cross-node region of release, and obtain Take other cross-node area call number of concurrent after release seat；

Priority adjusting module, is used for according to other cross-node area call number of concurrent after described release seat, The encoding and decoding priority of other cross-node area call after described release seat is adjusted.

14. computer telephone integration CTI as claimed in claim 13, it is characterised in that described priority Adjusting module specifically for:

If other cross-node area call number of concurrent after described release seat are not more than described first and preset threshold Value, then adjust the encoding and decoding priority of the low bandwidth of other cross-node area call after described release seat For high-quality encoding and decoding priority.

15. 1 kinds of Media Access Gateways, it is characterised in that described Media Access Gateways includes:

Request sending module, during for receiving the call request of user terminal transmission when Media Access Gateways, Seat call request is initiated to computer telephone integration CTI, so that described computer telephone integration CTI distribution The SIP seat of session services is provided to described user terminal, and selects described SIP seat and described user terminal Carry out the encoding and decoding priority conversed；

Priority receiver module, receives described computer telephone integration CTI for described Media Access Gateways and sends out The described encoding and decoding priority of the selection sent；

Priority sending module, for the described encoding and decoding priority selected is sent to described SIP seat, So that described SIP seat and described user terminal use the described encoding and decoding priority selected to converse.

16. Media Access Gateways as claimed in claim 15, it is characterised in that described Media Access Gateways Also include:

Response receiver module, for receive described SIP seat send with described user terminal use select Described encoding and decoding priority carries out the response conversed.

The selection device of 17. 1 kinds of liaison centre's call negotiation encoding and decoding priority, described device is computer The integrated CTI of phone, it is characterised in that described computer telephone integration CTI includes network interface, memorizer And processor, wherein, memorizer stores batch processing code, and processor is used for calling in memorizer The program code of storage, is used for performing following operation:

When computer telephone integration CTI receives the seat call that user terminal is initiated by Media Access Gateways During request, described computer telephone integration CTI distribution provides the SIP seat of session services to described user terminal Seat；

When described SIP seat be with described Media Access Gateways with the seat of node region time, described computer The integrated CTI of phone selects high-quality encoding and decoding priority, when described SIP seat is for access with described media During the seat in gateway cross-node region, described computer telephone integration CTI obtains current cross-node area call Number of concurrent, and select encoding and decoding priority, described volume solution according to described current cross-node area call number of concurrent Code priority includes the encoding and decoding priority of high-quality encoding and decoding priority and low bandwidth；

The described encoding and decoding priority selected is sent to described media and accesses by described computer telephone integration CTI Gateway, so that described Media Access Gateways is initiated to described SIP seat, to carry selectable described encoding and decoding excellent The calling of first level so that described SIP seat uses, with described user terminal, the described encoding and decoding priority selected Converse.