CN101222553B - Video adapting method and system based on soft queuing - Google Patents
Video adapting method and system based on soft queuing Download PDFInfo
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- CN101222553B CN101222553B CN2008100067400A CN200810006740A CN101222553B CN 101222553 B CN101222553 B CN 101222553B CN 2008100067400 A CN2008100067400 A CN 2008100067400A CN 200810006740 A CN200810006740 A CN 200810006740A CN 101222553 B CN101222553 B CN 101222553B
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Abstract
The invention discloses a video transfer method and a video transfer system based on a soft queue, which uses a transferrer to send the information of the transferrer, a user and a receiving party to a soft queuing machine via a CTI. The information comprises that: an IP address and a port number are included; the state of the transferrer and the receiving party is checked through the soft queuing machine, when the transferrer is busy and the receiving party is idle and is a video user terminal, a speech path connection with the transferer is released; and the soft queuing machine is used to send a session description protocol SDP message of the user to the receiving party, and sends a receiving party SDP message returned by the receiving party to a user terminal to connect the medial flows of the user and the receiving party to realize a video transfer from the transferrer to the receiving party. The invention realizes that the user switches media channels with different seats through the information interaction of the soft queuing machine and the CTI as well as the SIP protocol trigger between the soft queuing machine and the seats.
Description
Technical field
The present invention is directed to the call center system of new generation that is carried on the IP network, realize video adapting between user and the different seats based on soft queuing machine.
Background technology
A new generation's call center system is divided into Access Layer, business support layer, service application layer and other auxiliary layers, and the call center mainly comprises following components: soft queuing machine SoftACD, be responsible for the access of real time business such as voice, fax and video; Multimedia GW is responsible for the access of non-real-time services such as mail, note; CTI is responsible for the unified of all-calls incident and lines up and route, and all resources in the system are unified scheduling and management; IVR is responsible for the processing of self-service business, and media resource abilities such as TTS, ASR, fax is provided; Agent is responsible for the processing of manual service; AS provides call center of new generation all service logics.
Bearing relation by each hierarchical system intermodule of call center can realize the voice forwarding function.Such as, when the user set up conversation by normal speech terminal and seat, seat can be transferred to the user other seat ends as required, continued to keep conversation to realize voice forwarding by other seats and user.In the voice forwarding process, do not provide video consultation, and call center system of new generation there is not video capability to consult yet, so, also can't realize the video call signaling transfer point.
Summary of the invention
The technical problem to be solved in the present invention provides a kind of video adapting method and system based on soft queuing, realizes the video adapting between user and the different seats.
In order to address the above problem, the present invention proposes a kind of video adapting system based on soft queuing, be used for user video is transferred to the recipient by switching side, comprising:
Soft queuing machine is used for the state according to switching side, user and recipient information check switching side and recipient, when switching side for busy, the recipient be idle and during for the video user terminal, release is connected with the speech channel of switching side; Be used for sending user's Session Description Protocol SDP information, and the recipient SDP information that the recipient returns is sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting to the recipient; And
Computer ﹠Telephony Integration Server CTI is used for receiving switching side, user and recipient's information and sending it to soft queuing machine, and described information comprises IP address and port numbers.
Further, above-mentioned video adapting system based on soft queuing also can have following characteristics, and described soft queuing machine also sends to CTI and discharges notice that is connected with the speech channel of switching side and the notice of user having been transferred away; Described CTI also will discharge the notice of speech channel connection and the notice of having transferred sends to switching side.
Further, above-mentioned video adapting system based on soft queuing also can have following characteristics, and also after will the side of switching coupling together with recipient's Media Stream, notice CTI has set up being connected of recipient and user to described soft queuing machine; Described CTI sends notice with user's successful connection to the recipient.
Further, above-mentioned video adapting system based on soft queuing also can have following characteristics, and also after user's on-hook, notice CTI has hung with user and recipient's speech channel and has been connected described soft queuing machine; Described CTI also sends to the recipient with described notice.
A kind of video adapting method based on soft queuing, be applied to comprise the video adapting system of soft queuing machine and Computer ﹠Telephony Integration Server CTI, when user and switching side are in talking state, by switching side user's video connection is transferred to the recipient, this method may further comprise the steps:
Steps A, by switching side will the side of switching, user and recipient's information sends to soft queuing machine via CTI, described information comprises: IP address and port numbers;
Step B, by soft queuing machine inspection switching side and recipient's state, when switching side for busy, the recipient be free time and when being the video user terminal, release is connected with the speech channel of switching side; And
Step C, send user's Session Description Protocol SDP information to the recipient by soft queuing machine, and the recipient SDP information that the recipient returns sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting.
Further, above-mentioned video adapting method based on soft queuing also can have following characteristics, among the step B, discharging the operation that is connected with the speech channel of switching side also comprises: send release speech channel by CTI to switching side by soft queuing machine and connect notice, and send the notice of user having been transferred away to switching side.
Further, above-mentioned video adapting method based on soft queuing also can have following characteristics, among the step C, after switching side and recipient's Media Stream coupled together, also sends notice with user successful connection by CTI to the recipient by soft queuing machine.
Further, above-mentioned video adapting method based on soft queuing also can have following characteristics, and step C also comprises: after user's on-hook, hung and being connected of user by soft queuing machine notice CTI, and by CTI this notice has been sent to the recipient; Notify CTI to hang up by soft queuing machine again and be connected, and this notice is sent to the recipient by CTI with recipient's speech channel.
Further, above-mentioned video adapting method based on soft queuing also can have following characteristics, and steps A also comprises: by switching side will the side of switching, user and recipient's information attaches in single step and transmits in the order, and described order is sent to soft queuing machine by described CTI.
Further, above-mentioned video adapting method based on soft queuing also can have following characteristics, and step C also comprises: send invitation message by soft queuing machine to the recipient, wherein subsidiary user SDP information is returned recipient SDP information when the recipient accepts this Media Stream; Send heavy message request by soft queuing machine to the user, subsidiary therein recipient SDP information.
Compared with prior art, the present invention is by the information interaction of soft queuing machine and CTI, and the Session Initiation Protocol between soft queuing machine and seat triggers, and realized carrying out between user and the different seats switching of media channel.
Description of drawings
System and method disclosed herein has overcome the shortcoming of above-mentioned prior art in its various embodiment, and has realized the advantage that this system and method can not exist before.
More completely describe the present invention below with reference to accompanying drawing, the preferred embodiments of the present invention have been shown in the accompanying drawing.But the present invention may be embodied in many other forms, and is not appreciated that and is limited to embodiment described here; It is for disclosure will be detailed and complete that these embodiment are provided on the contrary, and will intactly scope of the present invention be conveyed to those skilled in the art.From start to finish similarly label is all represented similar elements.
Fig. 1 is the video adapting system block diagram based on soft queuing according to one aspect of the invention;
Fig. 2 is the video adapting method flow chart based on soft queuing according to a further aspect of the present invention;
Fig. 3 is the video adapting signaling process figure based on soft queuing according to a further aspect of the present invention.
Embodiment
When the user set up video calling by the terminal (as Sip Phone, 3G mobile) of supporting video capability with seat, seat can be as required be transferred to other seats with user's video calling, continues to keep video calling by other seats and user.The present invention can be applicable on each call center system of supporting layer architecture, can dock and realize related service with fixed network, mobile network.The fixed network of indication comprises Softswitch, and the mobile network comprises GSM/UMTS, CDMA1X/CDMA2000 etc.
Describe the present invention in detail below in conjunction with drawings and Examples.
According to an aspect of the present invention, as shown in Figure 1, a kind of video adapting system based on soft queuing is used for user video is transferred to another seat (recipient) by a seat (switching side), and this system comprises:
Soft queuing machine is used for the state according to switching side, user and recipient information check switching side and recipient, when switching side for busy, the recipient be idle and during for the video user terminal, release is connected with the speech channel of switching side; Be used for sending user's Session Description Protocol SDP information, and the recipient SDP information that the recipient returns is sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting to the recipient; And
Computer ﹠Telephony Integration Server CTI is used for receiving switching side, user and recipient's information and sending it to soft queuing machine, and this information comprises: IP address and port numbers.
According to a further aspect in the invention, described soft queuing machine also sends to CTI and discharges notice that is connected with the speech channel of switching side and the notice of user having been transferred away; And described CTI also will discharge the notice of speech channel connection and the notice of having transferred sends to switching side.
According to a further aspect in the invention, also after will the side of switching coupling together with recipient's Media Stream, notice CTI has set up being connected of recipient and user to described soft queuing machine; Described CTI sends notice with user's successful connection to the recipient.
According to a further aspect in the invention, also after user's on-hook, notice CTI has hung with user and recipient's speech channel and has been connected described soft queuing machine, and described CTI also sends to the recipient with described notice.
According to a further aspect in the invention, a kind of video adapting method based on soft queuing is also proposed, be applied to comprise the video adapting system of soft queuing machine and Computer ﹠Telephony Integration Server CTI, when user and seat (switching side) are in talking state, by switching side user's video is connected and to be transferred to another seat (recipient), this method may further comprise the steps as shown in Figure 2:
Step 21, by switching side will the side of switching, user and recipient's information sends to soft queuing machine via CTI, described information comprises: IP address and port numbers;
By switching side will the side of switching, user and recipient's information attaches in single step and transmits in the order, and described order is sent to soft queuing machine by described CTI.
Step 22, by soft queuing machine inspection switching side and recipient's state, when switching side for busy, the recipient be free time and when being the video user terminal, release is connected with the speech channel of switching side; And
Step 23, send user's Session Description Protocol SDP information to the recipient by soft queuing machine, and the recipient SDP information that the recipient returns sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting.
Send invitation message by soft queuing machine to the recipient, wherein subsidiary user SDP information is returned recipient SDP information when the recipient accepts this Media Stream; Send heavy message request by soft queuing machine to the user, subsidiary therein recipient SDP information.
According to a further aspect in the invention, in the step 22, discharging the operation that is connected with the speech channel of switching side also comprises: send the notice that discharges the speech channel connection by soft queuing machine to switching side by CTI, and after discharging this connection, send the notice of user having been transferred away to CTI, by CTI this notice is sent to switching side again.
According to a further aspect in the invention, also comprise in the step 23: after will the side of switching coupling together, send notice with user's successful connection by CTI to the recipient by soft queuing machine with recipient's Media Stream.
According to a further aspect in the invention, also comprise after the step 23: after user's on-hook, hung and being connected of user by soft queuing machine notice CTI, and this notice has been sent to the recipient by CTI; Notify CTI to hang up by soft queuing machine again and be connected, and this notice is sent to the recipient by CTI with recipient's speech channel.
According to a further aspect in the invention, as shown in Figure 3, the step of correlation method is as follows:
Step 31, when user and switching side set up video calling, by switching side will the side of switching, user and recipient's information attaches in single step and transmits in (SingleStepTran) order, and described order sent to soft queuing machine by CTI, described information comprises: IP address and port numbers;
Step 32, according to the information in the SingleStepTran order, state by soft queuing machine inspection switching side and recipient, if switching side for busy, promptly have really the user with switching side video calling, the recipient is for idle and be video user terminal (can carry out the video capability negotiation), then soft queuing machine sends Result message to CTI, and by CTI Result is sent to switching side, discharge with switching side between speech channel be connected execution in step 33; Otherwise soft queuing machine sends ERROR message to CTI, notifies switching side's operation failure by CTI again, and failure cause, finishes the switching flow process, is sent 200 OK and is replied the ACK affirmation by soft queuing machine by switching side then;
Step 33 sends the TransferEvent incident by soft queuing machine to CTI, and CTI sends to switching side with the TansferEvent incident, and notice switching side transfers away the user, and this moment, switching side was idle, and the recipient is for busy;
Step 34, soft queuing machine sends to the recipient with call request by CTI, is about to the DeliverEvent incident and sends to the recipient via CTI;
Step 35 sends invitation (Invite) message by soft queuing machine to the recipient, subsidiary user's SDP information, and wherein, when user and switching side set up video calling, soft queuing machine had been preserved user's SDP information;
Step 36, the recipient replys 200OK, and subsidiary recipient's SDP information sends ACK to the recipient after soft queuing machine receives and replys and confirms therein;
Step 37, the recipient sends answering call (AnswerCall) by CTI to soft queuing machine, and soft queuing machine is replied Result, and soft queuing machine was exhaled and was connected the debit this moment, had promptly set up soft queuing machine and had been connected with recipient's calling;
Step 38, heavily invite Reinvite by soft queuing machine to user's transmission, subsidiary recipient SDP information, replying ACK to it after receiving user's 200OK confirms, and send event establishment (Establish-Event) message to CTI by soft queuing machine, and by CTI this message is sent to the recipient again, notify recipient and user's successful connection, the Media Stream that is about to user and recipient couples together, and finishes the video adapting function to the recipient by switching side;
Step 39, after user's on-hook, soft queuing machine sends to CTI and removes connection event (ClearConnection Event), by CTI this incident is sent to the recipient again, notifies recipient user to connect and hangs;
Step 40, soft queuing machine are hung up recipient's speech channel, and send removing connection event (ClearConnection Event) to CTI, and CTI sends to the recipient with this incident, notifies recipient's oneself connection to hang.
The present invention is by the information interaction of soft queuing machine and CTI, and the agreement between soft queuing machine and seat triggers, when having realized that video terminal is set up conversation with the seat terminal that video capability is arranged, seat can arrive another seat with the user video call forwarding according to user's request, keep video calling continuous, realize the video adapting between user and the different seats.
Above-described block diagram and flow chart block support are used to carry out the combination of the device of appointed function, the combination of step that is used to carry out appointed function and the program instruction means that is used to carry out appointed function.Should also be understood that each piece of above-mentioned block diagram and flow chart and the combination of the piece in block diagram and the flow chart can be realized by the combination of the hardware based dedicated computer system of carrying out appointed function or step or specialized hardware and computer instruction.
As the conclusion of foregoing detailed description, should notice that those skilled in the art will be apparent to make many variations and modification to preferred embodiment, and not break away from principle of the present invention in fact.In addition, this variation and modification are wanted to be comprised within the described scope of the present invention of appended claims.
Claims (10)
1. the video adapting system based on soft queuing is used for user video is transferred to the recipient by switching side, comprising:
Soft queuing machine is used for the state according to switching side, user and recipient information check switching side and recipient, when switching side for busy, the recipient be idle and during for the video user terminal, release is connected with the speech channel of switching side; Be used for sending user's Session Description Protocol SDP information, and the recipient SDP information that the recipient returns is sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting to the recipient; And
Computer ﹠Telephony Integration Server CTI is used for receiving switching side, user and recipient's information and sending it to soft queuing machine, and described information comprises IP address and port numbers.
2. according to claim 1 based on the video adapting system of soft queuing, described soft queuing machine also sends to CTI and discharges notice that is connected with the speech channel of switching side and the notice of user having been transferred away; Described CTI also will discharge the notice of speech channel connection and the notice of having transferred sends to switching side.
3. according to claim 1 based on the video adapting system of soft queuing, also after will the side of switching coupling together with recipient's Media Stream, notice CTI has set up being connected of recipient and user to described soft queuing machine; Described CTI sends notice with user's successful connection to the recipient.
4. according to claim 1 based on the video adapting system of soft queuing, also after user's on-hook, notice CTI has hung with user and recipient's speech channel and has been connected described soft queuing machine; Described CTI also sends to the recipient with described notice.
5. video adapting method based on soft queuing, be applied to comprise the video adapting system of soft queuing machine and Computer ﹠Telephony Integration Server CTI, when user and switching side are in talking state, by switching side user's video connection is transferred to the recipient, this method may further comprise the steps:
Steps A, by switching side will the side of switching, user and recipient's information sends to soft queuing machine via CTI, described information comprises: IP address and port numbers;
Step B, by soft queuing machine inspection switching side and recipient's state, when switching side for busy, the recipient be free time and when being the video user terminal, release is connected with the speech channel of switching side; And
Step C, send user's Session Description Protocol SDP information to the recipient by soft queuing machine, and the recipient SDP information that the recipient returns sent to user terminal, user and recipient's Media Stream is coupled together to realize that switching side arrives recipient's video adapting.
As described in the claim 5 based on the video adapting method of soft queuing, among the step B, discharging the operation that is connected with the speech channel of switching side also comprises: send release speech channel by CTI to switching side by soft queuing machine and connect notice, and send the notice of user having been transferred away to switching side.
As described in the claim 5 based on the video adapting method of soft queuing, among the step C, after switching side and recipient's Media Stream coupled together, also send notice with user's successful connection by CTI to the recipient by soft queuing machine.
As described in the claim 5 based on the video adapting method of soft queuing, step C also comprises: after user's on-hook, hung and being connected of user by soft queuing machine notice CTI, and by CTI this notice has been sent to the recipient; Notify CTI to hang up by soft queuing machine again and be connected, and this notice is sent to the recipient by CTI with recipient's speech channel.
As described in the claim 5 based on the video adapting method of soft queuing, steps A also comprises: by switching side will the side of switching, user and recipient's information attaches in single step and transmits in the order, and described order is sent to soft queuing machine by described CTI.
As described in the claim 5 based on the video adapting method of soft queuing, step C also comprises: send invitation message by soft queuing machine to the recipient, wherein subsidiary user SDP information is returned recipient SDP information when the recipient accepts this Media Stream; Send heavy message request by soft queuing machine to the user, subsidiary therein recipient SDP information.
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| CN2008100067400A CN101222553B (en) | 2008-01-30 | 2008-01-30 | Video adapting method and system based on soft queuing |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101668096B (en) * | 2009-09-17 | 2013-05-08 | 中兴通讯股份有限公司 | Message management method and device |
| CN102984403B (en) * | 2012-11-08 | 2014-08-06 | 深圳中兴网信科技有限公司 | Device and method achieving multiple single-line calls in command and dispatching system |
| CN109889758B (en) * | 2019-01-30 | 2022-09-30 | 平安科技（深圳）有限公司 | Video switching method, electronic device, computer equipment and readable storage medium |
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| US6442247B1 (en) * | 2000-03-29 | 2002-08-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment |
| CN1428982A (en) * | 2001-12-26 | 2003-07-09 | 深圳市中兴通讯股份有限公司上海第二研究所 | Calling centre compatible with public switched telenet and interconnected network and its access method |
| CN101106606A (en) * | 2007-07-12 | 2008-01-16 | 中兴通讯股份有限公司 | Method and system for interactive voice response to soft automatic call allocation and registration |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6442247B1 (en) * | 2000-03-29 | 2002-08-27 | Genesys Telecommunications Laboratories, Inc. | Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment |
| CN1428982A (en) * | 2001-12-26 | 2003-07-09 | 深圳市中兴通讯股份有限公司上海第二研究所 | Calling centre compatible with public switched telenet and interconnected network and its access method |
| CN101106606A (en) * | 2007-07-12 | 2008-01-16 | 中兴通讯股份有限公司 | Method and system for interactive voice response to soft automatic call allocation and registration |
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