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WO2008125064A1 - Method, system and device for call scheduling - Google Patents

Method, system and device for call scheduling Download PDF

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Publication number
WO2008125064A1
WO2008125064A1 PCT/CN2008/070731 CN2008070731W WO2008125064A1 WO 2008125064 A1 WO2008125064 A1 WO 2008125064A1 CN 2008070731 W CN2008070731 W CN 2008070731W WO 2008125064 A1 WO2008125064 A1 WO 2008125064A1
Authority
WO
WIPO (PCT)
Prior art keywords
call
scheduling
terminal
request
server
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/CN2008/070731
Other languages
English (en)
French (fr)
Inventor
Jiahua Mao
Pu Zhang
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Huawei Technologies Co Ltd
Original Assignee
Huawei Technologies Co Ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Huawei Technologies Co Ltd filed Critical Huawei Technologies Co Ltd
Priority to EP08734089A priority Critical patent/EP2046007A4/en
Publication of WO2008125064A1 publication Critical patent/WO2008125064A1/zh
Priority to US12/356,727 priority patent/US20090129562A1/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/428—Arrangements for placing incoming calls on hold
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M2203/00—Aspects of automatic or semi-automatic exchanges
    • H04M2203/20—Aspects of automatic or semi-automatic exchanges related to features of supplementary services
    • H04M2203/2077—Call queuing apart from automatic call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5133—Operator terminal details
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5234—Uniform load distribution

Definitions

  • the present invention relates to the field of communications technologies, and in particular, to a call scheduling method system and apparatus. Background technique
  • call scheduling systems are increasingly used in our lives.
  • call dispatching systems that deal with various emergencies such as crimes, fires, explosions, emergency medical emergencies, emergency repairs such as water and electricity, and call dispatching systems that handle general production activities such as vehicle dispatching and field exploration.
  • the current call scheduling system uses the scheduling mode to set the call queue.
  • the calling terminal needs to set the priority in advance.
  • the call to be scheduled is queued in the call queue.
  • the call scheduling system assigns the call according to the priority level and chronological order. Dispatcher.
  • the embodiment of the invention provides a call scheduling method, which can simultaneously hold multiple calls to implement flexible scheduling.
  • the following processing is performed: storing the received call into a call holding queue corresponding to the scheduling terminal, or maintaining a call being processed by the scheduling terminal to a corresponding terminal of the scheduling terminal
  • the call is held in the queue, and the received call is processed, or the received call is assigned to other dispatching terminals.
  • a call scheduling system includes a call scheduling server connected to one or more scheduling terminals, where:
  • the call scheduling server is configured to receive a call sent by the user, and allocate the call to the scheduling terminal; and receive a call processing request sent by the scheduling terminal, and according to the call processing request, perform the following processing:
  • the received call is stored in a call hold queue corresponding to the scheduling terminal, or the call being processed by the scheduling terminal is held in a call hold queue corresponding to the scheduling terminal, and the received call is processed. Calling, or assigning the received call to other dispatching terminals;
  • the scheduling terminal is configured to send a call processing request to the call scheduling server according to a call control instruction.
  • An embodiment of the present invention provides a call scheduling apparatus, including:
  • a module for receiving a user initiated call and assigning the call to a dispatching terminal a module for receiving a call processing request of the dispatching terminal;
  • a call control server configured to receive a call incoming message sent by the call receiving device, initiate a call scheduling request to the call scheduling server, and control the call receiving device to perform call transfer and call hold according to the scheduling result of the call scheduling server;
  • a call scheduling server configured to receive a call scheduling request, allocate a call to the scheduling terminal, receive a scheduling instruction of the scheduling terminal, deposit the call into a call holding queue corresponding to the scheduling terminal, or retrieve the held call from the call holding queue .
  • the embodiment of the invention further provides a scheduling terminal, including:
  • a call sending/receiving module configured to initiate a call to a user or receive a user-initiated call
  • a processing selection module configured to provide a dispatcher to select a manner of processing the call, and obtain a dispatcher's selection result; when the dispatcher selects the call When held, the notification is sent to the call holding module; when the dispatcher selects to process immediately, the call execution module is notified;
  • the call hold module stores the call into the call hold queue corresponding to itself and keeps the call;
  • Call execution module connect the call to realize the call;
  • the call selection module selects the held call from the call hold queue corresponding to itself, and the call execution module performs processing.
  • the technical solution provided by the embodiment of the present invention allocates the received call to one or more scheduling terminals, and then processes the received call by interacting with the scheduling terminal that receives the allocated call, for example, Receiving a call processing request returned by the scheduling terminal, and further processing the call according to the call processing request, for example, the call may be stored in a call holding queue corresponding to the scheduling terminal, and further processed; or the call is redistributed to other Dispatch terminal.
  • the received call can be maintained, and the call can be selected from the call hold queue at any time according to the processing progress, and the load between the dispatch terminals can be balanced, which improves the flexibility and initiative of the call scheduling, and the control process is also improved. Easy to implement. DRAWINGS
  • FIG. 1 is a schematic structural diagram of a call scheduling system according to an embodiment of the present invention.
  • FIG. 2 is a schematic structural diagram of a call terminal according to an embodiment of the present invention.
  • FIG. 3 is a flowchart of a call scheduling method according to an embodiment of the present invention.
  • FIG. 5 is a flowchart of a call signaling interaction that is currently being processed according to an embodiment of the present invention
  • FIG. 6 is a flow chart of signaling interaction for selecting a call from a call hold queue according to an embodiment of the present invention. detailed description
  • the call priority is preset by the terminal, and it is not determined that the call sent by the terminal is an emergency call that needs priority processing; the call is automatically assigned by the call queue, and the dispatcher has no option, scheduling Inflexible; If the dispatcher is handling an emergency call when an ordinary call is being made, the dispatcher must remove the normal call to process the emergency call, that is, the system needs to remove the normal call and then connect the current emergency call.
  • the control process is complicated. .
  • the embodiment of the present invention provides a call scheduling system, and a schematic structural diagram thereof is shown in FIG. 1.
  • the method includes: a call receiving device 101, a call control server 102, a call scheduling server 103, and one or more scheduling terminals 104;
  • the call receiving device 101 is configured to receive a call initiated by a user or a dispatcher to complete the call connection; and interact with the call control server 102 through a computer-supported Computer Supported Telecommunications Applications (CSTA) protocol, including call control.
  • CSTA Computer Supported Telecommunications Applications
  • the server 102 sends a call message of incoming call, connect, hold, etc., receives a call control instruction of the call control server 102, and implements call transfer and call hold;
  • a call control server 102 configured to interact with the call dispatch server 103, and control the call receiving device 101 to perform call transfer and call hold;
  • the call scheduling server 103 is configured to allocate a call accessed by the call receiving device 101 to the dispatch terminal 104, and store and update a call hold queue corresponding to each dispatch terminal 104;
  • the scheduling terminal 104 is configured to receive a call control command of the user, interact with the call scheduling server 103, store the assigned call in its own corresponding call hold queue, or select a call from the corresponding call hold queue for processing.
  • the held party in the call hold state is in a waiting state, the held party can handle other transactions, and the call hold state can be implemented by a queuing device (e.g., PARK device) 105, which receives the call transferred by the call receiving device 101 and holds the call.
  • the queuing device 105 is at least one or plural, and is integrated with the call receiving device 101.
  • the call control server 102 and the call dispatch server 103 can be logical entities that can be integrated into one call processing device.
  • the specific structure of the scheduling terminal 104 includes:
  • the call sending/receiving module 1041 is configured to receive a call control indication and receive user call information from the call scheduling server; and send call control information to the call scheduling server.
  • the processing selection module 1042 is configured to provide a dispatcher to select a processing manner of the call, and obtain a selection result of the dispatcher; when the dispatcher selects the call hold, the notification is sent to the call holding module 1043; when the dispatcher selects to select the immediate processing
  • the call execution module 1043 notifies the call execution module 1043, and the user call received by the call sending/receiving module 1041 or the call initiated by the user is stored in the call hold queue corresponding to the dispatch terminal, and the call is held;
  • the executing module 1044 is configured to connect a call accessed in the call sending/receiving module 1041 or a call initiated by the user to implement a call;
  • the call selection module 1045 selects from the call hold queue corresponding to the scheduling terminal itself. The call is held by the call execution module 1044.
  • Step S11 The call receiving device 101 receives a call initiated by the user, and sends a call scheduling request to the call scheduling server 103 through the call control server 102.
  • the call scheduling server 103 performs call distribution.
  • the method includes: querying the number of currently stored calls in the call hold queue corresponding to each of the scheduled terminals, and assigning the call to the dispatch terminal 104 with the least number of stored calls;
  • the scheduling terminal 104 After receiving the allocated call, the scheduling terminal 104 prompts the dispatcher to have a new call, requests the dispatcher to select a scheduling mode, and performs corresponding processing according to different scheduling modes selected by the dispatcher;
  • step S14 When the dispatcher chooses to hold the call, step S14 is performed; when the dispatcher chooses to process immediately, step S15 is performed, and when the dispatcher selects to reject the process, step S16 is performed;
  • the scheduling terminal 104 sends a hold call instruction to the call dispatch server 103, and the call dispatch server 103 stores the call in the call hold queue corresponding to the assigned dispatch terminal 104, and instructs the call receiving device 101 via the call control server 102.
  • the call is transferred to the queue device 105 for hold, waiting for processing.
  • the scheduling terminal 104 determines whether another call is currently being processed. If the call is currently idle, the newly accessed call is directly processed. If a call is currently being processed, the call being processed is first held in the corresponding call hold queue. The newly accessed call is processed when it is successful.
  • the scheduling terminal 104 returns a call rejection message to the call scheduling server 103, and the call scheduling server 103 re-allocates the call to other scheduling terminals.
  • the technical solution provided by the embodiment of the present invention allocates the received call to one or more scheduling terminals, and then processes the received call by interacting with the scheduling terminal that receives the allocated call, for example, Receiving a call processing request returned by the scheduling terminal, and further processing the call according to the call processing request, for example, the call may be stored in a call holding queue corresponding to the scheduling terminal, and further processed; or the call is redistributed to other Dispatch terminal.
  • the received call can be maintained, and the call can be selected from the call hold queue at any time according to the processing progress, and the load between the dispatch terminals can be balanced, which improves the flexibility and initiative of the call scheduling, and the control process is also improved. Easy to implement.
  • each scheduling terminal can To handle multiple calls (for example, more than 8 calls are placed in the call hold queue corresponding to each dispatch terminal), and urgent calls can be prioritized; the dispatching end user can deposit the call into the call according to his or her own wishes. Wait in the queue, or take the call to be processed from the call hold queue, and decide the call priority autonomously to better complete the scheduling task.
  • FIG. 3 illustrates the scheduling steps after the call is accessed.
  • the signaling interaction process between the components of the call scheduling system in the scheduling process is specifically described below with reference to the accompanying drawings.
  • a flow chart of signaling interaction for call access and hold provided by an embodiment of the present invention includes the following steps:
  • the call receiving device 101 After receiving the call initiated by the user, the call receiving device 101 sends a call incoming message to the call control server 102.
  • the call control server 102 After receiving the call incoming message, the call control server 102 initiates a call scheduling request to the call scheduling server 103.
  • the call scheduling server 103 performs call distribution. Specifically, the method includes: querying a locally stored number of calls currently stored in a call hold queue corresponding to each scheduling terminal, and allocating the call to a scheduling terminal with a minimum number of stored calls;
  • the call scheduling server 103 sends a call incoming notification to the assigned scheduling terminal 104.
  • the scheduling terminal 104 receives the call incoming notification, prompts the dispatcher to have a new call, requests the dispatcher to select a scheduling mode, and obtains a scheduling mode selected by the dispatcher.
  • the scheduling terminal 104 sends a hold call instruction to the call scheduling server 103.
  • the call scheduling server 103 stores the call in a call hold queue corresponding to the dispatch terminal 104.
  • the call scheduling server 103 returns a call scheduling result to the call control server 102, and instructs the dispatcher to select a scheduling mode to hold the call.
  • the call control server 102 selects a queuing device 105 for call hold;
  • the call control server 102 sends a transfer call (DIVERTCALL) command to the call receiving device 101 to instruct the call receiving device 101 to transfer the call to the selected queuing device 105 to maintain;
  • DIVERTCALL transfer call
  • the call control server 102 After the call receiving device 101 transfers the received call to the queuing device 105, The call control server 102 returns a call queue event response message;
  • the call control server 102 returns a call hold success response message to the dispatch terminal 104.
  • the signaling flow shown in FIG. 4 describes that after the scheduling terminal receives a new call, the dispatcher selects the scheduling mode that first maintains the post-processing, and stores the currently accessed call into the call holding queue corresponding to the scheduling terminal. Waiting for the dispatcher to process later. In this case, the newly received call is not a particularly urgent call, or a higher priority, more urgent call is being processed; therefore, the newly accessed call is first placed in the call hold queue, etc. After the processed call is processed, the held call is selected from the call hold queue for processing.
  • the newly accessed call is a high priority call, or an emergency call that should be processed immediately, in which case the call to the newly accessed call is immediately processed. If the scheduling terminal is currently idle, the newly accessed call can be directly processed; if the scheduling terminal currently has a call in progress, the call to be processed needs to be first held in the call holding queue corresponding to the scheduling terminal itself, and remains successful. The newly accessed emergency call is then processed.
  • a flow chart of signaling interaction for the scheduling terminal to maintain the call being processed to the call holding queue corresponding to the scheduling terminal itself includes the following steps:
  • the scheduling terminal 104 sends a call hold request to the call scheduling server 103, where the call request carries a corresponding identifier (call ID) of the call that is requested to be held.
  • the call is a call that the scheduling terminal is processing, and the corresponding identifier Corresponding identification of the call that is being processed by the scheduling terminal;
  • the call scheduling server 103 stores the call that is requested to be held in the call hold queue corresponding to the scheduling terminal.
  • the call scheduling server 103 returns a call hold result to the call control server 102, and carries the call ID requested to be held;
  • the call control server 102 selects a queuing device for call hold
  • the call control server 102 sends a transfer call instruction to the call receiving device 101, instructing the call receiving device 101 to transfer the call requested to be held to the selected queuing device to maintain;
  • the call receiving device 101 returns the call queued event response message to the call control server 102 after transferring the call that is requested to be held to the queued device.
  • the call control server 102 returns a call hold success response message to the dispatch terminal 104. After receiving the hold success response message, the dispatch terminal 104 can process the currently accessed emergency call.
  • the process shown in Figure 5 is implemented to store the call currently being processed by the scheduling terminal to the call hold queue corresponding to the scheduling terminal, that is, to temporarily suspend the call being processed, and transfer the call to the queued device for maintenance; then, scheduling The caller can also select the call from the call hold queue to continue processing at any time; therefore, the manner of such temporary suspension processing is completely different from the prior art teardown call. This temporary suspension of processing allows the dispatcher to flexibly control the processing order of different calls, and improves the flexibility, rationality and practicability of the scheduling of the call scheduling system.
  • the dispatching terminal 104 can call the user through the call receiving device 101, and the call receiving device 101 performs call connection.
  • the dispatcher can maintain the call initiated by the user to the user through the dispatch terminal 104 to the corresponding call hold queue.
  • the specific holding method and the scheduling terminal hold the call being processed to the same in the call holding queue corresponding to the scheduling terminal itself, that is, the corresponding flow shown in FIG. 4 is executed.
  • a signaling interaction flowchart for processing a call from a call hold queue includes the following steps:
  • the scheduling terminal 104 sends a call hold queue query request to the call scheduling server 103.
  • the call scheduling server 103 returns the locally stored call hold queue list information corresponding to the scheduling terminal to the dispatch terminal 104.
  • the list information includes at least each call ID stored in the call hold queue.
  • the scheduling terminal 104 presents the call information saved in the call hold queue returned by the call scheduling server 103 to the dispatcher, and receives the corresponding call prepared by the dispatcher from the call hold queue list.
  • the scheduling terminal 104 sends an acquisition call request to the call scheduling server 103, and carries a corresponding call ID selected by the dispatcher.
  • the call scheduling server 103 forwards the call request to the call control server 102;
  • the call control server 102 sends a transfer call instruction to the call receiving device 101, indicating that the corresponding call selected by the user is transferred to the dispatch terminal 104;
  • the call receiving device 101 transfers the corresponding call held in the queuing device to the scheduling terminal. 104;
  • the call receiving device 101 sends a call close message to the call control server 102.
  • the call control server 102 returns an acquisition call success message to the call scheduling server 103.
  • the call scheduling server 103 deletes the corresponding call that has been transferred to the scheduling terminal from the locally stored call holding queue corresponding to the scheduling terminal.
  • the call scheduling server 103 returns an acquisition call success response to the scheduling terminal 104.
  • the dispatcher can select the call from the call hold queue to process according to his own wishes, and realize the combination of automatic call assignment and manual selection, which makes the call scheduling more reasonable and effectively improves the quality of call scheduling.
  • the dispatcher After the call is assigned to the scheduling terminal, the dispatcher has an alternative manner of rejecting the call. After the scheduling terminal 104 obtains the scheduling mode selected by the user for the newly accessed call rejection processing, the dispatching server 103 is sent to the call scheduling server 103. Returning the call reject message, the call dispatch server 103 reassigns the call to other dispatch terminals in the call dispatch system.
  • the technical solution provided by the embodiment of the present invention allocates the received call to one or more scheduling terminals, and then processes the received by interacting with the scheduling terminal that receives the allocated call.
  • the incoming call for example, receiving a call processing request returned by the scheduling terminal, further processing the call according to the call processing request, for example, the call may be stored in a call holding queue corresponding to the scheduling terminal, and further processed; or The call is reassigned to other dispatching terminals.
  • the received call can be maintained, and the call can be selected from the call hold queue at any time according to the processing progress, and the load between the dispatch terminals can be balanced, which improves the flexibility and initiative of the call scheduling, and the control process is also improved. Easy to implement.
  • each scheduling terminal can process multiple calls (for example, depositing more than 8 calls in the call holding queue corresponding to each scheduling terminal), and is urgent.
  • the call can be processed preferentially; the scheduling terminal user can store the call in the call hold queue according to his or her own will, or take the call to be processed from the call hold queue, and determine the call priority autonomously, thereby better completing the scheduling task.

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Description

一种呼叫调度方法、 系统及装置 本申请要求于 2007 年 04 月 17 日提交中国专利局、 申请号为 200710098161.9、 发明名称为"一种呼叫调度方法、 系统及装置"的中国专利 申请的优先权， 其全部内容通过引用结合在本申请中。 技术领域
本发明涉及通信技术领域， 尤其涉及一种呼叫调度方法系统及装置。 背景技术
随着社会的不断发展进步， 呼叫调度系统在我们的生活中得到越来越 多的应用。 既有处理犯罪、 火灾、 爆炸等各种警情以及群众医疗急救、 水 电抢修等紧急突发事件的呼叫调度系统， 也有处理车辆调度、 野外勘探等 一般生产活动的呼叫调度系统。
目前的呼叫调度系统釆用调度方式的是设置呼叫队列的方式， 呼叫终 端需要预先设置优先级， 申请调度的呼叫在呼叫队列中排队， 呼叫调度系 统按照优先级高低和时间先后顺序将呼叫分配给调度员。
发明人在实现本发明的过程中发现现有技术中的釆用的调度方式缺乏 灵活性， 控制过程较复杂。 发明内容
本发明实施例提供一种呼叫调度方法， 可以同时保持多路呼叫以实现 灵活调度。
本发明实施例提供的一种呼叫调度方法， 包括：
将接收的呼叫分配给调度终端；
接收所述调度终端返回的呼叫处理请求； 及
根据所述呼叫处理请求， 进行如下处理： 将所述接收到的呼叫存入到 所述调度终端对应的呼叫保持队列中， 或将所述调度终端正在处理的呼叫 保持到所述调度终端对应的呼叫保持队列中， 并处理所述接收到的呼叫， 或将所述接收到的呼叫分配给其它调度终端。
本发明实施例提供的一种呼叫调度系统， 包括与一个或多个调度终端 相连接的呼叫调度服务器， 其中： 所述呼叫调度服务器用于接收用户发送的呼叫， 并将所述呼叫分配给 所述调度终端； 以及接收所述调度终端发送的呼叫处理请求， 并根据所述 呼叫处理请求， 进行如下处理： 将所述接收到的呼叫存入到所述调度终端 对应的呼叫保持队列中， 或将所述调度终端正在处理的呼叫保持到所述调 度终端对应的呼叫保持队列中， 并处理所述接收到的呼叫， 或将所述接收 到的呼叫分配给其它调度终端；
所述调度终端， 用于根据呼叫控制指令向所述呼叫调度服务器发送呼 叫处理请求。
本发明实施例提供一种呼叫调度装置， 包括：
用于接收用户发起的呼叫， 并将所述呼叫分配给调度终端的模块； 用于接收所述调度终端的呼叫处理请求的模块； 及
用于根据所述呼叫处理请求， 进行如下处理的模块： 将所述接收到的 呼叫存入到所述调度终端对应的呼叫保持队列中， 或将所述调度终端正在 处理的呼叫保持到所述调度终端对应的呼叫保持队列中， 并处理所述接收 到的呼叫， 或将所述接收到的呼叫分配给其它调度终端。
本发明实施例提供的另一种呼叫处理装置， 包括：
呼叫控制服务器， 用于接收呼叫接收设备发送的呼叫进入消息， 向呼 叫调度服务器发起呼叫调度请求； 并根据呼叫调度服务器的调度结果， 控 制所述呼叫接收设备进行呼叫转移和呼叫保持；
呼叫调度服务器， 用于接收呼叫调度请求， 分配呼叫给调度终端； 接 收所述调度终端的调度指令， 存入呼叫到与调度终端对应的呼叫保持队列 中， 或从呼叫保持队列中取出保持的呼叫。
本发明实施例还提供一种调度终端， 包括：
呼叫发送 /接收模块， 用于向用户发起呼叫或接收用户发起的呼叫； 处理选择模块， 用于提供调度员选择对呼叫的处理方式， 并获取调度 员的选择结果； 当获取到调度员选择呼叫保持时， 通知给呼叫保持模块； 当获取到调度员选择立即处理时， 通知给呼叫执行模块；
呼叫保持模块， 将呼叫存入到与自身对应的呼叫保持队列中， 并保持 呼叫； 呼叫执行模块， 接通呼叫实现通话；
呼叫选取模块， 从与自身对应的呼叫保持队列中选择保持的呼叫， 由 所述呼叫执行模块进行处理。
本发明实施例提供的技术方案， 通过对接收到的呼叫进行分配， 分配 给一个或多个调度终端， 再通过与接收到所分配的呼叫的调度终端间交互， 处理所接收到的呼叫， 例如接收调度终端返回的呼叫处理请求， 根据该呼 叫处理请求进一步处理该呼叫， 例如可以将该呼叫存入到与该调度终端对 应的呼叫保持队列中， 再进一步处理； 或者将该呼叫再分配给其它调度终 端。 这样， 可以对接收到的呼叫进行保持， 根据处理进度随时从呼叫保持 队列中选择呼叫进行处理， 还可以平衡调度终端间的负荷， 很好提高了呼 叫调度的灵活性、 主动性， 控制过程也易于实现。 附图说明
图 1为本发明实施例呼叫调度系统结构示意图；
图 2为本发明实施例呼叫终端结构示意图；
图 3为本发明实施例呼叫调度方法流程图；
图 4为本发明实施例呼叫接入并保持的信令交互流程图；
图 5为本发明实施例保持当前正在处理的呼叫信令交互流程图； 图 6 为本发明实施例从呼叫保持队列中选取呼叫进行处理的信令交互 流程图。 具体实施方式
鉴于现有技术中的釆用的调度方式， 呼叫优先级由终端预先设置， 并 不能确定该终端发出的呼叫就是需要优先处理的紧急呼叫； 呼叫由呼叫队 列自动分配， 调度员没有选择权， 调度不灵活； 如果调度员正在处理一个 普通呼叫时来了一个紧急呼叫， 调度员必须拆掉普通呼叫才能处理紧急呼 叫， 即系统需要拆除普通呼叫的话路后再接通当前紧急呼叫， 控制过程较 复杂。
本发明实施例提供一种呼叫调度系统， 其结构示意图如图 1 所示， 包 括： 呼叫接收设备 101、 呼叫控制服务器 102、 呼叫调度服务器 103和一个 或多个调度终端 104; 其中： 呼叫接收设备 101 ,用于接收用户或调度员发起的呼叫，完成呼叫接续； 并与呼叫控制服务器 102之间通过计算机支持的电信应用服务（Computer Supported Telecommunications Applications , CSTA )协议交互, 包括向呼叫 控制服务器 102发送呼叫进入、 接通、 保持等呼叫消息， 接收呼叫控制服 务器 102的呼叫控制指令， 实现呼叫转移和呼叫保持；
呼叫控制服务器 102 , 用于与呼叫调度服务器 103交互， 并控制呼叫接 收设备 101进行呼叫转移和呼叫保持；
呼叫调度服务器 103 ,用于将呼叫接收设备 101接入的呼叫分配给调度 终端 104, 存储并更新与各调度终端 104对应的呼叫保持队列；
调度终端 104 , 用于接收用户的呼叫控制指令， 与呼叫调度服务器 103 交互， 将分配的呼叫存入到自身对应的呼叫保持队列中， 或从对应的呼叫 保持队列中选取呼叫进行处理。
呼叫保持状态中被保持的一方处于等待状态， 保持的一方可处理其它 事务， 呼叫保持状态可以由排队设备（例如 PARK设备） 105实现， 排队设 备 105接收呼叫接收设备 101转移的呼叫并保持呼叫。 排队设备 105至少 为一个， 也可以是多个， 与呼叫接收设备 101为一体设备。
呼叫控制服务器 102和呼叫调度服务器 103可以是逻辑实体， 可以集 成于一个呼叫处理装置中。
调度终端 104的具体结构， 如图 2所示， 包括：
呼叫发送 /接收模块 1041 , 用于接收呼叫控制指示和接收来自呼叫调度 服务器的用户呼叫信息； 并发送呼叫控制信息给呼叫调度服务器。
处理选择模块 1042 , 用于提供调度员选择对呼叫的处理方式， 并获取 调度员的选择结果； 当获取到调度员选择呼叫保持时， 通知给呼叫保持模 块 1043; 当获取到调度员选择立即处理时， 通知给呼叫执行模块 1044; 呼叫保持模块 1043 , 将呼叫发送 /接收模块 1041接收的用户呼叫或向 用户发起的呼叫， 存入到与调度终端对应的呼叫保持队列中， 并保持呼叫； 呼叫执行模块 1044 , 接通呼叫发送 /接收模块 1041 中接入的呼叫或向 用户发起的呼叫， 实现通话；
呼叫选取模块 1045 , 从与调度终端自身对应的呼叫保持队列中选择保 持的呼叫， 由呼叫执行模块 1044进行呼叫处理。
呼叫调度系统接收呼叫后进行调度的具体流程如图 3所示， 包括步骤： S11、呼叫接收设备 101接收用户发起的呼叫，通过呼叫控制服务器 102 向呼叫调度服务器 103发送呼叫调度请求；
S12、 呼叫调度服务器 103进行呼叫分配；
具体包括： 查询本地存储的与每个调度终端对应的呼叫保持队列中当 前存放的呼叫数量， 将该呼叫分配给存放的呼叫数量最少的调度终端 104;
513、 调度终端 104接收到分配的呼叫后， 提示调度员有新呼叫进入， 请求调度员选择调度方式； 并根据调度员选择的不同调度方式进行相应处 理；
当调度员选择保持呼叫时， 执行步骤 S14; 当调度员选择立即处理时， 执行步骤 S15 , 当调度员选择拒绝处理时， 执行步骤 S16;
514、 调度终端 104向呼叫调度服务器 103发送保持呼叫指令， 呼叫调 度服务器 103将该呼叫存入到与分配的调度终端 104对应的呼叫保持队列 中， 并通过呼叫控制服务器 102指示呼叫接收设备 101将呼叫转移到排队 设备 105中保持， 等待处理。
515、 调度终端 104判断当前是否正在处理另一呼叫， 若当前空闲， 则 直接处理新接入的呼叫； 若当前有呼叫正在处理， 先将正在处理的呼叫保 持到自身对应的呼叫保持队列中， 当保持成功后再处理新接入的呼叫。
S16、 调度终端 104向呼叫调度服务器 103返回呼叫拒绝消息， 由呼叫 调度服务器 103将呼叫重新分配给其它调度终端。
本发明实施例提供的技术方案， 通过对接收到的呼叫进行分配， 分配 给一个或多个调度终端， 再通过与接收到所分配的呼叫的调度终端间交互， 处理所接收到的呼叫， 例如接收调度终端返回的呼叫处理请求， 根据该呼 叫处理请求进一步处理该呼叫， 例如可以将该呼叫存入到与该调度终端对 应的呼叫保持队列中， 再进一步处理； 或者将该呼叫再分配给其它调度终 端。 这样， 可以对接收到的呼叫进行保持， 根据处理进度随时从呼叫保持 队列中选择呼叫进行处理， 还可以平衡调度终端间的负荷， 很好提高了呼 叫调度的灵活性、 主动性， 控制过程也易于实现。 并且， 每个调度终端可 以处理多个呼叫 （例如， 在每个调度终端对应的呼叫保持队列中存入 8 个 以上的呼叫）， 而且紧急的呼叫可以优先处理； 调度终端用户可以根据自己 的意愿将呼叫存入呼叫保持队列中等待， 或从呼叫保持队列中取出待处理 的呼叫， 自主决定呼叫优先级， 从而更好地完成调度任务。
图 3 所示流程对呼叫接入后的调度步骤进行了说明， 下面结合附图， 具体描述调度过程中呼叫调度系统的各部件之间的信令交互流程。
参见图 4, 为本发明实施例提供的呼叫接入并保持的信令交互流程图， 包括步骤：
401、呼叫接收设备 101接收用户发起的呼叫后，向呼叫控制服务器 102 发送呼叫进入消息；
402、 呼叫控制服务器 102接收到呼叫进入消息后， 向呼叫调度服务器 103发起呼叫调度请求；
403、 呼叫调度服务器 103进行呼叫分配； 具体可以包括： 查询本地存 储的与每个调度终端对应的呼叫保持队列中当前存放的呼叫数量， 并将该 呼叫分配给存放的呼叫数量最少的调度终端；
404、 呼叫调度服务器 103向分配的调度终端 104发送呼叫进入通知；
405、 调度终端 104接收呼叫进入通知， 提示调度员有新呼叫进入， 请 求调度员选择调度方式， 并获取调度员选择的调度方式。
当调度员选择保持呼叫时， 执行下述步骤。
406、 调度终端 104向呼叫调度服务器 103发送保持呼叫指令；
407、 呼叫调度服务器 103将该呼叫存入到与该调度终端 104对应的呼 叫保持队列中；
408、 呼叫调度服务器 103向呼叫控制服务器 102返回呼叫调度结果， 指示调度员选择的调度方式为保持呼叫；
409、 呼叫控制服务器 102选择一个用于呼叫保持的排队设备 105;
410、 呼叫控制服务器 102 向呼叫接收设备 101 发送转移呼叫 ( DIVERTCALL )指令， 指示呼叫接收设备 101将呼叫转移到选择的排队 设备 105保持；
411、 呼叫接收设备 101将接收的呼叫转移到排队设备 105保持后， 向 呼叫控制服务器 102返回呼叫排队事件响应消息；
412、呼叫控制服务器 102向调度终端 104返回呼叫保持成功响应消息。 图 4 中所示的信令流程描述了调度终端接收到新呼叫后， 调度员选择 先保持后处理的调度方式时， 将当前接入的呼叫存入到与调度终端对应的 呼叫保持队列中， 等待调度员之后处理。 这种情形， 一般是新接收的呼叫 不是特别紧急的呼叫， 或者正在处理优先级更高的、 更紧急的呼叫； 因此， 先把该新接入的呼叫存放到呼叫保持队列中， 等当前正在处理的呼叫处理 完毕后， 再从呼叫保持队列中选取保持的呼叫进行处理。
还有另一种情形， 即新接入的呼叫为高优先级呼叫， 或者应该立即处 理的紧急呼叫， 在这种情况下， 选择立即处理新接入的呼叫。 若调度终端 当前空闲， 则可以直接处理新接入的呼叫； 若调度终端当前有正在处理的 呼叫时， 需要先将该正在处理的呼叫保持到调度终端自身对应的呼叫保持 队列中， 当保持成功后再处理新接入的紧急呼叫。
如图 5 所示， 为调度终端将正在处理的呼叫保持到调度终端自身对应 的呼叫保持队列中的信令交互流程图， 包括步骤：
501、 调度终端 104向呼叫调度服务器 103发送呼叫保持请求， 该呼叫 请求中携带请求保持的呼叫的对应标识（呼叫 ID ); 在本实施例中， 该呼叫 为调度终端正在处理的呼叫， 对应标识为调度终端将正在处理的呼叫的对 应标识；
502、 呼叫调度服务器 103将请求保持的呼叫存入到调度终端对应的呼 叫保持队列中；
503、 呼叫调度服务器 103向呼叫控制服务器 102返回呼叫保持结果， 携带请求保持的呼叫 ID;
504、 呼叫控制服务器 102选择一个用于呼叫保持的排队设备；
505、 呼叫控制服务器 102向呼叫接收设备 101发送转移呼叫指令， 指 示呼叫接收设备 101将请求保持的呼叫转移到选择的排队设备保持；
506、 呼叫接收设备 101将请求保持的呼叫转移到述排队设备保持后， 向呼叫控制服务器 102返回呼叫排队事件响应消息；
507、呼叫控制服务器 102向调度终端 104返回呼叫保持成功响应消息； 调度终端 104接收到保持成功响应消息后， 可以处理当前接入的紧急呼叫。 图 5 所示流程实现了将调度终端当前正在处理的呼叫存放到调度终端 对应的呼叫保持队列中， 即相当于暂时中止正在处理的呼叫， 将该呼叫先 转移到排队设备中保持； 之后， 调度员还可以随时从呼叫保持队列中选取 该呼叫继续处理； 因此， 这种暂时中止处理的方式与现有技术中的拆除呼 叫完全不同。 这种暂时中止处理的方式， 使得调度员可以灵活控制不同呼 叫的处理顺序， 提高了呼叫调度系统调度的灵活性、 合理性和实用性。
在上述本发明实施例中， 调度终端 104可以通过呼叫接收设备 101呼 叫用户， 由呼叫接收设备 101 进行呼叫接续。 在通话过程中， 调度员可以 通过调度终端 104将自身向用户发起的呼叫保持到对应的呼叫保持队列中。 具体保持方法与调度终端将正在处理的呼叫保持到调度终端自身对应的呼 叫保持队列中相同， 即执行图 4所示对应流程。
与调度终端对应的呼叫保持队列中， 可能存储有一个或多个等待处理 的呼叫； 调度员可以通过调度终端随时选择其中的呼叫进行处理。 如图 6 所示， 为从呼叫保持队列中选取呼叫进行处理的信令交互流程图， 包括步 骤：
601、调度终端 104向呼叫调度服务器 103发送呼叫保持队列查询请求；
602、 呼叫调度服务器 103向调度终端 104返回本地存储的与调度终端 对应的呼叫保持队列列表信息； 列表信息至少包括呼叫保持队列存入的各 呼叫 ID;
603、 调度终端 104将呼叫调度服务器 103返回的呼叫保持队列中保存 的呼叫信息呈现给调度员， 接收调度员从呼叫保持队列列表中选取的准备 处理的对应呼叫；
604、 调度终端 104向呼叫调度服务器 103发送获取呼叫请求， 携带调 度员选取的对应呼叫 ID；
605、 呼叫调度服务器 103转发获取呼叫请求给呼叫控制服务器 102;
606、 呼叫控制服务器 102向呼叫接收设备 101发送转移呼叫指令， 指 示将用户选取的对应呼叫转移到调度终端 104;
607、 呼叫接收设备 101将排队设备中保持的对应呼叫转移到调度终端 104;
608、 当对应呼叫成功转移到调度终端 104后， 呼叫接收设备 101向呼 叫控制服务器 102发送呼叫接通消息；
609、 呼叫控制服务器 102向呼叫调度服务器 103返回获取呼叫成功消 息；
610、 呼叫调度服务器 103从本地存储的与调度终端对应的呼叫保持队 列中删除已转移到调度终端的对应呼叫；
611、 呼叫调度服务器 103向调度终端 104返回获取呼叫成功响应。 通过图 6 所示信令流程， 调度员可根据自己的意愿从呼叫保持队列中 选取呼叫进行处理， 实现了呼叫自动分配和人工选择的结合， 使得呼叫调 度更合理， 有效提高呼叫调度的质量。
在呼叫分配到调度终端后， 调度员还有一种可选方式是拒绝该呼叫； 当调度终端 104获取到用户选择的对新接入的呼叫釆取拒绝处理的调度方 式后， 向呼叫调度服务器 103返回呼叫拒绝消息， 呼叫调度服务器 103将 该呼叫再次分配给呼叫调度系统中的其它调度终端。
综上所述， 本发明实施例提供的技术方案， 通过对接收到的呼叫进行 分配， 分配给一个或多个调度终端， 再通过与接收到所分配的呼叫的调度 终端间交互， 处理所接收到的呼叫， 例如接收调度终端返回的呼叫处理请 求， 根据该呼叫处理请求进一步处理该呼叫， 例如可以将该呼叫存入到与 该调度终端对应的呼叫保持队列中， 再进一步处理； 或者将该呼叫再分配 给其它调度终端。 这样， 可以对接收到的呼叫进行保持， 根据处理进度随 时从呼叫保持队列中选择呼叫进行处理， 还可以平衡调度终端间的负荷， 很好提高了呼叫调度的灵活性、 主动性， 控制过程也易于实现。 并且， 本 发明实施例提供的呼叫调度系统及调度方法， 每个调度终端可以处理多个 呼叫（例如，在每个调度终端对应的呼叫保持队列中存入 8个以上的呼叫 ), 而且紧急的呼叫可以优先处理； 调度终端用户可以根据自己的意愿将呼叫 存入呼叫保持队列中等待， 或从呼叫保持队列中取出待处理的呼叫， 自主 决定呼叫优先级， 从而更好地完成调度任务。
上述实施例是用于说明和解释本发明的原理的。 可以理解， 本发明的 具体实施方式不限于此。 对于本领域技术人员而言， 在不脱离本发明的实 质和范围的前提下进行的各种变更和修改均涵盖在本发明的保护范围之 内。 因此， 本发明的保护范围由权利要求确定。

Claims

权 利 要 求
1、 一种呼叫调度方法， 其特征在于， 包括：
将接收的呼叫分配给调度终端； 并
接收所述调度终端返回的呼叫处理请求； 及
根据所述呼叫处理请求， 进行如下处理： 将所述接收到的呼叫存入到 所述调度终端对应的呼叫保持队列中， 或将所述调度终端正在处理的呼叫 保持到所述调度终端对应的呼叫保持队列中， 并处理所述接收到的呼叫， 或将所述接收到的呼叫分配给其它调度终端。
2、 如权利要求 1所述的方法， 其特征在于：
所述呼叫处理请求为呼叫保持请求；
所述处理为： 将所述接收到的呼叫存入到所述调度终端对应的呼叫保 持队列中。
3、 如权利要求 1所述的方法， 其特征在于：
所述呼叫处理请求为立即处理请求；
所述处理为： 将所述调度终端正在处理的呼叫保持到所述调度终端对 应的呼叫保持队列中， 并处理所述接收到的呼叫。
4、 如权利要求 1所述的方法， 其特征在于：
所述呼叫处理请求为拒绝处理请求；
所述处理为： 将所述接收到的呼叫分配给其它调度终端。
5、 如权利要求 1所述的方法， 其特征在于， 所述将接收的呼叫分配给 调度终端具体包括：
查询各调度终端对应的呼叫保持队列中当前存放的呼叫数量， 并向存 放呼叫数量最少的调度终端发送呼叫进入通知。
6、 如权利要求 1所述的方法， 其特征在于， 还包括：
接收调度终端发送的获取呼叫请求， 所述获取呼叫请求中携带需要获 取的呼叫的对应标识；
将所述对应标识对应的呼叫转移到所述调度终端。
7、 如权利要求 6所述的方法， 其特征在于， 所述将对应标识对应的呼 叫转移到所述调度终端具体包括： 将所述获取呼叫请求转发给呼叫控制服务器；
所述呼叫控制服务器向呼叫接收设备发送转移呼叫指令， 所述转移呼 叫指令用于指示将所述对应标识的对应的呼叫转移到所述调度终端；
所述呼叫接收设备将排队设备中保持的所述对应标识的对应的呼叫转 移到所述调度终端。
8、 如权利要求 6所述的方法， 其特征在于， 还包括： 从本地存储的与 所述调度终端对应的呼叫保持队列中删除所述对应标识对应的呼叫。
9、 如权利要求 6所述的方法， 其特征在于， 还包括：
接收所述调度终端发送的呼叫保持队列查询请求； 列表信息， 所述列表信息至少包括呼叫保持队列存入的各呼叫的对应标识。
10、 一种呼叫调度系统， 其特征在于， 所述呼叫调度系统包括与一个 或多个调度终端 (104)相连接的呼叫调度服务器 (103), 其中： 所述呼叫调度 服务器（103 )用于接收用户发送的呼叫， 并将所述呼叫分配给所述调度终 端（104); 以及接收所述调度终端（104)发送的呼叫处理请求， 并根据所述呼 叫处理请求，进行如下处理：将所述接收到的呼叫存入到所述调度终端（104) 对应的呼叫保持队列中， 或将所述调度终端（104)正在处理的呼叫保持到所 述调度终端（104)对应的呼叫保持队列中， 并处理所述接收到的呼叫， 或将 所述接收到的呼叫分配给其它调度终端（104);
所述调度终端（ 104 )用于根据呼叫控制指令向所述呼叫调度服务器 (103) 发送呼叫处理请求。
11、 如权利要求 10所述的呼叫调度系统， 其特征在于， 还包括： 呼叫控制服务器 （102 ), 用于指示呼叫接收设备将呼叫转移到排队设 备中保持。
12、 如权利要求 11所述的呼叫调度系统， 其特征在于：
所述呼叫调度服务器（103 ), 还用于接收调度终端 （104 )发送的获取 呼叫请求， 所述获取呼叫请求中携带需要获取的呼叫的对应标识； 及将所 述获取呼叫请求转发给呼叫控制服务器 ( 102 );
所述呼叫控制服务器 ( 102 ), 还用于向呼叫接收设备 ( 101 )发送转移 呼叫指令， 所述转移呼叫指令用于指示将所述对应标识的对应的呼叫转移 到所述调度终端 ( 104 );
呼叫接收设备， 用于将排队设备中保持的所述对应标识的对应的呼叫 转移到所述调度终端。
13、如权利要求 12所述的系统，其特征在于，所述呼叫调度服务器（ 103 ) 还用于： 从本地存储的与所述调度终端 （104 )对应的呼叫保持队列中删除 所述对应标识对应的呼叫。
14、如权利要求 12所述的系统，其特征在于，所述呼叫调度服务器（ 103 ) 还用于：
接收所述调度终端 （104 )发送的呼叫保持队列查询请求； 并向所述调 度终端 （104 )返回本地存储的与所述调度终端 （104 )对应的呼叫保持队 列列表信息， 所述列表信息至少包括呼叫保持队列存入的各呼叫的对应标 识。
15、 一种呼叫调度装置， 其特征在于， 包括：
用于接收用户发起的呼叫， 并将所述呼叫分配给调度终端的模块； 用于接收所述调度终端的呼叫处理请求的模块； 及
用于根据所述呼叫处理请求， 进行如下处理的模块： 将所述接收到的 呼叫存入到所述调度终端对应的呼叫保持队列中， 或将所述调度终端正在 处理的呼叫保持到所述调度终端对应的呼叫保持队列中， 并处理所述接收 到的呼叫， 或将所述接收到的呼叫分配给其它调度终端。
16、 如权利要求 15所述的装置， 其特征在于， 还包括：
用于通过呼叫控制服务器指示呼叫接收设备将呼叫转移到排队设备中 保持的模块。
17、 如权利要求 15所述的装置， 其特征在于， 还包括：
用于接收调度终端发送的获取呼叫请求的模块， 所述获取呼叫请求中 携带需要获取的呼叫的对应标识；
用于将所述对应标识对应的呼叫转移到所述调度终端的模块。
18、 如权利要求 17所述的装置， 其特征在于， 还包括： 用于从本地存 储的与所述调度终端对应的呼叫保持队列中删除所述对应标识对应的呼叫 的模块。
19、 如权利要求 17所述的装置， 其特征在于， 还包括： 用于接收所述 调度终端发送的呼叫保持队列查询请求， 并向所述调度终端返回本地存储 的与所述调度终端对应的呼叫保持队列列表信息， 所述列表信息至少包括 呼叫保持队列存入的各呼叫的对应标识的模块。
20、 一种呼叫处理装置， 其特征在于， 包括：
呼叫控制服务器， 用于接收呼叫接收设备发送的呼叫进入消息， 向呼 叫调度服务器发起呼叫调度请求； 并根据呼叫调度服务器的调度结果， 控 制所述呼叫接收设备进行呼叫转移和呼叫保持；
呼叫调度服务器， 用于接收呼叫调度请求， 分配呼叫给调度终端； 接 收所述调度终端的调度指令， 存入呼叫到与调度终端对应的呼叫保持队列 中， 或从呼叫保持队列中取出保持的呼叫。
21、 一种调度终端， 其特征在于， 包括：
呼叫发送 /接收模块， 用于向用户发起呼叫或接收用户发起的呼叫； 处理选择模块， 用于提供调度员选择对呼叫的处理方式， 并获取调度 员的选择结果； 当获取到调度员选择呼叫保持时， 通知给呼叫保持模块； 当获取到调度员选择立即处理时， 通知给呼叫执行模块；
呼叫保持模块， 将呼叫存入到与自身对应的呼叫保持队列中， 并保持 呼叫；
呼叫执行模块， 接通呼叫实现通话；
呼叫选取模块， 从与自身对应的呼叫保持队列中选择保持的呼叫， 由 所述呼叫执行模块进行处理。
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