Method of implementing multimedia information transfer between computer phone integrated device and seat interface

A multimedia and computer technology, applied in the field of application program interface to realize multimedia information transmission, can solve problems such as unclear definition of parameter types, influence on agent service call, limit multimedia service and platform development, etc., to achieve convenient service call and clear definition of parameter type , the effect of promoting development

Active Publication Date: 2008-05-21
CHINA TELECOM CORP LTD
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

However, due to the lack of support for multimedia applications between CTI and Agent, and the lack of standardized interfaces, the definition of parameter types is not clear, which affects the service calls of agents and limits the development of multimedia services and platforms.

Method used

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  • Method of implementing multimedia information transfer between computer phone integrated device and seat interface
  • Method of implementing multimedia information transfer between computer phone integrated device and seat interface

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Embodiment Construction

[0034] The present invention will be described more fully hereinafter with reference to the accompanying drawings, in which exemplary embodiments of the invention are illustrated.

[0035] Referring to shown in Figure 1, the call center architecture based on the embodiment of the present invention, the basic network elements of the new generation call center (NGCC) mainly include: software automatic call distribution (SoftACD, Software Automatic Call Distributor) equipment 101, multimedia gateway (Multi-Media GW) 102, CTI device 103, interactive voice response system (IVR, Interactive Voice Response) or media server (MS, MediaServer) 104, recording / outbound policy server (OBS, Outbound Server) 105, agent ( Agent) 106, application server (AS, Application Server) / multimedia AS107 and database (DB, Database) 108. Among them, the SoftACD device 101 is connected to networks such as Soft Switch (SS) and Public Switched Telephone Network (PSTN), and the multimedia GW 102 is connected...

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Abstract

The invention discloses a method of realizing multimedia information transfer by a CTI equipment with an Agent interface, which comprises the following steps: after CTI equipment calls the arrival notification message, the vacant Agent is selected, and a response request event is sent to the selected vacant Agent; after the Agent receives the response request event, a call data method request inquiry is sent to the CTI so as to obtain the channel associated data carried by multimedia call; the Agent replies to the call by response method; the CTI sends the successful response of the response method application of channel associated data of the current multimedia call to the Agent; the Agent queries business data at application server AS, the Agent uses multimedia to reply and cut off the method; the multimedia call is replied and the call is cut off, the CTI equipment uses multimedia gateway to call the replied message and reply the message to the multimedia gateway. The invention has an advantage of realizing the transmission of multimedia information in the call center.

Description

technical field [0001] The invention relates to a telecommunication call center, in particular to an application program interface between a call center core equipment computer telephony integration (CTI) equipment and an agent (Agent) to realize a multimedia information transmission method. Background technique [0002] A call center (Call Center) refers to a call response center mainly based on telephone access, which provides various telephone response services for users. With the rapid development of telecommunication technology and computer technology in the 1990s, the call center solution with CTI technology as the core and the close integration of computer network and communication network has gradually replaced the traditional solution with PC board as the core. Became the so-called third-generation call center. The call center with CTI technology as the core is a system integrating voice technology, call processing, computer network and database technology. It has ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/493H04L12/16
Inventor 郭凤延邱芸李青王懿
Owner CHINA TELECOM CORP LTD
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