SIP (Session Initiation Protocol) phone server, call center system and communication method thereof

A call center and server technology, applied in transmission systems, subscriber special services, electrical components, etc., can solve the problems of time-consuming and labor-intensive inspection and maintenance, high cost, high installation and maintenance costs, etc.

Active Publication Date: 2015-02-11
ZTE CORP
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0006] However, in existing solutions using IP phones, the IP phone client must be installed and configured in the agent terminal
Due to the large number of agent terminals, the cost of installation and maintenance is very high; first of all, during installation, IP phone clients need to be installed in the agent terminals one by one, and when an IP phone has a problem, the maintenance personnel must find the location of the agent terminal. Inspection and maintenance, and for remote access agent terminals, inspection and maintenance will be more time-consuming and labor-intensive, and the cost will be higher

Method used

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  • SIP (Session Initiation Protocol) phone server, call center system and communication method thereof
  • SIP (Session Initiation Protocol) phone server, call center system and communication method thereof
  • SIP (Session Initiation Protocol) phone server, call center system and communication method thereof

Examples

Experimental program
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Effect test

Embodiment 1

[0090] The present invention also records a image 3 The communication method for agent login in the call center system shown, such as Figure 7 as shown, Figure 7 It is a schematic flow diagram of the communication method when the call center system of the embodiment of the present invention performs agent login, and the detailed flow is described as follows:

[0091] Step 700, the agent terminal 31 receives a login service request;

[0092] Step 701, the agent terminal 31 generates an HTTP login request message from the login service request;

[0093] Step 702, the agent terminal 31 sends the HTTP login request message to the proxy server 32;

[0094] Step 703, the proxy server 32 sends the HTTP login request message to the SIPPhone server 30;

[0095] Step 704, the SIPPhone server 30 parses the HTTP login request message, and encapsulates it as a SIP login request message;

[0096] Step 705, the SIPPhone server 30 sends the SIP login request message to the ACD33, the ...

Embodiment 2

[0103] The embodiment of the present invention also records a image 3 The communication method of the shown call center system when the agent terminal calls out, such as Figure 8 as shown, Figure 8 It is a schematic flow diagram of the communication method of the call center system in the embodiment of the present invention when the agent terminal calls out, and the detailed flow is described as follows:

[0104] Step 800, the agent terminal 31 receives an outbound service request;

[0105] Step 801, the agent terminal 31 generates an HTTP outgoing request message with the outgoing service request;

[0106] Step 802, the agent terminal 31 sends the HTTP outgoing request message to the corresponding proxy server 32;

[0107] Step 803, the proxy server 32 sends the HTTP outgoing request message to the SIPPhone server 30;

[0108] Step 804, the SIPPhone server 30 parses the HTTP outgoing request message, and encapsulates it as a SIP outgoing request message;

[0109] Step...

Embodiment 3

[0116] The embodiment of the present invention also records a image 3 The communication method of the shown call center system when the agent terminal needs voice and / or video service, such as Figure 9 as shown, Figure 9 It is a schematic flow diagram of the communication method of the call center system in the embodiment of the present invention when the agent terminal needs voice and / or video services, and the detailed flow is described as follows:

[0117] Step 900, the agent terminal 31 receives a service request for multimedia needs requiring voice or video;

[0118] Here, the multimedia (voice or video) requested by the multimedia demand service request is all from the ACD33 to the seat terminal 31 through the SIPPhone server 30; or, from the seat terminal 31 to the ACD33 through the SIPPhone server 30;

[0119] Step 901, the agent terminal 31 generates an HTTP multimedia demand request message from the multimedia service request;

[0120] Step 902, the agent termi...

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PUM

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Abstract

The present invention discloses a SIP Phone server, said SIP Phone server, configured to parse HTTP request messages sent by a proxy server, to encapsulate said messages as SIP request messages, and to send said SIP request messages to an ACD; in addition, to receive SIP response messages sent by the ACD, to parse and encapsulate same as HTTP response messages, and to send said HTTP response messages to a corresponding proxy server; in addition, to receive service data sent by a seat terminal, and to send the received service data to the ACD; in addition, to receive service data sent by the ACD and to send same to the seat terminal. The present invention additionally discloses a call center system and a communication method thereof.

Description

technical field [0001] The invention relates to communication technology in a call center system, in particular to a SIPPhone server, a call center system and a communication method thereof. Background technique [0002] Seats are an important part of the call center system. In the call center system, the number of seats is large and widely distributed. The installation and maintenance of seats determines the maintenance cost of the call center system. [0003] figure 1 It is a schematic diagram of the composition structure of a call center system, such as figure 1 As shown, the call center system includes a computer telecommunications integration (CTI, Computer Telecommunication Integration) server, an automatic call distribution device (ACD, Automatic Call Distributor), an interactive voice response device (IVR, Interactive Voice Response), a web page (Web) server , agent phone, and agent terminal. Among them, the CTI server is responsible for the state management and q...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04L29/06H04L29/08H04M3/51
CPCH04L29/08H04L29/06H04L65/1046H04L65/104
Inventor 葛毅
Owner ZTE CORP
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