A method for selecting codec priority for call negotiation in a contact center and related equipment
A contact center and prioritization technology, applied in the electronic field, can solve problems that cannot be adjusted, dynamically adjusted, fixed, etc.
Active Publication Date: 2019-05-28
CHENGDU HUAWEI TECH
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Problems solved by technology
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
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[0072] 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.
[0073] Please refer to figure 2 , figure 2 It is a flow chart of the 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:
[0074] S201. When the computer-telephony-integrated CTI receives an agent service request initiated by a user terminal through a media access gateway, the co...
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The invention discloses a method for choosing a connection center call negotiation coding and decoding priority and a related device. The method comprises steps of distributing a SIP seat providing a call service to a user terminal when receiving a seat service request initiated by a user terminal through a medium access gateway, choosing a high quality coding and decoding priority when the SIP seat is the seat of an area sharing a same node with the medium access gateway, obtaining a current cross-node area call concurrent number when the SIP seat is the seat in a cross-node area of the medium access gateway, choosing a coding and decoding priority according to the call concurrence number of the current cross-node area, transmitting the chosen coding and decoding priority to the medium access gateway in order make the medium access gateway initiate a call carrying a selective coding and decoding priority to the SIP seat to enable the SIP seat and the client terminal to adopt the selective coding and decoding priority to perform calling. The method and the related device of the invention fully utilizea broadband and improves medium conversation quality.
Description
technical field [0001] 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 [0002] 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 ...
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IPC IPC(8): H04M3/51
Inventor 铁淑霞
Owner CHENGDU HUAWEI TECH