Call center system, signal transmission method and device, server and medium

A signal transmission and call center technology, applied in the computer field, can solve problems such as excessive use and increase the risk of SIPServer attacks, achieve smooth operation, improve concurrent processing capabilities and fault resilience, and simple and safe signal transmission.

Active Publication Date: 2020-10-02
BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD +1
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] In the process of realizing the present invention, the inventor found that there are at least the following technical problems in the prior art: the call center system that encapsulates the softphone into a plug-in form requires that the browser must adopt a specific version, or the client must install third-party software , there are many restrictions on use; moreover, the access address of SIP Server will be directly exposed, which increases the risk of SIP Server being attacked

Method used

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  • Call center system, signal transmission method and device, server and medium
  • Call center system, signal transmission method and device, server and medium
  • Call center system, signal transmission method and device, server and medium

Examples

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Embodiment 1

[0053] Figure 1a It is the first schematic diagram of a call center system provided in Embodiment 1 of the present invention. This embodiment is applicable to the signal transmission between the softphone server and the traffic server, and is especially suitable for the softphone server on a larger scale. The case of signaling between the telephony server and the traffic server. Such as Figure 1a As shown, the call center system can include a traffic server (SIP Server), a plurality of softphone servers (softphone) and a plurality of signal delivery servers (MessageServer); wherein, a plurality of softphone servers are respectively connected to On the corresponding signaling server, each signaling server is connected to the traffic server; the number of softphone servers connected to the signaling server is less than or equal to the maximum concurrent number supported by the signaling server.

[0054] Specifically, a server integrated with a softphone can be defined as a sof...

Embodiment 2

[0072] figure 2 It is a flow chart of a signal transmission method provided in Embodiment 2 of the present invention, and the signal transmission method can be applied to the traffic server in the above-mentioned call center system. This embodiment is applicable to the case of transferring a call-related request originating from a target user terminal to a target softphone server. The method can be executed by the signal transmission device provided by the embodiment of the present invention, the device can be realized by software and / or hardware, and the device can be integrated on the traffic server in the above-mentioned call center system.

[0073] see figure 2 , the method of the embodiment of the present invention specifically includes the following steps:

[0074] S210. When the first call-related request from the target user terminal is detected, select the target softphone server from each softphone server according to the busy / idle states of agents corresponding ...

Embodiment 3

[0083] image 3 It is a flowchart of a signal transmission method provided in Embodiment 3 of the present invention, and the signal transmission method can be applied to the softphone server in the above-mentioned call center system. This embodiment is applicable to the situation where the call-related request originating from the target agent terminal is transferred to the traffic server. The method can be executed by the signal transmission device provided by the embodiment of the present invention, the device can be realized by software and / or hardware, and the device can be integrated on the softphone server in the above-mentioned call center system.

[0084] see image 3 , the method of the embodiment of the present invention specifically includes the following steps:

[0085] S310. When a second call-related request originating from the target agent terminal is detected, select a target signaling server connected to the current softphone server from each signaling serv...

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PUM

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Abstract

The embodiment of the invention discloses a call center system, a signal transmission method and device, a server and a medium. The system comprises a telephone traffic server, a plurality of softphone servers and a plurality of signal transmission servers, wherein the plurality of softphone servers are respectively connected to the corresponding signal transmission servers according to a preset mapping relationship, and each signal transmission server is connected with the telephone traffic server; and the number of the softphone servers connected with the signal transmission server is less than or equal to the supportable maximum concurrency number of the signal transmission servers. According to the technical scheme provided by the embodiment of the invention, simple and safe signal transmission between the softphone server taking the signal transmission server as an intermediate bridge and the telephone traffic server can be realized, and the concurrent processing capability and the fault strain capability of the system can be improved through multi-link transmission; balanced distribution between each softphone server and each signal transmission server can ensure stable operation of the system.

Description

technical field [0001] The embodiment of the present invention relates to the field of computer technology, and in particular to a call center system, a signal transmission method, a device, a server and a medium. Background technique [0002] As a main component of the call center system, a softphone (softphone) can communicate with a computer telephony integration server (Computer Telephony Integration Server, CTI Server) in the call center system. Specifically, by sending a request to the CTI Server and receiving the message sent back by the soft phone, the agent can control the phone by operating the mouse on the browser, and realize phone answering, hanging up, holding, retrieving, transferring, and meeting and other functions. [0003] With the continuous development of web technology, the current call center system basically adopts B / S architecture. Based on this architecture, the most common call center system is to package the softphone into an ActiveX plug-in or ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51
CPCH04M3/5183H04M3/5191
Inventor 周龙
Owner BEIJING JINGDONG SHANGKE INFORMATION TECH CO LTD
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