IP phone calling system and calling method

Abstract

The present invention discloses a calling system and a calling method of an IP phone, and relates to the field of computer technology. A specific implementation of the calling system includes: at least one IP phone, at least one desktop agent, a switch and a management end; wherein the IP phone corresponds to the desktop agent one by one; the switch obtains the call to be answered, and notifies the management end of the call to be answered; the management end determines the target IP phone for processing the call to be answered according to the service capability required for the call to be answered and the current state of the desktop agent; the target IP phone receives an invitation message about the call to be answered from the switch, and notifies the corresponding target desktop agent of the call to be answered; the target desktop agent instructs the target IP phone to accept the invitation message, and notifies the management end that the current state of itself and its corresponding target IP phone is busy. This implementation shortens the control path for processing calls and improves the processing capability of the calling system.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and in particular to a calling system and a calling method of an IP telephone. Background Art

[0002] The call system based on the CSTA (Computer Support of Telecommunication Application) model has been widely used in various enterprises. The processing capacity of the call system has an important impact on improving user stickiness.

[0003] Currently, when customer service wants to control an IP phone to answer a call, they must first use Agent Desktop to send a call instruction to CTI (Computer Telecommunication Integration). CTI then converts the call instruction into a control instruction for IPPBX (Internet Protocol Private Branch Exchange). IPPBX then controls the IP phone to operate through SIP messages.

[0004] In the process of implementing the present invention, the inventors found that there are at least the following problems in the prior art:

[0005] When the customer service controls the IP phone to connect, the call instruction needs to go through a long path. If there is a problem in any link in the path, the customer service will not be able to effectively control the IP phone to answer the call. It can be seen that the long control path reduces the call system's ability to process calls. Summary of the invention

[0006] In view of this, the embodiments of the present invention provide a calling system and a calling method for an IP phone, which can shorten the control path for processing calls, thereby improving the processing capability of the calling system and further improving the service capability of the enterprise.

[0007] To achieve the above objective, according to one aspect of an embodiment of the present invention, a calling system for an IP telephone is provided.

[0008] An IP phone calling system according to an embodiment of the present invention comprises: at least one IP phone, at least one desktop agent, a switch and a management terminal; wherein:

[0009] The IP phone corresponds to the desktop agent terminal one by one;

[0010] The switch is used to obtain the call to be answered and notify the management end of the call to be answered;

[0011] The management terminal is used to determine a target IP phone for processing the call to be answered from the at least one IP phone according to the service capability required by the call to be answered and the current state of the desktop agent terminal;

[0012] The target IP phone is used to receive an invitation message about the to-be-answered call from the switch, and notify the to-be-answered call to the corresponding target desktop agent;

[0013] The target desktop agent is used to instruct the target IP phone to accept the invitation message and notify the management end that its current state and the corresponding current state of the target IP phone are busy.

[0014] Optionally, the desktop agent is further configured to send a login request to the management terminal according to the user information; when the login result returned by the management terminal includes identification information, instruct the corresponding IP phone to establish a communication connection with the switch according to the identification information;

[0015] The management end is also used to verify the desktop agent end according to the login request; when the verification is successful, it generates identification information corresponding to the desktop agent end, writes the identification information into the login result, and sends the login result to the desktop agent end.

[0016] Optionally, the IP phone is further configured to return a connection success event to the corresponding desktop agent after establishing a communication connection with the switch;

[0017] The desktop agent is used to determine that its current state and the state of the corresponding IP phone are in a ready state according to the connection success event, and notify the management end of the current state;

[0018] The management terminal is used to determine the target IP phone from the IP phones in the preparation state.

[0019] Optionally, the call system further comprises: a conference border controller; wherein the switch is used to connect the conference border controller and the target IP phone, so that the target IP phone exchanges media streams with the conference border controller.

[0020] Optionally, the calling system further includes: a gateway; wherein,

[0021] The IP phone communicates with the switch through the gateway.

[0022] Optionally, the management terminal subscribes to status changes of the at least one desktop agent terminal.

[0023] Optionally, the target proxy terminal is also used to receive a hang-up instruction, and according to the hang-up instruction, instruct the target IP phone to hang up the voice channel corresponding to the call to be answered, and notify the management terminal that its own current state and the corresponding current state of the target IP phone are post-call processing states.

[0024] To achieve the above objective, according to another aspect of an embodiment of the present invention, a calling method for an IP phone is provided.

[0025] A calling method of an IP phone according to an embodiment of the present invention comprises: obtaining a call to be answered;

[0026] Determining a target IP phone for processing the call to be answered according to the service capability required by the call to be answered and the current state of the desktop agent;

[0027] Utilizing the target IP phone to receive an invitation message about the to-be-answered call, and notifying the to-be-answered call to a target desktop agent corresponding to the target IP phone;

[0028] The target desktop agent terminal is used to instruct the target IP phone to accept the invitation message, and the management terminal is notified that the current status of the target agent terminal and the target IP phone is busy.

[0029] Optionally, the method further comprises:

[0030] The desktop agent sends a login request to the management terminal according to the user information;

[0031] When the login is successful, the management terminal generates identification information corresponding to the desktop agent terminal and writes the identification information into the login result;

[0032] The desktop agent terminal instructs the corresponding IP phone to establish a communication connection with the switch according to the identification information in the login result, and sends a connection success event after the connection is successful;

[0033] The desktop agent notifies the management end of its own current state and the current state of the corresponding IP phone as a ready state according to the successful connection event, so that the management end determines the target IP phone from the IP phones in the ready state.

[0034] Optionally, the method further comprises:

[0035] When the target proxy receives the hang-up instruction, it instructs the target IP phone to hang up the speech path corresponding to the call to be answered according to the hang-up instruction, and notifies the management end that its own current state and the current state of the target IP phone are post-call processing states.

[0036] To achieve the above objective, according to another aspect of an embodiment of the present invention, an electronic device is provided.

[0037] An electronic device according to an embodiment of the present invention includes: one or more processors; a storage device for storing one or more programs, and when the one or more programs are executed by the one or more processors, the one or more processors implement a calling method of an IP telephone according to an embodiment of the present invention.

[0038] To achieve the above objective, according to another aspect of an embodiment of the present invention, a computer-readable storage medium is provided.

[0039] A computer-readable storage medium according to an embodiment of the present invention stores a computer program, and when the program is executed by a processor, an IP telephone calling method according to an embodiment of the present invention is implemented.

[0040] One embodiment of the above invention has the following advantages or beneficial effects: after receiving the call to be answered, the switch notifies the management end of the call to be answered, and then the management end determines the target IP phone that handles the call to be answered according to the service capacity required by the call to be answered and the current state of the desktop agent. Then, the target IP phone can directly notify the corresponding target desktop agent of the invitation message about the call to be answered, and the target desktop agent can directly instruct the target IP phone to receive the invitation message to connect the voice path corresponding to the call to be answered. Thus, through the direct communication between the target IP phone and the target desktop agent, the desktop agent directly controls the IP phone, thereby shortening the control path when the voice path is connected, simplifying the control logic, and further improving the processing capacity and reliability of the call system.

[0041] In addition, after the call is connected, the target desktop agent informs the management end of its current state and the current state of the target IP phone as busy. It can be seen that the target desktop agent can realize the state change logic by itself, and no longer needs the unified control of the management end, thereby reducing the interaction steps between the desktop agent and the management end, and improving the stability and concurrency of the management end.

[0042] The further effects of the above-mentioned non-conventional optional manner will be described below in conjunction with the specific implementation manner. BRIEF DESCRIPTION OF THE DRAWINGS

[0043] The accompanying drawings are used to better understand the present invention and do not constitute an improper limitation of the present invention.

[0044] Figure 1 is a schematic diagram of main modules of a calling system of an IP telephone according to an embodiment of the present invention;

[0045] Figure 2It is a schematic diagram of the main steps of a login method of a desktop agent terminal according to an embodiment of the present invention;

[0046] Figure 3 It is a schematic diagram of main steps of a calling method of an IP phone according to an embodiment of the present invention;

[0047] Figure 4 is a schematic diagram of main modules of another IP telephone calling system according to an embodiment of the present invention;

[0048] Figure 5 1. It is a schematic diagram of main steps of a method for hanging up an IP phone according to an embodiment of the present invention;

[0049] Figure 6 It is a schematic diagram of main steps of a calling method of an IP phone according to an embodiment of the present invention;

[0050] Figure 7 is an exemplary system architecture diagram to which embodiments of the present invention may be applied;

[0051] Figure 8 It is a schematic diagram of the structure of a computer system of a terminal device or a server suitable for implementing an embodiment of the present invention. DETAILED DESCRIPTION

[0052] The following is a description of exemplary embodiments of the present invention in conjunction with the accompanying drawings, including various details of the embodiments of the present invention to facilitate understanding, which should be considered as merely exemplary. Therefore, it should be recognized by those of ordinary skill in the art that various changes and modifications may be made to the embodiments described herein without departing from the scope and spirit of the present invention. Similarly, for clarity and conciseness, the description of well-known functions and structures is omitted in the following description.

[0053] It should be pointed out that the embodiments of the present invention and the technical features therein may be combined with each other without conflict.

[0054] Figure 1 The diagram is a schematic diagram of main modules of a calling system of an IP telephone according to an embodiment of the present invention.

[0055] like Figure 1 As shown, a call system of an IP phone 101 according to an embodiment of the present invention mainly includes: at least one IP phone 101, at least one desktop agent terminal 102, a switch 103 and a management terminal 104; wherein,

[0056] The IP phone 101 corresponds to the desktop agent 102 one by one;

[0057] The switch 103 is used to obtain the call to be answered and notify the management terminal 104 of the call to be answered;

[0058] The management terminal 104 is used to determine a target IP phone for processing the call to be answered from the at least one IP phone 101 according to the service capability required by the call to be answered and the current state of the desktop agent terminal 102;

[0059] The target IP phone is used to receive an invitation message about the to-be-answered call from the switch 103, and notify the to-be-answered call to the corresponding target desktop agent;

[0060] The target desktop agent is used to instruct the target IP phone to accept the invitation message and notify the management terminal 104 that its current state and the corresponding current state of the target IP phone are busy.

[0061] The desktop agent is Agent Desktop, and the management end is CTI (Computer Telecommunication Integration) management end. The IP phone can be an IP phone built based on Web RTC technology, which uses the SIP protocol for communication. In addition, the switch can be a PBX (Private Branch Exchange), which is a telephone switch dedicated to serving specific enterprises or institutions. The switch can also be an IPPBX (Internet Protocol Private Branch Exchange), which is a telephone exchange system based on the IP protocol, and can transmit voice and video on a local area network or a wide area network by dialing extensions.

[0062] In the embodiment of the present invention, the IP phone provides a control interface, so that the Agent Desktop can be directly connected to the control interface, thereby realizing direct communication between the Agent Desktop and the IP phone, and the instructions issued by the user can also be directly sent to the IP phone via the Agent Desktop.

[0063] In order to facilitate the management end to determine the target IP phone and manage the current status of Agent Desktop, Agent Desktop needs to log in to the management end in advance. After successful login, the management end can manage the current status of Agent Desktop. Specifically, in one embodiment of the present invention, Figure 2 As shown in the figure, the process of Agent Desktop logging into the management terminal may include the following steps:

[0064] Step S201: The desktop agent sends a login request to the management terminal according to the user information.

[0065] The user information is input into Agent Desktop by the customer service, and the user information may be the customer service identification (work number, mobile phone number or user name, etc.) and the key corresponding to the identification. After the customer service enters the user information through the interface provided by Agent Desktop, by clicking the login button on the interface, Agent Desktop sends a login request to the management end, and the login request carries the user information.

[0066] Step S202: The management end verifies the desktop agent end according to the login request. When the verification succeeds, step S203 is executed. When the verification fails, step S205 is executed.

[0067] The management end can verify whether the identifier and the key in the user information correspond based on the user information carried in the login request. When the identifier and the key correspond, it is determined that the verification is successful, otherwise the verification fails.

[0068] Step S203: Generate identification information corresponding to the desktop agent, write the identification information into the login result, and send the login result to the desktop agent.

[0069] After successful verification, it means that the desktop agent has successfully logged in. At this time, the management end establishes an Agent object representing the customer service, that is, establishes an Agent object corresponding to the desktop agent, and assigns it a unique identification information (UID). The identification information (UID) can be the same as the identification in the login request, or it can be different. It can be understood that regardless of whether the identification information (UID) in the login request is the same, the UIDs corresponding to different customer services are different, that is, the UID corresponding to each customer service is unique. After generating the UID, the management end writes the UID into the login result to send the UID to the desktop agent.

[0070] In addition, after the login is successful, the management end marks the corresponding desktop agent as idle. The management end can also obtain the service capability corresponding to the desktop agent from the pre-set configuration information, which includes the media call function of the desktop agent (such as whether it can only make voice calls, or support voice and video calls), skill information, and post-call processing strategy. Among them, the skill information matches the skills of the customer service. For example, if the skill of customer service 1 is home appliance pre-sales service, then the skill information of the agent corresponding to customer service 1 also corresponds to home appliance pre-sales service; if the skill of customer service 2 is food after-sales service, then the skill information of the agent corresponding to customer service 2 also corresponds to food after-sales service. The post-call processing strategy includes the data recording operation and waiting time that the customer service needs to perform after hanging up the call. When returning the login result to the desktop agent, the configuration information corresponding to the desktop agent can also be returned to the desktop agent, so that the desktop agent can provide services in the call corresponding to the call to be answered according to its corresponding configuration information.

[0071] Step S204: the desktop agent terminal instructs the corresponding IP phone to establish a communication connection with the switch according to the identification information based on the login result returned by the management terminal.

[0072] After the management end returns the login result to the desktop agent, when the login result indicates a successful login, the desktop agent can parse the UID from the login result and call the control interface of its corresponding IP phone to instruct it to use the UID to connect to the switch (such as IP PBX).

[0073] Step S205: Return the login result of failed login to the agent.

[0074] After the IP phone connects to the switch according to the UID according to the instruction of the desktop agent, that is, after establishing a communication connection with the switch, the IP phone returns a connection success event to the corresponding desktop agent; then the desktop agent can determine its current state and the state of the corresponding IP phone as the ready state according to the connection success event, and notify the management end of the current state. Thus, the management end knows that the desktop agent and its corresponding IP phone are currently in the ready state, which means that the desktop agent and its corresponding IP phone can answer calls. At this time, the management end marks the Agent object corresponding to the desktop agent as the ready state.

[0075] It is worth mentioning that, since the desktop agent and the IP phone are one-to-one corresponding, the desktop agent and its corresponding IP phone correspond to the same Agent object. The management end regards the desktop agent and its corresponding IP phone as an indivisible whole. When the desktop agent is in a ready state, it also means that the corresponding IP phone is also in a ready state. Thereafter, if the management end receives a call to be answered, the call to be answered can be assigned to the IP phone in a ready state. In other words, when the management end determines the target IP phone for processing the call to be answered, it determines the target IP phone from one or more IP phones that match the service capabilities of the call to be answered and are in a ready state. Therefore, based on the same identification information, the management end regards the desktop agent and its corresponding IP phone as a whole, reducing the number of logical entities, thereby reducing the complexity brought by two independent individuals, facilitating the management end to manage the status of the desktop agent and its corresponding IP phone, and simplifying the model architecture of the call system. Moreover, the corresponding IP phone will be connected only after the desktop agent successfully logs in to the management end. The management end treats the IP phone and the desktop agent as a whole, which also avoids the confusion caused by the IP phone being used by different Agent objects, and is conducive to the orderly and accurate processing of incoming calls.

[0076] Specifically, in one embodiment of the present invention, when a call to be answered enters the call center, it first passes through the IVR (Interactive Voice Response) stage. After obtaining the information of the routing point of the switch (hereinafter taking IPPBX as an example) required to process the call to be answered and the service capability required, the phone can start queuing at the corresponding routing point to wait for processing, and the IPPBX reports the waiting event to the management end (hereinafter referred to as CTI). According to the service capability required by the call to be answered, the CTI searches for a target Agent object that matches the service capability required by the call to be answered from one or more Agent objects in the ready state, and notifies the IPPBX to transfer the call to be answered to the target IP phone corresponding to the target Agent object according to the UID of the target Agent object.

[0077] When determining an IP phone that matches the service capability of an incoming call, CTI can determine the IP phone based on the service capability of the desktop agent corresponding to the IP phone. For example, if the incoming call needs to consult about food after-sales problems through a video call, the determined IP phone and its corresponding desktop agent need to support video calls and have skill information corresponding to food after-sales service, that is, the customer service corresponding to the desktop agent has food after-sales service skills.

[0078] After receiving the notification from CTI, IPPBX takes out the voice channel from the routing point, and then sends an Invite message to the target IP phone according to the UID of the target IP phone through SIP message interaction to transfer the waiting call to the target IP phone. After receiving the Invite message from IPPBX, the target IP phone returns a 180 Ringing message to IPPBX, and notifies the corresponding target desktop agent of the waiting call.

[0079] When the client clicks the answer button of the target desktop agent to indicate that the incoming call is answered, the target desktop agent indicates that the corresponding target IP phone accepts the invitation message of the IPPBX, and then the target IP phone sends a 200OK message to the IPPBX, which means that the processing of the incoming call begins, that is, the voice channel is connected. After the voice channel is connected, that is, in the process of processing the incoming call, the target desktop agent can process the incoming call by itself according to the configuration information corresponding to its service capability carried in the login result returned by the management end, without the unified control of the management end, thereby simplifying the control logic of the management end.

[0080] Moreover, when the target IP phone sends a 200OK message to the IPPBX, it also reports the answering success event to its corresponding target desktop agent. The target agent enters a busy state according to the answering success event reported by the target IP phone, and reports its current state (busy state) to the CTI. It is understandable that when the target agent confirms that its current state is a busy state, it also determines that the current state of the target IP phone corresponding to it is a busy state. The target desktop agent notifies the CTI of its current state, that is, notifies the CTI of its current state and the current state of the target IP phone corresponding to it. Thus, by reporting its own state change to the management end through the desktop agent, the management end only needs to maintain an Agent state machine and allocate calls to be answered according to the state machine. After the voice channel is connected, it no longer pays attention to the call information, thereby simplifying the control logic of the management end.

[0081] In one embodiment of the present invention, in order to facilitate the desktop agent to notify the management end of its current state, and in order for the management end to manage the current state of the desktop agent, the management end subscribes to the state change of at least one desktop agent. As a result, when the current state of the desktop agent changes, the desktop agent automatically notifies the management end of its state change. In addition, the desktop agent implements its state change logic by itself, and the management end no longer needs to be uniformly controlled, which also reduces the interaction steps between the desktop agent and the management end, and improves the stability and concurrency of the management end.

[0082] According to the above embodiment, Figure 3As shown, after the desktop agent successfully logs in to the management end, the process of the call system processing the waiting call after the IVR stage processing may include the following steps:

[0083] Step S301: the switch notifies the management terminal associated with the routing point of the calls waiting to be answered in the queue.

[0084] Step S302: The management terminal determines a target IP phone for processing the call to be answered from at least one desktop agent terminal in a ready state according to the service capability required by the call to be answered.

[0085] It is understandable that at least one of the desktop agents here is a desktop agent that has logged in successfully.

[0086] Step S303: The management terminal notifies the switch to transfer the incoming call to the target IP phone.

[0087] Step S304: the switch sends an invitation message to the target IP phone to transfer the call to be answered to the target IP phone.

[0088] Step S305: The target IP phone returns a 180 ringing message to the switch, and notifies the target proxy terminal corresponding to it of the call to be answered.

[0089] Step S306: upon receiving the answering instruction from the customer service, the target agent instructs the target IP phone to accept the invitation message.

[0090] Step S307: The target IP phone returns a 200 OK message to the switch according to the instruction of the target agent, and reports the successful answering event to the target desktop agent.

[0091] Step S308: The target desktop agent determines that the current status of itself and its corresponding target IP phone is busy, and notifies the management end of the busy status.

[0092] When the management end receives that the current status of the target desktop agent is busy, no new pending calls will be assigned to the target desktop agent. In other words, the management end always determines the target desktop agent to handle the pending calls from the desktop agents in the ready state.

[0093] In one embodiment of the present invention, Figure 4 As shown, the call system 100 further includes: a session border controller 105 ; wherein the switch 103 is used to connect the session border controller 105 and the target IP phone, so that the target IP phone exchanges media streams with the session border controller 105 .

[0094] After the target IP phone sends a 200OK message to the switch, the switch can establish a call between the target IP phone and SBC (Session Border Controller, SBC) to connect the SBC and the target IP phone. After that, the target IP phone can directly exchange media streams with the SBC without having to maintain the dialogue path according to the management end's instructions to the switch, thereby simplifying the processing logic of the call system and reducing the burden on the management end.

[0095] Continue to refer Figure 4 , the call system further includes: a gateway 106; the IP phone 101 communicates with the switch 103 through the gateway 106. The gateway 106 may be a Web RTC gateway. For example, when the IP phone is an IP phone built based on Web RTC technology, a Web RTC gateway is set between the IP phone and the switch, so that the IP phone communicates with the switch through the Web RTC gateway, so as to utilize the signaling and media conversion task at the Web RTC gateway.

[0096] In one embodiment of the present invention, when a call is ended, the target proxy terminal receives a hang-up instruction, and according to the hang-up instruction, instructs the target IP phone to hang up the voice channel corresponding to the call to be answered, and notifies the management terminal of its own current state and the corresponding current state of the target IP phone 101 as the post-call processing state.

[0097] For example, when the customer service ends the call, the customer service can click the hang-up button of the target desktop agent so that the target desktop agent receives the hang-up instruction, and then the target desktop agent sends the hang-up instruction to the corresponding target IP phone. The target IP phone sends a hang-up message to the switch, and the switch returns a 200OK message to the target IP phone, and hangs up the voice path corresponding to the pending call. The target IP phone ends the call according to the 200OK message returned by the switch, and reports the hang-up event to the target desktop agent. The target desktop agent enters the post-call processing state, and reports its current state (post-call processing state) to the management end. The management end marks the Agent object corresponding to the target desktop agent as the post-call processing state. When it is in the post-call processing state, no new pending call will be allocated to the desktop agent. The customer service can record data related to the pending call in the post-call processing state, and the desktop agent can re-enter the ready state after waiting for a certain period of time according to the post-call processing strategy.

[0098] According to the above embodiment, Figure 5 As shown, the calling system of the IP phone provided in the embodiment of the present invention may include the following steps when hanging up a call:

[0099] Step S501: The target desktop agent receives a hang-up instruction and sends the hang-up instruction to its corresponding target IP phone to instruct the target IP phone to hang up the speech path corresponding to the call to be answered.

[0100] Step S502: The target IP phone sends a hang-up message to the switch according to the hang-up instruction.

[0101] Step S503: The switch sends a 200OK message to the target IP phone and hangs up the call.

[0102] Step S504: the target IP phone ends the call and reports the hang-up event to the target desktop agent.

[0103] Step S505: The target desktop agent determines that its current state has changed from the busy state to the call post-processing state according to the hang-up event, and notifies the management end that its current state and the corresponding target IP phone are in the call post-processing state.

[0104] According to the above-mentioned process of answering and hanging up the call, it can be seen that the desktop agent can realize the state change logic by itself, and notify the management end of its state change events (standby, ready, busy and post-processing, etc.). The management end only needs to allocate the call path according to the state of the desktop agent, and no longer pays attention to the specific call information, thereby simplifying the control logic of the management end.

[0105] In summary, it can be seen from the call system of an IP phone according to an embodiment of the present invention that after receiving the call to be answered, the switch notifies the management end of the call to be answered, and then the management end determines the target IP phone that handles the call to be answered according to the service capabilities required for the call to be answered and the current state of the desktop agent. Then, the target IP phone can directly notify the corresponding target desktop agent of the invitation message about the call to be answered, and the target desktop agent can directly instruct the target IP phone to receive the invitation message to connect the voice path corresponding to the call to be answered. Therefore, through the direct communication between the target IP phone and the target desktop agent, the desktop agent realizes direct control of the IP phone, thereby shortening the control path when the voice path is connected, simplifying the control logic, and further improving the processing capacity and reliability of the call system.

[0106] In addition, after the call is connected, the target desktop agent informs the management end of its current state and the current state of the target IP phone as busy. It can be seen that the target desktop agent can realize the state change logic by itself, and no longer needs the unified control of the management end, thereby reducing the interaction steps between the desktop agent and the management end, and improving the stability and concurrency of the management end.

[0107] Figure 6It is a schematic diagram of main steps of a calling method of an IP telephone according to an embodiment of the present invention.

[0108] like Figure 6 As shown, a calling method of an IP phone in an embodiment of the present invention mainly includes the following steps:

[0109] Step S601: Obtain the call to be answered.

[0110] Step S602: Determine a target IP phone for processing the call to be answered according to the service capability required by the call to be answered and the current state of the desktop agent.

[0111] Step S603: using the target IP phone to receive an invitation message about the to-be-answered call, and notifying the to-be-answered call to the target desktop agent corresponding to the target IP phone.

[0112] Step S604: Utilize the target desktop agent to instruct the target IP phone to accept the invitation message, and notify the management end that the current status of the target agent and the target IP phone is busy.

[0113] In one embodiment of the present invention, the calling method of the IP phone also includes: the desktop agent sends a login request to the management end according to the user information; when the login is successful, the management end generates identification information corresponding to the desktop agent, and writes the identification information into the login result; the desktop agent instructs the corresponding IP phone to establish a communication connection with the switch according to the identification information in the login result, and sends a connection success event after the connection is successful; the desktop agent notifies the management end of its own current state and the current state of the corresponding IP phone as a ready state according to the connection success event, so that the management end determines the target IP phone from the IP phones in the ready state.

[0114] In one embodiment of the present invention, when the target proxy terminal receives a hang-up instruction, it instructs the target IP phone to hang up the voice channel corresponding to the call to be answered according to the hang-up instruction, and notifies the management terminal of its own current state and the current state of the target IP phone as the post-call processing state.

[0115] In one embodiment of the present invention, the management end subscribes to the state change of the at least one desktop agent end, so that the desktop agent end automatically notifies the management end of the state change.

[0116] According to a calling method of an IP phone according to an embodiment of the present invention, it can be seen that after the switch receives the call to be answered, the switch notifies the management end of the call to be answered, and then the management end determines the target IP phone for processing the call to be answered according to the service capacity required for the call to be answered and the current state of the desktop agent. Then, the target IP phone can directly notify the corresponding target desktop agent of the invitation message about the call to be answered, and the target desktop agent can directly instruct the target IP phone to receive the invitation message to connect the voice path corresponding to the call to be answered. Thus, through the direct communication between the target IP phone and the target desktop agent, the desktop agent directly controls the IP phone, thereby shortening the control path when the voice path is connected, simplifying the control logic, and further improving the processing capacity and reliability of the call system. In addition, after connecting the voice path, the target desktop agent notifies the management end of its current state and the current state of the target IP phone as busy. It can be seen that the target desktop agent can realize the state change logic by itself, and no longer needs the unified control of the management end, thereby reducing the interaction steps between the desktop agent and the management end, and improving the stability and concurrency of the management end.

[0117] Figure 7 An exemplary system architecture 700 of an IP phone calling method or an IP phone calling system to which the embodiments of the present invention may be applied is shown.

[0118] like Figure 7 As shown, system architecture 700 may include terminal devices 701, 702, 703, network 704 and server 705. Network 704 is used to provide a medium for communication links between terminal devices 701, 702, 703 and server 705. Network 704 may include various connection types, such as wired, wireless communication links or optical fiber cables, etc.

[0119] Users can use terminal devices 701, 702, and 703 to interact with server 705 through network 704 to receive or send messages, etc. Various communication client applications can be installed on terminal devices 701, 702, and 703, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, etc.

[0120] The terminal devices 701 , 702 , and 703 may be various electronic devices having a display screen and supporting web browsing, including but not limited to smart phones, tablet computers, laptop computers, and desktop computers.

[0121] The server 705 may be a server that provides various services, such as a backend management server that provides support for shopping websites browsed by users using the terminal devices 701, 702, and 703. The backend management server may analyze and process the received data such as product information query requests, and feed back the processing results (such as target push information and product information) to the terminal device.

[0122] It should be understood that Figure 7 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to implementation requirements.

[0123] Reference below Figure 8 , which shows a schematic diagram of the structure of a computer system 800 of a terminal device suitable for implementing an embodiment of the present invention. Figure 8 The terminal device shown is only an example and should not bring any limitation to the functions and scope of use of the embodiments of the present invention.

[0124] like Figure 8 As shown, the computer system 800 includes a central processing unit (CPU) 801, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 802 or a program loaded from a storage part 808 into a random access memory (RAM) 803. In the RAM 803, various programs and data required for the operation of the system 800 are also stored. The CPU 801, the ROM 802, and the RAM 803 are connected to each other via a bus 804. An input / output (I / O) interface 805 is also connected to the bus 804.

[0125] The following components are connected to the I / O interface 805: an input section 806 including a keyboard, a mouse, etc.; an output section 807 including a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 808 including a hard disk, etc.; and a communication section 809 including a network interface card such as a LAN card, a modem, etc. The communication section 809 performs communication processing via a network such as the Internet. A drive 810 is also connected to the I / O interface 805 as needed. A removable medium 811, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 810 as needed, so that a computer program read therefrom is installed into the storage section 808 as needed.

[0126] In particular, according to the embodiments disclosed in the present invention, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present invention include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from the network through the communication part 809, and / or installed from the removable medium 811. When the computer program is executed by the central processing unit (CPU) 801, the above-mentioned functions defined in the system of the present invention are executed.

[0127] It should be noted that the computer-readable medium shown in the present invention may be a computer-readable signal medium or a computer-readable storage medium or any combination of the above two. The computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or device, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present invention, a computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system, device or device. In the present invention, a computer-readable signal medium may include a data signal propagated in a baseband or as part of a carrier wave, which carries a computer-readable program code. This propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. Computer-readable signal media may also be any computer-readable medium other than computer-readable storage media, which may send, propagate or transmit a program for use by or in conjunction with an instruction execution system, apparatus or device. The program code contained on the computer-readable medium may be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0128] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present invention. In this regard, each box in the flow chart or block diagram can represent a module, a program segment, or a part of a code, and the above-mentioned module, program segment, or a part of a code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order from the order marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram or flow chart, and the combination of the boxes in the block diagram or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0129] The modules involved in the embodiments of the present invention may be implemented by software or hardware.

[0130] As another aspect, the present invention also provides a computer-readable medium, which may be included in the device described in the above embodiment; or may exist independently without being assembled into the device. The above computer-readable medium carries one or more programs, and when the above one or more programs are executed by a device, the device includes: obtaining a call to be answered; determining a target IP phone for processing the call to be answered according to the service capability required for the call to be answered and the current state of the desktop agent; using the target IP phone to receive an invitation message about the call to be answered, and notifying the target desktop agent corresponding to the target IP phone of the call to be answered; using the target desktop agent to instruct the target IP phone to accept the invitation message, and notifying the management end that the current state of the target agent and the target IP phone is busy.

[0131] According to the technical solution of the embodiment of the present invention, after receiving the call to be answered, the switch notifies the management end of the call to be answered, and then the management end determines the target IP phone for processing the call to be answered according to the service capacity required for the call to be answered and the current state of the desktop agent. Then, the target IP phone can directly notify the corresponding target desktop agent of the invitation message about the call to be answered, and the target desktop agent can directly instruct the target IP phone to receive the invitation message to connect the voice path corresponding to the call to be answered. Thus, through the direct communication between the target IP phone and the target desktop agent, the desktop agent directly controls the IP phone, thereby shortening the control path when the voice path is connected, simplifying the control logic, and further improving the processing capacity and reliability of the call system. In addition, after connecting the voice path, the target desktop agent notifies the management end of its current state and the current state of the target IP phone as busy. It can be seen that the target desktop agent can realize the state change logic by itself, and no longer needs the unified control of the management end, thereby reducing the interaction steps between the desktop agent and the management end, and improving the stability and concurrency of the management end.

[0132] The above specific implementations do not constitute a limitation on the protection scope of the present invention. It should be understood by those skilled in the art that various modifications, combinations, sub-combinations and substitutions may occur depending on design requirements and other factors. Any modification, equivalent substitution and improvement made within the spirit and principle of the present invention shall be included in the protection scope of the present invention.

Claims

1. A calling system for an IP phone, characterized in that: include: At least one IP phone, at least one desktop agent, a switch and a management terminal; wherein, The IP phone corresponds to the desktop agent terminal one by one; The switch is used to obtain the call to be answered and notify the management end of the call to be answered; The management terminal is used to determine a target IP phone for processing the call to be answered from the at least one IP phone according to the service capability required by the call to be answered and the current state of the desktop agent terminal; The target IP phone is used to receive an invitation message about the to-be-answered call from the switch, and notify the to-be-answered call to the corresponding target desktop agent; The target desktop agent is used to instruct the target IP phone to accept the invitation message and notify the management end that its current state and the corresponding current state of the target IP phone are busy.

2. The calling system according to claim 1, characterized in that: The desktop agent is further used to send a login request to the management end according to the user information; when the login result returned by the management end includes identification information, instruct the corresponding IP phone to establish a communication connection with the switch according to the identification information; The management end is also used to verify the desktop agent end according to the login request; when the verification is successful, it generates identification information corresponding to the desktop agent end, writes the identification information into the login result, and sends the login result to the desktop agent end.

3. The calling system according to claim 2, characterized in that: The IP phone is further configured to return a connection success event to the corresponding desktop agent after establishing a communication connection with the switch; The desktop agent is used to determine that its current state and the state of the corresponding IP phone are in a ready state according to the connection success event, and notify the management end of the current state; The management terminal is used to determine the target IP phone from the IP phones in the preparation state.

4. The calling system according to claim 2, characterized in that: Also includes: A meeting with a border controller; wherein, The switch is used to connect the conference border controller and the target IP phone, so that the target IP phone exchanges media streams with the conference border controller.

5. The calling system according to claim 4, characterized in that: Also includes: Gateway; where The IP phone communicates with the switch through the gateway.

6. The calling system according to claim 1, characterized in that: The management terminal subscribes to the status change of the at least one desktop agent terminal.

7. The calling system according to claim 1, characterized in that: The target proxy terminal is also used to receive a hang-up instruction, and according to the hang-up instruction, instruct the target IP phone to hang up the voice channel corresponding to the call to be answered, and notify the management terminal that its own current state and the corresponding current state of the target IP phone are post-call processing states.

8. A calling method of an IP phone, characterized in that: include: Get the pending calls; Determining a target IP phone for processing the call to be answered according to the service capability required by the call to be answered and the current state of the desktop agent; The IP phone corresponds to the desktop agent terminal one by one; Utilizing the target IP phone to receive an invitation message about the to-be-answered call, and notifying the to-be-answered call to a target desktop agent corresponding to the target IP phone; The target desktop agent terminal is used to instruct the target IP phone to accept the invitation message, and the management terminal is notified that the current status of the target agent terminal and the target IP phone is busy.

9. The method according to claim 8, characterized in that Also includes: The desktop agent sends a login request to the management terminal according to the user information; When the login is successful, the management terminal generates identification information corresponding to the desktop agent terminal and writes the identification information into the login result; The desktop agent terminal instructs the corresponding IP phone to establish a communication connection with the switch according to the identification information in the login result, and sends a connection success event after the connection is successful; The desktop agent notifies the management end of its own current state and the current state of the corresponding IP phone as a ready state according to the connection success event, so that the management end determines the target IP phone from the IP phones in the ready state.

10. The method according to claim 8, characterized in that Also includes: When the target proxy receives the hang-up instruction, it instructs the target IP phone to hang up the speech path corresponding to the call to be answered according to the hang-up instruction, and notifies the management end that its own current state and the current state of the target IP phone are post-call processing states.

11. An electronic device, characterized in that: include: one or more processors; a storage device for storing one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 8 to 10.

12. A computer readable medium having a computer program stored thereon, characterized in that: When the program is executed by a processor, the method according to any one of claims 8 to 10 is implemented.

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