A remote calling system and method

Abstract

The embodiment of the application discloses a remote calling system and method, the system comprises a remote work end and a calling center, the remote work end comprises a seat end and a network telephone end, the seat end and the network telephone end are in communication connection, the seat end receives a login request, and sends a login number acquisition request to the calling center according to request information carried in the login request; the calling center generates a target login number according to the login number acquisition request, and sends the target login number to the seat end, so that the seat end sends the target login number to the network telephone end; the network telephone end is registered by the calling center according to the target login number, and sends a registration success message to the seat end after the registration is successful; the seat end completes user login operation according to the target login number after receiving the registration success message. By establishing the communication connection between the seat end and the network telephone end, the call processing delay and the call loss caused by the inconsistency between the network telephone end and the seat end are eliminated.

Description

Technical Field

[0001] This invention relates to the field of communications, and more particularly to a remote calling system and method. Background Technology

[0002] Call centers fully utilize modern communication and computer technologies, such as interactive voice call center process response systems and automatic call distribution systems, to automatically and flexibly handle a large volume of diverse inbound and outbound telephone calls and services. In enterprise applications, call centers have gradually transformed from telephone marketing centers into integrated computer communication call centers, comprehensively applying multiple media such as telephones, computers, and the internet to marketing, service, and other tasks.

[0003] Currently, remote customer service typically requires the use of multiple clients to provide services through call centers. For example, customer service representatives need to use both a workbench software and VoIP software, and customers must switch between the two software programs when logging into the workbench. In developing this invention, the inventors discovered at least the following technical problems in the prior art: the process of customer service representatives logging into the workbench is cumbersome, prone to errors, and susceptible to call processing delays and call loss. Summary of the Invention

[0004] This invention provides a remote calling system and method to simplify user login operations and avoid call processing delays and call loss.

[0005] In a first aspect, embodiments of the present invention provide a remote calling system, including a remote work terminal and a call center. The remote work terminal includes an agent terminal and a VoIP terminal, which are communicatively connected, wherein:

[0006] The agent terminal is used to receive login requests and send a login number retrieval request to the call center based on the request information carried in the login request.

[0007] The call center is used to generate a target login number based on the login number request, and send the target login number to the agent's end, so that the agent's end can send the target login number to the VoIP terminal;

[0008] The VoIP terminal is also used to verify and register the target login number through the call center, and send a registration success message to the agent after successful verification and registration.

[0009] The agent terminal is also used to complete the user login operation based on the target login number after receiving the registration success message.

[0010] Optionally, further, the call center includes a telephone number management module and a computer telephony integration server, which generates a target login number based on the login number retrieval request, including:

[0011] After verifying the legitimacy of the login number retrieval request, the computer telephony integration server sends a phone number retrieval request to the phone number management module;

[0012] The telephone number management module determines the target Internet Protocol (IP) switch based on the current load of the IP switch, generates the target telephone number based on the identifier of the target IP switch, and uses the target telephone number as the target login number.

[0013] Optionally, further, the login number retrieval request includes the user identifier of the logged-in user, and a target phone number is generated based on the identifier of the target Internet Protocol dedicated switch, including:

[0014] By concatenating the identifier of the target Internet Protocol (IP) switch and the user identifier, the target telephone number can be obtained.

[0015] Optional, further, also includes:

[0016] The phone number management module generates a registration password and a registration token, and uses the target phone number, registration password, and registration token as the target login number.

[0017] Optionally, the call center further includes a boundary session controller that verifies registration through the call center based on the target login number, including:

[0018] The VoIP client sends the target login number to the border session controller;

[0019] After the border session controller verifies the validity of the registration token, it determines the target Internet Protocol dedicated switch based on the target phone number and sends a registration message to the target Internet Protocol dedicated switch.

[0020] The target Internet Protocol dedicated switch requests the associated login parameters corresponding to the target phone number from the phone number management module, verifies the validity of the target login number based on the associated login parameters, and sends a registration success message to the VoIP client after confirming that the target login number is valid.

[0021] Optionally, further, the login operation can be completed based on the target login number, including:

[0022] The agent sends a binding request to the computer telephony integration server.

[0023] The computer telephony integration server binds the target phone number and user identifier carried in the binding request and returns a binding success event to the agent.

[0024] Optional, further, also includes:

[0025] The agent receives a logout request, sends a logout message to the computer telephony integration server based on the logout request, and sends a VoIP cancellation message to the VoIP client.

[0026] The computer telephony integration server sends a phone number release command to the phone number management module;

[0027] The phone number management module reclaims target phone numbers;

[0028] The VoIP client performs the cancellation operation from the Internet Protocol dedicated switch based on the VoIP cancellation message.

[0029] Optional, further, also includes:

[0030] The VoIP client sends a heartbeat message to the agent.

[0031] After receiving the heartbeat message, the agent sends a response message to the VoIP client.

[0032] Optional, further, also includes:

[0033] When the number of times no response is received reaches a set threshold, the VoIP client sends a VoIP cancellation request to the Internet Protocol (IP) switch to perform the cancellation operation from the IP switch.

[0034] Optional, further, also includes:

[0035] If the agent does not receive a heartbeat message within a set time threshold, it sends a VoIP restart request to the call center to restart the VoIP call.

[0036] In a second aspect, embodiments of the present invention provide a remote calling method, applied to a remote calling system as described in the first aspect of the present invention, the method comprising:

[0037] The agent receives the login request and sends a login number retrieval request to the call center based on the request information carried in the login request.

[0038] The call center generates a target login number based on the login number request and sends the target login number to the agent, so that the agent can send the target login number to the VoIP terminal.

[0039] Based on the VoIP terminal, the target login number is verified and registered through the call center, and a registration success message is sent to the agent after successful verification and registration.

[0040] Based on the registration success message received at the agent's terminal, the user login operation is completed according to the target login number.

[0041] The remote calling system provided in this invention includes a remote work unit and a call center. The remote work unit includes an agent unit and a VoIP terminal, which are connected in communication. Specifically: the agent unit receives login requests and sends a login number retrieval request to the call center based on the request information carried in the login request; the call center generates a target login number based on the login number retrieval request and sends the target login number to the agent unit, so that the agent unit sends the target login number to the VoIP terminal; the VoIP terminal is also used to verify and register the target login number through the call center, and sends a registration success message to the agent unit after successful verification and registration; the agent unit, upon receiving the registration success message, completes the user login operation based on the target login number. By establishing a communication connection between the agent unit and the VoIP terminal, the acquisition of the target login number and the user login can be completed simply by initiating a login request through the agent unit, simplifying the login operation and eliminating call processing delays and call loss caused by inconsistencies between the VoIP terminal and the agent unit's states. Attached Figure Description

[0042] Figure 1 This is a schematic diagram of the structure of a remote calling system provided in Embodiment 1 of the present invention;

[0043] Figure 2a This is a schematic diagram of the structure of a remote calling system provided in Embodiment 2 of the present invention;

[0044] Figure 2b This is a flowchart illustrating a user login system provided in Embodiment 2 of the present invention;

[0045] Figure 2c This is a schematic diagram of an IP telephony registration process provided in Embodiment 2 of the present invention;

[0046] Figure 2d This is a schematic diagram of the process of binding agent ID and DN in AgentDesktop according to Embodiment 2 of the present invention;

[0047] Figure 2e This is a flowchart of a user logout system provided in Embodiment 2 of the present invention;

[0048] Figure 3 This is a flowchart of a remote calling method provided in Embodiment 3 of the present invention. Detailed Implementation

[0049] The present invention will now be described in further detail with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and not intended to limit it. Furthermore, it should be noted that, for ease of description, the accompanying drawings show only the parts relevant to the present invention, and not all of the structures.

[0050] In existing technologies, when customer service representatives log in to a remote workstation, they typically need to first log in to a VoIP client to obtain a directory number (DN). Then, using the obtained DN, they register with the call center to an Internet Protocol Private Branch exchange (IP PBX). After successful registration, the VoIP client displays the DN on its interface. The customer service representative then uses the DN and their personal account information to log in to the agent's workstation. The agent's workstation initiates a binding request to the call center based on the information entered by the customer service representative. The call center binds the DN to the customer service representative and returns a status change event to the agent's workstation. Afterward, the agent's workstation transitions to the formal work interface, thus completing the customer service representative's login and binding process. Therefore, in existing technologies, customer service representatives need to repeatedly operate between the VoIP client and the agent's workstation during login, which is cumbersome and inefficient.

[0051] Example 1

[0052] Figure 1 This is a schematic diagram of a remote calling system provided in Embodiment 1 of the present invention. The remote calling system provided in this embodiment is applicable to situations where remote customer service (i.e., users) make calls through a remote client and a call center. Figure 1 As shown, the remote calling system provided in this embodiment of the invention includes a remote work terminal 10 and a call center 20. The remote work terminal 10 includes an agent terminal 110 and a VoIP terminal 120, which are communicatively connected.

[0053] The agent terminal 110 is used to receive login requests and send a login number retrieval request to the call center 20 based on the request information carried in the login request.

[0054] Call center 20 is used to generate a target login number based on the login number retrieval request and send the target login number to agent terminal 110 so that agent terminal 110 sends the target login number to VoIP terminal 120.

[0055] The VoIP terminal 120 is also used to verify and register the target login number through the call center 20, and to send a registration success message to the agent terminal 110 after successful verification and registration.

[0056] The agent terminal 110 is also used to complete the user login operation based on the target login number after receiving the registration success message.

[0057] In this embodiment, when logging into the agent terminal, users do not need to switch between the agent terminal and the VoIP terminal; they only need to enter information on the agent terminal to log in. After receiving the login request from the user, the agent terminal parses the request to obtain the request information (such as user information, device information, etc.) carried in the login request. Based on the request information, it generates a login number retrieval request and sends it to the call center. The call center generates a target login number based on the login number retrieval request, so that the VoIP terminal can verify and register on the call center based on the target login number. After successful registration on the VoIP terminal, the agent terminal binds the user to the target login number, thus completing the user's login binding. The user can then use the agent terminal to access call services.

[0058] In the above process, the communication connection between the agent and the VoIP client can be established based on browser and local communication methods, such as using Chrome's Native message mechanism, treating the VoIP client as an application that can be invoked by the host. The agent and the VoIP client send event messages to each other, thereby triggering the other party to transition to the next state.

[0059] The remote calling system provided in this invention includes a remote work unit and a call center. The remote work unit includes an agent unit and a VoIP terminal, which are connected in communication. Specifically: the agent unit receives login requests and sends a login number retrieval request to the call center based on the request information carried in the login request; the call center generates a target login number based on the login number retrieval request and sends the target login number to the agent unit, so that the agent unit sends the target login number to the VoIP terminal; the VoIP terminal is also used to verify and register the target login number through the call center, and sends a registration success message to the agent unit after successful verification and registration; the agent unit, upon receiving the registration success message, completes the user login operation based on the target login number. By establishing a communication connection between the agent unit and the VoIP terminal, the acquisition of the target login number and the user login can be completed simply by initiating a login request through the agent unit, simplifying the login operation and eliminating call processing delays and call loss caused by inconsistencies between the VoIP terminal and the agent unit's states.

[0060] In one embodiment of the present invention, the call center includes a telephone number management module and a computer telephony integration (CTI) server. Generating a target login number based on a login number retrieval request includes: the CTI server confirming the legality of the login number retrieval request and sending the request to the telephone number management module; the telephone number management module determining the target Internet Protocol (IP) switch based on its current load, generating a target telephone number based on the identifier of the target IP switch, and using the target telephone number as the target login number. Specifically, the call center includes a telephone number (DN) management module and a computer telephony integration (CTI) server. The DN management module is used for DN generation and verification. Specifically, after receiving a login number retrieval request from an agent, the CTI server in the call center first verifies the validity of the request. If the request is deemed valid, a proxy object is created, and its status is set to unbound. Simultaneously, the CTI server sends a phone number retrieval request to the DN management module to request a phone number. The DN management module, based on the current IP PBX load, determines an available IP PBX as the target IP PBX. Then, based on the IP PBX's identifier, a target phone number is generated as the target login number, and this target login number is returned to the CTI server. The CTI server then returns a login success event message to the agent. The DN management module determines an available IP PBX based on its load by selecting the IP PBX with the fewest allocated DNs as the target IP PBX.

[0061] In one embodiment, the login number retrieval request includes the user identifier of the logged-in user. Generating a target phone number based on the identifier of the target Internet Protocol (IP) switch includes concatenating the identifier of the target IP switch and the user identifier to obtain the target phone number. In existing technology, maintenance personnel pre-configure a limited number of DN resources for each usable IP PBX for allocation by the DN management service. The number of DN resources configured in a single IP PBX is far less than the number of users, requiring IP phones to promptly return a DN resource after it is no longer in use so that it can be allocated to other IP phones. If a DN is simultaneously allocated to two IP phones, it will cause various call path problems. Furthermore, DNs are easily reclaimed when they shouldn't be, leading to DN contention, which results in two users being unable to work normally for an extended period. To avoid the technical problem of DN contention, in this embodiment, a dedicated DN is statically allocated to each user's VoIP phone on each IP PBX to solve the DN contention problem. Considering that a large call center not only has tens of thousands of users but also experiences frequent changes in users... If each user is assigned a unique DN on each IP PBX, the daily maintenance workload for operations and maintenance personnel would be enormous, and a large number of statically configured DNs would also degrade the performance of the IP PBX. Therefore, in this embodiment, a dedicated DN is dynamically generated for VoIP calls upon customer service login. To ensure that the DN assigned to each customer service representative is unique, reasonable DN generation rules need to be set. Generally, each user will have a fixed, globally unique employee ID (i.e., user identifier). This employee ID can be used as a part of the DN composition. To assign an identifier to each IP PBX, the IP PBX identifier and the user identifier are combined to obtain the unique DN for that user on that IP PBX. For example, the DN composition can be in the form of: XXXYYYYYY, where XXX is a pre-assigned 3-digit identifier of the PBX that does not start with 0; YYYYY is the user identifier.

[0062] Building upon the above solution, the method for verifying IP PBX extensions can be adjusted. Instead of reading a fixed configuration table for verification as in existing technologies, it calls the interface provided by the DN management module for authentication. To enable subsequent authentication verification via the DN management module, the DN management module needs to generate the required registration password and registration token when generating the target login number. Correspondingly, this also includes the telephone number management module generating the registration password and registration token, using the target telephone number, registration password, and registration token as the target login number.

[0063] Correspondingly, the call center also includes a boundary session controller, which verifies and registers the target login number through the call center. This includes: the VoIP client sending the target login number to the boundary session controller; after confirming the legality of the registration token, the boundary session controller determines the target Internet Protocol dedicated switch (IPS) based on the target phone number and sends a registration message to the target IPS; the target IPS requests the associated login parameters corresponding to the target phone number from the phone number management module, verifies the validity of the target login number based on the associated login parameters, and sends a registration success message to the VoIP client after confirming the validity of the target login number. During VoIP registration and verification, the VoIP client logs into the Session Border Controller (SBC) using the target login number. The SBC verifies the validity of the registration token. If valid, it extracts the IP PBX identifier corresponding to the target phone number based on the target phone number's structure rules, identifies the target Internet Protocol (IP) switch, and forwards the registration message to the target IP PBX. Upon receiving the registration message, the IP PBX requests information corresponding to the target phone number from the DN management module. This request includes the target phone number and the registration token. After verifying the validity of the registration token, the DN management module returns the information corresponding to the target phone number. The IP PBX then verifies the VoIP login information based on the received information and, upon successful verification, returns a registration success message to the VoIP client. This embodiment employs a dual verification method using both a registration password and a registration token, enhancing the security of the VoIP access system.

[0064] In one embodiment, completing the login operation based on the target login number includes: the agent sending a binding request to the computer telephony integration server; the computer telephony integration server binding the target phone number and user identifier carried in the binding request, and returning a binding success event to the agent. After successful VoIP registration, the agent can bind the DN (Domain Name) to the user through the target login number, thus completing the user's login binding. Specifically, the agent sends a binding request containing the target phone number and user identifier to the computer telephony integration server; the computer telephony integration server binds the target phone number and user identifier, changes the proxy object state to an unready state, and returns a binding success event to the agent; the agent then changes the proxy object state to an unready state, completing the user's login binding.

[0065] When a user needs to log out of the agent's terminal, the agent receives the logout request, sends a logout message to the CTI server, and sends a VoIP cancellation message to the VoIP client. The CTI server sends a phone number release command to the phone number management module. The phone number management module reclaims the target phone number. The VoIP client performs the cancellation operation from the Internet Protocol (IP) PBX based on the VoIP cancellation message. Specifically, the user initiates a logout request on the agent's terminal. Upon receiving the logout request, the agent sends a logout message to the CTI server and a VoIP cancellation message to the VoIP client. The CTI server notifies the DN management module to release DN resources. After the DN management module reclaims the DN resources, the CTI server returns a logout event message to the agent's terminal. The VoIP client cancels its connection from the IP PBX, completing the user's logout and DN release operations.

[0066] Furthermore, to avoid call loss due to inconsistent states between the VoIP client and the agent client caused by problems on either end (such as VoIP client crashing or agent client failing to log out in time), this embodiment includes an operation where the VoIP client sends a heartbeat message to the agent client, and the agent client sends a response message back to the VoIP client after receiving the heartbeat message. This ensures that the other end can respond promptly when a problem occurs on either the VoIP client or the agent client.

[0067] In one embodiment, when the number of times a VoIP client fails to receive a response reaches a set threshold, it sends a VoIP cancellation request to the computer telephony integration server to cancel the VoIP connection. Optionally, a threshold can be preset. When the number of times the VoIP client sends heartbeat messages but fails to receive a response reaches the set threshold, it indicates a fault at the agent's end (such as an internal agent fault or a user forcibly shutting down the system). The VoIP connection is then promptly cancelled, the Domain Name Provider (DN) is released, and unresponsive operations are avoided due to agent malfunctions. For example, if the VoIP client fails to respond to heartbeat messages more than three times, it is cancelled from the IP PBX.

[0068] In one embodiment, if the agent does not receive a heartbeat message within a set time threshold, it sends a VoIP restart request to the call center to restart the VoIP service. A quantity threshold or a time threshold can be set. When the agent does not receive a heartbeat message within the set time threshold, or when the number of times a heartbeat message is not received reaches the set quantity threshold, it indicates a VoIP service failure. An attempt is then made to restart the VoIP service. If the restart is successful, the agent automatically enters the login process. If the restart fails, a logout request is sent to the call center to log out of the system and release the Domain Name Controller (DN), thus preventing agent unresponsiveness caused by VoIP service failure.

[0069] Example 2

[0070] Based on the above embodiments, this embodiment provides a preferred embodiment.

[0071] Figure 2a It is a schematic structural diagram of a remote call system provided by the second embodiment of the present invention. As Figure 2a shown, in this embodiment, the network phone terminal is specifically an IP phone, and the agent desktop is specifically an Agent Desktop.

[0072] In this embodiment, the DN is no longer set in advance by the operation and maintenance personnel, but is dynamically generated after receiving the login request. Specifically, the ID of the IP PBX and the user identification can be combined to obtain the DN. In addition, a communication channel between the Agent Desktop and the IP phone is established by using the communication method between the browser and the local application, so as to realize the linkage between the Agent Desktop and the IP phone. To support the linkage mechanism, the login process is divided into two steps: login and binding, and a non-bound state is added to the corresponding Agent. After successful login, it enters the non-bound state. After successful binding, it enters the unready state. In this embodiment, the process of manually logging in to the IP phone is removed, and only the Agent Desktop needs to be logged in manually. Since there is no DN at the beginning, only the work number and password need to be provided when logging in to the Agent Desktop. After the Agent Desktop completes the login operation, the Agent object first changes to the non-bound state. Thereafter, the Agent passes the obtained DN to the IP phone, and the IP phone uses this DN to initiate registration. After success, it notifies the Agent Desktop. The Agent Desktop then initiates a binding request to the CTI. After success, the Agent enters the unready state. When logging out of the Agent Desktop, the Agent Desktop will notify the IP phone, and the IP phone will cancel the DN from the IP PBX. The IP phone will also send a heartbeat message to the Agent Desktop. If there is no heartbeat message, the Agent Desktop will try to restart the IP phone. If the restart fails, the Agent Desktop will also actively exit the system. Since it is the communication between two applications on the same host, almost no problems caused by network reasons exist.

[0073] The user operations of the call system provided by this embodiment mainly include four aspects: user logging in to the system, IP phone registration, Agent Desktop binding the work number and DN, and user logging out of the system.

[0074] Figure 2b It is a schematic flowchart of a user logging in to the system provided by the second embodiment of the present invention. As Figure 2bAs shown, the main process of user login to the system is as follows: The user logs in to Agent Desktop, entering their employee ID, password, and other information on the interface, without needing to enter their DN; Agent Desktop sends a login request to the CTI server; The CTI server verifies the validity of the login request, generates an Agent object representing the Agent Desktop, and sets the initial state of the object to unbound; The CTI server requests a DN from the DN management service, including the employee ID in the request; The DN management service determines a usable IP PBX based on the current IP PBX load; The DN management service uses the IP PBX's identifier ID and the user identifier to generate a new DN, and generates a registration password and a TOKEN (i.e., registration token); The DN management service returns the above information to the CTI server; The CTI server returns a login success event message to Agent Desktop, which includes the DN, password, and Token; Agent Desktop initiates IP telephony and notifies the IP telephony of the DN, password, and Token.

[0075] Figure 2c This is a schematic diagram of an IP telephony registration process provided in Embodiment 2 of the present invention. Figure 2c As shown, the main process of IP phone registration is as follows: The IP phone logs into the border session controller using a new DN, password, and token; the border session controller verifies the validity of the token. If valid, it extracts the IP PBX ID corresponding to the DN according to the DN composition rules; if the token is invalid, the message is discarded without any further processing; the border session controller forwards the registration message to the target IP PBX; after receiving the registration message, the IP PBX requests the information corresponding to the DN from the DN management service. The request information includes the DN and token; after verifying the validity of the token, the DN management service returns the corresponding DN information; the IP PBX uses this information to verify the IP phone's login information; upon successful verification, a success message is returned to the IP phone.

[0076] Figure 2d This is a schematic diagram illustrating the process of binding an agent ID and a domain name (DN) in AgentDesktop, as provided in Embodiment 2 of the present invention. Figure 2d As shown, the main process of AgentDesktop binding the employee ID and DN is as follows: the IP phone sends a registration success message to AgentDesktop; AgentDesktop sends a binding request to the CTI server; the CTI server binds the DN and employee ID and changes the Agent status to the not ready state; the CTI server returns a binding success event to AgentDesktop; AgentDesktop changes to the not ready state.

[0077] Figure 2e This is a schematic diagram of a user logout system provided in Embodiment 2 of the present invention. Figure 2e As shown, the main process for a user to log out of the system is as follows: The user logs out of the system using Agent Desktop; Agent Desktop sends a logout request to the CTI server; The CTI server notifies the DN management service to release DN resources; The DN management service reclaims DN resources; The CTI server returns a logout event message to Agent Desktop; Agent Desktop notifies the IP phone to cancel; The IP phone cancels from the IP PBX.

[0078] The call system provided in this invention assigns a logically unique DN to each user on each IP PBX, fundamentally preventing the possibility of DN occupancy. The DN management service dynamically generates DNs according to rules, greatly reducing the workload of maintenance personnel. Using dynamically generated tokens as additional information for DN registration is more secure and reliable than registering solely with static passwords. The linkage mechanism between IP phones and AgentDesktop simplifies user operations and reduces the possibility of errors. This linkage mechanism also prevents inconsistencies between the IP phone and AgentDesktop states, thereby avoiding potential call path failures.

[0079] Example 3

[0080] Figure 3 This is a flowchart of a remote calling method provided in Embodiment 3 of the present invention. The remote calling system provided in this embodiment can be applied to situations where remote customer service (i.e., users) realize call services through remote clients and call centers.

[0081] The remote calling method provided in this embodiment of the invention is applied to the remote calling system provided in Embodiment 1 of the invention, such as... Figure 3 As shown, the method includes:

[0082] S310: Receive login request from agent terminal and send login number retrieval request to call center based on the request information carried in the login request.

[0083] S320: Based on the call center's request to obtain the login number, a target login number is generated and sent to the agent's end, so that the agent's end can send the target login number to the VoIP terminal.

[0084] S330: Based on the VoIP terminal, the target login number is verified and registered through the call center, and a registration success message is sent to the agent after successful verification and registration.

[0085] S340: Based on the registration success message received at the agent terminal, complete the user login operation according to the target login number.

[0086] The remote calling method provided in this invention involves the following steps: The agent receives a login request and sends a login number retrieval request to the call center based on the request information carried in the login request. The call center generates a target login number based on the login number retrieval request and sends the target login number to the agent, enabling the agent to forward the target login number to the VoIP terminal. The VoIP terminal verifies and registers the target login number through the call center and sends a registration success message to the agent upon successful verification and registration. Upon receiving the registration success message, the agent completes the user login operation based on the target login number. By establishing a communication connection between the agent and the VoIP terminal, the method simplifies the login process by requiring only a login request initiated by the agent to obtain the target login number and complete the user login, eliminating call processing delays and call loss caused by inconsistencies between the VoIP terminal and the agent's state.

[0087] Optionally, based on the above solution, the call center includes a telephone number management module and a computer telephony integration server, which generates a target login number based on the login number retrieval request, including:

[0088] After verifying the legitimacy of the login number retrieval request, the computer telephony integration server sends a phone number retrieval request to the phone number management module;

[0089] The telephone number management module determines the target Internet Protocol (IP) switch based on the current load of the IP switch, generates the target telephone number based on the identifier of the target IP switch, and uses the target telephone number as the target login number.

[0090] Optionally, based on the above scheme, the login number acquisition request includes the user identifier of the logged-in user, and the target phone number is generated based on the identifier of the target Internet Protocol dedicated switch, including:

[0091] By concatenating the identifier of the target Internet Protocol (IP) switch and the user identifier, the target telephone number can be obtained.

[0092] Optionally, in addition to the above solutions, the following also applies:

[0093] The phone number management module generates a registration password and a registration token, and uses the target phone number, registration password, and registration token as the target login number.

[0094] Optionally, based on the above solution, the call center also includes a boundary session controller, which verifies and registers the target login number through the call center, including:

[0095] The VoIP client sends the target login number to the border session controller;

[0096] After the border session controller verifies the validity of the registration token, it determines the target Internet Protocol dedicated switch based on the target phone number and sends a registration message to the target Internet Protocol dedicated switch.

[0097] The target Internet Protocol dedicated switch requests the associated login parameters corresponding to the target phone number from the phone number management module, verifies the validity of the target login number based on the associated login parameters, and sends a registration success message to the VoIP client after confirming that the target login number is valid.

[0098] Optionally, based on the above scheme, the login operation can be completed according to the target login number, including:

[0099] The agent sends a binding request to the computer telephony integration server.

[0100] The computer telephony integration server binds the target phone number and user identifier carried in the binding request and returns a binding success event to the agent.

[0101] Optionally, in addition to the above solutions, the following also applies:

[0102] The agent receives a logout request, sends a logout message to the computer telephony integration server based on the logout request, and sends a VoIP cancellation message to the VoIP client.

[0103] The computer telephony integration server sends a phone number release command to the phone number management module;

[0104] The phone number management module reclaims target phone numbers;

[0105] The VoIP client performs the cancellation operation from the Internet Protocol dedicated switch based on the VoIP cancellation message.

[0106] Optionally, in addition to the above solutions, the following also applies:

[0107] The VoIP client sends a heartbeat message to the agent.

[0108] After receiving the heartbeat message, the agent sends a response message to the VoIP client.

[0109] Optionally, in addition to the above solutions, the following also applies:

[0110] When the number of times no response is received reaches a set threshold, the VoIP client sends a VoIP cancellation request to the Internet Protocol (IP) switch to perform the cancellation operation from the IP switch.

[0111] Optionally, in addition to the above solutions, the following also applies:

[0112] If the agent does not receive a heartbeat message within a set time threshold, it sends a VoIP restart request to the call center to restart the VoIP call.

[0113] Note that the above description is merely a preferred embodiment of the present invention and the technical principles employed. Those skilled in the art will understand that the present invention is not limited to the specific embodiments described herein, and various obvious changes, readjustments, and substitutions can be made without departing from the scope of protection of the present invention. Therefore, although the present invention has been described in detail through the above embodiments, the present invention is not limited to the above embodiments, and may include many other equivalent embodiments without departing from the concept of the present invention, the scope of which is determined by the scope of the appended claims.

Claims

1. A remote calling system, characterized in that, This includes a remote workstation and a call center. The remote workstation includes an agent terminal and a VoIP terminal, which are communicatively connected. The agent terminal is used to receive login requests and send a login number retrieval request to the call center based on the request information carried in the login request. The call center is configured to generate a target login number based on the login number retrieval request, and send the target login number to the agent terminal, so that the agent terminal sends the target login number to the VoIP terminal; wherein, the target login number includes a target phone number; The VoIP terminal is also used to verify and register the target login number through the call center, and send a registration success message to the agent terminal after successful verification and registration. The agent terminal is also used to complete the user login operation based on the target login number after receiving the registration success message.

2. The remote calling system according to claim 1, characterized in that, The call center includes a telephone number management module and a computer telephony integration server. The step of generating a target login number based on the login number retrieval request includes: After confirming the legitimacy of the login number retrieval request, the computer telephony integration server sends a phone number retrieval request to the phone number management module. The telephone number management module determines the target Internet Protocol (IP) switch based on the current load of the IP switch, generates a target telephone number based on the identifier of the target IP switch, and uses the target telephone number as the target login number.

3. The remote calling system according to claim 2, characterized in that, The login number acquisition request includes the user identifier of the logged-in user, and the generation of the target phone number based on the identifier of the target Internet Protocol dedicated switch includes: The target telephone number is obtained by concatenating the identifier of the target Internet Protocol dedicated switch and the user identifier.

4. The remote calling system according to claim 1, characterized in that, The call center includes a telephone number management module and a computer telephony integration server. The step of generating a target login number based on the login number retrieval request includes: After confirming the legitimacy of the login number retrieval request, the computer telephony integration server sends a phone number retrieval request to the phone number management module. The telephone number management module determines the target Internet Protocol (IP) switch based on the current load of the IP switch, generates a target telephone number based on the identifier of the target IP switch, and generates a registration password and a registration token, using the target telephone number, the registration password, and the registration token as the target login number.

5. The remote calling system according to claim 4, characterized in that, The call center also includes a boundary session controller, and the step of verifying and registering the target login number through the call center includes: The VoIP client sends the target login number to the border session controller; After the border session controller confirms the validity of the registration token, it determines the target Internet Protocol dedicated switch based on the target phone number and sends a registration message to the target Internet Protocol dedicated switch. The target Internet Protocol dedicated switch requests the associated login parameters corresponding to the target phone number from the phone number management module, verifies the validity of the target login number based on the associated login parameters, and sends a registration success message to the VoIP terminal after confirming that the target login number is valid.

6. The remote calling system according to claim 4, characterized in that, The step of completing the login operation based on the target login number includes: The agent sends a binding request to the computer telephony integration server. The computer telephony integration server binds the target phone number and user identifier carried in the binding request, and returns a binding success event to the agent.

7. The remote calling system according to claim 2, characterized in that, Also includes: The agent receives a logout request, sends a logout message to the computer telephony integration server according to the logout request, and sends a VoIP cancellation message to the VoIP client. The computer telephony integration server sends a phone number release command to the phone number management module; The telephone number management module reclaims the target telephone number; The VoIP client performs a cancellation operation from the Internet Protocol dedicated switch based on the VoIP cancellation message.

8. The remote calling system according to claim 2, characterized in that, Also includes: The VoIP terminal sends a heartbeat message to the agent terminal; Upon receiving the heartbeat message, the agent sends a response message to the VoIP terminal.

9. The remote calling system according to claim 8, characterized in that, Also includes: When the number of times the response information is not received reaches a set threshold, the VoIP client sends a VoIP cancellation request to the Internet Protocol dedicated switch to perform a cancellation operation from the Internet Protocol dedicated switch.

10. The remote calling system according to claim 8, characterized in that, Also includes: If the agent does not receive the heartbeat message within a set time threshold, it sends a VoIP restart request to the call center to restart the VoIP call.

11. A remote calling method, characterized in that, Applied to the remote calling system as described in any one of claims 1-10, the method comprises: Based on the agent receiving the login request, and sending a login number retrieval request to the call center according to the request information carried in the login request; The call center generates a target login number based on the login number retrieval request and sends the target login number to the agent, so that the agent sends the target login number to the VoIP terminal. Based on the VoIP terminal, the target login number is verified and registered through the call center, and a registration success message is sent to the agent terminal after successful verification and registration. Upon receiving the registration success message, the agent completes the user login operation based on the target login number.

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