Method and System for Judging Call Direction Based on Network Packet Capturing Method

Abstract

The present invention relates to a technical solution for judging call directions and systems based on network packet capture, including: listening to and capturing network packets on the first side; parsing the network packets on the first side and extracting the address information sent and received in the call request signaling; based on the network packet capture location, comparing the call request signaling address information with the address information provided by the telephone system to judge the incoming and outgoing directions. The beneficial effects of the present invention are as follows: By capturing and parsing network packets outside the interior of the telephone system, and judging the incoming and outgoing directions only based on the address information provided by the telephone system, the efficiency of call direction judgment is improved.

Description

Technical Field

[0001] The present invention relates to the field of computer technology, and particularly relates to a method and system for judging call direction based on network packet capture. Background Art

[0002] The call center of a telephone has become an important way for enterprises to interact with users. At the same time, intelligent recommendation based on voice analysis is another hot spot in the current e-commerce business. Calls initiated by customers to the call center are mainly service calls, such as pre-sales consultation, after-sales service, etc. Calls initiated by call center agents to customers are mainly sales calls, such as product promotion, business recommendation, customer return visit, etc. Quick and accurate judgment of the call direction can save time and improve efficiency for subsequent intelligent recommendation of different services.

[0003] Traditional call direction judgment requires docking with the telephone system and relying on the internal data of the telephone system. On the one hand, it is difficult to unify the interfaces provided by different manufacturers, which brings complexity to accurate access. On the other hand, obtaining the internal data of the telephone requires capturing and parsing more information, increasing the time cost. Based on this, how to quickly and accurately judge the call direction is a problem to be solved. Summary of the Invention

[0004] An object of the present invention is to at least solve one of the technical problems existing in the prior art, and provide a method and system for judging call direction based on network packet capture, which realizes judging the incoming and outgoing directions only based on the address information of the service provided by the telephone system, and further improves the efficiency of judging the call direction.

[0005] The technical solution of the present invention includes a method for judging call direction based on network packet capture, including: S100, listening to and capturing network packets on the first side; S200, parsing the network packets on the first side and extracting the address information sent and received in the call request signaling; S300, based on the network packet capture position, comparing the call request signaling address information with the address information of the service provided by the telephone system to judge the incoming and outgoing directions.

[0006] According to the method for judging call direction based on network packet capture, the parsing of the network packets on the first side and extracting the address information sent and received in the call request signaling includes that in the process of parsing the network packets on the first side, the control signaling type can be obtained by parsing the control signaling protocol, and if it does not involve the network packets of the call request signaling, they will be discarded.

[0007] According to the method for judging call direction based on network packet capture, the listening to and capturing network packets on the first side includes that the first side represents the agent side or the customer side, and the call dynamics on the agent side or the customer side are monitored throughout the process, and the corresponding network packets are captured.

[0008] According to the method for determining the call direction based on network packet capture, based on the network packet capture location, comparing the call request signaling address information with the address information provided by the telephone system to determine the incoming and outgoing directions includes capturing network packets based on the agent side or the customer side, and comparing the call request signaling address information with the address information provided by the telephone system to determine the incoming and outgoing directions.

[0009] According to the method for determining the call direction based on network packet capture, capturing network packets based on the agent side, comparing the call request signaling address information with the address information provided by the telephone system to determine the incoming and outgoing directions includes: S210, listening to and capturing network packets on the agent side; S220, parsing the network packets on the agent side and extracting the address information sent and received in the call request signaling; S230, reading the address information provided by the telephone system; S240, when the address information provided by the telephone system is the same as the sender address information in the call request signaling, determining that the call is an incoming call type; when the address information provided by the telephone system is the same as the receiver address information in the call request signaling, determining that the call is an outgoing call type.

[0010] According to the method for determining the call direction based on network packet capture, capturing network packets based on the customer side, comparing the call request signaling address information with the address information provided by the telephone system to determine the incoming and outgoing directions includes: S110, listening to and capturing network packets on the customer side; S120, parsing the network packets on the customer side and extracting the address information sent and received in the call request signaling; S130, reading the address information provided by the telephone system; S140, when the address information provided by the telephone system is the same as the sender address information in the call request signaling, determining that the call is an outgoing call type; when the address information provided by the telephone system is the same as the receiver address information in the call request signaling, determining that the call is an incoming call type.

[0011] According to the method for determining the call direction based on network packet capture, the address information includes port number and IP information.

[0012] According to the method for determining the call direction based on network packet capture, the address information provided by the telephone system includes that the address information provided by the telephone system is stored in a list by associating the receiver and sender address information of the call request signaling network packet.

[0013] The technical solution of the present invention further includes a system for judging the call direction based on network packet capture, which is used to implement any of the above methods, and is characterized by including a network packet monitoring module, a network packet capture module, a network packet analysis module, an address extraction module, and a call direction judgment module; wherein, the network packet monitoring module is used to monitor the status of the first side; the network packet capture module is used to capture the network packets of the first side, and when the network packet monitoring module monitors that the first side receives or sends network packets, the network packet capture is performed; the network packet analysis module is used to analyze and filter the network packets irrelevant to the first side; the network packet parsing and extraction module is used to parse the network packets and extract call signaling messages; the address extraction module is used to extract the address information provided by the telephone module; the call direction judgment module is used to judge the call direction.

[0014] According to the system for judging the call direction based on network packet capture, the address extraction system is used to search based on a list of service addresses.

[0015] The beneficial effect of the present invention is that it is separated from the inside of the telephone system, and through the capture and parsing of network packets, the incoming and outgoing directions are judged only based on the address information provided by the telephone system, which is more efficient. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] Figure 1 Shown is a schematic diagram of the network structure for judging the call direction based on network packet capture.

[0017] Figure 2 Shown is a flowchart of the method for judging the call direction based on network packet capture.

[0018] Figure 3 Shown is a flowchart of the method for judging the call direction based on network packet capture on the customer side.

[0019] Figure 4 Shown is a flowchart of the method for judging the call direction based on network packet capture on the agent side.

[0020] Figure 5 Shown is a structural diagram of the system for judging the call direction based on network packet capture.

[0021] The present invention will be further described below in conjunction with the drawings and embodiments; DETAILED DESCRIPTION OF THE INVENTION

[0022] This part will describe in detail the specific embodiments of the present invention. The preferred embodiments of the present invention are shown in the drawings. The function of the drawings is to supplement the description in the text part of the specification, enabling people to intuitively and vividly understand each technical feature and the overall technical solution of the present invention, but it cannot be understood as a limitation on the protection scope of the present invention.

[0023] In the description of the present invention, unless otherwise clearly defined, terms such as "set" should be understood in a broad sense, and those skilled in the art can reasonably determine the specific meaning of the above terms in the present invention in combination with the specific content of the technical solution.

[0024] As Figure 1 shown, the telephone system completes the routing and forwarding of the voice streams of the calling and called parties during a call. Any side of the call has two voice streams for one call, namely the upstream and downstream streams. Grabbing the voice stream of any party can obtain the complete call voice stream. Among them, the agent side mainly consists of the company's business service personnel, and the customer side mainly consists of ordinary users.

[0025] As Figure 2 shown, a method for judging the call direction based on network packet capture is as follows:

[0026] S100, monitor and capture the network packets on the first side. In the telephone system, there are mainly the agent side and the customer side. Among them, in order to distinguish different network packet capture locations, the first side is used to represent the agent side or the customer side. Monitor the call dynamics on the agent side or the customer side throughout the process and capture the corresponding network packets.

[0027] S200, analyze the network packets on the first side and extract the address information sent and received in the call request signaling. During the process of analyzing the network packets on the first side, the control signaling type can be obtained by analyzing the control signaling protocol. If the network packet does not involve the call request signaling, it is discarded and the monitoring and capture steps are continued. Among them, the network packets are transmitted based on different protocols, and the corresponding parsing methods are different during the network packet parsing process. For example, the parsing of the SIP transmission protocol is mainly carried out by obtaining the content in the pre-specified text form for parsing.

[0028] S300, based on the network packet capture location, compare the address information in the call request signaling with the address information provided by the telephone system to judge the incoming and outgoing directions. The incoming and outgoing directions are related to the location where the network packets are captured, such as the agent or customer side, the addresses of the sending and receiving ends in the call request signaling, and the address information provided by the telephone system.

[0029] Different from the prior art that judges the incoming and outgoing directions by accessing the internal data of the telephone system, the present invention is separated from the inside of the telephone system and judges the incoming and outgoing directions only based on the address information provided by the telephone system through the capture and analysis of network packets, which is more efficient.

[0030] As Figure 3 shown, in an embodiment, the main steps for judging the incoming and outgoing directions are as follows:

[0031] S110, monitor and capture the network packets on the customer side. The present invention captures the network packets on the customer side throughout the process and discards the network packets irrelevant to the customer side.

[0032] S120 parses the network packets on the client side and extracts the address information sent and received in the call request signaling.

[0033] Among them, step S120 specifically includes:

[0034] S121, based on capturing the network packets on the client side, further performs parsing operations to determine whether call request signaling information is parsed.

[0035] S122, if call request signaling information is parsed, extract the address information of the sender and the receiver, including port number and IP information; if call request signaling information is not parsed, return to step S110 and continue to capture.

[0036] S130 reads the address information provided by the telephone system. Among them, the address information provided by the telephone system is stored in the form of a list by associating the address information of the receiver and the sender of the call request signaling network packet.

[0037] When the address information provided by the telephone system is the same as the address information of the sender in the call request signaling, this call is an outgoing call; when the address information provided by the telephone system is the same as the address information of the receiver in the call request signaling, it is determined that this call is an incoming call. For unified description, the outgoing and incoming calls of the present invention are both judged based on the agent side. When the client side actively calls the agent side, it is determined as an incoming call; when the agent side actively calls the client side, it is determined as an outgoing call.

[0038] Such as Figure 4 shown, in an embodiment, the main steps for judging the incoming and outgoing directions are as follows:

[0039] S210 monitors and captures the network packets on the agent side. The present invention captures the network packets on the agent side throughout the process and discards the network packets irrelevant to the agent side.

[0040] S220 parses the network packets on the agent side and extracts the address information sent and received in the call request signaling.

[0041] S220 parses the network packets on the client side and extracts the address information sent and received in the call request signaling.

[0042] Among them, step S220 specifically includes:

[0043] S221, based on capturing the network packets on the agent side, further performs parsing operations to determine whether call request signaling information is parsed.

[0044] S222: If the call request signaling information is parsed, extract the address information of the sender and the receiver, including the port number and IP information; if the call request signaling information is not parsed, return to step S210 and continue to capture.

[0045] S230: Read the address information provided by the telephone system for services.

[0046] S240: When the address information provided by the telephone system for services is the same as the sender address information in the call request signaling, determine that the call is an incoming call; when the address information provided by the telephone system for services is the same as the receiver address information in the call request signaling, determine that the call is an outgoing call.

[0047] Among them, in the above embodiment, the client side may not be connected to the Internet network. In this case, the present invention only performs the steps of listening and capturing network packets on the agent side.

[0048] In a second aspect, an embodiment of the present invention further provides a system for judging the call direction based on the network packet capturing method, as Figure 5 shown, specifically including: a network packet listening module, a network packet capturing module, a network packet analysis module, an address extraction module, and a call direction judgment module.

[0049] The network packet listening module is used to listen to the status of the first side; the network packet capturing module is used to capture the network packets of the first side. When the network packet listening module listens to the first side receiving or sending network packets, network packet capturing is performed; the network packet analysis module is used to analyze and filter the network packets irrelevant to the first side; the network packet parsing and extraction module is used to parse the network packets and extract the call signaling messages; the address extraction module is used to extract the address information provided by the telephone module for services, where the address extraction module performs a search based on the list of service addresses; the call direction judgment module is used to judge the call direction.

[0050] The system for judging the call direction based on the network packet capturing method provided by the present invention can flexibly provide call direction judgment on the agent side or the client side. By capturing and parsing network packets, the address information of the call signaling sending and receiving is obtained, and the call direction is determined by comparing the address information provided by the telephone system for services, greatly simplifying the traditional method of obtaining the call direction.

[0051] It should be recognized that the method steps in the embodiments of the present invention can be implemented or carried out by computer hardware, a combination of hardware and software, or computer instructions stored in a non-transitory computer-readable memory. The method can use standard programming techniques. Each program can be implemented in a high-level procedural or object-oriented programming language to communicate with the computer system. However, if desired, the program can be implemented in assembly or machine language. In any case, the language can be a compiled or interpreted language. In addition, for this purpose, the program can run on a dedicated integrated circuit programmed for this purpose.

[0052] In addition, the operations of the processes described herein can be performed in any suitable order, unless otherwise indicated herein or otherwise clearly contradicted by the context. The processes described herein (or variations and / or combinations thereof) can be executed under the control of one or more computer systems configured with executable instructions, and can be implemented as code (e.g., executable instructions, one or more computer programs, or one or more applications) executed commonly on one or more processors, by hardware, or a combination thereof. The computer program includes a plurality of instructions executable by one or more processors.

[0053] Further, the method can be implemented in any type of computing platform operably connected, including but not limited to personal computers, minicomputers, mainframes, workstations, network or distributed computing environments, separate or integrated computer platforms, or communicating with charged particle tools or other imaging devices, etc. Aspects of the present invention can be implemented in machine-readable code stored on a non-transitory storage medium or device, whether removable or integrated into the computing platform, such as a hard disk, optical read and / or write storage medium, RAM, ROM, etc., such that it can be read by a programmable computer and can be used to configure and operate the computer to execute the processes described herein when the storage medium or device is read by the computer. In addition, the machine-readable code, or portions thereof, can be transmitted via a wired or wireless network. When such media include instructions or programs that implement the above-described steps in combination with a microprocessor or other data processor, the inventions described herein include these and other different types of non-transitory computer-readable storage media. When programmed according to the methods and techniques of the present invention, the present invention also includes the computer itself.

[0054] The computer program can be applied to the input data to perform the functions described herein, thereby transforming the input data to generate output data stored in a non-volatile memory. The output information can also be applied to one or more output devices such as a display. In a preferred embodiment of the present invention, the transformed data represents physical and tangible objects, including a specific visual depiction of the physical and tangible objects generated on the display.

[0055] The embodiments of the present invention have been described in detail above in conjunction with the accompanying drawings. However, the present invention is not limited to the above embodiments, and various changes can be made without departing from the spirit of the present invention within the scope of knowledge possessed by those of ordinary skill in the art.

Claims

1. A method for determining the call direction based on network packet capture, characterized in that, It includes the following steps: S100, monitor and capture network packets on the first side; S200, analyze the network packets on the first side, and extract the address information sent and received in the call request signaling; S300, based on the network packet capture location, compare the address information of the call request signaling with the address information provided by the telephone system for service, and judge the incoming and outgoing call directions; The monitoring and capturing of network packets on the first side includes monitoring the call dynamics of the agent side or the customer side throughout the process and capturing the corresponding network packets; The comparing the address information of the call request signaling with the address information provided by the telephone system for service based on the network packet capture location and judging the incoming and outgoing call directions includes: capturing the network packets based on the agent side or the customer side, comparing the address information of the call request signaling with the address information provided by the telephone system for service, and judging the incoming and outgoing call directions.

2. The method for judging the call direction based on the network packet capture mode according to claim 1, characterized in that The analyzing the network packets on the first side and extracting the address information sent and received in the call request signaling includes: During the process of analyzing the network packets on the first side, the control signaling type can be obtained by analyzing the control signaling protocol, and the network packets not related to the call request signaling are discarded.

3. The method for judging the call direction based on the network packet capturing mode according to claim 1, characterized in that, The comparing the address information of the call request signaling with the address information provided by the telephone system for service based on the agent side capturing the network packets and judging the incoming and outgoing call directions includes: S210, monitor and capture agent side network packets; S220, analyze the network packets on the agent side and extract the address information sent and received in the call request signaling; S230, read the address information provided by the telephone system for service; S240, when the address information provided by the telephone system for service is consistent with the sender address information in the call request signaling, determine that the call is an incoming call type; when the address information provided by the telephone system for service is consistent with the receiver address information in the call request signaling, determine that the call is an outgoing call type.

4. The method for judging the call direction based on the network packet capture mode according to claim 1, wherein The comparing the address information of the call request signaling with the address information provided by the telephone system for service based on the customer side capturing the network packets and judging the incoming and outgoing call directions includes: S110, monitor and capture the customer side network packets; S120, analyze the network packets on the customer side and extract the address information sent and received in the call request signaling; S130, read the address information provided by the telephone system for service; S140, when the address information provided by the telephone system for service is consistent with the sender address information in the call request signaling, determine that the call is an outgoing call type; when the address information provided by the telephone system for service is consistent with the receiver address information in the call request signaling, determine that the call is an incoming call type.

5. The method for determining a call direction based on a network packet capture mode according to claim 1, wherein The address information includes port number and IP information.

6. The method for judging the call direction based on the network packet capturing method according to claim 1, characterized in that, The address information provided by the telephone system for service includes the address information of the receiver and the sender associated with the call request signaling network packets, and is stored in the form of a list.

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