Method, system and apparatus for communication connection

Abstract

The application provides a communication connection method, system and device. The method comprises the following steps: a call center receives a call request initiated by a calling client; the call center acquires at least one channel variable of a first call channel according to a client identifier corresponding to the calling client, wherein the at least one channel variable comprises a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; the call center calls the called client through the called client number, establishes a communication connection between the calling client and the called client, and displays a virtual number on the called client, wherein the virtual number is obtained by the call center according to the calling client number and the called client number. The technical scheme of the application can hide the calling client number and the called client number at the same time, reduces the risk of information leakage of the calling and called information, and the calling client does not need to bear the cost of outbound call.

Description

Technical Field

[0001] This application relates to the field of communication technology, specifically to a communication connection method, system, and apparatus. Background Technology

[0002] As customers' service demands increase, sales personnel (the callers, such as agents or customer service representatives) often use outbound calls to communicate with customers (the called parties) to provide the necessary services. However, during these phone calls, there is a risk of both sales personnel's and customers' phone numbers being leaked, increasing the probability of either receiving harassing calls, scam calls, or malicious text messages. Furthermore, uncontrollable situations, such as customers calling back to the sales personnel's mobile phones, increase the difficulty of managing these calls. In addition, the increasing frequency of phone calls between sales personnel and customers leads to higher outbound call costs for them.

[0003] Therefore, how to reduce outbound call costs while hiding the caller's and recipient's phone numbers has become an urgent technical problem to be solved. Summary of the Invention

[0004] In view of this, embodiments of this application provide a communication connection method, system, and apparatus that can simultaneously hide the numbers of the caller and the called party, reducing the risk of leakage of caller and called party information, and also eliminating the need for the caller to bear the cost of outbound calls.

[0005] In a first aspect, embodiments of this application provide a communication connection method, the method comprising: a call center receiving a call request initiated by a calling client; the call center obtaining at least one channel variable of a first call channel based on a client identifier corresponding to the calling client, wherein the at least one channel variable includes a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; the call center calling the called client through the called client number to establish a communication connection between the calling client and the called client, and displaying a virtual number on the called client, wherein the virtual number is obtained by the call center based on the calling client number and the called client number.

[0006] In some embodiments of this application, the call center receives a call request initiated by a calling client, including: the call center receives a call request initiated by dialing an extension number through a specified control displayed on a first user interface of the calling client, wherein the called client number is partially displayed or not displayed on the first user interface.

[0007] In some embodiments of this application, the call center receives a call request initiated by dialing an extension number through a designated control displayed on the first user interface of the calling client, including: the call center obtaining the calling client number and the called client number upon detecting an operation instruction of the designated control; the call center sending a registration confirmation message to the calling client upon detecting that the calling client number and the called client number have been registered, so that the calling client can display the dial pad and the extension number after receiving the registration confirmation message; and the call center receiving the call request initiated by the calling client by operating the extension number on the dial pad.

[0008] In some embodiments of this application, before the call center receives the call request initiated by the calling client, the method further includes: the call center receiving a registration message, wherein the registration message includes the calling client number, the called client number, and the correspondence between the calling client number and the called client number, wherein the correspondence is used to indicate that there is a communication relationship between the calling client number and the called client number; the call center stores the calling client number, the called client number, and the correspondence.

[0009] In some embodiments of this application, the method further includes: the call center querying whether there is a corresponding relationship between the calling client number and the called client number; if a corresponding relationship is found, the call center calls the virtual number interface to obtain the virtual number.

[0010] In some embodiments of this application, after establishing a communication connection between the calling client and the called client, the method further includes: when the call center receives a message from the called client that the call has been answered, recording the call process between the calling client and the called client.

[0011] In some embodiments of this application, after recording the call process between the calling client and the called client, the method further includes: upon receiving a message that the call between the calling client and the called client has ended, the call center deletes the calling client number, the called client number, and the correspondence between the calling client number and the called client number.

[0012] Secondly, embodiments of this application provide a communication connection method, comprising: a calling client sending a registration message to a call center, wherein the registration message includes a calling client number and a called client number; after receiving a registration success message sent by the call center, the calling client receives a call initiated by operating a specified control on a first user interface of the calling client; the calling client receives a confirmation registration message sent by the call center, and automatically displays the dial pad and automatically fills in the extension number, thereby establishing a communication connection with the called client number by dialing the extension number.

[0013] Thirdly, embodiments of this application provide a communication connection system, including: a calling client, a called client, and a call center, wherein the calling client is wirelessly connected to the call center, and the call center is wirelessly connected to the called client, wherein the call center is used to perform the communication connection methods described in the first and second aspects above.

[0014] Fourthly, embodiments of this application provide a communication connection device, comprising: a first receiving module for receiving a call request initiated by a calling client; a first obtaining module for obtaining at least one channel variable of a first call channel based on a client identifier corresponding to the calling client, wherein the at least one channel variable includes a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and a call center; and a call establishment module for calling a called client through the called client number, establishing a communication connection between the calling client and the called client, and displaying a virtual number on the called client, wherein the virtual number is obtained by the call center based on the calling client number and the called client number.

[0015] Fifthly, embodiments of this application provide a computationally readable storage medium storing a computer program for executing the communication connection methods described in the first and second aspects above.

[0016] In a sixth aspect, embodiments of this application provide an electronic device, including: a processor; and a memory for storing processor-executable instructions, wherein the processor is used to execute the communication connection method described in the first and second aspects above.

[0017] This application provides a communication connection method, system, and apparatus. By receiving a call request initiated by a calling client, and then obtaining a virtual number based on the calling client's number and the called client's number, the virtual number is used to indirectly call the called client. This allows the calling client to simultaneously hide both its own and the called client's numbers during the call, reducing the risk of leakage of these information. Furthermore, by using the call center's outbound calling line instead of the operator's line corresponding to the calling client's number, the outbound calling costs are borne by the call center, eliminating the need for the calling party (e.g., an agent) to bear them. Attached Figure Description

[0018] Figure 1 This is a schematic diagram of the structure of a communication connection system provided in an exemplary embodiment of this application.

[0019] Figure 2 This is a flowchart illustrating a communication connection method provided in an exemplary embodiment of this application.

[0020] Figure 3 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application.

[0021] Figure 4 This is a flowchart illustrating the registration query method provided in an exemplary embodiment of this application.

[0022] Figure 5 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application.

[0023] Figure 6 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application.

[0024] Figure 7 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application.

[0025] Figure 8 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application.

[0026] Figure 9a This is a schematic diagram of the structure of a communication connection device provided in an exemplary embodiment of this application.

[0027] Figure 9b This is a schematic diagram of the structure of a communication connection device provided in an exemplary embodiment of this application.

[0028] Figure 10 This is a block diagram of an electronic device for communication connection provided in an exemplary embodiment of this application. Detailed Implementation

[0029] The technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, and not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0030] Information security is currently one of the most pressing concerns. However, during phone conversations between sales personnel (such as agents or customer service representatives) and customers, the sales personnel's devices (such as mobile phones) typically display the customer's contact information (such as phone numbers), and the customer's devices also display the sales personnel's contact information. This increases the risk of information leakage for both sales personnel and customers. Furthermore, if the contact information of sales personnel and / or customers is leaked, it can lead to them receiving harassing calls, scam calls, and malicious text messages, severely impacting their daily lives.

[0031] Furthermore, after a salesperson ends a call with a customer, if the customer remembers that there are still other issues that haven't been resolved, they will usually call back to the salesperson's user terminal (such as a mobile phone). This leads to the salesperson and the customer communicating privately, which increases the difficulty for managers to manage the calls between salespeople and customers.

[0032] In addition, if sales staff frequently communicate with customers by phone, it will lead to excessive telephone expenses for the sales staff, which may result in problems such as untimely follow-up and unproactive service to customers.

[0033] To address the aforementioned problems, this application provides a communication connection method, comprising: a call center receiving a call request initiated by a calling client; the call center obtaining at least one channel variable of a first call channel based on a client identifier corresponding to the calling client, wherein the at least one channel variable includes the calling client number and the called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; the call center calling the called client through the called client number to establish a communication connection between the calling client and the called client, and displaying a virtual number on the called client, wherein the virtual number is obtained by the call center based on the calling client number and the called client number. The technical solution of this application can simultaneously hide the calling client number and the called client number, reducing the risk of leakage of calling and called information, and also eliminating the need for the calling party to bear the outbound call costs.

[0034] After introducing the basic principles of this application, various non-limiting embodiments of this application will be described in detail below with reference to the accompanying drawings.

[0035] Figure 1 This is a schematic diagram of a communication connection system provided in an exemplary embodiment of this application. The communication connection system includes a calling client 110, a call center 120, and a called client 130. The calling client 110 is wirelessly connected to the call center 120, and the call center 120 is wirelessly connected to the called client 130; that is, the calling client 110 and the called client 130 communicate via a call bridge established by the call center 120. It should be noted that the call center can be understood as an "intermediary" for the communication connection between the calling client and the called client.

[0036] The calling client 110 can be a device capable of making calls, such as a mobile phone, smartwatch, or tablet. The calling client 110 may include a third-party system 111, which can be a non-call center application or app running on the calling client 110 of the calling party (e.g., an agent). The first user interface of the calling client 110 can be used to display the page of the third-party system's application (e.g., an app) or app.

[0037] Call center 120 may include a Remote Dictionary Server (Redis) 121, a Call Manager 122, and a FreeSwitch platform 123. The Remote Dictionary Server 121 may include one or more registration forms for storing calling client numbers, called client numbers, and the mapping between them.

[0038] The call manager 122 and the telephone softswitch platform 123 interact via Event Socket events. The telephone softswitch platform 123 can send call traffic data such as customer ringing time, customer connection time, customer or agent hang-up time, original caller, original called party, current caller, current called party, and recording ID to the call manager 122 via Event Socket events. The call manager 122 stores the call traffic data for business queries or data warehouse analysis.

[0039] Call center 120 can provide a call result query interface for third-party system 111 to call and query these call data. Alternatively, third-party system 111 can provide a callback interface, which call center 120 can call immediately after the call ends to transmit the call result to third-party system 111.

[0040] The called client 130 can be a mobile phone, smartwatch, tablet, or other device capable of making calls.

[0041] Figure 2 This is a flowchart illustrating a communication connection method provided in an exemplary embodiment of this application. Figure 2 The method is executed by the call center in the communication connection system. For example... Figure 2 As shown, the communication connection method includes the following:

[0042] S210: The call center receives a call request initiated by the calling client.

[0043] Specifically, a call center can be a B / S (Browser / Server) architecture software system used to make or receive calls from called clients (e.g., customers). The caller can be the party planning to make the call, such as an agent or customer service representative. The called party can be the party answering the call, such as a customer, supervisor, manager, or expert.

[0044] In one embodiment, when the call center detects that a caller clicks a designated control on the first user interface of the calling client, it obtains the calling client number and the called client number. The call center then checks whether the calling client number and the called client number are registered. If the call center detects that the calling client number and the called client number are registered, it sends a registration confirmation message to the calling client. Upon receiving the registration confirmation message, the calling client automatically displays the dial pad and automatically fills in the extension number. The calling client can then initiate a call to the call center by dialing the extension number.

[0045] The extension number can be an Interactive Voice Response (IVR) extension number, and the call center can pre-store multiple extension numbers. These extension numbers can be configured differently according to different business scenarios. It should be noted that since the extension numbers in this embodiment can be used for various business scenarios, when adding new business scenarios, this embodiment does not require modification of the code of the third-party system running on the calling user's terminal, nor does it require modification of the call center's code. Only adding an extension number to FreeSwitch is needed, enhancing the application's scalability.

[0046] It should be noted that for a detailed description of this step, please refer to [link / reference needed]. Figure 3 To avoid repetition, the embodiments described herein will not be repeated here.

[0047] S220: The call center obtains at least one channel variable of the first call channel based on the client identifier corresponding to the calling client.

[0048] In one embodiment, at least one channel variable includes the calling client number and the called client number corresponding to the calling client, and the first call channel is the communication channel between the calling client and the call center.

[0049] Specifically, the call center can obtain at least one channel variable in the first call channel through the session method. This at least one channel variable may include the calling client number (caller_id_number), the called client number (destination_number), and a unique call identifier (call_uuid), etc. It should be noted that the method by which the call center obtains at least one channel variable can be flexibly set according to actual conditions; this application embodiment does not specifically limit the method of obtaining channel variables.

[0050] The client identifier corresponding to the calling client can be understood as an identifier used by the call center to identify the calling client, such as an extension number. This application does not limit the specific form of the identifier.

[0051] In one embodiment, the caller can communicate with the call center by dialing an extension number from the calling client. The call center can identify the corresponding calling client based on the extension number, and then determine the communication channel (i.e., the first call channel) between the caller and the calling client.

[0052] In another embodiment, the client identifier can be a pre-stored unique identifier corresponding to the calling client, such as an authorization number obtained by pre-registering and authorizing the calling client with the call center. It should be noted that only authorized calling clients can use the call center to perform outbound calls while concealing the calling and called client numbers. When the call center receives a call request initiated by the calling client, it can first determine whether the calling client has a unique identifier (e.g., an authorization number). If the calling client has the unique identifier, it obtains at least one channel variable of the first call channel corresponding to that unique identifier; otherwise, it terminates the call.

[0053] S240: The call center calls the called client using the called client number, establishes a communication connection between the calling client and the called client, and displays a virtual number on the called client. The virtual number is obtained by the call center based on the calling client number and the called client number.

[0054] Specifically, the call center can query whether it has registered a correspondence between the calling client number and the called client number based on the calling client number and the called client number in at least one channel variable (e.g., a registration table in the call center's Redis). When the call center finds the correspondence between the calling client number and the called client number, it calls the virtual number group query interface to obtain the virtual number. This virtual number can be a Direct Inward Dialing (DID) number; however, this embodiment does not specifically limit the virtual number.

[0055] Furthermore, the call center dials the called client's number to establish a communication connection between the calling and called clients. Simultaneously, a virtual number can be carried in the communication channel between the call center and the called client, allowing it to be displayed on the called client's screen. This ensures that the called client does not display the calling client's number when receiving a call from the calling client.

[0056] It should be noted that the application scenarios of this application embodiment can be calls between agents (i.e., callers) and customers (i.e., called parties), or calls between agents (i.e., callers) and supervisors (or superiors, experts, i.e. called parties). This application embodiment does not specifically limit the application scenarios.

[0057] For example, after a customer connects to an agent (or customer service representative), if the agent cannot resolve the customer's issue and the call needs to be transferred to a supervisor, the calling client's application or mini-program page can provide a list of transfer targets (i.e., supervisors). The agent selects a transfer target and clicks the transfer button, automatically calling another IVR extension number (e.g., 88296021). The call center's FreeSwitch executes the dialing plan parsing, calls the query interface to retrieve the corresponding supervisor number from the call center's registration table based on the agent's information, and calls the virtual number group query interface to find available DID numbers. It then sets the channel variable and executes the transfer call to the supervisor number.

[0058] Therefore, this embodiment of the application receives a call request initiated by the calling client, then obtains a virtual number based on the calling client's number and the called client's number, and then uses the virtual number to indirectly call the called client. This allows the calling client to hide both its own number and the called client's number during the call, reducing the risk of leakage of these information. Furthermore, by using the call center's outbound calling line instead of the operator's line corresponding to the calling client's number, the outbound calling costs are borne by the call center, not by the calling client (e.g., an agent).

[0059] In one embodiment of this application, a call center receives a call request initiated by a calling client, including: the call center receiving a call request initiated by dialing an extension number through a specified control displayed on a first user interface of the calling client, wherein the called client number is partially displayed or not displayed on the first user interface.

[0060] Specifically, the calling client may have a third-party system installed. Furthermore, the calling client may display a first user interface, which may show the page of the third-party system's application (such as an APP) or mini-program. This third-party system's page displays a designated control, which may be a button with a one-click outbound call function.

[0061] In one embodiment, the called client number may be partially displayed or not displayed on the interface of the third-party system, thereby hiding the called client number. It should be noted that the partially displayed number can be an encrypted number, for example, the middle four digits of the number can be represented by "*".

[0062] In one embodiment, the caller can initiate a call to the call center by clicking a designated control on the calling client to dial an extension number. Specifically, when the call center detects that the caller has clicked the designated control on the first user interface, it obtains the calling client number and the called client number, and then checks whether the calling client number and the called client number are registered. If the call center detects that the calling client number and the called client number are registered, it sends a registration confirmation message to the calling client. After receiving the registration confirmation message, the calling client automatically displays the dial pad and automatically fills in the extension number (e.g., an IVR extension number), and then the calling client dials the extension number to initiate a call to the call center.

[0063] It should be noted that on the pages of third-party mobile applications (such as apps) or mini-programs, business personnel need to use their own mobile phones to click the outbound call button to dial the customer's number with one click. This embodiment of the application allows the caller to not see the called party's (e.g., the customer's) client number when making an outbound call, thus preventing the leakage of the called party's phone number.

[0064] Therefore, it can be seen that the caller calls the called client by dialing the IVR extension number through the one-click outbound call control displayed on the calling client's dial pad, thereby hiding the called client's number. Furthermore, the user interface does not display or encrypts the displayed called client number, which further reduces the risk of the called client's number being leaked.

[0065] Figure 3 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application. Figure 3 The example is Figure 2 Further limitations on step S210 in the embodiments. For example... Figure 3 As shown, step S210 further includes the following:

[0066] S310: When the call center detects an operation command for a specified control, it obtains the calling client number and the called client number.

[0067] Specifically, the caller can first select the called party on the calling client's primary user interface. For example, the calling client's interface displays an address book for the user to select the called party for the planned outbound call. After selecting the called party, the caller can click a designated control on the primary user interface. Then, when the call center detects that the caller has clicked the designated control on the primary user interface, it obtains the called party's client number and the calling client number based on the caller's selection of the called party. The designated control can be a control with one-click outbound calling functionality.

[0068] It should be noted that the calling client runs a third-party system that can pre-store the calling client number and the corresponding called client numbers for multiple called parties (e.g., the called party's name) in the address book, so that the call center can obtain the calling and called party numbers.

[0069] S320: When the call center detects that the calling client number and the called client number have been registered, it sends a registration confirmation message to the calling client so that the calling client can display the dial pad and extension number after receiving the registration confirmation message.

[0070] Specifically, before a caller executes an outbound call, the caller's client number and the called client number must first be registered with the call center. This means storing the caller's client number, the called client number, and their corresponding relationships within the call center. Then, when the caller clicks a specified control, the call center can call the registration query interface to check if the caller's client number and the called client number are stored. For example, the call center can query whether the correspondence between the caller's client number and the called client number is stored.

[0071] Furthermore, upon detecting that both the calling and called client numbers are registered, the call center can send a registration confirmation message to the calling client. Upon receiving this confirmation message, the calling client automatically displays the dial pad and automatically fills it with the extension number (e.g., the IVR extension number).

[0072] It should be noted that the method for automatically displaying the dial pad can be flexibly set according to actual needs. For example, if it is a mini-program, you can directly use the method provided by the mini-program; if it is an Android phone application, you can use Intent to jump and specify the request Action as Intent.ACTION_CALL to bring up the dial pad and make a call.

[0073] In one embodiment, see Figure 4When a caller ID number arrives (410), the call center invokes the Internet call center (ICC) registration query interface (420). If the call center finds the correspondence between the calling and called client numbers, its Lua program will announce "Transferring you, please wait (430)" and then transfer the call to the called client using the DID number (460). Alternatively, if the call center cannot find the correspondence, its Lua program will announce "Incorrect dialing method, please register and dial again, thank you, goodbye (440)" and then hang up (470). Or, if the query fails, the call center's Lua program will announce "Dial failed, please try again later, thank you, goodbye (450)" and then hang up (470).

[0074] S330: The call center receives a call request initiated by the calling client by operating the extension number on the dial pad.

[0075] Specifically, the call center can receive calls initiated by calling clients who automatically dial extension numbers filled in on the dial pad.

[0076] Therefore, in this embodiment of the application, the caller can call the called party by clicking the one-click outbound call control and dialing the IVR extension number in the dial pad, thereby hiding the called party's client number and preventing the called party's client number from being leaked during the call.

[0077] Figure 5 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application. Figure 5 The example is Figure 2 The steps preceding step S210 in the embodiment are as follows: Figure 5 As shown, the following content is included before step S210.

[0078] S510: The call center receives registration messages.

[0079] In one embodiment, the registration message includes the calling client number, the called client number, and the correspondence between the calling client number and the called client number, which indicates that there is a communication relationship between the calling client number and the called client number.

[0080] Specifically, the call center can provide a registration interface to a third-party system. This interface can be used to store the calling client number (e.g., the phone number corresponding to an agent), the called client number (e.g., the phone number corresponding to a customer), and their corresponding relationships in the call center. The third-party system then calls this registration interface to send a registration message to the call center. This registration message may include the calling client number, the called client number, and the corresponding relationship between the calling and called client numbers. For example, the third-party system can send the registration message to the call center by having the caller select the called name from the address book on the first user interface of the calling client. This embodiment of the application does not specifically limit the method of sending the registration message.

[0081] It should be noted that the correspondence between the calling client number and the called client number can be understood as the calling client and the called client having a call correspondence, that is, when the calling client detects the one-click outbound call operation, it needs to call the called client.

[0082] S520: The call center stores the calling client number, the called client number, and the corresponding relationship.

[0083] Specifically, the calling client number, the called client number, and their corresponding relationship are stored in a Redis table named General_Middle Call Register Map in the call center.

[0084] The number of registration forms can be one or more, and this application embodiment does not specifically limit this. For example, the registration forms can be divided according to the application scenario, storing the agent and customer numbers in table A of the call center's Redis, while registering the agent and their superior or expert numbers in table B of Redis.

[0085] It should be noted that before each outbound call made using a third-party system, the caller must first call the registration interface to register the calling client number, the called client number, and the mapping between the calling and called client numbers with the call center. After successful registration, the call center will send a registration success message to the third-party system.

[0086] For example, the calling client's user interface can display a page from a third-party system, showing an address book (or contact list) and a "Register" control. Before making an outbound call, the caller needs to select the called party's name from the address book and then click the "Register" control displayed on the page to register both the calling and called client numbers. Upon successful registration, the page will also display a registration success message (e.g., a registration success pop-up window) to confirm the successful registration of both the calling and called client numbers.

[0087] Therefore, this application embodiment avoids unauthorized calls by storing the caller's relevant information (e.g., the caller's client number), the called party's relevant information (e.g., the called party's client number), and the correspondence between the caller and the called party in the call center before the caller makes an outbound call.

[0088] Figure 6 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application. Figure 6 The example is Figure 2 Further limitations of step S230 in the embodiments, such as Figure 6 As shown, step S230 further includes the following:

[0089] S610: The call center checks whether there is a corresponding relationship between the calling client number and the called client number.

[0090] Specifically, the call center calls the registration query interface and, based on the calling client number and called client number obtained from the first call channel, queries the registration table in the call center's Redis to see if the correspondence between the calling client number and the called client number is stored.

[0091] It should be noted that step S610 and Figure 3 The registration query steps described in the embodiments may exist simultaneously or only one of them. For example, when both exist simultaneously, step S610 is equivalent to performing a dual check on whether the calling and called client numbers have been registered; or, only one exists. Figure 3 In the registration and query steps of the embodiment, step S610 can be omitted; or, if only step S610 exists, Figure 3 The registration query step in the embodiment can be omitted. That is, when the call center detects that the caller clicks on the specified control of the first user interface, the call center sends an instruction to the calling client to call the dial pad and automatically fills in the extension number.

[0092] S620: If a corresponding relationship is found, the call center calls the virtual number interface to obtain the virtual number.

[0093] Specifically, a call center can store multiple virtual numbers, and the call center can call any of these multiple virtual numbers through a virtual number interface. The virtual number interface can be a virtual number group query interface, through which the call center can obtain virtual numbers.

[0094] In one embodiment, when the call center finds the correspondence between the calling client number and the called client number in the registration form, the call center can call the virtual number group query interface to return the available DID number, as well as the gateway, the called client number, and the calling client number, where the DID number is the number displayed on the called client. Furthermore, the call center also needs to determine whether the called client number and the DID number are from the same region. If they are not from the same region, a 0 is added to the front of the called client number returned by the virtual number interface to indicate that it is a long-distance outbound call.

[0095] It should be noted that when the corresponding relationship is found, the call center can also call the callOut() method to transfer the called client number. At least one channel variable of the second call channel for transferring the called client number can include the called client number, DID number, gateway group, gateway address, gateway port, and kamailio, etc., for use when transferring the called client.

[0096] In another embodiment, when the call center fails to call the registration query interface, the call center's Lua program announces the voice message "Dial failed, please try again later, thank you, goodbye," and then hangs up the phone. Alternatively, when the call center successfully calls the registration query interface but does not find the corresponding relationship, the call center's Lua program announces the voice message "Incorrect dialing method, please register and then dial again, thank you, goodbye," and then hangs up the phone.

[0097] It should be noted that the called client displays a virtual number when receiving a call, but does not display the calling client's number, in order to prevent the called party from calling back to the calling client, which could lead to uncontrollable situations such as the call bypassing a third-party system or call center.

[0098] Therefore, this application embodiment makes outbound calls using a virtual number (e.g., a DID number) provided by the call center, so that the incoming call of the called client is displayed as the DID number of the call center, rather than the caller's client number, thereby hiding the caller's client number and further preventing the called party from bypassing the platform to talk to the caller.

[0099] In one embodiment of this application, after establishing a communication connection between the calling client and the called client, the method further includes: when the call center receives a message from the called client that the call has been answered, recording the call process between the calling client and the called client.

[0100] Specifically, when the called party answers a call from the call center through their client, the client sends a message to the call center confirming the call. The call center's FreeSwitch receives this message and bridges the call between the calling and called clients.

[0101] In one embodiment, the call center's FreeSwitch finds the corresponding dialing plan based on the extension number (call_cellphone), executes a bridging command, and bridges the calling client and the called client, enabling the caller and the called party to communicate.

[0102] It should be noted that the parameters required in the bridging command can be obtained based on the channel variables set during the transfer. These channel variables can include ${cellphone Number}, ${DID Number}, ${gateway Group}, ${gateway Ip}, ${gateway Port}, and ${kamailio Info}. The required parameters can include the called client number, DID, gateway group, gateway Ip, gateway port, and kamailio IP, etc.

[0103] In one embodiment, the call center can record the call while the caller and the called party are talking. After the call ends or the recording is completed, the recorded call audio of both the calling and called clients is pushed to the recording management platform.

[0104] Therefore, this application embodiment has a recording function in the call center to facilitate subsequent quality inspection or other business problem tracking.

[0105] In one embodiment of this application, after recording the call process between the calling client and the called client, the method further includes: upon receiving a message that the call between the calling client and the called client has ended, the call center deletes the calling client number, the called client number, and the correspondence between the calling client number and the called client number.

[0106] Specifically, when the caller or called party hangs up (i.e., the call ends), the call center's FreeSwitch sends a call end message to the call manager. Upon receiving this message, the call manager deletes the calling client number, called client number, and their corresponding mappings from the registration table. For example, the call manager clears the calling and called client registration information from the Redis registration table (e.g., the General_Middle Call Register Map).

[0107] In one embodiment, when the caller and the called party end the call, the call center can call the recording management platform interface to push the recorded call recordings of the caller and the called party to the recording management platform, so that the calling client and other devices can view the call recordings on the recording management platform.

[0108] Therefore, it can be seen that after the caller and the called party finish their call, the call center promptly clears the registration information of the calling client and the called party, so that the call center can store the latest relevant information of the calling client and the called party in a timely manner, thus ensuring the smooth communication between the calling client and the called party.

[0109] Figure 7 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application. Figure 7 The method is executed by the call center in the communication connection system. For example... Figure 7 As shown, the communication connection method includes the following:

[0110] S710: The call center receives call requests initiated by the calling client.

[0111] S720: The call center obtains at least one channel variable of the first call channel based on the client identifier corresponding to the calling client.

[0112] In one embodiment, at least one channel variable includes the calling client number, and the first call channel is the communication channel between the calling client and the call center.

[0113] S730: The call center queries whether the called client number corresponding to the calling client number has been pre-registered based on the calling client number.

[0114] S740: The call center obtains a virtual number when it finds the called party's number.

[0115] S750: The call center calls the called client using the called client number, establishes a communication connection between the calling client and the called client, and displays the virtual number on the called client.

[0116] It should be noted that the specific working process and functions of the above steps can be found in the above description. Figures 2 to 6 The communication connection method provided in the embodiments is described.

[0117] Figure 8 This is a flowchart illustrating a communication connection method provided in another exemplary embodiment of this application. Figure 8 The method is executed by the calling client in the communication connection system. For example... Figure 8 As shown, the communication connection method includes the following:

[0118] S810: The calling client sends a registration message to the call center. The registration message includes the calling client number and the called client number.

[0119] S820: After receiving a registration success message from the call center, the calling client accepts a call initiated by operating a specified control on the first user interface of the calling client.

[0120] S830: The calling client receives the registration confirmation message sent by the call center, automatically displays the dial pad and automatically fills in the extension number, and establishes a communication connection with the called client number by dialing the extension number.

[0121] It should be noted that the specific working process and functions of the above steps can be found in the above description. Figures 2 to 6 The communication connection method provided in the embodiments is described.

[0122] Figure 9a This is a schematic diagram of the structure of a communication connection device 900 provided in an exemplary embodiment of this application. Figure 9a As shown, the communication connection device 900 includes: a second receiving module 910, a registration storage module 920, a first receiving module 930, a first acquisition module 940, a call establishment module 950, a bridging recording module 960, and a deletion module 970.

[0123] The first receiving module 930 is used to receive a call request initiated by the calling client; the first obtaining module 940 is used to obtain at least one channel variable of the first call channel according to the client identifier corresponding to the calling client, wherein the at least one channel variable includes the calling client number and the called client number corresponding to the calling client, and the first call channel is the communication channel between the calling client and the call center; the call establishment module 950 is used to call the called client through the called client number, establish a communication connection between the calling client and the called client, and display a virtual number on the called client, wherein the virtual number is obtained by the call center based on the calling client number and the called client number.

[0124] This application provides a communication connection device that receives a call request initiated by a calling client, then obtains a virtual number based on the calling client's number and the called client's number, and then uses the virtual number to indirectly call the called client. This allows the calling client to simultaneously hide both its own and the called client's numbers during the call, reducing the risk of leakage of these information. Furthermore, by using the outbound calling line of the call center instead of the operator's line corresponding to the calling client's number, the outbound calling costs are borne by the call center, not by the calling party (e.g., an agent).

[0125] According to one embodiment of this application, the first receiving module 930 is used by the call center to receive a call request initiated by dialing an extension number through a specified control displayed on the first user interface of the calling client, wherein the called client number is partially displayed or not displayed on the first user interface.

[0126] According to one embodiment of this application, the first receiving module 930 is used by the call center to obtain the calling client number and the called client number when it detects an operation instruction of a specified control; when the call center detects that the calling client number and the called client number have been registered, it sends a registration confirmation message to the calling client so that the calling client can display the dial pad and extension number after receiving the registration confirmation message; the call center receives the call request initiated by the calling client by operating the extension number on the dial pad.

[0127] According to one embodiment of this application, the second receiving module 910 is used by the call center to receive registration messages, wherein the registration messages include the calling client number, the called client number, and the correspondence between the calling client number and the called client number, wherein the correspondence is used to indicate that there is a communication relationship between the calling client number and the called client number; the registration storage module 920 is used by the call center to store the calling client number, the called client number, and the correspondence.

[0128] According to one embodiment of this application, a call establishment module 950 is used by the call center to query whether there is a corresponding relationship between the calling client number and the called client number; if a corresponding relationship is found, the call center calls the virtual number interface to obtain the virtual number.

[0129] According to one embodiment of this application, a call establishment module 950 is used by a call center to record the call process between the calling client and the called client when it receives a message from the called client that the client has answered the call.

[0130] According to one embodiment of this application, the bridging recording module 960 is used by the call center to delete the calling client number, the called client number, and the correspondence between the calling client number and the called client number when it receives a message that the call has ended between the calling client and the called client.

[0131] It should be understood that the specific working process and functions of the second receiving module 910, registration storage module 920, first receiving module 930, first acquisition module 940, call establishment module 950, bridging recording module 960, and deletion module 970 in the above embodiments can be referred to the above. Figures 2 to 7 The description of the communication connection method provided in the embodiments will not be repeated here to avoid repetition.

[0132] Figure 9b This is a schematic diagram of the structure of a communication connection device 996 provided in an exemplary embodiment of this application. Figure 9b As shown, the communication connection device 996 includes: a transmitting module 997, a fourth receiving module 998, and a display receiving module 999.

[0133] The sending module 997 is used to send a registration message to the call center, wherein the registration message includes the calling client number and the called client number; the fourth receiving module 998 is used to receive a call initiated by operating a specified control on the first user interface of the calling client after receiving a registration success message sent by the call center; the display receiving module 999 is used to receive a confirmation registration message sent by the call center, and automatically display the dial pad and automatically fill in the extension number to establish a communication connection with the called client number by dialing the extension number.

[0134] Figure 10 This is a block diagram of an electronic device 1000 for outbound calling provided in an exemplary embodiment of this application.

[0135] Reference Figure 10 The electronic device 1000 includes a processing component 1010, which further includes one or more processors, and memory resources represented by memory 1020 for storing instructions, such as application programs, that can be executed by the processing component 1010. The application programs stored in memory 1020 may include one or more modules, each corresponding to a set of instructions. Furthermore, the processing component 1010 is configured to execute instructions to perform the aforementioned communication connection method.

[0136] The electronic device 1000 may also include a power supply component configured to perform power management of the electronic device 1000, a wired or wireless network interface configured to connect the electronic device 1000 to a network, and an input / output (I / O) interface. The electronic device 1000 can be operated based on an operating system stored in the memory 1020, such as Windows Server. TM macOS X TM Unix TM Linux TM FreeBSD TM Or similar.

[0137] A non-transitory computer-readable storage medium, when the instructions in the storage medium are executed by the processor of the electronic device 1000, enables the electronic device 1000 to perform a communication connection method, comprising: a call center receiving a call request initiated by a calling client; the call center obtaining at least one channel variable of a first call channel based on a client identifier corresponding to the calling client, wherein the at least one channel variable includes a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; the call center calling the called client through the called client number to establish a communication connection between the calling client and the called client, and displaying a virtual number on the called client, wherein the virtual number is obtained by the call center based on the calling client number and the called client number.

[0138] All of the above-mentioned optional technical solutions can be combined in any way to form optional embodiments of this application, and will not be described in detail here.

[0139] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementation should not be considered beyond the scope of this application.

[0140] Those skilled in the art will understand that, for the sake of convenience and brevity, the specific working processes of the systems, devices, and units described above can be referred to the corresponding processes in the foregoing method embodiments, and will not be repeated here.

[0141] In the several embodiments provided in this application, it should be understood that the disclosed systems, apparatuses, and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of units is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between apparatuses or units may be electrical, mechanical, or other forms.

[0142] The units described as separate components may or may not be physically separate. The components shown as units may or may not be physical units; that is, they may be located in one place or distributed across multiple network units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0143] In addition, the functional units in the various embodiments of this application can be integrated into one processing unit, or each unit can exist physically separately, or two or more units can be integrated into one unit.

[0144] If the aforementioned functions are implemented as software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, or a portion of the technical solution, can be embodied in the form of a software product. This computer software product is stored in a storage medium and includes several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in the various embodiments of this application. The aforementioned storage medium includes various media capable of storing program verification codes, such as USB flash drives, portable hard drives, read-only memory (ROM), random access memory (RAM), magnetic disks, or optical disks.

[0145] It should be noted that in the description of this application, the terms "first," "second," "third," etc., are used for descriptive purposes only and should not be construed as indicating or implying relative importance. Furthermore, in the description of this application, unless otherwise stated, "a plurality of" means two or more.

[0146] The above description is merely a preferred embodiment of this application and is not intended to limit this application. Any modifications or equivalent substitutions made within the spirit and principles of this application should be included within the protection scope of this application.

Claims

1. A method of communicating a connection, characterized by, The method comprises the following steps: A call center receives a call request initiated by a calling client by dialing an extension number corresponding to a service scenario; The call center acquires at least one channel variable of a first call channel according to a client identifier corresponding to the calling client, wherein the at least one channel variable comprises a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; The call center calls the called client through the called client number, establishes a communication connection between the calling client and the called client, and displays a virtual number on the called client, wherein the call center stores a plurality of virtual numbers, and the virtual number is any one of the plurality of virtual numbers obtained by the call center according to the calling client number and the called client number.

2. The method of claim 1, wherein, The call center receives a call request initiated by a calling client, comprising: The call center receives the call request initiated by dialing an extension number through a specified control displayed on a first user interface of the calling client; Wherein, the called client number is partially displayed or not displayed on the first user interface.

3. The method of claim 2, wherein, The call center receives the call request initiated by dialing an extension number through a specified control displayed on a first user interface of the calling client, comprising: The call center acquires the calling client number and the called client number when detecting an operation instruction of the specified control; The call center sends a confirmation registration message to the calling client when detecting that the calling client number and the called client number have been registered, so that the calling client displays a dial pad and the extension number after receiving the confirmation registration message; The call center receives the call request initiated by the calling client by operating the extension number on the dial pad.

4. The method of claim 1, wherein, Before the call center receives the call request initiated by the calling client, the method further comprises: The call center receives a registration message, wherein the registration message comprises the calling client number, the called client number, and a corresponding relationship between the calling client number and the called client number, and the corresponding relationship indicates that the calling client number and the called client number have a communication relationship; The call center stores the calling client number, the called client number, and the corresponding relationship.

5. The method of claim 4, wherein, The method further comprises: The call center queries whether the corresponding relationship is registered according to the calling client number and the called client number; When the corresponding relationship is queried, the call center calls a virtual number interface to acquire the virtual number.

6. The method of claim 1, wherein, After the communication connection between the calling client and the called client is established, the method further comprises: The call center records the call process of the calling client and the called client when receiving a message that the called client answers the call.

7. The method of claim 6, wherein the communication connection is a TCP connection. after recording the conversation process of the calling client and the called client, further comprising: the call center deletes the calling client number, the called client number and the corresponding relationship between the calling client number and the called client number in the case of receiving the message that the conversation of the calling client and the called client ends.

8. A method of communication connection, characterized in that, comprising: the calling client sends a registration message to the call center, wherein the registration message comprises a calling client number and a called client number; the calling client receives a call initiated by operating a specified control on a first user interface of the calling client after receiving a registration success message sent by the call center; the calling client receives a confirmation registration message sent by the call center and automatically displays a dial pad and automatically fills in an extension number to initiate a call request to the call center in the manner of dialing the extension number, and the call center is configured to perform the communication connection method according to any one of claims 1-7.

9. A communication connection system, characterized by comprising a calling client, a called client and a call center, the calling client is wirelessly connected to the call center, and the call center is wirelessly connected to the called client, wherein the call center is configured to perform the communication connection method according to any one of claims 1-7.

10. A communication connection device applied to a call center, characterized by, comprising: a first receiving module configured to receive a call request initiated by the calling client in the manner of dialing an extension number, the extension number corresponding to a business scenario; a first obtaining module configured to obtain at least one channel variable of a first call channel according to a client identifier corresponding to the calling client, wherein the at least one channel variable comprises a calling client number and a called client number corresponding to the calling client, and the first call channel is a communication channel between the calling client and the call center; a call establishing module configured to call the called client through the called client number, establish a communication connection between the calling client and the called client, and display a virtual number on the called client, wherein the call center stores a plurality of virtual numbers, and the virtual number is any one of a plurality of virtual numbers obtained by the call center according to the calling client number and the called client number.

11. A computer readable storage medium, characterized in that, The storage medium stores a computer program, and the computer program is configured to perform the communication connection method according to any one of claims 1-8.

12. An electronic device, comprising: comprising: a processor; a memory for storing instructions executable by the processor, wherein the processor is configured to perform the communication connection method according to any one of claims 1-8.

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