Call transfer method, apparatus, system, electronic device, and storage medium

Abstract

The application provides a call transfer method, device, system, electronic equipment and storage medium. The method comprises the following steps: in the case of hearing a target voice call, obtaining the call information of the target voice call; determining whether to transfer the target voice call according to the call information; if yes, sending a call request to a target voice gateway based on a target number pair pre-configured by a first call system, the target number pair comprising a first calling number and a first called number, the target voice gateway being configured with a call routing strategy, the call routing strategy being used for transferring a call request initiated by the first calling number to a second call system corresponding to the first called number; in the case that the first call system and the second call system establish a call connection based on the call request, transferring the target voice call to the second call system via the target voice gateway. Through the call transfer method provided by the application, the efficiency of voice call transfer can be improved.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to a call transfer method, apparatus, system, electronic device and storage medium. Background Technology

[0002] Currently, voice network communication has become a common communication method, and it is widely used in call centers of many enterprises. In practical applications, some enterprises often deploy multiple business environments within the enterprise according to business or regulatory requirements, so that different businesses can operate in different business environments, such as marketing environment, customer service environment, and follow-up environment. These different business environments are often closely related, and call center agents in different business environments usually need to transfer calls between each other to better serve customers.

[0003] However, in existing technologies, the process of transferring voice calls between different calling systems can be as follows: Figure 1 As shown, when Call System A needs to transfer a customer's voice call to Call System B, it needs to call Call System B's hotline number to transfer the customer's voice call. That is, Call System A needs to go out of the line when calling Call System B's hotline number, and go through the Public Switched Telephone Network (PSTN). This can easily lead to low efficiency in voice call transfer, and thus poor timeliness. Summary of the Invention

[0004] This application provides a call transfer method, apparatus, system, electronic device, and storage medium, which helps to improve the processing efficiency of voice call transfer between different call systems.

[0005] To solve the above-mentioned technical problems, this application is implemented as follows:

[0006] In a first aspect, embodiments of this application provide a call transfer method applied to a first call system. The method includes:

[0007] Upon receiving a target voice call, the call information of the target voice call is obtained, and the call information is used to indicate the pending business of the target voice call;

[0008] Determine whether to transfer the target voice call based on the call information;

[0009] If so, a call request is sent to the target voice gateway based on the target number pair pre-configured on the first call system, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number;

[0010] When the first calling system and the second calling system establish a call connection based on the call request, the target voice call is transferred to the second calling system via the target voice gateway.

[0011] Secondly, embodiments of this application provide a call transfer method applied to a target voice gateway. The method includes:

[0012] The system receives a call request from a first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0013] The call request is transferred to the second call system;

[0014] When the first calling system and the second calling system establish a call connection based on the call request, the system receives the target voice call transferred by the first calling system and transfers the target voice call to the second calling system.

[0015] Thirdly, embodiments of this application also provide a call transfer device applied to a first call system. The call transfer device includes:

[0016] The acquisition module is used to acquire the call information of the target voice call when the target voice call is received, and the call information is used to indicate the pending business of the target voice call;

[0017] The determining module is used to determine whether to transfer the target voice call based on the call information;

[0018] The sending module is used to send a call request to a target voice gateway based on a target number pair pre-configured on the first call system if the condition is met. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number.

[0019] The transfer module is used to transfer the target voice call to the second call system via the target voice gateway when the first call system and the second call system establish a call connection based on the call request.

[0020] Fourthly, embodiments of this application also provide a call transfer device applied to a target voice gateway. The call transfer device includes:

[0021] The receiving module is used to receive a call request sent by the first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0022] The first transfer module is used to transfer the call request to the second call system;

[0023] The second transfer module is used to receive the target voice call transferred by the first call system and transfer the target voice call to the second call system when the first call system and the second call system establish a call connection based on the call request.

[0024] Fifthly, embodiments of this application also provide a call transfer system, which includes a first call system, a target voice gateway, and a second call system;

[0025] The first calling system is used to, upon receiving a target voice call, acquire the call information of the target voice call and determine whether to transfer the target voice call based on the call information. If so, it sends a call request to the target voice gateway based on a target number pair pre-configured on the first calling system. The call information is used to indicate the pending service of the target voice call. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0026] The target voice gateway is used to receive a call request sent by the first call system based on a target number pair, and to transfer the call request to the second call system;

[0027] The first calling system is further configured to transfer the target voice call to the target voice gateway when the first calling system and the second calling system establish a call connection based on the call request;

[0028] The target voice gateway is also used to receive target voice calls transferred by the first call system and transfer the target voice calls to the second call system.

[0029] In a sixth aspect, embodiments of this application also provide an electronic device, including a processor, a memory, and a computer program stored in the memory and executable on the processor. When the computer program is executed by the processor, it implements the steps of the call transfer method provided in the first aspect, or implements the steps of the call transfer method provided in the second aspect.

[0030] In a seventh aspect, embodiments of this application also provide a computer-readable storage medium storing a computer program, which, when executed by a processor, implements the steps of the call transfer method provided in the first aspect, or implements the steps of the call transfer method provided in the second aspect.

[0031] In this embodiment, when the first calling system receives a target voice call, it obtains the call information of the target voice call and determines whether the target voice call needs to be transferred based on the call information. If so, it sends a call request to the target voice gateway based on the pre-configured target number pair. Since the target voice gateway is configured with a call routing policy for directly transferring call requests based on the first calling number to the calling system (i.e., the second calling system) corresponding to the first called number, the target voice gateway can directly transfer call requests based on the above-mentioned target number pair (i.e., the first calling number and the first called number) to the second calling system without having to call out to the PSTN network. This can improve the efficiency of voice call transfer and thus improve the timeliness of voice call transfer. Attached Figure Description

[0032] To more clearly illustrate the technical solutions of the embodiments of this application, the drawings used in the description of the embodiments of this application will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0033] Figure 1 This is a schematic diagram of a call transfer system provided by related technologies;

[0034] Figure 2 This is a flowchart of the call transfer method provided in the embodiments of this application;

[0035] Figure 3 This is one of the schematic diagrams of the call transfer system provided in the embodiments of this application;

[0036] Figure 4 This is a second schematic diagram of the call transfer system provided in the embodiments of this application;

[0037] Figure 5 This is a flowchart of a call transfer process provided in another embodiment of this application;

[0038] Figure 6 This is a flowchart of a call transfer method provided in another embodiment of this application;

[0039] Figure 7 This is the third schematic diagram of the call forwarding system provided in the embodiments of this application;

[0040] Figure 8 This is a structural diagram of the call transfer device provided in the embodiments of this application;

[0041] Figure 9 This is a structural diagram of a call transfer device provided in another embodiment of this application;

[0042] Figure 10 This is a structural diagram of the electronic device provided in the embodiments of this application. Detailed Implementation

[0043] 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, 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.

[0044] For ease of understanding, the following describes some aspects related to the embodiments of this application:

[0045] Call Center: A place where people interact and conduct transactions by telephone, such as for services, sales, and emergencies. It may also include human assistance and self-service.

[0046] Voice over Internet Protocol (VOIP): A technology for making voice calls based on the Internet Protocol, which enables voice calls and multimedia conferencing, that is, communication via the Internet.

[0047] Voice Operating System (VOS): A support system developed for VoIP operation services. In the context of this application embodiment, it is mainly responsible for line management, that is, it plays the role of a voice gateway.

[0048] Kamailio is an open-source Session Initialization Protocol (SIP) server. Formerly known as Openser, Kamailio acts as a SIP proxy and is commonly used for load balancing, media server implementations, and FreeSwitch clusters under high concurrency. In this embodiment, Kamailio can be used for FreeSwitch load balancing. Kamailio can also function as a proxy server, registration server, and redirection server. In this embodiment, it can be used to connect to a call center system and a VOS gateway.

[0049] Freeswitch: A cross-platform, open-source telephone switching platform with strong scalability. In this embodiment, it can be responsible for providing routing and interconnection communication for audio, text, or any other form of media; providing self-service interactive voice response (IVR) services and intelligent robot services; providing APIs and apps for Computer Telecommunication Integration (CTI) middleware calls (e.g., making calls, channel bridging, hanging up calls); sending ESL events to the CTI middleware to complete Automatic Call Distribution (ACD), agent status switching, data report statistics, etc.

[0050] IVR: Customers can access the IVR service center by calling a company's hotline. Within the IVR system, customers can listen to mobile entertainment products or receive information based on their input. This facilitates simple transactions or directs customers to a live agent. It also helps reduce the workload of human agents.

[0051] CTI middleware primarily communicates and interconnects with FreeSwitch, IVR, and agent workstations. It receives ESL events from the FreeSwitch system (such as CHANNEL_ANSWER and CHANNEL_BRIDGE) to switch agent status, generate data reports, and send relevant WebSocket messages to the agent workstations to initiate agent switching. It also receives custom ESL events from the IVR (such as find_agent and enter_ivr) for agent ACD (Agent Acceptance Code) and other functions.

[0052] Call center agents (also known as desk agents, seat representatives, or human agents) typically consist of an agent computer, agent software, agent headset, and service personnel. Call center agents use agent software and hardware to perform relevant control functions to achieve customer service goals.

[0053] Skill group: A skill group may include at least one agent. For example, different skill groups can be divided according to the type of business. For example, in a bank's call system, credit card business and debit card business can correspond to different skill groups, so that voice calls for different businesses can be answered by agents in different skill groups.

[0054] VOS Gateway: A highly relevant component independent of the call center system. It connects the call center system on one end and the carrier line on the other. It serves as a bridge for communication between the call center system and the PSTN network, and is mainly responsible for line management and call routing policy configuration.

[0055] This application provides a call transfer method applied to a first call system, wherein the first call system can be any call center system. See also... Figure 2 , Figure 2 This is a flowchart of the call transfer method provided in the embodiments of this application, such as... Figure 2 As shown, it includes the following steps:

[0056] Step 201: When a target voice call is received, obtain the call information of the target voice call, which is used to indicate the pending business of the target voice call.

[0057] The aforementioned target voice call can be any voice call answered by the first calling system. The aforementioned call information can be used to represent the pending service of the target voice call. For example, the call information may include, but is not limited to, at least one of the following: service description information input by the user's voice, a target IVR node selected by the user, etc. The service description information can be used to describe the pending service, and the target IVR node may include an IVR node used to indicate the pending service. It should be noted that the pending service of the aforementioned target voice call can be understood as the pending service of the user who initiated the aforementioned target voice call.

[0058] Step 202: Determine whether to transfer the target voice call based on the call information.

[0059] For example, if the skill group determined based on the call information does not belong to the first call system or the skill group cannot answer the target voice call in the first call system, it can be determined that the target voice call needs to be transferred to the second call system to which the skill group belongs.

[0060] Optionally, in this embodiment, upon receiving an instruction from a user to transfer to a live agent, the call information of the target voice call can be obtained, and a decision can be made based on the call information to transfer the target voice call. The instruction to transfer to a live agent can be a voice instruction from the user to transfer to a live agent or a selection of an IVR node for transferring to a live agent.

[0061] It should be noted that when a user initiates a transfer to a live agent, if the target information for the pending service cannot be obtained, for example, if the user initiates the transfer to a live agent directly after the target voice call has been connected, the transfer to the target voice call can be determined based on the skill group (e.g., a fallback skill group) determined by the user's instruction to transfer to a live agent. For example, a fallback skill group can be pre-configured for voice calls that directly initiate a live agent, and the calls will be answered by agents in the fallback skill group.

[0062] Step 203: If yes, send a call request to the target voice gateway based on the target number pair pre-configured on the first call system, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number.

[0063] The aforementioned sending of a call request to the target voice gateway based on the target number pair can be understood as sending a call request to the target voice gateway based on the first calling number to the first called number. The first calling system pre-configures the target number pair, so that when a transfer is determined to be needed, a call request is directly initiated based on the pre-configured target number pair. The target voice gateway can be a VOS gateway, which may include one voice gateway or multiple voice gateways. For example, if the target voice gateway includes one voice gateway, both the first and second calling systems can connect to that voice gateway, for example, as shown in the example below. Figure 3 As shown; when the target voice gateway includes multiple voice gateways, the first call system and the second call system described above can be connected to different voice gateways respectively, and the different voice gateways are interconnected, for example, as... Figure 4 As shown.

[0064] For example, the first call system and the second call system mentioned above can be call systems corresponding to different businesses. For instance, for a bank, the first call system can be a call system corresponding to debit card business, and the second call system can be a call system corresponding to credit card business; or the first call system can be a call system corresponding to product marketing business, and the second call system can be a call system corresponding to customer service business, etc., without any limitation.

[0065] The aforementioned target voice gateway is configured with a call routing policy. This policy directly forwards call requests based on the first calling number to the call system corresponding to the first called number (i.e., the second call system). Thus, when the target voice gateway receives a call request based on the aforementioned target number pair, it directly forwards the call request to the second call system to establish a call connection between the first and second call systems. For example, when forwarding the call request to the second call system, the target voice gateway can receive a ringing signal (e.g., 183ring) sent by the second call system and forward the ringing signal to the first call system. The first call system can then send an acknowledgment message (e.g., ACK) to the target voice gateway. The target voice gateway forwards the received acknowledgment message to the second call system, and the second call system sends an answer response (e.g., 200ok) to the target voice gateway. The target voice gateway then forwards the answer response from the second call system to the first call system, completing the call connection between the first and second call systems.

[0066] It should be noted that the aforementioned second calling system can be configured with a routing policy for the first called number to enable call services related to the first called number.

[0067] Step 204: If the first calling system and the second calling system establish a call connection based on the call request, the target voice call is transferred to the second calling system via the target voice gateway.

[0068] In this step, when the first calling system and the second calling system establish a call connection based on the call request, the first and second calling systems can directly communicate via voice. Thus, the first calling system can transfer the user's target voice call to a target voice gateway, which in turn transfers the target voice call to the second calling system. It can be understood that transferring the target voice call to the target voice gateway means transferring the voice data stream related to the target voice call to the target voice gateway. Similarly, the target voice gateway transferring the target voice call to the second calling system means transferring the voice data stream related to the target voice call to the second calling system.

[0069] For example, such as Figure 5 As shown, a user enters the first call system by calling a hotline number or callback number and accesses the IVR voice navigation associated with that number. In the IVR system, the user can use voice or buttons to select relevant self-service options, request a transfer to a live agent, or describe the details of the service to be processed. The system determines whether to transfer the voice call based on the user's selected service or request for a live agent transfer. If a transfer is required, a call request is initiated using the assigned first calling number (e.g., number X) and first called number (e.g., number Y). The VOS gateway directly transfers the call request from number X to the call system corresponding to number Y (i.e., the second call system), establishing a call connection between the first and second call systems. The first call system can then transfer the user's voice call to an agent in the second call system. It should be noted that if the first call system determines that a transfer is not needed, the user's voice call can be answered by an agent in the first call system.

[0070] The call transfer method provided in this application embodiment involves a first call system receiving a target voice call, acquiring the call information of the target voice call, and determining whether to transfer the target voice call based on the call information. If so, the first call system sends a call request to the target voice gateway based on a pre-configured target number pair. Since the target voice gateway is configured with a call routing strategy for directly transferring call requests based on the first calling number to the call system corresponding to the first called number (i.e., the second call system), the target voice gateway can directly transfer call requests based on the aforementioned target number pair (i.e., the first calling number and the first called number) to the second call system without having to call out to the PSTN network. This improves the efficiency of voice call transfer and thus the timeliness of voice call transfer.

[0071] Optionally, the call request carries in-line data of the target voice call, and the in-line data is encapsulated as SIP data in a preset format; the call routing policy is also used to pass through the preset format SIP data to the second call system.

[0072] The aforementioned in-channel data can be understood as data transmitted along with the voice call. For example, the in-channel data of the target voice call may include, but is not limited to, the original calling number of the target voice call, the original called number of the target voice call, and the service type selected by the user.

[0073] The aforementioned accompanying data can be encapsulated into SIP data in a preset format, for example, SIP data prefixed with "sip_h_X-". For instance, a custom SIP header can be added to the channel in Diaplan, with each field of the custom SIP header prefixed with "sip_h_X-". For example, fields carrying a custom SIP header can be added to the channel based on the following format: original calling number and original called number.

[0074] <action application="set"data="sip_h-X-caller-number=${caller-number}">

[0075] <action application="set"data="sip_h-X-callee-number=${callee-numver}">

[0076] Fields carrying custom SIP headers can be added to channels in IVR Lua based on the following format, such as the original calling number and the original called number:

[0077] session:setVariable("sip_h_X-caller_number",caller_number)

[0078] session:setVariable("sip_h_X-called_number", called_numberr).

[0079] The call routing strategy of the target voice gateway is also used to pass through SIP data in a preset format. For example, SIP data using "sip_h_X-" as a prefix is ​​not intercepted and is passed through directly. In this way, when the target voice gateway receives the accompanying data of the target voice call, it will not intercept the accompanying data of the target voice call, but will pass it through directly to the second call system. Then, the second call system can provide services to users more efficiently based on the accompanying data of the target voice call.

[0080] It should be noted that, in the existing technology, the PSTN network does not support the transmission of custom SIP data. That is, the PSTN network will intercept custom SIP data. Therefore, the existing call transfer methods for outgoing calls to the PSTN network cannot achieve the transmission of in-line data for the target voice call.

[0081] Correspondingly, the second call system is pre-configured with a routing policy for the first called number, can obtain the above associated data, and performs corresponding service logic transfer according to the above associated data, wherein the relevant configuration of the second call system can be as shown below.

[0082] For example, taking the first called number as the Y number as an example, the configuration of the routing policy for the Y number in the dial plan of the second call system can be as follows:

[0083] <extension name="Called Number Y">

[0084] <condition field="${destination_number}"expression="^(Called Number Y)$">

[0085] <!--action-->

[0086]

[0087]

[0088] For example, the associated data can be obtained in the dial plan in the following manner: ${key}.

[0089] For example, the associated data can be obtained in an IVR lua script (a relatively lightweight and compact scripting language) in the following manner:

[0090] session:getVariable("key").

[0091] Wherein, key is the name of the SIP header field.

[0092] For example, the transfer command for performing transfer can be as follows:

[0093] bridge({origination_caller_id_number={calling number},

[0094] sip_invite_req_uri=sip:{called number}@{VOS IP:VOS PORT},

[0095] sip_invite_from_uri=sip:{calling number}@{VOS IP:VOS PORT},

[0096] sip_invite_to_uri=sip:{called number}@{VOS IP:VOS PORT};

[0097] user = phone} sofia / gateway / kamailio / {called number};

[0098] fs_path=sip:{kamailio ip:kamailio port}).

[0099] This embodiment sets the accompanying data to a preset format of SIP data, and configures the call routing policy in the target voice gateway to also pass through the preset format of SIP data. This makes it relatively simple and convenient to transmit the accompanying data of the target voice call to the second call system. In this way, the second call system can provide services to users more efficiently based on the accompanying data of the target voice call.

[0100] Optionally, the accompanying data includes at least one of a first skill group, a target path, and a second calling number; wherein, the first skill group is a skill group to be answered for the target voice call, the skill group includes at least one agent, and the first skill group is used by the second call system to determine the target skill group or target agent to answer the target voice call in the second call system; the target path is the path formed by the IVR nodes through which the target voice call passes in the interactive voice response (IVR) system of the first call system, and the target path is used by the second call system to identify the user's intent to initiate the target voice call; the second calling number is the original calling number of the target voice call, used by the second call system to identify the user who initiated the target voice call.

[0101] The aforementioned first skill group can be a skill group determined in the first call system to be used for answering the target voice call. For example, the first skill group can be a skill group determined based on the call information. Specifically, the second call system can determine the target skill group or target agent to answer the target voice call in the second call system based on the aforementioned first skill group. For example, the second call system can determine the aforementioned first skill group as the target skill group, or directly determine the agents in the aforementioned first skill group as the target agents. Optionally, the second call system can determine the target skill group or target agent by combining the aforementioned first skill group and the relevant information of the user who initiated the aforementioned target voice call. For example, the user level can be determined based on the user's relevant information, and the target agent can be determined based on the user level and the aforementioned first skill group. For example, the higher the user level, the less waiting time is required to answer the aforementioned target voice call through the agent in the first skill group.

[0102] The aforementioned target path can be a path obtained by connecting the IVR nodes traversed by the target voice call in the IVR system of the first calling system in the order they are traversed. For example, if the target voice call passes through nodes A, B, and C in the IVR system of the first calling system in sequence, then the target path can be: Node A -> Node B -> Node C. Specifically, the second calling system can quickly determine the user's intent in initiating the target voice call based on the aforementioned target path. For example, in a telecommunications provider's calling system, if the user sequentially selects the query node -> bill inquiry node -> agent node, it can be determined that the user's intent in initiating the target voice call is for bill inquiry. Thus, the agent in the second calling system answering the target voice call can quickly provide the user with corresponding bill inquiry services based on the identified intent, improving the efficiency of the second calling system in serving users.

[0103] The aforementioned second calling number is the original calling number of the target voice call, that is, the number used by the user to initiate the target voice call. Specifically, the second calling system can identify the user who initiated the target voice call through the original calling number, thereby querying relevant information about the user who initiated the target voice call, in order to better provide services to that user.

[0104] Optionally, the aforementioned accompanying data may also include a second called number, which is the original called number of the target voice call. For example, if a user calls the hotline number B of the first call system through number A, the original calling number is number A, and the hotline number B is the original called number. The second call system may also record the aforementioned accompanying data so that relevant personnel can view and analyze the transfer status of voice calls, thereby optimizing the call system. For example, for services with a high number of transfers, their corresponding skill groups can be transferred to the first call system.

[0105] Optionally, the target voice gateway includes a first voice gateway and a second voice gateway, wherein the first voice gateway is connected to the first call system, the second voice gateway is connected to the second call system, and the first voice gateway and the second voice gateway are connected.

[0106] The call routing strategy includes a first routing strategy and a second routing strategy. The first voice gateway is configured with the first routing strategy, which is used to transfer the call request initiated by the first calling number to the second voice gateway. The second voice gateway is configured with the second routing strategy, which is used to transfer the call request initiated by the first calling number to the second call system.

[0107] For example, such as Figure 4As shown, the first call system is connected to the first voice gateway, the second call system is connected to the second voice gateway, and the first voice gateway and the second voice gateway are connected to each other.

[0108] Specifically, the first voice gateway is configured with a first routing policy for forwarding call requests based on the first calling number to the second voice gateway. When the first voice gateway receives a call request from the first calling system based on the first calling number, it forwards the request to the second voice gateway. In other words, the first voice gateway sends a call request from the first calling number to the first called number to the second voice gateway, instead of sending the request out of the network. For example, it forwards the request to another operator's line or PSTN network connected to the first voice gateway. Since the second voice gateway is configured with a second routing policy for forwarding call requests based on the first calling number to the second calling system, it can directly forward the call request to the second calling system.

[0109] In this embodiment of the application, the first calling system and the second calling system are respectively connected to the first voice gateway and the second voice gateway. The first voice gateway is configured with the first routing policy, which is used to transfer call requests based on the first calling number to the second voice gateway. The second voice gateway is configured with the second routing policy, which is used to transfer call requests based on the first calling number to the second calling system. This can reduce the concurrency of the voice gateways connected to the first and second calling systems, improve the stability of voice call services, and ensure the timeliness of transferring the target voice call to the second calling system.

[0110] Optionally, the call information includes service description information input by the user's voice or a target IVR node selected by the user. The service description information describes the service to be processed, and the target IVR node is the IVR node corresponding to the service to be processed. Determining whether to transfer the target voice call based on the call information includes: determining a second skill group based on the service description information or the target IVR node, wherein the second skill group includes at least one agent; determining that the target voice call needs to be transferred if the first call system does not include the second skill group; determining an alternative skill group if the agent of the second skill group in the first call system cannot answer the target voice call, and determining that the target voice call needs to be transferred if the first call system does not include the alternative skill group.

[0111] For example, the business type of the business to be processed can be determined by the business description information or the target IVR node, and then the second skill group can be determined based on the business type of the business to be processed.

[0112] Specifically, if the first calling system does not include a second skills group, it can be determined that the target voice call needs to be transferred; if the first calling system includes a second skills group, but the agents of the second skills group of the first calling system cannot answer the target voice call, for example, the agent's inability to answer the target voice call may include the agent being busy, the agent being offline, or the agent being in a non-answering state.

[0113] The inability of agents in the second skill group of the first call system to answer the target voice call may include all agents in the second skill group of the first call system being unable to answer the target voice call, or the agents in the second skill group of the first call system who are to answer the target voice call being unable to answer the target voice call.

[0114] The aforementioned alternative skill groups may include overflow skill groups or the skill groups belonging to backup agents. For example, if the number of agents in the second skill group waiting to answer the target voice call exceeds the preset number, overflow logic can be triggered, i.e., an overflow skill group is determined. In this case, the aforementioned alternative skill group is the overflow skill group. Alternatively, if the agents in the second skill group waiting to answer the target voice call are unable to answer the call (e.g., are offline or not answering calls), a backup strategy is triggered, i.e., a backup agent is determined. In this case, the aforementioned alternative skill group is the skill group belonging to the backup agent.

[0115] It should be noted that if the agents in the second skill group of the first call system are capable of answering the aforementioned target voice call, the agents in the second skill group of the first call system can directly answer the aforementioned target voice call.

[0116] This application embodiment determines a second skill group based on the service description information or the target IVR node; if the first call system does not include the second skill group, it is determined that the target voice call needs to be transferred; if the agent of the second skill group in the first call system cannot answer the target voice call, an alternative skill group is determined, and if the first call system does not include the alternative skill group, it is determined that the target voice call needs to be transferred. This can reduce unnecessary call transfers and reduce voice call service failures caused by the first call system's inability to provide the service corresponding to the target voice call, thereby improving the service quality of voice call services.

[0117] Optionally, determining the second skill group based on the business description information or the target IVR node includes: performing intent recognition on the business description information to obtain the business type of the business to be processed; determining the second skill group corresponding to the business type of the business to be processed based on the business type of the business to be processed and a first correspondence relationship, wherein the first correspondence relationship is a correspondence relationship between business types and skill groups; or, determining the second skill group corresponding to the target IVR node based on the target IVR node and a second correspondence relationship, wherein the second correspondence relationship is a correspondence relationship between IVR nodes and skill groups.

[0118] In one embodiment, different skill groups can be pre-set for different types of services. When the service description information input by the user is obtained, the intent of the user input service description information can be recognized to obtain the service type of the user who initiated the target voice call. Then, the skill group corresponding to the service type of the service to be handled can be quickly determined according to the correspondence between the service type and the skill group. That is, the second skill group is the skill group corresponding to the service type of the service to be handled.

[0119] In another implementation, different skill groups can be pre-set for different IVR nodes. In this way, when the target IVR node selected by the user is received, the skill group corresponding to the target IVR node can be quickly determined according to the correspondence between the IVR node and the skill group. That is, the second skill group is the skill group corresponding to the target IVR node.

[0120] In some optional embodiments, the call routing strategy of the target voice gateway can also be used to transfer a call request initiated by a third calling number to the call system (i.e., the first call system) corresponding to a third called number. When the second call system receives a voice call, it can obtain the call information of the voice call. If it determines that the voice call needs to be transferred based on the call information, it can send a call request to the target voice gateway based on the number pair (i.e., the third calling number and the third called number) pre-configured on the second call system. If the first call system and the second call system establish a call connection based on the call request, the second call system will transfer the voice call to the first call system via the target voice gateway, thereby realizing the transfer of the voice call of the second call system to the second call system.

[0121] This application also provides a call transfer method applied to a target voice gateway. See also Figure 6 , Figure 6 This is a flowchart of a call transfer method provided in another embodiment of this application, such as... Figure 6 As shown, it includes the following steps:

[0122] Step 601: Receive a call request sent by the first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0123] The target number pair, target voice gateway, and call routing strategy in this embodiment can be found in the relevant descriptions of the foregoing embodiments, and will not be repeated here to avoid repetition.

[0124] Step 602: Transfer the call request to the second call system.

[0125] Since the target voice gateway is configured with a routing call policy for directly transferring call requests based on the first calling number to the second call system, the target voice gateway can directly transfer the call request to the second call system when it receives a call request sent by the first call system based on the target number.

[0126] In some optional embodiments, when the target voice gateway transfers the aforementioned call request to the second call system, it can receive a ringing signal (e.g., 183ring) sent by the second call system and forward the ringing signal of the second call system to the first call system. Then, the first call system can send an acknowledgment message (e.g., ACK) to the target voice gateway. The target voice gateway forwards the received acknowledgment message to the second call system. The second call system sends an answer response (e.g., 200ok) to the target voice gateway. The target voice gateway forwards the answer response sent by the second call system to the first call system, thus completing the call connection between the first call system and the second call system.

[0127] Step 603: When the first calling system and the second calling system establish a call connection based on the call request, receive the target voice call transferred by the first calling system and transfer the target voice call to the second calling system.

[0128] In this step, the target voice gateway can receive the target voice call transferred by the first call system and transfer the target voice call to the second call system so as to provide the corresponding service to the user through the second call system.

[0129] The call transfer method provided in this application embodiment involves a target voice gateway receiving a call request sent by a first call system based on a target number pair, and directly transferring the call request to a second call system to establish a call connection between the first and second call systems. This allows the gateway to receive target voice calls transferred by the first call system and transfer them to the second call system, thus achieving the transfer of the target voice call. Compared to the prior art where the voice gateway transfers the call request to the PSTN network during the call transfer process, this method improves the efficiency and timeliness of voice call transfer.

[0130] Optionally, the call request carries in-line data of the target voice call, and the in-line data is encapsulated as Session Initiation Protocol (SIP) data in a preset format; the call routing policy is also used to pass through the preset format SIP data to the second call system. The in-line data and call routing policy in this embodiment can be found in the relevant descriptions of the foregoing embodiments, and will not be repeated here to avoid repetition.

[0131] Optionally, the accompanying data includes at least one of a first skill group, a target path, and a second calling number; wherein, the first skill group is a skill group to be answered for the target voice call, the skill group includes at least one agent, and the first skill group is used by the second call system to determine the target skill group or target agent to answer the target voice call in the second call system; the target path is the path formed by the IVR nodes through which the target voice call passes in the interactive voice response (IVR) system of the first call system, and the target path is used by the second call system to identify the user's intent to initiate the target voice call; the second calling number is the original calling number of the target voice call, used by the second call system to identify the user who initiated the target voice call.

[0132] Optionally, the target voice gateway includes a first voice gateway and a second voice gateway. The first voice gateway is connected to the first call system, and the second voice gateway is connected to the second call system. The first voice gateway and the second voice gateway are connected. The call routing policy includes a first routing policy and a second routing policy. The first voice gateway is configured with the first routing policy, which is used to transfer the call request initiated by the first calling number to the second voice gateway. The second voice gateway is configured with the second routing policy, which is used to transfer the call request initiated by the first calling number to the second call system.

[0133] The first and second voice gateways in this embodiment can be referred to the relevant descriptions in the foregoing embodiments, and will not be repeated here to avoid repetition.

[0134] This application also provides a call transfer system, see [link to relevant documentation]. Figure 7 , Figure 7 This is a schematic diagram of the call forwarding system provided in the embodiments of this application, as shown below. Figure 7 As shown, the call transfer system 10 includes a first call system 11, a target voice gateway 12, and a second call system 13;

[0135] The first call system 11 is used to obtain the call information of the target voice call when it receives the target voice call, and determine whether to transfer the target voice call based on the call information. If so, it sends a call request to the target voice gateway based on the target number pair pre-configured on the first call system. The call information is used to indicate the pending business of the target voice call. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy. The call routing policy is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number.

[0136] The target voice gateway 12 is used to receive a call request sent by the first call system based on a target number pair, and to transfer the call request to the second call system;

[0137] The first call system 13 is further configured to transfer the target voice call to the target voice gateway when the first call system and the second call system establish a call connection based on the call request;

[0138] The target voice gateway is also used to receive target voice calls transferred by the first call system and transfer the target voice calls to the second call system.

[0139] It should be noted that the first call system 11, the target voice gateway 12, and the second call system 13 in this embodiment can be referred to the relevant descriptions in the foregoing embodiments. To avoid repetition, they will not be repeated here.

[0140] It should also be noted that the first calling system 11 in this embodiment can implement the various processes implemented by the first calling system in the above method embodiment, and the target voice gateway 12 in this embodiment can implement the various processes implemented by the target voice gateway in the above method embodiment, and can achieve the same technical effect. To avoid repetition, it will not be described again here.

[0141] In summary, this embodiment first applies for a pair of calling numbers (e.g., number X) and called numbers (number Y) on the voice gateway (VOS gateway) side. For call requests initiated by these calling numbers, a corresponding call routing policy is configured on the voice gateway (the call request is directly forwarded to the agreed destination, rather than being routed to the PSTN network), and the custom SIP header message in the call request is not intercepted. The first call system uses the calling and called numbers to make the call in the transfer request, transmitting data along with the route using "sip_h_X-" as a prefix in the custom SIP header field. This can improve the customer callback connection rate and promptly address customer requests; it can further enhance accurate service capabilities, improve problem resolution rates, and reduce customer complaints; it can eliminate the dependence of call transfer on line resources, such as the PSTN network and operators, thereby improving reach rates.

[0142] See Figure 8 , Figure 8 This is a structural diagram of a call transfer device provided in an embodiment of this application, which is applied to a first call system. Figure 8 As shown, the call transfer device 800 includes:

[0143] The acquisition module 801 is used to acquire the call information of the target voice call when the target voice call is received, and the call information is used to indicate the pending business of the target voice call;

[0144] The determining module 802 is used to determine whether to transfer the target voice call based on the call information;

[0145] The sending module 803 is used to send a call request to a target voice gateway based on a target number pair pre-configured on the first call system if the condition is met. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number.

[0146] The transfer module 804 is used to transfer the target voice call to the second call system via the target voice gateway when the first call system and the second call system establish a call connection based on the call request.

[0147] Optionally, the call request carries in-line data of the target voice call, and the in-line data is encapsulated as Session Initiation Protocol (SIP) data in a preset format; the call routing policy is also used to pass through the preset format SIP data to the second call system.

[0148] Optionally, the accompanying data includes at least one of a first skill group, a target path, and a second calling number; wherein, the first skill group is a skill group to be answered for the target voice call, the skill group includes at least one agent, and the first skill group is used by the second call system to determine the target skill group or target agent to answer the target voice call in the second call system; the target path is the path formed by the IVR nodes through which the target voice call passes in the interactive voice response (IVR) system of the first call system, and the target path is used by the second call system to identify the user's intent to initiate the target voice call; the second calling number is the original calling number of the target voice call, used by the second call system to identify the user who initiated the target voice call.

[0149] Optionally, the target voice gateway includes a first voice gateway and a second voice gateway. The first voice gateway is connected to the first call system, and the second voice gateway is connected to the second call system. The first voice gateway and the second voice gateway are connected. The call routing policy includes a first routing policy and a second routing policy. The first voice gateway is configured with the first routing policy, which is used to transfer the call request initiated by the first calling number to the second voice gateway. The second voice gateway is configured with the second routing policy, which is used to transfer the call request initiated by the first calling number to the second call system.

[0150] Optionally, the call information includes service description information input by the user's voice or a target IVR node selected by the user. The service description information describes the service to be processed, and the target IVR node is the IVR node corresponding to the service to be processed. The determining module is specifically used to: determine a second skill group based on the service description information or the target IVR node, wherein the second skill group includes at least one agent; determine that the target voice call needs to be transferred if the first call system does not include the second skill group; determine an alternative skill group if the agent of the second skill group in the first call system cannot answer the target voice call, and determine that the target voice call needs to be transferred if the first call system does not include the alternative skill group.

[0151] Optionally, the determining module is specifically used to: perform intent recognition on the business description information to obtain the business type of the business to be processed; determine the second skill group corresponding to the business type of the business to be processed according to the business type of the business to be processed and the first correspondence relationship, wherein the first correspondence relationship is the correspondence relationship between the business type and the skill group; or, determine the second skill group corresponding to the target IVR node according to the target IVR node and the second correspondence relationship, wherein the second correspondence relationship is the correspondence relationship between the IVR node and the skill group.

[0152] The call transfer device 800 provided in this application embodiment can implement the various processes in the above-described first call system side method embodiment, and will not be described again here to avoid repetition.

[0153] See Figure 9 , Figure 9 This is a structural diagram of a call transfer device provided in an embodiment of this application, which is applied to a target voice gateway. Figure 9 As shown, the call transfer device 900 includes:

[0154] The receiving module 901 is used to receive a call request sent by the first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0155] The first transfer module 902 is used to transfer the call request to the second call system;

[0156] The second transfer module 903 is used to receive the target voice call transferred by the first call system and transfer the target voice call to the second call system when the first call system and the second call system establish a call connection based on the call request.

[0157] The call transfer device 900 provided in this application embodiment can realize the various processes in the target voice gateway side method embodiment, and will not be described again here to avoid repetition.

[0158] See Figure 10 , Figure 10 This is a structural diagram of the electronic device provided in the embodiments of this application, such as... Figure 10As shown, the electronic device 1000 includes a processor 1001, a memory 1002, and a computer program stored in the memory 1002 and executable on the processor. The various components of the electronic device 1000 are coupled together via a bus interface 1003. When the computer program is executed by the processor 1001, it performs the following steps:

[0159] Upon receiving a target voice call, the call information of the target voice call is obtained, and the call information is used to indicate the pending business of the target voice call;

[0160] Determine whether to transfer the target voice call based on the call information;

[0161] If so, a call request is sent to the target voice gateway based on the target number pair pre-configured on the first call system, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number;

[0162] When the first calling system and the second calling system establish a call connection based on the call request, the target voice call is transferred to the second calling system via the target voice gateway.

[0163] Alternatively, when the computer program is executed by the processor 1001, it performs the following steps:

[0164] The system receives a call request from a first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number.

[0165] The call request is transferred to the second call system;

[0166] When the first calling system and the second calling system establish a call connection based on the call request, the system receives the target voice call transferred by the first calling system and transfers the target voice call to the second calling system.

[0167] It should be understood that, in the embodiments of this application, when the computer program is executed by the processor 1001, it can implement the various processes in the above-described call transfer method embodiments. To avoid repetition, these processes will not be described again here.

[0168] This application also provides an electronic device, including a processor, a memory, and a computer program stored in the memory and executable on the processor. When the computer program is executed by the processor, it implements the various processes of the above-described call transfer method embodiments and achieves the same technical effects. To avoid repetition, it will not be described again here.

[0169] This application also provides a computer-readable storage medium storing a computer program. When executed by a processor, this computer program implements the various processes of the above-described call transfer method embodiments and achieves the same technical effects. To avoid repetition, it will not be described again here. The computer-readable storage medium may be a read-only memory (ROM), a random access memory (RAM), a magnetic disk, or an optical disk, etc.

[0170] It should be noted that, in this document, the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Unless otherwise specified, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes that element.

[0171] Through the above description of the embodiments, those skilled in the art can clearly understand that the methods of the above embodiments can be implemented by means of software plus necessary general-purpose hardware platforms. Of course, they can also be implemented by hardware, but in many cases the former is a better implementation method. Based on this understanding, the technical solution of this application, in essence, or the part that contributes to the prior art, can be embodied in the form of a software product. This computer software product is stored in a storage medium (such as ROM / RAM, magnetic disk, optical disk) and includes several instructions to cause a terminal (which may be a mobile phone, computer, server, air conditioner, or network device, etc.) to execute the methods described in the various embodiments of this application.

[0172] The embodiments of this application have been described above with reference to the accompanying drawings. However, this application is not limited to the specific embodiments described above. The specific embodiments described above are merely illustrative and not restrictive. Those skilled in the art can make many other forms under the guidance of this application without departing from the spirit and scope of the claims, and all of these forms are within the protection scope of this application.

Claims

1. A call transfer method, characterized in that, Applied to the first call system, including: Upon receiving a target voice call, the call information of the target voice call is obtained, and the call information is used to indicate the pending business of the target voice call; Determine whether to transfer the target voice call based on the call information; If so, a call request is sent to the target voice gateway based on the target number pair pre-configured on the first call system, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number; When the first calling system and the second calling system establish a call connection based on the call request, transferring the target voice call to the second calling system via the target voice gateway includes: the first calling system transferring the voice data stream of the target voice call to the target voice gateway, and then transferring the voice data stream to the second calling system through the target voice gateway.

2. The method according to claim 1, characterized in that, The call request carries the accompanying data of the target voice call, and the accompanying data is encapsulated as Session Initiation Protocol (SIP) data in a preset format. The call routing strategy is also used to pass through the preset format SIP data to the second call system.

3. The method according to claim 2, characterized in that, The accompanying data includes at least one of the first skill group, the target path, and the second caller ID; Wherein, the first skill group is the skill group to answer the target voice call, the skill group includes at least one agent, and the first skill group is used by the second call system to determine the target skill group or target agent to answer the target voice call in the second call system; The target path is the path formed by the IVR nodes that the target voice call passes through in the interactive voice response (IVR) system of the first call system. The target path is used by the second call system to identify the user's intent to initiate the target voice call. The second calling number is the original calling number of the target voice call, and is used by the second calling system to identify the user who initiated the target voice call.

4. The method according to claim 1, characterized in that, The target voice gateway includes a first voice gateway and a second voice gateway. The first voice gateway is connected to the first call system, and the second voice gateway is connected to the second call system. The first voice gateway and the second voice gateway are connected. The call routing strategy includes a first routing strategy and a second routing strategy. The first voice gateway is configured with the first routing strategy, which is used to transfer the call request initiated by the first calling number to the second voice gateway. The second voice gateway is configured with the second routing strategy, which is used to transfer the call request initiated by the first calling number to the second call system.

5. The method according to claim 1, characterized in that, The call information includes service description information input by the user's voice or target IVR node selected by the user. The service description information is used to describe the service to be processed, and the target IVR node is the IVR node corresponding to the service to be processed. The step of determining whether to transfer the target voice call based on the call information includes: A second skill group is determined based on the service description information or the target IVR node, wherein the second skill group includes at least one agent; If the first calling system does not include the second skill group, it is determined that the target voice call needs to be transferred. If the agent in the second skill group of the first call system cannot answer the target voice call, an alternative skill group is determined, and if the first call system does not include the alternative skill group, it is determined that the target voice call needs to be transferred.

6. The method according to claim 5, characterized in that, The step of determining the second skill group based on the service description information or the target IVR node includes: The business description information is used to identify the business type of the business to be processed. Based on the business type of the pending transaction and the first correspondence, determine the second skill group corresponding to the business type of the pending transaction, wherein the first correspondence is the correspondence between business types and skill groups; or... Based on the target IVR node and the second correspondence, the second skill group corresponding to the target IVR node is determined, wherein the second correspondence is the correspondence between the IVR node and the skill group.

7. A call transfer method, characterized in that, Applied to the target voice gateway, including: The system receives a call request from a first calling system based on a target number pair, wherein the target number pair includes a first calling number and a first called number, and the target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number. The call request is transferred to the second call system; When the first calling system and the second calling system establish a call connection based on the call request, receiving the target voice call transferred by the first calling system and transferring the target voice call to the second calling system includes: receiving the voice data stream of the target voice call transferred by the first calling system and transferring the voice data stream to the second calling system.

8. A call forwarding system, characterized in that, The call transfer system includes a first call system, a target voice gateway, and a second call system; The first calling system is used to, upon receiving a target voice call, acquire the call information of the target voice call and determine whether to transfer the target voice call based on the call information. If so, it sends a call request to the target voice gateway based on a target number pair pre-configured on the first calling system. The call information is used to indicate the pending service of the target voice call. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second calling system corresponding to the first called number. The target voice gateway is used to receive a call request sent by the first call system based on a target number pair, and to transfer the call request to the second call system; The first calling system is further configured to transfer the target voice call to the target voice gateway when the first calling system and the second calling system establish a call connection based on the call request; The target voice gateway is further configured to receive a target voice call transferred by the first call system and transfer the target voice call to the second call system, including: receiving the voice data stream of the target voice call transferred by the first call system and transferring the voice data stream to the second call system.

9. A call transfer device, characterized in that, Applied to the first call system, including: The acquisition module is used to acquire the call information of the target voice call when the target voice call is received, and the call information is used to indicate the pending business of the target voice call; The determining module is used to determine whether to transfer the target voice call based on the call information; The sending module is used to send a call request to a target voice gateway based on a target number pair pre-configured on the first call system if the condition is met. The target number pair includes a first calling number and a first called number. The target voice gateway is configured with a call routing policy, which is used to transfer the call request initiated by the first calling number to the second call system corresponding to the first called number. The transfer module is used to transfer the target voice call to the second call system via the target voice gateway when the first call system and the second call system establish a call connection based on the call request. The module includes receiving the voice data stream of the target voice call transferred by the first call system and transferring the voice data stream to the second call system.

10. An electronic device, characterized in that, It includes a processor, a memory, and a computer program stored in the memory and executable on the processor, wherein when executed by the processor, the computer program implements the steps of the call transfer method as described in any one of claims 1 to 6, or implements the steps of the call transfer method as described in claim 7.

11. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program that, when executed by a processor, implements the steps of the call transfer method as described in any one of claims 1 to 6, or implements the steps of the call transfer method as described in claim 7.

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