Call processing method, device and computer equipment

Abstract

The application discloses a kind of call processing method, device and computer equipment.Therein, the method includes: receiving the voice call request sent by terminal, wherein the voice call request carries the target service requested;Based on target service, dynamic audio and video request is sent to dynamic audio and video server, wherein the dynamic audio and video request is used to generate target media stream corresponding to target service by dynamic audio and video server, and target media stream is pushed to streaming media server;Pull stream notification sent by dynamic audio and video server is received;Based on pull stream notification, target media stream is pulled from streaming media server, and target media stream is sent to terminal.The application solves the technical problem of low efficiency caused by the need for artificial pre-production file when video is answered.

Description

Technical Field

[0001] This invention relates to the field of communication technology, and more specifically, to a call processing method, apparatus, and computer equipment. Background Technology

[0002] In related technologies, the telecommunications sector is experiencing a gradual rise in the information technology era. In call center platform applications based on telecommunications IMS networks, the VoLTE video call channel has become increasingly widespread. The automated call center service has upgraded from traditional voice response to video response, and the user experience has improved from traditional voice menu navigation to a visual video menu navigation service. Users can switch between video menus via buttons on their smartphones based on the video interaction information presented during the call, enabling navigation and transfer to video agents. This makes the information users can access more visual and the data acquisition more intuitive and convenient. The implementation of the VoLTE video call channel on the softswitch platform primarily involves playing a specified video file based on business logic rules after the call's key fetch event.

[0003] However, in related technologies, the need to prepare and upload video files in advance for video response (IVVR) services is cumbersome, inefficient, and cannot meet the needs of more application scenarios.

[0004] There is currently no effective solution to the above problems. Summary of the Invention

[0005] This invention provides a call processing method, apparatus, and computer equipment to at least solve the technical problem of low efficiency caused by the need for manual pre-preparation of files during video response.

[0006] According to one aspect of the present invention, a call processing method is provided, comprising: receiving a voice call request sent by a terminal, wherein the voice call request carries a requested target service; sending a dynamic audio and video request to a dynamic audio and video server based on the target service, wherein the dynamic audio and video request is used by the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to a streaming media server; receiving a pull notification sent by the dynamic audio and video server; and pulling the target media stream from the streaming media server based on the pull notification and sending the target media stream to the terminal.

[0007] Optionally, the voice call request sent by the receiving terminal includes: receiving the voice call request distributed by the Session Initiation Protocol-Gateway (SIP-GW) from the terminal, wherein the terminal communicates with the SIP-GW via the IP Multimedia Subsystem (IMS).

[0008] Optionally, the step of retrieving the target media stream from the streaming media server based on the pull notification includes: retrieving the target media stream from the streaming media server using a Uniform Resource Locator (URL) based on the pull notification.

[0009] Optionally, sending the target media stream to the terminal includes: converting the target media stream to a format to obtain a transmission media stream in Real-Time Transport Protocol (RTP) format; and sending the transmission media stream to the terminal.

[0010] Optionally, sending the target media stream to the terminal includes: sending the target media stream to the terminal via a Long Term Evolution (LTE) Voice Bearer (Volte) network.

[0011] Optionally, the target media stream includes: a dynamic webpage and audio, wherein the dynamic webpage is generated from the business data of the target service, and the audio is generated from an introductory text corresponding to the business data.

[0012] Optionally, the method is applied to interactive voice and video response (IVVR) services.

[0013] According to another aspect of the present invention, a call processing apparatus is also provided, comprising: a first receiving module, configured to receive a voice call request sent by a terminal, wherein the voice call request carries a requested target service; a first sending module, configured to send a dynamic audio and video request to a dynamic audio and video server based on the target service, wherein the dynamic audio and video request is used by the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to a streaming media server; a second receiving module, configured to receive a pull notification sent by the dynamic audio and video server; and a second sending module, configured to pull the target media stream from the streaming media server based on the pull notification and send the target media stream to the terminal.

[0014] According to another aspect of the present invention, a computer device is provided, comprising: a memory and a processor, the memory storing a computer program; the processor being configured to execute the computer program stored in the memory, wherein the computer program, when executed, causes the processor to perform the call processing method described in any of the preceding claims.

[0015] In this embodiment of the invention, by adopting a terminal-based voice call request to send a dynamic audio and video request to a dynamic audio and video server, synthesizing a target media stream corresponding to the target service carried in the voice call request and sending it to the terminal, online dynamic media stream synthesis is realized. This eliminates the need for manual offline video production, improving the efficiency and flexibility of video response, and thus solving the technical problem of low efficiency caused by the need for manual pre-production of files during video response. Attached Figure Description

[0016] The accompanying drawings, which are included to provide a further understanding of the invention and form part of this application, illustrate exemplary embodiments of the invention and, together with their description, serve to explain the invention and do not constitute an undue limitation thereof. In the drawings:

[0017] Figure 1 This is a flowchart of a call processing method according to an embodiment of the present invention;

[0018] Figure 2 This is a schematic diagram of the architecture of a voice and video response processing system provided in an embodiment of the present invention;

[0019] Figure 3 This is a processing flowchart of the processing module PBX provided according to an embodiment of the present invention;

[0020] Figure 4 This is a structural block diagram of a call processing device provided according to an embodiment of the present invention. Detailed Implementation

[0021] To enable those skilled in the art to better understand the present invention, the technical solutions of the present invention will be clearly and completely described below with reference to the accompanying drawings of the embodiments of the present invention. Obviously, the described embodiments are only some embodiments of the present invention, and not all embodiments. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort should fall within the scope of protection of the present invention.

[0022] It should be noted that the terms "first," "second," etc., in the specification, claims, and accompanying drawings of this invention are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be interchanged where appropriate so that the embodiments of the invention described herein can be implemented in orders other than those illustrated or described herein. Furthermore, the terms "comprising" and "having," and any variations thereof, are intended to cover a non-exclusive inclusion; for example, a process, method, system, product, or apparatus that comprises a series of steps or units is not necessarily limited to those steps or units explicitly listed, but may include other steps or units not explicitly listed or inherent to such processes, methods, products, or apparatus.

[0023] Terminology Explanation

[0024] VoLTE, short for Voice over Long-Term Evolution, is a high-speed wireless communication standard for mobile phones and data terminals. Based on the IP Multimedia Subsystem (IMS) network, it uses specially designed profiles for the control plane and media plane of voice services on LTE. This allows voice services (control and media planes) to be transmitted as data streams within the LTE data bearer network, eliminating the need to maintain and rely on traditional circuit-switched voice networks.

[0025] IMS (IP Multimedia Subsystem) is an IP multimedia system, a new form of multimedia service that can meet the needs of end customers for more innovative and diversified multimedia services. IMS is considered a core technology of next-generation networks and an important way to solve the convergence of mobile and fixed networks and introduce differentiated services such as voice, data, and video triple convergence. However, most IMS networks worldwide are still in their early stages, and their application methods are still under discussion within the industry.

[0026] SIP (Session Initialization Protocol) is a multimedia communication protocol developed by the IETF (Internet Engineering Task Force). It is a text-based application-layer control protocol used to create, modify, and release sessions of one or more participants. SIP is an IP voice session control protocol originating from the Internet, characterized by its flexibility, ease of implementation, and scalability.

[0027] The Uniform Resource Locator (URL) is a method of representing the location of information on the World Wide Web (WWW) service of the Internet. It was originally invented by Tim Berners-Lee as the address for the WWW.

[0028] According to an embodiment of the present invention, a method embodiment of a call processing method is provided. It should be noted that the steps shown in the flowchart in the accompanying drawings can be executed in a computer system such as a set of computer-executable instructions. Furthermore, although a logical order is shown in the flowchart, in some cases, the steps shown or described may be executed in a different order than that shown here.

[0029] Figure 1 This is a flowchart of a call processing method according to an embodiment of the present invention, such as... Figure 1 As shown, the method includes the following steps:

[0030] Step S102: Receive a voice call request sent by the terminal, wherein the voice call request carries the requested target service.

[0031] As an optional embodiment, the above method can be applied to interactive voice and video response (IVVR) services. It should be noted that this IVVR service is merely an example, and other interactive voice and video response services are also applicable.

[0032] As an optional embodiment, the terminal can send voice call requests via VoLTE (voice over LTE). Optionally, VoLTE offers several advantages, such as clear voice quality. Call processing can be performed using VoLTE to ensure clarity. Secondly, it supports video calls. In related telecommunications services, relying solely on voice to convey necessary data information to users does not provide the most intuitive and visual experience. Therefore, using VoLTE to send and receive voice calls allows for the return of necessary information to the user via video, making the data information more readily apparent and visually appealing.

[0033] As an optional embodiment, the device for receiving voice call requests sent by the aforementioned terminal can be an electronic device connected to each terminal via a physical network cable or other physical connection means, or it can be a remote data processing device that can be connected to each terminal via network communication to receive and process voice call requests from each terminal.

[0034] As an optional embodiment, when receiving a voice call request from the terminal, the receiving terminal can receive the voice call request distributed by the Session Initiation Protocol-Gateway (SIP-GW) from the terminal, wherein the terminal and the SIP-GW communicate via the IP Multimedia Subsystem (IMS). The device receiving the voice call request from the terminal may contain a SIP-GW module. The SIP-GW can also be referred to as a call center, and as an IMS user access layer device, it can also be called a terminal access layer device. It uses IP trunking to connect traditional PBXs to the IMS network, providing IMS services to the traditional PBXs. In this embodiment, as a user access layer device in the IMS network, after receiving the voice call request from the terminal, it distributes the voice call request to the PBX (Phone Service Network).

[0035] As an optional embodiment, the above-mentioned IMS can be a network structure. The IMS network structure can be applied to the mobile field and can simultaneously support access to mobile networks and fixed networks.

[0036] As an optional embodiment, the aforementioned voice call request carries the target service requested. The target service can be in various forms, such as: a user checking their call balance, checking their data balance, or requesting details of a communication package data that the user wishes to obtain. The terminal sends a voice call request to the receiving end through a voice call, requesting to handle the aforementioned service or obtain data. The various service forms and voice call formats can provide users with more convenient and comprehensive mobile communication services.

[0037] Step S104: Based on the target service, send a dynamic audio and video request to the dynamic audio and video server. The dynamic audio and video request is used by the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to the streaming media server.

[0038] As an optional embodiment, a dynamic audio / video request is sent to a dynamic audio / video server. Optionally, the dynamic audio / video may include a dynamic webpage, which may have a pre-defined template. Multiple blank columns are set within the personalized template of the dynamic webpage, and these blank columns are used to display data information corresponding to the target service required by the user's call request. Upon receiving the user's call request, based on the target service required by the user, the corresponding dynamic webpage template is retrieved, and the data corresponding to the target service is retrieved through the service interface and filled into the dynamic webpage.

[0039] As an optional embodiment, the aforementioned service interface obtains data corresponding to the target service through a connected external service platform. This external service platform can be of various types, such as a CRM platform—an information system that utilizes software, hardware, and network technologies to collect, manage, analyze, and utilize customer information. This type of platform records various interactions with the user during use, as well as the status of various related activities, and provides various data models. When applied to IVVR, it can provide users with historical interaction records, the status of currently participated telecommunications activities, and other information. It can also be a billing platform, providing users with payment records generated after obtaining services. In summary, the external service platform connected to the service interface can be of various types. By connecting to an external service platform containing rich information, the service interface can provide users with more comprehensive information query services.

[0040] As an optional embodiment, the target media stream is sent to the terminal to ensure that the media stream received by the terminal is compatible with the terminal. Therefore, the target media stream can be format-converted to obtain a Real-Time Transport Protocol (RTP) format transmission media stream; the transmission media stream is then sent to the terminal.

[0041] As an optional embodiment, the target media stream can be sent to the terminal in various ways. For example, to adapt to the network where the terminal is located, or to apply an existing VoLTE network, the target media stream can be sent to the terminal through a Long Term Evolution (LTE) Voice Bearer (Volte) network.

[0042] As an optional embodiment, the target media stream includes: a dynamic webpage and audio, wherein the dynamic webpage is generated from the business data of the target service, and the audio is generated from an introductory text corresponding to the business data.

[0043] As an optional embodiment, a dynamic audio / video request is sent to a dynamic audio / video server, which also includes an audio file. Optionally, the audio file can be an introductory voice for a dynamically created webpage, where the text introducing the dynamic webpage information is converted into an introductory voice file using a TTS speech engine or other device or software with speech-to-text conversion capabilities. This not only provides users with visual services through the video of the dynamic webpage but also provides introductory services through voice, further enriching the service content.

[0044] As an optional embodiment, the target media stream is pushed to a streaming media server, which is a key platform for providing video services to users. By acquiring, caching, scheduling, and transmitting streaming media content, a complete and smooth video service is provided to users. In this embodiment, the aforementioned completed dynamic webpage and webpage introduction audio file are pushed as the target media stream to the streaming media server for storage.

[0045] Step S106: Receive the streaming notification sent by the dynamic audio and video server;

[0046] As an optional embodiment, after the dynamic audio and video server creates a dynamic webpage and a voice file for webpage introduction and pushes it to the streaming media server for storage, a pull notification is sent to the VoLTE telephone service network (PBX) to notify that the streaming media file has been created and can be retrieved.

[0047] Step S108: Based on the pull notification, pull the target media stream from the streaming media server and send the target media stream to the terminal;

[0048] As an optional implementation, after receiving the streaming notification, the location of the streaming media file is located using the Uniform Resource Locator (URL). After the target media stream is retrieved, its format is converted to obtain a Real-Time Transport Protocol (RTP) format streaming media stream. The RTP protocol can guarantee the transmission of real-time data, providing users with the guarantee of data real-time performance and reliability.

[0049] Through the above steps, by using terminal-based voice call requests to send dynamic audio and video requests to the dynamic audio and video server, synthesizing the target media stream corresponding to the target service carried in the voice call request and sending it to the terminal, online dynamic media stream synthesis is realized. No manual intervention is required for offline video production, which improves the efficiency and flexibility of video response and can enhance the efficiency and flexibility of interactive voice and video response (IVVR) services.

[0050] Based on the above embodiments and preferred embodiments, an optional implementation method is provided.

[0051] In real-world call center scenarios, there is a strong demand for real-time video information display, such as call volume queries. This requires generating temporary video files based on the user's current call balance for playback, followed by further processing of these files. The real-time video generation capability is extremely demanding. Therefore, many platforms use a combination of fixed video and dynamic audio content as a fallback approach to fulfill this type of real-time dynamic information service.

[0052] In traditional IVVR services, video files need to be created and uploaded in advance, which is a cumbersome, inefficient, and inflexible process.

[0053] To address the aforementioned issues, this optional embodiment provides an interactive voice and video response processing method. Figure 2 This is a schematic diagram of the architecture of a voice and video response processing system provided according to an embodiment of the present invention, such as... Figure 2 As shown. The relevant functional processing of this method includes the following.

[0054] 1. The implementation architecture includes four modules.

[0055] SIP-GW module: This module is responsible for connecting to the core network CSCF (Call Session Control Function) to perform basic processing and distribution of incoming call signaling (call requests).

[0056] PBX Module: This module is responsible for call center media processing, media channel bridging and connection, audio playback, key fetching and other functions. In this embodiment, it is responsible for requesting DAVCS to create dynamic web pages and web page introduction audio files, pulling media streams and changing the media stream format to RTP protocol format before sending them to users, ensuring real-time transmission of media streams to users.

[0057] DAVCS module: Dynamic audio and video service, which enables the dynamic generation of audio and video media streams and pushes them to the streaming media server.

[0058] RTSPS module: Streaming media server, which forwards audio and video media streams.

[0059] 2. Overall implementation process and interaction process of each module

[0060] 1) VoLTE users initiate audio calls that reach the call center's SIP-GW module via the IMS core network.

[0061] 2) Calls are assigned to pbx.

[0062] 3) pbx sends a dynamic audio / video request to the dynamic audio / video service (davcs).

[0063] 4) DAVC uses business data to generate dynamic web pages and uses TTS to generate audio files from the introductory text; then the dynamic web pages and audio files are pushed as video and audio streams to the RTSP streaming media server.

[0064] 5) davcs notifies pbx to pull the media stream, and pbx pulls the audio and video media stream in real time from the rtsp streaming media server via the URL.

[0065] 6) Convert PBX to RTP media stream to ensure real-time transmission of the media stream, and send it to the customer's mobile phone via VoLTE network.

[0066] In this embodiment of the invention, a processing flow for the processing module PBX is also provided. Figure 3 This is a processing flowchart of the processing module PBX provided according to an embodiment of the present invention, such as... Figure 3 As shown in the diagram. The following is a description of the schematic.

[0067] 1) PTNAT submodule: The PBX uses the SIP protocol to connect with the SIP-GW and the RTSP protocol to connect with the RTSPS. During the execution of the business process, the execution of the two protocols needs to be dynamically coordinated according to the interaction logic.

[0068] 2) CODEC submodule: The audio and video media encoding negotiated by the SIP protocol and RTSP protocol may differ; in this case, it is necessary to encode the source RTP from the RTSP protocol into the destination RTP encoding required by the SIP protocol; this part of the work is done by the codec module.

[0069] The PTNAT module sends control commands to the CODEC module to control its encoding and decoding behavior.

[0070] In this embodiment of the invention, a data processing apparatus is also provided. Figure 4 This is a structural block diagram of a question-and-answer processing device provided according to an embodiment of the present invention. As shown in the figure, the device includes: a first receiving module 40, a first sending module 42, a second receiving module 44, and a second sending module 46. The device will be described below.

[0071] The first receiving module 40 is used to receive a voice call request sent by a terminal, wherein the voice call request carries the requested target service; the first sending module 42 is connected to the first receiving module 40, and is used to send a dynamic audio and video request to a dynamic audio and video server based on the target service, wherein the dynamic audio and video request is used by the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to the streaming media server; the second receiving module 44 is connected to the first sending module 42, and is used to receive a pull stream notification sent by the dynamic audio and video server; the second sending module 46 is connected to the second receiving module 44, and is used to pull the target media stream from the streaming media server based on the pull stream notification and send the target media stream to the terminal.

[0072] In this embodiment of the invention, a computer device is also provided, including: a memory and a processor, wherein the memory stores a computer program; and the processor is configured to execute the computer program stored in the memory, wherein the computer program, when running, causes the processor to execute any of the above-mentioned call processing methods.

[0073] The sequence numbers of the above embodiments of the present invention are for descriptive purposes only and do not represent the superiority or inferiority of the embodiments.

[0074] In the above embodiments of the present invention, the descriptions of each embodiment have different focuses. For parts not described in detail in a certain embodiment, please refer to the relevant descriptions of other embodiments.

[0075] In the several embodiments provided in this application, it should be understood that the disclosed technical content can be implemented in other ways. The device embodiments described above are merely illustrative; for example, the division of units can be a logical functional division, and in actual implementation, there may be other division methods. For instance, multiple units or components may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the displayed or discussed mutual coupling, direct coupling, or communication connection may be through some interfaces; the indirect coupling or communication connection between units or modules may be electrical or other forms.

[0076] 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 units. Some or all of the units can be selected to achieve the purpose of this embodiment according to actual needs.

[0077] Furthermore, the functional units in the various embodiments of the present invention 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. The integrated unit can be implemented in hardware or as a software functional unit.

[0078] If the integrated unit is implemented as a software functional unit and sold or used as an independent product, it can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present invention, in essence, or the part that contributes to the prior art, or all or part 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 the present invention. The aforementioned storage medium includes various media capable of storing program code, such as USB flash drives, read-only memory (ROM), random access memory (RAM), portable hard drives, magnetic disks, or optical disks.

[0079] The above description is only a preferred embodiment of the present invention. It should be noted that for those skilled in the art, several improvements and modifications can be made without departing from the principle of the present invention, and these improvements and modifications should also be considered within the scope of protection of the present invention.

Claims

1. A call processing method characterized by comprising: The method comprises the steps of: receiving a voice call request sent by a terminal, wherein the voice call request carries a requested target service; sending a dynamic audio and video request to a dynamic audio and video server based on the target service, wherein the dynamic audio and video request is used for the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to a streaming media server; receiving a pull stream notification sent by the dynamic audio and video server; pulling the target media stream from the streaming media server based on the pull stream notification and sending the target media stream to the terminal; wherein the target media stream comprises a dynamic webpage and audio, wherein the dynamic webpage is generated by service data of the target service, and the audio is an introduction voice of the dynamic webpage, and the audio is converted based on a TTS voice engine to introduce the text of the dynamic webpage information.

2. The method of claim 1, wherein, The receiving a voice call request sent by a terminal comprises: receiving the voice call request from the terminal distributed by a session initiation protocol-gateway (SIP-GW), wherein the terminal communicates with the SIP-GW through an IP multimedia subsystem (IMS).

3. The method of claim 1, wherein, The pulling the target media stream from the streaming media server based on the pull stream notification comprises: pulling the target media stream from the streaming media server in a uniform resource locator (URL) manner based on the pull stream notification.

4. The method of claim 1, wherein, The sending the target media stream to the terminal comprises: format-converting the target media stream to obtain a real-time transport protocol (RTP) format transmission media stream; sending the transmission media stream to the terminal.

5. The method of claim 1, wherein, The sending the target media stream to the terminal comprises: sending the target media stream to the terminal through a voice over long term evolution (VoLTE) network.

6. The method according to any one of claims 1 to 5, characterized in that, The method is applied in an interactive voice and video response (IVVR) service.

7. A call processing apparatus characterized by comprising: The method comprises the steps of: a first receiving module configured to receive a voice call request sent by a terminal, wherein the voice call request carries a requested target service; a first sending module configured to send a dynamic audio and video request to a dynamic audio and video server based on the target service, wherein the dynamic audio and video request is used for the dynamic audio and video server to generate a target media stream corresponding to the target service and push the target media stream to a streaming media server; a second receiving module configured to receive a pull stream notification sent by the dynamic audio and video server; a second sending module configured to pull the target media stream from the streaming media server based on the pull stream notification and send the target media stream to the terminal; wherein the target media stream comprises a dynamic webpage and audio, wherein the dynamic webpage is generated by service data of the target service, and the audio is an introduction voice of the dynamic webpage, and the audio is converted based on a TTS voice engine to introduce the text of the dynamic webpage information.

8. A computer-readable storage medium, characterized in that, The computer readable storage medium comprises a stored program, wherein the program, when executed, controls a device in which the computer readable storage medium is located to perform the call processing method of any one of claims 1 to 6.

9. A computer device, comprising: comprise: a memory and a processor, the memory storing a computer program; the processor configured to execute the computer program stored in the memory, the computer program, when executed, causing the processor to perform the call processing method of any one of claims 1 to 6.

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