A call processing system and a call processing method

Abstract

Embodiments of the present application provide a call processing system, which comprises an application service device and an application media device. The application service device is configured to send a data channel establishment indication message to the application media device when detecting that a terminal device initiates or receives a call service, so as to instruct the application media device to establish a data channel between the terminal device and the application media device. The application media device is configured to receive the data channel establishment indication message from the application service device, establish the data channel between the terminal device and the application media device, and send first service page information corresponding to the call service to the terminal device through the data channel. It can be seen that the control plane and the media plane are separated in the call processing system, the application service device is configured to implement the function of the control plane, the application media device is configured to implement the function of the media plane, and the interaction between the two can implement interactive services in a call, which is beneficial to improving the processing efficiency of the call processing system on the call service.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to a call processing system and a call processing method. Background Technology

[0002] Telecommunications network call centers based on the IP multimedia sub-system (IMS) are widely used in industries such as telecommunications, banking, insurance, and consumer goods, and are generally referred to as automated agents, customer centers, or customer service hotlines. Interactive voice response (IVR), as the voice platform for customer service hotlines, can provide multi-level voice menus, answering calls through pre-recorded or synthesized voice, thus providing voice menu navigation for customers making inbound calls.

[0003] For mobile users, the self-service process of calling the customer service hotline mainly relies on IVR voice navigation, communication with a human operator, or fixed button-based interaction. In all these self-service processes, customers need to listen carefully, or even listen repeatedly, to the voice navigation to select the correct button option, leading to call processing delays and reduced efficiency. Summary of the Invention

[0004] This application provides a call processing system and a call processing method that can realize interactive services during a call, thereby improving the efficiency of the call processing system in handling call services.

[0005] In a first aspect, embodiments of this application provide a call processing system, which includes an application service device and an application media device. The application service device, upon detecting that a terminal device has initiated or received a call service, sends a data channel establishment instruction message to the application media device, instructing the application media device to establish a data channel with the terminal device. The application media device receives the data channel establishment instruction message from the application service device, establishes a data channel with the terminal device, and sends first service page information corresponding to the call service to the terminal device through the data channel.

[0006] As can be seen, the control plane and media plane are separated in this call processing system. The application service device is used to implement the functions of the control plane, such as controlling the application media device and the terminal device to conduct interactive service data interaction; the application service device is used to implement the functions of the media plane, such as establishing a data channel with the terminal device to conduct interactive service data interaction, thereby realizing interactive services in the call, which is conducive to improving the efficiency of the call processing system in processing call services.

[0007] In one possible design, the application service device is also used to send first service page information to the application media device when it detects that a call service (call) has been connected. The application media device is also used to receive the first service page information.

[0008] As can be seen, when a call is connected, the application service device can send initial service page information to the application media device.

[0009] In one possible design, the application media device is also used to receive user operation information from the terminal device, convert the user operation information into audio information, and send the audio information to the call center through the media channel between the terminal device and the call center. The audio information can be a dual-tone multi-frequency (DTMF) signal.

[0010] As can be seen, the application media device can also convert user operation information into DTMF signals and send them to the call center. This allows the call center to update the media stream of the call with the terminal device, achieving synchronization between interactive services and call services. Furthermore, this DTMF signal is an in-band signal, which the call center can directly process, simplifying the processing flow.

[0011] In one possible design, the application media device is also used to connect itself into the media channel when a call is connected.

[0012] As can be seen, after the application media device converts user operation information into audio information, it can connect itself to the media channel between the terminal device and the call center, and then send audio information to the call center through the media channel.

[0013] In one possible design, the media channel is an audio and video media channel.

[0014] In one possible design, the media channel is used to transmit multimedia data. Multimedia data includes audio and video data.

[0015] In one possible design, the application service device sends a data channel establishment indication message to the application media device via a signaling interface when it detects that a terminal device has initiated or received a call. Correspondingly, the application media device receives the data channel establishment indication message from the application service device via the signaling interface.

[0016] It is evident that application service devices and application media devices can exchange signaling signals through a signaling interface.

[0017] In one possible design, the application service device detecting whether a terminal device has initiated or received a call service may include: the application service device receiving a called party start event from a telephone server and determining whether the terminal device has initiated or received a call service based on the called party start event; or, the application service device receiving a data channel establishment request message from the terminal device and determining whether the terminal device has initiated or received a call service based on the data channel establishment request message.

[0018] As can be seen, when the terminal device is the called party terminal device, the application service device can determine that the terminal device is receiving the call service based on the called party start event or the data channel establishment request message, thereby establishing a data channel with the terminal device.

[0019] In one possible design, the application server detecting that a terminal device is receiving a call service may include: the application service device receiving a call response message from a telephone server or the terminal device, and determining that the terminal device is receiving a call service based on the call response message.

[0020] In one possible design, the call response message is a 200 OK message.

[0021] In one possible design, the application media device is also used to receive data from the terminal device via a data channel and send the terminal device's data to the application service device. The application service device is also used to receive the terminal device's data, obtain user operation information from the terminal device during data conversion, and send the user operation information from the terminal device to the application media device.

[0022] As can be seen, the application media device is used to provide data channels. Specifically, the data channel between the application media device and the terminal device is used to receive data from the terminal device or send data to the terminal device. The data channel between the application media device and the application service device is used for the application media device to send data from the terminal device to the application service device, or for the application service device to send user operation information from the terminal device to the application media device.

[0023] In one possible design, the application media device is also used to receive user operation information from the terminal device via a data channel.

[0024] As can be seen, application media devices can directly receive user operation information from terminal devices through the data channel between them.

[0025] In one possible design, the application media device is also used to receive data from the terminal device via a data channel and send the terminal device's data to the application service device. The application service device is also used to obtain call start events, call notification messages, or call connection events from the terminal device's data, and send the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

[0026] As can be seen, when the terminal device's data includes a call start event, a call notification message, or a call connection event, the application service device can obtain the corresponding first service page information (i.e., initial service page information) based on the call start event, call notification message, or call connection event, and send the initial service page information to the application media device through the data channel, and then the application media device sends the initial service page information to the terminal device.

[0027] In one possible design, the application service device is used to receive a data channel establishment request message from the terminal device and, in response to the data channel establishment request message, send a data channel establishment instruction message to the application media device.

[0028] It is evident that the data channel establishment instruction message sent by the application service device to the application media device is determined based on the data channel establishment request message from the terminal device.

[0029] In one possible design, the application service device is also used to receive user operation information from the terminal device and send the second business page information corresponding to the user operation information to the application media device.

[0030] As can be seen, when the terminal device interacts with the UI page (or UI), the corresponding user operation information can be sent to the application service device through the data channel. This allows the application service device to obtain the corresponding second business page information based on the user operation information and send the second business page information corresponding to the user operation information to the terminal device through the application media device, so that the terminal device can update the UI page in the call interface.

[0031] In one possible design, the application media device is also used to send page instruction information to the terminal device via a data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the first business page information or the cached UI page.

[0032] As can be seen, after receiving the first service page information, the terminal device can determine whether to directly display the UI page or cache the UI page first based on the page instructions, so that the terminal device can more flexibly implement interactive services during the call.

[0033] In one possible design, the application media device is also used to receive service termination operation information from the terminal device via a data channel, and to send the terminal device's service termination operation information to the application service device. The application service device is also used to send a data channel release instruction message to the application media device, instructing the application media device to release the data channel with the terminal device. The terminal device's service termination operation information indicates the termination of interactive services during the call.

[0034] As can be seen, when a terminal device terminates an interactive service during a call, for example, when a user selects a human customer service representative, the terminal device can send a service termination operation information to the application media device through the data channel. The application media device then sends this service termination operation information to the application service device, which can instruct the application media device to release the data channel between itself and the terminal device, thus avoiding resource waste.

[0035] In one possible design, the application service device is also used to receive a call end event from the telephone server and send a data channel release instruction message to the application media device based on the call end event, instructing the application media device to release the data channel between itself and the terminal device.

[0036] As can be seen, the application service device can also obtain the data channel release instruction message based on the call end event reported by the telephone server, and send the data channel release instruction message to the application media device through the data channel to instruct the application media device to release the data channel and avoid waste of data resources.

[0037] In one possible design, when the application service device detects a call initiated or received by a terminal device, if the terminal device's authentication is successful, it sends a data channel establishment instruction message to the application media device, instructing the application media device to establish a data channel with the terminal device. The terminal device's authentication method may include one or more of the following: access authentication, third-party login authentication, username / password login authentication, or authentication via a device management DM server.

[0038] As can be seen, before the application service device instructs the application media device to establish a data channel with the terminal device, it can verify whether the terminal device is a legitimate device with the corresponding server according to the UE's authentication method, thereby preventing unauthorized users from accessing the system and ensuring the security of the call processing system.

[0039] Secondly, embodiments of this application provide a call processing system, which includes an application service device and an application media device. The application service device, upon detecting a call service initiated or received by a terminal device, establishes a data channel with the terminal device, sends first service page information corresponding to the call service to the terminal device via the data channel, and receives user operation information from the terminal device via the data channel, and then sends the user operation information to the application media device. The application media device receives the user operation information from the application service device, converts the user operation information into audio information, and sends the audio information to the call center via the media channel between the terminal device and the call center.

[0040] As can be seen, the application service equipment in this call processing system includes both control plane and media plane functions. It is mainly used to realize data interaction with terminal devices and control the application media equipment to send audio information to the call center. This allows the original call service to be associated with the interactive data channel service. After the call service is connected, the first service page information (i.e., the initial service page information) is sent to the terminal device through the data channel, so that the terminal device can realize interactive services during the call, which helps to improve the efficiency of the call processing system in processing call services.

[0041] In one possible design, the application media device is also used to connect itself to the media channel when a call is connected, so as to send audio information to the call center through the media channel between the terminal device and the call center. Specifically, the application media device is used to establish a media channel with the call center when a call is connected, and send audio information to the call center through the media channel.

[0042] As can be seen, application media devices can be inserted into the media channel between the terminal device and the call center in a serial manner, which is conducive to realizing the synchronization of interactive services in the data channel and audio playback in the media channel.

[0043] In one possible design, the application service device is used to receive a call start event or call request from the telephone server, and determine whether the terminal device initiates or receives a call service based on the call start event or call request; or the application service device is used to receive a data channel establishment request message from the terminal device, and determine whether the terminal device initiates or receives a call service based on the data channel establishment request message.

[0044] In one possible design, the call request message is the invite message.

[0045] In one possible design, the application service device is used to receive call response messages from a telephone server or terminal device, and determine whether the terminal device will accept the call service based on the call response messages.

[0046] In one possible design, the call response message is a 200 OK message.

[0047] As can be seen, the application service device can detect whether a terminal device has initiated or received a call service based on a call start event reported by the telephone server, or it can detect whether a data channel establishment request message reported by the terminal device has been received.

[0048] In one possible design, the application service device is also used to obtain first service page information corresponding to the call start event; the application service device sends the first service page information to the terminal device through a data channel. Optionally, the application service device can specifically obtain the first service page information corresponding to the called number based on the called number included in the call start event.

[0049] In one possible design, the application service device is also used to obtain the first service page information corresponding to the calling number based on the calling number included in the call initiation event. This design can be used in scenarios where terminal devices receive call services.

[0050] As can be seen, the application service device can obtain the corresponding first service page information based on the call start event and send the corresponding first service page information to the terminal device.

[0051] In one possible design, the application service device is also used to obtain the second business page information corresponding to the user operation information based on the user operation information, and send the second business page information to the terminal device through the data channel.

[0052] As can be seen, the application service device can push the corresponding second business page information to the terminal device based on the user's operation information, so that the terminal device can obtain the UI page corresponding to the user's operation.

[0053] In one possible design, the application service device is also used to send page instruction information to the terminal device via a data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the business page information or to cache the UI page.

[0054] As can be seen, the application service device can send page instruction information to the terminal device to instruct the terminal device to directly display or cache the corresponding UI page.

[0055] In one possible design, the application service device is also used to receive service termination operation information from the terminal device and release the data channel with the terminal device based on the service termination operation information. The service termination operation information from the terminal device indicates the termination of interactive services during the call.

[0056] As can be seen, when a terminal device terminates an interactive service during a call—for example, when a user selects a live agent—the terminal device can send a service termination message to the application service device via the data channel. The application service device can then release the data channel with the terminal device based on this termination message.

[0057] In one possible design, the application service device is also used to receive call end events from the telephone server and release the data channel with the terminal device based on the call end event.

[0058] As can be seen, the application service device can also obtain the data channel release instruction message based on the call end event reported by the telephone server, release the data channel, and avoid the waste of data resources.

[0059] In one possible design, when the application service device detects a call initiated or received by a terminal device, if the terminal device's authentication is successful, it sends a data channel establishment instruction message to the application media device, instructing the application media device to establish a data channel with the terminal device. The terminal device's authentication method may include one or more of the following: access authentication, third-party login authentication, username / password login authentication, or authentication via a device management DM server.

[0060] As can be seen, before the application service device instructs the application media device to establish a data channel with the terminal device, it can verify whether the terminal device is a legitimate device with the corresponding server according to the UE's authentication method, thereby preventing unauthorized users from accessing the system and ensuring the security of the call processing system.

[0061] Thirdly, embodiments of this application provide a call processing method, which can be implemented through interaction between an application service device and an application media device. The application service device has control plane functionality, and the application media device has DC data plane and media plane functionality; that is, the control plane and media plane are separated.

[0062] When the application service device detects that a terminal device has initiated or received a call, it sends a data channel establishment instruction message to the application media device, instructing the application media device to establish a data channel with the terminal device. The application media device receives the data channel establishment instruction message from the application service device, establishes a data channel with the terminal device, and then sends the service page information corresponding to the call to the terminal device through the data channel.

[0063] In one possible design, the application media device receives user operation information from the terminal device, converts the user operation information into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

[0064] In one possible design, the application media device receives data from the terminal device via a data channel and sends the terminal device's data to the application service device. The application service device receives the terminal device's data, obtains the user operation information from the terminal device's data conversion process, and then sends the terminal device's user operation information to the application media device.

[0065] In one possible design, the application media device receives user operation information from the terminal device via a data channel.

[0066] In one possible design, when the application service device detects that a call service has been connected, it sends the first service page information to the application media device; correspondingly, the application media device receives the first service page information.

[0067] In one possible design, the application media device receives data from the terminal device via a data channel and sends the terminal device's data to the application service device; correspondingly, the application service device receives the terminal device's data. The application service device obtains the call start event, call notification message, or call connection event from the terminal device's data and sends the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

[0068] In one possible design, the application service device receives a data channel establishment request message from the terminal device and, in response to the data channel establishment request message, sends a data channel establishment instruction message to the application media device.

[0069] In one possible design, the application service device receives user operation information from the terminal device and sends the second service page information corresponding to the user operation information to the application media device.

[0070] In one possible design, the application media device sends page instruction information to the terminal device through a data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the first business page information or the cached UI page.

[0071] Fourthly, embodiments of this application provide another call processing method, which can be implemented by interaction between an application service device and an application media device.

[0072] When the application service device detects that a terminal device has initiated or received a call, it establishes a data channel with the terminal device. Through this data channel, it sends the first service page information corresponding to the call to the terminal device and receives user operation information from the terminal device, which it then sends to the application media device. The application media device receives the user operation information from the application service device, converts it into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

[0073] In one possible design, the application media device connects itself to the media channel when a call service is connected.

[0074] In one possible design, the application service device receives a call start event from the telephone server and determines whether the terminal device initiates or receives a call service based on the call start event; or, the application service device receives a data channel establishment request message from the terminal device and determines whether the terminal device initiates or receives a call service based on the data channel establishment request message.

[0075] In one possible design, the application service device obtains the first service page information corresponding to the call start event and sends the first service page information to the terminal device through the data channel.

[0076] In one possible design, the application service device obtains the first service page information corresponding to the called number based on the called number included in the call start event.

[0077] In one possible design, the application service device obtains the first service page information corresponding to the calling number based on the calling number included in the call initiation event. This design can be used in scenarios where terminal devices receive call services.

[0078] In one possible design, the application service device obtains the second service page information corresponding to the user operation information based on the user operation information, and sends the second service page information to the terminal device through the data channel.

[0079] In one possible design, the application service device sends page instruction information to the terminal device through a data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the business page information or to cache the UI page.

[0080] Fifthly, embodiments of this application provide a call processing apparatus that has the function of implementing the call processing method provided in the third aspect. This function can be implemented in hardware or by hardware executing corresponding software. The hardware or software includes one or more modules corresponding to the aforementioned function.

[0081] Sixthly, embodiments of this application provide a call processing apparatus that has the function of implementing the call processing method provided in the fourth aspect. This function can be implemented in hardware or by hardware executing corresponding software. The hardware or software includes one or more modules corresponding to the aforementioned function.

[0082] In a seventh aspect, embodiments of this application provide a computer-readable storage medium comprising a program or instructions that, when executed on a computer, cause the computer to perform some or all of the methods in the third aspect or any possible implementation thereof.

[0083] Eighthly, embodiments of this application provide a computer-readable storage medium including a program or instructions that, when executed on a computer, cause the computer to perform some or all of the methods in the fourth aspect or any possible implementation of the fourth aspect.

[0084] Ninthly, embodiments of this application provide a chip or chip system including at least one processor and an interface, the interface and at least one processor being interconnected via a circuit, the at least one processor being configured to run a computer program or instructions to perform some or all of the methods described in the third aspect or any possible implementation of the third aspect.

[0085] In a tenth aspect, embodiments of this application provide a chip or chip system including at least one processor and an interface, the interface and at least one processor being interconnected via a circuit, the at least one processor being configured to run a computer program or instructions to perform some or all of the methods described in the fourth aspect or any possible implementation of the fourth aspect.

[0086] The interfaces in the chip can be input / output interfaces, pins, or circuits, etc.

[0087] The chip system mentioned above can be a system on chip (SOC) or a baseband chip, etc. The baseband chip can include processors, channel encoders, digital signal processors, modems and interface modules, etc.

[0088] In one possible implementation, the chip or chip system described above in this application further includes at least one memory storing computer instructions. The memory can be an internal storage unit of the chip, such as a register or cache, or it can be a storage unit of the chip itself (e.g., read-only memory, random access memory, etc.).

[0089] Eleventhly, embodiments of this application provide a computer program or computer program product, including code or instructions, which, when executed on a computer, cause the computer to perform part or all of the methods in the third aspect or any possible implementation of the third aspect.

[0090] In a twelfth aspect, embodiments of this application provide a computer program or computer program product, including code or instructions, which, when run on a computer, cause the computer to perform some or all of the methods in the fourth aspect or any possible implementation of the fourth aspect.

[0091] In a thirteenth aspect, embodiments of this application provide a call processing apparatus, including a processor and a memory, wherein computer instructions are stored in the memory, and the processor invokes the computer instructions to cause the call processing apparatus to execute part or all of the method processes described above.

[0092] In one possible design, the call processing unit is an application service device.

[0093] In one possible design, the call processing device is an application media device. Attached Figure Description

[0094] To more clearly illustrate the technical solutions in the embodiments of this application, the accompanying drawings used in the embodiments will be briefly described below.

[0095] Figure 1 This is a schematic diagram of the structure of a call processing system provided in an embodiment of this application;

[0096] Figure 2a This is a schematic diagram of the structure of a plug-in terminal provided in an embodiment of this application;

[0097] Figure 2b This is a schematic diagram of another plug-in terminal provided in an embodiment of this application;

[0098] Figure 3 This is a schematic diagram of the structure of a native terminal provided in an embodiment of this application;

[0099] Figure 4a This is a schematic diagram of another call processing system provided in an embodiment of this application;

[0100] Figure 4b This is a schematic diagram of another call processing system provided in an embodiment of this application;

[0101] Figure 4c This is a schematic diagram of another call processing system provided in an embodiment of this application;

[0102] Figure 5A flowchart illustrating a call processing method provided in an embodiment of this application;

[0103] Figure 6 A schematic diagram of an interactive service processing flow during a call, provided as an embodiment of this application;

[0104] Figure 7 A schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application;

[0105] Figure 8 A flowchart illustrating another call processing method provided in an embodiment of this application;

[0106] Figure 9 A schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application;

[0107] Figure 10 A schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application;

[0108] Figure 11 This is a schematic diagram of the structure of a call processing device provided in an embodiment of this application;

[0109] Figure 12 This is a schematic diagram of a call processing device provided in an embodiment of this application. Detailed Implementation

[0110] The technical solutions in the embodiments of this application will now be described with reference to the accompanying drawings.

[0111] In the embodiments of this application, the terms "exemplary" or "for example" are used to indicate that something is an example, illustration, or description. Any embodiment or design that is described as "exemplary" or "for example" in the embodiments of this application should not be construed as being more preferred or advantageous than other embodiments or design. Specifically, the use of the terms "exemplary" or "for example" is intended to present the relevant concepts in a specific manner.

[0112] In embodiments of this application, the terms "second" and "only" are used for descriptive purposes and should not be construed as indicating or implying relative importance or implicitly specifying the number of indicated technical features. Thus, a feature defined with "second" or "only" may explicitly or implicitly include one or more of that feature. In the description of this application, unless otherwise stated, "multiple" means two or more.

[0113] In this application, the term "at least one" means one or more, and the term "multiple" means two or more. For example, multiple messages refer to two or more messages.

[0114] It should be understood that the terminology used in the description of the various examples herein is for the purpose of describing particular examples only and is not intended to be limiting. As used in the description of the various examples and the appended claims, the singular forms “a” and “the” are intended to include the plural forms as well, unless the context clearly indicates otherwise.

[0115] It should also be understood that the term "and / or" as used herein refers to and covers any and all possible combinations of one or more of the associated listed items. The term "and / or" describes an association between related objects, indicating that three relationships can exist; for example, A and / or B can represent: A alone, A and B simultaneously, or B alone. Additionally, the character " / " in this application generally indicates that the preceding and following related objects are in an "or" relationship.

[0116] It should also be understood that, in the various embodiments of this application, the sequence number of each process does not imply the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiments of this application.

[0117] It should be understood that determining B based on A does not mean determining B solely based on A; B can also be determined based on A and / or other information.

[0118] It should also be understood that the term “comprising” (also referred to as “includes”, “including”, “comprises” and / or “comprising”) as used in this specification specifies the presence of the stated features, integers, steps, operations, elements, and / or components, but does not exclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and / or groups thereof.

[0119] The technical solutions in the embodiments of this application will now be described with reference to the accompanying drawings.

[0120] Telecommunication network call centers based on IP multimedia sub-system (IMS) have been widely used in telecommunications, banking, insurance, and consumer industries, and are generally referred to as automated agents, customer centers, or customer service hotlines.

[0121] On the one hand, interactive voice response (IVR), as a voice platform for customer service hotlines, can provide multi-level voice menus, answering calls through pre-recorded or synthesized voice, thus providing customers with voice menu navigation when a call comes in. However, when mobile users use IVR voice navigation services, they need to carefully listen to or even listen to the voice navigation again to select the correct button options, leading to call processing delays and reducing the efficiency of customer service hotlines.

[0122] On the other hand, call centers / customer service hotlines have introduced voice-based customer service, which is based on automatic speech recognition (ASR) technology. This technology uses artificial intelligence (AI) to recognize speech and then conduct business interactions based on the recognition results. However, due to regional dialects, accents, speaking habits, and unique industry terminology, the accuracy of voice recognition in voice-based customer service is relatively low, thus reducing the accuracy and efficiency of processing.

[0123] On the other hand, mobile users can also use terminal devices with interactive service functions to implement IMS session service processes based on 3GPPTS 24.229, and achieve interactive processes supporting audio / video / fax / text through session initiation protocol offer answer (SIP OA). The terminal devices also support dual-tone multi-frequency (DTMF) playback and digit receiving. However, the interactive operations of users making calls on terminal devices rely on each manufacturer's terminals to implement according to standard specifications. If new features / functions are added, standard specifications need to be established first, and then terminal manufacturers need to develop and undergo network access certification, resulting in long implementation cycles and dependence on multiple terminal manufacturers.

[0124] To address the aforementioned issues, embodiments of this application provide a call processing system capable of handling interactive services during calls, thereby improving the efficiency of the call processing system in processing interactive services (such as customer service hotline services). It is understood that the interactive services during calls described in these embodiments include the IMS session service flow of 3GPP TS24.229, where IMS supports interactive services via SIP OA negotiation, allowing interaction through audio / video / fax / text, etc.

[0125] The call processing system provided in this application includes an application service device, an application media device, a content server (CS), a telephone application server (TAS), a call control server, a session border controller (SBC) device, a call center, and a terminal device.

[0126] Among them, the application service device can be an enhanced calling application server (ECS-AS), the application media device can be an enhanced calling media (ECM) device, and the call control server can be a call session control function (CSCF) device.

[0127] ECS-AS is used to provide interactive services during calls and is a newly added logical device in the call processing system. It can be added as a standalone logical device or merged with a multimedia telephony application server (IMS, MMTEL AS) (i.e., the functionality of ECS-AS is integrated into MMTEL AS); this embodiment does not limit this. The interaction method between ECS-AS and different terminal devices varies. For example, when interacting with a plug-in terminal, ECS-AS directly establishes a data channel (DC) with the plug-in terminal to transmit interactive service content. ECS-AS can also control ECM to provide DTMF playback functionality. As another example, when interacting with a native terminal, ECS-AS controls ECM to establish a data channel with the native terminal to transmit interactive service content.

[0128] The ECM is used to establish a data channel with the terminal device under the control of the ECS-AS, or to provide DTMF playback functionality. The ECS-AS and ECM can be deployed on the same physical device or on different physical devices; this embodiment does not impose such a limitation. When the ECS-AS and ECM are deployed on different physical devices, the control protocol between them can be either the Media Gateway Control Protocol (H.248) or the Hypertext Transfer Protocol (HTTP).

[0129] The CS (Client / Server) is used to store data related to interactive services. For example, the CS stores user interface (UI) page elements and control files. The CS can be deployed on the same physical device as the ECS-AS, or it can be deployed on a separate physical device. When the CS is deployed on a separate physical device, its address can be included in the Uniform Resource Locator (URL) address message sent by the ECS-AS to the terminal device to inform the terminal device of the CS address; alternatively, the CS address can also be included in the message sent by the device management (DM) server to the terminal device. This embodiment does not impose any limitations on this.

[0130] The TAS is used to provide voice and multimedia services to terminal devices and supports various mainstream telecommunications network protocols, such as SIP and Intelligent Network Application Protocol (INAP). In this embodiment, the ECS-AS can subscribe to call events from the TAS. When the TAS receives the INVITE call signaling (which can be called an invite message), it can report the call start event to the ECS-AS.

[0131] The CSCF is the call control center of the IMS core, which can implement functions such as user access, authentication, session routing, and service triggering on the IP transport platform. The CSCF can include serving CSCFs (S-CSCFs) and interrogating CSCFs (I-CSCFs).

[0132] The SBC can be deployed between the access network and the core network, providing boundary control functions between the access network and the IMS core network, as well as between the IMS core networks. It can provide access control, quality of service (QoS) control, and firewall traversal functions. The call processing system in this embodiment includes a calling SBC and a called SBC (also called a called media resource function (MRF)). The calling SBC serves the calling device, and the called SBC serves the called device. The SBC may include the functionality of a proxy CSCF (P-CSCF), meaning the P-CSCF can be deployed within the SBC.

[0133] Call centers utilize features such as IVR (Information and Control Viewer) to handle a large volume of inbound and outbound calls, as well as service operations. In other words, a call center is a service organization located in a relatively centralized location, staffed by a group of service personnel, that typically uses computer communication technology to process inquiries from businesses and customers.

[0134] Terminal equipment can also be called user equipment (UE). Terminal equipment can be mobile phones, tablets, computers with wireless transceiver capabilities, virtual reality (VR) terminals, augmented reality (AR) terminals, vehicles, wireless terminals in industrial control, wireless terminals in self-driving cars, wireless terminals in smart cities, etc.

[0135] In one example, see Figure 1 , Figure 1 This is a schematic diagram of a call processing system provided in an embodiment of this application. The call processing system includes an application service device 101, a call control server 102 (including S-CSCF / I-CSCF), a boundary session control device 103 (including P-CSCF), an application media device 104, and a terminal device 105.

[0136] The network-side architecture of this call processing system adopts a model that separates data channel (DC) service capabilities, DC communication negotiation capabilities, and DC media capabilities. The DC service capabilities are responsible for receiving data content from applications or terminal devices and performing related logical processing, and can be integrated into systems such as... Figure 1 The application service device shown. DC communication negotiation capabilities include the SIP OA negotiation process, which can be integrated into, for example, Figure 1 The VoLTE (Voice over LTE) AS or VoNR (Voice over New Radio, VoNR) AS shown can be deployed in MMTEL AS. DC media capabilities are integrated into the application media device to enable voice services and DC data services between the device and the terminal, such as... Figure 1 As shown.

[0137] Specifically Figure 1 The MMTEL AS can be set in the application service device 101, that is... Figure 1The application service device 101 shown integrates DC service capabilities and DC communication negotiation capabilities, enabling the control plane functions of the call processing system. Optionally, the MMTEL AS can also be separated from the application service device and installed in a separate device to implement DC communication negotiation capabilities. The application media device 104 provides DC media capabilities, meaning that the application media device 104 can implement the media plane functions of the call processing system. For example, the application media device 104 establishes data and media channels with the terminal device, sending DC service data to the terminal device through the data channel and multimedia data to the terminal device through the media channel. The application service device 101 can control the data channel of the application media device 104 to transmit DC service data and control the media channel to transmit multimedia data through the signaling interface. The terminal device 105 includes an audio / video protocol stack, a DC protocol stack, and a web engine, meaning that the terminal device can perform calls and interactive services during the call.

[0138] In one implementation, the terminal device described in this application embodiment is a plug-in terminal. Figure 2a The plug-in terminal shown may include modules such as an enhanced calling engine, an operating system, a telephony management application, and a coprocessor (CP). Figure 2a In the terminal shown, the telephone management application can invoke enhanced calling; that is, the telephone management application and the enhanced calling engine APP can be launched simultaneously, working together to implement the calling service provided in this embodiment. The enhanced calling engine APP and the telephone management application run on the terminal's application processor (AP). The coprocessor CP, also known as a baseband chip plus coprocessor or multimedia accelerator, can enhance multimedia functions. Figure 2a The CP in the system supports SIP, Session Description Protocol (SDP), and Real-Time Transport Protocol (RTP). Through these protocols, terminal devices can initiate, modify, or terminate interactive multimedia sessions, thereby enabling interactive services during calls. Figure 2a The Enriched Calling engine in the framework can provide corresponding functionality as a standalone app. This Enriched Calling engine can include a DC UI and a web engine. The web engine is used to parse the UI page, and the DC UI is used to display the UI page parsed by the web engine.

[0139] Figure 2bThis is a schematic diagram of another plug-in terminal provided in an embodiment of this application. Figure 2b The EnrichedCalling engine in the system can directly provide functionality as a system service within the terminal (e.g., through a native software development kit (SDK)). Figure 2b It also includes DC UI and web engine, used to implement and Figure 2a The DC UI and web engine functions shown are similar and will not be described in detail here.

[0140] in, Figure 2a and Figure 2b In the plug-in terminal shown, the DC protocol stack of the SDK solution can include, but is not limited to, Stream Control Transmission Protocol (SCTP), Datagram Transport Layer Security (DTLS), and User Datagram Protocol (UDP). These protocols can be negotiated via WebSocket in the AP, for example, negotiating the port numbers and Internet Protocol (IP) addresses of the sender and receiver to establish an IP connection. Optionally, the plug-in terminal device can also support other protocol stacks (such as HTTP), which is not limited in this embodiment.

[0141] In another implementation, the terminal device described in this application embodiment is a native terminal. Please refer to... Figure 3 Unlike plug-in terminals, native terminals are DCMTSI (Data Channel Multimedia Telephony Service for IMS) clients that do not require an Enriched Calling engine and comply with the 3GPP TS26.114-g52 and later versions of the protocol standard. A native terminal includes an application processor (AP) and a coprocessor (CP). The application processor can run telephony management applications, call UI applications, and DC services. When the telephony management application makes or receives a call, a data channel is negotiated and established through SIP signaling on the CP. The native terminal's DC protocol stack includes, but is not limited to, protocols such as SCTP / DTLS / UDP, which can be negotiated through SIP in the CP (i.e., no built-in WebSocket is required).

[0142] Among them, Figure 1In the call processing system shown, taking a plug-in terminal as an example, a data channel is established between the plug-in terminal and the application media device, meaning that the DC media capability / data channel establishment terminates at the application media device. The application media device sends data from the data channel (such as data sent from the terminal device to the application media device via the data channel) to the application service device through a signaling interface. The application service device identifies the data in the data channel and controls the execution of DC services, for example, instructing the application media device to send the corresponding UI page content to the terminal device via the data channel. Similarly, when the terminal device is a native terminal, a data channel is also established between the native terminal and the application media device, meaning that the DC media capability / data channel establishment terminates at the application media device.

[0143] The following is about Figure 1 The functions of the application service equipment, application media equipment, and terminal equipment in the call processing system are described in detail, as well as the connection relationships between the equipment and the data / signaling flow between the equipment.

[0144] Application service equipment is used to implement DC service capabilities and DC communication negotiation capabilities, and can be regarded as the control plane equipment of the call processing system; application media equipment is used to implement DC media capabilities and establish data channels, and can be regarded as the media plane equipment of the call processing system. In other words, Figure 1 The control plane and media plane are separated in the call processing system. Application service devices and application media devices can be connected via a signaling interface, and a data channel is established between the application media devices and terminal devices, such as... Figure 1 As shown.

[0145] In one implementation, the application service device sends a data channel establishment instruction message to the application media device when it detects that a terminal device has initiated or received a call service, instructing the application media device to establish a data channel with the terminal device. The application media device receives the data channel establishment instruction message from the application service device, establishes a data channel with the terminal device, and sends first service page information corresponding to the call service to the terminal device through the data channel.

[0146] If the application service device can subscribe to call events from the Telephone Server (TAS), it can detect when a terminal device initiates or receives a call. This detection includes two scenarios:

[0147] Scenario 1: The application service device receives a call start event from the telephone server and determines whether the terminal device initiates or receives a call service based on the call start event.

[0148] For example, when an application service device receives a call start event from the TAS, the specific triggering method is as follows: A user makes a call, the terminal device sends an INVITE call signaling message to the CSCF of the calling IMS core, the CSCF forwards the INVITE call signaling message to the TAS, and the TAS reports a call start event to the application service device. Correspondingly, the application service device receives the call start event and determines that the terminal device is initiating a call service based on it.

[0149] Scenario 2: The application service device receives a data channel establishment request message from the terminal device and determines whether the terminal device initiates or receives a call service based on the data channel establishment request message.

[0150] For example, when a user makes a phone call, the operating system within the terminal device can notify the Enriched Calling engine to initiate the call. The Enriched Calling engine can then send a data channel establishment request message to the ECS-AS. Correspondingly, upon receiving the data channel establishment request message, the ECS-AS determines that the terminal device is initiating a call service based on the message.

[0151] In one implementation, the application service device is further configured to receive a data channel establishment request message from the terminal device and, in response to the data channel establishment request message, send a data channel establishment instruction message to the application media device.

[0152] The application service device can also send a data channel establishment instruction message to the application media device based on the data channel establishment request message from the terminal device, instructing the application media device to establish a data channel with the terminal device. Correspondingly, upon receiving the data channel establishment instruction message, the application media device establishes a data channel with the terminal device.

[0153] Optionally, before the application service device detects that a terminal device has initiated a call and sends a data channel establishment instruction to the application media device, it can also perform authentication on the terminal device. The authentication method described in this embodiment can include two-way authentication from the calling side to the called side, or one-way authentication from the terminal device to the application service device. Specifically, the authentication method for the terminal device includes one or more of the following: access authentication, third-party login authentication, username / password login authentication, or authentication through a device management DM server.

[0154] 1. Access authentication: Applicable to, for example Figure 2b The terminal device implemented using the SDK shown, or as... Figure 3The example shown is a Native terminal. For instance, the system services of a Native terminal can utilize the IMS generic bootstrapping architecture (GBA) to achieve two-way authentication between the calling and called sides.

[0155] 2. Third-party login authentication: Applicable to, for example Figure 2a The illustrated method demonstrates the implementation of an app integration on a terminal device. For example, the app on the terminal device authenticates through the operator's gateway, allowing the user to authorize their own phone number with a single click, completing one-way authentication from the terminal device to the application service device. This third-party login authentication method based on the user's own phone number avoids the need to deploy a new account server and manage a username and account system, thus simplifying the implementation process.

[0156] 3. Username / password login authentication: Applicable to, for example Figure 2a The illustrated APP integration method enables terminal devices to perform one-way authentication from the terminal device to the application service device by entering a username and password.

[0157] 4. Deploy a device management server, suitable for Figure 2a , Figure 2b and Figure 3 The terminal device shown is integrated with the system service / APP. The authentication method used is similar to that of the fifth generation (5G). th Generation (5G) messages are used to obtain authentication tokens from the DM server, enabling one-way authentication from the terminal device to the application service device.

[0158] Once the terminal device is authenticated, the application service device determines that the terminal device is legitimate and sends a data channel establishment instruction message to the application media device, instructing the application media device to establish a data channel with the terminal device. Correspondingly, the application media device receives the data channel establishment instruction message, thereby establishing a data channel with the terminal device. This data channel can be an IMS data channel used to transmit data related to interactive services during the call. For example, the application media device sends a UI page corresponding to the call service to the terminal device through the data channel, allowing the terminal device to display this UI page on the call interface for user interaction and browsing.

[0159] In one implementation, the application media device is further used to receive user operation information from the terminal device, convert the user operation information into audio information, and send the audio information to the call center through the media channel between the terminal device and the call center. The audio information described in this embodiment includes DTMF signals. For example, the application media device can convert user operation information into DTMF signals and send the DTMF signals to the call center in-band. According to the protocol standard, the IMS session service process based on 3GPP TS24.229 can support audio / video / fax / text interaction through SIP OA negotiation, and supports DTMF playback and digit receiving. That is, the application media device generates audio information based on user operations and sends the audio information to the call center, which can realize the synchronization of interactive services in the data channel and DTMF playback in the media channel.

[0160] Optionally, to synchronize interactive services in the data channel with DTMF playback in the media channel, the application media device can establish a media channel with the call center and send audio information to the call center through this media channel. Specifically, when a call is connected, a media channel is established between the terminal device and the call center. For example, a media channel is established between the terminal device and the calling SBC, between the calling SBC and the called IMS core, and between the called IMS core and the call center. This media channel enables voice communication between the terminal device and the call center. Based on this, the application media device can connect itself to the media channel between the terminal device and the call center. For example, the application media device establishes a media channel with the calling SBC and a media channel with the called IMS core, thereby establishing a media channel with the call center, through which audio information can be sent to the call center.

[0161] In one implementation, the application service device is further configured to send first service page information to the application media device when it detects that a call service (call) has been connected. The application media device is also configured to receive the first service page information.

[0162] When the application service device detects that a call has been connected, it can include the following two scenarios:

[0163] Scenario 1: The application service device receives a call connection event from the telephone server and determines that the terminal device's call service is connected based on the call connection event.

[0164] For example, the call center sends a 200 OK (or simply 200) message to the called party's IMS core, indicating that the call center has started playing audio. The called party's IMS core sends a 200 message to the calling party's IMS core, and the CSCF in the calling party's IMS core sends a 200 message to the TAS. The TAS receives the 200 message from the CSCF, confirming that the call center has started playing audio, and the TAS can then send a call connection event to the application service device. Correspondingly, the application service device receives the call connection event from the TAS, thus confirming that the call service between the terminal device and the call center is connected.

[0165] Scenario 2: The application service device receives a call notification message from the terminal device and determines that the call service of the terminal device is connected based on the call notification message.

[0166] For example, the call center sends a 200 message to the called party's IMS core, indicating that the call center has started playing audio. The called party's IMS core sends a 200 message to the calling party's IMS core, the CSCF in the calling party's IMS core sends a 200 message to the TAS, and the TAS sends a 200 message to the terminal device. Upon receiving the 200 message from the TAS, the terminal device confirms that the call center has started playing audio and can then send a call notification message to the application service device. Correspondingly, the application service device receives the call notification message from the terminal device, thus confirming that the call service between the terminal device and the call center has been established.

[0167] In this embodiment, after confirming that a call service is connected, the application service device sends the first service page information to the application media device. The first service page information can be the initial service page information corresponding to the call service. For example, if the call service initiated by the terminal device is the terminal device dialing the operator's customer service hotline, then the application service device, upon detecting that the terminal device is dialing the operator's customer service hotline, can obtain the first service page information corresponding to that operator's customer service hotline service.

[0168] The first business page information includes UI page elements and control files. UI page elements refer to all page elements that constitute the UI page, including but not limited to text, text boxes, images, and videos. For example, the UI page described in this embodiment can be a Hypertext Markup Language 5.0 (HTML5) page, where text boxes, images, videos, and other elements constituting the entire HTML5 page are all called UI page elements. Control files refer to JavaScript scripts (JS scripts) that can edit the UI page. The JS script includes the UI page rendering rules, the display position of UI page elements, and the address or identifier of the next-level UI page pointed to by the UI page element. For example, UI page 1 includes a UI page element that points to a specific UI page. When the user clicks on this UI page element, the terminal device can determine the address or identifier of the next-level UI page pointed to by the UI page element based on the JS script, thereby displaying the next-level UI page on the display interface.

[0169] As can be seen, by combining UI page elements and control files, the terminal device can display UI pages on its display interface and provide interactive operations to the user based on the control files. The first service page information described in this embodiment may include UI page elements of multiple UI pages, as well as the control files for each UI page.

[0170] Optionally, the first business page information may also include the URLs of UI page elements and control files. That is, the first business page information does not directly include the HTML5 page, but rather its URL. When the terminal device receives the HTML5 page's URL, it can determine the content server storing the HTML5 page and JS scripts based on that URL, and retrieve the HTML5 page and JS scripts from the corresponding content server via a data channel.

[0171] In one implementation, the application media device is further configured to receive data from the terminal device via a data channel and send the terminal device's data to the application service device. The application service device is further configured to receive the terminal device's data, obtain call start events, call notification messages, or call connection events from the terminal device's data, and send the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

[0172] The application service device parses the data received from the terminal device to obtain call start events, call notification messages, or call connection events. Furthermore, based on these events, the application service device can retrieve the corresponding first service page information. For example, a call start event typically includes the calling and called numbers; the application service device can then retrieve the corresponding first service page information based on either the calling or called number. After retrieving this information, the application service device can send it to the application media device. As another example, if the application service device receives a call connection event and confirms that the call center has started playing the initial connection ringtone, it can retrieve the initial HTML5 page.

[0173] Optionally, after obtaining the first service page information, the application media device can send the first service page information to the terminal device through a data channel. Correspondingly, the terminal device receives the first service page information and downloads the actual service page resources according to the page requirements. For example, the terminal device receives the URL address of the initial page and retrieves the initial page and JS script from the corresponding content server based on the URL address. After the call is connected, the terminal device can display the initial page on the call interface. In this embodiment, when the application service device detects that the call is connected, the terminal device displays an HTML5 page on the call interface. Therefore, if the call between the terminal device and the call center has not yet been confirmed after the terminal device receives the first service page information, the terminal device can cache the first service page information first, i.e., it will not display the HTML5 page.

[0174] Optionally, after detecting that a call has been connected, the application service device can also send page instruction information to the application media device. Correspondingly, the application media device receives the page instruction information from the application service device and sends it to the terminal device via a data channel. This page instruction information instructs the terminal device to display the UI page corresponding to the first service page information or a cached UI page. For example, if the terminal device has received and cached the first service page information in advance, when the call is connected, the application media device sends page instruction information to the terminal device to instruct it to display the initial HTML5 page. Then, the terminal device can display the initial HTML5 page on its display interface.

[0175] In one implementation, the application media device is further configured to receive data from the terminal device via a data channel and send the terminal device's data to the application service device. The application service device is also configured to receive the terminal device's data, obtain user operation information of the terminal device during data conversion, and send the user operation information of the terminal device to the application media device.

[0176] In this scenario, due to the separation of the control plane and the media plane, the application media device can receive data from the terminal device via the data channel. In this case, the application media device acts as a data relay, sending the terminal device's data to the application service device. The application service device receives the terminal device's data, parses and processes it to obtain the terminal device's user operation information. The application service device then sends the terminal device's user operation information back to the application media device. For example, the terminal device sends user operation information to the ECM via the data channel, but the ECM cannot recognize the received data as user operation information. The ECM can then send the terminal device's data to the ECS-AS, where the ECS-AS parses the terminal device's data, obtains the terminal device's user operation information, and sends it to the application media device.

[0177] User operation information refers to information derived from user input on the UI page of a terminal device. In other words, user operation information is used to instruct the user on the UI page of the terminal device. User operation information may include, but is not limited to, user clicks, swipes, or entered strings on the UI page.

[0178] Optionally, the application media device is also used to receive user operation information from the terminal device via a data channel. The format of the user operation information sent by the terminal device to the application media device via the data channel differs from the format of the user operation information sent by the application service device to the application media device. Specifically, the format of the user operation information sent by the terminal device to the application media device via the data channel is based on a custom encoding format over WebSocket; the format of the user operation information sent by the application service device to the application media device is based on a RESTful JSON format, an H.248 text format, or a BIN format. Therefore, the formats of the user operation information from the two data sources are different.

[0179] In one implementation, the application service device is also used to receive user operation information from the terminal device and send the second business page information corresponding to the user operation information to the application media device.

[0180] After obtaining user operation information, the terminal device can send the user operation information to the application media device through the data channel. The application media device can then forward the user operation information to the application service device. Correspondingly, the application service device receives the user operation information from the terminal device, parses it, and obtains the corresponding second business page information. For example, if the user operation information received by the application service device is that the user clicked "1. Business Query" on the UI page, the application service device will parse it and determine the second business page information corresponding to "1. Business Query".

[0181] After obtaining the second service page information corresponding to the user's operation information, the application service device sends the second service page information to the application media device. The application media device then sends the second service page information to the terminal device via a data channel. Correspondingly, the terminal device receives the second service page information and displays the corresponding UI page on the call interface.

[0182] Optionally, the user's actions on the UI page of the terminal device can be a cyclical process, meaning the user can perform multiple actions on the UI page. Correspondingly, the terminal device can acquire each action performed by the user on the UI page and generate corresponding user action information, sending multiple user action information messages to the application media device via a data channel. These multiple user action information messages can correspond to multiple second-level business page messages, or they can correspond to a single second-level business page message. When multiple user action information messages correspond to a single second-level business page message, it means that the single second-level business page message includes the UI page elements and control files of multiple UI pages. In this case, the terminal device can acquire the UI page elements and control files of the specific UI page corresponding to the user's action.

[0183] In one implementation, if the terminal device no longer uses the interactive services during a call—for example, if the user chooses to transfer to a live agent—the terminal device can send a service termination operation message to the application media device via the data channel, releasing the data channel. This service termination operation message indicates the termination of the interactive services during the call. Correspondingly, the application media device receives the service termination operation message from the terminal device and forwards it to the application service device. Based on the service termination operation message, the application service device determines that the user is no longer using the data channel and sends a data channel release event to the application media device, instructing it to release the data channel. In this example, when the user transfers to a live agent, the media channel between the terminal device and the call center remains connected. The application media device can send a switching playback message to the media channel based on the service termination operation message; the call center receives this message and transfers the user to a live agent.

[0184] Optionally, if the terminal device no longer uses interactive services during the call, for example, when the user hangs up, the terminal device can send a BYE signaling message to the calling IMS core. The calling IMS core then forwards the BYE signaling message to the telephone server. Upon receiving the BYE signaling message and confirming that the user has hung up, the telephone server can send a call termination event to the application service device. Correspondingly, the application service device receives the call termination event and generates a data channel release instruction message based on it, instructing the application media device to release the data channel. In this case, since the user has hung up, the media channel between the terminal device and the call center can also be released. The application service device can also send a media channel release instruction message to the application media device, instructing the application media device to release the media channel between itself and the call center.

[0185] Please see Figure 4a , Figure 4a This is a schematic diagram of another call processing system provided in an embodiment of this application. The call processing system includes a terminal device 401a, a first SBC 402, an ECS-AS / CS 403, a TAS 404, a CSCF 405, an ECM 406, a second SBC 407, and a call center 408. Figure 4a In the call processing system shown, terminal device 401a is a plug-in terminal, that is, terminal device 401a can be, for example, Figure 2a or Figure 2b The plug-in terminal shown is an example of a terminal that can be initiated by a call event triggered by the terminal's operating system (OS). The UI page can be displayed on the terminal's call interface either as a floating window or by directly overlaying the call interface, and interactive operations are provided through an Enriched Calling engine. The UI page described in this embodiment can also be referred to as a business page, an HTML5 page, or a visual menu; all these terms actually represent the UI page that carries the interactive services during the call described in this embodiment.

[0186] in, Figure 4a A media channel and a data channel are established between the terminal device 401a and the first SBC 402, such as Figure 4a As shown. Additionally, the signaling interface between terminal device 401a and the first SBC 402 can be negotiated based on the SIP protocol. Terminal device 401a also establishes a data channel with ECS-AS / CS 403 for transmitting data related to interactive services. The first SBC 402 serves terminal device 401a.

[0187] Each device establishes its own media or data channel, or negotiates signaling through a signaling interface. For example, ECS-AS / CS 403 and TAS 404 negotiate signaling via a signaling interface, based on the HTTP or H.248 protocol. Similarly, ECS-AS / CS 403 and ECM 406 negotiate signaling via a signaling interface, also based on the HTTP or H.248 protocol. Furthermore, TAS 404 and CSCF 405, CSCF 405 and the first SBC 402, and CSCF 405 and the second SBC 407, respectively, negotiate signaling via a signaling interface, all based on the SIP protocol. Finally, a media channel is established between ECM 406 and the first SBC 402, and between ECM 406 and the second SBC 407; this media channel is used for transmitting multimedia services over RTP. For example, a media channel is established between the second SBC 407 and the call center 408 for transmitting multimedia audio and video; the second SBC 407 and the call center 408 also negotiate signaling based on the SIP protocol through a signaling interface.

[0188] Figure 4a In the call processing system shown, the first SBC 402 can be considered the calling SBC, and the second SBC 407 can be considered the called SBC. The calling and called roles are relative, and the second SBC 407 provides services to the call center. If the terminal device 401a and the call center 408 are located in the same IMS network, then the first SBC 402 and the second SBC 407 can be the same device.

[0189] Alternatively, ECS-AS / CS 403 and ECM 406 can also be combined into one device, for example, combined into one application server. This embodiment does not limit this.

[0190] Please see Figure 4b , Figure 4b This is a schematic diagram of another call processing system provided in an embodiment of this application. Figure 4b and Figure 4a Similar to these, there are SBC 402 (first SBC), ECS-AS / CS 403, TAS 404, CSCF 405, ECM 406, SBC 407 (second SBC), and call center 408. However, they differ from... Figure 4a , Figure 4b Terminal device 401b is a native terminal, meaning that terminal device 401b can be, for example, Figure 3 The Native terminal shown.

[0191] in, Figure 4bA media channel and a data channel are also established between the terminal device 401b and the first SBC 402, and signaling negotiation is performed based on the SIP protocol through the signaling interface, such as... Figure 4b As shown. Distinguished from Figure 4a The connection relationship in Figure 4b There is no data channel between terminal device 401b and ECS-AS / CS 403, but a data channel is established between terminal device 401b and ECM 406 for implementation. Figure 4a The data channel function between the terminal device 401a and ECS-AS / CS 403 described herein. Figure 4b The ECS-AS / CS 403 and ECM 406 can also be combined into one device, for example, combined into one application server. When ECS-AS / CS 403 and ECM 406 are combined, the data channel between terminal device 401b and ECM 406 can be regarded as the data channel between terminal device 401b and application server.

[0192] exist Figure 4b In this process, media channels or data channels are established between each device, and signaling negotiation is performed through a signaling interface. The connection relationships between other devices can be found in [reference needed]. Figure 4a The description in the text will not be repeated here.

[0193] In one example, the Enhanced Call Application Server (ECS-AS), Enhanced Call Media Device (ECM), Content Server (CS), and Telephone Application Server (TAS) (such as VoLTE AS) can be combined into a single device, which can be referred to as an application server, used to implement the functions of ECS-AS / ECM / CS / TAS. Optionally, the Enhanced Call Application Server (ECS-AS), Enhanced Call Media Device (ECM), and Content Server (CS) can be combined into a single device, while the Telephone Application Server (TAS) is a separate device. The application server and TAS can communicate via signaling based on HTTP or H.248 protocols. Alternatively, the Enhanced Call Application Server (ECS-AS) and Content Server (CS) can be combined into a single device, while the Enhanced Call Media Device (ECM) and Telephone Application Server (TAS) are separate devices, each implementing their respective functions.

[0194] Optional, Figure 4a or Figure 4b The ECM in the application can be further divided into ECM-RTP and ECM-DC. ECM-RTP is a separate device (application media device), while ECM-DC / ECS-AS / CS are combined into one device (application service device), such as... Figure 4cAs shown. In other words, a media channel is established between the application media device and the terminal device to transmit multimedia data, and a data channel is established between the application service device and the terminal device to transmit DC service data.

[0195] The following is about Figure 4c The interactions between devices in the call processing system shown are described in detail.

[0196] In one implementation, the application service device establishes a data channel with the terminal device when it detects that the terminal device has initiated or received a call service. Through this data channel, it sends first service page information corresponding to the call service to the terminal device and receives user operation information from the terminal device, which is then sent to the application media device. The application media device receives the user operation information from the application service device, converts it into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

[0197] Among them, Figure 4c In the call processing system shown, the application service device can subscribe to call events from the telephone server (TAS). Therefore, when a terminal device initiates or receives a call, the application service device can detect this. The detection of a terminal device initiating or receiving a call includes two scenarios:

[0198] Scenario 1: The application service device receives a call start event from the telephone server and determines whether the terminal device initiates or receives the call service based on the call start event. For specific implementation details, please refer to [link / reference needed]. Figure 1 The relevant descriptions of the corresponding parts in the embodiments will not be repeated here.

[0199] Scenario 2: The application service device receives a data channel establishment request message from the terminal device and determines whether the terminal device initiates or receives a call service based on the data channel establishment request message. For specific implementation details, please refer to [link / reference needed]. Figure 1 The relevant descriptions of the corresponding parts in the embodiments will not be repeated here.

[0200] Optionally, before establishing a data channel with a terminal device after detecting a call initiated by the application service device, the application service device can also authenticate the terminal device. Specifically, the authentication methods for the terminal device include one or more of the following: access authentication, third-party login authentication, username / password login authentication, or authentication via a device management DM server. For specific implementation details, please refer to [link / reference]. Figure 1 The relevant descriptions of authentication and authorization in the embodiments will not be repeated here.

[0201] When an application service device detects that a terminal device has initiated or received a call, it can establish a data channel with the terminal device. This data channel can be considered a dedicated data channel. For the application service device, this data channel is used to transmit data related to interactive services during the call, or it can also be used to transmit instruction messages between the application service device and the terminal device. For example, the application service device can send the UI page of the interactive service during the call to the terminal device through the data channel, so that the terminal device can display the UI page on its display interface for user interaction and browsing.

[0202] In one implementation, the application service device obtains the first service page information corresponding to the call start event. The application service device then transmits the first service page information to the terminal device via a data channel.

[0203] When an application service device receives a call start event from a telephone server, it can retrieve the corresponding first service page information based on this event. Optionally, the application service device can retrieve the first service page information corresponding to the called or calling number included in the call start event. For example, if the call initiated by the terminal device is a dialing of a mobile operator's customer service hotline, the application service device can retrieve the first service page information corresponding to that operator's customer service hotline service upon detecting that the terminal device has dialed the operator's customer service hotline. Conversely, if the call received by the terminal device is a dialing of a customer service hotline by the operator, the application service device can retrieve the first service page information corresponding to that operator's customer service hotline service upon detecting that the terminal device has received the operator's customer service hotline.

[0204] The relevant description of the information on the first business page can be found here. Figure 1 The relevant descriptions of the first business page information in the embodiments will not be repeated here.

[0205] Optionally, after obtaining the first service page information, the application service device can send the first service page information to the terminal device via the data channel. Correspondingly, the terminal device receives the first service page information and downloads the actual service page. For specific implementation details, please refer to [link / reference]. Figure 1 The relevant descriptions of the corresponding parts in the embodiments will not be repeated here.

[0206] In one implementation, when the application service device detects a call connection, it sends the first service page information corresponding to the call service to the terminal device via a data channel. For details on the specific implementation of the application service device detecting call connection, please refer to [reference needed]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0207] In one implementation, the application service device is further used to obtain the second business page information corresponding to the user operation information based on the user operation information, and send the second business page information to the terminal device through the data channel.

[0208] The description of user operation information can be found in the following references. Figure 1 The descriptions in the embodiments are not repeated here. After obtaining user operation information, the terminal device can send the user operation information to the application service device through the data channel. Correspondingly, the application service device receives the user operation information from the terminal device, parses the user operation information, and obtains the second business page information corresponding to the user operation information. For example, if the user operation information received by the application service device is that the user clicked "1. Business Query" on the UI page, the application service device will parse it and determine that it needs to obtain the second business page information corresponding to "1. Business Query".

[0209] Optionally, the operations performed by the user on the UI page of the terminal device can be a cyclical process, meaning the user can perform multiple operations on the UI page. Correspondingly, the terminal device can acquire each operation performed by the user on the UI page and generate corresponding user operation information, sending multiple sets of user operation information to the application service device via a data channel. The application service device can then acquire corresponding second-service page information based on these multiple user operation information sets and send the corresponding second-service page information to the terminal device.

[0210] In one implementation, the application service device is further used to send page instruction information to the terminal device via a data channel. This page instruction information instructs the terminal device to display the UI page corresponding to the business page information or to cache the UI page. For specific implementation details, please refer to [reference needed]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0211] In one implementation, the application media device is also used to connect itself into the media channel when a call is connected.

[0212] When a call is connected, a media channel is established between the terminal device and the call center. For example, a media channel is established between the terminal device and the calling SBC, between the calling SBC and the called IMS core, and between the called IMS core and the call center. This media channel enables voice communication between the terminal device and the call center. Based on this, application media devices can connect themselves to the media channel between the terminal device and the call center. For example, an application media device can establish a media channel with the calling SBC and a media channel with the called IMS core, thereby establishing a media channel with the call center, through which audio information can be sent to the call center.

[0213] In one implementation, if the terminal device no longer uses interactive services during a call—for example, if the user chooses to transfer to a live agent—the terminal device can send a service termination message to the application service device via the data channel, thus releasing the data channel. For specific implementation details, please refer to [link / reference needed]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0214] Optionally, if the terminal device no longer uses interactive services during the call, the application service device releases the data channel between itself and the terminal device, and sends a media channel release instruction message to the application media device, instructing the application media device to release the media channel between itself and the call center. For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0215] Please see Figure 5 , Figure 5 This is a flowchart illustrating a call processing method provided in an embodiment of this application. The call processing method comprises... Figure 1 The interaction between the application service device, application media device, and terminal device in the call processing system shown includes the following steps:

[0216] 501. When the application service device detects that the terminal device has initiated or received a call service, it sends a data channel establishment instruction message to the application media device to instruct the application media device to establish a data channel with the terminal device.

[0217] 502, The application media device establishes a data channel with the terminal device based on the data channel establishment instruction message from the application service device;

[0218] 503. The application media device sends the service page information corresponding to the call service to the terminal device through the data channel.

[0219] For specific implementation details, please refer to [link / reference]. Figure 1The corresponding descriptions in the embodiments will not be repeated here.

[0220] In one implementation, the application media device also receives user operation information from the terminal device, converts the user operation information into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

[0221] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0222] In one implementation, the application media device also receives data from the terminal device through a data channel and sends the terminal device's data to the application service device; the application service device receives the terminal device's data, obtains the terminal device's user operation information from the data conversion of the terminal device, and sends the terminal device's user operation information to the application media device.

[0223] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0224] In one implementation, the application media device also receives user operation information from the terminal device via a data channel.

[0225] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0226] In one implementation, when the application service device detects that a call service has been connected, it also sends first service page information to the application media device; the application media device receives the first service page information.

[0227] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0228] In one implementation, the application media device also receives data from the terminal device via a data channel and sends the terminal device's data to the application service device; the application service device receives the terminal device's data. The application service device also obtains a call start event, call notification message, or call connection event from the terminal device's data and sends the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

[0229] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0230] In one implementation, the application service device also receives a data channel establishment request message from the terminal device and, in response to the data channel establishment request message, sends a data channel establishment instruction message to the application media device.

[0231] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0232] In one implementation, the application service device also receives user operation information from the terminal device and sends the second business page information corresponding to the user operation information to the application media device.

[0233] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0234] In one implementation, the application media device also sends page instruction information to the terminal device via a data channel. The page instruction information is used to instruct the terminal device to display the UI page or cached UI page corresponding to the first business page information.

[0235] For specific implementation details, please refer to [link / reference]. Figure 1 The corresponding descriptions in the embodiments will not be repeated here.

[0236] In summary, Figure 5 The call processing method shown can realize interactive services during a call, which helps improve the efficiency of the call processing system in handling call services.

[0237] The following is about Figure 5 The call processing method in the embodiments is applied to, for example Figure 1 The business process of the call processing system shown is described in detail.

[0238] In one example, see Figure 6 , Figure 6 This is a schematic diagram of an interactive service processing flow during a call, provided as an embodiment of this application. Figure 6 The flowchart shown is as follows Figure 5 The call processing method shown is applied to Figure 1 In the call processing system shown, and let Figure 1 This diagram illustrates the service processing flow when the terminal device in the call system is a plug-in terminal. The Enriched Calling engine can register the detected call status of the terminal device with the terminal device's operating system; the Application Service Device (Enriched Calling AS) can subscribe to call events from the Telephone Server (TAS), such as... Figure 6 The dashed arrows in the business process are shown.

[0239] exist Figure 6 In this context, the devices executing various business processes include terminal devices (plug-in terminals), border session control devices, calling IMS core network devices (including call control servers), telephone servers (including open APIs), application service devices, application media devices, called IMS core network devices, and call center / called device equipment. Specifically, these include the following business processes:

[0240] Steps 1-5: When a user makes a call, the terminal device sends an INVITE call signaling message, which is forwarded by the calling IMS core network device (i.e., the calling IMS Core) to the called IMS core network device (i.e., the called IMS core), and then forwarded by the called IMS core network device to the call center / called device. The calling IMS core network device can also forward the INVITE call signaling message to the telephone server. Based on the aforementioned subscribed call event, the telephone server sends a call start event to the application service device.

[0241] The call triggering from the terminal device to the application service device includes two methods:

[0242] Method 1: Triggered via a telephone server (open API) to the application service device.

[0243] Method 2: Triggered by calling the control server (CSCF) to the application service device.

[0244] Optionally, when a user makes a call, the terminal device's operating system receives the call start event and sends it to the Enriched Calling engine, such as... Figure 6 As shown in step 1.1.

[0245] Step P1: The Enriched Calling engine of the terminal device performs authentication. The authentication methods shown in Step P1 can include IMS GBA authentication between the terminal device and the IMS network (such as access authentication), or one-way authentication between the terminal device and the application server (such as third-party login authentication). For specific implementation details, please refer to the descriptions of authentication methods in the previous embodiments; they will not be repeated here.

[0246] Step 6: After successful authentication, the terminal device's Enriched Calling engine sends a data channel establishment request message to the application service device. This data channel establishment request message includes an authentication token.

[0247] Step 7: The application service device obtains data channel endpoint information from the application media device. This endpoint information may include an IP address and / or port number. For example, the application service device sends a data channel establishment instruction message to the application media device, and the application media device can send back the data channel endpoint information to the application service device.

[0248] Step P2: Based on the authentication method in P1, the application service device goes to the corresponding server to verify the authentication token.

[0249] Step 8: The application service device verifies the token with the corresponding server according to the authentication method of the terminal device; after successful verification, it sends a data channel connection response message to the terminal device and instructs the application media device to establish a data channel with the Enriched Calling engine of the terminal device.

[0250] Steps 9-12: The Enriched Calling engine sends a call start event to the application media device via the data channel. The application media device forwards the call start event to the application service device. The call start event can include the calling and called numbers for this call. Based on the call start event, the application service device can send a page push instruction message to the application media device, instructing the application media device to send the first service page information to the Enriched Calling engine. The application media device can first send the first service page information to the terminal device. After receiving it, the terminal device can cache the first service page information until the call is confirmed to be connected, and then display the corresponding UI page.

[0251] Step P3: The Enriched Calling engine receives the first service page information and downloads the corresponding UI page and control file. If the application service device sends an HTML5 page URL, the Enriched Calling engine will download the complete HTML5 page from the corresponding content server. Whether to cache or display it directly depends on whether the call is connected (i.e., the corresponding UI page will only be displayed after the terminal device confirms the call is connected).

[0252] Steps 13-16: The call center / called device sends a 183 message to the called IMS core network device, indicating that the call is in progress. The called IMS core network device sends a 183 message to the calling IMS core network device, thus establishing a media channel between the calling side (terminal device) and the called side (call center / called device). The calling IMS core network device can also send 183 messages to the telephone server and the Enriched Calling engine respectively, thereby establishing a media channel between the terminal device and the call center / called device.

[0253] Steps 17-20: The call center / called device sends a 180 message to the called IMS core network device, indicating that the call is ringing. The called IMS core network device sends a 180 message to the calling IMS core network device, indicating that the called side is ringing. The calling IMS core network device can also send 180 messages to the telephone server and the Enriched Calling engine respectively, indicating that the called side is ringing.

[0254] Step 21: The telephone server sends a call ringing event to the application service device based on the call subscription event.

[0255] Steps 22-24: After the application service device obtains the media endpoint from the Enriched Calling Media, it updates the original O-side and terminal T-side media through SIP negotiation, connecting the application media device in series with the voice media channel to facilitate subsequent conversion into in-band signals based on user interaction. Here, O-side refers to the terminal device, and T-side refers to the call center / called device.

[0256] like Figure 6 As shown, after the application media device is connected in series to the media channel, the media channel between the terminal device and the called center consists of 4 segments: terminal device - border session control device - application media device - called IMS core network device - call center / called device.

[0257] Steps 25-28: The call center / called device sends a 200 OK message (referred to as a 200 message) to the called IMS core network device. This 200 message indicates that the call has been connected and the call center begins playing audio (or the terminal device and the called device begin talking). The called IMS core network device sends a 200 message to the calling IMS core network device. The calling IMS core network device can also send 200 messages to the telephone server and the Enriched Calling engine respectively, indicating that the call has been connected.

[0258] Step 29: The telephone server sends a call connection event to the application service device based on the call subscription event.

[0259] Steps 30-33: When the application service device receives a call connection event from the telephone server, it can send a page push instruction message to the application media device. Correspondingly, upon receiving the page push instruction message, the application media device sends an instruction message or first service page information to the Enriched Calling engine of the terminal device via the data channel. Optionally, if the Enriched Calling engine has pre-cached the first service page information, it can display the UI page on the call interface based on the instruction message. If the terminal device's service page information is not cached, after the user performs a page operation, the operating system obtains the user operation information corresponding to the page operation performed by the user, and the Enriched Calling engine sends the user operation information to the application media device via the data channel. The application media device then forwards the user operation information to the application service device.

[0260] Step P4: The application service device obtains the second service page information based on the user operation information, and obtains the audio conversion instruction message based on the user operation information.

[0261] Steps 34-37: The application service device obtains the audio conversion instruction message based on the user's operation information and sends the audio conversion instruction message to the application media device. The application media device converts the audio conversion instruction message into audio information and sends the audio information to the call center / called device via in-band transmission.

[0262] The application service device can also obtain the corresponding second service page information based on user operation information and obtain a page push instruction message. The page push instruction message instructs the application media device to send the second service page to the terminal device. The application media device sends the second service page information to the Enriched Calling engine via a data channel. Correspondingly, after receiving the second service page information, the Enriched Calling engine can obtain the corresponding UI page and control file (same as step P3). In this embodiment, steps 30-37 are cyclical, meaning that the user can perform page operations multiple times, and the application service device and application media device will also perform the corresponding operations multiple times based on the user operation information.

[0263] In this embodiment, if the user chooses to actively close the second business page information displayed on the UI interface or chooses to transfer to a human customer service representative, steps 38-46 may also be included.

[0264] Steps 38-39: After the user performs a page operation, the operating system obtains the service termination operation information corresponding to the user's page operation. The Enriched Calling engine sends the service termination operation information to the application media device through the data channel. The application media device then reports the service termination operation information to the application service device.

[0265] Step P5: The application service device identifies the service based on the service termination operation information and obtains the service audio termination indication message and data channel release indication message based on the service termination operation information.

[0266] Steps 40-44: The application service device sends a service audio termination instruction message to the application media device. Based on this message, the application media device generates service audio termination information and sends it to the call center via the media channel. The call center then switches to a live agent based on the termination information. Additionally, the application service device can send a data channel release instruction message to the application media device, instructing it to release the data channel between itself and the terminal device. After release, the application media device also reports a data channel release event to the application service device, notifying it that the data channel has been released.

[0267] Steps 45-46: The application service device updates the O-side / T-side media through SIP negotiation, and the application media device exits the media channel.

[0268] Steps 47-50: After the user hangs up, the terminal device sends a BYE signal, which is forwarded by the calling IMS core network device to the called IMS core network device, and then forwarded by the called IMS core network device to the call center / called device.

[0269] Step 51: The telephone server sends a call termination event to the application service device based on the call subscription event;

[0270] Step 52: The terminal device's operating system captures the call termination event and notifies the Enriched Calling engine that the call has ended.

[0271] Steps 53-55: The terminal device's Enriched Calling engine sends a data channel release request message to the application media device. The application media device reports a data channel release event to the application service device, which instructs the application media device to release the data channel and media endpoint.

[0272] In this embodiment, if the application service device has already released the data channel in steps 40-44, then steps 53-55 above do not need to be executed.

[0273] In one example, see Figure 7 , Figure 7 This is a schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application. Figure 7 The flowchart shown is as follows Figure 5 The call processing method shown is applied to Figure 1 In the call processing system shown, and let Figure 1 This is a flowchart illustrating the process when the terminal device in the call system is a native terminal. The application service device (which includes the functionality of the Enriched Calling AS) subscribes to call events from the Telephone Server (TAS), such as... Figure 7 The dashed arrows in the business process are shown.

[0274] exist Figure 7 In, with Figure 6 Similarly, the devices executing various business processes include terminal devices (Native terminals), border session control devices, calling IMS core network devices (including call control servers), telephone servers (including open interfaces), application service devices (including data channel servers), application media devices, called IMS core network devices, and call center / called device devices, specifically including the following business processes:

[0275] Steps 1-9: The native terminal negotiates and establishes a data channel (such as a bootstrap data channel) through SIP signaling.

[0276] Among them, the transmission of INVITE messages between the terminal device and the call center / called device, and the transmission of 183 messages between the terminal device and the call center / called device, are related to... Figure 6 The transmission process is similar; you can refer to [the relevant documentation]. Figure 6 The descriptions in steps 1-8 are not repeated here. Figure 7 The INVITE call signaling in the INVITE message includes information related to the data channel. For example, the INVITE message includes information such as the data channel attributes, quality of service, and flow ID, which is used to negotiate the data channel.

[0277] Optionally, in this embodiment, the native terminal can also negotiate and establish a data channel through other messages. For example, the application service device can negotiate and establish a data channel with the terminal device through an UPDATE message, or the application service device can negotiate and establish a data channel with the terminal device through a Re-Invite message.

[0278] Steps 10-13: After the native terminal establishes a data channel, the terminal device sends a data channel application request message to the application media device through the data channel, requesting to obtain the data channel application corresponding to the current call service (functionally similar to...). Figure 6 (The call start event in steps 9-12). The data channel application request message may also include the calling / called number, allowing the application service device to associate the data channel application request message with the INVITE message in steps 1-5.

[0279] For example, a native terminal requests access to the call center / called device's data channel application by sending a data channel application request message to the ECM. The application media device then reports the data channel application request message to the application service device, which in turn sends a data channel application push instruction message to the application media device, instructing the application media device to send the corresponding data channel application to the terminal device via the data channel (similar to...). Figure 6 The first business page information). Among them, the data channel application (DC APP) consists of HTML web pages (including JS scripts), images, and style sheets.

[0280] Optionally, the data channel server described in 3GPP TS26.114 is used to establish a data channel with the native terminal and can distribute data channel applications to the terminal device. In other words, the data channel server can also implement similar functions as in ECS-AS in the interactive service processing flow during a call.

[0281] Steps 14-22: The terminal device and the call center / called device transmit 180 and 200 messages. Specifically, the transmission of 180 and 200 messages between the terminal device and the call center / called device is related to... Figure 6 The transmission process is similar; you can refer to [the relevant documentation]. Figure 6 The descriptions in steps 13-20 are not repeated here.

[0282] Step 23: The telephone server sends a call connection event to the application service device based on the call subscription event.

[0283] Steps 24-25: When the terminal device operates the data channel application of the call center / called device, for example, when the terminal device allows the use of the data channel application of the call center / called device, a corresponding application data channel (such as a non-bootstrap data channel) will be established between the terminal device and the call center / called device.

[0284] In this embodiment, the native terminal can establish only a data channel with the ECM, without needing to establish separate application data channels for different applications. In other words, the data channel between the terminal device and the ECM can be directly transmitted on the data channel, meaning steps 24-25 are optional steps in this embodiment.

[0285] Optionally, for business-to-customer (B2C) or customer-to-business (C2B) transactions, a one-sided application data channel (such as a non-bootstrap data channel between the terminal device and the application media device) can be established; for customer-to-customer (C2C) transactions, a non-bootstrap data channel can be established between the calling terminal device and the called terminal device. For B2C or C2B transactions, the data channel application between the terminal device and the application media device can be the first or second business page information described in the previous embodiments. For C2C transactions, the data channel application between the calling and called terminal devices can be a call card. For example, the calling terminal device can send a call card to the called terminal device, which can be considered an initial business page, including UI page elements used to indicate the calling terminal device's identity information or call intent, etc.

[0286] Steps 26-31: The call center can play audio based on user operation information. There are two implementation methods for native terminals. One method is consistent with plug-in terminals: the user inputs an operation by clicking a button on the UI page; the terminal device converts the user operation into user operation information and sends it to the application media device via the data channel. The application media device forwards the user operation information to the application service device, which instructs the application media device to convert the user operation information into audio information and send it to the call center via the media channel. The other method involves the terminal device simultaneously sending the user operation information to the application media device via the data channel and directly sending the corresponding audio information to the call center via the media channel, without requiring the application service device to perform the reporting operation and DTMF conversion.

[0287] Steps 32-48: The data channel and media channel between the terminal device and the call center / called device are released. The process of releasing the data channel and media channel is similar to... Figure 6 The release process is similar and can be referenced. Figure 6 The descriptions in steps 38-55 are not repeated here.

[0288] In summary, the call processing method provided in this application embodiment is applied to... Figure 1 When the call processing system shown is in operation, the overall business process is similar to... Figure 6 They are similar, the difference being the type of data channel established, which leads to some differences in the steps, but the essence of the two business processes is the same.

[0289] Please see Figure 8 , Figure 8 This is a schematic flowchart illustrating another call processing method provided in an embodiment of this application. The call processing method comprises... Figure 4a or Figure 4b The interaction between application service devices, application media devices, terminal devices, and call center / called device in the call processing system shown includes the following steps:

[0290] 801. When the application service device detects that the terminal device has initiated or received a call service, it establishes a data channel with the terminal device.

[0291] 802. The application service device sends the service page information corresponding to the call service to the terminal device through the data channel;

[0292] 803. The application service device receives user operation information from the terminal device through the data channel;

[0293] 804, The application service device sends user operation information to the application media device;

[0294] 805, Application media devices convert user operation information into audio information;

[0295] 806, Application media devices send audio information to the call center / called device through the media channel.

[0296] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0297] In one implementation, the application media device connects itself to the media channel when a call service is connected.

[0298] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0299] In one implementation, the application service device also receives a call start event from the telephone server and determines whether the terminal device initiates or receives a call service based on the call start event; or the application service device receives a data channel establishment request message from the terminal device and determines whether the terminal device initiates or receives a call service based on the data channel establishment request message.

[0300] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0301] In one implementation, the application service device also obtains the first service page information corresponding to the call start event based on the call start event.

[0302] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0303] In one implementation, the application service device also obtains the first service page information corresponding to the called number based on the called number included in the call start event.

[0304] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0305] In one implementation, the application service device obtains the second service page information corresponding to the user operation information based on the user operation information, and sends the second service page information to the terminal device through the data channel.

[0306] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0307] In one implementation, the application service device also sends page instruction information to the terminal device through a data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the business page information or the cached UI page.

[0308] For specific implementation details, please refer to [link / reference]. Figure 4a and Figure 4b The corresponding descriptions in the embodiments will not be repeated here.

[0309] In summary, Figure 8 The call processing method shown can also realize interactive services during a call, which helps improve the efficiency of the call processing system in handling call services.

[0310] The following is about Figure 8 The call processing method in the embodiments is applied to, for example Figure 4a The call processing system shown provides a detailed description of the business process during the call. Please refer to [link / reference]. Figure 9 , Figure 9 This is a schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application. Figure 4aThe terminal devices in the call processing system are plug-in terminals, meaning they implement interactive services through an EnrichedCalling engine and an operating system. Specifically, the EnrichedCalling engine detects the call status of the terminal device from its operating system; the application service device (containing the functionality of the EnrichedCalling AS) subscribes to call events from the telephone server (TAS), such as... Figure 9 The dashed arrows in the business process are shown.

[0311] exist Figure 9 In this context, the devices executing various business processes include terminal devices, border session control devices, calling IMS core network devices (including call control servers), telephone servers (including open APIs), application service devices, application media devices, called IMS core network devices, and call center / called device equipment. Specifically, these include the following business processes:

[0312] Steps 1-5: When a user makes a call, the terminal device sends an INVITE call signaling message, which is forwarded by the calling IMS core network device (i.e., the calling IMS Core) to the called IMS core network device (i.e., the called IMS core), and then forwarded by the called IMS core network device to the call center / called device. The calling IMS core network device can also forward the INVITE call signaling message to the telephone server. Based on the aforementioned subscribed call event, the telephone server sends a call start event to the application service device.

[0313] The call triggering from the terminal device to the application service device includes two methods:

[0314] Method 1: Triggered via a telephone server (open API) to the application service device.

[0315] Method 2: Triggered by calling the control server (CSCF) to the application service device.

[0316] Optionally, when a user makes a call, the terminal device's operating system receives the call start event and sends it to the EC engine, such as... Figure 9 As shown in step 1.1.

[0317] Step P1: The Enriched Calling engine of the terminal device performs authentication. The authentication methods shown in Step P1 can include IMS GBA authentication between the terminal device and the IMS network (such as access authentication), or one-way authentication between the terminal device and the application server (such as third-party login authentication). For specific implementation details, please refer to the descriptions of authentication methods in the previous embodiments; they will not be repeated here.

[0318] Step 6: After successful authentication, the terminal device's Enriched Calling engine sends a data channel establishment request message to the application service device. This data channel establishment request message includes an authentication token.

[0319] Step P2: Based on the authentication method in P1, the application service device goes to the corresponding server to verify the authentication token.

[0320] Step 7: The application service device verifies the token with the corresponding server according to the authentication method of the terminal device; after successful verification, it sends a data channel connection response message to the terminal device to establish a data channel with the Enriched Calling engine of the terminal device.

[0321] Step 8: The Enriched Calling engine sends a call start event to the application service device via the data channel. The call start event can include the calling number and the called number.

[0322] Step 9: The application service device obtains the first service page information corresponding to the call start event based on the call start event sent by the telephone server and / or the call start event sent by the Enriched Calling engine, and sends the first service page information to the Enriched Calling engine.

[0323] For example, the application service device can use the first service page information corresponding to the called number in the call start event. The application service device can also create a session and record a session identifier (ID). In this case, the application service device can first send the first service page information to the terminal device. After receiving it, the terminal device can cache the first service page information until the call is confirmed to be connected, and then display the corresponding UI page. For a detailed description of the first service page information, please refer to the description of the first service page information in the previous embodiments; it will not be repeated here.

[0324] Step P3: The Enriched Calling engine receives the first business page information and downloads the corresponding UI page and control file.

[0325] Steps 10-13: The call center / called device sends a 183 message to the called IMS core network device, indicating that the call is in progress. The called IMS core network device sends a 183 message to the calling IMS core network device, thus establishing a media channel between the calling and called sides. The calling IMS core network device can also send 183 messages to the telephone server and the Enriched Calling engine respectively, thereby establishing a media channel between the terminal device and the call center / called device.

[0326] Steps 14-17: The call center / called device sends a 180 message to the called IMS core network device, indicating that the call is ringing. The called IMS core network device sends a 180 message to the calling IMS core network device, indicating that the called side is ringing. The calling IMS core network device can also send 180 messages to the telephone server and the Enriched Calling engine respectively, indicating that the called side is ringing.

[0327] Step 18: The telephone server sends a call ringing event to the application service device based on the call subscription event.

[0328] Steps 19-21: After the application service device obtains the media endpoint from the Enriched Calling Media, it updates the O-side and T-side media through SIP negotiation, and connects the application media device in series with the voice media channel to facilitate subsequent conversion into in-band signals based on user interaction.

[0329] Steps 22-25: The call center / called device sends a 200 OK message (referred to as a 200 message) to the called IMS core network device. This 200 message indicates that the call has been connected and the call center begins playing audio (or the terminal device and the called device begin talking). The called IMS core network device sends a 200 message to the calling IMS core network device. The calling IMS core network device can also send 200 messages to the telephone server and the Enriched Calling engine respectively, indicating that the call has been connected.

[0330] Step 26: The telephone server sends a call connection event to the application service device based on the call subscription event.

[0331] Step 27: The application service device sends page instruction information or first service page information to the Enriched Calling engine via the data channel. Optionally, if the Enriched Calling engine has pre-cached the first service page information, it can display the UI page on the call interface according to the page instruction information. If the terminal device refreshes the UI page after the call service is connected, the application service device can send new service page information to the Enriched Calling engine via the data channel.

[0332] Step 28: After the user performs a page operation, the operating system obtains the user operation information corresponding to the page operation performed by the user, and the Enriched Calling engine sends the user operation information to the application service device through the data channel.

[0333] Step P4: The application service device performs service identification based on the reported user operation information, obtains the second service page information based on the user operation information, or obtains the audio conversion instruction message based on the user operation information.

[0334] Steps 29-31: The application service device sends an audio conversion instruction message to the application media device; correspondingly, the application media device receives the audio conversion instruction message, generates audio information according to the audio conversion instruction information, thereby converting the user operation into audio information (e.g., DTMF signal), and then the application media device sends the audio information to the call center / called device in-band.

[0335] The application service device also sends the second business page information to the Enriched Calling engine via the data channel. Correspondingly, after receiving the second business page information, the Enriched Calling engine can download the corresponding UI page and control file (same as step P3). Steps 27-31 in this embodiment are cyclical, meaning that the user can perform page operations multiple times, and the application service device and application media device will also perform the corresponding operations multiple times based on the user's operation information.

[0336] Optionally, in this embodiment, if the user chooses to actively close the second business page information displayed on the UI interface or chooses to transfer to a human customer service representative, steps 32-37 may also be included.

[0337] Step 32: After the user performs a page operation, the operating system obtains the service termination operation information corresponding to the page operation performed by the user. The Enriched Calling engine sends the service termination operation information to the application service device through the data channel to terminate the current interactive service.

[0338] Step P5: The application service device identifies the service based on the service termination operation information and obtains the service termination instruction message based on the service termination operation information.

[0339] Steps 33-35: Based on the business termination operation information, the application service device determines that the terminal device no longer needs the data channel (e.g., the user actively closes the second business page information displayed on the UI interface or switches to human customer service). The application service device then releases the data channel between itself and the Enriched Calling engine.

[0340] For example, if a user chooses to transfer to a human agent, the application service device further sends a transfer instruction to the application media device, instructing the application media device to convert the transfer operation into audio information. The application media device then sends the audio information to the call center via in-band transmission. The call center then switches to a human agent.

[0341] Steps 36-37: The application service device updates the O-side / T-side media through SIP negotiation, and the application media device exits the media channel.

[0342] Steps 38-41: After the user completes the interactive service, they hang up. The terminal device can send a BYE signaling message. This BYE signaling message is forwarded by the calling IMS core network device to the called IMS core network device, and then forwarded by the called IMS core network device to the call center / called device.

[0343] Step 42: The telephone server sends a call termination event to the application service device based on the call subscription event;

[0344] Step 43: The terminal device's operating system captures the call termination event and notifies the Enriched Calling engine that the call has ended.

[0345] Step 44: The terminal device's Enriched Calling engine sends a data channel release request message to the application service device.

[0346] Steps P6 and 45: The application service device releases the data channel and the media endpoint.

[0347] In this embodiment, if the application service device has already released the data channel in step 34, then steps 44-45 above do not need to be executed.

[0348] In summary, the call processing method provided in this application embodiment is applied to... Figure 4a In the call processing system shown, the overall business process is as follows: Figure 9 As shown, interactive services during a call begin when the terminal device sends an INVITE call signaling message, and continue while the user is on the call. These interactive services terminate when the user is transferred to a live agent, the user actively closes the interactive page, or the terminal device sends a BYE signaling message (i.e., the user hangs up).

[0349] The call processing method described in the embodiments of this application is applied to, for example... Figure 4b The call processing system shown provides a detailed description of the business process during the call. Please refer to [link / reference]. Figure 10 , Figure 10 This is a schematic diagram of another interactive service processing flow in a call provided in an embodiment of this application. Figure 4b The terminal devices in the call processing system shown are native terminals, meaning they implement interactive services during calls through the DCMTSI client (including a data channel and web engine supporting interactive services during the call) as defined by the protocol. The application service device (containing the functionality of an Enriched Calling AS) can subscribe to call events from the Telephone Server (TAS), such as... Figure 10 The dashed arrows in the business process are shown.

[0350] exist Figure 10 In, with Figure 9 Similarly, the devices executing various business processes include terminal devices, boundary session control devices, calling IMS core network devices (including call control servers), telephone servers (including open interfaces), application service devices (including data channel servers), application media devices, called IMS core network devices, and call center / called device devices, specifically including the following business processes:

[0351] Steps 1-9: The native terminal negotiates and establishes a data channel (such as a bootstrap data channel) through SIP signaling.

[0352] Among them, the transmission of INVITE messages between the terminal device and the call center / called device, and the transmission of 183 messages between the terminal device and the call center / called device, are related to... Figure 9 The transmission process is similar; you can refer to [the relevant documentation]. Figure 9 The descriptions in steps 1-5 and 10-13, or refer to... Figure 7 The relevant descriptions in steps 1-9 will not be repeated here.

[0353] Step 10: After establishing a data channel with the application service device, the native terminal sends a data channel application request message to the application service device through the data channel, requesting to obtain the data channel application corresponding to the current call service (functionally similar to...). Figure 9 (The call start event in step 8 of the process). The data channel application request message may also include the calling / called number, allowing the application service device to associate the data channel application request message with the INVITE message in steps 1-5.

[0354] For example, a native terminal requests access to the data channel application of the call center / called device by sending a data channel application request message to the ECS-AS (similar to...). Figure 9 The first business page information). Among them, the data channel application (DC APP) consists of HTML web pages (including JS scripts), images, and style sheets.

[0355] Optionally, the data channel server described in 3GPP TS 26.114 is used to establish a data channel with the native terminal and can distribute data channel applications to the terminal device. In other words, the DCS can also implement the ECS-AS function in the interactive service processing flow during a call.

[0356] Step 11: The application service device sends the corresponding data channel application (similar to...) to the terminal device. Figure 9 Step 9 in the process.

[0357] Optionally, the application service equipment includes the data channel repository (DCR) function described in 3GPP TS26.114, which can be used to store the data channel applications of the native terminal. In other words, the data channel repository can also implement a CS-like function in the interactive service processing flow during a call. The data channel repository can be deployed independently or in combination with the application service equipment.

[0358] Steps 12-21: The terminal device and the call center / called device transmit 180 and 200 messages. Specifically, the transmission of 180 and 200 messages between the terminal device and the call center / called device is related to... Figure 9 The transmission process is similar; you can refer to [the relevant documentation]. Figure 9 The descriptions in steps 14-25 are not repeated here.

[0359] Steps 22-23: When the terminal device operates the data channel application of the call center / called device, for example, when the terminal device allows the use of the data channel application of the call center / called device, a corresponding application data channel (such as a non-bootstrap data channel) will be established between the terminal device and the call center / called device.

[0360] In this embodiment, the native terminal can establish only a data channel with the ECS-AS, without needing to establish separate application data channels for different applications. In other words, the data channel between the terminal device and the ECS-AS can be directly transmitted on the data channel, meaning steps 22-23 are optional steps in this embodiment.

[0361] Optionally, for business-to-customer (B2C) or customer-to-business (C2B) transactions, a one-sided application data channel (such as a non-bootstrap data channel between the terminal device and the application service device) can be established; for customer-to-customer (C2C) transactions, a non-bootstrap data channel can be established between the calling terminal device and the called terminal device. For B2C or C2B transactions, the data channel application between the terminal device and the application service device can be the first or second business page information described in the previous embodiments. For C2C transactions, the data channel application between the calling and called terminal devices can be a call card. For example, the calling terminal device can send a call card to the called terminal device, which can be considered an initial business page, including UI page elements used to indicate the calling terminal device's identity information or call intent, etc.

[0362] Steps 24-27: The call center / called device obtains the user operation information from the terminal device and plays audio based on the user operation information. There are two possible implementation methods for native terminals. One method is consistent with plug-in terminals, where the user inputs an operation by clicking a button on the UI page. The terminal device converts the user operation into user operation information and sends it to the application service device via the data channel. The application service device instructs the application media device to convert the user operation information into audio information (such as a DTMF signal) and send it to the call center / called device via the media channel. The other method is that the terminal device sends the user operation information to the application service device via the data channel while simultaneously sending the corresponding audio information to the call center / called device via the media channel, without requiring the application service device to perform the reporting operation and DTMF conversion.

[0363] Steps 28-40: The data channel and media channel between the terminal device and the call center / called device are released. The process of releasing the data channel and media channel is similar to... Figure 9 The release process is similar and can be referenced. Figure 9 The descriptions in steps 32-45 are not repeated here.

[0364] In summary, the call processing method provided in this application embodiment is applied to... Figure 4b When the call processing system shown is in operation, the overall business process is similar to... Figure 9 They are similar, the difference being the type of data channel established, which leads to some differences in the steps, but the essence of the two business processes is the same.

[0365] The above text combined Figures 1 to 10 The call processing system and call processing method of the embodiments of this application have been described in detail below. Figure 11 and Figure 12 This application describes in detail the call processing apparatus according to embodiments of the present application. It should be understood that... Figure 11 and Figure 12 The call processing device shown can achieve Figures 5 to 10 The steps shown in the method flow are one or more. To avoid repetition, they will not be described in detail here.

[0366] Please see Figure 11 , Figure 11 This is a schematic diagram of a call processing device provided in an embodiment of this application. The call processing device can be configured to perform... Figures 5 to 7 The device (e.g., a chip) of the call processing method in the embodiment. The call processing device may include a transceiver 1101, at least one processor 1102, and a memory 1103. The transceiver 1101, processor 1102, and memory 1103 may be interconnected via one or more communication buses, or in other ways.

[0367] Transceiver 1101 can be used to send or receive data. It is understood that transceiver 1101 is a general term and can include both receivers and transmitters.

[0368] The processor 1102 can be used to process data from the call processing device. The processor 1102 may include one or more processors, such as one or more central processing units (CPUs), network processors (NPs), hardware chips, or any combination thereof. If the processor 1102 is a CPU, the CPU can be a single-core CPU or a multi-core CPU.

[0369] The memory 1103 is used to store program code, etc. The memory 1103 may include volatile memory, such as random access memory (RAM); the memory 1103 may also include non-volatile memory, such as read-only memory (ROM), flash memory, hard disk drive (HDD) or solid-state drive (SSD); the memory 1103 may also include a combination of the above types of memory.

[0370] The processor 1102 and memory 1103 can be coupled through an interface or integrated together; this embodiment does not impose any limitations on this.

[0371] The transceiver 1101 and processor 1102 described above can be used to perform Figure 5 The call processing method in the embodiment is specifically implemented as follows:

[0372] Transceiver 1101 is used to send a data channel establishment indication message to the processor when it detects that the terminal device has initiated or received a call service, so as to instruct the processor to establish a data channel with the terminal device.

[0373] Processor 1102 is used to establish a data channel with the terminal device;

[0374] Transceiver 1101 is also used to send service page information corresponding to the call service to the terminal device through the data channel.

[0375] In one implementation, transceiver 1101 is also used to receive user operation information from the terminal device;

[0376] Processor 1102 is also used to convert user operation information into audio information;

[0377] Transceiver 1101 is also used to send audio information to the call center through a media channel between the terminal device and the call center.

[0378] In one implementation, transceiver 1101 is also used to receive data from terminal devices via a data channel;

[0379] Processor 1102 is also used to obtain user operation information of the terminal device during data conversion of the terminal device.

[0380] In one implementation, transceiver 1101 is also used to receive user operation information from terminal devices via a data channel.

[0381] In one implementation, when the call service is detected to be connected, the transceiver 1101 is also used to send first service page information.

[0382] In one implementation, the processor 1102 is further configured to acquire a call start event, a call notification message, or a call connection event from the data of the terminal device, and the transceiver 1101 is further configured to send the first service page information corresponding to the call start event, the call notification message, or the call connection event.

[0383] In one implementation, transceiver 1101 is further configured to receive a data channel establishment request message from a terminal device, and in response to the data channel establishment request message, send a data channel establishment indication message to an application media device.

[0384] In one implementation, the transceiver 1101 is further configured to receive user operation information from the terminal device and send the second service page information corresponding to the user operation information.

[0385] In one implementation, transceiver 1101 is further configured to send page instruction information to terminal device via data channel. The page instruction information is used to instruct terminal device to display the UI page or cached UI page corresponding to the first service page information.

[0386] Please see Figure 12 , Figure 12 This is a schematic diagram of another call processing device provided in an embodiment of this application. The call processing device may include a transceiver 1201, at least one processor 1202, and a memory 1203. The transceiver 1201, processor 1202, and memory 1203 may be interconnected via one or more communication buses, or may be connected in other ways.

[0387] Transceiver 1201 can be used to send or receive data. It is understood that transceiver 1201 is a general term and can include both receivers and transmitters.

[0388] The processor 1202 can be used to process data from the call processing device. The processor 1202 may include one or more processors, such as one or more central processing units (CPUs), network processors (NPs), hardware chips, or any combination thereof. If the processor 1202 is a CPU, the CPU can be a single-core CPU or a multi-core CPU.

[0389] The memory 1203 is used to store program code, etc. The memory 1203 may include volatile memory, such as random access memory (RAM); the memory 1203 may also include non-volatile memory, such as read-only memory (ROM), flash memory, hard disk drive (HDD) or solid-state drive (SSD); the memory 1203 may also include a combination of the above types of memory.

[0390] The processor 1202 and memory 1203 can be coupled through an interface or integrated together; this embodiment does not impose any limitations on this.

[0391] The transceiver 1201 and processor 1202 described above can be used for Figures 8 to 10 The call processing method in the illustrated embodiment is specifically implemented as follows:

[0392] The processor 1202 is used to establish a data channel with the terminal device when it detects that the terminal device has initiated or received a call service;

[0393] Transceiver 1201 is used to send the first service page information corresponding to the call service to the terminal device through the data channel, and to receive user operation information from the terminal device through the data channel.

[0394] Processor 1202 is also used to convert user operation information into audio information;

[0395] Transceiver 1201 is also used to send audio information to the call center through a media channel between the terminal device and the call center.

[0396] In one implementation, the processor 1202 is also used to connect itself in series with the media channel when a call service is connected.

[0397] In one implementation, transceiver 1201 is further configured to receive a call start event from a telephone server, and processor 1202 is further configured to determine whether the terminal device initiates or receives a call service based on the call start event; or

[0398] Transceiver 1201 is also used to receive data channel establishment request messages from terminal devices, and processor 1202 is also used to determine whether the terminal device initiates or receives a call service based on the data channel establishment request message.

[0399] In one implementation, the processor 1202 is further configured to acquire first service page information corresponding to the call start event; the transceiver 1201 is further configured to send the first service page information to the terminal device through the data channel.

[0400] In one implementation, the processor 1202 is further configured to obtain the first service page information corresponding to the called number based on the called number included in the call start event.

[0401] In one implementation, the processor 1202 is further configured to obtain second service page information corresponding to the user operation information based on the user operation information; the transceiver 1201 is further configured to send the second service page information to the terminal device through the data channel.

[0402] In one implementation, transceiver 1201 is also used to send page instruction information to terminal device through data channel. The page instruction information is used to instruct terminal device to display the UI page corresponding to the business page information or cache the UI page.

[0403] This application provides a computer-readable storage medium storing a program or instructions that, when executed on a computer, cause the computer to perform the call processing method described in this application.

[0404] This application provides a chip or chip system, which includes at least one processor and an interface. The interface and at least one processor are interconnected via a line. The at least one processor is used to run computer programs or instructions to perform the call processing method in this application embodiment.

[0405] The interfaces in the chip can be input / output interfaces, pins, or circuits, etc.

[0406] The chip system mentioned above can be a system on chip (SOC) or a baseband chip, etc. The baseband chip can include processors, channel encoders, digital signal processors, modems and interface modules, etc.

[0407] In one implementation, the chip or chip system described above in this application further includes at least one memory, which stores instructions. The memory can be an internal storage unit of the chip, such as a register or cache, or it can be a storage unit of the chip itself (e.g., read-only memory, random access memory, etc.).

[0408] In the above embodiments, implementation can be achieved, in whole or in part, through software, hardware, firmware, or any combination thereof. When implemented in software, it can be implemented, in whole or in part, as a computer program product. A computer program product includes one or more computer instructions. When the computer instructions are loaded and executed on a computer, all or part of the processes or functions described in the embodiments of this application are generated. The computer can be a general-purpose computer, a special-purpose computer, a computer network, or other programmable device. The computer instructions can be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another. For example, computer instructions can be transmitted from one website, computer, server, or data center to another website, computer, server, or data center via wired (e.g., coaxial cable, fiber optic, digital subscriber line (DSL)) or wireless (e.g., infrared, wireless, microwave, etc.) means. The computer-readable storage medium can be any available medium that a computer can access or a data storage device such as a server or data center that integrates one or more available media. The available media may be magnetic media (e.g., floppy disks, hard disks, magnetic tapes), optical media (e.g., high-density digital video discs (DVDs)), or semiconductor media (e.g., solid-state disks (SSDs)).

[0409] Those skilled in the art will recognize that the units and algorithm steps of the various examples described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, computer software, or a combination of both. To clearly illustrate the interchangeability of hardware and software, the components and steps of the various examples have been generally described in terms of functionality in the foregoing description. Whether these functions are implemented in hardware or software depends on the specific application and design constraints of the technical solution. Those skilled in the art can use different methods to implement the described functions for each specific application, but such implementations should not be considered beyond the scope of this application.

[0410] The above description is merely a specific embodiment of this application, but the scope of protection of this application is not limited thereto. Any variations or substitutions that can be easily conceived by those skilled in the art within the scope of the technology disclosed in this application should be included within the scope of protection of this application. Therefore, the scope of protection of this application should be determined by the scope of the claims.

Claims

1. A call processing system, characterized in that, This includes application service devices and application media devices; The application service device is used to send a data channel establishment instruction message to the application media device when it detects that the terminal device has initiated or received a call service, so as to instruct the application media device to establish a data channel with the terminal device. The application media device is configured to receive the data channel establishment instruction message from the application service device, establish a data channel with the terminal device, and send first service page information corresponding to the call service to the terminal device through the data channel; the first service page information includes UI page elements and control files. The UI page elements are used to display the UI page on the display interface of the terminal device, and the control file is used to provide interactive operations to the user; The application media device is also used to receive user operation information from the terminal device, convert the user operation information into audio information, and send the audio information to the call center through the media channel between the terminal device and the call center.

2. The system according to claim 1, characterized in that, The application media device is also used to receive data from the terminal device through the data channel and send the data from the terminal device to the application service device. The application service device is also used to receive data from the terminal device, obtain user operation information of the terminal device in the data conversion of the terminal device, and send the user operation information of the terminal device to the application media device.

3. The system according to claim 1, characterized in that, The application media device is also used to receive user operation information from the terminal device through the data channel.

4. The system according to claim 1, characterized in that, The application service device is also used to send the first service page information to the application media device when the call service is connected; The application media device is also used to receive the information from the first service page.

5. The system according to claim 4, characterized in that, The application media device is also used to receive data from the terminal device through the data channel and send the data from the terminal device to the application service device. The application service device is also used to receive data from the terminal device; The application service device is used to send the first service page information to the application media device, including: The application service device obtains the call start event, call notification message, or call connection event from the data of the terminal device, and sends the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

6. The system according to claim 1, characterized in that, When the application service device detects that a terminal device has initiated or received a call service, it sends a data channel establishment indication message to the application media device, including: The application service device receives the data channel establishment request message from the terminal device, and in response to the data channel establishment request message, sends the data channel establishment instruction message to the application media device.

7. The system according to claim 1 or 2, characterized in that, The application service device is also used to receive user operation information from the terminal device and send the second service page information corresponding to the user operation information to the application media device.

8. The system according to claim 1, characterized in that, The application media device is also used to send page instruction information to the terminal device through the data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the first service page information or to cache the UI page.

9. A call processing system, characterized in that, This includes application service devices and application media devices; The application service device is used to establish a data channel with the terminal device when it detects that the terminal device initiates or receives a call service, send first service page information corresponding to the call service to the terminal device through the data channel, receive user operation information from the terminal device through the data channel, and send the user operation information to the application media device. The application media device is used to receive user operation information from the application service device, convert the user operation information into audio information, and send the audio information to the call center through the media channel between the terminal device and the call center.

10. The system according to claim 9, characterized in that, The application media device is also used to connect itself to the media channel when the call service is connected.

11. The system according to claim 9, characterized in that, The application service device is used to detect calls initiated by terminal devices, including: The application service device is used to receive a call start event or call request from the telephone server, and determine whether the terminal device initiates a call service based on the call start event or call request; or The application service device is used to receive a data channel establishment request message from a terminal device, and determine whether the terminal device initiates a call service based on the data channel establishment request message.

12. The system according to claim 11, characterized in that, The application service device is used to send first service page information corresponding to the call service to the terminal device through the data channel, including: The application service device acquires the first service page information corresponding to the call start event; The application service device sends the first service page information to the terminal device through the data channel.

13. The system according to claim 12, characterized in that, The application service device is used to obtain first service page information corresponding to the call start event, including: The application service device obtains the first service page information corresponding to the called number based on the called number included in the call start event.

14. The system according to claim 9 or 10, characterized in that, The application service device is also used to obtain the second business page information corresponding to the user operation information based on the user operation information, and send the second business page information to the terminal device through the data channel.

15. The system according to claim 9 or 10, characterized in that, The application service device is also used to send page instruction information to the terminal device through the data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the business page information or to cache the UI page.

16. A call processing method, characterized in that, include: When the application service device detects that the terminal device has initiated or received a call service, it sends a data channel establishment instruction message to the application media device to instruct the application media device to establish a data channel with the terminal device. The application media device receives a data channel establishment instruction message from the application service device, establishes a data channel with the terminal device, and sends first service page information corresponding to the call service to the terminal device through the data channel; the first service page information includes UI page elements and control files. The UI page elements are used to display the UI page on the display interface of the terminal device, and the control file is used to provide interactive operations to the user; The application media device receives user operation information from the terminal device, converts the user operation information into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

17. The method according to claim 16, characterized in that, The method further includes: The application media device receives data from the terminal device through the data channel and sends the data from the terminal device to the application service device. The application service device receives data from the terminal device, obtains user operation information of the terminal device in the data conversion of the terminal device, and sends the user operation information of the terminal device to the application media device.

18. The method according to claim 16, characterized in that, The method further includes: The application media device receives user operation information from the terminal device through the data channel.

19. The method according to claim 16, characterized in that, The method further includes: When the application service device detects that the call service is connected, it sends the first service page information to the application media device. The application media device receives the information from the first service page.

20. The method according to claim 19, characterized in that, The method further includes: The application media device receives data from the terminal device through the data channel and sends the data from the terminal device to the application service device. The application service device receives data from the terminal device; The application service device sends the first service page information to the application media device, including: The application service device obtains the call start event, call notification message, or call connection event from the data of the terminal device, and sends the first service page information corresponding to the call start event, call notification message, or call connection event to the application media device.

21. The method according to claim 16, characterized in that, When the application service device detects that a terminal device has initiated or received a call service, it sends a data channel establishment indication message to the application media device, including: The application service device receives the data channel establishment request message from the terminal device, and in response to the data channel establishment request message, sends the data channel establishment instruction message to the application media device.

22. The method according to claim 16, characterized in that, The method further includes: The application service device receives user operation information from the terminal device and sends the second service page information corresponding to the user operation information to the application media device.

23. The method according to claim 17, characterized in that, The method further includes: The application media device sends page instruction information to the terminal device through the data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the first service page information or to cache the UI page.

24. A call processing method, characterized in that, The method includes: When the application service device detects that the terminal device initiates or receives a call service, it establishes a data channel with the terminal device, sends the first service page information corresponding to the call service to the terminal device through the data channel, receives user operation information from the terminal device through the data channel, and sends the user operation information to the application media device. The application media device receives user operation information from the application service device, converts the user operation information into audio information, and sends the audio information to the call center through the media channel between the terminal device and the call center.

25. The method according to claim 24, characterized in that, The method further includes: When the call service is connected, the application media device connects itself to the media channel.

26. The method according to claim 24, characterized in that, The application service device detects that the terminal device initiates or receives a call service, including: The application service device receives a call start event from the telephone server and determines whether the terminal device initiates or receives a call service based on the call start event; or The application service device receives a data channel establishment request message from the terminal device and determines whether the terminal device initiates or receives a call service based on the data channel establishment request message.

27. The method according to claim 26, characterized in that, The application service device sends first service page information corresponding to the call service to the terminal device through the data channel, including: The application service device acquires the first service page information corresponding to the call start event; The application service device sends the first service page information to the terminal device through the data channel.

28. The method according to claim 27, characterized in that, The application service device acquires the first service page information corresponding to the call start event, including: The application service device obtains the first service page information corresponding to the called number based on the called number included in the call start event.

29. The method according to claim 24, characterized in that, The method further includes: The application service device obtains the second business page information corresponding to the user operation information based on the user operation information, and sends the second business page information to the terminal device through the data channel.

30. The method according to claim 24, characterized in that, The method further includes: The application service device sends page instruction information to the terminal device through the data channel. The page instruction information is used to instruct the terminal device to display the UI page corresponding to the business page information or to cache the UI page.

31. A computer-readable storage medium, characterized in that, The system stores a program or instructions that, when run on a computer, execute the method as described in any one of claims 16 to 23 or 24 to 30.

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