Video call method based on work number platform

Abstract

The invention discloses a video call method based on a work number platform, which comprises the following steps of: for a video downlink scene, transmitting a file to the work number platform by a call center, auditing and transcoding the file into a video file by the work number platform, generating a file ID (Identity) to inform the call center, and initiating bidirectional audio to a client through the work number platform by the call center. Performing one-way downlink video call, and playing the video file to the client through the file ID; for a video uplink scene, the call center and the client initiate a bidirectional audio and unidirectional uplink video call through the work number platform, the uplink audio and video stream of the client is displayed and recorded in the center of the work number platform and is transcoded into a video file and a corresponding ID, and the call center downloads the uplink video file from the work number platform according to the corresponding ID. The method is used for assisting a call center which does not support a video call to carry out a one-way video call with a client by utilizing the video capability of a work number platform.

Description

Technical Field

[0001] The present invention belongs to the technical field of video calls, and in particular, relates to a video call method based on a work number platform. Background Art

[0002] In order to protect customer privacy and improve the connection rate, call centers usually use the work number model to hide the actual number when making external calls. Before the call, the call center writes the binding relationship of AXB into the work number platform, where A is the call center number, X is the work number, and B is the customer number. When calling, call center number A calls work number X. After the work number platform queries the relationship of AXB, it triggers another call, using work number X to call number B; similarly, it also supports number B to call work number X, which is converted to work number X calling number A.

[0003] Currently, based on audio calls, video calls have also become familiar to everyone. Call centers can also greatly improve work efficiency by using video calls, but their usage method is different from personal calls. There is no need to use two-way video streams, and one-way videos are used more often. For example: a call center sends a video call request to a customer, which is called video downlink. The video to be played is generally a promotional video or static text, picture, etc.; a customer sends a video call request to a call center, which is called video uplink. The video to be played is generally a video uploaded by the customer.

[0004] However, traditional call centers still face the following problems when using video calls: first, in order to implement video calls, the call center needs to be transformed, and the redevelopment of video call capabilities requires a lot of time and cost; second, it will increase the cost of expanding the bandwidth from the call center to the operator's network. Summary of the invention

[0005] In view of the problems existing in the prior art, the present invention provides a video call method based on the work number platform, which expands the video function on the work number platform, avoids the transformation of the call center, reduces development costs and time costs, and uses the Internet to transmit video streams or video files without paying for dedicated network bandwidth costs.

[0006] In order to achieve the above technical objectives, the present invention adopts the following technical solution: a video call method based on a work number platform, the specific process is as follows:

[0007] For the video downlink scenario, the call center transmits the file to the work account platform, which reviews it, transcodes it into a video file, generates a file ID and informs the call center. The call center initiates a two-way audio and one-way downlink video call with the customer through the work account platform, and then plays the video file to the customer through the file ID.

[0008] For the video uplink scenario, the call center and the customer initiate a two-way audio and one-way uplink video call through the work number platform. The customer's uplink audio and video stream is displayed and recorded at the work number platform center, transcoded into a video file and corresponding ID. The call center downloads the uplink video file from the work number platform according to the corresponding ID.

[0009] Furthermore, the work number platform includes: a SIP server, an RTP server, a front-end interface, a transcoding module, a file storage module, an audit center and a playback module;

[0010] The SIP server is responsible for negotiating ordinary audio calls initiated between the call center, the work number platform, and the customer, and one-way video calls between the work number platform and the customer;

[0011] The RTP server is responsible for transmitting the audio RTP stream between the call center, the work number platform and the customer, and the one-way video stream transmission between the work number platform and the customer;

[0012] The front-end interface is used for data transmission between the call center and the work number platform;

[0013] The file storage module is used to store files uploaded to the work number platform, including: files uploaded to the work number platform by the call center and video files transcoded by the customer's upstream audio and video streams;

[0014] The review center is used to review the legality of the files uploaded by the call center to the work number platform and feedback the review results to the call center;

[0015] The transcoding module is used to transcode the image file or text file that has passed the legality review into a video file, or transcode the audio and video stream during the customer's video uplink call into a video file, and store the transcoded video file in the file storage module;

[0016] The playback module reads the video file in the video downlink scenario from the file storage module and decodes it. The playback module is also used to receive the audio and video stream in the video uplink scenario from the RTP server and decode it.

[0017] Furthermore, the call center transmits the file to the work number platform, which reviews it, transcodes it into a video file, and generates a file ID to inform the call center. The specific process is as follows:

[0018] A. The call center stores the uploaded files in the file storage module through the front-end interface of the work number platform. The file storage module assigns a file ID to each stored file and returns the assigned file ID to the front-end interface;

[0019] B. The front-end interface notifies the audit center to obtain the corresponding file from the file storage module for legality review based on the returned file ID. If the review is illegal, execute step C; otherwise, determine whether the file that is legal is a video file. If so, execute step C; otherwise, transcode it into a video file through the transcoding module, and store the transcoded video file in the file storage module;

[0020] C. The audit center will inform the call center of the results of the legality review through the front-end interface, and for the documents that are reviewed to be legal, the file ID will be informed to the call center.

[0021] Furthermore, the specific process of transcoding into a video file through the transcoding module is: for image files, they are transcoded into static video files through the transcoding module; for text files, the text files are cut into images by page, and each page of images is transcoded into a static video file through the transcoding module.

[0022] Furthermore, after informing the call center of the file ID of the legally reviewed file, the call center calls the playback module according to the file ID to read the corresponding video file from the file storage module, decodes it, and displays the decoded video file in the call center's browser through the front-end interface.

[0023] Furthermore, the specific process of the call center playing the video file to the customer according to the file ID is as follows:

[0024] i. The call center selects the file ID of the video file to be downloaded, triggers the SIP server in the work number platform to negotiate two-way audio and one-way video download with the client through the front-end interface, and notifies the front-end interface after the negotiation is successful;

[0025] ii. The front-end interface notifies the playback module of the file ID of the video file to be downloaded. The playback module reads the corresponding video file from the file storage module according to the file ID of the video file to be downloaded and decodes it to generate an RTP stream;

[0026] iii. Send the RTP stream to the RTP server of the work number platform and then send it to the customer.

[0027] Furthermore, the decoded video file is synchronously displayed on the browser of the call center through the front-end interface.

[0028] Furthermore, if the audio of the video file needs to be played, the RTP server of the work number platform needs to mix the RTP audio stream of the call center and the RTP audio stream of the customer with the audio in the downstream video file.

[0029] Furthermore, the specific process of initiating a two-way audio and one-way uplink video call between the call center and the customer through the work number platform is as follows:

[0030] a. The call center initiates an audio call with the customer through the work number platform, and triggers the SIP server in the work number platform through the front-end interface to negotiate a one-way video uplink with the customer;

[0031] b. The RTP server in the work number platform converts the customer's upstream audio and video stream into a video file through the transcoding module. At the same time, the RTP server allows the call center to play through the web page through the playback module via the front-end interface, and transmits the audio stream to the RTP server of the call center.

[0032] Furthermore, the video file transcoded from the customer's uplink audio and video stream is stored in the file storage module through the transcoding module, and the file storage module assigns a file ID to the transcoded video file, and notifies the call center of the file ID through the front-end interface. The call center downloads the corresponding uplink video file from the file storage module according to the file ID.

[0033] Compared with the prior art, the present invention has the following beneficial effects: the video call method based on the work number platform of the present invention controls and transmits video capabilities through the Internet by adding a front-end interface, a transcoding module, a file storage module, an audit center and a playback module to the work number platform, thereby avoiding the call center from having to perform video communication transformation, and greatly saving the development cost and time cost of the call center for video calls; in addition, the video call method based on the work number platform of the present invention is suitable for both video downlink scenarios and video uplink scenarios, and the video communication is transmitted through the Internet, which will not occupy the dedicated network bandwidth from the call center to the work number platform, and greatly saving bandwidth costs. BRIEF DESCRIPTION OF THE DRAWINGS

[0034] Figure 1 It is a framework diagram of the video calling method based on the work number platform of the present invention;

[0035] Figure 2 It is a timing diagram of uploading files to the work number platform and previewing them in the call center in the present invention;

[0036] Figure 3 It is a timing diagram of video downlink of the present invention;

[0037] Figure 4 This is a SIP / RTP timing diagram during the video downlink process of the present invention;

[0038] Figure 5 It is a timing diagram of video uplink of the present invention;

[0039] Figure 6 This is an RTP timing diagram during the video uplink process of the present invention. DETAILED DESCRIPTION

[0040] The technical solution of the present invention is further explained below in conjunction with the accompanying drawings.

[0041] The present invention provides a video call method based on a work number platform, which does not require the call center to be modified for video communication. Instead, video negotiation and transmission are completed through the work number platform, which greatly saves development costs and communication bandwidth. The specific process of the video call method is as follows:

[0042] For the video downlink scenario, that is, the video is transmitted from the call center to the customer, the call center transmits the file to the work number platform, the work number platform reviews it, and after transcoding it into a video file, generates a file ID and informs the call center. The call center initiates a two-way audio and one-way downlink video call to the customer through the work number platform, and then plays the video file to the customer through the file ID;

[0043] For the video uplink scenario, that is, the video is transmitted from the customer to the call center, the call center and the customer initiate a two-way audio and one-way uplink video call through the work number platform. The customer's uplink audio and video stream is displayed and recorded at the work number platform center, transcoded into a video file and a corresponding ID. The call center downloads the uplink video file from the work number platform according to the corresponding ID.

[0044] Under the limitation that the call center does not support video calls, the present invention realizes one-way video downlink or uplink with the customer through the work number platform, which greatly saves the development cost and time cost of the call center for video calls.

[0045] like Figure 1 The present invention relates to a call center, a work number platform and a customer. The call center includes: a SIP server for initiating a standard voice call; an RTP server for sending and receiving audio RTP streams; a browser for accessing the front-end interface of the work number platform through the Internet to complete functions related to video, such as: uploading files to be uploaded to the work number platform through the front-end interface, receiving the review results of the uploaded files by the review center in the work number platform, viewing the video files transcoded by the uploaded files and the video files generated by the customer's uplink video call recording, and viewing the customer's uplink video in real time.

[0046] The work number platform includes: SIP server, RTP server, front-end interface, transcoding module, file storage module, audit center and playback module. The SIP server is responsible for negotiating ordinary audio calls initiated between the call center, the work number platform, and the customer, as well as one-way video calls between the work number platform and the customer. During an audio call, the RTP server transmits the audio RTP stream between the call center, the work number platform and the customer, and realizes one-way video stream transmission between the work number platform and the customer. Specifically, during a video call, for the downlink video scenario, for the video, the RTP stream generated by the video file is forwarded to the customer. For audio, if the video audio is played, the audio from the played video and the audio between the call center and the customer need to be mixed and then sent to the other party. If there is no audio when playing the video, it is the same as the ordinary audio call process; for the uplink video scenario, it is responsible for receiving the customer's audio and video stream and passing it to the playback module and transcoding module, and the audio stream is transferred to the call center. The front-end interface is used for data transmission between the call center and the work number platform; the file storage module is used to store files uploaded to the work number platform, including: files uploaded by the call center to the work number platform and video files transcoded from the customer's upstream audio and video streams. The review center is used to conduct a legality review of the files uploaded by the call center to the work number platform and feedback the review results to the call center. The transcoding module is used to transcode image files or text files that have passed the legality review into video files, or transcode the audio and video streams during the customer's video upstream call into video files, and store the transcoded video files in the file storage module; the playback module reads the video files in the video downstream scenario from the file storage module and decodes them. The playback module is also used to receive and decode the audio and video streams in the video upstream scenario from the RTP server. It can be seen that through the video capabilities of the work number platform, video capabilities are provided to call centers that do not support video capabilities and customers.

[0047] like Figure 2 The call center transmits the file to the work number platform, which reviews it, transcodes it into a video file, and generates a file ID to inform the call center. The specific process is as follows:

[0048] 1. The call center uses a browser to access the front-end interface of the work number platform through the Internet and uploads the file through the front-end interface of the work number platform;

[0049] 2. Store in the file storage module, the file storage module assigns a file ID to each stored file, and returns the assigned file ID to the front-end interface;

[0050] 3. The front-end interface notifies the call center that the file has been uploaded successfully, and prompts that it needs to be reviewed before playing, but does not return the file ID;

[0051] 4. The front-end interface notifies the review center to conduct a legality review based on the returned file ID;

[0052] 5. The review center obtains the corresponding file from the file storage module for legality review. If the review is illegal, execute step 9; otherwise, determine whether the legal file is a video file. If so, execute step 9; otherwise, execute step 6;

[0053] 6. For image files and text files, notify the transcoding module to transcode;

[0054] 7. The transcoding module obtains the source file from the file storage module and transcodes it into a video file. Specifically, for the image file, the transcoding module transcodes it into a static video file; for the text file, the text file is cut into images by page, and each page of the image is transcoded into a static video file by the transcoding module;

[0055] 8. The transcoding module notifies the review center that the transcoding is complete;

[0056] 9. The review center notifies the front-end interface of the review results, and the front-end interface converts it into an unread message for the call center. Only when the review is successful will the call center be informed of the file ID of the uploaded file;

[0057] 10. Check the unread messages at the call center. If the review fails, you can check the reason for the failure and upload it again after modification. If the review passes, go to step 11 to view the playback effect of the video file online.

[0058] 11. For files that are legally reviewed, the call center calls the playback module to play the video file based on the file ID;

[0059] 12. The playback module reads the corresponding video file from the file storage module and decodes it;

[0060] 13. Return the decoded video file to the front-end interface;

[0061] 14. Transmit to the call center's browser and display the decoded video file to the call center.

[0062] like Figure 3 The specific process of the call center playing the video file to the customer according to the file ID is as follows:

[0063] 1. The call center and the customer initiate a normal audio call;

[0064] 2. The call center logs in to the work number platform through a browser. According to the corresponding relationship between the call center and the customer, the sound source is set to a media file or the voice stream of both parties. The call center selects the ID of the video file to be downloaded;

[0065] 3. The front-end interface triggers the SIP server in the work number platform to negotiate the one-way transmission of the downlink video file to the customer;

[0066] 4. The SIP server negotiates a one-way video stream, that is, the video stream in the work number platform uses the a=sendonly attribute, and the customer responds with the a=recvonly attribute. In this way, the customer will be prompted with a one-way video, which greatly improves the user's sense of security and the possibility of acceptance;

[0067] 5. After the negotiation is successful, the negotiated SIP protocol stack is notified to the front-end interface;

[0068] 6. The front-end interface notifies the playback module of the file ID and sound source of the video file to be downloaded;

[0069] 3. The playback module reads the corresponding video file from the file storage module according to the file ID of the video file to be downloaded and decodes it. When the sound source is a media file, the audio and video streams are decoded at the same time; when the sound source is a two-way voice, only the video stream is decoded;

[0070] 8. The playback module generates an RTP stream from the decoded file and transmits the RTP stream to the RTP server of the work number platform. Specifically, if there is audio in the downlink video file, it is necessary to mix the RTP audio stream and the audio in the downlink video file when the RTP audio stream of the call center or the RTP audio stream of the customer reaches the RTP server of the work number platform.

[0071] 9. Transmit to the client through RTP server;

[0072] 10. The decoded video file is transmitted to the front-end interface;

[0073] 11. The call center can watch the played video files synchronously through the browser, which is convenient for explanation, page turning, etc.;

[0074] 12. The call center switches the video file to be played according to the file ID, and the process is the same as step 3-11.

[0075] like Figure 4 During the video downlink process, the SIP / RTP timing process is as follows:

[0076] 1. The call center initiates an audio call using the SIP protocol's INVITE signaling, which only contains audio encoding;

[0077] 2. After the work number platform is changed, another audio call is initiated, also using the SIP protocol INVITE signaling, which only contains audio encoding;

[0078] 3. The client successfully negotiates and returns the 200OK signaling of the SIP protocol, which includes the audio codec negotiation result;

[0079] 4. After the work number platform is changed, the 200OK signaling of the SIP protocol is also used, including the audio codec negotiation result;

[0080] 5. The RTP audio stream of the call center is sent to the work number platform;

[0081] 6. The work number platform is forwarded to the customer;

[0082] 7. The customer's RTP audio stream is sent to the work number platform;

[0083] 8. The work number platform is forwarded to the call center;

[0084] 9. The work number platform is triggered by the call center through the front-end SIP RE-INVITE re-negotiation, the audio stream attributes remain unchanged, the video stream is unidirectional, and the a=sendonly attribute is used;

[0085] 10. The client returns 200OK, which contains the negotiated audio and video stream attributes. The audio stream attributes remain unchanged, and the video stream uses the a=recvonly attribute.

[0086] From the above steps, we can see that the video negotiation only involves the work number platform and the customer, and does not require the participation of the call center; similarly, the video stream introduced below is also sent from the work number platform to the customer:

[0087] For the case where there is no audio in the video file:

[0088] 1. The RTP audio stream of the call center reaches the work number platform;

[0089] 2. The work account platform forwards it to the customer;

[0090] 3. The work account platform sends the RTP video stream after decoding the video file to the customer;

[0091] 4. The customer's RTP audio stream is sent to the work number platform;

[0092] 5. The work number platform forwards it to the call center.

[0093] For the case where there is audio in the video file:

[0094] 1. The RTP audio stream of the call center reaches the work number platform;

[0095] 2. The work number platform mixes the RTP audio stream of the call center and the audio stream in the video file;

[0096] 3. Forward the mixed audio to the customer;

[0097] 4. The work account platform sends the RTP video stream after decoding the video file to the customer;

[0098] 5. The customer's RTP audio stream is sent to the work number platform;

[0099] 6. The work number platform mixes the customer's RTP audio stream and the audio stream in the video file;

[0100] 7. The work number platform forwards it to the call center.

[0101] like Figure 5 , the specific process of making a video call in the video uplink scenario is as follows:

[0102] 1. The call center and the customer initiate an audio call through the work number platform;

[0103] 2. The customer transmits the video stream to be uploaded to the SIP server of the work number platform through the front-end interface. The call center selects the video stream to be uploaded based on the corresponding relationship between the call center and the customer in the SIP server.

[0104] 3. Trigger the SIP server in the work number platform through the front-end interface to negotiate the uplink video stream to be transmitted one-way to the call center.

[0105] 4. The SIP server negotiates a one-way video stream, i.e. the video stream in the work number platform uses the a=recvonly attribute, and the client responds with the a=sendonly attribute;

[0106] 5. After the negotiation is successful, the uplink video stream is sent to the RTP server of the work number platform;

[0107] 6. The audio stream is sent to the call center;

[0108] 7. The uplink audio and video streams in the RTP server are also transcoded into video files through the transcoding module;

[0109] 8. The transcoding module stores the video file in the file storage module;

[0110] 9. Copy the audio and video streams to be uploaded in the RTP server to the playback module;

[0111] 10. Convert the video to a playback format supported by the call center through the playback module and send it to the front-end interface

[0112] 11. The call center plays the video uploaded by the customer through the browser;

[0113] 12. After the call is over, the file storage module assigns a file ID to the transcoded video file and notifies the call center of the file ID through the front-end interface;

[0114] 13. The call center obtains the video file from the file storage module according to the file ID;

[0115] 14. The download request from the call center is sent to the file storage module;

[0116] 15. The call center obtains the corresponding video file.

[0117] like Figure 6 This is the RTP timing process during video uplink. The specific process is as follows:

[0118] 1. Customer upstream audio and video stream;

[0119] 2. The work number platform forwards the audio stream to the call center;

[0120] 3. The audio and video streams are also copied to the transcoding module for duplication and displayed to the call center's browser through the playback module.

[0121] 4. The audio stream of the call center reaches the work number platform;

[0122] 5. The audio stream is transferred to the client.

[0123] The video calling method based on the work number platform of the present invention is applicable to both video downlink scenarios and video uplink scenarios, and the video communication is transmitted through the Internet, which will not occupy the dedicated network bandwidth from the call center to the work number platform, thereby greatly saving bandwidth costs.

[0124] Example

[0125] A car insurance sales call center has not been transformed into a video capability and does not support video calls. At the same time, the dedicated line bandwidth to the operator is small and insufficient to bear the video traffic. In order to support video calls with customers, the method of the present invention is used to enable video capabilities on the work number platform. The process of realizing video calls between the car insurance sales call center and customers is as follows:

[0126] Before calling:

[0127] 1. The customer service staff of the auto insurance sales call center uploaded a general auto insurance introduction video and a PPT file on the work account platform through the browser, and introduced the meaning and quotation of each item to the customer in a targeted manner;

[0128] 2. After these files are saved in the file storage module, they are assigned file IDs and undergo a legality review by the review center. Only after passing the review can they be played, and the ppt files are cut into multiple static videos by page;

[0129] 3. The customer service staff of the auto insurance sales call center obtained the file IDs of the video and PPT files.

[0130] When calling:

[0131] 1. The customer service staff of the auto insurance sales call center starts the audio call with the customer normally and explains that the subsequent video is a one-way downward video and will not obtain the user's upward video;

[0132] 2. The customer service staff searches for the current call on the front-end interface of the work number platform, then selects the file ID of the video file and plays it using the audio stream of the video;

[0133] 3. The work account platform and the customer conduct a one-way video stream negotiation, and the customer can see the promotional video and hear the sound in the video;

[0134] 4. Customer service staff can watch the video synchronously in the browser;

[0135] 5. After playing the current video, the customer service staff selects the file ID of the ppt file and plays it using the customer service's audio stream. The playback module recognizes that this is a ppt file and starts to loop the video file corresponding to the first page for the customer, and simultaneously displays it in the customer service staff's browser;

[0136] 6. The customer service staff introduces the PPT content to the customer and lets the playback module play the corresponding video file by turning pages up and down;

[0137] 7. The customer can see the video generated by the PPT file and the customer service’s introduction voice on the mobile phone. Due to the clear description, the customer decides to buy insurance.

[0138] The customer encountered scratches during driving:

[0139] 1. The customer calls the work number to report the accident;

[0140] 2. The customer service staff and the customer were told that they could conduct a video assessment of the damage without waiting for the offline staff to arrive, and the customer agreed;

[0141] 3. The customer service staff searches for the current call on the front-end interface of the work number platform, and then chooses to start a one-way uplink video;

[0142] 4. The work account platform initiates a one-way video call to the customer, and the customer agrees;

[0143] 5. The customer's upstream audio and video stream is copied into three copies:

[0144] (1) The audio stream reaches the customer service staff through the audio channel;

[0145] (2) The video stream reaches the customer service browser;

[0146] (3) The audio and video streams are simultaneously copied to the transcoding module and transcoded into video files;

[0147] 6. Customer service staff observes the vehicle damage information uploaded by the user through the browser, and prompts the user to take necessary photos of the vehicle parts through local audio;

[0148] 7. After confirming that all key information has been captured, inform the user that the damage can be assessed and the result will be notified later. The call ends.

[0149] 8. The audio and video uploaded by the user are recorded as video files, stored in the file storage module, and assigned a file ID, which is notified to the customer service staff;

[0150] 9. The customer service staff downloads the video file to the local computer for archiving.

[0151] The above are only preferred embodiments of the present invention, and the protection scope of the present invention is not limited to the above embodiments. All technical solutions under the concept of the present invention belong to the protection scope of the present invention. It should be pointed out that for ordinary technicians in this technical field, some improvements and modifications without departing from the principle of the present invention should be regarded as the protection scope of the present invention.

Claims

1. A video call method based on a work number platform, characterized in that: The specific process is as follows: For the video downlink scenario, the call center transmits the file to the work account platform, which reviews it, transcodes it into a video file, generates a file ID and informs the call center. The call center initiates a two-way audio and one-way downlink video call with the customer through the work account platform, and then plays the video file to the customer through the file ID. For the video uplink scenario, the call center and the customer initiate a two-way audio and one-way uplink video call through the work number platform. The customer's uplink audio and video stream is displayed and recorded at the work number platform center, transcoded into a video file and corresponding ID. The call center downloads the uplink video file from the work number platform according to the corresponding ID.

2. A video call method based on a work number platform according to claim 1, characterized in that: The work number platform includes: SIP server, RTP server, front-end interface, transcoding module, file storage module, review center and playback module; The SIP server is responsible for negotiating ordinary audio calls initiated between the call center, the work number platform, and the customer, and one-way video calls between the work number platform and the customer; The RTP server is responsible for transmitting the audio RTP stream between the call center, the work number platform and the customer, and the one-way video stream transmission between the work number platform and the customer; The front-end interface is used for data transmission between the call center and the work number platform; The file storage module is used to store files uploaded to the work number platform, including: files uploaded to the work number platform by the call center and video files transcoded by the customer's upstream audio and video streams; The review center is used to review the legality of the files uploaded by the call center to the work number platform and feedback the review results to the call center; The transcoding module is used to transcode the image file or text file that has passed the legality review into a video file, or transcode the audio and video stream during the customer's video uplink call into a video file, and store the transcoded video file in the file storage module; The playback module reads the video file in the video downlink scenario from the file storage module and decodes it. The playback module is also used to receive the audio and video stream in the video uplink scenario from the RTP server and decode it.

3. A video call method based on a work number platform according to claim 2, characterized in that: The call center transmits the file to the work account platform, which reviews it, transcodes it into a video file, and generates a file ID to inform the call center. The specific process is as follows: A. The call center stores the uploaded files in the file storage module through the front-end interface of the work number platform. The file storage module assigns a file ID to each stored file and returns the assigned file ID to the front-end interface; B. The front-end interface notifies the audit center to obtain the corresponding file from the file storage module for legality review based on the returned file ID. If the review is illegal, execute step C; otherwise, determine whether the file that is legal is a video file. If so, execute step C; otherwise, transcode it into a video file through the transcoding module, and store the transcoded video file in the file storage module; C. The audit center will inform the call center of the results of the legality review through the front-end interface, and for the documents that are reviewed to be legal, the file ID will be informed to the call center.

4. A video call method based on a work number platform according to claim 3, characterized in that: The specific process of transcoding into video files through the transcoding module is as follows: for image files, they are transcoded into static video files through the transcoding module; for text files, the text files are cut into images by page, and each page of images is transcoded into a static video file through the transcoding module.

5. According to claim 3, a video call method based on a work number platform is characterized in that: After informing the call center of the file ID of the legally reviewed file, the call center calls the playback module according to the file ID to read the corresponding video file from the file storage module and decodes it, and displays the decoded video file in the call center's browser through the front-end interface.

6. A video call method based on a work number platform according to claim 3, characterized in that: The specific process of the call center playing the video file to the customer according to the file ID is as follows: i. The call center selects the file ID of the video file to be downloaded, triggers the SIP server in the work number platform to negotiate two-way audio and one-way video download with the client through the front-end interface, and notifies the front-end interface after the negotiation is successful; ii. The front-end interface notifies the playback module of the file ID of the video file to be downloaded. The playback module reads the corresponding video file from the file storage module according to the file ID of the video file to be downloaded and decodes it to generate an RTP stream; iii. Send the RTP stream to the RTP server of the work number platform and then send it to the customer.

7. A video call method based on a work number platform according to claim 6, characterized in that: The decoded video file is also synchronously displayed on the browser of the call center through the front-end interface.

8. A video call method based on a work number platform according to claim 6, characterized in that: If you need to play the audio of a video file, the RTP server of the work number platform needs to mix the RTP audio stream of the call center and the RTP audio stream of the customer with the audio in the downstream video file.

9. A video call method based on a work number platform according to claim 2, characterized in that: The specific process of initiating a two-way audio and one-way uplink video call between the call center and the customer through the work number platform is as follows: a. The call center initiates an audio call with the customer through the work number platform, and triggers the SIP server in the work number platform through the front-end interface to negotiate a one-way video uplink with the customer; b. The RTP server in the work number platform converts the customer's upstream audio and video stream into a video file through the transcoding module. At the same time, the RTP server allows the call center to play through the web page through the playback module via the front-end interface, and transmits the audio stream to the RTP server of the call center.

10. A video call method based on a work number platform according to claim 9, characterized in that: The video file transcoded by the transcoding module from the customer's upstream audio and video stream is stored in the file storage module, and the file storage module assigns a file ID to the transcoded video file, and notifies the call center of the file ID through the front-end interface. The call center downloads the corresponding upstream video file from the file storage module according to the file ID.

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