Man-machine cooperation outbound method and system, electronic equipment and storage medium

Abstract

The invention discloses a man-machine cooperation outbound method and system, electronic equipment and a storage medium, and relates to the technical field of mobile communication, and the method comprises the steps that a voice call signal is sent to an operator video gateway through a calling terminal, and after the operator video gateway receives the voice call signal, the operator video gateway sends the voice call signal to the mobile terminal; controlling the cloud communication gateway to initiate a voice call request to the called terminal so as to request to establish a voice call channel between the calling terminal and the called terminal; and after the voice call channel is established, responding to a video call operation required by call upgrading, and sending a call upgrading request to an operator video gateway to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel. The call upgrading process is simplified, the voice call and the video call are seamlessly connected, and the continuity and efficiency of service communication are improved, so that convenient communication of complex service outbound services is realized.

Description

Technical Field

[0001] The present application relates to the field of mobile communication technology, and in particular to a human-machine collaborative outbound calling method, system, electronic device and storage medium. Background Art

[0002] There are many intelligent outbound call systems on the market. By connecting the outbound call system with the operator's call system, with the help of ASR (Automatic Speech Recognition) technology, TTS (Text to Speech, also known as speech synthesis), NLP (Natural Language Processing) and other technologies, robots can make fully automatic outbound calls to customers, greatly saving labor costs.

[0003] However, the robot fully automatic outbound call system has very obvious limitations, and its biggest problem is that the scenario is too simple. The robot fully automatic outbound call system is generally only suitable for some simple notifications and marketing work, while the implementation of complex businesses such as financial purchases, reconciliation registration, etc. still relies on manual follow-up. Therefore, the human-machine collaborative outbound call system is an upgrade and expansion of the robot fully automatic outbound call system, which effectively combines people and machines to improve the success rate of complex business implementation. The existing human-machine collaborative outbound call system can only initiate traditional voice calls, and for the implementation of some multimedia interactions or screen sharing functions, it is necessary to use third-party software or Internet applications to complete. For example, to add a customer's WeChat, use the built-in communication function of the mobile banking application software, etc., the current call needs to be hung up, which makes customer service have obvious breakpoints and business exchanges have certain limitations.

[0004] Therefore, how to improve the convenience of business communication in human-machine collaborative outbound calls is a problem that needs to be solved urgently. Summary of the invention

[0005] The main purpose of this application is to provide a human-machine collaborative outbound calling method, system, electronic device and storage medium, aiming to solve the technical problem of how to improve the convenience of business communication in human-machine collaborative outbound calling.

[0006] To achieve the above purpose, the present application proposes a human-machine collaborative outbound calling method, which is applied to a calling terminal. The human-machine collaborative outbound calling method includes:

[0007] Sending a voice call signaling to the operator video gateway, wherein after receiving the voice call signaling, the operator video gateway controls the cloud communication gateway to initiate a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal;

[0008] After the voice call channel is established, in response to a video call operation requiring call upgrade, a call upgrade request is sent to the operator video gateway, wherein after receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal to request establishment of a video call channel between the calling terminal and the called terminal on the voice call channel.

[0009] In one embodiment, the step of sending the voice call signaling to the operator's video gateway includes:

[0010] Initiate a voice call request to a preset proxy in the browser, wherein after receiving the voice call request, the preset proxy encapsulates the voice call request to obtain an encapsulated call instruction, and transmits the encapsulated call instruction to the telephone soft switch platform;

[0011] The encapsulated call instruction is converted into the voice call signaling through the telephone soft switch platform, and the voice call signaling is sent to the operator video gateway through the telephone soft switch platform.

[0012] In one embodiment, before the step of sending a call upgrade request to the operator video gateway, the step further includes:

[0013] Load the agent workstation page of the call coordination workstation in the browser, and call the preset interface to perform the call upgrade task;

[0014] Based on the call upgrade task, the agent workstation page is controlled to generate the call upgrade request, and the call upgrade request is transmitted to the operator video gateway.

[0015] In one embodiment, the human-machine collaborative outbound calling method further includes:

[0016] After the video call channel is established, a video source to be transmitted is obtained, and the video source to be transmitted is rendered;

[0017] The rendered video source to be transmitted is transmitted to the called terminal through the video call channel for display.

[0018] To achieve the above purpose, the present application also proposes a human-machine collaborative outbound calling method, which is applied to the operator's video gateway. The human-machine collaborative outbound calling method includes:

[0019] Receive voice call signaling sent by the calling terminal;

[0020] forwarding the voice call signaling to a cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal;

[0021] receiving a call upgrade request sent by the calling terminal, and requesting the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel based on the call upgrade request, wherein the call upgrade request is sent by the calling terminal in response to a video call operation requiring a call upgrade.

[0022] In one embodiment, a forwarding record is recorded during the process of executing the step of forwarding the voice call signaling to the cloud communication gateway, and the step of establishing a video call channel between the calling terminal and the called terminal on the voice call channel includes:

[0023] Obtaining the forwarding record and multiple ongoing call channels;

[0024] The voice call channel is determined among multiple call channels according to the forwarding record, and the video call channel is established on the voice call channel.

[0025] In one embodiment, the step of determining the voice call channel from a plurality of call channels according to the forwarding record comprises:

[0026] Acquire the called terminal recorded in the forwarding record, and match each call channel according to the called terminal;

[0027] The target call channel in each call channel whose destination is consistent with the called terminal is used as the voice call channel.

[0028] In addition, to achieve the above purpose, the present application also proposes a human-machine collaborative outbound calling system, the human-machine collaborative outbound calling system comprising:

[0029] The calling terminal is used to send voice call signaling to the operator's video gateway;

[0030] After the voice call channel is established, in response to the video call operation requiring call upgrade, sending a call upgrade request to the operator video gateway;

[0031] The operator's video gateway is used to receive the voice call signaling sent by the calling terminal;

[0032] forwarding the voice call signaling to a cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal;

[0033] A call upgrade request is received from the calling terminal, and based on the call upgrade request, a request is made to the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel.

[0034] In addition, to achieve the above-mentioned purpose, the present application also proposes an electronic device, which includes: a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the computer program is configured to implement the steps of the human-computer collaborative outbound calling method as described above.

[0035] In addition, to achieve the above-mentioned purpose, the present application also proposes a storage medium, which is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by the processor, the steps of the human-computer collaborative outbound calling method described above are implemented.

[0036] In addition, to achieve the above-mentioned purpose, the present application also provides a computer program product, which includes a computer program, and when the computer program is executed by a processor, it implements the steps of the human-computer collaborative outbound calling method as described above.

[0037] One or more technical solutions proposed in this application have at least the following technical effects:

[0038] In the present application, the calling terminal first sends a voice call signaling to the operator video gateway, wherein, after receiving the voice call signaling, the operator video gateway controls the cloud communication gateway to initiate a voice call request to the called terminal, so as to request to establish a voice call channel between the calling terminal and the called terminal. By adopting the signaling control method, the voice call request initiated by the calling terminal is forwarded to the cloud communication gateway through the operator video gateway, and a voice call channel with the called terminal is established, ensuring that the existing telephone communication network can be compatible with the human-machine collaborative outbound call process; after the voice call channel is established, the video gateway responds to the call upgrade demand. The operator performs a call upgrade operation and sends a call upgrade request to the operator video gateway. After receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel. By performing the video call upgrade, the voice call is upgraded to a video call without interrupting the current voice call, thereby enhancing the interactivity of communication and the richness of information transmission, and effectively solving the problem that the traditional collaborative call service cannot be directly upgraded to a video call, thereby improving the convenience of business communication during human-machine collaborative outbound calls.

[0039] In summary, the present application uses the operator's video gateway as an intermediary to control the cloud communication gateway to initiate a voice call request to the called terminal, and after the voice call channel is established, the operator's video gateway is used to respond to the call upgrade request of the calling terminal to initiate a video call request. This avoids the limitations of traditional human-machine collaborative outbound call systems that require the use of third-party software or Internet applications to complete multimedia interaction or screen sharing functions, as well as the resulting customer service breakpoints and business communication limitations, simplifies the call upgrade process, seamlessly connects voice calls and video calls, improves the continuity and efficiency of business communication, and thus realizes convenient communication of complex business outbound call services. BRIEF DESCRIPTION OF THE DRAWINGS

[0040] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0041] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without paying any creative work.

[0042] Figure 1 A flowchart of the first embodiment of the method for applying for a human-machine collaborative outbound call;

[0043] Figure 2 A flow chart of the second embodiment of the method for applying for a human-machine collaborative outbound call;

[0044] Figure 3 A schematic diagram of the first process of the human-machine collaborative outbound calling method provided in the second embodiment of the present application;

[0045] Figure 4 A second flow chart of the human-machine collaborative outbound calling method provided in the second embodiment of the present application;

[0046] Figure 5 A schematic diagram of an agent workstation for the human-machine collaborative outbound calling method provided in Example 2 of the present application;

[0047] Figure 6 A first schematic diagram of a called terminal of the human-machine collaborative outbound calling method provided in Embodiment 2 of the present application;

[0048] Figure 7 A second schematic diagram of a called terminal of the human-machine collaborative outbound calling method provided in Embodiment 2 of the present application;

[0049] Figure 8 This is a schematic diagram of the module structure of the human-machine collaborative outbound call system according to an embodiment of the present application;

[0050] Fig. 9 This is a schematic diagram of the device structure of the hardware operating environment involved in the human-machine collaborative outbound calling method in the embodiment of the present application.

[0051] The purpose, features and advantages of this application will be further described in conjunction with the embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0052] It should be understood that the specific embodiments described herein are only used to explain the technical solutions of the present application and are not used to limit the present application.

[0053] In order to better understand the technical solution of the present application, a detailed description will be given below in conjunction with the accompanying drawings and specific implementation methods.

[0054] The main solution of the embodiment of the present application is: sending voice call signaling to the operator video gateway through the calling terminal, wherein the operator video gateway controls the cloud communication gateway to initiate a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal; after the voice call channel is established, in response to the video call operation required for call upgrade, sending a call upgrade request to the operator video gateway, wherein after receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal, so as to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel. And receiving the voice call signaling sent by the calling terminal through the operator gateway; forwarding the voice call signaling to the cloud communication gateway, wherein, after receiving the voice call signaling, the cloud communication gateway initiates a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal; after the voice call channel is established, in response to the call upgrade request of the calling terminal, initiating a video call request to the called terminal, wherein the video call request is used to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel.

[0055] The existing human-machine collaborative outbound call system can only initiate traditional voice calls, and the realization of some multimedia interactions or screen sharing functions requires the use of third-party software or Internet applications. For example, to add a customer's WeChat and use the built-in communication function of the mobile banking application software, the current call needs to be hung up, and there are obvious breakpoints in customer service. Business communication has certain limitations. Therefore, how to improve the convenience of business communication in human-machine collaborative outbound calls is a problem that needs to be solved urgently.

[0056] The present application provides a solution, which uses the operator video gateway as an intermediary to control the cloud communication gateway to initiate a voice call request to the called terminal, and after the voice call channel is established, the operator video gateway is used to respond to the call upgrade request of the calling terminal to initiate a video call request. This avoids the limitations of traditional human-machine collaborative outbound call systems that require the use of third-party software or Internet applications to complete multimedia interaction or screen sharing functions, as well as the resulting customer service breakpoints and business communication limitations, simplifies the call upgrade process, seamlessly connects voice calls and video calls, improves the continuity and efficiency of business communication, and thus realizes convenient communication of complex business outbound call services.

[0057] It should be noted that the execution subject of this embodiment can be a computing service device with data processing, network communication and program running functions, such as a tablet computer, a personal computer, a mobile phone, etc., or an electronic device that can realize the above functions. The following takes an electronic device as an example to illustrate this embodiment and the following embodiments.

[0058] Based on this, the embodiment of the present application provides a human-machine collaborative outbound calling method, referring to Figure 1 , Figure 1 This is a flow chart of the first embodiment of the method for applying for human-machine collaborative outbound calling.

[0059] In this embodiment, the human-machine collaborative outbound calling method is applied to a calling terminal, and the human-machine collaborative outbound calling method includes steps S10 to S20:

[0060] Step S10, sending a voice call signaling to the operator video gateway, wherein after receiving the voice call signaling, the operator video gateway controls the cloud communication gateway to initiate a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal;

[0061] It should be noted that the operator video gateway refers to a gateway device provided by a communication operator that can handle voice and video calls, which can be a 5G (5th Generation Mobile Communication Technology) video gateway device; voice call signaling refers to the SIP (Session Initialization Protocol) signaling used to initiate and control voice calls; cloud communication gateway refers to a gateway based on cloud computing technology that can provide voice, video and data communication services, such as the cloud communication gateway; a voice call request refers to a request issued to the called terminal to establish a voice call channel for a voice call.

[0062] It is understandable that since the calling terminal's call intention needs to be transmitted to the called terminal, step S10 can avoid the inability to effectively transmit the calling terminal's voice call request to the operator network, laying the foundation for the establishment of subsequent voice calls and ensuring the reliability and stability of voice calls. At the same time, the transformation of the traditional human-machine collaborative outbound call system is reduced, and the call interface originally provided by the cloud communication gateway is replaced by the operator video gateway.

[0063] Exemplarily, a voice call signaling is sent by a calling terminal to an operator video gateway. After receiving the voice call signaling, the operator video gateway forwards the voice call signaling to a cloud communication gateway to initiate a voice call request to the called terminal through the cloud communication gateway, requesting to establish a voice call channel between the calling terminal and the called terminal.

[0064] In a feasible implementation manner, the step of sending the voice call signaling to the operator's video gateway in step S10 may include steps S11 to S12:

[0065] Step S11, initiating a voice call request to a preset proxy in the browser, wherein the preset proxy, after receiving the voice call request, encapsulates the voice call request to obtain an encapsulated call instruction, and transmits the encapsulated call instruction to the telephone soft switch platform;

[0066] It should be noted that the preset agent refers to a software middleware used to forward and convert call requests between the calling terminal and the telephone soft switching platform. The software middleware can be FsAgent; encapsulating call instructions refers to converting the original voice call request into a formatted instruction that can be recognized and processed by the telephone soft switching platform; the telephone soft switching platform refers to a telecommunications equipment platform that can handle telephone calls, convert signals and route calls, such as FreeSWITCH, which is a telephone soft switching solution, including a soft phone and soft switch to provide voice and chat product drivers.

[0067] It is understandable that since the telephone network, i.e., the telephone soft switch platform, often cannot recognize the original voice call request sent by the browser, step S11 is performed to convert the voice call request sent by the browser of the calling terminal into a signal that can be recognized by the telephone network, i.e., an encapsulated call instruction, thereby avoiding compatibility issues of the browser directly communicating with the telephone network and ensuring that the voice call request can be correctly transmitted between different networks.

[0068] Exemplarily, a voice call request is initiated in the browser of the calling terminal to the preset proxy, so that the preset proxy encapsulates the voice call request, obtains a packaged call instruction, and transmits the packaged call instruction to the telephone soft switch platform through the preset proxy.

[0069] Step S12: converting the encapsulated call instruction into the voice call signaling through the telephone soft switch platform, and sending the voice call signaling to the operator video gateway through the telephone soft switch platform.

[0070] It can be understood that in order to convert the encapsulated call instruction into standard SIP signaling, i.e., voice call signaling, in the telephone network so as to establish a voice call channel, step S12 is performed, which can avoid the complex signal conversion process directly between the browser and the telephone network, thereby ensuring that the voice call request can be correctly processed and routed in the telephone network.

[0071] In this implementation, by using a preset proxy to encapsulate voice call requests, transmitting the encapsulated call instructions to the telephone soft switch platform to generate voice call signaling, and sending the voice call signaling to the operator's video gateway through the telephone soft switch platform, the compatibility and security issues of direct communication between the browser and the telephone network are avoided, and call requests in the Internet environment are seamlessly connected to the traditional telephone network, ensuring the stability and reliability of the call and improving the efficiency of business technical services.

[0072] Step S20, after the voice call channel is established, in response to the video call operation requiring call upgrade, a call upgrade request is sent to the operator video gateway, wherein after receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal to request establishment of a video call channel between the calling terminal and the called terminal on the voice call channel.

[0073] It should be noted that the call upgrade request refers to a request initiated by the calling terminal to upgrade the current voice call to a video call, and the video call request refers to a request sent to the called terminal to establish a video call channel for a video call.

[0074] It is understandable that since existing voice calls are usually difficult to meet the communication needs under complex businesses, step S20 is performed. By providing a richer video communication method based on the existing voice calls, it can avoid the cumbersome process of interrupting the current call and re-initiating the video call, thereby realizing a seamless upgrade of the voice call to the video call, improving the convenience of human-computer collaborative outbound calls in business communications, and thereby improving the communication efficiency of human-computer collaborative outbound calls.

[0075] For example, after the voice call channel between the calling terminal and the called terminal is established, the calling terminal responds to the customer manager's call upgrade request by performing a video call operation, such as clicking a video call button in the call coordination workbench, and sends a call upgrade request to the operator's video gateway through the calling terminal. After the operator's video gateway receives the call upgrade request, the operator's video gateway will initiate a video call request to the called terminal to request the called terminal to further establish a video call channel based on the existing voice call channel.

[0076] This embodiment provides a human-machine collaborative outbound calling method, which uses the operator video gateway as an intermediary to control the cloud communication gateway to initiate a voice call request to the called terminal, and after the voice call channel is established, the operator video gateway is used to respond to the call upgrade request of the calling terminal to initiate a video call request. This avoids the limitations of traditional human-machine collaborative outbound calling systems that require the use of third-party software or Internet applications to complete multimedia interaction or screen sharing functions, as well as the resulting customer service breakpoints and business communication limitations, simplifies the call upgrade process, seamlessly connects voice calls and video calls, improves the continuity and efficiency of business communication, and thus realizes convenient communication of complex business outbound calling services.

[0077] In a feasible implementation manner, before the step of sending the call upgrade request to the operator video gateway in step S20, steps S201 to S202 may also be included:

[0078] Step S201, loading the agent workstation page of the call coordination workstation in the browser, and calling the preset interface to perform the call upgrade task;

[0079] It should be noted that the assisted call workbench refers to a platform that integrates multiple communication functions and services, and is used to support agents in making outbound calls, customer service and other tasks; the agent workbench page refers to the operating interface provided by the assisted call workbench to the agents, which usually includes call control, customer information display, call logging and other functions. This page is embedded in the assisted call workbench through an Iframe; the preset interface refers to a set of program codes and data structures used to implement the call upgrade function, which defines how to interact with external systems or services to upgrade voice calls to video calls; the call upgrade task refers to a series of operations and instructions to convert an ongoing voice call into a video call.

[0080] It is understandable that since it is necessary to provide an interactive interface for the calling terminal so that the agent can manage the outbound call and automatically start and execute the call upgrade process through the programming interface, performing step S201 can avoid the agent's inability to effectively control and manage the call, and avoid delays and errors caused by manual operation, thereby improving the automation and efficiency of call upgrades and ensuring rapid response and accurate execution of tasks.

[0081] Exemplarily, the calling terminal responds to the customer manager's call upgrade request with a video call operation, such as clicking a video call button in the coordination call workstation, loading the agent workstation page of the coordination call workstation in the browser of the calling terminal, and calling the preset interface of the calling terminal to perform the call upgrade task.

[0082] Step S202: Based on the call upgrade task, control the agent workstation page to generate the call upgrade request, and transmit the call upgrade request to the operator video gateway.

[0083] It can be understood that in order to initiate and transmit the call upgrade request through the agent workstation page, step S202 is performed, which can avoid complex user interface operations and potential communication errors, simplify the call upgrade process, improve the agent's operational convenience, and ensure that the call upgrade request can be effectively and securely transmitted to the operator's video gateway.

[0084] Exemplarily, based on the call upgrade task called by the calling terminal, the calling terminal controls its own loaded agent workstation page to generate a call upgrade request, and transmits the call upgrade request to the operator's video gateway through the agent workstation page.

[0085] In this implementation, a preset interface is called to execute the call upgrade task in the agent workstation, avoiding the cumbersome process and errors caused by manual operation, and realizing the fast and accurate transmission of call upgrade requests, thereby improving the user call experience and the service quality of outbound calls.

[0086] In a feasible implementation manner, the human-machine collaborative outbound calling method may further include steps S100 to S200:

[0087] Step S100, after the video call channel is established, obtaining a video source to be transmitted, and rendering the video source to be transmitted;

[0088] It should be noted that the video source to be transmitted refers to the video data captured by the camera or other video input device on the calling terminal, such as the real-time portrait of the customer manager or the shared device screen.

[0089] It is understandable that since it is necessary to obtain the real-time video image, i.e., the video source to be transmitted, from the calling terminal in order to display it to the called terminal in the video call, performing step S100 can avoid the problem of the video call being unable to be established due to the inability to obtain the video source, thereby ensuring that the video content of the caller in the video call can be successfully captured and rendered, thereby providing the necessary video content for the video call.

[0090] Exemplarily, after the video call channel is established, the calling terminal receives an input video source to be transmitted, and renders the video source to be transmitted through the calling terminal.

[0091] Step S200: transmitting the rendered video source to be transmitted to the called terminal through the video call channel for display.

[0092] Exemplarily, the calling terminal transmits the locally rendered video source to be transmitted to the called terminal through the established video call channel, so as to display it to the customer in the called terminal.

[0093] In this embodiment, by obtaining the video source of the calling terminal and rendering it locally, and then transmitting the rendered video source to the called terminal through the video call channel for display, the camera video image on the calling terminal side and / or the shared screen video image can be smoothly displayed on the called terminal side, thereby achieving efficient and convenient outbound call service communication.

[0094] In a feasible implementation manner, the human-machine collaborative outbound calling method further includes step S301:

[0095] Step S301, during the establishment of the video call channel, sending a camera off instruction to the called terminal to control the camera of the called terminal to be in a turned off state.

[0096] It should be noted that the camera off command refers to a signal used to control the camera module of the called terminal to remain in the off state.

[0097] It is understandable that since customers often have certain privacy protection needs during business communication and usually do not need to show relevant videos to the account manager on the calling terminal side, performing step S301 can avoid the customer's privacy needs not being met and fully meet the customer's actual needs, thereby improving the service quality and customer satisfaction during the human-machine collaborative outbound calling process, and further improving the business communication efficiency of human-machine collaborative outbound calling.

[0098] Exemplarily, during the process of establishing a video call channel between a calling terminal and a called terminal, the calling terminal may send a camera off instruction to the called terminal, so that the camera of the called terminal remains off when the video call is connected.

[0099] In this implementation, by using the camera off command to turn off the camera on the called terminal side by default when making a video call, the customer's privacy is ensured and the customer's actual privacy needs are met, thereby improving the service quality and customer satisfaction of human-machine collaborative outbound calls, and further improving the business communication efficiency of human-machine collaborative outbound calls.

[0100] Based on the first embodiment of the present application, in the second embodiment of the present application, the same or similar contents as those in the above-mentioned embodiment 1 can be referred to the above introduction, and will not be repeated in the following. Figure 2 , Figure 2 This is a flow chart of the second embodiment of the human-machine collaborative outbound calling method of the present application. The human-machine collaborative outbound calling method is applied to the operator's video gateway, and the human-machine collaborative outbound calling method includes steps A10 to A30:

[0101] Step A10, receiving a voice call signaling sent by the calling terminal;

[0102] Exemplarily, a voice call signaling sent by a calling terminal is received through an operator video gateway, wherein the voice call signaling is generated by processing a voice call request initiated by the calling terminal in a browser through a preset proxy and a telephone soft switch platform.

[0103] Step A20, forwarding the voice call signaling to the cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal;

[0104] It is understandable that since it is usually necessary to obtain caller numbers from various places in a human-machine collaborative outbound call system, step A20 is performed to forward the voice call signaling to the cloud communication gateway through the operator's video gateway, and the cloud communication gateway initiates a voice call request to the called terminal. This can avoid the inability to reuse caller numbers from various places in the cloud communication gateway, thereby maintaining the working efficiency of the original outbound call system.

[0105] Exemplarily, after receiving the voice call signaling sent by the calling terminal, the operator video gateway forwards the voice call signaling to the cloud communication gateway, so that the cloud communication gateway initiates a voice call request to the called terminal to request the called terminal to establish a voice call channel between the calling terminal and the called terminal.

[0106] Step A30, receiving a call upgrade request sent by the calling terminal, and based on the call upgrade request, requesting the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel, wherein the call upgrade request is sent by the calling terminal in response to a video call operation requiring a call upgrade.

[0107] Exemplarily, after the voice call channel is established and the operator video gateway receives a call upgrade request sent by the calling terminal, the operator video gateway will request the called terminal to establish a video call channel between the calling terminal and the called terminal on the currently existing voice call channel based on the call upgrade request.

[0108] In a feasible implementation manner, a forwarding record is recorded in the process of executing the step of forwarding the voice call signaling to the cloud communication gateway, and the step of establishing a video call channel between the calling terminal and the called terminal on the voice call channel in step A30 may include steps A31 to A32:

[0109] Step A31, obtaining the forwarding record and multiple ongoing call channels;

[0110] It should be noted that the forwarding record refers to the record of information about the calling parties, call routing, time, status, etc. generated and saved by the operator's video gateway when processing the voice call request initiated by the calling terminal; the call channel refers to the communication path used to transmit voice signals.

[0111] It is understandable that since the calling terminal may not be able to find the voice call channel of the current voice call being conducted by the calling terminal during the process of initiating a video call request, step A31 is performed to track and identify the call history, i.e., the forwarding record, of the calling terminal, thereby avoiding the inability to accurately match the call relationship between the calling terminal and the called terminal, and ensuring that the original voice call channel can be correctly identified and located during the call upgrade process.

[0112] Exemplarily, in the process of establishing a video call channel on a voice call channel between a calling terminal and a called terminal, the operator video gateway obtains the forwarding record recorded when establishing the voice call channel, and multiple call channels that are currently established and already exist via the operator video gateway.

[0113] Step A32: determining the voice call channel from multiple call channels according to the forwarding record, and establishing the video call channel on the voice call channel.

[0114] It can be understood that in order to superimpose a video call channel on the established voice call channel, step A32 is performed, which can avoid confusion or erroneous establishment of a video call unrelated to the current voice call in multiple call channels, and ensure that the video call can be accurately established on the basis of the original voice call, thereby achieving seamless call upgrades and improving the convenience of business communication in human-machine collaborative outbound calls.

[0115] Exemplarily, the operator's video gateway will determine the voice call channel between the current calling terminal and the called terminal from multiple call channels according to the recorded forwarding records, and create a new video call channel based on the voice call channel.

[0116] In this implementation, by obtaining the forwarding record of the calling terminal in the operator's video gateway, and determining a specific voice call channel from multiple call channels based on the forwarding record, and then establishing a video call channel on the voice call channel, channel identification errors and call interruptions that may occur during the call upgrade process are avoided, and a seamless upgrade to a video call based on an established voice call is achieved, thereby improving the continuity of the call and the user experience, while ensuring the stability and reliability of the call.

[0117] In this embodiment, the operator's video gateway is used as an intermediary to receive and forward voice call signaling to the cloud communication gateway. After the voice call channel is established, a video call request is initiated in response to the call upgrade request of the calling terminal to establish a video call channel. This avoids the limitations of traditional human-machine collaborative outbound call systems that require the use of third-party software or Internet applications to complete multimedia interaction or screen sharing functions, as well as the resulting customer service breakpoints and business communication limitations. It simplifies the call upgrade process, seamlessly connects voice calls and video calls, improves the continuity and efficiency of business communication, and thus realizes convenient communication of complex business outbound call services.

[0118] In a feasible implementation manner, the step of determining the voice call channel from multiple call channels according to the forwarding record in step A32 may include steps A321 to A322:

[0119] Step A321, obtaining the called terminal recorded in the forwarding record, and matching each call channel according to the called terminal;

[0120] It is understandable that since it is necessary to identify the specific call channel related to the called terminal from multiple call channels, performing step A321 can avoid errors in call channel matching and ensure that the voice call channel between the calling terminal and the called terminal can be accurately located.

[0121] Exemplarily, the operator's video gateway obtains the called terminal associated with the current calling terminal recorded in the existing forwarding record, and matches multiple existing call channels according to the called terminal.

[0122] Step A322: The target call channel whose destination is consistent with the called terminal in each call channel is used as the voice call channel.

[0123] It should be noted that the destination refers to the receiving end during the call, that is, the end where the called terminal is located; the target call channel refers to the voice call channel that is determined to be upgraded to a video call after screening.

[0124] It can be understood that since it is necessary to determine which of the established call channels is the call channel with the called terminal, performing step A322 can avoid selecting the wrong call channel when the call is upgraded, ensuring that the video call can be established on the correct voice call channel, thereby ensuring the continuity of the call and the user's call experience.

[0125] In this implementation, by performing record matching and channel screening, the problem of erroneous connection to an irrelevant voice call channel that may occur during the call upgrade process is avoided, thereby achieving the effect of accurately identifying and matching the target call channel, ensuring the accuracy of the call upgrade and the smoothness of the user's call experience.

[0126] For example, in order to help understand the implementation process of the human-machine collaborative outbound calling method obtained by combining this embodiment with the above-mentioned embodiment 1, please refer to Figure 3 , Figure 3 A first flow chart of a human-machine collaborative outbound calling method is provided, specifically:

[0127] In the usual human-machine collaborative outbound call process, the browser of the calling terminal initiates a voice call request, which is forwarded to the Java backend, where FsAgent is a Java agent (preset agent) for communicating with the FreeSWITCH (telephone soft switch platform) open source communication soft switch, and can monitor FreeSWITCH through ESL (Event Socket Library). FsAgent encapsulates the voice call request and passes it to FreeSWITCH, which then generates standard SIP voice call signaling based on the encapsulated call instruction through FreeSWITCH to initiate a voice call signaling to the Cloud Communication Gateway. After receiving the voice call signaling, the Cloud Communication Gateway dials the customer's mobile phone, which is the called terminal.

[0128] For further information, please refer to Figure 4 , Figure 4 A second flow chart of a human-machine collaborative outbound calling method is provided, specifically:

[0129] In the improved human-machine collaborative outbound calling process of this application, in order to minimize the amount of transformation of the human-machine collaborative calling system integration, the call interface originally provided by the Cloud Communication Gateway is replaced by the operator's 5G video gateway. Since it is necessary to reuse the calling numbers of the Cloud Communication Gateway across the country, the operator's 5G video gateway needs to internally forward the voice communication signaling to the Cloud Communication Gateway. After the call is made to the customer's mobile phone, the account manager intervenes and communicates with the customer about the request to upgrade the video call. When the customer agrees to the video request, the collaborative calling workbench loads and renders the 5G agent workbench page customized by the operator embedded through Iframe, and triggers the front-end SDK interface for upgrading the video, that is, the preset interface, through the front-end postmessage method to perform the call upgrade task. The embedded agent workbench page in the collaborative calling workbench initiates a request to upgrade the video, that is, a video call request to the operator's 5G video gateway. The operator's 5G video gateway finds the previously connected voice call channel, and superimposes the video capability on the voice call channel, and initiates a video invitation to the customer's mobile phone.

[0130] For further information, please refer to Figure 5 , Figure 5 This is the interface of the coordination call workbench after the video call channel is established. In the figure, A represents the customer video transmitted by the called terminal, B represents the customer manager video sent by the calling terminal, C represents the shared video content shared from the calling terminal to the called terminal, D represents the agent workbench page in the coordination call workbench, and E represents the interface of the coordination call workbench.

[0131] For further information, please refer to Figure 6 and Figure 7 , Figure 6 Indicates the screen display content of the called terminal after receiving the video call request sent by the cloud communication gateway. Figure 7 It represents the screen sharing display content C of the video source transmitted through the video call channel received by the called terminal side. In addition, A represents the client video of the called terminal.

[0132] It should be noted that the above examples are only used to understand the present application and do not constitute a limitation on the human-machine collaborative outbound calling method of the present application. More simple transformations based on this technical concept are all within the protection scope of the present application.

[0133] This application also provides a human-machine collaborative outbound calling system, please refer to Figure 8 , the human-machine collaborative outbound calling system comprises:

[0134] The calling terminal 10 is used to send voice call signaling to the operator's video gateway;

[0135] After the voice call channel is established, in response to the video call operation requiring call upgrade, sending a call upgrade request to the operator video gateway;

[0136] The operator video gateway 20 is used to receive the voice call signaling sent by the calling terminal;

[0137] forwarding the voice call signaling to a cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal;

[0138] A call upgrade request is received from the calling terminal, and based on the call upgrade request, a request is made to the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel.

[0139] Optionally, the calling terminal 10 is further used for:

[0140] Initiate a voice call request to a preset proxy in the browser, wherein after receiving the voice call request, the preset proxy encapsulates the voice call request to obtain an encapsulated call instruction, and transmits the encapsulated call instruction to the telephone soft switch platform;

[0141] The encapsulated call instruction is converted into the voice call signaling through the telephone soft switch platform, and the voice call signaling is sent to the operator video gateway through the telephone soft switch platform.

[0142] Optionally, the calling terminal 10 is further used for:

[0143] Load the agent workstation page of the call coordination workstation in the browser, and call the preset interface to perform the call upgrade task;

[0144] Based on the call upgrade task, the agent workstation page is controlled to generate the call upgrade request, and the call upgrade request is transmitted to the operator video gateway.

[0145] Optionally, the calling terminal 10 is further used for:

[0146] After the video call channel is established, a video source to be transmitted is obtained, and the video source to be transmitted is rendered;

[0147] The rendered video source to be transmitted is transmitted to the called terminal through the video call channel for display.

[0148] Optionally, a forwarding record is recorded during the step of forwarding the voice call signaling to the cloud communication gateway, and the operator video gateway 20 is further used to:

[0149] Obtaining the forwarding record and multiple ongoing call channels;

[0150] The voice call channel is determined among multiple call channels according to the forwarding record, and the video call channel is established on the voice call channel.

[0151] Optionally, the operator video gateway 20 is further used for:

[0152] Acquire the called terminal recorded in the forwarding record, and match each call channel according to the called terminal;

[0153] The target call channel in each call channel whose destination is consistent with the called terminal is used as the voice call channel.

[0154] Optionally, the calling terminal 10 is further used for:

[0155] During the establishment of the video call channel, a camera off instruction is sent to the called terminal to control the camera of the called terminal to be in an off state.

[0156] The human-machine collaborative outbound call system provided by the present application adopts the human-machine collaborative outbound call method in the above embodiment, which can solve the technical problem of how to improve the convenience of business communication of human-machine collaborative outbound calls. Compared with the prior art, the beneficial effects of the human-machine collaborative outbound call system provided by the present application are the same as the beneficial effects of the human-machine collaborative outbound call method provided by the above embodiment, and other technical features of the human-machine collaborative outbound call system are the same as the features disclosed in the above embodiment method, which will not be repeated here.

[0157] The present application provides an electronic device, which includes: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores instructions executable by the at least one processor, and the instructions are executed by the at least one processor so that the at least one processor can execute the human-machine collaborative outbound calling method in the above-mentioned embodiment one.

[0158] Reference below Fig. 9 , which shows a schematic diagram of the structure of an electronic device suitable for implementing the embodiments of the present application. The electronic devices in the embodiments of the present application may include but are not limited to mobile terminals such as mobile phones, laptop computers, digital broadcast receivers, PDAs (Personal Digital Assistants), PADs (Portable Application Descriptions), PMPs (Portable Media Players), vehicle-mounted terminals (such as vehicle-mounted navigation terminals), etc., and fixed terminals such as digital TVs, desktop computers, etc. Fig. 9 The electronic device shown is merely an example and should not bring any limitation to the functions and scope of use of the embodiments of the present application.

[0159] like Fig. 9 As shown, the electronic device may include a processing device 1001 (e.g., a central processing unit, a graphics processor, etc.), which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM: Read Only Memory) 1002 or a program loaded from a storage device 1003 to a random access memory (RAM: Random Access Memory) 1004. In RAM1004, various programs and data required for the operation of the electronic device are also stored. The processing device 1001, ROM1002, and RAM1004 are connected to each other through a bus 1005. An input / output (I / O) interface 1006 is also connected to the bus. Generally, the following systems can be connected to the I / O interface 1006: an input device 1007 including, for example, a touch screen, a touch pad, a keyboard, a mouse, an image sensor, a microphone, an accelerometer, a gyroscope, etc.; an output device 1008 including, for example, a liquid crystal display (LCD: Liquid Crystal Display), a speaker, a vibrator, etc.; a storage device 1003 including, for example, a magnetic tape, a hard disk, etc.; and a communication device 1009. The communication device 1009 can allow the electronic device to communicate with other devices wirelessly or by wire to exchange data. Although the figure shows an electronic device with various systems, it should be understood that it is not required to implement or have all the systems shown. More or fewer systems can be implemented or have alternatively.

[0160] In particular, according to the embodiments disclosed in the present application, the process described above with reference to the flowchart can be implemented as a computer software program. For example, the embodiments disclosed in the present application include a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes a program code for executing the method shown in the flowchart. In such an embodiment, the computer program can be downloaded and installed from a network through a communication device, or installed from a storage device 1003, or installed from a ROM 1002. When the computer program is executed by the processing device 1001, the above-mentioned functions defined in the method of the embodiment disclosed in the present application are executed.

[0161] The electronic device provided by the present application adopts the human-machine collaborative outbound calling method in the above embodiment, which can solve the technical problem of how to improve the convenience of business communication of human-machine collaborative outbound calling. Compared with the prior art, the beneficial effects of the electronic device provided by the present application are the same as the beneficial effects of the human-machine collaborative outbound calling method provided by the above embodiment, and the other technical features in the electronic device are the same as the features disclosed in the method of the previous embodiment, which will not be repeated here.

[0162] It should be understood that the various parts disclosed in this application can be implemented by hardware, software, firmware or a combination thereof. In the description of the above embodiments, specific features, structures, materials or characteristics can be combined in any one or more embodiments or examples in a suitable manner.

[0163] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any person skilled in the art who is familiar with the present technical field can easily think of changes or substitutions within the technical scope disclosed in the present application, which should be included in the protection scope of the present application. Therefore, the protection scope of the present application should be based on the protection scope of the claims.

[0164] The present application provides a computer-readable storage medium having computer-readable program instructions (ie, computer programs) stored thereon, and the computer-readable program instructions are used to execute the human-machine collaborative outbound calling method in the above-mentioned embodiment.

[0165] The computer-readable storage medium provided in the present application may be, for example, a USB flash drive, but is not limited to electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems or devices, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM: Random Access Memory), a read-only memory (ROM: Read Only Memory), an erasable programmable read-only memory (EPROM: Erasable Programmable Read Only Memory or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM: CD-Read Only Memory), an optical storage device, a magnetic storage device, or any suitable combination of the above. In this embodiment, the computer-readable storage medium may be any tangible medium containing or storing a program that can be used by or in combination with an instruction execution system or device. The program code contained on the computer-readable storage medium may be transmitted using any appropriate medium, including but not limited to: wires, optical cables, RF (Radio Frequency: Radio Frequency), etc., or any suitable combination of the above.

[0166] The computer-readable storage medium may be included in the electronic device, or may exist independently without being installed in the electronic device.

[0167] The above-mentioned computer-readable storage medium carries one or more programs. When the above-mentioned one or more programs are executed by an electronic device, the electronic device: sends a voice call signaling to the operator video gateway through the calling terminal, wherein the operator video gateway, after receiving the voice call signaling, controls the cloud communication gateway to initiate a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal; after the voice call channel is established, in response to a video call operation requiring a call upgrade, sends a call upgrade request to the operator video gateway, wherein after receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel. And receiving the voice call signaling sent by the calling terminal through the operator gateway; forwarding the voice call signaling to the cloud communication gateway, wherein, after receiving the voice call signaling, the cloud communication gateway initiates a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal; after the voice call channel is established, in response to the call upgrade request of the calling terminal, initiating a video call request to the called terminal, wherein the video call request is used to request to establish a video call channel between the calling terminal and the called terminal on the voice call channel.

[0168] Computer program code for performing the operations of the present application may be written in one or more programming languages ​​or a combination thereof, including object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a separate software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., via the Internet using an Internet service provider).

[0169] The flow chart and block diagram in the accompanying drawings illustrate the possible architecture, function and operation of the system, method and computer program product according to various embodiments of the present application. In this regard, each square box in the flow chart or block diagram can represent a module, a program segment or a part of a code, and the module, the program segment or a part of the code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two square boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs a specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0170] The modules involved in the embodiments described in this application may be implemented by software or hardware, wherein the name of the module does not constitute a limitation on the unit itself in some cases.

[0171] The readable storage medium provided in the present application is a computer-readable storage medium, which stores computer-readable program instructions (i.e., computer programs) for executing the above-mentioned human-machine collaborative outbound calling method, and can solve the technical problem of how to improve the convenience of business communication of human-machine collaborative outbound calling. Compared with the prior art, the beneficial effects of the computer-readable storage medium provided in the present application are the same as the beneficial effects of the human-machine collaborative outbound calling method provided in the above-mentioned embodiment, and will not be repeated here.

[0172] The present application also provides a computer program product, including a computer program, which implements the steps of the above-mentioned human-machine collaborative outbound calling method when executed by a processor.

[0173] The computer program product provided by this application can solve the technical problem of how to improve the convenience of business communication in human-machine collaborative outbound calling. Compared with the prior art, the beneficial effects of the computer program product provided by this application are the same as the beneficial effects of the human-machine collaborative outbound calling method provided by the above embodiment, which will not be repeated here.

[0174] The above descriptions are only some embodiments of the present application, and are not intended to limit the patent scope of the present application. All equivalent structural changes made using the contents of the present application specification and drawings under the technical concept of the present application, or direct / indirect applications in other related technical fields are included in the patent protection scope of the present application.

Claims

1. A human-machine collaborative outbound calling method, characterized in that: Applied to the calling terminal, the human-machine collaborative outbound calling method includes: Sending a voice call signaling to the operator video gateway, wherein after receiving the voice call signaling, the operator video gateway controls the cloud communication gateway to initiate a voice call request to the called terminal to request to establish a voice call channel between the calling terminal and the called terminal; After the voice call channel is established, in response to a video call operation requiring call upgrade, a call upgrade request is sent to the operator video gateway, wherein after receiving the call upgrade request, the operator video gateway initiates a video call request to the called terminal to request establishment of a video call channel between the calling terminal and the called terminal on the voice call channel.

2. The human-machine collaborative outbound calling method according to claim 1, characterized in that: The step of sending the voice call signaling to the operator's video gateway includes: Initiate a voice call request to a preset proxy in the browser, wherein the preset proxy encapsulates the voice call request after receiving the voice call request, obtains an encapsulated call instruction, and transmits the encapsulated call instruction to the telephone soft switch platform; The encapsulated call instruction is converted into the voice call signaling through the telephone soft switch platform, and the voice call signaling is sent to the operator video gateway through the telephone soft switch platform.

3. The human-machine collaborative outbound calling method according to claim 1, characterized in that: Before the step of sending a call upgrade request to the operator's video gateway, the step further includes: Load the agent workstation page of the call coordination workstation in the browser, and call the preset interface to perform the call upgrade task; Based on the call upgrade task, the agent workstation page is controlled to generate the call upgrade request, and the call upgrade request is transmitted to the operator video gateway.

4. The human-machine collaborative outbound calling method according to claim 1, characterized in that: The human-machine collaborative outbound calling method further includes: After the video call channel is established, a video source to be transmitted is obtained, and the video source to be transmitted is rendered; The rendered video source to be transmitted is transmitted to the called terminal through the video call channel for display.

5. A human-machine collaborative outbound calling method, characterized in that: Applied to the operator's video gateway, the human-machine collaborative outbound calling method includes: Receive voice call signaling sent by the calling terminal; forwarding the voice call signaling to a cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal; receiving a call upgrade request sent by the calling terminal, and requesting the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel based on the call upgrade request, wherein the call upgrade request is sent by the calling terminal in response to a video call operation requiring a call upgrade.

6. The human-machine collaborative outbound calling method according to claim 5, characterized in that: The process of executing the step of forwarding the voice call signaling to the cloud communication gateway records a forwarding record, and the step of establishing a video call channel between the calling terminal and the called terminal on the voice call channel includes: Obtaining the forwarding record and multiple ongoing call channels; The voice call channel is determined among multiple call channels according to the forwarding record, and the video call channel is established on the voice call channel.

7. The human-machine collaborative outbound calling method according to claim 6, characterized in that: The step of determining the voice call channel among a plurality of call channels according to the forwarding record comprises: Acquire the called terminal recorded in the forwarding record, and match each call channel according to the called terminal; The target call channel in each call channel whose destination is consistent with the called terminal is used as the voice call channel.

8. A human-machine collaborative outbound calling system, characterized in that: The human-machine collaborative outbound calling system comprises: The calling terminal is used to send voice call signaling to the operator's video gateway; After the voice call channel is established, in response to the video call operation requiring call upgrade, sending a call upgrade request to the operator video gateway; The operator's video gateway is used to receive the voice call signaling sent by the calling terminal; forwarding the voice call signaling to a cloud communication gateway, wherein the cloud communication gateway initiates a voice call request to the called terminal after receiving the voice call signaling, so as to request to establish a voice call channel between the calling terminal and the called terminal; A call upgrade request is received from the calling terminal, and based on the call upgrade request, a request is made to the called terminal to establish a video call channel between the calling terminal and the called terminal on the voice call channel.

9. An electronic device, characterized in that: The device comprises: a memory, a processor, and a computer program stored in the memory and executable on the processor, wherein the computer program is configured to implement the steps of the human-machine collaborative outbound calling method as claimed in any one of claims 1 to 7.

10. A storage medium, characterized in that: The storage medium is a computer-readable storage medium, and a computer program is stored on the storage medium. When the computer program is executed by a processor, the steps of the human-machine collaborative outbound calling method as described in any one of claims 1 to 7 are implemented.

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