System and method for upgrading customer service voice call into video call in non-intrusive manner

Abstract

The invention discloses a system and a method for upgrading a customer service voice call into a video call in a non-intrusive manner. The system comprises a video auxiliary client module and a video auxiliary server module, the video auxiliary client module is arranged on a customer service workbench in a non-intrusive manner and is used as an entrance for a customer service to initiate a request for upgrading a current voice call to a video call and a terminal for the customer service to answer the video call; and the video auxiliary server module is arranged in an enterprise call center and is used for voice upgrading of a video call, the upper end of the video auxiliary server module is connected with an SBC call module of the enterprise call center, the lower end of the video auxiliary server module is connected with a PBX module of the enterprise call center, the call is sent to the PBX module in the voice call process, and the call flow and the original flow of the call center are kept unchanged. According to the invention, the original call center architecture and voice call flow are reserved, the video call function and scene are realized, the original customer service use habit is kept unchanged, and the customer service initiatively triggers only when the video service scene is needed.

Description

Technical Field

[0001] The present invention belongs to the technical field of audio and video communications, and in particular relates to a system and method for non-invasively upgrading a customer service voice call to a video call. Background Art

[0002] With the development of 5G mobile communication networks, video calls have gradually become a common method of communication, and traditional voice customer service call centers are slowly upgrading their service scenarios to video customer service call centers.

[0003] If the traditional voice customer service center needs to support video call business scenarios, the PBX (telephone exchange module), CTI (integrated telephone system) and other modules of the original call architecture generally cannot meet the necessary capabilities such as video media negotiation, video encoding and decoding, and high-bandwidth transmission that must be supported by video calls. According to the traditional technical upgrade method, the above core modules need to be upgraded and replaced, and the customer service IP phone terminal also needs to be replaced with a terminal that supports video calls. However, the above technical upgrade solutions generally have the problems of high cost, long implementation cycle, great impact on customer business, and a wide range of peripheral systems, and will also bring about changes in customer service usage habits. Summary of the invention

[0004] The technical problem to be solved by the present invention is to address the deficiencies of the above-mentioned prior art and to provide a system and method for non-invasively upgrading customer service voice calls to video calls. The enterprise customer service call center can upgrade voice calls to video calls under the original architecture system module, and expand the voice customer service business scenarios to video customer service service scenarios, thereby reducing the cost and cycle required to upgrade the traditional call center to a video customer service call center.

[0005] In order to achieve the above technical objectives, the technical solution adopted by the present invention is:

[0006] A system for non-intrusively upgrading a customer service voice call to a video call includes a video-assisted client module and a video-assisted server module;

[0007] The video auxiliary client module is non-intrusively arranged on the customer service workstation and serves as an entry for the customer service to initiate a request to upgrade the current voice call to a video call and a terminal for the customer service to answer the video call;

[0008] The video auxiliary server module is set in the enterprise call center and is used for voice upgrade to video calls. Its upper end is connected to the SBC call module of the enterprise call center, and its lower end is connected to the PBX of the enterprise call center. During the voice call process, the call is sent to the PBX, and the call process remains unchanged with the original process of the call center.

[0009] To optimize the above technical solutions, the specific measures taken also include:

[0010] The above-mentioned video auxiliary client module is loaded and integrated into the customer service interface of the customer service workbench through the JS-API non-intrusive control method.

[0011] The above-mentioned video auxiliary client module interacts with the video auxiliary server module through HTTP to obtain the current agent call information.

[0012] The above-mentioned video auxiliary client module implements SIP-based negotiation with the video auxiliary server module through WebRTC, receives the client mobile phone audio and video RTP media stream from the video auxiliary server module and decodes it into video images for display.

[0013] The above-mentioned video auxiliary client module collects the customer service workstation computer camera, microphone and screen information during the video call interaction and encodes and packages it into a video RTP package and sends it to the video auxiliary server module, and finally delivers it to the user's mobile phone for display.

[0014] The above-mentioned video auxiliary server module is connected with the SBC call module of the enterprise call center based on the SIP protocol.

[0015] When the above-mentioned customer service needs a video call, a command request for upgrading voice to video is sent through the video auxiliary client module. After receiving the request, the video auxiliary server module associates it with the original voice call through Call-ID, and sends an INVITE request to the SBC module of the call center in the original call link. The media SDP of the INVATE request carries m lines of video capability set, indicating that this is a video call. After the customer's mobile terminal receives the SDP of the INVITE carrying the video capability set and allows it, the call will be automatically upgraded to a video call. At the same time, the video auxiliary server module will copy a video call while retaining the original voice call and connect it to the customer service's video auxiliary client module to complete the video call interaction between the two parties.

[0016] A method for non-intrusively upgrading a customer service voice call to a video call, the method comprising:

[0017] Step 1: The customer of the enterprise call center uses a mobile terminal to initiate a voice call through the operator;

[0018] Step 2: The SBC module of the call center receives the voice call and transfers the call to the video auxiliary server module. The video auxiliary server module forwards the call to the PBX module of the call center. Subsequent calls are finally answered according to the original process of the call center.

[0019] Step 3: The customer service obtains the currently answered voice call through the video auxiliary client module, and initiates a request to upgrade the voice call video to the video auxiliary server module through WebRTC communication, wherein the request carries the voice call Call-ID;

[0020] Step 4: The video auxiliary server module receives the request to upgrade the voice call to video, matches the current voice call link through Call-ID, and initiates a re-INVITE request for video upgrade negotiation to the current voice call link. The media SDP of the re-INVATE request carries m lines of video capability set to indicate that this is a video call;

[0021] Step 5: After receiving the re-INVITE request, the customer's mobile terminal responds according to its own support status: if the mobile terminal supports video calls, a pop-up permission request will be displayed, and after the customer allows it, the camera will be automatically turned on and upgraded to a video call; if the mobile terminal does not support video calls or the customer does not allow it, the audio call will continue;

[0022] Step 6: The video auxiliary server module receives the result of the response from the client mobile terminal;

[0023] If the m line of the SIP signaling SDP in the response contains the video capability set and the port is not 0, the video auxiliary server module establishes a video call with the client's mobile terminal; while establishing a video call with the client's mobile terminal, the video auxiliary server performs call negotiation and media stream splitting and replication, one of the audio calls remains connected to the original voice call of the call center, and the new audio and video media call establishes a video call with the video auxiliary client through the WebRTC protocol, completing this video upgrade;

[0024] If the m-line packet of the SDP responded by the client's mobile phone does not contain the video capability set or the port is 0, the video is not successful, and a response failure message is fed back to the video auxiliary client module, and the original voice call is not affected.

[0025] The present invention has the following beneficial effects:

[0026] The present invention introduces capability modules that support video calls: a video auxiliary client module and a video auxiliary server module, which are connected to the original call center, retaining the original call center architecture and voice call process, and realizing video call functions and scenarios, while also keeping the original customer service usage habits unchanged. The customer service is only actively triggered when the video service scenario is needed, and the video call service can be realized without the need for overall replacement or upgrading of the call center equipment module.

[0027] A video customer service auxiliary terminal module based on WebRTC technology is used to replace the customer service video call hardware terminal to answer video calls. This module runs based on the browser, reducing the requirements for the customer service computer environment and hardware, and reducing the company's hardware cost investment.

[0028] The video auxiliary client module and the video auxiliary server module of the present invention are based on the video call upgrade on the original connected voice call and coexist with the previously established voice call. For the customer, the terminal does not change during the same call, and no additional operation is required, which maintains the continuity of the business and the good perception of the customer. It is based on the standard SIP protocol, with low implementation difficulty, simple docking with the original architecture of the enterprise and high compatibility.

[0029] The video auxiliary client module of the present invention is different from the traditional video terminal hardware, does not need to re-plan the network deployment, and has low cost. In addition, the video auxiliary client module is based on the WebRTC technology of the B / S architecture, runs on the browser, has low requirements on the operating environment, high system compatibility, and strong video service scalability. BRIEF DESCRIPTION OF THE DRAWINGS

[0030] Figure 1 A diagram showing the structure of a system for non-invasively upgrading a customer service voice call to a video call according to the present invention;

[0031] Figure 2 The present invention is a flow chart of a method for non-invasively upgrading a customer service voice call to a video call. DETAILED DESCRIPTION

[0032] In order to make the purpose, technical solution and advantages of the present invention more clearly understood, the present invention is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not used to limit the present invention.

[0033] Although the steps in the present invention are arranged with numbers, they are not used to limit the order of the steps. Unless the order of the steps is clearly stated or the execution of a certain step requires other steps as a basis, the relative order of the steps can be adjusted. It is understood that the term "and / or" used in this article involves and covers any and all possible combinations of one or more of the associated listed items.

[0034] like Figure 1 As shown, a non-invasive system for upgrading a customer service voice call to a video call of the present invention mainly includes a video auxiliary client module and a video auxiliary server module;

[0035] Video auxiliary client module: mainly for customer service to initiate the entry to upgrade the current voice call to a video call request, and is also the terminal for customer service to answer the video call. This module loads the video auxiliary client of the present invention through the JS-API non-invasive control method and is integrated into the customer service interface. The video auxiliary client interacts with the video auxiliary server through HTTP to obtain the current agent call information. This module implements SIP-based negotiation with the server through WebRTC, receives the audio and video RTP media stream from the server-side client mobile phone and decodes it into a video screen display. At the same time, this module collects computer camera, microphone and screen capture in the form of audio and video media streams during the video call interaction, encodes and packages them into video RTP packets, sends them to the video auxiliary server, and finally delivers them to the user's mobile phone for display through the call center.

[0036] Video auxiliary server module: a module that provides the capability of upgrading voice calls to video calls. The upper end of the module is connected to the original call center SBC call module based on the SIP protocol, and the lower end is connected to the PBX (SIP protocol). During the voice call, the module sends the call to the PBX, and the call process remains unchanged from the original call center process. When the customer service needs a video call scenario, the customer service sends a command request for upgrading the voice to video through the video auxiliary client. After receiving the request command, the module associates it with the original voice call through the Call-ID and sends an INVITE request to the call center SBC in the original call link. The media SDP of the INVATE request carries m lines of video capability set, indicating that this is a video call. The customer's mobile terminal receives the SDP of the INVITE carrying the video capability set. After the customer's mobile terminal allows it, the call will be automatically upgraded to a video call. At the same time, the video auxiliary server will copy a video call while retaining the original voice call and connect it to the customer service's video auxiliary client to complete the video call interaction between the two parties.

[0037] like Figure 2 As shown, the process of the above system upgrading the customer service voice call to a video call includes:

[0038] Step 1: First, the enterprise call center customer uses a mobile terminal to initiate a voice call through the operator. The call is established based on the SIP protocol of IMS.

[0039] Step 2: The SBC module of the call center receives the call and transfers the call to the video auxiliary server module. The video auxiliary server module transparently forwards the call to the PBX module of the call center. Subsequent calls are finally answered according to the original call center process.

[0040] Step 3: The customer service obtains the currently answered voice call through the video assistance client, and initiates a request to upgrade the voice call to the video. The request is initiated by the video assistance client to the video assistance server through WebRTC communication, and the request carries the voice call Call-ID.

[0041] Step 4: The video auxiliary server receives the video upgrade request, matches the current voice call link through Call-ID, and initiates a re-INVITE request for video upgrade negotiation to the original voice call link. The media SDP of the re-INVATE request carries m lines of video capability set to indicate that this is a video call.

[0042] Step 5: The client's mobile phone receives the re-INVITE request and responds based on its own support. If the mobile phone supports video calls, a pop-up request will be displayed to allow it to be accepted. After the customer allows it, the camera will be automatically turned on and upgraded to a video call. If the mobile phone does not support video calls or the customer does not allow it, the audio call will continue.

[0043] Step 6: The video auxiliary server establishes a video call with the client mobile phone based on the result of the response from the client mobile phone, that is, when the m line of the SIP signaling SDP response contains the video capability set and the port is not 0 for a video call.

[0044] Step 7: While the customer is establishing a video call, the video auxiliary server splits and copies the media stream through call negotiation. One of the audio calls remains connected to the original call center voice call. The new audio and video media call establishes a video call with the video auxiliary client through the WebRTC protocol, completing the video upgrade.

[0045] Step 8: If the m-line packet of the SDP responded by the client's mobile phone does not contain the video capability set or the port is 0, the video is not successful and the response to the video auxiliary client fails. The original voice call is not affected.

[0046] The above terms are explained as follows:

[0047] SIP (Session Initiation Protocol): a multimedia communication protocol developed by IETF (Internet Engineering Task Force). It is a text-based application layer control protocol used to create, modify, and release session control protocols for one or more participants.

[0048] SDP (Session Description Protocol): It is a general session description protocol. Before an audio or video call, both parties need to negotiate media capabilities, describe the codec types supported by both parties, exchange candidate addresses, their own session and media information, etc.

[0049] PBX (Private Branch eXchange, user-level switch): is based on IP network technology, integrates voice communication into the existing IP data network, and controls communication through protocols such as SIP.

[0050] CTI (Computer Telecommunication Integration) is a complete information telephone service system that integrates multiple functions of telecommunication networks and computer networks and is connected to the enterprise.

[0051] SBC (Session Border Controller): is a network device mainly used for voice communication and real-time multimedia conferencing. It is located at the core of the communication network and provides functions such as session control, address translation, security management and billing.

[0052] WebRTC (Web Real-Time Communications) is a real-time communication technology that allows web applications or sites to establish peer-to-peer connections between browsers without the help of an intermediary to achieve the transmission of video streams and / or audio streams or any other data.

[0053] JS-API (JavaScript Application Programming Interface): is a script programming interface based on web page loading. By loading the provided script, the capabilities provided by the server can be called.

[0054] Call-ID: A string used to uniquely identify a session during a call communication. It is transmitted using the Call-ID header field in the start line of a SIP message.

[0055] INVATE: The initial request for call initiation in the SIP protocol, used to actively invite a call.

[0056] It will be apparent to those skilled in the art that the invention is not limited to the details of the exemplary embodiments described above and that the invention can be implemented in other specific forms without departing from the spirit or essential features of the invention. Therefore, the embodiments should be considered exemplary and non-limiting in all respects, and the scope of the invention is defined by the appended claims rather than the foregoing description, and it is intended that all variations falling within the meaning and scope of the equivalent elements of the claims be included in the invention. Any reference numeral in a claim should not be considered as limiting the claim to which it relates.

[0057] In addition, it should be understood that although the present specification is described according to implementation modes, not every implementation mode contains only one independent technical solution. This description of the specification is only for the sake of clarity. Those skilled in the art should regard the specification as a whole. The technical solutions in each embodiment may also be appropriately combined to form other implementation modes that can be understood by those skilled in the art.

Claims

1. A system for non-intrusive upgrading of customer service voice calls to video calls, characterized in that: It includes a video auxiliary client module and a video auxiliary server module; The video auxiliary client module is non-intrusively arranged on the customer service workstation and serves as an entry for the customer service to initiate a request to upgrade the current voice call to a video call and a terminal for the customer service to answer the video call; The video auxiliary server module is implemented based on WebRTC technology and is set in the enterprise call center for voice upgrade to video calls. Its upper end is connected to the SBC call module of the enterprise call center, and its lower end is connected to the PBX module of the enterprise call center. During the voice call process, the call is sent to the PBX module, and the call process remains unchanged from the original process of the call center.

2. A non-intrusive system for upgrading customer service voice calls to video calls according to claim 1, characterized in that: The video auxiliary client module is loaded and integrated into the customer service interface of the customer service workbench through the JS-API non-intrusive control method.

3. A non-intrusive system for upgrading customer service voice calls to video calls according to claim 1, characterized in that: The video auxiliary client module interacts with the video auxiliary server module via HTTP to obtain current agent call information.

4. A non-intrusive system for upgrading customer service voice calls to video calls according to claim 1, characterized in that: The video auxiliary client module implements SIP-based negotiation with the video auxiliary server module through WebRTC, receives the client mobile phone audio and video RTP media stream from the video auxiliary server module and decodes it into video images for display.

5. The system for non-intrusive upgrading of customer service voice calls to video calls according to claim 1, characterized in that: The video auxiliary client module collects the customer service workstation computer camera, microphone and screen information during the video call interaction and encodes and packages it into a video RTP packet and sends it to the video auxiliary server module, and finally delivers it to the user's mobile phone for display.

6. A non-intrusive system for upgrading customer service voice calls to video calls according to claim 1, characterized in that: The video auxiliary service module is connected to the SBC call module of the enterprise call center based on the SIP protocol.

7. A non-intrusive system for upgrading customer service voice calls to video calls according to claim 1, characterized in that: When customer service needs a video call, the video auxiliary client module sends a command request for upgrading the voice to video. After receiving the request, the video auxiliary server module associates it with the original voice call through Call-ID, and sends an INVITE request to the SBC module of the call center in the original call link. The media SDP of the INVATE request carries m lines of video capability set, indicating that this is a video call. After the customer's mobile terminal receives the SDP of the INVITE carrying the video capability set and allows it, the call will be automatically upgraded to a video call. At the same time, the video auxiliary server module will copy a video call while retaining the original voice call and connect it to the customer service's video auxiliary client module to complete the video call interaction between the two parties.

8. A non-intrusive method for upgrading a customer service voice call to a video call implemented by the system according to any one of claims 1 to 7, characterized in that: The method comprises: Step 1: The customer of the enterprise call center uses a mobile terminal to initiate a voice call through the operator; Step 2: The SBC module of the call center receives the voice call and transfers the call to the video auxiliary server module. The video auxiliary server module forwards the call to the PBX module of the call center. Subsequent calls are finally answered according to the original process of the call center. Step 3: The customer service obtains the currently answered voice call through the video auxiliary client module, and initiates a request to upgrade the voice call video to the video auxiliary server module through WebRTC communication, wherein the request carries the voice call Call-ID; Step 4: The video auxiliary server module receives the request to upgrade the voice call to video, matches the current voice call link through Call-ID, and initiates a re-INVITE request for video upgrade negotiation to the current voice call link. The media SDP of the re-INVATE request carries m lines of video capability set to indicate that this is a video call; Step 5: After receiving the re-INVITE request, the customer's mobile terminal responds according to its own support status: if the mobile terminal supports video calls, a pop-up permission request will be displayed, and after the customer allows it, the camera will be automatically turned on and upgraded to a video call; if the mobile terminal does not support video calls or the customer does not allow it, the audio call will continue; Step 6: The video auxiliary server module receives the result of the response from the client mobile terminal; If the m line of the SIP signaling SDP in the response contains the video capability set and the port is not 0, the video auxiliary server module establishes a video call with the client's mobile terminal; while establishing a video call with the client's mobile terminal, the video auxiliary server performs call negotiation and media stream splitting and replication, one of the audio calls remains connected to the original voice call of the call center, and the new audio and video media call establishes a video call with the video auxiliary client through the WebRTC protocol, completing this video upgrade; If the m-line packet of the SDP responded by the client's mobile phone does not contain the video capability set or the port is 0, the video is not successful, and a response failure message is fed back to the video auxiliary client module, and the original voice call is not affected.

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