A system and method for non-intrusively upgrading a customer service voice call to a video call

Abstract

The application discloses a system and method for non-invasively upgrading a customer service voice telephone into a video telephone, which comprises a video-assisted client module and a video-assisted server module; the video-assisted client module is non-invasively arranged on a customer service platform and is used as an entrance for a customer service to initiate a request for upgrading a current voice call into a video call and a terminal for the customer service to receive a video call; the video-assisted server module is arranged on an enterprise call center and is used for voice-upgrading a video call, and is connected with an SBC call module of the enterprise call center at an upper end and is connected with a PBX module of the enterprise call center at a lower end; during a voice call process, a call is sent to the PBX module, and a call flow remains unchanged with an original flow of the call center. The application retains an original call center architecture and a voice call flow, realizes a video call function and a scene, and maintains an original customer service usage habit unchanged, and only initiates a video service scene when the customer service triggers actively.

Description

TECHNICAL FIELD

[0001] The application belongs to the technical field of audio and video communication, and particularly relates to a system and method for non-invasively upgrading a customer service voice telephone into a video telephone. BACKGROUND

[0002] With the development of 5G mobile communication networks, video calls are gradually becoming a common way of communication and exchange, and traditional voice customer service call centers are slowly upgrading to video customer service call center service scenarios.

[0003] If a traditional voice customer service center needs to support a video call service scenario, the original call architecture PBX (telephone exchange module), CTI (integrated telephone system) and other modules generally cannot meet the necessary capabilities such as video media negotiation, video encoding and decoding, and high-bandwidth transmission required by video calls. According to the traditional upgrading method, the above-mentioned core modules need to be upgraded and replaced, and the customer IP telephone terminal also needs to be replaced with a video call terminal. However, the above-mentioned technical upgrading scheme generally has problems such as high cost, long implementation period, great impact on customer business, wide range of surrounding systems, and changes in customer usage habits. SUMMARY

[0004] The technical problem to be solved by the application is to provide a system and method for non-invasively upgrading a customer service voice telephone into a video telephone, so that the enterprise customer call center can upgrade voice calls to video calls and expand voice customer service scenarios to video customer service scenarios under the original architecture system modules, thereby reducing the cost and period required for upgrading a traditional call center to a video customer call center.

[0005] To achieve the above technical purpose, the technical solution adopted by the application is as follows:

[0006] A system for non-invasively upgrading a customer service voice telephone into a video telephone comprises a video auxiliary client module and a video auxiliary server module.

[0007] The video auxiliary client module is non-invasively arranged on a customer service workstation and serves as an entrance for a customer to initiate a request for upgrading a current voice call to a video call and a terminal for the customer to answer a video call.

[0008] The video auxiliary server module is arranged in an enterprise call center and is used for voice call upgrading to a video call. The upper end of the video auxiliary server module is connected to an SBC call module of the enterprise call center, and the lower end of the video auxiliary server module is connected to a PBX of the enterprise call center. During a voice call, the call is sent to the PBX, and the call flow remains unchanged from the original flow of the call center.

[0009] To optimize the above technical solution, the following specific measures are adopted:

[0010] The video auxiliary client module loads and integrates in the customer interface of the customer service platform through the JS-API non-invasive control method.

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

[0012] The video auxiliary client module realizes SIP negotiation with the video auxiliary server module through WebRTC, receives the audio and video RTP media stream from the video auxiliary server module, decodes it into a video picture, and displays it.

[0013] The video auxiliary client module collects the computer camera, microphone, and screen information of the customer service platform during video call interaction, encodes and packages them into video RTP packets, and sends them to the video auxiliary server module, and finally sends them to the user's mobile terminal for display.

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

[0015] When the customer needs a video call, the video auxiliary client module sends a voice upgrade to video instruction request, and the video auxiliary server module receives the request instruction, associates it with the original voice call through Call-ID, sends an INVITE request to the SBC module of the call center in the original call link, and the media SDP of the INVATE request carries the m line video capability set to indicate 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, and the video auxiliary server module will copy a video call to the video auxiliary client module of the customer while preserving the original voice call, and complete the video call interaction between the two parties.

[0016] A non-invasive method for upgrading customer voice calls to video calls, 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, transfers the call to the video auxiliary server module, and the video auxiliary server module forwards the call to the PBX module of the call center. Subsequent calls follow the original call center process for final answer.

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

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

[0021] Step 5: The customer mobile terminal receives the re-INVITE request and responds according to its own support condition: when the mobile terminal supports video call, a request to allow is popped up, and after the customer operates to allow, the camera is automatically opened to upgrade to a video call; if the mobile terminal does not support video call or the customer does not allow, the audio call is continued;

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

[0023] If the m line of the response SIP signaling SDP contains a video capability set and the port is not 0, the video auxiliary server module establishes a video call with the customer mobile terminal; at the same time of establishing the video call with the customer mobile terminal, the video auxiliary server performs call negotiation and media stream splitting and copying, wherein one way of audio call is kept unchanged with the original voice call of the call center, and a new audio and video media call is established with the video auxiliary client through the WebRTC protocol to complete the video upgrade;

[0024] If the m line of the response SDP does not contain a video capability set or the port is 0, the video is not successful, and the video auxiliary client module is fed back with a response failure information, and the original voice call is not affected.

[0025] The application has the following beneficial effects:

[0026] The application introduces a capability module supporting video call: a video auxiliary client module and a video auxiliary server module, which are connected with the original call center, retain the original call center architecture and voice call process, realize the video call function and scene, and keep the original customer service usage habit unchanged.

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

[0028] This invention's video-assisted client module and video-assisted server module upgrade existing voice calls and coexist with previously established voice calls. For customers, the terminal remains unchanged during the same call, requiring no additional operations, thus maintaining business continuity and a positive customer experience. Implemented based on the standard SIP protocol, it is easy to implement and highly compatible with existing enterprise architectures.

[0029] This invention's video auxiliary client module differs from traditional video terminal hardware, eliminating the need for replanning network deployment and reducing costs. Furthermore, based on WebRTC technology with a B / S architecture, the video auxiliary client module runs in a browser, has low requirements for the operating environment, high system compatibility, and strong scalability for video services. Attached Figure Description

[0030] Figure 1 This is a system configuration diagram of a non-intrusive method for upgrading customer service voice calls to video calls according to the present invention;

[0031] Figure 2 This is a flowchart of a non-intrusive method for upgrading customer service voice calls to video calls according to the present invention. Detailed Implementation

[0032] To make the objectives, technical solutions, and advantages of this invention clearer, the invention will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative and not intended to limit the invention.

[0033] Although the steps in this invention are arranged by reference numerals, this is not intended to limit the order of the steps. Unless the order of the steps is explicitly stated or the execution of a step requires other steps as a basis, the relative order of the steps can be adjusted. It is understood that the term "and / or" as used herein refers to and covers any and all possible combinations of one or more of the associated listed items.

[0034] like Figure 1 As shown, the present invention provides a non-intrusive system for upgrading customer service voice calls to video calls, which 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 entrance of the request of upgrading the current voice call to video call, and also the terminal of the customer service answering the video call. The module loads the video auxiliary client of the application through the non-invasive control method of JS-API and integrates it in the customer service interface. The video auxiliary client obtains the current agent call information through the interaction with the video auxiliary server through HTTP. The module realizes the SIP negotiation with the server through WebRTC, receives the audio and video RTP media stream from the server and decodes it into a video picture to display. At the same time, the module collects the computer camera, microphone and screen capture in the video call interaction in the form of audio and video media stream, encodes and packages it into a video RTP package, and sends it to the video auxiliary server. Finally, it is delivered to the user's mobile terminal through the call center.

[0036] Video auxiliary server module: provides the capability module of voice upgrading to video call. The upper end of the module is connected to the original call center SBC call module based on SIP protocol, and the lower end is connected to PBX (SIP protocol). In the process of voice call, the module sends the call to PBX, and the call process remains unchanged with the original call center process. When the customer service needs a video call scene, the customer service sends a request for voice upgrading to video through the video auxiliary client. After receiving the request instruction, the module associates it with the original voice call, sends an INVITE request to the call center SBC in the original call link, and the media SDP of the INVATE request carries the m line video capability set to indicate that this is a video call. The client mobile terminal receives the SDP of the INVITE request carrying the video capability set, and the client mobile terminal allows the call to be automatically upgraded to a video call. At the same time, the video auxiliary server preserves the original voice call and copies a video call to connect with the video auxiliary client of the customer service, completing the video call interaction between the two parties.

[0037] As shown in Figure 2 the above system upgrades the customer service voice call to video call, including:

[0038] Step 1: First, the enterprise call center customer uses the mobile terminal to initiate a voice call through the operator, and 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 it to the video auxiliary server module. The video auxiliary server module forwards the call to the PBX module of the call center. The subsequent call is processed according to the original call center process and finally answered.

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

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

[0042] Step 5: The customer mobile terminal receives the re-INVITE request, responds according to its own support situation, and when the mobile terminal supports video call, it pops up an allow request. After the customer allows, the camera is automatically opened to upgrade to a video call. If the mobile terminal does not support video call or the customer does not allow, the audio call is continued.

[0043] Step 6: The video auxiliary server establishes a video call with the customer mobile terminal according to the response result of the customer mobile terminal, that is, the m line of the response SIP signaling SDP contains the video capability set and the port is not 0.

[0044] Step 7: While the customer establishes a video call, the video auxiliary server negotiates the call and splits and copies the media stream, one of which is an audio call that remains unchanged with the original call center voice call, and the new audio and video media call is established with the video auxiliary client through the WebRTC protocol to complete the video upgrade.

[0045] Step 8: If the customer mobile terminal response response SDP m line package does not contain video capability set or port is 0, this video is not successful, response failure to video auxiliary client, original voice call is not affected.

[0046] The above noun explanation is 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 one or more participants in a session control protocol.

[0048] SDP (Session Description Protocol): A general-purpose session description protocol, which is used for media capability negotiation between two parties before an audio / video call. It describes the codec types that both parties can support, exchanges candidate addresses, and provides information about the session and media.

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

[0050] CTI (Computer Telecommunication Integration): A complete integrated information telephone service system that integrates multiple functions of telecommunications networks and computer networks and integrates with enterprises.

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

[0052] WebRTC (Web Real-Time Communications): A real-time communication technology that allows web applications or sites to establish peer-to-peer connections between browsers without the help of intermediaries, enabling the transmission of video and / or audio streams or other arbitrary data.

[0053] JS-API (JavaScript Application Programming Interface): A web-based script programming interface that allows the use of provided scripts to call the capabilities provided by the service.

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

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

[0056] It will be obvious to a person skilled in the art that the application is not limited to the details of the foregoing exemplary embodiments and can be implemented in other concrete forms without departing from the spirit or essential characteristics of the application. The embodiments are therefore to be considered in all respects as illustrative and not restrictive, the scope of the application being indicated by the appended claims rather than by the foregoing description, and all changes which come within the meaning and range of equivalency of the claims are therefore intended to be embraced therein. No reference signs in the claims should be considered as limiting the scope of the claims to the identity of the reference signs therein.

[0057] Furthermore, it should be understood that although the description is made on the basis of the embodiments, not every embodiment contains only one independent technical solution, and the description of the specification is only for the sake of clarity, and those skilled in the art should consider the specification as a whole, and the technical solutions in each embodiment can also be appropriately combined to form other embodiments that those skilled in the art can understand.

Claims

1. A system for non-intrusively upgrading a customer service voice call to a video call, the system comprising: The video auxiliary client module and the video auxiliary server module are included; The video auxiliary client module is non-invasively arranged on the customer service platform and used as an entrance for the customer service to initiate a request for upgrading the current voice call to a video call and a terminal for the customer service to receive the video call; The video auxiliary server module is realized based on the WebRTC technology and arranged on the enterprise call center and used for voice call upgrading to video call, with the upper end connected to the SBC call module of the enterprise call center and the lower end connected to the PBX module of the enterprise call center, and in the voice call process, the call is sent to the PBX module, and the call flow remains unchanged from the original flow of the call center; When the customer service needs a video call, the video auxiliary client module sends a request for voice call upgrading to video, and after receiving the request, the video auxiliary server module is associated with the original voice call through the Call-ID, sends a re-INVITE request to the SBC module of the call center, and the media SDP of the re-INVITE request carries the m line video capability set to indicate that this is a video call, and after the client terminal receives the SDP of the re-INVITE carrying the video capability set and allows it, the call is automatically upgraded to a video call, and at the same time, the video auxiliary server module reserves the original voice call and connects a video call to the video auxiliary client module of the customer service, to complete the video call interaction between the two parties.

2. The system for non-intrusively upgrading a customer service voice call to a video call of claim 1, wherein, The video auxiliary client module is loaded and integrated in the customer service interface of the customer service platform through the JS-API non-invasive control mode.

3. The system for non-intrusively upgrading a customer service voice call to a video call of claim 1, wherein, The video auxiliary client module interacts with the video auxiliary server module through HTTP to obtain the current agent call information.

4. The system for non-intrusively upgrading a customer service voice call to a video call of claim 1, wherein, The video auxiliary client module realizes SIP negotiation with the video auxiliary server module through WebRTC, receives the audio and video RTP media stream from the video auxiliary server module and decodes it into a video picture for display.

5. The system for non-intrusively upgrading a customer service voice call to a video call of claim 1, wherein, The video auxiliary client module collects the camera, microphone and screen information of the customer service platform computer during the video call interaction, encodes and packages them into video RTP packets and sends them to the video auxiliary server module, and finally sends them to the user terminal for display.

6. The system for non-intrusively upgrading a customer service voice call to a video call of claim 1, wherein, The video auxiliary server module is connected to the SBC call module of the enterprise call center based on the SIP protocol.

7. A method for non-invasively upgrading a customer service voice call to a video call, implemented by the system of any one of claims 1-6, characterized in that, The method comprises: Step 1: The customer of the enterprise call center initiates a voice call through the mobile terminal of the operator; Step 2: The SBC module of the call center receives the voice call, transfers the call to the video auxiliary server module, and the video auxiliary server module forwards the call to the PBX module of the call center, and the subsequent call is answered according to the original flow of the call center; Step 3: The customer service obtains the current voice call through the video auxiliary client module and initiates a request for voice call upgrading to video to the video auxiliary server module through WebRTC communication, and the request carries the voice call Call-ID. Step 4: The video auxiliary service module accepts the request for upgrading the voice call to a video call, matches the current voice call link through the Call-ID, initiates a video upgrade negotiation re-INVITE request to the current voice call link, and the media SDP of the re-INVITE request carries an m line video capability set to indicate that this is a video call; Step 5: After receiving the re-INVITE request, the client mobile terminal responds according to its own support condition: when the mobile terminal supports video call, a request to allow is popped up, and after the client allows, the camera is automatically opened to upgrade to a video call; if the mobile terminal does not support video call or the client does not allow, the audio call is continued; Step 6: The video auxiliary service module receives the response result of the client mobile terminal; If the m line of the response SIP signaling SDP contains a video capability set and the port is not 0, the video auxiliary service module establishes a video call with the client mobile terminal; at the same time of establishing the video call with the client mobile terminal, the video auxiliary service module performs call negotiation, media stream splitting and copying, one of which is an audio call that is unchanged with the original voice call of the call center, and the other is a new audio and video media call that is established with the video auxiliary client through the WebRTC protocol to complete the video upgrade; If the m line of the response SDP of the client mobile terminal does not contain a video capability set or the port is 0, the video upgrade is not successful, the video auxiliary client module is fed back with a response failure information, and the original voice call is not affected.

Images