A communication protocol intelligent switching method and system for omni-channel contact center

Abstract

The present invention discloses a method and system for intelligent switching of communication protocols for an omni-channel contact center, the method comprising the steps of: evaluating the performance of each communication protocol according to user needs and the current system status, selecting the optimal communication protocol and opening the corresponding communication service for the user; continuously monitoring the communication quality under the selected current communication protocol, and triggering the reselection of the communication protocol if it is detected that the communication quality is lower than expected; re-evaluating the performance of each communication protocol under the current system state to select the target communication protocol, and switching the current communication service from the current communication protocol to the target communication protocol. The present invention realizes smooth switching between different communication protocols, can intelligently identify and automatically select the optimal communication method, while maintaining the continuity and quality of the call unaffected. In addition, the present invention also supports dynamic adjustment of the communication method according to network conditions, ensuring that users can obtain the best communication experience regardless of the network environment.

Description

Technical Field

[0001] The present invention belongs to the field of communication technology, and in particular relates to a method and system for intelligent switching of communication protocols for an omni-channel contact center. Background Art

[0002] Contact centers, as crucial platforms for modern businesses to interact with their customers, are undergoing a transformation from traditional telephone call centers to omnichannel contact centers. This transformation hinges on the diversification and intelligence of communication technologies, involving the application of multiple communication protocols such as CTI (Computer Telephony Integration), SIP (Session Initiation Protocol), and WebRTC (Web Real-Time Communication). However, while these communication protocols offer a wealth of technical capabilities for contact center systems, they still face numerous technical bottlenecks in practical application.

[0003] Currently, many contact center systems rely primarily on traditional phone calls, making it difficult to efficiently support diverse needs such as video calls, real-time messaging, and multimedia data exchange. Furthermore, the systems' low intelligence level relies heavily on manual operations and lacks automation and data analysis capabilities, making it difficult to effectively optimize service processes. These limitations not only reduce service efficiency but also fail to meet customer expectations for a high-quality communication experience.

[0004] The efficiency of communication protocol switching is also a major challenge facing existing contact center systems. Existing systems often require manual switching between different protocols, a complex and inefficient process that can easily lead to call interruptions or decreased communication quality. Furthermore, traditional contact center systems often cannot dynamically adjust communication methods based on network conditions, resulting in users experiencing suboptimal communication experiences in varying network environments. Existing systems lack the ability to optimize communication parameters in real time as network conditions change, further compromising the consistency and reliability of the user experience.

[0005] Overall, existing contact center systems, with their single communication method, insufficient intelligence, inefficient protocol switching, lack of dynamic adjustment capabilities, and insufficient data security, are no longer able to fully meet the market's demand for modern contact centers. Therefore, developing a technical solution that can intelligently switch between multiple communication protocols, dynamically adjust communication methods, and simultaneously achieve efficiency, scalability, and security will play a significant role in promoting the innovation and optimization of contact center systems. Summary of the Invention

[0006] To solve the above technical problems, the present invention provides a method and system for intelligent switching of communication protocols for an omni-channel contact center. The specific technical solutions are as follows: A method for intelligently switching communication protocols for an omni-channel contact center, comprising the steps of: S1. Evaluate the performance of each communication protocol based on user needs and current system status, select the optimal communication protocol, and enable corresponding communication services for users; S2. Continuously monitor the communication quality of the currently selected communication protocol. If the communication quality is detected to be lower than expected, trigger a reselection of the communication protocol. S3. Re-evaluate the performance of each communication protocol in the current system state to select a target communication protocol, and switch the current communication service from the current communication protocol to the target communication protocol.

[0007] Furthermore, step S1 includes: S101. Collect parameters, including user demand parameters, network environment parameters, and protocol performance parameters; S102. Build a communication protocol scoring model:

[0008] in: Q P Indicates the communication quality score, which is used to comprehensively evaluate the adaptability of bandwidth requirements, delay, and packet loss rate; N P Indicates the network adaptability score, which is used to reflect the adaptability of the communication protocol to the current network conditions; C P represents the protocol switching cost, including protocol initialization delay and resource consumption; α 、 β 、 γ is the weight coefficient; S103, calculating the comprehensive performance score of each communication protocol according to the communication protocol scoring model; S104: Select the communication protocol with the highest comprehensive performance score and enable communication services for the user.

[0009] Preferably, the calculation formula for the communication quality score is: ,in, w 1. w 2. w 3 is the weight coefficient, P loss is the current network packet loss rate, L is the network transmission delay, B is the current available network bandwidth; the calculation formula for the protocol switching cost is: ,in, k 1. k 2 is the weight factor of the protocol switching cost, T response The time required to establish a connection for the protocol, C resource The degree to which the protocol occupies system resources when in use.

[0010] Preferably, the calculation formula for the network adaptability score is: , in, The minimum bandwidth required for the protocol to run. B ≥ B required When , it indicates that the network can support the normal operation of the protocol; when B < B required When , it indicates that insufficient bandwidth will affect the communication quality; E P Indicates protocol efficiency. The higher the protocol efficiency, the higher the network resource utilization and the better the communication stability. E max It is the highest efficiency of currently available protocols and is used for normalization; P tolerance The maximum packet loss rate allowed by the protocol. Exceeding this value will significantly affect the communication quality.

[0011] Furthermore, step S2 includes: collecting the current available network bandwidth in real time or periodically B , network transmission delay L and the current network packet loss rate P loss , calculate the communication quality score under the current communication protocol Q P , if the communication quality score under the current communication protocol Q P Falling below a preset threshold or communication quality score Q P When the change value of is greater than the preset threshold, the communication protocol switching is triggered.

[0012] Preferably, for the parameters collected in real time or periodically in step S2, a sliding window averaging method is used to smooth out network fluctuations in a short period of time: , in, The smoothed time t Parameter value when X i Indicates time i The parameter value is , and n is the smoothing window size.

[0013] Furthermore, step S3 includes: calculating the comprehensive performance score of each communication protocol under the current system state, selecting the protocol with the highest score as the target communication protocol, and switching the communication service from the current communication protocol to the target communication protocol. When switching the protocol, buffer synchronization and state differential synchronization algorithms are used to ensure that no data loss and communication interruption occur during the protocol switching process.

[0014] Furthermore, the protocol switching includes the following steps: Buffer synchronization: Initialize the buffer of the target communication protocol and copy the communication data stream from the current communication protocol buffer to the target communication protocol buffer in real time. When the communication data stream synchronization is completed, enter the state synchronization phase. State synchronization: defines the current protocol state and the target protocol initial state. The current protocol state is the real-time status information of the running communication protocol, describing the key parameters and context of communication under the current communication protocol. The target protocol initial state is the default state information of the target communication protocol after initialization. The difference between the current protocol state and the target protocol initial state is calculated and applied to the target communication protocol to obtain the target protocol state, including: Time synchronization: pass the current call time directly to the target communication protocol; Data stream sequence number synchronization: transfer the sequence number of the data packet from the current communication protocol to the target communication protocol; Media parameter adjustment: adjust the media track parameters of the target communication protocol according to the resolution of the current communication protocol; Compare the current protocol status with the target protocol status to ensure consistency. If consistency is not achieved, repeat the synchronization process or trigger the fault fallback mechanism.

[0015] An omni-channel contact system based on the above method includes: System initialization and configuration loading module, which is used to read and parse system configuration files, load user personalized settings, and initialize various functional modules; A user interaction and interface operation module, which includes a virtual dial pad and a contact management unit. Users can enter a phone number through the virtual dial pad or directly select a contact from the contact list to make a call. This module also includes a custom settings adjustment unit, which is used to provide users with call customization functions, including volume adjustment, enabling or disabling the recording function, and selecting the call clarity mode. The protocol identification and intelligent selection module automatically identifies and selects the optimal communication protocol to enable communication services for the user based on the phone number entered by the user and the current network conditions; The network monitoring and seamless switching module is used to monitor network quality in real time. When network quality degradation is detected or the user manually triggers a switching request, it intelligently selects the optimal communication protocol based on the current communication status and available communication protocols and performs seamless switching to ensure the continuity of the user's call.

[0016] Furthermore, it also includes a system management and monitoring module, which includes a logging and auditing unit, a performance monitoring and alarm unit, and a security management and maintenance unit; The logging and auditing unit is used to record system events, operation logs and call records, including system startup, configuration changes, user logins and logouts; The performance monitoring and alarm unit is used to monitor the performance indicators of the system in real time. When an abnormal performance indicator is detected or reaches a preset threshold, an alarm mechanism is triggered to remind the administrator to take timely measures to intervene; The security management and maintenance unit is used to provide security management and maintenance functions, including user authority management, data encryption processing, and access control strategies.

[0017] Compared with the prior art, the present invention has at least the following beneficial effects: This invention enables smooth switching between different communication protocols. When a contact center's communication needs shift from traditional phone calls to network-based voice or video calls, the system intelligently identifies and automatically selects the optimal communication method (CTI, SIP, or WebRTC) while maintaining call continuity and quality. Furthermore, this invention dynamically adjusts the communication method based on network conditions, ensuring users receive the best communication experience regardless of network environment. This technology provides contact centers with a more flexible and reliable communication solution, particularly suitable for enterprise-level applications that require handling multiple communication modes. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] The accompanying drawings are used to provide further understanding of the present invention and constitute a part of the specification. They are used to explain the present invention together with the embodiments of the present invention and do not constitute a limitation of the present invention.

[0019] Figure 1 This is a flow chart of a method for intelligently switching communication protocols provided by one embodiment of the present invention; Figure 2 This is a schematic diagram of a seamless switching mechanism flow provided by an embodiment of the present invention; Figure 3 Schematic diagram of the module composition of the omni-channel communication system provided by one embodiment of the present invention. DETAILED DESCRIPTION

[0020] To make the purpose, technical solutions, and advantages of the embodiments of the present invention more clear, the technical solutions in the embodiments of the present invention will be clearly and completely described below in conjunction with the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, other embodiments obtained by ordinary technicians in this field without making creative efforts are all within the scope of protection of the present invention.

[0021] Example 1 This embodiment provides a communication protocol intelligent switching method for an omni-channel contact center. The method dynamically identifies the communication protocol based on communication needs, optimizes it in combination with real-time network conditions, and implements seamless switching of the protocol through an algorithm to ensure the continuity and quality stability of communication. Figure 1 As shown in FIG, the method mainly includes three steps: communication demand analysis and protocol optimization, real-time network monitoring and dynamic adjustment, and seamless switching mechanism.

[0022] (1) Communication requirements analysis and protocol optimization Communication demand analysis and protocol optimization are the first steps in implementing intelligent switching methods. Their purpose is to intelligently select the optimal communication protocol (CTI, SIP, WebRTC) based on user needs, current communication conditions, and protocol performance, ensuring optimal communication quality and system efficiency.

[0023] S101. Collect the following parameters to analyze communication requirements and optimize protocols: ①User demand parameters: Communication type: Voice call, video call, or text messaging.

[0024] Quality of Service (QoS) requirements: low latency (real-time calls), high bandwidth (high-definition video), and reliability (integrity of text message transmission).

[0025] Terminal support: The communication protocols supported by the user's device (for example, some devices may not support WebRTC).

[0026] ②Network environment parameters: Network bandwidth ( B ): Current available bandwidth size.

[0027] Delay( L ): Network transmission delay.

[0028] Packet loss rate ( P loss ): The ratio of data packets lost during transmission.

[0029] ③Protocol performance parameters: Protocol response speed ( T response ): The time required for the protocol to establish a connection.

[0030] Resource consumption ( C resource ): The degree to which the protocol occupies system resources (such as CPU and memory) when in use.

[0031] Compatibility: The adaptability of the protocol to the user terminal and network environment.

[0032] S102. After collecting the above parameters, the following scoring model is constructed to calculate the comprehensive performance score of each protocol: .

[0033] Q P Indicates the communication quality score, which is used to comprehensively evaluate the adaptability of bandwidth requirements, latency, and packet loss rate.

[0034] , w 1. w 2. w 3 is an adjustable weight, which can be set according to the application scenario. For example, when a user initiates a voice call, the priority of reducing the importance of delay (increasing w 2); When the network condition is poor, increase the tolerance to packet loss rate and reduce w The weight of 1.

[0035] N P Indicates the network adaptability score, which reflects the adaptability of the protocol to the current network conditions.

[0036] , in, The minimum bandwidth required for the protocol to run (unit: Mbps). Each protocol has fixed requirements, for example: ; when B ≥ B required When , it indicates that the network can support the normal operation of the protocol; when B < B required When , it indicates that insufficient bandwidth will affect communication quality.

[0037] E P Protocol efficiency, that is, the bandwidth utilization of the protocol, is defined as the ratio of effective data transmission to total bandwidth, ranging from 0 ≤ E P ≤ 1. For example, WebRTC supports high-definition video transmission. E P Typically higher than CTI. Higher protocol efficiency leads to higher network resource utilization and better communication stability. This value is typically calculated based on historical data and can be adjusted dynamically. E max is the highest efficiency of currently available protocols and is used for normalization.

[0038] P lossThe packet loss rate of the current network, reflecting the transmission quality, ranges from 0 ≤ P loss ≤ 1. P tolerance The maximum packet loss rate allowed by the protocol. Exceeding this value will significantly affect the communication quality. The tolerance of the protocol is usually as follows: ; When the packet loss rate is lower than the protocol tolerance, the adaptability is high. When the packet loss rate approaches or exceeds the tolerance, the score drops rapidly.

[0039] λ1, λ2, and λ3 are weighting parameters used to adjust the importance of bandwidth, protocol efficiency, and packet loss rate. Dynamic adjustments are made based on actual needs to ensure flexibility in the scoring model across different scenarios. For voice calls (CTI), low packet loss rate is prioritized (increasing λ3); for high-definition video (WebRTC), bandwidth adaptability is prioritized (increasing λ1).

[0040] C P Indicates the protocol switching cost, which mainly includes protocol initialization delay and resource consumption: , k 1. k 2 is the weight factor of the protocol switching cost.

[0041] α 、 β 、 γ is the weight coefficient, which dynamically adjusts the importance of different factors.

[0042] S103. Score each available protocol according to the above model formula and store it as a protocol score vector: P = [ P CTI , P SIP , P WebRTC ], The optimal protocol is determined by maximizing the score vector: P optimal = arg max( P ).

[0043] S104: After determining the optimal protocol, initialize the target protocol and start data conversion and transmission to start providing corresponding communication services to users. (2) Real-time network monitoring and dynamic adjustment The protocol selection is verified by continuously monitoring communication status (such as latency and packet loss). If the communication quality is detected to be lower than expected, the protocol reselection is triggered. By dynamically adjusting the communication method and parameters, users can get the best communication experience in any network environment.

[0044] S201, real-time network condition collection The following data is collected in real time through the integrated network card driver, operating system API, or dedicated communication protocol interface: Current available bandwidth B (unit: Mbps), collected through network card throughput monitoring or network traffic statistics; Network latency L, obtained by measuring RTT (Round-Trip Time) using ICMP protocols (such as Ping) or specific communication protocols (such as SIP OPTIONS); Packet loss rate P loss ,Calculate the ratio of lost packets to total packets, obtained through protocol-level statistics (such as TCP ACK or SIP BYE packets).

[0045] By default, data is collected once per second, but the sampling frequency can be adjusted based on application requirements. In highly dynamic scenarios (such as mobile networks), the sampling frequency can be increased to once every 500 milliseconds.

[0046] S202. Network status preprocessing and score calculation ① The collected network data usually contains noise and instantaneous fluctuations, so preprocessing is required: Data smoothing: Use the sliding window averaging method to smooth out network fluctuations in a short period of time. The formula is as follows: , in, X t For time t The sampling value at is the smoothed data, and n is the window size.

[0047] ② Rating calculation: Use communication quality rating Q P .

[0048] S203, dynamically adjust communication mode Based on communication quality rating Q P, dynamically adjust the communication mode. When the communication quality score under the current communication protocol falls below the preset threshold or the change in the communication quality score exceeds the preset threshold, a protocol switch is triggered: the comprehensive performance score of each communication protocol in the current network environment is calculated, and the protocol with the highest score is selected as the target switching protocol. The current communication service is switched to this target switching protocol to continue the communication service.

[0049] (3) Seamless switching mechanism like Figure 2 As shown, the seamless switching mechanism ensures that no data loss or call interruption occurs during the protocol switching process by utilizing double-buffer synchronization and state differential synchronization algorithms, thereby providing users with a stable and smooth communication experience.

[0050] ①Buffer synchronization Buffer initialization: Initialize the buffer of the target protocol C target .

[0051] Data stream synchronization: copy the data stream of the current protocol to the target protocol buffer in real time C target .

[0052] When data stream synchronization is complete, the state synchronization phase begins.

[0053] ②State synchronization State differential calculation: define the current protocol state as S current , the initial state of the target protocol is S target-init .

[0054] Current agreement status S current It is the real-time status information of the running communication protocol, describing all key parameters and context of the communication under the current protocol, and is used to synchronize the status of the target protocol during the switching process. It usually contains the following key information: Call duration: The duration of the current call (such as the duration of a voice call or video call).

[0055] Data stream sequence number: The current sequence number of the data packet, used to ensure the continuity of the data stream in the target protocol.

[0056] Network status information: bandwidth usage of the current protocol, latency and packet loss rate of the current protocol.

[0057] Security and encryption status: encryption keys of the current protocol, authentication status of the data transmission channel.

[0058] Protocol specific parameters: For CTI: call ID, call status (such as ringing, in progress).

[0059] For SIP: Session Description Protocol (SDP) information, including the port and format of the media stream.

[0060] For WebRTC: data channel ID, media track parameters (such as resolution and frame rate).

[0061] Each communication protocol usually provides a status query API, such as: CTI: Get the call status through the CTI library, for example, GetCallInfo(CallID).

[0062] SIP: Access SDP information through the SIP core library, such as SIPSession.GetSDP(). WebRTC: Get media stream status through the WebRTC SDK, such as PeerConnection.getStats().

[0063] The sequence numbers of data packets can be tracked using the traffic management tools of the communication protocol. For video calls, the sequence numbers of media packets can be counted using RTP (Real-time Transport Protocol).

[0064] Target protocol initial state S target-init It is the default state information of the target protocol when it is initialized. It is used to perform differential calculation with the current protocol state to achieve state synchronization. During the switching process, it is necessary to calculate the difference between the current protocol state and the initial state of the target protocol, and apply the result to the target protocol to ensure seamless switching. The differential calculation formula can be expressed as: δ( S ) = S current − S target-init .

[0065] State update: The difference result δ( S ) applied to the target protocol: S target = S target-init + δ( S ). Specifically including: Time synchronization: The current call time is directly passed to the target protocol and can be expressed as: S target [TimeElapsed] = S current [TimeElapsed] ; Data stream sequence number synchronization: The sequence number of the data packet is passed from the current protocol to the target protocol, which can be expressed as: S target [PacketSeq] = S current [PacketSeq]; Media parameter adjustment: Adjust the media track parameters of the target protocol according to the resolution of the current protocol, which can be expressed as: S target [Resolution] = S current [Resolution] .

[0066] Conformance Verification: Comparison S current and S target , ensure the state consistency. If consistency is not achieved, repeat the synchronization process or trigger the fault fallback mechanism.

[0067] ③Switch execution Activates the target protocol's communication capabilities and begins taking over data flow transmission. Switches the current communication path, transferring data flow from the current protocol to the target protocol. Frees up resources used by the current protocol (such as network ports and buffers) and reconfigures the target protocol's resources to ensure smooth communication.

[0068] Example 2 Based on the above method, this embodiment provides an omni-channel communication system, such as Figure 3 As shown in the figure, the use of this system mainly includes the following links: 1. System initialization and configuration loading System startup and self-test: After the software is started, it first performs a self-test to ensure that all necessary components and services have been loaded and initialized correctly.

[0069] Load system configuration files: Read and parse system configuration files, which usually contain key information such as communication protocol settings, user rights management, and logging policies.

[0070] User-defined settings loading: Load personalized configurations based on the user's previous settings or preferences, such as dialing shortcuts, contact lists, call recording options, etc.

[0071] Initialize functional modules: Based on system configuration and user settings, initialize various functional modules to ensure that they are in standby state and ready to handle upcoming tasks.

[0072] 2. User interaction and interface operation Virtual dial pad and contact management: Users can enter phone numbers or directly select contacts from their contact list via the intuitive virtual dial pad. The interface provides a clear button layout and real-time feedback to enhance the user experience.

[0073] Status Display and Feedback: During a call, the status display area updates the current call status, network quality, remaining call time, and other information in real time, helping users stay informed of the call. It also provides visual and auditory feedback, such as a call connection tone and warnings about network quality fluctuations.

[0074] Customizable settings: Users can adjust settings as needed before or during a call, such as adjusting the volume, enabling or disabling recording, and selecting call clarity mode.

[0075] 3. Communication protocol processing and data exchange Protocol identification and intelligent selection: The system automatically identifies and selects the optimal communication protocol based on the user's input phone number, current network conditions, and other factors. This process involves comparing and evaluating multiple communication protocols. For specific methods and steps, see Example 1.

[0076] Protocol Conversion and Data Synchronization: Once a communication protocol is selected, the system converts user input data (such as voice, video, and text) into the format of the selected protocol and synchronizes it with the communication network. During this process, the system also performs necessary data compression and encryption to ensure secure and efficient data transmission.

[0077] Network quality detection and optimization: Real-time monitoring of network quality, including key indicators such as bandwidth, latency, and packet loss rate. When network quality deteriorates, the system will attempt to adjust communication protocols or parameters to optimize call quality.

[0078] 4. Seamless switching mechanism and call continuity Switching trigger condition detection: The system continuously monitors network quality and communication status. When it detects that the network quality drops below the preset threshold or the user manually triggers a switching request, the seamless switching mechanism is initiated.

[0079] Handoff Path Selection and Execution: Based on the current communication status and available communication protocols, the system intelligently selects the optimal handoff path and executes the handoff. During this process, the system ensures call continuity and avoids call interruptions or data loss.

[0080] Status recovery and synchronous update: After the switch is completed, the system immediately restores and synchronously updates the communication status, including call duration, call quality, network status, etc., to ensure that users can continue the call seamlessly.

[0081] The specific implementation method of this link can be found in the corresponding content of the above embodiment 1, which will not be repeated here.

[0082] 5. Call End and Resource Release Call end processing: When the user ends a call, the system will immediately release communication resources, including network connections and memory usage. At the same time, the system will save necessary information such as call logs and recording files for subsequent analysis and optimization.

[0083] Resource cleanup and recycling: The system will also perform resource cleanup and recycling to ensure the effective use of system resources and stable performance improvement.

[0084] 6. System management and monitoring Logging and auditing: The system records all important events and operations, including system startup, configuration changes, user logins and logouts, etc. This log information is important for system maintenance, troubleshooting, and performance optimization.

[0085] Performance monitoring and alarms: Real-time monitoring of system performance indicators, such as CPU usage, memory usage, network throughput, etc. When a performance indicator is detected to be abnormal or reaches a preset threshold, the system will trigger an alarm mechanism to remind the administrator to take timely measures to intervene.

[0086] Security management and maintenance: The system provides comprehensive security management and maintenance functions, including user rights management, data encryption processing, access control policies, etc. These functions work together to ensure the security and stability of the system and protect user privacy and data security.

[0087] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Under the idea of ​​the present invention, the technical features in the above embodiments or different embodiments can also be combined, the steps can be implemented in any order, and there are many other variations of different aspects of the present invention as described above. For the sake of simplicity, they are not provided in detail. Although the present invention has been described in detail with reference to the above embodiments, ordinary technicians in this field should understand that they can still modify the technical solutions described in the above embodiments, or make equivalent replacements for some of the technical features therein. These modifications or replacements do not deviate the essence of the corresponding technical solutions from the scope of the technical solutions of the embodiments of this application.

Claims

1. A communication protocol intelligent switching method for an omni-channel contact center, characterized in that: Includes steps: S1. Evaluate the performance of each communication protocol based on user needs and current system status, select the optimal communication protocol and enable corresponding communication services for users; S2. Continuously monitor the communication quality under the currently selected communication protocol. If the communication quality is detected to be lower than expected, trigger the reselection of the communication protocol. S3, re-evaluate the performance of each communication protocol in the current system state to select a target communication protocol, and switch the current communication service from the current communication protocol to the target communication protocol; Wherein, step S1 comprises: S101, collecting parameters, including user demand parameters, network environment parameters and protocol performance parameters; S102. Constructing a communication protocol scoring model: in: Q P Indicates the communication quality score, which is used to comprehensively evaluate the adaptability of bandwidth requirements, delay, and packet loss rate; N P Indicates the network adaptability score, which is used to reflect the adaptability of the communication protocol to the current network conditions; C P represents the protocol switching cost, including protocol initialization delay and resource consumption; α , β , γ is the weight coefficient; S103, calculating the comprehensive performance score of each communication protocol according to the communication protocol scoring model; S104: Select the communication protocol with the highest comprehensive performance score and enable communication services for the user.

2. The communication protocol intelligent switching method according to claim 1, characterized in that: The calculation formula of the communication quality score is: ,in, w 1. w 2. w 3 is the weight coefficient, P loss is the current network packet loss rate, L is the network transmission delay, B is the current available network bandwidth; the calculation formula of the protocol switching cost is: ,in, k 1. k 2 is the weight factor of the protocol switching cost, T response The time required to establish a connection for the protocol, C resource The degree to which the protocol occupies system resources when in use.

3. The communication protocol intelligent switching method according to claim 2, characterized in that: The calculation formula of the network suitability score is: ， in, The minimum bandwidth required for the protocol to run. B ≥ B required When , it indicates that the network can support the normal operation of the protocol; when B < B required When , it indicates that insufficient bandwidth will affect the communication quality; E P Indicates protocol efficiency. The higher the protocol efficiency, the higher the network resource utilization and the better the communication stability. E max is the highest efficiency of currently available protocols and is used for normalization; P tolerance This is the maximum packet loss rate allowed by the protocol. Exceeding this value will significantly affect the communication quality.

4. The communication protocol intelligent switching method according to claim 2, characterized in that: Step S2 includes: real-time or scheduled collection of currently available network bandwidth B , network transmission delay L and the current network packet loss rate P loss , calculate the communication quality score under the current communication protocol Q P , if the communication quality score under the current communication protocol Q P Below a preset threshold or communication quality score Q P When the change value of is greater than the preset threshold, the communication protocol switching is triggered.

5. The communication protocol intelligent switching method according to claim 4, characterized in that: For the parameters collected in real time or at a fixed time in step S2, the sliding window averaging method is used to smooth the network fluctuations in a short period of time: ， in, The smoothed time t , X i Indicates time i , n is the smoothing window size.

6. The communication protocol intelligent switching method according to claim 1, characterized in that: Step S3 includes: calculating the comprehensive performance score of each communication protocol under the current system state, selecting the protocol with the highest score as the target communication protocol, and switching the communication service from the current communication protocol to the target communication protocol. When switching the protocol, the buffer synchronization and state differential synchronization algorithms are used to ensure that no data loss and communication interruption occur during the protocol switching process.

7. The communication protocol intelligent switching method according to claim 6, characterized in that: The protocol switching comprises the following steps: Buffer synchronization: Initialize the buffer of the target communication protocol and copy the communication data stream from the current communication protocol buffer to the target communication protocol buffer in real time; when the communication data stream synchronization is completed, enter the state synchronization stage; State synchronization: define the current protocol state and the target protocol initial state. The current protocol state is the real-time state information of the current communication protocol in operation, describing the key parameters and context of communication under the current communication protocol. The target protocol initial state is the default state information of the target communication protocol when initialization is completed. Calculate the difference between the current protocol state and the target protocol initial state, and apply the result to the target communication protocol to obtain the target protocol state, including: Time synchronization: pass the current call time directly to the target communication protocol; Data stream sequence number synchronization: pass the sequence number of the data packet from the current communication protocol to the target communication protocol; Media parameter adjustment: adjust the media track parameters of the target communication protocol according to the resolution of the current communication protocol; Compare the current protocol status with the target protocol status to ensure that the status is consistent. If consistency is not achieved, repeat the synchronization process or trigger the fault fallback mechanism.

8. An omni-channel contact system based on the method according to any one of claims 1 to 7, characterized in that: include: System initialization and configuration loading module, which is used to read and parse system configuration files, load user personalized settings, and initialize various functional modules; A user interaction and interface operation module, which includes a virtual dial pad and a contact management unit. The user enters a phone number through the virtual dial pad, or directly selects a contact from the contact list to make a call; the module also includes a custom setting adjustment unit, which is used to provide users with call customization functions, including volume adjustment, recording function enablement or disablement, and call clarity mode selection; The protocol identification and intelligent selection module automatically identifies and selects the best communication protocol to enable communication services for users based on the phone number entered by the user and the current network conditions; The network monitoring and seamless switching module is used to monitor the network quality in real time. When it detects that the network quality has deteriorated or the user manually triggers a switching request, it intelligently selects the optimal communication protocol and performs seamless switching based on the current communication status and available communication protocols to ensure the continuity of the user's call.

9. The omni-channel contact system according to claim 8, characterized in that: It also includes a system management and monitoring module, which includes a logging and auditing unit, a performance monitoring and alarm unit, and a security management and maintenance unit; The logging and auditing unit is used to record system events, operation logs and call records, including system startup, configuration changes, user logins and logouts; The performance monitoring and alarm unit is used to monitor the performance indicators of the system in real time. When an abnormal performance indicator is detected or reaches a preset threshold, an alarm mechanism is triggered to remind the administrator to take timely measures to intervene; The security management and maintenance unit is used to provide security management and maintenance functions, including user authority management, data encryption processing, and access control strategies.

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