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 communication protocol intelligent switching method and system for an omni-channel contact center. Background Art

[0002] As an important platform for modern enterprises to interact with customers, contact centers are undergoing a transformation from traditional telephone call centers to omni-channel contact centers. The core of this transformation lies in the diversification and intelligence of communication technologies, which involves the application of multiple communication protocols such as CTI (computer telephony integration), SIP (session initiation protocol) and WebRTC (web real-time communication). However, although these communication protocols provide a wealth of technical means for contact center systems, they still face many technical bottlenecks in actual applications.

[0003] At present, many contact center systems have a relatively simple communication method, mainly relying on traditional telephone calls, and it is difficult to efficiently support diverse needs such as video calls, real-time messaging, and multimedia data interaction. At the same time, the system's intelligence level is relatively low, relying on a large number of manual operations, lacking automation and data analysis capabilities, and unable to efficiently optimize service processes. This limitation not only reduces the company's service efficiency, but also fails to meet customers' expectations for a high-quality communication experience.

[0004] The switching efficiency of communication protocols is also an important challenge faced by existing contact center systems. Existing systems usually require manual switching of different protocols, which is not only complex and inefficient, but also easily leads to call interruptions or reduced communication quality. On this basis, traditional contact center systems are usually unable to dynamically adjust communication methods according to network conditions, and users may not be able to obtain the best communication experience in different network environments. When network conditions change, existing systems lack the ability to optimize communication parameters in real time, which further weakens the consistency and reliability of user experience.

[0005] In general, the existing contact center system has defects in single communication mode, insufficient intelligence, low protocol switching efficiency, lack of dynamic adjustment ability and data security, and can no longer fully meet the market's demand for modern contact centers. Therefore, developing a technical solution that can achieve intelligent switching of multiple communication protocols, dynamically adjust communication methods, and have both high efficiency, scalability and security will play an important role in promoting the innovation and optimization of contact center systems. Summary of the invention

[0006] In order to solve the above technical problems, the present invention provides a communication protocol intelligent switching method and system for an omni-channel contact center. The specific technical solution is as follows:

[0007] A communication protocol intelligent switching method for an omni-channel contact center, comprising the steps of:

[0008] 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;

[0009] 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.

[0010] 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.

[0011] Further, step S1 includes:

[0012] S101, collecting parameters, including user demand parameters, network environment parameters and protocol performance parameters;

[0013] S102. Constructing a communication protocol scoring model:

[0014] 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;

[0015] S103, calculating the comprehensive performance score of each communication protocol according to the communication protocol scoring model;

[0016] S104: Select the communication protocol with the highest comprehensive performance score and enable communication services for the user.

[0017] Preferably, 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.

[0018] Preferably, the calculation formula of the network adaptability score is:

[0019] ,

[0020] 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.

[0021] Further, step S2 includes: real-time or periodic acquisition of the current 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.

[0022] Preferably, for the parameters collected in real time or periodically in step S2, a sliding window averaging method is used to smooth the network fluctuations in a short period of time:

[0023] ,

[0024] in, The smoothed time t, X i Indicates time i , n is the smoothing window size.

[0025] Furthermore, step S3 includes: respectively 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, and using buffer synchronization and state differential synchronization algorithms when switching protocols to ensure that no data loss and communication interruption occur during the protocol switching process.

[0026] Furthermore, the protocol switching includes the following steps:

[0027] 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;

[0028] 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:

[0029] Time synchronization: pass the current call time directly to the target communication protocol;

[0030] Data stream sequence number synchronization: pass the sequence number of the data packet from the current communication protocol to the target communication protocol;

[0031] Media parameter adjustment: adjust the media track parameters of the target communication protocol according to the resolution of the current communication protocol;

[0032] 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.

[0033] An omni-channel contact system based on the above method comprises:

[0034] 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;

[0035] 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;

[0036] 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;

[0037] 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.

[0038] Furthermore, it also includes a system management and monitoring module, which includes a log recording and auditing unit, a performance monitoring and alarm unit, and a security management and maintenance unit;

[0039] 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;

[0040] 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;

[0041] 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.

[0042] Compared with the prior art, the present invention has at least the following beneficial effects:

[0043] The present invention realizes smooth switching between different communication protocols. When the communication needs of the contact center change from traditional phone calls to network-based voice or video calls, the system can intelligently identify and automatically select the optimal communication method (CTI, SIP or WebRTC) while maintaining the continuity and quality of the call. In addition, the present invention also supports dynamic adjustment of the communication method according to network conditions, ensuring that users can get the best communication experience regardless of the network environment. This technology provides a more flexible and reliable communication solution for contact centers, especially for enterprise-level application scenarios that need to handle multiple communication modes. BRIEF DESCRIPTION OF THE DRAWINGS

[0044] 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.

[0045] Figure 1 It is a flow chart of a method for intelligently switching a communication protocol provided by an embodiment of the present invention;

[0046] Figure 2 is a schematic diagram of a seamless switching mechanism flow chart provided by an embodiment of the present invention;

[0047] Figure 3 It is a schematic diagram of the module composition of the omni-channel communication system provided by one embodiment of the present invention. DETAILED DESCRIPTION

[0048] In order to make the purpose, technical solution and advantages of the embodiments of the present invention clearer, the technical solution in the embodiments of the present invention will be clearly and completely described below in conjunction with the 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 work are all within the scope of protection of the present invention.

[0049] Embodiment 1

[0050] 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, the method mainly includes three steps: communication demand analysis and protocol optimization, real-time network monitoring and dynamic adjustment, and seamless switching mechanism.

[0051] (1) Communication requirements analysis and protocol optimization

[0052] Communication demand analysis and protocol optimization are the first steps to implement intelligent switching methods. The purpose is to intelligently select the optimal communication protocol (CTI, SIP, WebRTC) based on user needs, current communication conditions, and protocol performance to ensure that communication quality and system efficiency are optimal.

[0053] S101. Collect the following parameters to analyze communication requirements and optimize protocols:

[0054] ①User demand parameters:

[0055] Type of communication: voice call, video call, or text messaging.

[0056] Quality of Service (QoS): low latency (real-time calls), high bandwidth (HD video), reliability (integrity of text message transmission).

[0057] Terminal support: Communication protocols supported by the user's device (e.g. some devices may not support WebRTC).

[0058] ②Network environment parameters:

[0059] Network bandwidth ( B ): The current available bandwidth size.

[0060] Delay( L ): Network transmission delay.

[0061] Packet loss rate ( P loss ): The proportion of data packets lost during transmission.

[0062] ③Protocol performance parameters:

[0063] Protocol response speed ( T response ): The time required for the protocol to establish a connection.

[0064] Resource consumption ( C resource ): The degree to which the protocol occupies system resources (such as CPU and memory) when in use.

[0065] Compatibility: The adaptability of the protocol to the user terminal and network environment.

[0066] S102. After collecting the above parameters, the following scoring model is constructed to calculate the comprehensive performance score of each protocol:

[0067] .

[0068] Q P Indicates the communication quality score, which is used to comprehensively evaluate the adaptability of bandwidth requirements, delay, and packet loss rate.

[0069] ,

[0070] w 1 , w 2 , w 3 The weight is adjustable and can be set according to the application scenario. For example, when a user initiates a voice call, the importance weight of delay can be reduced (increased w 2 ); When the network condition is poor, increase the tolerance to packet loss rate and reduce w1 The weight of .

[0071] N P Indicates the network adaptability score, which is used to reflect the adaptability of the protocol to the current network conditions.

[0072] ,

[0073] in, The minimum bandwidth required for the protocol to run (in Mbps). Each protocol has a fixed requirement, for example:

[0074] ;

[0075] when B ≥ B required When , it indicates that the network can support the normal operation of the protocol; when B < B required When the bandwidth is insufficient, it will affect the communication quality.

[0076] E P The efficiency of the protocol is the bandwidth utilization of the protocol, which 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 Usually higher than CTI. The higher the protocol efficiency, the higher the network resource utilization and the better the communication stability. It is usually 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.

[0077] P loss The packet loss rate of the current network, reflecting the transmission quality, ranging 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:

[0078] ;

[0079] 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.

[0080] λ 1 , 2 ,3 is a weight parameter used to adjust the importance of bandwidth, protocol efficiency, and packet loss rate. Dynamically adjust according to actual needs to ensure the flexibility of the scoring model in different scenarios: for voice calls (CTI), more emphasis is placed on low packet loss rate (increasing λ 3 ); For high-definition video (WebRTC), more attention is paid to bandwidth adaptability (increasing λ 1 ).

[0081] C P Represents the protocol switching cost, which mainly includes protocol initialization delay and resource consumption:

[0082] ,

[0083] k 1 , k 2 is the weight factor of the protocol switching cost.

[0084] α , β , γ It is the weight coefficient, which dynamically adjusts the importance of different factors.

[0085] S103. According to the above model formula, score each available protocol and store it as a protocol score vector:

[0086] P = [ P CTI , P SIP , P WebRTC ],

[0087] The optimal protocol is determined by the maximum value of the score vector:

[0088] P optimal = arg max( P ).

[0089] S104: After determining the optimal protocol, initialize the target protocol and start data conversion and transmission to start providing corresponding communication services to users.

[0090] (2) Real-time network monitoring and dynamic adjustment

[0091] The protocol selection is verified by continuously monitoring the communication status (such as latency and packet loss rate). If the communication quality is detected to be lower than expected, the protocol reselection is triggered, and the communication mode and parameters are dynamically adjusted to ensure that users can get the best communication experience in any network environment.

[0092] S201, real-time network condition collection

[0093] The following data is collected in real time through the integrated network card driver, operating system API or dedicated communication protocol interface:

[0094] Current available bandwidth B (unit: Mbps), collected through network card throughput monitoring or network traffic statistics;

[0095] Network latency L, obtained by measuring RTT (Round-Trip Time) using ICMP protocols (such as Ping) or specific communication protocols (such as SIP OPTIONS);

[0096] 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 messages).

[0097] The default sampling rate is once per second, and the sampling rate can be adjusted according to application requirements. In highly dynamic scenarios (such as mobile networks), the sampling rate can be increased to once every 500 milliseconds.

[0098] S202. Network status preprocessing and score calculation

[0099] ① The collected network data usually contains noise and instantaneous fluctuations, so preprocessing is required:

[0100] Data smoothing: Use the sliding window average method to smooth network fluctuations in a short period of time. The formula is as follows:

[0101] ,

[0102] in, X t For time t The sampling value at is the smoothed data, and n is the window size.

[0103] ② Rating calculation: Use communication quality rating Q P .

[0104] S203, dynamically adjust communication mode

[0105] According to the communication quality score Q P, dynamically adjust the communication mode. When the communication quality score under the current communication protocol is lower than the preset threshold or the change value of the communication quality score is greater than the preset threshold, the protocol switching is triggered: the comprehensive performance score of each communication protocol under 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 the target switching protocol to continue the communication service.

[0106] (3) Seamless switching mechanism

[0107] 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.

[0108] ① Buffer synchronization

[0109] Buffer initialization: Initialize the buffer of the target protocol C target .

[0110] Data stream synchronization: copy the data stream of the current protocol to the target protocol buffer in real time C target .

[0111] After data stream synchronization is completed, the state synchronization phase begins.

[0112] ②State synchronization

[0113] State differential calculation: define the current protocol state as S current , the initial state of the target protocol is S target-init .

[0114] Current Agreement Status S current It is the real-time status information of the running communication protocol, describing all the key parameters and context of the communication under the current protocol, and is used to synchronize the status with the target protocol during the switching process. It usually contains the following key information:

[0115] Call time: The elapsed time of the current call (such as the duration of a voice call or video call).

[0116] 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.

[0117] Network status information: bandwidth usage of the current protocol, latency and packet loss rate of the current protocol.

[0118] Security and encryption status: encryption keys of the current protocol, authentication status of the data transmission channel.

[0119] Protocol specific parameters:

[0120] For CTI: call ID, call status (such as ringing, in progress).

[0121] For SIP: Session Description Protocol (SDP) information, including the port and format of the media stream.

[0122] For WebRTC: data channel ID, media track parameters (such as resolution, frame rate).

[0123] Each communication protocol usually provides a status query API, such as:

[0124] CTI: Get the call status through the CTI library, such as GetCallInfo(CallID).

[0125] SIP: Access SDP information through the SIP core library, such as SIPSession.GetSDP().

[0126] WebRTC: Get media stream status through the WebRTC SDK, such as PeerConnection.getStats().

[0127] 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).

[0128] Target protocol initial state S target-init It is the default state information of the target protocol when it is just 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 .

[0129] State update: The difference result δ( S ) is applied to the target protocol: S target = S target-init + δ( S ). Specifically include:

[0130] Time synchronization: The current call time is directly passed to the target protocol and can be expressed as:

[0131] S target [TimeElapsed] = S current [TimeElapsed];

[0132] 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:

[0133] S target [PacketSeq] = S current [PacketSeq];

[0134] 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:

[0135] S target [Resolution] = S current [Resolution] .

[0136] Conformance Verification: Comparison S current and S target , ensure the state is consistent. If consistency is not achieved, repeat the synchronization process or trigger the fault fallback mechanism.

[0137] ③Switch execution

[0138] Activate the communication function of the target protocol and start taking over the data stream transmission. Switch the current communication path and transfer the data stream from the current protocol to the target protocol. Release the resources occupied by the current protocol (such as network ports and buffers) and reconfigure the resources of the target protocol to ensure smooth communication.

[0139] Embodiment 2

[0140] Based on the above method, this embodiment provides an omni-channel contact system, such as Figure 3 As shown, the use of this system mainly includes the following links:

[0141] 1. System initialization and configuration loading

[0142] 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.

[0143] 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.

[0144] 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.

[0145] Initialize functional modules: Based on system configuration and user settings, initialize each functional module to ensure that they are in standby state and ready to handle upcoming tasks.

[0146] 2. User interaction and interface operation

[0147] Virtual dial pad and contact management: Users can enter phone numbers through the intuitive virtual dial pad or directly select contacts from the contact list to make calls. The interface provides a clear button layout and real-time feedback to enhance the user experience.

[0148] 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 to help users keep track of the call. At the same time, it provides visual and auditory feedback, such as call connection prompt tone and network quality fluctuation warning.

[0149] Customized settings adjustment: Users can adjust settings according to their needs before or during a call, such as adjusting the volume, enabling or disabling the recording function, selecting the call clarity mode, etc.

[0150] 3. Communication protocol processing and data exchange

[0151] Protocol identification and intelligent selection: The system automatically identifies and selects the optimal communication protocol based on the phone number input by the user, the current network conditions, and the like. This process involves comparison and evaluation of multiple communication protocols. For specific method steps, see Example 1.

[0152] Protocol conversion and data synchronization: Once the communication protocol is selected, the system will convert the data input by the user (such as voice, video, text, etc.) into the format of the selected protocol and synchronize it with the communication network. During this process, the system will also perform necessary data compression and encryption to ensure the security and efficiency of data transmission.

[0153] Network quality detection and optimization: Real-time monitoring of network quality, including key indicators such as bandwidth, latency, packet loss rate, etc. When network quality deteriorates, the system will try to adjust the communication protocol or parameters to optimize call quality.

[0154] 4. Seamless switching mechanism and call continuity

[0155] Switching trigger condition detection: The system continuously monitors the 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.

[0156] Switching path selection and execution: Based on the current communication status and available communication protocols, the system intelligently selects the optimal switching path and executes the switching operation. During this process, the system ensures the continuity of the call and avoids call interruption or data loss.

[0157] 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.

[0158] The specific implementation method of this link can be found in the corresponding content of the above-mentioned embodiment 1, and will not be repeated here.

[0159] 5. End of call and release of resources

[0160] Call end processing: When the user ends a call, the system will immediately release communication resources, including network connection, memory usage, etc. At the same time, the system will save necessary information such as call logs and recording files for subsequent analysis and optimization.

[0161] Resource cleanup and recycling: The system will also perform resource cleanup and recycling to ensure effective use of system resources and stable performance improvement.

[0162] 6. System management and monitoring

[0163] Logging and auditing: The system records all important events and operation logs, including system startup, configuration changes, user login and logout, etc. This log information is important for system maintenance, troubleshooting and performance optimization.

[0164] Performance monitoring and alarm: Real-time monitoring of system performance indicators, such as CPU usage, memory usage, network throughput, etc. When an abnormal performance indicator is detected or reaches a preset threshold, the system will trigger an alarm mechanism to remind the administrator to take timely measures to intervene.

[0165] Security management and maintenance: The system provides comprehensive security management and maintenance functions, including user rights management, data encryption processing, access control strategies, etc. These functions jointly ensure the security and stability of the system and protect user privacy and data security.

[0166] 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 them. Under the concept of the present invention, the technical features in the above embodiments or different embodiments may also be combined, the steps may be implemented in any order, and there are many other changes in different aspects of the present invention as described above, which are not provided in detail for the sake of simplicity. Although the present invention has been described in detail with reference to the aforementioned embodiments, a person of ordinary skill in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. However, 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 the present 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, selecting the communication protocol with the highest comprehensive performance score and enabling communication services for the user; In step S102: ， 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; ， 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.

2. The communication protocol intelligent switching method according to claim 1, 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.

3. The communication protocol intelligent switching method according to claim 2, 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.

4. 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.

5. The communication protocol intelligent switching method according to claim 4, 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.

6. An omni-channel communication system based on the method according to any one of claims 1 to 5, 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.

7. The omni-channel contact system according to claim 6, 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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