Call method and related apparatus

Abstract

Provided in the present application are a call method and a related apparatus. The method comprises: during a first video call, a first network device receiving a first request message sent by an agent device, wherein the first video call is a video call between a first device and the agent device, which is established by means of the first network device and a second network device; and on the basis of the first request message, the first network device sending a link message to a second device, wherein the link message is used for requesting the second device to join in the video call between the first device and the agent device. By means of the present application, a device that does not support a mobile communication video call can join in an established video call, so as to implement a multi-party video call process, and thus the application scenarios of a mobile communication video call function are wider, and the user experience is improved.

Description

A communication method and related device

[0001] This application claims priority to the Chinese patent application with application number 202311699160.5 filed with the State Intellectual Property Office of China on December 11, 2023, and priority to the Chinese patent application with the invention name “A Call Method and Related Devices”, all contents of which are incorporated by reference into this application. Technical Field

[0002] The present application relates to the field of computer technology, and in particular to a communication method and related devices. Background Art

[0003] With the development of Voice over Long-Term Evolution (VOLTE), mobile network bandwidth can support video calls. For example, the mode of communication between users has been upgraded from voice calls based on second-generation mobile communication technology (2G) / third-generation mobile communication technology (3G) to VOLTE video calls (referred to as video calls) based on fourth-generation mobile communication technology (4G). In call center application scenarios, there are situations where a third-party user needs to join the current call. For example, terminal A and terminal B are in a video call. At this time, it is necessary to invite the device of the third-party user (such as terminal C) to join the video call. However, if terminal C does not support the video call function, for example, due to the manufacturer's equipment standards or the mobile network bandwidth of terminal C (such as 2G or 3G) does not support the use of the video call function, then the video call between terminal A, terminal B and terminal C cannot be established. The video call scenario of mobile communication is limited, affecting the user experience.

[0004] Summary of the Invention

[0005] The present application discloses a calling method and related apparatus, which can enable a device that does not support mobile communication video calling to join an established video call to realize a multi-party video calling process, expand the application scenarios of the mobile communication video calling function, and enhance the user experience.

[0006] In a first aspect, an embodiment of the present application provides a call method, which is applied to a first network device. The method includes: during a first video call, receiving a first request message sent by an agent device, wherein the first video call is a video call between the first device and the agent device established through the first network device and the second network device; according to the first request message, sending a link message to the second device, wherein the link message is used to request the second device to join the video call between the first device and the agent device.

[0007] In the above method, during a video call between a first device and an agent device, a link message can be sent to a second device via the first network device alone, inviting the second device to join the established video call without further communication with the second network device. Furthermore, while processing the call from the first device, the agent device can receive incoming calls from the second device, enabling multi-party video calls and improving the user experience. Furthermore, this method enables multi-party video calls without requiring the second device to be registered and stored with the second network device in advance, or to install a third-party application.

[0008] In one possible implementation, after sending the link message to the second device, the method further includes: receiving a second request message sent by the second device; and establishing a second video call based on the second request message, where the second video call is used for a video call between the first device, the seat device, and the second device.

[0009] In the above method, during the video call between the first device and the agent device, the first network device can receive the incoming call request from the second device and establish a new video call to achieve a multi-party video call and improve the user experience.

[0010] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0011] In the above method, a second device that does not support the video call function can also join the established video call through the link message sent by the first network device without having to communicate with the second network device, so as to realize a multi-party video call process. The application scenarios of the video call function of mobile communication are more extensive, and the user experience is improved.

[0012] In one possible implementation, the method further includes: determining, based on the second request message, whether the second device can join the video call between the first device and the agent device; and when it is determined that the second device can join the video call between the first device and the agent device, sending a first message to the second device, the first message including first verification information and an identifier of the agent device.

[0013] In the above method, the first network device can determine whether the second device can join the video call between the current first device and the seat device based on the second request message sent by the second device, thereby avoiding other user devices from mistakenly joining the video call or the seat device not supporting the second device to join, thereby improving the security and confidentiality of the video call and further improving the user experience.

[0014] In one possible implementation, the second request message is sent by the second device based on the link message, the second request message includes second verification information and an identifier of the agent device, the second verification information is generated by the first network device according to the first request message, and the second verification information is associated with the identifier of the agent device. Judging whether the second device can join the video call between the first device and the agent device according to the second request message includes: verifying whether the identity of the second device is valid according to the second verification information in the second request message, and judging whether the agent device meets the first preset condition according to the identifier of the agent device in the second request message; the method also includes: when the identity of the second device is valid and the agent device meets the first preset condition, determining that the second device can join the video call between the first device and the agent device.

[0015] In one possible implementation, the identity of the second device is valid, including: the second verification information is correct and within a first time period, and the first time period is the time period when the second verification information is valid; the agent device meets the first preset condition, including: the agent device is in a call state and the purpose identifier associated with the agent device indicates that the second device is allowed to join the video call between the first device and the agent device, the purpose identifier is associated with the second verification information, and the purpose identifier is included in the first request message.

[0016] In the above method, the first network device determines that the second device can join the currently established video call only when the second verification information sent by the second device is correct and within the valid time period, and the agent device allows the second device to join the current video call between the first device and the agent device, thereby avoiding other user devices from mistakenly joining the video call or the agent device not supporting the second device to join, thereby improving the security and confidentiality of the video call and further improving the user experience.

[0017] In one possible implementation, after sending the first message to the second device, the method further includes: receiving a third request message sent by the second device, the third request message being used to request establishment of a media connection between the second device and the agent device, the third request message including the first verification information and an identifier of the agent device; determining whether a second preset condition is currently met based on the third request message; and establishing the second video call when the second preset condition is met.

[0018] In a possible implementation, satisfying the second preset condition includes: the first verification information is correct and within a second time period, and the agent device satisfies the first preset condition, and the second time period is a time period during which the first verification information is valid.

[0019] In the above method, after the first network device determines that the second device can join the currently established video call, during the actual process of establishing the media connection between the second device and the agent device, the first network device will again confirm whether the second preset condition is currently met. If so, the second video call will be established, thereby ensuring the stability of the video call and improving the user experience.

[0020] In one possible implementation, establishing the second video call includes: establishing the venue of the second video call; sending a fourth request message to the first device, sending a fifth request message to the second device, and sending a sixth request message to the agent device; receiving a first response message sent by the first device based on the fourth request message, receiving a second response message sent by the second device based on the fifth request message, and receiving a third response message sent by the agent device based on the sixth request message, the first response message instructing the first device to join the venue of the second video call, the second response message instructing the second device to join the venue of the second video call, and the third response message instructing the agent device to join the venue of the second video call.

[0021] In the above method, when the video call changes from one-to-one (one user device corresponds to one agent device) to many-to-one (multiple user devices correspond to one agent device), the first network device needs to establish a new video call venue, which can be used to implement a multi-party video call process. The first network device can send request messages to multiple user devices and agent devices respectively to invite these devices to join the venue for the video call.

[0022] In a possible implementation, the first request message is sent by the agent device when the agent device obtains the identifier of the first device and a destination identifier associated with the agent device, where the destination identifier is set by the agent device according to a user operation.

[0023] In a second aspect, an embodiment of the present application provides a call method, which is applied to a second device, and the method includes: receiving a link message sent by a first network device, wherein the link message is used to request the second device to join a video call between the first device and the agent device, and the link message is sent by the first network device based on a first request message. The first request message is sent by the agent device to the first network device during the first video call, and the first video call is a video call between the first device and the agent device established through the first network device and the second network device.

[0024] In one possible implementation, the method further includes: sending a second request message to the first network device based on the link message, wherein the second request message is used for the first network device to establish a second video call, and the second video call is used for a video call between the first device, the seat device and the second device.

[0025] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0026] In one possible implementation, sending a second request message to the first network device based on the link message includes: displaying the link message in a first interface, where the first interface includes a first control; receiving a first operation acting on the first control in the first interface; and sending the second request message to the first network device in response to the first operation.

[0027] In one possible implementation, after sending the second request message to the first network device according to the link message, the method further includes: receiving a first message sent by the first network device, the first message including first verification information and an identifier of the agent device, and the second verification information is sent by the first network device when determining that the second device can join the video call between the first device and the agent device.

[0028] In one possible implementation, after receiving the first message sent by the first network device, the method further includes: sending a third request message to the first network device based on the first message, the third request message being used by the first network device to establish the second video call, and the third request message including the first verification information and the identifier of the agent device.

[0029] In one possible implementation, after sending the third request message to the first network device, the method further includes: receiving a fourth request message sent by the first network device, where the fourth request message is sent by the first network device when establishing the venue for the second video call; and sending a first response message to the first network device based on the fourth request message, where the first response message instructs the second device to join the venue for the second video call.

[0030] In a third aspect, an embodiment of the present application provides a communication device, comprising: a processing unit, a receiving unit, and a sending unit, wherein the receiving unit is configured to receive a first request message sent by an agent device during a first video call, wherein the first video call is a video call between a first device and the agent device established via the first network device and the second network device; and the sending unit is configured to send a link message to the second device according to the first request message, wherein the link message is used to request the second device to join the video call between the first device and the agent device.

[0031] In one possible implementation, the receiving unit is used to receive a second request message sent by the second device; the processing unit is used to establish a second video call based on the second request message, and the second video call is used for a video call between the first device, the seat device and the second device.

[0032] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0033] In one possible implementation, the processing unit is configured to determine, based on the second request message, whether the second device can join the video call between the first device and the agent device; and the sending unit is configured to send a first message to the second device when it is determined that the second device can join the video call between the first device and the agent device, the first message including first verification information and an identifier of the agent device.

[0034] In one possible implementation, the second request message is sent by the second device based on the link message, the second request message includes second verification information and an identifier of the agent device, the second verification information is generated by the first network device based on the first request message, and the second verification information is associated with the identifier of the agent device. The processing unit is configured to verify whether the identity of the second device is valid based on the second verification information in the second request message, and determine whether the agent device meets a first preset condition based on the identifier of the agent device in the second request message; when the identity of the second device is valid and the agent device meets the first preset condition, determine that the second device can join the video call between the first device and the agent device.

[0035] In one possible implementation, the identity of the second device is valid, including: the second verification information is correct and within a first time period, and the first time period is the time period when the second verification information is valid; the agent device meets the first preset condition, including: the agent device is in a call state and the purpose identifier associated with the agent device indicates that the second device is allowed to join the video call between the first device and the agent device, the purpose identifier is associated with the second verification information, and the purpose identifier is included in the first request message.

[0036] In one possible implementation, the receiving unit is used to receive a third request message sent by the second device, where the third request message is used to request establishment of a media connection between the second device and the agent device, and the third request message includes the first verification information and an identifier of the agent device; the processing unit is used to determine whether a second preset condition is currently met based on the third request message; and when the second preset condition is met, establish the second video call.

[0037] In a possible implementation, satisfying the second preset condition includes: the first verification information is correct and within a second time period, and the agent device satisfies the first preset condition, and the second time period is a time period during which the first verification information is valid.

[0038] In one possible implementation, the processing unit is used to establish the venue of the second video call; the sending unit is used to send a fourth request message to the first device, send a fifth request message to the second device, and send a sixth request message to the agent device; the receiving unit is used to receive a first response message sent by the first device based on the fourth request message, receive a second response message sent by the second device based on the fifth request message, and receive a third response message sent by the agent device based on the sixth request message, the first response message instructing the first device to join the venue of the second video call, the second response message instructs the second device to join the venue of the second video call, and the third response message instructs the agent device to join the venue of the second video call.

[0039] In a possible implementation, the first request message is sent by the agent device when the agent device obtains the identifier of the first device and a destination identifier associated with the agent device, where the destination identifier is set by the agent device according to a user operation.

[0040] Regarding the technical effects brought about by the third aspect or possible implementation methods, reference may be made to the introduction to the technical effects of the first aspect or corresponding implementation methods.

[0041] In a fourth aspect, an embodiment of the present application provides a communication device, comprising: a processing unit, a receiving unit and a sending unit, the receiving unit being used to receive a link message sent by a first network device, the link message being used to request a second device to join a video call between the first device and the agent device, the link message being sent by the first network device based on a first request message, the first request message being sent by the agent device to the first network device during the first video call, the first video call being a video call between the first device and the agent device established through the first network device and the second network device.

[0042] In one possible implementation, the sending unit is used to send a second request message to the first network device based on the link message, and the second request message is used for the first network device to establish a second video call, and the second video call is used for a video call between the first device, the seat device and the second device.

[0043] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0044] In one possible implementation, the processing unit is used to display the link message in a first interface, which includes a first control; the receiving unit is used to receive a first operation acting on the first control in the first interface; and the sending unit is used to send the second request message to the first network device in response to the first operation.

[0045] In one possible implementation, the receiving unit is used to receive a first message sent by the first network device, where the first message includes first verification information and an identifier of the agent device, and the second verification information is sent when the first network device determines that the second device can join the video call between the first device and the agent device.

[0046] In one possible implementation, the sending unit is used to send a third request message to the first network device based on the first message, where the third request message is used by the first network device to establish the second video call, and the third request message includes the first verification information and the identifier of the agent device.

[0047] In one possible implementation, the receiving unit is used to receive a fourth request message sent by the first network device, where the fourth request message is sent by the first network device when establishing the venue for the second video call; and the sending unit is used to send a first response message to the first network device based on the fourth request message, where the first response message instructs the second device to join the venue for the second video call.

[0048] Regarding the technical effects brought about by the fourth aspect or possible implementation methods, reference may be made to the introduction to the technical effects of the second aspect or corresponding implementation methods.

[0049] In a fifth aspect, an embodiment of the present application provides a communication device, which includes at least one processor and a communication interface, and the at least one processor calls a computer program or instruction stored in a memory to execute the method described in the first aspect or a possible implementation method of the first aspect.

[0050] In a sixth aspect, an embodiment of the present application provides a communication device, which includes at least one processor and a communication interface, and the at least one processor calls a computer program or instruction stored in a memory to execute the method described in the above-mentioned second aspect or a possible implementation method of the second aspect.

[0051] In a seventh aspect, an embodiment of the present application provides a chip device, comprising at least one processor, wherein the at least one processor is configured to execute computer programs or instructions to implement the method described in any one of the above aspects.

[0052] In an eighth aspect, an embodiment of the present application provides a computer-readable storage medium, in which a computer program or instruction is stored. When the computer program or instruction runs on a processor, the method described in any one of the above aspects is implemented.

[0053] In a ninth aspect, an embodiment of the present application provides a computer program product, which includes a computer program or instructions. When the computer program or instructions are run on a computer, the method described in any one of the above aspects is implemented.

[0054] In a tenth aspect, an embodiment of the present application provides a communication system, comprising: the apparatus as described in the third aspect and the apparatus as described in the fourth aspect.

[0055] It should be understood that the description of technical features, technical solutions, beneficial effects or similar language in this application does not imply that all features and advantages can be achieved in any single embodiment. On the contrary, it is understood that the description of a feature or beneficial effect means that a specific technical feature, technical solution or beneficial effect is included in at least one embodiment. Therefore, the description of a technical feature, technical solution or beneficial effect in this specification does not necessarily refer to the same embodiment. Furthermore, the technical features, technical solutions and beneficial effects described in this embodiment can also be combined in any appropriate manner. Those skilled in the art will understand that an embodiment can be implemented without one or more specific technical features, technical solutions or beneficial effects of a specific embodiment. In other embodiments, additional technical features and beneficial effects can also be identified in a specific embodiment that does not embody all embodiments. BRIEF DESCRIPTION OF THE DRAWINGS

[0056] The following is an introduction to the drawings used in this application.

[0057] FIG1 is a schematic diagram of the architecture of a call system 10 provided by the present application;

[0058] FIG2 is a schematic diagram of the architecture of another communication system 10 provided by the present application;

[0059] FIG3 is a flow chart of a calling method provided by the present application;

[0060] FIG4 is a flow chart of another calling method provided by the present application;

[0061] FIG5 is a flow chart of another calling method provided by the present application;

[0062] FIG6 is a schematic structural diagram of a communication device 600 provided in this application;

[0063] FIG7 is a schematic structural diagram of a communication device 700 provided in this application. DETAILED DESCRIPTION

[0064] The technical solutions in the embodiments of the present application will be described below in conjunction with the accompanying drawings. In the description of the embodiments of the present application, unless otherwise specified, " / " represents or, for example, A / B can represent A or B; "and / or" in the text is merely a description of the association relationship between associated objects, indicating that three relationships can exist. For example, A and / or B can represent: A exists alone, A and B exist at the same time, and B exists alone. In addition, in the description of the embodiments of the present application, "multiple" refers to two or more than two.

[0065] In the following, the terms "first" and "second" are used for descriptive purposes only and should not be understood to imply or suggest relative importance or implicitly indicate the number of the technical features indicated. Therefore, the features defined as "first" and "second" may explicitly or implicitly include one or more of the features. In the description of the embodiments of this application, unless otherwise specified, "plurality" means two or more.

[0066] In the embodiments of the present application, the terminal device includes a device that provides voice and / or data connectivity to a user. Specifically, it includes a device that provides voice to a user, or includes a device that provides data connectivity to a user, or includes a device that provides voice and data connectivity to a user. For example, it may include a handheld device with wireless connection capabilities, or a processing device connected to a wireless modem. The terminal device can communicate with the core network via a radio access network (RAN), exchange voice or data with the RAN, or exchange voice and data with the RAN. The terminal device may include user equipment (UE), wireless terminal device, mobile terminal device, D2D terminal device, vehicle to everything (V2X) terminal device, machine-to-machine / machine-type communications (M2M / MTC) terminal device, Internet of Things (IoT) terminal device, light terminal device (light UE), reduced capability UE (REDCAP UE), subscriber unit (subscriber unit), subscriber station (subscriber station), mobile station (mobile station), remote station (remote station), access point (AP), remote terminal (remote terminal), access terminal (access terminal), user terminal (user terminal), user agent (user agent), or user device, etc. For example, it may include a mobile phone (or so-called "cellular" phone), a computer with a mobile terminal device, a portable, pocket-sized, handheld, or computer-built-in mobile device, etc. For example, devices such as personal communication service (PCS) phones, cordless phones, session initiation protocol (SIP) phones, wireless local loop (WLL) stations, and personal digital assistants (PDAs). Also included are constrained devices, such as those with low power consumption, limited storage capacity, or limited computing power.Examples include barcodes, radio frequency identification (RFID), sensors, global positioning systems (GPS), laser scanners, and other information sensing devices.

[0067] By way of example and not limitation, in the embodiments of the present application, the terminal device may be a mobile phone, a tablet computer, an all-in-one computer, a desktop computer, a laptop computer, an ultra-mobile personal computer (UMPC), a netbook, as well as smart home devices such as smart TVs and projectors, wearable devices such as smart bracelets, smart watches, and smart glasses, extended reality (XR) devices such as augmented reality (AR), virtual reality (VR), and mixed reality (MR), or in-vehicle devices.

[0068] FIG1 exemplarily shows a schematic diagram of the architecture of a call system 10 .

[0069] As shown in Figure 1, the call system 10 may include a terminal device 100, a terminal device 200, a network device 300, a network device 400, a terminal device 500 and a terminal device 600, wherein the call system 10 may be a cellular communication system, such as but not limited to a global system for mobile communications (GSM), code division multiple access (CDMA), wideband code division multiple access (WCDMA), time division synchronous code division multiple access (TD-SCDMA), long term evolution (LTE), new radio (NR) or other future network systems.

[0070] The call system 10 can be applied to a call center application scenario, where the terminal device 100 and the terminal device 200 are user devices, and the terminal device 500 and the terminal device 600 are agent devices. The call center application scenario refers to a scenario in which the agent device provides services to the user device (customer) through a video call or a voice call. The network device 400 can be used to determine an idle agent device from at least one agent device to provide services to the user device (customer). The network device 300 can be used to implement communication between the user device and the call center side. The network device 300 is, for example, a core network device or an access network device of an operator, wherein the network device 400 and the agent device can be collectively referred to as the call center side. In one embodiment, in a call center application scenario, the terminal device 100 (or terminal device 200) can communicate with the terminal device 500 (or terminal device 600) through a cellular communication network to implement an operator call (such as a video call or voice call for mobile communications). In the embodiment of the present application, video call refers to VOLTE video call based on cellular communication network in call center application scenario (i.e., video call of mobile communication), and voice call refers to voice call based on cellular communication network in call center application scenario (i.e., voice call of mobile communication).

[0071] In an embodiment of the present application, the network device 300, for example, includes an access network (AN) device, such as a base station (e.g., an access point), which may refer to a device in the access network that communicates with a wireless terminal device over an air interface through one or more cells, or, for example, a network device in a vehicle-to-everything (V2X) technology is a road side unit (RSU). The base station may be used to convert received air frames to and from IP packets, acting as a router between the terminal device and the rest of the access network, where the rest of the access network may include an IP network. The RSU may be a fixed infrastructure entity that supports V2X applications and may exchange messages with other entities that support V2X applications. The network device may also coordinate attribute management of the air interface. For example, the network device may include an evolved base station (NodeB or eNB or e-NodeB, evolutionary Node B) in a long term evolution (LTE) system or long term evolution-advanced (LTE-A), or may also include a next generation node B (gNB) in a fifth generation mobile communication technology (5G) NR system (also referred to as an NR system) or may also include a centralized unit (CU) and a distributed unit (DU) in a cloud radio access network (Cloud RAN) system, but the embodiments of the present application are not limited thereto.

[0072] The network device 300 may further include a core network device, which may include, for example, an access and mobility management function (AMF), a user plane function (UPF), or a session management function (SMF).

[0073] In an embodiment of the present application, network device 400 may include at least one server. In one embodiment, any one of the servers may be a hardware server. In another embodiment, any one of the servers may be a cloud server. In one embodiment, network device 300 may be a Linux server, a Windows server, or other server device capable of providing simultaneous access to multiple devices. In one embodiment, network device 300 may be a server cluster consisting of multiple regions, multiple computer rooms, and multiple servers.

[0074] It can be understood that the number and form of terminal devices and network devices in the call system 10 shown in Figure 1 are only examples. In specific implementations, the number may be more or less. For example, the call system 10 may also include other user devices and agent devices, and this application does not limit this.

[0075] In one embodiment, it is assumed that the terminal device 100 supports the function of video call, for example, the terminal device 100 is registered and stored on the network device 300 (for example, a VOLTE telecommunications network device), the terminal device 200 supports the function of voice call, but does not support the function of video call, and the terminal device 500 and the terminal device 600 are agent devices.

[0076] In a call center application scenario, terminal device 100 can send a request message 1 to network device 300. This request message 1 may include identification information of the call session, such as the number of the agent device. This request message 1 may be used to request the establishment of a video call between terminal device 100 and the agent device. After receiving request message 1, network device 300 may determine, based on the identification information of terminal device 100 (e.g., the phone number), that terminal device 100 supports the video call function and send a request message 2 to network device 400. Based on request message 2, network device 400 may select an idle agent device (assuming it is terminal device 500) from multiple agent devices and establish a video call between terminal device 100 and terminal device 500.

[0077] Next, during the video call between terminal device 100 and terminal device 500, it is necessary to invite a new user device (assuming it is terminal device 200) to join the current call. Terminal device 500 can send a request message 3 to network device 400. The request message 3 may include information of the invited user device, such as the identification code of terminal device 200 (such as telephone number). Network device 300 can determine that terminal device 200 does not support the video call function based on request message 3. Therefore, network device 300 can send a request message 4 to terminal device 200. The request message 4 can be used to request terminal device 200 to join the current video call in the form of a voice call. Terminal device 200 can display an incoming call reminder on the call interface based on the request message 4, and determine to join the current video call in response to the request message 4. The terminal device 200 that joins the call can only establish a voice call with terminal device 100 and terminal device 500, but cannot establish a video call.

[0078] It is understandable that in the call center application scenario shown in Figure 1, when the third-party user device (the above-mentioned terminal device 200) does not support the video call function, for example, it is limited by the manufacturer's equipment standard or the network status of the terminal device 200 does not support the use of the video call function, when the agent device (the above-mentioned terminal device 500) invites the third-party user device to join the established video call through the network device 400 and the network device 300, the network device 300 can only allow the third-party user device to join the current video call in the form of a voice call, and cannot establish a video call between the third-party user device, other user devices (the above-mentioned terminal device 100) and the agent device, thereby affecting the user experience. In addition, because the information of the third-party user device is not registered and stored in the network device 300 (such as the VOLTE telecommunications network device), the third-party user device cannot actively initiate a video call to the agent device through the network device 300 and the network device 400. In one embodiment, the agent device can be in an idle state and a call state, and usually an agent device and a user device establish a call (video call or voice call).

[0079] The present invention provides a call method, which is applied to a call system 10. In the call center application scenario described above, when a third-party user device does not support the video call function, the agent device does not need to invite the third-party user device to join the established video call through the network device 300. Instead, the agent device directly sends a link message to the third-party user device through the network device 400. The third-party user device can then choose whether to join the current video call based on the link message. When the third-party user device determines to join the current video call in response to a user operation, the third-party user device can directly join the current video call through the network device 400 without further communication with the network device 300. This method avoids the process of the network device 300 verifying whether the third-party user device has the video call function. Therefore, a third-party user device that only supports voice calls can also join the video call process. In other words, a third-party user device that does not support the video call function can join the established video call by actively responding to the link message. The agent device can also receive the incoming call request from the third-party user device while processing the current user device, thereby realizing a multi-party video call process, thereby improving the user experience. In addition, this method does not require third-party user devices to be registered and stored in the network device 300 in advance, nor does it require the installation of third-party applications to achieve multi-party video calls. When a third-party user device decides to join the current video call, it can independently establish a media connection without affecting other terminal devices in the current video call.

[0080] FIG2 is a schematic diagram of the architecture of another communication system 10 provided in an embodiment of the present application.

[0081] The call system 10 shown in FIG2 is similar to the call system 10 shown in FIG1 , except that the terminal device 200 in FIG2 does not establish a communication connection with the network device 300, but instead establishes a communication connection with the network device 400 (e.g., the first server therein). The network device 400 in FIG2 may include a first server and a second server. The first server may be used to control and manage call sessions and media services, such as establishing SIP signaling and media connections between user devices and the first server. The second server may be used to manage agent devices and routing services, such as managing agent device status and assigning routes to agent devices.

[0082] In the call center application scenario, the terminal device 100 can be in the process of a video call with the terminal device 500 in the agent device. The process of establishing a video call between the terminal device 100 and the terminal device 500 is similar to the process of establishing a video call between the terminal device 100 and the terminal device 500 in Figure 1. The difference is that after the network device 400 receives the above-mentioned request message 2, the second server selects the terminal device 500 from multiple agent devices, and optionally returns the identifier of the terminal device 500 to the first server. The first server then establishes a video call between the terminal device 100 and the terminal device 500 based on the identifier of the terminal device 500 and the identifier of the terminal device 100. It will not be described in detail here. Next, terminal device 500 can be set to allow receiving call requests from third-party user devices. This third-party user device may only support voice call functions. Terminal device 500 can send a link message to the third-party user device (terminal device 200) through the first server. The method of sending this link message is, for example, but not limited to, through SMS or social media channels (such as chat applications, email applications, etc.). This link message may include token 1 (Token 1), which can be used to prompt terminal device 200 to join the current video call. Terminal device 200 can respond to this link message and send a request message 5 to the first server. This request message 5 is used to request to join the current video call. Request message 5 may include Token 1. After receiving request message 5, the first server can determine whether to allow terminal device 200 to join the current video call based on Token 1 and obtain the identification of terminal device 500 based on Token 1. If it is determined that terminal device 200 can join the current video call, the first server can create a new call session. The participating devices in this call session may include terminal device 200 and terminal device 500. The first server can send an application message 1 to the second server, and the application message 1 may include the identification of the terminal device 500. The second server can determine whether the terminal device 500 meets the first preset condition (for example, whether the terminal device 500 is in a call state and whether the terminal device 200 is allowed to join the current call) based on the application message 1. When it is determined that the terminal device 500 meets the first preset condition (for example, the terminal device 500 is in a call state and the terminal device 200 is allowed to join), the second server can send a called message to the terminal device 200 through the first server. The called message may include token 2 (Token2), the identification of the terminal device 500, etc.After receiving the called message, terminal device 200 may send an Invite message 1 to the first server. This Invite message 1 may include Token 2, the identifier of terminal device 500, and the like, requesting the establishment of a SIP signaling and media connection between terminal device 200 and the first server. Based on Invite message 1, the first server may send a Request message 2 to the second server. This Request message 2 may include Token 2 and the identifier of terminal device 500. The second server may determine whether Request message 2 currently meets a second preset condition (e.g., whether Token 2 is correct and valid, and whether terminal device 500 meets the first preset condition). If it is determined that Request message 2 meets the second preset condition (e.g., whether Token 2 is correct and valid, and whether terminal device 500 meets the first preset condition), the second server may optionally return the identifier of terminal device 500 to the first server. The first server may terminate the current video call between terminal devices 100 and 500, create a new video call venue, and request terminal devices 200, 100, and 500 to join the video call venue, thereby enabling a video call between multiple devices within the venue.

[0083] Please refer to Figure 3, which is a flowchart of a call method provided by an embodiment of the present application. The method can be applied to the architecture of the call system 10 shown in Figure 2. The method may include but is not limited to the following steps:

[0084] S101: The terminal device 100 sends a request message 1 to the network device 300.

[0085] In one embodiment, the terminal device 100 may be a user device, and the terminal device 100 may support a video call function, for example, the terminal device 100 is registered and stored on the network device 300, and the network device 300 is, for example, a VOLTE telecommunications network device.

[0086] In one embodiment, the request message 1 may be used to request establishment of a video call between the terminal device 100 and an agent device. The request message 1 may include identification information of the call session, such as the number of the agent device.

[0087] S102: The network device 300 sends a request message 2 to the first server.

[0088] In one embodiment, the first server may be used to control and manage call sessions and media services, such as establishing a SIP signaling and media connection between the user equipment and the first server.

[0089] In one embodiment, after receiving request message 1, network device 300 may determine that terminal device 100 supports the video call function and send request message 2 to the first server. The description of request message 2 can refer to the description of request message 1 in S101 of Figure 3 and will not be repeated here.

[0090] S103: The network device 300 sends a request message 2 to the second server.

[0091] In one embodiment, the second server may be used to manage agent devices and routing services, such as managing the status of agent devices and routing allocation of agent devices.

[0092] In one implementation, after receiving the request message 1, the network device 300 may determine that the terminal device 100 supports the video call function, and send a request message 2 to the second server.

[0093] The order of S102 and S103 is not limited.

[0094] S104: The second server determines the terminal device 500 according to the status of the plurality of agent devices.

[0095] In one embodiment, the status of the agent device may include an idle state and a call state. In some examples, after receiving the request message 2, the second server may obtain the status of multiple current agent devices, and select an agent device in an idle state (assuming it is the terminal device 500), and use the terminal device 500 as the agent device for this call session.

[0096] S105: The second server sends message 1 to the first server.

[0097] In one embodiment, S105 is an optional step.

[0098] In one implementation, message 1 may indicate that the terminal device 500 is an agent device for this call session.

[0099] S106: The first server establishes a venue for the first video call.

[0100] In one embodiment, S106 is an optional step.

[0101] In one embodiment, the participating devices in the first video call venue may include terminal device 100 and terminal device 500. The venue of the first video call can be used to request corresponding devices to join the venue to enable a video call between multiple devices in the venue. In some examples, after the first server determines that the agent device of the current call session is terminal device 500 and the user device is terminal device 100, it can establish the venue of the first video call.

[0102] S107: The first server sends a request message 6 to the terminal device 100.

[0103] In one implementation, the request message 6 may be used to request the terminal device 100 to join the first video call.

[0104] S108: The terminal device 100 sends a response message 1 to the first server.

[0105] In one implementation, the response message 1 may indicate that the terminal device 100 confirms joining the first video call.

[0106] S109: The first server sends a response message 2 to the terminal device 100.

[0107] In one implementation, the response message 2 may indicate that the terminal device 100 has joined the first video call.

[0108] S110 : The first server sends a request message 7 to the terminal device 500 .

[0109] In one implementation, the request message 7 may be used to request the terminal device 500 to join the first video call.

[0110] S111: The terminal device 500 sends a response message 3 to the first server.

[0111] In one implementation, the response message 3 may indicate that the terminal device 500 confirms joining the first video call.

[0112] S112: The first server sends a response message 4 to the terminal device 500.

[0113] In one implementation, the response message 4 may indicate that the terminal device 500 has joined the first video call.

[0114] In one implementation, after S112 , the terminal device 100 and the terminal device 500 may conduct a first video call.

[0115] The order of S107 - S109 and the order of S110 - S112 are not limited.

[0116] S113: The terminal device 500 sends a request message 8 to the second server.

[0117] In one embodiment, during a first video call between terminal device 100 and terminal device 500, when terminal device 500 receives an identifier (e.g., a phone number) of a third-party user device input or selected by a user, it may be determined that the third-party user device needs to be invited to join the current first video call. At this time, terminal device 500 may, in response to the user operation, set the access identifier of the third-party user device to allow. This access identifier of allowance may indicate that terminal device 500 allows receiving call requests from the third-party user device, and the third-party user device may only support voice call functions. Figure 3 illustrates this by taking the example of the third-party user device being terminal device 200 and the access identifier indicating that receiving call requests from terminal device 200 is allowed.

[0118] In one embodiment, after the terminal device 500 sets the access identifier, it can send a request message 8 to the second server. The request message 8 can include the access identifier of the third-party user equipment. The access identifier is used to execute the following S118 and S120, for example.

[0119] S114: The terminal device 500 sends a request message 8 to the first server.

[0120] The order of S113 and S114 is not limited.

[0121] S115: The first server generates link information according to the request message 8.

[0122] In one embodiment, after receiving request message 8, the first server may generate Token1 and a validity period of Token1, and associate Token1 with the identifier of the current agent device (terminal device 500), the access identifier, and call information. The identifier of the agent device may be, for example, an agent number, and the call information may identify a call session between the terminal device 500 and a third-party user device, which may be used for the third-party user device to send a call request to the terminal device 500. In some examples, the linking information may include Token1.

[0123] S116: The first server sends link information to the terminal device 200.

[0124] In one embodiment, the link information can be used to prompt the terminal device 200 to join the current first video call. The first server can send the link information to the terminal device 200 via text message or social media channel (such as chat application, email application, etc.).

[0125] S117: The terminal device 200 sends a request message 5 to the first server.

[0126] In one embodiment, after receiving the link information, the terminal device 200 may display the link information, for example, on a text message interface or a third-party application interface. Subsequently, the terminal device 200 may receive a user operation (for example, a touch operation) in response to the link information, and in response to the user operation, determine to join the current first video call and send a request message 5 to the first server. In some examples, the request message 5 may be used to request to join the current first video call, and the request message 5 may include Token 1.

[0127] S118: The first server determines whether to allow the terminal device 200 to join the first video call according to the request message 5.

[0128] In one embodiment, after receiving the request message 5, the first server can determine whether to allow the terminal device 200 to join the current first video call based on the Token1 in the request message 5. In some examples, the first server can determine whether the Token1 is correct and within the valid time period, and obtain the identifier and access identifier of the terminal device 500 associated with it based on the Token1.

[0129] In one embodiment, when Token1 is correct and within the valid time period, and the access identifier indicates that the call request of the terminal device 200 is allowed to be received, it is determined that the terminal device 200 can join the current first video call. The first server can set the Token1 to invalid and create a new call session and an identifier of the call session (for example, CallId). The participating devices of the call session may include the terminal device 200 and the terminal device 500.

[0130] S119: The first server sends an application message 1 to the second server.

[0131] In one implementation, the application message 1 may include an identifier of the terminal device 500 , and the application message 1 may be used to perform routing addressing for the terminal device 500 .

[0132] S120: The second server determines whether the terminal device 500 meets the first preset condition according to the application message 1.

[0133] In one embodiment, the first preset condition may include whether the terminal device 500 is in a call state and whether the terminal device 500 allows the terminal device 200 to join the current first video call.

[0134] In one embodiment, the second server can parse the application message 1 and detect the current status and access identification of the terminal device 500 based on the identification of the terminal device 500. When the terminal device 500 meets the first preset condition, that is, the terminal device 500 is in a call state and the terminal device 500 in a call state allows receiving a call request from the terminal device 200, the second server can generate Token2 and the valid time period of Token2.

[0135] S121: The second server sends message 2 to the first server.

[0136] In one implementation, the message 2 may include Token2 and an identifier of the terminal device 500 .

[0137] S122: The first server sends message 2 to the terminal device 200.

[0138] S123: The terminal device 200 sends a request message 9 to the first server.

[0139] In one implementation, the request message 9 may include Token2 and an identifier of the terminal device 500 , and the request message 9 may be used to request establishment of a SIP signaling and media connection between the terminal device 200 and the first server.

[0140] S124: The terminal device 200 sends a request message 10 to the first server.

[0141] In one embodiment, the request message 10 may indicate that the terminal device 200 (calling party) requests to establish a media connection with the terminal device 500 (called party) and waits for a response from the terminal device 500, such as the terminal device 200 ringing.

[0142] In one implementation, the request message 10 and the request message 9 in S123 may be one request message.

[0143] S125: The first server sends a response message 5 to the terminal device 200.

[0144] In one embodiment, after receiving the request message 9 , the first server may return a response message 5 to the terminal device 200 , and the response message 5 may indicate that the terminal device 500 has responded.

[0145] S126: The first server sends a request message 2 to the second server.

[0146] In one implementation, the application message 2 may include Token2 and an identifier of the terminal device 500 , and the application message 2 may be used to perform routing addressing on the terminal device 500 .

[0147] S127: The second server determines whether the second preset condition is currently met according to the application message 2.

[0148] In one embodiment, the second preset condition may include whether Token2 is correct and within the valid time period, and whether the terminal device 500 meets the first preset condition. The description of the first preset condition can be found in the specific description in S120 of Figure 3 and will not be repeated here.

[0149] In one embodiment, the second server can parse the application message 2, detect the current status and access identification of the terminal device 500 based on the identification of the terminal device 500, and determine whether the Token2 in the application message 2 is correct and within the valid time period. When the second preset condition is met, that is, Token2 is correct and valid, and the terminal device 500 meets the first preset condition, the second server can set the Token2 to invalid, and optionally execute S128.

[0150] S128: The second server sends message 3 to the first server.

[0151] In one embodiment, S128 is an optional step.

[0152] In one implementation, the message 3 may include an identifier of the terminal device 500 .

[0153] S129: The first server establishes a venue for the second video call.

[0154] In one embodiment, the participating devices at the conference site of the second video call may include terminal device 100, terminal device 200, and terminal device 500. The description of the conference site of the second video call is similar to the description of the conference site of the first video call in S106 of Figure 3, and reference may be made to the description of the conference site of the first video call, which will not be repeated here.

[0155] S130: The first server sends a request message 11 to the terminal device 100.

[0156] In one implementation, the request message 11 may be used to request the terminal device 100 to join the second video call.

[0157] S131: The terminal device 100 sends a response message 6 to the first server.

[0158] In one implementation, the response message 6 may indicate that the terminal device 100 confirms joining the second video call.

[0159] S132: The first server sends a response message 7 to the terminal device 100.

[0160] In one implementation, the response message 7 may indicate that the terminal device 100 has joined the second video call.

[0161] S133: The first server sends a request message 12 to the terminal device 200.

[0162] In one implementation, the request message 12 may be used to request the terminal device 200 to join the second video call.

[0163] S134: The terminal device 200 sends a response message 8 to the first server.

[0164] In one implementation, the response message 8 may indicate that the terminal device 200 confirms joining the second video call.

[0165] S135: The first server sends a response message 9 to the terminal device 200.

[0166] In one implementation, the response message 9 may indicate that the terminal device 200 has joined the second video call.

[0167] The order of S130 - S132 and S133 - S135 is not limited.

[0168] S136: The first server sends a request message 13 to the terminal device 500.

[0169] In one implementation, the request message 13 may be used to request the terminal device 500 to join the second video call.

[0170] S137: The terminal device 500 sends a response message 10 to the first server.

[0171] In one implementation, the response message 10 may indicate that the terminal device 500 confirms joining the second video call.

[0172] S138: The first server sends a response message 11 to the terminal device 500.

[0173] In one implementation, the response message 11 may indicate that the terminal device 500 has joined the second video call.

[0174] In one embodiment, after S138 , the terminal device 100 , the terminal device 200 , and the terminal device 500 may conduct a multi-party video call.

[0175] The order of S133-S135 and S136-S138 is not limited.

[0176] In one embodiment, after S128 and before S129, the first server may disconnect the first video call between the terminal device 100 and the terminal device 500. For example, the first server may send a request message 14 to the terminal device 100 and the terminal device 500, respectively. The request message 14 is used to request the terminal device 100 / terminal device 500 to disconnect the first video call. After the terminal device 100 and the terminal device 500 respectively receive the request message, they may respectively return a response message 12 to the first server. The response message 12 indicates that the terminal device 100 / terminal device 500 confirms the disconnection of the first video call. Then, the first server may send a response message 13 to the terminal device 100 and the terminal device 500, respectively. The response message 13 indicates that the terminal device 100 / terminal device 500 has disconnected the first video call.

[0177] In one embodiment, after S138, the terminal device 500 can also invite the fourth-party user device to join the current second video call. The specific process is similar to S113-S138. The difference is that the called party is not a third-party user device (terminal device 200), but a fourth-party user device (assuming it is terminal device 700). At this time, there is no need to establish a new video call venue. The fourth-party user device can be directly requested to join the venue of the second video call to realize the video call between terminal device 100, terminal device 200, terminal device 700 and terminal device 500.

[0178] Not limited to the above example of inviting a third-party user device (terminal device 200) and then inviting a fourth-party user device (terminal device 700) to join the current second video call, in another embodiment, after S112, the terminal device 500 can simultaneously invite the terminal device 200 and the terminal device 700 to join the current first video call process. The specific process is similar to S113-S138, with the difference that it also includes the process of interaction between the terminal device 500 and the terminal device 700. The process of interaction between the terminal device 500 and the terminal device 700 is similar to the process of interaction between the terminal device 500 and the terminal device 200, and will not be repeated here.

[0179] In the method shown in FIG3 , in a call center application scenario, when a third-party user device does not support the video call function, the agent device does not need to invite the third-party user device to join the established video call through network device 300. Instead, the agent device directly sends a link message to the third-party user device through network device 400. The third-party user device can then choose whether to join the current video call based on the link message. When the third-party user device confirms to join the current video call in response to the user's operation, the third-party user device can directly join the current video call through network device 400 without further communication with network device 300. This approach avoids the process of network device 300 verifying whether the third-party user device has the video call function, so third-party user devices that only support voice calls can also join the video call. In other words, third-party user devices that do not support video calls can join the established video call by actively responding to the link message. Moreover, the agent device can receive incoming call requests from third-party user devices while processing the current user device, thereby enabling a multi-party video call process and improving the user experience. In addition, this method does not require third-party user devices to be registered and stored in the network device 300 in advance, nor does it require the installation of third-party applications to achieve multi-party video calls. When a third-party user device decides to join the current video call, it can independently establish a media connection without affecting other devices in the current video call.

[0180] Not limited to the embodiment shown in FIG3 , in another embodiment, the process of terminal device 100 proactively establishing a first video call with terminal device 500 in S101-S106 can be replaced by: terminal device 500 proactively establishing a first video call with terminal device 100. See FIG4 , which is a flowchart of another call method provided in an embodiment of the present application. This method can be applied to the architecture of call system 10 shown in FIG2 . This method may include, but is not limited to, the following steps:

[0181] S201: The terminal device 500 sends a request message 14 to the second server.

[0182] In one embodiment, the terminal device 500 may be an idle agent device among multiple agent devices. For the description of the second server, please refer to the description of the second server in S103 of FIG. 3 , which will not be repeated here.

[0183] In one embodiment, the request message 14 may be used to request the establishment of a video call between the terminal device 500 and the terminal device 100. The request message 14 may include identification information of the call session, such as the number of the terminal device 100. In some examples, the terminal device 100 may support the video call function, for example, the terminal device 100 is registered and stored on the network device 300, and the network device 300 is, for example, a VOLTE telecommunications network device.

[0184] S202: The terminal device 500 sends a request message 14 to the first server.

[0185] In one implementation, the description of the first server can refer to the description of the first server in S102 of FIG. 3 , and will not be repeated here.

[0186] The order of S201 and S202 is not limited.

[0187] S203 : The first server sends a request message 15 to the network device 300 .

[0188] In one embodiment, the description of the request message 15 can refer to the description of the request message 14 in S201 of FIG. 4 , and will not be repeated here.

[0189] S204 : The network device 300 sends a request message 16 to the terminal device 100 .

[0190] In one embodiment, after receiving the request message 15 , the network device 300 may determine that the terminal device 100 supports the video call function, perform routing addressing on the terminal device 100 , and send a request message 16 to the terminal device 100 .

[0191] In one embodiment, the request message 16 may be used to request the terminal device 100 to establish a call with the terminal device 500 in the form of a video call.

[0192] S205: The terminal device 100 sends a response message 14 to the first server.

[0193] In one embodiment, the terminal device 100 can display an incoming call reminder on the call interface based on the received request message 16. Then, the terminal device 100 can receive a user operation for the request message 16 (for example, the user operation is a touch operation), and in response to the user operation, determine to establish a video call with the terminal device 500, and send a response message 14 to the first server.

[0194] In one implementation, the response message 14 may instruct the terminal device 100 to confirm establishing a video call with the terminal device 500 .

[0195] S206: The first server establishes a venue for the first video call.

[0196] In one embodiment, S206 is an optional step.

[0197] In one embodiment, the description of S206 can refer to the description of S106 in FIG3 , and will not be repeated here.

[0198] After the implementation shown in FIG. 4 , that is, after S206 , S107 - S138 of FIG. 3 may also be included.

[0199] In the method shown in FIG4 , the agent device can proactively call the user device and establish a video call with the user device. The agent device can then invite a third-party user device to join the current video call. This approach expands the scope of applicable call center application scenarios.

[0200] Please refer to Figure 5, which is a flowchart of another call method provided by an embodiment of the present application. This method can be applied to the architecture of the call system 10 shown in Figure 2. The method may include but is not limited to the following steps:

[0201] S301: During a first video call, a first network device receives a first request message sent by an agent device.

[0202] In one embodiment, the first video call is a video call between the first device and the agent device established through the first network device and the second network device. The first network device can be network device 400, the second network device can be network device 300, the first device can be terminal device 100, and the agent device can be terminal device 500. The process of establishing the first video call can be seen in S101-S112 of Figure 3 and will not be repeated here.

[0203] In one embodiment, the first device may support a video call function of mobile communication, the second device may not support the video call function of mobile communication, and the second network device may be a mobile communication network device, such as a VOLTE telecommunications network device.

[0204] In one embodiment, the first request message is sent when the agent device obtains the identifier of the first device and the destination identifier associated with the agent device. The destination identifier is set by the agent device according to the user operation. The description of the destination identifier can be found in the description of the access identifier in S113 of Figure 3, and will not be repeated here.

[0205] In one embodiment, the description of S301 can refer to the description of S113 in FIG3 , and will not be repeated here.

[0206] S302: The first network device sends a link message to the second device according to the first request message.

[0207] In one embodiment, the link message may be used to request the second device to join the video call between the first device and the agent device. For an explanation of the link message, please refer to the explanation of the link information in S115 and S116 of FIG. 3 , which will not be repeated here.

[0208] In one embodiment, after S302, the first network device can receive a second request message sent by the second device, and establish a second video call based on the second request message. The second video call can be used for a video call between the first device, the seat device and the second device. The description of the second request message can be found in the description of request message 5 in S117 of Figure 3, and will not be repeated here.

[0209] In one embodiment, the first network device can determine whether the second device can join the video call between the first device and the agent device based on the second request message. When it is determined that the second device can join the video call between the first device and the agent device, the first network device can send a first message to the second device. The first message may include first verification information and an identifier of the agent device. For specific instructions, please refer to the instructions of S118-S122 in Figure 3. For the instructions of the first message, please refer to the instructions of message 2 in S121 in Figure 3, which will not be repeated here.

[0210] In one embodiment, the second request message is sent by the second device based on the link message. The second request message may include second verification information and an identifier of the agent device. The second verification information is generated by the first network device based on the first request message. The second verification information is associated with the identifier of the agent device. For specific instructions, please refer to the instructions in S117 of Figure 3 and will not be repeated here.

[0211] In one embodiment, the first network device can verify whether the identity of the second device is valid based on the second verification information in the second request message, and determine whether the agent device meets the first preset condition based on the identifier of the agent device in the second request message. When the identity of the second device is valid and the agent device meets the first preset condition, the first network device can determine that the second device can join the video call between the first device and the agent device. For specific instructions, please refer to the instructions of S118 and S120 in Figure 3, which will not be repeated here.

[0212] In one embodiment, the validity of the identity of the second device includes that the second verification information is correct and within a first time period, the first time period is the time period when the second verification information is valid, and the agent device meets the first preset condition, including that the agent device is in a call state and the purpose identifier associated with the agent device indicates that the second device is allowed to join the video call between the first device and the agent device.

[0213] In one embodiment, after the first network device sends the first message to the second device, the first network device can receive a third request message sent by the second device. The third request message is used to request to establish a media connection between the second device and the agent device. The third request message includes the first verification information and the identification of the agent device. The first network device can determine whether the second preset condition is currently met based on the third request message. When the second preset condition is met, the first network device can establish a second video call. For specific instructions, please refer to the instructions of S123-S138 in Figure 3. For the instructions of the third request message, please refer to the instructions of request message 9 in S123 of Figure 3, and no further details will be given.

[0214] In one embodiment, satisfying the second preset condition includes that the first verification information is correct and within a second time period, and the agent device satisfies the first preset condition, and the second time period is a time period during which the first verification information is valid.

[0215] In one embodiment, the first network device may establish a conference room for the second video call and send a fourth request message to the first device, a fifth request message to the second device, and a sixth request message to the agent device. Subsequently, the first network device may receive a first response message sent by the first device based on the fourth request message, a second response message sent by the second device based on the fifth request message, and a third response message sent by the agent device based on the sixth request message. The first response message instructs the first device to join the conference room for the second video call, the second response message instructs the second device to join the conference room for the second video call, and the third response message instructs the agent device to join the conference room for the second video call. For details, please refer to S129-S138 of FIG. 3 , which will not be repeated here.

[0216] In the method shown in FIG5 , in a call center application scenario, when a third-party user device (the aforementioned second device) does not support the video call function, the agent device does not need to invite the third-party user device to join the established video call through the second network device. Instead, it directly sends a link message to the third-party user device through the first network device. The third-party user device can choose whether to join the current video call based on the link message. When the third-party user device determines to join the current video call in response to the user operation, the third-party user device can directly join the current video call through the first network device without further communication with the second network device. This method avoids the process of the second network device verifying whether the third-party user device has the video call function, so a third-party user device that only supports voice calls can also join the video call process. In other words, a third-party user device that does not support the video call function can join the established video call by actively responding to the link message, and the agent device can receive the incoming call request of the third-party user device while processing the current user device, thereby realizing a multi-party video call process, thereby improving the user experience. In addition, this method does not require third-party user devices to be registered and stored in the second network device in advance, nor does it require the installation of third-party applications to achieve multi-party video calls. When a third-party user device decides to join the current video call, it can independently establish a media connection without affecting other devices in the current video call.

[0217] The above describes in detail the method of the embodiment of the present application, and the following provides an apparatus of the embodiment of the present application.

[0218] Please refer to FIG6 , which is a schematic diagram of the structure of a communication device 600 provided in an embodiment of the present application. The communication device 600 may include a processing unit 601 and a transceiver unit 602 . The details of each unit are as follows:

[0219] The processing unit 601 is used to perform data processing. The transceiver unit 602 can implement corresponding communication functions. The transceiver unit 602 can also be called a communication interface or a communication module.

[0220] Optionally, the communication device 600 may further include a storage unit, which may be used to store instructions and / or data. The processing unit 601 may read the instructions and / or data in the storage module to implement the aforementioned method embodiment.

[0221] The communication device 600 can be used to perform the actions performed by the first network device in the above method embodiment. The communication device 600 can be a network device or a component configurable on a network device. The processing unit 601 is used to perform the processing-related operations on the first network device side in the above method embodiment. The transceiver unit 602 is used to perform the communication-related operations on the first network device side in the above method embodiment.

[0222] Optionally, the transceiver unit 602 may include a sending unit and a receiving unit. The sending unit is configured to perform the sending operation in the above method embodiment. The receiving unit is configured to perform the receiving operation in the above method embodiment.

[0223] It should be noted that the communication device 600 may include a sending unit but not a receiving unit. Alternatively, the communication device 600 may include a receiving unit but not a sending unit. The specific implementation depends on whether the above solution executed by the communication device 600 includes a sending action and a receiving action.

[0224] Optionally, the communication device 600 is used to perform the actions performed by the first network device in the embodiment shown in FIG5 . For details, please refer to the relevant introduction of the embodiment shown in FIG5 , which will not be expanded in detail here. For example, the communication device 600 is used to perform the following scheme:

[0225] A receiving unit, configured to receive a first request message sent by an agent device during a first video call, wherein the first video call is a video call between the first device and the agent device established through the first network device and the second network device;

[0226] The sending unit is configured to send a link message to the second device according to the first request message, where the link message is used to request the second device to join the video call between the first device and the agent device.

[0227] In a possible implementation, the receiving unit is configured to receive a second request message sent by the second device;

[0228] The processing unit 601 is configured to establish a second video call according to the second request message, where the second video call is used for a video call between the first device, the agent device, and the second device.

[0229] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0230] In a possible implementation, the processing unit 601 is configured to determine, based on the second request message, whether the second device can join the video call between the first device and the agent device;

[0231] The sending unit is configured to send a first message to the second device when it is determined that the second device can join the video call between the first device and the agent device, where the first message includes first verification information and an identifier of the agent device.

[0232] In a possible implementation, the second request message is sent by the second device based on the link message, the second request message includes second verification information and an identifier of the agent device, the second verification information is generated by the first network device according to the first request message, and the second verification information is associated with the identifier of the agent device.

[0233] The processing unit 601 is configured to verify whether the identity of the second device is valid based on the second verification information in the second request message, and determine whether the agent device meets a first preset condition based on the identifier of the agent device in the second request message; when the identity of the second device is valid and the agent device meets the first preset condition, determine whether the second device can join the video call between the first device and the agent device.

[0234] In one possible implementation, the identity of the second device is valid, including: the second verification information is correct and within a first time period, the first time period being a time period during which the second verification information is valid;

[0235] The agent device meets the first preset condition, including: the agent device is in a call state and the purpose identifier associated with the agent device indicates that the second device is allowed to join the video call between the first device and the agent device, the purpose identifier is associated with the second verification information, and the purpose identifier is included in the first request message.

[0236] In a possible implementation, the receiving unit is configured to receive a third request message sent by the second device, where the third request message is used to request establishment of a media connection between the second device and the agent device, and the third request message includes the first verification information and an identifier of the agent device;

[0237] The processing unit 601 is configured to determine whether a second preset condition is currently met according to the third request message; and establish the second video call when the second preset condition is met.

[0238] In a possible implementation, satisfying the second preset condition includes: the first verification information is correct and within a second time period, and the agent device satisfies the first preset condition, and the second time period is a time period during which the first verification information is valid.

[0239] In a possible implementation, the processing unit 601 is configured to establish a venue for the second video call;

[0240] The sending unit is configured to send a fourth request message to the first device, a fifth request message to the second device, and a sixth request message to the agent device;

[0241] The receiving unit is used to receive a first response message sent by the first device based on the fourth request message, receive a second response message sent by the second device based on the fifth request message, and receive a third response message sent by the agent device based on the sixth request message, the first response message instructing the first device to join the venue of the second video call, the second response message instructs the second device to join the venue of the second video call, and the third response message instructs the agent device to join the venue of the second video call.

[0242] In a possible implementation, the first request message is sent by the agent device when the agent device obtains the identifier of the first device and a destination identifier associated with the agent device, where the destination identifier is set by the agent device according to a user operation.

[0243] It should be noted that the implementation and beneficial effects of each module may also correspond to the corresponding description of the method embodiment shown in FIG5 .

[0244] Optionally, the communication device 600 is used to perform the actions performed by the second device in the embodiment shown in FIG5 . For details, please refer to the relevant introduction of the embodiment shown in FIG5 , which will not be expanded in detail here. For example, the communication device 600 is used to perform the following scheme:

[0245] A receiving unit is used to receive a link message sent by a first network device, where the link message is used to request a second device to join a video call between the first device and the agent device. The link message is sent by the first network device based on a first request message. The first request message is sent by the agent device to the first network device during the first video call. The first video call is a video call between the first device and the agent device established through the first network device and the second network device.

[0246] In one possible implementation, the sending unit is used to send a second request message to the first network device according to the link message, where the second request message is used to establish a second video call with the first network device, and the second video call is used for a video call between the first device, the seat device, and the second device.

[0247] In a possible implementation, the first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a mobile communication network device.

[0248] In a possible implementation, the processing unit 601 is configured to display the link message in a first interface, where the first interface includes a first control;

[0249] The receiving unit is configured to receive a first operation performed on the first control in the first interface;

[0250] The sending unit is configured to send the second request message to the first network device in response to the first operation.

[0251] In one possible implementation, the receiving unit is used to receive a first message sent by the first network device, where the first message includes first verification information and an identifier of the agent device, and the second verification information is sent when the first network device determines that the second device can join the video call between the first device and the agent device.

[0252] In one possible implementation, the sending unit is used to send a third request message to the first network device based on the first message, where the third request message is used by the first network device to establish the second video call, and the third request message includes the first verification information and the identifier of the agent device.

[0253] In a possible implementation, the receiving unit is configured to receive a fourth request message sent by the first network device, where the fourth request message is sent by the first network device when establishing a venue for the second video call;

[0254] The sending unit is configured to send a first response message to the first network device based on the fourth request message, where the first response message instructs the second device to join the venue of the second video call.

[0255] It should be noted that the implementation and beneficial effects of each module may also correspond to the corresponding description of the method embodiment shown in FIG5 .

[0256] It should be understood that the specific process of each module executing the above corresponding process has been described in detail in the above method embodiment, and for the sake of brevity, it will not be repeated here.

[0257] The processing unit 601 in the above embodiment can be implemented by at least one processor or processor-related circuits. The transceiver unit 602 can be implemented by a transceiver or transceiver-related circuits. The transceiver unit 602 can also be referred to as a communication module or communication interface. The storage module can be implemented by at least one memory.

[0258] Please refer to Figure 7, which is a structural diagram of a communication device 700 provided in an embodiment of the present application. The communication device 700 includes at least one processor 701 and a communication interface 703, and optionally also includes a memory 702. The processor 701, memory 702 and communication interface 703 are interconnected via a bus 704.

[0259] Memory 702 includes, but is not limited to, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), or compact disc read-only memory (CD-ROM). Memory 702 is used for storing computer programs and data. Communication interface 703 is used to receive and send data.

[0260] The processor 701 may be one or more central processing units (CPUs). In the case where the processor 701 is a CPU, the CPU may be a single-core CPU or a multi-core CPU.

[0261] The processor 701 in the communication device 700 is used to read the computer program or instructions stored in the memory 702 to implement the functions of the above-mentioned processing unit, and the communication interface 703 in the communication device 700 is used to implement the functions of the above-mentioned transceiver unit.

[0262] An embodiment of the present application also provides a chip device, which includes at least one processor, and the at least one processor is used to call a computer program or instruction stored in a memory so that the processor executes the method provided in the embodiment shown in Figure 5 above.

[0263] In a possible implementation, the input of the chip device corresponds to the receiving operation in any one of the embodiments shown in FIG. 5 , and the output of the chip device corresponds to the sending operation in any one of the embodiments shown in FIG. 5 .

[0264] Optionally, the processor is coupled to the memory via an interface.

[0265] Optionally, the chip device further includes a memory, in which computer program instructions are stored.

[0266] An embodiment of the present application further provides a computer-readable storage medium, wherein the computer-readable storage medium stores a computer program or instruction. When the computer program or instruction runs on a processor, the method executed by the first network device or the second device in the above method embodiment is implemented.

[0267] An embodiment of the present application further provides a computer program product, which includes a computer program or instructions. When the computer program or instructions are executed on a processor, the method performed by the first network device or the second device in the above method embodiment is implemented.

[0268] The present application also provides a communication system including the first network device described in the above embodiment and the second device described in the above embodiment. The first network device is configured to perform some or all of the operations performed by the first network device in the above method embodiment, and the second device is configured to perform some or all of the operations performed by the second device in the above method embodiment.

[0269] It is understood that the processor in the embodiments of the present application may be a central processing unit (CPU), or may be other general-purpose processors, digital signal processors (DSP), application-specific integrated circuits (ASIC), field programmable gate arrays (FPGA), or other programmable logic devices, transistor logic devices, hardware components, or any combination thereof. The general-purpose processor may be a microprocessor or any conventional processor.

[0270] The method steps in the embodiments of the present application can be implemented by hardware or by a processor executing software instructions. The software instructions can be composed of corresponding software modules, and the software modules can be stored in a random access memory, a flash memory, a read-only memory, a programmable read-only memory, an erasable programmable read-only memory, an electrically erasable programmable read-only memory, a register, a hard disk, a mobile hard disk, a CD-ROM or any other form of storage medium well known in the art. An exemplary storage medium is coupled to the processor so that the processor can read information from the storage medium and write information to the storage medium. Of course, the storage medium can also be an integral part of the processor. The processor and the storage medium can be located in an ASIC. In addition, the ASIC can be located in a base station or a terminal. Of course, the processor and the storage medium can also exist in a base station or a terminal as discrete components.

[0271] In the above embodiments, all or part of the embodiments may be implemented using software, hardware, firmware, or any combination thereof. When implemented using software, all or part of the embodiments may be implemented in the form of a computer program product. The computer program product includes one or more computer programs or instructions. When the computer program or instructions are loaded and executed on a computer, the processes or functions described in the embodiments of the present application are performed in whole or in part. The computer may be a general-purpose computer, a special-purpose computer, a computer network, a network device, a user device, or other programmable device. The computer program or instructions may be stored in a computer-readable storage medium or transferred from one computer-readable storage medium to another. For example, the computer program or instructions may be transferred from one website, computer, server, or data center to another website, computer, server, or data center via wired or wireless means. The computer-readable storage medium may be any available medium that can be accessed by a computer or a data storage device such as a server or data center that integrates one or more available media. The available medium may be a magnetic medium, such as a floppy disk, hard disk, or magnetic tape; an optical medium, such as a digital video disk; or a semiconductor medium, such as a solid-state drive. The computer-readable storage medium may be a volatile or nonvolatile storage medium, or may include both volatile and nonvolatile types of storage media.

[0272] In the various embodiments of the present application, unless otherwise specified or there is any logical conflict, the terms and / or descriptions between different embodiments are consistent and can be referenced by each other. The technical features in different embodiments can be combined to form new embodiments according to their inherent logical relationships.

Claims

1. A method for making a call, characterized in that: Applied to a first network device, the method comprises: During a first video call, receiving a first request message sent by an agent device, wherein the first video call is a video call between the first device and the agent device established through the first network device and the second network device; According to the first request message, a link message is sent to the second device, where the link message is used to request the second device to join the video call between the first device and the agent device.

2. The method according to claim 1, characterized in that After sending the link message to the second device, the method further includes: receiving a second request message sent by the second device; A second video call is established according to the second request message, where the second video call is used for a video call between the first device, the seat device and the second device.

3. The method according to claim 1 or 2, characterized in that The first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a network device of mobile communication.

4. The method according to claim 2 or 3, characterized in that The method further comprises: Determining, according to the second request message, whether the second device can join the video call between the first device and the agent device; When it is determined that the second device can join the video call between the first device and the agent device, a first message is sent to the second device, where the first message includes first verification information and an identifier of the agent device.

5. The method according to claim 4, characterized in that The second request message is sent by the second device based on the link message, the second request message includes second verification information and an identifier of the agent device, the second verification information is generated by the first network device according to the first request message, and the second verification information is associated with the identifier of the agent device. The determining, according to the second request message, whether the second device can join the video call between the first device and the agent device includes: verifying whether the identity of the second device is valid according to the second verification information in the second request message, and judging whether the agent device meets the first preset condition according to the identifier of the agent device in the second request message; The method further comprises: When the identity of the second device is valid and the agent device meets the first preset condition, it is determined that the second device can join the video call between the first device and the agent device.

6. The method according to claim 5, characterized in that The identity of the second device is valid, including: The second verification information is correct and within a first time period, and the first time period is a time period during which the second verification information is valid; The agent device meets the first preset condition, including: The agent device is in a call state and the purpose identifier associated with the agent device indicates that the second device is allowed to join the video call between the first device and the agent device, the purpose identifier is associated with the second verification information, and the purpose identifier is included in the first request message.

7. The method according to any one of claims 4 to 6, characterized in that: After sending the first message to the second device, the method further includes: receiving a third request message sent by the second device, where the third request message is used to request to establish a media connection between the second device and the agent device, and the third request message includes the first verification information and an identifier of the agent device; Determining whether a second preset condition is currently met according to the third request message; When the second preset condition is met, the second video call is established.

8. The method according to claim 7, characterized in that The satisfying of the second preset condition includes: the first verification information is correct and within a second time period, and the agent device satisfies the first preset condition, and the second time period is a time period in which the first verification information is valid.

9. The method according to any one of claims 2 to 8, characterized in that: The establishing of the second video call includes: Establishing a venue for the second video call; Sending a fourth request message to the first device, sending a fifth request message to the second device, and sending a sixth request message to the agent device; Receive a first response message sent by the first device based on the fourth request message, receive a second response message sent by the second device based on the fifth request message, and receive a third response message sent by the agent device based on the sixth request message, the first response message indicating the first device to join the venue of the second video call, the second response message indicating the second device to join the venue of the second video call, and the third response message indicating the agent device to join the venue of the second video call.

10. The method according to any one of claims 1 to 9, characterized in that: The first request message is sent by the agent device when the agent device obtains the identifier of the first device and the destination identifier associated with the agent device, and the destination identifier is set by the agent device according to a user operation.

11. A method for making a call, characterized in that: Applied to the second device, the method includes: receiving a link message sent by the first network device, wherein the link message is used to request the second device to join the video call between the first device and the agent device; According to the link message, a second request message is sent to the first network device, where the second request message is used by the first network device to establish a second video call, where the second video call is used for a video call between the first device, the seat device and the second device.

12. The method according to claim 11, characterized in that The first device supports a video call function of mobile communication, the second device does not support the video call function of mobile communication, and the second network device is a network device of mobile communication.

13. The method according to claim 11 or 12, characterized in that The sending a second request message to the first network device according to the link message includes: Displaying the link message in a first interface, wherein the first interface includes a first control; Receiving a first operation on the first control in the first interface; In response to the first operation, the second request message is sent to the first network device.

14. The method according to any one of claims 11 to 13, characterized in that: After sending a second request message to the first network device according to the link message, the method further includes: A first message sent by the first network device is received, wherein the first message includes first verification information and an identifier of the agent device, and the second verification information is sent when the first network device determines that the second device can join a video call between the first device and the agent device.

15. The method according to claim 14, characterized in that After receiving the first message sent by the first network device, the method further includes: According to the first message, a third request message is sent to the first network device, where the third request message is used by the first network device to establish the second video call, and the third request message includes the first verification information and an identifier of the agent device.

16. The method according to claim 15, characterized in that After sending the third request message to the first network device, the method further includes: receiving a fourth request message sent by the first network device, where the fourth request message is sent by the first network device when establishing a venue for the second video call; A first response message is sent to the first network device based on the fourth request message, where the first response message instructs the second device to join the venue of the second video call.

17. A communication device, characterized in that: The device includes a receiving unit and a sending unit, wherein the receiving unit is used to receive a first request message sent by an agent device during a first video call, wherein the first video call is a video call between the first device and the agent device established through the first network device and the second network device; The sending unit is used to send a link message to the second device according to the first request message, where the link message is used to request the second device to join the video call between the first device and the agent device.

18. A communication device, characterized in that: The apparatus comprises a receiving unit and a sending unit, wherein the receiving unit is used to receive a link message sent by a first network device, wherein the link message is used to request a second device to join a video call between the first device and an agent device; The sending unit is used to send a second request message to the first network device according to the link message, the second request message is used for the first network device to establish a second video call, and the second video call is used for a video call between the first device, the seat device and the second device.

19. A communication device, characterized in that: The device comprises at least one processor and a communication interface, and the at least one processor calls a computer program or instruction stored in a memory to execute the method according to any one of claims 1 to 10.

20. A communication device, characterized in that: The device comprises at least one processor and a communication interface, and the at least one processor calls a computer program or instruction stored in a memory to execute the method according to any one of claims 11 to 16.

21. A communication system, characterized in that: The communication system comprises a first network device and a second device, The first network device is used to receive a first request message sent by an agent device during a first video call, where the first video call is a video call between the first device and the agent device established by the first network device and the second network device; Sending a link message to a second device according to the first request message, wherein the link message is used to request the second device to join the video call between the first device and the agent device; The second device is used to receive the link message.

22. The system according to claim 21, wherein the first network device is the apparatus according to claim 19, and the second device is the apparatus according to claim 20.

23. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program or instruction, which, when executed on a processor, implements the method according to any one of claims 1 to 16.

24. A computer program product, characterized in that The computer program product includes a computer program or instructions, and when the computer program or instructions are executed on a computer, the method according to any one of claims 1 to 16 is implemented.

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