Service processing method, service processing system, communication device, storage medium, and program product

Abstract

The present application provides a service processing method, a service processing system, a communication device, a storage medium, and a program product. The service processing method comprises: acquiring call feature information (S110); obtaining call state indicating information according to the call feature information (S120); initiating a first call to a first terminal according to the call state indicating information (S130); receiving feedback information sent by the first terminal (S140); and automatically adjusting a service according to the feedback information (S150).

Description

Business processing methods, business processing systems, communication equipment, storage media and program products

[0001] Cross-references to related applications

[0002] This application is based on and claims priority to Chinese Patent Application No. 2024117647046, filed on December 2, 2024, the entire contents of which are incorporated herein by reference. Technical Field

[0003] This application relates to the field of communication technology, and in particular to a service processing method, a service processing system, a communication device, a storage medium, and a program product. Background Technology

[0004] In existing call scenarios, there are issues with end-user call service anomalies. Network signal problems, compatibility issues, service problems, and terminal problems can cause users to encounter abnormal situations when using call services. To address this issue, relevant technologies typically rely on users proactively initiating feedback or complaints to the operator. Only based on user feedback will the operator's network maintenance personnel intervene to diagnose and resolve the cause of the problem.

[0005] However, the series of operations involved in network backtracking, diagnosing and locating the root cause of the problem, and resolving the issue are not only cumbersome but also time-consuming. Furthermore, the results of problem localization are often difficult to communicate or confirm with end users in a timely manner, hindering the rapid resolution of specific users' problems and leading to a decline in user experience. This also negatively impacts the normal promotion of the business. How to optimize the processing efficiency for end users when encountering abnormal situations during service calls is an urgent issue that needs to be discussed and resolved. Summary of the Invention

[0006] This application provides a business processing method, a business processing system, a communication device, a storage medium, and a program product.

[0007] In a first aspect, embodiments of this application provide a service processing method applied to the network side, the method comprising:

[0008] Obtain call characteristic information;

[0009] Based on the call characteristic information, call status indication information is obtained;

[0010] Based on the call status indication information, initiate a first call to the first terminal;

[0011] Receive feedback information sent by the first terminal;

[0012] The business will be automatically adjusted based on the feedback information.

[0013] Secondly, embodiments of this application provide a business processing system, including:

[0014] The call status detection module is used to acquire call feature information and compare the call feature information with the expected result to obtain call status indication information.

[0015] The feedback information acquisition module is used to receive feedback information sent by the terminal through the audio and video channels and the data channels;

[0016] The abnormal call analysis module is used to generate service adjustment suggestions based on the feedback information.

[0017] Thirdly, embodiments of this application provide a communication device, including: at least one processor; at least one memory for storing at least one program; and when at least one of the programs is executed by at least one of the processors, implementing the service processing method as described in the first aspect.

[0018] Fourthly, embodiments of this application provide a computer-readable storage medium storing computer-executable instructions for performing the business processing method as described in the first aspect.

[0019] Fifthly, embodiments of this application provide a computer program product, including a computer program or computer instructions, wherein the computer program or computer instructions are stored in a computer-readable storage medium, a processor of a computer device reads the computer program or computer instructions from the computer-readable storage medium, and the processor executes the computer program or computer instructions, causing the computer device to perform the business processing method as described in the first aspect. Attached Figure Description

[0020] Figure 1 is one of the structural schematic diagrams of a communication system provided in an embodiment of this application.

[0021] Figure 2 is a second schematic diagram of the structure of a communication system provided in an embodiment of this application.

[0022] Figure 3 is a flowchart of one of the business processing methods provided in the embodiments of this application.

[0023] Figure 4 is a second schematic flowchart of a business processing method provided in an embodiment of this application.

[0024] Figure 5 is a flowchart of a business processing method provided in an embodiment of this application.

[0025] Figure 6 is a schematic diagram of a business processing system provided in an embodiment of this application.

[0026] Figure 7 is a schematic diagram of an electronic device provided in an embodiment of this application. Detailed Implementation

[0027] To make the objectives, technical solutions, and advantages of this invention clearer, the present application will be further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only for explaining this application and are not intended to limit this application.

[0028] Communication technology enables information exchange between people and plays an important role in people's daily lives. However, in existing communication scenarios, occasional abnormal situations occur in the call services of individual end users, posing a challenge to the user's communication experience.

[0029] To address this issue, relevant technologies typically rely on user-initiated feedback to the operator as the initial trigger for problem resolution. Specifically, when a user notices an anomaly in their call service, they must proactively submit a complaint to the communication service provider (i.e., the operator). Subsequently, the operator's network operations team intervenes. The operator performs in-depth analysis of network signaling data and complex backtracking operations to diagnose and precisely locate the faulty device. After locating the problem, the operator needs to implement solutions such as adjusting relevant network elements and upgrading software versions. The implementation of these measures also takes time and cannot immediately improve the user's call experience.

[0030] After problem analysis and localization, operators typically need to eliminate the fault through complex solutions such as adjusting relevant network element parameters and upgrading versions. However, the processes of diagnosis, localization, and implementation of solutions are inherently cumbersome and time-consuming. Furthermore, the lack of an effective real-time interaction mechanism between the network side and end users further prolongs the overall time for anomaly discovery, analysis, and resolution. Consequently, communication problems for affected users cannot receive timely responses or solutions, which not only harms the user's call experience but also adversely affects the normal promotion of services.

[0031] In view of this, embodiments of this application provide a service processing method, service processing system, communication equipment, storage medium, and program product, aiming to solve the technical problem of passive and time-consuming service anomaly handling. According to the solution implemented in this application, during a call, the network side collects call characteristic information to obtain call status indication information, initiates a call to the terminal based on the call status indication information, and receives feedback information sent by the terminal during the call, automatically adjusting services. Based on this, when the network side detects call anomalies, it initiates a call to the user terminal, interacts with the user terminal in real time, and quickly locates, analyzes, and handles the anomaly, significantly improving the real-time detection and feedback capabilities of abnormal calls, optimizing the fault information collection and processing process, and improving the efficiency of problem resolution. Simultaneously, by actively initiating a call to the user terminal and automatically adjusting services based on the user terminal's feedback information, the network side promptly responds to or resolves communication problems for relevant users, significantly improving the user's call experience.

[0032] The call method provided in this application can be applied to Voice over New Radio (VoNR+) architecture. Furthermore, it can be applied to video and voice call service scenarios involving the 5th Generation (5G) new call mode, especially scenarios where specific terminal users encounter problems when using the new call mode. For example, this includes, but is not limited to, scenarios where compatibility issues arise between equipment from different manufacturers and terminal software development kits (SDKs). It should be noted that the above system architecture and scenarios are merely examples. With the development of communication technology, the call method provided in this application can also be applied to systems using other communication standards, such as 6th Generation (6G) systems, or future-oriented communication technologies.

[0033] This application uses VoNR+ technology as an example to illustrate the application scenario.

[0034] VoNR+ utilizes IP Multimedia Subsystem Data Channel (IMS DC) technology to add a data channel (DC) in addition to the voice and video channels; it is also known as the DC channel. On the VoNR+ network side, audio and video channel services undergo layered encoding and transmission, and different 5G Quality Indicators (5QIs) are provided to ensure Quality of Service (QoS). For data channel services, different data packets are identified and QoS control is implemented with finer granularity, introducing new QoS parameters to support haptic data or sensor data transmission. The data channel supports multiple data formats and protocols, enabling seamless integration of different types of applications within the IP Multimedia Subsystem (IMS) network. The data channel allows the transmission of other types of data, such as text, images, and files, during voice or video calls, enabling users to engage in richer interactions during calls.

[0035] Furthermore, the emergence of high-bandwidth, low-latency deterministic networks with 5G technology has provided higher performance processing potential for call scenarios under the VoNR+ technology architecture.

[0036] The embodiments of this application will be further described below with reference to the accompanying drawings. Figure 1 is a schematic diagram of a communication system structure using VoNR+ technology provided in an embodiment of this application. As shown in Figure 1, the communication system includes a terminal 110 and an IMS server 120. In this system, the terminal 110 communicates with the IMS server 120 sequentially through the wireless access network, the transmission network, and the core network. A new data channel (i.e., the channel corresponding to the shaded area in the figure) is added between the terminal 110 and the IMS server 120. This data channel is also called the DC channel, i.e., the DC channel associated with the terminal 110. This data channel is independent of the terminal's voice channel, signaling channel, and other channels (such as video channels), and can be used to transmit location, pictures, text, and even interactive information such as auditory, visual, tactile, kinematic, and environmental information during a call, thereby upgrading the call from a single voice to a multimedia format.

[0037] In some embodiments, the terminal includes call software for making calls and a data channel service module for transmitting data on a data channel.

[0038] Figure 2 is a schematic diagram of the structure of a communication system provided in an embodiment of this application. As shown in Figure 2, the communication system includes at least one of the following: VoNR+ capability network element, VoNR+ media plane, new call application server, new call operation management platform, intelligent V-network / family network service AS (Application Server), Home Subscriber Server (HSS) / Unified Data Management (UDM), Voice over Long Term Evolution Application Server (VoLTE AS) based on LTE network, E.164 Number URI Mapping (ENUM) / Domain Name System (DNS), Serving Call Session Control Function (S-CSCF), Interrogating Call Session Control Function (I-CSCF), Policy and Charging Rules Function (PCRF) / Policy Control Function (PCF), Session Border Controller-Control plane (SBC-C), Session Border Controller-User plane (SBC-U). The system includes plane (SBC-U), Evolved Packet System (EPS) / 5G System (5GS), and User Equipment (UE).

[0039] VoNR+ capability network elements, also known as VoNR+ capability platforms, are not specifically defined in this application. VoNR+ capability network elements have at least one of the following functions: providing signaling forwarding; providing media capability interfaces; and providing VoNR+ services.

[0040] VoNR+ media plane, also known as media plane network element or media plane server, is not specifically limited to these terms in this application. VoNR+ media plane has at least one of the following functions: First, providing media stream replication capability; where media stream can also be referred to as media resource. Second, providing user data interaction. Third, enabling audio and video stream forwarding between terminals and between terminals and other traditional media devices.

[0041] The new call application server, also known as the VoNR+ service AS, is not specifically defined in this application. As the service platform for new calls, the VoNR+ service AS is a key component of the 5G VoNR+ network architecture.

[0042] The new call operation management platform is used to enable business contract signing for user terminals.

[0043] The user server or unified data management network element can store the user terminal's subscription information on the new call operation management platform.

[0044] The user terminal has at least one of the following functions: real-time acquisition of audio and video and sending them to the VoNR+ media plane; interaction with the user and sending user interaction data to the VoNR+ media plane; and control of the display on the user terminal.

[0045] It should be understood that the examples of the communication systems described above are merely for illustrating the technical solutions of this application more clearly and do not constitute a limitation on this application. Those skilled in the art will recognize that, with the evolution of network architecture and the emergence of new service scenarios, the technical solutions provided in this application are equally applicable to similar technical problems.

[0046] Figure 3 is a flowchart illustrating a service processing method provided in an embodiment of this application. This method can be applied to the network side. As shown in Figure 3, the method includes, but is not limited to, steps S110, S120, S130, S140, and S150.

[0047] S110. Obtain call characteristic information.

[0048] Step S110 will be described further below.

[0049] For example, call characteristic information includes at least one of the following: call duration, number of call attempts, field characteristics, and media stream characteristics. It is understood that call characteristic information refers to information collected by the network side during a call and used to determine the call status indication. Call duration refers to the total time from the establishment of a call to its end; the number of call attempts refers to the number of times the user attempts to make a call before establishing a valid call; field characteristics refer to key fields in the code stream, which in the 5G new call VONR+ architecture can refer to newly added fields carrying media descriptions in SIP signaling; media stream characteristics refer to attributes and parameters related to the media stream. It is understood that more detailed and personalized call characteristic information can be formulated according to specific business scenarios.

[0050] For example, by collecting call duration data, abnormal situations such as user-initiated hang-ups during a call can be identified. For example, by collecting the number of attempted calls, field characteristics, or media stream characteristics, abnormal situations such as passive releases due to network-side anomalies or terminal device malfunctions can be identified. For example, media stream characteristics include media type (audio, video), encoding format, resolution, frame rate, bandwidth requirements, etc.

[0051] During a call, the network side first needs to acquire call characteristic information to determine whether the call is abnormal. After acquiring the call characteristic information, the network side analyzes the call status based on the multi-dimensional call characteristic information collected in real time to obtain call characteristic indication information.

[0052] For example, when the network side performs the process of obtaining call characteristic information, it performs the following steps S111.

[0053] S111. Monitor the second call and collect call characteristic information.

[0054] For example, call feature information can be collected by monitoring a second call collection, such that the caller initiates a call request to the called user, or when a call is established between the caller and the called user.

[0055] For example, the second call is a request initiated by the first terminal to the second terminal or a call established thereon; or, the second call is a request initiated by the second terminal to the first terminal or a call established thereon. It is understood that the first terminal can be either the calling user or the called user.

[0056] S120. Based on the call characteristic information, obtain the call status indication information.

[0057] Step S120 will be described further below.

[0058] In some embodiments, call status indication information is used to characterize the request status or call status between the first terminal and the second terminal. Request status refers to the process by which both parties initiate a request to establish a call before the first terminal and the second terminal have formally established a call; call status refers to the state in which the call between the first terminal and the second terminal has been established, that is, the process in which the two parties have formally started a call.

[0059] In some embodiments, call status indication information is used to characterize the status of the network side initiating a service request to the first terminal. It is understood that when a call has not yet been established between the first terminal and the second terminal, or when a call has been established, the network side may initiate a service request only to the first terminal, and the call status indication information characterizes the status of the service request initiated by the network side to the first terminal.

[0060] In some embodiments, obtaining call status indication information based on call feature information includes at least one of the following: obtaining call status indication information based on missing information or marking information of field features; obtaining call status indication information based on missing information or marking information of media stream features.

[0061] In some embodiments, when the collected call feature information includes field features, the network side can obtain call status indication information based on missing or marked information of the field features. For example, if the field features collected by the network side have missing information, field parsing errors, are unrecognizable, or do not meet expectations, the network side determines that the request status or call status between the first terminal and the second terminal is abnormal. For example, if the field features collected by the network side have missing information, field parsing errors, are marked as failed, are unrecognizable, or do not meet expectations, the network side determines that the status of the network side initiating a service request to the first terminal is abnormal.

[0062] In some embodiments, when the collected call feature information includes media stream features, the network side can obtain call status indication information based on missing or flagged information of the media stream features. For example, if the media stream features collected by the network side are missing, marked as failed, unidentifiable, or do not meet expectations, the network side determines that the request status or call status between the first terminal and the second terminal is abnormal. For example, if the media stream features collected by the network side are missing, marked as failed, unidentifiable, or do not meet expectations, the network side determines that the status of the network side initiating a service request to the first terminal is abnormal.

[0063] For example, when the collected call feature information includes field features and media stream features, the network side can analyze the missing information or tagging information of the field features and media stream features to obtain call status indication information.

[0064] For example, when the network side obtains call status indication information based on call characteristic information, it performs the following steps S121.

[0065] S121. Based on the call characteristic information and the preset threshold, the call status indication information is obtained.

[0066] The network side compares the collected call feature information with a preset threshold to obtain call status indication information. The preset threshold is a critical value or parameter set in advance by the network side to compare with the call features collected in real time to determine whether the call status is abnormal.

[0067] For example, when the call feature information collected by the network side includes call duration or number of call attempts, call status indication information is obtained based on the call feature information and a preset threshold, including at least one of the following: comparing the call duration with the preset threshold to obtain call status indication information; comparing the number of call attempts with the preset threshold to obtain call status indication information.

[0068] In some embodiments, when the call feature information collected by the network side includes call duration, call status indication information can be obtained by comparing the call duration with a preset call duration threshold. For example, if the real-time collected call duration is shorter than the preset call duration threshold, the request status or call status between the first terminal and the second terminal is abnormal, which may indicate an abnormal situation where the user actively hangs up.

[0069] In some embodiments, when the call feature information collected by the network side includes the number of call attempts, call status indication information can be obtained by comparing the number of call attempts with a preset call attempt threshold. For example, if the number of call attempts collected in real time within a specific time period is greater than the preset call attempt threshold, the request status or call status between the first terminal and the second terminal is abnormal, which may be due to an abnormal situation such as a network-side abnormality or a terminal device abnormality, resulting in passive release.

[0070] For example, when the collected call feature information includes call duration and number of call attempts, the network side can analyze the call status indication information based on the call duration and number of call attempts. For example, when the collected call feature information also includes field features or media stream features, the network side can analyze the call status indication information by combining multiple call feature information. This application embodiment includes any combination of multiple call feature information.

[0071] The network side determines whether an abnormal call has occurred based on call characteristic information and obtains call status indication information. Through real-time collection and analysis of multi-dimensional information during the call process, it quickly determines whether an anomaly exists. After obtaining the call status indication information based on the call characteristic information, the network side initiates a callback to the user terminal to collect feedback information at the current moment. This ensures that feedback information collection is triggered promptly when the user releases the call, improving the accuracy and timeliness of fault detection.

[0072] S130. Based on the call status indication information, initiate a first call to the first terminal.

[0073] Step S130 will be described further below.

[0074] For example, when the call status indication information indicates an abnormal request status or call status between the first terminal and the second terminal, the network side initiates a first call to the first terminal. For example, when the call status indication information indicates an abnormal status in which the network side initiates a service request to the first terminal, the network side initiates a first call to the first terminal. It is understood that the first terminal can be either the calling user or the called user.

[0075] For example, the first call can be applied to video and voice call service scenarios involving the new 5G call mode.

[0076] Based on the call status indication information, the network side initiates a call to the user terminal, realizing the network side's proactive callback, thereby establishing a real-time interaction channel between the network side and the user terminal.

[0077] S140, Receive feedback information sent by the first terminal.

[0078] Step S140 will be described further below.

[0079] For example, receiving feedback information sent by the first terminal includes at least one of the following: receiving interactive information sent by the first terminal through the audio / video channel; or receiving terminal log information of the first terminal through the data channel. It can be understood that the VoNR+ service AS calls the VoNR+ capability platform interface to trigger the VoLTE AS, initiates a first call to the first terminal, and establishes audio / video and data channels with the user terminal through the media plane to collect real-time interactive information. After the channels are established, the VoNR+ service AS controls the VoNR+ media plane to play audio / video feedback information to the user and collects user feedback through voice interaction.

[0080] For example, audio and video playback information sent from the network side to the user terminal can be sent through an artificial intelligence (AI) voice assistant.

[0081] In some embodiments, the feedback information sent by the first terminal includes interactive information received through the audio / video channel. After receiving the audio / video callback information sent by the network side, the first terminal sends interactive information to the network side through the audio / video channel, wherein the interactive information includes voice information, text information, image information, video information, etc.

[0082] In some embodiments, the feedback information sent by the first terminal includes terminal log information received through a data channel. Terminal log information is a record file generated during the operation of the terminal or terminal application, used for diagnosing problems, monitoring system status, troubleshooting, etc., and includes system logs, application logs, network logs, database logs, user activity logs, performance logs, etc.

[0083] In some embodiments, the network side simultaneously receives interactive information and terminal log information sent by the first terminal through the audio / video channel and the data channel.

[0084] In related technologies, the network can only obtain the necessary information after a user actively calls customer service or files a complaint. This process often requires significant time and manpower for investigation and resolution due to long intervals or changes in the network environment, impacting user experience. This application's embodiment, upon determining an abnormal call from the user, proactively calls back the user terminal and collects feedback information sent by the terminal in real time. The network establishes audio / video and data channels between the user terminal and the network. Real-time audio / video interaction is achieved through the audio / video channel, allowing the user terminal to directly report service anomalies during the call. Simultaneously, the network collects terminal log information in real time through the data channel. This effectively shortens the problem feedback time, improves response speed, and enhances user experience.

[0085] S150: Automatically adjust business operations based on feedback information.

[0086] Step S150 will be described further below.

[0087] For example, automatically adjusting business operations based on feedback information includes one of the following: automatically adjusting business operations based on interaction information; or automatically adjusting business operations based on interaction information and user-subscribed business information.

[0088] For example, automatic business adjustments based on feedback information include one of the following: automatic business adjustments based on terminal log information; or automatic business adjustments based on terminal log information and user-subscribed business information.

[0089] In some embodiments, the network side automatically adjusts services based on interaction information. It is understood that when a user provides feedback via voice, the network side directly adjusts services based on the user's feedback. For example, if a user indicates through interaction that they do not need to experience or use a specific function or service, the network side can automatically adjust services and prevent the triggering of that service function.

[0090] In some embodiments, the network side automatically adjusts services based on interaction information and user-subscribed service information. For example, if a user reports that they will not use a specific service within a certain time period via interaction information, the network side downgrades the service priority based on the user's subscribed service information. During service downgrading, the nested impact of the specific service with other services is considered based on the user's subscribed service information.

[0091] In some embodiments, the network side automatically adjusts services based on terminal log information. It is understood that the terminal reports terminal log information, and the network side directly adjusts services automatically based on this information. For example, if the network side analyzes the terminal log information and determines that the terminal's capabilities do not support a specific function or service, the network side can automatically adjust the service and prevent the triggering of that service function.

[0092] In some embodiments, the network side automatically adjusts services based on terminal log information and user-subscribed service information. For example, when the network side determines, through analysis of terminal log information, that the terminal's capabilities do not support a specific function or service, it downgrades the service priority based on the user-subscribed service information. During service downgrading, the nested impact of the specific service with other services is considered based on the user-subscribed service information.

[0093] In some embodiments, the network side automatically adjusts services based on interaction information and terminal log information. For example, when a user provides feedback through interaction information that they need to experience or use a specific function or service, the network side analyzes the terminal log information to determine the terminal's ability to support the specific function or service and automatically adjusts the services accordingly.

[0094] In some embodiments, the network side automatically adjusts services based on interaction information, terminal log information, and user-subscribed service information. For example, when a user provides feedback through interaction information that they need to experience or use a specific function or service, the network side analyzes the terminal log information to determine the terminal's ability to support the specific function or service, and automatically adjusts the services based on the user's subscribed service information, taking into account the nested impact of the specific service with other services.

[0095] For example, business adjustments include at least one of the following: adjusting business triggering strategies; business upgrades; business downgrades.

[0096] For example, adjusting a business triggering strategy refers to modifying a specific function or service, including triggering the specific function or service, and not triggering the specific function or service. For example, adjusting a business triggering strategy also includes signing up for or canceling a business contract; modifying business contract information requires user consent before execution. In some embodiments, user consent is obtained through an AI voice assistant.

[0097] For example, service upgrade refers to upgrading the service priority of a specific function or service. It can be understood that upgrading the service priority of a specific service causes a downgrade in the service priority of other services. The network side can consider the nested impact of specific services with other services based on user subscription information.

[0098] For example, service degradation refers to downgrading the service priority of a specific function or service. It can be understood that downgrading the service priority of a specific service leads to an upgrade in the service priority of other services. The network side can consider the nested impact of specific services with other services based on the user's subscribed service information.

[0099] Based on feedback from user terminals, the network side quickly locates and processes abnormal calls, analyzes the causes of call anomalies, and automatically adjusts services by analyzing the received feedback information.

[0100] In this embodiment, the network side collects call characteristic information during the call process to obtain call status indication information. Based on this information, it initiates a call to the terminal and receives feedback information from the terminal during the call. It automatically analyzes and identifies the causes of call anomalies and makes service adjustments accordingly. This improves the real-time detection and feedback capabilities for abnormal calls, enhances fault diagnosis efficiency, and improves the user's call experience. Furthermore, it optimizes the fault information collection and processing flow, providing data support for subsequent network optimization and fault diagnosis.

[0101] To further illustrate the methods provided in the embodiments of this application, the following examples will be used for further detailed explanation.

[0102] Example 1:

[0103] Figure 4 is a flowchart illustrating a business processing method provided in an embodiment of this application. As shown in Figure 4, this application also provides a business processing method, including the following steps:

[0104] Step S1100: The calling user initiates a call request to the IMS, with the target being the called user.

[0105] In step S1200, the IMS forwards the call request to the called user and waits for the called user's response.

[0106] Step S1300: The called user rings the phone and sends a ringing status to the IMS.

[0107] In step S1400, the IMS sends the ringing status to the calling user, indicating that the called user is ringing.

[0108] Step S1500: The called user answers the call and sends an answer signal to the IMS.

[0109] In step S1600, the IMS sends an answer signaling message to the calling user to confirm the call establishment.

[0110] Step S1700: New call service triggered.

[0111] At this point, a call is established between the calling and called users, triggering a new call service.

[0112] Step S2100: If an abnormality occurs during the call, the network side releases the call and sends a call release event to the VoNR+ capability platform, carrying failure information and reporting the release reason and related information to the VoNR+ capability platform.

[0113] In step S2200, the VoNR+ capability platform sends a call release event to the VoNR+ service AS, carrying failure information, and reports the reason for the release and related information to the VoNR+ service AS.

[0114] In step S2300, IMS sends a call abnormality release notification to the calling user.

[0115] Step S2400: IMS sends a call exception release notification to the called user.

[0116] At this point, a call anomaly occurred.

[0117] In step S3100, the VoNR+ service AS determines that the user's call is abnormal (corresponding to step S120 above) and initiates the return visit information collection service.

[0118] In step S3200, the VoNR+ service AS initiates a call request to the VoNR+ capability platform (corresponding to step S130 above) to conduct a user callback.

[0119] In step S3300, the VoNR+ capability platform calls the IMS call interface to notify the VoLTE AS to initiate a callback request to the calling user.

[0120] In step S3400, IMS requests the VoNR+ media plane to create audio, video, and data channel resources.

[0121] In step S3500, IMS sends a callback request to the calling user (corresponding to step S130 above).

[0122] Step S3600: The calling user rings.

[0123] Step S3700: The calling user answers the call.

[0124] Step S3800: IMS reports the user response event to the VoNR+ capability platform.

[0125] In step S3900, the VoNR+ capability platform feeds back the user response event to the VoNR+ service AS.

[0126] Step S4000: Establish an audio and video channel between the calling user and the VoNR+ media plane.

[0127] Step S4100: Establish a data channel between the calling user and the VoNR+ media plane.

[0128] Step S4200: VoNR+ service AS controls VoNR+ media interface to conduct AI voice interaction with user.

[0129] In step S4300, the VoNR+ media interface interacts with the user via AI voice, collecting the user's voice feedback information (corresponding to the interaction information mentioned above).

[0130] Step S4400: The calling user feeds back terminal log information through the data channel.

[0131] In step S4500, the VoNR+ media interface, through the VoNR+ capability platform, feeds back the collected information (corresponding to the above feedback information) to the VoNR+ service AS, including the user's voice feedback information and terminal logs.

[0132] At this point, the network side determines the call status based on call characteristic information. When an abnormal call is detected, it proactively initiates a user callback call to collect user feedback in real time, thereby improving the efficiency of handling abnormal calls.

[0133] In step S5100, the VoNR+ service AS processes the collected feedback information and analyzes the cause of the anomaly.

[0134] In step S5200, the VoNR+ service AS sends a request to the VoNR+ capability platform to adjust the service.

[0135] In step S5300, the VoNR+ capability platform sends a request to IMS to perform business adjustments.

[0136] At this point, the network side receives feedback information from the terminal during a call, automatically analyzes and identifies the cause of the call anomaly, and makes service adjustments. On the one hand, this improves the real-time detection and feedback capabilities for abnormal calls, increases the efficiency of fault diagnosis, and enhances the user's call experience. On the other hand, it optimizes the collection and processing of fault information, providing data support for subsequent network optimization and troubleshooting.

[0137] Example 2:

[0138] As shown in Figure 5, this application also provides a business processing method, including the following steps:

[0139] Step S1100: The calling user initiates a call request to the IMS, with the target being the called user.

[0140] In step S1200, the IMS forwards the call request to the called user and waits for the called user's response.

[0141] Step S1300: The called user rings the phone and sends a ringing status to the IMS.

[0142] In step S1400, the IMS sends the ringing status to the calling user, indicating that the called user is ringing.

[0143] Step S1500: The called user answers the call and sends an answer signal to the IMS.

[0144] In step S1600, the IMS sends an answer signaling message to the calling user to confirm the call establishment.

[0145] Step S1700: New call service triggered.

[0146] At this point, a call is established between the calling and called users, triggering a new call service.

[0147] Step S2110: The VoNR+ service AS initiates a video playback request to the calling user through the VoNR+ capability platform, carrying the media stream to be played as dc-streamid: 4006.

[0148] In step S2120, the VoNR+ capability platform sends a video playback request to the calling user via IMS, carrying the media stream to be played as dc-streamid: 4006.

[0149] Step S2130: IMS requests an update of media resources from the VoNR+ media plane, carrying the media stream to be played as dc-streamid: 4006.

[0150] Step S2140: IMS initiates a media switching request to the calling user, carrying the media stream being played, dc-streamid: 4006.

[0151] Step S2150: The calling user replies with a media switching failure response (dc-streamid: 0).

[0152] Step S2160: IMS reports the call release event to the VoNR+ capability platform, carrying the media stream operation result (dc-streamid: 4006, fail).

[0153] Step S2170: The VoNR+ capability platform reports the call release event (dc-streamid: 4006, fail) to the VoNR+ service AS.

[0154] In some other embodiments, step S3100 may also include VoNR+ service AS determining that the media stream dc-streamid: 4006 operation result is fail, and the call is abnormal.

[0155] Therefore, in the case where the VoNR+ service AS pushes a video advertisement to the calling user but not to the called user, the aforementioned call characteristic data includes the media stream information carried in the media stream operation result received after the VoNR+ service AS issues a video playback request. If the issued and received media stream characteristics are consistent and marked as successful, the call status is normal; if the issued and received media stream characteristics are inconsistent, or if the media stream characteristics are missing or marked as failed, the call status is abnormal.

[0156] In step S3100, the VoNR+ service AS determines that the user's call is abnormal (corresponding to step S120 above) and initiates the return visit information collection service.

[0157] In step S3200, the VoNR+ service AS initiates a call request to the VoNR+ capability platform (corresponding to step S130 above) to conduct a user callback.

[0158] In step S3300, the VoNR+ capability platform calls the IMS call interface to notify the VoLTE AS to initiate a callback request to the calling user.

[0159] In step S3400, IMS requests the VoNR+ media plane to create audio, video, and data channel resources.

[0160] In step S3500, IMS sends a callback request to the calling user (corresponding to step S130 above).

[0161] Step S3600: The calling user rings.

[0162] Step S3700: The calling user answers the call.

[0163] Step S3800: IMS reports the user response event to the VoNR+ capability platform.

[0164] In step S3900, the VoNR+ capability platform feeds back the user response event to the VoNR+ service AS.

[0165] Step S4000: Establish an audio and video channel between the calling user and the VoNR+ media plane.

[0166] Step S4100: Establish a data channel between the calling user and the VoNR+ media plane.

[0167] Step S4200: VoNR+ service AS controls VoNR+ media interface to conduct AI voice interaction with user.

[0168] In step S4300, the VoNR+ media interface interacts with the user via AI voice, collecting the user's voice feedback information (corresponding to the interaction information mentioned above).

[0169] Step S4400: The calling user feeds back terminal log information through the data channel.

[0170] In step S4500, the VoNR+ media interface, through the VoNR+ capability platform, feeds back the collected information (corresponding to the above feedback information) to the VoNR+ service AS, including the user's voice feedback information and terminal logs.

[0171] At this point, the network side determines the call status based on call characteristic information. When an abnormal call is detected, it proactively initiates a user callback call to collect user feedback in real time, thereby improving the efficiency of handling abnormal calls.

[0172] In step S5100, the VoNR+ service AS analyzes the user's feedback interaction information and determines that the user actively rejected the network side's push video, thus confirming that the abnormal call status was caused by the user's active release.

[0173] Step S5200: The VoNR+ service AS sends a service adjustment request to the VoNR+ capability platform.

[0174] In step S5300, the VoNR+ capability platform sends a service adjustment request to IMS. The service adjustment request includes preventing one-way video playback from being triggered for this user, and IMS modifying the user's service subscription information so that one-way video playback on the network side is not triggered subsequently.

[0175] Based on this, the VoNR+ service AS analyzes the feedback information, determines the cause of call status anomalies, and adjusts the service triggering strategy in a timely manner, thereby achieving rapid anomaly location and targeted handling, and improving the user's call experience.

[0176] Figure 6 is a schematic diagram of a service processing system provided in an embodiment of this application. As shown in Figure 6, the service processing system includes at least a call status detection module, a feedback information collection module, and an abnormal call analysis module.

[0177] The call status detection module 610 is used to acquire call characteristic information and compare it with expected results to obtain call status indication information. For example, the call status detection module can be deployed on a VoNR+ service AS. Through an abnormal call decision mechanism, it collects call characteristic information and compares it with expected results to obtain call status indication information. The expected results are pre-set information used to determine the call status, which can be based on operator requirements or custom criteria, such as excessively short call duration, user call attempts exceeding a threshold within a short period, or missing media stream information, to determine if an abnormal call has occurred.

[0178] The feedback information collection module 620 is used to receive feedback information sent by the terminal through audio / video channels and data channels. For example, the feedback information collection module can be deployed on a VoNR+ service AS. The VoNR+ service AS calls the VoNR+ capability platform interface to trigger the VoLTE AS, initiates a call for abnormal service users, and establishes audio / video and data channels with the user terminal through the VoNR+ media plane for real-time interactive information collection. After the channels are established, the feedback information collection module controls the VoNR+ media plane to play audio / video feedback information to the user, and collects user feedback through AI voice interaction. The feedback information includes text, images, and audio / video information. Simultaneously, the data channel can collect log information from the terminal and relevant network elements in the call path.

[0179] The abnormal call analysis module 630 is used to generate service adjustment suggestions based on feedback information. These suggestions are generated by the network side regarding adjustments to service triggering policies and service priorities. For example, service adjustment suggestions include: suggestions to adjust service triggering policies; service upgrade suggestions; and service degradation suggestions. For example, the abnormal call analysis module can be deployed on the VoNR+ service AS, analyzing and confirming the cause of the anomaly based on the collected feedback information, generating service adjustment suggestions, and performing service adjustment processing. For example, the feedback information received by the abnormal call analysis module can be provided to operations and maintenance personnel for verification and review, supporting subsequent processing.

[0180] It should be noted that the business processing system provided in this application is a system implementation method corresponding to the business processing methods provided in the above embodiments. Specific implementation details and beneficial effects correspond to the business processing methods provided in the above embodiments, and will not be repeated here.

[0181] This application embodiment also provides a communication device, as shown in FIG7, the electronic device 700 includes:

[0182] One or more processors 710;

[0183] The memory 720 stores one or more programs, which, when executed by one or more processors 710, enable the one or more processors 710 to implement the business processing method provided in any embodiment of this application.

[0184] The memory 720, as a non-transitory network system, can be used to store non-transitory software programs and non-transitory computer-executable programs. Furthermore, the memory 720 may include high-speed random access memory, and may also include non-transitory memory, such as at least one disk storage device, flash memory device, or other non-transitory solid-state storage device. In some embodiments, the memory 720 may include remotely located memories 720 relative to the processor 710, which can be connected to the processor 710 via a network. Examples of such networks include, but are not limited to, the Internet, intranets, local area networks, mobile communication networks, and combinations thereof.

[0185] The memory 720 can be implemented as a read-only memory (ROM), a static storage device, a dynamic storage device, or a random access memory (RAM). The memory 720 can store the operating system and other application programs. When the technical solutions provided in the embodiments of this specification are implemented through software or firmware, the relevant program code is stored in the memory 720 and is called and executed by the processor 710 using the business processing methods of the embodiments of this application.

[0186] The processor 710 can be implemented using a general-purpose CPU (Central Processing Unit), microprocessor, application-specific integrated circuit (ASIC), or one or more integrated circuits, and is used to execute relevant programs to implement the technical solutions provided in the embodiments of this application.

[0187] In some embodiments, the electronic device further includes:

[0188] Input / output interfaces are used to implement information input and output;

[0189] The communication interface is used to enable communication and interaction between this device and other devices. Communication can be achieved through wired means (such as USB, Ethernet cable, etc.) or wireless means (such as mobile network, WIFI, Bluetooth, etc.).

[0190] The bus transmits information between various components of the device (such as processor 710, memory 720, input / output interface and communication interface);

[0191] The processor 710, memory 720, input / output interface, and communication interface can communicate with each other within the device via a bus.

[0192] An embodiment of this application also provides a computer-readable storage medium storing computer-executable instructions for executing business processing methods provided in any embodiment of this application.

[0193] An embodiment of this application also provides a computer program product, including a computer program or computer instructions stored in a computer-readable storage medium. A processor of a computer device reads the computer program or computer instructions from the computer-readable storage medium and executes the computer program or computer instructions, causing the computer device to perform a business processing method that implements any embodiment of this application.

[0194] According to the solution implemented in this application, during a call, the network side collects call characteristic information to obtain call status indication information. Based on this, it initiates a call to the terminal and receives feedback information from the terminal during the call, automatically adjusting services accordingly. Therefore, when detecting call anomalies, the network side initiates a call to the user terminal, interacts with the user terminal in real time, and quickly locates, analyzes, and handles the anomaly. This significantly improves the real-time detection and feedback capabilities for abnormal calls, optimizes the collection and processing of fault information, and enhances problem-solving efficiency and user experience.

[0195] The system architecture and application scenarios described in this application are intended to more clearly illustrate the technical solutions of this application and do not constitute a limitation on the technical solutions provided in this application. Those skilled in the art will understand that as system architectures evolve and new application scenarios emerge, the technical solutions provided in this application are also applicable to similar technical problems.

[0196] Those skilled in the art will understand that all or part of the processes in the methods of the above embodiments can be implemented by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer-readable storage medium. When executed, the computer program can include the processes of the embodiments of the above methods. Any references to memory, storage, databases, or other media used in the embodiments provided in this application can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM), or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in various forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), dual data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), RAMbus direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and RAMbus dynamic RAM (RDRAM), etc.

[0197] It will be understood by those skilled in the art that all or some of the steps and systems in the methods disclosed above can be implemented as software, firmware, hardware, and suitable combinations thereof. Some or all of the physical components can be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application-specific integrated circuit. Such software can be distributed on a computer-readable medium, which can include computer storage media (or non-transitory media) and communication media (or transient media). As is known to those skilled in the art, the term computer storage media includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable instructions, data structures, program modules, or other data). Computer storage media includes, but is not limited to, RAM, ROM, EEPROM, flash memory or other memory technologies, CD-ROM, digital versatile disc (DVD) or other optical disc storage, magnetic cartridges, magnetic tape, disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and is accessible to a computer. Furthermore, as is known to those skilled in the art, communication media typically contain computer-readable instructions, data structures, program modules, or other data in modulated data signals such as carrier waves or other transmission mechanisms, and may include any information delivery medium.

[0198] It should be understood that in the description of the embodiments of this application, the use of terms such as "first" and "second" is only for the purpose of distinguishing technical features and should not be construed as indicating or implying relative importance, or implicitly indicating the number of technical features indicated, or implicitly indicating the order of the technical features indicated. "At least one" means one or more, and "more" means two or more. "And / or" describes the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can indicate the existence of A alone, the simultaneous existence of A and B, or the existence of B alone. A and B can be singular or plural. The character " / " generally indicates that the related objects before and after are in an "or" relationship. "At least one of the following" and similar expressions refer to any group of these items, including any group of singular or plural items. For example, at least one of a, b, and c can mean: a, b, c, a and b, a and c, b and c, or a and b and c, where a, b, and c can be single or multiple.

[0199] Furthermore, the technical features involved in the various embodiments described in this application can be combined with each other as long as they do not conflict with each other.

[0200] The above description, with reference to the accompanying drawings, illustrates some embodiments of this application, but does not limit the scope of the invention. Any modifications, equivalent substitutions, and improvements made by those skilled in the art without departing from the scope and spirit of this invention should be considered within the scope of this application.

Claims

1. A service processing method, applied on the network side, the method comprising: Obtain call characteristic information; Based on the call characteristic information, call status indication information is obtained; Based on the call status indication information, initiate a first call to the first terminal; Receive feedback information sent by the first terminal; The business will be automatically adjusted based on the feedback information.

2. The business processing method according to claim 1, wherein, The acquisition of call characteristic information includes: Monitor the second call and collect the call characteristic information, wherein the second call includes one of the following: A request initiated by the first terminal to the second terminal or a call established there; A request initiated by the second terminal to the first terminal or a call established there.

3. The business processing method according to claim 2, wherein, The call feature information includes at least one of the following: call duration, number of call attempts, field features, and media stream features.

4. The business processing method according to claim 2, wherein, The call status indication information is used to characterize the request status or call status between the first terminal and the second terminal.

5. The business processing method according to claim 3, wherein, The step of obtaining call status indication information based on the call feature information includes: Based on the call feature information and the preset threshold, call status indication information is obtained.

6. The business processing method according to any one of claims 1 to 4, wherein, The feedback information received from the first terminal includes at least one of the following: Receive interactive information sent by the first terminal through the audio and video channel; The terminal log information of the first terminal is received through the data channel.

7. The business processing method according to claim 6, wherein, The automatic business adjustment based on the feedback information includes one of the following: Based on the interaction information, the business will be adjusted automatically; Based on the interaction information and the user's signed service information, the service will be automatically adjusted.

8. The business processing method according to claim 6 or 7, wherein, The automatic business adjustment based on the feedback information includes one of the following: Based on the terminal log information, the service will be adjusted automatically; Based on the terminal log information and the user's subscribed service information, the service will be automatically adjusted.

9. The business processing method according to claim 1, wherein, The business adjustments include at least one of the following: Adjust business triggering strategies; Business upgrade; Business downgraded.

10. The business processing method according to claim 3, wherein, Based on the call characteristic information, call status indication information is obtained, including at least one of the following: The call status indication information is obtained based on the missing information or marking information of the field features; The call status indication information is obtained based on the missing information or tagging information of the media stream features.

11. The business processing method according to claim 5, wherein, Based on the call feature information and a preset threshold, call status indication information is obtained, including at least one of the following: The call duration is compared with a preset threshold to obtain the call status indication information; The number of trial calls is compared with a preset threshold to obtain the call status indication information.

12. A business processing system, comprising: The call status detection module is used to acquire call feature information and compare the call feature information with the expected result to obtain call status indication information. The feedback information acquisition module is used to receive interactive information sent by the terminal through audio and video channels and data channels; The abnormal call analysis module is used to generate service adjustment suggestions based on the feedback information.

13. A communication device, comprising: At least one processor; At least one memory for storing at least one program; The business processing method as described in any one of claims 1 to 11 is implemented when at least one of the programs is executed by at least one of the processors.

14. A computer-readable storage medium storing computer-executable instructions for performing the business processing method as described in any one of claims 1 to 11.

15. A computer program product comprising a computer program or computer instructions, wherein, The computer program or the computer instructions are stored in a computer-readable storage medium. The processor of the computer device reads the computer program or the computer instructions from the computer-readable storage medium and executes the computer program or the computer instructions, causing the computer device to perform the business processing method as described in any one of claims 1 to 11.

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