BACKGROUND SERVICE PROCESS UNIT, POSITION SYSTEM AND CALL CONTROL METHOD THEREOF

• US 20120144052A1
• Filed: 12/21/2009
• Published: 06/07/2012
• Est. Priority Date: 08/26/2009
• Status: Abandoned Application

• Current Assignee: ZTE Corporation
• Original Assignee: ZTE Corporation
• Inventors: Zhong, Jun
• Application Number:
  US13/376,709
• Publication Number:
  US 20120144052A1
• Time in Patent Office: Days
• US Class Current: 709/230
• CPC Class Codes: H04L 65/1026 at the edge
• CPC Class Codes: H04L 65/1046 Call controllers; Call servers
• CPC Class Codes: H04L 65/1069 Session establishment or de-establishment
• CPC Class Codes: H04L 65/1104 Session initiation protocol [SIP]
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04M 3/5125 with remote located operators
• CPC Class Codes: H04M 3/5133 Operator terminal details
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 7/0021 Details of Application Programming Interfaces
• CPC Class Codes: H04M 7/003 Click to dial services
• CPC Class Codes: H04M 7/0033 Notification or handling of incoming calls by a computer

Abstract

The invention discloses a background service process unit, a position system and a method for call control thereof. The method includes: a browser sending an operation request according to a customer representative to a background service process unit through an operation page; the background service process unit judging whether the operation can be performed currently, if yes, sending the operation request to a CTI server; the CTI server forwarding the received operation request to an automatic call distributor for performing, and forwarding an operation completion notification message, after the operation request is performed completely, to the background service process unit; the background service process unit making a switching to a position state according to the operation completion notification message.

Claims

1. A background service process unit, comprising a protocol stack module, a state machine module and a service end access interface module, wherein,

the protocol stack module, connected to a CTI server and an automatic call distributor, is configured to send and receive a TSAPI message and a SIP message, analyze a result of message sending and content of a received message, and deliver an analyzed message to the state machine module for processing;

the state machine module, interfaced with the service end access interface module, is configured to provide validity detection for an operation of a customer representative according to a position state and/or a call state, and maintain the position state and the call state according to a TSAPI message and a SIP message that have been received;

the service end access interface module is configured to provide interfaces of position state and call state control for the customer representative.

2. The background service process unit according to claim 1, wherein, the protocol stack module specifically comprises a TSAPI protocol stack module and a SIP protocol stack module, and the state machine module specifically comprises a position state machine module and a call state machine module;

wherein,

the TSAPI protocol stack module, connected to a CTI server through an IP network, is configured to create and release a TSAPI connection, send and receive a TSAPI message, analyze an acknowledgment of message sending and content of a received message, and deliver an analyzed message to the position state machine module for processing;

the SIP protocol stack module, connected to the automatic call distributor through an IP network, is configured to send and receive a SIP message, analyze the received SIP message and deliver the analyzed SIP message to the call state machine module for processing;

the position state machine module is configured to maintain the state of a position according to a received TSAPI message, and provide control and query of the position state;

the call state machine module is configured to maintain the state of a call according to a TSAPI message and a SIP message that have been received, provide call state query, call control operation and operation validity detection.

3. The background service process unit according to claim 1, wherein the background service process unit further comprises:

a FTP protocol stack module and an update detection module;

wherein,

the FTP protocol stack module, configured to provide FTP file transfer ability;

the update detection module, communicating with the service end access interface module and the FTP protocol stack module, configured to inquire a FTP server regularly through the FTP protocol stack module, check whether a position software has an update, and if an update is discovered, initiate a FTP operation to download the update and register a new position software.

4. The background service process unit according to claim 2, wherein, the background service process unit further comprises:

a RTP protocol stack module and a media encoding and decoding module;

wherein,

the RTP protocol stack module, configured to send and receive media stream packets under control of the SIP protocol stack module, and deliver received media data to a media encoding and decoding module for processing;

the media encoding and decoding module, communicating with the RTP protocol stack module and responsible for encoding and decoding operations of the media data, configured to, after a voice captured by a voice capturing device is converted into digital signals by a voice card, perform encoding compression to the digital signals obtained after the conversion, encapsulate the digital signals after the encoding compression into a RTP message, which is then sent to a correspondent node through the RTP protocol stack module, and deliver decoded data streams to the voice card for synthesis and playback.

5. The background service process unit according to claim 1, wherein the background service process unit further comprises:

a data access client module, communicating with the service end access interface module, configured to provide access function of a position system database for the customer representative after the customer representative initiates a data query operation through an operation page;

the service end access interface module is further configured to provide an access interface of the position system database for the customer representative.

12. The background service process unit according to claim 2, wherein the background service process unit further comprises:

a FTP protocol stack module and an update detection module;

wherein,

the FTP protocol stack module, configured to provide FTP file transfer ability;

the update detection module, communicating with the service end access interface module and the FTP protocol stack module, configured to inquire a FTP server regularly through the FTP protocol stack module, check whether a position software has an update, and if an update is discovered, initiate a FTP operation to download the update and register a new position software.

13. The background service process unit according to claim 2, wherein the background service process unit further comprises:

a data access client module, communicating with the service end access interface module, configured to provide access function of a position system database for the customer representative after the customer representative initiates a data query operation through an operation page;

the service end access interface module is further configured to provide an access interface of the position system database for the customer representative.

6. A browser based position system, comprises a browser and a background service process unit, wherein,

the browser is configured to send an operation request according to a customer representative to the background service process unit through an operation page, the browser comprises an interface access object, which is configured to send the operation request from the customer representative to a service end access interface module of the background service process unit;

the background service process unit, connected to a CTI server and an automatic call distributor, is configured to receive the operation request, judge whether the operation can be performed currently, if yes, send the operation request to the CTI server through a TSAPI protocol, and make a corresponding switching to a position state after receiving an operation completion notification message sent by the CTI server;

the CTI server forwards the received operation request to the automatic call distributor for performing, and forwards, after the performing is completed, the operation completion notification message sent by the automatic call distributor to the background service process unit.

7. The system according to claim 6, wherein,

The browser is further configured to send a login request from the customer representative to the background service process unit through a login page, and switch a current login page to the operation page after receiving a returned login result message;

the background service process unit is further configured to receive the login request, judge whether the customer representative can perform a login operation currently, if yes, then initiate a TSAPI protocol registration to the CTI server, and set a corresponding position state and initiate a SIP protocol registration to the automatic call distributor after the TSAPI protocol registration is successful, and set a corresponding call state and send a login result to the login page opened by the customer representative after the SIP protocol registration is successful.

8. A method for call control of a browser based position system comprises steps:

A, a browser sending an operation request according to a customer representative to a background service process unit through an operation page;

B, the background service process unit receiving the operation request, and judging whether the operation can be performed currently, if yes, sending the operation request to a CTI server;

C, the CTI server forwarding the received operation request to an automatic call distributor for performing, and forwarding an operation completion notification message sent by the automatic call distributor to the background service process unit after the operation request is performed completely;

D, the background service process unit making a corresponding switching to a position state according to the received operation completion notification message.

9. The method according to claim 8, wherein, the specific process for the automatic call distributor to perform the operation are as follows:

after receiving the operation request, the automatic call distributor sending a corresponding operation command to the background service process unit through a SIP protocol;

after receiving the operation command, the background service process unit performing a corresponding media stream control operation, and making a corresponding switching to a call state, thereafter returning an operation completion confirmation message to the automatic call distributor through the SIP protocol;

after receiving the operation completion confirmation message, the automatic call distributor sending an operation completion notification message to the CTI server.

10. The method according to claim 8, wherein, before the step A, the method further comprises the following steps:

the browser sending a login request of the customer representative to the background service process unit through a login page;

the background service process unit receiving the login request, and judging whether the customer representative can perform a login operation currently, if yes, initiating a TSAPI protocol registration to the CTI server, setting a corresponding position state and initiating a SIP protocol registration to the automatic call distributor after the TSAPI protocol registration is successful, and setting a corresponding call state and sending a login result to the login page which is opened by the position after the SIP protocol registration is successful.

11. The method according to claim 9, wherein after receiving the login request, when the background service process unit judges whether the customer representative can perform the login operation currently, if the background service process unit discovers the customer representative is currently in a conversation state and a current service session is not connected to the customer representative, the background service process unit returns a message for prompting whether to connect to the service session to the login page, and when receiving a returned connection request, the background service process unit recreates a connection for the service session.