CN103634484B - Terminal switching method, apparatus and system - Google Patents
Terminal switching method, apparatus and system Download PDFInfo
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- CN103634484B CN103634484B CN201210307716.7A CN201210307716A CN103634484B CN 103634484 B CN103634484 B CN 103634484B CN 201210307716 A CN201210307716 A CN 201210307716A CN 103634484 B CN103634484 B CN 103634484B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W36/00—Hand-off or reselection arrangements
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Abstract
The invention discloses terminal switching methods, apparatus and system, this method comprises: receiving the switching request message that client terminals are initiated, wherein switching request message is for requesting the connection of client terminals switching to target terminal client；Switching terminal client is connected to target terminal client, wherein client terminals and/or target terminal client include cloud client terminals and virtual client.Through the invention, the switching of call center's client terminals and target terminal client has been achieved the purpose that.
Description
Technical field
The present invention relates to the communications fields, in particular to terminal switching method, apparatus and system.
Background technique
With the maturation of cloud computing technology, call center is also gradually shifted to cloud computing platform, based on cloud computing platform
Call center can preferably provide the deployment side to rent call center resource and use as needed such as virtualization call center
Formula.In this way, the maintenance of call center's infrastructure can give the side maintenance for building call center, and provide call center
One side of business is by directly using these resources as needed.It is utilized so as to reach minimum use cost and the maximum of resource.
So-called call center, which refers to, makes full use of modern communication and computer technology, such as interactive voice response subsystem
(Interactive Voice Response, abbreviation IVR), automatic calling distribution (Automatic Call Distributor,
Abbreviation ACD) etc., it can automatically and flexibly handle the operation behaviour of a large amount of a variety of different phone incoming calls and call business and service
Make place.Currently, call center is gradually considered as telemarketing center in enterprise applies.
Currently, call center is mainly made of following functional module from the point of view of according to the state of the art of call center:
Computer telephone integration (Computer Telephony Integration, abbreviation CTI) call processing subsystem
It realizes that screen pops up and realize synchronous transfer, is shown in the information of client on the screen of operator；Call follow management；It is based on
The telephony intelligence Route Selection of computer；Personalized greeting；Calling and outgoing management；" softphone " function for terminal of attending a banquet；
On-line recording function in communication process.And till now, CTI technology has developed into that " computer telecommunication integrates (Computer
Telecommunication Integration) " technology, i.e., " T " therein has developed into " Telecommunication ",
This means that current CTI technology will not only handle traditional call voice, and to handle including fax, Email etc. its
The information medium of its form.
IVR, that is, interactive voice answering (such as: 800 call center's flow chart answering system of interactive voice), calling is used
Family need only can enter service centre with phone, listen to cell phone entertainment product according to operation indicating, can be inputted according to user
Content plays related information.
ACD is also referred to as automatic call distributor, be responsible for customer phone equilibrium assignment, system can real-time tracking attend a banquet state and according to
This generates queue of effectively attending a banquet, and according to queuing algorithm, most suitable queue of attending a banquet is inserted into calling.System can be according to practical need
Call processing method is changed at any time.
Currently, there are many cloud modes for call center, one way in which is the virtualization attended a banquet.That is, traditional attends a banquet
Software client is to run in the cloud resource pool, attends a banquet and is linked into cloud resource pond by similar remote desktop mode, then from money
A server-side of attending a banquet is obtained in the pond of source.Server-side of attending a banquet is contacted as traditional software of attending a banquet with call center again.It attends a banquet
The input of user is transformed into corresponding instruction by agent client and is transferred to the server-side attended a banquet, and is then turned by the server-side attended a banquet
Call center is issued in the instruction that becomes to attend a banquet；Opposite, call center is sent to the message of client also via server-side hair of attending a banquet
Give agent client.
As the mobility requirement of attending a banquet of call center is higher and higher, therefore, the type and need of user's using terminal of attending a banquet
Ask to change at any time.In this way, attend a banquet based on the scene attended a banquet and be possible to sometimes make sometimes using software of attending a banquet again
With virtual agent client.Therefore, cloud call center needs support the user that attends a banquet in common attend a banquet software client and void
It is switched between quasi- agent client.
User is attended a banquet in common attend a banquet software client and the virtual client that attends a banquet for call center in the related technology
The relevant issues switched between end, currently no effective solution has been proposed.
Summary of the invention
It is carried out between software client and virtual agent client for the call center user that attends a banquet in common attending a banquet
The relevant issues of switching, the present invention provides terminal switching methods, apparatus and system, at least to solve the above problems.
According to an aspect of the invention, there is provided a kind of terminal switching method, this method comprises: receiving client terminals
The switching request message of transmission, wherein the switching request message is for requesting the connection by the client terminals to switch to
Target terminal client；Switch the client terminals is connected to the target terminal client, wherein the terminal client
End and/or the target terminal client include cloud client terminals and virtual client.
Preferably, after receiving the switching request message that client terminals are sent, the method also includes: determine the end
End client and the target terminal client belong to same user.
Preferably, when the target terminal client includes cloud client terminals and virtual client, switch the end
The target terminal client that is connected to of end client includes: the connection established with the virtual client；Described virtual
Connection is established between client and the Correspondent Node of the client terminals.
Preferably, before establishing connection between the virtual client and the Correspondent Node of the client terminals, also
It include: the message for receiving scheduling of resource module, wherein the message includes the virtual client for cloud client terminals distribution
The information at end；According to the information of the virtual client, the connection with the virtual client is established.
Preferably, further includes: send the cloud client terminals information and or the virtual client information to institute
State Correspondent Node.
Preferably, after establishing connection between the virtual client and the Correspondent Node of the client terminals, also
It include: that the information that the Correspondent Node is sent is sent to the cloud client terminals by the virtual client；The virtual visitor
Family end receives the operation information and or media information of the cloud client terminals, and sends it to the Correspondent Node.
Preferably, when the client terminals include cloud client terminals and virtual client, switch the terminal visitor
The target terminal client that is connected at family end includes: the second switching request message for receiving the virtual client and sending,
Wherein, second handoff request message includes at least one of: the information of the virtual client, the cloud terminal client
The information at end, the target terminal client-side information；According to the second switching request message by the company of the client terminals
It connects and is switched to the target terminal client.
Preferably, the client terminals are agent client, and the cloud client terminals are attended a banquet for cloud, the virtual visitor
Family end is virtual seat.
According to another aspect of the present invention, a kind of terminal switching method is additionally provided, this method comprises: client terminals are sent out
Send switching request message, wherein the switching request message is for requesting the connection by the client terminals to switch to target
Client terminals, wherein the client terminals and/or target terminal client include cloud client terminals and virtual client
End；The client terminals receive switching response message.
Preferably, the method also includes: the client terminals and the target terminal client belong to same user.
Preferably, when the client terminals include the cloud client terminals and virtual client, by the terminal
It includes: that the virtual client disappears to the second switching request of server transmission that the connection of client, which switches to target terminal client,
Breath, wherein second handoff request message includes at least one of: the information of the virtual client, the cloud terminal
The information of the information of client, the target terminal client.
According to a further aspect of the invention, a kind of terminal switching method is additionally provided, this method comprises: target terminal is objective
Family end receives switching request message, wherein the switching request message is requested for client terminals by the client terminals
Connection switching be connected to the target terminal client, the client terminals and/or target terminal client include cloud end
Hold client and virtual client；Switching request message described in the target terminal client end response.
Preferably, the method also includes: the client terminals and the target terminal client belong to same user.
Preferably, handoff request message described in the target terminal client end response includes: the destination client and institute
It states and establishes connection between the Correspondent Node of client terminals；The client terminals terminate the communication pair with the client terminals
Connection between end.
Preferably, when the target terminal client includes the cloud client terminals and virtual client, the mesh
Mark client terminals respond the handoff request message and include: the information that the virtual client sends the Correspondent Node is sent out
It send to the cloud client terminals；The virtual client receive the cloud client terminals operation information and or media letter
Breath, and send it to the Correspondent Node.
According to a further aspect of the invention, a kind of terminal switching device is additionally provided, comprising: the first receiving module is used
In the switching request message for receiving client terminals initiation, wherein the switching request message is for requesting the terminal visitor
The connection at family end switches to target terminal client；Switching module is connected to the mesh for switch the client terminals
Mark client terminals, wherein the client terminals and/or the target terminal client include cloud client terminals and virtual
Client.
According to a further aspect of the invention, a kind of terminal switching device is additionally provided, client terminals, the device are located at
It include: sending module, for sending switching request message, wherein the switching request message is for requesting the terminal visitor
The connection at family end switches to target terminal client, wherein the client terminals and/or target terminal client include cloud end
Hold client and virtual client；Second receiving module, for receiving switching response message.
According to a further aspect of the invention, a kind of terminal switching device is additionally provided, target terminal client is located at, it should
Device includes: third receiving module, for receiving switching request message, wherein the switching request message is used for terminal client
The connections of client terminals switching is connected to the target terminal client by end request, the client terminals and/or
Target terminal client includes cloud client terminals and virtual client；Respond module, for responding the switching request message.
According to a further aspect of the invention, a kind of terminal switching system is additionally provided, which is characterized in that including above-mentioned
Terminal switching device.
Through the invention, the service switching request message initiated using client terminals are received, wherein service switching request
Message is for requesting the connection of client terminals switching to target terminal client；The service connection of switching terminal client is extremely
Target terminal client, wherein client terminals or target terminal client include cloud client terminals and virtual client.It reaches
The purpose of the switching of call center's client terminals and target terminal client is arrived.
Detailed description of the invention
The drawings described herein are used to provide a further understanding of the present invention, constitutes part of this application, this hair
Bright illustrative embodiments and their description are used to explain the present invention, and are not constituted improper limitations of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart of terminal switching method according to an embodiment of the present invention；
Fig. 2 is the flow chart of another terminal switching method according to an embodiment of the present invention；
Fig. 3 is the flow chart of terminal switching method according to the preferred embodiment of the invention；
Fig. 4 is the structural block diagram of terminal switching device according to an embodiment of the present invention；
Fig. 5 is the structural block diagram of terminal switching device according to the preferred embodiment of the invention；
Fig. 6 is the structural block diagram of another terminal switching device according to an embodiment of the present invention；
Fig. 7 is the schematic diagram that ordinary terminal client according to an embodiment of the present invention is linked into remote server；
Fig. 8 is the schematic diagram that cloud client terminals according to an embodiment of the present invention are linked into remote server；
Fig. 9 is the logical schematic of call center's terminal switching system according to the preferred embodiment of the invention；
Figure 10 is that ordinary terminal client according to the preferred embodiment of the invention to cloud client terminals switches over method
Flow chart；
Figure 11 is that cloud client terminals according to the preferred embodiment of the invention to ordinary terminal client switch over method
Flow chart；
Figure 12 is that common agent client according to the preferred embodiment of the invention to cloud agent client switches over method
Flow chart；
Figure 13 is that cloud agent client according to the preferred embodiment of the invention to common agent client switches over method
Flow chart.
Specific embodiment
Hereinafter, the present invention will be described in detail with reference to the accompanying drawings and in combination with Examples.It should be noted that not conflicting
In the case of, the features in the embodiments and the embodiments of the present application can be combined with each other.
It is higher and higher with making the mobility of attending a banquet at center require, in this way, attending a banquet and being possible to sometimes based on the scene attended a banquet
It waits use to attend a banquet software, sometimes uses virtual agent client again, then, client terminals and target terminal client need to
It to switch over as needed, also, guarantee the continuity of business in handoff procedure.Therefore, in order to solve client terminals
The relevant issues of switching between target terminal client, the present invention provides terminal switching methods.
Fig. 1 is the flow chart of terminal switching method according to an embodiment of the present invention, as shown in Figure 1, this method includes as follows
Step:
Step S102 receives the switching request message that client terminals are initiated, wherein switching request message will for request
The connection of client terminals switches to target terminal client.
Step S104, switching terminal client are connected to target terminal client, wherein client terminals and/or mesh
Marking client terminals includes cloud client terminals and virtual client.
Through the above steps, the service switching request message that client terminals are initiated is received, wherein the service switching request
Message switches to target terminal client for requesting, the service connection of switching terminal client to target terminal client,
In, client terminals or target terminal client include cloud client terminals and virtual client.Reached client terminals with
The purpose of switching between target terminal client.
Preferably, after the service switching request message for receiving client terminals initiation, it is also necessary to determine client terminals
Belong to same user with target terminal client.
Preferably, the mode for determining that client terminals belong to same user with target terminal client can be, but not limited to this
Mode: it is determined eventually according to the information of the information of the client terminals carried in service switching request message and target terminal client
End client and target terminal client belong to same user, it is preferable that the information can be identification information.
Preferably, its current link information that client terminals are sent is received.
Preferably, when client terminals be ordinary terminal client, target terminal client be cloud client terminals and/or
When virtual terminal client, service connection to the target terminal client of switching terminal client includes: foundation and virtual client
The session connection at end, wherein virtual client is that cloud client terminals are distributed in cloud resource pond；Send the letter of virtual client
It ceases to the Correspondent Node of ordinary terminal client, media links is established between virtual client and Correspondent Node；Disconnect with it is general
The service connection of logical client terminals.
It is established before media links between virtual client and Correspondent Node, further includes: receive the money in cloud resource pond
The response message of source scheduler module, wherein response message information includes the letter of the virtual client distributed to cloud client terminals
Breath；According to the information of virtual client, the session connection with virtual client is established.
It is established after media links between virtual client and Correspondent Node, it is also necessary to send the letter of cloud client terminals
It ceases to Correspondent Node.
Established after media links between virtual client and Correspondent Node, further includes: virtual client by its with it is logical
The business information of letter opposite end is sent to cloud client terminals；The operation information of virtual client reception cloud client terminals.
Preferably, when client terminals are cloud client terminals and/or virtual terminal client, target terminal client is
When ordinary terminal client, service connection to the target terminal client of switching terminal client includes: that virtual client receives
The first switching request message that cloud client terminals are sent, wherein the first handoff request message includes: the mark of cloud client terminals
Know information, type of service, ordinary terminal client-side information；Virtual client is sent out according to the first switching request message to server
Send the second switching request message, wherein the second handoff request message includes: the information of virtual client, current virtual client
Service connection information.
The service connection of switching terminal client is to target terminal client further include: according to the industry of current virtual client
Business link information, is switched to ordinary terminal client for current service connection information；Respond virtual client, virtual client
Winding-up connection, and disconnect the service connection with cloud client terminals.
Fig. 2 is the flow chart of another terminal switching method according to an embodiment of the present invention, as shown in Fig. 2, this method packet
Include following steps:
Step S202, client terminals send switching request message, wherein switching request message is for requesting terminal visitor
The connection at family end switches to target terminal client, wherein client terminals and/or target terminal client include cloud terminal visitor
Family end and virtual client.
Step S204, client terminals receive switching response message.
Through the above steps, the switching between call center's terminal is realized.
Fig. 3 is the flow chart of terminal switching method according to the preferred embodiment of the invention, as shown in figure 3, this method includes
Following steps:
Step S302, target terminal client receive switching request message, wherein switching request message is used for terminal client
The connection switching of client terminals is connected to target terminal client, client terminals and/or target terminal client by end request
End includes cloud client terminals and virtual client.
Step S304, target terminal client end response switching request message.
Preferably, in the method, client terminals and target terminal client belong to same user.
Preferably, switching request message further include: the current service connection information of client terminals and Correspondent Node.
When target terminal client is cloud client terminals and virtual client, the service connection switching of client terminals
It include: that virtual client and call center establish session connection to target terminal client, wherein virtual client is resource tune
Module assignment is spent to cloud client terminals；It is established the link between virtual client and the Correspondent Node of client terminals.
Preferably, after being established the link between virtual client and the Correspondent Node of client terminals, virtual client
The business information of itself and Correspondent Node is sent to cloud client terminals；The operation of virtual client reception cloud client terminals
With or media information.
When client terminals are cloud client terminals and/or virtual client, the service connection switching of client terminals
It include: the first switching request message that virtual client receives that cloud client terminals are sent to target terminal client, wherein the
One request message includes: the identification information of cloud client terminals, target terminal client-side information；Virtual client is cut according to first
Request message is changed, sends the second switching request message to server, wherein the second handoff request message includes: virtual client
Information, the information of cloud client terminals.
Preferably, switching terminal client is connected to target terminal client further include: virtual client response first
Switching request message terminates its session connection and/or media links；Virtual client disconnects the company between cloud client terminals
It connects.
In the present embodiment, additionally provide call center's terminal switching device, the device for realizing above-described embodiment and
Its preferred embodiment, the descriptions that have already been made will not be repeated, and the modules being related to below to the device are illustrated.
If used below, the combination of the software and/or hardware of predetermined function is may be implemented in term " module ".Although implementing below
System and method described in example are preferably realized with software, but the combined realization of hardware or software and hardware
And may and be contemplated.
Fig. 4 is the structural block diagram of terminal switching device in call center's according to an embodiment of the present invention, as shown in figure 4, the dress
It sets including the first receiving module 40 and switching module 42.The modules of the device and its function are illustrated below.
First receiving module 40, for receiving the service switching request message of client terminals initiation, wherein service switching
Request message switches to target terminal client for requesting；Switching module 42 is connected to the first receiving module 40, for switching
The service connection of client terminals is to target terminal client, wherein client terminals and/or target terminal client include cloud
Client terminals and/or virtual client.
Fig. 5 is the structural block diagram of terminal switching device according to the preferred embodiment of the invention, as shown in figure 5, the device packet
Include sending module 50 and the second receiving module 52.Sending module 50, for sending switching request message, wherein switching request disappears
Breath switches to target terminal client for requesting, wherein client terminals and/or target terminal client include cloud terminal visitor
Family end and virtual client；Second receiving module 52, the response message completed for receiving switching.
Preferably, determining module be used for according to the identification informations of the client terminals carried in service switching request message and
The identification information of target terminal client determines that client terminals and target terminal client belong to same user.
Preferably, in cloud call center, client terminals are ordinary terminal client or cloud client terminals, target terminal
Client is cloud client terminals and/or ordinary terminal client.
Fig. 6 is the structural block diagram of another terminal switching device according to an embodiment of the present invention, which includes: that third connects
Receive module 60 and switching module 62.The modules of the device and its function are illustrated below.
Third receiving module 60, for receiving switching request message, wherein switching request message is asked for client terminals
Ask switching to be connected to target terminal client, client terminals and/or target terminal client include cloud client terminals and/or
Virtual client；Respond module 62 is connected to third switching module 60, for responding the switching request message.
Below by taking the switching between call center's client terminals and target terminal client as an example, in conjunction with above-described embodiment
And its preferred embodiment is illustrated.Embodiment and its preferred embodiment below propose general in cloud computing application
Logical client terminals (Client) be based between cloud client terminals (Cloud Client) based on business continuity mode
The method of switching.Particularly, by taking cloud call center as an example, in cloud call center, agent client (Agent Client) with
The method of the switching based on business continuity mode between call center's cloud agent client (Cloud Agent).
Fig. 7 is the schematic diagram that ordinary terminal client according to an embodiment of the present invention is linked into remote server, such as Fig. 7 institute
Show, ordinary terminal client: referring to the terminal same or similar with the terminal in non-cloud computing architecture, typically is provided with stronger
Computing capability (such as: graphics calculations ability, media processing capacity, service conversation control etc.), in cloud call center, ordinary terminal
Client is agent client.Server can be calculating and storage resource based on cloud computing framework mode.
Fig. 8 is the schematic diagram that cloud client terminals according to an embodiment of the present invention are linked into remote server, such as Fig. 8 institute
Show, the cloud terminal positioned at terminal side is usually all weaker terminal type of computing capability and storage capacity.Common mode packet
It includes: thin terminal (Thin Client) etc..In this case, network side needs the void for serving cloud client terminals
Quasi- client.Its one side is interacted with cloud client terminals, receives the operational order of user, or result information is returned to cloud
Client terminals；Still further aspect is interacted with server, plays the part of the role of client terminals.The operational order of user is reacted
To server, the data and instruction etc. that server is sent is received.That is, cloud client terminals: including two parts, one
Dividing is the client (Thin Client) for being located at terminal side, and another part is operate in the void in the cloud resource pond of network side
Quasi- client (Virtualized Client).Client positioned at terminal side is mainly responsible for showing, interact with user；
And it is located at the processing that the virtual client in resource pool is responsible for actual client business logic, and media handling etc., function one
Aspect acts as the client interacted with server, and still further aspect is interacted with the client terminals for being located at terminal side,
It is responsible for the rendering of practical client relevant business calculating and graph image, and calculated result is fed back into client terminals, together
When receive the operation informations of client terminals, be sent to server after translating into corresponding instruction.
Server be call center manual service module (CTI:Computer Telephony Integration or
MSF:Manual Service Function) and/or call session task module, for providing the control of call session and appointing
What distribution function.
In the examples below, to the switching between the ordinary terminal client and cloud client terminals of cloud call center,
And guarantee that the client terminals switching of business continuance is illustrated.It should be noted that ordinary terminal client and cloud terminal
Client can actively be initiated current service connection (session connection, media connection) being switched to other side.
One, when initiating to initiate service switching to cloud client terminals from ordinary terminal client, switching method step
It is as follows:
Step 1: initiating switching request from normal client end to server, target terminal is included at least in the request message
The information (e.g., including mark etc.) of client, application layer conversation information, current ordinary terminal client media connect letter
The type information or type indication information of breath and target terminal client.
Step 2: server is upon receiving a request, determined according to the information (including: identification information etc.) of both sides' client
Target terminal client and ordinary terminal client belong to a user.
Step 3: when target terminal client type is cloud client terminals, then money of the server into cloud resource pond
Source scheduler module (Resource Scheduling Module, referred to as RSM) requests assignment to the virtual of cloud client terminals
The information of client, the request include the information of cloud client terminals.
Step 4: scheduling of resource module searches according to the information (for example, identification information) of cloud client terminals and obtains void
The information of quasi- client, then returns to server for information.The information of the virtual client includes at least: virtual client
Identification information, address information etc..
Step 5: server establishes the session information with virtual client according to the information of virtual client.
Step 6: after server and virtual client establish session link, server is by the information of virtual client
It notifies to Correspondent Node, optionally, server also notifies the information of cloud client terminals to Correspondent Node.Correspondent Node and void
Quasi- client establishes media links.
Step 7: corresponding media information also (is included: by virtual client in virtual client and opposite end communication process
Interface information, multimedia messages etc.) cloud client terminals are sent to, while receiving the operation information of cloud client terminals.
Secondly, to the switching method step initiated from ordinary terminal client when initiating service switching to cloud client terminals
It is illustrated.
One, when initiating to initiate service switching to normal client end from cloud client terminals, steps are as follows for switching method:
Step 1: cloud client terminals initiate switching request to virtual client, cloud terminal visitor is included at least in the request
The identification information at family end, type of service or instruction information (terminal switching), target terminal information (mark of target terminal) etc..
Step 2: solicited message of the virtual client according to cloud client terminals, sends request message, request to server
Message includes at least: the identification informations of cloud client terminals, type of service or instruction information (terminal switching), target terminal information
(mark of target terminal), the information of virtual client (mark of virtual client), the session of current virtual client and matchmaker
Body link information.
Step 3: request message of the server according to virtual client, judges target terminal client and cloud terminal client
End belongs to same user.
Step 4: server cuts current session information according to the session and media link information of current virtual client
It changes in target terminal client.Then server responds virtual client.Virtual client terminates session and connects with media, so
Cloud client terminals are responded afterwards.Connection between cloud client terminals and virtual client disconnects.
The embodiment of the present invention is described in detail with reference to the accompanying drawing.It should be noted that the case where not conflicting
Under, the features in the embodiments and the embodiments of the present application can mutual any combination.
Fig. 9 is the logical schematic of call center's terminal switching system according to the preferred embodiment of the invention, such as Fig. 9 institute
Show, which includes two aspects: terminal side and network platform side.Terminal side: including entity have ordinary terminal client, cloud
Client terminals and Correspondent Node；Network platform side: including entity have server, virtual client and scheduling of resource mould
Block.
Ordinary terminal client directly can carry out service interaction by server and Correspondent Node.Cloud client terminals need
Service interaction is carried out by server and Correspondent Node by virtual client.For cloud client terminals and virtual terminal,
During switching between starting, end and cloud client terminals and ordinary terminal client, resource is also related to
Resource allocation, recycling and the scheduling of scheduler module.Server is by the interaction between scheduling of resource module, to ordinary terminal visitor
Switching between family end and cloud client terminals is managed and controlled.
Figure 10 is that ordinary terminal client according to the preferred embodiment of the invention to cloud client terminals switches over method
Flow chart, as shown in Figure 10, this method comprises the following steps:
There is service connection at step S1002, normal client end by server and Correspondent Node.Ordinary terminal client passes through
Service connection relationship is maintained between server and the Correspondent Node of distal end.
Step S1004, cloud client have connected with virtual client.Cloud client terminals have been started up, and establish with
Connection between the virtual client of network side.
Step S1006, ordinary terminal client receive switching command.Ordinary terminal client, which receives, to be needed to be switched to mesh
Mark the command information of client terminals.
Step S1008, ordinary terminal user end to server send terminal switching request message, include target in the message
Information (including mark etc.), the active client application layer conversation information, current ordinary terminal client of client terminals
The type information or type indication information of media link information and target terminal client.
Two clients of step S1010, server confirmation switching front and back belong to same user, and judge the target of switching
Client is cloud client.Server disappears after receiving the terminal switching request from ordinary terminal client according to request
The client terminals of breath, the client terminals and target that determine request belong to the same user.Meanwhile server also judges to be somebody's turn to do
The target terminal client of terminal request is cloud client terminals type.
Step S1012, server search the information of virtual client.Server is according to the scheduling of resource module to network side
The information of the corresponding virtual client of request target cloud client terminals.
Step S1014, scheduling of resource module return to the information of virtual client.Cloud end is distributed in the return of scheduling of resource module
The information of the virtual client at end, comprising: identification information (such as: ID, URL), address information (such as: IP address, port) etc.
Information；
Step S1016, server establish the connection with virtual client.Server is received according to from scheduling of resource module
Information service connection therewith is established according to the information of virtual client.
Step S1018, virtual client notify the switching of cloud client terminals.Virtual client further notifies that cloud terminal is objective
Family end, include in notification information terminal switching relevant information (such as: the information of source ordinary terminal client, Correspondent Node
Information etc.).
Step S1020, server notify Correspondent Node switching.Server also sends notification information, communication to Correspondent Node
It include the information (such as: virtual client client information, cloud terminal client client information etc.) of switching target object in information.
Step S1022, cloud client terminals are by establishing business chain between virtual client and server and Correspondent Node
It connects.Virtual client establishes the service connection with Correspondent Node terminal.Meanwhile virtual client is also established and cloud client terminals
Service connection.
Step S1024, server notify the switching of ordinary terminal client to complete.Server sends to normal client end and notifies
Message notifies the switching of its client terminals to complete.
Step S1026, ordinary terminal client terminate the service connection relationship between server.Switching is completed.
Figure 11 is that cloud client terminals according to the preferred embodiment of the invention to ordinary terminal client switch over method
Flow chart, as shown in figure 11, this method comprises the following steps:
Step S1102, cloud client terminals pass through keeps business to connect between virtual client and server and Correspondent Node
It connects.Keep service connection relationship between cloud client terminals and virtual client, virtual client by server with communicate pair
Service connection relationship is kept between end.
Step S1104, cloud client terminals receive switching command.The switching that cloud client terminals receive client terminals is asked
Ask, include: in switching request message the identification informations of cloud client terminals, type of service or instruction information (terminal switching),
Target terminal information (mark of target terminal) etc..
Step S1106, cloud client terminals request switching client.Cloud client terminals send terminal to virtual terminal and cut
Request message is changed, includes: that (terminal is cut for the identification informations of cloud client terminals, type of service or instruction information in request message
Change), target terminal information (mark of target terminal), the information of virtual client (mark of virtual client), current virtual
The session and media link information of client.
Step S1108, virtual client request switching client.Virtual client sends client terminals to server and cuts
Change request message.
The client of step S1110, server judgement switching front and back belong to same user and switch mode.Server exists
After receiving switching request message, according to the request message of virtual client, target terminal client and cloud client terminals are judged
Belong to the same user that attends a banquet.
Step S1112, server and ordinary terminal client establish service connection.Server and ordinary terminal client it
Between be attached relationship.
Step S1114, server notify Correspondent Node switching.Server further sends client terminals to Correspondent Node
Handoff notification message.
Step S1116 establishes service connection between normal client end and Correspondent Node.Normal client end and destinations traffic are whole
Service connection relationship is established between end.
Step S1118, server notify virtual client switching to complete.Server sends notice to virtual client and disappears
Breath, notice switching are completed.
Step S1120, virtual client notify the switching of cloud client terminals to complete.Virtual client terminates and server
Service connection, then, virtual client send a notification message to cloud client terminals, and notice switching is completed.
Step S1122, the connection of cloud client terminals winding-up.
Step S1124, server notify scheduling of resource module to recycle virtual client.Server is sent out to scheduling of resource module
Send notification message, notice recycling virtual client.
The preferred embodiment for terminal switching in cloud call center that the present invention will now be explained with reference to the accompanying drawings, Tu12Shi
Common agent client according to the preferred embodiment of the invention switches over the flow chart of method, such as Figure 12 to cloud agent client
Shown, this method comprises the following steps:
Step S1202, common agent client pass through Call Center Server to call center user service.Commonly attend a banquet
Client provides call center's business service to the call center user client of distal end by Call Center Server.
Step S1204, cloud client and the virtual seat attended a banquet have connected.Cloud agent client has been started up, and builds
The vertical connection between the virtual seat client of network side.
Step S1206 attends a banquet and issues terminal switching command to client.Common agent client receives needs and is switched to
The command information of target agent client.
Step S1208 attends a banquet and sends terminal switching request to call center.Common agent client is sent to call center
Terminal of attending a banquet switching request message includes the information (including mark etc.) of target agent client in message, currently attend a banquet client
End application layer conversation information, current commonly attend a banquet the media link information of client terminals and the class of target agent client
Type information or type indication information.
Two clients of step S1210, call center confirmation switching front and back belong to same user, and judge the mesh of switching
Mark client is cloud client.Call center is after receiving the terminal switching request from common agent client, according to asking
Message is sought, the agent client of the agent client and target that determine request belongs to the same user.Meanwhile call center
The target agent client for judging the request of attending a banquet is cloud agent client type.
The information of virtual seat client is searched by step S1212, call center.Call center is according to the resource to network side
The information of the corresponding virtual seat client of scheduler module request target cloud agent client.
Step S1214, scheduling of resource module return to the information of virtual seat client.The return of scheduling of resource module is distributed to
The information of the virtual seat of cloud agent client, comprising: the letter such as identification information (ID, URL), address information (IP address, port)
Breath.
Step S1216, call center establish the connection with virtual seat client.Call center is according to from scheduling of resource mould
The information that block receives establishes service connection therewith according to the information of virtual seat.
Step S1218, virtual seat notify the switching of cloud agent client.Virtual seat further notifies that cloud is attended a banquet client
End includes the relevant information of terminal switching in notification information, such as: the letter of the information of the common agent client in source, Correspondent Node
Breath etc..
Step S1220, call center notify the switching of call center user client.Call center is also sent to Correspondent Node
Notification information, include in the communication information switching target object information (such as: virtual seat client-side information, cloud are attended a banquet client
Client information etc.)
Step S1222, cloud agent client of attending a banquet pass through between virtual seat client and call center and Correspondent Node
Establish service chaining.Virtual seat client establishes the service connection with Correspondent Node terminal.Meanwhile virtual seat client
Establish the service connection with cloud agent client.
Step S1224, call center notify common agent client switching to complete.Call center is to common agent client
It sends a notification message, the switching of its agent client is notified to complete.
The service connection of step S1226, conclusion call center and opposite end.Common agent client terminates and call center
Between service connection relationship.Switching is completed.
Figure 13 is that cloud agent client according to the preferred embodiment of the invention to common agent client switches over method
Flow chart, as shown in figure 13, this method comprises the following steps:
Step S1302, cloud agent client provide service to user client by virtual seat and call center.Cloud is sat
Between seat client and virtual seat client keep service connection relationship, virtual seat client by call center with communicate
Service connection relationship is kept between opposite end.
Step S1304, cloud agent client receive the switching command of terminal.The switching that cloud agent client receives user is asked
Ask, include: in switching request message the identification information of cloud agent client, type of service or instruction information (terminal switching),
Target is attended a banquet end message (mark of target terminal) etc..
Step S1306, cloud agent client request switching client.Cloud agent client is sent to virtual seat client
Terminal switching request message, include: in request message identification information, type of service or the instruction information of cloud agent client (eventually
End switching), the target terminal information mark of terminal (target attend a banquet), information (the virtual seat client of virtual seat client
Mark), the session of current virtual agent client and media link information.
Step S1308, virtual seat client request switch client.Virtual seat client is to Call Center Server
Send terminal agent client switching request message.
The client of step S1310, call center judgement switching front and back belong to same user and switch mode.In calling
The heart is after receiving switching request message, according to the request message of virtual seat client, judges that target agent client and cloud are sat
Seat client belongs to same user.
Step S1312, call center and common agent client establish service connection.Call Center Server and virtual seat
Relationship is attached between seat client.
Step S1314, call center notify the switching of call center user client.Call Center Server is further to logical
Letter opposite end sends client terminals handoff notification message of attending a banquet.
Step S1316, common agent client and call center user client establish service connection.Commonly attend a banquet client
Service connection relationship is established between end and call center user client.
Step S1318, call center notify the switching of virtual seat client to complete.Call Center Server is to virtual seat
Client sends a notification message, and notice switching is completed.
Step S1320, the switching of virtual seat client notification cloud agent client are completed.Virtual seat client terminate with
The service connection of Call Center Server, then, virtual seat client send a notification message to cloud agent client, and notice is cut
Change completion.
Step S1322, the connection of cloud agent client winding-up.The connection of cloud agent client winding-up.
Step S1324, call center notify scheduling of resource module to recycle virtual seat client.Call center is to resource tune
Degree module sends a notification message, notice recycling virtual seat client.
Through the above steps, it realizes and attends a banquet user in common cutting between software and virtual agent client of attending a banquet
It changes, ensure that the continuity of business.
Those of ordinary skill in the art will appreciate that all or part of the steps in the above method can be instructed by program
Related hardware is completed, and program can store in computer readable storage medium, such as read-only memory, disk or CD.It can
One or more integrated circuits can be used also to realize in selection of land, all or part of the steps of above-described embodiment.Correspondingly, above-mentioned
Each module/unit in embodiment can take the form of hardware realization, can also be realized in the form of software function module.
The present invention is not limited to the combinations of the hardware and software of any particular form.
The above is only a preferred embodiment of the present invention, and certainly, the invention may also have other embodiments, without departing substantially from this
In the case where spirit and its essence, those skilled in the art make various corresponding changes in accordance with the present invention
And deformation, but these corresponding changes and modifications all should fall within the scope of protection of the appended claims of the present invention.
Obviously, those skilled in the art should be understood that each module of the above invention or each step can be with general
Computing device realize that they can be concentrated on a single computing device, or be distributed in multiple computing devices and formed
Network on, optionally, they can be realized with the program code that computing device can perform, so as to be stored in
It is performed by computing device in storage device, perhaps they are fabricated to each integrated circuit modules or will be in them
Multiple modules or step be fabricated to single integrated circuit module to realize.In this way, the present invention is not limited to any specific hard
Part and software combine.
The foregoing is only a preferred embodiment of the present invention, is not intended to restrict the invention, for the skill of this field
For art personnel, the invention may be variously modified and varied.All within the spirits and principles of the present invention, made any to repair
Change, equivalent replacement, improvement etc., should all be included in the protection scope of the present invention.
Claims (16)
1. a kind of terminal switching method, which is characterized in that this method comprises:
Receive the switching request message that client terminals are sent, wherein the switching request message is for requesting the terminal
The connection of client switches to target terminal client；
Switch the client terminals is connected to the target terminal client, wherein when the client terminals are common
When client terminals, the target terminal client is cloud client terminals and virtual client, when the client terminals are
Cloud client terminals and virtual client, the target terminal client are ordinary terminal client, wherein virtual client is
Distribute to cloud client terminals in the cloud resource pond of network side；
Wherein, the client terminals and the target terminal client belong to same user.
2. the method according to claim 1, wherein when the target terminal client includes cloud client terminals
When with virtual client, the target terminal client that is connected to for switching the client terminals includes:
Establish the connection between the virtual client；
Connection is established between the virtual client and the Correspondent Node of the client terminals.
3. according to the method described in claim 2, it is characterized in that, in the logical of the virtual client and the client terminals
Letter is established before connection between opposite end, further includes:
Receive the message of scheduling of resource module, wherein the message includes the virtual client for cloud client terminals distribution
The information at end；
According to the information of the virtual client, the connection with the virtual client is established.
4. according to the method described in claim 2, it is characterized by further comprising: send the cloud client terminals information and
Or the information of the virtual client is to the Correspondent Node.
5. according to the method described in claim 4, it is characterized in that, in the logical of the virtual client and the client terminals
Letter is established after connection between opposite end, further includes:
The information that the Correspondent Node is sent is sent to the cloud client terminals by the virtual client；
The virtual client receive the cloud client terminals operation information and or media information, and send it to institute
State Correspondent Node.
6. the method according to claim 1, wherein when the client terminals include cloud client terminals and void
When quasi- client, the target terminal client that is connected to for switching the client terminals includes:
Receive the second switching request message that the virtual client is sent, wherein second handoff request message include with
It is at least one lower: the information of the virtual client, the information of the cloud client terminals, target terminal client letter
Breath；
The connection of the client terminals is switched to the target terminal client according to the second switching request message.
7. method according to claim 1-6, which is characterized in that the client terminals are agent client,
The cloud client terminals are attended a banquet for cloud, and the virtual client is virtual seat.
8. a kind of terminal switching method, which is characterized in that this method comprises:
Client terminals send switching request message, wherein the switching request message is for requesting the client terminals
Connection switch to target terminal client, wherein when the client terminals are ordinary terminal client, the target is whole
Holding client is cloud client terminals and virtual client, when the client terminals are cloud client terminals and virtual client
End, the target terminal client are ordinary terminal client, wherein virtual client is that the cloud resource pond of network side is distributed to
Cloud client terminals；
The client terminals receive switching response message；
Wherein, the client terminals and the target terminal client belong to same user.
9. according to the method described in claim 8, it is characterized in that, when the client terminals include the cloud client terminals
When with virtual client, the connection of the client terminals, which is switched to target terminal client, includes:
The virtual client sends the second switching request message to server, wherein second handoff request message includes
At least one of: the information of the virtual client, the information of the cloud client terminals, the target terminal client
Information.
10. a kind of terminal switching method, which is characterized in that this method comprises:
Target terminal client receives switching request message, wherein the switching request message will for client terminals request
The connection switching of the client terminals is connected to the target terminal client, when the client terminals are ordinary terminal visitor
When the end of family, the target terminal client is cloud client terminals and virtual client, when the client terminals are cloud terminal
Client and virtual client, the target terminal client are ordinary terminal client, wherein virtual client is network side
Cloud resource pond distribute to cloud client terminals；
Switching request message described in the target terminal client end response；
Wherein, the client terminals and the target terminal client belong to same user.
11. according to the method described in claim 10, it is characterized in that, switching request described in the target terminal client end response
Message includes:
Connection is established between the target terminal client and the Correspondent Node of the client terminals；
The client terminals terminate the connection between the Correspondent Node of the client terminals.
12. according to the method for claim 11, which is characterized in that when the target terminal client includes the cloud terminal
When client and virtual client, handoff request message described in the target terminal client end response is included:
The information that the Correspondent Node is sent is sent to the cloud client terminals by the virtual client；
The virtual client receive the cloud client terminals operation information and or media information, and send it to logical
Believe opposite end.
13. a kind of terminal switching device characterized by comprising
First receiving module, for receiving the switching request message of client terminals initiation, wherein the switching request message is used
The connection of the client terminals is switched into target terminal client in request；
Switching module is connected to the target terminal client for switch the client terminals, wherein when the terminal
When client is ordinary terminal client, the target terminal client is cloud client terminals and virtual client, when described
Client terminals are cloud client terminals and virtual client, and the target terminal client is ordinary terminal client, wherein
Virtual client is that cloud client terminals are distributed in the cloud resource pond of network side；
Wherein, the client terminals and the target terminal client belong to same user.
14. a kind of terminal switching device, which is characterized in that be located at client terminals, which includes:
Sending module, for sending switching request message, wherein the switching request message is for requesting the terminal client
The connection at end switches to target terminal client, wherein when the client terminals are ordinary terminal client, the target
Client terminals are cloud client terminals and virtual client, when the client terminals are cloud client terminals and virtual client
End, the target terminal client are ordinary terminal client, wherein virtual client is that the cloud resource pond of network side is distributed to
Cloud client terminals；
Second receiving module, for receiving switching response message；
Wherein, the client terminals and the target terminal client belong to same user.
15. a kind of terminal switching device, which is characterized in that be located at target terminal client, which includes:
Third receiving module, for receiving switching request message, wherein the switching request message is requested for client terminals
The connection of the client terminals is switched into the target terminal client, when the client terminals are ordinary terminal client
When end, the target terminal client is cloud client terminals and virtual client, when the client terminals are cloud terminal visitor
Family end and virtual client, the target terminal client are ordinary terminal client, wherein virtual client is network side
Distribute to cloud client terminals in cloud resource pond；
Respond module, for responding the switching request message；
Wherein, the client terminals and the target terminal client belong to same user.
16. a kind of terminal switching system, which is characterized in that including the described in any item terminal switching devices of claim 13-15.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210307716.7A CN103634484B (en) | 2012-08-27 | 2012-08-27 | Terminal switching method, apparatus and system |
| PCT/CN2013/081739 WO2014032531A1 (en) | 2012-08-27 | 2013-08-19 | Method, device and system for terminal handover |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210307716.7A CN103634484B (en) | 2012-08-27 | 2012-08-27 | Terminal switching method, apparatus and system |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN103634484A CN103634484A (en) | 2014-03-12 |
| CN103634484B true CN103634484B (en) | 2019-01-04 |
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201210307716.7A Expired - Fee Related CN103634484B (en) | 2012-08-27 | 2012-08-27 | Terminal switching method, apparatus and system |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN103634484B (en) |
| WO (1) | WO2014032531A1 (en) |
Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105407241A (en) * | 2014-06-10 | 2016-03-16 | 华为技术有限公司 | Seat equipment switching method, device and system |
| CN108200298A (en) * | 2016-12-23 | 2018-06-22 | 云帧（上海）信息技术有限公司 | Method of calling and system based on call center system |
| CN112714185B (en) * | 2020-12-30 | 2022-03-18 | 威创集团股份有限公司 | Access seat system |
| CN114070888B (en) * | 2021-11-10 | 2024-04-12 | 中国联合网络通信集团有限公司 | Service processing method, server, equipment and system based on cloud terminal |
Family Cites Families (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US8924569B2 (en) * | 2009-12-17 | 2014-12-30 | Intel Corporation | Cloud federation as a service |
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
| US8699499B2 (en) * | 2010-12-08 | 2014-04-15 | At&T Intellectual Property I, L.P. | Methods and apparatus to provision cloud computing network elements |
| CN102638475B (en) * | 2011-02-11 | 2014-12-10 | 运软网络科技(上海)有限公司 | Multi-dimensional intelligent service point virtual desktop method and infrastructure |
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2012
- 2012-08-27 CN CN201210307716.7A patent/CN103634484B/en not_active Expired - Fee Related
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|---|---|
| CN103634484A (en) | 2014-03-12 |
| WO2014032531A1 (en) | 2014-03-06 |
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