Call processing method and control apparatus, automatic call distribution apparatus, and agent terminal
Embodiments of the present invention provide a call processing method and control apparatus, an automatic call distribution apparatus, and an agent terminal. The call processing method, which executed by the call control apparatus, includes: receiving, a processing request for a call, and extracting a media connection address and a media capability of an automatic call distribution apparatus; performing, media negotiation based on a media capability of an agent terminal and the automatic call distribution apparatus; and establishing, a media session between the agent terminal and the automatic call distribution apparatus according to a media connection address of the agent terminal, the media connection address of the automatic call distribution apparatus, and a media negotiation result. The embodiments of the present invention can reduce the processing load of an entire cloud server, which effectively ensures the service quality of a call center constructed based on cloud computing technologies.
1. A call processing method based on desktop cloud technology, comprising:
receiving, by a call control apparatus deployed on a cloud server, a processing request for a call, wherein the processing request is distributed by an automatic call distribution apparatus, and carries a media connection address and a media capability of the automatic call distribution apparatus;
performing, by the call control apparatus, media negotiation based on a media capability of an agent terminal connected to the cloud server and the media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and
establishing, by the call control apparatus, a media session between the agent terminal and the automatic call distribution apparatus according to a media connection address of the agent terminal, the media connection address of the automatic call distribution apparatus, and a media negotiation result.
2. The method according to claim 1 , wherein the method further comprises:
controlling, by the call control apparatus, the media session according to a control request for the call, wherein the control request is sent by the agent terminal.
3. The method according to claim 1 , wherein the media negotiation result comprises at least one media capability parameter, wherein a value of each media capability parameter is an intersection between a value of the media capability parameter in the media capability of the agent terminal and a value of the media capability parameter in the media capability of the automatic call distribution apparatus.
4. A call processing method based on desktop cloud technology, comprising:
receiving, by an agent terminal, a media connection address of an automatic call distribution apparatus sent by a call control apparatus deployed on a cloud server and a media negotiation result determined by the call control apparatus by performing media negotiation based on a media capability of the agent terminal and a media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and
establishing, by the agent terminal, a media session with the automatic call distribution apparatus according to the media connection address of the automatic call distribution apparatus and the media negotiation result, and processing a call distributed by the automatic call distribution apparatus by using the media session.
5. The method according to claim 4 , wherein the method further comprises:
sending, by the agent terminal, a corresponding control request to the call control apparatus according to an operation instruction of an agent representative for the call so that the call control apparatus controls the media session according to the control request.
6. A call control apparatus deployed on a cloud server, comprising:
at least one processor, at least one network interface and a memory, the memory stores program codes,
wherein the stored program codes when being executed by the processor, cause the call control apparatus to:
receive a processing request for a call, wherein the processing request is distributed by an automatic call distribution apparatus, and carries a media connection address and a media capability of the automatic call distribution apparatus;
perform media negotiation based on a media capability of an agent terminal connected to the cloud server and the media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and
establish a media session between the agent terminal and the automatic call distribution apparatus according to a media connection address of the agent terminal, the media connection address of the automatic call distribution apparatus, and a media negotiation result, so that the agent terminal processes the call.
7. The apparatus according to claim 6 , wherein the stored program codes when being executed by the processor, cause the call control apparatus further to:
control the media session according to a control request for the call, wherein the control request is sent by the agent terminal.
8. The apparatus according to claim 6 , wherein the media negotiation result comprises at least one media capability parameter, wherein a value of each media capability parameter is an intersection between a value of the media capability parameter in the media capability of the agent terminal and a value of the media capability parameter in the media capability of the automatic call distribution apparatus.
9. An agent terminal, comprising:
at least one processor, at least one network interface and a memory, the memory stores program codes,
wherein the stored program codes when being executed by the processor, cause the agent terminal to:
receive a media connection address of an automatic call distribution apparatus sent by a call control apparatus deployed on a cloud server and a media negotiation result determined by the call control apparatus by performing media negotiation based on a media capability of the agent terminal and a media capability of the automatic call distribution apparatus, the call control apparatus is a virtual machine allocated by the cloud server to the agent terminal; and
establish a media session with the automatic call distribution apparatus according to the media connection address of the automatic call distribution apparatus and the media negotiation, and process a call distributed by the automatic call distribution apparatus by using the media session.
10. The agent terminal according to claim 9 , wherein the stored program codes when being executed by the processor, cause the agent terminal further to
send a corresponding control request to the call control apparatus according to an operation instruction of an agent representative for the call, so that the call control apparatus controls the media session according to the control request.