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Method for achieving call center video seating through WebRTC technology

A technology of a call center and an implementation method, which is applied in the field of telecommunication and can solve problems such as the inability to support intelligent mobile terminals

Inactive Publication Date: 2013-11-27
PCI TECH GRP CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0004] The purpose of the present invention is to provide a solution based on WebRTC technology for the problem that the existing implementation methods cannot support intelligent mobile terminals in the video call center scenario, which can well meet the requirements of supporting various intelligent mobile terminals

Method used

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  • Method for achieving call center video seating through WebRTC technology

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Embodiment Construction

[0013] The implementation scenario of this patent is that an agent using a mobile smart terminal logs in to a CTI server through a browser supporting WebRTC. The user initiates a call and enters the call center platform. After the CTI server queues up uniformly, it selects an agent of a mobile terminal, transfers the call to this agent, and establishes a video call.

[0014] The implementation process is:

[0015] 1. The agent of the mobile smart terminal logs in to the CTI server through a browser, and establishes a two-way WebSocket connection. Pass parameters: agent number, extension number, password. Communication protocol: WebSocket, the agent browser is the client, and the CTI server is the server.

[0016] 2. The user initiates a call and enters the call center platform, and the call center platform transfers the call to the mobile intelligent terminal agent after unified routing:

[0017] (1) The signaling gateway initiates a call request to the browser through the ...

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Abstract

The invention provides a method for achieving call center video seating through the WebRTC technology. The method includes the steps of achieving the video seating method supporting a smart mobile terminal and application in a call center service by combining the WebRTC technology and the WebSocket technology. The method is characterized in that the WebSocket protocol is adopted to achieve dual-way real-time communication between a browser and a server, and the WebRTC technology is adopted to achieve audio and video collecting, coding, decoding, network transmission and displaying. The method is used for achieving the aim that the video call center seating supports the smart mobile terminal.

Description

technical field [0001] The invention belongs to the technical field of telecommunication, and in particular relates to a method for realizing a seat in a video call center and the application of the method in call center services. Background technique [0002] With the improvement of the 3G network and the maturity of the IMS network, the mobile video call center has become an important growth point of the call center. It combines the key technologies of the Internet, audio and video, and the call center to provide users with high-quality real-time audio and video and comprehensive data service. [0003] Video call centers have been around for a while. However, in existing products, the agent client solution usually uses special softphone software to complete audio and video calls, call control is completed through SIP or H.323 protocol, and CTI function is realized through special OCX. In this way, the client needs to install and deploy multiple modules, and the maintaina...

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Application Information

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IPC IPC(8): H04M3/51H04L29/08H04N7/15
Inventor 邓从健宁学军梁平
Owner PCI TECH GRP CO LTD
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