阅读说明：本技术 通话的建立方法、装置、电子设备及计算机可读存储介质 (Call establishment method and device, electronic equipment and computer readable storage medium ) 是由 赵新阳 郭敏鸿 范会善 王炼 罗贤桂 贺文明 黄振光 赵华 炊向军 董劲麟 于 2020-11-30 设计创作，主要内容包括：本申请实施例提供了一种通话的建立方法、装置、电子设备及计算机可读存储介质。该方法包括：当接收到通过客户的呼叫请求时,从处于空闲状态的坐席中确定目标坐席,呼叫请求是通过数据通道控制接口传输的；通过语音通道控制接口建立客户与目标坐席的通话。基于本方案,通过将将话务台客户端软电话的控制数据以及通话语音数据分离的方式来建立客户与坐席的通话,由可以通过HTTP协议建立与数据通道控制接口的交互,因此可以避免因部署客户端软件造成的工作量大,提高了部署效率。(The embodiment of the application provides a call establishing method and device, electronic equipment and a computer readable storage medium. The method comprises the following steps: when receiving a call request through a client, determining a target agent from agents in an idle state, wherein the call request is transmitted through a data channel control interface; and establishing the conversation between the client and the target seat through the voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.)

1. A method for establishing a call, comprising:

when receiving a call request through a client, determining a target agent from agents in an idle state, wherein the call request is transmitted through a data channel control interface;

and establishing the conversation between the client and the target seat through a voice channel control interface.

2. The method of claim 1, wherein establishing the call between the customer and the agent via a voice channel control interface comprises:

calling the telephone bound with the target seat through a voice channel control interface;

and when the response operation of the target seat is detected, establishing the conversation between the client and the target seat.

3. The method of claim 2, further comprising:

and when the call is carried out on the telephone bound to the target seat, sending a notification message to the target seat.

4. The method according to any one of claims 1-3, further comprising:

and when the on-hook operation of the client or the target seat is detected, hanging up the conversation between the client and the target seat.

5. A method for establishing a call, comprising:

receiving an outbound request of an agent, wherein the outbound request is transmitted through a data channel control interface;

and establishing the communication between the seat and the client corresponding to the outbound request through a voice channel control interface.

6. The method of claim 5, wherein the call between the agent and the client corresponding to the outbound request is established through a voice channel control interface,

calling the telephone bound by the seat through a voice channel control interface;

when the response operation of the target seat is detected, calling the telephone bound by the customer through a voice channel control interface;

and when the response operation of the client is detected, establishing the conversation between the client and the target seat.

7. An apparatus for establishing a call, comprising:

the system comprises an agent determining module, a data channel control interface and a data processing module, wherein the agent determining module is used for determining a target agent from agents in an idle state when receiving a call request through a client, and the call request is transmitted through the data channel control interface;

and the call establishing module is used for establishing the call between the client and the target seat through a voice channel control interface.

8. An apparatus for establishing a call, comprising:

the outbound request receiving module is used for receiving an outbound request of an agent, wherein the outbound request is transmitted through a data channel control interface;

and the call establishing module is used for establishing the call between the seat and the client corresponding to the outbound request through a voice channel control interface.

9. An electronic device comprising a processor and a memory;

the memory is used for storing operation instructions;

the processor is used for executing the method of any one of claims 1-6 by calling the operation instruction.

10. A computer-readable storage medium, characterized in that the storage medium has stored thereon a computer program which, when being executed by a processor, carries out the method of any one of claims 1-6.

Technical Field

The present application relates to the field of communications technologies, and in particular, to a method and an apparatus for establishing a call, an electronic device, and a computer-readable storage medium.

Background

In order to meet the requirements of users, a financial institution and the like generally set a call center, and the agents of the call center can realize the services for the users by communicating with the customers.

The devices in the call center generally need to deploy the attendant clients independently, but the agents in the call center may be distributed more dispersedly, which results in a huge workload for deploying the attendant clients and a low deployment efficiency.

Disclosure of Invention

The present application aims to solve at least one of the above technical drawbacks. The technical scheme adopted by the application is as follows:

in a first aspect, an embodiment of the present application provides a method for establishing a call, where the method includes:

when receiving a call request through a client, determining a target agent from agents in an idle state, wherein the call request is transmitted through a data channel control interface;

and establishing the conversation between the client and the target seat through the voice channel control interface.

Optionally, the establishing a call between the client and the agent through the voice channel control interface includes:

calling the telephone bound with the target seat through a voice channel control interface;

and when the response operation of the target seat is detected, establishing the conversation between the client and the target seat.

Optionally, the method further includes:

when a call is made to the target agent bound phone, a notification message is sent to the target agent.

Optionally, the method further includes:

and when the on-hook operation of the client or the target seat is detected, hanging up the conversation between the client and the target seat.

In a second aspect, an embodiment of the present application provides another call establishment method, where the method includes:

receiving an outbound request of an agent, wherein the outbound request is transmitted through a data channel control interface;

and establishing a call between the seat and a client corresponding to the outbound request through the voice channel control interface.

Optionally, a call between the seat and the client corresponding to the outbound request is established through the voice channel control interface,

calling the telephone bound by the seat through a voice channel control interface;

when the response operation of the target seat is detected, calling the telephone bound by the customer through a voice channel control interface;

and when the response operation of the client is detected, establishing the conversation between the client and the target seat.

In a third aspect, an embodiment of the present application provides a device for establishing a call, where the device includes:

the system comprises an agent determining module, a data channel control interface and a data processing module, wherein the agent determining module is used for determining a target agent from agents in an idle state when receiving a call request through a client, and the call request is transmitted through the data channel control interface;

and the call establishing module is used for establishing a call between the client and the target seat through the voice channel control interface.

Optionally, the call establishing module is specifically configured to:

calling the telephone bound with the target seat through a voice channel control interface;

and when the response operation of the target seat is detected, establishing the conversation between the client and the target seat.

Optionally, the apparatus further comprises:

and the notification module is used for sending a notification message to the target agent when the call is made to the telephone bound to the target agent.

Optionally, the apparatus further comprises:

and the hang-up module is used for hanging up the conversation between the client and the target seat when the hang-up operation of the client or the target seat is detected.

In a fourth aspect, an embodiment of the present application provides another apparatus for establishing a call, where the apparatus includes:

the outbound request receiving module is used for receiving an outbound request of the seat, and the outbound request is transmitted through a data channel control interface;

and the call establishing module is used for establishing a call between the seat and a client corresponding to the outbound request through the voice channel control interface.

Optionally, the call establishing module is specifically configured to:

the system comprises an agent determining module, a data channel control interface and a data processing module, wherein the agent determining module is used for determining a target agent from agents in an idle state when receiving a call request through a client, and the call request is transmitted through the data channel control interface;

and the call establishing module is used for establishing a call between the client and the target seat through the voice channel control interface.

In a fifth aspect, an embodiment of the present application provides an electronic device, including: a processor and a memory;

a memory for storing operating instructions;

a processor, configured to execute the call establishment method as shown in any implementation manner of the first aspect of the present application by calling an operation instruction.

In a sixth aspect, the present application provides a computer-readable storage medium, on which a computer program is stored, where the computer program, when executed by a processor, implements the call establishment method shown in any implementation manner of the first aspect of the present application.

The technical scheme provided by the embodiment of the application has the following beneficial effects:

according to the scheme provided by the embodiment of the application, when the call request of the client transmitted through the data channel control interface is received, the target seat is determined from the seats in the idle state, and therefore the conversation between the client and the target seat is established through the voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

Drawings

In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings used in the description of the embodiments of the present application will be briefly described below.

Fig. 1 is a schematic flowchart of a call establishment method according to an embodiment of the present application;

FIG. 2 is a schematic flow chart of a telephone traffic client logging in CTI in the embodiment of the present application;

FIG. 3 is a schematic flow chart illustrating event monitoring performed on a console client according to an embodiment of the present disclosure;

FIG. 4 is a schematic flow chart illustrating a process for receiving a user call in an embodiment of the present application;

FIG. 5 is a schematic flow chart of an agent calling a user in the embodiment of the present application;

fig. 6 is a schematic flow chart illustrating active hanging up of an agent in a call process according to the embodiment of the present application;

fig. 7 is a schematic flow chart illustrating a process of actively hanging up a client in a call process according to an embodiment of the present application;

fig. 8 is a flowchart illustrating another call establishment method according to an embodiment of the present application;

fig. 9 is a schematic structural diagram of a call establishment apparatus according to an embodiment of the present application;

fig. 10 is a schematic structural diagram of another call setup apparatus according to an embodiment of the present application;

fig. 11 is a schematic structural diagram of an electronic device according to an embodiment of the present application.

Detailed Description

Reference will now be made in detail to embodiments of the present application, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the drawings are exemplary only for the purpose of explaining the present application and are not to be construed as limiting the present invention.

As used herein, the singular forms "a", "an", "the" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will be further understood that the terms "comprises" and/or "comprising," when used in this specification, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof. It will be understood that when an element is referred to as being "connected" or "coupled" to another element, it can be directly connected or coupled to the other element or intervening elements may also be present. Further, "connected" or "coupled" as used herein may include wirelessly connected or wirelessly coupled. As used herein, the term "and/or" includes all or any element and all combinations of one or more of the associated listed items.

To make the objects, technical solutions and advantages of the present application more clear, embodiments of the present application will be described in further detail below with reference to the accompanying drawings.

The following describes the technical solutions of the present application and how to solve the above technical problems with specific embodiments. The following several specific embodiments may be combined with each other, and details of the same or similar concepts or processes may not be repeated in some embodiments. Embodiments of the present application will be described below with reference to the accompanying drawings.

Fig. 1 shows a flowchart of a call establishment method provided in an embodiment of the present application, and as shown in fig. 1, the method mainly includes:

step S110, when receiving a call request through a client, determining a target seat from the seats in an idle state, wherein the call request is transmitted through a data channel control interface;

and step S120, establishing the conversation between the client and the target seat through the voice channel control interface.

In the embodiment of the application, the control data of the soft phone at the client of the attendant console and the call voice data can be separated and respectively controlled by the data channel control interface and the voice channel control interface.

In particular, the data channel control interface may control the soft phone operations and event interactions of the attendant client based on the HTTP protocol. The soft phone of the client of the attendant console can be logged in through the data channel control interface, and an external caller number is bound during logging in.

The voice channel control interface realizes the establishment and control of the voice channels of the user and the attendant console based on standard communication protocols (including but not limited to SIP protocol, ISUP protocol, PRI protocol and the like).

In the embodiment of the present application, a data channel control interface and a voice channel control interface provided by a CTI (Computer telephony Integration) module may access the data channel control interface provided by the CTI module through an HTTP protocol.

Because the attendant console client can establish interaction with the data channel control interface through the HTTP protocol and can deploy the WEB attendant console client based on the B/S framework, the attendant console client does not perform more complicated client software installation and deployment processes.

In the embodiment of the application, when a call request transmitted through a data channel control interface is received, a target agent for responding to the call request can be determined from agents in an idle state, and then a conversation between a client and the target agent is established through a voice channel control interface.

According to the method provided by the embodiment of the application, when the call request of the client transmitted through the data channel control interface is received, the target seat is determined from the seats in the idle state, and therefore the conversation between the client and the target seat is established through the voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

In an optional mode of the embodiment of the present application, establishing a call between a client and an agent through a voice channel control interface includes:

calling the telephone bound with the target seat through a voice channel control interface;

and when the response operation of the target seat is detected, establishing the conversation between the client and the target seat.

In the embodiment of the application, when a call between a client and an agent is established, a call can be made to a telephone bound with a target agent through a voice channel control interface, a response operation request is sent to a console client of the target agent through a data channel control interface, and when response operation of the target agent for the response operation request is detected, the call between the client and the target agent is established.

In an optional manner of the embodiment of the present application, the method further includes:

when a call is made to the target agent bound phone, a notification message is sent to the target agent.

In this embodiment, a notification message may also be sent to the destination agent when a call is made to the destination agent-bound phone, for example, the notification message may be in the form of a ring notification.

In an optional manner of the embodiment of the present application, the method further includes:

and when the on-hook operation of the client or the target seat is detected, hanging up the conversation between the client and the target seat.

In the embodiment of the application, when the fact that the user or any one of the target agents carries out the on-hook operation is detected, the conversation between the user and the target agents is hung up.

As an example, fig. 2 shows a flow diagram of a traffic client logging in CTI in the embodiment of the present application.

As shown in fig. 2, taking the login job number as a1 and the binding phone number as T1 as an example, a specific flow of initiating a CTI login request by an attendant console client is as follows:

step S201, the client of the attendant console calls login operation through a CTI data channel control interface, and sets a login work number A1 and a bound telephone number T1.

Step S202, after the CTI module receives the login operation request of the attendant console client, the CTI module logs in the A1 job number

In step S203, the CTI module notifies the attendant console client of the login event.

And step S204, after the client of the attendant console receives the login event result returned by the CTI module, displaying the login state on an interface, and setting the follow-up operation which can be carried out by the client of the attendant console according to the login state.

As an example, fig. 3 shows a schematic flowchart of event listening to an attendant client in an embodiment of the present application. As shown in fig. 3, the details are as follows:

step S301, after logging in successfully, the client of the attendant console calls a data channel control interface of the CTI module to monitor the real-time event notification of the A1 job number.

Step S302, the CTI module receives the event monitoring request of the A1 job number and inquires the event information of the A1 job number.

Step S303, the CTI module judges whether the A1 job number has an event to be notified, if so, the step S304 is carried out; if no event needs to be notified currently, the process proceeds to step S306.

And step S304, the CTI module returns an event notification message of A1 job number through the HTTP request connection established in the step S301.

And S305, the client module of the attendant console submits the service for event processing by receiving the event notification information of the A1 job number sent by the CTI module, and simultaneously reenters the step S301 so as to acquire a new event notification.

Step S306, the CTI module blocks the HTTP request initiated in step S301.

Step S307, the CTI module judges whether the blocking request is overtime, if not, the CTI module enters the step S303 to continuously wait for the event notification of the job number A1; if time out, the process proceeds to step S308.

And step S308, the CTI feeds back an A1 job number no-event notification message through the HTTP request established in the step S301.

Step S309, the attendant console client receives the no-event notification information of the A1 job number sent by the CTI module, submits the service for event processing, and simultaneously reenters the step S301 so as to acquire a new event notification.

As an example, fig. 4 shows a schematic flow chart of answering a user call in the embodiment of the present application. As shown in fig. 4, the details are as follows:

and step S401, after the work number A1 is successfully logged in, calling a data channel control interface of the CTI module and setting the data channel control interface to be in an idle state.

Step S402, the CTI module completes the operation of the idle state and informs the client module of the attendant console of the idle state setting event. After receiving the idle state setting event structure in a modularization mode, the client of the attendant console displays the idle state on an interface, and sets follow-up operation which can be carried out by the client according to the state.

And S403, calling the user, queuing by the CTI module, and selecting an idle seat employee number A1.

In step S404, the CTI module sends a call request event to the attendant console client module logged in by the work number A1.

Step S405, after receiving the call request event of the CTI module, the client module of the attendant console calls a data channel control interface of the CTI module to answer the call.

Step S406, after receiving the response operation sent by the client-side module of the attendant console, the CTI module calls the telephone number bound with the work number A1.

Step S407, in the calling process, the CTI module sends the telephone number ringing event notification bound with the work number A1, after the attendant console client logged in by the work number A1 receives the ringing event, the interface displays the ringing state, and sets the follow-up operation which can be performed by the client according to the state.

Step S408, in the calling process, the CTI module sends a telephone number response event notification bound with the work number A1, after the attendant console client logged in by the work number A1 receives the response event, the interface displays the response state, and sets the follow-up operation which can be carried out by the client according to the state.

As an example, fig. 5 shows a schematic flow chart of an agent calling user in the embodiment of the present application. As shown in fig. 5, the details are as follows:

step S501, in the process of communication, the operator station client logged in with the work number A1 calls a data channel control interface of the CTI module to initiate an outbound request, and an outbound user is set to be U1.

Step S502, after receiving the outbound call operation initiated by the work number A1, the CTI module firstly calls the phone number T1 bound with the work number A1;

step S503, after the telephone number T1 bound with the work number A1 answers the call, the CTI module sends a telephone response event to the attendant console client logged in with the work number A1. After the operator station client logged in by the operator number A1 receives the telephone answering event, the interface displays the telephone answering state, and sets the follow-up operation which can be carried out by the client according to the state.

The CTI module initiates a call to user U1, step S504.

Step S505, after receiving user UI ringing message, CTI sends user UI ringing event to attendant console client logged in with A1, after receiving ringing event, attendant console client displays ringing event state on interface, and sets follow-up operation that can be carried out by client according to state

And step S506, after receiving the user UI response message, the CTI sends the user UI response event to the attendant console client logged in by the work number A1, and after receiving the response event, the attendant console client displays the state of the response event on an interface and sets subsequent operations which can be carried out by the client according to the state.

As an example, fig. 6 shows a schematic flow chart of actively hanging up an agent during a call according to an embodiment of the present application. As shown in fig. 6, the details are as follows:

step S601, the user U1 establishes a call with the job number A1

Step S602, in the process of communication, the job number A1 actively initiates the on-hook operation

Step S603, after the CTI receives the active on-hook operation initiated by the work number A1, the CTI hangs up the telephone number T1 bound with the work number A1;

step S604, after the CTI receives the active on-hook operation initiated by the job number A1, the user U1 is hung up;

step S605, CTI sends the call end event notice to the operator station client logged in with the job number A1, the interface displays the call end state after the operator station client receives the call end event, and sets the follow-up operation that the client can carry out according to the state

And step S606, after the call is finished, the CTI automatically changes the work number A1 state into a non-call state, and sends a work number state change event notice to the operator station client logged in by the work number A1. After receiving the work number state change event, the client of the attendant console displays the current state on the interface, and sets the follow-up operation which can be carried out by the client according to the state

As an example, fig. 7 is a schematic flowchart illustrating a process of actively hanging up a client during a call according to an embodiment of the present application. As shown in fig. 7, the details are as follows:

step S701, a user U1 establishes a call with a job number A1;

step S702, in the communication process, a user U1 actively initiates an on-hook operation;

step S703, after the CTI receives the active on-hook operation initiated by the user U1, the CTI hangs up the telephone number T1 bound by the work number A1;

step S704, the CTI sends a call end event notice to the attendant console client logged in by the work number A1, and after the attendant console client receives the call end event, the interface displays the call end state and sets the follow-up operation which can be carried out by the client according to the state;

step S705, after the call is finished, the CTI automatically changes the work number A1 state to a non-call state, and sends a work number state change event notice to the operator station client logged in with the work number A1. And after the client of the attendant console receives the work number state change event, displaying the current state on an interface, and setting the follow-up operation which can be carried out by the client according to the state.

Fig. 8 is a flowchart illustrating another call establishment method according to an embodiment of the present application, where as shown in fig. 8, the method mainly includes:

step S810, receiving an outbound request of the seat, wherein the outbound request is transmitted through a data channel control interface;

and S820, establishing the communication between the seat and the client corresponding to the outbound request through the voice channel control interface.

In the embodiment of the application, the agent can initiate an outbound request to a client through a console client according to actual requirements, and then establishes a call between the client and a target agent through a voice channel control interface.

According to the method provided by the embodiment of the application, the call-out request transmitted by the data channel control interface is received, and the communication between the seat and the client corresponding to the call-out request is established through the voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

In an optional mode of the embodiment of the application, the conversation between the seat and the client corresponding to the outbound request is established through the voice channel control interface,

calling the telephone bound by the seat through a voice channel control interface;

when the response operation of the target seat is detected, calling the telephone bound by the customer through a voice channel control interface;

and when the response operation of the client is detected, establishing the conversation between the client and the target seat.

In the embodiment of the application, when a call between a client and an agent is established, a telephone bound with the agent can be called through the voice channel control interface, when a response operation of the target agent for a response operation request is detected, the telephone bound with the client is called through the voice channel control interface, and when a response operation of the client for the response operation request is detected, a call between the client and the target agent is established.

Based on the same principle as the method shown in fig. 1, fig. 9 shows a schematic structural diagram of a call setup device provided in an embodiment of the present application, and as shown in fig. 9, the call setup device 90 may include:

an agent determining module 910, configured to determine a target agent from agents in an idle state when a call request through a client is received, where the call request is transmitted through a data channel control interface;

and a call establishing module 920, configured to establish a call between the client and the target agent through the voice channel control interface.

According to the device provided by the embodiment of the application, when a call request of a client transmitted through the data channel control interface is received, the target seat is determined from the seats in the idle state, and therefore the conversation between the client and the target seat is established through the voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

Optionally, the call establishing module is specifically configured to:

calling the telephone bound with the target seat through a voice channel control interface;

and when the response operation of the target seat is detected, establishing the conversation between the client and the target seat.

Optionally, the apparatus further comprises:

and the notification module is used for sending a notification message to the target agent when the call is made to the telephone bound to the target agent.

Optionally, the apparatus further comprises:

and the hang-up module is used for hanging up the conversation between the client and the target seat when the hang-up operation of the client or the target seat is detected.

It is understood that the above modules of the call establishing apparatus in the present embodiment have functions of implementing corresponding steps of the call establishing method in the embodiment shown in fig. 1. The function can be realized by hardware, and can also be realized by executing corresponding software by hardware. The hardware or software includes one or more modules corresponding to the functions described above. The modules can be software and/or hardware, and each module can be implemented independently or by integrating a plurality of modules. For the functional description of each module of the above call establishment apparatus, reference may be specifically made to the corresponding description of the call establishment method in the embodiment shown in fig. 1, and details are not repeated here.

Based on the same principle as the method shown in fig. 8, fig. 10 shows a schematic structural diagram of a call establishment apparatus provided in an embodiment of the present application, and as shown in fig. 10, the call establishment apparatus 100 may include:

the outbound request receiving module 1010 is used for receiving an outbound request of an agent, wherein the outbound request is transmitted through a data channel control interface;

a call establishing module 1020, configured to establish a call between the agent and the client corresponding to the outbound request through the voice channel control interface.

The device provided by the embodiment of the application establishes the communication between the seat and the client corresponding to the outbound request through the voice channel control interface by receiving the outbound request transmitted by the data channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

Optionally, the call establishing module is specifically configured to:

the system comprises an agent determining module, a data channel control interface and a data processing module, wherein the agent determining module is used for determining a target agent from agents in an idle state when receiving a call request through a client, and the call request is transmitted through the data channel control interface;

and the call establishing module is used for establishing a call between the client and the target seat through the voice channel control interface.

It is to be understood that the above modules of the call establishment apparatus in the present embodiment have functions of implementing the corresponding steps of the call establishment method in the embodiment shown in fig. 8. The function can be realized by hardware, and can also be realized by executing corresponding software by hardware. The hardware or software includes one or more modules corresponding to the functions described above. The modules can be software and/or hardware, and each module can be implemented independently or by integrating a plurality of modules. For the functional description of each module of the above-mentioned call establishment apparatus, reference may be specifically made to the corresponding description of the call establishment method in the embodiment shown in fig. 8, and details are not described here again.

The embodiment of the application provides an electronic device, which comprises a processor and a memory;

a memory for storing operating instructions;

and the processor is used for executing the call establishment method provided by any embodiment of the application by calling the operation instruction.

As an example, fig. 11 shows a schematic structural diagram of an electronic device to which an embodiment of the present application is applicable, and as shown in fig. 11, the electronic device 2000 includes: a processor 2001 and a memory 2003. Wherein the processor 2001 is coupled to a memory 2003, such as via a bus 2002. Optionally, the electronic device 2000 may also include a transceiver 2004. It should be noted that the transceiver 2004 is not limited to one in practical applications, and the structure of the electronic device 2000 is not limited to the embodiment of the present application.

The processor 2001 is applied to the embodiment of the present application to implement the method shown in the above method embodiment. The transceiver 2004 may include a receiver and a transmitter, and the transceiver 2004 is applied to the embodiments of the present application to implement the functions of the electronic device of the embodiments of the present application to communicate with other devices when executed.

The Processor 2001 may be a CPU (Central Processing Unit), general Processor, DSP (Digital Signal Processor), ASIC (Application Specific Integrated Circuit), FPGA (Field Programmable Gate Array) or other Programmable logic device, transistor logic device, hardware component, or any combination thereof. Which may implement or perform the various illustrative logical blocks, modules, and circuits described in connection with the disclosure. The processor 2001 may also be a combination of computing functions, e.g., comprising one or more microprocessors, DSPs and microprocessors, and the like.

Bus 2002 may include a path that conveys information between the aforementioned components. The bus 2002 may be a PCI (Peripheral Component Interconnect) bus, an EISA (Extended Industry Standard Architecture) bus, or the like. The bus 2002 may be divided into an address bus, a data bus, a control bus, and the like. For ease of illustration, only one thick line is shown in FIG. 11, but this is not intended to represent only one bus or type of bus.

The Memory 2003 may be a ROM (Read Only Memory) or other type of static storage device that can store static information and instructions, a RAM (Random Access Memory) or other type of dynamic storage device that can store information and instructions, an EEPROM (Electrically Erasable Programmable Read Only Memory), a CD-ROM (Compact Disc Read Only Memory) or other optical Disc storage, optical Disc storage (including Compact Disc, laser Disc, optical Disc, digital versatile Disc, blu-ray Disc, etc.), a magnetic disk storage medium or other magnetic storage device, or any other medium that can be used to carry or store desired program code in the form of instructions or data structures and that can be accessed by a computer, but is not limited to these.

Optionally, the memory 2003 is used for storing application program code for performing the disclosed aspects, and is controlled in execution by the processor 2001. The processor 2001 is configured to execute the application program code stored in the memory 2003 to implement the call establishment method provided in any embodiment of the present application.

The electronic device provided by the embodiment of the application is applicable to any embodiment of the method, and is not described herein again.

Compared with the prior art, when a call request of a client transmitted through a data channel control interface is received, a target seat is determined from seats in an idle state, and therefore conversation between the client and the target seat is established through a voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

The embodiment of the present application provides a computer-readable storage medium, where a computer program is stored on the computer-readable storage medium, and when the computer program is executed by a processor, the computer program implements the call establishment method shown in the above method embodiment.

The computer-readable storage medium provided in the embodiments of the present application is applicable to any of the embodiments of the foregoing method, and is not described herein again.

Compared with the prior art, the embodiment of the application provides a computer readable storage medium, when a call request of a client transmitted through a data channel control interface is received, a target seat is determined from the seats in an idle state, and therefore a call between the client and the target seat is established through a voice channel control interface. Based on the scheme, the conversation between the client and the seat is established by separating the control data of the soft phone of the client of the attendant console from the conversation voice data, and the interaction with the data channel control interface can be established through the HTTP protocol, so that the workload caused by deploying client software can be avoided being large, and the deployment efficiency is improved.

It should be understood that, although the steps in the flowcharts of the figures are shown in order as indicated by the arrows, the steps are not necessarily performed in order as indicated by the arrows. The steps are not performed in the exact order shown and may be performed in other orders unless explicitly stated herein. Moreover, at least a portion of the steps in the flow chart of the figure may include multiple sub-steps or multiple stages, which are not necessarily performed at the same time, but may be performed at different times, which are not necessarily performed in sequence, but may be performed alternately or alternately with other steps or at least a portion of the sub-steps or stages of other steps.

The foregoing is only a partial embodiment of the present invention, and it should be noted that, for those skilled in the art, various modifications and decorations can be made without departing from the principle of the present invention, and these modifications and decorations should also be regarded as the protection scope of the present invention.