Call processing method and control apparatus, automatic call distribution apparatus, and agent terminal

摘要

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.

主权项

1. A call processing method based on desktop cloud technology, the method 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 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; sending, by the call control apparatus, a media negotiation result to the agent terminal; receiving, by the agent terminal, a media session request from the automatic call distribution apparatus, and establishing, by the agent terminal, a media session between the agent terminal and the automatic call distribution apparatus according to the media negotiation result; and processing, by the agent terminal, a call distributed by the automatic call distribution apparatus by using the media session.