Classifications

• • H—ELECTRICITY
  • H04—ELECTRIC COMMUNICATION TECHNIQUE
  • H04W—WIRELESS COMMUNICATION NETWORKS
  • H04W36/00—Hand-off or reselection arrangements

Definitions

• the present invention relates to the field of communications, and in particular, to a terminal handover method, apparatus, and system.
• BACKGROUND With the maturity of cloud computing technologies, call centers are gradually shifting to cloud computing platforms, and cloud computing platform-based call centers can better provide virtualized call centers and the like to lease call center resources and use them on demand. In this way, the maintenance of the call center infrastructure can be maintained by the party building the call center, while the party providing the call center service uses these resources directly as needed. This allows for the lowest possible use of the lowest cost of use and resources.
• the so-called call center refers to making full use of modern communication and computer technologies, such as interactive voice response subsystem.
• IVR Interactive Voice Response
• ACD Automatic Call Distributor
• CTI Computer Telephony Integration
• the call processing subsystem realizes screen pop-up and realizes synchronous transfer, so that the customer's information is displayed. On the operator's screen; call tracking management; computer-based telephone intelligent routing; personalized greetings; incoming and outgoing calls; "softphone" function of the agent terminal; online recording function during the call.
• IVR is an interactive voice response (for example: Interactive Voice 800 Call Center Flowchart Response System).
• the calling user can access the service center only by telephone. Listen to the mobile entertainment products according to the operation prompts, and play according to the content input by the user. information.
• ACD is also called automatic queuing machine, which is responsible for the balanced allocation of customer calls.
• the system can track the agent status in real time and generate a valid agent queue accordingly. According to the queuing algorithm, the call is inserted into the most appropriate agent queue. The system can change the call handling method at any time according to actual needs.
• call centers have multiple cloudization methods, one of which is the virtualization of agents.
• the traditional agent software client runs in the cloud resource pool, and the agent accesses the cloud resource pool through a similar remote desktop mode, and then obtains an agent server from the resource pool.
• the agent server then contacts the call center like a traditional agent software.
• the input of the agent user is transferred from the agent client to the corresponding command and transmitted to the server of the agent, and then the server of the agent is converted into the agent command and sent to the call center; on the contrary, the message sent by the call center to the client is also via the agent server. Send to the agent client.
• the call mobility requirements of call centers become higher and higher, the types and needs of the seats used by the agents may change at any time.
• the present invention provides a terminal handover method, apparatus, and system to address at least the above problems, in connection with the problem that a call center agent user switches between a common agent software client and a virtual agent client.
• a terminal handover method includes: receiving a handover request message sent by a terminal client, where the handover request message is used to request to switch a connection of the terminal client to a target a terminal client; switching the connection of the terminal client to the target terminal client, wherein the terminal client and/or the target terminal client include a cloud terminal client and a virtual client.
• the method further includes: determining that the terminal client and the target terminal client belong to the same user.
• switching the connection of the terminal client to the target terminal client comprises: establishing a connection with the virtual client; A connection is established between the client and the communication peer of the terminal client.
• the method before the establishing of the connection between the virtual client and the communication client of the terminal client, the method further includes: receiving a message of the resource scheduling module, where the message includes a virtuality allocated to the cloud terminal client Information of the client; establishing a connection with the virtual client according to the information of the virtual client.
• the method further includes: sending information of the cloud terminal client and/or information of the virtual client to the communication peer.
• the method further includes: sending, by the virtual client, information sent by the communication peer to the cloud terminal client; Receiving, by the virtual client, operation information and/or media information of the cloud terminal client, and sending the same to the communication pair
• the switching the connection of the terminal client to the target terminal client comprises: receiving a second handover request message sent by the virtual client,
• the second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and target terminal client information; and the terminal according to the second handover request message
• the client's connection is switched to the target terminal client.
• the terminal client is a client client
• the cloud terminal client is a cloud agent
• the virtual client is a virtual agent.
• a terminal handover method includes: the terminal client sends a handover request message, where the handover request message is used to request to switch the connection of the terminal client to a target a terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client; the terminal client receives a handover response message.
• the method further includes: the terminal client and the target terminal client belong to the same user.
• the switching the connection of the terminal client to the target terminal client comprises: sending, by the virtual client, a second handover request message to the server
• the second handover request message includes at least one of the following: information of the virtual client, information of the cloud terminal client, and information of the target terminal client.
• a terminal handover method is further provided, the method includes: receiving, by a target terminal client, a handover request message, where the handover request message is used by a terminal client to request the terminal client
• the connection switch is connected to the target terminal client, and the terminal client and/or the target terminal client includes a cloud terminal client and a virtual client; and the target terminal client responds to the handover request message.
• the method further includes: the terminal client and the target terminal client belong to the same user.
• the target terminal client responding to the handover request message includes: establishing, by the target client, a connection between a communication peer end of the terminal client; and ending, by the terminal client, a communication pair with the terminal client The connection between the ends.
• the target terminal client responding to the handover request message includes: sending, by the virtual client, the communication peer The information is sent to the cloud terminal client; the virtual client receives operation information and/or media information of the cloud terminal client, and sends the information to the communication peer.
• a terminal switching apparatus including: a first receiving module, configured to receive a handover request message initiated by a terminal client, where the handover request message is used to request the The connection of the terminal client is switched to the target terminal client; the switching module is configured to switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal Client and virtual client.
• a terminal switching apparatus which is located at a terminal client, and includes: a sending module, configured to send a handover request message, where the handover request message is used to request the The terminal client's connection is switched to the target terminal client, where the terminal client and/or the target terminal client includes a cloud terminal client and a virtual client; and the second receiving module is configured to receive a handover response message.
• a terminal switching device which is located at a target terminal client, and the device includes: a third receiving module, configured to receive a handover request message, where the handover request message is used by the terminal The client requests to connect the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client; and the response module is configured to respond to the Switch the request message.
• a terminal switching system is further provided, comprising the terminal switching device described above.
• the service switching request message initiated by the receiving terminal client is used, where the service switching request message is used to request to switch the connection of the terminal client to the target terminal client; and the service connection of the switching terminal client is connected to the target terminal client.
• the terminal client or the target terminal client includes a cloud terminal client and a virtual client. The purpose of switching between the call center terminal client and the target terminal client is achieved.
• FIG. 1 is a flowchart of a terminal handover method according to an embodiment of the present invention
• FIG. 2 is a flowchart of another terminal handover method according to an embodiment of the present invention
• FIG. 3 is a flowchart according to a preferred embodiment of the present invention.
• FIG. 4 is a block diagram showing the structure of a terminal switching apparatus according to an embodiment of the present invention.
• FIG. 5 is a block diagram showing the structure of a terminal switching apparatus according to a preferred embodiment of the present invention
• FIG. 7 is a schematic diagram of a general terminal client accessing a remote server according to an embodiment of the present invention
• FIG. 8 is a cloud terminal client accessing a remote server according to an embodiment of the present invention
• FIG. 9 is a schematic diagram of a call center terminal switching system according to a preferred embodiment of the present invention
• FIG. 10 is a flowchart of a method for a general terminal client to switch to a cloud terminal client according to a preferred embodiment of the present invention
• Is a flowchart of a method for switching a cloud terminal client to a normal terminal client according to a preferred embodiment of the present invention
• FIG. 12 is a diagram of the present invention.
• FIG. 13 is a flowchart of a method for a cloud agent client to switch to a normal agent client according to a preferred embodiment of the present invention.
• FIG. 1 is a flowchart of a terminal handover method according to an embodiment of the present invention.
• the method includes the following steps: Step S102: Receive a handover request message initiated by a terminal client, where a handover request message is used to request The connection of the terminal client is switched to the target terminal client.
• Step S104 Switch the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client.
• a service switching request message initiated by the terminal client where the service switching request message is used to request to switch to the target terminal client, and the service connection of the switching terminal client is connected to the target terminal client, where the terminal client or
• the target terminal client includes a cloud terminal client and a virtual client.
• the purpose of switching between the terminal client and the target terminal client is achieved.
• the manner of determining that the terminal client and the target terminal client belong to the same user may be, but is not limited to, the method: determining the terminal client and the target terminal client according to the information of the terminal client carried in the service switching request message and the information of the target terminal client.
• the end belongs to the same user, and preferably, the information may be identification information.
• the current connection information sent by the terminal client is received.
• switching the service connection of the terminal client to the target terminal client includes: establishing a session with the virtual client
• the virtual client is a cloud resource pool allocated to the cloud terminal client; the virtual client sends the information to the communication terminal of the ordinary terminal client, and establishes a media link between the virtual client and the communication peer; The business connection of the terminal client.
• the method further includes: receiving a response message of the resource scheduling module in the cloud resource pool, where the response message information includes information of the virtual client allocated to the cloud terminal client; The client's information establishes a session connection with the virtual client.
• the method further includes: sending, by the virtual client, the service information of the communication client to the cloud terminal client; the virtual client receiving the operation information of the cloud terminal client.
• the service connection of the switching terminal client to the target terminal client includes: the virtual client receiving the cloud terminal
• the first handover request message sent by the client where the first handover request message includes: the identifier information of the cloud terminal client, the service type, the common terminal client information, and the virtual client sends the second message to the server according to the first handover request message.
• the handover request message, where the second handover request message includes: information of the virtual client, service connection information of the current virtual client.
• the switching of the service connection of the terminal client to the target terminal client further includes: switching the current service connection information to the ordinary terminal client according to the service connection information of the current virtual client; responding to the virtual client, the virtual client ends the service connection, and is disconnected Open a business connection with the cloud terminal client.
• FIG. 2 is a flowchart of another terminal handover method according to an embodiment of the present invention. As shown in FIG. 2, the method includes the following steps: Step S202: A terminal client sends a handover request message, where a handover request message is used for requesting Switching the connection of the terminal client to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client. Step S204: The terminal client receives the handover response message.
• FIG. 3 is a flowchart of a terminal handover method according to a preferred embodiment of the present invention.
• the method includes the following steps: Step S302: A target terminal client receives a handover request message, where a handover request message is used for a terminal client.
• the terminal requests to connect the terminal client's connection to the target terminal client, and the terminal client and/or the target terminal client include the cloud terminal client and the virtual client.
• Step S304 the target terminal client responds to the handover request message.
• the terminal client and the target terminal client belong to the same user.
• the handover request message further includes: current service connection information between the terminal client and the communication peer.
• the switching of the service connection of the terminal client to the target terminal client includes: establishing a session connection between the virtual client and the call center, wherein the virtual client is assigned to the cloud by the degree module Terminal client; establishes communication between the virtual client and the terminal client
• the virtual client sends the service information of the communication client to the cloud terminal client; the virtual client receives the operation of the cloud terminal client and/or Media information.
• the switching of the service connection of the terminal client to the target terminal client includes: the virtual client receiving the first handover request message sent by the cloud terminal client, where The request message includes: the identifier information of the cloud terminal client, the target terminal client information; the virtual client sends a second handover request message to the server according to the first handover request message, where the second handover request message includes: information of the virtual client, Cloud terminal client information.
• the switching the connection of the terminal client to the target terminal client further comprises: the virtual client responding to the first message, ending its session connection and/or media link; and disconnecting the virtual client from the cloud terminal client
• FIG. 4 is a structural block diagram of a call center terminal switching apparatus according to an embodiment of the present invention. As shown in FIG. 4, the apparatus includes a first receiving module 40 and a switching module 42. The various modules of the device and their functions are described below.
• the first receiving module 40 is configured to receive a service switching request message initiated by the terminal client, where the service switching request message is used to request to switch to the target terminal client; the switching module 42 is connected to the first receiving module 40, and is configured as a switching terminal.
• the client's service is connected to the target terminal client, where the terminal client and/or the target terminal client includes a cloud terminal client and/or a virtual client.
• FIG. 5 is a structural block diagram of a terminal switching apparatus according to a preferred embodiment of the present invention. As shown in FIG. 5, the apparatus includes a transmitting module 50 and a second receiving module 52.
• the sending module 50 is configured to send a handover request message, where the handover request message is used to request to switch to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and a virtual client;
• the receiving module 52 is configured to receive a response message that the handover is completed.
• the determining module is configured to determine that the terminal client and the target terminal client belong to the same user according to the identifier information of the terminal client carried in the service switching request message and the identifier information of the target terminal client.
• the terminal client is a common terminal client or a cloud terminal client
• the target terminal client is a cloud terminal client and/or a common terminal client.
• the system includes: a third receiving module 60 and a switching module 62.
• the various modules of the device and their functions are described below.
• the third receiving module 60 is configured to receive a handover request message, where the handover request message is used by the terminal client to request a handover connection to the target terminal client, where the terminal client and/or the target terminal client include a cloud terminal client and/or The virtual client;
• the response module 62 is coupled to the third switching module 60 and is configured to respond to the handover request message.
• the following is an example of switching between a call center terminal client and a target terminal client, in combination with the above embodiments and preferred embodiments thereof.
• the following embodiments and preferred embodiments thereof propose a method for switching based on a service continuous mode between a common terminal client (Client) and a cloud terminal client (Cloud Client) in a cloud computing application.
• a cloud call center as an example, in a cloud call center, a method of switching between a client client (Agent Client) and a call center cloud agent client (Cloud Agent) based on a business continuity mode.
• 7 is a schematic diagram of a common terminal client accessing a remote server according to an embodiment of the present invention.
• a common terminal client refers to a terminal that is the same as or similar to a terminal in a non-cloud computing architecture.
• FIG. 8 is a schematic diagram of a cloud terminal client accessing a remote server according to an embodiment of the present invention.
• the cloud terminal located on the terminal side is generally a terminal type with relatively weak computing power and storage capability.
• Common methods include: Th Terminal (Thin Client) and so on.
• Th Terminal Thin Client
• the network side needs to have a virtual client that serves the cloud terminal client.
• the Cloud Client Terminal comprises two parts, a client located on the terminal side (Thin Client), other part is running on the network side of the cloud resource pool of virtual client (Virtualized Client) 0 terminal located
• the client on the side is mainly responsible for displaying and interacting with the user; and the virtual client located in the resource pool is responsible for the processing of the actual client business logic, media processing, etc., and its function is to act as a client interacting with the server.
• the server is a call center's manual service module and/or call session task module, set to provide control of the call session and any distribution functions.
• the manual service module may be a CTI or a manual service function (MSF).
• the switch between the common terminal client and the cloud terminal client of the cloud call center is ensured, and the service continuity is ensured. Sexual terminal client switching is described.
• both the normal terminal client and the cloud terminal client can initiate a handover of the current service connection (session connection, media connection) to the other party.
• the steps of the handover method are as follows: Step 1: The ordinary client initiates a handover request to the server, where the request message includes at least the information of the target terminal client (for example, including identification, etc.), application layer session information, media connection information of the current normal terminal client, and type information or type indication information of the target terminal client.
• Step 2 After receiving the request, the server determines that the target terminal client belongs to the same user as the ordinary terminal client according to the information of the client (including: identification information, etc.).
• Step 3 When the target terminal client type is a cloud terminal client, the server requests the resource scheduling module (Resource Scheduling Module, RSM for short) in the cloud resource pool to request information of the virtual client allocated to the cloud terminal client, the request Includes information about the cloud terminal client.
• the resource scheduling module searches for and acquires the information of the virtual client according to the information (for example, the identification information) of the cloud terminal client, and then returns the information to the server.
• the information of the virtual client includes at least: identification information, address information, and the like of the virtual client.
• Step 5 The server establishes session information with the virtual client according to the information of the virtual client.
• Step 6 After the server establishes a session link with the virtual client, the server notifies the communication client to the information of the virtual client.
• the server also notifies the communication terminal of the information of the cloud terminal client.
• the communication peer establishes a media link with the virtual client.
• the virtual client sends the corresponding media information (including interface information, multimedia information, etc.) to the cloud terminal client, and receives the operation information of the cloud terminal client.
• the steps of the handover method initiated by the ordinary terminal client to initiate a service handover to the cloud terminal client are described.
• the steps of the handover method are as follows: Step 1: The cloud terminal client initiates a handover request to the virtual client, where the request includes at least the identifier information of the cloud terminal client.
• Step 2 The virtual client sends a request message to the server according to the request information of the cloud terminal client, where the request message includes at least: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal) ), information about the virtual client (identity of the virtual client), session of the current virtual client, and media connection information.
• Step 3 The server determines, according to the request message of the virtual client, that the target terminal client and the cloud terminal client belong to the same user.
• Step 4 The server switches the current session information to the target terminal client according to the current virtual client session and media connection information. The server then responds to the virtual client.
• FIG. 9 is a logic diagram of a call center terminal switching system according to a preferred embodiment of the present invention. As shown in FIG. 9, the system includes two aspects: a terminal side and a network platform side. Terminal side: The included entities include a common terminal client, a cloud terminal client, and a communication peer. The network platform side includes entities: a server, a virtual client, and a resource scheduling module.
• FIG. 10 is a flowchart of a method for a normal terminal client to switch to a cloud terminal client according to a preferred embodiment of the present invention. As shown in FIG. 10, the method includes the following steps: Step S1002: A common client passes through a server and a communication peer. Have a business connection.
• the ordinary terminal client maintains a service connection relationship between the server and the remote communication peer.
• the cloud client and the virtual client are connected.
• the cloud terminal client has started and established a connection with the virtual client on the network side.
• Step S1006 The normal terminal client receives the switching instruction.
• the normal terminal client receives the instruction information that needs to be switched to the target terminal client.
• Step S1008 The normal terminal client sends a terminal handover request message to the server, where the message includes the information of the target terminal client (including the identifier, etc.), the current client application layer session information, the current media connection information of the common terminal client, and the target terminal. Type information or type indication information of the client.
• step S1010 the server confirms that the two clients before and after the handover belong to the same user, and determines that the target client of the handover is a cloud client.
• the server determines, according to the request message, that the requested terminal client and the target terminal client belong to the same user.
• the server also determines that the target terminal client requested by the terminal is a cloud terminal client type.
• the server searches for information of the virtual client.
• the server requests to obtain information about the virtual client corresponding to the target cloud terminal client according to the resource scheduling module on the network side.
• the resource scheduling module returns information of the virtual client.
• the resource scheduling module returns information of the virtual client allocated to the cloud terminal, including: identification information (for example: ID, Uniform Resource Locator (URL)), address information (for example, IP address, port), and the like.
• identification information for example: ID, Uniform Resource Locator (URL)
• address information for example, IP address, port
• the server establishes a connection with the virtual client. Based on the information received from the resource scheduling module, the server establishes a service connection with the virtual client according to the information of the virtual client.
• the virtual client notifies the cloud terminal client to switch.
• the virtual client further informs the cloud terminal client that the notification information includes information about the terminal handover (for example, information of the source normal terminal client, information of the communication peer, and the like).
• the server notifies the communication peer to switch.
• the server also sends notification information to the communication peer, and the communication information includes information of the handover target object (for example: virtual client information, cloud terminal client information, etc.).
• Step S1022 The cloud terminal client establishes a service link between the virtual client and the server and the communication peer.
• the virtual client establishes a service connection with the communication peer terminal.
• the virtual client also establishes a business connection with the cloud terminal client.
• step S1024 the server notifies the normal terminal client that the handover is completed.
• the server sends a notification message to the normal client to inform the terminal client that the handover has been completed.
• Step S1026 The normal terminal client ends the service connection relationship with the server. The switch is complete.
• Step S1102 A cloud terminal client passes a virtual client and The server maintains a business connection with the communication peer.
• the cloud terminal client maintains a service connection relationship with the virtual client, and the virtual client maintains a service connection relationship between the server and the communication peer.
• Step S1104 the cloud terminal client receives the switching instruction.
• the cloud terminal client receives the handover request of the terminal client, and the handover request message includes: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal), and the like.
• step S1106 the cloud terminal client requests to switch the client.
• the cloud terminal client sends a terminal handover request message to the virtual terminal, where the request message includes: identifier information of the cloud terminal client, service type or indication information (terminal handover), target terminal information (identity of the target terminal), and information of the virtual client ( The identity of the virtual client), the current virtual client's session, and media connection information.
• Step S1108, the virtual client requests to switch the client.
• the virtual client sends a terminal client switch request message to the server.
• step S1110 the server determines that the clients before and after the handover belong to the same user and the switching mode.
• the server After receiving the handover request message, the server determines that the target terminal client and the cloud terminal client belong to the same agent user according to the request message of the virtual client.
• the server establishes a service connection with the ordinary terminal client. The connection relationship between the server and the ordinary terminal client.
• the server notifies the communication peer to switch. The server further sends a terminal client handover notification message to the communication peer.
• a normal service establishes a service connection with the communication peer. A service connection relationship is established between the normal client and the target communication terminal.
• the server notifies the virtual client that the handover is completed. The server sends a notification message to the virtual client to notify the completion of the handover.
• Step S1120 The virtual client notifies the cloud terminal client that the handover is completed.
• the virtual client ends the service connection with the server, and then the virtual client sends a notification message to the cloud terminal client to notify the completion of the handover.
• the cloud terminal client ends the service connection.
• Step S1124 The server notifies the resource scheduling module to recycle the virtual client. The server sends a notification message to the resource scheduling module to notify the recycling virtual client.
• Step S1202 A normal agent client serves a call center user through a call center server.
• the normal agent client provides call center service services to the remote call center user client through the call center server.
• step S1204 the cloud client of the agent is connected to the virtual agent.
• the cloud agent client has started and established a connection with the virtual agent client on the network side.
• step S1206 the agent issues a terminal switching command to the client.
• the normal agent client receives the instruction information that needs to be switched to the target agent client.
• Step S1208 The agent sends a terminal handover request to the call center.
• the normal agent client sends an agent terminal switching request message to the call center, where the message includes the information of the target agent client (including the identifier, etc.), the current agent client application layer session information, the current media connection information of the common agent terminal client, and the target agent. Type information or type indication information of the client.
• Step S1210 The call center confirms that the two clients before and after the handover belong to the same user, and determines that the target client of the handover is a cloud client. After receiving the terminal handover request from the normal agent client, the call center determines that the requested agent client and the target agent client belong to the same user according to the request message. At the same time, the call center also determines that the target agent client requested by the agent is a cloud agent client type.
• the call center finds information of the virtual agent client.
• the call center requests, according to the resource scheduling module on the network side, the information of the virtual agent client corresponding to the target cloud agent client.
• the resource scheduling module returns information of the virtual agent client.
• the resource scheduling module returns information of the virtual agent assigned to the cloud agent client, including: identification information (ID, URL), address information (IP address, port) and the like.
• the call center establishes a connection with the virtual agent client. Based on the information received from the resource scheduling module, the call center establishes a service connection with the virtual agent based on the information of the virtual agent.
• the virtual agent notifies the cloud agent client to switch.
• the virtual agent further informs the cloud agent client that the notification information includes information about the terminal handover, such as: information of the source ordinary agent client, information of the communication peer end, and the like.
• the call center notifies the call center user client to switch.
• the call center also sends notification information to the communication peer end, where the communication information includes information of the handover target object (for example: virtual agent client information, cloud agent client information, etc.)
• the agent cloud agent client passes the virtual agent client and A service link is established between the call center and the communication peer.
• the virtual agent client establishes a service connection with the communication peer terminal.
• the virtual agent client also establishes a business connection with the cloud agent client.
• FIG. 13 is a flowchart of a method for a cloud agent client to switch to a normal agent client according to a preferred embodiment of the present invention. As shown in FIG. 13, the method includes the following steps: Step S1302: A cloud agent client passes a virtual agent and a call The center provides services to user clients.
• the cloud agent client maintains a service connection relationship with the virtual agent client, and the virtual agent client maintains a service connection relationship between the call center and the communication peer end.
• the cloud agent client receives the handover instruction of the terminal.
• the cloud agent client receives the user's handover request.
• the handover request message includes: cloud agent client identification information, service type or indication information (terminal handover), target agent terminal information (identity of the target terminal), and the like.
• the cloud agent client requests to switch the client.
• the cloud agent client sends a terminal handover request message to the virtual agent client.
• the request message includes: cloud agent client identification information, service type or indication information (terminal handover), target terminal information (identity of the target agent terminal), and virtual agent.
• Client information (identity of the virtual agent client), current virtual agent client session, and media connection information.
• the virtual agent client requests to switch the client.
• the virtual agent client sends a terminal agent client switch request message to the call center server.
• the call center determines that the clients before and after the handover belong to the same user and the switching mode. After receiving the handover request message, the call center determines that the target agent client and the cloud agent client belong to the same user according to the request message of the virtual agent client.
• the call center establishes a service connection with the ordinary agent client. The connection between the call center server and the virtual agent client.
• the call center notifies the call center user client to switch.
• the call center server further sends an agent terminal client switching notification message to the communication peer.
• the ordinary agent client establishes a service connection with the call center user client.
• a service connection relationship is established between the ordinary agent client and the call center user client.
• the call center notifies the virtual agent client that the handover is completed.
• the call center server sends a notification message to the virtual agent client to notify the completion of the handover.
• the virtual agent client notifies the cloud agent client that the handover is completed.
• the virtual agent client ends the service connection with the call center server, and then the virtual agent client sends a notification message to the cloud agent client to notify the completion of the handover.
• the cloud agent client ends the service connection.
• Step S1324 The call center notifies the resource scheduling module to reclaim the virtual agent client.
• the call center sends a notification message to the resource scheduling module to notify the reclaim virtual agent client.
• the agent user can switch between the ordinary agent software and the virtual agent client to ensure the continuity of the service.
• the program may be stored in a computer readable storage medium, such as a read only memory, a magnetic disk, or an optical disk.
• all or part of the steps of the above embodiments may also be implemented using one or more integrated circuits.
• modules/units in the foregoing embodiments may be implemented in the form of hardware or in the form of software functional modules.
• the invention is not limited to any specific form of combination of hardware and software.
• the above is only a preferred embodiment of the present invention, and of course, the present invention may be embodied in various other embodiments without departing from the spirit and scope of the invention.
• Corresponding changes and modifications are intended to be included within the scope of the appended claims. Obviously, those skilled in the art should understand that the above modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices.
• the invention is not limited to any specific combination of hardware and software.
• the above is only the preferred embodiment of the present invention, and is not intended to limit the present invention, and various modifications and changes can be made to the present invention. Any modifications, equivalent substitutions, improvements, etc. made within the spirit and scope of the present invention are intended to be included within the scope of the present invention.

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• 2012
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