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

• Main Authors: Wei, Sining, Huang, Rongjun, Liu, Tongbing, Tang, Zhaohui
• Format: Patent
• Language: English
• Published: 09.10.2018
• Subjects: ELECTRIC COMMUNICATION TECHNIQUE; ELECTRICITY; TELEPHONIC COMMUNICATION; TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHICCOMMUNICATION

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.