Call processing method and control apparatus, automatic call distribution apparatus, and agent terminal
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United States of America Patent
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Apr 18, 2017
Issued Date -
N/A
app pub date -
Apr 11, 2016
filing date -
Mar 29, 2012
priority date (Note) -
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Abstract
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.
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