CN100556005C - A kind of instant messaging session transferring method and system - Google Patents
A kind of instant messaging session transferring method and system Download PDFInfo
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- CN100556005C CN100556005C CNB2007100737997A CN200710073799A CN100556005C CN 100556005 C CN100556005 C CN 100556005C CN B2007100737997 A CNB2007100737997 A CN B2007100737997A CN 200710073799 A CN200710073799 A CN 200710073799A CN 100556005 C CN100556005 C CN 100556005C
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Abstract
The present invention is applicable to field of network communication, a kind of instant messaging session transferring method and customer service system are provided, described method comprises the steps: to transfer the initiator to transfer server transmission session transfer-request, carries the switching recipient and the quilt instant messaging account information of switching side of switching initiator, switching initiator selection; Transfer server will transfer the initiator with by the session corresponding relation of switching side be revised as the switching recipient and the quilt session corresponding relation of switching side.In embodiments of the present invention, realize instant messaging session transferring, realized the session switching consistent, improved communication efficiency, reduced the realization cost, and improved the customer satisfaction of customer care organization with traditional telephone system by switching session object.
Description
Technical field
The invention belongs to the instant messaging field, relate in particular to a kind of implementation method and device of session switching.
Background technology
Instant messaging (Instant Messaging, IM) system, it is a kind of system that can send and receive internet message immediately, accepted by most of network user, become requisite means of communication, not only in amusement and recreation at ordinary times, and in user's work, be used widely.Can send text message to other users, transmit file or carry out communication activity such as audio session, video conversation with other users by the instantaneous communication system user.
At present, can realize traditional customer service by instantaneous communication system, Fig. 1 shows the framework of existing instant messaging customer service system.The unified conversation message that sends from instant communication terminal that receives of transfer server, according to specific logical routing and distribution algorithms, with the session forwards to particular customer service attend a banquet.Attend a banquet when sending conversation message when customer service, transfer server guarantees that equally by specific logical routing and distribution algorithms message can correctly be sent to instant communication terminal.Similar one of instant messaging customer service system is a main frame with the transfer server, and the customer service client of attending a banquet is the communication system of extension set.The instant messaging customer service system is by the soft route technology of transfer server, and the access client number that each customer service is attended a banquet after can guaranteeing to shunt is average relatively.Customer care organization can be carried out customer service to relatively stable constant instant messaging number of the account of its instant communication terminal announcement, has promoted the authority and the trust degree of customer service number of the account to a certain extent.Customer care organization can be disposed the quantity that customer service is attended a banquet neatly according to actual conditions, effectively controls human cost.
In order better to provide service for the client, when existing a plurality of customer services to attend a banquet, exist different customer services to carry out the situation of client sessions switching between attending a banquet, for example the client is former attends a banquet A just in session with customer service, and A is attended a banquet in customer service will be with user call to the customer service B that attends a banquet.Utilize the multi-conference in the instant messaging to realize and to transfer, the customer service A that attends a banquet can set up a multi-conference to the instant communication server application earlier, the tabulation of session members is exactly client, client the attend a banquet instant messaging number of the account of B of A and client of attending a banquet, instant communication server passes through forwards, can realize multi-conference, thereby realized that client and the customer service B that attends a banquet sets up session relationship, and then reached the purpose of session switching.
But there are many shortcomings in above-mentioned this session substitute mode, communication efficiency is low, the realization cost is higher, the member who supposes multi-conference adds up to n, instant communication server is whenever received a conversation message, all need to carry out (n-1) inferior forwarding operation, promptly the cost of a n conference of server process message can be to handle common 1 pair 1 message (n-1) doubly.So the supplier of instantaneous communication system can limit same multi-conference the inside member's maximum upper limit on the one hand when the multi-conference service support is provided, can limit the quantity that same instant messaging account application is set up multi-conference on the other hand.The latter is that the number of times of transferring is subjected to the restriction that multi-conference is set up quantity to the direct influence of customer service switching.Because each switching all needs to set up a new multi-conference, go up in limited time when the multi-conference number arrival of this customer service number of the account correspondence, just can't carry out switch over operation.Customer service attend a banquet must before set up but not in use multi-conference deletion at present.
Summary of the invention
The purpose of the embodiment of the invention is to provide a kind of instant messaging session transferring method, is intended to solve when carrying out the session switching in the existing instantaneous communication system, and communication efficiency is low, realizes the high problem of cost.
The embodiment of the invention is achieved in that a kind of implementation method of session switching, and described method comprises the steps:
The initiator that transfers sends the session transfer-request to transfer server, carries the switching recipient and the quilt instant messaging account information of switching side of switching initiator, switching initiator selection;
Transfer server will transfer the initiator with by the session corresponding relation of switching side be revised as the switching recipient and the quilt session corresponding relation of switching side.
Described switching initiator sends the session transfer-request to transfer server, further comprises before switching recipient who carry the switching initiator, the initiator that transfers selects and the quilt step of the instant messaging account information of switching side:
Current online customer service tabulation is asked in switching initiator inquiry.
Described transfer server will transfer the initiator be revised as the switching recipient by the session corresponding relation of switching side and further comprise before with the quilt step of the session corresponding relation of switching side:
Judge the condition of described switching.
When transferring the initiator when transfer server sends the session transfer-request, this conversation recording is saved in network data base.
Every conversation message in the described conversation recording all has the sign of this session of unique identification.
Another purpose of the embodiment of the invention is to provide a kind of instant messaging customer service system, comprises client, instant communication server and transfer server, and described system also comprises:
The transfer-request receiver module places transfer server, carrying of receiving that the switching initiator the sends switching recipient that switching initiator, switching initiator select and by the session transfer-request of the instant messaging account information of switching side;
The session relationship modified module places transfer server, and the initiator is revised as switching recipient and the quilt session corresponding relation of switching side with the quilt session corresponding relation of switching side with transferring.
Customer service tabulation display module places transfer server, shows current online customer service tabulation.
The substitute mode judge module places transfer server, judges that described switching is to force switching or switching recipient permission switching with good conditionsi.
Described system further comprises: database server, place client, and preserve switching initiator and the quilt conversation recording of switching side.
Every conversation message in the described conversation recording all has the sign of this session of unique identification.
In embodiments of the present invention, realize instant messaging session transferring, realized the session switching consistent, improved communication efficiency, reduced the realization cost, and improved the customer satisfaction of customer care organization with traditional telephone system by switching session object.
Description of drawings
Fig. 1 is the structure chart of a kind of instant messaging customer service system of providing of prior art;
Fig. 2 is the realization flow figure of the session switching that provides of the embodiment of the invention;
Fig. 3 is the structure chart of the instant messaging customer service system that provides of the embodiment of the invention;
Fig. 4 is the session object that provides of the embodiment of the invention and the switching realization flow figure of session information;
Fig. 5 is the structure chart of the transfer server that provides of the embodiment of the invention.
Embodiment
In order to make purpose of the present invention, technical scheme and advantage clearer,, the present invention is further elaborated below in conjunction with drawings and Examples.Should be appreciated that specific embodiment described herein only in order to explanation the present invention, and be not used in qualification the present invention.
In embodiments of the present invention, realize instant messaging session transferring by switching session object, be the unit organization conversation recording with the session simultaneously, and the session recorded and stored gone into database, realized the switching of session information, can improve user's communications efficient, reduce the realization cost of instant messaging session transferring.
The realization flow that the session that Fig. 2 shows the embodiment of the invention to be provided is transferred, details are as follows:
1. the switching initiator is to transfer server request customer service tabulation, checks that current online customer service attends a banquet;
2. transfer server returns to the switching initiator with the tabulation of current online customer service;
3. the switching initiator selects the switching recipient from current online customer service is attended a banquet;
4. the switching initiator sends the session transfer-request to transfer server, carries switching initiator, switching recipient and the quilt instant messaging account information of switching side;
5. transfer server is judged switchover condition, i.e. this switching is to force switching or permission with good conditionsi switching, and when transfer initiator or keeper forced to transfer, whether transfer server no longer inquiry transferring recipient received switching, and directly carry out step 8; When this switching is permission with good conditionsi switching, the then execution in step 6 that allows to transfer, otherwise execution in step 10;
6. transfer server is initiated inquiry to the switching recipient;
7. as switching recipient when accepting to transfer, return to transfer server and to accept message;
Transfer server will transfer the initiator with by the session corresponding relation of switching side be revised as the switching recipient and the quilt session corresponding relation of switching side;
Transfer server will transfer successful information send to the switching initiator;
10. switching receive direction transfer server returns the refusal diversion message;
The information of failure sends to the switching initiator 11. transfer server will be transferred.
In the above-mentioned steps 6,7, transfer server send purpose that switching inquiry and switching recipient answer the switching inquiry be for the recipient that confirms to transfer normally online, can prevent under the situation of switching recipient fault, switch over operation to take place still, cause customer service to stop.The switching recipient can determine whether respond switching, if do not accept switching, can return the refusal diversion message to transfer server.
In instant communication process, for consideration, carrying out conversation recording when preserving to privacy of user, employing all be local mode of preserving, promptly the conversation recording in user's instant messaging process only can be stored in the terminal of user's session at that time.
But in instant communication clients service system, wish that the conversation recording of all customer service personnel generations can be shared.After for example transferring successfully, the customer service B that attends a banquet can check the original and customer service of client A or other customer services conversation recording between attending a banquet of attending a banquet, thereby understand client's background better, problem that before reflected or the like reaches better customer service effect.
Therefore, as one embodiment of the present of invention, unify the access session data by network data base, when the switching of switching initiator initiation session, corresponding conversation recording is saved in network data base, after transferring successfully, the switching recipient can directly check or download the conversation recording of transferring between initiator and the quilt switching side to network data base.
But in the application of reality, the communication between customer service mechanism and the transfer server belongs to the telecommunication network communication, is subjected to the restriction of network environment and bandwidth.Between attending a banquet, each customer service in the customer service mechanism belongs to communication in the local area network (LAN), has very big communication advantage, as a preferred embodiment of the present invention, can be chosen in this locality (being customer service local area network (LAN) inside) and dispose database server, be used for the conversation recording that all customer services of storage and uniform attend a banquet and produce.All customer services are attended a banquet the conversation recording that produces except meeting is preserved on employed at that time terminal is attended a banquet in customer service, also can be synchronized in the database server, as shown in Figure 3 by the mode of remote database access.
When client need be searched the historical session record data, be to finish equally by the mode of remote database access.Specific implementation can have multiple mode, for example can adopt the database MySQL that increases income on database server, can adopt the ADO.NET technology of being supported under Microsoft (Microsoft) windows platform in the database access.
In traditional phone customer service system, a session between client and the customer service mechanism can be defined as the process of a telephone relation.Closing of the circuit represents that then a session begins, and phone is hung up and then represented this time conversation end.But for instant communication session, be difficult to the position of judging that it begins and finishes, in embodiments of the present invention, the beginning of instant communication session and finish and can define like this:
The beginning of session: after the last conversation end, attend a banquet and by article one conversation message that produces between the switching side from customer service, represent that this customer service is attended a banquet and quilt switching side between begin once new session.
The end of session: by the customer service control of attending a banquet voluntarily, attend a banquet when customer service and to think that this session finishes, then can close session interface with this client by interface operation, this moment this conversation end.
The session that every beginning is once new, instantaneous communication system generate a unique session id number automatically, when database server is preserved every session information, can increase session id that this information belongs to number on original basis.When conversation recording of inquiry, only session ID number identical conversation message need be listed in order getting final product like this.In embodiments of the present invention, can customize the session theme, i.e. customer service is attended a banquet and can be done the content refinement to each session, is generalized into the session theme.
With the session is the unit organization session information, and the original session information of running account form is cut into granularity more clearly.In the readability that raising is searched, also the switching of the session content that will realize for the back is ready.
Fig. 4 shows the session object that the embodiment of the invention provides and the switching realization flow of session information, and details are as follows:
1. the switching initiator is to transfer server request customer service tabulation, checks that current online customer service attends a banquet;
2. transfer server returns to the switching initiator with the tabulation of current online customer service;
3. the switching initiator selects the switching recipient from current online customer service is attended a banquet, and whole records of this session are synchronized to database server;
4. the switching initiator sends transfer-request to transfer server, for example request can be " I am customer service 1; I will be given to customer service 2 with instant communication terminal 1 ", and transfer-request information also comprises switching initiator, switching recipient and client's account;
5. transfer server is judged switchover condition, i.e. this switching is to force switching or permission with good conditionsi switching, and when transfer initiator or keeper forced to transfer, whether transfer server no longer inquiry transferring recipient received switching, and directly carry out step 8; When this switching is permission with good conditionsi switching, the then execution in step 6 that allows to transfer, otherwise execution in step 10;
6. transfer server is initiated inquiry to the switching recipient;
7. switching receive direction transfer server returns and accepts message, and lands database server and obtain switching initiator and the quilt nearest conversation recording of switching side;
Transfer server will transfer the initiator with by the session corresponding relation of switching side be revised as the switching recipient and the quilt session corresponding relation of switching side;
9. transfer server returns the switching success message to the switching initiator;
10. switching receive direction transfer server returns the switching refuse information;
11. transfer server returns the switching failed message to the switching initiator.
By the embodiment of the invention, realized that the session switching of the smoothness consistent with telephone system is experienced, improved user's satisfaction.Simultaneously, at customer care organization end administration database server, help bringing into play the intercommunicating advantage of customer care organization local area network (LAN).In addition, be that unit organizes original Message Record with the session, use database technology to come access and these data of management, can satisfy further communication requirement of customer service mechanism.
Fig. 5 shows the structure of the transfer server that the embodiment of the invention provides, customer service tabulation display module 51 is shown to the switching initiator with current online customer service tabulation, and transfer-request receiver module 52 receives that the switching initiators send carries switching recipient and the quilt session transfer-request of the instant messaging account information of switching side that switching initiator, switching initiator select; Substitute mode judge module 53 judges that described switching is to force switching or switching recipient to have ready conditions to select whether to transfer, session relationship modified module 54 will transfer the initiator be revised as transfer recipient and the quilt session corresponding relation of switching side by the session corresponding relation of switching side.
The above only is preferred embodiment of the present invention, not in order to restriction the present invention, all any modifications of being done within the spirit and principles in the present invention, is equal to and replaces and improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1, a kind of instant messaging session transferring method is characterized in that, described method comprises the steps:
The initiator that transfers sends the session transfer-request to transfer server, carries the switching recipient and the quilt instant messaging account information of switching side of switching initiator, switching initiator selection;
Transfer server will transfer the initiator with by the session corresponding relation of switching side be revised as the switching recipient and the quilt session corresponding relation of switching side.
2, the method for claim 1, it is characterized in that, described switching initiator sends the session transfer-request to transfer server, further comprises before switching recipient who carry the switching initiator, the initiator that transfers selects and the quilt step of the instant messaging account information of switching side:
Current online customer service tabulation is asked in switching initiator inquiry.
3, the method for claim 1 is characterized in that, described transfer server will transfer the initiator be revised as the switching recipient by the session corresponding relation of switching side and further comprise before with the quilt step of the session corresponding relation of switching side:
Judge the condition of described switching.
4, the method for claim 1 is characterized in that, described method further comprises the steps:
When transferring the initiator when transfer server sends the session transfer-request, this conversation recording is saved in network data base.
5, method as claimed in claim 4 is characterized in that, every conversation message in the described conversation recording all has the sign of this session of unique identification.
6, a kind of instant messaging customer service system comprises client, instant communication server and transfer server, it is characterized in that, described system also comprises:
The transfer-request receiver module places transfer server, carrying of receiving that the switching initiator the sends switching recipient that switching initiator, switching initiator select and by the session transfer-request of the instant messaging account information of switching side;
The session relationship modified module places transfer server, and the initiator is revised as switching recipient and the quilt session corresponding relation of switching side with the quilt session corresponding relation of switching side with transferring.
7, system as claimed in claim 6 is characterized in that, described system further comprises:
Customer service tabulation display module places transfer server, shows current online customer service tabulation.
8, system as claimed in claim 6 is characterized in that, described system further comprises:
The substitute mode judge module places transfer server, judges that described switching is to force switching or switching recipient permission switching with good conditionsi.
9, system as claimed in claim 6 is characterized in that, described system further comprises:
Database server places client, preserves switching initiator and the quilt conversation recording of switching side.
10, system as claimed in claim 9 is characterized in that, every conversation message in the described conversation recording all has the sign of this session of unique identification.
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| Application Number | Priority Date | Filing Date | Title |
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| CNB2007100737997A CN100556005C (en) | 2007-03-30 | 2007-03-30 | A kind of instant messaging session transferring method and system |
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| CNB2007100737997A CN100556005C (en) | 2007-03-30 | 2007-03-30 | A kind of instant messaging session transferring method and system |
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| CN100556005C true CN100556005C (en) | 2009-10-28 |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102457498A (en) * | 2010-10-27 | 2012-05-16 | 深圳市视高科技发展有限公司 | Method and device for switching instant messaging session |
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| CN101662701A (en) * | 2008-08-29 | 2010-03-03 | 华为技术有限公司 | Method, device and call center system for text chat routings |
| CN101404628B (en) * | 2008-11-20 | 2011-04-06 | 侯万春 | System and method for increasing non-friend communication mode in instant communication |
| EP2583438B1 (en) * | 2010-06-21 | 2015-08-26 | Nokia Technologies Oy | Method and apparatus for bridging communication sessions |
| CN103731337B (en) * | 2012-10-12 | 2018-12-04 | 中兴通讯股份有限公司 | Transfer method, system and the device and agent client of text chat session |
| US10187476B2 (en) | 2013-06-17 | 2019-01-22 | Beijing Xiaomi Mobile Software Co., Ltd. | Method and apparatus for bridging communication sessions |
| CN105656752A (en) * | 2014-11-14 | 2016-06-08 | 中国科学院沈阳计算技术研究所有限公司 | Communication method for digital guide broadcasting system |
| CN110247840A (en) * | 2019-05-20 | 2019-09-17 | 珠海随变科技有限公司 | Providing method, device, equipment and the storage medium of customer service |
| CN110417876B (en) * | 2019-07-17 | 2021-10-29 | 中移（杭州）信息技术有限公司 | Session method, node server in distributed system and master control equipment |
| CN114979049B (en) * | 2021-02-19 | 2023-09-22 | 腾讯科技（深圳）有限公司 | Instant messaging message display method, device, equipment and storage medium |
| CN114900739A (en) * | 2022-04-25 | 2022-08-12 | 北京达佳互联信息技术有限公司 | Session processing method and device, electronic equipment and storage medium |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102457498A (en) * | 2010-10-27 | 2012-05-16 | 深圳市视高科技发展有限公司 | Method and device for switching instant messaging session |
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| CN101072190A (en) | 2007-11-14 |
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