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Method, device and system for voice communication in customer service system

A customer service system and voice communication technology, which is applied in the field of desktop virtualization, can solve problems such as damaged voice quality, prolonged voice transmission time, and high voice transmission bandwidth occupancy, so as to reduce voice delay, save voice bandwidth occupation, and improve voice quality. Effect

Inactive Publication Date: 2014-07-02
CHINA MOBILE GROUP JIANGSU
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Problems solved by technology

[0004] In view of this, the main purpose of the present invention is to provide a voice communication method, device and system in the customer service system, to solve the problem of sound quality damage caused by the secondary codec of voice, the problem of long voice transmission delay, and the problem of voice communication The bandwidth occupancy rate of voice transmission is too high due to secondary encoding

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  • Method, device and system for voice communication in customer service system

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Embodiment Construction

[0024] Detailed elaboration of the technical solution proposed in this application

[0025] 1. Protocol selection

[0026] In practical applications, the voice transmission can be separated from the VM push flow, that is, the data transmission in which the desktop application and VOIP voice (such as VOIP voice) in the customer service system are redirected by the ICA protocol and transmitted to the desktop access terminal Path, split into two parts: voice transmission, and other desktop parts. Among them, the voice transmission does not pass through the VM, but is directly transmitted between the desktop access terminal and the UAP; other desktop parts continue to be carried between the desktop access terminal and the VM.

[0027] Currently commonly used protocols such as ICA can be used as the desktop streaming protocol, but the voice is no longer carried on the ICA, but the voice stream is carried by RTP, VOIP and other protocols, and the voice is realized through the conne...

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Abstract

The invention discloses a method, device and system for voice communication in a customer service system. Voice in the customer service system is transmitted and reoriented to a desktop access terminal, and the voice transmission is achieved through the desktop access terminal and an UAP based on direct connection. According to the technology that the voice communication is carried out in the customer service system, the voice transmission is stripped from a VM push stream, the current situation of secondary voice coding and decoding is changed, in this way, the problem of voice quality damage caused by the secondary voice coding and decoding is solved, and the voice quality is improved and is controlled at the level that mos is larger than 3.4; the problem that time delay is long in the voice transmission process is also solved, voice delay is lowered, and voice bidirectional time delay obtained through actual measurement is made to be smaller than 800 ms; the problem that the wideband occupancy rate of the voice transmission is too high due to the secondary voice coding and decoding is further solved, wideband occupancy is lowered, and approximately 40 Kbps of voice wideband occupancy between a VM and the UAP is saved.

Description

technical field [0001] The invention relates to the technical field of desktop virtualization, in particular to a voice communication method, device and system in a customer service system. Background technique [0002] In the current customer service system, the customer service personnel in the call center can use the headset to make calls, and connect with the Universal Application Platform (UAP) through the voice communication function provided by the thin client (ie: desktop access terminal). The desktop access terminal uses the Independent Computing Architecture (ICA) protocol to connect to the virtual desktop (VM) set in the desktop cloud, and completes the transmission of voice, keyboard / mouse and display information through the ICA protocol. The VM can be used by customer service personnel. The VM adopts a Windows series operating system, in which customer service terminal software and agent software are installed. The customer service terminal software uses HTTP to...

Claims

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Application Information

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IPC IPC(8): H04L29/06H04M7/00H04M3/50
Inventor 王建宏徐杨俞新华
Owner CHINA MOBILE GROUP JIANGSU
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