CN101494831A - Method, terminal and server for initiating conversation - Google Patents

Abstract

The invention discloses a method for initiating a session, a terminal and a server. The method of the present invention includes receiving a notification message sent by a server, the notification message including session mode identification and session parameter information; according to the session parameter information, initiating a session in a session mode corresponding to the session mode identification. The invention also provides a terminal and a server for initiating a session. Through the present invention, the terminal can automatically initiate a session according to the notification message of the server, which simplifies the operation of session initiation and reduces the adverse effect on the final transaction success rate caused by the complex operation of the session with the customer service of the enterprise.

Description

A method, terminal and server for initiating a session

technical field

The invention relates to the communication field, in particular to a method for initiating a session, a terminal and a server.

Background technique

With the rapid development of network informatization, more and more small and medium-sized enterprises choose to do network promotion, but at present, major search engines or portals can only bring traffic to corporate websites, and there is no further contact method to convert traffic into real customers. The converged network call center is relative to the telephone call center. The telephone call center uses the telephone number (the company switchboard number or the published 800 telephone number) as the customer contact entrance, and the telephone network as the information carrier; the converged network call center uses the enterprise portal Websites, landline telephones, mobile data services, etc. are used as customer contact portals, and the Internet is the main information carrier.

Through the integrated network call center, the customers who come in from the enterprise website can be organically connected with the enterprise's background customer service personnel, so as to realize the convenient interaction between the two parties. The call functions of the converged network call center include Phone2Phone and PC2Phone: Phone2Phone can use the traditional form of direct dialing to customer service, or use the two-way callback technology. When the user clicks a link or button on the corporate website , generally according to the prompts on the webpage, after the visitor enters his or her phone number and submits it, the background server will undertake the task of connecting the customer's phone and the company's agent's landline. The PC2Phone call method realizes the function of "clicking to call" from the webpage when the visitor visits the webpage, and connects the call to the ordinary telephone of the customer service. If a call center has been established, calls from online customers can be connected to the PBX (Private Branch Exchange, private branch exchange) trunk of the call center through the SIP (Session Initiation Protocol, Session Initiation Protocol) gateway device, and they can be treated as ordinary calls The same queuing and processing; the SIP gateway device also supports direct dialing of ordinary telephones on the customer service desk or office PBX, and realizes audio communication based on computers and ordinary telephones/mobile phones.

In the process of realizing the present invention, the inventor found at least the following problems in the prior art: when the enterprise customer service landline is not bound to the call service of the call center, the call center cannot directly establish a call between the user and the enterprise customer service landline, and the user After querying the phone number through the call center, manually dial the corporate customer service landline, which increases the complexity of user operations, affects user experience, makes the probability of users making calls relatively low, and affects the final transaction success rate.

Contents of the invention

In view of this, one or more embodiments of the present invention provide a method, device and server for initiating a session to solve the problem in the prior art when the enterprise customer service landline is not bound with the call service of the call center. The center cannot directly establish a call between the user and the enterprise customer service landline, so that the terminal can automatically initiate a call according to the notification message sent by the server.

The method for initiating a session provided by an embodiment of the present invention includes receiving a notification message sent by a server, the notification message including a session mode identifier and session parameter information; according to the session parameter information, initiating a session in a session mode corresponding to the session mode ID session.

The terminal for initiating a session provided by the embodiment of the present invention includes a message receiving unit, configured to receive a notification message sent by a server, wherein the notification message includes a session mode identifier and session parameter information; a session initiating unit, configured to information, using the session mode to identify the corresponding session mode to initiate a session.

The server for initiating a session provided by the embodiment of the present invention includes: a message sending unit, configured to send a notification message, the notification message includes a session mode identifier and session parameter information, and the notification message is used to instruct the terminal to, according to the session parameter information, A session is initiated in a session mode corresponding to the session mode identifier.

It can be seen from the above solutions that the method, terminal and server provided by the embodiments of the present invention enable the terminal to initiate a session according to the session parameter message and the session mode identifier in the notification message from the server. Therefore, the process of initiating a session by the terminal is simpler, reducing the complexity of user operations.

Description of drawings

Fig. 1 is the schematic flow chart of the method of embodiment one of the present invention;

Fig. 2 is a schematic flow chart of the method of Embodiment 2 of the present invention;

Fig. 3 is a schematic flow chart of the third method of the present invention;

Fig. 4 is a schematic flow chart of the method of Embodiment 4 of the present invention;

Fig. 5 is a schematic flow chart of the fifth method of the present invention;

FIG. 6 is a schematic structural diagram of a terminal embodiment 1 of the present invention;

FIG. 7 is a schematic structural diagram of a terminal embodiment 2 of the present invention;

FIG. 8 is a schematic structural diagram of a server embodiment 1 of the present invention;

FIG. 9 is a schematic structural diagram of the server embodiment 2 of the present invention;

Fig. 10 is a schematic flowchart of the sixth method of the present invention.

Detailed ways

Embodiments of the present invention provide a method, device, and server for initiating a session. The present invention will be described in detail below with reference to the accompanying drawings.

Fig. 1 is the method flowchart of embodiment one of the present invention, and present embodiment provides a kind of method for initiating a conversation, and the specific steps of this method are as follows:

S101 The terminal receives a notification message sent by the server, in which the session mode identifier and session parameter information are contained in the notification message;

S102 The terminal initiates a session in a session mode corresponding to the session mode identifier according to the session parameter information.

The above session parameter information is the parameters involved in initiating a session, including at least a session destination address, and initiating a session means initiating a session to the session destination address.

In the embodiment of the present invention, before step S101, the terminal may send a message of querying the session destination address to the server, and the message includes the session address of the terminal. Then the server sends a notification message to the terminal according to the session address of the terminal.

In the embodiment of the present invention, the execution of the session initiation instruction in step S102 is the automatic execution of the session initiation instruction, or the terminal selects to execute the session initiation instruction according to the prompt of the notification message.

In the embodiment of the present invention, after step S102, the session party corresponding to the session destination address may also include receiving the session initiated by the terminal, and initiating a call back to the terminal.

The session mode in the embodiment of the present invention can be a CS circuit domain session, a VoIP (Voice over IP, voice over IP) session or a videophone session, and can also be a multimedia message (MMS), a short message (SMS), an instant message ( IM) or email (EMAIL). When the conversation mode is multimedia message, short message, instant message or e-mail, the notification message may also include conversation content information, which is used to instruct the terminal to obtain the conversation content. The conversation content may be the content retrieved directly from the link, or may It is the content after the terminal is operated. For example, the content downloaded from the link may be a script file, and the content generated after the user performs a selection operation is used as the MMS content.

The server in the embodiment of the present invention may be a network call center, and the destination address of the conversation may be an enterprise customer service.

The session destination address in the embodiment of the present invention can be a fixed telephone number, a mobile phone number, URI, SIP URI, EMAIL address, etc.

The notification message in the embodiment of the present invention can be realized in multiple ways. For example, in the short message (SMS) mode, the required SI message and APP-ID data can be carried in the short message body in the form of XML, and can also be integrated with IP for CPM. Message, WAP PUSH, SIP PUSH or other PUSH methods.

Taking the implementation of WAP PUSH as an example, in the PUSH message, the session application is identified by the header field of X-Wap-Application-Id. In this embodiment, the setting method of the header field can be: X-Wap-Application-Id:x -wap-application:session.ua, where session is an extended value, identifying modules related to session applications in the terminal.

In WAP PUSH, a DTD (Document Type Definition) form that PUSH messages may adopt during transmission is as follows:

<? xml version="1.0" encoding="UTF-8"? ><! ELEMENT si(indication, info?)><! ELEMENT indication(#PCDATA)><! ATTLIST indicationsessionMethod CDATA#IMPLIEDto-address %URI; #IMPLIEDhref %URI; #IMPLIEDsi-id CDATA#IMPLIEDcreated %Datetime; #IMPLIEDsi-exDires %Datetime; #IMPLIEDaction(signal-none|signal-low|signal-medium|signal-high |delete) "signal-medium"><! ELEMENT info(item+)><! ELEMENT item(#PCDATA)><! ATTLIST itemclass NMTOKEN #REQUIRED><! ELEMENT sl EMPTY><! ATTLIST slsessionMethod CDATA#IMPLIEDto-address CDATA#IMPLIEDhref%URI; #REQUIREDaction(execute-low|execute-high|cache) "execute-low"><! ENTITY% Datetime "CDATA"><! ENTITY %URI″CDATA″>

In the above DTD, the information content carried in the PUSH message is mainly specified:

Indication of SI, including:

Session Method (sessionMethod): such as MMS session, SMS session, IM session, Email session, etc.;

Session address (to-address): session destination address, such as mobile phone number, URI, SIP URI, EMAIL address, etc.;

SI link address;

SI's message ID;

the date of creation of the SI;

the expiry date of the SI;

Actions taken by the terminal required by the SI;

SI Information, including:

Information description of SI, and the importance of SI.

SL attribute information, including:

Session Method (sessionMethod): such as MMS session, SMS session, IM session, Email session, etc.;

Session address (to-address): session destination address, such as mobile phone number, landline phone number, URI, SIP URI, EMAIL address, etc.;

Hyperlink address of SL;

Actions and actions to be taken against SL.

According to the above-mentioned DTD, in the solution of the present invention, the example of the PUSH message sent by the server to the terminal is as follows:

<? xml version="1.0" encoding="UTF-8"? ><si><indication href="http://mms_souce.com" to get the address of session content sessionMethod="MMS" MMS session method to-address="http://destServer.example.com" session to the server address created="2001-07-31T10:13:00Z"'si-expires='"2001-08-07T10:13:00Z"'></indication></si>

In the above example, it is an XML instance of an SI message encapsulated by the PUSH message. The XML data of the SI is mainly used to be encapsulated in the message body of the PUSH message as the specific content that the application needs to identify. In the PUSH message, the application to be processed will be identified through the header field of X-Wap-Application-Id. Then, the PUSH terminal sends the PUSH message encapsulated with the SI message to the relevant application for processing according to the specific value of the APP-Id. For example: "X-Wap-Application-Id:x-wap-application:session.ua", it means that the PUSH message should be handed over to the session-related module in the terminal. This example only provides an example of carrying the XML data containing the SI message in the PUSH manner, and other carrying manners may also be used. For example, in the short message (SMS) mode, the required SI message and APP-ID data can be carried in the short message body in the form of XML. For other modes such as SIP PUSH and CPM, a similar method can also be adopted. Thoughts are the same.

In this example, after receiving the message, the terminal will unpack the PUSH content, and extract the relevant SI information body therefrom. For example, according to the information carried in the SI, if sessionMethod="MMS", the terminal initiates a session using the MMS session method, and the information href=http: //mms_souce.com in the SI indicates that the content of the session is from the link http://mms_souce. com , to-address= http ://destServer.example.com indicates that the destination address of the session is: http://destServer.example.com, and the validity period of the session is 2001-08-07T10:13:00Z. Then the terminal fills the session destination address into the MMS sending address, and sends the content obtained from the link as the session content to the above destination address.

Depending on the session mode and purpose, the information expression form of SI will be different. The main function of SI information is to instruct the terminal how to process the received PUSH message, and complete the relevant session according to the content carried in the PUSH message.

This embodiment realizes that the terminal automatically initiates a CS circuit domain session, a VoIP (Voice over IP, voice over IP) session or a videophone session to the destination address according to the destination address and session mode identifier in the notification message sent by the server. , it can also be multimedia message (MMS), short message (SMS), instant message (IM) or electronic mail (EMAIL).

FIG. 2 is a flow chart of the method in Embodiment 2 of the present invention. Embodiment 2 of the present invention provides a specific application scenario of the method in Embodiment 1: the server corresponds to the call center, and the session destination address corresponds to the customer service of the enterprise. Among them, the enterprise customer service is not bound to the call service of the call center. The concrete steps of the method of the present embodiment are as follows:

S201 The terminal sends a query request message to the call center to query the customer service number of the enterprise, and the query request message includes the terminal number.

This step can be entered by the terminal through the link of the enterprise portal website, input the terminal number and submit.

S202 The call center receives the query request message, queries the corresponding enterprise customer service number in the query request message from the database, and sends call-related information to the terminal in the form of a notification message according to the terminal number. The notification message includes the conversation mode identifier and the customer service number of the inquired enterprise.

S203 After receiving the notification message, the terminal automatically initiates a call to the enterprise customer service corresponding to the enterprise customer service number according to the session mode identifier.

In this step, you can choose to initiate a call to the enterprise customer service corresponding to the enterprise customer service number according to the conversation instruction according to the prompt in the notification message.

S204 After receiving the call from the terminal, the enterprise customer service initiates a call back to the terminal.

This embodiment realizes that the terminal queries the customer service number from the call center, and initiates a call to the enterprise customer service according to the enterprise customer service number in the notification message returned by the call center, and finally the enterprise customer service initiates a call back. Through this solution, the terminal user can obtain The callback service of enterprise customer service reduces the burden of call charges for end users.

Fig. 3 is the method flowchart of the third embodiment of the present invention, and the present embodiment provides a method for initiating a call to the enterprise customer service through an IVR (Interactive Voice Response, Interactive Voice Response) server. Among them, the enterprise landline is not bound to the calling service of the call center, but is bound to the IVR platform.

S301 The terminal sends a query request message to the call center to query the customer service number of the enterprise, and the query request message includes the terminal number.

This step can be entered by the terminal through the link of the enterprise portal website, input the terminal number and submit; it can also be entered by the computer through the link of the enterprise portal website, input the terminal number and submit.

S302 The call center receives the query request message, queries the corresponding enterprise customer service number in the query request message from the database, and sends call-related information to the terminal in the form of a notification message according to the terminal number. The notification message includes the session mode identifier and the customer service number of the inquired enterprise, and the customer service number of the enterprise is a number bound with the IVR server.

S303 After receiving the notification message, the terminal automatically initiates a call to the IVR server according to the voice call identifier and the number bound to the IVR server.

In this step, a call may be initiated to the IVR server according to the voice call ID and the number bound to the IVR server according to the prompt in the notification message.

The S304IVR server establishes a call between the terminal and the enterprise customer service through the voice guidance process.

Through the method of this embodiment, the terminal can query the number bound to the customer service and the IVR server, initiate a call to the number, and the IVR server establishes a call between the terminal and the customer service, so that the customer service is invisible to the terminal number, protecting the security of the terminal user. privacy.

FIG. 4 is a flow chart of the method of Embodiment 4 of the present invention. In the embodiment of the present invention, the call center returns the hierarchical customer service calls corresponding to the keys containing branches according to the tree logic of the terminal logging into the enterprise website. Among them, the corporate landline is not bound to the call service of the call center.

S401 The terminal sends a query request message to the call center to query the customer service number of the enterprise, and the query request message includes the terminal number.

This step can be entered by the terminal through the link of the enterprise portal website, input the terminal number and submit; it can also be entered by the computer through the link of the enterprise portal website, input the terminal number and submit.

S402 The call center receives the query request message, returns the corresponding hierarchical customer service number containing branch buttons according to the tree logic of the terminal's login to the enterprise website, and sends call-related information to the terminal in the form of a notification message according to the terminal number. The notification message includes a hierarchical customer service number with a branch button and a voice call ID.

S403 After receiving the notification message, the terminal automatically initiates a call to the enterprise customer service according to the voice call identifier and the hierarchical customer service number containing branch buttons.

In this step, the terminal may also select according to the prompt in the notification message to initiate a call to the enterprise customer service according to the voice call identifier and the hierarchical customer service number containing branch buttons.

Assuming that the switchboard of company A is 123456, the customer service extension number corresponding to its P product department is 1, and the customer service number of X series products is 02, then the number returned in the notification message is 01012345678P1P02, where P is a special symbol in GSM, indicating a delay of 10 Seconds, generally used when dialing an extension number. The following is an example of the PUSH message received by the terminal:

<? xml version="1.0" encoding="UTF-8"? ><si><indication sessionMethod="CSCall"to-address="01012345678P 1P02"created="2001-07-31T10:13:00Z"'si-expires="'2001-08-07T10:13:00Z"' >You Are Calling ServiceCenter</indication></si>

According to the PUSH message, the terminal initiates a call to the enterprise customer service: 010-12345678. After connecting to the switchboard, after a delay of 10 seconds, the terminal automatically dials 1 to enter the first-level extension, and then automatically dials 02 at intervals of 10 seconds to enter the second-level extension. In this way, the customer can directly communicate with the customer service of the X series products.

Through the method in this embodiment, the terminal can obtain the hierarchical customer service number containing branch buttons, automatically initiate a call to the customer service, and directly enter the required service area, reducing the complexity of terminal user operations.

Fig. 5 is a flow chart of the method of Embodiment 5 of the present invention. In the embodiment of the present invention, the conversation mode initiated by the terminal to the customer service is MMS, wherein the enterprise landline is not bound to the call service of the call center.

S501 The terminal receives a notification message sent by the server, where the notification message includes a multimedia message identifier, information related to the content of the multimedia message, and a destination address of the multimedia message.

S502 The terminal acquires the content of the multimedia message according to the relevant information of the content of the multimedia message, and sends the multimedia message including the content of the multimedia message to the destination address of the multimedia message according to the identification of the multimedia message.

In this step, the terminal may choose to obtain the content of the MMS according to the relevant information of the content of the MMS according to the prompt in the notification message, and send the MMS including the content of the MMS to the destination address of the MMS.

Take the implementation of WAP PUSH as an example to illustrate the above process:

In the PUSH message, the calling application will be identified by the X-Wap-Application-Id header field. In this example, the header field setting method can be as follows:

X-Wap-Application-Id:x-wap-application:session.ua

Wherein, session is an extended value, identifying a call-related module in the terminal.

In WAP Push, the form of a DTD that the PUSH message may adopt during the transmission process is shown in the DTD in Embodiment 1. According to the DTD, in the embodiment of the present invention, the PUSH message sent by the server to the terminal is exemplified as follows:

<? xml version="1.0" encoding="UTF-8"? ><si><indication href="http://mms_souce.com" to obtain the address of the call content sessionMethod="MMS" MMS call method to-address="http://destServer.example.com" to call to the server address created="'2001-07-31T10:13:00Z"'si-expires="'2001-08-07T10:13:00Z"'></indication></si>

In the above example, it is an XML instance of an SI message encapsulated by the PUSH message. The XML data of the SI is mainly used to be encapsulated in the message body of the PUSH message as the specific content that the application needs to identify. In the PUSH message, the application to be processed will be identified through the header field of X-Wap-Application-Id. Then, the PUSH client sends the PUSH message encapsulated with the SI message to the relevant application for processing according to the specific value of the APP-Id. An example is provided: "X-Wap-Application-Id:x-wap-application:session.ua", indicating that the PUSH message is to be handed over to the calling application module.

In this example, after receiving the message, the terminal will unpack the PUSH content, and extract the relevant SI information body therefrom. According to the information carried in the SI, the terminal adopts the multimedia message calling method (indicated by sessionMethod="MMS"), and the content of the multimedia message should be obtained from the link: http://mms_souce.com (passed by href=http: //mms_souce.com Indicated), the destination address of the call is: http://destServer.example.com (indicated by to-address=" http://destServer.example.com "), the validity period of the call is 2001-08-07T10:13: 00Z.

The operation performed by the terminal can be to take out the call content from the link http://mms_souce.com; trigger the MMS-related functions, fill in the destination address of the call into the sending address of the MMS, and fill in the call content as the sending content of the MMS, where the call content It can be the original content retrieved from the link http://mms_souce.com, or it can be the content after the user or the call application module has processed the content. For example, the downloaded from the link can be a script file, which needs to be selected by the user The generated content is used as MMS content. Finally, the multimedia message is sent to the destination address.

Depending on the specific purpose and method, the form of SI information expression will also be different. The SI is mainly used to instruct the call application module how to process the PUSH message, so as to complete the relevant call process according to the content carried in the PUSH message.

It should be noted that the WAP PUSH method in this embodiment is just an example, and there are many ways to realize the notification message. For example, in the short message (SMS) mode, the required SI message and APP-ID data can be sent in the form of XML. Carried in the short message body, it can also integrate IP message, WAPPUSH, SIP PUSH or other PUSH methods for CPM. The MMS conversation in this embodiment is just an example, and short message (SMS), instant message (IM), email (EMAIL) and other conversation methods can also be used, and the steps involved are similar.

Through the method of this embodiment, the terminal can automatically send a multimedia message (MMS) to the destination address of the multimedia message according to the destination address of the multimedia message in the PUSH message, the information related to the content of the multimedia message and the identification of the multimedia message. Similarly, the method of this embodiment can also be used to Automatically send short message (SMS), instant message (IM) or email (EMAIL) to the destination address.

FIG. 6 is a schematic structural diagram of a terminal embodiment 1 of the present invention. The terminal includes a message receiving unit 61 for receiving a notification message sent by the server, and the notification message includes a session mode identifier and session parameter information; a session initiation unit 62 is used for According to the session parameter information, a session is initiated in a session mode corresponding to the session mode identifier.

Optionally, the above-mentioned message receiving unit 61 further includes a destination address receiving subunit 711, configured to receive a session destination address; The session destination address initiates the session.

Optionally, the above-mentioned terminal further includes a query message sending unit 73, configured to send a message of querying the session destination address to the server, and the message of querying the session destination address includes the session address of the terminal.

Optionally, the above-mentioned session initiating unit 62 further includes a first initiating unit 721 configured to initiate a voice call or a videophone call according to the session parameter information and the session identifier.

Optionally, the above-mentioned session initiating unit 62 further includes a second initiating unit 722, configured to send a multimedia message, a short message, an instant message or an email according to the session parameter information and the session identifier.

Optionally, the above message receiving unit 61 further includes a session content information receiving unit 712, configured to receive session content information sent by the server; then the above session initiating unit further includes a session content obtaining unit 723, configured to The information obtains the content of the multimedia message, short message, instant message or email.

Optionally, the above-mentioned session initiating unit further includes an initiating confirming unit 724, configured to prompt whether to initiate a session, and if so, trigger to initiate the session.

Fig. 7 is a schematic structural diagram of the terminal embodiment 2 of the present invention, the terminal includes a message receiving unit 61 for receiving a notification message sent by the server, the notification message includes a session mode identifier and session parameter information; a session initiation unit 62 is used for According to the session parameter information, a session is initiated in a session mode corresponding to the session mode identifier. The message receiving unit 61 also includes a destination address receiving subunit 711 for receiving the session destination address; a session content information receiving unit 712 for receiving the session content information sent by the server; the session initiating unit 62 also includes a first initiating unit 721, for initiating a voice call or a videophone call according to the session parameter information and session ID; the second initiating unit 722, for sending MMS, short message, instant message or email according to the session parameter information and session ID; session content acquisition The unit 723 is configured to obtain the content of the multimedia message, short message, instant message or email according to the session content information; the initiation confirmation unit 724 is configured to prompt whether to initiate a session, and if yes, trigger the initiation of the session. The above-mentioned terminal also includes a query message sending unit 73, configured to send a message of querying the session destination address to the server, and the message of querying the session destination address includes the session address of the terminal.

The notification message in the above-mentioned terminal embodiment can be implemented in multiple ways, such as in the short message (SMS) mode, the required SI message and APP-ID data can be carried in the short message body in the form of XML, and can also be integrated by CPM IP message, WAP PUSH, SIP PUSH or other PUSH methods.

Fig. 8 is a schematic structural diagram of a server embodiment 1 of the present invention, the server includes a message generation unit 81 for generating a notification message, the notification message includes session mode identification and session parameter information; a message sending unit 82 for sending The notification message is used to instruct the terminal to initiate a session in a session mode corresponding to the session mode identifier according to the session parameter information.

Fig. 9 is a schematic structural diagram of the second embodiment of the server of the present invention, the server includes a message generating unit 81, configured to generate a notification message, the notification message includes a session mode identifier and session parameter information; a message sending unit 82, configured to send The notification message is used to instruct the terminal to initiate a session in a session mode corresponding to the session mode identifier according to the session parameter information; the message sending unit 82 further includes a destination address sending subunit 921 for sending the terminal to initiate a session session destination address. The terminal further includes a query message receiving unit 93, configured to receive a session destination address query message sent by the terminal, where the session destination address query message includes the session address of the terminal. Then the server also includes a query unit 94, which is used to query and obtain the session destination address according to the message of the query session destination address; a terminal address extraction unit 95, which is used to extract the query session destination address. The session address of the terminal; then the message sending unit is further configured to send a notification message according to the session address of the terminal.

The notification message of the above-mentioned server embodiment has multiple ways to realize, as in the short message (SMS) mode, the required SI message and APP-ID data can be carried in the short message body in the form of XML; Message, WAP PUSH, SIP PUSH or other PUSH methods.

Fig. 10 is a schematic flow chart of the sixth method of the present invention, the steps of which are as follows:

S601 The terminal receives a notification message sent by the server, where the notification message includes a short message identifier, information related to the content of the short message and a destination address of the short message.

S602 The terminal acquires the content of the short message according to the relevant information of the content of the short message, and sends the short message including the content of the short message to the destination address of the short message according to the identifier of the short message.

When this embodiment is applied in the DCD (Dynamic Content Delivery) business field, the above-mentioned server may be a DCD server, and the content-related information of the short message sent by the DCD server includes information that needs to be fed back by the terminal or information that needs to be selected by the terminal. It is only an example that the session mode adopts a short message in the embodiment, and the session mode identification in the notification message can also be other DCD message identifications such as multimedia message identification, wherein, the session mode corresponding to the DCD message identification includes the short message, multimedia message, Messages including voice, videophone, email, instant message and messages defined by DCD itself. The messages defined by the DCD itself include DCD uplink messages, where the uplink messages include: callback session mode, call back session content, destination address, and extension fields. The content of the callback session can be a script file, a URL, or content such as text, picture, or video. The channel through which the terminal sends the above short message may be a DCD channel.

This embodiment also can be applied in RME (Rich Media Environment, rich media environment) business, and server is RME server (such as RME business investigation server) at this moment, and the short message content related information that RME server issues contains needs terminal feedback Information or information that needs to be selected by the terminal. In the embodiment, the conversation mode adopts the short message as an example of the RME message. The conversation mode corresponding to the RME message identification includes the short message, multimedia message, voice, videophone, email provided in the RME service, Messages including instant messages and messages defined by RME itself. The messages defined by RME itself include RME uplink messages, where the uplink messages include: callback session mode, callback session content, destination address, and extension fields. The content of the callback session can be a script file, URL, or text, picture, video, etc.

This embodiment can also be applied in the field of mobile TV services. For example, in the interactive service of mobile TV, if the server needs to obtain the vote of the terminal user, the server can send the voting information to the terminal in the form of a notification message, and the terminal receives the notification. After the message, the terminal obtains the content of the short message (such as the information that needs to be fed back by the terminal or the information that needs to be selected by the terminal) according to the relevant information of the content of the short message in the notification message, and sends a short message that includes the content of the short message to the destination address of the short message according to the short message identifier. information. Among them, the short message is just an example of the conversation mode, and the conversation mode corresponding to the mobile phone TV message identification includes MMS, HTTP (Hypertext Transfer Protocol hypertext transfer protocol) message, BCAST (Broadcast mobile multimedia broadcasting service) interactive message, USSD (Unstructured Supplementary Service) Data (unstructured supplementary data service) message, etc.

The example of the PUSH message in the embodiment is as follows:

<? xml version="1.0"encoding="UTF-8"?><si><indicationhref="http://smssource.com" to get the address of user content sessionMethod="SMS" SMS call method to-address=" http://destServer.example.com "feedback to the server Address created=″2001-07-31T10:13:00Z″′si-expires=″′2001-08-07T10:13:00Z″′></indication><script>Added script file</script></ si>

In the above example, it is an XML instance of an SI message encapsulated by the PUSH message. The XML data of the SI is mainly used to be encapsulated in the message body of the PUSH message as the specific content that the application needs to identify. In the PUSH message, the application to be processed will be identified through the header field of X-Wap-Application-Id. Then, the PUSH client sends the PUSH message encapsulated with the SI message to the relevant application for processing according to the specific value of the APP-Id. An example is provided as follows: "X-Wap-Application-Id:x-wap-application:session.ua".

The indication.href in this embodiment uses a URL, which is used to obtain user content. For example, the content may be a script file, and the user obtains a script file according to the link, and completes feedback according to the script file. It is also possible to directly add a script file in the XML to guide the user to complete the feedback. The added XML needs to add corresponding elements in the DTD. As follows:

<? xml version="1.0" encoding="UTF-8"? ><! ELEMENT si(indication, info?)><! ELEMENT indication(#PCDATA)><! ATTLIST indicationcbm CDATA#IMPLIED Callback method to-address CDATA#IMP LIED Callback destination address href%URI; #IMPLIEDsi-id CDATA#IMPLIEDcreated%Datetime; #IMPLIEDsi-expires%Datetime; #IMPLIEDaction(signal-lownone|signal- |signal-medium|signal-high|delete) "signal-medium"><! ELEMENT script ANY> Added script file element <! ELEMENT info(item+)><! ELEMENT item(#PCDATA)><! ATTLIST itemclass NMTOKEN #REQUIRED><! ELEMENT sl EMPTY><! ATTLIST slcbm CDATA#IMPLIEDto-address CDATA#IMPLIEDhref%URI; #REQUIREDaction(execute-low|execute-high|cache)″execute-low″><! ENTITY% Datetime "CDATA"><! ENTITY %URI″CDATA″>

Among them, an element to indicate the purpose of the current operation can also be added after the callback destination address, and the form of the element can be: "description CDATA#IMPLIED".

It should be noted that the WAP PUSH method in this embodiment is just an example, and there are many ways to realize the notification message. For example, in the short message (SMS) mode, the required SI message and APP-ID data can be sent in the form of XML. Carried in the short message body, it can also integrate IP message, WAP PUSH, SIP PUSH or other PUSH methods for CPM.

According to the method, terminal and server of one or more embodiments of the present invention, the terminal can initiate a session to the destination address automatically or by the user according to the session mode identifier and session parameter information in the notification message sent by the server, and the terminal It can also actively query the server to obtain the destination address. The session mode used by the terminal can be a CS circuit domain session, a VoIP (Voice over IP, voice over IP) session or a videophone session, and the call-back can be initiated by the session destination party. It reduces the burden of the end user's call fee, and can also establish a session through the IVR server, so that the session destination party is invisible to the terminal's session address, protecting the privacy of the end user; the session method can also use multimedia message (MMS), short message (SMS) , instant message (IM) or email (EMAIL), and the session content can be obtained according to the session content information in the notification message. The invention simplifies the operation of the user to initiate the session, and reduces the adverse effect on the final transaction success rate caused by the complex operation of the session with the customer service of the enterprise.

The above is the description of the specific embodiments of the present invention, and the method of the present invention can be appropriately improved during the specific implementation process to meet the specific needs of specific situations. Therefore, it can be understood that the specific implementation manners according to the present invention are only exemplary, and are not intended to limit the protection scope of the present invention.

Claims (30)

1, a kind of conversation starting method is characterized in that, comprise,

The notification message that reception server sends comprises conversational mode sign and session parameter information in the described notification message;

According to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.

2, the method for claim 1 is characterized in that, described conversational mode sign comprises: voice call identifier, video phone call sign, multimedia message sign, Short Message Identifier, instant message sign or Email sign.

3, the method for claim 1 is characterized in that, described session parameter information is the parameter that described initiation session relates to, and comprises the session destination address at least, and then described initiation session is to described session destination address initiation session.

4, method as claimed in claim 3 is characterized in that, described session destination address is fixed telephone number, phone number, URI, SIP URI or EMAIL address.

5, method as claimed in claim 3 is characterized in that, describedly to described session destination address initiation session is: from the described session destination address of trend initiation session, or select to described session destination address initiation session according to the prompting of described notification message.

6, method as claimed in claim 3 is characterized in that, described server is a dynamic content dispensing DCD server, and then described conversational mode is designated the DCD message identifier.

7, method as claimed in claim 3 is characterized in that, described server is the RME of a Rich Media server, and then described conversational mode is designated the RME message identifier.

8, method as claimed in claim 3 is characterized in that, described server is a mobile phone TV server, and then described conversational mode is designated the mobile TV message identifier.

9, method as claimed in claim 3 is characterized in that, described server is a network call center, the customer service of the corresponding enterprise of described session destination address.

10, method as claimed in claim 9, it is characterized in that, also comprise before the notification message that described reception server sends,, comprise the session address of terminal in the message of described inquiry session destination address to the message of described server transmission inquiry session destination address.The terminal of the corresponding receiving notice message in described session address.

11, method as claimed in claim 10 is characterized in that, described message to described server transmission inquiry session destination address comprises that described terminal enters by the enterprise web site link, imports the session address and the submission of described terminal.

12, method as claimed in claim 11 is characterized in that, described session destination address is, lands the number of customer service by different level that the tree-shaped logic of enterprise web site is corresponding, contain branch's button with terminal.

13, method as claimed in claim 9, it is characterized in that, described conversational mode is designated voice call identifier or video phone call sign, then described is to initiate audio call or video phone call to the customer service of described enterprise to enterprise's customer service initiation session with the corresponding conversational mode of described conversational mode sign.

14, method as claimed in claim 13 is characterized in that, described conversational mode with described conversational mode sign correspondence comprises also that after enterprise's customer service initiation session the session that described enterprise customer service receiving terminal is initiated is initiated callback to terminal.

15, method as claimed in claim 13, it is characterized in that, described session destination address is the number of customer service of described enterprise and ivr server binding, then described conversational mode with described conversational mode sign correspondence comprises to described session destination address initiation session, terminal makes a call to described ivr server with described conversational mode, and described ivr server is set up calling between terminal and the enterprise's customer service by the voice guide flow process.

16, method as claimed in claim 9, it is characterized in that, described conversational mode is designated multimedia message sign, Short Message Identifier, instant message sign or Email sign, then described is to send multimedia message, short message, instant message or Email to the customer service of described enterprise to session destination address initiation session with the corresponding conversational mode of described conversational mode sign.

17, method as claimed in claim 16 is characterized in that, also comprises session content information in the described session parameter information, is used for the content that indicating terminal obtains described multimedia message, short message, instant message or Email.

As each described method of claim 1 to 17, it is characterized in that 18, described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.

19, a kind of terminal is characterized in that, comprises, the message sink unit is used for the notification message that reception server sends, and comprises conversational mode sign and session parameter information in the described notification message; The unit is initiated in session, is used for according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.

20, terminal as claimed in claim 19 is characterized in that, described message sink unit comprises that also destination address receives subelement, is used to receive the session destination address; Then described session is initiated the unit and is further used for according to described session parameter information, identifies corresponding conversational mode to described session destination address initiation session with described conversational mode.

21, terminal as claimed in claim 20, it is characterized in that described terminal also comprises, the query messages transmitting element, be used for sending the message of inquiry session destination address, comprise the session address of described terminal in the message of described inquiry session destination address to server.

22, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, first initiates the unit, is used for initiating audio call or video phone call according to described session parameter information and described session identification.

23, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, second initiates the unit, is used for sending multimedia message, short message, instant message or Email according to described session parameter information and described session identification.

24, terminal as claimed in claim 23 is characterized in that, described message sink unit also comprises, the session content information receiving unit is used for the session content information that reception server sends; Then described session is initiated the unit and is also comprised, the session content acquiring unit is used for obtaining according to described session content information the content of described multimedia message, short message, instant message or Email.

25, terminal as claimed in claim 19 is characterized in that, described session is initiated the unit and also comprised, initiates confirmation unit, is used for prompting and whether initiates described session, if then trigger and initiate described session.

26, as each terminal as described in the claim 19 to 25, it is characterized in that described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.

27, a kind of server is characterized in that, comprises, message generation unit is used to generate notification message, comprises conversational mode sign and session parameter information in the described notification message; Message sending unit is used to send described notification message, and this notification message is used for indicating terminal according to described session parameter information, with the corresponding conversational mode initiation session of described conversational mode sign.

28, server as claimed in claim 27 is characterized in that, described message sending unit comprises that also destination address sends subelement, is used to send the session destination address of described terminal initiation session.

29, server as claimed in claim 28, it is characterized in that described server also comprises, the query messages receiving element, the message that is used for the inquiry session destination address that receiving terminal sends comprises the session address of described terminal in the message of described inquiry session destination address.Then described server also comprises, query unit is used for the message according to described inquiry session destination address, inquires about and obtain described session destination address; The terminal address extraction unit, the session address that is used to extract terminal described in the described inquiry session destination address; Then described message sending unit also is used for sending a notification message according to the session address of described terminal.

As each described server of claim 27 to 29, it is characterized in that 30, described notification message comprises WAP PUSH PUSH message, or the SMS short message, or the PUSH message of the dialogue-based initializtion protocol of SIP PUSH, or the CPM amalgamation IP message.

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