CN101815135B - Implementation method for building service platform between telephone line and service system - Google Patents
Implementation method for building service platform between telephone line and service system Download PDFInfo
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Abstract
The invention discloses an implementation method for building an intermediate service platform between a telephone line terminal and a service system application server based on a network B/S architecture. The method employing the structure with the unified line integrated with the service platform on the basis of the network B/S architecture is convenient to update and release, and can quickly adapt to integration with new service platforms, and reduces the cost and risk. Moreover, by utilizing the web service technology, the service platform achieves the interaction between the telephone line (client terminal) and the service system (server), thereby better solving problem of tightly coupling the telephone line and the service system, and greatly improving the efficiency of promotion and integration of new service systems.
Description
Technical field:
The present invention relates to telecommunication service service and computer network communication technology, particularly a kind of implementation method that between telephone line end and business system server end, makes up the intermediary service platform of B/S framework Network Based.
Background technology:
At present, many business of telecommunications service company not only provide online service, and also needing provides voice service to the client.In order to realize catching incoming information and be delivered to these operation systems from telephone system, both needed to communicate by letter with underlying device, need again with application server alternately, therefore the basic mode of the embedded browser of C/S multipad framework that adopts realizes.Application program can be accessed Basic API (ApplicationProgramming Interface, application programming interface) and be received incoming information, and accesses corresponding operation system according to type of service in embedded browser.As shown in Figure 1.
Like this, when seat (client terminal) softward interview operation system, according to the agreement of different business, organize its required various information, pass to together operation system with public informations such as calling and called numbers, provide service thereby redirect to operation system.Because the network scenarios of using when the initial stage builds is limited in CN2 (the telecommunications company's interior business private) net of telecommunications, general seat software does not carry out the consideration of security aspect in the access service system.
Yet along with constantly carrying out of telecommunications service corporate business, telecommunications service company product is constantly released, and intra-company just constantly builds new operation system, has increasing service needed voice service is provided.And each operation system all might propose some agreements of oneself when integrated with general seat software, such as requiring general seat software to import some parameters that need for native system etc. into.This just requires general seat software constantly to transform, customize.General seat software product for maturation, the frequent change is inappropriate in order to adapt to these demands, more because it is the general seat software that is widely used in the different vendor of national each province, debugging, renewal, issue are all inconvenient, and the cost that each integrated modification brings is also quite large.This popularization for the telecommunications service corporate business is very unfavorable.Therefore, be badly in need of making technically a solution, solve this problem: the convenient uniformly integrated popularization new business of the speed of should seeking quickness guarantees again security, and can reduce cost and risk.
Summary of the invention:
In order to solve the technical matters that exists in the above-mentioned prior art, the objective of the invention is by using a kind of technical scheme between telephone line (client terminal) and operation system (server end), to introduce a unified seat Integrated Service Platform the integrated demand of ever-increasing operation system (content of new service business) to be peeled off out from telephone line (client terminal software development).
So, telephone line (client terminal) is accessed this and is unified the seat Integrated Service Platform, imports such as the calling and called number public informations such as seat ground area code and job number into.Be provided to the further access of each operation system by unified seat Integrated Service Platform.
In the operation system that realizes according to the inventive method, this unified seat Integrated Service Platform is convenient to upgrade and issue based on the B/S network architecture, can adapt to fast integrated with the Added Business platform, and reduce cost and risk.Certainly this platform is owing to adopting web service technology, realized between telephone line (client terminal) and the operation system (server end) alternately, solved preferably the tight coupling problem of general seat software and operation system.Greatly improved the integrated popularization efficient of new business system.
In addition, consider some operation system must and the IVR (abbreviation of Interactive Voice Response, be interactive voice answering) etc. function carry out complex interaction, above-mentioned this new business system still can keep and uses former intergration model, in order to can study simultaneously other feasible programs.The structure of the new business system that is made up by the method for the invention as shown in Figure 2.
The concrete scheme of the inventive method is as follows:
1) general seat software starts
2) general seat software calls seat Integration Services login
3) the seat Integrated Service Platform generates ticket, seat Integration Services URL, checks in all kinds of traffic bullets screen modes, obtains system time, is organized into the XML form and returns general seat software.
4) general seat software is resolved the XML return, preserves ticket, unified service URL, bullet screen mode, calculates to get the mistiming Δ t of system time and local zone time.
5) general seat software receives the incoming call message from telephone system
6) general seat software generates token, according to the corresponding traffic bullet screen mode that obtains before, and in embedded or ejection mode, band token and agreement parameter access seat Integration Services URL.
7) the seat Integrated Service Platform is judged type of service, if next step is then carried out in multi-service, otherwise single professional, then directly forward step S614 to.
8) seat Integrated Service Platform checking token
9) the seat Integrated Service Platform obtains the incoming call customer information according to calling number from same crm system.Each service lists of regeneration.Generate the integrated service interface, return the embedded browser of seat.
10) the embedded browser display integrated service of seat interface comprises customer information and service lists.
11) telephonist clicks certain business, and the embedded browser of seat is with the mode request seat Integration Services URL of pop-up window.
12) general seat software is intercepted and captured request, generates token, and band visits again request seat Integration Services URL in seat Integration Services URL.
13) the seat Integrated Service Platform is received after the request it as single traffic identification.
14) the seat Integrated Service Platform is obtained the parameter of arranging with operation system, band token access service system entry URL.
15) after operation system is received request, call seat Integration Services check, checking token.Return the embedded browser of seat.
16) the embedded browser-presented operation system of seat interface.
The inventive method has adopted the mode of middleware, makes original operation system (server end) and the integrated of telephone line (client terminal) are responsible for finishing by middleware.
Integration mode originally all needs to transform each general seat software at every turn, customizes the standard of a series of special uses for operation system, and need to be deployed to all parts of the country, and uniting and adjustment, deployment all very bother, and also are not easy to change.And at every turn above all investment costs can occur all, and the suitable enforcement time.
The middleware of new departure adopts the structure of B/S to realize, by contrast, integrated debugging is all very convenient, does not need various places to dispose, and can adapt to more neatly the change of business demand.Need the expense of investment seldom, the implementation cycle also can reduce greatly.
In addition, the inventive method is so that the new business system also possesses following advantage:
1, the single-sign-on, the identity verification scheme that carefully design.The platform of a safety and reliability is provided, so that access can't be stolen on the public network, has prevented to a certain extent hacker's intrusion.
2, Operator Position System (client terminal) and the integrated new method of operation system (server end) have been created, so that the close-coupled relation of past general seat software and operation system is able to decoupling zero.By unified service platform, the rear end is integrated with different Operator Position Systems, front end and each operation system interface.So that operation system does not need to be concerned about the difference of each integrated general seat software, and only need and to unify service platform integrated.Also so that from integrated debugging, the efficient of reaching the standard grade to enforcement improves greatly, the promotion rate of new system greatly improves the BS structure of unified service platform!
Description of drawings:
Further specify the present invention below in conjunction with the drawings and specific embodiments.
Fig. 1 is the structured flowchart of existing telecommunication service system;
Fig. 2 is the structured flowchart of the telecommunication service system that realizes according to the inventive method;
Fig. 3 is the inventive method telecommunication service systematic account of realizing and graph of a relation that allows to connect operation system and IP safety filtering.
Fig. 4 is single Business flow figure in the constructed operation system of the present invention;
Fig. 5 is multi-service workflow diagram in the constructed operation system of the present invention;
Fig. 6 is the integrated workflow diagram of general seat software and operation system in the constructed operation system of the present invention;
Fig. 7 be in the constructed operation system of the present invention when incoming call general seat software the processing logic process flow diagram.
Embodiment:
For technological means, creation characteristic that the present invention is realized, reach purpose and effect is easy to understand, below in conjunction with concrete diagram, further set forth the present invention.
(1) single-sign-on, authentication;
Because target of the present invention is want to be applicable to the operation system of national each province and general seat software integrated, many operation systems provide service at public network.With regard to the problem of the security aspect that is faced with, must effectively control security like this, this also is the problem that this programme emphasis will solve.
For operation system, the security mechanism of oneself is arranged, the user could operate corresponding function by the account login.But after integrated with general seat software, seat personnel login only needs general seat software of login just can use each operation system, general seat software is the direct access service of the mode system by link at present, the mechanism that does not have security control, therefore in a single day link stolen just can directly enter operation system in browser.
What the present invention mainly considered is exactly this type of security hidden danger.With the single-sign-on of maturation, though the scheme of unified identity authentication can address this problem fully, not too suitable in China, comparatively complicated again.For preventing that effectively illegally usurping link enters system, the present invention proposes comparatively easy scheme.Main design concept is as follows:
Show first the identity information of oneself when 1, each general seat software starts at the seat Integrated Service Platform, service platform according to these Information generations ticket (ticket), returns to general seat software for registered account number.In follow-up each request, all need to show the token (voucher) that is generated by ticket, check identity information.
If 2 do not take ticket, just authentication that can't be by server, also just can't access system.
3, the URL dynamic state of parameters of each request generates, and becomes meaningless so that steal URL.
The present invention program who creates according to above-mentioned principle is referring to " summary of the invention ".
(2) bullet screen mode;
Actual scene have single business and multiple services situation minute, to incoming call bullet screen require different.And each operation system is for the mode of incoming call bullet screen also difference to some extent.
Multi-service integrated customer service pattern;
If a certain customer service number provides the multiple voice service, then be intended to and do not know to enter which operation system front the telephonist query user, a unified service interface just need to be provided, list available service list, click after going and finding out what's going on for the telephonist.Should obtain customer information from same CRM according to calling number simultaneously in same service interface shows.Therefore, in multi-service mode, refresh unified service interface during incoming call, the mode that is clicked operation system by the telephonist is the ejection mode.
Single business model;
If called customer service number is single professional voice service, such as the digital map navigation service only is provided, then should be by the identification of seat Integration Services behind incoming call, and change voluntarily corresponding operation system over to.Operation system should identify customer information.
The appliance for releasing single screen mode of single business model also will decide according to the difference of operation system.Situation has two kinds, and some operation systems provide function of tonic chord interface for operations such as telephonist's Query Informations, when incoming call, has specially the interface of certain service is ejected, minute main interface and bullet screen interface.Some operation systems then are unified into an interface, and bullet screen interface and the function of tonic chord interface during incoming call are to operate in the same interface.Under single business model, function of tonic chord interface often is embedded in the general seat software.If bullet screen interface is independent of function of tonic chord interface, bullet shields externally in the browser when then sending a telegram here.Therefore to depend primarily on function of tonic chord interface and bullet screen interface be unified or different to the bullet screen mode of single business model.
(3) authentication and the information on services of the management of seat Integrated Service Platform;
In order to finish above single-sign-on, authentication, these functions of bullet screen mode, the seat Integrated Service Platform will be managed some necessary information.As shown in Figure 3.Each systematic account called side can corresponding one or more operation system (ServiceSYS), and the IP address standard of a plurality of permissions also can be set (Account).Account will provide first to each seat and preserve, and is responsible for its security by seat.Be with Account information when calling interface, the seat Integration Services is determined its service that provides, selects bullet screen mode, is checked the task such as its IP legitimacy according to Account.If a seat is responsible for the service of a plurality of numbers simultaneously, what correspondence provided is professional different, then needs a plurality of Account.When starting, general seat software needs to call respectively login with these Account, obtain ticket (ticket), the bullet screen mode returned separately, be responsible for the selection logic of certain Account during incoming call by seat side, and access the seat Integration Services in the bullet screen mode separately of before having obtained.
Account can by the Admin Administration, also provide self-service management function.This function will realize afterwards.
Referring to Fig. 4 and Fig. 5, it is the integrated sequential chart of general seat software and operation system, among the figure, telephone system represents the business telephone of outside line incoming call, the seat personnel represent business telephone wiring waiter, general seat software represents client and program thereof, and the seat Integration Services represents that operation system represents service server end and program thereof by the platform of the inventive method structure.
As shown in Figure 4, single Business flow is as follows:
Step S401: be with listed identity information during the seat client launches;
Step S402: the seat Integrated Service Platform returns call service bullet screen mode, generation ticket and system time, seat Integration Services URL
Step S403: outside line incoming call
Step S404: the wiring waiter the seat client according to before the bullet screen mode obtained, access seat Integration Services URL, and with the token of upper generation;
Step S405: the seat Integrated Service Platform is obtained the parameter band token access service system entry URL of operation system agreement;
Step S406: service server end authentication visitor identity;
Step S407: seat Integrated Service Platform return authentication result;
Step S408: the service server end returns operation system master interface/bullet screen interface.
As shown in Figure 5, multi-service workflow is as follows:
Step S501: be with listed identity information during the seat client launches;
Step S502: the seat Integrated Service Platform returns call service bullet screen mode, generation ticket and system time, seat Integration Services URL (URL is the entrance URL address of follow-up service, in seat Integrated Service Platform deploy) herein;
Step S503: outside line incoming call
Step S504: the wiring waiter the seat client according to before the bullet screen mode obtained, access seat Integration Services URL, and with the token of upper generation;
Step S505: seat Integrated Service Platform authentication visitor identity; (by the server-side certificate identity of seat Integrated Service Platform, can block in advance illegal visitor first, alleviate the pressure of service server end.)
Step S506: the service server end obtains the incoming call customer information according to calling number from unified crm system, generates the tabulation of each business;
Step S507: the service server end returns the integrated service interface to the wiring waiter, comprises customer information and service lists
Step S508: the wiring waiter selects the mode of professional pop-up window to access seat Integration Services URL by the seat client;
Step S509: the seat client generates token, and band is in URL;
Step S510: the seat Integrated Service Platform is obtained the parameter band token access service system entry URL of operation system agreement;
Step S511: service server end authentication visitor identity;
Step S512: seat Integrated Service Platform return authentication result;
Step S513: the service server end returns operation system master interface/bullet screen interface.
As shown in Figure 6, the integrated workflow of general seat software and operation system is as follows:
Step S601: general seat software starts
Step S602: general seat software calls seat Integration Services login
Step S603: the seat Integrated Service Platform generates ticket, seat Integration Services URL, check in all kinds of traffic bullets screen modes, obtain system time, be organized into the XML form returns general seat software.
Step S604: general seat software is resolved the XML return, preserves ticket, unified service URL, bullet screen mode, calculates to get the mistiming Δ t of system time and local zone time.
Step S605: general seat software receives the incoming call message from telephone system
Step S606: general seat software generates token, according to the corresponding traffic bullet screen mode that obtains before, and in embedded or ejection mode, band token and agreement parameter access seat Integration Services URL.
Step S607: the seat Integrated Service Platform is judged type of service, if next step is then carried out in multi-service, otherwise single professional, then directly forward step S614 to.
Step S608: seat Integrated Service Platform checking token
Step S609: the seat Integrated Service Platform obtains the incoming call customer information according to calling number from same crm system.Each service lists of regeneration.Generate the integrated service interface, return the embedded browser of seat.
Step S610: the embedded browser display integrated service of seat interface comprises customer information and service lists.
Step S611: the telephonist clicks certain business, and the embedded browser of seat is with the mode request seat Integration Services URL of pop-up window.
Step S612: general seat software is intercepted and captured request, generates token, and band visits again request seat Integration Services URL in seat Integration Services URL.
Step S613: the seat Integrated Service Platform is received after the request it as single traffic identification.
Step S614: the seat Integrated Service Platform is obtained the parameter with the operation system agreement, band token access service system entry URL.
Step S615: after operation system is received request, call seat Integration Services check, checking token.Return the embedded browser of seat.
Step S616: the embedded browser-presented operation system of seat interface.
As shown in Figure 7, the processing logic of general seat software is as follows during incoming call:
Step S701: general seat software records this accountID
Step S702: general seat software generates token
Step S703: if general seat software identical, then forwards current accountID and the comparison of last registration to step S705, otherwise enters next step.
Step S704: general seat software access seat Integration Services URL, querystring parameter: area_code, work_no, caller, callee, accountID, token, type=1.
Step S705: general seat software checks in the popup of the correspondence of before having obtained according to this accountID.
Step S706: general seat software is judged popup, if popup=1 then forwards step S707 to, if popup=0 then forwards step S708 to.
Step S707: general seat software prepares to initiate request in the ejection mode
Step S708: general seat software prepares to initiate request in embedded browser
Step S709: general seat software is initiated request, access seat Integration Services URL, querystring parameter: area_code, work_no, caller, callee, accountID, token, type=2.
(4) the parameter setting of such scheme in implementation procedure;
(1) interface is described in detail;
| The method name | Login |
| Explanation | If general seat software start and login successfully after call the service that a seat is responsible for a plurality of numbers simultaneously, what correspondence provided is professional different, then needs a plurality of Account.When starting, general seat software needs to call respectively login with these Account, obtain ticket (ticket), the bullet screen mode returned separately, be responsible for the selection logic of certain Account during incoming call by seat side, and access the seat Integration Services in the bullet screen mode separately of before having obtained. |
| The supplier | The seat Integrated Service Platform |
| Caller | General seat software |
| Input | According to the Account information that is distributed to local preservation, different:＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜root version=" x.x "〉＜net〉1 public network, 2CN2 net, 3DCN＜/net〉＜accountID〉xxxxx＜/accountID〉＜datetime〉seat time yyyymmddhhmiss＜/datetime〉＜areacode〉xxxxx＜/areacode 〉 |
| ＜workno〉xxxxx＜/workno〉＜IP〉xxx.xxx.xxx.xxx＜/IP〉＜hashcode〉xxxxx＜/hashcode〉＜/root〉＜!--hashcode is to { net $ accountID $ PW $ areacode $ workno $ IP $ datetime} makes 32 bit strings that the hash coding generates with unidirectional MD5 algorithm.PW is the password that is kept in the local Account information--〉 | |
| |
1, authenticating identity information checks the IP restriction rule.2, generate ticket ticket 3, obtain call service bullet screen mode |
| Return | Normal call returns＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜root〉＜URL〉＜/URL〉＜ticket〉xxxxx＜/ticket〉＜sysdate〉platform time yyyymmddhhmiss＜/sysdate〉＜callin accountID=" " popup=" 0|1 "/＜!--popup 0: embedded, 1: eject--〉＜/root illegally call return＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜root〉＜errorcode〉xxxxx＜/errorcode〉＜msg〉xxxxx＜/msg〉＜/root 〉 |
| The method name | check |
| Explanation | Call during request authentication |
| The supplier | The seat Integrated Service Platform |
| Caller | Operation system |
| Input | String token is generated by general seat software, and rule is: the time sysdate of estimation seat Integrated Service Platform is formatted as yyyymmddhhmiss.Token=ticket (46)+accountID (front setting to 0 supplied 5)+sysdate (14)+workno+ with unidirectional MD5 algorithm to { accountID PW workno ticket sysdate} makes 32 bit strings of hash coding. |
| |
1, the sysdate among the inspection token and the mistiming of platform, legal in one minute (time can arrange).2, verification token |
| Return | ＜? xml version=" 1.0 " encoding=" UTF-8 "?〉＜root〉＜result 0 the success, 1 the failure＜/result＜/root |
(2) interface security design
At first seat need to show its caller Account and just can call login, Account and some other client parameter information pass to login by MD5 simplex code, interface comes the legitimacy of verification caller by identical mode coded message, and to claim ticket (ticket) by the request of verification, ticket (ticket) is that the private key by the caller Account that only holds at server generates, the each generation adds timestamp, so both can guarantee also can't generate ticket (ticket) (because not knowing private key) with same generating algorithm, can prevent effectively again that ticket (ticket) was stolen.
During subsequently each incoming call, seat system access service system all must hold the token that contains ticket (ticket) information.The generation of Token also adds timestamp by MD5 simplex code, guarantees that the URL of access is not stolen.Operation system is called check, and the legitimacy of verification token just allows normally to enter system by rear.
Above demonstration and described ultimate principle of the present invention and principal character and advantage of the present invention.The technician of the industry should understand; the present invention is not restricted to the described embodiments; that describes in above-described embodiment and the instructions just illustrates principle of the present invention; without departing from the spirit and scope of the present invention; the present invention also has various changes and modifications, and these changes and improvements all fall in the claimed scope of the invention.The claimed scope of the present invention is defined by appending claims and equivalent thereof.
Claims (2)
1. an implementation method that makes up service platform between telephone line and the operation system is comprised of single vocational work and multi-service work dual mode, relates to telephone system, general seat software, seat Integrated Service Platform and operation system in the described method;
It is characterized in that, performing step is as follows:
(1) general seat software starts;
(2) general seat software calls seat Integration Services login;
(3) the seat Integrated Service Platform generates ticket, seat Integration Services URL, checks in all kinds of traffic bullets screen modes, obtains system time, is organized into the XML form and returns general seat software;
(4) general seat software is resolved the XML return, preserves ticket, seat Integration Services URL, bullet screen mode, calculates to get the mistiming Δ t of system time and local zone time;
(5) general seat software receives the incoming call message from telephone system;
(6) general seat software generates token, according to the corresponding traffic bullet screen mode that obtains before, and in embedded or ejection mode, band token and agreement parameter access seat Integration Services URL;
(7) the seat Integrated Service Platform is judged type of service, if next step is then carried out in multi-service, otherwise single professional, then directly forward step (14) to;
(8) seat Integrated Service Platform checking token;
(9) the seat Integrated Service Platform obtains the incoming call customer information according to calling number from same crm system, and each service lists of regeneration generates the integrated service interface, returns the embedded browser of seat;
(10) the embedded browser display integrated service of seat interface comprises customer information and service lists;
(11) telephonist clicks certain business, and the embedded browser of seat is with the mode request seat Integration Services URL of pop-up window;
(12) general seat software is intercepted and captured request, generates token, and band visits again request seat Integration Services URL in seat Integration Services URL;
(13) the seat Integrated Service Platform is received after the request it as single traffic identification;
(14) the seat Integrated Service Platform is obtained the parameter of arranging with operation system, band token access service system entry URL;
(15) after operation system is received request, call seat Integration Services check, checking token returns the embedded browser of seat;
(16) the embedded browser-presented operation system of seat interface.
According to claim 1 the structure telephone line and operation system between the implementation method of service platform, it is characterized in that, the interface security setting of described general seat software comprises:
At first seat need to show its caller Account and just can call login, Account and some other client parameter information pass to login by MD5 simplex code, interface comes the legitimacy of verification caller by identical mode coded message, and the request by verification claimed ticket, ticket is that the private key by the caller Account that only holds at server generates, the each generation adds timestamp, so both guaranteed also can't generate ticket with same generating algorithm, prevented effectively again that ticket was stolen; During subsequently each incoming call, seat system access service system all must hold the token that contains ticket information; The generation of token also adds timestamp by MD5 simplex code, guarantees that the URL of access is not stolen, and operation system is called check, and the legitimacy of verification token just allows normally to enter system by rear.
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| CN102136967B (en) * | 2010-12-31 | 2014-04-02 | 华为软件技术有限公司 | Method, device and system for managing service state |
| CN103152493B (en) | 2011-12-06 | 2015-08-12 | 中兴通讯股份有限公司 | A kind of cloud position implementation method, system and cloud seat call end |
| CN103139200B (en) * | 2013-01-06 | 2016-06-15 | 深圳市元征科技股份有限公司 | A kind of method of Web service single-sign-on |
| CN107038590A (en) * | 2017-03-21 | 2017-08-11 | 阿里巴巴集团控股有限公司 | Show the implementation method and device of user profile |
| CN107800892B (en) * | 2017-09-20 | 2019-09-17 | 平安科技（深圳）有限公司 | A kind of method and service combination, device, equipment and computer readable storage medium |
| CN109831591B (en) * | 2019-03-14 | 2021-04-20 | 优信拍（北京）信息科技有限公司 | Calling method, device and terminal of call center |
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| CN101026595A (en) * | 2007-01-29 | 2007-08-29 | 中国联合通信有限公司 | Self-help service system and method based on instant communication device |
| CN101188581A (en) * | 2007-12-12 | 2008-05-28 | 北京亿企通信息技术有限公司 | A method for identifying user in instant communication tool |
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| Publication number | Publication date |
|---|---|
| CN101815135A (en) | 2010-08-25 |
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