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.