一、业务场景与技术背景

在移动端客服系统中，电话监听是提升服务效率的核心功能。例如当用户拨打企业客服热线时，系统需自动识别来电号码、记录通话时长、触发工单分配等操作。Android系统的Service组件因其独立于Activity的生命周期特性，成为实现后台电话监听的最优选择。

技术挑战

权限管控：Android 10+对电话状态访问实施严格限制
服务持续性：需应对系统资源回收导致的服务终止
多场景适配：包括来电、去电、通话状态变更等事件处理

二、核心实现方案

1. 权限声明与动态申请

<!-- AndroidManifest.xml -->
<uses-permission android:name="android.permission.READ_PHONE_STATE" />
<uses-permission android:name="android.permission.PROCESS_OUTGOING_CALLS" />
<!-- Android 10+需额外声明 -->
<uses-permission android:name="android.permission.READ_CALL_LOG" />

动态权限申请示例：

private fun checkPhonePermissions() {
    val permissions = mutableListOf(
        Manifest.permission.READ_PHONE_STATE,
        Manifest.permission.PROCESS_OUTGOING_CALLS
    )
    if (Build.VERSION.SDK_INT >= Build.VERSION_CODES.Q) {
        permissions.add(Manifest.permission.READ_CALL_LOG)
    }
    ActivityCompat.requestPermissions(
        this,
        permissions.toTypedArray(),
        PERMISSION_REQUEST_CODE
    )
}

2. 监听服务实现

服务基础架构

class PhoneMonitorService : Service() {
    private lateinit var telephonyManager: TelephonyManager
    private lateinit var phoneStateListener: PhoneStateListener
    override fun onCreate() {
        super.onCreate()
        telephonyManager = getSystemService(Context.TELEPHONY_SERVICE) as TelephonyManager
        phoneStateListener = object : PhoneStateListener() {
            override fun onCallStateChanged(state: Int, phoneNumber: String?) {
                when (state) {
                    TelephonyManager.CALL_STATE_RINGING -> {
                        // 处理来电逻辑
                        handleIncomingCall(phoneNumber)
                    }
                    TelephonyManager.CALL_STATE_OFFHOOK -> {
                        // 通话接通处理
                    }
                    TelephonyManager.CALL_STATE_IDLE -> {
                        // 通话结束处理
                    }
                }
            }
        }
        // 注册监听（需动态权限）
        if (checkSelfPermission(Manifest.permission.READ_PHONE_STATE) == 
            PackageManager.PERMISSION_GRANTED) {
            telephonyManager.listen(phoneStateListener, 
                PhoneStateListener.LISTEN_CALL_STATE)
        }
    }
    // 其他必要方法实现...
}

去电监听实现

class OutgoingCallReceiver : BroadcastReceiver() {
    override fun onReceive(context: Context, intent: Intent) {
        if (intent.action == Intent.ACTION_NEW_OUTGOING_CALL) {
            val phoneNumber = intent.getStringExtra(Intent.EXTRA_PHONE_NUMBER)
            // 处理去电逻辑
            context.startService(Intent(context, PhoneMonitorService::class.java))
        }
    }
}

3. 服务持久化策略

前台服务方案

// 创建通知渠道
private fun createNotificationChannel() {
    if (Build.VERSION.SDK_INT >= Build.VERSION_CODES.O) {
        val channel = NotificationChannel(
            "phone_monitor",
            "Phone Monitor",
            NotificationManager.IMPORTANCE_DEFAULT
        ).apply {
            description = "Continuous phone state monitoring"
        }
        val manager = getSystemService(NotificationManager::class.java)
        manager.createNotificationChannel(channel)
    }
}
// 启动前台服务
private fun startForegroundService() {
    val notification = NotificationCompat.Builder(this, "phone_monitor")
        .setContentTitle("Phone Monitor")
        .setContentText("Monitoring phone states...")
        .setSmallIcon(R.drawable.ic_phone)
        .build()
    startForeground(NOTIFICATION_ID, notification)
}

系统绑定策略

// 在AndroidManifest.xml中声明
<service
    android:name=".PhoneMonitorService"
    android:enabled="true"
    android:exported="false"
    android:stopWithTask="false" />

三、进阶优化方案

1. 电池优化白名单

private fun requestIgnoreBatteryOptimizations() {
    if (Build.VERSION.SDK_INT >= Build.VERSION_CODES.M) {
        val intent = Intent(Settings.ACTION_REQUEST_IGNORE_BATTERY_OPTIMIZATIONS).apply {
            data = Uri.parse("package:${packageName}")
        }
        startActivity(intent)
    }
}

2. 多进程架构设计

<!-- AndroidManifest.xml -->
<service
    android:name=".PhoneMonitorService"
    android:process=":monitor_process" />

3. 异常恢复机制

class ServiceRestartReceiver : BroadcastReceiver() {
    override fun onReceive(context: Context, intent: Intent) {
        if (Intent.ACTION_BOOT_COMPLETED == intent.action || 
            "android.intent.action.QUICKBOOT_POWERON" == intent.action) {
            context.startForegroundService(
                Intent(context, PhoneMonitorService::class.java)
            )
        }
    }
}

四、合规性注意事项

隐私政策声明：必须明确告知用户电话监听功能及数据用途
最小化数据收集：仅收集通话状态、号码等必要信息
用户控制机制：提供关闭监听功能的入口
数据加密存储：通话记录等敏感信息需加密处理

五、完整实现示例

class PhoneMonitorService : Service() {
    companion object {
        const val NOTIFICATION_ID = 1001
        const val ACTION_STOP_SERVICE = "STOP_SERVICE"
    }
    private lateinit var telephonyManager: TelephonyManager
    private lateinit var notificationManager: NotificationManager
    override fun onCreate() {
        super.onCreate()
        createNotificationChannel()
        telephonyManager = getSystemService(Context.TELEPHONY_SERVICE) as TelephonyManager
        notificationManager = getSystemService(NotificationManager::class.java)
        registerPhoneStateListener()
        startForegroundService()
    }
    private fun registerPhoneStateListener() {
        val listener = object : PhoneStateListener() {
            override fun onCallStateChanged(state: Int, phoneNumber: String?) {
                // 实现状态处理逻辑
                when (state) {
                    TelephonyManager.CALL_STATE_RINGING -> {
                        // 来电处理
                        val customerInfo = fetchCustomerInfo(phoneNumber)
                        showIncomingNotification(customerInfo)
                    }
                    // 其他状态处理...
                }
            }
        }
        if (checkSelfPermission(Manifest.permission.READ_PHONE_STATE) == 
            PackageManager.PERMISSION_GRANTED) {
            telephonyManager.listen(listener, 
                PhoneStateListener.LISTEN_CALL_STATE or 
                PhoneStateListener.LISTEN_CALL_FORWARDING_INDICATOR)
        }
    }
    private fun showIncomingNotification(customerInfo: CustomerInfo?) {
        val notification = NotificationCompat.Builder(this, "phone_monitor")
            .setContentTitle("Incoming Call")
            .setContentText("${customerInfo?.name} (${customerInfo?.phone})")
            .setSmallIcon(R.drawable.ic_phone)
            .setPriority(NotificationCompat.PRIORITY_HIGH)
            .build()
        notificationManager.notify(NOTIFICATION_ID, notification)
    }
    // 其他必要方法实现...
}

六、部署与测试要点

真机测试：模拟器无法完整模拟电话状态变化
多版本兼容：重点测试Android 8-13的权限差异
压力测试：验证高频来电场景下的服务稳定性
电量测试：使用Battery Historian分析功耗

通过上述技术方案，开发者可以构建稳定可靠的电话监听服务，既满足企业客服系统的业务需求，又符合Android平台的权限管理规范。实际开发中需根据具体业务场景调整实现细节，并持续关注Android系统的权限策略更新。

Android服务监听电话实战：从客服场景到技术实现全解析