CN104158987B - A kind of method for lifting artificial telephone traffic system service quality - Google Patents
A kind of method for lifting artificial telephone traffic system service quality Download PDFInfo
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- CN104158987B CN104158987B CN201410367804.5A CN201410367804A CN104158987B CN 104158987 B CN104158987 B CN 104158987B CN 201410367804 A CN201410367804 A CN 201410367804A CN 104158987 B CN104158987 B CN 104158987B
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Abstract
The invention belongs to artificial telephone traffic communication technical field, more particularly to a kind of method for lifting artificial telephone traffic system service quality.The method achieve the recording module when operator is with user's communication and record its call voice, and by continuing forms and sound is stored in assigned catalogue by sound clip order, when operator needs hard of hearing, recall broadcast window, select corresponding voice just can user hard of hearing speak content, it is achieved thereby that operator do not hear for some reason user speak content when, it is not necessary to ask user repeat and tune can be repeated and listen user's content, improve the efficiency that continues of operator.
Description
Technical field
The invention belongs to artificial telephone traffic communication technical field, more particularly to a kind of lifting artificial telephone traffic system service quality
Method.
Background technology
With the fast development of communication technology, artificial telephone traffic system is used widely in all trades and professions.In existing people
In work telephone traffic system, which is broadly divided into user and operator using role, and user is mainly divided into calling people and callee two
Class.The operation flow that entirely continues is usually, as shown in Figure 1：Calling people calling is appeared on the stage, and console foreground program continues accordingly
Window display phone information simultaneously plays incoming call jingle bell, after operator sees that phone is appeared on the stage or hears tone of sending a telegram here, presses the key that continues, will
Phone is picked up and is conversed with calling people, and generally, calling people can say and will look for so-and-so, and operator recalls and fills in ticket forms and fill in called
People's information (place name contracted notation or number) simultaneously calls callee, and after callee is connected, callee tells that operator connects calling people,
Operator just does connection Three-Way Calling, and after monitoring call normally, operator withdraws from Three-Way Calling, and calling people is just normal with callee
Call, on-hook after end of conversation, after operator sees calling people and callee's on-hook, just can be sold single and preserve ticket.This is one
Individual simple handshaking procedure.
However, in real handshaking procedure, it will usually appearance make for some reason operator cannot not hear or can not and
When understand that calling people or callee speak the situation of stated content, so as to cause operator provide the user effectively clothes
Business.Reduce the efficiency that continues of operator.Obviously, speak in the case of content user cannot do not heard in operator, it is not necessary to
The voice that user repeats and can repeat to listen to user becomes the effective ways to solve the above problems.
The content of the invention
In order to solve the above problems, the present invention proposes a kind of method for lifting artificial telephone traffic system service quality, step bag
Include：
Step 1, operator see incoming call after by continue it is bonded take on the telephone, system start record current window sound, will
Voice data is stored in internal memory, while recording voice data length；If recording data was more than 10 seconds, according to current recording window
Mouthful and current sound fragment index, preserve file using the character string dimension that 8 length is 10 and sound be saved in into specified path,
And path is saved in correspondence array element, path sequence temporally Bit-reversed；
Step 2, establishment frequency are 100 milliseconds of intervalometers, and single treatment instant playback record command is called per 100 milliseconds；
Step 3, the state for obtaining operator and user in current ticket ID and the ticket, wherein operator's state are divided into
Idle condition, for calling people service, for callee's service, Three-Way Calling, detection, two side's user's communications, six kinds of states；User's shape
State mainly includes idle condition, phone ringing state, closing of the circuit phone hook state, closing of the circuit receiver off-book state；
Step 4, the forms numbering for taking current speech focus place forms, arrange current recording window slogan；
Step 5, with static variable record it is upper 100 milliseconds operation process instant playback record when ticket ID and ticket in it is right
The operator that answers, calling people, the state of callee；And record current whether in recording state；
If step 6, this ticket ID are different from last registration ticket ID, and are currently at recording state, then first tie
Recording data is stored in specified path by Shu Luyin, and setting recording state is non-recording state, then judges operator and calling people
Or whether callee is in talking state, if talking state, then start recording, and current recording state is set for recording shape
State；If operator is in non-talking state with calling people or callee, non-recording state is kept；
Operator passes through operator's state with user's communication state and User Status determine, such as：Operator's state is in
In calling people service, and calling people state is closing of the circuit receiver off-book state, then it represents that operator is with calling people in logical
Speech phase；
If step 7, this ticket ID are identical with last registration ticket ID, but operator and the talking state of user with it is upper
Secondary difference, and be currently at recording state, then call recording broadcast interface module to terminate recording access and stop this recording, and
Recording is stored under specified path, and writes down recording, be deposited on correspondence array element, arranging current recording state is
Non- recording state；If this operator is in talking state with user, start recording, otherwise, keep not recording state；
If step 8, this ticket ID are identical with last registration ticket ID, and this operator and User Status with it is upper
It is secondary identical, then original state is kept, i.e., recording state is kept if recording, non-recording shape is then kept if non-recording
State；
Step 9, this ticket ID and this operator and User Status are recorded in static variable, for comparing next time
Compared with；
Step 10, judge whether operator carries out broadcast operation, if then carrying out step 11, otherwise repeat step 4 is to step
Rapid 9；
Step 11, playback window is recalled with shortcut, playback window includes a check box and a list
Frame, wherein check box include that 1-8 eight is digital, are respectively used to select and specify the window that continues, list box to be used to enumerate selected window
Recording file；Recall playback window, operation focus on check box, with lower key selection window, after selecting window,
All recording of the window are set forth in list box, move to list box by " enter key " focus, select wanted by upper lower key
The recording of broadcasting, just plays the recording by " enter key " after selecting；
Step 12, specified " ESC " key exit broadcasting voice forms；After exiting playback forms, operator do it is any by
Key operation stops playback；After operator sells list, the forms corresponding all recording files are deleted.
The sound clip of the recording includes sound clip, operator and the callee's call that operator is conversed with calling people
Sound clip and operator, calling people, the sound clip of callee's Three-Way Calling；Do not record calling people to converse with callee
Sound clip.
The sound clip of the recording is retained separately according to different type, i.e., operator and calling people call, operator with
Callee converses and the recording of any two states of Three-Way Calling is deposited in three recording fragments respectively.
Per section of recording fragment is less than 10 seconds；Recording is stored under 8 different catalogues by 8 forms that continue；Often
The individual window that continues preserves nearest maximum recording segments and is preferably 10 when recording.
The shortcut recalls playback window, and interface energy selects forms number, and list after selecting forms number includes this
The sound bite name recorded under forms, its order temporally Bit-reversed；Record nearest sound clip and come foremost.
From the beginning of 1, when preserving recording every time, sound clip index value increases by 1 to the index value of the sound clip automatically, when
When index value is more than 10, index value puts 1 automatically；In each storing path, first will move behind the path for preserving before, then will be new
The path of preservation is stored on first element of array, it is ensured that path is according to time sequence.
Beneficial effects of the present invention record its call voice to realize the recording module when operator is with user's communication, and
By forms are continued and sound is stored in assigned catalogue by sound clip order, when operator needs hard of hearing, broadcast window is recalled,
Select corresponding voice just can user hard of hearing speak content, do not heard in user speaks for some reason so as to solve operator
Rong Shi, it is not necessary to ask user to repeat and can repeatedly adjust the problem for listening user's content, improve the efficiency that continues of operator.
Description of the drawings
Fig. 1 continues flow chart for artificial telephone traffic system in the present invention；
Fig. 2 is logic control flow process figure of recording in the present invention.
Specific embodiment
With reference to the accompanying drawings and examples method proposed by the invention is described further.
Problem in accordance with the above, present invention mainly solves two problems, one be will words when operator is with user's communication
Business person and user's communication content recordal, two is to quickly find to need sound bite hard of hearing original when operator needs hard of hearing
Sample is played.And in view of the features such as console continues high to the requirement of instant high efficiency, the present invention proposes following conceptual design will
Ask：
(1) sound clip recorded includes sound clip, operator and the callee's call that operator is conversed with calling people
Sound clip and operator, calling people, the sound clip of callee's Three-Way Calling.
(2) sound bite of calling people and callee's call is not recorded.In actual handshaking procedure, calling people with it is called
People's call belongs to secure content for operator, therefore calling people is not recorded with the dialog context of callee.
(3) different types of sound is separately recorded, i.e., operator and calling people call, operator and callee's call and
The recording of any two states of Three-Way Calling can not possibly be present in same recording fragment simultaneously.
(4) sound clip to be played is quickly found out for ease of operator, per section of recording fragment is less than 10 seconds.
(5) recording is stored under 8 different catalogues by 8 forms that continue.
(6) nearest some recording fragments, maximum recording segments preferably 10 are preserved when recording for each window that continues
It is individual.
(7) using specifying shortcut to recall broadcast forms, interface may be selected forms number, and list after selecting forms number is included
The sound bite name recorded under the forms, its order temporally Bit-reversed.Record nearest sound clip and come foremost.
(8) after shortcut selectes recording, " enter key " control is used to play voice.
(9) the not playback when operator and user (calling people or callee) are in talking state.
(10) complete when continuing, operator disappears after list, all sound conversed about this are deleted.
The present invention implements entry sound broadcast interface module, recording Logic control module, three portions of broadcast control module
Divide and realize.
Recording broadcast interface module is mainly responsible for the outside relevant interface for providing recording broadcast, the main functional packet realized
The recording of sound is included, sound deposits the maintenance in path, plays voice, stop playing the functions such as voice, implementation step is as follows：
Step one, it is that 10 character string dimension preserves file storage path using 8 length.Each array record correspondence window
The recording storage path of body.The interface of certain window voice path collection of external call is provided.I.e. external energy is by transmitting window
Number get the voice path sequence that the window is recorded, path sequence temporally Bit-reversed.
Step 2, recording broadcast interface module provide setting current window slogan interface for outside, by outside setting, recording
What interface module knew current recording is the sound of which window.
Step 3, recording broadcast interface module for outside provides control beginning recording access, program by calling the interface,
Recording access module starts recording, and voice data is stored in internal memory, while recording voice data length.If recording number
According to more than 10 seconds, sound is saved in specified by recording broadcast interface module according to current recording window and current sound fragment index
Path, and path is saved in correspondence array element.
Step 4, recording broadcast interface module provide end recording access for outside, and program is connect by calling end recording
Mouthful, broadcast interface module of recording stops recording, and preserves sound according to current recording window and current sound fragment index
To specified path, and path is saved in correspondence array element.
From the beginning of 1, when preserving recording every time, sound clip index value increases by 1 to sound clip index value automatically, works as index value
During more than 10, index value puts 1 automatically.
In each storing path, first will move behind the path for preserving before, the new path for preserving is stored in into array then
First element on, this ensure that path according to time sequence.
Step 5, recording broadcast interface module provide the interface that goes on the air for outside, and program is started by calling the interface
Play and specify sound.
Step 6, recording broadcast interface module provide end broadcast interface for outside, and program is stopped by calling the interface
Broadcast.
Recording Logic control module logic control mainly to recording in handshaking procedure, is mainly responsible for operator and is continuing
When start recording, when stop the logics such as recording, implementation step is as follows：
Step one, establishment frequency are 100 milliseconds of intervalometers, and single treatment instant playback recording function is called per 100 milliseconds.
Step 2, current speech focus place forms ticket (ticket for continuing) is taken, and obtain the ticket of the ticket
The state of operator and user (calling people and callee) in ID and the ticket, wherein operator's state be divided into idle condition,
For calling people service, for callee's service, Three-Way Calling, detection, two sides (coming living person and callee) call six kinds of states, user
State mainly includes idle condition, phone ringing state, closing of the circuit (two users' connection or user and operator are connected) phone
Hook state, closing of the circuit (two users' connection or user and operator are connected) receiver off-book state.
Step 3, the forms numbering for taking current speech focus place forms, call the setting of recording broadcast interface module to work as
Front window slogan interface, arranges current recording window slogan.
Step 4, with static variable record it is upper 100 milliseconds operation process instant playback record when ticket ID and ticket in
Corresponding operator, calling people, the state of callee.
Step 5, whether recording state is in variable record is current.
Step 5, when this ticket ID as described above it is different from last registration ticket ID, if being currently at recording state,
First call recording broadcast interface module to terminate recording access and recording data is stored in into specified path, setting recording state is non-record
Sound-like state, then judge whether operator is in talking state with calling people or callee, if talking state, call recording to broadcast
Sound interface module starts recording access and starts recording, and arranges current recording state for recording state.If operator and calling
People or callee are in non-talking state, then keep non-recording state.
Operator passes through operator's state with user's communication state and User Status determine, such as：Operator's state is in
In calling people service, and calling people state is closing of the circuit receiver off-book state, represents operator with calling people in call shape
State.
Step 6, when this ticket ID it is identical with last registration ticket ID, but operator and the talking state of user with it is upper
Secondary difference, if being currently at recording state, calls recording broadcast interface module to terminate recording access and stops this recording, and
Recording is stored under specified path, and writes down recording recording, be deposited on correspondence array element.Current recording shape is set
State is non-recording state.If this operator is in talking state with user, recording broadcast interface module is called to start record
Sound interface starts this recording, otherwise, keeps not recording state.
Step 7, when this ticket ID it is identical with last registration ticket ID, and this operator and User Status with it is upper
It is secondary identical, then original state is kept, i.e., recording is kept if recording, non-recording is then kept if non-recording.
Step 8, this ticket ID and this operator and User Status are recorded in static variable, for comparing next time
Compared with.
Step 9, repeat step two arrive step 8.
Recording Logic control module realizes that step is as shown in Figure 2.
Broadcast control module is mainly responsible for operator in handshaking procedure if recording how is recalled when wanting recording hard of hearing simultaneously
Play and how to be off the air, implementation step is as follows：
Step one, playback window is recalled with shortcut, playback window includes a check box and a list
The optional 1-8 of frame, wherein check box eight is digital, is respectively used to select and specifies the window that continues, list box to be used to enumerate selected window
Recording file.Recall playback window, operation focus on check box, with lower key selection window, after selecting window,
All recording of the window are set forth in list box, move to list box by " enter key " focus, select wanted by upper lower key
The recording of broadcasting, just plays the recording by " enter key " after selecting.
Step 2, specified " ESC " key exit broadcasting voice forms.
Step 3, exit playback forms after, operator does any button operation and stops playback.
Step 4, after operator sells list, the forms corresponding all recording files are deleted.
The above, the only present invention preferably specific embodiment, but protection scope of the present invention is not limited thereto,
Any those familiar with the art the invention discloses technical scope in, the change or replacement that can be readily occurred in,
Should all be included within the scope of the present invention.Therefore, protection scope of the present invention should be with scope of the claims
It is defined.
Claims (6)
1. it is a kind of lifted artificial telephone traffic system service quality method, it is characterised in that step includes：
Step 1, operator see incoming call after by continue it is bonded take on the telephone, system start record current window sound, by sound
Data are stored in internal memory, while recording voice data length；If recording data was more than 10 seconds, according to it is current record window and
Current sound fragment index, preserves file using the character string dimension that 8 length is 10 and sound is saved in specified path, and will
Path is saved in correspondence array element, path sequence temporally Bit-reversed；
Step 2, establishment frequency are 100 milliseconds of intervalometers, and single treatment instant playback record command is called per 100 milliseconds；
Step 3, the state for obtaining operator and user in current ticket ID and the ticket, wherein operator's state are divided into the free time
State, for calling people service, for callee's service, Three-Way Calling, detection, two side's user's communications, six kinds of states；User Status master
Idle condition to be included, phone ringing state, closing of the circuit phone hook state, closing of the circuit receiver off-book state；
Step 4, the forms numbering for taking current speech focus place forms, arrange current recording window slogan；
Step 5, with static variable record it is upper 100 milliseconds operation process instant playback record when ticket ID and ticket in it is corresponding
Operator, calling people, the state of callee；And record current whether in recording state；
If step 6, this ticket ID are different from last registration ticket ID, and are currently at recording state, then FEFO record
Recording data is stored in specified path by sound, and setting recording state is non-recording state, then is judged operator and calling people or received
Whether words people is in talking state, if talking state, then starts recording, and arranges current recording state for recording state；
If operator is in non-talking state with calling people or callee, non-recording state is kept；
Operator passes through operator's state with user's communication state and User Status determine, such as：Operator's state is in as calling
In people's service, and calling people state is closing of the circuit receiver off-book state, then it represents that operator is with calling people in call shape
State；
If step 7, this ticket ID are identical with last registration ticket ID, but the talking state of operator and user is with last time not
Together, and recording state is currently at, then calls recording broadcast interface module to terminate recording access and stop this recording, and will record
Sound is stored under specified path, and writes down recording, is deposited on correspondence array element, and it is non-record to arrange current recording state
Sound-like state；If this operator is in talking state with user, start recording, otherwise, keep not recording state；
If step 8, this ticket ID are identical with last registration ticket ID, and this operator and User Status and last time phase
Together, then original state is kept, i.e., recording state is kept if recording, non-recording state is then kept if non-recording；
Step 9, this ticket ID and this operator and User Status are recorded in static variable, for comparing next time；
Step 10, judge whether operator carries out broadcast operation, if then carrying out step 11, otherwise repeat step 4 arrives step 9；
Step 11, playback window is recalled with shortcut, playback window includes a check box and a list box, its
Middle check box includes that 1-8 eight is digital, is respectively used to select and specifies the window that continues, list box to be used for the recording for enumerating selected window
File；Playback window is recalled, operation focus is on check box, with lower key selection window, after selecting window, the window
All recording be set forth in list box, move to list box by " enter key " focus, by upper lower key select it is to be played
Recording, just plays the recording by " enter key " after selecting；
Step 12, specified " ESC " key exit broadcasting voice forms；After exiting playback forms, operator is any button behaviour
Stop playback；After operator sells list, the forms corresponding all recording files are deleted.
2. method according to claim 1, it is characterised in that the sound clip of the recording includes operator and calling people
The sound clip of the sound clip of call, operator and callee call and operator, calling people, callee's Three-Way Calling
Sound clip；The sound clip that only calling people is conversed with two side of callee is not recorded.
3. method according to claim 1, it is characterised in that the sound clip of the recording is separately protected according to different type
Deposit, i.e. operator and calling people call, operator and callee's call and the recording of any two states of Three-Way Calling difference
Deposit in three recording fragments.
4. method according to claim 1, it is characterised in that the sound clip of the recording is less than 10 seconds；Recording presses 8
The individual forms that continue are stored under 8 different catalogues；Each window that continues preserves nearest maximum recording segments when recording excellent
Elect 10 as.
5. method according to claim 1, it is characterised in that the shortcut recalls playback window, interface energy choosing
Select forms number, list after selecting forms number includes the sound bite name recorded under the forms, its order temporally Bit-reversed；
Record nearest sound clip and come foremost.
6. method according to claim 1, it is characterised in that the index value of the sound clip is preserved from the beginning of 1 every time
During recording, sound clip index value increases by 1 automatically, and when index value is more than 10, index value puts 1 automatically；In each storing path
When, first will move behind the path for preserving before, then the new path for preserving is stored on first element of array, it is ensured that path
According to time sequence.
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| CN201410367804.5A CN104158987B (en) | 2014-07-29 | 2014-07-29 | A kind of method for lifting artificial telephone traffic system service quality |
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| CN201410367804.5A CN104158987B (en) | 2014-07-29 | 2014-07-29 | A kind of method for lifting artificial telephone traffic system service quality |
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| CN104158987B true CN104158987B (en) | 2017-03-29 |
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Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN105227744B (en) * | 2015-09-15 | 2019-01-18 | 广州三星通信技术研究有限公司 | The method and apparatus of recording call content in communication terminal |
| CN108418979B (en) * | 2018-01-29 | 2021-01-01 | 北京佳讯飞鸿电气股份有限公司 | Telephone traffic continuation prompting method and device, computer equipment and storage medium |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| US7424715B1 (en) * | 2002-01-28 | 2008-09-09 | Verint Americas Inc. | Method and system for presenting events associated with recorded data exchanged between a server and a user |
| JP2009218775A (en) * | 2008-03-10 | 2009-09-24 | Oki Electric Ind Co Ltd | Call center system |
| CN101662550B (en) * | 2009-09-11 | 2012-10-03 | 中兴通讯股份有限公司 | Method and system for service quality detection for call center |
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