CN105306349A - Routing processing method and routing processing system - Google Patents
Routing processing method and routing processing system Download PDFInfo
- Publication number
- CN105306349A CN105306349A CN201510782966.XA CN201510782966A CN105306349A CN 105306349 A CN105306349 A CN 105306349A CN 201510782966 A CN201510782966 A CN 201510782966A CN 105306349 A CN105306349 A CN 105306349A
- Authority
- CN
- China
- Prior art keywords
- access request
- seat
- request
- access
- queue
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Pending
Links
Landscapes
- Telephonic Communication Services (AREA)
Abstract
The invention provides a routing processing method and routing processing system. The routing processing system may comprise an access module used for receiving access requests from multiple access channels; and a routing processing module used for determining seat services for the access requests based on a double-matrix structure, wherein a first matrix in the double-matrix structure is a mapping relationship which is consisted of a request access point and a request queue, and a second matrix is a mapping relationship which is consisted of a request queue and a seat group. By implementation of the method and the system, routing can be carried out for the access request from the multiple access channels, and the routing processing efficiency of each request is improved remarkably.
Description
Technical field
The present invention relates to data processing field, specifically, relate to a kind of route processing method and system.
Background technology
Along with popularizing of smart mobile phone, widely using of social media, mobile Internet is fragmentation and iteratively faster to the change that Information Communication brings, the circulation way of past monoblock has been broken up,, more equality more open in information transmission, while more transparent, interpersonal share and link up also more convenient.In such overall situation, client no longer sticks to for the requirement of service and traditional to make a phone call, send short messages and deal with problems, expectation for service interaction becomes will be whenever and wherever possible, with needed for me, increasing people is ready that, self-service channel contact enterprise online by social tool, network obtains service, in order to comply with this trend, abundant services channels and medium carrying service must be provided.
When increasing medium joins service system, how to give full play to different media advantage separately, weaken the difference of service experience between media, carry out the service request of multiple access channel unifying the technical problem that route processing becomes urgently to be resolved hurrily.
Summary of the invention
For solving the problems of the technologies described above, the invention provides a kind of route processing method and system.
According to the first aspect of embodiment of the present invention, provide a kind of routing processing system, this system comprises: access module, for receiving the access request from multiple access channel; Route processing module, for based on double-matrix structure being described access request determination seat call, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
In certain embodiments of the present invention, described multiple access channel comprises following one or more: virtual automatic teller machine, panel computer, TV, WEB, micro-letter and phone.
In certain embodiments of the present invention, described access module, also for described access request being resolved, being encapsulated as predetermined format by the access request after resolving, and the access request after encapsulation is sent to described route processing module.
In certain embodiments of the present invention, the mapping relations of described request access point and request queue are one-to-many or man-to-man relation, and described request queue and described mapping relations of attending a banquet group are multi-to-multi or many-one or one-to-many or man-to-man relation.
In certain embodiments of the present invention, described route processing module comprises: guide submodule, for the type of service according to described access request, described access request is assigned to different access points; Queuing submodule, for described access request being inserted queue from described access point according to the queuing parameter preset, described default queuing parameter comprises following one or more: type of service, cost, priority, seat operating state, time, load and call number; Resourse Distribute submodule, for distributing different seat groups according to the type of service of seat.
In certain embodiments of the present invention, described guiding submodule, also for described access request being assigned to different access points according to the call number prefix of described access request and/or the associated account number data of described access request.
In certain embodiments of the present invention, described routing module control, also for: after the seat call determining described access request, when described access request is transferred to the second seat from the first seat, the operation interface of described first seat is synchronously transferred to the operation interface of described second seat.
According to the second aspect of embodiment of the present invention, provide a kind of route processing method, the method can comprise: receive the access request from multiple access channel by access module; Be described access request determination seat call by route processing module based on double-matrix structure, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
In certain embodiments of the present invention, described multiple access channel comprises following one or more: virtual automatic teller machine, panel computer, TV, WEB, micro-letter and phone.
In certain embodiments of the present invention, described method also comprises: described access module is after receiving access request, described access request is resolved, the access request after resolving is encapsulated as predetermined format, and the access request after encapsulation is sent to described route processing module.
In certain embodiments of the present invention, the mapping relations of described request access point and request queue are one-to-many or man-to-man relation, and described request queue and described mapping relations of attending a banquet group are multi-to-multi or many-one or one-to-many or man-to-man relation.
In certain embodiments of the present invention, described route processing module is that described access request determination seat call comprises based on double-matrix structure: described access request is assigned to different access points by the type of service according to described access request, according to the queuing parameter preset, described access request is inserted queue from described access point, described default queuing parameter comprises following one or more: type of service, cost, priority, seat operating state, time, load and call number; According to preset queue and seat group mapping relations be described access request determination seat call.
In certain embodiments of the present invention, described method also comprises: according to the call number prefix of described access request and/or the associated account number data of described access request, described access request is assigned to different access points by described route processing module.
In certain embodiments of the present invention, described method also comprises: by described routing module control after the seat call determining described access request, when described access request is transferred to the second seat from the first seat, the operation interface of described first seat is synchronously transferred to the operation interface of described second seat.
Implement route processing method provided by the invention and system, the access request of multiple access channel is unified route by the double-matrix that can form based on access point-queue and queue-seat group neatly, significantly improves the efficiency of route processing.
Accompanying drawing explanation
Figure 1A is the structural representation of the routing processing system according to one embodiment of the present invention;
Figure 1B is the structural representation of the route processing module according to one embodiment of the present invention;
Fig. 2 disposes schematic diagram according to the physics of the routing processing system of one embodiment of the present invention;
Fig. 3 is the double-matrix structural representation according to one embodiment of the present invention;
Fig. 4 is the schematic flow sheet of the route processing method according to one embodiment of the present invention.
Embodiment
Be described in detail to various aspects of the present invention below in conjunction with the drawings and specific embodiments.Wherein, well-known module, unit and connection each other, link, communication or operation do not illustrate or do not elaborate.Further, described feature, framework or function can combine by any way in one or more execution modes.It will be appreciated by those skilled in the art that following various execution modes are only for illustrating, but not for limiting the scope of the invention.Can also easy understand, the module in each execution mode described herein and shown in the drawings or unit or processing mode can be undertaken combining and designing by various different configuration.
See the structural representation that Figure 1A, Figure 1A are the routing processing system according to one embodiment of the present invention, this system 100 can comprise:
Access module 101, for receiving the access request from multiple access channel;
Route processing module 102, for based on double-matrix structure being described access request determination seat call, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
In embodiments of the present invention, routing processing system 100 can comprise access module 101 and route processing module 102, mutually provides calling interface between module.Such design when a module is expanded wherein, can not cause too large impact to other modules, add the extensibility of system.
Access module 101 is arranged on access server, access server can with multiple (such as, being more than or equal to 2) access channel subsystem carries out data communication, receive the access request of these access channels (such as, WEB request message, video request message and call request message etc.), wherein, access request can comprise various different transaction business type.For banking, access request can comprise out card, Transaction Inquiries, transfer accounts and the various different transaction business request such as Web bank.Access channel can comprise virtual automatic teller machine (VirtualTellerMachine, VTM), computer (such as, PAD etc.), TV TV, WEB, multiple client's channel such as micro-letter and phone, in addition, also can comprise employee's channel, such as, for client trading (financial class, non-account transaction attendant applications) etc.The service form that these channels are corresponding can comprise: print media's service, picture media service, telephone voice service and video media service etc., and corresponding seat call form can comprise: phone customer service, word client, video customer service, mixing technical ability customer service and expert's customer service etc.In a kind of concrete execution mode, the physics of routing processing system of the present invention is disposed can be as shown in Figure 2.
Access module 101 receives the access request from multiple access channel, access request message is resolved, such as, the access request message of the various ways such as WEB request message, video request message and call request message is resolved, and by unified for the multiple access request message after the parsing access request message being encapsulated as predetermined format, then the access request message after encapsulation is sent to route processing module.Wherein, described predetermined format can comprise transmission control protocol (TransmissionControlProtocol, TCP) agreement.Because access module is the interface module that routing processing system externally connects, service system needs to call routing processing system frequently and carries out Request routing, and the stability of the interacting message therefore in routing processing system between each module and between same access canalization directly affects the stability of whole service system.The present invention sets up the connection between each Control Server of route processing module and access channel by Transmission Control Protocol, and control message transmits, and realizes the stable transmission of message.And the present invention, by by unified for the various forms of access request message of the various access channel access request for predetermined format, greatly facilitates the unified route of multiple access channel.
Route processing module 102 receives the access request message after from the unified encapsulation of access module 101, and be described access request message determination seat call based on double-matrix structure, wherein, the current operating state of seat that this access request that can comprise seat call will access numbering, seat (such as, idle or busy etc. at present), need the information such as time of waiting for.In double-matrix structure of the present invention, the first matrix is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed, and such as, can be double-matrix structure as shown in Figure 3.It should be noted that, the matrix structure of access point-queue of the present invention and queue-group of attending a banquet can be expanded, and the quantity of access point, queue and group of attending a banquet can be other number, such as, and 4,5,6,10,20 etc.Those skilled in the art can need the quantity of access point, queue and group of attending a banquet to expand according to application.
The mapping relations of the access point of the access request in embodiment of the present invention and the queue of access request can be one-to-many or man-to-man relation, that is, access point can enter one or more (such as, be more than or equal to 2) queue, corresponding relation is unidirectional relationship, and namely a queue only has an access point.The mapping relations of queue and seat group can be multi-to-multi or many-one or one-to-many or man-to-man relation, and corresponding relation can be two-way, namely, a queue can be assigned to one or more seat group, and a seat group also can choose user's request from multiple queue or a queue.That is, queue can select seat group, and seat group also can select queue.
Route processing module 102 is after determining seat call for access request, the result of seat call is returned to access module 101, the result of seat call is encapsulated as the server that predetermined format (such as, class result etc.) returns to access request by access module 101.
Route processing module 102 specifically can comprise guiding submodule 1021, queuing submodule 1022 and Resourse Distribute submodule 1023, as shown in Figure 1B.Wherein, submodule 1021 is guided according to the type of service of access message, access message can be assigned to different access points.And.In the execution mode that some are concrete, can also according to the call number prefix of access request (such as, the area code of call number and former positions etc. of phone number) and access request associated account number data (such as, can by data base querying to the account that this access request relates to be platinum card account, gold card account and common account etc.) access request is imported different access points.Access request can be inserted corresponding queue from access point according to the mapping relations of the queuing parameter preset and access point and queue by queuing submodule 1022, described default queuing parameter comprises following one or more: type of service, cost, priority are (such as, the rank etc. of the account that access request relates to), seat operating state (such as, attend a banquet and be in the states such as idle or busy), the time (such as, the time etc. that access request has been waited for), load (such as, a queue arranged access request etc.) and call number.Resourse Distribute submodule 1023 can be assigned to different seat groups according to the type of service of seat, such as, seat group can be divided according to seat technical ability, also can mix multiple technical ability seat and be assigned to unified seat group (as the mixing technical ability customer service in Fig. 2 and expert's customer service).Access point in embodiment of the present invention, queue and seat group adopt Object--oriented method to design, and access point-queue and queue-seat group form double-matrix structure.By the route processing mode of double-matrix structure of the present invention, self-defined type of service can be supported, according to actual needs, flexible configuration, different business is distributed to different groups of attending a banquet, and a multiple technical ability seat group can be given by same traffic assignments, so that corresponding seat group is found in the request of access request client fast; And same customer service has several functions, multiple business all can distribute to this customer service.
In the execution mode that some are concrete, first seat of process access request can not process (such as completely, due to Insufficient privilege etc.) this access request, then this access request can be proceeded to second seat that can process this request completely via route processing module 102 by this first seat.For phone access channel, route processing module 102 is during the first seat docks request process, can to the operation interface of the first seat (such as, operation interface on the computer equipment of this seat, comprise the data that this first seat dynamically inputs) carry out buffer memory, when access request is proceeded to the second seat from the first seat, such as by the speech channel data of this access request (simultaneously, this access request by which access point of interactive audio system is entered), customer data (such as, the related information etc. of the request client of this access request) and process this access request the first seat operation interface data (such as, whether this client have passed authentication etc.) synchronously transfer to the second seat, that is, second seat directly can obtain the operation interface data (comprising the data that the first seat dynamically inputs) of the first seat, such second seat can be quick, directly determine the process progress of access request, significantly improve the treatment effeciency of access request.
Describe the structure of routing processing system of the present invention above in conjunction with embodiment, describe the flow process of the route processing method of the structure adopting said system below in conjunction with embodiment.
See the schematic flow sheet that Fig. 4, Fig. 4 are the route processing methods according to one embodiment of the present invention, the method can comprise:
S401, receives the access request from multiple access channel by access module;
S402, be described access request determination seat call by route processing module based on double-matrix structure, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
In embodiments of the present invention, route processing method can comprise: step S401, receives the access request from multiple access channel by access module.Access module is arranged on access server, access server can with multiple (such as, being more than or equal to 2) access channel subsystem carries out data communication, receive the access request of these access channels (such as, WEB request message, video request message and call request message etc.).Access channel can comprise virtual automatic teller machine VTM, computer (such as, PAD etc.), TV TV, WEB, the multiple support channels such as micro-letter and phone, the service form that these channels are corresponding can comprise: print media's service, picture media service, telephone voice service and video media service etc., and corresponding seat call form can comprise: phone customer service, word client, video customer service, mixing technical ability customer service and expert's customer service etc.In a kind of concrete execution mode, the physics of routing processing system of the present invention is disposed can be as shown in Figure 2.
The step S401 of route processing method of the present invention also can comprise: receiving the access request from multiple access channel, access request message is resolved, such as, the access request message of the various ways such as WEB request message, video request message and call request message is resolved, by and by the unified access request message being encapsulated as predetermined format of multiple multi-form access request message after resolving, then the access request message after encapsulation is sent to route processing module.Described predetermined format can comprise transmission control protocol TCP agreement.The present invention sets up the connection between each Control Server of route processing module and access channel by Transmission Control Protocol, and control message transmits, and realizes the stable transmission of message.And the present invention, by by unified for the various forms of access request message of the various access channel access request for predetermined format, greatly facilitates the unified route of multiple access channel.
Step S402, access request message in receiving step S401 after unified encapsulation, and be described access request message determination seat call based on double-matrix structure, wherein, the current operating state of seat that this access request that can comprise seat call will access numbering, seat (such as, idle or busy etc. at present), need the information such as time of waiting for.In double-matrix structure of the present invention, the first matrix is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed, and such as, can be double-matrix structure as shown in Figure 3.It should be noted that, the matrix structure of access point-queue of the present invention and queue-group of attending a banquet can be expanded, and the quantity of access point, queue and group of attending a banquet can be other number, such as, and 4,5,6,10,20 etc.Those skilled in the art can need to expand the quantity of access point, queue and group of attending a banquet according to application.
The mapping relations of the access point of the access request in embodiment of the present invention and the queue of access request can be one-to-many or man-to-man relation, that is, access point can enter one or more (such as, be more than or equal to 2) queue, corresponding relation is unidirectional relationship, and namely a queue only has an access point.The mapping relations of queue and seat group can multi-to-multi or many-one or one-to-many or man-to-man relation, and corresponding relation can be two-way, namely, queue can be assigned to one or more (such as, be more than or equal to 2) seat group, a seat group also can choose user's request from multiple queue or a queue.That is, queue can select seat group, and seat group also can select queue.
Step S402 also can comprise: after determining seat call for access request, the result of seat call is returned to access module, so that the result of seat call is encapsulated as the server that predetermined format (such as, class result etc.) returns to access request by access module.
Step S402 specifically can comprise: according to the type of service of access message, access message is assigned to different access points by route processing module.And.In the execution mode that some are concrete, can also according to the call number prefix of access request (such as, the area code of call number and former positions etc. of phone number) and access request associated account number data (such as, can by data base querying to the account that this access request relates to be platinum card account, gold card account and common account etc.) access request is imported different access points.Then, according to the mapping relations of the queuing parameter preset and access point and queue, access request can be inserted corresponding queue from access point, described default queuing parameter comprises following one or more: type of service, cost, priority are (such as, the rank etc. of the account that access request relates to), seat operating state (such as, attend a banquet and be in the states such as idle or busy), the time (such as, the time etc. that access request has been waited for), load (such as, a queue arranged access request etc.) and call number.Then, can be described access request determination seat call according to the queue preset and seat group mapping relations.Such as, can be access request determination seat call according to above-described queue and the multi-to-multi of seat group or the mapping relations of many-one or one-to-many.By the route processing mode of double-matrix structure of the present invention, self-defined type of service can be supported, according to actual needs, flexible configuration, different business is distributed to different groups of attending a banquet, and a multiple technical ability seat group can be given by same traffic assignments, so that corresponding seat group is found in the request of access request client fast; And same customer service has several functions, multiple business all can distribute to this customer service.
In the execution mode that some are concrete, route processing method of the present invention also can comprise: can not process completely (such as at the first seat of process access request, due to Insufficient privilege etc.) this access request when, this access request can be proceeded to second seat that can process this request completely via route processing module by this first seat.For phone access channel, route processing module is during the first seat docks request process, can to the operation interface of the first seat (such as, operation interface on the computer equipment of this seat, comprise the data that this first seat dynamically inputs) carry out buffer memory, when access request is proceeded to the second seat from the first seat, such as by the speech channel data of this access request (simultaneously, this access request by which access point of interactive audio system is entered), customer data (such as, the related information etc. of the request client of this access request) and process this access request the first seat operation interface data (such as, whether this client have passed authentication etc.) synchronously transfer to the second seat, that is, second seat directly can obtain the operation interface data (comprising the data that the first seat dynamically inputs) of the first seat, such second seat can be quick, directly determine the process progress of access request, significantly improve the treatment effeciency of access request.
Through the above description of the embodiments, those skilled in the art can be well understood to the present invention and can realize by the mode of software combined with hardware platform.Based on such understanding, what technical scheme of the present invention contributed to background technology can embody with the form of software product in whole or in part, this computer software product can be stored in storage medium, as ROM/RAM, magnetic disc, CD etc., comprising some instructions in order to make a computer equipment (can be personal computer, server, smart mobile phone or the network equipment etc.) perform the method described in some part of each embodiment of the present invention or embodiment.
The term used in specification of the present invention and wording, just to illustrating, are not meaned and are formed restriction.It will be appreciated by those skilled in the art that under the prerequisite of the general principle not departing from disclosed execution mode, can various change be carried out to each details in above-mentioned execution mode.Therefore, scope of the present invention is only determined by claim, and in the claims, except as otherwise noted, all terms should be understood by the most wide in range rational meaning.
Claims (14)
1. a routing processing system, is characterized in that, this system comprises:
Access module, for receiving the access request from multiple access channel;
Route processing module, for based on double-matrix structure being described access request determination seat call, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
2. system according to claim 1, is characterized in that, described multiple access channel comprises following one or more: virtual automatic teller machine, panel computer, TV, WEB, micro-letter and phone.
3. system according to claim 2, is characterized in that, described access module, also for described access request being resolved, the access request after resolving being encapsulated as predetermined format, and the access request after encapsulation is sent to described route processing module.
4. system according to claim 1, it is characterized in that, the mapping relations of described request access point and request queue are one-to-many or man-to-man relation, and described request queue and described mapping relations of attending a banquet group are multi-to-multi or many-one or one-to-many or man-to-man relation.
5. system according to claim 4, is characterized in that, described route processing module comprises:
Guide submodule, for the type of service according to described access request, described access request is assigned to different access points;
Queuing submodule, for described access request being inserted queue from described access point according to the queuing parameter preset, described default queuing parameter comprises following one or more: type of service, cost, priority, seat operating state, time, load and call number;
Resourse Distribute submodule, for distributing different seat groups according to the type of service of seat.
6. system according to claim 5, is characterized in that, described guiding submodule, also for described access request being assigned to different access points according to the call number prefix of described access request and/or the associated account number data of described access request.
7. system according to claim 3, it is characterized in that, described routing module control, also for: after the seat call determining described access request, when described access request is transferred to the second seat from the first seat, the operation interface of described first seat is synchronously transferred to the operation interface of described second seat.
8. a route processing method, is characterized in that, the method comprises:
The access request from multiple access channel is received by access module;
Be described access request determination seat call by route processing module based on double-matrix structure, wherein, the first matrix in described double-matrix structure is the mapping relations that request access point and request queue are formed, and the second matrix is the mapping relations that request queue and group of attending a banquet are formed.
9. method according to claim 8, is characterized in that, described multiple access channel comprises following one or more: virtual automatic teller machine, panel computer, TV, WEB, micro-letter and phone.
10. method according to claim 9, is characterized in that, described method also comprises:
Described access request, after receiving access request, is resolved by described access module, the access request after resolving is encapsulated as predetermined format, and the access request after encapsulation is sent to described route processing module.
11. methods according to claim 9, it is characterized in that, the mapping relations of described request access point and request queue are one-to-many or man-to-man relation, and described request queue and described mapping relations of attending a banquet group are multi-to-multi or many-one or one-to-many or man-to-man relation.
12. methods according to claim 11, is characterized in that, described route processing module is that described access request determination seat call comprises based on double-matrix structure:
Described access request is assigned to different access points by the type of service according to described access request,
According to the queuing parameter preset, described access request is inserted queue from described access point, described default queuing parameter comprises following one or more: type of service, cost, priority, seat operating state, time, load and call number;
According to preset queue and seat group mapping relations be described access request determination seat call.
13. methods according to claim 12, is characterized in that, described method also comprises:
According to the call number prefix of described access request and/or the associated account number data of described access request, described access request is assigned to different access points by described route processing module.
14. methods according to claim 10, is characterized in that, described method also comprises:
By described routing module control after the seat call determining described access request, when described access request is transferred to the second seat from the first seat, the operation interface of described first seat is synchronously transferred to the operation interface of described second seat.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510782966.XA CN105306349A (en) | 2015-11-16 | 2015-11-16 | Routing processing method and routing processing system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510782966.XA CN105306349A (en) | 2015-11-16 | 2015-11-16 | Routing processing method and routing processing system |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN105306349A true CN105306349A (en) | 2016-02-03 |
Family
ID=55203122
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510782966.XA Pending CN105306349A (en) | 2015-11-16 | 2015-11-16 | Routing processing method and routing processing system |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN105306349A (en) |
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106060107A (en) * | 2016-05-05 | 2016-10-26 | 北京思特奇信息技术股份有限公司 | Multi-channel service request uniform accessing method and system |
| CN106330683A (en) * | 2016-09-14 | 2017-01-11 | 广东亿迅科技有限公司 | Multimedia seating system |
| CN106341562A (en) * | 2016-11-07 | 2017-01-18 | 上海易谷网络科技有限公司 | Method for selecting customer service staff in Internet environment |
| CN106453977A (en) * | 2016-09-14 | 2017-02-22 | 广东亿迅科技有限公司 | Comprehensive queuing method for multimedia comprehensive customer service representatives |
| CN107231305A (en) * | 2017-05-05 | 2017-10-03 | 广东网金控股股份有限公司 | A kind of route agent and buffer memory management method and device |
| CN108134899A (en) * | 2016-12-28 | 2018-06-08 | 云帧（上海）信息技术有限公司 | Video bank calling terminal |
| CN108259684A (en) * | 2016-12-28 | 2018-07-06 | 中国移动通信集团公司 | A kind of online customer service cut-in method and device |
| CN109787934A (en) * | 2017-11-10 | 2019-05-21 | 深圳市六度人和科技有限公司 | The implementation method and terminal of online customer service |
| CN110740218A (en) * | 2019-10-23 | 2020-01-31 | 京东数字科技控股有限公司 | Call request processing method, processing device, electronic equipment and medium |
| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
| CN111726462A (en) * | 2019-03-22 | 2020-09-29 | 阿里巴巴集团控股有限公司 | Resource scheduling system, method and device in customer service system and electronic equipment |
| CN113435674A (en) * | 2020-03-23 | 2021-09-24 | 阿里巴巴集团控股有限公司 | Customer service resource information processing and model generating method and device |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101159730A (en) * | 2007-09-19 | 2008-04-09 | 华为技术有限公司 | Information processing method, system and device of multimedia affiliation center |
| US7453878B1 (en) * | 2000-07-21 | 2008-11-18 | Silicon Graphics, Inc. | System and method for ordering of data transferred over multiple channels |
| CN101350114A (en) * | 2008-09-03 | 2009-01-21 | 中国工商银行股份有限公司 | Bank queuing machine, system and method for processing queue |
| CN101888452A (en) * | 2009-05-11 | 2010-11-17 | 中兴通讯股份有限公司 | Multi-access customer service system and method thereof |
-
2015
- 2015-11-16 CN CN201510782966.XA patent/CN105306349A/en active Pending
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US7453878B1 (en) * | 2000-07-21 | 2008-11-18 | Silicon Graphics, Inc. | System and method for ordering of data transferred over multiple channels |
| CN101159730A (en) * | 2007-09-19 | 2008-04-09 | 华为技术有限公司 | Information processing method, system and device of multimedia affiliation center |
| CN101350114A (en) * | 2008-09-03 | 2009-01-21 | 中国工商银行股份有限公司 | Bank queuing machine, system and method for processing queue |
| CN101888452A (en) * | 2009-05-11 | 2010-11-17 | 中兴通讯股份有限公司 | Multi-access customer service system and method thereof |
Cited By (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN106060107A (en) * | 2016-05-05 | 2016-10-26 | 北京思特奇信息技术股份有限公司 | Multi-channel service request uniform accessing method and system |
| CN106060107B (en) * | 2016-05-05 | 2019-11-08 | 北京思特奇信息技术股份有限公司 | A kind of method and system that service request by all kinds of means is uniformly accessed into |
| CN106330683A (en) * | 2016-09-14 | 2017-01-11 | 广东亿迅科技有限公司 | Multimedia seating system |
| CN106453977A (en) * | 2016-09-14 | 2017-02-22 | 广东亿迅科技有限公司 | Comprehensive queuing method for multimedia comprehensive customer service representatives |
| CN106341562A (en) * | 2016-11-07 | 2017-01-18 | 上海易谷网络科技有限公司 | Method for selecting customer service staff in Internet environment |
| CN108259684B (en) * | 2016-12-28 | 2020-10-13 | 中国移动通信集团公司 | Online customer service access method and device |
| CN108134899A (en) * | 2016-12-28 | 2018-06-08 | 云帧（上海）信息技术有限公司 | Video bank calling terminal |
| CN108259684A (en) * | 2016-12-28 | 2018-07-06 | 中国移动通信集团公司 | A kind of online customer service cut-in method and device |
| CN107231305B (en) * | 2017-05-05 | 2019-11-08 | 广东网金控股股份有限公司 | A kind of route agent and buffer memory management method and device |
| CN107231305A (en) * | 2017-05-05 | 2017-10-03 | 广东网金控股股份有限公司 | A kind of route agent and buffer memory management method and device |
| CN109787934A (en) * | 2017-11-10 | 2019-05-21 | 深圳市六度人和科技有限公司 | The implementation method and terminal of online customer service |
| CN111726462A (en) * | 2019-03-22 | 2020-09-29 | 阿里巴巴集团控股有限公司 | Resource scheduling system, method and device in customer service system and electronic equipment |
| CN111726462B (en) * | 2019-03-22 | 2022-01-11 | 阿里巴巴集团控股有限公司 | Resource scheduling system, method and device in customer service system and electronic equipment |
| CN110740218A (en) * | 2019-10-23 | 2020-01-31 | 京东数字科技控股有限公司 | Call request processing method, processing device, electronic equipment and medium |
| CN111131639A (en) * | 2019-12-31 | 2020-05-08 | 亚信科技（中国）有限公司 | Customer service seat allocation method, customer service seat allocation device, server and storage medium |
| CN113435674A (en) * | 2020-03-23 | 2021-09-24 | 阿里巴巴集团控股有限公司 | Customer service resource information processing and model generating method and device |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN105306349A (en) | Routing processing method and routing processing system | |
| US20210176286A1 (en) | System and method for integrated virtual assistant-enhanced customer service | |
| JP4495137B2 (en) | Service broker integration layer to support telecommunications client service requests | |
| US11175796B2 (en) | Menu management method, server, and system | |
| CN101415048B (en) | Call centre system | |
| CN103442126A (en) | Mobile phone communication method and system based on cloud service | |
| CN103548315B (en) | Method and apparatus for high performance low latency real time notification delivery | |
| WO2014173115A1 (en) | Method, device, and system for network communication | |
| CN109150858A (en) | Request processing method, equipment, system and the storage medium of data interaction bus | |
| CN112565662B (en) | Video call method, device, equipment and computer readable storage medium | |
| CN106330683A (en) | Multimedia seating system | |
| WO2020083322A1 (en) | Call method, device and system | |
| CN110111069A (en) | Business handling method, server and storage medium | |
| CN108600564B (en) | Customer service method and device | |
| CN112686528A (en) | Method, apparatus, server and medium for allocating customer service resources | |
| US20140325375A1 (en) | Method, device, and system for network communication | |
| CN110378494B (en) | Remote facing slip method, remote facing slip device, storage medium and computer equipment | |
| CN104780519A (en) | Phone bill query method and system | |
| CN106408793A (en) | Service-component sharing method and system applicable to ATM (Automatic Teller Machine) services | |
| US20200322293A1 (en) | Information processing system and method | |
| CN112153226A (en) | Customer service virtualization unified access system, method and device and electronic equipment | |
| CN101651758A (en) | Device using push mode for realizing non-real time medium route and method thereof | |
| CN112099888A (en) | Picture display method and system and zero terminal | |
| CN100571164C (en) | Customer service terminal system in the NGN system | |
| CN111818468A (en) | Message processing method, system and related equipment |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| RJ01 | Rejection of invention patent application after publication |
Application publication date: 20160203 |
|
| RJ01 | Rejection of invention patent application after publication |