CN106060107A - Multi-channel service request uniform accessing method and system - Google Patents
Multi-channel service request uniform accessing method and system Download PDFInfo
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- CN106060107A CN106060107A CN201610292934.6A CN201610292934A CN106060107A CN 106060107 A CN106060107 A CN 106060107A CN 201610292934 A CN201610292934 A CN 201610292934A CN 106060107 A CN106060107 A CN 106060107A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L47/00—Traffic control in data switching networks
- H04L47/50—Queue scheduling
- H04L47/62—Queue scheduling characterised by scheduling criteria
- H04L47/622—Queue service order
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1073—Registration or de-registration
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/08—Protocols specially adapted for terminal emulation, e.g. Telnet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
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Abstract
The present invention relates to a multi-channel service request uniform accessing method and system, wherein the method comprises the steps of 1 using at least one customer service background terminal to log in a system service terminal and to register; 2 using at least one user terminal to log in the system service terminal and to send out a session request; 3 using the system service terminal to receive the session request and to distribute the corresponding user terminal for the customer service background terminal to establish a one-to-one correspondence session channel of the customer service background terminal and the user terminal; 4 using the user terminal to instantly communicate with the corresponding customer service background terminal via the corresponding session channel; 5 after the instant communication is ended, using the system service terminal to close the corresponding session channel, and enabling the user terminal to log out the system service terminal automatically; 6 enabling the customer service background terminal to log out the system service terminal, using the system service terminal to clear the relevant information of the customer service background terminal, and ending. According to the present invention, the service quality is convenient to manage and improve uniformly, the service terminal can be reduce to one, and the background data is relatively complete and is convenient to gather and analyze.
Description
Technical field
The present invention relates to the method and system that a kind of request of service by all kinds of means is uniformly accessed into, belong to mobile communication profession
Support system field.
Background technology
Online customer service system is a kind of with internet, applications client or website as medium, for the visitor from the Internet
The online business support system that instant messaging services is provided with corporate client service personal.Along with customer service quality is more and more heavier
The today wanted, mobile communication enterprise is generally provided with customer service department and contact staff, traditional customer service system of telecommunications enterprise of sole duty
Unified as only support IVR voice self-service and artificial speech service, along with the fast development of Internet technology, between men
Communication way also there is earth-shaking change, original carry out artificial or self-service language by phone dialing mode
Sound carries out service inquiry, business consultation and service handling mode, is changed into present answering in website or mobile terminal mobile phone A PP
Log in by client, by the way of the communication exchange that the form of client or webpage carries out text-to-speech.Telecommunications row
Industry is supplied to the online customer service system user access interface of user mostly with mobile phone A PP client or Web application web page user
The form of end occurs, the mode that corresponding background server the most also can use Web to apply realizes, from different channels
The user of different user access interface services request and can only be identified by the background server that this channel is corresponding, this technology frame
Structure to some extent solves the matter of great urgency of telecommunications industry, but, incident problem the most gradually highlights, and comes
The client or the user side that are used from the user of different channels are the highest with its corresponding background server degree of coupling, along with
The application of mobile terminal mobile phone A PP and the continuous growth of Web application, gradually pushing away of IOS, Andriod, WEB version online customer service system
Go out, background server corresponding thereto is also constantly increasing, although these online customer service systems of prior art publicity
Technic relization scheme, but the implementation of this online customer service system substantially or is made up of server and customer service terminal,
Such system architecture is relatively easy, but cannot realize being uniformly accessed into of user side by all kinds of means, causes serious waste of resources
The most also be unfavorable for unified management simultaneously, telecommunications enterprise have to again to build a set of another set relatively independent but functionally similar online
Customer service system supports existing business and meets Online reference service request.
Certain traditional class online customer service system background service end is often only capable of supporting the user side user from self customization
Access, along with Internet era arrival, in people's life, communication way also changes occurring, and generally utilizes QQ, wechat, easily
Letter, Fetion, YY etc. MSN is linked up and is exchanged, and thing followed telecommunications industry customer service mode is also being sent out
Give birth to and change, support IVR self-assisted voice and the method for service of manual answering by being merely capable of in the past, be converted to present by all kinds of means
Method of service, user is often desirable to pass through palm business hall, online business hall, mobile phone A PP client, QQ enterprise number, micro-
Chat software in time such as letter subscription number, wechat service number, credulity, Fetion, YY etc. carries out service inquiry, business consultation and business handling
Deng operation, but existing online customer service system is the most all that channel service end corresponding with county for channel user side is integrated in one
Rise, it is impossible to the user of all channels is serviced request and is uniformly accessed into a background server.
Summary of the invention
The technical problem to be solved is to provide the method and system that a kind of request of service by all kinds of means is uniformly accessed into,
The customer service request achieving online customer service user side is uniformly accessed into, it then follows heretofore described agreement, message format and
The foreground client of system interface calling rule or Web user end can realize being uniformly accessed into of hardware and software platform, service request
Being uniformly accessed into and service end can be made to be merged into set of system, foreground mobile phone A PP client or Web page user side can reuse
Continue to use original function interface, it is only necessary to the communication mode method of existing client end Yu service end is changed into the association mentioned in the present invention
View, message format and system calling rule, just can be uniformly accessed into existing online customer service service end, thus contact staff is permissible
Use unified service end for providing online manual service consultancy service from the Internet user of different channels.
The technical scheme is that the side that a kind of request of service by all kinds of means is uniformly accessed into
Method, specifically includes following steps:
Step 1: at least one customer service background end login system service end, and register；
Step 2: at least one user side login system service end, user side sends conversation request；
Step 3: system service end receives conversation request, and distributes corresponding user side for customer service background end, sets up a pair
The customer service background end of one and the session channel of user side；
Step 4: user side carries out instant messaging with corresponding customer service background end by respective session passage；
Step 5: after instant messaging terminates, system service end closedown respective session passage, user side automatically exits from system clothes
Business end；
Step 6: customer service background end logs off service end, system service end removes the relevant information of this customer service background end,
Terminate.
The invention has the beneficial effects as follows: use the online customer service mentioned in the present invention to service the request side of being uniformly accessed into by all kinds of means
Method and system, can be in the case of service end holding be constant, please by the service from newly-increased channel customer end or user side
Ask and be linked into existing online customer service system background service end, make online customer service system subscriber terminal extensibility be greatly increased.Many canals
Road service request is uniformly accessed into and can improve the resource occurred when conventional multiple support channels need to build multiple online customer service service end
Wasting phenomenon, saves business system construction cost, improves resource utilization ratio.It is easy to unified management improve service quality, with
Service end data toward each channel cannot be shared, and is difficult to be integrally formed statistical data, and management is got up relatively difficult, uses unified connecing
After entering method, service end can be reduced to one, and back-end data is the most completely easy to statistical analysis.
On the basis of technique scheme, the present invention can also do following improvement.
Further, in described step 1, customer service background end uses Soap Simple Object Access Protocol according to the report made an appointment
Literary composition form Transfer Parameters, is called by Web service and registration request is sent to system service end registers.
Further, in described step 2, user side uses Soap Simple Object Access Protocol according to the message lattice made an appointment
Formula Transfer Parameters, is called by Web service and system service end is sent logging request and conversation request, user side after login
Queuing system service end is that it distributes customer service background end.
Using above-mentioned further scheme to provide the benefit that, Soap Simple Object Access Protocol is a kind of association of exchange data
View specification, is a kind of light weight, simple, agreement based on XML (subset under standard generalized markup language), and it is set
Count on WEB, exchange the structurized and information of solidification.Web service is a platform independence, lower coupling, from bag
Application program that contain, based on programmable web, can use open XML (subset under standard generalized markup language)
Standard describes, issues, finds, coordinates and configures these application programs, for developing the application program of distributed interoperability.
Further, described step 3 specifically includes following steps:
Step 3.1: system service end receives conversation request, and all customer service background end are set up signed-on customer service queue, right
All user sides are set up and are waited Subscriber Queue, and set up on-line session queue；
Step 3.2: extract the conversation request in on-line session queue in chronological order, according to the queuing of FIFO first in first out
Algorithm is the user side that the distribution of customer service background end is corresponding；
Step 3.3: set up the session channel of man-to-man customer service background end and user side.
Further, in described step 3.2, after a user side is assigned to customer service background end, by this user side from wait
Subscriber Queue is deleted, this customer service background end is locked in signed-on customer service queue.
Above-mentioned further scheme is used to provide the benefit that, for having built up the user side of session channel, system default
Its conversation request sent processes, therefore deletes from waiting Subscriber Queue, it is to avoid duplicate allocation and repeating processes
Problem；And carry out locking by customer service background end and can prevent same customer service repeated dispensing client, and other customer services are left unused；By
In queue, first in first out selects, and enables customer service process work at utmost to reach fair.
Further, in described step 4, user side and customer service background end send and receive message and use Soap simple object to visit
Ask the agreement message format Transfer Parameters according to making an appointment, realize IMU by Web service calling system service end
News.
Further, described step 5 specifically includes following steps:
Step 5.1: after instant messaging terminates, user side or customer service background end send conversation end to system service end please
Ask；
Step 5.2: system service end answers conversation end request to close respective session passage, and to the user of this session corresponding
End and customer service background end feedback terminate success message；
Step 5.3: user side receives after terminating success message, automatically exits from system service end.
Further, described step 6 specifically includes following steps:
Step 6.1: customer service background end will move out request and is sent to system service end；
Step 6.2: system service end judged whether to exit, if it is, hold according to this customer service background end working time
Row step 6.3；Otherwise, this customer service background end is added the most end position of signed-on customer service queue；
Step 6.3: remove the relevant information of this customer service background end.
Further, the relevant information of described customer service background end includes the information such as job number information and customer service contact method information.
Above-mentioned further scheme is used to provide the benefit that, after deleting the information such as job number of this customer service background end, this visitor
Take background end to be available for the customer service of other job numbers and again log in use.
The technical scheme is that a kind of by all kinds of means service request be uniformly accessed into be
System, including at least one customer service background end, system service end and at least one user side；
At least one described customer service background end login system service end, and register；
At least one described user side login system service end, user side sends conversation request；
Described system service end receives conversation request, and distributes corresponding user side for customer service background end, sets up one to one
The session channel of customer service background end and user side；Described user side is entered by respective session passage with corresponding customer service background end
Row instant messaging；After instant messaging terminates, system service end closes respective session passage, and user side automatically exits from system service
End；Customer service background end logs off service end, and system service end removes the relevant information of this customer service background end.
Accompanying drawing explanation
Fig. 1 is the method flow diagram that a kind of request of service by all kinds of means described in the embodiment of the present invention 1 is uniformly accessed into；
Fig. 2 is the system architecture diagram that a kind of request of service by all kinds of means described in the embodiment of the present invention 1 is uniformly accessed into.
In accompanying drawing, the list of parts representated by each label is as follows:
1, customer service background end, 2, system service end, 3, user side.
Detailed description of the invention
Being described principle and the feature of the present invention below in conjunction with accompanying drawing, example is served only for explaining the present invention, and
Non-for limiting the scope of the present invention.
As it is shown in figure 1, the method being uniformly accessed into for a kind of request of service by all kinds of means described in the embodiment of the present invention 1, specifically
Comprise the following steps:
Step 1: at least one customer service background end login system service end, and register；
Step 2: at least one user side login system service end, user side sends conversation request；
Step 3: system service end receives conversation request, and distributes corresponding user side for customer service background end, sets up a pair
The customer service background end of one and the session channel of user side；
Step 4: user side carries out instant messaging with corresponding customer service background end by respective session passage；
Step 5: after instant messaging terminates, system service end closedown respective session passage, user side automatically exits from system clothes
Business end；
Step 6: customer service background end logs off service end, system service end removes the relevant information of this customer service background end,
Terminate.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 2 is uniformly accessed into, on the basis of embodiment 1
On, in described step 1, customer service background end uses Soap Simple Object Access Protocol according to the message format transmission ginseng made an appointment
Number, is called by Web service and registration request is sent to system service end registers.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 3 is uniformly accessed into, at the base of embodiment 1 or 2
On plinth, in described step 2, user side employing Soap Simple Object Access Protocol is according to the message format Transfer Parameters made an appointment,
Called by Web service and system service end is sent logging request and conversation request, user side queuing system clothes after login
Business end is that it distributes customer service background end.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 4 is uniformly accessed into, in any one of embodiment 1-3
On the basis of, described step 3 specifically includes following steps:
Step 3.1: system service end receives conversation request, and all customer service background end are set up signed-on customer service queue, right
All user sides are set up and are waited Subscriber Queue, and set up on-line session queue；
Step 3.2: extract the conversation request in on-line session queue in chronological order, according to the queuing of FIFO first in first out
Algorithm is the user side that the distribution of customer service background end is corresponding；
Step 3.3: set up the session channel of man-to-man customer service background end and user side.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 5 is uniformly accessed into, on the basis of embodiment 4
On, in described step 3.2, after a user side is assigned to customer service background end, this user side is deleted from wait Subscriber Queue
Remove, this customer service background end is locked in signed-on customer service queue.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 6 is uniformly accessed into, in any one of embodiment 1-5
On the basis of, in described step 4, user side and customer service background end send and receive message and use Soap Simple Object Access Protocol
According to the message format Transfer Parameters made an appointment, realize instant messaging by Web service calling system service end.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 7 is uniformly accessed into, in any one of embodiment 1-6
On the basis of, described step 5 specifically includes following steps:
Step 5.1: after instant messaging terminates, user side or customer service background end send conversation end to system service end please
Ask；
Step 5.2: system service end answers conversation end request to close respective session passage, and to the user of this session corresponding
End and customer service background end feedback terminate success message；
Step 5.3: user side receives after terminating success message, automatically exits from system service end.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 8 is uniformly accessed into, in any one of embodiment 1-7
On the basis of, described step 6 specifically includes following steps:
Step 6.1: customer service background end will move out request and is sent to system service end；
Step 6.2: system service end judged whether to exit, if it is, hold according to this customer service background end working time
Row step 6.3；Otherwise, this customer service background end is added the most end position of signed-on customer service queue；
Step 6.3: remove the relevant information of this customer service background end.
The method that a kind of request of service by all kinds of means described in the embodiment of the present invention 9 is uniformly accessed into, in any one of embodiment 1-8
On the basis of, the relevant information of described customer service background end includes the information such as job number information and customer service contact method information.
The method that a kind of request of service by all kinds of means of the present invention is uniformly accessed into, in concrete example, comprises the following steps:
Step 1, contact staff logs in customer service end by online customer service system background and carries out logging on operation, customer service
End uses Soap agreement to be called according to the message format Transfer Parameters appointed in advance will be logged on request by Webservice
Giving system service end to register, it is the service request of its distributing user that contact staff logs on waiting system service end after successfully.
Step 2, user carries out register by user side, and user terminal system uses Soap agreement according to appointing in advance
The public API that externally provided by Webservice calling system service end of message format Transfer Parameters send that user logs in please
Asking, user enters system service end waiting list after logining successfully, and queuing system is that it distributes contact staff.
Step 3, system service end is set up at internal memory and is waited Subscriber Queue, signed-on contact staff's queue and on-line session team
Row, receive after the customer service request of user side, are signed-on customer service people according to the queuing algorithm of FIFO first in first out
Member distribution wait user, if be allocated successfully, this user is taken out from waiting list, set up contact staff and between
Corresponding relation after be stored in on-line session queue, this series of steps adjusts back user side and customer service end after running succeeded
Webservice interface notification contact staff and user both sides can start instant messaging.
Step 4, user side and service end receive system service end be allocated successfully message after, just can by respective chat
Skylight opening sends message, sends and receives message and use Soap agreement according to the message format Transfer Parameters appointed in advance equally
Being realized by Webservice calling system service end API, the message received is distributed by system service end, user side and
Service end shows specifying information at chat interface after receiving the message that the other side sends.
Step 5, after instant messaging terminates, user side or service end can initiate customer service ending request to system
Service end, is terminated current sessions by system service end, sends and cleans out the user conversation in on-line session queue after terminating successfully,
Sending messages to both sides, after conversation end success, user automatically exits from logging status.
Step 6, contact staff performs to exit operation by online customer service system background customer service end, and customer service end will
The request of exiting is sent to system service end, and system service end judges whether to exit, exit successfully after system by contact staff
Removing from signed-on job number queue, readjustment customer service end web Service interface notifies that contact staff has dropped out successfully, visitor
The personnel of clothes exit will not receive new customer service request after rolling off the production line.
The end that Adds User only needs to use Soap agreement to pass through according to the message format Transfer Parameters appointed in advance
Service request can be linked into existing online customer service background server, user side by Webservice calling system service end API
The interface function design concrete with service end realizes not within the scope of the present invention discusses, and both only needs to follow institute in the present invention
Stating message format, interface interchange rule, sent and received messages by Webservice interface interchange, can realize customer service please
That asks is uniformly accessed into.
Online customer service customer service end in step 1 needs to realize WebService service call ability, possesses and calls system
The logging on of one access platform, exit, message sends, the ability of message sink interface.
User interface user terminal system in step 2 needs to realize WebService service call ability, possesses and calls system
The user of one access platform logs in, publishes, message sends, the ability of message sink interface.
System service end need externally to issue and provide WebService based on Soap agreement service API Calls details and
Servicing out and participate in message format explanation, the API externally issued includes: user logs in, publishes, contact staff logs on, exit, disappear
Breath sends, message sink interface.
As in figure 2 it is shown, the system being uniformly accessed into for a kind of request of service by all kinds of means described in the embodiment of the present invention 1, including
At least one customer service background end 1, system service end 2 and at least one user side 3；
At least one described customer service background end 1 login system service end 2, and register；
At least one described user side 3 login system service end 2, user side 3 sends conversation request；
Described system service end 2 receives conversation request, and distributes corresponding user side 3 for customer service background end 1, sets up a pair
The customer service background end 1 of one and the session channel of user side 3；Described user side 3 passes through respective session with corresponding customer service background end 1
Passage carries out instant messaging；After instant messaging terminates, system service end 2 closes respective session passage, and user side 3 automatically exits from
System service end 2；Customer service background end 1 logs off service end 2, and system service end 2 removes the relevant letter of this customer service background end 1
Breath.
The detailed process that technical scheme uses Java coding to realize is as follows:
Step 1: online customer service system background Web service end calls uniform access system API by Webservice, will sign
Enter request and be sent to uniform access system, wait that uniform access system is the service request of its distributing user, uniform access system label
Enter API statement as follows:
public String[]SignIn(String WorkNo)
Enter ginseng to illustrate: WorkNo-job number.
Step 2: internet channels guest user's logging request uses Soap agreement according to the report appointed in advance as follows
Literary composition form Transfer Parameters, the API that calling uniform access system by Webservice externally provides sends user's logging request, uses
Family enters uniform access system waiting list after logining successfully, and queuing system is that it distributes contact staff,
API statement is as follows:
public String[]Login(String PhoneNo,
String UserType,
String UserClass,
String CityCode,
String ExtUserAttribute,
String LoginTime,
String AcceptChannel,
String ChannelDescription,
String ExtendInfo)。
Step 3: uniform access system is set up at internal memory and waited Subscriber Queue, signed-on contact staff's queue and on-line session
Queue, receives after the customer service request of guest, is signed-on customer service according to the queuing algorithm of FIFO first in first out
Personnel assignment waits user, if be allocated successfully, this user is taken out from waiting list, sets up contact staff and for it
Between corresponding relation after be stored in on-line session queue, generate flowing water and uniquely indicate SessionID, this series of steps runs succeeded
Rear readjustment guest and Web service end Webservice interface notification contact staff and user both sides can start timely communication.
Wherein, wait that Subscriber Queue, signed-on contact staff's queue use ArrayBlockingQueue class to realize, online
Session uses DelayQueue class to realize, and concrete statement is as follows:
private static ArrayBlockingQueue<User>queueOnLineUser；// online visitor
private static ArrayBlockingQueue<CustomerServiceAgent>
queueSignInAgent；// signed-on job number
private static DelayQueue<SessionInfo>queueOnlineSession；// on-line session
Custom object illustrates:
User: user class, is used for storing user's build-in attribute (name, the pet name, access channel, districts and cities etc.)
CustomerServiceAgent: contact staff's class, is used for storing contact staff's attribute (name, job number, technical ability etc.
Deng)
SessionInfo: conversation class, for storing the unique corresponding relation of contact staff and user.
Uniform access system allocation schedule logic uses single-threaded realization, performs once every 1 second, if there is idle visitor
Take personnel's then equity and treat that user is allocated, set up corresponding relation and be stored in conversation class.
Step 4: guest and Web service end receive uniform access system be allocated successfully message after, just can be by each
From chat window send message, send and receive message and use Soap agreement to pass according to the message format appointed in advance equally
Passing parameter to call uniform access system API by Webservice and realize, the message received is carried out point by uniform access system
Sending out, guest and Web service end show specifying information at chat interface after receiving the message that the other side sends.
It is as follows that uniform access system visits message transmission API statement
public int SendMsg(String SessionID,
String PhoneNo,
String LoginNo,
String AcceptChannel,
String MediaType,
String RecvTime,
String MsgType,
String MsgContent,
String ExtendArea)。
Step 5: after instant messaging terminates, guest or service end can initiate customer service end to unified
Access system, is terminated current sessions by uniform access system, and message sends the message transmission interface in api interface reference step 4,
Enter to join type of message MsgType value to be written as CMD_MSG, MsgContent value and be written as SESSION_INFO, by ExtendArea district
Thresholding is written as KILLSESSION and is the online session command message of end, and unified queuing system can be corresponding by SessionID
Conversation end falls, and cleans out the user conversation example in on-line session queue therewith, orders uniform access system after running succeeded
Transmission confirmation message is to both sides, and after receiving the message that session is successfully terminated, user automatically exits from logging status conversation end.
Step 6: contact staff performs to exit operation by online customer service backstage Web service end, Web service end will move out please
Asking and be sent to uniform access system, uniform access system judges whether to exit, exit successfully after system by contact staff from
Removing in signed-on job number queue, uniform access system readjustment Web service end web Service interface notifies that contact staff moves back
Going out successfully, contact staff exits will not receive new customer service request after rolling off the production line, and whole flow process leaves it at that.
The foregoing is only presently preferred embodiments of the present invention, not in order to limit the present invention, all spirit in the present invention and
Within principle, any modification, equivalent substitution and improvement etc. made, should be included within the scope of the present invention.
Claims (10)
1. the method that is uniformly accessed into of service request by all kinds of means, it is characterised in that specifically include following steps:
Step 1: at least one customer service background end login system service end, and register；
Step 2: at least one user side login system service end, user side sends conversation request；
Step 3: system service end receives conversation request, and distributes corresponding user side for customer service background end, sets up man-to-man
Customer service background end and the session channel of user side；
Step 4: user side carries out instant messaging with corresponding customer service background end by respective session passage；
Step 5: after instant messaging terminates, system service end closedown respective session passage, user side automatically exits from system service end；
Step 6: customer service background end logs off service end, system service end removes the relevant information of this customer service background end, terminates.
The method that a kind of request of service by all kinds of means the most according to claim 1 is uniformly accessed into, it is characterised in that described step
In 1, customer service background end uses Soap Simple Object Access Protocol according to the message format Transfer Parameters made an appointment, and passes through Web
Service calls and registration request is sent to system service end registers.
The method that a kind of request of service by all kinds of means the most according to claim 1 is uniformly accessed into, it is characterised in that described step
In 2, user side uses Soap Simple Object Access Protocol according to the message format Transfer Parameters made an appointment, and passes through Web
Service calls and system service end is sent logging request and conversation request, and after login, user side queuing system service end is it
Distribution customer service background end.
The method that a kind of request of service by all kinds of means the most according to claim 1 is uniformly accessed into, it is characterised in that described step
In 4, user side and customer service background end send and receive message and use Soap Simple Object Access Protocol according to the report made an appointment
Literary composition form Transfer Parameters, realizes instant messaging by Web service calling system service end.
5. the method being uniformly accessed into according to a kind of request of service by all kinds of means described in any one of claim 1-4, it is characterised in that
Described step 3 specifically includes following steps:
Step 3.1: system service end receives conversation request, and all customer service background end are set up signed-on customer service queue, to all
User side is set up and is waited Subscriber Queue, and sets up on-line session queue；
Step 3.2: extract the conversation request in on-line session queue in chronological order, according to the queuing algorithm of FIFO first in first out
For the user side that the distribution of customer service background end is corresponding；
Step 3.3: set up the session channel of man-to-man customer service background end and user side.
The method that a kind of request of service by all kinds of means the most according to claim 5 is uniformly accessed into, it is characterised in that described step
In 3.2, after a user side is assigned to customer service background end, by this user side from waiting deletion Subscriber Queue, by this customer service
Background end locks in signed-on customer service queue.
The method that a kind of request of service by all kinds of means the most according to claim 5 is uniformly accessed into, it is characterised in that described step
5 specifically include following steps:
Step 5.1: after instant messaging terminates, user side or customer service background end send conversation end request to system service end；
Step 5.2: system service end answers conversation end request to close respective session passage, and to this session corresponding user side and
Customer service background end feedback terminates success message；
Step 5.3: user side receives after terminating success message, automatically exits from system service end.
The method that a kind of request of service by all kinds of means the most according to claim 5 is uniformly accessed into, it is characterised in that described step
6 specifically include following steps:
Step 6.1: customer service background end will move out request and is sent to system service end；
Step 6.2: system service end judged whether to exit, if it is, perform step according to this customer service background end working time
Rapid 6.3；Otherwise, this customer service background end is added the most end position of signed-on customer service queue；
Step 6.3: remove the relevant information of this customer service background end.
The method that a kind of request of service by all kinds of means the most according to claim 8 is uniformly accessed into, it is characterised in that described customer service
The relevant information of background end includes job number information and customer service contact method information.
10. the system that service request is uniformly accessed into by all kinds of means, it is characterised in that include at least one customer service background end, be
System service end and at least one user side；
At least one described customer service background end login system service end, and register；
At least one described user side login system service end, user side sends conversation request；
Described system service end receives conversation request, and distributes corresponding user side for customer service background end, sets up man-to-man visitor
Take the session channel of background end and user side；Described user side is carried out i.e. by respective session passage with corresponding customer service background end
Time communication；After instant messaging terminates, system service end closes respective session passage, and user side automatically exits from system service end；
Customer service background end logs off service end, and system service end removes the relevant information of this customer service background end.
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