CN111163208A

CN111163208A - Missed call prompting method and device for call event

Info

Publication number: CN111163208A
Application number: CN201811321382.2A
Authority: CN
Inventors: 蔡扶勇; 刘欣怡; 刘轩; 南浩淼
Original assignee: Nail Holding Cayman Co Ltd
Current assignee: Nail Holding Cayman Co Ltd; Dingtalk Holding Cayman Ltd
Priority date: 2018-11-07
Filing date: 2018-11-07
Publication date: 2020-05-15

Abstract

One or more embodiments of the present specification provide a missed call notification method and an apparatus for a call event, where the method may include: determining that a call event initiated by a unified call number aiming at a group is missed; and sending a missed call prompt message aiming at the call event to the associated group of the community.

Description

Missed call prompting method and device for call event

Technical Field

One or more embodiments of the present disclosure relate to the field of communications technologies, and in particular, to a missed call notification method and apparatus for a call event.

Background

In the related art, a group is only required to provide a unified call number to the outside by configuring the unified call number for the group; accordingly, the external user can establish a call with the members in the group by dialing the unified call number, thereby facilitating the establishment of a unified external image for the group.

Disclosure of Invention

In view of this, one or more embodiments of the present disclosure provide a missed call notification method and apparatus for a call event.

To achieve the above object, one or more embodiments of the present disclosure provide the following technical solutions:

according to a first aspect of one or more embodiments of the present specification, a missed call notification method for a call event is provided, including:

determining that a call event initiated by a unified call number aiming at a group is missed;

and sending a missed call prompt message aiming at the call event to the associated group of the community.

According to a second aspect of one or more embodiments of the present specification, there is provided a missed call notification apparatus for a call event, including:

the first determining unit is used for determining that the call event initiated by the unified call number aiming at the group is missed;

and the sending unit is used for sending the missed call prompting message aiming at the call event to the associated group of the group.

According to a third aspect of one or more embodiments of the present specification, a missed call notification method for a call event is provided, including:

sending a missed call prompt message aiming at the call event to at least one member of the community;

and when determining that any member has processed the missed notification message, sending a processed notification of the missed notification message to other members receiving the missed notification message.

According to a fourth aspect of one or more embodiments of the present specification, there is provided a missed call notification apparatus for a call event, including:

the determining unit is used for determining that the call event initiated by the unified call number aiming at the group is missed;

the prompting unit is used for sending a missed call prompting message aiming at the call event to at least one member of the group;

and the notification unit is used for sending the processed notification of the missed call prompting message to other members receiving the missed call prompting message when determining that any member has processed the missed call prompting message.

Drawings

Fig. 1 is a schematic structural diagram of a missed call notification system for a call event according to an exemplary embodiment.

Fig. 2A is a flowchart of a missed call notification method for a call event according to an exemplary embodiment.

Fig. 2B is a flowchart of another missed call notification method for a call event according to an exemplary embodiment.

Fig. 3 is a schematic diagram of an enterprise phone management interface provided by an exemplary embodiment.

FIG. 4 is a schematic diagram of a voice navigation settings interface provided by an exemplary embodiment.

Fig. 5 is a schematic diagram of a group communication interface according to an exemplary embodiment.

FIG. 6 is a diagram of one implementation of a missed call reminder, provided by an exemplary embodiment.

FIG. 7 is a schematic diagram of a data analysis presentation interface provided by an exemplary embodiment.

FIG. 8 is a schematic diagram of another data analysis presentation interface provided by an exemplary embodiment.

Fig. 9 is a diagram illustrating an incoming record listing interface according to an exemplary embodiment.

Fig. 10 is a schematic diagram of an apparatus according to an exemplary embodiment.

Fig. 11 is a block diagram of a missed call prompt apparatus for a call event according to an exemplary embodiment.

Fig. 12 is a block diagram of another missed call notification apparatus for a call event according to an exemplary embodiment.

Detailed Description

Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The implementations described in the following exemplary embodiments do not represent all implementations consistent with one or more embodiments of the present specification. Rather, they are merely examples of apparatus and methods consistent with certain aspects of one or more embodiments of the specification, as detailed in the claims which follow.

It should be noted that: in other embodiments, the steps of the corresponding methods are not necessarily performed in the order shown and described herein. In some other embodiments, the method may include more or fewer steps than those described herein. Moreover, a single step described in this specification may be broken down into multiple steps for description in other embodiments; multiple steps described in this specification may be combined into a single step in other embodiments.

Fig. 1 is a schematic structural diagram of a missed call notification system for a call event according to an exemplary embodiment. As shown in fig. 1, the system may include a server 11, a network 12, a number of electronic devices such as a cell phone 13, a cell phone 14, a cell phone 15, and the like.

The server 11 may be a physical server comprising a separate host, or the server 11 may be a virtual server carried by a cluster of hosts. In the operation process, the server 11 may operate a server-side program of a certain application to implement a related service function of the application, for example, when the server 11 operates a program of a mobile group office platform, the server may be implemented as a server of the mobile group office platform.

In this embodiment, the mobile group office platform not only can implement a communication function, but also can be used as an integrated functional platform with many other functions, for example, for processing internal events of a group such as an approval event (e.g., approval event such as leave request, office article claim, and finance), an attendance event, a task event, and a journal event, and for processing external events of a group such as ordering and purchasing, which is not limited in one or more embodiments of the present specification.

The communication function realized by the mobile group office platform can comprise a call function and a group communication function. The mobile group office platform can establish a call event based on the call function, determine whether the call event is missed, and further send a missed call prompt message to an associated group of the group based on the group communication function.

More specifically, the mobile corporate office platform may be supported by an Instant Messaging application in the related art, such as an Enterprise Instant Messaging (EIM) application, For example, Skype For

Microsoft

And the like. Certainly, the instant messaging function is only one of the communication functions supported by the mobile group office platform, and the mobile group office platform can also implement more other functions such as those described above, and details thereof are not described here.

The handsets 13-15 are just one type of electronic device that a user may use. In fact, it is obvious that the user can also use electronic devices of the type such as: tablet devices, notebook computers, Personal Digital Assistants (PDAs), wearable devices (e.g., smart glasses, smart watches, etc.), etc., which are not limited by one or more embodiments of the present disclosure. In the operation process, the electronic device may operate a program on a client side of an application to implement a related service function of the application, for example, when the electronic device operates a program of a mobile group office platform, the electronic device may be implemented as a client of the mobile group office platform, and may receive a missed call notification message sent to a group by the server 11 through the client.

It should be noted that: an application program of a client of the mobile community office platform can be pre-installed on the electronic equipment, so that the client can be started and run on the electronic equipment; of course, when an online "client" such as HTML5 technology is employed, the client can be obtained and run without installing a corresponding application on the electronic device.

And the network 12 for interaction between the handsets 13-15 and the server 11 may include various types of wired or wireless networks. In one embodiment, the Network 12 may include the Public Switched Telephone Network (PSTN) and the Internet.

Fig. 2A is a flowchart of a missed call notification method for a call event according to an exemplary embodiment. As shown in fig. 2A, the method is applied to a server (e.g., the server 11 shown in fig. 1, etc.), and may include the following steps:

step 202A, determining that a call event initiated by the unified call number for the group is missed.

In an embodiment, a server running a certain application, such as the server of the above-mentioned mobile group office platform, is used to implement the technical solution of the present specification.

In one embodiment, the server may maintain organization structure information of the community, such that after the unified call number is bound to the community, community members may be determined based on the organization structure information, the community members may be associated with the unified call number, and when the unified call number is dialed by an external user, the generated call event may be forwarded to specific community members based on manual (e.g., manual forwarding by a central service staff) or automatic (e.g., a preset forwarding rule).

In an embodiment, the server may maintain organization structure information of the group, so that after the unified call number is bound to the group, group members may be determined based on the organization structure information, and a right to use the unified call number is given to the group members, so that the group members may all initiate calls to external users using the unified call number. Meanwhile, after the external user dials or dials back the unified call number, the generated call event can be forwarded to a specific group member based on manual (such as manual forwarding by a switchboard customer service staff) or automatic (such as a preset forwarding rule).

In one embodiment, the server may monitor the answering situation of the call event; if the call event is not connected (such as the community members do not respond, or the community members actively hang up, etc.), it can be determined that the call event is missed. For example, the server may request the operator for the answering situation of the call event, or the server may learn the answering situation in other ways, which is not limited in this specification.

In one embodiment, the unified calling number may include various forms in the related art, and the description is not limited thereto. For example, the unified phone number may be a 400telephone (or "400 hotline") in the related art, and the description does not limit this.

Step 204A, sending a missed call prompt message aiming at the call event to the association group of the community.

In an embodiment, a group member may miss an incoming call event due to reasons such as not carrying a communication device with the group member, inconvenient answering while driving, and the like, and then the group member may know the missed call condition through the incoming call record, but at this time, the group member is often separated for a long time, and the call opportunity is easily missed or even mishaps are easily missed. Therefore, by sending the missed call prompting message to the associated group of the group, other members in the group can know the missed call condition, so as to dial back to the calling party of the call event as soon as possible and reduce possible loss to the minimum.

In an embodiment, when other community members perform callback operation in response to the missed call prompting message, the server may send the callback prompting message to the associated group of the community, so that on one hand, the remaining community members may be prevented from performing callback operation and causing interference to the caller of the call event, and on the other hand, the community members may determine that the missed call problem of the call event is already processed or solved based on the callback prompting message. The callback prompt message may contain information of other group members who perform callback operation, so that the group members can contact with the other group members to inquire the communication condition with the calling party of the call event, and the subsequent communication between the group members and the calling party of the call event is facilitated.

In an embodiment, the missed call notification message may include any content for notifying the missed call condition, which is not limited in this specification; for example, the missed call prompt message includes at least one of the following: the caller ID, the time of the incoming call, the data of the caller (i.e. the caller of the call event), the relationship between the caller and the group (such as client, supplier, partner, unknown, etc.), the history of the call with the caller, etc.

In an embodiment, the missed-receiving prompt message may include a receiving prompt identifier for one or more group members, so as to implement a special message receiving prompt for the one or more group members. For example, the receiving prompt identifier may be in the form of "@ + member name", for example, the receiving prompt identifier for the group member UA may be "@ UA"; of course, any other form of receiving the prompt identifier may be adopted, and this specification does not limit this. After receiving the missing-reception prompt message, if the electronic device used by the group member UX does not include the reception prompt identifier for the group member UX, the electronic device may implement ordinary message reception prompting according to the general group communication message, and even may not implement reception prompting if the group member UX sets the shielding mode or the non-disturbing mode in advance; if the receiving prompt identifier for the group member UX is included, even if the shielding mode or the do-not-disturb mode is preset, the electronic device still implements receiving prompt, and the prompting mode may be different from that of ordinary message receiving prompt, so as to achieve a better prompting effect.

In one embodiment, the one or more group members may include a customer service person to which the call event is assigned, for example, the customer service person may be assigned by manual forwarding, or the customer service person may be assigned based on predefined forwarding rules. Wherein, the switching rule may include: randomly allocating to an idle customer service person, switching to the first idle customer service person according to a preset sequence, switching to a customer service person with the largest number of historical calls with the caller, switching to a customer service person in a group to which the caller belongs, and the like, which is not limited in the specification.

In one embodiment, the one or more group members may include a specific group member in the associated group, and the specific group member may include all group members or a part of group members; when the specific group member is a partial group member, at least one of the group creator, the group administrator, and the general group member may be included, for example, and the present specification does not limit this.

In an embodiment, the above-mentioned "service person assigned to the call event" and "specific group member in the associated group" are based on description conditions of different dimensions, and there may be a certain degree of overlap in practice, for example, the assigned service person may be a specific group member such as a group administrator, which is not limited in this specification.

In an embodiment, the server may determine, according to a service configuration instruction sent by a management member of the group (a group member having a management authority), a group member of a service person configured as the unified session number in the group, and accordingly maintain the association group so that the service person is added as a group member of the association group. Therefore, when the customer service staff in the group changes, the management member only needs to adjust whether the group member is the customer service staff or not in the organization structure information, and the server can automatically adjust the relevance group adaptively, namely, remove the non-customer service staff and add new customer service staff, thereby greatly simplifying the configuration work of the customer service staff.

In one embodiment, the server may analyze call data associated with the unified call number and present an analysis result. For example, the server may analyze call data associated with the unified call number from at least one of the following dimensions: incoming call state, missed call state, and response state of customer service personnel.

In one embodiment, the incoming call condition may include: the total daily call amount, the total daily call answering amount, the distribution of the daily call time (for example, 0 to 24 hours per day is divided into 12 time periods on average, and the amount of incoming call in each time period is determined respectively) in a specified time period (for example, the current day, yesterday, last week, last month, last three months, last half year, last 1 year, from the beginning to the present, from y1, m1, d1 to y2, m2, d2, and the like), and the like, which are not limited in this specification.

In one embodiment, the missed connection condition may include: the daily missed call amount, the total missed call rate, the daily missed call event distribution situation, etc. in a specified time period are not limited in this specification.

In one embodiment, the response status of the customer service personnel may include: the daily call answering amount, the daily call missed call amount, the daily missed call rate, the total call answering amount, the total missed call rate, and the like of the customer service staff in a specified time period are specified, and the specification does not limit the specified time period.

In an embodiment, the server may send the analysis result to the specific community members in the association group or the community according to a preset period. For example, the server may send the analysis result corresponding to the call data of the previous day to the association group every day so that each group member can review the analysis result. For another example, the server may send the analysis result corresponding to the call data of the previous week to a specific group member every monday, for example, the analysis result may be sent by establishing a single chat communication session between the server and the specific group member.

In one embodiment, the server may return the analysis result to any community member in the community according to a temporary request received from the community member. For example, the temporary request may be initiated to the server by any member of the community through a single chat communication session between itself and the server. For another example, when the group member is a group member of the association group, a temporary request may be initiated in the association group, and the server may return the analysis result to the association group. The temporary request may be in a fixed format, such as a fixed format for querying an analysis result of a certain type (e.g., an analysis result corresponding to call data of the previous day), or the temporary request may not be in a fixed format, such as in a form of natural language, such as "how missed call occurred in the last week", or the like, and the server parses the temporary request and returns a corresponding analysis result.

Fig. 2B is a flowchart of another missed call notification method for a call event according to an exemplary embodiment. As shown in fig. 2B, the method is applied to a server (e.g., the server 11 shown in fig. 1, etc.), and may include the following steps:

step 202B, determining that the call event initiated by the unified call number for the group is missed.

And step 204B, sending a missed call prompting message aiming at the call event to at least one member of the community.

In an embodiment, a group member may miss an incoming call event due to reasons such as not carrying a communication device with the group member, inconvenient answering while driving, and the like, and then the group member may know the missed call condition through the incoming call record, but at this time, the group member is often separated for a long time, and the call opportunity is easily missed or even mishaps are easily missed. Therefore, by sending the missed call prompt message to at least one member of the group, even if the member of the called party of the call event cannot check the missed call prompt message in time, other members in the group can know the missed call condition, so that the called party of the call event can be called back as soon as possible, and possible loss is reduced to the minimum.

In one embodiment, the missed alert message may be sent to all members of the community; alternatively, the missed call notification message may be sent to some members in the group, such as a customer service staff dedicated to handling the call event, a member of one or more predetermined departments, a member of a predetermined designated position, and the like, which is not limited in this specification.

In one embodiment, when the missed call prompt message is sent to at least one member of the group, a single chat communication session can be established with each member respectively, and the missed call prompt message is sent to each member independently; or, a missed-receiving prompt message may be sent to an associated group of the community, where the at least one member is a group member of the associated group.

In an embodiment, when the missed alert message is sent to the associated group, the missed alert message may include a reception alert identifier for one or more group members, so as to implement a special message reception alert for the one or more group members. For example, the receiving prompt identifier may be in the form of "@ + member name", for example, the receiving prompt identifier for the group member UA may be "@ UA"; of course, any other form of receiving the prompt identifier may be adopted, and this specification does not limit this. After receiving the missing-reception prompt message, if the electronic device used by the group member UX does not include the reception prompt identifier for the group member UX, the electronic device may implement ordinary message reception prompting according to the general group communication message, and even may not implement reception prompting if the group member UX sets the shielding mode or the non-disturbing mode in advance; if the receiving prompt identifier for the group member UX is included, even if the shielding mode or the do-not-disturb mode is preset, the electronic device still implements receiving prompt, and the prompting mode may be different from that of ordinary message receiving prompt, so as to achieve a better prompting effect.

Step 206B, when it is determined that any member has processed the missed notification message, sending a processed notification of the missed notification message to other members receiving the missed notification message.

In an embodiment, when any member performs a callback operation in response to the missed call prompting message, the server may, on the one hand, avoid the remaining community members performing callback operations and prevent interference to the calling party of the call event, and on the other hand, enable the community members to determine that the missed call problem of the call event is already processed or solved based on the callback prompting message by sending the processed notification (corresponding to the callback prompting message in the corresponding embodiment of fig. 2A). Any one of the members may be a called party of the call event, or any one of the members may be another member; the processed notification may include information of the member performing the call-back operation, and particularly, when the member is not the called party of the call event, the called party may contact the member to inquire about a communication situation during call-back, thereby facilitating subsequent communication between the called party and the calling party of the call event.

For convenience of understanding, the technical solutions of one or more embodiments of the present specification are described by taking the instant messaging application T as an example. Suppose a certain enterprise is XXXX limited, the enterprise opens the "intelligent 400 hotline" function provided by application T for implementing the related scheme based on the present specification.

Fig. 3 is a schematic diagram of an enterprise phone management interface provided by an exemplary embodiment. Through the electronic device of the client installed with application T, the employee of the enterprise may enter enterprise phone management interface 300, as shown in fig. 3, on the electronic device to view or manage the functionality associated with the intelligent 400 hotline.

In one embodiment, enterprise phone management interface 300 may show a 400 hotline bound to the XXXX corporation, such as "4007-. The enterprise phone management interface 300 may include a statistics presentation area 301 for presenting statistics for the above-described usage of the 400 hotline, such as a number of "yesterday customer calls" of 236, a change of 2% compared to the previous day, a number of "yesterday missed calls" of 30, a change of 4% compared to the previous day, a "customer satisfaction" of 56%, and a change of 5% compared to the previous day. Of course, the statistical data presentation area 301 is only used to provide a statistical summary of the usage scenario, and the "intelligent data analysis" described below may provide more detailed or more dimensional analysis results.

In one embodiment, the enterprise phone management interface 300 may include a fee presentation area 302, such as the fee presentation area 302 may present the balance of the 400 hot line as 1200.00 dollars and may be charged by a "charge" option. Because the 400 hot line is bound to the XXXX company, employees in the company can use the 400 hot line through the application T, so that on one hand, a uniform enterprise image can be kept outside, and on the other hand, uniform charging and management can be carried out on telephone charges inside, and each employee does not need to pay attention to the residual charges and charging independently. Of course, besides the prepaid scenario of "recharge", this specification may also include a postpaid scenario or other scenarios, which this specification does not limit.

In one embodiment, the enterprise phone management interface 300 can include a voice navigation option 303, and the employee can transfer to the voice navigation settings interface 400 shown in fig. 4 by triggering the voice navigation option 303 to perform the relevant settings operations. FIG. 4 is a schematic illustration of a voice navigation settings interface provided by an exemplary embodiment; as shown in fig. 4, the voice navigation setup interface 400 may include an operator setup area 401, and for employees with administrative privileges in XXXX limited, the operator setup area 401 may contain setup options that may be triggered to select and set one or more operators (or customer service personnel) from the employees of XXXX limited to address the above 400 hotline.

In one embodiment, the voice navigation settings interface 400 may include a welcome options setting area 402, which area 402 may contain settings options for employees of XXXX limited with administrative privileges, which settings may be triggered to set welcome words. Assuming that the welcome word is "welcome you to call XXXX limited", when the customer dials the above 400 hotline, the corresponding announcement can be heard.

In one embodiment, the voice navigation settings interface 400 may include a numeric key voice navigation settings area 403. for employees with administrative privileges in XXXX limited, the numeric key voice navigation settings area 403 may contain setting options that may be triggered to set a numeric key voice navigation. By setting the number keys for voice navigation, after the 400 hot line is switched on, a customer can receive service types corresponding to different number keys, and the customer can indicate the self requirement by selecting the corresponding number keys, so that the customer is favorable for allocating corresponding operators to answer. Of course, the customer's requirements can be intelligently analyzed through historical incoming call data, reservation information, cooperation relationship with XXXX limited companies, and the like, and the customer's requirements do not necessarily need to be known through number key voice navigation, which is not limited in this specification.

In an embodiment, the voice navigation setting interface 400 may include a voice navigation listening area 404, and by triggering a listening option in the voice navigation listening area 404, the set welcome word and the set numeric key voice navigation may be listened to in an audition manner to determine an actual usage effect.

In an embodiment, for the operators set for the above 400 hot line, the application T may automatically create a corresponding "400 hot line missed call reminder" group, and add all operators as group members to prompt for missed calls for the operators. Of course, the group may also include other non-operator group members, such as an administrator of the XXXX company, a department leader of an operator, and the like, and the administrator, the department leader, and the like may be automatically determined by the server of the application T according to the organization structure information of the XXXX company and added to the group, or may be added to the group by subsequent manual operation, which is not limited in this specification.

In an embodiment, when the operator of the 400 hot line changes, the server of the application T may automatically maintain the group of the 400 hot line missed call reminder according to a change result, so that the original operator may be automatically removed when changed to a non-operator, and a new operator may be automatically added.

Fig. 5 is a schematic diagram of a group communication interface according to an exemplary embodiment. The operator of the 400 hotline may view the group communication interface 500 shown in fig. 5, corresponding to the "400 hotline missed alert" group. On top of the group communication interface 500, a group name "400 hot line missed call reminder", and "XXXX limited" and "internal" identifiers are shown, indicating that the group belongs to an internal group of XXXX limited, i.e., the group members are employees of XXXX limited.

In an embodiment, the function of the 400 missed hot line alert can be realized in the group by configuring 400 missed hot line alert "robot" in the group. For example, the "robot" may appear similar to the group members of the group, such that each operator may view the group message sent by the "robot" in the group communication interface 500, and thus the "robot" may send a missed alert message about 400 hotlines to each operator by sending the group message.

For example, FIG. 6 is a diagram of one implementation of a missed call reminder provided by an exemplary embodiment. As shown in fig. 6, the operator can receive and view the missed call reminding message 601 or the missed call reminding message 602 sent by the above-mentioned "robot" in the group communication interface 500.

In one embodiment, the missed alert 601 content includes that "@ UA you missed 18987654321 the incoming call at 2018-10-2010: 25. Click back ", indicating: the customer telephone is "18987654321", the incoming call time is "2018-10-2010: 25", the call is assigned to the operator UA, but a missed call occurs. The missed call reminding message 601 includes "@ UA", which can indicate the identity of the operator to which the missed call is assigned, and implement special message receiving reminding for the operator UA. If the UA starts the disturbance-free mode for the group "400 hot-line missed alert", the electronic device used by the UA does not implement the alert operation when receiving the group message not containing "@ UA" in the group, and can still implement the alert operation in the form of ringing or vibration when receiving the group message containing "@ UA" (the same alert operation may be adopted as that when the disturbance-free mode is turned off, or different alert operation may be adopted); if the UA does not start the disturbance-free mode for the group "400 missed-hotline alert", the electronic device used by the UA may perform an alert operation different from that performed when the electronic device receives a group message not containing "@ UA" when the electronic device receives the group message containing "@ UA" in the group (the same alert operation may be used, and the description does not limit this).

In one embodiment, the content of the missed call alert message 602 includes the missed call of the "@ membership 13123456789 at 2018-10-2116: 13. Click back ", indicating: the client telephone is '13123456789' and the incoming call time is '2018-10-2116: 13'. Similar to the "@ UA", since the missed-call alert message 602 includes "@ total members", all the group members of the group "400 hot-line missed-call alert" may use the electronic device to implement a special message receiving alert for the missed-call alert message 602, so as to respond quickly. Of course, in the case of containing "@ members", the missed call alert message 602 may also contain other contents to indicate the assigned operator of the corresponding call, so as to facilitate the interface between the operator making the callback response and the assigned operator when the two operators are inconsistent.

In an embodiment, the "robot" may analyze the missed call data, and push a corresponding analysis result to the group "400 hot-line missed call reminder". The operator can receive and view the analysis result 603 sent by the "robot" in the group communication interface 500, for example, the analysis result 603 may be a "yesterday missed report", and the content may include "yesterday missed 30 calls", "UA: missed 15 times", "UB: missed 10 times", "UC: missed 5 times", and the like, which is not limited in this specification.

Similar to the analysis result 603, the "robot" may automatically push "yesterday missed report" to the group "400 hotline missed reminder" every day, and may also push other types of messages, which is not limited in this specification.

In an embodiment, the group member of the group "400 hot-line missed call reminder" may send an inquiry request in the group communication interface 500 to actively inquire about information related to missed call data, and the server of the application T may process and respond to the inquiry request, and the "robot" pushes the response result to the group communication interface, where the pushing form is similar to the analysis result 603, and is not described herein again. For example, the inquiry request may include "UA missed calls today", and the corresponding answer result may include the number of missed calls of the operator UA on the day, a detailed list of the missed calls, and the like.

In one embodiment, the enterprise phone management interface 300 can include an intelligent data analysis option 304, and an employee can transfer to the data analysis presentation interface 700 shown in FIG. 7 by triggering the intelligent data analysis option 304 to perform a related setup operation. FIG. 7 is a schematic diagram of a data analysis presentation interface provided by an exemplary embodiment. As shown in fig. 7, the server side of the application T may analyze missed data occurred in XXXX limited, and display the generated analysis result in a data analysis display interface 700.

The display content in the data analysis display interface 700 has a certain similarity or even partially overlaps with the content in the statistical data display area 301 in fig. 3 and the analysis result 603 in fig. 6, but the data analysis display interface 700 can often provide more dimensions and more detailed analysis content. For example, the data analysis presentation interface 700 may analyze missed calls from dimensions such as "incoming call analysis," missed calls, "and" operator analysis.

Taking the "incoming call analysis" as an example, the incoming call total amount analysis and the incoming call time analysis can be provided separately. For the total call amount analysis, time periods such as "last week", "last month", "last march", etc. may be provided, or a custom time period may be provided, so as to show the total call amount variation curve and the total answering amount variation curve in a selected time period, so as to show the variation of the total call amount and the total answering amount with time. Similarly, for the incoming call time analysis, time periods such as "yesterday", "last week", "last month", etc. may be provided, or custom time periods may be provided, so as to show the incoming call time variation curve within a selected time period, so as to show the distribution of incoming calls in each time period for the above 400 hotline.

Take "missed call" as an example. When the "missed call" tab is selected, the content displayed on the data analysis display interface 700 may be switched from fig. 7 to fig. 8 to display the data analysis content related to the "missed call". For example, as shown in FIG. 8, a missed total analysis may be provided: according to the selected time period, a change curve corresponding to the total amount of missed calls per day in the time period is shown, so that the change situation of the missed calls can be known conveniently. Similarly, when the "operator analysis" tag is selected, the display content of the data analysis display interface 700 may be related to the missed calls of the operators, such as a change curve of the total number of missed calls of each operator every day, and will not be described herein again.

In one embodiment, the enterprise phone management interface 300 may include an incoming call record option 305, and the employee may transfer to the incoming call record list interface 900 shown in fig. 9 by triggering the incoming call record option 305. Fig. 9 is a diagram illustrating an incoming record listing interface according to an exemplary embodiment. As shown in fig. 9, the incoming record list interface 900 may show incoming records in a set time period, for example, a client with number 13810299996 calls the above-mentioned 400 hotline at 2018/10/1516: 36, may listen to the corresponding incoming record by triggering the incoming record, and the incoming record may also exhibit a call duration of 2 minutes, a client triggers a number 1 numeric key according to voice navigation, a call is answered by an operator UA and provides a consultation service about xx products, the client evaluates the call as "dissatisfied", and the like, thereby knowing about the related call situation in more detail.

In one embodiment, the time period set in fig. 9 is "2018.10.01-2018.10.15", so that the displayed incoming call records all belong to the time period; and the time slot can be adjusted by triggering the identifier "xxx" to check the incoming call records corresponding to other time slots. In one embodiment, fig. 9 includes a filtering evaluation option, and by triggering the filtering evaluation option, the incoming call record given a specific evaluation may be selected, for example, the evaluation may include "satisfactory", "unsatisfactory", "not evaluated", and the like.

In an embodiment, the enterprise phone management interface 300 may include an on-hook short message option 306, and the employee may set the content of the on-hook short message for the 400 hotline by triggering the on-hook short message option 306, so that after the client dials the 400 hotline and hangs up, the service end of the application T may automatically send a short message corresponding to the content to the client, so as to obtain user evaluation, feedback information, and the like.

FIG. 10 is a schematic block diagram of an apparatus provided in an exemplary embodiment. Referring to fig. 10, at the hardware level, the apparatus includes a processor 1002, an internal bus 1004, a network interface 1006, a memory 1008, and a non-volatile memory 1010, although it may also include hardware required for other services. The processor 1002 reads a corresponding computer program from the non-volatile memory 1010 to the memory 1008 and then runs the computer program to form a missed call notification device of the call event on a logical level. Of course, besides software implementation, the one or more embodiments in this specification do not exclude other implementations, such as logic devices or combinations of software and hardware, and so on, that is, the execution subject of the following processing flow is not limited to each logic unit, and may also be hardware or logic devices.

Referring to fig. 11, in a software implementation, the missed call notification apparatus for a call event may include:

a first determining unit 1101 that determines that a call event initiated by a unified call number for a group is missed;

the sending unit 1102 is configured to send a missed call notification message for the call event to the group associated with the group.

Optionally, the missed message includes a receiving prompt identifier for one or more group members, so as to implement a special message receiving prompt for the one or more group members.

Optionally, the one or more group members include at least one of:

the customer service personnel to which the call event is distributed and the specific group members in the related group.

Optionally, the method further includes:

a second determining unit 1103, configured to determine, according to a customer service configuration instruction sent by a management member of the group, a group member of a customer service person in the group, which is configured as the unified call number;

a maintenance unit 1104 that maintains the association group so that the customer service person is added as a group member of the association group.

Optionally, the method further includes:

an analysis unit 1105 that analyzes call data related to the unified call number;

a display unit 1106 displays the analysis results.

Optionally, the analysis unit 1105 is specifically configured to:

analyzing call data associated with the unified call number from at least one of the following dimensions: incoming call state, missed call state, and response state of customer service personnel.

Optionally, the method further includes: a transmitting unit 1107 or a returning unit 1108;

the sending unit 1107 is configured to send the analysis result to the association group or a specific group member in the group according to a preset period;

the returning unit 1108 is configured to return the analysis result to any community member in the community according to a received temporary request initiated by any community member.

Optionally, the missed call prompting message includes at least one of the following: the system comprises an incoming call number, incoming call time, incoming call party data, the relation between the incoming call party and the group and a historical call record between the incoming call party and the group.

Referring to fig. 12, in another software implementation, the missed call notification apparatus for a call event may include:

a determining unit 1201, configured to determine that a call event initiated by a unified call number for a group is missed;

a prompting unit 1202, configured to send a missed call prompting message for the call event to at least one member of the community;

a notification unit 1203, configured to send a processed notification of the missed call notification message to other members that receive the missed call notification message when it is determined that any member has processed the missed call notification message.

The systems, devices, modules or units illustrated in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. A typical implementation device is a computer, which may take the form of a personal computer, laptop computer, cellular telephone, camera phone, smart phone, personal digital assistant, media player, navigation device, email messaging device, game console, tablet computer, wearable device, or a combination of any of these devices.

In a typical configuration, a computer includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic disk storage, quantum memory, graphene-based storage media or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other like elements in a process, method, article, or apparatus that comprises the element.

The foregoing description has been directed to specific embodiments of this disclosure. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims may be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing may also be possible or may be advantageous.

The terminology used in the description of the one or more embodiments is for the purpose of describing the particular embodiments only and is not intended to be limiting of the description of the one or more embodiments. As used in one or more embodiments of the present specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise. It should also be understood that the term "and/or" as used herein refers to and encompasses any and all possible combinations of one or more of the associated listed items.

It should be understood that although the terms first, second, third, etc. may be used in one or more embodiments of the present description to describe various information, such information should not be limited to these terms. These terms are only used to distinguish one type of information from another. For example, first information may also be referred to as second information, and similarly, second information may also be referred to as first information, without departing from the scope of one or more embodiments herein. The word "if" as used herein may be interpreted as "at … …" or "when … …" or "in response to a determination", depending on the context.

The above description is only for the purpose of illustrating the preferred embodiments of the one or more embodiments of the present disclosure, and is not intended to limit the scope of the one or more embodiments of the present disclosure, and any modifications, equivalent substitutions, improvements, etc. made within the spirit and principle of the one or more embodiments of the present disclosure should be included in the scope of the one or more embodiments of the present disclosure.

Claims

1. A missed call prompting method for a call event is characterized by comprising the following steps:

2. The method of claim 1, wherein the missed alert message comprises a receiving alert identifier for one or more group members, so as to implement a special message receiving alert for the one or more group members.

3. The method of claim 2, wherein the one or more group members comprise at least one of:

4. The method of claim 1, further comprising:

determining group members of customer service personnel configured as the unified call number in the group according to customer service configuration instructions sent by management members of the group;

and maintaining the associated group, so that the customer service personnel are added as group members of the associated group.

5. The method of claim 1, further comprising:

analyzing call data related to the unified call number;

and displaying the analysis result.

6. The method of claim 5, wherein analyzing call data associated with the unified call number comprises:

7. The method of claim 5, further comprising:

sending the analysis result to the specific group members in the association group or the group according to a preset period;

or returning the analysis result to any community member according to a received temporary request initiated by any community member in the community.

8. The method of claim 1, wherein the missed alert message comprises at least one of: the system comprises an incoming call number, incoming call time, incoming call party data, the relation between the incoming call party and the group and a historical call record between the incoming call party and the group.

9. A missed call prompting device for call events is characterized by comprising:

10. The apparatus of claim 9, wherein the missed alert message comprises a receive alert flag for one or more group members, so as to implement a special message reception alert for the one or more group members.

11. The apparatus of claim 10, wherein the one or more group members comprise at least one of:

12. The apparatus of claim 9, further comprising:

the second determining unit is used for determining the group members of the customer service personnel configured as the unified call number in the group according to the customer service configuration instruction sent by the management member of the group;

and the maintenance unit is used for maintaining the associated group so that the customer service staff is added as a group member of the associated group.

13. The apparatus of claim 9, further comprising:

an analysis unit that analyzes call data related to the unified call number;

and the display unit is used for displaying the analysis result.

14. The apparatus according to claim 13, wherein the analysis unit is specifically configured to:

15. The apparatus of claim 13, further comprising: a sending unit or a returning unit;

the sending unit is used for sending the analysis result to the association group or the specific group member in the group according to a preset period;

the return unit is used for returning the analysis result to any community member according to the received temporary request initiated by any community member in the community.

16. The apparatus of claim 9, wherein the missed alert message comprises at least one of: the system comprises an incoming call number, incoming call time, incoming call party data, the relation between the incoming call party and the group and a historical call record between the incoming call party and the group.

17. A missed call prompting method for a call event is characterized by comprising the following steps:

18. A missed call prompting device for call events is characterized by comprising: