CN112286711A - Information processing method and device, electronic equipment and storage device - Google Patents
Information processing method and device, electronic equipment and storage device Download PDFInfo
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/0706—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment
- G06F11/0709—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation the processing taking place on a specific hardware platform or in a specific software environment in a distributed system consisting of a plurality of standalone computer nodes, e.g. clusters, client-server systems
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/0766—Error or fault reporting or storing
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F11/00—Error detection; Error correction; Monitoring
- G06F11/07—Responding to the occurrence of a fault, e.g. fault tolerance
- G06F11/0703—Error or fault processing not based on redundancy, i.e. by taking additional measures to deal with the error or fault not making use of redundancy in operation, in hardware, or in data representation
- G06F11/079—Root cause analysis, i.e. error or fault diagnosis
Abstract
The application provides an information processing method, an information processing device, electronic equipment and a storage device, relates to the technical field of information processing such as teaching/live broadcasting, and specifically comprises the following steps: monitoring the running condition of an online client; acquiring information to be processed related to the abnormal operation under the condition that the abnormal operation occurs in the running condition; according to the information to be processed, a processing strategy which is corresponding to the information to be processed and is used for eliminating abnormal operation faults is inquired in a database; and in response to the fact that the processing strategy is not inquired in the database or the processing strategy is sent to the online client and then feedback information of abnormal operation is received, starting a first application of web login, and entering a virtual classroom corresponding to the online client to carry out fault removal processing on the abnormal operation. By adopting the embodiment of the application, the order of magnitude of bandwidth occupation can be reduced, the abnormal operation of a user can be quickly responded and flexibly processed, and the problem can be solved in time.
Description
Technical Field
The present application relates to the field of information processing technologies, and in particular, to an information processing method and apparatus, an electronic device, and a storage apparatus in the technical fields of teaching/live broadcasting.
Background
More and more users choose to learn through online classes, but inevitably, various problems are encountered in performing the associated software operations. As a manager of an online classroom platform, if the abnormal operation of a user cannot be found in time and is responded, the use experience of the user can be reduced; further, in the process of feeding back the solution to the user, the platform management party can greatly influence the service effect if the solution cannot be quickly, flexibly and humanized.
Disclosure of Invention
The embodiment of the application provides an information processing method, an information processing device, an electronic device and a storage device, and aims to solve the problems in the related art, and the technical scheme is as follows:
in a first aspect, an embodiment of the present application provides an information processing method, including:
in one embodiment, the operation condition of the online client is monitored;
acquiring information to be processed related to the abnormal operation under the condition that the abnormal operation occurs in the running condition;
according to the information to be processed, a processing strategy which is corresponding to the information to be processed and is used for eliminating abnormal operation faults is inquired in a database;
and in response to the fact that the processing strategy is not inquired in the database or the processing strategy is sent to the online client and then feedback information of abnormal operation is received, starting a first application of web login, and entering a virtual classroom corresponding to the online client to carry out fault removal processing on the abnormal operation.
In a second aspect, an embodiment of the present application provides an information processing apparatus.
In one embodiment, the operation condition of the online client is monitored;
the monitoring module is used for acquiring to-be-processed information related to the abnormal operation under the condition that the abnormal operation occurs in the running condition;
the query module is used for querying a processing strategy corresponding to the information to be processed and used for eliminating abnormal operation faults in a database according to the information to be processed;
and the solution module is used for responding to the situation that the processing strategy is not inquired in the database or receiving feedback information of abnormal operation after the processing strategy is sent to the online client, starting a first application of web page login, and entering a virtual classroom corresponding to the online client to carry out troubleshooting processing of the abnormal operation.
In a third aspect, an embodiment of the present application provides an information processing apparatus, including: a memory and a processor. Wherein the memory and the processor are in communication with each other via an internal connection path, the memory is configured to store instructions, the processor is configured to execute the instructions stored by the memory, and the processor is configured to perform the method of any of the above aspects when the processor executes the instructions stored by the memory.
In a fourth aspect, embodiments of the present application provide a computer-readable storage medium, which stores a computer program, and when the computer program runs on a computer, the method in any one of the above-mentioned aspects is executed.
The advantages or beneficial effects in the above technical solution at least include: in the monitoring process, information to be processed related to abnormal operation is acquired, the monitored passivity is converted into the initiative, the personnel who have the problem can report actively, and various reporting modes such as screenshot or text description are provided, so that the monitoring party can know the problem more comprehensively; moreover, under the condition that the processing strategy is not inquired or the fed-back processing strategy does not work, the monitoring party can start the webpage to log in the first application to solve the problem in real time.
The foregoing summary is provided for the purpose of description only and is not intended to be limiting in any way. In addition to the illustrative aspects, embodiments, and features described above, further aspects, embodiments, and features of the present application will be readily apparent by reference to the drawings and following detailed description.
Drawings
In the drawings, like reference numerals refer to the same or similar parts or elements throughout the several views unless otherwise specified. The figures are not necessarily to scale. It is appreciated that these drawings depict only some embodiments in accordance with the disclosure and are therefore not to be considered limiting of its scope.
FIG. 1 is a diagram of hardware entities for network monitoring of an educational platform, in accordance with an embodiment of the present invention;
FIG. 2 is a flow chart of an information processing method according to an embodiment of the present application;
FIG. 3 is a schematic view of a scenario of an information processing method according to an embodiment of the present application;
FIG. 4 is a schematic diagram of another scenario of an information processing method according to an embodiment of the present application;
FIG. 5 is a schematic diagram of another scenario of an information processing method according to an embodiment of the present application;
FIG. 6 is a block diagram of an information processing apparatus according to an embodiment of the present application;
FIG. 7 is another block diagram of an information processing apparatus according to an embodiment of the present application;
fig. 8 is a block diagram of the structure of an information processing apparatus according to an embodiment of the present application.
Detailed Description
In the following, only certain exemplary embodiments are briefly described. As those skilled in the art will recognize, the described embodiments may be modified in various different ways, all without departing from the spirit or scope of the present application. Accordingly, the drawings and description are to be regarded as illustrative in nature, and not as restrictive.
Fig. 1 is a schematic diagram of hardware entities for network monitoring of an education platform according to an embodiment of the present application, where fig. 1 includes: a website server (also called a web server), each client (client 1-3), and a network and telephone callback center connecting each client and the website server; the client hardware can be a mobile phone, an all-in-one machine, a notebook computer, an intelligent terminal and the like, corresponding client application software (APP) is generally required to be downloaded, login is carried out in different roles through the APP, and the different roles comprise students, teachers, assistant education, auditors, monitoring and the like; the website server is responsible for monitoring, and generally does not need to download application software; the network comprises a cloud storage platform and a TCP server.
The above example of fig. 1 is only one example of a hardware architecture for implementing the embodiment of the present application, and the embodiment of the present application is not limited to the hardware architecture of fig. 1.
Fig. 2 shows a flowchart of an information processing method according to an embodiment of the present application. As shown in fig. 2, the method may include:
s101, monitoring the running condition of the online client.
In one example, the web server obtains relevant data reflecting the operation conditions of the online clients, such as screenshots of the clients, help-seeking information actively reported by the clients, and the like, and knows whether the operation of each online client is normal or not.
In one example, the online client has different types of roles including, but not limited to, a teacher role, a student role, an assistant role, and an audiologist role, with different roles having different permissions when operating.
In an example, as shown in fig. 3, the online client captures a screenshot at regular intervals and uploads the screenshot to the cloud server, and after receiving a picture address of the screenshot on the cloud server, the online client transmits the picture address stored in the screenshot on the cloud server to the web server along with the classroom information. The online client can be a client A which is logged in a teacher role; alternatively, the fixed time for uploading the screen shots may be preset, such as setting to upload the screen shots every 60 seconds. The web server can display related pictures in a period of time before a class is given and in class, the displayed pictures are refreshed at regular intervals, and specifically, the web server can call the pictures from the cloud server by using picture addresses corresponding to classroom information according to requirements and display the pictures on a webpage of the web server. For example, when the web server wants to show the class attendance of class 300, the relevant screenshots of class 300 are downloaded from the cloud server and shown. The refresh frequency of the display pictures can be preset, for example, to be refreshed every 60 seconds. The magnitude order of occupied bandwidth can be reduced by uploading the screenshot to the cloud server and then selectively downloading and displaying the screenshot by the web server by using the picture address; compared with the prior art that the video or the picture is directly transmitted to the web server, the improved webpage transmission means has the advantages of high transmission speed, high definition, short delay and low jitter.
And S102, when abnormal operation occurs in the running condition, acquiring information to be processed related to the abnormal operation.
In one example, when an abnormal operation signal of an online client is received, it is determined that an abnormal operation occurs in a monitored object, and information to be processed related to the abnormal operation is acquired, where the information to be processed includes, but is not limited to, picture information and text information, where the picture information includes a problem screenshot of the client in which the abnormal operation occurs and other related screenshots, and the text information includes a storage address of the problem screenshot on a cloud server, text description information, and the like. It is to be added that the abnormal operation signal may be triggered based on the user clicking a "help button", or may be triggered based on the user actively sending an action such as a question screenshot, question description information, and the like.
Acquiring to-be-processed information related to the abnormal operation, wherein the to-be-processed information comprises the following steps: the picture address of the problem screen shot stored on the cloud server, the problem text description, the classroom information, the client role in which the problem occurred, etc. may be received from the online client that issued the abnormal operation signal.
In one example, picture information in the information to be processed is obtained from the cloud server, and the picture information mainly includes a question screenshot of a question interface actively uploaded by a user and other relevant screenshots. The screenshot is not stored in the web server side but uploaded to the cloud server, the web server obtains a corresponding stored picture address, and when needed, the web server can also select the screenshot related to the abnormal operation, for example, the picture address of the problem screenshot transmitted by the client side is obtained first, then the corresponding problem screenshot is obtained from the cloud server based on the picture address, and other screenshots related to the problem screenshot can also be obtained, for example, other screenshots close to the problem screenshot capturing time are obtained.
In one example, the picture information includes a corresponding problem screenshot when the online client has an abnormal operation condition, specifically, when the online client has an operation problem, the help-seeking button is clicked to send out abnormal operation information, and screenshot operation is performed on the screen to generate a problem screenshot of a problem interface; if the teacher's client A has a problem, the teacher's client A can be subjected to problem screenshot by clicking the help-seeking button; if the students in the classroom have problems, the students can be informed of the teacher, then the teacher operates on a client A of the teacher, clicks a help seeking button, selects a student client B with problems in a later popped option, and then performs screenshot operation on a screen of the student client B. In the example, the teacher answers the problem of the student client B in real time, and if the teacher cannot solve the problem and uploads the screenshot to other professionals for processing, the accuracy of screenshot operation is guaranteed, and the solution efficiency is improved.
In one example, the method further comprises:
acquiring the storage address of the screenshot in the cloud server and basic information of the screenshot corresponding to the online client from the online client, specifically, after the screenshot operation is performed, the corresponding client sends the problem screenshot to the cloud server and obtains a corresponding picture address, and then, the client sends the storage address to the web server along with the accompanying question description, classroom information, etc., wherein, the problem description comprises the description words of the problem manually input by the client-side operator, such as students or teachers, the classroom information is the relevant information of the virtual classroom corresponding to the client-side, such as classroom sequence number, time of class, teacher information, number of students, etc., if the client terminal in the role of the student encounters a problem, the information related to the identity of the student is also sent to the website server terminal.
And obtaining the abnormal operation fault which is requested to be eliminated according to the screenshot, and comparing the acquired screenshot with relevant information in a database by the website server side to confirm the type of the abnormal operation fault so as to search a corresponding solution strategy in the subsequent process. And comparing the description words of the problems with the related information in the database according to the screenshot to confirm the types of the abnormal operation faults.
And determining the online client to be sent with the processing strategy according to the basic information of the online client. After obtaining the fault category of the abnormal operation and the corresponding solution strategy in the subsequent steps, the corresponding client end generating the operation fault needs to be contacted to inform the relevant information. The object to be contacted may be determined based on teacher information or student identity-related information in the basic information obtained previously.
S103, according to the information to be processed, a processing strategy which is corresponding to the information to be processed and used for eliminating abnormal operation faults is inquired in a database.
In an example, the information to be processed may include a problem screenshot, other screenshots related to the problem screenshot, or a text description, or a fault type of the abnormal operation obtained in the previous step, and the solution processing method is obtained by performing a search in a database based on the information to be processed. And then sending the processing method to the corresponding online client.
S104, responding to the situation that the processing strategy is not inquired in the database or receiving feedback information of abnormal operation after the processing strategy is sent to the online client, starting a first application of web login, and entering a virtual classroom corresponding to the online client to carry out troubleshooting processing of the abnormal operation.
In an example, when a solution processing method cannot be found in the database, or a processing policy is sent to a corresponding online client, but a feedback that the problem is still not solved is received, a first application of web page login is started, the first application enters a virtual classroom corresponding to the online client to perform fault elimination processing of abnormal operation, so as to obtain a processing result that the fault of the abnormal operation is eliminated, specifically, the first application of the web page login can enter the corresponding online classroom with the identity of a participant, the problem is observed and solved on the spot, and the problem is finally solved or eliminated. Based on the above example, the pictures are stored on the cloud server instead of being directly stored on the Web server, so that the magnitude of bandwidth occupation of the Web server during data transmission is reduced, the blocking condition is reduced, and better user experience is guaranteed; on the other hand, the passivity of monitoring is converted into the initiative through the active reporting of the abnormal conditions by the user, so that the personnel with the problems can actively report, and various reporting modes such as screenshots or text descriptions are provided, so that the monitoring party can more comprehensively know the problems; moreover, under the condition that the processing strategy is not inquired or the fed-back processing strategy does not work, the monitoring party can start the webpage to log in the first application to solve the problem in real time.
The information processing method according to an embodiment of the present application may further include: and starting a super customer service mode under the condition that abnormal operation occurs in the running condition, establishing a first communication connection link between the super customer service mode and the online client, and sending text and/or voice information to the online client based on the first communication connection link.
In an example, as shown in fig. 4, when an online client performs an abnormal operation, a help-seeking button may be clicked, a problem screenshot or a problem description may be sent, and after the web server obtains relevant information, the web server may notify the client of the answer through a TCP server, that is, the client may contact a corresponding client (including a client in a student role or a client in a teacher role) in a manner of QQ or online chat, and communicate with the client directly in a text or voice manner to obtain a more detailed problem description or guide the client to solve the problem.
The information processing method according to an embodiment of the present application may further include: and awakening the local client to enter a classroom mode by the identity of the participant under the condition that the abnormal operation occurs in the running condition, establishing a second communication connection link with the online client, and sending awakening information to the online client based on the second communication connection link.
In one example, when the online client operates abnormally, the help-seeking button can be clicked, the web server logs in the client from a webpage after obtaining relevant information, enters a corresponding online classroom with the identity of a participant, observes and solves the problem on the spot, and finally solves the problem or eliminates the fault. When the client operates, corresponding APP software generally needs to be downloaded and logged in, but monitoring personnel at the Web server do not need to download and log in the APP software. In some cases, the screenshots or textual descriptions transmitted from the client cannot express the encountered operation problems well, and monitoring personnel are required to observe the problems in the field, to determine which problems are and to provide a targeted solution. At the moment, in order to save operation steps and simplify the flow, monitoring personnel at a Web server end are not required to download an APP and register for login, and a local client can be directly called to enter a classroom with the identity of a participant and be in real-time contact with a client with a problem only by clicking a 'function of entering the classroom' on a webpage, so that the problem is solved.
The information processing method according to an embodiment of the present application may further include: and responding to the fact that the online client does not work or other abnormal operations, establishing communication connection and displaying the first incoming call number. The first incoming call number and the second incoming call number which is established with the communication connection of the online client and displayed are the same fixed number.
In one example, as shown in fig. 5, in the case that the online client is not in attendance or has abnormal operation, the web server can contact the corresponding online client and the related people in the same classroom through telephone. Specifically, when the online client side is operated abnormally, after the web server side obtains the relevant information to be processed, the web server side clicks a telephone icon to select an object to be communicated, the communication object can be one person or multiple persons, for example, the communication object can be communicated with students who are not on duty, or can be communicated with students who are not on duty and teachers of their class owners together, and a telephone communication connection is established through a telephone callback center, at the moment, a monitoring person mobile phone or a telephone at the web server side can receive a telephone called by the system and display a first incoming call number; after the monitoring personnel put through the call, the mobile phone or the fixed telephone reserved by the object to be communicated receives the call again, the call is the call which establishes connection with the monitoring personnel based on the voice request and is displayed as a second incoming call number, wherein the first incoming call number and the second incoming call number are displayed as the same telephone number. The method can avoid the monitoring personnel from contacting with the user by using the personal telephone of the monitoring personnel, ensures the privacy of both parties, simultaneously contacts uniformly through the telephone callback center, and is convenient for counting the related cost generated by the call.
In an example, in a case where the client is not on duty, the monitoring personnel at the web service end may also establish a connection with the client which is not on duty in the above manner. Specifically, when a person is not in the classroom, red highlighting is displayed on a monitoring page displayed by the web server to prompt that the person is not in the classroom, when a mouse is hovered at a position corresponding to a teacher virtual character, a teaching assistant virtual character, a student virtual character and an auditor virtual character in the page, whether the person is on duty or not and whether the person is in the classroom currently can be checked, and whether communication contact with the person needs to be established through a telephone or not is judged based on the fact. By means of a telephone call back, teachers or students who are not on attendance can be contacted.
It should be noted that, although the above is described by taking a teacher or a student as an example, those skilled in the art will understand that the present application should not be limited thereto. In fact, the user can flexibly set the role of using the online education platform according to personal preference and/or practical application scene.
Fig. 6 shows a block diagram of the structure of the information processing apparatus 100 according to an embodiment of the present invention. As shown in fig. 6, the apparatus may include:
the monitoring module 110 is configured to monitor an operating condition of the online client;
an obtaining module 120, configured to obtain information to be processed related to an abnormal operation when the abnormal operation occurs in the running condition;
the query module 130 is configured to query, according to the to-be-processed information, a processing policy corresponding to the to-be-processed information and used for eliminating an abnormal operation fault in a database;
the solving module 140 is configured to start the first application of web page login in response to that the processing policy is not queried in the database or that feedback information of the abnormal operation is received after the processing policy is sent to the online client, and enter a virtual classroom corresponding to the online client to perform troubleshooting of the abnormal operation.
The monitoring module further comprises: and acquiring the picture information in the information to be processed from the cloud server.
In the monitoring module, the picture information in the monitoring module includes a screenshot generated when the abnormal operation occurs at the online client.
The monitoring module further comprises: acquiring a storage address of the screenshot in the cloud server and basic information of the corresponding online client of the screenshot from the online client;
obtaining abnormal operation faults requiring to be eliminated according to the screenshot;
and determining the online client to which the processing strategy is to be sent according to the basic information of the online client.
Fig. 7 shows a block diagram of the structure of the information processing apparatus 100 according to an embodiment of the present invention. As shown in fig. 7, the apparatus may further include:
the first communication module 150 is configured to start a super customer service mode when abnormal operation occurs in the operation condition, establish a first communication connection link with the online client, and send text and/or voice information to the online client based on the first communication connection link.
And the second communication module 160 is configured to, when the operation condition is abnormal, start to wake up the online client to enter a classroom mode with the participant identity, establish a second communication connection link with the online client, and send wake-up information to the online client based on the second communication connection link.
The phone call-back module 170 is used for responding to the fact that the online client does not work or perform other abnormal operations, establishing communication connection and displaying a first incoming call number;
and the first incoming call number and the second incoming call number which is established and displayed by the online client terminal in the same classroom and in different identity types are the same fixed number based on the voice request.
The functions of each module in each apparatus in the embodiments of the present invention may refer to the corresponding description in the above method, and are not described herein again.
Fig. 8 shows a block diagram of the structure of an information processing apparatus according to an embodiment of the present invention. As shown in fig. 8, the information processing apparatus includes: a memory 810 and a processor 820, the memory 810 having stored therein computer programs operable on the processor 820. The processor 820 realizes the information processing method in the above-described embodiment when executing the computer program. The number of the memory 810 and the processor 820 may be one or more.
The information processing apparatus further includes:
and a communication interface 830, configured to communicate with an external device, and perform data interactive transmission.
If the memory 810, the processor 820 and the communication interface 830 are implemented independently, the memory 810, the processor 820 and the communication interface 830 may be connected to each other through a bus and perform communication with each other. The bus may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, an Extended ISA (EISA) bus, or the like. The bus may be divided into an address bus, a data bus, a control bus, etc. For ease of illustration, only one thick line is shown in FIG. 8, but this is not intended to represent only one bus or type of bus.
Optionally, in an implementation, if the memory 810, the processor 820 and the communication interface 830 are integrated on a chip, the memory 810, the processor 820 and the communication interface 830 may complete communication with each other through an internal interface.
Embodiments of the present invention provide a computer-readable storage medium, which stores a computer program, and when the program is executed by a processor, the computer program implements the method provided in the embodiments of the present application.
The embodiment of the present application further provides a chip, where the chip includes a processor, and is configured to call and execute the instruction stored in the memory from the memory, so that the communication device in which the chip is installed executes the method provided in the embodiment of the present application.
An embodiment of the present application further provides a chip, including: the system comprises an input interface, an output interface, a processor and a memory, wherein the input interface, the output interface, the processor and the memory are connected through an internal connection path, the processor is used for executing codes in the memory, and when the codes are executed, the processor is used for executing the method provided by the embodiment of the application.
It should be understood that the processor may be a Central Processing Unit (CPU), other general purpose processor, a Digital Signal Processor (DSP), an Application Specific Integrated Circuit (ASIC), a Field Programmable Gate Array (FPGA) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, etc. A general purpose processor may be a microprocessor or any conventional processor or the like. It is noted that the processor may be an advanced reduced instruction set machine (ARM) architecture supported processor.
Further, optionally, the memory may include a read-only memory and a random access memory, and may further include a nonvolatile random access memory. The memory may be either volatile memory or nonvolatile memory, or may include both volatile and nonvolatile memory. The non-volatile memory may include a read-only memory (ROM), a Programmable ROM (PROM), an Erasable PROM (EPROM), an electrically Erasable EPROM (EEPROM), or a flash memory. Volatile memory can include Random Access Memory (RAM), which acts as external cache memory. By way of example, and not limitation, many forms of RAM are available. For example, Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), Synchronous Dynamic Random Access Memory (SDRAM), double data rate synchronous SDRAM (DDR SDRAM), Enhanced SDRAM (ESDRAM), synchlink DRAM (SLDRAM), and direct memory bus RAM (DR RAM).
In the above embodiments, the implementation may be wholly or partially realized by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. The procedures or functions according to the present application are generated in whole or in part when the computer program instructions are loaded and executed on a computer. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored in a computer-readable storage medium or transmitted from one computer-readable storage medium to another computer-readable storage medium.
In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the application. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.
Furthermore, the terms "first", "second" and "first" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature. In the description of the present application, "a plurality" means two or more unless specifically limited otherwise.
Any process or method descriptions in flow charts or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process. And the scope of the preferred embodiments of the present application includes other implementations in which functions may be performed out of the order shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved.
The logic and/or steps represented in the flowcharts or otherwise described herein, e.g., an ordered listing of executable instructions that can be considered to implement logical functions, can be embodied in any computer-readable medium for use by or in connection with an instruction execution system, apparatus, or device, such as a computer-based system, processor-containing system, or other system that can fetch the instructions from the instruction execution system, apparatus, or device and execute the instructions.
It should be understood that portions of the present application may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. All or part of the steps of the method of the above embodiments may be implemented by hardware that is configured to be instructed to perform the relevant steps by a program, which may be stored in a computer-readable storage medium, and which, when executed, includes one or a combination of the steps of the method embodiments.
In addition, functional units in the embodiments of the present application may be integrated into one processing module, or each unit may exist alone physically, or two or more units are integrated into one module. The integrated module can be realized in a hardware mode, and can also be realized in a software functional module mode. The integrated module may also be stored in a computer-readable storage medium if it is implemented in the form of a software functional module and sold or used as a separate product. The storage medium may be a read-only memory, a magnetic or optical disk, or the like.
The above description is only for the specific embodiments of the present application, but the scope of the present application is not limited thereto, and any person skilled in the art can easily conceive various changes or substitutions within the technical scope of the present application, and these should be covered by the scope of the present application. Therefore, the protection scope of the present application shall be subject to the protection scope of the claims.
Claims (14)
1. An information processing method, characterized in that the method comprises:
monitoring the running condition of an online client;
acquiring information to be processed related to abnormal operation under the condition that the abnormal operation occurs in the running condition;
according to the information to be processed, a processing strategy which corresponds to the information to be processed and is used for eliminating abnormal operation faults is inquired in a database;
and in response to the fact that the processing strategy is not inquired in the database or the processing strategy is sent to the online client and then feedback information of abnormal operation is received, starting a first application of web login, and entering a virtual classroom corresponding to the online client to carry out troubleshooting processing on the abnormal operation.
2. The method according to claim 1, wherein, in the case that an abnormal operation occurs in the running condition, acquiring information to be processed related to the abnormal operation comprises:
and acquiring picture information in the information to be processed from a cloud server.
3. The method according to claim 2, wherein the picture information comprises a screenshot generated by the online client in the case of the abnormal operation;
the method further comprises the following steps:
acquiring a storage address of the screenshot in the cloud server and basic information of the corresponding online client of the screenshot from the online client;
obtaining abnormal operation faults requiring to be eliminated according to the screenshot;
and determining the online client to which the processing strategy is to be sent according to the basic information of the online client.
4. The method according to any one of claims 1-3, further comprising:
and starting a super customer service mode under the condition that abnormal operation occurs in the running condition, establishing a first communication connection link between the super customer service mode and the online client, and sending text and/or voice information to the online client based on the first communication connection link.
5. The method according to any one of claims 1-3, further comprising:
and awakening the local client to enter a classroom mode by the identity of a participant under the condition that the abnormal operation occurs in the running condition, establishing a second communication connection link between the local client and the online client, and sending awakening information to the online client based on the second communication connection link.
6. The method according to any one of claims 1-3, further comprising:
responding to the situation that the online client does not work or perform other abnormal operations, establishing communication connection and displaying a first incoming call number;
and the first incoming call number and a second incoming call number which is in the same classroom and different identity types and is established communication connection with the online client based on the voice request and displayed are the same fixed number.
7. An information processing apparatus comprising:
the monitoring module is used for monitoring the running condition of the online client;
the acquisition module is used for acquiring to-be-processed information related to the abnormal operation under the condition that the abnormal operation occurs in the running condition;
the query module is used for querying a processing strategy corresponding to the information to be processed and used for eliminating abnormal operation faults in a database according to the information to be processed;
and the solution module is used for responding to the situation that the processing strategy is not inquired in the database or receiving feedback information of abnormal operation after the processing strategy is sent to the online client, starting a first application of web page login, and entering a virtual classroom corresponding to the online client to carry out troubleshooting processing of the abnormal operation.
8. The apparatus of claim 7, wherein the monitoring module further comprises: and acquiring picture information in the information to be processed from a cloud server.
9. The apparatus according to claim 8, wherein the picture information in the monitoring module comprises a screenshot generated by the online client in case of the abnormal operation;
the monitoring module further comprises: acquiring a storage address of the screenshot in the cloud server and basic information of the corresponding online client of the screenshot from the online client;
obtaining abnormal operation faults requiring to be eliminated according to the screenshot;
and determining the online client to which the processing strategy is to be sent according to the basic information of the online client.
10. The apparatus of any one of claims 7-9, further comprising:
and the first communication module is used for starting a super customer service mode under the condition that abnormal operation occurs in the running condition, establishing a first communication connection link between the super customer service mode and the online client, and sending text and/or voice information to the online client based on the first communication connection link.
11. The apparatus of any one of claims 7-9, further comprising:
and the second communication module is used for awakening the local client to enter a classroom mode by the identity of a participant under the condition that the abnormal operation occurs in the running condition, establishing a second communication connection link with the online client, and sending awakening information to the online client based on the second communication connection link.
12. The apparatus of any one of claims 7-9, further comprising:
the telephone callback module is used for responding to the situation that the online client does not work or other abnormal operations, establishing communication connection and displaying a first incoming call number;
and the first incoming call number and a second incoming call number which is in the same classroom and different in identity type and is displayed by establishing communication connection based on the voice request are the same fixed numbers.
13. An information processing apparatus characterized by comprising: a processor and a memory, the memory having stored therein instructions that are loaded and executed by the processor to implement the method of any of claims 1 to 6.
14. A computer-readable storage medium, in which a computer program is stored which, when being executed by a processor, carries out the method according to any one of claims 1 to 6.
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| CN202011304551.9A CN112286711A (en) | 2020-11-19 | 2020-11-19 | Information processing method and device, electronic equipment and storage device |
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| CN202011304551.9A CN112286711A (en) | 2020-11-19 | 2020-11-19 | Information processing method and device, electronic equipment and storage device |
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