CN113572904B - Phone bill transfer method and device of attendant console, electronic equipment and storage medium - Google Patents

Phone bill transfer method and device of attendant console, electronic equipment and storage medium Download PDF

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Publication number
CN113572904B
CN113572904B CN202110811690.9A CN202110811690A CN113572904B CN 113572904 B CN113572904 B CN 113572904B CN 202110811690 A CN202110811690 A CN 202110811690A CN 113572904 B CN113572904 B CN 113572904B
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China
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ticket
calling
called
attendant
attendant console
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CN113572904A (en
Inventor
宋保军
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Beijing Jiaxun Feihong Electrical Co Ltd
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Beijing Jiaxun Feihong Electrical Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Abstract

The embodiment of the invention discloses a call ticket transmission method and device of an attendant console, electronic equipment and a storage medium. Wherein the method comprises the following steps: acquiring voice information sent by an operator of an initial attendant console in a calling direction, and acquiring identity information of the calling party and a called party according to the voice information; generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket form; and responding to a call transferring instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console. By automatically generating the calling ticket and the called ticket, the manual recording of the user information by telephone operators is reduced, errors are avoided, manpower and time are saved, and the ticket transmission efficiency and precision are improved.

Description

Phone bill transfer method and device of attendant console, electronic equipment and storage medium
Technical Field
The embodiment of the invention relates to a communication technology, in particular to a call ticket transmission method, a call ticket transmission device, electronic equipment and a storage medium of an attendant console.
Background
When a calling party calls to a called party through a manual telephone traffic system, the calling party can communicate with the called party through a plurality of call transfer seats. For example, the calling party is located in the city A, the called party is located in the city B, the calling party needs to transfer the call to the city B attendant console through the city A attendant console, then the call is transferred to the city B attendant console, and finally the city B attendant console contacts the called party.
In order to ensure the correctness of the operator to connect the users and the traceability of the service processing, the existing manual telephone traffic system needs to transmit the telephone bill between the telephone traffic stations, and the operator carries out the mouth delivery and manual recording. Because the telephone operator needs to check word by word, the recording speed of the telephone bill is slow, the connection speed of the manual telephone is affected, and the requirements for pronunciation, listening, sound distinguishing and text input of the telephone operator are higher. And in the process of transferring the call, the typewriting error exists, so that the filling error of the calling ticket and the called ticket is caused, the efficiency and the precision of the call ticket transfer are affected, and the call efficiency is further affected.
Disclosure of Invention
The embodiment of the invention provides a call ticket transmission method, a call ticket transmission device, electronic equipment and a storage medium for an attendant console so as to improve the efficiency and the precision of call ticket transmission through the attendant console.
In a first aspect, an embodiment of the present invention provides a ticket delivery method for an attendant console, where the method includes:
acquiring voice information sent by an operator of an initial attendant console in a calling direction, and acquiring identity information of the calling party and a called party according to the voice information;
generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
and responding to a call transferring instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console.
In a second aspect, an embodiment of the present invention further provides a ticket forwarding device of an attendant console, where the device includes:
the identity information determining module is used for acquiring voice information sent by an operator of an initial attendant console of a calling party and obtaining identity information of the calling party and a called party according to the voice information;
the call ticket generation module is used for generating a calling call ticket and a called call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
and the call ticket transmission module is used for responding to a call transfer instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transmitting the calling call ticket and the called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transmission of the attendant console.
In a third aspect, an embodiment of the present invention further provides an electronic device, including a memory, a processor, and a computer program stored in the memory and capable of running on the processor, where the processor implements a ticket delivery method of an attendant console according to any embodiment of the present invention when the processor executes the program.
In a fourth aspect, embodiments of the present invention also provide a storage medium containing computer-executable instructions, which when executed by a computer processor, are configured to perform a ticket delivery method of an attendant according to any of the embodiments of the present invention.
According to the embodiment of the invention, the calling party initiates a call to the initial attendant console, and the information of the called party is informed to the attendant of the initial attendant console. And identifying identity information of the calling party and the called party through voice information sent by the calling party. And automatically filling the identity information of the calling party and the called party into a blank ticket form to generate a calling ticket and a called ticket. The initial telephone console transmits the calling and called telephone bill, so that the calling and called telephone bill is automatically transmitted to the next telephone console, and the problem that an operator needs to manually fill in and dictate the telephone bill in the prior art is solved. The method saves manpower and time, avoids ticket information errors, improves ticket transmission efficiency and precision based on an attendant console, and further improves conversation efficiency.
Drawings
Fig. 1 is a schematic flow chart of a ticket delivery method of an attendant console according to a first embodiment of the present invention;
fig. 2 is a flow chart of a ticket transferring method of an attendant console in a second embodiment of the present invention;
FIG. 3 is a block diagram of a ticket transfer apparatus of an attendant console in accordance with a third embodiment of the present invention;
fig. 4 is a schematic structural diagram of a ticket forwarding device of an attendant console in a fourth embodiment of the present invention.
Detailed Description
The invention is described in further detail below with reference to the drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the invention and are not limiting thereof. It should be further noted that, for convenience of description, only some, but not all of the structures related to the present invention are shown in the drawings.
Example 1
Fig. 1 is a schematic flow chart of a ticket transferring method based on an attendant console according to an embodiment of the present invention, where the embodiment is applicable to a situation of talking through a manual attendant console, and the method may be performed by a ticket transferring device of the attendant console. As shown in fig. 1, the method specifically includes the following steps:
step 110, obtaining the voice information sent by the operator of the initial attendant console of the calling party, and obtaining the identity information of the calling party and the called party according to the voice information.
When calling party calls called party through manual telephone traffic system, calling party connects telephone traffic station in area of itself, and telephone traffic station in direct communication with calling party is initial telephone traffic station. Each attendant can be provided with an operator in voice communication with the user. The calling party communicates with the operator of the initial attendant console and informs the operator of the call demand. That is, the caller sends a voice message to the operator informing the call demand in the form of voice message. The voice information may include related information of the called party, for example, the name of the called party, the area where the called party is located, the company of the called party, etc. The system receives the voice information sent by the user, automatically identifies the voice information and determines the identity information of the calling party and the identity information of the called party. The identity information may include a user name, a user location unit, a user position, etc., the user being a calling party or a called party. For example, if the voice information sent by the calling party includes the name of the calling party and the name of the called party, the name information of the calling party and the name information of the called party can be extracted from the voice information by a voice recognition technology.
In this embodiment, optionally, according to the voice information, identity information of the calling party and the called party is obtained, and the method further includes: determining identity information of the calling party according to the sound characteristics of the calling party and a preset sound characteristic library; and identifying the voice content of the calling party according to a preset voice identification algorithm, and determining the identity information of the called party.
Specifically, the system acquires the voice information of the calling party, extracts the sound characteristics of the calling party, for example, can extract the characteristics of audio frequency, amplitude and the like. The voice characteristics of different users are stored in advance, the voice characteristics of the users and the user identity information are stored in a correlated mode, and a voice characteristic library is built. After the sound characteristics of the calling party are obtained, the user identity information corresponding to the sound characteristics of the calling party can be searched from the sound characteristics library and used as the identity information of the calling party.
After the voice information of the calling party is received, the voice information can be identified according to a preset voice identification algorithm, so that the voice content of the calling party is obtained. For example, the method of Gaussian mixture model, hidden Markov model, artificial neural network and deep neural network can be used for speech recognition. The voice content includes identity information of the called party, for example, if the voice information sent by the calling party is "I want to call the king of A unit", then the identity information of the called party can be determined to be A unit and king through voice recognition. The beneficial effects of setting up like this lie in, through extraction and the speech recognition of sound characteristic, can obtain caller's and called party's identity information automatically, avoid the operator to only rely on the manual hearing caller's pronunciation, cause the information to listen wrong condition to take place, improve conversation efficiency and precision.
In this embodiment, optionally, determining the identity information of the calling party according to the sound feature of the calling party and a preset sound feature library includes: and determining the identity information of the calling party according to the voiceprint characteristics of the calling party and the association relation between the prestored identity and the voiceprint.
Specifically, the voice features may include voiceprint features, which may be different for different users, and the users may be distinguished according to the voiceprint features. The association relationship between the user identity and the voiceprint is stored in advance, for example, the user name, the unit in which the user is located, the user position and the voiceprint feature of the user can be associated. The association relationship between users in different areas and voiceprint features can be stored. When a calling party needs to make a call to a called party, a calling requirement is firstly set up to an attendant console in a local area, and the calling party sets up the calling requirement by sending out voice information, for example, the calling party speaks the position or name of the called party. The attendant console in the calling party area is the initial attendant console. After calling party speaks call requirement to operator of initial attendant console, system determines area where initial attendant console is located, and invokes association relation between identity and voiceprint in area. The identity information of the calling party is searched by identifying the voiceprint characteristics of the calling party. The beneficial effects of setting up like this lie in, can confirm the caller's identity through voiceprint characteristic directly, do not need caller self-introduction, also avoid the caller to introduce by oneself when, the operator does not hear, or because of problems such as accent, cognition mistake to caller's identity, improve the determination precision of caller's identity, reduce operator's operation, practice thrift manpower and time.
And 120, generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket table.
The system stores a blank ticket form in advance, and the field names of the ticket form can be calling party names, calling party positions, attendant codes and the like. And calling a preset ticket form, and identifying the names of all fields to be filled in the ticket form. And determining field contents under the field names to be filled in according to the identity information of the calling party and the called party, filling the identity information of the calling party and the called party under the corresponding fields in the ticket form, and generating the calling ticket and the called ticket. For example, table 1 is a blank ticket table.
TABLE 1 ticket form
According to the identity information of the calling party and the called party, the name of the calling party, the job of the calling party unit, the name of the called party and the job of the called party unit in the table 1 can be automatically filled, and the registration time can be filled according to the calling time of the calling party. If the calling party has other requirements, the call can be automatically filled in the remark column according to the voice recognition, and the operator of the initial attendant console can also manually fill in. After the ticket form is filled in, the calling ticket and the called ticket are obtained, and the operator can repeat the filling content to confirm the information to the calling party, so that the information filling error is avoided.
And 130, responding to a call transferring instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console.
After obtaining the calling and called telephone bill, the operator of the initial telephone station can determine the next telephone station for transferring telephone according to the identity information of the called party. The operator of the initial attendant console sends a call transferring instruction to the next attendant console, the system responds to the call transferring instruction to determine the next attendant console of the initial attendant console, and the calling and called call ticket of the initial attendant console is transferred to the next attendant console, so that the transfer of the calling and called call ticket is realized. The method solves the problem that the telephone operators can only dictate the call ticket transmission, and improves the efficiency and the precision of the call ticket transmission. After receiving the calling and called telephone bill, the operator of the next telephone attendant can determine the next telephone attendant according to the identity information of the called party in the calling and called telephone bill, so that the calling and called telephone bill is transmitted one by one to the telephone attendant until the calling and called telephone bill is transmitted to the target telephone attendant capable of directly calling the called party. And the operator of the target attendant console searches the contact way of the called party according to the identity information of the called party, calls the called party, and realizes the communication between the calling party and the called party. After calling the called party, the operator of the target attendant console can determine that the called party calls correctly to the identity information of the called Fang Fushu party, then the called party is connected with the calling party, and the conversation efficiency and the conversation precision are improved.
According to the technical scheme of the embodiment, a call is initiated to an initial attendant console through a calling party, and information of a called party is informed to an attendant of the initial attendant console. And identifying identity information of the calling party and the called party through voice information sent by the calling party. And automatically filling the identity information of the calling party and the called party into a blank ticket form to generate a calling ticket and a called ticket. The initial telephone console transmits the calling and called telephone bill, so that the calling and called telephone bill is automatically transmitted to the next telephone console, and the problem that an operator needs to manually fill in and dictate the telephone bill in the prior art is solved. The method saves manpower and time, avoids ticket information errors, improves ticket transmission efficiency and precision based on an attendant console, and further improves conversation efficiency.
Example two
Fig. 2 is a schematic flow chart of a ticket transferring method of an attendant console according to a second embodiment of the present invention, where the method is further optimized based on the foregoing embodiment, and the method may be performed by a ticket transferring device of the attendant console. As shown in fig. 2, the method specifically includes the following steps:
step 210, obtaining the voice information sent by the operator of the initial attendant console in the calling direction, and obtaining the identity information of the calling party and the called party according to the voice information.
Step 220, generating a calling and called ticket according to the identity information of the calling party and the called party and the preset ticket table.
And 230, responding to the information confirmation instruction of the operator of the initial telephone traffic station, and filling the acceptance information of the initial telephone traffic station into the calling and called telephone bill to obtain the initial calling and called telephone bill.
After the system generates the calling and called telephone bill, the calling and called telephone bill is displayed, and the operator of the initial telephone attendant can check the calling and called telephone bill to confirm whether the identity information of the calling party and the called party filled in the calling and called telephone bill is consistent with the voice information heard by the operator. If the information is consistent, an operator of the initial attendant console can send out an information confirmation instruction. The system responds to the information confirmation instruction, determines that the identity information of the calling party and the called party on the calling ticket and the called ticket is correct, and automatically fills the acceptance information of the initial attendant console into the calling ticket and the called ticket. The acceptance information of the attendant can include a seat agent of the attendant, an operator code, and the like. The calling and called ticket filled with the initial attendant console acceptance information is the initial calling and called ticket.
Step 240, in response to the call transfer instruction sent by the operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transmitting the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transmission of the attendant console.
After the operator of the initial telephone station sends out the call transferring instruction, the system determines the next telephone station of the initial telephone station in the call transferring instruction, and transmits the initial calling and called call ticket to the next telephone station of the initial telephone station, and the next telephone station of the initial telephone station continues to call the called party in the calling direction according to the initial calling and called call ticket.
In this embodiment, optionally, after determining the next attendant console of the initial attendant console in response to the call forwarding instruction sent by the attendant of the initial attendant console, the method further includes: if the next attendant responding to the initial attendant desk sends a called party call instruction, determining the next attendant desk of the initial attendant desk as a target attendant desk associated with a called party; filling the acceptance information of the target attendant console into the initial calling and called telephone bill, generating a target telephone bill and storing the target telephone bill so as to complete the telephone bill transfer process.
Specifically, after the initial calling and called call ticket is transferred to the next attendant console of the initial attendant console, the operator of the next attendant console of the initial attendant console can determine whether the call party can be directly contacted according to the identity information of the called party. For example, the initial calling/called ticket includes identity information such as a unit in which the called party is located and a position, and if the next attendant console of the initial attendant console can query the personnel contact manner of the position in the unit in which the called party is located, the attendant of the next attendant console of the initial attendant console can directly contact the called party. If the called party can be directly contacted, the next attendant console of the initial attendant console is the target attendant console. The target attendant console is an attendant console associated with the called party, and the association with the called party refers to the contact information of the called party. The operator of the target attendant can send a called party call instruction to contact the called party. The system determines that the next attendant console of the initial attendant console is a target attendant console associated with the called party in response to a called party call instruction issued to the next attendant console of the initial attendant console. After the target telephone traffic console sends the called party call instruction, the acceptance information of the target telephone traffic console can be automatically filled in the initial calling and called telephone bill, and the target telephone bill is generated and stored. The target ticket includes the caller identity information, the callee identity information and the acceptance information of all the telephone consoles accepting the call. After the target attendant console is connected with the called party, the operator of the target attendant console can verbally send the identity information of the called party in the target ticket of the called Fang Chenshu to ensure that the called party is the call target of the calling party. When the calling party and the called party end the call, the call time record can also be stored in the target call ticket. The beneficial effects of setting up like this are that can realize the automatic transmission of calling and called ticket between each attendant console, reduce user's operation, avoid the information to fill in wrong or omission, improve ticket transmission efficiency and precision.
In this embodiment, optionally, after the call ticket of the calling party and the call ticket of the called party are transferred to the next attendant console of the initial attendant console, the method further includes: if the next attendant responds to the initial attendant console and sends a call transferring instruction, taking the next attendant console of the initial attendant console as a middle attendant console, filling the acceptance information of the middle attendant console into an initial calling and called call ticket, and obtaining a first calling and called call ticket; according to a call transferring instruction sent by an operator of the intermediate attendant console, determining a next attendant console of the intermediate attendant console, and sending a first calling and called call ticket to the next attendant console of the intermediate attendant console; if the next attendant responding to the intermediate attendant desk sends a called party call instruction, determining the next attendant desk of the intermediate attendant desk as a target attendant desk associated with a called party; filling the acceptance information of the target attendant console into a first calling ticket and a first called ticket, generating a target ticket and storing the target ticket so as to complete a ticket transfer process.
Specifically, the operator of the next attendant console of the initial attendant console judges whether the attendant console of the next attendant console can inquire the contact way of the called party according to the initial calling and called telephone bill. If not, determining that the call ticket transmission is needed, wherein the next call ticket of the initial call ticket is an intermediate call ticket transmission process. And the operator of the intermediate attendant console determines the next attendant console of the intermediate attendant console according to the identity information of the called party in the initial calling and called party list, and sends a call transfer instruction to the next attendant console of the intermediate attendant console. The system responds to the call transfer instruction of the intermediate attendant console, namely, responds to the call transfer instruction of the next attendant console of the initial attendant console, and determines that the next attendant console of the initial attendant console is the intermediate attendant console. And automatically filling the acceptance information of the intermediate attendant console into the initial calling and called telephone bill to obtain a first calling and called telephone bill. When the operator of the intermediate attendant console sends out a call transfer instruction, the next attendant console of the intermediate attendant console can be designated. The system transmits the first calling and called call ticket to the next attendant console of the intermediate attendant console, and the next attendant console of the intermediate attendant console determines whether the call transfer is needed. If the next attendant of the intermediate attendant can contact the called party, the call transfer between the attendant is not needed, and the next attendant of the intermediate attendant can send a call instruction of the called party to the called party. The system responds to the called party calling instruction sent by the next attendant console of the intermediate attendant console, and determines the next attendant console of the intermediate attendant console as a target attendant console. After determining that the target attendant console sends a called party call instruction, automatically filling the acceptance information of the target attendant console in a first calling and called ticket to generate a target ticket. And after the call between the calling party and the called party is ended, the call time is filled in the target call ticket. The beneficial effects of setting up like this lie in, when the next attendant console of initial attendant console can not contact the called party, can continue to transmit the calling and called ticket to record the acceptance information of middle attendant console, realize the complete record to the conversion process, reduce operator's operation, practice thrift manpower and time, improve the precision and the efficiency of ticket transmission, and the efficiency of conversation.
If the next attendant console of the intermediate attendant console can not reach the called party, the next attendant console of the intermediate attendant console also needs to send a call transfer instruction, and the intermediate attendant console is determined to be the first intermediate attendant console, and the next attendant console of the intermediate attendant console is determined to be the second intermediate attendant console. Every time a call is transferred, the acceptance information of the current attendant console is recorded until the attendant console can be directly contacted with the called party.
In this embodiment, optionally, the step of transmitting the calling ticket and the called ticket to the next attendant console of the initial attendant console includes: encrypting field contents under a preset field in the calling ticket and the called ticket according to a preset encryption algorithm to obtain an encrypted ticket; the encrypted ticket is transferred to the next attendant console of the initial attendant console.
Specifically, in the process of transmitting the calling and called call ticket, part of the contents in the calling and called call ticket can be encrypted according to a preset encryption algorithm, so that the identity information of the calling party or the called party is prevented from being revealed in the transmission process. The relevant field content of the identity information of the calling party and the called party can be encrypted, and after the telephone traffic console receives the calling and called telephone bill, the encrypted content can be decrypted according to a preset decryption algorithm, so that whether to continue to transfer the telephone call is determined according to the identity information of the called party. The method can encrypt the identity information of the calling party when the initial call ticket is transmitted by the initial call console, and the first intermediate call console, the second intermediate call console and other intermediate call consoles can not check the identity information of the calling party in the received call ticket or decrypt the identity information of the calling party, and only the identity information of the called party is required to be known. After the calling and called call ticket is transferred to the last attendant console, the attendant of the attendant console determines the current attendant console as the target attendant console, and can apply for decrypting the identity information of the calling party, thereby facilitating the information check with the called party. That is, only the first and last telephone traffic stations can see the complete calling and called telephone bill, and the middle telephone traffic station can only acquire partial information in the calling and called telephone bill. The beneficial effect of setting up like this lies in, guarantees the security of calling party ticket in transmission in-process information, avoids information disclosure, protects user privacy.
According to the embodiment of the invention, the calling party initiates a call to the initial attendant console, and the information of the called party is informed to the attendant of the initial attendant console. And identifying identity information of the calling party and the called party through voice information sent by the calling party. And automatically filling the identity information of the calling party and the called party into a blank ticket form to generate a calling ticket and a called ticket. And records the acceptance information of the attendant console in the calling and called telephone bill, which is beneficial to determining the call transfer process. The initial telephone console transmits the calling and called telephone bill, so that the calling and called telephone bill is automatically transmitted to the next telephone console, and the problem that an operator needs to manually fill in and dictate the telephone bill in the prior art is solved. The method saves manpower and time, avoids ticket information errors, improves ticket transmission efficiency and precision based on an attendant console, and further improves conversation efficiency.
Example III
Fig. 3 is a block diagram of a ticket transferring device of an attendant console according to a third embodiment of the present invention, which can execute the ticket transferring method of an attendant console according to any embodiment of the present invention, and has functional modules and beneficial effects corresponding to the executing method. As shown in fig. 3, the apparatus specifically includes:
the identity information determining module 301 is configured to obtain voice information sent by an operator of an initial attendant console in a calling direction, and obtain identity information of the calling party and the called party according to the voice information;
a ticket generating module 302, configured to generate a calling ticket and a called ticket according to the identity information of the calling party and the called party and a preset ticket table;
and the call ticket transmission module 303 is configured to determine a next attendant console of the initial attendant console in response to a call transfer instruction sent by an attendant of the initial attendant console, and transmit the calling call ticket and the called call ticket to the next attendant console of the initial attendant console, so as to realize call ticket transmission of the attendant console.
Optionally, the identity information determining module 301 includes:
a calling party information determining unit, configured to determine identity information of the calling party according to the sound feature of the calling party and a preset sound feature library;
and the called party information determining unit is used for identifying the voice content of the calling party according to a preset voice identification algorithm and determining the identity information of the called party.
Optionally, the calling party information determining unit is specifically configured to:
and determining the identity information of the calling party according to the voiceprint characteristics of the calling party and the association relation between the prestored identity and the voiceprint.
Optionally, the apparatus further comprises:
and the initial ticket obtaining module is used for responding to the information confirmation instruction of the operator of the initial attendant console after the calling ticket is generated according to the identity information of the calling party and the called party and the preset ticket form, filling the acceptance information of the initial attendant console into the calling ticket and the called ticket, and obtaining the initial calling ticket and the called ticket.
Optionally, the apparatus further comprises:
the target attendant console determining module is used for determining the next attendant console of the initial attendant console after responding to a call transferring instruction sent by an attendant of the initial attendant console and transmitting the calling and called call ticket to the next attendant console of the initial attendant console, and determining the next attendant console of the initial attendant console as a target attendant console associated with a called party if the call instruction of the called party is sent by the call transferring instruction of the called party;
and the target ticket generating module is used for filling the acceptance information of the target attendant console into the initial calling and called ticket, generating a target ticket and storing the target ticket so as to complete the ticket transmission process.
Optionally, the apparatus further comprises:
the first ticket obtaining module is used for after the calling and called ticket is transferred to the next attendant console of the initial attendant console, if a call transferring instruction is sent by a next attendant console operator responding to the initial attendant console, taking the next attendant console of the initial attendant console as a middle attendant console, and filling the acceptance information of the middle attendant console into the initial calling and called ticket to obtain a first calling and called ticket;
the next attendant console determining module is used for determining a next attendant console of the intermediate attendant console according to a call transferring instruction sent by an attendant of the intermediate attendant console, and sending the first calling and called call ticket to the next attendant console of the intermediate attendant console;
the target determining module is used for determining that the next attendant console of the intermediate attendant console is a target attendant console associated with a called party if a next attendant console operator responding to the intermediate attendant console sends a called party call instruction;
and the ticket transfer completion module is used for filling the acceptance information of the target attendant console into the first calling ticket and the first called ticket, generating a target ticket and storing the target ticket so as to complete the ticket transfer process.
Optionally, the ticket delivery module 303 is specifically configured to:
encrypting field contents under a preset field in the calling ticket and the called ticket according to a preset encryption algorithm to obtain an encrypted ticket;
and transmitting the encrypted call ticket to a next attendant console of the initial attendant console.
According to the embodiment of the invention, the calling party initiates a call to the initial attendant console, and the information of the called party is informed to the attendant of the initial attendant console. And identifying identity information of the calling party and the called party through voice information sent by the calling party. And automatically filling the identity information of the calling party and the called party into a blank ticket form to generate a calling ticket and a called ticket. The initial telephone console transmits the calling and called telephone bill, so that the calling and called telephone bill is automatically transmitted to the next telephone console, and the problem that an operator needs to manually fill in and dictate the telephone bill in the prior art is solved. The method saves manpower and time, avoids ticket information errors, improves ticket transmission efficiency and precision based on an attendant console, and further improves conversation efficiency.
Example IV
Fig. 4 is a schematic structural diagram of a ticket forwarding device of an attendant console according to a fourth embodiment of the present invention. The ticket delivery device of the attendant is an electronic device and fig. 4 shows a block diagram of an exemplary electronic device 400 suitable for use in implementing embodiments of the present invention. The electronic device 400 shown in fig. 4 is merely an example and should not be construed as limiting the functionality and scope of use of embodiments of the present invention.
As shown in fig. 4, the electronic device 400 is embodied in the form of a general purpose computing device. The components of electronic device 400 may include, but are not limited to: one or more processors or processing units 401, a system memory 402, a bus 403 that connects the various system components (including the system memory 402 and the processing units 401).
Bus 403 represents one or more of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, a processor, or a local bus using any of a variety of bus architectures. By way of example, and not limitation, such architectures include Industry Standard Architecture (ISA) bus, micro channel architecture (MAC) bus, enhanced ISA bus, video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus.
Electronic device 400 typically includes a variety of computer system readable media. Such media can be any available media that is accessible by electronic device 400 and includes both volatile and nonvolatile media, removable and non-removable media.
The system memory 402 may include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM) 404 and/or cache memory 405. Electronic device 400 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 406 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 4, commonly referred to as a "hard drive"). Although not shown in fig. 4, a magnetic disk drive for reading from and writing to a removable non-volatile magnetic disk (e.g., a "floppy disk"), and an optical disk drive for reading from or writing to a removable non-volatile optical disk (e.g., a CD-ROM, DVD-ROM, or other optical media) may be provided. In such cases, each drive may be coupled to bus 403 through one or more data medium interfaces. Memory 402 may include at least one program product having a set (e.g., at least one) of program modules configured to carry out the functions of embodiments of the invention.
A program/utility 408 having a set (at least one) of program modules 407 may be stored in, for example, memory 402, such program modules 407 including, but not limited to, an operating system, one or more application programs, other program modules, and program data, each or some combination of which may include an implementation of a network environment. Program modules 407 generally perform the functions and/or methods of the described embodiments of the invention.
The electronic device 400 may also communicate with one or more external devices 409 (e.g., keyboard, pointing device, display 410, etc.), with one or more devices that enable a user to interact with the electronic device 400, and/or with any device (e.g., network card, modem, etc.) that enables the electronic device 400 to communicate with one or more other computing devices. Such communication may occur through an input/output (I/O) interface 411. Also, electronic device 400 may communicate with one or more networks such as a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the Internet, through network adapter 412. As shown in fig. 4, the network adapter 412 communicates with other modules of the electronic device 400 over the bus 403. It should be appreciated that although not shown in fig. 4, other hardware and/or software modules may be used in connection with electronic device 400, including, but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, data backup storage systems, and the like.
The processing unit 401 executes various functional applications and data processing by running a program stored in the system memory 402, for example, to implement a call ticket delivery method of an attendant console provided in an embodiment of the present invention, including:
acquiring voice information sent by an operator of an initial attendant console in a calling direction, and acquiring identity information of the calling party and a called party according to the voice information;
generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
and responding to a call transferring instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console.
Example five
The fifth embodiment of the present invention further provides a storage medium containing computer executable instructions, where a computer program is stored, and when the program is executed by a processor, the method for delivering a ticket of an attendant console provided in the fifth embodiment of the present invention includes:
acquiring voice information sent by an operator of an initial attendant console in a calling direction, and acquiring identity information of the calling party and a called party according to the voice information;
generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
and responding to a call transferring instruction sent by an operator of the initial attendant console, determining the next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console.
The computer storage media of embodiments of the invention may take the form of any combination of one or more computer-readable media. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. The computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the computer-readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, either in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, smalltalk, C ++ and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider).
Note that the above is only a preferred embodiment of the present invention and the technical principle applied. It will be understood by those skilled in the art that the present invention is not limited to the particular embodiments described herein, but is capable of various obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the invention. Therefore, while the invention has been described in connection with the above embodiments, the invention is not limited to the embodiments, but may be embodied in many other equivalent forms without departing from the spirit or scope of the invention, which is set forth in the following claims.

Claims (9)

1. A method for delivering a ticket to an attendant console, comprising:
acquiring voice information sent by an operator of an initial attendant console in a calling direction, and acquiring identity information of the calling party and a called party according to the voice information;
generating a calling party and a called party call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
responding to a call transferring instruction sent by an operator of an initial attendant console, determining a next attendant console of the initial attendant console, and transferring the calling and called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transfer of the attendant console; after receiving the calling and called call ticket, the next attendant console of the initial attendant console determines the next attendant console according to the identity information of the called party in the calling and called call ticket, so that the calling and called call ticket is transmitted one by one to the target attendant console; the telephone operator of the target telephone attendant searches the contact way of the called party according to the identity information of the called party and calls the called party; after calling the called party, the telephone operator of the target attendant console sends identity information of the called party to the called Fang Fushu, and if the called party is determined to be correctly called, the called party is connected with the calling party;
wherein, transmit the call ticket of the caller and the callee to the next attendant console of the initial attendant console, include:
encrypting field contents under a preset field in the calling ticket and the called ticket according to a preset encryption algorithm to obtain an encrypted ticket;
transmitting the encrypted ticket to a next attendant console of the initial attendant console;
when the initial telephone traffic console transmits the encrypted call ticket, the intermediate telephone traffic console cannot decrypt the encrypted call ticket, and when the calling call ticket and the called call ticket are transmitted to the last telephone traffic console, the telephone traffic console operator can apply for decrypting the encrypted call ticket.
2. The method of claim 1, wherein obtaining identity information for the calling party and the called party based on the voice information, further comprises:
determining identity information of the calling party according to the sound characteristics of the calling party and a preset sound characteristic library;
and identifying the voice content of the calling party according to a preset voice identification algorithm, and determining the identity information of the called party.
3. The method of claim 2, wherein determining the identity information of the calling party based on the voice characteristics of the calling party and a preset voice characteristics library comprises:
and determining the identity information of the calling party according to the voiceprint characteristics of the calling party and the association relation between the prestored identity and the voiceprint.
4. The method of claim 1, further comprising, after generating the calling and called ticket based on the identity information of the calling party and the called party and the preset ticket table:
and responding to the information confirmation instruction of the operator of the initial telephone traffic console, filling the acceptance information of the initial telephone traffic console into the calling and called telephone bill to obtain the initial calling and called telephone bill.
5. The method of claim 4, wherein after determining a next attendant of an initial attendant in response to a call forwarding instruction issued by an attendant of the initial attendant, transferring the calling and called ticket to the next attendant of the initial attendant further comprises:
if the next attendant console operator responding to the initial attendant console sends a called party call instruction, determining the next attendant console of the initial attendant console as a target attendant console associated with a called party;
filling the acceptance information of the target attendant console into an initial calling and called ticket, generating a target ticket and storing the target ticket so as to complete the ticket transfer process.
6. The method of claim 5, further comprising, after delivering the calling and called ticket to a next one of the initial consoles:
if the next attendant console operator responding to the initial attendant console sends a call transferring instruction, taking the next attendant console of the initial attendant console as a middle attendant console, and filling the acceptance information of the middle attendant console into the initial calling and called call ticket to obtain a first calling and called call ticket;
determining a next attendant console of the intermediate attendant console according to a call transferring instruction sent by an attendant of the intermediate attendant console, and sending the first calling and called call ticket to the next attendant console of the intermediate attendant console;
if the next attendant responding to the intermediate attendant desk sends a called party call instruction, determining the next attendant desk of the intermediate attendant desk as a target attendant desk associated with a called party;
filling the acceptance information of the target attendant console into a first calling ticket and a first called ticket, generating a target ticket and storing the target ticket so as to complete a ticket transfer process.
7. A ticket delivery apparatus for an attendant console, comprising:
the identity information determining module is used for acquiring voice information sent by an operator of an initial attendant console of a calling party and obtaining identity information of the calling party and a called party according to the voice information;
the call ticket generation module is used for generating a calling call ticket and a called call ticket according to the identity information of the calling party and the called party and a preset call ticket form;
the call ticket transmission module is used for responding to a call transfer instruction sent by an operator of an initial attendant console, determining the next attendant console of the initial attendant console, and transmitting the calling call ticket and the called call ticket to the next attendant console of the initial attendant console so as to realize call ticket transmission of the attendant console; after receiving the calling and called call ticket, the next attendant console of the initial attendant console determines the next attendant console according to the identity information of the called party in the calling and called call ticket, so that the calling and called call ticket is transmitted one by one to the target attendant console; the telephone operator of the target telephone attendant searches the contact way of the called party according to the identity information of the called party and calls the called party; after calling the called party, the telephone operator of the target attendant console sends identity information of the called party to the called Fang Fushu, and if the called party is determined to be correctly called, the called party is connected with the calling party;
the ticket transfer module is specifically configured to:
encrypting field contents under a preset field in the calling ticket and the called ticket according to a preset encryption algorithm to obtain an encrypted ticket;
transmitting the encrypted ticket to a next attendant console of the initial attendant console;
when the initial telephone traffic console transmits the encrypted call ticket, the intermediate telephone traffic console cannot decrypt the encrypted call ticket, and when the calling call ticket and the called call ticket are transmitted to the last telephone traffic console, the telephone traffic console operator can apply for decrypting the encrypted call ticket.
8. An electronic device comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the processor implements the ticket delivery method of any of claims 1-6 when the program is executed by the processor.
9. A storage medium containing computer executable instructions which, when executed by a computer processor, are for performing the ticket delivery method of any of claims 1-6.
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Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101068280A (en) * 2007-06-21 2007-11-07 中兴通讯股份有限公司 Method and device for controlling call flow according to toll ticket
CN108418979A (en) * 2018-01-29 2018-08-17 北京佳讯飞鸿电气股份有限公司 A kind of follow-up call reminding method, device, computer equipment and storage medium

Patent Citations (2)

* Cited by examiner, † Cited by third party
Publication number Priority date Publication date Assignee Title
CN101068280A (en) * 2007-06-21 2007-11-07 中兴通讯股份有限公司 Method and device for controlling call flow according to toll ticket
CN108418979A (en) * 2018-01-29 2018-08-17 北京佳讯飞鸿电气股份有限公司 A kind of follow-up call reminding method, device, computer equipment and storage medium

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