CN114025044A - Control method and device of call center and electronic equipment - Google Patents
Control method and device of call center and electronic equipment Download PDFInfo
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Abstract
The application discloses a control method and device of a call center and electronic equipment, and the method comprises the following steps: acquiring detection information of a service link node aiming at the service link node in a current service link of a call center; performing corresponding fault early warning on the service link node according to the detection information; and controlling the current service link to be switched to the standby service link under the condition that the fault service link node exists in the call center. Therefore, when the current service link fails, the standby service link can be switched to, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved.
Description
Technical Field
The application belongs to the technical field of communication, and particularly relates to a control method and device for a call center and electronic equipment.
Background
The call center is an operation place which makes full use of modern communication technology and can automatically and flexibly process various incoming and outgoing telephone services and services.
In some scenarios, each of the subsidiaries and the head office of some companies are configured in a sub-area manner, and Internet Technology (IT) resources such as a machine room, a server, a network, and the like, and a call center, and the like, between the subsidiaries are relatively dispersed in a sub-area manner. When the service link of the call center fails, the service provided by the call center to the user is interrupted, and the user cannot be provided with the service continuously, which results in poor user experience.
Disclosure of Invention
The embodiment of the application aims to provide a control method and device for a call center and electronic equipment, and the problem that when a service link of the call center fails, service cannot be continuously provided for a user, and user experience is poor is solved.
In a first aspect, an embodiment of the present application provides a method for controlling a call center, where the method includes:
acquiring detection information of a service link node in a current service link of the call center; performing corresponding fault early warning on the service link node according to the detection information; and controlling the current service link to be switched to a standby service link under the condition that a fault service link node exists in the call center.
In a second aspect, an embodiment of the present application provides a control apparatus for a call center, where the apparatus includes:
a first obtaining module, configured to obtain, for a service link node in a current service link of the call center, probe information of the service link node; the early warning module is used for carrying out corresponding fault early warning on the service link node according to the detection information; and the control module is used for controlling the current service link to be switched to the standby service link under the condition that a fault service link node exists in the call center.
In a third aspect, embodiments of the present application provide an electronic device, which includes a processor, a memory, and a program or instructions stored on the memory and executable on the processor, where the program or instructions, when executed by the processor, implement the steps of the method according to the first aspect.
In a fourth aspect, embodiments of the present application provide a readable storage medium on which a program or instructions are stored, which when executed by a processor, implement the steps of the method according to the first aspect.
In a fifth aspect, embodiments of the present application provide a chip, where the chip includes a processor and a communication interface, where the communication interface is coupled to the processor, and the processor is configured to execute a program or instructions to implement the method according to the first aspect.
The technical scheme disclosed by the embodiment of the application comprises the following steps: acquiring detection information of a service link node in a current service link of the call center; performing corresponding fault early warning on the service link node according to the detection information; and controlling the current service link to be switched to a standby service link under the condition that a fault service link node exists in the call center. Therefore, according to the technical scheme disclosed by the embodiment of the application, when the current service link fails, the current service link can be switched to the standby service link, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved.
Drawings
Fig. 1 is a schematic structural diagram illustrating a control system of a call center according to an embodiment of the present application;
fig. 2 is a first flowchart illustrating a control method for a call center according to an embodiment of the present application;
fig. 3 is a second flowchart illustrating a control method for a call center according to an embodiment of the present application;
fig. 4 is a schematic diagram illustrating a module composition of a control device of a call center according to an embodiment of the present application;
fig. 5 shows a schematic structural diagram of an electronic device provided in an embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be described clearly below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are some, but not all, embodiments of the present application. All other embodiments that can be derived by one of ordinary skill in the art from the embodiments given herein are intended to be within the scope of the present disclosure.
The terms first, second and the like in the description and in the claims of the present application are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It will be appreciated that the data so used may be interchanged under appropriate circumstances such that embodiments of the application may be practiced in sequences other than those illustrated or described herein, and that the terms "first," "second," and the like are generally used herein in a generic sense and do not limit the number of terms, e.g., the first term can be one or more than one. In addition, "and/or" in the specification and claims means at least one of connected objects, a character "/" generally means that a preceding and succeeding related objects are in an "or" relationship.
In some scenarios, each of the subsidiaries and the head office of some companies are configured in a sub-area manner, and Internet Technology (IT) resources such as a machine room, a server, a network, and the like, and a call center, and the like, between the subsidiaries are relatively dispersed in a sub-area manner. Therefore, corresponding business resources are respectively set up in each subsidiary company, so that the resources are redundant and dispersed, and the utilization rate is low.
Further, when the IT resources are in fault, the service of the call center is interrupted, operation and maintenance personnel can only log in the servers of the call center through the bastion machine in the enterprise intranet to sequentially check and search fault reasons, and the mode is complicated, low in efficiency and long in time consumption, so that the user experience is low.
In order to solve the above problem, an embodiment of the present invention provides a control method for a call center, and the following describes in detail the control method for a call center provided in the embodiment of the present invention through a specific embodiment and an application scenario thereof with reference to the accompanying drawings.
Referring to fig. 1, fig. 1 is a control system of a call center according to an embodiment of the present disclosure, in which a user makes a call to the call center through a mobile terminal (e.g., a mobile phone), for example, the user dials a hotline to initiate a call to an operator, and for a voice prompt in the hotline, the user inputs corresponding information through a phone dialing key of the mobile terminal and triggers a corresponding service request instruction. The call center comprises an audio encoder, a database module, a voice exchange server, an Interactive Voice Response (IVR) server, an intelligent voice third-party interface, a Customer Relationship Management (CRM), an agent terminal, a central server and the like.
The audio encoder, the database module, the voice exchange server, the IVR server, the intelligent voice third-party interface, the CRM system, the agent terminal and the like can be used as nodes in a service link in the call center, a user dials a hotline phone to the call center through the mobile terminal, and the audio encoder converts an audio signal of the user from analog quantity to digital quantity.
The database module is used for storing various data, such as personal basic information data of users, service data of users, operation data of call centers, reports and the like.
The voice exchange server is the core of the call center, is responsible for providing functions of user management, identity authentication, voice data transmission, management control and the like, and is used for providing voice and control information exchange service for network telephone users.
The IVR server is mainly used for providing voice prompt for the user telephone visiting, guiding the user to select the server content and input data required by telephone affairs, and receiving the information input by the user at the telephone dialing key of the mobile terminal, thereby realizing the interactive access to information data such as the database module and the like.
The intelligent Speech third party interface includes a Text-To-Speech (TTS) interface, an Automatic Speech Recognition (ASR) interface, a query interface (CRS), and the like. The intelligent voice third-party interface and the CRM system can communicate through a hypertext Transfer Protocol (HTTP), and the communication request method can be GET, POST and the like.
The CRM system is a system which takes management of customer data as a core and establishes mobile phones, management, analysis and utilization of customer information. The CRM system can be accessed through the intelligent voice third-party interface, so that data in the CRM system can be accessed.
The central server is used for monitoring each service link node in the call center, and switching to the standby service link under the condition that the service link node has a fault, so that uninterrupted service is provided for customers, and the user experience is improved.
In addition, the central server is also used for acquiring the user incoming call information through the detection point; according to the incoming call information of the user, the intention of the user is judged in advance through a pre-established intention pre-judging model; and in the case that the fault node does not exist in the current service link, providing the service corresponding to the intention of the user for the user through the current service link. And switching to a standby service link under the condition that a fault node exists in the current service link, and providing the service corresponding to the intention for the user through the standby service link.
The agent terminals are used for providing corresponding services for users in different areas, a group of agent terminals can be set for each type of service according to the types of service requirements of the users, all subsidiaries do not need to set a machine room, a server, a call center and the like in all areas, the users in different areas can initiate calls to the same call center together, and the center server in the call center distributes the corresponding agent terminals to the users to provide the services for the service requirements of the users. Therefore, each subsidiary company does not need to set corresponding service resources respectively, the resource setting is centralized, the resource redundancy is avoided, and the resource utilization rate is improved.
A control method of a call center provided in the embodiments of the present application is described below with reference to the related drawings, and can be applied to the control system of the call center.
As shown in fig. 2, an execution subject of the method may be a server, where the server may be an independent server or a server cluster composed of a plurality of servers, and the server may be a server capable of performing the method for controlling the call center. The control method of the call center specifically comprises the following steps:
s201: and aiming at a service link node in a current service link of the call center, acquiring the detection information of the service link node.
Specifically, the current service link is a service link used by the call center at the current time, and a plurality of service link nodes exist in the current service link, such as the audio encoder, the database module, the voice exchange server, the IVR server, the intelligent voice third-party interface, the CRM system, the seat terminal and the like. For each service link node, real-time data can be generated in the operation process, a detection point is arranged at each service link node, and the data in each service link node is monitored in real time to obtain detection information.
The detection information includes, but is not limited to, network information, physical device information, service information, traffic information, and early warning information. The service information includes but is not limited to repeated incoming call information, work order non-transaction information, desperate renewal information, complaint information, etc., the network information includes but is not limited to network speed, routing information, network interface, etc., the physical device information includes information of an audio encoder, information of an IVR server, information of a voice exchange server, information of an intelligent voice third-party interface, etc., and the traffic information includes but is not limited to a timestamp, a source IP, a source port, a destination port, incoming and outgoing traffic, quality of service, etc.
S202: and carrying out corresponding fault early warning on the service link node according to the detection information.
Specifically, the detection information may be real-time information of each serving link node, and the detection information may be compared with respective corresponding standard thresholds, and when there is detection information exceeding the corresponding standard threshold, the corresponding serving link node is determined to be a failed serving link node, and a failure early warning is performed.
S203: and controlling the current service link to be switched to the standby service link under the condition that the fault service link node exists in the call center.
Specifically, when a failed serving link node exists in the current serving link, part of the functions in the current serving link cannot be used, and the corresponding service cannot be provided for the user. In order to continuously and uninterruptedly provide the required service for the user, the current service link can be controlled to be switched to the standby service link, and the standby service link replaces the original service link to continuously provide the service for the user.
In a possible implementation manner, the switching of the current service link to the standby service link may be performed by switching the failed service link node to the standby service link node, and the standby service link node replaces the failed service link node to continue providing the function of the failed service link node, and at the same time, the standby service link node and the remaining service link nodes in the current service link cooperate to form the standby service link.
According to the technical scheme disclosed by the embodiment of the application, when the current service link fails, the standby service link can be switched to, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved. In addition, the information of each service link node of the call center is detected in real time, so that fault early warning can be carried out on the service link nodes in real time, the fault service link nodes are determined, the servers logging in the call center through the bastion machine are not required to be checked in sequence, fault reasons are searched, the method is simple, the fault checking efficiency is improved, stable operation of the call center is facilitated, and the user experience is improved.
As shown in fig. 3, an execution subject of the method may be a server, where the server may be an independent server or a server cluster composed of a plurality of servers, and the server may be a server capable of performing the method for controlling the call center. The control method of the call center specifically comprises the following steps:
s301: and aiming at a service link node in a current service link of the call center, acquiring the detection information of the service link node.
S302: and carrying out corresponding fault early warning on the service link node according to the detection information.
S303: and controlling the current service link to be switched to the standby service link under the condition that the fault service link node exists in the call center.
It should be noted that steps S301 to S303 have the same or similar implementation manners as steps S201 to S203, and the same points may be referred to each other, and are not described herein again in this embodiment.
S304: acquiring user incoming call information; according to the incoming call information of the user, the intention of the user is judged in advance through a pre-established intention pre-judging model; and providing the service corresponding to the intention for the user through the standby service link according to the guiding information.
Specifically, the pre-established intention prediction model is obtained by modeling by using big data by using historical data, the historical data comprises user demand data (including business required to be transacted by the user and incoming call frequency corresponding to the business required to be transacted by the user), repeated incoming call data, worksheet unfinished data (business unfinished by the user), desperate guarantee data, complaint information and the like, and basic information (such as telephone number, name, gender, age and the like) of the user is bound with the historical information.
When a user makes a call to the call center, determining user incoming call information, wherein the user incoming call information comprises but is not limited to the name, sex, age, identity information and the like of the user. And searching user behavior information related to the user according to the user incoming call information, wherein the user behavior information comprises the service required to be transacted by the user, incoming call frequency corresponding to the service required to be transacted by the user, the service already transacted by the user, the service not transacted by the user and the like.
After determining the intention of the user, the user is guided differently, that is, the user is guided in different ways according to different intentions of different users, so that the user is provided with services in a targeted manner. For example, when it is determined that the user's intention is an intention to handle a new service, the user is guided to handle the new service through a voice technology in a service field when the user is guided, and then the user is provided with a service corresponding to the new service through an alternate service link.
According to the technical scheme disclosed by the embodiment of the application, when the current service link fails, the standby service link can be switched to, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved.
In addition, when the user calls, the intention information of the user can be pre-judged according to the incoming call information of the user and the intention pre-judging model, the user is guided according to the intention pertinence, an exclusive service flow is provided for the user, then the corresponding service can be rapidly provided for the user, and the user experience is further improved.
In a possible implementation manner, after controlling the current service link to be switched to the standby service link, the method further includes sending the fault information of the fault service link node to the terminal device, and displaying the fault information at the terminal device.
Specifically, the failure information includes node information (such as node name, node location, etc.) of the failed service link node, a failure cause of the node, a time at which the failure occurred, a health threshold of the node, and the like. The terminal equipment can be a mobile terminal (such as a mobile phone, a notebook computer and the like), and a user can find the fault condition and the difference between the fault node and the health threshold value of the fault node in time by displaying fault information on the mobile terminal, so that a corresponding maintenance strategy is determined, the fault service link node is maintained in time, the maintenance efficiency is high, and the stable operation of a call center is facilitated.
In one possible implementation manner, after controlling the current service link to be switched to the standby service link, the method further includes: receiving call requests from terminal equipment in different areas, classifying service demand information contained in the call requests to obtain the category of the service demand information, and sending the service demand information to an agent terminal corresponding to the category, wherein the agent terminal has a service corresponding to the service demand information.
Specifically, multiple groups of seat terminals can be set according to the types of services handled by users, each group of seat terminals processes one service in a centralized manner, and thus, all resources of the call center are set in a centralized manner, the problems of resource distribution dispersion and redundancy are solved, and the resource utilization rate is improved. The service requirement information comprises services which need to be handled by the user, the services contained in the service requirement information are divided into corresponding service categories, and corresponding seat terminals are distributed to provide services corresponding to the services for the user.
Different other terminal devices can initiate call requests to the call center which is arranged in a centralized manner, taking the branch companies of which the main company is distributed in different areas as an example, the control system of the call center can be arranged in the area where the main company is located, and clients in the area where the branch companies are located can all call the main company to provide corresponding services.
Based on the same technical concept, a control device of a call center is further provided in the embodiment of the present application, and fig. 4 is a schematic diagram of a module of the control device of the call center provided in the embodiment of the present application, where the control device of the call center is configured to execute the control method of the call center described in fig. 2 and fig. 3, and as shown in fig. 4, the control device 4 of the call center includes:
a first obtaining module 401, configured to obtain, for a service link node in a current service link of a call center, probe information of the service link node; the early warning module 402 is configured to perform corresponding fault early warning on the service link node according to the detection information; and a control module 403, configured to control the current service link to be switched to the standby service link in a case where there is a failed service link node in the call center.
According to the technical scheme provided by the embodiment of the application, when the current service link fails, the standby service link can be switched to, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved.
In one possible implementation manner, the method further includes: the second acquisition module is used for acquiring the incoming call information of the user; the pre-judging module is used for pre-judging the intention of the user through a pre-established intention pre-judging model according to the incoming call information of the user; a determination module for determining corresponding guidance information based on the intention; and the providing module is used for providing the service corresponding to the intention for the user through the standby service link according to the guiding information.
In one possible implementation manner, the method further includes: the sending module is used for sending the fault information of the fault service link node to the terminal equipment; and the display module is used for displaying the fault information on the terminal equipment.
In one possible implementation manner, the method further includes: the receiving module is used for receiving call requests from terminal equipment in different areas; the classification module is used for classifying the service requirement information contained in the call request to obtain the category of the service requirement information; and the sending module is used for sending the service requirement information to the seat terminal corresponding to the category, and the seat terminal has a service corresponding to the service requirement information.
The control device of the call center provided in the embodiment of the present application can implement each process in the embodiment corresponding to the control method of the call center, and is not described here again to avoid repetition.
It should be noted that the control device of the call center provided in the embodiment of the present application and the control method of the call center provided in the embodiment of the present application are based on the same inventive concept, and therefore, for specific implementation of the embodiment, reference may be made to implementation of the control method of the call center, and repeated details are not described again.
Based on the same technical concept, the embodiment of the present application further provides an electronic device, which is configured to execute the method for controlling a call center, and fig. 5 is a schematic structural diagram of an electronic device implementing various embodiments of the present invention, as shown in fig. 5. Electronic devices may vary widely in configuration or performance and may include one or more processors 501 and memory 502, where the memory 502 may have one or more stored applications or data stored therein. Memory 502 may be, among other things, transient or persistent storage. The application program stored in memory 502 may include one or more modules (not shown), each of which may include a series of computer-executable instructions for the electronic device. Still further, the processor 501 may be arranged in communication with the memory 502 to execute a series of computer-executable instructions in the memory 502 on the electronic device. The electronic device may also include one or more power supplies 503, one or more wired or wireless network interfaces 504, one or more input-output interfaces 505, one or more keyboards 506.
Specifically, in this embodiment, the electronic device includes a processor, a communication interface, a memory, and a communication bus; the processor, the communication interface and the memory complete mutual communication through a bus; a memory for storing a computer program; a processor for executing the program stored in the memory, implementing the following method steps:
acquiring detection information of a service link node in a current service link of the call center; performing corresponding fault early warning on the service link node according to the detection information; and controlling the current service link to be switched to a standby service link under the condition that a fault service link node exists in the call center.
Through the technical scheme provided by the embodiment of the application, when the current service link fails, the standby service link can be switched, the service provided by the call center to the user is not interrupted, the service can be continuously provided for the user, and the user experience is improved.
An embodiment of the present application further provides a computer-readable storage medium, in which a computer program is stored, and when the computer program is executed by a processor, the following method steps are implemented:
acquiring detection information of a service link node in a current service link of the call center; performing corresponding fault early warning on the service link node according to the detection information; and controlling the current service link to be switched to a standby service link under the condition that a fault service link node exists in the call center.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, apparatus, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, an electronic device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in the process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, apparatus or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above are merely examples of the present application and are not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (10)
1. A method for controlling a call center, the method comprising:
aiming at a service link node in a current service link of a call center, acquiring detection information of the service link node;
performing corresponding fault early warning on the service link node according to the detection information;
and controlling the current service link to be switched to a standby service link under the condition that a fault service link node exists in the call center.
2. The method of claim 1, wherein after the controlling the current serving link to switch to the standby serving link, the method further comprises:
acquiring user incoming call information;
according to the user incoming call information, the intention of the user is judged in advance through a pre-established intention pre-judging model;
determining corresponding guidance information based on the intent;
and providing the service corresponding to the intention for the user through the standby service link according to the guiding information.
3. The method for controlling a call center according to claim 1, wherein the probe information includes: network information, physical device information, service information, traffic information, and early warning information.
4. The method of claim 1, wherein after the controlling the current serving link to switch to the standby serving link, the method further comprises:
sending the fault information of the fault service link node to terminal equipment;
and displaying the fault information on the terminal equipment.
5. The method of claim 1, wherein after the controlling the current serving link to switch to the standby serving link, the method further comprises:
receiving call requests from terminal equipment in different areas;
classifying the service requirement information contained in the call request to obtain the category of the service requirement information;
and sending the service demand information to the seat terminal corresponding to the category, wherein the seat terminal has a service corresponding to the service demand information.
6. A control apparatus for a call center, comprising:
the system comprises a first acquisition module, a first processing module and a second acquisition module, wherein the first acquisition module is used for acquiring detection information of a service link node in a current service link of a call center aiming at the service link node;
the early warning module is used for carrying out corresponding fault early warning on the service link node according to the detection information;
and the control module is used for controlling the current service link to be switched to the standby service link under the condition that a fault service link node exists in the call center.
7. The control apparatus of the call center according to claim 6, further comprising:
the second acquisition module is used for acquiring the incoming call information of the user;
the pre-judging module is used for pre-judging the intention of the user through a pre-established intention pre-judging model according to the incoming call information of the user;
a determination module for determining corresponding guidance information based on the intention;
and the providing module is used for providing the service corresponding to the intention for the user through the standby service link according to the guiding information.
8. The control apparatus of the call center according to claim 6, further comprising:
the sending module is used for sending the fault information of the fault service link node to the terminal equipment;
and the display module is used for displaying the fault information on the terminal equipment.
9. An electronic device comprising a processor, a memory and a program or instructions stored on the memory and executable on the processor, the program or instructions, when executed by the processor, implementing the steps of the method of controlling a call center according to any one of claims 1-5.
10. A readable storage medium, characterized in that it stores thereon a program or instructions which, when executed by a processor, implement the steps of the control method of a call center according to any one of claims 1 to 5.
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