CN114548718A - Service hall management system and method - Google Patents
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Abstract
The invention relates to a service hall management system and a method thereof, wherein, the system comprises: a main server and a WeChat server; the main server comprises a main application server and a front-end application server; the main application server is used for storing all data of the service hall management system, deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system; the front-end application server is used for carrying out data interaction with the WeChat server and deploying poor comment video processing; the WeChat server is used for deploying WeChat appointment number taking, checking the field condition of the service hall, and caching service hall data, service type data, open appointment time period data and limited number data; the main application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
Description
Technical Field
The invention relates to the technical field of software management, in particular to a service hall management system and a service hall management method.
Background
Most hall management systems on the market are combined together by independent hardware, and comprise: the system comprises a queuing number calling machine, a number calling device, an evaluator, a window LED screen and the like, wherein each set of independent hardware is provided with a set of independent management software, the hardware and the software are mutually independent, and data intercommunication does not exist between the hardware and the software, so that a whole set of hall management system cannot be formed.
Disclosure of Invention
To overcome the problems in the related art, the present invention provides a service hall management system and method.
According to a first aspect of embodiments of the present invention, there is provided a service lobby management system, the system comprising: a main server and a WeChat server;
the main server comprises a main application server and a front-end application server;
the main application server is used for storing all data of the service hall management system, and deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system;
the front-end application server is used for carrying out data interaction with the WeChat server and deploying poor comment video processing;
the WeChat server is used for deploying WeChat appointment number taking, checking the field condition of the service hall, caching service hall data, service type data, open appointment time period data and limited number data;
and the master application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
In one embodiment, preferably, the basic configuration includes a hall configuration, a business type configuration, a window configuration, a service person configuration, a duty person configuration and an operation authority configuration;
the queuing and calling subsystem is used for providing a reserved number taking service for a user, checking hall people flow service, a reserved transaction service, suspending transaction and calling back user service, wherein the reserved number taking service comprises telephone reserved number taking, hall reserved number taking and WeChat reserved number taking;
the evaluation centralized supervision subsystem is connected to the evaluator through a protocol interface and is used for integrating and displaying evaluation information, wherein the evaluation information comprises effective evaluation information and default evaluation information;
the statistical report subsystem is used for recording the service data of the queuing and calling subsystem, performing data statistical analysis, generating a statistical report and displaying the statistical report, wherein the statistical report comprises a performance assessment report of service personnel;
the video monitoring subsystem is used for carrying out real-time video monitoring on the conditions in the service hall and carrying out corresponding storage;
the early warning subsystem is used for monitoring the handled business volume, the number of queuing people, the poor evaluation number and the real-time data volume of video monitoring carousel of each service worker, and performing early warning prompt and early warning prompt record when the real-time data volume reaches a preset threshold value;
the paperless issuing subsystem is used for being connected to the information issuing screen through the protocol interface, issuing information through the information issuing screen and providing inquiry service of various data and information.
In one embodiment, preferably, the processing of the bad comment video includes:
and when poor evaluation of the user is received, storing the video records corresponding to the serial number of the user from the calling to the evaluation completion to the front application server.
In one embodiment, preferably, the front application server periodically sends a request for inquiring the poor comment information to the main application server every day;
the main application server calls a query controller to receive the request and calls a query service object to execute query operation; the query service object calls data in the database, retrieves data meeting the conditions and returns the results to the query controller;
the query controller returns the result to the corresponding interface of the front application server, the front application server calls a video processing program according to the returned result, acquires data on the specified hard disk video recorder from the information of the hard disk video recorder, the channel number information and the time period information through the interface, stores the related video into a local specified path, and returns the processing result to the main application server;
the main server stores the data in a database.
In one embodiment, preferably, when the wechat server receives a reservation request sent by a user through a wechat platform, after checking cached basic data, returning service hall data, service type data, open reservation time period data and limited number of people data to the wechat platform, so that the user can select a target service type, a target hall and a target time period and submit a number taking request to the wechat server;
the WeChat server initiates an interface calling request to the front-end application server after passing through firewall verification;
the preposed application server submits the calling request to the main application server after passing the verification;
after the data verification of the main application server is passed, calling a reservation service processing controller for storage, calling an ESB proxy object by the reservation service processing controller to execute storage operation, inquiring the called reservation service, and calling a storage interface when the reservation service object is inquired; the reservation service calls a basic information service to verify reservation content according to the stored content, calls an intelligent queuing machine to generate a reservation number, stores the reservation record to a database, and returns reservation success information to an ESB proxy object; the ESB proxy object returns to the reservation service processing controller; the reservation service processing controller returns the result to the prepositive application server;
the preposed application server returns a result to the WeChat server after passing the firewall verification;
and the WeChat server caches the reservation information, returns the result to the reservation management interface of the WeChat platform after passing through the firewall verification, displays the reservation success message and finishes the reservation service processing.
In one embodiment, preferably, the main application server is further connected with a number taker of the service hall through a unified protocol interface;
when a number taking machine receives a number taking service request, submitting the number taking service request to the main application server;
the main application server calls a number taking service processing controller to receive the request, calls an ESB proxy object to execute a storage operation, and inquires the called number taking service; when the number-taking service object is inquired, calling a storage interface; the number taking service calls a basic information service to verify the number taking content according to the stored content, calls an intelligent queuing machine to generate a queuing number, stores the queuing record to a database, and returns the number taking success information to the ESB proxy object; the ESB proxy object returns the successful number taking information to the number taking service processing controller; the number taking service processing controller returns a result to the number taking management main interface; and the number taking management interface displays the successful number taking message, prints the paper receipt and completes the number taking service processing.
In one embodiment, preferably, when the main application server retrieves that a user is queued, the main application server pushes a message to a terminal handling a corresponding service, so that a service person clicks a number calling button when knowing that a queuing number exists, and sends a number calling request to the main application server;
the main application server calls a number calling service processing controller to receive the request, calls an ESB proxy object to execute the number calling operation, and inquires the called number service; when a number calling service object is inquired, an inquiry interface is called, a number calling strategy corresponding to a number calling request submitter and a list of numbers to be called in a database are inquired, first priority called number information is returned to the number calling service object, the called number information is stored in the database, a result is returned to the number calling service processing controller, the number calling service processing controller distributes the result to the number calling requester, a voice broadcasting program and an LED control program, so that the number calling requester receives the called number information, and the called number and the number calling window information are synchronously displayed through on-site sound broadcasting and an LED.
In one embodiment, preferably, the main application server receives a setting command of a preset threshold value of each service input by an administrator, and sets the preset threshold value of each service according to the setting command.
In one embodiment, preferably, the wechat server, the front-end application server and the main application server are all deployed in an intranet, and all have fixed intranet IPs, and the wechat server is interfaced with the wechat platform and mapped to one fixed IP of an extranet.
According to a second aspect of an embodiment of the present invention, there is provided a service lobby management method for a service lobby management system, the system including: a main server and a WeChat server; the main server comprises a main application server and a front-end application server, and the method comprises the following steps:
storing all data of the service hall management system through a main application server, and deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system;
the main application server and the WeChat server are subjected to data interaction through a front application server, and poor evaluation video processing is deployed;
deploying a WeChat appointment number taking, checking the field condition of a service hall, caching service hall data, service type data, open appointment time period data and limited number data through a WeChat server;
and the master application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
According to a third aspect of embodiments of the present invention, there is provided a computer readable storage medium having stored thereon computer instructions which, when executed by a processor, implement the steps of the method of any one of the first aspect.
The technical scheme provided by the embodiment of the invention can have the following beneficial effects:
in the embodiment of the invention, the interface resources of hardware management for many years are combined, the requirements of the original hall equipment on hardware are separated, the early-stage hardware equipment investment of the hall is protected, the hall equipment is managed by a software platform, and the comprehensive management of the hall is realized. The advantage that the system construction is separated from the hardware limitation is utilized, other similar queuing and number calling systems are completely compatible, a uniform interface is provided, and a new system and an old system and a uniform database are perfectly combined. The platform adopts a micro-service construction framework to realize the seamless connection between the platform construction and hall hardware, meanwhile, the software interface is completely compatible with the existing hall platform without repeated investment, the existing hall construction investment is effectively protected, and the platform integration architecture mode greatly lightens the operation and maintenance work of a service hall and saves the IT support maintenance cost.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the invention, as claimed.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the invention and together with the description, serve to explain the principles of the invention.
FIG. 1 is a schematic block diagram illustrating a service lobby management system according to an exemplary embodiment.
Fig. 2 is a schematic diagram illustrating a specific structure of a service lobby management system according to an exemplary embodiment.
Detailed Description
Reference will now be made in detail to the exemplary embodiments, examples of which are illustrated in the accompanying drawings. When the following description refers to the accompanying drawings, like numbers in different drawings represent the same or similar elements unless otherwise indicated. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present invention. Rather, they are merely examples of apparatus and methods consistent with certain aspects of the invention, as detailed in the appended claims.
FIG. 1 is a block diagram illustrating a service lobby management system according to an exemplary embodiment, such as the main server 11 and the WeChat server 12 shown in FIG. 1;
the main server 11 comprises a main application server 111 and a front-end application server 112;
as shown in fig. 2, the main application server 111 is configured to store all data of the service hall management system, and deploy a basic configuration, a queuing and calling subsystem, an evaluation centralized monitoring subsystem, a statistical report subsystem, a video monitoring subsystem, an early warning subsystem, and a paperless publishing subsystem of the service hall management system;
the front-end application server 112 is used for performing data interaction with the WeChat server and deploying poor comment video processing;
the WeChat server 12 is used for deploying WeChat appointment number taking, checking the field condition of a service hall, and caching service hall data, service type data, open appointment time period data and limited number data;
the master application server 111, the front-end application server 112 and the WeChat server 12 all realize seamless data connection, sharing and interaction through a unified protocol interface of an SOA strategy.
In one embodiment, preferably, the basic configuration includes a hall configuration, a service type configuration, a window configuration, a service person configuration, a duty person configuration and an operation authority configuration; the devices corresponding to the service hall can be flexibly added, deleted, changed and checked according to the field conditions, and managers can quickly and effectively configure information such as hall windows, services and the like. Meanwhile, the login authority of the user can be flexibly set according to the requirements of the hall, and different data are displayed on the homepage.
The queuing and calling subsystem is used for providing a reserved number taking service for a user, checking hall people flow service, a reserved transaction service, suspending transaction and calling back user service, wherein the reserved number taking service comprises telephone reserved number taking, hall reserved number taking and WeChat reserved number taking;
the queuing number calling system can apply for a WeChat service number through WeChat application besides the hall number calling function, and provides the hall personnel with WeChat instant number taking, reservation transaction and hall people flow checking services; the reservation number taking channel comprises WeChat reservation, telephone reservation and hall reservation; the reservation transaction service is equivalent to a green channel and provides convenient service for A-level transaction personnel and vulnerable groups; in addition, the system also has the functions of suspending handling and calling back, and solves the problem of handling time calculation when the personnel in the handling process need to go to other offices for signature.
The evaluation centralized supervision subsystem is connected to the evaluator through a protocol interface and is used for integrating and displaying evaluation information, wherein the evaluation information comprises effective evaluation information and default evaluation information;
the evaluator realizes the integration of one machine with double screens and evaluation information display, the evaluation information can be flexibly configured in the system, effective evaluation given by actual clicks of office personnel and default evaluation given by the system according to the transaction time are distinguished, and evaluation data is more completely and accurately collected;
the statistical report subsystem is used for recording the service data of the queuing and calling subsystem, performing data statistical analysis, generating a statistical report and displaying the statistical report, wherein the statistical report comprises a performance assessment report of service personnel; the statistical form can visually and intuitively display the result in various display modes. And (3) performance assessment management, which is used for performing performance assessment on all the halls of the staff in all the halls by combining a local assessment system according to the workload, the working efficiency and the satisfaction degree, wherein the assessment is based on the data recorded by the system, the data is manually scored as auxiliary, the data source and the detail can be traced, and the performance assessment management is fair and fair.
The video monitoring subsystem is used for carrying out real-time video monitoring on the conditions in the service hall and carrying out corresponding storage;
the video monitoring subsystem comprises the following extended functions:
1) real-time video monitoring, wherein a manager can see the real-time monitoring condition of each camera of each hall in the authority at any time according to different authorities so as to guide the field working condition of the hall;
2) calling monitoring playback, wherein a monitoring administrator can call any tax office, any camera and any time period monitoring video as required and download the monitoring video;
3) poor evaluation video storage, which is triggered by unsatisfactory evaluation actions of staff handling the business, and the system automatically stores the video record of the serial number from calling to finishing evaluation to a video server so as to prevent the video file from being covered and incapable of being called for viewing after too long time;
4) storing emergency videos, manually triggering when emergency occurs on site, and storing video recording files in corresponding time periods into a video server by the system for later retrieval and viewing;
5) and (4) recording the delay service, wherein the service handling system conforming to the delay service can automatically record and count, and in order to ensure the data to be real, the system automatically stores the monitoring video record of the delay service time period to a video server for checking.
The early warning subsystem is used for monitoring the handled business volume, the number of queuing people, the poor evaluation number and the real-time data volume of video monitoring carousel of each service worker, and performing early warning prompt and early warning prompt record when the real-time data volume reaches a preset threshold value;
the early warning subsystem can realize the function of monitoring the real-time working condition, a monitoring manager can see specific data of the working condition of the service hall on a platform, each service worker handles the service volume, the number of queues, the number of bad comments and the video monitoring carousel, a background defines each early warning item threshold value, and after the real-time data reaches a preset threshold value, early warning is triggered, and a system pushes a message to a designated monitor so that the monitor can guide the field work; the early warning records can be recorded in the system in detail, and can be used for making data bases for later work arrangement by retrieving statistical analysis at any time.
The paperless issuing subsystem is used for being connected to the information issuing screen through the protocol interface, issuing information through the information issuing screen and providing inquiry service of various data and information.
An inquiry system module is arranged in the hall management system, so that inquiry is more convenient to operate, and updating and maintenance are more convenient when the system is unified in the hall management system;
the hall information publishing LED screen is accessed into the hall management system, so that unified management can be realized on the platform, and the information publishing is more convenient;
the WeChat service number provides functions of notice announcement, service guide, policy, form downloading, tax calculation, online service and the like; the two-dimension code one-time informing function is used for informing the corresponding two-dimension code in one time into the system, searching and scanning the two-dimension code at any time at an inquiring machine and a WeChat end, and checking the one-time informing content of the corresponding transaction.
The following scenarios are taken as examples to describe in detail the data interaction method between the servers:
one, WeChat appointment number fetching
A transactor logs in the WeChat platform and initiates an appointment request;
submitting the request to a WeChat server after the request passes the firewall verification;
the WeChat server checks the cached basic data and then returns information such as service, hall, time period, limited number of people and the like;
the clerk selects the service, the tax office and clicks an appointment button after a time period, and submits the request to the WeChat server;
after the micro-mail server is verified by a firewall, an interface calling request is sent to a front-end application server;
the preposed application server submits the interface calling request to the main application server after passing the verification;
after the data of the main application server passes the verification, calling the reservation service processing controller for storage;
the reservation service processing controller object calls an ESB proxy object to execute a saving operation;
the ESB proxy object inquires the called reservation service;
finding out an appointed service object, and calling a storage interface;
the reservation service calls a basic information service to verify the reservation content according to the stored content;
the reservation service calls an intelligent queuing machine to generate a reservation number;
the reservation service object stores reservation records to a database and returns reservation success information to the ESB agent object;
the ESB proxy object returns to the reservation service processing controller;
the reservation service processing controller returns the result to the prepositive application server;
the preposed application server returns the result to the WeChat server after passing the firewall verification;
and the WeChat server caches the reservation information, returns the result to the reservation management interface of the WeChat platform after passing the firewall verification, displays the reservation success message and finishes the reservation service processing.
The steps of instant number fetching by WeChat are similar to the steps of inquiring the hall field condition, the push message is initiated by the WeChat server, and the queuing number meeting the push standard is searched and then actively pushed to the corresponding transactor.
Second, number fetching in hall
The method comprises the following steps that a clerk selects a service type to be handled on a number taking machine of a tax office;
the program on the number taker submits the request to the main application server;
the number-taking controller on the main application server receives the request and calls the ESB proxy object to execute the storage operation;
the ESB object queries the called number taking service;
finding out a number taking service object, and calling a storage interface;
the number taking service calls a basic information service to verify the number taking content according to the stored content;
the number taking service calls an intelligent queuing machine to generate a queuing number;
the number taking service object stores a queuing record to the database and returns the number taking success information to the ESB agent object;
the ESB proxy object returns to the number-taking service processing controller;
the number taking service processing control returns a result to the number taking management main interface;
and the number taking management interface displays the successful number taking message, prints the paper receipt and completes the number taking service processing.
Third, service personnel number calling handling service
When the main application server retrieves that a transactor is queuing, actively pushing a message to a terminal transacting a corresponding service;
the service personnel click the number calling button when perceiving the queuing number;
the number calling request is submitted to a main application server, a number calling controller receives the request and calls an ESB proxy object to execute the number calling operation;
the ESB object queries called number service;
finding a number calling service object, and calling a query interface;
inquiring a number calling strategy corresponding to a number calling request submitter and a list of numbers to be called in a database;
returning the first priority called number information to the calling service object, and simultaneously storing the called number information to a database;
the number calling object returns the result to the number calling controller;
the number calling controller distributes the result to a number calling requester, a voice broadcasting program and an LED control program;
a calling requester receives called number information, and the operation of on-site sound broadcasting and LED synchronous display of the called number and calling window information calling is completed;
the implementation modes of business handling and statistical report checking are similar, and the early warning information is automatically executed by a timing agent on the main application server, and data meeting the conditions are retrieved according to the setting and then pushed to the specified user.
Four, bad comment video processing
The method comprises the steps that a front-end application server sends a request for inquiring bad comment information to a main application server by a daily timing agent;
the main application server query controller receives the request and calls a query service object to execute query operation;
inquiring data in a service object calling database, and retrieving data meeting conditions;
the query service object returns a result to the controller;
the query controller returns the result to the corresponding interface of the front application server;
the front application server calls a video processing program according to the return result, and obtains data on the specified hard disk video recorder from information such as the hard disk video recorder, a channel number, a time period and the like through an interface;
the prepositive application server stores the related video into a local designated path and returns a processing result to the main application server;
and the main application server stores the data into the database, and the operation is completed.
Five, paperless publishing business
1) Notice guide publishing
The administrator issues information such as management issuing announcement guide and the like in the background;
the background service receives and stores the stored information into a database;
a transactor logs in WeChat or scans a two-dimensional code of a hall and inquires a notice guide;
the WeChat background receives the request and sends the request to the management background through the data link;
the management background returns the inquiry result from the database to the WeChat according to the condition;
the clerk sees the notice guide information on the WeChat page;
2) led Screen publishing
The window service operator calls the number and handles the service through a small number calling tool;
the background service generates window led display content according to the window service condition;
the Led service program saves the display content to a specified release position;
and the Led issuing program updates the issued content to the Led screen in real time according to the configured program.
Sixth, early warning service
The administrator sets a service early warning threshold value in the background;
the background service executes the detection program at regular time;
the detection program inquires the current business handling amount and the number taking amount and compares the current business handling amount and the number taking amount with a threshold value;
the detection program generates a predicted result according to the comparison result and stores the data into a database;
management background early warning prompt and number taking machine number taking early warning prompt
In one embodiment, preferably, the wechat server, the front-end application server and the main application server are all deployed in an intranet, and all have fixed intranet IPs, and the wechat server is interfaced with the wechat platform and mapped to one fixed IP of an extranet.
In the aspects of network and safety, the invention divides an intranet service area safety domain and an internet service area safety domain, namely: the WeChat server can be deployed in the intranet, fixed intranet IP is allocated, because the WeChat platform is to be interfaced with, a fixed IP is mapped to the extranet, and the rule of the WeChat must use 80/443 ports, a firewall is proposed to be built in the middle, and the following white lists are added to the firewall:
api.weixin.qq.com 80/443
file.api.weixin.qq.com 80/443
mp.weixin.qq.com 80/443
for safety, the WeChat server is not directly interacted with the main server and is connected with the main server through the front server, the front server and the main server are placed in an intranet, a fixed intranet IP is distributed, and the fact that the network can be communicated is guaranteed.
According to a second aspect of an embodiment of the present invention, there is provided a service lobby management method for a service lobby management system, the system including: a main server and a WeChat server; the main server comprises a main application server and a front-end application server, and the method comprises the following steps:
storing all data of the service hall management system through a main application server, and deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system;
the main application server and the WeChat server are subjected to data interaction through a front application server, and poor evaluation video processing is deployed;
deploying a WeChat appointment number taking, checking the field condition of a service hall, caching service hall data, service type data, open appointment time period data and limited number data through a WeChat server;
and the master application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
According to a third aspect of embodiments of the present invention, there is provided a computer readable storage medium having stored thereon computer instructions which, when executed by a processor, implement the steps of the method of any one of the first aspect.
It is further understood that the term "plurality" means two or more, and other terms are analogous. "and/or" describes the association relationship of the associated objects, meaning that there may be three relationships, e.g., a and/or B, which may mean: a exists alone, A and B exist simultaneously, and B exists alone. The character "/" generally indicates that the former and latter associated objects are in an "or" relationship. The singular forms "a", "an" and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.
It will be further understood that the terms "first," "second," and the like are used to describe various information and that such information should not be limited by these terms. These terms are only used to distinguish one type of information from another and do not denote a particular order or importance. Indeed, the terms "first," "second," and the like are fully interchangeable. For example, first information may also be referred to as second information, and similarly, second information may also be referred to as first information, without departing from the scope of the present invention.
It is further to be understood that while operations are depicted in the drawings in a particular order, this is not to be understood as requiring that such operations be performed in the particular order shown or in serial order, or that all illustrated operations be performed, to achieve desirable results. In certain environments, multitasking and parallel processing may be advantageous.
Other embodiments of the invention will be apparent to those skilled in the art from consideration of the specification and practice of the invention disclosed herein. This application is intended to cover any variations, uses, or adaptations of the invention following, in general, the principles of the invention and including such departures from the present disclosure as come within known or customary practice within the art to which the invention pertains. It is intended that the specification and examples be considered as exemplary only, with a true scope and spirit of the invention being indicated by the following claims.
It will be understood that the invention is not limited to the precise arrangements that have been described above and shown in the drawings, and that various modifications and changes can be made without departing from the scope thereof. The scope of the invention is limited only by the appended claims.
Claims (10)
1. A service lobby management system, the system comprising: a main server and a WeChat server;
the main server comprises a main application server and a front-end application server;
the main application server is used for storing all data of the service hall management system, and deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system;
the front-end application server is used for carrying out data interaction with the WeChat server and deploying poor comment video processing;
the WeChat server is used for deploying WeChat appointment number taking, checking the field condition of the service hall, caching service hall data, service type data, open appointment time period data and limited number data;
and the master application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
2. The system of claim 1, wherein the basic configuration comprises a lobby configuration, a business type configuration, a window configuration, a service personnel configuration, a duty personnel configuration, and an operating right configuration;
the queuing and calling subsystem is used for providing a reserved number taking service for a user, checking hall people flow service, a reserved transaction service, suspending transaction and calling back user service, wherein the reserved number taking service comprises telephone reserved number taking, hall reserved number taking and WeChat reserved number taking;
the evaluation centralized supervision subsystem is connected to the evaluator through a protocol interface and is used for integrating and displaying evaluation information, wherein the evaluation information comprises effective evaluation information and default evaluation information;
the statistical report subsystem is used for recording the service data of the queuing and calling subsystem, performing data statistical analysis, generating a statistical report and displaying the statistical report, wherein the statistical report comprises a performance assessment report of service personnel;
the video monitoring subsystem is used for carrying out real-time video monitoring on the conditions in the service hall and carrying out corresponding storage;
the early warning subsystem is used for monitoring the handled business volume, the number of queuing people, the poor evaluation number and the real-time data volume of video monitoring carousel of each service worker, and performing early warning prompt and early warning prompt record when the real-time data volume reaches a preset threshold value;
the paperless issuing subsystem is used for being connected to the information issuing screen through the protocol interface, issuing information through the information issuing screen and providing inquiry service of various data and information.
3. The system of claim 1, wherein the processing of the disfavored video comprises:
and when poor evaluation of the user is received, storing the video records corresponding to the serial number of the user from the calling to the evaluation completion to the front application server.
4. The system of claim 3,
the preposed application server sends a request for inquiring the bad comment information to the main application server at regular time every day;
the main application server calls a query controller to receive the request and calls a query service object to execute query operation; the query service object calls data in the database, retrieves data meeting the conditions and returns the result to the query controller;
the query controller returns the result to the corresponding interface of the front application server, the front application server calls a video processing program according to the returned result, acquires data on the specified hard disk video recorder from the information of the hard disk video recorder, the channel number information and the time period information through the interface, stores the related video into a local specified path, and returns the processing result to the main application server;
the main server stores the data in a database.
5. The system of claim 1,
when the WeChat server receives a reservation request sent by a user through a WeChat platform, after checking cached basic data, returning service hall data, service type data, open reservation time period data and limit number data to the WeChat platform so that the user can select a target service type, a target hall and a target time period and submit a number taking request to the WeChat server;
the WeChat server initiates an interface calling request to the front-end application server after passing through firewall verification;
the preposed application server submits the calling request to the main application server after passing the verification;
after the data verification of the main application server is passed, calling a reservation service processing controller for storage, calling an ESB proxy object by the reservation service processing controller to execute storage operation, inquiring the called reservation service, and calling a storage interface when the reservation service object is inquired; the reservation service calls a basic information service to verify reservation content according to the stored content, calls an intelligent queuing machine to generate a reservation number, stores the reservation record to a database, and returns reservation success information to an ESB proxy object; the ESB proxy object returns to the reservation service processing controller; the reservation service processing controller returns the result to the prepositive application server;
the preposed application server returns a result to the WeChat server after passing the firewall verification;
and the WeChat server caches the reservation information, returns the result to the reservation management interface of the WeChat platform after passing through the firewall verification, displays the reservation success message and finishes the reservation service processing.
6. The system of claim 1, wherein the master application server is further connected to a number taker of the service hall via a unified protocol interface;
when a number taking machine receives a number taking service request, submitting the number taking service request to the main application server;
the main application server calls a number taking service processing controller to receive the request, calls an ESB proxy object to execute a storage operation, and inquires the called number taking service; when the number-taking service object is inquired, calling a storage interface; the number taking service calls a basic information service to verify the number taking content according to the stored content, calls an intelligent queuing machine to generate a queuing number, stores the queuing record to a database, and returns the number taking success information to the ESB proxy object; the ESB proxy object returns the successful number taking information to the number taking service processing controller; the number taking service processing controller returns a result to the number taking management main interface; and displaying a successful number taking message on the number taking management interface, printing a paper receipt, and finishing the number taking business processing.
7. The system of claim 1,
when the main application server retrieves that a user is in queue, the main application server pushes a message to a terminal handling corresponding services, so that a service worker clicks a number calling button when knowing that the user has the queue number, and sends a number calling request to the main application server;
the main application server calls a number calling service processing controller to receive the request, calls an ESB proxy object to execute the number calling operation, and inquires the called number service; when a number calling service object is inquired, an inquiry interface is called, a number calling strategy corresponding to a number calling request submitter and a list of numbers to be called in a database are inquired, first priority called number information is returned to the number calling service object, the called number information is stored in the database, a result is returned to the number calling service processing controller, the number calling service processing controller distributes the result to the number calling requester, a voice broadcasting program and an LED control program, so that the number calling requester receives the called number information, and the called number and the number calling window information are synchronously displayed through on-site sound broadcasting and an LED.
8. The system according to claim 1, wherein the main application server receives a setting command of a preset threshold value of each service input by an administrator, and sets the preset threshold value of each service according to the setting command.
9. The system of claim 1, wherein the wechat server, the front-end application server and the main application server are deployed in an intranet and have fixed intranet IPs, and the wechat server is interfaced with the wechat platform and mapped to a fixed IP of an extranet.
10. A service lobby management method for use in a service lobby management system, the system comprising: a main server and a WeChat server; the main server comprises a main application server and a front-end application server, and the method comprises the following steps:
storing all data of the service hall management system through a main application server, and deploying basic configuration, a queuing and calling subsystem, an evaluation centralized supervision subsystem, a statistical form subsystem, a video monitoring subsystem, an early warning subsystem and a paperless issuing subsystem of the service hall management system;
the main application server and the WeChat server are subjected to data interaction through a front application server, and poor evaluation video processing is deployed;
deploying a WeChat appointment number taking, checking the field condition of a service hall, caching service hall data, service type data, open appointment time period data and limited number data through a WeChat server;
and the master application server, the front-end application server and the WeChat server realize seamless data connection, sharing and interaction through a uniform protocol interface of an SOA strategy.
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| CN202210129463.2A CN114548718A (en) | 2022-02-11 | 2022-02-11 | Service hall management system and method |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN116737822A (en) * | 2023-06-19 | 2023-09-12 | 江苏思行达信息技术有限公司 | Visual system for service supervision data of electric power business hall |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN116737822A (en) * | 2023-06-19 | 2023-09-12 | 江苏思行达信息技术有限公司 | Visual system for service supervision data of electric power business hall |
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