CN114979346A - Call data processing method, system, device and storage medium - Google Patents
Call data processing method, system, device and storage medium Download PDFInfo
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- CN114979346A CN114979346A CN202210539115.2A CN202210539115A CN114979346A CN 114979346 A CN114979346 A CN 114979346A CN 202210539115 A CN202210539115 A CN 202210539115A CN 114979346 A CN114979346 A CN 114979346A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/64—Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
- H04M1/65—Recording arrangements for recording a message from the calling party
- H04M1/6505—Recording arrangements for recording a message from the calling party storing speech in digital form
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L49/00—Packet switching elements
- H04L49/20—Support for services
- H04L49/208—Port mirroring
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/22—Arrangements for supervision, monitoring or testing
- H04M3/2218—Call detail recording
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Abstract
The invention provides a method, a system, equipment and a storage medium for processing call data, wherein the method comprises the following steps: establishing a call between the calling party and the IP phone in response to an incoming call request of the calling party; a user-level switchboard PBX receives an information flow in a conversation process, converts the information flow into a network data flow and forwards the network data flow to a mirror image switchboard; the mirror image switch performs mirror image processing on the network data stream to generate a voice mirror image file; the mirror image switch sends the network data stream to an IP phone and sends the voice mirror image file to a cloud analysis platform; the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file; the method and the device realize call recording aiming at the IP telephone system and reduce the implementation cost of analyzing the recording.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a method, a system, a device, and a storage medium for processing call data.
Background
The traditional IP telephone system and the soft telephone system cannot directly use functions of recording, recording analysis and the like, namely cannot utilize call recording to perform recording analysis in real time. Even if the soft phone system realizes recording, the soft phone system cannot acquire some information in the call network data stream, such as calling and called information, and performs recording analysis. If the IP telephone system needs to use the recording to analyze the recording, a recording server is generally required to be built, which causes higher implementation cost; and results in a complex system. The problem that how to utilize call recording to perform recording analysis in real time and reduce implementation cost in an IP telephone system is faced at present.
Disclosure of Invention
In view of the problems in the prior art, an object of the present invention is to provide a method, a system, a device and a storage medium for processing call data, which are used to reduce the implementation cost of performing recording analysis for an IP telephony system.
In order to achieve the above object, the present invention provides a call data processing method for recording and analyzing call data of a telephone system, wherein the telephone system comprises a user-level switch PBX and an IP phone; the method comprises the following steps:
s110, responding to the incoming call request of the calling party, and establishing a conversation between the calling party and the IP phone;
s120, a PBX (private Branch exchange) receives an information stream in a call process, converts the information stream into a network data stream, and forwards the network data stream to a mirror image switch;
s130, the mirror image switch carries out mirror image processing on the network data stream to generate a voice mirror image file; and
s140, the mirror image switch sends the network data stream to an IP phone and sends the voice mirror image file to a cloud analysis platform; and the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file.
Optionally, the mirroring switch and the IP phone are located in the same lan.
Optionally, step S130 includes:
s131, acquiring a plurality of ports of the PBX of the user-level switch needing to record as ports of a target switch;
s132, acquiring a mirror image port of the mirror image switch for performing mirror image processing on the target switch port as a target mirror image port; and
s133, mapping the data of the target switch port to the target mirror image port.
Optionally, step S132 includes:
acquiring the load capacity and the current load of each mirror image port of the mirror image switch;
acquiring the load allowance of each mirror image port according to the load capacity and the current load of each mirror image port; and
and taking the mirror port with the maximum load margin as a target mirror port.
Optionally, the method further comprises the step of:
s150, the cloud analysis platform converts the voice image file into a voice stream;
s160, the cloud analysis platform performs text recognition on the voice stream to obtain corresponding text data and pinyin information; and
and S170, the cloud analysis platform generates and outputs early warning information related to the call according to the pinyin information and the text data.
Optionally, step S170 includes:
and when the pinyin information is the same as the first preset information and the text data is the same as the second preset information, generating early warning information according to the text data and outputting the early warning information.
Optionally, step S170 includes:
acquiring an appeal category corresponding to the early warning information according to the text data;
acquiring an on-duty seat matched with the appeal category based on the appeal category and a preset database; the preset database stores on-duty seats corresponding to different appeal categories;
and distributing the early warning information to the on-duty seat for processing.
Optionally, after each call is finished, the cloud analysis platform generates and outputs early warning information associated with the call based on the voice image file corresponding to the call.
Optionally, step S110 includes:
when an external telephone incoming call is detected, the operator base station sends an incoming call request to a PBX (private branch exchange);
the PBX sends the incoming call request to an IP phone;
and the PBX receives response information of the IP phone for the incoming call request and forwards the response information to the operator base station.
The invention also provides a call data processing system for realizing the call data processing method, wherein the call data processing system comprises a telephone system, a mirror image switch and a cloud analysis platform, and the telephone system comprises a user-level switch PBX and an IP phone;
the PBX is used for responding to an incoming call request of a calling party and establishing a call between the calling party and the IP phone; receiving an information flow in a call process, converting the information flow into a network data flow, and forwarding the network data flow to a mirror image switch;
the mirror image switch is used for carrying out mirror image processing on the network data stream, generating a voice mirror image file, sending the network data stream to an IP phone and sending the voice mirror image file to a cloud analysis platform;
and the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file.
The present invention also provides a call data processing device, including:
a processor;
a memory having stored therein an executable program of the processor;
wherein the processor is configured to perform the steps of any of the above-described call data processing methods via execution of the executable program.
The present invention also provides a computer-readable storage medium for storing a program which, when executed by a processor, implements the steps of any of the above-described call data processing methods.
Compared with the prior art, the invention has the following advantages and prominent effects:
according to the call data processing method, the call data processing system, the call data processing equipment and the call data processing storage medium, the network data stream is subjected to mirror image processing by using the mirror image switch, then the original network data stream is continuously forwarded to the IP phone, and the mirror image file is used for sound recording analysis, so that a sound recording server is not required to be built, and the implementation cost and the system implementation complexity are reduced; and can utilize the conversation recording data to carry out recording analysis when recording in real time, the timeliness is higher, can go out early warning information by rapid analysis, does benefit to and improves phone seat management efficiency.
Drawings
Other features, objects and advantages of the present invention will become more apparent upon reading of the following detailed description of non-limiting embodiments thereof, with reference to the accompanying drawings.
Fig. 1 is a schematic structural diagram of a call data processing system according to an embodiment of the present invention;
fig. 2 is a schematic diagram of a call data processing method according to an embodiment of the present invention;
fig. 3 is a schematic diagram of a call data processing method according to another embodiment of the present invention;
fig. 4 is a schematic flowchart of step S130 in a call data processing method according to another embodiment of the present invention;
fig. 5 is a schematic diagram of a call data processing method according to another embodiment of the present invention;
fig. 6 is a flowchart illustrating a step S170 in a call data processing method according to another embodiment of the present invention;
fig. 7 is a schematic structural diagram of a call data processing device according to an embodiment of the present invention;
fig. 8 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the disclosure.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The same reference numerals in the drawings denote the same or similar structures, and thus their repetitive description will be omitted.
The embodiment of the invention discloses a method and a system for processing call data. As shown in fig. 1, the system includes a telephone system, a mirroring switch 11, and a cloud analysis platform 12. The telephone system includes a private branch exchange PBX 13 and an IP telephone 14. It should be noted that the number of IP phones shown in fig. 1 is not intended to represent the actual number of IP phones in actual implementation, and is merely used for exemplary illustration. In specific implementation, when the party answering the call is a customer service seat or an attendant on duty, different phone ports can be allocated to different attendants on duty, that is, the attendant has a one-to-one correspondence with the ports. The ports of the IP phone used by each seat person are different.
As shown in fig. 2, the method for processing call data includes the steps of:
and S110, responding to the incoming call request of the calling party, and establishing the call between the calling party and the IP phone. Specifically, in this step, when an external telephone incoming call is detected, the carrier base station sends an incoming call request to the private branch exchange PBX. A private Branch exchange (pbx), also known as a private Branch exchange, is used to complete telephone exchanges between the interiors of enterprises and with public telecommunication networks, and to combine telephone, fax, modem, etc. functions.
The subscriber-level switch sends the incoming call request to the IP phone. And the PBX receives response information of the IP phone aiming at the incoming call request and forwards the response information to the operator base station. In the specific implementation, when the response information is to answer the external telephone, the call can be established between the calling party and the IP telephone by responding to the incoming call request of the calling party through the operator base station and the PBX of the user-level switch.
S120, the PBX receives the information flow in the call process, converts the information flow into a network data flow, and forwards the network data flow to the mirror image switch. Specifically, after a telephone call between a calling party and an IP telephone is established, a call signal sent by the calling party is transmitted to a private branch exchange PBX via an operator base station, and the private branch exchange PBX converts the call signal into a network data stream. Only by converting into the form of network data stream, the call signal can be received and identified by the IP telephone.
And S130, the mirror image switch performs mirror image processing on the network data stream to generate a voice mirror image file. Therefore, the voice recording for the call is realized, the voice recording is real-time, and can be sent to the cloud analysis platform in real time, so that the call is analyzed in real time after each call is finished, a large amount of voice files are not required to be stored, and the requirement of large-capacity storage is avoided.
In this embodiment, the mirror image switch and the IP phone are located in the same lan. Therefore, the success rate of the mirror image call voice is ensured every time, and the probability of mirror image failure is reduced; and the efficiency of mirror image voice is improved, and the transmission efficiency is improved.
In specific implementation, as shown in fig. 3, the steps may include:
s131, a plurality of ports of the PBX of the user-level switch needing to be recorded are obtained and used as the ports of the target switch. I.e. determining which ports of the PBX outgoing network data streams need to be recorded, the mirroring process is performed accordingly.
S132, acquiring a mirror port of the mirror switch for performing mirror processing on the target switch port, as a target mirror port. And
s133, the mirror switch maps the data of the target switch port to the target mirror port. Thus, the network data flow output by the target switch port is mirrored.
And S140, the mirror image switch sends the network data stream to an IP phone and sends the voice mirror image file to a cloud analysis platform. And the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file.
In this embodiment, after each call, the cloud analysis platform generates and outputs the warning information associated with the call based on the voice image file corresponding to the call. That is, the cloud analysis platform performs recording analysis according to the recording file corresponding to each complete call. The voice image file is also in a network data stream form, so that in specific implementation, the voice image file can be converted into a voice stream for the cloud analysis platform, text recognition is then carried out to obtain text data, and when the voice stream and the text data meet preset conditions, it is indicated that the call content of a calling party already refers to certain keywords, and early warning is triggered.
For example, an application scenario is that a guest who enters a hotel calls a hotel service seat, and the health of complaints is poor. Then, when the keyword of the 'bad health' is identified according to the voice stream and the text data, and the 'bad health' also belongs to the preset condition, namely the trigger condition, the words of the 'bad health' are extracted, if the keywords corresponding to other trigger conditions exist, the words of the 'bad health' are extracted together, and the extracted words are combined to form the early warning information. And then, pushing each early warning keyword in the early warning information to a corresponding responsible department on-duty personnel for processing, for example, pushing the early warning information corresponding to 'poor health' to a responsible department for processing the health of a hotel, wherein the processing mode is, for example, to carry out the return visit of the guest in time and to pacify the emotion of the guest. This may be beneficial to improve the guest's experience of staying in the hotel. Therefore, the recording can be intelligently identified and analyzed in real time, the emotion and the evaluation of the client can be quickly and accurately analyzed, and the management efficiency and the response efficiency of seat responders such as hotels can be improved.
Optionally, as shown in fig. 4, in an embodiment, on the basis of the embodiment corresponding to fig. 2, the step S132 may include:
s1321, acquiring load capacity and current load of each image port of the image switch.
S1322, obtaining the load margin of each mirror image port according to the load capacity and the current load of each mirror image port. And
and S1323, taking the mirror port with the maximum load margin as a target mirror port.
Therefore, the phenomenon of interference of the calculation performance of the mirror image switch in the mirror image process is reduced, and the probability of mirror image failure is reduced; the success of the mirror image is ensured; on the other hand, the method is favorable for improving the transmission efficiency of the mirror image file, thereby being favorable for improving the efficiency of mirror image voice.
In another embodiment of the present application, another call data processing method is disclosed. As shown in fig. 5, the method further includes, based on the embodiment corresponding to fig. 2, the steps of:
s150, the cloud analysis platform converts the voice image file into a voice stream.
And S160, the cloud analysis platform performs text recognition on the voice stream to obtain corresponding text data and pinyin information. And
and S170, generating and outputting early warning information related to the call by the cloud analysis platform according to the pinyin information and the text data.
In specific implementation, for example, when the text data is the same as a preset text, the early warning information corresponding to the preset text is triggered, and then the early warning information is sent to the corresponding administrator.
Optionally, in an embodiment, the step S170 includes:
s171, when the pinyin information is the same as the first preset information and the text data is the same as the second preset information, generating the warning information according to the text data.
That is, when the recording data with the same tone and the same character as the preset information is determined according to the data extracted from the call recording of the calling party, and in this case, the preset early warning triggering condition is satisfied, then early warning is triggered; therefore, the accuracy of early warning triggering can be ensured. At this time, a small segment of words corresponding to the same tone and the same character, such as the word of 'bad hygiene' in the above example, is used as early warning information and pushed to a corresponding department responsible for processing or an on-duty seat person, so that the problem solving efficiency of the calling party can be improved; the method is also beneficial to improving the management efficiency and the response efficiency of the seat response party and helping the seat response party to quickly solve the problem of the calling party.
Optionally, in an embodiment, as shown in fig. 6, on the basis of step S171, step S170 further includes the steps of:
and S172, acquiring the appeal type corresponding to the early warning information according to the text data.
And S173, acquiring the on-duty seat matched with the appeal category based on the appeal category and a preset database. The preset database stores on-duty seats corresponding to different appeal categories.
And S174, distributing the early warning information to the on-duty seat for processing.
In a specific implementation, the step S172 may be implemented by using a trained neural network model, and the text data and/or the pinyin information are used as inputs of the neural network model to output corresponding appeal categories. The neural network model can be an existing emotion analysis and recognition model.
The appeal category can be complaints or praise, and the early warning information is pushed to a corresponding department responsible for processing or an on-duty seat person, so that the problem solving efficiency of a calling party can be improved; the method is also beneficial to improving the management efficiency and the response efficiency of the seat response party and helping the seat response party to quickly solve the problem of the calling party.
It should be noted that all the above embodiments disclosed in the present application can be freely combined, and the technical solutions obtained by combining them are also within the scope of the present application.
An embodiment of the present invention further discloses a system for processing call data, including:
and the telephone call establishing module responds to the incoming call request of the calling party and establishes a call between the calling party and the IP phone.
And the call signal conversion module is used for receiving the information flow in the call process by the PBX of the user-level switch, converting the information flow into a network data flow and forwarding the network data flow to the mirror image switch.
And the mirror image switch performs mirror image processing on the network data stream to generate a voice mirror image file. And
and the mirror image switch sends the network data stream to the IP phone and sends the voice mirror image file to a cloud analysis platform. And the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file.
It will be appreciated that the call data processing system of the present invention may also include other existing functional blocks that support the operation of the call data processing system. The call data processing system described above is merely an example, and should not bring any limitations to the function and scope of use of the embodiments of the present invention.
The call data processing system in this embodiment is configured to implement the call data processing method, so for the specific implementation steps of the call data processing system, reference may be made to the description of the call data processing method described above, and details are not described here again.
The embodiment of the invention also discloses a call data processing device, which comprises a processor and a memory, wherein the memory stores an executable program of the processor; the processor is configured to execute the steps of the above-described call data processing method via execution of the executable program. Fig. 7 is a schematic structural diagram of a call data processing device disclosed in the present invention. An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 7. The electronic device 600 shown in fig. 7 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 7, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one memory unit 620, a bus 630 connecting the different platform components (including the memory unit 620 and the processing unit 610), a display unit 640, etc.
Wherein the storage unit stores program code that can be executed by the processing unit 610 such that the processing unit 610 performs the steps according to various exemplary embodiments of the present invention described in the above-mentioned call data processing method section of the present specification. For example, processing unit 610 may perform the steps as shown in fig. 2.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with the other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
The invention also discloses a computer readable storage medium for storing a program, and the program realizes the steps in the call data processing method when executed. In some possible embodiments, the various aspects of the present invention may also be implemented in the form of a program product comprising program code means for causing a terminal device to carry out the steps according to various exemplary embodiments of the present invention described in the above-mentioned call data processing method of the present specification, when the program product is run on the terminal device.
As shown above, when the program of the computer-readable storage medium of this embodiment is executed, the mirror image switch is used to perform mirror image processing on the network data stream, and then the original network data stream is continuously forwarded to the IP phone, and the mirror image file is used to perform the recording analysis, so that a recording server does not need to be built, and the implementation cost and the system implementation complexity are reduced; the adaptability to different telephone systems is stronger.
Fig. 8 is a schematic structural diagram of a computer-readable storage medium of the present invention. Referring to fig. 8, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a 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 program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, 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.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a 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 readable storage 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.
Program code for carrying out operations for aspects 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, C + + or the like 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 computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
According to the call data processing method, the call data processing system, the call data processing equipment and the call data processing storage medium, the network data stream is subjected to mirror image processing by using the mirror image switch, then the original network data stream is continuously forwarded to the IP phone, and the mirror image file is used for sound recording analysis, so that a sound recording server does not need to be built, and the implementation cost and the system implementation complexity are reduced; the adaptability to different telephone systems is stronger. And can utilize the conversation recording data to carry out recording analysis when recording in real time, the timeliness is higher, can go out early warning information by rapid analysis, does benefit to and improves phone seat management efficiency.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (12)
1. A call data processing method is characterized in that the method is used for recording and analyzing call data of a telephone system, wherein the telephone system comprises a PBX (private branch exchange) and an IP (Internet protocol) phone; the method comprises the following steps:
s110, responding to the incoming call request of the calling party, and establishing a conversation between the calling party and the IP phone;
s120, a PBX (private Branch exchange) receives an information stream in a call process, converts the information stream into a network data stream, and forwards the network data stream to a mirror image switch;
s130, the mirror image switch carries out mirror image processing on the network data stream to generate a voice mirror image file; and
s140, the mirror image switch sends the network data stream to an IP phone and sends the voice mirror image file to a cloud analysis platform; and the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice mirror image file.
2. The call data processing method according to claim 1, wherein the mirror switch and the IP telephone are located in the same lan.
3. The call data processing method according to claim 1, wherein step S130 comprises:
s131, acquiring a plurality of ports of the PBX of the user-level switch needing to record as ports of a target switch;
s132, acquiring a mirror image port of the mirror image switch for performing mirror image processing on the target switch port as a target mirror image port; and
s133, mapping the data of the target switch port to the target mirror image port.
4. The call data processing method according to claim 3, wherein step S132 includes:
acquiring the load capacity and the current load of each mirror image port of the mirror image switch;
acquiring the load allowance of each mirror image port according to the load capacity and the current load of each mirror image port; and
and taking the mirror port with the maximum load margin as a target mirror port.
5. The call data processing method according to claim 1, wherein said method further comprises the steps of:
s150, the cloud analysis platform converts the voice image file into a voice stream;
s160, the cloud analysis platform performs text recognition on the voice stream to obtain corresponding text data and pinyin information; and
and S170, generating and outputting early warning information related to the call by the cloud analysis platform according to the pinyin information and the text data.
6. The call data processing method according to claim 5, wherein step S170 comprises:
and when the pinyin information is the same as the first preset information and the text data is the same as the second preset information, generating early warning information according to the text data and outputting the early warning information.
7. The call data processing method according to claim 5, wherein step S170 comprises:
acquiring an appeal category corresponding to the early warning information according to the text data;
acquiring an on-duty seat matched with the appeal category based on the appeal category and a preset database; the preset database stores on-duty seats corresponding to different appeal categories;
and distributing the early warning information to the on-duty seat for processing.
8. The call data processing method of claim 1, wherein after each call, the cloud analysis platform generates and outputs warning information associated with the call based on a voice image file corresponding to the call.
9. The call data processing method according to claim 1, wherein step S110 comprises:
when an external telephone incoming call is detected, the operator base station sends an incoming call request to a PBX (private Branch exchange);
the PBX sends the incoming call request to an IP phone;
and the PBX receives response information of the IP phone for the incoming call request and forwards the response information to the operator base station.
10. A call data processing system for implementing the call data processing method according to claim 1, wherein the call data processing system comprises a telephone system, a mirror switch and a cloud analysis platform, the telephone system comprises a private branch exchange (PBX) and an IP phone;
the PBX is used for responding to an incoming call request of a calling party and establishing a call between the calling party and the IP phone; receiving an information flow in a call process, converting the information flow into a network data flow, and forwarding the network data flow to a mirror image switch;
the mirror image switch is used for carrying out mirror image processing on the network data stream, generating a voice mirror image file, sending the network data stream to an IP phone and sending the voice mirror image file to a cloud analysis platform;
and the cloud analysis platform is used for generating and outputting early warning information related to the call according to the voice image file.
11. A call data processing apparatus, comprising:
a processor;
a memory having stored therein an executable program of the processor;
wherein the processor is configured to perform the steps of the call data processing method of any one of claims 1 to 9 via execution of the executable program.
12. A computer-readable storage medium storing a program for implementing the steps of the call data processing method according to any one of claims 1 to 9 when the program is executed by a processor.
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| CN202210539115.2A CN114979346A (en) | 2022-05-18 | 2022-05-18 | Call data processing method, system, device and storage medium |
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| CN202210539115.2A CN114979346A (en) | 2022-05-18 | 2022-05-18 | Call data processing method, system, device and storage medium |
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| CN115146607A (en) * | 2022-09-05 | 2022-10-04 | 北京智源人工智能研究院 | Comment information emotion preference recognition model training method, recognition method and device |
| CN115146607B (en) * | 2022-09-05 | 2022-11-04 | 北京智源人工智能研究院 | Comment information emotion preference recognition model training method, recognition method and device |
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