CN101431452A - On-line in-situ synthetic service platform system and its implementing method - Google Patents
On-line in-situ synthetic service platform system and its implementing method Download PDFInfo
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Abstract
The invention provides an on-line on-spot integrated service platform system and implementing method. The system comprises on-line on-spot integrated service platform, appealing party device and assisting party device. A unified access entry, unified on-line on-spot assisting procedure and unified worksheet list are provided for on-line on-spot assist of appealing party device and assisting party device assisted by on-line on-spot integrated service platform. The invention has merits that the platform can satisfy agile dispatching demand of different appealing content; the invention provides a on-line on-spot integrated service platform in a unified access entry, on-line on-spot assisting procedure and worksheet list for vast appealing parties and assisting parties.
Description
Technical field
The present invention relates to a kind of online, on the scene integrated service technology, particularly, the total solution that relates to a kind of online, on the scene help field, be a kind of online synthetic service platform system on the scene and its implementation, it is based upon on the network interconnection technique, for online, on the scene help provides running environment and technical support, being used to finish the help side provides the side for help and comprises helping service online, various ways on the scene.This plateform system can reach online, the on the scene help between a plurality of help sides and a plurality of side for help, be that the side for help can initiate to seek help in many ways, after plateform system scheduling for the side for help specifies online or on the scene help side, thereby the help side can provide online or on the scene help to a certain or certain some side for help.
Background technology
Continuous development along with computer technology, the computer user may run into various problems in computed process, in order to solve their problem, most computer software, hardware service merchant need spend after-sale service and the technical support that suitable manpower and fund are used to provide the software and hardware product.
The existing multiple solution that technical support is provided:
1, on-site support, the technical support personnel is to the user scene, for dealing with problems at the user scene.Its shortcoming is that required time is long, and costs an arm and a leg.
2, online support, the technical support personnel is by the Screen sharing application program, and the Long-distance Control subscriber computer is for the user deals with problems.Its shortcoming is, for failure classes problems such as network, computer hardwares, the technical support personnel can't deal with problems for the user is long-range by network, and uses the Screen sharing application program need take a large amount of network bandwidths, and online support also is subjected to the restriction of the network bandwidth.
The patent application CN 1286011C (applying date: 2004.3.10 of IBM Corporation, a kind of scheme that provides remote technology to support for computer or other electronic installation user is provided title: the remote supporting method of computer or other electronic installation and system), and the mode by Screen sharing provides technical support to remote client computer.But, it can not come flexible dispatching suitable technique support staff to provide online or on the scene service for the user according to user's demand, and user and technical support personnel's limited amount, only be confined to the operational issue of computer software and hardware, can not provide an online comprehensive service platform on the scene for vast computer user and technical support personnel, solve variety of issues such as user's computer operation, hardware or network failure.
The shortcoming that above solution all exists is that the comprehensive service platform online on the scene that neither one is unified ensures.Lack unified management between user, technical support personnel and the online helping service three on the scene.On the one hand, concerning the user, the problem that runs into is varied, and single online or on the scene service form is difficult to satisfy user's needs, is difficult to provide for the user in the shortest time service of best quality.On the other hand, complete technical support hardware device of a cover and exploitation corresponding application software must be purchased in each service commercial city, independent mutually, maintenance load and repeated construction have been caused, and when a large number of users uses the service of same service provider, can cause crowded, obstruction, and be unfavorable for each service provider is carried out unified regulation and control and management.
Patent 200410096610.2 (the applying date: 2004.12.03 that our company applied in the past, title: network assistance system and its implementation) disclose a kind of scheduling by server, the attendant can operate side for help's computer by network remote, the scheme of remote assistance is provided.And on this patent basis, also applied for the patent 200710002999.3 (applying date: 2007.2.1, title: a kind of online help plateform system and its implementation) and patent 200710118119.9 (applying date: 2007.6.29, title: a kind of mobile on-line help platform system and its implementation).Patent 200710002999.3 has been invented an energy and is provided the platform of online help for users and technical support personnel, and method by condition managing has realized that platform is to service management and technical supports such as the unified Real-Time Scheduling of each user and technical support personnel, monitoring, timing, safety.Patent 200710118119.9 is further innovated the online help technology of mobile device and field of wireless on its basis.
This application is on the basis of above patent application, the help form has been carried out further expansion, for vast user and technical support personnel provide the comprehensive service platform of online a, help on the scene, and realize service management and technical supports such as unified scheduling to each user and technical support personnel.
Summary of the invention
The purpose of this invention is to provide a kind of synthetic service platform system online on the scene of scheduling, unified management of unifying to insert, unify, utilize the network platform, under the scheduling and monitoring of platform, a plurality of technical support personnels directly provide online helping service on the scene for a plurality of users in point-to-point mode.
In order to realize the foregoing invention purpose, technical scheme of the present invention realizes as follows:
A kind of online synthetic service platform system on the scene comprises online comprehensive service platform on the scene, side for help's device and help side's device, it is characterized in that, described online comprehensive service platform on the scene comprises at least:
Unified access entrance device, be used to receive the request of requiring assistance that side for help's device sends or the administrative messag of keeper's input, and other device, side for help's device or help side's device are transmitted in platform, perhaps receive help side's attribute information that online integrated service apparatus on the scene is selected, be connected for described side for help and help side set up conversation;
Online integrated service apparatus on the scene, be used to receive the described request of requiring assistance, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response, perhaps the workflow customized messages of receiving platform forwarding customizes online incorporate operation flow on the scene and list.
A kind of implementation method of online integrated service on the scene is characterized in that, comprises:
Step 1: side for help's device and help side's device sign in to platform;
Step 2: the side for help sends the request of requiring assistance to platform;
Step 3: platform receives the described request of requiring assistance, and transmits to online integrated service apparatus on the scene;
Step 4: the online integrated service apparatus on the scene of platform is dispatched;
Step 5: the integrated service apparatus online on the scene of platform returns to unified access entrance device with help side's attribute information of selecting;
Step 6: the unified access entrance device of platform is connected for side for help and help side set up conversation;
Step 7: described help side sends dispatch request to platform;
Step 8: the integrated service apparatus online on the scene of platform receives described dispatch request, judges whether to select online help:
If A selects online help, then carry out the online help service;
If B does not select online help, then carry out help on the scene.
A kind of implementation method of online integrated service on the scene is characterized in that, comprises:
Step 1: the keeper lands unified access entrance device, the customization workflow;
Step 2: unified access entrance device sends the workflow customized messages to online integrated service apparatus on the scene;
Step 3: online integrated service apparatus on the scene receives the workflow customized messages, forms corresponding online incorporate operation flow on the scene and list.
Compared with prior art, the invention has the beneficial effects as follows:
The present invention includes unified access entrance, online help flow process on the scene and worksheet for the comprehensive service platform online on the scene that vast side for help and help side provide a unification.Platform can carry out unified dispatching management according to side for help's problem, selects suitable online or on the scene helping service, and provides unified service management and technical support for each user and technical support personnel.The present invention can satisfy the flexible dispatching requirement of side for help's different application scene, the content of seeking help preferably, and the technical support personnel can solve side for help's problem with short time, higher service quality by the unified management of platform.
Description of drawings
Fig. 1 is that online synthetic service platform system on the scene is formed structure chart.
Fig. 2 is the platform deployment diagram.
Fig. 3 forms structure chart for unified access entrance device
Fig. 4 is that online integrated service apparatus on the scene is formed structure chart.
Fig. 5 forms structure chart for side for help's device.
Fig. 6 forms structure chart for help side's device.
Fig. 7 is online synthetic service platform system business process map on the scene.
Fig. 8 is online help service procedure figure.
Fig. 9 is a helping service flow chart on the scene.
Embodiment
As shown in Figure 1, online synthetic service platform system on the scene is by online comprehensive service platform 1 on the scene, at least one side for help's device 2, and at least one help side's device 3 is formed.Online synthetic service platform system on the scene, be meant the help side and provide online for the side for help, the plateform system of professional and technical support is provided in the process of helping service on the scene, wherein, the side for help is the user of operation side for help device 2, the help side includes online help side and help side on the scene, wherein the technical support personnel who provides remote online to help for the side for help by network is provided in online help side, share by side for help's device 2 and 3 screen pictures of help side's device, literal, exchange waies such as voice, solve side for help's problem, help side on the scene refers to the side for help scene provides On-Site Assistance for the side for help technical support personnel.Side for help's device 2 and help side's device 3, be connected to online comprehensive service platform on the scene 1 by network, side for help's device 2 and help side's device 3 are connected to the network type of online synthetic service platform system on the scene 1, can be telecommunications network, Broadcasting Cable Network, computer network, online comprehensive service platform on the scene 1 receives the solicited message of requiring assistance that the side for help sends, and select a suitable help side for this side for help according to side for help's practical problem type, for the side for help provides online or on the scene help.
As shown in Figure 2, be the physics deployment diagram of online synthetic service platform system on the scene.Wherein, online comprehensive service platform on the scene 1 comprises Platform Server, database server and call center's device.Side for help's device 2 and help side's device 3 are connected at online comprehensive service platform 1 on the scene by telecommunication telephone net, Broadcasting Cable Network, computer network.Side for help's device 2 and help side's device 3 can be deployed in the consolidated network, also can be deployed in the heterogeneous networks.Side for help's device 2 can be electronic equipments such as desktop computer, portable computer, cable TV, smart mobile phone, phone, regular handset, printer, photocopier, projecting apparatus.Help side's device 3 can be desktop computer, portable computer, smart mobile phone, phone, regular handset.By the telecommunication telephone network, side for help and help side's smart mobile phone, phone, regular handset are connected to call center's device.
As shown in Figure 1, the comprehensive service platform 1 online on the scene in the online synthetic service platform system on the scene comprises at least: a unified access entrance device 101 and an online integrated service apparatus 102 on the scene.Online comprehensive service platform on the scene 1 can also comprise: service jockey 103, a data management devices 104.
Unified access entrance device 101 is connected, and carries out information interaction with service jockey 103, data administrator 104.Unified access entrance device 101 is used to receive request of requiring assistance that the side for help sends or the interactive information between keeper and the platform 1, and transmits by service jockey 103 other device, side for help's device 2 or help side's device 3 in platform 1; Receive service jockey 103 that transmit, online integrated service apparatus 102 selected help side's attribute informations on the scene, be connected for side for help and help side set up conversation.
As shown in Figure 3, unified access entrance device 101 includes call center's module 1011, management desktop module 1012.
Call center's module 1011 is used to receive the request of requiring assistance that side for help's device 2 sends, and transmits by service jockey 103 other device, side for help's device 2 or help side's device 3 in platform; Receive help side's attribute information of the selection of service jockey 103 transmissions, be connected for side for help and help side set up conversation.The call center services hot line of side for help by place calls center module 1011 (for example 88911890) can be initiated the request of requiring assistance to platform 1.
Online integrated service apparatus 102 on the scene is connected with service jockey 103, data administrator 104.Online integrated service apparatus 102 on the scene, be used to receive the request of requiring assistance that service jockey 103 is transmitted, operation dispatching rule then, choose help side's device 3 of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to service jockey 103; Receive the dispatch request that service jockey 103 is transmitted, choose online help side's device 3 of this dispatch request information of response, and the scheduling result information that will comprise online help side's attribute information of selection turns back to service jockey 103, perhaps choose suitable help side on the scene, and transmit service dispatch message on the scene to online help side's device 3 by service jockey 103; Receive the workflow customized messages that service jockey 103 is transmitted, customize online incorporate operation flow on the scene and list.
Wherein, as shown in Figure 4, online integrated service apparatus 102 on the scene comprises online scheduler module on the scene 1021, workflow engine module 1022.Online scheduler module on the scene, be used to receive the request of requiring assistance that service jockey 103 is transmitted, operation dispatching rule is then chosen help side's device 3 of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to service jockey 103; Receive the dispatch request that service jockey 103 is transmitted, choose online help side's device 3 of this dispatch request information of response, and the scheduling result information that will comprise online help side's attribute information of selection turns back to service jockey 103, perhaps choose suitable help side on the scene, and transmit service dispatch message on the scene to online help side's device 3 by service jockey 103.Workflow engine module 1022 is used to receive the workflow customized messages that service jockey 103 is transmitted, and customizes online incorporate operation flow on the scene and list.
As shown in Figure 5, be the composition structure chart of side for help's device 2, described side for help's device 2 comprises service link block 201, lands module 202, rules administration module 203, instant messaging module 204, online help module 205, audit module 206, evaluation module 207.
As shown in Figure 6, composition structure chart for help side's device 3, described help side's device 3 comprises, service link block 301, lands module 302, rules administration module 303, instant messaging module 304, online help module 305, queuing management module 306, audit module 307, evaluation module 308.
The service link block 201 of side for help's device 2 is connected with the service link block 301 of the service jockey 103 of online comprehensive service platform 1 on the scene, help side's device 3, can also be with instant messaging module 204, online help module 205, land module 202, rules administration module 203, audit module 206, evaluation module 207 is connected.Service link block 201 is responsible for setting up side for help's device 2 and is connected with network between platform 1, the help side's device 3, and the information interaction between side for help's device 2 and platform 1, the help side's device 3.Service link block 201 receiving platforms 1 are sent to the information of side for help's device 2, are transmitted to inner other module, or receive the information that side for help's device 2 inner other modules will send to platform 1, transmit to platform 1; Under the coordination of the service jockey 103 of platform 1, the service link block 201 of side for help's device 2 is set up network with the service link block 301 of help side's device 3 and is connected, and finishes directly information communication between side for help's device 2 and the help side's device 3; Perhaps, the service link block 201 of side for help's device 2 and the service link block 301 of help side's device 3 by the service jockey 103 of platform 1, are transmitted the two network service information.
The module 202 of landing of side for help's device 2 is connected with service link block 201, and the logging request of side for help's device 2 is sent to service link block 201, is sent to platform 1 by service link block 201.Land that module 202 can also receive that service link block 201 is transmitted, platform 1 sends lands the checking result.
The rules administration module 203 of side for help's device 2 is connected with service link block 201, is used for management and application to side for help's device 2 end scheduling rules.The rules administration module 203 of side for help's device 2 is responsible for the additional side for help's scheduling rule information of the solicited message of requiring assistance that side for help's device 2 sends.
The instant messaging module 204 of side for help's device 2 is connected with service link block 201.Instant messaging module 204 is finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The online help module 205 of side for help's device 2 is connected with service link block 201.Online help module 205, be responsible for finishing the initiation function of online help service request, the screen message of the side for help's device 2 in the online help service process sends and from the receiving function of the screen operator order of help side's device 3, finishes online help service function etc.
The audit module 206 of side for help's device 2 is connected with service link block 201.206 pairs of online help service processes of audit module are carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 2 machines of side for help's device.After the online help service finished, audit module 206 sent the record of the audit data by service link block 201 to platform 1.
The evaluation module 207 service link blocks 201 of side for help's device 2 are connected, and the Function of Evaluation to the quality and satisfaction of online help service process is provided.After the online help service finishes, evaluation result is forwarded to service link block 201, evaluation result is sent to platform 1 by service link block 201.
The service link block 301 of help side's device 3 is connected with the service link block 201 of the service jockey 103 of online comprehensive service platform 1 on the scene, side for help's device 2, can also with land module 302, rules administration module 203, instant messaging module 204, online help module 205, queuing management module 306, audit module 307, evaluation module 308 is connected.Service link block 301 is responsible for setting up help side's device 3 and is connected with network between platform 1, the side for help's device 2, and the information interaction between help side's device 3 and platform 1, the side for help's device 2.Service link block 301 receiving platforms 1 are sent to the information of help side's device 3, are transmitted to inner other module, or receive the information that help side's device 3 inner other modules will send to platform 1, transmit to platform 1; Under the coordination of the service jockey 103 of platform 1, the service link block 301 of help side's device 3 is set up network with the service link block 201 of side for help's device 2 and is connected, and finishes directly information communication between side for help's device 2 and the help side's device 3; Perhaps, the service link block 201 of side for help's device 2 and the service link block 301 of help side's device 3 by the service jockey 103 of platform 1, are transmitted the two network service information.
The module 302 of landing of help side's device 3 is connected with service link block 301.The logging request of help side's device 3 is sent to service link block 301, is sent to platform 1 by service link block 301.Land module 302 can also receive that service link block 301 is transmitted, land the checking result by what platform 1 sent.
The rules administration module 303 of help side's device 3 is connected with service link block 301, is responsible for the management and the application of the scheduling rule of help side's device 3 ends, and finishes the explanation and the execution of scheduling rule in the solicited message of requiring assistance.
The instant messaging module 304 of help side's device 3 is connected with service link block 301.Instant messaging module 304 is finished between side for help's device 2, help side's device 3 and the platform 1, or between side for help's device 2 and the help side's device 3, based on the instant messages interchange of text, image, file and audio frequency, video.
The online help module 305 of help side's device 3 is connected with service link block 301.Be responsible for finishing the online help service and initiate function, side for help's device 2 screen messages in the online help service process receive and send the screen operator command function to side for help's device 2, initiate to finish online service request function etc.
The queuing management module 306 of help side's device 3 is connected with service link block 301.306 monitoring of queuing management module are after platform 1 scheduling, and the allocating task of corresponding described help side's device 3 is tabulated.
The audit module 307 of help side's device 3 is connected with service link block 301.Audit module 307, the online help service process is carried out record of the audit, wherein the information of record of the audit comprises: the information such as instant messaging between the operation of the screen picture of side for help's device 2, help side's device 3, side for help's device 2 and the help side's device 3, and be kept on 3 machines of help side's device.After the online help service finished, audit module 307 sent the record of the audit data by service link block 301 to platform 1.
The evaluation module 308 of help side's device 3 is connected with service link block 301, and being used to provides the function that service content is summarized, and include the marking evaluation of side for help to service, and the help side writes down summary to service process after service finishes.
The side for help can dial the unified call center services hot line that platform is issued, initiate the request of requiring assistance to platform, as shown in Figure 7, the present invention supports the side for help to send the request of requiring assistance by phone, and for the side for help provides corresponding online integrated business service flow process on the scene, concrete steps are as follows:
Step 1: the service link block 201,301 of side for help's device 2 or help side's device 3 connects the service jockey 103 (step S1001) of platform 1.
The service jockey 103 of platform 1 is created a connecting object, accept the connection of the service link block 201,301 of side for help's device 2 or help side's device 3, service jockey 103 is kept at this connecting object in the connecting object formation of service jockey 103, wherein attributes such as the network address of the connection of the service link block 201,301 of connecting object preservation side for help's device 2 or help side's device 3 and unique identification.
Step 2: side for help's device 2 and help side's device 3 use digital certificate to sign in to platform 1 (step S1002).
Step 3: the side for help sends the request of requiring assistance (step S1003) to platform 1.
By call center's module 1011 of unified access entrance device 101, platform 1 provides unified service hotline to all sides for help, and the side for help dials service hotline can send the request of requiring assistance to platform 1.
Step 4: call center's module 1011 of the unified access entrance device 101 of platform 1 receives the described request of requiring assistance, and transmits (step S1004) to online integrated service apparatus 102 on the scene.
Step 5: the scheduler module 1021 online on the scene of the integrated service apparatus 102 online on the scene of platform 1 is dispatched (step S1005).
The scheduler module online on the scene 1021 of the integrated service apparatus 102 online on the scene of platform 1 receives the described request of requiring assistance, and selects suitable help side according to corresponding scheduling rule for the side for help.
Step 6: the scheduler module 1021 online on the scene of the integrated service apparatus 102 online on the scene of platform 1 returns to help side's attribute information of selecting call center's module 1011 (step S1006) of unified access entrance device 101.
Step 7: call center's module 1011 of the unified access entrance device 101 of platform 1 is connected (step S1007) for side for help and help side set up conversation.
Step 8: described help side sends dispatch request to platform 1, includes the information (step S1008) of problem log list in the dispatch request.
Side for help and help side set up after conversation is connected, the evaluation module 308 of help side's device 3 generates new problem log list, the side for help is described the problem that is run into or the service of needs, the help side is at the enterprising line item of problem log list, and the content of problem log list includes described side for help's problem description, side for help's historical service log and described help side's information such as scheduling suggestion.After help side's record finishes, send dispatch request to platform 1, platform 1 will be according to incidental problem log list content in the dispatch request, for the side for help dispatches suitable help side.
Step 9: the scheduler module online on the scene 1021 of the integrated service apparatus 102 online on the scene of platform 1 receives described dispatch request (step S1009), judges whether to select online help (step S1010):
If A selects online help, then carry out online help service (step S1011), as shown in Figure 8:
(1) suitable online help side (step S2001) is selected in scheduler module online on the scene 1021 scheduling of the integrated service apparatus 102 online on the scene of platform 1.
(2) scheduler module 1021 online on the scene of the integrated service apparatus 102 online on the scene of platform 1 is sent to side for help's device 2 (step S2002) with online help side's attribute information of selecting, and the side for help judges whether to agree this scheduling (step S2003):
If 1. the side for help agrees this scheduling, platform 1 sends the granted service scheduling message to described help side's device 3 (step S2004);
The service jockey 103 of platform 1 receives the agreement schedule information that side for help's device 2 sends, and sends the granted service scheduling message to described help side's device 3, turns to (3).
If 2. the side for help disagrees with scheduling, side for help's device 2 sends the denial of service scheduling message to platform 1 (step S2005).
The service jockey 103 of platform 1 is delivered the denial of service scheduling message to online integrated service apparatus 102 on the scene, the scheduler module online on the scene 1021 of online integrated service apparatus 102 on the scene reschedules suitable help side for side for help's device 2, turns to (1).
(3) help side responds granted service scheduling message (step S2006), and help side's device 3 is transmitted service request information by platform 1 and given corresponding side for help's device 2 (step S2007).
(4) side for help's device 2 is received the service request information (step S2008) of help side's device 3, confirms whether to accept service (step S2009) this time:
If 1. the side for help agrees to accept this service request, then set up be connected (the step S2010) of side for help's device 2 and help side's device 3, turn to (5).
If 2. the side for help refuses this service request, then:
Side for help's device 2 sends the denial of service request message to platform 1 (step S2011).
Platform 1 is transmitted (step S2012) with the denial of service request message to described help side's device 3.
Help side's device 3 receives the denial of service request message, and this flow process finishes (step S2015).
(5) beginning online help (step S2013)
(6) finish online help (step S2014)
This flow process finishes (step S2015).
If B does not select online help, then carry out help on the scene (step S1012)
Because hardware, when the network reason can't provide online help by network, can provide help on the scene for the side for help, as shown in Figure 9, idiographic flow is as follows when side for help's device 2:
(1) suitable help side on the scene (step S3001) is selected in scheduler module online on the scene 1021 scheduling of the integrated service apparatus 102 online on the scene of platform 1.
(2) scheduler module 1021 online on the scene of the integrated service apparatus 102 online on the scene of platform 1 sends service dispatch message on the scene to help side's device on the scene 3 of selecting, and service dispatch message on the scene includes the content (step S3002) of problem log list.
(3) the service link block 301 of help side's device 3 is transmitted service dispatch message on the scene to queuing management module 306, and sends information (step S3003) to the help side.
(4) help side responds service dispatch message on the scene (step S3004).
The evaluation module 308 of help side's device 3 generates new problem log list automatically, shows the incidental problem log list of service dispatch message on the scene content on this list, and the help side needs the problem log list is all filled in each service.The problem log list can be printed.
(5) begin helping service on the scene (step S3005).
The help side is according to described side for help's problem preparation tool on the problem log list, for example operating system installation CD, driver fixing disc, mainboard maintenance tool, hard disk maintenance tool, internal memory maintenance tool, notebook maintenance tool, maintenance computer accessory etc., and the problem log list that carries electronics or paper-based form is gone to the side for help scene.After the help side arrives the side for help scene, begin to side for help's device 2 provides service on the scene, service content on the scene can include: computer maintenance, maintenance computer, network operation, equipment cleaning etc.
(6) finish helping service on the scene (step S3006).
After the solution of side for help's affirmation problem finished, the flow process that finishes service on the scene was as follows:
1. the side for help on the problem log list to the service evaluation of giving a mark.
2. the help side carries out record to the service processing process on the problem log list.
3. the help side with the content uploading of problem log list to database.
This flow process finishes (step S1013).
The keeper that the present invention goes back supporting platform 1 can carry out flexible customization to online integrated operation flow on the scene and list, and idiographic flow is as follows:
Step 1: the keeper lands the desktop management module 1012 of unified access entrance device 101, the customization workflow.
Step 2: desktop management module 1012 sends the workflow customized messages to the workflow engine module 1022 of online integrated service apparatus 102 on the scene.
Step 3: the workflow engine module 1022 of online integrated service apparatus 102 on the scene receives the workflow customized messages, forms corresponding online incorporate operation flow on the scene and list.
Claims (10)
1, a kind of online synthetic service platform system on the scene comprises online comprehensive service platform on the scene, side for help's device and help side's device, it is characterized in that, described online comprehensive service platform on the scene comprises at least:
Unified access entrance device, be used to receive request of requiring assistance that side for help's device sends or the interactive information between keeper and the platform, and other device, side for help's device or help side's device are transmitted in platform, perhaps receive help side's attribute information that online integrated service apparatus on the scene is selected, be connected for described side for help and help side set up conversation;
Online integrated service apparatus on the scene, be used to receive the described request of requiring assistance, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response, perhaps the workflow customized messages of receiving platform forwarding customizes online incorporate operation flow on the scene and list.
2, a kind of online synthetic service platform system on the scene according to claim 1 is characterized in that, the integrated service apparatus online on the scene of described online comprehensive service platform on the scene comprises at least:
Online scheduler module on the scene, be used to receive the described request of requiring assistance, operation dispatching rule then, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response.
3, a kind of online synthetic service platform system on the scene according to claim 2, it is characterized in that, described side for help's device further comprises: the online help module, be used to finish the initiation of online help service request, the screen message of side for help's device sends and from the reception of the screen operator order of help side's device in the online help service process, and finishes the online help service;
Rules administration module is used for management and application to side for help's device end scheduling rule;
Described help side's device further comprises: the online help module, be used to finish the initiation of online help service, the screen message of side for help's device receives and sends screen operator to side for help's device and instructs in the online help service process, and initiates to finish online service request;
Rules administration module is used for the management and the application of the scheduling rule of help side's device end, and finishes the explanation and the execution of scheduling rule in the solicited message of requiring assistance;
The queuing management module is used for the task list that the receiving platform scheduling distributes.
4, a kind of online synthetic service platform system on the scene according to claim 2 is characterized in that, the integrated service apparatus online on the scene of described online comprehensive service platform on the scene further comprises:
The workflow engine module is used for the workflow customized messages that receiving platform is transmitted, and customizes online incorporate operation flow on the scene and list.
5, a kind of online synthetic service platform system on the scene according to claim 1 is characterized in that, the unified access entrance device of online comprehensive service platform on the scene further comprises:
Call center's module be used to receive the request of requiring assistance that side for help's device sends, and other device, side for help's device or help side's device is transmitted in platform; Help side's attribute information of the selection that receiving platform sends is connected for side for help and help side set up conversation.
6, a kind of online synthetic service platform system on the scene according to claim 1 is characterized in that, the unified access entrance device of online comprehensive service platform on the scene further comprises:
Management desktop module is used for the information interaction between keeper and the system.
7, a kind of online synthetic service platform system on the scene according to claim 4 is characterized in that, the unified access entrance device of described online comprehensive service platform on the scene further comprises:
Call center's module is used to receive the request of requiring assistance that side for help's device sends, and transmits by service jockey other device, side for help's device or help side's device in platform; Help side's attribute information of the selection that receiving platform sends be connected for side for help and help side set up conversation, and the notify status supervising device carries out state transition;
Management desktop module be used for the administrative messag that receiving management person imports, and other device, side for help's device or help side's device is transmitted in platform;
The integrated service apparatus online on the scene of described online comprehensive service platform on the scene further comprises:
Online scheduler module on the scene, be used to receive the described request of requiring assistance, operation dispatching rule then, choose help side's device of this solicited message of requiring assistance of response, and the scheduling result information that will comprise help side's attribute information of selection turns back to platform, perhaps receive the dispatch request that described help side's device sends, choose online help side's device or help side's device on the scene of this dispatch request information of response;
The workflow engine module is used for the workflow customized messages that receiving platform is transmitted, and customizes online incorporate operation flow on the scene and list;
Described online comprehensive service platform on the scene further includes:
The service jockey, be used to set up the connection between platform, side for help's device and the help side's device three, and coordinate the information interaction between the three, also be used to receive the administrative messag that unified access entrance device sends, and other device, side for help's device or help side's device are transmitted in platform;
Data administrator is used to finish the storage and the accessing operation of data.
8, a kind of implementation method of online integrated service on the scene is characterized in that, comprises:
Step 1: side for help's device and help side's device sign in to platform;
Step 2: the side for help sends the request of requiring assistance to platform;
Step 3: platform receives the described request of requiring assistance, and transmits to online integrated service apparatus on the scene;
Step 4: the online integrated service apparatus on the scene of platform is dispatched;
Step 5: the integrated service apparatus online on the scene of platform returns to unified access entrance device with help side's attribute information of selecting;
Step 6: the unified access entrance device of platform is connected for side for help and help side set up conversation;
Step 7: described help side sends dispatch request to platform;
Step 8: the integrated service apparatus online on the scene of platform receives described dispatch request, judges whether to select online help:
If A selects online help, then carry out the online help service;
If B does not select online help, then carry out helping service on the scene.
9, the implementation method of a kind of online integrated service on the scene according to claim 10 in the step 8, if B does not select online help, is characterized in that, further comprises following steps:
(1) suitable help side on the scene is selected in the online on the scene integrated service apparatus scheduling of platform;
(2) the integrated service apparatus online on the scene of platform sends service dispatch message on the scene to help side's device on the scene of selecting;
(3) help side's device receives service dispatch message on the scene, and sends information to the help side;
(4) help side responds service dispatch message on the scene;
(5) begin helping service on the scene;
(6) finish helping service on the scene.
10, a kind of implementation method of online integrated service on the scene is characterized in that, comprises:
Step 1: the keeper lands unified access entrance device, the customization workflow;
Step 2: unified access entrance device sends the workflow customized messages to online integrated service apparatus on the scene;
Step 3: online integrated service apparatus on the scene receives the workflow customized messages, forms corresponding online incorporate operation flow on the scene and list.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101769177A CN101431452A (en) | 2007-11-07 | 2007-11-07 | On-line in-situ synthetic service platform system and its implementing method |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2007101769177A CN101431452A (en) | 2007-11-07 | 2007-11-07 | On-line in-situ synthetic service platform system and its implementing method |
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| CN101431452A true CN101431452A (en) | 2009-05-13 |
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| CNA2007101769177A Pending CN101431452A (en) | 2007-11-07 | 2007-11-07 | On-line in-situ synthetic service platform system and its implementing method |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107645509A (en) * | 2017-10-19 | 2018-01-30 | 国网四川省电力公司乐山供电公司 | Portable multimedia consultation head |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107645509A (en) * | 2017-10-19 | 2018-01-30 | 国网四川省电力公司乐山供电公司 | Portable multimedia consultation head |
| CN107645509B (en) * | 2017-10-19 | 2020-11-06 | 国网四川省电力公司乐山供电公司 | Portable multimedia consultation cloud platform |
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