CN101437088A - Method and apparatus for implementing call treatment, and apparatus for implementing connection control - Google Patents
Method and apparatus for implementing call treatment, and apparatus for implementing connection control Download PDFInfo
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- CN101437088A CN101437088A CNA2007101659887A CN200710165988A CN101437088A CN 101437088 A CN101437088 A CN 101437088A CN A2007101659887 A CNA2007101659887 A CN A2007101659887A CN 200710165988 A CN200710165988 A CN 200710165988A CN 101437088 A CN101437088 A CN 101437088A
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Abstract
The invention discloses a method for realizing call processing, which comprises: after a call is put through, a connection module provides customer identification to a service module which is separately arranged with the connection module; and the connection module executes a connection control function, and the service module executes a service processing function according to the customer identification. The invention also discloses a device for realizing call processing and a device for realizing connection control. By application of the embodiment of the invention, the dependence degree of a call center on a database is reduced; and because the connection control function and the service processing function are separately realized, so that the influence between the two functions is reduced, and when the service processing function is not available due to failure of the database, the availability of the call center is improved, connection control is not influenced, and connection operation between a customer representative and a customer during the communication process can be guaranteed.
Description
Technical field
The present invention relates to communication technical field, the continue device of control of particularly a kind of method, device and realization that realizes call treatment.
Background technology
The call center is the window of customer service, usually the various service requests that need accepted user, for example: information inquiry, business consultation, Business Processing, complaint suggestion or take the initiative in offering a hand etc., typical call center is the Customer Service Center (10086) of China Mobile.The plurality of client representative is arranged in the call center, customer representative's work mainly is to carry out communication exchange with the user, and the related service request of process user, the customer representative needs to use client-side program in the course of the work, be also referred to as the seat program, come the phone of listening user and user's service request is handled, the seat program needs accessing database when service request is handled usually.
Seat program in the existing call system and the mutual schematic diagram between user and the database are as shown in Figure 1.Wherein, the seat program realizes continuing controlled function and service processing function.The controlled function that continues refers to that the seat program answers, hangs up or produce user's phone, and this function is provided by the business support layer, and the seat program realizes this function by the interface that calls the business support layer.Service processing function is meant that the customer representative comes the problem of process user by seat program inquiring database, and preserves in the problem input system that can't directly handle, forwards next processing links simultaneously to, and this function is provided by service application layer.The above-mentioned main distinction that continues controlled function and service processing function is, the former connects user and customer representative by the speech communication mode, this speech communication mode realizes based on communication network, and the latter is on the basis of controlled function of continuing, for the customer representative provides the software systems that support its work, these software systems realize based on database.
In conjunction with Fig. 1, when realizing continuing controlled function, the seat program need receive calls, and hangs up the telephone after the communication of finishing with the user, or phone is given to other people handles.When realizing service processing function, the seat program needs after inserting user of incoming call automatically that inquiry obtains this user's data, historical calling record information etc. from database, so that provide better service for the user; With the user's communication process in, the seat program is by the knowledge information in the Query Database, for the user answers a question; Behind the end of conversation, the customer representative by the seat program will with user's dialog context, and worker's unirecord of continue handling in case of necessity is in database.
Common call flows of the prior art as shown in Figure 2, step among Fig. 2 in the oval frame is used for realizing continuing controlled function, step in the rectangular frame is used to realize service processing function, wherein, relevant with service processing function action need seat program realizes by intermediate member accessing databases such as WEB servers.
Step 201: customer representative's listening user phone.
Step 202: the seat program begins conversation is recorded.
Step 203: the seat program is by accessing database inquiring user data.
Step 204: the seat program is by the historical calling record of accessing database inquiring user.
Step 205: begin conversation between customer representative and the user.
Step 206: the seat program is carried out Business Processing by the accessing database search knowledge base.
Step 207: the customer representative records database by the seat program with the service request of filling in.
Step 208: finish conversation between customer representative and the user.
Step 208: the seat program records database with calling record.
In the above-mentioned call flow from step 205 to the step 208, the seat program can also be carried out the Business Processing operation when realization continues function, the controlled function that promptly continues and service processing function are blended in the flow process and realize, but the seat program needs regularly and server handshaking in said process, whether report current state normal, this reported event regularly triggers in the conversation handling process.By foregoing description as can be known, in the existing call handling process, control and Business Processing order execution in a flow process, therefore when Business Processing breaks down, can have influence on the flow process of the control that continues owing to continue.For example, after beginning conversation, if database occurs unusual, then the seat program can wait for always that in the process of accessing database database returns Query Result, but because database is unusual, therefore seat program accessing database once more behind the wait timeout, cause entering once more wait, seat program in the wait process because can't be regularly and server shake hands, make server think that this seat program is unavailable, thereby finish current talking by force, and force this seat program server of moving out, cause normally incoming call answering of follow-up this seat program.
Summary of the invention
The device that the purpose of the embodiment of the invention is to provide a kind of method, device and realization that realizes call treatment to continue control.
For realizing the purpose of the embodiment of the invention, the embodiment of the invention provides following technical scheme:
A kind of method that realizes call treatment comprises:
Connecting module offers customer ID the business module that is arranged with this connecting module branch after connecting calling;
Connecting module is carried out the controlled function that continues, and business module is carried out service processing function according to described customer ID.
A kind of device of realizing call treatment comprises: connecting module and the business module that is arranged with described connecting module branch,
Described connecting module comprises:
Identify unit is provided, customer ID is offered business module after being used to connect calling;
The control unit that continues is used for carrying out the controlled function that continues;
Described business module comprises:
Service Processing Unit is used for carrying out service processing function according to described customer ID.
A kind of device of the control that realizes continuing comprises:
Identify unit is provided, customer ID is offered business module after being used to connect calling;
The control unit that continues is used for carrying out the controlled function that continues.
The technical scheme that is provided by the above embodiment of the invention as seen, in the embodiment of the invention after connecting calling connecting module customer ID is offered the business module that is arranged with this connecting module branch, connecting module is carried out the controlled function that continues, and business module is carried out service processing function according to described customer ID.Use the embodiment of the invention and reduced the degree of dependence of call center database, controlled function is separated realization with service processing function owing to will continue, reduced the influence between above-mentioned two functions, therefore when database failure causes service processing function unavailable, improved the available degree of call center, the feasible control that continues is unaffected, can guarantee the operation that continues in communication process between customer representative and the client.
Description of drawings
Fig. 1 is seat program in the existing call system and the mutual schematic diagram between user and the database;
Fig. 2 is call flows figure of the prior art;
Fig. 3 realizes the first embodiment flow chart of call processing method for the present invention;
Fig. 4 realizes the second embodiment flow chart of call processing method for the present invention;
Fig. 5 realizes the 3rd embodiment flow chart of call processing method for the present invention;
Fig. 6 is the call handler application flow chart of the inventive method embodiment;
Fig. 7 realizes the first embodiment block diagram of the device of call treatment for the present invention;
Fig. 8 realizes the second embodiment block diagram of the device of call treatment for the present invention;
The first embodiment block diagram of the device that Fig. 9 controls for the present invention realizes continuing;
The first embodiment block diagram of the device that Figure 10 controls for the present invention realizes continuing.
Embodiment
The device that the embodiment of the invention provides the method, device and the realization that realize call treatment to continue control, connecting module offers customer ID the business module that is arranged with this connecting module branch after connecting calling, connecting module is carried out the controlled function that continues, and business module is carried out service processing function according to described customer ID, separate realization by the controlled function that will continue with service processing function, reduced influencing each other between two functional modules.
In order to make those skilled in the art person understand the technical scheme that the embodiment of the invention provides better, the technical scheme that the embodiment of the invention provides is described in further detail below in conjunction with the drawings and specific embodiments.
Connecting module in the embodiment of the invention and business module all are arranged by the mode branch of multithreading or multi-process, and realizing that connecting module only is used for carrying out the control flow that continues, and business module only is used for carrying out business processing flow.Being arranged by multithreading or multi-process branch in the embodiment of the invention is logically connecting module and business module branch to be arranged, and when realizing by process or thread, these two modules physically can be together.Process is the execution example of an application program, each process is formed by privately owned virtual address space, code, data and other various system resources, the resource that process is created in running can be destroyed along with the termination of process, and employed system resource is released or is closed when procedure termination.
Thread is a performance element of process inside, and this performance element can be a function or a class object, after the good process of system creation, has just started the main execution thread of carrying out this process, and process stops thereupon after main execution thread stops.Each process comprises a main thread at least, this main thread need not the user and initiatively creates, but create after with application program launching by system, also can in application program, create other thread as required, these thread concurrent runnings in a program, thereby can realize that multi-task parallel handles.All threads in process are all in the virtual address space of this process, unified these virtual address spaces, global variable and the system resource used, communicate by main thread between the thread, then communicate between the different processes by interface communications protocol.
Because continue control flow and the business processing flow that divide that the connecting module be arranged and business module carry out are flow processs independently, but also need to carry out the mutual of necessity between these two flow processs, when necessary was the conversation beginning alternately, connecting module need offer business module with the client's unique identification that obtains; Further when end of conversation, connecting module can offer business module to calling information such as the duration of call in the calling process, the selections of client's button.
The first embodiment flow process of the inventive method is as shown in Figure 3:
Step 301: connecting module offers customer ID the business module that is arranged with this connecting module branch after connecting calling.
Wherein, can be arranged by the mode branch of multithreading connecting module and business module, also can be arranged by the mode branch of multi-process connecting module and business module divide between two modules that are arranged to communicate by asynchronous system.
Wherein, connecting module is preserved the customer ID that obtains after connecting calling, sends the message of notice calling then to business module, and business module receives the customer ID of reading and saving after this message.
Step 302: connecting module is carried out the function that continues, and business module is carried out service processing function according to customer ID.
Wherein, business module comprises when carrying out service processing function according to customer ID, obtain historical information with the customer ID corresponding client, and/or obtain method for processing business, and/or will record database to service request and communication process that should customer ID according to the customer ID Query Database.
The second embodiment flow process of the inventive method as shown in Figure 4, call flows when this embodiment shows mode branch by multithreading and is arranged connecting module and business module, seat program among this embodiment adopts the framework of multithreading, the business processing flow that is the continue control flow and the business module execution of connecting module execution is not to handle in the main thread of a process, but under the main thread of this process, create two parallel threads respectively, corresponding respectively continue control flow and the business processing flow carried out:
Step 401: the control thread that continues of connecting module will be connected the customer ID that obtains after the calling and preserve by global object.
Though being arranged, connecting module and the business module mode branch by multithreading carries out separately flow process, but separately the requirements of process of Zhi Hanging based on client's sign have at carrying out, therefore after connecting module is connected calling, at first can obtain current calling client's customer ID, this sign is unique to should the client.Under the framework based on multithreading, the thread that connecting module is carried out needs this sign is offered the thread that business module is carried out, to guarantee that Business Processing can be to carrying out by customer ID.Owing to communicate by letter and to carry out with asynchronous system between connecting module and the business module, so that can not influence each other between two threads, therefore can adopt global variable or global object under the multithreading to realize, promptly the control thread that continues of connecting module writes the customer ID that obtains in the global object.
Step 402: the control thread that continues sends the message of notice calling to the Business Processing thread of business module.
After the control thread that continues writes global object with customer ID, need that the Business Processing thread of informing business module is current a calling, this Business Processing thread is carried out business processing flow that should the calling client, therefore continue the control thread need and the Business Processing thread between communicate, the message of control thread to the calling of Business Processing thread notice promptly continues.
Step 403: the Business Processing thread obtains customer ID by reading this global object.
The message of notice calling can trigger the Business Processing thread and read global object to obtain customer ID, can from database, inquire about client's essential information automatically according to this customer ID Business Processing thread, the data that comprises the client, client's history is dialed information etc., and the above-mentioned essential information that obtains after the inquiry can eject automatically.When the customer representative need when the Business Processing thread active inquiry database can be a foundation according to the customer ID that obtains from global object also, inquiry is to Business Processing solution that should customer ID in database.
Because in the acquisition process of above-mentioned customer ID, the control thread that continues only writes customer ID in global object, and the Business Processing thread only reads customer ID from global object, therefore can not produce synchronous wait between above-mentioned two threads, can not influence each other yet, realize the communication of asynchronous system thus.
Step 404: the control thread execution that the continues controlled function that continues, and the Business Processing thread is carried out service processing function according to customer ID.
The controlled function that continues of the control thread execution that continues of connecting module comprises the calling of connecting the client, and client's calling process is recorded, and talks with the client and finishes to converse etc.; After the Business Processing thread of business module has obtained customer ID, the service processing function of carrying out according to this customer ID comprises the historical information of obtaining the client from database, Query Database obtains method for processing business, fills in service request and the call-information of connecting module transmission behind the end of conversation is recorded database etc.
By second embodiment of the invention described above method as can be known, because connecting module belongs to different threads with the control flow that continues that business module is carried out respectively with business processing flow, therefore when taking place to block, certain operation in the business processing flow can not influence the processing of the control flow that continues, when having guaranteed to break down in business module and database reciprocal process, the communication process during the operation connecting module can not interrupt.
The 3rd embodiment flow process of the inventive method as shown in Figure 5, call flows when this embodiment shows mode branch by multi-process and is arranged connecting module and business module, seat program among this embodiment adopts the framework of multi-process, promptly continue the business processing flow of the continue control flow and the business module execution of module execution and do not know sequential processes in the main thread of a process, but two independent processes are set respectively, one is used for carrying out the control flow that continues, one is used for carrying out business processing flow, only comprises a main thread in each independent process and carries out corresponding continue control flow or business processing flow:
Step 501: the control process that continues of connecting module will be connected the customer ID that obtains after the calling and preserve by shared drive.
Connecting module and the business module mode branch by multi-process is arranged and carries out separately flow process and since separately the requirements of process of carrying out based on client's sign have at carrying out, so after connecting module connects calling, at first obtain corresponding unique client's sign.Under the framework based on multi-process, the main thread under the corresponding process of connecting module needs this sign is offered main thread under the corresponding process of business module, can be to should the customer ID process to guarantee the Business Processing process.Owing to communicate by letter and to carry out with asynchronous system between connecting module and the business module, because two processes address space difference separately, therefore can not be between multithreading such shared global object, therefore can realize that promptly the main thread under the corresponding process of connecting module writes the customer ID that obtains in the shared drive by using shared drive.The preservation that it is pointed out that described customer ID is not limited to and writes in the shared drive, also can preserve by alternate manner, can read as long as guarantee the Business Processing process.
Step 502: the control process that continues sends the message of notice calling to the Business Processing process of business module by default interface communications protocol.
After the control main thread that continues writes shared drive with customer ID, need that the Business Processing main thread of informing business module is current a calling, so that this Business Processing main thread carries out corresponding calling client's business processing flow, therefore need set in advance two interface communications protocols between the process, making continues passes through the interface communications protocol process communication between control main thread and the Business Processing main thread, the control main thread that promptly continues is by the message of interface communications protocol to the calling of Business Processing main thread notice.
Step 503: the Business Processing process obtains customer ID by reading shared drive.
The message of notice calling can trigger the Business Processing main thread and read shared drive obtaining customer ID, can inquire about automatically according to this customer ID Business Processing main thread to comprise that client's data and history dials essential informations such as situation from database; When the customer representative need pass through Business Processing main thread active inquiry database, be foundation according to the customer ID that from shared drive, obtains, inquiry corresponding service processing solution in database.
In the acquisition process of above-mentioned customer ID, the control process that continues and Business Processing process are respectively two independently processes, carry out corresponding flow process by two under these two independent processes independent main threads, therefore continue between control flow and the business processing flow influence each other littler, the control main thread that promptly continues only writes customer ID to shared drive, and the Business Processing main thread only reads customer ID from shared drive, has realized asynchronous communication thus.
Step 504: the control process that continues is carried out the controlled function that continues, and the Business Processing process is carried out service processing function according to customer ID.
By the invention described above ground the 3rd embodiment as can be known, because connecting module belongs to different processes with the control flow that continues that business module is carried out respectively with business processing flow, therefore when taking place to block, certain operation in the business processing flow can not influence the processing of the control flow that continues, when business module and database break down alternately, guarantee that the communication process of connecting module operation can not interrupt.
In conjunction with the embodiment of the invention described above method, a call handler application flow process using this method embodiment as shown in Figure 6:
Because connecting module and business module branch in the embodiment of the invention are arranged, therefore comprise connecting module flow process 610 and business module flow process 630 in the call handler application flow process in Fig. 6, and whole call handler application flow process is when beginning, at first connect calling and obtained customer ID by connecting module flow process 610, carry out connecting module flow process 610 then customer ID step 620 is provided, follow-up connecting module flow process 610 and business module flow process 630 are carried out the step in the flow process separately, and last connecting module flow process 610 finishes to carry out after the callings step 640 to business module flow process 630 transmission call-informations.Can be in Fig. 6 according to following dual mode branch be arranged connecting module and business module, be that connecting module flow process 610 and business module flow process 630 can belong under the same process two independently worker threads, above-mentioned then connecting module flow process 610, obtain customer ID step 620, business module flow process 630 and transmission call-information step 640 and all in same process, carry out; Also can connecting module flow process 610 belong to two different processes, independently carry out connecting module flow process 610 and business module flow process 630 by the main thread in the process separately with business module flow process 630.
Wherein, connecting module flow process 610 specifically comprises the steps:
Step 611: customer representative's listening user phone.
Step 612: the control flow that continues begins conversation is recorded.
Step 613: begin conversation between customer representative and the user.
Step 614: finish conversation between customer representative and the user.
Wherein, business module flow process 630 specifically comprises the steps:
Step 631: business processing flow is according to the customer ID visit data library inquiry customer data that obtains.
Step 632: business processing flow is according to the customer ID visit data library inquiry client's who obtains historical calling record.
Step 633: business processing flow carries out Business Processing by the accessing database search knowledge base.
Step 634: the customer representative records database with the service request of filling in business processing flow.
Step 635: the call-information of the control flow transmission that continues that business processing flow will receive and sound recordings are to database, and information comprises button selection of the duration of call and client or the like.
By the application flow of above-mentioned call treatment as can be known, except the message transmission step behind identification of steps and the end of conversation obtained in when beginning conversation, continue control flow and business processing flow is two flow processs independently respectively, can not interact each other, if the database in the system occurs causing unusually the business module flow process can't accessing database the time, have only this business module flow waits database to return Query Result, and the continuation module flow process that is independent of this business module flow process still can be regularly and server shake hands, make that this connecting module flow process is still available, and normal incoming call answering.
The embodiment that realizes call processing method with the present invention is corresponding, and the present invention also provides the embodiment block diagram of realizing the device of call treatment.
The present invention realize call treatment device the first embodiment block diagram as shown in Figure 7:
This device comprises: connecting module 710 and business module 720, this connecting module 710 and business module 720 are arranged by the mode of multithreading or the mode branch of multi-process.
Wherein, connecting module 710 comprises provides identify unit 711, user ID is offered business module after being used to connect calling; The control unit 712 that continues is used for carrying out the controlled function that continues.Business module comprises Service Processing Unit 721, is used for carrying out service processing function according to described customer ID.
The present invention realize call treatment device the second embodiment block diagram as shown in Figure 8:
This device comprises: connecting module 810 and with mode or the mode branch of the multi-process business module 820 that be arranged of this connecting module 810 by multithreading.
Wherein, connecting module 810 comprises provides identify unit 811, user ID is offered business module 820 after being used to connect calling, and this provides identify unit 811 specifically to comprise and preserves identify unit 8111, preserves the customer ID that obtains after being used to connect calling; Send message elements 8112, be used for sending the message of notice calling to business module 820; The control unit 812 that continues is used for carrying out the controlled function that continues; Transmission massage unit 813 is used for behind the incoming terminating call-information being transferred to business module.
When described connecting module and business module are arranged by the multithreading branch, preserve identify unit 8111 and specifically be used for preserving by global object connecting the customer ID that obtains after the calling; Send the message that message elements 8112 specifically is used for sending to the Business Processing thread of business module by main thread the notice calling; Reading identify unit 821 specifically is used for obtaining customer ID by reading described global object.
When described connecting module and business module are arranged by the multi-process branch, preserve identify unit 8111 and specifically be used for preserving by shared drive connecting the customer ID that obtains after the calling; Send the message that message elements 8112 specifically is used for sending to the Business Processing process of business module by default interface communications protocol the notice calling; Reading identify unit 821 specifically is used for obtaining customer ID by reading described shared drive.
The embodiment that realizes call processing method and device with the present invention is corresponding, and the present invention also provides the embodiment block diagram of the device of the control that realizes continuing.
The present invention realize continuing control device the first embodiment block diagram as shown in Figure 9:
This device comprises: the identify unit 910 and the control unit 920 that continues are provided.Wherein, customer ID is offered business module after providing identify unit 910 to be used to connect calling; The control unit 920 that continues is used for carrying out the controlled function that continues.
The present invention realize continuing control device the second embodiment block diagram as shown in figure 10:
This device comprises: provide identify unit 1010, control unit 1020 and transmission massage unit 1030 continue.Wherein, customer ID is offered business module after providing identify unit 1010 to be used to connect calling; The control unit 1020 that continues is used for carrying out the controlled function that continues; Transmission massage unit 1030 is used for behind the incoming terminating call-information being transferred to business module.
Wherein, provide identify unit 1010 to comprise and preserve identify unit 1011, preserve the customer ID that obtains after being used to connect calling; Send message elements 1012, be used for sending the message of notice calling to business module.
Description by the embodiment of the invention as can be known, the embodiment of the invention has reduced the degree of dependence of call center to database, controlled function is separated realization with service processing function owing to will continue, reduced the influence between above-mentioned two functions, therefore when database failure causes service processing function unavailable, improved the available degree of call center, the feasible control that continues is unaffected, can guarantee the operation that continues in communication process between customer representative and the client.
One of ordinary skill in the art will appreciate that all or part of step that realizes in the foregoing description method is to instruct relevant hardware to finish by program, described program can be stored in the computer read/write memory medium, this program when carrying out, comprise the steps: to connect calling after connecting module customer ID is offered the business module that is arranged with this connecting module branch; Connecting module is carried out the controlled function that continues, and business module is carried out service processing function according to described customer ID.Described storage medium, as: ROM/RAM, magnetic disc, CD etc.
Though described the present invention by embodiment, those of ordinary skills know, the present invention has many distortion and variation and do not break away from spirit of the present invention, wish that appended claim comprises these distortion and variation and do not break away from spirit of the present invention.
Claims (16)
1, a kind of method that realizes call treatment is characterized in that, comprising:
Connecting module offers customer ID the business module that is arranged with this connecting module branch after connecting calling;
Connecting module is carried out the controlled function that continues, and business module is carried out service processing function according to described customer ID.
2, method according to claim 1 is characterized in that, communicates by letter by asynchronous system between the connecting module that described branch is arranged and the business module.
3, method according to claim 1, it is characterized in that, connecting module offers customer ID in the step of the business module that is arranged with this connecting module branch after the described connection calling, described branch is arranged and comprises: the mode branch by multithreading is arranged, or is arranged by the mode branch of multi-process.
4, method according to claim 3 is characterized in that, after the described connecting module connection calling customer ID is offered business module and is specially:
Connecting module is preserved the customer ID that obtains after connecting calling;
Connecting module sends the message of notice calling to business module;
Business module reads the customer ID of described preservation.
5, method according to claim 4 is characterized in that, the mode branch by multithreading be arranged described connecting module and business module,
The control thread that continues of connecting module will be connected the customer ID that obtains after the calling and preserve by global object;
The described control thread that continues sends the message of notice calling to the Business Processing thread of business module by main thread;
Described Business Processing thread obtains customer ID by reading described global object.
6, method according to claim 4 is characterized in that, the mode branch by multi-process be arranged described connecting module and business module,
The control process that continues of connecting module will be connected the customer ID that obtains after the calling and preserve by shared drive;
The described control process that continues sends the message of notice calling to the Business Processing process of business module by default interface communications protocol;
Described Business Processing process obtains customer ID by reading described shared drive.
7. according to claim 5 or 6 described methods, it is characterized in that described business module is carried out service processing function according to described customer ID and comprised:
Obtain historical information with described customer ID corresponding client; And/or obtain method for processing business according to described customer ID Query Database; And/or the service request and the communication process of the described customer ID of correspondence recorded database.
8, method according to claim 1 is characterized in that, further comprises: connecting module is transferred to business module with call-information behind the incoming terminating.
9, a kind of device of realizing call treatment is characterized in that, comprising: connecting module and the business module that is arranged with described connecting module branch,
Described connecting module comprises:
Identify unit is provided, customer ID is offered business module after being used to connect calling;
The control unit that continues is used for carrying out the controlled function that continues;
Described business module comprises:
Service Processing Unit is used for carrying out service processing function according to described customer ID.
10, device according to claim 9 is characterized in that, the described identify unit that provides comprises:
Preserve identify unit, preserve the customer ID that obtains after being used to connect calling;
Send message elements, be used for sending the message of notice calling to business module;
Described business module also comprises:
Read identify unit, be used to read the customer ID of described preservation.
11, device according to claim 10 is characterized in that, described connecting module and business module are arranged by the multithreading branch, and be described
Preserve identify unit and specifically be used for, preserve by global object connecting the customer ID that obtains after the calling;
Send message elements and specifically be used for, send the message of notice calling by main thread to the Business Processing thread of business module;
Read identify unit and specifically be used for, obtain customer ID by reading described global object.
12, device according to claim 10 is characterized in that, described connecting module and business module are arranged by the multi-process branch, and be described
Preserve identify unit and specifically be used for, preserve by shared drive connecting the customer ID that obtains after the calling;
Send message elements and specifically be used for, send the message of notice calling by default interface communications protocol to the Business Processing process of business module;
Read identify unit and specifically be used for, obtain customer ID by reading described shared drive.
13, device according to claim 9 is characterized in that, described connecting module also comprises:
Transmission massage unit is used for behind the incoming terminating call-information being transferred to business module.
14, a kind of device of the control that realizes continuing is characterized in that, comprising:
Identify unit is provided, customer ID is offered business module after being used to connect calling;
The control unit that continues is used for carrying out the controlled function that continues.
15, device according to claim 14 is characterized in that, the described identify unit that provides comprises:
Preserve identify unit, preserve the customer ID that obtains after being used to connect calling;
Send message elements, be used for sending the message of notice calling to business module.
16, device according to claim 14 is characterized in that, further comprises: transmission massage unit is used for behind the incoming terminating call-information being transferred to business module.
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| CNA2007101659887A CN101437088A (en) | 2007-11-14 | 2007-11-14 | Method and apparatus for implementing call treatment, and apparatus for implementing connection control |
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| CNA2007101659887A CN101437088A (en) | 2007-11-14 | 2007-11-14 | Method and apparatus for implementing call treatment, and apparatus for implementing connection control |
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Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105338198A (en) * | 2015-09-24 | 2016-02-17 | 携程计算机技术（上海）有限公司 | Method for computing availability of call center system |
| CN108696646A (en) * | 2017-04-10 | 2018-10-23 | 三菱电机大楼技术服务株式会社 | Monitoring system |
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2007
- 2007-11-14 CN CNA2007101659887A patent/CN101437088A/en active Pending
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105338198A (en) * | 2015-09-24 | 2016-02-17 | 携程计算机技术（上海）有限公司 | Method for computing availability of call center system |
| CN105338198B (en) * | 2015-09-24 | 2018-03-16 | 携程计算机技术（上海）有限公司 | The computational methods of the availability of call center system |
| CN108696646A (en) * | 2017-04-10 | 2018-10-23 | 三菱电机大楼技术服务株式会社 | Monitoring system |
| CN108696646B (en) * | 2017-04-10 | 2021-03-16 | 三菱电机大楼技术服务株式会社 | Monitoring system |
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