CN101790008A - Calling allocation method, device and system - Google Patents
Calling allocation method, device and system Download PDFInfo
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- CN101790008A CN101790008A CN200910077559A CN200910077559A CN101790008A CN 101790008 A CN101790008 A CN 101790008A CN 200910077559 A CN200910077559 A CN 200910077559A CN 200910077559 A CN200910077559 A CN 200910077559A CN 101790008 A CN101790008 A CN 101790008A
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Abstract
The embodiment of the invention relates to calling allocation method, device and system. The method comprises the following steps of: receiving a calling request message of a calling terminal; selecting an answering party according to distance information of the calling terminal and a candidate answering party; and sending the calling request message to the selected answering party. The device comprises a receiving module, a selecting module and a sending module, wherein the receiving module is used for receiving the calling request message of the calling terminal; the selecting module is used for selecting the answering party according to the distance information of the calling terminal and the candidate answering party; and the sending module is used for sending the calling request message to the selected answering party. In the embodiment of the invention, the calling of the calling terminal is allocated to the answering party according to the distance relation, and the requirement matching degree on callers is improved.
Description
Technical field
The present invention relates to communication technical field, particularly calling allocation method, Apparatus and system.
Background technology
Automatic call distributor (Automatic Call Distribution, hereinafter to be referred as: be the important symbol that call center (call center) is different from general hot-line telephone system and automatic answering system ACD), the quality of its calling allocation method directly has influence on the efficient of call center and user's satisfaction.In a call center, the work of ACD is the call request of handling calling terminal in batches, and the calling calling allocation method in accordance with regulations of these calling terminals is distributed to specific attending a banquet is candidate answer side.
The inventor is in realizing process of the present invention, find that prior art exists following shortcoming: ACD according to existing calling allocation method at least, give candidate answer side with the call distribution of calling terminal, in the process of distributing, mainly considered the busy not busy degree of candidate answer side, low with caller's demand matching degree.
Summary of the invention
The embodiment of the invention provides a kind of calling allocation method, Apparatus and system, and the calling to calling terminal distributes according to the range information of calling terminal and answer party, has considered that the distance of calling terminal and answer party improves the matching degree of call demand.
The embodiment of the invention provides a kind of calling allocation method, comprising:
Receive the call request message of calling terminal;
Range information according to described calling terminal and candidate answer side is selected answer party;
Send described call request message to the described answer party of selecting.
The embodiment of the invention provides a kind of call distribution device, comprising:
Receiver module is used to receive the call request message of calling terminal;
Select module, be used for selecting answer party according to the range information of described calling terminal and candidate answer side;
Sending module sends described call request message to the described answer party of selecting.
The embodiment of the invention provides a kind of call distribution system, comprises call distribution device and at least one candidate answer side;
Described call distribution device is used to receive the call request message of calling terminal, selects answer party according to the range information of described calling terminal and candidate answer side, sends described call request message to the described answer party of selecting; Described candidate answer side is used to respond the call request of calling terminal.
As shown from the above technical solution, the embodiment of the invention is given answer party according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
Description of drawings
The schematic flow sheet of the calling allocation method that Fig. 1 provides for the embodiment of the invention one;
The schematic flow sheet of the calling allocation method that Fig. 2 provides for the embodiment of the invention two;
The schematic flow sheet of the calling allocation method that Fig. 3 provides for the embodiment of the invention three;
The structural representation of the call distribution device that Fig. 4 provides for the embodiment of the invention four;
The structural representation of the call distribution device that Fig. 5 provides for the embodiment of the invention five;
The structural representation of the call distribution system that Fig. 6 provides for the embodiment of the invention six;
The structural representation of the call distribution system that Fig. 7 provides for the embodiment of the invention seven.
Embodiment
Below in conjunction with accompanying drawing specific embodiments of the invention are described in further detail.
The schematic flow sheet of the calling allocation method that Fig. 1 provides for the embodiment of the invention one, as shown in Figure 1, present embodiment can may further comprise the steps:
The call request message of step 101, reception calling terminal;
In the present embodiment, calling terminal at first sends call request message to the call center, the number that carries calling terminal in this call request message as: 138000000000, call center numbers distributes candidate answer side to communicate as relevant informations such as 120 with call center.After the call center receives above-mentioned call request message, according to the calling terminal number 138000000000 of carrying in this call request message, from the communications service provider's that is connected with the call center User Information Database, obtain the positional information of this calling terminal, positional information can be a geographical location information, the geographical location information of calling terminal for example: east longitude 18 degree, north latitude 20 degree; Positional information also can be a logical location information, and for example the user's of calling terminal age is that 25 years old, schooling are that undergraduate education, ill kind are gastrointestinal disease, the motion liked is the user related information of calling terminals such as tennis; Positional information can also be geographical location information and logical location information, for example the geographical location information of calling terminal and logical location information: east longitude 18 degree, north latitude 20 degree, the user's of calling terminal age be 25 years old, schooling be undergraduate education.Afterwards, the call center obtains the positional information of a plurality of candidate answer sides, the i.e. geographical location information of candidate answer side according to the call center numbers 120 of carrying in this call request message from the memory device of self: east longitude 19 degree, north latitude 21 degree; The logical location information of the candidate answer side that sets in advance: east longitude 20 degree, the seat personnel age of north latitude 22 degree, candidate answer side be 26 years old, schooling for master, the professional motion that is clinical medicine, likes of institute be the seat personnel relevant information of candidate's answer party such as tennis.Can obtain geographical location information and logical location information simultaneously in the practice.
The positional information that need to prove above-mentioned calling terminal and candidate answer side comprises a plurality of dimensions, for example: the positional information of calling terminal comprises: east longitude 18 degree, north latitude 20 degree, 25 years old age, 4 information words of schooling undergraduate education, wherein, each information word is called a dimension, and then the positional information of this calling terminal comprises 4 dimensions.Each dimension in the span of preset rules regulation with numeric representation, for example: preset rules regulation east longitude 18 is expressed as+and 18, north latitude 20 kilsyth basalts are shown+20 degree, the age represents that with actual age schooling is to be expressed as 1 in the junior middle school, senior middle school is expressed as 2, college-level specialized faculty is expressed as 3, and undergraduate education is expressed as 4, and then the positional information of calling terminal comprises: east longitude 18 degree, north latitude 20 degree, 25 years old age, schooling undergraduate education, with numeric representation be: (+18, + 20,25,4).Then the n of positional information dimension constitutes a Virtual Space, each calling terminal or candidate answer side are expressed as a point in this Virtual Space, then the range information of calling terminal and candidate answer side, that is: the distance between 2 in the Virtual Space are calculated by the call center.For example calculate according to following formula,
Wherein, (x
1, x
2..., x
n) be positional information with the calling terminal of numeric representation, (y
1, y
2..., y
n) be positional information with the candidate answer side of numeric representation, n is the dimension number of the positional information of calling terminal and candidate answer side, D
XyRange information for this calling terminal and candidate answer side.This range information can comprise geographic distance information or logical reach information according to the difference of the positional information of bringing formula calculating into, can certainly be the combination of logical reach information and geographic distance distance.For example: the dimension of preset rules predetermined distance information calculations formula is n=2, and these 2 dimensions are respectively longitude information in the geographical location information and dimensional information in the positional information, correspondingly
The positional information of bringing this formula calculating into is the geographical location information of calling terminal: (+18 ,+20), and the geographical location information of candidate answer side: (+19 ,+21), by calculating
Be the geographic distance information between calling terminal and the candidate answer side; Again for example: the dimension of preset rules predetermined distance information calculations formula is n=2, and these 2 dimensions are longitude information in the geographical location information and dimensional information (+18 in the positional information at calling terminal, + 20), in candidate answer side is longitude information in the logical location information and dimensional information (+20 in the positional information, + 21), correspondingly
Bringing this formula into calculates
Be the logical reach information between calling terminal and the candidate answer side; Again for example: the dimension of preset rules predetermined distance information calculations formula is n=4, and these 4 dimensions calling terminal be in the positional information age in the logical location information be that 25 years old, schooling are that undergraduate education, ill kind are gastrointestinal disease, the motion liked is a tennis, with numeric representation is (25,4,3,2), these 4 dimensions in candidate answer side be in the positional information age in the logical location information be 26 years old, schooling by the master, specialty be tennis for clinical medicine, the motion liked, with numeric representation is (26,5,4,1), correspondingly
Bringing this formula into calculates
Be the logical reach information between calling terminal and the candidate answer side.Again for example: the dimension of preset rules predetermined distance information calculations formula is n=4, and these 4 dimensions are geographical location information in the positional information at calling terminal: (+18, + 20) schooling in the logical location information is that undergraduate education, ill kind are that gastrointestinal disease is (4 with numeric representation, 3), form (+18, + 20,4,3) these 4 dimensions are geographical location information in candidate answer side: (+19, + 21), logical location information: schooling by the master, learned specialty for clinical medicine (5,4), form (+19, + 21,5,4), correspondingly
Bring this formula into and calculate D
Xy=2, be the range information between calling terminal and the candidate answer side, this range information has comprised logical location information and geographical location information.
Range information between calling terminal and a plurality of candidate answer side is sorted, answer party is selected in the ordering back from candidate answer side, preferably can select the candidate answer side nearest with this calling terminal, this nearest candidate answer can think with the calling terminal geographic distance nearest, with the calling terminal logical reach nearest.Problem with the near more suitable more solution calling terminal of answer party of calling terminal range information.
Particularly, according to calling terminal user's different demands, can determine that this range information is geographic distance information, logical reach information, geographic distance information and logical reach information by the dimension number of adjusting positional information, the span of each dimension.
After the call center gets access to the positional information of calling terminal and a plurality of candidate answer sides according to call request message, utilize above-mentioned formula to calculate the range information of calling terminal and a plurality of candidate answer sides, if according near to order far away, a plurality of candidate answer sides are sorted, ordering is selected in primary candidate answer side by the call center, then this candidate answer side is nearest with the range information of calling terminal, is called nearest.The call center makes the calling terminal candidate answer side connection nearest with it to sending the call request message that receives with the nearest candidate answer side of calling terminal.Present embodiment is given answer party according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
Further, the dimension number n of positional information and the span of each dimension by adjusting calling terminal and candidate answer side in the present embodiment, can adjust calling terminal or the candidate answer side position in the Virtual Space that n dimension constitutes, thereby adjust calling terminal and the distance of candidate answer side in the Virtual Space, to satisfy different call distribution demands.
The schematic flow sheet of the calling allocation method that Fig. 2 provides for the embodiment of the invention two, the calling allocation method that present embodiment provides based on the foregoing description one, detailed description is selected the process of answer party according to the geographic distance information of calling terminal and candidate answer side.As shown in Figure 2, present embodiment can may further comprise the steps:
Step 201, calling terminal send call request message to the call center, carry calling terminal number and call center numbers in this call request message.
Wherein, the number that carries calling terminal in the call request message as: 138000000000, call center numbers as: 120 etc.; Calling terminal can be fixed telephone terminal or portable terminal, for example: landline telephone, mobile phone, personal digital assistant (Personal Digital Assistant, hereinafter to be referred as: PDA) wait terminal equipment, can also be terminal equipment that can access network, for example: hand-held terminal, mobile phone etc.;
Step 202, obtain the geographical location information of calling terminal.
After the call center receives the call request message of calling terminal, according to the calling terminal number of carrying in this call request message: 138000000000, from with memory device that the call center connects match and this calling terminal number: the geographical location information (+18 ,+20) of 138000000000 corresponding calling terminals.
Wherein, the included information word of the geographical location information of this calling terminal has been described in detail in the foregoing description one, is not giving unnecessary details herein.This geographical location information according to preset rules with numeric representation, be stored in memory device that the call center is connected in, this memory device can be communications service provider's User Information Database, also can be the self-contained memory in call center;
Step 203, obtain the geographical location information of candidate answer side.
After the call center receives the call request message of calling terminal, according to the call center numbers of carrying in this call request message: 120, from memory device, match the geographical location information of a plurality of candidate answer sides corresponding with this call center numbers.
Wherein, the included information word of the geographical location information of candidate answer side has been described in detail in the foregoing description one, is not giving unnecessary details herein.The geographical location information of this candidate answer side according to preset rules with numeric representation, for example: (+19 ,+20), (+20 ,+21) etc. are stored in the memory device of call center.
Further, the geographical location information of candidate answer side can be the locating information of real time altering, for example: global positioning system (Global Position System, hereinafter to be referred as: GPS) information, Big Dipper navigation positioning system information etc.For example: candidate answer side is arranged on the ambulance, the ambulance that moves reports the geographical location information of self in real time to the call center by communication terminal in real time, after the call center receives call request message, obtain the geographical location information of calling terminal according to calling terminal number 138000000000, and for example from self memory device, obtain the real-time locating information in a plurality of candidate answer sides corresponding: (+19 with call center numbers 120, + 20), (+20 ,+21) etc.;
Step 204, obtain the geographic distance information of calling terminal and candidate answer side.
The call center brings the geographical location information of calling terminal and candidate answer side into geographic distance information that following formula calculates calling terminal and candidate answer side:
Wherein, (x
1, x
2..., x
n) be geographical location information with the calling terminal of numeric representation, (y
1, y
2..., y
n) be geographical location information with the candidate answer side of numeric representation, n is the dimension number of the geographical location information of calling terminal and candidate answer side, D
XyBe the geographic distance information of this calling terminal and candidate answer side, this geographic distance information has been described in detail in the foregoing description one, is not giving unnecessary details herein.
When the geographical location information of the calling terminal that obtains is (+18 ,+20), the geographical location information of candidate answer side is (+19 ,+20), (+20 ,+21) etc., and then the computing formula of geographic distance information is the range formula between 2 in 2 dimensional planes in the present embodiment;
Bring the geographical location information of the calling terminal that obtains into formula with the geographical location information of a plurality of candidate answer sides respectively, obtain the geographic distance information of calling terminal and candidate answer side.For example: the candidate answer side that determines when calculative strategy comprises: A
1, A
2, A
3, A
4And A
5, then the range information of calling terminal and above-mentioned 5 candidate answer sides is respectively: D
1, D
2, D
3, D
4And D
5
Step 205, geographical range information is sorted, select a candidate answer side as answer party according to the result of ordering;
To the calling terminal that obtains and the geographic distance information of a plurality of candidate answer sides be: D
1, D
2, D
3, D
4And D
5Sort and obtain: D
3＜D
4＜D
5＜D
1＜D
2If, according to the geographic distance information that calculates according near to order far away, a plurality of candidate answer sides are sorted is: A
3, A
4, A
5, A
1And A
2Ordering is selected at primary candidate answer side A by the call center
3, this candidate answer side A then
3Nearest with the calling terminal geographic distance, as the answer party of this calling; Can not reply because of busy or other reasons if be in primary candidate answer side, connect the inferior near candidate answer side of distance automatically, the rest may be inferred.Also ordering can be selected cis-position in deputy candidate answer side as first in the practice, can make a choice according to rule as long as provide clear and definite rule;
Step 206, send call request message to the answer party selected.
The call center is forwarded to the answer party of selecting with the call request message that calling terminal sends, i.e. candidate answer side A
3At this moment, calling terminal and candidate answer side A
3Connect.
Further, as candidate answer side A
3Because when line be busy or other reasons can not be connected, the call center was from trend geographic distance time near candidate answer side A
4Send call request message, with calling terminal candidate answer side A
4Connect, if candidate answer side A
4Still can not connect, then the rest may be inferred.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
Further, the calling allocation method that present embodiment provides can also be measured the geographic distance of calling terminal and the real-time candidate answer side that moves, the flexibility that has improved calling allocation method in real time.
Can realize following two application scenarioss by the calling allocation method that present embodiment provides:
First application scenarios: the seat personnel of the candidate answer side that user's urgent need of calling terminal and its geographic distance are nearest is to relief in fact.
At first, the user of calling terminal sends call request message by calling terminal to the call center, carries calling terminal number 138000000000 and call center numbers 120 in this call request message.Calling is obtained and calling terminal number 138000000000 corresponding geographical location information (+18 from the communications service provider's that is connected with the call center User Information Database, + 20), from the memory device of self, match the geographical location information of a plurality of candidate answer sides corresponding again with this call center numbers 120, as: (+19, + 20), (+20 ,+21) etc.The computing formula of bringing the geographical location information of the geographical location information of above-mentioned calling terminal and candidate answer side into geographic distance
Can obtain the geographic distance information of this calling terminal and a plurality of candidate answer sides.Afterwards, the call center sorts to a plurality of geographic distance information that calculate, if according near to order far away, then the call center selects ordering to connect with calling terminal in primary candidate answer side.This candidate answer side is nearest with the calling terminal geographic distance, the seat personnel of this candidate answer side is the most familiar to street, the surrounding enviroment of the user community of living in of this calling terminal, can satisfy the user's of calling terminal demand, the user who in the shortest time, arrives calling terminal at one's side, to relief in fact.By in this scene, using the calling allocation method that present embodiment provides, the geographic distance of calling terminal and candidate answer side can be carried out refinement, improved promptness to acute disease patient relief.
Second application scenarios, the ambulance that the user of calling terminal is badly in need of and its geographic distance is nearest is to relief in fact, candidate answer side is arranged on the ambulance, the ambulance that moves reports the geographical location information of self in real time to the call center by communication terminal in real time, this geographical location information can be locating information, for example: GPS information, Big Dipper navigation positioning system information etc.Identical with above-mentioned first scene, after the call center receives call request message, obtain the geographical location information of calling terminal according to calling terminal number 138000000000, and from self memory device, obtain a plurality of candidate answer sides real-time locating information corresponding, the computing formula of bringing the locating information of the geographical location information of above-mentioned calling terminal and candidate answer side into geographic distance with call center numbers 120
Can obtain the geographic distance information of this calling terminal and a plurality of candidate answer sides.Afterwards, the call center sorts to a plurality of geographic distance information that calculate, if according near to order far away, then the call center selects ordering to connect with calling terminal in primary candidate answer side.This candidate answer side is nearest with the calling terminal geographic distance, thereby has realized that calling terminal can obtain the relief of ambulance in the shortest time.By in this scene, using the calling allocation method that present embodiment provides, can measure the geographic distance of calling terminal and the real-time candidate answer side that moves in real time, the flexibility that has improved calling allocation method.
The schematic flow sheet of the calling allocation method that Fig. 3 provides for the embodiment of the invention three, the calling allocation method that present embodiment provides based on the foregoing description one, detailed description is according to the logical reach information of calling terminal and candidate answer side, selects the process with the nearest candidate answer side of this calling terminal logical reach.As shown in Figure 3, present embodiment can may further comprise the steps:
Wherein, the number that carries calling terminal in the call request message as: 138000000000, call center numbers as: 120 etc.; Calling terminal can be fixed telephone terminal or portable terminal, and for example: terminal equipments such as landline telephone, mobile phone, PDA can also be terminal equipment that can access network, for example: hand-held terminal, mobile phone etc.;
After the call center receives the call request message of calling terminal, according to the calling terminal number of carrying in this call request message: 138000000000, from memory device that the call center connects match and this calling terminal number: the positional information of 138000000000 corresponding calling terminals.
In the present embodiment, in order to obtain the logical reach information of calling terminal and candidate answer side, the positional information of calling terminal comprises: the geographical location information of the geographical location information of calling terminal, logical location information or calling terminal and logical location information.The geographical location information of this calling terminal, the included information word of logical location information have been described in detail in the foregoing description one, are not giving unnecessary details herein.The positional information of this calling terminal according to preset rules with numeric representation, be stored in memory device that the call center is connected in, this memory device can be communications service provider's User Information Database, also can be the self-contained memory in call center;
After the call center receives the call request message of calling terminal, according to the call center numbers of carrying in this call request message: 120 match the positional information of a plurality of candidate answer sides corresponding with this call center numbers from memory device.
Wherein, the included information word of the logical location information of candidate answer side or the geographical location information of candidate answer side and logical location information is described in detail in the foregoing description one, is not giving unnecessary details herein.The positional information of this calling terminal, is stored in the memory device of call center with numeric representation according to preset rules;
304,, obtain the logical reach information of calling terminal and candidate answer side according to the positional information of calling terminal.
The call center brings the positional information of calling terminal and candidate answer side into logical reach information that following formula calculates calling terminal and candidate answer side:
Wherein, (x
1, x
2..., x
n) be positional information with the calling terminal of numeric representation, this positional information comprises: the geographical location information of the geographical location information of calling terminal, logical location information or calling terminal and logical location information.(y
1, y
2..., y
n) be positional information with the candidate answer side of numeric representation, this positional information comprises: the logical location information of candidate answer side or the geographical location information of candidate answer side and logical location information.N is the dimension number of the geographical location information of calling terminal and candidate answer side, D
XyBe the logical reach information of this calling terminal and candidate answer side, this logical reach information has been described in detail in the foregoing description one, is not giving unnecessary details herein.
When the positional information of calling terminal comprises: geographical location information: east longitude 18 degree, north latitude 20 degree; Logical location information: 25 years old age, schooling undergraduate education with numeric representation are: (+18 ,+20,25,4), and then the computing formula of logical reach information is the range formula between 2 in the 4 dimension Virtual Spaces in the present embodiment:
Bring the positional information of the calling terminal that obtains into formula with the positional information of a plurality of candidate answer sides respectively, obtain the logical reach information of calling terminal and candidate answer side.For example: the candidate answer side that determines when calculative strategy comprises: A
1, A
2, A
3, A
4And A
5, then the range information of calling terminal and above-mentioned 5 candidate answer sides is respectively: D
1, D
2, D
3, D
4And D
5
To the calling terminal that obtains and the logical reach information of a plurality of candidate answer sides be: D
1, D
2, D
3, D
4And D
5Sort and obtain: D
3＜D
4＜D
5＜D
1＜D
2If, according to the logical reach information that calculates according near to order far away, a plurality of candidate answer sides are sorted is: A
3, A
4, A
5, A
1And A
2Ordering is selected at primary candidate answer side A by the call center
3, this candidate answer side A then
3Nearest with the calling terminal logical reach, as the answer party of this calling.Can not reply because of busy or other reasons if be in primary candidate answer side, connect the inferior near candidate answer side of distance automatically, the rest may be inferred.Also ordering can be selected cis-position in deputy candidate answer side as first in the practice, can make a choice according to rule as long as provide clear and definite rule;
The call center is forwarded to the candidate answer side A nearest with the calling terminal logical reach with the call request message that calling terminal sends
3At this moment, calling terminal and candidate answer side A
3Connect.
Further, as candidate answer side A
3Because when line be busy or other reasons can not be connected, the call center was from trend logical reach time near candidate answer side A
4Send call request message, with calling terminal candidate answer side A
4Connect, if candidate answer side A
4Still can not connect, then the rest may be inferred.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
Further, different problems according to the required solution of user of calling terminal, determine the dimension number in the positional information of calling terminal and candidate answer side and the span of each dimension by preset rules, can find out the user's of the most suitable solution calling terminal the candidate answer side of problem.Describe by following application scenarios:
First application scenarios, the user of calling terminal is badly in need of sole duty provides the seat personnel of this Community Counseling to converse, the geographical location information of then a plurality of candidate answer sides is identical, by logical location information in the positional information that sets in advance candidate answer side, for example: the geographical location information of a plurality of candidate answer sides all is (+19, + 20), be respectively by the logical location information that sets in advance candidate answer side: (+20, + 21), (+30, + 31) etc., make the seat personnel of each candidate answer side from the different communities that are in the city in logic.
At first, the call center obtains the geographical location information of the calling terminal corresponding with calling terminal number 138000000000 in the call request message, obtains the logical location information of a plurality of candidate answer sides corresponding with call center numbers 120 again.The computing formula of bringing the logical location information of the geographical location information of above-mentioned calling terminal and candidate answer side into logical reach
Can obtain the logical reach information of this calling terminal and a plurality of candidate answer sides.Afterwards, the call center sorts to a plurality of logical reach information that calculate, if according near to order far away, then the call center selects ordering to connect with calling terminal in primary candidate answer side.This candidate answer side is nearest with the calling terminal logical reach, makes calling terminal provide the seat personnel of this Community Counseling to converse with sole duty.By in this scene, using the calling allocation method that present embodiment provides, can realize demand according to the calling terminal user, adjust the logical location information of candidate answer side in advance, improve user's satisfaction.
Second application scenarios, the calling terminal user need seek advice from nearby can buy certain medicine, and a plurality of candidate answer can be with by counseling services.Then the call center obtains the geographical location information and the logical location information of the calling terminal corresponding with calling terminal number 138000000000 in the call request message, for example: geographical location information: geographical location information: east longitude 18 degree, north latitude 20 degree are (+18 ,+20) with numeric representation; Logical location information: the age is that 25 years old, schooling are that undergraduate education, ill kind are gastrointestinal disease, is (25,4,3) with numeric representation, and then the positional information of calling terminal with numeric representation is: (+18 ,+20,25,4,3).Obtain the geographical location information and the logical location information of a plurality of candidate answer sides corresponding with call center numbers 10086 again, for example: the geographical location information of one of them candidate answer side is: east longitude 19 degree, and north latitude 21 degree are (+19 ,+21) with numeric representation; The logical location information of this candidate answer side is: the age be 26 years old, schooling by the master, learned specialty and be clinical medicine, be (+19 ,+21,26,5,1) with numeric representation.With the computing formula of bringing range information into above-mentioned calling terminal with positional information candidate answer side
Can obtain the range information of this calling terminal and a plurality of candidate answer sides.Afterwards, the call center sorts to a plurality of logical reach information that calculate, if according near to order far away, then the call center selects ordering to connect with calling terminal in primary candidate answer side.This candidate answer side is nearest with the calling terminal logical reach, because the user of calling terminal and the seat personnel geographic distance of living in of this candidate answer side are nearest, and the age, information such as educational background are similar, therefore the seat personnel of this candidate answer side can be smooth and easy with the user communication of calling terminal, the problem that the user of the most suitable this calling terminal of answer proposes.By in this scene, using the calling allocation method that present embodiment provides, can realize the information word of different positional informations is made up, satisfy requirements of different users.
The 3rd application scenarios, the calling allocation method that present embodiment is provided is applied in Web Community's friend-making, the calling terminal user wishes to seek the opinion of the partner with identical hobby from Web Community, it is alternative that the seat personnel of a plurality of candidate answer sides in the Web Community can provide.
The call center is according to the IP address of calling terminal in the call request message: 198.162.10.1 obtains the logical location information of calling terminal: the motion of liking is a tennis, with numeric representation is 3, Web Community according to call center in the call request message identifies again: inside Yahoo matches and the logical location information that is in a plurality of candidate answer sides in the inside Yahoo, for example: the logical location information of one of them candidate answer side: the motion of liking is a basketball, is 1 with numeric representation.Bring the logical location information of above-mentioned calling terminal and the logical location information of candidate answer side the computing formula D of logical reach information into
Xy=(y
1-x
1), can obtain the logical reach information of this calling terminal and a plurality of candidate answer sides.Afterwards, the call center sorts to a plurality of logical reach information that calculate, if according near to order far away, then the call center selects ordering to be connected by network with calling terminal in primary candidate answer side.This candidate answer side is nearest with calling terminal.By in this scene, using the calling allocation method that present embodiment provides, can realize the comparison that quantizes of logical location information with the logical location information of calling terminal and candidate answer side, the seat personnel that has improved the user of the calling terminal with identical or close hobby and candidate answer side becomes good friend's possibility.
The flow process of the calling allocation method that the structural representation of the call distribution device that Fig. 4 provides for the embodiment of the invention four, the call distribution device that present embodiment provides can be used for realizing that the embodiment of the invention shown in Figure 1 provides.Shown in Figure 4, present embodiment call distribution device comprises: receiver module 11, selection module 12 and sending module 13.Wherein, receiver module 11 is used to receive the call request message of calling terminal; Select module 12 to be used for selecting answer party according to the range information of described calling terminal and candidate answer side; Sending module 13 sends described call request message to the described answer party of selecting.
When the call distribution device of present embodiment is worked, at first, when calling terminal makes a call request to the call distribution device of present embodiment, receiver module 11 receives the call request message of this calling terminal, after this, sending module 12 is selected answer party according to the range information of this calling terminal and candidate answer side, and is last, and sending module 13 sends call request message to the answer party of selecting.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
The structural representation of the call distribution device that Fig. 5 provides for the embodiment of the invention five, present embodiment be based on the call distribution device that the foregoing description four provides, the flow process of the calling allocation method that can be used for realizing that the Fig. 2 and the embodiment of the invention shown in Figure 3 provide.As shown in Figure 5, the selection module 12 of present embodiment call distribution device further comprises: first acquiring unit 121 and second acquisition unit 122.Wherein, first acquiring unit 121 is used to obtain the positional information of described calling terminal, and this positional information comprises: the geographical location information of the geographical location information of calling terminal, logical location information or calling terminal and logical location information; Second acquisition unit 122 is used to obtain the positional information of described candidate answer side, and this positional information comprises: the geographical location information of the geographical location information of candidate answer side, logical location information or calling terminal and logical location information.
Further, the selection module 12 of present embodiment call distribution device also comprises: computing unit 123 is used for according to the positional information of calling terminal and obtains the positional information calculation calling terminal of candidate answer side and the range information of candidate answer side.
Further, present embodiment call distribution device also comprises: sequencing unit 124 is used to the information of adjusting the distance and sorts.
When the call distribution device of present embodiment is worked, at first, when calling terminal when the call distribution device of present embodiment makes a call request, receiver module 11 receives this calling sent by calling terminal request message, carry calling terminal number and call center numbers in this call request message, afterwards, first acquiring unit 121 in the selection module 12 obtains the positional information of this calling terminal according to calling terminal number, second acquisition unit 122 will obtain the positional information of this candidate answer side according to call center numbers, and computing unit 123 is brought the positional information of calling terminal and candidate answer side into range information that following formula calculates calling terminal and candidate answer side:
Wherein, (x
1, x
2..., x
n) be the positional information of calling terminal, (y
1, y
2..., y
n) be the positional information of candidate answer side, n is the dimension number of the positional information of calling terminal and candidate answer side, D
XyBe the range information of this calling terminal and candidate answer side, this range information can be geographic distance information or logical reach information.After this, select range information that the sequencing unit 124 in the module 12 calculates computing unit 123 according to from closely sorting to order far away, and select ordering in primary candidate answer side, this candidate answer side is nearest with calling terminal, as the answer party of this calling.At last, sending module 13 sends call request message to this answer party.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
The flow process of the calling allocation method that the structural representation of the call distribution system that Fig. 6 provides for the embodiment of the invention six, the call distribution system that present embodiment provides can be used for realizing that the embodiment of the invention shown in Figure 1 provides.Shown in Figure 6, the present embodiment call distribution system comprises: call distribution device 1 and at least one candidate answer side 2.Wherein, this call distribution device 1 is used to receive the call request message of calling terminal, selects answer party according to the range information of described calling terminal and candidate answer side, sends described call request message to the described answer party of selecting; Candidate answer side 2 is used to respond the call request of calling terminal.
When the call distribution system of present embodiment is worked, at first, when calling terminal makes a call request to call distribution device 1, call distribution device 1 receives the call request message of this calling terminal, and select answer party according to the range information of this calling terminal and candidate answer side, at last, call distribution device 1 sends call request message to the answer party of selecting.After candidate answer side 2 receives the call request message of call distribution device 1 forwarding, the call request of response calling terminal.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
The structural representation of the call distribution system that Fig. 7 provides for the embodiment of the invention seven, present embodiment be based on the call distribution system that the foregoing description six provides, the flow process of the calling allocation method that can be used for realizing that the embodiment of the invention shown in Figure 2 provides.As shown in Figure 7, the call distribution device 1 of present embodiment call distribution system further comprises: receiver module 11, selection module 12 and sending module 13.Wherein, receiver module 11 is used to receive the call request message of calling terminal; Select module 12 to be used for selecting answer party according to the range information of described calling terminal and candidate answer side; Sending module 13 sends described call request message to the described answer party of selecting.
When the call distribution system of present embodiment is worked, at first, when calling terminal makes a call when request to call distribution device 1, receiver module 11 in the call distribution device 1 receives the call request message of this calling terminal, after this, sending module 12 is selected answer party according to the range information of this calling terminal and candidate answer side, and is last, and sending module 13 sends call request message to the answer party of selecting.After candidate answer side 2 receives the call request message of call distribution device 1 forwarding, the call request of response calling terminal.
Present embodiment is given call answering side according to distance relation with the call distribution of calling terminal, has improved the demand matching degree to the caller.
One of ordinary skill in the art will appreciate that: all or part of step that realizes said method embodiment can be finished by the relevant hardware of program command, aforesaid program can be stored in the computer read/write memory medium, this program is carried out the step that comprises said method embodiment when carrying out; And aforesaid storage medium comprises: various media that can be program code stored such as ROM, RAM, magnetic disc or CD.
It should be noted that at last: above embodiment only in order to technical scheme of the present invention to be described, is not intended to limit; Although with reference to previous embodiment the present invention is had been described in detail, those of ordinary skill in the art is to be understood that: it still can be made amendment to the technical scheme that aforementioned each embodiment put down in writing, and perhaps part technical characterictic wherein is equal to replacement; And these modifications or replacement do not make the essence of appropriate technical solution break away from the spirit and scope of various embodiments of the present invention technical scheme.
Claims (11)
1. a calling allocation method is characterized in that, comprising:
Receive the call request message of calling terminal;
Range information according to described calling terminal and candidate answer side is selected answer party;
Send described call request message to the described answer party of selecting.
2. method according to claim 1 is characterized in that, described range information comprises: geographic distance information or logical reach information.
3. method according to claim 2 is characterized in that, described range information according to described calling terminal and candidate answer side also comprises before selecting answer party:
Obtain the positional information of described calling terminal, this positional information comprises: the geographical location information of the geographical location information of calling terminal, logical location information or calling terminal and logical location information;
Obtain the positional information of described candidate answer side, this positional information comprises: the geographical location information of the geographical location information of candidate answer side, logical location information or calling terminal and logical location information.
4. method according to claim 3, it is characterized in that, also comprise after the described positional information of obtaining described calling terminal and the described positional information of obtaining described candidate answer side: according to the positional information of described calling terminal with obtain the described calling terminal of positional information calculation of described candidate answer side and the range information of candidate answer side.
5. method according to claim 4 is characterized in that, described range information according to described calling terminal and candidate answer side is selected answer party and comprised:
Range information to described calling terminal and candidate answer side sorts, and the nearest candidate answer side of chosen distance calling terminal is as the answer party of this calling.
6. a call distribution device is characterized in that, comprising:
Receiver module is used to receive the call request message of calling terminal;
Select module, be used for selecting answer party according to the range information of described calling terminal and candidate answer side;
Sending module sends described call request message to the described answer party of selecting.
7. device according to claim 6 is characterized in that, described selection module comprises:
First acquiring unit is used to obtain the positional information of described calling terminal, and this positional information comprises: the geographical location information of the geographical location information of calling terminal, logical location information or calling terminal and logical location information;
Second acquisition unit is used to obtain the positional information of described candidate answer side, and this positional information comprises: the geographical location information of the geographical location information of candidate answer side, logical location information or calling terminal and logical location information.
8. device according to claim 7 is characterized in that, described selection module also comprises:
Computing unit is used for according to the positional information of described calling terminal and obtains the described calling terminal of positional information calculation of described candidate answer side and the range information of candidate answer side.
9. device according to claim 8 is characterized in that, described selection module also comprises:
Sequencing unit is used for described range information is sorted.
10. a call distribution system is characterized in that, comprising: call distribution device and at least one candidate answer side;
Described call distribution device is used to receive the call request message of calling terminal, selects answer party according to the range information of described calling terminal and candidate answer side, sends described call request message to the described answer party of selecting;
Described candidate answer side is used to respond the call request of calling terminal.
11. system according to claim 10 is characterized in that, described call distribution device comprises:
Receiver module is used to receive the call request message of described calling terminal;
Select module, be used for selecting answer party according to the range information of described calling terminal and candidate answer side;
Sending module sends described call request message to the described answer party of selecting.
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| CN200910077559A CN101790008A (en) | 2009-01-22 | 2009-01-22 | Calling allocation method, device and system |
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| CN200910077559A CN101790008A (en) | 2009-01-22 | 2009-01-22 | Calling allocation method, device and system |
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| CN102905219A (en) * | 2012-09-10 | 2013-01-30 | 百度在线网络技术（北京）有限公司 | Method, system, call server and mobile terminal used for reminding user of weather condition |
| CN103428887A (en) * | 2012-05-18 | 2013-12-04 | 中兴通讯股份有限公司 | Method and device for establishing conversation |
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| CN106453980A (en) * | 2016-10-28 | 2017-02-22 | 广东亿迅科技有限公司 | Method and system for increasing call-out prediction accuracy rate on basis of number attribution |
| CN107071160A (en) * | 2017-03-29 | 2017-08-18 | 暨南大学 | A kind of emergent calling method based on mobile intelligent terminal |
| CN107786760A (en) * | 2017-11-01 | 2018-03-09 | 携程旅游网络技术（上海）有限公司 | Call center and its queuing management method, apparatus, electronic equipment, storage medium |
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