CN101924639A - Multi-line support on-line help platform system and implementation method thereof - Google Patents
Multi-line support on-line help platform system and implementation method thereof Download PDFInfo
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- CN101924639A CN101924639A CN200910086446XA CN200910086446A CN101924639A CN 101924639 A CN101924639 A CN 101924639A CN 200910086446X A CN200910086446X A CN 200910086446XA CN 200910086446 A CN200910086446 A CN 200910086446A CN 101924639 A CN101924639 A CN 101924639A
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Abstract
The invention relates to an on-line help platform system and an implementation method thereof. The system comprises a multi-line support on-line help platform, at least one help seeking party device and at least one help providing party device, wherein the multi-line support on-line help platform at least comprises a multi-line queue management device, a scheduling device and a webpage publishing device; and each help seeking party device and each help providing party device at least comprise a web access device. Under the real-time management and monitoring of a plurality of queues such as help seeking, voice, on-screen display and the like on the platform, users and technical support personnel select the queues on the platform, so that a plurality of technical support personnel can provide multi-line support on-line help services such as the on-screen display, voice and the like for a plurality of users; meanwhile, the number of the queues on the platform can be increased with the extension of on-line help service modes, the queues can also be divided into first-line, second-line and third-line support queues according to the service aptitude and professional ability of help providing parties, so that the multi-line support on-line help services and technical support are provided for a large number of users on the Internet and the technical support personnel.
Description
Technical field
The present invention relates to a kind of multi-line support on-line help technology, particularly, the total solution that relates to a kind of multi-line support on-line help, be a kind of multi-line support on-line help platform system and its implementation, it is based upon on the network interconnection technique, and the multi-thread support running environment and the technical support of online help is provided for the side for help on the platform and help side.
Background technology
Along with popularizing of computer and network, the computer that quantity is huge and the network user also vary to the demand of information and service.The problem that the user is soft at IT in order to solve, occur in the hardware operation, most IT is soft, the hardware service merchant need spend suitable manpower and fund is used to provide the after-sales service and the technical support of IT product.
The solution that existing multiple technologies are supported.First kind of technical scheme is on-site support, and wherein the technical support personnel works on subscriber computer to customer site.Second kind of technical scheme is to support the platform call center, and wherein the user states problem to the call-center technology support staff, and the technical support personnel explains how to deal with problems then.The third technical scheme is, use the Screen sharing application program, wherein user and technical support personnel download and install the Screen sharing application program, then, the user opens the Screen sharing application program, and the screen of subscriber computer is sent on technical support personnel's the computer, then, the technical support personnel can tell the operating procedure that the user deals with problems by phone, after perhaps allowing through the user, uses Screen sharing application program remote control user's computer to deal with problems.
The shortcoming that above technical scheme all exists is, the multi-line support on-line help platform that neither one is unified ensures, the mode that solves customer problem is single, can not provide simultaneously with multiple online help supports such as screen, voice according to user and technical support personnel's actual needs.
The patent that our company applied in the past: the 200710002999.3 (applyings date: 2007.2.1, title: a kind of online help plateform system and its implementation) disclose a kind of platform that online help can be provided for users and technical support personnel, and method by condition managing has realized that platform is to service management and technical supports such as the unified Real-Time Scheduling of each user and technical support personnel, monitoring, timing, safety.This application is on the basis of original application, having invented a kind ofly provides with screen for user and technical support personnel, the online help platform of multi-thread support such as voice, by to the formation of seeking help, voice queue, real-time management and monitoring with a plurality of formations such as screen formations, user or technical support personnel can understand all personnel's information on the platform in real time, and from formation, select corresponding techniques support staff or user according to self needs, and online help method of service variation, not only include voice and with the screen mode, can also further expand according to actual needs, thereby can provide multi-line support on-line help business and technical support for the mass users on the Internet and technical support personnel.
Summary of the invention
Technical problem to be solved by this invention is: a kind of multi-line support on-line help platform system and its implementation are provided, platform to seek help, voice, with under the real-time management of a plurality of formations such as screen and monitoring, by user and the technical support personnel selection to formation on the platform, a plurality of technical support personnels can provide with multi-line support on-line help services such as screen, voice for a plurality of users.A kind of online help plateform system is provided among the present invention, comprise multi-line support on-line help platform, at least one side for help's device and at least one help side's device, described multi-line support on-line help platform comprises multi-thread queue management device, dispatching device and webpage distributing device at least, wherein:
Multi-thread queue management device links to each other with dispatching device, webpage distributing device, and the formation that is used for platform is comprised manages;
Dispatching device links to each other with multi-thread queue management device, webpage distributing device, is used for the request message that sends according to side for help or help side, for it selects corresponding help side or side for help;
The webpage distributing device links to each other with multi-thread queue management device, dispatching device, and it is mutual by webpage to be used for platform and side for help's device, help side's device;
Described side for help's device comprises at least: the web access device is used for the website of side for help's device access platform, and carries out alternately with platform;
Described help side's device comprises at least: the web access device is used for the website of help side's device access platform, and carries out alternately with platform;
Described multi-line support on-line help platform, side for help's device and help side's device are by network interconnection.
The present invention also provides a kind of implementation method of multi-line support on-line help platform system, wherein at least one help side's device and at least one side for help's device are connected to multi-line support on-line help platform, described help side's device may further comprise the steps for described side for help's device provides online help:
Step 1: the side for help lands platform;
Step 2: platform upgrades queuing message, and described queuing message is sent to side for help's device;
Step 3: the side for help selects a help side in the formation, initiates the request of seeking help;
Step 4: platform receives the described request of seeking help, and upgrades queuing message, and sends reminder announced message to described help side's device;
Step 5: help side's device receives, shows described reminder announced message; The help side confirms whether to agree to provide online help:
If disagreeing with, the A help side provides online help, then
Platform upgrades queuing message, and transmits help side's refuse information to the side for help, turns to step 3;
If the B help side agrees online help is provided, then
(1), platform upgrades queuing message, and is that side for help's device, help side's device are set up the network connection;
(2), the help side provides online help for the side for help;
(3), the help side sends the service ending request to the side for help, the side for help confirms whether problem solves and finishes:
If a) problem does not solve and finishes, then
1. the help side sends back the request of extension to platform;
2. platform receives described time and hangs solicited message, upgrades queuing message;
3. this flow process finishes;
B) if problem solves to finish, then
1. platform upgrades queuing message, and to user, help side's integration;
2. this flow process finishes.
Compared with prior art, the invention has the beneficial effects as follows:
A kind of multi-line support on-line help platform system is provided, platform can include a plurality of formations, the for example formation of seeking help that forms by side for help or the problem of seeking help, the voice queue that forms by help side that voice service is provided for the side for help or voice helping service and by providing for the side for help with the help side of screen service or the same screen formation that forms with the screen aid service, wherein voice service and same screen service all belong to a kind of method of service of online help, and the number of formation can also increase with the expansion of online help method of service.Coordination and monitoring by multi-line support on-line help platform, the side for help can understand help side or helping service information by voice with the screen formation, and according to self needs selection corresponding online helping service mode, from voice queue or with selecting arbitrary help side the screen formation, accept the online help service that it provides; The help side also can understand the side for help or the problem information of seeking help in real time by the formation of seeking help, and selects arbitrary side for help from the formation of seeking help, for it provides voice or screen service together.The formation that while platform 1 is comprised can also be according to help side's service qualification and professional ability, further be divided into 1 line, 2 lines, 3 lines support formation, and on business, function, expand, can support the mass users on the Internet, satisfy the side for help's of different stage, different desired contents the needs of seeking help.
Description of drawings
Fig. 1 forms structure chart for multi-line support on-line help platform system.
Fig. 2 is the multi-line support on-line help platform deployment diagram.
Fig. 3 is multi-thread queue management structure drawing of device.
Fig. 4 is side for help's structure drawing of device.
Fig. 5 is the online help modular construction figure of side for help's device.
Fig. 6 is help side's structure drawing of device.
Fig. 7 is the online help modular construction figure of help side's device.
Fig. 8 is the side for help selects the help side from formation an online help flow chart.
After Fig. 9 is the identity information checking of platform to the side for help, upgrade the queuing message of platform, and with the flow chart of described queuing message to the transmission of side for help's device.
The display interface schematic diagram of the queuing message that Figure 10 sends for web access device display platform.
Figure 11 checks the display interface schematic diagram of help side's information in the formation for the side for help.
Figure 12 is the help side selects the side for help from formation an online help flow chart.
Embodiment
As shown in Figure 1, multi-line support on-line help platform system is by multi-line support on-line help platform 1, at least one side for help's device 2, at least one help side's device 3 is formed, wherein, the side for help is the user of operation side for help device 2, and the help side is the technical support personnel who helps the side for help to solve practical problem by help side's device 3.Multi-line support on-line help platform system, be meant that platform 1 can include a plurality of formations, the for example formation of seeking help that forms by side for help or the problem of seeking help, the voice queue that forms by help side that voice service is provided for the side for help or voice helping service, and by providing for the side for help with the help side of screen service or the same screen formation that forms with the screen aid service, wherein voice service and same screen service all belong to a kind of method of service of online help, described voice service is that the help side passes through the voice-enabled chat with the side for help, the online help service that helps the side for help to deal with problems is that the help side passes through to share with side for help's device 2 screen pictures with the screen service, the online help service that helps the side for help to deal with problems.By the coordination of multi-line support on-line help platform 1, the side for help can select voice queue or with the help side in the screen formation, accept its voice that provide or screen service together; The help side side for help in the formation that can select to seek help is for it provides voice or with the screen service.Platform 1 can be according to the actual needs of problem of seeking help and online help, the formation number is expanded flexibly, be that the formation that platform 1 is comprised is not limited to the formation of seeking help, voice queue and screen formation together, can also increase other online help service queues, promptly increase other online help methods of service.The formation that while platform 1 is comprised can also further be divided into 1 line, 2 lines, 3 lines support formation again according to help side's service qualification.
As shown in Figure 2, be the physics deployment diagram of multi-line support on-line help platform system.Wherein, multi-line support on-line help platform 1 comprises platform 1 server, database server.Side for help's device 2 and help side's device 3 are connected to multi-line support on-line help platform 1 by network, and side for help's device 2 and help side's device 3 are connected to the network type of multi-line support on-line help platform 1, can be telecommunications network, Broadcasting Cable Network, computer network.Side for help's device 2 and help side's device 3 can be deployed in the consolidated network, also can be deployed in the heterogeneous networks.Side for help's device 2 can be desktop computer, portable computer, cable TV, smart mobile phone, phone, regular handset.Help side's device 3 can be desktop computer, portable computer, smart mobile phone, phone, regular handset.
Multi-line support on-line help platform 1 includes multi-thread queue management device 11, user management device 12, dispatching device 13, service jockey 14, webpage distributing device 15, short message service device 16, mail service device 17, background management device 18 and maintenance device 19 at least.
Multi-thread queue management device 11 links to each other with dispatching device 13, webpage distributing device 15, is used for the formation that platform 1 is comprised is managed, and described formation includes the formation of seeking help, voice queue and screen formation together at least.
User management device 12 links to each other with dispatching device 13, service jockey 14, webpage distributing device 15, is used for the side for help on the platform 1, help side's personal information is managed.
Dispatching device 13, link to each other with multi-thread queue management device 11, user management device 12, dispatching device 13, service jockey 14, webpage distributing device 15, short message service device 16, mail service device 17, be used for the request message that sends according to side for help or help side, for it selects corresponding help side or side for help.
Service jockey 14 links to each other with user management device 12, dispatching device 13, maintenance device 19, is used to set up the connection between platform 1, side for help's device 2 and help side's device 3 threes, and coordinates the information interaction between the three.
Webpage distributing device 15 links to each other with multi-thread queue management device 11, user management device 12, dispatching device 13, background management device 18, is used for platform 1 and side for help's device 2, help side's device 3 is mutual by webpage.
Short message service device 16 links to each other with dispatching device 13, is used for platform 1 and passes through short message interacting with side for help's device 2, help side's device 3.
Mail service device 17 links to each other with dispatching device 13, is used for platform 1 and side for help's device 2, help side's device 3 is mutual by mail.
Background management device 18 links to each other with webpage distributing device 15, is used to discern administrator right, and according to described authority platform 1 data is conducted interviews, adds up.
Maintenance device 19, link to each other with service jockey 14, be used to receive the online help process record that described help side's device 3 provides for described side for help's device 2, described side for help to the evaluation information of service process and described help side summary information, and store service process.
As shown in Figure 3, multi-thread queue management device 11 include classification element 111, the queue management device 112 of seeking help, voice queue management component 113 and with screen queue management parts 114.Wherein,
The queue management device 112 of seeking help is used for the formation of seeking help is managed, and the formation of seeking help is made up of a plurality of sides for help and a plurality of problem of seeking help of platform 1.
Voice queue management component 113 is used for voice queue is managed, and voice queue is made up of a plurality of voice help sides and a plurality of voice service of platform 1.
With screen queue management parts 114, be used for managing with the screen formation, voice queue is made up of with screen aid side and the service of a plurality of screen together a plurality of of platform 1.
As shown in Figure 4, be the composition structure chart of side for help's device 2, described side for help's device 2 comprises service link 21, online help parts 22, web access device 23, wherein
Service link 21 links to each other with online help parts 22, web access device 23, is used to realize communicating by letter of 1 on described side for help's device 2 and described help side's device 3, platform, and carries out information interaction.
Online help parts 22 link to each other with service link 21, and being used to accept described help side's device 3 provides online help services such as voice, same screen for described side for help's device 2.
As shown in Figure 5, online help parts 22 include with screen unit 221, voice unit 222, note unit 223, video unit 224, electronic whiteboard unit 225, BBS unit 226, instant message unit 227, mail units 228.Wherein,
With screen unit 221, be used to gather the screen message of side for help's device 2, and be sent to service link 21, send to help side's device 3; And be used on side for help's device 2 carrying out the mouse control information that help side's device 3 sends.
Note unit 223 is used for side for help and help side and carries out short message interacting, includes literal, multimedia message, voice SMS etc.
As shown in Figure 6, be the composition structure chart of help side's device 3, described help side's device 3 comprises service link 31, online help parts 32, web access device 33, wherein,
Service link 31 links to each other with online help parts 32, web access device 33, is used to realize communicating by letter of 1 on described side for help's device 2 and described help side's device 3, platform, and carries out information interaction.
Online help parts 32 link to each other with service link 31, and being used for described help side's device 3 provides online help services such as voice, same screen for described side for help's device 2.
As shown in Figure 7, online help parts 32 include with screen unit 321, voice unit 322, note unit 323, video unit 324, electronic whiteboard unit 325, BBS unit 326, instant message unit 327, mail units 328.Wherein,
With screen unit 321, be used to receive the screen message that side for help's device 2 sends, and be presented on help side's device 3; And the mouse action information of gathering help side's device 3, and to the described mouse action instruction of side for help's device 2 transmissions.
Note unit 323 is used for side for help and help side and carries out short message interacting, includes literal, multimedia message, voice SMS etc.
The side for help can oneself select a help side in voice queue or the formation of same screen, to its initiation request of seeking help, and accept the online help service that it provides, as shown in Figure 8, the present invention supports the side for help to select help side's online help service procedure from formation, and concrete steps are as follows:
Step 1: the side for help lands platform 1 (step S1001).
The side for help is by the web access device of side for help's device 2, and the input username and password lands platform 1 website.
Step 2: 1 couple of side for help's of platform identity information is verified, upgrades the queuing message of platform 1 by verifying the back, and described queuing message is sent (step S1002) to side for help's device 2.As shown in Figure 9:
(1), 12 couples of side for helps' of user management device of platform 1 identity information verifies, by notifying multi-thread queue management device 11 and webpage distributing device 15 (step S2001) after the checking.
(2), the multi-thread queue management device of platform 1 11 upgrades the queuing message of platforms 1, webpage distributing device 15 is to side for help's device 2 transmit queue information (step S2002).
Queuing message includes the queuing message of seeking help, voice queue information and shields queuing message together, the queuing message of wherein seeking help includes the side for help's information and the problem information of seeking help, and side for help's information includes information such as side for help's possession, rank (common or VIP), phone, state (in off-line, free time, the request of seeking help, in the service), integration; The problem information of seeking help includes the information such as classification, time, description, solution process, state (in the solution, return and hang, solve) of the problem of seeking help; Help side's information includes information such as telephone number, qualification, rank, speciality, integration, state (in off-line, free time, the service request, in the service), historical service log; Helping service information includes information such as classification, time, description, solution process, state (in the solution, return and hang, solve), user's evaluation of the problem of seeking help.
The classification element 111 of multi-thread queue management device 11 receives the notification message that user management device 12 sends, and after classifying, described notification message is forwarded to the queue management device 112 of seeking help.The queue management device 112 of seeking help increases the side for help in the formation of seeking help, described side for help's state is " free time ".
(3), the described queuing message (step S2003) that web access device 23 receives and display platform 1 sends of side for help's device 2.As shown in figure 10, be the display interface schematic diagram of described web access device 23.
Step 3: the side for help selects a help side in the formation, initiates the request of seeking help (step S1003).The side for help can check the help side's details in the described formation, by mouse being moved to voice queue or with on the some help sides in the screen formation, showing this help side's information on the interface automatically, as shown in figure 11.
Step 4: platform 1 receives the described request of seeking help, and upgrades queuing message, and sends reminder announced message (step S1004) to described help side's device 3, and concrete steps are as follows:
(1), the webpage distributing device 15 of platform 1 receives and transmits the described request of seeking help to multi-thread queue management device 11, dispatching device 13.
(2), multi-thread queue management device 11 upgrades described queuing message, dispatching device 13 sends the reminder announced message to described help side's device 3.Multi-thread queue management device 11 is updated to side for help's state " in the request of seeking help "
Dispatching device 13 can be with mode reminder announced help sides such as voice, note, instant message, webpage, mails.
Step 5: help side's device 3 receives, shows described reminder announced message (step S1005).The service link 31 of help side's device 3 is forwarded in the correlation unit of online help parts 32 according to described type of message, and message is speech message as described, then is forwarded to voice unit 322, if instant message then is forwarded to instant message unit 327.The help side confirms whether to agree to provide online help (step S1006):
If disagreeing with, the A help side provides online help, then
Platform 1 upgrades queuing message, and transmits help side's refuse information (step S1007) to the side for help, turns to step 3.The state that multi-thread queue management device 11 upgrades described side for help is " free time ".
If the B help side agrees online help is provided, then
(1), platform 1 upgrades queuing message, and is that side for help's device 2, help side's device 3 are set up network connection (step S1008).The dispatching device 13 notification service jockeys 14 of platform 1 are set up network for side for help's device 2, help side's device 3 and are connected, the state of notifying multi-thread queue management device 11 to upgrade described side for help and help side is " in the service ", and the state of the problem of seeking help and helping service is " in the solution ".
(2), the help side provides online help (step S1009) for the side for help.Help side's information that the side for help can also be provided according to platform 1 is dialed help side's phone, carries out voice with the help side and links up.
(3), the help side to the side for help send the service ending request (step S1010), the side for help confirms whether problem solves finish (step S1011)
If a) problem does not solve and finishes, then
1. help side record, upload service process, and send back to hang to platform 1 and ask (step S1012).
2. platform 1 receives described time and hangs solicited message, upgrades queuing message (step S1013).Maintenance device 19 reception service process records, dispatching device 13 receives described time and hangs request, and the state of notifying multi-thread queue management device 11 to upgrade described side for help, help side is that the state of " in the free time ", the problem of seeking help, helping service is " return and hang ".
3. this flow process finishes (step S1015).
B) if problem solves to finish, then
1. platform 1 receives described service end, upgrades queuing message, and to user, help side's integration (step S1014).Maintenance device 19 receives the service process record, dispatching device 13 receives described service end, the state of notifying multi-thread queue management device 11 to upgrade described side for help and help side is that the state of " in the free time ", the problem of seeking help and helping service is " solving " and 12 couples of sides for help of user management device, help side's integration.
2. this flow process finishes (step S1015).
The help side side for help in the formation that also can oneself select to seek help, initiate to help request to it, and for it provides online helping service, as shown in figure 12, side for help's online help service procedure is selected by collaboration side of the present invention from the formation of seeking help, concrete steps are as follows:
Step 1: the help side lands platform 1 (step S3001).
The help side is by the web access device 33 of help side's device 3, and the input username and password lands platform 1 website.
Step 2: 1 couple of help side's of platform identity information is verified, upgrades the queuing message of platform 1 by verifying the back, and described queuing message is sent (step S3002) to help side's device 3.Multi-thread queue management device 11 increases the help side in formation, and the state that upgrades described help side is " free time ".
Step 3: the help side selects a side for help in the formation, initiates service request (step S3003).The help side searches for, checks the side for help who is comprised in the formation of seeking help and the problem of seeking help, and selects the seek help problem of one of them state for " return and hang ", and initiates service request to described side for help.
Step 4: platform 1 receives described service request, upgrades queuing message, and sends reminder announced message (step S3004) to described side for help's device 2.Dispatching device 13 can be with mode reminder announced sides for help such as voice, note, instant message, webpage, mails.The state that multi-thread queue management device 11 upgrades described help side is " in the service request ",
Step 5: side for help's device 2 receives, shows described reminder announced message (step S3005).The service link 22 of side for help's device 2 is forwarded in the correlation unit of online help parts 22 according to described type of message, and message is speech message as described, then is forwarded to voice unit 222, if instant message then is forwarded to instant message unit 227.The side for help confirms whether to agree to accept online help (step S3006):
If disagreeing with, the A side for help accepts online help, then
Platform 1 upgrades queuing message, and transmits side for help's refuse information (step S3007) to the help side, turns to step 3.The state that multi-thread queue management device 11 upgrades described help side is " free time ".
If the B side for help agrees online help is provided, then
(1), platform 1 upgrades queuing message, and is that side for help's device 2, help side's device 3 are set up network connection (step S3008).The dispatching device 13 notification service jockeys 14 of platform 1 are set up network for side for help's device 2, help side's device 3 and are connected, the state of notifying multi-thread queue management device 11 to upgrade described side for help and help side is " in the service ", and the state of the problem of seeking help and helping service is " in the solution ".
(2), the help side provides online help (step S3009) for the side for help.
It should be noted last that above embodiment is only in order to explanation and unrestricted technical scheme described in the invention; Therefore, although this specification has been described in detail the present invention with reference to the above embodiments,, those of ordinary skill in the art should be appreciated that still and can make amendment or replacement to the present invention with being equal to; And all do not break away from the technical scheme and the improvement thereof of the spirit and scope of the present invention, and it all should be encompassed in the middle of the claim scope of the present invention.
Claims (10)
1. multi-line support on-line help platform system, comprise multi-line support on-line help platform, at least one side for help's device and at least one help side's device, it is characterized in that, described multi-line support on-line help platform comprises multi-thread queue management device, dispatching device and webpage distributing device at least, wherein:
Multi-thread queue management device links to each other with dispatching device, webpage distributing device, and the formation that is used for platform is comprised manages;
Dispatching device links to each other with multi-thread queue management device, webpage distributing device, is used for the request message that sends according to side for help or help side, for it selects corresponding help side or side for help;
The webpage distributing device links to each other with multi-thread queue management device, dispatching device, and it is mutual by webpage to be used for platform and side for help's device, help side's device;
Described side for help's device comprises at least:
The web access device is used for the website of side for help's device access platform, and carries out alternately with platform;
Described help side's device comprises at least:
The web access device is used for the website of help side's device access platform, and carries out alternately with platform;
Described multi-line support on-line help platform, side for help's device and help side's device are by network interconnection.
2. a kind of multi-line support on-line help platform system according to claim 1 is characterized in that, described multi-thread queue management device comprises at least:
Classification element is used for the side for help to platform, the problem of seeking help, voice help side, voice service, with screen aid side, classify with the screen service, and enters the formation of seeking help, voice queue or with in the screen formation;
The queue management device of seeking help is used for the formation of seeking help is managed;
Voice queue management component is used for voice queue is managed;
With screen queue management parts, be used for managing with the screen formation;
Described side for help's device also comprises:
The online help parts, being used to accept described help side's device provides online helping service for described side for help's device;
Described help side's device also comprises:
The online help parts, being used for described help side's device provides online helping service for described side for help's device.
3. a kind of multi-line support on-line help platform system according to claim 1 is characterized in that, described multi-line support on-line help platform can also comprise:
The user management device is used for the side for help on the platform, help side's personal information is managed.
4. a kind of multi-line support on-line help platform system according to claim 1 is characterized in that, described multi-line support on-line help platform also can comprise:
The service jockey is used to set up the connection between platform, side for help's device and the help side's device three, and coordinates the information interaction between the three;
Described side for help's device also comprises:
The service link is used to realize communicating by letter between described side for help's device and described help side's device, platform, and carries out information interaction;
Described help side's device also comprises:
The service link is used to realize communicating by letter between described side for help's device and described help side's device, platform, and carries out information interaction.
5. a kind of multi-line support on-line help platform system according to claim 1 is characterized in that, described multi-line support on-line help platform also can comprise:
Background management device is used to discern administrator right, and according to described authority platform data is conducted interviews, adds up;
Maintenance device is used to receive the online help process record that described help side's device provides for described side for help's device, described side for help to the evaluation information of service process and the described help side summary information to service process, and stores.
6. a kind of multi-line support on-line help platform system according to claim 1 is characterized in that, described multi-line support on-line help platform also can comprise:
The short message service device is used for platform and side for help's device, help side's device passes through short message interacting;
The mail service device, it is mutual by mail to be used for platform and side for help's device, help side's device;
The online help parts of described side for help's device further comprise:
With the screen unit, be used to gather the screen message of side for help's device, and be sent to the service link, send to help side's device; And be used on side for help's device carrying out the mouse control information that help side's device sends;
Voice unit is used for side for help and help side and uses landline telephone, the networking telephone, mobile phone to carry out interactive voice;
The note unit is used for side for help and help side and carries out short message interacting, includes literal, multimedia message, voice SMS;
Video unit is used for side for help and help side and uses camera, camera to carry out video interactive;
The electronic whiteboard unit is used for side for help and help side and uses electronic whiteboard to carry out alternately;
The BBS unit is used for side for help and help side and uses BBS to carry out alternately;
The instant message unit is used for the instant character message that side for help and help side be similar to QQ, msn and carries out alternately;
Mail units is used for side for help and help side and uses mail to carry out alternately;
The online help parts of described help side's device further comprise:
With the screen unit, be used to receive the screen message that side for help's device sends, and be presented on help side's device; And the mouse action information of gathering help side's device, and send described mouse action instruction to side for help's device;
Voice unit is used for side for help and help side and uses landline telephone, the networking telephone, mobile phone to carry out interactive voice;
The note unit is used for side for help and help side and carries out short message interacting, includes literal, multimedia message, voice SMS;
Video unit is used for side for help and help side and uses camera, camera to carry out video interactive;
The electronic whiteboard unit is used for side for help and help side and uses electronic whiteboard to carry out alternately;
The BBS unit is used for side for help and help side and uses BBS to carry out alternately;
The instant message unit is used for the instant character message that side for help and help side be similar to QQ, msn and carries out alternately;
Mail units is used for side for help and help side and uses mail to carry out alternately.
7. the implementation method of a multi-line support on-line help platform system, wherein at least one help side's device and at least one side for help's device are connected to multi-line support on-line help platform, described help side's device is characterized in that for described side for help's device provides online help, may further comprise the steps:
Step 1: the side for help lands platform;
Step 2: platform upgrades queuing message, and described queuing message is sent to side for help's device;
Step 3: the side for help selects a help side in the formation, initiates the request of seeking help;
Step 4: platform receives the described request of seeking help, and upgrades queuing message, and sends reminder announced message to described help side's device;
Step 5: help side's device receives, shows described reminder announced message; The help side confirms whether to agree to provide online help:
If disagreeing with, the A help side provides online help, then
Platform upgrades queuing message, and transmits help side's refuse information to the side for help, turns to step 3;
If the B help side agrees online help is provided, then
(1), platform upgrades queuing message, and is that side for help's device, help side's device are set up the network connection;
(2), the help side provides online help for the side for help;
(3), the help side sends the service ending request to the side for help, the side for help confirms whether problem solves and finishes:
If a) problem does not solve and finishes, then
1. the help side sends back the request of extension to platform;
2. platform receives described time and hangs solicited message, upgrades queuing message;
3. this flow process finishes;
B) if problem solves to finish, then
1. platform upgrades queuing message, and to user, help side's integration;
2. this flow process finishes.
8. method according to claim 7 is characterized in that, described step (2) further includes following steps:
(1), the user management device of platform verifies side for help's identity information, by notifying multi-thread queue management device and webpage distributing device after the checking;
(2), the multi-thread queue management device of platform upgrades queuing message, the webpage distributing device is to side for help's device transmit queue information;
(3), the described queuing message that the web access device of side for help's device receives and display platform sends.
9. method according to claim 7 is characterized in that, described step (4) further includes following steps:
(1), the web page access device of platform receives and transmits the described request of seeking help to multi-thread queue management device, dispatching device;
(2), multi-thread queue management device upgrades queuing message, dispatching device sends reminder announced message to described help side's device.
10. method according to claim 7 is characterized in that, also includes following steps:
Step 1: the help side lands platform;
Step 2: platform upgrades queuing message, and described queuing message is sent to help side's device;
Step 3: the help side selects a side for help in the formation, initiates service request;
Step 4: platform receives described service request, upgrades queuing message, and sends reminder announced message to described side for help's device;
Step 5: side for help's device receives, shows described reminder announced message, and the side for help confirms whether to agree to accept online help:
If disagreeing with, the A side for help accepts online help, then
Platform upgrades queuing message, and transmits side for help's refuse information to the help side, turns to step 3;
If the B side for help agrees online help is provided, then
(1), platform upgrades queuing message, and is that side for help's device, help side's device are set up the network connection;
(2), the help side provides online help for the side for help.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200910086446XA CN101924639A (en) | 2009-06-12 | 2009-06-12 | Multi-line support on-line help platform system and implementation method thereof |
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| Application Number | Priority Date | Filing Date | Title |
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| CN200910086446XA CN101924639A (en) | 2009-06-12 | 2009-06-12 | Multi-line support on-line help platform system and implementation method thereof |
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| Publication Number | Publication Date |
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| CN101924639A true CN101924639A (en) | 2010-12-22 |
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102694788A (en) * | 2012-03-07 | 2012-09-26 | 张春晓 | Method and system for providing client side remote service from server side |
| CN104599140A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Electronic commerce shopping guide system |
| CN110519396A (en) * | 2019-09-27 | 2019-11-29 | 福建师范大学 | A kind of mutual assistance system and method based on remote service |
-
2009
- 2009-06-12 CN CN200910086446XA patent/CN101924639A/en active Pending
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102694788A (en) * | 2012-03-07 | 2012-09-26 | 张春晓 | Method and system for providing client side remote service from server side |
| CN102694788B (en) * | 2012-03-07 | 2014-08-13 | 张春晓 | Method and system for providing client side remote service from server side |
| CN104599140A (en) * | 2015-01-09 | 2015-05-06 | 西安融成科技有限公司 | Electronic commerce shopping guide system |
| CN110519396A (en) * | 2019-09-27 | 2019-11-29 | 福建师范大学 | A kind of mutual assistance system and method based on remote service |
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Application publication date: 20101222 |