CN104333667B - Method and device for determining telephone traffic state - Google Patents
Method and device for determining telephone traffic state Download PDFInfo
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- CN104333667B CN104333667B CN201310309246.2A CN201310309246A CN104333667B CN 104333667 B CN104333667 B CN 104333667B CN 201310309246 A CN201310309246 A CN 201310309246A CN 104333667 B CN104333667 B CN 104333667B
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Abstract
The invention discloses a method for determining a telephone traffic state. The method comprises the following steps: when change of the telephone traffic state of an agent is detected, updating the current telephone traffic state of the agent to the changed telephone traffic state; and informing other agents of the updated telephone traffic state of the agent. Meanwhile, the invention further discloses a device for determining the telephone traffic state. Through adoption of the method and the device, automatic update of the telephone traffic state of the agent can be realized; a basis is laid for business handling of an attendant desk; and the business handling waiting time is shortened. Meanwhile, business handling becomes easier and more user-friendly; the user satisfaction is enhanced; and the demand of increasing telephone traffic business is met.
Description
Technical Field
The present invention relates to a communication technology of a telephone traffic system, and in particular, to a method and an apparatus for determining a telephone traffic state.
Background
In a conventional attendant system, the traffic state of an agent (operator) is classified into only busy or idle. Because the division of the traffic state is limited to the busy state or the idle state, the traditional attendant console system has the following defects when receiving the services such as calling, calling and transferring, etc.:
1) the seat A at the terminal side receives the incoming call service of the user 1, but because the seat A is not familiar with the service and cannot answer the question posed by the user 1 correctly, the seat A wants to forward the incoming call service of the user 1 to other seats familiar with the service, but because the seat A cannot observe the traffic state of other seats, the incoming call of the user 1 can be forwarded to another seat which is idle but is not familiar with the service; alternatively, even if a seat that is familiar with the service is forwarded, there is a possibility that the seat may not necessarily be in an idle state. The two switching situations both cause inconvenience of the user 1 and easily cause discontented emotion to the user.
2) After receiving the telephone traffic state switching request message reported by the seat, the server in the existing attendant console system directly updates the telephone traffic state of the seat into the telephone traffic state carried in the switching request message without considering the actual service state of the seat at the moment. For example, the agent a is accepting a service, but wants to switch to an idle state, and reports a switch request message carrying an idle traffic state to the server, and the server does not care that the agent a is accepting the service at this time, and directly updates the traffic state of the agent a to idle, which causes interruption of the service being accepted by the agent a.
Meanwhile, with the ever-increasing traffic volume today, a single busy or idle traffic state is far from being able to accommodate the increasing traffic demand.
Disclosure of Invention
In view of the above, the main objective of the present invention is to provide a method and an apparatus for determining a traffic status, so that the service handling of an attendant console is simpler and more user-friendly, and thus the satisfaction of a user is improved, and the method and the apparatus can meet the increased demand of a traffic service.
In order to achieve the purpose, the technical scheme of the invention is realized as follows:
the invention provides a method for determining a traffic state, which comprises the following steps:
when detecting that the telephone traffic state of the seat changes, updating the current telephone traffic state of the seat into the changed telephone traffic state, and notifying other seats of the updated telephone traffic state of the seat.
In the above scheme, the traffic state includes at least one of the following states: busy, idle, offline, and away.
In the above scheme, the method further comprises:
and the other seats receive and display the updated traffic state of the seats.
In the above scheme, the method further comprises:
when a state switching request message initiated by a seat is received, determining the current telephone traffic state of the seat according to the telephone traffic state information carried in the state switching request message and the current actual telephone traffic state of the seat;
and when the telephone traffic state of the seat is updated to be the current telephone traffic state, notifying other seats of the updated telephone traffic state of the seat.
In the above scheme, the determining the current traffic state of the seat according to the traffic state information carried in the state switching request message and the current actual traffic state of the seat includes:
when the seat initiating the state switching request message is determined to be in service management, updating the current traffic state of the seat to be busy; when the state switching request message is determined to be not in service management, and the telephone traffic state carried in the state switching request message is determined to be away, updating the current telephone traffic state of the seat to be away; and when the telephone traffic state carried in the state switching request message is determined to be non-leaving, updating the current telephone traffic state of the seat to be idle.
The invention also provides a device for determining the traffic state, which comprises: the device comprises a detection unit, an updating unit and a notification unit; wherein,
the detection unit is used for detecting that the telephone traffic state of the seat changes;
the updating unit is used for updating the telephone traffic state of the seat into a changed telephone traffic state;
and the notification unit is used for notifying the updated traffic state of the seat to other seats.
In the above scheme, the traffic state includes at least one of the following states: busy, idle, offline, and away.
In the above scheme, the device further comprises a display unit;
and the display unit is used for displaying the updated traffic state of the seat.
In the above scheme, the apparatus further comprises: a receiving unit and a determining unit; wherein,
the receiving unit is used for receiving a state switching request message initiated by a seat;
the determining unit is used for determining the current telephone traffic state of the seat according to the telephone traffic state information carried in the state switching request message and the current actual telephone traffic state of the seat;
correspondingly, the updating unit is used for updating the telephone traffic state of the seat to be the current telephone traffic state;
and the notification unit is used for notifying the updated traffic state of the seat to other seats.
In the above solution, the determining unit is further configured to trigger the updating unit to update the current traffic state of the seat to be busy when determining that the seat initiating the state switching request message is in service management;
when the state switching request message is determined to be not in service management and the telephone traffic state carried in the state switching request message is determined to be away, triggering the updating unit to update the current telephone traffic state of the seat to be away; and when the traffic state carried in the state switching request message is determined to be non-leaving, triggering the updating unit to update the current traffic state of the seat to be idle.
When detecting that the telephone traffic state of a seat changes, the method and the device for determining the telephone traffic state update the current telephone traffic state of the seat to the changed telephone traffic state and inform other seats of the updated telephone traffic state of the seat. The invention can realize the automatic update of the seat telephone traffic state, provides reference and basis for the service handling of the attendant console, shortens the waiting time for service handling, simplifies and humanizes the service handling of the attendant console, improves the satisfaction degree of users and simultaneously adapts to the increasing requirement of the telephone traffic service.
Drawings
Fig. 1 is a flow chart illustrating a method for determining a traffic state according to an embodiment of the present invention;
fig. 2 is a first flowchart illustrating an implementation of a method for determining a traffic state according to an embodiment of the present invention;
fig. 3 is a schematic flow chart illustrating an implementation of the method for determining a traffic state according to the embodiment of the present invention;
fig. 4 is a schematic flow chart illustrating an implementation of the method for determining a traffic state according to the embodiment of the present invention;
fig. 5 is a schematic structural diagram of a device for determining a traffic state according to an embodiment of the present invention.
Detailed Description
The present invention describes a method for determining a traffic state, as shown in fig. 1, the method includes:
step 10: and the server detects the telephone traffic state of the seat in real time.
In the embodiment of the present invention, the traffic state of the terminal side seat includes, but is not limited to, the following traffic states: busy, idle, offline, and away. Wherein busy indicates that the seat is in the business of accepting calls, calling or transferring, etc.; idle indicates that the seat is logged on the terminal side and is in a state of not accepting services at the moment; offline means that the seat does not log in at the terminal side or log off and register; leaving means that the seat is logged on but cannot accept services at the time, such as leaving the seat for business.
Aiming at the four divided telephone traffic states, the telephone traffic state of the seat can be detected in real time by installing detection software capable of detecting the change of the telephone traffic state of the seat in the server.
Besides, the server detects the telephone traffic state of the terminal side in real time through detection software, the invention can also report the state switching request message to the server when the seat has the switching requirement on the telephone traffic state, and when the server receives the state switching request message, the current telephone traffic state of the seat is determined according to the telephone traffic state information carried in the state switching request message and the current actual telephone traffic state of the seat.
Here, the state switch request message carries a traffic state that the agent wants to switch. The switching can be completed manually or by the seat operating preset specific keys, such as a switching key.
Step 11: and when the change of the telephone traffic state of the seat is detected, updating the telephone traffic state of the seat into the changed telephone traffic state.
Step 11 is specifically realized in a way that the server detects the telephone traffic state of the seat A at the terminal side in real time, and the telephone traffic state of the seat A is idle at 10 o' clock; and until 03 minutes of 10 points, the A seat has no service acceptance and is still in an idle state. In the period from 10 o 'clock to 10 o' clock 03, the server side does not detect the update of the traffic state of the a seat, and does not receive the state switching request message reported by the a seat, so the server does not update the traffic state of the a seat. And when the server detects that the A seat is not in the idle state any more but in the busy state at the moment, the server updates the A seat idle state to be in the busy state at the time sharing of 10 o' clock 04.
Step 12: and informing other seats of the updated traffic state of the seat.
Here, the server notifies the other agent on the terminal side of the updated traffic state in a broadcast manner after updating the traffic state for the agent, and the other agent receives and displays the updated traffic state of the agent. That is, the invention realizes the transparency of the traffic state between seats, and all the seats at the terminal side can check the traffic state of other seats except the seat itself through the display interface.
The technical solution of the method for determining a traffic state of the present invention is further described below with reference to the first embodiment, the second embodiment, and the third embodiment.
Example one
Fig. 2 is a schematic diagram of a first implementation flow of a method for determining a seat traffic state according to an embodiment of the present invention, as shown in fig. 2, taking a seat a, a seat B, and a seat C as an example, and at time 1, the seat a and the seat C are both in an idle state, and the seat B is in a busy state.
Step 201: at the time 2, the user D calls in, and the seat A accepts the call of the user D; at this time, the B seat has accepted the service accessed at time 1.
Step 202: at time 2, when the server detects that the traffic state of the A seat is changed from the idle state to the busy state and the traffic state of the B seat is changed from the busy state to the idle state, the traffic state of the update A seat is changed from the idle state at time 1 to the busy state at time 2, and the traffic state of the update B seat is changed from the busy state at time 1 to the idle state at time 2.
Step 203: the server notifies the traffic states of all the seats at the time 2 to other seats on the terminal side, such as the B seat and the C seat, in a broadcast manner.
Step 204: the A seat, the B seat and the C seat can all view the latest (at the time 2) traffic state of other seats except the A seat, the B seat and the C seat through a display interface at the terminal side.
Here, at time 2, the B seat can see that the a seat is in a busy state and the C seat is in an idle state; the seat C can check that the seat A is in a busy state and the seat B is in an idle state; the seat A can check that the seat B is in an idle state and the seat C is in an idle state.
Step 205: at time 3, the user E calls in, and the B seat in the idle state accepts the incoming service of the user E.
Step 206: when the server detects that the B seat is changed from the idle state to the busy state at the time 3, the traffic state of the B seat is updated from the idle state at the time 2 to the busy state at the time 3.
Step 207: at time 3, the server broadcasts the traffic status of the B seat to other seats on the terminal side, such as the a seat and the C seat.
Step 208: and aiming at the service of the user E, the seat B can not give a correct answer, the seat B checks that the seat C is in an idle state and is more familiar with the service at the moment through the display interface, and the seat B forwards the call of the user E to the seat C at the moment 4.
Step 209: at time 4, when the server detects that the traffic state of the C seat is changed from the idle state to the busy state and the traffic state of the B seat is changed from the busy state to the idle state, the traffic state of the update C seat is changed from the idle state at time 3 to the busy state at time 4, and the traffic state of the update B seat is changed from the busy state at time 3 to the idle state at time 4.
Step 210: the server broadcasts the traffic states of the B seat and the C seat at the time 4 to the A seat at the terminal side.
Here, at time 4, the a seat can see that the B seat is in an idle state and the C seat is in a busy state; the seat B can check that the seat A is in a busy state and the seat C is in a busy state; the C seat can check that the A seat is in a busy state and the B seat is in an idle state.
In this embodiment, the update of the server to the telephone traffic states of the three seats can be checked through the display interface at the terminal side, so that the B seat can successfully forward the incoming call of the user D to the C seat familiar with the service, and the user satisfaction is improved.
Example two
Fig. 3 is a schematic diagram of a second implementation flow of the method for determining a seat traffic state according to the embodiment of the present invention, and as shown in fig. 3, the present invention is further explained by taking an example that a seat a, a seat B, and a seat C are all in a busy state at time 1.
Step 301: at the moment 1, the A seat wants to leave the seat for a period of time for some reasons but does not want to delay the service processing, the A seat switches the state of the A seat to be leaving, and reports a state switching request message to the server.
Here, the state switch request message carries traffic state information that the switch of the a seat is away.
Step 302: the server receives the state switching request message, determines whether the a seat is in service management at time 1, executes step 303 when determining that the a seat is in service management, and executes step 304 otherwise.
Step 303: the server updates the telephone traffic state of the agent A to be the busy state, broadcasts the busy state to other agents in a broadcasting mode, and continues to execute the step 307.
Step 304: and further determining whether the traffic state carried in the a seat state switching request message is in a leaving state, if so, executing step 305, otherwise, executing step 306.
Step 305: the server updates the telephone traffic state of the agent A to be the leaving state, broadcasts the telephone traffic state to other agents in a broadcasting mode, and continues to execute the step 307.
Step 306: the server updates the telephone traffic state of the agent A to be an idle state, broadcasts the idle state to other agents in a broadcasting mode, and continues to execute the step 307.
Step 307: each seat on the terminal side can check the traffic state of other seats except the seat itself at the moment through the display interface.
Here when step 307 is executed by step 303, the a agents see B, C that the agents are all busy; the B seat checks that A, C seats are all in a busy state; c agent sees A, B that the agents are all busy.
Here when proceeding from step 305 to step 307, the a agents see B, C that the agents are all busy; b, the seat checks that A is in a leaving state and C is in a busy state; the C seat checks that A is in a leaving state and B seats are in a busy state.
Here when step 306 is executed to step 307, the a agents see B, C that the agents are all busy; b, checking that A is in an idle state and C is in a busy state; the C seat checks that A is in an idle state and B seats are in busy states.
In this embodiment, the example that the a seat switches the self state to the away state is described, in addition, the a seat may also switch the self state to busy or idle, and the process of switching the self state to busy or idle is similar to the above process, and is not described here again.
EXAMPLE III
Fig. 4 is a schematic diagram illustrating a third implementation flow of the method for determining seat traffic status according to the embodiment of the present invention, as shown in fig. 4, in this embodiment, the method is adopted in the second embodiment, that is, at time 1, the seat a has no service acceptance and switches its own status to leave, and after the flow of the second embodiment is finished, the seat a checks that B, C seats are all in a busy status; b, checking that the seat A is in a leaving state and the seat C is in a busy state; the seat C checks that the seat A is in a leaving state and the seat B is in a busy state.
It should be noted that the busy states of the B seat and the C seat are due to being in the service acceptance state, and the a seat subjectively switches the traffic state to be away.
Step 401: at the time 2, the user D calls in, the seat A is in a leaving state, the seat B and the seat C are in a busy state, the seat in an idle state cannot be allocated to the user D, the user D is added into the incoming call queue, and when the server detects that the call queue exists, the server notifies the incoming call queue message of the user D to all seats in a broadcasting mode.
Step 402: and the seat A checks that the incoming call of the user D is waiting to be accepted at this moment through the display interface, and actively answers and accepts the call of the user D when the seat B and the seat C are both in the busy state at this moment.
Here, before the a seat answers the call of the user D, it is not necessary to report the state switching request message carrying the state switched to the busy state to the server, and only the call of the user D needs to be accepted actively, because the server can detect the traffic state of the a seat in real time.
In the embodiment, when the service pressure exists in the attendant console system, and if the user is in call queuing, the seat does not need to report the state switching request message to the server, and only needs to directly accept the user call, so that the service accepting time of the attendant console is shortened, the throughput of the attendant console system is improved, and the service pressure is relieved.
The present invention also describes an apparatus for determining a traffic state, as shown in fig. 5, the apparatus comprising: a detection unit 511, an update unit 513, and a notification unit 515; wherein,
the detecting unit 511 is configured to detect that a telephone traffic state of a seat changes;
the updating unit 513 is configured to update the telephone traffic state of the seat to the changed telephone traffic state;
the notifying unit 515 is configured to notify the updated traffic state of the agent to other agents.
The division of the traffic state involved in the description of the present apparatus is the same as that in the foregoing method, and is not described here again.
Further, the apparatus further comprises: a display unit 531;
the display unit 531 is configured to display the updated traffic state of the seat.
Further, the apparatus further comprises: initiating section 533, accepting section 535, receiving section 517, and determining section 519; wherein,
the initiating unit 533 is configured to initiate a status switching request message of the seat;
the receiving unit 517 is configured to receive a status switching request message of the seat;
the determining unit 519 is configured to determine the current traffic state of the seat according to the traffic state information carried in the state switching request message and the current actual traffic state of the seat;
correspondingly, the updating unit 513 is configured to update the traffic state of the seat to be the current traffic state;
the notifying unit 515 is configured to notify the other agents of the updated traffic state of the agent.
The accepting unit 535 is configured to accept an attendant console service of an agent;
here, the attendant services include, but are not limited to, the following: user incoming call, attendant console outgoing call, transfer, user incoming call queuing and the like.
The following describes the components and functions of the device for determining traffic status according to the present invention with reference to application scenario 1, application scenario 2, and application scenario 3.
Application scenario 1: specifically, at time 1, the a-seat receiving unit 535 and the C-seat receiving unit 535 are both in the idle state, and the B-seat receiving unit 535 is in the busy state. When the receiving unit 535 of the a seat detects an incoming call of the user D and receives the incoming call at time 2 and the receiving unit 535 of the B seat receives the completion of the user service, the detecting unit 511 detects that the traffic state of the a seat changes from the idle state to the busy state and the traffic state of the B seat changes from the busy state to the idle state at this time, the updating unit 513 is triggered to update that the traffic state of the a seat changes from the idle state at time 1 to the busy state at time 2 and the traffic state of the B seat changes from the busy state at time 1 to the idle state at time 2, and the updating end is notified to the notifying unit 515; the notification unit 515 sends the traffic states of the a seat and the B seat at time 2 to the display unit 531 for display in a broadcast manner. The display unit 531 receives and displays the updated traffic state of the seat. At time 2, the seat a can see that the seat B is in an idle state and the seat C is in an idle state through the display unit 531; the seat B can check that the seat A is in a busy state and the seat C is in an idle state; the C seat can check that the A seat is in a busy state and the B seat is in an idle state.
At time 3, when the user E calls in, the B seat acceptance unit 535 detects and accepts the call of the user E, and the detection unit 511 detects that the traffic state of the B seat changes from the idle state to the busy state at this time, the trigger updating unit 513 updates the traffic state of the B seat from the idle state at time 2 to the busy state at time 3, and notifies the updating end to the notification unit 515; the notification unit 515 sends the updated traffic state of the B seat at time 3 to the display unit 531 for display in a broadcast manner. Through the display unit 531, the operator A can see that the operator B is in a busy state and the operator C is in an idle state at the moment 3; the seat B can check that the seat A is in a busy state and the seat C is in an idle state at the moment 3; the C seat can check that the A seat is in a busy state and the B seat is in a busy state at the time 3.
If the question asked by the user E cannot be answered correctly by the B-seat acceptance unit 535, at time 4, the B-seat acceptance unit 535 forwards the call from the user E to the C-seat acceptance unit 535. At time 4, the detecting unit 511 detects that the traffic state of the C seat is changed from the idle state to the busy state and the traffic state of the B seat is changed from the busy state to the idle state, the trigger updating unit 513 updates the traffic state of the C seat from the idle state at time 3 to the busy state at time 4 and updates the traffic state of the B seat from the busy state at time 3 to the idle state at time 4, and notifies the end of the update to the notifying unit 515, and the notifying unit 515 transmits the traffic state of the B seat and the C seat at time 4 after the update to the display unit 531. At the time 4, the display unit 531 can be used for viewing that the seat A is in an idle state and the seat C is in a busy state; the seat B can check that the seat A is in a busy state and the seat C is in a busy state; the C seat can check that the A seat is in a busy state and the B seat is in an idle state.
Application scenario 2: taking an example that the a seat, the B seat, and the C seat are all busy, and the acceptance unit 535 of the B seat and the acceptance unit 535 of the C seat at time 1, at this time, the a seat wants to leave the seat for a while for some reason, but does not want to delay the service processing, and at this time, the initiation unit 535 of the a seat initiates a state switching request message to the determination unit 519. The state switch request message carries the state of the telephone traffic of the A seat switched to be away. The determination unit 519 determines whether the a seat is in service acceptance at time 1, and when the determination unit determines that the a seat is in service acceptance, the updating unit 513 is triggered to update the traffic state of the a seat to a busy state, the updating unit 513 notifies the end of the update to the notification unit 515, and the notification unit 515 transmits the traffic state after the update of the a seat to the display unit 531.
When determining that the a seat is not in service management at time 1, the determining unit 519 further determines whether the handover carried in the a seat state handover request message is in the away state, and if so, triggers the updating unit 513 to update the latest traffic state of the a seat to be in the away state, the updating unit 513 notifies the updating end to the notifying unit 515, and the notifying unit 515 sends the updated traffic state of the a seat to the display unit 531.
When the determining unit 519 determines that the state switch carried in the state switch request message at time 1 of the a seat is in the non-leaving state, the updating unit 513 is triggered to update the current traffic state of the a seat to be in the idle state, the updating unit 513 notifies the end of the update to the notifying unit 515, and the notifying unit 515 sends the current traffic state after the update of the a seat to the display unit 531.
Through the display unit 531, the B seat and the C seat can both view the traffic state after the a seat is updated, and certainly, the a seat can also view the traffic states of other seats except for the a seat. Therefore, the telephone traffic states of the seats can be obtained, and the services such as incoming call forwarding and the like are convenient.
Application scenario 3: the device for determining traffic state of the present invention is further explained on the basis of application scenario 2.
In application scenario 2, that is, at time 1, after the acceptance unit 535 of the a seat has no service processing and switches its state to off, the a seat can see B, C that the seats are all in the busy state through the display unit 531; the B seat can see that the A seat is in a leaving state and the C seat is in a busy state through the display unit 531; the display unit 531 checks that the seat a is in the away state and the seat B is in the busy state.
At time 2, when there is an incoming call for user D, the accepting means 535 of the a seat is in the away state at this time, and the accepting means 535 of the B seat and the accepting means 535 of the C seat are both in the accepting service, and the seat in the idle state at this time cannot be allocated to user D, user D joins the incoming call queue, and when the detecting means 511 detects that there is a call queue, the notifying means 515 is triggered, and the notifying means 515 notifies all seats of the incoming call queue message of user D at this time.
The a-seat acceptance unit 535 accepts the call of the user D when the display unit 531 checks that the user is waiting to accept the call and that the B-seat and the C-seat are both busy.
In this embodiment, when there is service pressure in the attendant console system, and if there is a user in call queue, the initiating unit 533 does not need to initiate a state switching request message to the receiving unit 517, and the accepting unit 535 only needs to directly accept the user call, so that the service accepting time of the attendant console system is shortened, the throughput of the attendant console system is improved, and the pressure of the telephone service is relieved.
Those skilled in the art will understand that the functions implemented by each processing unit in the apparatus for determining traffic state shown in fig. 5 can be understood by referring to the related description of the method for determining traffic state. Those skilled in the art will appreciate that the functions of the processing units in the apparatus for determining traffic status shown in fig. 5 may be implemented by a program running on a processor, or may be implemented by specific logic circuits.
Meanwhile, the present invention also describes a server, which includes the aforementioned detection unit 511, update unit 513, notification unit 515, reception unit 517, and determination unit 519.
The invention provides a method and a device for determining a telephone traffic state.A server detects the telephone traffic state of a seat in real time, updates the telephone traffic state of the seat into the changed telephone traffic state when detecting that the telephone traffic state of the seat is changed, and informs other seats. When the seat unfamiliar with the service cannot correctly answer the question of the user, the user can be successfully transferred to the seat familiar with the service through the viewing of the display interface. By utilizing the technical scheme of the invention, the update of the seat telephone traffic state is automatically realized, reference and basis are provided for the service handling of the attendant console, the waiting time for service handling is shortened, the service handling is simpler and more humanized, the user satisfaction is improved, and the requirement for the increase of the telephone traffic service is met.
The above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention.
Claims (8)
1. A method of determining a traffic state, the method comprising:
when detecting that the telephone traffic state of a seat changes, updating the current telephone traffic state of the seat into the changed telephone traffic state, and notifying the updated telephone traffic state of the seat to other seats;
when the seat has a switching requirement on the service state, receiving a state switching request message initiated by the seat, and determining the current service state of the seat according to the service state information carried in the state switching request message and the current actual service state of the seat;
and when the telephone traffic state of the seat is updated to be the current telephone traffic state, notifying other seats of the updated telephone traffic state of the seat.
2. The method of determining a traffic state of claim 1, wherein the traffic state comprises at least one of: busy, idle, offline, and away.
3. The method of determining a traffic state of claim 1, further comprising:
and the other seats receive and display the updated traffic state of the seats.
4. The method of claim 1, wherein the determining the current traffic state of the seat according to the traffic state information carried in the state switching request message and the current actual traffic state of the seat comprises:
when the seat initiating the state switching request message is determined to be in service management, updating the current traffic state of the seat to be busy; when the state switching request message is determined to be not in service management, and the telephone traffic state carried in the state switching request message is determined to be away, updating the current telephone traffic state of the seat to be away; and when the telephone traffic state carried in the state switching request message is determined to be non-leaving, updating the current telephone traffic state of the seat to be idle.
5. An apparatus for determining a traffic state, the apparatus comprising: the device comprises a detection unit, an updating unit, a notification unit, a receiving unit and a determination unit; wherein,
the detection unit is used for detecting that the telephone traffic state of the seat changes;
the updating unit is used for updating the telephone traffic state of the seat into a changed telephone traffic state;
the receiving unit is used for receiving a state switching request message initiated by a seat;
the determining unit is used for determining the current telephone traffic state of the seat according to the telephone traffic state information carried in the state switching request message and the current actual telephone traffic state of the seat;
the updating unit is also used for updating the telephone traffic state of the seat to be the current telephone traffic state;
and the notification unit is used for notifying the updated traffic state of the seat to other seats.
6. The apparatus for determining traffic state of claim 5, wherein the traffic state comprises at least one of: busy, idle, offline, and away.
7. The apparatus for determining traffic status according to claim 5, wherein said apparatus further comprises a display unit;
and the display unit is used for displaying the updated traffic state of the seat.
8. The apparatus for determining traffic status according to claim 5, wherein the determining unit is further configured to trigger the updating unit to update the current traffic status of the agent to be busy when determining that the agent initiating the status switching request message is in service management;
when the state switching request message is determined to be not in service management and the telephone traffic state carried in the state switching request message is determined to be away, triggering the updating unit to update the current telephone traffic state of the seat to be away; and when the traffic state carried in the state switching request message is determined to be non-leaving, triggering the updating unit to update the current traffic state of the seat to be idle.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
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| CN109814949B (en) * | 2019-01-07 | 2022-04-22 | 平安科技（深圳）有限公司 | Virtual telephone state switching method and device, computer equipment and storage medium |
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