CN106060107B - A kind of method and system that service request by all kinds of means is uniformly accessed into - Google Patents
A kind of method and system that service request by all kinds of means is uniformly accessed into Download PDFInfo
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- CN106060107B CN106060107B CN201610292934.6A CN201610292934A CN106060107B CN 106060107 B CN106060107 B CN 106060107B CN 201610292934 A CN201610292934 A CN 201610292934A CN 106060107 B CN106060107 B CN 106060107B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L47/00—Traffic control in data switching networks
- H04L47/50—Queue scheduling
- H04L47/62—Queue scheduling characterised by scheduling criteria
- H04L47/622—Queue service order
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1073—Registration or de-registration
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/08—Protocols specially adapted for terminal emulation, e.g. Telnet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/14—Session management
Abstract
The present invention relates to a kind of method and system that service request is uniformly accessed by all kinds of means, and wherein method includes: step 1: at least one customer service background end login system server-side, and is registered；Step 2: at least one user terminal login system server-side, user terminal issue session request；Step 3: server of the system receives session request, and distributes corresponding user terminal for customer service background end, establishes the session channel of one-to-one customer service background end and user terminal；Step 4: user terminal carries out instant messaging by respective session channel with corresponding customer service background end；Step 5: after instant messaging, server of the system closes respective session channel, and user terminal automatically exits from server of the system；Step 6: customer service background end logs off server-side, and server of the system removes the relevant information of this customer service background end, terminates.The present invention improves service quality convenient for unified management, and server-side can be reduced to one after applying the present invention, and back-end data is relatively completely convenient for statistical analysis.
Description
Technical field
The present invention relates to a kind of method and system that service request is uniformly accessed by all kinds of means, belong to mobile communication profession
Support system field.
Background technique
Online customer service system is one kind using Internet application client or website as medium, for the visitor from internet
The online business support system of instant messaging service is provided with corporate client attendant.As customer service quality is increasingly heavier
The today wanted, mobile communication enterprise are generally provided with full-time customer service department and contact staff, traditional customer service system, telecommunications enterprise
It is unified as only support IVR voice self-service and artificial speech service, along with the fast development of Internet technology, between men
Communication way earth-shaking variation also is occurring, artificial or self-service language is carried out by phone dialing mode by original
Sound carries out service inquiry, business consultation and service handling mode, is changed into and present answers in website or mobile terminal cell phone application
It is logged in client, in such a way that client or the form of webpage carry out the communication exchange of text-to-speech.Telecommunications row
Industry is supplied to the online customer service system user access interface of user mostly with cell phone application client or Web application web page user
The form at end occurs, and corresponding background server generally can also be realized by the way of Web application, comes from different channels
Different user access interface user service request can only be identified by the corresponding background server of the channel, this technology frame
Structure solves the matter of great urgency of telecommunications industry to a certain extent, and still, incident problem also gradually highlights, and comes
It is very high from client used by a user or user terminal background server degree of coupling corresponding with its of different channels, with
Mobile terminal cell phone application is applied and the continuous growth of Web application, IOS, Andriod, WEB editions online customer service systems gradually push away
Out, background server corresponding thereto is also constantly increasing, although these online customer service systems of prior art publicity
Technic relization scheme, but the implementation of this online customer service system is substantially still made of server and customer service terminal,
Such system architecture is relatively easy, but cannot achieve being uniformly accessed into for user terminal by all kinds of means, results in waste of resources serious
Also it is unfavorable for being managed collectively simultaneously, it is relatively independent but functionally similar online that telecommunications enterprise has to build a set of another set again
Customer service system is requested to support existing business to meet Online reference service.
Certain traditional class online customer service system background server-side is often only capable of supporting user's end subscriber from itself customization
Access, with the arrival of Internet era, people life in communication way transformation also is occurring, usually using QQ, wechat, easily
Letter, Fetion, YY etc. instant message applications are linked up and are exchanged, and the following telecommunications industry customer service mode is also being sent out
Give birth to variation, by be merely capable of in the past support IVR self-assisted voice and manual answering method of service, be converted to it is present by all kinds of means
Method of service, user is often desirable to can be by palm business hall, online business hall, cell phone application client, QQ enterprise number, micro-
Chat software carries out service inquiry, business consultation and business handling in time for letter subscription number, wechat service number, credulity, Fetion, YY etc.
Deng operation, but existing online customer service system is all often that the corresponding channel server-side of channel user terminal and county is integrated in one
It rises, the user service of all channels can not be requested to be uniformly accessed into a background server.
Summary of the invention
Technical problem to be solved by the invention is to provide a kind of method and system that service request is uniformly accessed by all kinds of means,
The customer service request for realizing online customer service user terminal is uniformly accessed into, it then follows heretofore described agreement, message format and
Being uniformly accessed into for hardware and software platform can be realized in the foreground client of system interface calling rule or Web user end, service request
Being uniformly accessed into can make server-side be merged into set of system, and foreground cell phone application client or Web page user terminal can reuse
Continue to use original function interface, it is only necessary to which the communication mode method of existing client end and server-side is changed into association mentioned in the present invention
View, message format and system calling rule, can be uniformly accessed into existing online customer service server-side, so that contact staff can be with
Online manual service counseling services are provided using unified server-side for the Internet user from different channels.
The technical scheme to solve the above technical problems is that a kind of side that service request is uniformly accessed by all kinds of means
Method, specifically includes the following steps:
Step 1: at least one customer service background end login system server-side, and registered；
Step 2: at least one user terminal login system server-side, user terminal issue session request；
Step 3: server of the system receives session request, and distributes corresponding user terminal for customer service background end, establishes a pair of
One customer service background end and the session channel of user terminal；
Step 4: user terminal carries out instant messaging by respective session channel with corresponding customer service background end；
Step 5: after instant messaging, server of the system closes respective session channel, and user terminal automatically exits from system clothes
Business end；
Step 6: customer service background end logs off server-side, and server of the system removes the relevant information of this customer service background end,
Terminate.
The beneficial effects of the present invention are: using the online customer service mentioned in the present invention service request side of being uniformly accessed by all kinds of means
Method and system can ask the service from newly-increased channel customer end or user terminal in the case where server-side remains unchanged
It asks and is linked into existing online customer service system background server-side, greatly increase online customer service system subscriber terminal scalability.More canals
Road service request, which is uniformly accessed into, can improve previous multiple support channels and need to build the resource occurred when multiple online customer service server-sides
Wasting phenomenon saves business system construction cost, improves resource utilization ratio.It improves service quality convenient for unified management, with
Can not be shared toward the service end data of each channel, be not easy to be integrally formed statistical data, management get up it is relatively difficult, using uniformly connecing
Server-side can be reduced to one after entering method, and back-end data is relatively completely convenient for statistical analysis.
Based on the above technical solution, the present invention can also be improved as follows.
Further, customer service background end uses Soap Simple Object Access Protocol according to the report made an appointment in the step 1
Registration request is sent to server of the system by Web service calling and registered by literary format Transfer Parameters.
Further, user terminal uses Soap Simple Object Access Protocol according to the message lattice made an appointment in the step 2
Formula Transfer Parameters are called by Web service and send logging request and session request, user terminal after login to server of the system
Queuing system server-side distributes customer service background end for it.
Beneficial effect using above-mentioned further scheme is that Soap Simple Object Access Protocol is a kind of association for exchanging data
View specification is a kind of light weight, agreement that is simple, being based on XML (a subset under standard generalized markup language), it is set
Count into information that structuring is exchanged on WEB and cured.Web service is that a platform is independent, lower coupling, from packet
Open XML (a subset under standard generalized markup language) can be used in application program containing, based on programmable web
Standard describes, issues, finds, coordinates and configure these application programs, for developing the application program of distributed interoperability.
Further, the step 3 specifically includes the following steps:
Step 3.1: server of the system receives session request, has checked in customer service queue to the foundation of all customer service background ends, right
All user terminals, which are established, waits Subscriber Queue, and establishes on-line session queue；
Step 3.2: the session request in on-line session queue is extracted in chronological order, according to the queuing of FIFO first in first out
Algorithm is that customer service background end distributes corresponding user terminal；
Step 3.3: establishing the session channel of one-to-one customer service background end and user terminal.
Further, in the step 3.2, after a user terminal is assigned to customer service background end, by this user terminal from waiting
It is deleted in Subscriber Queue, this customer service background end is locked in having checked in customer service queue.
Beneficial effect using above-mentioned further scheme is, for having built up the user terminal of session channel, system default
Its session request issued has been handled, therefore is deleted from waiting in Subscriber Queue, and duplicate allocation and reprocessing are avoided
Problem；And lock by customer service background end can prevent to same customer service repeated dispensing client, and other customer services are idle；By
First in first out selects in queue, and customer service processing work is enable utmostly to reach fair.
Further, in the step 4, user terminal and customer service background end are sent and are received message and visited using Soap simple object
Ask that agreement according to the message format Transfer Parameters made an appointment, realizes Instant Messenger by Web service calling system server-side
News.
Further, the step 5 specifically includes the following steps:
Step 5.1: after instant messaging, user terminal or customer service background end send conversation end to server of the system and ask
It asks；
Step 5.2: server of the system answers conversation end request to close respective session channel, and to the user of this corresponding session
End and customer service background end feedback terminate success message；
Step 5.3: user terminal receives after terminating success message, automatically exits from server of the system.
Further, the step 6 specifically includes the following steps:
Step 6.1: customer service background end will move out request and be sent to server of the system；
Step 6.2: server of the system judges whether to exit according to this customer service background end working time, if so, holding
Row step 6.3；Otherwise, this customer service background end is added to the most end position for having checked in customer service queue；
Step 6.3: removing the relevant information of this customer service background end.
Further, the relevant information of the customer service background end includes the information such as work number information and customer service contact information.
Beneficial effect using above-mentioned further scheme is this visitor after the information such as the work number for deleting this customer service background end
It takes background end and logs in use again for the customer service of other work numbers.
The technical scheme to solve the above technical problems is that a kind of service request by all kinds of means be uniformly accessed into be
System, including at least one customer service background end, server of the system and at least one user terminal；
At least one described customer service background end login system server-side, and registered；
At least one described user terminal login system server-side, user terminal issue session request；
The server of the system receives session request, and distributes corresponding user terminal for customer service background end, establishes one-to-one
Customer service background end and user terminal session channel；The user terminal and corresponding customer service background end by respective session channel into
Row instant messaging；After instant messaging, server of the system closes respective session channel, and user terminal automatically exits from system service
End；Customer service background end logs off server-side, and server of the system removes the relevant information of this customer service background end.
Detailed description of the invention
Fig. 1 is one kind method flow diagram that service request is uniformly accessed by all kinds of means described in the embodiment of the present invention 1；
Fig. 2 is one kind system structure diagram that service request is uniformly accessed by all kinds of means described in the embodiment of the present invention 1.
In attached drawing, parts list represented by the reference numerals are as follows:
1, customer service background end, 2, server of the system, 3, user terminal.
Specific embodiment
The principle and features of the present invention will be described below with reference to the accompanying drawings, and the given examples are served only to explain the present invention, and
It is non-to be used to limit the scope of the invention.
As shown in Figure 1, for one kind method that service request is uniformly accessed by all kinds of means described in the embodiment of the present invention 1, specifically
The following steps are included:
Step 1: at least one customer service background end login system server-side, and registered；
Step 2: at least one user terminal login system server-side, user terminal issue session request；
Step 3: server of the system receives session request, and distributes corresponding user terminal for customer service background end, establishes a pair of
One customer service background end and the session channel of user terminal；
Step 4: user terminal carries out instant messaging by respective session channel with corresponding customer service background end；
Step 5: after instant messaging, server of the system closes respective session channel, and user terminal automatically exits from system clothes
Business end；
Step 6: customer service background end logs off server-side, and server of the system removes the relevant information of this customer service background end,
Terminate.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 2, on the basis of embodiment 1
On, customer service background end is using Soap Simple Object Access Protocol according to the message format transmitting ginseng made an appointment in the step 1
Registration request is sent to server of the system by Web service calling and registered by number.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 3, in the base of embodiment 1 or 2
On plinth, in the step 2 user terminal using Soap Simple Object Access Protocol according to the message format Transfer Parameters made an appointment,
It is called by Web service and logging request and session request is sent to server of the system, user terminal queuing system takes after login
End be engaged in as its distribution customer service background end.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 4, in any one of embodiment 1-3
On the basis of, the step 3 specifically includes the following steps:
Step 3.1: server of the system receives session request, has checked in customer service queue to the foundation of all customer service background ends, right
All user terminals, which are established, waits Subscriber Queue, and establishes on-line session queue；
Step 3.2: the session request in on-line session queue is extracted in chronological order, according to the queuing of FIFO first in first out
Algorithm is that customer service background end distributes corresponding user terminal；
Step 3.3: establishing the session channel of one-to-one customer service background end and user terminal.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 5, on the basis of embodiment 4
On, in the step 3.2, after a user terminal is assigned to customer service background end, this user terminal is deleted from waiting Subscriber Queue
It removes, this customer service background end is locked in having checked in customer service queue.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 6, in any one of embodiment 1-5
On the basis of, in the step 4, user terminal and customer service background end send and receive message and use Soap Simple Object Access Protocol
According to the message format Transfer Parameters made an appointment, instant messaging is realized by Web service calling system server-side.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 7, in any one of embodiment 1-6
On the basis of, the step 5 specifically includes the following steps:
Step 5.1: after instant messaging, user terminal or customer service background end send conversation end to server of the system and ask
It asks；
Step 5.2: server of the system answers conversation end request to close respective session channel, and to the user of this corresponding session
End and customer service background end feedback terminate success message；
Step 5.3: user terminal receives after terminating success message, automatically exits from server of the system.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 8, in any one of embodiment 1-7
On the basis of, the step 6 specifically includes the following steps:
Step 6.1: customer service background end will move out request and be sent to server of the system；
Step 6.2: server of the system judges whether to exit according to this customer service background end working time, if so, holding
Row step 6.3；Otherwise, this customer service background end is added to the most end position for having checked in customer service queue；
Step 6.3: removing the relevant information of this customer service background end.
The method that service request is uniformly accessed by all kinds of means of one kind described in the embodiment of the present invention 9, in any one of embodiment 1-8
On the basis of, the relevant information of the customer service background end includes the information such as work number information and customer service contact information.
A kind of method that service request is uniformly accessed by all kinds of means of the present invention, in specific example, comprising the following steps:
Step 1, contact staff logs in customer service end by online customer service system background and carries out check-in operation, customer service
It is called by Webservice by check-in request hair using Soap agreement according to the message format Transfer Parameters appointed in advance at end
It gives server of the system to be registered, waiting system server-side is its distributing user service request after contact staff checks in successfully.
Step 2, user carries out register by user terminal, and user terminal system is using Soap agreement according to appointing in advance
The public API that is externally provided by Webservice calling system server-side of message format Transfer Parameters send user and log in and ask
It asks, user enters server of the system waiting list after logining successfully, queuing system distributes contact staff for it.
Step 3, server of the system is established in memory and waits Subscriber Queue, checked in contact staff's queue and on-line session team
Column, after receiving the customer service request from user terminal, the queuing algorithm according to FIFO first in first out is the customer service people checked in
Member distribution wait user, the user is taken out from waiting list if being allocated successfully, establish contact staff and be used between
Corresponding relationship after be stored in on-line session queue, this series of steps adjusts back user terminal and customer service end after running succeeded
Webservice interface notification contact staff and user both sides can start instant messaging.
Step 4, it after user terminal and server-side receive the distribution success message of server of the system, can be chatted by respective
Skylight opening sends message, sends and receives message and equally uses Soap agreement according to the message format Transfer Parameters appointed in advance
Realized by Webservice calling system server-side API, the message received is distributed by server of the system, user terminal and
Server-side receives and shows specifying information in chat interface after the message that other side sends.
Step 5, after instant messaging, user terminal or server-side can initiate customer service ending request to system
Server-side terminates current sessions by server of the system, sends the user conversation cleaned up in on-line session queue after terminating successfully,
Both sides are sent messages to, user automatically exits from logging state after conversation end success.
Step 6, contact staff is executed by online customer service system background customer service end and exits operation, and customer service end will
It exits request and is sent to server of the system, server of the system judges whether to exit, and system is by contact staff after exiting successfully
It is removed from having checked in work number queue, readjustment customer service end web Service interface notifies contact staff to have dropped out success, visitor
The personnel of clothes exit it is offline after will not receive new customer service request.
Adding User to hold only needs to pass through using Soap agreement according to the message format Transfer Parameters appointed in advance
Service request can be linked into existing online customer service background server, user terminal by Webservice calling system server-side API
Realize that the two only needs to follow institute in the present invention not within the scope of the present invention discusses with the specific interface function design of server-side
Message format, interface calling rule are stated, is sent and received messages by Webservice interface calling, customer service can be realized and ask
That asks is uniformly accessed into.
Online customer service customer service end in step 1 needs to realize WebService service call ability, has calling system
The check-in of one access platform, exit, message is sent, the ability of message sink interface.
User interface user terminal system in step 2 needs to realize WebService service call ability, has calling system
The user of one access platform logs in, publishes, message is sent, the ability of message sink interface.
Server of the system need externally issue and provide based on Soap agreement WebService service API Calls details and
It services out and participates in message format explanation, the API externally issued includes: that user logs in, publishes, contact staff checks in, exits, disappears
Breath transmission, message sink interface.
As shown in Fig. 2, for one kind system that service request is uniformly accessed by all kinds of means described in the embodiment of the present invention 1, including
At least one customer service background end 1, server of the system 2 and at least one user terminal 3；
At least one described 1 login system server-side 2 of customer service background end, and registered；
At least one described 3 login system server-side 2 of user terminal, user terminal 3 issue session request；
The server of the system 2 receives session request, and distributes corresponding user terminal 3 for customer service background end 1, establishes a pair of
One customer service background end 1 and the session channel of user terminal 3；The user terminal 3 passes through respective session with corresponding customer service background end 1
Channel carries out instant messaging；After instant messaging, server of the system 2 closes respective session channel, and user terminal 3 automatically exits from
Server of the system 2；Customer service background end 1 logs off server-side 2, and server of the system 2 removes the related letter of this customer service background end 1
Breath.
Technical solution of the present invention realizes that detailed process is as follows using Java coding:
Step 1: uniform access system API is called by Webservice in online customer service system background Web service end, will sign
Enter request and be sent to uniform access system, waiting uniform access system is its distributing user service request, uniform access system label
It is as follows to enter API statement:
public String[]SignIn(String WorkNo)
Enter ginseng explanation: WorkNo- work number.
Step 2: internet channels visitor's end subscriber logging request is using Soap agreement according to the report appointed in advance as follows
Literary format Transfer Parameters send user's logging request by the API that Webservice calls uniform access system externally to provide, use
Family enters uniform access system waiting list after logining successfully, queuing system distributes contact staff for it,
API statement is as follows:
public String[]Login(String PhoneNo,
String UserType,
String UserClass,
String CityCode,
String ExtUserAttribute,
String LoginTime,
String AcceptChannel,
String ChannelDescription,
String ExtendInfo)。
Step 3: uniform access system is established in memory and waits Subscriber Queue, checked in contact staff's queue and on-line session
Queue, after receiving the customer service request from guest, the queuing algorithm according to FIFO first in first out is the customer service checked in
Personnel assignment waits user, takes out the user from waiting list if being allocated successfully, and establishes contact staff and is used for it
Between corresponding relationship after be stored in on-line session queue, generate flowing water uniquely indicate SessionID, this series of steps runs succeeded
Adjusting back guest and Web service end Webservice interface notification contact staff and user both sides afterwards can start to communicate in time.
Wherein, it waits Subscriber Queue, checked in contact staff's queue using the realization of ArrayBlockingQueue class, online
Session realizes that specific statement is as follows using DelayQueue class:
private static ArrayBlockingQueue<User>queueOnLineUser；// online visitor
private static ArrayBlockingQueue<CustomerServiceAgent>
queueSignInAgent；// check in work number
private static DelayQueue<SessionInfo>queueOnlineSession；// on-line session
Custom object explanation:
User: user class, for storing user's build-in attribute (name, the pet name, access channel, districts and cities etc.)
CustomerServiceAgent: contact staff's class, for storing contact staff's attribute (name, work number, technical ability etc.
Deng)
SessionInfo: conversation class, for storing the unique corresponding relation of contact staff and user.
Uniform access system allocation schedule logic is realized using single thread, is executed every 1 second once, if there is idle visitor
Taking personnel, then equity is allocated to user, establishes corresponding relationship deposit conversation class.
Step 4:, can be by each after guest and Web service end receive the distribution success message of uniform access system
From chat window send message, send and receive message and Soap agreement equally used to pass according to the message format appointed in advance
It passs parameter and calls uniform access system API to realize by Webservice, uniform access system is divided the message received
Hair, guest and Web service end receive and show specifying information in chat interface after the message that other side sends.
It is as follows that uniform access system visits message transmission API statement
public int SendMsg(String SessionID,
String PhoneNo,
String LoginNo,
String AcceptChannel,
String MediaType,
String RecvTime,
String MsgType,
String MsgContent,
String ExtendArea)。
Step 5: after instant messaging, guest or server-side can initiate customer service end message to unified
Access system terminates current sessions by uniform access system, and message transmission api interface refers to the message transmission interface in step 4,
Enter to join type of message MsgType value and be written as CMD_MSG, MsgContent value is written as SESSION_INFO, by the area ExtendArea
It is to terminate on-line session command messages that thresholding, which is written as KILLSESSION, and unified queuing system can be corresponding by SessionID
Conversation end falls, and cleans up the user conversation example in on-line session queue, uniform access system after order runs succeeded therewith
Confirmation message is sent to both sides, user automatically exits from logging state conversation end after receiving the message that session is successfully terminated.
Step 6: contact staff is executed by online customer service backstage Web service end and exits operation, and Web service end, which will move out, to be asked
Ask and be sent to uniform access system, uniform access system judges whether to exit, exit successfully after system by contact staff from
It has checked in work number queue and has removed, uniform access system readjustment Web service end web Service interface notifies contact staff to move back
Succeed out, contact staff exit it is offline after will not receive new customer service request, whole flow process leaves it at that.
The foregoing is merely presently preferred embodiments of the present invention, is not intended to limit the invention, it is all in spirit of the invention and
Within principle, any modification, equivalent replacement, improvement and so on be should all be included in the protection scope of the present invention.
Claims (7)
1. a kind of method that service request is uniformly accessed by all kinds of means, which is characterized in that specifically includes the following steps:
Step 1: at least one customer service background end login system server-side, and registered；
Step 2: at least one user terminal login system server-side, user terminal issue session request；
Step 3: server of the system receives session request, and distributes corresponding user terminal for customer service background end, establishes one-to-one
The session channel of customer service background end and user terminal；
Step 4: user terminal carries out instant messaging by respective session channel with corresponding customer service background end；
Step 5: after instant messaging, server of the system closes respective session channel, and user terminal automatically exits from server of the system；
Step 6: customer service background end logs off server-side, and server of the system removes the relevant information of this customer service background end, terminates；
Customer service background end is using Soap Simple Object Access Protocol according to the message format transmitting ginseng made an appointment in the step 1
Registration request is sent to server of the system by Web service calling and registered by number；
In the step 2 user terminal using Soap Simple Object Access Protocol according to the message format Transfer Parameters made an appointment,
It is called by Web service and logging request and session request is sent to server of the system, user terminal queuing system takes after login
End be engaged in as its distribution customer service background end；
In the step 4, user terminal and customer service background end send and receive message using Soap Simple Object Access Protocol according to
The message format Transfer Parameters made an appointment realize instant messaging by Web service calling system server-side.
2. a kind of method that service request is uniformly accessed by all kinds of means according to claim 1, which is characterized in that the step
3 specifically includes the following steps:
Step 3.1: server of the system receives session request, customer service queue has been checked in the foundation of all customer service background ends, to all
User terminal, which is established, waits Subscriber Queue, and establishes on-line session queue；
Step 3.2: the session request in on-line session queue is extracted in chronological order, according to the queuing algorithm of FIFO first in first out
Corresponding user terminal is distributed for customer service background end；
Step 3.3: establishing the session channel of one-to-one customer service background end and user terminal.
3. a kind of method that service request is uniformly accessed by all kinds of means according to claim 2, which is characterized in that the step
In 3.2, after a user terminal is assigned to customer service background end, this user terminal is deleted from waiting Subscriber Queue, by this customer service
Background end locks in having checked in customer service queue.
4. a kind of method that service request is uniformly accessed by all kinds of means according to claim 2, which is characterized in that the step
5 specifically includes the following steps:
Step 5.1: after instant messaging, user terminal or customer service background end send conversation end to server of the system and request；
Step 5.2: server of the system answers conversation end request to close respective session channel, and to the user terminal of this corresponding session and
Customer service background end feedback terminates success message；
Step 5.3: user terminal receives after terminating success message, automatically exits from server of the system.
5. a kind of method that service request is uniformly accessed by all kinds of means according to claim 2, which is characterized in that the step
6 specifically includes the following steps:
Step 6.1: customer service background end will move out request and be sent to server of the system；
Step 6.2: server of the system judges whether to exit according to this customer service background end working time, if so, executing step
Rapid 6.3；Otherwise, this customer service background end is added to the most end position for having checked in customer service queue；
Step 6.3: removing the relevant information of this customer service background end.
6. a kind of method that service request is uniformly accessed by all kinds of means according to claim 5, which is characterized in that the customer service
The relevant information of background end includes work number information and customer service contact information.
7. a kind of system that service request is uniformly accessed by all kinds of means, which is characterized in that including at least one customer service background end, system
Server-side and at least one user terminal；
At least one described customer service background end login system server-side, and registered；At least one described user terminal logs in system
System server-side, user terminal issue session request；The server of the system receives session request, and corresponds to for the distribution of customer service background end
User terminal, establish the session channel of one-to-one customer service background end and user terminal；The user terminal and corresponding customer service backstage
End carries out instant messaging by respective session channel；After instant messaging, server of the system closes respective session channel, uses
Family end automatically exits from server of the system；Customer service background end logs off server-side, and server of the system removes this customer service background end
Relevant information；
The customer service background end, according to the message format Transfer Parameters made an appointment, is passed through using Soap Simple Object Access Protocol
Registration request is sent to the server of the system and registered by Web service calling；
The user terminal, according to the message format Transfer Parameters made an appointment, passes through Web using Soap Simple Object Access Protocol
Service, which is called, sends logging request and session request to the server of the system, and user terminal waits the system clothes after login
End be engaged in as its distribution customer service background end；
The user terminal and the customer service background end send and receive message using Soap Simple Object Access Protocol according to preparatory
The message format Transfer Parameters of agreement call the server of the system to realize instant messaging by Web service.
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