CN106412349B - Method and system for realizing questionnaire flow of outbound system - Google Patents
Method and system for realizing questionnaire flow of outbound system Download PDFInfo
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- CN106412349B CN106412349B CN201510419332.8A CN201510419332A CN106412349B CN 106412349 B CN106412349 B CN 106412349B CN 201510419332 A CN201510419332 A CN 201510419332A CN 106412349 B CN106412349 B CN 106412349B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
Abstract
The invention discloses a method and a system for realizing the questionnaire flow of an outbound system, which comprises the following steps: after the interactive voice response IVR or the agent successfully calls the received user sample, judging that the user sample successfully called does not contain the version number, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample successfully called to the flow indicator through the dialer; and the flow indicator sends indication information to the IVR or the seat through the dialer according to the flow script file with the latest version number in the questionnaire request. By the scheme of the invention, the process script files of a plurality of versions of the outbound project are maintained in the process indicator, so that when the questionnaire corresponding to the outbound project needs to be modified, a batch of user samples which have initiated calls can complete calls according to the original version, and simultaneously the questionnaire of the new version is imported, thereby realizing the questionnaire modification in the process of initiating calls by the outbound project and avoiding the exception of the calls in execution.
Description
Technical Field
The present invention relates to a calling technology, particularly to a method and a system for realizing the questionnaire flow of an outbound system.
Background
In the call center, the outbound system is used for organizing a batch of subscriber numbers according to projects and carrying out Interactive Voice Response (IVR) according to a preset strategy, thereby achieving the purposes of market investigation, product marketing, customer return visit and care saving.
The outbound system generally controls the business process executed by the outbound project by means of questionnaires, and one questionnaire comprises a plurality of functions of question and logic judgment and the like. Questionnaire survey can be carried out in an IVR automatic voice calling mode, namely, the voice of questions in the questionnaire is played to the user by the outbound calling system, the user is prompted to carry out key selection, different voices are switched to for playing according to the selection result of the user, and the selection result of the user is recorded; the questionnaire survey can also be carried out in a manual calling mode by a seat, namely, a telephone operator communicates with a user through the questionnaire configured by the outbound system to prompt the telephone operator to select, the outbound system jumps to different display pages according to the selection result of the telephone operator, and the selection result of the telephone operator is recorded.
Fig. 1 is a schematic structural diagram of a conventional outbound call system. As shown in fig. 1, a conventional method for implementing a questionnaire procedure of an outbound system roughly includes:
the administrator sets the corresponding relation among the outbound item identification, the calling strategy and the user sample in the outbound data storage device in advance through the management platform; the calling strategy comprises calling initiating conditions such as calling initiating time, calling numbers displayed in called parties during calling, the number of times of re-calling during call failure, validity period and the like; the user sample contains all the numbers, names, etc. of the users to be called by the calling-out item.
The administrator pre-configures the questionnaire flow of the outbound project through the flow editor, generates a corresponding flow script file, uploads the flow script file to the flow indicator, and the flow indicator loads the flow script file of each outbound project into the memory for automatic execution.
And when judging that the calling initiating condition of the outbound project is met according to the corresponding relation, the dialer sends the user sample corresponding to the outbound project to the IVR or the seat in batches, and the IVR or the seat calls the received user sample.
After the IVR or the seat calls successfully, a questionnaire request is sent to the flow indicator through the dialer; wherein, the questionnaire request comprises the identification of the calling item.
And the flow indicator sends indicating information to the IVR or the seat through the dialer according to the flow script file corresponding to the outbound project identifier, wherein the indicating information can be the voice information of the first question of the questionnaire and the voice information for prompting the user to perform key selection or the display information of the first question of the questionnaire.
The IVR or the seat sends the selection result of the user to the flow indicator through the dialer, and stores the selection result of the user in the outbound data storage device through the dialer, and the outbound data storage device can store the corresponding relation among the outbound project identification, the user sample and the selection result.
The flow indicator sends next indicating information to the IVR or the seat through the dialer according to the flow script file corresponding to the outbound project identification and the selection result; the next step indication information may be voice information of the next question and voice information for prompting the user to perform key selection, or display information of the next question.
The IVR or agent continues to perform the step of sending the user's selection results to the flow director through the dialer until the questionnaire is over.
After the user sample calls, the IVR or the seat sends a message indicating that the call is completed to the dialer, and after the dialer receives the message indicating that the call is completed, the dialer continues to send the next user sample of the outbound item to the IVR or the seat.
In the existing method for realizing the questionnaire flow of the outbound system, when the questionnaire corresponding to the outbound project needs to be modified, if the questionnaire is modified in the process of initiating a call by the outbound project, an abnormal call in execution can be caused, and various problems such as disordered execution of the service flow and the like can be caused if the current problem is deleted and the next problem which is originally determined does not exist. In order to avoid the influence of the questionnaire modification process on the outbound execution flow, the outbound item of the initiated call needs to be suspended first, that is, after waiting for the completion of the call of a batch of user samples of the initiated call, the next batch of user samples are not called first, but after the questionnaire modification is completed, the next batch of user samples of the outbound item are called continuously.
Disclosure of Invention
In order to solve the above problems, the present invention provides a method and a system for implementing a questionnaire flow of an outbound call system, which can modify the questionnaire in the process of initiating a call by an outbound call project, and can not cause an exception to the call in execution.
In order to achieve the above purpose, the invention provides a method for realizing the questionnaire flow of an outbound system, wherein a flow indicator presets a flow script file of each version number corresponding to each outbound project; the method further comprises the following steps:
after the interactive voice response IVR or the agent successfully calls the user sample, judging that the user sample successfully called does not contain the version number, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample successfully called to the flow indicator through the dialer;
and the flow indicator sends indication information to the IVR or the seat through the dialer according to the flow script file with the latest version number in the questionnaire request.
Preferably, when the IVR or the agent determines that the user sample of the call success includes a version number, the method further includes:
the IVR or the seat sends a questionnaire request carrying the outbound project identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the flow indicator through the dialer;
and the flow indicator sends the indication information to the IVR or the seat through the dialer according to the outbound project identification in the questionnaire request and the flow script file corresponding to the version number in the user sample with successful call.
Preferably, the method further comprises, before:
setting a corresponding relation among an outbound item identifier, a calling strategy and a user sample in an outbound data storage device in advance;
and when judging that the calling initiating condition in the calling strategy is met according to the corresponding relation, the dialer sends the outbound item identifier corresponding to the calling strategy to the IVR or the seat, and sends the user sample corresponding to the calling strategy to the IVR or the seat in batches.
Preferably, the method further comprises:
the IVR or the seat sends a selection result of the user to the flow indicator through the dialer;
the flow indicator sends next indicating information to the IVR or the seat through the dialer according to a selection result of the user;
and the IVR or the seat continuously executes the step of sending the selection result of the user to the flow indicator through the dialer.
Preferably, after the flow indicator presets the flow script file of each version number corresponding to each outbound project, the flow script file of each version number corresponding to each outbound project is loaded into the memory.
Preferably, after sending the questionnaire request carrying the outbound item identifier corresponding to the outbound policy to the flow indicator through the dialer, before sending the instruction information to the IVR or the agent through the dialer by the flow indicator according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request, the method further includes:
and the flow indicator judges that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is loaded into the memory.
Preferably, when the flow indicator determines that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is not loaded into the memory, before the flow indicator sends the indicating information to the IVR or the agent through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request, the method further includes:
and the flow indicator loads a flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request into a memory.
Preferably, when the flow indicator determines that any outbound item is to be cancelled, the method further comprises:
and the flow indicator deletes the flow script files of all version numbers corresponding to the outbound item identifiers which are cancelled to be operated from the memory.
Preferably, when the flow indicator determines that the flow script file with any version number corresponding to any outbound item is not executed within a preset time, the method further includes:
and the flow indicator deletes the flow script file which is not executed in the preset time from the memory.
Preferably, after the IVR or the agent sends the selection result of the user to the flow indicator through the dialer, before the flow indicator sends the next indication information to the IVR or the agent through the dialer according to the selection result of the user, the method further includes:
and the IVR or the seat stores the selection result of the user to the outbound data storage equipment through the dialer.
Preferably, after receiving the indication information from the flow indicator, the dialer stores the latest version number corresponding to the outbound item identifier in the indication information into the user sample of successful call.
The invention also provides a system for realizing the questionnaire process of the outbound system, which at least comprises the following steps:
the flow indicator is used for presetting a flow script file of each version number corresponding to each outbound project;
the interactive voice response IVR or the seat is used for judging that the user sample which is successfully called does not contain the version number after the user sample is successfully called, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample which is successfully called to the dialer; receiving indication information from a dialer;
the dialer is used for sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample with successful call to the flow indicator; receiving indication information from the process indicator and sending the indication information to the IVR or the seat;
and the flow indicator is used for sending indication information to the dialer according to the flow script file with the latest version number in the questionnaire request.
Preferably, the IVR or the agent is further configured to:
judging that the user sample with successful call contains a version number, and sending a questionnaire request carrying an outbound item identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the dialer;
the dialer is further configured to:
sending a received questionnaire request which is from the IVR or the agent and carries the outbound project identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the flow indicator;
the flow indicator is further configured to:
and sending the indication information to the dialer according to the flow script file corresponding to the outbound item identifier in the questionnaire request and the version number in the user sample with successful call.
Preferably, the method further comprises the following steps:
the outbound data storage device is used for presetting the corresponding relation among the outbound item identifier, the calling strategy and the user sample;
the dialer is further configured to:
and when judging that the call initiating condition in the call strategy is met according to the corresponding relation, sending the outbound item identifier corresponding to the call strategy to the IVR or the seat, and sending the user sample corresponding to the call strategy to the IVR or the seat in batches.
Preferably, the IVR or the agent is further configured to:
after receiving the indication information from the dialer or the indication information of the next step, sending the selection result of the user to the dialer;
the dialer is further configured to:
sending the selection result of the user to the process indicator; sending the received next step indication information from the process indicator to the IVR or the seat;
the flow indicator is further configured to:
and sending next indication information to the dialer according to the selection result of the user.
Preferably, the flow indicator is further configured to:
and after the process script file of each version number corresponding to each outbound project is preset, loading the process script file of each version number corresponding to each outbound project into a memory.
Preferably, the flow indicator is further configured to:
after receiving a questionnaire request carrying an outbound project identifier corresponding to an outbound strategy from the dialer, before sending indication information to an IVR or an agent through the dialer according to a flow script file with a latest version number corresponding to the outbound project identifier in the questionnaire request, judging that the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is loaded into a memory.
Preferably, the flow indicator is further configured to:
before the flow indicator sends indication information to an IVR or an agent through a dialer according to a flow script file with the latest version number corresponding to an outbound project identifier in a questionnaire request, the flow indicator judges that the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is not loaded into a memory, and the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is loaded into the memory.
Preferably, the flow indicator is further configured to:
and judging that any outbound project cancels operation, and deleting the flow script files of all version numbers corresponding to the outbound project identifiers which cancel operation from the memory.
Preferably, the flow indicator is further configured to:
and judging that the process script file of any version number corresponding to any outbound project is not executed within preset time, and deleting the process script file which is not executed within the preset time from the memory.
Preferably, the dialer is further configured to:
sending the received selection result from the IVR or the user of the seat to the outbound data storage equipment;
further comprising:
and the outbound data storage device is used for storing the received selection result from the user of the dialer.
Preferably, the dialer is further configured to:
sending the latest version number corresponding to the outbound item identifier in the received indication information from the flow indicator to an outbound data storage device;
further comprising:
and the outbound data storage device is used for storing the latest version number corresponding to the received outbound item identifier from the dialer into the user sample with successful call.
Compared with the prior art, the invention comprises the following steps: after the IVR or the agent successfully calls the user sample, judging that the user sample successfully called does not contain the version number, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample successfully called to the flow indicator through the dialer; and the flow indicator sends indication information to the IVR or the seat through the dialer according to the flow script file with the latest version number in the questionnaire request. By the scheme of the invention, the process script files of a plurality of versions of the outbound project are maintained in the process indicator, so that when the questionnaire corresponding to the outbound project needs to be modified, a batch of user samples which have initiated calls can complete calls according to the original version, and simultaneously the questionnaire of the new version is imported, thereby realizing the questionnaire modification in the process of initiating calls by the outbound project and avoiding the exception of the calls in execution.
Drawings
The accompanying drawings in the embodiments of the present invention are described below, and the drawings in the embodiments are provided for further understanding of the present invention, and together with the description serve to explain the present invention without limiting the scope of the present invention.
Fig. 1 is a schematic structural composition diagram of a conventional outbound call system;
FIG. 2 is a flow chart of a method of implementing an outbound system questionnaire flow of the present invention;
fig. 3 is a schematic structural diagram of a system for implementing the questionnaire flow of the outbound system according to the present invention.
Detailed Description
The following further description of the present invention, in order to facilitate understanding of those skilled in the art, is provided in conjunction with the accompanying drawings and is not intended to limit the scope of the present invention. In the present application, the embodiments and various aspects of the embodiments may be combined with each other without conflict.
Referring to fig. 2, the present invention also provides a method for implementing the questionnaire flow of the outbound system, wherein the flow indicator presets the flow script file of each version number corresponding to each outbound item.
The administrator can pre-configure the questionnaire flows of various version numbers corresponding to various outbound projects through the flow editor, generate corresponding flow script files, and upload the flow script files to the flow indicator.
After the flow indicator presets the flow script file of each version number corresponding to each outbound project, the flow indicator may load the flow script file of each version number corresponding to each outbound project into the memory as an optional step.
The method further comprises the following steps:
In this step, the agent may also initiate a call autonomously. When the seat initiates a call autonomously, a user sample is selected from the outbound items to make the call.
In this step, when the IVR or the agent determines that the user sample with a successful call contains the version number, the IVR or the agent sends a questionnaire request carrying the outbound item identifier corresponding to the user sample with a successful call and the version number in the user sample with a successful call to the flow indicator through the dialer.
In this step, the indication information may be voice information of the first question of the questionnaire and voice information for prompting the user to perform key selection, or display information of the first question of the questionnaire. Optionally, the indication information may further include a latest version number corresponding to the outbound item identifier.
In this step, as an optional step, after receiving the indication information from the flow indicator, the dialer stores the latest version number corresponding to the outbound item identifier in the indication information into the user sample with successful call.
In this step, as an optional step, the flow indicator may send the indication information to the IVR or the agent through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request after judging that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is loaded into the memory.
When the flow indicator judges that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is not loaded into the memory, the flow indicator loads the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request into the memory, and then sends indication information to the IVR or the seat through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request.
In this step, when the flow indicator receives a questionnaire request carrying the outbound project identifier corresponding to the call policy and the version number in the user sample with successful call, the flow indicator sends indication information to the IVR or the agent through the dialer according to the outbound project identifier in the questionnaire request and the flow script file corresponding to the version number in the user sample with successful call.
As an optional step, the flow indicator may send the indication information to the IVR or the agent through the dialer according to the outbound item identifier in the questionnaire request and the flow script file corresponding to the version number in the user sample with successful call after judging that the flow script file of the version number in the user sample with successful call corresponding to the outbound item identifier in the questionnaire request has been loaded into the memory.
When the flow indicator judges that the flow script file of the version number in the successfully called user sample corresponding to the outbound project identifier in the questionnaire request is not loaded into the memory, the flow indicator loads the flow script file of the version number in the successfully called user sample corresponding to the outbound project identifier in the questionnaire request into the memory, and then sends indication information to the IVR or the seat through the dialer according to the outbound project identifier in the questionnaire request and the flow script file corresponding to the version number in the successfully called user sample.
By the scheme of the invention, the process script files of a plurality of versions of the outbound project are maintained in the process indicator, so that when the questionnaire corresponding to the outbound project needs to be modified, a batch of user samples which have initiated calls can complete calls according to the original version, and simultaneously the questionnaire of the new version is imported, thereby realizing the questionnaire modification in the process of initiating calls by the outbound project and avoiding the exception of the calls in execution.
The method further comprises the following steps:
In this step, the selection result may include the identification of the outbound item, the version number, the answer of the current question fed back by the user, and the like, and the selection result may also include the identification of the current question.
In this step, as an optional step, after the dialer receives the selection result of the user from the IVR or the agent, the selection result of the user is stored in the outbound data storage device.
And step 203, the flow indicator sends the next indicating information to the IVR or the seat through the dialer according to the selection result of the user.
In this step, the flow indicator sends the next indication information to the IVR or the seat through the dialer according to the flow script file of the version number in the selection result of the user corresponding to the outbound item identifier in the selection result of the user.
In this step, the next indication information may be voice information of a next question corresponding to the answer to the current question fed back by the user and voice information prompting the user to perform key selection in the selection result of the user, or display information of a next question corresponding to the answer to the current question fed back by the user.
The method also comprises the following steps:
setting a corresponding relation among an outbound item identifier, a calling strategy and a user sample in an outbound data storage device in advance; and when judging that the call initiating condition in the call strategy is met according to the corresponding relation, the dialer sends the outbound item identifier corresponding to the call strategy to the IVR or the seat, and sends the user sample corresponding to the call strategy to the IVR or the seat in batches.
And sending the outbound item identifier corresponding to the call strategy to the IVR or the seat.
The call policy includes a call initiation condition, such as a call initiation time, and may further include at least one of the following: the calling number displayed in the called party during calling, the number of times of re-calling when the calling fails, the validity period and the like.
The user sample includes all the numbers called by the outbound item, and may further include at least one of the following: user name, user gender, etc.
The administrator can set the corresponding relation among the outbound item identifier, the calling strategy and the user sample in the outbound data storage device in advance through the management platform.
When the flow indicator judges that any outbound item cancels operation, the method further comprises the following steps: and the flow indicator deletes the flow script files of all version numbers corresponding to the outbound item identifiers which are cancelled to be operated from the memory.
When the flow indicator judges that the flow script file of any version number corresponding to any outbound item is not executed within the preset time, the method further comprises the following steps: and the flow indicator deletes the flow script file which is not executed within the preset time from the memory.
Referring to fig. 3, the present invention further provides a system for implementing the questionnaire procedure of the outbound system, which at least includes:
the flow indicator is used for presetting a flow script file of each version number corresponding to each outbound project;
the IVR or the seat is used for judging that the user sample which is successfully called does not contain the version number after the call of the received user sample is successful, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample which is successfully called to the dialer; receiving indication information from a dialer;
the dialer is used for sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample with successful call to the flow indicator; receiving indication information from the process indicator and sending the indication information to the IVR or the seat;
and the flow indicator is used for sending indication information to the dialer according to the flow script file with the latest version number in the questionnaire request.
In the system of the present invention, the IVR or agent is further configured to:
judging that the user sample with successful call contains a version number, and sending a questionnaire request carrying an outbound item identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to a dialer;
the dialer is further operable to:
sending a received questionnaire request which is from the IVR or the agent and carries the outbound project identification corresponding to the user sample with successful call and the version number in the user sample with successful call to a flow indicator;
the flow indicator is further for:
and sending indication information to the dialer according to the outbound item identifier in the questionnaire request and the flow script file corresponding to the version number in the user sample with successful call.
The system of the present invention further comprises:
the outbound data storage device is used for presetting the corresponding relation among the outbound item identifier, the calling strategy and the user sample;
a dialer further for:
and when judging that the call initiating condition in the call strategy is met according to the corresponding relation, sending the outbound item identifier corresponding to the call strategy to the IVR or the seat, and sending the user sample corresponding to the call strategy to the IVR or the seat in batches.
In the system of the present invention, the IVR or agent is further configured to:
after receiving the indication information from the dialer or the indication information of the next step, sending the selection result of the user to the dialer;
the dialer is further operable to:
sending the selection result of the user to a flow indicator; sending the received next step indication information from the process indicator to the IVR or the seat;
the flow indicator is further for:
and sending next indication information to the dialer according to the selection result of the user.
In the system of the present invention, the flow indicator is further configured to:
after the process script file of each version number corresponding to each outbound project is preset, the process script file of each version number corresponding to each outbound project is loaded into the memory.
In the system of the present invention, the flow indicator is further configured to:
after a questionnaire request which carries an outbound item identifier corresponding to an outbound strategy and is from a dialer is received, before a process script file with the latest version number corresponding to the outbound item identifier in the questionnaire request sends indication information to an IVR or an agent through the dialer, the process script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is judged to be loaded into a memory.
In the system of the present invention, the flow indicator is further configured to:
before the flow indicator sends the indicating information to the IVR or the seat through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request, the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is judged not to be loaded into the memory, and the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is loaded into the memory.
In the system of the present invention, the flow indicator is further configured to:
and judging that any outbound project cancels operation, and deleting the flow script files of all version numbers corresponding to the outbound project identifiers which cancel operation from the memory.
In the system of the present invention, the flow indicator is further configured to:
and judging that the process script file of any version number corresponding to any outbound project is not executed within the preset time, and deleting the process script file which is not executed within the preset time from the memory.
In the system of the present invention, the dialer is further configured to:
sending the received selection result from the IVR or the seat user to the outbound data storage equipment;
further comprising: and the outbound data storage device is used for storing the received selection result from the user of the dialer.
In the system of the present invention, the dialer is further configured to:
sending the latest version number corresponding to the outbound item identifier in the received indication information from the process indicator to an outbound data storage device;
further comprising: and the outbound data storage device is used for storing the latest version number corresponding to the received outbound item identifier from the dialer into the user sample with successful call.
It should be noted that the above-mentioned embodiments are only for facilitating the understanding of those skilled in the art, and are not intended to limit the scope of the present invention, and any obvious substitutions, modifications, etc. made by those skilled in the art without departing from the inventive concept of the present invention are within the scope of the present invention.
Claims (22)
1. A method for realizing questionnaire process of outbound system is characterized in that a process indicator presets a process script file of each version number corresponding to each outbound project; the method further comprises the following steps:
after the interactive voice response IVR or the agent successfully calls the user sample, judging that the user sample successfully called does not contain the version number, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample successfully called to the flow indicator through the dialer;
and the flow indicator sends indication information to the IVR or the seat through the dialer according to the flow script file with the latest version number in the questionnaire request.
2. The method according to claim 1, wherein when the IVR or the agent determines that the user sample of the call success contains a version number, the method further comprises:
the IVR or the seat sends a questionnaire request carrying the outbound project identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the flow indicator through the dialer;
and the flow indicator sends the indication information to the IVR or the seat through the dialer according to the outbound project identification in the questionnaire request and the flow script file corresponding to the version number in the user sample with successful call.
3. The method of claim 1 or 2, further comprising, prior to the method:
setting a corresponding relation among an outbound item identifier, a calling strategy and a user sample in an outbound data storage device in advance;
and when judging that the calling initiating condition in the calling strategy is met according to the corresponding relation, the dialer sends the outbound item identifier corresponding to the calling strategy to the IVR or the seat, and sends the user sample corresponding to the calling strategy to the IVR or the seat in batches.
4. The method according to claim 1 or 2, characterized in that the method further comprises:
the IVR or the seat sends a selection result of the user to the flow indicator through the dialer;
the flow indicator sends next indicating information to the IVR or the seat through the dialer according to a selection result of the user;
and the IVR or the seat continuously executes the step of sending the selection result of the user to the flow indicator through the dialer.
5. The method according to claim 1 or 2, wherein the flow indicator loads the flow script file of each version number corresponding to each outbound item into the memory after presetting the flow script file of each version number corresponding to each outbound item.
6. The method according to claim 1 or 2, wherein after sending a questionnaire request carrying the outbound item identifier corresponding to the outbound policy to the flow indicator through the dialer, before the flow indicator sends the indication information to the IVR or the agent through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request, the method further comprises:
and the flow indicator judges that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is loaded into the memory.
7. The method according to claim 6, wherein when the flow indicator determines that the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request is not loaded in the memory, before the flow indicator sends the indicating information to the IVR or the agent through the dialer according to the flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request, the method further comprises:
and the flow indicator loads a flow script file with the latest version number corresponding to the outbound item identifier in the questionnaire request into a memory.
8. The method of claim 6, wherein when the flow indicator determines that any outbound item is not running, the method further comprises:
and the flow indicator deletes the flow script files of all version numbers corresponding to the outbound item identifiers which are cancelled to be operated from the memory.
9. The method of claim 6, wherein when the flow indicator determines that the flow script file with any version number corresponding to any outbound item is not executed within a preset time, the method further comprises:
and the flow indicator deletes the flow script file which is not executed in the preset time from the memory.
10. The method according to claim 1 or 2, wherein after the IVR or the agent sends the selection result of the user to the flow indicator through the dialer, before the flow indicator sends the next indication information to the IVR or the agent through the dialer according to the selection result of the user, the method further comprises:
and the IVR or the seat stores the selection result of the user to the outbound data storage equipment through the dialer.
11. The method according to claim 1 or 2, wherein after receiving the indication information from the flow indicator, the dialer saves the latest version number corresponding to the outbound item identifier in the indication information to the user sample of successful call.
12. A system for implementing an outbound system questionnaire process, comprising:
the flow indicator is used for presetting a flow script file of each version number corresponding to each outbound project;
the interactive voice response IVR or the seat is used for judging that the user sample which is successfully called does not contain the version number after the user sample is successfully called, and sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample which is successfully called to the dialer; receiving indication information from a dialer;
the dialer is used for sending a questionnaire request carrying the outbound project identifier and the latest version number corresponding to the user sample with successful call to the flow indicator; receiving indication information from the process indicator and sending the indication information to the IVR or the seat;
and the flow indicator is used for sending indication information to the dialer according to the flow script file with the latest version number in the questionnaire request.
13. The system according to claim 12, wherein the IVR or the agent is further configured to:
judging that the user sample with successful call contains a version number, and sending a questionnaire request carrying an outbound item identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the dialer;
the dialer is further configured to:
sending a received questionnaire request which is from the IVR or the agent and carries the outbound project identifier corresponding to the user sample with successful call and the version number in the user sample with successful call to the flow indicator;
the flow indicator is further configured to:
and sending the indication information to the dialer according to the flow script file corresponding to the outbound item identifier in the questionnaire request and the version number in the user sample with successful call.
14. The system of claim 12 or 13, further comprising:
the outbound data storage device is used for presetting the corresponding relation among the outbound item identifier, the calling strategy and the user sample;
the dialer is further configured to:
and when judging that the call initiating condition in the call strategy is met according to the corresponding relation, sending the outbound item identifier corresponding to the call strategy to the IVR or the seat, and sending the user sample corresponding to the call strategy to the IVR or the seat in batches.
15. The system according to claim 12 or 13, wherein the IVR or the agent is further configured to:
after receiving the indication information from the dialer or the indication information of the next step, sending the selection result of the user to the dialer;
the dialer is further configured to:
sending the selection result of the user to the process indicator; sending the received next step indication information from the process indicator to the IVR or the seat;
the flow indicator is further configured to:
and sending next indication information to the dialer according to the selection result of the user.
16. The system of claim 12 or 13, wherein the flow indicator is further configured to:
and after the process script file of each version number corresponding to each outbound project is preset, loading the process script file of each version number corresponding to each outbound project into a memory.
17. The system of claim 12 or 13, wherein the flow indicator is further configured to:
after receiving a questionnaire request carrying an outbound project identifier corresponding to an outbound strategy from the dialer, before sending indication information to an IVR or an agent through the dialer according to a flow script file with a latest version number corresponding to the outbound project identifier in the questionnaire request, judging that the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is loaded into a memory.
18. The system of claim 17, wherein the flow indicator is further configured to:
before the flow indicator sends indication information to an IVR or an agent through a dialer according to a flow script file with the latest version number corresponding to an outbound project identifier in a questionnaire request, the flow indicator judges that the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is not loaded into a memory, and the flow script file with the latest version number corresponding to the outbound project identifier in the questionnaire request is loaded into the memory.
19. The system of claim 17, wherein the flow indicator is further configured to:
and judging that any outbound project cancels operation, and deleting the flow script files of all version numbers corresponding to the outbound project identifiers which cancel operation from the memory.
20. The system of claim 17, wherein the flow indicator is further configured to:
and judging that the process script file of any version number corresponding to any outbound project is not executed within preset time, and deleting the process script file which is not executed within the preset time from the memory.
21. The system of claim 12 or 13, wherein the dialer is further configured to:
sending the received selection result from the IVR or the user of the seat to the outbound data storage equipment;
further comprising:
and the outbound data storage device is used for storing the received selection result from the user of the dialer.
22. The system of claim 12 or 13, wherein the dialer is further configured to:
sending the latest version number corresponding to the outbound item identifier in the received indication information from the flow indicator to an outbound data storage device;
further comprising:
and the outbound data storage device is used for storing the latest version number corresponding to the received outbound item identifier from the dialer into the user sample with successful call.
Priority Applications (2)
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|---|---|---|---|
| CN201510419332.8A CN106412349B (en) | 2015-07-16 | 2015-07-16 | Method and system for realizing questionnaire flow of outbound system |
| PCT/CN2015/097472 WO2016131332A1 (en) | 2015-07-16 | 2015-12-15 | Questionnaire method in outbound call system and system utilizing same |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201510419332.8A CN106412349B (en) | 2015-07-16 | 2015-07-16 | Method and system for realizing questionnaire flow of outbound system |
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| CN109274845A (en) * | 2018-08-31 | 2019-01-25 | 平安科技（深圳）有限公司 | Intelligent sound pays a return visit method, apparatus, computer equipment and storage medium automatically |
| CN113641656A (en) * | 2021-08-19 | 2021-11-12 | 平安普惠企业管理有限公司 | Questionnaire answer management method, device, computer equipment and storage medium |
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| JPH08317063A (en) * | 1995-05-16 | 1996-11-29 | Nec Corp | Intelligent network |
| CN101009734A (en) * | 2006-12-27 | 2007-08-01 | 华为技术有限公司 | Outbound call service customization system and method |
| US8938065B1 (en) * | 2006-06-28 | 2015-01-20 | West Corporation | Real time feedback of script logic |
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|---|---|---|---|---|
| US7590542B2 (en) * | 2002-05-08 | 2009-09-15 | Douglas Carter Williams | Method of generating test scripts using a voice-capable markup language |
| CN100463473C (en) * | 2004-08-04 | 2009-02-18 | 中兴通讯股份有限公司 | Method for service switching in interactive voice answer system |
| CN100531262C (en) * | 2004-11-15 | 2009-08-19 | 中兴通讯股份有限公司 | Telephone automatic external-calling system and method |
| CN101394442B (en) * | 2008-09-19 | 2011-05-11 | 中国移动通信集团北京有限公司 | Voice answering system and method |
| CN103685776A (en) * | 2012-09-13 | 2014-03-26 | 中兴通讯股份有限公司 | Method and device for processing call |
| CN103795877A (en) * | 2012-10-29 | 2014-05-14 | 殷程 | Intelligent voice |
| CN104283768A (en) * | 2013-07-11 | 2015-01-14 | 中兴通讯股份有限公司 | Implementation method and system of outbound questionnaire |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| JPH08317063A (en) * | 1995-05-16 | 1996-11-29 | Nec Corp | Intelligent network |
| US8938065B1 (en) * | 2006-06-28 | 2015-01-20 | West Corporation | Real time feedback of script logic |
| CN101009734A (en) * | 2006-12-27 | 2007-08-01 | 华为技术有限公司 | Outbound call service customization system and method |
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| WO2016131332A1 (en) | 2016-08-25 |
| CN106412349A (en) | 2017-02-15 |
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