CN106911866B - Method and device for voice customer service to synchronously acquire intelligent terminal information - Google Patents
Method and device for voice customer service to synchronously acquire intelligent terminal information Download PDFInfo
- Publication number
- CN106911866B CN106911866B CN201510977081.5A CN201510977081A CN106911866B CN 106911866 B CN106911866 B CN 106911866B CN 201510977081 A CN201510977081 A CN 201510977081A CN 106911866 B CN106911866 B CN 106911866B
- Authority
- CN
- China
- Prior art keywords
- intelligent terminal
- customer service
- information
- voice
- voice customer
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
Images
Classifications
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L9/00—Cryptographic mechanisms or cryptographic arrangements for secret or secure communications; Network security protocols
- H04L9/40—Network security protocols
-
- 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
- H04M3/42025—Calling or Called party identification service
- H04M3/42034—Calling party identification service
- H04M3/42042—Notifying the called party of information on the calling party
-
- 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
- H04L65/40—Support for services or applications
- H04L65/402—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel non-real time sessions, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
- H04L65/4025—Support for services or applications wherein the services involve a main real-time session and one or more additional parallel non-real time sessions, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services where none of the additional parallel sessions is real time or time sensitive, e.g. downloading a file in a parallel FTP session, initiating an email or combinational services
-
- 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
Abstract
The invention provides a method and a device for synchronously acquiring intelligent terminal information by voice customer service, wherein the method comprises the following steps: detecting whether a called number input by a user on an intelligent terminal is a hot line number of voice customer service; when the called number is detected to be the hot line number of the voice customer service, acquiring equipment information of the intelligent terminal; and sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number. According to the method and the device, when the customer service staff receives the voice help call of the intelligent terminal user, the intelligent terminal equipment information in the user hand is synchronously sent to the connected customer service staff through the software preset in the intelligent terminal, so that the customer service staff can know the equipment information of the user in time, and the targeted support and the user problem solving are realized.
Description
Technical Field
The invention relates to the technical field of communication, in particular to a method and a device for synchronously acquiring intelligent terminal information by voice customer service.
Background
With the rapid popularization of the intelligent terminal, the frequency of using the intelligent terminal by a user is more and more, including learning, games, videos, shopping, payment and the like, which become indispensable articles in our lives. Influences the life of human beings and brings great convenience to the life of human beings. The population covered is increasing and various problems are encountered in use.
In order to solve the problems of the users in time, the manufacturers of the intelligent terminals are provided with artificial voice hotline services, and the users can directly dial to ask for help from customer service personnel. Generally, the customer service staff can answer the user's question through simple voice communication, but sometimes the user may be required to be able to provide some specific information of the terminal, such as the equipment serial number, the version number information of the current terminal, and the like. When users are talking for consultation, they are required to provide required information, and the information needs to be switched to the system for viewing, and is long, complex and difficult to remember, and is easy to have errors when voices are transmitted to customer service.
Disclosure of Invention
The technical problem to be solved by the invention is to provide a method and a device for synchronously acquiring intelligent terminal information by voice customer service, which solve the problem that when an artificial customer service worker receives a voice help call of an intelligent terminal user, intelligent terminal equipment information is synchronously sent to a wiring customer service, so that the wiring customer service can timely know the equipment information of the user, and the problem of targeted support and user solution is realized.
According to a first aspect of the present invention, a method for synchronously acquiring information of an intelligent terminal by voice customer service is provided, which is applied to the intelligent terminal, and the method includes:
detecting whether a called number input by a user on the intelligent terminal is a hot line number of the voice customer service;
when detecting that the called number is a hot line number of the voice customer service, acquiring equipment information of the intelligent terminal, wherein the equipment information comprises: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
and sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number.
Preferably, the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service includes:
packaging the acquired equipment information of the intelligent terminal according to the JSON data format;
and sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service.
Preferably, the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service includes:
packaging the acquired equipment information of the intelligent terminal according to a preset short message format;
and according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol.
Preferably, the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service includes:
detecting whether the intelligent terminal is accessed to a mobile internet or not;
when the intelligent terminal is accessed to the mobile internet, packaging the acquired equipment information of the intelligent terminal according to the JSON data format; according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol;
when the intelligent terminal is not accessed to the mobile internet, packaging the acquired equipment information of the intelligent terminal according to a preset short message format; and according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol.
According to a second aspect of the present invention, a method for synchronously acquiring information of an intelligent terminal by voice customer service is provided, which is applied to a voice customer service platform connected to the intelligent terminal, and the method includes:
when the intelligent terminal is in voice communication with the intelligent terminal, receiving equipment information of the intelligent terminal, which is sent by the intelligent terminal, wherein the equipment information of the intelligent terminal is automatically acquired when the intelligent terminal detects that a called number input on the intelligent terminal by a user is a hot line number of voice customer service;
analyzing the received equipment information of the intelligent terminal to obtain the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
and determining the wiring customer service in the voice customer service platform according to the mobile communication number, and sending and displaying the equipment information to the wiring customer service.
Preferably, the receiving the device information of the intelligent terminal sent by the intelligent terminal includes:
and receiving the equipment information of the intelligent terminal sent by the intelligent terminal according to an http protocol or a short message protocol.
According to a third aspect of the present invention, there is provided an apparatus for synchronously acquiring information of an intelligent terminal by voice customer service, which is applied to the intelligent terminal, and the apparatus includes:
the first detection module is used for detecting whether the called number input on the intelligent terminal by the user is a hot line number of the voice customer service;
the acquisition module is used for acquiring the equipment information of the intelligent terminal when detecting that the called number is the hot line number of the voice customer service, wherein the equipment information comprises: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
and the first sending module is used for sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number.
Preferably, the first transmitting module includes:
the first packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to the JSON data format;
and the first sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service.
Preferably, the first transmitting module includes:
the second packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to a preset short message format;
and the second sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol according to the hot line number of the voice customer service.
Preferably, the first transmitting module includes:
the first detection unit is used for detecting whether the intelligent terminal is accessed to the mobile internet or not;
the first packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to the JSON data format when the intelligent terminal is accessed to the mobile internet;
the third sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service;
the second packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to a preset short message format when the intelligent terminal is not accessed to the mobile internet;
and the fourth sending unit is used for sending the packaged equipment information of the intelligent terminal to the voice customer service platform corresponding to the hot line number through a short message protocol according to the hot line number of the voice customer service.
According to a fourth aspect of the present invention, there is provided a device for synchronously acquiring information of an intelligent terminal by voice customer service, which is applied to a voice customer service platform connected to the intelligent terminal, and the device includes:
the intelligent terminal comprises a receiving module, a processing module and a processing module, wherein the receiving module is used for receiving equipment information of the intelligent terminal sent by the intelligent terminal when the intelligent terminal carries out voice call with the intelligent terminal, and the equipment information of the intelligent terminal is automatically acquired when the intelligent terminal detects that a called number input on the intelligent terminal by a user is a hot line number of voice customer service;
the analysis module is used for analyzing the received equipment information of the intelligent terminal to obtain the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
and the second sending module is used for determining the wiring customer service in the voice customer service platform according to the mobile communication number, and sending and displaying the equipment information to the wiring customer service.
Preferably, the receiving module includes:
and the receiving unit is used for receiving the equipment information of the intelligent terminal sent by the intelligent terminal according to an http protocol or a short message protocol.
The embodiment of the invention has the following beneficial effects:
according to the method and the device for synchronously acquiring the intelligent terminal information by the voice customer service, when the customer service personnel receives the voice help call of the intelligent terminal user, the intelligent terminal equipment information in the hands of the user is synchronously sent to the connected customer service personnel through the software preset in the intelligent terminal, so that the customer service personnel can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
Drawings
Fig. 1 is a schematic flow chart of a method for acquiring intelligent terminal information synchronously by voice customer service according to a first embodiment of the present invention;
FIG. 2 is a schematic diagram of step 103 provided in the first embodiment of the present invention;
FIG. 3 is a schematic diagram of step 103 provided by the second embodiment of the present invention;
FIG. 4 is a schematic diagram of step 103 provided by the third embodiment of the present invention;
FIG. 5 is a flowchart illustrating a method according to a fourth embodiment of the present invention;
fig. 6 is a schematic structural diagram of a device for synchronously acquiring intelligent terminal information by a five-voice customer service according to an embodiment of the present invention;
FIG. 7 is a schematic structural diagram of an apparatus according to a sixth embodiment of the present invention;
fig. 8 is a schematic structural diagram of an apparatus according to a seventh embodiment of the present invention;
fig. 9 is a schematic structural diagram of an apparatus according to an eighth embodiment of the present invention;
FIG. 10 is a schematic structural diagram of an apparatus according to a ninth embodiment of the present invention;
FIG. 11 is a schematic diagram of software provisioning according to the present invention;
FIG. 12 is a schematic diagram of a network data flow in the present invention;
FIG. 13 is a schematic diagram of a short message method flow in the present invention;
FIG. 14 is a schematic diagram of a short message protocol flow in the present invention;
FIG. 15 is a flow chart of a voice customer service platform according to the present invention;
FIG. 16 is a schematic diagram of a voice customer service platform module according to the present invention.
Detailed Description
In order to make the technical problems, technical solutions and advantages of the present invention more apparent, the following detailed description is given with reference to the accompanying drawings and specific embodiments.
Example one
Referring to fig. 1, a method for acquiring intelligent terminal information synchronously by voice customer service is provided, which is applied to an intelligent terminal, and comprises the following steps:
step 101, detecting whether a called number input on the intelligent terminal by a user is a hot line number of voice customer service.
Enterprises often set up voice customer service to help users solve problems in order to provide technical support to the users. The hot line number of the voice service is equivalent to the online service telephone of the enterprise, for example, the online service telephone of the mobile is 10086, the online service telephone of the telecom is 10000, and the credit card service telephone of the middle channel is 400 + 889 + 5558. It is of course understood that the specific form of the hot-line number of the voice customer service is not limited in the embodiments of the present invention.
102, when the called number is detected to be a hot line number of the voice customer service, acquiring equipment information of the intelligent terminal, wherein the equipment information comprises: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment.
The software information of the intelligent terminal may include: name and version of the operating system and name and version of the application installed on the intelligent terminal, and the like, and the hardware information may include: the equipment model, the serial number and the like of the intelligent terminal.
And 103, sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a connection customer service accessed by the mobile communication number.
It should be noted that, in the embodiment of the present invention, the data network may be adopted to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number, and the device information of the intelligent terminal may also be sent to the voice customer service platform corresponding to the hot-line number in a short message manner. By the steps, when receiving the voice help call of the intelligent terminal user, the customer service staff can synchronously send the intelligent terminal equipment information in the user hand to the connected customer service staff through the software preset in the intelligent terminal, so that the customer service staff can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
Further, referring to fig. 2, step 103 specifically includes:
and step 10311, packaging the acquired device information of the intelligent terminal according to the JSON data format.
For example: JSON data formats are { "PhoneNum": 13333333333 "," Model ": ZTE A2015", "IMEI": "A000004E 3D 5402", "Version": ZTE _ A2015V1.0.0B01 "}, wherein PhoneNum represents mobile communication number, Model represents equipment Model, IMEI represents international mobile equipment identification, and Version represents Version number of operating system. It is of course understood that the specific form of the JSON data format is not limited in the embodiments of the present invention.
And step 10312, according to the hot line number of the voice customer service, sending the packaged device information of the intelligent terminal to the voice customer service platform corresponding to the hot line number through an http protocol.
In particular, the JSON data format (JavaScript Object notification) is a lightweight data exchange format based on a subset of ecmascript (european Computer Manufacturers association), JSON using a text format that is completely language independent, but also using C-language family-like conventions (including C, C + +, C #, Java, JavaScript, Perl, Python, etc.), which make JSON an ideal data exchange language, easy to read and write by humans, and easy to machine parse and generate (typically for increasing network transmission rates).
Example two
Referring to fig. 1, a method for acquiring intelligent terminal information synchronously by voice customer service is provided, which is applied to an intelligent terminal, and comprises the following steps:
step 101, detecting whether a called number input on the intelligent terminal by a user is a hot line number of voice customer service.
Enterprises often set up voice customer service to help users solve problems in order to provide technical support to the users. The hot line number of the voice service is equivalent to the online service telephone of the enterprise, for example, the online service telephone of the mobile is 10086, the online service telephone of the telecom is 10000, and the credit card service telephone of the middle channel is 400 + 889 + 5558. It is of course understood that the specific form of the hot-line number of the voice customer service is not limited in the embodiments of the present invention.
102, when the called number is detected to be a hot line number of the voice customer service, acquiring equipment information of the intelligent terminal, wherein the equipment information comprises: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment.
The software information of the intelligent terminal may include: name and version of the operating system and name and version of the application installed on the intelligent terminal, and the like, and the hardware information may include: the equipment model, the serial number and the like of the intelligent terminal.
And 103, sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a connection customer service accessed by the mobile communication number.
It should be noted that, in the embodiment of the present invention, the data network may be adopted to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number, and the device information of the intelligent terminal may also be sent to the voice customer service platform corresponding to the hot-line number in a short message manner. By the steps, when receiving the voice help call of the intelligent terminal user, the customer service staff can synchronously send the intelligent terminal equipment information in the user hand to the connected customer service staff through the software preset in the intelligent terminal, so that the customer service staff can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
Further, referring to fig. 3, step 103 specifically includes:
step 10321, encapsulating the acquired device information of the intelligent terminal according to a predetermined short message format.
Optionally, the short message format:
HotlineInf,ZTE A2015,A000004E3D5402,ZTE_A2015V1.0.0B01
the method comprises the steps that Hotlinelnf marks short messages for acquiring equipment information; ZTE a2015 represents a device model; A000004E3D5402 denotes the IMEI of the device and ZTE _ A2015V1.0.0B01 denotes the version of the operating system.
And 10322, according to the hot line number of the voice customer service, sending the packaged device information of the intelligent terminal to the voice customer service platform corresponding to the hot line number through a short message protocol.
It should be noted that, in the embodiment of the present invention, the data network may be adopted to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number, and the device information of the intelligent terminal may also be sent to the voice customer service platform corresponding to the hot-line number in a short message manner. By the steps, when receiving the voice help call of the intelligent terminal user, the customer service staff can synchronously send the intelligent terminal equipment information in the user hand to the connected customer service staff through the software preset in the intelligent terminal, so that the customer service staff can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
EXAMPLE III
Referring to fig. 1, a method for acquiring intelligent terminal information synchronously by voice customer service is provided, which is applied to an intelligent terminal, and comprises the following steps:
step 101, detecting whether a called number input on the intelligent terminal by a user is a hot line number of voice customer service.
Enterprises often set up voice customer service to help users solve problems in order to provide technical support to the users. The hot line number of the voice service is equivalent to the online service telephone of the enterprise, for example, the online service telephone of the mobile is 10086, the online service telephone of the telecom is 10000, and the credit card service telephone of the middle channel is 400 + 889 + 5558. It is of course understood that the specific form of the hot-line number of the voice customer service is not limited in the embodiments of the present invention.
102, when the called number is detected to be a hot line number of the voice customer service, acquiring equipment information of the intelligent terminal, wherein the equipment information comprises: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment.
The software information of the intelligent terminal may include: name and version of the operating system and name and version of the application installed on the intelligent terminal, and the like, and the hardware information may include: the equipment model, the serial number and the like of the intelligent terminal.
And 103, sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a connection customer service accessed by the mobile communication number.
It should be noted that, in the embodiment of the present invention, the data network may be adopted to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number, and the device information of the intelligent terminal may also be sent to the voice customer service platform corresponding to the hot-line number in a short message manner. By the steps, when receiving the voice help call of the intelligent terminal user, the customer service staff can synchronously send the intelligent terminal equipment information in the user hand to the connected customer service staff through the software preset in the intelligent terminal, so that the customer service staff can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
Further, referring to fig. 4, step 103 specifically includes:
10332, when the intelligent terminal is accessed to the mobile internet, encapsulating the acquired equipment information of the intelligent terminal according to the JSON data format; according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http Protocol (HyperText transfer Protocol);
in particular, the http protocol is a transport protocol for transferring hypertext from a WWW server to a local browser, which makes the browser more efficient, reduces network traffic, not only ensures that a computer transfers hypertext documents correctly and quickly, but also determines which part of the transmitted document and which part of the content is displayed first (e.g., text before graphics), etc.
10333, when the intelligent terminal does not access to the mobile internet, encapsulating the acquired equipment information of the intelligent terminal according to a preset short message format; and according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol.
Specifically, the network data mode is that the intelligent terminal is used for starting data connection, the mobile network has the characteristics of high transmission speed, convenience in data interaction and low generated flow cost, and when a user dials a voice hot line, the customer service software synchronously sends terminal information to the connected customer service in the network data mode.
The following describes embodiments of the present invention from both sides of the intelligent terminal and the voice customer service platform.
The first mode is a network data sending mode of the intelligent terminal:
and running app customer service software, monitoring that a user dials a hot line number, detecting that available network access exists at present, and acquiring the mobile communication number, the equipment model, the serial number and the software version number of the current equipment. The customer service software uses the mobile communication number as an identifier, and sends the identifier, the equipment model number, the serial number and the software version number information to a specified voice customer service platform address.
The voice customer service platform analyzes and obtains the communication number after receiving the information sent by the equipment, searches the customer service personnel accessed by the number in the voice customer service platform, and synchronously sends and displays the equipment information of the number to the customer service personnel.
Specifically, the information acquisition process of the intelligent terminal is as follows:
starting customer service software;
dialing a hotline;
acquiring a local number;
acquiring a device model number, a serial number and a software version number;
data encapsulation;
the request data is sent using http protocol.
The information receiving, processing and displaying process of the voice customer service platform comprises the following steps:
receiving http protocol request information;
analyzing http protocol data to obtain content;
extracting a communication number;
inquiring the communication number;
transmitting the device information;
and equipment information displayed by the interface.
And a second mode is a short message sending mode of the intelligent terminal:
under the condition of poor network state or no network, the customer service software synchronously sends the terminal information to the connected customer service in a short message sending mode.
And running app customer service software, monitoring that a user dials a specified hot line number, detecting that a network is unavailable, and acquiring the mobile communication number, the equipment model, the serial number and the software version number of the current equipment. The mobile communication number is used as an identifier, short message information is generated together with the information of the equipment model, the serial number and the software version number and is sent to the voice customer service platform, the communication number is obtained, the customer service personnel accessed by the number are searched in the voice customer service platform, and the equipment information of the number is synchronously sent and displayed to the customer service personnel.
Specifically, the information acquisition process of the intelligent terminal:
and starting the customer service software.
Dial a hotline.
And detecting the network, and not being available.
And acquiring the communication number of the local machine.
And acquiring the equipment model number, the serial number and the software version number.
The short message 1001 is sent.
And the voice customer service platform receives and analyzes the short message.
And extracting the communication number.
The number is queried.
And sending the equipment information.
The interface displays device information.
Referring to fig. 16, the voice service platform comprises: the system comprises a voice module, a data module and a short message module. The voice module provides voice help hotline service for answering the user. The data module provides data traffic services associated with the user. The short message system is mainly used for services such as receiving and sending of user registration short messages.
Short message protocol:
short message format: "protocol identification, communication number, equipment model number, serial number, software version number", each message is separated by commas "and" separation ".
The protocol identification takes fixed characters as the beginning of the short message, which is different from the common user short message, and the software is used as the content short message of the user terminal equipment information as long as the software acquires the short message of the identification beginning. The identifier is 10 characters in length, such as hollineinf.
And the communication number is used for storing the communication number information of the user terminal.
And the equipment model is used for storing the equipment model information of the user terminal.
And the serial number is used for storing the equipment serial number information of the user terminal.
And the software version number is stored by the user.
Referring to fig. 11, software presets, and a flow mode is selected:
1101. and the intelligent terminal is started by installing preset customer service app software.
1102. And dialing a voice hotline for help.
1103. And accessing network data.
1104. The information is transmitted in a network-connected manner.
1105. And sending the information in a short message mode without a network.
Referring to fig. 12, a process of sending information by using network data:
1201. dial voice hotline.
1202. And acquiring the terminal equipment information.
1203. And the network sends the terminal information to the customer service data module.
1204. The customer service data module receives the information.
1205. And analyzing and acquiring the terminal information.
1206. The voice customer service platform searches for the connected customer service.
1207. And the voice customer service platform sends the terminal information to the wiring customer service.
1208. And the customer service interface displays the information of the current wiring terminal.
1209. The voice service completes the exit.
Referring to fig. 13, a process of sending information in a short message manner:
1301. dial voice hotline.
1302. And acquiring the terminal equipment information.
1303. And sending the short message to a customer service short message module.
1304. And the customer service short message module receives the information.
1305. And analyzing and acquiring the terminal information.
1306. The voice customer service platform searches for the connected customer service.
1307. And the voice customer service platform sends the terminal information to the wiring customer service.
1308. And the customer service interface displays the information of the current wiring terminal.
1309. The voice service completes the exit.
Referring to fig. 14, the sms content protocol is parsed as follows:
1401. short message content: hollineinfzte a2015, a000004E3D5402, ZTE _ A2015V1.0.0B01.
1402. Data is read with commas as delimiters.
1403. The reading protocol identification "get protocol identification" reads data. And identifying the short message of the acquired equipment information.
1404. And reading the equipment model of the intelligent terminal.
1405. And reading the serial number of the intelligent terminal.
1406. And reading the system software version number of the intelligent terminal.
Referring to fig. 15, the processing flow of the voice customer service platform is as follows:
1501. to the user voice hotline.
1502. And saving the incoming call number.
1503. And distributing the wiring customer service personnel by taking the incoming call number as the identification.
1504. And receiving the equipment information sent by the terminal software.
1505. And the data module or the short message module.
1506. And searching the supported wiring customer service by using the communication number of the sending terminal (intelligent terminal).
1507. And sending the equipment information to a wiring customer service display.
The voice service ends the exit.
The customer service data module processing process comprises the following steps:
receiving an http request of customer service software;
analyzing an http protocol to obtain terminal information;
and reporting the voice customer service platform.
The processing process of the customer service short message module comprises the following steps:
and receiving the short message sent by the customer service software.
And acquiring the terminal information.
And reporting the voice customer service platform.
Network mode data encapsulation process:
and calling the system api to acquire the information of the equipment model, the serial number and the software version number.
The JSON data format is used.
The JSON data stores device-related information.
JSON data format:
the name/value pairs are of the form: { "PhoneNum": 13333333333 "," Model ": ZTE A2015", "IMEI": "A000004E 3D 5402", "Version": ZTE-A2015V1.0.0B01 "}
And (3) sending a short message:
and calling the system api to acquire the information of the equipment model, the serial number and the software version number.
And generating a sending short message format.
And calling the system to send the short message api.
And finishing sending the short message to the appointed receiving number.
Example four
Referring to fig. 5, a method for synchronously acquiring information of an intelligent terminal by voice customer service is provided, and the method is applied to a voice customer service platform connected with the intelligent terminal, and comprises the following steps:
Further, step 501 specifically includes:
and receiving the equipment information of the intelligent terminal sent by the intelligent terminal according to the http protocol or the short message protocol.
EXAMPLE five
Referring to fig. 6, a device for synchronously acquiring information of an intelligent terminal by voice customer service is provided, and is applied to the intelligent terminal, and the device comprises:
the first detection module 601 is configured to detect whether a called number input by a user on the intelligent terminal is a hotline number of a voice customer service;
the obtaining module 602 is configured to obtain device information of the intelligent terminal when detecting that the called number is a hot line number of the voice customer service, where the device information includes: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
the first sending module 603 is configured to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hotline number according to the hotline number of the voice customer service, and instruct the voice customer service platform to send and display the device information to the connection customer service to which the mobile communication number is accessed.
EXAMPLE six
On the basis of the fifth embodiment, further, referring to fig. 7, the first transmitting module includes:
a first encapsulation unit 60321, configured to encapsulate, according to the JSON data format, the acquired device information of the intelligent terminal;
and the first sending unit 60322 is configured to send the device information of the intelligent terminal after the encapsulation processing to the voice customer service platform corresponding to the hotline number through an http protocol according to the hotline number of the voice customer service.
EXAMPLE seven
Referring to fig. 8, a device for acquiring information of an intelligent terminal synchronously by voice customer service is provided, which is applied to the intelligent terminal, and comprises:
the first detection module 601 is configured to detect whether a called number input by a user on the intelligent terminal is a hotline number of a voice customer service;
the obtaining module 602 is configured to obtain device information of the intelligent terminal when detecting that the called number is a hot line number of the voice customer service, where the device information includes: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
the first sending module 603 is configured to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hotline number according to the hotline number of the voice customer service, and instruct the voice customer service platform to send and display the device information to the connection customer service to which the mobile communication number is accessed.
Further, with continued reference to fig. 8, the first sending module 603 includes:
a second encapsulating unit 60331, configured to encapsulate the acquired device information of the intelligent terminal according to a predetermined short message format;
a second sending unit 60332, configured to send, according to the hot line number of the voice customer service, the device information of the intelligent terminal after being encapsulated through the short message protocol to the voice customer service platform corresponding to the hot line number.
Example eight
Referring to fig. 9, a device for synchronously acquiring information of an intelligent terminal by voice customer service is provided, and is applied to the intelligent terminal, and the device includes:
the first detection module 601 is configured to detect whether a called number input by a user on the intelligent terminal is a hotline number of a voice customer service;
the obtaining module 602 is configured to obtain device information of the intelligent terminal when detecting that the called number is a hot line number of the voice customer service, where the device information includes: the mobile communication number of the intelligent terminal and the software information or hardware information of the intelligent terminal equipment;
the first sending module 603 is configured to send the device information of the intelligent terminal to the voice customer service platform corresponding to the hotline number according to the hotline number of the voice customer service, and instruct the voice customer service platform to send and display the device information to the connection customer service to which the mobile communication number is accessed.
Further, with continued reference to fig. 9, the first sending module 603 includes:
a first detecting unit 6031, configured to detect whether the smart terminal is connected to the mobile internet;
a first encapsulation unit 60321, configured to, when the intelligent terminal accesses the mobile internet, encapsulate, according to the JSON data format, the acquired device information of the intelligent terminal;
the third sending unit 60322 is configured to send, according to the hot line number of the voice customer service, the device information of the intelligent terminal after being encapsulated through an http protocol to the voice customer service platform corresponding to the hot line number;
a second encapsulating unit 60331, configured to encapsulate, when the intelligent terminal does not access the mobile internet, the acquired device information of the intelligent terminal according to a predetermined short message format;
a fourth sending unit 60332, configured to send, according to the hot line number of the voice customer service, the device information of the intelligent terminal after being encapsulated through the short message protocol to the voice customer service platform corresponding to the hot line number.
Example nine
Referring to fig. 6, a device for synchronously acquiring information of an intelligent terminal by voice customer service is provided, and is applied to a voice customer service platform connected with the intelligent terminal, and the device includes:
the receiving module 701 is used for receiving equipment information of the intelligent terminal sent by the intelligent terminal when the intelligent terminal carries out voice call with the intelligent terminal, wherein the equipment information of the intelligent terminal is automatically acquired when the intelligent terminal detects that a called number input on the intelligent terminal by a user is a hot line number of voice customer service;
the analysis module 702 is configured to analyze the received device information of the intelligent terminal to obtain a mobile communication number of the intelligent terminal and software information or hardware information of the intelligent terminal device;
the second sending module 703 is configured to determine a connection service in the voice service platform according to the mobile communication number, and send and display the device information to the connection service.
Further, referring to fig. 10, the receiving module 701 includes:
the receiving unit 7011 is configured to receive, according to an http protocol or a short message protocol, device information of the intelligent terminal sent by the intelligent terminal.
In the embodiment of the invention, the method and the device for synchronously acquiring the intelligent terminal information by the voice customer service solve the problem that when a customer service person receives a voice help call of an intelligent terminal user, intelligent terminal equipment information in the hand of the user is synchronously sent to the customer service person who is connected by software preset in an intelligent terminal, so that the customer service person can timely know the equipment information of the user, and the problem of the user is pertinently supported and solved.
The foregoing is a preferred embodiment of the present invention, and it should be noted that it would be apparent to those skilled in the art that various modifications and enhancements can be made without departing from the principles of the invention, and such modifications and enhancements are also considered to be within the scope of the invention.
Claims (12)
1. A method for synchronously acquiring intelligent terminal information by voice customer service is applied to an intelligent terminal, and is characterized by comprising the following steps:
detecting whether a called number input by a user on the intelligent terminal is a hot line number of the voice customer service;
when detecting that the called number is a hot line number of the voice customer service, acquiring equipment information of the intelligent terminal, wherein the equipment information comprises: the mobile communication number of the intelligent terminal, and the software information or the hardware information of the intelligent terminal;
sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a connection customer service accessed by the mobile communication number,
the method comprises the following steps of sending equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service, and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number, wherein the method comprises the following steps:
and taking the mobile communication number as an identifier, sending the mobile communication number and the acquired software information or hardware information of the intelligent terminal to a voice customer service platform corresponding to the hot line number together, and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number based on the mobile communication number.
2. The method according to claim 1, wherein the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number according to the hot-line number of the voice customer service comprises:
packaging the acquired equipment information of the intelligent terminal according to the JSON data format;
and sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service.
3. The method according to claim 1, wherein the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number according to the hot-line number of the voice customer service comprises:
packaging the acquired equipment information of the intelligent terminal according to a preset short message format;
and according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol.
4. The method according to claim 1, wherein the sending the device information of the intelligent terminal to the voice customer service platform corresponding to the hot-line number according to the hot-line number of the voice customer service comprises:
detecting whether the intelligent terminal is accessed to a mobile internet or not;
when the intelligent terminal is accessed to the mobile internet, packaging the acquired equipment information of the intelligent terminal according to the JSON data format; according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol;
when the intelligent terminal is not accessed to the mobile internet, packaging the acquired equipment information of the intelligent terminal according to a preset short message format; and according to the hot line number of the voice customer service, sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol.
5. A method for synchronously acquiring intelligent terminal information by voice customer service is applied to a voice customer service platform which establishes connection with an intelligent terminal, and is characterized by comprising the following steps:
when the intelligent terminal is in voice communication with the intelligent terminal, receiving equipment information of the intelligent terminal, which is sent by the intelligent terminal, wherein the equipment information of the intelligent terminal is automatically acquired when the intelligent terminal detects that a called number input on the intelligent terminal by a user is a hot line number of voice customer service;
analyzing the received equipment information of the intelligent terminal to obtain a mobile communication number of the intelligent terminal and software information or hardware information of the intelligent terminal, wherein the mobile communication number is used as an identifier;
and determining the wiring customer service in the voice customer service platform according to the mobile communication number, and sending and displaying the equipment information to the wiring customer service.
6. The method according to claim 5, wherein the receiving the device information of the intelligent terminal sent by the intelligent terminal comprises:
and receiving the equipment information of the intelligent terminal sent by the intelligent terminal according to an http protocol or a short message protocol.
7. The utility model provides a device that pronunciation customer service synchronous acquisition intelligent terminal information, is applied to intelligent terminal, its characterized in that, the device includes:
the first detection module is used for detecting whether the called number input on the intelligent terminal by the user is a hot line number of the voice customer service;
the acquisition module is used for acquiring the equipment information of the intelligent terminal when detecting that the called number is the hot line number of the voice customer service, wherein the equipment information comprises: the mobile communication number of the intelligent terminal, and the software information or the hardware information of the intelligent terminal;
the first sending module is used for sending the equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number according to the hot line number of the voice customer service and instructing the voice customer service platform to send and display the equipment information to a wiring customer service accessed by the mobile communication number,
the first sending module is specifically configured to use the mobile communication number as an identifier, send the mobile communication number and the acquired software information or hardware information of the intelligent terminal to a voice customer service platform corresponding to the hotline number, and instruct the voice customer service platform to send and display the device information to a connection customer service accessed by the mobile communication number based on the mobile communication number.
8. The apparatus of claim 7, wherein the first sending module comprises:
the first packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to the JSON data format;
and the first sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service.
9. The apparatus of claim 7, wherein the first sending module comprises:
the second packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to a preset short message format;
and the second sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through a short message protocol according to the hot line number of the voice customer service.
10. The apparatus of claim 7, wherein the first sending module comprises:
the first detection unit is used for detecting whether the intelligent terminal is accessed to the mobile internet or not;
the first packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to the JSON data format when the intelligent terminal is accessed to the mobile internet;
the third sending unit is used for sending the packaged equipment information of the intelligent terminal to a voice customer service platform corresponding to the hot line number through an http protocol according to the hot line number of the voice customer service;
the second packaging unit is used for packaging the acquired equipment information of the intelligent terminal according to a preset short message format when the intelligent terminal is not accessed to the mobile internet;
and the fourth sending unit is used for sending the packaged equipment information of the intelligent terminal to the voice customer service platform corresponding to the hot line number through a short message protocol according to the hot line number of the voice customer service.
11. A device for synchronously acquiring intelligent terminal information by voice customer service is applied to a voice customer service platform connected with an intelligent terminal, and is characterized in that the device comprises:
the intelligent terminal comprises a receiving module, a processing module and a processing module, wherein the receiving module is used for receiving equipment information of the intelligent terminal sent by the intelligent terminal when the intelligent terminal carries out voice call with the intelligent terminal, and the equipment information of the intelligent terminal is automatically acquired when the intelligent terminal detects that a called number input on the intelligent terminal by a user is a hot line number of voice customer service;
the analysis module is used for analyzing the received equipment information of the intelligent terminal to obtain a mobile communication number of the intelligent terminal and software information or hardware information of the intelligent terminal, wherein the mobile communication number is used as an identifier;
and the second sending module is used for determining the wiring customer service in the voice customer service platform according to the mobile communication number, and sending and displaying the equipment information to the wiring customer service.
12. The apparatus of claim 11, wherein the receiving module comprises:
and the receiving unit is used for receiving the equipment information of the intelligent terminal sent by the intelligent terminal according to an http protocol or a short message protocol.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510977081.5A CN106911866B (en) | 2015-12-23 | 2015-12-23 | Method and device for voice customer service to synchronously acquire intelligent terminal information |
| PCT/CN2016/075478 WO2016177063A1 (en) | 2015-12-23 | 2016-03-03 | Method, device and storage medium for synchronously acquiring intelligent terminal information by speech customer service |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510977081.5A CN106911866B (en) | 2015-12-23 | 2015-12-23 | Method and device for voice customer service to synchronously acquire intelligent terminal information |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN106911866A CN106911866A (en) | 2017-06-30 |
| CN106911866B true CN106911866B (en) | 2020-02-14 |
Family
ID=57217528
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201510977081.5A Active CN106911866B (en) | 2015-12-23 | 2015-12-23 | Method and device for voice customer service to synchronously acquire intelligent terminal information |
Country Status (2)
| Country | Link |
|---|---|
| CN (1) | CN106911866B (en) |
| WO (1) | WO2016177063A1 (en) |
Families Citing this family (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN112738346A (en) * | 2020-12-10 | 2021-04-30 | 南方电网数字电网研究院有限公司 | Intelligent customer service hot line system for business management |
| CN114500419A (en) * | 2022-02-11 | 2022-05-13 | 阿里巴巴（中国）有限公司 | Information interaction method, equipment and system |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1302167A (en) * | 1999-12-28 | 2001-07-04 | Lg电子株式会社 | Post-sell service method for mobile terminal |
| CN1619559A (en) * | 2003-11-18 | 2005-05-25 | 华为技术有限公司 | Method of providing service to customer and its system |
| CN1794647A (en) * | 2005-05-19 | 2006-06-28 | 华为技术有限公司 | Method and its system upload terminal information in equipment management |
Family Cites Families (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6601190B1 (en) * | 1999-10-28 | 2003-07-29 | Hewlett-Packard Development Company, L.P. | Automatic capture and reporting of computer configuration data |
| US8782188B2 (en) * | 2010-06-30 | 2014-07-15 | Cellco Partnership | Automated device reporting |
-
2015
- 2015-12-23 CN CN201510977081.5A patent/CN106911866B/en active Active
-
2016
- 2016-03-03 WO PCT/CN2016/075478 patent/WO2016177063A1/en active Application Filing
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN1302167A (en) * | 1999-12-28 | 2001-07-04 | Lg电子株式会社 | Post-sell service method for mobile terminal |
| CN1619559A (en) * | 2003-11-18 | 2005-05-25 | 华为技术有限公司 | Method of providing service to customer and its system |
| CN1794647A (en) * | 2005-05-19 | 2006-06-28 | 华为技术有限公司 | Method and its system upload terminal information in equipment management |
Also Published As
| Publication number | Publication date |
|---|---|
| WO2016177063A1 (en) | 2016-11-10 |
| CN106911866A (en) | 2017-06-30 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN207148815U (en) | Intellectual broadcast equipment | |
| CN109152094B (en) | Wireless network connection method for terminal | |
| CN107480965A (en) | Information-pushing method and device under line | |
| WO2019045546A1 (en) | Method and system for providing delivery service using application running in delivery driver terminal | |
| KR101934413B1 (en) | Method and Device for Conducting Information Sharing Broadcast Based on Wi-Fi | |
| CN109347921A (en) | A kind for the treatment of method and apparatus of digital certificate business | |
| CN106911866B (en) | Method and device for voice customer service to synchronously acquire intelligent terminal information | |
| WO2014069851A1 (en) | Apparatus for providing call for url information mapped with telephone number and method for providing additional information using same | |
| CN107368334B (en) | Business plug-in interaction system and method | |
| CN109087468A (en) | A kind of aobvious code casting equipment, account binding and payment transaction processing method and processing device | |
| CN106569934A (en) | Application log display method and device | |
| CN111901813A (en) | Network configuration method and equipment for customer premises equipment | |
| CN107743116B (en) | Information transmission method and device, computer equipment and computer readable storage medium | |
| US20190172263A1 (en) | Method and apparatus for augmenting reality | |
| CN105610937B (en) | Obtain the system and method for visitor and access device information | |
| CN109981546A (en) | The method and apparatus for obtaining the far call relationship between application module | |
| CN114285774A (en) | Flow recording method and device, electronic equipment and storage medium | |
| FR2911751A1 (en) | Telecommunication method for providing e.g. short message service, to mobile telephone user, involves generating data from activation link of page for emitting data at short range by terminal to personal equipment before data transmission | |
| CN104346759A (en) | Photo self-help printing method based on cloud service and photo self-help printing system | |
| CN101431714B (en) | Method and device for processing communication service order request | |
| WO2001084868A1 (en) | Method for providing interactive services | |
| CN111599145A (en) | Device for realizing information alarm by enterprise WeChat | |
| JP2009094699A (en) | Telephone connection control system, server apparatus, server processing program, and telephone connection control method | |
| CN110225097A (en) | A kind of information processing method, equipment and storage medium | |
| CN103167601A (en) | Control method and control device for achieving user registration through multiple terminals |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant |