CN107018243A - A kind of call information processing method and device - Google Patents
A kind of call information processing method and device Download PDFInfo
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- CN107018243A CN107018243A CN201610065575.0A CN201610065575A CN107018243A CN 107018243 A CN107018243 A CN 107018243A CN 201610065575 A CN201610065575 A CN 201610065575A CN 107018243 A CN107018243 A CN 107018243A
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Classifications
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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
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/22—Procedures used during a speech recognition process, e.g. man-machine dialogue
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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5183—Call or contact centers with computer-telephony arrangements
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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
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
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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
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
- H04W4/18—Information format or content conversion, e.g. adaptation by the network of the transmitted or received information for the purpose of wireless delivery to users or terminals
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04W—WIRELESS COMMUNICATION NETWORKS
- H04W88/00—Devices specially adapted for wireless communication networks, e.g. terminals, base stations or access point devices
- H04W88/18—Service support devices; Network management devices
- H04W88/185—Selective call encoders for paging networks, e.g. paging centre devices
Abstract
The embodiment of the invention discloses a kind of call information processing method, methods described includes：When detecting user with the foundation communication connection of the first agent client, the user and the communication information of first agent client are obtained according to the first communication identifier；Wherein, first communication identifier is that queue machine is sent to real-time translation system by computer telephony integration system platform；The communication information got is converted into the preset format communication information；Set up the incidence relation of first communication identifier and the preset format communication information, and be stored in real-time translation system, in order to which seat system service end obtains the user and the preset format communication information of first agent client according to first communication identifier.The embodiment of the present invention further simultaneously discloses a kind of call information processing unit.
Description
Technical field
The present invention relates to the information processing technology in the communications field, more particularly to a kind of call information processing method
And device.
Background technology
Current operator and major industries (such as bank, insurance) customer service hotline carry mass users daily
Incoming call is, it is necessary to which substantial amounts of Customer Service people provides user service support.As cost of labor and client are to clothes
The lifting of business quality requirement, operator customer service center is faced with the dual-pressure of cost and quality, is badly in need of
Lift efficiency of service and service quality.To solve the above problems, the client of current operator and major industries
Service hotline is typically owned by the call center system of oneself, is carried in the form of calls transfer to answer user
The different problems gone out.
Existing calls transfer scheme is usually incoming call first by line contact staff's listening user, as line visitor
When taking personnel and finding the problem of can not answer user, call forwarding can be arrived and propose that problem is corresponding special with user
Line contact staff.Simply the incoming call speech channel of user is transferred to new special line contact staff in existing scheme, turned
Being connected to the special line contact staff of incoming call needs to link up demand for services again with client, can have call before switching and hand over
The problem of mutual information is lost, causes efficiency of service low, influences customer satisfaction with services.
The content of the invention
In order to solve the above technical problems, the embodiment of the present invention is expected to provide a kind of call information processing method and dress
Put, solve asking of having that the communication information of user and customer service before loses in existing Service Phone switching scheme
Topic, improves efficiency of service, greatly enhances customers' satisfaction level.And then, it can improve user's
Experience effect.
The technical proposal of the invention is realized in this way：
A kind of call information processing method, methods described includes：
When detecting user with the foundation communication connection of the first agent client, obtained according to the first communication identifier
The user and the communication information of first agent client；Wherein, first communication identifier is to queue up
Machine is sent to real-time translation system by computer telephony integration system platform；
The communication information got is converted into the preset format communication information；
The incidence relation of first communication identifier and the preset format communication information is set up, and is stored in reality
When translation system in, in order to seat system service end according to first communication identifier obtain the user with
The preset format communication information of first agent client.
A kind of call information processing method, methods described includes：
Receive the first communication identifier that computer telephony integration system platform is sent；
The pre- of user and the first agent client is obtained in real-time translation system according to first communication identifier
If form message information, and the preset format communication information is sent to the second agent client.
Optionally, it is described to obtain user and the first seat in real-time translation system according to first communication identifier
The preset format communication information of seat client, and the preset format communication information is sent to second attended a banquet visitor
Family end, including：
The second communication identifier and transfer message response for receiving the computer telephony integration system platform transmission please
Ask；
Judge whether corresponding second agent client of second communication identifier is idle；
If second agent client is idle, sends transfer message and acknowledge message to the compuphone
Integrated System Platform, in order to which the computer telephony integration system platform indicates that queue machine sets up the user
With the communication of second agent client；
When recognizing the user with second agent client foundation communication connection, according to described first
Communication identifier obtains the preset format communication information of user and the first agent client in real-time translation system,
And the preset format communication information is sent into the second agent client corresponding to second communication identifier.
It is optionally, described when recognizing the user with second agent client foundation communication connection,
The default lattice of user and the first agent client are obtained in real-time translation system according to first communication identifier
The formula communication information, and sent the preset format communication information to the second seat according to second communication identifier
Seat client, including：
When recognizing the user with second agent client foundation communication connection, the communication information is sent
Inquiry request is to the real-time translation system, in order to which the real-time translation system is marked according to the described first communication
Know the corresponding preset format communication information of inquiry first communication identifier, and send to seat system clothes
Business end；
The corresponding preset format communication information of first communication identifier that the real-time translation system is sent is received,
And it is corresponding to second communication identifier to send the corresponding preset format communication information of first communication identifier
Second agent client.
A kind of call information processing unit, described device includes：Acquiring unit, converting unit and the first processing
Unit, wherein：
The acquiring unit, for when detect user and the first agent client set up communicate to connect when, root
The user and the communication information of first agent client are obtained according to the first communication identifier；Wherein, it is described
First communication identifier is that queue machine is sent to real-time translation system by computer telephony integration system platform；
The converting unit, for the communication information got to be converted into the preset format communication information；
The first processing units, for setting up first communication identifier and the preset format communication information
Incidence relation, and be stored in real-time translation system, in order to which seat system service end is according to described first
Communication identifier obtains the user and the preset format communication information of first agent client.
Optionally, described device includes：Receiving unit and second processing unit, wherein：
The receiving unit, the first communication identifier for receiving the transmission of computer telephony integration system platform；
The second processing unit, for obtaining use in real-time translation system according to first communication identifier
The preset format communication information of family and the first agent client, and by the preset format communication information send to
Second agent client.
Optionally, the second processing unit includes：Receiving module, judge module, sending module and processing
Module, wherein：
The receiving module, for receiving the second communication mark that the computer telephony integration system platform is sent
Know and transfer message response request；
The judge module, for judging whether corresponding second agent client of second communication identifier is empty
It is not busy；
The sending module, if idle for second agent client, send transfer message response and disappears
Breath is to the computer telephony integration system platform, in order to which the computer telephony integration system platform is indicated
Queue machine sets up the communication of the user and second agent client；
The processing module, communication link is set up for that ought recognize the user and second agent client
When connecing, user and the first agent client are obtained in real-time translation system according to first communication identifier
The preset format communication information, and the preset format communication information is sent to second communication identifier correspondence
The second agent client.
Optionally, the processing module specifically for：
When recognizing the user with second agent client foundation communication connection, the communication information is sent
Inquiry request is to the real-time translation system, in order to which the real-time translation system is marked according to the described first communication
Know the corresponding preset format communication information of inquiry first communication identifier, and send to seat system clothes
Business end；
The corresponding preset format communication information of first communication identifier that the real-time translation system is sent is received,
And it is corresponding to second communication identifier to send the corresponding preset format communication information of first communication identifier
Second agent client.
The embodiment of the present invention provides provided call information processing method and device, obtains user and is sat with first
The communication information of seat client is simultaneously converted into the preset format communication information, while setting up the preset format communication information
With the corresponding relation of the first communication identifier, then user and the second agent client are set up while communicate to connect,
Can be communicated letter according to the first communication identifier acquisition user received with the preset format of the first agent client
Breath；So, user with first customer service call is no solve the problems, such as when, by call forwarding to second visitor
Second customer service can obtain user and the call-information of first customer service while clothes, it is to avoid user repeats to carry
Go wrong, solve and there is user and the communication information loss of customer service before in existing Service Phone switching scheme
The problem of, efficiency of service is improved, customers' satisfaction level is greatly enhanced.And then, use can be improved
The experience effect at family.
Brief description of the drawings
Fig. 1 is a kind of schematic flow sheet of call information processing method provided in an embodiment of the present invention；
Fig. 2 is the schematic flow sheet of another call information processing method provided in an embodiment of the present invention；
Fig. 3 is the schematic flow sheet of another call information processing method provided in an embodiment of the present invention；
Fig. 4 is a kind of structural representation of call information processing unit provided in an embodiment of the present invention；
Fig. 5 is the structural representation of another call information processing unit provided in an embodiment of the present invention；
Fig. 6 is the structural representation of another call information processing unit provided in an embodiment of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear
Chu, it is fully described by.
The embodiment of the present invention provides a kind of call information processing method, shown in reference picture 1, this method include with
Lower step：
Step 101, when detect user and the first agent client set up communicate to connect when, it is logical according to first
Beacon, which is known, obtains user and the communication information of the first agent client.
Wherein, the first communication identifier is that queue machine is sent to real-time turn by computer telephony integration system platform
Translate system.
Specifically, step 101 obtains user according to the first communication identifier and the communication of the first agent client is believed
Breath can be realized by real-time translation system.Computer telephony integration system (Computer Telephone
Integration, CTI) platform get the first agent client that can be communicated with user first communication mark
After knowledge, first communication identifier is sent to seat system service end, seat system service end is according to obtaining
The first communication identifier judge the situation of corresponding first agent client, and informed queuing machine set up user,
Call connection between corresponding first agent client of first communication identifier and real-time translation system, so,
Real-time translation system can obtain the call-information between user and the first agent client in real time.Wherein,
First communication identifier it is preferred can be the first agent client identity (identification, ID).
Step 102, the communication information got is converted into the preset format communication information.
Specifically, step 102 communication information got is converted into the preset format communication information can be by reality
When translation system realize.Real-time translation system can be led in user in real and the first agent client
The call-information got is converted to the information of preset format while words information, preferably can be conversion
For text message；Or, real-time translation system can obtain user and the first agent client call knot
After beam, the call-information got is converted to the information of preset format, certainly preferred can also be text
This information.
Step 103, the incidence relation for setting up the first communication identifier and the preset format communication information, and be stored in
In real-time translation system, sat in order to which seat system service end obtains user according to the first communication identifier with first
The preset format communication information of seat client.
Specifically, step 103 sets up the incidence relation of the first communication identifier and the preset format communication information, and
Being stored in real-time translation system can be realized by real-time translation system.The text that transfer is obtained can be set up
Information and the ID of the first agent client one-to-one relationship, and store it in real-time transfer system,
Seat system service end is using the obtained ID of the first agent client as index afterwards, the text that inquiry transfer is obtained
This information and then the call-information for obtaining user and the first agent client.
The call information processing method that the embodiment of the present invention is provided, obtains user and the first agent client
The communication information is simultaneously converted into the preset format communication information, is communicated while setting up the preset format communication information with first
The corresponding relation of mark, can basis while then user sets up communication connection with the second agent client
The first communication identifier received obtains user and the preset format communication information of the first agent client；So,
User with first customer service call is no solve the problems, such as when, by while call forwarding to second customer service the
Two customer services can obtain user and the call-information of first customer service, it is to avoid user repeats proposition problem, solution
The problem of communication information that there is user and customer service before in existing Service Phone switching scheme of having determined is lost, carries
High efficiency of service, greatly enhances customers' satisfaction level.And then, the experience effect of user can be improved
Really.
The embodiment of the present invention provides a kind of call information processing method, shown in reference picture 2, this method include with
Lower step：
Step 201, the first communication identifier for receiving the transmission of computer telephony integration system platform.
Specifically, step 201 receive the first communication identifier that computer telephony integration system platform sends can be with
Realized by seat system service end.First communication identifier it is preferred can be the first agent client
ID, the ID of first agent client can be that CTI platforms send communication switching to seat system service end
Send, can be carried in communication switching request when request.
Step 202, obtain in real-time translation system according to the first communication identifier user and attended a banquet client with first
The preset format communication information at end, and the preset format communication information is sent to the second agent client.
Sat specifically, step 202 obtains user according to the first communication identifier in real-time translation system with first
The preset format communication information of seat client, and the preset format communication information is sent to the second agent client
It can be realized by seat server of the system.
It should be noted that the explanation in the present embodiment with same steps in other embodiments or concept can be joined
According to the description in other embodiments, here is omitted.
The call information processing method that the embodiment of the present invention is provided, obtains user and the first agent client
The communication information is simultaneously converted into the preset format communication information, is communicated while setting up the preset format communication information with first
The corresponding relation of mark, can basis while then user sets up communication connection with the second agent client
The first communication identifier received obtains user and the preset format communication information of the first agent client；So,
User with first customer service call is no solve the problems, such as when, by while call forwarding to second customer service the
Two customer services can obtain user and the call-information of first customer service, it is to avoid user repeats proposition problem, solution
The problem of communication information that there is user and customer service before in existing Service Phone switching scheme of having determined is lost, carries
High efficiency of service, greatly enhances customers' satisfaction level.And then, the experience effect of user can be improved
Really.
The embodiment of the present invention provides a kind of call information processing method, shown in reference picture 3, this method include with
Lower step：
Step 301, queue machine receive the call request that user sends, and send setup requests to calculating
Electromechanical telephone integrating system platform.
Specifically, user can send call request to queue machine, row by operator's speech network route
Team's machine, which is received, can send setup requests to CTI platforms after user's call request.
Step 302, computer telephony integration system platform query call routing iinformation and send call setup should
Information is answered, while sending call-in reporting and the first communication identifier to seat system service end according to routing iinformation.
Specifically, CTI platform query routing information judges the state of each agent client, can if currently had
Agent client then sends call setup response to queue machine, if currently without the available client that attends a banquet
Then dispatcher queue is indicated to queue machine at end, and queue machine is received can be according to existing technical scheme after queuing is indicated
In call center incoming call flow perform until receiving call setup response message.
Step 303, the judgement of seat system service end obtain the first communication identifier corresponding agent client free time,
Response message is then returned to computer telephony integration system platform.
Specifically, seat system service end is received after the call-in reporting of CTI platforms transmission, detection first is led to
Whether the communication line that beacon knows corresponding agent client is idle, is attended a banquet if the first communication identifier is corresponding
The communication line of client is idle, then returns to response message to CTI platforms；If the first communication identifier correspondence
Agent client communication line it is busy, then inquire about again free time agent client.
Step 304, computer telephony integration system platform informed queuing machine set up communication connection.
Step 305, queue machine set up the communication connection of user, the first agent client and real-time translation system.
Specifically, carrying the first communication identifier, queue machine root in the foundation communication connection that CTI platforms are sent
Corresponding first agent client is found according to first communication identifier, and sets up user, the first agent client
Communication connection between real-time translation system.
Step 306, when detect user and the first agent client set up communicate to connect when, translation system in real time
Unite and user and the communication information of the first agent client are obtained according to the first communication identifier.
Wherein, the first communication identifier is that queue machine is sent to real-time turn by computer telephony integration system platform
Translate system.
Specifically, translation system can include real-time voice interface, speech recognition engine and speech text in real time
Three modules of database, real-time voice interface can be obtained in the call between user and the first agent client
Hold, obtained dialog context is sent to speech recognition engine afterwards, while speech recognition engine will be recognized
To voice information be converted to text message, and be stored in speech text database.Wherein, in real time
The specific bearing mode of speech interface can be based on time division multiplexing (Time Division Multiplexing, TDM)
Relaying ISUP (Integrated Services Digital Network User Part,
ISUP) agreement or can for internet protocol-based (Internet Protocol, IP) conversation initial assist
Discuss (Session Initiation Protocol, SIP) signaling and RTP (Real-time Transport
Protocol, RTP) audio medium stream.
Step 307, seat system service end receive the first communication that computer telephony integration system platform is sent
Mark.
Step 308, when the first agent client can not solve customer problem, the first agent client send
Communication switching is asked to seat system service end.
Specifically, when the first agent client finds oneself not providing the service of user's needs, record
Call summary info is simultaneously asked call forwarding to special line agent client.
Communication switching request is transmitted to computer telephony integration system and put down by step 309, seat system service end
Platform.
Step 310, computer telephony integration system platform indicate that queue machine carries out communication switching and prepares operation.
Wherein, it can be specifically that CTI platforms refer to that CTI platforms, which indicate that queue machine carries out communication switching to prepare operation,
Show that queue machine answers switching waiting tone to user terminal.
Step 311, queue machine remove user, the first seat according to the instruction of computer telephony integration system platform
The communication connection of seat client and real-time translation system.
The communication information got is converted into the preset format communication information by step 312, real-time translation system.
Specifically, the communication information got is converted into the preset format communication information by translation system in real time, can
To be that the speech recognition engine in real-time translation system is realized.
Step 313, real-time translation system set up associating for the first communication identifier and the preset format communication information
System, and be stored in real-time translation system.
Specifically, the voice text that the obtained preset format communication information can be stored in real-time translation system
In database, and stored according to the first communication identifier and preset format communication information corresponding relation, meanwhile,
First agent client ticket call summary info can be in the lump stored in speech text database.
Step 314, computer telephony integration system platform send communication-diversion notifications to seat system service end.
Wherein, the information such as the first communication identifier, the second communication identifier are carried in communication-diversion notifications.
Step 315, seat system service end judge to obtain that the second communication identifier is corresponding to attend a banquet the free time, then returned
Revolution connects response message to computer telephony integration system platform.
Specifically, seat system service end is received after the communication-diversion notifications of CTI platforms transmission, detection the
Whether the communication line of the corresponding agent client of two communication identifiers is idle, if the second communication identifier is corresponding
The communication line of agent client is idle, then returns to switching response message to CTI platforms；If the second communication
The communication line for identifying corresponding agent client is busy, then inquires about the agent client of free time again.
Step 316, computer telephony integration system platform informed queuing machine set up communication connection.
Step 317, queue machine set up the communication connection of user and the second agent client.
Step 318, when recognize user and the second agent client set up communicate to connect when, seat system clothes
Business end obtains the default lattice of user and the first agent client according to the first communication identifier in real-time translation system
The formula communication information, and the preset format communication information is sent to the second communication identifier corresponding second attended a banquet client
End.
Specifically, step 318 can be accomplished by the following way：
318a, when recognize user and second agent client set up communicate to connect when, seat system clothes
Business end sends communications information query and asked to real-time translation system.
318b, real-time translation system inquire about the corresponding preset format of the first communication identifier according to the first communication identifier
The communication information, and the corresponding preset format communication information of the first communication identifier is sent to seat system service end.
Specifically, translation system is according to the first communication identifier received in real time, in speech text database
The corresponding text message of the first communication identifier and summary info are inquired about, and text information and summary info are sent out
Deliver to seat system service end.
The first communication identifier that 318c, seat system service end receive real-time translation system transmission is corresponding default
Form message information, and the corresponding preset format communication information of the first communication identifier is sent to the second communication identifier
Corresponding second agent client.
Specifically, the text message received can be pushed to the second communication identifier pair by seat system service end
In the foreground interface for the second agent client answered, attended a banquet client to second while summary info can also be pushed
In the foreground interface at end, it is easy to the second agent client to check.Certainly, the second agent client can be selected
Viewing textual information or summary info.Wherein, the preset format communication information can be text format communications letter
Breath can also be the phonetic matrix communication information；Second agent client can be times in special line agent client
One agent client.
Illustrated so that user dials service calls inquiry accumulated point exchanging as an example：User dials service calls, electricity
Inquiry is inquired about the phone of oneself when previous line customer service and integrated after words are connected, and seeks advice from how associated quad exchanges,
While user converses with a line customer service, real-time translation system can record to call；One line customer service is found
During the problem of oneself can not answer user, request is by call forwarding to special line customer service, in request call forwarding
During, obtained calling record is translated to text message and according to call ID and text by real-time translation system
The corresponding relation of information is preserved；Phone successful handover to while special line customer service, seat system service end according to
Call ID obtains the dialog context of user and a line customer service in real-time translation system, and pushes to current private
In the interface of customer service；Now, special line customer service just can directly answer user without the demand of inquiry user again
The problem of, it is to avoid user repeats proposition problem, greatly improves efficiency of service and user satisfaction.
It should be noted that the explanation in the present embodiment with same steps in other embodiments or concept can be joined
According to the description in other embodiments, here is omitted.
The embodiment of the present invention provides provided call information processing method, obtains user and is attended a banquet client with first
The communication information at end is simultaneously converted into the preset format communication information, while setting up the preset format communication information and first
The corresponding relation of communication identifier, then user and the second agent client are set up while communicate to connect, can be with
User and the preset format communication information of the first agent client are obtained according to the first communication identifier received；
So, user with first customer service call is no solve the problems, such as when, by call forwarding to second customer service
Second customer service simultaneously can obtain user and the call-information of first customer service, it is to avoid user repeats proposition and asked
Topic, solves asking for the communication information loss that there is user and customer service before in existing Service Phone switching scheme
Topic, improves efficiency of service, greatly enhances customers' satisfaction level.And then, it can improve user's
Experience effect.
Embodiments of the invention provide a kind of call information processing unit, can apply to Fig. 1,3 corresponding realities
In a kind of call information processing method for applying example offer, shown in reference picture 4, the device includes：Acquiring unit
41st, converting unit 42 and first processing units 43, wherein：
Acquiring unit 41, for when detect user and the first agent client set up communicate to connect when, according to
First communication identifier obtains user and the communication information of the first agent client.
Wherein, the first communication identifier is that queue machine is sent to real-time turn by computer telephony integration system platform
Translate system.
Converting unit 42, for the communication information got to be converted into the preset format communication information.
First processing units 43, the incidence relation for setting up the first communication identifier and the preset format communication information,
And be stored in real-time translation system, in order to which seat system service end obtains user according to the first communication identifier
With the preset format communication information of the first agent client.
It should be noted that the interaction in the embodiment of the present invention between unit and module may be referred to
Interaction in a kind of call information processing method that Fig. 1,3 corresponding embodiments are provided, no longer goes to live in the household of one's in-laws on getting married herein
State.
The call information processing unit that the embodiment of the present invention is provided, obtains user and the first agent client
The communication information is simultaneously converted into the preset format communication information, is communicated while setting up the preset format communication information with first
The corresponding relation of mark, can basis while then user sets up communication connection with the second agent client
The first communication identifier received obtains user and the preset format communication information of the first agent client；So,
User with first customer service call is no solve the problems, such as when, by while call forwarding to second customer service the
Two customer services can obtain user and the call-information of first customer service, it is to avoid user repeats proposition problem, solution
The problem of communication information that there is user and customer service before in existing Service Phone switching scheme of having determined is lost, carries
High efficiency of service, greatly enhances customers' satisfaction level.And then, the experience effect of user can be improved
Really.
The embodiment of the present invention provides a kind of call information processing unit, can apply to Fig. 2,3 corresponding implementations
In a kind of call information processing method that example is provided, shown in reference picture 5, the device includes：Receiving unit 51
With second processing unit 52, wherein：
Receiving unit 51, the first communication identifier for receiving the transmission of computer telephony integration system platform.
Second processing unit 52, for obtaining user and the in real-time translation system according to the first communication identifier
The preset format communication information of one agent client, and the preset format communication information is sent to second attended a banquet visitor
Family end.
The call information processing unit that the embodiment of the present invention is provided, obtains user and the first agent client
The communication information is simultaneously converted into the preset format communication information, is communicated while setting up the preset format communication information with first
The corresponding relation of mark, can basis while then user sets up communication connection with the second agent client
The first communication identifier received obtains user and the preset format communication information of the first agent client；So,
User with first customer service call is no solve the problems, such as when, by while call forwarding to second customer service the
Two customer services can obtain user and the call-information of first customer service, it is to avoid user repeats proposition problem, solution
The problem of communication information that there is user and customer service before in existing Service Phone switching scheme of having determined is lost, carries
High efficiency of service, greatly enhances customers' satisfaction level.And then, the experience effect of user can be improved
Really.
Specifically, shown in reference picture 6, second processing unit 52 includes：Receiving module 521, judge module
522nd, sending module 523 and processing module 524, wherein：
Receiving module 521, for receive computer telephony integration system platform transmission the second communication identifier and
Transfer message response is asked.
Judge module 522, for judging whether corresponding second agent client of the second communication identifier is idle.
Sending module 523, if idle for the second agent client, send transfer message and acknowledges message to
Computer telephony integration system platform, is used in order to which computer telephony integration system platform indicates that queue machine is set up
Family and the communication of second agent client.
Processing module 524, for when recognize user and the second agent client set up communicate to connect when, root
User is obtained according to the first communication identifier in real-time translation system to communicate with the preset format of the first agent client
Information, and the preset format communication information is sent into the second agent client corresponding to the second communication identifier.
It should be noted that the interaction in the embodiment of the present invention between unit and module may be referred to
Interaction in a kind of call information processing method that Fig. 2,3 corresponding embodiments are provided, no longer goes to live in the household of one's in-laws on getting married herein
State.
The call information processing unit that the embodiment of the present invention is provided, obtains user and the first agent client
The communication information is simultaneously converted into the preset format communication information, is communicated while setting up the preset format communication information with first
The corresponding relation of mark, can basis while then user sets up communication connection with the second agent client
The first communication identifier received obtains user and the preset format communication information of the first agent client；So,
User with first customer service call is no solve the problems, such as when, by while call forwarding to second customer service the
Two customer services can obtain user and the call-information of first customer service, it is to avoid user repeats proposition problem, solution
The problem of communication information that there is user and customer service before in existing Service Phone switching scheme of having determined is lost, carries
High efficiency of service, greatly enhances customers' satisfaction level.And then, the experience effect of user can be improved
Really.
In actual applications, the acquiring unit 41, converting unit 42, first processing units 43, reception
Unit 51, second processing unit 52, receiving module 521, judge module 522, sending module 523 and place
Managing module 524 can be by sending central processing unit (the Central Processing in equipment positioned at wireless data
Unit, CPU), microprocessor (Micro Processor Unit, MPU), digital signal processor (Digital
Signal Processor, DSP) or field programmable gate array (Field Programmable Gate Array,
) etc. FPGA realize.
It should be understood by those skilled in the art that, embodiments of the invention can be provided as method, system or meter
Calculation machine program product.Therefore, the present invention can using hardware embodiment, software implementation or combine software and
The form of the embodiment of hardware aspect.Moreover, the present invention can be used wherein includes calculating one or more
The computer-usable storage medium of machine usable program code (includes but is not limited to magnetic disk storage and optical storage
Device etc.) on the form of computer program product implemented.
The present invention is with reference to method according to embodiments of the present invention, equipment (system) and computer program product
Flow chart and/or block diagram describe.It should be understood that can be by computer program instructions implementation process figure and/or side
Each flow and/or square frame in block diagram and flow and/or the knot of square frame in flow chart and/or block diagram
Close.Can provide these computer program instructions to all-purpose computer, special-purpose computer, Embedded Processor or
The processor of other programmable data processing devices is to produce a machine so that by computer or other can
The instruction of the computing device of programming data processing equipment is produced for realizing in one flow or multiple of flow chart
The device for the function of being specified in one square frame of flow and/or block diagram or multiple square frames.
These computer program instructions, which may be alternatively stored in, can guide computer or other programmable data processing devices
In the computer-readable memory worked in a specific way so that be stored in the computer-readable memory
Instruction, which is produced, includes the manufacture of command device, and the command device is realized in one flow of flow chart or multiple streams
The function of being specified in one square frame of journey and/or block diagram or multiple square frames.
These computer program instructions can be also loaded into computer or other programmable data processing devices, made
Obtain and series of operation steps performed on computer or other programmable devices to produce computer implemented processing,
So as to which the instruction performed on computer or other programmable devices is provided for realizing in one flow of flow chart
Or specified in one square frame of multiple flows and/or block diagram or multiple square frames function the step of.
The foregoing is only a preferred embodiment of the present invention, is not intended to limit the protection model of the present invention
Enclose.
Claims (8)
1. a kind of call information processing method, it is characterised in that methods described includes：
When detecting user with the foundation communication connection of the first agent client, obtained according to the first communication identifier
The user and the communication information of first agent client；Wherein, first communication identifier is to queue up
Machine is sent to real-time translation system by computer telephony integration system platform；
The communication information got is converted into the preset format communication information；
The incidence relation of first communication identifier and the preset format communication information is set up, and is stored in reality
When translation system in, in order to seat system service end according to first communication identifier obtain the user with
The preset format communication information of first agent client.
2. a kind of call information processing method, it is characterised in that methods described includes：
Receive the first communication identifier that computer telephony integration system platform is sent；
The pre- of user and the first agent client is obtained in real-time translation system according to first communication identifier
If form message information, and the preset format communication information is sent to the second agent client.
3. method according to claim 2, it is characterised in that described according to first communication identifier
User and the preset format communication information of the first agent client are obtained in real-time translation system, and will be described
The preset format communication information is sent to the second agent client, including：
The second communication identifier and transfer message response for receiving the computer telephony integration system platform transmission please
Ask；
Judge whether corresponding second agent client of second communication identifier is idle；
If second agent client is idle, sends transfer message and acknowledge message to the compuphone
Integrated System Platform, in order to which the computer telephony integration system platform indicates that queue machine sets up the user
With the communication of second agent client；
When recognizing the user with second agent client foundation communication connection, according to described first
Communication identifier obtains the preset format communication information of user and the first agent client in real-time translation system,
And the preset format communication information is sent into the second agent client corresponding to second communication identifier.
4. method according to claim 3, it is characterised in that described to recognize the user and institute
When stating the foundation communication connection of the second agent client, according to first communication identifier in real-time translation system
User and the preset format communication information of the first agent client are obtained, and will according to second communication identifier
The preset format communication information is sent to the second agent client, including：
When recognizing the user with second agent client foundation communication connection, the communication information is sent
Inquiry request is to the real-time translation system, in order to which the real-time translation system is marked according to the described first communication
Know the corresponding preset format communication information of inquiry first communication identifier, and send to seat system clothes
Business end；
The corresponding preset format communication information of first communication identifier that the real-time translation system is sent is received,
And it is corresponding to second communication identifier to send the corresponding preset format communication information of first communication identifier
Second agent client.
5. a kind of call information processing unit, it is characterised in that described device includes：Acquiring unit, conversion
Unit and first processing units, wherein：
The acquiring unit, for when detect user and the first agent client set up communicate to connect when, root
The user and the communication information of first agent client are obtained according to the first communication identifier；Wherein, it is described
First communication identifier is that queue machine is sent to real-time translation system by computer telephony integration system platform；
The converting unit, for the communication information got to be converted into the preset format communication information；
The first processing units, for setting up first communication identifier and the preset format communication information
Incidence relation, and be stored in real-time translation system, in order to which seat system service end is according to described first
Communication identifier obtains the user and the preset format communication information of first agent client.
6. a kind of call information processing unit, it is characterised in that described device includes：Receiving unit and second
Processing unit, wherein：
The receiving unit, the first communication identifier for receiving the transmission of computer telephony integration system platform；
The second processing unit, for obtaining use in real-time translation system according to first communication identifier
The preset format communication information of family and the first agent client, and by the preset format communication information send to
Second agent client.
7. device according to claim 6, it is characterised in that the second processing unit includes：Connect
Module, judge module, sending module and processing module are received, wherein：
The receiving module, for receiving the second communication mark that the computer telephony integration system platform is sent
Know and transfer message response request；
The judge module, for judging whether corresponding second agent client of second communication identifier is empty
It is not busy；
The sending module, if idle for second agent client, send transfer message response and disappears
Breath is to the computer telephony integration system platform, in order to which the computer telephony integration system platform is indicated
Queue machine sets up the communication of the user and second agent client；
The processing module, communication link is set up for that ought recognize the user and second agent client
When connecing, user and the first agent client are obtained in real-time translation system according to first communication identifier
The preset format communication information, and the preset format communication information is sent to second communication identifier correspondence
The second agent client.
8. device according to claim 7, it is characterised in that the processing module specifically for：
When recognizing the user with second agent client foundation communication connection, the communication information is sent
Inquiry request is to the real-time translation system, in order to which the real-time translation system is marked according to the described first communication
Know the corresponding preset format communication information of inquiry first communication identifier, and send to seat system clothes
Business end；
The corresponding preset format communication information of first communication identifier that the real-time translation system is sent is received,
And it is corresponding to second communication identifier to send the corresponding preset format communication information of first communication identifier
Second agent client.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610065575.0A CN107018243A (en) | 2016-01-28 | 2016-01-28 | A kind of call information processing method and device |
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610065575.0A CN107018243A (en) | 2016-01-28 | 2016-01-28 | A kind of call information processing method and device |
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| CN107018243A true CN107018243A (en) | 2017-08-04 |
Family
ID=59438642
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201610065575.0A Pending CN107018243A (en) | 2016-01-28 | 2016-01-28 | A kind of call information processing method and device |
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| CN (1) | CN107018243A (en) |
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| CN108418979A (en) * | 2018-01-29 | 2018-08-17 | 北京佳讯飞鸿电气股份有限公司 | A kind of follow-up call reminding method, device, computer equipment and storage medium |
| CN112188013A (en) * | 2020-09-22 | 2021-01-05 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
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