CN107483756B - Voice call processing method and system - Google Patents
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- CN107483756B CN107483756B CN201610402165.0A CN201610402165A CN107483756B CN 107483756 B CN107483756 B CN 107483756B CN 201610402165 A CN201610402165 A CN 201610402165A CN 107483756 B CN107483756 B CN 107483756B
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Abstract
In the method, a voice call processing system receives a voice call request sent by a user, determines a first group capable of processing the voice call request according to the voice call request, and then acquires a first agent associated with the first group according to attribute information of the first group, so that the consistency of the state of the group and the state of the agent is realized, and then the first agent communicates with the user and a group member of the first group according to an preemption instruction by sending the preemption instruction to the first agent, so that a multi-party conversation based on the user call request is realized, and the user call request is processed in time.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a method and a system for processing a voice call.
Background
The call center system is a multimedia customer service center which integrates a plurality of access modes such as telephone, fax, Internet, wireless data and the like. The modern communication and computer technology is fully utilized to automatically and flexibly process a great amount of different telephone incoming and outgoing services. The call center system employs a computer and communication integration technology (CTI).
The trunking dispatching system refers to a dedicated dispatching system with a group of wireless channels shared by a plurality of departments, and is called a trunking system for short. The implementation scheme of the trunking dispatch system is realized by the trunking communication service (such as a Push To Talk (PTT) service) which uses wireless communication by the system itself. The group communication PTT service is a group communication service based on a wireless mobile broadband network, group communication among user groups is realized through a wireless handheld intelligent terminal, and a user can initiate a call to an individual or a group only by pressing a key without dialing and waiting for the other party to pick up the phone.
In the prior art, the agent allocation mechanism of the call center system is based on an intelligent call distribution system (ACD) and is single-line. For example, when a session of a client enters a call center, the ACD determines whether there is a currently idle agent, and if so, allocates the agent to the client; if not, the session of the client is placed in a queue. The sessions in the queue are in a waiting state.
The trunking dispatching system manages the seats in a group mode, and if a call is incoming and the group is requested to be served, the trunking dispatching system needs to call all the seats in the group until one seat answers the call or the preset time is reached to terminate the call.
Under the application scene of the combined fusion command system, when an alarm person gives an alarm to an alarm receiver through the fusion command system, the alarm receiver not only needs to use a call center system to serve the alarm call, but also needs to combine with a cluster scheduling system to directly process the alarm event.
However, in the prior art, the call center system and the trunking dispatching system are two independent systems, and the processing procedures of the two systems are independent from each other, so that the correlation between the seat state of the received call and the dispatching state of the group cannot be guaranteed, that is, when the seat is in an idle state, the dispatching state is a busy state, or when the dispatching state is in an idle state, the seat state is a busy state. Therefore, the agent cannot process the session of the client in time, and the working efficiency is low.
Disclosure of Invention
The application describes a method and a system for processing a voice call, which can process a session of a client in time, thereby improving the working efficiency and improving the user experience.
In a first aspect, a method for processing a voice call is provided. The execution subject of the method may be a processing system of a voice call, the method comprising: the processing system of the voice call receives a voice call request (such as a fire request or a plan-to-live request) sent by a user, and determines a first group capable of processing the voice call request according to the request content of the voice call request. The processing system of the voice call acquires the first seat associated with the first group according to the attribute information of the first group, so that the consistency of the group state and the seat state is realized. And then the processing system of the voice call sends an preemption instruction to the first seat so that the first seat communicates with the user and the group members of the first group according to the preemption instruction, thereby realizing multi-party conversation based on the user call request and processing the user call request in time.
In an alternative implementation, before the voice call processing system receives the voice call request sent by the user, the method further includes: the processing system of the voice call receives configuration information sent by a user through a client, the configuration information may include attribute information of a first group (such as a group identifier, a group description, an agent identifier, and the like), and then obtains a registration request sent by a first agent, the registration request may include a sign-in request and a sign-on request, wherein the registration request may include agent information (such as a job number and authority information of the agent), and the processing system of the voice call allocates the first agent to the first group according to the attribute information of the first group and the registration request, so that the first agent obtains an operation right of the matched first group. The processing system of the voice call acquires a selection request sent by a first agent, wherein the selection request can comprise the ID of a first group to be selected, and determines the first agent as the agent associated with the first group according to the ID of the first group in the selection request, and the association relationship refers to the fact that the agent has both subscription and a selected relationship with a static group.
In an alternative implementation, after the processing system of the voice call obtains the selected request sent by the first agent, the method further comprises: the processing system for the voice call needs to first determine whether the selected first group exists. When the first group exists and an associated second agent already exists in the first group, the processing system of the voice call sends a notification message to the second agent, wherein the notification message is used for enabling the second agent to determine that the first agent sends the selected operation to the first group. It can be seen that the process of determining that a first group exists and sending selected notification messages to other agents who have subscribed to the first group further determines the association of the first agent with the first group.
In an alternative implementation, before the processing system of the voice call acquires the first agent associated with the first group, the method further comprises: the processing system of the voice call inquires whether a first agent associated with the first group exists, wherein if the first agent associated with the first group exists, namely the data of the first agent is not zero, the first agent associated with the first group is obtained; and if the first seat associated with the first group does not exist, namely the data of the first seat is zero, selecting a free third seat from a preset seat queue to process the voice call request.
In an optional implementation, the method further comprises: when the first seat is idle and the first group is idle, a second group (dynamic group) is constructed, wherein the second group can comprise the first seat and the first group, and the second group can comprise idle members of different classes of the first group (such as idle members of fire alarm 1 group and idle members of traffic alarm 1 group).
In an optional implementation, the method further comprises: when the group member of the first group is in busy state, the processing system of the voice call transfers the voice call request to the third group, so as to process all the received voice call requests, and achieve the purpose of not missing the voice call request.
In an optional implementation, the processing system of the voice call sends an preemption instruction to the first agent, so that the first agent communicates with the user and the group members of the first group according to the preemption instruction, specifically including: the processing system of the voice call sends an preemption instruction to a first agent, the preemption instruction comprises a first time sequence value, and the first time sequence value can be a time point of sending the preemption instruction and is used for determining the first agent processing the voice call request, so that the agent communicates with a user and members of a static group associated with the agent according to the preemption instruction. And within a preset time threshold, receiving a return message sent by the first seat, wherein the return message comprises a second time sequence value, the second time sequence value can be a time point for receiving the return message, then, subtracting the obtained first time sequence value from the second time sequence value, obtaining a corresponding difference value and a minimum difference value in the difference values, and determining the first seat corresponding to the minimum difference value as the seat for processing the voice call request.
In a second aspect, a system for processing a voice call is provided, the system for processing a voice call having the function of actually processing the system behavior in the above method. The function can be realized by hardware, and can also be realized by executing corresponding software by hardware. The hardware or software includes one or more modules corresponding to the functions described above.
In yet another aspect, a computer storage medium is provided for storing computer software instructions for a voice call processing system, comprising a program designed for executing the above aspects.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings needed to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the following description are only some embodiments of the present invention, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
FIG. 1 is a schematic diagram of a network topology using a voice call processing system according to the present invention;
fig. 2 is a schematic structural diagram of a voice call processing system according to an embodiment of the present invention;
FIG. 3 is a diagram of information interaction of the voice call processing system of FIG. 2;
fig. 4 is a flowchart of a method for processing a voice call according to an embodiment of the present invention;
fig. 5 is a schematic structural diagram of another voice call processing system according to an embodiment of the present invention.
Detailed Description
The technical solution of the present invention is further described in detail by the accompanying drawings and embodiments.
The system for processing voice call provided by the present invention is applied to the network topology structure diagram shown in fig. 1, and in fig. 1, the network topology structure may include: wireless network 110, gateway 120, Session Initiation Protocol (SIP) service system 130, and voice call processing system 140.
The gateway 120 may include a voice gateway and a wireless cluster gateway, and the wireless cluster gateway may include terrestrial cluster radio (Tetra), Long Term Evolution (LTE), and Ultra High Frequency (UHF) or Very High Frequency (VHF).
The SIP service system 130 may include an SIP relay, and the SIP relay and the voice gateway are intercommunicated to implement that a user voice call request using a public network (e.g., Public Switched Telephone Network (PSTN)/Public Land Mobile Network (PLMN)) enters the SIP service system 130. SIP service system 130 provides a group routing type call access code by which a user's voice call request can be received.
The voice call processing system 140 is configured to accept a voice call request of a user, and schedule a corresponding static group to perform corresponding processing on the voice call request of the user, thereby implementing a group PTT operation, i.e., a push-to-talk call. The voice call processing system 140 includes a call center and a dispatch center. For example, in the scene of receiving and processing an alarm, the call center performs an alarm receiving operation, and the dispatching center performs an alarm processing operation, so that an alarm processing operation can be initiated immediately at the same time of receiving the alarm.
The user sends a voice call request by calling, the voice call request is accessed to a call center in the voice call processing system 140 through a call access code of the SIP service system 130, and after the call center accepts the request, the dispatching center dispatches the corresponding wireless group establishing the association, thereby realizing the cluster PTT operation and achieving the integration of the call center and the dispatching center, such as point call, group call, multiparty conference and the like.
Fig. 2 is a schematic structural diagram of a voice call processing system according to an embodiment of the present invention, and as shown in fig. 2, the voice call processing system 140 may include: group management means 210, unified distribution routing means 220, group call control means 230, agent management means 240 and agents 250.
The group management device 210 is configured to receive configuration information sent by a client, configure a static group, and manage the static group, and the management method includes, but is not limited to, performing control of division of authority and division of fields on the static group, and performing operations of adding, deleting, modifying, querying, importing in batch, exporting, and matching on the static group.
The group management device 210 may include a web portal unit (english: web portal), and configures the static group through the web portal unit, and provides control over the static group for sharing the function and the domain.
The group management device 210 may also group a plurality of wireless groups, a plurality of dispatch stations, and a plurality of ordinary telephones as members into a static group, wherein each static group is assigned a telephone number.
The unified distribution routing device 220 is configured to manage routing distribution in a call center scenario and manage routing distribution in a trunking call scenario. In a cluster call scenario, route distribution is performed according to the association relationship between the agent 250 and the static group, and the state of the current agent 250 or the states of the static group members.
The group call control device 230 is configured to implement a group call and maintain a group status of each group. Group talk means that the group members can talk in a PTT mechanism. The group state may include a pre-selected state, a listen state, a select state, and a PTT state.
The group call controller 230 may select, deselect, and change the voice channel attribute of the agent 250, where the selecting operation is an operation of selecting a static group according to a request for selecting an agent, and simultaneously, sends a selection notification message to other agents having subscribed to the group, where the notification message is used to notify other agents having subscribed to the group that the agent is sending the selection operation to the group. The deselection operation refers to an operation of deselecting the static group according to a deselection request of the agent. The voice channel attribute of the agent 250 may include a listening attribute and a speaking attribute, that is, the group call control device may modify the voice channel attribute of the agent from the listening attribute to the speaking attribute, that is, the agent processes the voice call request and monitors other agents subscribed to the group, or modify the voice channel attribute of the agent 250 from the speaking attribute to the listening attribute, that is, the agent monitors.
And the agent management device 240 is used for managing agent 250 operation and agent states, wherein the agent operation can comprise switching forced insertion and forced removal operation, and the agent states can comprise idle states and busy states. The agent management device 240 reports the agent status to the unified distribution routing device 220 in real time.
The agent 250 is used for receiving the voice call request and calling and monitoring the wireless group to process the voice call request.
Optionally, the system may further include a group monitoring device 260 for monitoring the static group in real time so that a call can be received or initiated. When the call is initiated, the earphone used by the original monitoring is used, and when the call is received or initiated and is maintained/ended, the earphone returns to the original monitoring state. If a static group is not monitored, a group monitoring alarm message is sent to the agent 250, so that the agent can configure the corresponding group.
It should be noted that each device in the voice call processing system may include a transceiving unit, a processing unit and a storage unit.
The receiving and transmitting unit is used for receiving/transmitting corresponding instructions or messages; the processing unit is used for carrying out corresponding processing, such as operations of inquiry, distribution, construction and the like according to the received instruction or message; the storage unit is used for storing the generated related information and/or data.
Fig. 3 is an information interaction diagram of a voice call processing system shown in fig. 2, as shown in fig. 3.
The user transmits a voice call request through the communication terminal, the voice call request accessing the unified distribution routing apparatus 220 through the access code of the cluster routing type of the SIP service apparatus 130.
Optionally, before the unified distribution routing apparatus 220 accesses the voice call request, the group management apparatus 210 receives configuration information sent by the user through the client, the configuration information configures a static group through the Web Portal unit, and the attribute information of the static group may include the following information, as shown in table 1
TABLE 1
| Group _ ID | Group description | Radio frequency | Seat mark | Telephone number | Type of network access |
| 1 | Fire alarm 1 group | 1 | 1 | 5410 | TETRA |
| 2 | Fire alarm 2 groups | 2 | 2 | 5411 | TETRA |
| 3 | Traffic police 1 group | 3 | 3 | 5412 | TETRA |
| 4 | Traffic police 2 groups | Air conditioner | 4 | 5413 | LTE |
| 5 | Traffic police 3 groups | Air conditioner | 5 | 5414 | LTE |
In table 1, the group ID refers to a static group ID included in the static group. The group description refers to additional description information of the corresponding static group. The radio frequency refers to a radio cluster channel corresponding to each static group. The agent identifier is an agent number corresponding to each static group, wherein different group identifiers may correspond to the same agent identifier. The phone number refers to a SIP number that each static group is registered with on the SIP service device 130. The network access type refers to a wireless network type corresponding to each static group.
When a first agent in the agents 250 signs in a call center, wherein sign-in refers to an operation of the agent signing in the call center, the first agent carries agent information to send an agent sign-in request to the agent management device 240, the agent information may include a job number and authority information of the agent, the agent management device 240 sends an agent signing request to the group management device 210 according to the agent sign-in request, the agent signing request may include the agent information, the group management device 210 matches the agent information with attribute information of a static group so that the first agent signs in with at least one matched static group, the group management device 210 sends a sign-in success message to the agent to complete a first agent normal sign-in process, that is, complete a process of registering the agent with the group management device 210, and the registration request may include a sign-in request and a sign-in request. And the first agent acquires the operation authority of the matched at least one static group and the corresponding static group ID.
After the first agent obtains the operation right for the at least one matched static group, the first agent sends a selection request to the signed static group in the group management device 210 through the group call control device 230, where the selection request is used to indicate that the first agent is to initiate a PTT operation for the signed corresponding static group, and the selection request may include an ID of the static group to be selected.
Optionally, after receiving the selection request, the group management device 210 determines whether the selected static group exists according to the selection request, and if the static group exists, performs a selection operation on the static group. In the selecting operation process, the group management device 210 further needs to determine whether there is another agent signing the static group, and if there is another agent signing the static group, needs to send a selecting notification message to the another agent signing the static group, so as to indicate that the first agent is sending the selecting operation to the static group; if no other agent has signed up for the static group, then no selected notification message need be sent. As can be seen from this, the group management apparatus 210 determines that a static group exists and the process of sending the selected notification message determines the association relationship between the agent and the static group, where the association relationship is that the agent and the static group have both a subscription and a selected relationship.
After the unified distribution routing device 220 receives the voice call request, the unified distribution routing device 220 sends an inquiry request to the group management device 210, where the inquiry request may include an accident type (e.g., a fire request or a fate request) of the inquiry voice call request, a static group for processing the voice call request and a status of the corresponding static group, and whether a first agent and a first agent status associated with the group exist. After the query by the group management device 210 is finished, the query result is returned to the unified distribution routing device 220.
Further, the group management device 210 queries a static group capable of handling the voice call request according to the accident type of the voice call request.
If the number of the first agents associated with the static group is zero, that is, there is no first agent associated with the static group, the group management apparatus 210 selects an idle agent from a preset agent queue to process the voice call request, where the agent queue may be a executive queue among the agents.
If the number of the first agents associated with the static group is not zero, that is, there is a first agent associated with the static group, the group management apparatus 210 further needs to query whether the first agent associated with the static group and the state of the static group are idle.
Because the static group is associated with the first agent, the static group has consistency with the state of the first agent, that is, when the first agent is not idle, the static group is not idle; when the first agent is idle, the static group is idle.
When the first agent is idle and the static group is idle, the group management device 210 constructs a dynamic group, where the dynamic group may include the first agent and the static group, where the dynamic group may include idle members of different types of static groups (e.g., idle member of fire alarm 1 group and idle member of traffic alarm 1 group), and sends a group call instruction to the group call control device 230 through the unified distribution routing device 220, where the group call instruction is used to call the first agent in the dynamic group, and the group call instruction carries a dynamic group ID.
When the first agent is not idle, the group management device 210 does not allocate a voice call request to the agent, but sends a notification message to the agent to indicate that a voice call request has been allocated, so as to achieve the purpose of not losing the voice call request, i.e. processing each voice call request. The group not being idle indicates that the group cannot be allocated resources, such as the group is engaged in a call. At this time, the unified distribution routing device 220 may forward the voice call request to other static groups for processing.
The group call control device 230 receives the group call command sent by the unified distribution routing device 220, and obtains the group member information in the dynamic group ID, where the group member information may include the phone numbers of the group members.
It should be noted that, if the group member information includes a plurality of telephone numbers of the group members, the group members may be called in turn or simultaneously according to a call policy formed by configuring personal parameters in advance by the agent.
The group call control means 230 sends in parallel an preemption instruction to the associated at least one agent through the agent management means 240, the preemption instruction being used to determine the first agent to process the voice call request, so that the agent communicates with the user and the members of the static group associated with the agent according to the preemption instruction. The preemption instructions can include a dynamic group ID and a first time series value. The first time sequence value may be a time point when the group call control device 230 issues the preemption command. The group call controller 230 may set a time threshold according to actual needs, where the time threshold may be a time period from sending the preemption instruction message to receiving the return message, such as 5 s.
If the time period from the issuance of the preemption command message to the receipt of the return message is greater than the current time threshold, the group call control device 230 considers that the agent abandons the processing of the voice call request.
If the time period from the sending of the preemption command message to the receiving of the return message is not greater than the current time threshold, that is, within the time threshold, after the agent receives the preemption command, the agent sends the return message to the group call control device 230, where the return message may include a second time-series value, and the second time-series value may be a time point at which the group call control device 230 receives the return message.
The group call control device 230 obtains the difference between the first time series value and the second time series value, and the minimum difference between the differences, and uses the first agent corresponding to the minimum difference as the agent for processing the voice call request.
When the agent for processing the voice call request is determined, the group call control device 230 modifies the voice channel attribute of the agent to the speaking attribute, thereby implementing the voice call, and modifies the voice channel attributes of other agents associated with the group to the listening attribute, thereby implementing the monitoring operation for the voice call. Thereby implementing the PTT functionality of agents, group members, and users.
In the voice call processing system provided by the embodiment of the present invention, a voice call request sent by a user is received, then a first group capable of processing the voice call request is determined according to the voice call request, then a first agent associated with the first group is obtained, so that consistency between a group state and an agent state is achieved, and then an preemption instruction is sent to the first agent, so that the first agent communicates with the user and a group member of the first group according to the preemption instruction, thereby implementing a multi-party conversation based on the user call request, and facilitating timely processing of the user call request.
Correspondingly, the embodiment of the invention also provides a voice call processing method. The main execution body of the method may be the voice call processing system, as shown in fig. 4, taking a static group as a first group and a dynamic group as a second group as an example, the method may include:
step 410, the voice call processing system receives a voice call request sent by a user.
Optionally, before receiving the voice call request sent by the user, the voice call processing system further needs to perform the following steps:
step 411, the voice call processing system receives configuration information sent by the client, where the configuration information includes attribute information of the first group.
Step 412, the voice call processing system obtains the registration request sent by the first agent.
When a first agent signs in a call center, the voice call processing system acquires a sign-in request sent by the first agent carrying agent information, wherein the agent information can comprise the agent job number and the authority information, so that the normal registration process of the first agent is completed.
Step 413, the voice call processing system allocates the first agent to the first group according to the attribute information of the first group and the registration request.
The attribute information of the first group may include information such as a first group ID, group description information, and an agent number.
And distributing the first seat to the first group according to the matching relationship between the group description information and the seat number of the first group and the authority information and the seat number of the registration request, so that the first seat is signed with the first group.
Step 414, the voice call processing system obtains the selected request sent by the first agent.
The selection request is used to indicate that the first agent is to initiate a PTT operation for the respective first group signed up, and may include an ID of the first group to be selected.
Optionally, after the voice call processing system obtains the selection request sent by the first agent, it is further required to determine whether the selected first group exists:
if the first group exists and the associated second agent already exists in the first group, the voice call processing system sends a notification message to the second agent, wherein the notification message is used for enabling the second agent to determine that the first agent sends the selected operation to the first group.
Step 415, the voice call processing system determines the first agent as an agent associated with the first group according to the selected request.
Association refers to both subscription and selected relationships. And determining the first seat as the seat associated with the first group according to the ID of the first group of the selected request.
In step 420, the voice call processing system determines a first group capable of processing the voice call request according to the voice call request.
According to the accident type of the voice call request, the attribute information of the first group is inquired, so that the first group capable of processing the voice call request is determined.
Step 430, the voice call processing system obtains a first agent associated with the first group according to the attribute information of the first group.
Optionally, before the voice call processing system acquires the first agent associated with the first group, it is queried whether the first agent associated with the first group exists.
If there is a first agent associated with the first group, the voice call processing system obtains the first agent associated with the first group.
Step 440, the voice call processing system sends an preemption instruction to the first agent so that the first agent communicates with the user and the group members of the first group according to the preemption instruction.
The preemption instruction is used to determine a first agent to process the voice call request so that the agent communicates with the user and members of a first group associated with the agent according to the preemption instruction. The preemption instruction can include a first time series of values. And receiving a return message sent by the first agent within a preset time threshold, wherein the return message may comprise a second time sequence value. And acquiring the difference value between the first time sequence value and the second time sequence value and the minimum difference value in the difference values, and taking the first seat corresponding to the minimum difference value as the seat for processing the voice call request.
And after the voice call processing system determines the seat for processing the voice call request, modifying the voice channel attribute of the seat into a speaking attribute so as to realize voice call, and modifying the voice channel attribute of other seats associated with the group into an listening attribute so as to realize monitoring work on the voice call. Thereby implementing the PTT functionality of agents, group members, and users.
The steps of the voice call processing method provided in the embodiment of the present invention can be implemented by the devices of the voice call processing system, and therefore, the detailed steps of the voice call processing method provided in the present invention are not repeated herein.
According to the voice call processing method provided by the embodiment of the invention, the voice call request sent by the user is received, then the first group capable of processing the voice call request is determined according to the voice call request, then the first seat associated with the first group is obtained, so that the consistency of the group state and the seat state is realized, and then the right-grabbing instruction is sent to the first seat, so that the first seat can communicate with the user and the group member of the first group according to the right-grabbing instruction, and thus the multi-party conversation based on the user call request is realized, and the user call request can be processed in time.
Correspondingly, the embodiment of the invention also provides another voice call processing system. As shown in fig. 5, taking the static group as the first group and the dynamic group as the second group owner as an example, the system may include: a unified distribution routing device 510, a group management device 520, a group call control device 530 and an agent 540.
The unified distribution routing device 510 is used for receiving the voice call request sent by the user.
The group management device 520 is configured to determine a first group capable of processing the voice call request according to the voice call request, and obtain a first agent associated with the first group.
The group call control device 530 is configured to send an preemption instruction to the first agent, so that the first agent communicates with the user and the group members of the first group according to the preemption instruction.
Alternatively, before the unified distribution routing device 510 receives the voice call request sent by the user,
the group management device 520 is further configured to receive configuration information sent by the client, where the configuration information includes attribute information of the first group;
acquiring a sign-in request sent by a first agent;
and allocating the first agents to the first group according to the attribute information of the first group and the sign-in request. And obtains the selected request sent by the first agent.
Optionally, when the group management apparatus 520 queries that the first group exists and an associated second agent already exists in the first group, a notification message is sent to the second agent, where the notification message is used for enabling the second agent to determine that the first agent sends the selected operation to the first group;
a first agent is determined to be an agent associated with the first group according to the selected request.
Optionally, before the group management device 520 acquires the first agent associated with the first group,
the group management unit 520 is further configured to query whether there is a first agent associated with the first group.
If a first seat associated with the first group exists, acquiring the first seat associated with the first group; and if the first seat associated with the first group does not exist, selecting a free third seat from a preset seat queue to process the voice call request.
Optionally, the unified distribution routing device 510 is further configured to forward the voice call request to the third group when the members of the first group are busy.
Optionally, after the group call control device 530 sends the preemption instruction to the first agent, the preemption instruction includes a first time sequence value;
within a preset time threshold, the group call control device 530 receives a return message sent by the first agent, where the return message may include a second time series value;
and acquiring a difference value between the first time sequence value and the second time sequence value and a minimum difference value in the difference values, and determining a first seat corresponding to the minimum difference value as a seat for processing the voice call request.
The functions of the unit devices can be realized through the steps of the voice call method, and therefore, the detailed functions of the voice call processing system provided by the invention are not repeated herein.
In another voice call processing system provided in the embodiment of the present invention, a voice call request sent by a user is received through a uniform distribution routing device, then a group management device determines a first group capable of processing the voice call request according to the voice call request, and then acquires a first agent associated with the first group, so as to achieve consistency between a state of the group and an agent state, and then a group call control device sends an preemption instruction to the first agent, so that the first agent communicates with the user and a group member of the first group according to the preemption instruction, thereby achieving a multi-party session based on the user call request, and timely processing the user call request.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied in hardware, in a software means executed by a processor, or in a combination of the two. The software instructions may be comprised of corresponding software devices that may be stored in ram, flash memory, ROM, EPROM memory, EEPROM memory, hard disk, CD-ROM, or any other form of storage medium known in the art. An exemplary storage medium is coupled to the processor such the processor can read information from, and write information to, the storage medium. Of course, the storage medium may also be integral to the processor. The processor and the storage medium may reside in an ASIC. Additionally, the ASIC may reside in user equipment. Of course, the processor and the storage medium may reside as discrete components in user equipment.
Those skilled in the art will recognize that, in one or more of the examples described above, the functions described in this invention may be implemented in hardware, software, firmware, or any combination thereof. When implemented in software, the functions may be stored on or transmitted over as one or more instructions or code on a computer-readable medium.
The above-mentioned embodiments, objects, technical solutions and advantages of the present invention are further described in detail, it should be understood that the above-mentioned embodiments are only exemplary embodiments of the present invention, and are not intended to limit the scope of the present invention, and any modifications, equivalent substitutions, improvements and the like made on the basis of the technical solutions of the present invention should be included in the scope of the present invention.
Claims (12)
1. A method for processing a voice call, the method comprising:
a voice call processing system receives a voice call request sent by a user;
the processing system of the voice call determines a first group capable of processing the voice call request according to the voice call request;
the processing system of the voice call acquires a first seat associated with the first group according to the attribute information of the first group; wherein, the association means that the first seat and the first group have both signing and selected relationship;
and the processing system of the voice call sends an preemption instruction to the first seat so that the first seat communicates with the user and the group members of the first group according to the preemption instruction.
2. The method of claim 1, wherein before the voice call processing system receives the voice call request from the user, the method further comprises:
receiving configuration information sent by a client, wherein the configuration information comprises attribute information of the first group;
acquiring a registration request sent by the first seat;
according to the attribute information of the first group and the registration request, allocating the first seat to the first group;
acquiring a selected request sent by the first seat;
determining the first agent as an agent associated with the first group according to the selected request.
3. The method of claim 2, wherein after the processing system of the voice call obtains the selected request sent by the first agent, the method further comprises:
when the first group exists and an associated second agent exists in the first group, sending a notification message to the second agent, wherein the notification message is used for enabling the second agent to determine that the first agent sends a selected operation to the first group.
4. The method of claim 1, wherein prior to the processing system of the voice call acquiring the first agent associated with the first group, the method further comprises:
querying whether the first agent associated with the first group exists;
if the first seat associated with the first group exists, acquiring the first seat associated with the first group;
and if the first seat associated with the first group does not exist, selecting a free third seat from a preset seat queue to process the voice call request.
5. The method of claim 4, further comprising:
when the members of the first group are busy, the processing system of the voice call transfers the voice call request to a third group.
6. The method according to claim 1, wherein the processing system of the voice call sends a preemption instruction to the first agent so that the first agent communicates with the user and the group members of the first group according to the preemption instruction, and specifically comprises:
the processing system of the voice call sends the right preemption instruction to the first seat, and the right preemption instruction comprises a first time sequence value;
within a preset time threshold value, receiving a return message sent by the first agent, wherein the return message comprises a second time sequence value;
obtaining a difference value between the first time sequence value and the second time sequence value and a minimum difference value in the difference values;
and determining the first seat corresponding to the minimum difference value as a seat for processing the voice call request.
7. A system for processing a voice call, the system comprising:
the uniform distribution routing device is used for receiving a voice call request sent by a user;
the group management device is used for determining a first group capable of processing the voice call request according to the voice call request received by the unified distribution routing device;
acquiring a first seat associated with the first group according to the attribute information of the first group; wherein, the association means that the first seat and the first group have both signing and selected relationship;
and the group call control device is used for sending an preemption instruction to the first seat so that the first seat communicates with the user and the group member of the first group according to the preemption instruction.
8. The system of claim 7,
the group management device is further configured to receive configuration information sent by a client, where the configuration information includes attribute information of the first group;
acquiring a registration request sent by the first seat;
according to the received attribute information of the first group and the acquired registration request, allocating the first seat to the first group;
acquiring a selected request sent by the first seat;
determining the first agent as an agent associated with the first group according to the selected request.
9. The system of claim 8, wherein after the group management device obtains the selected request sent by the first agent,
the group call control device is further configured to send a notification message to the second agent when the first group exists and an associated second agent already exists in the first group, where the notification message is used for enabling the second agent to determine that the first agent sends a selected operation to the first group.
10. The system of claim 7, wherein prior to the group management device obtaining the first agent associated with the first group,
the group management device is further configured to query whether the first agent associated with the first group exists;
if the first seat associated with the first group exists, acquiring the first seat associated with the first group;
and if the first seat associated with the first group does not exist, selecting a free third seat from a preset seat queue to process the voice call request.
11. The system of claim 10,
the unified distribution routing device is further used for forwarding the voice call request to a third group when the group member of the first group is in a busy state.
12. The system of claim 7, wherein the group call control device is specifically configured to:
sending an preemption instruction to the first seat, wherein the preemption instruction comprises a first time sequence value;
within a preset time threshold value, receiving a return message sent by the first agent, wherein the return message comprises a second time sequence value;
obtaining a difference value between the first time sequence value and the second time sequence value and a minimum difference value in the difference values;
and determining the first seat corresponding to the minimum difference value as a seat for processing the voice call request.
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| CN116962578B (en) * | 2023-08-18 | 2024-04-19 | 应急管理部大数据中心 | Emergency call answering method and device and readable storage medium |
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