CN107613150B - Method and device for automatically calling out in call center - Google Patents
Method and device for automatically calling out in call center Download PDFInfo
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- CN107613150B CN107613150B CN201610545695.0A CN201610545695A CN107613150B CN 107613150 B CN107613150 B CN 107613150B CN 201610545695 A CN201610545695 A CN 201610545695A CN 107613150 B CN107613150 B CN 107613150B
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Abstract
The invention discloses a method and a device for automatically calling out a call center, which comprises the following steps: s1: importing the outbound numbers into an automatic outbound program in batches, and generating corresponding outbound tasks; s2: generating a calling command corresponding to each outbound number, and sending the calling command to a background server; s3: the background server respectively starts a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread. The invention has the beneficial effects that: the automatic outbound call can be realized by the program and is transferred to the client soft phone, the call center customer service personnel can be transferred only under the condition that the client is really connected, the outbound call process automatically filters the conditions of blank numbers, refusing to hear of the client and no one answering, the manual outbound call time of the customer service personnel is saved, the working efficiency of the customer service personnel is improved, the automatic outbound call process can be traced according to the event of the call center, and the automatic outbound call speed is controlled.
Description
Technical Field
The invention relates to the field of communication, in particular to an automatic calling-out method for a call center.
Background
A softphone, also called an IP phone, is a communication terminal device that performs voice transmission through Internet Protocol (IP). In the prior art, a call center customer service person realizes the communication between two parties by using soft phone dialing, the customer service person opens an EXCEL form file through a computer, copies and pastes a customer mobile phone number to a soft phone dialing interface and manually calls out, so that most of the working time of the customer service person is spent on listening to a dial tone, the manual operation time of the customer service person is occupied, and mistakes are easily made in the manual operation. In addition, most calls may have blank numbers, customer refuses, no one answers, and the like, which also easily causes most of the working time of the customer service staff to be spent on the operation of repeated dialing in call-out failure, not only occupies precious time of the customer service staff, but also easily causes the working fatigue of the customer service staff.
Disclosure of Invention
The technical problem to be solved by the present invention is to provide a method and an apparatus for automatically calling out a call center, aiming at the above-mentioned defects in the prior art.
The technical scheme adopted by the invention for solving the technical problems is as follows:
a method for automatically calling out a call center is provided, which comprises the following steps:
s1: importing the outbound numbers into an automatic outbound program in batches, and generating corresponding outbound tasks;
s2: generating a calling command corresponding to each outbound number, and sending the calling command to a background server;
s3: the background server respectively starts a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread.
In the method for automatically calling out by the call center, step S3 specifically includes the following steps:
s31: acquiring task contract information, and performing data processing on the acquired task contract information;
s32: acquiring seat information, and performing data processing on the acquired seat information;
s33: checking whether the task contract information and the seat information subjected to data processing are correct, and if so, starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread; otherwise, ending the task;
s34: when each thread completes all external calling of the task contract information, the task snapshot is saved and the related thread is ended.
In the method for automatically calling out by the call center, the real-time scheduling thread specifically comprises the following steps:
s1': judging whether an idle seat exists currently, if so, performing polling outbound on an incomplete outbound contract, otherwise, executing a step S2';
s2': judging whether the probability that the called client gives up the call in the seat non-idle state is greater than the preset probability, if so, suspending the outbound call and waiting for the idle running of the real-time scheduling thread, otherwise, executing a step S3';
s3': and counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat, and continuing to carry out polling outbound on the incomplete outbound contract.
In the method for automatically calling out the call center, each call command sent to the background server is a character string with a unique identification command.
The invention also provides a device for automatically calling out by the call center, which comprises a task generating module, a command generating module and a thread starting module, wherein,
the task generation module is used for importing the outbound numbers into the automatic outbound program in batches and generating corresponding outbound tasks;
the command generation module is used for generating a calling command corresponding to each outbound number and sending the calling command to the background server;
and the thread starting module is used for respectively starting a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread when the background server receives a call command.
In the device for automatically calling out the call center, the thread starting module comprises an information acquisition module, an information checking module and a task storage module, wherein,
the information acquisition module is used for acquiring the task contract information and the seat information and performing data processing on the acquired task contract information and the seat information;
the information checking module is used for checking whether the task contract information and the seat information subjected to data processing are correct or not, and if so, starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread;
and the task storage module is used for storing the task snapshot and finishing the related thread when each thread completes all external calls of the task contract information.
In the device for automatically calling out the call center, the real-time scheduling thread comprises an idle seat judgment module, a probability judgment module and a time statistic module;
the idle seat judging module is used for judging whether an idle seat exists at present or not, and if the idle seat exists, polling outbound is carried out on an incomplete outbound contract;
the probability judgment module is used for judging whether the probability that the called client gives up the call in the non-idle state of the seat is greater than the preset probability, if so, the outbound is suspended, and the idle running of the real-time scheduling thread is waited;
and the time counting module is used for counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat and continuing to carry out polling outbound on the incomplete outbound contract.
In the device for automatically calling out the call center, each call command sent to the background server is a character string with a unique identification command.
To sum up, the method and the device for automatically calling out the call center have the following advantages that: the method and the device can realize automatic outbound of the program, and transfer to the soft phone of the customer, only transfer to the customer service personnel of the call center under the condition that the customer is really connected, and automatically filter the conditions of no number, customer refusal and no answer in the outbound process, thereby saving the time of manual outbound of the customer service personnel and improving the working efficiency of the customer service personnel. In addition, the program can trace the automatic outbound process according to the events of the call center, and control the speed of the automatic outbound according to the number of seats and the experience conversation time.
Drawings
The invention will be further described with reference to the accompanying drawings and examples, in which:
FIG. 1 is a flow chart of a method for automatically outbound from a call center according to a preferred embodiment of the present invention;
FIG. 2 is a flowchart of step S3 of a method for automatic outbound calling of a call center of FIG. 1;
fig. 3 is a flow chart of a real-time dispatch thread of a method of call center automatic outbound as shown in fig. 1.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention.
The invention provides a method for automatically calling out in a call center, which uses an automatic calling out program to complete the dispatching of the automatic calling out, the automatic calling out program provides an HTTP interface for a webpage or a third-party window program to call, and the data of the overall process of the automatic calling out is acquired and displayed. As shown in fig. 1, the method specifically includes the following steps:
s1: and importing the outbound numbers into an automatic outbound program in batches, and generating a corresponding outbound task. Specifically, an operator (such as a call center customer service) obtains all telephone number lists needing outbound from a database through a front end (such as a computer and the like) according to the unique identification numbers of the outbound task batches, introduces the telephone numbers into an automatic outbound program, and generates corresponding outbound tasks.
S2: and generating a calling command corresponding to each outbound number, and sending the calling command to the background server. Specifically, the background server is a soft switch server, and an operator connects to the soft switch server through the front end, subscribes to a call center and a telephone channel event in the soft switch server, generates a call command corresponding to each telephone number, and sends the generated call command to the soft switch server. The soft switch server is connected with the subscription channel event, sends and receives data, and depends on the soft switch event socket communication library. In this embodiment, the call command is a character string with a unique identification command, and the format is the following character string:
“originate
{origination_uuid＝C3B75578-5CFB-4B72-8362-11113595B714,origination_caller_id_number＝pds,originate_timeout＝30,ignore_early_media＝true,agreement_number＝'H
xxxxx00001',custom_name＝'LiMing'}sofia/gateway/gw1e1/013488889999&callcenter(callinfo@default)”。
s3: the background server respectively starts a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread. The automatic outbound process is traced through the four threads, whether all calls are completed is judged, the call records are updated, and the call speed can be controlled according to the number of seats and the experience call duration.
As shown in fig. 2, step S3 specifically includes the following steps:
s31: and acquiring the task contract information, and performing data processing on the acquired task contract information to enable the task contract information to be recombined into a data structure which can be used by a program.
S32: and acquiring seat information, and performing data processing on the acquired seat information to enable the seat information to be recombined into a data structure which can be used by a program, wherein the seat is a call center customer service staff.
S33: checking whether the task contract information and the seat information subjected to data processing are correct, and if so, respectively starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread; otherwise, ending the task.
S34: when each thread completes all external calling of the task contract information, the task snapshot is saved and the related thread is ended. By storing the task snapshot, the task execution snapshot is stored to a local file for persistence, so that the task execution snapshot is convenient to read and view quickly, and the quick file format records are as follows:
counting monitoring panel data, wherein a file name $ (PDS _ ROOT)/history/[ uuid ]/dash.json, the uuid is a unique task identifier and is used for distinguishing historical multiple tasks, and the file format is as follows:
“{
"Result":"0",
"ErrorCode":"",
"ErrorDesc":"",
"TotalNum":"100",
"RestNum":"20",
"CallSuccNum":"50",
"CallFailNum":"20",
"BeginTime":"1458029586",
"PauseTime":"333"
}”。
as shown in fig. 3, the real-time thread scheduling specifically includes the following steps:
s1': and judging whether a free seat exists currently, if so, performing polling outbound on an incomplete outbound contract, and otherwise, executing the step S2'.
S2': and judging whether the probability that the called client gives up the call in the seat non-idle state is greater than the preset probability, if so, suspending the outbound call and waiting for the idle running of the thread, otherwise, executing the step S3'.
The called client usually does not want to wait and abandons to receive the call directly in the non-idle state of the seat, so that the client experience effect is poor. The method sets a preset probability, and when the probability that the called client gives up the call is greater than the preset probability in the state that the seat is not idle, the method indicates that many clients give up answering, and the outbound call is suspended to wait for the idle running of the real-time scheduling thread. In this embodiment, the preset probability may be set arbitrarily as required, and preferably, the preset probability is 5% to 10%.
S3': and counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat, and continuing to carry out polling outbound on the incomplete outbound contract. When the probability that the called client gives up the call is smaller than the preset probability in the seat non-idle state, the pause duration of each online seat is counted, the seat with the pause duration exceeding the preset duration is determined as an idle seat, and the incomplete outbound contract is continuously polled and outbound. In this embodiment, the preset time period may be set arbitrarily as required, and preferably, the preset time period is 60s to 90 s.
The real-time scheduling thread can effectively control the speed of automatic outbound by judging the idle number of the online seats and the probability of giving up conversation of the called client in the state that the seats are not idle.
The invention also provides a device for automatic outbound of the call center, which uses an automatic outbound program to complete the dispatching of the automatic outbound, the automatic outbound program provides an HTTP interface for the calling of a webpage or a third-party window program, and the data of the overall process of the automatic outbound is acquired and displayed. The device comprises a task generation module, a command generation module and a thread starting module.
The task generation module is used for leading the outbound numbers into the automatic outbound program in batches and generating corresponding outbound tasks. An operator (such as a call center customer service) obtains all telephone number lists needing outbound from a database through a front end (such as a computer and the like) according to the unique identification numbers of the outbound task batches, introduces the telephone numbers into an automatic outbound program, and generates corresponding outbound tasks.
And the command generation module is used for generating a calling command corresponding to each outbound number and sending the calling command to the background server. In this embodiment, the background server is a soft switch server, and an operator connects to the soft switch server through the front end, subscribes to a call center and a telephone channel event in the soft switch server, generates a call command corresponding to each telephone number, and sends the generated call command to the soft switch server. The soft switch server is connected with the subscription channel event, sends and receives data, and depends on the soft switch event socket communication library. In this embodiment, the call command is a character string with a unique identification command, and the format is the following character string:
“originate
{origination_uuid＝C3B75578-5CFB-4B72-8362-11113595B714,origination_caller_id_number＝pds,originate_timeout＝30,ignore_early_media＝true,agreement_number＝'H
xxxxx00001',custom_name＝'LiMing'}sofia/gateway/gw1e1/013488889999&callcenter(callinfo@default)”。
and the thread starting module is used for respectively starting a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread when the background server receives the call command.
Specifically, the thread starting module mainly comprises an information acquisition module, an information checking module and a task storage module. The information acquisition module is used for acquiring the task contract information and the seat information and performing data processing on the acquired task contract information and the seat information.
And the information checking module is used for checking whether the task contract information and the seat information subjected to data processing are correct or not, and if so, starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread.
And the task storage module is used for storing the task snapshot and finishing the related threads when all external calls of the task contract information are completed by each thread. By storing the task snapshot, the task execution snapshot is stored to a local file for persistence, so that the task execution snapshot is convenient to read and view quickly, and the quick file format records are as follows:
counting monitoring panel data, wherein a file name $ (PDS _ ROOT)/history/[ uuid ]/dash.json, the uuid is a unique task identifier and is used for distinguishing historical multiple tasks, and the file format is as follows:
“{
"Result":"0",
"ErrorCode":"",
"ErrorDesc":"",
"TotalNum":"100",
"RestNum":"20",
"CallSuccNum":"50",
"CallFailNum":"20",
"BeginTime":"1458029586",
"PauseTime":"333"
}”。
furthermore, the real-time scheduling thread can effectively control the speed of automatic outbound by judging the idle number of the online seats and the probability of giving up the call of the called client in the state that the seats are not idle, and mainly comprises an idle seat judging module, a probability judging module and a time counting module.
And the idle seat judging module is used for judging whether an idle seat exists currently or not, and if the idle seat exists, polling the outbound of the incomplete outbound contract.
And the probability judgment module is used for judging whether the probability that the called client gives up the call in the non-idle state of the seat is greater than the preset probability, and if so, suspending outbound and waiting for idling of the real-time scheduling thread. The called client usually does not want to wait and abandons to receive the call directly in the non-idle state of the seat, so that the client experience effect is poor. The method sets a preset probability, and when the probability that the called client gives up the call is greater than the preset probability in the state that the seat is not idle, the method indicates that many clients give up answering, and the outbound call is suspended to wait for the idle running of the real-time scheduling thread. In this embodiment, the preset probability may be set arbitrarily as required, and preferably, the preset probability is 5% to 10%.
And the time counting module is used for counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat and continuing to carry out polling outbound on the incomplete outbound contract. When the probability that the called client gives up the call is smaller than the preset probability in the seat non-idle state, the pause duration of each online seat is counted, the seat with the pause duration exceeding the preset duration is determined as an idle seat, and the incomplete outbound contract is continuously polled and outbound. In this embodiment, the preset time period may be set arbitrarily as required, and preferably, the preset time period is 60s to 90 s.
To sum up, the method and the device for automatically calling out the call center have the following advantages that: the method and the device can realize automatic outbound of the program, and transfer to the soft phone of the customer, only transfer to the customer service personnel of the call center under the condition that the customer is really connected, and automatically filter the conditions of no number, customer refusal and no answer in the outbound process, thereby saving the time of manual outbound of the customer service personnel and improving the working efficiency of the customer service personnel. In addition, the program can trace the automatic outbound process according to the events of the call center, and control the speed of the automatic outbound according to the number of seats and the experience conversation time.
While the invention has been described with reference to specific embodiments, it will be understood by those skilled in the art that various changes may be made and equivalents may be substituted without departing from the scope of the invention. In addition, many modifications may be made to adapt a particular situation or material to the teachings of the invention without departing from its scope. Therefore, it is intended that the invention not be limited to the particular embodiment disclosed, but that the invention will include all embodiments falling within the scope of the appended claims.
Claims (2)
1. A method for automatically calling out by a call center is characterized by comprising the following steps:
s1: importing the outbound numbers into an automatic outbound program in batches, and generating corresponding outbound tasks; an operator obtains all telephone number lists needing outbound from a database according to the unique identification numbers of the outbound task batches through the front end, introduces the telephone numbers into an automatic outbound program, and generates corresponding outbound tasks;
s2: generating a calling command corresponding to each outbound number, and sending the calling command to a background server; the background server is a soft switch server, an operator is connected with the soft switch server through the front end, subscribes a call center and a telephone channel event in the soft switch server, generates a call command corresponding to each telephone number and sends the generated call command to the soft switch server; the method comprises the steps that a soft switch server is connected with a subscription channel event, data are sent and received, and a soft switch event socket communication library is relied on;
s3: the background server respectively starts a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread; the automatic outbound process is traced through the four threads, whether all calls are completed is judged, the call records are updated, and the call speed is controlled according to the number of seats and the experience call duration; step S3 specifically includes the following steps:
s31: acquiring task contract information, and performing data processing on the acquired task contract information;
s32: acquiring seat information, and performing data processing on the acquired seat information;
s33: checking whether the task contract information and the seat information subjected to data processing are correct, and if so, starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread; otherwise, ending the task;
s34: when each thread completes all external calls of the task contract information, the task snapshot is stored and the related thread is ended;
the real-time scheduling thread specifically comprises the following steps:
s1': judging whether an idle seat exists currently, if so, performing polling outbound on an incomplete outbound contract, otherwise, executing a step S2';
s2': judging whether the probability that the called client gives up the call in the seat non-idle state is greater than the preset probability, if so, suspending the outbound call and waiting for the idle running of the real-time scheduling thread, otherwise, executing a step S3';
s3': counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat, and continuing to carry out polling outbound on an incomplete outbound contract; each call command sent to the background server is a string with a unique identification command.
2. The device for automatically calling out in a call center is characterized by comprising a task generating module, a command generating module and a thread starting module, wherein,
the task generation module is used for importing the outbound numbers into the automatic outbound program in batches and generating corresponding outbound tasks;
the command generation module is used for generating a calling command corresponding to each outbound number and sending the calling command to the background server;
the thread starting module is used for respectively starting a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread when the background server receives a call command;
the thread starting module comprises an information acquisition module, an information checking module and a task storage module, wherein,
the information acquisition module is used for acquiring the task contract information and the seat information and performing data processing on the acquired task contract information and the seat information;
the information checking module is used for checking whether the task contract information and the seat information subjected to data processing are correct or not, and if so, starting four threads, namely a real-time scheduling thread, a real-time seat information updating thread, an asynchronous call record updating thread and an asynchronous response HTTP interface thread;
the task storage module is used for storing the task snapshot and ending the related threads when each thread completes all external calls of the task contract information;
the real-time scheduling thread comprises an idle seat judging module, a probability judging module and a time counting module;
the idle seat judging module is used for judging whether an idle seat exists at present or not, and if the idle seat exists, polling outbound is carried out on an incomplete outbound contract;
the probability judgment module is used for judging whether the probability that the called client gives up the call in the non-idle state of the seat is greater than the preset probability, if so, the outbound is suspended, and the idle running of the real-time scheduling thread is waited;
the time counting module is used for counting the pause time of the online seat, identifying the seat with the pause time exceeding the preset time as an idle seat and continuing to carry out polling outbound on the incomplete outbound contract;
each call command sent to the background server is a string with a unique identification command.
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| CN108650426B (en) * | 2018-02-08 | 2021-01-26 | 中移在线服务有限公司 | Call center prediction outbound method and system |
| CN109639918A (en) * | 2018-10-30 | 2019-04-16 | 平安科技（深圳）有限公司 | Softphone communication means, device, equipment and computer readable storage medium |
| CN110266898A (en) * | 2019-06-05 | 2019-09-20 | 安徽省鼎众金融信息咨询服务有限公司 | A kind of financial service phone automatic outer call system |
| CN110650258A (en) * | 2019-10-09 | 2020-01-03 | 浙江百应科技有限公司 | Automatic manual outbound method |
| CN111901485B (en) * | 2020-08-12 | 2021-08-27 | 中国银行股份有限公司 | Control method and device of outbound system |
| CN114079698A (en) * | 2020-08-12 | 2022-02-22 | 北京有限元科技有限公司 | Method and device for polling intelligent outbound robot and storage medium |
| CN112188016B (en) * | 2020-10-20 | 2022-05-10 | 浙江百应科技有限公司 | Automatic outbound task adjusting method based on seat state |
| CN113114854A (en) * | 2021-04-09 | 2021-07-13 | 浙江百应科技有限公司 | Intelligent outbound method and device based on historical call state and electronic equipment |
| CN113923306B (en) * | 2021-10-13 | 2023-10-20 | 上海淇馥信息技术有限公司 | Internet online voice communication method and device and electronic equipment |
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