CN107656999A - Call history retroactive method, device, electronic equipment, storage medium - Google Patents
Call history retroactive method, device, electronic equipment, storage medium Download PDFInfo
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- CN107656999A CN107656999A CN201710855104.4A CN201710855104A CN107656999A CN 107656999 A CN107656999 A CN 107656999A CN 201710855104 A CN201710855104 A CN 201710855104A CN 107656999 A CN107656999 A CN 107656999A
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- ivr
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- identification
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/20—Information retrieval; Database structures therefor; File system structures therefor of structured data, e.g. relational data
- G06F16/24—Querying
- G06F16/245—Query processing
- G06F16/2458—Special types of queries, e.g. statistical queries, fuzzy queries or distributed queries
- G06F16/2474—Sequence data queries, e.g. querying versioned data
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F16/00—Information retrieval; Database structures therefor; File system structures therefor
- G06F16/10—File systems; File servers
- G06F16/18—File system types
- G06F16/1805—Append-only file systems, e.g. using logs or journals to store data
- G06F16/1815—Journaling file systems
Abstract
The present invention provides a kind of call history retroactive method, device, electronic equipment, storage medium, and methods described includes：When calling switches to manual service, the call identification of the IVR to be traced callings is obtained；The flow instance daily record for associating the call identification is inquired about from database according to the call identification；The user's input journal for associating the call identification is inquired about from database according to the call identification；The service call daily record for associating the call identification is inquired about from database according to the call identification；By the IVR flowage structures, since root node, step by step according to next node is determined by the key value of the button index order, the web services called are determined according to node and the service call index reached, to trace the data that the IVR of associated call mark is called；The IVR traced the data called are provided to the equipment of the operator of manual service distribution.Method and device provided by the invention realizes the retrospect of IVR callings.
Description
Technical field
The present invention relates to Computer Applied Technology field, more particularly to a kind of call history retroactive method, device, electronics to set
Standby, storage medium.
Background technology
Call center carries company's largely external service function.The continuous expansion of corporate business causes call center
Business throughput more and more higher, caused call log is also more and more, and larger data volume proposes to the disposal ability of system
Higher requirement.Call log before this is mainly voluntarily recorded by the application of each IVR flows, not unified log recording side
Formula, dispersed larger and reliability is not high, is unfavorable for carrying out the inquiry and analysis of data.
Meanwhile call center's call generally can also be related to manual service, when carrying out manual service, operator usually requires
Operation and flow of the user in previous IVR callings are obtained by the multi-party inquiry of multiple databases respectively in systems, not only
User's request can not be got information about, while these data queries are also inconvenient.
The content of the invention
The defects of present invention is in order to overcome above-mentioned prior art to exist, there is provided a kind of call history retroactive method, device, be
System, electronic equipment, storage medium, to realize the retrospect of IVR callings.
According to an aspect of the present invention, there is provided a kind of call history retroactive method, including：When calling switches to people's work clothes
During business, the call identification of the IVR to be traced callings is obtained；Inquired about according to the call identification from database and associate the calling
The flow instance daily record of mark, to obtain IVR flowage structures, the IVR flowage structures include multiple nodes, the multiple node
One of be root node, part of nodes association web services, each node, which has node identification, triggers the node goes to next section
The key value of point and the node identification of next node；Inquired about according to the call identification from database and associate the call identification
User's input journal, at least to obtain by key index, key value；Association is inquired about from database according to the call identification, and this is exhaled
The service call daily record of mark is cried, with the web services at least obtaining service call index, calling；By the IVR flowage structures,
Since root node, step by step according to next node is determined by the key value of the button index order, according to the node reached
And service call index determines the web services of calling, to trace the data that the IVR of associated call mark is called；By what is traced
The data of IVR callings are provided to the equipment of the operator of manual service distribution.
Alternatively, tracing the data of the IVR callings of associated call mark includes：An IVR is formed by the IVR flowage structures
Flow chart, the step of node of IVR flowage structures is with the IVR flow charts, are corresponding.
Alternatively, tracing the data of the IVR callings of associated call mark also includes：By the IVR flowage structures, from root section
Point starts, and according to user's input journal multistage loadings and shows next node, and when loading and showing present node, root
The web services called according to service call daily record loading present node.
Alternatively, tracing the data of the IVR callings of associated call mark also includes：Dynamic load is simultaneously in a flowchart
Show the process of the IVR callings of associated call mark.
Alternatively, the step display items of each node identification and each node are associatedly stored in data in the IVR flow charts
In storehouse, in a flowchart dynamic load and show associated call mark IVR calling process include：According to node identification
Corresponding step display items are loaded from database and are connected with previous step display items；Connecting line between step display items
Show user key-press operation and key value；The web services of node association are determined, are shown in the lump with the step display items of the node.
Alternatively, the flow instance daily record includes：Call identification, IVR process names, IVR flows version, caller number,
It is one or more in called number, time started, end time.
Alternatively, user's input journal includes：Call identification, IVR process names, IVR flows version, button rope
Draw, be in key value, key press time one or more.
Alternatively, the service call daily record includes：Call identification, IVR process names, IVR flows version, take by web
Be engaged in title, web services link, web service request, web services response, the web service request time, the web services response time,
It is one or more in web services call result.
According to another aspect of the invention, a kind of call history retrospective device is also provided, including：Trigger module, for true
Determine whether active calls switch to manual service；Acquisition module, for judging that active calls switch to people's work clothes when trigger module
During business, the call identification of the IVR to be traced callings is obtained；Flow instance log acquisition module, for being marked according to the calling
The flow instance daily record that the inquiry from database associates the call identification is known, to obtain IVR flowage structures, the IVR flows knot
Structure is root node including one of multiple nodes, the multiple node, and part of nodes association web services, each node, which has, to be saved
Point identification, trigger the node and go to the key value of next node and the node identification of next node；User's input journal obtains mould
Block, user's input journal of the call identification is associated for being inquired about according to the call identification from database, at least to obtain
By key index, key value；Service call log acquisition module, should for inquiring about association from database according to the call identification
The service call daily record of call identification, with the web services at least obtaining service call index, calling；IVR calls trace back block,
For by the IVR flowage structures, since root node, basis to be determined next by the key value of the button index order step by step
Node, the web services called are determined according to node and the service call index reached, to trace the IVR of associated call mark
The data of calling；Pushing module, the data for the IVR traced to be called are provided to the operator of manual service distribution
Equipment on.
Alternatively, in addition to：Hadoop clusters, for storing flow instance daily record, user's input journal and service call
Daily record.
According to another aspect of the invention, a kind of electronic equipment is also provided, the electronic equipment includes：Processor；Storage
Medium, is stored thereon with computer program, and the computer program performs step as described above when being run by the processor.
According to another aspect of the invention, a kind of storage medium is also provided, computer journey is stored with the storage medium
Sequence, the computer program perform step as described above when being run by processor.
Compared with prior art, advantage of the invention is that：
1) using the daily record of call identification association flow instance, user's input journal and service call daily record, marked by calling
Know, flow nodes and the web services called are determined according to the IVR flows of flow instance daily record step by step, to realize chasing after for IVR callings
Trace back
2) because the data volume of flow instance daily record, user's input journal and service call daily record is very big, frequently look into
Inquiry necessarily causes systemic loss of energy, therefore, form strengthening system performance and the IVR calling that multistage loadings can be used and shown
Retrospect speed；
3) process called by the form Dynamic Announce IVR of flow chart so that operator or other testers can
The process of current IVR callings is got information about to provide a user accurate service, or IVR flows are effectively changed
Enter.
Brief description of the drawings
Its example embodiment is described in detail by referring to accompanying drawing, above and other feature and advantage of the invention will become
It is more obvious.
Fig. 1 shows the flow chart of call history retroactive method according to embodiments of the present invention.
Fig. 2 shows a kind of schematic diagram of IVR flows according to embodiments of the present invention.
Fig. 3 shows a kind of schematic diagram of retrospect IVR callings according to embodiments of the present invention.
Fig. 4 to Fig. 6 shows the schematic diagram of another retrospect IVR callings according to embodiments of the present invention.
Fig. 7 shows the schematic diagram of the stocking system of each daily record according to embodiments of the present invention.
Fig. 8 shows the schematic diagram of call history retrospective device according to embodiments of the present invention.
Fig. 9 schematically shows a kind of computer-readable recording medium schematic diagram in disclosure exemplary embodiment.
Figure 10 schematically shows a kind of electronic equipment schematic diagram in disclosure exemplary embodiment.
Embodiment
Example embodiment is described more fully with referring now to accompanying drawing.However, example embodiment can be with a variety of shapes
Formula is implemented, and is not understood as limited to example set forth herein；On the contrary, these embodiments are provided so that the disclosure will more
Fully and completely, and by the design of example embodiment comprehensively it is communicated to those skilled in the art.Described feature, knot
Structure or characteristic can be incorporated in one or more embodiments in any suitable manner.
In addition, accompanying drawing is only the schematic illustrations of the disclosure, it is not necessarily drawn to scale.Identical accompanying drawing mark in figure
Note represents same or similar part, thus will omit repetition thereof.Some block diagrams shown in accompanying drawing are work(
Can entity, not necessarily must be corresponding with physically or logically independent entity.These work(can be realized using software form
Energy entity, or these functional entitys are realized in one or more hardware modules or integrated circuit, or at heterogeneous networks and/or place
These functional entitys are realized in reason device device and/or microcontroller device.
In order to solve the defects of prior art, the retrospect of IVR callings is realized, the present invention provides a kind of call history retrospect side
Method, device, electronic equipment, storage medium.
Referring first to Fig. 1, Fig. 1 shows a kind of flow chart of call history retroactive method according to embodiments of the present invention.
6 steps are shown altogether in Fig. 1：
Step S110：When calling switches to manual service, the call identification of the IVR to be traced callings is obtained.Calling
Identify and be used for each calling of unique mark.
Step S120：The flow instance daily record for associating the call identification is inquired about from database according to the call identification,
To obtain IVR flowage structures.The IVR flowage structures are root node including one of multiple nodes, the multiple node.Save part
Point association web services.Each node has node identification, triggers key value and next node that the node goes to next node
Node identification.In certain embodiments, the flow instance daily record can include call identification, IVR process names, IVR streams
Journey version, caller number, called number, time started, end time and/or other extension information.It can be obtained according to flow instance daily record
Obtain complete IVR flowage structures.
In certain embodiments, an IVR flow charts can be formed by the IVR flowage structures, the node of IVR flowage structures with
The step of IVR flow charts, is corresponding.The example of one complete IVR flowage structure may refer to Fig. 2, the IVR flowage structures
Including multiple nodes (and each frame be a node), one of the multiple node is that (represented by label S201 is root node
Root node).Node S205, node S210, node S208, node S209, node S213, node S214 association web services.Each section
Point with node identification (such as S201 to S214), trigger the node go to next node key value (it is as shown in Figure 2 " by 1 ",
" press 2 " etc.) and next node node identification.For example, there is root node node identification S201, key value to go to node for 1
S202, key value go to node S203 for 2.
Step S130：The user's input journal for associating the call identification is inquired about from database according to the call identification,
At least to obtain by key index, key value.It is used for the order for representing button by key index.Alternatively, user's input journal is also wrapped
The node where key value corresponds to button is included to represent.In certain embodiments, user's input journal can include calling mark
Knowledge, IVR process names, IVR flows version, by key index, key value, key press time and/or other extension information.
Step S140：The service call daily record for associating the call identification is inquired about from database according to the call identification,
With the web services at least obtaining service call index, calling.Service call indexes the order of the web services for representing to call.
In certain embodiments, service call daily record can include call identification, IVR process names, IVR flows version, by web
Service name, web services link, web service request, web services response, the web service request time, the web services response time,
Web services call result and/or other extension information.
Step S150：By the IVR flowage structures, since root node, step by step according to by the button index order
Key value determines next node, the web services called is determined according to node and the service call index reached, to trace association
The data of the IVR callings of call identification.
Step S160：The equipment that the IVR traced the data called are provided to the operator to manual service distribution
On.
Referring to Fig. 3, Fig. 3 shows a kind of schematic diagram of retrospect IVR callings according to embodiments of the present invention.
Fig. 3 is shown on the basis of the whole IVR flowage structures shown with flow chart, represents that IVR is called with bold box
The node of middle process.These bold box can be simultaneously displayed on the flow chart of whole IVR flowage structures, also dynamically press user
Button operation is one by one shown.
For example, when calling switches to manual service, (such as after Fig. 3 node S208, user passes through follow-up IVR flows first
Into manual service, it is not shown) when, according to call identification, obtain the flow chart of IVR flowage structures and directly display.
Since the root node S201 of IVR flowage structures, thick frame is shown.The key value " 2 " in user's input journal is obtained, under
One node S203 so that node S203 shows thick frame.Node S203 is directly connected to node S204 without user's operation so that
Node S204 shows thick frame.The key value " 1 " in user's input journal is obtained, into next node S205 so that node
S205 shows thick frame.In node S205, user inputs account, node S205 association web services, obtains service call daily record
It is determined that the web services and the call result of web services that call.Node S205 calls web services S291 to verify personal account so that
Web services S291 is called to show thick frame (being different from IVR flow nodes, the web services of calling are shown with dotted line frame).Web takes
Business S291 returns to account and is proved to be successful, into next node S207 so that node S207 shows thick frame.Obtain user and input day
Key value " 1 " in will, into next node S208 so that node S208 shows thick frame.Node S208 associates web services,
Obtain the call result that service call daily record determines the web services and web services called.Node S208 calls web services S293
With the personal account inquiry service A of user's input so that call web services S293 to show thick frame.
More than the display of thick frame dynamic load daily record and whole after showing or directly all load can be shown.
In some embodiments, when the personal account multiple authentication failure that user inputs in such as node S205, then node S206 will be more
Secondary to be shown with thick frame, now, node S206 border width can become big with node S206 broadcasting time, thus represent certain
One node is repeatedly played.In addition, when user repeatedly inputs personal account, by key index also may indicate that same class user by
The keystroke sequence of key.
Only schematically for the sake of, the broadcasting of node is represented in the form of thick frame, those skilled in the art can also be real
Now more variation patterns, such as represent the broadcasting of node in the form of frame flashes；Node is represented in the form of frame amplifies
Broadcasting；Broadcasting that node is represented with the change of frame shape etc., these variation patterns all protection scope of the present invention it
It is interior.
Referring to Fig. 4 to Fig. 6, Fig. 4 to Fig. 6 shows another retrospect IVR callings according to embodiments of the present invention
Schematic diagram.
In embodiment shown in Fig. 4 to Fig. 6, in a flowchart dynamic load and show associated call mark IVR
The process of calling, but whole IVR flowage structures are not shown.
Each node identification and shown for example, in the embodiment shown in Fig. 4 to Fig. 6, in IVR flow charts the step of each node
Item is associatedly stored in database, loads corresponding step display items and and back one by one from database according to node identification
Rapid display items are connected.Connecting line between step display items shows user key-press operation and key value.Determine that node associates
Web services, shown in the lump with the step display items of the node.
In the embodiment shown in Fig. 4 to Fig. 6, due to only showing the node played in IVR callings, operator or other surveys
The information that examination personnel obtain definitely, and will not be misled by other nodes.
Above-mentioned Fig. 3 is may be sent to that in the equipment of operator that manual service distributed to the content shown in Fig. 6 to carry out
It has been shown that, operator can clearly understand calling procedure and the user's request of user by the content of display.Above-mentioned Fig. 3 to Fig. 6 is only
Only it is the multiple embodiments for schematically showing the present invention, but the present invention is not limited, without prejudice to before present inventive concept
Put, different IVR flows, different display modes are all within protection scope of the present invention.
Referring to Fig. 7, Fig. 7 shows the schematic diagram of the stocking system of each daily record according to embodiments of the present invention.
Multiple IVR workflow application servers 301 are by calling the SOA interfaces of call log record system to log server
Cluster 302 provides log information (including flow instance daily record, user's input journal and service call daily record), log server collection
The log information that group 302 obtains is temporarily stored into local cache, and these days are write to log database by the strategy for configuring certain
Will, for example, 1) carrying out a database write-in per m (m can configure) bars log recording；2) b, every n (n can configure) seconds carry out one
Secondary database write-in.When two conditions meet one of them, that is, a database write-in is carried out, it is frequently right so can both to have avoided
Database 303 operates, and can also ensure the real-time of log recording.In addition, can also be by a timed task by database 303
Daily record data pull in Hadoop clusters 304, to reduce the data volume in database 303, mitigate the pressure of database.For example,
Data before 3 days can be pulled out and write Hadoop clusters 304 by timed task from database 303, and one was performed every 24 hours
It is secondary.
The inquiry of call log data is carried out with analysis in Hadoop clusters 304, is so not only convenient for daily record number
According to being polymerize and counted, and log query is eliminated to the influence of of database 303 itself, improve the stabilization of log system
Property.Structure shown in Fig. 7 provides a unified log recording mode, ensures the validity and reliability of log recording, simultaneously
Improve the query analysis efficiency of later stage daily record data.
Referring to Fig. 8, Fig. 8 shows the schematic diagram of call history retrospective device according to embodiments of the present invention.
Call history retrospective device 400 includes trigger module 401, acquisition module 402, flow instance log acquisition module
403rd, user's input journal acquisition module 404, service call log acquisition module 405 and IVR call trace back block 406 and pushed away
Send module 407.
Trigger module 401 is used to determine whether active calls switch to manual service.Acquisition module 402 is used to work as trigger mode
When block 401 judges that active calls switch to manual service, the call identification of the IVR to be traced callings is obtained.Flow instance day
Will acquisition module 403 is used to inquire about the flow instance daily record for associating the call identification from database according to the call identification,
To obtain IVR flowage structures, the IVR flowage structures are root node including one of multiple nodes, the multiple node, and part is saved
Point association web services, each node have node identification, trigger key value and next node that the node goes to next node
Node identification.For inquiring about association from database according to the call identification, this is exhaled user's input journal acquisition module 404
User's input journal of mark is cried, at least to obtain by key index, key value.Service call log acquisition module 405 is used for root
The service call daily record for associating the call identification is inquired about from database according to the call identification, at least to obtain service call rope
The web services draw, called.IVR calling trace back blocks 406 are used to press the IVR flowage structures, since root node, root step by step
Next node is determined according to the key value by the button index order, determines to adjust according to node and the service call index reached
Web services, to trace the data that the IVR of associated call mark is called.Pushing module 407 is used to exhale the IVR traced
The data cried are provided to the equipment of the operator of manual service distribution.
In certain embodiments, call history retrospective device 400 also includes being used to store flow instance daily record, user's input
Daily record and service call daily record Hadoop clusters, the inquiry of daily record data and analysis are carried out in Hadoop clusters, are easy to pair
Daily record data is polymerize and counted.
Fig. 8 is only to schematically show modules, it will be understood that these modules can be virtual software module or
Actual hardware module, merging, fractionation and its increase of complementary modul block of these modules are all within protection scope of the present invention.
In an exemplary embodiment of the disclosure, a kind of computer-readable recording medium is additionally provided, is stored thereon with meter
Calculation machine program, it can realize that electronic prescription described in any one above-mentioned embodiment circulates when the program is by such as computing device
The step of processing method.In some possible embodiments, various aspects of the invention are also implemented as a kind of program production
The form of product, it includes program code, and when described program product is run on the terminal device, described program code is used to make institute
State terminal device perform described in this specification above-mentioned electronic prescription circulation processing method part according to the various examples of the present invention
The step of property embodiment.
With reference to shown in figure 9, the program product for being used to realize the above method according to the embodiment of the present invention is described
500, it can use portable compact disc read only memory (CD-ROM) and including program code, and can in terminal device,
Such as run on PC.However, the program product not limited to this of the present invention, in this document, readable storage medium storing program for executing can be with
Be it is any include or the tangible medium of storage program, the program can be commanded execution system, device either device use or
It is in connection.
Described program product can use any combination of one or more computer-readable recording mediums.Computer-readable recording medium can be readable letter
Number medium or readable storage medium storing program for executing.Readable storage medium storing program for executing for example can be but be not limited to electricity, magnetic, optical, electromagnetic, infrared ray or
System, device or the device of semiconductor, or any combination above.The more specifically example of readable storage medium storing program for executing is (non exhaustive
List) include：It is electrical connection, portable disc, hard disk, random access memory (RAM) with one or more wires, read-only
Memory (ROM), erasable programmable read only memory (EPROM or flash memory), optical fiber, portable compact disc read only memory
(CD-ROM), light storage device, magnetic memory device or above-mentioned any appropriate combination.
The computer-readable recording medium can include believing in a base band or as the data that a carrier wave part is propagated
Number, wherein carrying readable program code.The data-signal of this propagation can take various forms, including but not limited to electromagnetism
Signal, optical signal or above-mentioned any appropriate combination.Readable storage medium storing program for executing can also be any beyond readable storage medium storing program for executing
Computer-readable recording medium, the computer-readable recording medium can send, propagate either transmit for being used by instruction execution system, device or device or
Person's program in connection.The program code included on readable storage medium storing program for executing can be transmitted with any appropriate medium, bag
Include but be not limited to wireless, wired, optical cable, RF etc., or above-mentioned any appropriate combination.
Can being combined to write the program operated for performing the present invention with one or more programming languages
Code, described program design language include object oriented program language-Java, C++, C# etc., in addition to conventional
Procedural programming language-such as " C " language or similar programming language.Program code can rented fully
Perform on the computing device of family, partly performed in tenant's equipment, the software kit independent as one performs, is partly counted in tenant
Its upper side point is calculated to perform or perform in remote computing device or server completely on a remote computing.It is being related to
In the situation of remote computing device, remote computing device can pass through the network of any kind, including LAN (LAN) or wide area
Net (WAN), tenant's computing device is connected to, or, it may be connected to external computing device (such as provided using Internet service
Business passes through Internet connection).
In an exemplary embodiment of the disclosure, a kind of electronic equipment is also provided, the electronic equipment can include processor,
And the memory of the executable instruction for storing the processor.Wherein, the processor is configured to via described in execution
The step of executable instruction is to perform the circulation processing method of electronic prescription described in any one above-mentioned embodiment.
Person of ordinary skill in the field it is understood that various aspects of the invention can be implemented as system, method or
Program product.Therefore, various aspects of the invention can be implemented as following form, i.e.,：It is complete hardware embodiment, complete
The embodiment combined in terms of full Software Implementation (including firmware, microcode etc.), or hardware and software, can unite here
Referred to as " circuit ", " module " or " system ".
The electronic equipment 600 according to the embodiment of the invention is described referring to Figure 10.The electricity that Figure 10 is shown
Sub- equipment 600 is only an example, should not bring any restrictions to the function and use range of the embodiment of the present invention.
As shown in Figure 10, electronic equipment 600 is showed in the form of universal computing device.The component of electronic equipment 600 can be with
Including but not limited to：At least one processing unit 610, at least one memory cell 620, connection different system component (including are deposited
Storage unit 620 and processing unit 610) bus 630, display unit 640 etc..
Wherein, the memory cell is had program stored therein code, and described program code can be held by the processing unit 610
OK so that the processing unit 610 perform described in the above-mentioned electronic prescription circulation processing method part of this specification according to this
The step of inventing various illustrative embodiments.For example, the step of processing unit 610 can perform as shown in fig. 1.
The memory cell 620 can include the computer-readable recording medium of volatile memory cell form, such as random access memory
Unit (RAM) 6201 and/or cache memory unit 6202, it can further include read-only memory unit (ROM) 6203.
The memory cell 620 can also include program/practical work with one group of (at least one) program module 6205
Tool 6204, such program module 6205 includes but is not limited to：Operating system, one or more application program, other programs
Module and routine data, the realization of network environment may be included in each or certain combination in these examples.
Bus 630 can be to represent the one or more in a few class bus structures, including memory cell bus or storage
Cell controller, peripheral bus, graphics acceleration port, processing unit use any bus structures in a variety of bus structures
Local bus.
Electronic equipment 600 can also be with one or more external equipments 700 (such as keyboard, sensing equipment, bluetooth equipment
Deng) communication, the equipment communication that can also enable tenant to be interacted with the electronic equipment 600 with one or more, and/or with causing
Any equipment that the electronic equipment 600 can be communicated with one or more of the other computing device (such as router, modulation /demodulation
Device etc.) communication.This communication can be carried out by input/output (I/O) interface 650.Also, electronic equipment 600 can be with
By network adapter 660 and one or more network (such as LAN (LAN), wide area network (WAN) and/or public network,
Such as internet) communication.Network adapter 660 can be communicated by bus 630 with other modules of electronic equipment 600.Should
Understand, although not shown in the drawings, can combine electronic equipment 600 uses other hardware and/or software module, including it is but unlimited
In：Microcode, device driver, redundant processing unit, external disk drive array, RAID system, tape drive and number
According to backup storage system etc..
Through the above description of the embodiments, those skilled in the art is it can be readily appreciated that example described herein is implemented
Mode can be realized by software, can also be realized by way of software combines necessary hardware.Therefore, according to the disclosure
The technical scheme of embodiment can be embodied in the form of software product, the software product can be stored in one it is non-volatile
Property storage medium (can be CD-ROM, USB flash disk, mobile hard disk etc.) in or network on, including some instructions are to cause a calculating
Equipment (can be personal computer, server or network equipment etc.) performs the above-mentioned electronics according to disclosure embodiment
Prescription circulation processing method.
Compared with prior art, advantage of the invention is that：
1) using the daily record of call identification association flow instance, user's input journal and service call daily record, marked by calling
Know, flow nodes and the web services called are determined according to the IVR flows of flow instance daily record step by step, to realize chasing after for IVR callings
Trace back；
2) because the data volume of flow instance daily record, user's input journal and service call daily record is very big, frequently look into
Inquiry necessarily causes systemic loss of energy, therefore, form strengthening system performance and the IVR calling that multistage loadings can be used and shown
Retrospect speed；
3) process called by the form Dynamic Announce IVR of flow chart so that operator or other testers can
The process of current IVR callings is got information about to provide a user accurate service, or IVR flows are effectively changed
Enter.
Those skilled in the art will readily occur to the disclosure its after considering specification and putting into practice invention disclosed herein
Its embodiment.The application is intended to any modification, purposes or the adaptations of the disclosure, these modifications, purposes or
Person's adaptations follow the general principle of the disclosure and including the undocumented common knowledges in the art of the disclosure
Or conventional techniques.Description and embodiments are considered only as exemplary, and the true scope of the disclosure and spirit are by appended
Claim is pointed out.
Claims (12)
- A kind of 1. call history retroactive method, it is characterised in that including：When calling switches to manual service, the call identification of the IVR to be traced callings is obtained；The flow instance daily record for associating the call identification is inquired about from database according to the call identification, to obtain IVR flows Structure, the IVR flowage structures are root node including one of multiple nodes, the multiple node, and part of nodes association web takes Business, each node, which has node identification, triggers the node goes to the key value of next node and the node identification of next node；The user's input journal for associating the call identification is inquired about from database according to the call identification, at least to obtain button Index, key value；The service call daily record for associating the call identification is inquired about from database according to the call identification, at least to obtain service Call index, the web services called；It is next according to being determined by the key value of the button index order step by step since root node by the IVR flowage structures Node, the web services called are determined according to node and the service call index reached, to trace the IVR of associated call mark The data of calling；The IVR traced the data called are provided to the equipment of the operator of manual service distribution.
- 2. call history retroactive method as claimed in claim 1, it is characterised in that the IVR callings of retrospect associated call mark Data include：A step of IVR flow charts, the node of IVR flowage structures and the IVR flow charts being formed by the IVR flowage structures pair Should.
- 3. call history retroactive method as claimed in claim 2, it is characterised in that the IVR callings of retrospect associated call mark Data also include：By the IVR flowage structures, since root node, according to user's input journal multistage loadings and next section is shown Point, and when loading and showing present node, the web services of present node calling are loaded according to the service call daily record.
- 4. call history retroactive method as claimed in claim 3, it is characterised in that the IVR callings of retrospect associated call mark Data also include：In a flowchart dynamic load and show associated call mark IVR calling process.
- 5. call history retroactive method as claimed in claim 4, it is characterised in that each node identification in the IVR flow charts And the step display items of each node are associatedly stored in database, dynamic load and associated call is shown in a flowchart The process of the IVR callings of mark includes：Corresponding step display items are loaded from database according to node identification and are connected with previous step display items；Connecting line between step display items shows user key-press operation and key value；The web services of node association are determined, are shown in the lump with the step display items of the node.
- 6. call history retroactive method as claimed in claim 1, it is characterised in that the flow instance daily record includes：Calling It is one or more in mark, IVR process names, IVR flows version, caller number, called number, time started, end time.
- 7. call history retroactive method as claimed in claim 1, it is characterised in that user's input journal includes：Calling Mark, IVR process names, IVR flows version, by one or more in key index, key value, key press time.
- 8. call history retroactive method as claimed in claim 1, it is characterised in that the service call daily record includes：Calling Mark, IVR process names, IVR flows version, by web services title, web services link, web service request, web services ring Should, it is the web service request time, the web services response time, one or more in web services call result.
- A kind of 9. call history retrospective device, it is characterised in that including：Trigger module, for determining whether active calls switch to manual service；Acquisition module, for when trigger module judges that active calls switch to manual service, obtaining the IVR to be traced callings Call identification；Flow instance log acquisition module, the stream of the call identification is associated for being inquired about according to the call identification from database Journey example daily record, to obtain IVR flowage structures, the IVR flowage structures are root including one of multiple nodes, the multiple node Node, part of nodes association web services, each node have node identification, trigger the button that the node goes to next node The node identification of value and next node；User's input journal acquisition module, the use of the call identification is associated for being inquired about according to the call identification from database Family input journal, at least to obtain by key index, key value；Service call log acquisition module, the clothes of the call identification are associated for being inquired about according to the call identification from database Daily record is called in business, with the web services at least obtaining service call index, calling；IVR calls trace back block, for by the IVR flowage structures, since root node, pressing key index according to by described step by step The key value of sequence determines next node, the web services called is determined according to node and the service call index reached, to chase after The data of the IVR callings of the associated call that traces back mark；Pushing module, the equipment that the data for the IVR traced to be called provide the operator to manual service distribution On.
- 10. call history retrospective device as claimed in claim 9, it is characterised in that also include：Hadoop clusters, for storing flow instance daily record, user's input journal and service call daily record.
- 11. a kind of electronic equipment, it is characterised in that the electronic equipment includes：Processor；Storage medium, computer program is stored thereon with, such as right is performed when the computer program is run by the processor It is required that the step described in 1 to 8 any one.
- 12. a kind of storage medium, it is characterised in that computer program, the computer program are stored with the storage medium The step as described in any one of claim 1 to 8 is performed when being run by processor.
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| CN107656999B (en) | 2020-06-30 |
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