CN108012038B - Telephone service seat matching method and system - Google Patents
Telephone service seat matching method and system Download PDFInfo
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- CN108012038B CN108012038B CN201610935154.9A CN201610935154A CN108012038B CN 108012038 B CN108012038 B CN 108012038B CN 201610935154 A CN201610935154 A CN 201610935154A CN 108012038 B CN108012038 B CN 108012038B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
Abstract
The application discloses a telephone service seat matching method and a system, wherein the method comprises the following steps: a telephone service client acquires a dialing instruction of a user in real time and sends the dialing instruction to a service system, wherein the dialing instruction comprises service data corresponding to the current service requirement of the user; the service system determines the telephone system route and the service associated data matched with the dialing instruction according to the preset mapping relation between the service data and the telephone system route and the service associated data, and stores the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result; and when the telephone system monitors that the user dials the incoming line of the telephone number to be dialed, acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system, and when the acquisition is successful, allocating seat resources to the user according to the acquired telephone system route and displaying the acquired service associated data on a corresponding seat client.
Description
Technical Field
The invention relates to a computer communication technology, in particular to a telephone service seat matching method and a telephone service seat matching system.
Background
The telephone system is applied to the service system, and with the rapid development of services, the service routing information configured in the telephone system is gradually increased, so that the function of the telephone system is not single any more.
At present, in an Interactive Voice Response (IVR) voice flow of a customer dialing a service phone through a terminal device, an IVR service item needs to be selected by inputting key information corresponding to a required service according to a prompt of voice broadcasting. When the service system has more service functions, the number of the received service routes is too many, the channel associated data information input by the client is long, the input error is easy to occur, and the user needs to input the channel associated data information again at the moment, so that the waiting time of the IVR voice can be prolonged. Therefore, on one hand, the waiting time for the user to connect the service seat is increased, and on the other hand, the voice broadcasting of the IVR process needs to occupy a telephone channel, so that the communication cost of the client is correspondingly increased.
Aiming at the problems, the current solution is to make secondary development in a telephone system and reduce IVR process links. The deletion of the IVR flow can reduce the user experience, and the voice broadcast of the IVR flow still occupies a telephone channel and increases the communication cost. In addition, when the number of the received service routes is too large, the implementation difficulty of the telephone system is increased, and further, the maintenance and development cost of the telephone system is increased.
Therefore, no solution is provided at present for the problems of the existing telephone service seat matching scheme realized through the IVR voice flow, such as the prolonging of the waiting time, the increase of the communication cost of the client and the like.
Disclosure of Invention
In view of the above, the main objective of the present invention is to provide a method and a system for matching telephone service seats, which can implement complex service routing, reduce time delay, and reduce communication cost for users.
In order to achieve the purpose, the technical scheme provided by the invention is as follows:
a telephone service agent matching method, comprising:
a telephone service client acquires a dialing instruction of a user in real time and sends the dialing instruction to a service system, wherein the dialing instruction comprises service data corresponding to the current service requirement of the user;
the service system determines the telephone system route and the service associated data matched with the dialing instruction according to the preset mapping relation between the service data and the telephone system route and the service associated data, and stores the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result;
and when the telephone system monitors that the user dials the incoming line of the telephone number to be dialed, acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system, and when the acquisition is successful, allocating seat resources to the user according to the acquired telephone system route and displaying the acquired service associated data on a corresponding seat client.
A telephone service agent matching system comprising:
the system comprises a telephone service client, a service system and a service server, wherein the telephone service client is used for acquiring a dialing instruction of a user in real time and sending the dialing instruction to the service system, and the dialing instruction comprises service data corresponding to the current service requirement of the user;
the business system is used for determining the telephone system route and the business route data matched with the dialing instruction according to the preset mapping relation between the business data and the telephone system route and the business route data, and storing the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result;
and the telephone system is used for acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system when the incoming line of the telephone number to be dialed is dialed by the user, distributing seat resources for the user according to the acquired telephone system route when the acquisition is successful, and displaying the acquired service associated data on a corresponding seat client.
In summary, the method and system for matching telephone service seats provided by the present invention utilize the telephone service client to notify the service system of the service data corresponding to the current service requirement of the user before the user dials the incoming call, the service system matches and stores the corresponding telephone system route and service associated data for the service data, then, when the telephone system monitors the incoming call of the user, the telephone system directly obtains the corresponding telephone system route and service associated data from the service system, and allocates the corresponding seat resources to the user accordingly. Therefore, the routing design of the telephone system is not limited, complex service routing can be realized, time delay can be reduced, and communication cost of users can be reduced.
Drawings
FIG. 1 is a schematic flow chart of a method according to an embodiment of the present invention;
fig. 2 is a schematic structural diagram of a system according to an embodiment of the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention will be described in further detail with reference to the accompanying drawings and specific embodiments.
The core idea of the invention is as follows: before a user dials a telephone incoming line, a telephone service client notifies a service system of service data corresponding to the current service requirement of the user, and the service system matches and stores corresponding telephone system routing and service associated data for the service data according to the service data. Thus, the route matching is separated from the telephone system, the route is not limited by the route design of the telephone system, the complex service route can be realized, the time delay can be reduced, and the communication cost of the user can be reduced.
Fig. 1 is a schematic flow chart of a method according to an embodiment of the present invention, and as shown in fig. 1, the method for matching a telephone service agent implemented by the embodiment mainly includes:
In the step, the telephone service client acquires the dialing instruction of the user in real time and sends the dialing instruction to the service system, and the dialing instruction is used for triggering the service system to match the corresponding telephone system route and the service associated data for the user. Therefore, when a user dials a telephone for incoming line, the matched information is directly utilized to allocate seat resources for the user. Therefore, the time delay from the dialing to the allocation of the seat resources of the user can be greatly reduced.
In practical application, a dialing instruction of a user can be obtained through the client APP.
And step 102, the service system determines the telephone system route and the service route data matched with the dialing instruction according to the preset mapping relation between the service data and the telephone system route and the service route data, and stores the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result.
In this step, the service system determines the telephone system route and the service associated data matched with the service data carried by the dialing instruction of the user according to the preset mapping relationship between the service data and the telephone system route and the service associated data, and stores the mapping relationship between the telephone number to be dialed and the matching result, so that the telephone system can directly use the mapping relationship to complete the configuration of the seat resource when monitoring the incoming call of the user. Here, the telephone number to be dialed is provided in service data carried in the dialing instruction.
Preferably, in this step, the service system may use a cache mode (e.g., Redis cache) to store the mapping relationship between the to-be-dialed phone number and the matching result.
Further, a cache in a Key-Value form may be utilized to store a mapping relationship between the to-be-dialed phone number indicated by the dialing instruction and the matching result. Specifically, the telephone number to be dialed is used as a main key, and the corresponding value includes routing point information of a telephone system, and service routing data and/or service associated data.
Preferably, the mapping relationship between the service data and the telephone system route and the service associated data may be preset by the following method:
configuring a business data item corresponding to each business service according to the business service items provided by the business system;
acquiring routing data and business associated data of an agent group corresponding to each business service from the telephone system;
and for each business service, establishing a mapping relation between the corresponding business data item and the corresponding routing data and business associated data.
And 103, when the telephone system monitors that the user dials the incoming line of the telephone number to be dialed, acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system, and when the acquisition is successful, allocating seat resources to the user according to the acquired telephone system route and displaying the acquired service associated data on a corresponding seat client.
When the telephone system monitors that the user dials the incoming line of the telephone number to be dialed, the telephone system does not need to operate according to voice prompt, but directly acquires the telephone system route and the service associated data matched with the telephone number to be dialed from the service system, so that the user can be allocated with the seat resources based on the data, and a specific method for allocating the seat resources to the user by using the data is mastered by the personnel in the field, and is not described herein again.
In addition, in the step, the acquired service channel data is displayed on the corresponding seat client, so that the customer service personnel can directly see the channel service in the screen popping content after receiving the call, the problems to be consulted by the user and the information to be provided by the problems can be quickly known, and a link of providing service data through communication with the user is not needed, so that the service efficiency of a telephone system can be greatly improved, the online time of the user is saved, and the communication cost of the user is further reduced.
Further, in order to ensure the accuracy of the routing, the service system may obtain the latest routing and service associated data from the telephone system according to a certain update policy, and update the mapping relationship. Specifically, the following method can be adopted to achieve the above object:
and the service system acquires the latest route and service associated data from the telephone system according to a preset synchronization mode and a preset synchronization frequency, and updates the mapping relation between the service data and the telephone system route and the service associated data by using the latest route and service associated data.
Here, the specific synchronization mode and the synchronization frequency may be set by a person skilled in the art according to actual needs, for example, a synchronization mode of WebService or Socket connection may be adopted.
In practical application, the invention can also be combined with the existing telephone service seat matching scheme realized through the IVR voice flow, a user can directly dial a telephone without sending service data corresponding to the current service requirement of the user to the service system through the telephone service client side, at the moment, when the telephone system monitors the dial-in line of the user, the matched telephone system route and service random data can be obtained from the service system, and if the obtaining fails, the telephone service seat matching can be directly realized through the existing IVR voice flow. Namely, step 103 may further include: when the acquisition fails, the phone service seat matching is directly realized through the existing IVR voice flow.
Fig. 2 is a schematic structural diagram of a telephone service agent matching system corresponding to the above method, and as shown in fig. 2, the system includes:
the system comprises a telephone service client, a service system and a service server, wherein the telephone service client is used for acquiring a dialing instruction of a user in real time and sending the dialing instruction to the service system, and the dialing instruction comprises service data corresponding to the current service requirement of the user;
the business system is used for determining the telephone system route and the business route data matched with the dialing instruction according to the preset mapping relation between the business data and the telephone system route and the business route data, and storing the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result;
and the telephone system is used for acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system when the incoming line of the telephone number to be dialed is dialed by the user, distributing seat resources for the user according to the acquired telephone system route when the acquisition is successful, and displaying the acquired service associated data on a corresponding seat client.
Preferably, the service system is configured to perform the saving in a cache manner.
Preferably, the service system is configured to store, by using a Key-Value-form cache, a mapping relationship between the to-be-dialed phone number indicated by the dialing instruction and the matching result.
Preferably, the service system is configured to use the phone number to be dialed as a main key during the storing, and the corresponding value includes routing point information of the phone system, and service routing data and/or service associated data.
Preferably, the setting of the mapping relationship between the service data and the telephone system route and the service associated data includes:
configuring a business data item corresponding to each business service according to the business service items provided by the business system;
acquiring routing data and business associated data of an agent group corresponding to each business service from the telephone system;
and for each business service, establishing a mapping relation between the corresponding business data item and the corresponding routing data and business associated data.
Preferably, the service system is further configured to obtain the latest route and service associated data from the telephone system according to a preset synchronization mode and a preset synchronization frequency, and update the mapping relationship between the service data and the telephone system route and the service associated data by using the latest route and service associated data.
In summary, the above description is only a preferred embodiment of the present invention, and is not intended to limit the scope of the present invention. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the protection scope of the present invention.
Claims (12)
1. A method for matching telephone service agents, comprising:
a telephone service client acquires a dialing instruction of a user in real time and sends the dialing instruction to a service system, wherein the dialing instruction comprises service data corresponding to the current service requirement of the user;
the service system determines the telephone system route and the service associated data matched with the dialing instruction according to the preset mapping relation between the service data and the telephone system route and the service associated data, and stores the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result;
and when the telephone system monitors that the user dials the incoming line of the telephone number to be dialed, acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system, and when the acquisition is successful, allocating seat resources to the user according to the acquired telephone system route and displaying the acquired service associated data on a corresponding seat client.
2. The method of claim 1, wherein the saving is performed in a cache manner.
3. The method according to claim 1, wherein a mapping relationship between the to-be-dialed telephone number indicated by the dialing instruction and the matching result is stored by using a cache in a Key-Value form.
4. The method of claim 1, wherein the saving is performed by using the phone number to be dialed as a primary key, and the corresponding value comprises routing point information of a phone system, and service routing data and/or service associated data.
5. The method of claim 1, wherein the setting of the mapping relationship between the service data and the telephone system routing and the service associated data comprises:
configuring a business data item corresponding to each business service according to the business service items provided by the business system;
acquiring routing data and business associated data of an agent group corresponding to each business service from the telephone system;
and for each business service, establishing a mapping relation between the corresponding business data item and the corresponding routing data and business associated data.
6. The method of claim 1, further comprising:
and the service system acquires the latest route and service associated data from the telephone system according to a preset synchronization mode and a preset synchronization frequency, and updates the mapping relation between the service data and the telephone system route and service associated data by using the latest route and service associated data.
7. A telephone service agent matching system, comprising:
the system comprises a telephone service client, a service system and a service server, wherein the telephone service client is used for acquiring a dialing instruction of a user in real time and sending the dialing instruction to the service system, and the dialing instruction comprises service data corresponding to the current service requirement of the user;
the business system is used for determining the telephone system route and the business route data matched with the dialing instruction according to the preset mapping relation between the business data and the telephone system route and the business route data, and storing the mapping relation between the telephone number to be dialed indicated by the dialing instruction and the matching result;
and the telephone system is used for acquiring a telephone system route and service associated data matched with the telephone number to be dialed from the service system when the incoming line of the telephone number to be dialed is dialed by the user, distributing seat resources for the user according to the acquired telephone system route when the acquisition is successful, and displaying the acquired service associated data on a corresponding seat client.
8. The system of claim 7, wherein the business system is configured to perform the saving in a cache manner.
9. The system according to claim 7, wherein the business system is configured to store a mapping relationship between the to-be-dialed phone number indicated by the dialing instruction and the matching result by using a Key-Value cache.
10. The system of claim 7, wherein the service system is configured to use the phone number to be dialed as a primary key during the saving, and the corresponding value includes routing point information of the phone system, and service routing data and/or service associated data.
11. The system of claim 7, wherein the setting of the mapping relationship between the service data and the telephone system routing and the service associated data comprises:
configuring a business data item corresponding to each business service according to the business service items provided by the business system;
acquiring routing data and business associated data of an agent group corresponding to each business service from the telephone system;
and for each business service, establishing a mapping relation between the corresponding business data item and the corresponding routing data and business associated data.
12. The system of claim 7,
the service system is further configured to obtain the latest route and service associated data from the telephone system according to a preset synchronization mode and a preset synchronization frequency, and update the mapping relationship between the service data and the telephone system route and the service associated data by using the latest route and service associated data.
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| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201610935154.9A CN108012038B (en) | 2016-11-01 | 2016-11-01 | Telephone service seat matching method and system |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201610935154.9A CN108012038B (en) | 2016-11-01 | 2016-11-01 | Telephone service seat matching method and system |
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| CN108012038A CN108012038A (en) | 2018-05-08 |
| CN108012038B true CN108012038B (en) | 2020-02-07 |
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| JP3981618B2 (en) * | 2002-10-10 | 2007-09-26 | 株式会社トヨタＩｔ開発センター | MONITORING METHOD, MONITOR SYSTEM, PROGRAM, AND RECORDING MEDIUM |
| CN101202796A (en) * | 2006-12-14 | 2008-06-18 | 中兴通讯股份有限公司 | Layered service route system of customer service system |
| CN102147792B (en) * | 2010-02-09 | 2012-11-21 | 中国科学院计算技术研究所 | Customized knowledge intelligent system |
| CN202014296U (en) * | 2011-05-13 | 2011-10-19 | 北京嘉灵通互联科技有限公司 | Mobile communication terminal dialer and system of same |
| CN102904928B (en) * | 2012-09-07 | 2016-08-03 | 百度在线网络技术（北京）有限公司 | The high in the clouds retrieval of service calls and automatic dial method, system and device |
| CN103686723A (en) * | 2012-09-19 | 2014-03-26 | 镇江诺尼基智能技术有限公司 | System and method for processing complex SMS (short message service) message of mobile customer hotline SMS messaging service hall |
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