CN108243020A - Roadside assistance method and application server - Google Patents
Roadside assistance method and application server Download PDFInfo
- Publication number
- CN108243020A CN108243020A CN201710440077.4A CN201710440077A CN108243020A CN 108243020 A CN108243020 A CN 108243020A CN 201710440077 A CN201710440077 A CN 201710440077A CN 108243020 A CN108243020 A CN 108243020A
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- China
- Prior art keywords
- user
- attendant
- phone
- service
- roadside assistance
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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
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L12/00—Data switching networks
- H04L12/02—Details
- H04L12/16—Arrangements for providing special services to substations
- H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
- H04L12/1881—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast with schedule organisation, e.g. priority, sequence management
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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
- H04M3/42221—Conversation recording systems
-
- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
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- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Telephonic Communication Services (AREA)
Abstract
The invention discloses a kind of application servers, including memory, processor and are stored in the roadside assistance system that can be run on the memory and on the processor, the roadside assistance system realizes following steps when being performed by the processor：The phone contact table of attendant is configured；Receive the aid request information that user terminal is sent；The aid request information sent according to the user terminal distributes attendant from the phone contact table for user；The phone of the user and the attendant are dialed respectively to establish the videoconference of the user and the attendant.The present invention also provides a kind of roadside assistance methods.Application server and roadside assistance method provided by the invention can distribute to user service personnel by rescue service platform, establish the videoconference of user and attendant automatically.
Description
Technical field
The present invention relates to field of communication technology more particularly to a kind of roadside assistance method and application servers.
Background technology
In recent years, traffic jam issue and traffic accident take place frequently, therefore roadside assistance service is particularly important.So
And current roadside assistance service, mainly after generation accident, it is necessary to carry out phone by user and report a case to the security authorities.After the completion of reporting a case to the security authorities, use
Family is hung up the telephone, waiting system distribution attendant (person of surveying), and attendant receives passes through phone after distribution task with user
It is contacted under line.Such rescue service, user can not relate to attendant in time, and timeliness is poor, and double-talk serviced
Cheng Wufa carries out tracking in real time and monitoring.
Invention content
In view of this, the present invention proposes a kind of roadside assistance method and application server, can pass through rescue service platform
User service personnel are distributed to, establish the videoconference of user and attendant automatically, realize intelligence, efficiently, timely processing
Rescue service increases the promptness of rescue service, traceability and high efficiency.
First, to achieve the above object, the present invention proposes a kind of application server, and the application server includes storage
Device, processor and the roadside assistance system that can be run on the memory and on the processor is stored in, the road is rescued
It helps when system is performed by the processor and realizes following steps：
It is pre-configured with the phone contact table of attendant；
Receive the aid request information that user terminal is sent；
The aid request information sent according to the user terminal distributes service from the phone contact table for user
Personnel；And
The phone of the user and the attendant are dialed respectively to establish the electricity of the user and the attendant
Talk about meeting.
Optionally, it is described establish the user and the attendant videoconference the step of after, the processor
It is additionally operable to perform the roadside assistance system, to realize following steps：
It records and preserves the user and message registration of the attendant in the videoconference.
Optionally, the aid request information sent according to the user terminal is use from the phone contact table
The step of attendant, is distributed at family, specifically includes：
Weighted value calculating is carried out to the priority of attendant described in the phone contact table according to parameter preset；
Sequence from high to low is accordingly carried out to the priority according to the sequence of the weighted value from big to small, and is built
Found the priority ranking table of the attendant；And
According to the priority ranking table attendant is distributed to the user.
Optionally, described the step of distributing the attendant to the user according to the priority ranking table, into one
Step includes：
Judge the working condition of attendant described in the priority ranking table；And
Attendant that is selecting highest priority and being not in working condition distributes to the user.
Optionally, the phone for dialing the user and the attendant respectively is to establish the user and the clothes
It the step of videoconference of business personnel, specifically includes：
According to the aid request information that the user terminal is sent, the telephone number of the user is extracted；
The telephone number of the user is dialed by automatic outer call system；
When the closing of the circuit of the user, the first clothes for distributing to the user are dialed by the automatic outer call system
The phone of business personnel；
Judge whether the phone of the first service personnel in preset time is connected；
When the closing of the circuit of first service personnel described in preset time, the user and the first service people are established
The videoconference of member；And
When the phone access failure of first service personnel described in preset time, ranking in the priority ranking table is selected
It is only second to the second service personnel of the first service personnel and the second service people is dialed by the automatic outer call system
Member's phone.
In addition, to achieve the above object, the present invention also provides a kind of roadside assistance method, this method is applied to application service
Device, the method includes：
It is pre-configured with the phone contact table of attendant；
Receive the aid request information that user terminal is sent；
The aid request information sent according to the user terminal distributes service from the phone contact table for user
Personnel；And
The phone of the user and the attendant are dialed respectively to establish the electricity of the user and the attendant
Talk about meeting.
Optionally, it is described establish the user and the attendant videoconference the step of after, the processor
It is additionally operable to perform the roadside assistance system, to realize following steps：
It records and preserves the user and message registration of the attendant in the videoconference.
Optionally, the aid request information sent according to the user terminal is use from the phone contact table
The step of attendant, is distributed at family, specifically includes：
Weighted value calculating is carried out to the priority of attendant described in the phone contact table according to parameter preset；
Sequence from high to low is accordingly carried out to the priority according to the sequence of the weighted value from big to small, and is built
Found the priority ranking table of the attendant；And
According to the priority ranking table attendant is distributed to the user.
Optionally, described the step of distributing the attendant to the user according to the priority ranking table, into one
Step includes：
Judge the working condition of attendant described in the priority ranking table；And
Attendant that is selecting highest priority and being not in working condition distributes to the user.
Optionally, the phone for dialing the user and the attendant respectively is to establish the user and the clothes
It the step of videoconference of business personnel, specifically includes：
According to the aid request information that the user terminal is sent, the telephone number of the user is extracted；
The telephone number of the user is dialed by automatic outer call system；
When the closing of the circuit of the user, the first clothes for distributing to the user are dialed by the automatic outer call system
The phone of business personnel；
Judge whether the phone of the first service personnel in preset time is connected；
When the closing of the circuit of first service personnel described in preset time, the user and the first service people are established
The videoconference of member；And
When the phone access failure of first service personnel described in preset time, ranking in the priority ranking table is selected
It is only second to the second service personnel of the first service personnel and the second service people is dialed by the automatic outer call system
Member's phone.
Further, to achieve the above object, the present invention also provides a kind of computer readable storage medium, the computers
Readable storage medium storing program for executing is stored with roadside assistance system, and the roadside assistance system can be performed by least one processor, so that institute
State the step of at least one processor performs roadside assistance method as described above.
Compared to the prior art, application server proposed by the invention, roadside assistance method and computer-readable storage
Medium is pre-configured with the phone contact table of attendant first；Then, the aid request information that user terminal is sent is received；Then,
The aid request information sent according to the user terminal distributes attendant from the phone contact table for user, respectively
The phone of the user and the attendant are dialed to establish the videoconference of the user and the attendant；Finally,
It records and preserves the user and message registration of the attendant in the videoconference.It in this way, both can be to avoid existing
There is the drawbacks of phone contact processing rescue accident of the inferior personnel to be serviced of the necessary line of user in technology, pass through automatic outer call system
The phone of user and attendant are dialed respectively to establish the videoconference of user and attendant, it can also be to user and service
Whole message registration is recorded in personnel rescuing service processes and progress is tracked.Intelligence is realized, efficiently, is located in time
Rescue service is managed, increases the promptness of rescue service, traceability and high efficiency.
Description of the drawings
Fig. 1 is each one optional application environment schematic diagram of embodiment of the present invention；
Fig. 2 is the schematic diagram of one optional hardware structure of application server in Fig. 1；
Fig. 3 is the function module signal of first, second, third, fourth and the 5th embodiment of roadside assistance system of the present invention
Figure；
Fig. 4 is the high-level schematic functional block diagram of roadside assistance system sixth embodiment of the present invention；
Fig. 5 is the implementation process diagram of roadside assistance method first embodiment of the present invention；
Fig. 6 is the implementation process diagram of roadside assistance method second embodiment of the present invention；
Fig. 7 is the implementation process diagram of roadside assistance method 3rd embodiment of the present invention；
Fig. 8 is the implementation process diagram of roadside assistance method fourth embodiment of the present invention；
Fig. 9 is the implementation process diagram of the 5th embodiment of roadside assistance method of the present invention；
Figure 10 is the implementation process diagram of roadside assistance method sixth embodiment of the present invention.
Reference numeral：
The embodiments will be further described with reference to the accompanying drawings for the realization, the function and the advantages of the object of the present invention.
Specific embodiment
In order to make the purpose , technical scheme and advantage of the present invention be clearer, with reference to the accompanying drawings and embodiments, it is right
The present invention is further elaborated.It should be appreciated that specific embodiment described herein is only to explain the present invention, not
For limiting the present invention.Based on the embodiments of the present invention, those of ordinary skill in the art are not before creative work is made
All other embodiments obtained are put, shall fall within the protection scope of the present invention.
It should be noted that the description for being related to " first ", " second " etc. in the present invention is only used for description purpose, and cannot
It is interpreted as indicating or implies its relative importance or imply the quantity of the technical characteristic indicated by indicating.Define as a result, " the
One ", at least one this feature can be expressed or be implicitly included to the feature of " second ".In addition, the skill between each embodiment
Art scheme can be combined with each other, but must can be implemented as basis with those of ordinary skill in the art, when technical solution
Will be understood that the combination of this technical solution is not present with reference to there is conflicting or can not realize when, also not the present invention claims
Protection domain within.
As shown in fig.1, it is each one optional application environment schematic diagram of embodiment of the present invention.
In the present embodiment, present invention can apply to include but are not limited to, mobile terminal 1, application server 2, network
In 3 application environment.Wherein, the mobile terminal 1 can be that mobile phone, smart phone, laptop, digital broadcasting connect
Receive device, PDA (personal digital assistant), PAD (tablet computer), PMP (portable media player), navigation device, vehicle-mounted dress
The movable equipment and such as fixed terminal of number TV, desktop computer, notebook, server etc. put etc..It is described
Application server 2 can be that the calculating such as rack-mount server, blade server, tower server or Cabinet-type server are set
Standby, which can be the server cluster that independent server or multiple servers are formed.It is described
Network 3 can be intranet (Intranet), internet (Internet), global system for mobile communications (Global
System of Mobile communication, GSM), wideband code division multiple access (Wideband Code Division
Multiple Access, WCDMA), 4G networks, 5G networks, bluetooth (Bluetooth), Wi-Fi, speech path network etc. is wireless or has
Gauze network.
Wherein, in the application server 2 by the network 3 respectively with one or more mobile terminals 1 (in figure
Only show one) it communicates to connect, it is respectively mounted and has run corresponding with the application server 2 in each described mobile terminal 1
Application client (hereinafter " mobile terminal client terminal ").The mobile terminal client terminal is used to respond mobile terminal
The operation of user creates long connection between the mobile terminal client terminal and the application server 2, so that described mobile whole
End client can be carried out data transmission and be interacted with the application server 2 by the long connection.
In the present embodiment, when being installed in the application server 2 and having run roadside assistance system 200, when the road
When road rescue system 200 is run, the application server 2 is pre-configured with the phone contact table of attendant, detects mobile terminal
Aid request information transmitted by user inquires the memory of the application server 2 when receiving the aid request information
In the phone contact table, and then for user distribute attendant, the application server 2 dial respectively user with service people
The phone of member is to establish the videoconference of the user and the attendant so that the application server 2 can be according to shifting
The aid request information that the user of dynamic terminal 1 sends distributes attendant, and then establish user and attendant automatically for user
Videoconference, avoid user fall into a long wait attendant phone rescue, rescue service can not timely processing.
As shown in fig.2, it is the schematic diagram of 2 one optional hardware structure of application server in Fig. 1.In the present embodiment, institute
Stating application server 2 may include, but be not limited only to, and connection memory 11, processor 12, net can be in communication with each other by system bus
Network interface 13.It should be pointed out that Fig. 2 illustrates only the mobile terminal 1 with component 11-13, it should be understood that not
It is required that implement all components shown, the more or less component of the implementation that can be substituted.
Wherein, the memory 11 includes at least a type of readable storage medium storing program for executing, and the readable storage medium storing program for executing includes
Flash memory, hard disk, multimedia card, card-type memory (for example, SD or DX memories etc.), random access storage device (RAM), it is static with
Machine accesses memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), may be programmed only
Read memory (PROM), magnetic storage, disk, CD etc..In some embodiments, the memory 11 can be described answers
With the hard disk or memory of the internal storage unit of server 2, such as the application server 2.In further embodiments, it is described to deposit
Reservoir 11 can also be that the plug-in type being equipped on the External memory equipment of the application server 2, such as the application server 2 is hard
Disk, intelligent memory card (Smart Media Card, SMC), secure digital (Secure Digital, SD) card, flash card
(Flash Card) etc..Certainly, the memory 11 can also both include the internal storage unit of the application server 2 or wrap
Include its External memory equipment.In the present embodiment, the memory 11 is installed on the behaviour of the application server 2 commonly used in storage
Make system and types of applications software, such as program code of the roadside assistance system 200 etc..In addition, the memory 11 is also
It can be used for temporarily storing the Various types of data that has exported or will export.
The processor 12 can be in some embodiments central processing unit (Central Processing Unit,
CPU), controller, microcontroller, microprocessor or other data processing chips.The processor 12 is answered commonly used in control is described
Data interaction or communicate relevant control and place are carried out with the overall operation of server 2, such as execution and the mobile terminal 1
Reason etc..In the present embodiment, the processor 12 is used to run the program code stored in the memory 11 or processing data,
Such as run described roadside assistance system 200 etc..
The network interface 13 may include radio network interface or wired network interface, which is commonly used in
Communication connection is established between the application server 2 and other electronic equipments.In the present embodiment, the network interface 13 is mainly used
In the application server 2 is connected with one or more mobile terminals 1 by the network 3, in the application service
Data transmission channel and communication connection are established between device 2 and one or more of mobile terminals 1.
So far, oneself is through describing the application environment of each embodiment of the present invention and the hardware configuration and work(of relevant device in detail
Energy.In the following, above application environment and relevant device will be based on, each embodiment of the present invention is proposed.
First, the present invention proposes a kind of roadside assistance system 200.
As shown in fig.3, it is the functional block diagram of 200 first embodiment of roadside assistance system of the present invention.In the present embodiment,
The roadside assistance system 200 can be divided into one or more modules, and one or more of modules are stored in
In the memory 11, and it is performed by one or more processors (being the processor 12 in the present embodiment), to complete this
Invention.For example, in figure 3, the roadside assistance system 200, which can be divided into, is pre-configured with module 201, receiving module
202nd, distribution module 203 and call establishment module 204.The so-called function module of the present invention refers to complete specific function
Series of computation machine program instruction section, than program more suitable for describing the roadside assistance system 200 in the application server 2
In implementation procedure.The function of putting up with each function module 201-204 below is described in detail.
It is described to be pre-configured with module 201, for being pre-configured with attendant's in the database of the application server 2
Phone contact table.
Usually, the mode for being pre-configured with the phone contact table of attendant can be administrator in the application server
2 backstage is imported by database.The mode for being pre-configured with the phone contact table of attendant can also be in front end page clothes
Business personnel are stored by way of online registration in database.
The phone of the phone contact table of the preconfigured attendant including attendant, the address of attendant,
The length of service of attendant and the grade of service of attendant.The grade of service of the attendant can be with the service
The length of service of personnel is associated.For example, the length of service can be defined as the first estate in the attendant of 5 years or more, service
Attendant of the time limit below 5 years 3 years or more is defined as the second grade, attendant definition of the length of service below 3 years
For the tertiary gradient.
In addition, in order to preferably promote rescue service quality, the grade of service can be with user to attendant's
Satisfaction is associated.For example, application server 2 collects service evaluation of the user to attendant, the service evaluation can lead to
It crosses the form of marking or the mode of 5 stars grading is presented to user and carries out service satisfaction survey.When attendant receive it is good
When commenting (e.g., 5 star) more than the first predetermined number (e.g., 10), the grade of the attendant rises to a grade, works as rising
No longer rise to during highest level.Conversely, when the difference that attendant receives comments (e.g., less than 2 stars) more than the second predetermined number
When (e.g., 5), the grade of service of the attendant is reduced to lower level.It should be noted that the present invention is not limited to upper
Grade of service dividing mode described in text, it is required that those skilled in the art can change grade of service dividing mode as needed
The definition mode wanted.
The receiving module 202, for receiving the aid request information of user terminal transmission.
Specifically, when user encounters roadside assistance event, the user sends rescue by the user terminal of mobile terminal 1
Solicited message is to application server 2.The aid request information can also include the urgency level of the rescue service.This implementation
In example, user can also send residing rescue service urgency level to should by the prompt tone and dummy keyboard of mobile terminal 1
With server 2.In another embodiment, application server 2 can pass through in the phone contact table for being pre-configured with attendant
The rank of the telephone number identification user of user, and for the different grades of rescue service of user configuration of different service class.
For example, the rank of the user includes ordinary user and VIP user.When the rank of the user is VIP user, application service
The attendant to the VIP user that device 2 is configured must reach rescue site in half an hour.
The configuration module 203, for being joined according to the aid request information that the user terminal is sent from the phone
It is to distribute attendant for user in table.
Further, the aid request information that configuration module 203 is sent according to the user terminal is according to preset rules
From the phone contact table attendant is distributed for user.The preset rules will be described in detail below.
The call establishment module 204, for dialing the user respectively with the phone of the attendant to establish
State the videoconference of user and the attendant.
It will be recalled from above that when 1 user terminal of mobile terminal sends aid request information, application server 2 extracts user
The first telephone number.After configuration module 203 distributes attendant for user, application server 2 is from the phone contact table
Extract the second telephone number of the attendant of distribution.The phone dials module 204 and dials first telephone number, when with
When first telephone number at family is connected, the phone dials module 204 and dials second telephone number, in this way, can be from application
The videoconference that server 2 establishes the user of mobile terminal 1 between the attendant that is distributed automatically reduces user and waits for rescue
Time.
By above-mentioned function module 201-204, roadside assistance system 200 proposed by the invention first, is pre-configured with clothes
Secondly the phone contact table of business personnel, detects the aid request information transmitted by mobile terminal user, is receiving the rescue
The phone contact table in the memory of the application server 2 is inquired during solicited message, and then attendant is distributed for user,
Then, the application server 2 dials the phone of user and attendant to establish the user and the attendant respectively
Videoconference so that the application server 2 can according to the user of mobile terminal 1 send aid request information be user
Automatic distribution attendant, and then the videoconference of user and attendant are established, it avoids user and falls into a long wait service people
The phone rescue of member, rescue service can not timely processing.
Further, the above-mentioned first embodiment based on roadside assistance system 200 of the present invention proposes that the second of the present invention is real
Apply example (as shown in Figure 3).In the present embodiment, the configuration module 203 is additionally operable to：
Weighted value calculating is carried out to the priority of attendant described in the phone contact table according to parameter preset；According to
The sequence of the weighted value from big to small accordingly carries out the priority sequence from high to low, and establishes the service people
The priority ranking table of member；And the attendant is distributed to the user according to the priority ranking table.
In one embodiment, the parameter preset includes obtaining the position of user.Configuration module 203 according to attendant away from
Distance from user carries out weighted value calculating to the priority of attendant described in the phone contact table, apart from user
Distance it is nearer, weighted value is bigger.After the weighted value of attendant has been calculated in configuration module 203, according to the weighted value from
Sequence of the small sequence accordingly to priority progress from high to low is arrived greatly, and selects the attendant point of highest priority
Provisioned user.In the present embodiment, application server 2 can by the GPS built in the mobile terminal 1 of user upload location information and
Obtain the position of user.
In another embodiment, the parameter preset includes obtaining the position of user and the grade of service of attendant.
Configuration module 203 is allocated to the position of parameter preset user and the rescue urgency level of user respectively with different weights, example
It is 0.4 such as to distribute to parameter " position of user " weight, and it is 0.6 to distribute to parameter " grade of service of attendant " weight, existing
There are three attendants A, B, C, wherein, A, B, C can give a mark 3 points respectively apart from the position of user according to distance, 2 points, 1 point,
And can be given a mark respectively 2 points according to the grade of service of three attendants A, B, C, 1 point, 3 points.It is opposite to calculate three attendants
It can be obtained in the weighted value of parameter preset, A=3 divides * 0.4+2 to divide * 0.6=2.4 points；B=2 divides * 0.4+1 to divide * 0.6=1.4 points；C
=1 point of * 0.4+3 divides * 0.6=2.2 points.Obviously, the configuration module 203 is corresponded to according to the sequence of the weighted value from big to small
The sequence that ground carries out from high to low the priority of three attendants A, B, C is followed successively by A, C, B, and establish the attendant
A, the priority ranking table of C, B；And the attendant is distributed to the user according to the priority ranking table.For example,
The attendant A of highest priority is distributed into user.
Further, the above-mentioned first embodiment based on roadside assistance system 200 of the present invention proposes that the third of the present invention is real
Apply example (as shown in Figure 3).In the present embodiment, the configuration module 203 is additionally operable to
Judge the working condition of attendant described in the priority ranking table；And selection highest priority and not
In running order attendant distributes to the user.
By above example, the configuration module 203 is according to parameter preset to being serviced described in the phone contact table
The priority of personnel carries out weighted value calculating；Accordingly the priority is carried out according to the sequence of the weighted value from big to small
Sequence from high to low, and establish the priority ranking table of the attendant；And according to the priority ranking table to institute
It states user and distributes the attendant.The improvement that the present embodiment is more optimized relative to above example, the present embodiment
In, configuration module 203 obtains the working condition of attendant from the phone contact table, and the working condition includes work
Make state and non-working condition, be more succinct expression, the working condition of attendant can be defined as " hurrying " and " spare time ".Configuration
Module 203 judges attendant described in the priority ranking table after the priority ranking table of attendant is established
Working condition, attendant that is selecting highest priority and being not in working condition distribute to the user.When priority most
When high attendant is in " busy " state, priority ranking table priority is selected to take second place and is in the service people of non-working condition
Member distributes to user.
By above-mentioned function module 203, roadside assistance system 200 proposed by the invention can setting by parameter preset
Put and efficiently for user distribute attendant, and by add in the working condition of attendant is judged so that for
When user distributes attendant, exclude to distribute invalid attendant, it is more accurate to the distribution of attendant, it is more efficient.
Further, the above-mentioned first embodiment based on roadside assistance system 200 of the present invention proposes that the 4th of the present invention is real
Apply example (as shown in Figure 3).In the present embodiment, the call establishment module 204 is additionally operable to：
According to the aid request information that the user terminal is sent, the telephone number of the user is extracted；By automatic
Outer paging system dials the telephone number of the user；When the closing of the circuit of the user, dialled by the automatic outer call system
It is the phone for distributing to the first service personnel of the user；Judge the first service personnel in preset time phone whether
It connects；When the closing of the circuit of first service personnel described in preset time, the user and the first service personnel are established
Videoconference；And when the phone access failure of first service personnel described in preset time, select the priority ranking table
Middle ranking is only second to the second service personnel of the first service personnel and dials described second by the automatic outer call system
Attendant's phone.
In the present embodiment, to prevent the long event wait rescue service of user, after preset time (for example, 2 minutes), the
One attendant missed call always, it is described that call establishment module 204 can select in the priority ranking table ranking to be only second to
The second service personnel of first service personnel simultaneously dial the second service personnel phone by the automatic outer call system.This reality
Example is applied, can be reduced because rescue time wastes caused by attendant does not connect phone in time.
Further, the above-mentioned first embodiment based on roadside assistance system 200 of the present invention proposes that the 5th of the present invention is real
Apply example (as shown in Figure 3).In the present embodiment, the call establishment module 204 is additionally operable to：
Judge whether the first service personnel send service transfer request；When the first service personnel do not send clothes
Business transfer request, continues the videoconference of the first service personnel and user；And
When the first service personnel have sent service transfer request, divide according to the service transfer request for the user
With third attendant, and establish the videoconference of user and the third attendant.
What deserves to be explained is the videoconference of the user and the third attendant may be comprising the described first clothes
The tripartite talks of business personnel, it is also possible to be the only videoconference comprising user with the third attendant.
Above service transfer request further includes following two forms：The service transfer request can require distribution module
203 assignment of allocation give user specific third attendant, in addition, not having specified services personnel in the service transfer request
When, distribution module 203 distributes to third of the user in addition to the first service personnel according to the phone contact table and services people
Member.
By above-mentioned function module 204, roadside assistance system 200 proposed by the invention can be in distribution module 203
After user distributes attendant, the call meeting of user and attendant are established automatically, and when attendant needs to assist, it can
It to carry out service transfer, is automatically added to assistance personnel and carries out videoconference, rescue service is made to complete faster, it is more efficient, and subtract
The time that user waits for rescue service is lacked.
Further, the above-mentioned first to the 5th embodiment based on roadside assistance system 200 of the present invention proposes the present invention's
Sixth embodiment (as shown in Figure 4).In the present embodiment, the roadside assistance system 200 further includes logging modle 205, wherein：
The logging modle 205, for establishing the phone of user and the attendant in the call establishment module 204
After meeting, recorded in 2 memory of application server and preserve the user with the attendant in the videoconference
In message registration.
Specifically, logging modle 205 records and preserves the leading in the videoconference of user and the attendant
Words record includes following form：(1) logging modle 205 is during user and the attendant carry out videoconference, into
Row telephonograph.(2) logging modle 205 sends user of the investigation request to mobile terminal 1 also after rescue, it is desirable that user
Satisfaction investigation and Improving advice are carried out to all attendants participated in rescue, logging modle 205 collects the marking feelings of user
Condition records the satisfaction investigation of attendant.
By above-mentioned function module 205, roadside assistance system 200 proposed by the invention, additionally it is possible to rescue service mistake
The rescue operations of Cheng Zhong, user and attendant the service of attendant is carried out after all-the-way tracking and rescue
Satisfaction investigation, realizes the traceability of rescue service, and increases the satisfaction of user.
In addition, the present invention also proposes a kind of roadside assistance method.
As shown in fig.5, it is the implementation process diagram of roadside assistance method first embodiment of the present invention.In the present embodiment
In, according to different demands, the execution sequence of the step in flow chart shown in fig. 5 can change, and certain steps can be omitted.
Step S501 is pre-configured with the phone contact table of attendant.
Usually, the mode for being pre-configured with the phone contact table of attendant can be administrator in the application server
2 backstage is imported by database.The mode for being pre-configured with the phone contact table of attendant can also be in front end page clothes
Business personnel are stored by way of online registration in database.
The phone of the phone contact table of the preconfigured attendant including attendant, the address of attendant,
The length of service of attendant and the grade of service of attendant.The grade of service of the attendant can be with the service
The length of service of personnel is associated.For example, the length of service can be defined as the first estate in the attendant of 5 years or more, service
Attendant of the time limit below 5 years 3 years or more is defined as the second grade, attendant definition of the length of service below 3 years
For the tertiary gradient.
In addition, in order to preferably promote rescue service quality, the grade of service can be with user to attendant's
Satisfaction is associated.For example, application server 2 collects service evaluation of the user to attendant, the service evaluation can lead to
It crosses the form of marking or the mode of 5 stars grading is presented to user and carries out service satisfaction survey.When attendant receive it is good
When commenting (e.g., 5 star) more than the first predetermined number (e.g., 10), the grade of the attendant rises to a grade, works as rising
No longer rise to during highest level.Conversely, when the difference that attendant receives comments (e.g., less than 2 stars) more than the second predetermined number
When (e.g., 5), the grade of service of the attendant is reduced to lower level.It should be noted that the present invention is not limited to upper
Grade of service dividing mode described in text, it is required that those skilled in the art can change grade of service dividing mode as needed
The definition mode wanted.
Step S502 receives the aid request information that user terminal is sent.
Specifically, when user encounters roadside assistance event, the user sends rescue by the user terminal of mobile terminal 1
Solicited message is to application server 2.The aid request information can also include the urgency level of the rescue service.This implementation
In example, user can also send residing rescue service urgency level to should by the prompt tone and dummy keyboard of mobile terminal 1
With server 2.In another embodiment, application server 2 can pass through in the phone contact table for being pre-configured with attendant
The rank of the telephone number identification user of user, and for the different grades of rescue service of user configuration of different service class.
For example, the rank of the user includes ordinary user and VIP user.When the rank of the user is VIP user, application service
The attendant to the VIP user that device 2 is configured must reach rescue site in half an hour.
Step S503, the aid request information sent according to the user terminal are user from the phone contact table
Distribute attendant.
Further, the aid request information that application server 2 is sent according to the user terminal is according to preset rules
From the phone contact table attendant is distributed for user.The preset rules will be the second of roadside assistance method of the present invention
Embodiment and 3rd embodiment (referring to Fig. 6 and Fig. 7) are described in detail.
Step S504 dials the phone of the user and the attendant to establish the user and the service respectively
The videoconference of personnel.
It will be recalled from above that when 1 user terminal of mobile terminal sends aid request information, application server 2 extracts user
The first telephone number.After distributing attendant for user, application server 2 extracts the clothes of distribution from the phone contact table
The second telephone number of business personnel.Application server 2 dials first telephone number, when the first telephone number of user is connected
When, application server 2 dials second telephone number, in this way, the use of mobile terminal 1 can automatically be established from application server 2
Videoconference between family and the attendant distributed reduces the time that user waits for rescue.
By above-mentioned steps S501-504, roadside assistance method proposed by the invention first, is pre-configured with attendant
Phone contact table, secondly, detect the aid request information transmitted by mobile terminal user, receiving aid request letter
The phone contact table in the memory of the application server 2 is inquired during breath, and then attendant is distributed for user, then,
The application server 2 dials the phone of user and attendant to establish the phone of the user and the attendant respectively
Meeting so that the application server 2 can automatically divide according to the aid request information that the user of mobile terminal 1 sends for user
With attendant, and then the videoconference of user and attendant are established, avoid the electricity that user falls into a long wait attendant
Words rescue, rescue service can not timely processing.
As shown in fig. 6, it is the implementation process diagram of the second embodiment of roadside assistance method of the present invention.The present embodiment
In, the aid request information sent according to the user terminal distributes service people from the phone contact table for user
The step of member, includes：
Step S601 carries out weighted value according to parameter preset to the priority of attendant described in the phone contact table
It calculates；
Step S602 accordingly carries out from high to low the priority according to the sequence of the weighted value from big to small
Sequence, and establish the priority ranking table of the attendant；
Step S603 distributes the attendant according to the priority ranking table to the user.
In one embodiment, the parameter preset includes obtaining the position of user.Application server 2 according to attendant away from
Distance from user carries out weighted value calculating to the priority of attendant described in the phone contact table, apart from user
Distance it is nearer, weighted value is bigger.After the weighted value of attendant has been calculated in application server 2, according to the weighted value from
Sequence of the small sequence accordingly to priority progress from high to low is arrived greatly, and selects the attendant point of highest priority
Provisioned user.In the present embodiment, application server 2 can by the GPS built in the mobile terminal 1 of user upload location information and
Obtain the position of user.
In another embodiment, the parameter preset includes obtaining the position of user and the grade of service of attendant.
Application server 2 is allocated to the position of parameter preset user and the rescue urgency level of user respectively with different weights, example
It is 0.4 such as to distribute to parameter " position of user " weight, and it is 0.6 to distribute to parameter " grade of service of attendant " weight, existing
There are three attendants A, B, C, wherein, A, B, C can give a mark 3 points respectively apart from the position of user according to distance, 2 points, 1 point,
And can be given a mark respectively 2 points according to the grade of service of three attendants A, B, C, 1 point, 3 points.It is opposite to calculate three attendants
It can be obtained in the weighted value of parameter preset, A=3 divides * 0.4+2 to divide * 0.6=2.4 points；B=2 divides * 0.4+1 to divide * 0.6=1.4 points；C
=1 point of * 0.4+3 divides * 0.6=2.2 points.Obviously, the application server 2 is corresponded to according to the sequence of the weighted value from big to small
The sequence that ground carries out from high to low the priority of three attendants A, B, C is followed successively by A, C, B, and establish the attendant
A, the priority ranking table of C, B；And the attendant is distributed to the user according to the priority ranking table.For example,
The attendant A of highest priority is distributed into user.
By above-mentioned steps S601-S603, roadside assistance method proposed by the invention, with efficient by parameter preset
Attendant is distributed for user, so as to combine preset parameter, the distribution to attendant when distributing attendant for user
It is more accurate, it is more efficient.
As shown in fig. 7, it is the implementation process diagram of the 3rd embodiment of roadside assistance method of the present invention.The present embodiment
In, described the step of distributing the attendant to the user according to the priority ranking table, further comprise：
Step S701 judges the working condition of attendant described in the priority ranking table.
Step S702, attendant that is selecting highest priority and being not in working condition distribute to the user.
By above example, application server 2 is according to parameter preset to attendant described in the phone contact table
Priority carry out weighted value calculating；Accordingly the priority is carried out from height according to the sequence of the weighted value from big to small
To low sequence, and establish the priority ranking table of the attendant；And give the use according to the priority ranking table
The attendant is distributed at family.In the present embodiment, application server 2 obtains the work of attendant from the phone contact table
State, the working condition include working condition and non-working condition, are more succinct expression, can be by the work of attendant
It is defined as " hurrying " as state and " spare time ".Application server 2 judges described excellent after the priority ranking table of attendant is established
The working condition of attendant described in first grade sequencing table, attendant that is selecting highest priority and being not in working condition
Distribute to the user.When the attendant of highest priority is in " busy " state, the preferential level of priority ranking table is selected
And distribute to user in the attendant of non-working condition.
By above-mentioned steps S701-S702, roadside assistance method proposed by the invention, with efficient by parameter preset
Attendant is distributed, and add in and the working condition of attendant is judged for user, so that distributing service people for user
During member, exclude to distribute invalid attendant, it is more accurate to the distribution of attendant, it is more efficient.
As shown in figure 8, it is the implementation process diagram of the fourth embodiment of roadside assistance method of the present invention.The present embodiment
In, the phone for dialing the user and the attendant respectively is to establish the phone of the user and the attendant
The step of meeting, specifically includes：
Step S801 according to the aid request information that the user terminal is sent, extracts the telephone number of the user；
Step S802 dials the telephone number of the user by automatic outer call system；
Step S803 when the closing of the circuit of the user, is dialed by the automatic outer call system and is distributed to the use
The phone of the first service personnel at family；
Step S804, judges whether the phone of the first service personnel in preset time is connected；When institute in preset time
When stating the closing of the circuit of first service personnel, step S805 is performed, conversely, when the electricity of first service personnel described in preset time
When talking about access failure, step S806 is performed.
Step S805 establishes the videoconference of the user and the first service personnel；And
Step S806 selects ranking in the priority ranking table to be only second to the second service people of the first service personnel
Member simultaneously dials the second service personnel phone by the automatic outer call system.
By above-mentioned steps S801-S806, roadside assistance method proposed by the invention, to prevent long event of user etc.
Treat rescue service, after preset time (for example, 2 minutes), missed call, application server 2 can select first service personnel always
Ranking in the priority ranking table is selected to be only second to the second service personnel of the first service personnel and pass through described automatic outer
Paging system dials the second service personnel phone.The present embodiment, can reduce because attendant in time connect phone and
Caused rescue time waste.
As shown in figure 9, it is the implementation process diagram of the 5th embodiment of roadside assistance method of the present invention.The present embodiment
In, the phone for dialing the user and the attendant respectively is to establish the phone of the user and the attendant
The step of meeting, further includes：
Step S901, judges whether the first service personnel send service transfer request；As the first service personnel
The service transfer request is not sent, performs step S902；Conversely, turn when the first service personnel have sent the service
Request is moved, performs step S903.
Step S902 continues the videoconference of the first service personnel and user.
Step S903, according to it is described service transfer request for the user distribute third attendant, and establish user with
The videoconference of the third attendant.
What deserves to be explained is the videoconference of the user and the third attendant may be comprising the described first clothes
The tripartite talks of business personnel, it is also possible to be the only videoconference comprising user with the third attendant.
Above service transfer request further includes following two forms：The service transfer request can require application service
2 assignment of allocation of device gives user specific third attendant, in addition, not having specified services personnel in the service transfer request
When, application server 2 distributes to third of the user in addition to the first service personnel according to the phone contact table and services people
Member.
By above-mentioned steps S901-S903, roadside assistance method proposed by the invention can be in application server 2
After user distributes attendant, the call meeting of user and attendant are established automatically, and when attendant needs to assist, it can
It to carry out service transfer, is automatically added to assistance personnel and carries out videoconference, rescue service is made to complete faster, it is more efficient, and subtract
The time that user waits for rescue service is lacked.
Further, the above-mentioned first to the 5th embodiment based on roadside assistance method of the present invention proposes road of the present invention
The sixth embodiment of rescue mode.
As shown in Figure 10, it is the implementation process diagram of roadside assistance method sixth embodiment of the present invention.In the present embodiment
In, according to different demands, the execution sequence of the step in flow chart shown in Fig. 10 can change, and certain steps can save
Slightly.
The phone contact table of attendant is configured in step S1001.
Step S1002 receives the aid request information that user terminal is sent.
Step S1003, the aid request information that the user terminal is sent are user point from the phone contact table
With attendant.
Step S1004 dials the phone of the user and the attendant to establish the user and the clothes respectively
The videoconference of business personnel.
Step S1005 is recorded and is preserved the user and message registration of the attendant in the videoconference.
Application server 2 records after videoconference of the user with the attendant is established and preserves institute in memory
State user and message registration of the attendant in the videoconference.
Specifically, application server 2 records and preserves the leading in the videoconference of user and the attendant
Words record includes following form：(1) during user and the attendant carry out videoconference, telephonograph is carried out.
(2) user of the investigation request to mobile terminal 1 is sent after rescue, it is desirable that user is to all attendants participated in rescue
Satisfaction investigation and Improving advice are carried out, the marking situation of user is collected, the satisfaction investigation of attendant is recorded.
By above-mentioned steps S1001-S1005, roadside assistance method proposed by the invention, additionally it is possible in rescue service mistake
Cheng Zhong, the rescue operations of user and attendant are carried out after all-the-way tracking and rescue to the service of attendant into
Row satisfaction investigation, realizes the traceability of rescue service, and increases the satisfaction of user.
The embodiments of the present invention are for illustration only, do not represent the quality of embodiment.
Through the above description of the embodiments, those skilled in the art can be understood that above-described embodiment side
Method can add the mode of required general hardware platform to realize by software, naturally it is also possible to by hardware, but in many cases
The former is more preferably embodiment.Based on such understanding, technical scheme of the present invention substantially in other words does the prior art
Going out the part of contribution can be embodied in the form of software product, which is stored in a storage medium
In (such as ROM/RAM, magnetic disc, CD), used including some instructions so that a station terminal equipment (can be mobile phone, computer takes
Be engaged in device, air conditioner or the network equipment etc.) perform method described in each embodiment of the present invention.
It these are only the preferred embodiment of the present invention, be not intended to limit the scope of the invention, it is every to utilize this hair
The equivalent structure or equivalent flow shift that bright specification and accompanying drawing content are made directly or indirectly is used in other relevant skills
Art field, is included within the scope of the present invention.
Claims (10)
1. a kind of roadside assistance method, applied to application server, which is characterized in that the method includes：
It is pre-configured with the phone contact table of attendant；
Receive the aid request information that user terminal is sent；
The aid request information sent according to the user terminal distributes attendant from the phone contact table for user；
And
The phone of the user and the attendant are dialed respectively to establish the phone meeting of the user and the attendant
View.
2. roadside assistance method as described in claim 1, which is characterized in that establish the user and the service people described
After the step of videoconference of member, the method further includes：
It records and preserves the user and message registration of the attendant in the videoconference.
3. roadside assistance method as described in claim 1, which is characterized in that described to be rescued according to being sent the user terminal
The step of solicited message distributes attendant from the phone contact table for user is helped, is specifically included：
Weighted value calculating is carried out to the priority of attendant described in the phone contact table according to parameter preset；
Sequence from high to low is accordingly carried out to the priority according to the sequence of the weighted value from big to small, and establishes institute
State the priority ranking table of attendant；And
According to the priority ranking table attendant is distributed to the user.
4. roadside assistance method as claimed in claim 3, which is characterized in that it is described according to the priority ranking table to described
User distributes the step of attendant, specifically includes：
Judge the working condition of attendant described in the priority ranking table；And
Attendant that is selecting highest priority and being not in working condition distributes to the user.
5. roadside assistance method as claimed in claim 3, which is characterized in that described to dial the user and the service respectively
The step of phone of personnel is to establish the videoconference of the user and the attendant, specifically includes：
According to the aid request information that the user terminal is sent, the telephone number of the user is extracted；
The telephone number of the user is dialed by automatic outer call system；
When the closing of the circuit of the user, the first service people for distributing to the user is dialed by the automatic outer call system
The phone of member；
Judge whether the phone of the first service personnel in preset time is connected；
When the closing of the circuit of first service personnel described in preset time, the user and the first service personnel's are established
Videoconference；And
When the phone access failure of first service personnel described in preset time, select ranking in the priority ranking table only secondary
In the first service personnel second service personnel and second service personnel electricity is dialed by the automatic outer call system
Words.
6. a kind of application server, which is characterized in that the application server includes memory, processor and is stored in described deposit
On reservoir and the roadside assistance system that can run on the processor, when the roadside assistance system is performed by the processor
Realize following steps：
It is pre-configured with the phone contact table of attendant；
Receive the aid request information that user terminal is sent；
The aid request information sent according to the user terminal distributes attendant from the phone contact table for user；
And
The phone of the user and the attendant are dialed respectively to establish the phone meeting of the user and the attendant
View.
7. application server as claimed in claim 6, which is characterized in that establish the user and the attendant described
Videoconference the step of after, the processor is additionally operable to perform the roadside assistance system, to realize following steps：
It records and preserves the user and message registration of the attendant in the videoconference.
8. application server as claimed in claim 6, which is characterized in that the rescue sent according to the user terminal
The step of solicited message distributes attendant from the phone contact table for user, specifically includes：
Weighted value calculating is carried out to the priority of attendant described in the phone contact table according to parameter preset；
Sequence from high to low is accordingly carried out to the priority according to the sequence of the weighted value from big to small, and establishes institute
State the priority ranking table of attendant；And
According to the priority ranking table attendant is distributed to the user.
Wherein, described the step of distributing the attendant to the user according to the priority ranking table, further comprise：
Judge the working condition of attendant described in the priority ranking table；And
Attendant that is selecting highest priority and being not in working condition distributes to the user.
9. application server as claimed in claim 8, which is characterized in that described to dial the user and the service people respectively
The step of phone of member is to establish the videoconference of the user and the attendant, specifically includes：
According to the aid request information that the user terminal is sent, the telephone number of the user is extracted；
The telephone number of the user is dialed by automatic outer call system；
When the closing of the circuit of the user, the first service people for distributing to the user is dialed by the automatic outer call system
The phone of member；
Judge whether the phone of the first service personnel in preset time is connected；
When the closing of the circuit of first service personnel described in preset time, the user and the first service personnel's are established
Videoconference；And
When the phone access failure of first service personnel described in preset time, select ranking in the priority ranking table only secondary
In the first service personnel second service personnel and second service personnel electricity is dialed by the automatic outer call system
Words.
10. a kind of computer readable storage medium, the computer-readable recording medium storage has roadside assistance system, the road
Road rescue system can be performed by least one processor, so that at least one processor is performed as appointed in claim 1-5
The step of roadside assistance method described in one.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710440077.4A CN108243020A (en) | 2017-06-12 | 2017-06-12 | Roadside assistance method and application server |
| PCT/CN2018/090691 WO2018228343A1 (en) | 2017-06-12 | 2018-06-11 | Road rescue method and application server |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201710440077.4A CN108243020A (en) | 2017-06-12 | 2017-06-12 | Roadside assistance method and application server |
Publications (1)
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| CN108243020A true CN108243020A (en) | 2018-07-03 |
Family
ID=62700125
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| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201710440077.4A Pending CN108243020A (en) | 2017-06-12 | 2017-06-12 | Roadside assistance method and application server |
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| CN (1) | CN108243020A (en) |
| WO (1) | WO2018228343A1 (en) |
Cited By (1)
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Application publication date: 20180703 |