CN108848280B

CN108848280B - Call processing method, device, storage medium and service equipment

Info

Publication number: CN108848280B
Application number: CN201810531793.8A
Authority: CN
Inventors: 周亦诚; 何烨
Original assignee: Tencent Technology Shenzhen Co Ltd
Current assignee: Tencent Technology Shenzhen Co Ltd
Priority date: 2018-05-29
Filing date: 2018-05-29
Publication date: 2020-11-06
Anticipated expiration: 2038-05-29
Also published as: CN108848280A

Abstract

The embodiment of the invention discloses a call processing method, a call processing device, a storage medium and service equipment, wherein the method comprises the following steps: acquiring an original customer list and call task configuration information corresponding to the original customer list, and cleaning the original customer list to obtain an effective customer list, wherein the effective customer list at least comprises a target number; calling the target number, and distributing a target agent to the target number according to the agent matching rule when the target number is connected; and the target number is forwarded to the target seat, so that the calling efficiency and the reception conversion rate can be improved.

Description

Call processing method, device, storage medium and service equipment

Technical Field

The present invention relates to the field of computer technologies, and in particular, to a call processing method, a call processing apparatus, a computer storage medium, and a service device.

Background

With the development of communication technology and the aggravation of market competition, more and more industries (such as real estate industry, insurance industry or financial industry) adopt a predictive outbound scheme to realize services such as telemarketing, telephone investigation or customer return visit and the like so as to acquire customer data or timely transmit service information to customers, promote part of customer ordering services and further promote the service development of enterprises. The predictive outbound scheme means that a call processing system predicts the number of seats in an idle state, the number of numbers which can be called currently and other information according to a certain algorithm, automatically calls the numbers which can be called currently, and is transferred to the seats in the idle state after the numbers are connected, and the seats receive the numbers to be connected. In practice, the problems of low call efficiency, low reception conversion rate and the like exist in the conventional predictive outbound scheme, and the effect expected by an enterprise cannot be achieved, so that how to better realize the predictive outbound is a problem to be solved urgently at present.

Disclosure of Invention

The technical problem to be solved by the embodiments of the present invention is to provide a call processing method, a call processing device, a storage medium, and a service device, which can improve call efficiency and reception conversion rate.

In one aspect, an embodiment of the present invention provides a call processing method, where the method includes:

acquiring an original customer list and call task configuration information corresponding to the original customer list, wherein the call task configuration information comprises an agent list for executing call reception and an agent matching rule;

cleaning the original customer list to obtain an effective customer list, wherein the effective customer list at least comprises a target number;

calling the target number, and distributing a target agent to the target number according to the agent matching rule when the target number is connected;

and forwarding the target number to the target seat.

In one aspect, an embodiment of the present invention provides a call processing apparatus, where the apparatus includes:

the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring an original customer list and call task configuration information corresponding to the original customer list, and the call task configuration information comprises an agent list for executing call reception and an agent matching rule;

the cleaning unit is used for cleaning the original customer list to obtain an effective customer list, and the effective customer list at least comprises a target number;

a calling unit, configured to call the destination number;

the allocation unit is used for allocating a target seat for the target number according to the seat matching rule when the target number is connected;

and the switching unit is used for switching the target number to the target seat.

In one aspect, an embodiment of the present invention provides a computer storage medium, where one or more instructions are stored, where the one or more instructions are adapted to be loaded by a processor and execute a call processing method, where the call processing method includes:

and forwarding the target number to the target seat.

In one aspect, an embodiment of the present invention provides a service device, where the service device includes:

a processor adapted to implement one or more instructions; and the number of the first and second groups,

a computer storage medium having one or more instructions stored thereon, the one or more instructions adapted to be loaded by a processor and to perform the call processing method, the call processing method comprising:

and forwarding the target number to the target seat.

In the embodiment of the invention, an original client list and call task configuration information corresponding to the original client list are obtained, wherein the call task configuration information comprises an agent list for executing call reception and an agent matching rule, and the original client list is cleaned to obtain an effective client list; by cleaning the original client list, some invalid numbers in the original client list can be removed, resource waste caused by calling the invalid numbers is avoided, and validity and authenticity of the called numbers are ensured, so that call loss rate is reduced, and calling efficiency is improved; in addition, the effective customer list at least comprises a target number, the target number is called, when the target number is connected, a target seat is distributed to the target number according to a seat matching rule, and the target number is transferred to the target seat; the embodiment of the invention can set the seat matching rule according to the actual requirement and allocate the seat for the communicated number according to the seat matching rule, thereby effectively optimizing the seat allocation process, allocating the number to the proper seat and having higher reception conversion rate.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.

Fig. 1 is a schematic diagram of a call processing system according to an embodiment of the present invention;

fig. 2 is a flowchart illustrating a call processing method according to an embodiment of the present invention;

FIG. 3 is a schematic diagram of an interactive interface of a calling application according to an embodiment of the present invention;

FIG. 4 is a schematic diagram of an alternative interface for a calling application provided by an embodiment of the present invention;

fig. 5 is a schematic flow chart of creating a call task according to an embodiment of the present invention;

fig. 6 is a flowchart illustrating another call processing method according to an embodiment of the present invention;

fig. 7 is a flowchart illustrating a call processing method according to another embodiment of the present invention;

fig. 8 is a schematic flowchart of a process of calling valid numbers of a valid customer list in batches according to an embodiment of the present invention;

fig. 9 is a schematic structural diagram of a call processing apparatus according to an embodiment of the present invention;

fig. 10 is a schematic structural diagram of a service device according to an embodiment of the present invention.

Detailed Description

The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.

In the embodiment of the invention, the predictive outbound scheme means that a call processing system predicts the number of seats to be in an idle state, the number of numbers which can be called currently and other information according to a certain algorithm, automatically calls the number which can be called currently, and is transferred to the seat in the idle state after the number is transferred, and the seat receives the number which is transferred. And (4) Leads: personal data about a customer and possibility data about a subscription service are obtained through communication or interaction; for example, when an enterprise needs to promote a service, the enterprise may call a number bound with a client, when the number is connected, a customer service person of the enterprise receives the connected number, a process in which the customer service person receives the connected number is a process in which the customer service person interacts and communicates with the client, in the process, the customer service person introduces service information to the client, the client also feeds back information to the customer service person, possibility data of service subscription by the client can be obtained according to the feedback information of the client, and the possibility data of service subscription by the client is lead data of the client.

Generally, a predictive outbound scheme is used to improve the possibility of a customer subscribing to a service, for example, the possibility of the customer currently subscribing to a service is 10%, a number bound to the customer is called and received through the predictive outbound scheme, where the number bound to the customer may be a mobile phone number of the customer or an instant communication number (e.g., a QQ number or a micro signal) of the customer, a communication session can be performed with the customer after the number bound to the customer is connected, so as to achieve interaction with the customer and communicate with the customer to know the needs of the customer, and thus provide corresponding services according to the needs of the customer, and improve the possibility of the customer subscribing to a service of 90%, even 100%. When the lead data of a client reflects that the possibility of subscribing the service is in the range of (0, 100%), the client belongs to the potential client, and the higher the value, the stronger the purchasing desire of the client for the service is, the higher the possibility of subscribing the service is, and the higher the service value of the enterprise is. When the possibility that the Leads data of one client reflects the service subscription is increased to 100%, the client shows that the purchase intention of the client is strong and the service subscription is performed, and the client is converted into an actual client by a potential client. Reception conversion rate refers to the ratio between the number of potential customers converted into actual customers due to the call reception of the agent in the predictive outbound scheme and the total number of potential customers before conversion. The reception conversion rate can be used for measuring the reception capacity of the seat, the higher the conversion rate of the number of the seat reception is, the stronger the reception capacity of the seat is, and conversely, the lower the conversion rate of the number of the seat reception is, the weaker the reception capacity of the seat is.

At present, the predictive outbound method mainly includes an outbound method based on the telephone traffic state of the agent and an outbound method based on the service value, and the two methods are briefly introduced below:

(1) the call-out method based on the telephone traffic state of the seat comprises the following steps: and performing idle prediction according to the telephone traffic state of the seat, predicting hang-up and access time, and transferring the numbers in the client list of calling and connecting to the idle seat. The customer list here consists of the numbers bound to the customer to be called, i.e. the customer list contains one or more numbers to be called. The client list may be generated from the clients' Leads data. Specifically, those clients that are completely impossible to subscribe to the service may be excluded from the Leads data, and then some clients whose possibility of subscribing to the service reflected by the Leads data is higher than a preset value, which may be set according to the service needs of the enterprise, for example, 50%, 80%, etc., are selected, and a client list is generated according to the numbers of the selected clients. The traffic state refers to the state of the agent reception number, and includes a reception state and an idle state (i.e., a non-reception state). The method is only limited to call prediction and agent allocation based on the traffic state of the agent, so that the agent allocation process cannot be effectively optimized, namely, numbers in a customer list cannot be effectively allocated to proper agents, and the reception conversion rate is low.

(2) The outbound method based on the service value comprises the following steps: classifying the service value of the number in the customer list by combining Customer Relationship Management (CRM) data of a service party, and preferentially calling the number with higher level; and after the number is connected, the number is transferred to an idle seat according to the traffic state of the seat. Although the method divides the call priority of the number based on the service value, the method actually carries out call prediction and agent allocation based on the telephone traffic state of the agent, and also cannot effectively optimize the agent allocation process and effectively allocate the number to the proper agent, thereby causing low reception conversion rate.

In summary, the existing predictive outbound scheme has at least the following two defects, firstly, the number in the customer list is directly called, the validity of the number is not identified, and indiscriminate calling is carried out aiming at some invalid numbers (such as numbers which are not used for a long time, numbers with lower credit, and the like), so that the call completing rate is lower, and the call efficiency is lower; second, the agent allocation is performed only based on the traffic state of the agent, which cannot effectively optimize the agent allocation process and effectively allocate numbers to appropriate agents, resulting in low reception conversion rate.

Based on this, an embodiment of the present invention provides a call processing scheme, which specifically includes: acquiring an original customer list and call task configuration information corresponding to the original customer list, wherein the call task configuration information comprises an agent list for executing call reception and an agent matching rule, and cleaning the original customer list to obtain an effective customer list; by cleaning the original client list, some invalid numbers in the original client list can be removed, resource waste caused by calling the invalid numbers is avoided, and validity and authenticity of the called numbers are ensured, so that call loss rate is reduced, and calling efficiency is improved; in addition, the effective customer list at least comprises a target number, the target number is called, when the target number is connected, a target seat is distributed to the target number according to a seat matching rule, and the target number is transferred to the target seat; the embodiment of the invention can set the seat matching rule according to the actual requirement and allocate the seat for the communicated number according to the seat matching rule, thereby effectively optimizing the seat allocation process, allocating the number to the proper seat and having higher reception conversion rate.

Based on the above description, an embodiment of the present invention provides a call processing system, which at least includes a service device, a plurality of agents, and a plurality of terminals. The number of the seats and the number of the terminals may be equal or unequal. Referring to the example shown in fig. 1, the call processing system may include an agent 1, an agent 2, and an agent 3; and includes terminal 1, terminal 2, and terminal 3. Wherein:

the terminal may include a mobile phone, a landline phone, a computer, a bracelet, and the like, where the terminal refers to a user terminal corresponding to a number to be called, for example: the number to be called is the mobile phone number a, and the corresponding terminal can be the mobile phone identified by the mobile phone number a. The following steps are repeated: in fig. 1, terminal 1 corresponds to number 1, terminal 2 corresponds to number 2, and terminal 3 corresponds to number 3.

The agent refers to an enterprise customer service staff for calling and receiving; the seat uses corresponding electronic equipment to receive calls, and the electronic equipment can be a computer, a mobile phone or a fixed telephone and the like; for example: and the seat B uses the base phone B, and when the mobile phone number a is connected and distributed to the seat B, a call connection is established between the base phone B and the mobile phone identified by the mobile phone number a, so that the call of the seat B to the mobile phone number a is received.

The service device may refer to a server, and in the embodiment of the present invention, the service device is a call bridge between the terminal and the seat, and specifically includes: the service equipment allocates an agent for the number to be called, calls the number to be called, and forwards the number to be connected to the allocated agent when the number is connected, and the allocated agent receives the number to be connected.

The work flow of the communication system shown in fig. 1 for performing call processing is as follows:

firstly, call task creation. As shown in FIG. 2, the creation process of the call task includes steps S10-S14:

and S10, acquiring basic information of the call task.

The service equipment can provide a man-machine interaction interface, and basic information of the call task can be set in the man-machine interaction interface, wherein the basic information of the call task comprises information such as a call task name, call task execution time and call expected effect. In one embodiment, the service device includes a calling application, and the user can input basic information of the calling task on an interactive interface of the calling application, where the interactive interface of the calling application is usually displayed on a front end (such as a terminal), for example, a calling application client is run in the terminal, and the interactive interface is displayed on the client; or the terminal displays the interactive interface of the calling application program through the browser. After the basic information of the call task is input, in order to improve the accuracy of the input basic information of the call task, the service device may check the basic information of the call task, as shown in fig. 5, the checking the basic information of the call task includes: 1. the background of the calling application program is a subprogram which can realize certain functions and is not directly contacted by a user, and the background of the calling application program is usually arranged in service equipment for executing the calling task. 2. The background of the calling application program checks the basic information of the calling task and returns a check result to the front-end interactive interface; the background of the calling application program checks the basic information of the calling task by judging whether the basic information of the calling task is repeatedly imported or judging whether the basic information has integrity; if the basic information of the calling task is not repeatedly imported and the basic information has integrity, returning prompt information of successful information verification, otherwise, returning prompt information of failed information verification.

And S11, acquiring an original client list and an agent list for executing the calling task.

In one embodiment, the service device may automatically allocate an original customer list and an agent list to the call task according to the basic information of the call task. For example, a user (an enterprise user or a personal user) is assumed to promote the service a by using the predictive outbound scheme of this embodiment, and the user may set basic information of a call task in a human-computer interaction interface, where the name of the created call task is assumed to be the service a, the task execution time is 6 months and 21 days, and the expected effect of the call is related content pushed to the service a to at least 100 clients. The service device acquires basic information of the call task, retrieves a plurality of numbers which are used for browsing or subscribing to the service A on a webpage from a historical use record of the numbers according to a keyword (such as A) in the name of the call task, and adds the retrieved numbers to an original client list. Further, an agent list is allocated to the call task according to the basic information of the call task, for example, an agent which processes the call task associated with the service a is added to the agent list, or an agent which is in an idle state for 21 days in 6 months is added to the agent list, or the difficulty level of the call task is evaluated according to the expected effect of the call, and the agent list is allocated to the call task according to the difficulty level of the call task and the capability of the agent for processing the call task.

In another embodiment, a user may set basic information of a call task in a human-computer interaction interface of a service device, the service device may provide a plurality of original customer lists and a plurality of agent lists, the user may select the original customer list and the agent list corresponding to the call task on the human-computer interaction interface, and the user may also manually input the original customer list and the agent list corresponding to the call task. For example, when a call task needs to be established, a user may start a call application program in the service device, as shown in fig. 3, the user may select an original customer list corresponding to the call task by pulling down a setting option of the original customer list on an interface of the call application program, and may select an agent list for executing the call task by pulling down the setting option of the agent list.

In another embodiment, the user may input a condition for selecting the agent list on the interface of the calling application, the service device obtains the agent list according to the condition for selecting the agent list, and the condition for selecting the agent list may refer to a limitation on parameters such as the number of selected agents and the receptivity of the agents. As shown in fig. 5, acquiring the agent list includes: 8. the method comprises the steps of importing a condition for selecting an agent list on an interface of a calling application program into a background of the calling application program, 9, selecting the agent list from a database according to the condition for selecting the agent list, 10, returning the agent list to the background of the calling application program, and 11, returning the agent list to the interface of the calling application program for displaying in the background of the calling application program.

And S12, cleaning the original client list to obtain an effective client list, wherein the effective client list comprises at least one effective number.

The customer list contains a plurality of numbers, some being invalid and some being valid. Here, the invalid number refers to a number that is not used for a long time or a number that is revoked, and the valid number refers to a number through which a customer can be reached. In order to avoid the waste of resources caused by useless calling operation, the original client list needs to be cleaned. The cleaning here refers to an operation of removing invalid numbers in the original customer list and retaining valid numbers, and a valid customer list can be obtained by cleaning the original customer list.

For example, the original customer list corresponding to the current calling task is the original customer list 1 in fig. 4, the original Lead list includes 10100 numbers, the original customer list 1 is cleaned to obtain a valid customer list, the valid customer list includes 10000 valid numbers, which indicates that the original customer list 1 has 10000 valid numbers and 100 invalid numbers.

The foregoing cleaning process for the original client list may be implemented by a calling application in the service device, specifically, as shown in fig. 5, the cleaning process for the original client list by the calling application includes: 3. and 4, the background of the calling application program cleans the original client list to obtain a cleaning result (namely an effective client list). In order to further improve the validity and authenticity of the numbers in the valid customer list, the valid customer list may also be checked, as shown in fig. 5, the checking of the valid customer list includes: 5. the method includes the steps of importing an effective customer list into a database, 6, checking the effective customer list according to the database to obtain an import result (namely a check result), and returning the import result to a call application program background, wherein the database can be a local database or a cloud database in service equipment, and can also be databases in other equipment, such as a database in service equipment of an operator or a customer relationship management database of service equipment of an enterprise, the database comprises a plurality of numbers marked as invalid, checking the effective customer list according to the database means whether the numbers in the effective customer list are matched with the numbers in the database, if so, the numbers are failed to be checked, otherwise, the numbers are successfully checked. 7. The calling application program returns the import result and the cleaning result to the calling application program interface, the cleaning result and the import result are displayed on the calling application program interface, and further a final effective client list can be obtained according to the import result and the cleaning result. As shown in fig. 4, the cleaning result displayed on the call application program interface includes an original client list name, an effective number, list acquisition time, cleaning state information, and the like, where the effective number is an effective number obtained after cleaning the original client list (i.e., a number in the effective client list), the cleaning state includes cleaned, uncleaned, or in cleaning, the cleaned means that validity verification has been performed on each number in the original client list, the cleaned means that validity verification has been performed on part of numbers in the original client list, and the uncleaned means that validity verification has not been performed on numbers in the original client list. In addition, in order to improve the efficiency of list cleaning, the service device may clean a plurality of original client lists in parallel, for example, when an original client list 1 corresponding to the current call task, an original client list 2 corresponding to another call task, and an original client list 3 are simultaneously imported, the service device may simultaneously clean the original client list 1, the original client list 2, and the original client list 3 to obtain cleaning results of each list, as shown in fig. 4.

And S13, acquiring the agent matching rule.

In order to allocate a suitable agent to each valid number in the valid customer list to improve the reception conversion rate, the service device may obtain an agent matching rule, specifically, the service device may automatically obtain the agent matching rule according to a call expected effect input by a user, or the service device includes a plurality of agent matching rules, the user may pull down a setting option of the agent matching rule on an interface of the call application program shown in fig. 3 to obtain the agent matching rule, where the agent matching rule is a rule for allocating an agent to a number to be connected, the agent matching rule may include matching according to a list sequence, matching according to a score order or matching according to a label, and the matching according to the list sequence means matching according to a sequence number of the connected valid number with a reception number range of the agent, according to the grade, the matching is carried out according to the priority grade of the communicated effective number and the reception ability grade of the seat, and according to the label, the matching is carried out according to the label of the communicated effective number and the label of the seat.

To ensure that the selected agent matching rule has been established, the service device may check the agent matching rule, as shown in fig. 5, including: 1. and 2, the background of the calling application program verifies the agent matching rule, namely, whether the agent matching rule is established or not is judged, if not, the agent rule is failed to verify, otherwise, the agent rule is successfully verified, the agent rule verification result is returned to an interface of the calling application program for display, and if the returned result is failure, the agent matching rule is newly established.

S14, judging whether the call task is successfully created, if the creation is failed, indicating that at least one of the basic information, the valid client list, the agent list and the agent matching rule of the call task is not checked (or the setting is failed), returning to the step S10 to reset, if the creation is successful, indicating that the basic information, the valid client list, the agent list and the agent matching rule of the call task are checked (or the setting is successful), and transferring to the step S15.

As shown in FIG. 5, S14 includes steps 14-15: 14. and sending an instruction for confirming the establishment of the call task to a background of the call application program, and 15, verifying the established call task by the background of the call application program, such as verifying whether basic information, an effective client list, an agent list and an agent matching rule of the call task are successfully set, if so, returning verification success, and otherwise, returning verification failure.

And secondly, executing the call task. As shown in FIG. 2, the execution process of the call task includes steps S15-S19:

s15, judging whether the effective numbers in the effective customer list need to be called in batches, if not, turning to the step S16, otherwise, turning to the step S17.

And S16, calling each effective number in the effective customer list.

And S17, calling the effective number in batch.

And S18, allocating the agents for the communicated effective numbers according to the agent matching.

In steps S15-S19, after the call task is completed, the service device may determine whether it is necessary to call the valid numbers in the valid customer list in batches. Specifically, the service device may determine whether to call the valid numbers in the valid client list in batches according to a size relationship between the number of agents in the agent list and the number of valid numbers in the valid client list, and when the difference between the number of agents in the agent list and the number of valid numbers in the valid client list is not large, that is, when the numbers in the valid client list are called simultaneously, the agents in the agent list finish all the called valid numbers at one time, the service device may execute step S16 to call all the valid numbers in the valid client list through one-time calling; when the number of the effective numbers in the effective customer list is far greater than the number of the agents in the agent list, and when the numbers in the effective customer list are called simultaneously, the agents in the agent list cannot receive all the called effective numbers at one time, so as to avoid poor user experience caused by the fact that the connected numbers are in a waiting state for a long time, the service equipment executes step S17 to call each effective number in the effective customer list in batches, and calling the effective numbers in the effective customer list in batches refers to calling the effective numbers in the effective customer list for many times, and usually, each effective number is called only once. And when the effective number is connected, allocating the seat for the connected effective number according to the seat matching.

In order to improve reception conversion rate and improve agent utilization rate, the principle of allocating agents to connected effective numbers in the embodiment of the present invention is as follows: and preferentially distributing the seat for the communicated effective number according to a seat matching rule, and distributing the seat in an idle state for the communicated effective number if the appropriate seat which is not matched with the communicated effective number exists.

And S19, whether the calling task is executed or not is judged, if the execution is finished, all the effective numbers are called, the execution of the calling task is finished, if the execution is finished, the effective numbers are not called, the step S17 is carried out, and the effective numbers are continuously called.

Based on the description of the embodiment of the call processing system, an embodiment of the present invention provides a call processing method, please refer to fig. 6, which can be applied to the call processing system shown in fig. 1, in the embodiment, the call processing method includes the following steps S101 to S104:

s101, obtaining an original customer list and call task configuration information corresponding to the original customer list, where the call task configuration information includes an agent list for executing call reception and an agent matching rule, and the specific implementation process may refer to step S10 and step S12 in fig. 2.

The service equipment can automatically distribute an original client list and task configuration information for the call task according to the basic information of the call task input by the user, or receive the original client list and the task configuration information manually input by the user.

S102, cleaning the original customer list to obtain an effective customer list, wherein the effective customer list at least comprises a target number.

In order to remove the invalid number in the original customer list to improve the call completing rate, the service device may wash the original customer list to obtain a valid customer list, where the valid customer list includes one or more valid numbers. Specifically, the service device may wash the original customer list according to the historical used data of each number of the original customer list or a black list database, and the like, to obtain an effective customer list. The valid customer list at least comprises a target number, and the target number refers to any valid number in the valid customer list. For example, in the example shown in fig. 1, the destination number may be a number bound to terminal 1 (i.e., number 1).

S103, calling a target number, and distributing a target agent for the target number according to an agent matching rule when the target number is connected.

In order to balance the number of each agent reception number, so as to improve the utilization rate of the agent, and meanwhile, in order to allocate a proper agent to each connected effective number, so as to improve the call completing rate, the service equipment can call a target number, when the target number is connected, an agent matching rule allocates the target agent to the target number, wherein the agent matching rule refers to a rule for allocating the agent to the connected number, and the agent matching rule comprises the steps of matching according to a list sequence, matching according to a grading high-low sequence or matching according to a label, and the like. For example, in the example shown in fig. 1, the destination agent assigned to the destination number (i.e., number 1) may be agent 1. The target number is connected, namely the service equipment receives a response instruction sent by the terminal bound with the target number.

And S104, transferring the target number to the target seat.

After the agents are distributed to the target numbers, the target numbers can be transferred to the target agents, the target agents receive the target numbers, and the target agents and the clients corresponding to the target numbers are in conversation, so that the target agents can promote services to the clients, know the requirements of the clients, and promote more clients to order the services. As in fig. 1, the destination number is forwarded to agent 1, which is taken over by agent 1.

Based on the description of the embodiments of the call processing system and the call processing method, referring to fig. 7, another call processing method is provided in the embodiments of the present invention, and the call processing method can be applied to the call processing system shown in fig. 1, and in the embodiments, the call processing method includes the following steps S201 to S208:

s201, obtaining an original customer list and call task configuration information corresponding to the original customer list, where the call task configuration information includes an agent list for executing call reception and an agent matching rule, and the specific implementation process may refer to step S10 and step S12 in fig. 2.

S202, reading a first number from an original customer list, wherein the original customer list comprises at least one number to be checked, and the first number is any number to be checked in the original customer list.

S203, obtaining verification data of the first number, where the verification data of the first number includes a frequency and/or a last usage time of the first number, and the using of the first number includes: logging into the internet application with the first number and/or conducting a communication session with the first number.

And S204, carrying out validity check on the first number according to the verification data of the first number.

S205, if the verification is successful, adding the first number to an effective customer list, wherein the effective customer list comprises at least one effective number which is verified successfully; the target number is any valid number in the valid customer list.

In steps S202 to S205, the service device may read the first number from the original customer list, and send the first number to an external operator or a number verification service provider, where the external operator or the number verification service provider returns verification data of the first number according to history used information corresponding to the first number, and the service device determines, according to the verification data of the first number, that the first number is valid, and if the verification is successful, indicates that the first number is a valid number, and adds the first number to a valid customer list.

The service equipment performs validity check on the first number according to the verification data of the first number, and the validity check comprises the following steps: judging whether the used frequency of the first number is greater than a preset frequency threshold, if so, checking successfully, otherwise, checking fails; and/or judging whether the latest use time of the first number is within a preset time range, if so, the verification is successful, otherwise, the verification fails.

The service equipment can check the first number through the used frequency of the first number and/or the latest use time of the first number, specifically, the service equipment judges whether the used frequency of the first number is greater than a preset frequency threshold, if the used frequency of the first number is greater than the preset frequency threshold, the use frequency of the first number is higher, the liveness of the first number is higher, the first number is taken as a valid number, the check is successful, if the used frequency of the first number is less than the preset frequency threshold, the use frequency of the first number is lower, the liveness of the first number is lower, and when the first number is in a state with lower liveness for a long time, the first number has a risk of being cancelled, so that the check fails by taking the first number as an invalid number; and/or the service equipment judges whether the latest use time of the first number is within a preset time range (such as the latest year), if so, the service equipment indicates that the first number is used within the preset time, the first number is taken as a valid number, the verification is successful, otherwise, the service equipment indicates that the first number is not used for a long time, the first number has the risk of being cancelled, and the first number is taken as an invalid number, and the verification fails.

And S206, calling a target number.

The service equipment can call each effective number according to the size relationship between the number of agents in the agent list and the number of effective numbers in the effective customer list, and when the difference between the number of agents in the agent list and the number of effective numbers in the effective customer list is not large, the service equipment can finish calling the effective numbers in the effective customer list at one time, wherein the effective customer list comprises a target number; when the number of the effective numbers in the effective customer list is far greater than the number of the agents in the agent list, in order to avoid poor user experience caused by the fact that the connected numbers are in a waiting state for a long time, the service equipment can call the effective numbers in the effective customer list in batches.

As shown in fig. 8, the process of service device batch calling includes a first calling process and a next calling process, the first calling process includes steps S30-S32:

and S30, calculating the number of the first call.

And S31, selecting the number set of the first call from the effective customer list according to the number of the first call.

And S32, calling each effective number in the number set called for the first time. If the destination number belongs to the number set called for the first time and the destination number is any valid number in the number set called for the first time, the procedure goes to step S207.

In steps S30 to S32, a terminal bound with an active number of a call is in a power-off state, or a call signal quality is not good, or a call is hung up, so that a call failure is caused, in order to avoid that an agent is in an idle state and further a utilization rate of the agent is low when the number call fails, a service device may count the number of agents in an agent list, and determine the number of a first call according to the number of agents in the agent list and an average call-through rate of active numbers, assuming that the number of the first call is S1, the average call-through rate is P, and the number of the agents in the agent list is Z1, the number of the first call is S1, which may be expressed as the following formula (1):

S1＝Z1/(1-P) (1)

the average call completing rate may be calculated according to a historical call record of a plurality of effective numbers in a preset time period (for example, in a recent month), the average call completing rate may also be manually input by a user on an interactive interface of the call application program, as shown in fig. 3, the interactive interface of the call application program includes a call parameter setting menu, the call parameter setting menu includes an average call completing rate setting option, the user may input data in the average call completing rate setting option, the interactive interface of the call application program further includes prompt information, the prompt information includes an average call completing rate of the effective numbers in the preset time period, for example, the average call completing rate in the recent month is 50%, and the user may set the average call completing rate of the call task by referring to the prompt information on the interactive interface of the call application program. After the number of the first call is obtained through calculation, a number set of the first call is selected randomly from an effective customer list or according to the serial number of the effective number and the like according to the number of the first call, and each effective number in the number set of the first call is called. If the destination number belongs to the number set called for the first time, go to step S207 to assign the destination agent to the destination number.

If the target number does not belong to the first called number set, indicating that there is a valid number in the valid customer list that has not been called, the service device may execute steps S33-S36 to implement the next calling procedure:

and S33, calculating the number of the next calling.

And S34, selecting the number set of the next call from the effective customer list according to the number of the next call.

And S35, calling each effective number in the number set called next. When the destination number belongs to the number set called next and the destination number is any valid number in the number set called next, go to step S207.

In steps S33 to S35, the service device may calculate the number of the next call according to the number of the agents in the idle state or the number of the agents in the agent list, select the number set of the next call from the valid customer list according to the number of the next call, call each valid number in the number set of the next call, and if the destination number belongs to the number set of the next call, go to step S207. The steps S33-S36 are executed in a loop until the end when all the active numbers in the active customer list are called.

In order to avoid that when the valid number is connected, the agent corresponding to the connected valid number is in a waiting state, and the connected valid number is in a waiting state for a long time, therefore, before executing the next call, the service device may predict the next call time, where the next call time is the time when the agent is predicted to be in an idle state, and further call the number set of the next call according to the next call time, the method specifically includes steps S40-43:

and S40, calculating the next calling time according to the average call duration, the reception time interval and the average ringing duration of the effective number.

And S41, if the seat is in an idle state before the next calling time is reached and the effective number which is connected to wait for reception exists, distributing the effective number which is connected to wait for reception to the seat in the idle state according to the seat matching rule.

And S42, if the seat is in an idle state before the next call time is reached and no effective number which is connected to wait for reception exists, calculating the number of the next call according to the number of the seats in the idle state and the average call connection rate.

And S43, selecting the number set of the next call from the effective customer list according to the number of the next call, and calling each effective number in the number set of the next call.

In steps S40 to S43, the next call time may be calculated according to the average call time, the reception time interval, and the average ring time of the valid number, and specifically, assuming that the next call time is T1, the average call time T2, the reception time interval T3, and the average ring time T4, the next call time T1 may be represented by the following formula (2):

T1＝T2+T3-T4 (2)

wherein, the average call duration, the reception time interval and the average ringing duration included in the call parameters may be calculated by the service device according to the historical call records of the plurality of valid numbers in a preset time period (such as in the last month), or manually entered by the user on the interactive interface of the calling application, as shown in figure 3, the call parameter setting menu on the interactive interface of the call application program comprises setting options corresponding to the average call duration, the reception time interval and the average ringing duration of the effective number respectively, a user can input data in each setting option, the interactive interface of the calling application program also comprises prompt information, the prompt information comprises average call duration and average ringing duration in a preset time period, for example, the average call receiving time in the last month is 120s, and the average ringing time in the last month is 20 s. The user can set the average call duration and the average ringing duration of the call task by referring to the prompt information on the interactive interface of the call application program.

After the next call time is obtained through calculation, if the agent is in an idle state before the next call time is reached and the valid number which is connected to wait for reception exists, it is indicated that the valid number which is distributed to the agent before the next call time is received exists, and the connected valid number exists in the last call and is in the wait for reception, the valid number which is connected to wait for reception is distributed to the agent in the idle state according to the agent matching rule, so that the utilization rate of the agent is improved. If there is an agent in idle state before the next call time arrives, indicating that there is an active number assigned to the agent before the next call time arrives, there is no active number already connected to wait for reception, indicating that all active numbers connected in the last call have been or are in the same, the service device may call the number set of the next call in advance (i.e. between the arrival of the next call time), specifically, the service device may calculate the number of the next call according to the number of the agent in idle state, assuming that the number of the next call is S2, the average connection rate is P, and the number of the agent in idle state is Z2, the number of the next call is S2 may be expressed as the following formula (3):

S2＝Z2/(1-P) (3)

and after the number of the next call is obtained through calculation, selecting a number set of the next call from the effective customer list according to the number of the next call, calling each effective number in the number set of the next call, and if the target number belongs to the number set of the next call, switching to step S208 to allocate a target seat to the target number.

The process of implementing the next call according to the next call time further includes steps S50-511:

and S50, if no seat is in an idle state before the next call time is reached, calculating the number of the next call according to the number of seats in the seat list and the average call completing rate.

S51, selecting the number set of the next call from the effective customer list according to the number of the next call, and calling each effective number in the number set of the next call when the time of the next call is reached.

In steps S50 to S51, if there is no agent in idle state before the next call time arrives, indicating that the agent is in standby state before the next call time arrives, then the agent is predicted to be in idle state when the next call time arrives, so that the call is made according to the next call time, specifically, the number of the next call is calculated according to the number of agents in the agent list and the average call completing rate, and assuming that the number of the next call is S2, the average call completing rate is P, and the number of the agents in the agent list is Z1, the number of the next call is S2, which can be expressed as the following formula (4):

S2＝Z1/(1-P) (4)

and after the number of the next call is calculated, selecting a number set of the next call from the effective customer list according to the number of the next call, calling each effective number in the number set of the next call when the next call time arrives, and if the target number belongs to the effective number set of the next call, turning to the step S207 to distribute the target seat for the target number.

And S207, when the target number is connected, distributing the target seat for the target number according to the seat matching rule.

The seat matching rule comprises matching according to the list sequence; step S207 includes steps S60-S62:

and S60, when the target number is connected, acquiring the sequence number of the target number in the valid customer list and acquiring the reception number range of each agent in the agent list.

S61, and locating the target reception number range to which the sequence number belongs.

And S62, allocating the target agent corresponding to the target reception number range to the target number.

In steps S60 to S62, in order to allocate an appropriate agent to each connected valid number to improve the reception efficiency and the reception conversion rate, the service device may allocate an agent to each connected valid number according to the sequence matching of the list, specifically, when the target number is connected, obtain the sequence number of the target number in the valid client list, obtain the reception number range of each agent in the agent list, locate the target reception number range to which the sequence number belongs, allocate the target agent corresponding to the target reception number range to the target number, and receive the target number by the target agent. The serial number of the effective numbers can be set according to the reception degree of each effective number (the reception degree is set according to the information of the effective number such as the time length for receiving the call or the complaint rate), or the serial number of the effective numbers added to the effective customer list, or the serial number of the effective numbers, and the range of the to-be-received serial number of the seat can be set according to the ability of the seat to receive the number of each serial number range, or the serial number of the surname of the operator corresponding to the seat. For example, if the sequence number of the destination number in the customer list is 1 and the reception range of the agent 1 in the agent list is [1,100], the sequence number belongs to the target reception range [1,100], and the agent 1 is allocated to the destination number when the destination number is connected.

The seat matching rule comprises matching according to the grade sequence; step S207 includes steps S70-S72:

and S70, when the target number is connected, acquiring the priority grade of the target number and acquiring the receptivity grade of each agent in the agent list.

S71, setting a reception priority rating range for each agent according to the reception ability rating of each agent, and positioning a target reception priority rating range to which the priority rating belongs.

And S72, allocating the target agent corresponding to the target reception priority grade scoring range to the target number.

In steps S70 to S72, to allocate an appropriate agent for each connected valid number to improve the reception efficiency and the reception conversion rate, the service device may allocate agents for each connected valid number according to the order of the scores, specifically, when the target number is connected, obtain a priority score of the target number, where the priority score of the target number is used to indicate a service value provided by the target number, and the higher the priority score is, the higher the service value is, the priority score of the target number may be set according to behavior data of the target number or customer service data, where the behavior data of the target number is data of a browsing product or an order service used by the target number, and the customer service data of the target number may be service data handled by the target number. The method comprises the steps of obtaining reception capability scores of all seats in a seat list, wherein the reception capability scores of the seats are used for indicating the strength of the reception capability of the seats, the higher the capability score is, the reception capability of the seats can be set according to the telephone traffic or the service capability of the seats, the service capability can be set according to the reception conversion rate, the higher the reception conversion rate is, the higher the service capability is, and the telephone traffic of the seats refers to the duration of receiving valid numbers in a preset time period of the seats. Setting a reception priority rating range for each seat according to the reception capability rating of each seat, positioning a target reception priority rating range to which the priority rating belongs, and allocating the target seat corresponding to the target reception priority rating range to a target number.

In one embodiment, in order to develop more potential customers, the service device may assign an agent with higher receptivity to the valid number with lower priority score, and steps S71 and S72 include: when the reception capability score of a target seat in the seat list is larger than or equal to a preset capability score threshold, a first reception priority score range is set for the target seat, when the reception capability score of the target seat is smaller than the preset capability score threshold, a second reception priority score range is set for the target seat, the maximum reception priority score value of the first reception priority score range is smaller than the minimum reception priority score value of the second reception priority score range, and if the priority score of the target number belongs to the first reception priority score range or the second reception priority score range, the target seat is allocated to the target number.

In another embodiment, to prevent the loss of customer volume, the service device may allocate an agent with higher receptivity to the valid number with higher priority score, and steps S71 and S72 include: when the reception capability score of a target seat in the seat list is larger than or equal to a preset capability score threshold, setting a third reception priority score range for the target seat, when the reception capability score of the target seat is smaller than the preset capability score threshold, setting a fourth reception priority score range for the target seat, wherein the minimum reception priority score of the third reception priority score range is larger than the maximum reception priority score of the fourth reception priority score range, and if the priority score of the target number belongs to the third reception priority score range or the fourth reception priority score range, allocating the target seat to the target number.

The seat matching rule comprises matching according to the label; the step S207 of allocating the destination agent to the destination number according to the agent matching rule when the destination number is connected includes steps S80 to S82:

and S80, when the target number is connected, acquiring the label attribute of the target number and acquiring the label attribute of each agent in the agent list.

And S81, respectively calculating the similarity between the label attribute of the target number and the label attribute of each agent.

And S82, selecting a target agent with the similarity higher than a preset similarity threshold from the agent list and allocating the target agent to a target number.

In steps S80 to S82, in order to allocate an appropriate agent to each connected valid number to improve the reception efficiency and the reception conversion rate, the service device may allocate an agent to each connected valid number according to tag matching, specifically, when the target number is connected, obtain a tag attribute of the target number, where the tag attribute of the target number refers to an attribute of a customer bound to the target number, such as information of a home location of the customer, a gender of the customer, or an age of the customer, and obtain a tag attribute of each agent in an agent list, where the tag attribute of an agent is set according to the number of times that the agent receives a valid number of a certain tag attribute, and if the number of times that the agent processes a valid number whose tag attribute is shanghai is greater than a preset number threshold, the tag attribute of the agent is set to shanghai, and then the service device may perform euclidean distance algorithm, and the method, And calculating the similarity between the label attribute of the target number and the label attribute of each agent by using a Pearson correlation coefficient algorithm or a Mahalanobis distance algorithm and the like, and selecting the target agent with the similarity higher than a preset similarity threshold value from the agent list to be allocated to the target number.

And S208, transferring the target number to the target seat.

After the agent is allocated to the destination number, the service device may forward the destination number to the destination agent, and the destination agent receives the destination number.

Based on the description of the embodiments of the call processing system and the call processing method, referring to fig. 9, an embodiment of the present invention provides a call processing apparatus, including:

an obtaining unit 901, configured to obtain an original customer list and call task configuration information corresponding to the original customer list, where the call task configuration information includes an agent list for executing call reception and an agent matching rule.

A cleaning unit 902, configured to perform cleaning processing on the original customer list to obtain an effective customer list, where the effective customer list at least includes a destination number.

A calling unit 903, configured to call the destination number.

An allocating unit 904, configured to allocate a target agent to the target number according to the agent matching rule when the target number is connected.

A forwarding unit 905, configured to forward the destination number to the destination seat.

Optionally, the cleaning unit 902 is specifically configured to read a first number from an original customer list, where the original customer list includes at least one number to be checked, and the first number is any number to be checked in the original customer list; acquiring verification data of the first number, wherein the verification data of the first number comprises the frequency of the first number used and/or the latest use time of the first number; the first number being used includes: logging in to an internet application program by using the first number and/or carrying out a communication session by using the first number; carrying out validity check on the first number according to the verification data of the first number; if the verification is successful, adding the first number to an effective customer list; wherein, the effective customer list comprises at least one effective number which is successfully verified; the target number is any effective number in the effective customer list.

Optionally, the cleaning unit 902 is specifically configured to determine whether the frequency of the first number used is greater than a preset frequency threshold, if so, the verification is successful, otherwise, the verification fails; and/or judging whether the latest use time of the first number is within a preset time range, if so, the verification is successful, otherwise, the verification fails.

Optionally, the agent matching rule includes matching according to a list sequence; a distributing unit 904, configured to, when the target number is connected, obtain a sequence number of the target number in the valid customer list, and obtain a reception number range of each agent in the agent list; positioning a target reception number range to which the sequence number belongs; and allocating the target agent corresponding to the target reception number range to the target number.

Optionally, the agent matching rule includes matching according to the order of scores; the allocating unit 904 is specifically configured to, when the target number is connected, obtain a priority score of the target number, and obtain a reception capability score of each agent in the agent list; setting a reception priority rating range for each seat according to the reception capability rating of each seat, and positioning a target reception priority rating range to which the priority rating of the target number belongs; and allocating the target agent corresponding to the target reception priority grade scoring range to a target number.

Optionally, the agent matching rule includes matching according to a label; a distributing unit 904, configured to, when the destination number is connected, obtain a tag attribute of the destination number, and obtain a tag attribute of each agent in the agent list; respectively calculating the similarity between the label attribute of the target number and the label attribute of each agent; and selecting a target agent with the similarity higher than a preset similarity threshold from the agent list and allocating the target agent to the target number.

Optionally, the call task configuration information further includes a call parameter, where the call parameter includes an average call completing rate; a calling unit 903, specifically configured to count the number of agents in the agent list; calculating the number of the first call according to the number of the agents in the agent list and the average call completing rate; selecting a first-called number set from the effective customer list according to the number quantity of the first-called numbers, and calling each effective number in the first-called number set; the target number belongs to the number set called for the first time and is any valid number in the number set called for the first time.

Optionally, the call parameters further include an average call duration, a reception time interval, and an average ring duration; if the destination number does not belong to the number set called for the first time, the calling unit 903 is specifically configured to calculate next calling time according to the average call duration, the reception time interval, and the average ringing duration; if the seat is in an idle state before the next calling time is reached and the valid number which is connected to wait for reception exists, distributing the valid number which is connected to wait for reception to the seat in the idle state according to the seat matching rule; if the agents are in an idle state before the next calling time is reached and no effective number which is connected to wait for reception exists, calculating the number of the next calling according to the number of the agents in the idle state and the average call connection rate; and selecting a next calling number set from the valid customer list according to the number of the next calling number, and calling each valid number in the next calling number set, wherein the target number belongs to the next calling number set and is any valid number in the next calling number set.

Optionally, the calling unit 903 is specifically configured to calculate the number of the next call according to the number of the agents in the agent list and the average call completing rate if no agent is in an idle state before the next call time arrives; and selecting a next calling number set from the effective customer list according to the number of the next calling number, and calling each effective number in the next calling number set when the next calling time arrives.

Based on the description of the embodiments of the call processing system and the call processing method, an embodiment of the present invention provides a service device, please refer to fig. 10, where the service device includes: a processor 101, an input interface 102, an output interface 103, and a computer storage medium 104.

The computer storage media 104 may represent storage devices, including volatile computer storage media (volatile memory), such as random-access computer storage media (RAM); the computer storage medium may also include non-volatile computer storage media (non-volatile memory), such as flash memory, Hard Disk Drive (HDD), or solid-state drive (SSD); computer storage media 104 may also include combinations of the above-described types of computer storage media.

The input interface 102 may be used to input data to be processed to the processor 101. In one embodiment, the input interface 102 may include a plurality of independent interfaces, such as an ethernet interface, an LCD (Liquid crystal display) interface, and the like, which are respectively responsible for communication of data input by different peripheral devices to the processor 101.

The output interface 103 may be configured to output data to other peripheral devices connected to the terminal, and may output a processing result of the processor 101 to the outside. Output interface 103 may also include a plurality of separate interfaces, such as an ethernet interface, a camera interface, etc., responsible for the communication of data output by processor 101 to various peripheral devices.

In one embodiment, the Output interface 103 and the Input interface 102 may be General Purpose Input Output (GPIO) interfaces.

The processor 101 may be configured to read and execute computer instructions. In one embodiment, the processor 701 may further include a hardware chip. The hardware chip may be an application-specific integrated circuit (ASIC), a Programmable Logic Device (PLD), or a combination thereof. The PLD may be a Complex Programmable Logic Device (CPLD), a field-programmable gate array (FPGA), a General Array Logic (GAL), or any combination thereof.

The computer storage medium 104 is also used to store one or more program instructions; the processor 101 may be capable of executing a call processing method to provide a call service when invoking the one or more program instructions, and specifically, the processor 101 invokes the program instructions to perform the following steps:

and forwarding the target number to the target seat.

Optionally, the processor 101 may call the program instruction to perform the following steps:

reading a first number from an original customer list, wherein the original customer list comprises at least one number to be checked, and the first number is any number to be checked in the original customer list;

acquiring verification data of the first number, wherein the verification data of the first number comprises the frequency of the first number used and/or the latest use time of the first number; the first number being used includes: logging in to an internet application program by using the first number and/or carrying out a communication session by using the first number;

carrying out validity check on the first number according to the verification data of the first number;

if the verification is successful, adding the first number to an effective customer list;

wherein, the effective customer list comprises at least one effective number which is successfully verified; the target number is any effective number in the effective customer list.

judging whether the used frequency of the first number is greater than a preset frequency threshold, if so, checking successfully, otherwise, checking fails; and/or the presence of a gas in the gas,

and judging whether the latest use time of the first number is within a preset time range, if so, checking successfully, and otherwise, checking fails.

Optionally, the agent matching rule includes matching according to a list sequence; the processor 101 may call the program instructions to perform the following steps:

when the target number is connected, acquiring a sequence number of the target number in the effective customer list and acquiring a reception number range of each seat in the seat list;

positioning a target reception number range to which the sequence number belongs;

and allocating the target agent corresponding to the target reception number range to the target number.

Optionally, the agent matching rule includes matching according to the order of scores; the processor 101 may call the program instructions to perform the following steps:

when the target number is connected, acquiring a priority grade of the target number and acquiring a reception capability grade of each agent in the agent list;

setting a reception priority rating range for each seat according to the reception capability rating of each seat, and positioning a target reception priority rating range to which the priority rating of the target number belongs;

and allocating the target agent corresponding to the target reception priority grade scoring range to a target number.

Optionally, the agent matching rule includes matching according to a label; the processor 101 may call the program instructions to perform the following steps:

when the target number is connected, acquiring the label attribute of the target number and acquiring the label attribute of each seat in the seat list;

respectively calculating the similarity between the label attribute of the target number and the label attribute of each agent;

and selecting a target agent with the similarity higher than a preset similarity threshold from the agent list and allocating the target agent to the target number.

Optionally, the call task configuration information further includes a call parameter, where the call parameter includes an average call completing rate; the processor 101 may call the program instructions to perform the following steps:

counting the number of the agents in the agent list;

calculating the number of the first call according to the number of the agents in the agent list and the average call completing rate;

selecting a first-called number set from the effective customer list according to the number quantity of the first-called numbers, and calling each effective number in the first-called number set; the target number belongs to the number set called for the first time and is any valid number in the number set called for the first time.

Optionally, the call parameters further include an average call duration, a reception time interval, and an average ring duration; if the destination number does not belong to the first-called number set, the processor 101 may call the program instruction to perform the following steps:

calculating the next calling time according to the average call duration, the reception time interval and the average ringing duration;

if the seat is in an idle state before the next calling time is reached and the valid number which is connected to wait for reception exists, distributing the valid number which is connected to wait for reception to the seat in the idle state according to the seat matching rule;

if the agents are in an idle state before the next calling time is reached and no effective number which is connected to wait for reception exists, calculating the number of the next calling according to the number of the agents in the idle state and the average call connection rate;

and selecting a next calling number set from the valid customer list according to the number of the next calling number, and calling each valid number in the next calling number set, wherein the target number belongs to the next calling number set and is any valid number in the next calling number set.

if no agents are in an idle state before the next call time is reached, calculating the number of the next call according to the number of the agents in the agent list and the average call completing rate;

and selecting a next calling number set from the effective customer list according to the number of the next calling number, and calling each effective number in the next calling number set when the next calling time arrives.

It should also be noted that the functions corresponding to the terminal of the present invention may be implemented by hardware design, software design, or a combination of hardware and software, which is not limited herein. Embodiments of the present invention also provide a computer program product, which includes a computer storage medium storing a computer program, and when the computer program product runs on a computer, the computer executes part or all of the steps of any one of the call processing methods described in the above method embodiments. In one embodiment, the computer program product may be a software installation package.

The above disclosure is intended to be illustrative of only some embodiments of the invention, and is not intended to limit the scope of the invention.

Claims

1. A method for call processing, comprising:

acquiring an original customer list and call task configuration information corresponding to the original customer list, wherein the call task configuration information comprises an agent list for executing call reception and an agent matching rule; the call tasks received by the agent history in the agent list are associated with the call tasks corresponding to the call task configuration information, or the ability of the agents in the agent list for processing the call tasks is matched with the difficulty level of the call tasks corresponding to the call task configuration information;

cleaning the original customer list according to verification data of numbers in the original customer list to obtain an effective customer list, wherein the effective customer list at least comprises a target number, and the effective customer list comprises numbers of which the used frequency in the original customer list is greater than a preset frequency threshold value, and/or numbers of which the latest used time is within a preset time range in the original customer list;

calling the target number, and distributing a target seat for the target number from the seat list according to the seat matching rule when the target number is connected;

and forwarding the target number to the target seat.

2. The method of claim 1, wherein said scrubbing said original list of customers based on validation data for numbers in said original list of customers to obtain a valid list of customers comprises:

3. The method of claim 2, wherein said validating said first number based on validation data for said first number comprises:

4. The method of claim 2 or 3, wherein the agent matching rules comprise matching in order of a list; when the target number is connected, allocating a target seat for the target number from the seat list according to the seat matching rule, including:

5. The method of claim 2 or 3, wherein the agent matching rules comprise matching in order of scores; when the target number is connected, allocating a target seat for the target number from the seat list according to a seat matching rule, including:

6. The method of claim 2 or 3, wherein the agent matching rules comprise matching by label;

when the target number is connected, allocating a target seat for the target number from the seat list according to a seat matching rule, including:

7. The method of claim 1, wherein the call task configuration information further includes call parameters, the call parameters including an average call completing rate;

the calling the destination number includes:

counting the number of the agents in the agent list;

8. The method of claim 7, wherein the call parameters further include an average talk length, a reception time interval, and an average ring length;

if the target number does not belong to the number set called for the first time, after calling each valid number in the number set called for the first time, the method further includes:

9. The method of claim 8, further comprising

10. A call processing apparatus, comprising:

the system comprises an acquisition unit, a processing unit and a processing unit, wherein the acquisition unit is used for acquiring an original customer list and call task configuration information corresponding to the original customer list, and the call task configuration information comprises an agent list for executing call reception and an agent matching rule; the call tasks received by the agent history in the agent list are associated with the call tasks corresponding to the call task configuration information, or the ability of the agents in the agent list for processing the call tasks is matched with the difficulty level of the call tasks corresponding to the call task configuration information;

a cleaning unit, configured to perform cleaning processing on the original client list according to verification data of numbers in the original client list to obtain an effective client list, where the effective client list at least includes a target number, and the effective client list includes numbers in the original client list, where a used frequency of the numbers is greater than a preset frequency threshold, and/or numbers in the original client list, where a latest used time of the numbers is within a preset time range; a calling unit, configured to call the destination number;

the distribution unit is used for distributing a target seat for the target number from the seat list according to the seat matching rule when the target number is connected;

11. The device according to claim 10, wherein the washing unit is in particular adapted to:

carrying out validity check on the first number according to the verification data of the first number; if the verification is successful, adding the first number to an effective customer list; wherein, the effective customer list comprises at least one effective number which is successfully verified; the target number is any effective number in the effective customer list.

12. The device according to claim 11, wherein the washing unit is in particular adapted to:

13. The apparatus of claim 11 or 12, wherein the agent matching rules comprise matching in order of a list; the allocation unit is specifically configured to:

14. The apparatus of claim 11 or 12, wherein the agent matching rules comprise matching in order of scores; the allocation unit is specifically configured to:

15. The apparatus of claim 11 or 12, wherein the agent matching rules comprise matching by label; the allocation unit is specifically configured to:

16. The apparatus of claim 11, wherein the call task configuration information further comprises call parameters, the call parameters comprising an average call completing rate; the calling unit is specifically configured to:

counting the number of the agents in the agent list;

17. The apparatus of claim 16, wherein the call parameters further include an average talk length, a reception time interval, and an average ring length; the calling unit is further configured to:

18. The apparatus of claim 17, wherein the calling unit is further configured to:

19. A computer storage medium having one or more instructions stored thereon, the one or more instructions adapted to be loaded by a processor and to perform a call processing method according to any of claims 1-9.

20. A service device, comprising:

a computer storage medium having one or more instructions stored thereon, the one or more instructions adapted to be loaded by a processor and to perform a call processing method according to any of claims 1-9.