CN109040483B - Call center IVR flow determination method, system, equipment and storage medium - Google Patents
Call center IVR flow determination method, system, equipment and storage medium Download PDFInfo
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- CN109040483B CN109040483B CN201811003765.5A CN201811003765A CN109040483B CN 109040483 B CN109040483 B CN 109040483B CN 201811003765 A CN201811003765 A CN 201811003765A CN 109040483 B CN109040483 B CN 109040483B
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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
- H04M3/487—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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- 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
- H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
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Abstract
The invention discloses a method, a system, equipment and a storage medium for determining an IVR flow of a call center, wherein the method comprises the following steps: receiving a channel number transmitted from an incoming terminal; determining a process number corresponding to the incoming call terminal according to the channel number; matching in a database according to the process number to obtain an execution process corresponding to the process number, wherein the execution process comprises a playing file; and acquiring a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal.
Description
Technical Field
The present invention relates to the field of call centers, and more particularly, to a method, a system, a device, and a storage medium for determining an IVR procedure in a call center.
Background
With the continuous expansion of each service of the call center, there are more and more corresponding partners, and a plurality of corresponding cooperation channels all need the platform development center to provide a dedicated line service of an Interactive Voice Response (IVR) process. According to the existing method, each IVR flow needs to be logically developed, so that the project cycle is prolonged to a certain extent while the development workload is increased, and certain pressure is brought to the operation and maintenance work of the later flow. On the other hand, currently, one number only supports one channel number, that is, each channel needs to apply for an independent telephone number when accessing, which also brings a large operation cost.
Disclosure of Invention
Aiming at the problems in the prior art, the invention aims to provide a method, a system, equipment and a storage medium for determining an IVR flow of a call center, which can timely and accurately match a corresponding IVR flow according to a channel number transmitted by a calling terminal, can realize repeated multiplexing of the same number through a plurality of channel numbers, improve the utilization efficiency of number resources and reduce the cost.
According to one aspect of the invention, a call center IVR flow determination method is provided, which comprises the following steps:
a. receiving a channel number transmitted from an incoming terminal;
b. determining a process number corresponding to the incoming call terminal according to the channel number;
c. matching in a database according to the process number to obtain an execution process corresponding to the process number, wherein the execution process comprises a playing file;
d. and acquiring a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal.
Preferably, the process numbers include a simple process number and a general process number, each channel number is associated with one simple process number and one general process number, and the step b specifically includes the following steps:
acquiring a calling number of the incoming terminal;
obtaining a historical call record of the call number according to the call number;
obtaining the call interval time between all two adjacent historical calls in the historical call record;
judging whether the call interval time is greater than a preset interval threshold value:
if so, matching the channel number with the general flow number;
and if not, matching the channel number with the simple flow number.
Preferably, the step a further comprises:
obtaining an incoming number of the incoming terminal;
obtaining a prompt audio for prompting to input the channel number according to the incoming number matching;
and playing the prompt audio in the incoming call terminal.
Preferably, after the step a and before the step b, the method further comprises:
detecting whether the channel number is greater than a preset judgment threshold value:
if the channel number is larger than the judgment threshold value, playing a warning audio prompting to input the channel number again for the incoming call terminal;
and if the channel number is less than or equal to the judgment threshold value, turning to the step b.
Preferably, the channel number is a string of decimal numbers received over a preset time period.
Preferably, after the step d, the method further comprises:
detecting whether the execution flow comprises the flow number of the next execution flow:
if the execution flow contains the flow number of the next execution flow, matching the flow number of the next execution flow in the database to obtain an execution flow corresponding to the flow number of the next execution flow;
obtaining a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal;
and if the execution flow does not contain the flow number of the next execution flow, playing a default audio to the incoming call terminal.
Preferably, if the execution flow does not include the flow number of the next execution flow, the incoming call link of the incoming call terminal is forwarded to the artificial telephone.
Preferably, the playing files include a first playing file and a second playing file, and the step d specifically includes the following steps:
judging whether the current moment works in the working period:
if the current moment is within the working time interval, obtaining the playing audio according to the first playing file, and playing the playing audio to the incoming call terminal;
and if the current moment is not in the working time interval, obtaining the playing audio according to the second playing file, and playing the playing audio to the incoming call terminal.
According to one aspect of the invention, a call center IVR flow determination system is provided, which comprises:
a channel receiving module for receiving a channel number transmitted from the incoming terminal;
the serial number searching module is used for determining a process serial number corresponding to the incoming call terminal according to the channel number;
the flow searching module is used for obtaining an execution flow corresponding to the flow number according to the matching of the flow number in a database, wherein the execution flow comprises a playing file;
and the execution module is used for obtaining a playing audio according to the playing file in the execution flow and playing the playing audio to the incoming call terminal.
Preferably, the call center IVR flow determination system further includes:
and the prompting module is used for acquiring the incoming number of the incoming terminal, acquiring a prompting audio for prompting to input the channel number according to the incoming number matching, and playing the prompting audio on the incoming terminal.
According to one aspect of the invention, the invention provides a call center IVR flow determination device, which comprises:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the call center IVR flow determination method described above via execution of the executable instructions.
According to an aspect of the invention, a computer readable storage medium is used for storing a program, and the program is executed to realize the steps of the call center IVR flow determination method.
The beneficial effects of the above technical scheme are: the method, the system, the equipment and the storage medium for determining the IVR flow of the call center can timely and accurately match the corresponding IVR flow according to the channel number transmitted by the incoming call terminal, can realize repeated multiplexing of the same number through a plurality of channel numbers, improve the utilization efficiency of number resources and reduce the cost.
Further features and advantages of the invention, as well as the structure and operation of various embodiments of the invention, are described in detail below with reference to the accompanying drawings. It should be noted that the present invention is not limited to the specific embodiments described herein. These examples are given herein for illustrative purposes only.
Drawings
Other features, objects and advantages of the present invention will become more apparent upon reading of the following detailed description of non-limiting embodiments thereof, with reference to the accompanying drawings.
Fig. 1 is a schematic view of an implementation scenario of a call center IVR flow determination method according to a preferred embodiment of the present invention;
FIG. 2 is a flow chart of a call center IVR flow determination method in accordance with a preferred embodiment of the present invention;
FIG. 3 is a flow chart illustrating a process for prompting a user to enter a channel number according to a preferred embodiment of the present invention;
fig. 4 is a flow chart illustrating a process of determining a process number corresponding to the incoming call terminal according to a preferred embodiment of the present invention;
FIG. 5 is a flow chart illustrating a process of obtaining played audio according to a preferred embodiment of the present invention;
FIG. 6 is a diagram of a call center IVR flow determination system in accordance with a preferred embodiment of the present invention;
FIG. 7 is a schematic structural diagram of a call center IVR flow determination device according to a preferred embodiment of the present invention;
FIG. 8 is a diagram illustrating a computer-readable storage medium according to a preferred embodiment of the present invention.
The features and advantages of the present invention will become more apparent from the following detailed description taken in conjunction with the accompanying drawings. Throughout the drawings, like reference numerals designate corresponding elements. In the drawings, like reference numbers generally indicate identical, functionally similar, and/or structurally similar elements.
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.
The use of "first," "second," and similar terms in this disclosure is not intended to indicate any order, quantity, or importance, but rather is used to distinguish one element from another. The word "comprising" or "comprises", and the like, means that the element or item listed before the word covers the element or item listed after the word and its equivalents, but does not exclude other elements or items. The terms "connected" or "coupled" and the like are not restricted to physical or mechanical connections, but may include electrical connections, whether direct or indirect. "upper", "lower", "left", "right", and the like are used merely to indicate relative positional relationships, and when the absolute position of the object being described is changed, the relative positional relationships may also be changed accordingly.
It should be noted that the embodiments and features of the embodiments may be combined with each other without conflict.
The invention is further described with reference to the following drawings and specific examples, which are not intended to be limiting.
Fig. 1 illustrates an implementation scenario of a call center IVR flow determination method according to an aspect of the present invention. In this scenario, the user 400 makes a call to the call center through the incoming call terminal 100, the server 200 of the call center obtains an execution flow (IVR flow) from the database 300, and plays corresponding voice to the incoming call terminal 100 according to the execution flow. The following is described in detail in connection with the scenario illustrated in fig. 1.
Fig. 2 shows a flow chart of a call center IVR flow determination method. The method for determining the call center IVR flow specifically includes step S100, step S200, step S300 and step S400. In step S100, the server 200 receives a channel number input by the incoming terminal 100; in step S200, the server 200 determines a process number corresponding to the incoming terminal 100 according to the channel number; in step S300, the server 200 matches the flow number in a database 300 to obtain an execution flow corresponding to the flow number, where the execution flow includes a play file; in step S400, the server 200 obtains a playing audio according to the playing file in the execution flow, and plays the playing audio to the incoming call terminal 100.
Referring to fig. 3, before step S100, the method further includes: step 101, obtaining an incoming number of the incoming terminal 100; 102, obtaining a prompt audio for prompting to input the channel number according to the incoming number matching; step 103, playing the prompt audio in the incoming call terminal 100. After establishing a communication connection with the incoming call terminal 100, the server 200 can obtain the incoming call number corresponding to the incoming call terminal 100. The server 200 obtains a prompt audio according to the obtained incoming number matching. Specifically, the server 200 prestores user information and prompt tones for each incoming call number, the user information includes the age and gender of the user 400, and different prompt tones are selected according to the age and gender, for example: when the user 400 is older than 60 years, the alert audio with the slower rate of play is selected. When the gender of the user 400 is male, a prompt audio called mr. is selected. The server 200 obtains the alert audio according to the user 400 information of the user 400, and then plays the alert audio to the incoming call terminal 100.
Referring to fig. 4, fig. 4 is a flowchart illustrating a process number determined to correspond to the incoming call terminal 100. Step S200 specifically includes the following steps: step S201, acquiring a call number of the incoming terminal 100; step S202, obtaining a historical call record of the call number according to the call number; step S203, obtaining the call interval time between all adjacent two historical calls in the historical call record; step S204, judging whether the call interval time is greater than a preset interval threshold value: step S205, if yes, matching the channel number with the general flow number; and S206, if not, matching the channel number with the simple flow number. The channel numbers are a string of decimal numbers received in a preset time period, each channel number corresponds to one class of service of the call center, multiplexing of one number can be realized by setting a plurality of channel numbers, and number resources of the call center are saved.
In step S202, the server 200 obtains a history call record corresponding to the obtained call number, and the history call record may be pre-stored in the user 400 information in the server 200, so as to speed up the processing speed of the server 200. In step S203, the server 200 obtains the call interval time between all the adjacent two history calls in the history call record. In step 204, the server 200 determines whether the call interval time is greater than a preset interval threshold, where the interval threshold may be 10min, 20min, or 5 min: if so, matching the channel number with the general flow number; and if not, matching the channel number with the simple flow number. When the call interval time is less than the interval threshold, it indicates that the urgency of the incoming call of the user 400 is higher.
The process numbers include simple process numbers and general process numbers, and each channel number is associated with one of the simple process numbers and one of the general process numbers. The contents of the execution flows corresponding to the simple flow number and the general flow number are different, the execution flow corresponding to the simple flow number is a simple execution flow, and the general flow number corresponds to a general execution flow. The content in each execution flow may be configured through a configuration page. The playing file in the general execution flow is different from the playing file in the simple execution flow, and the content and the information in the playing file in the general execution flow are more comprehensive.
In some embodiments, the configuration page for the simple execution flow may be dynamically configured by the user 400, and may set: working time: whether the working time, the working time range, the working day (1-7 can be selected more without a separator), the holiday and the overtime day exist; working time voice and media content (first playing file); the type of the working time node; fourthly, the switching type and the switching number of the working time (the flow number of the next execution flow); voice and media content (second playing file) in non-working time; non-working time node type; sixthly, the non-working time switching type and the switching number (the flow number of the next execution flow).
In some embodiments, the general execution flow may also be configured by the user 400: working time: whether the working time, the working time range, the working day (1-7 can be selected more without a separator), the holiday and the overtime day exist; working time voice and media content (first playing file); the type of the working time node; fourthly, the switching type and the switching number of the working time (the flow number of the next execution flow); voice and media content (second playing file) in non-working time; non-working time node type; sixthly, the non-working time switching type and the switching number (the flow number of the next execution flow).
In some embodiments, after the step S100 and before the step S200, the method further includes: detecting whether the channel number is greater than a preset judgment threshold value: if the channel number is greater than the judgment threshold, playing a warning audio prompting to input the channel number again with the incoming call terminal 100; if the channel number is less than or equal to the judgment threshold, go to step S200. The resources of the call center are limited, and when the channel number input by the user 400 through the call terminal is wrong, if the server 200 of the call center still performs matching of the flow number through the channel number, a large amount of calculation resources are wasted. Upon receiving the channel number, the server 200 detects whether the channel number is greater than a predetermined threshold, which is the maximum possible number of bits of the channel number. If the channel number is greater than the judgment threshold, playing a warning audio prompting to input the channel number again with the incoming call terminal 100; if the channel number is less than or equal to the judgment threshold, go to step S200, and execute step 200.
Referring to fig. 5, the playing files include a first playing file and a second playing file, and the step S400 specifically includes the following steps: step S401, judging whether the current time is in the working period: step S402, if the current time is within the working period, obtaining the played audio according to the first played file, and playing the played audio to the incoming call terminal 100; step S403, if the current time is not within the working time period, obtaining the played audio according to the second played file, and playing the played audio to the incoming call terminal 100. In step S300, the server 200 matches the flow number in a database 300 to obtain an execution flow corresponding to the flow number, where the flow number may be a simple flow number or a general flow number, and the execution flow (simple execution flow or general execution flow) may be obtained by matching according to the flow number. After obtaining the execution flow, the server 200 performs step S401 (determining whether the current time is within the working period), and if the current time is within the working period, obtains the played audio according to the first played file, and plays the played audio to the incoming call terminal 100 (step S402); if the current time is not within the working time period, the playing audio is obtained according to the second playing file, and the playing audio is played to the incoming call terminal 100 (step S403). The first playing file and the second playing file may include address information for playing audio. And obtaining the playing audio according to the first playing file, namely obtaining the playing audio according to the address in the first playing file. And obtaining the playing audio according to the second playing file, namely obtaining the playing audio according to the address in the second playing file. The first playing file and the second playing file include different information, and during the non-working period, the second playing file includes emergency processing information so that the user 400 can find out related personnel in time.
In some embodiments, after step S400, the method further includes: detecting whether the execution flow comprises the flow number of the next execution flow: if the execution flow includes the flow number of the next execution flow, matching the flow number of the next execution flow in the database 300 to obtain an execution flow corresponding to the flow number of the next execution flow; obtaining a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal 100; if the execution flow does not include the flow number of the next execution flow, a default audio is played to the incoming call terminal 100. If each execution flow has the flow number of the next execution flow, the execution flows can be sequentially executed until the direct-current flow without the flow number of the next execution flow.
In accordance with one aspect of the present invention, a call center IVR flow determination system 500 is provided.
Referring to fig. 6, the call center IVR flow determination system 500 includes: a channel receiving module 501 receiving a channel number input by the incoming terminal 100; a number search module 502, which determines a process number corresponding to the incoming call terminal 100 according to the channel number; the process searching module 503 matches the process number in a database 300 to obtain an execution process corresponding to the process number, where the execution process includes a playing file; the execution module 504 obtains a playing audio according to the playing file in the execution flow, and plays the playing audio to the incoming call terminal 100.
The call center IVR flow determination system further comprises: the prompt module 505 is configured to obtain an incoming number of the incoming terminal 100, obtain a prompt audio for prompting to input the channel number according to the incoming number matching, and play the prompt audio on the incoming terminal 100.
According to one aspect of the invention, the invention provides a call center IVR flow determination device, which comprises: a processor; a memory having stored therein executable instructions of the processor; wherein the processor is configured to perform the steps of the call center IVR flow determination method described above via execution of the executable instructions.
Referring to fig. 7, fig. 7 is a schematic view of the configuration of the incoming call distribution apparatus of the present invention. An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 7. The electronic device 600 shown in fig. 7 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 7, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one memory unit 620, a bus 630 connecting the different platform components (including the memory unit 620 and the processing unit 610), a display unit 640, etc.
Wherein the storage unit stores program code executable by the processing unit 610 to cause the processing unit 610 to perform steps according to various exemplary embodiments of the present invention described in the above-mentioned electronic prescription flow processing method section of the present specification. For example, processing unit 610 may perform the steps as shown in fig. 2.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage platforms, to name a few.
According to an aspect of the invention, a computer readable storage medium is used for storing a program, and the program is executed to realize the steps of the call center IVR flow determination method.
Fig. 8 is a schematic structural diagram of a computer-readable storage medium of the present invention. Referring to fig. 8, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be run on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
A computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
To sum up, the call center IVR flow determination method, system, device and storage medium of the present invention can timely and accurately match the corresponding IVR flow according to the channel number transmitted from the incoming call terminal, and can realize multiple multiplexing of the same number through multiple channel numbers, thereby improving the utilization efficiency of number resources and reducing the cost.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (9)
1. A method for determining call center IVR flow is characterized by comprising the following steps:
a. receiving channel numbers transmitted by an incoming terminal, wherein each channel number corresponds to one type of service of a call center;
b. determining a process number corresponding to the incoming call terminal according to the channel number;
c. matching in a database according to the process number to obtain an execution process corresponding to the process number, wherein the execution process comprises a playing file;
d. obtaining a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal;
the process numbers include simple process numbers and general process numbers, each channel number is associated with one simple process number and one general process number, and the step b specifically includes the following steps:
acquiring a calling number of the incoming terminal;
obtaining a historical call record of the call number according to the call number;
obtaining the call interval time between all two adjacent historical calls in the historical call record;
judging whether the call interval time is greater than a preset interval threshold value:
if so, matching the channel number with the general flow number, wherein the general flow number corresponds to a general execution flow;
if not, matching the channel number with the simple flow number, wherein the execution flow corresponding to the simple flow number is a simple execution flow, the playing file in the general execution flow is different from the playing file in the simple execution flow, and the content and the information in the playing file in the general execution flow are more comprehensive;
after the step d, the method further comprises the following steps:
detecting whether the execution flow comprises the flow number of the next execution flow:
if the execution flow contains the flow number of the next execution flow, matching the flow number of the next execution flow in the database to obtain an execution flow corresponding to the flow number of the next execution flow;
obtaining a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal;
if the execution flow does not contain the flow number of the next execution flow, playing a default audio to the incoming call terminal;
and if the execution flow does not contain the flow number of the next execution flow, switching the incoming call link of the incoming call terminal to the artificial telephone.
2. The method for determining call center IVR flow according to claim 1, wherein said step a is preceded by:
obtaining an incoming number of the incoming terminal;
obtaining a prompt audio for prompting to input the channel number according to the incoming number matching;
and playing the prompt audio in the incoming call terminal.
3. The method for determining call center IVR flow according to claim 1, further comprising after step a and before step b:
detecting whether the channel number is greater than a preset judgment threshold value:
if the channel number is larger than the judgment threshold value, playing a warning audio prompting to input the channel number again for the incoming call terminal;
and if the channel number is less than or equal to the judgment threshold value, turning to the step b.
4. The method of claim 1, in which the channel number is a string of decimal numbers received over a predetermined period of time.
5. The method for determining the IVR process of the call center according to claim 1, wherein the playing files include a first playing file and a second playing file, and the step d specifically includes the following steps:
judging whether the current moment works in the working period:
if the current moment is within the working time interval, obtaining the playing audio according to the first playing file, and playing the playing audio to the incoming call terminal;
and if the current moment is not in the working time interval, obtaining the playing audio according to the second playing file, and playing the playing audio to the incoming call terminal.
6. A call center IVR flow determination system, comprising:
the channel receiving module is used for receiving channel numbers transmitted by the incoming terminal, and each channel number corresponds to one type of service of the call center;
the serial number searching module is used for determining a process serial number corresponding to the incoming call terminal according to the channel number;
the flow searching module is used for obtaining an execution flow corresponding to the flow number according to the matching of the flow number in a database, wherein the execution flow comprises a playing file;
the execution module is used for obtaining a playing audio according to the playing file in the execution flow and playing the playing audio to the incoming call terminal;
the process numbers include simple process numbers and general process numbers, each channel number is associated with one simple process number and one general process number, and the step b specifically includes the following steps:
acquiring a calling number of the incoming terminal;
obtaining a historical call record of the call number according to the call number;
obtaining the call interval time between all two adjacent historical calls in the historical call record;
judging whether the call interval time is greater than a preset interval threshold value:
if so, matching the channel number with the general flow number, wherein the general flow number corresponds to a general execution flow;
if not, matching the channel number with the simple flow number, wherein the execution flow corresponding to the simple flow number is a simple execution flow, the playing file in the general execution flow is different from the playing file in the simple execution flow, and the content and the information in the playing file in the general execution flow are more comprehensive;
after the step d, the method further comprises the following steps:
detecting whether the execution flow comprises the flow number of the next execution flow:
if the execution flow contains the flow number of the next execution flow, matching the flow number of the next execution flow in the database to obtain an execution flow corresponding to the flow number of the next execution flow;
obtaining a playing audio according to the playing file in the execution flow, and playing the playing audio to the incoming call terminal;
if the execution flow does not contain the flow number of the next execution flow, playing a default audio to the incoming call terminal;
and if the execution flow does not contain the flow number of the next execution flow, switching the incoming call link of the incoming call terminal to the artificial telephone.
7. The call center IVR flow determination system of claim 6, further comprising:
and the prompting module is used for acquiring the incoming number of the incoming terminal, acquiring a prompting audio for prompting to input the channel number according to the incoming number matching, and playing the prompting audio on the incoming terminal.
8. A call center IVR flow determination device, comprising:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the call center IVR flow determination method of any of claims 1-5 via execution of the executable instructions.
9. A computer readable storage medium storing a program which when executed performs the steps of the call center IVR flow determination method of any of claims 1 to 5.
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