CN109040491B - Hanging-up behavior processing method and device, computer equipment and storage medium - Google Patents
Hanging-up behavior processing method and device, computer equipment and storage medium Download PDFInfo
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- CN109040491B CN109040491B CN201811130251.6A CN201811130251A CN109040491B CN 109040491 B CN109040491 B CN 109040491B CN 201811130251 A CN201811130251 A CN 201811130251A CN 109040491 B CN109040491 B CN 109040491B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/54—Arrangements for diverting calls for one subscriber to another predetermined subscriber
Abstract
The invention provides a method and a device for processing an on-hook behavior, computer equipment and a storage medium, wherein a first seat end capable of responding to a call request can be determined by receiving a pass request initiated by a client, the call request is sent to the first seat end, when the answering event of the first seat end aiming at the client is monitored, seat programming information of the first seat end is recorded, when the on-hook event of the first seat end aiming at the client is monitored, the content of the seat programming information is judged, if the seat programming information is row programming, the on-hook operation of the client can be executed, if the seat programming information is outsourcing, a second seat end capable of responding to the call request is determined, and the call request is sent to the second seat end of which the programming information is row programming. According to the invention, the switching function can be realized under the condition that the first seat end is the outsourcing seat, so that the switching operation is realized for the client.
Description
Technical Field
The present invention relates to the field of information processing technologies, and in particular, to a method and an apparatus for processing an on-hook behavior, a computer device, and a storage medium.
Background
In the surface signing process of the current automobile financial loan industry, an agent uses a telephone control to realize online surface signing on a client. Because the service volume of the surface labels is larger, the outsourcing seat is added on the basis of the line editing seat of the bank so as to share the workload of the line editing seat.
In order to ensure the smooth proceeding of the face sign service, the authority set by the bank for the outsourcing seat is small, only the primary auditing duty of the face sign service can be carried out, and after the primary auditing of the outsourcing seat is completed, the seat is required to be edited for the customer switching bank to carry out the reexamination work. However, the telephone control used by the agent currently has only two functions of answering and hanging up, and cannot be realized as a switching function of the client.
Disclosure of Invention
The invention aims to provide a method and a device for processing an on-hook behavior, a computer device and a storage medium, which are used for solving the problems in the prior art.
In order to achieve the above object, the present invention provides a method for processing an on-hook behavior, comprising the following steps:
step 01, receiving a call request initiated by a client;
step 02, determining a first seat end capable of responding to the call request according to the call request;
step 03, sending the call request to the first seat end;
step 04, recording the agent compiling information of the first agent end when the answering event of the first agent end aiming at the client side is monitored;
step 05, when the first agent end monitors the hang-up event aiming at the client, judging the content of the agent compiling information, and if the agent compiling information is a line compiling, executing step 06; if the seat establishment information is outsourcing, executing the step 07;
step 06, performing on-hook operation on the client;
step 07, determining a second seat end capable of responding to the call request, and sending the call request to the second seat end; and the compiling information of the second seat end is row compiling.
Further, step 02 includes:
determining an idle seat end in an idle state;
and selecting one of the idle seat ends according to a preset first allocation rule, and determining the idle seat end as the first seat end.
Further, the first allocation rule includes: and preferentially distributing the content of the seat editing information as an idle seat end of the line editing.
Further, the first allocation rule includes: and preferentially distributing the idle seat end with long time period in the idle state.
Further, the determining a second agent end capable of responding to the call request includes:
determining a row-knitting seat end which is in an idle state and the knitting information is row knitting;
and selecting one seat end from the row of seat editing ends according to a preset third distribution rule and determining the seat end as the second seat end.
Further, the third allocation rule includes: and preferentially distributing the line-editing seat end in the idle state with long time period.
Further, the air conditioner is provided with a fan,
further comprising: determining first identification information of the client, determining second identification information of an agent end answering the client, and recording the corresponding relation between the first identification information and the second identification information;
further comprising: and when the call request of the client side with the first identification information is received again, sending the call request of the client side received again to an agent side with second identification information according to the corresponding relation.
In order to achieve the above object, the present invention further provides an on-hook behavior processing apparatus, including:
the call request receiving module is used for receiving a call request initiated by a client;
the first seat end determining module is used for determining a first seat end capable of responding to the call request according to the call request;
the first sending module is used for sending the call request to the first seat end;
the recording module is used for recording the agent compiling information of the first agent end when the answering event of the first agent end aiming at the client side is monitored;
the judging module is used for judging the content of the agent compiling information when the first agent end monitors the on-hook event aiming at the client, and triggering the operation of the on-hook processing module if the agent compiling information is a line compiling; if the seat establishment information is outsourced, triggering the operation of a second seat end determination module;
the on-hook processing module is used for executing on-hook operation on the client;
the second seat end determining module is used for determining a second seat end capable of responding to the call request and triggering the operation of the second sending module;
the second sending module is configured to send the call request to the second agent end; and the compiling information of the second seat end is row compiling.
To achieve the above object, the present invention further provides a computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, the processor implementing the steps of the above method when executing the computer program.
To achieve the above object, the present invention also provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program is configured to implement the steps of the above method when executed by a processor.
According to the on-hook behavior processing method, the on-hook behavior processing device, the computer equipment and the storage medium, a first seat end capable of responding to a call request can be determined by receiving a pass request initiated by a client, the call request is sent to the first seat end, seat establishment information of the first seat end is recorded when the answer event of the first seat end aiming at the client is monitored, the content of the seat establishment information is judged when the on-hook event of the first seat end aiming at the client is monitored, on-hook operation of the client can be executed if the seat establishment information is row establishment, a second seat end capable of responding to the call request is determined if the seat establishment information is outsourcing, and the call request is sent to the second seat end with the establishment information as row establishment. According to the invention, the switching function can be realized under the condition that the first seat end is the outsourcing seat, so that the switching operation is realized for the client.
Drawings
FIG. 1 is a flowchart of a first embodiment of a method for handling an on-hook behavior according to the present invention;
FIG. 2 is a schematic diagram of program modules of a first embodiment of an on-hook behavior processing apparatus according to the present invention;
fig. 3 is a schematic diagram of a hardware structure of a first embodiment of an on-hook behavior processing apparatus according to the present invention.
Detailed Description
In order to make the objects, technical solutions and advantages of the present invention more apparent, the present invention is described in further detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are merely illustrative of the invention and are not intended to limit the invention. 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 invention provides a method and a device for processing an on-hook behavior, computer equipment and a storage medium, which are suitable for the technical field of information processing and are used for realizing a switching function for outsourcing an agent under the condition that a telephone control used by the agent end has no switching function. The method and the device can determine a first seat end capable of responding to the call request by receiving a pass request initiated by a client, and send the call request to the first seat end, record seat establishment information of the first seat end when monitoring the answering event of the first seat end aiming at the client, judge the content of the seat establishment information when monitoring the hang-up event of the first seat end aiming at the client, if the seat establishment information is a line establishment, the hang-up operation of the client can be executed, if the seat establishment information is an outsourcing, a second seat end capable of responding to the call request is determined, and send the call request to the second seat end of which the establishment information is a line establishment. According to the invention, the switching function can be realized under the condition that the first seat end is the outsourcing seat, so that the switching operation is realized for the client.
Example one
Referring to fig. 1, a method for processing an on-hook behavior according to this embodiment includes the following steps:
step 01, receiving a call request initiated by a client.
When a client transacts loan face signing, a corresponding telephone control needs to be downloaded from the client so as to carry out line face signing between the telephone control and an agent.
When the client performs the on-line sign operation by using the telephone control, the client can initiate a call request according to the indication operation of the telephone control.
And step 02, determining a first seat end capable of responding to the call request according to the call request.
When a call request is received, a service type corresponding to the call request may be determined, for example, according to a click operation of a client on a client, it may be determined that the call request is for transacting a loan appointment service.
In this embodiment, the agents that can respond to the call request are all the agents that can handle the loan signature service, including the editing agents and the outsourcing agents, that are currently online. In order to determine the first agent end capable of responding to the pass request, at least two ways can be used:
and (2-1) directly selecting one agent from all agents which can handle the loan signpost service and are on line at present, and taking the selected agent as a first agent end.
And (2-2) determining idle seat ends in an idle state, and selecting one of the idle seat ends according to a preset first allocation rule to determine the idle seat end as the first seat end.
In the two manners, for the manner (2-1), the agent selected as the first agent end may be randomly selected, but among all the agents capable of handling the loan face signing service, there is an agent that is handling the service, and if the agent is randomly selected and allocated and the first agent end that is randomly allocated is handling the service, the client needs to wait for a long time period before the client can handle the service, so that the client time is wasted, and the client experience is affected.
In both of the above modes, the mode (2-2) can avoid the mode (2-1) being assigned to the agent handling the service.
When determining whether the seat end is in an idle state or a busy state, the idle state and the busy state can be identified by using the work identifier, wherein the work identifier can use '0' and '1', when the work identifier is '0', the working state of the seat end is indicated to be in an idle state, and when the work identifier is '1', the working state of the seat end is indicated to be in a busy state. Specifically, when the seat end is in a state of answering a call, the seat end modifies the working identifier to "1", and when the seat end performs an on-hook operation on the answered call, the seat end modifies the working identifier to "0".
In this embodiment, the first allocation rule may include at least the following:
(2-A) random allocation.
And (2-B) preferentially allocating the idle seat end with long time period in the idle state.
And (2-C) preferentially distributing the content of the seat programming information to be an idle seat end of the line programming.
For the above (2-a), the random allocation has the advantage of simple and fast allocation, and the disadvantage is that the service may be allocated again to the seat end which has just performed the on-hook operation, and the service cannot be allocated late to the seat end which has been in the idle state for a long time, thereby causing the problem of uneven workload allocation.
For the above content (2-B), the time period in which the seat is in the idle state may be determined by the recorded idle time period, after the seat performs the on-hook operation on the client, the seat end modifies the working identifier to "0", and records the time point at this time, and when the time period in which the seat is in the idle state is determined, the time period in which the seat is in the idle state is preferentially allocated may be determined according to the recorded time point and the current time point.
For the above content (2-C), since the agent organization information of the agent end includes the line organization and the outsourcing, the authority of the outsourcing agent is small, only the primary review operation on the client can be executed, and the review operation needs to be completed by the line organization agent, if the first agent end selects the outsourcing agent, then the line organization agent needs to be subsequently redistributed to complete the review operation, and therefore, in order to reduce the complexity of the redistribution operation, the first distribution rule can preferentially distribute the content of the agent organization information to be the idle agent end of the line organization when the first agent end is selected.
Further, when the idle agent end assigned to the agent organization information for line organization is selected, the idle agent end with a long time period for assigning the idle state is preferentially selected.
In the present embodiment, the manner (2-2) is selected as the manner of determining the first client, according to the above two manners.
And step 03, sending the call request to the first seat end.
And sending the call request to the first seat end, wherein the first seat end can remind the seat of call access.
In this embodiment, after the first agent end receives the call request, there may be a case that the first agent end does not answer the call of the client, for this case, a call request time period may be preset, for example, 10s, a time point at this time is recorded after the call request is sent to the first agent end, and when it is determined that the current time period from sending the call request reaches the call request time period, the first agent end needs to be determined again. When the first seat end is determined again, the first seat end which does not answer the call request within the overtime needs to be removed.
And 04, recording the agent compiling information of the first agent end when the answering event of the first agent end aiming at the client side is monitored.
In this embodiment, in order to determine whether the first agent terminal performs an answering operation for the client, the answering operation may be implemented by monitoring a state of the working identifier, and specifically, when it is monitored that the working identifier is modified to "1" by the first agent terminal, it is determined that an answering event of the first agent terminal for the client is monitored.
When it is determined that the answering event of the first agent end for the client is monitored, agent compiling information of the first agent end needs to be acquired, wherein the agent compiling information can be directly acquired through the information of the first agent end recorded in the system, or the agent compiling information can be sent to the on-hook behavior processing device after the first agent end answers. The transmission of the agent programming information can be realized through enterprise service bus transmission.
In this embodiment, the content of the agent organization information includes: and (5) line weaving and outsourcing.
Step 05, when the first agent end monitors the hang-up event aiming at the client, judging the content of the agent compiling information, and if the agent compiling information is a line compiling, executing step 06; and if the seat establishment information is outsourced, executing the step 07.
In this embodiment, in order to determine whether the first agent performs an on-hook operation for the client, the on-hook operation may be implemented by monitoring a state of the working identifier, and specifically, when it is monitored that the working identifier is modified to "0" by the first agent, it is determined that an on-hook event of the first agent for the client is monitored. Or, the determination may be made according to whether the on-hook parameter sent by the first agent end is received.
Because the authority of the outsourcing seat is small, the outsourcing seat needs to be transferred to the editing seat for reexamination after the outsourcing seat is subjected to primary audit, and the existing seat end has no transfer function, so that whether the transfer is needed or not can be determined by judging the content of the editing information of the seat.
And step 06, performing hang-up operation on the client, and ending.
Step 07, determining a second seat end capable of responding to the call request, and sending the call request to the second seat end; and the compiling information of the second seat end is row compiling.
When the agent organization information of the first agent end is determined to be outsourced, the call request needs to be forwarded to the line organization agent continuously. In order to determine the second agent end capable of responding to the call request, the determination can be performed in at least two ways:
and (7-1) directly selecting one seat from all seats which can handle the loan receipt service and whose organization information is organized on line at present, and using the selected seat as a second seat end.
And (7-2) determining the line coding seat end which is in the idle state and the coding information of which is line coding, selecting one seat end from the line coding seat ends according to a preset second distribution rule, and determining the seat end as the second seat end.
According to the method (7-1), the agent selected as the second agent end can be randomly selected, but the agent in service exists in all the agents which can handle the loan receipt service and are compiled into a row, if the agent is randomly selected and distributed and the second agent end which is randomly distributed is in service, the client needs to wait for a long time period to be able to handle, so that the client time is wasted, and the client experience is influenced.
With respect to the mode (7-2), the agents assigned to the transacting business in the mode (7-1) can be avoided.
The manner of determining whether the agent end is in the idle state or the busy state is the same as the manner (2-2) in step 02, and is not described herein again.
In this embodiment, the second allocation rule may include at least the following:
(7-A) random allocation.
And (7-B) preferentially allocating the line editing seat end in the idle state with the long time period.
For the above (7-a), the random allocation has the advantage of simple and fast allocation, and the disadvantage is that the service may be allocated again to the seat end which has just performed the on-hook operation, and the service cannot be allocated late to the seat end which has been in the idle state for a long time, thereby causing the problem of uneven workload allocation.
For the above content (7-B), the time period in which the seat is in the idle state may be determined by the recorded idle time period, after the seat performs the on-hook operation on the client, the seat end modifies the working identifier to "0", and records the time point at this time, and when the time period in which the seat is in the idle state is determined, the seat end with the long time period in the idle state may be preferentially allocated according to the recorded time point and the current time point.
In the present embodiment, the manner (7-2) is selected as the manner of determining the second client, according to the above-described two manners.
In this embodiment, the second agent end is used to implement a review operation on the client. After the call request is sent to the second agent, there may be a case where the second agent does not answer the call of the client, for this case, a call request time period may be preset, for example, 10s, a time point at this time is recorded after the call request is sent to the second agent, and when it is determined that the current time period from the sending of the call request reaches the call request time period, the second agent needs to be determined again. When the second agent end is determined again, the second agent end which does not answer the call request within the overtime needs to be removed.
Further, after the step 07, the subsequent operation process is the same as that in the step 04-05, when the hang-up event of the second agent end for the client is monitored, the second agent end can be determined to be the row code by judging the code information of the second agent end, and then the hang-up operation for the client is executed.
In an embodiment of the present invention, during a call between an agent and a client, an on-hook operation between the agent and the client may be caused by network abnormality and other behaviors, and the following two cases may be included for this problem:
the first condition is as follows: the first agent end and the client end cause the on-hook operation of the first agent end to the client end due to network abnormity and other behaviors.
Case two: and the second agent end and the client end cause the on-hook operation of the first agent end to the client end due to network abnormality and other behaviors.
In either case, the normal flow is realized according to steps 01 to 07 in the present embodiment. If a call request of the client is received again, the on-hook operation may be generated due to network abnormality and the like, and the client may only initiate the call request again, so as to facilitate handling of the sign-on service for the client, in this embodiment, the method may further include: determining first identification information of the client, determining second identification information and answering time point of an agent end answering the client, and recording the corresponding relation between the first identification information, the second identification information and the answering time point.
The first identification information of the client may be login information, such as a user name and a user number, when the client logs in the phone control of the client. The second identification information of the agent end of the answering client may be login information of the agent, for example, an agent number.
The seat end of the answering client can be a first seat end or a second seat end.
And when the call request of the client is received again, sending the call request of the client received again to a seat end which answers the client for the last time according to the corresponding relation.
If the agent end of the last receiving client end does not receive the call request of the client end, the agent end can be distributed to the call request of the client end again.
In this embodiment, a first seat end capable of responding to a call request can be determined by receiving a pass request initiated by a client, and the call request is sent to the first seat end, when an answering event of the first seat end for the client is monitored, seat establishment information of the first seat end is recorded, when an on-hook event of the first seat end for the client is monitored, content of the seat establishment information is judged, if the seat establishment information is a row establishment, an on-hook operation for the client can be executed, if the seat establishment information is an outsource, a second seat end capable of responding to the call request is determined, and the call request is sent to the second seat end whose establishment information is a row establishment. According to the invention, the switching function can be realized under the condition that the first seat end is the outsourcing seat, so that the switching operation is realized for the client.
With continued reference to fig. 2, a device for handling an on-hook behavior is shown, in this embodiment, the device 10 for handling an on-hook behavior may include or be divided into one or more program modules, and the one or more program modules are stored in a storage medium and executed by one or more processors to implement the present invention and implement the method for handling an on-hook behavior. The program module referred to in the present invention means a series of computer program instruction segments capable of performing a specific function, and is more suitable than the program itself for describing the execution process of the on-hook behavior processing apparatus 10 in the storage medium. The following description will specifically describe the functions of the program modules of the present embodiment:
a call request receiving module 11, configured to receive a call request initiated by a client;
a first seat end determining module 12, configured to determine, according to the call request, a first seat end that can respond to the call request;
a first sending module 13, configured to send the call request to the first agent end;
the recording module 14 is configured to record the agent compiling information of the first agent end when the answer event of the first agent end for the client is monitored;
the judging module 15 is configured to judge the content of the agent scheduling information when an on-hook event of the first agent terminal for the client is monitored, and trigger an operation of the on-hook processing module 16 if the agent scheduling information is a row scheduling; if the seat programming information is outsourced, triggering the operation of a second seat end determining module 17;
the hang-up processing module 16 is configured to perform a hang-up operation on the client;
the second agent end determining module 17 is configured to determine a second agent end capable of responding to the call request, and trigger an operation of a second sending module;
the second sending module 18 is configured to send the call request to the second agent end; and the compiling information of the second seat end is row compiling.
Further, in an embodiment of the present invention, the first agent end determining module 12 is specifically configured to: determining an idle seat end in an idle state; and selecting one of the idle seat ends according to a preset first allocation rule, and determining the idle seat end as the first seat end.
Further, in an embodiment of the present invention, the second agent end determining module 17 is specifically configured to: determining a row-knitting seat end which is in an idle state and the knitting information is row knitting; and selecting one seat end from the row of seat editing ends according to a preset second distribution rule to determine the seat end as the second seat end.
Further, in an embodiment of the present invention, the method may further include: the corresponding relation recording module is used for determining first identification information of the client, determining second identification information and answering time points of an agent end answering the client, and recording corresponding relations between the first identification information, the second identification information and the answering time points;
may further include: and the third sending module is used for sending the call request of the client received again to the seat end which answers the client for the last time according to the corresponding relation when the call request of the client is received again.
The embodiment also provides a computer device, such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a rack server, a blade server, a tower server or a rack server (including an independent server or a server cluster composed of a plurality of servers) capable of executing programs, and the like. The computer device 20 of the present embodiment includes at least, but is not limited to: a memory 21, a processor 22, which may be communicatively coupled to each other via a system bus, as shown in FIG. 3. It is noted that fig. 3 only shows the computer device 20 with components 21-22, but it is to be understood that not all shown components are required to be implemented, and that more or fewer components may be implemented instead.
In the present embodiment, the memory 21 (i.e., a readable storage medium) includes a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, and the like. In some embodiments, the storage 21 may be an internal storage unit of the computer device 20, such as a hard disk or a memory of the computer device 20. In other embodiments, the memory 21 may also be an external storage device of the computer device 20, such as a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash memory Card (Flash Card), or the like, provided on the computer device 20. Of course, the memory 21 may also include both internal and external storage devices of the computer device 20. In this embodiment, the memory 21 is generally used for storing an operating system and various application software installed in the computer device 20, such as the program codes of the on-hook behavior processing apparatus 10 in the first embodiment. Further, the memory 21 may also be used to temporarily store various types of data that have been output or are to be output.
Processor 22 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data Processing chip in some embodiments. The processor 22 is typically used to control the overall operation of the computer device 20. In this embodiment, the processor 22 is configured to run the program code stored in the memory 21 or process data, for example, run the hanging behavior processing apparatus 10, so as to implement the hanging behavior processing method according to the first embodiment.
The present embodiment also provides a computer-readable storage medium, such as a flash memory, a hard disk, a multimedia card, a card-type memory (e.g., SD or DX memory, etc.), a Random Access Memory (RAM), a Static Random Access Memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a magnetic disk, an optical disk, a server, an App application mall, etc., on which a computer program is stored, which when executed by a processor implements corresponding functions. The computer-readable storage medium of the present embodiment is used for storing the on-hook behavior processing apparatus 10, and when being executed by a processor, the computer-readable storage medium implements the on-hook behavior processing method of the first embodiment.
The above-mentioned serial numbers of the embodiments of the present invention are merely for description and do not represent the merits of the embodiments.
Through the above description of the embodiments, those skilled in the art will clearly understand that the method of the above embodiments can be implemented by software plus a necessary general hardware platform, and certainly can also be implemented by hardware, but in many cases, the former is a better implementation manner.
The above description is only a preferred embodiment of the present invention, and not intended to limit the scope of the present invention, and all modifications of equivalent structures and equivalent processes, which are made by using the contents of the present specification and the accompanying drawings, or directly or indirectly applied to other related technical fields, are included in the scope of the present invention.
Claims (10)
1. A method for processing an on-hook behavior is characterized by comprising the following steps:
step 01, receiving a call request initiated by a client;
step 02, determining a first seat end capable of responding to the call request according to the call request;
step 03, sending the call request to the first seat end;
step 04, recording the agent compiling information of the first agent end when the answering event of the first agent end aiming at the client side is monitored;
step 05, when the first agent end monitors the hang-up event aiming at the client, judging the content of the agent compiling information, and if the agent compiling information is a line compiling, executing step 06; if the seat establishment information is outsourcing, executing the step 07;
step 06, performing on-hook operation on the client;
step 07, determining a second seat end capable of responding to the call request, and sending the call request to the second seat end; and the compiling information of the second seat end is row compiling.
2. The on-hook behavior processing method according to claim 1, wherein step 02 comprises:
determining an idle seat end in an idle state;
and selecting one of the idle seat ends according to a preset first allocation rule, and determining the idle seat end as the first seat end.
3. The on-hook behavior processing method according to claim 2, wherein the first allocation rule comprises: and preferentially distributing the content of the seat editing information as an idle seat end of the line editing.
4. The on-hook behavior processing method according to claim 2, wherein the first allocation rule comprises: and preferentially distributing the idle seat end with long time period in the idle state.
5. The method according to claim 1, wherein the determining a second agent end capable of responding to the call request comprises:
determining a row-knitting seat end which is in an idle state and the knitting information is row knitting;
and selecting one seat end from the row of seat editing ends according to a preset second distribution rule to determine the seat end as the second seat end.
6. The method according to claim 5, wherein the second allocation rule comprises: and preferentially distributing the line-editing seat end in the idle state with long time period.
7. The on-hook behavior processing method according to any of claims 1 to 6,
further comprising: determining first identification information of the client, determining second identification information and answering time points of an agent end answering the client, and recording corresponding relations between the first identification information, the second identification information and the answering time points; the seat end is a first seat end or a second seat end;
further comprising: and when the call request of the client side with the first identification information is received again, sending the call request of the client side received again to a seat side which answers the client side for the last time and has second identification information according to the corresponding relation.
8. An on-hook behavior processing apparatus, comprising:
the call request receiving module is used for receiving a call request initiated by a client;
the first seat end determining module is used for determining a first seat end capable of responding to the call request according to the call request;
the first sending module is used for sending the call request to the first seat end;
the recording module is used for recording the agent compiling information of the first agent end when the answering event of the first agent end aiming at the client side is monitored;
the judging module is used for judging the content of the agent compiling information when the first agent end monitors the on-hook event aiming at the client, and triggering the operation of the on-hook processing module if the agent compiling information is a line compiling; if the seat establishment information is outsourced, triggering the operation of a second seat end determination module;
the on-hook processing module is used for executing on-hook operation on the client;
the second seat end determining module is used for determining a second seat end capable of responding to the call request and triggering the operation of the second sending module;
the second sending module is configured to send the call request to the second agent end; and the compiling information of the second seat end is row compiling.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the steps of the method of any of claims 1 to 7 are implemented by the processor when executing the computer program.
10. A computer-readable storage medium, on which a computer program is stored, which, when being executed by a processor, carries out the steps of the method of any one of claims 1 to 7.
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| CN109840693A (en) * | 2019-01-04 | 2019-06-04 | 平安科技（深圳）有限公司 | It attends a banquet behavior safety monitoring method, device, computer equipment and storage medium |
| CN109903005A (en) * | 2019-01-14 | 2019-06-18 | 平安科技（深圳）有限公司 | Checking method, device, computer equipment and the readable storage medium storing program for executing of face label |
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