CN109101645A - Voice communication forwarding method, device, computer equipment and storage medium - Google Patents
Voice communication forwarding method, device, computer equipment and storage medium Download PDFInfo
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- CN109101645A CN109101645A CN201810955921.1A CN201810955921A CN109101645A CN 109101645 A CN109101645 A CN 109101645A CN 201810955921 A CN201810955921 A CN 201810955921A CN 109101645 A CN109101645 A CN 109101645A
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- 238000004590 computer program Methods 0.000 claims description 15
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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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- G—PHYSICS
- G10—MUSICAL INSTRUMENTS; ACOUSTICS
- G10L—SPEECH ANALYSIS TECHNIQUES OR SPEECH SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING TECHNIQUES; SPEECH OR AUDIO CODING OR DECODING
- G10L15/00—Speech recognition
- G10L15/26—Speech to text systems
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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
- H04M3/4936—Speech interaction details
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- Telephonic Communication Services (AREA)
Abstract
The invention discloses voice communication forwarding method, device, computer equipment and storage mediums.This method comprises: voice communication connection is established in the request of the voice communication according to transmitted by user terminal；The voice messaging in voice communication connection is obtained as voice messaging to be identified, voice messaging to be identified is converted to by text information according to preset voice transitional information；First Series group is matched with text information to the First Series to be matched, the quantity of First Series is judged；If the quantity of First Series is greater than one, matched according to the telephone number of voice communication connection with pre-set business information table to obtain the target service to match with the telephone number series；The target service series obtained according to matching transfers to voice communication connection.By using above-mentioned voice communication forwarding method, it is ensured that connect the accuracy transferred to voice communication, while greatly improved and connect the efficiency transferred to voice communication.
Description
Technical field
The present invention relates to session services field more particularly to a kind of voice communication forwarding method, device, computer equipment and
Storage medium.
Background technique
It is traditional to voice communication connection handle when, be by receive user key information and pre-set business
The key information of classification is matched to carry out switching processing to voice communication connection, or by manually to voice communication connect into
Row switching processing.However in many cases, user does not know whether the business handled needed for it belongs to pre-set categories, causes to use
Family can not select class of service by key information.And when in face of a large amount of voice communications to be processed, using artificial treatment
It is unable to ensure and the accuracy transferred is connected to voice communication, it is lower so as to cause switching treatment effeciency.Therefore existing to language
The forwarding method of sound call connection has that switching is inefficient.
Summary of the invention
The embodiment of the invention provides a kind of voice communication forwarding method, device, computer equipment and storage mediums, it is intended to
Solve the problems, such as that voice communication forwarding method carries out the inefficient of switching processing to voice communication connection in the prior art.
In a first aspect, the embodiment of the invention provides a kind of voice communication forwarding methods comprising:
If receiving the request of voice communication transmitted by user terminal, it is logical that corresponding voice is established according to voice communication request
Words connection；
The voice messaging that user is inputted in acquisition voice communication connection is as voice messaging to be identified, according to preset language
Sound transitional information matches so that voice messaging to be identified is converted to text information the voice messaging to be identified；
Obtained text information is matched according to preset First Series group with obtain in First Series group with text
The First Series that word information matches judge the quantity of the First Series to match with text information；
If the quantity for the First Series that the text information in connecting with voice communication matches is greater than one, according to the voice
Call connection telephone number matched with pre-set business information table with obtain in service information list with the telephone number phase
Matched target service series；
Voice communication is connected into corresponding voice call service of transferring according to the target service series that matching obtains.
Second aspect, the embodiment of the invention provides a kind of voice communication switching devices comprising:
Connection establishment unit of conversing is led to if requesting for receiving voice communication transmitted by user terminal according to voice
Corresponding voice communication connection is established in words request；
Voice messaging converting unit, for obtaining in voice communication connection the voice messaging that is inputted of user as to be identified
Voice messaging matches with by voice messaging to be identified the voice messaging to be identified according to preset voice transitional information
Be converted to text information；
First matching unit, for being matched obtained text information to obtain according to preset First Series group
The First Series to match in First Series group with text information carry out the quantity of the First Series to match with text information
Judgement；
Target service series acquiring unit, if the First Series to match for the text information in being connect with voice communication
Quantity be greater than one, according to the voice communication connect telephone number matched with pre-set business information table to obtain business
The target service series to match in information table with the telephone number；
Call connection adapter unit, the target service series for being obtained according to matching are corresponding by voice communication connection switching
Voice call service.
The third aspect, the embodiment of the present invention provide a kind of computer equipment again comprising memory, processor and storage
On the memory and the computer program that can run on the processor, the processor execute the computer program
Voice communication forwarding method described in the above-mentioned first aspect of Shi Shixian.
Fourth aspect, the embodiment of the invention also provides a kind of storage mediums, wherein the storage medium is stored with calculating
Machine program, it is logical that the computer program makes the processor execute voice described in above-mentioned first aspect when being executed by a processor
Talk about forwarding method.
The embodiment of the invention provides a kind of voice communication forwarding method, device, computer equipment and storage mediums.Pass through
By voice communication connect in converting voice message into text message to be identified, and according to default First Series group to text information
It is matched, is matched in conjunction with the telephone number that pre-set business information table connects voice communication, to realize to voice communication
Voice messaging in connection is identified, and is transferred to voice communication connection, can be avoided nothing due to using artificial treatment
Method accurately and efficiently transfers to voice communication connection, it is ensured that the accuracy transferred is connected to voice communication, simultaneously
It greatly improved and the efficiency transferred is connected to voice communication.
Detailed description of the invention
Technical solution in order to illustrate the embodiments of the present invention more clearly, below will be to needed in embodiment description
Attached drawing is briefly described, it should be apparent that, drawings in the following description are some embodiments of the invention, general for this field
For logical technical staff, without creative efforts, it is also possible to obtain other drawings based on these drawings.
Fig. 1 is the flow diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 2 is the application scenarios schematic diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 3 is the sub-process schematic diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 4 is another flow diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 5 is another sub-process schematic diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 6 is another sub-process schematic diagram of voice communication forwarding method provided in an embodiment of the present invention；
Fig. 7 is the schematic block diagram of voice communication switching device provided in an embodiment of the present invention；
Fig. 8 is the subelement schematic block diagram of voice communication switching device provided in an embodiment of the present invention；
Fig. 9 is another schematic block diagram of voice communication switching device provided in an embodiment of the present invention；
Figure 10 is another subelement schematic block diagram of voice communication switching device provided in an embodiment of the present invention；
Figure 11 is another subelement schematic block diagram of voice communication switching device provided in an embodiment of the present invention；
Figure 12 is the schematic block diagram of computer equipment provided in an embodiment of the present invention.
Specific embodiment
Following will be combined with the drawings in the embodiments of the present invention, and technical solution in the embodiment of the present invention carries out clear, complete
Site preparation description, it is clear that described embodiments are some of the embodiments of the present invention, instead of all the embodiments.Based on this hair
Embodiment in bright, every other implementation obtained by those of ordinary skill in the art without making creative efforts
Example, shall fall within the protection scope of the present invention.
It should be appreciated that ought use in this specification and in the appended claims, term " includes " and "comprising" instruction
Described feature, entirety, step, operation, the presence of element and/or component, but one or more of the other feature, whole is not precluded
Body, step, operation, the presence or addition of element, component and/or its set.
It is also understood that mesh of the term used in this description of the invention merely for the sake of description specific embodiment
And be not intended to limit the present invention.As description of the invention and it is used in the attached claims, unless on
Other situations are hereafter clearly indicated, otherwise " one " of singular, "one" and "the" are intended to include plural form.
It will be further appreciated that the term "and/or" used in description of the invention and the appended claims is
Refer to any combination and all possible combinations of one or more of associated item listed, and including these combinations.
Referring to Fig. 1, Fig. 1 is the flow diagram of voice communication forwarding method provided in an embodiment of the present invention.Fig. 2 is this
The application scenarios schematic diagram for the voice communication forwarding method that inventive embodiments provide.The voice communication forwarding method is applied to management
In server 10, this method is executed by the application software being installed in management server 10, user terminal 20 by with
Management server 10 establish voice communication connection voice messaging is transmitted with realizing.Wherein, management server 10 is use
The enterprise terminal that voice messaging to be identified in connecting to voice communication is handled, user terminal 20 are for for user
The terminal device of input voice information, user terminal 20 have the function of progress voice communication, and user terminal 20 can be plate
Computer, mobile phone, fixed-line telephone or other terminal devices.In addition, more user terminals 20 can be achieved in actual application simultaneously
Multiple voice communications are established with management server 10 to connect.
As shown in Figure 1, the method comprising the steps of S110~S150.
If S110, receiving the request of voice communication transmitted by user terminal, established according to voice communication request corresponding
Voice communication connection.
If receiving the request of voice communication transmitted by user terminal, it is logical that corresponding voice is established according to voice communication request
Words connection.It is to issue voice communication request, management service to management server that user, which dials voice communication by user terminal,
Device is established corresponding voice communication with user terminal according to the voice communication request received and is connected, and voice messaging can pass through language
Sound call, which is connected between user terminal and management server, to be transmitted.
The voice messaging that user is inputted in S120, acquisition voice communication connection is as voice messaging to be identified, according to pre-
If voice transitional information the voice messaging to be identified is matched so that voice messaging to be identified is converted to text information.
The voice messaging that user is inputted in acquisition voice communication connection takes voice communication to connect as voice messaging to be identified
Connecing the voice messaging that middle user is inputted is that user passes through the transmitted voice messaging to management server of user terminal.According to
Preset voice transitional information matches the voice messaging to be identified, and voice messaging to be identified is converted to text letter
Breath.Voice transitional information is the transformation rule for voice messaging to be identified to be converted to text information, wherein voice conversion
Information includes pronunciation information and mapping relations.
In one embodiment, as shown in figure 3, step S120 includes sub-step S121 and S122.
S121, voice messaging to be identified is matched with by language to be identified according to the pronunciation information in voice transitional information
Sound is converted to Pinyin information.
Voice messaging to be identified is matched to turn voice to be identified according to the pronunciation information in voice transitional information
It is changed to Pinyin information.It include the phonetic feature of all Chinese character pronunciations in pronunciation information, by by pronunciation information and voice to be identified
The frequency and tone color of Chinese character pronunciation are matched in information, can be converted to the pronunciation of Chinese character each in voice messaging to be identified
Voice to be identified is converted to Pinyin information to realize by the phonetic that the pronunciation matches.
S122, obtained Pinyin information is matched to believe phonetic according to the mapping relations in voice transitional information
Breath is converted to text information.
Obtained Pinyin information is matched to believe the phonetic according to the mapping relations in voice transitional information
Breath is converted to text information.Mapping relations are relation information corresponding between Pinyin information and text information, by default
Mapping relations obtained Pinyin information can be matched so that Pinyin information is converted to text information.For example, phonetic
Text information " qi, che " corresponding in preset mapping relations is " automobile ", and phonetic " jin, e " is closed in preset mapping
Corresponding text information is " amount of money " in system.
S130, obtained text information is matched according to preset First Series group to obtain in First Series group
The First Series to match with text information judge the quantity of the First Series to match with text information.
Obtained text information is matched according to the keyword message of default First Series group, to obtain the first system
The First Series to match in column group with text information, and the quantity of the First Series to match with text information is sentenced
It is disconnected.Wherein, series is the information that enterprise customer classifies to business series, includes multiple first systems in First Series group
Column, serial keyword message are for carrying out matching default keyword to text information, and different series is corresponding not
With keyword message, comprising one or more keywords in a serial keyword message, if comprising certain in text information
The a keyword i.e. text information and First Series of one First Series match.
Text information is matched according to the keyword message of First Series in default First Series group, if text information
Match with some First Series, then the quantity of the First Series to match with text information is one；If text information with
Multiple First Series match, then the quantity of the First Series to match with text information is greater than one；If text information not with
Any First Series match in First Series group, then the quantity of the First Series to match with text information is zero.
For example, in default First Series group the corresponding keyword message of life insurance series be " life insurance ", group insurance series it is corresponding
Keyword message is " group insurance ", produces the corresponding keyword message of danger series as " producing danger ", the corresponding keyword message of security series
For " security ", the corresponding keyword message of trust series be " trust ", the serial corresponding keyword message of vehicle insurance be " automobile " or
It is " closing ", " bill ", " remaining sum ", " button " or " going back ", required progress that the corresponding keyword message of series is seeked advice from after " vehicle insurance ", loan
Matched text information is " I has purchased some security and trust, wants to seek advice from some relevant information ", then according to default first
After the keyword message of First Series matches text information in serial group, the first system to match with text information is obtained
It is classified as security series and trust series.
In one embodiment, as shown in figure 4, further including step S130a and S130b after step S130.
If S130a, connect with voice communication in the quantity of First Series that matches of text information be zero, to user's end
End sends speech prompt information to prompt user to re-enter voice messaging.
It is logical by the voice if the quantity for the First Series that the text information in connecting with voice communication matches is zero
Words connection sends speech prompt information to user terminal to prompt user to re-enter voice messaging.If in being connect with voice communication
The quantity of First Series that matches of text information be zero, then speech prompt information is issued the user with, to prompt user again
Input voice information and the business handled needed for explanation again.For example, speech prompt information can be, " welcome is sent a telegraph, and is woulded you please
The business handled required for you out, you look into Credit Statement ... it may be said that vehicle insurance is reported a case to the security authorities ".
If S130b, connect with voice communication in the quantity of First Series that matches of text information be one, by the language
Sound call connection is forwarded to the voice call service of corresponding First Series.
If the quantity for the First Series that the text information in connecting with voice communication matches is one, by the voice communication
Connection is forwarded to the voice call service of corresponding First Series.It is carried out in the quantity to the First Series to match with text information
After judgement, if the First Series to match with the text information are only one, management server will be believed automatically with the text
The corresponding voice communication connection of manner of breathing is forwarded to the voice call service of corresponding First Series.Voice call service be for pair
Voice communication answer the manual service of processing.
For example, the First Series that text information matches in connecting with a certain voice communication be security series, then with this article
The First Series that word information matches are only one, then take the voice communication that voice communication connection is forwarded to security series
Business.
If S140, connect with voice communication in the quantity of First Series that matches of text information be greater than one, according to
The voice communication connection telephone number matched with pre-set business information table with obtain in service information list with the phone
The target service series that number matches.
If the quantity for the First Series that the text information in connecting with voice communication matches is greater than one, according to the language
Sound call connection telephone number matched with pre-set business information table, with obtain in service information list with the telephone number
The target service series to match.Wherein, pre-set business information table be for record enterprise transacting business business series
And the telephone number of the client of the business is handled, the telephone number of voice communication connection is for dialing the voice communication
Telephone number, business series are the series information of the transacting business to match in service information list with telephone number.
By matching the telephone number of voice communication connection in service information list, obtain connecting with voice communication
The transacting business that matches of telephone number, obtain the business series for the transacting business that matching obtains as logical with the voice
The target service series that the telephone number of words connection matches.
For example, pre-set business information table is as shown in table 1.
| Transacting business is numbered | Business series | The telephone number of client | Handle the date |
| 160001 | Security series | 156XXXX5241 | 2018/01/05 |
| 160002 | Produce danger series | 156XXXX5241 | 2018/02/01 |
| 160003 | Produce danger series | 137XXXX6551 | 2018/03/06 |
| 160004 | Produce danger series | 137XXXX6551 | 2018/03/07 |
Table 1
As shown in the service information list in table 1, if the telephone number of voice communication connection is " 137XXXX6551 ", with
The target service series that the telephone number of voice communication connection matches is " producing danger series ".
S150, voice communication is connected by corresponding voice call service of transferring according to the target service series that matching obtains.
Voice communication connection is forwarded to corresponding voice call service by the target service series obtained according to matching.
In one embodiment, as shown in figure 5, step S150 includes sub-step S151 and S152.
If S151, to connect the target service series to match with voice communication be not one, voice communication connection is turned
It is connected to the voice call service of default second series.
If connecting the target service series to match with voice communication is not one, it that is to say and connect phase with voice communication
The target service series matched is zero or multiple, then voice communication connection is forwarded to the voice call service of second series.With
The target service series that voice communication connection matches is zero namely is the failure to be matched in service information list logical with the voice
The transacting business that the telephone number of words connection matches；It is multiple that the target service series to match is connect with voice communication
It is in the transacting business that the telephone number that service information list is connect with the voice communication matches comprising multiple business systems
Arrange different transacting business.
If S152, connecting the target service series to match with voice communication and only having one, the target industry that matching is obtained
Business series is matched with preset third series group, is transferred according to matching result to voice communication connection.
If connecting the target service series to match with voice communication only has one, obtained target service system will be matched
Column are matched with preset third series group, are transferred according to matching result to voice communication connection.For example, third system
Include four third series in column group, is to produce danger series, life insurance series, bank's series, credit card series respectively, produces danger series
Keyword message is " produce danger ", the keyword message of life insurance series is " life insurance ", the keyword message of bank's series be " bank ",
The keyword message of credit card series is " credit card ".
In one embodiment, as shown in fig. 6, step S152 includes sub-step S1521 and S1522.
If S1521, target service series match with a certain third series in third series group, which is connected
Switch through the voice call service for being connected to corresponding third series.
Due to connecting the target service series to match only by one with a voice communication, target service series is only
It can match with some third series in third series group, by the key of third series in series of targets and third series group
Word is matched, if target service series matches with some third series in third series group, which is connected
Switch through the voice call service for being connected to this third series.
If S1522, target service series do not match that with all third series in third series group, which is led to
Words connection is forwarded to the voice call service of default second series.
If target service series does not match that with all third series in third series group, which is connected
Switch through the voice call service for being connected to the second series.
By the converting voice message into text message to be identified in connecting voice communication, and according to default First Series
Group matches text information, matches in conjunction with the telephone number that pre-set business information table connects voice communication, with reality
Now the voice messaging in voice communication connection is identified, and is transferred to voice communication connection, can be avoided because using
Artificial treatment and can not accurately and efficiently to voice communication connection transfer, it is ensured that voice communication connection transfer
Accuracy, while greatly improved and the efficiency transferred is connected to voice communication.
The embodiment of the present invention also provides a kind of voice communication switching device, and the voice communication switching device is aforementioned for executing
Any embodiment of voice communication forwarding method.Specifically, referring to Fig. 7, Fig. 7 is voice communication provided in an embodiment of the present invention
The schematic block diagram of switching device.The voice communication switching device 100 can be configured in management server 10.
As shown in fig. 7, voice communication switching device 100 includes call connection establishment unit 110, voice messaging converting unit
120, the first matching unit 130, target service series acquiring unit 140 and call connection adapter unit 150.
Call connection establishment unit 110, if for receiving the request of voice communication transmitted by user terminal, according to voice
Call request establishes corresponding voice communication connection.
If receiving the request of voice communication transmitted by user terminal, it is logical that corresponding voice is established according to voice communication request
Words connection.It is to issue voice communication request, management service to management server that user, which dials voice communication by user terminal,
Device is established corresponding voice communication with user terminal according to the voice communication request received and is connected, and voice messaging can pass through language
Sound call, which is connected between user terminal and management server, to be transmitted.
Voice messaging converting unit 120, for obtain the voice messaging that is inputted of user in voice communication connection be used as to
It identifies voice messaging, the voice messaging to be identified is matched with by voice to be identified according to preset voice transitional information
Information is converted to text information.
The voice messaging that user is inputted in acquisition voice communication connection takes voice communication to connect as voice messaging to be identified
Connecing the voice messaging that middle user is inputted is that user passes through the transmitted voice messaging to management server of user terminal.According to
Preset voice transitional information matches the voice messaging to be identified, and voice messaging to be identified is converted to text letter
Breath.Voice transitional information is the transformation rule for voice messaging to be identified to be converted to text information, wherein voice conversion
Information includes pronunciation information and mapping relations.
In other inventive embodiments, as shown in figure 8, the voice messaging converting unit 120 includes subelement: voice match
Unit 121 and mapping matching unit 122.
Voice match unit 121, for being carried out according to the pronunciation information in voice transitional information to voice messaging to be identified
Matching is to be converted to Pinyin information for voice to be identified.
Voice messaging to be identified is matched to turn voice to be identified according to the pronunciation information in voice transitional information
It is changed to Pinyin information.It include the phonetic feature of all Chinese character pronunciations in pronunciation information, by by pronunciation information and voice to be identified
The frequency and tone color of Chinese character pronunciation are matched in information, can be converted to the pronunciation of Chinese character each in voice messaging to be identified
Voice to be identified is converted to Pinyin information to realize by the phonetic that the pronunciation matches.
Map matching unit 122, for according to the mapping relations in voice transitional information to obtained Pinyin information into
Row matching is to be converted to text information for Pinyin information.
Obtained Pinyin information is matched to believe the phonetic according to the mapping relations in voice transitional information
Breath is converted to text information.Mapping relations are relation information corresponding between Pinyin information and text information, by default
Mapping relations obtained Pinyin information can be matched so that Pinyin information is converted to text information.
First matching unit 130, for according to preset First Series group to obtained text information matched with
The First Series to match in First Series group with text information are obtained, the quantity to the First Series to match with text information
Judged.
Obtained text information is matched according to the keyword message of default First Series group, to obtain the first system
The First Series to match in column group with text information, and the quantity of the First Series to match with text information is sentenced
It is disconnected.Wherein, series is the information that enterprise customer classifies to business series, includes multiple first systems in First Series group
Column, serial keyword message are for carrying out matching default keyword to text information, and different series is corresponding not
With keyword message, comprising one or more keywords in a serial keyword message, if comprising certain in text information
The a keyword i.e. text information and First Series of one First Series match.
Text information is matched according to the keyword message of First Series in default First Series group, if text information
Match with some First Series, then the quantity of the First Series to match with text information is one；If text information with
Multiple First Series match, then the quantity of the First Series to match with text information is greater than one；If text information not with
Any First Series match in First Series group, then the quantity of the First Series to match with text information is zero.
In other inventive embodiments, as shown in figure 9, the voice communication switching device 100 further include: speech prompt information
Transmission unit 130a and First Series adapter unit 130b.
Speech prompt information transmission unit 130a, if match for the text information in being connect with voice communication first
The quantity of series is zero, sends speech prompt information to user terminal to prompt user to re-enter voice messaging.
It is logical by the voice if the quantity for the First Series that the text information in connecting with voice communication matches is zero
Words connection sends speech prompt information to user terminal to prompt user to re-enter voice messaging.If in being connect with voice communication
The quantity of First Series that matches of text information be zero, then speech prompt information is issued the user with, to prompt user again
Input voice information and the business handled needed for explanation again.
First Series adapter unit 130b, if the First Series to match for the text information in being connect with voice communication
Quantity be one, voice communication connection is forwarded to the voice call services of corresponding First Series.
If the quantity for the First Series that the text information in connecting with voice communication matches is one, by the voice communication
Connection is forwarded to the voice call service of corresponding First Series.It is carried out in the quantity to the First Series to match with text information
After judgement, if the First Series to match with the text information are only one, management server will be believed automatically with the text
The corresponding voice communication connection of manner of breathing is forwarded to the voice call service of corresponding First Series.Voice call service be for pair
Voice communication answer the manual service of processing.
Target service series acquiring unit 140, if match for the text information in being connect with voice communication first
The quantity of series is greater than one, is matched according to the telephone number that the voice communication connects with pre-set business information table to obtain
The target service series to match in service information list with the telephone number.
If the quantity for the First Series that the text information in connecting with voice communication matches is greater than one, according to the language
Sound call connection telephone number matched with pre-set business information table, with obtain in service information list with the telephone number
The target service series to match.Wherein, pre-set business information table be for record enterprise transacting business business series
And the telephone number of the client of the business is handled, the telephone number of voice communication connection is for dialing the voice communication
Telephone number, business series are the series information of the transacting business to match in service information list with telephone number.
By matching the telephone number of voice communication connection in service information list, obtain connecting with voice communication
The transacting business that matches of telephone number, obtain the business series for the transacting business that matching obtains as logical with the voice
The target service series that the telephone number of words connection matches.
Call connection adapter unit 150, the target service series for being obtained according to matching, which connects voice communication, transfers
Corresponding voice call service.
Voice communication connection is forwarded to corresponding voice call service by the target service series obtained according to matching.
In other inventive embodiments, as shown in Figure 10, the call connection adapter unit 150 includes subelement: first turn
Connect processing unit 151 and the second switching processing unit 152.
First switching processing unit 151, if not being one for connecting the target service series to match with voice communication,
Voice communication connection is forwarded to the voice call service of default second series.
If connecting the target service series to match with voice communication is not one, it that is to say and connect phase with voice communication
The target service series matched is zero or multiple, then voice communication connection is forwarded to the voice call service of second series.With
The target service series that voice communication connection matches is zero namely is the failure to be matched in service information list logical with the voice
The transacting business that the telephone number of words connection matches；It is multiple that the target service series to match is connect with voice communication
It is in the transacting business that the telephone number that service information list is connect with the voice communication matches comprising multiple business systems
Arrange different transacting business.
Second switching processing unit 152, if only having one for connecting the target service series to match with voice communication,
The target service series that matching obtains is matched with preset third series group, the voice communication is connected according to matching result
Tap into capable switching.
If connecting the target service series to match with voice communication only has one, obtained target service system will be matched
Column are matched with preset third series group, are transferred according to matching result to voice communication connection.For example, third system
Include four third series in column group, is to produce danger series, life insurance series, bank's series, credit card series respectively, produces danger series
Keyword message is " produce danger ", the keyword message of life insurance series is " life insurance ", the keyword message of bank's series be " bank ",
The keyword message of credit card series is " credit card ".
In other inventive embodiments, as shown in figure 11, the second switching processing unit 152 includes subelement: first turn
Order member 1521 and the second adapter unit 1522.
First adapter unit 1521, if for target service series and a certain third series phase in third series group
Match, voice communication connection is forwarded to the voice call service of corresponding third series.
Due to connecting the target service series to match only by one with a voice communication, target service series is only
It can match with some third series in third series group, by the key of third series in series of targets and third series group
Word is matched, if target service series matches with some third series in third series group, which is connected
Switch through the voice call service for being connected to this third series.
Second adapter unit 1522, if for target service series and all third series in third series group not phase
Voice communication connection is forwarded to the voice call service of default second series by matching.
If target service series does not match that with all third series in third series group, which is connected
Switch through the voice call service for being connected to the second series.
By the converting voice message into text message to be identified in connecting voice communication, and according to default First Series
Group matches text information, matches in conjunction with the telephone number that pre-set business information table connects voice communication, with reality
Now the voice messaging in voice communication connection is identified, and is transferred to voice communication connection, can be avoided because using
Artificial treatment and can not accurately and efficiently to voice communication connection transfer, it is ensured that voice communication connection transfer
Accuracy, while greatly improved and the efficiency transferred is connected to voice communication.
Above-mentioned voice communication switching device can be implemented as the form of computer program, which can such as scheme
It is run in computer equipment shown in 12.
Figure 12 is please referred to, Figure 12 is the schematic block diagram of computer equipment provided in an embodiment of the present invention.
Refering to fig. 12, which includes processor 502, memory and the net connected by system bus 501
Network interface 505, wherein memory may include non-volatile memory medium 503 and built-in storage 504.
The non-volatile memory medium 503 can storage program area 5031 and computer program 5032.The computer program
5032 are performed, and processor 502 may make to execute voice communication forwarding method.
The processor 502 supports the operation of entire computer equipment 500 for providing calculating and control ability.
The built-in storage 504 provides environment for the operation of the computer program 5032 in non-volatile memory medium 503, should
When computer program 5032 is executed by processor 502, processor 502 may make to execute voice communication forwarding method.
The network interface 505 is for carrying out network communication, such as the transmission of offer data information.Those skilled in the art can
To understand, structure shown in Figure 12, only the block diagram of part-structure relevant to the present invention program, is not constituted to this hair
The restriction for the computer equipment 500 that bright scheme is applied thereon, specific computer equipment 500 may include than as shown in the figure
More or fewer components perhaps combine certain components or with different component layouts.
Wherein, the processor 502 is for running computer program 5032 stored in memory, to realize following function
Can: if receiving the request of voice communication transmitted by user terminal, corresponding voice communication is established according to voice communication request and is connected
It connects；The voice messaging that user is inputted in acquisition voice communication connection turns as voice messaging to be identified according to preset voice
Information is changed to match so that voice messaging to be identified is converted to text information the voice messaging to be identified；According to preset
First Series group matches obtained text information to obtain match in First Series group with text information first
Series judges the quantity of the First Series to match with text information；If the text information in being connect with voice communication
The quantity of the First Series to match be greater than one, according to the voice communication connection telephone number and pre-set business information table into
Row matching is to obtain the target service to match in service information list with the telephone number series；The target obtained according to matching
Voice communication is connected corresponding voice call service of transferring by business series.
In one embodiment, processor 502 is executing the voice messaging work for obtaining user in voice communication connection and being inputted
For voice messaging to be identified, the voice messaging to be identified is matched with will be to be identified according to preset voice transitional information
It when voice messaging is converted to the step of text information, performs the following operations: being treated according to the pronunciation information in voice transitional information
Identification voice messaging is matched so that voice to be identified is converted to Pinyin information；According to the mapping relations in voice transitional information
Obtained Pinyin information is matched so that Pinyin information is converted to text information.
In one embodiment, processor 502 execute according to preset First Series group to obtained text information into
Row matching is to obtain the First Series to match in First Series group with text information, to the first system to match with text information
It after the step of quantity of column is judged, also performs the following operations: if the text information in connecting with voice communication matches
The quantity of First Series be zero, send speech prompt information to user terminal to prompt user to re-enter voice messaging；If
The quantity for the First Series that text information in connecting with voice communication matches is one, and voice communication connection is forwarded to
The voice call service of corresponding First Series.
In one embodiment, processor 502 connects voice communication according to the target service series that matching obtains in execution
Transfer corresponding voice call service step when, perform the following operations: if connecting the target service to match with voice communication
Series is not one, and voice communication connection is forwarded to the voice call service of default second series；If connecting with voice communication
It connects the target service series to match and only has one, the target service series and preset third series group that matching is obtained carry out
Matching transfers to voice communication connection according to matching result.
In one embodiment, only have if processor 502 connect the target service series to match with voice communication in execution
One, the target service series that matching obtains is matched with preset third series group, according to matching result to the voice
It when the step that call connection is transferred, performs the following operations: if a certain third in target service series and third series group
Series matches, and voice communication connection is forwarded to the voice call service of corresponding third series；If target service series with
All third series in third series group do not match that, and voice communication connection is forwarded to the voice of default second series
Session services.
It will be understood by those skilled in the art that the embodiment of computer equipment shown in Figure 12 is not constituted to computer
The restriction of equipment specific composition, in other embodiments, computer equipment may include components more more or fewer than diagram, or
Person combines certain components or different component layouts.For example, in some embodiments, computer equipment can only include depositing
Reservoir and processor, in such embodiments, the structure and function of memory and processor are consistent with embodiment illustrated in fig. 12,
Details are not described herein.
It should be appreciated that in embodiments of the present invention, processor 502 can be central processing unit (Central
Processing Unit, CPU), which can also be other general processors, digital signal processor (Digital
Signal Processor, DSP), specific integrated circuit (Application Specific Integrated Circuit,
ASIC), ready-made programmable gate array (Field-Programmable GateArray, FPGA) or other programmable logic devices
Part, discrete gate or transistor logic, discrete hardware components etc..Wherein, general processor can be microprocessor or
The processor is also possible to any conventional processor etc..
Storage medium is provided in another embodiment of the invention.The storage medium can be that non-volatile computer can
Read storage medium.The storage medium is stored with computer program, and following step is realized when wherein computer program is executed by processor
It is rapid: if receiving the request of voice communication transmitted by user terminal, corresponding voice communication to be established according to voice communication request and is connected
It connects；The voice messaging that user is inputted in acquisition voice communication connection turns as voice messaging to be identified according to preset voice
Information is changed to match so that voice messaging to be identified is converted to text information the voice messaging to be identified；According to preset
First Series group matches obtained text information to obtain match in First Series group with text information first
Series judges the quantity of the First Series to match with text information；If the text information in being connect with voice communication
The quantity of the First Series to match be greater than one, according to the voice communication connection telephone number and pre-set business information table into
Row matching is to obtain the target service to match in service information list with the telephone number series；The target obtained according to matching
Voice communication is connected corresponding voice call service of transferring by business series.
In one embodiment, the voice messaging that user is inputted in the acquisition voice communication connection is as voice to be identified
Information matches to convert voice messaging to be identified the voice messaging to be identified according to preset voice transitional information
The step of for text information, comprising: according to the pronunciation information in voice transitional information to voice messaging to be identified matched with
Voice to be identified is converted into Pinyin information；Obtained Pinyin information is carried out according to the mapping relations in voice transitional information
Matching is to be converted to text information for Pinyin information.
In one embodiment, described that obtained text information is matched to obtain according to preset First Series group
The First Series to match in First Series group with text information carry out the quantity of the First Series to match with text information
After the step of judgement, further includes: if the quantity for the First Series that the text information in connecting with voice communication matches is zero,
Speech prompt information is sent to user terminal to prompt user to re-enter voice messaging；If the text in being connect with voice communication
The quantity for the First Series that information matches is one, and voice communication connection is forwarded to the voice communication of corresponding First Series
Service.
In one embodiment, voice communication is connected corresponding language of transferring by the target service series obtained according to matching
The step of sound session services, comprising: if connecting the target service series to match with voice communication is not one, which is led to
Words connection is forwarded to the voice call service of default second series；If connecting the target service series to match with voice communication only
There is one, the target service series that matching obtains is matched with preset third series group, according to matching result to the language
Sound call connection is transferred.
In one embodiment, it if the target service series to match that connect with voice communication only has one, will match
Obtained target service series is matched with preset third series group, is connected and is carried out to the voice communication according to matching result
The step of switching, comprising: if target service series matches with a certain third series in third series group, by the voice communication
Connection is forwarded to the voice call service of corresponding third series；If all third systems in target service series and third series group
Column do not match that, and voice communication connection is forwarded to the voice call service of default second series.
It is apparent to those skilled in the art that for convenience of description and succinctly, foregoing description is set
The specific work process of standby, device and unit, can refer to corresponding processes in the foregoing method embodiment, and details are not described herein.
Those of ordinary skill in the art may be aware that unit described in conjunction with the examples disclosed in the embodiments of the present disclosure and algorithm
Step can be realized with electronic hardware, computer software, or a combination of the two, in order to clearly demonstrate hardware and software
Interchangeability generally describes each exemplary composition and step according to function in the above description.These functions are studied carefully
Unexpectedly the specific application and design constraint depending on technical solution are implemented in hardware or software.Professional technician
Each specific application can be used different methods to achieve the described function, but this realization is it is not considered that exceed
The scope of the present invention.
In several embodiments provided by the present invention, it should be understood that disclosed unit and method, it can be with
It realizes by another way.For example, the apparatus embodiments described above are merely exemplary, for example, the unit
It divides, only logical function partition, there may be another division manner in actual implementation, can also will be with the same function
Unit set is at a unit, such as multiple units or components can be combined or can be integrated into another system or some
Feature can be ignored, or not execute.In addition, shown or discussed mutual coupling, direct-coupling or communication connection can
Be through some interfaces, the indirect coupling or communication connection of device or unit, be also possible to electricity, mechanical or other shapes
Formula connection.
The unit as illustrated by the separation member may or may not be physically separated, aobvious as unit
The component shown may or may not be physical unit, it can and it is in one place, or may be distributed over multiple
In network unit.Some or all of unit therein can be selected to realize the embodiment of the present invention according to the actual needs
Purpose.
It, can also be in addition, the functional units in various embodiments of the present invention may be integrated into one processing unit
It is that each unit physically exists alone, is also possible to two or more units and is integrated in one unit.It is above-mentioned integrated
Unit both can take the form of hardware realization, can also realize in the form of software functional units.
If the integrated unit is realized in the form of SFU software functional unit and sells or use as independent product
When, it can store in one storage medium.Based on this understanding, technical solution of the present invention is substantially in other words to existing
The all or part of part or the technical solution that technology contributes can be embodied in the form of software products, should
Computer software product is stored in a storage medium, including some instructions are used so that a computer equipment (can be
Personal computer, server or network equipment etc.) execute all or part of step of each embodiment the method for the present invention
Suddenly.And storage medium above-mentioned include: USB flash disk, mobile hard disk, read-only memory (ROM, Read-Only Memory), magnetic disk or
The various media that can store program code such as person's CD.
The above description is merely a specific embodiment, but scope of protection of the present invention is not limited thereto, any
Those familiar with the art in the technical scope disclosed by the present invention, can readily occur in various equivalent modifications or replace
It changes, these modifications or substitutions should be covered by the protection scope of the present invention.Therefore, protection scope of the present invention should be with right
It is required that protection scope subject to.
Claims (10)
1. a kind of voice communication forwarding method characterized by comprising
If receiving the request of voice communication transmitted by user terminal, corresponding voice communication is established according to voice communication request and is connected
It connects；
The voice messaging that user is inputted in acquisition voice communication connection turns as voice messaging to be identified according to preset voice
Information is changed to match so that voice messaging to be identified is converted to text information the voice messaging to be identified；
Obtained text information is matched according to preset First Series group to obtain believing in First Series group with text
The matched First Series of manner of breathing, judge the quantity of the First Series to match with text information；
If the quantity for the First Series that the text information in connecting with voice communication matches is greater than one, according to the voice communication
The telephone number of connection is matched with pre-set business information table to obtain matching in service information list with the telephone number
Target service series；
Voice communication is connected into corresponding voice call service of transferring according to the target service series that matching obtains.
2. voice communication forwarding method according to claim 1, which is characterized in that described converted according to preset voice is believed
Breath matches so that voice messaging to be identified is converted to text information the voice messaging to be identified, comprising:
Voice messaging to be identified is matched to be converted to voice to be identified according to the pronunciation information in voice transitional information
Pinyin information；
Obtained Pinyin information is matched to be converted to Pinyin information according to the mapping relations in voice transitional information
Text information.
3. voice communication forwarding method according to claim 1, which is characterized in that described to matching with text information
After the quantity of First Series is judged, further includes:
If the quantity for the First Series that the text information in connecting with voice communication matches is zero, voice is sent to user terminal
Prompt information is to prompt user to re-enter voice messaging；
If the quantity for the First Series that the text information in connecting with voice communication matches is one, which is connected
It is forwarded to the voice call service of corresponding First Series.
4. voice communication forwarding method according to claim 1, which is characterized in that the target industry obtained according to matching
Voice communication is connected corresponding voice call service of transferring by business series, comprising:
If connecting the target service series to match with voice communication is not one, voice communication connection is forwarded to default the
The voice call service of two series；
It, will the obtained target service series of matching and pre- if connecting the target service series to match with voice communication only has one
If third series group matched, according to matching result to the voice communication connection transfer.
5. voice communication forwarding method according to claim 4, which is characterized in that it is described according to matching result to the voice
Call connection is transferred, comprising:
If target service series matches with a certain third series in third series group, voice communication connection is forwarded to phase
Answer the voice call service of third series；
If target service series does not match that with all third series in third series group, which is connected and is transferred
To the voice call service of default second series.
6. a kind of voice communication switching device characterized by comprising
Connection establishment unit of conversing is asked if requesting for receiving voice communication transmitted by user terminal according to voice communication
It asks and establishes corresponding voice communication connection；
Voice messaging converting unit, for obtaining in voice communication connection the voice messaging that is inputted of user as voice to be identified
Information matches to convert voice messaging to be identified the voice messaging to be identified according to preset voice transitional information
For text information；
First matching unit, for being matched obtained text information to obtain first according to preset First Series group
The First Series to match in serial group with text information sentence the quantity of the First Series to match with text information
It is disconnected；
Target service series acquiring unit, if the number of the First Series to match for the text information in being connect with voice communication
Amount is greater than one, is matched according to the telephone number that the voice communication connects with pre-set business information table to obtain business information
The target service series to match in table with the telephone number；
Voice communication is connected corresponding language of transferring by call connection adapter unit, the target service series for being obtained according to matching
Sound session services.
7. voice communication switching device according to claim 6, which is characterized in that the voice messaging converting unit, packet
It includes:
Voice match unit, for being matched voice messaging to be identified to incite somebody to action according to the pronunciation information in voice transitional information
Voice to be identified is converted to Pinyin information；
Map matching unit, for according to the mapping relations in voice transitional information to obtained Pinyin information matched with
Pinyin information is converted into text information.
8. voice communication switching device according to claim 6, which is characterized in that further include:
Speech prompt information transmission unit, if the number of the First Series to match for the text information in being connect with voice communication
Amount is zero, sends speech prompt information to user terminal to prompt user to re-enter voice messaging；
First Series adapter unit, if the quantity of the First Series to match for the text information in connecting with voice communication is
One, voice communication connection is forwarded to the voice call service of corresponding First Series.
9. a kind of computer equipment, including memory, processor and it is stored on the memory and can be on the processor
The computer program of operation, which is characterized in that the processor realizes such as claim 1 to 5 when executing the computer program
Any one of described in voice communication forwarding method.
10. a kind of storage medium, which is characterized in that the storage medium is stored with computer program, and the computer program is worked as
The processor is set to execute such as voice communication forwarding method described in any one of claim 1 to 5 when being executed by processor.
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| CN111050002A (en) * | 2019-12-17 | 2020-04-21 | 北京鸿博信通科技有限公司 | Intelligent telephone exchange and working method and system thereof |
| CN111711727A (en) * | 2020-05-27 | 2020-09-25 | 平安普惠企业管理有限公司 | Breakpoint communication method and device, computer equipment and storage medium |
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