CN109451192A - A kind of system for power grid customer service call self-identifying - Google Patents
A kind of system for power grid customer service call self-identifying Download PDFInfo
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- CN109451192A CN109451192A CN201811485166.1A CN201811485166A CN109451192A CN 109451192 A CN109451192 A CN 109451192A CN 201811485166 A CN201811485166 A CN 201811485166A CN 109451192 A CN109451192 A CN 109451192A
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- Y—GENERAL TAGGING OF NEW TECHNOLOGICAL DEVELOPMENTS; GENERAL TAGGING OF CROSS-SECTIONAL TECHNOLOGIES SPANNING OVER SEVERAL SECTIONS OF THE IPC; TECHNICAL SUBJECTS COVERED BY FORMER USPC CROSS-REFERENCE ART COLLECTIONS [XRACs] AND DIGESTS
- Y02—TECHNOLOGIES OR APPLICATIONS FOR MITIGATION OR ADAPTATION AGAINST CLIMATE CHANGE
- Y02D—CLIMATE CHANGE MITIGATION TECHNOLOGIES IN INFORMATION AND COMMUNICATION TECHNOLOGIES [ICT], I.E. INFORMATION AND COMMUNICATION TECHNOLOGIES AIMING AT THE REDUCTION OF THEIR OWN ENERGY USE
- Y02D10/00—Energy efficient computing, e.g. low power processors, power management or thermal management
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Abstract
This application discloses a kind of system for power grid customer service call self-identifying, station acquisition module, scheduler module of attending a banquet are connect with calculating judgment module, and data memory module is connect with judgment module is calculated；Display module is connect with judgment module is calculated.System provided by the present application for the self-identifying of power grid customer service call passes through the position acquisition of station acquisition module, then the position confidence that will acquire is sent to calculating judgment module, it calculates judgment module and carries out Data Analysis Services, then obtain the latitude and longitude information of same event area and output.Calculate anticipation of the judgment module by the same event area to access calling, to identify whether to belong to same power events, then the result of judgement is sent to scheduler module of attending a banquet, the accurate allocation schedule of scheduler module of attending a banquet is attended a banquet, finally realize that the telephony access of same event is attended a banquet processing by the same customer service of distributing to that calling is attended a banquet, the final efficient process for realizing electric power calling, also ensures the consistency of electric power call answering.
Description
Technical field
This application involves mobile phone positioning and fixed line zone location fields, more particularly to a kind of power grid customer service call that is used for is from knowledge
Other system.
Background technique
With the development of power industry and the raising of power grid complexity, China is advocating good service, electric system intelligence
Energyization management.It is that the customer service sought unity of talking manages platform that State Grid Corporation of China, which establishes with 95598 customer service call centers, is electric power
The demands such as user is related to business consultation, electric power first-aid, failure is declared, complaint is suggested provide unified service response center.
Since electric power customer service call has group characteristic, often a time involves batch of user, so same
A event often results in a large amount of duplicate electric power customer service calls.Therefore, it realizes the automatic identification technology of electric power customer service call, uses
Advanced location technology and call voice analytical technology are of great significance.
Calling traditional at present is that the distribution of calling access is realized by the seat scheduling function of call center, distribution
Mode be only judge whether seat idle, if free time if access call in order.This mode causes different
The phone that is connected to of calling contact staff be all it is different types of, the calling access of same event is often unoriented, makes in this way
At the result is that the answer at same part event call center is different, bore disunity.The misunderstanding of client has been ultimately caused, while
Reduce the efficiency of customer service call processing.
Summary of the invention
This application provides a kind of systems for power grid customer service call self-identifying, to solve the mode of conventional allocation only
It is to judge whether seat is idle, causes the answer difference at same part event call center, bore disunity, reduces customer service call
The problem for the treatment of effeciency.
This application provides a kind of systems for power grid customer service call self-identifying, comprising: station acquisition module, calculating are sentenced
Disconnected module, scheduler module of attending a banquet, data memory module and display module, in which:
The station acquisition module is connect with the calculating judgment module；
The scheduler module of attending a banquet is connect with the calculating judgment module；
The data memory module is connect with the calculating judgment module；
The display module is connect with the calculating judgment module；
The station acquisition module is also used to acquire fixed-line telephone number for acquiring the base station position information of phone number
The location information of code is also used to send collected phone number base station position information and fixed telephone number location information
To the calculating judgment module；
The data memory module is also used to connect the calling of storage for storing the position area information of calling access
The location information entered is sent to the calculating judgment module；
The calculating judgment module, the vector of the position for being acquired according to station acquisition module, be calculated position to
Amount；
The calculating judgment module, is also used to the position area information according to data memory module, central point is calculated
Vector；
The calculating judgment module, is also used to the distance value of calculating position vector Yu centerline vector；
The calculating judgment module, is also used to judge whether distance value is less than or equal to maximum half current for judging the band of position
Diameter, if it is less than the maximum radius for currently judging the band of position is equal to, then this distance value, which belongs to, currently judges the band of position
The calculating judgment module of identification, conversely, being then not belonging to currently judge the calculating judgment module of band of position identification；
The display module, for showing the rule of identification information setting；
The scheduler module of attending a banquet calls scheduling of attending a banquet for carrying out.
Selectable, the station acquisition module includes that phone number base station location acquisition unit and fixed number position are adopted
Collect unit, in which:
The phone number base station location acquisition unit is sentenced with the calculating with the fixed number station acquisition unit
Disconnected module connection；
The phone number base station location acquisition unit, for acquiring the base station position information of phone number, be also used to by
Collected phone number base station position information is sent to the calculating judgment module；
The fixed number station acquisition unit, for acquiring the location information of fixed number, being also used to will be collected
The location information of fixed number is sent to the calculating judgment module.
Selectable, the calculating judgment module includes position vector computing unit, central point vector calculation unit, distance
It is worth computing unit, judging unit, controller, in which:
The position vector computing unit with the phone number base station location acquisition unit, the fixed number position
Acquisition unit connection；
The central point vector calculation unit is connect with the data memory module；
The distance value computing unit connects with the position vector computing unit, the central point vector calculation unit
It connects；
The judging unit is connect with the distance value computing unit, the judging unit also with the scheduler module of attending a banquet
Connection；
The controller is connect with the judging unit, the scheduler module of attending a banquet；
The position vector computing unit, the phone number base for being acquired according to phone number base station location acquisition unit
The location information of the fixed number of the location information, the acquisition of fixed number station acquisition unit stood, is calculated phone number base
The position vector of the position vector, fixed number stood；
The central point vector calculation unit is calculated for the position area information according to data memory module
Heart point vector；
The distance value computing unit, for according to the calculated phone number base station of the position vector computing unit
The position vector and the calculated central point vector of the central point vector calculation unit of position vector and fixed number, meter
Calculate the position vector and the distance value of centerline vector and the position vector and centerline of fixed number of phone number base station
The distance value of vector；
The judging unit, for judging whether distance value is less than or equal to currently judge the maximum radius of the band of position, such as
Fruit is less than or equal to currently judge the maximum radius of the band of position, then this distance value, which belongs to, currently judges band of position identification
The controller, conversely, being then not belonging to currently judge the controller of band of position identification；
The controller, the result for judging judging unit are sent to the scheduler module of attending a banquet.
Selectable, the display module is liquid crystal display.
Selectable, the system for the self-identifying of power grid customer service call further includes power supply, the power supply respectively with institute
State the power input connection of controller, the liquid crystal display.
From the above technical scheme, this application provides a kind of systems for power grid customer service call self-identifying, including
Station acquisition module calculates judgment module, scheduler module of attending a banquet, data memory module and display module, the station acquisition mould
Block is connect with the calculating judgment module；The scheduler module of attending a banquet is connect with the calculating judgment module；The data storage
Module is connect with the calculating judgment module；The display module is connect with the calculating judgment module.Use provided by the present application
In position acquisition of the system by the station acquisition module of power grid customer service call self-identifying, the position confidence that then will acquire
It is sent to calculating judgment module, the calculating judgment module carries out Data Analysis Services, then obtains the warp of same event area
Latitude information simultaneously exports.The calculating anticipation of the judgment module by the same event area to access calling, so that identification is
It is no to belong to same power events, the result of judgement is then sent to the scheduler module of attending a banquet, the scheduler module essence of attending a banquet
Quasi- allocation schedule is attended a banquet, and finally realizes that the telephony access of same event is attended a banquet place by the same customer service of distributing to that calling is attended a banquet
Reason, the final efficient process for realizing electric power calling, also ensures the consistency of electric power call answering.
Detailed description of the invention
In order to illustrate more clearly of the technical solution of the application, letter will be made to attached drawing needed in the embodiment below
Singly introduce, it should be apparent that, for those of ordinary skills, without any creative labor,
It is also possible to obtain other drawings based on these drawings.
Fig. 1 is a kind of structural schematic diagram of the system for power grid customer service call self-identifying provided by the present application；
Fig. 2 is a kind of concrete structure schematic diagram of the system for power grid customer service call self-identifying provided by the present application.
It illustrates:
Wherein, 1- station acquisition module；2- calculates judgment module；3- attends a banquet scheduler module；4- data memory module；5- is aobvious
Show module；6- power supply；11- phone number base station location acquisition unit；12- fixed number station acquisition unit；21- position vector
Computing unit；22- central point vector calculation unit；23- distance value computing unit；24- judging unit；25- controller.
Specific embodiment
Below with reference to the attached drawing in the application, the technical scheme in the embodiment of the application is clearly and completely described,
Obviously, described embodiment is only a part of the embodiment of the application, instead of all the embodiments.Based in the application
Embodiment, every other embodiment obtained by those of ordinary skill in the art without making creative efforts,
It shall fall within the protection scope of the present invention.
Many details are explained in the following description in order to fully understand the application, but the application can be with
It is different from the other modes that describe again using other to implement, those skilled in the art can be without prejudice to the application intension
In the case of do similar popularization, therefore the application is not limited by the specific embodiments disclosed below.
Referring to Fig. 1 to Fig. 2, this application provides a kind of systems for power grid customer service call self-identifying, comprising: adopts position
Collect module 1, calculate judgment module 2, scheduler module of attending a banquet 3, data memory module 4 and display module 5, in which:
The station acquisition module 1 is connect with the calculating judgment module 2；
The scheduler module 3 of attending a banquet is connect with the calculating judgment module 2；
The data memory module 4 is connect with the calculating judgment module 2；
The display module 5 is connect with the calculating judgment module 2；
The station acquisition module 1 is also used to acquire fixed-line telephone number for acquiring the base station position information of phone number
The location information of code is also used to send collected phone number base station position information and fixed telephone number location information
To the calculating judgment module 2；
The data memory module 4 is also used to connect the calling of storage for storing the position area information of calling access
The location information entered is sent to the calculating judgment module 2；
Position is calculated in the calculating judgment module 2, the vector of the position for being acquired according to station acquisition module 1
Vector；
The calculating judgment module 2 is also used to that center is calculated according to the position area information of data memory module 4
Point vector；
The calculating judgment module 2, is also used to the distance value of calculating position vector Yu centerline vector；
The calculating judgment module 2, is also used to judge whether distance value is less than or equal to currently judge the maximum of the band of position
Radius, if it is less than the maximum radius for currently judging the band of position is equal to, then this distance value, which belongs to, currently judges position area
The calculating judgment module 2 of domain identification, conversely, being then not belonging to currently judge the calculating judgment module of band of position identification
2；
The display module 5, for showing the rule of identification information setting；
The scheduler module 3 of attending a banquet calls scheduling of attending a banquet for carrying out.
Selectable, the station acquisition module 1 includes phone number base station location acquisition unit 11 and fixed number position
Set acquisition unit 12, in which:
The phone number base station location acquisition unit 11 and the fixed number station acquisition unit 12 with the meter
Judgment module 2 is calculated to connect；
The phone number base station location acquisition unit 11, for acquiring the base station position information of phone number, is also used to
Collected phone number base station position information is sent to the calculating judgment module 2；
The fixed number station acquisition unit 12 is also used to collect for acquiring the location information of fixed number
The location information of fixed number be sent to the calculating judgment module 2.
Selectable, the calculating judgment module 2 includes position vector computing unit 21, central point vector calculation unit
22, distance value computing unit 23, judging unit 24, controller 25, in which:
The position vector computing unit 21 with the phone number base station location acquisition unit 11, the fixed number
The connection of station acquisition unit；
The central point vector calculation unit 22 is connect with the data memory module 4；
The distance value computing unit 23 with the position vector computing unit 21, the central point vector calculation unit
22 connections；
The judging unit 24 is connect with the distance value computing unit 23, the judging unit 24 also with the tune of attending a banquet
Module 3 is spent to connect；
The controller 25 is connect with the judging unit 24, the scheduler module 3 of attending a banquet；
The position vector computing unit 21, the cell-phone number for being acquired according to phone number base station location acquisition unit 11
The location information for the fixed number that location information, the fixed number station acquisition unit of code base station acquire, is calculated cell-phone number
Position vector, the position vector of fixed number of code base station；
The central point vector calculation unit 22 is calculated for the position area information according to data memory module 4
Central point vector；
The distance value computing unit 23, for according to the calculated phone number base of the position vector computing unit 21
The position vector of the position vector and fixed number stood and the calculated central point of the central point vector calculation unit 22 to
Amount, calculate the position vector of the position vector of phone number base station and the distance value of centerline vector and fixed number with
The distance value of centerline vector；
The judging unit 24, for judging whether distance value is less than or equal to currently judge the maximum radius of the band of position,
If it is less than the maximum radius for currently judging the band of position is equal to, then this distance value, which belongs to, currently judges that the band of position identifies
The controller 25, conversely, be then not belonging to currently judge the band of position identify the controller 25；
The controller 25, the result for judging judging unit 24 are sent to the scheduler module 3 of attending a banquet.
Selectable, the display module 5 is liquid crystal display.
Selectable, the system for the self-identifying of power grid customer service call further includes power supply 6, the power supply 6 respectively with
The power input connection of the controller 25, the liquid crystal display.
Due to power failure, the influence of scheduled overhaul, natural time, so that the access phone at electric power customer service call center has
There are group and centrality, to also be formed the repeatability of electric power customer service event.Since statistics shows in environment influence
In power failure event, the customer phone access for largely concentrating on same event will lead to.In addition, in the height population such as city
The region feelings of concentration, single electrical equipment fault will lead to the customer phone access amount of large area.It is provided by the present application to be used for electricity
Whether the system of netter service call self-identifying can belong to the same area from various aspects phone with automatic identification, to identify whether
Belong to same power events, finally realizes that the telephony access of same event is attended a banquet place by the same customer service of distributing to that calling is attended a banquet
Reason, the final efficient process for realizing electric power calling, also ensures the consistency of electric power call answering.
For the location information of each access calling, position vector computing unit 21 calculate the position of location information to
Amount, central point vector calculation unit 22 carry out center carry out the calculating of central point vector, distance value computing unit 23 according to position to
Amount and central point vector carry out calculating the regional scope that the on-position belongs to, judging unit 24 is according to clearing apart from calculating
As a result, judgement, which obtains, is currently accessed the event that belongs to of calling, then controller 25 transmits comparison result and call event is compiled
Number to attending a banquet scheduler module 3, scheduler module of attending a banquet 3 is recorded according to Case Number and seat call, dispatch corresponding incoming call to pair
That answers attends a banquet, and realizes same event by the same processing of attending a banquet.The efficiency and accuracy of raising event response.
The calculation method for calculating judgment module 2 is as follows:
Step S1: regarding the information of power grid customer service incoming call as a plane, the information of incoming call regard multiple vertex as, then
When multiple client's incoming calls, it is formed a polygon；For a plane, the n vertex v 1, v2 ... in plane is given
Vn, these vertex are all provided with vector mode, then the geometric center C of polygon is given by:
According to the geometric center of polygon, the coordinate Pi on each vertex can be calculated；
Step S2: according to polygon vertex coordinate Pi, the vector Veci for being directed toward each vertex is calculated according to the following formula:
Veci=Pi-ORIGIN, wherein ORIGIN is origin 0,0；
Step S3: it according to the vector on each vertex, calculates vector sum Sum (Veci)；
Step S4: according to vector sum, the vector of geometric center is calculated: Veccenter=Sum (Veci)/n, n are top
The number of point；
Step S5: according to geometric center vector, the coordinate Px, y of geometric center point is calculated；
Step S6: vertex is calculated to Px, the actual range m of y according to triangle Hook's law.
Step S7: obtaining and arrive n vertex v 1, v2 ... maximum distance m_=max { m1, m2... } is maximum half in vn
Diameter is the center of circle with Px, y, and the point in m_ radius belongs to the controller 25 for currently judging region recognition, and then controller 25 passes
Defeated comparison result and call event are numbered to scheduler module 3 of attending a banquet, and scheduler module of attending a banquet 3 is according to Case Number and seat call
Record, dispatches corresponding incoming call and attends a banquet to corresponding, realize same event by the same processing of attending a banquet.The effect of raising event response
Rate and accuracy.
From the above technical scheme, this application provides a kind of systems for power grid customer service call self-identifying, including
Station acquisition module 1, calculating judgment module 2, scheduler module of attending a banquet 3, data memory module 4 and display module 5, the position are adopted
Collection module 1 is connect with the calculating judgment module 2；The scheduler module 3 of attending a banquet is connect with the calculating judgment module 2；It is described
Data memory module 4 is connect with the calculating judgment module 2；The display module 5 is connect with the calculating judgment module 2.This
Position acquisition of the system for the self-identifying of power grid customer service call provided by the station acquisition module 1 is provided, then will
The position confidence of acquisition, which is sent to, calculates judgment module 2, and the calculating judgment module 2 carries out Data Analysis Services, then obtains
The latitude and longitude information of same event area and output.The calculating judgment module 2 passes through the same event area to access calling
Anticipation the result of judgement is then sent to the scheduler module 3 of attending a banquet to identify whether to belong to same power events,
The accurate allocation schedule of scheduler module 3 of attending a banquet is attended a banquet, and finally realizes point that the telephony access of same event is attended a banquet by calling
The same customer service of dispensing is attended a banquet processing, and the final efficient process for realizing electric power calling also ensures the consistency of electric power call answering.
The above is only the specific embodiments of the application, it is noted that those skilled in the art are come
It says, under the premise of not departing from the application principle, several improvements and modifications can also be made, these improvements and modifications also should be regarded as
The protection scope of the application.
Claims (5)
1. a kind of system for power grid customer service call self-identifying, which is characterized in that described to be used for the self-identifying of power grid customer service call
System include station acquisition module (1), calculate judgment module (2), scheduler module of attending a banquet (3), data memory module (4) and show
Show module (5), in which:
The station acquisition module (1) connect with the calculating judgment module (2)；
The scheduler module of attending a banquet (3) connect with the calculating judgment module (2)；
The data memory module (4) connect with the calculating judgment module (2)；
The display module (5) connect with the calculating judgment module (2)；
The station acquisition module (1) is also used to acquire fixed telephone number for acquiring the base station position information of phone number
Location information, be also used to for collected phone number base station position information and fixed telephone number location information being sent to
The calculating judgment module (2)；
The data memory module (4), for storing the position area information of calling access, the calling access for being also used to store
Location information be sent to the calculating judgment module (2)；
The calculating judgment module (2), the vector of the position for being acquired according to station acquisition module (1), is calculated position
Vector；
The calculating judgment module (2) is also used to that center is calculated according to the position area information of data memory module (4)
Point vector；
The calculating judgment module (2), is also used to the distance value of calculating position vector Yu centerline vector；
The calculating judgment module (2), is also used to judge whether distance value is less than or equal to maximum half current for judging the band of position
Diameter, if it is less than the maximum radius for currently judging the band of position is equal to, then this distance value, which belongs to, currently judges the band of position
The calculating judgment module (2) of identification, conversely, being then not belonging to currently judge the calculating judgment module of band of position identification
(2)；
The display module (5), for showing the rule of identification information setting；
The scheduler module of attending a banquet (3) calls scheduling of attending a banquet for carrying out.
2. being used for the system of power grid customer service call self-identifying as described in claim 1, which is characterized in that the station acquisition mould
Block (1) includes phone number base station location acquisition unit (11) and fixed number station acquisition unit (12), in which:
The phone number base station location acquisition unit (11) and the fixed number station acquisition unit (12) with the meter
Calculate judgment module (2) connection；
The phone number base station location acquisition unit (11), for acquiring the base station position information of phone number, be also used to by
Collected phone number base station position information is sent to the calculating judgment module (2)；
The fixed number station acquisition unit (12), for acquiring the location information of fixed number, being also used to will be collected
The location information of fixed number is sent to the calculating judgment module (2).
3. being used for the system of power grid customer service call self-identifying as claimed in claim 2, which is characterized in that the calculating judges mould
Block (2) includes position vector computing unit (21), central point vector calculation unit (22), distance value computing unit (23), judgement
Unit (24), controller (25), in which:
The position vector computing unit (21) with the phone number base station location acquisition unit (11), the fixed number
The connection of station acquisition unit；
The central point vector calculation unit (22) connect with the data memory module (4)；
The distance value computing unit (23) with the position vector computing unit (21), the central point vector calculation unit
(22) it connects；
The judging unit (24) connect with the distance value computing unit (23), and the judging unit (24) is also attended a banquet with described
Scheduler module (3) connection；
The controller (25) connect with the judging unit (24), the scheduler module of attending a banquet (3)；
The position vector computing unit (21), the cell-phone number for being acquired according to phone number base station location acquisition unit (11)
The location information for the fixed number that location information, the fixed number station acquisition unit of code base station acquire, is calculated cell-phone number
Position vector, the position vector of fixed number of code base station；
The central point vector calculation unit (22) is calculated for the position area information according to data memory module (4)
Central point vector；
The distance value computing unit (23), for according to the calculated phone number base of position vector computing unit (21)
The position vector of the position vector and fixed number stood and the central point vector calculation unit (22) calculated central point
Vector calculates the position vector and the distance value of centerline vector and the position vector of fixed number of phone number base station
With the distance value of centerline vector；
The judging unit (24), for judging whether distance value is less than or equal to currently judge the maximum radius of the band of position, such as
Fruit is less than or equal to currently judge the maximum radius of the band of position, then this distance value, which belongs to, currently judges band of position identification
The controller (25), conversely, being then not belonging to currently judge the controller (25) of band of position identification；
The controller (25), for by the result that judging unit (24) judges be sent to described in attend a banquet scheduler module (3).
4. being used for the system of power grid customer service call self-identifying as claimed in claim 3, which is characterized in that the display module
It (5) is liquid crystal display.
5. being used for the system of power grid customer service call self-identifying as claimed in claim 4, which is characterized in that described for power grid visitor
The system of service call self-identifying further includes power supply (6), the power supply (6) respectively with the controller (25), the liquid crystal display
The power input of device connects.
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| CN201811485166.1A CN109451192B (en) | 2018-12-06 | 2018-12-06 | System for self-recognition of power grid customer service call |
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| CN201811485166.1A CN109451192B (en) | 2018-12-06 | 2018-12-06 | System for self-recognition of power grid customer service call |
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Cited By (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN113141437A (en) * | 2021-03-18 | 2021-07-20 | 深圳震有科技股份有限公司 | Incoming call queue call connection processing method and device, computer equipment and medium |
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| CN113141437A (en) * | 2021-03-18 | 2021-07-20 | 深圳震有科技股份有限公司 | Incoming call queue call connection processing method and device, computer equipment and medium |
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