CN109495658B - Method for controlling a group of telephone traffic function authorities through a long shaping numerical value - Google Patents
Method for controlling a group of telephone traffic function authorities through a long shaping numerical value Download PDFInfo
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- CN109495658B CN109495658B CN201811608682.9A CN201811608682A CN109495658B CN 109495658 B CN109495658 B CN 109495658B CN 201811608682 A CN201811608682 A CN 201811608682A CN 109495658 B CN109495658 B CN 109495658B
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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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
- H04L67/025—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP] for remote control or remote monitoring of applications
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Abstract
The invention discloses a method for controlling a group of telephone traffic function authorities through a long shaping numerical value, which comprises an agent state, a telephone traffic function group authority, a control agent WEB interface access authority and an operation telephone traffic. The method for controlling a group of telephone traffic function authorities through a long shaping numerical value comprises the steps that a long shaping is a 32-bit binary number, 1 of each binary number represents that a certain telephone traffic function is available, a telephone traffic control system specifies a group of available telephone traffic function authorities according to the state of a current seat, the telephone traffic system adds a group of telephone traffic function state code values, the addition result is converted into a long integer numerical value and is sent to a WEB seat operation control interface, the seat operation control interface controls the authorities of the seat for operating the telephone traffic function according to the state value of the telephone traffic function represented by each bit, and the control method of the telephone traffic function operation authorities of the seat in different seat states in the whole calling process is achieved.
Description
Technical Field
The invention relates to the technical field of communication, in particular to a method for controlling a group of telephone traffic function authorities through a long shaping numerical value.
Background
In a call center system, a complete voice call is completed by the cooperation of a telephone traffic system and an agent interface, an agent initiates various call commands and agent state change request commands through the agent interface, the telephone traffic system completes the processing of the call commands and controls the operation authority of the agent interface, and different telephone traffic events can be generated in a complete call process, and the method comprises the following steps: each telephone traffic event corresponds to a group of operation authorities of an agent telephone traffic function, the group of authorities can be described through a long and integer numerical value, and the agent control interface realizes whether the telephone traffic function corresponding to the agent telephone traffic control interface is in an available state or a non-available state according to the value 0 and the value 1 of each bit of a binary system corresponding to the numerical value so as to realize the control of the interactive operation of the agent telephone traffic.
Although the 95598 large telephone traffic-based IVR intelligent emergency disposal method disclosed in the Chinese patent application publication specification CN 104378516B is characterized in that the 95598 large telephone traffic-based IVR intelligent emergency disposal method dials a 95598 customer service hotline by a user, a telephone request enters an IVR main flow and before a welcome word is broadcasted, a program firstly judges whether a filtering parameter of a corresponding local city/county office is started or not under the condition that the telephone traffic filtering parameter is started; if the system is started, the telephone traffic of the region needs to be filtered suddenly; at the moment, the program judges whether the incoming call number is a mobile phone number, if so, the system is prompted to be busy, then the call is directly abandoned, and then the customer is notified in a short message notification mode, and the notification information automatically acquires the emergency notice content in the IVR; if the number is the fixed-line number, the subsequent process is entered without processing; if not, the corresponding user telephone is not processed to enter a subsequent welcome word broadcast and a subsequent IVR sub-process; after the corresponding city sudden failure is finished, informing a platform person to set a corresponding parameter value of 'whether to start high telephone traffic filtering' as not to start, and simultaneously setting a filtering parameter of the corresponding city/county bureau as not to start, wherein the IVR telephone traffic filtering function is invalid and is restored to a normal mode. The telephone traffic control system appoints a group of available telephone traffic function authorities according to the state of the current seat, the telephone traffic system adds a group of telephone traffic function state code values, the addition result is converted into a long integer value to be sent to a WEB seat operation control interface, and the seat operation control interface controls the authority of the seat operation telephone traffic function according to the state value of the telephone traffic function represented by each bit. Compared with the IVR intelligent emergency disposal method based on 95598 large telephone traffic, the method has more function processing methods, and sends the integer value to the WEB agent operation control interface through a series of algorithms, thereby greatly reducing the error condition and the occurrence of the butt joint error.
Although the method for reducing the repetition rate of converting the long address into the short address disclosed in the chinese patent application publication CN 104657432B is operated by three steps, step one: performing AND operation on the 32-bit binary digits and the parameters to obtain a first number, and taking the first number as an index to obtain a corresponding first-bit character in the basic character array; right shifting the 32-bit binary digit by three bits to obtain a first new digit, and completing a first cycle; step two: performing AND operation on the new numbers and the parameters in the step one to obtain a second number, and taking the second number as an index to obtain a corresponding second-bit character in the basic character array; shifting the first new digit by three digits to the right to obtain a second new digit to complete a second cycle; step three: and circulating the calculation method according to the second step for ten times to obtain a 10-bit string, wherein the calculation method is more complex compared with the invention, the invention utilizes a 64-bit length integer, adopts hexadecimal, and each octet is a group, so that the definition of 32 state control codes can be realized, and each state corresponds to a telephone traffic function.
Although the method for reducing the repetition rate of converting the long address into the short address disclosed in the chinese patent application publication specification CN 102790835B generates the seat state of the seat computer by the acquired state of the peripheral device of the seat computer, after the seat state changes, the changed seat state is sent to the CTI platform by the state server, so that the CTI platform can acquire the real state of the seat computer in time to control the call allocated to the seat computer; the embodiment can timely and intelligently acquire a real seat state, avoids allocating a call to a seat in an unavailable state or an invalid state, and improves the satisfaction degree of a user, but is relatively troublesome compared with the invention.
Although the grease storage remote supervision system and method based on the wireless sensor network disclosed in the chinese patent application publication CN 102790835B achieve the purpose of control through six steps, the first step is: initializing data, and importing the statistical basic information of the oil tank area into database management system software of the remote oil storage monitoring system to establish basic data; step two: the system is on line, the software of the remote monitoring system for the grease storage is started to operate, and the wireless sensor monitoring network and the DTU wireless transmission module of each oil tank area are electrified to operate; step three: polling each oil tank area, wherein the oil storage remote monitoring system software records the connected DTU wireless transmission module and the corresponding oil tank area information and sends polling commands to each connected oil tank area according to a set polling time interval; step four: the data receiving, sending and processing module in the grease storage remote monitoring system software analyzes, processes and stores the data packet transmitted by the DTU wireless transmission module, and displays the data packet in the oil tank area real-time monitoring module, so that a user can log in the system to enter an oil tank area real-time monitoring interface to view real-time data; step five: the data processing, the data receiving and dispatching and processing module judges whether the analyzed liquid level change exceeds a threshold value by using a data processing algorithm, and if not, the step four is returned; if the threshold value is exceeded, executing a sixth step; the data processing algorithm to determine whether the liquid level change exceeds the threshold is described as follows: if the current liquid level-the warning liquid level of the oil tank > the liquid level change threshold value, generating an alarm record, wherein the alarm type is that the liquid level is increased; otherwise, if the warning liquid level-current liquid level of the oil tank is greater than the liquid level change threshold value, an alarm record is generated, and the alarm type is that the liquid level is reduced. The warning liquid level of the oil tank is a liquid level value when an alarm switch of the oil tank is turned on; step six: generating an alarm record, automatically generating the alarm record of a corresponding type according to the liquid level change judgment result in the step five, acquiring a user list capable of receiving the alarm record and the mobile phone number of the user list through an authority control module, and storing the alarm record into a database; step seven: the method comprises the steps of sending an alarm short message, regularly searching unsent alarm records in a database by the grease storage remote monitoring system software, calling an interface function of a short message modem module to sequentially send all unsent alarm records to users with corresponding authorities, and compared with the method for controlling the grease storage remote monitoring system and the method based on the wireless sensor network, the method is troublesome.
Disclosure of Invention
Technical problem to be solved
Aiming at the defects of the prior art, the invention provides a method for controlling a group of telephone traffic function authorities through a long shaping numerical value, which has the advantages of multiple controls and the like and solves the problems in the background art.
(II) technical scheme
In order to achieve the purpose, the invention provides the following technical scheme: a method for controlling a group of telephone traffic function authorities through a long shaping numerical value comprises an agent state, a telephone traffic function group authority, a control agent WEB interface access authority and an operation telephone traffic, wherein relevant operations of a telephone traffic event are initiated by an agent end and then processed by a telephone traffic platform telephone traffic operation request, after the telephone traffic platform processes the operation naming, a series of telephone traffic events can be generated in the processing process, and a group of telephone traffic operation authorities are bound through the telephone traffic events to control interaction between the agent and the telephone traffic.
Preferably, the definition of 32 state control codes can be implemented by using a 64-bit length integer, in hexadecimal, in groups of eight bits, each state corresponds to a traffic function, each complete call event comprises a plurality of agent states, and each agent state corresponds to a group of traffic functions.
Preferably, each complete call event includes a plurality of agent states, each agent state may correspond to a group of traffic functions, a traffic function may be converted into a description of a group of state code values, and a control code value in an agent state is formed by adding the group of state code values.
Preferably, the WEB interface acquires the control code value in the agent state, and adds a tag value controlled by the state code to the HTML element to realize the control of the availability and unavailability of the session function.
(III) advantageous effects
Compared with the prior art, the invention provides a method for controlling a group of telephone traffic function authorities through a long shaping numerical value, which has the following beneficial effects:
the method for controlling a group of telephone traffic function authorities through a long shaping numerical value comprises the steps that a long shaping is a 32-bit binary number, 1 of each binary number represents that a certain telephone traffic function is available, a telephone traffic control system specifies a group of available telephone traffic function authorities according to the state of a current seat, the telephone traffic system adds a group of telephone traffic function state code values, the addition result is converted into a long integer numerical value and is sent to a WEB seat operation control interface, the seat operation control interface controls the authorities of the seat for operating the telephone traffic function according to the state value of the telephone traffic function represented by each bit, and the control method of the telephone traffic function operation authorities of the seat in different seat states in the whole calling process is achieved.
Drawings
FIG. 1 is a schematic diagram of a control flow structure according to the present invention;
fig. 2 is a schematic diagram of a flow structure of a method according to the present invention.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present invention.
Referring to fig. 1-2, a method for controlling a set of traffic function permissions through a long shaping value includes an agent state, a traffic function group permission, a control agent WEB interface access permission, and an operation traffic, wherein a related operation of a traffic event is initiated by an agent end and then processed by a traffic platform traffic operation request, and then the traffic platform processes the operation name, a series of traffic events are generated in the processing process, a set of traffic operation permissions are bound through the traffic events to control interaction between the agent and the traffic, a 64-bit length integer is used to control interaction between the agent and the traffic, hexadecimal is adopted, each octet group can realize definition of 32 state control codes, each state corresponds to a traffic function, each complete traffic event comprises a plurality of agent states, each agent state can correspond to a set of traffic functions, each complete conversation event comprises a plurality of agent states, each agent state can correspond to one group of telephone traffic functions, one telephone traffic function can be converted into description of one group of state code values, a control code value in the agent state is formed by adding the group of state code values, the WEB interface acquires the control code value in the agent state, and the usable and unusable control of the telephone traffic functions is realized by adding a tag value controlled by the state code in an HTML element.
In order to achieve the above purpose, the present invention uses a 64-bit length integer to realize the control of 32 traffic function states, and in hexadecimal, each octet is a group, and the 32 state control codes are defined as follows:
the definition of the traffic function is performed for 32 status code information as follows:
in a call center system, the status of a seat is defined:
each AGENT state corresponds to a group of traffic functions, for example, the corresponding traffic function group under AGENT _ STATUS _ IDLE is:
methodClearCall ＝0x00000010；
methodAgentNotReady ＝0x00004000；
methodAnswerCall ＝0x00000040；
after the values corresponding to various telephone traffic functions are code-superposed, the control code (oprMask) corresponding to the AGENT _ STATUS _ IDLE state is as follows: 0x 00004050;
in the WEB seat interface, a traffic function control state is generated by acquiring the value of the state code (oprMask) and analyzing, and whether the corresponding traffic function is in an available state is determined by the values of the corresponding state code being 0 and 1, wherein the conversion method comprises the following steps:
agentnotready＝(oprMask&0x00004000)＝＝0false:true；
agentready＝(oprMask&0x00002000)＝＝0false:true；
answercall＝(oprMask&0x00000040)＝＝0false:true；
clearcall＝(oprMask&0x00000010)＝＝0false:true；
clearconnection＝(oprMask&0x00000010)＝＝0false:true；
conferencecall＝(oprMask&0x10000000)＝＝0false:true；
consultationcall＝(oprMask&0x01000000)＝＝0false:true；
holdcall＝(oprMask&0x00100000)＝＝0false:true；
interventcall＝(oprMask&0x00001000)＝＝0false:true；
listencall(oprMask&0x00000080)＝＝0false:true；
logoff＝(oprMask&0x00000002)＝＝0false:true；
logon＝(oprMask&0x00000001)＝＝0false:true；
makecall＝(oprMask&0x00000008)＝＝0false:true；
sstransfer＝(oprMask&0x00000100)＝＝0false:true；
transfercall＝(oprMask&0x02000000)＝＝0false:true；
unholdcall＝(oprMask&0x00200000)＝＝0false:true；
workNotReady＝(oprMask&0x00010000)＝＝0false:true；
workReady＝(oprMask&0x00008000)＝＝0false:true；
startMonitor＝(oprMask&0x00000080)＝＝0false:true；
stopMonitor＝(oprMask&0x08000000)＝＝0false:true；
singleTransferCall＝(oprMask&0x00000100)＝＝0false:true；
interceptCall＝(oprMask&0x00001000)＝＝0false:true；
startInvent＝(oprMask&0x00020000)＝＝0false:true；
stopInvent＝(oprMask&0x00800000)＝＝0false:true；
the binding of a page button and a telephone traffic function is realized by adding a custom tag data-ccbartype in an HTML element in a WEB interface of a diagram I, and the control on whether the page element is available or not is realized by changing the state value of the data-ccbartype telephone traffic function. The data-ccbartype state is defined as follows:
the electrical components presented in the document are all electrically connected with an external master controller and 220V mains, and the master controller can be a conventional known device controlled by a computer or the like.
When in use, the utility model is used,
in summary, the method for controlling a set of traffic function authority through a long shaping value,
it is noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, the use of the verb "comprise a" to define an element does not exclude the presence of another, same element in a process, method, article, or apparatus that comprises the element.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (2)
1. A method for controlling a group of telephone traffic function authorities through a long shaping numerical value comprises an agent state, a telephone traffic function group authority, an agent WEB interface access authority and an operation telephone traffic, and is characterized in that: the relevant operation of the telephone traffic event is initiated by the seat end and then processed by the telephone traffic operation request of the telephone traffic platform, after the telephone traffic platform processes the operation request, a series of telephone traffic events can be generated in the processing process, and the interaction between the seat and the telephone traffic operation is controlled through a group of telephone traffic operation authorities bound by the telephone traffic event;
the group of telephone traffic operation authorities bound through the telephone traffic event to control interaction between an agent and a telephone traffic, comprising:
defining 32 state control codes by utilizing a 64-bit-length integer and adopting hexadecimal, wherein each eight bit group is used, each state control code corresponds to a telephone traffic function, each complete call event comprises a plurality of seat states, and each seat state corresponds to a group of telephone traffic functions;
the WEB interface acquires a control code value in an agent state, and controls the availability and unavailability of a service function by adding a tag value controlled by a state control code to an HTML element so as to control the interaction between an agent and a service operation.
2. A method for controlling a set of traffic function permissions implemented by a long shaping value as claimed in claim 1, wherein: each complete conversation event comprises a plurality of agent states, each agent state corresponds to a group of telephone traffic functions, one telephone traffic function is converted into description of a group of state code values, and the control code values in the agent states are formed by adding the group of state code values.
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| DE602004006862D1 (en) * | 2004-07-29 | 2007-07-19 | 2K Elektronika | Computer-controlled telephone exchange for the management of telephones and / or workstation systems |
| CN101114919A (en) * | 2007-06-26 | 2008-01-30 | 中兴通讯股份有限公司 | Method for implementing client system state machine using database |
| CN102035951A (en) * | 2009-09-28 | 2011-04-27 | 中兴通讯股份有限公司 | Telephone traffic call transfer method and attendant console system |
| CN106657694A (en) * | 2016-10-25 | 2017-05-10 | 安徽讯呼信息科技有限公司 | Call center service management system |
| CN107071190A (en) * | 2016-12-31 | 2017-08-18 | 国家电网公司客户服务中心 | The method for finding telephone traffic system problem in time using traffic platform data |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US4199809A (en) * | 1976-04-05 | 1980-04-22 | The United States Of America As Represented By The Secretary Of The Navy | Programmable data terminal set |
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Patent Citations (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| DE602004006862D1 (en) * | 2004-07-29 | 2007-07-19 | 2K Elektronika | Computer-controlled telephone exchange for the management of telephones and / or workstation systems |
| CN101114919A (en) * | 2007-06-26 | 2008-01-30 | 中兴通讯股份有限公司 | Method for implementing client system state machine using database |
| CN102035951A (en) * | 2009-09-28 | 2011-04-27 | 中兴通讯股份有限公司 | Telephone traffic call transfer method and attendant console system |
| CN106657694A (en) * | 2016-10-25 | 2017-05-10 | 安徽讯呼信息科技有限公司 | Call center service management system |
| CN107071190A (en) * | 2016-12-31 | 2017-08-18 | 国家电网公司客户服务中心 | The method for finding telephone traffic system problem in time using traffic platform data |
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