CN109510904A - The detection method and system of call center's outgoing call recording - Google Patents
The detection method and system of call center's outgoing call recording Download PDFInfo
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- CN109510904A CN109510904A CN201811591872.4A CN201811591872A CN109510904A CN 109510904 A CN109510904 A CN 109510904A CN 201811591872 A CN201811591872 A CN 201811591872A CN 109510904 A CN109510904 A CN 109510904A
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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
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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
- H04M3/5175—Call or contact centers supervision arrangements
Abstract
The invention discloses the detection method and system of a kind of call center's outgoing call recording, the detection method includes: S1, building key word library, and the key word library is stored with multiple keywords corresponding with multiple users；S2, the telephone outbound call recording for obtaining one target user of calling, and outgoing call recording is converted into text to be detected；S3, at least one target keywords corresponding with the target user are obtained from the key word library, and extract the long longest target keywords of word as optimal keyword；It whether include the optimal keyword in S4, the detection text to be detected, if so, it is matched that the phone for determining the target user, which is with the target user,.The content of text that the present invention records outgoing call is preferentially identified matched most long word keyword by semantic analysis, is precisely matched to optimal as a result, improving the efficiency and accuracy of verifying text information.
Description
Technical field
The invention belongs to speech detection field, in particular to a kind of the detection method and system of call center's outgoing call recording.
Background technique
With the fast development of internet platform, the more and more end B (end Business, i.e. businessman end or enterprises end) quotient
Major internet platform is accessed at family, and the variation of trade company's telephone number not will lead to information source and the practical grasp situation of platform not
Match, cause inconvenience to platform, to solve this problem, outgoing call is initiated in platform meeting not timing, goes to match by keyword
Recording substance is defaulted once having keyword successful match to verifying the correctness of number, but when passing through keyword match
Number is correct, but it is existing be likely to occur many similar keywords, there is a certain error, and different keywords is corresponding
Different trade companies causes matching result inaccurate.
Summary of the invention
The technical problem to be solved by the present invention is in order to overcome voice communication in the prior art verify in keyword match essence
Low defect is spent, the detection method and system of a kind of call center's outgoing call recording are provided.
The present invention is to solve above-mentioned technical problem by following technical proposals:
A kind of detection method of call center's outgoing call recording, the detection method include:
S1, building key word library, the key word library are stored with multiple keywords corresponding with multiple users；
S2, the telephone outbound call recording for obtaining one target user of calling, and outgoing call recording is converted into text to be detected；
S3, at least one target keywords corresponding with the target user are obtained from the key word library, and extract
The long longest target keywords of word are as optimal keyword；
It whether include the optimal keyword in S4, the detection text to be detected, if so, determining the target user
Phone be with the target user be matched.
Preferably, step S4 is specifically included:
S41, obtain the target user optimal keyword word length；
S42, using the word length of the optimal keyword as intercepted length, forward direction intercepts the text to be detected, obtains first
Substring；
S43, first substring is matched with the optimal keyword of the target user, if successful match, is held
Row step S44；
S44, stop matching, and it is matched that the phone of the determining target user, which is with the target user,.
Preferably, if matching is unsuccessful, thening follow the steps S45 in step S43；
S45, the lead-in of the text to be detected is cut off；
Whether the length of the text to be detected after S46, detection excision is less than the word length of the optimal keyword, if it is not, then
Execute step S47；
S47, the text to be detected after excision is continued to intercept, obtains the first new substring, then return step S43 is to new
The first substring matched.
Preferably, in step S4, if testing result be it is no, then follow the steps S5；
S5, the optimal keyword is rejected；
S6, the long longest target keywords of word are extracted from the target keywords after rejecting as new optimal keyword；
Whether comprising the new optimal keyword in S7, the detection text to be detected, if so, using the target
Family marks uncertain label, the uncertain label be used to characterize the target user phone be with the target user whether
Matching need to carry out manual verification.
Preferably, in step S7, if testing result be it is no, then follow the steps S8；
All whether extraction finishes for S8, the detection target keywords, if so, S9 is thened follow the steps, if it is not, then returning to step
Rapid S5 rejects the new optimal keyword；
It is unmatched that S9, the phone for determining the target user, which are with the target user,.
A kind of detection system of call center's outgoing call recording, the detection system include character library building module, recording acquisition
Module, keyword-extraction module and first detection module；
For constructing key word library, the key word library is stored with corresponding with multiple users more the character library building module
A keyword；
The recording obtains the telephone outbound call recording that module is used to obtain one target user of calling, and the outgoing call is recorded
Be converted to text to be detected；
The keyword-extraction module is used to obtain corresponding with the target user at least one from the key word library
A target keywords, and the long longest target keywords of word are extracted as optimal keyword；
Whether the first detection module is used to detect comprising the optimal keyword in the text to be detected, if so,
It is matched that the phone for then determining the target user, which is with the target user,.
Preferably, the keyword-extraction module includes word length acquiring unit, interception unit and matching unit；
The word length acquiring unit is used to obtain the word length of the optimal keyword of the target user；
The interception unit is used for using the word length of the optimal keyword as intercepted length, and forward direction intercepts the text to be detected
This, obtains the first substring；
The matching unit is used to match first substring with the optimal keyword of the target user, if
With success, then stop matching, and it is matched that the phone of the determining target user, which is with the target user,.
Preferably, the keyword-extraction module further includes excision unit and detection unit；
The matching unit is also used to unsuccessful in first substring and the optimal keyword match of the target user
When call the excision unit；；
The excision unit is used to cut off the lead-in of the text to be detected；
Whether the length that the detection unit is used to detect the text to be detected after excision is less than the optimal keyword
Word length, if it is not, then calling the interception unit；；
The interception unit is also used to continue to intercept to the text to be detected after excision, obtains the first new substring, then
The matching unit is called to match the first new substring.
Preferably, the detection system further includes rejecting module；
When the first detection module is also used to not include the optimal keyword in the text to be detected, institute is called
State rejecting module；
The rejecting module is for rejecting the optimal keyword；
The keyword-extraction module is also used to extract the long longest target critical of word from the target keywords after rejecting
Word is as new optimal keyword；
Whether it includes the new optimal keyword that the first detection module is also used to detect in the text to be detected,
If so, marking uncertain label to the target user, the uncertain label is used to characterize the phone of the target user
It is that need to carry out manual verification with whether the target user matches.
Preferably, the detection system further includes the second detection module；
When the first detection module is also used to not include the optimal keyword newly in the text to be detected, adjust
With second detection module；
For detecting the target keywords, all whether extraction finishes second detection module, if so, determining institute
It is unmatched that the phone for stating target user, which is with the target user, if it is not, it is described new then to call the rejecting module to reject
Optimal keyword.
The positive effect of the present invention is that: the content of text that the present invention records outgoing call passes through semantic analysis, general
The most long word keyword matched preferentially identifies, be precisely matched to it is optimal as a result, improve verifying text information efficiency and
Accuracy.
Detailed description of the invention
Fig. 1 is the flow chart for the detection method that call center's outgoing call of the embodiment of the present invention 1 is recorded.
Fig. 2 is the flow chart of step 40 in the detection method of call center's outgoing call recording of the embodiment of the present invention 1.
Fig. 3 is the flow chart for the detection method that call center's outgoing call of the embodiment of the present invention 2 is recorded.
Fig. 4 is the module diagram for the detection system that call center's outgoing call of the embodiment of the present invention 3 is recorded.
Fig. 5 is the module of keyword-extraction module in the detection system of call center's outgoing call recording of the embodiment of the present invention 3
Schematic diagram.
Fig. 6 is the module diagram for the detection system that call center's outgoing call of the embodiment of the present invention 4 is recorded.
Specific embodiment
The present invention is further illustrated below by the mode of embodiment, but does not therefore limit the present invention to the reality
It applies among a range.
Embodiment 1
A kind of detection method of call center's outgoing call recording, as shown in Figure 1, the detection method includes:
Step 10, building key word library；Key word library is stored with multiple keywords corresponding with multiple users；
Step 20, the telephone outbound call recording for obtaining one target user of calling, and outgoing call recording is converted into text to be detected；
Step 30 obtains at least one target keywords corresponding with target user from key word library, and it is long to extract word
Longest target keywords are as optimal keyword；
It whether include optimal keyword in step 40, detection text to be detected, if so, thening follow the steps 50；
It is matched that step 50, the phone for determining target user, which are with target user,.
In the present embodiment, as shown in Fig. 2, step 40 specifically includes:
Step 401, obtain target user optimal keyword word length；
Step 402, using the word length of optimal keyword as intercepted length, forward direction intercepts text to be detected, obtains the first substring；
Step 403 matches the first substring with the optimal keyword of target user, if successful match, executes step
Rapid 404, if matching is unsuccessful, then follow the steps 405；
Step 404 stops matching, and it is matched that the phone of determining target user, which is with target user,.
Step 405 cuts off the lead-in of text to be detected；
Whether the length of the text to be detected after step 406, detection excision is less than the word length of optimal keyword, if it is not, then
Execute step S407；If being less than, illustrate not including optimal keyword in text to be detected；
Step 407 continues to intercept to the text to be detected after excision, obtains the first new substring, then return step 403
The first new substring is matched.
It lifts a specific example to be illustrated, it is assumed that detect the outgoing call recording of a target user now, first according to pass
Key character library obtains multiple keyword AB, BC, ABB, ABBC corresponding with the target user；
Assuming that having a section content for outgoing call recording is AAAABBCCC, first extracts keyword ABBC and matched, be interception with 4
Length intercepts to obtain band AAAA, mismatches with ABBC, then cut off lead-in, obtain AAABBCCC, continues interception matching, final to cut
The ABBC obtained is matched with ABBC, and then it is matched that the phone of the determining target user, which is with the target user,.
It is by the content of text of outgoing call recording by semantic analysis, matched most long word keyword is preferential in the present embodiment
It identifies, is precisely matched to optimal as a result, improving the efficiency and accuracy of verifying text information.
Embodiment 2
The detection method of call center's outgoing call recording of the present embodiment is to be further improved on the basis of embodiment 1, such as
Shown in Fig. 3, in step 40, if testing result be it is no, then follow the steps 60；
Step 60 rejects optimal keyword；
Step 70 extracts the long longest target keywords of word as new optimal key from the target keywords after rejecting
Word；
Whether comprising new optimal keyword in step 80, detection text to be detected, if so, 90 are thened follow the steps, if it is not,
Then follow the steps 100；
Step 90 marks uncertain label to target user；Uncertain label be used to characterize target user phone be with
Whether target user, which matches, need to carry out manual verification.
All whether extraction finishes for step 100, detection target keywords, if so, 110 are thened follow the steps, if it is not, then returning
Step 60 rejects new optimal keyword；
It is unmatched that step 110, the phone for determining target user, which are with target user,.
It should be noted that in the present embodiment when being matched to new optimal keyword, matched mode and implementation
It is the same to the matching scheme of optimal keyword in example 1, matched by intercepting substring.
It is further illustrated based on the example in embodiment 1:
Assuming that the content for having section outgoing call recording is AAAABBACC, when with keyword ABBC matching, without successful match,
The keyword ABB for then choosing next length is matched, and successful match, at this point, marking to the target user uncertain
Label, the uncertain label are that need to carry out people with whether the target user matches for characterizing the phone of the target user
Work verifying, because needing to further confirm that there may be similar user；
Assuming that having a section content for outgoing call recording is ACACACACCCACC, all keyword AB, BC, ABB, ABBC do not have
There is successful match, at this point, it is unmatched that the phone for determining the target user, which is with the target user,.
In the present embodiment, when all keywords do not have successful match, indicate the target user phone be with
The target user be it is unmatched, it is still, right in the case that other keywords other than optimal keyword have successful match
The target user marks uncertain label, and the phone that the uncertain label is used to characterize the target user is and the mesh
Whether mark user, which matches, need to carry out manual verification.
Embodiment 3
A kind of detection system of call center's outgoing call recording, as shown in figure 3, the detection system includes character library building module
1, recording obtains module 2, keyword-extraction module 3 and first detection module 4；
For constructing key word library, the key word library is stored with corresponding with multiple users the character library building module 1
Multiple keywords；
The recording obtains the telephone outbound call recording that module 2 is used to obtain one target user of calling, and the outgoing call is recorded
Sound is converted to text to be detected；
The keyword-extraction module 3 is used to obtain corresponding with the target user at least one from the key word library
A target keywords, and the long longest target keywords of word are extracted as optimal keyword；
Whether the first detection module 4 is used to detect comprising the optimal keyword in the text to be detected, if so,
It is matched that the phone for then determining the target user, which is with the target user,.
In the present embodiment, as shown in figure 4, the keyword-extraction module 3 includes word length acquiring unit 31, interception unit 32
With matching unit 33；
The word length acquiring unit 31 is used to obtain the word length of the optimal keyword of the target user；
The interception unit 32 is used for using the word length of the optimal keyword as intercepted length, and forward direction interception is described to be detected
Text obtains the first substring；
The matching unit 33 is used to match first substring with the optimal keyword of the target user, if
Successful match then stops matching, and it is matched that the phone of the determining target user, which is with the target user,.
Wherein, with reference to Fig. 4, the keyword-extraction module 3 further includes excision unit 34 and detection unit 35；
The matching unit 33 be also used to first substring and the target user optimal keyword match not at
The excision unit 34 is called when function；；
The excision unit 34 is used to cut off the lead-in of the text to be detected；
Whether the length that the detection unit 35 is used to detect the text to be detected after excision is less than the optimal keyword
Word length, if it is not, then calling the interception unit 32；；
The interception unit 32 is also used to continue to intercept to the text to be detected after excision, obtains the first new substring, so
The matching unit 33 is called to match the first new substring afterwards.
It lifts a specific example to be illustrated, it is assumed that detect the outgoing call recording of a target user now, first according to pass
Key character library obtains multiple keyword AB, BC, ABB, ABBC corresponding with the target user；
Assuming that having a section content for outgoing call recording is AAAABBCCC, first extracts keyword ABBC and matched, be interception with 4
Length intercepts to obtain band AAAA, mismatches with ABBC, then cut off lead-in, obtain AAABBCCC, continues interception matching, final to cut
The ABBC obtained is matched with ABBC, and then it is matched that the phone of the determining target user, which is with the target user,.
It is by the content of text of outgoing call recording by semantic analysis, matched most long word keyword is preferential in the present embodiment
It identifies, is precisely matched to optimal as a result, improving the efficiency and accuracy of verifying text information.
Embodiment 4
The detection system of call center's outgoing call recording of the present embodiment is further improved on the basis of embodiment 3, such as
Shown in Fig. 5, the detection system further includes rejecting module 5 and the second detection module 6；
When the first detection module 4 is also used to not include the optimal keyword in the text to be detected, call
The rejecting module 5；
The rejecting module 5 is for rejecting the optimal keyword；
The keyword-extraction module 3 is also used to extract the long longest target critical of word from the target keywords after rejecting
Word is as new optimal keyword；
Whether the first detection module 4 is also used to detect in the text to be detected comprising the new optimal key
Word, if so, marking uncertain label to the target user, the uncertain label is used to characterize the electricity of the target user
Words are need to carry out manual verification with whether the target user matches.
When the first detection module 4 is also used to not include the optimal keyword newly in the text to be detected,
Call second detection module 6；
For detecting the target keywords, all whether extraction finishes second detection module 6, if so, determining institute
It is unmatched that the phone for stating target user, which is with the target user, if it is not, it is described new then to call the rejecting module 5 to reject
Optimal keyword.
It should be noted that in the present embodiment when being matched to new optimal keyword, matched mode with it is optimal
The matching scheme of keyword is the same, is matched by intercepting substring.
It is further illustrated based on the example in embodiment 3:
Assuming that the content for having section outgoing call recording is AAAABBACC, when with keyword ABBC matching, without successful match,
The keyword ABB for then choosing next length is matched, and successful match, at this point, marking to the target user uncertain
Label, the uncertain label are that need to carry out people with whether the target user matches for characterizing the phone of the target user
Work verifying, because needing to further confirm that there may be similar user；
Assuming that having a section content for outgoing call recording is ACACACACCCACC, all keyword AB, BC, ABB, ABBC do not have
There is successful match, at this point, it is unmatched that the phone for determining the target user, which is with the target user,.
In the present embodiment, when all keywords do not have successful match, indicate the target user phone be with
The target user be it is unmatched, it is still, right in the case that other keywords other than optimal keyword have successful match
The target user marks uncertain label, and the phone that the uncertain label is used to characterize the target user is and the mesh
Whether mark user, which matches, need to carry out manual verification.
Although specific embodiments of the present invention have been described above, it will be appreciated by those of skill in the art that this is only
For example, protection scope of the present invention is to be defined by the appended claims.Those skilled in the art without departing substantially from
Under the premise of the principle and substance of the present invention, many changes and modifications may be made, but these change and
Modification each falls within protection scope of the present invention.
Claims (10)
1. a kind of detection method of call center's outgoing call recording, which is characterized in that the detection method includes:
S1, building key word library, the key word library are stored with multiple keywords corresponding with multiple users；
S2, the telephone outbound call recording for obtaining one target user of calling, and outgoing call recording is converted into text to be detected；
S3, at least one target keywords corresponding with the target user are obtained from the key word library, and it is long to extract word
Longest target keywords are as optimal keyword；
It whether include the optimal keyword in S4, the detection text to be detected, if so, determining the electricity of the target user
It is matched that words, which are with the target user,.
2. the detection method of outgoing call recording in call center's as described in claim 1, which is characterized in that step S4 is specifically included:
S41, obtain the target user optimal keyword word length；
S42, using the word length of the optimal keyword as intercepted length, forward direction intercepts the text to be detected, obtains the first substring；
S43, first substring is matched with the optimal keyword of the target user, if successful match, executes step
Rapid S44；
S44, stop matching, and it is matched that the phone of the determining target user, which is with the target user,.
3. the detection method of outgoing call recording in call center's as claimed in claim 2, which is characterized in that in step S43, if matching
It is unsuccessful, then follow the steps S45；
S45, the lead-in of the text to be detected is cut off；
Whether the length of the text to be detected after S46, detection excision is less than the word length of the optimal keyword, if it is not, then executing
Step S47；
S47, the text to be detected after excision is continued to intercept, obtains the first new substring, then return step S43 is to new
One substring is matched.
4. the detection method of outgoing call recording in call center's as described in claim 1, which is characterized in that in step S4, if detection
As a result be it is no, then follow the steps S5；
S5, the optimal keyword is rejected；
S6, the long longest target keywords of word are extracted from the target keywords after rejecting as new optimal keyword；
Whether comprising the new optimal keyword in S7, the detection text to be detected, if so, being marked to the target user
Remember uncertain label, the uncertain label is for characterizing the phone of the target user whether is matched with the target user
It need to carry out manual verification.
5. the detection method of outgoing call recording in call center's as claimed in claim 4, which is characterized in that in step S7, if detection
As a result be it is no, then follow the steps S8；
All whether extraction finishes for S8, the detection target keywords, if so, S9 is thened follow the steps, if it is not, then return step S5
Reject the new optimal keyword；
It is unmatched that S9, the phone for determining the target user, which are with the target user,.
6. a kind of detection system of call center's outgoing call recording, which is characterized in that the detection system include character library building module,
Recording obtains module, keyword-extraction module and first detection module；
For the character library building module for constructing key word library, the key word library is stored with multiple passes corresponding with multiple users
Key word；
The recording obtains the telephone outbound call recording that module is used to obtain one target user of calling, and the outgoing call is recorded and is converted
For text to be detected；
The keyword-extraction module is used to obtain at least one mesh corresponding with the target user from the key word library
Keyword is marked, and extracts the long longest target keywords of word as optimal keyword；
Whether the first detection module is for detecting comprising the optimal keyword in the text to be detected, if so, really
It is matched that the phone of the fixed target user, which is with the target user,.
7. the detection system of outgoing call recording in call center's as claimed in claim 6, which is characterized in that the keyword extraction mould
Block includes word length acquiring unit, interception unit and matching unit；
The word length acquiring unit is used to obtain the word length of the optimal keyword of the target user；
The interception unit is used for using the word length of the optimal keyword as intercepted length, and forward direction intercepts the text to be detected,
Obtain the first substring；
The matching unit for first substring to be matched with the optimal keyword of the target user, if match at
Function then stops matching, and it is matched that the phone of the determining target user, which is with the target user,.
8. the detection system of outgoing call recording in call center's as claimed in claim 7, which is characterized in that the keyword extraction mould
Block further includes excision unit and detection unit；
The matching unit is also used to the tune when the optimal keyword match of first substring and the target user is unsuccessful
With the excision unit；；
The excision unit is used to cut off the lead-in of the text to be detected；
Whether the length that the detection unit is used to detect the text to be detected after excision is less than the word length of the optimal keyword,
If it is not, then calling the interception unit；；
The interception unit is also used to continue to intercept to the text to be detected after excision, obtains the first new substring, then calls
The matching unit matches the first new substring.
9. the detection system of outgoing call recording in call center's as claimed in claim 6, which is characterized in that the detection system is also wrapped
Include rejecting module；
When the first detection module is also used to not include the optimal keyword in the text to be detected, picked described in calling
Except module；
The rejecting module is for rejecting the optimal keyword；
The keyword-extraction module is also used to extract the long longest target keywords of word from the target keywords after rejecting and makees
For new optimal keyword；
Whether the first detection module is also used to detect in the text to be detected comprising the new optimal keyword, if
It is that uncertain label then is marked to the target user, the phone that the uncertain label is used to characterize the target user is
Manual verification need to be carried out with whether the target user matches.
10. the detection system of outgoing call recording in call center's as claimed in claim 9, which is characterized in that the detection system is also
Including the second detection module；
When the first detection module is also used to not include the optimal keyword newly in the text to be detected, institute is called
State the second detection module；
For detecting the target keywords, all whether extraction finishes second detection module, if so, determining the mesh
The phone for marking user be with the target user is unmatched, if it is not, then call the rejectings module reject it is described newly most
Excellent keyword.
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| CN111601002A (en) * | 2020-04-10 | 2020-08-28 | 北京捷通华声科技股份有限公司 | Client number state matching method and device, electronic equipment and storage medium |
| CN112015884A (en) * | 2020-08-28 | 2020-12-01 | 欧冶云商股份有限公司 | Method and device for extracting keywords of user visiting data and storage medium |
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| CN102298585A (en) * | 2010-06-24 | 2011-12-28 | 高德软件有限公司 | Address splitting and level marking method and device |
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| CN104077320A (en) * | 2013-03-29 | 2014-10-01 | 北京百度网讯科技有限公司 | Method and device for generating to-be-published information |
| CN103577548A (en) * | 2013-10-12 | 2014-02-12 | 优视科技有限公司 | Method and device for matching characters with close pronunciation |
| CN103914533A (en) * | 2014-03-31 | 2014-07-09 | 百度在线网络技术（北京）有限公司 | Promotion search result display method and device |
| CN108536667A (en) * | 2017-03-06 | 2018-09-14 | 中国移动通信集团广东有限公司 | Chinese text recognition methods and device |
| CN108848276A (en) * | 2018-07-30 | 2018-11-20 | 携程旅游信息技术（上海）有限公司 | Telephone number method for detecting availability, system, equipment and storage medium |
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| CN111601002A (en) * | 2020-04-10 | 2020-08-28 | 北京捷通华声科技股份有限公司 | Client number state matching method and device, electronic equipment and storage medium |
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