CN109756634B

CN109756634B - Abnormal number generation method, equipment and system

Info

Publication number: CN109756634B
Application number: CN201711057527.8A
Authority: CN
Inventors: 徐超; 陈刚
Original assignee: Alibaba Group Holding Ltd
Current assignee: Alibaba Group Holding Ltd
Priority date: 2017-11-01
Filing date: 2017-11-01
Publication date: 2021-02-23
Anticipated expiration: 2037-11-01
Also published as: CN109756634A

Abstract

The application provides a generation method of an abnormal number, a management and control method of an incoming call, a server, a customer service system, a management and control system of the incoming call, computing equipment and a computer readable storage medium, and relates to the technical field of data processing. The abnormal number generation method comprises the following steps: acquiring telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprises a hot line number, an incoming call number and a key value of a called party; screening out hot-line numbers with dialing times exceeding a first threshold value, and determining incoming calls corresponding to the screened hot-line numbers; counting the incoming calls of which the key values corresponding to the screened incoming calls are smaller than a second threshold value; and generating an abnormal number according to the counted telephone traffic data corresponding to the incoming call. Through the technical scheme, the problem of identification of the malicious incoming call is solved, the historical telephone traffic data is cleaned, and potential malicious numbers are shielded.

Description

Abnormal number generation method, equipment and system

Technical Field

The application belongs to the technical field of data processing, and particularly relates to a generation method of an abnormal number, a management and control method of an incoming call, a server, a customer service system, a management and control system of an incoming call, a computing device and a computer readable storage medium.

Background

In the prior art, the customer service system receives a large number of invalid incoming calls every day, for example, the number of incoming calls of the customer service system reaches even fifty million in one day in certain peak time. These invalid calls negatively impact the customer service experience. These incoming numbers typically involve three operators and the number segments are extremely distributed and difficult to manage and block effectively. Existing implementations generally include the following two forms:

1. and flow control, namely when the load of the customer service system reaches a certain threshold value, a flow control unit of the customer service system performs overload protection on the customer service system by adopting a mode of discarding a new incoming call.

A disadvantage of the flow control scheme is that it is based on the flow of the entire customer service system, and only works when the load of the entire customer service system reaches a certain threshold. For the worst case scenario, given that the customer service system is flooded with a large number of inactive calls and the customer service system is already overloaded, calls from real customers are difficult to enter the customer service system because the flow control scheme may drop new incoming calls.

2. Access control lists that require the administrator of the customer service system to enter these numbers into the exception list of the system in advance to block numbers on exceptions.

The access control list scheme has the disadvantages that the scheme of only inputting abnormal numbers by an administrator seems easy and is difficult to operate practically because the scheme requires excessive manual intervention, is difficult to adapt to the characteristics of quick change and wide distribution of invalid numbers, and is inferior in timeliness and quantity.

Therefore, a new scheme for effectively managing and blocking a large number of invalid incoming calls is urgently needed.

Disclosure of Invention

In view of the above, the present application provides a method for generating an abnormal number, a method for managing and controlling an incoming call, a server, a customer service system, a system for managing and controlling an incoming call, a computing device, and a computer-readable storage medium, by screening out a telephone traffic corresponding to a hotline number whose dialing frequency exceeds a certain threshold in a history incoming call, counting incoming calls whose key values corresponding to the screened telephone traffic are smaller than a second threshold, and finally generating an abnormal number according to the counted telephone traffic data of the incoming call, the problem of identification of a malicious incoming call is solved, cleaning of history telephone traffic data is achieved, potential malicious numbers are shielded, and the telephone traffic resources are prevented from being occupied by the numbers to influence a normal user to access the hotline for customer service.

In order to achieve the above purpose, the present application provides the following technical solutions:

according to a first aspect of the present application, a method for generating an exception number is provided, which is applied to a server, and includes:

acquiring telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprises a hot line number, an incoming call number and a key value of a called party;

screening out hot-line numbers with dialing times exceeding a first threshold value, and determining incoming calls corresponding to the screened hot-line numbers;

counting the incoming calls of which the key values corresponding to the screened incoming calls are smaller than a second threshold value;

and generating an abnormal number according to the counted telephone traffic data corresponding to the incoming call.

According to a second aspect of the present application, a method for managing and controlling an incoming call is provided, which is applied to a customer service system, and includes:

receiving an incoming call initiated by an incoming number;

and identifying the incoming call according to an abnormal number to obtain an identification result, wherein the abnormal number is output by a server.

According to a third aspect of the present application, a method for managing and controlling an incoming call is provided, where the method is applied to a customer service system, and includes:

receiving an incoming call initiated by an incoming number;

and forwarding the incoming call to a server so that the server outputs an authentication result after authenticating the incoming call according to an abnormal number.

According to a fourth aspect of the present application, there is provided a server comprising:

the telephone traffic data acquisition module is used for acquiring telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprises a hot line number, an incoming call number and a key value of a called party;

the incoming call screening module is used for screening out hot-line numbers with dialing times exceeding a first threshold value and determining incoming calls corresponding to the screened hot-line numbers;

the incoming call counting module is used for counting the screened incoming calls of which the key values corresponding to the incoming calls are smaller than a second threshold value;

and the abnormal number generation module is used for generating an abnormal number according to the counted telephone traffic data corresponding to the incoming call.

According to a fifth aspect of the present application, there is provided a customer service system comprising:

the incoming call receiving module is used for receiving an incoming call initiated by an incoming number;

and the incoming call identification module is used for identifying the incoming call according to an abnormal number to obtain an identification result, wherein the abnormal number is output by a server.

According to a sixth aspect of the present application, there is provided a customer service system comprising:

and the incoming call forwarding module is used for forwarding the incoming call to a server so that the server outputs an authentication result after authenticating the incoming call according to an abnormal number.

According to a seventh aspect of the present application, a management and control system for an incoming call is provided, the management and control system includes a server and at least one customer service system,

the server is configured to: acquiring traffic data corresponding to multiple incoming calls stored in the customer service system, screening out hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls corresponding to the screened hot line numbers, counting the incoming calls with key values corresponding to the screened incoming calls being smaller than a second threshold value, and generating abnormal numbers according to the traffic data corresponding to the counted incoming calls, wherein the traffic data comprises called hot line numbers, incoming numbers and key values;

the customer service system is configured to: and receiving an incoming call initiated by an incoming number, and identifying the incoming call according to the abnormal number to obtain an identification result.

According to the eighth aspect of the present application, a management and control system for incoming calls is provided, the management and control system comprises a server and at least one customer service system,

the customer service system is configured to: receiving an incoming call initiated by an incoming number, forwarding the incoming call to the server, so that the server authenticates the incoming call according to an abnormal number and then outputs an authentication result.

According to a ninth aspect of the present application, there is provided a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

the method comprises the steps of obtaining telephone traffic data corresponding to multiple incoming calls stored in a customer service system, screening out hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls with key values smaller than a second threshold value, wherein the key values corresponding to the incoming calls are statistically screened out and correspond to the hot line numbers, and generating abnormal numbers according to the telephone traffic data corresponding to the counted incoming calls, wherein the telephone traffic data comprise called hot line numbers, incoming numbers and key values.

According to a tenth aspect of the present application, a computer-readable storage medium is presented, which stores a computer program for executing:

According to an eleventh aspect of the present application, there is provided a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

receiving an incoming call initiated by an incoming number;

According to a twelfth aspect of the present application, a computer-readable storage medium is presented, which stores a computer program for executing:

receiving an incoming call initiated by an incoming number;

According to a thirteenth aspect of the present application, there is provided a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

receiving an incoming call initiated by an incoming number;

According to a fourteenth aspect of the present application, a computer-readable storage medium is presented, which stores a computer program for executing:

receiving an incoming call initiated by an incoming number;

According to the technical scheme, telephone traffic corresponding to hot line numbers with dialing times exceeding a certain threshold value in historical incoming calls is screened, incoming calls with key values corresponding to the screened telephone traffic being smaller than a second threshold value are counted, and abnormal numbers are generated according to the counted telephone traffic data of the incoming calls.

In order to make the aforementioned and other objects, features and advantages of the present application more comprehensible, preferred embodiments accompanied with figures are described in detail below.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the description of the embodiments or the prior art will be briefly introduced below, it is obvious that the drawings in the following description are only some embodiments described in the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without any creative effort.

Fig. 1 is a schematic diagram illustrating a management system for an incoming call according to the present application;

FIG. 2 is a schematic diagram illustrating interaction between a server and at least one client system in a management system for incoming calls according to the present application;

FIG. 3 is a schematic diagram of a server according to the present application;

FIG. 4 is a schematic diagram illustrating an incoming call screening module of a server according to the present application;

FIG. 5 is a schematic diagram illustrating an incoming call statistics module of a server according to the present application;

FIG. 6 is a schematic diagram of a customer service system according to the present application;

FIG. 7 is a schematic diagram illustrating the structure of an incoming call authentication module of a customer service system according to the present application;

FIG. 8 is a flowchart illustrating a method for generating an abnormal number according to the present application;

fig. 9 shows a schematic flow chart of step S102 in fig. 8;

fig. 10 shows a schematic flow chart of step S103 in fig. 8;

fig. 11 is a flowchart illustrating a method for managing an incoming call according to the present application;

FIG. 12 shows a flowchart of step S402 in FIG. 11;

FIG. 13 is a diagram illustrating a method for generating exception numbers in an exemplary embodiment of the present application;

FIG. 14 is a schematic diagram illustrating interaction between a server and at least one client system in another incoming call management and control system according to the present application;

fig. 15 is a flowchart illustrating another incoming call management method according to the present application.

Detailed Description

The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only a part of the embodiments of the present application, 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 application.

The principles and spirit of the present application are explained in detail below with reference to several representative embodiments of the present application.

Although the present application provides method operational steps or apparatus configurations as illustrated in the following examples or figures, more or fewer operational steps or modular units may be included in the methods or apparatus based on conventional or non-inventive efforts. In the case of steps or structures which do not logically have the necessary cause and effect relationship, the execution sequence of the steps or the module structure of the apparatus is not limited to the execution sequence or the module structure shown in the embodiment or the drawings of the present application. The described methods or modular structures, when applied in an actual device or end product, may be executed sequentially or in parallel according to embodiments or the methods or modular structures shown in the figures.

The applicant of the application discovers that after a plurality of incoming calls are connected, no key operation is carried out, and the same target hot line number is repeatedly dialed for a plurality of times within a period of time after the incoming calls are connected through analyzing the service data. Based on the phenomenon, the method and the device provide a scheme for cleaning historical telephone traffic data, screen out telephone traffic corresponding to hot-line numbers with dialing times exceeding a certain threshold value within a certain period of time by using a cleaning algorithm, judge whether keys exist in the telephone traffic and then generate abnormal numbers.

Fig. 1 is a schematic diagram illustrating a management system of an incoming call, and fig. 2 is a schematic diagram illustrating interaction between a server and at least one customer service system in the management system of an incoming call, please refer to fig. 1 and fig. 2, the management system includes a server 100 and at least one customer service system 200, and the customer service system 200 is, for example, a customer service system of a shopping website and a customer service system of a ticketing website. In the present application:

s1: the server acquires historical traffic data corresponding to multiple incoming calls stored on the customer service system, wherein the traffic data comprises a called hot line number (dnis), an incoming call number (ani, a mobile phone or a fixed phone number), a key value (DTMF), an identifier (a unique identifier recorded when each incoming call is incoming), an incoming call time point (callTime, unit is second) and a hot line identifier (callid recorded after being allocated to a corresponding hot line).

S2: and screening hot-line numbers with the dialing times exceeding a first threshold value L, and determining the incoming calls corresponding to the screened hot-line numbers.

In one embodiment of the present application, step S2 includes: firstly, generating a set S based on the telephone traffic data corresponding to the incoming calls, then grouping the incoming calls in the set S according to the called hot line numbers to obtain a plurality of first subsets H, and finally screening out the first subsets with the number of the incoming calls in the first subsets H larger than a first threshold value as a second subset G, wherein the second subset G is a set formed by the incoming calls screened in the step S2.

S3: and counting the incoming calls of which the key values corresponding to the screened incoming calls are smaller than a second threshold value.

In one embodiment of the present application, step S3 includes: and obtaining a key value corresponding to the incoming call in the second subset G, and when the key value is smaller than a second threshold D, forming a third subset P based on the incoming call, where the third subset P is a set formed by the incoming calls counted in step S3.

S4: and generating an abnormal number according to the counted telephone traffic data corresponding to the incoming call.

In one embodiment of the present application, step S4 includes: and adding the hot line number of the incoming call and/or the called party corresponding to the incoming call in the third subset P into the abnormal number. The rules for shielding the incoming call are different in different customer service systems, some customer service systems only compare hot-line numbers of the incoming call or the called party, and some customer service systems also compare the hot-line numbers of the incoming call and the called party at the same time, so that various implementation modes exist in the abnormal number generated based on the traffic data corresponding to the incoming call, and only the incoming call is included, or the incoming call and the called hot-line number are included at the same time.

In another embodiment of the present application, after the third subset P is obtained in step S3, the customer service system verifies whether the incoming call number corresponding to the incoming call in the third subset is a valid user, and when the incoming call number is a valid user, the incoming call number corresponding to the incoming call number is deleted from the third subset, otherwise, step S4 is executed.

S5: and outputting the abnormal number to a plurality of customer service servers.

S6: the customer service system receives an incoming call initiated by an incoming number.

S7: and when the incoming call number corresponding to the incoming call and/or the called hot line number are/is on the abnormal number, generating an authentication result that the incoming call is the abnormal number, and intercepting the incoming call or marking the incoming call as the abnormal call or distributing the incoming call to a preset number or outputting prompt information.

S8: and when the corresponding incoming call number and/or the called hot line number of the incoming call are not on the abnormal number, generating an authentication result that the incoming call is a normal number, and distributing the incoming call to the called hot line number.

Therefore, according to the management and control system for the incoming calls, the server screens out the telephone traffic corresponding to the hot line number with the dialing times exceeding a certain threshold value in the historical incoming calls, counts the incoming calls with the key values corresponding to the screened telephone traffic being smaller than a second threshold value, finally generates abnormal numbers according to the counted telephone traffic data of the incoming calls, outputs the identification result of the incoming calls according to the abnormal numbers after the customer service system receives the incoming calls, and finally manages and controls the incoming calls according to the identification result, so that the problem of identification of malicious incoming calls is solved, the historical telephone traffic data are cleaned, potential malicious numbers are shielded, telephone traffic resources are prevented from being occupied by the numbers, and normal users are prevented from accessing the customer service hot line.

Fig. 3 shows a schematic structural diagram of a server according to the present application, and referring to fig. 3, the server 100 includes:

the telephone traffic data acquisition module 101 is configured to acquire telephone traffic data corresponding to multiple incoming calls, where the telephone traffic data includes a hot line number of a called party, an incoming call number, and a key value;

the incoming call screening module 102 is configured to screen out hot-line numbers with dialing times exceeding a first threshold, and determine incoming calls corresponding to the screened hot-line numbers;

the incoming call counting module 103 is used for counting the screened incoming calls of which the key value corresponding to the incoming calls is smaller than a second threshold value;

and the abnormal number generation module 104 is configured to generate an abnormal number according to the counted traffic data corresponding to the incoming call.

Fig. 4 is a schematic structural diagram of an incoming call screening module of a server according to the present application, and referring to fig. 4, in an embodiment of the present application, the incoming call screening module 102 includes:

a set generating module 1021, configured to generate a set based on traffic data corresponding to the incoming call;

a set grouping module 1022, configured to group incoming calls in the set according to the called hot line number to obtain a plurality of first sub-sets;

the set filter module 1023 is configured to filter out a first subset of the first subset in which the number of incoming calls is greater than a first threshold, as a second subset.

Fig. 5 is a schematic structural diagram of an incoming call statistics module of a server according to the present application, and referring to fig. 5, in an embodiment of the present application, the incoming call statistics module 103 includes:

a key value obtaining module 1031, configured to obtain a key value corresponding to the incoming call in the second subset;

a subset generating module 1032 configured to form a third subset based on the incoming call when the key value is smaller than a second threshold.

In one embodiment of the present application, the server 100 further includes:

the incoming call verification module is used for verifying whether the incoming number corresponding to the incoming call in the third subset is a legal user or not;

and the incoming call deleting module is used for deleting the incoming call corresponding to the incoming call number from the third subset when the incoming call number is a legal user.

And the abnormal number generation module is used for adding the incoming call corresponding to the incoming call in the third subset and/or the called hot line number into the abnormal number.

In one embodiment of the present application, the server 100 further includes:

and the abnormal number output module is used for outputting the abnormal number.

Fig. 6 is a schematic structural diagram of a customer service system 200 according to the present application, and referring to fig. 6, the customer service system 200 includes:

an incoming call receiving module 201, configured to receive an incoming call initiated by an incoming number;

the incoming call identification module 202 is configured to identify the incoming call according to an abnormal number, which is output by a server, to obtain an identification result.

In one embodiment of the present application, as shown in fig. 7, the incoming call authentication module 202 includes:

a first result output module 2021, configured to generate an authentication result that the incoming call is an abnormal number when an incoming number corresponding to the incoming call and/or a hot line number of the called party is on the abnormal number;

a second result output module 2022, configured to generate an authentication result that the incoming call is a normal number when the incoming number corresponding to the incoming call and/or the hot line number of the called party are not on the abnormal number.

In another embodiment of the present application, the customer service system 200 further comprises:

and the incoming call management and control module is used for managing and controlling the incoming call according to the authentication result.

Specifically, when the incoming call is displayed as an abnormal number by the authentication result, intercepting the incoming call, marking the incoming call as an abnormal call, distributing the incoming call to a preset number or outputting prompt information;

and when the authentication result shows that the incoming call is a normal number, assigning the incoming call to the called hot-line number.

Therefore, according to the customer service system, the incoming call number corresponding to the incoming call, the called hot line number and the stored abnormal number are compared, so that the incoming call is determined to be intercepted or the incoming call is distributed to the called hot line number, potential malicious numbers are shielded, and the situation that telephone traffic resources are occupied by the numbers to influence normal users to connect the customer service hot line is avoided.

Fig. 14 shows a schematic diagram of interaction between a server and at least one customer service system in another management system for incoming calls according to the present application, please refer to fig. 1 and 14, the management system includes a server 100 and at least one customer service system 200, and the customer service system 200 is, for example, a customer service system of a shopping website and a customer service system of a ticketing website. In the present application:

S7: and the customer service system forwards an incoming call initiated by the incoming number to a server, so that the server identifies the incoming call according to an abnormal number and then outputs an identification result.

In the embodiment shown in fig. 14, the client system forwards the incoming call to the server 100 in step S7. In other embodiments of the present application, the customer service system may also forward the incoming call to a server other than the server 100 for output of the authentication result.

S8: when the incoming call number corresponding to the incoming call and/or the called hot line number are/is on the abnormal number, generating and outputting an authentication result that the incoming call is the abnormal number; and when the incoming call number corresponding to the incoming call and/or the called hot line number are not on the abnormal number, generating and outputting an authentication result that the incoming call is a normal number.

S9: intercepting the incoming call or marking the incoming call as an abnormal call or assigning the incoming call to a preset number or outputting prompt information when the identification result shows that the incoming call is an abnormal number, and assigning the incoming call to a hot line number of the called party when the identification result shows that the incoming call is a normal number.

Therefore, according to the management and control system for the incoming calls, the server screens out the telephone traffic corresponding to the hot line number with the dialing times exceeding a certain threshold value in the historical incoming calls, counts the incoming calls with the key values corresponding to the screened telephone traffic being smaller than a second threshold value, finally generates abnormal numbers according to the counted telephone traffic data of the incoming calls, forwards the incoming calls to the server after the customer service system receives the incoming calls, outputs the identification results of the incoming calls according to the abnormal numbers by the server, and finally manages and controls the incoming calls according to the identification results by the customer service system, so that the problem of identification of malicious incoming calls is solved, the historical telephone traffic data are cleaned, potential malicious numbers are shielded, and the numbers are prevented from occupying telephone traffic resources to influence normal users to access the customer service hot line.

The present application further provides a customer service system, comprising:

The present application further provides a server, including:

the incoming call receiving module is used for receiving an incoming call sent by the client system;

the identification result output module is used for identifying the incoming call according to an abnormal number and then generating an identification result, specifically, when the incoming call number and/or the called hot line number corresponding to the incoming call is/are on the abnormal number, the identification result that the incoming call is the abnormal number is generated, and when the incoming call number and/or the called hot line number corresponding to the incoming call is not on the abnormal number, the identification result that the incoming call is the normal number is generated.

The application provides a customer service system, still includes:

the authentication result receiving module is used for receiving the authentication result;

and the incoming call management and control module is used for managing and controlling the incoming call according to the authentication result. Specifically, when the incoming call is displayed as an abnormal number by the authentication result, intercepting the incoming call, marking the incoming call as an abnormal call, distributing the incoming call to a preset number or outputting prompt information; and when the authentication result shows that the incoming call is a normal number, assigning the incoming call to the called hot-line number.

In an embodiment of the present application, the server and the plurality of customer service systems may be coupled and deployed in the same independent server or server cluster, or may be deployed on different servers respectively.

The present application further provides a computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

The present application further proposes a computer-readable storage medium storing a computer program for executing:

The present application further proposes a computing device, the computing device comprising: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

receiving an incoming call initiated by an incoming number;

Having described the server, customer service system, management and control system for incoming calls, computing device, and computer-readable storage medium of the present application, the method of the present application is described next with reference to the accompanying drawings. The implementation of the method can be referred to the implementation of the system, and repeated details are not repeated.

Fig. 8 is a schematic flowchart illustrating a method for generating an exception number according to the present application, please refer to fig. 8, where the method includes:

s101: acquiring telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprises a hot line number, an incoming call number and a key value of a called party;

s102: screening out hot-line numbers with dialing times exceeding a first threshold value, and determining incoming calls corresponding to the screened hot-line numbers;

s103: counting the incoming calls of which the key values corresponding to the screened incoming calls are smaller than a second threshold value;

s104: and generating an abnormal number according to the counted telephone traffic data corresponding to the incoming call. The exception number is in a particular embodiment such as a black list.

Fig. 9 shows a schematic flowchart of step S102, and referring to fig. 9, in an embodiment of the present application, the step further includes:

s201: generating a set based on traffic data corresponding to the incoming call;

s202: grouping incoming calls in the set according to the called hot line number to obtain a plurality of first sub-sets;

s203: a first subset of the first subset having a number of incoming calls greater than a first threshold is filtered out as a second subset.

Fig. 10 shows a schematic flow chart of step S103, referring to fig. 10, in an embodiment of the present application, the step includes: acquiring a preset total generation number n;

s301: acquiring a key value corresponding to the incoming call in the second subset;

s302: forming a third subset based on the incoming call when the key value is less than a second threshold.

In one embodiment of the present application, the method further comprises:

verifying whether the incoming number corresponding to the incoming call in the third subset is a legal user;

and when the incoming call number is a legal user, deleting the incoming call corresponding to the incoming call number from the third subset.

In an embodiment of the application, generating the abnormal number according to the counted traffic data corresponding to the incoming call includes adding a hot line number of the incoming call and/or the called party corresponding to the incoming call in the third subset to the abnormal number. The rules for shielding the incoming call are different in different customer service systems, some customer service systems only compare hot-line numbers of the incoming call or the called party, and some customer service systems also compare the hot-line numbers of the incoming call and the called party at the same time, so that various implementation modes exist in the abnormal number generated based on the traffic data corresponding to the incoming call, and only the incoming call is included, or the incoming call and the called hot-line number are included at the same time.

In one embodiment of the present application, the method further comprises outputting the exception number.

Fig. 11 is a schematic flowchart illustrating a method for managing an incoming call according to the present application, and referring to fig. 11, the method includes:

s401: receiving an incoming call initiated by an incoming number;

s402: and identifying the incoming call according to an abnormal number to obtain an identification result, wherein the abnormal number is output by a server.

Fig. 12 shows a schematic flow chart of step S402, referring to fig. 12, in an embodiment of the present application, the step includes:

s501: when the incoming call number corresponding to the incoming call and/or the called hot line number are/is on the abnormal number, generating an authentication result that the incoming call is the abnormal number;

s502: and when the incoming number corresponding to the incoming call and/or the called hot line number are not on the abnormal number, generating an authentication result that the incoming call is a normal number.

In one embodiment of the present application, the method for managing and controlling an incoming call further includes:

and managing and controlling the incoming call according to the authentication result. Specifically, when the incoming call is displayed as an abnormal number by the authentication result, intercepting the incoming call, marking the incoming call as an abnormal call, distributing the incoming call to a preset number or outputting prompt information;

Therefore, according to the incoming call management and control method, the incoming call identification result is generated by comparing the incoming call number corresponding to the incoming call, the called hotline number and the stored abnormal number, the incoming call is intercepted or marked as the abnormal call or is distributed to a preset number or prompt information is output or is distributed to the called hotline number according to the identification result, shielding of potential malicious numbers is achieved, the numbers are prevented from occupying telephone traffic resources, and the situation that a normal user can access the customer service hotline is influenced is achieved.

Fig. 15 is a schematic flow chart illustrating another method for managing incoming calls according to the present application, and referring to fig. 15, the method includes:

s601: receiving an incoming call initiated by an incoming number;

s602: and forwarding the incoming call to a server so that the server outputs an authentication result after authenticating the incoming call according to an abnormal number.

When the incoming call number corresponding to the incoming call and/or the called hot line number are/is on the abnormal number, the server generates an authentication result that the incoming call is the abnormal number;

and when the incoming call number corresponding to the incoming call and/or the called hot line number are not on the abnormal number, the server generates an authentication result that the incoming call is a normal number.

and receiving the authentication result output by the server, and managing and controlling the incoming call according to the authentication result. Specifically, when the incoming call is displayed as an abnormal number by the authentication result, intercepting the incoming call, marking the incoming call as an abnormal call, distributing the incoming call to a preset number or outputting prompt information;

Therefore, according to the method for managing and controlling the incoming call, the incoming call is forwarded to the server, so that the server compares the incoming call number corresponding to the incoming call, the called hotline number and the stored abnormal number, generates and outputs the identification result of the incoming call, subsequently receives the identification result, and determines to intercept the incoming call or mark the incoming call as an abnormal call or distribute the incoming call to a preset number or output prompt information or distribute the incoming call to the called hotline number according to the identification result, so that potential malicious numbers are shielded, the situation that the numbers occupy telephone traffic resources and influence normal users to get through the hotline of the customer service is avoided.

The technical solution of the present application will be described in detail with reference to fig. 13 in conjunction with specific embodiments. In this embodiment, the scheme comprises the following steps:

first, traffic data is recorded, such as a unique identifier (callid), a hot line number (dnis) of a called party, an incoming call number (ani, a mobile phone or fixed phone number), and an incoming call time point (callTime, in seconds) when each incoming call is incoming. And after assigning the corresponding hotline, recording the hotline identifier (callid) and the key-press value (DTMF) of each call.

After the history data is acquired, the server can process the history data at intervals (T, which can be adjusted externally) to obtain abnormal numbers, specifically:

1. all traffic records in a certain time (e.g., 10 minutes, denoted by τ, which can be adjusted externally) in the historical traffic data are selected, and assuming that the current time is currentTime, the set S is generated by all traffic records in currentTime-callTime ═ τ.

Let 10 incoming calls in the set S in this embodiment be collectively referred to as incoming call 1, incoming call 2, … …, and incoming call 10, respectively.

2. And grouping the telephone traffic in the S according to dnis to obtain a plurality of first subsets H, and selecting the first subsets H as a second subset G to enter subsequent operation if the number of incoming calls in the first subsets H is larger than a certain threshold (denoted by L and can be adjusted externally).

Assuming that in this embodiment incoming call 1, incoming call 2, … …, incoming call 5 have the same dnis, incoming call 6, incoming call 7, incoming call 8 have the same dnis, and incoming call 9, incoming call 10 have the same dnis, then grouping the traffic within S according to dnis results in 3 first subsets, referred to as H1, H2, H3, respectively. Let L be 4, then only H1 satisfies the condition of being greater than L, so the first subset H1 is selected as the second subset G for the subsequent operation.

3. And counting the number of key presses in the second subset G according to the identifier callld of each telephone traffic in the second subset G, and if the number of key presses is less than a certain threshold (denoted by D and can be adjusted externally), selecting the corresponding incoming call to enter a third subset P.

Assuming that D is 1, the key values of the incoming call 1, the incoming call 2, … …, and the incoming call 4 are 0, which are all smaller than D, and the key value of the incoming call 5 is 4 in this embodiment, the third subset P includes the incoming call 1, the incoming call 2, … …, and the incoming call 4.

4. And for ani in the third subset P, invoking account verification service provided by the customer service system, determining whether the user is a legal user again, deleting the user from the third subset P if the user is determined, and otherwise, identifying the incoming number as a blacklist number.

In this embodiment, if it is found through further verification that the incoming calls 1 and 2 in the third subset P are legitimate users, the incoming calls 1 and 2 are deleted from P, and < dnis, ani > corresponding to the incoming calls 3 and 4 is added to the blacklist number.

In other embodiments of the present application, a manual entry approach may also be provided to correct for errors in the cleaning results.

In summary, the present application provides a method for generating an abnormal number, a method for managing and controlling an incoming call, a server, a customer service system, a system for managing and controlling an incoming call, a computing device, and a computer-readable storage medium, by screening out a telephone traffic corresponding to a hotline number whose dialing times exceed a certain threshold in a history incoming call, counting incoming calls whose key values corresponding to the screened telephone traffic are smaller than a second threshold, and finally generating an abnormal number according to the counted telephone traffic data of the incoming call, thereby solving the problem of identification of malicious incoming calls, realizing cleaning of the history telephone traffic data, shielding potential malicious numbers, preventing the numbers from occupying telephone traffic resources and affecting normal users to connect the hotline, preventing system overload, avoiding simplified invalid calls, and reducing manual participation in the process, and the automation and the intelligence of the system are enhanced.

It should be noted that while the operations of the method of the present invention are depicted in the drawings in a particular order, this does not require or imply that the operations must be performed in this particular order, or that all of the illustrated operations must be performed, to achieve desirable results. Additionally or alternatively, certain steps may be omitted, multiple steps combined into one step execution, and/or one step broken down into multiple step executions.

Although the present application provides method steps as described in an embodiment or flowchart, more or fewer steps may be included based on conventional or non-inventive means. The order of steps recited in the embodiments is merely one manner of performing the steps in a multitude of orders and does not represent the only order of execution. When an apparatus or client product in practice executes, it may execute sequentially or in parallel (e.g., in a parallel processor or multithreaded processing environment, or even in a distributed data processing environment) according to the embodiments or methods shown in the figures. 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 presence of additional identical or equivalent elements in a process, method, article, or apparatus that comprises the recited elements is not excluded.

The units, devices, modules, etc. set forth in the above embodiments may be implemented by a computer chip or an entity, or by a product with certain functions. For convenience of description, the above devices are described as being divided into various modules by functions, and are described separately. Of course, in implementing the present application, the functions of each module may be implemented in one or more software and/or hardware, or a module implementing the same function may be implemented by a combination of a plurality of sub-modules or sub-units, and the like. The above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is only one logical division, and other divisions may be realized in practice, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted, or not executed. In addition, the shown or discussed mutual coupling or direct coupling or communication connection may be an indirect coupling or communication connection through some interfaces, devices or units, and may be in an electrical, mechanical or other form.

Those skilled in the art will also appreciate that, in addition to implementing the controller as pure computer readable program code, the same functionality can be implemented by logically programming method steps such that the controller is in the form of logic gates, switches, application specific integrated circuits, programmable logic controllers, embedded microcontrollers and the like. Such a controller may therefore be considered as a hardware component, and the means included therein for performing the various functions may also be considered as a structure within the hardware component. Or even means for performing the functions may be regarded as being both a software module for performing the method and a structure within a hardware component.

The application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, classes, etc. that perform particular tasks or implement particular abstract data types. The application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

From the above description of the embodiments, it is clear to those skilled in the art that the present application can be implemented by software plus necessary general hardware platform. Based on such understanding, the technical solutions of the present application may be embodied in the form of a software product, which may be stored in a storage medium, such as a ROM/RAM, a magnetic disk, an optical disk, or the like, and includes several instructions for enabling a computer device (which may be a personal computer, a mobile terminal, a server, or a network device) to execute the method according to the embodiments or some parts of the embodiments of the present application.

The embodiments in the present specification are described in a progressive manner, and the same or similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. The application is operational with numerous general purpose or special purpose computing system environments or configurations. For example: personal computers, server computers, hand-held or portable devices, tablet-type devices, multiprocessor systems, microprocessor-based systems, set top boxes, programmable electronic devices, network PCs, minicomputers, mainframe computers, distributed computing environments that include any of the above systems or devices, and the like.

While the present application has been described with examples, those of ordinary skill in the art will appreciate that there are numerous variations and permutations of the present application without departing from the spirit of the application, and it is intended that the appended claims encompass such variations and permutations without departing from the spirit of the application.

Claims

1. A method for generating abnormal numbers, which is applied to a server, comprises the following steps:

2. The method of claim 1, wherein the traffic data further comprises an identifier, a point in time of an incoming call, and a hotline identifier.

3. The method of claim 2, wherein hot-line numbers with dialing times exceeding a first threshold are screened, and determining incoming calls corresponding to the screened hot-line numbers comprises:

generating a set based on traffic data corresponding to the incoming call;

grouping incoming calls in the set according to the called hot line number to obtain a plurality of first sub-sets;

a first subset of the first subset having a number of incoming calls greater than a first threshold is filtered out as a second subset.

4. The method of claim 3, wherein statistically screening incoming calls for which the key value corresponding to the incoming call is less than the second threshold comprises:

acquiring a key value corresponding to the incoming call in the second subset;

forming a third subset based on the incoming call when the key value is less than a second threshold.

5. The method of claim 4, further comprising:

6. The method of claim 4 or 5, wherein generating the abnormal number according to the counted traffic data corresponding to the incoming call comprises:

and adding the incoming number corresponding to the incoming call in the third subset and the called hot line number or the incoming number into an abnormal number.

7. The method of claim 6, further comprising:

and outputting the abnormal number.

8. A method for managing and controlling incoming calls is applied to a customer service system and comprises the following steps:

receiving an incoming call initiated by an incoming number;

the incoming call is identified according to an abnormal number to obtain an identification result, and the abnormal number is generated and output by a server according to the following mode: the method comprises the steps of obtaining telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprise called hot line numbers, incoming numbers and key values, screening out the hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls corresponding to the screened hot line numbers, counting the incoming calls with the key values smaller than a second threshold value corresponding to the screened incoming calls, and generating abnormal numbers according to the telephone traffic data corresponding to the counted incoming calls.

9. The method of claim 8, wherein the traffic data corresponding to the incoming call comprises a hotline number of the called party, an incoming number, and an incoming time point.

10. The method of claim 9, wherein authenticating the incoming call based on an abnormal number, the obtaining the authentication result comprising:

when the incoming call number corresponding to the incoming call and/or the called hot line number are/is on the abnormal number, generating an authentication result that the incoming call is the abnormal number;

and when the incoming number corresponding to the incoming call and/or the called hot line number are not on the abnormal number, generating an authentication result that the incoming call is a normal number.

11. The method of claim 10, further comprising: and managing and controlling the incoming call according to the authentication result.

12. The method of claim 11, wherein authenticating the incoming call based on the abnormal number comprises:

intercepting the incoming call or marking the incoming call as an abnormal call or distributing the incoming call to a preset number or outputting prompt information when the incoming call is displayed as an abnormal number by the authentication result;

13. A method for managing and controlling incoming calls is applied to a customer service system and comprises the following steps:

receiving an incoming call initiated by an incoming number;

forwarding the incoming call to a server so that the server can identify the incoming call according to an abnormal number and then output an identification result; the server generates the abnormal number according to the following mode: the method comprises the steps of obtaining telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprise called hot line numbers, incoming numbers and key values, screening out the hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls corresponding to the screened hot line numbers, counting the incoming calls with the key values smaller than a second threshold value corresponding to the screened incoming calls, and generating abnormal numbers according to the telephone traffic data corresponding to the counted incoming calls.

14. The method of claim 13, wherein the traffic data corresponding to the incoming call comprises a hotline number of the called party, an incoming number, and an incoming time point.

15. The method of claim 14, further comprising:

and receiving the authentication result, and managing and controlling the incoming call according to the authentication result.

16. The method of claim 15, wherein authenticating the incoming call based on the abnormal number comprises:

17. A server, characterized in that the server comprises:

18. A customer service system, comprising:

the incoming call identification module is used for identifying the incoming call according to an abnormal number to obtain an identification result, wherein the abnormal number is generated and output by a server according to the following mode: the method comprises the steps of obtaining telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprise called hot line numbers, incoming numbers and key values, screening out the hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls corresponding to the screened hot line numbers, counting the incoming calls with the key values smaller than a second threshold value corresponding to the screened incoming calls, and generating abnormal numbers according to the telephone traffic data corresponding to the counted incoming calls.

19. A customer service system, comprising:

the incoming call forwarding module is used for forwarding the incoming call to a server so that the server can output an authentication result after authenticating the incoming call according to an abnormal number; the server generates the abnormal number according to the following mode: the method comprises the steps of obtaining telephone traffic data corresponding to multiple incoming calls, wherein the telephone traffic data comprise called hot line numbers, incoming numbers and key values, screening out the hot line numbers with dialing times exceeding a first threshold value, determining the incoming calls corresponding to the screened hot line numbers, counting the incoming calls with the key values smaller than a second threshold value corresponding to the screened incoming calls, and generating abnormal numbers according to the telephone traffic data corresponding to the counted incoming calls.

20. A management and control system for incoming calls is characterized by comprising a server and at least one customer service system,

21. A management and control system for incoming calls is characterized by comprising a server and at least one customer service system,

22. A computing device, wherein the computing device comprises: a processor adapted to implement instructions, and a storage device storing a plurality of instructions, the instructions adapted to be loaded and executed by the processor:

23. A computer-readable storage medium, wherein the computer-readable storage medium stores a computer program which, when executed by a processor, is configured to: