CN111163234A

CN111163234A - Service call processing method and device, electronic equipment and storage medium

Info

Publication number: CN111163234A
Application number: CN201911412253.9A
Authority: CN
Inventors: 姜寒; 赵艺峻
Original assignee: Beijing Kingsoft Internet Security Software Co Ltd
Current assignee: Beijing Kingsoft Internet Security Software Co Ltd
Priority date: 2019-12-31
Filing date: 2019-12-31
Publication date: 2020-05-15
Anticipated expiration: 2039-12-31
Also published as: CN111163234B

Abstract

The application provides a service call processing method, a device, an electronic device and a storage medium, wherein the method comprises the following steps: receiving a service call processing request, wherein the processing request comprises an identifier of a target terminal corresponding to a call service; determining the occupation of a target user to which a target terminal corresponding to a target terminal identifier belongs according to a preset mapping relation table of the terminal identifier and user information; determining response voice to be returned according to the occupation of the target user; returning response voice to the calling party; and recording the message returned by the initiator, and sending the message to the target user through the push account of the target user. When the called party of the call does not respond to the call service, the message to be transmitted by the calling party is sent to the called party through the push account of the called party, so that the message to be transmitted by the calling party can be timely and successfully transmitted to the called party, thereby avoiding the delay of message transmission and improving the communication quality between users.

Description

Service call processing method and device, electronic equipment and storage medium

Technical Field

The present application relates to the field of communications technologies, and in particular, to a method and an apparatus for processing a service call, an electronic device, and a storage medium.

Background

With the development of mobile communication technology, communication terminals such as fixed phones and smart phones, which can implement a call service, have become indispensable communication tools in people's daily life and work.

In the related art, in order to implement a call between users using a communication terminal, a call service needs to be initiated by an initiator of the call, and the initiator and a called party can only perform the call after receiving a response from the called party. However, for various reasons, such as the smartphone of the called party is muted or the called party is not beside the fixed telephone, the called party may not respond to the call service, which results in that the information that the initiator needs to transmit cannot be successfully transmitted to the called party, thereby causing delay of message transmission and poor communication quality between users.

Disclosure of Invention

The embodiment of the application provides a service call processing method, a service call processing device, electronic equipment and a computer-readable storage medium, which are used for solving the technical problems that information required to be transmitted by an initiator cannot be successfully transmitted to a called party, so that message transmission is delayed and communication quality between users is poor, which are caused by the fact that the called party does not respond to a call service in the related art.

To this end, an embodiment of an aspect of the present application provides a method for processing a service call, where the method includes: receiving a service call processing request, wherein the processing request comprises an identifier of a target terminal corresponding to a call service; determining the occupation of a target user to which a target terminal corresponding to the target terminal identification belongs according to a preset mapping relation table of the terminal identification and the user information; determining response voice to be returned according to the occupation of the target user; returning the response voice to the calling party; and recording a message returned by the initiator, and sending the message to the target user through a push account of the target user.

In addition, the service call processing method of the embodiment of the present application further includes the following additional technical features:

in a possible implementation manner of this embodiment, after the recording of the message returned by the initiator, the method further includes: detecting whether a message returned by the initiator contains business characters related to the occupation of the target user or not; if yes, detecting whether the information base corresponding to the target user contains data matched with the service characters in the message; and if so, returning the data to the initiator.

In another possible implementation manner of this embodiment, before detecting whether the information base corresponding to the target user includes data matched with the service characters in the message, the method further includes: analyzing the working log of the target user to generate an information base corresponding to the target user; or generating the information base according to the service information input by the target user.

In another possible implementation manner of this embodiment, before receiving the service call processing request, the method further includes: acquiring a registration request of the target user, wherein the registration request comprises an identifier of a target terminal used by the target user; and generating a push account corresponding to the identification of the target terminal according to the registration request.

In another possible implementation manner of this embodiment, after sending the message to the target user through the push account of the target user, the method further includes: and when a response message returned by the target user is acquired, sending the response message to the initiator through a push account of the initiator.

Another embodiment of the present application provides a service call processing apparatus, where the apparatus includes: the system comprises a receiving module, a processing module and a processing module, wherein the receiving module is used for receiving a service conversation processing request which comprises an identifier of a target terminal corresponding to a conversation service; the first determining module is used for determining the occupation of a target user to which a target terminal corresponding to a target terminal identifier belongs according to a preset mapping relation table of the terminal identifier and user information; the second determining module is used for determining response voice to be returned according to the occupation of the target user; the first sending module is used for returning the response voice to the calling party; the recording module is used for recording a message returned by the initiator; and the second sending module is used for sending the left message to the target user through the push account of the target user.

In addition, the service call processing apparatus according to the embodiment of the present application further includes the following additional technical features:

in a possible implementation manner of the embodiment of the present application, the apparatus further includes: the first detection module is used for detecting whether a message returned by the initiator contains business characters related to the occupation of the target user; the second detection module is used for detecting whether the information base corresponding to the target user contains data matched with the business characters in the message when the message returned by the initiator contains the business characters related to the occupation of the target user; and the third sending module is used for returning the data to the initiator when the information base corresponding to the target user contains the data matched with the service characters in the message.

In another possible implementation manner of the embodiment of the present application, the apparatus further includes: the first generation module is used for analyzing the working log of the target user and generating an information base corresponding to the target user; or, the information base is generated according to the service information input by the target user.

In another possible implementation manner of the embodiment of the present application, the apparatus further includes: an obtaining module, configured to obtain a registration request of the target user, where the registration request includes an identifier of a target terminal used by the target user; and the second generation module is used for generating a push account corresponding to the identifier of the target terminal according to the registration request.

In another possible implementation manner of the embodiment of the present application, the apparatus further includes: and the fourth sending module is used for sending the response message to the initiator through the push account of the initiator when the response message returned by the target user is obtained.

In another aspect of the present application, an electronic device is provided, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, where the processor executes the computer program to implement the service call processing method described in the first aspect of the present application.

In yet another embodiment of the present application, a computer-readable storage medium is provided, on which a computer program is stored, and the computer program is executed by a processor to implement the service call processing method described in the embodiment of the first aspect.

The technical scheme disclosed in the application has the following beneficial effects:

after receiving a service call processing request, according to a preset mapping relation table of a terminal identifier and user information, determining the occupation of a target user to which a target terminal corresponding to the target terminal identifier belongs, returning response voice to a call initiator according to the occupation of the target user, then recording a message returned by the initiator, and sending the message to the target user through a push account of the target user, so that when a called party of the call does not respond to the call service, a message to be transmitted by the call initiator is sent to the called party through the push account of the called party, the message to be transmitted by the call initiator can be timely and successfully transmitted to the called party, thereby avoiding delay of message transmission and improving communication quality between users.

Additional aspects and advantages of the present application will be set forth in part in the description which follows and, in part, will be obvious from the description, or may be learned by practice of the present application.

Drawings

The foregoing and/or additional aspects and advantages of the present application will become apparent and readily appreciated from the following description of the embodiments, taken in conjunction with the accompanying drawings of which:

fig. 1 is a schematic flow chart of a service call processing method according to an embodiment of the present application;

fig. 2 is a schematic flow chart of a service call processing method according to another embodiment of the present application;

fig. 3 is a schematic structural diagram of a service call processing apparatus according to an embodiment of the present application;

fig. 4 is a schematic structural diagram of a service call processing apparatus according to another embodiment of the present application;

FIG. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application;

fig. 6 is a schematic structural diagram of an electronic device according to another embodiment of the present application.

Detailed Description

Reference will now be made in detail to embodiments of the present application, examples of which are illustrated in the accompanying drawings, wherein like or similar reference numerals refer to the same or similar elements or elements having the same or similar function throughout. The embodiments described below with reference to the drawings are exemplary and intended to be used for explaining the present application and should not be construed as limiting the present application.

The embodiments in the application mainly provide a service call processing method for solving the technical problems that in the related art, information required to be transmitted by an initiator cannot be successfully transmitted to a called party due to the fact that the called party does not respond to a call service, so that message transmission is delayed, and communication quality between users is poor.

After receiving a service call processing request, the service call processing method determines the occupation of a target user to which a target terminal corresponding to a target terminal identifier belongs according to a preset mapping relation table of the terminal identifier and user information, returns response voice to a call initiator according to the occupation of the target user, records a message returned by the initiator, and sends the message to the target user through a push account of the target user.

A service call processing method, an apparatus, a device, and a storage medium according to an embodiment of the present application are described below with reference to the drawings.

First, a service call processing method provided in an embodiment of the present application is specifically described with reference to fig. 1.

Fig. 1 is a flowchart illustrating a service call processing method according to an embodiment of the present application.

As shown in fig. 1, the service call processing method of the present application may include the following steps:

step 101, receiving a service call processing request, where the processing request includes an identifier of a target terminal corresponding to a call service.

Specifically, the service call processing method provided in the embodiment of the present application may be executed by the service call processing apparatus provided in the embodiment of the present application, so that when a called party of a call does not respond to a call service, a message to be transmitted by an initiator of the call is sent to the called party through a push account of the called party, thereby avoiding delay of message transmission and improving communication quality between users. The service call processing apparatus may be configured in an electronic device, and the electronic device may be any hardware device capable of processing a call service, such as a telephone robot, a smart phone, a tablet computer, a personal digital assistant, and the like. Alternatively, the electronic device may be a server, which is not limited in this application.

It should be noted that the called party does not respond to the call service, which may specifically refer to a situation that the called party user does not make a call or refuses to make a call within a preset time period, so that the initiating party user and the called party user cannot make a call in time.

The service call processing request may be that after the initiator initiates the call service, the user of the called party performs a preset operation on the corresponding communication terminal, or the call service is not triggered by the response of the user of the called party within a preset time period, or may be triggered by other methods, which is not limited in the present application.

For example, after the user of the called party touches a button with a hang-up function on the corresponding communication terminal, a service call processing request may be triggered, and after the initiator initiates a call service, the user of the called party touches the button on the corresponding communication terminal, that is, the communication terminal corresponding to the called party may be triggered to send the service call processing request to the service call processing device. Or, after the called party is called for 10 seconds, if the called party does not answer the call, the communication terminal corresponding to the called party can be preset to automatically trigger the service call processing request, and then the initiator initiates a call service and does not answer the call service for 10 seconds, and the service call processing device can receive the service call processing request initiated by the communication terminal corresponding to the called party. Or, the service call processing request may also be that the called party touches a button with a hang-up function on the corresponding communication terminal or that the call service is not responded by the called party user within a preset time period, the call service is forwarded to the call center by the operator corresponding to the call service and sent to the service call processing device by the call center, which is not limited in this application.

The target terminal is a communication terminal corresponding to the called party which cannot respond in time after the initiator initiates the call service.

The identifier of the target terminal is used to uniquely identify the target terminal, and may be a phone number corresponding to the target terminal, an identity card number of a target user (i.e., a called party user) to which the target terminal belongs, and the like, which is not limited in this application.

And step 102, determining the occupation of a target user to which a target terminal corresponding to the target terminal identification belongs according to a preset mapping relation table of the terminal identification and the user information.

And 103, determining the response voice to be returned according to the occupation of the target user.

And step 104, returning response voice to the calling party.

The user information may include information such as the occupation of the user, the identification number of the user, the name of the user, the age of the user, the home and work addresses of the user, and the mobile phone number of the user.

Specifically, a user information base may be preset, and a mapping relationship table between each terminal identifier and user information is stored in the user information base, so that after receiving a service call processing request, the occupation of a target user to which a target terminal corresponding to a target terminal identifier belongs may be determined by querying the preset mapping relationship table between the terminal identifier and the user information.

In addition, a response voice library can be set, and response voices corresponding to different occupations are stored in the response voice library, so that after the occupation of the target user is determined, a response voice to be returned can be determined from the response voice library, and the response voice is sent to the initiator of the call.

It can be understood that, in the response speech library, the response speech corresponding to the same occupation may include multiple pieces, and in a specific implementation, one response speech corresponding to the occupation of the target user may be randomly selected as the response speech to be returned to the initiator of the call, or one response speech corresponding to the occupation of the target user may be selected by the target user as the response speech to be returned to the initiator of the call, or this is not limited in this application.

For example, assume that the occupation of the target user is determined to be a judge according to a preset mapping relation table between the terminal identifier and the user information, and the responding voice corresponding to the occupation of the judge in the responding voice library includes: "please leave your name, question to consult", "please leave case identification and question to consult", then a drill can be randomly selected from the two pieces of response voice to report to the calling party.

And 105, recording the left message returned by the initiator, and sending the left message to the target user through the push account of the target user.

The push account of the target user may be an account of the target user in a public number or another push account, which is not limited in this application.

Specifically, after the initiator responds to the response voice, the service call processing device may record a message returned by the initiator, and send the message to the target user through a push account of the target user, so that the target user may receive a message, which is to be transmitted to the called party, from the initiator of the call through the push account.

It should be noted that, in order to send the message to the target user through the push account of the target user, a push account corresponding to the target user needs to be generated. That is, before step 101, the method may further include:

acquiring a registration request of a target user, wherein the registration request comprises an identifier of a target terminal used by the target user;

and generating a push account corresponding to the identification of the target terminal according to the registration request.

For example, if the push account is an account in a public number of an instant messaging application, the target user needs to pay attention to the public number, trigger an account registration request according to an operation guidance of the public number, and input a phone number corresponding to the terminal used, so that the push account corresponding to the phone number of the target user can be generated according to the registration request of the target user.

Further, after receiving the message from the initiator through the push account of the target user, the target user may respond to the message from the initiator through the push account of the target user, and accordingly, after step 105, the method may further include:

and when the response message returned by the target user is acquired, the response message is sent to the initiator through the push account of the initiator.

Specifically, after the target user responds through the push account, the service call processing device can obtain a response message returned by the target user, and send the response message to the initiator through the push account of the initiator.

It should be noted that, the push account of the target user and the push account of the initiator belong to the front-end interaction platform of the service call processing device, for example, a certain public number is the front-end interaction platform of the service call processing device, and the target user and the initiator pay attention to the public number at the same time and register accounts respectively, so that the target user and the initiator can interact through the public number.

Correspondingly, the service call processing method provided by the application may further include:

acquiring a registration request of an initiator user, wherein the registration request comprises an identifier of a communication terminal used by the initiator user;

and generating a push account corresponding to the identifier of the communication terminal according to the registration request.

In addition, the service call processing device can also send a reminding message to the initiator to remind the initiator user to pay attention to the interactive platform where the pushed account of the target user is located, so as to know the response of the target user to the message left by the initiator. The reminding message may be sent to the initiator in a broadcast manner when the call service initiated by the initiator is not completed by the service call processing device, or may be sent to the initiator in a form of a short message or the like after the call service initiated by the initiator is completed, which is not limited in the present application.

According to the business call processing method provided by the embodiment of the application, after a business call processing request is received, according to the preset mapping relation table of the terminal identification and the user information, the occupation of the target user to which the target terminal corresponding to the target terminal identification belongs is determined, the response voice is returned to the calling party of the call according to the occupation of the target user, then the left message returned by the calling party is recorded, and the left message is sent to the target user through the push account of the target user, so that when the called party of the call does not respond to the call business, the message to be transmitted by the calling party of the call is sent to the called party through the push account of the called party, the information to be transmitted by the calling party of the call can be timely and successfully transmitted to the called party, the delay of message transmission is avoided, and the communication quality between the users is improved.

As can be seen from the above analysis, after the service call processing device records the message returned by the initiator, the message can be sent to the target user through the push account of the target user, so that the target user can respond to the message through the push account, and in a possible implementation form, the service call processing device can also directly respond to the message, and the service call processing method provided in this application is described below with reference to fig. 2 for the above situation.

Fig. 2 is a flowchart illustrating a service call processing method according to another embodiment of the present application.

As shown in fig. 2, the service call processing method according to the embodiment of the present application may include the following steps:

step 201, receiving a service call processing request, where the processing request includes an identifier of a target terminal corresponding to a call service.

Step 202, according to a preset mapping relation table of the terminal identification and the user information, determining the occupation of a target user to which the target terminal corresponding to the target terminal identification belongs.

Step 203, determining the response voice to be returned according to the occupation of the target user.

And step 204, returning response voice to the calling party.

And step 205, recording the message returned by the initiator.

The detailed implementation process and principle of the step 201-205 can refer to the detailed description of the above embodiments, and are not described herein again.

Step 206, detecting whether the left message returned by the initiator contains business characters associated with the occupation of the target user.

And step 207, if yes, detecting whether the information base corresponding to the target user contains data matched with the service characters in the message.

And step 208, if so, returning the data to the initiator.

Specifically, each user may be preset to correspond to one information base, where the information base includes service information corresponding to the user, for example, when the target user B is a judge, the information base corresponding to the target user B may include information related to cases handled by the target user, such as a case opening time, a case opening location, party information, and a case time. It should be noted that, a plurality of users may also be set to correspond to one information base, and the information base stores service information corresponding to each user, which is not limited in this application.

In specific implementation, the information base corresponding to the target user may be generated in various ways, for example, the service call processing device may analyze a working log of the target user to generate the information base corresponding to the target user, or the target user may manually input service information associated with the occupation of the target user at a preset position as needed, so that the service call processing device may generate the information base according to the service information input by the target user.

Assuming that the target user B is a judge, the business characters associated with the occupation of the target user B may be characters such as "case a", "division time", "division place", "party", "case pass", etc., the data matched with the "division time" in the information base may be "division time is 2019, 12, month and 2 days", the data matched with the "division place" in the information base corresponding to the target user B may be "division place is X court", the data matched with the "party" in the information base may be "three times of party", etc.

For example, assuming that the message returned by the initiator is "where the court place of the case a is", and the target user B is a judge, the business call processing device may detect that the message initiated by the initiator includes the business characters "case a" and "court place" associated with the occupation of the judge, so that the business call processing device may further detect whether the information base corresponding to the target user B includes data matching the "case a" and "court place", and may return the "X court" to the initiator when detecting that the information base includes the "X court" matching both the "case a" and the "court place".

It should be noted that, when the service call processing device returns data matched with the service characters in the message to the initiator, the data may be sent in any form such as a telephone call, a short message, and the like, which is not limited in this application. In addition, the service call processing device may return data matched with the service characters in the message to the initiator when the call service initiated by the initiator is not completed, or may return data matched with the service characters in the message to the initiator after the call service initiated by the initiator is completed, which is not limited in the present application.

The message returned by the initiator is directly answered by the service call processing device, so that the initiator can also timely acquire the message which the initiator wants to know when the target user does not timely see the message of the initiator in the push account.

And step 209, sending the message to the target user through the push account of the target user.

And step 210, when the response message returned by the target user is obtained, sending the response message to the initiator through the push account of the initiator.

It should be noted that step 208 may also be performed before step 206, and the present application is not limited in this respect.

The detailed implementation process and principle of the steps 209-210 may refer to the detailed description of the above embodiments, and are not described herein again.

It can be understood that, while the service call processing device sends the message to the target user through the push account of the target user, the data returned to the initiator by the service call processing device can also be sent to the target user at the same time, so that the target user knows the data returned to the initiator by the service call processing device, and the waste of time and energy of the target user caused by the target user inquiring the data matched with the service characters associated with the profession of the target user in the message left by the sender again is avoided.

The following describes a service call processing method provided by the present application, taking an example in which the party C makes a call to the judge B, that is, the initiator user is the party C, the target user is the judge B, and the service call processing device is configured in the telephone robot.

Specifically, the judge B may pay attention to the public number M in advance, register an account, when the party C makes a call to the judge B, if the party C does not answer the call within 10 seconds, the call center may send a service call processing request to the telephone robot, where the processing request includes a telephone number of the target terminal, the telephone robot may determine, according to a preset mapping relationship table of terminal identification and user information, that an occupation of the target user to which the target terminal belongs, which corresponds to the telephone number of the target terminal, is the judge, and return "please leave your name and a question to be consulted" to the party C according to the occupation of the judge, and if the party C returns "zhang san, an open place of case a", the message may be recorded. After the call is finished, the telephone robot can send a short message to the communication terminal of the party C to remind the party C of paying attention to the response message that the public number M can receive the judge B, and the telephone robot can send the recorded message to a message pushing interface of the public number M. After paying attention to the public number M and registering an account, the party C can see a message left by the party C on a message pushing interface of the public number M. Meanwhile, after seeing the left message of the client C through the message pushing interface of the public number M, the judge B can reply through a text form on the message pushing interface, meanwhile, the telephone robot can push the response message of the judge B to the client C, if the client C wants to reply to the judge B, the client C can continue to inquire through the message pushing interface, or can make a call to the judge B for further communication.

The service call processing method of this embodiment, after receiving a service call processing request, determines, according to a preset mapping relationship table between a terminal identifier and user information, an occupation of a target user to which a target terminal corresponding to the target terminal identifier belongs, then determines, according to the occupation of the target user, a response voice to be returned, returns the response voice to a call initiator, records a message returned by the initiator, detects whether the message returned by the initiator contains service characters associated with the occupation of the target user, if yes, detects whether an information base corresponding to the target user contains data matching the service characters in the message, if yes, returns the data to the initiator, sends the message to the target user through a push account of the target user, and sends a response message to the initiator through a push account of the initiator when obtaining the response message returned by the target user, when the called party of the call does not respond to the call service, the message to be transmitted by the calling party is sent to the called party through the push account of the called party, so that the message to be transmitted by the calling party can be timely and successfully transmitted to the called party, thereby avoiding the delay of message transmission and improving the communication quality between users.

The following describes a service call processing apparatus according to an embodiment of the present application with reference to the drawings.

Fig. 3 is a schematic structural diagram of a service call processing apparatus according to an embodiment of the present application.

As shown in fig. 3, the service call processing apparatus includes: the device comprises a receiving module 11, a first determining module 12, a second determining module 13, a first sending module 14, a recording module 15 and a second sending module 16.

The receiving module 11 is configured to receive a service call processing request, where the processing request includes an identifier of a target terminal corresponding to a call service;

the first determining module 12 is configured to determine, according to a preset mapping relationship table between the terminal identifier and the user information, an occupation of a target user to which a target terminal belongs, where the target terminal corresponds to the target terminal identifier;

a second determining module 13, configured to determine, according to the occupation of the target user, a response voice to be returned;

a first sending module 14, configured to return a response voice to an initiator of the call;

the recording module 15 is used for recording a message returned by the initiator;

and the second sending module 16 is configured to send the message to the target user through the push account of the target user.

It should be noted that, for the implementation process and the technical principle of the service call processing apparatus in this embodiment, reference is made to the foregoing explanation of the service call processing method in the embodiment of the first aspect, and details are not described here again.

According to the business call processing device provided by the embodiment of the application, after a business call processing request is received, according to the preset mapping relation table of the terminal identification and the user information, the occupation of the target user to which the target terminal corresponding to the target terminal identification belongs is determined, the response voice is returned to the call initiator according to the occupation of the target user, then the left message returned by the initiator is recorded, and the left message is sent to the target user through the push account of the target user, so that when the call initiator does not respond to the call business, the message to be transmitted by the call initiator is sent to the called initiator through the push account of the called initiator, the message to be transmitted by the call initiator can be timely and successfully transmitted to the called initiator, the delay of message transmission is avoided, and the communication quality between users is improved.

In an exemplary embodiment, a service call processing device is also provided.

Fig. 4 is a schematic structural diagram of a service call processing apparatus according to another embodiment of the present application.

Referring to fig. 4, based on fig. 3, the service call processing apparatus of the present application further includes:

the first detection module 21 is configured to detect whether a message returned by the initiator includes a service character associated with a career of the target user.

The second detection module 22 is configured to detect whether the information base corresponding to the target user includes data matched with the service characters in the message when the message returned by the initiator includes the service characters associated with the occupation of the target user.

And a third sending module 23, configured to return the data to the initiator when the information base corresponding to the target user includes data matched with the service characters in the message.

The first generation module 24 is configured to analyze a work log of the target user and generate an information base corresponding to the target user; or, the method is used for generating an information base according to the service information input by the target user.

The obtaining module 25 is configured to obtain a registration request of a target user, where the registration request includes an identifier of a target terminal used by the target user.

And a second generating module 26, configured to generate, according to the registration request, a push account corresponding to the identifier of the target terminal.

And a fourth sending module 27, configured to send the response message to the initiator through the push account of the initiator when the response message returned by the target user is obtained.

In order to implement the above embodiments, the present application further provides an electronic device.

Fig. 5 is a schematic structural diagram of an electronic device according to an embodiment of the present application. The electronic device shown in fig. 5 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present application.

As shown in fig. 5, the electronic device 200 includes: the service call processing method includes a memory 210, a processor 220, and a computer program stored on the memory 210 and executable on the processor 220, where the processor 220 implements the service call processing method described in the first embodiment when executing the program.

In an alternative implementation form, as shown in fig. 6, the electronic device 200 may further include: a memory 210 and a processor 220, and a bus 230 connecting different components (including the memory 210 and the processor 220), wherein the memory 210 stores a computer program, and when the processor 220 executes the program, the service call processing method according to the embodiment of the present application is implemented.

Bus 230 represents one or more of any of several types of bus structures, including a memory bus or memory controller, a peripheral bus, an accelerated graphics port, and a processor or local bus using any of a variety of bus architectures. By way of example, such architectures include, but are not limited to, Industry Standard Architecture (ISA) bus, micro-channel architecture (MAC) bus, enhanced ISA bus, Video Electronics Standards Association (VESA) local bus, and Peripheral Component Interconnect (PCI) bus.

Electronic device 200 typically includes a variety of computer device readable media. Such media may be any available media that is accessible by electronic device 200 and includes both volatile and nonvolatile media, removable and non-removable media.

Memory 210 may also include computer system readable media in the form of volatile memory, such as Random Access Memory (RAM)240 and/or cache memory 250. The electronic device 200 may further include other removable/non-removable, volatile/nonvolatile computer system storage media. By way of example only, storage system 260 may be used to read from and write to non-removable, nonvolatile magnetic media (not shown in FIG. 6, commonly referred to as a "hard drive"). Although not shown in FIG. 6, a magnetic disk drive for reading from and writing to a removable, nonvolatile magnetic disk (e.g., a "floppy disk") and an optical disk drive for reading from or writing to a removable, nonvolatile optical disk (e.g., a CD-ROM, DVD-ROM, or other optical media) may be provided. In these cases, each drive may be connected to bus 230 by one or more data media interfaces. Memory 210 may include at least one program product having a set (e.g., at least one) of program modules that are configured to carry out the functions of embodiments of the application.

A program/utility 280 having a set (at least one) of program modules 270, including but not limited to an operating system, one or more application programs, other program modules, and program data, each of which or some combination thereof may comprise an implementation of a network environment, may be stored in, for example, the memory 210. The program modules 270 generally perform the functions and/or methodologies of the embodiments described herein.

Electronic device 200 may also communicate with one or more external devices 290 (e.g., keyboard, pointing device, display 291, etc.), with one or more devices that enable a user to interact with electronic device 200, and/or with any devices (e.g., network card, modem, etc.) that enable electronic device 200 to communicate with one or more other computing devices. Such communication may occur via input/output (I/O) interfaces 292. Also, the electronic device 200 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 293. As shown in FIG. 6, the network adapter 293 communicates with the other modules of the electronic device 200 via the bus 230. It should be appreciated that although not shown in FIG. 6, other hardware and/or software modules may be used in conjunction with electronic device 200, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.

It should be noted that, for the implementation process and the technical principle of the electronic device in this embodiment, reference is made to the foregoing explanation of the service call processing method in the embodiment of the first aspect, and details are not described here again.

According to the electronic equipment provided by the embodiment of the application, after a service call processing request is received, according to the preset mapping relation table of the terminal identification and the user information, the occupation of the target user to which the target terminal corresponding to the target terminal identification belongs is determined, the response voice is returned to the call initiator according to the occupation of the target user, then the message returned by the initiator is recorded, and the message is sent to the target user through the push account of the target user, so that when the call initiator does not respond to the call service, the message to be transmitted by the call initiator is sent to the called party through the push account of the called party, the message to be transmitted by the call initiator can be timely and successfully transmitted to the called party, the delay of message transmission is avoided, and the communication quality between users is improved.

To implement the above embodiments, the present application also provides a computer-readable storage medium.

The computer-readable storage medium stores thereon a computer program, and the computer program is executed by a processor to implement the service call processing method according to the embodiment of the first aspect.

In an alternative implementation, the embodiments may be implemented in any combination of one or more computer-readable media. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. A computer readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the computer readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the context of this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.

A computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.

Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.

Computer program code for carrying out operations for aspects of the present application may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, Smalltalk, C + +, and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any type of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or the connection may be made to an external computer (for example, through the Internet using an Internet service provider).

To achieve the foregoing embodiments, the present application further proposes a computer program product, wherein when instructions in the computer program product are executed by a processor, the method for processing a service call as described in the foregoing embodiments is performed.

In the description herein, reference to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., means that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of the application.

Furthermore, the terms "first", "second" and "first" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance or implicitly indicating the number of technical features indicated. Thus, a feature defined as "first" or "second" may explicitly or implicitly include at least one such feature.

Any process or method descriptions in flow charts or otherwise described herein may be understood as representing modules, segments, or portions of code which include one or more executable instructions for implementing specific logical functions or steps of the process, and the scope of the preferred embodiments of the present application includes other implementations in which functions may be executed out of order from that shown or discussed, including substantially concurrently or in reverse order, depending on the functionality involved, as would be understood by those reasonably skilled in the art of the present application.

It should be understood that portions of the present application may be implemented in hardware, software, firmware, or a combination thereof. In the above embodiments, the various steps or methods may be implemented in software or firmware stored in memory and executed by a suitable instruction execution system. For example, if implemented in hardware, as in another embodiment, any one or combination of the following techniques, which are known in the art, may be used: a discrete logic circuit having a logic gate circuit for implementing a logic function on a data signal, an application specific integrated circuit having an appropriate combinational logic gate circuit, a Programmable Gate Array (PGA), a Field Programmable Gate Array (FPGA), or the like.

It will be understood by those skilled in the art that all or part of the steps carried by the method for implementing the above embodiments may be implemented by hardware related to instructions of a program, which may be stored in a computer readable storage medium, and when the program is executed, the program includes one or a combination of the steps of the method embodiments.

The storage medium mentioned above may be a read-only memory, a magnetic or optical disk, etc. Although embodiments of the present application have been shown and described above, it is understood that the above embodiments are exemplary and should not be construed as limiting the present application, and that variations, modifications, substitutions and alterations may be made to the above embodiments by those of ordinary skill in the art within the scope of the present application.

Claims

1. A service call processing method is characterized by comprising the following steps:

receiving a service call processing request, wherein the processing request comprises an identifier of a target terminal corresponding to a call service;

determining the occupation of a target user to which a target terminal corresponding to the target terminal identification belongs according to a preset mapping relation table of the terminal identification and the user information;

determining response voice to be returned according to the occupation of the target user;

returning the response voice to the calling party;

and recording a message returned by the initiator, and sending the message to the target user through a push account of the target user.

2. The method of claim 1, wherein after recording the message returned by the initiator, the method further comprises:

detecting whether a message returned by the initiator contains business characters related to the occupation of the target user or not;

if yes, detecting whether the information base corresponding to the target user contains data matched with the service characters in the message;

and if so, returning the data to the initiator.

3. The method of claim 2, wherein before detecting whether the information base corresponding to the target user contains data matching the service characters in the message, the method further comprises:

analyzing the working log of the target user to generate an information base corresponding to the target user;

alternatively, the first and second electrodes may be,

and generating the information base according to the service information input by the target user.

4. The method of claim 1, wherein prior to receiving the service call processing request, further comprising:

acquiring a registration request of the target user, wherein the registration request comprises an identifier of a target terminal used by the target user;

5. The method of any of claims 1-4, wherein after sending the message to the target user via the push account of the target user, further comprising:

and when a response message returned by the target user is acquired, sending the response message to the initiator through a push account of the initiator.

6. A service call processing apparatus, comprising:

the system comprises a receiving module, a processing module and a processing module, wherein the receiving module is used for receiving a service conversation processing request which comprises an identifier of a target terminal corresponding to a conversation service;

the first determining module is used for determining the occupation of a target user to which a target terminal corresponding to a target terminal identifier belongs according to a preset mapping relation table of the terminal identifier and user information;

the second determining module is used for determining response voice to be returned according to the occupation of the target user;

the first sending module is used for returning the response voice to the calling party;

the recording module is used for recording a message returned by the initiator;

and the second sending module is used for sending the left message to the target user through the push account of the target user.

7. The apparatus of claim 6, further comprising:

the first detection module is used for detecting whether a message returned by the initiator contains business characters related to the occupation of the target user;

the second detection module is used for detecting whether the information base corresponding to the target user contains data matched with the business characters in the message when the message returned by the initiator contains the business characters related to the occupation of the target user;

and the third sending module is used for returning the data to the initiator when the information base corresponding to the target user contains the data matched with the service characters in the message.

8. The apparatus of claim 7, further comprising:

the first generation module is used for analyzing the working log of the target user and generating an information base corresponding to the target user; or, the information base is generated according to the service information input by the target user.

9. The apparatus of claim 6, further comprising:

an obtaining module, configured to obtain a registration request of the target user, where the registration request includes an identifier of a target terminal used by the target user;

and the second generation module is used for generating a push account corresponding to the identifier of the target terminal according to the registration request.

10. The apparatus of any of claims 6-9, further comprising:

and the fourth sending module is used for sending the response message to the initiator through the push account of the initiator when the response message returned by the target user is obtained.