CN111741173B - Telephone service processing system, method, device and mobile terminal - Google Patents
Telephone service processing system, method, device and mobile terminal Download PDFInfo
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- CN111741173B CN111741173B CN202010573049.1A CN202010573049A CN111741173B CN 111741173 B CN111741173 B CN 111741173B CN 202010573049 A CN202010573049 A CN 202010573049A CN 111741173 B CN111741173 B CN 111741173B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/42136—Administration or customisation of services
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06F—ELECTRIC DIGITAL DATA PROCESSING
- G06F21/00—Security arrangements for protecting computers, components thereof, programs or data against unauthorised activity
- G06F21/50—Monitoring users, programs or devices to maintain the integrity of platforms, e.g. of processors, firmware or operating systems
- G06F21/51—Monitoring users, programs or devices to maintain the integrity of platforms, e.g. of processors, firmware or operating systems at application loading time, e.g. accepting, rejecting, starting or inhibiting executable software based on integrity or source reliability
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- G—PHYSICS
- G06—COMPUTING; CALCULATING OR COUNTING
- G06K—GRAPHICAL DATA READING; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
- G06K17/00—Methods or arrangements for effecting co-operative working between equipments covered by two or more of main groups G06K1/00 - G06K15/00, e.g. automatic card files incorporating conveying and reading operations
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
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Abstract
The application provides a telephone service processing system, a telephone service processing method, a telephone service processing device and a mobile terminal, wherein a two-dimensional code is generated based on a unique identifier of the mobile terminal and a loading address of an application program, the mobile terminal analyzes the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain the loading address of the application program, namely, only the mobile terminal with the corresponding unique identifier can successfully analyze the two-dimensional code, other mobile terminals cannot analyze the two-dimensional code, and the loading safety of the application program is ensured. The remote manual seat with the mobile terminal can load application programs at any place for working, and the limitation of working places is relieved. After the application program is loaded, the mobile terminal can receive a first telephone call request based on the application program, after the specific service which needs to be handled by the user is determined, the manual operator can click the corresponding target service handling control, and the input service parameters are received based on the target service window corresponding to the target service handling control, so that the service handling is facilitated.
Description
Technical Field
The present application relates to the field of communications technologies, and in particular, to a system, a method, a device, and a mobile terminal for processing a telephone service.
Background
Financial industries such as banking require employees to work at a given location and are subject to large restrictions due to privacy concerns related to the customer, such as customer bank card balance, customer identification number.
Disclosure of Invention
In view of this, the present application provides a system, a method, a device and a mobile terminal for processing a telephone service.
In order to achieve the above purpose, the present application provides the following technical solutions:
a telephony service processing system, comprising:
the server is used for generating a two-dimensional code at least based on the unique identifier of the mobile terminal and the loading address of the application program; the two-dimensional codes of different mobile terminals for the application programs are different; the application program comprises at least one business handling control;
the mobile terminal is used for acquiring the two-dimension code; analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program; loading the application program based on the loading address of the application program;
the call transfer equipment broadcasts and sends a first telephone call request if receiving a request of establishing telephone communication of a user;
the mobile terminal is further configured to receive the first phone call request based on the application program, and receive a service parameter input by a remote human agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control if it is detected that the target service handling control in the at least one service handling control is touched and pressed, so as to perform service handling.
In an alternative embodiment, the application includes a call forwarding control;
the mobile terminal is further used for generating a second telephone call request based on a preset forwarding identifier if the telephone forwarding control is detected to be touched and pressed; sending the second telephone call request to the call transfer equipment;
the call transfer equipment is also used for broadcasting and sending the second telephone call request to a local artificial agent with a first identifier;
the remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each of the manual agents corresponds to a first identifier, each of the remote manual agents corresponds to a second identifier, and the first identifiers are different from the second identifiers.
In an optional embodiment, when the server executes the two-dimensional code generated at least based on the unique identifier of the mobile terminal and the loading address of the application program, the method specifically includes any one of the following steps:
generating the two-dimensional code based on the unique identifier of the mobile terminal and the loading address of the application program;
based on the unique identifier of the mobile terminal, the geographic position of the mobile terminal when the mobile terminal downloads the application program and the loading address of the application program, and the two-dimensional code is generated;
generating the two-dimensional code based on the unique identifier of the mobile terminal, the attribute information of the remote human agent corresponding to the mobile terminal and the loading address of the application program, wherein the attribute information comprises one or more of biological characteristic information, an identity card number and an employee number;
and based on the unique identifier of the mobile terminal, the geographic position, the attribute information and the loading address of the application program are generated when the mobile terminal downloads the application program.
A telephone service processing method is applied to a mobile terminal and comprises the following steps:
acquiring a two-dimensional code, wherein the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program;
loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
accepting a first telephone call request from a call intermediation equipment based on the application program;
and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
In an optional embodiment, the two-dimensional code further carries first login information of a remote human agent corresponding to the mobile terminal, and the first login information includes: one or more of identity card number, employee number and biological characteristic information; the telephone service processing method further comprises the following steps:
analyzing the two-dimensional code based on the unique identifier stored in the two-dimensional code to obtain the first login information;
sending the first login information to a server;
and if a comparison result that the first login information stored by the server and fed back by the server is matched with the received first login information is received, successfully logging in the application program.
In an optional embodiment, further comprising:
if the two-dimensional code is successfully analyzed based on the unique identifier of the mobile terminal stored by the mobile terminal, starting a camera of the mobile terminal;
controlling the camera to acquire second login information of a remote manual seat corresponding to the mobile terminal, wherein the second login information comprises one or more of biological characteristic information, a positive picture of an identity card and a negative picture of the identity card;
sending the second login information to a server;
and if a comparison result that second login information which is fed back by the server and stored by the server is matched with the second login information which is acquired by the camera is received, the application program is successfully logged in.
In an optional embodiment, the two-dimensional code further carries a geographic location where the mobile terminal downloads the application program; the analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain the loading address of the application program comprises:
acquiring the current geographic position of the mobile terminal;
if the current geographic position of the mobile terminal is the same as the geographic position borne by the two-dimensional code, and the unique identifier of the mobile terminal stored by the mobile terminal is the same as the unique identifier borne by the two-dimensional code, successfully analyzing the two-dimensional code, and obtaining the loading address of the application program.
In an alternative embodiment, the application includes a call forwarding control; further comprising:
if the telephone forwarding control is touched and pressed, generating a second telephone call request based on a preset forwarding identifier;
sending the second telephone call request to the call transfer equipment so that the call transfer equipment initiates the second telephone call request to a local human agent with a first identifier;
the remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each of the manual agents corresponds to a first identifier, each of the remote manual agents corresponds to a second identifier, and the first identifiers are different from the second identifiers.
A telephone service processing device applied to a mobile terminal comprises:
the first acquisition module is used for acquiring a two-dimensional code, and the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
the second acquisition module is used for analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the second acquisition module so as to obtain a loading address of the application program;
the loading module is used for loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
a call acceptance module for accepting a first telephone call request from a call intermediation equipment based on the application program;
and the input module is used for receiving the service parameters input by the remote manual seat corresponding to the mobile terminal based on the target service window corresponding to the target service handling control so as to handle the service if the target service handling control in the at least one service handling control is detected to be touched and pressed.
A mobile terminal, comprising:
a memory for storing a program;
a processor configured to execute the program, the program specifically configured to:
acquiring a two-dimensional code, wherein the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program;
loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
accepting a first telephone call request from a call intermediation equipment based on the application program;
and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
According to the technical scheme, the two-dimensional code is generated based on the unique identifier of the mobile terminal and the loading address of the application program, the mobile terminal analyzes the two-dimensional code at least based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain the loading address of the application program, namely, only the mobile terminal with the corresponding unique identifier can successfully analyze the two-dimensional code, other mobile terminals cannot successfully analyze the two-dimensional code, and the loading safety of the application program is ensured. The remote manual seat with the mobile terminal can load application programs at any place to work, so that the limitation of office places is relieved. After the application program is loaded, the mobile terminal can receive a first telephone call request based on the application program, can determine specific services which need to be handled by the user based on telephone interaction with the user, a remote manual agent can click a corresponding target service handling control, and a target service window corresponding to the target service handling control receives service parameters input by the remote manual agent corresponding to the mobile terminal so as to handle the services.
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 embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the provided drawings without creative efforts.
Fig. 1 is a block diagram of an implementation manner of a telephone service processing system provided in an embodiment of the present application;
fig. 2 is a schematic diagram of an implementation manner of a target service handling control in the embodiment of the present application, which is a loss reporting service handling control;
fig. 3 is a flowchart of an implementation manner of a telephone service processing method provided in an embodiment of the present application;
fig. 4 is a signaling diagram of a method for implementing a login application according to an embodiment of the present application;
fig. 5 is a signaling diagram of another implementation method of a login application according to an embodiment of the present application;
fig. 6 is a method signaling diagram of one implementation of telephone call forwarding provided by an embodiment of the present application;
fig. 7 is a block diagram of an implementation manner of a telephone service processing apparatus according to an embodiment of the present application;
fig. 8 is a structural diagram of an implementation manner of a mobile terminal according to an embodiment of 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.
As shown in fig. 1, a structure diagram of an implementation manner of a telephone service processing system provided in an embodiment of the present application is provided, where the telephone service processing system includes: a server 11, a mobile terminal 12, and a call intermediation equipment 13.
The server 11 is configured to generate a two-dimensional code at least based on the unique identifier of the mobile terminal and the loading address of the application program; and different mobile terminals have different two-dimensional codes aiming at the application program. The application includes at least one business transaction control.
In an alternative embodiment, the application may be a web application or a client application.
Taking the banking industry as an example, optionally, one employee corresponds to at least one mobile terminal, and one mobile terminal corresponds to one two-dimensional code; and different mobile terminals are different in two-dimensional codes corresponding to the application program.
Optionally, the mobile terminal may be a terminal device such as a notebook computer, a desktop, a PAD, and a mobile phone, and the embodiment of the mobile terminal 12 shown in fig. 1 may be various, which is not limited in this embodiment of the present application.
Optionally, the Unique Identifier of the Mobile terminal may refer to one or more of an IMEI (International Mobile Equipment Identity), a UDID (Unique Equipment Identifier), a UUID (universal Unique Identifier), and a Mobile phone number.
Optionally, the type of the service handling control included in the application program is related to the function (permission) of the human agent corresponding to the mobile terminal. Optionally, the types of the service handling controls included in the application programs corresponding to the manual agents with different functions (permissions) may be different. Optionally, the unique identifier of the mobile terminal corresponds to a function (right) of a remote human agent holding the mobile terminal. Optionally, the server generates the two-dimensional code based on the function (permission) of the remote human agent holding the mobile terminal, the unique identifier of the mobile terminal, and the loading address of the application program.
Optionally, the loading addresses of the application programs corresponding to the manual agents with different functions (permissions) are different; the loading addresses of the application programs corresponding to the manual agents with the same function (authority) are the same.
Optionally, the types of the service handling controls included in the application programs corresponding to different mobile terminals may be the same.
The mobile terminal 12 is configured to obtain the two-dimensional code; analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program; and loading the application program based on the loading address of the application program.
Alternatively, the loading address of the application program may be stored in the server 11, or may be stored in a database independent from the server 11.
If the application is a web page version application, the loading address of the application may be a URL (Uniform Resource Locator) of the application. If the application program is a client application program, the loading address of the application program may be a download address of an installation package of the application program.
Because the two-dimensional code is generated based on the unique identifier of the mobile terminal and the loading address of the application program, the two-dimensional code can be successfully analyzed to obtain the loading address of the application program only when the mobile terminal scans the two-dimensional code, and other mobile terminals cannot successfully analyze the two-dimensional code to obtain the loading address of the application program after scanning the two-dimensional code. Even if the two-dimensional code is lost and is obtained by other people, the loading address of the application program cannot be obtained, and the downloading safety of the application program is ensured.
If the application program is a web page version application program, optionally, the two-dimensional code needs to be scanned by the mobile terminal every time a human agent holding the mobile terminal performs office work based on the application program.
If the application program is a client application program, the loading address of the application program is the downloading address of the application program, optionally, a human agent holding the mobile terminal scans the two-dimensional code by using the mobile terminal to obtain the downloading address of the application program, and downloads the application program based on the downloading address; when the application program is used for transacting business next time, the two-dimension code does not need to be scanned again. Optionally, the server may set a maximum scanning frequency of the two-dimensional code, after scanning the two-dimensional code, the mobile terminal sends a request indicating whether the scanned frequency reaches the maximum scanning frequency to the server, if the server feeds back that the scanned frequency does not reach the maximum scanning frequency, the mobile terminal may analyze the two-dimensional code, after the analysis is successful, the mobile terminal sends information of successful analysis to the server, and the server adds 1 to the recorded scanned frequency. If the server feeds back that the scanned times reach the maximum scanned times, the mobile terminal cannot successfully analyze the two-dimensional code.
And the call transfer equipment 13 is used for broadcasting and sending a first telephone call request if receiving a request of establishing telephone communication by a user.
As shown in fig. 1, a user 10 may initiate a request to establish a telephone communication based on a cell phone.
Only one user 10 is shown in fig. 1, it being understood that there may be many users 10, and fig. 1 is an example only and does not limit the number of users.
Optionally, after the application is loaded, the mobile terminal 12 may log in based on the login information (the login information may be the first login information or the second login information).
Optionally, the login information may be one or more of a serial number of the remote human agent holding the mobile terminal, an identity card number of the remote human agent holding the mobile terminal, and biometric information of the remote human agent holding the mobile terminal.
Optionally, the call transfer device 13 stores office identifiers corresponding to the respective login information, and optionally, the office identifier of the human seat that performs office by loading the application program in the above manner may be the second identifier, and the office identifier of the human seat that performs office in the designated place in the financial industry may be the first identifier, where the first identifier is different from the second identifier.
After receiving the request for establishing telephone communication, the call transfer device 13 may broadcast the first telephone call request to all human agents.
In an alternative embodiment, the call transfer apparatus 13 may be a server of an operator.
In an optional embodiment, the function (permission) of the human agent working in the designated place in the financial industry is greater than the function (permission) of the human agent working in the application program, and optionally, the call transfer device 13 may preferentially send the first phone call request to the human agent with the first identifier, and if no one answers, send the first phone call request to the human agent with the second identifier.
The mobile terminal 12 is further configured to receive, if the application program accepts the first phone call request and if it is detected that a target service handling control in the at least one service handling control is touched and pressed, a service parameter input by a remote human operator corresponding to the mobile terminal based on a target service window corresponding to the target service handling control, so as to perform service handling.
In an alternative embodiment, the mobile terminal 12 may automatically accept the first phone call request after receiving the first phone call request.
In an alternative embodiment, after the mobile terminal 12 receives the first phone call request, the corresponding phone call icon in the application program may flash to prompt the human agent. And after clicking the telephone call icon, the manual agent determines to accept the first telephone call request.
It can be understood that after a user initiating a request for establishing telephone communication performs telephone interaction with a remote human agent holding a mobile terminal, a specific service handled by the user can be determined, and the human agent can click a corresponding target service handling control.
Optionally, the different business handling controls correspond to different business handling.
The following description takes an example that a user needs to handle a loss reporting service of a bank card, and as shown in fig. 2, a schematic diagram of an implementation manner in which a target service handling control provided for the embodiment of the present application is a loss reporting service handling control is provided.
Fig. 2 illustrates the mobile terminal 12 as a notebook computer.
Fig. 2 illustrates an example of a loss reporting service as a service handled by a user. The service parameters required by the loss reporting service corresponding to the loss reporting service handling control comprise: customer name, bank card number, customer identification number.
Corresponding fields in the loss report service window corresponding to the loss report service handling control shown in fig. 2 include: customer name, card number to be reported, ID card number. The loss-of-service window shown in fig. 2 is a window in which the remote human agent has been filled with the corresponding service parameters. In the embodiment of the application, the service parameters are manually input to the corresponding fields in the target service window by the human agent.
In the embodiment of the application, the application program is loaded through the two-dimensional code, office is carried out based on the application program, and the equipment is not limited in places, so that an artificial seat can carry out office in any place. Because one mobile device corresponds to one two-dimensional code, only the corresponding mobile device can analyze the corresponding two-dimensional code to obtain the application program, and the loading safety of the application program is ensured.
The following describes, with reference to fig. 1, a method for processing a telephone service provided in an embodiment of the present application, and as shown in fig. 3, is a flowchart of an implementation manner of the method for processing a telephone service provided in the embodiment of the present application, where the method includes:
step S301: and acquiring the two-dimensional code.
The two-dimensional code may be generated by the server 11 based on at least the unique identifier of the mobile terminal and the loading address of the application program.
In the embodiments of the present application, the server generates the two-dimensional code in various ways based on at least the unique identifier of the mobile terminal and the loading address of the application program, and the embodiments of the present application provide, but are not limited to, the following.
The first implementation mode comprises the following steps: and the server generates the two-dimensional code based on the unique identifier of the mobile terminal and the loading address of the application program.
The second implementation mode comprises the following steps: and the server generates the two-dimensional code based on the unique identifier of the mobile terminal, the geographic position of the mobile terminal when the mobile terminal downloads the application program and the loading address of the application program.
When the application program is downloaded, the mobile terminal must be downloaded at a designated geographical location, for example, if a remote human agent holding the mobile terminal applies for working at a non-designated place, for example, a home, in order to ensure security, the mobile terminal must successfully resolve the two-dimensional code at the designated geographical location to obtain a loading address of the application program, thereby further ensuring the security of the application program.
The third implementation mode comprises the following steps: the server generates the two-dimensional code based on the unique identifier of the mobile terminal, the attribute information of the remote human agent corresponding to the mobile terminal and the loading address of the application program, wherein the attribute information comprises one or more of biological characteristic information, an identity card number and an employee number.
The fourth implementation mode comprises the following steps: and the server generates the two-dimensional code based on the unique identifier of the mobile terminal, the geographic position of the mobile terminal when the mobile terminal downloads the application program, the attribute information and the loading address of the application program.
In an alternative embodiment, the server 11 may send the two-dimensional code corresponding to the mobile terminal 12.
In an optional embodiment, the financial industry may print out a paper two-dimensional code and issue the two-dimensional code to a remote human agent having a mobile terminal.
Step S302: and analyzing the two-dimensional code at least based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain the loading address of the application program.
In an optional embodiment, if the server generates the two-dimensional code based on the unique identifier of the mobile terminal and the loading address of the application program; then, the mobile terminal 12 parses the two-dimensional code based on the unique identifier of the mobile terminal stored in itself to obtain the loading address of the application program.
Optionally, if the unique identifier of the mobile terminal stored in the mobile terminal 12 is the same as the unique identifier carried by the two-dimensional code, the two-dimensional code is successfully analyzed.
In an optional embodiment, if the server is based on the unique identifier of the mobile terminal, the two-dimensional code is generated by the geographic location where the mobile terminal downloads the application program and the loading address of the application program; then, the two-dimensional code must be parsed by the mobile terminal 12 located at the geographic location based on the unique identifier of the mobile terminal stored in the mobile terminal itself, so as to obtain the loading address of the application program.
In the process of analyzing the two-dimensional code, the mobile terminal needs to be positioned, namely the current geographic position of the mobile terminal is obtained; if the current geographic position of the mobile terminal is the same as the geographic position borne by the two-dimensional code, and the unique identifier of the mobile terminal stored by the mobile terminal is the same as the unique identifier borne by the two-dimensional code, the two-dimensional code is successfully analyzed.
In an optional embodiment, if the server is based on the unique identifier of the mobile terminal, the attribute information of the remote human agent corresponding to the mobile terminal and the loading address of the application program generate the two-dimensional code; then, in an optional embodiment, during the process of parsing the two-dimensional code by the mobile terminal 12, a camera of the mobile terminal may be invoked to collect biometric information of the remote human agent holding the mobile terminal, or a window may be displayed, so that the remote human agent holding the mobile terminal inputs one or more of the identification number and the employee number in the window.
Optionally, if the biometric information acquired by the camera is the same as the biometric information borne by the two-dimensional code (and/or if the identity card number and/or the employee number are/is input into the window, the biometric information is the same as the identity card number and/or the employee number borne by the two-dimensional code), and the unique identifier of the mobile terminal stored in the mobile terminal is the same as the unique identifier borne by the two-dimensional code, the two-dimensional code is successfully analyzed.
Further, the holder corresponding to the mobile terminal for scanning the two-dimensional code is ensured to be the manual seat. The downloading safety of the application program is further ensured.
In an optional embodiment, if the server is based on the unique identifier of the mobile terminal, the two-dimensional code is generated by the geographic location where the mobile terminal downloads the application program, the attribute information and the loading address of the application program; then, the two-dimensional code must be parsed by the mobile terminal 12 located at the geographic location based on the unique identifier of the mobile terminal stored in the mobile terminal, and in the process of parsing the two-dimensional code, a camera of the mobile terminal may be called to collect the biometric information of the remote human agent holding the mobile terminal, or a window may be displayed so that the remote human agent holding the mobile terminal inputs one or more of the identification number and the employee number in the window.
In the process of analyzing the two-dimensional code, the mobile terminal needs to be positioned, namely the current geographic position of the mobile terminal is obtained; if the current geographic position of the mobile terminal is the same as the geographic position borne by the two-dimensional code, the unique identifier of the mobile terminal stored by the mobile terminal is the same as the unique identifier borne by the two-dimensional code, and the biological characteristic information acquired by the camera is the same as the biological characteristic information borne by the two-dimensional code (and/or if the identity card number and/or the employee number are input into the window, the identity card number and/or the employee number borne by the two-dimensional code are the same), the two-dimensional code is successfully analyzed.
Further, the holder corresponding to the mobile terminal for scanning the two-dimensional code is ensured to be the manual seat. The downloading safety of the application program is further ensured.
Step S303: and loading the application program based on the loading address of the application program.
In an optional embodiment, the types of the service handling controls contained in the application programs corresponding to the human agents with different functions (i.e. different permissions) are different; in the embodiment of the application, the application programs containing the same business handling control types are called the same application program, and the application programs containing different business handling control types are called different application programs if at least one business handling control type is different; the loading addresses of the same application program are the same; the load addresses of different applications are different.
In an optional embodiment, the types of the service handling controls contained in the application programs corresponding to the human agents with different functions (i.e. different permissions) are different; in the embodiment of the application, the loading addresses of different application programs can be the same; after a user logs in an application program, under different authorities, the types of service handling controls in a usable state in the service handling controls contained in the application program are different.
Step S304: a first phone call request from a call intermediation equipment is accepted based on the application program.
Step S305: and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
In the telephone service processing method provided by the embodiment of the application, the two-dimensional code is generated based on the unique identifier of the mobile terminal and the loading address of the application program, the mobile terminal analyzes the two-dimensional code at least based on the unique identifier of the mobile terminal stored by the mobile terminal so as to obtain the loading address of the application program, namely, only the mobile terminal with the corresponding unique identifier can successfully analyze the two-dimensional code, other mobile terminals cannot successfully analyze the two-dimensional code, and the loading safety of the application program is ensured. The remote manual seat with the mobile terminal can load application programs at any place to work, so that the limitation of office places is relieved. After the application program is loaded, the mobile terminal can receive a first telephone call request based on the application program, can determine specific services which need to be handled by the user based on telephone interaction with the user, a remote manual agent can click a corresponding target service handling control, and a target service window corresponding to the target service handling control receives service parameters input by the remote manual agent corresponding to the mobile terminal so as to handle the services.
In an optional embodiment, an embodiment of the present application further provides a method for logging in an application program, and the embodiment of the present application provides, but is not limited to, the following method.
As shown in fig. 4, a signaling diagram of a method for implementing a login application provided in the embodiment of the present application, the method further includes:
step S401: the server 11 generates a two-dimensional code at least based on the unique identifier of the mobile terminal, the first login information of the remote human agent holding the mobile terminal, and the loading address of the application program.
The first login information is the attribute information.
Step S402: the mobile terminal 12 obtains the two-dimensional code, scans the two-dimensional code, and analyzes the two-dimensional code based on the unique identifier stored in the mobile terminal to obtain the first login information and the loading address of the application program.
The first login information comprises: one or more of identification card number, employee number and biological characteristic information.
Step S403: the mobile terminal 12 loads an application program and sends the first login information to the server 11.
Step S404: the server 11 receives the first login information, compares the first login information with the first login information stored in the server, and feeds back a comparison result to the mobile terminal 12.
Step S405: and if the comparison result represents that the first login information stored by the server is matched with the first login information obtained by analysis, the application program is successfully logged in.
In the login process, the user does not need to manually input an account number and a password, and the mobile terminal can automatically log in to the application program after successfully analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal.
As shown in fig. 5, a signaling diagram of another implementation method for logging in an application program provided in the embodiment of the present application is further provided, where the method includes:
step S501: the server 11 generates the two-dimensional code based on at least the unique identifier of the mobile terminal and the loading address of the application program.
Step S502: the mobile terminal 12 obtains the two-dimensional code, scans the two-dimensional code, analyzes the two-dimensional code based on the unique identifier stored in the mobile terminal, so as to obtain a loading address of an application program, and starts a camera of the mobile terminal.
Step S503: the mobile terminal 12 loads the application program from the loading address corresponding to the server 11 based on the loading address of the application program.
Step S504: and the mobile terminal 12 controls the camera to acquire second login information of the remote manual seat corresponding to the mobile terminal.
The second login information comprises one or more of biological characteristic information, the positive photo of the identity card and the negative photo of the identity card.
Step S505: the mobile terminal 12 sends the second login information to the server.
Step S506: the server 11 receives the second login information, compares the second login information with second login information stored in the server, and feeds back a comparison result to the mobile terminal 12.
Step S507: and if the comparison result represents that the second login information stored by the server is matched with the second login information acquired by the camera, the application program is successfully logged in.
In an alternative embodiment, if the function (authority) of the human agent accepting the first telephone call request is low, the user-specified transacted service cannot be transacted, and optionally, the human agent accepting the first telephone call request may be switched to another human agent having the function of transacting the user-specified transacted service. The above method is explained below.
As shown in fig. 6, a signaling diagram of a method for implementing a telephone call forwarding provided by an embodiment of the present application includes:
step S601: the client 10 initiates a request to establish telephone communication to the call intermediation equipment 13.
Step S602: the call intermediation equipment 13 receives the request for establishing telephone communication, and transmits a first telephone call request to all human agents.
As shown in fig. 6, the mobile terminal 12 corresponds to a remote human agent, and the local human agent terminal 61 corresponds to a local human agent.
The remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each of the manual agents corresponds to a first identifier, each of the remote manual agents corresponds to a second identifier, and the first identifiers are different from the second identifiers.
Fig. 6 shows only one mobile terminal 12 and one local human agent terminal 61, and optionally, the embodiment of the present application may include a plurality of mobile terminals and a plurality of local human agent terminals.
Optionally, the call forwarding device 13 may send the first phone call request to the local human agent with the first identifier, and if no one answers, send the first phone call request to the remote human agent with the second identifier.
Step S603: the mobile terminal 12 accepts the first phone call request based on the application program.
Optionally, the application may include a phone acceptance control, and the first phone call request may be accepted after the remote human agent clicks the phone acceptance control.
Step S604: if the mobile terminal 12 detects that the telephone forwarding control is touched and pressed, a second telephone call request is generated based on a preset forwarding identifier; and sending the second telephone call request to the call transfer apparatus 13.
Optionally, the application includes a call forwarding control.
It will be appreciated that the present first telephone call request may be suspended if the human agent holding the mobile terminal 12 successfully transacts the service. Optionally, the application program includes a hang-up control, and after the hang-up control is clicked by the manual agent, the manual agent is in an idle state.
If the authority of the remote human agent holding the mobile terminal 12 is not enough and the service designated by the user cannot be handled, the telephone forwarding control can be clicked, and the mobile terminal can generate a second telephone call request based on the preset forwarding identifier.
The preset transfer identifier indicates that the manual agent holding the mobile terminal 12 cannot independently complete the service transaction operation.
Step S605: the call intermediation equipment 13 transmits the second telephone call request to the local agent broadcast having the first identifier.
The remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each of the manual agents corresponds to a first identifier, each of the remote manual agents corresponds to a second identifier, and the first identifiers are different from the second identifiers.
Optionally, the local human agent refers to a human agent located at a designated office location in the financial industry. The remote artificial seat refers to an artificial seat which is not located in a designated office place in the financial industry.
Step S606: and if the local artificial seat terminal 61 corresponding to the local artificial seat receives the second telephone call request, the local artificial seat performs telephone interaction with the user.
Optionally, for the user, the request for establishing the telephone communication is initiated only once, so that the user experience is improved.
The method is described in detail in the embodiments disclosed in the present application, and the method of the present application can be implemented by various types of apparatuses, so that an apparatus is also disclosed in the present application, and the following detailed description is given of specific embodiments.
As shown in fig. 7, a structure diagram of an implementation manner of a telephone service processing apparatus provided in an embodiment of the present application is provided, where the telephone service processing apparatus includes:
a first obtaining module 71, configured to obtain a two-dimensional code, where the two-dimensional code at least carries a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
the second obtaining module 72 is configured to analyze the two-dimensional code based on the unique identifier of the mobile terminal stored in the second obtaining module, so as to obtain a loading address of the application program;
a loading module 73, configured to load the application program based on a loading address of the application program; the application program comprises at least one business handling control;
a call acceptance module 74 for accepting a first telephone call request from the call intermediation equipment based on the application program;
and the input module 75 is configured to receive, based on a target service window corresponding to the target service handling control, a service parameter input by a remote human agent corresponding to the mobile terminal, so as to perform service handling, if it is detected that the target service handling control in the at least one service handling control is touched and pressed.
In an optional embodiment, the two-dimensional code further carries first login information of a remote human agent corresponding to the mobile terminal, and the first login information includes: one or more of identity card number, employee number and biological characteristic information; further comprising:
the third acquisition module is used for analyzing the two-dimensional code based on the unique identifier stored in the third acquisition module so as to obtain the first login information;
the first sending module is used for sending the first login information to a server;
and the first login module is used for successfully logging in the application program if a comparison result that the first login information which is fed back by the server and stored by the server is matched with the received first login information is received.
In an optional embodiment, further comprising:
the starting module is used for starting a camera of the mobile terminal if the two-dimensional code is successfully analyzed based on the unique identifier of the mobile terminal stored by the starting module;
the control module is used for controlling the camera to acquire second login information of the remote manual seat corresponding to the mobile terminal, wherein the second login information comprises one or more of biological characteristic information, positive identification card photos and negative identification card photos;
the second sending module is used for sending the second login information to a server;
and the second login module is used for successfully logging in the application program if a comparison result that second login information which is fed back by the server and stored by the server is matched with the second login information acquired by the camera is received.
In an optional embodiment, the two-dimensional code further carries a geographic location where the mobile terminal downloads the application program; the second acquisition module includes:
the first acquisition unit is used for acquiring the current geographic position of the mobile terminal;
and the second obtaining unit is used for successfully analyzing the two-dimensional code to obtain the loading address of the application program if the current geographic position of the mobile terminal is the same as the geographic position borne by the two-dimensional code and the unique identifier of the mobile terminal stored by the mobile terminal is the same as the unique identifier borne by the two-dimensional code.
In an alternative embodiment, the application includes a call forwarding control; further comprising:
the generating module is used for generating a second telephone call request based on a preset forwarding identifier if the telephone forwarding control is touched and pressed;
a third sending module, configured to send the second telephone call request to the call forwarding device, so that the call forwarding device initiates the second telephone call request to a local human agent with a first identifier;
the remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each of the manual agents corresponds to a first identifier, each of the remote manual agents corresponds to a second identifier, and the first identifiers are different from the second identifiers.
As shown in fig. 8, a structure diagram of an implementation manner of a mobile terminal provided in an embodiment of the present application is provided, where the mobile terminal includes:
a memory 81 for storing a program;
a processor 82 configured to execute the program, the program being specifically configured to:
acquiring a two-dimensional code, wherein the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program;
loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
accepting a first telephone call request from a call intermediation equipment based on the application program;
and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
The mobile terminal may further include: a communication interface 83, a communication bus 84; in the embodiment of the present application, the number of the memory 81, the processor 82, the communication interface 83 and the communication bus 84 is at least one, and the memory 81, the processor 82 and the communication interface 83 complete the communication with each other through the communication bus 84;
the processor 82 may be a central processing unit CPU, or an Application Specific Integrated Circuit (ASIC), or one or more Integrated circuits configured to implement embodiments of the present invention, or the like;
the memory 81 may include a high-speed RAM memory, and may further include a non-volatile memory (non-volatile memory) or the like, such as at least one disk memory.
An embodiment of the present application further provides a readable storage medium, on which a computer program is stored, where the computer program is executed by a processor to implement the telephone service processing method as described in any one of the above.
Note that the features described in the embodiments in the present specification may be replaced with or combined with each other. For the device or system type embodiment, since it is basically similar to the method embodiment, the description is simple, and for the relevant points, refer to the partial description of the method embodiment.
It is further noted that, herein, relational terms such as first and second, and the like may be used solely to distinguish one entity or action from another entity or action without necessarily requiring or implying any actual such relationship or order between such entities or actions. Also, the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising an … …" does not exclude the presence of other identical elements in a process, method, article, or apparatus that comprises the element.
The steps of a method or algorithm described in connection with the embodiments disclosed herein may be embodied directly in hardware, in a software module executed by a processor, or in a combination of the two. A software module may reside in Random Access Memory (RAM), memory, Read Only Memory (ROM), electrically programmable ROM, electrically erasable programmable ROM, registers, hard disk, a removable disk, a CD-ROM, or any other form of storage medium known in the art.
The previous description of the disclosed embodiments is provided to enable any person skilled in the art to make or use the present application. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the generic principles defined herein may be applied to other embodiments without departing from the spirit or scope of the application. Thus, the present application is not intended to be limited to the embodiments shown herein but is to be accorded the widest scope consistent with the principles and novel features disclosed herein.
Claims (10)
1. A telephone service processing system, comprising:
the server is used for generating a two-dimensional code at least based on the unique identifier of the mobile terminal and the loading address of the application program; the two-dimensional codes of different mobile terminals for the application programs are different; the application program comprises at least one business handling control;
the mobile terminal is used for acquiring the two-dimension code; analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program; loading the application program based on the loading address of the application program;
the call transfer equipment broadcasts and sends a first telephone call request if receiving a request of establishing telephone communication of a user;
the mobile terminal is further configured to receive the first phone call request based on the application program, and receive a service parameter input by a remote human agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control if it is detected that the target service handling control in the at least one service handling control is touched and pressed, so as to perform service handling.
2. The telephony-services-processing system of claim 1, wherein the application comprises a telephony-forwarding control;
the mobile terminal is further used for generating a second telephone call request based on a preset forwarding identifier if the telephone forwarding control is detected to be touched and pressed; sending the second telephone call request to the call transfer equipment;
the call transfer equipment is also used for broadcasting and sending the second telephone call request to a local artificial agent with a first identifier;
the remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each local artificial seat corresponds to a first identification, each remote artificial seat corresponds to a second identification, and the first identification is different from the second identification.
3. The telephone service processing system according to claim 1 or 2, wherein the server, when executing the generation of the two-dimensional code based on at least the unique identifier of the mobile terminal and the loading address of the application program, specifically includes any one of the following:
generating the two-dimensional code based on the unique identifier of the mobile terminal and the loading address of the application program;
based on the unique identifier of the mobile terminal, the geographic position of the mobile terminal when the mobile terminal downloads the application program and the loading address of the application program, and the two-dimensional code is generated;
generating the two-dimensional code based on the unique identifier of the mobile terminal, the attribute information of the remote human agent corresponding to the mobile terminal and the loading address of the application program, wherein the attribute information comprises one or more of biological characteristic information, an identity card number and an employee number;
and based on the unique identifier of the mobile terminal, the geographic position, the attribute information and the loading address of the application program are generated when the mobile terminal downloads the application program.
4. A telephone service processing method is applied to a mobile terminal and comprises the following steps:
acquiring a two-dimensional code, wherein the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program;
loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
accepting a first telephone call request from a call intermediation equipment based on the application program;
and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
5. The telephone service processing method according to claim 4, wherein the two-dimensional code further carries first login information of a remote human agent corresponding to the mobile terminal, and the first login information includes: one or more of identity card number, employee number and biological characteristic information; the telephone service processing method further comprises the following steps:
analyzing the two-dimensional code based on the unique identifier stored in the two-dimensional code to obtain the first login information;
sending the first login information to a server;
and if a comparison result that the first login information stored by the server and fed back by the server is matched with the received first login information is received, successfully logging in the application program.
6. The telephony service processing method of claim 4, further comprising:
if the two-dimensional code is successfully analyzed based on the unique identifier of the mobile terminal stored by the mobile terminal, starting a camera of the mobile terminal;
controlling the camera to acquire second login information of a remote manual seat corresponding to the mobile terminal, wherein the second login information comprises one or more of biological characteristic information, a positive picture of an identity card and a negative picture of the identity card;
sending the second login information to a server;
and if a comparison result that second login information which is fed back by the server and stored by the server is matched with the second login information which is acquired by the camera is received, the application program is successfully logged in.
7. The telephone service processing method according to any one of claims 4 to 6, wherein the two-dimensional code further carries a geographical location where the mobile terminal is located when downloading the application program; the analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain the loading address of the application program comprises:
acquiring the current geographic position of the mobile terminal;
if the current geographic position of the mobile terminal is the same as the geographic position borne by the two-dimensional code, and the unique identifier of the mobile terminal stored by the mobile terminal is the same as the unique identifier borne by the two-dimensional code, successfully analyzing the two-dimensional code, and obtaining the loading address of the application program.
8. The telephony service processing method of claim 4, wherein the application program comprises a telephony forwarding control; further comprising:
if the telephone forwarding control is touched and pressed, generating a second telephone call request based on a preset forwarding identifier;
sending the second telephone call request to the call transfer equipment so that the call transfer equipment initiates the second telephone call request to a local human agent with a first identifier;
the remote manual seat corresponding to the mobile terminal is located at a different geographical position from the local manual seat; different local artificial agents are located at the same geographical position; each local artificial seat corresponds to a first identification, each remote artificial seat corresponds to a second identification, and the first identification is different from the second identification.
9. A telephone service processing apparatus, applied to a mobile terminal, comprising:
the first acquisition module is used for acquiring a two-dimensional code, and the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
the second acquisition module is used for analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the second acquisition module so as to obtain a loading address of the application program;
the loading module is used for loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
a call acceptance module for accepting a first telephone call request from a call intermediation equipment based on the application program;
and the input module is used for receiving the service parameters input by the remote manual seat corresponding to the mobile terminal based on the target service window corresponding to the target service handling control so as to handle the service if the target service handling control in the at least one service handling control is detected to be touched and pressed.
10. A mobile terminal, comprising:
a memory for storing a program;
a processor configured to execute the program, the program specifically configured to:
acquiring a two-dimensional code, wherein the two-dimensional code at least bears a unique identifier of the mobile terminal and a loading address of an application program; the two-dimensional codes of different mobile terminals for the application programs are different;
analyzing the two-dimensional code based on the unique identifier of the mobile terminal stored by the mobile terminal to obtain a loading address of the application program;
loading the application program based on the loading address of the application program; the application program comprises at least one business handling control;
accepting a first telephone call request from a call intermediation equipment based on the application program;
and if the target service handling control in the at least one service handling control is detected to be touched and pressed, receiving service parameters input by a remote manual agent corresponding to the mobile terminal based on a target service window corresponding to the target service handling control so as to handle the service.
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| US7536002B1 (en) * | 1999-07-09 | 2009-05-19 | Jpmorgan Chase Bank, National Association | System and method of intelligent call routing for cross sell offer selection based on optimization parameters or account-level data |
| US7912451B2 (en) * | 2007-02-26 | 2011-03-22 | Sony Ericsson Mobile Communications Ab | Limiting use of electronic equipment features based on location |
| CN103067620B (en) * | 2011-10-21 | 2018-05-04 | 中兴通讯股份有限公司 | The implementation method and device of customer service |
| US9237215B2 (en) * | 2012-02-10 | 2016-01-12 | Time Warner Cable Enterprises Llc | Remote activation of mobile applications |
| US9762726B2 (en) * | 2012-07-16 | 2017-09-12 | Avaya Inc. | Contact center agent display application |
| CN103595880A (en) * | 2012-08-15 | 2014-02-19 | 殷程 | Portable call center agent |
| EP2907090A4 (en) * | 2012-10-10 | 2016-05-18 | Mastercard International Inc | Methods and systems for conducting remote point of sale transactions |
| CN103546887A (en) * | 2013-10-29 | 2014-01-29 | 小米科技有限责任公司 | Application software transmitting method, device and terminal and server |
| CN108833563A (en) * | 2018-06-26 | 2018-11-16 | 南通森雅商务服务有限公司 | A kind of cloud customer service platform based on cloud computing and the network teleconference |
| CN109495580B (en) * | 2018-12-11 | 2021-10-22 | 云纵世纪(天津)数字科技有限公司 | Activation method and system of terminal equipment |
| CN110995654B (en) * | 2019-11-05 | 2022-11-18 | 合肥优尔电子科技有限公司 | Terminal temporary authorization method, device and system based on dynamic two-dimensional code |
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