CN112968997A - Mobile terminal call center management system and method - Google Patents
Mobile terminal call center management system and method Download PDFInfo
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- CN112968997A CN112968997A CN202110164103.1A CN202110164103A CN112968997A CN 112968997 A CN112968997 A CN 112968997A CN 202110164103 A CN202110164103 A CN 202110164103A CN 112968997 A CN112968997 A CN 112968997A
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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
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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
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Abstract
The invention provides a mobile terminal call center management system and a method thereof, wherein the system comprises: the system comprises a telephone call-in module, a central management control module and a mobile terminal equipment module; the telephone incoming call module receives a client telephone call signal; the central management control module transmits the customer information to the mobile terminal equipment module through customer information management according to the customer telephone calling signal, and adopts CTI telephone middleware to connect the mobile terminal equipment module; and the mobile terminal equipment module displays a client view according to the client information and responds to the telephone call of the client to realize communication with the client. The invention provides the function of pushing the incoming call message data through the customer information management, so that the waiter can see the relevant information of the customer before the customer calls through the mobile terminal equipment, and can preliminarily know the customer, and further can directly and smoothly communicate with the customer when the customer calls, thereby improving the communication efficiency.
Description
Technical Field
The present invention relates to the field of communications services, and in particular, to a system and method for managing a mobile terminal call center.
Background
With the rise of mobile internet, the functions of the smart phone are continuously improved, the traditional pc-end office also tends to be gradually turned to the mobile end, at present, a plurality of enterprise customer management applications exist in the market, such as the Ali nail and enterprise WeChat, enterprise customers are reused, various enterprises are arranged in the enterprise, the mobile end cloud seat utilizes an advanced cloud computing and multi-cloud integration mode to customize the enterprise, the customer management is taken as a core, the smart cloud call center is integrated, and the customized development is supported, so that a user can better grasp the customer through the mobile end cloud seat mode, the customer business machine is further excavated, the enterprise is enabled to be visually prompted, and the enterprise competitiveness is enhanced.
Customer Relationship Management (CRM) is the integration and coordination of various front-line activities (sales, market intelligence collection, and customer service, etc.) in the supply chain. The invention provides a mobile terminal call center management system and a mobile terminal call center management method, wherein the mobile terminal call center management system and the mobile terminal call center management method provide a function of pushing incoming call message data through client information management, so that a receptionist can see client related information before the receptionist connects a client telephone call through mobile terminal equipment to preliminarily know the client, and can directly and smoothly communicate with the client when the client telephone call is connected, thereby improving the communication efficiency.
Disclosure of Invention
The invention provides a mobile terminal call center management system and a mobile terminal call center management method, which provide a function of pushing incoming call message data when a reception mobile terminal of a reception person in a reception mobile module is connected with a client telephone call through client information management, so that the reception person can see client related information in advance before mobile terminal equipment rings, and the client information is preliminarily known, thereby effectively solving the problems of difficult communication and low communication efficiency in the prior art.
The invention provides a mobile terminal call center management system, comprising: the system comprises a telephone call-in module, a central management control module and a mobile terminal equipment module;
the telephone incoming call module is used for receiving a customer telephone call signal;
the central management control module is used for transmitting customer information to the mobile terminal equipment module through customer information management according to the customer telephone calling signal and connecting the mobile terminal equipment module by adopting CTI telephone middleware;
and the mobile terminal equipment module is used for displaying a client view according to the client information and responding to a telephone call of the client to realize communication with the client.
Further, the central management control module includes: the system comprises a client information management unit, a communication connection management unit and an information transmission interaction unit;
the customer information management unit is used for analyzing the customer according to the customer telephone calling signal to obtain the customer information of the customer;
the communication connection management unit is used for realizing the connection of the mobile terminal equipment in the mobile terminal equipment module through a Netty communication framework and a combined API;
and the information transmission interaction unit is used for realizing communication between the client information management unit and the communication connection management unit and the mobile terminal equipment module through socket.
Further, the customer information management unit comprises an information storage unit, a customer analysis unit and an information retrieval unit;
the information storage unit is used for storing historical personal information of the client;
the customer analysis unit is used for analyzing the customer type of the customer;
and the information calling unit is used for acquiring the client information in the information storage unit according to the client type.
Furthermore, the mobile terminal device module includes a plurality of mobile terminal devices, and each mobile terminal device is independent of each other.
Furthermore, the central management control module also comprises a time sequence adjusting unit;
and the time sequence adjusting unit is used for coordinating the time sequence and the interval for transmitting the customer information to the mobile terminal equipment module and connecting the mobile terminal equipment module.
The invention provides a mobile terminal call center management method, which comprises the following steps:
step one, receiving a customer telephone call signal;
step two, obtaining the customer information of a customer sending a telephone call signal and a communication connection instruction of mobile terminal equipment, and transmitting the customer information and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment;
and step three, the mobile terminal equipment presents a client view according to the client information of the client and responds to the communication connection instruction to realize communication with the client.
Further, the second step: the process of obtaining the client information of the client sending the telephone call signal and the communication connection instruction of the mobile terminal device and transmitting the client information of the client and the communication connection instruction of the mobile terminal device to the mobile terminal device comprises the following steps:
analyzing a customer according to a customer telephone calling signal to obtain customer information of the customer;
obtaining a communication connection instruction of the mobile terminal equipment by adopting CTI telephone middleware and a Netty communication framework;
and establishing communication connection through a socket.io communication mechanism, and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment.
Further, the process of analyzing the customer according to the customer telephone calling signal to obtain the customer information of the customer comprises the following steps:
analyzing the type of the client sending the telephone call signal; the method comprises the steps that accurate query is carried out through an information storage unit, the telephone number for sending the telephone calling signal is compared with the telephone number of a client contact person stored in a database, whether a receptionist with a communication connection record exists in the telephone number for sending the telephone calling signal is queried, if the receptionist with the communication connection record exists, the old client belongs to, and if the receptionist with the communication connection record does not exist, the new client belongs to; wherein, the telephone number of the sending telephone calling signal is compared with the telephone of the customer contact person stored in the database, and the comparison is carried out according to the following formula:
Ti＝change(a)-change(extrct(Wi))
wherein, TiRepresenting the comparison value of the ith storage client, a representing the telephone number of the sending telephone call signal, change representing the value format conversion, extrct representing the contact telephone extraction, WiThe ith stores the customer information of the customer;
determining a customer type according to the following formula;
wherein D represents the comparison result;
acquiring client information in an information storage unit according to the type of the client; when the client type belongs to a new client, the client information is an empty set; when the client type belongs to an old client, calling a historical communication information record associated with the client from the information storage unit to form client information of the client; wherein the customer information of the old customer is determined according to the following formula:
Q＝{wmj|(kj-h)2*(kj-h)≥3*kj*h2-3*kj 2*h}
wherein Q represents customer information, kjA value parameter, w, representing the j-th information of the storage clientmjJ-th piece of storage information indicating a client in the information storage unit, and h indicates a preset parameter.
Further, the mobile terminal equipment is provided with a plurality of mobile terminal equipment, and each mobile terminal equipment is independent of each other.
Further, when the client information of the client and the communication connection instruction of the mobile terminal device are transmitted to the mobile terminal device, the method includes:
determining a transmission time interval between the client information of the client and the communication connection instruction of the mobile terminal equipment;
respectively determining client information of the client and a communication connection instruction transmission time point of the mobile terminal equipment according to the transmission time interval;
and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment according to the determined transmission time point.
Additional features and advantages of the invention will be set forth in the description which follows, and in part will be obvious from the description, or may be learned by practice of the invention. The objectives and other advantages of the invention will be realized and attained by the structure particularly pointed out in the written description and drawings.
The technical solution of the present invention is further described in detail by the accompanying drawings and embodiments.
Drawings
The accompanying drawings, which are included to provide a further understanding of the invention and are incorporated in and constitute a part of this specification, illustrate embodiments of the invention and together with the description serve to explain the principles of the invention and not to limit the invention. In the drawings:
fig. 1 is a schematic structural diagram of a mobile-side call center management system according to the present invention;
fig. 2 is a schematic diagram of a mobile-side call center management system according to the present invention;
fig. 3 is a schematic diagram of a central control module in a mobile-side call center management system according to the present invention;
fig. 4 is a schematic diagram of a customer information management unit of a central control module in a mobile-side call center management system according to the present invention;
fig. 5 is a schematic structural diagram of another mobile-side call center management system according to the present invention;
fig. 6 is a flowchart of a method for managing a mobile-side call center according to the present invention;
fig. 7 is a flowchart of a second step in the method for managing a mobile-side call center according to the present invention.
Detailed Description
The preferred embodiments of the present invention will be described in conjunction with the accompanying drawings, and it will be understood that they are described herein for the purpose of illustration and explanation and not limitation.
As shown in fig. 1 and fig. 2, an embodiment of the present invention provides a mobile terminal call center management system, including: the system comprises a telephone call-in module, a central management control module and a mobile terminal equipment module;
the telephone incoming call module is used for receiving a customer telephone call signal;
the central management control module is used for transmitting customer information to the mobile terminal equipment module through customer information management according to the customer telephone calling signal and connecting the mobile terminal equipment module by adopting CTI telephone middleware;
and the mobile terminal equipment module is used for displaying a client view according to the client information and responding to a telephone call of the client to realize communication with the client.
In the technical scheme, a mobile terminal call center management system is provided with a telephone call-in module, a central management control module and a mobile terminal equipment module, wherein the telephone call-in module receives a client telephone call signal; the central management control module transmits the customer information to the mobile terminal equipment module through customer information management according to the customer telephone calling signal, and adopts CTI telephone middleware to connect the mobile terminal equipment module; and the mobile terminal equipment module displays a client view according to the client information and responds to the telephone call of the client to realize communication with the client. According to the technical scheme, the central management control module enables the receptionist to see the relevant information of the client before the receptionist connects the telephone call of the client through the mobile terminal device, so that the client can be preliminarily known, smooth and friendly communication can be directly carried out with the client when the telephone call of the client is connected, the problem that the client is answered before is asked is avoided, and the communication efficiency is improved. Moreover, java development is adopted in the mobile terminal call center management system, and the current mainstream open-source micro service framework spring cloud is selected, so that the development is reduced, the deployment is convenient, the maintenance difficulty is reduced, the stability of the mobile terminal call center management system is improved, and the mobile terminal call center management system has the characteristics of easiness in fault tolerance, support of gray release and the like.
As shown in fig. 3, in an embodiment provided by the present invention, the central management control module includes: the system comprises a client information management unit, a communication connection management unit and an information transmission interaction unit;
the customer information management unit is used for analyzing the customer according to the customer telephone calling signal to obtain the customer information of the customer;
the communication connection management unit is used for realizing the connection of the mobile terminal equipment in the mobile terminal equipment module through a Netty communication framework and a combined API;
and the information transmission interaction unit is used for realizing communication between the client information management unit and the communication connection management unit and the mobile terminal equipment module through socket.
In the technical scheme, the central management control module comprises a client information management unit, a communication connection management unit and an information transmission interaction unit; analyzing the customer according to the customer telephone calling signal by a customer information management unit to obtain customer information; the communication connection management unit is used for realizing the connection of the mobile terminal equipment through a Netty communication framework and a combined API; and the communication between the client information management unit, the communication connection management unit and the mobile terminal equipment module is realized by the information transmission interaction unit through socket. Through the technical scheme, the communication connection management unit can manage the client information through the client information management unit while performing communication management, so that when a client performs a telephone call and is transferred to the corresponding mobile terminal equipment, the client information of the client is also presented on the mobile terminal equipment, and the Netty communication framework has the characteristics of high concurrency, high transmission speed, high performance, customization and expandability. In addition, the socket.io supports timely, bidirectional and event-based traffic, has the characteristics of usability, cross-platform and self-adaption, can work on each platform, each browser and each device, supports automatic switching of various connection modes, is convenient to develop in the aspect of instant messaging, and enables the mobile terminal call center management system to be applicable to industries such as real estate, internet, automobile, advertising marketing, education and the like.
As shown in fig. 4, in an embodiment provided by the present invention, the customer information management unit includes an information storage unit, a customer analysis unit, and an information retrieval unit;
the information storage unit is used for storing historical personal information of the client;
the customer analysis unit is used for analyzing the customer type of the customer;
and the information calling unit is used for acquiring the client information in the information storage unit according to the client type.
In the technical scheme, an information storage unit, a client analysis unit and an information retrieval unit are arranged in an information management unit, personal information files of clients are stored through the information storage unit, and historical communication information of the clients is stored in the information storage unit; the client analysis unit analyzes and judges whether the client belongs to a new client or an old client, so that the client information is acquired in the information storage unit through the information retrieval unit according to the client type. Through the technical scheme, the mobile terminal equipment of the reception person can receive the customer information of the customer before communicating with the customer, so that the customer can be preliminarily known, and the communication can be conducted according to the customer information of the old customer when the communication is conducted on the old customer, so that the communication efficiency is improved.
As shown in fig. 5, in an embodiment provided by the present invention, the mobile-end device module includes a plurality of mobile-end devices, and each of the mobile-end devices is independent of each other.
Among the above-mentioned technical scheme, be provided with a plurality of removal end equipment in the removal end equipment module, with every removal end equipment independent setting moreover, each other is alternately, avoids appearing the communication connection in disorder for the customer can be accurate with the receptionist and establish the communication connection through removing end equipment.
In an embodiment provided by the present invention, the central management control module further includes a timing adjustment unit;
and the time sequence adjusting unit is used for coordinating the time sequence and the interval for transmitting the customer information to the mobile terminal equipment module and connecting the mobile terminal equipment module.
In the technical scheme, the central management control module is also provided with a time sequence adjusting unit, and the time sequence and the interval of transmitting the client information and connecting the mobile terminal equipment are coordinated through the time sequence adjusting unit, so that a receptionist can obtain the client information before the mobile terminal equipment and the client establish communication connection, the phenomena of unsmooth communication and no key communication are avoided when the mobile terminal equipment and the client are in communication connection, and the communication efficiency is improved.
As shown in fig. 6, an embodiment of the present invention provides a method for managing a mobile-side call center, including:
step one, receiving a customer telephone call signal;
step two, obtaining the customer information of a customer sending a telephone call signal and a communication connection instruction of mobile terminal equipment, and transmitting the customer information and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment;
and step three, the mobile terminal equipment presents a client view according to the client information of the client and responds to the communication connection instruction to realize communication with the client.
In the technical scheme, in the process of managing the mobile terminal call center, the communication with the client is realized according to the following steps in sequence, and a client telephone call signal is received; the method comprises the steps of obtaining client information of a client sending a telephone call signal and a communication connection instruction of mobile terminal equipment, and transmitting the client information and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment; and the mobile terminal equipment presents a client view according to the client information of the client and responds to the communication connection instruction. By the technical scheme, the receptionist can see the relevant information of the client before the mobile terminal equipment is used for connecting the telephone call of the client, so that the client can be preliminarily known, smooth and friendly communication can be directly carried out with the client when the telephone call of the client is connected, the problem that the client is answered before is avoided being inquired, and the communication efficiency is improved. Moreover, java development is adopted in the mobile terminal call center management system, and the current mainstream open-source micro service framework spring cloud is selected, so that the development is reduced, the deployment is convenient, the maintenance difficulty is reduced, the stability of the mobile terminal call center management system is improved, and the mobile terminal call center management system has the characteristics of easiness in fault tolerance, support of gray release and the like.
As shown in fig. 7, in an embodiment provided by the present invention, the second step: the process of obtaining the client information of the client sending the telephone call signal and the communication connection instruction of the mobile terminal device and transmitting the client information of the client and the communication connection instruction of the mobile terminal device to the mobile terminal device comprises the following steps:
s1, analyzing the client according to the client telephone calling signal to obtain the client information of the client;
s2, obtaining a communication connection instruction of the mobile terminal equipment by adopting a CTI telephone middleware and a Netty communication framework;
and S3, establishing communication connection through a socket.io communication mechanism, and transmitting the client information of the client and the communication connection instruction of the mobile terminal device to the mobile terminal device.
In the technical scheme, when the client information of a client sending a telephone calling signal and a communication connection instruction of mobile terminal equipment are obtained and transmitted to the mobile terminal equipment, firstly, the client is analyzed according to the telephone calling signal of the client to obtain the client information of the client; then, a CTI telephone middleware and a Netty communication framework are adopted to obtain a communication connection instruction of the mobile terminal equipment; and finally, establishing communication connection through a socket.io communication mechanism, and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment. According to the technical scheme, the client information can be managed while communication management is carried out, so that when a client carries out a telephone call and is transferred to the corresponding mobile terminal equipment, the client information of the client is presented on the mobile terminal equipment, the network communication framework has the characteristics of high concurrency, high transmission speed, high performance, customization and expandability, the API has the characteristic of simplicity in use, the data transmission part is separated out by socket.io to form engine.io, and the engine.io packages Websocket and AJAX polling, so that the API is formed, the problems of detail difference and compatibility are solved, and the purpose of carrying out two-way data across browsers or devices is achieved. In addition, the socket.io supports timely, bidirectional and event-based traffic, has the characteristics of usability, cross-platform and self-adaption, can work on each platform, each browser and each device, supports automatic switching of various connection modes, is convenient to develop in the aspect of instant messaging, and enables the mobile terminal call center management system to be applicable to industries such as real estate, internet, automobile, advertising marketing, education and the like.
In one embodiment of the present invention, the process of analyzing the customer according to the customer telephone call signal to obtain the customer information of the customer includes the following steps:
analyzing the type of the client sending the telephone call signal; the method comprises the steps that accurate query is carried out through an information storage unit, the telephone number for sending the telephone calling signal is compared with the telephone number of a client contact person stored in a database, whether a receptionist with a communication connection record exists in the telephone number for sending the telephone calling signal is queried, if the receptionist with the communication connection record exists, the old client belongs to, and if the receptionist with the communication connection record does not exist, the new client belongs to; wherein, the telephone number of the sending telephone calling signal is compared with the telephone of the customer contact person stored in the database, and the comparison is carried out according to the following formula:
Ti＝change(a)-change(extrct(Wi))
wherein, TiRepresenting the comparison value of the ith storage client, a representing the telephone number of the sending telephone call signal, change representing the value format conversion, extrct representing the contact telephone extraction, WiThe ith stores the customer information of the customer;
determining a customer type according to the following formula;
wherein D represents the comparison result;
acquiring client information in an information storage unit according to the type of the client; when the client type belongs to a new client, the client information is an empty set; when the client type belongs to an old client, calling a historical communication information record associated with the client from the information storage unit to form client information of the client; wherein the customer information of the old customer is determined according to the following formula:
Q＝{wmj|(kj-h)2*(kj-h)≥3*kj*h2-3*kj 2*h}
wherein Q represents customer information, kjA value parameter representing the j-th information of the storage client, where the value ranges from 0 to 1, wmjJ represents the j-th piece of storage information of the client in the information storage unit, and h represents a preset parameter, wherein the value is 0.75.
In the technical scheme, when a client is analyzed according to a client telephone calling signal to obtain client information of the client, firstly, an information storage unit is used for accurately inquiring, a telephone number for sending the telephone calling signal is compared with a client contact person telephone stored in a database, whether a receptionist with a communication connection record exists in the telephone number for sending the telephone calling signal is inquired, if the receptionist with the communication connection record exists, the receptionist belongs to an old client, otherwise, the receptionist belongs to a new client, namely, the type of the client for sending the telephone calling signal is analyzed; then, acquiring customer information in an information storage unit according to the type of the customer; wherein, when the client type belongs to a new client, the client information is an empty set; when the client type belongs to an old client, the client information is to call the historical communication information associated with the client in the information storage unit. Through the technical scheme, the customer information is respectively acquired according to whether the customer type is a new customer or an old customer, so that the receptionist can receive the customer information of the customer before the receptionist is in communication connection with the customer through the mobile terminal device, the customer is preliminarily known, and when the receptionist is in communication with the old customer, communication can be conducted in a targeted mode according to the customer information of the old customer, and therefore communication efficiency is improved.
In an embodiment provided by the present invention, the mobile end device is provided with a plurality of mobile end devices, and each mobile end device is independent of each other.
Among the above-mentioned technical scheme, there are a plurality ofly in the mobile terminal equipment, with every mobile terminal equipment independent setting moreover, each other is crisscross, avoids appearing the communication connection in disorder for the customer can be accurate with the receptionist through mobile terminal equipment establishment communication connection.
In an embodiment of the present invention, when the transmitting the client information of the client and the communication connection instruction of the mobile end device to the mobile end device includes:
determining a transmission time interval between the client information of the client and the communication connection instruction of the mobile terminal equipment;
respectively determining client information of the client and a communication connection instruction transmission time point of the mobile terminal equipment according to the transmission time interval;
and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment according to the determined transmission time point.
In the above technical solution, in the process of transmitting the client information of the client and the communication connection instruction of the mobile terminal device to the mobile terminal device, first, a transmission time interval between the client information of the client and the communication connection instruction of the mobile terminal device is determined; then, respectively determining the client information of the client and the communication connection instruction transmission time point of the mobile terminal equipment according to the transmission time interval; and finally, transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment according to the determined transmission time point. By the technical scheme, the receptionist can obtain the client information before the mobile terminal equipment establishes communication connection with the client, so that the phenomena of unsmooth communication and no key communication are avoided when the mobile terminal equipment is in communication connection with the client, and the communication efficiency is improved.
It will be apparent to those skilled in the art that various changes and modifications may be made in the present invention without departing from the spirit and scope of the invention. Thus, if such modifications and variations of the present invention fall within the scope of the claims of the present invention and their equivalents, the present invention is also intended to include such modifications and variations.
Claims (10)
1. A mobile-side call center management system, comprising: the system comprises a telephone call-in module, a central management control module and a mobile terminal equipment module;
the telephone incoming call module is used for receiving a customer telephone call signal;
the central management control module is used for transmitting customer information to the mobile terminal equipment module through customer information management according to the customer telephone calling signal and connecting the mobile terminal equipment module by adopting CTI telephone middleware;
and the mobile terminal equipment module is used for displaying a client view according to the client information and responding to a telephone call of the client to realize communication with the client.
2. The system according to claim 1, wherein the central management control module comprises: the system comprises a client information management unit, a communication connection management unit and an information transmission interaction unit;
the customer information management unit is used for analyzing the customer according to the customer telephone calling signal to obtain the customer information of the customer;
the communication connection management unit is used for realizing the connection of the mobile terminal equipment in the mobile terminal equipment module through a Netty communication framework and a combined API;
and the information transmission interaction unit is used for realizing communication between the client information management unit and the communication connection management unit and the mobile terminal equipment module through socket.
3. The mobile-side call center management system according to claim 2, wherein the customer information management unit includes an information storage unit, a customer analysis unit, and an information retrieval unit;
the information storage unit is used for storing historical personal information of the client;
the customer analysis unit is used for analyzing the customer type of the customer;
and the information calling unit is used for acquiring the client information in the information storage unit according to the client type.
4. The system according to claim 1, wherein the mobile-side equipment module comprises a plurality of mobile-side equipments, and each mobile-side equipment is independent of each other.
5. The system according to claim 2, wherein the central management control module further comprises a timing adjustment unit;
and the time sequence adjusting unit is used for coordinating the time sequence and the interval for transmitting the customer information to the mobile terminal equipment module and connecting the mobile terminal equipment module.
6. A method for managing a mobile terminal call center is characterized by comprising the following steps:
step one, receiving a customer telephone call signal;
step two, obtaining the customer information of a customer sending a telephone call signal and a communication connection instruction of mobile terminal equipment, and transmitting the customer information and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment;
and step three, the mobile terminal equipment presents a client view according to the client information of the client and responds to the communication connection instruction to realize communication with the client.
7. The method for managing a mobile-side call center according to claim 6, wherein the second step: the process of obtaining the client information of the client sending the telephone call signal and the communication connection instruction of the mobile terminal device and transmitting the client information of the client and the communication connection instruction of the mobile terminal device to the mobile terminal device comprises the following steps:
analyzing a customer according to a customer telephone calling signal to obtain customer information of the customer;
obtaining a communication connection instruction of the mobile terminal equipment by adopting CTI telephone middleware and a Netty communication framework;
and establishing communication connection through a socket.io communication mechanism, and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment.
8. The method as claimed in claim 7, wherein the analyzing the customer to obtain the customer information of the customer according to the customer telephone call signal comprises the steps of:
analyzing the type of the client sending the telephone call signal; the method comprises the steps that accurate query is carried out through an information storage unit, the telephone number for sending the telephone calling signal is compared with the telephone number of a client contact person stored in a database, whether a receptionist with a communication connection record exists in the telephone number for sending the telephone calling signal is queried, if the receptionist with the communication connection record exists, the old client belongs to, and if the receptionist with the communication connection record does not exist, the new client belongs to; wherein, the telephone number of the sending telephone calling signal is compared with the telephone of the customer contact person stored in the database, and the comparison is carried out according to the following formula:
Ti＝change(a)-change(extrct(Wi))
wherein, TiRepresenting the comparison value of the ith storage client, a representing the telephone number of the sending telephone call signal, change representing the value format conversion, extrct representing the contact telephone extraction, WiThe ith storageCustomer information of the customer;
determining a customer type according to the following formula;
wherein D represents the comparison result;
acquiring client information in an information storage unit according to the type of the client; when the client type belongs to a new client, the client information is an empty set; when the client type belongs to an old client, calling a historical communication information record associated with the client from the information storage unit to form client information of the client; wherein the customer information of the old customer is determined according to the following formula:
Q＝{wmj|(kj-h)2*(kj-h)≥3*kj*h2-3*kj 2*h}
wherein Q represents customer information, kjA value parameter, w, representing the j-th information of the storage clientmjJ-th piece of storage information indicating a client in the information storage unit, and h indicates a preset parameter.
9. The method according to claim 6, wherein a plurality of mobile end devices are provided, and each mobile end device is independent of each other.
10. The method according to claim 7, wherein the transmitting the client information of the client and the communication connection command of the mobile terminal device to the mobile terminal device comprises:
determining a transmission time interval between the client information of the client and the communication connection instruction of the mobile terminal equipment;
respectively determining client information of the client and a communication connection instruction transmission time point of the mobile terminal equipment according to the transmission time interval;
and transmitting the client information of the client and the communication connection instruction of the mobile terminal equipment to the mobile terminal equipment according to the determined transmission time point.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202110164103.1A CN112968997A (en) | 2021-02-05 | 2021-02-05 | Mobile terminal call center management system and method |
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