CN112995400B - Call data processing method and related product - Google Patents
Call data processing method and related product Download PDFInfo
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- CN112995400B CN112995400B CN201911303599.5A CN201911303599A CN112995400B CN 112995400 B CN112995400 B CN 112995400B CN 201911303599 A CN201911303599 A CN 201911303599A CN 112995400 B CN112995400 B CN 112995400B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/64—Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
- H04M1/65—Recording arrangements for recording a message from the calling party
- H04M1/656—Recording arrangements for recording a message from the calling party for recording conversations
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M1/00—Substation equipment, e.g. for use by subscribers
- H04M1/64—Automatic arrangements for answering calls; Automatic arrangements for recording messages for absent subscribers; Arrangements for recording conversations
- H04M1/65—Recording arrangements for recording a message from the calling party
- H04M1/658—Means for redirecting recorded messages to other extensions or equipment
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M7/00—Arrangements for interconnection between switching centres
- H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer
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Abstract
The application discloses a call data processing method and a related product. The call data processing method comprises the following steps: after a first terminal carries out voice call with a second terminal by using a first application program, obtaining call record data corresponding to the voice call by using the first application program, wherein the call record data comprises call recording data corresponding to the voice call and call record information corresponding to the call recording data; then, creating an uploading task in a task queue by using the first application program according to the call record data, wherein the task queue task comprises one or more uploading tasks; and uploading the call recording data in one or more uploading tasks to the first server by using the first application program, and sending the call recording information corresponding to the storage address and the call recording data to the second server. Therefore, the process of call recording and record uploading can be finished without special equipment. Moreover, manual operation uploading is not needed, and labor cost is reduced.
Description
Technical Field
The present application relates to the field of network telephony, and in particular, to a method for processing telephony data and a related product.
Background
In the related art, when the customer service makes a voice call with a client, call recording is often required and the recording is uploaded to a unified management platform so as to record the customer service process, so that the customer service quality inspection is facilitated, and the service quality can be ensured. However, in general, in order to record a call and upload a recording, a customized dedicated device is required to complete the recording and uploading process. This results in high equipment costs, and customer service equipment also requires training, which also increases human resource costs.
Disclosure of Invention
The embodiment of the application provides a call data processing method and a related product.
In a first aspect, an embodiment of the present application provides a method for processing call data, including:
after a first terminal carries out voice call with a second terminal by using a first application program, the first terminal acquires call record data corresponding to the voice call by using the first application program, wherein the call record data comprises call record data corresponding to the voice call and call record information corresponding to the call record data;
the first terminal creates an uploading task in a task queue according to the call record data by using the first application program, wherein the task queue task comprises one or more uploading tasks;
The first terminal uploads the call recording data in the one or more uploading tasks to a first server by using the first application program, and sends the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to a second server.
In some embodiments, the obtaining, by the first terminal, call record data corresponding to the voice call by using the first application includes:
when the first terminal acquires a voice call by using the first application program, first voice data collected by the first terminal and second voice data received by the first terminal and sent by the second terminal;
the first terminal synthesizes the first voice data and the second voice data according to a time sequence by using the first application program to obtain the call recording data;
the first terminal acquires call record information corresponding to the call recording data by using the first application program according to the time of the voice call, first call object information and second call object information, wherein the first call object information comprises first terminal information of the first terminal or first user information of the first terminal, and the second call object information comprises second terminal information of the second terminal or second user information of the second terminal.
In some embodiments, the uploading, by the first terminal, the call record data in the one or more uploading tasks to the first server by using the first application program, and the sending, to the second server, the storage address of each call record data in the first server and the call record information corresponding to the call record data includes:
the first terminal sequentially uploads each uploading task according to the sequence of voice communication by using the first application program;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server;
receiving a storage address of the call recording data sent by the first server;
and uploading the storage address and the call record information corresponding to the call recording data to a second server.
In some embodiments, before the first terminal uploads the call record data in the upload task to the first server, the uploading step further includes:
confirming the storage address of the call recording data without the uploading task;
the receiving the storage address of the call recording data sent by the first server includes:
And receiving and storing the storage address of the call recording data sent by the first server.
In some embodiments, the uploading the call record data in the uploading task to the first server includes:
when the format of the call recording data in the uploading task meets the uploading requirement, uploading the call recording data to a first server;
and when the format of the call recording data in the uploading task does not meet the uploading requirement, converting the call recording data in the uploading task into the format meeting the uploading requirement, and uploading the call recording data after the format conversion to the first server.
In some embodiments, the step of the first terminal sequentially uploading each upload task according to the sequence of the voice communication by using the first application program includes:
the first terminal extracts an uploading task with the earliest conversation time from the task queue by using the first application program, and executes the uploading step on the uploading task with the earliest conversation time;
when the uploading step is completed, the first terminal deletes the uploading task with the earliest conversation time from the task queue by using the first application program, extracts the uploading task with the earliest next conversation time from the task queue, and executes the uploading step on the uploading task with the earliest next conversation time until no uploading task exists in the task queue;
When the time length for executing the uploading step exceeds a time length threshold value, the first terminal stops executing the uploading step on the uploading task with the earliest conversation time by using the first application program, acquires the uploading task with the earliest next conversation time from the task queue, and executes the uploading step on the uploading task with the earliest next conversation time.
In some embodiments, the uploading, by the first terminal, the call record data in the one or more uploading tasks to the first server by using the first application program, and the sending, to the second server, the storage address of each call record data in the first server and the call record information corresponding to the call record data includes:
the first terminal parallelly executes an uploading step on a plurality of uploading tasks in the task queue;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server;
receiving a storage address of the call recording data sent by the first server;
and uploading the storage address and the call record information corresponding to the call recording data to a second server.
In a second aspect, an embodiment of the present application provides a first terminal, including:
the data acquisition module is used for acquiring call record data corresponding to voice call by using a first application program after the voice call is carried out with a second terminal by using the first application program, wherein the call record data comprises call record data corresponding to the voice call and call record information corresponding to the call record data;
the task creating module is used for creating an uploading task in a task queue according to the call record data by using the first application program, wherein the task queue task comprises one or more uploading tasks;
and the task processing module is used for uploading the call recording data in the one or more uploading tasks to a first server by using the first application program, and sending the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to a second server.
In a third aspect, the present application also provides a first terminal comprising a processor, a memory, and one or more programs stored in the memory and configured to be executed by the processor, the programs comprising instructions for performing the steps of the method of any of the above embodiments.
In a fourth aspect, the present application further provides a computer-readable storage medium storing a computer program for call data processing, wherein the computer program causes a computer to execute the method according to any of the above embodiments.
In the technical scheme of the embodiment of the application, when the first terminal uses the first application program to communicate with the second terminal, the first application program is used to obtain the communication record data corresponding to the voice communication. After the voice call between the first terminal and the second terminal is finished, a first application program is used for creating uploading tasks in a task queue according to call record data, then call record data in one or more uploading tasks are uploaded to a first server, and the storage address of each call record data in the first server and call record information corresponding to the call record data are sent to a second server. Therefore, the first terminal can automatically upload the call recording data of the voice call to the first server and upload the storage address and the call recording information to the second server by using the first application program after the voice call is carried out by using the first application program, and the processes of call recording and recording uploading can be finished without special equipment. Moreover, the first application program is automatically uploaded, so that manual operation is not needed for uploading, and the labor cost is reduced.
Drawings
In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present application, and for those skilled in the art, other drawings can be obtained according to the drawings without creative efforts.
FIG. 1 is a diagram of a network architecture according to an embodiment of the present application;
fig. 2 is a schematic diagram of a hardware structure of a terminal according to an embodiment of the present application;
fig. 3 is a software architecture diagram of a terminal according to an embodiment of the present application;
fig. 4A is a schematic flowchart of a call data processing method according to an embodiment of the present application;
fig. 4B is another schematic flow chart of a call data processing method according to an embodiment of the present application;
fig. 4C is a schematic flowchart of a call data processing method according to an embodiment of the present application;
fig. 5 is a schematic view of an application scenario of a call data processing method according to an embodiment of the present application;
fig. 6 is a schematic view of another application scenario of the call data processing method according to the embodiment of the present application;
fig. 7 is a schematic view of another application scenario of the call data processing method according to the embodiment of the present application;
Fig. 8 is a block diagram of a first terminal according to an embodiment of the present disclosure.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are some, not all, embodiments of the present invention. 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 invention.
Referring to fig. 1, fig. 1 is a diagram of a network architecture of the present application, and the network architecture 1000 includes a first terminal 100, a second terminal 200, a first server 300 and a second server 400. The first terminal 100 and the second terminal 200, the first terminal and the first server 300, and the first terminal 100 and the second server 400 may communicate with each other by wired or wireless communication. Specifically, the first terminal 100 and the second terminal 200 can perform a voice call by means of VoIP by using the first application program.
Referring to fig. 2, fig. 2 is a schematic diagram of a hardware structure of the first terminal 100 according to an embodiment of the present disclosure. The first terminal 100 comprises a processor 101, a memory 102, a communication interface 103, and one or more programs stored in the memory 102 and configured to be executed by the processor 101, the programs comprising instructions for steps of a processing method in any of the following embodiments. The terminal 100 may be, for example, but not limited to, a mobile phone, a smart band, a tablet computer, a notebook computer, etc. Memory 102 includes Random Access Memory (RAM), and disk storage. The communication interface 103 may optionally include a standard wired interface, a wireless interface (e.g., WI-FI interface).
The operating system of the terminal includes, but is not limited to Android, Windows, Linux. The layered architecture divides the software into several layers, each layer having a clear role and division of labor. The layers communicate with each other through a software interface. As shown in fig. 3, fig. 3 is a software structure block diagram of a terminal according to an embodiment of the present invention, and in some embodiments, an Android system is taken as an example, and the Android system is divided into four layers, which are an application layer, an application framework layer, an Android runtime (Android runtime) and system library from top to bottom, and a kernel layer. The Android Runtime includes a core library and an Android virtual machine (DALVIK). The Android runtime is responsible for scheduling and managing an Android system. The application layer comprises one or more application programs, and the one or more application programs comprise a first application program. The first terminal can use the first application program to carry out voice call with the second terminal based on VoIP (Voice over IP).
Referring to fig. 4A, fig. 4A is a schematic flow chart illustrating a call data processing method according to an embodiment of the present application. The call data processing method may include, but is not limited to, the following steps:
s401, the first terminal establishes a voice call with the second terminal by using the first application program.
Specifically, the first terminal may be a customer service terminal, and the second terminal may be a user terminal. The first terminal and the second terminal can utilize the first application program to carry out voice communication based on the VoIP technology.
Please refer to fig. 4B, in which the process of establishing the voice call between the first terminal and the second terminal by using the first application program specifically includes the following steps S4011 to S4018.
S4011, the second terminal sends a voice call request to the customer service server by using the first application program; and the customer service server is used for scheduling customer service personnel.
As shown in fig. 5, the interface 500 shown in fig. 5 is an interface in the first application, and the user can click the control 501 in the interface 500 to send a voice call request.
Fig. 6 shows that the interface 600 shown in fig. 6 is another interface in the first application, and the user can click the control 601 in the interface 600 to send a voice call request.
It should be noted that the manner in which the user makes the voice call request is not limited to the example of fig. 5 or fig. 6, and the example of fig. 5 and fig. 6 is only for explanation and does not limit the present application.
S4012, the customer service server distributes customer service personnel for the user of the second terminal according to the voice call request, and sends the information of the customer service personnel to the second terminal.
The information of the customer service staff comprises identity information of the customer service staff and terminal identification information of a first terminal corresponding to the customer service staff.
S4013, after the user of the second terminal confirms the customer service staff, the second terminal sends a voice call request for voice call with the first terminal to the signaling server by using the first application program.
The voice call request includes terminal identification information of the first terminal. The signaling server is used for scheduling and forwarding the signaling in the process of establishing the voice call between the first terminal and the second terminal.
After the information of the customer service staff is sent to the second terminal, the second terminal displays the information of the customer service staff by using the first application program. And the user of the second terminal confirms the customer service staff according to the information of the developer. The user of the second terminal can initiate a voice call request to the first terminal corresponding to the customer service staff by clicking a call entrance in the interface of the first application program.
S4014, the signaling server sends the voice call request to the data server.
S4015, the signaling server sends a voice call request to the first terminal.
S4016, the data server allocates an IP access address for the voice call, generates a room ID (roomid), and sends the IP access address and the room ID to the second terminal.
Specifically, the data server may first send the IP access address and the room ID to the signaling server, and then the signaling server sends the IP access address and the room ID to the second terminal.
S4017, the first terminal receives the voice call request by using the first application program and sends a receiving request message to the second terminal.
Specifically, the first application program may first send the acceptance request message to the signaling server, and then the signaling server sends the acceptance request message to the second terminal. The first application program sends an acceptance request message to the signaling server, which includes the IP address and the room ID of the data server.
S4018, the second terminal establishes a data channel with the first terminal through the IP access address and the room ID, and transmits voice data based on the data channel by using the first application program.
Therefore, the user of the first terminal and the user of the second terminal can realize voice call through the first application program. After the first terminal and the second terminal perform the voice call, an interface of the first application program of the first terminal is shown in fig. 7.
S402, after the first terminal and the second terminal are used for voice call, the first application program obtains call record data corresponding to the voice call.
The call record data comprises call record data corresponding to the voice call and call record information corresponding to the call record data.
The call recording data is obtained according to first voice data collected by the first terminal and second voice data sent to the first terminal by the second terminal. The first voice data may be voice data collected by a receiver of the first terminal. The second voice data may be voice data collected by a receiver of the second terminal.
Specifically, when the first terminal acquires a voice call, first voice data collected by the first terminal and second voice data received by the first terminal and sent by the second terminal are acquired by the first terminal through the first application program. And then, synthesizing the first voice data and the second voice data according to a time sequence by utilizing the first application program to obtain the call recording data.
It can be understood that when the first terminal utilizes the first application program to perform the voice call with the second terminal, the first application program records the voice call process to obtain the first voice data and the second voice data. After the conversation is finished, after the first voice data and the second voice data are subjected to filtering and denoising processing, the first voice data and the second voice data are subjected to sound mixing by using a sound mixing engine, and conversation recording data are obtained.
Specifically, in the process of voice communication, according to the communication segments, the first voice data and the second voice data are filtered and denoised for each communication segment, and the first voice data and the second voice data are mixed in a linear mixing manner to generate mixed sound intermediate results corresponding to a plurality of communication segments. After the conversation is finished, the multiple mixed sound intermediate results are converted into a voice file in an MP3 format. The call segment may be determined according to a time length, for example, the call segment may be divided according to a set time length, and specifically, one call segment may be set every 5 seconds. It is understood that the call record data includes a plurality of mixed intermediate results. The MP3 format is a format that meets the uploading requirement.
And the first terminal acquires the call record information corresponding to the call recording data by using the first application program according to the time of the voice call, the first call object information and the second call object information. The first call object information includes first terminal information of the first terminal or first user information of the first terminal, and the second call object information includes second terminal information of the second terminal or second user information of the second terminal. It is understood that the call log information includes, but is not limited to, call start time, call end time, call identifier, and subscriber information of two or more parties to the call. The call identification may be, for example, but not limited to, a roomid.
The number of call targets is not limited to 2, and the number of call targets may be 3, 4, or any other number. The call log information is obtained from the time of the voice call and call target information of each of the plurality of call targets.
S403, the first application program creates an uploading task in the task queue according to the call recording data, and the task queue task comprises one or more uploading tasks.
One service terminal may need to continuously make a voice call with a plurality of user terminals. The upload speed of the call record data may not keep up with the call speed. There is a high possibility that a plurality of call record data are to be uploaded. And then establishing a task queue, and completing the uploading of the call recording data and the uploading of the call recording information according to one or more uploading tasks in the task queue, so that the data to be uploaded can be recorded, and the data missing is avoided.
S404, the first application program uploads the call recording data in one or more uploading tasks to the first server, and sends the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to the second server.
Specifically, the first application program may sequentially upload the call recording data in the one or more uploading tasks to the first server according to the call time corresponding to the one or more uploading tasks, and send the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to the second server.
Referring to fig. 4C, in an embodiment, the step S404 may specifically include the following steps:
s4040, the first application program takes the uploading task with the earliest conversation time from the task queue as a target uploading task.
Specifically, the First application program creates an upload task in the task queue based on fifo (First Input First output) according to the talk time. Therefore, the uploading tasks in the task queue are arranged according to the sequence of the conversation time. In this way, in the task queue, the upload task with the earlier talk time is arranged at a position closer to the front, the upload task with the later talk time is arranged at a position closer to the rear, and the first application program can take the upload task arranged at the forefront out of the task queue as the target upload task.
S4041, the first application program detects whether a storage address corresponding to the call recording data of the target task exists in the first terminal, and if the storage address does not exist, S4042 is executed; if so, perform S4045.
Specifically, in the process of processing the target upload task by the first application program, the first application program specifically includes three subtasks, which are a first subtask, a second subtask, and a third subtask. The first sub-task is to convert the call recording data into a format meeting the uploading requirement, and the first sub-task can be implemented through step S4043. The second subtask is to upload the call recording data with the format meeting the uploading requirement to the first server, and the second subtask can be implemented through step S4044. The third subtask is to upload the storage address of the call record data in the first server and the call record information of the target upload task to the second server, and the third subtask can be implemented through step S4045.
It is to be appreciated that the processing of the target upload task is performed by the first application. If the application stops running, it may cause the processing of the target upload task to be interrupted. For example, it may be interrupted before a first subtask is completed, it may be interrupted after the first subtask is completed before a second subtask is completed, and it may be interrupted after the second subtask is completed before a third subtask is completed. If the interruption is performed before the first subtask is completed, the call recording data is not converted into a format meeting the uploading requirement. If the interruption is performed after the first subtask is completed and before the second subtask is completed, the call record data is converted into a format meeting the uploading requirement but is not uploaded to the first server. If the interruption is performed after the second subtask is completed and before the third subtask is completed, the call recording data is uploaded to the first server, but the storage address of the call recording data in the first server and the call recording information of the target uploading task are not uploaded to the second server.
If the storage address corresponding to the call recording data of the target task does not exist, the second subtask of the target upload task is confirmed to be not completed. Therefore, the second subtask can be prevented from being repeatedly processed when the processing process of the target uploading task is interrupted after the second subtask is completed and before the third subtask is completed.
S4042, when the storage address corresponding to the call recording data of the target task does not exist, the first application program judges whether the format of the call recording data of the target uploading task meets the uploading requirement or not, and if not, S4043 is executed; if yes, go to S4044.
Therefore, whether the first subtask is completed or not can be judged by judging whether the format of the call recording data of the target uploading task meets the uploading requirement or not. If the format of the call record data of the target upload task meets the upload requirement, it may be determined that the first subtask is completed, and step S4044 for implementing the second subtask may be executed. If the format of the call record data of the target upload task does not meet the upload requirement, step S4043 for implementing the first sub-task may be executed. Therefore, the processing process of the target uploading task can be prevented from being repeatedly processed when the processing process is interrupted after the first subtask is completed and before the second subtask is completed.
S4043, the first application program converts the call recording data into a format meeting the uploading requirement, and then step S4044 is executed.
The format complying with the upload requirement may be, for example, but not limited to, mp3 format. The first application program can convert the call recording data into a format meeting the uploading requirement through the format conversion engine.
S4044, the first application program uploads the call recording data with the format meeting the uploading requirement to the first server, and receives a storage address of the call recording data sent by the first server.
The first server is used for storing call recording data. The first server stores a plurality of call recording data. Therefore, when the customer service manager needs to check the customer service quality according to the call records, the call record data uploaded by the customer service terminals corresponding to the customer services can be extracted from the first server, the call record data do not need to be acquired from each customer service terminal, and the customer service manager can conveniently check the customer service quality according to the call records.
After the first server stores the call recording data, the storage address used for storing the call recording data is sent to the first terminal. The storage address may be transmitted in the form of a file or may be transmitted in a linked travel. After the memory address is received in the first, the memory address may be saved. Thus, when the processing procedure of the target upload task is interrupted before the third sub-task is completed, the target upload task may be continuously processed by performing step S4045 according to the storage address.
S4045, the first terminal uploads the storage address and the call record information of the target uploading task to the second server by means of the first application program.
And after the first application program acquires the storage address sent by the first server, uploading the storage address and the call record information to the second server. The second server stores the storage address of the call recording data of a plurality of times of voice calls and the corresponding call recording information. Therefore, when the customer service manager needs to check the customer service quality according to the call record, the storage address of the call record data can be obtained from the second server according to the call record information, then the call record data uploaded by the customer service terminals corresponding to the customer services can be extracted from the first server, the call record data do not need to be obtained from each customer service terminal, and the customer service manager can conveniently check the customer service quality according to the call record.
Preferably, the second server may store the call record information including the user information of the same customer service and the corresponding storage address in a centralized manner according to the user information of the two or more parties in the call record. Thus, the call record information and the corresponding storage address in the second memory are stored in a classified manner according to the user information of the customer service. Therefore, when the customer service manager needs to check the customer service quality according to the call record, the storage address of all call record information and call record data of one customer service can be found according to the user information of the customer service, and the customer service manager can conveniently check the customer service quality of one or more specified customer services.
S4046, the first application program judges whether the storage address and the call record information are uploaded successfully.
S4047, when the uploading is successful, the first application program removes the target uploading task from the task list, and then step S4040 is executed until no uploading task exists in the task queue.
Therefore, the completed uploading task in the task list is removed in time, and the waste of resources of the first terminal, the first server and the second server caused by repeated processing of the uploading task can be avoided.
S4048, when the time interval between the target upload task and the start of executing S4041 exceeds the time threshold, the first application program stops processing the target upload task, returns the target upload task to the task queue, and then executes step S4040.
Therefore, if the time for processing the target uploading task by the first application program is long, the target uploading task is not completed all the time, the processing of the target uploading task is stopped, and the situation that the follow-up steps cannot be executed due to the fact that a fault card is in a certain step can be avoided.
The target upload task is returned to the task queue, and then step S4040 is executed, the upload task is regarded as the target upload task again, and the task is reprocessed through steps S4041 to S4048. Preferably, when the number of times that the same upload task returns to the task queue exceeds the execution number threshold, the upload task is taken out from the task queue to the failure task queue. Therefore, the phenomenon that the subsequent uploading task cannot be completed due to repeated processing of the same uploading task which cannot be completed is avoided. The user can process the uploading task in the fault task queue by combining with manual operation. The execution number threshold may be, for example, but not limited to, 3 times.
It is understood that the above steps S4041 to S4048 are uploading steps. The first application program takes each uploading task in the task list as a target uploading task in sequence, executes an uploading step aiming at the target uploading task, and realizes uploading of call recording data in the uploading tasks in the task queue to the first server and sending of call recording information corresponding to the call recording data and a storage address of each call recording data in the first server to the second server.
Because the uploading task in the application is realized by the first terminal running the first application program, the serial processing mode of sequentially processing each uploading task can effectively reduce the computing resources occupied by the first application program.
In another alternative embodiment, the first application may simultaneously use multiple upload tasks in the task processing queue as target upload tasks, and perform steps S4041-S4048 on each target upload task. It should be noted that, the first application program may use a part of the plurality of upload tasks in the task queue as target upload tasks, or may use all upload tasks in the task queue as target upload tasks. For example, there are 8 upload tasks in the task queue, and the first application program may simultaneously use 3 of the upload tasks as target upload tasks, or may use all 8 upload tasks as target upload tasks. Therefore, a plurality of uploading tasks are processed simultaneously, and the processing progress of the uploading tasks can be accelerated.
According to the technical scheme, after the first terminal is in communication with the second terminal through the first application program, the first application program is used for obtaining call record data corresponding to voice calls, uploading tasks are established in a task queue according to the call record data, then call record data in one or more uploading tasks are uploaded to the first server, and the storage address of each call record data in the first server and call record information corresponding to the call record data are sent to the second server. Therefore, the first terminal can automatically upload the call recording data of the voice call to the first server and upload the storage address and the call recording information to the second server by using the first application program after the voice call is carried out by using the first application program, so that the processes of call recording and record uploading can be realized without special equipment. Moreover, the first application program is automatically uploaded, so that manual operation is not needed for uploading, and the labor cost is reduced.
It can be seen that, with the call data processing method according to the embodiment of the present application, any terminal capable of connecting to a network and running the first application program can perform voice call, call recording, and record uploading. Therefore, the dependence degree of the voice call, the call recording and the recording process on hardware is low, and special equipment does not need to be equipped. The system not only can reduce the equipment cost, but also enables the working scene of customer service personnel to be more flexible, and improves the working efficiency of the customer service personnel.
Further, in some embodiments, the first terminal may automatically perform steps S4040-S4048 when the first application is started, so that the first application always processes the uploading task in the task queue when running, and the uploading task can be processed more timely.
Referring to fig. 8, fig. 8 is a block diagram of a first terminal 800 according to an embodiment of the present disclosure. The first terminal 800 includes:
a data obtaining module 801, configured to, after performing a voice call with a second terminal by using a first application, obtain, by using the first application, call record data corresponding to the voice call, where the call record data includes call record data corresponding to the voice call and call record information corresponding to the call record data;
a task creating module 802, configured to create an upload task in a task queue according to the call record data by using the first application program, where the task queue task includes one or more upload tasks;
the task processing module 803 is configured to upload the call recording data in the one or more upload tasks to a first server by using the first application program, and send a storage address of each call recording data in the first server and call recording information corresponding to the call recording data to a second server.
In the technical scheme of the embodiment of the application, when the first terminal uses the first application program to communicate with the second terminal, the first application program is used to obtain the communication record data corresponding to the voice communication. After the voice call between the first terminal and the second terminal is finished, a first application program is used for creating uploading tasks in a task queue according to call record data, then call record data in one or more uploading tasks are uploaded to a first server, and the storage address of each call record data in the first server and call record information corresponding to the call record data are sent to a second server. Therefore, the first terminal can automatically upload the call recording data of the voice call to the first server and upload the storage address and the call recording information to the second server by using the first application program after the voice call is carried out by using the first application program, and the processes of call recording and recording uploading can be finished without special equipment. Moreover, the first application program is automatically uploaded, so that manual operation is not needed for uploading, and the labor cost is reduced.
In some embodiments, in the first terminal, the data obtaining module 801 is specifically configured to, at the party that obtains the call record data corresponding to the voice call by using the first application program:
When the first application program is used for obtaining voice calls, first voice data collected by the first terminal and second voice data received by the first terminal and sent by the second terminal are obtained;
synthesizing the first voice data and the second voice data according to a time sequence by using the first application program to obtain the call recording data;
and acquiring call record information corresponding to the call recording data by using the first application program according to the time of the voice call, first call object information and second call object information, wherein the first call object information comprises first terminal information of the first terminal or first user information of the first terminal, and the second call object information comprises second terminal information of the second terminal or second user information of the second terminal.
In some embodiments, the task processing module 803 is specifically configured to:
the first terminal sequentially uploads each uploading task according to the sequence of voice communication by using the first application program;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server;
Receiving a storage address of the call recording data sent by the first server;
and uploading the storage address and the call record information corresponding to the call recording data to a second server.
In some embodiments, before the first terminal uploads the call record data in the upload task to the first server, the uploading step further includes:
confirming the storage address of the call recording data without the uploading task;
the receiving the storage address of the call recording data sent by the first server includes:
and receiving and storing the storage address of the call recording data sent by the first server.
In some embodiments, in uploading the call record data in the uploading task to the first server, the task processing module 803 is specifically configured to:
when the format of the call recording data in the uploading task meets the uploading requirement, uploading the call recording data to a first server;
and when the format of the call recording data in the uploading task does not meet the uploading requirement, converting the call recording data in the uploading task into the format meeting the uploading requirement, and uploading the call recording data after the format conversion to the first server.
In some embodiments, in the first terminal, the first application program is used to sequentially execute an uploader on each upload task according to the sequence of voice communication, and the task processing module 803 is specifically configured to:
extracting an uploading task with the earliest conversation time from the task queue by using the first application program, and executing the uploading step on the uploading task with the earliest conversation time;
when the uploading step is finished, deleting the uploading task with the earliest conversation time from the task queue by using the first application program, extracting the uploading task with the earliest conversation time from the task queue, and executing the uploading step on the uploading task with the earliest conversation time until no uploading task exists in the task queue;
and when the time length for executing the uploading step exceeds a time length threshold value, stopping executing the uploading step on the uploading task with the earliest conversation time by using the first application program, acquiring the uploading task with the earliest next conversation time from the task queue, and executing the uploading step on the uploading task with the earliest next conversation time.
In some embodiments, the task processing module 803 is specifically configured to:
the method comprises the steps of uploading a plurality of uploading tasks in a task queue in parallel;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server;
receiving a storage address of the call recording data sent by the first server;
and uploading the storage address and the call record information corresponding to the call recording data to a second server.
It should be noted that supplementary descriptions and technical effects of the steps of the call data processing method in the foregoing embodiments are also applicable to the first terminal in the foregoing embodiments, and are not described herein again to avoid redundancy.
The present application further provides a computer-readable storage medium, in which a call data processing program is stored, and when the call data processing program is executed by a processor, the steps of the call data processing method in any of the above embodiments are implemented.
The method for implementing the call data processing program when executed and the corresponding technical effects may refer to various embodiments of the call data processing method of the present application, and are not described herein again.
In the above embodiments, the implementation may be wholly or partially realized by software, hardware, firmware, or any combination thereof. When implemented in software, may be implemented in whole or in part in the form of a computer program product. The computer program product includes one or more computer instructions. When loaded and executed on a computer, cause the processes or functions described in accordance with the embodiments of the application to occur, in whole or in part. The computer may be a general purpose computer, a special purpose computer, a network of computers, or other programmable device. The computer instructions may be stored in a computer readable storage medium or transmitted from one computer readable storage medium to another, for example, the computer instructions may be transmitted from one website, computer, server, or data center to another website, computer, server, or data center by wire (e.g., coaxial cable, fiber optic, digital subscriber line) or wirelessly (e.g., infrared, wireless, microwave, etc.). The computer-readable storage medium can be any available medium that can be accessed by a computer or a data storage device, such as a server, a data center, etc., that incorporates one or more of the available media. The usable medium may be a magnetic medium (e.g., floppy disk, hard disk, magnetic tape), an optical medium (e.g., compact disk), or a semiconductor medium (e.g., solid state disk), among others. In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
In the embodiments provided in the present application, it should be understood that the disclosed apparatus may be implemented in other manners. For example, the above-described embodiments of the apparatus are merely illustrative, and for example, the division of the units is merely a logical division, and the actual implementation may have another division, for example, a plurality of units or components may be combined or integrated into another system, or some features may be omitted or not executed. In addition, the indirect coupling or direct coupling or communication connection between each other shown or discussed may be through some interfaces, indirect coupling or communication connection of devices or units, and may be electrical or in other forms.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present application may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit may be implemented in the form of hardware, or may also be implemented in the form of a software functional unit.
The integrated unit, if implemented in the form of a software functional unit and sold or used as a stand-alone product, may be stored in a computer readable storage medium. Based on such understanding, the technical solution of the present application may be substantially implemented or contributed to by the prior art, or all or part of the technical solution may be embodied in a software product, which is stored in a storage medium and includes instructions for causing a computer device (which may be a personal computer, a server, or a network device) to execute all or part of the steps of the method according to the embodiments of the present application. And the aforementioned storage medium may include, for example: various media capable of storing program codes, such as a usb disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk, or an optical disk.
It is understood that any product controlled or configured to perform the call data processing method described in the present application, such as the first terminal described above, also belongs to the category of the related products described in the present application.
Claims (7)
1. A call data processing method is characterized by comprising the following steps:
After a first terminal carries out voice call with a second terminal by using a first application program, the first terminal acquires call record data corresponding to the voice call by using the first application program, wherein the call record data comprises call record data corresponding to the voice call and call record information corresponding to the call record data; the second terminal is a terminal for sending a voice call request, the first terminal is a terminal for receiving the voice call request, the number of the second terminals is at least two, the number of the first terminals is 1, and the call recording data is obtained by filtering and denoising first voice data and second voice data by the first application program of the first terminal and then synthesizing according to a time sequence; the first voice data is acquired by the first terminal, and the second voice data is acquired by the second terminal; the first terminal is a customer service terminal; the second terminal is a user terminal;
the first terminal creates an uploading task in a task queue according to the call record data by using the first application program, wherein the task queue task comprises one or more uploading tasks;
The first terminal uploads the call recording data in the one or more uploading tasks to a first server by using the first application program, and sends the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to a second server, and the method comprises the following steps:
the first terminal sequentially uploads each uploading task according to the sequence of voice communication by using the first application program;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server; the uploading the call recording data in the uploading task to the first server includes: when the format of the call recording data in the uploading task meets the uploading requirement, uploading the call recording data to a first server; when the format of the call recording data in the uploading task does not meet the uploading requirement, converting the call recording data in the uploading task into the format meeting the uploading requirement, and uploading the call recording data after the format conversion to a first server;
receiving a storage address of the call recording data sent by the first server;
Uploading the call record information corresponding to the storage address and the call record data to a second server;
when the first application program in the first terminal stops running in the process of executing the uploading step and the first application program resumes running, determining whether the first terminal comprises a storage address of the call recording data of the uploading task; if the first terminal does not contain the storage address of the call recording data of the uploading task, the uploading step is executed again; and if the storage address of the call recording data including the uploading task in the first terminal is determined, the step of uploading the storage address and the call recording information corresponding to the call recording data to a second server is executed.
2. The call data processing method according to claim 1, wherein the acquiring, by the first terminal, the call record data corresponding to the voice call by using the first application program comprises:
when the first terminal acquires a voice call by using the first application program, first voice data collected by the first terminal and second voice data received by the first terminal and sent by the second terminal;
The first terminal synthesizes the first voice data and the second voice data according to a time sequence by using the first application program to obtain the call recording data;
the first terminal acquires call record information corresponding to the call recording data by using the first application program according to the time of the voice call, first call object information and second call object information, wherein the first call object information comprises first terminal information of the first terminal or first user information of the first terminal, and the second call object information comprises second terminal information of the second terminal or second user information of the second terminal.
3. The call data processing method according to claim 1, wherein the first terminal sequentially performing the uploading step on each uploading task according to the sequence of the voice call by using the first application program comprises:
the first terminal extracts an uploading task with the earliest talk time from the task queue by using the first application program, and executes the uploading step on the uploading task with the earliest talk time;
when the uploading step is completed, the first terminal deletes the uploading task with the earliest conversation time from the task queue by using the first application program, extracts the uploading task with the earliest next conversation time from the task queue, and executes the uploading step on the uploading task with the earliest next conversation time until no uploading task exists in the task queue;
When the time length for executing the uploading step exceeds a time length threshold value, the first terminal stops executing the uploading step on the uploading task with the earliest conversation time by using the first application program, acquires the uploading task with the earliest next conversation time from the task queue, and executes the uploading step on the uploading task with the earliest next conversation time.
4. The method as claimed in claim 1, wherein the uploading the call record data in the one or more uploading tasks to a first server by the first terminal using the first application program, and sending each call record data to a second server at a storage address of the first server and the call record information corresponding to the call record data comprises:
the first terminal parallelly executes an uploading step on a plurality of uploading tasks in the task queue;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server;
receiving a storage address of the call recording data sent by the first server;
and uploading the storage address and the call record information corresponding to the call recording data to a second server.
5. A first terminal, comprising:
the data acquisition module is used for acquiring call record data corresponding to voice call by using a first application program after the voice call is carried out with a second terminal by using the first application program, wherein the call record data comprises call record data corresponding to the voice call and call record information corresponding to the call record data; the second terminal is a terminal for sending a voice call request, the first terminal is a terminal for receiving the voice call request, the number of the second terminals is at least two, the number of the first terminals is 1, and the call recording data is obtained by filtering and denoising first voice data and second voice data by the first application program of the first terminal and then synthesizing according to a time sequence; the first voice data is acquired by the first terminal, and the second voice data is acquired by the second terminal; the first terminal is a customer service terminal; the second terminal is a user terminal;
the task creating module is used for creating an uploading task in a task queue according to the call record data by using the first application program, wherein the task queue task comprises one or more uploading tasks;
The task processing module is used for uploading the call recording data in the one or more uploading tasks to a first server by using the first application program, and sending the storage address of each call recording data in the first server and the call recording information corresponding to the call recording data to a second server, and comprises: the first terminal sequentially uploads each uploading task according to the sequence of voice communication by using the first application program;
the uploading step comprises:
uploading the call recording data in the uploading task to a first server; the uploading the call recording data in the uploading task to the first server includes: when the format of the call recording data in the uploading task meets the uploading requirement, uploading the call recording data to a first server; when the format of the call recording data in the uploading task does not meet the uploading requirement, converting the call recording data in the uploading task into the format meeting the uploading requirement, and uploading the call recording data after the format conversion to a first server;
receiving a storage address of the call recording data sent by the first server;
Uploading the call record information corresponding to the storage address and the call record data to a second server;
when the first application program in the first terminal stops running in the process of executing the uploading step and the first application program resumes running, determining whether the first terminal comprises a storage address of the call recording data of the uploading task; if the first terminal is determined not to contain the storage address of the call recording data of the uploading task, the uploading step is executed again; and if the storage address of the call recording data including the uploading task in the first terminal is determined, the step of uploading the storage address and the call recording information corresponding to the call recording data to a second server is executed.
6. A first terminal, comprising a processor, memory, and one or more programs stored in the memory and configured to be executed by the processor, the programs including instructions for performing the steps in the method of any of claims 1-4.
7. A computer-readable storage medium storing a computer program for processing an application program, wherein the computer program causes a computer to execute the call data processing method according to any one of claims 1 to 4.
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| CN104158988A (en) * | 2014-08-08 | 2014-11-19 | 上海高洁信息科技股份有限公司 | Electronic commerce system customer service telephone recording method |
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| CN103957309A (en) * | 2014-05-07 | 2014-07-30 | 北京纽曼腾飞科技有限公司 | Network recording system |
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