CN113037938B - IPTV video push method, system and storage medium in calling process - Google Patents
IPTV video push method, system and storage medium in calling process Download PDFInfo
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- CN113037938B CN113037938B CN201911250986.7A CN201911250986A CN113037938B CN 113037938 B CN113037938 B CN 113037938B CN 201911250986 A CN201911250986 A CN 201911250986A CN 113037938 B CN113037938 B CN 113037938B
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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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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/50—Network services
- H04L67/55—Push-based network services
Abstract
The present disclosure provides a method, a system and a storage medium for pushing an IPTV video in a calling process, wherein the method comprises the following steps: the customer service self-service system receives a video troubleshooting request sent by a terminal, and obtains a telephone number of the terminal; the customer service self-service system receives inquiry response information returned by the IPTV user management module, and judges whether the telephone number is bound with the IPTV service based on the inquiry response information; and if the telephone number is judged to be bound with the IPTV service, the customer service self-service system sends a troubleshooting on-demand application to the IPTV user management module, and the IPTV user management module carries out troubleshooting video playing processing. The method, the system and the storage medium can trigger IPTV video push in call connection, realize video push service of part common fault scenes of a customer service hot line by means of IPTV related functions, effectively solve customer problems and improve user perception. The value of IPTV products can be improved.
Description
Technical Field
The present invention relates to the field of communications technologies, and in particular, to a method, a system, and a storage medium for pushing an IPTV video in a call process.
Background
In telecommunications products, IPTV (television applications, mobile phone APPs, etc.) has become an indispensable part. When a user uses a product and a service fault occurs, the user often has an error reporting interface which is only a section of characters, even only error reporting codes, and the information quantity is limited, so that the user cannot understand and operate the product. At the moment, a user usually selects to dial a customer service hot line to find manual service, and the manual service usually requires seat staff to spend a long time for explanation, the user is guided to conduct investigation through voice, the efficiency is low, and only a work order can be generated at last and a field maintenance engineer is dispatched to go to the home to solve the problem. In addition, a large number of field maintenance engineers and customer managers at the basic level also need to learn and train for a large number of new industry telecommunication services. The reason for error codes in customer complaints is often unclear.
Disclosure of Invention
In view of the above, an object of the present invention is to provide a method, a system and a storage medium for pushing IPTV video during a call.
According to an aspect of the present disclosure, there is provided an IPTV video push method in a call process, including: a customer service self-service platform receives a call request initiated by a terminal and accesses the terminal into the customer self-service system; the customer service self-service system receives a video troubleshooting request sent by the terminal, acquires a telephone number corresponding to the terminal, and sends an IPTV binding query request to an IPTV user management module; wherein, the IPTV on-demand application carries the telephone number; the customer service self-service system receives inquiry response information returned by the IPTV user management module, and judges whether the telephone number is bound with the IPTV service based on the inquiry response information; and if the telephone number is judged to be bound with the IPTV service, the customer service self-service system sends a troubleshooting on-demand application to the IPTV user management module, and the IPTV user management module carries out troubleshooting video playing processing based on the troubleshooting on-demand application.
Optionally, the determining whether the phone number is bound to an IPTV service based on the query response message includes: the customer service self-service system judges whether the inquiry response message contains an IPTV account number bound with the telephone number; and if so, the customer service self-service system determines that the telephone number is bound with the IPTV service.
Optionally, if the customer service self-service system determines that the phone number is bound to an IPTV service, acquiring the IPTV account and contact information corresponding to the phone number from the query response message; the client self-service system carries out reminding information pushing processing based on the contact information and/or the IPTV account number, and is used for prompting a user to open equipment for receiving an IPTV video; wherein the reminding information comprises: short messages, voice calls, data messages.
Optionally, the sending, by the customer service self-service system, the troubleshooting request to the IPTV user management module includes: the customer service self-service system receives troubleshooting information sent by the terminal; wherein the troubleshooting information includes: error codes are coded; the client self-service system sends the troubleshooting on-demand application to the IPTV user management module; wherein, the information carried by the fault on-demand application comprises: the troubleshooting information and the IPTV account.
Optionally, the performing, by the IPTV user management module, a fault-removal video playing process based on the fault-removal on-demand application includes: the IPTV user management module judges whether the IPTV account is in a login state; if yes, the IPTV user management module controls an IPTV video server to play troubleshooting videos corresponding to the troubleshooting information to an IPTV terminal corresponding to the IPTV account.
Optionally, the controlling, by the IPTV user management module, the IPTV video server to play the troubleshooting video corresponding to the troubleshooting information to the IPTV terminal corresponding to the IPTV account includes: the IPTV user management module determines the troubleshooting video ID based on the fault on-demand application; the IPTV user management module sends the troubleshooting video ID and the IPTV account number to the IPTV video server; the IPTV video server acquires the troubleshooting video corresponding to the troubleshooting video ID and pushes the troubleshooting video to the IPTV terminal.
Optionally, if the IPTV user management module determines that the IPTV account is in a login state, the IPTV user management module controls the IPTV terminal to stop playing programs.
Optionally, the terminal sends the video troubleshooting request and the troubleshooting information to the customer self-service system through IVR interaction; the IPTV terminal comprises: television, PC, mobile phone.
According to another aspect of the present disclosure, there is provided an IPTV video push system in a call process, including: the system comprises a customer service self-service platform and an IPTV user management module; the customer service self-service platform is used for receiving a call request initiated by a terminal and accessing the terminal into the customer self-service system; receiving a video troubleshooting request sent by the terminal, acquiring a telephone number corresponding to the terminal, and sending an IPTV binding query request to an IPTV user management module; wherein, the IPTV on-demand application carries the telephone number; receiving inquiry response information returned by the IPTV user management module, and judging whether the telephone number is bound with the IPTV service based on the inquiry response information; if the phone number is judged to be bound with the IPTV service, sending a troubleshooting on-demand application to the IPTV user management module; and the IPTV user management module is used for carrying out troubleshooting video playing processing based on the troubleshooting on-demand application.
Optionally, the customer service self-service system is configured to determine whether the query response message includes an IPTV account bound to the phone number; if yes, determining that the telephone number is bound with the IPTV service.
Optionally, the customer service self-service system is configured to, if it is determined that the phone number is bound to an IPTV service, obtain the IPTV account and contact information corresponding to the phone number from the query response message; performing reminding information pushing processing based on the contact information and/or the IPTV account, and prompting a user to open equipment for receiving an IPTV video; wherein the reminding information comprises: short messages, voice calls, data messages.
Optionally, the customer service self-service system is configured to receive troubleshooting information sent by the terminal; wherein the troubleshooting information includes: error codes are coded; the client self-service system sends the troubleshooting on-demand application to the IPTV user management module; wherein, the information carried by the fault on-demand application comprises: the troubleshooting information and the IPTV account.
Optionally, the method further comprises: an IPTV video server; the IPTV user management module is used for judging whether the IPTV account is in a login state; and if so, controlling an IPTV video server to play a troubleshooting video corresponding to the troubleshooting information to an IPTV terminal corresponding to the IPTV account.
Optionally, the IPTV user management module is configured to determine the troubleshooting video ID based on the troubleshooting information; sending the troubleshooting video ID and the IPTV account to the IPTV video server; the IPTV video server is used for acquiring the troubleshooting video corresponding to the troubleshooting video ID and pushing the troubleshooting video to the IPTV terminal.
Optionally, the IPTV user management module is configured to control the IPTV terminal to stop playing the program if it is determined that the IPTV account is in the login state.
Optionally, the terminal sends the video troubleshooting request and the troubleshooting information to the customer self-service system through IVR interaction; the IPTV terminal comprises: television, PC, mobile phone.
According to another aspect of the present disclosure, a computer-readable storage medium is provided that stores computer instructions for execution by a processor to perform the method as above.
The IPTV video pushing method, the IPTV video pushing system and the storage medium in the calling process can trigger IPTV video pushing in call continuing, and aim at the problems that a fault voice guidance flow is complex, efficiency is low, workers face pain points that new services are difficult to learn and the like; video push service of part of common fault scenes of a customer service hot line is realized by means of IPTV related functions, so that the problem of customers is effectively solved, and user perception is improved; and the value of IPTV products can be improved, and the competitiveness of the fused products and the image of service brands are improved.
Drawings
In order to more clearly illustrate the embodiments of the present disclosure or the technical solutions in the prior art, the drawings used in the embodiments or the description of 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 disclosure, and for those skilled in the art, other drawings may be obtained according to the drawings without inventive labor.
Fig. 1 is a schematic flow chart diagram illustrating an embodiment of an IPTV video push method in a call process according to the present disclosure;
fig. 2 is a schematic flow chart illustrating the push of the reminder information in an embodiment of the IPTV video push method in the call process according to the present disclosure;
fig. 3 is a schematic flow chart of playing a troubleshooting video in an embodiment of an IPTV video pushing method in a calling process according to the present disclosure;
fig. 4 is a schematic flow chart illustrating playing of a troubleshooting video in another embodiment of an IPTV video pushing method in a calling process according to the present disclosure;
fig. 5 is a schematic signaling and information interaction diagram in an embodiment of an IPTV video pushing method in a calling process according to the present disclosure;
fig. 6 is a module schematic diagram of an embodiment of an IPTV video push system during a call according to the present disclosure.
Detailed Description
The present disclosure now will be described more fully hereinafter with reference to the accompanying drawings, in which exemplary embodiments of the disclosure are shown. The technical solutions in the embodiments of the present disclosure will be clearly and completely described below with reference to the drawings in the embodiments of the present disclosure, and it is obvious that the described embodiments are only a part of the embodiments of the present disclosure, and not all of the embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments disclosed herein without making any creative effort, shall fall within the protection scope of the present disclosure.
Fig. 1 is a schematic flowchart of an embodiment of an IPTV video pushing method in a calling process according to the present disclosure, as shown in fig. 1:
The customer self-service system can be a self-service system platform of an operator customer hotline, such as a self-service system of a 10000 service hotline. The terminal can be a mobile phone or a fixed phone, when a user uses a product, the user finds a fault, an error code is displayed on an interface, and the user uses equipment such as the fixed phone and the mobile phone to dial a service hotline, for example, dial a 10000 number and initiate a call request. The customer self-service system accesses the terminal and can provide IVR voice service for the terminal.
102, a customer service self-service system receives a video troubleshooting request sent by a terminal, acquires a telephone number corresponding to the terminal, and sends an IPTV binding query request to an IPTV user management module; the IPTV on-demand application carries a telephone number.
The customer service self-service system may obtain the telephone number corresponding to the terminal by using various existing methods, for example, obtaining the telephone number by analyzing a call request sent by the terminal, where the telephone number is a fixed telephone number or a mobile phone number. The customer service self-service system determines that the terminal sends a video troubleshooting request according to the service category interactively selected by the user through the IVR, triggers an on-demand application, and checks the IPTV account, the bound equipment category and the like to the IPTV user management module.
And 103, the customer service self-service system receives the inquiry response information returned by the IPTV user management module, and judges whether the telephone number is bound with the IPTV service based on the inquiry response information.
And step 104, if the telephone number is judged to be bound with the IPTV service, the customer service self-service system sends a troubleshooting on-demand application to the IPTV user management module, and the IPTV user management module carries out troubleshooting video playing processing based on the troubleshooting on-demand application. The method can push the VOD service and the information visualization service to the IPTV large screen. And if the customer service self-service system judges that the telephone number is not bound with the IPTV service, switching the user which cannot be bound with the IPTV product back to the original IVR flow to carry out self-service or manual service.
Various methods may be employed to determine whether the phone number is bound to the IPTV service based on the query response message. For example, the customer service self-service system determines whether the query response message includes an IPTV account bound to the phone number, and if so, the customer service self-service system determines that the phone number is bound to the IPTV service.
Fig. 2 is a schematic flow diagram of reminding information pushing in an embodiment of an IPTV video pushing method in a calling process according to the present disclosure, as shown in fig. 2:
The IPTV user management module feeds back the contact information and the IPTV account to the customer service self-service system through inquiring the response message, and the customer service self-service system pushes reminding information including short messages, voice calls, data (pop-up screen, automatic) and the like to the user according to the fed-back contact information and the IPTV account. The existing method can be adopted to push the reminding information to the user, and inform the user to open the equipment for receiving the IPTV video, wherein the equipment for receiving the IPTV video can be an IPTV television, a mobile phone APP and the like.
The customer service self-service system receives troubleshooting information sent by a terminal; wherein the troubleshooting information includes: and (7) an error code. The terminal can send troubleshooting information to the customer service self-service system through IVR interaction, wherein the troubleshooting information comprises an error code, and the error code can be 001 (system failure), 002 (account abnormality) and the like. The customer self-service system sends a fault-removing on-demand application to the IPTV user management module, and the information carried by the fault on-demand application comprises: troubleshooting information and an IPTV account number.
Fig. 3 is a schematic flow chart of playing a troubleshooting video in an embodiment of an IPTV video pushing method in a call process according to the disclosure, as shown in fig. 3:
in step 301, the IPTV user management module determines whether the IPTV account is in a login state. According to the prompt, the user manually or automatically starts the IPTV terminal and logs in by using the IPTV account, and the IPTV user management module can receive the online notification. The IPTV user management module judges whether an IPTV terminal uses an IPTV account to log in, wherein the IPTV terminal comprises a television, a PC, a mobile phone and the like.
If the IPTV user management module judges that the IPTV account is in a non-login state, the IPTV user management module sends notification information to the customer service self-service system, and the customer self-service system carries out reminding information pushing processing again based on the contact information and/or the IPTV account and is used for prompting a user to open equipment for receiving an IPTV video.
Fig. 4 is a schematic flow chart of playing a troubleshooting video in another embodiment of an IPTV video pushing method in a calling process according to the disclosure, as shown in fig. 4:
in step 401, if the IPTV user management module determines that the IPTV account is in the login state, the IPTV user management module controls the IPTV terminal to stop playing the program. The IPTV user management module may use various existing methods to control the IPTV terminal to stop playing programs, and clear the previous request.
In step 402, the iptv subscriber management module determines a troubleshooting video ID based on the trouble-shooting request.
In step 403, the IPTV user management module sends the troubleshooting video ID and the IPTV account to the IPTV video server.
For example, the IPTV subscriber management module obtains the error code in the faulty on-demand application as 001, and determines that the checked video ID corresponding to the error code 001 is 005. And the IPTV user management module sends the troubleshooting video ID (005) and the IPTV account to the IPTV video server.
And step 404, the IPTV video server acquires a troubleshooting video corresponding to the troubleshooting video ID and pushes the troubleshooting video to the IPTV terminal.
For example, the IPTV video server acquires a review video corresponding to the review video ID (005), and pushes the review video to the IPTV terminal corresponding to the IPTV account. The IPTV video server may push the troubleshooting video to the IPTV terminal using various existing methods.
As shown in fig. 5, the terminal sends a video troubleshooting request and troubleshooting information to the customer self-service system through IVR interaction, and the IPTV terminal includes: television, PC, mobile phone, etc. The IPTV user management module controls the IPTV video server to play the troubleshooting video corresponding to the troubleshooting information to the IPTV terminal corresponding to the IPTV account, and the user or related personnel can watch the troubleshooting video played by the IPTV terminal for learning or troubleshooting.
The IPTV video pushing method in the calling process can trigger IPTV video pushing in call connection, and aims at the problems that a fault voice guide process is complex, the efficiency is low, and a maintenance engineer and a customer manager are difficult to learn for emerging telecommunication services and the like; video push service of part of common fault scenes of a customer service hot line is realized by means of related functions of the IPTV, so that the problem of customers is effectively solved, and the perception of users is improved; the method has the advantages that the video for reporting error codes is automatically pushed, so that maintenance engineers and customer managers can be helped to effectively learn on site, and the maintenance experience and the maintenance skill can be improved at any time; the value of IPTV products can be improved, the IPTV not only can be used as an application platform for movie and television playing, shopping, games and the like, but also can be used as a visual service contact point for customer service hot line service, and the product competitiveness and service brand image are improved and fused.
In one embodiment, the present disclosure provides an IPTV video push system during a call, comprising: a customer service self-service platform 61, an IPTV user management module 62 and an IPTV video server 63. The customer service self-service platform 61 receives a call request initiated by the terminal, and accesses the terminal into the customer self-service system 61. The customer service self-service platform 61 receives a video troubleshooting request sent by a terminal, acquires a telephone number corresponding to the terminal, and sends an IPTV binding query request to the IPTV user management module 62, wherein the IPTV on-demand application carries the telephone number.
The customer service self-service platform 61 receives the query response message returned by the IPTV user management module 62, and determines whether the phone number is bound to the IPTV service based on the query response message. And if the customer service self-service platform 61 judges that the telephone number is bound with the IPTV service, sending a troubleshooting on-demand application to an IPTV user management module 62. The IPTV user management module 62 performs troubleshooting video playing processing based on the troubleshooting on-demand application.
In one embodiment, the service self-service system 61 determines whether the query response message includes an IPTV account number bound to a phone number, and if so, the service self-service platform 61 determines that the phone number is bound to an IPTV service. And if the customer service self-service system 61 determines that the telephone number is bound with the IPTV service, acquiring the IPTV account and contact information corresponding to the telephone number from the query response message. The customer service self-service system 61 performs a reminding information pushing process based on the contact information and/or the IPTV account number, so as to prompt the user to open a device for receiving an IPTV video, where the reminding information includes: short messages, voice calls, data messages, etc.
The customer service self-service system 61 receives troubleshooting information sent by the terminal, wherein the troubleshooting information comprises: and (4) error codes. The client self-service system 61 sends a trouble-shooting request application to the IPTV user management module; wherein, the information carried by the fault on-demand application comprises: troubleshooting information and an IPTV account. The IPTV user management module 62 determines whether the IPTV account is in a login state, and if so, the IPTV user management module 62 controls the IPTV video server 63 to play a troubleshooting video corresponding to the troubleshooting information to the IPTV terminal corresponding to the IPTV account.
In one embodiment, the IPTV user management module 62 controls the IPTV terminal to stop playing the program if it is determined that the IPTV account is in the login state. The IPTV user management module 62 determines a troubleshooting video ID based on the troubleshooting information, and sends the troubleshooting video ID and the IPTV account to the IPTV video server 63. The IPTV video server 63 acquires the troubleshooting video corresponding to the troubleshooting video ID, and pushes the troubleshooting video to the IPTV terminal.
In one embodiment, the present disclosure provides a computer-readable storage medium having stored thereon computer instructions for execution by a processor to perform a method as in any of the above embodiments.
The IPTV video push method, the IPTV video push system and the storage medium in the calling process provided in the embodiment can trigger the IPTV video push in the call connection, and aim at the problems that the fault voice guidance process is complex, the efficiency is low, and a maintenance engineer and a customer manager face the pain point that a new telecommunication service is difficult to learn and the like; video push service of part of common fault scenes of a customer service hot line is realized by means of IPTV related functions, so that the problem of customers is effectively solved, and user perception is improved; and the value of IPTV products can be improved, and the competitiveness of the fused products and the image of service brands are improved.
The present disclosure is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the disclosure. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
The above description is only exemplary of the present disclosure and is not intended to limit the present disclosure, which is to be construed in any way as imposing limitations thereon, such as the appended claims, and all changes and equivalents that fall within the true spirit and scope of the present disclosure.
Claims (15)
1. An IPTV video push method in a calling process comprises the following steps:
a customer service self-service system receives a call request initiated by a terminal, and the terminal is accessed into the customer service self-service system;
the customer service self-service system receives a video troubleshooting request sent by the terminal, acquires a telephone number corresponding to the terminal, and sends an IPTV binding query request to an IPTV user management module; the IPTV on-demand application carries the telephone number;
the customer service self-service system receives an inquiry response message returned by the IPTV user management module, and judges whether the telephone number is bound with the IPTV service based on the inquiry response message;
if the telephone number is judged to be bound with the IPTV service, the customer service self-service system sends a troubleshooting on-demand application to the IPTV user management module, and the IPTV user management module carries out troubleshooting video playing processing based on the troubleshooting on-demand application;
the customer service self-service system judges whether the inquiry response message contains an IPTV account number bound with the telephone number; if yes, the customer service self-service system determines that the telephone number is bound with the IPTV service;
if the customer service self-service system determines that the telephone number is bound with the IPTV service, acquiring the IPTV account and contact information corresponding to the telephone number from the query response message; the customer service self-service system carries out reminding information pushing processing based on the contact information and/or the IPTV account number, and is used for prompting a user to open equipment for receiving an IPTV video;
the customer service self-service system receives troubleshooting information sent by the terminal; wherein the troubleshooting information includes: an error code; and the customer service self-service system sends the troubleshooting on-demand application to the IPTV user management module.
2. The method of claim 1, wherein the reminder information comprises: short messages, voice calls, data messages.
3. The method of claim 2, wherein the information carried by the trouble shooting request application includes: the troubleshooting information and the IPTV account.
4. The method as claimed in claim 3, wherein the IPTV user management module performing troubleshooting video playing processing based on the troubleshooting on-demand request application comprises:
the IPTV user management module judges whether the IPTV account is in a login state;
if so, the IPTV user management module controls an IPTV video server to play a troubleshooting video corresponding to the troubleshooting information to an IPTV terminal corresponding to the IPTV account.
5. The method as claimed in claim 4, wherein the controlling of the IPTV video server by the IPTV user management module to play the troubleshooting video corresponding to the troubleshooting information to the IPTV terminal corresponding to the IPTV account comprises:
the IPTV user management module determines the troubleshooting video ID based on the troubleshooting on-demand application;
the IPTV user management module sends a troubleshooting video ID and the IPTV account to the IPTV video server;
and the IPTV video server acquires the troubleshooting video corresponding to the troubleshooting video ID and pushes the troubleshooting video to the IPTV terminal.
6. The method of claim 5, further comprising:
and if the IPTV user management module determines that the IPTV account is in a login state, the IPTV user management module controls the IPTV terminal to stop playing programs.
7. The method of claim 4, wherein,
the terminal sends the video troubleshooting request and the troubleshooting information to the customer service self-service system through IVR interaction;
the IPTV terminal comprises: television, PC, mobile phone.
8. An in-call IPTV video push system, comprising: the system comprises a customer service self-service system and an IPTV user management module;
the customer service self-service system is used for receiving a call request initiated by a terminal and accessing the terminal to the customer service self-service system; receiving a video troubleshooting request sent by the terminal, acquiring a telephone number corresponding to the terminal, and sending an IPTV binding query request to an IPTV user management module; wherein, the IPTV on-demand application carries the telephone number; receiving an inquiry response message returned by the IPTV user management module, and judging whether the telephone number is bound with the IPTV service based on the inquiry response message; if the phone number is judged to be bound with the IPTV service, sending a troubleshooting on-demand application to the IPTV user management module;
the IPTV user management module is used for carrying out fault-removing video playing processing based on the fault-removing on-demand application;
the customer service self-service system is used for judging whether the inquiry response message contains an IPTV account number bound with the telephone number; if yes, determining that the telephone number is bound with the IPTV service; if the telephone number is determined to be bound with the IPTV service, acquiring the IPTV account and contact information corresponding to the telephone number from the query response message; performing reminding information pushing processing based on the contact information and/or the IPTV account, and prompting a user to open equipment for receiving an IPTV video; receiving troubleshooting information sent by the terminal; wherein the troubleshooting information includes: error codes are coded; and sending the troubleshooting on-demand application to the IPTV user management module.
9. The system of claim 8, wherein the reminder information comprises: short messages, voice calls, data messages.
10. The system of claim 9, wherein,
the customer service self-service system is used for wherein, the information that the application of carrying is requested to the trouble removal includes: the troubleshooting information and the IPTV account.
11. The system of claim 10, further comprising: an IPTV video server;
the IPTV user management module is used for judging whether the IPTV account is in a login state; and if so, controlling an IPTV video server to play a troubleshooting video corresponding to the troubleshooting information to an IPTV terminal corresponding to the IPTV account.
12. The system of claim 11, wherein,
the IPTV user management module is used for determining a troubleshooting video ID based on the troubleshooting information; sending the troubleshooting video ID and the IPTV account number to the IPTV video server;
the IPTV video server is used for acquiring the troubleshooting video corresponding to the troubleshooting video ID and pushing the troubleshooting video to the IPTV terminal.
13. The system of claim 12, further comprising:
the IPTV user management module is configured to control the IPTV terminal to stop playing programs if it is determined that the IPTV account is in the login state.
14. The system of claim 11, wherein,
the terminal sends the video troubleshooting request and the troubleshooting information to the customer service self-service system through IVR interaction;
the IPTV terminal comprises: television, PC, mobile phone.
15. A computer-readable storage medium having stored thereon computer instructions for execution by a processor of the method of any one of claims 1 to 7.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201911250986.7A CN113037938B (en) | 2019-12-09 | 2019-12-09 | IPTV video push method, system and storage medium in calling process |
Applications Claiming Priority (1)
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| CN201911250986.7A CN113037938B (en) | 2019-12-09 | 2019-12-09 | IPTV video push method, system and storage medium in calling process |
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| CN102082702A (en) * | 2009-11-27 | 2011-06-01 | 华为技术有限公司 | Terminal alarm processing method, device and system thereof |
| CN106375854A (en) * | 2016-10-11 | 2017-02-01 | 北京赛特斯信息科技股份有限公司 | Autonomous error-reporting system for IPTV user terminal |
| CN108401164A (en) * | 2018-02-12 | 2018-08-14 | 中国联合网络通信集团有限公司 | Fault handling method and device |
| CN108833172A (en) * | 2018-06-21 | 2018-11-16 | 中国联合网络通信集团有限公司 | A kind of processing method, device and the network system of network failure alarm |
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| KR101658091B1 (en) * | 2014-04-11 | 2016-09-30 | 엘지전자 주식회사 | Remote maintenance server, total maintenance system including the remote maintenance server and method thereof |
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| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102082702A (en) * | 2009-11-27 | 2011-06-01 | 华为技术有限公司 | Terminal alarm processing method, device and system thereof |
| CN106375854A (en) * | 2016-10-11 | 2017-02-01 | 北京赛特斯信息科技股份有限公司 | Autonomous error-reporting system for IPTV user terminal |
| CN108401164A (en) * | 2018-02-12 | 2018-08-14 | 中国联合网络通信集团有限公司 | Fault handling method and device |
| CN108833172A (en) * | 2018-06-21 | 2018-11-16 | 中国联合网络通信集团有限公司 | A kind of processing method, device and the network system of network failure alarm |
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