CN113329131A - IVR flow control method, system, equipment and storage medium - Google Patents
IVR flow control method, system, equipment and storage medium Download PDFInfo
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- CN113329131A CN113329131A CN202110599631.XA CN202110599631A CN113329131A CN 113329131 A CN113329131 A CN 113329131A CN 202110599631 A CN202110599631 A CN 202110599631A CN 113329131 A CN113329131 A CN 113329131A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
- H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals
Abstract
The invention provides an IVR flow control method, a system, equipment and a storage medium, wherein the method comprises the following steps: receiving an incoming call request of a user; obtaining IVR flow configuration information, wherein the IVR flow configuration information comprises execution conditions of all IVR branch flows, nodes included in all IVR branch flows and execution logics of all nodes in all IVR branch flows; selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed; and sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed. The invention can select different IVR branch flows aiming at different incoming call requests based on the preconfigured IVR flow configuration information, meets the application requirements of different occasions, and can conveniently configure the IVR flow.
Description
Technical Field
The invention relates to the technical field of data processing, in particular to an IVR flow control method, system, equipment and storage medium.
Background
An Interactive Voice Response (IVR) service is a Voice service value-added service, and after a user accesses an IVR process control system through a telephone, the IVR process control system provides a corresponding IVR service process for the user. For example, after the user dials the designated phone number, the IVR flow control system provides a menu broadcasting flow to the user, and the user can enter an information query flow, an information modification flow, a manual service flow and the like through corresponding selection operations.
However, currently, an IVR flow control system in the hotel industry provides a fixed IVR service flow, for example, after different users access the IVR flow control system, the users all enter the same menu broadcasting flow. Often, a user needs to operate for many times or listen to a voice broadcast for a long time to be able to enter a specific flow required by the user, which causes that the time for the user to access the IVR flow control system is too long, and more system resources are occupied.
Disclosure of Invention
In view of the problems in the prior art, an object of the present invention is to provide an IVR flow control method, system, device and storage medium, which can select different IVR branch flows for different incoming requests based on pre-configured IVR flow configuration information, meet application requirements of different occasions, and conveniently configure an IVR flow.
The embodiment of the invention provides an IVR flow control method, which comprises the following steps:
receiving an incoming call request of a user;
obtaining IVR flow configuration information, wherein the IVR flow configuration information comprises execution conditions of all IVR branch flows, nodes included in all IVR branch flows and execution logics of all nodes in all IVR branch flows;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed;
and sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed.
In some embodiments, the execution condition of each IVR branch flow comprises an execution period of each IVR branch flow;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed, and comprising the following steps of:
determining an incoming call time of the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the incoming call time of the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
In some embodiments, the execution condition of each IVR branch flow includes a user category corresponding to each IVR branch flow;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed, and comprising the following steps of:
determining a user category for sending the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the user category for sending the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
In some embodiments, the execution logic of each node in each IVR branch flow includes the execution sequence and the skip condition of each node in each IVR branch flow;
sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed, and the method comprises the following steps:
selecting a node with the first execution sequence from the IVR branch flow to be executed, and executing an IVR instruction of the node with the first execution sequence;
and when the fact that the skipping condition of other nodes is met in the current IVR branch flow is detected, skipping and executing the IVR instruction of the node with the skipping condition.
In some embodiments, the IVR flow control method further comprises the steps of:
receiving an IVR flow configuration request;
acquiring current IVR flow configuration information;
generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow;
and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information.
The embodiment of the invention also provides an IVR flow control system, which is used for realizing the IVR flow control method, and the system comprises:
the incoming call request receiving module is used for receiving an incoming call request of a user; and
the IVR flow execution module is used for executing a corresponding IVR branch flow when receiving a call-in request of a user; the IVR flow execution module comprises:
a configuration information obtaining unit, configured to obtain IVR flow configuration information when receiving a call request from a user, where the IVR flow configuration information includes an execution condition of each IVR branch flow, a node included in each IVR branch flow, and each of the IVR branch flows
Execution logic of the individual nodes;
an IVR flow selection unit, configured to select, according to the IVR flow configuration information and the incoming call request, an IVR branch flow meeting an execution condition as an IVR branch to be executed
Carrying out a process; and
and the IVR instruction execution unit is used for sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed.
In some embodiments, the system further includes an IVR flow configuration module, configured to obtain current IVR flow configuration information when receiving an IVR flow configuration request; generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow; and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information.
In some embodiments, the system further comprises a configuration information caching module for caching the IVR process configuration information; the configuration information acquisition unit acquires the IVR process configuration information from the configuration information cache module.
In some embodiments, the system further includes a flow data collection module, configured to collect data of a preset data type when the IVR flow execution module executes the corresponding IVR branch flow.
An embodiment of the present invention further provides an IVR process control device, including:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the IVR flow control method via execution of the executable instructions.
The embodiment of the invention also provides a computer readable storage medium for storing a program, and the program realizes the steps of the IVR flow control method when being executed by a processor.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the disclosure.
The IVR flow control method, the system, the equipment and the storage medium have the following beneficial effects:
when receiving the incoming call request of the user, the invention can automatically acquire the pre-configured IVR flow configuration information, select different IVR branch flows aiming at different incoming call requests based on the pre-configured IVR flow configuration information, and then execute the IVR instruction of the corresponding IVR branch flow, thereby meeting the application requirements of different occasions and conveniently configuring the IVR flow. Each IVR branch flow is configured in a node mode, nodes in different IVR branch flows can be multiplexed, and when the IVR branch flows are configured, only the type and the execution logic of the nodes included in the IVR branches need to be configured, and independent IVR execution instructions do not need to be configured for each IVR branch flow.
Drawings
Other features, objects and advantages of the present invention will become more apparent upon reading of the following detailed description of non-limiting embodiments thereof, with reference to the accompanying drawings.
FIG. 1 is a flow chart of an IVR flow control method according to an embodiment of the invention;
FIG. 2 is a flow diagram of an IVR flow configuration according to an embodiment of the invention;
FIG. 3 is a schematic diagram of an IVR configuration page of an embodiment of the invention;
FIG. 4 is a schematic structural diagram of an IVR process control system according to an embodiment of the present invention;
FIG. 5 is a schematic structural diagram of an IVR flow control device according to an embodiment of the present invention;
fig. 6 is a schematic structural diagram of a computer-readable storage medium according to an embodiment of the present invention.
Detailed Description
Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many different forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.
Furthermore, the drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus their repetitive description will be omitted. Some of the block diagrams shown in the figures are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
The flow charts shown in the drawings are merely illustrative and do not necessarily include all of the steps. For example, some steps may be decomposed, and some steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
As shown in fig. 1, an embodiment of the present invention provides an IVR flow control method, including the following steps:
s100: receiving an incoming call request of a user;
specifically, a number for calling in a telephone traffic system establishes an IVR call connection with the telephone traffic system;
s200: obtaining IVR flow configuration information, wherein the IVR flow configuration information comprises execution conditions of all IVR branch flows, nodes included in all IVR branch flows and execution logics of all nodes in all IVR branch flows;
s300: selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed;
s400: and sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed.
By adopting the steps S100 and S200, the IVR flow control method of the present invention can automatically obtain the pre-configured IVR flow configuration information when receiving the incoming call request of the user, select different IVR branch flows for different incoming call requests based on the pre-configured IVR flow configuration information through the step S300, and then execute the IVR instruction of the corresponding IVR branch flow through the step S400, thereby satisfying the application requirements of different occasions and conveniently configuring the IVR flow. Each IVR branch flow is configured in a node mode, nodes in different IVR branch flows can be multiplexed, and when the IVR branch flows are configured, only the type and the execution logic of the nodes included in the IVR branches need to be configured, and independent IVR execution instructions do not need to be configured for each IVR branch flow.
In one implementation of this embodiment, the execution condition of each IVR branch flow includes an execution period of each IVR branch flow. For example, the execution period of one IVR branch flow is set to 0 point to 23:59:59 on weekends, and the execution period of the other IVR branch flow is set to 0 point to 23:59:59 on weekdays.
In the step S300, selecting an IVR branch flow meeting the execution condition as an IVR branch flow to be executed according to the IVR flow configuration information and the incoming call request, including the following steps:
determining an incoming call time of the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the incoming call time of the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
For example, if the incoming time of the incoming request is 8 am on saturday, the IVR branch flow corresponding to the time may be selected. For example, when the execution period of one IVR branch flow is set to be 0 o ' clock to 23:59:59 on weekend and the execution period of the other IVR branch flow is set to be 0 o ' clock to 23:59:59 on weekday, the IVR branch flow whose execution period is 0 o ' clock to 23:59:59 on weekend is selected.
In another implementation manner of this embodiment, the execution condition of each IVR branch flow includes a user category corresponding to each IVR branch flow. For example, the users may be classified by age group, resulting in a plurality of age group categories, or for example, by source of the user, resulting in hotel users, travel agency users, etc., or for example, by consumption habits of the user, etc. Specifically, the classification of the user may be based on historical data of the user when making an IVR call before, add a classification tag to the user, and associate the classification tag of the user with information such as an ip address and a telephone number of the user. In another embodiment, the classification of the user may also be based on the user's previous operation history data on other platforms (such as hotel service system, online travel agency system, etc.) and the input user information, and the classification label is added to the user.
In this embodiment, the step S300: selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed, and comprising the following steps of:
determining a user category for sending the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the user category for sending the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
In this embodiment, the execution logic of each node in each IVR branch flow includes the execution order and the jump condition of each node in each IVR branch flow. Specifically, for example, an IVR branch flow includes a first node, a second node, and a third node, where a node with the execution sequence of the first node is the first node, the first node is executed first, if a user key 1 is detected, a jump condition of the second node is satisfied, the second node is executed by jumping, and if a user key 2 is detected, a jump condition of the third node is satisfied, and the second node is executed by jumping.
The step S400: sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed, and the method comprises the following steps:
selecting a node with the first execution sequence from the IVR branch flow to be executed, and executing an IVR instruction of the node with the first execution sequence;
and when the fact that the skipping condition of other nodes is met in the current IVR branch flow is detected, skipping and executing the IVR instruction of the node with the skipping condition.
The IVR command of each node may include, but is not limited to, voice broadcast, key collection, skill set transfer, agent transfer, external line number transfer, internal line extension transfer, third party service transfer, previous level return, rotor process, and the like. Each node may include one or more IVR instructions. The same node can be multiplexed among different IVR branch flows, and the same IVR instruction can also be multiplexed by different nodes, so that the code amount of the IVR flow can be greatly reduced, and the configuration and the modification are convenient.
As shown in fig. 2, in this embodiment, the IVR flow control method further includes a step of configuring an IVR flow, and specifically includes the following steps:
s510: receiving an IVR flow configuration request; the IVR flow configuration request is initiated by a worker, the worker can initiate the request on a work terminal of the worker or directly initiate the request on a server of an IVR flow control system;
s520: acquiring current IVR flow configuration information;
s530: generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow;
s540: and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information.
As shown in fig. 3, a schematic diagram of an IVR configuration page is shown. Including two IVR branch flows. The first IVR branch flow is executed with a time period from 6, 7,0 o' clock to 23:59:59 week, and the second IVR branch flow is executed with a time period remaining in the first IVR branch flow. The first node of the first IVR branch flow is a father node, the included IVR instruction comprises key collection and voice broadcast, and if the key 1 is detected, the next node is jumped to: and (5) converting the skill set. The first node of the second IVR branch flow is a father node, and after the node is executed, the node is directly jumped to the next node: the seat is rotated. Therefore, the IVR flow shown in fig. 3 realizes that different IVR flows are executed in different time periods, and the use requirements in different time periods are met. In addition, in the IVR configuration page in fig. 3, each node may be edited, and each IVR branch flow may further add nodes and adjust the node sequence, thereby implementing flexible configuration of the IVR flow.
As shown in fig. 4, an embodiment of the present invention further provides an IVR flow control system, configured to implement the IVR flow control method, where the system includes:
an incoming call request receiving module M100 for receiving an incoming call request of a user; and
an IVR flow executing module M200, configured to execute a corresponding IVR branch flow when receiving an incoming call request of a user; the IVR flow execution module comprises:
a configuration information obtaining unit M210, configured to obtain IVR flow configuration information when receiving an incoming call request from a user, where the IVR flow configuration information includes an execution condition of each IVR branch flow, a node included in each IVR branch flow, and each IVR branch flow
Execution logic of each node in the process;
an IVR flow selecting unit M220, configured to select, according to the IVR flow configuration information and the incoming call request, an IVR branch flow that meets an execution condition as an IVR branch flow to be executed; and
and the IVR instruction execution unit M230 is configured to sequentially execute IVR instructions corresponding to each node according to the execution logic of each node in the to-be-executed IVR branch flow.
By adopting the incoming call request receiving module M100 and the configuration information acquiring unit M210, the IVR flow control system of the present invention can automatically acquire pre-configured IVR flow configuration information when receiving an incoming call request from a user, select different IVR branch flows for different incoming call requests based on the pre-configured IVR flow configuration information through the IVR flow selecting unit M220, and execute IVR instructions of the corresponding IVR branch flows through the IVR instruction executing unit M230, thereby satisfying application requirements of different occasions and conveniently configuring IVR flows. Each IVR branch flow is configured in a node mode, nodes in different IVR branch flows can be multiplexed, and when the IVR branch flows are configured, only the type and the execution logic of the nodes included in the IVR branches need to be configured, and independent IVR execution instructions do not need to be configured for each IVR branch flow.
In the IVR flow control system of the present invention, the functions of each module may be implemented by using the specific implementation manner of the IVR flow control method described above, which is not described herein again.
In this embodiment, the IVR flow control system further includes an IVR flow configuration module, configured to obtain current IVR flow configuration information when receiving an IVR flow configuration request; generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow; and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information. The IVR configuration page may be, for example, as shown in fig. 3, thereby enabling IVR branch flows and flexible configuration of individual nodes.
In this embodiment, the IVR process control system further includes a configuration information caching module, configured to cache the IVR process configuration information; the configuration information obtaining unit M210 obtains the IVR process configuration information from the configuration information caching module, thereby facilitating provision of a high concurrent access service. And after updating the IVR flow configuration information, the IVR flow configuration module caches the latest IVR flow configuration information in the configuration information caching module.
In this embodiment, the IVR process control system further includes an Esl module, configured to interact with an underlying freeswitch service, and be responsible for sending IVR instructions.
In this embodiment, the IVR flow control system further includes a flow data collection module, configured to collect data of a preset data type when the IVR flow execution module executes the corresponding IVR branch flow, so as to facilitate later data mining and data analysis. The preset data types may include, for example, user information data, user operation data, user voice data, user evaluation data, and the like.
The embodiment of the invention also provides IVR flow control equipment, which comprises a processor; a memory having stored therein executable instructions of the processor; wherein the processor is configured to perform the steps of the IVR flow control method via execution of the executable instructions.
Therefore, the IVR flow control system can fully utilize various software and hardware resources to form a whole modularized, visual, easily-deployed and highly-available IVR flow control system, can greatly improve the brand effect of enterprises in the hotel industry or other service industries, and enhances the user experience.
As will be appreciated by one skilled in the art, aspects of the present invention may be embodied as a system, method or program product. Thus, various aspects of the invention may be embodied in the form of: an entirely hardware embodiment, an entirely software embodiment (including firmware, microcode, etc.) or an embodiment combining hardware and software aspects that may all generally be referred to herein as a "circuit," module "or" platform.
An electronic device 600 according to this embodiment of the invention is described below with reference to fig. 5. The electronic device 600 shown in fig. 5 is only an example and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 5, the electronic device 600 is embodied in the form of a general purpose computing device. The components of the electronic device 600 may include, but are not limited to: at least one processing unit 610, at least one storage unit 620, a bus 630 that connects the various system components (including the storage unit 620 and the processing unit 610), a display unit 640, and the like.
Wherein the storage unit stores program code executable by the processing unit 610 to cause the processing unit 610 to perform steps according to various exemplary embodiments of the present invention described in the IVR flow control method section above in this specification. For example, the processing unit 610 may perform the steps as shown in fig. 1.
The storage unit 620 may include readable media in the form of volatile memory units, such as a random access memory unit (RAM)6201 and/or a cache memory unit 6202, and may further include a read-only memory unit (ROM) 6203.
The memory unit 620 may also include a program/utility 6204 having a set (at least one) of program modules 6205, such program modules 6205 including, but not limited to: an operating system, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 600 may also communicate with one or more external devices 700 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 600, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 600 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 650. Also, the electronic device 600 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network such as the Internet) via the network adapter 660. The network adapter 660 may communicate with other modules of the electronic device 600 via the bus 630. It should be appreciated that although not shown in the figures, other hardware and/or software modules may be used in conjunction with the electronic device 600, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID systems, tape drives, and data backup storage systems, among others.
In the IVR flow control apparatus, the program in the memory implements the steps of the IVR flow control method when executed by the processor, and therefore, the apparatus can also obtain the technical effects of the IVR flow control method.
The embodiment of the invention also provides a computer readable storage medium for storing a program, and the program realizes the steps of the IVR flow control method when being executed by a processor. In some possible embodiments, the various aspects of the invention may also be implemented in the form of a program product comprising program code for causing a terminal device to perform the steps according to various exemplary embodiments of the invention described in the IVR flow control method section above of this specification when the program product is executed on the terminal device.
Referring to fig. 6, a program product 800 for implementing the above method according to an embodiment of the present invention is described, which may employ a portable compact disc read only memory (CD-ROM) and include program code, and may be executed on a terminal device, such as a personal computer. However, the program product of the present invention is not limited in this regard and, in the present document, a readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The program product may employ any combination of one or more readable media. The readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
The computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
The program stored in the computer storage medium implements the steps of the IVR flow control method when executed by the processor, and therefore the computer storage medium can also achieve the technical effects of the IVR flow control method.
The foregoing is a more detailed description of the invention in connection with specific preferred embodiments and it is not intended that the invention be limited to these specific details. For those skilled in the art to which the invention pertains, several simple deductions or substitutions can be made without departing from the spirit of the invention, and all shall be considered as belonging to the protection scope of the invention.
Claims (11)
1. An IVR flow control method is characterized by comprising the following steps:
receiving an incoming call request of a user;
obtaining IVR flow configuration information, wherein the IVR flow configuration information comprises execution conditions of all IVR branch flows, nodes included in all IVR branch flows and execution logics of all nodes in all IVR branch flows;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed;
and sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed.
2. The IVR flow control method according to claim 1, wherein the execution condition of each IVR branch flow includes an execution period of each IVR branch flow;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed, and comprising the following steps of:
determining an incoming call time of the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the incoming call time of the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
3. An IVR flow control method according to claim 1, wherein the execution condition of each IVR branch flow includes a user category corresponding to each IVR branch flow;
selecting an IVR branch flow meeting execution conditions according to the IVR flow configuration information and the incoming call request as an IVR branch flow to be executed, and comprising the following steps of:
determining a user category for sending the incoming call request;
and selecting an IVR branch flow with an execution condition corresponding to the user category for sending the incoming call request according to the IVR flow configuration information as an IVR branch flow to be executed.
4. An IVR flow control method according to claim 1, wherein the execution logic of each node in each IVR branch flow includes the execution sequence and the skip condition of each node in each IVR branch flow;
sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed, and the method comprises the following steps:
selecting a node with the first execution sequence from the IVR branch flow to be executed, and executing an IVR instruction of the node with the first execution sequence;
and when the fact that the skipping condition of other nodes is met in the current IVR branch flow is detected, skipping and executing the IVR instruction of the node with the skipping condition.
5. An IVR flow control method according to claim 1, further comprising the steps of:
receiving an IVR flow configuration request;
acquiring current IVR flow configuration information;
generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow;
and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information.
6. An IVR flow control system for implementing the IVR flow control method according to any one of claims 1 to 5, the system comprising:
the incoming call request receiving module is used for receiving an incoming call request of a user; and
the IVR flow execution module is used for executing a corresponding IVR branch flow when receiving a call-in request of a user; the IVR flow execution module comprises:
the configuration information acquisition unit is used for acquiring IVR flow configuration information when receiving a call request of a user, wherein the IVR flow configuration information comprises execution conditions of all IVR branch flows, nodes included in all IVR branch flows and execution logics of all nodes in all IVR branch flows;
an IVR flow selecting unit, configured to select, according to the IVR flow configuration information and the incoming call request, an IVR branch flow that meets an execution condition as an IVR branch flow to be executed; and
and the IVR instruction execution unit is used for sequentially executing IVR instructions corresponding to the nodes according to the execution logic of the nodes in the IVR branch flow to be executed.
7. The IVR process control system of claim 6, wherein the system further comprises an IVR process configuration module for obtaining current IVR process configuration information upon receiving an IVR process configuration request; generating an IVR configuration page according to the current IVR flow configuration information, wherein the IVR configuration page comprises configuration areas of all IVR branch flows, and the configuration area of each IVR branch flow comprises a node tree of the IVR branch flow; and receiving the editing information in the IVR configuration page, and updating the IVR process configuration information according to the editing information.
8. The IVR process control system of claim 6, further comprising a configuration information caching module for caching the IVR process configuration information; the configuration information acquisition unit acquires the IVR process configuration information from the configuration information cache module.
9. The IVR flow control system of claim 6, further comprising a flow data collection module for collecting data of a preset data type when the IVR flow execution module executes a corresponding IVR branch flow.
10. An IVR flow control device, comprising:
a processor;
a memory having stored therein executable instructions of the processor;
wherein the processor is configured to perform the steps of the IVR flow control method of any of claims 1 to 5 via execution of the executable instructions.
11. A computer readable storage medium storing a program, wherein the program when executed by a processor implements the steps of the IVR flow control method of any of claims 1 to 5.
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