CN113556432B

CN113556432B - Integration method, system, electronic device and storage medium of decentralized call center

Info

Publication number: CN113556432B
Application number: CN202110821851.2A
Authority: CN
Inventors: 仇国龙; 陈永录; 刘浩
Original assignee: Industrial and Commercial Bank of China Ltd ICBC
Current assignee: Industrial and Commercial Bank of China Ltd ICBC
Priority date: 2021-07-20
Filing date: 2021-07-20
Publication date: 2022-11-08
Anticipated expiration: 2041-07-20
Also published as: CN113556432A

Abstract

The utility model provides an integration method of a decentralized call center, which relates to the technical field of artificial intelligence and can be applied to the technical field of finance and technology or other fields, and the method comprises the following steps: receiving a call request of a client; redirecting the call request to convert the call request from an external network IP address to an internal network IP address, converting a transmission protocol of the call request into an SIP (session initiation protocol) protocol and converting the call request into an IP data packet with a preset format; identifying identity information of the client; and based on the converted intranet IP address and the SIP protocol, distributing the IP data packet route to a corresponding call center according to the identity information. The present disclosure also provides an integrated system, an electronic device, a computer-readable storage medium, and a computer program product of a decentralized call center.

Description

Integration method, system, electronic device and storage medium of decentralized call center

Technical Field

The disclosure relates to the technical field of artificial intelligence, can be applied to the field of financial technology or other fields, and particularly relates to an integration method, a system, electronic equipment and a storage medium of a decentralized call center.

Background

At present, call center systems meeting self business requirements are built in relevant organizations in the fields of banks, insurance, express delivery, ticket booking and the like, call handling business is rapidly provided for customers through special lines like 95XXX and 400XX or character customer service at APP and PC webpage ends, respective call centers are mutually independent, and the business difference is large. In some practical application scenarios, mutually independent call center systems need to provide services to the outside in a unified manner. However, there is no mature integration scheme in the related art to integrate the dispersed call centers so as to quickly realize resource integration and achieve the overall outward effect. Moreover, since the call center system is complex and the service difference of each service line is large, it is difficult to rebuild a new set of call system which can be compatible with the original branch office, and the manpower and capital consumption is huge.

BRIEF SUMMARY OF THE PRESENT DISCLOSURE

In view of the above, the present disclosure provides, in one aspect, an integration method for a decentralized call center, including: receiving a call request of a client; redirecting the call request to convert the call request from an external network IP address to an internal network IP address, converting a transmission protocol of the call request into an SIP (session initiation protocol) protocol and converting the call request into an IP data packet with a preset format; identifying identity information of the client; and based on the converted intranet IP address and the SIP protocol, distributing the IP data packet route to a corresponding call center according to the identity information.

According to the embodiment of the present disclosure, the converting the call request into the IP data packet with the preset format includes: converting the call request in the text format into a TCP/UDP message for transmission; and converting the call request in the media stream format into RTP format transmission.

According to an embodiment of the present disclosure, the identification information for identifying the client includes: the identity information of the customer is identified by querying a local database for stored identity information or querying a historical call record or querying a call center interface on-line.

According to the embodiment of the present disclosure, before distributing the IP data packet route to the corresponding call center, the method further includes: and responding to at least one question in the call request in an intelligent response mode.

According to the embodiment of the disclosure, the intelligent response mode comprises a key response, a voice response, a video response or a text response.

According to an embodiment of the present disclosure, wherein the method further comprises: redirecting the call request to perform broadband restriction or session management or traffic statistics on the call request.

Another aspect of the present disclosure provides an integrated system of decentralized call centers, comprising: the access module is used for receiving a call request of a client; the gateway module is used for redirecting the call request, converting the call request from an external network IP address into an internal network IP address, converting a transmission protocol of the call request into an SIP (session initiation protocol) protocol and converting the call request into an IP data packet with a preset format; the identification module is used for identifying the identity information of the client; and the distribution module is used for distributing the IP data packet route to the corresponding call center according to the identity information based on the converted intranet IP address and the SIP protocol.

According to an embodiment of the present disclosure, wherein the gateway module includes: the first gateway unit is used for converting the call request from the external network IP address into the internal network IP address; and the second gateway unit is used for converting the transmission protocol of the call request into an SIP protocol, converting the call request in a text format into a message of TCP/UDP for transmission, and converting the call request in a media stream format into an RTP format for transmission.

According to an embodiment of the present disclosure, the identifying module identifies identity information of the client, including: the identity information of the customer is identified by querying the identity information stored in a local database or querying a historical call record or querying an online call center interface.

According to an embodiment of the present disclosure, the system further comprises: and the response module is used for responding to at least one question in the call request in an intelligent response mode.

According to the embodiment of the present disclosure, the gateway module is further configured to redirect the call request, so as to perform broadband restriction or session management or traffic statistics on the call request.

Another aspect of the present disclosure provides an electronic device including: one or more processors; memory for storing one or more programs, wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method as described above.

Another aspect of the present disclosure provides a computer-readable storage medium storing computer-executable instructions for implementing the method as described above when executed.

Another aspect of the disclosure provides a computer program comprising computer executable instructions for implementing the method as described above when executed.

Drawings

Fig. 1 schematically illustrates a system architecture 100 of an integrated method and apparatus for a decentralized call center according to an embodiment of the present disclosure;

FIG. 2 schematically illustrates a flow chart of an integration method of a decentralized call center according to an embodiment of the present disclosure;

FIG. 3 schematically illustrates a diagram of a branch call center system internal architecture, according to an embodiment of the present disclosure;

fig. 4 schematically illustrates a flowchart of a method for converting a call request into an IP data packet of a predetermined format according to an embodiment of the present disclosure;

FIG. 5 schematically illustrates a flow diagram of a method of identifying identity information of a customer, according to an embodiment of the present disclosure;

fig. 6 schematically shows a flow chart of an integration method of decentralized call centers according to a further embodiment of the present disclosure;

FIG. 7 schematically illustrates a flow chart of an integration method of a decentralized call center according to a further embodiment of the disclosure;

FIG. 8 schematically illustrates a block diagram of an integrated system of decentralized call centers, according to an embodiment of the present disclosure;

figure 9 schematically shows a block diagram of a gateway module according to an embodiment of the present disclosure;

FIG. 10 schematically illustrates a block diagram of an integrated system of decentralized call centers, according to yet another embodiment of the present disclosure;

FIG. 11 schematically illustrates a block diagram of a reply module according to the present disclosure;

fig. 12 schematically shows a block diagram of an electronic device adapted to implement the above described method according to an embodiment of the present disclosure.

Detailed Description

Hereinafter, embodiments of the present disclosure will be described with reference to the accompanying drawings. It should be understood that the description is illustrative only and is not intended to limit the scope of the present disclosure. In the following detailed description, for purposes of explanation, numerous specific details are set forth in order to provide a thorough understanding of the embodiments of the disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. Moreover, in the following description, descriptions of well-known structures and techniques are omitted so as to not unnecessarily obscure the concepts of the present disclosure.

The terminology used herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the disclosure. The terms "comprises," "comprising," and the like, as used herein, specify the presence of stated features, steps, operations, and/or components, but do not preclude the presence or addition of one or more other features, steps, operations, or components.

All terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art unless otherwise defined. It is noted that the terms used herein should be interpreted as having a meaning that is consistent with the context of this specification and should not be interpreted in an idealized or overly formal sense.

Where a convention analogous to "A, B and at least one of C, etc." is used, in general such a construction is intended in the sense one having skill in the art would understand the convention (e.g., "a system having at least one of A, B and C" would include, but not be limited to, systems that have a alone, B alone, C alone, a and B together, a and C together, B and C together, and/or A, B, C together, etc.). Where a convention analogous to "A, B or at least one of C, etc." is used, in general such a construction should be interpreted in the sense one having ordinary skill in the art would understand the convention (e.g., "a system having at least one of A, B or C" would include but not be limited to systems that have a alone, B alone, C alone, a and B, a and C, B and C, and/or A, B, C, etc.).

Some block diagrams and/or flow diagrams are shown in the figures. It will be understood that some blocks of the block diagrams and/or flowchart illustrations, or combinations thereof, 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, or other programmable data processing apparatus, such that the instructions, which execute via the processor, create means for implementing the functions/acts specified in the block diagrams and/or flowchart block or blocks. The techniques of this disclosure may be implemented in hardware and/or software (including firmware, microcode, etc.). In addition, the techniques of this disclosure may take the form of a computer program product on a computer-readable storage medium having instructions stored thereon for use by or in connection with an instruction execution system.

In the technical scheme disclosed by the invention, the acquisition, storage, application and the like of the related client identity information all accord with the regulations of related laws and regulations, necessary confidentiality measures are taken, and the customs of the public order is not violated.

Embodiments of the present disclosure provide an integration method and system for a decentralized call center, the method including receiving a call request from a customer. The call request is redirected so as to convert the call request from an external network IP address to an internal network IP address, convert a transmission protocol of the call request to an SIP protocol and convert the call request to an IP data packet with a preset format. Identity information identifying the client. And based on the converted intranet IP address and the SIP protocol, distributing the IP data packet route to a corresponding call center according to the identity information.

Fig. 1 schematically illustrates a system architecture 100 for a decentralized call center integration method and system according to an embodiment of the present disclosure. It should be noted that fig. 1 is only an example of a system architecture to which the embodiments of the present disclosure may be applied to help those skilled in the art understand the technical content of the present disclosure, and does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments or scenarios.

As shown in fig. 1, the system architecture 100 according to the embodiment may include

electronic devices

101, 102, a network 103 and a server 104. The network 103 is used to provide communication links between the

electronic devices

101, 102 and the server 104.

The

electronic devices

101, 102 may be, for example, various electronic devices having display screens and accessible to input devices for information input, including but not limited to smartphones, tablets, desktop PCs, laptop PCs, netbook computers, workstations, servers, gaming consoles, etc., which may be used to initiate call requests, including but not limited to text, audio, video, etc. Network 103 may include various connection types, such as wired, wireless communication links, or fiber optic cables, to name a few. The wired mode may be, for example, a connection using a cable and any one of the following interfaces: the wireless communication system comprises a fiber channel, an Infrared interface, a D-Type data interface, a serial interface, a USB Type-C interface or a Dock interface, and the wireless communication mode can be connected by adopting a wireless communication mode, wherein the wireless communication mode can adopt any one of a plurality of wireless technology standards such as Bluetooth, wi-Fi, infra, zigBee and the like. The server 104 may be a server capable of receiving a call request initiated by an electronic device through the network 103, and may also be a server capable of redirecting and routing a call request initiated by each channel to a corresponding call center for service handling. According to the embodiment of the disclosure, in the integration of the decentralized call center, the server 104 receives a server of a call request initiated by an electronic device through the network 103, redirects the call request to convert the call request from an external network IP address to an internal network IP address, converts a transmission protocol of the call request to an SIP protocol, and converts the call request to an IP data packet with a preset format; identifying identity information of the client; and based on the converted intranet IP address and the SIP protocol, distributing the IP data packet route to a corresponding call center according to the identity information.

It should be noted that the integration method of the decentralized call center provided by the embodiment of the present disclosure may be executed by the server 104. Accordingly, the integrated system of the decentralized call center provided by the embodiment of the present disclosure may be disposed in the server 104. Alternatively, the integration method of the decentralized call center provided by the embodiment of the present disclosure may also be performed by a server or a server cluster different from the server 104 and capable of communicating with the

electronic devices

101 and 102 and/or the server 104. Accordingly, the integrated system of the decentralized call center provided by the embodiment of the present disclosure may also be disposed in a server or a server cluster different from the server 104 and capable of communicating with the

electronic devices

101 and 102 and/or the server 104. Alternatively, the integration method of the decentralized call center provided by the embodiment of the present disclosure may also be partially executed by the server 104 and partially executed by the

electronic devices

101 and 102. Accordingly, the integrated system of the decentralized call center provided by the embodiment of the present disclosure may also be partially disposed in the server 104 and partially disposed in the

electronic devices

101 and 102.

It should be understood that the number of electronic devices, networks, and servers in fig. 1 is merely illustrative. There may be any number of electronic devices, networks, and servers, as desired for implementation.

The integration method of the decentralized call center provided by the embodiment of the disclosure can be applied to the field of financial services. For example, in the banking industry or other financial institutions, a certain service needs to be promoted by a regulatory department to the outside uniformly, such as a special service like commemorative coin or digital renminbi, a general external dedicated calling line or a client system needs to be established quickly, but the specific service needs to be handled by each parallel institution. By adopting the integration method of the decentralized call center provided by the embodiment of the disclosure, the preposed integration of the call can be realized, the resources of the call centers of the existing banking industries or other financial institutions are integrated, the special services such as commemorative coins or digital RMB are promoted to the outside uniformly, and a set of call center system compatible with the banking industries or other financial institutions does not need to be established again.

The integration method of the decentralized call centers provided by the embodiment of the disclosure can be applied to the business field, for example, companies merge or purchase, the original call center systems of the branches need to provide services for customers continuously, but a general company or organization needs to provide a set of integral external call center systems. By adopting the integration method of the decentralized call center provided by the embodiment of the disclosure, the prepositive integration of the call can be realized, the resources of the branch mechanism to be purchased and the call center of the head office are integrated, and then the head office provides a set of integral external call center system without re-establishing a set of call center system which can be compatible with the branch mechanism to be purchased and the head office.

It should be understood that the integration method of the decentralized call center provided by the embodiment of the present disclosure is not limited to be applied to the technical field of financial services, and the above description is only exemplary, and for the field of the integration of the decentralized call center, such as the field of sales of other non-financial products, the field of electronic commerce, the field of logistics, and the like, the integration method of the decentralized call center according to the embodiment of the present disclosure may be applied to integrate the decentralized call center, integrate the resources of the existing call centers, and avoid the waste of resources caused by the repeated construction while fast compatibility with the services of the original branch office is achieved.

Fig. 2 schematically illustrates a flow chart of an integration method of a decentralized call center according to an embodiment of the present disclosure.

As shown in fig. 2, the integration method of the decentralized call center may include operations S201 to S204, for example.

In operation S201, a call request of a client is received.

In operation S202, the call request is redirected to convert the call request from an external network IP address to an internal network IP address, convert a transmission protocol of the call request to an SIP protocol, and convert the call request to an IP data packet in a preset format.

In operation S203, identity information of the client is recognized.

In operation S204, based on the converted intranet IP address and the SIP protocol, the IP data packet is routed and distributed to the corresponding call center according to the identity information.

According to an embodiment of the present disclosure, a client may initiate a call request through a client. For example, the client may initiate a call request through a communication device such as a landline phone and a mobile phone, or may initiate a call request through an APP or a PC segment of a mobile phone, and the disclosure of the specific call client list is not limited. The call request may be a telephone voice, or may be an internet audio/video, a text, a short message, a 5G message, and the like, and the specific call mode is not limited in the present disclosure. The customer may initiate the call request by dialing a number like "95XXX", "400XXX", or through an APP, a customer service page on the web site.

According to the embodiment of the disclosure, since the call requests come from various channels, the call centers of the calls may be mutually dispersed, and in order to realize resource integration, the call requests may be accessed uniformly before being forwarded to the call centers, and then distributed uniformly to the corresponding call centers in a routing manner, so as to quickly integrate various dispersed systems in the manner of preposed integration. The redirection of the call request to convert the call request from the external network IP address to the internal network IP address is to implement the NAT/firewall penetration function of the call request. The purpose of uniformly converting the transmission protocol of the call request into the SIP protocol and uniformly converting the format of the call request into the IP data packet with the preset format is to realize uniform access and uniform routing of the call request. The head-pulling mechanism can be independently arranged to establish a uniform external customer service entrance to realize uniform access of call requests of various channels, and specific services are accepted by various parallel call center mechanisms and are compatible with different services of various mechanisms.

According to the embodiment of the disclosure, after confirming the corresponding call center mechanism called by the client, the signaling (SIP protocol) and the IP data packet of the call can be forwarded to the specific call center through the special line of the operator, and the final service handling is realized by the specific call center mechanism after the call is forwarded to the call mechanism. As shown in fig. 3, when the client calls the call center system of the organization a, the client goes to the call center system of the organization a to handle the related services, when the client calls the call center system of the organization B, the client goes to the call center system of the organization B to handle the related services, and when the client calls the call center system of the organization C, the client goes to the call center system of the organization C to handle the related services. That is to say, the call center system of the organization a, the call center system of the organization B, and the call center system of the organization C are still independent and parallel structures, and handle the service requirements of the corresponding clients, and the unified receiving and the unified routing of the call request are realized only by integrating the front ends of the call center system of the organization a, the call center system of the organization B, and the call center system of the organization C, without re-establishing a set of integrated call centers compatible with the functions of the call center system of the organization a, the call center system of the organization B, and the call center system of the organization C.

According to the integration method of the call center provided by the embodiment of the disclosure, the call request initiated by each channel is redirected to convert the call request from an external network IP address to an internal network IP address, convert a transmission protocol of the call request to an SIP (session initiation protocol) protocol and convert the call request to an IP data packet with a preset format, so that the functions of NAT/firewall penetration, unified access and unified routing are realized, the integration of a dispersed call center structure is realized, and a large amount of resources required by reconstruction are avoided.

The call center integration method shown in fig. 2 will be further described with reference to the accompanying drawings.

Fig. 4 schematically shows a flowchart of a method for converting a call request into an IP data packet with a preset format according to an embodiment of the present disclosure.

As shown in fig. 4, the conversion method may include, for example, operations S401 to S403.

In operation S401, a format type of the call request is identified.

If the call request is a text message and a message in a rich text format, operation S402 is performed. If the call request is in a media stream format, such as media audio/video, operation S403 is performed.

In operation S402, the text format call request is converted into a TCP/UDP packet for transmission.

In operation S403, the call request in the media stream format is converted into an RTP format transmission.

Based on the conversion method provided by the embodiment of the disclosure, the call requests in different formats are converted into data in different formats for transmission, so that the transmission requirements of the data can be better met, the transmission efficiency of the data is improved, and network resources are saved.

Fig. 5 schematically illustrates a flowchart of a method of identifying identity information of a client according to an embodiment of the present disclosure.

As shown in fig. 5, the method of identifying identity information of a client may include, for example, operation S501.

In operation S501, the identity information of the client is identified by querying the identity information stored in the local database or querying a historical call record or querying an online query call center interface.

According to the embodiment of the disclosure, the identity information of the client can be identified by querying the database, the identity information of the client can be obtained by an interactive response mode, and the identity identification of the client can be carried out by online querying other mechanism interfaces and the like. The specific mode is selected according to actual requirements, and the disclosure is not limited.

According to the embodiment of the disclosure, the identity information for identifying the client can confirm the call center that the client needs to call on one hand, and can also ensure the security of the client when performing related business operations on the other hand.

Fig. 6 schematically shows a flow chart of an integration method of a decentralized call center according to a further embodiment of the disclosure.

As shown in fig. 6, the method for integrating a decentralized call center may further include operation S601, for example, before routing and distributing the IP data packet to the corresponding call center.

In operation S601, at least one question in the call request is responded to in an intelligent response manner.

According to the embodiment of the disclosure, the intelligent response mode includes a key response, a voice response, a video response or a text response, specifically, for a call request, the intelligent response can distinguish different formats for response, for example, for the voice call request, voice recognition and voice synthesis are performed, the voice recognition converts voice into text input, and after a corresponding text answer is replied, the text is converted into voice for reading through a voice synthesis function. If the input is requested aiming at the text call, the text interaction is directly carried out with the client, and the intelligent question answering can be realized based on NLP (natural language understanding technology). The customer can also interact in a mode of touching a menu by a dtmf key and a page.

According to the embodiment of the present disclosure, after the intelligent response, the interaction record and the last interaction option with the customer may also be recorded, wherein the interaction record and the last interaction option with the customer are recorded in a manner including but not limited to a database, signaling channel information, and the like.

Based on the response modes, the system interacts with the client, can handle part of services and client consultation problems, and reduces the pressure of the back end of the system. For the problem that the intelligent response can not be completely solved, the menu options of the customer can be recorded and then the customer can be routed to the corresponding call center for solving.

Fig. 7 schematically shows a flowchart of an integration method of decentralized call centers according to yet another embodiment of the present disclosure.

As shown in fig. 7, the method of integrating the decentralized call center may further include, for example, operation S701.

In operation S701, the call request is redirected to perform broadband restriction or session management or traffic statistics on the call request.

According to the embodiment of the disclosure, in consideration of practical application requirements, if broadband limitation or traffic statistics needs to be performed on the call request, during the redirection process of the call request, broadband limitation or session management or traffic statistics can also be performed on the call request.

To sum up, the integration method of the decentralized call center provided by the embodiment of the present disclosure can implement the functions of uniform access and uniform routing of the call request, thereby implementing the integration of the decentralized call center structure and avoiding a large amount of resources required for reconstruction. Moreover, the call requests in different formats are converted into data in different formats for transmission, so that the transmission requirements of the data can be better met, the transmission efficiency of the data is improved, and network resources are saved.

Fig. 8 schematically illustrates a block diagram of an integrated system of decentralized call centers, according to an embodiment of the present disclosure.

As shown in fig. 8, an integrated system 800 of a decentralized call center may include, for example, an access module 810, a gateway module 820, an identification module 830, a distribution module 840, and a call center 850.

And an access module 810 for receiving a call request of a client.

The gateway module 820 is configured to redirect the call request, so as to convert the call request from an external network IP address to an internal network IP address, convert a transmission protocol of the call request to an SIP protocol, and convert the call request to an IP data packet with a preset format.

The identifying module 830 is used for identifying the identity information of the client. The access module 810 may identify the identity of the client by querying a local database for stored identity information or querying a historical call record or querying a call center interface on-line, among other things.

And the distribution module 840 is configured to route and distribute the IP data packet to the corresponding call center according to the identity information based on the converted intranet IP address and the SIP protocol.

Fig. 9 schematically shows a block diagram of a gateway module according to an embodiment of the disclosure.

As shown in fig. 9, the gateway module 820 may include, for example, a first gateway unit 821 and a second gateway unit 822.

The first gateway unit 821 is configured to convert the call request from the external network IP address to the internal network IP address. Specifically, the first gateway unit 821 may implement various accesses requested by the outside, including access to modules such as PSTN/GSM/FAX. The function of converting the request from the IP address of the external network to the IP address of the internal network can be realized, and NAT/firewall penetration is realized. And the functions of broadband limitation, session management and flow statistics can be realized. And the network penetration function of audio/video voice stream can be realized.

The second gateway unit 822 is configured to convert a transmission protocol of the call request into an SIP protocol, convert the call request in the text format into a TCP/UDP message for transmission, convert the call request in the media stream format into an RTP format for transmission, and further convert messages in various formats into a uniform IP data packet.

Fig. 10 schematically shows a block diagram of an integrated system of decentralized call centers according to yet another embodiment of the present disclosure.

As shown in fig. 10, the integrated system 800 of the decentralized call center may also include, for example, an answering module 860.

And the response module 860 is used for responding to at least one question in the call request in an intelligent response mode. The intelligent response mode comprises a key response, a voice response, a video response or a text response.

Fig. 11 schematically shows a block diagram of a reply module according to the present disclosure.

As shown in fig. 11, the response module 860 may include, for example, a text access unit 861, an intelligent voice unit 862, an intelligent response unit 863, and an interactive response unit 864.

A text access unit 861 for taking charge of access to the text format call request.

The smart voice unit 862 may include a voice recognition part that recognizes an access request of the media stream as text and a voice synthesis part that converts the text into a voice stream.

And the intelligent response unit 863 is used for realizing intention identification and question and answer, inputting texts and outputting corresponding answers and instructions.

The interactive response unit 864 is configured to implement an automatic response service, implement interaction with the client through keys input by the client and text input by the intelligent question-answering system, and record an interaction record of the client.

According to the embodiment of the present disclosure, the call request enters the response module 860 for automatic response, wherein if the call request of the client is a voice format call request, voice recognition and voice synthesis are performed through the intelligent voice unit 862, the voice recognition converts the voice into a text and inputs the text into the intelligent response unit 863, and after the intelligent response unit 863 replies a corresponding text answer, the text is converted into voice for reading through a voice synthesis function. If the call request of the client is in a text format, the intelligent response unit 863 directly performs text interaction with the client to feed back the answer of the client question. The intelligent response unit 863 may be implemented based on NLP (natural language understanding technology), among others.

Any number of modules, sub-modules, units, sub-units, or at least part of the functionality of any number thereof according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, and sub-units according to the embodiments of the present disclosure may be implemented by being split into a plurality of modules. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in any other reasonable manner of hardware or firmware by integrating or packaging a circuit, or in any one of or a suitable combination of software, hardware, and firmware implementations. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the disclosure may be at least partially implemented as a computer program module, which when executed may perform the corresponding functions.

For example, any of access module 810, gateway module 820, identification module 830, distribution module 840, and call center system 850 and answering module 860 may be combined in one module/unit/sub-unit, or any one of the modules/units/sub-units may be split into multiple modules/units/sub-units. Alternatively, at least part of the functionality of one or more of these modules/units/sub-units may be combined with at least part of the functionality of other modules/units/sub-units and implemented in one module/unit/sub-unit. According to an embodiment of the present disclosure, at least one of the access module 810, the gateway module 820, the identification module 830, the distribution module 840, the call center system 850, and the answer module 860 may be implemented at least in part as a hardware circuit, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system on a chip, a system on a substrate, a system on a package, an Application Specific Integrated Circuit (ASIC), or may be implemented in hardware or firmware in any other reasonable manner of integrating or packaging a circuit, or in any one of three implementations of software, hardware, and firmware, or in a suitable combination of any of them. Alternatively, at least one of the access module 810, the gateway module 820, the identification module 830, the distribution module 840 and the call center system 850 and the answer module 860 may be at least partly implemented as a computer program module, which when executed may perform the respective functions.

It should be noted that, the integrated system portion of the decentralized call center in the embodiment of the present disclosure corresponds to the integrated method portion of the decentralized call center in the embodiment of the present disclosure, and the specific implementation details and the technical effects thereof are also the same, and are not described herein again.

Fig. 12 schematically shows a block diagram of an electronic device adapted to implement the above described method according to an embodiment of the present disclosure. The electronic device shown in fig. 12 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present disclosure.

As shown in fig. 12, an electronic apparatus 1200 according to an embodiment of the present disclosure includes a processor 1201, which can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 1202 or a program loaded from a storage section 1208 into a Random Access Memory (RAM) 1203. The processor 1201 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or associated chipset, and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), among others. The processor 1201 may also include on-board memory for caching purposes. The processor 1201 may include a single processing unit or multiple processing units for performing the different actions of the method flows according to embodiments of the present disclosure.

In the RAM1203, various programs and data necessary for the operation of the electronic apparatus 1200 are stored. The processor 1201, the ROM1202, and the RAM1203 are connected to each other by a bus 1204. The processor 1201 performs various operations of the method flow according to the embodiments of the present disclosure by executing programs in the ROM1202 and/or the RAM 1203. Note that the programs may also be stored in one or more memories other than the ROM1202 and the RAM 1203. The processor 1201 may also perform various operations of method flows according to embodiments of the present disclosure by executing programs stored in the one or more memories.

Electronic device 1200 may also include input/output (I/O) interface 1205, according to an embodiment of the disclosure, input/output (I/O) interface 1205 also connected to bus 1204. The electronic device 1200 may also include one or more of the following components connected to the I/O interface 1205: an input portion 1206 including a keyboard, a mouse, and the like; an output portion 1207 including a display device such as a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, and a speaker; a storage section 1208 including a hard disk and the like; and a communication section 1209 including a network interface card such as a LAN card, a modem, or the like. The communication section 1209 performs communication processing via a network such as the internet. A driver 1210 is also connected to the I/O interface 1205 as needed. A removable medium 1211, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, or the like, is mounted on the drive 1210 as necessary, so that a computer program read out therefrom is mounted into the storage section 1208 as necessary.

According to embodiments of the present disclosure, method flows according to embodiments of the present disclosure may be implemented as computer software programs. For example, embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable storage medium, the computer program containing program code for performing the method illustrated by the flow chart. In such an embodiment, the computer program may be downloaded and installed from a network through the communication section 1209, and/or installed from the removable medium 1211. The computer program, when executed by the processor 1201, performs the above-described functions defined in the system of the embodiments of the present disclosure. The systems, devices, apparatuses, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the present disclosure.

The present disclosure also provides a computer-readable storage medium, which may be contained in the apparatus/device/system described in the above embodiments; or may exist alone without being assembled into the device/apparatus/system. The computer-readable storage medium carries one or more programs which, when executed, implement a method according to an embodiment of the disclosure.

According to an embodiment of the present disclosure, the computer readable storage medium may be a non-volatile computer readable storage medium. Examples may include, but are not limited to: a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In the present disclosure, a computer 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.

For example, according to embodiments of the present disclosure, a computer-readable storage medium may include the ROM1202 and/or the RAM1203 and/or one or more memories other than the ROM1202 and the RAM1203 described above.

The flowchart and block diagrams in the figures illustrate the architecture, functionality, and operation of possible implementations of systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each block in the flowchart or block diagrams may represent a module, segment, or portion of code, which comprises one or more executable instructions for implementing the specified logical function(s). It should also be noted that, in some alternative implementations, the functions noted in the block may occur out of the order noted in the figures. For example, two blocks shown in succession may, in fact, be executed substantially concurrently, or the blocks may sometimes be executed in the reverse order, depending upon the functionality involved. It will also be noted that each block of the block diagrams or flowchart illustration, and combinations of blocks in the block diagrams or flowchart illustration, can be implemented by special purpose hardware-based systems which perform the specified functions or acts, or combinations of special purpose hardware and computer instructions. It will be appreciated by those skilled in the art that various combinations and/or combinations of the features recited in the various embodiments of the disclosure and/or the claims may be made even if such combinations or combinations are not explicitly recited in the disclosure. In particular, various combinations and/or combinations of the features recited in the various embodiments and/or claims of the present disclosure may be made without departing from the spirit or teaching of the present disclosure. All such combinations and/or associations are within the scope of the present disclosure.

Claims

1. A method of decentralized call center integration comprising:

receiving a call request of a client;

redirecting the call request to convert the call request from an external network IP address to an internal network IP address, converting a transmission protocol of the call request into an SIP (session initiation protocol) protocol and converting the call request into an IP data packet with a preset format;

identifying identity information of the client;

and based on the converted intranet IP address and the SIP protocol, distributing the IP data packet route to a corresponding call center according to the identity information.

2. The method of claim 1, wherein the converting the call request into the IP data packet of the predetermined format comprises:

converting the call request in the text format into a TCP/UDP message for transmission;

and converting the call request in the media stream format into RTP format transmission.

3. The method of integrating a decentralized call center according to claim 1, wherein said identification information identifying the customer comprises:

the identity information of the customer is identified by querying the identity information stored in a local database or querying a historical call record or querying an online call center interface.

4. The method of claim 1, further comprising, prior to routing the IP data packets to the corresponding call centers:

and responding to at least one question in the call request in an intelligent response mode.

5. The integrated method of a decentralized call center according to claim 4, wherein said intelligent answering mode comprises a push-to-talk or voice answer or video answer or text answer.

6. The method of integrating a decentralized call center according to claim 1, wherein the method further comprises:

redirecting the call request to perform broadband restriction or session management or traffic statistics on the call request.

7. An integrated system for a decentralized call center, comprising:

the access module is used for receiving a call request of a client;

the gateway module is used for redirecting the call request, converting the call request from an external network IP address into an internal network IP address, converting a transmission protocol of the call request into an SIP (session initiation protocol) protocol and converting the call request into an IP data packet with a preset format;

the identification module is used for identifying the identity information of the client;

and the distribution module is used for distributing the IP data packet route to the corresponding call center according to the identity information based on the converted intranet IP address and the SIP protocol.

8. The integrated system of a decentralized call center according to claim 7, wherein the gateway module comprises:

the first gateway unit is used for converting the call request from the external network IP address into the internal network IP address;

and the second gateway unit is used for converting the transmission protocol of the call request into an SIP protocol, converting the call request in a text format into a message of TCP/UDP for transmission, and converting the call request in a media stream format into an RTP format for transmission.

9. The integrated system of a decentralized call center according to claim 7, wherein the identification module identifies the identity information of the customer including:

10. The integrated system of decentralized call centers according to claim 7, said system further comprising:

and the response module is used for responding to at least one question in the call request in an intelligent response mode.

11. The integrated system of a decentralized call center according to claim 10, wherein the intelligent answering mode comprises a push-to-talk or voice answer or video answer or text answer.

12. The integrated system of decentralized call centers according to claim 7, wherein the gateway module is further configured to redirect the call request for broadband restriction or session management or traffic statistics of the call request.

13. An electronic device, comprising:

one or more processors;

a memory for storing one or more programs,

wherein the one or more programs, when executed by the one or more processors, cause the one or more processors to implement the method of any of claims 1-6.

14. A computer readable storage medium having stored thereon executable instructions which, when executed by a processor, cause the processor to carry out the method of any one of claims 1 to 6.