CN113746789B

CN113746789B - Information processing method and device for call center, electronic equipment and medium

Info

Publication number: CN113746789B
Application number: CN202010482359.2A
Authority: CN
Inventors: 周国新
Original assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Wodong Tianjun Information Technology Co Ltd
Current assignee: Beijing Jingdong Century Trading Co Ltd; Beijing Wodong Tianjun Information Technology Co Ltd
Priority date: 2020-05-29
Filing date: 2020-05-29
Publication date: 2023-09-05
Anticipated expiration: 2040-05-29
Also published as: CN113746789A

Abstract

The present disclosure provides an information processing method for a call center. The method comprises the following steps: distributing the first number to the first telephone in a first time period based on the number mapping relation of the first number; transmitting registration information of the first number to the first telephone so that the first telephone registers the first number by using the registration information in the first time period, wherein the registration information comprises the use time of the first number as the first time period; and controlling the first telephone to stop registering the first number and release the first number when the first time period is over. The disclosure also provides a data processing device for the call center, and corresponding electronic equipment and medium.

Description

Information processing method and device for call center, electronic equipment and medium

Technical Field

The present disclosure relates to the field of internet technologies, and in particular, to an information processing method and apparatus for a call center, and a corresponding electronic device and medium.

Background

The call center is also called a customer service center, and is a complete integrated information service system which is based on multiple functions of CTI (Computer Telecommunication Integration) technology, integrated communication network and computer network and is connected with enterprises into a whole. The system utilizes various prior advanced communication means to efficiently provide high-quality, high-efficiency and omnibearing service for clients.

Typically in a call center system, each phone is assigned a number. The telephone may register this number in the IP PBX (IP Private Branch Exchange, IP-based enterprise internal telephone service network system) at the service end of the call center. After the customer service representative logs in from the CTI of the server, the customer service representative can bind corresponding numbers according to the login information of the customer service representative, so that the customer service representative can conveniently implement various telephone processing strategies through corresponding telephones based on the bound numbers. The communication between the telephone and the IP PBX typically uses the standard SIP protocol (Session Initiation Protocol ). The SIP protocol provides that a phone re-initiates a registration request to the IP PBX at intervals to register to determine the number's viability. Accordingly, the IP PBX needs to continuously process registration messages sent by a large number of handsets at the call center.

In implementing the concepts of the present disclosure, the inventors found that at least the following problems exist in the prior art: maintaining registration information for a large number of phones at a call center requires considerable computing resources of the IP PBX and a customer service representative would only use the corresponding number to provide the customer service during the working hours (e.g., 8 hours), whereas the IP PBX would maintain the corresponding number for 24 hours, which is a significant waste of computing resources of the IP PBX.

Disclosure of Invention

In view of this, the embodiments of the present disclosure provide an information processing method, apparatus, electronic device, and medium for a call center for dynamically allocating numbers in a dialogue machine.

In a first aspect of the embodiments of the present disclosure, an information processing method for a call center is provided, which is applied to a server. The method comprises the following steps: distributing the first number to the first telephone in a first time period based on the number mapping relation of the first number; transmitting registration information of the first number to the first telephone so that the first telephone registers the first number by using the registration information in the first time period, wherein the registration information comprises the use time of the first number as the first time period; and controlling the first telephone to stop registering the first number and release the first number when the first time period is over.

According to an embodiment of the present disclosure, the method further includes setting a number mapping relation of the first number. Wherein the first number corresponds to one phone in each of at least one time period is set in a number mapping relation of the first number, wherein the first number is mapped to the first phone in the first time period, and the first time period comprises one time period or a plurality of continuous time periods in the at least one time period.

According to an embodiment of the present disclosure, the setting the number mapping relationship of the first number further includes: acquiring a scheduling plan of a first employee, wherein the scheduling plan of the first employee prescribes that the first employee occupies the first phone in the first time period; based on the scheduling plan of the first staff, acquiring numbers to be bound which are not occupied by other phones in the first time period; and setting the mapping relation of the first number to the first phone in the first time period when the number to be bound is the first number.

According to an embodiment of the present disclosure, the method further comprises: setting the first number to be used in the first time period in the binding relation to be processed; wherein the pending binding relationship is for specifying a number to be used in each of at least one time period, wherein the first time period comprises one or more consecutive time periods of the at least one time period.

According to an embodiment of the present disclosure, before the assigning the first number to the first phone in the first period of time, the method further includes obtaining the first number and the first period of time from the pending binding relationship when the current time reaches the beginning of the first period of time.

According to an embodiment of the present disclosure, the method further comprises: when the first staff logs in, determining that the first phone is occupied by the first staff in a first time period based on a scheduling plan of the first staff; searching a mapping relation for carrying out number allocation on the first telephone in the first time period to obtain a number mapping relation of the first number; determining that the first phone maps to the first number in the first time period based on the number mapping relation of the first number; and providing the first number to the first employee for use during the first time period.

In a second aspect of the embodiments of the present disclosure, an information processing method for a call center is provided, which is applied to a phone. The method comprises the following steps: acquiring a first number allocated to a first phone and registration information of the first number, wherein the registration information comprises the use time of the first number as the first time period; registering the first number by using the registration information in the first time period; and stopping registering the first number and releasing the first number when the first time period is over.

In a third aspect of the embodiments of the present disclosure, an information processing apparatus for a call center is provided, which is disposed at a server. The device comprises a number distribution module, a notification module and a control module. The number allocation module is used for allocating the first number to the first telephone in a first time period based on the number mapping relation of the first number. The notification module is configured to send registration information of the first number to the first phone, so that the first phone registers the first number in the first time period by using the registration information, where the registration information includes a usage time of the first number as the first time period. The control module is used for controlling the first telephone to stop registering the first number and releasing the first number when the first time period is over.

According to an embodiment of the disclosure, the apparatus further includes a mapping relation setting module. The mapping relation setting module is used for setting the number mapping relation of the first number. Wherein the first number corresponds to one phone in each of at least one time period is set in a number mapping relation of the first number, wherein the first number is mapped to the first phone in the first time period, and the first time period comprises one time period or a plurality of continuous time periods in the at least one time period.

According to an embodiment of the disclosure, the mapping relation setting module is further configured to: acquiring a scheduling plan of a first employee, wherein the scheduling plan of the first employee prescribes that the first employee occupies the first phone in the first time period; based on the scheduling plan of the first staff, acquiring numbers to be bound which are not occupied by other phones in the first time period; and setting the mapping relation of the first number to the first phone in the first time period when the number to be bound is the first number.

According to an embodiment of the disclosure, the device further includes a pending binding relationship setting module. The pending binding relationship setting module is configured to set the first number for use in the first time period in a pending binding relationship, where the pending binding relationship is configured to specify numbers to be used in each of at least one time period, and the first time period includes one time period or a plurality of consecutive time periods in the at least one time period.

According to an embodiment of the disclosure, the apparatus further comprises an acquisition module. The obtaining module is configured to obtain, before the first number is allocated to the first phone in the first time period, the first number and the first time period from the pending binding relationship when the current time reaches the beginning of the first time period.

According to an embodiment of the disclosure, the apparatus further comprises an employee login module. The staff login module is used for determining that the first staff occupies the first phone in a first time period based on a scheduling plan of the first staff when the first staff logs in; searching a mapping relation for carrying out number allocation on the first telephone in the first time period to obtain a number mapping relation of the first number; determining that the first phone maps to the first number in the first time period based on the number mapping relation of the first number; and providing the first number to the first employee for use during the first time period.

In a fourth aspect of the embodiments of the present disclosure, an information processing apparatus for a call center is provided, which is disposed in a phone. The device comprises a number acquisition module, a registration module and a number release module. The number acquisition module is used for acquiring a first number allocated to a first phone and registration information of the first number, wherein the registration information comprises the use time of the first number as the first time period. The registration module is used for registering the first number by using the registration information in the first time period. And the number releasing module is used for stopping registering the first number and releasing the first number when the first time period is over.

In a fifth aspect of embodiments of the present disclosure, an electronic device is provided. The electronic device includes one or more memories, and one or more processors. The one or more memories store executable instructions. The one or more processors executing the executable instructions to implement the method as described in the first or second aspect above.

A sixth aspect of embodiments of the present disclosure provides a computer readable storage medium having stored thereon executable instructions which when executed by a processor cause the processor to perform the method as described in the first or second aspect above.

A seventh aspect of embodiments of the present disclosure provides a computer program comprising computer executable instructions for implementing the method as described in the first or second aspect above when executed.

One or more of the above embodiments have the following advantages or benefits: the telephone can occupy the number in the using time period of the number, and release the corresponding number when the use is finished, thereby at least partially solving the calculation resource consumed by registering each number, and realizing the technical effects of improving the utilization rate of each number and reducing the construction and maintenance cost of a call center.

Drawings

The above and other objects, features and advantages of the present disclosure will become more apparent from the following description of embodiments thereof with reference to the accompanying drawings in which:

fig. 1 schematically illustrates an application scenario of an information processing method and apparatus for a call center according to an embodiment of the present disclosure;

fig. 2 schematically illustrates a system architecture diagram of an information processing method for a call center according to an embodiment of the present disclosure;

fig. 3 schematically illustrates a flowchart of an information processing method applied to a server according to an embodiment of the present disclosure;

fig. 4 schematically illustrates a flowchart of an information processing method applied to a server according to another embodiment of the present disclosure;

fig. 5 schematically illustrates a flowchart of an information processing method applied to a server according to still another embodiment of the present disclosure;

fig. 6 schematically illustrates a flowchart of an information processing method applied to a server according to still another embodiment of the present disclosure;

fig. 7 schematically illustrates an application example flowchart of setting a number mapping relationship and a pending binding relationship in an information processing method applied to a server according to an embodiment of the present disclosure;

fig. 8 schematically illustrates a method flow of assigning numbers when an employee logs in an information processing method applied to a server according to still another embodiment of the present disclosure;

Fig. 9 schematically illustrates an application example flowchart of assigning numbers when an employee logs in an information processing method applied to a server according to an embodiment of the present disclosure;

fig. 10 schematically illustrates a flowchart of an information processing method applied to a phone according to an embodiment of the present disclosure;

fig. 11 schematically illustrates an application example flowchart of registering numbers having a mapping relationship by a phone in an information processing method according to an embodiment of the present disclosure;

fig. 12 schematically shows a block diagram of an information processing apparatus provided at a server according to the present public embodiment;

fig. 13 schematically shows a block diagram of an information processing apparatus provided to a telephone set according to an embodiment of the present disclosure; and

fig. 14 schematically illustrates a block diagram of an electronic device adapted to implement an information processing method for a call center according to an embodiment of the 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 only exemplary 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 present disclosure. It may be evident, however, that one or more embodiments may be practiced without these specific details. In addition, in the following description, descriptions of well-known structures and techniques are omitted so as not to 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/or 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 should be noted that the terms used herein should be construed to have meanings consistent with the context of the present specification and should not be construed in an idealized or overly formal manner.

Where expressions like at least one of "A, B and C, etc. are used, the expressions should generally be interpreted in accordance with the meaning as commonly understood by those skilled in the art (e.g.," a system having at least one of A, B and C "shall include, but not be limited to, a system having 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 formulation similar to at least one of "A, B or C, etc." is used, in general such a formulation should be interpreted in accordance with the ordinary understanding of one skilled in the art (e.g. "a system with at least one of A, B or C" would include but not be limited to systems with 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.).

The embodiment of the disclosure provides an information processing method and device for a call center, which can be applied to a server. The method comprises the steps of firstly distributing a first number to a first telephone in a first time period based on a number mapping relation of the first number, then sending registration information of the first number to the first telephone so that the first telephone registers the first number in the first time period by using the registration information, and then controlling the first telephone to stop registering the first number and release the first number when the first time period is finished. The registration information includes a use time of the first number as a first time period.

The embodiment of the disclosure also provides an information processing method and device for the call center, which can be applied to a telephone. The method includes first obtaining a first number assigned to a first phone and registration information for the first number, then registering the first number with the registration information for a first period of time, and then stopping registering the first number and releasing the first number at the end of the first period of time. Wherein the registration information includes a first number used for a first period of time,

the embodiment of the disclosure also provides the electronic equipment capable of realizing the information processing method and the corresponding medium.

According to the embodiment of the disclosure, the telephone can occupy the corresponding number in the using time period of the number, and release the number when the use is finished, so that the utilization rate of each number can be improved, and the construction and maintenance cost of a call center can be reduced. For example, the reusability of numbers can be improved, so that the amount of purchased numbers can be reduced, and the required fund investment for purchasing number resources can be reduced. For another example, the number is released when the number is not used and the number is not registered for maintenance, and the computational resource investment for maintaining each number resource can be reduced.

Fig. 1 schematically illustrates an application scenario 100 of an information processing method and apparatus for a call center according to an embodiment of the present disclosure.

As shown in fig. 1, the application scenario 100 may include a client 101, a network 102, and a call center 103. Wherein network 102 is used to transmit signals between clients 101 and call center 103. For example, when a customer actively contacts customer service, network 102 is used to transmit incoming signals of the customer to call center 103. For another example, when call center 103 revisits a customer, network 102 is used to transmit call center outgoing signals to client 101.

The client 101 may include a landline, a cell phone, and/or an IP phone accessed over a public network, etc.

The network 102 may comprise a telephone network, the internet, or a mobile network, and may transmit signals over different types of networks depending on the different channels in the client 101 used by the client.

Call center 103 may include a call center server 31, and a plurality of handsets 321-324. The server 31 can provide a telephone and number management service, background information processing in a call center, and the like. Each of the plurality of handsets 321-324 may provide a customer service representative (hereinafter referred to as an employee) with a telephone through a telephone occupation number for customer service processing.

Services available to the server 31 may include IP PBX services as well as CTI services. As previously described, the IP PBX may be used to handle number registration services sent by the handsets 321-324 and maintain registration information for the numbers. CTI may be used to provide employees with a channel to log into the call center 103. For example, an employee may log into a CTI through a softphone software phone, the CTI may obtain login information for the employee, and assign a corresponding number to the employee so that the employee may communicate with the customer through the number.

The server 31 may also provide a number management service 311 according to embodiments of the present disclosure. The number management service 311 may implement an information processing method applied to a server according to an embodiment of the present disclosure. Specifically, the numbers are distributed to the corresponding telephone sets in the using time period of each number, the telephone sets are informed to register the numbers in the IP PBX, and the telephone sets release the corresponding numbers when the use of each number is finished.

According to the embodiment of the present disclosure, each of the plurality of handsets 321 to 324 may implement the information processing method applied to the handsets according to the embodiment of the present disclosure. Each phone can dynamically acquire the number assigned to the phone from the server 31 and register the number in the IP PBX for the period of time that the phone is used by the employee, and then stop registering the number and release the number after the end of the number use. In this way, compared with the method that each employee uses a fixed phone to provide services in the related art, the method of the embodiment of the disclosure can reduce the number of phones, so that the phones can be provided for different employees to use in different working time periods, the multiplexing degree of the phones is improved, the purchase amount of the phones can be reduced, and the construction and maintenance costs of a call center are correspondingly reduced.

It should be noted that fig. 1 illustrates only an example of an application scenario in 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, but it does not mean that the embodiments of the present disclosure may not be applied to other devices, systems, environments, or scenarios.

Fig. 2 schematically illustrates a system architecture diagram of an information processing method for a call center according to an embodiment of the present disclosure.

Referring to fig. 1, as shown in fig. 2, the system architecture 200 may include any one or more of a call center server 31 and handsets 321-324 according to embodiments of the disclosure. The call center server 31 may include an IP PBX CTI, and a number management service 311.

The system architecture 200 adds a number management service 311 relative to a conventional call center. The number management service can realize the information processing method applied to the server according to the embodiment of the disclosure, allocate the numbers to the corresponding phones in each number use time period, inform the phones to register the numbers in the IP PBX, and enable the phones to release the corresponding numbers when each number use is finished.

The number management service 311 may assign a unique identification ID (i.e., phone identification ID, different from the number) to each of the phones 321-324 to distinguish between the different phones. The number management service 311 may have a correspondence between all phone identification IDs and IP addresses of corresponding phones maintained therein.

The number management service 311 may also maintain a pool of number resources to maintain all available numbers in the call center 103.

According to an embodiment of the present disclosure, the number management service 311 will assign numbers to corresponding phones based on the number mapping relationship of each number in each number usage period. Wherein the number mapping relation of each number is used for defining which telephone the number corresponds to in the using time period of the number.

In some embodiments, the number management service 311 may also synchronize the staff's scheduling plans. Wherein the staff's scheduling plan may be stored in a database, for example. The staff scheduling plan can set the working time period of each staff and the phones used in the working time period. The number management service 311 may determine a phone to be used in each period based on the staff scheduling plan, and then may allocate numbers for the phones in accordance with the mapping relationship between numbers and phones (i.e., number mapping relationship).

In some embodiments, the mapping of each number to the phone in the number mapping relationship may be set according to a staff scheduling plan. For example, a phone to be used in a working period of an employee can be determined according to a scheduling plan of the employee, then a number to be bound which is not occupied by other phones in the working period of the employee is obtained from a number resource pool, and the number to be bound is mapped to the phone to be used for the employee in the working period of the employee, so that a number mapping relation of the number to be bound can be obtained.

In some embodiments, the number management service 311 may also maintain pending binding relationships in order to assign and bind numbers and handsets at the beginning of each number usage period. Wherein the pending binding relationship is used to specify numbers to be used in each time period. The number management service 311 may begin to query the pending binding relationship at each time point, determine the number to be bound and the duration of use of the number to be bound from the pending binding relationship, and then may assign the number to be bound to a corresponding phone according to the number mapping relationship.

According to some embodiments of the present disclosure, since the usage time period for the same number should be consistent in the mapping relationship of each number and the pending binding relationship, and the usage time of each phone may be determined by the staff's scheduling plan, in some embodiments, after setting the number mapping relationship of each number according to the staff's scheduling plan, the usage time period of the phone and the number mapped to by the phone in the usage time period may be respectively extracted from the scheduling plan and the number mapping relationship including the same phone, and then the usage time period of the number may be set in the pending binding relationship.

According to an embodiment of the present disclosure, an employee logs into the CTI with a softphone phone. CTI can find the phone used by the employee according to the scheduling plan of the employee through the login information (for example, employee work number) of the employee to the number management service 311, and then find the corresponding number of the phone from the number mapping table, so that the number which should be used by the employee in the working time period of the employee can be determined, and then the number is allocated to the employee for use.

An implementation of an information processing method for a call center according to an embodiment of the present disclosure is exemplarily described below with reference to fig. 3 to 11.

Fig. 3 schematically shows a flowchart of an information processing method applied to the server 31 according to an embodiment of the present disclosure.

As shown in fig. 3, the information processing method for a call center may be applied to a server side according to an embodiment of the present disclosure, and may include operations S310 to S330.

In operation S310, the first number is assigned to the first phone during a first time period based on the number mapping relationship of the first number. Taking the call center 103 in fig. 1 as an example, the first number may be any number in the number resource pool, and the first phone may be one of the phones 321 to 324.

In operation S320, registration information of the first number is sent to the first phone, so that the first phone registers the first number with the registration information in a first period, where the registration information includes a usage time of the first number as the first period.

In operation S330, the first phone is controlled to stop registering the first number and release the first number at the end of the first period.

For example, the first telephone sends the registration information to the IP PBX to register the first number in the IP PBX and informs the IP PBX that the registration duration of the first number is the first time period. So that after the first period of time has ended, the first phone may cease registration with the first number. Meanwhile, the IP PBX can stop the maintenance processing of the first number according to the registration duration.

In this way, the first telephone can occupy the first number in the use time period of the first number, and release the first number when the use is finished, so that the utilization rate of the first number can be improved, the computational resource investment of the call center for maintaining the registration information of the first number is reduced, and the construction and maintenance cost of the call center is correspondingly reduced.

Fig. 4 schematically illustrates a flowchart of an information processing method applied to a server according to another embodiment of the present disclosure.

As shown in fig. 4, the information processing method for a call center according to an embodiment of the present disclosure may be applied to a server side, and may include operation S410 in addition to operations S310 to S330.

In operation S410, a number mapping relationship of the first number is set, where the first number corresponds to one phone in each of at least one time slot is set in the number mapping relationship of the first number, where the first number is mapped to the first phone in a first time slot, and the first time slot includes one time slot or a plurality of consecutive time slots in the at least one time slot.

The number mapping relation of the first number may be shown in the form of a number mapping table. Table 1 schematically gives an example of a number mapping table for the first number.

TABLE 1

The number mapping table of the first number shown in table 1 includes 24 entries, each of which is either empty or has a corresponding phone identification ID to indicate that the first number is mapped to the phone identified by the phone identification ID within the hour represented by the entry. For example, a first entry in the table may represent that the first number maps to phone identification ID1 within an hour of 00:00-01:00. When the phone ID1 identifies the phone 321 in fig. 1, the first entry means that the first number is mapped to the phone 321 in the range of 00:00-01:00. The table 1 is not limited to the first table, but is omitted for simplicity.

In connection with table 1, the first number may be mapped to the first phone (e.g., phone identified by phone identification ID 1) within a certain hour or several consecutive hours, such that the period of use of the first number (i.e., the first period of time) may be the certain hour or may also be the several consecutive hours.

The mapping relation of the first number may be determined by manual scheduling, or may be determined according to a scheduling plan of an employee, for example, refer to the following schematic of fig. 5.

Fig. 5 schematically illustrates a flowchart of an information processing method applied to a server according to still another embodiment of the present disclosure.

As shown in fig. 5, the information processing method for a call center according to an embodiment of the present disclosure may be applied to a server side, and may include operations S411 to S413 in addition to operations S310 to S330. Among them, operations S411 to S413 may be performed before operation S310.

In operation S411, a first employee' S scheduling plan is obtained, where the first employee is specified to occupy the first phone during the first time period. The first employee is one of at least one customer service representative of the call center. The first employee's scheduling plan may be as shown in table 2 below.

TABLE 2

Work number	Telephone identification ID	Period of operation
			(employee unique identification)	(unique identification of telephone)	(a list of time periods needed to occupy the corresponding phone)

In operation S412, the number to be bound that is not occupied by other phones during the first period is acquired based on the first employee' S scheduling plan. For example, the number not occupied by the other telephone in the first period is acquired from the number resource pool maintained by the number management service 311.

In operation S413, when the number to be bound is the first number, the first number is set in the mapping relationship of the first number and mapped to the first phone in the first time period. When the number to be bound is a first number, the first number may be mapped to the first phone during a first time period. Thus, for example, in the number mapping table of the first number shown in table 1, the phone identification ID of the first phone may be filled in the table entry corresponding to each hour included in the first period.

Fig. 6 schematically illustrates a flowchart of an information processing method applied to a server according to still another embodiment of the present disclosure.

As shown in fig. 6, the information processing method for a call center according to an embodiment of the present disclosure may be applied to a server side, and may include operations S610 and S620 in addition to operations S310 to S330.

In operation S610, a first number is set for use in a first period of time in a pending binding relationship. Wherein the pending binding relationship is for specifying a number to be used in each of the at least one time period, wherein the first time period comprises one or more consecutive time periods of the at least one time period.

The pending binding relationship may be presented as a pending binding relationship table, for example. Table 3 exemplarily shows a pending binding relationship table.

TABLE 3 Table 3

The pending binding table illustrated in table 3 is also a data table having 24 entries corresponding to 24 hours a day. Each entry is again a list corresponding to the number for which the binding needs to be handled during the period. For example, the first entry represents a number that needs to be bound within the hour 00:00-01:00 including number 1, number 2, number x, etc. For example, if the first number is used in 00:00-01:00, the information of the first number may be added to the first entry in the pending binding table.

In operation S620, when the current time reaches the start of the first period, the first number and the first period are acquired from the pending binding relationship.

If the first number is number 1, when the current time reaches 00:00, number 1 and the usage time period (i.e. the first time period) corresponding to number 1 are obtained from the pending binding relationship. Number 1 is then assigned to the corresponding phone in operation S310.

According to table 3, if the number 1 is no longer present in the second entry in the pending binding relationship table, the first time period may be considered to be only 0:00-01:00. If the number 1 appears continuously in several subsequent entries of the first entry in the binding relation table to be processed, the time of the continuously appearing entries can be accumulated to obtain a first time period.

According to the embodiment of the disclosure, according to the binding relation to be processed and the number mapping relation of the first number, when the current time reaches the beginning of the first time period, a notification (Notify) may be sent to the first phone by the number management service, so as to Notify the first phone to register the first number in the IP PBX by using the first number, so as to occupy the first number. The first telephone communicates with the IP PBX over a standard SIP protocol for a first period of time and after the first period of time has ended, no longer registers the first number and automatically releases the first number.

Fig. 7 schematically illustrates an application example flowchart of setting a number mapping relationship and a pending binding relationship in an information processing method applied to a server according to an embodiment of the present disclosure.

As shown in fig. 7, the process of setting the number mapping relationship and the pending binding relationship in the application instance may include steps S701 to S706.

In step S701, the scheduling of staff at the call center is synchronized. The scheduling plan for each employee is shown in table 2, for example.

In step S702, it is determined whether there is an unprocessed scheduling plan. If the unprocessed scheduling plan does not exist, ending; if there is an unprocessed scheduling, steps S703 to S706 are executed for each line of data in the unprocessed scheduling.

In step S703, a row of data is extracted from the scheduling plan, and the information of "working time period" in the row of data is read, so as to obtain a time period in which the phone needs to be occupied, for example, time period n-m; the "phone identification ID" in the data may also be read, so as to determine the phone that the employee needs to occupy during the time period n-m.

In step S704, a number that is not bound by other phones during the n-m time period is obtained from the number resource pool. Specifically, numbers within n-m time periods to be present in the pending binding relationship table shown in table 3 may be excluded from the number resource pool, and then one number may be selected from the remaining numbers to bind.

In step S705, for the number selected in step S704, the phone identification ID mapped to the phone ID read in step S703 in the n-m period is set in the number mapping table (e.g., table 1) of the number, thereby realizing updating of the number mapping relationship of the number.

In step S706, the number selected in step S704 may be filled into the table entry corresponding to the time period n-m in the pending binding relationship table shown in table 3, so as to implement updating of the pending binding relationship.

Fig. 8 schematically illustrates a method flow of assigning numbers when an employee logs in an information processing method applied to a server according to still another embodiment of the present disclosure.

As shown in fig. 8, the information processing method for a call center according to an embodiment of the present disclosure is applied to a server, and may include operations S810 to S840.

In operation S810, when the first employee logs in, it is determined that the first employee occupies the first phone for the first time period based on the first employee' S scheduling plan. The first employee is one of customer service representatives of the call center. For example, when a first employee logs into the CTI through a softphone software phone, the first employee's job number may be entered in the login information. Thus, according to the scheduling table of table 2, the telephone set occupied by the first worker in the working period can be obtained.

In operation S820, a mapping relationship for performing number allocation on the first phone in the first time period is searched, so as to obtain a number mapping relationship of the first number.

In operation S830, it is determined that the first phone maps to the first number in the first period of time based on the number mapping relationship of the first number. For example, the number mapping relationships of all the numbers can be traversed, the number mapping relationships related to the first phone are screened out, then the number mapping relationships with the first phone in the first time period are further screened out, and accordingly the first phone is mapped to the first number in the first time period. In this way, a first employee may be associated with a first number during a first time period.

In operation S840, the first number is provided to the first employee for use during the first time period.

For example, an employee may log into the CTI of call center 103 through a softphone. The CTI may then query the number management service 311 based on its login information (e.g., job number). The number management service 311 may then associate the employee' S job number with the corresponding number through operations S820 and S830, and then assign the number to the employee for use in subsequent answering and dialing. Thus, no matter staff dials each other or external clients dial, the corresponding number can be found by using the work number or the phone identification ID corresponding to the work number. For example, the IP PBX may query the number management service 311 for a number corresponding to its job number or phone identification ID, and if present, forward the phone to that number; if not, the calling party, called party, is prompted to not log in the system, and the telephone transfer can not be completed.

In the related art, it is common for an employee to input a number allocated to the employee in addition to the number when logging in to the call center 103. According to the method of the embodiment of the disclosure, based on the inherent logic that the same phone can be only allocated to one number in the same time period in the scheduling plan and the number mapping relation of the staff, the staff is allowed to input the information of the staff unique identification such as the work number when logging in, and then the work number is associated with the corresponding number through the processing logic. In this way, the problems of input errors and the like possibly caused by manual number input by staff during login can be avoided, and further maintenance cost and speech path loss caused by the problems are reduced.

In some embodiments, each employee's scheduling plan (e.g., table 2), and each number's number mapping (e.g., table 1) may correspond to a particular day, and correspondingly the pending binding (e.g., table 3) may also correspond to a particular day of the feature. For example, a particular employee's scheduling plan may be different during different workdays. Therefore, the staff scheduling plan can be only used for determining the staff scheduling condition of the staff on the same day, and the number mapping relation of the number is traversed based on the staff scheduling plan on the same day, so that the number used by the staff in the working time period on the same day is determined. Therefore, the registration and the use of the corresponding number can be carried out at the corresponding time point based on the pending binding relation of the current day.

Fig. 9 schematically illustrates an application example flowchart of assigning numbers when an employee logs in an information processing method applied to a server according to an embodiment of the present disclosure.

As shown in fig. 9, the procedure of assigning numbers at the time of employee login in this application example may include steps S901 to S909.

In step S901, the employee sends a message to the CTI service using the softphone, where the message includes the job number.

In step S902, the CTI service requests the number management service 311 to query the job number corresponding number.

In step S903, the number management service 311 inquires of the staff' S scheduling plan identified by the work number and the number mapping relation of each number through operations S810 and S820, returns one number if found, and returns null if not found.

In step S904, the number management service 311 transmits the found number to the CTI.

In step S905, the CTI receives the number returned by the number management service 311.

In step S906, the CTI determines whether the login was successful. If the login is successful, executing step S907; if the login fails, step S909 is executed.

In step S907, if the login is successful, the CTI service binds the job number in the employee login information and the number received in step S905, and updates the internal status.

In step S908, the CTI assigns the number to the corresponding employee for use by the softphone.

In step S909, the softphone updates the internal state and displays it.

In step S910, when the employee logs out of the call center 103 through the softPhone, the corresponding relationship between the job number and the number is released by the CTI.

Fig. 10 schematically shows a flowchart of an information processing method applied to a phone according to an embodiment of the present disclosure.

As shown in fig. 10, the information processing method for a call center is applied to a phone according to an embodiment of the present disclosure, wherein the method may include operations S1001 to S1003.

In operation S1001, a first number allocated to a first phone and registration information of the first number are acquired, where the registration information includes a usage time of the first number as a first period of time.

In operation S1002, a first number is registered with registration information for a first period of time. For example, the first number is registered with the IP PBX.

In operation S1003, registration of the first number is stopped and the first number is released at the end of the first period.

Fig. 11 schematically illustrates an application example flowchart of registering numbers having a mapping relationship by a phone in an information processing method according to an embodiment of the present disclosure.

As shown in fig. 11, the procedure of registering the number having the mapping relationship by the phone in this application example may include steps S1101 to S1105.

In step S1101, at the beginning of each period, the number management service 311 checks whether there is a pending binding relationship in the present period. If yes, go to step S1102, if no, end.

In step S1102, when a pending binding relationship exists in the present time period, all the numbers that have not been bound are taken out from the pending binding relationship.

In step S1103, the number management service 311 calculates the usage duration of each number, and determines the phone ID of the phone corresponding to the number according to the number mapping relationship of the number. Then, the IP address of the corresponding telephone is found according to the telephone identification ID, and a notification (Notify) is sent to the IP address. The notification may include the following messages: number to be registered, registration duration, IP PBX address, and number of registrations.

In step S1104, after receiving the notification Notify, the telephone transmits a registration message to the IP PBX with the designated address, and starts the registration process. The registration duration of the number that may be specified in the registration message. After successful registration, the phone may send a response to the number management service indicating that it has completed registration.

In step S1105, after the registration duration is reached, the phone stops registering the number, and the IP PBX may automatically deregister the number according to the registration duration or registration number.

In this way, the number is used as a temporary resource and can be dynamically allocated to different phones for use in different time periods. When the service is needed, the telephone is controlled to register by using the number distributed to the telephone, and the registration time is set as the use time of the number, so that registration interaction in the use process of the number can be reduced, and the telephone is ensured to automatically cancel the number after the service is provided.

Fig. 12 schematically shows a block diagram of an information processing apparatus 1200 provided at a server according to the present public embodiment.

As shown in fig. 12, the apparatus 1200 may include a number assignment module 1210, a notification module 1220, and a control module 1230. According to further embodiments of the present disclosure, the apparatus 1200 may further include a mapping relationship setting module 1240, a pending binding relationship setting module 1250, an acquisition module 1260, and/or an employee login module 1270. The apparatus 1200 may be disposed at a server side of a call center for implementing the method described with reference to fig. 3-9.

The number allocation module 1210 may, for example, perform operation S310 for allocating the first number to the first phone in the first period based on the number mapping relation of the first number.

The notification module 1220 may, for example, perform operation S320, configured to send registration information of the first number to the first phone, so that the first phone registers the first number with the registration information in a first period, where the registration information includes a usage time of the first number as the first period.

The control module 1230 may perform operation S330, for example, for controlling the first phone to stop registering the first number and release the first number at the end of the first period.

The mapping relation setting module 1240 may, for example, perform operation S410 for setting a number mapping relation of the first number. Wherein the number mapping relation of the first number is set that the first number corresponds to one phone in each of at least one time period, wherein the first number is mapped to the first phone in a first time period, and the first time period comprises one time period or a plurality of continuous time periods in the at least one time period.

Still further, the mapping relation setting module 1240 according to the embodiment of the disclosure may, for example, perform operations S411 to S413, configured to obtain a first employee' S scheduling plan, where the first employee is specified to occupy the first phone in the first time period; based on a scheduling plan of a first employee, acquiring numbers to be bound which are not occupied by other phones in a first time period; and setting the first number in the mapping relation of the first number to map to the first phone in the first time period when the number to be bound is the first number.

The pending binding relationship setting module 1250 may, for example, perform operation S610 for setting a first number in a pending binding relationship for use in a first time period, wherein the pending binding relationship is for specifying numbers to be used in each of at least one time period, wherein the first time period includes one or more consecutive time periods of the at least one time period.

The obtaining module 1260 may, for example, perform operation S620, configured to obtain the first number and the first period from the pending binding relationship when the current time reaches the start of the first period before the first number is allocated to the first phone in the first period.

The employee login module 1270 may perform operations S810 to S840, for example, to determine that the first employee occupies the first phone in the first period based on the scheduling plan of the first employee when the first employee logs in; searching a mapping relation for carrying out number allocation on the first telephone in a first time period to obtain a number mapping relation of the first number; determining that the first phone maps to the first number in a first time period based on a number mapping relation of the first number; and providing the first number to the first employee for use during the first time period.

Fig. 13 schematically shows a block diagram of an information processing apparatus 1300 provided to a telephone according to an embodiment of the present disclosure.

As shown in fig. 13, the apparatus 1300 may include a number acquisition module 1310, a registration module 1320, and a number release module 1330. The apparatus 1300 may be provided in a phone for implementing the method described with reference to fig. 10.

The number acquisition module 1310 may, for example, perform operation S1001, configured to acquire a first number allocated to the first phone and registration information of the first number, where the registration information includes a usage time of the first number as a first period.

The registration module 1320 may perform operation S1002, for example, for registering a first number with registration information for a first period of time.

The number release module 1330 may perform, for example, operation S1003 for stopping registration of the first number and releasing the first number at the end of the first period.

Any number of modules, sub-modules, units, sub-units, or at least some of the functionality of any number of the sub-units according to embodiments of the present disclosure may be implemented in one module. Any one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be implemented as split into multiple 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-chip, a system-on-substrate, a system-on-package, an Application Specific Integrated Circuit (ASIC), or in any other reasonable manner of hardware or firmware that integrates or encapsulates the circuit, or in any one of or a suitable combination of three of software, hardware, and firmware. Alternatively, one or more of the modules, sub-modules, units, sub-units according to embodiments of the present disclosure may be at least partially implemented as computer program modules, which when executed, may perform the corresponding functions.

For example, any of the number allocation module 1210, the notification module 1220, the control module 1230, the mapping relationship setting module 1240, the pending binding relationship setting module 1250, the acquisition module 1260, the employee login module 1270, the number acquisition module 1310, the registration module 1320, and the number release module 1330 may be combined in one module to be implemented, or any of the modules may be split into a plurality of modules. Alternatively, at least some of the functionality of one or more of the modules may be combined with at least some of the functionality of other modules and implemented in one module. At least one of the identification signaling module 410, the identification signaling module 420, the identification module 430, and the information signaling module 440 may be implemented, at least in part, as hardware circuitry, such as a Field Programmable Gate Array (FPGA), a Programmable Logic Array (PLA), a system-on-chip, a system-on-substrate, a system-on-package, an Application Specific Integrated Circuit (ASIC), or as hardware or firmware, such as any other reasonable manner of integrating or packaging the circuitry, or as any one of or a suitable combination of three of software, hardware, and firmware, in accordance with embodiments of the present disclosure. Alternatively, at least one of the number allocation module 1210, the notification module 1220, the control module 1230, the mapping relation setting module 1240, the pending binding relation setting module 1250, the acquisition module 1260, the employee login module 1270, the number acquisition module 1310, the registration module 1320, and the number release module 1330 may be at least partially implemented as a computer program module, which may perform corresponding functions when executed.

Fig. 14 schematically illustrates a block diagram of an electronic device 1400 adapted to implement an information processing method for a call center according to an embodiment of the disclosure. The electronic device 1400 illustrated in fig. 14 is merely an example and should not be construed to limit the functionality and scope of use of embodiments of the present disclosure in any way.

As shown in fig. 14, an electronic device 1400 according to an embodiment of the present disclosure includes a processor 1401 that can perform various appropriate actions and processes according to a program stored in a Read Only Memory (ROM) 1402 or a program loaded from a storage section 1408 into a Random Access Memory (RAM) 1403. The processor 1401 may include, for example, a general purpose microprocessor (e.g., a CPU), an instruction set processor and/or an associated chipset and/or a special purpose microprocessor (e.g., an Application Specific Integrated Circuit (ASIC)), or the like. The processor 1401 may also include on-board memory for caching purposes. The processor 1401 may comprise a single processing unit or a plurality of processing units for performing different actions of the method flows described with reference to fig. 3-11.

In the RAM1403, various programs and data necessary for the operation of the electronic device 1400 are stored. The processor 1401, ROM 1402, and RAM1403 are connected to each other through a bus 1404. The processor 1401 performs various operations of the method flow according to the embodiment of the present disclosure by executing programs in the ROM 1402 and/or the RAM 1403. Note that the program may be stored in one or more memories other than the ROM 1402 and the RAM 1403. The processor 1401 may also perform various operations of the method flows described with reference to fig. 3-11 by executing programs stored in one or more memories.

According to an embodiment of the disclosure, the electronic device 1400 may also include an input/output (I/O) interface 1405, the input/output (I/O) interface 1405 also being connected to the bus 1404. The system 1400 may also include one or more of the following components connected to the I/O interface 1405: an input section 1406 including a keyboard, a mouse, and the like; an output portion 1407 including a Cathode Ray Tube (CRT), a Liquid Crystal Display (LCD), and the like, a speaker, and the like; a storage section 1408 including a hard disk or the like; and a communication section 1409 including a network interface card such as a LAN card, a modem, and the like. The communication section 1409 performs communication processing via a network such as the internet. The drive 1410 is also connected to the I/O interface 1405 as needed. Removable media 1411, such as magnetic disks, optical disks, magneto-optical disks, semiconductor memory, and the like, is installed as needed on drive 1410 so that a computer program read therefrom is installed as needed into storage portion 1408.

According to embodiments of the present disclosure, the method flow according to embodiments of the present disclosure may be implemented as a computer software program. 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 comprising program code for performing the method shown in the flowcharts. In such an embodiment, the computer program can be downloaded and installed from a network via the communication portion 1409 and/or installed from the removable medium 1411. The above-described functions defined in the system of the embodiments of the present disclosure are performed when the computer program is executed by the processor 1401. The systems, devices, apparatus, modules, units, etc. described above may be implemented by computer program modules according to embodiments of the disclosure.

The present disclosure also provides a computer-readable storage medium that may be embodied in the apparatus/device/system described in the above embodiments; or may exist alone without being assembled into the apparatus/device/system. The computer-readable storage medium carries one or more programs that when executed implement the methods described above with reference to fig. 3-11.

According to embodiments of the present disclosure, the computer-readable storage medium may be a non-volatile computer-readable storage medium, which may include, for example, but is 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 context of this 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, the computer-readable storage medium may include ROM 1402 and/or RAM 1403 described above and/or one or more memories other than ROM 1402 and RAM 1403.

The flowcharts 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.

Those skilled in the art will appreciate that the features recited in the various embodiments of the disclosure and/or in the claims may be combined in various combinations and/or combinations, even if such combinations or combinations are not explicitly recited in the disclosure. In particular, the features recited in the various embodiments of the present disclosure and/or the claims may be variously combined and/or combined without departing from the spirit and teachings of the present disclosure. All such combinations and/or combinations fall within the scope of the present disclosure.

The embodiments of the present disclosure are described above. However, these examples are for illustrative purposes only and are not intended to limit the scope of the present disclosure. Although the embodiments are described above separately, this does not mean that the measures in the embodiments cannot be used advantageously in combination. The scope of the disclosure is defined by the appended claims and equivalents thereof. Various alternatives and modifications can be made by those skilled in the art without departing from the scope of the disclosure, and such alternatives and modifications are intended to fall within the scope of the disclosure.

Claims

1. An information processing method for a call center is applied to a server and comprises the following steps:

distributing the first number to the first telephone in a first time period based on the number mapping relation of the first number;

transmitting registration information of the first number to the first telephone so that the first telephone registers the first number by using the registration information in the first time period, wherein the registration information comprises the use time of the first number as the first time period; and

controlling the first telephone to stop registering the first number and release the first number when the first time period is over;

The number mapping relation setting process is as follows:

acquiring a scheduling plan defining phones occupied during at least one time period, wherein the at least one time period includes the first time period, and the phones occupied during the first time period include the first phones;

selecting a number from a number resource pool that is not bound by a phone other than the first phone during the first period of time, including: removing the numbers which are recorded in the pending binding relationship and bound with the first time period from the number resource pool, and then selecting one number from the rest numbers to bind, wherein the number selected from the number resource pool for binding is the first number;

establishing a mapping relation between the first number and the first time period as well as between the first number and the first telephone to obtain the number mapping relation; and

binding the first number with the first time period specified in the scheduling plan to update the pending binding relationship.

2. The method of claim 1, wherein the method further comprises:

setting a number mapping relation of the first number, wherein the first number corresponds to one phone in each of at least one time period in the number mapping relation of the first number, wherein the first number is mapped to the first phone in the first time period, and the first time period comprises one time period or a plurality of continuous time periods in the at least one time period.

3. The method of claim 2, wherein the setting the number mapping relationship of the first number further comprises:

acquiring a scheduling plan of a first employee, wherein the scheduling plan of the first employee prescribes that the first employee occupies the first phone in the first time period;

based on the scheduling plan of the first staff, acquiring a number to be bound which is not occupied by other phones in the first time period according to the binding relation to be processed; and

and taking the number to be bound as the first number, setting the mapping relation of the first number, and mapping the first number to the first phone in the first time period.

4. A method according to claim 1 or 3, wherein the method further comprises:

setting the first number to be used in the first time period in the binding relation to be processed; wherein the pending binding relationship is for specifying a number to be used in each of at least one time period, wherein the first time period comprises one or more consecutive time periods of the at least one time period.

5. The method of claim 4, wherein prior to said assigning the first number to the first phone during the first time period, the method further comprises:

And when the current time reaches the beginning of the first time period, acquiring the first number and the first time period from the binding relation to be processed.

6. A method according to claim 3, wherein the method further comprises:

when the first staff logs in, determining that the first phone is occupied by the first staff in a first time period based on a scheduling plan of the first staff;

searching a mapping relation for carrying out number allocation on the first telephone in the first time period to obtain a number mapping relation of the first number;

determining that the first phone maps to the first number in the first time period based on the number mapping relation of the first number; and

and providing the first number for the first staff to use in the first time period.

7. An information processing device for a call center, provided at a server, comprising:

the number allocation module is used for allocating the first number to the first telephone in a first time period based on the number mapping relation of the first number;

the notification module is used for sending registration information of the first number to the first telephone so that the first telephone registers the first number by utilizing the registration information in the first time period, wherein the registration information comprises the use time of the first number as the first time period; and

The control module is used for controlling the first telephone to stop registering the first number and releasing the first number when the first time period is over;

the mapping relation setting module is used for:

8. An electronic device, comprising:

one or more memories storing executable instructions; and

one or more processors executing the executable instructions to implement:

the method according to any one of claims 1 to 6.

9. A computer-readable storage medium having stored thereon executable instructions that, when executed by a processor, cause the processor to perform:

the method according to any one of claims 1 to 6.