CN113923306A - Internet online voice communication method and device and electronic equipment - Google Patents
Internet online voice communication method and device and electronic equipment Download PDFInfo
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- CN113923306A CN113923306A CN202111191174.7A CN202111191174A CN113923306A CN 113923306 A CN113923306 A CN 113923306A CN 202111191174 A CN202111191174 A CN 202111191174A CN 113923306 A CN113923306 A CN 113923306A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
- H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
- H04L51/046—Interoperability with other network applications or services
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L63/00—Network architectures or network communication protocols for network security
- H04L63/04—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks
- H04L63/0407—Network architectures or network communication protocols for network security for providing a confidential data exchange among entities communicating through data packet networks wherein the identity of one or more communicating identities is hidden
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
Abstract
The invention relates to the technical field of computers, in particular to an internet online voice communication method, an internet online voice communication device and electronic equipment, wherein the internet online voice communication device comprises the following components: the method comprises the steps that a webpage side obtains configuration information of an outbound center and configuration information of current user login of a service center, and the service center is in communication connection with the outbound center; the webpage side detects the outbound center in real time; when detecting that the outbound center is in an idle state, the outbound center reads an outbound task in the service center; the outbound center makes an outbound to the outbound task to obtain an outbound result; and the outbound center carries out corresponding outbound processing on the outbound task according to the outbound result. The invention utilizes the webpage end to monitor the state of the outbound center in real time and automatically outbound the outbound task of the service center; according to the intelligent prediction of the outbound call in the idle state of the seat, when the user is connected, the user is intelligently distributed to the idle seat, meanwhile, the user is intelligently matched with customer service, and the user can more accurately respond.
Description
Technical Field
The invention relates to the technical field of computers, in particular to an internet online voice communication method, an internet online voice communication device and electronic equipment.
Background
In modern business offices, there are many functions that require the use of an outbound call center, such as telemarketing, customer service centers, anti-fraud platforms, hasty systems, etc. Traditional office needs the seat to call out according to the list manually, not only calls out inefficiency, adopts the plaintext cell-phone number to dial moreover, reveals customer information easily, because dial by hand generally does not have the recording, does not well trace the result and do the pronunciation quality control to cause the loss to the company. When a client calls a call and needs a plurality of people to collaboratively answer a question, the efficiency is low, the client source generally needs to make a call or obtain the answer of the client through various channels, sometimes the office in different places needs to make a call for consultation, and the collaboration efficiency is low; when a customer calls in, the traditional telephone has no voice navigation, the customer service object found by the customer is single, and the customer often cannot obtain satisfactory answers because the special customer service in the segment field is not provided, so that the customer is possibly lost, and the loss is caused to a company.
Disclosure of Invention
The invention provides an internet online voice communication method, an internet online voice communication device and electronic equipment, which are used for protecting client information, effectively saving manual dialing, improving outbound efficiency and saving expenditure on personnel.
An embodiment of the present specification provides an internet online voice communication method, including:
the method comprises the steps that a webpage side obtains configuration information of an outbound center and configuration information of current user login of a service center, and the service center is in communication connection with the outbound center;
the webpage side detects the outbound center in real time;
when detecting that the outbound center is in an idle state, the outbound center reads an outbound task in the service center;
the outbound center makes an outbound to the outbound task to obtain an outbound result;
and the outbound center carries out corresponding outbound processing on the outbound task according to the outbound result.
Preferably, the method further comprises the following steps:
when a client calls in, the outbound center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service seats to the customers according to the analysis result.
Preferably, after the communicatively connecting the service center and the outbound center, the method includes:
the service center encrypts the identity token of the configuration information logged in by the current user;
and the outbound center authenticates the encrypted identity token.
Preferably, the outbound center reads the outbound task in the service center, and the reading of the outbound task includes:
the service center encrypts the client information of the outbound task;
and the outbound center reads the outbound task and the encrypted customer information from the service center.
Preferably, the outbound center makes an outbound call to the outbound task, including:
and the outbound center calls a WebSocket protocol and performs outbound on the client corresponding to the outbound task by combining webpage real-time communication and encrypted user information.
Preferably, the outbound center performs corresponding processing on the outbound task according to the outbound result, including:
and when the customer is connected, the outbound center allocates the seats to the customer according to the idle state of the current seats.
Preferably, the step of allocating the agent to the client by the outbound center according to the idle state of the current agent includes:
when a person corresponding to a seat is disconnected from a customer call network, after the network is recovered, the outbound center recovers to the working state before the network is disconnected, and the outbound center records the current abnormal event to an abnormal call log;
and when the call between the personnel corresponding to the seat and the client is finished, the outbound center generates a call recording file for quality inspection of the call recording file by the service center.
An embodiment of the present specification further provides an internet online voice communication apparatus, including:
the connection module is used for acquiring configuration information of an outbound center and configuration information of current user login of a service center by a webpage end and carrying out communication connection on the service center and the outbound center;
the detection module is used for detecting the outbound center in real time by the webpage end;
the first judgment module is used for reading an outbound task in the service center by the outbound center when the outbound center is detected to be in an idle state;
the outbound module is used for the outbound center to outbound the outbound task to obtain an outbound result;
and the processing module is used for the outbound center to correspondingly process the outbound task according to the outbound result.
An electronic device, wherein the electronic device comprises:
a processor and a memory storing a computer executable program which, when executed, causes the processor to perform any of the methods described above.
A computer readable storage medium, wherein the computer readable storage medium stores one or more programs which, when executed by a processor, implement the method of any of the above.
The invention monitors the state of the outbound center in real time by establishing the communication connection between the service center and the outbound center, and automatically performs outbound to the outbound task of the service center according to the state of the outbound center, thereby improving the outbound efficiency and saving a large amount of labor cost.
Drawings
The accompanying drawings, which are included to provide a further understanding of the application and are incorporated in and constitute a part of this application, illustrate embodiment(s) of the application and together with the description serve to explain the application and not to limit the application. In the drawings:
fig. 1 is a schematic diagram illustrating a method for internet online voice communication according to an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of an internet online voice communication apparatus provided in an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of an electronic device provided in an embodiment of the present disclosure;
fig. 4 is a schematic diagram of a computer-readable medium provided in an embodiment of the present specification.
Detailed Description
Exemplary embodiments of the present invention will now be described more fully with reference to the accompanying drawings. The exemplary embodiments, however, may be embodied in many different forms and should not be construed as limited to the embodiments set forth herein. Rather, these exemplary embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the invention to those skilled in the art. The same reference numerals denote the same or similar elements, components, or parts in the drawings, and thus their repetitive description will be omitted.
Features, structures, characteristics or other details described in a particular embodiment do not preclude the fact that the features, structures, characteristics or other details may be combined in a suitable manner in one or more other embodiments in accordance with the technical idea of the invention.
In describing particular embodiments, the present invention has been described with reference to features, structures, characteristics or other details that are within the purview of one skilled in the art to provide a thorough understanding of the embodiments. One skilled in the relevant art will recognize, however, that the invention may be practiced without one or more of the specific features, structures, characteristics, or other details.
The diagrams depicted in the figures are exemplary only, and do not necessarily include all of the contents and operations/steps, nor do they necessarily have to be performed in the order depicted. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the actual execution sequence may be changed according to the actual situation.
The block diagrams shown in the figures are functional entities only and do not necessarily correspond to physically separate entities. I.e. these functional entities may be implemented in the form of software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor means and/or microcontroller means.
The term "and/or" and/or "includes all combinations of any one or more of the associated listed items.
Referring to fig. 1, a schematic diagram of an internet online voice communication method provided in an embodiment of the present disclosure includes:
s101: the method comprises the steps that a webpage side obtains configuration information of an outbound center and configuration information of current user login of a service center, and the service center is in communication connection with the outbound center;
in a preferred embodiment of the invention, a webpage end realizes the connection with a background websocket or webrtc login Google browser of a system by acquiring the configuration information of the current user login of a service system and reading the configuration information of a softphone, transmits an encrypted token to the background authentication of an outbound center, displays the login success after the authentication is passed, then the outbound center is started successfully, and then the system can call the outbound center to carry out outbound call, incoming call, intelligent language incoming call and intelligent perception outbound call, and simultaneously the outbound center can show the work of ringing, connection, call duration, hang-up, seat state switching and the like. By the method, the system automatically and intelligently predicts the outbound according to the idle state of the seat under the condition that the seat does not need to manually go to the outbound, and intelligently allocates the user to the idle seat after the user is connected.
S102: the webpage side detects the outbound center in real time;
in a preferred embodiment of the present invention, the web page detects the idle state and other states of the outbound center in real time through the communication connection established between the service center and the outbound center, and implements the function call to the outbound center according to the state of the outbound center, and implements the functions of intelligent outbound, outbound prediction, and the like.
S103: when detecting that the outbound center is in an idle state, the outbound center reads an outbound task in the service center;
in the preferred embodiment of the invention, the computer is used for automatically calling out, so that one outgoing call is saved, when the computer detects that the outgoing call center is in an idle state, the outgoing call is automatically called out, and after a client is connected, the client is intelligently distributed to an idle seat, so that the seat dialing efficiency and the company performance are greatly improved. Wherein the assessment of idle time includes, but is not limited to, a preset time when the outbound center is not outbound.
S104: the outbound center makes an outbound to the outbound task to obtain an outbound result;
in a preferred embodiment of the present invention, when the outbound center makes an outbound call to the outbound task, the outbound center is fed back different outbound results, which include that the client does not answer, the client hangs up after being connected, and the like, so that the subsequent outbound center performs different processing on different clients and client information according to different outbound results.
S105: and the outbound center carries out corresponding outbound processing on the outbound task according to the outbound result.
In a preferred embodiment of the present invention, since the outbound results are diverse, different outbound results should be preset with different processing manners, and when the outbound center receives feedback, the outbound results are matched with the preset processing manners according to the outbound results to complete the outbound task, where the preset processing manners include intelligent seat allocation, outbound task stopping for the user, network exception flag, hang-up flag, and the like. By means of the method, the outbound task is rapidly processed, outbound processing efficiency is improved, and labor cost is reduced.
Further, still include:
when a client calls in, the outbound center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service seats to the customers according to the analysis result.
In a preferred embodiment of the invention, when a client calls in, the outbound center can acquire the problem consulted by the client, then perform language identification processing on the consulted problem, analyze the information content of the consulted problem to obtain key elements of the consulted problem, then perform customer service seat matching on the key elements by the outbound center, perform answer to the consulted problem by matching the best customer service for the client, and enable the incoming client to find the customer service which is matched relatively by the incoming client in a short time to solve the problem.
Further, after the communicatively connecting the service center and the outbound center, the method includes:
the service center encrypts the identity token of the configuration information logged in by the current user;
and the outbound center authenticates the encrypted identity token.
In the preferred embodiment of the invention, the identity token encryption is carried out on the configuration information logged in by the current user through the service center, the security of the configuration information logged in by the user is ensured, then the configuration information logged in by the user carrying the encrypted identity token is sent to the outbound call center, and the outbound call center authenticates the encrypted identity token, so that the process of logging in the outbound call center is omitted, the time is saved, and the information security is improved.
Further, the outbound center reads the outbound task in the service center, and the reading of the outbound task includes:
the service center encrypts the client information of the outbound task;
and the outbound center reads the outbound task and the encrypted customer information from the service center.
In the preferred embodiment of the invention, the corresponding customer information in the outbound task is encrypted, so that the user information can be effectively protected, the encrypted telephone number call is realized, high-efficiency customer incoming line navigation and call recording records are provided, a large number of call records can provide report data for other systems, and the large-screen report display is realized. When the client information is encrypted, the client information can be encrypted by adopting asymmetric encryption or symmetric encryption, and can also be acquired through the block chain, the client information at the moment is stored in the block chain in an encrypted manner, and the block chain has stronger safety, so that the client information can be protected, and the client information is prevented from being leaked.
Further, the outbound center makes an outbound call to the outbound task, including:
and the outbound center calls a WebSocket protocol and performs outbound on the client corresponding to the outbound task by combining webpage real-time communication and encrypted user information.
In the preferred embodiment of the invention, the functions of seat outbound, ringing, voice call, hang-up, client incoming call, transfer, consultation, three-party call, intelligent incoming line prediction for outbound call, disconnection reconnection prompt, event recovery and the like are realized by calling WebSocket.
Further, the outbound center performs corresponding processing on the outbound task according to the outbound result, including:
and when the customer is connected, the outbound center allocates the seats to the customer according to the idle state of the current seats.
Further, the step of distributing the agent to the client by the outbound center according to the idle state of the current agent includes:
when a person corresponding to a seat is disconnected from a customer call network, after the network is recovered, the outbound center recovers to the working state before the network is disconnected, and the outbound center records the current abnormal event to an abnormal call log;
and when the call between the personnel corresponding to the seat and the client is finished, the outbound center generates a call recording file for quality inspection of the call recording file by the service center.
In the preferred embodiment of the invention, the outbound center automatically and intelligently predicts the outbound according to the idle state of the seat, and intelligently distributes the client to the idle seat after the client is connected, so that the agent dialing efficiency and the company performance are greatly improved. After the communication between the client and the customer service staff is finished, the outbound center can generate and store the call content record into a call record file, so that the outbound center can be conveniently used when the call content needs to be subjected to quality inspection later.
In the preferred embodiment of the present invention, the present invention can access a common address phone or a desktop system softphone terminal to realize the function of a call center when WebRTC (Web Real-Time Communication) is not configured. Through the above, the web page end WebSocket and WebRTC voice communication method of the invention realizes that telephone communication is converted into Internet on-line voice communication service, when the seat starts the WebRTC function, the customer service functions of calling in, calling out, predicting outbound and the like can be realized only by one networking computer, wherein the WebRTC built in a browser can replace the traditional address phone, so that the money for purchasing the phone is saved.
In the preferred embodiment of the invention, step 1, establish the connection of the center of calling out and service center; step 2, monitoring various states of the outbound center in real time, and acquiring an outbound task; step 3, the outbound center makes an outbound call to the outbound task to obtain an outbound result; and 4, processing the outbound result.
Step 1 may refer to the configuration information of the outbound center obtained by the web page side and the configuration information of the current user login of the service center in the above embodiment, and perform communication connection between the service center and the outbound center; "step 2 may refer to" the web page detects the outbound center in real time in the above embodiment; when detecting that the outbound center is in an idle state, the outbound center reads an outbound task in the service center; "in step 3, the outbound task is outbound to the outbound center to obtain an outbound result; "step 4 may refer to the above embodiment, and" when a customer connects, the outbound center allocates an agent to the customer according to the idle state of the current agent. When a person corresponding to a seat is disconnected from a customer call network, after the network is recovered, the outbound center recovers to the working state before the network is disconnected, and the outbound center records the current abnormal event to an abnormal call log; and when the call between the personnel corresponding to the seat and the client is finished, the outbound center generates a call recording file for quality inspection of the call recording file by the service center. "is described.
Fig. 2 is a schematic structural diagram of an internet online voice communication apparatus provided in an embodiment of the present specification, including:
the connection module 201 is used for the webpage side to acquire configuration information of the outbound center and configuration information of the current user login of the service center, and to perform communication connection between the service center and the outbound center;
the detection module 202 is configured to detect the outbound center in real time by the web page side;
a first judging module 203, configured to, when detecting that the outbound center is in an idle state, read, by the outbound center, an outbound task in the service center;
the outbound module 204 is used for the outbound center to outbound the outbound task to obtain an outbound result;
and the processing module 205 is configured to perform corresponding processing on the outbound task by the outbound center according to the outbound result.
Further, still include:
the call-in module is used for acquiring consultation problems of the client by the call-out center when the client calls in;
and the seat allocation module is used for analyzing the consultation problem by the outbound center and allocating matched customer service seats to the customers according to the analysis result.
Further, the first determining module 203 includes:
the encryption unit is used for encrypting the client information of the outbound task by the service center;
and the information reading unit is used for reading the outbound task and the encrypted client information by the outbound center in the service center.
Further, the outbound module 204 includes:
and the outbound unit is used for calling a WebSocket protocol by the outbound center and carrying out outbound on the client corresponding to the outbound task by combining webpage real-time communication and encrypted user information.
Further, the processing module 205 includes:
the first state unit is used for allocating seats to the client by the outbound center according to the idle state of the current seat when the client is connected;
the second state unit is used for recovering the outbound center to the working state before the network is disconnected after the network is recovered when the communication network between the personnel corresponding to the seat and the client is disconnected, and the outbound center records the current abnormal event to an abnormal communication log;
and the third state unit is used for generating a call recording file by the outbound center when the call between the personnel corresponding to the seat and the client is finished, and the call recording file is subjected to quality inspection by the service center.
The functions of the apparatus in the embodiment of the present invention have been described in the above method embodiments, so that reference may be made to the related descriptions in the foregoing embodiments for details that are not described in the present embodiment, and further details are not described herein.
Based on the same inventive concept, the embodiment of the specification further provides the electronic equipment.
In the following, embodiments of the electronic device of the present invention are described, which may be regarded as specific physical implementations for the above-described embodiments of the method and apparatus of the present invention. Details described in the embodiments of the electronic device of the invention should be considered supplementary to the embodiments of the method or apparatus described above; for details which are not disclosed in embodiments of the electronic device of the invention, reference may be made to the above-described embodiments of the method or the apparatus.
Fig. 3 is a schematic structural diagram of an electronic device provided in an embodiment of the present specification. An electronic device 300 according to this embodiment of the invention is described below with reference to fig. 3. The electronic device 300 shown in fig. 3 is only an example, and should not bring any limitation to the functions and the scope of use of the embodiments of the present invention.
As shown in fig. 3, electronic device 300 is embodied in the form of a general purpose computing device. The components of electronic device 300 may include, but are not limited to: at least one processing unit 310, at least one memory unit 320, a bus 330 connecting different device components (including the memory unit 320 and the processing unit 310), a display unit 340, and the like.
Wherein the storage unit stores program code executable by the processing unit 310 to cause the processing unit 310 to perform the steps according to various exemplary embodiments of the present invention described in the above-mentioned processing method section of the present specification. For example, the processing unit 310 may perform the steps as shown in fig. 1.
The storage unit 320 may include readable media in the form of volatile storage units, such as a random access memory unit (RAM)3201 and/or a cache storage unit 3202, and may further include a read only memory unit (ROM) 3203.
The storage unit 320 may also include a program/utility 3204 having a set (at least one) of program modules 3205, such program modules 3205 including, but not limited to: an operating device, one or more application programs, other program modules, and program data, each of which, or some combination thereof, may comprise an implementation of a network environment.
The electronic device 300 may also communicate with one or more external devices 400 (e.g., keyboard, pointing device, bluetooth device, etc.), with one or more devices that enable a user to interact with the electronic device 300, and/or with any devices (e.g., router, modem, etc.) that enable the electronic device 300 to communicate with one or more other computing devices. Such communication may occur via an input/output (I/O) interface 350. Also, the electronic device 300 may communicate with one or more networks (e.g., a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the internet) via the network adapter 360. Network adapter 360 may communicate with other modules of electronic device 300 via bus 330. It should be appreciated that although not shown in FIG. 3, other hardware and/or software modules may be used in conjunction with electronic device 300, including but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID devices, tape drives, and data backup storage devices, to name a few.
Through the above description of the embodiments, those skilled in the art will readily understand that the exemplary embodiments of the present invention described herein may be implemented by software, or by software in combination with necessary hardware. Therefore, the technical solution according to the embodiment of the present invention can be embodied in the form of a software product, which can be stored in a computer-readable storage medium (which can be a CD-ROM, a usb disk, a removable hard disk, etc.) or on a network, and includes several instructions to make a computing device (which can be a personal computer, a server, or a network device, etc.) execute the above-mentioned method according to the present invention. The computer program, when executed by a data processing apparatus, enables the computer readable medium to implement the above-described method of the invention, namely: such as the method shown in fig. 1.
Fig. 4 is a schematic diagram of a computer-readable medium provided in an embodiment of the present disclosure.
A computer program implementing the method shown in fig. 1 may be stored on one or more computer readable media. The computer readable medium may be a readable signal medium or a readable storage medium. The readable storage medium may be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor device, apparatus, or device, or a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.
The computer readable storage medium may include a propagated data signal with readable program code embodied therein, for example, in baseband or as part of a carrier wave. Such a propagated data signal may take many forms, including, but not limited to, electro-magnetic, optical, or any suitable combination thereof. A readable storage medium may also be any readable medium that is not a readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution apparatus, device, or apparatus. Program code embodied on a readable storage medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Program code for carrying out operations for aspects of the present invention may be written in any combination of one or more programming languages, including an object oriented programming language such as Java, C + + or the like and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computing device, partly on the user's device, as a stand-alone software package, partly on the user's computing device and partly on a remote computing device, or entirely on the remote computing device or server. In the case of a remote computing device, the remote computing device may be connected to the user computing device through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computing device (e.g., through the internet using an internet service provider).
In summary, the invention may be implemented in hardware, or in software modules running on one or more processors, or in a combination thereof. Those skilled in the art will appreciate that some or all of the functionality of some or all of the components in embodiments in accordance with the invention may be implemented in practice using a general purpose data processing device such as a microprocessor or a Digital Signal Processor (DSP). The present invention may also be embodied as apparatus or device programs (e.g., computer programs and computer program products) for performing a portion or all of the methods described herein. Such programs implementing the present invention may be stored on computer-readable media or may be in the form of one or more signals. Such a signal may be downloaded from an internet website or provided on a carrier signal or in any other form.
While the foregoing embodiments have described the objects, aspects and advantages of the present invention in further detail, it should be understood that the present invention is not inherently related to any particular computer, virtual machine or electronic device, and various general-purpose machines may be used to implement the present invention. The invention is not to be considered as limited to the specific embodiments thereof, but is to be understood as being modified in all respects, all changes and equivalents that come within the spirit and scope of the invention.
The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments.
The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.
Claims (10)
1. An internet online voice communication method, comprising:
the method comprises the steps that a webpage side obtains configuration information of an outbound center and configuration information of current user login of a service center, and the service center is in communication connection with the outbound center;
the webpage side detects the outbound center in real time;
when detecting that the outbound center is in an idle state, the outbound center reads an outbound task in the service center;
the outbound center makes an outbound to the outbound task to obtain an outbound result;
and the outbound center carries out corresponding outbound processing on the outbound task according to the outbound result.
2. The internet online voice communication method of claim 1, further comprising:
when a client calls in, the outbound center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service seats to the customers according to the analysis result.
3. An internet online voice communication method according to any of claims 1-2, characterized in that after said communication connection between said service center and said outbound center, it comprises:
the service center encrypts the identity token of the configuration information logged in by the current user;
and the outbound center authenticates the encrypted identity token.
4. An internet online voice communication method according to any of claims 1-3, characterized in that the outbound center reads the outbound task at the service center, comprising:
the service center encrypts the client information of the outbound task;
and the outbound center reads the outbound task and the encrypted customer information from the service center.
5. An internet online voice communication method according to any of claims 1-4, characterized in that the outbound center outbound the outbound task comprises:
and the outbound center calls a WebSocket protocol and performs outbound on the client corresponding to the outbound task by combining webpage real-time communication and encrypted user information.
6. The internet online voice communication method according to any one of claims 1 to 5, wherein the outbound center performs corresponding processing on the outbound task according to the outbound result, including:
and when the customer is connected, the outbound center allocates the seats to the customer according to the idle state of the current seats.
7. An internet online voice communication method according to any one of claims 1-6, characterized in that the outbound center allocates an agent to the customer according to the idle status of the current agent, comprising:
when a person corresponding to a seat is disconnected from a customer call network, after the network is recovered, the outbound center recovers to the working state before the network is disconnected, and the outbound center records the current abnormal event to an abnormal call log;
and when the call between the personnel corresponding to the seat and the client is finished, the outbound center generates a call recording file for quality inspection of the call recording file by the service center.
8. An internet online voice communication apparatus, comprising:
the connection module is used for acquiring configuration information of an outbound center and configuration information of current user login of a service center by a webpage end and carrying out communication connection on the service center and the outbound center;
the detection module is used for detecting the outbound center in real time by the webpage end;
the first judgment module is used for reading an outbound task in the service center by the outbound center when the outbound center is detected to be in an idle state;
the outbound module is used for the outbound center to outbound the outbound task to obtain an outbound result;
and the processing module is used for the outbound center to correspondingly process the outbound task according to the outbound result.
9. An electronic device, wherein the electronic device comprises:
a processor and a memory storing computer-executable instructions that, when executed, cause the processor to perform the method of any of claims 1-7.
10. A computer readable storage medium, wherein the computer readable storage medium stores one or more programs which, when executed by a processor, implement the method of any of claims 1-7.
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