CN113923306B - Internet online voice communication method and device and electronic equipment - Google Patents
Internet online voice communication method and device and electronic equipment Download PDFInfo
- Publication number
- CN113923306B CN113923306B CN202111191174.7A CN202111191174A CN113923306B CN 113923306 B CN113923306 B CN 113923306B CN 202111191174 A CN202111191174 A CN 202111191174A CN 113923306 B CN113923306 B CN 113923306B
- Authority
- CN
- China
- Prior art keywords
- outbound
- center
- task
- service
- client
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Active
Links
- 238000004891 communication Methods 0.000 title claims abstract description 43
- 238000000034 method Methods 0.000 title claims abstract description 41
- 238000012545 processing Methods 0.000 claims abstract description 29
- 230000006870 function Effects 0.000 claims description 12
- 230000002159 abnormal effect Effects 0.000 claims description 10
- 238000004458 analytical method Methods 0.000 claims description 4
- 238000007689 inspection Methods 0.000 claims description 4
- 238000001514 detection method Methods 0.000 claims description 3
- 230000006855 networking Effects 0.000 claims 2
- 239000003795 chemical substances by application Substances 0.000 description 18
- 238000010586 diagram Methods 0.000 description 9
- 238000004590 computer program Methods 0.000 description 4
- 238000012986 modification Methods 0.000 description 3
- 230000004048 modification Effects 0.000 description 3
- 230000003287 optical effect Effects 0.000 description 3
- 239000013307 optical fiber Substances 0.000 description 2
- 230000000644 propagated effect Effects 0.000 description 2
- 238000011084 recovery Methods 0.000 description 2
- 230000005856 abnormality Effects 0.000 description 1
- 238000007792 addition Methods 0.000 description 1
- 238000003491 array Methods 0.000 description 1
- 230000000694 effects Effects 0.000 description 1
- 238000005516 engineering process Methods 0.000 description 1
- 238000012544 monitoring process Methods 0.000 description 1
- 230000008447 perception Effects 0.000 description 1
- 230000002093 peripheral effect Effects 0.000 description 1
- 238000003672 processing method Methods 0.000 description 1
- 230000000750 progressive effect Effects 0.000 description 1
- 230000003252 repetitive effect Effects 0.000 description 1
- 239000004065 semiconductor Substances 0.000 description 1
Classifications
-
- 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
-
- 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
-
- 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
-
- 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
Landscapes
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Computer Networks & Wireless Communication (AREA)
- Computer Security & Cryptography (AREA)
- Business, Economics & Management (AREA)
- Marketing (AREA)
- Computer Hardware Design (AREA)
- Computing Systems (AREA)
- General Engineering & Computer Science (AREA)
- Telephonic Communication Services (AREA)
Abstract
The application 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, which comprise the following steps: the method comprises the steps that a webpage end obtains configuration information of an outbound center and configuration information of a current user login of a service center, and the service center is in communication connection with the outbound center; the webpage end 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 from the service center; the outbound center performs outbound on 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 application utilizes the web page end to monitor the state of the outbound center in real time and automatically outbound the outbound task of the service center; and intelligently predicting outbound according to the seat idle state, intelligently distributing the user to the idle seat after the user is connected, and intelligently matching customer service for the user at the same time, so that the user can answer more accurately.
Description
Technical Field
The present application relates to the field of computer technologies, and in particular, to an internet online voice communication method, an internet online voice communication device, and an electronic device.
Background
In modern business offices, there are many functions that require use to an outbound center, such as telemarketing, customer service centers, anti-fraud platforms, revenue generation systems, etc. The traditional office requires the agent to manually call out according to the list, so that the call-out efficiency is low, and the client information is easy to leak by dialing by adopting a plaintext mobile phone number. When a customer calls in and answers questions with cooperation of multiple persons, the efficiency is low, a customer source usually needs to answer or get the answers of the customer through various channels, sometimes, the customer needs to make a call for consultation in different places, and the cooperative efficiency is low; when a customer calls in, the traditional telephone does not have voice navigation, and the customer finds out a single customer service object, so that the customer is not easy to obtain a satisfactory answer because the customer does not provide special customer service for the subdivision area, and the customer is likely to be lost, so that the loss is caused to a company.
Disclosure of Invention
The application provides an internet online voice communication method, an internet online voice communication device and electronic equipment, which are used for protecting customer information, effectively omitting manual dialing, improving outbound efficiency and simultaneously saving expenditure on personnel.
The embodiment of the specification provides an internet online voice communication method, which comprises the following steps:
the method comprises the steps that a webpage end obtains configuration information of an outbound center and configuration information of a current user login of a service center, and the service center is in communication connection with the outbound center;
the webpage end 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 from the service center;
the outbound center performs outbound on 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:
when a client calls in, the calling-out center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service agents to the customers according to an analysis result.
Preferably, after said communication connection is made between said service center and said outbound center, the method comprises:
the service center encrypts the identity token of the configuration information logged in by the current user;
the outbound center authenticates the encrypted identity token.
Preferably, the outbound call center reads outbound call tasks from the service center, including:
the service center encrypts the client information of the outbound task;
and the outbound center reads the outbound task and the encrypted client information from the service center.
Preferably, the outbound center performs outbound on 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 the real-time communication of the webpage and the encrypted user information.
Preferably, the outbound center performs corresponding processing on the outbound task according to the outbound result, including:
when the client is connected, the outbound center distributes the agents to the client according to the idle state of the current agents.
Preferably, the call-out center allocates an agent to the client according to an idle state of a current agent, including:
when a person corresponding to a seat disconnects from a customer call network, after the network is restored, the outbound center restores to a working state before the network disconnection, and the outbound center records the current abnormal event to an abnormal call log;
when the conversation between the person corresponding to the seat and the customer is finished, the outbound center generates a conversation record file which is used for quality inspection of the conversation record file by the service center.
The embodiment of the specification also provides an internet online voice communication device, which comprises:
the connection module is used for acquiring configuration information of an outbound center and configuration information of a 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 judging module is used for reading an outbound task from the service center when the outbound center is detected to be in an idle state;
the outbound module is used for outbound the outbound task by the outbound center to obtain an outbound result;
and the processing module is used for correspondingly processing the outbound task according to the outbound result by the outbound center.
An electronic device, wherein the electronic device comprises:
a processor and a memory storing a computer executable program that when executed causes the processor to perform the method of any of the preceding claims.
A computer readable storage medium storing one or more programs which, when executed by a processor, implement the method of any of the preceding claims.
According to the application, the communication connection between the service center and the outbound center is established, the outbound center state is monitored in real time, and the outbound task of the service center is automatically outbound according to the outbound center state, so that the outbound efficiency is improved, and a large amount of labor cost is saved.
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 specification, illustrate embodiments of the application and together with the description serve to explain the application and do not constitute a limitation on the application. In the drawings:
fig. 1 is a schematic diagram of an internet online voice communication method according to an embodiment of the present disclosure;
fig. 2 is a schematic structural diagram of an internet online voice communication device according to an embodiment of the present disclosure;
fig. 3 is a schematic structural diagram of an electronic device according to an embodiment of the present disclosure;
fig. 4 is a schematic diagram of a computer readable medium according to an embodiment of the present disclosure.
Detailed Description
Exemplary embodiments of the present application will now be described more fully with reference to the accompanying drawings. However, the exemplary embodiments can 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 application to those skilled in the art. The same reference numerals in the drawings denote the same or similar elements, components or portions, and thus a repetitive description thereof will be omitted.
The features, structures, characteristics or other details described in a particular embodiment do not exclude that may be combined in one or more other embodiments in a suitable manner, without departing from the technical idea of the application.
In the description of specific embodiments, features, structures, characteristics, or other details described in the present application are provided to enable one skilled in the art to fully understand the embodiments. However, it is not excluded that one skilled in the art may practice the present application without one or more of the specific features, structures, characteristics, or other details.
The drawings shown in the figures are merely exemplary and do not necessarily include all of the content and operations/steps nor must they be performed in the order described. For example, some operations/steps may be decomposed, and some operations/steps may be combined or partially combined, so that the order of actual execution may be changed according to actual situations.
The block diagrams depicted in the figures are merely functional entities and do not necessarily correspond to physically separate entities. That is, the functional entities may be implemented in software, or in one or more hardware modules or integrated circuits, or in different networks and/or processor devices and/or microcontroller devices.
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 according to an embodiment of the present disclosure includes:
s101: the method comprises the steps that a webpage end obtains configuration information of an outbound center and configuration information of a current user login of a service center, and the service center is in communication connection with the outbound center;
in the preferred embodiment of the application, the web page end realizes the connection with the background websocket or webtc logging google browser of the system by acquiring the configuration information of the current user logging in of the service system and reading the configuration information of the soft phone, the background authentication of the incoming encrypted token to the outbound center is realized, the login is successfully displayed after the authentication is passed, then the outbound center is successfully started, and then the system can call the outbound center to carry out outbound, inbound, language intelligent inbound and intelligent perception outbound, and meanwhile, the outbound center can display the works of ringing, connection, conversation duration, hanging-up, seat state switching and the like. Under the condition that the user does not need to manually call out the seat in the mode, the system automatically and intelligently predicts the call out according to the idle state of the seat, and intelligently distributes the user to the idle seat after the user is connected.
S102: the webpage end detects the outbound center in real time;
in the preferred embodiment of the application, the webpage end detects idle states and other states of the outbound center in real time through the communication connection established between the service center and the outbound center, and the functions of calling the outbound center, intelligent outbound, prediction of outbound and the like are realized according to the states of the outbound center.
S103: when detecting that the outbound center is in an idle state, the outbound center reads an outbound task from the service center;
in the preferred embodiment of the application, the computer is used for automatically calling out, so that the manual labor is saved, the computer can automatically call out when detecting that the calling-out center is in an idle state, and the client can be intelligently distributed to idle seats after being connected, thereby greatly improving the dialing efficiency of the seats and the performance of companies. Wherein the assessment of the idle time includes, but is not limited to, a preset time when the outbound center is not outbound.
S104: the outbound center performs outbound on the outbound task to obtain an outbound result;
in the preferred embodiment of the application, when the outbound center performs outbound on the outbound task, the outbound center is fed back with different outbound results, wherein the outbound results comprise client unanswered, client hung-up after being connected and the like, so that the follow-up outbound center can process different clients and client information differently 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 the preferred embodiment of the application, because of diversity of the outbound results, different outbound results should be preset with different processing modes, and when the outbound center gets feedback, the outbound results will be matched with the preset processing modes according to the outbound results to complete the outbound tasks, and the preset processing modes include intelligent allocation of agents, stopping of the outbound tasks corresponding to the user, network abnormality marks, hang-up marks, etc. By the method, the outbound task is rapidly processed, the outbound processing efficiency is improved, and the labor cost is reduced.
Further, the method further comprises the following steps:
when a client calls in, the calling-out center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service agents to the customers according to an analysis result.
In the preferred embodiment of the application, when a client calls in, the outbound center can acquire the problem of client consultation, then carries out language identification processing on the consultation problem, analyzes the information content of the consultation problem to obtain key elements of the consultation problem, then carries out customer service seat matching on the key elements, and carries out answer of the consultation problem for the client matched with the best customer service.
Further, after the communication connection is performed between 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;
the outbound center authenticates the encrypted identity token.
In the preferred embodiment of the application, the service center encrypts the identity token of the configuration information logged in by the current user, ensures the safety of the configuration information logged in by the user, then sends the configuration information logged in by the user carrying the encrypted identity token to the outbound center, and the outbound center authenticates the encrypted identity token, thereby realizing the purposes of saving time and increasing the information safety by omitting the process of logging in the outbound center.
Further, the outbound call center reads outbound call tasks from the service center, including:
the service center encrypts the client information of the outbound task;
and the outbound center reads the outbound task and the encrypted client information from the service center.
In the preferred embodiment of the application, the user information can be effectively protected by encrypting the corresponding client information in the outbound task, the encrypted telephone number call is realized, and meanwhile, high-efficiency client incoming line navigation and call record are provided, a large number of call records can provide report data for other systems, and 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, the client information can be obtained through the blockchain, the client information at the moment is stored in the blockchain in an encrypted mode, and the blockchain has high safety, so that the client information can be protected, and the client information is prevented from being leaked.
Further, the outbound center performs outbound on 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 the real-time communication of the webpage and the encrypted user information.
In the preferred embodiment of the application, the functions of calling WebSocket to realize the calling out of the seat, ringing, voice call, hanging up, calling in of the client, transferring, consultation, three-way call, intelligent incoming line prediction, reconnection prompting of broken line, event recovery and the like are realized.
Further, the outbound center performs corresponding processing on the outbound task according to the outbound result, including:
when the client is connected, the outbound center distributes the agents to the client according to the idle state of the current agents.
Further, the call-out center allocates an agent to the client according to the idle state of the current agent, including:
when a person corresponding to a seat disconnects from a customer call network, after the network is restored, the outbound center restores to a working state before the network disconnection, and the outbound center records the current abnormal event to an abnormal call log;
when the conversation between the person corresponding to the seat and the customer is finished, the outbound center generates a conversation record file which is used for quality inspection of the conversation record file by the service center.
In the preferred embodiment of the application, the outbound center automatically predicts outbound according to the idle state of the seat, and intelligently distributes the customer to the idle seat after the customer is connected, thereby greatly improving the dialing efficiency of the seat and the performance of the company. After the call between the customer and the customer service personnel is finished, the outbound center can record the call content to generate a call record file and store the call record file, so that the call record file is convenient to use when the quality of the call content is required to be checked later.
In the preferred embodiment of the application, the application can be accessed into a common address telephone or a desktop system soft telephone terminal when WebRTC (Web Real-Time Communication) is not configured, and can realize the function of a call center. Through the WebSocket and WebRTC voice communication method, the telephone communication is converted into the internet online voice communication service, and when the WebRTC function is started by the seat, the customer service functions such as incoming call, outgoing call and outgoing call prediction can be realized by only one internet-connected computer, wherein the WebRTC built-in browser can replace a traditional address phone, money for buying the phone is saved, the system can be connected into a common IP phone or a desktop system soft phone terminal when the WebRTC is not configured, and the function of an outgoing call center is realized.
In the preferred embodiment of the present application, step 1, establishing connection between an outbound center and a service center; step 2, monitoring various states of the outbound center in real time, and acquiring outbound tasks; step 3, the outbound center performs outbound on the outbound task to obtain an outbound result; and step 4, processing the outbound result.
Step 1, the method can refer to the above embodiment to obtain configuration information of an outbound center and configuration information of a current user login of a service center from a web page end, and perform communication connection between the service center and the outbound center; step 2 may refer to the description of "the web page end 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 from the service center; in the description of the foregoing, step 3 may refer to "outbound the outbound center performs outbound on the outbound task to obtain an outbound result in the foregoing embodiment; "step 4 may refer to the description of" when a customer is on, the call-out center assigns an agent to the customer according to the idle state of the current agent "in the above embodiment. When a person corresponding to a seat disconnects from a customer call network, after the network is restored, the outbound center restores to a working state before the network disconnection, and the outbound center records the current abnormal event to an abnormal call log; when the conversation between the person corresponding to the seat and the customer is finished, the outbound center generates a conversation record file which is used for quality inspection of the conversation record file by the service center. "description of the application.
Fig. 2 is a schematic structural diagram of an internet online voice communication device according to an embodiment of the present disclosure, including:
the connection module 201 is configured to obtain configuration information of an outbound center and configuration information of a current user login of a service center by using a web page end, and 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 using the web page end;
a first judging module 203, configured to, when detecting that the outbound center is in an idle state, read an outbound task by the outbound center in the service center;
the outbound module 204 is configured to outbound the outbound task by using the outbound center to obtain an outbound result;
and the processing module 205 is configured to perform corresponding processing on the outbound task by using the outbound center according to the outbound result.
Further, the method further comprises the following steps:
the calling-in module is used for obtaining the consultation problem of the client by the calling-out center when the client calls in;
and the agent distribution module is used for analyzing the consultation problem by the outbound center and distributing matched customer service agents to the customers according to an analysis result.
Further, the first judging 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 from the service center by the outbound 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 the user information of web page real-time communication and encryption.
Further, the processing module 205 includes:
the first state unit is used for distributing the agents to the clients according to the idle state of the current agents by the outbound center when the clients are connected;
the second state unit is used for recovering the outbound center to the working state before network disconnection after network recovery when the personnel corresponding to the seat are disconnected with the customer call network, and the outbound center records the current abnormal event to an abnormal call log;
and the third state unit is used for generating a call record file by the outbound center when the call between the person corresponding to the seat and the client is ended, and for checking the call record file quality by the service center.
The functions of the apparatus according to the embodiments of the present application have been described in the foregoing method embodiments, so that the descriptions of the embodiments are not exhaustive, and reference may be made to the related descriptions in the foregoing embodiments, which are not repeated herein.
Based on the same inventive concept, the embodiments of the present specification also provide an electronic device.
The following describes an embodiment of an electronic device according to the present application, which may be regarded as a specific physical implementation of the above-described embodiment of the method and apparatus according to the present application. Details described in relation to the embodiments of the electronic device of the present application should be considered as additions to the embodiments of the method or apparatus described above; for details not disclosed in the embodiments of the electronic device of the present application, reference may be made to the above-described method or apparatus embodiments.
Referring to fig. 3, a schematic structural diagram of an electronic device according to an embodiment of the present disclosure is provided. An electronic device 300 according to this embodiment of the present application is described below with reference to fig. 3. The electronic device 300 shown in fig. 3 is merely an example and should not be construed as limiting the functionality and scope of use of embodiments of the present application.
As shown in fig. 3, the electronic device 300 is embodied in the form of a general purpose computing device. 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 the 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 that is executable by the processing unit 310 such that the processing unit 310 performs the steps according to various exemplary embodiments of the application described in the above processing method section of the present specification. For example, the processing unit 310 may perform the steps shown in fig. 1.
The memory unit 320 may include readable media in the form of volatile memory units, such as Random Access Memory (RAM) 3201 and/or cache memory 3202, and may further include Read Only Memory (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: operating devices, one or more application programs, other program modules, and program data, each or some combination of which may include an implementation of a network environment.
Bus 330 may be one or more of several types of bus structures including a memory unit bus or memory unit controller, a peripheral bus, an accelerated graphics port, a processing unit, or a local bus using any of a variety of bus architectures.
The electronic device 300 may also communicate with one or more external devices 400 (e.g., keyboard, pointing device, bluetooth device, etc.), one or more devices that enable a user to interact with the electronic device 300, and/or any device (e.g., router, modem, etc.) that enables the electronic device 300 to communicate with one or more other computing devices. Such communication may occur through an input/output (I/O) interface 350. Also, electronic device 300 may communicate with one or more networks such as a Local Area Network (LAN), a Wide Area Network (WAN), and/or a public network, such as the Internet, through network adapter 360. The network adapter 360 may communicate with other modules of the electronic device 300 via the bus 330. It should be appreciated that although not shown in fig. 3, other hardware and/or software modules may be used in connection with electronic device 300, including, but not limited to: microcode, device drivers, redundant processing units, external disk drive arrays, RAID devices, tape drives, data backup storage devices, and the like.
From the above description of embodiments, those skilled in the art will readily appreciate that the exemplary embodiments described herein may be implemented in software, or may be implemented in software in combination with necessary hardware. Thus, the technical solution according to the embodiments of the present application may be embodied in the form of a software product, which may be stored in a computer readable storage medium (may be a CD-ROM, a usb disk, a mobile hard disk, etc.) or on a network, and includes several instructions to cause a computing device (may be a personal computer, a server, or a network device, etc.) to perform the above-mentioned method according to the present application. The computer program, when executed by a data processing device, enables the computer readable medium to carry out the above-described method of the present application, namely: such as the method shown in fig. 1.
Referring to fig. 4, a schematic diagram of a computer readable medium according to an embodiment of the present disclosure is provided.
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 can be, for example, but is not limited to, an apparatus, device, or means for electronic, magnetic, optical, electromagnetic, infrared, or semiconductor, or a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the readable storage medium would include the following: an electrical connection having one or more wires, a portable disk, a hard disk, random Access Memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fiber, portable compact disk 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 data signal propagated in baseband or as part of a carrier wave, with readable program code embodied therein. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A readable storage medium may also be any readable medium 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 of the present application 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, partly on a remote computing device, or entirely on the remote computing device or server. In the case of remote computing devices, 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., connected via the Internet using an Internet service provider).
In summary, the application 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 accordance with embodiments of the present application may be implemented in practice using a general purpose data processing device such as a microprocessor or Digital Signal Processor (DSP). The present application can also be implemented as an apparatus or device program (e.g., a computer program and a computer program product) for performing a portion or all of the methods described herein. Such a program embodying the present application may be stored on a computer readable medium, or may have the form of one or more signals. Such signals may be downloaded from an internet website, provided on a carrier signal, or provided in any other form.
The above-described specific embodiments further describe the objects, technical solutions and advantageous effects of the present application in detail, and it should be understood that the present application is not inherently related to any particular computer, virtual device or electronic apparatus, and various general-purpose devices may also implement the present application. The foregoing description of the embodiments of the application is not intended to be limiting, but rather is intended to cover all modifications, equivalents, alternatives, and improvements that fall within the spirit and scope of the application.
In this specification, each embodiment is described in a progressive manner, and identical and similar parts of each embodiment are all referred to each other, and each embodiment mainly describes differences from other embodiments.
The foregoing is merely exemplary of the present application and is not intended to limit the present application. Various modifications and variations of the present application will be apparent to those skilled in the art. Any modification, equivalent replacement, improvement, etc. which come within the spirit and principles of the application are to be included in the scope of the claims of the present application.
Claims (9)
1. An internet online voice communication method, comprising:
the method comprises the steps that a webpage end obtains configuration information of an outbound center and configuration information of a current user login of a service center, and the service center is in communication connection with the outbound center; the webpage end carries out background authentication of logging in the google browser by acquiring configuration information logged in by the current user of the service center and reading the configuration information of the outbound center, and the client transmits an encrypted token to the outbound center, and the authentication is successful after passing and the outbound center is started successfully;
the webpage end 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 from the service center;
the outbound center calls a WebSocket protocol, and performs outbound on the client corresponding to the outbound task by combining the webpage real-time communication and the encrypted user information to obtain an outbound result;
the outbound center carries out corresponding outbound processing on the outbound task according to the outbound result;
when the WebRTC function is started by the seat, the incoming call, the outgoing call and the predicted outgoing call are realized through the networking computer; when the WebRTC is not configured, the function of a call center is realized by accessing a common address telephone or a desktop system soft telephone terminal.
2. The internet online voice communication method of claim 1, further comprising:
when a client calls in, the calling-out center acquires the consultation problem of the client;
and the outbound center analyzes the consultation problem and distributes matched customer service agents to the customers according to an analysis result.
3. The internet online voice communication method of claim 1, comprising, after said communicatively connecting said service center to said outbound center:
the service center encrypts the identity token of the configuration information logged in by the current user;
the outbound center authenticates the encrypted identity token.
4. The internet online voice communication method of claim 1, wherein the outbound call center reads outbound call tasks from 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 client information from the service center.
5. The internet online voice communication method of claim 1, wherein the outbound center performs corresponding processing on the outbound task according to the outbound result, comprising:
when the client is connected, the outbound center distributes the agents to the client according to the idle state of the current agents.
6. The internet online voice communication method of claim 1, wherein the outbound center assigns agents to the clients according to an idle state of a current agent, comprising:
when a person corresponding to a seat disconnects from a customer call network, after the network is restored, the outbound center restores to a working state before the network disconnection, and the outbound center records the current abnormal event to an abnormal call log;
when the conversation between the person corresponding to the seat and the customer is finished, the outbound center generates a conversation record file which is used for quality inspection of the conversation record file by the service center.
7. An internet online voice communication apparatus, comprising:
the connection module is used for acquiring configuration information of an outbound center and configuration information of a 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 webpage end carries out background authentication of logging in the google browser by acquiring configuration information logged in by the current user of the service center and reading the configuration information of the outbound center, and the client transmits an encrypted token to the outbound center, and the authentication is successful after passing and the outbound center is started successfully;
the detection module is used for detecting the outbound center in real time by the webpage end;
the first judging module is used for reading an outbound task from the service center when the outbound center is detected to be in an idle state;
the outbound module 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 the user information of web page real-time communication and encryption to obtain an outbound result;
the processing module is used for carrying out corresponding outbound processing on the outbound task by the outbound center according to the outbound result, wherein when the WebRTC function is started by the seat, the incoming call, the outgoing call and the outbound prediction are realized through a networking computer; when the WebRTC is not configured, the function of a call center is realized by accessing a common address telephone or a desktop system soft telephone terminal.
8. 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 1-6.
9. 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 1-6.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111191174.7A CN113923306B (en) | 2021-10-13 | 2021-10-13 | Internet online voice communication method and device and electronic equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN202111191174.7A CN113923306B (en) | 2021-10-13 | 2021-10-13 | Internet online voice communication method and device and electronic equipment |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN113923306A CN113923306A (en) | 2022-01-11 |
| CN113923306B true CN113923306B (en) | 2023-10-20 |
Family
ID=79239965
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN202111191174.7A Active CN113923306B (en) | 2021-10-13 | 2021-10-13 | Internet online voice communication method and device and electronic equipment |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN113923306B (en) |
Families Citing this family (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN115941845B (en) * | 2022-11-15 | 2023-09-08 | 上海浦东发展银行股份有限公司 | Mobile-terminal-based predictive outbound system, method and storage medium |
Citations (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107613150A (en) * | 2016-07-12 | 2018-01-19 | 深圳联友科技有限公司 | A kind of method and device of call center's automatic outer call |
| CN109600521A (en) * | 2018-11-14 | 2019-04-09 | 平安科技（深圳）有限公司 | Call center's outgoing call test method and device, electronic equipment, storage medium |
| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109831591A (en) * | 2019-03-14 | 2019-05-31 | 优信拍（北京）信息科技有限公司 | Method of calling, device and the terminal of call center |
| CN109873909A (en) * | 2019-03-15 | 2019-06-11 | 腾讯科技（深圳）有限公司 | A kind of voice call method, device and equipment and computer storage medium |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN110365664A (en) * | 2019-06-27 | 2019-10-22 | 上海淇馥信息技术有限公司 | A kind of phone number register method, device and electronic equipment based on intelligent sound outgoing call |
| CN111083295A (en) * | 2019-12-31 | 2020-04-28 | 北京讯鸟软件有限公司 | Telephone communication method and equipment based on browser |
| CN111246031A (en) * | 2020-02-27 | 2020-06-05 | 大连即时智能科技有限公司 | Man-machine cooperative telephone customer service method and system |
| CN111654582A (en) * | 2020-06-05 | 2020-09-11 | 中国银行股份有限公司 | Intelligent outbound method and device |
| CN111885272A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Intelligent call-out method for supporting telephone by call center seat and intelligent call center system |
| CN112311940A (en) * | 2020-10-26 | 2021-02-02 | 上海淇玥信息技术有限公司 | Outbound method and device and electronic equipment |
| CN112738349A (en) * | 2021-01-30 | 2021-04-30 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
| CN112822169A (en) * | 2020-12-30 | 2021-05-18 | 上海浦东发展银行股份有限公司 | Integration system and method suitable for seat Web telephone application system |
| CN112822336A (en) * | 2020-12-31 | 2021-05-18 | 招联消费金融有限公司 | Method, device, equipment and medium for predicting outbound based on artificial intelligence assistance |
| CN113452848A (en) * | 2021-06-28 | 2021-09-28 | 上海翰声信息技术有限公司 | System and storage medium for dynamically calculating outbound number |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US6792102B2 (en) * | 2000-12-29 | 2004-09-14 | Intel Corporation | Matching routed call to agent workstation |
-
2021
- 2021-10-13 CN CN202111191174.7A patent/CN113923306B/en active Active
Patent Citations (16)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN107613150A (en) * | 2016-07-12 | 2018-01-19 | 深圳联友科技有限公司 | A kind of method and device of call center's automatic outer call |
| CN109698875A (en) * | 2018-08-27 | 2019-04-30 | 平安科技（深圳）有限公司 | Calling-out method, system, equipment and computer readable storage medium |
| CN109600521A (en) * | 2018-11-14 | 2019-04-09 | 平安科技（深圳）有限公司 | Call center's outgoing call test method and device, electronic equipment, storage medium |
| CN109831591A (en) * | 2019-03-14 | 2019-05-31 | 优信拍（北京）信息科技有限公司 | Method of calling, device and the terminal of call center |
| CN109873909A (en) * | 2019-03-15 | 2019-06-11 | 腾讯科技（深圳）有限公司 | A kind of voice call method, device and equipment and computer storage medium |
| CN110121010A (en) * | 2019-05-13 | 2019-08-13 | 重庆天蓬网络有限公司 | One key outgoing call implementation method, terminal, medium and electronic equipment |
| CN110365664A (en) * | 2019-06-27 | 2019-10-22 | 上海淇馥信息技术有限公司 | A kind of phone number register method, device and electronic equipment based on intelligent sound outgoing call |
| CN111083295A (en) * | 2019-12-31 | 2020-04-28 | 北京讯鸟软件有限公司 | Telephone communication method and equipment based on browser |
| CN111246031A (en) * | 2020-02-27 | 2020-06-05 | 大连即时智能科技有限公司 | Man-machine cooperative telephone customer service method and system |
| CN111654582A (en) * | 2020-06-05 | 2020-09-11 | 中国银行股份有限公司 | Intelligent outbound method and device |
| CN111885272A (en) * | 2020-07-24 | 2020-11-03 | 南京易米云通网络科技有限公司 | Intelligent call-out method for supporting telephone by call center seat and intelligent call center system |
| CN112311940A (en) * | 2020-10-26 | 2021-02-02 | 上海淇玥信息技术有限公司 | Outbound method and device and electronic equipment |
| CN112822169A (en) * | 2020-12-30 | 2021-05-18 | 上海浦东发展银行股份有限公司 | Integration system and method suitable for seat Web telephone application system |
| CN112822336A (en) * | 2020-12-31 | 2021-05-18 | 招联消费金融有限公司 | Method, device, equipment and medium for predicting outbound based on artificial intelligence assistance |
| CN112738349A (en) * | 2021-01-30 | 2021-04-30 | 上海浦东发展银行股份有限公司 | Method for controlling telephone state of seat end in bidirectional outbound mode |
| CN113452848A (en) * | 2021-06-28 | 2021-09-28 | 上海翰声信息技术有限公司 | System and storage medium for dynamically calculating outbound number |
Non-Patent Citations (3)
| Title |
|---|
| Storage Assignment Optimization in a Multi-tier Shuttle Warehousing System;WANG Yanyan;MOU Shandong;WU Yaohua;;Chinese Journal of Mechanical Engineering(第02期);全文 * |
| 基于AI的智能呼叫运营系统设计的与实现;马昭征;庄欣浩;;电信科学(第S1期);全文 * |
| 基于预测方法的自动外呼系统的研究与设计;葛媛;詹舒波;;软件(第11期);全文 * |
Also Published As
| Publication number | Publication date |
|---|---|
| CN113923306A (en) | 2022-01-11 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US10468026B1 (en) | Dynamic protection of personal information in audio recordings | |
| CN111147455B (en) | Outbound dialing method and device based on SIP (Session initiation protocol) protocol and electronic equipment | |
| US11882243B1 (en) | Visual interfaces for telephone calls | |
| US20180124238A1 (en) | Sending progress update messages while a user is on hold | |
| US20200288018A1 (en) | Priority reconnection of dropped nodes from a network | |
| US11695805B2 (en) | Monitoring and detection of fraudulent or unauthorized use in telephone conferencing systems or voice networks | |
| CN114466348A (en) | Communication method, device and equipment | |
| CN113923306B (en) | Internet online voice communication method and device and electronic equipment | |
| JP2012049756A (en) | Home call center system and home call answer method | |
| CN109831591B (en) | Calling method, device and terminal of call center | |
| US11277510B2 (en) | Preventing foreign initiated fraudulent or unauthorized use of calling service | |
| US20230412640A1 (en) | Web service-based monitoring and detection of fraudulent or unauthorized use of calling service | |
| CN117715048A (en) | Telecommunication fraud recognition method, device, electronic equipment and storage medium | |
| KR102107197B1 (en) | Smart contact management server and system for serving smart contact of using the same | |
| US9264532B2 (en) | Technology for combating mobile phone criminal activity | |
| JPH11289389A (en) | Consultation system | |
| US20200314245A1 (en) | Artificial intelligence driven call routing system | |
| CN105228139B (en) | A kind of call processing method, device and equipment based on smart machine | |
| US11405506B2 (en) | Prompt feature to leave voicemail for appropriate attribute-based call back to customers | |
| CN113450149A (en) | Information processing method and device, electronic equipment and computer readable medium | |
| CN113407931A (en) | Password management method and device and input terminal | |
| US20220272199A1 (en) | Selective aggregation of enqueued nodes into a subnetwork for simultaneous communication | |
| US20230379409A1 (en) | Federated intelligent contact center concierge service | |
| JP2018156229A (en) | Information processor | |
| US11842539B2 (en) | Automated video stream annotation |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| PB01 | Publication | ||
| PB01 | Publication | ||
| SE01 | Entry into force of request for substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| GR01 | Patent grant | ||
| GR01 | Patent grant | ||
| CP01 | Change in the name or title of a patent holder | ||
| CP01 | Change in the name or title of a patent holder |
Address after: 200333 room 1027, 10th floor, 89 Yunling East Road, Putuo District, Shanghai Patentee after: Qifu Shuke (Shanghai) Technology Co.,Ltd. Address before: 200333 room 1027, 10th floor, 89 Yunling East Road, Putuo District, Shanghai Patentee before: Shanghai Qifu Information Technology Co.,Ltd. |