CN115633065A - Method for real-time information service center distribution management - Google Patents
Method for real-time information service center distribution management Download PDFInfo
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- CN115633065A CN115633065A CN202211270446.7A CN202211270446A CN115633065A CN 115633065 A CN115633065 A CN 115633065A CN 202211270446 A CN202211270446 A CN 202211270446A CN 115633065 A CN115633065 A CN 115633065A
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- 238000004891 communication Methods 0.000 claims abstract description 23
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- 238000012544 monitoring process Methods 0.000 claims description 95
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- 238000005516 engineering process Methods 0.000 claims description 5
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L67/00—Network arrangements or protocols for supporting network services or applications
- H04L67/01—Protocols
- H04L67/12—Protocols specially adapted for proprietary or special-purpose networking environments, e.g. medical networks, sensor networks, networks in vehicles or remote metering networks
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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]
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/1066—Session management
- H04L65/1069—Session establishment or de-establishment
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/40—Support for services or applications
Abstract
The invention discloses a method for distributing and managing a real-time information service center, which comprises the following steps: the client sends real-time information of alarm or service to the service center, the service center receives and records the acquired real-time information with the information sending number in real time and queues the information, the real-time information is assigned to a service staff working terminal, the service staff working terminal and the client establish a voice talkback channel, and the service staff working terminal and the server are in butt joint with a third-party platform to complete corresponding service; the invention has wide application range, can establish a special temporary voice conversation channel, realizes the voice communication and information interaction between an information sender and a server in time, provides corresponding service for the information sender in time at the first time, improves the reliability of information sending and the instantaneity and accuracy of real-time information processing, and is suitable for the fields of community service, old-age care service, enterprise command and dispatch, after-sale service of products and emergency rescue.
Description
Technical Field
The invention relates to the technical field of internet information service centers, in particular to a method for distributing and managing a real-time information service center.
Background
Nowadays, in the field of requiring instant communication and information interaction voice talkback, particularly in the field of safe nursing first aid and emergency aid, the information interaction and service center information distribution management technology is particularly important; in many service center technologies on the market at present, an information sender is often required to make a call through a private line, spend time with an internal service staff of a service center to describe information content, and then coordinate an external service staff of the service center by the internal service staff to perform corresponding services.
For example, in an emergency center, when an information sender dials a 120-wire line, the communication with an internal service staff of the emergency center is often required, the geographical position of the information sender or a person needing emergency treatment is explained, and then the internal service staff coordinates an external service staff to call out an emergency vehicle to the reported geographical position, so that a large amount of precious emergency treatment time is consumed, and meanwhile, when the 120-wire line is dialed, the problem of line occupation is also solved, the corresponding service is difficult to realize in the first time, and the reliability of information sending and the instantaneity and accuracy of real-time information processing are low.
Disclosure of Invention
The present invention is directed to a method for distribution management of a real-time information service center, so as to solve the problems in the background art.
In order to achieve the purpose, the invention provides the following technical scheme:
a method for distributing and managing a real-time information service center is applied to a system which is provided with a client used for sending information, the service center used for managing the information, a server used for distributing the information, a service staff working terminal used for providing corresponding service and a third party platform which is in butt joint with the server and the service staff working terminal, and comprises the following steps:
the client sends real-time information of alarm or service to the service center, and the client has an information sending number for realizing communication with the service center, so that the client has access right and establishes connection with the service center to realize the transmission of the real-time information; the client is also interacted with at least one group of equipment monitoring terminals, and the equipment monitoring terminals are used for enabling monitoring personnel to check the state information of the client in real time;
the service center receives and carries out real-time recording and information queuing on the acquired real-time information with the information sending number, the real-time information queuing forms an information queue, and unprocessed real-time information in the information queue forms a task list to be processed by service personnel;
when the real-time information in the message queue is processed or the service personnel processes the real-time information in the task list in 3s, the real-time information content and the information sending number form a real-time information data packet with a unique mark and are transmitted into the server, a work order information data packet is generated in the server, and the service center assigns the work order information data packet to the service personnel working terminal;
when the service personnel do not process the real-time information in the task list within 3s, pushing the real-time information to a service site, and assigning the real-time information to a service personnel working terminal by the service site;
the service personnel working terminal establishes communication with the service center to check the message content of the work order information data packet, and establishes a temporary management service group for the service personnel working terminal, the server, the client and the equipment monitoring terminal so as to quickly check the message content of the sent work order information data packet;
the service staff executes the work order information data packet, a voice talkback channel is established between the service staff working terminal and the client, and the service staff working terminal and the server are in butt joint with a third-party platform according to the voice talkback content or the work order information content to complete corresponding business service or the service staff directly arrives at the place where the client is located to carry out field service;
and after the service is finished, canceling the temporary management service group, closing the intercommunication channel between the service staff working terminal and the client, and closing the connection channel between the current service staff working terminal and the server.
Furthermore, the client, the service staff working terminal and the equipment monitoring terminal need to be embedded with a special application program APP in advance, or small programs used correspondingly to the special application program APP, or corresponding two-dimensional codes are pasted; relevant information is filled in corresponding two-dimension codes through activating a special application program APP, a small program or scanning, service personnel and a service personnel working terminal are bound, identity information binding is carried out between a user and a client and an equipment monitoring terminal, mutual matching of the client, the equipment monitoring terminal, a work order information data packet and the service personnel working terminal is achieved, the client, the equipment monitoring terminal and the service personnel working terminal are all provided with a GPS map positioning function through the special application program APP, and remote recording and playback functions of video photographing are achieved.
Further, before the real-time information data packet is transmitted to the server to generate the work order, the real-time information data packet needs to be classified and counted and the authenticity of the real-time information content is judged, and the steps of the classification and counting of the real-time information data packet are as follows:
when the real-time information is service type information, directly generating a service type work order information data packet;
when the real-time information is alarm information, the alarm information needs to be uploaded to a supervision station of a service center, customer service personnel and a client or an equipment monitoring end of the supervision station check to judge the authenticity of the alarm information, if the alarm information belongs to false alarm information, the work order service is directly ended, and if the alarm information belongs to real alarm information, an alarm work order information data packet is generated.
Further, the step of verifying the authenticity of the alarm information by the customer service personnel and the client or the equipment monitoring end at the supervision station is as follows:
the method directly enables customer service personnel of the supervision site to play or playback the real-time information received by the server and sent by the client or the equipment monitoring end, or enables the customer service personnel and the client or the equipment monitoring end to directly establish a temporary voice channel, and enables the customer service personnel and a user or the monitoring personnel to carry out voice talkback to determine alarm information so as to judge and verify the authenticity of the alarm information.
Further, the service center or the service site assigns the real-time information to an idle service staff work terminal according to a principle of proximity, the service center or the service site compares the user information and the client or equipment monitoring position information in the real-time information, selects the nearest idle and related service staff and service staff work terminals to generate a system work order after comparing the map position information with the service staff position information, automatically displays the work order information on the service staff work terminals, and establishes a temporary voice channel with the client or the equipment monitoring terminal to complete the related services of the client or the equipment monitoring terminal.
Furthermore, the service personnel working terminal and the server are automatically connected with a third-party platform through the Internet communication technology to complete corresponding services, and the server and the service personnel working terminal are communicated, so that the service personnel can conveniently and quickly check the work order information sent by the server.
Further, the third party platforms include 110 alarm platforms, 119 fire platforms, 120 first aid platforms.
Further, the step of the monitoring personnel utilizing the device monitoring terminal to check the status information of the client in real time includes: the monitoring personnel can better know the real-time dynamic information of the user used by the client through the equipment monitoring terminal by the voice information or the video information sent by the client and the geographical position information transmitted by the client.
Furthermore, the client or the device monitoring terminal is used as a device information sending terminal, and a communication protocol needs to be established with the service center in advance to send relevant information in real time to enable the service center to process the relevant information in time, so that instant voice communication between the service center and the client or the device monitoring terminal is realized.
Further, the real-time information of the alarm class or the service class includes a text service message, a voice message, or a video message.
The beneficial effects of the invention are:
the invention has wide application range, can establish a temporary management service group with an information sender, a service staff working terminal and a service center, and ensure that the information sender and service staff of the service center establish a special temporary voice conversation channel to realize voice communication and information interaction between the information sender and the service staff in time; meanwhile, the map displays the positions of the users and the service personnel, automatically assigns related service personnel and automatically connects with a third-party platform, provides corresponding services for the information sender in real time at the first time, improves the reliability of information sending and the instantaneity and accuracy of real-time information processing, and is suitable for the fields of community services, old-age care services, enterprise command and scheduling, after-sales services of products, safety nursing first-aid fields, emergency rescue and the like which need instant communication and information interaction voice talkback.
Drawings
FIG. 1 is a flow chart of a method for real-time information service center distribution management in accordance with the present invention;
FIG. 2 is a flow chart of the real-time packet classification statistics step of the present invention;
FIG. 3 is a flow chart of the step of verifying the authenticity of the alert information according to the present invention.
In the figure: the system comprises a client 1, an equipment monitoring end 2, a service center 3, a server 4, a service personnel working terminal 5 and a third-party platform 6.
Detailed Description
The technical solutions in the embodiments of the present invention will be clearly and completely described below with reference to the drawings in the embodiments of the present invention, and it is obvious that the described embodiments are only a part of the embodiments of the present invention, and not all of the embodiments. All other embodiments, which can be obtained by a person skilled in the art without making any creative effort based on the embodiments in the present invention, belong to the protection scope of the present invention.
Referring to fig. 1 to 3, it provides a technical solution for the present invention, a method for real-time information service center distribution management, which is applied in a system having a client 1 for sending information, a service center 3 for managing information, a server 4 for distributing information, a service staff work terminal 5 for providing corresponding service, and a third party platform 6 interfacing with the server 4 and the service staff work terminal 5, and the method for real-time information service center distribution management is as follows:
s1, a client 1 sends real-time information of alarm or service to a service center 3, wherein the client 1 has an information sending number for realizing communication with the service center 3, so that the client 1 has access right and establishes connection with the service center 3 to realize transmission of the real-time information; the real-time information of the alarm class or the service class comprises a text service message, a voice message or a video message; the client 1 at least further interacts with a group of device monitoring terminals 2, the device monitoring terminals 2 are used for enabling monitoring personnel to check the state information of the client 1 in real time, wherein the monitoring personnel check the state information of the client 1 in real time by using the device monitoring terminals 2 and comprise: the monitoring personnel can better know the real-time dynamic information of the user used by the client 1 through the equipment monitoring end 2 by the voice information or video information sent by the client 1 and the geographical position information transmitted by the client 1; it should be noted that, the client 1 or the device monitoring terminal 2 is used as a device information sending terminal, and a communication protocol needs to be established with the service center 3 in advance to send relevant information in real time to enable the service center 3 to process in time, so that instant voice communication between the service center 3 and the client 1 or the device monitoring terminal 2 is realized, and information can be sent to the service center by hearing sound within three seconds;
s2, the service center 3 receives and records the acquired real-time information with the information sending number in real time and queues the information, the real-time information queues the information to form an information queue, and unprocessed real-time information in the information queue forms a task list to be processed by service personnel;
step S21, when the real-time information in the message queue is processed or the service personnel processes the real-time information in the task list in 3S, the content of the real-time information and the information sending number form a real-time information data packet with a unique mark and then are transmitted to the server 4, a work order information data packet is generated in the server 4, and the service center 3 assigns the work order information data packet to the service personnel working terminal 5;
s22, when the service personnel do not process the real-time information in the task list within 3S, pushing the real-time information to a service site, and assigning the real-time information to the service personnel working terminal 5 by the service site;
s3, the service personnel working terminal 5 and the service center 3 establish communication to check the message content of the work order information data packet, and a temporary management service group is established among the service personnel working terminal 5, the server 4, the client 1 and the equipment monitoring terminal 2 so as to quickly check the message content of the sent work order information data packet;
s4, the service personnel executes the work order information data packet, a voice talkback channel is established between the service personnel working terminal 5 and the client side 1 or the equipment monitoring side 2, and the service personnel working terminal 5 and the server 4 are in manual butt joint or automatic butt joint with a third party platform according to voice talkback contents or work order message contents to complete corresponding business services or the service personnel directly arrive at the location of the client side to carry out field services; and after the service is finished, the temporary management service group is cancelled, the talkback channel between the service staff working terminal 5 and the client 1 or the equipment monitoring terminal 2 is closed, and the connection channel between the current service staff working terminal 5 and the server 4 is closed.
It should be noted that the client 1, the service staff working terminal 5 and the device monitoring terminal 2 need to be embedded with a dedicated application APP in advance, or a small program used correspondingly to the dedicated application APP, or be attached with a corresponding two-dimensional code; corresponding two-dimensional code is filled with relevant information through activating special application program APP, an applet or scanning, service personnel and service personnel working terminal 5 are bound, a user and a client 1 and an equipment monitoring terminal 2 are bound through identity information, mutual matching of the client 1, the equipment monitoring terminal 2, a work order information data packet and the service personnel working terminal 5 is achieved, the client 1, the equipment monitoring terminal 2 and the service personnel working terminal 5 are all provided with a GPS map positioning function through the special application program APP, and remote recording and playback functions of video shooting are achieved.
Referring to fig. 1 and fig. 2, before the real-time information data packet is transmitted to the server 4 to generate the work order, the real-time information data packet needs to be classified and counted and the authenticity of the real-time information content is determined, and the steps of the classification and counting of the real-time information data packet are as follows:
when the real-time information is service type information, directly generating a service type work order information data packet;
when the real-time information is alarm information, the alarm information needs to be uploaded to a supervision station of the service center 3, customer service personnel of the supervision station and the client 1 or the equipment monitoring end 2 check the real information to judge the authenticity of the alarm information, if the alarm information belongs to false alarm information, the work order service is directly finished, and if the alarm information belongs to real alarm information, an alarm work order information data packet is generated.
Referring to fig. 2 and 3, the steps of checking the authenticity of the alarm information between the customer service staff and the client or the monitoring end of the monitoring station are as follows:
the customer service personnel monitoring the site directly plays or plays back the real-time information received by the server 4 and sent by the client 1 or the equipment monitoring end 2, or the customer service personnel and the client 1 or the equipment monitoring end 2 directly establish a temporary voice channel, so that the customer service personnel and the user or the monitoring personnel can perform voice intercommunication to determine the alarm information, and the authenticity of the alarm information is judged and verified.
In the invention, the service center 3 or the service site assigns real-time information to the idle service staff working terminal 5 according to the principle of proximity, the service center 3 or the service site compares the user information in the real-time information with the position information of the client 1 or the equipment monitoring terminal 2, selects the nearest idle and relevant service staff and the service staff working terminal 5 to generate a system work order after comparing the map position information with the position information of the service staff, automatically displays the work order information on the service staff working terminal 5, and establishes a temporary voice channel with the client 1 or the equipment monitoring terminal 2 to complete the relevant services of the client 1 or the equipment monitoring terminal 2.
Specifically, the service personnel working terminal 5 and the server 4 are automatically connected with the third party platform 6 through the internet communication technology to complete corresponding services, and the server 4 and the service personnel working terminal 5 are communicated, so that service personnel can conveniently and quickly check the work order information sent by the server 4; wherein, the third party platform 6 includes but is not limited to 110 alarm platform, 119 fire platform, 120 first aid platform; the mentioned service personnel working terminal 5 is used for receiving and sending voice and establishing temporary talkback service with the client 1 or the equipment monitoring terminal 2, and transmitting the voice, identity information and geographical position information to the server 4 in a wireless transmission mode.
According to different application scenes of different application groups of the client 1 and the equipment monitoring terminal 2, various application examples of real-time information service center distribution management are realized, before the system is used, a special application program APP, an applet or a scanning corresponding two-dimensional code on the client 1 or the equipment monitoring terminal 2 needs to be activated to fill related information, so that information communication between the service center and the client 1 or the equipment monitoring terminal 2 is completed, a unique user number can be generated after the activation is successful, and the client 1 or the equipment monitoring terminal 2 and the service center 3 have unique information interaction channels; the method comprises the steps that customer service is contacted or voice/text messages are sent out in a program APP of a client 1 or an equipment monitoring end 2, a server 4 receives corresponding messages to form information data packets and sends the information data packets to relevant service personnel, a service personnel working terminal 5 can check the client relevant information of the client 1 or the equipment monitoring end 2 and establish a temporary voice talkback channel with the client 1 or the equipment monitoring end 2, after comparison is carried out according to map position information on the client 1 or the equipment monitoring end 2 and the position information of the service personnel, the nearest service personnel and a service personnel working terminal 5 are selected, and the service personnel working terminal 5 is enabled to be in butt joint with a third party platform 6 according to the contents of voice talkback or work order messages to complete corresponding business services or the service personnel directly arrive at the location of the client 1 or the equipment monitoring end 2 to carry out field services; various application examples thereof are as follows:
application example one:
the invention is applied to the field of safe nursing and emergency treatment, at the moment, a client 1 is a nursed person such as an old person or a child, a nurse and the like, an equipment monitoring end 2 is a nurser of the old person such as a child and a nurse of the old person, the client 1 or the equipment monitoring end 2 is provided with an SOS emergency button or a 110 alarm button, or an instruction is directly input at the client 1 or the equipment monitoring end 2, when the old person or the child has an emergency condition, the old person or the child and the nurses can directly press the SOS emergency button to send real-time information, the client 1 or the equipment monitoring end 2 inputs the instruction to form emergency treatment information, a service center receives the emergency treatment information, and enables a service personnel working terminal 5 and the client 1 or the equipment monitoring end 2 to establish a voice talkback channel, so that the service personnel working terminal 5 and the information sender can carry out voice communication in time to determine the truth of the information, when the information really arrives at an emergency treatment platform 120 or a 110 alarm platform through a server 4, and the real-time geographical position of the client 1 or the equipment monitoring end 2 is sent to the 120 or the alarm platform, and the old person can obtain the first-time emergency treatment condition of the old person and the first-time of the old person can be processed according to the first-time of the nursing person; and automatically disconnecting the temporary voice talkback channel after the service is finished.
Application example two:
the invention is applied to the field of company office meetings, wherein the client 1 is an employee terminal of a company, the device monitoring end 2 is a manager of the company, and the manager of the company utilizes the device monitoring end 2 to send out a voice command, such as' when 09: when the voice command of the company meeting room is given 00 hours, the service center directly establishes a temporary voice talkback channel between the equipment monitoring end 2 and the client end 1, and directly transmits the voice command to the client end 1, namely, the temporary voice talkback channel is displayed or voice played on the client end 1, namely, a company manager reminds each employee in the company, and each employee knows that the temporary voice talkback channel is 09: when 00, in the conference' message of the company, the client 1 and the device monitoring end 2 can be smart phones or tablets, and only a special application program APP needs to be downloaded in the smart phones or tablets during use; automatically disconnecting the temporary voice talkback channel after the service is finished; when the client 1/mobile phone is in a black screen state, the message "at 09: a voice command to open a meeting in a corporate meeting room at 00 hours will "in 09: when 00 hours, meeting is started in a company meeting room and is used as voice broadcast to an owner of a client 1/mobile phone, single call or group call of voice talkback is realized, and one-to-one, one-to-many and many-to-many information interaction is realized.
Application example three:
the invention is applied to the field of emergency rescue, the client 1 is used by people at this moment, the device guardian 2 is used by a manager for fire control and security, when people encounter dangerous situations such as fire and the like in daily life, characters or voice messages of 'fire occurs in a certain market' can be directly sent to a fire service center or a security service center through the client 1, the device guardian 2 can directly receive 'fire occurs in a certain market' information, the service center 3 establishes a temporary voice talkback channel between the client 1 and the device guardian 2 at this moment, the device guardian 2 learns the fire information and timely informs 119 a fire fighting platform, and the 119 fire fighting platform acquires the geographic position of the fire from the client 1 or the device guardian 2 and catches up to the fire place for fire extinguishing in the first time; and automatically disconnecting the temporary voice talkback channel after the service is finished.
Application example four:
when a client side 1 or an equipment monitoring side 2 is used by a client, a special product application program APP is activated by the client or a sales service person to fill in product information and client information, a temporary voice talkback channel is established between the client side 1 or the equipment monitoring side 2 and a service person working terminal, when the service person working terminal 5 needs to carry out field service, the service person working terminal 5 can directly check the client product information and the geographical position information of the client side 1 or the equipment monitoring side 2, the service person working terminal 5 directly establishes a temporary session channel to carry out communication and information confirmation with the client side 1 or the equipment monitoring side 2, a group is established by a service center 3 at the service person working terminal 5, the client side 1, the equipment monitoring side 2 and a third party platform 6 to complete work order information content, so that the service person can reach the client position to carry out field service, and the voice session channel is automatically disconnected after the work order is completed.
The above examples only express the preferred embodiments of the present invention, and the description thereof is specific and detailed, but not to be understood as the limitation of the invention patent scope; it should be noted that various changes and modifications can be made by those skilled in the art without departing from the spirit of the invention, and these changes and modifications are all within the scope of the invention.
Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that changes, modifications, substitutions and alterations can be made in these embodiments without departing from the principles and spirit of the invention, the scope of which is defined in the appended claims and their equivalents.
Claims (10)
1. A method for distributing and managing a real-time information service center is characterized in that: in a system having a client for transmitting information, a service center for managing information, a server for distributing information, a service staff work terminal for providing a corresponding service, and a third party platform interfacing with the server and the service staff work terminal, the method comprising:
the client sends real-time information of alarm or service to the service center, and the client has an information sending number for realizing communication with the service center, so that the client has access right and establishes connection with the service center to realize the transmission of the real-time information; the client is also interacted with at least one group of equipment monitoring terminals, and the equipment monitoring terminals are used for enabling monitoring personnel to check the state information of the client in real time;
the service center receives and carries out real-time recording and information queuing on the acquired real-time information with the information sending number, the real-time information queuing forms an information queue, and unprocessed real-time information in the information queue forms a task list to be processed by service personnel;
when the real-time information in the message queue is processed or the service personnel processes the real-time information in the task list within 3s, the real-time information content and the information sending number form a real-time information data packet with a unique mark and are transmitted into the server, a work order information data packet is generated in the server, and the service center assigns the work order information data packet to the service personnel work terminal;
when the service personnel do not process the real-time information in the task list within 3s, pushing the real-time information to a service site, and assigning the real-time information to a service personnel working terminal by the service site;
the service staff working terminal establishes communication with the service center to check the message content of the work order information data packet, and establishes a temporary management service group for the service staff working terminal, the server, the client and the equipment monitoring terminal so as to quickly check the message content of the sent work order information data packet;
the service personnel executes the work order information data packet, a voice talkback channel is established between the service personnel working terminal and the client, and the service personnel working terminal and the server are in butt joint with a third-party platform according to the voice talkback content or the work order message content to complete corresponding service or the service personnel directly arrive at the location of the client to perform field service;
and after the service is finished, canceling the temporary management service group, closing the intercommunication channel between the service staff working terminal and the client, and closing the connection channel between the current service staff working terminal and the server.
2. The method of claim 1, wherein the method comprises: the client, the service personnel working terminal and the equipment monitoring terminal need to be embedded with a special application program APP in advance, or small programs used correspondingly to the special application program APP, or corresponding two-dimensional codes are pasted; relevant information is filled in corresponding two-dimensional codes through activating a special application program APP, an applet or scanning, service personnel and a service personnel working terminal are bound, identity information binding is carried out between a user and a client and an equipment monitoring terminal, mutual matching of the client, the equipment monitoring terminal, a work order information data packet and the service personnel working terminal is achieved, and the client, the equipment monitoring terminal and the service personnel working terminal are all provided with a GPS map positioning function and a video shooting remote recording and playback function through the special application program APP.
3. The method of claim 1, wherein the method comprises: before the real-time information data packet is transmitted into a server to generate a work order, the real-time information data packet needs to be classified and counted and the authenticity of the real-time information content is judged, and the steps of the classification and counting of the real-time information data packet are as follows:
when the real-time information is service type information, directly generating a service type work order information data packet;
when the real-time information is alarm information, the alarm information needs to be uploaded to a supervision station of a service center, customer service staff and a client or an equipment monitoring end of the supervision station verify to judge the authenticity of the alarm information, if the alarm information belongs to false alarm information, the work order service is directly ended, and if the alarm information belongs to real alarm information, an alarm work order information data packet is generated.
4. A method for distribution management of a real-time information service center according to claim 3, wherein: the steps of checking the authenticity of the alarm information between the customer service personnel of the supervision site and the client or the equipment monitoring end are as follows:
the customer service personnel in the supervision site can directly play or playback the real-time information received by the server and sent by the client or the equipment monitoring end, or the customer service personnel and the client or the equipment monitoring end can directly establish a temporary voice channel, so that the customer service personnel and a user or the monitoring personnel can carry out voice intercommunication to determine alarm information, and the authenticity of the alarm information can be judged and verified.
5. The method for distribution management of the real-time information service center according to claim 1, wherein: the service center or the service site assigns the real-time information to an idle service staff work terminal according to the principle of proximity, the service center or the service site compares the user information and the client or equipment monitoring position information in the real-time information, selects the nearest idle and related service staff and service staff work terminals to generate a system work order after comparing the map position information with the service staff position information, automatically displays the work order information on the service staff work terminals, and establishes a temporary voice channel with the client or the equipment monitoring terminal to complete the related services of the client or the equipment monitoring terminal.
6. The method of claim 1, wherein the method comprises: the service staff work terminal and the server are automatically connected with the third-party platform through the Internet communication technology to complete corresponding services, and the server and the service staff work terminal are communicated, so that service staff can conveniently and quickly check the work order information sent by the server.
7. The method of claim 1, wherein the method comprises: the third party platforms include a 110 alert platform, a 119 fire platform, and a 120 first aid platform.
8. The method of claim 1, wherein the method comprises: the method for the guardian to check the state information of the client in real time by using the equipment monitoring terminal comprises the following steps: the monitoring personnel can better know the real-time dynamic information of the user used by the client through the equipment monitoring terminal by the voice information or the video information sent by the client and the geographical position information transmitted by the client.
9. The method of claim 1, wherein the method comprises: the client or the equipment monitoring terminal is used as an equipment information sending terminal, a communication protocol needs to be established with the service center in advance, relevant information is sent in real time to enable the service center to process in time, and instant voice communication between the service center and the client or the equipment monitoring terminal is achieved.
10. The method of claim 1, wherein the method comprises: the real-time information of the alarm class or the service class comprises a text service message, a voice message or a video message.
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