CN116708665A

CN116708665A - Call processing method, device, computer equipment and storage medium

Info

Publication number: CN116708665A
Application number: CN202310758153.1A
Authority: CN
Inventors: 高永飞
Original assignee: Shenzhen Lexin Software Technology Co Ltd
Current assignee: Shenzhen Lexin Software Technology Co Ltd
Priority date: 2023-06-25
Filing date: 2023-06-25
Publication date: 2023-09-05

Abstract

The embodiment of the application discloses a call processing method, a call processing device, computer equipment and a storage medium. The method comprises the following steps: responding to an outbound request aiming at a target called number, and determining a target outbound line from a plurality of preset candidate outbound lines; executing calling operation on the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number. Through the embodiment, the user can be prevented from being excessively disturbed, so that the complaint rate is reduced.

Description

Call processing method, device, computer equipment and storage medium

Technical Field

The present application relates to the field of communications technologies, and in particular, to a call processing method, a call processing device, a computer device, and a storage medium.

Background

The call center has many voice gateways for butting voice lines at present, and has commercial use and open source; in the traditional voice line interfacing process, after a calling number reaches a gateway, a line is selected by default to route out, then the line is either connected or not connected, and then after a ticket is written, the interaction of one call is completed.

In recent years, voice session initiation protocol (Session Initiation Protocol, SIP) lines on the market are various, line quality is uneven, line fault probability is very frequent, and in addition, the risk of being complained to shut down is relatively high for industrial reasons, so that in order to ensure the continuity and stability of call center service and the call completing rate, the requirements of preventing single line fault are very necessary by butting a plurality of lines, when a certain line is not successfully called, a number can automatically recall from a standby line, however, if all the lines which are not successfully called are automatically recalled, transient harassment users can be caused, and user complaints are caused.

Disclosure of Invention

The embodiment of the application provides a call processing method, a call processing device, computer equipment and a storage medium, which can carry out intelligent recall and avoid excessive harassment to users, thereby reducing complaint rate.

In a first aspect, an embodiment of the present application provides a call processing method, including:

responding to an outbound request aiming at a target called number, and determining a target outbound line from a plurality of preset candidate outbound lines;

executing calling operation on the target called number through the target outbound line;

when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not;

if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency;

determining whether to recall the target called number according to the target bell type;

and if the ring back tone frequency is not received, re-calling the target called number.

In a second aspect, an embodiment of the present application further provides a call processing apparatus, including:

the receiving and transmitting unit is used for receiving an outbound request aiming at a target called number;

the processing unit is used for responding to the outbound request and determining a target outbound line from a plurality of preset candidate outbound lines; executing calling operation on the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number.

In a third aspect, an embodiment of the present application further provides a computer device, which includes a memory and a processor, where the memory stores a computer program, and the processor implements the method when executing the computer program.

In a fourth aspect, embodiments of the present application also provide a computer readable storage medium storing a computer program comprising program instructions which, when executed by a processor, implement the above-described method.

The embodiment of the application provides a call processing method, a call processing device, computer equipment and a storage medium. Wherein the method comprises the following steps: responding to an outbound request aiming at a target called number, and determining a target outbound line from a plurality of preset candidate outbound lines; executing calling operation on the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number. In the embodiment of the application, when the calling operation is not switched on, whether to recall is determined according to whether the ring-back tone frequency is received or not and the type of the ring-back tone of the received ring-back tone frequency, and compared with the calling operation which is not successfully called in the prior art, the automatic recall is performed on the calling operation which is not successfully called, and the excessive harassment of users can be avoided through the embodiment, so that the complaint rate is reduced.

Drawings

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings required for the description of the embodiments will be briefly described below, and it is obvious that the drawings in the following description are some embodiments of the present application, and other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a schematic diagram of an application scenario of a call processing method according to an embodiment of the present application;

fig. 2 is a flow chart of a call processing method according to an embodiment of the present application;

fig. 3 is a schematic block diagram of a call processing apparatus according to an embodiment of the present application;

fig. 4 is a schematic block diagram of a computer device according to an embodiment of the present application.

Detailed Description

The following description of the embodiments of the present application will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all embodiments of the application. All other embodiments, which can be made by those skilled in the art based on the embodiments of the application without making any inventive effort, are intended to be within the scope of the application.

It should be understood that the terms "comprises" and "comprising," when used in this specification and the appended claims, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.

It is also to be understood that the terminology used in the description of the application herein is for the purpose of describing particular embodiments only and is not intended to be limiting of the application. As used in this specification and the appended claims, the singular forms "a," "an," and "the" are intended to include the plural forms as well, unless the context clearly indicates otherwise.

It should be further understood that the term "and/or" as used in the present specification and the appended claims refers to any and all possible combinations of one or more of the associated listed items, and includes such combinations.

The embodiment of the application provides a call processing method, a call processing device, computer equipment and a storage medium.

The execution main body of the call processing method may be the call processing apparatus provided by the embodiment of the present application, or a computer device integrated with the call processing apparatus, where the computer device is a computer device in a call center, where the call processing apparatus may be implemented in a hardware or software manner, and the computer device may be a terminal or a server.

Referring to fig. 1, fig. 1 is a schematic diagram of an application scenario of a call processing method according to an embodiment of the present application. The call processing method is applied to the call center 10 in fig. 1, after the call center 10 receives a call request of a user for a target outbound number through an outbound terminal 20 (such as a computer or a mobile phone, etc.), the call center will respond to the outbound request, then determine a target outbound line from a plurality of preset candidate outbound lines, and execute a call operation on the user terminal 30 corresponding to the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number.

The call processing method in this embodiment is applied to FreeSWITCH (an open source soft switching platform) component.

Fig. 2 is a flow chart of a call processing method according to an embodiment of the present application. As shown in fig. 2, the method includes the following steps S110 to S160.

S110, determining a target outbound line from a plurality of preset candidate outbound lines in response to an outbound request aiming at a target called number.

In this embodiment, when an outbound request for a target called number is received, a target outbound line is determined from a plurality of preset candidate outbound lines, where the candidate outbound lines provided in this embodiment may be SIP lines.

In some embodiments, the plurality of candidate outbound routes are from a plurality of route queues, each of the route queues including at least one of the candidate outbound routes.

In this embodiment, a plurality of line queues are 3 line queues, and each line queue includes 5 outbound lines for distance description, in practical application, specific numbers of the line queues and the outbound lines may be adjusted according to requirements, and specific numbers of the line queues and the outbound lines in the embodiment of the present application are not limited.

In this embodiment, the priority of each line queue is divided according to the historical call completing rate, the higher the call completing rate is, the higher the corresponding priority is, and the multiple line queues include a first line queue, a second line queue and a third line queue, where the priority of the first line queue is higher than the priority of the second line queue, and the priority of the second line queue is higher than the priority of the third line queue.

At this time, determining a target outbound route from among a plurality of preset candidate outbound routes includes: determining a target line ladder from a plurality of line ladders according to the ladder priority corresponding to each line ladder; and determining the target outbound route from the target route ladder.

For example, when an outbound request is received, a target line ladder is first determined from the line ladder with the highest priority, in this embodiment, the target line ladder is selected from the first line ladder, specifically, the target line ladder may be selected randomly from the first line ladder, or the target line ladder may be selected according to the concurrency of each candidate line ladder in the first line ladder; the target outbound route is determined from the target route ladder, and the target outbound route is selected randomly from the target route ladder, or the target outbound route is selected according to the concurrency quantity of each candidate route ladder in the target route ladder (the selected concurrency quantity is low).

In some embodiments, each priority line ladder includes a plurality of line ladders corresponding to route/service types respectively, for example, a first line ladder with a highest priority includes a plurality of first line ladders corresponding to route/service types respectively, the outbound request carries the target called number, an outbound prefix of the target called number and a calling number, and at this time, determining, according to the ladder priorities corresponding to the line ladders respectively, a target line ladder from a plurality of line ladders includes: and determining a plurality of candidate line cascades (such as a plurality of first line cascades) from the plurality of line cascades according to the cascade priorities respectively corresponding to the line cascades, and selecting the target line cascades corresponding to the outbound prefix or the calling number from the plurality of candidate line cascades.

In the embodiment, different line echelons are set for different routes, so that a call enters a corresponding route, and the call completing rate of the call is improved.

The number of the target called number in this embodiment may include a plurality of target called numbers, and in this embodiment, the call processing method in this embodiment needs to be executed separately for each target called number.

S120, executing calling operation on the target called number through the target outbound line.

In this embodiment, after the target outbound route is determined, a call operation is performed on the target called number through the target outbound route.

The ticket storage function is provided in this embodiment, and the ticket storage may be mysql (a relational database management system) storage based on open database interconnection (Open Database Connectivity, ODBC) or may be other redis storage. In the process of ticket storage, it records which outgoing line each call passes through, records the line ladder (priority) to which the outgoing line belongs, and stores the call condition of each call, such as whether to switch on, whether to ring back, whether the SIP status code of session initiation protocol (Session Initiation Protocol, SIP) is abnormal, etc., and statistics for the call completing rate, ring back rate and SIP abnormal code proportion of the subsequent outgoing line.

S130, judging whether a ring back tone frequency corresponding to the calling operation is received or not when the calling operation is determined not to be connected; if yes, go to step S140; if not, step S160 is performed.

In this embodiment, after executing the call operation on the target called number, it is further determined whether the call operation touches the user terminal (i.e. whether the user terminal rings normally), and specifically, whether the call operation touches the user terminal is determined first, and whether the call operation is received or not is determined through whether a connection response (ANSWER) returned by the network is received, if the connection ANSWER is received (indicating that the user has answered), the call operation is indicated to be completed, and it is determined that the call touches the user terminal, if the connection ANSWER is not received, indicating that the user has not answered at this time, and further combining with a ring back tone frequency is needed to determine whether the call operation touches the user terminal, and specifically, whether the ring back tone frequency is received.

The ring back tone may be 183 media, such as early media of FreeSWITCH (EARLY MEDIA), which is the ring back tone of the subscriber terminal/target outgoing line.

If the call operation is determined to be on, which indicates that the call operation has reached the ue, the embodiment only needs to recall the call operation that has not reached the ue.

And S140, performing ring identification processing on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring type of the ring back tone frequency.

In this embodiment, if it is determined that the ring-back tone frequency is received, it is further required to determine whether the call operation touches the user terminal according to the target ring-back tone type of the ring-back tone frequency, and in this embodiment, it is required to first determine the target ring-back tone type of the ring-back tone frequency, specifically, input the acquired ring-back tone frequency into a preset ring-back tone detection module to perform ring-back tone identification processing on the ring-back tone frequency, and output the target ring-back tone type of the ring-back tone frequency.

S150, determining whether to recall the target called number according to the target bell type.

Specifically, if the target bell type belongs to a preset first bell type, re-calling the target called number, wherein the first bell type indicates that the calling operation does not reach the user terminal corresponding to the target called number; and if the target bell type belongs to a preset second bell type, not re-calling the target called number, wherein the second bell type indicates that the calling operation has reached the user terminal.

For example, the first ring type includes ring types such as arrears, shutdown, and line failure, and the second ring type includes ring types such as user hang-up and user not answer.

S160, re-calling the target called number.

In this embodiment, if the ring back tone frequency is not received, it is determined that the user terminal is not touched by the current calling operation, and in this case, in order to improve the touch rate of the user, the target called number needs to be called again.

In some embodiments, the re-calling the target called number includes: determining a recall line echelon from a plurality of line echelons according to the recall times of the target called number and the echelon priority corresponding to each line echelon; determining a recall line from the recall line ladder; and taking the re-calling line as the target calling line, and returning to execute the step of executing the calling operation on the target called number through the target calling line.

For example, when the number of recall is the first recall, the second line bank is determined to be the current recall line bank, and when the number of recall is the second recall, the third line bank is determined to be the current recall line bank; after determining the re-calling line ladder, selecting a re-calling line from the re-calling line ladder, specifically, selecting the re-calling line from the re-calling line ladder randomly or selecting the re-calling line according to the concurrency of each candidate line ladder in the re-calling line ladder, when determining the re-calling line, taking the re-calling line as a target outbound line, returning to execute step S120 until all line ladder are polled, specifically, after taking the re-calling line as the target outbound line, the re-calling step includes: executing calling operation on a target called number, and judging whether a ring back tone frequency corresponding to the calling operation is received or not when the calling operation is determined not to be connected; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number.

In other embodiments, in a manual call scenario where the call demand is low, when it is determined that a recall is required, a recall line required for the recall may be preferentially selected from a line ladder having a higher priority, for example, the first line ladder includes a first recall line, a second recall line, and a third recall line, when the first recall line is used, a recall line may be selected from the second recall line and the third recall line when the recall is performed, and when the polling of lines in the first line ladder is completed and the recall line is not yet completed, the recall line is selected from the second line ladder.

In some embodiments, the present embodiment further needs to monitor, in real time, performance data corresponding to each of the candidate outbound lines, where the performance data includes at least one of a call completing rate, a ring back tone rate, and a SIP abnormal code ratio; then determining whether an abnormal outbound line exists in a plurality of candidate outbound lines according to the line abnormal conditions respectively corresponding to each line echelon and each performance data; if the abnormal outbound line exists, generating line abnormal reminding information.

Specifically, in this embodiment, different line exception conditions need to be set for different line queues, and in some embodiments, when the line exception conditions include performance data being smaller than a preset performance threshold, a corresponding candidate outbound line is determined to be an exception outbound line, where the performance threshold includes at least one of a call completing rate threshold, a ring-back rate threshold, and a SIP exception code proportion threshold, the performance data corresponds to a performance threshold type, where the performance threshold of the line queue with a higher priority is smaller, for example, when the performance data is a call completing rate and the performance threshold is a call completing rate threshold, the call completing rate threshold corresponding to the first line queue is smaller than the call completing rate threshold corresponding to the second line queue, and the call completing rate threshold corresponding to the second line queue is smaller than the call completing rate threshold corresponding to the third line queue.

Therefore, according to the embodiment, different line abnormal conditions can be respectively set for the candidate outbound lines in different line echelons, personalized monitoring can be conducted on different candidate outbound lines, monitoring is conducted according to the characteristics of different outbound lines, and the monitoring rationality is enhanced.

In some embodiments, after the line abnormality reminding information is generated, the candidate outbound line corresponding to the line abnormality reminding information may be manually or automatically adjusted subsequently, for example, in a manual step, after a worker sees the line abnormality reminding information, the worker contacts with a corresponding operator of the abnormal outbound line corresponding to the line abnormality reminding information, requests the operator to check the line, and decides whether to manually adjust the abnormal outbound line according to a check result fed back by the operator, where specific adjustment includes deleting the abnormal outbound line, or replacing a line ladder described by the abnormal outbound line. In the automatic step, the line cascade adjustment processing is performed on the abnormal outbound line according to the line abnormality reminding information, for example, the abnormal outbound line is deleted from the corresponding line cascade, an outbound line is automatically added to the line cascade in a line cascade candidate pool, or the abnormal outbound line is automatically subjected to line cascade degradation processing, for example, the abnormal outbound line belongs to a first line cascade originally, and the abnormal outbound line is degraded to a second line cascade.

In some embodiments, a large line disc is arranged, a plurality of display areas are divided in the large line disc according to the line echelons, and performance data of the candidate outbound lines in each line echelon are updated and displayed in real time in the corresponding display areas, so that a worker can conveniently monitor the candidate outbound lines in each line echelon in real time.

Therefore, in this embodiment, the outbound lines are classified according to the performance data such as the call completing rate, and the outbound and the recall operation are performed according to the classified line echelons, so that the stability of the outbound lines is permanently ensured, and the large disc data of the whole telephone call cannot be affected due to the abnormality of a certain outbound line.

In summary, in the embodiment of the present application, in response to an outbound request for a target called number, a target outbound line is determined from a plurality of preset candidate outbound lines; executing calling operation on the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number. In the embodiment of the application, when the calling operation is not switched on, whether to recall is determined according to whether the ring-back tone frequency is received or not and the type of the ring-back tone of the received ring-back tone frequency, and compared with the calling operation which is not successfully called in the prior art, the automatic recall is performed, and the excessive harassment of users can be avoided and the complaint rate is reduced through the embodiment.

In addition, under the condition that the call is not connected, the embodiment further combines the ring type of the ring back tone to judge whether the user is touched, and compared with the method for touching the user terminal by default only by detecting the ring back tone, the method can improve the touch rate of the user and further improve the telemarketing effect.

Fig. 3 is a schematic block diagram of a call processing apparatus 300 according to an embodiment of the present application. As shown in fig. 3, the present application also provides a call processing apparatus 300 corresponding to the above call processing method. The call processing apparatus 300 includes a unit for performing the above-described call processing method, and the call processing apparatus 300 may be configured in a terminal or a server, which is a terminal or a server in a call center. Specifically, referring to fig. 3, the call processing apparatus 300 includes a transceiver 301 and a processing unit 302.

A transceiver unit 301, configured to receive an outbound request for a target called number;

a processing unit 302, configured to determine a target outbound route from a preset plurality of candidate outbound routes in response to the outbound request; executing calling operation on the target called number through the target outbound line; when the calling operation is determined not to be connected, judging whether a ring back tone frequency corresponding to the calling operation is received or not; if the ring back tone frequency is received, ring back tone identification processing is carried out on the ring back tone frequency according to a preset ring back tone detection module so as to determine the target ring tone type of the ring back tone frequency; determining whether to recall the target called number according to the target bell type; and if the ring back tone frequency is not received, re-calling the target called number.

In some embodiments, the processing unit 302 is specifically configured to, when executing the step of determining whether to recall the target called number according to the ring type:

if the target bell type belongs to a preset first bell type, re-calling the target called number, wherein the first bell type indicates that the calling operation does not reach the user terminal corresponding to the target called number;

and if the target bell type belongs to a preset second bell type, not re-calling the target called number, wherein the second bell type indicates that the calling operation is touched to the user terminal.

In some embodiments, the processing unit 302 is specifically configured to, when executing the step of determining the target outgoing line from the preset plurality of candidate outgoing lines:

determining a target line ladder from a plurality of line ladders according to the ladder priority corresponding to each line ladder;

and determining the target outbound route from the target route ladder.

In some embodiments, the processing unit 302 is specifically configured to, when performing the step of re-calling the target called number:

determining a recall line echelon from a plurality of line echelons according to the recall times of the target called number and the echelon priority corresponding to each line echelon;

determining a recall line from the recall line ladder;

and taking the re-calling line as the target calling line, and returning to execute the step of executing the calling operation on the target called number through the target calling line.

In some embodiments, the processing unit 302 is further configured to:

monitoring performance data corresponding to each candidate outbound line, wherein the performance data comprises at least one of a call completing rate, a ring back tone rate and an SIP abnormal code proportion;

determining whether an abnormal outbound line exists in a plurality of candidate outbound lines according to line abnormal conditions respectively corresponding to each line echelon and each performance data;

if the abnormal outbound line exists, generating line abnormal reminding information.

In some embodiments, after performing the step of generating the line anomaly alert information, the processing unit 302 is further configured to:

and carrying out line echelon adjustment processing on the abnormal outbound line according to the line abnormality reminding information.

In the embodiment of the application, when the call operation is not switched on, the call processing device 300 decides whether to recall according to whether the ring back tone frequency is received or not and the type of the ring back tone of the received ring back tone frequency, and compared with the prior art which automatically recall the call operation which is not successfully called, the call processing device 300 in the embodiment can avoid excessively harassment to the user and reduce the complaint rate.

It should be noted that, as those skilled in the art can clearly understand the specific implementation process of the call processing apparatus and each unit, reference may be made to the corresponding description in the foregoing method embodiment, and for convenience and brevity of description, details are not repeated herein.

The call processing means described above may be implemented in the form of a computer program which is executable on a computer device as shown in fig. 4.

Referring to fig. 4, fig. 4 is a schematic block diagram of a computer device according to an embodiment of the present application. The computer device 400 may be a terminal or a server.

With reference to FIG. 4, the computer device 400 includes a processor 402, a memory, and a network interface 405, which are connected by a system bus 401, wherein the memory may include a non-volatile storage medium 403 and an internal memory 404.

The non-volatile storage medium 403 may store an operating system 4031 and a computer program 4032. The computer program 4032 includes program instructions that, when executed, cause the processor 402 to perform a call processing method.

The processor 402 is used to provide computing and control capabilities to support the operation of the overall computer device 400.

The internal memory 404 provides an environment for the execution of a computer program 4032 in the non-volatile storage medium 403, which computer program 4032, when executed by the processor 402, causes the processor 402 to perform a call processing method.

The network interface 405 is used for network communication with other devices. It will be appreciated by those skilled in the art that the architecture shown in fig. 4 is merely a block diagram of some of the architecture relevant to the present inventive arrangements and is not limiting of the computer device 400 to which the present inventive arrangements may be implemented, and that a particular computer device 400 may include more or less components than those shown, or may be combined with some components, or may have a different arrangement of components.

Wherein the processor 402 is configured to execute a computer program 4032 stored in the memory to implement the steps of:

It should be appreciated that in embodiments of the present application, the processor 402 may be a central processing unit (Central Processing Unit, CPU), the processor 402 may also be other general purpose processors, digital signal processors (Digital Signal Processor, DSPs), application specific integrated circuits (Application Specific Integrated Circuit, ASICs), off-the-shelf programmable gate arrays (Field-Programmable Gate Array, FPGAs) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or the like. Wherein the general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.

Those skilled in the art will appreciate that all or part of the flow in a method embodying the above described embodiments may be accomplished by computer programs instructing the relevant hardware. The computer program comprises program instructions, and the computer program can be stored in a storage medium, which is a computer readable storage medium. The program instructions are executed by at least one processor in the computer system to implement the flow steps of the embodiments of the method described above.

Accordingly, the present application also provides a storage medium. The storage medium may be a computer readable storage medium. The storage medium stores a computer program, wherein the computer program includes program instructions. The program instructions, when executed by the processor, cause the processor to perform the steps of:

The storage medium may be a U-disk, a removable hard disk, a Read-Only Memory (ROM), a magnetic disk, or an optical disk, or other various computer-readable storage media that can store program codes.

Those of ordinary skill in the art will appreciate that the elements and algorithm steps described in connection with the embodiments disclosed herein may be embodied in electronic hardware, in computer software, or in a combination of the two, and that the elements and steps of the examples have been generally described in terms of function in the foregoing description to clearly illustrate the interchangeability of hardware and software. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present application.

In the several embodiments provided by the present application, it should be understood that the disclosed apparatus and method may be implemented in other manners. For example, the device embodiments described above are merely illustrative. For example, the division of each unit is only one logic function division, and there may be another division manner in actual implementation. For example, multiple units or components may be combined or may be integrated into another system, or some features may be omitted, or not performed.

The steps in the method of the embodiment of the application can be sequentially adjusted, combined and deleted according to actual needs. The units in the device of the embodiment of the application can be combined, divided and deleted according to actual needs. In addition, each functional unit in the embodiments of the present application may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit.

The integrated unit may be stored in a storage medium if implemented in the form of a software functional unit and sold or used as a stand-alone product. Based on such understanding, the technical solution of the present application is essentially or a part contributing to the prior art, or all or part of the technical solution may be embodied in the form of a software product stored in a storage medium, comprising several instructions for causing a computer device (which may be a personal computer, a terminal, a network device, etc.) to perform all or part of the steps of the method according to the embodiments of the present application.

While the application has been described with reference to certain preferred embodiments, it will be understood by those skilled in the art that various changes and substitutions of equivalents may be made and equivalents will be apparent to those skilled in the art without departing from the scope of the application. Therefore, the protection scope of the application is subject to the protection scope of the claims.

Claims

1. A call processing method, comprising:

2. The method of claim 1, wherein said determining whether to recall the target called number based on the ring tone type comprises:

3. The method of claim 2, wherein the plurality of candidate outbound lines are from a plurality of line queues, each line queue including at least one of the candidate outbound lines.

4. The method of claim 3, wherein the determining the target outgoing line from the preset plurality of candidate outgoing lines comprises:

and determining the target outbound route from the target route ladder.

5. The method of claim 3, wherein the re-calling the target called number comprises:

determining a recall line from the recall line ladder;

6. The method according to any one of claims 3 to 5, further comprising:

7. The method of claim 6, wherein after generating the line anomaly alert message, the method further comprises:

8. A call processing apparatus, comprising:

9. A computer device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the call processing method according to any of claims 1-7 when executing the computer program.

10. A storage medium storing a computer program comprising program instructions which, when executed by a processor, cause the processor to perform the call processing method of any one of claims 1 to 7.