WO2011032335A1 - 留言管理方法及装置 - Google Patents

留言管理方法及装置 Download PDF

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Publication number
WO2011032335A1
WO2011032335A1 PCT/CN2009/075685 CN2009075685W WO2011032335A1 WO 2011032335 A1 WO2011032335 A1 WO 2011032335A1 CN 2009075685 W CN2009075685 W CN 2009075685W WO 2011032335 A1 WO2011032335 A1 WO 2011032335A1
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WIPO (PCT)
Prior art keywords
message
reply
user
push
viewing
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PCT/CN2009/075685
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English (en)
French (fr)
Inventor
李永强
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中兴通讯股份有限公司
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Publication of WO2011032335A1 publication Critical patent/WO2011032335A1/zh

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Classifications

    • HELECTRICITY
    • H04ELECTRIC COMMUNICATION TECHNIQUE
    • H04MTELEPHONIC COMMUNICATION
    • H04M3/00Automatic or semi-automatic exchanges
    • H04M3/42Systems providing special services or facilities to subscribers
    • H04M3/50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • the present invention relates to video call technology, and in particular to a message management method and apparatus. Background technique
  • Video call center is an important economic growth point in the development of modern communication. It combines the key technologies of video and call center to provide users with high-quality, real-time video, audio and integrated data services.
  • the video call center has The huge potential business value has broad application prospects in the banking, insurance and real estate industries.
  • video agents In the current 4 ⁇ limited business applications, video agents occupy a more important position, but due to the small number of seats and the time limit of day and night services, for the current 3G users, video agents cannot guarantee customers. Providing a complete service, therefore, the appearance of video messages has a significant effect on the improvement of the entire video call center customer service.
  • the processing method of the 3G customer service for the video message is: recording the video, and then loading and watching at the agent end.
  • the video message management method does not record the subsequent processing flow of the video message, so that the attendant operator cannot know that there is The new message has not been processed, and the user cannot know that his or her message has been replied, resulting in a poor user experience.
  • the present invention is directed to a message management method and apparatus, which can solve the problem that the video message management method in the related art does not record the subsequent processing flow of the video message, and the user experience is poor.
  • a message management method comprising the steps of: receiving and saving a user's message, and notifying the operator; recording and saving the operator's reply to the message; sending the user for viewing Reply push (push) message.
  • the user's message is received and saved, and the operator is notified to specifically include: receiving the message, and saving the message to the network file server NFS (Network File
  • calculating the priority of the message according to the parameter of the message specifically includes: quantifying four parameters of the message type of the message, the length of the message, the number of messages, and whether the message is replied, and obtaining a corresponding quantization level; The coefficients weighted and summed the four quantization levels to obtain a priority.
  • calculating the priority of the message according to the parameter of the message further comprises: dynamically adjusting the predetermined weighting coefficient according to the message parameter in the predetermined time.
  • recording and saving the operator's reply to the message specifically includes: sorting the plurality of messages according to the priority, and providing the sorting result to the operator; receiving the operator's selection of the sorting knot, and playing back the selected one.
  • Message Record the attendant's reply to the selected message, and upload a reply to the NFS server; send a reply completion message to the push server.
  • the sending the push message for viewing the reply to the user specifically includes: the push server receives the reply completion message; the push server sends the view mode query push message to the user corresponding to the selected message, and the viewing mode includes the access code.
  • the viewing push message includes an access code for viewing the reply; if the user selects to download the viewing mode, the viewing push message includes the restored download address.
  • a message management apparatus including: a message receiving module, configured to receive and save a message of a user, and notify an operator; a reply processing module, configured to record and save Attendant's reply to the message; push module, used to The user sends a push message for viewing the reply.
  • the message receiving module specifically includes: a receiving unit, configured to receive a message, and save the message to an NFS server; a recording unit, configured to record a parameter of the message; a priority calculating unit, configured to The parameter calculates the priority of the message; the prompting unit is used to prompt the operator to wait for the message to be processed.
  • the priority calculation unit specifically includes: a quantization subunit, configured to quantize four parameters of a message type, a message duration, a message number, and a message reply, to obtain a corresponding quantization level; And a unit, configured to perform weighted summation on the four quantization levels according to a predetermined weighting coefficient to obtain a priority.
  • the priority calculation unit further includes: a dynamic adjustment subunit, configured to dynamically adjust the predetermined weighting coefficient according to the message parameter in the predetermined time.
  • the reply processing module specifically includes: a sorting unit, configured to sort the plurality of messages according to the priority, and provide the sorting result to the operator; and the playback unit is configured to receive the operator's selection of the sorting result, and The selected message is played back; the recording unit is configured to record the response of the operator to the selected message, and upload a reply to the NFS server; and the notification unit is configured to send a reply completion message to the push server.
  • a sorting unit configured to sort the plurality of messages according to the priority, and provide the sorting result to the operator
  • the playback unit is configured to receive the operator's selection of the sorting result, and The selected message is played back
  • the recording unit is configured to record the response of the operator to the selected message, and upload a reply to the NFS server
  • the notification unit is configured to send a reply completion message to the push server.
  • the pushing module specifically includes: an inquiring unit, configured to: the pushing server receives the reply completion message, and sends a viewing mode query push message to the user corresponding to the selected message, where the viewing mode includes the access code viewing mode and the downloading The viewing mode; the pushing unit is configured to receive the user's selection of the viewing mode, and send the viewing push message according to the selected viewing mode.
  • the viewing push message includes an access code for viewing the reply; and if the user selects to download the viewing mode, the viewing push message includes the restored download address.
  • the above embodiment prompts the attendant to reply to the message, and sends a push message to notify the user to view the reply after the operator replies, It only speeds up the processing process of the manual agent, and speeds up the user's viewing of the reply, thereby shortening the time from the incoming message to the reply, improving the real-time performance of the message processing and improving the user experience, thus overcoming the related technology.
  • the message management method in the middle does not record the subsequent processing flow of the video message and the problem of poor user experience.
  • FIG. 1 shows a flow chart of a management method according to a first embodiment of the present invention
  • FIG. 2 is a block diagram showing a video call center according to a second embodiment of the present invention
  • FIG. 3 is a flow chart showing a message record according to a third embodiment of the present invention
  • Figure 4 is a flow chart showing the priority generation in Figure 3;
  • FIG. 5 is a schematic diagram showing a push message according to a fourth embodiment of the present invention.
  • FIG. 6 is a flowchart showing a process of a push server according to a fifth embodiment of the present invention
  • FIG. 7 is a flowchart showing a push of a push server according to a sixth embodiment of the present invention
  • FIG. 8 is a view showing a seventh embodiment of the present invention. a structural diagram of a management device of an embodiment
  • Fig. 9 is a block diagram showing the configuration of a management system according to an eighth embodiment of the present invention. detailed description
  • FIG. 1 shows a flow chart of a management method according to a first embodiment of the present invention, the method comprising the following steps:
  • Step 101 Receive and save the user's message, and notify the operator;
  • Step 102 Record and save the attendant's reply to the message
  • Step 103 Send a push message for viewing the reply to the user.
  • the operator is prompted to reply to the message, and after the operator responds, the push message is sent to notify the user to view the reply, not only It speeds up the processing process of the manual agent, and speeds up the user's viewing of the reply, thereby shortening the time from the incoming message to the reply, so that the user can get the reply of the customer service center in the first time, and improve the operation efficiency of the customer service center.
  • the user experience is improved, so the problem that the message management method in the related art does not record the subsequent processing flow of the video message and the user experience is poor.
  • the message management method of the embodiment adopts the push mechanism of the active reply, and the message processing efficiency is really improved under the condition of low resource consumption, and the scalability is strong.
  • the voice can be widely applied to audio. Messages, voicemail and other related fields.
  • FIG. 2 is a block diagram showing a video call center according to a second embodiment of the present invention.
  • the message management method is applied to the field of video message management, and the annotations involved in FIG. 2 are as follows:
  • CTI Computer Telephony Integration
  • ACD Automatic Call Distributor
  • CMS Convedia Media Server
  • VOG Frequency Interworking Gateway
  • Push Proxy Gateway PPG
  • step 101 specifically includes: receiving a message, and saving the message to an NFS server; recording a parameter of the message; calculating a priority of the message according to the parameter of the message; and prompting the operator to wait for the message to be processed.
  • the user terminal accesses the service of the service control point (SCP) of the intelligent network through the VIG, and performs manual consultation through the prompt tone of the service. If the night service or the agent is busy, the user selects the service.
  • SCP service control point
  • the message function is used to leave a message.
  • the parameter of the message is also written into the management table S1
  • the parameter includes the calling number of the user, the message time, the length of the message, The number of messages, whether the message is replied, the type of the package, and other related data, and the priority of the message is calculated according to the above parameters, and when the artificial agent is in an idle state, the attendant is prompted to have a message waiting for processing.
  • FIG. 3 is a flow chart showing the message recording according to the third embodiment of the present invention, including the following steps:
  • Step 301 The user dials into the service, and selects a message function in the service;
  • Step 302 Check the database, determine whether there is a reply that the user does not watch, if there is a reply that is not viewed, go to step 303; if there is no reply that is not viewed, go to step 304; Step 303: Play the message to the user terminal leave a feedback;
  • Step 304 Determine whether there is an unreturned message of the user, if there is a non-return message of the user, go to step 305; if there is no unreviewed message of the user, go to step 306; Step 305: Determine that the message is not returned If the number of times is greater than n times, if it is less than or equal to n times, go to step 306; if it is greater than n times, that is, the user already has a certain number of messages but has not yet replied, the service no longer provides a message function, and the process ends;
  • Step 306 The user makes a consultation message
  • Step 307 Form a path for saving the message on the NFS server and a corresponding file name according to the message time and the calling number;
  • Step 308 The calling number, the message time, the user priority, the message duration, and the message are Step 310: Determine whether there is a message generation on the agent side, if there is a message, go to step 311; if no message is generated, the process ends;
  • Step 311 prompting the attendant to have a message waiting for processing.
  • hierarchical management and statistics of video messages are implemented by generating priorities.
  • calculating the priority of the message according to the parameter of the message specifically includes: quantifying four parameters of the message type of the message, the length of the message, the number of messages, and whether the message is replied, and obtaining a corresponding quantization level; The coefficients weighted and summed the four quantization levels to obtain a priority.
  • the weighting sum is used as the base number based on the type of the package in the message parameter, the length of the message, the number of messages, and whether the message is replied. Specifically, each parameter is first quantized, for example, each parameter is quantized to a number of 0-5 as the quantization level of the parameter, thereby obtaining four quantization levels corresponding to the four parameters, and then according to the predetermined The weighting coefficients (for example, 1/4) are weighted and summed for the obtained four quantization levels. In doing so, a quantitative evaluation of the importance of the user's message is achieved, which helps to sort and process the message in a timely manner.
  • calculating the priority of the message according to the parameter of the message further comprises: dynamically adjusting the predetermined weighting coefficient according to the message parameter in the predetermined time, for example, dynamically adjusting the weighting coefficient when the database is maintained in the daily database.
  • dynamically adjusting the predetermined weighting coefficient according to the message parameter in the predetermined time for example, dynamically adjusting the weighting coefficient when the database is maintained in the daily database.
  • FIG 4 is a flow chart showing the priority generation in Figure 3, including the following steps:
  • Step 401 According to the type of the package, the length of the message, the number of messages, and whether the message is replied to four parameters, a weighting algorithm generates a priority number, wherein each parameter corresponds to 0-5—a total of six priorities, each time the user performs After the message, according to the priority of each indicator, the weighted summation is performed, and the basic weight coefficient is 1/4;
  • Step 402 Determine whether it is necessary to dynamically adjust the weighting factor, if necessary, go to step 403; If not needed, the process ends;
  • Step 403 Perform dynamic adjustment of the weighting coefficient, and the principle of adjustment is to perform the summation of the powers according to the weight of each indicator;
  • Step 404 Perform priority adjustment according to the weighting algorithm, and calculate a priority.
  • step 102 specifically includes: sorting a plurality of messages according to priorities, and providing a sorting balance to the operator; receiving the operator's selection of the sorting balance, and playing back the selected message; recording the attendant pair
  • the reply of the selected message is sent, and the reply is uploaded to the NFS server; a reply completion message is sent to the push server.
  • the operator first receives the command to read the message. If the operator chooses to sort the plurality of messages according to the priority, the saved plurality of messages are sorted according to the priority and presented to the operator through the manual page. For the operator to choose, receive the operator's choice of a particular message, and play back the message. If the operator responds after watching the playback, record the reply, upload the reply file to the NFS server, and write the corresponding to the management table S1. The flag and the reply file address are sent, and a reply completion message is sent to the push server to notify the push server to enter the push process. In doing so, the attendant can judge according to the priority of different messages, so that priority is given to prioritizing more important and urgent user messages, which meets different user needs.
  • the step 103 includes: the push server receives the reply completion message; the push server sends the view mode query push message to the user corresponding to the selected message, and the view mode includes the access code viewing mode and the download viewing mode; Select and send a watch push message according to the selected viewing mode.
  • the push server in the embodiment After receiving the manual agent reply completion message, the push server in the embodiment reads the management table S1, obtains the calling number of the related message, and sends the viewing mode inquiry push message to the mobile terminal through the PPG, and receives the user's viewing mode. After the selection, the viewing push message for the user to view the reply is sent according to the selected viewing mode.
  • This embodiment supports the manner in which the user selects a reply according to his or her actual situation, and satisfies the needs of different users.
  • the watching push message includes an access code for viewing the reply.
  • the access code of the access code is selected by the user.
  • the access message carries the access code for the user to view the reply, and the user terminal receives the access code after receiving the push message. Make incoming calls into the video to automatically view the relevant responses.
  • the viewing push message includes the downloaded download address.
  • the user selects a download mode.
  • the download message carries a download address for the user to download the reply.
  • the user terminal After receiving the push message, the user terminal triggers the mobile phone by using the flag of the push message. Download process, download the local reply record to this machine to watch.
  • FIG. 5 is a schematic diagram of a push message according to a fourth embodiment of the present invention.
  • This embodiment transforms an existing push message by using a notification message (a type of push message) in the DM standard protocol.
  • the reserved field in the message increases the protocol dialogue between the terminal and the server in the push mechanism, and then completes the message push service according to the media server resource and the user's will.
  • the push message includes:
  • Message Header A message indicating the setting of the message push, the terminal can distinguish the normal push message and the message push message according to the flag;
  • message serial number (LY-Msg-Seq): The entire modified push message in the message push phase has a total of five, the message serial number as a distinguishing mark:
  • 010 indicates that the user has received a response message.
  • 011 indicates that the push mode sent by the push server asks for a push message
  • 100 indicates the viewing selection mode of the user reply; 101: indicates a viewing push message sent by the push server, where the information about the viewing mode sent by the server to the user according to the viewing mode selected by the user, if the CMS threshold is reached, the downloading and viewing can only be sent;
  • the message exchange with the user terminal is implemented by using the modified push message, thereby achieving the purpose of pushing the reply record to the user.
  • FIG. 6 is a flowchart of processing of a push server according to a fifth embodiment of the present invention.
  • the push server receives the message that the message is generated by the agent, a push message is constructed, and the content of the structure is shown in FIG. 5.
  • the push server determines whether the push message is the generated push message for sending, or the received push reply message from the user terminal, if Sending a message for push, sending the message to the PPG for sending to the user terminal; if replying to the message, determining which reply message is, if it is the first reply message, parsing the user selection, resending or The record in the database records 'message transmission rejection,; if it is the second reply message, the corresponding value is sent to the end user according to the user's selection, and finally sent to the PPG according to the calling number corresponding to the session ID.
  • Step 601 The push server receives the reply completion message generated by the agent, and constructs a push message as shown in FIG. 5, and simultaneously inserts the constructed session ID (message dialog number, each caller number corresponding to a session ID) Go to the database and the item associated with the calling number;
  • Step 602 Determine whether the push message is a generated push message for sending, or a received push reply message from the user terminal, and if it is a push reply message, go to the step 609; If the message is sent for push, go to step 603;
  • Step 603 continue to determine whether there is a reply, if there is a reply, go to step 604; if there is no reply, go to step 607;
  • Step 604 Continue to determine whether the CMS threshold is reached, if yes, go to step 606; if the threshold is not reached, go to step 605;
  • Step 605 Send a viewing mode to query a push message, so that the user selects a viewing mode, and the process ends;
  • Step 606 If the threshold is reached, only the download and watch can be sent, and the watch push message carrying the download address is directly sent, and the process ends;
  • Step 607 Determine a message sequence number
  • Step 608 Generate a push message as shown in FIG. 5, and the process ends.
  • Step 609 Analyze the LY-MSG field to obtain the sequence number of the message reply
  • Step 611 continue to determine whether the user agrees to accept the message reply, if yes, go to step 613; if not, go to step 612;
  • Step 612 determining whether the number of rejections is greater than n is established, if yes, the process ends; if not, proceeding to step 608;
  • Step 613 Write the management database, set the message reply label to have been replied, go to step 618;
  • Step 614 Analyze the LY-MSG field to obtain a reply from the terminal;
  • Step 616 Record the download address data in the vendor-specific field of the push message, and go to step 618;
  • Step 617 Record the access code data in the vendor-specific field of the push message.
  • Step 618 Send the watch push message to the PPG according to the calling number corresponding to the session ID, and the process ends.
  • the background processing of the user's message is realized, and the user initiates a reply, so that the entire video message system can really play a role, improve the user experience, and can effectively make the system effective when 3G rapidly develops large traffic volume. application.
  • the method further includes: deleting a message that has been viewed by the user in the NFS server.
  • the corresponding service logic is deployed on the database server.
  • the query management table S1 knows that the message has been replied and is sent to the user, the related record of the message on the NFS server is deleted. In doing so, the storage resources of the server are saved, the resource utilization rate of the customer service center is improved, and the message processing capability is improved.
  • FIG. 7 is a flowchart of a push server according to a sixth embodiment of the present invention.
  • the push server obtains corresponding parameters by using a management database item, and completes automatic transmission of the response video by using a processing module of the push message. Includes the following steps:
  • Step 701 The push server daemon obtains the agent side reply message
  • Step 702 Determine whether there is a push message in the process, if there is a push message in progress, go to step 703; if there is no push message in progress, go to step 704;
  • Step 703 The listening thread stores the push message, and the process ends.
  • Step 704 Continue to determine whether there is an unsent message, if there is an unsent message, then Go to step 705; if there is no unsent message, the process ends;
  • Step 705 Push the active reply message according to the output of the processing module of the push message.
  • Step 706 The push server interacts with the terminal.
  • Step 707 The push server processes the push message; and deploys a corresponding policy on the management server of the data table, analyzes the message flag in the entry every n time, and retrieves the corresponding delete and update message. Priority policy; and maintain the corresponding flag on the record server.
  • the corresponding flag bits on the maintenance record server include: refusal to view, accept the view message, have been viewed, and after recording, view the next record obtained, and the process ends.
  • an active reply to the user's message is implemented by means of push.
  • FIG. 8 is a structural diagram of a management apparatus according to a seventh embodiment of the present invention.
  • the apparatus includes: a message receiving module 801, configured to receive and save a message of a user, and notify an operator; and a reply processing module 802 for recording and Save the attendant's reply to the message;
  • the pushing module 803 is configured to send a push message for viewing the reply to the user.
  • the message receiving module 801 firstly receives and saves the user's message, and notifies the operator, and then uses the reply processing module 802 to record and save the operator's reply to the message, and finally uses the push module 803 to send a push message for viewing the reply to the user.
  • the reply processing module 802 uses the reply processing module 802 to record and save the operator's reply to the message
  • the push module 803 uses the push module 803 to send a push message for viewing the reply to the user.
  • the push message is sent to notify the user to view the reply, which not only speeds up the processing process of the manual agent, but also speeds up the user's reply.
  • the message management device adopts the push mechanism of active reply, which improves the message processing efficiency and has strong scalability in the case of low resource consumption, and is widely used in the field of video message management, and can be widely applied to audio messages and voice mails. In related fields.
  • the message receiving module 801 specifically includes: a receiving unit, configured to receive a message, and save the message to an NFS server; a recording unit, configured to record a parameter of the message; a priority calculating unit, configured to The parameter calculates the priority of the message; the prompting unit is used to prompt the operator to wait for the message to be processed.
  • the receiving unit first receives the message and saves the message to the NFS server, and then uses the recording unit to record the parameter of the message; then the priority calculating unit calculates the priority of the message according to the parameter of the message, and finally uses the prompting unit to the operator.
  • the message is waiting for processing to receive and save the user's message and notify the operator of the purpose.
  • the user terminal accesses the SCP (Service Control Point, the intelligent network control node) through the VIG, and calls the service, and performs manual consultation through the prompt tone of the service. If the night service or the agent is busy, the user selects The message function in the service is used to leave a message.
  • SCP Service Control Point, the intelligent network control node
  • a corresponding message record is generated on the NFS server, and the parameter of the message is also written into the management table S1, and the parameter includes the calling number, the message time, and the message duration of the user.
  • the number of messages, whether the message is replied, the type of the package, and other related data, and the priority of the message is calculated according to the above parameters, and when the artificial agent is in an idle state, the attendant is prompted to have a message waiting for processing.
  • the priority calculation unit specifically includes: a quantization subunit, configured to quantize four parameters of a message type, a message duration, a message number, and a message reply, to obtain a corresponding quantization level; And a unit, configured to perform weighted summation on the four quantization levels according to a predetermined weighting coefficient to obtain a priority.
  • each parameter is first quantized, such as quantizing each parameter to a number from 0-5 as the quantization of the parameter.
  • the level is obtained to obtain four quantization levels corresponding to the four parameters, and the obtained four quantization levels are weighted and summed according to a predetermined weighting coefficient (for example, 1/4). In doing so, a quantitative evaluation of the importance of the user's message is realized, which helps to sort and process the message in time.
  • the priority calculation unit further includes: a dynamic adjustment subunit, configured to dynamically adjust the predetermined weighting coefficient according to the message parameter in the predetermined time, for example, dynamic Adjustment.
  • a dynamic adjustment subunit configured to dynamically adjust the predetermined weighting coefficient according to the message parameter in the predetermined time, for example, dynamic Adjustment.
  • the importance of different user messages is distinguished, and the order of importance is adjusted in real time according to the current state, so that more important messages are processed more quickly, satisfying the needs of different users.
  • the reply processing module 802 specifically includes: a sorting unit, configured to sort the plurality of messages according to the priority, and provide the sorting result to the operator; and the playback unit is configured to receive the operator's selection of the sorting result, And playing back the selected message; the recording unit is configured to record the operator's reply to the selected message, and upload a reply to the NFS server; and the notification unit is configured to send a reply completion message to the push server.
  • a sorting unit configured to sort the plurality of messages according to the priority, and provide the sorting result to the operator
  • the playback unit is configured to receive the operator's selection of the sorting result, And playing back the selected message
  • the recording unit is configured to record the operator's reply to the selected message, and upload a reply to the NFS server
  • the notification unit is configured to send a reply completion message to the push server.
  • the sorting unit first sorts a plurality of messages according to the priority, and provides the sorting result to the operator, and then uses the playback unit to receive the operator's selection of the sorting result, and plays back the selected message, and then records by using the recording unit.
  • the attendant responds to the selected message and uploads a reply to the NFS server.
  • the notification unit sends a reply completion message to the push server to record and save the operator's reply to the message.
  • the operator after the operator is prompted, the operator first receives the command to read the message. If the operator chooses to sort the plurality of messages according to the priority, the plurality of saved messages are sorted according to the priority, and are presented to the user through the manual page.
  • the operator selects, receives the operator's choice of a particular message, and plays back the message. If the operator responds after watching the playback, the response is recorded, and the reply file is uploaded to the NFS server and written to the management table S1. The corresponding flag bit and the reply file address are sent to the push server to notify the push server to enter the push process. In doing so, the attendant can judge according to the priority of different messages, which is convenient for priority. Handling more important and urgent user messages to meet different user needs.
  • the pushing module 803 specifically includes: an inquiring unit, configured to receive a reply completion message by the push server, and send a viewing mode query push message to the user corresponding to the selected message, where the viewing mode includes an access code viewing mode and Downloading a viewing method; a pushing unit, configured to receive a user's selection of a viewing mode, and send a watch to the push cancellation according to the selected viewing mode.
  • the push server in the embodiment first receives the manual agent reply completion message by using the query unit, and then reads the management.
  • Table S1 obtaining the calling number of the related message, and sending the viewing mode inquiry push message to the mobile phone terminal through the PPG, and then using the pushing unit to receive the user's selection of the viewing mode, and transmitting the response for the user viewing according to the selected viewing mode. Watching the push message.
  • This embodiment supports the manner in which the user selects a reply according to his or her actual situation, which satisfies the needs of different users.
  • the viewing push message includes an access code for viewing the reply.
  • the access code of the access code is selected by the user.
  • the access message carries the access code for the user to view the reply, and the user terminal receives the access code after receiving the push message. Make incoming calls into the video to automatically view the relevant responses.
  • the viewing push message includes the downloaded download address.
  • the user selects a download mode.
  • the download message carries a download address for the user to download the reply.
  • the user terminal After receiving the push message, the user terminal triggers the mobile phone by using the flag of the push message. Download process, download the local reply record to this machine to watch.
  • FIG. 9 is a block diagram showing the configuration of a management system according to an eighth embodiment of the present invention.
  • the message management module includes The message receiving module 801 for message posting by the SCP and the automatic service, the reply processing module 802 for playing back, analyzing, processing, and uploading the message through the agent frame and the corresponding data table, and the active reply to the user by the push server and the PPG.
  • Push module 803. This embodiment provides a complete and independent video message management system, so that the user message record can be managed and maintained by the system.
  • the push mechanism adopted by the push module 803 enables the user to obtain the customer service reply in the first time, saving resources. Improve the efficiency of the center.
  • the foregoing embodiment of the present invention shortens the time for the user to receive the reply from the incoming message, so that the user can get the reply of the customer service center in the first time, improve the operation efficiency of the customer service center, and improve.
  • the user experience
  • modules or steps of the present invention can be implemented by a general-purpose computing device, which can be concentrated on a single computing device or distributed over a network composed of multiple computing devices. Alternatively, they may be implemented by program code executable by the computing device, such that they may be stored in the storage device by the computing device, or they may be separately fabricated into individual integrated circuit modules, or they may be Multiple modules or steps are made into a single integrated circuit module. Thus, the invention is not limited to any specific combination of hardware and software.

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  • Telephonic Communication Services (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

本发明提供了一种留言管理方法及装置,该方法包括以下步骤:接收并保存用户的留言,并通知话务员;录制并保存话务员对留言的回复;向用户发送用于收看回复的push消息。本发明缩短了用户从呼入留言到获得回复的时间,使得用户能够第一时间得到客服中心的回复,提高了客服中心的运行效率,改善了用户体验,所以克服了相关技术中的留言管理方法没有记录视频留言的后续处理流程,用户体验较差的问题。

Description

留言管理方法及装置 技术领域
本发明涉及视频呼叫技术, 具体而言, 涉及一种留言管理方法及装置。 背景技术
视频呼叫中心是现代通信发展中的一个重要的经济增长点, 它结合了 视频和呼叫中心的关键技术, 能够为用户提供高质量的、 实时的视频、 音 频以及综合数据的服务, 视频呼叫中心具有巨大的潜在商业价值, 在银行 业、 保险业和房地产业等方面有着广泛的应用前景。 在目前 4艮局限的业务 应用中, 视频坐席占到一个比较重要的位置, 但是由于坐席数目少, 加之 昼夜服务等时间限制问题, 对于目前剧增的 3G用户而言, 视频坐席不能保 证对客户提供完善的服务, 因此, 视频留言的出现对于整个视频呼叫中心 客服的改善起到的作用是很显著的。
相关技术中, 3G客服对于视频留言的处理方式为: 记录视频, 然后在 坐席端加载收看, 但是, 这种视频留言管理方法并没有记录视频留言的后 续处理流程, 从而坐席端话务员无法得知有新留言尚未处理, 用户也无法 得知自己的留言已得到回复, 从而导致用户体验较差。 发明内容
本发明旨在提供一种留言管理方法及装置, 能够解决相关技术中视频 留言管理方法没有记录视频留言的后续处理流程, 用户体验较差的问题。
为了实现上述目的, 根据本发明的一个方面, 提供了一种留言管理方 法, 包括以下步骤: 接收并保存用户的留言, 并通知话务员; 录制并保存 话务员对留言的回复; 向用户发送用于收看回复的推送(push ) 消息。 优选地, 在上述方法中, 接收并保存用户的留言, 并通知话务员具体 包括: 接收留言, 并将留言保存至网络文件服务器 NFS ( Network File
Server ); 记录留言的参数; 根据留言的参数计算留言的优先级; 向话务员 提示留言等待处理。
优选地, 在上述方法中, 根据留言的参数计算留言的优先级具体包括: 对留言的套餐类型、 留言时长、 留言次数和留言是否回复四个参数进行量 化, 得到相应的量化等级; 根据预定加权系数对四个量化等级进行加权求 和, 得到优先级。
优选地, 在上述方法中, 根据留言的参数计算留言的优先级还包括: 根据预定时间内的留言参数对预定加权系数进行动态调整。
优选地, 在上述方法中, 录制并保存话务员对留言的回复具体包括: 根据优先级对多个留言进行排序, 并向话务员提供排序结果; 接收话务员 对排序结杲的选择, 并回放被选择的留言; 录制话务员对被选择留言的回 复, 并上传回复至 NFS服务器; 向 push服务器发送回复完成消息。
优选地, 在上述方法中, 向用户发送用于收看回复的 push消息具体包 括: push服务器接收回复完成消息; push服务器向被选择留言对应的用户 发送收看方式询问 push消息, 收看方式包括接入码收看方式和下载收看方 式; 接收用户对收看方式的选择, 并根据所选择的收看方式发送收看 push 消息。
优选地, 在上述方法中, 若用户选择接入码收看方式, 则收看 push消 息包括用于收看回复的接入码; 若用户选择下载收看方式, 则收看 push消 息包括回复的下载地址。
为了实现上述目的, 根据本发明的另一方面, 还提供了一种留言管理 装置, 包括: 留言接收模块, 用于接收并保存用户的留言, 并通知话务员; 回复处理模块, 用于录制并保存话务员对留言的回复; push模块, 用于向 用户发送用于收看回复的 push消息。
优选地, 在上述装置中, 留言接收模块具体包括: 接收单元, 用于接 收留言, 并将留言保存至 NFS服务器; 记录单元, 用于记录留言的参数; 优先级计算单元, 用于根据留言的参数计算留言的优先级; 提示单元, 用 于向话务员提示留言等待处理。
优选地, 在上述装置中, 优先级计算单元具体包括: 量化子单元, 用 于对留言的套餐类型、 留言时长、 留言次数和留言是否回复四个参数进行 量化, 得到相应的量化等级; 加权子单元, 用于根据预定加权系数对四个 量化等级进行加权求和, 得到优先级。
优选地, 在上述装置中, 优先级计算单元还包括: 动态调整子单元, 用于根据预定时间内的留言参数对预定加权系数进行动态调整。
优选地, 在上述装置中, 回复处理模块具体包括: 排序单元, 用于根 据优先级对多个留言进行排序, 并向话务员提供排序结果; 回放单元, 用 于接收话务员对排序结果的选择, 并回放被选择的留言; 录制单元, 用于 录制话务员对被选择留言的回复, 并上传回复至 NFS服务器; 通知单元, 用于向 push服务器发送回复完成消息。
优选地, 在上述装置中, 推送模块具体包括: 询问单元, 用于推送服 务器接收回复完成消息, 并向被选择留言对应的用户发送收看方式询问推 送消息, 收看方式包括接入码收看方式和下载收看方式; 推送单元, 用于 接收用户对收看方式的选择, 并根据所选择的收看方式发送收看推送消息。
优选地, 在上述装置中, 若用户选择接入码收看方式, 则收看推送消 息包括用于收看回复的接入码; 若用户选择下载收看方式, 则收看推送消 息包括回复的下载地址。
上述实施例在记录保存用户的留言之后, 提示话务员对留言进行回复 处理, 并且在话务员回复之后采用发送推送消息以通知用户收看回复, 不 仅加快了人工坐席端的处理进程, 而且加快了用户对回复的收看, 从而缩 短了用户从呼入留言到获得回复的时间, 提高了留言处理的实时性, 改善 了用户体验, 所以克服了相关技术中的留言管理方法没有记录视频留言的 后续处理流程、 用户体验较差的问题。 附图说明
图 1示出了根据本发明第一实施例的管理方法的流程图;
图 2示出了根据本发明第二实施例的视频呼叫中心的架构图; 图 3示出了根据本发明第三实施例的留言记录的流程图;
图 4示出了图 3中优先级生成的流程图;
图 5示出了根据本发明第四实施例的 push消息的示意图;
图 6示出了根据本发明第五实施例的 push服务器的处理流程图; 图 7示出了根据本发明第六实施例的 push服务器的推送流程图; 图 8示出了根据本发明第七实施例的管理装置的结构图;
图 9示出了根据本发明第八实施例的管理系统的结构图。 具体实施方式
下面将参考附图并结合实施例, 来详细说明本发明。
第一实施例
图 1 示出了根据本发明第一实施例的管理方法的流程图, 该方法包括 以下步骤:
步骤 101 : 接收并保存用户的留言, 并通知话务员;
步骤 102: 录制并保存话务员对留言的回复;
步骤 103: 向用户发送用于收看回复的 push消息。
本实施例在记录保存用户的留言之后, 提示话务员对留言进行回复处 理, 并且在话务员回复之后采用发送推送消息以通知用户收看回复, 不仅 加快了人工坐席端的处理进程, 而且加快了用户对回复的收看, 从而缩短 了用户从呼入留言到获得回复的时间, 使得用户能够第一时间得到客服中 心的回复, 提高了客服中心的运行效率, 改善了用户体验, 所以克服了相 关技术中的留言管理方法没有记录视频留言的后续处理流程、 用户体验较 差的问题。 本实施例的留言管理方法采用主动回复的 push机制, 在低消耗 资源的情况下, 真正提高了留言处理效率, 而且扩展性较强, 除了应用于 视频留言管理领域, 还可广泛地应用于音频留言、 语音信箱等相关领域中。
第二实施例
图 2示出了根据本发明第二实施例的视频呼叫中心的架构图, 本实施 例中将上述留言管理方法应用于视频留言管理领域, 图 2 中涉及的注解如 下所示:
计算机与电话集成 (Computer Telephony Integration, CTI ): 使语音通 讯网络和计算机网络融为一体, 并在终端 (计算机和电话机)上得以实现; 自动呼叫分配器 ( Automatic Call Distributor, ACD ): 是呼叫中心系统 的接入设备, 完成交换接续和发起排队的任务; 它可实现用户呼叫处理、 发起排队、 中继合群分群、 呼出回复、 呼叫转移、 呼叫等待、 会议电话(多 方通话) 等功能;
媒体服务器 ( Convedia Media Server, CMS ): 用于完成给终端放音、 收号等功能;
3G ¾频互通网关 (Video Interworking Gateway, VIG ): 用于实现 3G 终端与软交换系统和 H.323系统的可视终端间的双向互通;
push服务的代理网关 (Push Proxy Gateway, PPG )。
优选地, 在上述方法中, 步驟 101 具体包括: 接收留言, 并将留言保 存至 NFS服务器; 记录留言的参数; 根据留言的参数计算留言的优先级; 向话务员提示留言等待处理。 本实施例中用户终端通过 VIG接入智能网控制节点 ( Service Control Point, SCP )呼入业务, 通过业务的提示音进行人工咨询, 若在夜服或者坐 席忙的情况下, 则用户选择业务中的留言功能进行留言, 留言完毕后, 在 NFS服务器上产生相应的留言记录, 并同时将该留言的参数写入管理表 S 1 中, 该参数包括用户的主叫号码、 留言时间、 留言时长、 留言次数、 留言 是否回复、 套餐类型等相关数据, 并根据上述参数计算该留言的优先级, 并在人工坐席处于空闲状态时, 提示话务员有留言等待处理。
第三实施例
图 3 示出了根据本发明第三实施例的留言记录的流程图, 包括以下步 骤:
步骤 301 : 用户拨打进入业务, 选择业务中的留言功能;
步骤 302: 查看数据库, 判断是否存在该用户未收看的回复, 若存在未 收看的回复, 转到步骤 303 ; 若不存在未收看的回复, 则转到步骤 304; 步骤 303: 向用户终端播放该留言回复;
步骤 304: 判断是否存在该用户的未回复留言, 若存在该用户的未回复 留言, 转到步骤 305 ; 若不存在该用户的未回复留言, 则转到步骤 306; 步骤 305: 判断未回复留言次数是否大于 n次, 若小于等于 n次, 则转 到步驟 306; 若大于 n次, 即该用户已经有一定数目的留言但是还未回复, 业务不再提供留言功能, 流程结束;
步驟 306: 用户进行咨询留言;
步骤 307: 根据留言时间、 主叫号码形成在 NFS服务器的留言保存的 路径和相应的文件名;
步骤 308: 将主叫号码、 留言时间、 用户优先级、 留言时长以及留言是 步驟 310: 判断坐席侧是否有留言产生, 若有留言产生, 则转到步骤 311 ; 若无留言产生, 则流程结束;
步驟 311 , 提示话务员有留言等待处理。
本实施例通过生成优先级实现了对视频留言的分级分类管理与统计。 优选地, 在上述方法中, 根据留言的参数计算留言的优先级具体包括: 对留言的套餐类型、 留言时长、 留言次数和留言是否回复四个参数进行量 化, 得到相应的量化等级; 根据预定加权系数对四个量化等级进行加权求 和, 得到优先级。
本实施例以留言参数中的套餐类型、 留言时长、 留言次数和留言是否 回复四个参数为基数, 求加权和得到优先级。 具体说来, 首先对每一个参 数都进行量化,比如将每个参数均量化为 0-5中的一个数作为该参数的量化 等级, 从而得到四个参数对应的四个量化等级, 再根据预定加权系数(比 如为 1/4 )对得到的四个量化等级进行加权求和。 这样做, 实现了对用户留 言重要性的量化评价, 有助于对留言进行排序和及时处理。
优选地, 在上述方法中, 根据留言的参数计算留言的优先级还包括: 根据预定时间内的留言参数对预定加权系数进行动态调整, 比如在每日数 据库维护时, 对加权系数进行动态调整。 这样做, 区分了不同用户留言的 重要性, 并且根据当前状态实时地调整了其重要性的排序, 使得较重要的 留言得到更迅速地处理, 满足了不同用户的需求。
图 4示出了图 3中优先级生成的流程图, 包括以下步驟:
步骤 401: 根据套餐类型、 留言时长、 留言次数、 留言是否回复四个参 数,通过加权算法产生一个优先级数, 其中每一个参数均对应 0-5—共六个 优先级, 每次在用户进行留言后, 根据每个指标约定的优先级, 进行加权 求和, 基础权系数为 1/4;
步骤 402: 判断是否需要动态调整加权系数, 若需要, 转到步骤 403; 若不需要, 则流程结束;
步骤 403: 进行加权系数动态调整, 调整的原则是按照每个指标的权级 进行力口权求和;
步骤 404: 根据加权算法进行优先级调整, 计算得到优先级。
优选地, 在上述方法中, 步骤 102具体包括: 根据优先级对多个留言 进行排序, 并向话务员提供排序结杲; 接收话务员对排序结杲的选择, 并 回放被选择的留言; 录制话务员对被选择留言的回复, 并上传回复至 NFS 服务器; 向 push服务器发送回复完成消息。
本实施例中在提示话务员之后, 首先接收话务员读取留言的命令, 若 话务员选择根据优先级对多个留言进行排序, 则将保存的多个留言根据优 先级排序, 并通过人工页面呈现给话务员供话务员选择, 接收话务员对某 一个特定留言的选择, 并回放该留言, 若话务员在收看回放之后进行回复, 则录制该回复,并将回复文件上传至 NFS服务器,并向管理表 S1写入相应 标示位与回复文件地址,同时向 push服务器发送回复完成消息,以通知 push 服务器进入 push流程。 这样做, 使得话务员可根据不同留言的优先级进行 判断, 便于优先处理较重要、 较急迫的用户留言, 满足了不同的用户需求。
优选地, 步骤 103具体包括: push服务器接收回复完成消息; push服 务器向被选择留言对应的用户发送收看方式询问 push消息, 收看方式包括 接入码收看方式和下载收看方式; 接收用户对收看方式的选择, 并根据所 选择的收看方式发送收看 push消息。
本实施例中的 push服务器收到人工坐席回复完成消息后, 读入管理表 S1 , 获取相关留言的主叫号码, 并通过 PPG将收看方式询问 push消息发送 到手机终端, 接收到用户对收看方式的选择之后, 再根据所选择的收看方 式发送用于用户收看回复的收看 push消息。 本实施例支持用户根据自己的 实际情况选择收看回复的方式, 满足了不同用户的需求。 优选地, 在上述方法中, 若用户选择接入码收看方式, 则收看 push消 息包括用于收看回复的接入码。
本实施例为用户选择接入码收看方式的情况, 此时在收看 push消息中 携带用于用户收看回复的接入码, 用户终端在收到该收看 push消息后, 通 过其中携带的接入码进行呼入进入视频自动业务收看相关的回复。
优选地, 在上述方法中, 若用户选择下载收看方式, 则收看 push消息 包括回复的下载地址。
本实施例为用户选择下载收看方式的情况, 此时在收看 push消息中携 带用于用户下载回复的下载地址, 用户终端在收到该收看 push消息后, 通 过 push消息的标志位, 触发手机中的下载进程, 下载本机的回复记录至本 机收看。
第四实施例
图 5示出了根据本发明第四实施例的 push消息的示意图, 本实施例对 现有的 push消息进行了改造,釆用 DM标准协议中的 notification消息( push 消息的一种),通过使用消息中的保留字段,增加了 push机制中终端与服务 端的协议对话, 按照媒体服务器资源与用户的意愿, 继而完成留言推送服 务。 如图 5所示, 该 push消息包括:
1、 留言头部标示 ( LY-MsgHead ): 专门给留言推送设定的消息标示, 终端才艮据该标志可区分出正常的 push消息和留言 push消息;
2、 消息序号 (LY-Msg-Seq ): 整个改造过的 push消息在留言推送阶段 一共有五条, 以此消息序号作为区分标志:
001 : 表示 push服务器发起推送消息;
010: 表示用户对于是否收看回应得消息;
011 : 表示 push服务器发送的收看方式询问 push消息;
100: 表示用户回复的收看选择方式; 101 : 表示 push服务器发送的收看 push消息, 其中包括服务器根据用 户选择的收看方式发给用户的收看方式相关信息, 若达到 CMS门限, 则只 能发送下载收看;
(选择 '接入码, 收看, 发送收看留言的接入码;
选择 '下载, 收看, 发送留言存储的链接地址)
3、 用户选择字段( LY-Msg-Reslt ):
00: 无选择信息;
01: 选择 1或者 "是";
10: 选择 2或者 "否";
4、 ( vendor-specific ): 由于在传统的 push消息中, ( vendor- specific )字 段用来携带设备商信息, 字节数较长, 故本实施例以此来存储收看方式的 接入码或者下载地址。
本实施例通过采用上述改造后的 push消息实现了与用户终端之间的消 息交互, 从而实现了将回复记录推送给用户的目的。
第五实施例
图 6示出了根据本发明第五实施例的 push服务器的处理流程图, 本实 施例中在 push服务器收到坐席端产生留言回复的消息后, 即构造一条 push 消息, 构造的内容见图 5 , 并同时把构造好的 session ID插入到数据库和该 主叫关联的项目中; push服务器判断 push消息为生成的用于发送的 push 发送消息,还是收到的来自用户终端的 push回复消息,若为 push发送消息, 则把该消息发往 PPG, 以发送给用户终端; 若为 push回复消息, 则判断是 哪一条回复消息, 如果是第一条回复消息, 解析用户选择, 进行重发或者 在数据库中记录 '留言发送拒绝,; 如果是第二条回复消息, 则根据用户的 选择去管理表中取相应的值发送给终端用户;最后根据 session ID对应的主 叫号码发送给 PPG。 结合图 6, 该流程具体包括以下步骤: 步骤 601: push服务器接收坐席端产生的回复完成消息, 则构造一条如 图 5所示的 push消息, 并同时把构造好的 session ID (消息对话号, 每一个 主叫号码对应一个 Session ID )插入到数据库和该主叫号码关联的项目中; 步骤 602: 判断 push消息为生成的用于发送的 push发送消息, 还是收 到的来自用户终端的 push回复消息 ,若是 push回复消息,则转到步骤 609; 若为 push发送消息, 则转到步骤 603;
步骤 603: 继续判断是否已有回复, 若有回复, 转到步骤 604; 若未有 回复, 则转到步骤 607;
步骤 604: 继续判断是否达到 CMS门限, 若已达到, 则转到步骤 606; 若未达到门限, 转到步骤 605;
步驟 605: 发送收看方式询问 push消息, 以供用户选择收看方式, 流 程结束;
步骤 606: 已达到门限, 则只能发送下载收看, 直接发送携带有下载地 址的收看 push消息, 流程结束;
步骤 607: 判断消息序列号;
步骤 608: 生成如图 5所示的 push消息, 流程结束;
步骤 609: 分析 LY-MSG字段, 得到消息回复的序号;
步骤 610: 判断 LY-MSG-Seq=l是否成立, 若成立, 转到步骤 611; 若 不成立, 则转到步骤 615;
步驟 611: 继续判断用户是否同意接受留言回复, 若同意, 则转到步骤 613; 若不同意, 则转到步骤 612;
步骤 612: 判断拒绝次数大于 n是否成立, 若成立, 则流程结束; 若不 成立, 则转到步骤 608;
步骤 613: 写管理数据库,将留言回复标签置为已回复, 转到步骤 618; 步骤 614: 分析 LY-MSG字段, 得到终端回复; 步骤 615, 判断 LY-MSG-usrRlt=l是否成立, 若成立, 则转到步骤 617; 若不成立, 转到步骤 616;
步驟 616: 在收看 push消息的 vendor-specific字段记录下载地址数据, 转到步骤 618;
步骤 617: 在收看 push消息的 vendor-specific字段记录接入码数据; 步骤 618:根据 session ID对应的主叫号码将收看 push消息发送给 PPG, 流程结束。
本实施例实现了对用户留言的后台处理, 对用户主动发起的回复, 使 得整个视频留言系统能够真正发挥作用, 改善用户体验, 并且在 3G迅速发 展大话务量的情况下也能使系统有效应用。
优选地, 在上述方法中, 在步骤 103之后还包括: 删除 NFS服务器中 已被用户收看过的留言。
本实施例在数据库服务器上部署相应的业务逻辑, 当查询管理表 S1得 知留言已经回复且发送给用户时, 则删除 NFS服务器上的该留言的相关记 录。 这样做, 节约了服务器的存储资源, 提高了客服中心的资源利用率, 有利于提高留言处理能力。
第六实施例
图 7示出了根据本发明第六实施例的 push服务器的推送流程图, 本实 施例中 push服务器以管理数据库项获得相应参数,并通过 push消息的处理 模块来完成应答视频的自动推送, 具体包括以下步骤:
步骤 701: push服务器守护进程获得坐席端回复消息;
步骤 702:判断是否已有 push消息在处理中,若有处理中的 push消息, 则转到步骤 703; 若无处理中的 push消息 , 则转到步骤 704;
步骤 703: 监听线程存储 push消息, 流程结束;
步骤 704: 继续判断是否存在未发送的留言, 若存在未发送的留言, 则 转到步骤 705; 若不存在未发送的留言, 则流程结束;
步骤 705: 根据 push消息的处理模块的输出来进行主动回复消息的推 送;
步骤 706: push服务器与终端交互;
步骤 707: push服务器对 push消息进行处理; 以及在数据表的管理服 务器上, 部署相应的策略, 通过每隔 n 时间长对表项中的留言标示位进行 分析, 釆取相应的删除和更新留言优先级策略; 以及维护记录服务器上的 相应标示位。
这里, 维护记录服务器上的相应标示位包括: 拒绝察看, 接受察看消 息, 已察看, 记录后, 查看获得的下一条记录, 流程结束。
本实施例通过 push的方式实现了对用户进行留言的主动回复。
第七实施例
图 8示出了根据本发明第七实施例的管理装置的结构图, 该装置包括: 留言接收模块 801 , 用于接收并保存用户的留言, 并通知话务员; 回复处理模块 802, 用于录制并保存话务员对留言的回复;
推送模块 803 , 用于向用户发送用于收看回复的 push消息。
本实施例首先采用留言接收模块 801 接收并保存用户的留言, 并通知 话务员, 然后采用回复处理模块 802 录制并保存话务员对留言的回复, 最 后采用推送模块 803向用户发送用于收看回复的 push消息, 由于在记录保 存用户的留言之后, 提示话务员对留言进行回复处理, 并且在话务员回复 之后釆用发送推送消息以通知用户收看回复, 不仅加快了人工坐席端的处 理进程, 而且加快了用户对回复的收看, 从而缩短了用户从呼入留言到获 得回复的时间, 使得用户能够第一时间得到客服中心的回复, 提高了客服 中心的运行效率, 改善了用户体验, 所以克服了相关技术中的留言管理方 法没有记录视频留言的后续处理流程, 用户体验较差的问题。 本实施例的 留言管理装置采用主动回复的 push机制, 在低消耗资源的情况下, 真正提 高了留言处理效率, 而且扩展性较强, 除了应用于视频留言管理领域, 还 可广泛地应用于音频留言、 语音信箱等相关领域中。
优选地, 在上述装置中, 留言接收模块 801 具体包括: 接收单元, 用 于接收留言, 并将留言保存至 NFS服务器; 记录单元, 用于记录留言的参 数; 优先级计算单元, 用于根据留言的参数计算留言的优先级; 提示单元, 用于向话务员提示留言等待处理。
本实施例首先釆用接收单元接收留言并将留言保存至 NFS服务器, 接 下来采用记录单元记录留言的参数; 然后采用优先级计算单元根据留言的 参数计算留言的优先级, 最后采用提示单元向话务员提示留言等待处理, 以达到接收并保存用户的留言, 并通知话务员的目的。 本实施例中用户终 端通过 VIG接入 SCP ( Service Control Point, 智能网控制节点;), 呼入业务, 通过业务的提示音进行人工咨询, 若在夜服或者坐席忙的情况下, 则用户 选择业务中的留言功能进行留言, 留言完毕后, 在 NFS服务器上产生相应 的留言记录, 并同时将该留言的参数写入管理表 S1中, 该参数包括用户的 主叫号码、 留言时间、 留言时长、 留言次数、 留言是否回复、 套餐类型等 相关数据, 并根据上述参数计算该留言的优先级, 并在人工坐席处于空闲 状态时, 提示话务员有留言等待处理。
优选地, 在上述装置中, 优先级计算单元具体包括: 量化子单元, 用 于对留言的套餐类型、 留言时长、 留言次数和留言是否回复四个参数进行 量化, 得到相应的量化等级; 加权子单元, 用于根据预定加权系数对四个 量化等级进行加权求和, 得到优先级。
本实施例以留言参数中的套餐类型、 留言时长、 留言次数和留言是否 回复四个参数为基数, 求加权和得到优先级。 具体说来, 首先对每一个参 数都进行量化,比如将每个参数均量化为 0-5中的一个数作为该参数的量化 等级, 从而得到四个参数对应的四个量化等级, 再根据预定加权系数(比 如为 1/4 )对得到的四个量化等级进行加权求和。 这样做, 实现了对用户留 言重要性的量化评价, 有助于对留言进行排序和及时处理。
优选地, 在上述装置中, 优先级计算单元还包括: 动态调整子单元, 用于根据预定时间内的留言参数对预定加权系数进行动态调整, 比如在每 日数据库维护时, 对加权系数进行动态调整。 这样做, 区分了不同用户留 言的重要性, 并且根据当前状态实时地调整了其重要性的排序, 使得较重 要的留言得到更迅速地处理, 满足了不同用户的需求。
优选地, 在上述装置中, 回复处理模块 802具体包括: 排序单元, 用 于根据优先级对多个留言进行排序, 并向话务员提供排序结果; 回放单元, 用于接收话务员对排序结果的选择, 并回放被选择的留言; 录制单元, 用 于录制话务员对被选择留言的回复, 并上传回复至 NFS服务器; 通知单元, 用于向 push服务器发送回复完成消息。
本实施例首先釆用排序单元根据优先级对多个留言进行排序, 并向话 务员提供排序结果, 接下来采用回放单元接收话务员对排序结果的选择, 并回放被选择的留言, 然后采用录制单元录制话务员对被选择留言的回复, 并上传回复至 NFS服务器,最后采用通知单元向 push服务器发送回复完成 消息, 以实现录制并保存话务员对留言的回复的目的。 本实施例中在提示 话务员之后, 首先接收话务员读取留言的命令, 若话务员选择根据优先级 对多个留言进行排序, 则将保存的多个留言根据优先级排序, 并通过人工 页面呈现给话务 供话务员选择, 接收话务员对某一个特定留言的选择, 并回放该留言, 若话务员在收看回放之后进行回复, 则录制该回复, 并将 回复文件上传至 NFS服务器,并向管理表 S1写入相应标示位与回复文件地 址, 同时向 push服务器发送回复完成消息, 以通知 push服务器进入 push 流程。 这样做, 使得话务员可根据不同留言的优先级进行判断, 便于优先 处理较重要、 较急迫的用户留言, 满足了不同的用户需求。
优选地, 在上述装置中,推送模块 803具体包括: 询问单元, 用于 push 服务器接收回复完成消息, 并向被选择留言对应的用户发送收看方式询问 push 消息, 收看方式包括接入码收看方式和下载收看方式; 推送单元, 用 于接收用户对收看方式的选择, 并根据所选择的收看方式发送收看 push消 本实施例中的 push服务器首先采用询问单元接收人工坐席回复完成消 息后, 读入管理表 S1 , 获取相关留言的主叫号码, 并通过 PPG将收看方式 询问 push消息发送到手机终端, 再采用推送单元接收用户对收看方式的选 择, 并根据所选择的收看方式发送用于用户收看回复的收看 push消息。 本 实施例支持用户根据自己的实际情况选择收看回复的方式, 满足了不同用 户的需求。
优选地, 在上述装置中, 若用户选择接入码收看方式, 则收看推送消 息包括用于收看回复的接入码。
本实施例为用户选择接入码收看方式的情况, 此时在收看 push消息中 携带用于用户收看回复的接入码, 用户终端在收到该收看 push消息后, 通 过其中携带的接入码进行呼入进入视频自动业务收看相关的回复。
优选地, 在上述装置中, 若用户选择下载收看方式, 则收看推送消息 包括回复的下载地址。
本实施例为用户选择下载收看方式的情况, 此时在收看 push消息中携 带用于用户下载回复的下载地址, 用户终端在收到该收看 push消息后, 通 过 push消息的标志位, 触发手机中的下载进程, 下载本机的回复记录至本 机收看。
第八实施例
图 9示出了才艮据本发明第八实施例的管理系统的结构图, 该系统除了 包括视频呼叫中心服务侧的留言管理装置之外,还包括 3G终端侧的 DM客 户端 (DM Client ) 804、 短信接入模块 805、 以及可以下载文件的文件系统 区域 806, 其中留言管理模块包括通过 SCP和自动业务进行留言的留言接 收模块 801、 通过坐席框架和相应数据表对留言进行回放、 分析、 处理以及 上传的回复处理模块 802, 以及通过 push服务器和 PPG对解答的视频向用 户发出主动回复的推送模块 803。本实施例提供了一套完整独立的视频留言 的管理系统, 使得用户留言记录能够得到系统的管理维护, 此外推送模块 803采用的 push机制使得用户能够第一时间得到客服的回复, 节约了资源, 提高了中心的运行效率。
从以上的描述中, 可以看出, 本发明上述的实施例缩短了用户从呼入 留言到获得回复的时间, 使得用户能够第一时间得到客服中心的回复, 提 高了客服中心的运行效率, 改善了用户体验。
显然, 本领域的技术人员应该明白, 上述的本发明的各模块或各步骤 可以用通用的计算装置来实现, 它们可以集中在单个的计算装置上, 或者 分布在多个计算装置所组成的网络上, 可选地, 它们可以用计算装置可执 行的程序代码来实现, 从而, 可以将它们存储在存储装置中由计算装置来 执行, 或者将它们分别制作成各个集成电路模块, 或者将它们中的多个模 块或步骤制作成单个集成电路模块来实现。 这样, 本发明不限制于任何特 定的硬件和软件结合。
以上所述仅为本发明的优选实施例而已, 并不用于限制本发明, 对于 本领域的技术人 来说, 本发明可以有各种更改和变化。 凡在本发明的精 神和原则之内, 所作的任何修改、 等同替换、 改进等, 均应包含在本发明 的保护范围之内。

Claims

权利要求书
1. 一种留言管理方法, 其特征在于, 该方法包括以下步骤:
接收并保存用户的留言, 并通知话务员;
录制并保存所述话务员对所述留言的回复;
向所述用户发送用于收看所述回复的推送消息。
2.根据权利要求 1 所述的方法, 其特征在于, 所述接收并保存用户的 留言, 并通知话务员具体包括:
接收用户的留言, 并将所述留言保存至网络文件服务器;
记录所述留言的参数;
根据所述留言的参数计算所述留言的优先级;
向所述话务员提示所述留言等待处理。
3.根据权利要求 2所述的方法, 其特征在于, 根据所述留言的参数计 算所述留言的优先级具体包括:
对所述留言的套餐类型、 留言时长、 留言次数和留言是否回复四个参 数进行量化, 得到相应的量化等级;
根据预定加权系数对四个所述量化等级进行加权求和, 得到所述优先 级。
4.根据权利要求 3所述的方法, 其特征在于, 该方法还包括: 根据预定时间内的留言参数对所述预定加权系数进行动态调整。
5.根据权利要求 2所述的方法, 其特征在于, 录制并保存所述话务员 对所述留言的回复具体包括:
根据所述优先级对多个留言进行排序, 并向所述话务员提供排序结果; 接收所述话务员对所述排序结果的选择, 并回放被选择的留言; 录制所述话务员对所述被选择留言的回复, 并上传所述回复至所述网 络文件服务器; 向推送服务器发送回复完成消息。
6.根据权利要求 5 所述的方法, 其特征在于, 向所述用户发送用于收 看所述回复的推送消息具体包括:
所述推送服务器接收所述回复完成消息;
所述推送服务器向所述被选择留言对应的用户发送收看方式询问推送 消息, 所述收看方式包括接入码收看方式和下载收看方式;
接收所述用户对所述收看方式的选择, 并根据所选择的收看方式发送 收看推送消息。
7.根据权利要求 6所述的方法, 其特征在于, 若所述用户选择所述接 入码收看方式, 则所述收看推送消息包括用于收看所述回复的接入码; 若 所述用户选择所述下载收看方式, 则所述收看推送消息包括所述回复的下 载地址。
8.—种留言管理装置, 其特征在于, 包括:
留言接收模块, 用于接收并保存用户的留言, 并通知话务员; 回复处理模块, 用于录制并保存所述话务员对所述留言的回复; 推送模块, 用于向所述用户发送用于收看所述回复的推送消息。
9.根据权利要求 8所述的装置,其特征在于,所述留言接收模块具体包括: 接收单元, 用于接收所述留言, 并将所述留言保存至网络文件服务器; 记录单元, 用于记录所述留言的参数;
优先级计算单元, 用于根据所述留言的参数计算所述留言的优先级; 提示单元, 用于向所述话务员提示所述留言等待处理。
10. 根据权利要求 9所述的装置, 其特征在于, 所述优先级计算单元具 体包括:
量化子单元, 用于对所述留言的套餐类型、 留言时长、 留言次数和留 言是否回复四个参数进行量化, 得到相应的量化等级; 加权子单元, 用于根据预定加权系数对四个所述量化等级进行加权求 和, 得到所述优先级。
11. 根据权利要求 10所述的装置, 其特征在于, 所述优先级计算单元 还包括:
动态调整子单元, 用于根据预定时间内的留言参数对所述预定加权系 数进行动态调整。
12. 根据权利要求 8所述的装置, 其特征在于, 所述回复处理模块具体 包括:
排序单元, 用于根据所述优先级对多个留言进行排序, 并向所述话务 员提供排序结果;
回放单元, 用于接收所述话务员对所述排序结果的选择, 并回放被选 择的留言;
录制单元, 用于录制所述话务员对所述被选择留言的回复, 并上传所 述回复至所述网络文件服务器;
通知单元, 用于向推送服务器发送回复完成消息。
13. 根据权利要求 12所述的装置,其特征在于,所述推送模块具体包括: 询问单元, 用于所述推送服务器接收所述回复完成消息, 并向所述被 选择留言对应的用户发送收看方式询问推送消息, 所述收看方式包括接入 码收看方式和下载收看方式;
推送单元, 用于接收所述用户对所述收看方式的选择, 并根据所选择 的收看方式发送收看推送消息。
14. 根据权利要求 13所述的装置, 其特征在于, 若所述用户选择所述 接入码收看方式, 则所述收看推送消息包括用于收看所述回复的接入码; 若所述用户选择所述下载收看方式, 则所述收看推送消息包括所述回复的 下载地址。
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