WO2011157121A2 - 外呼方法、外呼服务器及外呼系统 - Google Patents

外呼方法、外呼服务器及外呼系统 Download PDF

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Publication number
WO2011157121A2
WO2011157121A2 PCT/CN2011/074958 CN2011074958W WO2011157121A2 WO 2011157121 A2 WO2011157121 A2 WO 2011157121A2 CN 2011074958 W CN2011074958 W CN 2011074958W WO 2011157121 A2 WO2011157121 A2 WO 2011157121A2
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WO
WIPO (PCT)
Prior art keywords
call
customer
outbound
outgoing
server
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PCT/CN2011/074958
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English (en)
French (fr)
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WO2011157121A3 (zh
Inventor
孟越涛
Original Assignee
华为技术有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
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Application filed by 华为技术有限公司 filed Critical 华为技术有限公司
Priority to PCT/CN2011/074958 priority Critical patent/WO2011157121A2/zh
Priority to CN2011800005090A priority patent/CN102450039B/zh
Publication of WO2011157121A2 publication Critical patent/WO2011157121A2/zh
Publication of WO2011157121A3 publication Critical patent/WO2011157121A3/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04W—WIRELESS COMMUNICATION NETWORKS
    • H04W4/00—Services specially adapted for wireless communication networks; Facilities therefor
    • H04W4/16—Communication-related supplementary services, e.g. call-transfer or call-hold

Definitions

  • the present invention relates to the field of mobile communication technologies, and in particular, to an outbound call method, an outbound call server, and an outbound call system.
  • the outbound call service is based on the principle of active service and database marketing, and has a planned and targeted contact with the target customer through the automatic outbound call system. Establish good communication with customers.
  • the main applications include targeted customer surveys and proactive marketing campaigns.
  • Targeted customer surveys include: customer satisfaction surveys, consumer spending habits and consumer behavior surveys, product usage surveys, customer complaints, etc.
  • Marketing activities include: regular customer care, targeted customer retention, arrears, new product recommendations, branding, major market information releases, and more.
  • the prior art outbound call system uses the order of the customer records on the generated outbound task, and each customer record performs a call. If the customer fails the call, Then, the new outbound call task must be re-created after the call of the customer record on the existing outbound call task is completed, and the newly created outbound call task is used to call the customer who failed the call in the last outbound call task again, and cannot dynamically Customer records are updated.
  • the embodiment of the present invention provides an outbound call method, an outbound call server, and an outbound call system, which are used to update the priority and the outgoing time period in the customer record corresponding to the client that fails the call during the outbound call process, and implement the external call task.
  • the dynamic adjustment of the customer record improves the efficiency of the system.
  • the outbound call method of the embodiment of the present invention includes: the outbound call server receives the outbound call result sent by the outbound call execution module, and the outbound call execution module is configured to perform the call on the client according to the priority and the outgoing call time of the customer in the customer record in the outbound call task. Calling; when the call to the customer is not connected, the outbound server updates the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the outbound execution module is based on the updated customer corresponding customer record. The priority and outgoing time period call the customer.
  • the outbound call server of the embodiment of the present invention includes: a receiving module, configured to receive an outbound call result sent by the outbound call execution module, where the outbound call execution module is configured to: according to the priority of the client and the outgoing call time segment in the customer record in the outbound call task
  • the customer makes a call; an update module, when the call to the customer is not connected, according to The preset policy algorithm updates the priority and the outgoing time period in the customer corresponding customer record, so that the outbound execution module calls the customer according to the priority and the outgoing time period in the updated customer corresponding customer record.
  • the outbound system of the embodiment of the present invention includes: an outbound call server, an outbound call execution module, and a database.
  • the customer record is updated according to the result of the outbound call sent by the outbound execution module, that is, when the call of the client fails, the priority and the outgoing time period in the corresponding customer record of the customer are updated according to the preset policy algorithm, and the record of the customer is realized. Dynamic updates to improve system efficiency.
  • FIG. 1 is a schematic diagram of an outgoing call method according to an embodiment of the present invention.
  • FIG 2 is another schematic diagram of an outbound call method according to an embodiment of the present invention.
  • FIG. 3 is a schematic diagram of an outbound call method according to an embodiment of the present invention.
  • FIG. 4 is a schematic diagram of an outbound server in an embodiment of the present invention.
  • FIG. 5 is a schematic diagram of an outbound call system according to an embodiment of the present invention.
  • the embodiment of the present invention provides an outbound call method, an outbound call server, and an outbound call system, which are used to update a customer record of a customer when a call to a customer fails in the process of performing an outbound call operation by the outbound call system. Dynamically adjust the priority of the customer record, the outgoing time period, improve the flexibility of the outbound operation, and improve the efficiency of the system.
  • an embodiment of an outbound call method according to an embodiment of the present invention includes:
  • the external call server receives an outgoing call result sent by the external call execution module.
  • the outbound call execution module is configured to call the customer according to the priority of the customer and the outgoing time period in the customer record in the outbound call task, and send the call to the client after the call to the client ends.
  • the call result is sent to the outbound server, and the outbound call server receives the outbound call result sent by the outbound call execution module, where the outbound call execution module may be a computer telephony integration (CTI) computer server.
  • CTI computer telephony integration
  • the external call server updates the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the external server can prioritize according to the updated customer corresponding customer record.
  • the call is made to the customer at the level and the outgoing time period.
  • the outbound server performs the client record according to the received outbound call result. New.
  • the outbound server will update the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the outbound execution module is based on the updated customer corresponding customer record.
  • the priority and outgoing time period call the customer. For example, if a call to a customer is not connected, the priority of the customer is raised from the original 300 to 500, or the priority of the customer is reduced from the original 300 to 100; and the outgoing call time of the customer The segment is updated from 9:00 to 10:00 to 20:00 to 21:00.
  • the external call server updates the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the system can dynamically update.
  • the customer record which arranges the customer's priority and outgoing time period when the customer makes a call, improves the flexibility of the system.
  • FIG. 2 is an embodiment of an outbound call method according to an embodiment of the present invention, including:
  • the external call server imports customer data from the database to obtain a customer record
  • the outbound server will import customer data from the database to obtain a customer record, wherein each customer in the customer data includes at least an identification code identifying the uniqueness of the customer and one or more calls of the customer.
  • the number where the unique identifier of the customer may be the code assigned to the customer by the system, or the customer's ID number, used to identify the uniqueness of the customer, to avoid multiple numbers of the same customer when performing the outbound operation Make a call.
  • the customer data may also include the customer's business data and the historical call record of the customer, wherein the customer's business data may be the business used by the customer, the customer's level, etc., for example, a customer uses the mobile company's SMS package. Business, for ordinary customers.
  • the customer's historical call record can include whether the call has been placed on the customer and whether the call is connected.
  • the outgoing call number, the priority of the customer, and the outgoing time period in the customer corresponding customer record are set according to the preset policy algorithm.
  • the customer's outgoing number refers to the number of the call when the customer performs the outbound operation.
  • the outgoing number is one of the multiple numbers
  • the priority of the customer refers to the external call operation.
  • the priority of the customer being called, the outgoing time period is the time period during which the external call operation can be performed on the customer. It should be noted that, in the embodiment of the present invention, if the customer's outgoing call number needs to be changed, the customer needs to be reset. Priority and outgoing time period.
  • the external call server obtains, according to the preset screening condition, the N outgoing call status is a guest waiting for outgoing call. Household record, as an outbound call;
  • the outbound server After obtaining the customer record, the outbound server will obtain N call records with the outgoing call status as the outgoing call task according to the preset screening conditions, where N is a positive integer.
  • the preset screening condition is that the amount of the outstanding debt is more than RMB 3,000 and the debt has been debited for more than 30 days, then the customer who has the outbound status that meets the preset screening conditions is the customer waiting for the outgoing call. recording.
  • the screening conditions are different, and the obtained N customer records may also be different. In actual applications, the screening conditions may be set according to specific conditions, which is not limited herein.
  • the outgoing state in the customer record may be any one of waiting for an outgoing call, an outgoing call, and an outgoing call.
  • the external call server sends an execution instruction to the external call execution module.
  • the outbound call server sends an outbound call execution command to the outbound call execution module, and after receiving the execution command, the outbound call execution module performs an outbound call operation on the client in the outbound call task, that is, according to the priority and the outgoing time period of the client in the customer record. Call operation.
  • the outgoing call status of the N customer records in the outbound call task is waiting for outgoing call.
  • the external call execution module is making a call to the customer
  • the external call server will perform the customer corresponding customer record of the outbound call operation.
  • the outgoing call status is updated to be in the outgoing call.
  • the outbound call execution module will call the customer according to the outbound call policy preset by the system, wherein there are multiple types of outbound call policies, for example: waiting for each call to be ringing The number of times, that is, how many times the ringing is determined to abandon the call, and the method for processing the different outbound results is defined, for example, the call answered by the real person after being connected is transferred to the artificial agent, and the busy tone, the null number, etc. The call that is not connected is hung up.
  • the external call server receives the outbound call result sent by the outbound call execution module.
  • the outbound call result is sent to the outbound call server, and the outbound call server receives the outbound call result sent by the outbound call execution module, where the outbound call result includes at least whether the call to the client is connected.
  • the external call server updates the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the external call execution module is configured according to the updated customer corresponding customer record.
  • the priority and outgoing time period call the customer.
  • the outbound server updates the customer pair according to the preset policy algorithm.
  • the priority and the outgoing time period in the customer record are used, so that the outbound execution module calls the customer according to the priority and the outgoing time period in the updated customer corresponding customer record.
  • the outbound server will raise or lower the priority of the client according to the preset priority update algorithm, and determine the outgoing call time for the customer to re-call according to the maximum number of re-calls logic algorithm. segment.
  • the priority update algorithm is used to set the priority of the customer when the next call is made, such as raising or lowering the priority of the customer's call.
  • the maximum number of recalls logic algorithm may determine the outgoing call time period for the outbound call number in the customer's customer record to be re-called according to the reason that the customer's call is not connected, and set the maximum number of re-calls and the number of called times of the number. .
  • the maximum number of re-calls refers to the maximum number of times that the number of calls can be reached.
  • the statistical algorithm of the number of times that has been called may be: In the case of the same outgoing number, if the reason for the current call fails is the same as the reason for the previous call failure. , then the number of calls has been increased by 1, otherwise, the number of calls has been cleared.
  • the corresponding policy state may be set in the customer record of the outbound call task, and the policy state may include the number of called calls, the maximum number of re-calls, and the re-call interval, where, The interval is used to set the outgoing time period for re-calling the customer, and the re-calling interval plus the current outgoing time period is the outgoing outgoing time period.
  • the outbound call server may determine whether to perform a recall operation on the client according to the parameter of the policy state, for example: if the number of called calls of the customer's outgoing number reaches the maximum weight If the number of calls is stopped, the outbound call operation to the client is stopped, or the call number is updated, and the corresponding priority and the outgoing call period are set for the updated call number.
  • the re-call interval of the current time period plus the policy status is the outgoing time period for the customer to re-call, for example: If a customer's mobile number For the outbound call number, the outgoing call time is 8:00 ⁇ 9:00, the re-call interval is 5 hours, and the maximum number of calls for the customer's mobile phone number is 3, then the call to the customer's mobile number is not connected. And when the current mobile phone number of the customer has been performed 2 times, the time period for re-calling the customer may be set to be 13:00 ⁇ 14:00.
  • the outbound call status of the customer record needs to be updated according to the outbound call result, specifically: when the call to the client is not connected, and the When the customer re-calls, the outbound server updates the outgoing call status in the customer's corresponding customer record to wait for outgoing call; when the call to the customer is connected, or when the call to the customer is not connected and the number of calls to the customer has reached the maximum When the number of re-calls, and the customer has no other number to use as the outgoing number, the outbound server updates the call status in the customer's customer record to the end of the call, and when the customer's customer record is in the customer's customer record When the outgoing call status is the end of the call, step 205 does not need to be continued.
  • the present invention there are many methods for updating the priority and the outgoing time period of the corresponding customer record according to the preset policy algorithm, which may be based on a multi-number logic algorithm or a maximum re-call number logic algorithm. Or the priority update algorithm, or the foregoing at least two types of logic algorithms are used to update the customer record, which may be determined by a specific situation in the actual application, and is not limited herein.
  • the multi-number logic algorithm can also be used to switch to the next number, that is, the customer's outgoing number is updated.
  • the outbound call system when a customer's customer record contains multiple numbers, the outbound call system will configure the order in which the numbers are called out. For example, a customer's customer record has three numbers: PHI, PH2, and PH3.
  • the call sequence using the multi-number logic algorithm to set the number is PH1>PH2>PH3, which means the first call number PH1. If the PH1 number fails, the call is made.
  • the outbound call system will set the corresponding customer priority and outgoing time period, and the outgoing state according to the outgoing number.
  • the outbound server sends the updated N customer records to the database.
  • the outbound server sends the updated N customer records to the database, saves the updated customer's customer record in the database, and updates the customer data in the database. .
  • the outbound server updates the priority and the outgoing time period of the customer record according to the preset policy algorithm.
  • the outbound call server updates the priority of the customer record and the outgoing time period according to the outbound call result sent by the outbound call execution module and the preset policy algorithm, so that the dynamic record of the client can be effectively realized. Adjustment, setting the customer's re-call priority and re-calling outgoing time period, do not need to wait until the next time to create a new out-of-call task, to improve the flexibility of the system.
  • FIG. 3 is an embodiment of an outbound call method according to an embodiment of the present invention, including:
  • the external call server imports client data from the database to obtain an outbound call task.
  • the external call server imports the customer data from the database, processes the customer data to obtain the customer record, and the outbound server obtains N outgoing calls according to the preset screening conditions.
  • the status is a customer record waiting to be called out, as an outbound task.
  • the external call server sends an execution instruction to the external call execution module.
  • Step 302 is similar to the content described in step 202 of the embodiment shown in FIG. 2, and details are not described herein again.
  • the outbound execution module calls the client in the external call task
  • the outbound call execution module is configured to make a call to the client according to the priority of the client in the customer record in the outbound call task and the outgoing call time period. Therefore, after the outbound call execution module receives the outbound call execution instruction, the outbound call execution module performs an external call. The customer in the task makes a call.
  • the outbound call execution module calls the customer according to the priority in the customer record and the outgoing time period, and specifically: the customer who includes the current time in the outgoing time period, according to the priority of the customer from high to low or low to high
  • the customer makes a call.
  • the external call execution module sends the call result to the external call server.
  • the outbound call module sends the call result to the outbound call server, where the outbound call result includes at least information about whether the call to the client is connected or not.
  • the external call server updates the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm.
  • the external call server After receiving the call result, the external call server will update the customer record according to the result of the outbound call.
  • the outbound server updates the priority in the customer corresponding customer record according to the preset policy algorithm.
  • the outgoing call period in addition, the outgoing call server will update the outgoing call status of the customer according to whether the customer is re-invoked, that is, if the customer needs to be called again, the external call server updates the outgoing call status of the customer corresponding customer record to wait for outgoing call, if There is no need to call the customer again, and the outbound server updates the call status of the customer corresponding customer record to the end of the call.
  • the server in the process of the outbound call execution module making a call, the server will update the customer record according to the outbound call result sent by the outbound call execution module, and the outbound call execution module is based on the updated customer corresponding customer record.
  • the priority and outgoing time period call the customer.
  • the policy algorithm adjusts the priority and the outgoing time period of the customer record of the customer in the waiting for outgoing state, and makes the adjusted time period the time period of the above-mentioned unmatched customer record, and ensures the utilization of the artificial agent.
  • the external call server sends the updated N customer records to the data. Library.
  • the outbound server sends the updated N customer records to the database, the database stores the received updated customer records, and updates the customer data.
  • the external call server updates the priority and the outgoing time period of the client according to the preset policy algorithm, so that the dynamic update of the client can be performed.
  • the outbound execution module can call the customer according to the priority of the updated customer record and the outgoing time period, thereby improving the flexibility of the system.
  • an embodiment of an exception call server according to the present invention includes:
  • the receiving module 401 is configured to receive an outbound call result sent by the outbound call execution module, where the outbound call execution module is configured to make a call to the client according to the priority and the outgoing time period of the client in the customer record in the outbound call task;
  • the update module 402 is configured to: when the call to the customer is not connected, update the priority and the outgoing time period in the customer corresponding customer record according to the preset policy algorithm, so that the outbound execution module records the updated customer corresponding customer record.
  • the priority in the middle and the outgoing time period call the customer.
  • the update module 402 is further configured to: when the outbound call execution module is making a call to the client, update the outgoing call status in the customer corresponding customer record that is performing the outbound call operation to the outgoing call; When the call to the customer is connected, the outgoing call status in the customer corresponding customer record is updated to the end of the outgoing call; and when the call to the customer is not connected, the customer is recorded in the corresponding customer record according to a preset policy algorithm. The outgoing status is updated to wait for an outgoing call, or the outgoing call ends.
  • the outbound call server in the embodiment of the present invention may further include:
  • the data importing module 403 is configured to import customer data from the database, obtain a customer record, and the customer record includes the customer's outgoing number, the customer's priority and outgoing time period, and the outgoing state;
  • the screening module 404 is configured to obtain, according to the preset screening condition, the N call status as a customer record waiting for an outgoing call, and the N is a positive integer;
  • the sending module 405 is configured to send an execution instruction to the outbound execution module, and send the N customer records to the database after the outbound task is completed.
  • the data importing module 403 imports the customer data from the database to obtain the customer record, and then the screening module 404 obtains, from the customer record, the N customer records whose call status is waiting for outgoing call according to the preset screening condition, as the external call.
  • sending module 405 Sending execution execution to the outbound call execution module, notifying the outbound call execution module to start performing the outbound call operation, and the outbound call execution module calls the customer according to the priority of the customer record in the outbound call task and the outgoing call time period, and sends the outbound call result to the outside
  • the receiving module 401 of the server after receiving the outbound call result sent by the outbound call executing module, when the call to the client is not connected, the updating module 402 updates the customer corresponding customer record according to the preset policy algorithm. Priority and outgoing time period, so that the outbound call execution module calls the customer according to the priority and the outgoing time period in the updated customer corresponding customer record.
  • the update module 402 also updates the outgoing call status in the customer corresponding customer record to the outgoing call, and when the call to the customer is connected, the update module 402 calls the outgoing call in the customer corresponding customer record.
  • the status update is the end of the call.
  • the update module 403 updates the outgoing status in the customer corresponding customer record to wait for an outgoing call or an outgoing call according to a preset policy algorithm.
  • the outbound call server updates the customer record according to the result of the outbound call sent by the outbound call execution module.
  • the outbound call server records the customer corresponding client according to the preset policy algorithm.
  • the priority and the outgoing time period are updated, so that the outbound execution module can call the customer according to the updated customer record, thereby improving the flexibility of the system.
  • an embodiment of an outbound call system includes:
  • the outbound server 501, the database 502, and the outbound execution module 503 are described in the embodiment shown in FIG.
  • the database 502 is used to store customer data, and the customer data includes a customer's customer record.
  • the external call execution module 503 is configured to make a call to the customer according to the customer priority and the outgoing time in the customer record in the outbound call task.
  • the outbound call server 501 imports the client data from the database 502 to obtain the outbound call task, and the outbound call execution module 503 calls the client according to the priority of the customer record in the outbound call task and the outgoing call time period, and The outbound call result is sent to the outbound call server 501, and the outbound call server 501 updates the client record according to the outbound call result and the preset policy algorithm.
  • the outbound call server 501 sends the updated client record to the database 502.
  • the database 502 saves the updated customer records and updates the customer data.
  • the server updates the priority of the customer record and the outgoing time period by receiving the outbound call result sent by the outbound call execution module, so that the outbound call execution module can call the client according to the updated customer record, thereby improving The flexibility of the system.
  • the related hardware may be instructed by a program, and the program may be stored in a computer readable storage medium, and the storage medium mentioned above may be a read only memory, a magnetic disk or an optical disk.

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Abstract

外呼方法、外呼服务器及外呼系统，外呼方法包括：外呼服务器接收外呼执行模块发送的外呼结果，外呼执行模块用于根据外呼任务中的客户记录中客户的优先级和呼出时间段对客户进行呼叫；当对客户的呼叫未接通时，外呼服务器根据预置的策略算法更新客户对应客户记录中的优先级及呼出时间段，以5便于外呼执行模块根据更新后的客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。此外，本发明实施例还介绍了外呼服务器及外呼系统。

Description

外呼方法、 外呼服务器及外呼系统 技术领域
本发明涉及移动通信技术领域， 尤其涉及外呼方法、 外呼服务器、 及外呼 系统。
背景技术
随着移动通信技术的快速发展， 外呼服务的重要性逐渐凸显出来， 外呼服 务是在主动服务、数据库营销的原则下，有计划、有针对性地与目标客户联系， 通过自动外呼系统与客户建立良好的沟通。主要应用包括针对性的客户调查及 主动的市场营销活动， 其中， 针对性的客户调查包括： 客户满意度调查、 用户 的消费习惯和消费行为调查、 产品使用情况调查、 客户投诉回访等等； 主动的 市场营销活动则包括： 定期的客户关怀、 针对性的客户挽留、 欠费催缴、 新产 品推荐、 品牌宣传、 重大市场信息发布等等。
为了保证人工座席的最佳工作效率，现有技术的外呼系统产用的是按生成 的外呼任务上的客户记录的顺序进行呼出，且每条客户记录执行一次呼叫， 若 客户呼叫失败，则必须等到现有外呼任务上的客户记录的呼叫结束后重新创建 新的外呼任务，利用新创建的外呼任务对上次外呼任务中呼叫失败的客户再次 进行呼叫， 不能动态的对客户记录进行更新。
发明内容
本发明实施例提供了外呼方法、外呼服务器及外呼系统，用于在外呼过程 中，对呼叫失败的客户对应的客户记录中的优先级及呼出时间段进行更新， 实 现对外呼任务中的客户记录的动态调整， 提高了系统的工作效率。
本发明实施例的外呼方法包括：外呼服务器接收外呼执行模块发送的外呼 结果，外呼执行模块用于根据外呼任务中的客户记录中客户的优先级和呼出时 间段对客户进行呼叫； 当对客户的呼叫未接通时， 外呼服务器根据预置的策略 算法更新客户对应客户记录中的优先级及呼出时间段，以便于外呼执行模块根 据更新后的客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。
本发明实施例的外呼服务器包括： 接收模块， 用于接收外呼执行模块发送 的外呼结果，外呼执行模块用于根据外呼任务中的客户记录中客户的优先级和 呼出时间段对客户进行呼叫； 更新模块， 用于当对客户的呼叫未接通时， 根据 预置的策略算法更新客户对应客户记录中的优先级及呼出时间段，以便于外呼 执行模块根据更新后的客户对应客户记录中的优先级及呼出时间段对客户进 行呼叫。
本发明实施例的外呼系统包括： 外呼服务器、 外呼执行模块及数据库。 从以上技术方案可以看出， 本发明实施例具有以下优点：
根据外呼执行模块发送的外呼结果对客户记录进行更新，即当客户的呼叫 失败时，根据预置的策略算法更新该客户对应客户记录中的优先级及呼出时间 段， 实现对客户记录的动态更新， 提高系统的工作效率。
附图说明
图 1为本发明实施例中外呼方法的一个示意图；
图 2为本发明实施例中外呼方法的另一示意图；
图 3为本发明实施例中外呼方法的一个示意图；
图 4为本发明实施例中外呼服务器的一个示意图；
图 5为本发明实施例中外呼系统的一个示意图。
具体实施方式
本发明实施例提供了外呼方法、外呼服务器及外呼系统，用于在外呼系统 执行外呼操作的过程中， 当对某个客户的呼叫失败时，对该客户的客户记录进 行更新， 动态调整客户记录的优先级、 呼出时间段， 提高外呼操作的灵活性， 提高系统的工作效率。
请参阅图 1 , 为本发明实施例中一种外呼方法的实施例， 包括：
101、 外呼服务器接收外呼执行模块发送的外呼结果；
在本发明实施例中，外呼执行模块用于根据外呼任务中的客户记录中客户 的优先级和呼出时间段对客户进行呼叫， 并在对客户的呼叫结束之后，发送对 该客户的外呼结果给外呼服务器，外呼服务器接收外呼执行模块发送的外呼结 果， 其中， 外呼执行模块可以是计算机电话集成（ CTI, Computer Telephony Integration )月良务器。
102、 当对客户的呼叫未接通时， 外呼服务器根据预置的策略算法更新客 户对应客户记录中的优先级和呼出时间段，以便于外服务器根据更新后的客户 对应客户记录中的优先级及呼出时间段对客户进行呼叫。
在本发明实施例中 ,外呼服务器根据接收到的外呼结果对客户记录进行更 新。 当对客户的呼叫未接通时， 外呼服务器将根据预置的策略算法更新客户对 应客户记录中的优先级和呼出时间段，以便于外呼执行模块根据更新后的客户 对应客户记录中的优先级及呼出时间段对客户进行呼叫。例如， 若对某个客户 的呼叫未接通， 将该客户的优先级从原来的 300升高到 500, 或者将该客户的 优先级从原来的 300降低到 100;及将该客户的呼出时间段从 9:00〜10:00更新 为 20:00〜21 :00。
在本发明实施例中， 当对某个客户的呼叫未接通时， 外呼服务器将根据预 置的策略算法更新该客户对应客户记录中的优先级及呼出时间段，使得系统能 够动态的更新客户记录， 安排客户进行重呼时客户的优先级及呼出时间段，提 高了系统的灵活性。
为了更好的理解技术，请参阅图 2,为本发明实施例中外呼方法的实施例， 包括：
201、 外呼服务器从数据库导入客户数据， 获得客户记录；
在本发明实施例中，外呼服务器将从数据库导入客户数据，获得客户记录， 其中，客户数据中的每个客户至少包含能标识该客户唯一性的识别码及该客户 的一个或多个电话号码， 其中，客户唯一性的识别码可以是系统分配给客户的 编码， 或者客户的证件号码， 用于标识客户的唯一性， 以避免在执行外呼操作 时， 对同一个客户的多个号码进行呼叫。 此外， 客户数据中还可包含客户的业 务数据及对该客户的历史呼叫记录， 其中，客户的业务数据可以是客户所使用 的业务， 客户的等级等， 例如某个客户使用移动公司的短信套餐业务， 为普通 客户。客户的历史呼叫记录则可包含是否已经对该客户执行呼叫，及呼叫是否 接通。
在本发明实施例中，外呼服务器导入客户数据之后，将根据预置的策略算 法设置客户对应客户记录中的呼出号码、客户的优先级及呼出时间段。其中客 户的呼出号码是指对客户进行外呼操作时呼叫的号码，当该客户有多个电话号 码时，呼出号码为多个号码中的一个，客户的优先级是指在执行外呼操作时客 户被呼叫的优先级，呼出时间段是指可以对该客户执行外呼操作的时间段， 需 要说明的是， 在本发明实施例中， 若需要更改客户的呼出号码， 则需重新设置 该客户的优先级及呼出时间段。
202、 外呼服务器根据预置的筛选条件获取 N条呼出状态为等待呼出的客 户记录， 作为外呼任务；
外呼服务器在获得客户记录之后， 将根据预置的筛选条件获取 N条呼出 状态为等待呼出的客户记录， 作为外呼任务， 其中 N为正整数。 例如， 若预 置的筛选条件是欠账金额在人民币 3000元以上， 且欠账时间超过 30天客户 , 则从客户记录中获取 N条满足预置筛选条件的呼出状态为等待呼出的客户的 客户记录。 需要说明的是， 在本发明实施例中， 筛选条件不同， 获取的 N条 客户记录也可能不同， 在实际应用中， 可根据具体的情况设置筛选条件， 此处 不做限定。
在本发明实施例中，客户记录中的呼出状态可以为等待呼出，呼出中及呼 出结束中的任意一种。
203、 外呼服务器发送执行指令给外呼执行模块；
外呼服务器发送外呼执行指令给外呼执行模块，外呼执行模块接收到执行 指令之后，对外呼任务中的客户执行外呼操作， 即根据客户记录中客户的优先 级和呼出时间段执行外呼操作。
在本发明实施例中， 外呼任务中的 N条客户记录的呼出状态均为等待呼 出， 当外呼执行模块正在对客户进行呼叫时， 外呼服务器将正在执行外呼操作 的客户对应客户记录中的呼出状态更新为呼出中。
需要说明的是，在本发明实施例中，外呼执行模块将根据系统预置的外呼 策略对客户进行呼叫， 其中， 外呼策略有多种， 比如： 将定义每次呼叫的等待 振铃次数， 即确定多少次振铃后放弃该次呼叫，及定义对不同的外呼结果的处 理方法， 例如将接通后由真人应答的呼叫转给人工座席， 而将忙音， 空号因等 其他未接通的呼叫挂断。
204、 外呼服务器接收外呼执行模块发送的外呼结果；
外呼执行模块执行对客户的呼叫之后，将发送外呼结果给外呼服务器， 外 呼服务器接收外呼执行模块发送的外呼结果， 其中，外呼结果至少包含对客户 的呼叫是否接通。
205、 当对客户的呼叫未接通时， 外呼服务器根据预置的策略算法更新客 户对应客户记录中的优先级和呼出时间段，以便于外呼执行模块根据更新后的 客户对应客户记录中的优先级和呼出时间段对客户进行呼叫。
若对客户的呼叫为未接通时，外呼服务器根据预置的策略算法更新客户对 应客户记录中的优先级和呼出时间段，以便于外呼执行模块根据更新后的客户 对应客户记录中的优先级和呼出时间段对客户进行呼叫。具体的： 当对客户的 呼叫未接通时，外呼服务器将根据预置的优先级更新算法升高或降低客户的优 先级， 根据最大重呼次数逻辑算法确定对该客户重呼的呼出时间段。
其中，优先级更新算法用于对客户下一次呼叫时的优先级进行设置， 比如 提高或降低客户呼叫时的优先级。
最大重呼次数逻辑算法可根据对客户的呼叫未接通的原因，确定该客户的 客户记录中的外呼号码进行重呼的呼出时间段，同时设置该号码的最大重呼次 数及已呼次数。 其中， 最大重呼次数是指已呼次数可以达到的最大值， 该已呼 次数的统计算法可以为： 在同一个呼出号码的情况下，若当前呼叫失败的原因 与上一次呼叫失败的原因相同， 则已呼次数加 1 , 否则， 已呼次数清零。
需要说明的是，在使用最大重呼次数逻辑算法时， 可在外呼任务的客户记 录中设置对应的策略状态， 策略状态可包含已呼次数， 最大重呼次数及重呼间 隔， 其中， 重呼间隔则用于设置对客户进行重呼的呼出时间段， 且重呼间隔加 上当前的呼出时间段则为重呼的呼出时间段。在本发明实施例中， 当对客户的 呼叫未接通时，外呼服务器可根据策略状态的参数确定是否对客户进行重呼操 作， 例如： 若该客户的呼出号码的已呼次数达到最大重呼次数， 则停止对该客 户的外呼操作，或者将呼叫号码进行更新，对更新后的呼叫号码设置对应的优 先级及呼出时间段。若该客户的呼出号码的已呼次数小于最大重呼次数时， 则 将当前时间段加上策略状态的重呼间隔为对该客户重呼的呼出时间段， 举例 为： 若某客户的手机号码为外呼号码， 呼出时间段为 8:00〜9:00, 重呼间隔为 5 小时，且该客户的手机号码的最大呼叫次数为 3次， 则当对该客户的手机号码 呼叫未接通，且当前对该客户的手机号码已执行 2次呼叫时， 可设置对该客户 重呼的时间段为 13:00〜14:00。
在本发明实施例中， 在对客户记录的优先级及呼出时间段进行更新之前， 需根据外呼结果更新客户记录的外呼状态，具体为： 当对客户的呼叫未接通且 需对该客户重呼时，外呼服务器将该客户对应客户记录中的呼出状态更新为等 待呼出； 当对客户的呼叫接通， 或者当对客户的呼叫未接通且对该客户的呼叫 次数已达到最大重呼次数，且该客户无其他号码可作为呼出号码时， 外呼服务 器将该客户的客户记录中的呼叫状态更新为呼叫结束，且当客户的客户记录中 的呼出状态为呼叫结束时， 不需要继续执行步骤 205。
需要说明的是，在本发明实施例中，根据预置的策略算法更新对应客户记 录的优先级及呼出时间段的方法有很多种，可根据多号码逻辑算法、或者最大 重呼次数逻辑算法、或者优先级更新算法、或者结合前述至少两种逻辑算法对 客户记录进行更新， 在实际应用中可视具体的情况而定， 此处不做限定。
需要说明的是， 若当前呼出号码的呼叫次数已达到最大值，且对应客户具 有多个号码时，还可以通过多号码逻辑算法切换到下一个号码， 即更新客户的 呼出号码。 在本发明实施例中， 当某个客户的客户记录中包含多个号码时， 外 呼系统将配置号码呼出的顺序。 例如， 某个客户的客户记录中有 PHI , PH2, PH3三个号码， 利用多号码逻辑算法设置号码的呼叫顺序为 PH1>PH2>PH3 , 代表先呼叫号码 PH1 , 若 PH1号码呼叫失败， 则呼叫号码 PH2, 若 PH2号码 呼叫失败， 则呼叫 PH3。 其中， 对于新的呼出号码， 外呼系统将才艮据该呼出号 码设置对应的客户优先级和呼出时间段， 及呼出状态等信息。
206、 外呼任务完成后， 外呼服务器将更新后的 N条客户记录发送给数据 库。
在本发明实施例中， 当对外呼任务完成后， 外呼服务器将更新后的 N条 客户记录发送给数据库，将更新后的客户的客户记录保存在数据库中并对数据 库中的客户数据进行更新。
需要说明的是， 若在执行外呼任务中，存在在呼出时间段内未能执行外呼 操作的客户记录，外呼服务器将根据预置的策略算法更新该客户记录的优先级 及呼出时间段。
在本发明实施例中，外呼服务器通过根据外呼执行模块发送的外呼结果及 预置的策略算法对客户记录的优先级及呼出时间段进行更新，能够有效的实现 动态的对客户记录的调整，设置客户的重呼优先级及重呼的呼出时间段， 不需 要等到下次创建新的外呼任务， 提高系统的灵活性。
为了更好的理解本发明， 请参阅图 3 , 为本发明实施例中外呼方法的实施 例， 包括：
301、 外呼服务器从数据库导入客户数据， 获得外呼任务；
在本发明实施例中， 外呼服务器从数据库导入客户数据，对客户数据进行 处理之后得到客户记录， 且外呼服务器将根据预置的筛选条件获取 N条呼出 状态为等待呼出的客户记录， 作为外呼任务。
302、 外呼服务器发送执行指令给外呼执行模块；
步骤 302与图 2所示实施例的步骤 202描述的内容相似， 此处不再赘述。
303、 外呼执行模块对外呼任务中的客户进行呼叫；
在本发明实施例中，外呼执行模块用于根据外呼任务中的客户记录中客户 的优先级及呼出时间段对客户进行呼叫， 因此， 外呼执行模块接收外呼执行指 令后， 对外呼任务中的客户进行呼叫。
其中，外呼执行模块根据客户记录中的优先级及呼出时间段对客户进行呼 叫具体为： 对呼出时间段包含当前时间的客户，按照客户的优先级从高到底或 者从低到高的顺序对客户进行呼叫。
304、 外呼执行模块发送呼叫结果给外呼服务器；
对客户进行呼叫之后， 外呼执行模块发送呼叫结果给外呼服务器， 其中， 外呼结果至少包含对该客户的呼叫接通或未接通的信息。
305、 当对客户的呼叫未接通时， 外呼服务器根据预置的策略算法更新客 户对应客户记录中的优先级和呼出时间段；
外呼服务器接收到呼叫结果之后， 将根据外呼的结果对客户记录进行更 新， 当对客户的呼叫未接通时， 外呼服务器根据预置的策略算法更新客户对应 客户记录中的优先级和呼出时间段，此外外呼服务器还将根据是否对客户进行 重呼更新客户的呼出状态， 即若需要对客户进行重呼时， 外呼服务器将客户对 应客户记录的呼出状态更新为等待呼出， 若不需要再对客户进行呼叫， 外呼服 务器将客户对应客户记录的呼出状态更新为呼出结束。
在本发明实施例中，在外呼执行模块进行呼叫的过程中， 外乎服务器将根 据外呼执行模块发送的外呼结果对客户记录进行更新，且外呼执行模块根据更 新后的客户对应客户记录的优先级及呼出时间段对客户进行呼叫。
需要说明的是， 在本发明实施例中，， 为了保证座席的利用率， 可选的： 当外呼任务在某个时段内无匹配的客户记录的数据时，外呼服务器将根据预置 的策略算法调整处于等待呼出状态的客户的客户记录的优先级及呼出时间段， 且使得调整后的时间段为上述无匹配的客户记录的时间段，保证人工座席的利 用率。
306、 外呼任务完成后， 外呼服务器将更新后的 N条客户记录发送给数据 库。
在本发明实施例中， 外呼任务完成后， 外呼服务器将更新后的 N条客户 记录发送给数据库，数据库保存接收到的更新后的客户记录， 并对客户数据进 行更新。
在本发明实施例中， 当外呼执行模块对客户的呼叫未接通时， 外呼服务器 根据预置的策略算法更新该客户的优先级及呼出时间段，使得能够对客户动态 的进行更新，外呼执行模块能够根据更新后的客户记录的优先级及呼出时间段 对客户进行呼叫， 提高了系统的灵活性。
请参阅图 4, 为本发明实施例外呼服务器的实施例， 包括：
接收模块 401 , 用于接收外呼执行模块发送的外呼结果， 其中， 外呼执行 模块用于根据外呼任务中的客户记录中客户的优先级和呼出时间段对客户进 行呼叫；
更新模块 402, 用于当对客户的呼叫未接通时， 根据预置的策略算法更新 客户对应客户记录中的优先级及呼出时间段，以便于外呼执行模块根据更新后 的客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。
在本发明实施例中，更新模块 402还可以用于当外呼执行模块正在对客户 进行呼叫时，将正在执行外呼操作的客户对应客户记录中的呼出状态更新为呼 出中； 及用于当对客户的呼叫接通时，将客户对应客户记录中的呼出状态更新 为呼出结束； 及用于当对客户的呼叫未接通时，根据预置的策略算法将所述客 户对应客户记录中的呼出状态更新为等待呼出， 或者呼出结束。
优选的， 本发明实施例中的外呼服务器还可以包括：
数据导入模块 403 , 用于从数据库导入客户数据， 获得客户记录， 客户记 录包括客户的呼出号码， 客户的优先级和呼出时间段， 及呼出状态；
筛选模块 404 ,用于根据预置的筛选条件获取 N条呼出状态为等待呼出的 客户记录， 作为外呼任务， N为正整数；
发送模块 405 , 用于发送执行指令给外呼执行模块， 及外呼任务完成后， 将 N条客户记录发送给数据库。
在本发明实施例中，数据导入模块 403从数据库导入客户数据， 获得客户 记录， 接着筛选模块 404根据预置的筛选条件从客户记录中获取 N条呼出状 态为等待呼出的客户记录， 作为外呼任务， 建立外呼任务之后， 发送模块 405 发送执行执行给外呼执行模块，通知外呼执行模块开始执行外呼操作， 外呼执 行模块根据外呼任务中客户记录的优先级及呼出时间段对客户进行呼叫，并发 送外呼结果给外乎服务器的接收模块 401， 该接收模块 401接收到外呼执行模 块发送的外呼结果后， 当对客户的呼叫未接通时， 更新模块 402根据预置的策 略算法更新客户对应客户记录中的优先级及呼出时间段，以便于外呼执行模块 根据更新后的客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。且 对正在执行呼叫的客户，该更新模块 402还将该客户对应客户记录中的呼出状 态更新为呼出中， 而当对客户的呼叫接通时， 更新模块 402将该客户对应客户 记录中的呼出状态更新为呼出结束， 当对客户的呼叫未接通时， 更新模块 403 根据预置的策略算法将客户对应客户记录中的呼出状态更新为等待呼出或者 呼出结束。
在本发明实施例中，外呼服务器根据外呼执行模块发送的外呼结果对客户 记录进行更新， 当对客户的呼叫未接通时，外呼服务器根据预置的策略算法对 客户对应客户记录中的优先级及呼出时间段进行更新，使得外呼执行模块能够 根据更新后的客户记录对客户进行呼叫， 提高了系统的灵活性。
请参阅图 5 , 为本发明实施例中外呼系统的实施例， 包括：
如图 4所示实施例描述的外呼服务器 501 ,数据库 502,外呼执行模块 503。 其中，数据库 502用于保存客户数据，所述客户数据包含客户的客户记录； 外呼执行模块 503 用于根据外呼任务中的客户记录中客户优先级和呼出 时间对客户进行呼叫。
在本发明实施例中，外呼服务器 501从数据库 502导入客户数据， 获得外 呼任务，外呼执行模块 503则根据外呼任务中客户记录的优先级及呼出时间段 对客户进行呼叫， 并将外呼结果发送给外呼服务器 501 , 外呼服务器 501根据 外呼结果及预置的策略算法对客户记录进行更新， 外呼任务完成之后， 外呼服 务器 501发送更新后的客户记录给数据库 502, 数据库 502保存更新后的客户 记录， 并对客户数据进行更新。
在本发明实施例中，外乎服务器通过接收外呼执行模块发送的外呼结果更 新客户记录的优先级及呼出时间段，使得外呼执行模块能够根据更新后的客户 记录对客户进行呼叫， 提高了系统的灵活性。
本领域普通技术人员可以理解实现上述实施例方法中的全部或部分步骤 是可以通过程序来指令相关的硬件完成，所述的程序可以存储于一种计算机可 读存储介质中， 上述提到的存储介质可以是只读存储器， 磁盘或光盘等。
以上对本发明所提供的外呼的方法、外呼服务器及外呼系统进行了详细介 绍， 对于本领域的一般技术人员， 依据本发明实施例的思想， 在具体实施方式 及应用范围上均会有改变之处， 综上所述，本说明书内容不应理解为对本发明 的限制。

Claims

权 利 要 求
1、 一种外呼方法， 其特征在于， 包括：
外呼服务器接收外呼执行模块发送的外呼结果，所述外呼执行模块用于根 据外呼任务中的客户记录中客户的优先级和呼出时间段对客户进行呼叫； 当对客户的呼叫未接通时，外呼服务器根据预置的策略算法更新所述客户 对应客户记录中的优先级及呼出时间段，以便于所述外呼执行模块根据所述更 新后的所述客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。
2、 根据权利要求 1所述的方法， 其特征在于， 所述外呼服务器根据预置 的策略算法更新所述客户对应客户记录中的优先级及呼出时间段包括：
外呼服务器根据预置的优先级更新算法升高或降低所述客户的优先级，及 外呼服务器根据最大重呼次数逻辑算法确定对所述客户重呼的呼出时间段。
3、 根据权利要求 1所述的方法， 其特征在于， 所述在外呼服务器接收外 呼执行模块发送的外呼结果之前包括：
外呼服务器从数据库导入客户数据，获得客户记录， 所述客户记录包括客 户的呼出号码， 所述客户的优先级和呼出时间段， 及呼出状态；
外呼服务器根据预置的筛选条件获取 N条呼出状态为等待呼出的客户记 录， 作为外呼任务， 所述 N为正整数；
发送执行指令给外呼执行模块。
4、 根据权利要求 1至 3任一项所述的方法， 其特征在于， 所述方法还包 括：
当外呼执行模块正在对客户进行呼叫时，外呼服务器将正在执行外呼操作 的所述客户对应客户记录中的呼出状态更新为呼出中；
当对客户的呼叫接通时，外呼服务器将所述客户对应客户记录中的呼出状 态更新为呼出结束；
当对客户的呼叫未接通时，外呼服务器根据预置的策略算法将所述客户对 应客户记录中的呼出状态更新为等待呼出， 或者呼出结束。
5、 根据权利要求 4所述的方法， 其特征在于， 所述方法还包括： 所述外呼任务完成后， 外呼服务器将更新后的 N条客户记录发送给数据 库。
6、 一种外呼服务器， 其特征在于， 包括： 接收模块，用于接收外呼执行模块发送的外呼结果， 所述外呼执行模块用 于根据外呼任务中的客户记录中客户的优先级和呼出时间段对客户进行呼叫； 更新模块，用于当对客户的呼叫未接通时，根据预置的策略算法更新所述 客户对应客户记录中的优先级及呼出时间段，以便于所述外呼执行模块根据所 述更新后的所述客户对应客户记录中的优先级及呼出时间段对客户进行呼叫。
7、 根据权利要求 6所述的外呼服务器， 其特征在于， 所述更新模块还用 于当外呼执行模块正在对客户进行呼叫时，将正在执行外呼操作的所述客户对 应客户记录中的呼出状态更新为呼出中； 及用于当对客户的呼叫接通时，将所 述客户对应客户记录中的呼出状态更新为呼出结束；及用于当对客户的呼叫未 接通时，根据预置的策略算法将所述客户对应客户记录中的呼出状态更新为等 待呼出， 或者呼出结束。
8、 根据权利要求 6或 7所述的外呼服务器， 其特征在于， 所述外呼服务 器还包括：
数据导入模块， 用于从数据库导入客户数据， 获得客户记录， 所述客户记 录包括客户的呼出号码， 所述客户的优先级和呼出时间段， 及呼出状态；
筛选模块， 用于根据预置的筛选条件获取 N条呼出状态为等待呼出的客 户记录， 作为外呼任务， 所述 N为正整数；
发送模块， 用于发送执行指令给外呼执行模块， 及外呼任务完成后， 将所 述 N条客户记录发送给数据库。
9、 一种外呼系统， 其特征在于， 包括：
如权利要求 6至 8任意一项所述的外呼服务器；
数据库， 用于保存客户数据， 所述客户数据包含客户的客户记录； 外呼执行模块，用于根据外呼任务中的客户记录中客户的优先级和呼出时 间段对客户进行呼叫。
10、根据权利要求 9所述的系统，其特征在于，所述外呼执行模块还包括： 接收模块， 用于接收所述外呼服务器发送的执行指令；
发送模块， 用于向所述外呼服务器发送外呼结果。
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