WO2012019406A1

WO2012019406A1 - Method, system and client for realizing traffic console service

Info

Publication number: WO2012019406A1
Application number: PCT/CN2010/079744
Authority: WO
Inventors: 张东涛
Original assignee: 中兴通讯股份有限公司
Priority date: 2010-08-13
Filing date: 2010-12-14
Publication date: 2012-02-16
Also published as: CN101938580A; CN101938580B

Abstract

A method, system and client for realizing traffic console service are provided by the present invention. The method includes that: after receiving an incoming call data sent from a web server, the client parses the incoming call data to obtain the incoming call parameters from the incoming call data, and adjusts the call queue according to the incoming call types of the incoming call parameters; the client generates a call icon for the incoming call object in the call queue, displays the generated call icon on the web and displays the press-button for traffic operation. The present invention realizes the page presentation of traffic so that the operator can know about the traffic incoming call in real time with the actionless page, and presenting the call in the manner of icon is convenient to operate, tidy and good looking, and greatly releases the work pressure of the operator, thus reducing the waiting time of the calling user. The above operation manner is novel, intuitive and easy to be used, and able to greatly reduce the feeling of tiredness and tension of operator in the practical operation.

Description

Method, system and client for realizing attendant service

Technical field

The present invention relates to the field of communication services, and in particular, to a method, system, and client for implementing a service of a console.

Background technique

The attendant console products can provide traffic services for the Group's major customers. The attendants can provide users with the functions of queuing, accepting, transferring, transferring, demolishing, maintaining, three-way calling and initiating conference calls through the console products. Use the console products to build your own unique attendant console to help companies improve their image.

Web-based (page) development products can be operated from anywhere without installing any special software support. As long as there is a computer with Internet access, the client can be used for zero maintenance. The system is also very easy to expand. Server-side upgrade and maintenance can be, so the combination of web and console products is the trend of the times.

Since the incoming call has the characteristics of being instantaneously generated and urgently to be processed, the operation interface is required to have good ease of use to help the attendant improve the quality of work. At present, the existing console products are only in the form of a simple text list when presenting traffic calls, which is neither obvious and intuitive, and is not easy to operate, and the web is not good at displaying real-time information, usually釆 Use the browser to refresh the page every time to get new data, which makes the operator's feelings worse.

Summary of the invention

The technical problem to be solved by the present invention is to provide a method and system for realizing the service of the console, and to improve the ease of use of the console products.

To solve the above technical problem, the method for implementing the service of the console is as follows: after receiving the incoming data sent by the page server, the client parses the incoming data, and obtains the incoming parameter from the incoming data. Adjust the call queue according to the incoming call type in the incoming parameters;

The client generates a call icon for the incoming object in the call queue, and displays the generated image on the page. Call the icon and display the button for the traffic action.

The method also includes:

Before receiving the incoming data sent by the page server, the client initiates a connection request to the page server;

The page server blocks the connection request initiated by the client, establishes a long connection with the client, and sends the incoming data to the client through the established long connection.

The method also includes:

After receiving the incoming data sent by the page server, the client also releases the long connection, and after displaying the generated call icon on the page, re-initiates the connection request to the page server to re-establish a long connection with the page server.

According to the incoming call type in the incoming parameter, the steps of adjusting the call queue include:

When the incoming call type is a new incoming call, an incoming call object is established, and the incoming call object is added to the call queue; or

When the incoming call type indicates that the incoming call is an existing incoming call, the incoming call object of the incoming call is established, and the original incoming call corresponding to the incoming call in the call queue is replaced; or

When the incoming call type is Delete Incoming, the incoming call object in the call queue is deleted.

When the client displays the button for the traffic operation, the call icon selected by the operator activates the button for the traffic operation that can be performed on the selected call icon, and blocks the button for the inability to perform the traffic operation.

The client initiates a connection request to the page server using the asynchronous browser dynamic scripting language and Extensible Markup Language (AJAX).

A system for implementing a service of a console, comprising a client, the client comprising: a data processing module, a queue adjustment module, an icon generation module, and a display module, which are sequentially connected, wherein:

The data processing module is configured to: after receiving the incoming data sent by the page server, parse the incoming data, obtain an incoming parameter from the incoming data, and send the incoming parameter to the queue adjustment module; the queue adjustment module is set to : adjusting the call queue according to the incoming call type in the received incoming call parameter, and sending the call queue to the icon generation module;

The icon generation module is set to: generate a call icon for the incoming object in the call queue, and The generated call icon is sent to the display module;

The display module is set to: Display the call icon on the page and display the button for the traffic action. The page server includes a data sending module;

The data processing module is further configured to: initiate a connection request to the data sending module;

The data sending module is configured to: block the connection request initiated by the data processing module, establish a long connection with the data processing module, and send the incoming data to the data processing module through the established long connection.

The display module is further configured to: when the call icon is displayed on the page, send a notification message that is being displayed to the data processing module;

The data processing module is further configured to: after receiving the incoming data sent by the page server, release the long connection, and after receiving the notification message being displayed sent by the display module, re-initiating the connection request to the page server to the page The server re-establishes a long connection.

The queue adjustment module is configured to: when the call queue is adjusted according to the incoming call type, when the incoming call type is a new incoming call, an incoming call object is established, and the incoming call object is added to the call queue; or

The present invention further provides a client that implements the service of the console. The client includes: a data processing module, a queue adjustment module, an icon generation module, and a display module, which are sequentially connected, wherein: the data processing module is configured as: After receiving the incoming data sent by the page server, parsing the incoming data, obtaining an incoming parameter from the incoming data, and sending the incoming parameter to the queue adjustment module;

The queue adjustment module is configured to: adjust a call queue according to the incoming call type in the received incoming call parameter, and send the call queue to the icon generating module;

The icon generating module is configured to: generate a call icon for the incoming object in the call queue, and send the generated call icon to the display module;

The display module is configured to: display the call icon on a page, and display a button of a traffic operation. The data processing module is further configured to: initiate a connection request to the data sending module;

The data sending module is located in the page server, blocks the connection request initiated by the data processing module, establishes a long connection with the data processing module, and sends the incoming data to the data processing module through the established long connection.

The display module is further configured to: send the notification message being displayed to the data processing module when the call icon is displayed on the page;

The data processing module is further configured to: after receiving the incoming data sent by the page server, release the long connection, and after receiving the notification message being displayed sent by the display module, restart the page server A connection request is initiated to re-establish the long connection with the page server.

The queue adjustment module is configured to: when the call queue is adjusted according to the incoming call type, when the incoming call type is a new incoming call, the incoming call object is established, and the incoming call object is added to the call In the queue; or

When the incoming call type indicates that the incoming call is an existing incoming call, the incoming call object of the incoming call is established, and the original incoming call object corresponding to the incoming call in the call queue is replaced; or

When the incoming call type is a delete incoming call, the incoming call object in the call queue is deleted.

In summary, the present invention realizes the page display of the traffic, so that the operator can know the incoming call in real time when the page is still, and the call is displayed in an icon manner, the operation is convenient, the appearance is neat, and the operation is greatly reduced. The operator's work pressure, and shorten the waiting time of the calling user, this operation mode is novel, intuitive and easy to use, can greatly reduce the fatigue and tension in the actual operation of the operator, and due to the real-time incoming call message, Reduced waiting time, increased work efficiency, and increased user satisfaction. BRIEF abstract

FIG. 1 is a schematic diagram of a networking mode for implementing a console service according to an embodiment of the present invention;

2 is a flowchart of a method for implementing a console service according to an embodiment of the present invention;

3 is a schematic diagram of an effect of displaying a call icon by a client in the embodiment; FIG. 4 is a structural diagram of a system for implementing a console service according to an embodiment of the present invention. Preferred embodiment of the invention

In order to solve the problem of ease of use of the web console product, it is necessary to solve the problems of data acquisition, presentation and operation of traffic incoming calls. In this embodiment, the client is caused to reflect the web server data change in real time, and solve the real-time problem of the data. In order to make the web console interface more intuitive and easy to use, the animation icons are dynamically generated according to the acquired real-time data, and the icons are sorted according to the priority, and the unavailable operation buttons are shielded according to the icon state, thereby alleviating the work of the operator on the client side. Pressure, these measures have greatly improved the ease of use of the console.

The present embodiment will be described in detail below with reference to the accompanying drawings.

FIG. 1 is a schematic diagram of a networking mode for implementing a service of a console according to an embodiment of the present invention. The network includes: a service platform, a web server, and a client. The service platform executes service logic, and sends an incoming message to the web server. The web server receives the message. The incoming message is sent to the client browser; the client browser generates page call information.

2 is a flowchart of a method for implementing a console service according to an embodiment of the present disclosure, including:

Step 201: The calling user dials the attendance number of the attendant station, and generates an incoming message. After the incoming message arrives at the service platform, the service platform performs initial processing and sends the message to the web server.

The initial processing may be an operation such as an allocation identifier (ID).

Step 202: The client browser (referred to as the client) initiates a connection request to the web server; the client browser can initiate a connection request to the web server by using AJAX (Asynchronous JavaScript and XML), that is, without refreshing the page. So as not to cause bad visual effects to the operator.

Step 203: The web server blocks the connection request of the client browser, and establishes a long connection with the client browser.

Step 204: After receiving the incoming message sent by the service platform, the web server encapsulates the incoming data (xml data) in an Extensible Markup Language (XML) format, and sends the xml data to the established long connection. Client browser

Sending xml data between the web server and the client browser by using a long connection, The caller's incoming call arrival interval is the shortest.

Step 205: After receiving the xml data, the client browser releases the long connection, parses the xml data, obtains the incoming parameter in the xml, and adjusts the call queue according to the incoming call type.

If the incoming call type is a new incoming call, the incoming call object of the incoming call is established in the memory, and the incoming call object is added to the call queue in the memory; if the incoming call type indicates that the incoming call is an existing call, the call is established. The incoming call object of the incoming call replaces the original incoming call object in the call queue; if the incoming call type is the delete incoming call, the incoming call object in the call queue is deleted.

Step 206: The client browser sorts the call queues in the memory according to the priority field of the incoming object.

Step 207: The client browser generates a dynamic call icon for the incoming call object in the call queue, and according to the processing state of the incoming call object, divides the call icon into two groups of incoming calls and received calls, which are respectively displayed on the page. Call waiting area and accepted call area;

When the call icon is displayed in the call waiting area and the received call area, the existing icon in the call waiting area and the called call area can be cleared first, and the new icon can be reloaded.

The icon in the received call area is the incoming call that the client has accepted, and needs to wait for operations such as transfer, transfer, forced release or hold.

The Call Waiting Area uses the Graphics Interchange Format (GIF) animation to display the call icon to attract the attention of the attendant, and the caller icon has basic information showing the calling user, making the attendant at a glance.

The client browser can generate call icons using the Browser Object Model (BOM) and the Document Object Module (DOM) in javascript (Browser Dynamic Scripting Language).

Step 208: The client browser re-initiates a connection request to the web server, and the web server blocks the request and establishes a long connection with the client browser.

The client browser re-initiates the connection request in order to obtain the next incoming message in time. After the long connection is established, the client browser waits for the next incoming message.

Step 209: After the attendant clicks the call icon in the call waiting area, the client browser displays the call icon as the selected state, activates the button for the call operation that can be performed on the call icon, and blocks The button for the operation that cannot be performed, after the operator clicks the button, performs the corresponding traffic processing. After the attendant clicks on the call icon, the client browser can display the full information of the calling user in the user details area.

Figure 3 shows the display effect of the client browser. The call icon named "Zhang San" in the call waiting area is the traffic that the attendant currently selects to operate. The call icon is an animated GIF, which is a vivid representation of the new traffic. The lower row of buttons is the button for traffic operation, the button for the traffic operation that can be performed on the selected icon is activated, and the button for the unserviceable traffic operation is the gray state that is blocked. When the attendant clicks the button on the call icon to perform the traffic operation, the client browser re-paints the accepted call icon during the corresponding transaction processing, and displays it in the accepted call zone.

4 is a system for implementing a console service according to an embodiment of the present invention, including: a client and a page server, where the client includes: a data processing module, a queue adjustment module, an icon generation module, and a display module that are sequentially connected; the page server includes: Module

a data processing module, configured to: after receiving the incoming data sent by the page server, parse the incoming data, obtain an incoming parameter from the incoming data, send the incoming parameter to the queue adjustment module; and use asynchronous JavaScript And the method of extensible markup language, initiates a connection request to the data sending module, that is, initiates a connection request to the web server without refreshing the page, so as to avoid causing bad visual effects to the operator. And after receiving the incoming data sent by the page server, releasing the long connection, and after receiving the notification message being displayed sent by the display module, re-initiating the connection request to the page server to be re-established with the page server Long connection.

a data sending module, configured to block a connection request initiated by the data processing module, establish a long connection with the data processing module, and after receiving the incoming message sent by the service platform, encapsulate the incoming data (xml data) in an xml format, The established long connection sends the incoming data to the data processing module.

The queue adjustment module is configured to adjust the call queue according to the received incoming call type, and sort the call queues in the memory according to the priority field of the incoming object, and send the call queue to the icon generation module. The process of adjusting the call queue is as follows: When the incoming call type is a new incoming call, an incoming call object is established, and the incoming call object is added to the call queue; when the incoming call type indicates that the incoming call is an existing incoming call, The incoming call object of the incoming call is set, and the original incoming call corresponding to the incoming call in the call queue is replaced; the incoming call type is deleted, and the incoming call in the call queue is deleted. The icon generating module is configured to generate a call icon for the incoming object in the call queue, and send the generated call icon to the display module.

A display module for displaying a call icon on a page and displaying a button for a traffic operation. When the call icon is displayed on the page, the notification message being displayed is sent to the data processing module; when the button of the traffic operation is displayed, the call icon selected by the operator activates the button for the traffic operation that can be performed on the selected call icon, shielding A button that cannot perform traffic operations. When the call icon is displayed, according to the processing status of the incoming object, the call icon is divided into two groups of incoming calls and incoming calls, which are displayed on the page in the call waiting area and the incoming call area. The GIF animation is used in the call waiting area to display the call icon to attract the attendant's attention, and the caller's basic information is displayed on the call icon to make the attendant clear at a glance.

One of ordinary skill in the art will appreciate that all or a portion of the above steps may be performed by a program to instruct the associated hardware. The program may be stored in a computer readable storage medium such as a read only memory, a magnetic disk or an optical disk. Alternatively, all or part of the steps of the above embodiments may also be implemented using one or more integrated circuits. Correspondingly, each module in the above embodiment may be implemented in the form of hardware or in the form of a software function module. The invention is not limited to any particular form of hardware and software combination.

The invention may, of course, be embodied in a variety of embodiments without departing from the spirit and scope of the invention, and any modifications, equivalents, and improvements made within the spirit and scope of the invention are included in the invention. Within the scope of protection.

INDUSTRIAL APPLICABILITY The present invention realizes page display of traffic, enabling an operator to call in real time when the page is stationary, and presenting the call in an icon manner, which is convenient to operate, beautiful and neat, and greatly reduces the attendant's Work pressure, and shorten the waiting time of the calling user. This operation mode is novel, intuitive and easy to use, which can greatly reduce the fatigue and tension in the actual operation of the operator, and is reduced due to the real-time incoming call message. Waiting time increases work efficiency and increases user satisfaction.

Claims

Claim

1. A method for implementing a console service, including:

After receiving the incoming data sent by the page server, the client parses the incoming data, obtains an incoming call parameter from the incoming data, and adjusts the call queue according to the incoming call type in the incoming parameter; the client The end generates a call icon for the incoming object in the call queue, displays the generated call icon on the page, and displays a button for the traffic operation.

2. The method of claim 1 further comprising:

Before receiving the incoming data sent by the page server, the client sends a connection request to the page server;

3. The method of claim 2, further comprising:

After receiving the incoming data sent by the page server, the client also releases the long connection, and after displaying the generated call icon on the page, re-initiating a connection request to the page server to restart with the page server. Establish the long connection.

The method according to any one of claims 1 to 3, wherein the step of adjusting the call queue according to the incoming call type in the incoming call parameter comprises:

When the incoming call type is a new incoming call, the incoming call object of the incoming call is established, and the incoming call object is added to the call queue; or

The method according to any one of claims 1 to 3, wherein

When the client displays the button of the traffic operation, the call icon selected by the operator activates a button for the traffic operation that can be performed on the selected call icon, and blocks the button of the traffic operation that cannot be performed.

6. The method according to claim 2 or 3, wherein the client uses an asynchronous browser The way of the scripting language and Extensible Markup Language (AJAX) initiates the connection request to the page server.

7. A system for implementing a service of a console, comprising a client, the client comprising: a data processing module, a queue adjustment module, an icon generation module, and a display module, which are sequentially connected, wherein:

The data processing module is configured to: after receiving the incoming data sent by the page server, parse the incoming data, obtain an incoming parameter from the incoming data, and send the incoming parameter to the queue adjustment module ;

The display module is configured to: display the call icon on a page, and display a button of a traffic operation.

8. The system of claim 7, wherein the page server comprises a data sending module; the data processing module is further configured to: initiate a connection request to the data sending module; the data sending module is configured to: block The connection request initiated by the data processing module establishes a long connection with the data processing module, and sends the incoming data to the data processing module by using the established long connection.

9. The system of claim 8 wherein

10. The system according to any one of claims 7 to 9, wherein

The queue adjustment module is configured to: when the call queue is adjusted according to the incoming call type, When the incoming call type is a new incoming call, the incoming call object of the incoming call is established, and the incoming call object is added to the call queue; or

11. A client for implementing a service of a console, the client comprising: a data processing module, a queue adjustment module, an icon generation module, and a display module, which are sequentially connected, wherein:

The client according to claim 11, wherein the data processing module is further configured to: initiate a connection request to the data sending module;

The data sending module is located in the page server, blocks a connection request initiated by the data processing module, establishes a long connection with the data processing module, and sends the incoming data to the data processing through the established long connection. Module.

13. The client of claim 12, wherein

14. The client of claim 11, wherein

The queue adjustment module is configured to: when the call queue is adjusted according to the incoming call type, when the incoming call type is a new incoming call, the incoming call object of the incoming call is established, and the incoming call object is added to the In the call queue; or