WO2012019406A1 - Method, system and client for realizing traffic console service - Google Patents
Method, system and client for realizing traffic console service Download PDFInfo
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- WO2012019406A1 WO2012019406A1 PCT/CN2010/079744 CN2010079744W WO2012019406A1 WO 2012019406 A1 WO2012019406 A1 WO 2012019406A1 CN 2010079744 W CN2010079744 W CN 2010079744W WO 2012019406 A1 WO2012019406 A1 WO 2012019406A1
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- call
- incoming
- incoming call
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5175—Call or contact centers supervision arrangements
Definitions
- 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.
- 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.
- the operation interface is required to have good ease of use to help the attendant improve the quality of work.
- 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 ⁇ Use the browser to refresh the page every time to get new data, which makes the operator's feelings worse.
- 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.
- 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:
- the client 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:
- the client 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.
- the steps of adjusting the call queue include:
- an incoming call object is established, and the incoming call object is added to the call queue;
- 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;
- the incoming call object in the call queue is deleted.
- 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).
- AJAX Extensible Markup Language
- 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 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;
- the incoming call object in the call queue is deleted.
- 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
- 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;
- the incoming call object in the call queue is deleted.
- 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.
- FIG. 1 is a schematic diagram of a networking mode for implementing a console service according to an embodiment of the present invention
- FIG. 2 is a flowchart of a method for implementing a console service according to an embodiment of the present invention
- FIG. 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
- the client is caused to reflect the web server data change in real time, and solve the real-time problem of the data.
- 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.
- 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.
- FIG. 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).
- ID allocation identifier
- 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.
- AJAX Asynchronous JavaScript and XML
- 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.
- XML Extensible Markup Language
- 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.
- 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;
- 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.
- GIF Graphics Interchange Format
- 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).
- BOM Browser Object Model
- DOM Document Object Module
- 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.
- FIG 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.
- the client browser re-paints the accepted call icon during the corresponding transaction processing, and displays it in the accepted call zone.
- FIG. 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.
- 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.
- 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 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.
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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
一种实现话务台业务的方法、 系统及客户端 Method, system and client for realizing attendant service
技术领域 Technical field
本发明涉及通信业务领域, 尤其涉及一种实现话务台业务的方法、 系统 及客户端。 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.
背景技术 Background technique
话务台产品能够为集团大客户提供话务服务, 话务员能够通过话务台产 品为用户提供话务排队、 受理、 转移、 转接、 强拆、 保持、 三方通话和发起 会议电话等功能, 企业能够用话务台产品建立自己特色的话务台, 帮助企业 提升形象。 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.
基于 web (页面)开发的产品, 可以在任何地方进行操作, 而不用安装 任何专门的软件支持, 只要有一台能上网的电脑就可以使用, 客户端零维护, 系统的扩展也非常容易, 只需要服务器端升级维护即可, 所以 web与话务台 产品的结合是大势所趋。 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.
由于话务呼入具有即时产生并且急待处理的特性, 所以要求操作界面具 备良好的易用性, 以帮助话务员提高工作质量。 目前, 现有的话务台产品在 表现话务呼入时, 仅釆用简单的文字列表的形式, 既不明显直观, 又不便于 操作, 而且 web对实时信息的展现也并不擅长, 通常釆用每隔一段时间通过 浏览器刷新页面去获取新数据的方式, 这使得话务员的感受度较差。 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.
发明内容 Summary of the invention
本发明要解决的技术问题是提供一种实现话务台业务的方法及系统, 实 现提高话务台产品的易用性。 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.
为解决上述技术问题, 本发明的一种实现话务台业务的方法, 包括: 客户端接收到页面服务器发送的呼入数据后, 解析呼入数据, 从该呼入 数据中获取呼入参数, 根据呼入参数中的呼入类型, 调整呼叫队列; 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;
客户端为呼叫队列中的呼入对象生成呼叫图标, 在页面上显示所生成的
呼叫图标, 并显示话务操作的按钮。 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.
该方法还包括: The method also includes:
客户端接收到页面服务器发送的呼入数据前, 向页面服务器发起连接请 求; Before receiving the incoming data sent by the page server, the client initiates a connection request to the page server;
页面服务器阻塞客户端发起的连接请求, 与该客户端建立起长连接, 通 过所建立的长连接将呼入数据发送给客户端。 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.
该方法还包括: The method also includes:
客户端接收到页面服务器发送的呼入数据后, 还释放长连接, 并且在页 面上显示所生成的呼叫图标后, 向页面服务器重新发起连接请求, 以与该页 面服务器重新建立起长连接。 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.
根据呼入参数中的呼入类型, 调整呼叫队列的步骤包括: According to the incoming call type in the incoming parameter, the steps of adjusting the call queue include:
在呼入类型为新呼入时, 建立呼入的呼入对象, 将该呼入对象加入到呼 叫队列中; 或 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
在呼入类型表示呼入为已存在呼入时, 建立呼入的呼入对象, 替换呼叫 队列中该呼入对应的原呼入对象; 或 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
在呼入类型为删除呼入时, 删除呼叫队列中的呼入对象。 When the incoming call type is Delete Incoming, the incoming call object in the call queue is deleted.
客户端在显示话务操作的按钮时, 对话务员选中的呼叫图标, 激活对所 选呼叫图标能进行的话务操作的按钮, 屏蔽无法进行的话务操作的按钮。 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.
客户端釆用异步浏览器动态脚本语言和可扩展标记语言(AJAX )的方式 向页面服务器发起连接请求。 The client initiates a connection request to the page server using the asynchronous browser dynamic scripting language and Extensible Markup Language (AJAX).
一种实现话务台业务的系统, 包括客户端, 该客户端包括: 依次连接的 数据处理模块、 队列调整模块、 图标生成模块和显示模块, 其中: 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:
数据处理模块设置为: 在接收到页面服务器发送的呼入数据后, 解析呼 入数据, 从该呼入数据中获取呼入参数, 将该呼入参数发送给队列调整模块; 队列调整模块设置为: 根据所接收到的呼入参数中的呼入类型, 调整呼 叫队列, 将呼叫队列发送给图标生成模块; 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;
图标生成模块设置为: 为呼叫队列中的呼入对象生成呼叫图标, 并将所
生成的呼叫图标发送给显示模块; 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;
显示模块设置为: 在页面上显示呼叫图标, 并显示话务操作的按钮。 页面服务器包含数据发送模块; 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;
数据处理模块还设置为: 向数据发送模块发起连接请求; The data processing module is further configured to: initiate a connection request to the data sending module;
数据发送模块设置为: 阻塞数据处理模块发起的连接请求, 与数据处理 模块建立起长连接, 通过所建立的长连接将呼入数据发送给数据处理模块。 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.
显示模块还设置为: 在页面上显示呼叫图标时, 向数据处理模块发送正 在显示的通知消息; 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;
数据处理模块还设置为: 在接收到页面服务器发送的呼入数据后, 释放 长连接, 并且在接收到显示模块发送的正在显示的通知消息后, 向页面服务 器重新发起连接请求, 以与该页面服务器重新建立起长连接。 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.
队列调整模块设置为: 根据呼入类型调整呼叫队列时, 在呼入类型为新 呼入时, 建立呼入的呼入对象, 将该呼入对象加入到呼叫队列中; 或 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
在呼入类型表示呼入为已存在呼入时, 建立呼入的呼入对象, 替换呼叫 队列中该呼入对应的原呼入对象; 或 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
在呼入类型为删除呼入时, 删除呼叫队列中的呼入对象。 When the incoming call type is Delete Incoming, the incoming call object in the call queue is deleted.
本发明还提供了一种实现话务台业务的客户端, 所述客户端包括: 依次 连接的数据处理模块、 队列调整模块、 图标生成模块和显示模块, 其中: 所述数据处理模块设置为: 在接收到页面服务器发送的呼入数据后, 解 析所述呼入数据, 从该呼入数据中获取呼入参数, 将该呼入参数发送给所述 队列调整模块; 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;
所述队列调整模块设置为: 根据所接收到的呼入参数中的呼入类型, 调 整呼叫队列, 将所述呼叫队列发送给所述图标生成模块; 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;
所述图标生成模块设置为:为所述呼叫队列中的呼入对象生成呼叫图标, 并将所生成的呼叫图标发送给所述显示模块; 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;
所述显示模块设置为: 在页面上显示所述呼叫图标, 并显示话务操作的 按钮。
数据处理模块还设置为: 向数据发送模块发起连接请求; 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;
数据发送模块位于页面服务器中, 阻塞所述数据处理模块发起的连接请 求, 与所述数据处理模块建立起长连接, 通过所建立的长连接将所述呼入数 据发送给所述数据处理模块。 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.
显示模块还设置为: 在页面上显示所述呼叫图标时, 向所述数据处理模 块发送正在显示的通知消息; 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;
所述数据处理模块还设置为: 在接收到页面服务器发送的呼入数据后, 释放所述长连接,并且在接收到所述显示模块发送的正在显示的通知消息后, 向所述页面服务器重新发起连接请求, 以与该页面服务器重新建立起所述长 连接。 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.
队列调整模块是设置为: 根据所述呼入类型调整呼叫队列时, 在所述呼 入类型为新呼入时, 建立所述呼入的呼入对象, 将该呼入对象加入到所述呼 叫队列中; 或 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
在所述呼入类型表示所述呼入为已存在呼入时, 建立所述呼入的呼入对 象, 替换所述呼叫队列中该呼入对应的原呼入对象; 或 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
在所述呼入类型为删除呼入时, 删除所述呼叫队列中的呼入对象。 When the incoming call type is a delete incoming call, the incoming call object in the call queue is deleted.
综上所述, 本发明实现话务的页面展现, 使得话务员能够在页面静止不 动的情况下实时获知的话务呼入, 并且以图标的方式展现呼叫, 操作方便, 美观整齐, 大大减轻了话务员的工作压力, 并且使得主叫用户的等待时间缩 短, 这样的操作方式新颖、 直观且易用, 能大大减少话务员实际操作中的疲 劳感、 紧张感, 而且由于呼入消息的实时传入, 减少了等待时间, 提高了工 作效率, 增加了用户的满意度。 附图概述 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
图 1为本实施方式实现话务台业务的组网方式的示意图; FIG. 1 is a schematic diagram of a networking mode for implementing a console service according to an embodiment of the present invention;
图 2为本实施方式实现话务台业务的方法的流程图; 2 is a flowchart of a method for implementing a console service according to an embodiment of the present invention;
图 3为本实施方式客户端显示呼叫图标的效果示意图;
图 4为本实施方式实现话务台业务的系统的架构图。 本发明的较佳实施方式 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
为了解决 web话务台产品的易用性问题,必须解决话务呼入的数据获取、 展现和操作话务上的问题。 本实施方式中, 使客户端实时反映 web服务器数 据变化, 解决数据的实时性问题。 为使 web话务台界面更加直观易用, 根据 获取的实时数据动态地生成动画图标, 并根据优先级对图标排序, 根据图标 状态将不可用的操作按钮屏蔽, 减轻客户端侧的话务员的工作压力, 这些措 施使话务台易用性大为提高。 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.
下面结合附图对本实施方式进行详细说明。 The present embodiment will be described in detail below with reference to the accompanying drawings.
图 1所示为本实施方式实现话务台业务的组网方式, 网络中包括: 业务 平台、 web服务器和客户端, 业务平台执行业务逻辑, 向 web服务器发送呼 入消息; web服务器将接收到的呼入消息发送给客户端浏览器; 客户端浏览 器产生页面呼叫信息。 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.
图 2为本实施方式实现话务台业务的方法的流程图, 包括: 2 is a flowchart of a method for implementing a console service according to an embodiment of the present disclosure, including:
步骤 201 : 主叫用户拨打话务台引入号, 产生了一个呼入消息, 该呼入 消息到达业务平台后, 业务平台进行初始处理后发送到 web服务器; 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.
初始处理可以是如分配标识(ID )等操作。 The initial processing may be an operation such as an allocation identifier (ID).
步骤 202: 客户端浏览器 (简称客户端) 向 web服务器发起连接请求; 客户端浏览器可通过 AJAX (异步 JavaScript和 XML )方式, 即在不刷 新页面的情况下, 向 web服务器发起连接请求, 以免给话务员造成不好的视 觉效果。 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.
步骤 203: web服务器阻塞客户端浏览器的连接请求,与客户端浏览器建 立起长连接; Step 203: The web server blocks the connection request of the client browser, and establishes a long connection with the client browser.
步骤 204: web服务器接收到业务平台发送的呼入消息后,封装成可扩展 标记语言( Extensible Markup Language, XML )格式的呼入数据 ( xml数据 ) , 通过所建立的长连接将 xml数据发送给客户端浏览器; 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
web服务器与客户端浏览器之间釆用长连接的方式发送 xml数据, 可以
实现主叫用户的呼入到达间隔最短。 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.
步骤 205:客户端浏览器接收到 xml数据后,释放长连接,解析 xml数据, 获取 xml中的呼入参数, 根据呼入类型, 调整呼叫队列; 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.
如果呼入类型为新呼入, 则在内存中建立此次呼入的呼入对象, 将呼入 对象加入到内存中的呼叫队列中; 如果呼入类型表示呼入为已存在呼叫, 则 建立此次呼入的呼入对象, 替换呼叫队列中的原呼入对象; 如果呼入类型为 删除呼入, 则删除呼叫队列中的呼入对象。 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.
步骤 206: 客户端浏览器按照呼入对象的优先级字段, 对内存中的呼叫 队列进行排序; Step 206: The client browser sorts the call queues in the memory according to the priority field of the incoming object.
步骤 207: 客户端浏览器为呼叫队列中的呼入对象, 生成动态呼叫图标, 并根据呼入对象的处理状态,将呼叫图标分成待受理来电和已受理来电两组, 在页面上分别显示在来电等待区和已受理来电区; 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;
在来电等待区和已受理来电区显示呼叫图标时, 可以先清空来电等待区 和已受理来电区中的已有图标, 重新载入新图标。 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.
已受理来电区中的图标为客户端已受理的呼入, 需等待进行如转移、 转 接、 强拆或保持等操作。 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.
来电等待区中使用图形交换格式( Graphics Interchange Format, GIF )动 画显示呼叫图标, 以吸引话务员的注意, 并且, 在呼叫图标上有展示主叫用 户的基本信息, 使话务员一目了然。 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.
客户端浏览器可以使用 javascript (浏览器动态脚本语言) 中的浏览器对 象模型 (Browser Object Model, BOM )和文档对象模型 (Document Object Module , DOM )生成呼叫图标。 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).
步骤 208: 客户端浏览器向 web服务器重新发起连接请求, web服务器 阻塞该请求, 建立起与客户端浏览器的长连接; 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.
客户端浏览器重新发起连接请求是为了及时获取下一个呼入消息, 建立 长连接后, 客户端浏览器等待下一个呼入消息。 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.
步骤 209: 话务员点击来电等待区中的呼叫图标后, 客户端浏览器将呼 叫图标显示为选中状态, 激活对该呼叫图标可进行的话务操作的按钮, 屏蔽
不可进行的话务操作的按钮, 话务员点击按钮后, 进行相应的话务处理。 话务员点击呼叫图标后, 客户端浏览器可以在用户明细区显示主叫用户 的全面信息。 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.
图 3为客户端浏览器的显示效果图, 来电等待区中的名为 "张三" 的呼 叫图标是话务员当前选中可以进行操作的话务, 呼叫图标是 GIF动画, 很形 象地表现新话务, 下方一排按钮是话务操作的按钮, 对选中图标可进行的话 务操作的按钮为激活状态,不可进行的话务操作的按钮为被屏蔽的灰色状态。 当话务员对呼叫图标点击按钮进行话务操作后, 客户端浏览器进行相应话务 处理的过程中, 还对已受理的呼叫图标进行重画, 并显示在已受理来电区中。 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.
图 4为本实施方式实现话务台业务的系统, 包括: 客户端和页面服务器, 客户端包括: 依次连接的数据处理模块、 队列调整模块、 图标生成模块和显 示模块; 页面服务器包括: 数据发送模块; 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
数据处理模块, 用于在接收到页面服务器发送的呼入数据后, 解析呼入 数据, 从该呼入数据中获取呼入参数, 将该呼入参数发送给队列调整模块; 并且釆用异步 JavaScript和可扩展标记语言的方式,向数据发送模块发起连接 请求, 即在不刷新页面的情况下, 向 web服务器发起连接请求, 以免给话务 员造成不好的视觉效果。 还用于在接收到页面服务器发送的呼入数据后, 释 放长连接, 并且在接收到显示模块发送的正在显示的通知消息后, 向页面服 务器重新发起连接请求, 以与该页面服务器重新建立起长连接。 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.
数据发送模块, 用于阻塞数据处理模块发起的连接请求, 与数据处理模 块建立起长连接, 接收到业务平台发送的呼入消息后, 封装成 xml格式的呼 入数据(xml数据) , 通过所建立的长连接将呼入数据发送给数据处理模块。 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.
队列调整模块, 用于根据所接收到的呼入类型, 调整呼叫队列, 并按照 呼入对象的优先级字段, 对内存中的呼叫队列进行排序, 将呼叫队列发送给 图标生成模块。 调整呼叫队列的过程为: 在呼入类型为新呼入时, 建立呼入 的呼入对象, 将该呼入对象加入到呼叫队列中; 在呼入类型表示呼入为已存 在呼入时, 建立呼入的呼入对象, 替换呼叫队列中该呼入对应的原呼入对象; 在呼入类型为删除呼入, 删除呼叫队列中的呼入对象。
图标生成模块, 用于为呼叫队列中的呼入对象生成呼叫图标, 并将所生 成的呼叫图标发送给显示模块。 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.
显示模块, 用于在页面上显示呼叫图标, 并显示话务操作的按钮。 在页 面上显示呼叫图标时, 向数据处理模块发送正在显示的通知消息; 显示话务 操作的按钮时, 对话务员选中的呼叫图标, 激活对所选呼叫图标能进行的话 务操作的按钮, 屏蔽无法进行的话务操作的按钮。 显示呼叫图标时, 根据呼 入对象的处理状态, 将呼叫图标分成待受理来电和已受理来电两组, 在页面 上分别显示在来电等待区和已受理来电区。 来电等待区中使用 GIF动画显示 呼叫图标, 以吸引话务员的注意, 并且, 在呼叫图标上有展示主叫用户的基 本信息, 使话务员一目了然。 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.
本领域普通技术人员可以理解上述方法中的全部或部分步骤可通过程序 来指令相关硬件完成, 程序可以存储于计算机可读存储介质中, 如只读存储 器、 磁盘或光盘等。 可选地, 上述实施例的全部或部分步骤也可以使用一个 或多个集成电路来实现。 相应地, 上述实施例中的各模块可以釆用硬件的形 式实现, 也可以釆用软件功能模块的形式实现。 本发明不限制于任何特定形 式的硬件和软件的结合。 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.
当然, 本发明还可有多种实施方式, 在不背离本发明精神及其实质的情 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, 均应包含 在本发明的保护范围之内。 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.
工业实用性 本发明实现话务的页面展现, 使得话务员能够在页面静止不动的情况下 实时获知的话务呼入, 并且以图标的方式展现呼叫, 操作方便, 美观整齐, 大大减轻了话务员的工作压力, 并且使得主叫用户的等待时间缩短, 这样的 操作方式新颖、 直观且易用, 能大大减少话务员实际操作中的疲劳感、 紧张 感, 而且由于呼入消息的实时传入, 减少了等待时间, 提高了工作效率, 增 加了用户的满意度。
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
1、 一种实现话务台业务的方法, 包括: 1. A method for implementing a console service, including:
客户端接收到页面服务器发送的呼入数据后, 解析所述呼入数据, 从该 呼入数据中获取呼入参数, 根据所述呼入参数中的呼入类型, 调整呼叫队列; 所述客户端为所述呼叫队列中的呼入对象生成呼叫图标, 在页面上显示 所生成的呼叫图标, 并显示话务操作的按钮。 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、 如权利要求 1所述的方法, 该方法还包括: 2. The method of claim 1 further comprising:
所述客户端接收到页面服务器发送的呼入数据前, 向所述页面服务器发 起连接请求; Before receiving the incoming data sent by the page server, the client sends a connection request to the page server;
所述页面服务器阻塞所述客户端发起的连接请求, 与该客户端建立起长 连接, 通过所建立的长连接将所述呼入数据发送给所述客户端。 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.
3、 如权利要求 2所述的方法, 该方法还包括: 3. The method of claim 2, further comprising:
所述客户端接收到页面服务器发送的呼入数据后, 还释放所述长连接, 并且在页面上显示所生成的呼叫图标后, 向所述页面服务器重新发起连接请 求, 以与该页面服务器重新建立起所述长连接。 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.
4、 如权利要求 1~3任意之一所述的方法, 其中, 所述根据所述呼入参数 中的呼入类型, 调整呼叫队列的步骤包括: 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:
在所述呼入类型为新呼入时, 建立所述呼入的呼入对象, 将该呼入对象 加入到所述呼叫队列中; 或 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
在所述呼入类型表示所述呼入为已存在呼入时, 建立所述呼入的呼入对 象, 替换所述呼叫队列中该呼入对应的原呼入对象; 或 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
在所述呼入类型为删除呼入时, 删除所述呼叫队列中的呼入对象。 When the incoming call type is a delete incoming call, the incoming call object in the call queue is deleted.
5、 如权利要求 1~3任意之一所述的方法, 其中, The method according to any one of claims 1 to 3, wherein
所述客户端在显示所述话务操作的按钮时, 对话务员选中的呼叫图标, 激活对所选呼叫图标能进行的话务操作的按钮, 屏蔽无法进行的话务操作的 按钮。 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、 如权利要求 2或 3所述的方法, 其中, 所述客户端釆用异步浏览器动 态脚本语言和可扩展标记语言(AJAX )的方式向所述页面服务器发起所述连 接请求。 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、 一种实现话务台业务的系统, 包括客户端, 该客户端包括: 依次连接 的数据处理模块、 队列调整模块、 图标生成模块和显示模块, 其中: 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:
所述数据处理模块设置为: 在接收到页面服务器发送的呼入数据后, 解 析所述呼入数据, 从该呼入数据中获取呼入参数, 将该呼入参数发送给所述 队列调整模块; 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 ;
所述队列调整模块设置为: 根据所接收到的呼入参数中的呼入类型, 调 整呼叫队列, 将所述呼叫队列发送给所述图标生成模块; 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;
所述图标生成模块设置为:为所述呼叫队列中的呼入对象生成呼叫图标, 并将所生成的呼叫图标发送给所述显示模块; 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;
所述显示模块设置为: 在页面上显示所述呼叫图标, 并显示话务操作的 按钮。 The display module is configured to: display the call icon on a page, and display a button of a traffic operation.
8、如权利要求 7所述的系统,其中,所述页面服务器包含数据发送模块; 所述数据处理模块还设置为: 向所述数据发送模块发起连接请求; 所述数据发送模块设置为: 阻塞所述数据处理模块发起的连接请求, 与 所述数据处理模块建立起长连接, 通过所建立的长连接将所述呼入数据发送 给所述数据处理模块。 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、 如权利要求 8所述的系统, 其中, 9. The system of claim 8 wherein
所述显示模块还设置为: 在页面上显示所述呼叫图标时, 向所述数据处 理模块发送正在显示的通知消息; 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;
所述数据处理模块还设置为: 在接收到页面服务器发送的呼入数据后, 释放所述长连接,并且在接收到所述显示模块发送的正在显示的通知消息后, 向所述页面服务器重新发起连接请求, 以与该页面服务器重新建立起所述长 连接。 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.
10、 如权利要求 7~9任意之一所述的系统, 其中, 10. The system according to any one of claims 7 to 9, wherein
所述队列调整模块是设置为: 根据所述呼入类型调整呼叫队列时, 在所 述呼入类型为新呼入时, 建立所述呼入的呼入对象, 将该呼入对象加入到所 述呼叫队列中; 或 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
在所述呼入类型表示所述呼入为已存在呼入时, 建立所述呼入的呼入对 象, 替换所述呼叫队列中该呼入对应的原呼入对象; 或 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
在所述呼入类型为删除呼入时, 删除所述呼叫队列中的呼入对象。 When the incoming call type is a delete incoming call, the incoming call object in the call queue is deleted.
11、 一种实现话务台业务的客户端, 所述客户端包括: 依次连接的数据 处理模块、 队列调整模块、 图标生成模块和显示模块, 其中: 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:
所述数据处理模块设置为: 在接收到页面服务器发送的呼入数据后, 解 析所述呼入数据, 从该呼入数据中获取呼入参数, 将该呼入参数发送给所述 队列调整模块; 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 ;
所述队列调整模块设置为: 根据所接收到的呼入参数中的呼入类型, 调 整呼叫队列, 将所述呼叫队列发送给所述图标生成模块; 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;
所述图标生成模块设置为:为所述呼叫队列中的呼入对象生成呼叫图标, 并将所生成的呼叫图标发送给所述显示模块; 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;
所述显示模块设置为: 在页面上显示所述呼叫图标, 并显示话务操作的 按钮。 The display module is configured to: display the call icon on a page, and display a button of a traffic operation.
12、 如权利要求 11所述的客户端, 其中, 所述数据处理模块还设置为: 向数据发送模块发起连接请求; The client according to claim 11, wherein the data processing module is further configured to: initiate a connection request to the data sending module;
所述数据发送模块位于页面服务器中, 阻塞所述数据处理模块发起的连 接请求, 与所述数据处理模块建立起长连接, 通过所建立的长连接将所述呼 入数据发送给所述数据处理模块。 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、 如权利要求 12所述的客户端, 其中, 13. The client of claim 12, wherein
所述显示模块还设置为: 在页面上显示所述呼叫图标时, 向所述数据处 理模块发送正在显示的通知消息; 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;
所述数据处理模块还设置为: 在接收到页面服务器发送的呼入数据后, 释放所述长连接,并且在接收到所述显示模块发送的正在显示的通知消息后, 向所述页面服务器重新发起连接请求, 以与该页面服务器重新建立起所述长 连接。 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.
14、 如权利要求 11所述的客户端, 其中, 14. The client of claim 11, wherein
所述队列调整模块是设置为: 根据所述呼入类型调整呼叫队列时, 在所 述呼入类型为新呼入时, 建立所述呼入的呼入对象, 将该呼入对象加入到所 述呼叫队列中; 或 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
在所述呼入类型表示所述呼入为已存在呼入时, 建立所述呼入的呼入对 象, 替换所述呼叫队列中该呼入对应的原呼入对象; 或 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
在所述呼入类型为删除呼入时, 删除所述呼叫队列中的呼入对象。 When the incoming call type is a delete incoming call, the incoming call object in the call queue is deleted.
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