WO2018192367A1 - 与目标客户的通话方法、业务终端、服务器及存储介质 - Google Patents

与目标客户的通话方法、业务终端、服务器及存储介质 Download PDF

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Publication number
WO2018192367A1
WO2018192367A1 PCT/CN2018/081828 CN2018081828W WO2018192367A1 WO 2018192367 A1 WO2018192367 A1 WO 2018192367A1 CN 2018081828 W CN2018081828 W CN 2018081828W WO 2018192367 A1 WO2018192367 A1 WO 2018192367A1
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WO
WIPO (PCT)
Prior art keywords
information
service terminal
target
customer
target customer
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Application number
PCT/CN2018/081828
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English (en)
French (fr)
Inventor
王海平
Original Assignee
平安科技（深圳）有限公司
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Application filed by 平安科技（深圳）有限公司 filed Critical 平安科技（深圳）有限公司
Publication of WO2018192367A1 publication Critical patent/WO2018192367A1/zh

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
    • H04L65/1066—Session management
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/50—Network services
    • H04L67/60—Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/006—Networks other than PSTN/ISDN providing telephone service, e.g. Voice over Internet Protocol (VoIP), including next generation networks with a packet-switched transport layer

Definitions

  • the present application belongs to the field of communications technologies, and in particular, to a method for talking to a target client, a service terminal, a server, and a computer readable storage medium.
  • the customer's basic information and contact information are saved in an excel file format.
  • the marketer obtains the user's basic information and contact information through the excel file, and then makes a phone call or telephone marketing to the target user. Therefore, the customer's telephone notification or telemarketing needs to obtain the user's contact information and related information through the excel file that records the customer's contact information and related information, and the marketer can directly contact the customer's contact information and related information.
  • the excel file is easy to cause the user list to leak, and the marketing staff also needs to manually input the customer's phone, wasting time.
  • the embodiment of the present application provides a calling method, a service terminal, a server, and a computer readable storage medium with a target client, so as to solve the contact information and related information that the marketing personnel can directly contact the recorded customer in the prior art.
  • the excel file is easy to cause the user list to leak.
  • a first aspect of the embodiments of the present application provides a method for a call with a target client, which is applicable to a service terminal, where the method includes:
  • a second aspect of the embodiments of the present application provides a method for calling a target client, which is applicable to a server, and the method includes:
  • a third aspect of the embodiments of the present application provides a service terminal, including a module for implementing the foregoing steps of a method for calling a target client that is applicable to a service terminal.
  • a fourth aspect of the embodiments of the present application provides a server, including a module for implementing the steps of the foregoing method for calling a target client with a server.
  • a fifth aspect of the embodiments of the present application provides a service terminal, including a memory, a processor, and computer readable instructions stored in the memory and executable on the processor, the processor executing the The computer readable instructions implement the steps of the above-described method of calling with a target client for a service terminal.
  • a sixth aspect of the embodiments of the present application provides a server, including a memory, a processor, and computer readable instructions stored in the memory and executable on the processor, the processor executing the computer
  • the steps of the above-described method of calling with the target client for the server are implemented when the instructions are readable.
  • a seventh aspect of the embodiments of the present application provides a computer readable storage medium storing computer readable instructions, the computer readable instructions being implemented by a processor to implement the foregoing for a service terminal The steps of the method of talking with the target customer.
  • An eighth aspect of the embodiments of the present application provides a computer readable storage medium storing computer readable instructions, the computer readable instructions being executed by a processor to implement the above-described application to a server The steps of the method of calling with the target customer.
  • the service terminal does not display the contact information of the client, but obtains the contact information corresponding to the target customer identifier according to the call instruction by the server, and provides the contact information to the contact information.
  • the corresponding client terminal sends a call request from the service terminal to the client terminal, thereby preventing the leakage of the contact information of the customer and facilitating the management of the customer information.
  • FIG. 1 is a flowchart of a method for calling a target client according to Embodiment 1 of the present application
  • FIG. 2 is a flowchart of an implementation of generating a call instruction according to the target customer selection information according to Embodiment 1 of the present application;
  • FIG. 3 is a flowchart of a method for talking to a target client according to Embodiment 2 of the present application;
  • FIG. 4 is a structural block diagram of a service terminal according to Embodiment 3 of the present application.
  • FIG. 5 is a structural block diagram of a server provided in Embodiment 4 of the present application.
  • FIG. 6 is a schematic diagram of information flow between a service terminal, a server, and a client terminal according to an embodiment of the present application.
  • FIG. 1 is a flowchart of a method for implementing a call with a target client according to an embodiment of the present application.
  • a call method with a target client is applied to a service terminal side, as follows:
  • Step S101 Receive target customer selection information, and generate a call instruction according to the target customer selection information, and send the call instruction to the server, where the call instruction includes a service terminal identifier and a target customer identifier, so that the server acquires the location according to the call instruction. And the contact information corresponding to the target customer identifier is sent, and the call request of the service terminal to the client terminal is sent to the client terminal corresponding to the contact information.
  • the receiving the target customer selection information in the step S101, and generating the call instruction according to the target customer selection information and sending the message to the server may include:
  • Step S201 displaying a plurality of pieces of customer basic information, and receiving the target customer selection information.
  • the target customer selection information corresponds to a customer basic information. Multiple customer basic information can be displayed for the staff to select; the staff can select the target customer through the virtual button or the physical button, that is, input the target customer selection information.
  • the customer basic information includes but is not limited to: customer name, gender, job title and the like. It should be noted that the customer basic information does not include relatively private personal information such as customer contact information and address information. That is, the staff can only see the customer's basic information, but can not see the customer's contact information, address information and other relatively private personal information, so as to prevent the customer's contact information from leaking.
  • Step S202 generating the call instruction according to the target customer selection information;
  • the target customer identifier is a customer identifier of the customer basic information corresponding to the target customer selection information.
  • the call instruction is generated according to the target customer identifier in the target customer selection information.
  • the call instruction includes a service terminal identifier and a target client identifier.
  • the call instruction represents an instruction that is sent by the service terminal corresponding to the service terminal identifier to the server, and the target client corresponding to the target customer identifier is in contact with the call.
  • the service terminal is identified as the identification information of the service terminal that receives the target customer selection information
  • the target customer identifier is the identification information of the target customer corresponding to the target customer selection information.
  • the server After receiving the call instruction, the server queries the pre-stored customer list for the contact information of the target customer corresponding to the target customer identifier, and then sends a call request to the client terminal corresponding to the contact information.
  • the call request is a call request of the service terminal corresponding to the service terminal identifier to the client terminal corresponding to the contact information.
  • the client terminal includes, but is not limited to, a terminal such as a fixed telephone, a smart phone, or a car phone.
  • Step S102 Receive voice information of the client terminal forwarded by the server in real time.
  • the target client may choose to accept the call request or reject the call request.
  • the client terminal collects voice information of the target client in real time. The voice information of the target client is forwarded by the server to the service terminal corresponding to the service terminal identifier.
  • the service terminal may be a computer or a smart phone.
  • the service terminal identifier may be a landline telephone identifier
  • the corresponding outgoing call telephone may be a telecommunications communication.
  • each landline phone displays a unified service number to the customer, for example, 95511, and the staff needs to tell the customer the corresponding job number to carry out the next communication.
  • Using a unified service number to contact the target customer helps to increase the customer's trust and makes it easier for the staff to communicate with the customer.
  • the service terminal identifier may be a smart phone identifier
  • the outgoing call phone may be a network phone.
  • VOIP Voice over Internet Protocol
  • IP Internet Protocol
  • the calling method with the target client may further include: playing the voice information, recording the voice information, and uploading to the server for storage.
  • playing the voice information in real time, the staff can communicate with the target customer. Recording the voice information and uploading it to the server for storage allows the worker to find the customer's call record and recording through the service terminal, and process the complaint form.
  • the customer record can be used to obtain corresponding call record information and call record information, and then display call record information and play call record information.
  • the calling method with the target client may further include: receiving call status record information and uploading to the server, so that the server analyzes the call status record information.
  • the staff needs to record the entire call situation, such as a sales record or a complaint handling record, so that the manager can perform statistical analysis.
  • the method for calling the target client may further include: collecting user information, and uploading the user information to the server for storage; the user information includes basic user information and contact information.
  • the user information may be collected by manually inputting the user information, or the user information may be collected by means of information scanning, and the user information may be collected by reading the user information file, which is not limited.
  • the service terminal acquires user information and uploads the user information to a corresponding service system (such as a banking system, a securities system, or an insurance system); the corresponding service system stores the user information in the user attribute database.
  • the user attribute library stores the customer information of the same customer in association to form a customer list.
  • the customer list includes at least one customer information including a customer ID (Identity), basic information, and contact information.
  • the contact information of the customer is not displayed, but the contact information corresponding to the target customer identifier is obtained by the server to contact the target customer, so that the contact information of the customer can be well prevented from being leaked. And easy to manage customer information.
  • FIG. 3 is a flowchart of a method for calling with a target client according to the embodiment of the present application.
  • the details are as follows:
  • Step S301 Receive a call instruction sent by the service terminal.
  • the service terminal may generate a call instruction according to the received target selection information, where the call instruction includes a service terminal identifier and a target client identifier.
  • the call instruction represents an instruction that is sent by the service terminal corresponding to the service terminal identifier to the server, and the target client corresponding to the target customer identifier is in contact with the call.
  • Step S302 Acquire contact information corresponding to the target customer identifier according to the call instruction.
  • the server may query the contact information of the target customer corresponding to the target customer identifier from the pre-stored customer list.
  • the customer list may collect user information through the service terminal, and then the server stores the user information collected by each service terminal in association to form a customer list.
  • the service terminal acquires user information and uploads the user information to a corresponding business system (such as a banking system, a securities system, or an insurance system); the corresponding business system stores the user information in a user attribute library (HDFS). .
  • the user attribute library stores the customer information of the same customer in association to form a customer list.
  • the customer list includes at least one customer information including a customer ID (Identity), basic information, and contact information.
  • Step S303 Send a call request of the service terminal to the client terminal to a client terminal corresponding to the contact information.
  • the call request is a call request of the service terminal corresponding to the service terminal identifier to the client terminal corresponding to the contact information.
  • the client terminal includes, but is not limited to, a terminal such as a fixed telephone, a smart phone, or a car phone.
  • the sending, by the client terminal corresponding to the contact information, the call request of the service terminal to the client terminal may be: sending, by using a unified service number, to a client terminal corresponding to the contact information. a call request from the service terminal to the client terminal.
  • a unified service number For example, to contact the customer with the unified service number 95511, the staff member needs to tell the customer the corresponding job number before proceeding to communicate.
  • Using a unified service number to contact the target customer helps to increase the customer's trust and makes it easier for the staff to communicate with the customer.
  • the method for calling the target client may further include: receiving voice information sent by the client terminal, and sending the voice information to the service terminal, and receiving the recorded information of the voice information sent by the service terminal. .
  • the target client may choose to accept the call request or reject the call request.
  • the client terminal collects the voice information of the target client in real time and sends the voice information to the server. And forwarding, by the server, the service terminal corresponding to the service terminal identifier.
  • the service terminal plays the voice information in real time and communicates with the target customer. Recording the voice information and uploading it to the server for storage allows the worker to find the customer's call record and recording through the service terminal, and process the complaint form.
  • the customer record can be used to obtain corresponding call record information and call record information, and then display call record information and play call record information.
  • the method for calling the target client may further include: receiving call record information sent by each service terminal, and analyzing call record information sent by each service terminal, and analyzing according to the analysis As a result, the basic customer information corresponding to each of the service terminals is adjusted.
  • the staff needs to record the entire call situation, for example, a sales status record or a complaint processing status record, and then upload the call status record information to the server.
  • the server analyzes the call situation record information sent by each of the service terminals, and adjusts the basic customer information corresponding to each service terminal according to the analysis result, thereby improving the effect of communicating with the customer.
  • the calling method with the target client may further include: acquiring user information collected by each of the service terminals, and associating and storing each piece of the user information.
  • the user information includes basic user information and contact information.
  • the service terminal may collect user information by manually inputting user information, or collect user information by means of information scanning, and collect user information by reading and recording user information files. After receiving the user information collected by each service terminal, the pieces of the user information are stored in association.
  • the service terminal acquires user information and uploads the user information to a corresponding business system (such as a banking system, a securities system, or an insurance system); the corresponding business system stores the user information in a user attribute library.
  • the user attribute library stores the customer information of the same customer in association to form a customer list.
  • the customer list includes at least one customer information including a customer ID, basic information, and contact information.
  • the service terminal does not display the contact information of the customer, but obtains the contact information corresponding to the target customer identifier through the server, and contacts the target customer, thereby preventing the leakage of the contact information of the customer. And easy to manage customer information.
  • FIG. 4 is a structural block diagram of the service terminal 100 provided by the embodiment of the present application. For the convenience of explanation, only the parts related to the present embodiment are shown.
  • the service terminal 100 includes a first input/output module 101, a call instruction generation module 102, and a first input/output module 103.
  • the first input/output module 101 is configured to receive target customer selection information.
  • the call instruction generating module 102 is configured to generate a call command according to the target client selection information and send the call command to the server 200, where the call command includes a service terminal identifier and a target client identifier, so that the server 200 acquires the location according to the call instruction.
  • the contact information corresponding to the target customer identifier is described, and the call request of the service terminal 100 to the client terminal 200 is sent to the client terminal 300 corresponding to the contact information.
  • the first input/output module 103 is configured to send the call instruction to the server 200, and receive voice information collected by the client terminal 300 forwarded by the server 200 in real time.
  • the service terminal 100 may further include a voice play module 104 and a sound recording module 105.
  • the voice playing module 104 is configured to play the voice information received by the first input/output module 103.
  • the recording module 105 is configured to record the voice information played by the voice playing module 104, and upload it to the server 200 for storage by the first input/output module 103.
  • the service terminal 100 may further include an information collection module 106.
  • the information collection module 106 is configured to collect user information, and upload the user information to the server 200 through the first input/output module 103.
  • the user information includes user basic information and contact information.
  • the call instruction generating module 102 is specifically configured to:
  • the target customer identifier is a customer identifier of the customer basic information corresponding to the target customer selection information.
  • the service terminal 100 may include: one or more first input devices, one or more first output devices, one or more first processors, and a first memory.
  • the first processor, the first input device, the first output device, and the first memory are connected by a first bus.
  • the first input device is configured to receive target customer selection information.
  • the first processor is configured to send a call instruction to the server according to the target customer selection information, where the call instruction includes a service terminal identifier and a target client identifier, so that the server acquires the The target customer identifies the corresponding contact information, and sends a call request of the service terminal to the client terminal to the client terminal corresponding to the contact information.
  • the first output device is configured to send the call instruction to the server.
  • the first input device is further configured to receive voice information collected by the client terminal that is forwarded by the server in real time.
  • the first processor is further configured to play the voice information, record the voice information, and upload to the server storage by using the first output device.
  • the first processor is further configured to collect user information by using the first input device, and upload the user information to the server by using the first output device; the user information includes user basic information and Contact information.
  • the first memory is configured to store a software program, a module, and the network interaction data, and the first processor executes various function applications and data processing by running a software program and a unit stored in the first memory To realize the information interaction function of the terminal.
  • FIG. 5 is a structural block diagram of the server 200 provided by the embodiment of the present application. For the convenience of explanation, only the parts related to the present embodiment are shown.
  • the server 200 includes a second input/output module 201, an acquisition module 202, and a call request module 203.
  • the second input/output module 201 is configured to receive a call instruction sent by the service terminal 100, where the call instruction includes a service terminal identifier and a target client identifier.
  • the obtaining module 202 is configured to acquire contact information corresponding to the target customer identifier according to the call instruction.
  • the call requesting module 203 is configured to generate a call request of the service terminal 100 to the client terminal 300, and send the call request to the client terminal 300 corresponding to the contact information by using the second input/output module 201.
  • the second input/output module 201 is further configured to receive the voice information sent by the client terminal 300, send the voice information to the service terminal 100, and receive the voice information sent by the service terminal 100. Recording information.
  • the second input/output module 201 is further configured to receive call record information sent by each of the service terminals 100.
  • the server 200 also includes an analysis module 204.
  • the analyzing module 204 is configured to analyze the call situation record information sent by each of the service terminals 100 received by the second input/output module 201, and adjust the basic customer corresponding to each of the service terminals 100 according to the analysis result. information.
  • the second input/output module 201 is further configured to obtain user information collected by each of the service terminals 100; the user information includes user basic information and contact information.
  • the server 200 also includes a storage module 205.
  • the storage module 205 is configured to store the pieces of the user information in association.
  • the call requesting module 203 is specifically configured to: send, by using the unified service number, a call request of the service terminal to the client terminal to a client terminal corresponding to the contact information.
  • the server 200 may include one or more second input devices, one or more second output devices, one or more second processors, and a second memory.
  • the second processor, the second input device, the second output device, and the second memory are connected by a second bus.
  • the second input device is configured to receive a call instruction sent by the service terminal, where the call instruction includes a service terminal identifier and a target client identifier.
  • the second processor is configured to acquire contact information corresponding to the target client identifier according to the call instruction, generate a call request of the service terminal to the client terminal, and send the call request to the client terminal by using the second output device The client terminal corresponding to the contact information.
  • the second processor is further configured to receive the voice information sent by the client terminal by using the second input device, and send the message to the service terminal by using the second output device, and pass the second input
  • the device receives the recorded information of the voice information sent by the service terminal.
  • the second processor is further configured to receive the call situation record information sent by each of the service terminals by using the second input device, and send the call status information to each of the service terminals received by the second input/output module.
  • the call situation record information is analyzed, and the customer basic information corresponding to each of the service terminals is adjusted by the second output device according to the analysis result.
  • the second processor is further configured to receive user information collected by each service terminal by using the second input device, where the user information includes user basic information and contact information, and sends the information to the second memory.
  • the user information is stored in association.
  • the second memory is configured to store a software program, a module, and the network interaction data
  • the first processor executes various function applications and data processing by running a software program and a unit stored in the first memory To realize the information interaction function of the terminal.
  • FIG. 6 is a schematic diagram of information flow between a service terminal, a server, and a client terminal according to an embodiment of the present application, which is as follows:
  • the service terminal receives the target customer selection information, and generates a call instruction according to the target customer selection information, and sends a server.
  • the call instruction includes a service terminal identifier and a target customer identifier.
  • the server acquires contact information corresponding to the target customer identifier according to the call instruction, generates a call request from the service terminal to the client terminal, and sends the call request to the client terminal.
  • the client terminal responds to the call request, and accepts the call request or rejects the call request according to the client's selection; after accepting the call request, the client voice information is collected and sent to the server.
  • the server forwards the voice information to the corresponding service terminal in real time.
  • the service terminal plays the voice information in real time, and records the voice information, and receives the call situation record information, and sends the call status information to the server.
  • the server stores the recorded information of the voice information and the call status record information, and analyzes the call status record information, and adjusts the basic customer information corresponding to each service terminal according to the analysis result.
  • the service terminal also collects customer information and sends it to the server for storage.
  • the functional units in the various embodiments of the present application may be integrated into one processing unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.
  • the above integrated unit can be implemented in the form of hardware or in the form of a software functional unit.
  • the integrated unit if implemented in the form of a software functional unit and sold or used as a standalone product, may be stored in a computer readable storage medium.
  • the medium includes a plurality of instructions for causing a computer device (which may be a personal computer, a server, or a network device, etc.) or a processor to perform all or part of the steps of the methods described in the various embodiments of the embodiments of the present application.
  • the foregoing storage medium includes: a U disk, a mobile hard disk, a read-only memory (ROM), and a random access memory (RAM, Random Access).
  • ROM read-only memory
  • RAM random access memory

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Abstract

本申请适用于通信技术领域，提供了一种与目标客户的通话方法、业务终端、服务器及计算机可读存储介质。所述通话方法包括：接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；接收通过所述服务器实时转发的所述客户终端采集的语音信息。所述通话方法能够很好的防止客户的联系信息外泄，且便于客户信息管理。

Description

与目标客户的通话方法、业务终端、服务器及存储介质
本申请要求于2017年4月18日提交中国专利局、申请号为CN 201710252306.X、发明名称为“与目标客户的通话方法、业务终端和服务器”的中国专利申请的优先权，其全部内容通过引用结合在本申请中。
技术领域
本申请属于通信技术领域，尤其涉及一种与目标客户的通话方法、业务终端、服务器及计算机可读存储介质。
 背景技术
目前客户的基本信息和联系信息都是采用excel文件等格式保存，营销人员通过excel文件获取用户的基本信息和联系信息，然后对目标用户进行电话通知或电话营销。因此，对客户的电话通知或电话营销时需要通过记录有客户的联系方式和相关信息的excel文件获取用户的联系方式和相关信息，而营销人员能够直接接触记录有客户的联系方式和相关信息的excel文件，这样容易造成用户清单外泄，另外营销人员也要手工输入客户电话，浪费时间。
 技术问题
有鉴于此，本申请实施例提供了一种与目标客户的通话方法、业务终端、服务器及计算机可读存储介质，以解决现有技术中营销人员能够直接接触记录有客户的联系方式和相关信息的excel文件而容易造成用户清单外泄的问题。
 技术解决方案
本申请实施例的第一方面，提供了一种与目标客户的通话方法，适用于业务终端，所述方法包括：
接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；
接收通过所述服务器实时转发的所述客户终端采集的语音信息。
本申请实施例的第二方面，提供了一种与目标客户的通话方法，适用于服务器，所述方法包括：
接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识；
根据所述通话指令获取与所述目标客户标识对应的联系信息；
向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
本申请实施例的第三方面，提供了一种业务终端，包括用于实现上述适用于业务终端的与目标客户的通话方法的步骤的模块。
本申请实施例的第四方面，提供了一种服务器，包括用于实现上述适用于服务器的与目标客户的通话方法的步骤的模块。
本申请实施例的第五方面，提供了一种业务终端，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现上述适用于业务终端的与目标客户的通话方法的步骤。
本申请实施例的第六方面，提供了一种服务器，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现上述适用于服务器的与目标客户的通话方法的步骤。
本申请实施例的第七方面，提供了一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，所述计算机可读指令被处理器执行时实现上述适用于业务终端的与目标客户的通话方法的步骤。
本申请实施例的第八方面，提供了一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，所述计算机可读指令被处理器执行时实现上述适用于服务器的与目标客户的通话方法的步骤。
 有益效果
本申请实施例相对于现有技术所具有的有益效果：本申请实施例，业务终端不显示客户的联系信息，而是通过服务器根据通话指令获取与目标客户标识对应的联系信息，并向联系信息对应的客户终端发送业务终端到客户终端的通话请求，从而能够很好的防止客户的联系信息外泄，且便于客户信息管理。
 附图说明
图1是本申请实施例一提供的与目标客户的通话方法的流程图；
图2是本申请实施例一提供的根据所述目标客户选择信息生成通话指令的实现流程图；
图3是本申请实施例二提供的与目标客户的通话方法的流程图；
图4是本申请实施例三提供的业务终端的结构框图；
图5是本申请实施例四提供的服务器的结构框图；
图6是本申请实施例提供的业务终端、服务器和客户终端之间的信息流示意图。
 本发明的实施方式
实施例一
图1示出了本申请实施例提供的与目标客户的通话方法的实现流程，本实施例中与目标客户的通话方法适用于业务终端一侧，详述如下：
步骤S101，接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
参见图2，步骤S101中所述接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器可以包括：
步骤S201，显示多条客户基本信息，并接收所述目标客户选择信息。
其中，所述目标客户选择信息对应一条客户基本信息。可以将多条客户基本信息进行显示，以供工作人员进行选择；工作人员可以通过虚拟按钮或实体按钮，选定目标客户，即输入目标客户选择信息。本实施例中，客户基本信息包括但不限于：客户姓名、性别、工作职位等信息。需要说明的是，客户基本信息不包括客户的联系信息、住址信息等较为私密的个人信息。即，工作人员只能看到客户基本信息，而不能看到客户的联系信息、住址信息等较为私密的个人信息，从而能够很好的防止客户的联系信息外泄。
步骤S202，根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
具体的，接收到工作人员输入的目标客户选择信息后，根据目标客户选择信息中的目标客户标识，生成通话指令。其中，所述通话指令包括业务终端标识和目标客户标识。所述通话指令表征由业务终端标识对应的业务终端发出给服务器的、需要与目标客户标识对应的目标客户进行通话联系的指令。业务终端标识为接收到所述目标客户选择信息的业务终端的标识信息，目标客户标识为目标客户选择信息对应的目标客户的标识信息。
服务器接收到所述通话指令后，从预先存储的客户清单中查询出于所述目标客户标识对应的目标客户的联系信息，然后向所述联系信息对应的客户终端发送通话请求。此处，所述通话请求所述为业务终端标识对应的业务终端到所述联系信息对应的客户终端的通话请求。所述客户终端包括但不限于固定电话、智能手机、车载电话等终端。
步骤S102，接收通过所述服务器实时转发的所述客户终端的语音信息。
可以理解的，所述联系信息对应的客户终端响应所述通话请求以后，目标客户可以选择接受所述通话请求或拒绝所述通话请求。在目标客户接受所述通话请求后，所述客户终端实时采集目标客户的语音信息。所述目标客户的语音信息通过所述服务器转发给所述业务终端标识对应的业务终端。
本实施例中，所述业务终端可以为电脑或智能电话。在所述业务终端为电脑时，所述业务终端标识可以为座机电话标识，对应呼出电话可以为电信通信。其中，各个座机电话对客户都显示统一服务号码，例如95511，工作人员需要告诉客户对应的工号才进行下一步沟通。使用统一服务号码与目标客户联系，有利于增加客户的信任感，使得工作人员便于与客户沟通。
在所述业务终端为智能电话时，所述业务终端标识可以为智能电话标识，呼出电话可以为网络电话。VOIP（Voice over Internet Protocol，网络电话）将模拟的声音讯号引经过压缩与封包之后，以数据封包的形式在IP（Internet Protocol，网络之间互连的协议）网络进行语音讯号的传输，通俗来说也就是互联网电话或IP电话，可以通过互联网免费或是资费很低地传送语音、传真、视频和数据等业务。
可选的，所述与目标客户的通话方法还可以包括：播放所述语音信息，对所述语音信息进行录音并上传至所述服务器存储。通过实时播放所述语音信息，使得工作人员能够与目标客户进行沟通。对所述语音信息进行录音并上传至服务器存储，可以使得工作人员通过业务终端查找客户的通话记录及录音，以及处理投诉单。具体的，可以通过客户标识，获取相应的通话记录信息和通话录音信息，然后显示通话记录信息和播放通话录音信息。
可选的，所述与目标客户的通话方法还可以包括：接收通话情况记录信息并上传至所述服务器，以使得所述服务器对所述通话情况记录信息进行分析。具体的，工作人员在与目标客户通话结果后，需要对整个通话情况进行记录，例如进行销售情况记录或投诉处理情况记录，以便管理人员进行统计分析。
可选的，所述与目标客户的通话方法还可以包括：采集用户信息，并将所述用户信息上传给所述服务器存储；所述用户信息包括用户基本信息和联系信息。具体的，可以通过人为手动输入用户信息的方式采集用户信息，也可以通过信息扫描的方式采集用户信息，还可以通过读取记录有用户信息文件的方式采集用户信息，对此不做限定。
本实施例中，业务终端获取用户信息，并将用户信息上传到相应的业务系统（如银行系统、证券系统或保险系统）；相应的业务系统将用户信息存储在用户属性库中。用户属性库将同一客户的客户信息关联存储，形成客户清单。客户清单包括至少一个客户信息，所述客户信息包括客户ID（Identity，身份识别号码）、基本信息和联系信息。
上述与目标客户的通话方法，客户的联系信息不予显示，而是通过服务器获取与所述目标客户标识对应的联系信息与目标客户联系的，从而能够很好的防止客户的联系信息外泄，且便于客户信息管理。
实施例二
对应于上文实施例一所述的与目标客户的通话方法，图3示出了本申请实施例提供的与目标客户的通话方法的流程图，本实施例中与目标客户的通话方法适用于服务器一侧，详述如下：
步骤S301，接收业务终端发送来的通话指令。
具体的，业务终端可以根据接收到的目标选择信息生成通话指令，所述通话指令包括业务终端标识和目标客户标识。所述通话指令表征由业务终端标识对应的业务终端发出给服务器的、需要与目标客户标识对应的目标客户进行通话联系的指令。通话指令的具体信息可以参考实施例一中的相关内容，在此不再赘述。
步骤S302，根据所述通话指令获取与所述目标客户标识对应的联系信息。
具体的，服务器接收到所述通话指令后，可以从预先存储的客户清单中查询出于所述目标客户标识对应的目标客户的联系信息。所述客户清单可以通过业务终端采集用户信息，然后由服务器对各个业务终端采集的用户信息进行关联存储，形成客户清单。
一个具体实施例中，业务终端获取用户信息，并将用户信息上传到相应的业务系统（如银行系统、证券系统或保险系统）；相应的业务系统将用户信息存储在用户属性库中（HDFS）。用户属性库将同一客户的客户信息关联存储，形成客户清单。客户清单包括至少一个客户信息，所述客户信息包括客户ID（Identity，身份识别号码）、基本信息和联系信息。
步骤S303，向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
其中，所述通话请求所述为业务终端标识对应的业务终端到所述联系信息对应的客户终端的通话请求。所述客户终端包括但不限于固定电话、智能手机、车载电话等终端。
可选的，步骤S303中所述向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求具体可以为：以统一服务号码，向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。例如，以统一服务号码95511与客户进行联系，工作人员需要告诉客户对应的工号才进行下一步沟通。使用统一服务号码与目标客户联系，有利于增加客户的信任感，使得工作人员便于与客户沟通。
可选的，所述与目标客户的通话方法还可以包括：接收所述客户终端发送来的语音信息，并发送给所述业务终端，以及接收所述业务终端发送的所述语音信息的录音信息。
可以理解的，所述联系信息对应的客户终端响应所述通话请求以后，目标客户可以选择接受所述通话请求或拒绝所述通话请求。在目标客户接受所述通话请求后，所述客户终端实时采集目标客户的语音信息发送给服务器。并通过所述服务器转发给所述业务终端标识对应的业务终端。业务终端实时播放所述语音信息，与目标客户进行沟通。对所述语音信息进行录音并上传至服务器存储，可以使得工作人员通过业务终端查找客户的通话记录及录音，以及处理投诉单。具体的，可以通过客户标识，获取相应的通话记录信息和通话录音信息，然后显示通话记录信息和播放通话录音信息。
可选的，所述与目标客户的通话方法还可以包括：接收各个所述业务终端发送来的通话情况记录信息，并对各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息。
具体的，工作人员在与目标客户通话结果后，需要对整个通话情况进行记录，例如进行销售情况记录或投诉处理情况记录，然后将通话情况记录信息上传给服务器。服务器对各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息，提高与客户沟通联系的效果。
可选的，所述与目标客户的通话方法还可以包括：获取各个所述业务终端采集的用户信息，并将各条所述用户信息关联存储。
其中，所述用户信息包括用户基本信息和联系信息。具体的，业务终端可以通过人为手动输入用户信息的方式采集用户信息，也可以通过信息扫描的方式采集用户信息，还可以通过读取记录有用户信息文件的方式采集用户信息。接收到各个业务终端采集的用户信息后，将各条所述用户信息关联存储。
例如，业务终端获取用户信息，并将用户信息上传到相应的业务系统（如银行系统、证券系统或保险系统）；相应的业务系统将用户信息存储在用户属性库中。用户属性库将同一客户的客户信息关联存储，形成客户清单。客户清单包括至少一个客户信息，所述客户信息包括客户ID、基本信息和联系信息。
上述与目标客户的通话方法，业务终端不显示客户的联系信息，而是通过服务器获取与所述目标客户标识对应的联系信息与目标客户联系的，从而能够很好的防止客户的联系信息外泄，且便于客户信息管理。
实施例三
对应于上文实施例一所述的与目标客户的通话方法，图4示出了本申请实施例提供的业务终端100的结构框图。为了便于说明，仅示出了与本实施例相关的部分。
参照图4，该业务终端100包括第一输入/输出模块101、通话指令生成模块102和第一输入/输出模块103。
具体的，第一输入/输出模块101，用于接收目标客户选择信息。
通话指令生成模块102，用于根据所述目标客户选择信息生成通话指令发送给服务器200，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器200根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端300发送所述业务终端100到所述客户终端200的通话请求。
第一输入/输出模块103，用于将所述通话指令发送给所述服务器200，以及接收通过所述服务器200实时转发的所述客户终端300采集的语音信息。
可选的，该业务终端100还可以包括语音播放模块104和录音模块105。语音播放模块104，用于播放所述第一输入/输出模块103接收到的所述语音信息。录音模块105，用于对所述语音播放模块104播放的所述语音信息进行录音，并通过所述第一输入/输出模块103上传至所述服务器200存储。
可选的，该业务终端100还可以包括信息采集模块106。信息采集模块106，用于采集用户信息，并通过所述第一输入/输出模块103将所述用户信息上传给所述服务器200存储；所述用户信息包括用户基本信息和联系信息。
可选的，通话指令生成模块102具体用于：
显示多条客户基本信息，并接收所述目标客户选择信息；所述目标客户选择信息对应一条客户基本信息；
根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
作为一种可实施方式，业务终端100可以包括：一个或多个第一输入设备，一个或多个第一输出设备，一个或多个第一处理器和第一存储器。第一处理器、第一输入设备、第一输出设备和第一存储器通过第一总线连接。
所述第一输入设备，用于接收目标客户选择信息。
所述第一处理器，用于根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
所述第一输出设备，用于所述通话指令发送给所述服务器。
所述第一输入设备，还用于接收通过所述服务器实时转发的所述客户终端采集的语音信息。
所处第一处理器，还用于播放所述语音信息，对所述语音信息进行录音，并通过所述第一输出设备上传至所述服务器存储。
所述第一处理器，还用于通过所述第一输入设备采集用户信息，并通过所述第一输出设备将所述用户信息上传给所述服务器存储；所述用户信息包括用户基本信息和联系信息。
所述第一存储器，用于存储软件程序、模块和所述网络交互数据，所述第一处理器通过运行存储在所述第一存储器的软件程序以及单元，从而执行各种功能应用以及数据处理，实现终端的信息交互功能。
实施例四
对应于上文实施例二所述的与目标客户的通话方法，图5示出了本申请实施例提供的服务器200的结构框图。为了便于说明，仅示出了与本实施例相关的部分。
参照图5，该服务器200包括第二输入/输出模块201、获取模块202和通话请求模块203。
具体的，第二输入/输出模块201，用于接收业务终端100发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识。
获取模块202，用于根据所述通话指令获取与所述目标客户标识对应的联系信息。
通话请求模块203，用于生成所述业务终端100到所述客户终端300的通话请求，并通过第二输入/输出模块201发送给所述联系信息对应的客户终端300。
可选的，第二输入/输出模块201，还用于接收所述客户终端300发送来的语音信息，并发送给所述业务终端100，以及接收所述业务终端100发送的所述语音信息的录音信息。
可选的，所述第二输入/输出模块201，还用于接收各个所述业务终端100发送来的通话情况记录信息。所述服务器200还包括分析模块204。分析模块204，用于对所述第二输入/输出模块201接收到的各个所述业务终端100发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端100对应的客户基本信息。
可选的，第二输入/输出模块201，还用于获取各个所述业务终端100采集的用户信息；所述用户信息包括用户基本信息和联系信息。所述服务器200还包括存储模块205。存储模块205，用于将各条所述用户信息关联存储。
可选的，通话请求模块203具体用于：以统一服务号码，向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
作为一种可实施方式，服务器200可以包括：一个或多个第二输入设备，一个或多个第二输出设备，一个或多个第二处理器和第二存储器。第二处理器、第二输入设备、第二输出设备和第二存储器通过第二总线连接。
所述第二输入设备，用于接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识。
所述第二处理器，用于根据所述通话指令获取与所述目标客户标识对应的联系信息，生成所述业务终端到所述客户终端的通话请求，并通过所述第二输出设备发送给所述联系信息对应的客户终端。
所述第二处理器，还用于通过所述第二输入设备接收所述客户终端发送来的语音信息，并通过所述第二输出设备发送给所述业务终端，以及通过所述第二输入设备接收所述业务终端发送的所述语音信息的录音信息。
所述第二处理器，还用于通过所述第二输入设备接收各个所述业务终端发送来的通话情况记录信息，对所述第二输入/输出模块接收到的各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果通过所述第二输出设备调整各个所述业务终端对应的客户基本信息。
所述第二处理器，还用于通过所述第二输入设备接收各个所述业务终端采集的用户信息；所述用户信息包括用户基本信息和联系信息，并发送给第二存储器将各条所述用户信息关联存储。
所述第二存储器，用于存储软件程序、模块和所述网络交互数据，所述第一处理器通过运行存储在所述第一存储器的软件程序以及单元，从而执行各种功能应用以及数据处理，实现终端的信息交互功能。
实施例五
图6示出了本申请实施例提供的业务终端、服务器和客户终端之间的信息流示意图，详述如下：
首先，业务终端接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令，发送个服务器。通话指令包括业务终端标识和目标客户标识。
其次，服务器根据所述通话指令获取与目标客户标识对应的联系信息，生成业务终端到客户终端的通话请求，发送给客户终端。
然后，客户终端响应所述通话请求，并根据客户的选择接受所述通话请求或拒绝所述通话请求；接受所述通话请求后，采集客户语音信息，发送给服务器。
接着，服务器将所述语音信息实时转送给对应的业务终端。
然后，业务终端实时播放所述语音信息，并对所述语音信息进行录音，以及接收通话情况记录信息，并发送给服务器。
最后，服务器存储语音信息的录音信息和通话情况记录信息，并对通话情况记录信息进行分析，根据分析结果调整各个业务终端对应的客户基本信息。
另外，业务终端还采集客户信息发送给服务器存储。
在本申请各个实施例中的各功能单元可以集成在一个处理单元中，也可以是各个单元单独物理存在，也可以两个或两个以上单元集成在一个单元中。上述集成的单元既可以采用硬件的形式实现，也可以采用软件功能单元的形式实现。
所述集成的单元如果以软件功能单元的形式实现并作为独立的产品销售或使用时，可以存储在一个计算机可读存储介质中。基于这样的理解，本申请实施例的技术方案本质上或者说对现有技术做出贡献的部分或者该技术方案的全部或部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质中，包括若干指令用以使得一台计算机设备（可以是个人计算机，服务器，或者网络设备等）或处理器（processor）执行本申请实施例各个实施例所述方法的全部或部分步骤。而前述的存储介质包括：U盘、移动硬盘、只读存储器（ROM，Read-Only Memory）、随机存取存储器（RAM，Random Access Memory）、磁碟或者光盘等各种可以存储程序代码的介质。
以上所述实施例仅用以说明本申请的技术方案，而非对其限制；尽管参照前述实施例对本申请进行了详细的说明，本领域的普通技术人员应当理解：其依然可以对前述各实施例所记载的技术方案进行修改，或者对其中部分技术特征进行等同替换；而这些修改或者替换，并不使相应技术方案的本质脱离本申请各实施例技术方案的精神和范围，均应包含在本申请的保护范围之内。

Claims (20)

  1. 一种与目标客户的通话方法，其特征在于，适用于业务终端，所述方法包括：
    接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；
    接收通过所述服务器实时转发的所述客户终端采集的语音信息。
  2. 根据权利要求1所述的与目标客户的通话方法，其特征在于，所述接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令包括：
    显示多条客户基本信息，并接收所述目标客户选择信息；所述目标客户选择信息对应一条客户基本信息；
    根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
  3. 一种与目标客户的通话方法，其特征在于，适用于服务器，所述方法包括：
    接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识；
    根据所述通话指令获取与所述目标客户标识对应的联系信息；
    向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
  4. 根据权利要求3所述的与目标客户的通话方法，其特征在于，还包括：
    接收各个所述业务终端发送来的通话情况记录信息，并对各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息。
  5. 根据权利要求3所述的与目标客户的通话方法，其特征在于，还包括：
    获取各个所述业务终端采集的用户信息，并将各条所述用户信息关联存储；所述用户信息包括用户基本信息和联系信息。
  6. 一种业务终端，其特征在于，包括：
    第一输入/输出模块，用于接收目标客户选择信息；
    通话指令生成模块，用于根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；
    所述第一输入/输出模块，还用于将所述通话指令发送给所述服务器，以及接收通过所述服务器实时转发的所述客户终端采集的语音信息。
  7. 根据权利要求6所述的业务终端，其特征在于，所述通话指令生成模块具体用于：
    显示多条客户基本信息，并接收所述目标客户选择信息；所述目标客户选择信息对应一条客户基本信息；
    根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
  8. 一种服务器，其特征在于，包括：
    第二输入/输出模块，用于接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识；
    获取模块，用于根据所述通话指令获取与所述目标客户标识对应的联系信息；
    通话请求模块，用于生成所述业务终端到所述客户终端的通话请求，并通过所述第二输入/输出模块发送给所述联系信息对应的客户终端。
  9. 根据权利要求8所述的服务器，其特征在于，所述第二输入/输出模块，还用于接收各个所述业务终端发送来的通话情况记录信息；
    所述服务器还包括：
    分析模块，用于对所述第二输入/输出模块接收到的各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息。
  10. 根据权利要求8所述的服务器，其特征在于，所述第二输入/输出模块，还用于获取各个所述业务终端采集的用户信息；所述用户信息包括用户基本信息和联系信息；
    所述服务器还包括：存储模块，用于将各条所述用户信息关联存储。
  11. 一种业务终端，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，其特征在于，所述处理器执行所述计算机可读指令时实现如下步骤：
    接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；
    接收通过所述服务器实时转发的所述客户终端采集的语音信息。
  12. 根据权利要求11所述的业务终端，其特征在于，所述接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令包括：
    显示多条客户基本信息，并接收所述目标客户选择信息；所述目标客户选择信息对应一条客户基本信息；
    根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
  13. 一种服务器，包括存储器、处理器以及存储在所述存储器中并可在所述处理器上运行的计算机可读指令，其特征在于，所述处理器执行所述计算机可读指令时实现如下步骤：
    接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识；
    根据所述通话指令获取与所述目标客户标识对应的联系信息；
    向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
  14. 根据权利要求13所述的服务器，其特征在于，还包括：
    接收各个所述业务终端发送来的通话情况记录信息，并对各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息。
  15. 根据权利要求13所述的服务器，其特征在于，还包括：
    获取各个所述业务终端采集的用户信息，并将各条所述用户信息关联存储；所述用户信息包括用户基本信息和联系信息。
  16. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，其特征在于，所述计算机可读指令被处理器执行时实现如下步骤：
    接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令发送给服务器，所述通话指令包括业务终端标识和目标客户标识，以使得所述服务器根据所述通话指令获取与所述目标客户标识对应的联系信息，并向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求；
    接收通过所述服务器实时转发的所述客户终端采集的语音信息。
  17. 根据权利要求16所述的计算机可读存储介质，其特征在于，所述接收目标客户选择信息，并根据所述目标客户选择信息生成通话指令包括：
    显示多条客户基本信息，并接收所述目标客户选择信息；所述目标客户选择信息对应一条客户基本信息；
    根据所述目标客户选择信息生成所述通话指令；所述目标客户标识为所述目标客户选择信息对应的客户基本信息的客户标识。
  18. 一种计算机可读存储介质，所述计算机可读存储介质存储有计算机可读指令，其特征在于，所述计算机可读指令被处理器执行时实现如下步骤：
    接收业务终端发送来的通话指令，所述通话指令包括业务终端标识和目标客户标识；
    根据所述通话指令获取与所述目标客户标识对应的联系信息；
    向所述联系信息对应的客户终端发送所述业务终端到所述客户终端的通话请求。
  19. 根据权利要求18所述的计算机可读存储介质，其特征在于，还包括：
    接收各个所述业务终端发送来的通话情况记录信息，并对各个所述业务终端发送来的通话情况记录信息进行分析，以及根据分析结果调整各个所述业务终端对应的客户基本信息。
  20. 根据权利要求18所述的计算机可读存储介质，其特征在于，还包括：
    获取各个所述业务终端采集的用户信息，并将各条所述用户信息关联存储；所述用户信息包括用户基本信息和联系信息。
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CN101110865A (zh) * 2006-07-19 2008-01-23 中兴通讯股份有限公司 一种实现多通道语音调度的系统和方法
CN101197879A (zh) * 2008-01-03 2008-06-11 中兴通讯股份有限公司 一种呼叫重名用户的方法及其装置
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CN111797848A (zh) * 2019-04-09 2020-10-20 成都鼎桥通信技术有限公司 用户分类方法、装置、设备及存储介质
CN111797848B (zh) * 2019-04-09 2023-10-24 成都鼎桥通信技术有限公司 用户分类方法、装置、设备及存储介质
CN114285816A (zh) * 2021-12-30 2022-04-05 中国电信股份有限公司 语音通话过程中唤起即时消息交互的方法及系统
CN114285816B (zh) * 2021-12-30 2024-02-06 中国电信股份有限公司 语音通话过程中唤起即时消息交互的方法及系统

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