WO2018228343A1 - 道路救援方法及应用服务器 - Google Patents

道路救援方法及应用服务器 Download PDF

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Publication number
WO2018228343A1
WO2018228343A1 PCT/CN2018/090691 CN2018090691W WO2018228343A1 WO 2018228343 A1 WO2018228343 A1 WO 2018228343A1 CN 2018090691 W CN2018090691 W CN 2018090691W WO 2018228343 A1 WO2018228343 A1 WO 2018228343A1
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WO
WIPO (PCT)
Prior art keywords
user
service personnel
service
call
rescue
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PCT/CN2018/090691
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English (en)
French (fr)
Inventor
李培彬
Original Assignee
平安科技（深圳）有限公司
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Publication of WO2018228343A1 publication Critical patent/WO2018228343A1/zh

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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
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L12/00—Data switching networks
    • H04L12/02—Details
    • H04L12/16—Arrangements for providing special services to substations
    • H04L12/18—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast
    • H04L12/1881—Arrangements for providing special services to substations for broadcast or conference, e.g. multicast with schedule organisation, e.g. priority, sequence management
    • 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
    • H04M3/42221—Conversation recording systems
    • 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
    • H04M3/487—Arrangements for providing information services, e.g. recorded voice services or time announcements
    • H04M3/493—Interactive information services, e.g. directory enquiries ; Arrangements therefor, e.g. interactive voice response [IVR] systems or voice portals

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a road rescue method and an application server.
  • the present application proposes a road rescue method and an application server, which can be allocated to a user service personnel through a rescue service platform, automatically establish a conference call between the user and the service personnel, and realize intelligent, efficient, timely processing of rescue services, and increased Timeliness, traceability and efficiency of rescue services.
  • the present application provides an application server including a memory, a processor, and a road rescue system stored on the memory and operable on the processor, the road rescue system
  • the following steps are implemented when executed by the processor:
  • a call of the user and the service personnel is separately dialed to establish a conference call between the user and the service personnel.
  • the present application further provides a road rescue method, which is applied to an application server, and the method includes:
  • a call of the user and the service personnel is separately dialed to establish a conference call between the user and the service personnel.
  • the present application further provides a computer readable storage medium storing a road rescue system, the road rescue system being executable by at least one processor to enable the At least one processor performs the steps of the road rescue method as described above.
  • the application server, the road rescue method, and the computer readable storage medium proposed by the present application first pre-configure the telephone contact list of the service personnel; then, receive the rescue request information sent by the user terminal; The rescue request information sent by the user terminal is used to allocate a service personnel to the user from the telephone contact list, and respectively dial the phone of the user and the service personnel to establish a conference call between the user and the service personnel; Finally, the call record of the user and the service personnel in the conference call is recorded and saved.
  • FIG. 1 is a schematic diagram of an optional application environment of each embodiment of the present application.
  • FIG. 2 is a schematic diagram of an optional hardware architecture of the application server of FIG. 1;
  • FIG. 3 is a schematic diagram of functional modules of the first, second, third, fourth, and fifth embodiments of the road rescue system of the present application;
  • FIG. 4 is a schematic diagram of functional modules of a sixth embodiment of the road rescue system of the present application.
  • FIG. 5 is a schematic diagram of an implementation process of a first embodiment of a road rescue method according to the present application.
  • FIG. 6 is a schematic diagram of an implementation process of a second embodiment of a road rescue method according to the present application.
  • FIG. 7 is a schematic diagram of an implementation process of a third embodiment of a road rescue method according to the present application.
  • FIG. 8 is a schematic diagram of an implementation process of a fourth embodiment of a road rescue method according to the present application.
  • FIG. 9 is a schematic diagram of an implementation process of a fifth embodiment of a road rescue method according to the present application.
  • FIG. 10 is a schematic diagram of an implementation process of a sixth embodiment of a road rescue method according to the present application.
  • Mobile terminal 1 application server 2 The internet 3 Memory 11 processor 12
  • FIG. 1 it is a schematic diagram of an optional application environment of each embodiment of the present application.
  • the present application is applicable to an application environment including, but not limited to, a mobile terminal 1, an application server 2, and a network 3.
  • the mobile terminal 1 may be a mobile phone, a smart phone, a notebook computer, a digital broadcast receiver, a PDA (personal digital assistant), a PAD (tablet computer), a PMP (portable multimedia player), a navigation device, an in-vehicle device, etc.
  • Mobile devices such as, and fixed terminals such as digital TVs, desktop computers, notebooks, servers, and the like.
  • the application server 2 may be a computing device such as a rack server, a blade server, a tower server, or a rack server.
  • the application server 2 may be a stand-alone server or a server cluster composed of multiple servers.
  • the network 3 may be an intranet, an Internet, a Global System of Mobile communication (GSM), a Wideband Code Division Multiple Access (WCDMA), a 4G network, Wireless or wired networks such as 5G networks, Bluetooth, Wi-Fi, and
  • the application server 2 is respectively connected to one or more of the mobile terminals 1 (only one shown in the figure) through the network 3, and each of the mobile terminals 1 is installed and operated.
  • the application client corresponding to the application server 2 (hereinafter referred to as "mobile terminal client").
  • the mobile terminal client is configured to create a long connection between the mobile terminal client and the application server 2 in response to an operation of the mobile terminal user, so that the mobile terminal client can pass the long connection and the The application server 2 performs data transmission and interaction.
  • the application server 2 when the road rescue system 200 is installed and operated in the application server 2, when the road rescue system 200 is running, the application server 2 pre-configures a telephone contact list of the service personnel to detect the mobile terminal.
  • the rescue request information sent by the user queries the telephone contact list in the memory of the application server 2 when receiving the rescue request information, and further allocates a service personnel to the user, and the application server 2 dials the user and the user respectively.
  • the telephone of the service personnel to establish a conference call between the user and the service personnel, so that the application server 2 can automatically allocate the service personnel to the user according to the rescue request information sent by the user of the mobile terminal 1, thereby establishing the user and the service personnel.
  • the conference call prevented the user from waiting for the telephone assistance of the service personnel for a long time, and the rescue service could not be processed in time.
  • FIG. 2 it is a schematic diagram of an optional hardware architecture of the application server 2 in FIG.
  • the application server 2 may include, but is not limited to, the memory 11, the processor 12, and the network interface 13 being communicably connected to each other through a system bus. It is pointed out that FIG. 2 only shows the mobile terminal 1 with the components 11-13, but it should be understood that not all illustrated components are required to be implemented, and more or fewer components may be implemented instead.
  • the memory 11 includes at least one type of readable storage medium including a flash memory, a hard disk, a multimedia card, a card type memory (eg, SD or DX memory, etc.), and a random access memory (RAM). , static random access memory (SRAM), read only memory (ROM), electrically erasable programmable read only memory (EEPROM), programmable read only memory (PROM), magnetic memory, magnetic disk, optical disk, and the like.
  • the memory 11 may be an internal storage unit of the application server 2, such as a hard disk or memory of the application server 2.
  • the memory 11 may also be an external storage device of the application server 2, such as a plug-in hard disk equipped on the application server 2, a smart memory card (SMC), and a secure digital number. (Secure Digital, SD) card, flash card, etc.
  • the memory 11 can also include both the internal storage unit of the application server 2 and its external storage device.
  • the memory 11 is generally used to store an operating system installed on the application server 2 and various types of application software, such as program codes of the road rescue system 200. Further, the memory 11 can also be used to temporarily store various types of data that have been output or are to be output.
  • the processor 12 may be a Central Processing Unit (CPU), controller, microcontroller, microprocessor, or other data processing chip in some embodiments.
  • the processor 12 is typically used to control the overall operation of the application server 2, such as performing control and processing related to data interaction or communication with the mobile terminal 1.
  • the processor 12 is configured to run program code or process data stored in the memory 11, such as running the road rescue system 200 or the like.
  • the network interface 13 may comprise a wireless network interface or a wired network interface, which is typically used to establish a communication connection between the application server 2 and other electronic devices.
  • the network interface 13 is mainly used to connect the application server 2 to one or more mobile terminals 1 through the network 3, and the application server 2 and the one or more mobiles. A data transmission channel and a communication connection are established between the terminals 1.
  • the present application proposes a road rescue system 200.
  • the road rescue system 200 may be divided into one or more modules, and the one or more modules are stored in the memory 11 and are composed of one or more processors (this embodiment) This is performed by the processor 12) to complete the application.
  • the road rescue system 200 can be divided into a pre-configuration module 201, a receiving module 202, an allocation module 203, and a call setup module 204.
  • the functional modules referred to in the present application refer to a series of computer program instruction segments capable of performing a specific function, which is more suitable than the program to describe the execution process of the road rescue system 200 in the application server 2.
  • the functions of the respective function modules 201-204 will be described in detail below.
  • the pre-configuration module 201 is configured to pre-configure a telephone contact list of a service personnel in a database of the application server 2.
  • the manner in which the service person's telephone contact list is pre-configured may be that the administrator imports through the database in the background of the application server 2.
  • the way to pre-configure the service person's telephone contact form may also be stored in the database by the front-end page service personnel by online registration.
  • the telephone contact list of the pre-configured service personnel includes the telephone number of the service personnel, the address of the service personnel, the service life of the service personnel, and the service level of the service personnel.
  • the service level of the service personnel may be associated with the service life of the service personnel. For example, a service person with a service life of more than 5 years can be defined as a first level, a service person with a service life of 3 years or more and 5 years or less is defined as a second level, and a service person with a service life of 3 years or less is defined as a third level. .
  • the service level may be associated with the user's satisfaction with the service personnel.
  • the application server 2 collects a user's service evaluation of the service personnel, and the service evaluation may be presented to the user for a service satisfaction survey by means of scoring or a 5-star rating.
  • the service personnel receive a favorable rating (for example, 5 stars) exceeding the first preset number (for example, 10)
  • the service personnel's level rises to the previous level, and does not rise when it rises to the highest level.
  • a bad rating eg, less than 2 stars
  • a second predetermined number eg, 5
  • the application is not limited to the service level division manner described above, and those skilled in the art may modify the service level division manner to the required definition manner as needed.
  • the receiving module 202 is configured to receive rescue request information sent by the user end.
  • the user when the user encounters a road rescue event, the user sends rescue request information to the application server 2 through the user end of the mobile terminal 1.
  • the rescue request information may also include the urgency of the rescue service.
  • the user can also send the rescue service urgency to the application server 2 through the prompt tone of the mobile terminal 1 and the virtual keyboard.
  • the application server 2 may identify the level of the user by the telephone number of the user in the telephone contact list of the pre-configured service personnel, and configure different levels of rescue services for users of different service levels.
  • the level of the user includes a normal user and a VIP user. When the level of the user is a VIP user, the service personnel configured by the application server 2 to the VIP user must arrive at the rescue site within half an hour.
  • the configuration module 203 is configured to allocate a service personnel to the user from the phone contact list according to the rescue request information sent by the user terminal.
  • the configuration module 203 allocates a service personnel to the user from the phone contact list according to the preset rule according to the rescue request information sent by the user terminal.
  • the preset rules will be described in detail below.
  • the call establishing module 204 is configured to separately dial a call of the user and the service personnel to establish a conference call between the user and the service personnel.
  • the application server 2 when the user terminal of the mobile terminal 1 transmits the rescue request information, the application server 2 extracts the first phone number of the user. After the configuration module 203 assigns a service personnel to the user, the application server 2 extracts the second telephone number of the assigned service personnel from the telephone contact list.
  • the telephone dialing module 204 dials the first telephone number, and when the first telephone number of the user is connected, the telephone dialing module 204 dials the second telephone number, so that the application server 2 can be A conference call between the user of the mobile terminal 1 and the assigned service personnel is automatically established, reducing the time for the user to wait for the rescue.
  • the road rescue system 200 proposed by the present application firstly pre-configures the telephone contact list of the service personnel, and secondly, detects the rescue request information sent by the mobile terminal user, and receives the rescue request. Inquiring about the telephone contact list in the memory of the application server 2, and then assigning a service personnel to the user, and then the application server 2 dials the phone of the user and the service personnel respectively to establish the user and the service.
  • the conference call of the personnel enables the application server 2 to automatically allocate the service personnel to the user according to the rescue request information sent by the user of the mobile terminal 1, thereby establishing a conference call between the user and the service personnel, thereby avoiding the user waiting for the service personnel's telephone for a long time. Rescue, rescue services could not be processed in time.
  • the configuration module 203 is further configured to:
  • the preset parameter includes obtaining a location of the user.
  • the configuration module 203 calculates the weight value of the priority of the service personnel in the telephone contact list according to the distance between the service personnel and the user. The closer the distance from the user is, the larger the weight value is.
  • the configuration module 203 calculates the weight value of the service personnel, the priority is sorted from high to low according to the weight value from the largest to the smallest, and the service personnel with the highest priority are selected and assigned to the user.
  • the application server 2 can obtain the location of the user through the location information uploaded by the GPS built in the mobile terminal 1 of the user.
  • the preset parameters include obtaining a location of the user and a service level of the service personnel.
  • the configuration module 203 configures the location of the user of the preset parameter and the rescue urgency of the user with different weights, for example, the weight assigned to the parameter "user's location” is 0.4, and the weight assigned to the parameter "service personnel's service level” is 0.6.
  • the configuration module 203 sequentially sorts the priorities of the three service personnel A, B, and C from high to low in order of A, C, and B according to the weight value from the largest to the smallest. a priority ranking table of the service personnel A, C, B; and assigning the service personnel to the user according to the priority ranking table. For example, assign the highest priority service person A to the user.
  • a third embodiment of the present application (shown in FIG. 3) is proposed.
  • the configuration module 203 is further used to
  • the configuration module 203 performs a weight value calculation on the priority of the service personnel in the telephone contact list according to a preset parameter; and correspondingly performs the priority according to the weight value from the largest to the smallest.
  • the ranking is performed from high to low, and a priority ranking table of the service personnel is established; and the service personnel are assigned to the user according to the priority ranking table.
  • the configuration module 203 obtains the working status of the service personnel from the telephone contact list, and the working status includes the working status and the non-working status.
  • the service status of the service staff can be defined as "busy" and "free".
  • the configuration module 203 determines the working status of the service personnel in the priority ranking table, and selects the service personnel with the highest priority and not in the working state to assign to the user.
  • the service worker with the highest priority is in the "busy" state, the service personnel who select the priority order priority and are not in the working state are assigned to the user.
  • the road rescue system 200 proposed by the present application can efficiently allocate service personnel to users through setting of preset parameters, and judges the working state of the service personnel by joining, so as to distribute services for users.
  • personnel are excluded, the service personnel who are not assigned are excluded, and the distribution of service personnel is more precise and efficient.
  • the call establishing module 204 is further configured to:
  • the calling system dials the phone number of the first service personnel assigned to the user; determines whether the phone of the first service personnel is turned on within a preset time; when the phone of the first service personnel is turned on within a preset time Establishing a conference call between the user and the first service personnel; and selecting, when the first service personnel's phone is not connected within a preset time, selecting the priority ranking table to be ranked second only to the first A second service personnel of a service personnel dials the second service personnel telephone through the automatic outbound call system.
  • the call establishment module 204 selects the ranking in the priority ranking table.
  • the second service personnel call is called by the second service personnel of the first service personnel and by the automatic outbound call system. In this embodiment, it is possible to reduce the waste of rescue time caused by the service personnel not being connected to the phone in time.
  • the call establishing module 204 is further configured to:
  • the third service personnel are allocated to the user according to the service transfer request, and a conference call between the user and the third service personnel is established.
  • the conference call between the user and the third service personnel may be a three-party conference including the first service personnel, and may also include only a conference call between the user and the third service personnel.
  • the above service transfer request further includes the following two forms: the service transfer request may require the distribution module 203 to designate a third service person assigned to the user, and in addition, when the service transfer request does not specify a service person, the distribution module 203 A third service person other than the first service person is assigned to the user according to the telephone contact list.
  • the road rescue system 200 proposed by the present application can automatically establish a conference call between the user and the service personnel after the distribution module 203 allocates a service personnel to the user, and can perform service transfer when the service personnel need assistance. Automatically join the facilitator to conduct a conference call, making the rescue service faster and more efficient, and reducing the time the user waits for the rescue service.
  • the road rescue system 200 further includes a recording module 205, wherein:
  • the recording module 205 is configured to record and save the user and the service personnel in the phone in the memory of the application server 2 after the call establishing module 204 establishes a conference call between the user and the service personnel. Call history in the meeting.
  • the recording module 205 records and saves the call record of the user and the service personnel in the conference call, and includes the following forms: (1) the recording module 205 performs the conference call between the user and the service personnel. phone recording. (2) The recording module 205 also sends a survey request to the user of the mobile terminal 1 after the rescue is completed, and requests the user to perform a satisfaction survey and improvement suggestion for all the service personnel participating in the rescue, and the recording module 205 collects the score of the user, and the service personnel The satisfaction survey was recorded.
  • the road rescue system 200 proposed by the present application can also track the rescue process of the user and the service personnel during the rescue service process, and conduct a satisfaction survey on the service personnel's service after the rescue is completed.
  • the traceability of rescue services has increased user satisfaction.
  • the present application also proposes a road rescue method.
  • FIG. 5 it is a schematic flowchart of the implementation of the first embodiment of the road rescue method of the present application.
  • the order of execution of the steps in the flowchart shown in FIG. 5 may be changed according to different requirements, and some steps may be omitted.
  • step S501 the telephone contact list of the service personnel is pre-configured.
  • the manner in which the service person's telephone contact list is pre-configured may be that the administrator imports through the database in the background of the application server 2.
  • the way to pre-configure the service person's telephone contact form may also be stored in the database by the front-end page service personnel by online registration.
  • the telephone contact list of the pre-configured service personnel includes the telephone number of the service personnel, the address of the service personnel, the service life of the service personnel, and the service level of the service personnel.
  • the service level of the service personnel may be associated with the service life of the service personnel. For example, a service person with a service life of more than 5 years can be defined as a first level, a service person with a service life of 3 years or more and 5 years or less is defined as a second level, and a service person with a service life of 3 years or less is defined as a third level. .
  • the service level may be associated with the user's satisfaction with the service personnel.
  • the application server 2 collects a user's service evaluation of the service personnel, and the service evaluation may be presented to the user for a service satisfaction survey by means of scoring or a 5-star rating.
  • the service personnel receive a favorable rating (for example, 5 stars) exceeding the first preset number (for example, 10)
  • the service personnel's level rises to the previous level, and does not rise when it rises to the highest level.
  • a bad rating eg, less than 2 stars
  • a second predetermined number eg, 5
  • the service level of the service personnel is lowered to the next level.
  • the present application is not limited to the service level division manner described above, and those skilled in the art may modify the service level division manner to the required definition manner as needed.
  • Step S502 receiving rescue request information sent by the user end.
  • the user when the user encounters a road rescue event, the user sends rescue request information to the application server 2 through the user end of the mobile terminal 1.
  • the rescue request information may also include the urgency of the rescue service.
  • the user can also send the rescue service urgency to the application server 2 through the prompt tone of the mobile terminal 1 and the virtual keyboard.
  • the application server 2 may identify the level of the user by the telephone number of the user in the telephone contact list of the pre-configured service personnel, and configure different levels of rescue services for users of different service levels.
  • the level of the user includes a normal user and a VIP user. When the level of the user is a VIP user, the service personnel configured by the application server 2 to the VIP user must arrive at the rescue site within half an hour.
  • Step S503 assigning a service personnel to the user from the telephone contact list according to the rescue request information sent by the user terminal.
  • the application server 2 allocates a service personnel to the user from the phone contact list according to the preset rule according to the rescue request information sent by the user terminal.
  • the preset rules will be described in detail in the second embodiment and the third embodiment (see FIGS. 6 and 7) of the road rescue method of the present application.
  • Step S504 dialing a call of the user and the service personnel respectively to establish a conference call between the user and the service personnel.
  • the application server 2 extracts the first phone number of the user. After the service personnel are assigned to the user, the application server 2 extracts the second telephone number of the assigned service personnel from the telephone contact list. The application server 2 dials the first phone number, and when the first phone number of the user is connected, the application server 2 dials the second phone number, so that the user of the mobile terminal 1 can be automatically established from the application server 2 A conference call between assigned service personnel reduces the amount of time users wait for rescue.
  • the road rescue method proposed by the present application firstly pre-configures the telephone contact list of the service personnel, and secondly, detects the rescue request information sent by the mobile terminal user, when receiving the rescue request information. Querying the phone contact list in the memory of the application server 2, thereby allocating a service person to the user, and then the application server 2 dials the phone of the user and the service personnel respectively to establish the user and the service personnel.
  • the conference call enables the application server 2 to automatically allocate a service personnel to the user according to the rescue request information sent by the user of the mobile terminal 1, thereby establishing a conference call between the user and the service personnel, thereby preventing the user from waiting for the telephone assistance of the service personnel for a long time.
  • the rescue service could not be processed in time.
  • FIG. 6 is a schematic diagram showing an implementation flow of a second embodiment of the road rescue method of the present application.
  • the step of allocating a service personnel to the user from the phone contact list according to the rescue request information sent by the user terminal includes:
  • Step S601 Perform weight value calculation on a priority of the service personnel in the telephone contact list according to a preset parameter
  • Step S602 Perform a high-to-low ordering of the priorities according to the weight values from the largest to the smallest, and establish a priority ranking table of the service personnel.
  • Step S603 assigning the service personnel to the user according to the priority ranking table.
  • the preset parameter includes obtaining a location of the user.
  • the application server 2 calculates the weight value of the priority of the service personnel in the telephone contact list according to the distance of the service personnel from the user. The closer the distance from the user is, the larger the weight value is.
  • the application server 2 calculates the weight value of the service personnel, the priority is sorted from high to low according to the weight value from the largest to the smallest, and the service personnel with the highest priority are selected and assigned to the user.
  • the application server 2 can obtain the location of the user through the location information uploaded by the GPS built in the mobile terminal 1 of the user.
  • the preset parameters include obtaining a location of the user and a service level of the service personnel.
  • the application server 2 configures the location of the preset parameter user and the user's rescue urgency with different weights, for example, the weight assigned to the parameter "user's location” is 0.4, and the weight assigned to the parameter "service personnel's service level” is 0.6.
  • the application server 2 correspondingly ranks the priorities of the three service personnel A, B, and C from high to low in order of A, C, and B according to the weight value.
  • a priority ranking table of the service personnel A, C, B and assigning the service personnel to the user according to the priority ranking table. For example, assign the highest priority service person A to the user.
  • the road rescue method proposed by the present application allocates service personnel to the user efficiently by using preset parameters, so that when the service personnel are allocated to the user, the preset parameters are combined, and the service personnel are more distributed. Precise and more efficient.
  • FIG. 7 is a schematic diagram showing an implementation flow of a third embodiment of the road rescue method of the present application.
  • the step of allocating the service personnel to the user according to the priority ranking table further includes:
  • Step S701 determining a working state of the service personnel in the priority ranking table.
  • Step S702 the service personnel with the highest priority and not in the working state are selected and assigned to the user.
  • the application server 2 performs a weight value calculation on the priority of the service personnel in the telephone contact list according to a preset parameter; and correspondingly performs the priority according to the weight value from the largest to the smallest. Sorting from high to low, and establishing a prioritization table of the service personnel; and assigning the service personnel to the user according to the priority ranking table.
  • the application server 2 obtains the working state of the service personnel from the telephone contact list, and the working state includes the already working state and the non-working state.
  • the working state of the service personnel may be defined as "Busy” and "free.”
  • the application server 2 After the application server 2 establishes the priority ranking table of the service personnel, the application server determines the working status of the service personnel in the priority ranking table, and selects the service personnel with the highest priority and not in the working state to allocate to the user. When the service worker with the highest priority is in the "busy" state, the service personnel who select the priority order priority and are not in the working state are assigned to the user.
  • the road rescue method proposed by the present application allocates service personnel to the user efficiently by using preset parameters, and joins the judgment of the working state of the service personnel, so that when the service personnel are allocated to the user, Excluding the assigned service personnel, the distribution of service personnel is more precise and efficient.
  • FIG. 8 is a schematic diagram showing an implementation flow of a fourth embodiment of the road rescue method of the present application.
  • the step of separately dialing a call of the user and the service personnel to establish a conference call between the user and the service personnel includes:
  • Step S801 extracting a phone number of the user according to the rescue request information sent by the user terminal;
  • Step S802 dialing the phone number of the user by using an automatic outbound call system
  • Step S803 when the user's phone is connected, dialing the phone of the first service person assigned to the user through the automatic outbound call system;
  • Step S804 determining whether the phone of the first service personnel is turned on within a preset time; when the phone of the first service personnel is turned on within a preset time, step S805 is performed; otherwise, when the time is preset When the first service person's phone is not turned on, step S806 is performed.
  • Step S805 establishing a conference call between the user and the first service personnel.
  • Step S806 selecting a second service personnel in the priority ranking table that is ranked second only to the first service personnel and dialing the second service personnel phone through the automatic outbound call system.
  • the road rescue method proposed by the present application prevents the user from waiting for the rescue service for a long time event.
  • the preset time for example, 2 minutes
  • the first service personnel has not answered the call, and the application server 2
  • a second service personnel ranked in the priority ranking table next to the first service personnel is selected and called by the automatic outbound call system.
  • the step of separately dialing a call of the user and the service personnel to establish a conference call between the user and the service personnel further includes:
  • Step S901 determining whether the first service personnel sends a service transfer request; when the first service personnel does not send the service transfer request, step S902 is performed; otherwise, when the first service personnel sends the service transfer The request is executed in step S903.
  • Step S902 continuing the conference call between the first service personnel and the user.
  • Step S903 assigning a third service personnel to the user according to the service transfer request, and establishing a conference call between the user and the third service personnel.
  • the conference call between the user and the third service personnel may be a three-party conference including the first service personnel, and may also include only a conference call between the user and the third service personnel.
  • the above service transfer request further includes the following two forms: the service transfer request may require the application server 2 to designate a third service person assigned to the user, and in addition, when the service transfer request does not specify a service person, the application server 2 A third service person other than the first service person is assigned to the user according to the telephone contact list.
  • the road rescue method proposed by the present application can automatically establish a call conference between the user and the service personnel after the application server 2 allocates a service personnel to the user, and can perform service transfer when the service personnel need assistance. Automatically join the facilitators to conduct a conference call, making the rescue service faster and more efficient, and reducing the time the user waits for the rescue service.
  • FIG. 10 is a schematic diagram showing an implementation flow of a sixth embodiment of the road rescue method of the present application.
  • the order of execution of the steps in the flowchart shown in FIG. 10 may be changed according to different requirements, and some steps may be omitted.
  • step S1001 a telephone contact list of the service personnel is configured.
  • Step S1002 Receive rescue request information sent by the client.
  • Step S1003 The rescue request information sent by the user terminal allocates a service personnel to the user from the phone contact list.
  • Step S1004 Calling the user and the service personnel respectively to establish a conference call between the user and the service personnel.
  • Step S1005 Record and save a call record of the user and the service personnel in the conference call.
  • the application server 2 After establishing the conference call between the user and the service personnel, the application server 2 records and saves the call record of the user and the service personnel in the conference call in the memory.
  • the application server 2 records and saves the call record of the user and the service personnel in the conference call, and includes the following forms: (1) performing a telephone recording during a conference call between the user and the service personnel. (2) After the rescue is over, the user who sends the survey request to the mobile terminal 1 is required to perform a satisfaction survey and improvement suggestion for all the service personnel involved in the rescue, collect the scores of the users, and record the satisfaction survey of the service personnel.
  • the road rescue method proposed by the present application can also track the rescue process of the user and the service personnel in the rescue service process, and conduct a satisfaction survey on the service personnel service after the rescue is completed.
  • the traceability of rescue services is achieved and user satisfaction is increased.
  • the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better.
  • Implementation Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk,
  • the optical disc includes a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods described in various embodiments of the present application.

Abstract

本申请公开了一种应用服务器，包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的道路救援系统，所述道路救援系统被所述处理器执行时实现如下步骤：配置服务人员的电话联系表；接收用户端发送的救援请求信息；根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。本申请还提供一种道路救援方法。本申请提供的应用服务器及道路救援方法能够通过救援服务平台分配给用户服务人员，自动建立用户与服务人员的电话会议。

Description

道路救援方法及应用服务器
本申请要求于2017年6月12日提交中国专利局，申请号为201710440077.4、发明名称为“道路救援方法及应用服务器”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
本申请涉及通信技术领域，尤其涉及一种道路救援方法及应用服务器。
背景技术
在近年来，交通拥堵问题及交通事故频发，因此道路救援服务显得尤为重要。然而，目前的道路救援服务，主要是在发生事故后，必须由用户进行电话报案。报案完成后，用户挂断电话，等待系统分配服务人员(查勘员)，服务人员收到分配任务后与用户通过电话线下联系。此种救援服务，用户无法及时联系到服务人员，时效性较差，且双方通话服务过程无法进行实时的追踪与监控。
发明内容
有鉴于此，本申请提出一种道路救援方法及应用服务器，能够通过救援服务平台分配给用户服务人员，自动建立用户与服务人员的电话会议，实现了智能，高效，及时处理救援服务，增加了救援服务的及时性，可追踪性及高效性。
首先，为实现上述目的，本申请提出一种应用服务器，所述应用服务器包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的道路救援系统，所述道路救援系统被所述处理器执行时实现如下步骤：
预先配置服务人员的电话联系表；
接收用户端发送的救援请求信息；
根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；及
分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
此外，为实现上述目的，本申请还提供一种道路救援方法，该方法应用于应用服务器，所述方法包括：
预先配置服务人员的电话联系表；
接收用户端发送的救援请求信息；
根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；及
分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
进一步地，为实现上述目的，本申请还提供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道路救援系统，所述道路救援系统可被至少一个处理器执行，以使所述至少一个处理器执行如上述的道路救援方法的步骤。
相较于现有技术，本申请所提出的应用服务器、道路救援方法及计算机可读存储介质，首先预先配置服务人员的电话联系表；然后，接收用户端发送的救援请求信息；接着，根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员，分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议；最后，记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。这样，既可以避免现有技术中用户必须线下等待服务人员的电话联系处理救援事故的弊端，通过自动外呼系统分别拨叫用户与服务人员的电话以建立用户与服务人员的电话会议，也可以对用户与服务人员救援服务处理过程中全程的通话记录进行录音及进度追踪。实现了智能，高效，及时处理救援服务，增加了救援服务的及时性，可追踪性及高效性。
附图说明
图1是本申请各个实施例一可选的应用环境示意图；
图2是图1中应用服务器一可选的硬件架构的示意图；
图3是本申请道路救援系统第一、第二、第三、第四及第五实施例的功能模块示意图；
图4是本申请道路救援系统第六实施例的功能模块示意图；
图5为本申请道路救援方法第一实施例的实施流程示意图；
图6为本申请道路救援方法第二实施例的实施流程示意图；
图7为本申请道路救援方法第三实施例的实施流程示意图；
图8为本申请道路救援方法第四实施例的实施流程示意图；
图9为本申请道路救援方法第五实施例的实施流程示意图；
图10为本申请道路救援方法第六实施例的实施流程示意图。
附图标记：
移动终端 1
应用服务器 2
网络 3
存储器 11
处理器 12
网络接口 13
道路救援系统 200
预先设置模块 201
接收模块 202
分配模块 203
通话建立模块 204
记录模块 205
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅用以解释本申请，并不用于限定本申请。基于本申请中的实施例，本领域普通技术人员在没有做出创造性劳动前提下所获得的所有其他实施例，都属于本申请保护的范围。
需要说明的是，在本申请中涉及“第一”、“第二”等的描述仅用于描述目的，而不能理解为指示或暗示其相对重要性或者隐含指明所指示的技术特征的数量。由此，限定有“第一”、“第二”的特征可以明示或者隐含地包括至少一个该特征。另外，各个实施例之间的技术方案可以相互结合，但是必须是以本领域普通技术人员能够实现为基础，当技术方案的结合出现相互矛盾或无法实现时应当认为这种技术方案的结合不存在，也不在本申请要求的保护范围之内。
参阅图1所示，是本申请各个实施例一可选的应用环境示意图。
在本实施例中，本申请可应用于包括，但不仅限于，移动终端1、应用服务器2、网络3的应用环境中。其中，所述移动终端1可以是移动电话、智能电话、笔记本电脑、数字广播接收器、PDA(个人数字助理)、PAD(平板电脑)、PMP(便携式多媒体播放器)、导航装置、车载装置等等的可移动设备，以及诸如数字TV、台式计算机、笔记本、服务器等等的固定终端。所述应用服务器2可以是机架式服务器、刀片式服务器、塔式服务器或机柜式服务器等计算设备，该应用服务器2可以是独立的服务器，也可以是多个服务器所组成的服务器集群。所述网络3可以是企业内部网(Intranet)、互联网(Internet)、全球移动通讯系统(Global System of Mobile communication，GSM)、宽带码分多址 (Wideband Code Division Multiple Access，WCDMA)、4G网络、5G网络、蓝牙(Bluetooth)、Wi-Fi、通话网络等无线或有线网络。
其中，所述应用服务器2中通过所述网络3分别与一个或多个所述移动终端1(图中仅示出一个)通信连接，每一个所述移动终端1中均安装并运行有与所述应用服务器2对应的应用程序客户端(后文简称“移动终端客户端”)。所述移动终端客户端用于响应移动终端用户的操作，在所述移动终端客户端与所述应用服务器2之间创建长连接，以使所述移动终端客户端能够通过所述长连接与所述应用服务器2进行数据传输和交互。
本实施例中，当所述应用服务器2内安装并运行有道路救援系统200时，当所述道路救援系统200运行时，所述应用服务器2预先配置服务人员的电话联系表，侦测移动终端用户所发送的救援请求信息，在接收到所述救援请求信息时查询所述应用服务器2的内存中的所述电话联系表，进而为用户分配服务人员，所述应用服务器2分别拨叫用户与服务人员的电话以建立所述用户与所述服务人员的电话会议，使得所述应用服务器2能够根据移动终端1的用户发送的救援请求信息为用户自动分配服务人员，进而建立用户与服务人员的电话会议，避免了用户长时间等待服务人员的电话救援，救援服务无法及时处理。
参阅图2所示，是图1中应用服务器2一可选的硬件架构的示意图。本实施例中，所述应用服务器2可包括，但不仅限于，可通过系统总线相互通信连接存储器11、处理器12、网络接口13。需要指出的是，图2仅示出了具有组件11-13的移动终端1，但是应理解的是，并不要求实施所有示出的组件，可以替代的实施更多或者更少的组件。
其中，所述存储器11至少包括一种类型的可读存储介质，所述可读存储介质包括闪存、硬盘、多媒体卡、卡型存储器(例如，SD或DX存储器等)、随机访问存储器(RAM)、静态随机访问存储器(SRAM)、只读存储器(ROM)、电可擦除可编程只读存储器(EEPROM)、可编程只读存储器(PROM)、磁性存储器、磁盘、光盘等。在一些实施例中，所述存储器11可以是所述应用服务器2的内部存储单元，例如该应用服务器2的硬盘或内存。在另一些实施例中，所述存储器11也可以是所述应用服务器2的外部存储设备，例如该应用服务器2上配备的插接式硬盘，智能存储卡(Smart Media Card,SMC)，安全数字(Secure Digital,SD)卡，闪存卡(Flash Card)等。当然，所述存储器11还可以既包括所述应用服务器2的内部存储单元也包括其外部存储设备。本实施例中，所述存储器11通常用于存储安装于所述应用服务器2的操作系统和各类应用软件，例如所述道路救援系统200的程序代码等。此外，所述存储器11还可以用于暂时地存储已经输出或者将要输出的各类数据。
所述处理器12在一些实施例中可以是中央处理器(Central Processing Unit，CPU)、控制器、微控制器、微处理器、或其他数据处理芯片。该处理器12通常用于控制所述应用服务器2的总体操作，例如执行与所述移动终端1 进行数据交互或者通信相关的控制和处理等。本实施例中，所述处理器12用于运行所述存储器11中存储的程序代码或者处理数据，例如运行所述的道路救援系统200等。
所述网络接口13可包括无线网络接口或有线网络接口，该网络接口13通常用于在所述应用服务器2与其他电子设备之间建立通信连接。本实施例中，所述网络接口13主要用于通过所述网络3将所述应用服务器2与一个或多个所述移动终端1相连，在所述应用服务器2与所述一个或多个移动终端1之间的建立数据传输通道和通信连接。
至此，己经详细介绍了本申请各个实施例的应用环境和相关设备的硬件结构和功能。下面，将基于上述应用环境和相关设备，提出本申请的各个实施例。
首先，本申请提出一种道路救援系统200。
参阅图3所示，是本申请道路救援系统200第一实施例的功能模块图。本实施例中，所述的道路救援系统200可以被分割成一个或多个模块，所述一个或者多个模块被存储于所述存储器11中，并由一个或多个处理器(本实施例中为所述处理器12)所执行，以完成本申请。例如，在图3中，所述的道路救援系统200可以被分割成预先配置模块201、接收模块202、分配模块203以及通话建立模块204。本申请所称的功能模块是指能够完成特定功能的一系列计算机程序指令段，比程序更适合于描述所述道路救援系统200在所述应用服务器2中的执行过程。以下将就各功能模块201-204的功能进行详细描述。
所述预先配置模块201，用于在所述应用服务器2的数据库中预先配置服务人员的电话联系表。
一般地，预先配置服务人员的电话联系表的方式可以是管理员在所述应用服务器2的后台通过数据库导入。预先配置服务人员的电话联系表的方式还可以是在前端页面服务人员通过在线注册的方式存储到数据库中。
所述预先配置的服务人员的电话联系表包括服务人员的电话、服务人员的地址、服务人员的工作年限以及服务人员的服务等级。所述服务人员的服务等级可以与所述服务人员的工作年限相关联。例如，服务年限在5年以上的服务人员可以定义为第一等级，服务年限在3年以上5年以下的服务人员定义为第二等级，服务年限在3年以下的服务人员定义为第三等级。
另外，为了更好地提升救援服务质量，所述服务等级的可以与用户对服务人员的满意度相关联。例如，应用服务器2搜集用户对服务人员的服务评价，所述服务评价可以通过打分的形式，或者5星评级的方式展现给用户进行服务满意度调查。当服务人员收到的好评(如，5星)超过第一预设个数(如，10个)时，所述服务人员的等级上升至上一等级，当上升至最高等级时不再上升。反之，当服务人员收到的差评(如，低于2星)超过第二预设个数(如，5个)时，降低所述服务人员的服务等级至下一等级。需要说明的是，本申请并不限于上文所述的服务等级划分方式，本领域技术人员根据需要可以修改 服务等级划分方式为所需要的定义方式。
所述接收模块202，用于接收用户端发送的救援请求信息。
具体地，当用户碰到道路救援事件时，所述用户通过移动终端1的用户端发送救援请求信息到应用服务器2。所述救援请求信息还可以包含所述救援服务的紧急程度。本实施例中，用户还可以通过移动终端1的提示音及虚拟键盘发送所处的救援服务紧急程度给应用服务器2。在另一实施例中，应用服务器2可以在预先配置服务人员的电话联系表中通过用户的电话号码识别用户的级别，并针对不同服务级别的用户配置不同等级的救援服务。例如，所述用户的级别包括普通用户及VIP用户。当所述用户的级别为VIP用户时，应用服务器2配置的给该VIP用户的服务人员必须半小时内到达救援现场。
所述配置模块203，用于根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员。
进一步地，配置模块203根据所述用户端发送的所述救援请求信息根据预设规则从所述电话联系表中为用户分配服务人员。所述预设规则将在下文进行详述。
所述通话建立模块204，用于分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
从上文可知，所述移动终端1用户端发送救援请求信息时，应用服务器2提取用户的第一电话号码。配置模块203为用户分配服务人员后，应用服务器2从所述电话联系表中提取分配的服务人员的第二电话号码。所述电话拨叫模块204拨叫所述第一电话号码，当用户的第一电话号码接通时，所述电话拨叫模块204拨叫所述第二电话号码，这样，可从应用服务器2自动建立移动终端1的用户与所分配的服务人员间的电话会议，减少用户等待救援的时间。
通过上述功能模块201-204，本申请所提出的道路救援系统200，首先，预先配置服务人员的电话联系表，其次，侦测移动终端用户所发送的救援请求信息，在接收到所述救援请求信息时查询所述应用服务器2的内存中的所述电话联系表，进而为用户分配服务人员，接着，所述应用服务器2分别拨叫用户与服务人员的电话以建立所述用户与所述服务人员的电话会议，使得所述应用服务器2能够根据移动终端1的用户发送的救援请求信息为用户自动分配服务人员，进而建立用户与服务人员的电话会议，避免了用户长时间等待服务人员的电话救援，救援服务无法及时处理。
进一步地，基于本申请道路救援系统200的上述第一实施例，提出本申请的第二实施例(如图3所示)。本实施例中，所述配置模块203，还用于：
根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；以及依据所述优先级排序表给所述用户分配所述服务人员。
在一实施例中，所述预设参数包括获取用户的位置。配置模块203按照服务人员距离用户的距离远近对所述电话联系表中所述服务人员的优先级进行权重值计算，距离用户的距离越近，权重值越大。配置模块203计算完服务人员的权重值之后，按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并选择优先级最高的服务人员分配给用户。本实施例中，应用服务器2可通过用户的移动终端1内置的GPS上传的位置信息而获取用户的位置。
在另一实施例中，所述预设参数包括获取用户的位置以及服务人员的服务等级。配置模块203配置给预设参数用户的位置以及用户的救援紧急程度分别以不同的权重，例如分配给参数“用户的位置”权重为0.4，分配给参数“服务人员的服务等级”权重为0.6，现有三位服务人员A、B、C，其中，A、B、C距离用户的位置根据远近分别可以打分3分，2分，1分，而根据三位服务人员A、B、C的服务等级分别可以打分2分，1分，3分。计算三位服务人员相对于预设参数的权重值可得，A＝3分*0.4+2分*0.6＝2.4分；B＝2分*0.4+1分*0.6＝1.4分；C＝1分*0.4+3分*0.6＝2.2分。显然，所述配置模块203按照所述权重值从大到小的顺序对应地对三位服务人员A、B、C的优先级进行从高到低的排序依次为A、C、B，并建立所述服务人员A、C、B的优先级排序表；以及依据所述优先级排序表给所述用户分配所述服务人员。例如，将优先级最高的服务人员A分配给用户。
进一步地，基于本申请道路救援系统200的上述第一实施例，提出本申请的第三实施例(如图3所示)。本实施例中，所述配置模块203，还用于
判断所述优先级排序表中所述服务人员的工作状态；以及选择优先级最高的且未处于工作状态的服务人员分配给所述用户。
通过以上实施例，所述配置模块203根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；以及依据所述优先级排序表给所述用户分配所述服务人员。本实施例相对于以上实施例进行了更为优化的改进，本实施例中，配置模块203从所述电话联系表中获取服务人员的工作状态，所述工作状态包括已经工作状态与未工作状态，为更简洁的表示，可将服务人员的工作状态定义为“忙”和“闲”。配置模块203在建立了服务人员的优先级排序表后，判断所述优先级排序表中所述服务人员的工作状态，选择优先级最高的且未处于工作状态的服务人员分配给所述用户。当优先级最高的服务人员处于“忙”状态时，选择优先级排序表优先级次之且处于未工作状态的服务人员分配给用户。
通过上述功能模块203，本申请所提出的道路救援系统200可以通过预设参数的设置而高效的为用户分配服务人员，且通过加入对服务人员的工作状态进行判断，以使在为用户分配服务人员时，排除分配无效的服务人员，对服务人员的分配更精确，更高效。
进一步地，基于本申请道路救援系统200的上述第一实施例，提出本申请的第四实施例(如图3所示)。本实施例中，所述通话建立模块204，还用于：
根据所述用户端发送的所述救援请求信息，提取所述用户的电话号码；通过自动外呼系统拨叫所述用户的电话号码；当所述用户的电话接通时，通过所述自动外呼系统拨叫分配给所述用户的第一服务人员的电话；判断预设时间内所述第一服务人员的电话是否接通；当预设时间内所述第一服务人员的电话接通时，建立所述用户与所述第一服务人员的电话会议；及当预设时间内所述第一服务人员的电话未接通时，选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。
本实施例中，为防止用户过长事件等待救援服务，在预设时间(例如，2分钟)后，第一服务人员一直未接电话，通话建立模块204会选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。本实施例，能够减少因为服务人员未及时接通电话而导致的救援时间浪费。
进一步地，基于本申请道路救援系统200的上述第一实施例，提出本申请的第五实施例(如图3所示)。本实施例中，所述通话建立模块204，还用于：
判断所述第一服务人员是否发送服务转移请求；当所述第一服务人员没有发送服务转移请求，继续所述第一服务人员与用户的电话会议；及
当所述第一服务人员发送了服务转移请求，依据所述服务转移请求为所述用户分配第三服务人员，并建立用户与所述第三服务人员的电话会议。
值得说明的是，所述用户与所述第三服务人员的电话会议可能是包含所述第一服务人员的三方会议，也有可能是仅仅包含用户与所述第三服务人员的电话会议。
以上的服务转移请求还包括以下两种形式：所述服务转移请求可以要求分配模块203指定分配给用户特定的第三服务人员，另外，在所述服务转移请求没有指定服务人员时，分配模块203根据所述电话联系表分配给用户除所述第一服务人员以外的第三服务人员。
通过上述功能模块204，本申请所提出的道路救援系统200可以在分配模块203为用户分配服务人员后，自动建立用户与服务人员的通话会议，且在服务人员需要协助时，可以进行服务转移，自动加入协助人员进行电话会议，使救援服务完成的更快，更高效，且减少了用户等待救援服务的时间。
进一步地，基于本申请道路救援系统200的上述第一至第五实施例，提出本申请的第六实施例(如图4所示)。本实施例中，所述的道路救援系统200还包括记录模块205，其中：
所述记录模块205，用于在所述通话建立模块204建立用户与所述服务人 员的电话会议后，在所述应用服务器2内存中记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
具体地，记录模块205记录并保存用户与所述服务人员的在所述电话会议中的通话记录包括以下形式：(1)记录模块205在用户与所述服务人员进行电话会议的过程中，进行电话录音。(2)记录模块205还在救援结束后发送调查请求给移动终端1的用户，要求用户对所有参与救援的服务人员进行满意度调查及改善建议，记录模块205收集用户的打分情况，对服务人员的满意度调查进行记录。
通过上述功能模块205，本申请所提出的道路救援系统200，还能够对救援服务过程中，用户与服务人员的救援过程进行全程跟踪，以及救援结束后对服务人员的服务进行满意度调查，实现了救援服务的可追踪性，且增加了用户的满意度。
此外，本申请还提出一种道路救援方法。
参阅图5所示，是本申请道路救援方法第一实施例的实施流程示意图。在本实施例中，根据不同的需求，图5所示的流程图中的步骤的执行顺序可以改变，某些步骤可以省略。
步骤S501，预先配置服务人员的电话联系表。
一般地，预先配置服务人员的电话联系表的方式可以是管理员在所述应用服务器2的后台通过数据库导入。预先配置服务人员的电话联系表的方式还可以是在前端页面服务人员通过在线注册的方式存储到数据库中。
所述预先配置的服务人员的电话联系表包括服务人员的电话、服务人员的地址、服务人员的工作年限以及服务人员的服务等级。所述服务人员的服务等级可以与所述服务人员的工作年限相关联。例如，服务年限在5年以上的服务人员可以定义为第一等级，服务年限在3年以上5年以下的服务人员定义为第二等级，服务年限在3年以下的服务人员定义为第三等级。
另外，为了更好地提升救援服务质量，所述服务等级的可以与用户对服务人员的满意度相关联。例如，应用服务器2搜集用户对服务人员的服务评价，所述服务评价可以通过打分的形式，或者5星评级的方式展现给用户进行服务满意度调查。当服务人员收到的好评(如，5星)超过第一预设个数(如，10个)时，所述服务人员的等级上升至上一等级，当上升至最高等级时不再上升。反之，当服务人员收到的差评(如，低于2星)超过第二预设个数(如，5个)时，降低所述服务人员的服务等级至下一等级。需要说明的是，本申请并不限于上文所述的服务等级划分方式，本领域技术人员根据需要可以修改服务等级划分方式为所需要的定义方式。
步骤S502，接收用户端发送的救援请求信息。
具体地，当用户碰到道路救援事件时，所述用户通过移动终端1的用户端发送救援请求信息到应用服务器2。所述救援请求信息还可以包含所述救援服务的紧急程度。本实施例中，用户还可以通过移动终端1的提示音及虚拟键盘 发送所处的救援服务紧急程度给应用服务器2。在另一实施例中，应用服务器2可以在预先配置服务人员的电话联系表中通过用户的电话号码识别用户的级别，并针对不同服务级别的用户配置不同等级的救援服务。例如，所述用户的级别包括普通用户及VIP用户。当所述用户的级别为VIP用户时，应用服务器2配置的给该VIP用户的服务人员必须半小时内到达救援现场。
步骤S503，根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员。
进一步地，应用服务器2根据所述用户端发送的所述救援请求信息根据预设规则从所述电话联系表中为用户分配服务人员。所述预设规则将在本申请道路救援方法的第二实施例及第三实施例(参阅图6及图7)进行详述。
步骤S504，分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
从上文可知，所述移动终端1用户端发送救援请求信息时，应用服务器2提取用户的第一电话号码。为用户分配服务人员后，应用服务器2从所述电话联系表中提取分配的服务人员的第二电话号码。应用服务器2拨叫所述第一电话号码，当用户的第一电话号码接通时，应用服务器2拨叫所述第二电话号码，这样，可从应用服务器2自动建立移动终端1的用户与所分配的服务人员间的电话会议，减少用户等待救援的时间。
通过上述步骤S501-504，本申请所提出的道路救援方法，首先，预先配置服务人员的电话联系表，其次，侦测移动终端用户所发送的救援请求信息，在接收到所述救援请求信息时查询所述应用服务器2的内存中的所述电话联系表，进而为用户分配服务人员，接着，所述应用服务器2分别拨叫用户与服务人员的电话以建立所述用户与所述服务人员的电话会议，使得所述应用服务器2能够根据移动终端1的用户发送的救援请求信息为用户自动分配服务人员，进而建立用户与服务人员的电话会议，避免了用户长时间等待服务人员的电话救援，救援服务无法及时处理。
如图6所示，是本申请道路救援方法的第二实施例的实施流程示意图。本实施例中，所述根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员的步骤包括：
步骤S601，根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；
步骤S602，按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；
步骤S603，依据所述优先级排序表给所述用户分配所述服务人员。
在一实施例中，所述预设参数包括获取用户的位置。应用服务器2按照服务人员距离用户的距离远近对所述电话联系表中所述服务人员的优先级进行权重值计算，距离用户的距离越近，权重值越大。应用服务器2计算完服务人员的权重值之后，按照所述权重值从大到小的顺序对应地对所述优先级进行 从高到低的排序，并选择优先级最高的服务人员分配给用户。本实施例中，应用服务器2可通过用户的移动终端1内置的GPS上传的位置信息而获取用户的位置。
在另一实施例中，所述预设参数包括获取用户的位置以及服务人员的服务等级。应用服务器2配置给预设参数用户的位置以及用户的救援紧急程度分别以不同的权重，例如分配给参数“用户的位置”权重为0.4，分配给参数“服务人员的服务等级”权重为0.6，现有三位服务人员A、B、C，其中，A、B、C距离用户的位置根据远近分别可以打分3分，2分，1分，而根据三位服务人员A、B、C的服务等级分别可以打分2分，1分，3分。计算三位服务人员相对于预设参数的权重值可得，A＝3分*0.4+2分*0.6＝2.4分；B＝2分*0.4+1分*0.6＝1.4分；C＝1分*0.4+3分*0.6＝2.2分。显然，所述应用服务器2按照所述权重值从大到小的顺序对应地对三位服务人员A、B、C的优先级进行从高到低的排序依次为A、C、B，并建立所述服务人员A、C、B的优先级排序表；以及依据所述优先级排序表给所述用户分配所述服务人员。例如，将优先级最高的服务人员A分配给用户。
通过上述步骤S601-S603，本申请所提出的道路救援方法，以通过预设参数高效的为用户分配服务人员,以使在为用户分配服务人员时结合预设的参数,对服务人员的分配更精确，更高效。
如图7所示，是本申请道路救援方法的第三实施例的实施流程示意图。本实施例中，所述依据所述优先级排序表给所述用户分配所述服务人员的步骤，进一步包括：
步骤S701，判断所述优先级排序表中所述服务人员的工作状态。
步骤S702，选择优先级最高的且未处于工作状态的服务人员分配给所述用户。
通过以上实施例，应用服务器2根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；以及依据所述优先级排序表给所述用户分配所述服务人员。本实施例中，应用服务器2从所述电话联系表中获取服务人员的工作状态，所述工作状态包括已经工作状态与未工作状态，为更简洁的表示，可将服务人员的工作状态定义为“忙”和“闲”。应用服务器2在建立了服务人员的优先级排序表后，判断所述优先级排序表中所述服务人员的工作状态，选择优先级最高的且未处于工作状态的服务人员分配给所述用户。当优先级最高的服务人员处于“忙”状态时，选择优先级排序表优先级次之且处于未工作状态的服务人员分配给用户。
通过上述步骤S701-S702，本申请所提出的道路救援方法，以通过预设参数高效的为用户分配服务人员，且加入对服务人员的工作状态进行判断，以使在为用户分配服务人员时，排除分配无效的服务人员，对服务人员的分配更精确，更高效。
如图8所示，是本申请道路救援方法的第四实施例的实施流程示意图。本实施例中，所述分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议的步骤，具体包括：
步骤S801，根据所述用户端发送的所述救援请求信息，提取所述用户的电话号码；
步骤S802，通过自动外呼系统拨叫所述用户的电话号码；
步骤S803，当所述用户的电话接通时，通过所述自动外呼系统拨叫分配给所述用户的第一服务人员的电话；
步骤S804，判断预设时间内所述第一服务人员的电话是否接通；当预设时间内所述第一服务人员的电话接通时，执行步骤S805，反之，当预设时间内所述第一服务人员的电话未接通时，执行步骤S806。
步骤S805，建立所述用户与所述第一服务人员的电话会议；及
步骤S806，选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。
通过上述步骤S801-S806，本申请所提出的道路救援方法，为防止用户过长事件等待救援服务，在预设时间(例如，2分钟)后，第一服务人员一直未接电话，应用服务器2会选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。本实施例，能够减少因为服务人员未及时接通电话而导致的救援时间浪费。
如图9所示，是本申请道路救援方法的第五实施例的实施流程示意图。本实施例中，所述分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议的步骤，还包括：
步骤S901，判断所述第一服务人员是否发送服务转移请求；当所述第一服务人员没有发送所述服务转移请求，执行步骤S902；反之，当所述第一服务人员发送了所述服务转移请求，执行步骤S903。
步骤S902，继续所述第一服务人员与用户的电话会议。
步骤S903，依据所述服务转移请求为所述用户分配第三服务人员，并建立用户与所述第三服务人员的电话会议。
值得说明的是，所述用户与所述第三服务人员的电话会议可能是包含所述第一服务人员的三方会议，也有可能是仅仅包含用户与所述第三服务人员的电话会议。
以上的服务转移请求还包括以下两种形式：所述服务转移请求可以要求应用服务器2指定分配给用户特定的第三服务人员，另外，在所述服务转移请求没有指定服务人员时，应用服务器2根据所述电话联系表分配给用户除所述第一服务人员以外的第三服务人员。
通过上述步骤S901-S903，本申请所提出的道路救援方法，可以在应用服务器2为用户分配服务人员后，自动建立用户与服务人员的通话会议，且在服 务人员需要协助时，可以进行服务转移，自动加入协助人员进行电话会议，使救援服务完成的更快，更高效，且减少了用户等待救援服务的时间。
进一步地，基于本申请道路救援方法的上述第一至第五实施例，提出本申请道路救援方法的第六实施例。
如图10所示，是本申请道路救援方法第六实施例的实施流程示意图。在本实施例中，根据不同的需求，图10所示的流程图中的步骤的执行顺序可以改变，某些步骤可以省略。
步骤S1001，配置服务人员的电话联系表。
步骤S1002，接收用户端发送的救援请求信息。
步骤S1003，所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员。
步骤S1004，分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
步骤S1005，记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
应用服务器2在建立用户与所述服务人员的电话会议后，在内存中记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
具体地，应用服务器2记录并保存用户与所述服务人员的在所述电话会议中的通话记录包括以下形式：(1)在用户与所述服务人员进行电话会议的过程中，进行电话录音。(2)在救援结束后发送调查请求给移动终端1的用户，要求用户对所有参与救援的服务人员进行满意度调查及改善建议，收集用户的打分情况，对服务人员的满意度调查进行记录。
通过上述步骤S1001-S1005，本申请所提出的道路救援方法，还能够在救援服务过程中，对用户与服务人员的救援过程进行全程跟踪，以及救援结束后对服务人员的服务进行满意度调查，实现了救援服务的可追踪性，且增加了用户的满意度。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的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(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种道路救援方法，应用于应用服务器，其特征在于，所述方法包括：
    预先配置服务人员的电话联系表；
    接收用户端发送的救援请求信息；
    根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；及
    分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
  2. 如权利要求1所述的道路救援方法，其特征在于，所述根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员的步骤，具体包括：
    根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；
    按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；及
    依据所述优先级排序表给所述用户分配所述服务人员。
  3. 如权利要求2所述的道路救援方法，其特征在于，所述依据所述优先级排序表给所述用户分配所述服务人员的步骤，具体包括：
    判断所述优先级排序表中所述服务人员的工作状态；及
    选择优先级最高的且未处于工作状态的服务人员分配给所述用户。
  4. 如权利要求2所述的道路救援方法，其特征在于，所述分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议的步骤，具体包括：
    根据所述用户端发送的所述救援请求信息，提取所述用户的电话号码；
    通过自动外呼系统拨叫所述用户的电话号码；
    当所述用户的电话接通时，通过所述自动外呼系统拨叫分配给所述用户的第一服务人员的电话；
    判断预设时间内所述第一服务人员的电话是否接通；
    当预设时间内所述第一服务人员的电话接通时，建立所述用户与所述第一服务人员的电话会议；及
    当预设时间内所述第一服务人员的电话未接通时，选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。
  5. 如权利要求1所述的道路救援方法，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述方法还包括：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  6. 如权利要求2所述的道路救援方法，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述方法还包括：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  7. 如权利要求3或4所述的道路救援方法，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述方法还包括：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  8. 一种应用服务器，其特征在于，所述应用服务器包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的道路救援系统，所述道路救援系统被所述处理器执行时实现如下步骤：
    预先配置服务人员的电话联系表；
    接收用户端发送的救援请求信息；
    根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；及
    分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
  9. 如权利要求8所述的应用服务器，其特征在于，所述根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员的步骤，具体包括：
    根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；
    按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；及
    依据所述优先级排序表给所述用户分配所述服务人员。
  10. 如权利要求9所述的应用服务器，其特征在于，所述依据所述优先级排序表给所述用户分配所述服务人员的步骤，具体包括：
    判断所述优先级排序表中所述服务人员的工作状态；及
    选择优先级最高的且未处于工作状态的服务人员分配给所述用户。
  11. 如权利要求9所述的应用服务器，其特征在于，所述分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议的步骤，具体包括：
    根据所述用户端发送的所述救援请求信息，提取所述用户的电话号码；
    通过自动外呼系统拨叫所述用户的电话号码；
    当所述用户的电话接通时，通过所述自动外呼系统拨叫分配给所述用户的第一服务人员的电话；
    判断预设时间内所述第一服务人员的电话是否接通；
    当预设时间内所述第一服务人员的电话接通时，建立所述用户与所述第一服务人员的电话会议；及
    当预设时间内所述第一服务人员的电话未接通时，选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。
  12. 如权利要求8所述的应用服务器，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述处理器还用于执行所述道路救援系统，以实现以下步骤：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  13. 如权利要求9所述的应用服务器，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述处理器还用于执行所述道路救援系统，以实现以下步骤：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  14. 如权利要求10或11所述的应用服务器，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述处理器还用于执行所述道路救援系统，以实现以下步骤：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  15. 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道路救援系统，所述道路救援系统可被至少一个处理器执行，所述道路救援系统被所述处理器执行时实现如下步骤：
    预先配置服务人员的电话联系表；
    接收用户端发送的救援请求信息；
    根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员；及
    分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议。
  16. 如权利要求15所述的计算机可读存储介质，其特征在于，所述根据所述用户端发送的所述救援请求信息从所述电话联系表中为用户分配服务人员的步骤，具体包括：
    根据预设参数对所述电话联系表中所述服务人员的优先级进行权重值计算；
    按照所述权重值从大到小的顺序对应地对所述优先级进行从高到低的排序，并建立所述服务人员的优先级排序表；及
    依据所述优先级排序表给所述用户分配所述服务人员。
  17. 如权利要求16所述的计算机可读存储介质，其特征在于，所述依据所述优先级排序表给所述用户分配所述服务人员的步骤，具体包括：
    判断所述优先级排序表中所述服务人员的工作状态；及
    选择优先级最高的且未处于工作状态的服务人员分配给所述用户。
  18. 如权利要求16所述的计算机可读存储介质，其特征在于，所述分别拨叫所述用户与所述服务人员的电话以建立所述用户与所述服务人员的电话会议的步骤，具体包括：
    根据所述用户端发送的所述救援请求信息，提取所述用户的电话号码；
    通过自动外呼系统拨叫所述用户的电话号码；
    当所述用户的电话接通时，通过所述自动外呼系统拨叫分配给所述用户 的第一服务人员的电话；
    判断预设时间内所述第一服务人员的电话是否接通；
    当预设时间内所述第一服务人员的电话接通时，建立所述用户与所述第一服务人员的电话会议；及
    当预设时间内所述第一服务人员的电话未接通时，选择所述优先级排序表中排名仅次于所述第一服务人员的第二服务人员并通过所述自动外呼系统拨叫所述第二服务人员电话。
  19. 如权利要求15或16所述的计算机可读存储介质，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述处理器还用于执行所述道路救援系统，以实现以下步骤：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
  20. 如权利要求15或16所述的计算机可读存储介质，其特征在于，在所述建立所述用户与所述服务人员的电话会议的步骤之后，所述处理器还用于执行所述道路救援系统，以实现以下步骤：
    记录并保存所述用户与所述服务人员在所述电话会议中的通话记录。
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