WO2019085301A1 - Procédé, appareil et dispositif de rétroaction d'appel manqué pour un téléphone fixe, et support de stockage lisible - Google Patents

Procédé, appareil et dispositif de rétroaction d'appel manqué pour un téléphone fixe, et support de stockage lisible Download PDF

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Publication number
WO2019085301A1
WO2019085301A1 PCT/CN2018/074616 CN2018074616W WO2019085301A1 WO 2019085301 A1 WO2019085301 A1 WO 2019085301A1 CN 2018074616 W CN2018074616 W CN 2018074616W WO 2019085301 A1 WO2019085301 A1 WO 2019085301A1
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WO
WIPO (PCT)
Prior art keywords
missed call
agent
landline
phone number
mobile phone
Prior art date
Application number
PCT/CN2018/074616
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English (en)
Chinese (zh)
Inventor
徐恺
Original Assignee
平安科技（深圳）有限公司
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Filing date
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Publication of WO2019085301A1 publication Critical patent/WO2019085301A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/82—Line monitoring circuits for call progress or status discrimination

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a feedback method, apparatus, device, and computer readable storage medium for a missed call of a landline.
  • the main purpose of the present application is to provide a feedback method, device, device and computer readable storage medium for a missed call of a landline, which aims to solve the technical problem that the agent can not give timely feedback to the user at night or during non-working days.
  • the present application provides a feedback method for a missed call of a landline, and the method includes:
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  • the method further includes:
  • the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
  • the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to an associated mobile phone number or other instant messaging application.
  • the method further includes:
  • the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
  • the method further includes:
  • the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
  • the details of the missed call are sent to the agent associated with the matched customer phone number.
  • the method further includes:
  • the method further includes:
  • the caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number
  • the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
  • the present application further provides a feedback device for a missed call of a landline, the device comprising:
  • the association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
  • the sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the present application further provides a feedback device for a missed call of a landline, wherein the feedback device of the missed call of the base station includes a processor, a network interface, a user interface, and a memory, where the base station is stored in the memory.
  • a feedback program for receiving an incoming call the processor is configured to execute a feedback procedure of the missed call of the landline to implement the following steps:
  • the present application further provides a computer readable storage medium, wherein the computer readable storage medium stores a feedback program of a missed call of the landline, and the feedback program of the missed call of the landline is executed by the processor.
  • the method, device, device and computer readable storage medium for the missed call of the landline proposed by the present application are associated with the mobile phone number of the agent or other instant messaging application by the seat phone number corresponding to the agent; when the agent corresponds When the landline has a missed call, the detailed information of the missed call is obtained; then the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, so that the agent can Keep up with customers in time, avoid when users want to know about various products or want to buy products, no agents to follow up, lead customers to abandon the desire to buy, or through other companies to buy, so as to improve the speed of feedback customers, improve the company's net recommendation value.
  • FIG. 1 is a schematic flow chart of a first embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 2 is a schematic flow chart of a second embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 3 is a schematic flow chart of a fourth embodiment of a method for feeding back a missed call of a landline according to the present application;
  • FIG. 4 is a schematic flow chart of a fifth embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 5 is a schematic flow chart of a sixth embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
  • the main solution of the embodiment of the present application is: associating and binding the landline phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application; and obtaining the missed call when the landed phone corresponding to the agent has a missed call Detailed information; then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user wanting to understand various
  • the product or product wants to buy there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
  • the embodiment of the present application considers that, in the prior art, at night or during non-working days, at this time, the agent generally does not go to work. If the user calls in at this time, generally cannot receive it, and when it is necessary to go to the seat to take a vacation, the reference is not Answering the call and then replying to the customer is not conducive to timely feedback to the user.
  • the embodiment of the present application provides a feedback method for the missed call of the landline, by associating the phone number corresponding to the seat with the mobile phone number of the agent or other instant messaging application; when the seat corresponding to the seat has When receiving a call, obtain the detailed information of the missed call; then send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time
  • there is no agent to follow up which leads to the customer's desire to abandon the purchase, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation value.
  • the application provides a feedback method for a missed call of a landline.
  • FIG. 1 is a schematic flowchart of a first embodiment of a feedback method for a missed call of a landline of the present application.
  • the method includes:
  • Step S10 associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the phone number corresponding to the agent can be associated with the mobile phone number of the agent or other instant messaging application by using a server in a computer or other intelligent terminal, wherein the other instant messaging application can be WeChat, QQ. Wait.
  • a landline may correspond to multiple seats.
  • the working time system of the agent's work is a shift system, for example, the working time of the A agent is from 8:00 am to 4:00 pm, and the working time of the B agent is From 4 pm to 10 pm, there may be two seats for the same landline. Therefore, when the seat phone number corresponding to the agent and the mobile phone number of the agent are used, the name or job number of the agent can be further noted. The seat makes a difference.
  • Step S20 When the landed phone corresponding to the agent has a missed call, obtain detailed information of the missed call;
  • the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
  • Step S30 Send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user. Further, before sending the detailed information of the missed call to the associated mobile phone number or other instant messaging application, it may further determine whether the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, determine the current landline Whether the number of corresponding agents exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. If the caller number of the currently missed call is the phone number of the customer associated with the agent, the details of the missed call are sent to the agent associated with the client.
  • the feedback method for the missed call of the landline is associated with the mobile phone number of the agent or other instant messaging application by the mobile phone number corresponding to the agent; when the landed phone corresponding to the agent has a missed call, the method is obtained.
  • the details of the missed call then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user thinking
  • you understand a variety of products or want to buy a product there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
  • a second embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S40 determining whether the caller number of the missed call exists in the customer information preservation system
  • Step S50 If the caller number of the missed call is present in the user information storage system, look for the client corresponding to the caller number of the missed call;
  • Step S60 determining whether the corresponding client has a corresponding binding agent
  • Step S70 If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent;
  • step S30 is performed.
  • the caller number of the missed call exists in the customer information storage system, that is, whether the customer corresponding to the caller number of the missed call is contacted. If the caller number of the missed call exists in the user information storage system, the client corresponding to the caller number of the missed call is found; and then it is determined whether the corresponding client has a corresponding a bound agent; if the corresponding client has a correspondingly bound agent, extracting the communication number of the corresponding bound agent, and transmitting the detailed information of the missed call to the communication of the corresponding bound agent The number, so that the corresponding agent can contact the customer in time, and send the detailed information of the missed call to the communication number of the corresponding bound agent.
  • the binding agent can contact the customer to improve the quality of the customer service and improve the user experience. If the corresponding client does not have a corresponding binding agent, the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application.
  • the feedback method for the missed call of the landline is determined by determining whether the caller number of the missed call exists in the customer information storage system; if the caller number of the missed call exists in the user information storage system, Determining a client corresponding to the caller number of the missed call; determining whether the corresponding client has a corresponding bound agent; if the corresponding client has a corresponding bound agent, extracting the corresponding bound agent
  • the communication number is sent to the corresponding communication number of the agent, so as to improve the quality of the customer service and improve the user experience. Otherwise, the detailed information of the missed call is sent to the association.
  • Mobile number or other instant messaging application to provide timely feedback to customers.
  • the first embodiment of the feedback method based on the missed call of the base station of the present application provides a third embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  • a third party number database needs to be extracted, where the third party number is extracted.
  • the database is a database for storing telephones such as harassing calls, scams, and mediations.
  • the database is generally stored in a server or a cloud disk, and the mobile terminal can send an access or download request to the server or the cloud disk to obtain an access or download server or The permission of the data in the database in the cloud disk, and then matching the number information with the number in the number database to confirm whether the number included in the number information is a harassing phone, a fraud phone, an intermediary, etc., thereby avoiding Users call back harassing calls, scam calls, mediations, etc., and are harassed and scammed by harassing calls, fraudulent calls, and intermediaries.
  • the missed call is not a harassing call, a fraudulent call, an intermediary, or the like, and the fraudulent harassment and the like may be excluded, and the missed call may be cancelled at this time.
  • the details are sent to the associated mobile number or other instant messaging application.
  • the feedback method for the missed call of the landline provided by the embodiment is obtained by extracting the third party number database, and matching the number information with the number in the number database; when the number information does not match the consistent number in the number database
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, thereby being harassed and scammed by harassing calls, fraudulent calls, intermediary calls, and the like.
  • a fourth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S80 determining whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
  • Step S90 If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and the contact information associated with each agent are extracted;
  • Step S100 matching the caller number of the missed call with the extracted contact information of the customer
  • Step S110 When matching a consistent customer phone number, send the detailed information of the missed call to the agent associated with the matched customer phone number.
  • the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, whether the number of agents corresponding to the current landline exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. Specifically, the customer and contact information associated with each agent are extracted, and then the caller number of the missed call is matched with the extracted contact information of the customer; when the matching customer phone number is matched, the missed call is The details are sent to the agent associated with the matching customer phone number. The customer's contacted agent gives feedback to the customer, and there is more information about the customer's understanding. Therefore, letting the bound agent contact the customer can improve the quality of the customer service and improve the user experience.
  • the feedback method for the missed call of the base station determines whether the seat coupled to the current landline and the corresponding mobile phone number are greater than one; if the seat associated with the current landline and the corresponding mobile phone number are greater than one, each of the extracted
  • the customer and contact information associated with the agent match the caller number of the missed call with the extracted customer contact method; when matching the consistent customer phone number, send the detailed information of the missed call to the matched one.
  • the agent associated with the customer's phone number gives feedback to the customer through the agent that the customer has contacted, and the information about the customer is more, so that the bound agent can contact the customer, which can improve the quality of the customer service and improve the user experience.
  • a fourth embodiment of the feedback method for the missed call of the base station of the present application is proposed based on the fourth embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S110 further includes:
  • Step S120 If the matching customer phone number is not matched, compare the number of clients associated with each agent;
  • Step S130 Send the detailed information of the missed call to the agent with the smallest number of clients.
  • the caller number corresponding to the missed call is matched with the extracted contact information of the customer, if the matching customer phone number is not matched, the number of clients associated with each agent is compared; The details of the missed call are sent to the agent with the fewest number of customers, thus improving the rationality of the customer's distribution.
  • a sixth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S140 acquiring the caller number of the missed call, and performing initial replacement of the caller number
  • step S150 the caller number after the initial replacement of the line is inversely replaced, and the caller number can be converted into a virtual phone number
  • Step S160 acquiring the virtual caller number, and transferring the mobile phone number associated with the agent through the converted virtual caller number;
  • Step S170 the caller number of the missed call is returned by the converted virtual caller number.
  • the detailed information of the missed call may be sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, but SMS or WeChat way to remind, the user may not use the mobile terminal at the current time, so the user may not notice the received SMS or WeChat at the first time, when the customer has a more urgent situation, the user cannot be the first Time is processed, so there are other ways to let users communicate with customers in the first place.
  • the caller number of the missed call is obtained, and the caller number is encrypted by the public key encryption method, so that the information of the client is protected, and the phone number information of the client is prevented from being leaked; specifically, the DES in the public key encryption method can be used.
  • the algorithm encrypts the incoming line number.
  • DES is called Data.
  • Encryption Standard the data encryption standard, is a block algorithm that uses key encryption. The initial replacement is performed. The function is to recombine the input 64-bit data blocks in bits and divide the output into two parts, L0 and R0. The part is 32 bits long.
  • the replacement rule is to change the 58th digit of the input to the first digit, the 50th digit to the 2nd digit, and so on, and the last digit is the original 7th digit.
  • the mobile terminal has When the call comes in, the user will know the first time, so the user can communicate with the customer in the first time through the transition medium.
  • the caller number of the missed call is obtained, and the caller number is initially replaced; and the caller number after the initial replacement is reverse-replaced,
  • the caller number is converted into a virtual phone number; the virtual caller number is obtained, and the mobile phone number associated with the agent is transferred through the converted virtual caller number; and the caller number of the missed call is retrieved through the converted virtual caller number, so that the user can be Communicate with customers at one time to improve the user experience.
  • the embodiment of the present application further provides a feedback device for a missed call of a landline, and the device includes:
  • the association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
  • the sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the specific embodiment of the feedback device for the missed call of the base station of the present application is substantially the same as the embodiment of the feedback method for the missed call of the base station, and details are not described herein.
  • the embodiment of the present application further provides a feedback device for the missed call of the landline.
  • FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
  • the feedback device of the landline missed call may include: a processor 1001, such as a CPU, a network interface 1002, a user interface 1003, and a memory 1004. Connection communication between these components can be achieved via a communication bus.
  • the network interface 1002 may optionally include a standard wired interface (for connecting to a wired network), a wireless interface (such as a WI-FI interface, a Bluetooth interface, an infrared interface, etc. for connecting to a wireless network).
  • the user interface 1003 can include a display, an input unit such as a keyboard, and the optional user interface 1003 can also include a standard wired interface (eg, for connecting a wired keyboard, a wired mouse, etc.) and/or a wireless interface (eg, Used to connect a wireless keyboard, wireless mouse).
  • the memory 1004 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
  • the memory 1004 can also optionally be a storage device independent of the aforementioned processor 1001.
  • the feedback device of the landline missed call may further include a camera, RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
  • RF Radio
  • RF Radio
  • the feedback device structure of the landline missed call shown in FIG. 6 does not constitute a limitation of the feedback device for the missed call of the base machine, and may include more or less components than the illustration, or a combination thereof. Some components, or different component arrangements.
  • the memory 1004 as a computer storage medium may include an operating system, a network communication module, a user interface module, and a feedback program for the missed call of the landline.
  • the operating system is a program for managing and controlling the feedback device hardware and software resources of the missed call of the landline, and supports the network communication module, the user interface module, the feedback program of the missed call of the landline, and the operation of other programs or software;
  • the management and control network interface 1002 is used to manage and control the user interface 1003.
  • the network interface 1002 is mainly used for connecting to the database and performing data communication with the database; the user interface 1003 is mainly used for connecting the client (which can be understood as the client), and the client.
  • Performing data communication such as displaying information to the client through a window, or receiving operation information sent by the client; and the processor 1001 may be configured to execute a feedback program of the missed call of the landline stored in the memory 1004 to implement the missed call of the landline.
  • Feedback method The steps of the various embodiments.
  • the embodiment of the present application further provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to implement the above
  • the feedback method of the missed call of the landline is the steps of the embodiments.
  • 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 cell phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods of various embodiments of the present application.

Abstract

La présente invention concerne un procédé de rétroaction d'appel manqué pour un téléphone fixe. Le procédé consiste à : associer et lier un numéro de téléphone fixe correspondant à un agent avec un numéro de téléphone mobile ou avec d'autres applications de messagerie instantanée de l'agent ; lorsque le téléphone fixe correspondant à l'agent a un appel manqué, acquérir des informations détaillées de l'appel manqué ; et envoyer les informations détaillées de l'appel manqué au numéro de téléphone mobile associé ou aux autres applications de messagerie instantanée associées pour inviter l'agent à suivre l'utilisateur. La présente invention concerne également un appareil et un dispositif de rétroaction d'appel manqué pour un téléphone fixe, ainsi qu'un support de stockage lisible par ordinateur. Selon la présente invention, des agents peuvent suivre des clients à temps, de telle sorte que la vitesse de rétroaction d'utilisateur peut être améliorée, et le score de promoteur net de sociétés peut être accru.
PCT/CN2018/074616 2017-10-31 2018-01-30 Procédé, appareil et dispositif de rétroaction d'appel manqué pour un téléphone fixe, et support de stockage lisible WO2019085301A1 (fr)

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CN201711062147.3A CN107819669B (zh) 2017-10-31 2017-10-31 座机未接来电的反馈方法、装置、设备及可读存储介质
CN201711062147.3 2017-10-31

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CN102427456A (zh) * 2011-12-12 2012-04-25 重庆全策网络科技有限公司 信息保密呼叫控制方法
CN104184871A (zh) * 2013-05-27 2014-12-03 腾讯科技（深圳）有限公司 一种提示骚扰电话号码的方法和装置
CN105721714A (zh) * 2016-04-20 2016-06-29 努比亚技术有限公司 未接来电提示方法、装置及系统

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