WO2019085399A1 - 呼叫控制方法、终端、设备以及计算机可读存储介质 - Google Patents

呼叫控制方法、终端、设备以及计算机可读存储介质 Download PDF

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Publication number
WO2019085399A1
WO2019085399A1 PCT/CN2018/082861 CN2018082861W WO2019085399A1 WO 2019085399 A1 WO2019085399 A1 WO 2019085399A1 CN 2018082861 W CN2018082861 W CN 2018082861W WO 2019085399 A1 WO2019085399 A1 WO 2019085399A1
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Prior art keywords
communication
agent
terminal
duration
record
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PCT/CN2018/082861
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English (en)
French (fr)
Inventor
胡超
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平安科技（深圳）有限公司
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Publication of WO2019085399A1 publication Critical patent/WO2019085399A1/zh

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2281—Call monitoring, e.g. for law enforcement purposes; Call tracing; Detection or prevention of malicious calls
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/36—Statistical metering, e.g. recording occasions when traffic exceeds capacity of trunks

Definitions

  • the present application relates to the field of computer technologies, and in particular, to a call control method, a terminal, a device, and a computer readable storage medium.
  • the number of calls made by the agent to the customer through the smart phone is more and more frequent.
  • the agent can use these smart phones to call the customer to introduce the business type and promote the business at any time.
  • the use of smart phones to frequently call the user to introduce the business will cause the customer's resent to a certain extent, and there are many fraudulent calls, harassing calls, advertising sales, etc. that have affected the lives of customers in the real society. Therefore, how to prevent it Customer resentment and the prevention of frequent harassment of customers by agents are currently a problem to be solved.
  • the embodiment of the present application provides a call control method, a terminal, a device, and a computer readable storage medium, which can prevent frequent harassment of a seat and cause a customer's objection.
  • the embodiment of the present application provides a call control method, which includes: acquiring behavior data of a seat terminal; acquiring a communication history record of the agent for the called party according to the behavior data; and determining the communication history record. Whether there is an illegal communication record; if there is an illegal communication record in the communication history record, an alarm is triggered.
  • the embodiment of the present application provides a call control terminal, where the terminal includes: a first acquiring unit, configured to acquire behavior data of the agent terminal; and a second acquiring unit, configured to acquire a seat target according to the behavior data.
  • the communication history record of the called party; the first determining unit is configured to determine whether there is an illegal communication record in the communication history record; and the triggering unit is configured to trigger an alarm if an illegal communication record exists in the communication history record.
  • an embodiment of the present application further provides a call control apparatus, including: a memory, configured to store a program for implementing a call control method; and a processor, configured to run a program for implementing a call control method stored in the memory And performing the following operations: acquiring behavior data of the agent terminal; acquiring, according to the behavior data, a communication history record of the agent for the called party; determining whether the communication history record has an illegal communication record; if the communication history record exists Illegal communication record, triggering an alarm.
  • a call control apparatus including: a memory, configured to store a program for implementing a call control method; and a processor, configured to run a program for implementing a call control method stored in the memory And performing the following operations: acquiring behavior data of the agent terminal; acquiring, according to the behavior data, a communication history record of the agent for the called party; determining whether the communication history record has an illegal communication record; if the communication history record exists Illegal communication record, triggering an alarm.
  • the embodiment of the present application further provides a computer readable storage medium, where the one or more computer programs are stored, and the one or more computer programs may be one or more Executing, by the processor, the following steps: acquiring behavior data of the agent terminal; acquiring, according to the behavior data, a communication history record of the agent for the called party; determining whether the communication history record has an illegal communication record; An illegal communication record exists in the record, triggering an alarm.
  • the embodiment of the present application can avoid frequent objection caused by frequent dialing, and further achieve reasonable allocation of external call tasks.
  • FIG. 1 is a schematic flowchart of a call control method according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a call control method according to an embodiment of the present application.
  • FIG. 3 is a schematic flowchart of a call control method according to another embodiment of the present application.
  • FIG. 4 is a schematic block diagram of a call control terminal according to an embodiment of the present application.
  • FIG. 5 is another schematic block diagram of a call control terminal according to an embodiment of the present application.
  • FIG. 6 is another schematic block diagram of a call control terminal according to an embodiment of the present application.
  • FIG. 7 is another schematic block diagram of a call control terminal according to an embodiment of the present application.
  • FIG. 8 is another schematic block diagram of a call control terminal according to an embodiment of the present application.
  • FIG. 9 is a schematic structural diagram of a call control device according to an embodiment of the present application.
  • FIG. 1 is a schematic flowchart of a call control method according to an embodiment of the present application.
  • the method can be run on terminals such as smart phones (such as Android phones, IOS phones, etc.), tablets, laptops, and smart devices.
  • the call control method described in the embodiment of the present application can automatically and in real time monitor the communication history record of the agent for the called party, so as to avoid the frequent objection caused by frequent dialing.
  • FIG. 1 is a schematic flowchart of a call control method provided by an embodiment of the present application. The method includes steps S101 to S104.
  • the agent refers to the job responsible for the daily customer service hotline, and the called party refers to the customer; wherein each agent is generally equipped with one agent and one agent terminal (such as a seat computer, a seat mobile phone or a seated fixed telephone, etc., at work, the agent actively calls out through the agent terminal to understand the customer's needs, and carries out related business or product sales.
  • one agent can correspond to one customer.
  • a seat can also correspond to multiple customers.
  • the behavior data of the agent is stored in a database corresponding to the management background, the database is associated with the agent terminal, and the behavior data of the agent terminal is recorded, and the behavior data of the agent terminal may be the number of times each call of the agent terminal, and the record The length of the call of the agent terminal per call, etc.; therefore, the behavior data stored in the data table can be obtained by connecting the database and reading the data table in the database.
  • the database stored in the behavior data of the agent terminal is a mysql database
  • the mysql database can be connected through JDBC to obtain the behavior data of the agent; wherein the execution logic of the JDBC connection mysql database is as follows:
  • execute the SQL statement provide three methods to execute the SQL statement in the Statement interface, namely executeQuery, executeUpdate and execute, where ResultSet executeQuery(String sqlString): execute the SQL statement querying the database, return a result set (ResultSet Object; int executeUpdate(String sqlString): used to execute INSERT, UPDATE or DELETE statements and SQL DDL statements, such as: CREATE TABLE and DROP TABLE; execute(sqlString): used to execute multiple result sets, multiple updates a statement of a count or a combination of both;
  • processing results, respectively, for the execution of the update returns the number of records affected by the operation
  • the result of the execution of the query is a ResultSet object, wherein the ResultSet contains all the rows in accordance with the conditions in the SQL statement, and it passes a set
  • the get method provides access to the data in these rows, using the access method of the result set (ResultSet) object to obtain the data;
  • the communication history record includes a communication duration or a dialing number
  • the obtaining agent's communication history record for the called party includes: obtaining a communication duration or a dialing number of the agent for the called party.
  • the behavior data includes the number of times each call of the agent terminal, or the duration of the call of the agent terminal per call, that is, the number of times the agent terminal records each call, or records the seat terminal.
  • the duration of the call of the secondary call, wherein the number of times the agent terminal calls each time is the number of dialing times, and the duration of the call of the agent terminal is the communication duration.
  • the communication history record of the agent obtained by the behavior data for the client may be a legal communication record within a normal setting/specified range, and the so-called legal communication record refers to whether the communication duration or the number of dialing times is consistent.
  • the allowed call duration or the number of allowed calls specified in the preset alarm mechanism may also be an illegal communication record that does not meet the preset alarm mechanism.
  • the so-called illegal communication record does not match the communication duration or the number of dialing times.
  • the allowed call duration or the number of allowed calls specified in the preset alarm mechanism, and the communication history record includes the communication duration or the number of dialing times.
  • the preset alarm mechanism is a management mechanism established in the management background to avoid agent harassment to the client.
  • different time periods may be specified, such as morning and afternoon time periods, or upper, middle, and Three time periods in the afternoon, etc., and in each time period, the number of calls that the agent can actively send to the same customer can be set, and the call for each call initiated by the same customer each time can be set in each time period. Duration, when the agent makes a successful active call each time, by recording the number of calls for the same customer in each time period, or recording the call duration for each call for the same customer, and judging the records recorded in each time period.
  • step S103 includes steps S201 to S202:
  • S201 Determine whether the communication duration is within a preset communication duration or determine whether the number of dialings is within a preset number of dialing times.
  • the communication duration is within a preset communication duration, that is, determining whether the communication duration of each dialing exceeds a predetermined communication duration.
  • the specified communication duration is 30 minutes
  • determining whether the number of times of dialing is within a preset number of dialing times, that is, determining whether the number of calls in each time period exceeds a specified number of calls, in this embodiment, for example, placing a call within a specified time period
  • the number of times is 5 times. If the number of current seat dials exceeds 5 times, it is determined that the current number of seat dials exceeds the specified number of allowed calls, or the current number of seat dials is not within the preset number of dialed times.
  • the management background can automatically activate the preset alarm mechanism and An alarm is issued. Or, if the current agent dialing number is not within the preset dialing number range, it is determined that there is an illegal communication record in the current communication history record, and the management background can automatically activate the preset alarm mechanism and issue an alarm if there is an illegal communication record.
  • an alarm is triggered, which specifically includes: when the number of calls sent by the agent to the called party (customer) is greater than the number of allowed calls in different time periods, the trigger is triggered.
  • the buzzer alarm in the terminal for example, when the number of calls made by the agent to the customer during the noon time period is greater than the number of allowed calls, the buzzer in the agent computer, the agent mobile phone or the seat fixed call is triggered, and an audible alarm is activated.
  • the audible alarm can be an alarm sound, which can be set to: "The current call has been exceeded, please note!;
  • the light source device alarm in the terminal is triggered; for example, when the agent sends the number of calls to the customer in the afternoon time period is greater than
  • the light source device in the seat computer, the seat mobile phone or the seated fixed telephone is triggered, and the light source alarm is activated, that is, the illumination light carried in the seat computer, the seat mobile phone or the seat fixed telephone is generated, and the light flashing is generated, the illumination is generated.
  • the light can be a flash on the seat terminal;
  • the buzzer and the light source device in the triggering terminal simultaneously alarm to remind the agent of the current alarm state; for example, Based on the combination of the buzzer and the light source device, when the alarm device composed of the above two devices is triggered, the sound and light are characterized, and an alarm is issued more prominently, so as to play an alarm role in the audiovisual effect.
  • the embodiment of the present application obtains the behavior data of the agent terminal, obtains the communication history record of the agent for the called party according to the behavior data, and determines whether there is an illegal communication record in the communication history record, if the communication history There is an illegal communication record in the record, which triggers an alarm.
  • the automatic and real-time monitoring of the agent's communication history record for the called party is avoided, so as to avoid the frequent reversal of the customer, and further realize the reasonable allocation of the external call task.
  • FIG. 3 is a schematic flowchart of a call control method according to an embodiment of the present application.
  • the method can be run on terminals such as smart phones (such as Android phones, IOS phones, etc.), tablets, laptops, and smart devices. As shown in FIG. 3, the method includes steps S301 to S305.
  • the communication duration and the dialing frequency of the agent as long as the agent has made a call with the client, or the agent dials the number to the customer, the call record and the dialing record are stored in the database, and the call record can be stored in the database.
  • the communication duration and dialing frequency are used as behavior data for the agent to communicate.
  • each call will be evaluated by the client, and the customer evaluation record for each call of the agent will be stored in the database, and the customer's evaluation may be used as a seat. Behavioral data on complaints.
  • the communication history record includes a communication duration or a dialing number
  • the obtaining agent's communication history record for the called party includes: obtaining a communication duration or a dialing number of the agent for the called party.
  • the behavior data includes the number of times each call of the agent terminal, or the duration of the call of the agent terminal per call, that is, the number of times the agent terminal records each call, or records the seat terminal.
  • the duration of the call of the secondary call, wherein the number of times the agent terminal calls each time is the number of dialing times, and the duration of the call of the agent terminal is the communication duration.
  • the communication history record of the agent obtained by the behavior data for the client may be a legal communication record within a normal setting/specified range, and the so-called legal communication record refers to whether the communication duration or the number of dialing times is consistent.
  • the allowed call duration or the number of allowed calls specified in the preset alarm mechanism may also be an illegal communication record that does not meet the preset alarm mechanism.
  • the so-called illegal communication record does not match the communication duration or the number of dialing times.
  • the allowed call duration or the number of allowed calls specified in the preset alarm mechanism, and the communication history record includes the communication duration or the number of dialing times.
  • the preset alarm mechanism is a management mechanism established in the management background to avoid agent harassment to the client.
  • different time periods may be specified, such as morning and afternoon time periods, or upper, middle, and Three time periods in the afternoon, etc., and in each time period, the number of calls that the agent can actively send to the same customer can be set, and the call for each call initiated by the same customer each time can be set in each time period. Duration, when the agent makes a successful active call each time, by recording the number of calls for the same customer in each time period, or recording the call duration for each call for the same customer, and judging the records recorded in each time period.
  • an alarm is triggered, which specifically includes: when the number of calls sent by the agent to the called party (customer) is greater than the number of allowed calls in different time periods, the trigger is triggered.
  • the buzzer alarm in the terminal for example, when the number of calls made by the agent to the customer during the noon time period is greater than the number of allowed calls, the buzzer in the agent computer, the agent mobile phone or the seat fixed call is triggered, and an audible alarm is activated.
  • the audible alarm can be an alarm sound, which can be set to: "The current call has been exceeded, please note!;
  • the light source device alarm in the terminal is triggered; for example, when the agent sends the number of calls to the customer in the afternoon time period is greater than
  • the light source device in the seat computer, the seat mobile phone or the seated fixed telephone is triggered, and the light source alarm is activated, that is, the illumination light carried in the seat computer, the seat mobile phone or the seat fixed telephone is generated, and the light flashing is generated, the illumination is generated.
  • the light can be a flash on the seat terminal;
  • the buzzer and the light source device in the triggering terminal are simultaneously alerted to remind the agent that the current number of calls is in an alarm state; For example, based on the combination of the buzzer and the light source device, when the alarm device composed of the above two devices is triggered, the sound and light are characterized, and an alarm is issued more prominently, so as to play an alarm role in the audiovisual effect. .
  • the embodiment of the present application further provides a call control terminal, where the terminal 100 includes: a first acquiring unit 101, a second obtaining unit 102, a first determining unit 103, and a triggering unit. 104.
  • the first obtaining unit 101 is configured to acquire behavior data of the agent terminal.
  • the second obtaining unit 102 is configured to acquire, according to the behavior data, a communication history record of the agent for the called party.
  • the first determining unit 103 is configured to determine whether an illegal communication record exists in the communication history record.
  • the triggering unit 104 is configured to trigger an alarm if an illegal communication record exists in the communication history record. It can be seen from the above that the embodiment of the present application obtains the behavior data of the agent terminal, obtains the communication history record of the agent for the called party according to the behavior data, and determines whether there is an illegal communication record in the communication history record, if the communication history There is an illegal communication record in the record, which triggers an alarm. The automatic and real-time monitoring of the agent's communication history record for the called party is avoided, so as to avoid the frequent reversal of the customer, and further realize the reasonable allocation of the external call task.
  • the trigger unit 104 includes:
  • a first triggering unit 1041 configured to trigger a buzzer alarm in the terminal
  • a second triggering unit 1042 configured to trigger a light source device alarm in the terminal
  • the third triggering unit 1043 is configured to trigger the buzzer and the light source device in the terminal to simultaneously alarm to remind the agent that the agent is currently in an alarm state.
  • the communication history record includes a communication duration or a dialing number; the second obtaining unit 102 includes:
  • the second obtaining sub-unit 1021 is configured to acquire a communication duration or a dialing number of the agent for the called party.
  • the communication history record includes a communication duration or a number of dialing times; the first determining unit 103 includes:
  • the first determining sub-unit 1031 is configured to determine whether the communication duration is within a preset communication duration or determine whether the dialing number is within a preset dialing number range.
  • the determining unit 1032 is configured to determine that an illegal communication record exists in the communication history record if the communication duration is not within a preset communication duration or the number of dialings is not within a predetermined number of times.
  • the embodiment of the present application further provides a call control terminal, where the terminal 200 includes: a first acquisition subunit 201, a third acquisition subunit 202, and a second acquisition unit 203.
  • the first determining unit 204 and the triggering unit 205 are included in the terminal 200 .
  • the first obtaining subunit 201 is configured to obtain, according to the communication duration and the dialing frequency of the agent, the behavior data of the agent and the called party to communicate.
  • the third obtaining sub-unit 202 is configured to obtain behavior data of the agent being complained according to the evaluation given by the called party.
  • the second obtaining unit 203 is configured to obtain, according to the behavior data, a communication history record of the agent for the called party.
  • the first determining unit 204 is configured to determine whether an illegal communication record exists in the communication history record.
  • the triggering unit 205 is configured to trigger an alarm if an illegal communication record exists in the communication history record.
  • the above call control terminal can be implemented in the form of a computer program that can be run on a device as shown in FIG.
  • FIG. 9 is a schematic structural diagram of a call control device according to the present application.
  • the device may be a terminal or a server, wherein the terminal may be a communication-enabled electronic device such as a smart phone, a tablet computer, a notebook computer, a desktop computer, a personal digital assistant, and a wearable device.
  • the server can be a standalone server or a server cluster consisting of multiple servers.
  • the computer device 500 includes a processor 502, a non-volatile storage medium 503, an internal memory 504, and a network interface 505 connected by a system bus 501.
  • the non-volatile storage medium 503 of the computer device 500 can store an operating system 5031 and a computer program 5032 that, when executed, can cause the processor 502 to perform a call control method.
  • the processor 502 of the computer device 500 is used to provide computing and control capabilities to support the operation of the entire computer device 500.
  • the internal memory 504 provides an operating environment for the operating system 5031 and the computer program 5032 in the non-volatile storage medium 503 to be cached.
  • the network interface 505 of the computer device 500 is used to perform network communications, such as sending assigned tasks and the like. It will be understood by those skilled in the art that the structure shown in FIG.
  • the processor 502 performs the following operations: acquiring behavior data of the agent terminal; acquiring, according to the behavior data, a communication history record of the agent for the called party; determining whether the communication history record has an illegal communication record; An illegal communication record exists in the communication history record, and an alarm is triggered.
  • the triggering alarm includes: triggering a buzzer alarm in the terminal; or
  • the obtaining the behavior data of the agent comprises: acquiring, according to the communication duration and the dialing frequency of the agent, behavior data of the communication between the agent and the called party; obtaining the location according to the evaluation given by the called party The behavior data of the agent being complained about.
  • the communication history record includes a communication duration or a number of dialing times; and the obtaining a communication history of the agent for the called party includes: obtaining a communication duration or a dialing number of the agent for the called party.
  • the communication history record includes a communication duration or a number of dialing times; and determining whether the communication history record has an illegal communication record includes: determining whether the communication duration is within a preset communication duration or determining Whether the number of dialing times is within a preset number of dialing times; if the length of the communication is not within the preset communication duration or the number of dialings is not within the specified number of times, it is determined that there is an illegal communication record in the communication history record.
  • the embodiment of the call control device shown in FIG. 9 does not constitute a limitation on the specific configuration of the call control device.
  • the call control device may include more or less than the illustration. Parts, or combine some parts, or different parts.
  • the call control device includes only the memory and the processor. In such an embodiment, the structure and function of the memory and the processor are the same as those of the embodiment shown in FIG. 9, and details are not described herein again.
  • the application provides a computer readable storage medium storing one or more computer programs, the one or more computer programs being executable by one or more processors to implement the call control described above method.
  • the foregoing storage medium of the present application includes: a magnetic disk, an optical disk, a read-only memory (ROM), and the like, which can store various program codes.
  • the units in all the embodiments of the present application may be implemented by a general-purpose integrated circuit, such as a CPU (Central Processing Unit), or by an ASIC (Application Specific Integrated Circuit).
  • a general-purpose integrated circuit such as a CPU (Central Processing Unit), or by an ASIC (Application Specific Integrated Circuit).
  • the steps in the call control method in the embodiment of the present application may be sequentially adjusted, merged, and deleted according to actual needs.
  • the units in the call control terminal in this embodiment of the present application may be combined, divided, and deleted according to actual needs.

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Abstract

本申请实施例公开了一种呼叫控制方法、终端、设备以及计算机可读存储介质，其中，所述方法包括：获取坐席终端的行为数据，根据所述行为数据获取坐席针对被呼叫方的通讯历史记录，判断所述通讯历史记录中是否存在非法通讯记录，若所述通讯历史记录中存在非法通讯记录，触发告警。本申请实施例通过自动并实时地监控坐席针对被呼叫方的通讯历史记录，以避免频繁拨号造成客户的反感，并进一步达到对外呼叫任务的合理分配。

Description

呼叫控制方法、终端、设备以及计算机可读存储介质
本申请要求于2017年11月2日提交中国专利局、申请号为CN 201711063091.3、申请名称为“呼叫控制方法、终端、设备以及计算机可读存储介质”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
本申请涉及计算机技术领域，尤其涉及一种呼叫控制方法、终端、设备以及计算机可读存储介质。
背景技术
随着业务发展的需要，坐席通过智能手机给客户打电话的次数越来越频繁，坐席可以随时使用这些智能手机与客户打电话介绍业务类型和推广业务。但是，坐席利用智能手机频繁地给用户打电话介绍业务会在一定程度上造成客户的反感，而且现实社会中又存在很多诈骗电话、骚扰电话、广告推销等已经影响客户的生活，因此，如何防止客户反感以及防止坐席频繁的骚扰客户是目前而言亟待解决的问题。
发明内容
有鉴于此，本申请实施例提供一种呼叫控制方法、终端、设备以及计算机可读存储介质，可以防止坐席的频繁骚扰造成客户的反感。
第一方面，本申请实施例提供了一种呼叫控制方法，该方法包括：获取坐席终端的行为数据；根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；判断所述通讯历史记录中是否存在非法通讯记录；若所述通讯历史记录中存在非法通讯记录，触发告警。
另一方面，本申请实施例提供了一种呼叫控制终端，所述终端包括：第一获取单元，用于获取坐席终端的行为数据；第二获取单元，用于根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；第一判断单元，用于判断所述通讯历史记录中是否存在非法通讯记录；触发单元，用于若所述通讯历史记录中 存在非法通讯记录，触发告警。
又一方面，本申请实施例还提供了一种呼叫控制设备，包括：存储器，用于存储实现呼叫控制方法的程序；以及处理器，用于运行所述存储器中存储的实现呼叫控制方法的程序，以执行如下操作：获取坐席终端的行为数据；根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；判断所述通讯历史记录中是否存在非法通讯记录；若所述通讯历史记录中存在非法通讯记录，触发告警。
再一方面，本申请实施例还提供了一种计算机可读存储介质，所述计算机可读存储介质存储有一个或者一个以上计算机程序，所述一个或者一个以上计算机程序可被一个或者一个以上的处理器执行，以实现如下步骤：获取坐席终端的行为数据；根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；判断所述通讯历史记录中是否存在非法通讯记录；若所述通讯历史记录中存在非法通讯记录，触发告警。
本申请实施例可以避免频繁拨号造成客户的反感，并进一步达到对外呼叫任务的合理分配。
附图说明
为了更清楚地说明本申请实施例技术方案，下面将对实施例描述中所需要使用的附图作简单地介绍，显而易见地，下面描述中的附图是本申请的一些实施例，对于本领域普通技术人员来讲，在不付出创造性劳动的前提下，还可以根据这些附图获得其他的附图。
图1是本申请实施例提供的一种呼叫控制方法的示意流程图；
图2是本申请实施例提供的一种呼叫控制方法的示意流程图；
图3是本申请另一实施例提供的一种呼叫控制方法的示意流程图；
图4是本申请实施例提供的一种呼叫控制终端的示意性框图；
图5是本申请实施例提供的一种呼叫控制终端的另一示意性框图；
图6是本申请实施例提供的一种呼叫控制终端的另一示意性框图；
图7是本申请实施例提供的一种呼叫控制终端的另一示意性框图；
图8是本申请实施例提供的一种呼叫控制终端的另一示意性框图；
图9是本申请实施例提供的一种呼叫控制设备的结构组成示意图。
具体实施方式
下面将结合本申请实施例中的附图，对本申请实施例中的技术方案进行清楚、完整地描述，显然，所描述的实施例是本申请一部分实施例，而不是全部的实施例。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。
请参阅图1，图1为本申请实施例提供的一种呼叫控制方法的示意流程图。该方法可以运行在智能手机(如Android手机、IOS手机等)、平板电脑、笔记本电脑以及智能设备等终端中。本申请实施例所述的呼叫控制方法可以通过自动并实时地监控坐席针对被呼叫方的通讯历史记录，以避免频繁拨号造成客户的反感。图1是本申请实施例提供的呼叫控制方法的示意流程图。该方法包括步骤S101～S104。
S101，获取坐席终端的行为数据。
在本申请实施例中，一般情况下，坐席指的是负责日常的客户服务热线电话的工作岗位，被呼叫方指的是客户；其中，每个坐席一般配备一个坐席员以及一台坐席终端(如坐席电脑、坐席手机或者坐席固话等)，工作时，坐席员通过坐席终端主动呼出以了解客户需求，并进行相关业务或者产品的销售，在本实施例中，一个坐席可以对应一个客户，一个坐席也可以对应多个客户。
可选的，坐席的行为数据存储在管理后台对应的数据库中，该数据库关联坐席终端，并记录坐席终端的行为数据，所述坐席终端的行为数据可以是坐席终端每次呼叫的次数，以及记录坐席终端每次呼叫的通话时长等等；因此，可以通过连接数据库的方式，并读取数据库中的数据表，以获取数据表中存储的行为数据。
需要说明的是，在本实施例中，坐席终端的行为数据所存储的数据库为mysql数据库，可以通过JDBC方式连接mysql数据库以获取坐席的行为数据；其中，JDBC连接mysql数据库的执行逻辑如下：
1)、加载JDBC驱动程序，即在连接数据库之前，首先需要加载想要连接的数据库的驱动到JVM(Java虚拟机)，这通过java.lang.Class类的静态方法forName(String className)实现；
2)、提供JDBC连接的URL，在连接URL中定义了连接数据库时的协议、 子协议以及数据源标识；
3)、创建数据库的连接，在连接数据库时，需要向java.sql.DriverManager请求并获取Connection对象，该Connection对象代表一个数据库的连接，然后使用DriverManager的getConnectin(String url，String username，String password)方法传入指定的欲连接的数据库的路径、数据库的用户名和密码来获得；
4)、创建一个Statement，即要执行SQL语句，必须获取java.sql.Statement实例，其中该Statement实例分为以下几种类型：执行静态SQL语句、执行动态SQL语句、执行数据库存储过程；
5)、执行SQL语句，在Statement接口中提供了三种执行SQL语句的方法，分别是executeQuery、executeUpdate和execute，其中ResultSet executeQuery(String sqlString)：执行查询数据库的SQL语句，返回一个结果集(ResultSet)对象；int executeUpdate(String sqlString)：用于执行INSERT、UPDATE或DELETE语句以及SQL DDL语句，如：CREATE TABLE和DROP TABLE等；execute(sqlString)：用于执行返回多个结果集、多个更新计数或二者组合的语句；
6)、处理结果，分别为执行更新返回的是本次操作影响到的记录数、执行查询返回的结果为一个ResultSet对象，其中，ResultSet包含符合SQL语句中条件的所有行，并且它通过一套get方法提供了对这些行中数据的访问，使用结果集(ResultSet)对象的访问方法获取数据；
7)、关闭JDBC对象，操作完成以后要把所有使用的JDBC对象全都关闭，以释放JDBC资源，关闭顺序和声明顺序相反，分别为：关闭记录集、关闭声明、关闭连接对象。
S102，根据所述行为数据获取坐席针对被呼叫方的通讯历史记录。
在本申请实施例中，所述通讯历史记录包括通讯时长或者拨号次数，所述获取坐席针对被呼叫方的通讯历史记录，包括：获取坐席针对被呼叫方的通讯时长或者拨号次数。在本实施例中，所述行为数据包含了坐席终端每次呼叫的次数，或者记录坐席终端每次呼叫的通话时长，即所述通讯历史记录坐席终端每次呼叫的次数，或者记录坐席终端每次呼叫的通话时长，其中，坐席终端每次呼叫的次数即为拨号次数，坐席终端每次呼叫的通话时长即为通讯时长。
S103，判断所述通讯历史记录中是否存在非法通讯记录。
在本申请实施例中，通过所述行为数据获取的坐席针对客户的通讯历史记录，可以是正常设置/规定范围内的合法通讯记录，所谓合法通讯记录指的是不管通讯时长或者拨号次数均符合预设告警机制中规定的被允许的通话时长或者被允许的呼叫次数，也可以是不符合预设告警机制中规定的非法通讯记录，所谓非法通讯记录即不管是通讯时长或者拨号次数均不符合预设告警机制中规定的被允许的通话时长或者被允许的呼叫次数，所述通讯历史记录包括通讯时长或者拨号次数。
需要说明的是，所述预设告警机制为建立在管理后台以避免坐席骚扰到客户的管理机制，在该机制中，可以规定不同时间段，如上午和下午两时间段、或者上、中、下午三个时间段等，并可以在每个时间段中设置坐席最高能够主动对同一个客户发出的呼叫次数，也可以在每个时间段中设置针对同一个客户每次主动发出的呼叫的通话时长，当坐席每次成功主动呼叫时，通过记录每个时间段内针对同一个客户的呼叫次数，或者记录针对同一个客户的每次呼叫的通话时长，并判断每个时间段内所记录的呼叫次数是否超出规定呼叫次数、或者判断每次呼叫的通话时长是否超出规定的通话时长，当每个时间段内所记录的呼叫次数超出规定呼叫次数、或者每次呼叫的通话时长超出规定的通话时长时，发出告警。
进一步地，如图2所示，步骤S103包括步骤S201～S202：
S201，判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内。
在本申请实施例中，判断所述通讯时长是否在预设通讯时长范围内，即判断判断每次拨号的通讯时长是否超出规定的通讯时长，在本实施例中，例如，规定的通讯时长为30分钟，若当前坐席拨号的通讯时长超过30分钟，即判断当前通讯时长超出规定的通讯时长，或者当前通讯时长不在预设通讯时长范围内。或者，判断所述拨号次数是否在预设拨号次数范围内，即判断判断每个时间段内的呼叫次数是否超出规定呼叫次数，在本实施例中，例如，在规定时间段内的发出呼叫的次数为5次，若当前坐席拨号次数超过5次，即判断当前坐席拨号次数超出规定的允许发出呼叫的次数，或者当前坐席拨号次数不在预设拨号次数范围内。
S202，若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规 定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
在本申请实施例中，若当前通讯时长不在预设通讯时长范围内，判定当前通讯历史记录中存在非法通讯记录，在存在非法通讯记录的前提下，管理后台便可以自动激活预设告警机制并发出告警。或者，若当前坐席拨号次数不在预设拨号次数范围内，判定当前通讯历史记录中存在非法通讯记录，在存在非法通讯记录的前提下，管理后台便可以自动激活预设告警机制并发出告警。
S104，若所述通讯历史记录中存在非法通讯记录，触发告警。
在本申请实施例中，若所述通讯历史记录中存在非法通讯记录，触发告警，具体包括：当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的蜂鸣器告警；例如，当坐席在中午时间段内对客户发出的呼叫次数大于允许呼叫次数时，触发坐席电脑、坐席手机或者坐席固话中的蜂鸣器，启动声音告警，该声音告警可以为警报提示音，该警报提示音可以设置为：“当前呼叫已超次数，请注意！”；
或者，当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的光源装置告警；例如，当坐席在下午时间段内对客户发出的呼叫次数大于允许呼叫次数时，触发坐席电脑、坐席手机或者坐席固话中的光源装置，启动光源告警，即，通过开启坐席电脑、坐席手机或者坐席固话中携带的照明灯，并产生灯光闪烁，该照明灯可以为坐席终端上的闪光灯；
或者，当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于的告警状态；例如，基于蜂鸣器、光源装置的两种组合，在触发上述两种装置组成的告警装置时，以声、光为特点，更突出的发出告警，以使得在视听效果上起到告警的作用。
由以上可见，本申请实施例通过获取坐席终端的行为数据，根据所述行为数据获取坐席针对被呼叫方的通讯历史记录，判断所述通讯历史记录中是否存在非法通讯记录，若所述通讯历史记录中存在非法通讯记录，触发告警，通过自动并实时地监控坐席针对被呼叫方的通讯历史记录，以避免频繁拨号造成客户的反感，并进一步达到对外呼叫任务的合理分配。
请参阅图3，图3是本申请实施例提供的一种呼叫控制方法的示意流程图。 该方法可以运行在智能手机(如Android手机、IOS手机等)、平板电脑、笔记本电脑以及智能设备等终端中。如图3所示，该方法包括步骤S301～S305。
S301，根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据。
在本申请实施例中，例如，坐席的通讯时长和拨号频率，只要坐席与客户进行过通话，或者坐席对客户拨过号，这些通话记录以及拨号记录就会存储至数据库中，可以将所述通讯时长和拨号频率作为坐席进行通讯的行为数据。
S302，根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
在本申请实施例中，例如，坐席对客户进行过通话后，每次通话都会得到客户的评价，针对坐席每次通话的客户评价记录就会存储至数据库中，可以将客户的评价作为坐席被投诉的行为数据。
S303，根据所述行为数据获取坐席针对被呼叫方的通讯历史记录。
在本申请实施例中，所述通讯历史记录包括通讯时长或者拨号次数，所述获取坐席针对被呼叫方的通讯历史记录，包括：获取坐席针对被呼叫方的通讯时长或者拨号次数。在本实施例中，所述行为数据包含了坐席终端每次呼叫的次数，或者记录坐席终端每次呼叫的通话时长，即所述通讯历史记录坐席终端每次呼叫的次数，或者记录坐席终端每次呼叫的通话时长，其中，坐席终端每次呼叫的次数即为拨号次数，坐席终端每次呼叫的通话时长即为通讯时长。
S304，判断所述通讯历史记录中是否存在非法通讯记录。
在本申请实施例中，通过所述行为数据获取的坐席针对客户的通讯历史记录，可以是正常设置/规定范围内的合法通讯记录，所谓合法通讯记录指的是不管通讯时长或者拨号次数均符合预设告警机制中规定的被允许的通话时长或者被允许的呼叫次数，也可以是不符合预设告警机制中规定的非法通讯记录，所谓非法通讯记录即不管是通讯时长或者拨号次数均不符合预设告警机制中规定的被允许的通话时长或者被允许的呼叫次数，所述通讯历史记录包括通讯时长或者拨号次数。
需要说明的是，所述预设告警机制为建立在管理后台以避免坐席骚扰到客户的管理机制，在该机制中，可以规定不同时间段，如上午和下午两时间段、或者上、中、下午三个时间段等，并可以在每个时间段中设置坐席最高能够主动对同一个客户发出的呼叫次数，也可以在每个时间段中设置针对同一个客户 每次主动发出的呼叫的通话时长，当坐席每次成功主动呼叫时，通过记录每个时间段内针对同一个客户的呼叫次数，或者记录针对同一个客户的每次呼叫的通话时长，并判断每个时间段内所记录的呼叫次数是否超出规定呼叫次数、或者判断每次呼叫的通话时长是否超出规定的通话时长，当每个时间段内所记录的呼叫次数超出规定呼叫次数、或者每次呼叫的通话时长超出规定的通话时长时，发出告警。
S305，若所述通讯历史记录中存在非法通讯记录，触发告警。
在本申请实施例中，若所述通讯历史记录中存在非法通讯记录，触发告警，具体包括：当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的蜂鸣器告警；例如，当坐席在中午时间段内对客户发出的呼叫次数大于允许呼叫次数时，触发坐席电脑、坐席手机或者坐席固话中的蜂鸣器，启动声音告警，该声音告警可以为警报提示音，该警报提示音可以设置为：“当前呼叫已超次数，请注意！”；
或者，当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的光源装置告警；例如，当坐席在下午时间段内对客户发出的呼叫次数大于允许呼叫次数时，触发坐席电脑、坐席手机或者坐席固话中的光源装置，启动光源告警，即，通过开启坐席电脑、坐席手机或者坐席固话中携带的照明灯，并产生灯光闪烁，该照明灯可以为坐席终端上的闪光灯；
或者，当坐席在不同时间段内对被呼叫方(客户)发出的呼叫次数大于允许呼叫次数时，触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前呼叫次数处于的告警状态；例如，基于蜂鸣器、光源装置的两种组合，在触发上述两种装置组成的告警装置时，以声、光为特点，更突出的发出告警，以使得在视听效果上起到告警的作用。
请参阅图4，对应上述一种呼叫控制方法，本申请实施例还提出一种呼叫控制终端，该终端100包括：第一获取单元101、第二获取单元102、第一判断单元103、触发单元104。
其中，所述第一获取单元101，用于获取坐席终端的行为数据。
第二获取单元102，用于根据所述行为数据获取坐席针对被呼叫方的通讯历史记录。
第一判断单元103，用于判断所述通讯历史记录中是否存在非法通讯记录。
触发单元104，用于若所述通讯历史记录中存在非法通讯记录，触发告警。由以上可见，本申请实施例通过获取坐席终端的行为数据，根据所述行为数据获取坐席针对被呼叫方的通讯历史记录，判断所述通讯历史记录中是否存在非法通讯记录，若所述通讯历史记录中存在非法通讯记录，触发告警，通过自动并实时地监控坐席针对被呼叫方的通讯历史记录，以避免频繁拨号造成客户的反感，并进一步达到对外呼叫任务的合理分配。
如图5所示，所述触发单元104，包括：
第一触发单元1041，用于触发终端中的蜂鸣器告警；或者，
第二触发单元1042，用于触发终端中的光源装置告警；或者，
第三触发单元1043，用于触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
如图6所示，所述通讯历史记录包括通讯时长或者拨号次数；所述第二获取单元102，包括：
第二获取子单元1021，用于获取坐席针对被呼叫方的通讯时长或者拨号次数。
如图7所示，所述通讯历史记录包括通讯时长或者拨号次数；第一判断单元103，包括：
第一判断子单元1031，用于判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内。
判定单元1032，用于若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
请参阅图8，对应上述一种呼叫控制方法，本申请实施例还提出一种呼叫控制终端，该终端200包括：第一获取子单元201、第三获取子单元202、第二获取单元203、第一判断单元204、触发单元205。
其中，所述第一获取子单元201，用于根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据。
第三获取子单元202，用于根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
第二获取单元203，用于根据所述行为数据获取坐席针对被呼叫方的通讯历 史记录。
第一判断单元204，用于判断所述通讯历史记录中是否存在非法通讯记录。
触发单元205，用于若所述通讯历史记录中存在非法通讯记录，触发告警。上述呼叫控制终端可以实现为一种计算机程序的形式，计算机程序可以在如图9所示的设备上运行。
图9为本申请一种呼叫控制设备的结构组成示意图。该设备可以是终端，也可以是服务器，其中，终端可以是智能手机、平板电脑、笔记本电脑、台式电脑、个人数字助理和穿戴式设备等具有通信功能的电子设备。服务器可以是独立的服务器，也可以是多个服务器组成的服务器集群。参照图9，该计算机设备500包括通过系统总线501连接的处理器502、非易失性存储介质503、内存储器504和网络接口505。其中，该计算机设备500的非易失性存储介质503可存储操作系统5031和计算机程序5032，该计算机程序5032被执行时，可使得处理器502执行一种呼叫控制方法。该计算机设备500的处理器502用于提供计算和控制能力，支撑整个计算机设备500的运行。该内存储器504为非易失性存储介质503中的操作系统5031和计算机程序5032提供高速缓存的运行环境。计算机设备500的网络接口505用于进行网络通信，如发送分配的任务等。本领域技术人员可以理解，图9中示出的结构，仅仅是与本申请方案相关的部分结构的框图，并不构成对本申请方案所应用于其上的计算机设备的限定，具体的计算机设备可以包括比图中所示更多或更少的部件，或者组合某些部件，或者具有不同的部件布置。其中，所述处理器502执行如下操作：获取坐席终端的行为数据；根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；判断所述通讯历史记录中是否存在非法通讯记录；若所述通讯历史记录中存在非法通讯记录，触发告警。
在一个实施例中，所述触发告警，包括：触发终端中的蜂鸣器告警；或者，
触发终端中的光源装置告警；或者，触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
在一个实施例中，所述获取坐席的行为数据，包括：根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据；根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
在一个实施例中，所述通讯历史记录包括通讯时长或者拨号次数；所述获 取坐席针对被呼叫方的通讯历史记录，包括：获取坐席针对被呼叫方的通讯时长或者拨号次数。
在一个实施例中，所述通讯历史记录包括通讯时长或者拨号次数；所述判断所述通讯历史记录中是否存在非法通讯记录，包括：判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内；若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
本领域技术人员可以理解，图9中示出的呼叫控制设备的实施例并不构成对呼叫控制设备具体构成的限定，在其他实施例中，呼叫控制设备可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。例如，在一些实施例中，呼叫控制设备以仅包括存储器及处理器，在这样的实施例中，存储器及处理器的结构及功能与图9所示实施例一致，在此不再赘述。
本申请提供了一种计算机可读存储介质，计算机可读存储介质存储有一个或者一个以上计算机程序，所述一个或者一个以上计算机程序可被一个或者一个以上的处理器执行，以实现上述呼叫控制方法。
本申请前述的存储介质包括：磁碟、光盘、只读存储记忆体(Read-Only Memory，ROM)等各种可以存储程序代码的介质。
本申请所有实施例中的单元可以通过通用集成电路，例如CPU(Central Processing Unit，中央处理器)，或通过ASIC(Application Specific Integrated Circuit，专用集成电路)来实现。
本申请实施例呼叫控制方法中的步骤可以根据实际需要进行顺序调整、合并和删减。
本申请实施例呼叫控制终端中的单元可以根据实际需要进行合并、划分和删减。
以上所述，仅为本申请的具体实施方式，但本申请的保护范围并不局限于此，任何熟悉本技术领域的技术人员在本申请揭露的技术范围内，可轻易想到各种等效的修改或替换，这些修改或替换都应涵盖在本申请的保护范围之内。因此，本申请的保护范围应以权利要求的保护范围为准。

Claims (20)

  1. 一种呼叫控制方法，其特征在于，所述方法包括：
    获取坐席终端的行为数据；
    根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；
    判断所述通讯历史记录中是否存在非法通讯记录；
    若所述通讯历史记录中存在非法通讯记录，触发告警。
  2. 如权利要求1所述的呼叫控制方法，其特征在于，所述触发告警，包括：
    触发终端中的蜂鸣器告警；或者，
    触发终端中的光源装置告警；或者，
    触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
  3. 如权利要求1所述的呼叫控制方法，其特征在于，所述获取坐席终端的行为数据，包括：
    根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据；
    根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
  4. 如权利要求1所述的呼叫控制方法，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述获取坐席针对被呼叫方的通讯历史记录，包括：
    获取坐席针对被呼叫方的通讯时长或者拨号次数。
  5. 如权利要求1所述的呼叫控制方法，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述判断所述通讯历史记录中是否存在非法通讯记录，包括：
    判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内；
    若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
  6. 一种呼叫控制终端，其特征在于，所述终端包括：
    第一获取单元，用于获取坐席终端的行为数据；
    第二获取单元，用于根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；
    第一判断单元，用于判断所述通讯历史记录中是否存在非法通讯记录；
    触发单元，用于若所述通讯历史记录中存在非法通讯记录，触发告警。
  7. 如权利要求6所述的呼叫控制终端，其特征在于，所述触发单元，包括：
    第一触发单元，用于触发终端中的蜂鸣器告警；或者，
    第二触发单元，用于触发终端中的光源装置告警；或者，
    第三触发单元，用于触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
  8. 如权利要求6所述的呼叫控制终端，其特征在于，所述第一获取单元，包括：
    第一获取子单元，用于根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据；
    第三获取子单元，用于根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
  9. 如权利要求6所述的呼叫控制终端，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述第二获取单元，包括：
    第二获取子单元，用于获取坐席针对被呼叫方的通讯时长或者拨号次数。
  10. 如权利要求6所述的呼叫控制终端，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；第一判断单元，包括：
    第一判断子单元，用于判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内。
  11. 一种呼叫控制设备，其特征在于，包括：
    存储器，用于存储实现呼叫控制方法的程序；以及
    处理器，用于运行所述存储器中存储的实现呼叫控制方法的程序，以执行才下操作：
    获取坐席终端的行为数据；
    根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；
    判断所述通讯历史记录中是否存在非法通讯记录；
    若所述通讯历史记录中存在非法通讯记录，触发告警。
  12. 如权利要求11所述的设备，其特征在于，所述触发告警，包括：
    触发终端中的蜂鸣器告警；或者，
    触发终端中的光源装置告警；或者，
    触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
  13. 如权利要求11所述的设备，其特征在于，所述获取坐席终端的行为数据，包括：
    根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据；
    根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
  14. 如权利要求11所述的设备，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述获取坐席针对被呼叫方的通讯历史记录，包括：
    获取坐席针对被呼叫方的通讯时长或者拨号次数。
  15. 如权利要求11所述的设备，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述判断所述通讯历史记录中是否存在非法通讯记录，包括：
    判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内；
    若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
  16. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质存储有一个或者一个以上计算机程序，所述一个或者一个以上计算机程序可被一个或者一个以上的处理器执行，以实现以下步骤：
    获取坐席终端的行为数据；
    根据所述行为数据获取坐席针对被呼叫方的通讯历史记录；
    判断所述通讯历史记录中是否存在非法通讯记录；
    若所述通讯历史记录中存在非法通讯记录，触发告警。
  17. 如权利要求16所述的计算机可读存储介质，其特征在于，所述触发告警，包括：
    触发终端中的蜂鸣器告警；或者，
    触发终端中的光源装置告警；或者，
    触发终端中的蜂鸣器及光源装置同时告警，以提醒坐席当前处于告警状态。
  18. 如权利要求16所述的计算机可读存储介质，其特征在于，所述获取坐席终端的行为数据，包括：
    根据坐席的通讯时长和拨号频率，获取所述坐席与被呼叫方进行通讯的行为数据；
    根据被呼叫方给出的评价，获取所述坐席被投诉的行为数据。
  19. 如权利要求16所述的计算机可读存储介质，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述获取坐席针对被呼叫方的通讯历史记录，包括：
    获取坐席针对被呼叫方的通讯时长或者拨号次数。
  20. 如权利要求16所述的计算机可读存储介质，其特征在于，所述通讯历史记录包括通讯时长或者拨号次数；所述判断所述通讯历史记录中是否存在非法通讯记录，包括：
    判断所述通讯时长是否在预设通讯时长范围内或者判断所述拨号次数是否在预设拨号次数范围内；
    若所述通讯时长不在预设通讯时长范围内或者所述拨号次数不在规定次数范围内，判定所述通讯历史记录中存在非法通讯记录。
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