WO2019184208A1

WO2019184208A1 - Visualization ivr implementation method and apparatus, computer device and storage medium

Info

Publication number: WO2019184208A1
Application number: PCT/CN2018/101617
Authority: WO
Inventors: 刘玉治
Original assignee: 平安科技（深圳）有限公司
Priority date: 2018-03-27
Filing date: 2018-08-22
Publication date: 2019-10-03
Also published as: CN108833196B; CN108833196A

Abstract

Disclosed in the embodiments of the present application are a visualization IVR implementation method and apparatus, a computer device and a storage medium. The method comprises: establishing an H5 interface under the framework of H5; initiating a test request to an IVR system by means of the H5 interface; upon receipt of a confirmation instruction to the test request, establishing a test channel between the H5 interface and the IVR system; performing an automated test according to the established test channel and the backend media service component of the H5 interface; and acquiring an automated test result and displaying same at a corresponding position of the H5 interface.

Description

Visualization IVR implementation method, device, computer device and storage medium

This application claims the priority of the Chinese patent application filed on March 27, 2018, the Chinese Patent Office, the application number is CN 201810258556.9, and the application name is "Visual IVR implementation method, device, computer equipment and storage medium", the entire contents of which are The citations are incorporated herein by reference.

Technical field

The present application relates to the field of computer technologies, and in particular, to a method, an apparatus, a computer device, and a storage medium for implementing a visual IVR.

Background technique

In the prior art, the test of the IVR (Interactive Voice Response) system flow does not have a complete tool to complete. If the test is performed manually by module, the test process is very time consuming, inefficient and workload. Very large; in addition, when the test content is very complicated, if you rely on manual testing and sorting out the test results, the error rate is also very high.

Summary of the invention

In view of this, the embodiments of the present application provide a method, an apparatus, a computer device, and a storage medium for implementing the visual IVR, which can implement the testing process of the IVR system, greatly improve the testing efficiency, and improve the user experience.

In one aspect, the embodiment of the present application provides a visual IVR implementation method, including: establishing an H5 interface under the framework of H5; initiating a test request to the IVR system through the H5 interface; and receiving confirmation for the test request The instruction establishes a test channel of the H5 interface and the IVR system; performs an automated test according to the established test channel and the background media service component of the H5 interface; obtains an automated test result and displays it at a corresponding position of the H5 interface.

On the other hand, the embodiment of the present application provides a visual IVR implementation apparatus, where the apparatus includes: a first establishing unit, configured to establish an H5 interface under the framework of H5; and an initiating unit, configured to pass the H5 interface to the IVR system. Initiating a test request; a second establishing unit, configured to: establish a test channel of the H5 interface and the IVR system if receiving the confirmation instruction for the test request; and an automated test unit, configured to: according to the established test channel and the H5 interface The background media service component performs automated testing; the first display unit is configured to obtain automated test results and display at corresponding positions of the H5 interface.

In still another aspect, an embodiment of the present application further provides a computer device, including a memory, a processor, and a computer program stored on the memory and executable on the processor, where the processor executes the computer program The visual IVR implementation method as described above is implemented.

In still another aspect, 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 The processor executes to implement the visualized IVR implementation method as described above.

The visualized IVR implementation method described in the embodiment of the present application can implement the testing process of the IVR system, greatly improve the testing efficiency, and improve the user experience.

DRAWINGS

In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings used in the description of the embodiments will be briefly described below. Obviously, the drawings in the following description are some embodiments of the present application, For the ordinary technicians, other drawings can be obtained based on these drawings without any creative work.

FIG. 1 is a schematic flowchart of a method for implementing a visualized IVR according to an embodiment of the present application;

2 is a schematic flowchart of a method for implementing a visualized IVR according to an embodiment of the present application;

3 is a schematic flowchart of a method for implementing a visualized IVR according to an embodiment of the present application;

4 is a schematic flowchart of a method for implementing a visualized IVR according to another embodiment of the present application;

FIG. 5 is a schematic diagram showing a method for implementing a visualized IVR according to an embodiment of the present application; FIG.

FIG. 6 is a schematic flowchart of a method for implementing a visual IVR according to another embodiment of the present application; FIG.

FIG. 7 is a schematic block diagram of a visualized IVR implementation apparatus according to an embodiment of the present application; FIG.

FIG. 8 is another schematic block diagram of a visualized IVR implementation apparatus according to an embodiment of the present application; FIG.

FIG. 9 is another schematic block diagram of a visualized IVR implementation apparatus according to an embodiment of the present application; FIG.

FIG. 10 is another schematic block diagram of a visualized IVR implementation apparatus according to an embodiment of the present application; FIG.

FIG. 11 is another schematic block diagram of a visualized IVR implementation apparatus according to an embodiment of the present application;

FIG. 12 is a schematic structural diagram of a computer device according to an embodiment of the present application.

detailed description

The technical solutions in the embodiments of the present application are clearly and completely described in the following with reference to the drawings in the embodiments of the present application. It is obvious that the described embodiments are a part of the embodiments of the present application, and not all of the embodiments. All other embodiments obtained by a person of ordinary skill in the art based on the embodiments of the present application without departing from the inventive scope are the scope of the present application.

Please refer to FIG. 1. FIG. 1 is a schematic flowchart of a method for implementing a visualized IVR 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 visualized IVR implementation method described in the embodiment of the present application can implement the testing process of the IVR system, greatly improve the testing efficiency, and improve the user experience. FIG. 1 is a schematic flowchart of a method for implementing a visual IVR provided by an embodiment of the present application. The method includes steps S101 to S105.

S101, an H5 interface is established under the framework of H5. In the embodiment of the present application, the method for establishing an H5 interface through the H5 framework mainly includes the following steps: 1) page design, 2) logical control, and 3) support for physical key return; wherein, for page design, first need to determine your page needs. Including the views, in general, in order to be able to explain the problem, we only need to build three views, namely the home page, the list page and the list details page. The logical relationship between the three pages is: page start, default to the home page, click the button of the home page Switch to the list page, click the button on the list page to switch to the list details page, click the back button or the physical back button to return to the previous page. Specifically, programming through the HTML code and establishing the H5 interface, in the established H5 interface, the view page needs to be set to be absolutely positioned, and the same width as the parent container, so that the view can be smoothly switched, and also needs to be set. For the transition effect of page switching, we use the transition attribute of CSS3. The specific parameters are not limited here. The view page is set by the above method. When the value of the specific parameter in the view page is changed, the view page is translated by the transition effect defined in the style, and the duration is 0.4s. It should be noted that the IVR (Interactive Voice Response) system is a powerful telephone automatic service system. It uses a pre-recorded or TTS text-to-speech technology to automatically answer the voice of the system, providing a menu navigation function for customers, mainly in the call center system. The process of using the IVR system by the user may be: (1) the user can input information to the enterprise host through the button or voice selection on the IVR system, and obtain various services by self-service, so that the service representative has more time to serve the special request. (2) Users can handle multiple incoming calls through the IVR system. When receiving incoming calls, they can automatically initiate processing by asking for relevant information such as internal ID, supplier ID, agent ID, etc. (3) The design of the IVR takes care of the caller from all aspects. In call distribution, the call can be automatically assigned according to the optimal algorithm or according to the user's indication. Before transferring the call to the artificial agent, find the most suitable route transfer call, that is, find the most suitable agent to answer the call. Specific customers can arrange for someone to answer; give priority to important customers, minimize their waiting time, and so on.

S102. Send a test request to the IVR system through the H5 interface. In the embodiment of the present application, if an H5 interface is established, a test request is initiated to the IVR system through the H5 interface, where the test request is an HTTP request, and the so-called HTTP request includes a message first line, a resource request method, a resource identifier, and a used identifier. Agreement. Specifically, the domain name DNS of the input URL is parsed out of the IP address, and the connection is established with the IVR system according to the IP address and the default 80 port through the H5 interface, and then the HTTP request header of the get type is assembled according to the URL, and the H5 interface is adopted. The sending interface is sent to the IVR system. Optionally, the HTTP request header assembled into the URL is sent to the target server of the IVR system.

Further, as shown in FIG. 2, the step S102 includes steps S201 to S203.

S201. Receive test request information sent by a user. In the embodiment of the present application, the test request information includes at least a test request identifier, and the test request identifier is used to uniquely point to a test task in the IVR system.

S202. Parse the test request keyword from the test request information sent by the user. In the embodiment of the present application, the test request information includes a test request identifier, and the parsing the test request information to obtain a test request keyword specifically includes the following steps: parsing the test request information to obtain a test request identifier Determine the test request keyword by testing the request identifier. Specifically, the test request information is parsed by a preset parsing tool and an automatic parsing script in the parsing tool. For example, a preset parsing tool such as CapAnalysis (visualized test information parsing tool), specifically, the parsing tool automatically scans first. The test requests information, obtains the name of the test request information, and parses the test request information by using the obtained name, and can obtain a test request identifier, such as a recorded data operation, a voice broadcast, a collection case, a process jump, Call forwarding, etc., the test request identifier may be determined by the test request identifier, and the method for determining the test request keyword may be based on the number of characters of the parsed test request identifier, and the test request identifier is set according to a preset ratio. The specified number of characters are extracted as test request keywords, for example, the test request keyword of "recorded data operation" is "recorded data", for example, the test request keyword of "voice broadcast" is "voice" and the like.

S203. The terminal sends the test request keyword to the IVR system through the H5 interface. In the embodiment of the present application, the H5 interface sends the test request keyword to the IVR system through the wireless communication network technology, and the specific process is: in the wireless communication network technology, the request keyword is first converted into an ASCII code, and a report is generated. The message is generated by the UDP protocol of the transport layer to generate a packet with the UDP protocol, and then the UDP protocol is used to deliver the packet with the UDP protocol to the IP protocol of the network layer, and the packet is delivered to the link layer by the IP protocol. The Ethernet protocol of the protocol sends the message to the network card through the Ethernet protocol. At this time, the message is divided into several frames and sent to the network through the physical layer in the form of 0101. Then, the switch receives the message that is divided by the message. The frame is restored to the Ethernet protocol packet. The switch searches its MAC address table according to the MAC address in the packet header of the Ethernet protocol packet, finds the corresponding outgoing interface, and sends the packet out of the outbound interface. The packet is sent to the gateway device. When the gateway receives the packet, it finds its own routing table and FIB table according to the IP address in the packet header, finds the next hop address, and then The packet is sent to the next hop, and finally the gateway of the IVR system is found, and the message of the IVR system is sent to the IVR system. When the IVR system receives the packet, the packet is stripped of the packet header, and Revert to the test request keyword to complete the operation of sending the test request keyword to the IVR system.

S103. If an acknowledgement command for the test request is received, establish a test channel of the H5 interface and the IVR system. In the embodiment of the present application, before testing, a test channel of the H5 and IVR system is established through a terminal (such as a PC), and the test channel may be a specific data channel for the IVR system to be tested, or may be used for information. The common channel of the transmission, in this embodiment, the test channel may be formed by an open interface of the H5 interface and an interface of the IVR system. Specifically, the open interface of the H5 interface is connected with the interface of the IVR system, and is formed. Test channels for information transfer between the H5 interface and the IVR system, as well as data interaction.

Further, as shown in FIG. 3, the step S103 includes steps S301 to S304.

S301. Determine a first connection interface in the H5 interface. In this embodiment, multiple connection interfaces exist in the H5 interface for the user to connect with the IVR system to implement interaction between the H5 interface and the IVR system. In this embodiment, multiple connections in the H5 interface are possible. The interface is optionally one as a first connection interface for providing a channel for communication between the H5 interface and the IVR system. The connection interface may be, but not limited to, a WiFi (Wireless Fidelity) interface, or may be Bluetooth.

S302. Determine, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system. In the embodiment of the present application, the first connection interface is determined to have a two-way communication function according to the first connection interface selected by the user, and the communication interface having the two-way communication function is selected in the IVR system to match the determined first connection interface. Because there are many different types of communication interfaces in the IVR system, the interface of the one-way communication function does not meet the communication requirements of the H5 interface and the IVR system.

S303. Create a test channel mapping relationship between the first connection interface and the second connection interface. In the embodiment of the present application, when the second connection interface on the IVR system receives the connection request of the first connection interface, the mapping between the first connection interface and the second connection interface is formed through the connection request, according to the first connection interface and the first connection interface The mapping of the second connection interface generates a test channel mapping relationship between the first connection interface and the second connection interface.

S304. Establish a test channel of the H5 interface and the IVR system according to the created test channel mapping relationship.

S104: Perform an automated test according to the established test channel and the background media service component of the H5 interface. In the embodiment of the present application, the automated test is performed through the established test channel and the background media service component of the H5 interface is automatically tested. The specific test process is H5 interface→test channel→IVR system (specifically, IVR system process processing service)→ Test channel → background media service component of H5 interface → H5 interface. Based on HTTP communication, it is differentiated from the traditional call center, and uses the established test channel and H5 interface for automated testing. It does not need to pass PBX, CTI and other services. The user initiates a service request through the H5 page, such as obtaining the bank IVR self-service, requesting the target bit. The IVR process processing service; the IVR process processing service identifies the request content (incoming call information, the target process of the request, etc.), and enters a corresponding processing flow according to the recognition result, such as a bank self-service process. According to the mode requirements of the request parameters, the corresponding return. The request mode is divided into a sequential mode and a parallel mode. The sequential mode is the same as the traditional IVR self-service mode, which is a step-by-step progressive mode. In parallel mode, the functions to be executed are assembled in a flat level and returned to the H5 page as a list. The IVR process service organizes the corresponding execution instructions to return to the H5 page according to the request situation; after the H5 page obtains the corresponding instruction, it parses the instruction content, and the instruction content is composed of the voice number, the recorded data operation, the user input and the like. If it is information that requires the user to display the operation, it will be displayed in the corresponding position on the H5 interface. For example, if voice broadcast and data collection are required, the playback control page is displayed, and the corresponding content is played (the playback process can be paused, cancelled, or interrupted); if the content is interactive, the IVR returns data or provides an input box for the user to enter the text ( Usually a number). During the media playback and data parsing process, the H5 service page page requests the background media service component; after the above actions are completed, if the subsequent step is the only determined operation, the IVR process service is automatically requested by the H5; if the subsequent step is not unique, the H5 is passed. Dynamically show what the user can choose next. H5 initiates a request for the IVR process service according to the user selection; the request is looped until the user task is completed, and the process ends.

S105. Acquire an automated test result and display it at a corresponding position of the H5 interface. In the embodiment of the present application, the automatic test result is displayed at the corresponding position of the H5 interface, so that the user can directly view the push message through the H5 interface, and timely understand the test result of the automated test.

It can be seen from the above that the embodiment of the present application establishes an H5 interface under the framework of H5; initiates a test request to the IVR system through the H5 interface; and if the confirmation command of the IVR system is received, the test channel of the H5 interface and the IVR system is established; The established test channel and the background media service component of the H5 interface are automatically tested; the automated test results are obtained and displayed at corresponding locations on the H5 interface. By implementing the embodiments of the present application, the testing process of the IVR system can be implemented, the testing efficiency is greatly improved, and the user experience is improved.

Please refer to FIG. 4. FIG. 4 is a schematic flowchart of a method for implementing a visual IVR 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. 4, the method includes steps S401 to S407.

S401, establishing an H5 interface under the framework of H5. In the embodiment of the present application, the method for establishing an H5 interface through the H5 framework mainly includes the following steps: 1) page design, 2) logical control, and 3) support for physical key return; wherein, for page design, first need to determine your page needs. Including the views, in general, in order to be able to explain the problem, we only need to build three views, namely the home page, the list page and the list details page. The logical relationship between the three pages is: page start, default to the home page, click the button of the home page Switch to the list page, click the button on the list page to switch to the list details page, click the back button or the physical back button to return to the previous page. Specifically, programming through the HTML code and establishing the H5 interface, in the established H5 interface, the view page needs to be set to be absolutely positioned, and the same width as the parent container, so that the view can be smoothly switched, and also needs to be set. For the transition effect of page switching, we use the transition attribute of CSS3. The specific parameters are not limited here. The view page is set by the above method. When the value of the specific parameter in the view page is changed, the view page is translated by the transition effect defined in the style, and the duration is 0.4s. It should be noted that the IVR (Interactive Voice Response) system is a powerful telephone automatic service system. It uses a pre-recorded or TTS text-to-speech technology to automatically answer the voice of the system, providing a menu navigation function for customers, mainly in the call center system. The process of using the IVR system by the user may be: (1) the user can input information to the enterprise host through the button or voice selection on the IVR system, and obtain various services by self-service, so that the service representative has more time to serve the special request. (2) Users can handle multiple incoming calls through the IVR system. When receiving incoming calls, they can automatically initiate processing by asking for relevant information such as internal ID, supplier ID, agent ID, etc. (3) The design of the IVR takes care of the caller from all aspects. In call distribution, the call can be automatically assigned according to the optimal algorithm or according to the user's indication. Before transferring the call to the artificial agent, find the most suitable route transfer call, that is, find the most suitable agent to answer the call. Specific customers can arrange for someone to answer; give priority to important customers, minimize their waiting time, and so on.

S402. Initiate a test request to the IVR system through the H5 interface. In the embodiment of the present application, if an H5 interface is established, a test request is initiated to the IVR system through the H5 interface, where the test request is an HTTP request, and the so-called HTTP request includes a message first line, a resource request method, a resource identifier, and a used identifier. Agreement. Specifically, the domain name DNS of the input URL is parsed out of the IP address, and the connection is established with the IVR system according to the IP address and the default 80 port through the H5 interface, and then the HTTP request header of the get type is assembled according to the URL, and the H5 interface is adopted. The sending interface is sent to the IVR system. Optionally, the HTTP request header assembled into the URL is sent to the target server of the IVR system.

S403. If an acknowledgement command for the test request is received, establish a test channel of the H5 interface and the IVR system. In the embodiment of the present application, before testing, a test channel of the H5 and IVR system is established through a terminal (such as a PC), and the test channel may be a specific data channel for the IVR system to be tested, or may be used for information. The common channel of the transmission, in this embodiment, the test channel may be formed by an open interface of the H5 interface and an interface of the IVR system. Specifically, the open interface of the H5 interface is connected with the interface of the IVR system, and is formed. Test channels for information transfer between the H5 interface and the IVR system, as well as data interaction.

S404: Perform an automated test according to the established test channel and the background media service component of the H5 interface. In the embodiment of the present application, the automated test is performed through the established test channel and the background media service component of the H5 interface is automatically tested. The specific test process is H5 interface→test channel→IVR system (specifically, IVR system process processing service)→ Test channel → background media service component of H5 interface → H5 interface. Based on HTTP communication, it is differentiated from the traditional call center, and uses the established test channel and H5 interface for automated testing. It does not need to pass PBX, CTI and other services. The user initiates a service request through the H5 page, such as obtaining the bank IVR self-service, requesting the target bit. The IVR process processing service; the IVR process processing service identifies the request content (incoming call information, the target process of the request, etc.), and enters a corresponding processing flow according to the recognition result, such as a bank self-service process. According to the mode requirements of the request parameters, the corresponding return. The request mode is divided into a sequential mode and a parallel mode. The sequential mode is the same as the traditional IVR self-service mode, which is a step-by-step progressive mode. In parallel mode, the functions to be executed are assembled in a flat level and returned to the H5 page as a list. The IVR process service organizes the corresponding execution instructions to return to the H5 page according to the request situation; after the H5 page obtains the corresponding instruction, it parses the instruction content, and the instruction content is composed of the voice number, the recorded data operation, the user input and the like. If it is information that requires the user to display the operation, it will be displayed in the corresponding position on the H5 interface. For example, if voice broadcast and data collection are required, the playback control page is displayed, and the corresponding content is played (the playback process can be paused, cancelled, or interrupted); if the content is interactive, the IVR returns data or provides an input box for the user to enter the text ( Usually a number). During the media playback and data parsing process, the H5 service page page requests the background media service component; after the above actions are completed, if the subsequent step is the only determined operation, the IVR process service is automatically requested by the H5; if the subsequent step is not unique, the H5 is passed. Dynamically show what the user can choose next. H5 initiates a request for the IVR process service according to the user selection; the request is looped until the user task is completed, and the process ends.

S405. Acquire an automated test result and display it at a corresponding position of the H5 interface. In the embodiment of the present application, the automatic test result is displayed at the corresponding position of the H5 interface, so that the user can directly view the push message through the H5 interface, and timely understand the test result of the automated test.

S406. If receiving the query instruction, initiate a request for querying the currently executed test step. In the embodiment of the present application, the query instruction may be a query operation input by the user on the terminal, and the query instruction may also be an SQL query instruction, such as a SQL query instruction: a Select query statement; in an automated test process, the terminal may refer to the IVR. The system initiates a query request for querying the test steps of the test process, for example, the currently performed automated test step is to test the "voice broadcast" process, or the currently performed automated test step is to test the "call transfer" process and many more.

S407. In response to the request, the currently executed test step is displayed on the preset display interface. In the embodiment of the present application, the preset display interface may be a designated area of the current interface of the terminal, for example, may be the middle of the current interface of the terminal. As shown in FIG. 5, in response to the query request of the user, the current interface G of the terminal 10 The “Testing of Call Forwarding Process” is displayed, which shows the current test steps, so that users can view and understand the process of automated testing at any time.

Please refer to FIG. 6. FIG. 6 is a schematic flowchart of a method for implementing a visual IVR 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. 6, the method includes steps S501 to S506.

S501, an H5 interface is established under the framework of H5. In the embodiment of the present application, the method for establishing an H5 interface through the H5 framework mainly includes the following steps: 1) page design, 2) logical control, and 3) support for physical key return; wherein, for page design, first need to determine your page needs. Including the views, in general, in order to be able to explain the problem, we only need to build three views, namely the home page, the list page and the list details page. The logical relationship between the three pages is: page start, default to the home page, click the button of the home page Switch to the list page, click the button on the list page to switch to the list details page, click the back button or the physical back button to return to the previous page. Specifically, programming through the HTML code and establishing the H5 interface, in the established H5 interface, the view page needs to be set to be absolutely positioned, and the same width as the parent container, so that the view can be smoothly switched, and also needs to be set. For the transition effect of page switching, we use the transition attribute of CSS3. The specific parameters are not limited here. The view page is set by the above method. When the value of the specific parameter in the view page is changed, the view page is translated by the transition effect defined in the style, and the duration is 0.4s. It should be noted that the IVR (Interactive Voice Response) system is a powerful telephone automatic service system. It uses a pre-recorded or TTS text-to-speech technology to automatically answer the voice of the system, providing a menu navigation function for customers, mainly in the call center system. The process of using the IVR system by the user may be: (1) the user can input information to the enterprise host through the button or voice selection on the IVR system, and obtain various services by self-service, so that the service representative has more time to serve the special request. (2) Users can handle multiple incoming calls through the IVR system. When receiving incoming calls, they can automatically initiate processing by asking for relevant information such as internal ID, supplier ID, agent ID, etc. (3) The design of the IVR takes care of the caller from all aspects. In call distribution, the call can be automatically assigned according to the optimal algorithm or according to the user's indication. Before transferring the call to the artificial agent, find the most suitable route transfer call, that is, find the most suitable agent to answer the call. Specific customers can arrange for someone to answer; give priority to important customers, minimize their waiting time, and so on.

S502: Send a test request to the IVR system through the H5 interface. In the embodiment of the present application, if an H5 interface is established, a test request is initiated to the IVR system through the H5 interface, where the test request is an HTTP request, and the so-called HTTP request includes a message first line, a resource request method, a resource identifier, and a used identifier. Agreement. Specifically, the domain name DNS of the input URL is parsed out of the IP address, and the connection is established with the IVR system according to the IP address and the default 80 port through the H5 interface, and then the HTTP request header of the get type is assembled according to the URL, and the H5 interface is adopted. The sending interface is sent to the IVR system. Optionally, the HTTP request header assembled into the URL is sent to the target server of the IVR system.

S503. If an acknowledgement command for the test request is received, establish a test channel of the H5 interface and the IVR system. In the embodiment of the present application, before testing, a test channel of the H5 and IVR system is established through a terminal (such as a PC), and the test channel may be a specific data channel for the IVR system to be tested, or may be used for information. The common channel of the transmission, in this embodiment, the test channel may be formed by an open interface of the H5 interface and an interface of the IVR system. Specifically, the open interface of the H5 interface is connected with the interface of the IVR system, and is formed. Test channels for information transfer between the H5 interface and the IVR system, as well as data interaction.

S504: Perform an automated test according to the established test channel and the background media service component of the H5 interface. In the embodiment of the present application, the automated test is performed through the established test channel and the background media service component of the H5 interface is automatically tested. The specific test process is H5 interface→test channel→IVR system (specifically, IVR system process processing service)→ Test channel → background media service component of H5 interface → H5 interface. Based on HTTP communication, it is differentiated from the traditional call center, and uses the established test channel and H5 interface for automated testing. It does not need to pass PBX, CTI and other services. The user initiates a service request through the H5 page, such as obtaining the bank IVR self-service, requesting the target bit. The IVR process processing service; the IVR process processing service identifies the request content (incoming call information, the target process of the request, etc.), and enters a corresponding processing flow according to the recognition result, such as a bank self-service process. According to the mode requirements of the request parameters, the corresponding return. The request mode is divided into a sequential mode and a parallel mode. The sequential mode is the same as the traditional IVR self-service mode, which is a step-by-step progressive mode. In parallel mode, the functions to be executed are assembled in a flat level and returned to the H5 page as a list. The IVR process service organizes the corresponding execution instructions to return to the H5 page according to the request situation; after the H5 page obtains the corresponding instruction, it parses the instruction content, and the instruction content is composed of the voice number, the recorded data operation, the user input and the like. If it is information that requires the user to display the operation, it will be displayed in the corresponding position on the H5 interface. For example, if voice broadcast and data collection are required, the playback control page is displayed, and the corresponding content is played (the playback process can be paused, cancelled, or interrupted); if the content is interactive, the IVR returns data or provides an input box for the user to enter the text ( Usually a number). During the media playback and data parsing process, the H5 service page page requests the background media service component; after the above actions are completed, if the subsequent step is the only determined operation, the IVR process service is automatically requested by the H5; if the subsequent step is not unique, the H5 is passed. Dynamically show what the user can choose next. H5 initiates a request for the IVR process service according to the user selection; the request is looped until the user task is completed, and the process ends.

S505. Acquire an automated test result and display it at a corresponding position of the H5 interface. In the embodiment of the present application, the automatic test result is displayed at the corresponding position of the H5 interface, so that the user can directly view the push message through the H5 interface, and timely understand the test result of the automated test.

S506. Presenting description information about the automated testing process by using a preset browser page. In the embodiment of the present application, the description information is used to record the detailed information of the automated test process, and the description information may include parameter information of the automated test process, step detail information, time information of completing the test, and the like, and the terminal may receive the IVR system. The description of the returned test step and present it to the browser page. For example, the terminal may present the description information in a browser page by means of a list, and one row in the list may include all description information of a test step. Optionally, the terminal may further initiate a request for querying the currently executed test step to the IVR system; and in response to the query result returned by the IVR system, change the display effect of the description information corresponding to the currently executed test step.

Referring to FIG. 7 , corresponding to the above-mentioned visual IVR implementation method, the embodiment of the present application further provides a visual IVR implementation apparatus, where the apparatus 100 includes: a first establishing unit 101, an initiating unit 102, a second establishing unit 103, and an automated test. Unit 104, first display unit 105.

The first establishing unit 101 is configured to establish an H5 interface under the framework of H5. The initiating unit 102 is configured to initiate a test request to the IVR system through the H5 interface. The second establishing unit 103 is configured to establish a test channel of the H5 interface and the IVR system if the confirmation command for the test request is received. The automated testing unit 104 is configured to perform automated testing according to the established test channel and the background media service component of the H5 interface. The first display unit 105 is configured to obtain an automated test result and display at a corresponding position of the H5 interface.

It can be seen from the above that the embodiment of the present application establishes an H5 interface in the framework of H5; initiates a test request to the IVR system through the H5 interface; and if the IVR system receives the confirmation command, establishes a test channel of the H5 interface and the IVR system; The test channel and the background media service component of the H5 interface are automated tested; the automated test results are obtained and displayed at corresponding locations on the H5 interface. By implementing the embodiments of the present application, the testing process of the IVR system can be realized, the test efficiency is greatly improved, and the user experience is improved.

As shown in FIG. 8, the initiating unit 102 includes: a receiving unit 1021, configured to receive test request information sent by a user. The parsing unit 1022 is configured to parse the test request keyword from the test request information sent by the user. The sending unit 1023 is configured to send the test request keyword to the IVR system through the H5 interface.

As shown in FIG. 9, the second establishing unit 103 includes: a first determining unit 1031, configured to determine a first connection interface in the H5 interface. The second determining unit 1032 is configured to determine, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system. The creating unit 1033 is configured to create a test channel mapping relationship between the first connection interface and the second connection interface. The second establishing sub-unit 1034 is configured to establish a test channel of the H5 interface and the IVR system according to the created test channel mapping relationship.

Referring to FIG. 10, corresponding to the above-mentioned visual IVR implementation method, the embodiment of the present application further provides a visual IVR implementation apparatus, where the apparatus 200 includes: a first establishing unit 201, an initiating unit 202, a second establishing unit 203, and an automated test. The unit 204, the first display unit 205, the execution unit 206, and the second display unit 207.

The first establishing unit 201 is configured to establish an H5 interface under the framework of the H5. The initiating unit 202 is configured to initiate a test request to the IVR system through the H5 interface. The second establishing unit 203 is configured to establish a test channel of the H5 interface and the IVR system if the confirmation command for the test request is received. The automated testing unit 204 is configured to perform automated testing according to the established test channel and the background media service component of the H5 interface. The first display unit 205 is configured to obtain an automated test result and display at a corresponding position of the H5 interface. The executing unit 206 is configured to initiate a request for querying the currently executed test step if the query instruction is received. The second display unit 207 is configured to display the currently executed test step on the preset display interface in response to the request.

Referring to FIG. 11 , corresponding to the above-mentioned visual IVR implementation method, the embodiment of the present application further provides a visual IVR implementation apparatus, where the apparatus 300 includes: a first establishing unit 301, an initiating unit 302, a second establishing unit 303, and an automated test. Unit 304, first display unit 305, presentation unit 306.

The first establishing unit 301 is configured to establish an H5 interface under the framework of H5. The initiating unit 302 is configured to initiate a test request to the IVR system through the H5 interface. The second establishing unit 303 is configured to establish a test channel of the H5 interface and the IVR system if receiving the confirmation instruction for the test request. The automated test unit 304 is configured to perform automated testing based on the established test channel and the back media service component of the H5 interface. The first display unit 305 is configured to obtain an automated test result and display the corresponding position of the H5 interface. The presentation unit 306 is configured to present description information about the automated testing process by using a preset browser page.

The visual IVR implementation described above can be implemented in the form of a computer program that can be run on a computer device as shown in FIG.

FIG. 12 is a schematic structural diagram of a computer device according to the present application. The device may be a terminal or a server, wherein the terminal may be a communication 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. Referring to FIG. 12, 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 visual IVR implementation 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 environment for the operation of the computer program 5032 in the non-volatile storage medium 503, which when executed by the processor, causes the processor 502 to perform a visual IVR implementation method. 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. 12 is only a block diagram of a part of the structure related to the solution of the present application, and does not constitute a limitation of the computer device to which the solution of the present application is applied. The specific computer device may It includes more or fewer components than those shown in the figures, or some components are combined, or have different component arrangements.

When the processor 502 executes the computer program, the following operations are performed: establishing an H5 interface under the framework of H5; initiating a test request to the IVR system through the H5 interface; and if receiving an acknowledgement instruction for the test request, establishing The H5 interface and the test channel of the IVR system; perform automated testing according to the established test channel and the background media service component of the H5 interface; obtain automated test results and display at corresponding positions of the H5 interface.

In one embodiment, the initiating a test request to the IVR system through the H5 interface includes: receiving test request information sent by the user; parsing the test request keyword from the test request information sent by the user; and testing the request key through the H5 interface The word is sent to the IVR system.

In an embodiment, if the confirmation command of the IVR system is received, establishing a test channel of the H5 interface and the IVR system includes: determining a first connection interface in the H5 interface; determining an IVR system according to the determined first connection interface a second connection interface of the same type as the first connection interface; creating a test channel mapping relationship between the first connection interface and the second connection interface; establishing a test channel of the H5 interface and the IVR system according to the created test channel mapping relationship.

In an embodiment, when the processor 502 executes the computer program, the following operations are further performed: if a query instruction is received, a request for querying a currently executed test step is initiated; and in response to the request, displaying on a preset display interface The test step currently being performed.

In one embodiment, the processor 502, when executing the computer program, further implements an operation of presenting description information about an automated test process by a preset browser page.

It will be understood by those skilled in the art that the embodiment of the computer device shown in FIG. 12 does not constitute a limitation on the specific configuration of the computer device. In other embodiments, the computer device may include more or fewer components than illustrated. Or combine some parts, or different parts. For example, in some embodiments, the computer 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. 12, and details are not described herein again.

The application 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 methods described herein Visualize the IVR implementation 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).

The steps in the method for visualizing the IVR in the embodiment of the present application may be sequentially adjusted, merged, and deleted according to actual needs.

The units in the visualized IVR implementation apparatus of the embodiment of the present application may be combined, divided, and deleted according to actual needs.

The foregoing is only a specific embodiment of the present application, but the scope of protection of the present application is not limited thereto, and any equivalents can be easily conceived by those skilled in the art within the technical scope disclosed in the present application. Modifications or substitutions are intended to be included within the scope of the present application. Therefore, the scope of protection of this application should be determined by the scope of protection of the claims.

Claims

A visual IVR implementation method, the method comprising:

Establish an H5 interface under the framework of H5;

Initiating a test request to the IVR system through the H5 interface;

If the confirmation command for the test request is received, the test channel of the H5 interface and the IVR system is established;

Automated testing based on the established test channel and the background media service component of the H5 interface;

Obtain automated test results and display them at the appropriate locations on the H5 interface.
The method of claim 1, wherein the initiating a test request to the IVR system through the H5 interface comprises:

Receiving test request information sent by the user;

Parsing the test request keyword from the test request information sent by the user;

The test request keyword is sent to the IVR system through the H5 interface.
The method according to claim 1, wherein if the confirmation command of the IVR system is received, the test channel of the H5 interface and the IVR system is established, including:

Determining a first connection interface in the H5 interface;

Determining, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system;

Creating a test channel mapping relationship between the first connection interface and the second connection interface;

The test channel of the H5 interface and the IVR system is established according to the created test channel mapping relationship.
The method of claim 1 wherein the method further comprises:

If a query command is received, a request to query the currently executed test step is initiated;

In response to the request, the currently executed test step is displayed on the preset display interface.
The method of claim 1 wherein the method further comprises:

Descriptive information about the automated test process is presented through a preset browser page.
A visual IVR implementation device, characterized in that the device comprises:

a first establishing unit, configured to establish an H5 interface under the framework of H5;

An initiating unit, configured to initiate a test request to the IVR system through the H5 interface;

a establishing unit, configured to establish a test channel of the H5 interface and the IVR system if receiving the confirmation instruction for the test request;

An automated test unit for performing automated testing based on the established test channel and the background media service component of the H5 interface;

The first display unit is configured to obtain an automated test result and display at a corresponding position of the H5 interface.
The device according to claim 6, wherein the initiating unit comprises:

a receiving unit, configured to receive test request information sent by a user;

a parsing unit, configured to parse the test request keyword from the test request information sent by the user;

The sending unit is configured to send the test request keyword to the IVR system through the H5 interface.
The device of claim 6, wherein the second establishing unit comprises:

a first determining unit, configured to determine a first connection interface in the H5 interface;

a second determining unit, configured to determine, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system;

Creating a unit, configured to create at least one test channel mapping relationship according to the first connection interface and the second connection interface;

The second establishing subunit is configured to establish a test channel of the H5 interface and the IVR system according to the created test channel mapping relationship.
The device of claim 6 wherein said device further comprises:

An execution unit, configured to initiate a request for querying a currently executed test step if receiving a query instruction;

And a second display unit, configured to display the currently executed test step on the preset display interface in response to the request.
The device of claim 6 wherein said device further comprises:

a presentation unit for presenting description information about the automated testing process through the preset browser page.
A computer device comprising a memory, a processor, and a computer program stored on the memory and operable on the processor, wherein the processor performs the following operations when the computer program is executed:

Establish an H5 interface under the framework of H5;

Initiating a test request to the IVR system through the H5 interface;

If the confirmation command for the test request is received, the test channel of the H5 interface and the IVR system is established;

Automated testing based on the established test channel and the background media service component of the H5 interface;

Obtain automated test results and display them at the appropriate locations on the H5 interface.
The computer device according to claim 11, wherein the initiating a test request to the IVR system through the H5 interface comprises:

Receiving test request information sent by the user;

Parsing the test request keyword from the test request information sent by the user;

The test request keyword is sent to the IVR system through the H5 interface.
The computer device according to claim 11, wherein if the confirmation command of the IVR system is received, the test channel of the H5 interface and the IVR system is established, including:

Determining a first connection interface in the H5 interface;

Determining, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system;

Creating a test channel mapping relationship between the first connection interface and the second connection interface;

The test channel of the H5 interface and the IVR system is established according to the created test channel mapping relationship.
The computer apparatus according to claim 11, wherein said processor further implements the following operations when said computer program is executed:

If a query command is received, a request to query the currently executed test step is initiated;

In response to the request, the currently executed test step is displayed on the preset display interface.
The computer apparatus according to claim 11, wherein said processor further implements the following operations when said computer program is executed:

Descriptive information about the automated test process is presented through a preset browser page.
A computer readable storage medium, characterized in that the computer readable storage medium stores one or more computer programs, the one or more computer programs being executable by one or more processors to implement the following step:

Establish an H5 interface under the framework of H5;

Initiating a test request to the IVR system through the H5 interface;

If the confirmation command for the test request is received, the test channel of the H5 interface and the IVR system is established;

Automated testing based on the established test channel and the background media service component of the H5 interface;

Obtain automated test results and display them at the appropriate locations on the H5 interface.
The computer readable storage medium of claim 16, wherein the initiating a test request to the IVR system through the H5 interface comprises:

Receiving test request information sent by the user;

Parsing the test request keyword from the test request information sent by the user;

The test request keyword is sent to the IVR system through the H5 interface.
The computer readable storage medium according to claim 16, wherein the receiving the confirmation command of the IVR system, establishing the test channel of the H5 interface and the IVR system, comprising:

Determining a first connection interface in the H5 interface;

Determining, according to the determined first connection interface, a second connection interface of the same type as the first connection interface in the IVR system;

Creating a test channel mapping relationship between the first connection interface and the second connection interface;

The test channel of the H5 interface and the IVR system is established according to the created test channel mapping relationship.
The computer readable storage medium of claim 16 wherein when said one or more programs are executed by one or more processors, the steps of:

If a query command is received, a request to query the currently executed test step is initiated;

In response to the request, the currently executed test step is displayed on the preset display interface.
The computer readable storage medium of claim 16 wherein when said one or more programs are executed by one or more processors, the steps of:

Descriptive information about the automated test process is presented through a preset browser page.