WO2020042482A1 - 坐席业务处理方法、装置、设备及计算机可读存储介质 - Google Patents

坐席业务处理方法、装置、设备及计算机可读存储介质 Download PDF

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Publication number
WO2020042482A1
WO2020042482A1 PCT/CN2018/123187 CN2018123187W WO2020042482A1 WO 2020042482 A1 WO2020042482 A1 WO 2020042482A1 CN 2018123187 W CN2018123187 W CN 2018123187W WO 2020042482 A1 WO2020042482 A1 WO 2020042482A1
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Prior art keywords
agent
information
server
call request
management server
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PCT/CN2018/123187
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English (en)
French (fr)
Inventor
姚顺
郭伟新
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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Publication of WO2020042482A1 publication Critical patent/WO2020042482A1/zh
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L67/00—Network arrangements or protocols for supporting network services or applications
    • H04L67/01—Protocols
    • H04L67/02—Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services

Definitions

  • the present application relates to the field of data display technology, and in particular, to a seat service processing method, device, device, and computer-readable storage medium.
  • service companies have launched corresponding service APPs or websites to better serve customers.
  • customers need help, they can contact agents through the service APP or website.
  • customers often need to be in the service APP or website Fill in some basic information in advance.
  • the customer needs to repeat the basic information that has been filled in before, which is not only tedious, but also has a poor experience for the customer.
  • the main purpose of this application is to provide an agent service processing method, device, device, and computer-readable storage medium, which are aimed at solving the need for customers to re-enter the filled in customer information during the existing agent service processing process, which is not only tedious, but also Poor customer experience with technical issues.
  • this application provides a method for processing agent services, which includes the following steps:
  • the WebRTC server establishes a communication connection with the telephone management server when it receives a call request triggered by the client based on the client and the customer information entered by the client.
  • the service server extracts the related information of the customer information from a local database, and generates pop-up information according to the customer information and its related information;
  • the service server sends the pop-up window information to a corresponding agent terminal for display.
  • this application also provides an agent service processing device, where the agent service processing device includes:
  • the WebRTC server establishment module is used to establish a communication connection with the telephone management server when a call request triggered by the client based on the client is received and the client information is entered;
  • a sending module of a WebRTC server configured to send the call request and the customer information to the telephone management server;
  • a sending module of a telephone management server configured to send the call request to a corresponding agent end, and send the customer information to a service server;
  • a generating module of a service server configured to extract the related information of the customer information from a local database, and generate pop-up information according to the customer information and its related information;
  • the sending module of the service server is configured to send the pop-up window information to a corresponding agent terminal for display.
  • the present application further provides an agent service processing device.
  • the agent service processing device includes a processor, a memory, and computer-readable instructions stored on the memory and executable by the processor. When the computer-readable instructions are executed by the processor, the steps of the agent service processing method described above are implemented.
  • the present application also provides a computer-readable storage medium, where the computer-readable instructions are stored, and when the computer-readable instructions are executed by a processor, the implementation is as described above. Steps for your agent business process.
  • This application provides a method for agent service processing.
  • the WebRTC server can receive the call request triggered by the client through the client and the customer information filled in in the client in advance.
  • the customer information is sent to the telephone management server; the telephone management server sends the received call request to the corresponding agent, and sends the received customer information to the business server; the business server extracts the related information of the customer information from the local database , And generate pop-up information based on customer information and related information, and send the pop-up information to the corresponding agent for display.
  • the agent when the agent processes the customer's call request, not only can the customer avoid re-citing the customer information that was previously filled in,
  • the agent can also fully grasp the complete information of the customer, which is convenient for the agent to provide the customer with high-quality services in combination with the information displayed on the pop-up screen, saving the time of the customer and the agent, which not only effectively improves the work efficiency of the agent, but also facilitates the work of the agent. Customer experience.
  • FIG. 1 is a schematic diagram of a hardware structure of an agent service processing device involved in a solution according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of an agent service processing method of this application
  • FIG. 3 is a schematic flowchart of a second embodiment of an agent service processing method of the present application.
  • FIG. 4 is a functional module schematic diagram of a first embodiment of an agent service processing apparatus of the present application.
  • the agent service processing method according to the embodiment of the present application is mainly applied to an agent service processing device, and the agent service processing device may be a server.
  • FIG. 1 is a schematic diagram of a hardware structure of an agent service processing device involved in a solution according to an embodiment of the present application.
  • the agent service processing device may include a processor 1001 (for example, a central processor Central Processing Unit (CPU), communication bus 1002, user interface 1003, network interface 1004, and memory 1005.
  • the communication bus 1002 is used to implement connection and communication between these components.
  • the user interface 1003 may include a display and an input unit such as a keyboard.
  • the network interface 1004 may optionally include a standard wired interface and a wireless interface.
  • the memory 1005 may be a high-speed random access memory (random access memory (RAM), or non-volatile memory), such as a disk memory, the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • RAM random access memory
  • non-volatile memory such as a disk memory
  • the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • the memory 1005 as a computer-readable storage medium in FIG. 1 may include an operating system, a network communication module, and computer-readable instructions.
  • the processor 1001 can call the computer-readable instructions stored in the memory 1005, and execute the agent service processing method provided by the embodiments of the present application.
  • the embodiment of the present application provides a method for processing agent services.
  • FIG. 2 is a schematic flowchart of a first embodiment of an agent service processing method of the present application.
  • the agent service processing method is applied to a call center and a business system of an enterprise or an organization.
  • the call center and the business system belong to a side-by-side relationship and cooperatively process actual services (such as the agent's traffic processing service).
  • a WebRTC (Web Real-Time Communication) server WebRTC consists of a set of standards, protocols and JavaScript
  • the API is used to implement end-to-end audio, video, and data sharing. It is a new technology in the HTML5 standard.
  • the WebRTC standard defines in detail the format of business data transmitted after the connection is established between the two ends, and the method of processing the business data. Therefore, the architecture involved in the call center includes the WebRTC server, the telephone management server, and the agent end.
  • the business system includes a business server and a database, and the database is used to store business data.
  • companies or organizations have launched business service APPs or websites.
  • Customers can download and install them on the client (such as a mobile terminal, tablet or PC), or log in to the business service website through the client's browser.
  • Application or browser on the client side establish a communication connection with the WebRTC server.
  • the WebRTC server receives a message from the client, it immediately establishes a communication connection with the phone management server, and the phone management server docks with the agent and the business server, and the service server docks with the agent.
  • the agent service processing method includes the following steps:
  • step S10 the WebRTC server establishes a communication connection with the telephone management server when the WebRTC server receives a call request triggered by the client based on the client and the inputted client information;
  • the agent service may be an agent's traffic processing service.
  • a customer needs an agent to provide services, he can open the corresponding application installed in the client or log in to the corresponding service website through the client's browser.
  • the application or service website's page will pop up a prompt to fill in the customer information.
  • this prompt only prompts the customer to fill in simpler customer information in the application or service website in advance, taking the renewal business as an example, the customer only needs to fill in name or ID information (such as ID number) in advance.
  • ID information such as ID number
  • the customer can click the "Contact Us” button on the page of the application or service website to trigger the call request.
  • the client clicks the "Contact Us” button to trigger a call request
  • the client establishes a communication connection with the WebRTC server.
  • the client and the WebRTC server support the WebRTC protocol.
  • the client uses the WebRTC protocol to pre-fill the call request triggered by the client.
  • the client information is sent to the WebRTC server.
  • the WebRTC server receives the call request triggered by the client and the pre-filled client information.
  • a communication connection is established with the phone management server immediately.
  • the WebRTC server can send to the phone management server to establish communication.
  • the telephone management server establishes a communication connection with the WebRTC server after receiving the request.
  • Step S20 The WebRTC server sends the call request and the client information to the phone management server;
  • the phone management server supports the SIP protocol (Session Initiation Protocol (Session Initiation Protocol), the SIP protocol is implemented by IETF (Internet Engineering Task Force, the Internet Engineering Task Force).
  • SIP protocol Session Initiation Protocol
  • the WebRTC server After the WebRTC server establishes a communication connection with the telephone management server, the SIP protocol is used for communication between the WebRTC server and the telephone management server. After the WebRTC server establishes a communication connection with the telephone management server, it sends the call request triggered by the customer and the pre-filled customer information to the telephone management server in the sip protocol.
  • the above process is very fast and belongs to millisecond communication.
  • step S30 the telephone management server sends the call request to a corresponding agent terminal, and sends the customer information to a service server.
  • the phone management server receives the call request and customer information sent by the WebRTC server. Since the customer information received by the telephone management server is relatively simple basic information, the telephone management server needs to send the customer information to the business server so that the business server obtains the complete information of the corresponding customer from the local database according to the customer information. The server sends the received call request to the corresponding agent end, and sends the received customer information to the service server. Among them, the communication between the telephone management server and the business server uses the sip protocol, and the telephone management server sends the customer information to the business server through the sip protocol.
  • Step S40 The service server extracts the related information of the customer information from a local database, and generates pop-up information according to the customer information and its related information;
  • the business server After receiving the customer information, the business server extracts the related information of the customer information from the local database.
  • the service server may find and extract the related information of the customer information from the local database according to the key fields contained in the customer information. For example, if the customer information contains a name, use the name as a key field, and perform a search query in the local database to find all business data related to the name, such as customer category, last year's policy details, region, historical service information Etc., extract all business data related to the name as related information of customer information.
  • a pop-up window template is pre-configured in the service server, and the pop-up window template includes the requirement data type defined for the pop-up window information (that is, what data needs to be obtained from the customer information), and the corresponding requirements data. Requirement field name.
  • the business server first obtains the pop-up template, and then filters the customer information and its related information according to the demand fields, filters out the fields and field values of non-demand data, and then fills the filtered customer information and its related information into the preset pop-up.
  • the corresponding pop-up window information is obtained, thereby ensuring the accuracy of the pop-up window information. It should be noted that, in the process of populating the pop-up window template, there may be cases where there is no corresponding data in some requirement fields. At this time, the unfilled requirement fields are left blank.
  • Step S50 The service server sends the pop-up window information to a corresponding agent terminal for display.
  • the service server After the service server generates pop-up information according to the customer information and its related information, it sends the pop-up information to the corresponding agent end for display.
  • the agent at the agent side processes the customer call request, not only can the customer and the agent communicate with the customer information that has been filled in before, the agent can also obtain the complete information of the customer, which not only facilitates the development of agent business, but also improves the customer Experience.
  • This embodiment provides a method for agent service processing.
  • the WebRTC server can receive the call request triggered by the client through the client and the customer information pre-filled in the client, and then send the call request And client information are sent to the phone management server; the phone management server sends the received call request to the corresponding agent, and sends the received client information to the business server; the business server extracts the association of the customer information from the local database Information, and generate pop-up information based on customer information and related information, and send the pop-up information to the corresponding agent for display.
  • the method may include:
  • the telephone management server matches the corresponding agent end for the call request.
  • the call management server After the call management server receives the call request and customer information sent by the WebRTC server, it also needs to determine the agent end that provides services to the customer.
  • the agent end includes a telephone device (such as a telephone) and a dedicated PC for the agent.
  • the step of the telephone management server matching the corresponding agent end for the call request includes:
  • Step S11 The telephone management server obtains the working status information of each agent terminal, and determines whether there is an idle agent terminal currently based on the working status information of each agent terminal;
  • step S12 if an idle agent terminal currently exists, the corresponding agent terminal is matched for the call request from the idle agent terminals.
  • the call management server includes a CDR (Call Detail Records (call detailed records) information
  • CDR information can describe the entire process of call connection, that is, the CDR information of the telephone platform records the call status information of each agent
  • the call status information of the agent can indicate the working status of the agent That is, for a client terminal that has a call start time but no call end time, it indicates that its corresponding work status information is busy, and for a client terminal that has both a call start time and a call end time, and neither a call start time nor a call end time.
  • the agent end at the end of the call indicates that the corresponding working state information is idle.
  • the telephone management server can query the CDR information corresponding to each agent end, and then determine which agent end is idle and which agent end is busy based on the call status information of each agent end in the CDR information corresponding to each agent end. If the phone management server determines that there are currently free agent terminals based on the CDR information corresponding to each agent terminal, it will randomly match one agent terminal from the idle agent terminals as the corresponding agent terminal to provide services to the customer, or according to the idle agent The priority of the peer, select the idle agent with the higher priority as the matching agent. After the telephone management server matches the corresponding agent end for the received call request, it sends the received call request to the traffic device of the corresponding agent end.
  • the method further includes:
  • step S13 if there is no idle agent end currently, the telephone management server determines the number of services waiting for each agent end to be processed;
  • the telephone management server determines that the current agent end is busy based on the CDR information corresponding to each agent end, it queries the number of services waiting for each agent end to be processed.
  • Step S14 Compare the number of services waiting to be processed at each agent end with a preset threshold
  • the phone management server compares the number of services waiting to be processed by each agent end with a preset threshold, which is a saturation value for each agent end processing the service.
  • a preset threshold which is a saturation value for each agent end processing the service.
  • the user's pre-waiting time will not be affected within the saturation value.
  • the preset threshold can be flexibly set in combination with the average time for an agent to process a single business in practice, which is not limited here.
  • step S15 the agent terminal whose number of services waiting to be processed is lower than a preset threshold is determined as a candidate agent terminal set;
  • Step S16 Match the corresponding agent end for the call request from the candidate agent end set.
  • the phone management server After the phone management server compares the number of services waiting to be processed by each agent with a preset threshold, it determines each agent that is waiting to be processed below the preset threshold as a set of candidates, and then selects Any one of the agents in the agent set is matched to serve the client as the corresponding agent.
  • the phone management server After the phone management server matches the corresponding agent end for the call request, it sends the identity of the agent end (such as the agent end number) matched to the call request to the service server through the sip protocol.
  • the service server receives all After the identification of the agent terminal is described, according to the identification of the agent terminal, the pop-up window information is displayed on the PC of the corresponding agent terminal, and the agent of the agent terminal can fully grasp the information of the customer.
  • This embodiment provides an agent-end matching mechanism, which can enable a customer's call request to be quickly delivered to a matching agent end, thereby improving customer satisfaction.
  • an embodiment of the present application further provides an agent service processing device.
  • FIG. 5 is a schematic diagram of functional modules of a first embodiment of an agent service processing apparatus of the present application.
  • the agent service processing device includes:
  • a WebRTC server establishing module 10 is configured to establish a communication connection with the telephone management server when a call request triggered by the client based on the client and inputted client information is received;
  • a sending module 20 of a WebRTC server configured to send the call request and the customer information to the telephone management server;
  • a sending module 30 of the telephone management server configured to send the call request to a corresponding agent end, and send the customer information to a service server;
  • the generating module 40 of the service server is configured to extract related information of the customer information from a local database, and generate pop-up information according to the customer information and its related information;
  • the sending module 50 of the service server is configured to send the pop-up window information to a corresponding agent terminal for display.
  • Each of the virtual function modules of the above-mentioned agent business processing device is stored in the memory 1005 of the agent business processing device shown in FIG. 1 to implement all functions of the computer-readable instructions; when each module is executed by the processor 1001, the client can be avoided.
  • the agent When communicating with the agent, it is necessary to repeat the customer information that has been filled in before.
  • the agent can also fully grasp the complete information of the customer. It is convenient for the agent to provide the customer with high-quality services in combination with the information displayed on the pop-up screen, which saves the time of the customer and the agent. Effectively improve the work efficiency of agents, facilitate the work of agents, and improve the customer experience.
  • the generating module 40 of the service server includes:
  • An extracting unit configured to find and extract related information of the customer information from a local database according to a key field included in the customer information
  • a filling unit is configured to fill the preset popup window template according to the customer information and related information to obtain popup window information.
  • agent service processing device further includes:
  • the matching module of the telephone management server is configured to match the corresponding agent end for the call request.
  • the matching module of the telephone management server includes:
  • a judging unit configured to obtain the working status information of each agent end, and determine whether there are currently idle agent ends according to the working status information of each agent end;
  • the first matching unit is configured to, if an idle agent end currently exists, match the corresponding agent end for the call request from the idle agent end.
  • the matching module of the telephone management server further includes:
  • a first determining unit configured to determine the number of services waiting to be processed at each agent end if there is no idle agent end currently
  • a comparison unit configured to compare the number of services waiting to be processed at each agent end with a preset threshold
  • a second determining unit configured to determine an agent end whose number of services waiting to be processed is lower than a preset threshold as a set of candidate agents
  • a second matching unit is configured to match a corresponding agent end for the call request from the set of candidate end agents.
  • the matching module of the telephone management server further includes:
  • a sending unit of the telephone management server configured to send the corresponding agent terminal identifier to a service server
  • the sending module 50 of the service server includes:
  • the sending unit of the service server is configured to display the pop-up window information on the corresponding agent end according to the corresponding agent end identifier.
  • each module in the agent service processing device corresponds to the steps in the embodiment of the agent service processing method described above, and the functions and implementation processes thereof will not be described one by one here.
  • an embodiment of the present application further provides a computer-readable storage medium, and the computer-readable storage medium may be a non-volatile readable storage medium.
  • Computer-readable instructions are stored on the computer-readable storage medium of the present application, and when the computer-readable instructions are executed by a processor, the steps of the agent service processing method described above are implemented.
  • the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better.
  • Implementation Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium (such as ROM / RAM) as described above. , Magnetic disk, optical disc), including a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in the embodiments of the present application.

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  • Engineering & Computer Science (AREA)
  • Computer Networks & Wireless Communication (AREA)
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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

本申请涉及数据展示技术领域，提供一种坐席业务处理方法、装置、设备及计算机可读存储介质，该方法包括：WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；WebRTC服务器将呼叫请求和客户信息发送至电话管理服务器；电话管理服务器将呼叫请求发送至对应的坐席端，并将客户信息发送至业务服务器；业务服务器从本地数据库中提取出客户信息的关联信息，并根据客户信息及其关联信息生成弹窗信息；业务服务器将所述弹窗信息发送至对应的坐席端进行展示。本申请能够避免客户与坐席沟通时重新复述已填写过的客户信息，不仅利于坐席工作开展，还提升客户体验。

Description

坐席业务处理方法、装置、设备及计算机可读存储介质
本申请要求于2018年8月27日提交中国专利局、申请号为201810985497.5、发明名称为“坐席业务处理方法、装置、设备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申请中
技术领域
本申请涉及数据展示技术领域，尤其涉及一种坐席业务处理方法、装置、设备及计算机可读存储介质。
背景技术
目前，服务性的企业为更好的服务客户，已经推出了相应的服务APP或网站，客户需要帮助时，可以通过服务APP或网站联系坐席，在实际中，往往需要客户在服务APP或网站中预先填写一些基本信息，然而，客户在与坐席通话的过程中，客户还需重新复述一遍之前已填写的基本信息，不仅繁琐，且对客户而言，体验较差。
发明内容
本申请的主要目的在于提供一种坐席业务处理方法、装置、设备及计算机可读存储介质，旨在解决现有坐席业务处理过程中，需客户重新复述一遍已填写的客户信息，不仅繁琐，且客户体验较差的技术问题。
为实现上述目的，本申请提供一种坐席业务处理方法，所述坐席业务处理方法包括以下步骤：
WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
所述WebRTC服务器将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
所述电话管理服务器将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示。
此外，为实现上述目的，本申请还提供坐席业务处理装置，所述坐席业务处理装置包括：
WebRTC服务器的建立模块，用于在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
WebRTC服务器的发送模块，用于将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
电话管理服务器的发送模块，用于将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
业务服务器的生成模块，用于从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
业务服务器的发送模块，用于将所述弹窗信息发送至对应的坐席端进行展示。
此外，为实现上述目的，本申请还提供一种坐席业务处理设备，所述坐席业务处理设备包括处理器、存储器、以及存储在所述存储器上并可被所述处理器执行的计算机可读指令，其中所述计算机可读指令被所述处理器执行时，实现如上述的坐席业务处理方法的步骤。
此外，为实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质上存储有计算机可读指令，其中所述计算机可读指令被处理器执行时，实现如上述的坐席业务处理方法的步骤。
本申请提供一种坐席业务处理方法，通过预先搭建WebRTC服务器，在客户联系坐席时，WebRTC服务器可以接收客户通过客户端触发的呼叫请求和预先在客户端中填写的客户信息，再将呼叫请求和客户信息发送至电话管理服务器；电话管理服务器则将接收到的呼叫请求发送至对应的坐席端，并将接收到的客户信息发送至业务服务器；业务服务器从本地数据库中提取出客户信息的关联信息，并根据客户信息及其关联信息生成弹窗信息，将弹窗信息发送至对应的坐席端进行展示，如此，坐席在处理客户的呼叫请求时，不仅可以避免客户复述之前填写过的客户信息，坐席还可以全面掌握该客户的完整信息，方便坐席结合弹屏显示的信息为该客户提供优质的服务，节约了客户和坐席的时间，不仅有效提升坐席的工作效率，利于坐席工作开展，还提升了客户体验。
附图说明
图1为本申请实施例方案中涉及的坐席业务处理设备的硬件结构示意图；
图2为本申请坐席业务处理方法第一实施例的流程示意图；
图3为本申请坐席业务处理方法第二实施例的流程示意图；
图4为本申请坐席业务处理装置第一实施例的功能模块示意图。
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请实施例涉及的坐席业务处理方法主要应用于坐席业务处理设备，该坐席业务处理设备可以是服务器。
参照图1，图1为本申请实施例方案中涉及的坐席业务处理设备的硬件结构示意图。本申请实施例中，坐席业务处理设备可以包括处理器1001（例如中央处理器Central Processing Unit，CPU），通信总线1002，用户接口1003，网络接口1004，存储器1005。其中，通信总线1002用于实现这些组件之间的连接通信；用户接口1003可以包括显示屏（Display）、输入单元比如键盘（Keyboard）；网络接口1004可选的可以包括标准的有线接口、无线接口（如无线保真WIreless-FIdelity，WI-FI接口）；存储器1005可以是高速随机存取存储器（random access memory，RAM），也可以是稳定的存储器（non-volatile memory），例如磁盘存储器，存储器1005可选的还可以是独立于前述处理器1001的存储装置。本领域技术人员可以理解，图1中示出的硬件结构并不构成对本申请的限定，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。
继续参照图1，图1中作为一种计算机可读存储介质的存储器1005可以包括操作系统、网络通信模块以及计算机可读指令。在图1中，处理器1001可以调用存储器1005中存储的计算机可读指令，并执行本申请各实施例提供的坐席业务处理方法。
本申请实施例提供了一种坐席业务处理方法。
参照图2，图2为本申请坐席业务处理方法第一实施例的流程示意图。
本实施例中，所述坐席业务处理方法应用于企业或机构的电话中心和业务系统，电话中心和业务系统属于并列关系，协同处理实际业务（比如坐席的话务处理业务）。本实施例在电话中心涉及的架构中预先搭建WebRTC（Web Real-Time Communication，网页实时通信）服务器，WebRTC由一组标准、协议和JavaScript API组成，用于实现端到端之间的音频、视频及数据共享，是HTML5标准中的一项新技术，在 WebRTC标准中，详细定义了在两个端建立连接后，传输的业务数据的格式，以及处理业务数据的方法，由此，电话中心涉及的架构就包括WebRTC服务器、电话管理服务器和座席端。业务系统包括业务服务器和数据库，该数据库用于存储业务数据。此外，企业或机构推出了业务服务APP或网站，客户可以下载安装于客户端（比如移动终端、平板电脑或PC）中，也可以通过客户端的浏览器登录业务服务网站，客户端则可以通过客户端的应用程序或浏览器与WebRTC服务器建立通信连接。其中，当WebRTC服务器接收到来自于客户端的消息时，即时与电话管理服务器建立通信连接，而电话管理服务器分别对接座席端和业务服务器，业务服务器对接座席端。
所述坐席业务处理方法包括以下步骤：
步骤S10，WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
在本实施例中，该坐席业务可以是坐席的话务处理业务。客户需要坐席提供服务时，可以打开客户端中安装的相应应用程序或者通过客户端的浏览器登录相应的服务网站，所述应用程序或服务网站的页面会弹出预先填写客户信息的提示，考虑到客户体验，该提示仅会提示客户预先在所述应用程序或者服务网站中填写较为简单的客户信息，以续保业务为例，客户仅需预先填写姓名或身份证件信息（如身份证号码），若是车险业务，则仅需预先填写车牌号码。客户信息填写完成之后，客户便可以触发呼叫请求，比如，客户可以在所述应用程序或服务网站的页面中，点击“联系我们”按钮，触发呼叫请求。在客户点击“联系我们”按钮触发呼叫请求时，客户端即与WebRTC服务器建立通信连接，客户端与WebRTC服务器之间支持WebRTC协议，客户端通过WebRTC协议的方式将客户触发的呼叫请求和预先填写的客户信息发送至WebRTC服务器，WebRTC服务器接收客户触发的呼叫请求和预先填写的客户信息，此时，即时与电话管理服务器之间建立通信连接，具体地，WebRTC服务器可以向电话管理服务器发送建立通信连接的请求，电话管理服务器在接收到该请求后即与WebRTC服务器建立通信连接。
步骤S20，所述WebRTC服务器将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
在本实施例中，电话管理服务器支持SIP协议（Session Initiation Protocol，会话初始协议），所述SIP协议是由IETF（Internet Engineering Task Force，因特网工程任务组）制定的多媒体通信协议。WebRTC服务器与电话管理服务器建立通信连接后，WebRTC服务器与电话管理服务器之间进行通信时则采用SIP协议。WebRTC服务器与电话管理服务器建立通信连接之后，则将客户触发的呼叫请求和预先填写的客户信息以sip协议的方式发送至电话管理服务器。上述过程非常迅速，属于毫秒级别的通信。
步骤S30，所述电话管理服务器将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器。
电话管理服务器接收WebRTC服务器发送的呼叫请求和客户信息。由于电话管理服务器接收到的客户信息为较简单的基本信息，电话管理服务器需要将客户信息发送至业务服务器，以便业务服务器根据客户信息从本地数据库中获取对应客户的完整信息，由此，电话管理服务器将接收到的呼叫请求发送至对应的座席端，将接收到的客户信息发送至业务服务器。其中，电话管理服务器与业务服务器之间的通信采用sip协议，电话管理服务器是通过sip协议的方式将客户信息发送至业务服务器的。
步骤S40，所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
业务服务器在接收到客户信息后，从本地数据库提取出客户信息的关联信息。
在一种优选的实现方式中，业务服务器可以根据客户信息包含的关键字段，从本地数据库中查找客户信息的关联信息并进行提取。例如，客户信息若包含姓名，则将姓名作为关键字段，在本地数据库中进行检索查询，可以查找到与该姓名相关的所有业务数据，如客户类别、上年度保单详情、区域、历史服务信息等，将与该姓名相关的所有业务数据提取出来，作为客户信息的关联信息。
之后，获取预设弹窗模板；
在本实施例中，业务服务器中预先配置有弹窗模板，该弹窗模板中包括了为弹窗信息定义的需求数据类型（即需要从客户信息中获取到什么数据）、以及需求数据对应的需求字段名称。业务服务器首先获取该弹窗模板，然后根据需求字段对客户信息及其关联信息进行过滤，过滤掉非需求数据的字段及字段值，然后将过滤后的客户信息及其关联信息填充至预设弹窗模板中，得到对应的弹窗信息，从而保证了弹窗信息的准确性。需要说明的是，在对弹窗模板进行填充的过程中，可能会存在部分需求字段无对应数据的情况，此时，将该未填充的需求字段留空。
步骤S50，所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示。
业务服务器根据所述客户信息及其关联信息生成弹窗信息之后，将弹窗信息发送至对应的座席端进行展示。如此，座席端的坐席处理客户呼叫请求时，不仅可以避免客户与坐席沟通时先要复述之前填写过的客户信息，坐席还可以获知该客户的完整信息，不仅方便坐席业务的开展，且提升了客户体验。
本实施例提供一种坐席业务处理方法，通过预先搭建WebRTC服务器，在客户联系坐席时，WebRTC服务器可以接收客户通过客户端触发的呼叫请求和预先在客户端中填写的客户信息，再将呼叫请求和客户信息发送至电话管理服务器；电话管理服务器则将接收到的呼叫请求发送至对应的坐席端，并将接收到的客户信息发送至业务服务器；业务服务器从本地数据库中提取出客户信息的关联信息，并根据客户信息及其关联信息生成弹窗信息，将弹窗信息发送至对应的坐席端进行展示，如此，坐席在处理客户的呼叫请求时，不仅可以避免客户复述之前填写过的客户信息，坐席还可以全面掌握该客户的完整信息，方便坐席结合弹屏显示的信息为该客户提供优质的服务，节约了客户和坐席的时间，不仅有效提升坐席的工作效率，利于坐席工作开展，还提升了客户体验。
进一步地，基于第一实施例提出本申请坐席业务处理方法的第二实施例。
坐席业务处理方法的第二实施例与坐席业务处理方法的第一实施例的区别在于，所述步骤S30之前，可以包括：
所述电话管理服务器为所述呼叫请求匹配对应的座席端。
电话管理服务器接收到WebRTC服务器发送的呼叫请求和客户信息之后，还需确定为该客户提供服务的坐席端，该坐席端包括话务装置（比如话机）以及坐席专用PC。
具体地，参照图3，所述电话管理服务器为所述呼叫请求匹配对应的座席端的步骤包括：
步骤S11，所述电话管理服务器获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
步骤S12，若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
具体地，电话管理服务器包括CDR(Call Detail Records，呼叫详细记录）信息，CDR信息可以描述呼叫接续的全过程，也就是说，电话平台的CDR信息中记录有每个座席端的通话状态信息，座席端的通话状态信息则可以表示坐席端的工作状态，即，对于有通话开始时间却没有通话结束时间的坐席端，表示其对应的工作状态信息为忙碌状态，对于既有通话开始时间也有通话结束时间的坐席端、以及既没有通话开始时间也没有通话结束时间的坐席端，表示其对应的工作状态信息为空闲状态。由此，电话管理服务器可以查询各个座席端对应的CDR信息，进而根据各个座席端对应的CDR信息中，各个座席端的通话状态信息，确定哪些坐席端处于空闲状态、哪些坐席端处于忙碌状态。电话管理服务器如果基于各个座席端对应的CDR信息，确定当前存在空闲的座席端，则从处于空闲状态的坐席端中任意匹配一坐席端作为对应的坐席端为该客户提供服务，或者按照空闲坐席端的优先级，选择优先级高的空闲座席端作为匹配的坐席端。电话管理服务器为接收到的呼叫请求匹配了对应的座席端之后，将接收到的呼叫请求发送至对应座席端的话务装置。
在更多的实现方式中，所述根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端的步骤之后，还包括：
步骤S13，若当前不存在空闲的座席端，所述电话管理服务器则确定各个坐席端等待被处理的业务数；
在本步骤中，电话管理服务器如果基于各个座席端对应的CDR信息，确定当前座席端都处于忙碌状态，则查询各个坐席端等待被处理的业务数。
步骤S14，将各个坐席端等待被处理的业务数与预设阈值进行比对；
之后，电话管理服务器将各个坐席端等待被处理的业务数与预设阈值进行比对，该预设阈值为每个坐席端处理业务的饱和值，在饱和值内用户的预等待时间不会影响客户体验，该预设阈值可结合实际中坐席处理单个业务的平均时间进行灵活设置，此处不作限定。
步骤S15，将等待被处理的业务数低于预设阈值的坐席端确定为待选坐席端集合；
步骤S16，从所述待选坐席端集合中为所述呼叫请求匹配对应的座席端。
电话管理服务器将各个坐席端等待被处理的业务数与预设阈值进行比对之后，将等待被处理的业务数低于预设阈值的各个坐席端确定为待选坐席端集合，然后从待选坐席端集合中任意匹配一坐席端作为对应的坐席端为该客户提供服务。
此外，电话管理服务器在为呼叫请求匹配到对应的座席端之后，将上述为呼叫请求匹配的座席端的标识（比如座席端编号），通过sip协议的方式发送至业务服务器，业务服务器在接收到所述座席端的标识后，依据所述座席端的标识，在对应座席端的PC中将弹窗信息进行弹屏展示，座席端的坐席便可全面地掌握该客户的信息。
本实施例提供一种坐席端匹配机制，能够使客户的呼叫请求快速送达匹配的座席端，提高客户满意度。
此外，本申请实施例还提供一种坐席业务处理装置。
参照图5，图5为本申请坐席业务处理装置第一实施例的功能模块示意图。
本实施例中，所述坐席业务处理装置包括：
WebRTC服务器的建立模块10，用于在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
WebRTC服务器的发送模块20，用于将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
电话管理服务器的发送模块30，用于将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
业务服务器的生成模块40，用于从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
业务服务器的发送模块50，用于将所述弹窗信息发送至对应的坐席端进行展示。
其中，上述坐席业务处理装置的各虚拟功能模块存储于图1所示坐席业务处理设备的存储器1005中，用于实现计算机可读指令的所有功能；各模块被处理器1001执行时，可以避免客户与坐席沟通时先要复述之前填写过的客户信息，坐席还可以全面掌握该客户的完整信息，方便坐席结合弹屏显示的信息为该客户提供优质的服务，节约了客户和坐席的时间，不仅有效提升坐席的工作效率，利于坐席工作开展，还提升了客户体验。
进一步的，所述业务服务器的生成模块40包括：
提取单元，用于根据所述客户信息包含的关键字段，从本地数据库中查找所述客户信息的关联信息并进行提取；
获取单元，用于获取预设弹窗模板；
填充单元，用于根据所述客户信息及其关联信息对所述预设弹窗模板进行填充，得到弹窗信息。
进一步的，所述坐席业务处理装置还包括：
电话管理服务器的匹配模块，用于为所述呼叫请求匹配对应的座席端。
进一步的，所述电话管理服务器的匹配模块包括：
判断单元，用于获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
第一匹配单元，用于若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
进一步的，所述电话管理服务器的匹配模块还包括：
第一确定单元，用于若当前不存在空闲的座席端，则确定各个坐席端等待被处理的业务数；
比对单元，用于将各个坐席端等待被处理的业务数与预设阈值进行比对；
第二确定单元，用于将等待被处理的业务数低于预设阈值的坐席端确定为待选坐席端集合；
第二匹配单元，用于从所述待选坐席端集合中为所述呼叫请求匹配对应的座席端。
进一步的，所述电话管理服务器的匹配模块还包括：
电话管理服务器的发送单元，用于将所述对应的座席端标识发送至业务服务器；
所述业务服务器的发送模块50包括：
业务服务器的发送单元，用于根据所述对应的座席端标识，在对应的座席端展示所述弹窗信息。
其中，上述坐席业务处理装置中各个模块的功能实现与上述坐席业务处理方法实施例中各步骤相对应，其功能和实现过程在此处不再一一赘述。
此外，本申请实施例还提供一种计算机可读存储介质，所述计算机可读存储介质可以为非易失性可读存储介质。
本申请计算机可读存储介质上存储有计算机可读指令，其中所述计算机可读指令被处理器执行时，实现如上述的坐席业务处理方法的步骤。
其中，计算机可读指令被执行时所实现的方法可参照本申请坐席业务处理方法的各个实施例，此处不再赘述。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者系统不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者系统所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者系统中还存在另外的相同要素。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在如上所述的一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种坐席业务处理方法，其特征在于，所述坐席业务处理方法包括以下步骤：
    网页实时通信WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
    所述WebRTC服务器将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
    所述电话管理服务器将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
    所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
    所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示。
  2. 如权利要求1所述的坐席业务处理方法，其特征在于，所述呼叫请求和所述客户信息由客户端以WebRTC协议的方式发送至WebRTC服务器，所述WebRTC服务器以会话初始协议sip协议的方式将所述呼叫请求和所述客户信息发送至电话管理服务器。
  3. 如权利要求1所述的坐席业务处理方法，其特征在于，所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息的步骤包括：
    所述业务服务器根据所述客户信息包含的关键字段，从本地数据库中查找所述客户信息的关联信息并进行提取；
    获取预设弹窗模板；
    根据所述客户信息及其关联信息对所述预设弹窗模板进行填充，得到弹窗信息。
  4. 如权利要求1所述的坐席业务处理方法，其特征在于，所述电话管理服务器将所述呼叫请求发送至对应的坐席端的步骤之前，包括：
    所述电话管理服务器为所述呼叫请求匹配对应的座席端。
  5. 如权利要求4所述的坐席业务处理方法，其特征在于，所述电话管理服务器为所述呼叫请求匹配对应的座席端的步骤包括：
    所述电话管理服务器获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
    若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
  6. 如权利要求5所述的坐席业务处理方法，其特征在于，所述电话管理服务器获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端的步骤之后，还包括：
    若当前不存在空闲的座席端，所述电话管理服务器则确定各个坐席端等待被处理的业务数；
    将各个坐席端等待被处理的业务数与预设阈值进行比对；
    将等待被处理的业务数低于预设阈值的坐席端确定为待选坐席端集合；
    从所述待选坐席端集合中为所述呼叫请求匹配对应的座席端。
  7. 如权利要求4所述的坐席业务处理方法，其特征在于，所述电话管理服务器为所述呼叫请求匹配对应的座席端的步骤之后，包括：
    所述电话管理服务器将所述对应的座席端标识发送至业务服务器；
    所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示的步骤包括：
    所述业务服务器根据所述对应的座席端标识，在对应的座席端展示所述弹窗信息。
  8. 一种坐席业务处理装置，其特征在于，所述坐席业务处理装置坐席业务处理装置包括：
    WebRTC服务器的建立模块，用于在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
    WebRTC服务器的发送模块，用于将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
    电话管理服务器的发送模块，用于将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
    业务服务器的生成模块，用于从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
    业务服务器的发送模块，用于将所述弹窗信息发送至对应的坐席端进行展示。
  9. 如权利要求8所述的坐席业务处理装置，其特征在于，所述业务服务器的生成模块包括：
    提取单元，用于根据所述客户信息包含的关键字段，从本地数据库中查找所述客户信息的关联信息并进行提取；
    获取单元，用于获取预设弹窗模板；
    填充单元，用于根据所述客户信息及其关联信息对所述预设弹窗模板进行填充，得到弹窗信息。
  10. 如权利要求8所述的坐席业务处理装置，其特征在于，所述坐席业务处理装置，还包括：
    电话管理服务器的匹配模块，用于为所述呼叫请求匹配对应的座席端。
  11. 如权利要求10所述的坐席业务处理装置，其特征在于，所述电话管理服务器的匹配模块包括：
    判断单元，用于获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
    第一匹配单元，用于若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
  12. 如权利要求11所述的坐席业务处理装置，其特征在于，所述电话管理服务器的匹配模块，还包括：
    第一确定单元，用于若当前不存在空闲的座席端，则确定各个坐席端等待被处理的业务数；
    比对单元，用于将各个坐席端等待被处理的业务数与预设阈值进行比对；
    第二确定单元，用于将等待被处理的业务数低于预设阈值的坐席端确定为待选坐席端集合；
    第二匹配单元，用于从所述待选坐席端集合中为所述呼叫请求匹配对应的座席端。
  13. 一种坐席业务处理设备，其特征在于，所述坐席业务处理设备包括处理器、存储器、以及存储在所述存储器上并可被所述处理器执行的计算机可读指令，其中所述计算机可读指令被所述处理器执行时，实现如下步骤：
    网页实时通信WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
    所述WebRTC服务器将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
    所述电话管理服务器将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
    所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
    所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示。
  14. 如权利要求13所述的坐席业务处理设备，其特征在于，所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息的步骤包括：
    所述业务服务器根据所述客户信息包含的关键字段，从本地数据库中查找所述客户信息的关联信息并进行提取；
    获取预设弹窗模板；
    根据所述客户信息及其关联信息对所述预设弹窗模板进行填充，得到弹窗信息。
  15. 如权利要求13所述的坐席业务处理设备，其特征在于，所述电话管理服务器将所述呼叫请求发送至对应的坐席端的步骤之前，包括：
    所述电话管理服务器为所述呼叫请求匹配对应的座席端。
  16. 如权利要求15所述的坐席业务处理设备，其特征在于，所述电话管理服务器为所述呼叫请求匹配对应的座席端的步骤包括：
    所述电话管理服务器获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
    若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
  17. 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上存储有计算机可读指令，其中所述计算机可读指令被处理器执行时，实现如下步骤：
    网页实时通信WebRTC服务器在接收到客户基于客户端触发的呼叫请求和输入的客户信息时，建立与电话管理服务器之间的通信连接；
    所述WebRTC服务器将所述呼叫请求和所述客户信息发送至所述电话管理服务器；
    所述电话管理服务器将所述呼叫请求发送至对应的坐席端，并将所述客户信息发送至业务服务器；
    所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息；
    所述业务服务器将所述弹窗信息发送至对应的坐席端进行展示。
  18. 如权利要求17所述的计算机可读存储介质，其特征在于，所述业务服务器从本地数据库中提取出所述客户信息的关联信息，并根据所述客户信息及其关联信息生成弹窗信息的步骤包括：
    所述业务服务器根据所述客户信息包含的关键字段，从本地数据库中查找所述客户信息的关联信息并进行提取；
    获取预设弹窗模板；
    根据所述客户信息及其关联信息对所述预设弹窗模板进行填充，得到弹窗信息。
  19. 如权利要求17所述的计算机可读存储介质，其特征在于，所述电话管理服务器将所述呼叫请求发送至对应的坐席端的步骤之前，包括：
    所述电话管理服务器为所述呼叫请求匹配对应的座席端。
  20. 如权利要求19所述的计算机可读存储介质，其特征在于所述电话管理服务器为所述呼叫请求匹配对应的座席端的步骤包括：
    所述电话管理服务器获取各个坐席端的工作状态信息，并根据各个坐席端的所述工作状态信息，判断当前是否存在空闲的座席端；
    若当前存在空闲的座席端，则从空闲的座席端中为所述呼叫请求匹配对应的座席端。
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CN108259433A (zh) * 2016-12-29 2018-07-06 中国移动通信有限公司研究院 一种呼叫排队分发方法、系统及服务器

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