WO2020147399A1 - 一种基于数据属性匹配的统一路由方法、装置和系统 - Google Patents

一种基于数据属性匹配的统一路由方法、装置和系统 Download PDF

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WO2020147399A1
WO2020147399A1 PCT/CN2019/117540 CN2019117540W WO2020147399A1 WO 2020147399 A1 WO2020147399 A1 WO 2020147399A1 CN 2019117540 W CN2019117540 W CN 2019117540W WO 2020147399 A1 WO2020147399 A1 WO 2020147399A1
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seat
preferred
execute
agent
preset
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French (fr)
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王洪亮
韩琪
蒋辉
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Ping An Technology Shenzhen Co Ltd
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Ping An Technology Shenzhen Co Ltd
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Definitions

  • This application relates to the technical field of communication management, and in particular to a unified routing method, device and system based on data attribute matching.
  • the telephone platform uses computer communication technology to process telephone inquiries from enterprises and customers and provide customers with various telephone response services.
  • the realization of telephone distribution business logic mainly relies on the skill attributes of the telephone platform, so that the realization of business requirements must be realized by routing and queuing on the telephone platform.
  • different telephone platforms have their own independent solutions, which makes the cross-platform telephone routing distribution can only be completed within the resolution of each platform, making the telephone routing distribution tightly coupled with the communication functions of the telephone platform.
  • the embodiments of the present application provide a unified routing method, device and system based on data attribute matching, which can decouple telephone routing distribution and telephone platform communication functions.
  • the embodiment of the present application provides a unified routing method based on data attribute matching, including: pre-stored the correspondence between the calling number of at least one pre-stored user and a preset user level, and at least one phone platform corresponding The service priority level of at least one agent; further includes: for each of the telephone platforms, executing: when the telephone platform receives an incoming call from the current user, determine the calling number of the incoming call; according to The corresponding relationship determines whether there is a corresponding user level for the calling number of the incoming phone; if so, according to the determined user level and the service priority level, from the at least one phone platform corresponding Determine the target seat among at least one seat; transfer the incoming call to the target seat.
  • an embodiment of the present application provides a unified routing device based on data attribute matching, including: a storage unit configured to pre-store the correspondence between the calling number of at least one pre-stored user and a preset user level, and at least The service priority level of at least one agent corresponding to a telephone platform; the routing unit is used for each of the telephone platforms to execute: when the telephone platform receives an incoming call from the current user, determine the incoming line The calling number of the telephone; according to the corresponding relationship stored in the storage unit, it is determined whether the calling number of the incoming phone has a corresponding user level; if so, according to the determined user level and the The service priority level determines a target seat from at least one seat corresponding to the at least one telephone platform; a processing unit is used to transfer the incoming call to the target seat determined by the routing unit.
  • an embodiment of the present application provides a unified routing system based on data attribute matching, including: at least one telephone platform and the unified routing device based on data attribute matching described in the second aspect; the telephone platform is used for Receive incoming calls from the current user; receive incoming calls transferred by the unified routing device based on data attribute matching through the corresponding at least one agent.
  • an embodiment of the present application provides a computer device, including a memory and a processor.
  • the memory stores computer-readable instructions.
  • the processing The device executes the steps of the unified routing method based on data attribute matching according to any one of the first claims.
  • the embodiments of the present application provide a non-volatile readable storage medium storing computer readable instructions.
  • the computer readable instructions are executed by one or more processors, one or more processing
  • the device executes the steps of the unified routing method based on data attribute matching according to any one of the first claims.
  • the phone platform that receives the incoming call will not directly match the target agent for the incoming call, but first determine the calling number of the incoming call Then determine whether the calling number of the incoming phone has a corresponding user level based on the pre-stored corresponding relationship. If there is a corresponding user level, it means that the current user calling the incoming phone is an important customer, so it needs According to the determined user level and the service level corresponding to at least one agent, match the corresponding target agent for the current user, so that the corresponding service is provided to the current user through the target agent, and the current user experience is improved while realizing the unification of incoming calls Routing, decoupling telephone routing distribution and telephone platform communication functions.
  • FIG. 1 is a flowchart of a unified routing method based on data attribute matching provided in an embodiment
  • FIG. 2 is a schematic structural diagram of a unified routing device based on data attribute matching provided in an embodiment
  • FIG. 3 is a schematic structural diagram of a unified routing system based on data attribute matching provided in an embodiment
  • Fig. 4 is a schematic structural diagram of another unified routing system based on data attribute matching provided in an embodiment.
  • an embodiment of the present application provides a unified routing method based on data attribute matching, including:
  • Step 101 Pre-store the correspondence between the calling number of at least one pre-stored user and the preset user level, and the service priority level of at least one agent corresponding to the at least one telephone platform;
  • Step 102 For each of the phone platforms, execute: when the phone platform receives an incoming phone call from the current user, determine the calling number of the incoming phone;
  • Step 103 Determine whether the calling number of the incoming phone has the corresponding user level according to the corresponding relationship
  • Step 104 If yes, determine a target seat from each of the seats according to the determined user level and the service priority level;
  • Step 105 Transfer the incoming call to the target agent.
  • the phone platform that receives the incoming call does not directly match the corresponding target agent for the incoming call, but first determines the number of the incoming call Caller number and other attribute information, and then determine whether the caller number of the incoming phone has a corresponding user level based on the pre-stored corresponding relationship.
  • the determining a target agent from at least one agent corresponding to the at least one telephone platform according to the determined user level and the service priority level includes:
  • S0 Determine, from at least one seat corresponding to the at least one telephone platform, at least one preferred seat whose service priority level corresponds to the determined user level according to a preset matching rule;
  • the current user when matching the corresponding target seat for the current user, the current user can be matched according to the preset matching rules, and the service priority level of the preferred seat corresponding to the user level is selected, so that the preferred seat that passes the match is It provides corresponding business services to improve user satisfaction.
  • the preferred seats need to be filtered according to the seat points of the preferred seats, so that the target seats can be determined to provide business services for the current user.
  • the preset matching rule may be that each service priority level corresponds to at least one user level, that is, the service priority level “A” corresponds to the user level “1” and the user level “2", and the service priority level “B” Corresponding to the user level “Level 2" and the user level “Level 3”.
  • the S3 includes: arranging each of the preferred seats in a preset arrangement sequence, and setting the first preferred seat in the arrangement sequence as the current seat, and executing:
  • D2 Determine whether the current seat is the last in the arrangement sequence, if so, execute D3, otherwise, execute D4;
  • D4 According to the arrangement sequence, take the next preferred seat of the current seat as the current seat, and return to D0.
  • the agent points can reflect the business ability of the preferred agent, the degree of understanding of the current user, and other information. Therefore, when selecting each preferred agent, each preferred agent is selected according to the preset agent points from high to low or Sort the seats from low to high, and then according to the working status (idle state or busy state) of the sorted preferred seats, determine the target seats with relatively strong business ability and idle working status from the preferred seats , In order to provide users with relatively high-quality services, and minimize the online waiting time of users, and improve user experience.
  • the S2 includes: for each of the preferred seats, determining the seat points of the preferred seats according to the following formula:
  • F represents the agent points of the preferred agent
  • S represents the pre-stored connection duration corresponding to the preferred agent
  • a represents the preset duration weight value
  • H represents the number of times the preferred agent answers the incoming call
  • b Represents the preset weight value of the number of times
  • Y represents the number of pre-stored wiring corresponding to the preferred agent
  • c represents the preset number weight value
  • L h represents the determined attribution of the calling number
  • L z represents the preferred agent
  • e represents the preset distance weight value
  • N h represents the age of the pre-stored seat corresponding to the preferred seat
  • N z represents the age of the pre-stored user corresponding to the determined calling number
  • d represents the preset age weight Value
  • X represents a preset positive number.
  • the pre-stored wiring duration corresponding to the preferred seat (which may be the pre-stored wiring duration of the preferred seat within a certain period of time) and the number of pre-stored wiring (which may be the pre-stored wiring duration of the preferred seat within a certain period of time).
  • the preferred agent corresponds to answering the current user's incoming call The more the number of incoming calls answered, the smaller the difference between the corresponding pre-stored seat age and the current user’s pre-stored user age (ie the pre-stored user age corresponding to the calling number), which can reduce the generation gap between the preferred seat and the current user.
  • the seat points of the preferred seats are comprehensively determined through the above factors, and then the corresponding target seats are matched for the current user based on the seat points, and corresponding services are provided to the users to improve the user experience.
  • the transferring the incoming call to the target agent includes: transferring the incoming call to the target agent by using the Session Initiation Protocol SIP.
  • SIP Session Initiation Protocol
  • the unified routing of telephones is implemented based on the SIP protocol. Since the SIP protocol function does not define the type of session to be established, it only defines how the session should be managed. Therefore, it is possible to transfer incoming calls from different phone platforms to the corresponding seats of other platforms, so as to realize cross-platform phone routing and distribution. Coupling telephone routing distribution and telephone platform communication functions.
  • the corresponding relationship it is determined whether the calling number of the incoming phone has a corresponding user level; if so, according to the determined user level and the service priority Level, determining a target agent from at least one agent corresponding to the at least one phone platform, including: when it is determined according to the corresponding relationship that the calling number of the incoming phone does not have the corresponding user level, the In a queue corresponding to at least one seat corresponding to at least one telephone platform, the seat with the smallest number of waiting seats is used as the target seat.
  • the agent with the least number of people waiting in the queue is determined to serve it, so as to shorten the online waiting time of current users and improve user satisfaction.
  • an embodiment of the present application provides a unified routing device based on data attribute matching, including: a storage unit 201, configured to pre-store the correspondence between the calling number of at least one pre-stored user and a preset user level , And the service priority level of at least one agent corresponding to at least one phone platform; the routing unit 202 is used for each of the phone platforms to execute: when the phone platform receives an incoming call from the current user, determine The calling number of the incoming phone; according to the correspondence stored in the storage unit 201, it is determined whether the calling number of the incoming phone has a corresponding user level; if so, according to the determined The user level and the service priority level determine the target seat from at least one seat corresponding to the at least one telephone platform; the processing unit 203 is configured to transfer the incoming call to the one determined by the routing unit 203 On the target seat.
  • the routing unit when at least one external telephone platform receives an incoming call, it is not the telephone platform that receives the incoming call directly matches the corresponding target agent for the incoming call, but the routing unit first stores the The corresponding relationship pre-stored in the unit determines whether the calling number of the incoming phone has a corresponding user level.
  • a corresponding user level it means that the current user calling the incoming phone is an important customer, so it needs to be determined according to the user level
  • the service level corresponding to at least one seat is matched with the corresponding target seat for the current user, and then the incoming call is transferred to the target seat determined by the determining unit through the processing unit, so that the corresponding service is provided to the current user through the target seat, While improving the experience of current users, it realizes unified routing of incoming calls, decoupling telephone routing distribution and telephone platform communication functions.
  • the routing unit is configured to execute: S0: according to a preset matching rule, determine at least one of the service priority levels and the determined priority from at least one agent corresponding to the at least one telephone platform The preferred seat corresponding to the user level; S1: Determine whether the number of at least one preferred seat is greater than 1, if yes, perform S2, otherwise, perform S4; S2: Determine the seat points corresponding to each preferred seat separately , Execute S3; S3: determine the target seat from each preferred seat according to the seat points; S4: use the preferred seat as the target seat.
  • the routing unit is configured to arrange each of the preferred seats in a descending order of the seat points; the first preferred seat in the arrangement order As the current seat, execute: D0: determine whether the current seat is free, if yes, execute D1, otherwise, execute D2; D1: use the current seat as the target seat; D2: determine whether the current seat is in the arrangement The last one in the sequence, if yes, execute D3, otherwise, execute D4; D3: In the queue corresponding to each of the preferred seats, the preferred seat waiting for the least number of people is used as the target seat; D4: according to the sequence , Take the next preferred seat of the current seat as the current seat, and return to D0.
  • the routing unit is configured to execute: for each of the preferred seats, determine the seat points of the preferred seats according to the following formula:
  • F represents the agent points of the preferred agent
  • S represents the pre-stored connection duration corresponding to the preferred agent
  • a represents the preset duration weight value
  • H represents the number of times the preferred agent answers the incoming call
  • b Represents the preset weight value of the number of times
  • Y represents the number of pre-stored wiring corresponding to the preferred agent
  • c represents the preset number weight value
  • L h represents the determined attribution of the calling number
  • L z represents the preferred agent
  • e represents the preset distance weight value
  • N h represents the age of the pre-stored seat corresponding to the preferred seat
  • N z represents the age of the pre-stored user corresponding to the determined calling number
  • d represents the preset age weight Value
  • X represents a preset positive number.
  • the processing unit is configured to transfer the incoming call to the target agent by using SIP.
  • the routing unit is configured to, when it is determined according to the corresponding relationship that the calling number of the incoming phone does not have a corresponding user level, assign the at least one phone platform to In the queue corresponding to at least one seat, the seat with the least number of waiting seats is used as the target seat.
  • an embodiment of the present application provides a unified routing system based on data attribute matching, including: at least one telephone platform 301 and the unified routing device 302 based on data attribute matching described in Figure 2; the telephone platform , Used to receive incoming calls of the current user; receive incoming calls transferred by the unified routing device based on data attribute matching through the corresponding at least one agent.
  • an incoming call when received by the telephone platform, it is not the telephone platform that receives the incoming call directly matching the corresponding target agent for the incoming call, but a unified routing device based on data attribute matching, Instead, first determine the attribute information such as the calling number of the incoming phone, and then determine whether the calling number of the incoming phone has a corresponding user level according to the pre-stored corresponding relationship. If there is a corresponding user level, it means that the incoming call The current user of the line phone is an important customer.
  • Figure 3 shows a unified routing device based on data attribute matching and three telephone platforms.
  • the following takes the unified routing device L based on data attribute matching as the unified routing device L and the telephone platform T as an example to perform a unified routing system with data attribute matching provided by this application.
  • Detailed description, as shown in Figure 4, can specifically include the following steps:
  • Step 401 The unified routing device L pre-stores the correspondence between the calling number of at least one pre-stored user and the preset user level, and the service priority level of at least one agent corresponding to the at least one telephone platform. For example, the unified routing device L pre-stores the corresponding relationship a between the calling number "12345" of the user a and the preset user level "1"; the calling number "98765" of the user b and the preset user are pre-stored Correspondence b for level "secondary"; the service priority level of agent c1 corresponding to telephone platform c is "A level", the service priority level of agent c2 is "level B"; the service priority level of agent d1 corresponding to telephone platform d It is "C level” and the service priority level of agent d2 is "A level”.
  • Step 402 The telephone platform T receives incoming calls from the current user.
  • Step 403 The unified routing device L determines the calling number of the incoming call received by the telephone platform T. Specifically, when the telephone platform T receives an incoming call from a current user, the unified routing device L needs to determine the calling number corresponding to the incoming call, so that the calling number can determine whether the current user is a pre-stored user, that is, Whether it is an important user, in order to determine its corresponding user level. For example, the unified routing device L determines that the calling number of the incoming call received by the telephone platform T is "12345".
  • Step 404 The unified routing device L determines whether the calling number of the incoming phone has a corresponding user level according to the corresponding relationship, if yes, execute step 405; otherwise, execute step 415. Specifically, after the unified routing device L determines the calling number of the incoming phone, it can determine whether the calling number has a corresponding relationship based on the pre-stored correspondence between the calling number of at least one pre-stored user and the preset user level. User level, if there is a corresponding user level, the current user can be matched with the corresponding target seat according to the user level.
  • the current user can be determined to be a normal user, so it can be routed as a normal user
  • the way is to match the target seat, that is, to determine the seat with the least number of waiting queues from each seat as the target seat, so as to shorten the online waiting time of the current user and improve user satisfaction.
  • the unified routing device L can determine that the user level corresponding to the calling number "12345" of the incoming call is "first level" according to the stored correspondence a and the correspondence b.
  • Step 405 The unified routing device L determines from each seat at least one preferred seat with a service priority level corresponding to the determined user level according to a preset matching rule. Specifically, after the unified routing device L determines the user level corresponding to the calling number of the incoming phone, that is, after determining the user level corresponding to the current user, it needs to filter out the user level from each agent according to the preset matching rules. The corresponding preferred seats, so that the current user is matched with the corresponding target seats from the preferred seats.
  • the preset matching rules are: the service priority level "A level” corresponds to the user level "first level” and "second level”; the service priority level "B level” corresponds to the user level "level three" and "fourth level”.
  • the service priority level "C level” corresponds to the user level “level five” and “level six”; the user level corresponding to the calling number of the incoming call is "level one", so it can be based on matching rules , It can be determined that seat c1 and seat d2 are preferred seats.
  • Step 406 The unified routing device L determines whether the number of at least one preferred seat is greater than 1, and if so, execute step 407, otherwise, execute step 414. Specifically, when the number of preferred seats is greater than 1, the unified routing device L needs to match the target seats for the current user according to the seat points corresponding to the preferred seats. When the number of preferred seats is 1, the incoming call can be directly transferred to the preferred seat, so as to provide services to the current user as soon as possible.
  • Step 407 The unified routing device L separately determines the seat points corresponding to each preferred seat. Specifically, the seat points of each preferred seat can be determined separately according to the following formula,
  • F represents the agent points of the preferred agent
  • S represents the pre-stored connection duration corresponding to the preferred agent
  • a represents the preset weight value of the duration
  • H represents the number of times the preferred agent answers incoming calls
  • b represents the preset weight value of the number of times.
  • Y represents the number of pre-stored connections corresponding to the preferred seat
  • c represents the preset number weight value
  • L h represents the home location of the determined calling number
  • L z represents the pre-stored location corresponding to the preferred seat
  • e represents the preset distance weight value
  • N h represents the age of the pre-stored agent corresponding to the preferred agent
  • N z represents the age of the pre-stored user corresponding to the determined calling number
  • d represents the preset age weight value
  • X represents the preset positive number.
  • the generation gap between the preferred agent and the current user can be reduced to facilitate the business interaction between the two parties, and the closer the pre-stored location corresponding to the preferred agent is to the home of the calling number, the phone routing cost can be minimized.
  • a business parameter and the weight value corresponding to the business parameter are formed to balance the seat points of each preferred seat to the greatest extent. For example, according to the above formula, it is determined that the seat score of the preferred seat c1 is 10, and the seat score of the preferred seat d2 is 8.
  • Step 408 The unified routing device L arranges each preferred seat according to a preset arrangement sequence of seat points from high to low, and sets the first preferred seat in the arrangement sequence as the current seat.
  • the preferred seat c1 and the preferred seat d1 are the preferred seat c1 and the preferred seat d1 in the order of the seat points from high to low.
  • Step 409 The unified routing device L determines whether the current seat is free, if yes, execute step 410, otherwise, execute step 411. Specifically, because the preferred agent with the higher the agent score has relatively strong business capabilities and is relatively familiar with the current user, it can provide the current user with relatively high-quality business services. However, in order to shorten the online waiting time of the current user, it is also necessary to comprehensively determine the target seat according to the working status of the preferred seat, so as to avoid the current user from waiting too long and affecting the user experience.
  • the unified routing device L determines whether the preferred seat c1 is in a busy state, it determines whether the preferred seat d1 is free, and if so, transfers the incoming call to the preferred seat d1, otherwise it continues to determine whether the preferred seat d1 is free. If it is free, the incoming call is transferred to the preferred seat d1.
  • both the preferred seat c1 and the preferred seat d1 are in a busy state, it is necessary to determine the number of persons in the queue corresponding to the preferred seat c1 and the preferred seat d1 respectively, and determine the seat with the least waiting number as the target seat, so as to serve the current user as soon as possible .
  • Step 410 the unified routing device L uses the current seat as the target seat, and executes step 416.
  • Step 411 The unified routing device L determines whether the current seat is the last one in the arrangement sequence, if so, execute step 412, otherwise, execute step 413.
  • Step 412 The unified routing device L sets the preferred seat with the smallest number of waiting seats in the queue corresponding to each preferred seat as the target seat, and executes step 416. Specifically, when the unified routing device L determines that each preferred seat is in a busy state, it can set the seat with the least number of waiting persons in the queue as the target seat, so as to provide business services for the current user as soon as possible, and avoid excessive waiting time for the current user. Experience.
  • Step 413 The unified routing device L uses the next preferred seat of the current seat as the current seat according to the arrangement order, and returns to step 409.
  • Step 414 the unified routing device L uses the preferred seat as the target seat, and executes step 416.
  • Step 415 the unified routing device L takes the seat with the least number of waiting persons in the queue corresponding to each seat as the target seat, and executes step 416. Specifically, when the unified routing device L determines that the calling number of the incoming call does not have a corresponding user level, it needs to match the corresponding target agent for the current user according to the matching method of the ordinary user, that is, the agent with the least number of people waiting in the queue is taken as Target agents, so as to shorten the online waiting time of current users in order to provide services for them as soon as possible.
  • Step 416 The unified routing device L uses the SIP protocol to transfer the incoming call to the target seat. Specifically, since the SIP protocol function does not define the type of session to be established, but only defines how the session should be managed, the SIP protocol function can not only determine the calling number of the incoming phone, but also determine the calling number of the incoming phone. After the corresponding target agent, the incoming call is transferred to the target agent through the unified routing device L, that is, the incoming call of different phone platforms is transferred to the corresponding agent of other platforms, so as to realize cross-platform phone routing distribution and decoupling Telephone routing distribution and telephone platform communication functions.
  • the embodiment of the present application provides a computer device, the computer device includes a memory and a processor, the computer device includes a memory, a processor, and a computer readable that is stored in the memory and can run on the processor Instructions, when the processor executes the computer-readable instructions, the unified routing method based on data attribute matching as shown in FIG. 1 is implemented.
  • a non-volatile readable storage medium storing computer-readable instructions is provided.
  • the one or more processors execute such as Figure 1 shows a unified routing method based on data attribute matching.
  • the computer program can be stored in a computer readable storage medium. When executed, it may include the procedures of the above-mentioned method embodiments.
  • the aforementioned storage medium may be a non-volatile storage medium such as a magnetic disk, an optical disc, a read-only memory (Read-Only Memory, ROM), or a random access memory (Random Access Memory, RAM), etc.

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Abstract

本申请涉及一种基于数据属性匹配的统一路由方法、装置和系统，包括：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；针对至少一个外部的电话平台中的每一个电话平台，执行：在电话平台接收到当前用户呼入的进线电话时，确定进线电话的主叫号码；根据对应关系，确定进线电话的主叫号码是否存在对应的用户等级；如果是，根据确定的用户等级和服务优先等级，从至少一个坐席中确定目标坐席；将进线电话转接到目标坐席上。本方案能够解耦电话路由分配与电话平台通信功能。

Description

一种基于数据属性匹配的统一路由方法、装置和系统
本申请要求与2019年1月17日提交中国专利局、申请号为2019100445012、申请名称为“一种基于数据属性匹配的统一路由方法、装置和系统”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
本申请涉及通信管理技术领域，特别是涉及一种基于数据属性匹配的统一路由方法、装置和系统。
背景技术
电话平台是利用计算机通信技术，处理来自企业、顾客的电话垂询，为客户提供各种电话响应服务。目前，对于电话分配业务逻辑的实现主要依赖电话平台的技能属性，使得业务需求的实现必须在电话平台路由排队实现。但是，不同的电话平台有其独立的解决方案，这使得跨平台进行电话路由分配时，只能在各平台的决绝方案内完成，使得电话路由分配与电话平台通信功能紧耦合。
发明内容
本申请实施例提供了一种基于数据属性匹配的统一路由方法、装置和系统，能够解耦电话路由分配与电话平台通信功能。
第一方面，本申请实施例提供了一种基于数据属性匹配的统一路由方法，包括：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；还包括：针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；将所述进线电话转接到所述目标坐席上。
第二方面，本申请实施例提供了一种基于数据属性匹配的统一路由装置，包括：存储单元，用于预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；路由单元，用于针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述存储单元存储的所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；处理单元，用于将所述进线电话转接到所述路由单元确定的所述目标坐席上。
第三方面，本申请实施例提供了一种基于数据属性匹配的统一路由系统，包括：至少一个电话平台和第二方面所述的基于数据属性匹配的统一路由装置；所述电话平台，用于接收当前用户呼入的进线电话；通过对应的至少一个坐席接收所述基于数据属性匹配的统一路由装置转接的进线电话。
第四方面，本申请实施例提供了一种计算机设备，包括存储器和处理器，所述存储器中存储有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述处理器执行如第一方面中任一项权利要求所述的基于数据属性匹配的统一路由方法的步骤。
第五方面，本申请实施例提供了一种存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行如第一方面中任一项权利要求所述的基于数据属性匹配的统一路由方法的步骤。
对于本申请，在外部的至少一个电话平台接收到进线电话时，不是由接收进线电话的电话平台直接为该进线电话匹配对应的目标坐席，而是先确定进线电话的主叫号码等属性信息，再根据预存的对应关系确定该进线电话的主叫号码是否存在对应的用户等级，如果存在对应的用户等级，则说明呼入该进线电话的当前用户为重要客户，因此需要根据确定的用户等级和至少一个坐席对应的服务等级，为当前用户匹配对应的目标坐席，以使通过目标坐席为当前用户提供对应的服务，提高当前用户的体验的同时，实现进线电话的统一路由，解耦电话路由分配与电话平台通信功能。
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图1为一个实施例中提供的一种基于数据属性匹配的统一路由方法的流程图；
图2为一个实施例中提供的一种基于数据属性匹配的统一路由装置的结构示意图；
图3为一个实施例中提供的一种基于数据属性匹配的统一路由系统的结构示意图；
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具体实施方式
为了使本申请的目的、技术方案及优点更加清楚明白，以下结合附图及实施例，对本申请进行进一步详细说明。应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
如图1所示，本申请实施例提供了一种基于数据属性匹配的统一路由方法，包括：
步骤101：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；
步骤102：针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；
步骤103：根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；
步骤104：如果是，根据确定的所述用户等级和所述服务优先等级，从各个所述坐席中确定目标坐席；
步骤105：将所述进线电话转接到所述目标坐席上。
在本申请实施例中，在外部的至少一个电话平台接收到进线电话时，不是由接收进线电话的电话平台直接为该进线电话匹配对应的目标坐席，而是先确定进线电话的主叫号码等属性信息，再根据预存的对应关系确定该进线电话的主叫号码是否存在对应的用户等级，如果存在对应的用户等级，则说明呼入该进线电话的当前用户为重要客户，因此需要根据确定的用户等级和至少一个坐席对应的服务等级，为当前用户匹配对应的目标坐席，以使通过目标坐席为当前用户提供对应的服务，提高当前用户的体验的同时，实现进线电话的统一路由，解耦电话路由分配与电话平台通信功能。
在本申请一实施例中，所述根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：
S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；
S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；
S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；
S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；
S4：将所述优选坐席作为目标坐席。
在本申请实施例中，在为当前用户匹配对应的目标坐席时，可以按照预设的匹配规则为当前用户匹配，服务优先等级与其用户等级相对应的优选坐席，以使通过匹配的优选坐席为其提供相对应的业务服务，提高用户的满意度。而在匹配出的优选坐席的数量大于时，则需要按照优选坐席的坐席积分对优选坐席进行筛选，以使从中确定出目标坐席为当前用户提供业务服务。举例来说，预设的匹配规则可以为每一个服务优先等级对应至少一个用户等级，即服务优先等级“A”对应用户等级“一级”和用户等级“二级”，服务优先等级“B”对应用户等级“二级”和用户等级“三级”。
在本申请一实施例中，所述S3，包括：按照预设的排列顺序排列每一个所述优选坐席，并将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：
D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；
D1：将所述当前坐席作为目标坐席；
D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；
D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；
D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
在本申请实施例中，坐席积分可以体现出优选坐席的业务能力、了解当前用户的程度等信息，因此在对各个优选坐席进行筛选时，将各个优选坐席按照预设坐席积分由高至低或者由低至高的排列顺序对各个坐席进行排序，再根据排序后的优选坐席的工作状态(空闲状态或忙碌状态)，从各个优选坐席中确定业务能力相对较强，且工作状态处于空闲的目标坐席，以使为用户提供相对较高质量的服务，并且最大程度缩短用户在线等待时间，提高用户体验。而当各个优选坐席均处于忙碌状态时，为了尽快为当前用户提供业务服务，避免因当前用户等待时间过长影像用户体验，因此可以将队列人数最少的坐席作为目标坐席为 当前用户服务。在本申请一实施例中，所述S2，包括：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
Figure PCTCN2019117540-appb-000001
其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
在本申请实施例中，还需要根据优选坐席对应的预存接线时长(可以是该优选坐席在某段时间内预先存储的接线时长)、预存接线数量(可以是该优选坐席在某段时间内预先存储的接线数量)、接听当前用户呼入的进线电话的接听次数、预存坐席年龄(即为该优选坐席预先存储的坐席年龄)、预存所在地(可以是该优选坐席所在的服务地区)，以及主叫号码对应的预存用户年龄(可以是主叫号码对应的预先存储的用户年龄)和归属地等属性信息确定坐席积分，以使根据坐席积分确定目标坐席。在确定坐席积分的因素中，优选坐席对应的预存接线时长越长和预存接线数量越多，优选坐席的业务能力相对较强，业务熟练度也相对较高；优选坐席对应的接听当前用户呼入的进线电话的接听次数越多，对应的预存坐席年龄和当前用户对应的预存用户年龄(即主叫号码对应的预存用户年龄)之差越小，可以减少优选坐席与当前用户的代沟，双方也相对较为了解对方沟通方式，有利于交谈和沟通问题；而优选坐席对应的预存所在地与确定的主叫号码的归属地之间的距离越近，则可以最大程度降低电话路由的成本。通过上述因素综合确定出优选坐席的坐席积分，再根据坐席积分为当前用户匹配对应的目标坐席，为用户提供相对应的服务，以提高用户体验。
在本申请一实施例中，所述将所述进线电话转接到所述目标坐席上，包括：利用会话初始协议SIP，将所述进线电话转接到所述目标坐席上。在本申请实施例中，电话统一路由的方式是基于SIP协议实现的。由于SIP协议功能不定义要建立的会话的类型，只定义应该如何管理会话，因此可以实现将不同电话平台的进线电话转接到其他平台对应的坐席上，以实现跨平台电话路由分配，解耦电话路由分配与电话平台通信功能。
在本申请一实施例中，所述根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：当根据所述对应关系确定所述进线电话的主叫号码不存在对应的所述用户等级时，将所述至少一个电话平台对应的至少一个坐席所分别对应的队列中，等待人数最少的所述坐席作为目标坐席。
在本申请实施例中，当确定进线电话的主叫号码不存在对应的用户等级时，即可确定当前用户不是预存用户，因此可以按照普通用户对应的匹配方式为其匹配对应的目标坐席，即确定队列中等待人数最少的坐席为其服务，以缩短当前用户在线等待的时间，提高用户的满意度。
如图2所示，本申请实施例提供了一种基于数据属性匹配的统一路由装置，包括：存储单元201，用于预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；路由单元202，用于针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述存储单元201存储的所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；处理单元203，用于将所述进线电话转接到所述路由单元203确定的所述目标坐席上。
在本申请实施例中，在外部的至少一个电话平台接收到进线电话时，不是由接收进线电话的电话平台直接为该进线电话匹配对应的目标坐席，而是通过路由单元先根据存储单元预存的对应关系确定该进线电话的主叫号码是否存在对应的用户等级，如果存在对应的用户等级，则说明呼入该进线电话的当前用户为重要客户，因此需要根据确定的用户等级和至少一个坐席对应的服务等级，为当前用户匹配对应的目标坐席，再通过处理单元将进线电话转接到确定单元确定的目标坐席上，以使通过目标坐席为当前用户提供对应的服务，提高当前用户的体验的同时，实现进线电话的统一路由，解耦电话路由分配与电话平台通信功能。
在本申请一实施例中，所述路由单元，用于执行：S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；S4：将所述优选坐席作为目标坐席。
在本申请一实施例中，所述路由单元，用于按照所述坐席积分由高至低的排列顺序，排列每一个所述优选坐席；将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；D1：将所述当前坐席作为目标坐席；D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
在本申请一实施例中，所述路由单元，用于执行：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
Figure PCTCN2019117540-appb-000002
其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
在本申请一实施例中，所述处理单元，用于利用会话初始协议SIP，将所述进线电话转接到所述目标坐席上。在本申请一实施例中，所述路由单元，用于当根据所述对应关系确定所述进线电话的主叫号码不存在对应的所述用户等级时，将所述至少一个电话平台对应的至少一个坐席所分别对应的队列中，等待人数最少的所述坐席作为目标坐席。如图3所示，本申请实施例提供了一种基于数据属性匹配的统一路由系统，包括：至少一个电话平台301和图2所述的基于数据属性匹配的统一路由装置302；所述电话平台，用于接收当前用户呼入的进线电话；通过对应的至少一个坐席接收所述基于数据属性匹配的统一路由装置转接的进线电话。
在本申请实施例中，在电话平台接收到进线电话时，不是由接收进线电话的电话平台直接为该进线电话匹配对应的目标坐席，而是由基于数据属性匹配的统一路由装置，而是先确定进线电话的主叫号码等属性信息，再根据预存的对应关系确定该进线电话的主叫号码是否存在对应的用户等级，如果存在对应的用户等级，则说明呼入该进线电话的当前用户为重要客户，因此需要根据确定的用户等级和至少一个坐席对应的服务等级，为当前用户匹配对应的目标坐席，以使通过目标坐席为当前用户提供对应的服务，提高当前用户的体验的同时，实现进线电话的统一路由，解耦电话路由分配与电话平台通信功能。
图3中示出了一个基于数据属性匹配的统一路由装置和三个电话平台。为了更加清楚的说明本申请的技术方案及优点，下面以基于数据属性匹配的统一路由装置为统一路由装置L，以及电话平台T为例，对本申请提供的一种数据属性匹配的统一路由系统进行详细描述，如图4所示，具体可以包括以下步骤：
步骤401：统一路由装置L预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级。举例来说，统一路由装置L预先存储预存用户a的主叫号码“12345”和预设的用户等级“一级”的对应关系a；预存用户b的主叫号码“98765”和预设的用户等级“二级”的对应关系b；电话平台c对应的坐席c1的服务优先等级为“A级”、坐席c2的服务优先等级为“B级”；电话平台d对应的坐席d1的服务优先等级为“C级”、坐席d2的服务优先等级为“A级”。
步骤402：电话平台T接收当前用户呼入的进线电话。
步骤403：统一路由装置L确定电话平台T接收的进线电话的主叫号码。具体地，电话平台T在接收到当前用户呼入的进线电话时，统一路由装置L需要确定该进线电话对应的主叫号码，以使通过主叫号码确定当前用户是否为预存用户，即是否为重要用户，以使确定其对应的用户等级。举例来说，统一路由装置L确定电话平台T接收的进线电话的主叫号码为“12345”。
步骤404：统一路由装置L根据对应关系，确定进线电话的主叫号码是否存在对应的用户等级，如果 是，执行步骤405，否则，执行步骤415。具体地，统一路由装置L在确定进线电话的主叫号码后，可以根据预先存储的至少一个预存用户的主叫号码和预设的用户等级的对应关系，确定该主叫号码是否存在对应的用户等级，如果存在对应的用户等级，则可以根据该用户等级为当前用户匹配对应的目标坐席，如果不存在对应的用户等级，则可以确定当前用户为普通用户，因此可以按照普通用户电话路由的方式为其匹配目标坐席，即从各个坐席中确定队列等待人数最少的坐席为目标坐席，以使缩短当前用户在线等待的时间，提高用户的满意度。举例来说，统一路由装置L根据存储的对应关系a和对应关系b，可以确定进线电话的主叫号码“12345”对应的用户等级为“一级”。
步骤405：统一路由装置L按照预设的匹配规则，从各个坐席中确定至少一个服务优先等级与确定的用户等级相对应的优选坐席。具体地，统一路由装置L在确定进线电话的主叫号码所对应的用户等级后，即确定当前用户对应的用户等级后，需要按照预设的匹配规则，从各个坐席中筛选出与用户等级对应的优选坐席，以使从优选坐席中再为当前用户匹配对应的目标坐席。举例来说，预设的匹配规则为：服务优先等级“A级”与用户等级“一级”和“二级”相对应；服务优先等级“B级”与用户等级“三级”和“四级”相对应；服务优先等级“C级”与用户等级“五级”和“六级”相对应；进线电话的主叫号码所对应的用户等级为“一级”，因此可以根据匹配规则，可以确定坐席c1和坐席d2为优选坐席。
步骤406：统一路由装置L确定至少一个优选坐席的数量是否大于1，如果是，执行步骤407，否则，执行步骤414。具体地，统一路由装置L在优选坐席的数量大于1时，则需要根据优选坐席分别对应的坐席积分，从中为当前用户匹配目标坐席。而当优选坐席的数量为1时，则可以直接将进线电话转接到该优选坐席上，以使尽快为当前用户提供服务。
步骤407：统一路由装置L分别确定每一个优选坐席对应的坐席积分。具体地，根据下述公式可以分别确定每一个优选坐席的坐席积分，
Figure PCTCN2019117540-appb-000003
其中，F表征优选坐席的坐席积分，S表征优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征优选坐席接听进线电话的接听次数，b表征预设的次数权重值，Y表征优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的主叫号码的归属地，L z表征优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征优选坐席对应的预存坐席年龄，N z表征确定的主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
预存接线时长越长和预存接线数量越多，优选坐席的业务能力相对较强，业务处理也相对较熟练，接听该进线电话的接听次数越多、优选坐席与当前用户的年龄差越小，可以减少优选坐席与当前用户的代沟，以利于双方的业务交互，而优选坐席对应的预存所在地与主叫号码的归属地越近，则可以最大程度降低电话路由的成本。为了避免优选坐席的某一业务参数(即，预存接线时长、接听进线电话的接听次数、预存接线数量等业务参数)相对较差而影响其坐席积分，因此在计算坐席积分时，可以将每一个业务参数与业务参数相对应的权重值相成，以最大程度均衡各个优选坐席的坐席积分。举例来说，根据上述公式确定优选坐席c1的坐席积分为10，优选坐席d2的坐席积分为8。
步骤408：统一路由装置L按照预设的坐席积分由高至低的排列顺序排列每一个优选坐席，并将排列顺序中的第一个优选坐席作为当前坐席。举例来说，优选坐席c1和优选坐席d1，按照坐席积分由高至低的排列顺序依次为优选坐席c1和优选坐席d1。
步骤409：统一路由装置L确定当前坐席是否空闲，如果是，执行步骤410，否则，执行步骤411。具体地，由于坐席积分越高的优选坐席业务能力相对较强，与当前用户也相对较为了解，可以为当前用户提供相对较高质量的业务服务。但是，为了缩短当前用户在线等待的时间，还需要根据优选坐席的工作状态综合确定目标坐席，避免当前用户等待时间过长，影响用户体验。举例来说，统一路由装置L当确定优选坐席c1处于忙碌状态时，则确定优选坐席d1是否空闲，如果是，则将进线电话转接到优选坐席d1，否则继续确定优选坐席d1是否空闲，如果空闲则将进线电话转接到优选坐席d1。而当优选坐席c1和优选坐席d1均处于忙碌状态时，需要确定优选坐席c1和优选坐席d1分别对应的队列的人数，以从中确定等待人数最少的坐席为目标坐席，以使尽快为当前用户服务。
步骤410：统一路由装置L将当前坐席作为目标坐席，执行步骤416。
步骤411：统一路由装置L确定当前坐席是否为排列顺序中的最后一个，如果是，执行步骤412，否则，执行步骤413。
步骤412：统一路由装置L将各个优选坐席分别对应的队列中，等待人数最少的优选坐席作为目标坐席，执行步骤416。具体地，统一路由装置L在确定各个优选坐席均处于忙碌状态时，可以将队列中等待人数最少的坐席作为目标坐席，以使为当前用户尽快提供业务服务，避免当前用户等待时间过长降低用户体验。
步骤413：统一路由装置L按照排列顺序，将当前坐席的下一个优选坐席作为当前坐席，返回步骤409。
步骤414：统一路由装置L将该优选坐席作为目标坐席，执行步骤416。
步骤415：统一路由装置L将各个坐席分别对应的队列中，等待人数最少的坐席作为目标坐席，执行步骤416。具体地，统一路由装置L在确定进线电话的主叫号码不存在对应的用户等级时，需要将按照普通用户的匹配方式为当前用户匹配对应的目标坐席，即将队列中等待人数最少的坐席作为目标坐席，以使缩短当前用户在线等待时间，以尽快为其提供服务。
步骤416：统一路由装置L利用SIP协议，将进线电话转接到目标坐席上。具体地，由于SIP协议功能不定义要建立的会话的类型，只定义应该如何管理会话，因此通过SIP协议功能不仅可以确定进线电话的主叫号码，还可以在确定进线电话的主叫号码对应的目标坐席后，通过统一路由装置L将进线电话转接到该目标坐席上，即将不同电话平台的进线电话转接到其他平台对应的坐席上，实现跨平台电话路由分配，解耦电话路由分配与电话平台通信功能。
本申请实施例提供了一种计算机设备，所述计算机设备包括存储器和处理器，所述计算机设备包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的计算机可读指令，所述处理器执行所述计算机可读指令时实现如图1所示的基于数据属性匹配的统一路由方法。在一个实施例中，提出了一种存储由计算机可读指令的非易失性可读存储介质，该计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行如图1所示的基于数据属性匹配的统一路由方法。
需要说明的是，在本文中，诸如第一和第二之类的关系术语仅仅用来将一个实体或者操作与另一个实体或操作区分开来，而不一定要求或者暗示这些实体或操作之间存在任何这种实际的关系或者顺序。而且，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、物品或者设备不仅包括那些要素，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、物品或者设备所固有的要素。在没有更多限制的情况下，由语句“包括一个······”限定的要素，并不排除在包括所述要素的过程、方法、物品或者设备中还存在另外的相同因素。本领域普通技术人员可以理解实现上述实施例方法中的全部或部分流程，是可以通过计算机程序来指令相关的硬件来完成，该计算机程序可存储于一计算机可读取存储介质中，该程序在执行时，可包括如上述各方法的实施例的流程。其中，前述的存储介质可为磁碟、光盘、只读存储记忆体(Read-Only Memory，ROM)等非易失性存储介质，或随机存储记忆体(RandomAccess Memory，RAM)等。
以上所述实施例的各技术特征可以进行任意的组合，为使描述简洁，未对上述实施例中的各个技术特征所有可能的组合都进行描述，然而，只要这些技术特征的组合不存在矛盾，都应当认为是本说明书记载的范围。以上所述实施例仅表达了本申请的几种实施方式，其描述较为具体和详细，但并不能因此而理解为对本申请专利范围的限制。应当指出的是，对于本领域的普通技术人员来说，在不脱离本申请构思的前提下，还可以做出若干变形和改进，这些都属于本申请的保护范围。因此，本申请专利的保护范围应以所附权利要求为准。

Claims (20)

  1. 一种基于数据属性匹配的统一路由方法，预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；还包括：
    针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；
    根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；
    如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；
    将所述进线电话转接到所述目标坐席上。
  2. 如权利要求1所述的基于数据属性匹配的统一路由方法，所述根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：
    S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；
    S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；
    S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；
    S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；
    S4：将所述优选坐席作为目标坐席。
  3. 如权利要求2所述的基于数据属性匹配的统一路由方法，所述S3，包括：按照预设的排列顺序排列每一个所述优选坐席，并将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：
    D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；
    D1：将所述当前坐席作为目标坐席；
    D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；
    D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；
    D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
  4. 如权利要求2所述的基于数据属性匹配的统一路由方法，所述S2，包括：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
    Figure PCTCN2019117540-appb-100001
    其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
  5. 如权利要求1所述的基于数据属性匹配的统一路由方法，所述将所述进线电话转接到所述目标坐席上，包括：利用会话初始协议SIP，将所述进线电话转接到所述目标坐席上。
  6. 如权利要求1所述的基于数据属性匹配的统一路由方法，
    所述根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：
    当根据所述对应关系确定所述进线电话的主叫号码不存在对应的所述用户等级时，
    将所述至少一个电话平台对应的至少一个坐席所分别对应的队列中，等待人数最少的所述坐席作为目标坐席。
  7. 一种基于数据属性匹配的统一路由装置，包括：
    存储单元，用于预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；
    路由单元，用于针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述存储单元存储的所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电 话平台对应的至少一个坐席中确定目标坐席；
    处理单元，用于将所述进线电话转接到所述路由单元确定的所述目标坐席上。
  8. 如权利要求7所述的基于数据属性匹配的统一路由装置，所述路由单元，用于执行：S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；S4：将所述优选坐席作为目标坐席。
  9. 如权利要求8所述的基于数据属性匹配的统一路由装置，所述路由单元，用于按照预设的排列顺序排列每一个所述优选坐席，并将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；D1：将所述当前坐席作为目标坐席；D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
  10. 如权利要求8所述的基于数据属性匹配的统一路由装置，所述路由单元，用于执行：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
    Figure PCTCN2019117540-appb-100002
    其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
  11. 如权利要求7所述的基于数据属性匹配的统一路由装置，所述处理单元，用于利用会话初始协议SIP，将所述进线电话转接到所述目标坐席上。
  12. 如权利要求7所述的基于数据属性匹配的统一路由装置，所述路由单元，用于当根据所述对应关系确定所述进线电话的主叫号码不存在对应的所述用户等级时，将所述至少一个电话平台对应的至少一个坐席所分别对应的队列中，等待人数最少的所述坐席作为目标坐席。
  13. 一种计算机设备，包括存储器和处理器，所述存储器中存储有计算机可读指令，所述计算机可读指令被所述处理器执行时，使得所述处理器执行基于数据属性匹配的统一路由方法的步骤，包括：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；还包括：针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；将所述进线电话转接到所述目标坐席上。
  14. 如权利要求13所述的计算机设备，所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；S4：将所述优选坐席作为目标坐席。
  15. 如权利要求14所述的计算机设备，所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述S3，包括：按照预设的排列顺序排列每一个所述优选坐席，并将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；D1：将所述当前坐席作为目标坐席；D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
  16. 如权利要求14所述的计算机设备，所述计算机可读指令被所述处理器执行时，使得所述处理器执行所述S2，包括：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
    Figure PCTCN2019117540-appb-100003
    其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
  17. 一种存储有计算机可读指令的非易失性可读存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行基于数据属性匹配的统一路由方法的步骤，包括：预先存储至少一个预存用户的主叫号码和预设的用户等级的对应关系，以及至少一个电话平台对应的至少一个坐席的服务优先等级；还包括：针对每一个所述电话平台，执行：在所述电话平台接收到当前用户呼入的进线电话时，确定所述进线电话的主叫号码；根据所述对应关系，确定所述进线电话的主叫号码是否存在对应的所述用户等级；如果是，根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席；将所述进线电话转接到所述目标坐席上。
  18. 如权利要求17所述的存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述根据确定的所述用户等级和所述服务优先等级，从所述至少一个电话平台对应的至少一个坐席中确定目标坐席，包括：S0：按照预设的匹配规则，从所述至少一个电话平台对应的至少一个坐席中确定至少一个所述服务优先等级与确定的所述用户等级相对应的优选坐席；S1：确定至少一个所述优选坐席的数量是否大于1，如果是，执行S2，否则，执行S4；S2：分别确定每一个所述优选坐席对应的坐席积分，执行S3；S3：根据所述坐席积分，从各个优选坐席中确定目标坐席；S4：将所述优选坐席作为目标坐席。
  19. 如权利要求18所述的存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述S3，包括：按照预设的排列顺序排列每一个所述优选坐席，并将所述排列顺序中的第一个所述优选坐席作为当前坐席，执行：D0：确定所述当前坐席是否空闲，如果是，执行D1，否则，执行D2；D1：将所述当前坐席作为目标坐席；D2：确定所述当前坐席是否为所述排列顺序中的最后一个，如果是，执行D3，否则，执行D4；D3：将各个所述优选坐席分别对应的队列中，等待人数最少的所述优选坐席作为目标坐席；D4：按照所述排列顺序，将所述当前坐席的下一个所述优选坐席作为当前坐席，返回D0。
  20. 如权利要求18所述的存储介质，所述计算机可读指令被一个或多个处理器执行时，使得一个或多个处理器执行所述S2，包括：针对每一个所述优选坐席，根据下述公式确定所述优选坐席的坐席积分：
    Figure PCTCN2019117540-appb-100004
    其中，F表征所述优选坐席的坐席积分，S表征所述优选坐席对应的预存接线时长，a表征预设的时长权重值，H表征所述优选坐席接听所述进线电话的接听次数，b表征预设的次数权重值，Y表征所述优选坐席对应的预存接线数量，c表征预设的数量权重值，L h表征确定的所述主叫号码的归属地，L z表征所述优选坐席对应的预存所在地，e表征预设的距离权重值，N h表征所述优选坐席对应的预存坐席年龄，N z表征确定的所述主叫号码对应的预存用户年龄，d表征预设的年龄权重值，X表征预设的正数。
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