CN107888787A - A kind of processing method and processing device of media access request - Google Patents
A kind of processing method and processing device of media access request Download PDFInfo
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- CN107888787A CN107888787A CN201711203742.4A CN201711203742A CN107888787A CN 107888787 A CN107888787 A CN 107888787A CN 201711203742 A CN201711203742 A CN 201711203742A CN 107888787 A CN107888787 A CN 107888787A
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- access request
- media
- identification code
- client
- attending
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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
- H04M3/5141—Details of processing calls and other types of contacts in an unified manner
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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
- H04M3/5183—Call or contact centers with computer-telephony arrangements
- H04M3/5191—Call or contact centers with computer-telephony arrangements interacting with the Internet
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- Business, Economics & Management (AREA)
- Marketing (AREA)
- Engineering & Computer Science (AREA)
- Signal Processing (AREA)
- Data Exchanges In Wide-Area Networks (AREA)
- Management, Administration, Business Operations System, And Electronic Commerce (AREA)
Abstract
The present invention relates to network technique field, there is provided a kind of processing method and processing device of media access request.Methods described includes：Obtain the access request of different media outlets；Whether judge in the access request comprising re-accessing identification code, if comprising, the customer service person of attending a banquet corresponding to identification code inquiry is re-accessed according to, by the access request directly go to it is described corresponding to the customer service person of attending a banquet place handled.The processing method and processing device of the media access request of the embodiment of the present invention, seat personnel need not be by access media packet service, and be lined up the access request of different media outlets using unified routing policy inlet wire, therefore waste of human resource can be reduced with balanced operation efficiency；In addition, client after identification code is re-accessed described in receiving, again during request service, can not have to the priority access that requeues, and media channel can be used to be simultaneously emitted by access request so that the optimal service experience of customer acquisition.
Description
Technical field
The present invention relates to network technique field, more particularly to a kind of processing method and processing device of media access request.
Background technology
In existing media services business, phone, short message, wechat, email, QQ, Web Chat etc. can be used a variety of
Medium technique is serviced client.But the attendant that attends a banquet often carries out packet service according to medium type, therefore the effect that works
Rate rate is difficult to equilibrium, causes the wasting of resources；In addition, when client needs to switch access media, there is provided the contact staff of service
Often change therewith, client needs to illustrate problem again, and customer experience is bad.
It should be noted that the introduction to technical background above be intended merely to it is convenient technical scheme is carried out it is clear,
Complete explanation, and facilitate the understanding of those skilled in the art and illustrate.Can not merely because these schemes the present invention
Background section is set forth and thinks that above-mentioned technical proposal is known to those skilled in the art.
The content of the invention
The embodiment of the present invention provides a kind of processing method and processing device of media access request, solves at existing media access
Manage the problem of technical work efficiency is low, and customer experience is bad.
In order to achieve the above object, one aspect of the present invention provides a kind of processing method of media access request, including：Obtain
The access request of different media outlets；Judge whether comprising identification code is re-accessed in the access request, if including basis
It is described to re-access the customer service person of attending a banquet corresponding to identification code inquiry, the access request is directly gone into the corresponding customer service and attended a banquet
Handled at member.
In one embodiment, please according to the access if not comprising identification code is re-accessed in the access request
The type asked accessed corresponding to request queue.
In one embodiment, when client proposes switching service media request to seat personnel, knowledge is re-accessed described in generation
Other code is supplied to client；The identification code that re-accesses includes customer ID, mark of attending a banquet and customer service mark.
In one embodiment, client media channel can be used to be simultaneously emitted by after identification code is re-accessed described in receiving
Access request.
In one embodiment, to the access request of the different media outlets, it is lined up using unified routing policy inlet wire.
In order to achieve the above object, another aspect of the present invention provides the processing unit of media access request, including：Obtain mould
Block, for obtaining the access request of different media outlets；Processing module, for judging whether include reclosing in the access request
Enter identification code, if comprising, the customer service person of attending a banquet corresponding to identification code inquiry is re-accessed according to, the access request is straight
Switch through to the corresponding customer service person of the attending a banquet place and handled.
In one embodiment, the processing module is additionally operable to, if in the access request not comprising re-access identification
Code, the then request queue according to corresponding to accessing the type of the access request.
In one embodiment, the processing unit of media access request also includes：Identification code generation module is re-accessed, for working as
Identification code, which is re-accessed, when client proposes switching service media request, described in generation is supplied to client；It is described to re-access identification code bag
Include customer ID, mark of attending a banquet and customer service identify.
In one embodiment, in client after identification code is re-accessed described in receiving, media channel can be used to send out simultaneously
Go out access request, the processing module, which is additionally operable to re-access identification code according to, judges that those access requests come from same visitor
Family, the access request for belonging to same client is all directly gone to the corresponding customer service person of the attending a banquet place and handled.
In one embodiment, the processing unit of media access request also includes queue module, for the different media
The access request of channel, it is lined up using unified routing policy inlet wire.
The processing method and processing device of the media access request of the embodiment of the present invention, seat personnel need not be by access media packets
Service, and the access request of different media outlets is lined up using unified routing policy inlet wire, therefore can be subtracted with balanced operation efficiency
Few waste of human resource；In addition, client after identification code is re-accessed described in receiving, again during request service, can not have to again
Priority access is lined up, and media channel can be used to be simultaneously emitted by access request so that the optimal service experience of customer acquisition.
With reference to following explanation and accompanying drawing, only certain exemplary embodiments of this invention is disclose in detail, specifies the original of the present invention
Reason can be in a manner of adopted.It should be understood that embodiments of the present invention are not so limited in scope.In appended power
In the range of the spirit and terms that profit requires, embodiments of the present invention include many changes, modifications and are equal.
The feature for describing and/or showing for a kind of embodiment can be in a manner of same or similar one or more
Used in individual other embodiment, it is combined with the feature in other embodiment, or substitute the feature in other embodiment.
It should be emphasized that term "comprises/comprising" refers to the presence of feature, one integral piece, step or component when being used herein, but simultaneously
It is not excluded for the presence or additional of one or more further features, one integral piece, step or component.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the required accompanying drawing used in technology description to be briefly described, it should be apparent that, drawings in the following description are only this
Some embodiments of invention, for those skilled in the art, without having to pay creative labor, can be with root
Other accompanying drawings are obtained according to these accompanying drawings.
Fig. 1 is the process chart of the processing method of the media access request of the embodiment of the present invention；
Fig. 2 is the process chart of the processing method of the media access request of a specific embodiment of the invention；
Fig. 3 is the structural representation of the processing unit of the media access request of the embodiment of the present invention；
Fig. 4 is the structural representation of the processing unit of the media access request of another embodiment of the present invention；
Fig. 5 is the structural representation of the processing unit of the media access request of further embodiment of this invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is carried out clear, complete
Site preparation describes, it is clear that described embodiment is only part of the embodiment of the present invention, rather than whole embodiments.It is based on
Embodiment in the present invention, those of ordinary skill in the art are obtained every other under the premise of creative work is not made
Embodiment, belong to the scope of protection of the invention.
Art technology technical staff knows, embodiments of the present invention can be implemented as a kind of system, device, equipment,
Method or computer program product.Therefore, the disclosure can be implemented as following form, i.e.,：It is complete hardware, complete soft
Part (including firmware, resident software, microcode etc.), or the form that hardware and software combines.
Below with reference to the principle and spirit of some representative embodiments of the present invention, in detail the explaination present invention.
The service media channel of present invention extension seat personnel, can use phone, Web, short message, wechat, mobile terminal
The medias such as APP, Email, microblogging are to offering customers service；Also same position client is supported to switch between various media
Serviced.
Fig. 1 is the process chart of the processing method of the media access request of the embodiment of the present invention.As illustrated, including：
Step S101, obtain the access request of different media outlets；
Step S102, judge whether comprising identification code is re-accessed in the access request, if comprising according to described heavy
The customer service person of attending a banquet corresponding to identification code inquiry is accessed, the access request is gone at the corresponding customer service person of the attending a banquet place
Reason.
In the present invention, different media outlets include actively accessing media and passive access media.Wherein, actively access
Media refer to the access media that can actively initiate request, including phone, Web, wechat, mobile terminal APP etc.；Passive access media
Refer to that message is deposited with static form, it is impossible to send the media of active request, including mail, microblogging etc..
In the prior art, seat personnel is according to media outlets type packet service, the access request of different media outlets
It can correspond to and access different access gatewaies, but in the present invention, to the access request of the different media outlets, using unified
Routing policy inlet wire is lined up, i.e., provides unified queuing policy by unified access gateway.Also, for the media taken the initiative in offering a hand
Channel, the finger daemon in access gateway receive the access request of various media outlets；For the media outlets of passive service,
The more new content on the media is scanned by access gateway program timing, will more new content as access request.
In the embodiment of the present invention, in step s 102, unified access gateway receives the service request of different media outlets
When, it is first determined whether identification code is re-accessed, if not provided, being asked to be put into pair of existing queue machine by technical ability group differentiation
Answer request queue；Otherwise, the customer service person of attending a banquet to the offering customers service is inquired about from database according to weight inlet wire identification code, and
Client's access request is gone into the customer service person of attending a banquet.When client carries out access request service, the type of request service can be selected,
Such as card is reported the loss, activated, querying the balance or Transaction Information etc., according to types that these different requests service by access request
In request queue corresponding to access, this way is also for the operating efficiency for improving seat personnel.
In the present invention, it is that seat personnel is by attending a banquet when client proposes switching service media request to re-access identification code
System is to access gateway application.Wherein, generation re-access identification code include customer ID, attend a banquet mark and client clothes
Business mark.Mark of attending a banquet represents the seat personnel expression for servicing the client, and customer service mark can retrieve this client
Service log includes concerns, these items such as client's demand, processing progress and is stored in database table.And work as client again
Access request is initiated, then can be judged whether comprising identification code is re-accessed in the access request, if comprising according to described heavy
Seat personnel corresponding to identification code inquiry is accessed, the access request is directly gone at the corresponding seat personnel and located
Reason.In this way, can not only save the time of client's wait, and same seat personnel processing is met at, client does not have to explain again
Problem is stated, improves customer experience.
In embodiments of the present invention, client again during request service, can be used more after identification code is re-accessed described in receiving
Kind media outlets are simultaneously emitted by access request.For example, client is by phone when request services for the first time, but feel phone clothes
Business is not visual and clear enough, wants to use latticed form, and when client will need the demand for carrying out media switching to inform seat personnel,
Seat personnel can to client one re-access identification code.Client takes re-access identification code after, can respectively by QQ, wechat
Form accesses simultaneously, and client must add in both access ways and re-access identification code.Sent out again when receiving client
After the QQ or the access request of the form of wechat that go out, identified according to the customer ID re-accessed in identification code included in request
Belong to same client, then further according to the people that attends a banquet for re-accessing attending a banquet in identification code and identifying corresponding service for the first time
Member, directly these requests are sent to the processing of corresponding seat personnel.Also, pass through different media outlets, it is possible to achieve more
The method of service of kind mode.Such as the transmission of word, picture and video is realized by QQ or wechat, make it that customer acquisition is optimal
Service experience.
Fig. 2 is the process chart of the processing method of the media access request of a specific embodiment of the invention.Such as Fig. 2 institutes
Show, including：
Step S201, client pass through multimedia channel inlet wire；
Step S202, client turn manual service from services menu selection；
Step S203, customer selecting input weight inlet wire access identification code；
Step S204, judges whether client re-accesses；If it is, step S205 is transferred to, if it is not, being transferred to step
S206；
Step S205, it is transferred to this and re-accesses operator attendance corresponding to identification code；
Step S206, unified route are lined up switching agents.
By the processing method of the media access request of above-described embodiment, seat personnel need not be by access media packet clothes
Business, therefore waste of human resource can be reduced with balanced operation efficiency.Also, client described in receiving after identification code is re-accessed, again
During request service, media channel can be used to be simultaneously emitted by access request so that the optimal service experience of customer acquisition.
It should be noted that although describing the operation of the inventive method with particular order in the accompanying drawings, still, this is not required that
Or imply and must perform these operations according to the particular order, or the operation having to carry out shown in whole could realize the phase
The result of prestige.Additionally or alternatively, it is convenient to omit some steps, multiple steps are merged into a step and performed, and/or will
One step is decomposed into execution of multiple steps.
After the method for exemplary embodiment of the invention is described, next, with reference to figure 2 to the exemplary reality of the present invention
The processing unit for applying the media access request of mode is introduced.The implementation of the device may refer to the implementation of the above method, weight
Multiple part repeats no more.Term " module " used below and " unit ", can realize the software of predetermined function and/or hard
Part.Although module described by following examples is preferably realized with software, hardware, or the combination of software and hardware
Realization and may and be contemplated.
Fig. 3 is the structural representation of the processing unit of the media access request of the embodiment of the present invention.As illustrated, including：
Acquisition module 101, for obtaining the access request of different media outlets；
Processing module 102, for judging whether comprising identification code is re-accessed in the access request, if including root
The customer service person of attending a banquet corresponding to identification code inquiry is re-accessed according to described, the access request is gone into the corresponding customer service person of attending a banquet
Place is handled.
In embodiments of the present invention, the processing module 102 is additionally operable to, if not comprising reclosing in the access request
Enter identification code, then the request queue according to corresponding to accessing the type of the access request.
In embodiments of the present invention, as shown in figure 4, the processing unit of media access request also includes：
Identification code generation module 103 is re-accessed, for when client proposes switching service media request, generating the reclosing
Enter identification code and be supplied to client；The identification code that re-accesses includes customer ID, mark of attending a banquet and customer service mark.
In embodiments of the present invention, in client after identification code is re-accessed described in receiving, it can be used media channel same
When send access request, the processing module 102, which is additionally operable to re-access identification code according to, judges that those access requests come from
In same client, the access request for belonging to same client is all directly gone to the corresponding customer service person of the attending a banquet place and handled.
In embodiments of the present invention, as shown in figure 5, the processing unit of media access request also includes queue module 104, use
In the access request to the different media outlets, it is lined up using unified routing policy inlet wire.
In addition, although some units of the processing unit of media access request are referred in above-detailed, still
This division is only not enforceable.In fact, according to the embodiment of the present invention, two or more above-described units
Feature and function can embody in a unit.Equally, the feature of an above-described unit and function can also
It is further divided into being embodied by multiple units.
The processing method and processing device of the media access request of the embodiment of the present invention, seat personnel need not be by access media packets
Service, and the access request of different media outlets is lined up using unified routing policy inlet wire, therefore can be subtracted with balanced operation efficiency
Few waste of human resource；In addition, client after identification code is re-accessed described in receiving, again during request service, can not have to again
Priority access is lined up, and media channel can be used to be simultaneously emitted by access request so that the optimal service experience of customer acquisition.
It should be understood by those skilled in the art that, embodiments of the invention can be provided as method, system or computer program
Product.Therefore, the present invention can use the reality in terms of complete hardware embodiment, complete software embodiment or combination software and hardware
Apply the form of example.Moreover, the present invention can use the computer for wherein including computer usable program code in one or more
The computer program production that usable storage medium is implemented on (including but is not limited to magnetic disk storage, CD-ROM, optical memory etc.)
The form of product.
The present invention is the flow with reference to method according to embodiments of the present invention, equipment (system) and computer program product
Figure and/or block diagram describe.It should be understood that can be by every first-class in computer program instructions implementation process figure and/or block diagram
Journey and/or the flow in square frame and flow chart and/or block diagram and/or the combination of square frame.These computer programs can be provided
The processors of all-purpose computer, special-purpose computer, Embedded Processor or other programmable data processing devices is instructed to produce
A raw machine so that produced by the instruction of computer or the computing device of other programmable data processing devices for real
The device for the function of being specified in present one flow of flow chart or one square frame of multiple flows and/or block diagram or multiple square frames.
These computer program instructions, which may be alternatively stored in, can guide computer or other programmable data processing devices with spy
Determine in the computer-readable memory that mode works so that the instruction being stored in the computer-readable memory, which produces, to be included referring to
Make the manufacture of device, the command device realize in one flow of flow chart or multiple flows and/or one square frame of block diagram or
The function of being specified in multiple square frames.
These computer program instructions can be also loaded into computer or other programmable data processing devices so that counted
Series of operation steps is performed on calculation machine or other programmable devices to produce computer implemented processing, so as in computer or
The instruction performed on other programmable devices is provided for realizing in one flow of flow chart or multiple flows and/or block diagram one
The step of function of being specified in individual square frame or multiple square frames.
Apply specific embodiment in the present invention to be set forth the principle and embodiment of the present invention, above example
Explanation be only intended to help understand the present invention method and its core concept；Meanwhile for those of ordinary skill in the art,
According to the thought of the present invention, there will be changes in specific embodiments and applications, in summary, in this specification
Appearance should not be construed as limiting the invention.
Claims (10)
- A kind of 1. processing method of media access request, it is characterised in that including：Obtain the access request of different media outlets；Whether judge in the access request comprising re-accessing identification code, if comprising according to re-accessing identification code looks into The customer service person of attending a banquet corresponding to inquiry, the access request is directly gone into the corresponding customer service person of the attending a banquet place and handled.
- 2. the processing method of media access request according to claim 1, it is characterised in that if in the access request Do not include and re-access identification code, then the request queue according to corresponding to accessing the type of the access request.
- 3. the processing method of media access request according to claim 1, it is characterised in that when client carries to seat personnel Identification code, which is re-accessed, when going out to switch service media request, described in generation is supplied to client；The identification code that re-accesses includes customer ID, mark of attending a banquet and customer service mark.
- 4. the processing method of media access request according to claim 3, it is characterised in that client is receiving the reclosing After entering identification code, media channel can be used to be simultaneously emitted by access request.
- 5. the processing method of media access request according to any one of claim 1 to 4, it is characterised in that to described The access request of different media outlets, it is lined up using unified routing policy inlet wire.
- A kind of 6. processing unit of media access request, it is characterised in that including：Acquisition module, for obtaining the access request of different media outlets；Processing module, for judging whether comprising identification code is re-accessed in the access request, if comprising according to described heavy The customer service person of attending a banquet corresponding to identification code inquiry is accessed, the access request is directly gone into the corresponding customer service person of the attending a banquet place enters Row processing.
- 7. the processing unit of media access request according to claim 6, it is characterised in that the processing module is also used In if not comprising re-accessing identification code in the access request, being accessed pair according to the type of the access request The request queue answered.
- 8. the processing unit of media access request according to claim 6, it is characterised in that also include：Identification code generation module is re-accessed, for when client proposes switching service media request, identification to be re-accessed described in generation Code is supplied to client；The identification code that re-accesses includes customer ID, mark of attending a banquet and customer service mark.
- 9. the processing unit of media access request according to claim 8, it is characterised in that client receive it is described heavy After accessing identification code, media channel can be used to be simultaneously emitted by access request, the processing module is additionally operable to according to described heavy Access identification code judges that those access requests come from same client, and the access request for belonging to same client is all directly gone into institute The customer service person of attending a banquet place corresponding to stating is handled.
- 10. the processing unit of the media access request according to any one of claim 6 to 9, it is characterised in that also include Queue module, for the access request to the different media outlets, it is lined up using unified routing policy inlet wire.
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| CN201711203742.4A CN107888787B (en) | 2017-11-27 | 2017-11-27 | Method and device for processing media access request |
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| CN201711203742.4A CN107888787B (en) | 2017-11-27 | 2017-11-27 | Method and device for processing media access request |
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| CN107888787B (en) | 2020-10-27 |
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