CN117692556A

CN117692556A - Call processing method, device, electronic equipment and readable storage medium

Info

Publication number: CN117692556A
Application number: CN202311631454.4A
Authority: CN
Inventors: 杨俊蓉; 秦海洁; 张艳; 杨入溢; 熊高敏
Original assignee: China Telecom Corp Ltd
Current assignee: China Telecom Corp Ltd
Priority date: 2023-11-30
Filing date: 2023-11-30
Publication date: 2024-03-12

Abstract

The embodiment of the invention provides a call processing method, a call processing device, electronic equipment and a readable storage medium, which relate to the technical field of communication and comprise the following steps: responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object; determining a first called object corresponding to the first call request based on the client work order information; and calling the first called object by adopting the second specific number so as to establish call connection between the first calling object and the first called object. The first calling object can call the service personnel through the specific number, the first called object which needs to be called by the first calling object is determined through the client work order information corresponding to the first calling object, and then the first called object is called after the actual number of the first calling object is desensitized through the specific number, so that the two-way call number desensitization can be carried out for both the client and the service personnel through only two specific numbers, and the problem of virtual occupation of number resources is effectively avoided.

Description

Call processing method, device, electronic equipment and readable storage medium

Technical Field

The present invention relates to the field of communications technologies, and in particular, to a call processing method, a call processing device, an electronic device, and a readable storage medium.

Background

With the development of technology, more business services, such as express service, broadband handling service, takeaway service, maintenance service, etc., are developed, and users usually need to communicate with service personnel by telephone when handling the business, and in the communication process, the numbers of both users and service personnel need to be desensitized and hidden to protect privacy of each party.

In the related art, a virtual number mode is generally adopted, when a user handles a new service, a virtual number is randomly generated for the user and a corresponding service person, and when the user contacts the service person, the user dials the random number of the service person through the random number of the user, so that the true numbers of the two parties are desensitized.

However, because of the huge traffic, generating random numbers for each new service handled by each user requires a large number, resulting in a virtual occupation of number resources.

Disclosure of Invention

The invention provides a call processing method, a call processing device, electronic equipment and a readable storage medium, which are used for solving the technical problem of virtual occupation of number resources in the prior art.

In a first aspect, the present invention provides a call processing method, the method comprising:

responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object;

determining a first called object corresponding to the first call request based on the client work order information;

and calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object.

In a second aspect, the present invention provides a call processing apparatus, the method comprising:

the acquisition module is used for responding to a first call request of a first calling object aiming at a first specific number and acquiring client work order information of the first calling object;

the determining module is used for determining a first called object corresponding to the first call request based on the client work order information;

and the first calling module is used for calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object.

In a third aspect, the present invention provides an electronic device comprising: a processor, a memory and a computer program stored in the memory and executable on the processor, characterized in that the processor implements the call processing method described above when executing the program.

In a fourth aspect, the present invention provides a readable storage medium, which when executed by a processor of an electronic device, enables the electronic device to perform the above-described call processing method.

In an embodiment of the present invention, the method includes: responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object; determining a first called object corresponding to the first call request based on the client work order information; and calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object. The method comprises the steps that a first calling object can call a service person through a specific number, a first called object to be called of the first calling object is determined through client work order information corresponding to the first calling object, then the first called object is called after the actual number of the first calling object is desensitized through the specific number, and accordingly two-way call number desensitization can be conducted on two parties of clients and service person only through two specific numbers, the problem of virtual occupation of number resources is effectively avoided, in addition, as clients can directly contact the service person corresponding to client work order information through the first specific number, and the problem that the clients cannot contact the service person after the clients finish random number recovery in a traditional virtual number desensitization mode can be effectively avoided.

Drawings

In order to more clearly illustrate the embodiments of the present invention or the technical solutions of the prior art, the following description will briefly explain the drawings used in the embodiments or the description of the prior art, and it is obvious that the drawings in the following description are some embodiments of the present invention, and other drawings can be obtained according to these drawings without inventive effort for a person skilled in the art.

Fig. 1 is a step flowchart of a call processing method according to an embodiment of the present invention;

FIG. 2 is a flow chart of steps of another call processing method according to an embodiment of the present invention;

FIG. 3 is a schematic diagram of a worksheet interface provided by an embodiment of the present invention;

fig. 4 is a diagram of a second call request processing architecture according to an embodiment of the present invention;

fig. 5 is a flowchart illustrating steps of a call processing method according to another embodiment of the present invention;

fig. 6 is a diagram of a first call request processing architecture according to an embodiment of the present invention;

FIG. 7 is a second work order determination logic diagram provided by an embodiment of the present invention;

fig. 8 is a block diagram of a call processing apparatus according to an embodiment of the present invention;

fig. 9 is a block diagram of an electronic device according to an embodiment of the present invention.

Detailed Description

The following description of the embodiments of the present invention will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all embodiments of the invention. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.

Referring to fig. 1, fig. 1 is a flowchart illustrating steps of a call processing method according to an embodiment of the present invention. As shown in fig. 1, the method may include:

step 101, responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object.

When a service platform (e.g., broadband installation platform, mobile business handling platform, express delivery platform, etc.) provides services to a customer, it is often necessary to contact the customer via a mobile communication device. When a service person of a service platform contacts with a customer, the numbers of the service person and the customer are usually required to be desensitized, so that the personal privacy of the service person and the customer is prevented from being revealed. The number desensitization refers to a processing mode of partially hiding or replacing telephone numbers or other personal identification information. For example, a random number may be used to desensitize the user's number.

In the embodiment of the present invention, the first calling object may be a user, and the first calling object may also be a user terminal, or may also be an actual number corresponding to the user. It should be noted that the first calling object may be any user, and is not limited to a service client that is transacting a certain service.

In the embodiment of the present invention, the first specific number may be a specific number, where the specific number may correspond to a service class or may correspond to a service provider, and the user may contact a service person corresponding to the service class or a service person of the service provider by dialing the first specific number. The first specific number may be flexibly set by a technician according to an actual service requirement, and embodiments of the present invention are not specifically limited.

In the embodiment of the present invention, the first calling object may dial the first specific number to initiate the first call request, or may initiate the first call request for the first specific number by clicking the related control of the contact service person in the service APP.

The user may initiate a first call request by dialing a first specific number, which may instruct the system to obtain customer work order information for the user initiating the first call request, thereby passing the customer work order information. If the user initiating the first call request does not have the corresponding client work order information, it is indicated that the user does not belong to the service type indicated by the first specific number or the client of the service provider, the first call request may be ignored, or the corresponding customer service personnel may be connected according to the non-client user.

The customer work order information may include, but is not limited to, customer identification information (e.g., a customer's actual number, a customer's device identification code, etc.), a service identification code of each service handled by the customer, an actual number of a service person of each service handled by the customer, etc. information related to the service handled by the customer.

For example, if the first specific number of a company is 11111, a user may dial the first specific number 11111 to initiate a first call request, so that after the system receives the first call request, the system may retrieve the work order information base according to the first calling number and/or the first calling device identification code for initiating the first call request, and obtain the customer work order information corresponding to the first calling object.

It should be noted that, the expression form of the client work order information may be a table, an array, a character string, etc., and the embodiment of the present invention is not limited specifically. The customer work order information may be directly generated when the customer handles the business, or may be obtained by combining other information, for example, the customer may directly generate the initial business information table as shown in the following table 1 when the customer handles the business:

sequence number	Time of reception	Worksheet number	Work order status	Customer actual number
					01	2023-11-19	123456	In transit	11223344550

TABLE 1

The client can also generate a service information table as shown in the following table 2 when handling the service:

worksheet number	Customer actual number	Seven-tier customer address	Work order status
				123456	11223344550	XXXXXXX	In transit

TABLE 2

In addition, the service person management area table shown in the following table 3 may be recorded in the system:

five-layer management address	Actual number of attendant
		XXXXX	1234567890

TABLE 3 Table 3

Then, according to matching the seven-layer customer address and the five-layer management address in the table 2, the actual number of the service personnel corresponding to the five-layer management address covering the seven-layer customer address is determined, and the following customer work order information table is generated in combination with the table 1 as shown in the table 4:

TABLE 4 Table 4

Step 102, determining a first called object corresponding to the first call request based on the client work order information.

In the embodiment of the invention, after the client work order information is obtained, the first called information corresponding to the first call request can be determined according to the client work order information, specifically, if the client work order information only contains one work order, the service personnel corresponding to the work order can be directly used as the first called object, and if the client work order information contains a plurality of work orders, the service personnel corresponding to the work order which is processed by the user at the latest can be used as the first called object.

For example, as shown in table 4, the client work order information may be obtained, and since the client work order information of the first called object includes only one piece of work order information with the work order number of 123456, the actual number of the service person in the work order information may be directly obtained as the first called object corresponding to the first call request.

Step 103, calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object.

After determining the first called object corresponding to the first call request, a call can be initiated to the first called object by adopting the second specific number, so that call connection between the first calling object and the first called object is established. The second specific number may be a specific number different from the first specific number, and the specific number may correspond to a service class or may correspond to a service provider, and the second specific number may indicate a number of a client corresponding to a certain service class or service provider, and by using the second specific number to initiate a call to a service person, a communication terminal of the service person may display the second specific number as an incoming call display. The second specific number may be flexibly set by a technician according to an actual service requirement, and embodiments of the present invention are not specifically limited.

Specifically, the communication server may respond to a first call request initiated by a user, determine a second called object corresponding to the first call request, then use the second number as a calling number, use the second called object as a called number, send the called number to an IP multimedia system (IP Multimedia Subsystem, IMS), and invoke a session initiation protocol (Session Initiation Protocol, SIP) by the IP multimedia system to establish a call connection between the first calling object and the first called object based on the calling number and the called number. Of course, the above process may also be independently completed by the communication server, and the communication server directly establishes the call connection between the first calling object and the first called object. The communication server may include, but is not limited to, a unified number platform (Unified Numbering Platform), an IP multimedia system, and any other server capable of providing call network services.

In summary, the call processing method provided by the embodiment of the invention includes: responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object; determining a first called object corresponding to the first call request based on the client work order information; and calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object. The method comprises the steps that a first calling object can call a service person through a specific number, a first called object to be called of the first calling object is determined through client work order information corresponding to the first calling object, then the first called object is called after the actual number of the first calling object is desensitized through the specific number, and accordingly two-way call number desensitization can be conducted on two parties of clients and service person only through two specific numbers, the problem of virtual occupation of number resources is effectively avoided, in addition, as clients can directly contact the service person corresponding to client work order information through the first specific number, and the problem that the clients cannot contact the service person after the clients finish random number recovery in a traditional virtual number desensitization mode can be effectively avoided.

Referring to fig. 2, fig. 2 is a flowchart illustrating steps of another call processing method according to an embodiment of the present invention. As shown in fig. 2, may include:

step 201, in response to a second call request of a second calling object, matching a second calling number of the second calling object with a service personnel number base.

In the embodiment of the invention, the second calling object may be a service person, and the service person may initiate a call to the client through the second call request, and in order to verify whether the second calling object is the service person, when the second call request is received, the calling number of the second calling object, that is, the second calling number of the second calling object may be obtained, and the second calling number and the service person number library may be matched to determine whether the second calling object is the service person.

Specifically, the second calling object may view the work order interface through the service person APP or the service person terminal, and initiate the second call request through a call button provided in the work order interface, or may directly input work order identification information (e.g., work order number, etc.) into the service person APP or the service person terminal, which is not limited in detail in the embodiment of the present invention.

Referring to fig. 3, fig. 3 shows a schematic diagram of a work order interface provided by the embodiment of the present invention, and as shown in fig. 3, taking a work order of a newly installed broadband service as an example, work order information such as a work order service type 31, a client name 32, a newly installed broadband number 33, a reserved time of going on gate 34, a broadband installation address 35 and the like may be displayed in the work order interface, a call button 36 may also be displayed, and a service person may view the work order interface and click the call button 36 to initiate a second call request, and send a second calling number of the service person to the communication server. After the communication server obtains the second call request, the second calling number is matched with the attendant number library.

Step 202, acquiring the work order identification information corresponding to the second call request under the condition that the second calling number is matched with the service personnel number library.

In the embodiment of the invention, if the second calling number is matched with the attendant number library, the second calling object initiating the second call request is the attendant, and the work order identification information corresponding to the second call request can be further acquired, namely, the client of which work order the attendant needs to contact through the second call request is determined. If the second calling number does not match with the attendant number library, it is indicated that the second calling object initiating the second call request is a non-attendant, and the second calling object may be processed in other manners, for example, the called number may be obtained and communication may be established according to a normal call request.

The work order identification information may be carried in the second call request, or may be synchronously sent to the communication server by the attendant APP or the attendant terminal when the second call request is initiated, which is not specifically limited in the embodiment of the present invention.

And 203, calling the called client number corresponding to the work order identification information by taking the first specific number as a calling number to establish call connection between the second calling object and the client corresponding to the called client number.

In the embodiment of the invention, after the work order identification information is obtained, the work order information database can be searched through the work order identification information to determine the called client number corresponding to the work order identification information, and the corresponding called client number can be obtained by inquiring the client work order information corresponding to each client through the work order identification information.

After the called client number is determined, the first specific number can be used as a calling number, the called client number can be used as a called number, and a call is connected, so that call connection between a second calling object and a client corresponding to the called client number is established, a service person can initiate a call to a user through the first specific number, the client receives an incoming call dialed by the service person and displays the incoming call as the first specific number, the client is convenient to know the source of the incoming call and call callback, the client is convenient to expose the actual number of the service person to the client is avoided, and privacy protection of the service person is improved.

Specifically, the communication server may respond to the second call request initiated by the second calling object, determine the called client number corresponding to the second call request, then use the first number as the calling number, use the called client number as the called number, send the called number to the IP multimedia system, invoke the session initiation protocol by the IP multimedia system, and establish the call connection between the second calling object and the client corresponding to the called client number based on the calling number and the called number. Of course, the above process can also be independently completed by the communication server, and the communication server directly establishes the call connection between the second calling object and the client corresponding to the called client number.

In the embodiment of the invention, the communication server may also be an entire system formed by a core network and a unified number platform, referring to fig. 4, fig. 4 shows a second call request processing architecture diagram provided in the embodiment of the invention, as shown in fig. 4, a service person clicks a corresponding button call client at a service person APP or a service person terminal, initiates a second call request to the core network, the core network analyzes the second call request to obtain second calling number and work order identification information, sends the second calling number and work order identification information to the unified number platform, the unified number platform determines a corresponding called client number according to the work order identification information, then uses the second calling number as the calling number, uses the called client number as the called number, sends the called client number to the core network, transforms the calling number into a first specific number by the core network, and initiates a call to the called client number through the first specific number.

Step 204, obtaining the call time of the second call request for the called client number.

In the embodiment of the invention, when the service personnel initiates a call to the client each time, the work order calling time in the client work order information can be updated. Specifically, after determining the corresponding called client number according to the second call request, the call time of the second call request for the called client number may be obtained.

And step 205, updating the work order calling time in the work order identification information corresponding to the client work order information based on the calling time.

In the embodiment of the invention, the work order calling time corresponding to each work order can be stored in the client work order information, so that the work order calling time in the client work order information corresponding to the work order identification information can be updated according to the acquired calling time. Specifically, in the case that the time of calling the work order recorded by the customer work order information includes the time of calling the customer by the service personnel each time, the time of calling the work order may be updated by adding a new time of calling to the work order identification information, and in the case that only the latest time of calling the work order is recorded in the customer work order information, the updating may be completed by replacing the latest time of calling the work order in the customer work order information with the above-mentioned time of calling.

Through the steps 204 to 205, when the customer dials the first specific number, the service person most likely to be contacted by the customer is determined and connected according to the time of the job ticket call in the customer job ticket information of the customer, which is helpful to improve the efficiency and user experience of contacting the service person by the customer.

In summary, another call processing method provided by the embodiment of the present invention includes: and matching the second calling number of the second calling object with the attendant number library by responding to a second call request of the second calling object. And under the condition that the second calling number is matched with the attendant number library, acquiring the work order identification information corresponding to the second call request. And calling the called client number corresponding to the work order identification information by taking the first specific number as the calling number so as to establish call connection between the second calling object and the client corresponding to the called client number. The service personnel can initiate a call to the user through the first specific number, the incoming call received by the service personnel by the client is displayed as the first specific number, the client is convenient to know the incoming call source and call back, the exposure of the actual number of the service personnel to the client can be avoided, and the privacy protection of the service personnel is improved.

Referring to fig. 5, fig. 5 is a flowchart illustrating steps of another call processing method according to an embodiment of the present invention. As shown in fig. 5, may include:

step 301, obtaining customer work order information of a first calling object in response to a first call request of the first calling object for a first specific number.

This step can be referred to as step 101, and embodiments of the present invention are not particularly limited.

Step 302, determining the latest time from the work order calling time and/or the work order accepting time; the time of the work order call indicates the time of the work order corresponding service personnel to call the work order corresponding client.

In the embodiment of the invention, the client work order information can also comprise the work order calling time and the work order receiving time corresponding to the work order of the first calling object. The time of the work order calling represents the time of the work order corresponding service personnel calling the work order corresponding client. The work order acceptance time indicates the acceptance time of the user handling the corresponding service. After the customer work order information of the first calling object is acquired, the work order calling time and/or the work order acceptance time can be acquired from the customer work order information, and then the nearest time closest to the current moment is determined from all the acquired work order calling time and/or work order acceptance time.

It should be noted that, since the client work order information of a client may include a plurality of work orders and a work order may include a plurality of work order call times, in the embodiment of the present invention, the work order call time and/or the work order acceptance time obtained from the client work order information may be a time set including a plurality of times.

Step 303, determining the first work order corresponding to the latest time.

After the latest time is determined, the first work order can be directly determined by the work order corresponding to the latest time, the work order corresponding to the latest time can be obtained by searching the client work order information according to the latest time and is used as the first work order, the mode of determining the first work order based on the latest time is not particularly limited in the embodiment of the invention, and technicians can flexibly adjust according to actual service demands.

And step 304, determining the serviceman number corresponding to the first work order as the first called object.

In the embodiment of the invention, the service personnel number corresponding to the first work order can be determined as the first called object. Specifically, after the first work order corresponding to the latest time is determined, the customer most likely needs to contact with the service personnel of the first work order because the first work order corresponding to the latest time is the work order that the customer has contacted with the service personnel. Therefore, the service personnel number corresponding to the first work order can be queried as the first called object. It should be noted that, an information item of the first work order may be queried from the client work order information corresponding to the client, and then a corresponding serviceman number may be obtained from the information item, or a serviceman number corresponding to the first work order may be obtained by other manners.

Through the steps 302 to 304, when the first calling object dials the first specific number, the number of the service person that the first calling object wants to contact in this time is determined according to the time of the work order call and/or the time of the work order reception recorded in the client work order information of the first calling object, which improves the feasibility and accuracy of number decryption for the service person based on the first specific number, and enables the client to contact the required service person only through a preset first specific number.

Step 305, calling the first called object by using the second specific number to establish a call connection between the first calling object and the first called object.

This step can be referred to as step 103, and embodiments of the present invention are not particularly limited.

Referring to fig. 6, fig. 6 shows a first call request processing architecture diagram provided by the embodiment of the present invention, as shown in fig. 6, a first calling object initiates a first call request to a core network, the core network analyzes the first call request to obtain a first calling number and a first specific number, the first calling number is sent to a unified number platform, the unified number platform obtains client work order information corresponding to the first calling number, determines a first called object based on the client work order information, then uses the first calling number as a calling number, sends the first called number of the first called object to the core network, transforms the first calling number to a second specific number by the core network, and initiates a call to the first called number through the second specific number. The first called number may be a real number of the first called object or a virtual number of the first called object, and embodiments of the present invention are not limited specifically.

And step 306, acquiring the latest work order calling time and the newly added work order acceptance time based on the client work order information.

In the embodiment of the invention, the latest work order calling time and the newly added work order receiving time can be determined based on the client work order information, wherein the latest work order calling time represents the work order calling time closest to the current time among the work order calling times corresponding to all work orders, the newly added work order receiving time represents the work order receiving time corresponding to the newly added work order, the newly added work order receiving time can also represent the work order receiving time corresponding to the newly added work order within a preset time period from the current time, and if no new work order exists within the preset time period, the newly added work order receiving time can be empty.

Specifically, in the embodiment of the invention, all the work order calling time corresponding to a plurality of work orders can be obtained from the client work order information, and then the work order calling time closest to the current time is selected from the work order calling time as the latest work order calling time. The latest work order calling time field can also be set in the client work order information, and when the client makes a call with the service personnel each time, the latest work order calling time recorded in the work order calling time field is updated, so that the latest work order calling time can be directly acquired through the client work order information, and the acquisition efficiency is improved.

All the work order receiving time corresponding to the work orders can be obtained from the client work order information, and then the work order receiving time closest to the current time is selected from the work order receiving time to be used as the newly added work order receiving time. The new added work order acceptance time field can be set in the client work order information, and when a new service initiated by a client is accepted each time, the new added work order acceptance time recorded in the new added work order acceptance time field is updated, so that the new added work order acceptance time can be directly acquired through the client work order information, and the acquisition efficiency is improved.

Step 307, determining a second work order based on the latest work order calling time and the newly added work order receiving time.

In the embodiment of the invention, the work order corresponding to the latest work order calling time can be determined as the second work order, and the work order corresponding to the newly added work order receiving time can also be determined as the second work order. And the work order corresponding to the latest work order calling time and the work order corresponding to the newly added work order receiving time can be determined as the second work order. In addition, the latest work order calling time and the newly added work order receiving time can be compared, and the work order corresponding to the time closest to the current moment in the latest work order calling time and the newly added work order receiving time can be determined to be the second work order. The embodiment of the invention is not particularly limited, and a technician can flexibly set the determination mode of the second work order according to the actual service requirement.

Optionally, step 307 may include:

and a substep 3071, when the latest work order call time is empty and the newly added work order reception time is empty, acquiring a first work order reception time based on the client work order information, and determining a work order corresponding to the first work order reception time as the second work order.

In the embodiment of the invention, if the latest work order calling time does not exist in the client work order information of the first calling object, that is, the latest work order calling time cannot be acquired from the client work order information of the first calling object, which means that no service personnel has acquired contact with the first calling object yet, if the newly added work order receiving time of the first calling object is empty, which means that the first calling object does not transact newly added service or does not transact newly added service, the first work order receiving time of the first calling object can be acquired from the client work order information of the first calling object, and if the first work order receiving time can be acquired, which means that the first calling object transacts only one service, the work order corresponding to the first work order receiving time can be determined as the second work order.

In addition, if the result of acquiring the first work order acceptance time is also blank, which indicates that the first calling object has not transacted any service, it may be determined that the first calling object is a new client, and the corresponding information is sent to the first terminal of the first called object, that is, the service person called by the client.

And a substep 3072, when the latest work order call time is empty and the newly added work order reception time is not empty, acquiring a first work order reception time based on the client work order information, and determining the work order identifier of the work order corresponding to the newly added work order reception time and the work order corresponding to the first work order reception time as the second work order.

In the embodiment of the invention, if the latest work order calling time does not exist in the client work order information of the first calling object, that is, the latest work order calling time cannot be acquired from the client work order information of the first calling object, which means that no service personnel has acquired contact with the first calling object yet, if the newly-added work order acceptance time of the first calling object is not empty, which means that the first calling object handles newly-added business or recently handles newly-added business, the first calling object may need to consult the newly-handled work order, but because the first business handled by the user is not communicated with the service personnel before the first time, the first calling object may need to consult the first-handled business, and the work order identifier of the work order corresponding to the newly-added work order acceptance time and the work order corresponding to the first-time work order acceptance time may be determined as the second work order.

And a substep 3073 of determining a work order corresponding to the latest work order call time as the second work order when the latest work order call time is not empty and the newly added work order reception time is empty.

In the embodiment of the invention, if the latest work order calling time of the first calling object is not empty, it is indicated that the service personnel contacts the first calling object historically, if the newly added work order receiving time of the first calling object is empty, it is indicated that the first calling object does not transact the newly added service or does not transact the newly added service recently, that is, the client does not have the possibility of consulting the newly handled service, and the work order corresponding to the latest work order calling time can be determined as the second work order.

Referring to fig. 7, fig. 7 shows a second work order determining logic diagram provided in the embodiment of the present invention, as shown in fig. 7, after a first calling object initiates a call to a first called object, it may first determine whether the latest work order call time is empty, if yes, further determine whether the newly added work order reception time is empty, if yes, determine the work order corresponding to the first work order reception time as a second work order, if no, determine the work order identifier of the work order corresponding to the newly added work order reception time and the work order corresponding to the first work order reception time as a second work order, if no, further determine whether the newly added work order reception time is empty, and if yes, determine the work order corresponding to the latest work order call time as a second work order.

That is, in the embodiment of the present application, if there is a latest work order calling time, it is first determined whether a work order corresponding to the latest work order calling time is in transit, if not, it is further determined whether there is a work order that is newly added and has not been called by the customer, if so, the customer has a high possibility of prompting the work order, then the newly added work order information needs to be displayed at the service personnel terminal, and if not, the information of the work order corresponding to the latest work order calling time can be displayed at the service personnel terminal; if the work order corresponding to the latest work order calling time is still in the way, whether the work order which is newly added and not called by the customer exists is further judged, if the work order which is newly added and not called by the customer exists, the customer is stated that the customer possibly needs to consult the work order in the way, the new work order is possibly promoted, the newly added work order information and the work order corresponding to the latest work order calling time can be displayed at the service personnel terminal, and if the work order which is not newly added and not called by the customer exists, the information of the work order corresponding to the latest work order calling time can be displayed at the service personnel terminal.

Through the above substeps 3071 to 3073, when the first calling object does not correspond to the latest work order call time, the second work order that the first calling object needs to be consulted by the user is determined based on the newly added work order reception time and the first work order reception time, and when the first calling object corresponds to the latest work order call time and the first calling object corresponds to the newly added work order reception time, the work order corresponding to the latest work order call time is determined as the second work order, which is helpful for improving the accuracy of determining the second work order.

Optionally, step 307 may further include:

substep 3074, determining a call state of the work order corresponding to the newly added work order reception time and a handling state of the work order corresponding to the latest work order call time when the latest work order reception time is not empty and the newly added work order reception time is not empty.

In the embodiment of the invention, if the latest work order calling time of the first calling object is not empty, it is indicated that the service personnel contacts the first calling object historically, the first calling object may need to consult the work order corresponding to the latest work order calling time, if the newly added work order receiving time of the first calling object is not empty, it is indicated that the first calling object has the newly added service or recently has the newly added service, and the first calling object may need to consult the newly handled work order. Therefore, in order to further define the worksheet to be consulted by the first calling party, the call state of the worksheet corresponding to the newly added acceptance time and the handling state of the worksheet corresponding to the latest worksheet call time can be further determined. The calling state is used for indicating whether the service personnel corresponding to the work order contact the client corresponding to the work order, and the calling state can comprise non-calling and calling; the status of the transaction indicates the current stage of the work order, which may include, but is not limited to, in-transit, out-of-transit, etc., and embodiments of the present invention are not specifically limited.

Substep 3075, when the handling state is not in progress and the calling state is not calling, determining a work order corresponding to the newly added work order reception time as the second work order.

If the state of handling the work order corresponding to the latest work order call time is not in progress, the work order is finished, the possibility that the client wants to consult the finished work order is small, if the state of calling the work order corresponding to the newly added reception time is not called, the possibility that the first calling object has a work order which is newly handled but is not contacted with a service person is high, and the client normally consults the work order is high, so that when the state of handling the work order corresponding to the latest work order call time is not in progress and the state of calling the work order corresponding to the newly added reception time is not called, the work order corresponding to the newly added work order reception time can be determined to be the second work order.

Substep 3076, when the handling status is in transit and the calling status is not calling, determining the work order identifier of the work order corresponding to the newly added work order reception time and the work order corresponding to the latest work order calling time as the second work order.

If the state of handling the work order corresponding to the latest work order call time is in the process, the fact that the work order is not handled yet is indicated, the possibility that a client wants to consult the work order in the process is high, if the state of calling of the work order corresponding to the newly added handling time is not called, the fact that the first calling object has the work order which is newly handled but is not contacted with a service person is indicated, and the fact that the client consults the work order is also high is indicated generally, so that when the state of handling the work order corresponding to the latest work order call time is in the process and the state of calling of the work order corresponding to the newly added handling time is not called, the work order identification of the work order corresponding to the newly added handling time and the work order corresponding to the latest work order call time are determined as a second work order.

Substep 3077, determining the work order corresponding to the latest work order calling time as the second work order in the case that the calling state is called.

If the call state of the work order corresponding to the newly added accepting time is called, and the service newly handled by the first calling party is already related to the corresponding service personnel, the work order corresponding to the newly added accepting time can be directly determined as the second work order without special treatment, and the work order corresponding to the latest work order calling time can be the same as or different from the work order corresponding to the newly added accepting time.

As shown in fig. 7, if the determination result of determining whether the newly added work order reception time is empty is no, it is further determined whether the call state of the work order corresponding to the newly added work order reception time is not called, if the determination result is no, the work order corresponding to the latest work order call time is determined to be the second work order, if the determination result is yes, it is further determined whether the handling state of the work order corresponding to the latest work order call time is in transit, if the determination result is yes, the work order identification of the work order corresponding to the newly added work order reception time and the work order corresponding to the latest work order call time are determined to be the second work order, and if the determination result is no, the work order corresponding to the newly added work order reception time is determined to be the second work order.

Through the above substeps 3074 to 3077, in the case that the first calling object has the latest job ticket calling time, the second job ticket that the customer wants to consult can be further accurately determined based on the newly added job ticket receiving time, the calling state of the job ticket corresponding to the newly added job ticket receiving time, and the handling state of the job ticket corresponding to the latest job ticket calling time, which is helpful for further improving the accuracy of determining the second job ticket.

Step 308, sending the work order identifier of the second work order to the first terminal corresponding to the first called object, so that the first terminal displays the work order information corresponding to the second work order.

After the second work order is determined, the work order identification of the second work order can be sent to the first terminal, the first terminal receives the work order identification of the second work order, and the first terminal acquires the work order information of the second work order based on the work order identification of the second work order to continue to display, so that service personnel know the work order required to be consulted by an incoming call client, the service efficiency of customer service personnel is improved, the customer consultation efficiency is improved, and the time of the customer is saved.

The work order information may include, but is not limited to, one or more items of work order processing status, work order number, customer information of the work order, service address of the work order, service personnel of the work order, source information of the work order, type of the work order, and the like, related information of the work order, which may be set by a person skilled in the art according to actual service requirements.

Through the steps 306 to 308, when the first calling object contacts the first called object, the second work order that the first calling object wants to consult can be determined, and the work order identification of the second work order is sent to the first terminal of the first called object, so that the first terminal displays the work order information of the second work order, and when the first called object answers the incoming call of the first calling object, the first called object can immediately acquire the information that the first called object wants to consult, which is beneficial to improving the communication efficiency between the first called object and the first calling object, saving the communication time of both parties and improving the communication effect.

In summary, still another call processing method provided in the embodiment of the present invention includes: responding to a first call request of a first calling object aiming at a first specific number, and acquiring client work order information of the first calling object; determining a first called object corresponding to the first call request based on the client work order information; and calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object. The method comprises the steps that a first calling object can call a service person through a specific number, a first called object to be called of the first calling object is determined through client work order information corresponding to the first calling object, then the first called object is called after the actual number of the first calling object is desensitized through the specific number, and accordingly two-way call number desensitization can be conducted on two parties of clients and service person only through two specific numbers, the problem of virtual occupation of number resources is effectively avoided, in addition, as clients can directly contact the service person corresponding to client work order information through the first specific number, and the problem that the clients cannot contact the service person after the clients finish random number recovery in a traditional virtual number desensitization mode can be effectively avoided.

Referring to fig. 8, fig. 8 is a block diagram of a call processing apparatus according to an embodiment of the present invention, and the call processing apparatus 800 may include:

an obtaining module 801, configured to obtain customer work order information of a first calling object in response to a first call request of the first calling object for a first specific number;

a determining module 802, configured to determine a first called object corresponding to the first call request based on the client work order information;

a first calling module 803, configured to call the first called object with a second specific number, so as to establish a call connection between the first calling object and the first called object.

Optionally, the client work order information includes work order call time and work order acceptance time corresponding to the work order of the first calling object, and the determining module includes:

a latest time sub-module, configured to determine a latest time from the worksheet call time and/or the worksheet acceptance time; the time of the work order call represents the time of the work order corresponding service personnel to call the work order corresponding client;

the first work order sheet module is used for determining a first work order sheet corresponding to the latest time;

and the first called object sub-module is used for determining the service personnel number corresponding to the first work order as the first called object.

Optionally, the apparatus further comprises:

the matching module is used for responding to a second call request of a second calling object and matching a second calling number of the second calling object with the attendant number library;

the work order identification information module is used for acquiring work order identification information corresponding to the second call request under the condition that the second calling number is matched with a service personnel number library;

and the second calling module is used for calling the called client number corresponding to the work order identification information by taking the first specific number as a calling number so as to establish call connection between the second calling object and the client corresponding to the called client number.

Optionally, the apparatus further comprises:

a calling time module, configured to obtain a calling time of a second calling request for the called client number;

and the updating module is used for updating the work order calling time in the work order identification information corresponding to the client work order information based on the calling time.

Optionally, the apparatus further comprises:

the time acquisition module is used for acquiring the latest work order calling time and the newly added work order acceptance time based on the client work order information;

the second work order module is used for determining a second work order based on the latest work order calling time and the newly added work order acceptance time;

And the sending module is used for sending the work order identifier of the second work order to the first terminal corresponding to the first called object so that the first terminal displays the work order information corresponding to the second work order.

Optionally, the second work order module includes:

the first determining submodule is used for acquiring first work order acceptance time based on the client work order information and determining a work order corresponding to the first work order acceptance time as the second work order when the latest work order call time is empty and the newly added work order acceptance time is empty;

the second determining submodule is used for acquiring first work order acceptance time based on the client work order information under the condition that the latest work order call time is empty and the newly added work order acceptance time is not empty, and determining the work order identifier of the work order corresponding to the newly added work order acceptance time and the work order corresponding to the first work order acceptance time as the second work order;

and the third determining submodule is used for determining the work order corresponding to the latest work order calling time as the second work order when the latest work order calling time is not empty and the newly added work order receiving time is empty.

Optionally, the second work order module includes:

a status sub-module, configured to determine, when the last work order call time is not empty and the newly added work order acceptance time is not empty, a call status of a work order corresponding to the newly added work order acceptance time and a handling status of a work order corresponding to the last work order call time;

a fourth determining submodule, configured to determine a work order corresponding to the newly added work order reception time as the second work order when the handling state is not in transit and the calling state is not calling;

a fifth determining submodule, configured to determine, when the handling state is in transit and the calling state is not calling, a work order identifier of a work order corresponding to the newly added work order acceptance time and a work order corresponding to the latest work order calling time as the second work order;

and a sixth determining submodule, configured to determine, when the call state is called, a work order corresponding to the latest work order call time as the second work order.

In summary, the call processing device provided by the embodiment of the invention can respond to the first call request of the first calling object aiming at the first specific number to acquire the client work order information of the first calling object; determining a first called object corresponding to the first call request based on the client work order information; and calling the first called object by adopting a second specific number so as to establish call connection between the first calling object and the first called object. The method comprises the steps that a first calling object can call a service person through a specific number, a first called object to be called of the first calling object is determined through client work order information corresponding to the first calling object, then the first called object is called after the actual number of the first calling object is desensitized through the specific number, and accordingly two-way call number desensitization can be conducted on two parties of clients and service person only through two specific numbers, the problem of virtual occupation of number resources is effectively avoided, in addition, as clients can directly contact the service person corresponding to client work order information through the first specific number, and the problem that the clients cannot contact the service person after the clients finish random number recovery in a traditional virtual number desensitization mode can be effectively avoided.

Referring to fig. 9, the present invention also provides a structural diagram of an electronic device, as shown in fig. 9, including: a processor 1101, a memory 1102 and a computer program 11021 stored on the memory and executable on the processor, which when executed implements the call processing method of the previous embodiments.

The present invention also provides a readable storage medium which, when executed by a processor of an electronic device, enables the electronic device to perform the call processing method of the foregoing embodiments.

For the device embodiments, since they are substantially similar to the method embodiments, the description is relatively simple, and reference is made to the description of the method embodiments for relevant points.

It should be noted that, various information and data acquired in the embodiment of the present invention are acquired under the condition that the information/data holder is authorized.

The algorithms and displays presented herein are not inherently related to any particular computer, virtual system, or other apparatus. Various general-purpose systems may also be used with the teachings herein. The required structure for a construction of such a system is apparent from the description above. In addition, the present invention is not directed to any particular programming language. It will be appreciated that the teachings of the present invention described herein may be implemented in a variety of programming languages, and the above description of specific languages is provided for disclosure of enablement and best mode of the present invention.

In the description provided herein, numerous specific details are set forth. However, it is understood that embodiments of the invention may be practiced without these specific details. In some instances, well-known methods, structures and techniques have not been shown in detail in order not to obscure an understanding of this description.

Similarly, it should be appreciated that in the above description of exemplary embodiments of the invention, various features of the invention are sometimes grouped together in a single embodiment, figure, or description thereof for the purpose of streamlining the disclosure and aiding in the understanding of one or more of the various inventive aspects. However, the disclosed method should not be construed as reflecting the intention that: i.e., the claimed invention requires more features than are expressly recited in each claim. Rather, as the following claims reflect, inventive aspects lie in less than all features of a single foregoing disclosed embodiment. Thus, the claims following the detailed description are hereby expressly incorporated into this detailed description, with each claim standing on its own as a separate embodiment of this invention.

Those skilled in the art will appreciate that the modules in the apparatus of the embodiments may be adaptively changed and disposed in one or more apparatuses different from the embodiments. The modules or units or components of the embodiments may be combined into one module or unit or component and, furthermore, they may be divided into a plurality of sub-modules or sub-units or sub-components. Any combination of all features disclosed in this specification (including any accompanying claims, abstract and drawings), and all of the processes or units of any method or apparatus so disclosed, may be used in combination, except insofar as at least some of such features and/or processes or units are mutually exclusive. Each feature disclosed in this specification (including any accompanying claims, abstract and drawings), may be replaced by alternative features serving the same, equivalent or similar purpose, unless expressly stated otherwise.

Various component embodiments of the invention may be implemented in hardware, or in software modules running on one or more processors, or in a combination thereof. Those skilled in the art will appreciate that some or all of the functions of some or all of the components in a sorting device according to the present invention may be implemented in practice using a microprocessor or Digital Signal Processor (DSP). The present invention may also be implemented as an apparatus or device program for performing part or all of the methods described herein. Such a program embodying the present invention may be stored on a computer readable medium, or may have the form of one or more signals. Such signals may be downloaded from an internet website, provided on a carrier signal, or provided in any other form.

It should be noted that the above-mentioned embodiments illustrate rather than limit the invention, and that those skilled in the art will be able to design alternative embodiments without departing from the scope of the appended claims. In the claims, any reference signs placed between parentheses shall not be construed as limiting the claim. The word "comprising" does not exclude the presence of elements or steps not listed in a claim. The word "a" or "an" preceding an element does not exclude the presence of a plurality of such elements. The invention may be implemented by means of hardware comprising several distinct elements, and by means of a suitably programmed computer. In the unit claims enumerating several means, several of these means may be embodied by one and the same item of hardware. The use of the words first, second, third, etc. do not denote any order. These words may be interpreted as names.

It will be clear to those skilled in the art that, for convenience and brevity of description, specific working procedures of the above-described systems, apparatuses and units may refer to corresponding procedures in the foregoing method embodiments, and are not repeated herein.

The foregoing description of the preferred embodiments of the invention is not intended to be limiting, but rather is intended to cover all modifications, equivalents, and alternatives falling within the spirit and principles of the invention.

The foregoing is merely illustrative of the present invention, and the present invention is not limited thereto, and any person skilled in the art will readily recognize that variations or substitutions are within the scope of the present invention. Therefore, the protection scope of the invention is subject to the protection scope of the claims.

Claims

1. A method of call processing, the method comprising:

2. The method of claim 1, wherein the client work order information includes a work order call time and a work order acceptance time corresponding to a work order of the first calling object, and wherein the determining the first called object corresponding to the first call request based on the client work order information includes:

determining the latest time from the work order calling time and/or the work order accepting time; the time of the work order call represents the time of the work order corresponding service personnel to call the work order corresponding client;

determining a first work order corresponding to the latest time;

and determining the service personnel number corresponding to the first work order as the first called object.

3. The method according to claim 1, wherein the method further comprises:

responding to a second call request of a second calling object, and matching a second calling number of the second calling object with a service personnel number library;

acquiring work order identification information corresponding to the second call request under the condition that the second calling number is matched with a service personnel number library;

And calling the called client number corresponding to the work order identification information by taking the first specific number as a calling number so as to establish call connection between the second calling object and the client corresponding to the called client number.

4. A method according to claim 3, characterized in that the method further comprises:

acquiring the calling time of a second calling request aiming at the called client number;

and updating the work order calling time in the work order identification information corresponding to the client work order information based on the calling time.

5. The method according to claim 1, wherein the method further comprises:

acquiring the latest work order calling time and the newly added work order acceptance time based on the client work order information;

determining a second work order based on the latest work order calling time and the newly added work order acceptance time;

and sending the work order identification of the second work order to a first terminal corresponding to the first called object so that the first terminal displays the work order information corresponding to the second work order.

6. The method of claim 5, wherein the determining a second work order based on the most recent work order call time and the newly added work order acceptance time comprises:

When the latest work order calling time is empty and the newly added work order receiving time is empty, acquiring first work order receiving time based on the client work order information, and determining a work order corresponding to the first work order receiving time as the second work order;

and under the condition that the latest work order calling time is empty and the newly added work order receiving time is not empty, acquiring first work order receiving time based on the client work order information, and determining the work order identifier of the work order corresponding to the newly added work order receiving time and the work order corresponding to the first work order receiving time as the second work order.

7. The method of claim 5, wherein the determining a second work order based on the most recent work order call time and the newly added work order acceptance time comprises:

when the latest work order calling time is not empty and the newly added work order receiving time is empty, determining the work order corresponding to the latest work order calling time as the second work order;

determining a call state of a work order corresponding to the newly added work order acceptance time and a handling state of the work order corresponding to the latest work order call time under the condition that the latest work order call time is not empty and the newly added work order acceptance time is not empty;

When the handling state is not in transit and the calling state is not calling, determining a work order corresponding to the newly added work order receiving time as the second work order;

when the handling state is in transit and the calling state is not calling, determining the work order identifier of the work order corresponding to the newly added work order receiving time and the work order corresponding to the latest work order calling time as the second work order;

and under the condition that the calling state is called, determining the work order corresponding to the latest work order calling time as the second work order.

8. A call processing apparatus, the apparatus comprising:

9. An electronic device, comprising:

A processor, a memory and a computer program stored on the memory and executable on the processor, the processor implementing the method according to any one of claims 1-7 when executing the program.

10. A readable storage medium, characterized in that instructions in the readable storage medium, when executed by a processor of an electronic device, enable the electronic device to perform the method of any one of claims 1-7.