WO2019085301A1 - Missed call feedback method, apparatus and device for fixed phone, and readable storage medium - Google Patents

Missed call feedback method, apparatus and device for fixed phone, and readable storage medium Download PDF

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Publication number
WO2019085301A1
WO2019085301A1 PCT/CN2018/074616 CN2018074616W WO2019085301A1 WO 2019085301 A1 WO2019085301 A1 WO 2019085301A1 CN 2018074616 W CN2018074616 W CN 2018074616W WO 2019085301 A1 WO2019085301 A1 WO 2019085301A1
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WO
WIPO (PCT)
Prior art keywords
missed call
agent
landline
phone number
mobile phone
Prior art date
Application number
PCT/CN2018/074616
Other languages
French (fr)
Chinese (zh)
Inventor
徐恺
Original Assignee
平安科技（深圳）有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 平安科技（深圳）有限公司 filed Critical 平安科技（深圳）有限公司
Publication of WO2019085301A1 publication Critical patent/WO2019085301A1/en

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/04—Real-time or near real-time messaging, e.g. instant messaging [IM]
    • H04L51/046—Interoperability with other network applications or services
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/72—Mobile telephones; Cordless telephones, i.e. devices for establishing wireless links to base stations without route selection
    • H04M1/724—User interfaces specially adapted for cordless or mobile telephones
    • H04M1/72403—User interfaces specially adapted for cordless or mobile telephones with means for local support of applications that increase the functionality
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M1/00—Substation equipment, e.g. for use by subscribers
    • H04M1/82—Line monitoring circuits for call progress or status discrimination

Definitions

  • the present application relates to the field of communications technologies, and in particular, to a feedback method, apparatus, device, and computer readable storage medium for a missed call of a landline.
  • the main purpose of the present application is to provide a feedback method, device, device and computer readable storage medium for a missed call of a landline, which aims to solve the technical problem that the agent can not give timely feedback to the user at night or during non-working days.
  • the present application provides a feedback method for a missed call of a landline, and the method includes:
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  • the method further includes:
  • the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
  • the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to an associated mobile phone number or other instant messaging application.
  • the method further includes:
  • the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
  • the method further includes:
  • the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
  • the details of the missed call are sent to the agent associated with the matched customer phone number.
  • the method further includes:
  • the method further includes:
  • the caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number
  • the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
  • the present application further provides a feedback device for a missed call of a landline, the device comprising:
  • the association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
  • the sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the present application further provides a feedback device for a missed call of a landline, wherein the feedback device of the missed call of the base station includes a processor, a network interface, a user interface, and a memory, where the base station is stored in the memory.
  • a feedback program for receiving an incoming call the processor is configured to execute a feedback procedure of the missed call of the landline to implement the following steps:
  • the present application further provides a computer readable storage medium, wherein the computer readable storage medium stores a feedback program of a missed call of the landline, and the feedback program of the missed call of the landline is executed by the processor.
  • the method, device, device and computer readable storage medium for the missed call of the landline proposed by the present application are associated with the mobile phone number of the agent or other instant messaging application by the seat phone number corresponding to the agent; when the agent corresponds When the landline has a missed call, the detailed information of the missed call is obtained; then the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, so that the agent can Keep up with customers in time, avoid when users want to know about various products or want to buy products, no agents to follow up, lead customers to abandon the desire to buy, or through other companies to buy, so as to improve the speed of feedback customers, improve the company's net recommendation value.
  • FIG. 1 is a schematic flow chart of a first embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 2 is a schematic flow chart of a second embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 3 is a schematic flow chart of a fourth embodiment of a method for feeding back a missed call of a landline according to the present application;
  • FIG. 4 is a schematic flow chart of a fifth embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 5 is a schematic flow chart of a sixth embodiment of a feedback method for a missed call of a landline of the present application
  • FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
  • the main solution of the embodiment of the present application is: associating and binding the landline phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application; and obtaining the missed call when the landed phone corresponding to the agent has a missed call Detailed information; then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user wanting to understand various
  • the product or product wants to buy there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
  • the embodiment of the present application considers that, in the prior art, at night or during non-working days, at this time, the agent generally does not go to work. If the user calls in at this time, generally cannot receive it, and when it is necessary to go to the seat to take a vacation, the reference is not Answering the call and then replying to the customer is not conducive to timely feedback to the user.
  • the embodiment of the present application provides a feedback method for the missed call of the landline, by associating the phone number corresponding to the seat with the mobile phone number of the agent or other instant messaging application; when the seat corresponding to the seat has When receiving a call, obtain the detailed information of the missed call; then send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time
  • there is no agent to follow up which leads to the customer's desire to abandon the purchase, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation value.
  • the application provides a feedback method for a missed call of a landline.
  • FIG. 1 is a schematic flowchart of a first embodiment of a feedback method for a missed call of a landline of the present application.
  • the method includes:
  • Step S10 associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the phone number corresponding to the agent can be associated with the mobile phone number of the agent or other instant messaging application by using a server in a computer or other intelligent terminal, wherein the other instant messaging application can be WeChat, QQ. Wait.
  • a landline may correspond to multiple seats.
  • the working time system of the agent's work is a shift system, for example, the working time of the A agent is from 8:00 am to 4:00 pm, and the working time of the B agent is From 4 pm to 10 pm, there may be two seats for the same landline. Therefore, when the seat phone number corresponding to the agent and the mobile phone number of the agent are used, the name or job number of the agent can be further noted. The seat makes a difference.
  • Step S20 When the landed phone corresponding to the agent has a missed call, obtain detailed information of the missed call;
  • the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
  • Step S30 Send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user. Further, before sending the detailed information of the missed call to the associated mobile phone number or other instant messaging application, it may further determine whether the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, determine the current landline Whether the number of corresponding agents exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. If the caller number of the currently missed call is the phone number of the customer associated with the agent, the details of the missed call are sent to the agent associated with the client.
  • the feedback method for the missed call of the landline is associated with the mobile phone number of the agent or other instant messaging application by the mobile phone number corresponding to the agent; when the landed phone corresponding to the agent has a missed call, the method is obtained.
  • the details of the missed call then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user thinking
  • you understand a variety of products or want to buy a product there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
  • a second embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S40 determining whether the caller number of the missed call exists in the customer information preservation system
  • Step S50 If the caller number of the missed call is present in the user information storage system, look for the client corresponding to the caller number of the missed call;
  • Step S60 determining whether the corresponding client has a corresponding binding agent
  • Step S70 If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent;
  • step S30 is performed.
  • the caller number of the missed call exists in the customer information storage system, that is, whether the customer corresponding to the caller number of the missed call is contacted. If the caller number of the missed call exists in the user information storage system, the client corresponding to the caller number of the missed call is found; and then it is determined whether the corresponding client has a corresponding a bound agent; if the corresponding client has a correspondingly bound agent, extracting the communication number of the corresponding bound agent, and transmitting the detailed information of the missed call to the communication of the corresponding bound agent The number, so that the corresponding agent can contact the customer in time, and send the detailed information of the missed call to the communication number of the corresponding bound agent.
  • the binding agent can contact the customer to improve the quality of the customer service and improve the user experience. If the corresponding client does not have a corresponding binding agent, the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application.
  • the feedback method for the missed call of the landline is determined by determining whether the caller number of the missed call exists in the customer information storage system; if the caller number of the missed call exists in the user information storage system, Determining a client corresponding to the caller number of the missed call; determining whether the corresponding client has a corresponding bound agent; if the corresponding client has a corresponding bound agent, extracting the corresponding bound agent
  • the communication number is sent to the corresponding communication number of the agent, so as to improve the quality of the customer service and improve the user experience. Otherwise, the detailed information of the missed call is sent to the association.
  • Mobile number or other instant messaging application to provide timely feedback to customers.
  • the first embodiment of the feedback method based on the missed call of the base station of the present application provides a third embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  • a third party number database needs to be extracted, where the third party number is extracted.
  • the database is a database for storing telephones such as harassing calls, scams, and mediations.
  • the database is generally stored in a server or a cloud disk, and the mobile terminal can send an access or download request to the server or the cloud disk to obtain an access or download server or The permission of the data in the database in the cloud disk, and then matching the number information with the number in the number database to confirm whether the number included in the number information is a harassing phone, a fraud phone, an intermediary, etc., thereby avoiding Users call back harassing calls, scam calls, mediations, etc., and are harassed and scammed by harassing calls, fraudulent calls, and intermediaries.
  • the missed call is not a harassing call, a fraudulent call, an intermediary, or the like, and the fraudulent harassment and the like may be excluded, and the missed call may be cancelled at this time.
  • the details are sent to the associated mobile number or other instant messaging application.
  • the feedback method for the missed call of the landline provided by the embodiment is obtained by extracting the third party number database, and matching the number information with the number in the number database; when the number information does not match the consistent number in the number database
  • the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, thereby being harassed and scammed by harassing calls, fraudulent calls, intermediary calls, and the like.
  • a fourth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S80 determining whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
  • Step S90 If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and the contact information associated with each agent are extracted;
  • Step S100 matching the caller number of the missed call with the extracted contact information of the customer
  • Step S110 When matching a consistent customer phone number, send the detailed information of the missed call to the agent associated with the matched customer phone number.
  • the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, whether the number of agents corresponding to the current landline exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. Specifically, the customer and contact information associated with each agent are extracted, and then the caller number of the missed call is matched with the extracted contact information of the customer; when the matching customer phone number is matched, the missed call is The details are sent to the agent associated with the matching customer phone number. The customer's contacted agent gives feedback to the customer, and there is more information about the customer's understanding. Therefore, letting the bound agent contact the customer can improve the quality of the customer service and improve the user experience.
  • the feedback method for the missed call of the base station determines whether the seat coupled to the current landline and the corresponding mobile phone number are greater than one; if the seat associated with the current landline and the corresponding mobile phone number are greater than one, each of the extracted
  • the customer and contact information associated with the agent match the caller number of the missed call with the extracted customer contact method; when matching the consistent customer phone number, send the detailed information of the missed call to the matched one.
  • the agent associated with the customer's phone number gives feedback to the customer through the agent that the customer has contacted, and the information about the customer is more, so that the bound agent can contact the customer, which can improve the quality of the customer service and improve the user experience.
  • a fourth embodiment of the feedback method for the missed call of the base station of the present application is proposed based on the fourth embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S110 further includes:
  • Step S120 If the matching customer phone number is not matched, compare the number of clients associated with each agent;
  • Step S130 Send the detailed information of the missed call to the agent with the smallest number of clients.
  • the caller number corresponding to the missed call is matched with the extracted contact information of the customer, if the matching customer phone number is not matched, the number of clients associated with each agent is compared; The details of the missed call are sent to the agent with the fewest number of customers, thus improving the rationality of the customer's distribution.
  • a sixth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
  • step after the step S20 further includes:
  • Step S140 acquiring the caller number of the missed call, and performing initial replacement of the caller number
  • step S150 the caller number after the initial replacement of the line is inversely replaced, and the caller number can be converted into a virtual phone number
  • Step S160 acquiring the virtual caller number, and transferring the mobile phone number associated with the agent through the converted virtual caller number;
  • Step S170 the caller number of the missed call is returned by the converted virtual caller number.
  • the detailed information of the missed call may be sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, but SMS or WeChat way to remind, the user may not use the mobile terminal at the current time, so the user may not notice the received SMS or WeChat at the first time, when the customer has a more urgent situation, the user cannot be the first Time is processed, so there are other ways to let users communicate with customers in the first place.
  • the caller number of the missed call is obtained, and the caller number is encrypted by the public key encryption method, so that the information of the client is protected, and the phone number information of the client is prevented from being leaked; specifically, the DES in the public key encryption method can be used.
  • the algorithm encrypts the incoming line number.
  • DES is called Data.
  • Encryption Standard the data encryption standard, is a block algorithm that uses key encryption. The initial replacement is performed. The function is to recombine the input 64-bit data blocks in bits and divide the output into two parts, L0 and R0. The part is 32 bits long.
  • the replacement rule is to change the 58th digit of the input to the first digit, the 50th digit to the 2nd digit, and so on, and the last digit is the original 7th digit.
  • the mobile terminal has When the call comes in, the user will know the first time, so the user can communicate with the customer in the first time through the transition medium.
  • the caller number of the missed call is obtained, and the caller number is initially replaced; and the caller number after the initial replacement is reverse-replaced,
  • the caller number is converted into a virtual phone number; the virtual caller number is obtained, and the mobile phone number associated with the agent is transferred through the converted virtual caller number; and the caller number of the missed call is retrieved through the converted virtual caller number, so that the user can be Communicate with customers at one time to improve the user experience.
  • the embodiment of the present application further provides a feedback device for a missed call of a landline, and the device includes:
  • the association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
  • the obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
  • the sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  • the specific embodiment of the feedback device for the missed call of the base station of the present application is substantially the same as the embodiment of the feedback method for the missed call of the base station, and details are not described herein.
  • the embodiment of the present application further provides a feedback device for the missed call of the landline.
  • FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
  • the feedback device of the landline missed call may include: a processor 1001, such as a CPU, a network interface 1002, a user interface 1003, and a memory 1004. Connection communication between these components can be achieved via a communication bus.
  • the network interface 1002 may optionally include a standard wired interface (for connecting to a wired network), a wireless interface (such as a WI-FI interface, a Bluetooth interface, an infrared interface, etc. for connecting to a wireless network).
  • the user interface 1003 can include a display, an input unit such as a keyboard, and the optional user interface 1003 can also include a standard wired interface (eg, for connecting a wired keyboard, a wired mouse, etc.) and/or a wireless interface (eg, Used to connect a wireless keyboard, wireless mouse).
  • the memory 1004 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage.
  • the memory 1004 can also optionally be a storage device independent of the aforementioned processor 1001.
  • the feedback device of the landline missed call may further include a camera, RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
  • RF Radio
  • RF Radio
  • the feedback device structure of the landline missed call shown in FIG. 6 does not constitute a limitation of the feedback device for the missed call of the base machine, and may include more or less components than the illustration, or a combination thereof. Some components, or different component arrangements.
  • the memory 1004 as a computer storage medium may include an operating system, a network communication module, a user interface module, and a feedback program for the missed call of the landline.
  • the operating system is a program for managing and controlling the feedback device hardware and software resources of the missed call of the landline, and supports the network communication module, the user interface module, the feedback program of the missed call of the landline, and the operation of other programs or software;
  • the management and control network interface 1002 is used to manage and control the user interface 1003.
  • the network interface 1002 is mainly used for connecting to the database and performing data communication with the database; the user interface 1003 is mainly used for connecting the client (which can be understood as the client), and the client.
  • Performing data communication such as displaying information to the client through a window, or receiving operation information sent by the client; and the processor 1001 may be configured to execute a feedback program of the missed call of the landline stored in the memory 1004 to implement the missed call of the landline.
  • Feedback method The steps of the various embodiments.
  • the embodiment of the present application further provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to implement the above
  • the feedback method of the missed call of the landline is the steps of the embodiments.
  • the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better.
  • Implementation Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk,
  • the optical disc includes a number of instructions for causing a terminal device (which may be a cell phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods of various embodiments of the present application.

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

Abstract

Disclosed in the present application is a missed call feedback method for a fixed phone. The method comprises the following steps: associating and binding a fixed phone number corresponding to an agent with/to a mobile phone number or other instant messaging applications of the agent; when the fixed phone corresponding to the agent has a missed call, acquiring detailed information of the missed call; and sending the detailed information of the missed call to the associated mobile phone number or other instant messaging applications to prompt the agent to follow up with the user. Also disclosed in the present application are a missed call feedback apparatus and device for a fixed phone, and a computer readable storage medium. According to the present application, agents can follow up with customers in time, so that the speed of user feedback can be improved, and the net promoter score of companies can be increased.

Description

座机未接来电的反馈方法、装置、设备及可读存储介质  Feedback method, device, device and readable storage medium for missed call of landline
本申请要求于2017年10月31日提交中国专利局、申请号为201711062147.3This application is required to be submitted to the Chinese Patent Office on October 31, 2017, and the application number is 201711062147.3
、发明名称为“座机未接来电的反馈方法、装置、设备及可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。The title of the invention is the priority of the Chinese patent application entitled "Responsive method, device, device and readable storage medium for the missed call of the landline", the entire contents of which are incorporated herein by reference.
技术领域Technical field
本申请涉及通信技术领域，尤其涉及一种座机未接来电的反馈方法、装置、设备及计算机可读存储介质。The present application relates to the field of communications technologies, and in particular, to a feedback method, apparatus, device, and computer readable storage medium for a missed call of a landline.
背景技术Background technique
目前，随着生活节奏的加快，人们的工作越来越忙，导致很多上班族在上班时间没有多余的时间处理自己的私人业务，比如，购买理财产品等，因此只能在节假日或者晚上才能通过打电话等方式进行了解或购买各种理财产品。At present, with the accelerated pace of life, people's work is getting more and more busy, which causes many office workers to have no extra time to deal with their private business during working hours, for example, to purchase wealth management products, so they can only pass on holidays or nights. Call or other means to understand or purchase a variety of wealth management products.
但是现有技术中，在晚上或非工作日时，此时，坐席一般不上班，若此时用户打电话进来，一般无法接到，需要到坐席收假时，查阅未接来电，再给客户进行回复，不利于及时反馈用户。However, in the prior art, at night or during non-working days, at this time, the agent generally does not go to work. If the user calls in at this time, generally cannot receive it, and when the agent is going to take a vacation, the missed call is checked, and then the customer is called. Replying is not conducive to timely feedback to users.
发明内容Summary of the invention
本申请的主要目的在于提出一种座机未接来电的反馈方法、装置、设备及计算机可读存储介质，旨在解决在晚上或非工作日时，坐席无法给用户及时反馈的技术问题。The main purpose of the present application is to provide a feedback method, device, device and computer readable storage medium for a missed call of a landline, which aims to solve the technical problem that the agent can not give timely feedback to the user at night or during non-working days.
为实现上述目的，本申请提供一种座机未接来电的反馈方法，所述方法包括：To achieve the above objective, the present application provides a feedback method for a missed call of a landline, and the method includes:
将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Obtaining detailed information of the missed call when the landline corresponding to the agent has a missed call;
将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
可选地，所述获取未接来电的详细信息的步骤之后，还包括：Optionally, after the step of acquiring the detailed information of the missed call, the method further includes:
判断所述未接来电的来电号码在客户信息保存***中是否存在；Determining whether the caller number of the missed call exists in the customer information preservation system;
若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；If the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
判断所述对应的客户是否存在对应绑定的坐席；Determining whether the corresponding client has a corresponding binding agent;
若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，否则，执行所述将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to an associated mobile phone number or other instant messaging application.
可选地，所述获取未接来电的详细信息的步骤之后，还包括：Optionally, after the step of acquiring the detailed information of the missed call, the method further includes:
提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；Extracting a third-party number database and matching the number information with the number in the number database;
当所述号码信息在号码数据库中没有匹配到一致的号码时，执行所述将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。When the number information does not match the consistent number in the number database, the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
可选地，所述获取未接来电的详细信息的步骤之后，还包括：Optionally, after the step of acquiring the detailed information of the missed call, the method further includes:
判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；Determine whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
将未接来电的来电号码对应与提取到的客户联系方式进行匹配；Match the caller number of the missed call to the contact information of the extracted customer;
当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。When the matching customer phone number is matched, the details of the missed call are sent to the agent associated with the matched customer phone number.
可选地，所述将未接来电的来电号码对应与提取到的客户联系方式进行匹配的步骤之后，还包括：Optionally, after the step of matching the incoming call number of the missed call with the extracted contact information of the customer, the method further includes:
若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；If there is no matching customer phone number, compare the number of customers associated with each agent;
将所述未接来电的详细信息发送至客户数量最少的坐席。Send the details of the missed call to the agent with the least number of customers.
可选地，所述当所述坐席对应的座机有未接来电时，获取未接来电的详细信息的步骤之后，还包括：Optionally, after the step of acquiring the detailed information of the missed call when the landline corresponding to the agent has a missed call, the method further includes:
获取所述未接来电的来电号码，并将所述来电号码进行初始置换；Obtaining the caller number of the missed call, and performing initial replacement of the caller number;
将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；The caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number;
获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；Obtaining the virtual caller number, and transferring the mobile phone number associated with the agent by using the converted virtual caller number;
通过转换的虚拟来电号码回拨未接来电的来电号码。Call back the caller number of the missed call by the converted virtual caller number.
可选地，所述未接来电的详细信息包括：未接来电的来电时间，来电号码，号码归属地，来电号码与座机的历史通话时间及次数。Optionally, the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
此外，为实现上述目的，本申请还提供一种座机未接来电的反馈装置，所述装置包括：In addition, in order to achieve the above object, the present application further provides a feedback device for a missed call of a landline, the device comprising:
关联绑定模块，用于将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；The association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
获取模块，用于当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；The obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
发送模块，用于将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
此外，为实现上述目的，本申请还提供一种座机未接来电的反馈设备，所述座机未接来电的反馈设备包括处理器、网络接口、用户接口及存储器，所述存储器中存储有座机未接来电的反馈程序；所述处理器用于执行所述座机未接来电的反馈程序，以实现以下步骤：In addition, in order to achieve the above object, the present application further provides a feedback device for a missed call of a landline, wherein the feedback device of the missed call of the base station includes a processor, a network interface, a user interface, and a memory, where the base station is stored in the memory. a feedback program for receiving an incoming call; the processor is configured to execute a feedback procedure of the missed call of the landline to implement the following steps:
将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Obtaining detailed information of the missed call when the landline corresponding to the agent has a missed call;
将未所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。Send the details of the missed call to the associated mobile number or other instant messaging application to remind the agent to follow up.
此外，为实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质上存储有座机未接来电的反馈程序，所述座机未接来电的反馈程序被处理器执行时实现如上所述的座机未接来电的反馈方法的步骤。In addition, in order to achieve the above object, the present application further provides a computer readable storage medium, wherein the computer readable storage medium stores a feedback program of a missed call of the landline, and the feedback program of the missed call of the landline is executed by the processor. The step of implementing the feedback method of the missed call of the landline as described above.
本申请提出的座机未接来电的反馈方法、装置、设备及计算机可读存储介质，通过将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；然后将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进，从而使得坐席可以及时跟进客户，避免当用户想了解各种产品或者想购买产品时，没有坐席进行跟进，导致客户放弃购买的欲望，或者通过其他公司进行购买，从而提高反馈客户的速度，提高公司净推荐值。The method, device, device and computer readable storage medium for the missed call of the landline proposed by the present application are associated with the mobile phone number of the agent or other instant messaging application by the seat phone number corresponding to the agent; when the agent corresponds When the landline has a missed call, the detailed information of the missed call is obtained; then the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, so that the agent can Keep up with customers in time, avoid when users want to know about various products or want to buy products, no agents to follow up, lead customers to abandon the desire to buy, or through other companies to buy, so as to improve the speed of feedback customers, improve the company's net recommendation value.
附图说明DRAWINGS
图1为本申请座机未接来电的反馈方法第一实施例的流程示意图；1 is a schematic flow chart of a first embodiment of a feedback method for a missed call of a landline of the present application;
图2为本申请座机未接来电的反馈方法第二实施例的流程示意图；2 is a schematic flow chart of a second embodiment of a feedback method for a missed call of a landline of the present application;
图3为本申请座机未接来电的反馈方法第四实施例的流程示意图；3 is a schematic flow chart of a fourth embodiment of a method for feeding back a missed call of a landline according to the present application;
图4为本申请座机未接来电的反馈方法第五实施例的流程示意图；4 is a schematic flow chart of a fifth embodiment of a feedback method for a missed call of a landline of the present application;
图5为本申请座机未接来电的反馈方法第六实施例的流程示意图；5 is a schematic flow chart of a sixth embodiment of a feedback method for a missed call of a landline of the present application;
图6为本申请实施例方案涉及的硬件运行环境的设备结构示意图。FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。The implementation, functional features and advantages of the present application will be further described with reference to the accompanying drawings.
具体实施方式Detailed ways
应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。It is understood that the specific embodiments described herein are merely illustrative of the application and are not intended to be limiting.
本申请实施例的主要解决方案是：通过将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；然后将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进，从而使得坐席可以及时跟进客户，避免当用户想了解各种产品或者想购买产品时，没有坐席进行跟进，导致客户放弃购买的欲望，或者通过其他公司进行购买，从而提高反馈客户的速度，提高公司净推荐值。The main solution of the embodiment of the present application is: associating and binding the landline phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application; and obtaining the missed call when the landed phone corresponding to the agent has a missed call Detailed information; then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user wanting to understand various When the product or product wants to buy, there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
本申请实施例考虑到，现有技术中，在晚上或非工作日时，此时，坐席一般不上班，若此时用户打电话进来，一般无法接到，需要到坐席收假时，查阅未接来电，再给客户进行回复，不利于及时反馈用户。The embodiment of the present application considers that, in the prior art, at night or during non-working days, at this time, the agent generally does not go to work. If the user calls in at this time, generally cannot receive it, and when it is necessary to go to the seat to take a vacation, the reference is not Answering the call and then replying to the customer is not conducive to timely feedback to the user.
为此，本申请实施例提出一种座机未接来电的反馈方法，通过将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；然后将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进，从而使得坐席可以及时跟进客户，避免当用户想了解各种产品或者想购买产品时，没有坐席进行跟进，导致客户放弃购买的欲望，或者通过其他公司进行购买，从而提高反馈客户的速度，提高公司净推荐值。Therefore, the embodiment of the present application provides a feedback method for the missed call of the landline, by associating the phone number corresponding to the seat with the mobile phone number of the agent or other instant messaging application; when the seat corresponding to the seat has When receiving a call, obtain the detailed information of the missed call; then send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time To avoid when the user wants to know about various products or want to buy products, there is no agent to follow up, which leads to the customer's desire to abandon the purchase, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation value.
本申请提供一种座机未接来电的反馈方法。The application provides a feedback method for a missed call of a landline.
参照图1，图1为本申请座机未接来电的反馈方法第一实施例的流程示意图。Referring to FIG. 1, FIG. 1 is a schematic flowchart of a first embodiment of a feedback method for a missed call of a landline of the present application.
在本实施例中，该方法包括：In this embodiment, the method includes:
步骤S10，将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Step S10, associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
在本实施例中，可以通过计算机或其他智能终端中的服务器将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定，其中所述其他即时通信应用可以为微信、QQ等。可以理解的是，一个座机可能会对应多个坐席，比如，当坐席的工作的工作时间制度为轮班制度时，比如A坐席的上班时间为早上8点至下午4点，B坐席的上班时间为下午4点至晚上10点时，同一个座机对应的坐席就有可能有两个，因此在将坐席对应的座机电话号码与坐席的手机号码时，可以进一步备注坐席的名字或者工号，以便将坐席进行区别。In this embodiment, the phone number corresponding to the agent can be associated with the mobile phone number of the agent or other instant messaging application by using a server in a computer or other intelligent terminal, wherein the other instant messaging application can be WeChat, QQ. Wait. It can be understood that a landline may correspond to multiple seats. For example, when the working time system of the agent's work is a shift system, for example, the working time of the A agent is from 8:00 am to 4:00 pm, and the working time of the B agent is From 4 pm to 10 pm, there may be two seats for the same landline. Therefore, when the seat phone number corresponding to the agent and the mobile phone number of the agent are used, the name or job number of the agent can be further noted. The seat makes a difference.
步骤S20，当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Step S20: When the landed phone corresponding to the agent has a missed call, obtain detailed information of the missed call;
当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；具体地，通过在计算机上安装相应的软件，比如电话管理软件，或者通过USB将计算机与固定电话连接，当坐席对应的电话有未接来电时，首先通过计算机获取未接来电的详细信息。When the seat corresponding to the agent has a missed call, obtain detailed information of the missed call; specifically, by installing corresponding software on the computer, such as telephone management software, or connecting the computer to the fixed telephone via USB, when the agent is seated When there is a missed call on the corresponding phone, first obtain the detailed information of the missed call through the computer.
进一步地，所述未接来电的详细信息包括：未接来电的来电时间，来电号码，号码归属地，来电号码与座机的历史通话时间及次数。Further, the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a caller number, and a historical call time and number of times of the landline.
步骤S30，将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。Step S30: Send the detailed information of the missed call to the associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
在获得所述未接来电的详细信息之后，将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。进一步地，在将未接来电的详细信息发送至关联的手机号码或其他即时通信应用之前，可以进一步判断与当前座机进行关联的坐席及对应的手机号码的数量是否超过一个，即判断与当前座机对应的坐席的数量是否超过一个，若当前座机对应的坐席的数量超过一个，需要进一步判断当前未接来电的来电号码是否为与坐席关联的客户的电话号码。若当前未接来电的来电号码为与坐席关联的客户的电话号码，则将未接来电的详细信息发送至客户关联的坐席。After obtaining the detailed information of the missed call, the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user. Further, before sending the detailed information of the missed call to the associated mobile phone number or other instant messaging application, it may further determine whether the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, determine the current landline Whether the number of corresponding agents exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. If the caller number of the currently missed call is the phone number of the customer associated with the agent, the details of the missed call are sent to the agent associated with the client.
本实施例提出的座机未接来电的反馈方法，通过将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；然后将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进，从而使得坐席可以及时跟进客户，避免当用户想了解各种产品或者想购买产品时，没有坐席进行跟进，导致客户放弃购买的欲望，或者通过其他公司进行购买，从而提高反馈客户的速度，提高公司净推荐值。The feedback method for the missed call of the landline provided by the embodiment is associated with the mobile phone number of the agent or other instant messaging application by the mobile phone number corresponding to the agent; when the landed phone corresponding to the agent has a missed call, the method is obtained. The details of the missed call; then send the details of the missed call to the associated mobile phone number or other instant messaging application, remind the agent to follow up the user, so that the agent can follow up the customer in time, avoiding the user thinking When you understand a variety of products or want to buy a product, there is no agent to follow up, causing the customer to abandon the desire to buy, or purchase through other companies, thereby improving the speed of feedback to customers and improving the company's net recommendation.
进一步地，参照图2，基于本申请座机未接来电的反馈方法第一实施例提出本申请座机未接来电的反馈方法第二实施例。Further, referring to FIG. 2, a second embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
在本实施例中，所述步骤S20之后的步骤，还包括：In this embodiment, the step after the step S20 further includes:
步骤S40，判断所述未接来电的来电号码在客户信息保存***中是否存在；Step S40, determining whether the caller number of the missed call exists in the customer information preservation system;
步骤S50，若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；Step S50: If the caller number of the missed call is present in the user information storage system, look for the client corresponding to the caller number of the missed call;
步骤S60，判断所述对应的客户是否存在对应绑定的坐席；Step S60: determining whether the corresponding client has a corresponding binding agent;
步骤S70，若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码；Step S70: If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent;
否则，执行所述步骤S30。Otherwise, the step S30 is performed.
在本实施例中，在获取未接来电的详细信息之后，需要进一步判断所述未接来电的来电号码在客户信息保存***中是否存在，即判断未接来电的来电号码对应的客户是否为联系过坐席或者有其他记录的客户；若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；然后判断所述对应的客户是否存在对应绑定的坐席；若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，以便对应的坐席及时地联系客户，并且将未接来电的详细信息发送至对应绑定的坐席的通讯号码，由于是联系过的坐席，对客户的了解的信息较多，因此让绑定的坐席联系客户，能提高对客户服务的质量，提高用户体验。若所述对应的客户不存在对应绑定的坐席，则将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中。In this embodiment, after obtaining the detailed information of the missed call, it is required to further determine whether the caller number of the missed call exists in the customer information storage system, that is, whether the customer corresponding to the caller number of the missed call is contacted. If the caller number of the missed call exists in the user information storage system, the client corresponding to the caller number of the missed call is found; and then it is determined whether the corresponding client has a corresponding a bound agent; if the corresponding client has a correspondingly bound agent, extracting the communication number of the corresponding bound agent, and transmitting the detailed information of the missed call to the communication of the corresponding bound agent The number, so that the corresponding agent can contact the customer in time, and send the detailed information of the missed call to the communication number of the corresponding bound agent. Since it is the contacted agent, there is more information about the customer, so let the binding The agent can contact the customer to improve the quality of the customer service and improve the user experience. If the corresponding client does not have a corresponding binding agent, the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application.
本实施例提出的座机未接来电的反馈方法，通过判断所述未接来电的来电号码在客户信息保存***中是否存在；若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；判断所述对应的客户是否存在对应绑定的坐席；若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，从而提高对客户服务的质量，提高用户体验，否则，将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，以便对客户进行及时反馈。The feedback method for the missed call of the landline provided by the embodiment is determined by determining whether the caller number of the missed call exists in the customer information storage system; if the caller number of the missed call exists in the user information storage system, Determining a client corresponding to the caller number of the missed call; determining whether the corresponding client has a corresponding bound agent; if the corresponding client has a corresponding bound agent, extracting the corresponding bound agent The communication number is sent to the corresponding communication number of the agent, so as to improve the quality of the customer service and improve the user experience. Otherwise, the detailed information of the missed call is sent to the association. Mobile number or other instant messaging application to provide timely feedback to customers.
进一步地，基于本申请座机未接来电的反馈方法第一实施例提出本申请座机未接来电的反馈方法第三实施例。Further, the first embodiment of the feedback method based on the missed call of the base station of the present application provides a third embodiment of the feedback method for the missed call of the base station of the present application.
在本实施例中，所述步骤S20之后的步骤，还包括：In this embodiment, the step after the step S20 further includes:
提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；Extracting a third-party number database and matching the number information with the number in the number database;
当所述号码信息在号码数据库中没有匹配到一致的号码时，将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。When the number information does not match the consistent number in the number database, the detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
在本实施例中，在获取未接来电的详细信息之后，需要进一步判断所述未接来电是否为骚扰、诈骗等电话，因此，首先需要提取第三方号码数据库，其中，所述提取第三方号码数据库为存储骚扰电话、诈骗电话、中介等电话的数据库，所述数据库一般存储在服务器或云盘中，可以通过移动终端向服务器或云盘发送获取访问或下载请求，从而获取访问或下载服务器或云盘中的数据库中的数据的权限，然后将所述号码信息与号码数据库中的号码进行匹配，以便确认所述号码信息中包含的号码是否为骚扰电话、诈骗电话、中介等电话，从而避免用户回拨骚扰电话、诈骗电话、中介等电话，从而受到骚扰电话、诈骗电话、中介等电话的骚扰、诈骗。当所述号码信息在号码数据库中没有匹配到一致的号码时，说明所述未接来电不是骚扰电话、诈骗电话、中介等电话，可以排除诈骗骚扰等信息，此时可以将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中。In this embodiment, after obtaining the detailed information of the missed call, it is required to further determine whether the missed call is a call such as harassment or fraud. Therefore, first, a third party number database needs to be extracted, where the third party number is extracted. The database is a database for storing telephones such as harassing calls, scams, and mediations. The database is generally stored in a server or a cloud disk, and the mobile terminal can send an access or download request to the server or the cloud disk to obtain an access or download server or The permission of the data in the database in the cloud disk, and then matching the number information with the number in the number database to confirm whether the number included in the number information is a harassing phone, a fraud phone, an intermediary, etc., thereby avoiding Users call back harassing calls, scam calls, mediations, etc., and are harassed and scammed by harassing calls, fraudulent calls, and intermediaries. When the number information does not match the consistent number in the number database, it indicates that the missed call is not a harassing call, a fraudulent call, an intermediary, or the like, and the fraudulent harassment and the like may be excluded, and the missed call may be cancelled at this time. The details are sent to the associated mobile number or other instant messaging application.
本实施例提出的座机未接来电的反馈方法，通过提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；当所述号码信息在号码数据库中没有匹配到一致的号码时，将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，从而受到骚扰电话、诈骗电话、中介等电话的骚扰、诈骗。The feedback method for the missed call of the landline provided by the embodiment is obtained by extracting the third party number database, and matching the number information with the number in the number database; when the number information does not match the consistent number in the number database The detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, thereby being harassed and scammed by harassing calls, fraudulent calls, intermediary calls, and the like.
进一步地，参照图3，基于本申请座机未接来电的反馈方法第一实施例提出本申请座机未接来电的反馈方法第四实施例。Further, referring to FIG. 3, a fourth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
在本实施例中，所述步骤S20之后的步骤，还包括：In this embodiment, the step after the step S20 further includes:
步骤S80，判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；Step S80: determining whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
步骤S90，若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；Step S90: If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and the contact information associated with each agent are extracted;
步骤S100，将未接来电的来电号码对应与提取到的客户联系方式进行匹配；Step S100, matching the caller number of the missed call with the extracted contact information of the customer;
步骤S110，当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。Step S110: When matching a consistent customer phone number, send the detailed information of the missed call to the agent associated with the matched customer phone number.
在本实施例中，在获取未接来电的详细信息之后，可以进一步判断与当前座机进行关联的坐席及对应的手机号码的数量是否超过一个，即判断与当前座机对应的坐席的数量是否超过一个，若当前座机对应的坐席的数量超过一个，需要进一步判断当前未接来电的来电号码是否为与坐席关联的客户的电话号码。具体地，则提取各个坐席关联的客户及联系方式，然后将未接来电的来电号码对应与提取到的客户联系方式进行匹配；当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。通过客户联系过的坐席对客户进行反馈，对客户的了解的信息较多，因此让绑定的坐席联系客户，能提高对客户服务的质量，提高用户体验。In this embodiment, after obtaining the detailed information of the missed call, it may be further determined whether the number of the agent associated with the current landline and the corresponding mobile phone number exceeds one, that is, whether the number of agents corresponding to the current landline exceeds one. If the number of agents corresponding to the current landline exceeds one, it is necessary to further determine whether the caller number of the currently missed call is the phone number of the client associated with the agent. Specifically, the customer and contact information associated with each agent are extracted, and then the caller number of the missed call is matched with the extracted contact information of the customer; when the matching customer phone number is matched, the missed call is The details are sent to the agent associated with the matching customer phone number. The customer's contacted agent gives feedback to the customer, and there is more information about the customer's understanding. Therefore, letting the bound agent contact the customer can improve the quality of the customer service and improve the user experience.
本实施例提出的座机未接来电的反馈方法，通过判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；将未接来电的来电号码对应与提取到的客户联系方式进行匹配；当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席，通过客户联系过的坐席对客户进行反馈，对客户的了解的信息较多，因此让绑定的坐席联系客户，能提高对客户服务的质量，提高用户体验。The feedback method for the missed call of the base station proposed in this embodiment determines whether the seat coupled to the current landline and the corresponding mobile phone number are greater than one; if the seat associated with the current landline and the corresponding mobile phone number are greater than one, each of the extracted The customer and contact information associated with the agent; match the caller number of the missed call with the extracted customer contact method; when matching the consistent customer phone number, send the detailed information of the missed call to the matched one. The agent associated with the customer's phone number gives feedback to the customer through the agent that the customer has contacted, and the information about the customer is more, so that the bound agent can contact the customer, which can improve the quality of the customer service and improve the user experience.
进一步地，参照图4，基于本申请座机未接来电的反馈方法第四实施例提出本申请座机未接来电的反馈方法第五实施例。Further, referring to FIG. 4, a fourth embodiment of the feedback method for the missed call of the base station of the present application is proposed based on the fourth embodiment of the feedback method for the missed call of the base station of the present application.
在本实施例中，所述步骤S110之后的步骤，还包括：In this embodiment, the step after the step S110 further includes:
步骤S120，若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；Step S120: If the matching customer phone number is not matched, compare the number of clients associated with each agent;
步骤S130，将所述未接来电的详细信息发送至客户数量最少的坐席。Step S130: Send the detailed information of the missed call to the agent with the smallest number of clients.
在本实施例中，在将未接来电的来电号码对应与提取到的客户联系方式进行匹配之后，若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；然后将所述未接来电的详细信息发送至客户数量最少的坐席，从而提高客户分配的合理性。In this embodiment, after the caller number corresponding to the missed call is matched with the extracted contact information of the customer, if the matching customer phone number is not matched, the number of clients associated with each agent is compared; The details of the missed call are sent to the agent with the fewest number of customers, thus improving the rationality of the customer's distribution.
进一步地，参照图5，基于本申请座机未接来电的反馈方法第一实施例提出本申请座机未接来电的反馈方法第六实施例。Further, referring to FIG. 5, a sixth embodiment of a feedback method for a missed call of the base station of the present application is proposed based on the first embodiment of the feedback method for the missed call of the base station of the present application.
在本实施例中，所述步骤S20之后的步骤，还包括：In this embodiment, the step after the step S20 further includes:
步骤S140，获取所述未接来电的来电号码，并将所述来电号码进行初始置换；Step S140, acquiring the caller number of the missed call, and performing initial replacement of the caller number;
步骤S150，将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；In step S150, the caller number after the initial replacement of the line is inversely replaced, and the caller number can be converted into a virtual phone number;
步骤S160，获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；Step S160, acquiring the virtual caller number, and transferring the mobile phone number associated with the agent through the converted virtual caller number;
步骤S170，通过转换的虚拟来电号码回拨未接来电的来电号码。在本实施例中，在获取未接来电的详细信息之后，可以通过将未所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进，但是通过短信或者微信的方式进行提醒，用户有可能当前时间没有在使用移动终端，因此在第一时间用户有可能没有注意到接收到的短信或者微信，当客户有较紧急的情况时，用户不能第一时间进行处理，因此还需要通过其他方式让用户第一时间与客户进行联系沟通。具体地，首先获取所述未接来电的来电号码，将来电号码通过公钥加密方法进行加密，让客户的信息得到保护，避免客户的电话号码信息泄露；具体可以通过公钥加密方法中的DES算法对进线号码进行加密，具体地，DES全称为Data Encryption Standard，即数据加密标准，是一种使用密钥加密的块算法，首先进行初始置换，其功能是把输入的64位数据块按位重新组合，并把输出分为L0、R0两部分，每部分各长32位，其置换规则为将输入的第58位换到第一位，第50位换到第2位……依此类推，最后一位是原来的第7位。L0、R0则是换位输出后的两部分，L0是输出的左32位，R0是右32位，比如：设置换前的输入值为D1D2D3……D64，则经过初始置换后的结果为：L0=D58D50…D8；R0=D57D49……D7，然后进行逆置换，经过16次迭代运算后,得到L16、R16，将此作为输入，进行逆置换，逆置换正好是初始置换的逆运算，由此即得到密文输出，即可生成虚拟电话号码。然后获取通过加密生成的虚拟来电号码，并通过生成的虚拟来电号码转拨坐席关联的手机号码；然后再通过生成的虚拟来电号码回拨未接来电的来电号码，一般情况下，当移动终端有来电时，用户都会第一时间获知，因此，即可通过过渡的介质，让用户第一时间与客户进行沟通。Step S170, the caller number of the missed call is returned by the converted virtual caller number. In this embodiment, after obtaining the detailed information of the missed call, the detailed information of the missed call may be sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user, but SMS or WeChat way to remind, the user may not use the mobile terminal at the current time, so the user may not notice the received SMS or WeChat at the first time, when the customer has a more urgent situation, the user cannot be the first Time is processed, so there are other ways to let users communicate with customers in the first place. Specifically, firstly, the caller number of the missed call is obtained, and the caller number is encrypted by the public key encryption method, so that the information of the client is protected, and the phone number information of the client is prevented from being leaked; specifically, the DES in the public key encryption method can be used. The algorithm encrypts the incoming line number. Specifically, DES is called Data. Encryption Standard, the data encryption standard, is a block algorithm that uses key encryption. The initial replacement is performed. The function is to recombine the input 64-bit data blocks in bits and divide the output into two parts, L0 and R0. The part is 32 bits long. The replacement rule is to change the 58th digit of the input to the first digit, the 50th digit to the 2nd digit, and so on, and the last digit is the original 7th digit. L0 and R0 are the two parts after the transposition output. L0 is the left 32 bits of the output, and R0 is the right 32 bits. For example, if the input value before the change is set to D1D2D3...D64, the result after the initial replacement is: L0=D58D50...D8; R0=D57D49...D7, then perform inverse permutation. After 16 iterations, L16 and R16 are obtained. As an input, inverse permutation is performed. The inverse permutation is just the inverse of the initial permutation. This is the ciphertext output, which can generate a virtual phone number. Then, the virtual caller number generated by the encryption is obtained, and the mobile phone number associated with the agent is transferred through the generated virtual caller number; and then the caller number of the missed call is returned through the generated virtual caller number. Generally, when the mobile terminal has When the call comes in, the user will know the first time, so the user can communicate with the customer in the first time through the transition medium.
本实施例提出的座机未接来电的反馈方法，通过获取所述未接来电的来电号码，并将所述来电号码进行初始置换；将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；通过转换的虚拟来电号码回拨未接来电的来电号码，即可让用户第一时间与客户进行沟通，提高用户体验。In the feedback method of the missed call of the landline provided by the embodiment, the caller number of the missed call is obtained, and the caller number is initially replaced; and the caller number after the initial replacement is reverse-replaced, The caller number is converted into a virtual phone number; the virtual caller number is obtained, and the mobile phone number associated with the agent is transferred through the converted virtual caller number; and the caller number of the missed call is retrieved through the converted virtual caller number, so that the user can be Communicate with customers at one time to improve the user experience.
本申请实施例还提供了一种座机未接来电的反馈装置，所述装置包括：The embodiment of the present application further provides a feedback device for a missed call of a landline, and the device includes:
关联绑定模块，用于将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；The association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
获取模块，用于当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；The obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
发送模块，用于将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
本申请座机未接来电的反馈装置的具体实施例与上述座机未接来电的反馈方法各实施例基本相同，在此不作赘述。The specific embodiment of the feedback device for the missed call of the base station of the present application is substantially the same as the embodiment of the feedback method for the missed call of the base station, and details are not described herein.
本申请实施例进一步提供一种座机未接来电的反馈设备。The embodiment of the present application further provides a feedback device for the missed call of the landline.
参照图6，图6为本申请实施例方案涉及的硬件运行环境的设备结构示意图。Referring to FIG. 6, FIG. 6 is a schematic structural diagram of a device in a hardware operating environment according to an embodiment of the present application.
如图6所示，该座机未接来电的反馈设备可以包括：处理器1001，例如CPU，网络接口1002，用户接口1003，存储器1004。这些组件之间的连接通信可以通过通信总线实现。网络接口1002可选的可以包括标准的有线接口（用于连接有线网络）、无线接口（如WI-FI接口、蓝牙接口、红外线接口等，用于连接无线网络）。用户接口1003可以包括显示屏（Display）、输入单元比如键盘（Keyboard），可选用户接口1003还可以包括标准的有线接口（例如用于连接有线键盘、有线鼠标等）和/或无线接口（例如用于连接无线键盘、无线鼠标）。存储器1004可以是高速RAM存储器，也可以是稳定的存储器（non-volatile memory），例如磁盘存储器。存储器1004可选的还可以是独立于前述处理器1001的存储装置。As shown in FIG. 6, the feedback device of the landline missed call may include: a processor 1001, such as a CPU, a network interface 1002, a user interface 1003, and a memory 1004. Connection communication between these components can be achieved via a communication bus. The network interface 1002 may optionally include a standard wired interface (for connecting to a wired network), a wireless interface (such as a WI-FI interface, a Bluetooth interface, an infrared interface, etc. for connecting to a wireless network). The user interface 1003 can include a display, an input unit such as a keyboard, and the optional user interface 1003 can also include a standard wired interface (eg, for connecting a wired keyboard, a wired mouse, etc.) and/or a wireless interface (eg, Used to connect a wireless keyboard, wireless mouse). The memory 1004 may be a high speed RAM memory or a stable memory (non-volatile) Memory), such as disk storage. The memory 1004 can also optionally be a storage device independent of the aforementioned processor 1001.
可选地，该座机未接来电的反馈设备还可以包括摄像头、RF（Radio Frequency，射频）电路，传感器、音频电路、WiFi模块等等。Optionally, the feedback device of the landline missed call may further include a camera, RF (Radio) Frequency, RF) circuits, sensors, audio circuits, WiFi modules, and more.
本领域技术人员可以理解，图6中示出的座机未接来电的反馈设备结构并不构成对座机未接来电的反馈设备的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。It can be understood by those skilled in the art that the feedback device structure of the landline missed call shown in FIG. 6 does not constitute a limitation of the feedback device for the missed call of the base machine, and may include more or less components than the illustration, or a combination thereof. Some components, or different component arrangements.
如图6所示，作为一种计算机存储介质的存储器1004中可以包括操作***、网络通信模块、用户接口模块以及座机未接来电的反馈程序。其中，操作***是管理和控制座机未接来电的反馈设备硬件与软件资源的程序，支持网络通信模块、用户接口模块、座机未接来电的反馈程序以及其他程序或软件的运行；网络通信模块用于管理和控制网络接口1002；用户接口模块用于管理和控制用户接口1003。As shown in FIG. 6, the memory 1004 as a computer storage medium may include an operating system, a network communication module, a user interface module, and a feedback program for the missed call of the landline. The operating system is a program for managing and controlling the feedback device hardware and software resources of the missed call of the landline, and supports the network communication module, the user interface module, the feedback program of the missed call of the landline, and the operation of other programs or software; The management and control network interface 1002 is used to manage and control the user interface 1003.
在图6所示的座机未接来电的反馈设备中，网络接口1002主要用于连接数据库，与数据库进行数据通信；用户接口1003主要用于连接客户端（可以理解为用户端），与客户端进行数据通信，如通过窗口展示信息给客户端，或者接收客户端发送的操作信息；而处理器1001可以用于执行存储器1004中存储的座机未接来电的反馈程序，以实现上述座机未接来电的反馈方法各实施例的步骤。In the feedback device of the missed call of the landline shown in FIG. 6, the network interface 1002 is mainly used for connecting to the database and performing data communication with the database; the user interface 1003 is mainly used for connecting the client (which can be understood as the client), and the client. Performing data communication, such as displaying information to the client through a window, or receiving operation information sent by the client; and the processor 1001 may be configured to execute a feedback program of the missed call of the landline stored in the memory 1004 to implement the missed call of the landline. Feedback method The steps of the various embodiments.
本申请实施例还提供了一种计算机可读存储介质，所述计算机可读存储介质存储有一个或者多个程序，所述一个或者多个程序可被一个或者多个处理器执行，以实现上述座机未接来电的反馈方法各实施例的步骤。The embodiment of the present application further provides a computer readable storage medium storing one or more programs, the one or more programs being executable by one or more processors to implement the above The feedback method of the missed call of the landline is the steps of the embodiments.
还需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者装置不仅包括那些要素，而且还包括没有明确列出的其他要素，或者是还包括为这种过程、方法、物品或者装置所固有的要素。在没有更多限制的情况下，由语句“包括一个……”限定的要素，并不排除在包括该要素的过程、方法、物品或者装置中还存在另外的相同要素。It is also to be understood that the term "comprises", "comprising", or any other variants thereof is intended to encompass a non-exclusive inclusion, such that a process, method, article, or device that comprises a And includes other elements not explicitly listed, or elements that are inherent to such a process, method, article, or device. An element that is defined by the phrase "comprising a ..." does not exclude the presence of additional equivalent elements in the process, method, item, or device that comprises the element.
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在一个存储介质（如ROM/RAM、磁碟、光盘）中，包括若干指令用以使得一台终端设备（可以是手机，计算机，服务器，空调器，或者网络设备等）执行本申请各个实施例的方法。Through the description of the above embodiments, those skilled in the art can clearly understand that the foregoing embodiment method can be implemented by means of software plus a necessary general hardware platform, and of course, can also be through hardware, but in many cases, the former is better. Implementation. Based on such understanding, the technical solution of the present application, which is essential or contributes to the prior art, may be embodied in the form of a software product stored in a storage medium (such as ROM/RAM, disk, The optical disc includes a number of instructions for causing a terminal device (which may be a cell phone, a computer, a server, an air conditioner, or a network device, etc.) to perform the methods of various embodiments of the present application.
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。The above is only a preferred embodiment of the present application, and is not intended to limit the scope of the patent application, and the equivalent structure or equivalent process transformations made by the specification and the drawings of the present application, or directly or indirectly applied to other related technical fields. The same is included in the scope of patent protection of this application.

Claims (20)

  1. 一种座机未接来电的反馈方法，其特征在于，所述方法包括以下步骤： A feedback method for a missed call of a landline, characterized in that the method comprises the following steps:
    将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
    当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Obtaining detailed information of the missed call when the landline corresponding to the agent has a missed call;
    将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。 The detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  2. 如权利要求1所述的座机未接来电的反馈方法，其特征在于，所述获取未接来电的详细信息的步骤之后，还包括：The method for feeding back a missed call of a landline telephone according to claim 1, wherein the step of acquiring the detailed information of the missed call includes:
    判断所述未接来电的来电号码在客户信息保存***中是否存在；Determining whether the caller number of the missed call exists in the customer information preservation system;
    若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；If the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
    判断所述对应的客户是否存在对应绑定的坐席；Determining whether the corresponding client has a corresponding binding agent;
    若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，否则，执行所述将未所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application.
  3. 如权利要求1所述的座机未接来电的反馈方法，其特征在于，所述获取未接来电的详细信息的步骤之后，还包括：The method for feeding back a missed call of a landline telephone according to claim 1, wherein the step of acquiring the detailed information of the missed call includes:
    提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；Extracting a third-party number database and matching the number information with the number in the number database;
    当所述号码信息在号码数据库中没有匹配到一致的号码时，执行所述将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。When the number information does not match the consistent number in the number database, the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
  4. 如权利要求1所述的座机未接来电的反馈方法，其特征在于，所述获取未接来电的详细信息的步骤之后，还包括：The method for feeding back a missed call of a landline telephone according to claim 1, wherein the step of acquiring the detailed information of the missed call includes:
    判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；Determine whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
    若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
    将未接来电的来电号码对应与提取到的客户联系方式进行匹配；Match the caller number of the missed call to the contact information of the extracted customer;
    当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。When the matching customer phone number is matched, the details of the missed call are sent to the agent associated with the matched customer phone number.
  5. 如权利要求4所述的座机未接来电的反馈方法，其特征在于，所述将未接来电的来电号码对应与提取到的客户联系方式进行匹配的步骤之后，还包括：The method of claim 4, wherein the step of matching the incoming call number of the missed call with the extracted contact information of the customer includes:
    若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；If there is no matching customer phone number, compare the number of customers associated with each agent;
    将所述未接来电的详细信息发送至客户数量最少的坐席。Send the details of the missed call to the agent with the least number of customers.
  6. 如权利要求1所述的座机未接来电的反馈方法，其特征在于，所述当所述坐席对应的座机有未接来电时，获取未接来电的详细信息的步骤之后，还包括：The method for feeding back a missed call of a landline according to claim 1, wherein after the step of acquiring the detailed information of the missed call when the landline corresponding to the agent has a missed call, the method further includes:
    获取所述未接来电的来电号码，并将所述来电号码进行初始置换；Obtaining the caller number of the missed call, and performing initial replacement of the caller number;
    将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；The caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number;
    获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；Obtaining the virtual caller number, and transferring the mobile phone number associated with the agent by using the converted virtual caller number;
    通过转换的虚拟来电号码回拨未接来电的来电号码。Call back the caller number of the missed call by the converted virtual caller number.
  7. 如权利要求1所述的座机未接来电的反馈方法，其特征在于，所述未接来电的详细信息包括：未接来电的来电时间，来电号码，号码归属地，来电号码与座机的历史通话时间及次数。The method for feeding back a missed call of the landline telephone according to claim 1, wherein the detailed information of the missed call includes: an incoming call time of the missed call, a caller number, a number attribution, a call history and a history call of the landline. Time and number of times.
  8. 一种座机未接来电的反馈装置，其特征在于，所述装置包括：A feedback device for a missed call of a landline, characterized in that the device comprises:
    关联绑定模块，用于将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；The association binding module is configured to associate the phone number corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
    获取模块，用于当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；The obtaining module is configured to obtain detailed information of the missed call when the landed phone corresponding to the agent has a missed call;
    发送模块，用于将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The sending module is configured to send the detailed information of the missed call to an associated mobile phone number or other instant messaging application, and remind the agent to follow up the user.
  9. 一种座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈设备包括处理器、网络接口、用户接口及存储器，所述存储器中存储有座机未接来电的反馈程序；所述处理器用于执行所述座机未接来电的反馈程序，以实现以下步骤：A feedback device for a missed call of a landline, characterized in that the feedback device of the missed call of the base station comprises a processor, a network interface, a user interface and a memory, wherein the memory stores a feedback program for the missed call of the landline; The processor is configured to execute a feedback procedure of the missed call of the landline to implement the following steps:
    将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
    当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Obtaining detailed information of the missed call when the landline corresponding to the agent has a missed call;
    将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  10. 如权利要求9所述的座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈程序被所述处理器执行时，还实现如下步骤：A feedback device for a missed call of a base unit according to claim 9, wherein when the feedback program of the missed call of the base unit is executed by the processor, the following steps are further implemented:
    判断所述未接来电的来电号码在客户信息保存***中是否存在；Determining whether the caller number of the missed call exists in the customer information preservation system;
    若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；If the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
    判断所述对应的客户是否存在对应绑定的坐席；Determining whether the corresponding client has a corresponding binding agent;
    若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，否则，执行所述将未所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application.
  11. 如权利要求9所述的座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈程序被所述处理器执行时，还实现如下步骤：A feedback device for a missed call of a base unit according to claim 9, wherein when the feedback program of the missed call of the base unit is executed by the processor, the following steps are further implemented:
    提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；Extracting a third-party number database and matching the number information with the number in the number database;
    当所述号码信息在号码数据库中没有匹配到一致的号码时，执行所述将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。When the number information does not match the consistent number in the number database, the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
  12. 如权利要求9所述的座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈程序被所述处理器执行时，还实现如下步骤：A feedback device for a missed call of a base unit according to claim 9, wherein when the feedback program of the missed call of the base unit is executed by the processor, the following steps are further implemented:
    判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；Determine whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
    若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
    将未接来电的来电号码对应与提取到的客户联系方式进行匹配；Match the caller number of the missed call to the contact information of the extracted customer;
    当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。When the matching customer phone number is matched, the details of the missed call are sent to the agent associated with the matched customer phone number.
  13. 如权利要求9所述的座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈程序被所述处理器执行时，还实现如下步骤：A feedback device for a missed call of a base unit according to claim 9, wherein when the feedback program of the missed call of the base unit is executed by the processor, the following steps are further implemented:
    若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；If there is no matching customer phone number, compare the number of customers associated with each agent;
    将所述未接来电的详细信息发送至客户数量最少的坐席。Send the details of the missed call to the agent with the least number of customers.
  14. 如权利要求9所述的座机未接来电的反馈设备，其特征在于，所述座机未接来电的反馈程序被所述处理器执行时，还实现如下步骤：A feedback device for a missed call of a base unit according to claim 9, wherein when the feedback program of the missed call of the base unit is executed by the processor, the following steps are further implemented:
    获取所述未接来电的来电号码，并将所述来电号码进行初始置换；Obtaining the caller number of the missed call, and performing initial replacement of the caller number;
    将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；The caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number;
    获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；Obtaining the virtual caller number, and transferring the mobile phone number associated with the agent by using the converted virtual caller number;
    通过转换的虚拟来电号码回拨未接来电的来电号码。Call back the caller number of the missed call by the converted virtual caller number.
  15. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质上存储有座机未接来电的反馈程序，所述座机未接来电的反馈程序被处理器执行时，以实现如下步骤：A computer readable storage medium, wherein the computer readable storage medium stores a feedback program for a missed call of the base unit, and the feedback program of the missed call of the base unit is executed by the processor to implement the following steps:
    将坐席对应的座机电话号码与坐席的手机号码或其他即时通信应用进行关联绑定；Associate the phone number of the landline corresponding to the agent with the mobile phone number of the agent or other instant messaging application;
    当所述坐席对应的座机有未接来电时，获取未接来电的详细信息；Obtaining detailed information of the missed call when the landline corresponding to the agent has a missed call;
    将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中，提醒坐席进行用户跟进。The detailed information of the missed call is sent to the associated mobile phone number or other instant messaging application, and the agent is reminded to follow up the user.
  16. 如权利要求15所述的计算机可读存储介质，其特征在于，所述座机未接来电的反馈程序被处理器执行时，还实现以下步骤：The computer readable storage medium according to claim 15, wherein when the feedback program of the missed call of the landline is executed by the processor, the following steps are further implemented:
    判断所述未接来电的来电号码在客户信息保存***中是否存在；Determining whether the caller number of the missed call exists in the customer information preservation system;
    若所述未接来电的来电号码在用户信息保存***中存在，则查找所述未接来电的来电号码对应的客户；If the caller number of the missed call is present in the user information storage system, searching for a customer corresponding to the caller number of the missed call;
    判断所述对应的客户是否存在对应绑定的坐席；Determining whether the corresponding client has a corresponding binding agent;
    若所述对应的客户存在对应绑定的坐席，则提取所述对应绑定的坐席的通讯号码，并将所述未接来电的详细信息发送至对应绑定的坐席的通讯号码，否则，执行所述将未所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。If the corresponding client has a corresponding binding agent, extract the communication number of the corresponding bound agent, and send the detailed information of the missed call to the communication number of the corresponding bound agent, otherwise, execute The step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application.
  17. 如权利要求15所述的计算机可读存储介质，其特征在于，所述座机未接来电的反馈程序被处理器执行时，还实现以下步骤：The computer readable storage medium according to claim 15, wherein when the feedback program of the missed call of the landline is executed by the processor, the following steps are further implemented:
    提取第三方号码数据库，并将所述号码信息与号码数据库中的号码进行匹配；Extracting a third-party number database and matching the number information with the number in the number database;
    当所述号码信息在号码数据库中没有匹配到一致的号码时，执行所述将所述未接来电的详细信息发送至关联的手机号码或其他即时通信应用中的步骤。When the number information does not match the consistent number in the number database, the step of transmitting the detailed information of the missed call to the associated mobile phone number or other instant messaging application is performed.
  18. 如权利要求15所述的计算机可读存储介质，其特征在于，所述座机未接来电的反馈程序被处理器执行时，还实现以下步骤：The computer readable storage medium according to claim 15, wherein when the feedback program of the missed call of the landline is executed by the processor, the following steps are further implemented:
    判断当前座机关联绑定的坐席及对应的手机号码是否大于一个；Determine whether the agent associated with the current landline association and the corresponding mobile phone number are greater than one;
    若当前座机关联绑定的坐席及对应的手机号码大于一个，则提取各个坐席关联的客户及联系方式；If the agent associated with the current landline association and the corresponding mobile phone number are greater than one, the client and contact information associated with each agent are extracted;
    将未接来电的来电号码对应与提取到的客户联系方式进行匹配；Match the caller number of the missed call to the contact information of the extracted customer;
    当匹配到一致的客户电话号码时，将所述未接来电的详细信息发送至匹配到的客户电话号码关联的坐席。When the matching customer phone number is matched, the details of the missed call are sent to the agent associated with the matched customer phone number.
  19. 如权利要求15所述的计算机可读存储介质，其特征在于，所述座机未接来电的反馈程序被处理器执行时，还实现以下步骤：The computer readable storage medium according to claim 15, wherein when the feedback program of the missed call of the landline is executed by the processor, the following steps are further implemented:
    若没有匹配到一致的客户电话号码，则将各个坐席关联的客户数量进行对比；If there is no matching customer phone number, compare the number of customers associated with each agent;
    将所述未接来电的详细信息发送至客户数量最少的坐席。Send the details of the missed call to the agent with the least number of customers.
  20. 如权利要求15所述的计算机可读存储介质，其特征在于，所述座机未接来电的反馈程序被处理器执行时，还实现以下步骤：The computer readable storage medium according to claim 15, wherein when the feedback program of the missed call of the landline is executed by the processor, the following steps are further implemented:
    获取所述未接来电的来电号码，并将所述来电号码进行初始置换；Obtaining the caller number of the missed call, and performing initial replacement of the caller number;
    将进行行初始置换后的来电号码进行逆置换，即可将来电号码转换为虚拟电话号码；The caller number after the initial replacement is reverse-replaced, and the caller number can be converted into a virtual phone number;
    获取所述虚拟来电号码，并通过转换的虚拟来电号码转拨坐席关联的手机号码；Obtaining the virtual caller number, and transferring the mobile phone number associated with the agent by using the converted virtual caller number;
    通过转换的虚拟来电号码回拨未接来电的来电号码。 Call back the caller number of the missed call by the converted virtual caller number.
PCT/CN2018/074616 2017-10-31 2018-01-30 Missed call feedback method, apparatus and device for fixed phone, and readable storage medium WO2019085301A1 (en)

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