WO2020042472A1 - 查勘任务处理方法、装置、设备及计算机可读存储介质 - Google Patents

查勘任务处理方法、装置、设备及计算机可读存储介质 Download PDF

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Publication number
WO2020042472A1
WO2020042472A1 PCT/CN2018/122827 CN2018122827W WO2020042472A1 WO 2020042472 A1 WO2020042472 A1 WO 2020042472A1 CN 2018122827 W CN2018122827 W CN 2018122827W WO 2020042472 A1 WO2020042472 A1 WO 2020042472A1
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WIPO (PCT)
Prior art keywords
surveyor
virtual
telephone number
information
status information
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PCT/CN2018/122827
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English (en)
French (fr)
Inventor
姚顺
郭伟新
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平安科技（深圳）有限公司
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Publication of WO2020042472A1 publication Critical patent/WO2020042472A1/zh

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q40/00—Finance; Insurance; Tax strategies; Processing of corporate or income taxes
    • G06Q40/08—Insurance
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/42008—Systems for anonymous communication between parties, e.g. by use of disposal contact identifiers

Definitions

  • the present application relates to the field of information security, and in particular, to a method, an apparatus, a device, and a computer-readable storage medium for processing a survey task.
  • the process of property insurance investigation is that the customer calls the insurance company service hotline to report the case.
  • the agent of the insurance company accesses the customer's call for processing, the customer's call will be forwarded to the surveyor who handles the customer's business. , And send the contact information of the customer and the corresponding surveyor to the other party so that the surveyor and the customer can follow up.
  • this processing procedure involves the connection between the client, the agent and the surveyor, which is cumbersome, and the true phone number privacy of the client and the surveyor is not protected.
  • the main purpose of this application is to provide a survey task processing method, device, equipment and computer-readable storage medium, which aims to solve the cumbersome current property insurance survey process, and the technology of customers and surveyors whose real phone numbers are not protected by privacy problem.
  • the present application provides a method for processing a survey task.
  • the method for processing a survey task includes the following steps:
  • the present application further provides a survey task processing device, where the survey task processing device includes:
  • An extraction module configured to receive a report instruction triggered by a client based on a client, and extract information of a survey task and a location of danger from the report instruction;
  • a first determining module configured to determine current working status information of a surveyor within an area to which the location information of the danger belongs
  • a second determining module configured to determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • a matching module configured to match the corresponding second virtual telephone number for the customer
  • a sending module configured to send the first virtual phone number to the client, and send the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass through
  • the first virtual telephone number and the second virtual telephone number are contacted to process the to-be-surveyed task.
  • the present application further provides a survey task processing device, the survey task processing device including a memory, a processor, and computer-readable instructions stored on the memory and executable on the processor When the computer-readable instructions are executed by the processor, the steps of the survey task processing method described above are implemented.
  • the present application also provides a computer-readable storage medium, where the computer-readable instructions are stored, and when the computer-readable instructions are executed by a processor, the above-mentioned implementation is implemented. Steps of the survey task processing method.
  • This application provides a survey task processing method, which receives a client's report instruction triggered by a client based on the client, and extracts to-be-investigated survey tasks and risk location information from the report instruction; determines the current status of the surveyor within the area to which the risk location information belongs.
  • FIG. 1 is a schematic diagram of a hardware structure of a survey task processing device involved in a solution according to an embodiment of the present application
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for processing a survey task of this application
  • FIG. 3 is a schematic flowchart of a second embodiment of a method for processing a survey task of this application
  • FIG. 4 is a schematic diagram of functional modules of the first embodiment of the survey task processing device of the present application.
  • the survey task processing method is mainly applied to a survey task processing device.
  • the survey task processing device may be a personal computer. computer, PC), laptops, servers and other equipment with data processing functions.
  • FIG. 1 is a schematic diagram of a hardware structure of a survey task processing device involved in a solution according to an embodiment of the present application.
  • the survey task processing device may include a processor 1001 (for example, a central processor Central Processing Unit (CPU), communication bus 1002, user interface 1003, network interface 1004, and memory 1005.
  • the communication bus 1002 is used to implement connection and communication between these components.
  • the user interface 1003 may include a display and an input unit such as a keyboard.
  • the network interface 1004 may optionally include a standard wired interface and a wireless interface.
  • the memory 1005 may be a high-speed random access memory (random access memory (RAM), or non-volatile memory), such as a disk memory, the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • RAM random access memory
  • non-volatile memory such as a disk memory
  • the memory 1005 may optionally be a storage device independent of the foregoing processor 1001.
  • the memory 1005 as a computer-readable storage medium in FIG. 1 may include an operating system, a network communication module, and computer-readable instructions.
  • the network communication module may be used to connect to the phone platform and perform data communication with the phone platform; and the processor 1001 may call the computer-readable instructions stored in the memory 1005 and execute the survey task processing method provided by the embodiments of this application .
  • the embodiment of the present application provides a method for processing a survey task.
  • FIG. 2 is a schematic flowchart of a first embodiment of a method for processing a survey task of this application.
  • the survey task processing method is applied to a business system, the business system is docked with a telephone platform, and the business system and the telephone platform belong to a side-by-side relationship, wherein the trunk of the telephone platform is connected to an operator, so that The telephone platform contains several virtual telephone numbers.
  • the survey task processing method includes the following steps:
  • Step S10 Receive a report instruction triggered by the client based on the client, and extract information on the survey task and the location of the danger from the report instruction;
  • the traditional property insurance investigation and survey process is that the customer dials the insurance company service hotline to report the case.
  • an agent of the insurance company accesses the customer's call for processing, the customer's call will be forwarded to the surveyor who handles the customer's business.
  • this processing procedure involves the connection between the client, the agent and the surveyor, which is cumbersome, and the true phone number privacy of the client and the surveyor is not protected.
  • this embodiment proposes a survey task processing method.
  • the client and the surveyor can directly contact through the virtual phone number, which simplifies the property insurance survey process, thereby It can improve the processing efficiency of survey tasks and protect the real phone number privacy of customers and surveyors.
  • an association relationship between a surveyor and a virtual phone number is preset in the phone platform, that is, each surveyor is bound to a corresponding virtual phone number, and the association relationship can be flexibly set according to actual needs. For example, it may be stipulated that the relationship has been valid while the surveyor is in office, and the relationship is terminated after the surveyor leaves office.
  • the remaining set of virtual phone numbers in the phone platform is used to allocate to customers.
  • the virtual phone numbers used to allocate to customers are defined as virtual phone numbers to be selected.
  • the virtual phone numbers to be selected have corresponding Status identification, that is, occupied status and idle status.
  • the business system receives a report instruction triggered by the client based on the client, and extracts information about the survey task and the location of the danger from the report instruction.
  • a report instruction may be triggered on-site through an insurance service application installed on a client, where the client includes a mobile terminal device such as a smart phone or a tablet computer.
  • customers can open the insurance service application in their smartphones, and click the "Service", “Insurance Online”, and "Report Online” buttons in turn to report.
  • the program then generates a report instruction carrying the survey task to be investigated and the location of the danger.
  • the location of the danger can be latitude and longitude or address information.
  • the insurance service application then sends the report instructions to the business system.
  • the business system receives the report instruction triggered by the customer, and extracts the information of the survey task and the location of the danger from the report instruction.
  • Step S20 Determine current working status information of the surveyor within the area to which the location information of the danger belongs;
  • the principle of proximity is used when assigning survey tasks to surveyors, that is, surveyors within the area to which the outbreak location information belongs are treated as
  • the scope of the surveyor corresponding to the survey task can be flexibly set according to the actual situation, such as a 2 km radius, which is not limited here. Specifically, after the service system extracts the outbreak location information, it first determines an inspector within the area to which the outbreak location information belongs.
  • the surveyor carries a terminal (such as a mobile terminal device such as a smart phone or tablet computer) during the work process.
  • the positioning function of the surveyor's terminal remains on, and the business system maintains a communication connection with the surveyor's terminal.
  • the business system can obtain the surveyor's Real-time location information. After the business system extracts the location information of the outbreak, it obtains the real-time location information of each surveyor, and then compares the area range of the location information with the real-time location information of each surveyor to determine that the real-time location information belongs to the area of the location information
  • the surveyors within the area that is, the surveyors within the area to which the location information of the danger belongs. Then, determine the current working status information of the surveyor within the area to which the danger location information belongs.
  • step S20 may include:
  • current call status information current work status information of the surveyor within the area to which the accident location information belongs is determined.
  • the telephone platform includes a CDR (Call Detail Records (call detailed records) information
  • CDR information can describe the entire process of call continuity, that is, the CDR information of the telephone platform records the call status information of each surveyor using the associated virtual phone number to make a call.
  • the call status information of the surveyor can indicate the work status information of the surveyor.
  • the business system obtains the CDR information from the telephone platform, and then determines the current call status information of the surveyor within the area to which the outbreak location information in the CDR information belongs.
  • the corresponding work status information is determined to be busy, and for both the call start time and the call end time.
  • the surveyor who surveyed and surveyors who had neither a call start time nor a call end time determined their corresponding work status information as an idle state.
  • Step S30 Determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • the step of determining a target surveyor who processes the task to be surveyed according to the current working state information of the surveyor may include:
  • a corresponding target surveyor is matched for the survey task to be surveyed.
  • the corresponding surveyor (defined as the target surveyor) is matched for the survey task. ) Specifically, when the business system matches the corresponding target surveyor for the survey task to be surveyed, among the surveyors within the area to which the location information of the outbreak belongs, each surveyor whose work status information is idle is determined as the survey to be selected And then select any prospector from the prospective prospectors as the target prospector to handle the pending survey task.
  • the business system determines the virtual telephone number (defined as the first virtual telephone number) associated with the target surveyor.
  • Step S40 matching the corresponding second virtual telephone number for the customer
  • Step S40 may include:
  • a corresponding second virtual telephone number is matched for the customer from the virtual telephone numbers to be selected currently in the idle state.
  • the business system After the first virtual phone number associated with the target surveyor is determined, the business system matches the corresponding virtual phone number for the client who initiated the report instruction. The business system first obtains the current status information of the candidate virtual phone number allocated to the customer from the telephone platform, and then randomly selects a virtual phone number from the candidate virtual phone number in the idle state as a match with the customer who initiated the report instruction. Virtual phone number (defined as the second virtual phone number).
  • Step S50 Send the first virtual telephone number to the client, and send the second virtual telephone number to a terminal of the target surveyor for the target surveyor and the client to pass through the first A virtual telephone number is contacted with the second virtual telephone number, and the unexplored task is processed.
  • the business system sends the first virtual phone number corresponding to the target surveyor to the client of the client who initiated the report instruction, and sends the second virtual phone number corresponding to the client who initiated the report instruction to the terminal of the target surveyor, specifically
  • the business system can send the first virtual phone number corresponding to the target surveyor to the client of the client who initiated the report instruction, and the second virtual phone number corresponding to the client who initiated the report command to the target surveyor via SMS.
  • the text message sent to the customer who initiated the report report is: "Dear customer A, Hello, the surveyor who provided you with the survey service this time is xx, and the phone number is 075512345678.” "Hello, the customer of this XX survey task is Mr. A / Ms.
  • the telephone number is 075589563214, please contact us as soon as possible.” In this way, the target surveyor and the customer can contact through the corresponding virtual phone number, so that the target surveyor can handle the survey task to be investigated.
  • This embodiment provides a method for processing a survey task, which receives a report instruction triggered by a client based on a client, and extracts the survey task and the location information of the outbreak from the report instruction; and determines the surveyor's Current work status information; determining a target surveyor who processes the to-be-investigated task according to the current work status information of the surveyor, and determining a first virtual telephone number associated with the target surveyor; matching a corresponding one for the customer A second virtual phone number; sending the first virtual phone number to the client, and sending the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass Contacting the first virtual telephone number and the second virtual telephone number, and processing the to-be-investigated task.
  • the property insurance survey process does not need to involve agents, which not only simplifies the property insurance survey process, thereby improving the processing efficiency of survey tasks, but also protecting customers and surveys. Member's real phone number privacy.
  • the second embodiment of the surveying task processing method differs from the first embodiment of the surveying task processing method in that FIG. 3 is a schematic flowchart of a second embodiment of the surveying task processing method of the present application.
  • the surveying task processing method It can also include:
  • Step S60 change the state information of the second virtual phone number to an occupied state
  • the matched virtual phone number is matched again.
  • the business system also needs to change its corresponding status information from the idle state. Change to occupied status. Therefore, in this method, the service system also changes the state information of the second virtual telephone number to the occupied state.
  • Step S70 set a use validity period for the second virtual telephone number
  • the business system can also set the use validity period for the second virtual phone number after matching the second virtual phone number to the customer.
  • the reason is that the matching relationship between the customer and the second virtual phone number can be maintained during the validity period.
  • the usage limit period is exceeded, the matching relationship between the customer and the second virtual phone number will be automatically cancelled.
  • the specific duration of the validity period can be based on actual conditions.
  • the average duration of processing survey tasks can be set flexibly, and is not limited here.
  • Step S80 When the time when the customer matches the second virtual phone number reaches the use validity period, the matching relationship between the customer and the second virtual phone number is released, and the status information of the second virtual phone number is changed Is idle.
  • the business system When the time when the second virtual phone number matches the customer reaches the validity period, the business system will automatically release the matching relationship between the customer and the second virtual phone number, and automatically change the state information of the second virtual phone number to an idle state. In this way, the second virtual phone number that has been unmatched with the customer can be rematched.
  • the method may further include:
  • Step S90 During the use period of validity, upon receiving an instruction to complete the survey task processing, the matching relationship between the customer and the second virtual telephone number is released, and the state information of the second virtual telephone number is changed to an idle state ;
  • the matching relationship between the client and the second virtual phone number can be released and the second virtual phone number can be released.
  • the state information of the phone number is changed from the busy state to the idle state, so that the second virtual phone number released from the matching relationship with the customer can be rematched.
  • the method further includes:
  • step S100 upon receiving an instruction to complete the survey task processing, a call recording generated by the telephone platform based on the target surveyor and the customer contacting through the first virtual telephone number and the second virtual telephone number is obtained. Call history report and store it.
  • the phone platform also records and saves the call when the target surveyor contacts the customer through the first virtual phone number and the second virtual phone number, and then the phone platform generates a call log report based on the saved call recording.
  • the business system receives the instruction that the client and the surveyor have confirmed that the pending survey task has been processed, the business system can also obtain a call log report from the phone platform for storage and subsequent inquiry.
  • the status information of the virtual phone number matched with the customer is changed to the occupied state, which can avoid the repeated allocation of the virtual phone number matched with the customer, and Setting the validity period of the virtual phone number matched by the customer can maintain the matching relationship between the customer and its matched virtual phone number during the validity period.
  • the relationship between the customer and the virtual phone number matched by the customer is automatically released. Matching relationship so that the virtual phone number that is unmatched with the customer is rematched.
  • the use validity period By setting the use validity period, it provides a simple and effective mechanism for matching and releasing virtual phone numbers; of course, during the validity period, if the survey task is processed When done, the matching relationship between the customer and the virtual phone number that it matches is released. In addition, when the survey task is processed, the recording of the call when the surveyor and the customer contact through a virtual phone number is stored for querying when reviewing the survey task.
  • an embodiment of the present application further provides a survey task processing device.
  • FIG. 4 is a schematic diagram of functional modules of a first embodiment of a survey task processing device of the present application.
  • the survey task processing device includes:
  • An extraction module 10 configured to receive a report instruction triggered by a client based on a client, and extract information on a survey task and location of danger from the report instruction;
  • a first determining module 20 configured to determine current working status information of a surveyor within an area to which the location information of the danger belongs;
  • a second determining module 30 configured to determine, according to the current working state information of the surveyor, a target surveyor who processes the task to be surveyed, and determine a first virtual telephone number associated with the target surveyor;
  • a matching module 40 configured to match a corresponding second virtual telephone number for the customer
  • the sending module 50 is configured to send the first virtual phone number to the client, and send the second virtual phone number to a terminal of the target surveyor for the target surveyor and the client to pass through. Contacting the first virtual telephone number and the second virtual telephone number, and processing the to-be-investigated task.
  • each virtual function module of the above-mentioned survey task processing device is stored in the memory 1005 of the survey task processing device shown in FIG. 1 and is used to implement all functions of the computer-readable instructions; when each module is executed by the processor 1001, it can realize the client Contact the surveyor directly through the virtual phone number, the property insurance survey process does not need to involve agents, which not only simplifies the property insurance survey process, which can improve the processing efficiency of the survey task, but also protect the real phone number privacy of customers and surveyors.
  • the first determining module 20 includes:
  • a first obtaining unit configured to obtain call detailed record CDR information of a telephone platform
  • a first determining unit configured to determine, in the CDR information, current call status information of a surveyor within an area to which the accident location information belongs;
  • a second determining unit is configured to determine, according to the current call status information, current work status information of a surveyor within an area to which the accident location information belongs.
  • the second determining module 30 includes:
  • the first matching unit is configured to match a corresponding target surveyor for the to-be-searched survey task from surveyors currently in an idle state.
  • the matching module 40 includes:
  • a second acquiring unit configured to acquire current status information of a virtual telephone number to be selected on the telephone platform
  • a second matching unit is configured to match the corresponding second virtual telephone number for the customer from the candidate virtual telephone numbers currently in an idle state based on the current status information of the candidate virtual telephone numbers.
  • the survey task processing device further includes:
  • a changing module configured to change state information of the second virtual telephone number to an occupied state
  • a setting module configured to set a use validity period for the second virtual telephone number
  • a first cancellation module configured to release the matching relationship between the customer and the second virtual telephone number when the time when the customer matches the second virtual telephone number reaches the use validity period, and delete the second virtual telephone number Change the status information to idle.
  • the survey task processing device further includes:
  • a second release module configured to release the matching relationship between the customer and the second virtual phone number when receiving an instruction to complete the processing of the survey task within the valid period of use, and Status information changed to idle.
  • the survey task processing device further includes:
  • the storage module is configured to obtain a call recording based on the target virtual surveyor and the customer contacting through the first virtual telephone number and the second virtual telephone number when the telephone platform receives the instruction that the processing of the survey task is completed. Generated call log reports and store them.
  • each module in the above-mentioned survey task processing device corresponds to each step in the above-mentioned survey task processing method embodiment, and the functions and implementation processes thereof will not be described in detail here.
  • an embodiment of the present application further provides a computer-readable storage medium, and the computer-readable storage medium may be a non-volatile readable storage medium.
  • Computer-readable instructions are stored on the computer-readable storage medium of the present application, and when the computer-readable instructions are executed by a processor, the steps of the survey task processing method described above are implemented.
  • the methods in the above embodiments can be implemented by means of software plus a necessary universal hardware platform, and of course, also by hardware, but in many cases the former is better.
  • Implementation Based on such an understanding, the technical solution of this application that is essentially or contributes to the existing technology can be embodied in the form of a software product.
  • the computer software product is stored in a storage medium (such as ROM / RAM) as described above. , Magnetic disk, optical disc), including a number of instructions for causing a terminal device (which may be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in the embodiments of the present application.

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Abstract

一种查勘任务处理方法、装置、设备及计算机可读存储介质，该方法包括：接收客户基于客户端触发的报案指令，并从报案指令中提取待查勘任务和出险位置信息（S10）；确定出险位置信息所属区域范围内查勘员的当前工作状态信息（S20）；对外呼任务进行自动呼叫处理，得到外呼结果（S30）；为客户匹配对应的第二虚拟电话号码（S40）；将第一虚拟电话号码发送至客户端，并将第二虚拟电话号码发送至目标查勘员的终端，以供目标查勘员与客户通过第一虚拟电话号码和第二虚拟电话号码进行联系，处理待查勘任务（S50）。能够简化产险查勘流程，保护客户和查勘员的真实电话号码隐私。

Description

查勘任务处理方法、装置、设备及计算机可读存储介质
本申请要求于2018年8月27日提交中国专利局、申请号为201810979912.6、发明名称为“***开具方法、装置、设备及计算机可读存储介质”的中国专利申请的优先权，其全部内容通过引用结合在申请中。
技术领域
本申请涉及信息安全领域，尤其涉及一种查勘任务处理方法、装置、设备及计算机可读存储介质。
背景技术
目前，产险查勘的流程是，客户拨打保险公司服务热线报案，保险公司坐席人员接入客户来电进行处理时，会将客户来电转接至处理该客户业务的查勘员，同时会通过短信的方式，分别将客户和对应查勘员的联系方式发送给对方，以便查勘员与客户进行后续联系。然而，这种处理流程，涉及客户、坐席人员和查勘员三方之间的对接，较为繁琐，客户和查勘员的真实电话号码隐私也得不到保护。
发明内容
本申请的主要目的在于提供一种查勘任务处理方法、装置、设备及计算机可读存储介质，旨在解决现有产险查勘流程繁琐，客户和查勘员的真实电话号码隐私得不到保护的技术问题。
为实现上述目的，本申请提供一种查勘任务处理方法，所述查勘任务处理方法包括以下步骤：
接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
为所述客户匹配对应的第二虚拟电话号码；
将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
此外，为实现上述目的，本申请还提供一种查勘任务处理装置，所述查勘任务处理装置包括：
提取模块，用于接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
第一确定模块，用于确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
第二确定模块，用于根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
匹配模块，用于为所述客户匹配对应的第二虚拟电话号码；
发送模块，用于将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
此外，为实现上述目的，本申请还提供一种查勘任务处理设备，所述查勘任务处理设备包括存储器、处理器及存储在所述存储器上并可在所述处理器上运行的计算机可读指令，所述计算机可读指令被所述处理器执行时实现如上所述的查勘任务处理方法的步骤。
此外，为实现上述目的，本申请还提供一种计算机可读存储介质，所述计算机可读存储介质上存储有计算机可读指令，所述计算机可读指令被处理器执行时实现如上所述的查勘任务处理方法的步骤。
本申请提供一种查勘任务处理方法，接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；为所述客户匹配对应的第二虚拟电话号码；将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。通过上述方式，本申请能够实现客户和查勘员直接通过虚拟电话号码进行联系，产险查勘流程不必再涉及坐席，不仅简化了产险查勘流程，从而可以提高查勘任务的处理效率，且保护了客户和查勘员的真实电话号码隐私。
附图说明
图1为本申请实施例方案中涉及的查勘任务处理设备的硬件结构示意图；
图2为本申请查勘任务处理方法第一实施例的流程示意图；
图3为本申请查勘任务处理方法第二实施例的流程示意图；
图4为本申请查勘任务处理装置第一实施例的功能模块示意图。
本申请目的的实现、功能特点及优点将结合实施例，参照附图做进一步说明。
具体实施方式
应当理解，此处所描述的具体实施例仅仅用以解释本申请，并不用于限定本申请。
本申请实施例涉及的查勘任务处理方法主要应用于查勘任务处理设备，该查勘任务处理设备可以是个人计算机（personal computer，PC）、笔记本电脑、服务器等具有数据处理功能的设备。
参照图1，图1为本申请实施例方案中涉及的查勘任务处理设备的硬件结构示意图。本申请实施例中，查勘任务处理设备可以包括处理器1001（例如中央处理器Central Processing Unit，CPU），通信总线1002，用户接口1003，网络接口1004，存储器1005。其中，通信总线1002用于实现这些组件之间的连接通信；用户接口1003可以包括显示屏（Display）、输入单元比如键盘（Keyboard）；网络接口1004可选的可以包括标准的有线接口、无线接口（如无线保真WIreless-FIdelity，WI-FI接口）；存储器1005可以是高速随机存取存储器（random access memory，RAM），也可以是稳定的存储器（non-volatile memory），例如磁盘存储器，存储器1005可选的还可以是独立于前述处理器1001的存储装置。本领域技术人员可以理解，图1中示出的硬件结构并不构成对本申请的限定，可以包括比图示更多或更少的部件，或者组合某些部件，或者不同的部件布置。
继续参照图1，图1中作为一种计算机可读存储介质的存储器1005可以包括操作***、网络通信模块以及计算机可读指令。在图1中，网络通信模块可用于连接电话平台，与电话平台进行数据通信；而处理器1001可以调用存储器1005中存储的计算机可读指令，并执行本申请各实施例提供的查勘任务处理方法。
本申请实施例提供了一种查勘任务处理方法。
参照图2，图2为本申请查勘任务处理方法第一实施例的流程示意图。
在本实施例中，所述查勘任务处理方法应用于业务***，所述业务***对接电话平台，所述业务***和电话平台属于并列关系，其中，所述电话平台的中继线与运营商连接，使得电话平台包含有若干个虚拟电话号码。
所述查勘任务处理方法包括以下步骤：
步骤S10，接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
传统的产险查勘流程为，客户拨打保险公司服务热线报案，保险公司坐席人员接入客户来电进行处理时，会将客户来电转接至处理该客户业务的查勘员，同时会通过短信的方式，分别将客户和对应查勘员的联系方式发送给对方，以便查勘员与客户进行后续联系。然而，这种处理流程，涉及客户、坐席人员和查勘员三方之间的对接，较为繁琐，客户和查勘员的真实电话号码隐私也得不到保护。对此，本实施例提出了一种查勘任务处理方法，通过分别为客户和查勘员匹配相应的虚拟电话号码，使得客户和查勘员直接通过虚拟电话号码进行联系，简化了产险查勘流程，从而可以提高查勘任务的处理效率，且保护了客户和查勘员的真实电话号码隐私。
在本实施例中，电话平台中预先设置有查勘员与虚拟电话号码之间的关联关系，即，每一个查勘员绑定一个对应的虚拟电话号码，该关联关系可以根据实际需要灵活设置有效期限，比如，可以规定查勘员在职期间该关联关系一直有效，而查勘员离职后则解除该关联关系。除了与查勘员关联的虚拟电话号码，电话平台中剩余的虚拟电话号码集合用于分配给客户，用于分配给客户的虚拟电话号码定义为待选虚拟电话号码，待选虚拟电话号码具有相应的状态标识，即占用状态和空闲状态。
首先，业务***接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息。具体地，当参保客户遭遇事故时，可以现场通过客户端安装的保险服务应用程序触发报案指令，所述客户端包括智能手机、平板电脑等移动式终端设备。比如，客户可以在智能手机中打开保险服务应用程序，依次点击“服务”、“保险在线”、“在线报案”按钮进行报案，保险服务应用程序具有定位功能，客户触发报案操作后，保险服务应用程序即生成携带有待查勘任务和出险位置信息的报案指令，其中，所述出险位置信息可以是经纬度，也可以是地址信息。之后，保险服务应用程序将报案指令发送至业务***。业务***接收客户触发的报案指令，并从该报案指令中提取待查勘任务和出险位置信息。
步骤S20，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
传统的查勘任务分配时，通常是将查勘任务分配至待处理任务量最少的查勘员，然而在实际中，查勘员的处理速度并不能保证，客户等待时间可能会很长，客户体验不佳。对此，在本实施例中，为提升客户体验，确保查勘任务的快速响应，为查勘员分配查勘任务时采用就近原则，也就是说，会将出险位置信息所属区域范围内的查勘员作为处理对应查勘任务的查勘员，该所属区域范围可根据实际灵活进行设置，比如方圆2公里，此处不作限定。具体地，业务***提取出出险位置信息后，首先确定出险位置信息所属区域范围内的查勘员。查勘员在工作过程中携带有终端（比如智能手机或平板电脑等移动终端设备），查勘员终端的定位功能保持开启，业务***与查勘员的终端保持有通信连接，业务***可以获取查勘员的实时位置信息。业务***提取出出险位置信息后，获取各个查勘员的实时位置信息，然后将出险位置信息所属区域范围与各个查勘员的实时位置信息进行比对，以确定实时位置信息属于出险位置信息所属区域范围内的查勘员，即确定了出险位置信息所属区域范围内的查勘员。然后，确定出险位置信息所属区域范围内查勘员的当前工作状态信息。具体地，步骤S20，可以包括：
获取电话平台的呼叫详细记录CDR信息；
确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
在本实施例中，电话平台包括CDR(Call Detail Records，呼叫详细记录）信息，CDR信息可以描述呼叫接续的全过程，也就是说，电话平台的CDR信息中记录有每个查勘员使用关联虚拟电话号码进行通话的通话状态信息。而查勘员的通话状态信息则可以表示查勘员的工作状态信息，具体地，业务***从电话平台获取CDR信息，然后确定CDR信息中出险位置信息所属区域范围内查勘员的当前通话状态信息，即，在出险位置信息所属区域范围内的查勘员中，对于有通话开始时间却没有通话结束时间的查勘员，将其对应的工作状态信息确定为忙碌状态，对于既有通话开始时间也有通话结束时间的查勘员、以及既没有通话开始时间也没有通话结束时间的查勘员，将其对应的工作状态信息确定为空闲状态。
步骤S30，根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
其中，所述根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员的步骤，可以包括：
从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
业务***确定出险位置信息所属区域范围内查勘员的当前工作状态信息之后，根据出险位置信息所属区域范围内查勘员的当前工作状态信息，为待查勘任务匹配对应的查勘员（定义为目标查勘员），具体地，业务***在为待查勘任务匹配对应的目标查勘员时，可以在出险位置信息所属区域范围内的查勘员中，将工作状态信息为空闲状态的各个查勘员确定为待选查勘员，然后从待选查勘员中任意选取一位查勘员作为处理该待查勘任务的目标查勘员。此外，如果出险位置信息所属区域范围内查勘员都为忙碌状态，则将其中待处理任务量最少的查勘员确定为待选查勘员。之后，业务***确定与目标查勘员关联的虚拟电话号码（定义为第一虚拟电话号码）。
步骤S40，为所述客户匹配对应的第二虚拟电话号码；
其中，步骤S40，可以包括：
获取电话平台的待选虚拟电话号码的当前状态信息；
基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
在确定与目标查勘员关联的第一虚拟电话号码之后，业务***为发起报案指令的客户匹配相应的虚拟电话号码。业务***首先从电话平台获取用于分配给客户的待选虚拟电话号码的当前状态信息，然后从空闲状态的待选虚拟电话号码中任意选取一个虚拟电话号码作为与发起报案指令的客户相匹配的虚拟电话号码（定义为第二虚拟电话号码）。
步骤S50，将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
之后，业务***将目标查勘员对应的第一虚拟电话号码发送至发起报案指令的客户的客户端，并将发起报案指令的客户对应的第二虚拟电话号码发送至目标查勘员的终端，具体地，业务***可以通过短信的方式分别将目标查勘员对应的第一虚拟电话号码发送至发起报案指令的客户的客户端、将发起报案指令的客户对应的第二虚拟电话号码发送至目标查勘员的终端，比如发送给发起报案指令的客户的短信为：“尊敬的A客户，您好，此次为您提供查勘服务的查勘员为xx，电话为075512345678”，发送给目标查勘员的短信为：“您好，此次XX查勘任务的客户为A先生/女士，电话为075589563214，请尽快联系处理”。如此，目标查勘员和客户便可以通过相应的虚拟电话号码进行联系，以便目标查勘员处理待查勘任务。
本实施例提供一种查勘任务处理方法，接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；为所述客户匹配对应的第二虚拟电话号码；将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。通过上述方式，能够实现客户和查勘员直接通过虚拟电话号码进行联系，产险查勘流程不必再涉及坐席，不仅简化了产险查勘流程，从而可以提高查勘任务的处理效率，且保护了客户和查勘员的真实电话号码隐私。
进一步地，基于第一实施例提出本申请查勘任务处理方法的第二实施例。
查勘任务处理方法的第二实施例与查勘任务处理方法的第一实施例的区别在于，参照图3，图3为本申请查勘任务处理方法第二实施例的流程示意图，所述查勘任务处理方法还可以包括：
步骤S60，将所述第二虚拟电话号码的状态信息更改为占用状态；
在本实施例中，为避免给客户匹配虚拟电话号码时出现将已匹配的虚拟电话号码再次进行匹配，对于已经匹配给客户的虚拟电话号码，业务***还需要将其对应的状态信息由空闲状态更改为占用状态。因此，该方法中，业务***还将第二虚拟电话号码的状态信息更改为占用状态。
步骤S70，为所述第二虚拟电话号码设置使用有效期；
为避免给客户匹配虚拟电话号码时出现将已匹配的虚拟电话号码再次进行匹配，业务***为客户匹配第二虚拟电话号码之后，还可以为第二虚拟电话号码设置使用有效期，设置使用有效期的作用在于，在使用有效期内可以保持客户与第二虚拟电话号码的匹配关系，那么当然，超过使用有限期时，客户与第二虚拟电话号码的匹配关系将自动解除，使用有效期的具体时长可根据实际中处理查勘任务的平均时长来灵活设置，此处不作限定。
步骤S80，当所述客户与第二虚拟电话号码匹配的时间达到所述使用有效期时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
当第二虚拟电话号码与客户匹配的时间达到使用有效期时，业务***会自动解除客户与第二虚拟电话号码的匹配关系，并自动将述第二虚拟电话号码的状态信息更改为空闲状态。如此，与客户解除匹配关系的第二虚拟电话号码便可以被重新匹配。
作为一种实施方式，步骤S70之后，还可以包括：
步骤S90 ，在所述使用有效期内，在接收到待查勘任务处理完成的指令时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态；
当然，若业务***在使用有效期内，接收到由客户与查勘员双方均已确认的待查勘任务处理完成的指令，则可以将客户与第二虚拟电话号码的匹配关系解除，并将第二虚拟电话号码的状态信息由忙碌状态更改为空闲状态，如此，与客户解除匹配关系的第二虚拟电话号码便可以被重新匹配。
此外，所述方法还包括：
步骤S100，在接收到待查勘任务处理完成的指令时，获取由电话平台基于所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系时的通话录音而生成的通话记录报表，并进行存储。
在本实施例中，电话平台还会对目标查勘员与客户通过第一虚拟电话号码和第二虚拟电话号码进行联系时的通话进行录音并保存，然后电话平台根据保存的通话录音生成通话记录报表。业务***在接收到由客户与查勘员双方均已确认的待查勘任务处理完成的指令时，还可以从电话平台获取通话记录报表进行存储，以供后续查询。
在本实施例中，在为客户匹配对应的虚拟电话号码之后，将与客户匹配的虚拟电话号码的状态信息更改为占用状态，可避免将与客户匹配的虚拟电话号码进行重复分配，而为与客户匹配的虚拟电话号码设置使用有效期，则可以在使用有效期内保持客户与其匹配的虚拟电话号码之间的匹配关系，而在超过使用有限期时，自动解除客户与其匹配的虚拟电话号码之间的匹配关系，以便与客户解除匹配关系的虚拟电话号码被重新匹配，通过设置使用有效期，提供一种简单有效的对虚拟电话号码进行匹配和释放的机制；当然，在使用有效期内，若查勘任务处理完成，则解除客户与其匹配的虚拟电话号码之间的匹配关系。此外，在查勘任务处理完成时还将查勘员与客户通过虚拟电话号码进行联系时的通话录音进行存储，供复核查勘任务时查询使用。
此外，本申请实施例还提供一种查勘任务处理装置。
参照图4，图4为本申请查勘任务处理装置第一实施例的功能模块示意图。
本实施例中，所述查勘任务处理装置包括：
提取模块10，用于接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
第一确定模块20，用于确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
第二确定模块30，用于根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
匹配模块40，用于为所述客户匹配对应的第二虚拟电话号码；
发送模块50，用于将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
其中，上述查勘任务处理装置的各虚拟功能模块存储于图1所示查勘任务处理设备的存储器1005中，用于实现计算机可读指令的所有功能；各模块被处理器1001执行时，能够实现客户和查勘员直接通过虚拟电话号码进行联系，产险查勘流程不必再涉及坐席，不仅简化了产险查勘流程，从而可以提高查勘任务的处理效率，且保护了客户和查勘员的真实电话号码隐私。
进一步的，所述第一确定模块20包括：
第一获取单元，用于获取电话平台的呼叫详细记录CDR信息；
第一确定单元，用于确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
第二确定单元，用于根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
进一步的，所述第二确定模块30包括：
第一匹配单元，用于从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
进一步的，所述匹配模块40包括：
第二获取单元，用于获取电话平台的待选虚拟电话号码的当前状态信息；
第二匹配单元，用于基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
进一步的，所述查勘任务处理装置还包括：
更改模块，用于将所述第二虚拟电话号码的状态信息更改为占用状态；
设置模块，用于为所述第二虚拟电话号码设置使用有效期；
第一解除模块，用于当所述客户与第二虚拟电话号码匹配的时间达到所述使用有效期时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
进一步的，所述查勘任务处理装置还包括：
第二解除模块，用于在所述使用有效期内，在接收到待查勘任务处理完成的指令时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
进一步的，所述查勘任务处理装置还包括：
存储模块，用于在接收到待查勘任务处理完成的指令时，获取由电话平台基于所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系时的通话录音而生成的通话记录报表，并进行存储。
其中，上述查勘任务处理装置中各个模块的功能实现与上述查勘任务处理方法实施例中各步骤相对应，其功能和实现过程在此处不再一一赘述。
此外，本申请实施例还提出一种计算机可读存储介质，所述计算机可读存储介质可以为非易失性可读存储介质。
本申请所计算机可读存储介质上存储有计算机可读指令，所述计算机可读指令被处理器执行时实现上所述的查勘任务处理方法的步骤。
其中，本申请计算机可读存储介质的具体实施例与上述查勘任务处理方法各实施例基本相同，在此不作赘述。
需要说明的是，在本文中，术语“包括”、“包含”或者其任何其他变体意在涵盖非排他性的包含，从而使得包括一系列要素的过程、方法、物品或者***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***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***中还存在另外的相同要素。
上述本申请实施例序号仅仅为了描述，不代表实施例的优劣。
通过以上的实施方式的描述，本领域的技术人员可以清楚地了解到上述实施例方法可借助软件加必需的通用硬件平台的方式来实现，当然也可以通过硬件，但很多情况下前者是更佳的实施方式。基于这样的理解，本申请的技术方案本质上或者说对现有技术做出贡献的部分可以以软件产品的形式体现出来，该计算机软件产品存储在如上所述的一个存储介质(如ROM/RAM、磁碟、光盘)中，包括若干指令用以使得一台终端设备(可以是手机，计算机，服务器，空调器，或者网络设备等)执行本申请各个实施例所述的方法。
以上仅为本申请的优选实施例，并非因此限制本申请的专利范围，凡是利用本申请说明书及附图内容所作的等效结构或等效流程变换，或直接或间接运用在其他相关的技术领域，均同理包括在本申请的专利保护范围内。

Claims (20)

  1. 一种查勘任务处理方法，其特征在于，所述查勘任务处理方法包括以下步骤：
    接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
    确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
    根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
    为所述客户匹配对应的第二虚拟电话号码；
    将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
  2. 如权利要求1所述的查勘任务处理方法，其特征在于，所述确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息的步骤包括：
    获取电话平台的呼叫详细记录CDR信息；
    确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
    根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
  3. 如权利要求2所述的查勘任务处理方法，其特征在于，所述根据所述查勘员的当前工作状态信息，确定处理所述待查勘任务的目标查勘员的步骤包括：
    从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
  4. 如权利要求1所述的查勘任务处理方法，其特征在于，所述为所述客户匹配对应的第二虚拟电话号码的步骤包括：
    获取电话平台的待选虚拟电话号码的当前状态信息；
    基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
  5. 如权利要求4所述的查勘任务处理方法，其特征在于，所述方法还包括：
    将所述第二虚拟电话号码的状态信息更改为占用状态；
    为所述第二虚拟电话号码设置使用有效期；
    当所述客户与第二虚拟电话号码匹配的时间达到所述使用有效期时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
  6. 如权利要求5所述的查勘任务处理方法，其特征在于，所述为所述第二虚拟电话号码设置使用有效期的步骤之后，还包括：
    在所述使用有效期内，在接收到待查勘任务处理完成的指令时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
  7. 如权利要求1所述的查勘任务处理方法，其特征在于，所述方法还包括：
    在接收到待查勘任务处理完成的指令时，获取由电话平台基于所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系时的通话录音而生成的通话记录报表，并进行存储。
  8. 一种查勘任务处理装置，其特征在于，所述查勘任务处理装置包括：
    提取模块，用于接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
    第一确定模块，用于确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
    第二确定模块，用于根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
    匹配模块，用于为所述客户匹配对应的第二虚拟电话号码；
    发送模块，用于将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
  9. 如权利要求8所述的查勘任务处理装置，其特征在于，所述第一确定模块包括：
    第一获取单元，用于获取电话平台的呼叫详细记录CDR信息；
    第一确定单元，用于确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
    第二确定单元，用于根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
  10. 如权利要求9所述的查勘任务处理装置，其特征在于，所述第二确定模块包括：
    第一匹配单元，用于从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
  11. 如权利要求9所述的查勘任务处理装置，其特征在于，所述匹配模块包括：
    第二获取单元，用于获取电话平台的待选虚拟电话号码的当前状态信息；
    第二匹配单元，用于基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
  12. 如权利要求11所述的查勘任务处理装置，其特征在于，所述查勘任务处理装置，还包括：
    更改模块，用于将所述第二虚拟电话号码的状态信息更改为占用状态；
    设置模块，用于为所述第二虚拟电话号码设置使用有效期；
    第一解除模块，用于当所述客户与第二虚拟电话号码匹配的时间达到所述使用有效期时，解除所述客户与第二虚拟电话号码的匹配关系，并将所述第二虚拟电话号码的状态信息更改为空闲状态。
  13. 一种查勘任务处理设备，其特征在于，所述查勘任务处理设备包括处理器、存储器、以及存储在所述存储器上并可被所述处理器执行的计算机可读指令，其中所述计算机可读指令被所述处理器执行时，实现如下步骤：
    接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
    确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
    根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
    为所述客户匹配对应的第二虚拟电话号码；
    将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
  14. 如权利要求13所述的查勘任务处理设备，其特征在于，所述确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息的步骤包括：
    获取电话平台的呼叫详细记录CDR信息；
    确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
    根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
  15. 如权利要求14所述的查勘任务处理设备，其特征在于，所述根据所述查勘员的当前工作状态信息，确定处理所述待查勘任务的目标查勘员的步骤包括：
    从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
  16. 如权利要求13所述的查勘任务处理设备，其特征在于，所述为所述客户匹配对应的第二虚拟电话号码的步骤包括：
    获取电话平台的待选虚拟电话号码的当前状态信息；
    基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
  17. 一种计算机可读存储介质，其特征在于，所述计算机可读存储介质上存储有计算机可读指令，其中所述计算机可读指令被处理器执行时，实现如下步骤：
    接收客户基于客户端触发的报案指令，并从所述报案指令中提取待查勘任务和出险位置信息；
    确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息；
    根据所述查勘员的当前工作状态信息确定处理所述待查勘任务的目标查勘员，并确定与所述目标查勘员关联的第一虚拟电话号码；
    为所述客户匹配对应的第二虚拟电话号码；
    将所述第一虚拟电话号码发送至所述客户端，并将所述第二虚拟电话号码发送至所述目标查勘员的终端，以供所述目标查勘员与客户通过所述第一虚拟电话号码和第二虚拟电话号码进行联系，处理所述待查勘任务。
  18. 如权利要求17所述的计算机可读存储介质，其特征在于，所述确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息的步骤包括：
    获取电话平台的呼叫详细记录CDR信息；
    确定所述CDR信息中，所述出险位置信息所属区域范围内查勘员的当前通话状态信息；
    根据所述当前通话状态信息，确定所述出险位置信息所属区域范围内查勘员的当前工作状态信息。
  19. 如权利要求18所述的计算机可读存储介质，其特征在于，所述根据所述查勘员的当前工作状态信息，确定处理所述待查勘任务的目标查勘员的步骤包括：
    从当前处于空闲状态的查勘员中，为所述待查勘任务匹配对应的目标查勘员。
  20. 如权利要求17所述的计算机可读存储介质，其特征在于，所述为所述客户匹配对应的第二虚拟电话号码的步骤包括：
    获取电话平台的待选虚拟电话号码的当前状态信息；
    基于待选虚拟电话号码的当前状态信息，从当前处于空闲状态的待选虚拟电话号码中为所述客户匹配对应的第二虚拟电话号码。
PCT/CN2018/122827 2018-08-27 2018-12-21 查勘任务处理方法、装置、设备及计算机可读存储介质 WO2020042472A1 (zh)

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