CN107483756B - Voice call processing method and system - Google Patents

Abstract

In the voice call processing method and system provided by the embodiments of the present invention, the voice call processing system in the method determines the first group that can process the voice call request by receiving the voice call request sent by the user, and according to the voice call request, and then According to the attribute information of the first group, the first agent associated with the first group is obtained, so as to realize the consistency between the state of the group and the agent state, and then send a preemption command to the first agent to make the first agent Communicate with the user and the members of the first group according to the preemption instruction, thereby realizing a multi-party conversation based on the user's call request, so as to process the user's call request in time.

Description

Voice call processing method and system

technical field

The present invention relates to the field of communication technologies, and in particular, to a method and system for processing voice calls.

Background technique

The call center system is a multimedia customer service center that integrates multiple access methods such as telephone, fax, Internet, and wireless data. Make full use of modern communication and computer technology to automatically and flexibly handle a large number of different incoming and outgoing phone calls. The call center system adopts computer and communication integration technology (English: computer and telephony integrator, CTI).

A trunking scheduling system refers to a dedicated scheduling system in which multiple departments share a set of wireless channels, referred to as a trunking system. The implementation scheme of the trunking scheduling system is realized by using the trunking communication service of wireless communication (eg, push to talk (English: push to talk, PTT) service) by the system itself. Among them, the trunking communication PTT service is a trunking communication service based on a wireless mobile broadband network, which realizes group communication between user groups through wireless handheld intelligent terminals. and wait for the other party to go off-hook.

In the prior art, the seat distribution mechanism of the call center system is based on an intelligent call distribution system (English: automatic call distributor, ACD), and is single-line. For example, when a client's session enters the call center, the ACD determines whether there is currently an idle agent, and if so, assigns the agent to the client; if not, puts the client's session in the queue. Sessions in the queue are in a waiting state.

The trunking dispatching system manages the agents in a group mode. If there is an incoming call to request the group to perform services, the trunking dispatching system needs to call all the agents in the group until one agent answers the call, or The call is terminated when the preset time is reached.

In the application scenario of the integrated command system combined with the two, when the alarm person alerts the police receiver through the integrated command system, the police receiver not only needs to use the call center system to service the alarm call, but also needs to combine the cluster dispatching system to directly Alarm events are dealt with.

However, in the prior art, the call center system and the cluster scheduling system are two independent systems, and their processing processes are independent of each other, so that the state of the agent receiving the call and the scheduling state of the group cannot guarantee the correlation, that is, the agent is in an idle state. If the scheduling status is busy, or the scheduling status is idle, the agent status is busy. As a result, the agent cannot process the session of the client in time, and the work efficiency is low.

SUMMARY OF THE INVENTION

The present application describes a method and system for processing a voice call, which can process a client's session in a timely manner, thereby improving work efficiency and user experience.

In a first aspect, a method for processing a voice call is provided. The execution subject of the method may be a voice call processing system, and the method includes: the voice call processing system receives a voice call request (such as a fire request or a murder request) sent by a user, and determines, according to the request content of the voice call request, that the The first group to process the voice call request. The voice call processing system acquires the first agent associated with the first group according to the attribute information of the first group, thereby realizing the consistency between the state of the group and the state of the agent. Then the voice call processing system sends a preemption instruction to the first agent, so that the first agent communicates with the user and the first group members according to the preemption instruction, thereby realizing a multi-party conversation based on the user's call request, so as to timely Handle user call requests.

In an optional implementation, before the voice call processing system receives the voice call request sent by the user, the method further includes: the voice call processing system receives configuration information sent by the user through the client, where the configuration information may include the first attribute information of the group (such as group ID, group description, agent ID, etc.), and then obtain the registration request sent by the first agent, the registration request may include a sign-in request and a subscription request, where the registration request may include agent information (such as the job number and authority information of the agent), the voice call processing system assigns the first agent to the first group according to the attribute information and registration request of the first group, so that the first agent obtains the matching first group Operational permissions for the group. The voice call processing system obtains the selection request sent by the first agent, the selection request may include the ID of the first group to be selected, and determines the first agent according to the ID of the first group in the selection request The agent is an agent associated with the first group, and the association relationship refers to a relationship between the agent and the static group, both contracted and selected.

In an optional implementation, after the voice call processing system acquires the selection request sent by the first agent, the method further includes: the voice call processing system needs to first determine whether the selected first group exists. When the first group exists and the associated second agent already exists in the first group, the voice call processing system sends a notification message to the second agent. The group sends the selected action. It can be seen from this that the process of determining the existence of the first group and sending the selected notification message to other agents who have signed up for the first group further determines the association between the first agent and the first group.

In an optional implementation, before the voice call processing system acquires the first agent associated with the first group, the method further includes: the voice call processing system inquires whether there is a first agent associated with the first group, Wherein, if there is a first agent associated with the first group, that is, the data of the first agent is not zero, the first agent associated with the first group is acquired; if there is no first agent associated with the first group For the agent, that is, the data of the first agent is zero, a third idle agent is selected from the preset agent queue to process the voice call request.

In an optional implementation, the method further includes: when the first agent is idle and the first group is idle, constructing a second group (dynamic group), and the second group may include the first agent and the first group The second group may include idle members of the first group of different categories (eg, idle members of the fire alarm group 1, idle members of the traffic police group 1).

In an optional implementation, the method further includes: when the members of the first group are in a busy state, the voice call processing system transfers the voice call request to the third group, so that all received The voice call request is processed so that the voice call request is not missed.

In an optional implementation, the voice call processing system sends a preemption instruction to the first agent, so that the first agent communicates with the user and members of the first group according to the preemption instruction, specifically including: The processing system sends a preemption instruction to the first agent, where the preemption instruction includes a first time series value, and the first time series value may be a time point at which the preemption instruction is issued, so as to determine the first agent to process the voice call request, such that The agent communicates with the user and members of the static group associated with the agent according to the preemption instruction. Within the preset time threshold, receive the return message sent by the first agent, the return message includes a second time series value, and the second time series value may be the time point at which the return message was received, and then compare the obtained first time series value with the A difference is made between the second time series values, the corresponding difference value and the minimum difference value among the difference values are obtained, and the first agent corresponding to the minimum difference value is determined as the agent processing the voice call request.

In a second aspect, a voice call processing system is provided, and the voice call processing system has the function of implementing the actual processing system behavior of the above method. This function can be implemented by hardware or by executing corresponding software by hardware. The hardware or software includes one or more modules corresponding to the above functions.

In yet another aspect, a computer storage medium is provided for storing computer software instructions used by the above-mentioned voice call processing system, which includes a program designed to execute the above-mentioned aspects.

Description of drawings

In order to illustrate the technical solutions of the embodiments of the present invention more clearly, the following briefly introduces the accompanying drawings used in the description of the embodiments. Obviously, the drawings in the following description are only some embodiments of the present invention. For those of ordinary skill in the art, other drawings can also be obtained from these drawings without any creative effort.

1 is a schematic diagram of the network topology of the application voice call processing system provided by the present invention;

2 is a schematic structural diagram of a voice call processing system according to an embodiment of the present invention;

Fig. 3 is the information interaction diagram of a kind of voice call processing system in Fig. 2;

4 is a flowchart of a method for processing a voice call provided by an embodiment of the present invention;

FIG. 5 is a schematic structural diagram of another voice call processing system further provided by an embodiment of the present invention.

Detailed ways

The technical solutions of the present invention will be further described in detail below through the accompanying drawings and embodiments.

The voice call processing system provided by the present invention is applied to the network topology diagram shown in FIG. 1. In FIG. 1, the network topology may include: a wireless network 110, a gateway 120, a session initialization protocol (English: Session Initiation Protocol, SIP). ) service system 130, voice call processing system 140.

The wireless network 110 is used for providing at least one wireless group, the wireless group is used for processing a user's call request, and each wireless group may include at least one wireless terminal. The wireless network and the gateway are connected by the air interface protocol.

The gateway 120 may include a voice gateway and a wireless trunking gateway, and the wireless trunking gateway may include a terrestrial trunked radio (English: trans european trunked radio, Tetra), a long term evolution (English: Long TermEvolution, LTE) and a UHF radio (English: ultra-high frequency radio) high frequency, UHF) or very high frequency radio (English: very high frequency, VHF).

The SIP service system 130 is used for providing SIP session management, and the SIP service system 130 is connected with the wireless trunking gateway through the SIP protocol. Through the conversion function of the gateway 120, the SIP service system 130 converts the data packets (such as control commands and voice streams) connected to the wireless network by the air interface protocol into a registered user on the SIP service system 130, and the user information may include the SIP number, thereby Realize the interworking of SIP calls.

The SIP service system 130 may include a SIP trunk, and communicate with the voice gateway through the SIP trunk, so as to realize the use of a public network (such as a public switched telephone network (English: public switched telephone network, PSTN)/public land mobile phone network (English: The user voice call request of public land mobile network (PLMN)) enters the SIP service system 130. The SIP service system 130 provides a call access code of a trunking routing type, through which a user's voice call request can be received.

The voice call processing system 140 is used for accepting the voice call request of the user, and dispatching the corresponding static group to process the voice call request of the user accordingly, so as to realize the cluster PTT operation, that is, push-to-call. The voice call processing system 140 includes a call center and a dispatch center. For example, in the scenario of receiving an alarm, the call center executes an alarm operation, and the dispatch center executes an alarm operation, so that an alarm operation can be initiated immediately when an alarm is received.

The user sends a voice call request by making a phone call, and the voice call request is connected to the call center in the voice call processing system 140 through the call access code of the SIP service system 130. Group scheduling, so as to realize the cluster PTT operation, to achieve the integration of the call center and the scheduling center, such as point call, group call, multi-party conference and so on.

FIG. 2 is a schematic structural diagram of a voice call processing system according to an embodiment of the present invention. As shown in FIG. 2 , the voice call processing system 140 may include: a group management device 210 , a unified distribution routing device 220 , and a group call control device 230 , an agent management device 240 and an agent 250 .

The group management device 210 is configured to receive configuration information sent by the client, configure a static group, and manage the static group. As well as add, delete, modify, query, import, export and match static groups in batches.

Wherein, the group management apparatus 210 may include a portal website (English: web portal) unit, configure static groups through the webportal unit, and provide control by division of authority and field for the static group.

The group management device 210 may also incorporate multiple wireless groups, multiple dispatchers, and multiple ordinary phones as members into a static group, wherein each static group is assigned a phone number.

The unified distribution and routing device 220 is used to manage the route distribution in the call center scenario and manage the route distribution in the cluster call scenario. In the trunking call scenario, route allocation is performed according to the association relationship between the agent 250 and the static group, and the current status of the agent 250 or the status of the static group members.

The group call control device 230 is used to implement the group call and maintain the group status of each group. A trunking call means that group members can make calls using the PTT mechanism. The group state may include a preselected state, a listening state, a selected state, and a PTT state.

The group call control device 230 can perform operations such as selecting, deselecting, and changing the voice channel attribute of the agent 250, wherein the selection operation refers to the operation of selecting a static group according to the selection request of the agent, and at the same time sending the Other agents who have subscribed to the group send a selection notification message, and the notification message is used to inform other agents who have subscribed to the group that the agent is sending a message of the selected operation to the group. The deselect operation refers to the operation of deselecting a static group according to an agent's deselect request. The voice channel attribute of the agent 250 may include a listening attribute and a speaking attribute, that is, the group call control device may modify the voice channel attribute of the agent from the listening attribute to the speaking attribute, that is, the agent handles the voice call request and has signed up for the group. For other agents in the group to monitor, it is also possible to modify the voice channel attribute of the agent 250 from the speaking attribute to the listening attribute, that is, the agent monitors.

The agent management device 240 is used to manage the operation and the agent state of the agent 250. The agent operation may include a transfer forced insertion and forced removal operation, and the agent status may include an idle state and a busy state. The agent management device 240 reports the agent status to the unified distribution and routing device 220 in real time.

The agent 250 is used for receiving the voice call request, and calling and monitoring the wireless group to process the voice call request.

Optionally, the system may further include a group monitoring device 260 for monitoring static groups in real time, so that calls can be received or initiated. Among them, the headset used for the original monitoring is used when a call is initiated, and when the received or initiated call is held/ended, the headset returns to the original monitoring state. If there is a static group that is not monitored, a group monitoring alarm message is sent to the agent 250, so that the agent can configure the corresponding group.

It should be noted that each device in the voice call processing system may include a transceiver unit, a processing unit and a storage unit.

The transceiver unit is used to receive/send corresponding instructions or messages; the processing unit is used to perform corresponding processing according to the received instructions or messages, such as operations such as query, distribution, and construction; the storage unit is used to store the generated related information and/or data.

FIG. 3 is an information interaction diagram of a voice call processing system in FIG. 2 , as shown in FIG. 3 .

The user sends a voice call request through the communication terminal, and the voice call request is connected to the unified distribution routing device 220 through the access code of the cluster routing type of the SIP service device 130 .

Optionally, before the unified distribution routing device 220 accesses the voice call request, the group management device 210 receives the configuration information sent by the user through the client, the configuration information configures a static group through the Web Portal unit, and the attribute information of the static group can be Include the following information, as shown in Table 1

Table 1

group_id group description radio frequency Agent ID phone number Network access type 1 fire alarm group 1 1 1 5410 TETRA 2 fire alarm group 2 2 2 5411 TETRA 3 Traffic police 1 group 3 3 5412 TETRA 4 Traffic Police Group 2 null 4 5413 LTE 5 Traffic police group 3 null 5 5414 LTE

In Table 1, the group identifier refers to a static group identifier (English: identification, ID) included in the static group. The group description refers to the additional description information of the corresponding static group. The radio frequency refers to the radio trunking channel corresponding to each static group. The agent ID refers to the agent ID corresponding to each static group, wherein different group IDs may correspond to the same agent ID. The phone number refers to the corresponding registered SIP number of each static group on the SIP service device 130 . The network access type refers to the wireless network type corresponding to each static group.

When the first agent in the agents 250 signs in to the call center, where the sign-in refers to the operation of the agent logging in to the call center, the first agent sends an agent sign-in request to the agent management apparatus 240 with the agent information, and the agent information may include the agent The agent management device 240 sends an agent signing request to the group management device 210 according to the agent sign-in request. The agent signing request may include the agent information, and the group management device 210 associates the agent information with the attributes of the static group. The information is matched, so that the first agent signs a contract with at least one matching static group, the group management device 210 sends a sign-in success message to the agent, and the normal sign-in process of the first agent is completed, that is, the agent is completed to the group management device. A process of 210 registration, the registration request may include a sign-in request and a subscription request. The first agent acquires the operation authority for the matched at least one static group and the corresponding static group ID.

After the first agent obtains the operation authority to the matched at least one static group, the first agent sends a selection request to the group management device 210 to sign up for the static group through the group call control device 230, and the selection request is used to indicate the first agent. An agent is about to initiate a PTT operation on the corresponding static group subscribed to, and the selection request may include the ID of the static group to be selected.

Optionally, after receiving the selection request, the group management apparatus 210 determines whether the selected static group exists according to the selection request, and if the static group exists, performs a selection operation on the static group. During the selection operation, the group management device 210 also needs to determine whether other agents have subscribed to the static group. The selection notification message is used to indicate that the first agent is sending the selection operation to the static group; if no other agent subscribes to the static group, the selection notification message does not need to be sent. It can be seen from this that the process of determining the existence of the static group and sending the selected notification message by the group management device 210 determines the association relationship between the agent and the static group. There are selected relationships.

After the unified distribution and routing device 220 receives the voice call request, the unified distribution and routing device 220 sends a query request to the group management device 210, and the query request may include querying the accident type (such as a fire request or a murder request) of the voice call request, processing the request. The static group requested by the voice call and the status of the corresponding static group, whether there is a first agent associated with the group and the status of the first agent. After the group management device 210 completes the query, it returns the query result to the unified distribution routing device 220 .

Further, according to the accident type of the voice call request, the group management device 210 inquires out a static group that can process the voice call request.

If the number of first agents associated with the static group is zero, that is, there is no first agent associated with the static group, the group management apparatus 210 selects an idle agent from the preset agent queue to make the voice call The request is processed, and the agent queue can be the monitor queue of the agents.

If the number of first agents associated with the static group is not zero, that is, there is a first agent associated with the static group, the group management device 210 also needs to query the first agent associated with the static group and the Whether the status of the static group is idle.

Since the static group is associated with the first agent, the state of the static group and the first agent is consistent, that is, when the first agent is not free, the static group is not free; When idle, the static group is idle.

When the first agent is idle and the static group is idle, the group management apparatus 210 constructs a dynamic group, and the dynamic group may include the first agent and a static group, wherein the dynamic group may include different types of static groups. Idle members (such as the idle members of the fire alarm group 1, the idle members of the traffic police group 1), and send the group call command to the group call control device 230 through the unified distribution and routing device 220, and the group call command is used to call the The first agent in the dynamic group, the group call instruction carries the dynamic group ID.

When the first agent is not idle, the group management device 210 will not assign the voice call request to the agent, but will send a notification message to the agent to indicate that a voice call request has been assigned, so as to achieve no loss of voice The purpose of the call request is to process each voice call request. If the group is not idle, it means that the group cannot be allocated resources, for example, the group is on a call. At this time, the unified distribution and routing device 220 may transfer the voice call request to other static groups for processing.

The group call control apparatus 230 receives the group call instruction sent by the unified distribution and routing apparatus 220, and obtains the group member information in the dynamic group ID, and the group member information may include the phone numbers of the group members.

It should be noted that, if the group member information includes multiple phone numbers of the group members, the group members can be called in turn or simultaneously according to the call policy formed by the agent's pre-configured personal parameters.

The group call control device 230 sends a preemption instruction to at least one associated agent in parallel through the agent management device 240, and the preemption instruction is used to determine the first agent to process the voice call request, so that the agent can communicate with the user and with the user according to the preemption instruction. The members of the static group associated with the agent communicate. The preemption instruction may include a dynamic group ID and a first time series value. The first time series value may be the time point when the group call control apparatus 230 sends the preemption instruction. The group call control device 230 may set a time threshold according to actual needs, and the time threshold may be a time period from sending a preemption command message to receiving a return message, such as 5s.

If the time period from sending the preemption instruction message to receiving the return message is greater than the current time threshold, the group call control device 230 considers that the agent has given up processing the voice call request.

If the time period from sending the preemption command message to receiving the return message is not greater than the current time threshold, that is, within the time threshold, after receiving the preemption command, the agent sends a return message to the group call control device 230, and the return message may include the first Second time series value, the second time series value may be the time point at which the group call control apparatus 230 receives the return message.

The group call control device 230 obtains the difference between the first time series value and the second time series value, and the smallest difference among the differences, and uses the first agent corresponding to the smallest difference as the agent processing the voice call request.

After determining the agent processing the voice call request, the group call control device 230 modifies the voice channel attribute of the agent to the speaking attribute, thereby realizing a voice call, and the voice channel attributes of other agents associated with the group are modified to listening attribute, so as to realize the monitoring of voice calls. Thereby, the PTT functions of agents, group members and users are realized.

In a voice call processing system provided by an embodiment of the present invention, a voice call request sent by a user is received, and then a first group that can process the voice call request is determined according to the voice call request, and then an association with the first group is obtained. the first agent, so as to achieve the consistency between the state of the group and the agent status, and then send a preemption command to the first agent, so that the first agent can communicate with the user and the members of the first group according to the preemption instruction , thereby realizing a multi-party session based on the user's call request, so as to process the user's call request in time.

Corresponding to the above device, the embodiment of the present invention further provides a voice call processing method. The execution body of the method may be the above-mentioned voice call processing system. As shown in FIG. 4 , taking the static group as the first group and the dynamic group as the second group owner as an example, the method may include:

Step 410: The voice call processing system receives the voice call request sent by the user.

Optionally, before receiving the voice call request sent by the user, the voice call processing system further needs to perform the following steps:

Step 411: The voice call processing system receives configuration information sent by the client, where the configuration information includes attribute information of the first group.

Step 412: The voice call processing system acquires the registration request sent by the first agent.

When the first agent signs in to the call center, the voice call processing system obtains the sign-in request sent by the first agent with the agent information, which may include the agent's job number and authority information, so as to complete the normal registration process of the first agent.

Step 413: The voice call processing system allocates the first agent to the first group according to the attribute information of the first group and the registration request.

The attribute information of the first group may include information such as the first group ID, group description information, and agent ID.

According to the matching relationship between the group description information and the agent ID of the first group, and the authority information of the registration request and the agent ID, the first agent is allocated to the first group, so that the first agent is assigned to the first group. group to sign the contract.

Step 414: The voice call processing system obtains the selected request sent by the first agent.

The selection request is used to instruct the first agent to initiate a PTT operation on the corresponding first group that is subscribed, and the selection request may include the ID of the first group to be selected.

Optionally, after acquiring the selection request sent by the first agent, the voice call processing system also needs to determine whether the selected first group exists:

If the first group exists and there is an associated second agent in the first group, the voice call processing system sends a notification message to the second agent, and the notification message is used to make the second agent determine that the first agent should send the first agent to the first group. The group sends the selected action.

Step 415: The voice call processing system determines, according to the selected request, that the first agent is an agent associated with the first group.

An association is a relationship that is both contractual and elective. According to the ID of the first group of the selected request, it is determined that the first agent is an agent associated with the first group.

Step 420: The voice call processing system determines, according to the voice call request, a first group that can process the voice call request.

According to the accident type of the voice call request, the attribute information of the first group is inquired, so as to determine the first group that can process the voice call request.

Step 430: The voice call processing system acquires the first agent associated with the first group according to the attribute information of the first group.

Optionally, before acquiring the first agent associated with the first group, the voice call processing system queries whether there is a first agent associated with the first group.

If there is a first agent associated with the first group, the voice call processing system acquires the first agent associated with the first group.

Step 440: The voice call processing system sends a preemption instruction to the first agent, so that the first agent communicates with the user and the members of the first group according to the preemption instruction.

The preemption instruction is used to determine the first agent to process the voice call request, so that the agent communicates with the user and members of the first group associated with the agent according to the preemption instruction. The preemption instruction may include a first time series value. Within a preset time threshold, a return message sent by the first agent is received, and the return message may include a second time series value. The difference between the first time series value and the second time series value and the smallest difference among the differences are acquired, and the first agent corresponding to the smallest difference is used as the agent processing the voice call request.

When the voice call processing system determines the agent to process the voice call request, it modifies the voice channel attribute of the agent to the speaking attribute, thereby realizing a voice call, and the voice channel attributes of other agents associated with the group are modified to the listening attribute, So as to realize the monitoring of the voice call. Thereby, the PTT functions of agents, group members and users are realized.

The steps of the voice call processing method provided by the embodiments of the present invention can be implemented by the devices of the above-mentioned voice call processing system. Therefore, the specific steps of the voice call processing method provided by the present invention will not be repeated here.

The voice call processing method provided by the embodiment of the present invention receives a voice call request sent by a user, then determines a first group that can process the voice call request according to the voice call request, and then obtains the first group associated with the first group. agent, so as to achieve the consistency between the state of the group and the agent status, and then send a preemption command to the first agent, so that the first agent can communicate with the user and the members of the first group according to the preemption instruction, so as to achieve The multi-party session based on the user's call request is implemented, so that the user's call request can be processed in time.

Corresponding to the above method, the embodiment of the present invention further provides another voice call processing system. As shown in FIG. 5 , taking the static group as the first group and the dynamic group as the second group owner as an example, the system may include: a unified distribution and routing device 510 , a group management device 520 , and a group call control device 530 and seat 540.

The unified distribution and routing device 510 is configured to receive a voice call request sent by a user.

The group management device 520 is configured to determine, according to the voice call request, a first group that can process the voice call request, and obtain a first agent associated with the first group.

The group call control device 530 is configured to send a preemption instruction to the first agent, so that the first agent communicates with the user and members of the first group according to the preemption instruction.

Optionally, before the unified distribution and routing apparatus 510 receives the voice call request sent by the user,

The group management device 520 is further configured to receive configuration information sent by the client, where the configuration information includes attribute information of the first group;

Get the check-in request sent by the first agent;

The first agent is allocated to the first group according to the attribute information of the first group and the check-in request. and get the selected request sent by the first agent.

Optionally, when the group management apparatus 520 finds that the first group exists and there is an associated second agent in the first group, it sends a notification message to the second agent, and the notification message is used to make the second agent determine The first agent sends the selected operation to the first group;

According to the selected request, the first agent is determined to be an agent associated with the first group.

Optionally, before the group management apparatus 520 acquires the first agent associated with the first group,

The group management device 520 is further configured to query whether there is a first agent associated with the first group.

If there is a first agent associated with the first group, obtain the first agent associated with the first group; if there is no first agent associated with the first group, select an idle agent from the preset agent queue The third agent of the phone handles the voice call request.

Optionally, the unified distribution and routing device 510 is further configured to transfer the voice call request to the third group when the members of the first group are in a busy state.

Optionally, after the group call control apparatus 530 sends the preemption instruction to the first agent, the preemption instruction includes the first time series value;

Within a preset time threshold, the group call control apparatus 530 receives a return message sent by the first agent, and the return message may include a second time series value;

The difference between the first time series value and the second time series value and the minimum difference among the differences are acquired, and the first agent corresponding to the minimum difference is determined as the agent processing the voice call request.

The functions of the above unit devices can be implemented through the steps of the above voice call method. Therefore, the specific functions of the voice call processing system provided by the present invention will not be repeated here.

In another voice call processing system provided by an embodiment of the present invention, a voice call request sent by a user is received by a unified distribution and routing device, and then the group management device determines a first group that can process the voice call request according to the voice call request , and then acquire the first agent associated with the first group, thereby realizing the consistency between the state of the group and the agent state, and then the group call control device sends a preemption instruction to the first agent, so that the first agent The authorization instruction communicates with the user and the members of the first group, thereby realizing a multi-party conversation based on the user's call request, so as to process the user's call request in time.

The steps of a method or algorithm described in connection with the embodiments disclosed herein may be implemented in hardware, a software device executed by a processor, or a combination of the two. The software instructions can be composed of corresponding software devices, and the software devices can be stored in random access memory, flash memory, read-only memory, erasable programmable read-only register (English: erasableprogrammable read-only memory, EPROM) memory, electrical memory. Erasable programmable read-only memory (English: electrically erasable programmable read-only memory, EEPROM), hard disk, CD-ROM (English: compact disc read-only memory, CD-ROM) or any other form of storage well known in the art in the medium. An exemplary storage medium is coupled to the processor, such that the processor can read information from, and write information to, the storage medium. Of course, the storage medium can also be an integral part of the processor. The processor and storage medium may reside in an ASIC. Alternatively, the ASIC may be located in the user equipment. Of course, the processor and storage medium may also exist in the user equipment as discrete components.

Those skilled in the art should appreciate that, in one or more of the above examples, the functions described in the present invention may be implemented in hardware, software, firmware, or any combination thereof. When implemented in software, the functions may be stored on or transmitted over as one or more instructions or code on a computer-readable medium.

The specific embodiments described above further describe the objectives, technical solutions and beneficial effects of the present invention in detail. It should be understood that the above descriptions are only specific embodiments of the present invention, and are not intended to limit the scope of the present invention. Any modification, equivalent replacement, improvement, etc. made on the basis of the technical solution of the present invention shall be included within the protection scope of the present invention.

Claims (12)

1. A method for processing a voice call, the method comprising:

a voice call processing system receives a voice call request sent by a user;

the processing system of the voice call determines a first group capable of processing the voice call request according to the voice call request;

the processing system of the voice call acquires a first seat associated with the first group according to the attribute information of the first group; wherein, the association means that the first seat and the first group have both signing and selected relationship;

and the processing system of the voice call sends an preemption instruction to the first seat so that the first seat communicates with the user and the group members of the first group according to the preemption instruction.

2. The method of claim 1, wherein before the voice call processing system receives the voice call request from the user, the method further comprises:

receiving configuration information sent by a client, wherein the configuration information comprises attribute information of the first group;

acquiring a registration request sent by the first seat;

according to the attribute information of the first group and the registration request, allocating the first seat to the first group;

acquiring a selected request sent by the first seat;

determining the first agent as an agent associated with the first group according to the selected request.

3. The method of claim 2, wherein after the processing system of the voice call obtains the selected request sent by the first agent, the method further comprises:

when the first group exists and an associated second agent exists in the first group, sending a notification message to the second agent, wherein the notification message is used for enabling the second agent to determine that the first agent sends a selected operation to the first group.

4. The method of claim 1, wherein prior to the processing system of the voice call acquiring the first agent associated with the first group, the method further comprises:

querying whether the first agent associated with the first group exists;

if the first seat associated with the first group exists, acquiring the first seat associated with the first group;

and if the first seat associated with the first group does not exist, selecting a free third seat from a preset seat queue to process the voice call request.

5. The method of claim 4, further comprising:

when the members of the first group are busy, the processing system of the voice call transfers the voice call request to a third group.

6. The method according to claim 1, wherein the processing system of the voice call sends a preemption instruction to the first agent so that the first agent communicates with the user and the group members of the first group according to the preemption instruction, and specifically comprises:

the processing system of the voice call sends the right preemption instruction to the first seat, and the right preemption instruction comprises a first time sequence value;

within a preset time threshold value, receiving a return message sent by the first agent, wherein the return message comprises a second time sequence value;

obtaining a difference value between the first time sequence value and the second time sequence value and a minimum difference value in the difference values;

and determining the first seat corresponding to the minimum difference value as a seat for processing the voice call request.

7. A system for processing a voice call, the system comprising:

the uniform distribution routing device is used for receiving a voice call request sent by a user;

the group management device is used for determining a first group capable of processing the voice call request according to the voice call request received by the unified distribution routing device;

acquiring a first seat associated with the first group according to the attribute information of the first group; wherein, the association means that the first seat and the first group have both signing and selected relationship;

and the group call control device is used for sending an preemption instruction to the first seat so that the first seat communicates with the user and the group member of the first group according to the preemption instruction.

8. The system of claim 7,

the group management device is further configured to receive configuration information sent by a client, where the configuration information includes attribute information of the first group;

acquiring a registration request sent by the first seat;

according to the received attribute information of the first group and the acquired registration request, allocating the first seat to the first group;

acquiring a selected request sent by the first seat;

determining the first agent as an agent associated with the first group according to the selected request.

9. The system of claim 8, wherein after the group management device obtains the selected request sent by the first agent,

the group call control device is further configured to send a notification message to the second agent when the first group exists and an associated second agent already exists in the first group, where the notification message is used for enabling the second agent to determine that the first agent sends a selected operation to the first group.

10. The system of claim 7, wherein prior to the group management device obtaining the first agent associated with the first group,

the group management device is further configured to query whether the first agent associated with the first group exists;

if the first seat associated with the first group exists, acquiring the first seat associated with the first group;

and if the first seat associated with the first group does not exist, selecting a free third seat from a preset seat queue to process the voice call request.

11. The system of claim 10,

the unified distribution routing device is further used for forwarding the voice call request to a third group when the group member of the first group is in a busy state.

12. The system of claim 7, wherein the group call control device is specifically configured to:

sending an preemption instruction to the first seat, wherein the preemption instruction comprises a first time sequence value;

within a preset time threshold value, receiving a return message sent by the first agent, wherein the return message comprises a second time sequence value;

obtaining a difference value between the first time sequence value and the second time sequence value and a minimum difference value in the difference values;

and determining the first seat corresponding to the minimum difference value as a seat for processing the voice call request.

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