Work order processing method and device

Abstract

The invention provides a work order processing method and device, wherein the method comprises the steps of: obtaining all work orders in a work order system; sending client information in each work order to a user terminal, and determining the sending time of the client information; receiving each call triggering instruction, wherein the call triggering instruction comprises a user identifier corresponding to the user terminal and a client communication number in the client information; and according to each call triggering instruction, respectively initiating a call to a client terminal corresponding to each client communication number, and enabling each client terminal to be communicated with the user terminal corresponding to the client terminal; recording the communication information when each client terminal is communicated with the corresponding user terminal; and according to the sending time, the work order acceptance time in each piece of client information and the communication information corresponding to each client terminal, determining a work order first response percentage and a work order second response percentage. The work order processing method and device are capable of determining whether a maintenance user has replied and communicated with equipment maintenance information of a client and determining whether the equipment maintenance information of the client is replied in time.

Description

technical field [0001] The invention relates to telecommunications technology, and in particular to a method and device for processing a work order. Background technique [0002] In the prior art, after a telecommunications operator installs or sells telecommunications equipment to a customer, if the customer's telecommunications equipment needs to be repaired or installed, the customer can fill in the equipment maintenance information and contact information in the telecommunications operator's account. In the work order system, the work order system can obtain the customer's equipment maintenance information and contact information; the work order system will form each work order, and a work order contains a customer's equipment maintenance information and contact information. The maintenance user can view the customer's equipment maintenance information on each work order in the work order system, and contact the customer through the customer's contact information to resp...

AI Technical Summary

Problems solved by technology

[0004] The present invention provides a method and device for processing work orders, which are used to solve the problem that in the prior art, the management users of telecom operators cannot determine whether the maintenance users have replied and communicated with the customer's equipment maintenance information, and whether they have responded to the customer in time. Questions about equipment maintenance information

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