Access number exception processing method, device, equipment and storage medium

Abstract

The present application relates to the field of artificial intelligence, and discloses an access number exception handling method, device, equipment and storage medium, wherein the method includes: scanning each access number data packet in a preset monitoring queue at a preset time interval, and judging whether the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning is greater than a first preset time; treating each access number data packet with an interval time greater than the first preset time as an abnormal data packet; judging whether the access number corresponding to each abnormal data packet is in a call; if in a call, replacing the start time of use of the abnormal data packet corresponding to the access number in the call in the monitoring queue with the current time obtained, otherwise performing abnormal handling on the access number that is not in the call. By realizing abnormal handling of the access number without manual intervention based on the access number data packet in the monitoring queue, the timeliness of access number fault recovery is improved.

Description

Technical Field

[0001] The present application relates to the field of artificial intelligence technology, and in particular to an access number exception processing method, device, equipment and storage medium. Background Art

[0002] An access number is a transmission medium in telephone communications, which is designed to maintain calls between customers and agents. It can be simply understood as a virtual landline. Each access number only allows one session to be maintained at the same time. If there is more than one session, it will cause call loss, that is, the customer is connected but no sound can be heard, which affects the customer experience. Therefore, the access number is a very precious resource. The efficiency and total amount of outbound calls depend on the number and usage efficiency of the access number. In the prior art, when the access number is abnormal, the access number is first directly offline, and then manual judgment is used to determine whether it can be online, resulting in low timeliness of access number failure recovery. Summary of the invention

[0003] The main purpose of this application is to provide an access number exception handling method, device, equipment and storage medium, aiming to solve the technical problem that in the prior art, when the access number status is abnormal, the access number is first directly offline, and then manual judgment is used to determine whether it can be put online, resulting in low timeliness of access number fault recovery.

[0004] In order to achieve the above-mentioned invention object, the present application proposes a method for handling exceptions of access numbers, the method comprising:

[0005] Scan each access number data packet in the preset monitoring queue at a preset time interval, and obtain the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determine whether the interval is greater than a first preset time;

[0006] Treat each access number data packet whose interval duration is longer than the first preset duration as an abnormal data packet;

[0007] Determine whether the access number corresponding to each of the abnormal data packets is in a call;

[0008] If the call is in progress, the abnormal data packet corresponding to the access number in the call in the monitoring queue is used as the data packet to be updated, and the current time obtained is used to replace the start time of use in the data packet to be updated;

[0009] If the call is not in progress, an exception process is performed on the access number corresponding to the access number data packet that is not in progress.

[0010] Furthermore, before the step of scanning each access number data packet in the preset monitoring queue at a preset time interval, the method further includes:

[0011] Acquire an access number use start signal sent by the telephone end, wherein the access number use start signal carries an access number identifier to be processed;

[0012] Searching for a sub-health identifier from the access number information corresponding to the access number identifier to be processed;

[0013] If the search is successful, the access number data packet is generated according to the sub-health identifier, the generation time of the access number use start signal and the access number identifier to be processed;

[0014] If the search fails, generating the access number data packet according to the generation time of the access number use start signal and the access number identifier to be processed;

[0015] Adding the generated access number data packet to the tail of the monitoring queue;

[0016] Acquire an access number use end signal sent by the telephone end, wherein the access number use end signal carries an access number identifier to be analyzed;

[0017] The access number data packet corresponding to the access number identifier to be analyzed is removed from the monitoring queue, and the sub-health identifier in the access number information corresponding to the access number identifier to be analyzed is removed.

[0018] Further, the step of determining whether the access number corresponding to each of the abnormal data packets is in a call includes:

[0019] Sending the access number identifier corresponding to the abnormal data packet to the agent end, and obtaining the agent call status sent by the agent end according to the access number identifier corresponding to the abnormal data packet;

[0020] When the agent call status is in call, the access number corresponding to the agent call status in call is determined to be in call, otherwise, the access number corresponding to the agent call status in call is determined to be not in call.

[0021] Further, the step of performing exception processing on the access number corresponding to the access number data packet that is not in a call includes:

[0022] The access number corresponding to the access number data packet that is not in a call is used as the abnormal access number to be analyzed;

[0023] Searching for a sub-health indicator from the access number information corresponding to the abnormal access number to be analyzed;

[0024] If the sub-health identifier is not found, the abnormal access number to be analyzed is automatically put back online, and the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed;

[0025] If the sub-health identifier is found, the abnormal access number to be analyzed will be taken offline, and a failed offline warning will be sent to a manual online terminal based on the abnormal access number to be analyzed, wherein the manual online terminal is used to obtain an online signal input by the user based on the failed offline warning, and re-online the abnormal access number to be analyzed based on the online signal.

[0026] Furthermore, the step of offline processing of the abnormal access number to be analyzed further includes:

[0027] The abnormal access number to be analyzed is offline processed, and the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed are used as associated data to update the online failure attempt list;

[0028] Within a second preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a first preset number;

[0029] If the number of attempts is greater than the first preset number, the state of the online attempt strategy is set to unavailable, and an online attempt strategy failure reminder signal is sent according to the online attempt strategy;

[0030] If it is not greater than the first preset number, within a third preset time closest to the current time, determine whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a second preset number, wherein the third preset time is greater than the second preset time;

[0031] If it is greater than the second preset number of times, the state of the online attempt strategy is set to unavailable, an online attempt strategy failure reminder signal is sent according to the online attempt strategy, and the scanning of the monitoring queue is ended.

[0032] Furthermore, the step of automatically re-online processing the abnormal access number to be analyzed and adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed includes:

[0033] Within a fourth preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the sub-health status list is greater than a third preset number;

[0034] If it is greater than the third preset number, the abnormal access number to be analyzed is offline processed, and a status mark over-limit offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed, wherein the manual online terminal is further used to obtain an online signal input by the user according to the status mark over-limit offline warning, and re-online the abnormal access number to be analyzed according to the online signal;

[0035] If it is not greater than the third preset number of times, the abnormal access number to be analyzed will be automatically put back online, the sub-health identifier will be added to the access number information corresponding to the abnormal access number to be analyzed, and the current time and the access number identifier corresponding to the abnormal access number to be analyzed will be obtained as associated data to update the sub-health status list.

[0036] Further, the step of automatically re-online processing the abnormal access number to be analyzed, adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and updating the sub-health status list using the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data includes:

[0037] Obtain an online attempt strategy, and determine whether the online attempt strategy is in a state of being available;

[0038] If it is available, sending initialization requests to the phone end and the agent end respectively according to the abnormal access number to be analyzed, obtaining a phone end initialization success signal sent by the phone end according to the initialization request, obtaining an agent end initialization success signal sent by the agent end according to the initialization request, and updating the online tag in the access number information corresponding to the abnormal access number to be analyzed to online in response to the phone end initialization success signal and the agent end initialization success signal, adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and updating the sub-health status list using the obtained current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data;

[0039] If it is unavailable, the abnormal access number to be analyzed is offline processed, and the failed offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed.

[0040] The present application also proposes a device for handling exceptions of access numbers, the device comprising:

[0041] A scanning module, configured to scan each access number data packet in a preset monitoring queue at a preset time interval, and obtain the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determine whether the interval is greater than a first preset time;

[0042] An abnormal data packet determining module, configured to treat each access number data packet whose interval duration is greater than the first preset duration as an abnormal data packet;

[0043] A judging module, used for judging whether the access number corresponding to each abnormal data packet is in a call;

[0044] A first processing module is used for, if the call is in progress, taking the abnormal data packet in the monitoring queue corresponding to the access number in the call as the data packet to be updated, and replacing the start time of use in the data packet to be updated with the acquired current time;

[0045] The second processing module is used for performing exception processing on the access number corresponding to the access number data packet that is not in a call if the call is not in progress.

[0046] The present application also proposes a computer device, comprising a memory and a processor, wherein the memory stores a computer program, and the processor implements the steps of any one of the above methods when executing the computer program.

[0047] The present application also proposes a computer-readable storage medium on which a computer program is stored. When the computer program is executed by a processor, the steps of any of the above methods are implemented.

[0048] The access number exception handling method, device, equipment and storage medium of the present application, wherein the method first uses a preset time interval to scan each access number data packet in a preset monitoring queue, and obtains the interval time between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determines whether the interval time is greater than a first preset time, and then takes each access number data packet whose interval time is greater than the first preset time as an abnormal data packet, and determines whether the access number corresponding to each abnormal data packet is in a call, and finally, if it is in a call, the abnormal data packet corresponding to the access number in the call in the monitoring queue is used as a data packet to be updated, and the obtained current time is used to replace the start time in the data packet to be updated, and if it is not in a call, the access number corresponding to the access number data packet not in the call is subjected to abnormal handling. Thus, by realizing the abnormal handling of the access number without manual intervention based on the access number data packet in the monitoring queue, the timeliness of access number fault recovery is improved. BRIEF DESCRIPTION OF THE DRAWINGS

[0049] Figure 1 A schematic diagram of a flow chart of an access number exception handling method according to an embodiment of the present application;

[0050] Figure 2 A schematic block diagram of the structure of an access number exception processing device according to an embodiment of the present application;

[0051] Figure 3 A schematic block diagram of the structure of a computer device according to an embodiment of the present application.

[0052] The realization of the purpose, functional features and advantages of this application will be further explained in conjunction with embodiments and with reference to the accompanying drawings. DETAILED DESCRIPTION

[0053] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0054] Reference Figure 1 In an embodiment of the present application, a method for handling exceptions of an access number is provided, the method comprising:

[0055] S1: Scanning each access number data packet in a preset monitoring queue at a preset time interval, and obtaining the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determining whether the interval is greater than a first preset time;

[0056] S2: treating each access number data packet whose interval duration is longer than the first preset duration as an abnormal data packet;

[0057] S3: Determine whether the access number corresponding to each of the abnormal data packets is in a call;

[0058] S4: if the call is in progress, taking the abnormal data packet in the monitoring queue corresponding to the access number in the call as the data packet to be updated, and replacing the start time in the data packet to be updated with the acquired current time;

[0059] S5: If the call is not in progress, performing exception processing on the access number corresponding to the access number data packet that is not in progress.

[0060] This embodiment implements access number exception processing without manual intervention based on access number data packets in the monitoring queue, thereby improving the timeliness of access number fault recovery.

[0061] For S1, the preset time interval is a preset equal interval. For example, the preset time interval is set to be every 3 minutes, that is, a round of scanning is performed on each access number data packet in the monitoring queue every 3 seconds, and no specific limitation is given in this example.

[0062] Optionally, the access number data packet is a JSON string. The access number data packet includes: an access number identifier and a tag set. The tag set includes one or more tags. For example, the start time is a tag in the tag set, which is not specifically limited in this example.

[0063] The start time is the time when the access number corresponding to the access number data packet starts to be used.

[0064] The start time of this round of scanning is the start time of scanning the monitoring queue in a period corresponding to a preset time interval.

[0065] The monitoring queue is a FIFO (first in, first out) queue. The monitoring queue includes but is not limited to: any one of the following queues: List implemented by Java (object-oriented programming language), array implemented by Java, List implemented by Redis (remote dictionary service), and Zset (ordered set) implemented by Redis.

[0066] Optionally, a preset time interval is used, starting from the head of the monitoring queue, to scan each access number data packet in the monitoring queue one by one until the interval between the start time of use in the scanned access number data packet and the start time of this round of scanning is less than or equal to the first preset time, wherein in the process of scanning one by one, it is determined whether the interval between the start time of use in each scanned access number data packet and the start time of this round of scanning is greater than the first preset time.

[0067] For S2, the access number data packet that has not been automatically removed from the monitoring queue within the first preset time period may still be in use, or may have been used up but not removed from the monitoring queue as expected, so the access number data packet may be abnormal. Therefore, each access number data packet whose interval duration is greater than the first preset time period is treated as an abnormal data packet, and the access number corresponding to the abnormal data packet needs to perform access number exception processing.

[0068] For S3, the access number identifier corresponding to the abnormal data packet is sent to the agent end, and it is determined whether the access number corresponding to the abnormal data packet is in a call according to the feedback data from the agent end.

[0069] Optionally, based on the usage status in the access number information corresponding to the abnormal data packet, it is determined whether the access number corresponding to the abnormal data packet is in a call; when the usage status is in use, the access number with the usage status in use is determined to be in a call; when the usage status is not in use, the access number with the usage status in use is determined to be not in a call.

[0070] For S4, if the call is in progress, which means that the access number corresponding to the abnormal data packet is in use, the current world time is obtained as the current time, and the start time of use of the abnormal data packet corresponding to the access number in the call in the monitoring queue is replaced by the current time, and the exception handling of the access number in the call and the abnormal data packet in the monitoring queue is completed.

[0071] For S5, if the call is not in progress, it means that the access number corresponding to the abnormal data packet is not in use, and the access number data packet corresponding to the access number at this time is not removed from the monitoring queue as expected, then the access number corresponding to the abnormal data packet that is not in progress is used as the abnormal access number to be analyzed, and an abnormal analysis is performed on the abnormal access number to be analyzed, and the abnormal access number to be analyzed is handled abnormally according to the abnormal analysis result.

[0072] In one embodiment, before the step of scanning each access number data packet in the preset monitoring queue at a preset time interval, the method further includes:

[0073] S111: Acquire an access number use start signal sent by the telephone end, wherein the access number use start signal carries an access number identifier to be processed;

[0074] S112: searching for a sub-health identifier from the access number information corresponding to the access number identifier to be processed;

[0075] S113: if the search is successful, generating the access number data packet according to the sub-health identifier, the generation time of the access number use start signal and the access number identifier to be processed;

[0076] S114: if the search fails, generating the access number data packet according to the generation time of the access number use start signal and the access number identifier to be processed;

[0077] S115: adding the generated access number data packet to the tail of the monitoring queue;

[0078] S116: Acquire an access number use end signal sent by the telephone end, wherein the access number use end signal carries an access number identifier to be analyzed;

[0079] S117: removing the access number data packet corresponding to the access number identifier to be analyzed from the monitoring queue, and removing the sub-health identifier in the access number information corresponding to the access number identifier to be analyzed.

[0080] This embodiment generates an access number data packet according to an access number usage start signal sent by the telephone end, adds the generated access number data packet to the tail of the monitoring queue, and then removes the access number data packet of the monitoring queue according to the access number usage end signal sent by the telephone end, and removes the sub-health identifier in the access number information corresponding to the access number usage end signal, thereby providing a basis for implementing access number exception handling without manual intervention based on the access number data packet in the monitoring queue.

[0081] For S111, an access number use start signal sent by the telephone end is obtained through a communication connection with the telephone end.

[0082] The access number use start signal is a signal generated by the telephone end according to the access number when the access number starts to be used.

[0083] The access number identifier to be processed is the access number identifier of the access number corresponding to the access number usage start signal.

[0084] The access number identifier is an access number ID, which is used to uniquely identify an access number.

[0085] For S112, the access number information list is searched for access number information corresponding to the access number identifier to be processed, and it is searched whether a sub-health identifier exists in the found access number information.

[0086] The sub-health indicator is an identifier used to identify that the access number is in a sub-healthy state.

[0087] For S113, if the search is successful, it means that the access number corresponding to the access number usage start signal is already in a sub-healthy state. Therefore, the access number data packet is generated according to the sub-healthy identifier, the generation time of the access number usage start signal and the access number identifier to be processed, so as to introduce the sub-healthy identifier into the access number data packet.

[0088] For S114, if the search fails, it means that the access number corresponding to the access number usage start signal is not in a sub-healthy state, and the access number data packet is generated according to the generation time of the access number usage start signal and the access number identifier to be processed, so that the generated access number data packet does not include a sub-healthy identifier.

[0089] For S115, the generated access number data packet is added to the tail of the monitoring queue, so that the access number data packets in the monitoring queue are arranged in sequence according to the generation time of the access number use start signal, thereby improving the efficiency of monitoring queue scanning.

[0090] For S116, the access number use end signal sent by the telephone end is obtained through the communication connection with the telephone end.

[0091] The access number usage end signal is a signal generated by the telephone end according to the access number when the access number has been used up.

[0092] The access number identifier to be analyzed is the access number identifier of the access number corresponding to the access number use end signal.

[0093] For S117, the access number data packet corresponding to the access number identifier to be analyzed is removed from the monitoring queue so that the access number data packet corresponding to the access number in use is stored in the monitoring queue; after the access number is used normally once, it means that the access number that can be used normally once has returned to normal, so the sub-health identifier in the access number information corresponding to the access number identifier to be analyzed is removed to clear the sub-health state of the access number that has returned to normal.

[0094] In one embodiment, the step of determining whether the access number corresponding to each abnormal data packet is in a call includes:

[0095] S31: sending the access number identifier corresponding to the abnormal data packet to the agent end, and obtaining the agent call status sent by the agent end according to the access number identifier corresponding to the abnormal data packet;

[0096] S32: When the agent call status is in call, determine that the access number corresponding to the agent call status in call is in call; otherwise, determine that the access number corresponding to the agent call status in call is not in call.

[0097] This embodiment sends the access number identifier corresponding to the abnormal data packet to the agent end, and determines whether the access number corresponding to the abnormal data packet is in a call according to the feedback data of the agent end, which provides a basis for analyzing the abnormal data packet.

[0098] For S31, the access number identifier corresponding to the abnormal data packet is sent to the agent end through the communication connection with the agent end; the agent end searches for the received access number identifier corresponding to the abnormal data packet in the call list, and when the access number identifier is found, it is determined that the agent call status of the access number identifier corresponding to the abnormal data packet is in call, otherwise, it is determined that the agent call status of the access number identifier corresponding to the abnormal data packet is not in call; the agent end sends the generated agent call status of the access number identifier corresponding to the abnormal data packet, thereby achieving the acquisition of the agent call status sent by the agent end according to the access number identifier corresponding to the abnormal data packet through the communication connection with the agent end.

[0099] For S32, when the agent call status is in call, it means that the access number corresponding to the agent call status in call is in a normal call, therefore, it is determined that the access number corresponding to the agent call status in call is in call; when the agent call status is not in call, it means that the access number corresponding to the agent call status in call is not in call, therefore, it is determined that the access number corresponding to the agent call status in call is not in call.

[0100] In one embodiment, the step of performing exception processing on the access number corresponding to the access number data packet that is not in a call includes:

[0101] S51: taking the access number corresponding to the access number data packet that is not in a call as an abnormal access number to be analyzed;

[0102] S52: searching for a sub-health indicator from the access number information corresponding to the abnormal access number to be analyzed;

[0103] S53: If the sub-health identifier is not found, the abnormal access number to be analyzed is automatically put back online, and the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed;

[0104] S54: If the sub-health identifier is found, the abnormal access number to be analyzed is taken offline, and a failed offline warning is sent to a manual online terminal according to the abnormal access number to be analyzed, wherein the manual online terminal is used to obtain an online signal input by the user according to the failed offline warning, and re-online the abnormal access number to be analyzed according to the online signal.

[0105] This embodiment realizes automated exception analysis and exception handling of access numbers that are not in calls and have access number data packets in the monitoring queue. Different exception handling strategies are adopted according to whether the sub-health identifier is carried, thereby realizing exception handling of access numbers without manual intervention, thereby improving the timeliness of access number fault recovery.

[0106] For S51, the access number corresponding to the access number data packet that is not in a call is an abnormal access number. It is necessary to analyze the abnormal cause of the access number and perform abnormal processing on the access number according to the analyzed abnormal cause. Therefore, the access number corresponding to the access number data packet that is not in a call is used as the abnormal access number to be analyzed.

[0107] For S52, the access number information corresponding to the abnormal access number to be analyzed is searched from the access number information list, and whether a sub-health indicator exists in the found access number information is searched.

[0108] For S53, if the sub-health identifier is not found, it means that before the access number data packet corresponding to the abnormal access number to be analyzed is generated, the abnormal access number to be analyzed is not in a sub-healthy state. Therefore, the abnormal access number to be analyzed is automatically re-online processed to automatically try to go online, and the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed to identify that the abnormal access number to be analyzed is in a sub-healthy state.

[0109] For S54, if the sub-health identifier is found, it means that before the access number data packet corresponding to the abnormal access number to be analyzed is generated, the abnormal access number to be analyzed is already in a sub-healthy state, and the abnormal access number to be analyzed is taken offline, and a failed offline warning is sent to the manual online end based on the abnormal access number to be analyzed, so as to transfer the abnormal access number to be analyzed to manual processing.

[0110] The manual online terminal is used to obtain an online signal input by the user according to the offline warning of failed attempt, and automatically re-online the abnormal access number to be analyzed upon receiving the online signal.

[0111] In one embodiment, the step of offline processing of the abnormal access number to be analyzed further includes:

[0112] S541: offline the abnormal access number to be analyzed, and use the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data to update the list of failed online attempts;

[0113] S542: within a second preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a first preset number;

[0114] S543: If the number of times is greater than the first preset number, setting the state of the online attempt strategy to unavailable, and sending an online attempt strategy failure reminder signal according to the online attempt strategy;

[0115] S544: If it is not greater than the first preset number, within a third preset time period closest to the current time, determine whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a second preset number, wherein the third preset time period is greater than the second preset time period;

[0116] S545: If it is greater than the second preset number of times, the state of the online attempt strategy is set to unavailable, an online attempt strategy failure reminder signal is sent according to the online attempt strategy, and the scanning of the monitoring queue is terminated.

[0117] This embodiment determines whether the number of failed attempts within a second preset time period closest to the current time in history is greater than the first preset number, or determines whether the number of failed attempts within a third preset time period closest to the current time in history is greater than the second preset number. If one of the two judgments is yes, the status of the attempt to go online strategy is set to unavailable. If both judgments are no, the attempt to go online strategy is not changed, thereby evaluating the effectiveness of the attempt to go online strategy, achieving automatic fuse downgrade of all access numbers, and preventing invalid attempt to go online strategies from affecting the accuracy of exception handling of access numbers.

[0118] For S541, if the sub-health identifier is found, it means that before the access number data packet corresponding to the abnormal access number to be analyzed is generated, the abnormal access number to be analyzed is already in a sub-healthy state. The access number data packet corresponding to the abnormal access number to be analyzed at this time is the access number data packet generated by the attempt to go online. The abnormal access number to be analyzed is not in a call and the access number data packet exists. Therefore, the abnormal access number to be analyzed fails again after trying to go online. Therefore, the current time and the access number identifier corresponding to the abnormal access number to be analyzed are obtained as associated data to update the list of failed attempts to go online.

[0119] For S542, the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts within the second preset time closest to the current time is the cumulative number of failed online attempts of the abnormal access number to be analyzed within the second preset time closest to the current time in history.

[0120] For S543, if it is greater than the first preset number of times, it means that the online attempt strategy has expired, so the status of the online attempt strategy is set to unavailable to avoid the invalid online attempt strategy affecting the accuracy of the access number exception processing; according to the online attempt strategy, an online attempt strategy failure reminder signal is sent to transfer to manual processing.

[0121] Optionally, if the number of attempts is greater than the first preset number, the state of the online attempt strategy is set to unavailable, a failed online attempt strategy reminder signal is sent according to the online attempt strategy, and the scanning of the monitoring queue is terminated to avoid abnormal processing of invalid access numbers. It is understandable that the scanning of the monitoring queue may not be terminated.

[0122] The online attempt strategy is a strategy for whether to use automatic recovery for all access numbers.

[0123] For S544, the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts within the third preset time closest to the current time is the cumulative number of failed online attempts of the abnormal access number to be analyzed within the third preset time closest to the current time in history.

[0124] The third preset time length is greater than the second preset time length, so that the second preset time length is used as a judgment of whether the failure is caused in a shorter time, and the third preset time length is used as a judgment of whether the online attempt strategy is failed in a longer time.

[0125] Optionally, the second preset time length is set to 30 minutes, and the third preset time length is set to 24 hours.

[0126] For S545, if it is greater than the second preset number of times, it means that the online attempt strategy has expired, so the online attempt strategy is set to unavailable to avoid the invalid online attempt strategy affecting the accuracy of abnormal processing of the access number; according to the online attempt strategy, an online attempt strategy failure reminder signal is sent to transfer to manual processing, and the scanning of the monitoring queue is ended to avoid abnormal processing of invalid access numbers. It can be understood that after the manual recovery is completed, the state of the online attempt strategy is set to available.

[0127] In one embodiment, the above step of automatically re-online processing the abnormal access number to be analyzed and adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed includes:

[0128] S531: within a fourth preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the sub-health status list is greater than a third preset number;

[0129] S532: If the number of times is greater than the third preset number, the abnormal access number to be analyzed is offline processed, and a status mark over-limit offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed, wherein the manual online terminal is further used to obtain an online signal input by the user according to the status mark over-limit offline warning, and re-online the abnormal access number to be analyzed according to the online signal;

[0130] S533: If it is not greater than the third preset number of times, the abnormal access number to be analyzed is automatically put back online, the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed, and the current time and the access number identifier corresponding to the abnormal access number to be analyzed are obtained as associated data to update the sub-health status list.

[0131] This embodiment determines whether the abnormal access number to be analyzed can be automatically re-online processed normally according to the accumulated number of times the abnormal access number to be analyzed is in a sub-healthy state, thereby realizing online control of attempts of a single access number and automatic fuse degradation of a single access number, thereby avoiding the abnormal access number from being automatically re-online processed continuously and affecting the utilization rate of the access number.

[0132] For S531, the number of occurrences of the abnormal access number to be analyzed in the sub-health state list within the fourth preset time closest to the current time, that is, the number of times the abnormal access number to be analyzed has been marked as a sub-health state within the fourth preset time closest to the current time in history.

[0133] For S532, if it is greater than the third preset number of times, it means that the number of times the abnormal access number to be analyzed has been marked as sub-healthy within the fourth preset time period closest to the current time in history has exceeded the threshold, and there is no need to perform automatic re-online processing. Therefore, the abnormal access number to be analyzed is offline processed, and a status mark over-limit offline warning is sent to the manual online end according to the abnormal access number to be analyzed, so as to manually restore the abnormal access number to be analyzed; after manually replying the abnormal access number to be analyzed, the online signal corresponding to the status mark over-limit offline warning is input to the manual online end, and the manual online end re-onlines the abnormal access number to be analyzed according to the online signal.

[0134] For S533, if it is not greater than the third preset number of times, it means that the number of times the abnormal access number to be analyzed has been marked as sub-healthy status within the fourth preset time period closest to the current time in history does not exceed the threshold, and automatic re-online processing can be performed, and the sub-healthy identifier is added to the access number information corresponding to the abnormal access number to be analyzed to realize the marking of the sub-healthy status, and the access number identifier corresponding to the current time and the abnormal access number to be analyzed is obtained as associated data to update the sub-healthy status list to realize the record of the number of times the sub-healthy status is marked.

[0135] In one embodiment, the above-mentioned step of automatically re-online processing of the abnormal access number to be analyzed, adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and updating the sub-health status list using the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data includes:

[0136] S5331: Obtain an online attempt policy, and determine whether the online attempt policy is in a usable state;

[0137] S5332: If it is available, then send initialization requests to the phone end and the agent end respectively according to the abnormal access number to be analyzed, obtain the phone end initialization success signal sent by the phone end according to the initialization request, obtain the agent end initialization success signal sent by the agent end according to the initialization request, and update the online tag in the access number information corresponding to the abnormal access number to be analyzed to online in response to the phone end initialization success signal and the agent end initialization success signal, add the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and use the obtained current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data to update the sub-health status list;

[0138] S5333: If it is unavailable, the abnormal access number to be analyzed is offline processed, and the failed offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed.

[0139] In this embodiment, when the online attempt strategy is available, the abnormal access number to be analyzed is automatically re-online processed, and when the online attempt strategy is unavailable, the abnormal access number to be analyzed is transferred to manual processing, thereby avoiding invalid automatic re-online processing and improving the utilization rate of the access number.

[0140] For S5331, the online attempt policy can be obtained from the database.

[0141] The value of the attempt to go online policy is 1, and the value range of the attempt to go online policy includes: available and unavailable.

[0142] For S5332, if it is available, it means that the number of times the abnormal access number to be analyzed has been marked as a sub-healthy state within the fourth preset time period closest to the current time in history does not exceed the threshold, and the automatic re-online processing of the present application is still valid, so an initialization request is sent to the phone end and the agent end respectively according to the abnormal access number to be analyzed; the phone end generates a phone end initialization success signal after initialization processing according to the initialization request, and the agent end generates an agent end initialization success signal after initialization processing according to the initialization request; after receiving the phone end initialization success signal sent by the phone end and the agent end initialization success signal sent by the agent end, the online tag in the access number information corresponding to the abnormal access number to be analyzed is updated to online, the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed to realize the marking of the sub-healthy state, and the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed are used as associated data to update the sub-healthy state list to realize the accumulation of sub-healthy state marking of the abnormal access number to be analyzed.

[0143] For S5333, if it is unavailable, it means that the number of times the abnormal access number to be analyzed has been marked as sub-healthy within the fourth preset time period closest to the current time in history does not exceed the threshold, but the automatic re-online processing of this application has failed, so the abnormal access number to be analyzed is offline processed, and the failed offline attempt warning is sent to the manual online end according to the abnormal access number to be analyzed, so as to realize manual processing, thereby avoiding invalid automatic re-online processing.

[0144] Reference Figure 2 The present application also proposes an access number exception processing device, the device comprising:

[0145] The scanning module 100 is used to scan each access number data packet in the preset monitoring queue at a preset time interval, and obtain the interval time between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determine whether the interval time is greater than a first preset time;

[0146] An abnormal data packet determination module 200 is used to treat each access number data packet whose interval duration is greater than the first preset duration as an abnormal data packet;

[0147] The judging module 300 is used to judge whether the access number corresponding to each abnormal data packet is in a call;

[0148] The first processing module 400 is used for, if the call is in progress, taking the abnormal data packet in the monitoring queue corresponding to the access number in the call as the data packet to be updated, and replacing the start time of use in the data packet to be updated with the acquired current time;

[0149] The second processing module 500 is used for performing exception processing on the access number corresponding to the access number data packet that is not in a call if the call is not in progress.

[0150] This embodiment implements access number exception processing without manual intervention based on access number data packets in the monitoring queue, thereby improving the timeliness of access number fault recovery.

[0151] Reference Figure 3 In an embodiment of the present application, a computer device is also provided. The computer device may be a server, and its internal structure may be as follows: Figure 3As shown. The computer device includes a processor, a memory, a network interface and a database connected through a system bus. Among them, the processor designed by the computer is used to provide computing and control capabilities. The memory of the computer device includes a storage medium and an internal memory. The storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the storage medium. The database of the computer device is used to store data such as an exception handling method for access numbers. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, an exception handling method for access numbers is implemented. The access number exception handling method comprises: using a preset time interval to scan each access number data packet in a preset monitoring queue, and obtaining the interval time between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and judging whether the interval time is greater than a first preset time; treating each access number data packet whose interval time is greater than the first preset time as an abnormal data packet; judging whether the access number corresponding to each abnormal data packet is in a call; if in a call, treating the abnormal data packet in the monitoring queue corresponding to the access number in the call as a data packet to be updated, and replacing the start time in the data packet to be updated with the obtained current time; if not in a call, performing abnormal handling on the access number corresponding to the access number data packet not in a call.

[0152] This embodiment implements access number exception processing without manual intervention based on access number data packets in the monitoring queue, thereby improving the timeliness of access number fault recovery.

[0153] An embodiment of the present application also provides a computer-readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, an access number exception processing method is implemented, including the steps of: using a preset time interval to scan each access number data packet in a preset monitoring queue, and obtaining the interval time between the start time of use in each scanned access number data packet and the start time of this round of scanning, and judging whether the interval time is greater than a first preset time; treating each access number data packet whose interval time is greater than the first preset time as an abnormal data packet; judging whether the access number corresponding to each abnormal data packet is in a call; if in a call, treating the abnormal data packet in the monitoring queue corresponding to the access number in the call as a data packet to be updated, and replacing the start time in the data packet to be updated with the obtained current time; if not in a call, performing exception processing on the access number corresponding to the access number data packet that is not in a call.

[0154] The access number exception handling method implemented above realizes access number exception handling without manual intervention based on the access number data packets in the monitoring queue, thereby improving the timeliness of access number fault recovery.

[0155] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media provided in the present application and used in the embodiments can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double-speed data rate SDRAM (SSRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM).

[0156] It should be noted that, in this article, the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, device, article or method including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, device, article or method. In the absence of further restrictions, an element defined by the sentence "includes a ..." does not exclude the existence of other identical elements in the process, device, article or method including the element.

[0157] The above description is only a preferred embodiment of the present application, and does not limit the patent scope of the present application. Any equivalent structure or equivalent process transformation made using the contents of the present application specification and drawings, or directly or indirectly applied in other related technical fields, are also included in the patent protection scope of the present application.

Claims

1. A method for handling exceptions of access numbers, characterized in that: The method comprises: Scan each access number data packet in the preset monitoring queue at a preset time interval, and obtain the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determine whether the interval is greater than a first preset time; Treat each access number data packet whose interval duration is longer than the first preset duration as an abnormal data packet; Determine whether the access number corresponding to each of the abnormal data packets is in a call; If the call is in progress, the abnormal data packet corresponding to the access number in the call in the monitoring queue is used as the data packet to be updated, and the current time obtained is used to replace the start time of use in the data packet to be updated; If the call is not in progress, performing exception processing on the access number corresponding to the access number data packet that is not in progress; The step of performing exception processing on the access number corresponding to the access number data packet that is not in a call includes: The access number corresponding to the access number data packet that is not in a call is used as the abnormal access number to be analyzed; Searching for a sub-health indicator from the access number information corresponding to the abnormal access number to be analyzed; If the sub-health identifier is not found, the abnormal access number to be analyzed is automatically put back online, and the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed; If the sub-health identifier is found, the abnormal access number to be analyzed will be taken offline, and a failed offline warning will be sent to a manual online terminal based on the abnormal access number to be analyzed, wherein the manual online terminal is used to obtain an online signal input by the user based on the failed offline warning, and re-online the abnormal access number to be analyzed based on the online signal.

2. The access number exception handling method according to claim 1, characterized in that: Before the step of scanning each access number data packet in the preset monitoring queue at a preset time interval, the method further includes: Acquire an access number use start signal sent by the telephone end, wherein the access number use start signal carries an access number identifier to be processed; Searching for a sub-health identifier from the access number information corresponding to the access number identifier to be processed; If the search is successful, the access number data packet is generated according to the sub-health identifier, the generation time of the access number use start signal and the access number identifier to be processed; If the search fails, generating the access number data packet according to the generation time of the access number use start signal and the access number identifier to be processed; Adding the generated access number data packet to the tail of the monitoring queue; Acquire an access number use end signal sent by the telephone end, wherein the access number use end signal carries an access number identifier to be analyzed; The access number data packet corresponding to the access number identifier to be analyzed is removed from the monitoring queue, and the sub-health identifier in the access number information corresponding to the access number identifier to be analyzed is removed.

3. The access number exception handling method according to claim 1, characterized in that: The step of determining whether the access number corresponding to each of the abnormal data packets is in a call includes: Sending the access number identifier corresponding to the abnormal data packet to the agent end, and obtaining the agent call status sent by the agent end according to the access number identifier corresponding to the abnormal data packet; When the agent call status is in call, the access number corresponding to the agent call status in call is determined to be in call, otherwise, the access number corresponding to the agent call status in call is determined to be not in call.

4. The access number exception handling method according to claim 1, characterized in that: The step of offline processing of the abnormal access number to be analyzed also includes: The abnormal access number to be analyzed is offline processed, and the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed are used as associated data to update the online failure attempt list; Within a second preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a first preset number; If the number of attempts is greater than the first preset number, the state of the online attempt strategy is set to unavailable, and an online attempt strategy failure reminder signal is sent according to the online attempt strategy; If it is not greater than the first preset number, within a third preset time closest to the current time, determine whether the number of occurrences of the abnormal access number to be analyzed in the list of failed online attempts is greater than a second preset number, wherein the third preset time is greater than the second preset time; If it is greater than the second preset number of times, the state of the online attempt strategy is set to unavailable, an online attempt strategy failure reminder signal is sent according to the online attempt strategy, and the scanning of the monitoring queue is ended.

5. The access number exception handling method according to claim 1, characterized in that: The step of automatically re-online processing the abnormal access number to be analyzed and adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed includes: Within a fourth preset time period closest to the current time, determining whether the number of occurrences of the abnormal access number to be analyzed in the sub-health status list is greater than a third preset number; If it is greater than the third preset number, the abnormal access number to be analyzed is offline processed, and a status mark over-limit offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed, wherein the manual online terminal is further used to obtain an online signal input by the user according to the status mark over-limit offline warning, and re-online the abnormal access number to be analyzed according to the online signal; If it is not greater than the third preset number of times, the abnormal access number to be analyzed will be automatically put back online, the sub-health identifier will be added to the access number information corresponding to the abnormal access number to be analyzed, and the current time and the access number identifier corresponding to the abnormal access number to be analyzed will be obtained as associated data to update the sub-health status list.

6. The access number exception handling method according to claim 5, characterized in that: The step of automatically re-online processing the abnormal access number to be analyzed, adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and updating the sub-health status list by using the acquired current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data includes: Obtain an online attempt strategy, and determine whether the online attempt strategy is in a state of being available; If it is available, sending initialization requests to the phone end and the agent end respectively according to the abnormal access number to be analyzed, obtaining a phone end initialization success signal sent by the phone end according to the initialization request, obtaining an agent end initialization success signal sent by the agent end according to the initialization request, and updating the online tag in the access number information corresponding to the abnormal access number to be analyzed to online in response to the phone end initialization success signal and the agent end initialization success signal, adding the sub-health identifier to the access number information corresponding to the abnormal access number to be analyzed, and updating the sub-health status list using the obtained current time and the access number identifier corresponding to the abnormal access number to be analyzed as associated data; If it is unavailable, the abnormal access number to be analyzed is offline processed, and the failed offline warning is sent to the manual online terminal according to the abnormal access number to be analyzed.

7. An access number exception processing device, characterized in that: The device comprises: A scanning module, configured to scan each access number data packet in a preset monitoring queue at a preset time interval, and obtain the interval between the start time of use in each scanned access number data packet and the start time of the current round of scanning, and determine whether the interval is greater than a first preset time; An abnormal data packet determining module, configured to treat each access number data packet whose interval duration is greater than the first preset duration as an abnormal data packet; A judging module, used for judging whether the access number corresponding to each abnormal data packet is in a call; A first processing module is used for, if the call is in progress, taking the abnormal data packet in the monitoring queue corresponding to the access number in the call as the data packet to be updated, and replacing the start time of use in the data packet to be updated with the acquired current time; A second processing module, configured to perform exception processing on the access number corresponding to the access number data packet that is not in a call if the call is not in progress; The step of performing exception processing on the access number corresponding to the access number data packet that is not in a call includes: The access number corresponding to the access number data packet that is not in a call is used as the abnormal access number to be analyzed; Searching for a sub-health indicator from the access number information corresponding to the abnormal access number to be analyzed; If the sub-health identifier is not found, the abnormal access number to be analyzed is automatically put back online, and the sub-health identifier is added to the access number information corresponding to the abnormal access number to be analyzed; If the sub-health identifier is found, the abnormal access number to be analyzed will be taken offline, and a failed offline warning will be sent to a manual online terminal based on the abnormal access number to be analyzed, wherein the manual online terminal is used to obtain an online signal input by the user based on the failed offline warning, and re-online the abnormal access number to be analyzed based on the online signal.

8. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 6 are implemented.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 6 are implemented.

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