Complaint work order information query method, device, electronic device, and storage medium

Abstract

The present application provides a method, device, electronic device, and storage medium for querying complaint work order information. The method includes: obtaining a voice complaint work order to be processed; extracting information from the voice complaint work order, wherein the information in the voice complaint work order includes at least information about the calling party and information about the final called party; inputting the information in the voice complaint work order into a query system to obtain interaction information between the calling party and the final called party, wherein the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message; and sending the interaction information to a voice complaint work order processing system. The method of the present application can reduce the cost of voice complaint processing and improve the processing efficiency of voice complaints.

Description

Technical Field

[0001] The present application relates to mobile communication technology, and in particular to a method, device, electronic device, and storage medium for querying complaint work order information. Background Art

[0002] Network operation and maintenance refers to the production organization and management activities taken to ensure the normal, safe and effective operation of telecommunications networks and services. There are many daily repetitive maintenance tasks in network operation and maintenance, which require operation and maintenance personnel to switch back and forth between various systems, platforms, applications and databases to carry out data transfer. Manual operation of network operation and maintenance not only requires a lot of time and manpower, but also consumes high operation and maintenance costs, resulting in low work efficiency and making it difficult to meet the development goals of efficient network operation and maintenance.

[0003] The handling of voice complaints (abnormal voice services) is one of the more frequent and repetitive tasks in network operation and maintenance. In the process of voice complaint handling, operation and maintenance personnel need to extract and analyze the underlying signaling data. When extracting and analyzing the underlying signaling data, it is necessary to query different signaling systems, which is complicated, has a long waiting time and too many uncertain factors, and consumes a lot of manpower time.

[0004] How to reduce the cost of voice complaint handling and improve the efficiency of voice complaint handling is an issue that network operation and maintenance urgently needs to solve. Summary of the invention

[0005] The present application provides a complaint work order information query method, device, electronic device, and storage medium to reduce the cost of voice complaint processing and improve the processing efficiency of voice complaints.

[0006] On the one hand, the present application provides a method for querying complaint work order information, including:

[0007] Get pending voice complaint tickets;

[0008] Extracting information from the voice complaint worksheet, where the information in the voice complaint worksheet at least includes information about the calling party and information about the final called party;

[0009] Input the information in the voice complaint work order into a query system to obtain interaction information between the calling party and the final called party, wherein the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message;

[0010] The interaction information is sent to the voice complaint work order processing system.

[0011] Optionally, the method further includes:

[0012] Acquire a first piece of call information in the interaction information, where the first piece of call information includes first calling party information and first called party information;

[0013] Determine source information of the first call information according to the information of the final called party and the first call information, wherein the source information of the first call information at least includes: source device information, source location information and source belonging information;

[0014] The source information of the first call information is sent to the voice complaint work order processing system.

[0015] Optionally, determining source information of the first piece of call information according to information of the final called party and the first piece of call information includes:

[0016] comparing the information of the final called party with the information of the first called party;

[0017] When the information of the final called object is the same as the information of the first called object, determining the source device information of the first call information according to the information of the first calling object and the information of the first called object;

[0018] According to the source device information of the first piece of call information, the source location information and source belonging information of the first piece of call information are determined.

[0019] Optionally, the method further includes:

[0020] When the information of the final called party is different from the information of the first called party, determining that the call information is call forwarding information;

[0021] Acquire a second piece of call information in the interaction information, where the second piece of call information includes second calling party information and second called party information;

[0022] After the first called object information is updated to the second called object information, the process returns to the step of comparing the final called object information with the first called object information until the source information of each call information in the interactive information is determined.

[0023] Optionally, the information in the voice complaint worksheet further includes a business type, and the step of inputting the information in the voice complaint worksheet into the query system includes:

[0024] Determine a query system for the information in the voice complaint work order according to the business type;

[0025] The information in the voice complaint work order is input into the query system.

[0026] Optionally, inputting the information in the voice complaint work order into the query system includes:

[0027] Obtaining the query data format corresponding to the query system;

[0028] After the format of the information in the voice complaint worksheet is converted into the query data format, the information in the voice complaint worksheet is input into the query system.

[0029] Optionally, the information in the voice complaint worksheet also includes a business time point, and the step of inputting the information in the voice complaint worksheet into a query system to obtain the interaction information between the calling party and the final called party includes:

[0030] The information in the voice complaint work order is input into the query system to obtain the interaction information between the calling party and the final called party within a preset time period; the preset time period is a time period obtained by taking the business time point as the starting time point, adding a preset time length to the starting time point, and subtracting the preset time length from the starting time point.

[0031] Optionally, inputting the information in the voice complaint work order into a query system to obtain the interaction information between the calling party and the final called party includes:

[0032] Inputting the information in the voice complaint work order into a query system to obtain a plurality of pieces of interaction information to be screened between the calling party and the final called party;

[0033] Acquire the time of each piece of interaction information to be screened among the plurality of pieces of interaction information to be screened;

[0034] Obtain the time in the voice complaint ticket;

[0035] The interactive information with the smallest difference between the time in the multiple interactive information to be screened and the time in the voice complaint work order is screened out as the interactive information between the calling object and the final called object.

[0036] Optionally, obtaining a voice complaint work order to be processed includes:

[0037] Get the username and password from the configuration file;

[0038] Log into the work order system with the username and password;

[0039] The voice complaint work orders in the work order system are cyclically queried according to the work order query time in the configuration file, and the voice complaint work orders to be processed are obtained.

[0040] On the other hand, the present application provides a voice complaint work order information query device, comprising:

[0041] The acquisition module is used to obtain the voice complaint tickets to be processed;

[0042] An information extraction module, used to extract information from the voice complaint worksheet, wherein the information in the voice complaint worksheet at least includes information of the calling party and information of the final called party;

[0043] A query module, used for inputting the information in the voice complaint work order into a query system to obtain the interaction information between the calling party and the final called party, wherein the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message;

[0044] The sending module is used to send the interaction information to the voice complaint work order processing system.

[0045] On the other hand, the present application provides an electronic device, comprising: a processor, and a memory communicatively connected to the processor;

[0046] The memory stores computer-executable instructions;

[0047] The processor executes the computer-executable instructions stored in the memory to implement the voice complaint work order information query method as described in the first aspect.

[0048] On the other hand, the present application provides a computer-readable storage medium, in which computer execution instructions are stored. When the instructions are executed, the computer executes the voice complaint work order information query method as described in the first aspect.

[0049] On the other hand, the present application provides a computer program product, including a computer program, which, when executed by a processor, implements the voice complaint work order information query method as described in the first aspect.

[0050] The voice complaint work order information query method provided in the present application includes obtaining a voice complaint work order to be processed; extracting information in the voice complaint work order, wherein the information in the voice complaint work order at least includes information of the calling party and information of the final called party; inputting the information in the voice complaint work order into a query system to obtain interaction information between the calling party and the final called party, wherein the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message; and sending the interaction information to a voice complaint work order processing system.

[0051] That is, after obtaining the voice complaint work order to be processed, the information in the voice complaint work order is input into the query system to obtain the interaction information between the calling party and the final called party involved in the voice complaint work order, and the interaction information is sent to the voice complaint work order information query system, and the voice complaint operation and maintenance personnel directly use the interaction information to determine the abnormality in the interaction information. Therefore, in the voice complaint processing, the operation and maintenance personnel no longer need to extract the underlying signaling data, but directly complete the data extraction by the computer, reducing labor costs and time costs. Therefore, the method provided by the present application can reduce the cost of voice complaint processing and improve the processing efficiency of voice complaints. BRIEF DESCRIPTION OF THE DRAWINGS

[0052] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and, together with the description, serve to explain the principles of the present disclosure.

[0053] Figure 1 A schematic diagram of an application scenario of the complaint work order information query method provided in this application;

[0054] Figure 2 A flowchart of a method for querying complaint ticket information provided by an embodiment of the present application;

[0055] Figure 3 Another flowchart of a method for querying complaint ticket information provided by an embodiment of the present application;

[0056] Figure 4 Another flowchart of a method for querying complaint ticket information provided by an embodiment of the present application;

[0057] Figure 5 A schematic diagram of a complaint ticket information query device provided for an embodiment of the present application;

[0058] Figure 6 A schematic diagram of an electronic device provided for one embodiment of the present application.

[0059] The above drawings show clear embodiments of the present disclosure, which will be described in more detail below. These drawings and text descriptions are not intended to limit the scope of the present disclosure in any way, but to illustrate the concepts of the present disclosure to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0060] Exemplary embodiments will be described in detail herein, examples of which are shown in the accompanying drawings. When the following description refers to the drawings, the same numbers in different drawings represent the same or similar elements unless otherwise indicated. The embodiments described in the following exemplary embodiments do not represent all embodiments consistent with the present disclosure. Instead, they are merely examples of devices and methods consistent with some aspects of the present disclosure as detailed in the appended claims.

[0061] Network operation and maintenance refers to the production organization and management activities taken to ensure the normal, safe and effective operation of telecommunications networks and services. There are many daily repetitive maintenance tasks in network operation and maintenance, which require operation and maintenance personnel to switch back and forth between various systems, platforms, applications and databases to carry out data transfer. Manual operation of network operation and maintenance not only requires a lot of time and manpower, but also consumes high operation and maintenance costs, resulting in low work efficiency and making it difficult to meet the development goals of efficient network operation and maintenance.

[0062] The handling of voice complaints (voice service anomalies) is one of the more frequent and repetitive tasks in network operation and maintenance. In the process of voice complaint handling, operation and maintenance personnel need to extract and analyze the underlying signaling data. When extracting and analyzing the underlying signaling data, it is necessary to extract the basic signaling data across different signaling query systems. Because each signaling system has different operating procedures and result styles, manual query will take a lot of time. Therefore, the extraction of basic signaling data has complex processes, long waiting times, too many uncertain factors, and high labor costs. In addition, the manual processing method cannot guarantee a quick response to the complaint ticket in the first place, which increases the processing time of the entire voice complaint and reduces the processing efficiency of voice complaints.

[0063] In summary, the present application provides a complaint work order information query method, device, electronic device, and storage medium. After obtaining the voice complaint work order to be processed, the complaint work order information query method inputs the information in the voice complaint work order into the query system, obtains the interaction information between the calling party and the final called party involved in the voice complaint work order, and sends the interaction information to the voice complaint work order information query system, and the operation and maintenance personnel of the voice complaint directly use the interaction information to determine the abnormality in the interaction information. Therefore, in the voice complaint processing, the operation and maintenance personnel no longer need to extract the underlying signaling data, but directly complete the data extraction by the computer, reducing labor costs and time costs. Therefore, the method provided by the present application can reduce the cost of voice complaint processing and improve the processing efficiency of voice complaints.

[0064] The complaint work order information query method provided in the present application is applied to electronic devices, such as computers, backend dedicated servers, etc. Figure 1An application diagram of the complaint work order information query method provided in the present application. In the diagram, the electronic device obtains a voice complaint work order, extracts the information in the voice complaint work order, and then inputs the information in the voice complaint work order into a query system to obtain the interaction information between the calling party and the final called party, and then sends the interaction information to the voice complaint work order processing system.

[0065] See also Figure 2 The first embodiment of the present application provides a method for querying complaint ticket information, comprising:

[0066] S210, obtaining a voice complaint work order to be processed.

[0067] When a staff member or user feels that a voice service is abnormal, a voice complaint ticket for the voice service is generated and uploaded to the ticket system. Voice service mainly refers to voice call service, such as making a phone call.

[0068] Correspondingly, the electronic device is provided with a complaint form monitoring module, which obtains the user name and password in the configuration file, and then logs into the work order system (the work order system is used to record complaint work orders) with the user name and password. The electronic device then uses the work order query time in the configuration file to cyclically query the voice complaint work orders in the work order system, and obtains the voice complaint work orders to be processed.

[0069] Specifically, the complaint ticket monitoring module scans the work order system in real time to determine whether there is a new complaint ticket. If there is a new complaint ticket, after determining that the new complaint ticket is a voice complaint ticket, the voice complaint ticket is marked as a voice complaint ticket to be processed.

[0070] When determining whether there are new complaint tickets, the electronic device needs to read the username and password in the configuration file (the username and password are configured in advance and written into the configuration file) and log in to the work order system. The electronic device then cyclically queries the work order system for new complaint tickets at the time granularity configured in the configuration file. The time granularity can be understood as the query time, and the time granularity can also be replaced by the query frequency.

[0071] When there is a new complaint work order in the work order system, the electronic device determines whether the new complaint work order is a voice complaint work order. Specifically, first obtain the subject of the new complaint work order, and then determine whether the subject of the new complaint work order contains the "voice complaint" field. If the subject of the new complaint work order contains the "voice complaint" field, it is determined that the new complaint work order is a voice complaint work order. If the subject of the new complaint work order does not contain the "voice complaint" field, the number of the new complaint work order is recorded for other processing.

[0072] Before uploading the voice complaint worksheet to the electronic device, the staff or user needs to fill in the voice complaint worksheet with information used to query the specific interactive information of the voice service. The information in the voice complaint worksheet can be filled in according to the actual voice interactive service to be complained and queried, which is not limited in this embodiment.

[0073] S220, extracting information from the voice complaint worksheet, where the information from the voice complaint worksheet at least includes information about the calling party and information about the final called party.

[0074] After determining that the newly added complaint ticket is a voice complaint ticket and obtaining the pending voice complaint ticket, enter the details page of the voice complaint ticket to parse and extract the information in the voice complaint ticket. The information in the voice complaint ticket includes, for example, the type of voice service complained by the complainant, the information of the calling party, the information of the final called party, the start time point and the end time point of the voice service, etc.

[0075] The information of the calling party includes, for example, the identity information of the calling party (the identity information includes, for example, name, ID number, age, etc.), the phone number of the calling party, the region to which the phone number of the calling party belongs, etc. The information of the final called party includes, for example, the identity information of the final called party (name, ID number, age, etc.), the phone number of the final called party, the region to which the phone number of the final called party belongs, etc.

[0076] Optionally, if the information in the voice complaint ticket cannot be extracted, or an abnormality occurs when extracting the information in the voice complaint ticket, the information of the voice complaint ticket is sent via email to the operation and maintenance personnel for manual processing.

[0077] S230, input the information in the voice complaint work order into the query system to obtain the interaction information between the calling party and the final called party, and the interaction information at least includes one sub-interaction message and one message type of the sub-interaction message.

[0078] After successfully extracting the information in the voice complaint work order, the electronic device calls a signaling query module to query the information of the voice service specified by the voice complaint work order.

[0079] Specifically, first log in to the corresponding query system according to the information in the voice complaint work order (for example, the type of voice service complained about). Figure 3As shown, the query system is, for example, a fixed network signaling query system and a mobile network signaling query system. The fixed network voice service type corresponds to the fixed network signaling query system, and the mobile network voice service type corresponds to the mobile network signaling query system. If the information in the voice complaint work order does not include the type of voice service complained about, then a query is performed in all query systems, for example, in both the fixed network signaling query system and the mobile network signaling query system.

[0080] In an optional embodiment, the information in the voice complaint ticket also includes a business time point, and the information in the voice complaint ticket is input into the query system, and the interaction information obtained is the interaction information between the calling party and the final called party within a preset time period. The preset time period is a time period obtained by taking the business time point as the starting time point, adding a preset time length to the starting time point, and subtracting the preset time length from the starting time point.

[0081] For example Figure 3 As shown, in an optional embodiment, 30 minutes may be subtracted from the business time point as the start time of the query, and 30 minutes may be added as the end time of the query, with the start time to the end time being the preset time period.

[0082] Optional, such as Figure 3 As shown, before the information in the voice complaint work order is input into the query system, the calling number and the called number in the information in the voice complaint work order need to be processed. During the processing, the "+", "0", "00", "86" at the beginning of the calling number and the called number are deleted, and "*" is added. The calling number and the called number are processed to make the information in the voice complaint work order more suitable for the query format of the query system.

[0083] Furthermore, in an optional embodiment, after determining the query system, it is necessary to first obtain the query data format corresponding to the query system, and then convert the format of the information in the voice complaint work order into the query data format, and then input the information in the voice complaint work order into the query system. The traditional method is to manually convert the format of the information in the work order according to the query data format corresponding to the query system. In this embodiment, the electronic device replaces manual conversion of the information format, which reduces labor costs and improves the query efficiency of the voice complaint work order.

[0084] After the query system performs a query, the interaction information between the calling object and the final called object can be obtained. The interaction information can be understood as the call record between the calling object and the final called object. The call record includes the number of calls, the call start time, the call end time, the call duration, etc. of each call. The sub-interaction information refers to a more specific call record, such as the number of calls and the call duration in a certain period of time. The message type of the sub-interaction information is, for example, the call number type, the call time type, etc.

[0085] like Figure 3 As shown, in an optional embodiment, when multiple pieces of interaction information to be screened (i.e., multiple pieces of interaction information or sub-interaction information) are obtained between the calling object and the final called object, the interaction information or sub-interaction information whose time point is closest to the time point in the voice complaint work order is selected. Specifically, first obtain the time of each piece of interaction information to be screened in the multiple pieces of interaction information to be screened. Obtain the time in the voice complaint work order. Filter out the interaction information with the smallest difference between the time in the multiple pieces of interaction information to be screened and the time in the voice complaint work order, which is the interaction information between the calling object and the final called object.

[0086] S240: Send the interaction information to the voice complaint work order processing system.

[0087] The format of the interactive information is not limited in this embodiment, and can be interactive information in a graphical format, interactive information in a text format, or interactive information in other formats. The interactive information is sent to the voice complaint work order processing system. The staff can log in to the voice complaint work order processing system to see the interactive information and analyze the problem of the voice service based on the interactive information.

[0088] In an optional embodiment, the interaction information may also be directly sent to the mailbox of the relevant maintenance personnel. For example, the information in the voice complaint work order includes the mailbox address of the relevant maintenance personnel. After the interaction information is obtained, the interaction information is sent to the mailbox of the relevant maintenance personnel.

[0089] In an optional embodiment, the obtained interaction information exists in the form of a screenshot, that is, the interaction information exists in the form of a picture file. Optionally, the interaction information can be recorded in an EXCEL file, and then the EXCEL file is sent to the voice complaint work order processing system or the mailbox of the relevant maintenance personnel.

[0090] The main purpose of this embodiment is to query the interaction information more quickly and finally provide the interaction information to the staff. How to analyze the voice service according to the interaction information is not the main purpose of this embodiment, so it will not be described here.

[0091] In summary, the voice complaint work order information query method provided in this embodiment includes obtaining a voice complaint work order to be processed; extracting information in the voice complaint work order, the information in the voice complaint work order at least includes information of the calling party and information of the final called party; inputting the information in the voice complaint work order into the query system to obtain interaction information between the calling party and the final called party, the interaction information at least includes one sub-interaction message and a message type of the sub-interaction message; and sending the interaction information to the voice complaint work order processing system.

[0092] That is, after obtaining the voice complaint work order to be processed, the information in the voice complaint work order is input into the query system to obtain the interaction information between the calling party and the final called party involved in the voice complaint work order, and the interaction information is sent to the voice complaint work order information query system, and the voice complaint operation and maintenance personnel directly use the interaction information to determine the abnormality in the interaction information. Therefore, in the voice complaint processing, the operation and maintenance personnel no longer need to extract the underlying signaling data, but directly complete the data extraction by the computer, reducing labor costs and time costs. Therefore, the method provided by the present application can reduce the cost of voice complaint processing and improve the processing efficiency of voice complaints.

[0093] See also Figure 4 , Embodiment 2 of the present application provides a method for querying complaint work order information, which is further described on the basis of Embodiment 1. Specifically, after obtaining the interaction information between the calling object and the final called object, the method for querying complaint work order information further includes:

[0094] S410: Acquire a first piece of call information in the interaction information, where the first piece of call information includes first calling party information and first called party information.

[0095] The first call information refers to the first call information between a calling object and a final called object. The calling object in the first call information is the first calling object, and the called object in the first call information is the first called object.

[0096] It should be noted that the first calling object information and the first called object information described here are obtained from the first call information, which is the object information in the actual call, not the calling object information and the final called object information in the voice complaint work order.

[0097] S420, determining source information of the first call information according to the information of the final called party and the first call information, wherein the source information of the first call information at least includes: source device information, source location information and source affiliation information.

[0098] The source information of the first call information includes at least source device information, source location information and source belonging information. Among them, the source device information is such as the information of the mobile phone smart card (Subscriber Identification Module, referred to as SIM card) in the mobile phone, the source location information is such as the province or other provinces, and the source belonging information is such as the business of this operator or the business of other operators. According to the source device information, the source location information and the source belonging information can be determined. For example, the source location information is the registration location information of the SIM card, and the source belonging information is the business of this operator or the business of other operators determined according to the operator to which the SIM card belongs.

[0099] Optionally, compare the information of the final called object with the information of the first called object. When the information of the final called object is the same as the information of the first called object, determine that the first call information is not call forwarding information. Then, based on the first calling object information and the first called object information, the source device information of the first call information can be determined. The source device information of the first call information includes the device information of the first calling object information and the device information of the first called object information. Then, based on the source device information of the first call information, determine the source location information and source belonging information of the first call information.

[0100] When the information of the final called party is different from the information of the first called party, it is determined that the first call information is call forwarding information. In addition to obtaining the source device information of the calling party information and the source device information of the final called party information, it is also necessary to obtain the information of the call forwarding device. When obtaining the information of the forwarding device, the source device information can be determined according to the first called party information to obtain the information of the forwarding device.

[0101] When obtaining the source device information of the final called object information, it is necessary to obtain the second call information in the interactive information, and the second call information includes the second calling object information and the second called object information. After updating the first called object information to the second called object information, return to the execution step of comparing the final called object information with the first called object information until the source information of each call information in the interactive information is determined. At this time, when the final called object information in the voice complaint work order is the same as the first called object information, the source device information of the corresponding call information can be determined based on the first called object information.

[0102] The method described in step S420 is executed repeatedly until the source device information of each call message in the interactive information is determined, and the source location information and source belonging information of each call message are determined according to the source device information of each call message.

[0103] It should be noted that the second call information is the next call information of the first call information, and similarly, the third call information is the next call information of the second call information. If there are three call information in the interactive information, and the called party of the third call information is not the same as the final called party, the source device information to be obtained includes the source device information determined based on the first call information, the source device information determined based on the second call information, and the source device information determined based on the third call information.

[0104] For example, the calling party in the voice complaint work order is A, and the final called party is B, but in the first call information, the calling party is A, and the called party is C. If the called party in the first call information is different from the final called party in the voice complaint work order, it means that the call has been transferred, and at this time, it is also necessary to obtain the information of the call transfer device (the source device information of the called party C).

[0105] S430: Send the source information of the first call information to the voice complaint work order processing system.

[0106] After determining the source information of each call message, the source device information of each call message is sent to the voice complaint work order processing system.

[0107] The format of the source information is not limited in this embodiment, and can be source information in a graphic format, source information in a text format, or source information in another format. The source information is sent to the voice complaint work order processing system. The staff can log in to the voice complaint work order processing system to see the source information and analyze the problem of the voice service based on the source information.

[0108] Optionally, the source information may also be directly sent to the mailbox of the relevant maintenance personnel. For example, the information in the voice complaint ticket includes the mailbox address of the relevant maintenance personnel. After the source information is obtained, the source information is sent to the mailbox of the relevant maintenance personnel.

[0109] Optionally, the source information obtained exists in the form of a screenshot, that is, the source information exists in the form of a picture file. Optionally, the source information can be recorded in an EXCEL file, and then the EXCEL file is sent to the voice complaint work order processing system or the mailbox of the relevant maintenance personnel.

[0110] The main purpose of this embodiment is to query the source information more quickly and finally provide the source information to the staff. How to analyze the voice service based on the source information is not the main purpose of this embodiment, so it will not be repeated here.

[0111] In summary, the method provided in this embodiment further describes how to obtain the source information of the call information in the interactive information based on the first embodiment. When obtaining the source information of the call information in the interactive information, it is determined whether there is a call forwarding device when the call information is interacted. If there is a call forwarding device, it is also necessary to obtain the information of the call forwarding device, and determine the corresponding source location information and source belonging information according to the information of the call forwarding device.

[0112] See also Figure 5 The third embodiment of the present application provides a voice complaint work order information query device 10, comprising:

[0113] The acquisition module 11 is used to obtain the voice complaint work order to be processed.

[0114] The information extraction module 12 is used to extract information in the voice complaint worksheet, where the information in the voice complaint worksheet at least includes information of the calling party and information of the final called party.

[0115] The query module 13 is used to input the information in the voice complaint ticket into the query system to obtain the interaction information between the calling party and the final called party, and the interaction information at least includes one sub-interaction message and one message type of the sub-interaction message.

[0116] The sending module 14 is used to send the interaction information to the voice complaint work order processing system.

[0117] The acquisition module 11 is further configured to acquire a first piece of call information in the interaction information, where the first piece of call information includes first calling party information and first called party information.

[0118] The information extraction module 12 is further used to determine the source information of the first call information according to the information of the final called party and the first call information. The source information of the first call information at least includes: source device information, source location information and source affiliation information.

[0119] The sending module 14 is also used to send the source information of the first call information to the voice complaint work order processing system.

[0120] The information extraction module 12 is specifically used to compare the information of the final called object with the information of the first called object; when the information of the final called object is the same as the information of the first called object, determine the source device information of the first call information according to the first calling object information and the first called object information; determine the source location information and source belonging information of the call information according to the source device information of the call information.

[0121] The information extraction module 12 is also used to determine that the call information is call forwarding information when the information of the final called object is different from the information of the first called object; obtain the second call information in the interactive information, and the second call information includes the second calling object information and the second called object information; after updating the first called object information to the second called object information, return to the execution step of comparing the information of the final called object with the information of the first called object until the source information of each call information in the interactive information is determined.

[0122] The information in the voice complaint worksheet also includes the business type. The query module 13 is specifically used to determine the query system for the information in the voice complaint worksheet according to the business type; and input the information in the voice complaint worksheet into the query system.

[0123] The query module 13 is specifically used to obtain the query data format corresponding to the query system; after converting the format of the information in the voice complaint work order into the query data format, the information in the voice complaint work order is input into the query system.

[0124] The information in the voice complaint work order also includes the business time point. The query module 13 is specifically used to input the information in the voice complaint work order into the query system to obtain the interaction information between the calling party and the final called party within a preset time period; the preset time period is a time period obtained by taking the business time point as the starting time point, adding a preset time length to the starting time point, and subtracting the preset time length from the starting time point.

[0125] The query module 13 is specifically used to input the information in the voice complaint work order into the query system to obtain multiple pieces of interaction information to be screened between the calling party and the final called party; obtain the time of each piece of interaction information to be screened in the multiple pieces of interaction information to be screened; obtain the time in the voice complaint work order; and screen out the interaction information with the smallest difference between the time in the multiple pieces of interaction information to be screened and the time in the voice complaint work order, which is the interaction information between the calling party and the final called party.

[0126] The acquisition module 11 is specifically used to obtain the user name and password in the configuration file; log in to the work order system with the user name and password; cyclically query the voice complaint work orders in the work order system based on the work order query time in the configuration file, and obtain the voice complaint work orders to be processed.

[0127] See also Figure 6An embodiment of the present application further provides an electronic device 20, which includes a processor 21 and a memory 22 in communication with the processor. The memory 22 stores computer-executable instructions. The processor 21 executes the computer-executable instructions stored in the memory to implement the voice complaint work order information query method provided in any of the above embodiments.

[0128] An embodiment of the present application also provides a computer-readable storage medium, which stores computer execution instructions. When the instructions are executed, the computer executes the voice complaint work order information query method provided in any of the above embodiments.

[0129] An embodiment of the present application also provides a computer program product, including a computer program, which, when executed by a processor, implements a voice complaint work order information query method as provided in any of the above embodiments.

[0130] It should be noted that the computer-readable storage medium may be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), a magnetic random access memory (FRAM), a flash memory, a magnetic surface memory, an optical disk, or a compact disc read-only memory (CD-ROM), etc. It may also be various electronic devices including one or any combination of the above memories, such as mobile phones, computers, tablet devices, personal digital assistants, etc.

[0131] 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, method, article or device 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, method, article or device. In the absence of further restrictions, an element defined by the sentence "comprises a ..." does not exclude the existence of other identical elements in the process, method, article or device including the element.

[0132] The serial numbers of the above-mentioned embodiments of the present application are for description only and do not represent the advantages or disadvantages of the embodiments.

[0133] Through the description of the above implementation methods, those skilled in the art can clearly understand that the above-mentioned embodiment methods can be implemented by means of software plus a necessary general hardware platform, and of course, by hardware, but in many cases the former is a better implementation method. Based on such an understanding, the technical solution of the present application, or the part that contributes to the prior art, can be embodied in the form of a software product, which is stored in a storage medium (such as ROM / RAM, a magnetic disk, or an optical disk), and includes a number of instructions for a terminal device (which can be a mobile phone, a computer, a server, an air conditioner, or a network device, etc.) to execute the methods described in each embodiment of the present application.

[0134] The present application is described with reference to the flowcharts and / or block diagrams of the methods, devices (systems), and computer program products according to the embodiments of the present application. It should be understood that each process and / or box in the flowchart and / or block diagram, as well as the combination of the processes and / or boxes in the flowchart and / or block diagram, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, an embedded processor, or other programmable data processing device to generate a machine, so that the instructions executed by the processor of the computer or other programmable data processing device generate instructions for implementing the processes in the flowchart and / or block diagram. Figure 1 A process or multiple processes and / or boxes Figure 1 A device that provides the functions specified in a block or multiple blocks.

[0135] These computer program instructions may also be stored in a computer-readable memory capable of directing a computer or other programmable data processing device to operate in a specific manner, so that the instructions stored in the computer-readable memory produce an article of manufacture comprising an instruction device, which implements the process Figure 1 A process or multiple processes and / or boxes Figure 1 A function specified in one or more boxes.

[0136] These computer program instructions can also be loaded onto a computer or other programmable data processing device so that a series of operating steps are executed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions for implementing the process. Figure 1 A process or multiple processes and / or boxes Figure 1 The steps for the functions specified in one or more boxes.

[0137] The above are only preferred embodiments of the present application, and are not intended to 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 querying complaint work order information, characterized in that: include: Get pending voice complaint tickets; Extracting information from the voice complaint worksheet, wherein the information in the voice complaint worksheet at least includes information about the calling party and information about the final called party; wherein the information in the voice complaint worksheet includes a service type; Determine a query system for the information in the voice complaint work order according to the business type; obtain a query data format corresponding to the query system; convert the format of the information in the voice complaint work order into the query data format; input the information in the voice complaint work order into the query system to obtain interaction information between the calling object and the final called object, wherein the interaction information is a call record between the calling object and the called object, and the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message; Acquire a first piece of call information in the interaction information, where the first piece of call information includes first calling party information and first called party information; Determine source information of the first call information according to the information of the final called party and the first call information, wherein the source information of the first call information at least includes: source device information, source location information and source belonging information; The source information and interaction information of the first call information are sent to the voice complaint work order processing system.

2. The method according to claim 1, characterized in that Determining source information of the first piece of call information according to the information of the final called party and the first piece of call information, further comprising: comparing the information of the final called party with the information of the first called party; When the information of the final called object is the same as the information of the first called object, determining the source device information of the first call information according to the information of the first calling object and the information of the first called object; According to the source device information of the first piece of call information, the source location information and source belonging information of the first piece of call information are determined.

3. The method according to claim 2, characterized in that The method further comprises: When the information of the final called party is different from the information of the first called party, determining that the call information is call forwarding information; Acquire a second piece of call information in the interaction information, where the second piece of call information includes second calling party information and second called party information; After the first called object information is updated to the second called object information, the process returns to the step of comparing the final called object information with the first called object information until the source information of each call information in the interactive information is determined.

4. The method according to any one of claims 1 to 3, characterized in that: The information in the voice complaint worksheet also includes a business time point. The information in the voice complaint worksheet is input into a query system to obtain the interaction information between the calling party and the final called party, including: The information in the voice complaint work order is input into the query system to obtain the interaction information between the calling party and the final called party within a preset time period; the preset time period is a time period obtained by taking the business time point as the starting time point, adding a preset time length to the starting time point, and subtracting the preset time length from the starting time point.

5. The method according to any one of claims 1 to 3, characterized in that: Input the information in the voice complaint work order into the query system to obtain the interaction information between the calling party and the final called party, including: Inputting the information in the voice complaint work order into a query system to obtain a plurality of pieces of interaction information to be screened between the calling party and the final called party; Acquire the time of each piece of interaction information to be screened among the plurality of pieces of interaction information to be screened; Obtain the time in the voice complaint ticket; The interactive information with the smallest difference between the time in the multiple interactive information to be screened and the time in the voice complaint work order is screened out as the interactive information between the calling object and the final called object.

6. The method according to any one of claims 1 to 3, characterized in that: The obtaining of the voice complaint work order to be processed includes: Get the username and password from the configuration file; Log into the work order system with the username and password; The voice complaint work orders in the work order system are cyclically queried according to the work order query time in the configuration file, and the voice complaint work orders to be processed are obtained.

7. A voice complaint work order information query device, characterized in that: include: The acquisition module is used to obtain the voice complaint tickets to be processed; An information extraction module, used to extract information from the voice complaint worksheet, wherein the information in the voice complaint worksheet at least includes information of the calling party and information of the final called party; wherein the information in the voice complaint worksheet includes a service type; A query module is used to determine a query system for the information in the voice complaint work order according to the business type; obtain a query data format corresponding to the query system; convert the format of the information in the voice complaint work order into the query data format; input the information in the voice complaint work order into the query system to obtain interaction information between the calling object and the final called object, wherein the interaction information is a call record between the calling object and the called object, and the interaction information includes at least one sub-interaction message and a message type of the sub-interaction message; The acquisition module is further used to acquire the first call information in the interaction information, where the first call information includes the first calling party information and the first called party information; The information extraction module is further used to determine the source information of the first call information according to the information of the final called party and the first call information, wherein the source information of the first call information at least includes: source device information, source location information and source belonging information; The sending module is used to send the source information and interaction information of the first call information to the voice complaint work order processing system.

8. An electronic device, characterized in that: include: A processor, and a memory communicatively connected to the processor; The memory stores computer-executable instructions; The processor executes the computer-executable instructions stored in the memory to implement the voice complaint work order information query method as described in any one of claims 1 to 6.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer execution instructions, and when the instructions are executed, the computer executes the voice complaint work order information query method as described in any one of claims 1-6.

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