Outbound call resource processing method, device, computer equipment, storage medium and product

Abstract

The present application relates to the field of resource management technology, and provides an outbound call resource processing method, device, computer equipment, storage medium and product, including: receiving an outbound call request and identifying the type information in the outbound call request; if the type information is a matching type, identifying a control unit from a unit set according to the outbound call request, and setting the header information corresponding to the outbound call request in the control unit as a target header; if the type information is a dynamic type, obtaining the work number information from the agent resource pool, associating the work number information with the agent terminal, and deleting the work number information from the agent resource pool, and setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request; and executing an outbound call operation to an external terminal according to the target header. The present application eliminates the current situation where the resource allocation of the customer service system is unbalanced due to untimely adjustment of the concurrent upper limit, and avoids the situation where the reliability of the customer service system is low due to adjustment errors.

Description

Technical Field

[0001] The present application relates to the field of resource management technology, and in particular to an outbound call resource processing method, device, computer equipment, storage medium and product. Background Art

[0002] With the continuous development of information systems, when enterprises access customer service systems, they will make customized outbound call requirements to the system based on their own business rules to implement the company's outbound call operations.

[0003] For a customer service system connected to multiple enterprises, a method of allocating designated numbers to each enterprise is usually adopted, so that the seat terminals in the enterprise can make outbound calls through the number heads. At the same time, the current customer service system also sets a concurrency upper limit for each number head to avoid the situation where a certain number head is used by too many seat terminals, resulting in excessive consumption of the service bandwidth of the customer service system and the inability to provide normal outbound call services to other enterprises.

[0004] However, the inventors have discovered that the turnover of an enterprise's agents is often quite high. Therefore, the customer service system needs to frequently adjust the concurrent online access of the lines corresponding to each number head according to the turnover of the enterprise's personnel. Not only is it easy for the adjustment to be untimely, resulting in the coexistence of high-load outbound call lines and low-load outbound call lines in the customer service system for a long time, leading to an imbalance in the resource allocation of the customer service system, causing the customer service system to run slowly or even crash, but it is also easy for the management of the customer service system to be very cumbersome due to frequent adjustments, resulting in the customer service system being prone to adjustment errors, and the number head being configured with an incorrect concurrent upper limit, resulting in low reliability of the customer service system. Summary of the invention

[0005] The outbound call resource processing method, device, computer equipment, storage medium and product provided in the present application are used to solve the problem that the resource allocation of the customer service system is unbalanced due to untimely adjustment, causing the customer service system to run slowly or even crash, and the management of the customer service system is very cumbersome due to frequent adjustments, which makes the customer service system prone to adjustment errors and causes low reliability of the customer service system.

[0006] In a first aspect, the present application provides an outbound call resource processing method, which runs in a customer service system, including:

[0007] Receiving an outbound call request sent by an agent terminal, and identifying type information in the outbound call request;

[0008] If the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header;

[0009] If the type information is a dynamic type, obtaining work number information from a preset agent resource pool, associating the work number information with the agent terminal, deleting the work number information from the agent resource pool, and setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request;

[0010] An outbound call operation is performed to an external terminal according to the target number header.

[0011] In the above solution, before receiving the outbound call request sent by the agent terminal, the method further includes:

[0012] A resource pool addition request and organizational structure information sent by an agent terminal are received, and an agent resource pool corresponding to the addition request and a unit set corresponding to the organizational structure information are constructed.

[0013] In the above solution, after setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request, the method further includes:

[0014] Monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; if the terminal status is an idle state or an interrupted state, disassociate the work number information corresponding to the agent terminal in the idle state or the interrupted state from the agent terminal, and recycle the disassociated work number information into the agent resource pool.

[0015] In the above scheme, the step of identifying a control unit from a preset unit set according to the outbound call request, and setting the header information corresponding to the outbound call request in the control unit as a target header, comprises:

[0016] Identifying whether the outbound call request contains a higher-level request;

[0017] If there is the upper request, obtaining the parent control unit of the control unit corresponding to the outbound call request, and setting the header information in the parent control unit as the target header;

[0018] If there is no upper request, the control unit corresponding to the outbound call request in the unit set is set as a to-be-called unit, and the header status process is executed to set the header information with the status information as an idle state as the target header.

[0019] In the above scheme, the step of obtaining the work number information from the preset agent resource pool, associating the work number information with the agent terminal, and deleting the work number information from the agent resource pool includes:

[0020] Determine whether there is work number information in the seat resource pool;

[0021] If yes, then associating the work number information in the agent resource pool with the agent terminal, and deleting the work number information associated with the agent terminal from the agent resource pool;

[0022] If not, a call suspension message is sent to the agent terminal.

[0023] In the above scheme, setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request includes:

[0024] Extracting service information from the outbound call request;

[0025] The resource pool header corresponding to the service information in the agent resource pool is set as the target header of the agent terminal.

[0026] In the above scheme, the performing of an outbound call operation to an external terminal according to the target number header includes:

[0027] Obtaining an outbound call line corresponding to the target number header;

[0028] The outbound call object information in the outbound call request is extracted, a communication connection is established between the outbound call line and an external terminal corresponding to the outbound call object information, and the target number header is sent to the external terminal through the communication connection.

[0029] In the above solution, the step of constructing a seat resource pool corresponding to the newly added request includes:

[0030] Extracting line data from the resource pool addition request, constructing an idle resource pool according to the line data, and creating outbound call lines in the idle resource pool whose number is consistent with the line data;

[0031] Extract resource information from the resource pool addition request, obtain the number of work numbers corresponding to the resource information from a preset resource mapping table, create work number information of the number of work numbers in the vacant resource pool, and convert the vacant resource pool into a work number resource pool;

[0032] Extract the service type in the new request of the resource pool, obtain the header information corresponding to the service type from the preset service mapping table, load the header information into the work number resource pool, and associate the header information with an outbound call line to convert the work number resource pool into an agent resource pool.

[0033] In the above solution, the constructing of a unit set corresponding to the organizational information includes:

[0034] Constructing a control unit table according to the organizational information, and constructing a business type table according to the control unit table and the business information corresponding to the organizational information;

[0035] Acquire the header information corresponding to the service information from the preset service mapping table, create a header table according to the service type table and the header information, and associate the header information in the header table with the preset outbound call line;

[0036] The control unit table, the service type table, the number table and the outbound call line are integrated to form a control unit for the organizational information.

[0037] In the above solution, the monitoring of the terminal status of the agent terminal associated with the work number information in the agent resource pool includes:

[0038] Obtaining the IP address of the agent terminal associated with the work number information in the agent resource pool, and sending a heartbeat message to the IP address;

[0039] When receiving a working feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is a working state;

[0040] When receiving an idle feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is an idle state;

[0041] When the working feedback signal or the idle feedback signal sent by the agent terminal according to the heartbeat message is not received within the preset waiting time, it is determined that the terminal state is an interrupt state.

[0042] In the above solution, after the control unit table, the service type table, the number table and the outbound call line are integrated to form the organizational information, the control unit further includes:

[0043] Identify a parent-child relationship data structure between two or more organizational levels in the organizational information;

[0044] The control units corresponding to the two or more organizational levels are set as target units in turn and the parent-child association process is executed, wherein the execution of the parent-child association process includes: identifying the parent control unit of the target unit according to the parent-child relationship data structure, and writing the control unit number of the parent control unit into the control unit table of the target unit as the parent control unit number of the target unit.

[0045] In a second aspect, the present application provides an outbound call resource processing device, which is installed in a customer service system and includes:

[0046] An input identification module, used to receive an outbound call request sent by an agent terminal and identify type information in the outbound call request;

[0047] A unit header allocation module, used for identifying a control unit from a preset unit set according to the outbound call request when the type information is a matching type, and setting the header information corresponding to the outbound call request in the control unit as a target header;

[0048] a resource pool header allocation module, configured to obtain work number information from a preset agent resource pool when the type information is a dynamic class, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request;

[0049] The outbound call execution module is used to execute an outbound call operation to an external terminal according to the target number header.

[0050] The above scheme also includes:

[0051] The resource pool and unit construction module is used to receive a resource pool addition request and organizational information sent by an agent terminal, construct an agent resource pool corresponding to the addition request, and construct a unit set corresponding to the organizational information.

[0052] The above scheme also includes:

[0053] The work number management module is used to monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; if the terminal status is an idle state or an interrupted state, the association between the work number information corresponding to the agent terminal in the idle state or the interrupted state and the agent terminal is cancelled, and the cancelled work number information is recycled into the agent resource pool.

[0054] In a third aspect, the present application provides a computer device, including: a processor and a memory communicatively connected to the processor;

[0055] The memory stores computer-executable instructions;

[0056] The processor executes the computer-executable instructions stored in the memory to implement the outbound call resource processing method as claimed in claim 1.

[0057] In a fourth aspect, the present application provides a computer-readable storage medium, wherein the computer-readable storage medium stores computer-executable instructions, and when the computer-executable instructions are executed by a processor, they are used to implement the above-mentioned outbound call resource processing method.

[0058] In a fifth aspect, the present application provides a computer program product, including a computer program, which implements the above-mentioned outbound call resource processing method when executed by a processor.

[0059] The outbound call resource processing method, device, computer equipment, storage medium and product provided in the present application determine whether the outbound call request needs to call a unit set or a seat resource pool by identifying the type information of the outbound call request; if the outbound call request is a matching type, it means that the header information and outbound call line that the outbound call request needs to call are pre-set by the manager of the seat terminal according to the organizational information, and are the header information and outbound call lines associated with a limited number of seat terminals in the organization; therefore, the technical effect of providing specified header information and outbound call lines to specific seat terminals is achieved, ensuring the reliability of the outbound call service.

[0060] If the outbound call request is of a dynamic type, it means that the number header information and outbound call lines that need to be called by the outbound call request are a fixed number pre-set by the administrator of the agent terminal, but are not fixedly associated with the agent terminal, so that unspecified agent terminals can call the number header information and outbound call lines as needed without setting a concurrent upper limit for the outbound call lines, thereby achieving the technical effect of providing number header information and outbound call lines to unspecified agent terminals. Therefore, once the agent staff in the organization changes, there is no need to increase or decrease the corresponding number header information and outbound call lines, nor is there a need to manage the number header information as in the prior art by adjusting the concurrent upper limit in the outbound call lines. Instead, it is only necessary to enable the agent terminals of an unspecified number and unspecified position in the organization to obtain the work number information from the preset agent resource pool, and call the number information according to the preset number of the agent resource pool. The work number information uses the number header information and the outbound call line to make outbound calls, so that the frequently changing seats in the organization share the outbound call lines in the seat resource pool and the resources consumed when making outbound calls. Ultimately, the total amount of resources consumed by all outbound call operations performed by the organization will not exceed the number of work number information. Therefore, it not only eliminates the current problem of untimely adjustment of the concurrent upper limit, resulting in the long-term coexistence of high-load outbound call lines and low-load outbound call lines in the customer service system, leading to an imbalance in the resource allocation of the customer service system, causing the customer service system to run slowly or even crash, but also avoids the situation of adjusting the concurrent upper limit of the outbound call lines, thereby eliminating the situation that the management of the customer service system is very cumbersome due to frequent adjustments, which makes the customer service system very easy to make adjustment errors and causes low reliability of the customer service system. BRIEF DESCRIPTION OF THE DRAWINGS

[0061] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present application and, together with the description, serve to explain the principles of the present application.

[0062] Figure 1 A schematic diagram of an application scenario provided for an embodiment of the present application;

[0063] Figure 2 A flowchart of Example 1 of an outbound call resource processing method provided in an embodiment of the present application;

[0064] Figure 3 A flowchart of Example 2 of an outbound call resource processing method provided in an embodiment of the present application;

[0065] Figure 4 A schematic block diagram of the structure of a unit set in Example 2 of an outbound call resource processing method provided in an embodiment of the present application;

[0066] Figure 5 A flowchart of Example 3 of an outbound call resource processing method provided in an embodiment of the present application;

[0067] Figure 6 A schematic diagram of a program module of an outbound call resource processing device provided by the present invention;

[0068] Figure 7 The figure is a schematic diagram of the hardware structure of the computer device in the computer device of the present invention.

[0069] The above drawings have shown clear embodiments of the present application, which will be described in more detail later. These drawings and text descriptions are not intended to limit the scope of the present application in any way, but to illustrate the concept of the present application to those skilled in the art by referring to specific embodiments. DETAILED DESCRIPTION

[0070] 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 implementations described in the following exemplary embodiments do not represent all implementations consistent with the present application. Instead, they are merely examples of devices and methods consistent with some aspects of the present application as detailed in the appended claims.

[0071] See also Figure 1 The specific application scenario of the present application is: a customer service system 2 running an outbound call resource processing method receives an outbound call request sent by an agent terminal 3, and identifies the type information in the outbound call request; if the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header; if the type information is a dynamic type, the work number information is obtained from a preset agent resource pool, the work number information is associated with the agent terminal 3, and the work number information is deleted from the agent resource pool, and the resource pool header of the agent resource pool is set as the target header of the agent terminal 3 according to the outbound call request; and an outbound call operation is performed to the external terminal 4 according to the target header.

[0072] The following is an explanation of the terms used in this application:

[0073] Number header: An access code for the operator's line resources connected to the outbound call system. When an outbound call is initiated through this number header, the operator will use the specified number to call the customer. One number header can match one external number.

[0074] The data transmission method provided in this application is intended to solve the above technical problems in the prior art.

[0075] The technical solution of the present application and how the technical solution of the present application solves the above-mentioned technical problems are described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments. The embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0076] Embodiment 1:

[0077] Please refer to Figure 2 The present application provides an outbound call resource processing method, which runs in a customer service system and includes:

[0078] S101: receiving an outbound call request sent by an agent terminal, and identifying type information in the outbound call request.

[0079] In this step, by identifying the type information of the outbound call request, it is determined whether the outbound call request needs to call a unit set or a seat resource pool;

[0080] If the outbound call request is of the matching type, it means that the number header information and outbound call line that need to be called by the outbound call request are pre-set by the administrator of the seat terminal according to the organizational information, and are the number header information and outbound call lines associated with a limited number of seat terminals in the organization; therefore, the technical effect of providing specified number header information and outbound call lines to specific seat terminals is achieved, ensuring the reliability of the outbound call service.

[0081] If the outbound call request is of a dynamic type, it means that the number header information and outbound call lines that need to be called by the outbound call request are a fixed number pre-set by the administrator of the agent terminal, but are not fixedly associated with the agent terminal, so that unspecified agent terminals can call the number header information and outbound call lines as needed without setting a concurrent upper limit for the outbound call lines, thereby achieving the technical effect of providing number header information and outbound call lines to unspecified agent terminals. Therefore, once the agent staff in the organization changes, there is no need to increase or decrease the corresponding number header information and outbound call lines, nor is there a need to manage the number header information as in the prior art by adjusting the concurrent upper limit in the outbound call lines. Instead, it is only necessary to enable the agent terminals of an unspecified number and unspecified position in the organization to obtain the work number information from the preset agent resource pool, and call the number information according to the preset number of the agent resource pool. The work number information uses the number header information and the outbound call line to make outbound calls, so that the frequently changing seats in the organization share the outbound call lines in the seat resource pool and the resources consumed when making outbound calls. Ultimately, the total amount of resources consumed by all outbound call operations performed by the organization will not exceed the number of work number information. Therefore, it not only eliminates the current problem of untimely adjustment of the concurrent upper limit, resulting in the long-term coexistence of high-load outbound call lines and low-load outbound call lines in the customer service system, leading to an imbalance in the resource allocation of the customer service system, causing the customer service system to run slowly or even crash, but also avoids the situation of adjusting the concurrent upper limit of the outbound call lines, thereby eliminating the situation that the management of the customer service system is very cumbersome due to frequent adjustments, which makes the customer service system very easy to make adjustment errors and causes low reliability of the customer service system.

[0082] S102: If the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header.

[0083] In this step, a control unit is identified from a preset unit set according to the outbound call request to obtain a control unit that matches the position of the agent terminal in the organization. Then, the control unit provides the agent terminal with header information corresponding to the service information in the outbound call request according to the outbound call request sent by the agent terminal, thereby ensuring that the target header finally obtained matches both the position of the agent terminal in the organization and the service information of the service executed by the agent terminal, thereby ensuring the reliability of header allocation.

[0084] In a preferred embodiment, the step of identifying a control unit from a preset unit set according to the outbound call request, and setting the header information corresponding to the outbound call request in the control unit as a target header, comprises:

[0085] S11: Identify whether the outbound call request contains a higher-level request;

[0086] S12: If there is the upper request, obtain the parent control unit of the control unit corresponding to the outbound call request, and set the header information in the parent control unit as the target header;

[0087] S13: If there is no upper request, the control unit corresponding to the outbound call request in the unit set is set as a to-be-called unit, and the header status process is executed to set the header information with the status information of idle state as the target header.

[0088] In this example, if the agent terminal wishes to use the upper-level header information of its position in the organization as the target header, for example, the header information of the corresponding control unit of the agent terminal in the unit set is 1234-00000-6111, and the agent terminal hopes that the header displayed by the external terminal is 1234-00000, wherein the control unit corresponding to 1234-00000 is the parent control unit of the control unit corresponding to 1234-00000-6111, then the agent terminal can add an upper-level request to the outbound call request, and use 1234-00000 as the target header according to the upper-level request.

[0089] Further, the step of setting the control unit in the unit set corresponding to the outbound call request as a to-be-called unit includes:

[0090] S111: extracting the seat number in the outbound call request, and extracting the control unit table of each control unit in the unit set;

[0091] S112: setting a control unit table whose organization number is consistent with the seat number as a to-be-called unit table, and setting a control unit corresponding to the to-be-called unit table as a to-be-called unit;

[0092] Furthermore, the number header status process includes:

[0093] S121: extracting service information in the outbound call request and extracting a service type table in the to-be-called unit;

[0094] S122: setting a service type table whose service type name and / or service type description information are consistent with the service information as a to-be-called type table;

[0095] S123: setting the header table in the to-be-called unit whose service type code is consistent with the to-be-called type table as the to-be-called header table, extracting the header information in the to-be-called header table and the status code representing the status information of the header information;

[0096] S124: if the status code indicates that the status information is in an idle state, setting the header information as a target header;

[0097] S125: If the status code indicates that the status information is a busy state, extract the parent control unit number of the control unit table in the control unit corresponding to the outbound call request, and extract the control unit table of each control unit in the unit set, and set the control unit in the control unit table whose control unit number is the parent control unit number as the unit to be called.

[0098] Exemplarily, the control unit table is shown in the following table:

[0099] Table name Control unit table Serial number Field Name Field Description Field Type Field length 1 Parm_ECD Control unit number bigint(20) 20 2 LglPsn_Inst_Dsc Tenant Number varchar(9) 9 3 TSR_Blng_InsID Institution Number varchar(20) 20 4 TSR_Blng_Inst_Nm Institution Name varchar(50) 50 5 InsFulNm Full name of organization varchar(100) 100 6 Prn_Lvl_Parm_ID Parent control unit number bigint(20) 20 7 PD_CL_TpCd Call Type Code char(2) 2

[0100] The business type table is shown in the following table:

[0101] Table name Business Type Table Serial number Field Name Field Description Field Type Field length 1 PK_ID Primary Key bigint(20) 20 2 Parm_ECD Control unit number bigint(20) 20 3 PD_CL_TpCd Call Type Code char(2) 2 4 Rcrd_MgTp_Cd Business Type Code char(15) 15 5 OutbndCall_Bsn_Tp_Nm Business Type Name varchar(20) 20 6 Rsrv_1 Business Type Description varchar(50) 50 7 PrnCgyOutbndCallBTpID Parent business type code char(8) 8 8 Parm_Eff_Cd_Dsc Status Code char(2) 2

[0102] The header table is shown in the following table:

[0103] Table name Header table Serial number Field Name Field Description Field Type Field length 1 PK_ID Primary Key bigint(20) 20 2 Parm_ECD Control unit number bigint(20) 20 3 PD_CL_TpCd Call Type Code char(2) 2 4 Rcrd_MgTp_Cd Business Type Code char(8) 8 5 Stm_Src_Dsc Number varchar(10) 10 6 Parm_Eff_Cd_Dsc Status Code char(2) 2

[0104] S103: If the type information is a dynamic type, obtain the work number information from a preset agent resource pool, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request.

[0105] In this step, the agent resource pool is used to provide work number information for unspecified agent terminals in the organization. When the agent terminal obtains the work number information, it can call a certain number header information in the agent resource pool as the target number header according to its business type. Therefore, the technical effect of providing number header information and outbound call lines to unspecified agent terminals is achieved. Therefore, once the agent staff in the organization changes, there is no need to increase or decrease the corresponding number header information and outbound call lines. It is only necessary to provide the number header information and outbound call lines to the agent terminal of the changed agent staff through the agent resource pool, so that the outbound call service can be used for the agent terminal, thereby ensuring the applicability of the outbound call service.

[0106] For example: Enterprise A includes Group M1, Group M2, and Group M3. Due to a large number of resignations in Group M1, the lines of the numbers used by Group M1 will be in a long-term low-load state, while Groups M2 and M3 will be in a long-term high-load state due to stable business development. Therefore, the existing technical customer system needs to adjust the concurrency limit of each number according to the company's personnel flow, so that the concurrency limit of each number is in line with the company's current situation.

[0107] This step enables Group M1, Group M2, and Group M3 of Enterprise A to share the resources of the agent resource pool. The number information of the agent resource pool and its outbound call lines share the bandwidth of the agent resource pool. Therefore, even if a large number of employees leave Group M1, Group M2 and Group M3 will continue to use the bandwidth resources vacated by Group M1 due to their resignation. This greatly ensures the resource balance of Enterprise A in the customer service system and avoids the need to adjust the concurrent upper limit of each outbound call line.

[0108] In a preferred embodiment, the acquiring the work number information from the preset agent resource pool, associating the work number information with the agent terminal, and deleting the work number information from the agent resource pool includes:

[0109] S21: Determine whether there is work number information in the seat resource pool;

[0110] S22: If yes, then associate the work number information in the agent resource pool with the agent terminal, and delete the work number information associated with the agent terminal from the agent resource pool;

[0111] S23: If not, sending a suspension outbound call message to the agent terminal.

[0112] In this example, by judging whether the agent resource pool has work number information, it is judged whether the outbound call lines corresponding to the agent resource pool still have spare resources reserved for the agent terminal; if there is work number information, it indicates that the agent resource pool still has spare resources, thereby achieving the technical effect of providing outbound call lines for a large number of unspecified agent terminals within a controllable amount of resources, thereby realizing the dynamic allocation of outbound call line resources.

[0113] In this embodiment, the preset bandwidth in the agent resource pool determines the number of external terminals that can be called by each outbound call line in the agent resource pool. At least one outbound call line of the agent resource pool shares the bandwidth of the agent resource pool. The computing resources occupied by all agent terminals associated with the work number information to call external terminals through the outbound call line correspond to the bandwidth of the agent resource pool.

[0114] In a preferred embodiment, setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request includes:

[0115] S31: extracting service information from the outbound call request;

[0116] S32: Setting the resource pool header corresponding to the service information in the agent resource pool as the target header of the agent terminal.

[0117] In this embodiment, the business information in the outbound call request is extracted, and the resource pool header corresponding to the business information is identified through a preset business resource mapping table, and the resource pool header is set as the target header, wherein the business resource mapping table is a data table that records the mapping relationship between the business information and the resource pool header.

[0118] S104: Execute an outbound call to an external terminal according to the target number header.

[0119] In this step, the outbound call line corresponding to the target number header is called to perform an outbound call operation to the external terminal, and when the external terminal receives a call, the number displayed is the target number header, ensuring the accuracy of outbound call line resource control and the controllability of external terminal number display.

[0120] In a preferred embodiment, performing an outbound call operation to an external terminal according to the target number header includes:

[0121] S41: Acquire the outbound call line corresponding to the target number header;

[0122] S42: extracting the outbound call object information in the outbound call request, establishing a communication connection between the outbound call line and an external terminal corresponding to the outbound call object information, and sending the target number header to the external terminal through the communication connection.

[0123] In this example, the outbound call line corresponding to the target number header is obtained, and the outbound call object information in the outbound call request is extracted. The outbound call object information can be a unique communication identifier such as the telephone number, WeChat number, QQ number, etc. of the external terminal. A communication connection is established between the outbound call line and the external terminal corresponding to the outbound call object information to achieve the technical effect of calling the external terminal. At the same time, by sending the target number header to the external terminal through the communication connection, the user achieves the technical effect of displaying the target number header to the external terminal.

[0124] Embodiment 2:

[0125] Please refer to Figure 3 The present application provides an outbound call resource processing method, which runs in a customer service system and includes:

[0126] S201: receiving a resource pool addition request and organizational structure information sent by an agent terminal, constructing an agent resource pool corresponding to the addition request, and constructing a unit set corresponding to the organizational structure information.

[0127] In this step, an agent resource pool is constructed to provide dynamic work number information for the agent terminal, so that the agent terminal can obtain a dynamically configured number header according to the work number information;

[0128] A unit set is constructed according to the organizational structure of the organization where the agent terminal is located, and is used to allocate a number header that matches the position and business type of the agent terminal in the organizational structure to the agent terminal.

[0129] In a preferred embodiment, the step of constructing an agent resource pool corresponding to the newly added request includes:

[0130] S51: extracting line data from the resource pool addition request, constructing an idle resource pool according to the line data, and creating outbound call lines in the idle resource pool whose number is consistent with the line data;

[0131] S52: extract resource information from the resource pool addition request, obtain the number of work numbers corresponding to the resource information from a preset resource mapping table, create work number information of the number of work numbers in the vacant resource pool, and convert the vacant resource pool into a work number resource pool.

[0132] S53: extract the service type in the new request of the resource pool, obtain the header information corresponding to the service type from the preset service mapping table, load the header information into the work number resource pool, and associate the header information with an outbound call line to convert the work number resource pool into an agent resource pool.

[0133] In this embodiment, a number header information is associated with at least one work number information, and a number header information is connected to an outbound call line that can establish multiple communication connections with multiple external terminals, so that when multiple external terminals receive a call from the outbound call line, the outbound call number received by each external terminal is the number header information.

[0134] At the same time, since the number header information is associated with the service type, the agent terminal can select the specified number header information as the outbound call number according to its service type, ensuring the controllability of the outbound call number.

[0135] The resource information may be a lease contract item signed with the agent terminal, and the number of work numbers corresponding to the lease contract item is obtained through a resource mapping table, that is, different numbers of work numbers are provided for projects with different prices.

[0136] In this embodiment, the number of work numbers is set according to the number of seat terminals in the organization and a preset adjustment coefficient, wherein the adjustment coefficient is any value between 0.5-1.5. If the number of seats in the organization is 1000 and the adjustment coefficient is set to 0.8, the number of work numbers is 800.

[0137] In a preferred embodiment, the constructing of a unit set corresponding to the organizational information includes:

[0138] S61: constructing a control unit table according to the organizational information, and constructing a business type table according to the control unit table and the business information corresponding to the organizational information;

[0139] S62: acquiring header information corresponding to the service information from a preset service mapping table, creating a header table according to the service type table and the header information, and associating the header information in the header table with a preset outbound call line;

[0140] S63: Integrate the control unit table, the service type table, the number table and the outbound call line to form a control unit for the organization information.

[0141] In this embodiment, the organization information describes the parent-child hierarchical relationship between the seat terminals at various hierarchical positions in the organization, wherein the organization refers to the organization to which the seat terminal sending the organization information belongs.

[0142] By constructing a control unit table, it is used to define the position of the agent terminal in the organization; by constructing a business type table, it is used to define the business information that meets the outbound call request in the said position and what business type it belongs to; by constructing a header table, it is used to define which header information the outbound call request should use under the said position and the said business type, so as to ensure the targetedness of the header information when making an outbound call.

[0143] Furthermore, after the control unit table, the service type table, the number table and the outbound call line are integrated to form the organization information, the control unit further includes:

[0144] S64: Identify the parent-child relationship data structure between two or more organizational levels in the organizational structure information;

[0145] S65: Set the control units corresponding to the two or more organizational levels as target units in turn and execute the parent-child association process, wherein the execution of the parent-child association process includes: identifying the parent control unit of the target unit according to the parent-child relationship data structure, and writing the control unit number of the parent control unit into the control unit table of the target unit as the parent control unit number of the target unit.

[0146] In this example, according to the parent-child relationship data structure, the control units corresponding to the two or more organizational levels are set as target units in turn, and the parent-child association process is executed to associate the control units with the parent-child relationship with each other, so that once the child control unit does not have an idle outbound call line or it is not convenient to use the header information of the child control unit as an outbound call number, the agent terminal can access the parent control unit and call the idle outbound call line of the parent control unit, or use the header information of the parent control unit as the outbound call number to make an outbound call to the external terminal.

[0147] Exemplarily, the organizational structure information includes a first organizational level, a second organizational level, a third organizational level, and a fourth organizational level, wherein each of the first organizational level, the second organizational level, the third organizational level, and the fourth organizational level has at least one agent terminal, the first organizational level is the parent of the second organizational level, the second organizational level is the parent of the third organizational level, and the third organizational level is the parent of the fourth organizational level;

[0148] See also Figure 4 , construct a first control unit M1 corresponding to the first mechanism level, a second control unit M2 corresponding to the second mechanism level, a third control unit M3 corresponding to the third mechanism level, and a fourth control unit M4 corresponding to the fourth mechanism level, and summarize the first control unit M1, the second control unit M2, the third control unit M3 and the fourth control unit M4 to form a unit set M;

[0149] Constructing a parent-child association process for the first control unit M1 and the second control unit M2, so that the first control unit M1 serves as the parent control unit of the second control unit M2;

[0150] Execute a parent-child association process on the second control unit M2 and the third control unit M3, so that the second control unit M2 serves as the parent control unit of the third control unit M3;

[0151] The parent-child association process is performed on the third control unit M3 and the fourth control unit M4, so that the third control unit M3 serves as the parent control unit of the fourth control unit M4.

[0152] S202: receiving an outbound call request sent by an agent terminal, and identifying type information in the outbound call request.

[0153] This step is consistent with S101 in Example 1.

[0154] S203: If the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header.

[0155] This step is consistent with S102 in Example 1.

[0156] For example, assuming that the agent terminal belongs to the fourth organization level in the organization, the control unit corresponding to the outbound call request sent by the agent terminal is the fourth control unit M4;

[0157] If the agent terminal adds a higher-level request to the outbound call request, the header information in the third control unit M3, the parent control unit of the fourth control unit M4, is set as the target header;

[0158] If the agent terminal does not add the upper request to the outbound call request, it identifies whether the fourth control unit M4 has idle number header information; if not, it identifies whether the third control unit M3 has idle number header information, and so on.

[0159] S204: If the type information is a dynamic type, obtain the work number information from a preset agent resource pool, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request.

[0160] This step is consistent with S103 in Example 1.

[0161] S205: Execute an outbound call to an external terminal according to the target number header.

[0162] This step is consistent with S104 in Example 1.

[0163] Embodiment 3:

[0164] Please refer to Figure 5 The present application provides an outbound call resource processing method, which runs in a customer service system and includes:

[0165] S301: receiving an outbound call request sent by an agent terminal, and identifying type information in the outbound call request.

[0166] This step is consistent with S101 in Example 1.

[0167] S302: If the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header.

[0168] This step is consistent with S102 in Example 1.

[0169] S303: If the type information is a dynamic class, obtain the work number information from a preset agent resource pool, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request.

[0170] This step is consistent with S103 in Example 1.

[0171] S304: Execute an outbound call to an external terminal according to the target number header.

[0172] This step is consistent with S104 in Example 1.

[0173] S305: Monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; if the terminal status is an idle state or an interrupted state, disassociate the work number information corresponding to the agent terminal in the idle state or the interrupted state from the agent terminal, and recycle the disassociated work number information into the agent resource pool.

[0174] In this step, by monitoring the terminal status of the agent terminal associated with the work number information in the agent resource pool, it is periodically checked whether the agent terminal is still in a working state of calling an external terminal. If the agent terminal returns an idle state indicating that the agent terminal has not called an external terminal, or an interrupted state indicating that no feedback has been obtained from the agent terminal within a preset waiting time, it means that there is no need to bind the agent terminal to the work number information, and then the association between the work number information corresponding to the agent terminal in the idle state or the interrupted state and the agent terminal is released, and the disassociated work number information is recycled into the agent resource pool to achieve reuse of the work number information, thereby ensuring the utilization rate of the work number information, avoiding the long-term occupation of the work number information and the idle or terminal agent terminal, resulting in low utilization rate of the work number information, and achieving the technical effect of using a small number of work number information to provide outbound call lines for a large number of unspecified agent terminals.

[0175] In a preferred embodiment, the monitoring of the terminal status of the agent terminal associated with the work number information in the agent resource pool includes:

[0176] S71: Acquire the IP address of the agent terminal associated with the work number information in the agent resource pool, and send a heartbeat message to the IP address;

[0177] S72: when receiving a working feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is a working state;

[0178] S73: when receiving an idle feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is an idle state;

[0179] S74: When the working feedback signal or the idle feedback signal sent by the agent terminal according to the heartbeat message is not received within the preset waiting time, it is determined that the terminal state is an interrupt state.

[0180] In this example, a heartbeat message is a message sent from a sending source to a receiving party, which allows the receiving party to determine whether and when the sending source fails or terminates. Usually, the heartbeat message is sent from the time the sending source is started until the sending source is shut down, during which time the sending source will continuously send periodic or repetitive messages. When the receiving party does not receive a message within a certain message receiving cycle, the receiving party may believe that the sending source has been shut down, failed, or is currently unavailable. Therefore, by calling the heartbeat module that can send heartbeat messages, a heartbeat message is sent to each agent terminal associated with the work number information according to the IP address to identify the terminal status of the agent terminal.

[0181] In the technical solution of this application, the collection, storage, use, processing, transmission, provision and disclosure of information such as financial data or user data involved shall comply with the provisions of relevant laws and regulations and shall not violate public order and good morals.

[0182] Embodiment 4:

[0183] See also Figure 6 The present application provides an outbound call resource processing device 1, which is installed in a customer service system and includes:

[0184] An input identification module 12 is used to receive an outbound call request sent by an agent terminal and identify type information in the outbound call request;

[0185] The unit header allocation module 13 is used to identify the control unit from the preset unit set according to the outbound call request when the type information is a matching type, and set the header information corresponding to the outbound call request in the control unit as the target header;

[0186] A resource pool header allocation module 14 is used to obtain work number information from a preset agent resource pool when the type information is a dynamic class, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request;

[0187] The outbound call execution module 15 is used to execute an outbound call operation to an external terminal according to the target number header.

[0188] Optionally, the outbound call resource processing device 1 further includes:

[0189] The resource pool and unit construction module 11 is used to receive a resource pool addition request and organizational information sent by an agent terminal, construct an agent resource pool corresponding to the addition request, and construct a unit set corresponding to the organizational information.

[0190] Optionally, the outbound call resource processing device 1 further includes:

[0191] The work number management module 16 is used to monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; if the terminal status is idle or interrupted, the association between the work number information corresponding to the agent terminal in the idle or interrupted state and the agent terminal is cancelled, and the cancelled work number information is recycled into the agent resource pool.

[0192] Embodiment 5:

[0193] To achieve the above-mentioned purpose, the present application further provides a computer device 5, comprising: a processor and a memory in communication with the processor; the memory stores computer-executable instructions;

[0194] The processor executes the computer-executable instructions stored in the memory to implement the above-mentioned outbound call resource processing method, wherein the components of the outbound call resource processing device can be dispersed in different computer devices, and the computer device 5 can be a smart phone, tablet computer, laptop computer, desktop computer, rack server, blade server, tower server or cabinet server (including independent servers, or server clusters composed of multiple application servers) that executes the program. The computer device of this embodiment includes at least but is not limited to: a memory 51 and a processor 52 that can be interconnected through a system bus, such as Figure 7 It should be pointed out that Figure 7Only a computer device with component - is shown, but it should be understood that it is not required to implement all the components shown, and more or fewer components can be implemented instead. In this embodiment, the memory 51 (i.e., readable storage medium) includes flash memory, hard disk, multimedia card, card-type memory (e.g., SD or DX memory, etc.), random access memory (RAM), static random access memory (SRAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), programmable read-only memory (PROM), magnetic memory, disk, optical disk, etc. In some embodiments, the memory 51 can be an internal storage unit of the computer device, such as a hard disk or memory of the computer device. In other embodiments, the memory 51 can also be an external storage device of the computer device, such as a plug-in hard disk equipped on the computer device, a smart memory card (Smart Media Card, SMC), a secure digital (Secure Digital, SD) card, a flash card (Flash Card), etc. Of course, the memory 51 can also include both the internal storage unit of the computer device and its external storage device. In this embodiment, the memory 51 is generally used to store the operating system and various application software installed on the computer device, such as the program code of the outbound call resource processing device of the third embodiment. In addition, the memory 51 can also be used to temporarily store various types of data that have been output or are about to be output. The processor 52 can be a central processing unit (CPU), a controller, a microcontroller, a microprocessor, or other data processing chips in some embodiments. The processor 52 is generally used to control the overall operation of the computer device. In this embodiment, the processor 52 is used to run the program code stored in the memory 51 or process data, such as running the outbound call resource processing device to implement the outbound call resource processing method described above.

[0195] The above-mentioned integrated module implemented in the form of a software function module can be stored in a computer-readable storage medium. The above-mentioned software function module is stored in a storage medium, including a number of instructions to enable a computer device (which can be a personal computer, a server, or a network device, etc.) or a processor to perform some steps of the method described in each embodiment of the present application. It should be understood that the above-mentioned processor can be a central processing unit (Central Processing Unit, referred to as CPU), or other general-purpose processors, digital signal processors (Digital Signal Processor, referred to as DSP), application-specific integrated circuits (Application Specific Integrated Circuit, referred to as ASIC), etc. The general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc. The steps of the method disclosed in the application can be directly embodied as a hardware processor to be executed, or the hardware and software modules in the processor are combined and executed. The memory may include a high-speed RAM memory, and may also include a non-volatile storage NVM, such as at least one disk memory, and can also be a U disk, a mobile hard disk, a read-only memory, a disk or an optical disk, etc.

[0196] To achieve the above purpose, the present application also provides a computer-readable storage medium, such as a flash memory, a hard disk, a multimedia card, a card-type memory (for example, an SD or DX memory, etc.), a random access memory (RAM), a static random access memory (SRAM), a read-only memory (ROM), an electrically erasable programmable read-only memory (EEPROM), a programmable read-only memory (PROM), a magnetic memory, a disk, an optical disk, a server, an App application store, etc., on which computer execution instructions are stored, and the corresponding functions are realized when the program is executed by the processor 52. The computer-readable storage medium of this embodiment is used to store computer execution instructions for implementing the outbound call resource processing method, and the outbound call resource processing method is realized when it is executed by the processor 52.

[0197] The above storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as static random access memory (SRAM), electrically erasable programmable read-only memory (EEPROM), erasable programmable read-only memory (EPROM), programmable read-only memory (PROM), read-only memory (ROM), magnetic memory, flash memory, magnetic disk or optical disk. The storage medium can be any available medium that can be accessed by a general or special purpose computer.

[0198] An exemplary storage medium is coupled to a processor so that the processor can read information from the storage medium and write information to the storage medium. Of course, the storage medium can also be a component of the processor. The processor and the storage medium can be located in an application specific integrated circuit (ASIC). Of course, the processor and the storage medium can also exist as discrete components in an electronic device or a main control device.

[0199] The present application provides a computer program product, including a computer program, and when the computer program is executed by a processor, the outbound call resource processing method described above is implemented.

[0200] 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.

[0201] Those skilled in the art will readily appreciate other embodiments of the present application after considering the specification and practicing the invention disclosed herein. The present application is intended to cover any modification, use or adaptation of the present application, which follows the general principles of the present application and includes common knowledge or customary techniques in the art that are not disclosed in the present application. The specification and examples are intended to be exemplary only, and the true scope and spirit of the present application are indicated by the following claims.

[0202] It should be understood that the present application is not limited to the precise structures that have been described above and shown in the drawings, and that various modifications and changes may be made without departing from the scope thereof. The scope of the present application is limited only by the appended claims.

Claims

1. An outbound call resource processing method, running in a customer service system, characterized in that: include: Receiving an outbound call request sent by an agent terminal, and identifying type information in the outbound call request; If the type information is a matching type, a control unit is identified from a preset unit set according to the outbound call request, and the header information corresponding to the outbound call request in the control unit is set as a target header; If the type information is a dynamic type, obtaining work number information from a preset agent resource pool, associating the work number information with the agent terminal, deleting the work number information from the agent resource pool, and setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request; Execute outbound call operations to multiple external terminals according to the outbound call lines corresponding to the target number header; Before receiving the outbound call request sent by the agent terminal, the method further includes: Receive resource pool addition requests sent by agent terminals; Extracting line data from the resource pool addition request, constructing an idle resource pool according to the line data, and creating outbound call lines in the idle resource pool whose number is consistent with the line data; Extract resource information from the resource pool addition request, obtain the number of work numbers corresponding to the resource information from a preset resource mapping table, create work number information of the number of work numbers in the vacant resource pool, and convert the vacant resource pool into a work number resource pool; Extract the service type in the new request of the resource pool, obtain the header information corresponding to the service type from the preset service mapping table, load the header information into the work number resource pool, and associate the header information with an outbound call line to convert the work number resource pool into an agent resource pool; the outbound call line can establish multiple communication connections with multiple external terminals, and the header information is associated with at least one of the work number information.

2. The outbound call resource processing method according to claim 1, characterized in that: Before receiving the outbound call request sent by the agent terminal, the method further includes: receiving organizational structure information sent by the agent terminal, and constructing a unit set corresponding to the organizational structure information.

3. The outbound call resource processing method according to claim 1, characterized in that: After setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request, the method further includes: Monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; if the terminal status is an idle state or an interrupted state, disassociate the work number information corresponding to the agent terminal in the idle state or the interrupted state from the agent terminal, and recycle the disassociated work number information into the agent resource pool.

4. The outbound call resource processing method according to claim 1, characterized in that: The step of identifying a control unit from a preset unit set according to the outbound call request, and setting the header information corresponding to the outbound call request in the control unit as a target header, includes: Identifying whether the outbound call request contains a higher-level request; If there is the upper request, the parent control unit of the control unit corresponding to the outbound call request is obtained, and the header information in the parent control unit is set as the target header; If there is no upper request, the control unit corresponding to the outbound call request in the unit set is set as a to-be-called unit, and the header status process is executed to set the header information with the status information as an idle state as the target header.

5. The outbound call resource processing method according to claim 1, characterized in that: The acquiring work number information from a preset seat resource pool, associating the work number information with the seat terminal, and deleting the work number information from the seat resource pool includes: Determine whether there is work number information in the seat resource pool; If yes, then associating the work number information in the agent resource pool with the agent terminal, and deleting the work number information associated with the agent terminal from the agent resource pool; If not, a suspension outbound call message is sent to the agent terminal.

6. The outbound call resource processing method according to claim 1, characterized in that: The step of setting the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request includes: Extracting service information from the outbound call request; The resource pool header corresponding to the service information in the agent resource pool is set as the target header of the agent terminal.

7. The outbound call resource processing method according to claim 1, characterized in that: The performing of an outbound call operation to an external terminal according to the target number header includes: Obtaining an outbound call line corresponding to the target number header; The outbound call object information in the outbound call request is extracted, a communication connection is established between the outbound call line and an external terminal corresponding to the outbound call object information, and the target number header is sent to the external terminal through the communication connection.

8. The outbound call resource processing method according to claim 2, characterized in that: The constructing of a unit set corresponding to the organizational structure information includes: Constructing a control unit table according to the organizational information, and constructing a business type table according to the control unit table and the business information corresponding to the organizational information; Acquire the header information corresponding to the service information from the preset service mapping table, create a header table according to the service type table and the header information, and associate the header information in the header table with the preset outbound call line; The control unit table, the service type table, the number table and the outbound call line are integrated to form a control unit for the organizational information.

9. The outbound call resource processing method according to claim 3, characterized in that: The monitoring of the terminal status of the agent terminal associated with the work number information in the agent resource pool includes: Obtaining the IP address of the agent terminal associated with the work number information in the agent resource pool, and sending a heartbeat message to the IP address; When receiving a working feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is a working state; When receiving an idle feedback signal sent by the agent terminal according to the heartbeat message, determining that the terminal state is an idle state; When the working feedback signal or the idle feedback signal sent by the agent terminal according to the heartbeat message is not received within the preset waiting time, it is determined that the terminal state is an interrupt state.

10. The outbound call resource processing method according to claim 8, characterized in that: After the control unit table, the service type table, the number table and the outbound call line are integrated to form the control unit of the organization information, the control unit further includes: Identify a parent-child relationship data structure between two or more organizational levels in the organizational information; The control units corresponding to the two or more organizational levels are set as target units in turn and the parent-child association process is executed, wherein the execution of the parent-child association process includes: identifying the parent control unit of the target unit according to the parent-child relationship data structure, and writing the control unit number of the parent control unit into the control unit table of the target unit as the parent control unit number of the target unit.

11. An outbound call resource processing device installed in a customer service system, characterized in that: include: An input identification module, used to receive an outbound call request sent by an agent terminal and identify type information in the outbound call request; A unit header allocation module, used for identifying a control unit from a preset unit set according to the outbound call request when the type information is a matching type, and setting the header information corresponding to the outbound call request in the control unit as a target header; a resource pool header allocation module, configured to obtain work number information from a preset agent resource pool when the type information is a dynamic class, associate the work number information with the agent terminal, delete the work number information from the agent resource pool, and set the resource pool header of the agent resource pool as the target header of the agent terminal according to the outbound call request; An outbound call execution module, used to execute outbound call operations to multiple external terminals according to the outbound call lines corresponding to the target number header; a resource pool construction module, used to receive a resource pool addition request sent by an agent terminal, extract line data in the resource pool addition request, construct an idle resource pool according to the line data, and create an outbound call line in the idle resource pool whose number is consistent with the line data; Extract resource information from the resource pool addition request, obtain the number of work numbers corresponding to the resource information from a preset resource mapping table, create work number information of the number of work numbers in the vacant resource pool, and convert the vacant resource pool into a work number resource pool; extract the service type from the resource pool addition request, obtain the header information corresponding to the service type from a preset service mapping table, load the header information into the work number resource pool, and associate the header information with an outbound call line, so that the work number resource pool is converted into an agent resource pool; the outbound call line can establish multiple communication connections with multiple external terminals, and the header information is associated with at least one of the work number information.

12. The outbound call resource processing device according to claim 11, characterized in that: Also includes: The unit construction module is used to receive the organization information sent by the agent terminal and construct a unit set corresponding to the organization information.

13. The outbound call resource processing device according to claim 11, characterized in that: Also includes: A work number management module, used to monitor the terminal status of the agent terminal associated with the work number information in the agent resource pool; If the terminal state is an idle state or an interrupted state, the association between the work number information corresponding to the agent terminal in the idle state or the interrupted state and the agent terminal is released, and the released work number information is recycled into the agent resource pool.

14. A computer 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 outbound call resource processing method according to any one of claims 1 to 10.

15. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores computer-executable instructions, and when the computer-executable instructions are executed by a processor, they are used to implement the outbound call resource processing method according to any one of claims 1 to 10.

16. A computer program product, characterized in that It comprises a computer program, which, when executed by a processor, implements the outbound call resource processing method according to any one of claims 1-10.

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