Data processing method and device, call center system, medium and electronic equipment

Abstract

The application provides a data processing method and device, a call center system, a storage medium and an electronic device. The method is applied to a seat terminal, the seat terminal provides services for at least two call centers, each call center receives call information allocated by a core network when a heartbeat is normal, and the method comprises the following steps: in response to receiving a first service request, recording a receiving time point; based on the receiving time point and a preset time length, receiving a second service request; and determining a third service request accepted by the seat terminal from the first service request and the second service request. Through arbitration of service requests by the at least two call centers and the seat terminal, disaster tolerance caused by failure of a certain call center is effectively avoided, and the reliability and stability of the call center system are improved.

Description

Technical Field

[0001] This invention relates to the field of communication technology, and more specifically, to data processing methods, apparatus, call center systems, media, and electronic devices. Background Technology

[0002] A call center system is a customer service system built using telecommunications call center technology. The reliability and stability of a call center system are of paramount importance, and establishing a disaster recovery mechanism for the call center system is an important means to enhance its reliability and stability.

[0003] Currently, call center systems often employ a dual-server disaster recovery mechanism, where the primary server operates normally, and when a failure occurs, the failed server is shut down and the backup server is activated. However, if both the primary and backup servers are damaged, disaster recovery becomes impossible, resulting in poor reliability and stability of the call center system. Summary of the Invention

[0004] This invention provides a data processing method, apparatus, call center system, storage medium, and electronic device to solve the technical problem of poor reliability and stability of existing call center systems.

[0005] According to a first aspect of the present invention, a data processing method is provided, applied to an agent terminal, the agent terminal providing services to at least two call centers, each call center receiving call information allocated by a core network when its heartbeat is normal, the method comprising:

[0006] Upon receiving the first service request, the receiving time is recorded; the first service request is the first service request received by the agent terminal.

[0007] Based on the received time point and preset duration, a second service request is received; the first service request and the second service request are sent by the call center that received the call information to the agent terminal;

[0008] Among the first service request and the second service request, the third service request accepted by the agent terminal is determined.

[0009] Optionally, among the first service request and the second service request, a third service request accepted by the agent terminal is determined, including:

[0010] Determine the priorities of the first service request and the second service request respectively;

[0011] Based on the priority, the third service request accepted by the agent terminal is determined from the first service request and the second service request.

[0012] Optionally, determining the third service request accepted by the agent terminal based on the priority, between the first service request and the second service request, includes:

[0013] If the first service request and the second service request have the same priority, the first service request is determined to be the third service request accepted by the agent terminal.

[0014] If the first service request and the second service request have different priorities, the third service request with the highest priority is determined from the first service request and the second service request.

[0015] Optionally, after determining the third service request accepted by the agent terminal in the first service request and the second service request, the method further includes:

[0016] Send an acceptance signal to the call center that sent the third service request;

[0017] Receive the initial address information returned by the call center that sent the third service request;

[0018] Communication between the agent terminal and the call terminal corresponding to the initial address information is established based on the initial address information.

[0019] Optionally, the method further includes:

[0020] A rejection signaling is sent to the call center that sent the fourth service request, which is a service request other than the third service request in the first and second service requests.

[0021] Optionally, before the step of recording the time point of receipt in response to receiving the first service request, the method further includes:

[0022] Register with at least two call centers;

[0023] After receiving a successful registration result, log in to the at least two call centers.

[0024] According to a second aspect of the present invention, a data processing apparatus is provided, configured in an agent terminal, the agent terminal providing services to at least two call centers, the at least two call centers receiving call information allocated by a core network when their heartbeats are normal, the apparatus comprising:

[0025] The first receiving module is used to record the receiving time point in response to receiving the first service request; the first service request is the first service request received by the agent terminal.

[0026] The second receiving module is used to receive a second service request based on the receiving time point and a preset duration; the first service request and the second service request are sent by the call center that received the call information to the agent terminal;

[0027] The arbitration module is used to determine, among the first service request and the second service request, the third service request accepted by the agent terminal.

[0028] According to a third aspect of the present invention, a call center system is provided, the call center system comprising a core network, at least two call centers and agent terminals, the agent terminals providing services to the at least two call centers;

[0029] The core network is used to distribute call information to the at least two data centers via normal call centers;

[0030] The at least two call centers are used to send a service request to the agent terminal upon receiving the call information;

[0031] The agent terminal is configured to respond to receiving a first service request and record the receiving time; the first service request is the first service request received by the agent terminal; based on the receiving time and a preset duration, receive a second service request; and determine the third service request accepted by the agent terminal from the first service request and the second service request.

[0032] According to a fourth aspect of the present invention, a computer-readable storage medium is provided, the storage medium storing a computer program for performing the above-described data processing method.

[0033] According to a fifth aspect of the present invention, an electronic device is provided, the electronic device comprising:

[0034] processor;

[0035] Memory used to store the processor's executable instructions;

[0036] The processor is configured to read the executable instructions from the memory and execute the instructions to implement the data processing method described above.

[0037] Compared with the prior art, the data processing method, apparatus, computer-readable storage medium, and electronic device provided by the present invention have at least the following beneficial effects:

[0038] The technical solution of this invention includes a core network, at least two call centers, and agent terminals. The agent terminals provide services to at least two call centers. The core network detects the heartbeats of the at least two call centers to allocate call information to call centers with normal heartbeats. Therefore, if a call center has an abnormal heartbeat, call information is not allocated to that call center. Upon receiving call information, the call center sends a service request to the agent terminal. Thus, the agent terminal may receive service requests from different call centers. When the agent terminal receives the first service request (the first service request), it records the reception time. Then, based on the reception time and a preset duration, it obtains the second service request and arbitrates between the first and second service requests to determine the third service request accepted by the agent terminal. In the technical solution provided by this invention, the arbitration of service requests by at least two call centers and the agent terminals effectively avoids the inability to recover from a failure of a single call center. That is, in the event of a failure of a call center, the core network continues to allocate call information to call centers with normal heartbeats. The arbitration of service requests by the agent terminals further ensures orderly and efficient data processing, improving the reliability and stability of the call center system. Attached Figure Description

[0039] To more clearly illustrate the technical solution of this invention, the accompanying drawings used in the description of this invention will be briefly introduced below. Obviously, the drawings described below are only some embodiments of this invention. For those skilled in the art, other drawings can be obtained based on these drawings without any creative effort.

[0040] Figure 1 This is a schematic diagram of the structure of a call center system provided in an exemplary embodiment of the present invention. Figure 1 ;

[0041] Figure 2 This is a schematic diagram of the structure of a call center system provided in an exemplary embodiment of the present invention. Figure 2 ;

[0042] Figure 3 This is a schematic diagram of the structure of a call center system provided in an exemplary embodiment of the present invention. Figure 3 ;

[0043] Figure 4 This is a flowchart illustrating a data processing method provided by an exemplary embodiment of the present invention. Figure 1 ;

[0044] Figure 5 This is a flowchart illustrating a data processing method provided by an exemplary embodiment of the present invention. Figure 2 ;

[0045] Figure 6This is a schematic diagram of the structure of a data processing apparatus provided in an exemplary embodiment of the present invention;

[0046] Figure 7 This is a structural diagram of an electronic device provided in an exemplary embodiment of the present invention. Detailed Implementation

[0047] The technical solutions of the present invention will now be clearly and completely described with reference to the accompanying drawings. Obviously, the described embodiments are only some, not all, of the embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of these embodiments.

[0048] Please see Figure 1 The diagram illustrates an application environment for a data processing method according to an exemplary embodiment. This application environment is a call center system, which may include a core network 11, at least two call centers 12, and agent terminals 13. Exemplarily, the number of the at least two call centers 12 is three: a first call center 121, a second call center 122, and a third call center 123. The agent terminal 13 provides services to the at least two call centers 12.

[0049] The core network 11 is used to receive call information sent by calling terminals (such as mobile phones). The core network 11 is further used to allocate call information to at least two call centers 12 with normal heartbeats. Specifically, the core network 11 performs heartbeat detection on at least two call centers 12 to allocate call information to call centers with normal heartbeats. For call centers with abnormal heartbeats, the core network 11 does not allocate call information to them.

[0050] For example, the core network 11 sends heartbeat detection information to the first call center 121, the second call center 122, and the third call center 123. The heartbeat detection information is used to determine whether the heartbeats of the first call center 121, the second call center 122, and the third call center 123 are abnormal. A normal heartbeat indicates that the call center is in a normal working state, while an abnormal heartbeat indicates that the call center is in an abnormal working state, i.e., a fault state. After receiving the heartbeat detection information, the first call center 121, the second call center 122, and the third call center 123 send a heartbeat response back to the core network 11. If the core network 11 receives a heartbeat response from a call center, it indicates that the heartbeat of that call center is normal; if the core network 11 does not receive a heartbeat response from a call center, it indicates that the heartbeat of that call center is abnormal. For example, the core network 11 corresponds to... Figure 3The CSCF (Call Session Control Function) shown is based on the IMS core network, where IMS (IP Multimedia Subsystem) is the IP Multimedia Subsystem.

[0051] At least two call centers 12 are used to send service requests to agent terminals 13 upon receiving call information.

[0052] Furthermore, at least two call centers 12 are used to send a heartbeat response to the core network 11 after receiving heartbeat detection information sent by the core network 11.

[0053] Specifically, when at least two call centers 12 are operating normally, the core network 11 distributes call information equally among the at least two call centers 12. For example, if the first call center 121, the second call center 122, and the third call center 123 are all functioning normally, the core network 11 distributes call information equally among them. Based on the call information, the first call center 121, the second call center 122, and the third call center 123 send service requests to the agent terminal 13.

[0054] like Figure 2 As shown, if the heartbeat of the first call center 121 is abnormal, while the heartbeats of the second call center 122 and the third call center 123 are normal, the core network 11 will no longer allocate call information to the first call center 121, but will continue to allocate call information to the second call center 122 and the third call center 123. The second call center 122 and the third call center 123 will send service requests to the agent terminal 13 based on the call information. At this time, the first call center 121 will not send service requests to the agent terminal 13. Although the first call center 121 is faulty, the call center system can still work normally.

[0055] Specifically, different call centers are located in different data centers, with at least two call centers existing across data centers. Furthermore, each call center can have a primary and backup dual-server configuration. This means that if the primary server of a call center fails, the backup server is activated. If the backup server fails to start, the call center's heartbeat is abnormal; if either the primary or backup server is functioning normally, the call center's heartbeat is normal. It should be noted that the probability of at least two call centers failing simultaneously is low; therefore, using at least two call centers provides reliability and stability to the call system.

[0056] For example, such as Figure 3As shown, each call center includes a SIP-GW module and a CTI module. The SIP-GW module connects to the core network 11 and performs basic processing and distribution of the assigned call information. The CTI module, the core module of the call center, implements the functions of the call center. After receiving the call information sent by the SIP-GW, the CTI module sends a service request to the agent terminal, which provides call connection capabilities.

[0057] After receiving a call, the call center sends a service request to the agent terminal that provides the service. Since the agent terminal provides services to at least two call centers simultaneously, it no longer receives a call request from just one call center. To ensure the orderly processing of business and increase the reliability and stability of the call center, the agent terminal needs to arbitrate the received service requests.

[0058] The agent terminal is used to respond to receiving a first service request and record the receiving time point; the first service request is the first service request received by the agent terminal; the agent terminal is used to receive a second service request based on the receiving time point and a preset duration; the agent terminal is used to determine the third service request accepted by the agent terminal from the first service request and the second service request.

[0059] Furthermore, the agent terminal is used to determine the priorities corresponding to the first service request and the second service request respectively; based on the priorities, the agent terminal determines the third service request to be accepted from the first service request and the second service request.

[0060] Furthermore, the agent terminal is used to determine the first service request as the third service request accepted by the agent terminal when the first service request and the second service request have the same priority; and to determine the third service request with the highest priority among the first service request and the second service request when the first service request and the second service request have different priorities.

[0061] Furthermore, the agent terminal is used to send an acceptance signaling to the call center that sent the third service request; receive the initial address information returned by the call center that sent the third service request; establish communication between the agent terminal and the call terminal corresponding to the initial address information based on the initial address information, and provide services to the agent terminal corresponding to the third service request.

[0062] Furthermore, the agent terminal is used to send a rejection signaling to the call center that sent the fourth service request, which is a service request other than the third service request in the first and second service requests.

[0063] Furthermore, the agent terminal is used to register with at least two call centers; upon receiving a successful registration result, it logs into at least two call centers, enabling the agent terminal to provide services to at least two call centers.

[0064] Figure 4 This is a flowchart illustrating a data processing method provided in an exemplary embodiment of the present invention. The data processing method is applied to an agent terminal, which provides services to at least two call centers. Each call center receives call information allocated by the core network when its heartbeat is normal. The agent terminal performs the following steps:

[0065] Step 41: In response to receiving the first service request, record the time of receipt; the first service request is the first service request received by the agent terminal.

[0066] The first service request is the first service request received by the agent terminal in the current service round. This first service request is sent from the call center that received the call information to the agent terminal. Specifically, when the agent terminal receives the first service request, it records the corresponding reception time. It should be noted that when the agent terminal finishes its previous service (e.g., hangs up the previous call), it enters the current service round, and the first service request received at this time is the first service request.

[0067] In some embodiments, prior to step 41, the method further includes:

[0068] Step 44: Register with at least two call centers; after receiving a successful registration result, log in to the at least two call centers.

[0069] In this embodiment, the agent terminal registers with at least two call centers. The agent terminal receives registration results from both call centers. If the registration results indicate successful registration, the agent terminal logs into both call centers and provides services to them. After successful registration, each time the agent terminal is used, it can log into its registered account and provide services to the at least two call centers.

[0070] like Figure 3As shown, the agent simultaneously logs into CTI 1 of the first call center, CTI 2 of the second call center, and CTI 3 of the third call center, providing services to CTI 1, CTI 2, and CTI 3. When CTI 1, CTI 2, and CTI 3 are all functioning normally, the agent can receive service requests from CTI 1, CTI 2, and CTI 3. When CTI 1 malfunctions, but CTI 2 and CTI 3 are functioning normally, the agent can receive service requests from CTI 2 and CTI 3.

[0071] Step 42: Based on the received time and preset duration, receive a second service request; the first service request and the second service request are sent by the call center that received the call information to the agent terminal.

[0072] Specifically, starting from the receiving time, within a preset time period from the receiving time, all service requests received by the agent terminal are counted, namely the second service request. The second service request is sent by the call center that received the call information to the agent terminal.

[0073] It should be noted that there is no specific limit to the number of second service requests in this embodiment. There can be 0 second service requests, that is, no other service requests are received within a preset time after the first service request is received; there can be 1 second service request, that is, 1 second service request is received within a preset time after the first service request is received; there can be at least two second service requests, that is, at least two second service requests are received within a preset time after the first service request is received.

[0074] In one possible implementation, time-slice technology can be used to receive a second service request based on the received time point and a preset duration.

[0075] For example, such as Figure 5 As shown, after the Agent receives the TSC (terminal-status-changed) message (the first service request) sent by CTI 1, it starts a time slice (corresponding to...). Figure 5 In the `slot begin` clause, the preset duration corresponding to the time slice is determined, such as 0.1 seconds, meaning that service requests will continue to be received for another 0.1 seconds. Figure 5 Within 0.1 seconds, a TSC (second service request) is received from CTI2, and another TSC (second service request) is received from CTI3. After a preset duration, the time slice ends (corresponding to...). Figure 5 (slot end in the middle).

[0076] Step 43: Determine the third service request accepted by the agent terminal from the first service request and the second service request.

[0077] Specifically, after the agent terminal receives the first service request and the second service request, it needs to arbitrate the first service request and the second service request (corresponding to...). Figure 5 The mediator in the middle determines the third service request accepted by the agent terminal.

[0078] In some embodiments, determining the third service request accepted by the agent terminal in the first service request and the second service request includes:

[0079] Step 431: Determine the priorities of the first service request and the second service request respectively.

[0080] Since different service requests may correspond to different services, and different services have different levels of urgency, priorities are determined for different services in advance. Thus, after the agent terminal receives the first service request and the second service request, it determines the first service information corresponding to the first service request and further determines the priority of the first service information; it also determines the second service information corresponding to each second service request and further determines the priority of the second service information.

[0081] Step 432: Based on the priority, determine the third service request accepted by the agent terminal among the first service request and the second service request.

[0082] The priority can represent the urgency of the service. Therefore, based on the priority, the third service request that the agent terminal should accept can be determined from the first service request and the second service request.

[0083] In some embodiments, step 432, based on the priority, determines the third service request accepted by the agent terminal among the first service request and the second service request, including:

[0084] Step 4321: If the first service request and the second service request have the same priority, the first service request is determined as the third service request accepted by the agent terminal.

[0085] Specifically, the first service request and the second service request have the same priority, that is, each service request has the same urgency. At this time, the third service request is determined according to the order of the service requests received. Since the first service request was received before the second service request, the first service request is determined as the third service request accepted by the agent terminal.

[0086] Step 4322: If the priorities of the first service request and the second service request are different, determine the third service request with the highest priority among the first service request and the second service request.

[0087] Specifically, when the priorities of the first service request and the second service request are different, the service request with the highest priority has the higher urgency. Therefore, the service request with the highest priority is determined as the third service request, that is, the service request with the higher urgency is processed first.

[0088] In this embodiment, by determining the priorities corresponding to the first service request and the second service request respectively, it is beneficial to accurately determine the third service request from the first service request and the second service request, so as to ensure the orderly progress of data processing.

[0089] In some embodiments, after step 43, the method further includes:

[0090] Step 45: Send an acceptance signal to the call center that sent the third service request.

[0091] Step 46: Receive the initial address information returned by the call center that sent the third service request.

[0092] Step 47: Establish communication between the agent terminal and the calling terminal corresponding to the initial address information based on the initial address information.

[0093] Specifically, after determining the third service request from the first and second service requests, an acceptance signaling message is sent to the call center that sent the third service request. This causes the call center to respond to the received acceptance signaling message and send initial address information to the agent terminal. Upon receiving the initial address information, the agent terminal can establish communication with the corresponding call terminal based on the initial address information, enabling voice dialogue with the call terminal.

[0094] In some embodiments, the method further includes:

[0095] Step 48: Send a rejection signaling to the call center that sent the fourth service request, wherein the fourth service request is a service request other than the third service request in the first service request and the second service request.

[0096] Specifically, since the agent terminal has already accepted the third service request, for any service request other than the third service request in the first and second service requests, i.e., the fourth service request, a rejection signal is sent to the call center that sent the fourth service request. This allows the call center that sent the fourth service request to know the progress of the agent terminal in a timely manner and to process the fourth service request rejected by the agent terminal in a timely manner.

[0097] It should be noted that, of course, a rejection signaling message may not be sent to the call center that sent the fourth service request. Specifically, a preset time period can be set. If the call center does not receive an acceptance signaling message within the preset time period, it can be known that the agent terminal has rejected the service request sent by the call center.

[0098] For example, such as Figure 5 As shown, after arbitrating the TSCs sent by CTI 1, CTI 2, and CTI 3 respectively, the Agent determines that the TSC sent by CTI 2 is accepted, that is, the TSC sent by CTI 2 is a third service request, and CTI 2 is the call center that sent the third service request; the TSC sent by CTI 1 is a fourth service request, and CTI 1 is a call center that sent the fourth service request; the TSC sent by CTI 3 is another fourth service request, and CTI 3 is another call center that sent the fourth service request.

[0099] Furthermore, an accept signal (TSR-A, terminal-status-response accept: terminal status change response: accept) is sent to CTI 2. A reject signal (TSR-R, terminal-status-response reject: terminal status change response: reject) is sent to CTI 1 and CTI 3.

[0100] Furthermore, the Agent receives the initial address information sent by CTI 2 (corresponding to...) Figure 5 The IAI (initiate-address-information) in the system establishes communication between the agent terminal and the calling terminal corresponding to the initial address information.

[0101] The technical solution of this invention includes a core network, at least two call centers, and agent terminals. The agent terminals provide services to at least two call centers. The core network detects the heartbeats of the at least two call centers to allocate call information to call centers with normal heartbeats. Therefore, if a call center has an abnormal heartbeat, call information is not allocated to that call center. Upon receiving call information, the call center sends a service request to the agent terminal. Thus, the agent terminal may receive service requests from different call centers. When the agent terminal receives the first service request (the first service request), it records the reception time. Then, based on the reception time and a preset duration, it obtains the second service request and arbitrates between the first and second service requests to determine the third service request accepted by the agent terminal. In the technical solution provided by this invention, the arbitration of service requests by at least two call centers and the agent terminals effectively avoids the inability to recover from a failure of a single call center. That is, in the event of a failure of a call center, the core network continues to allocate call information to call centers with normal heartbeats. The arbitration of service requests by the agent terminals further ensures orderly and efficient data processing, improving the reliability and stability of the call center system.

[0102] An exemplary embodiment of the present invention provides a data processing method applied to a data center system, the data center system including a core network, at least two call centers, and agent terminals, wherein the agent terminals provide services to at least two call centers; the method includes the following steps:

[0103] Distribute call information to at least two data centers via the core network, hopping to normal call centers.

[0104] Upon receiving call information, at least two call centers send service requests to agent terminals.

[0105] The agent terminal responds to the receipt of the first service request and records the time of receipt; the first service request is the first service request received by the agent terminal; the agent terminal receives the second service request based on the time of receipt and a preset duration; the agent terminal determines the third service request accepted by the agent terminal from the first service request and the second service request.

[0106] Furthermore, the priority of the first service request and the second service request are determined using the agent terminal; based on the priority, the third service request accepted by the agent terminal is determined from the first service request and the second service request.

[0107] Furthermore, if the agent terminal has the same priority for the first service request and the second service request, the first service request is determined as the third service request accepted by the agent terminal; if the agent terminal has different priorities for the first service request and the second service request, the third service request with the highest priority is determined from the first service request and the second service request.

[0108] Furthermore, the agent terminal sends an acceptance signal to the call center that sent the third service request; receives the initial address information returned by the call center that sent the third service request; establishes communication between the agent terminal and the call terminal corresponding to the initial address information based on the initial address information, and provides services to the agent terminal corresponding to the third service request.

[0109] Furthermore, the agent terminal sends a rejection signal to the call center that sent the fourth service request. The fourth service request is a service request other than the third service request in the first and second service requests.

[0110] Furthermore, the agent terminal registers with at least two call centers; upon receiving a successful registration result, it logs into at least two call centers. This allows the agent terminal to provide services to at least two call centers.

[0111] In the technical solution provided by this invention, by using at least two call centers and the arbitration of service requests by agent terminals, the inability to recover from a failure of a call center is effectively avoided. That is, in the event of a failure of a call center, the core network continues to distribute call information to call centers with normal heartbeats. The arbitration of service requests by agent terminals further ensures the orderly and efficient processing of data, thereby improving the reliability and stability of the call center system.

[0112] Exemplary device

[0113] Based on the same concept as the method embodiments of the present invention, the present invention also provides a data processing apparatus.

[0114] Figure 6 The diagram illustrates the structure of a data processing device provided by an exemplary embodiment of the present invention, configured in a seat terminal. The seat terminal provides services to at least two call centers. When the heartbeat of the at least two call centers is normal, they receive call information allocated by the core network. The device includes: a first receiving module 61, a second receiving module 62, and a request arbitration module 63.

[0115] The first receiving module 61 is used to record the receiving time point in response to receiving the first service request; the first service request is the first service request received by the agent terminal;

[0116] The second receiving module 62 is used to receive a second service request based on the receiving time point and a preset duration; the first service request and the second service request are sent by the call center that received the call information to the agent terminal;

[0117] The arbitration module 63 is used to determine, among the first service request and the second service request, the third service request accepted by the agent terminal.

[0118] In an exemplary embodiment of the present invention, the arbitration request module includes:

[0119] A priority determination unit is used to determine the priorities corresponding to the first service request and the second service request, respectively.

[0120] An arbitration unit is configured to determine, based on the priority, the third service request accepted by the agent terminal among the first service request and the second service request.

[0121] In an exemplary embodiment of the present invention, the arbitration request unit includes

[0122] The first arbitration subunit is used to determine the first service request as the third service request accepted by the agent terminal when the first service request and the second service request have the same priority.

[0123] The second arbitration subunit is used to determine the third service request with the highest priority among the first service request and the second service request, when the priorities corresponding to the first service request and the second service request are different.

[0124] In an exemplary embodiment of the present invention, the apparatus further includes:

[0125] The signaling sending module is used to send an acceptance signaling to the call center that sent the third service request;

[0126] The address receiving module is used to receive the initial address information returned by the call center that sent the third service request;

[0127] A communication establishment module is used to establish communication between the agent terminal and the calling terminal corresponding to the initial address information based on the initial address information.

[0128] In an exemplary embodiment of the present invention, the signaling sending module is further configured to send a rejection signaling to the call center that sent the fourth service request, wherein the fourth service request is a service request other than the third service request in the first service request and the second service request.

[0129] In an exemplary embodiment of the present invention, the apparatus further includes:

[0130] The registration processing module is used to register with at least two call centers;

[0131] The login processing module is used to log in to the at least two call centers after receiving a registration result indicating successful registration.

[0132] Based on the same concept as the method embodiments of the present invention, the present invention also provides a data processing apparatus.

[0133] Figure 1 The diagram illustrates the structure of a call center system provided by an exemplary embodiment of the present invention. The call center system includes a core network 11, at least two call centers 12, and agent terminals 13, wherein the agent terminals 13 provide services to the at least two call centers 12.

[0134] The core network 11 is used to distribute call information to the at least two data centers that are normally connected to the call centers.

[0135] The at least two call centers 12 are used to send a service request to the agent terminal upon receiving the call information;

[0136] The agent terminal 13 is configured to respond to receiving a first service request and record the receiving time point; the first service request is the first service request received by the agent terminal; based on the receiving time point and a preset duration, receive a second service request; and determine the third service request accepted by the agent terminal from the first service request and the second service request.

[0137] Exemplary electronic devices

[0138] Figure 7 A block diagram of an electronic device according to an embodiment of the present invention is shown.

[0139] like Figure 7 As shown, the electronic device 70 includes one or more processors 71 and a memory 72.

[0140] The processor 71 may be a central processing unit (CPU) or other form of processing unit with data processing and / or instruction execution capabilities, and may control other components in the electronic device 70 to perform desired functions.

[0141] The memory 72 may include one or more computer program products, which may include various forms of computer-readable storage media, such as volatile memory and / or non-volatile memory. The volatile memory may include, for example, random access memory (RAM) and / or cache memory. The non-volatile memory may include, for example, read-only memory (ROM), hard disk, flash memory, etc. One or more computer program instructions may be stored on the computer-readable storage medium, and the processor 71 may execute the program instructions to implement the data processing methods of the various embodiments of the present invention described above, and / or other desired functions.

[0142] In one example, the electronic device 70 may also include an input device 73 and an output device 74, which are interconnected via a bus system and / or other forms of connection mechanism (not shown).

[0143] Of course, for the sake of simplicity, Figure 7 Only some of the components of the electronic device 70 relevant to the present invention are shown, omitting components such as buses, input / output interfaces, etc. In addition, the electronic device 70 may include any other suitable components depending on the specific application.

[0144] Exemplary computer program products and computer-readable storage media

[0145] In addition to the methods and apparatus described above, embodiments of the present invention may also be computer program products, which include computer program instructions that, when executed by a processor, cause the processor to perform the steps in the data processing methods according to various embodiments of the present invention described in the "Exemplary Methods" section of this specification.

[0146] The computer program product can be written in any combination of one or more programming languages ​​to perform the operations of the embodiments of the present invention. The programming languages ​​include object-oriented programming languages ​​such as Java and C++, as well as conventional procedural programming languages ​​such as C or similar languages. The program code can be executed entirely on the user's computing device, partially on the user's computing device, as a standalone software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server.

[0147] Furthermore, embodiments of the present invention may also be computer-readable storage media storing computer program instructions thereon, which, when executed by a processor, cause the processor to perform the steps in the data processing methods according to various embodiments of the present invention described in the "Exemplary Methods" section above.

[0148] The computer-readable storage medium may be any combination of one or more readable media. A readable medium may be a readable signal medium or a readable storage medium. A readable storage medium may, for example, include, but is not limited to, electrical, magnetic, optical, electromagnetic, infrared, or semiconductor systems, apparatuses, or devices, or any combination thereof. More specific examples of readable storage media (a non-exhaustive list) include: electrical connections having one or more wires, portable disks, hard disks, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM or flash memory), optical fibers, portable compact disk read-only memory (CD-ROM), optical storage devices, magnetic storage devices, or any suitable combination thereof.

[0149] The basic principles of the present invention have been described above with reference to specific embodiments. However, it should be noted that the advantages, benefits, and effects mentioned in the present invention are merely examples and not limitations, and should not be considered as essential features of each embodiment of the present invention. Furthermore, the specific details of the invention described above are for illustrative and facilitative purposes only, and are not limitations. These details do not limit the present invention to the necessity of employing the specific details described above.

[0150] The block diagrams of devices, apparatuses, devices, and systems involved in this invention are merely illustrative examples and are not intended to require or imply that they must be connected, arranged, or configured in the manner shown in the block diagrams. As those skilled in the art will recognize, these devices, apparatuses, devices, and systems can be connected, arranged, and configured in any manner. Words such as “comprising,” “including,” “having,” etc., are open-ended terms meaning “including but not limited to,” and are used interchangeably with them. The terms “or” and “and” as used herein refer to the terms “and / or,” and are used interchangeably with them unless the context clearly indicates otherwise. The term “such as” as used herein refers to the phrase “such as but not limited to,” and is used interchangeably with it.

[0151] It should also be noted that in the apparatus, device, and method of the present invention, the components or steps can be disassembled and / or recombined. These disassemblies and / or recombinations should be considered as equivalent solutions of the present invention.

[0152] The above description of aspects of the invention is provided to enable any person skilled in the art to make or use the invention. Various modifications to these aspects will be readily apparent to those skilled in the art, and the general principles defined herein can be applied to other aspects without departing from the scope of the invention. Therefore, the invention is not intended to be limited to the aspects shown herein, but rather to be carried out within the widest scope consistent with the principles and novel features of the invention herein.

[0153] The above description has been given for purposes of illustration and description. Furthermore, this description is not intended to limit the embodiments of the invention to the forms described herein. Although numerous exemplary aspects and embodiments have been discussed above, those skilled in the art will recognize certain variations, modifications, alterations, additions, and sub-combinations therein.

Claims

1. A data processing method, characterized in that, This is applied to agent terminals that provide services to at least two call centers, each of which receives call information allocated by the core network when its heartbeat is normal; including: Upon receiving the first service request, the receiving time is recorded; the first service request is the first service request received by the agent terminal. Based on the received time point and preset duration, a second service request is received; the first service request and the second service request are sent by the call center that received the call information to the agent terminal; Among the first service request and the second service request, the third service request accepted by the agent terminal is determined; The step of determining the third service request accepted by the agent terminal in the first service request and the second service request includes: Determine the priorities of the first service request and the second service request respectively; Based on the priority, the third service request accepted by the agent terminal is determined from the first service request and the second service request.

2. The method of claim 1, wherein, The step of determining the third service request accepted by the agent terminal from the first service request and the second service request based on the priority includes: If the first service request and the second service request have the same priority, the first service request is determined to be the third service request accepted by the agent terminal. If the first service request and the second service request have different priorities, the third service request with the highest priority is determined from the first service request and the second service request.

3. The method of claim 1, wherein, After determining the third service request accepted by the agent terminal in the first service request and the second service request, the method further includes: Send an acceptance signal to the call center that sent the third service request; Receive the initial address information returned by the call center that sent the third service request; Communication between the agent terminal and the call terminal corresponding to the initial address information is established based on the initial address information.

4. The method of claim 1, wherein, The method further includes: A rejection signaling is sent to the call center that sent the fourth service request, which is a service request other than the third service request in the first and second service requests.

5. The method of claim 1, wherein, Before the step of recording the time point of receipt in response to receiving the first service request, the method further includes: Register with at least two call centers; After receiving a successful registration result, log in to the at least two call centers.

6. A data processing apparatus, characterized by Configured in an agent terminal, the agent terminal provides services to at least two call centers, which, when their heartbeats are normal, receive call information allocated by the core network, including: The first receiving module is used to record the receiving time point in response to receiving the first service request; the first service request is the first service request received by the agent terminal. The second receiving module is used to receive a second service request based on the receiving time point and a preset duration; the first service request and the second service request are sent by the call center that received the call information to the agent terminal; The arbitration module is used to determine, among the first service request and the second service request, the third service request accepted by the agent terminal. The arbitration request module includes: A priority determination unit is used to determine the priorities corresponding to the first service request and the second service request, respectively. An arbitration unit is configured to determine, based on the priority, the third service request accepted by the agent terminal among the first service request and the second service request.

7. A call center system, characterized by The call center system includes a core network, at least two call centers, and agent terminals, wherein the agent terminals provide services to the at least two call centers. The core network is used to distribute call information to the at least two data centers via normal call centers; The at least two call centers are used to send a service request to the agent terminal upon receiving the call information; The agent terminal is configured to record the time point of receipt in response to receiving a first service request; the first service request is the first service request received by the agent terminal. Based on the received time point and the preset duration, a second service request is received; Among the first service request and the second service request, the third service request accepted by the agent terminal is determined; The step of determining the third service request accepted by the agent terminal in the first service request and the second service request includes: Determine the priorities of the first service request and the second service request respectively; Based on the priority, the third service request accepted by the agent terminal is determined from the first service request and the second service request.

8. A computer-readable storage medium storing a computer program for performing the data processing method according to any one of claims 1-5.

9. An electronic device, the electronic device comprising: processor; Memory used to store the processor's executable instructions; The processor is configured to read the executable instructions from the memory and execute the instructions to implement the data processing method according to any one of claims 1-5.

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