Call processing method and apparatus, electronic device, and computer-readable storage medium

Abstract

The application provides a call processing method and device, electronic equipment and a readable storage medium. The call processing method comprises: in the case that a call request initiated by an agent device is received, attribute information corresponding to a to-be-called list in the call request is acquired, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate service information that has been handled or service information that has not been handled by the each communication number; according to the attribute information, a call frequency threshold of the to-be-called list is determined; whether a preset first dialing frequency setting condition is started is detected, and if yes, whether to respond to the call request is determined according to the call frequency threshold. The application is beneficial to improving the efficiency and reliability of calling each communication number in the to-be-called list.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of communication, in particular to a call processing method and device, electronic equipment and readable storage medium. BACKGROUND

[0002] In an intelligent outbound call system, a list will not be dialed unlimitedly, and a call frequency threshold is usually set in the system, and the dialing will not be performed when the number of dialing exceeds the frequency threshold. However, when the frequency threshold is set too high, the user may feel repelled and the number of complaints may increase, and when the frequency threshold is set too low, the call service may be difficult to perform and the user may be lost. In view of the poor call efficiency of the existing call processing method, it is urgent to provide a method for improving the call efficiency to solve the outbound call pain points of customer service personnel and the user experience of the user who answers the call request. SUMMARY

[0003] The call processing method, device, electronic equipment and readable storage medium provided by the present application can improve the efficiency and reliability of calling each communication number in the to-be-called list.

[0004] In a first aspect, the embodiments of the present application provide a call processing method, which comprises:

[0005] In the case that a call request initiated by a seat device is received, attribute information corresponding to a to-be-called list in the call request is acquired, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate business information that has been handled or business information that has not been handled by each communication number;

[0006] According to the attribute information, a call frequency threshold of the to-be-called list is determined.

[0007] It is detected whether a preset first dialing frequency setting condition is started, and if yes, it is determined whether to respond to the call request according to the call frequency threshold.

[0008] In a second aspect, the embodiments of the present application provide a call processing device, which comprises:

[0009] The acquisition module is configured to acquire attribute information corresponding to a to-be-called list in a call request initiated by a seat device in the case that the call request is received, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate business information that has been handled or business information that has not been handled by each communication number.

[0010] The first determination module is configured to determine a call frequency threshold of the to-be-called list according to the attribute information.

[0011] The second determining module is configured to determine whether to respond to the call request according to the call frequency threshold if the preset first dialing frequency setting condition is started.

[0012] In a third aspect, an electronic device is provided, which includes a processor, a memory, and a computer program stored in the memory and executable on the processor, and the computer program, when executed by the processor, implements the steps of the call processing method according to the first aspect.

[0013] In a fourth aspect, a computer readable storage medium is provided, which stores a computer program, and the computer program, when executed by a processor, implements the steps of the call processing method according to the first aspect.

[0014] In the embodiments of the present application, first, in the case of receiving a call request initiated by a seat device, attribute information corresponding to a to-be-called list in the call request is obtained, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate service information that has been handled or service information that has not been handled by the each communication number. Second, the call frequency threshold of the to-be-called list is determined according to the attribute information. Finally, it is determined whether a preset first dialing frequency setting condition is started, and if so, it is determined whether to respond to the call request according to the call frequency threshold. Since the personnel of the seat device performs unified outbound call for each communication number in each to-be-called list when performing outbound call, and each communication number in each to-be-called list has the same attribute information and belongs to the same business scenario, it is only necessary to set different frequency thresholds according to different business scenarios to realize customized outbound call strategy for each to-be-called list. In addition, it is further possible to set whether to start the first dialing frequency setting condition, and to determine whether the customized outbound call strategy for the business scenario needs to be used through the first dialing frequency setting condition, thereby improving the rationality of the call frequency of the outbound call to the to-be-called list, and facilitating to improve the efficiency and reliability of the call to each communication number in the to-be-called list. BRIEF DESCRIPTION OF DRAWINGS

[0015] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings needed in the description of the embodiments of the present application will be briefly introduced. Obviously, the drawings in the following description are only some embodiments of the present application, and other drawings can be obtained by those skilled in the art without creative labor.

[0016] Figure 1 is one of the structure diagrams of the call system provided by the embodiments of the present application;

[0017] Figure 2is one of flowcharts of the call processing method provided by the embodiment of the present application;

[0018] Figure 3 is one of flowcharts of the call processing method provided by the embodiment of the present application;

[0019] Figure 4 is one of flowcharts of the call processing method provided by the embodiment of the present application;

[0020] Figure 5 is one of flowcharts of the call processing method provided by the embodiment of the present application;

[0021] Figure 6 is a structural schematic diagram of the call processing device provided by the embodiment of the present application;

[0022] Figure 7 is a structural schematic diagram of the call system provided by the embodiment of the present application. DETAILED DESCRIPTION

[0023] The technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application. Obviously, the described embodiments are some but not all of the embodiments of the present application. Based on the embodiments in the present application, all other embodiments obtained by those of ordinary skill in the art without creative work fall within the scope of the present application.

[0024] In the related art, in order to increase the number of acquired customers, some customer service platforms usually call target users more frequently, which will result in a large number of user complaints. Based on this, the call processing method provided by the present application, on the one hand, restricts the call frequency by the total number of calls in a preset time period, and on the other hand, classifies customers by distinguishing whether a call connection with the user has been successfully established in the preset time period, and further restricts the number of calls for the user who has successfully established a call connection, so as to avoid the problem of frequent calling of users and resulting in user complaints.

[0025] Please refer to Figure 1 , Figure 1 is a structural diagram of a call system provided by the present application, which includes a seat device 101, a call device 102 and a user device 103, wherein the seat device 101 and the call device 102 can also be the same device, which are electronic devices, and the present application does not make any limitation.

[0026] The call device 102 is used to provide a communication link medium between the seat device 101 and the user device 103. The call device 102 can include various connection types, such as wired, wireless communication link or optical cable, etc.

[0027] The user can use the user device 103 to communicate with the agent device 101 through the calling device 102. Various communication client applications can be installed on the user device 103, such as shopping applications, web browser applications, search applications, instant messaging tools, email clients, social platform software, and the like (only as examples).

[0028] The user device 103 can be various electronic devices with a display screen and supporting web browsing, including but not limited to smartphones, tablet computers, laptop computers, desktop computers, and the like.

[0029] The calling device 102 can be a server that provides various services, such as establishing a call connection, listening to call content, and the like.

[0030] It should be noted that the call processing method provided by the embodiments of the present application can be executed by the calling device 102. Correspondingly, the call processing apparatus provided by the embodiments of the present application can be arranged in the calling device 102. The call processing method provided by the embodiments of the present application can also be executed by a server or a server cluster different from the calling device 102 and capable of communicating with the agent device 101 and / or the user device 103. Correspondingly, the call processing apparatus provided by the embodiments of the present application can also be arranged in a server or a server cluster different from the calling device 102 and capable of communicating with the agent device 101 and / or the user device 103.

[0031] It should be understood that Figure 1 The number of agent devices 101, calling devices 102, and user devices 103 in the above description is only illustrative. According to the needs of implementation, there can be any number of agent devices 101, calling devices 102, and user devices 103.

[0032] Please refer to Figure 2 , Figure 2 A flowchart of a call processing method provided by the embodiments of the present application is shown in FIG. 2. The call processing method is applied to a call system. The method comprises the following steps.

[0033] In step 201, when a call request initiated by an agent device is received, attribute information corresponding to a to-be-called list in the call request is obtained. Each communication number in the to-be-called list has the same attribute. The attribute information is used to indicate service information that has been handled or service information that has not been handled by each communication number.

[0034] The above call system can be a call system in various customer service platforms. The call system can make outbound calls to customers or receive call requests from customers to establish a call connection between the customers and the agent devices. The agent device can be a customer service personnel of the call system.

[0035] In the customer service platform, in some scenarios, the agent device needs to call the user actively, for example, when the user is overdue, or when the user needs to be promoted to a new product or service, the agent device usually needs to call the user actively. In the embodiment of the application, the call request can be a call request triggered by the agent device in the above-mentioned various scenarios in which the agent device needs to call the user actively.

[0036] The above-mentioned business information can include the business name that the user has handled, and the use state of the user for the handled business, etc. The use state can be a consumption state for the handled business, or a default state for the handled business, etc. The unhandled business information can include a business newly launched by the call system and not handled by the user in the call list.

[0037] In the embodiment of the application, all users can be classified according to the attribute information in advance to obtain different call lists, wherein the users in the same call list have the same attribute information.

[0038] Step 202, determining a call frequency threshold of the call list according to the attribute information.

[0039] The call frequency threshold can be the maximum number of calls allowed to the communication number in the call list within a set time period.

[0040] In the embodiment of the application, different call frequency thresholds can be set for call lists with different attribute information, so that call activities with different call frequency thresholds can be initiated for different call lists. For example, a call list can be generated for a user who has handled a certain business and has a default behavior, and a call activity for the call list can be triggered to urge the user to perform the contract, wherein the set call frequency threshold can be set to a higher frequency threshold. Correspondingly, a call list can be generated for a user who has not handled a certain business, and a call activity for the call list can be triggered to promote the new business to the user, wherein the set call frequency threshold can be set to a lower frequency threshold.

[0041] Step 203, detecting whether a preset first dialing frequency setting condition is started, and if yes, determining whether to respond to the call request according to the call frequency threshold.

[0042] In the embodiment of the present application, the relevant personnel can manually start or close the first dialing frequency setting condition according to actual conditions, and specifically can start or close the first dialing frequency setting condition in the form of a dialog box. It can be understood that when the first dialing frequency setting condition is in a closed state, it is not necessary to determine whether to respond to the call request according to the call frequency threshold, for example, when the first dialing frequency setting condition is in a closed state, the call list can be directly called. Alternatively, when the first dialing frequency setting condition is in a closed state, it is determined whether to respond to the call request based on other judgment conditions other than the call frequency threshold.

[0043] In the case of responding to the call request, the communication number in the call list is called.

[0044] In this embodiment, first, in the case of receiving a call request initiated by a seat device, attribute information corresponding to a call list in the call request is obtained, each communication number in the call list has the same attribute, and the attribute information is used to indicate the service information handled or the service information not handled by each communication number. Second, the call frequency threshold of the call list is determined according to the attribute information. Finally, it is detected whether a preset first dialing frequency setting condition is started. If yes, it is determined whether to respond to the call request according to the call frequency threshold. Since the personnel of the seat device performs unified outbound call for each communication number in each call list during outbound call, and each communication number in each outbound call list has the same attribute information and belongs to the same business scenario, it is only necessary to set different frequency thresholds according to different business scenarios to realize customized outbound call strategy for each outbound call list. In addition, it can be further set whether to start the first dialing frequency setting condition, and whether the customized outbound call strategy for the business scenario needs to be used is determined through the first dialing frequency setting condition, thereby improving the rationality of the call frequency of the outbound call for the call list, and being beneficial to improving the efficiency and reliability of the call for each communication number in the call list.

[0045] Optionally, the call frequency threshold of the call list is determined according to the attribute information, including: in the case of detecting that there is no first frequency threshold corresponding to the call list, determining a second frequency threshold matched with the attribute information as the call frequency threshold of the call list; or in the case of detecting that there is the first frequency threshold corresponding to the call list, determining the first frequency threshold as the call frequency threshold of the call list.

[0046] Specifically, the number of users with the same attribute information can be large, and thus, the users with the same attribute information can be divided into multiple calling lists. If the calling frequency threshold is set for all users with the same attribute information, the calling effect can still be poor.

[0047] Therefore, the calling system can further support managing the users to set the calling frequency threshold, i.e., the first frequency threshold, for part of the multiple calling lists with the same attribute information. In this way, when determining the calling frequency threshold of the calling list, if the first frequency threshold is preset for the calling list, the first frequency threshold is determined as the calling frequency threshold. If the first frequency threshold is not set for the calling list, the second frequency threshold matching the attribute information can be determined as the calling frequency threshold of the calling list. For example, the second frequency threshold matching the attribute information can be preset and determined as the calling frequency threshold.

[0048] In this embodiment, the multiple calling lists with the same attribute information are further divided, and thus, different calling frequencies can be set for different types of users to reduce the disturbance to part of the users on the basis of avoiding the loss of users.

[0049] Optionally, the second frequency threshold matching the attribute information is obtained by detecting whether the business already handled or the business not handled in the attribute information is configured with a preset calling frequency threshold, the preset calling frequency threshold being determined according to the historical calling record of the business already handled or the business not handled; if yes, the preset calling frequency threshold configured by the business already handled or the business not handled is determined as the second frequency threshold matching the attribute information; if no, a third frequency threshold by default of the calling system is determined as the second frequency threshold matching the attribute information.

[0050] Before the calling frequency threshold of the calling list is determined according to the attribute information, the method further includes detecting whether there is a second frequency threshold corresponding to the attribute information, and if yes, the calling frequency threshold is determined as the second frequency threshold; and the method further includes, in the case where no second frequency threshold corresponding to the attribute information is detected, determining the calling frequency threshold as a third frequency threshold, wherein the third frequency threshold is a calling frequency threshold corresponding to the calling system.

[0051] In the embodiments of the present application, the relevant personnel can determine whether to configure the corresponding preset call frequency threshold according to the business that has been handled or the business that has not been handled in the attribute information. For example, the preset frequency threshold can be set for the communication list that has handled a specific business, and the preset frequency threshold is not set for the communication list that has not handled the business. In addition, different call frequency thresholds can be set for different businesses.

[0052] In the case where it is detected that there is a preset frequency threshold corresponding to the attribute information, the preset frequency threshold is determined as the second frequency threshold, and the second frequency threshold is preferentially determined as the call frequency threshold. Correspondingly, in the case where it is not detected that there is a preset frequency threshold corresponding to the attribute information, the call frequency threshold is determined as a third frequency threshold by default of the call system.

[0053] In the embodiments, the relevant personnel can select whether to set the corresponding preset frequency threshold for the attribute information, and the determined call frequency threshold is different in the case where the preset frequency threshold is set and the case where the preset frequency threshold is not set. Therefore, the diversity of the value of the call frequency threshold is further improved, and the relevant personnel can set the value of the call frequency threshold according to the actual situation.

[0054] Optionally, the determining whether to respond to the call request according to the call frequency threshold comprises: in the case where it is detected that a preset second dialing frequency setting condition is started, determining whether to respond to the call request according to the call frequency threshold and a fourth frequency threshold, the fourth frequency threshold being smaller than the call frequency threshold; and in the case where it is not detected that the preset second dialing frequency setting condition is started, determining whether to respond to the call request according to the call frequency threshold.

[0055] Specifically, in the call system, the relevant personnel can select to start or stop the second dialing frequency setting condition. The first dialing frequency setting condition and the second dialing frequency setting condition are independent judgment conditions, and the relevant personnel can select to stop both or start at least one of the two. The first dialing frequency setting condition and the second dialing frequency setting condition can be judgment conditions that the relevant personnel pre-configures to determine whether to allow the agent device to call the call list. Specifically, the first dialing frequency setting condition can be a judgment condition that determines whether to allow the agent device to call the call list based on the relative size between the dialing frequency of the agent device to the call list and the call frequency threshold. The second dialing frequency setting condition can be a judgment condition that determines whether to allow the agent device to call the call list based on the relative size between the dialing frequency of the agent device to the call list and the fourth frequency threshold.

[0056] When the first dialing frequency setting condition and the second dialing frequency setting condition are both in the enabled state, when determining whether to respond to the call request, it is necessary to respectively determine whether the call condition is met based on the first dialing frequency setting condition and the second dialing frequency setting condition, and if it is determined that the call condition is met based on the first dialing frequency setting condition and the second dialing frequency setting condition, the call request can be responded to. Correspondingly, if it is determined that at least one of the first dialing frequency setting condition and the second dialing frequency setting condition does not meet the call condition, the call request can be rejected.

[0057] The first dialing frequency setting condition and the second dialing frequency setting condition are different constraint conditions for restricting the number of calls of the agent device. The call frequency threshold can be a frequency threshold corresponding to the first dialing frequency setting condition, that is, the first dialing frequency setting condition and the call frequency threshold can be used to determine whether to respond to the call request. Correspondingly, the fourth frequency threshold can be a frequency threshold corresponding to the second dialing frequency setting condition, that is, the second dialing frequency setting condition and the fourth frequency threshold can be used to determine whether to respond to the call request.

[0058] The above-mentioned determination of whether to respond to the call request according to the call frequency threshold in the case where the preset second dialing frequency setting condition is not detected to be enabled can specifically include: determining a first call number, the first call number being a number of calls made by the call system to the first communication number within a preset time period; and initiating a call request to the first communication number in the case where the first call number is less than the call frequency threshold.

[0059] In this embodiment, since the relevant personnel can choose whether to enable the second dialing frequency setting condition, thus, according to the enabled state of the second dialing frequency setting condition, different call frequency thresholds can be determined, which is beneficial to further improve the diversity of the value of the call frequency threshold, and thus the relevant personnel can set the value of the call frequency threshold according to the actual situation.

[0060] Optionally, the determining whether to respond to the call request according to the call frequency threshold and the fourth frequency threshold comprises: determining a first call frequency, the first call frequency being a number of times of calling the first communication number by the call system in a preset time period, wherein the first communication number is any communication number in the call list; in a case where the first call frequency is less than the call frequency threshold, obtaining a second call frequency, the second call frequency being a number of times of calling the first communication number by the call system after a call connection between the agent device and a user device corresponding to the first communication number is successfully established in the preset time period; and in a case where the second call frequency is less than the fourth frequency threshold, initiating a call request to the first communication number.

[0061] The call frequency threshold can be a maximum number of times of calling the first communication number in the preset time period, and the call frequency threshold and the length of the preset time period can be selected according to actual conditions. For example, in an embodiment of the present application, the preset time period is one month, and the call frequency threshold is 5. In this way, in a case where the first call frequency is less than 5, it is determined that the judgment result of the judgment based on the first dialing frequency setting condition is that the call request to the first communication number is allowed. In this case, it is necessary to further judge based on the second dialing frequency setting condition to determine whether the call request to the first communication number is allowed.

[0062] Specifically, by further judging whether the second call frequency is less than the fourth frequency threshold, if yes, it is determined that the judgment result of the judgment based on the second dialing frequency setting condition is that the call request to the first communication number is allowed, and in this case, the call request to the first communication number is initiated.

[0063] It can be understood that in a case where the first call frequency is greater than or equal to the call frequency threshold, the call request to the first communication number is rejected. In addition, in a case where the second call frequency is greater than or equal to the fourth frequency threshold, the call request to the first communication number is rejected.

[0064] Specifically, the call frequency threshold is greater than the fourth frequency threshold. In the embodiment of the present application, in order to avoid the problem that the user experience is poor due to frequent calls to a user after successfully contacting the user within a preset time period. By further determining the relative size of the second call frequency and the fourth frequency threshold, it is determined whether to make a call. For example, in the case where the call frequency threshold is 5, the fourth frequency threshold is 1, and the first call frequency is 2, if a call request of the agent device is received, at this time, since the first call frequency is less than the call frequency threshold, it is further determined whether a call connection between the target communication number and the agent device is successfully established within the preset time period, if yes, the second call frequency is obtained, when the second call frequency is 2, since the second call frequency exceeds the fourth frequency threshold, the call request of the agent device can be rejected, that is, the call between the agent device and the first communication number is not initiated; if the second call frequency is 0, since the second call frequency does not exceed the fourth frequency threshold, the call to the first communication number can be initiated to establish the call connection between the agent device and the first communication number.

[0065] In the embodiment, in the case where the call request initiated by the agent device is received, it is first determined whether the call frequency to the first communication number within the preset time period exceeds the call frequency threshold; if the call frequency to the first communication number within the preset time period does not exceed the call frequency threshold, it is further determined whether a call connection between the agent device and the first communication number is successfully established within the preset time period, if yes, it is further determined whether the call frequency to the target communication number after the call connection between the agent device and the first communication number is successfully established exceeds the fourth frequency threshold, if no, the first communication number is called, thus, the problem that the user experience is poor due to frequent calls to a user after a call connection with the user is successfully established can be avoided, thereby facilitating to improve the call effect.

[0066] Optionally, after the call request to the first communication number is initiated, the method further comprises: obtaining target user information corresponding to the first communication number, the target user information being user information provided by a target user associated with the first communication number; determining a target corpus matching the target user information in a preset corpus based on the target user information; and in the case where the call center successfully establishes the call connection between the agent device and the first communication number, the target corpus is sent to the agent device.

[0067] Specifically, in the embodiments of the present application, the corresponding corpus can be pre-configured in the call system for different types of users. For example, in the collection scenario, the target user information can include the number of times of collection. According to the different number of times of collection, different corpora are configured. For example, when the number of times of collection is more, the rhetoric in the corresponding corpus is more tough. Correspondingly, when the number of times of collection is less, relatively mild corpus can be used. In this way, the effect of collection is improved.

[0068] It can be understood that the above-mentioned target user information can be information actively input by the user in the process of accessing the application corresponding to the call system or registering the communication number. In the embodiments of the present application, the acquisition, storage and application of user personal information are in line with relevant laws and regulations and do not violate public order and good customs. In addition, different corpora can be set for different groups of people. For example, corpora corresponding to users of different age stages can be pre-configured, so that the agent device can communicate with the user according to the speaking habits of the user at the age stage, thereby improving the effectiveness of the communication process. The target user information includes the age of the user to whom the first communication number belongs.

[0069] The above-mentioned acquisition of the target user information corresponding to the first communication number can mean that the target user information corresponding to the first communication number is acquired at the same time as the call request to the first communication number is initiated. Alternatively, the acquisition of the target user information corresponding to the first communication number can also mean that the target user information corresponding to the first communication number is acquired when the call connection between the agent device and the user equipment of the first communication number is successfully established. In addition, the acquisition of the target user information corresponding to the first communication number can also mean that the target user information corresponding to the first communication number is acquired before the call request to the first communication number is initiated and before the call connection between the agent device and the user equipment of the first communication number is successfully established.

[0070] In this embodiment, by determining the group of people to which the user to whom the first communication number belongs based on the target user information, selecting the target corpus in the pre-configured corpus based on the group of people to which the user belongs, and then sending the target corpus to the agent device, the agent device can communicate with the user according to the target corpus after the call connection between the agent device and the first communication number is established, thereby improving the quality of communication.

[0071] Optionally, after the call request is initiated to the first communication number, the method further comprises: if the user equipment of the first communication number rejects the call request, obtaining incoming call request information received by the call system in a preset time period, the preset time period being a time period after the user equipment of the first communication number rejects the call request; and in a case where the incoming call request information indicates that an incoming call request of the first communication number is received in the preset time period, inserting the incoming call request of the first communication number into a first position in a to-be-called list corresponding to the agent equipment.

[0072] The first communication number can be rejected by the user corresponding to the first communication number after the call request is initiated to the first communication number.

[0073] In the embodiments of the present application, during the process of calling the to-be-called list, there can be a case where some users reject to be called. However, the user rejection to be called can be caused by some special reasons that make the user unable to be called at that time. After the special reasons disappear, the user can actively call back. Based on this, in the embodiments of the present application, the length of the preset time period can be set in advance. If an incoming call request of the first communication number is received in the preset time period, the first communication number can be inserted into a first position in a to-be-called list corresponding to the agent equipment, so as to timely establish a call connection between the agent equipment and the first communication number, thereby improving the call effect.

[0074] In addition, in another embodiment of the present application, in a case where the incoming call request information indicates that an incoming call request of the first communication number is received in the preset time period, the call connection between the agent equipment and the first communication number can be established after the agent equipment ends a call connection with a fourth communication number, wherein the fourth communication number is a communication number currently being called by the agent equipment.

[0075] The length of the preset time period can be set according to actual conditions, for example, can be 10 minutes, 30 minutes, etc.

[0076] In this embodiment, by obtaining incoming call request information received by the call system in a preset time period, in a case where the incoming call request information indicates that an incoming call request of the first communication number is received in the preset time period, the incoming call request is inserted into a first position in a to-be-called list corresponding to the agent equipment. In this way, the call connection between the agent equipment and the call-back user can be established in time, thereby improving the call effect.

[0077] In an embodiment of the present application, the attribute information can further include preset activity information, wherein the preset activity information can be a plurality of call subjects preconfigured by the call system, and the activity can refer to various call causes, for example, can include a revisit call activity for a user without transaction in 30 days, a call activity for a new customer, a greeting activity for an active user, etc. Different second frequency thresholds can be configured for different activities, i.e., the second frequency thresholds corresponding to different preset activity information are different.

[0078] Please refer to Figure 2 In the embodiment of the present application, in the case that the call request of the agent device is received, it is first queried whether the preset activity information exists in the target attribute information, if not, the third frequency threshold is determined as the call frequency threshold. If the preset activity information exists, the first frequency threshold is queried, if the first frequency threshold exists, the first frequency threshold is preferentially determined as the call frequency threshold. If the first frequency threshold does not exist, it is queried whether the second frequency threshold exists, if the second frequency threshold exists, the second frequency threshold is determined as the call frequency threshold. If the second frequency threshold does not exist, the third frequency threshold is determined as the call frequency threshold. The first frequency threshold, the second frequency threshold and the third frequency threshold are consistent with the first frequency threshold, the second frequency threshold and the third frequency threshold in the above embodiment. Through the above steps, the value of the call frequency threshold can be determined.

[0079] Then, it can be judged whether the first dialing frequency setting condition is started, in the case that the first dialing frequency setting condition is started, it is determined whether the first call number is greater than or equal to the call frequency threshold, if yes, the call request is rejected. If the first call number is less than the call frequency threshold, it is further judged whether the second dialing frequency setting condition is started, in the case that the second dialing frequency setting condition is started, it is determined whether the second call number is greater than or equal to the fourth frequency threshold, if yes, the call request is rejected. If the second call number is less than the fourth frequency threshold, the number dialing is sent. In addition, if the first dialing frequency setting condition is not started, the action of judging whether the second dialing setting condition is started is directly executed. Correspondingly, if the second dialing frequency setting condition is not started, the number dialing is directly sent.

[0080] Please refer to Figure 3The overall flowchart of the call processing method provided by the embodiment of the present application is shown in the figure, and specifically includes the following steps: firstly, a global call frequency limit rule is set, i.e., the size of the third frequency threshold is set. Then, an active special call frequency limit rule is set, i.e., the first frequency threshold corresponding to the above-mentioned to-be-called list is set. Then, the call system receives the call list, and finally, different call frequency limits are executed based on the first dialing frequency setting condition and the second dialing frequency setting condition.

[0081] Please refer to Figure 4 In one specific embodiment of the present application, it is assumed that the preset time period is 3 days and the third frequency threshold is 5. The preset active information corresponding to list A indicates that list A belongs to activity A, and the second frequency threshold corresponding to activity A is 2; the preset active information corresponding to list B indicates that list B belongs to activity B, and the second frequency threshold corresponding to activity B is 2; the preset active information corresponding to list C indicates that list C belongs to activity C, and the second frequency threshold corresponding to activity C is not set. List D has no activity. The first frequency threshold corresponding to activity A is 1. And list A, list B, list C and list D have all been called 2 times within the preset time period. The method includes the following steps:

[0082] Receiving list A, list B, list C and list D;

[0083] When list A is called out, it is queried whether there is an activity, and it is queried that list A belongs to activity A. Then, it is queried whether list A has a first frequency threshold, and it is queried that the first frequency threshold is 1. At this time, since the number of calls is 2, i.e., the number of calls is greater than 1, the calling out of list A is stopped.

[0084] When list B is called out, it is queried that list B belongs to activity B. Then, it is queried whether list B has a first frequency threshold, and it is queried that list B does not have a first frequency threshold. Therefore, according to the second frequency threshold corresponding to list B, since the second frequency threshold corresponding to list B is 2 and the number of calls is also 2, the calling out of list B is stopped.

[0085] When list C is called out, it is queried that list C belongs to activity C. Then, it is queried whether list C has a first frequency threshold, and it is queried that list C does not have a first frequency threshold. Since the second frequency threshold corresponding to activity C is not set, filtering is performed according to the third frequency threshold. Since the number of calls is less than the third frequency threshold, the calling out is started.

[0086] When list D is called out, since no activity is queried, filtering is performed according to the third frequency threshold. Since the number of calls is less than the preset number of calls, the calling out is started.

[0087] Please refer to Figure 6A structural schematic diagram of a call processing apparatus 600 provided by an embodiment of the present application, the call processing apparatus 600 comprises:

[0088] A first obtaining module 601 is configured to, in a case where a call request initiated by an agent device is received, obtain attribute information corresponding to a to-be-called list in the call request, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate service information that has been handled or service information that has not been handled by the each communication number;

[0089] A first determining module 602 is configured to determine a call frequency threshold of the to-be-called list according to the attribute information.

[0090] A second determining module 603 is configured to detect whether a preset first dialing frequency setting condition is started, and if yes, determine whether to respond to the call request according to the call frequency threshold.

[0091] Optionally, the first determining module 602 is specifically configured to, in a case where it is detected that there is no first frequency threshold corresponding to the to-be-called list, determine a second frequency threshold matched with the attribute information as the call frequency threshold of the to-be-called list; or the first determining module 602 is specifically further configured to, in a case where it is detected that there is the first frequency threshold corresponding to the to-be-called list, determine the first frequency threshold as the call frequency threshold of the to-be-called list.

[0092] Optionally, the second frequency threshold matched with the attribute information is obtained by detecting whether the handled service or the unhandled service in the attribute information is configured with a preset call frequency threshold, the preset call frequency threshold is determined according to historical call records of the handled service or the unhandled service; if yes, the preset call frequency threshold configured by the handled service or the unhandled service is determined as the second frequency threshold matched with the attribute information; if no, a third call frequency threshold by default of the call system is determined as the second frequency threshold matched with the attribute information.

[0093] Optionally, the second determining module 603 is specifically configured to, in a case where it is detected that a preset second dialing frequency setting condition is started, determine whether to respond to the call request according to the call frequency threshold and a fourth frequency threshold, the fourth frequency threshold is smaller than the call frequency threshold; and the second determining module 603 is specifically further configured to, in a case where it is detected that the preset second dialing frequency setting condition is not started, determine whether to respond to the call request according to the call frequency threshold.

[0094] Optionally, the second determining module 603 comprises: a first determining sub-module, configured to determine a first call frequency, the first call frequency being a call frequency of the call system to a first communication number in a preset time period, wherein the first communication number is any communication number in the call list; an obtaining sub-module, configured to obtain a second call frequency in a case where the first call frequency is less than the call frequency threshold, the second call frequency being a call frequency of the call system to the first communication number after a call connection between the agent device and a user device corresponding to the first communication number is successfully established in the preset time period; and a calling sub-module, configured to initiate a call request to the first communication number in a case where the second call frequency is less than the fourth frequency threshold.

[0095] Optionally, the apparatus further comprises: a second obtaining module, configured to obtain target user information corresponding to the first communication number when initiating the call request to the first communication number, the target user information being user information provided by a target user associated with the first communication number; a third determining module, configured to determine target corpus matching the target user information in a preset corpus based on the target user information; and a sending module, configured to send the target corpus to the agent device in a case where the call center successfully establishes a call connection between the agent device and the first communication number.

[0096] Optionally, the apparatus further comprises: a third obtaining module, configured to obtain incoming call request information received by the call system in a preset time period in a case where the user device of the first communication number rejects the call request, the preset time period being a time period after the user device of the first communication number rejects the call request; and a sorting module, configured to insert an incoming call request of the first communication number into a first position in a to-be-answered list corresponding to the agent device in a case where the incoming call request information represents that the incoming call request of the first communication number is received in the preset time period.

[0097] The call processing apparatus 600 provided by the embodiments of the present application can implement each process in the call processing method embodiments, and thus details are not repeated here.

[0098] Referring to Figure 7 , Figure 7 is a structural diagram of a call system provided by another embodiment of the present application, as shown in Figure 7 the call system comprises a processor 701, a memory 702, and a computer program stored in the memory 702 and executable on the processor, various components in the server are coupled together through a bus interface 703, and the computer program is executed by the processor 701 to implement the following steps:

[0099] In a case that a call request initiated by the agent device is received, attribute information corresponding to a call list in the call request is acquired, each communication number in the call list has the same attribute, and the attribute information is used to indicate service information that has been handled or service information that has not been handled by the each communication number;

[0100] According to the attribute information, a call frequency threshold of the call list is determined.

[0101] It is detected whether a preset first dialing frequency setting condition is started, and if yes, it is determined according to the call frequency threshold whether to respond to the call request.

[0102] The embodiment of the application further provides an electronic device, including a processor, a memory, a computer program stored in the memory and executable on the processor, the computer program is executed by the processor to realize each process of the method embodiment, and the same technical effects can be achieved, to avoid repetition, which will not be repeated here.

[0103] The embodiment of the application further provides a computer readable storage medium, the computer readable storage medium stores a computer program, the computer program is executed by the processor to realize each process of the method embodiment, and the same technical effects can be achieved, to avoid repetition, which will not be repeated here. The computer readable storage medium includes a read-only memory (ROM), a random access memory (RAM), a magnetic disk or an optical disk.

[0104] It should be noted that in this paper, the term "includes", "contains" or any other variant thereof is intended to cover non-exclusive inclusion, so that the process, method, article or device including a series of elements not only includes those elements, but also includes other elements not explicitly listed, or includes elements inherent to such process, method, article or device. Without more limitations, the element defined by the statement "includes a" does not exclude the existence of other identical elements in the process, method, article or device including the element.

[0105] Those skilled in the art can clearly understand the above-mentioned embodiment method can be realized by means of software and the necessary general hardware platform, of course, also can be through hardware, but many cases the former is the better embodiment. Based on such understanding, the technical solutions of the present application essentially or say the part of the contribution to the prior art can be embodied in the form of software products, the computer software product is stored in a storage medium (such as ROM / RAM, magnetic disc, optical disc), including a number of instructions to make an electronic device (may be a mobile phone, computer, server, air conditioner, or network equipment, etc.) executes the method described in various embodiments of the present application.

[0106] The embodiments of the present application are described above in combination with the drawings, but the present application is not limited to the above-mentioned specific embodiments, the above-mentioned specific embodiments are only illustrative, but not limited, those skilled in the art can make many forms without departing from the purpose of the present application and the scope of the claims, which are all within the protection of the present application.

Claims

1. A call processing method characterized by comprising: The method comprises: In the case of receiving a call request initiated by a seat device, attribute information corresponding to a to-be-called list in the call request is acquired, each communication number in the to-be-called list has the same attribute, and the attribute information is used to indicate service information that has been handled or service information that has not been handled by each communication number; According to the attribute information, a call frequency threshold of the to-be-called list is determined; It is detected whether a preset first dialing frequency setting condition is started, and if so, it is determined according to the call frequency threshold whether to respond to the call request.

2. The method of claim 1, wherein, The determination of the call frequency threshold of the to-be-called list according to the attribute information comprises: In the case of detecting that there is no first frequency threshold corresponding to the to-be-called list, a second frequency threshold matched with the attribute information is determined as the call frequency threshold of the to-be-called list; or, In the case of detecting that there is the first frequency threshold corresponding to the to-be-called list, the first frequency threshold is determined as the call frequency threshold of the to-be-called list.

3. The method of claim 2, wherein, The second frequency threshold matched with the attribute information is acquired by the following way: It is detected whether the handled service or the unhandled service in the attribute information is configured with a preset call frequency threshold, and the preset call frequency threshold is determined according to the historical call record of the handled service or the unhandled service; If yes, the preset call frequency threshold configured by the handled service or the unhandled service is determined as the second frequency threshold matched with the attribute information; If no, a third frequency threshold by default of a call system is determined as the second frequency threshold matched with the attribute information.

4. The method of claim 1, wherein, The determination of whether to respond to the call request according to the call frequency threshold comprises: In the case of detecting that a preset second dialing frequency setting condition is started, it is determined according to the call frequency threshold and a fourth frequency threshold whether to respond to the call request, and the fourth frequency threshold is smaller than the call frequency threshold; In the case of not detecting that the preset second dialing frequency setting condition is started, it is determined according to the call frequency threshold whether to respond to the call request.

5. The method of claim 4, wherein, The determination of whether to respond to the call request according to the call frequency threshold and the fourth frequency threshold comprises: A first call number is determined, the first call number is the called number of a call system to a first communication number in a preset time period, and the first communication number is any communication number in the to-be-called list; In the case of the first call number being less than the call frequency threshold, a second call number is acquired, the second call number is the called number of the call system to the first communication number after a call connection between a user device corresponding to the first communication number and the seat device is successfully established in the preset time period; In the case of the second call number being less than the fourth frequency threshold, a call request is initiated to the first communication number.

6. The method of claim 5, wherein, After the call request is initiated to the first communication number, the method further comprises: obtaining target user information corresponding to the first communication number, the target user information being user information provided by a target user associated with the first communication number; determining, based on the target user information, a target corpus matching the target user information in a preset corpus; in a case where a call connection between the agent device and the first communication number is successfully established in a call center, sending the target corpus to the agent device.

7. The method of claim 5, wherein, After the call request is initiated to the first communication number, the method further includes: if the user device of the first communication number rejects the call request, obtaining incoming call request information received by the call system in a preset time period, the preset time period being a time period after the user device of the first communication number rejects the call request; in a case where the incoming call request information indicates that an incoming call request of the first communication number is received in the preset time period, inserting the incoming call request of the first communication number at a first position in a to-be-answered list corresponding to the agent device.

8. A call processing apparatus characterized by comprising: comprise: an obtaining module, configured to, in a case where a call request initiated by an agent device is received, obtain attribute information corresponding to a to-be-called list in the call request, each communication number in the to-be-called list having the same attribute, the attribute information being used to indicate service information that has been handled or service information that has not been handled by the each communication number; a first determining module, configured to determine a call frequency threshold of the to-be-called list according to the attribute information; a second determining module, configured to detect whether a preset first dialing frequency setting condition is started, and if so, determine whether to respond to the call request according to the call frequency threshold.

9. An electronic device, comprising: comprise a processor, a memory, and a computer program stored on the memory and executable on the processor, the computer program being executed by the processor to implement the call processing method steps in any one of claims 1 to 7.

10. A computer-readable storage medium, characterized in that, The computer readable storage medium stores a computer program, and the computer program is executed by the processor to implement the call processing method steps in any one of claims 1 to 7.

Images