Call receiving method, server and non-transitory readable storage medium

Abstract

The application relates to the technical field of parking lot management, and discloses a call receiving method, a server and a nonvolatile readable storage medium. The call receiving method comprises the following steps: in response to a call request sent by a calling device, obtaining a list, sending the call request to a candidate device, so that the candidate device returns a call operation result according to the call request; if the call operation result is a call acceptance result, controlling the candidate device to join a preset group, the preset group comprising at least one receiving device that has joined the preset group, and creating a data transmission channel between the receiving device and the calling device. According to the embodiment, the call request can be sent to each candidate device according to the list, so that the one-to-many mode is achieved, the problem of too few receiving points caused by the one-to-one mode and the low communication efficiency are avoided, the number of receiving points is increased through the one-to-many mode, the probability and reliability of responding to the call request of a user are improved, and the communication efficiency is also improved.

Description

Technical Field

[0001] The present invention relates to the technical field of parking lot management, and in particular to a call answering method, a server and a non-volatile readable storage medium. Background Art

[0002] Existing parking lots often have unmanned booths equipped with paging devices. Users can use the paging devices locally, which establish a communication connection with backend equipment. Backend customer service personnel, through the collaboration between the backend equipment and the paging devices, can communicate with users and complete relevant business transactions.

[0003] Existing parking lots support a point-to-point conversation model, where a single calling device corresponds to a single backend device. Furthermore, a single backend device can only be operated by a single customer service representative, and users can typically only communicate with that representative. When the representative is busy, the user passively waits for them. Only when they become available can they initiate a service call with the user. Consequently, this conversation model is inefficient. Summary of the Invention

[0004] An object of an embodiment of the present invention is to provide a call answering method, a server, and a non-volatile readable storage medium, aiming to solve the technical problem of low communication efficiency in the prior art.

[0005] In a first aspect, an embodiment of the present invention provides a call answering method, comprising:

[0006] In response to a call request sent by a calling device, obtaining a name list, wherein the name list includes device information of at least one candidate device;

[0007] Sending the call request to the candidate device, so that the candidate device returns a call operation result according to the call request;

[0008] If the call operation result is a call acceptance result, controlling the candidate device to join a preset group, the preset group including at least one answering device, and the answering device is a candidate device that has joined the preset group;

[0009] A data transmission channel is established between the answering device and the calling device.

[0010] Optionally, the method further includes:

[0011] If it is detected that the preset group is in an empty group state within the first preset time period, obtaining the total service time of each pending device, wherein the pending device is a candidate device that has not returned a call operation result;

[0012] The group joining operation is performed according to the total service time of each of the pending devices.

[0013] Optionally, performing the group joining operation according to the total service duration of each of the pending devices includes:

[0014] Determining the grade weight of each of the pending devices;

[0015] Calculate the weighted duration based on the level weight and total service duration of each of the pending devices;

[0016] Determine the target device according to the weighted duration of each of the pending devices;

[0017] Control the target device to join the preset group.

[0018] Optionally, after the target device joins the preset group, the method further includes:

[0019] monitoring whether the data transmission channel transmits audio data within a second preset time period;

[0020] If so, determining whether to perform a device switching operation based on the audio data;

[0021] If not, perform a device switching operation.

[0022] Optionally, determining whether to perform a device switching operation according to the audio data includes:

[0023] determining conversation semantics based on the audio data;

[0024] If the session semantics are positive semantics, maintaining the data transmission channel between the target device and the calling device;

[0025] If the session semantics are negative, a device switching operation is performed.

[0026] Optionally, performing a device switching operation includes:

[0027] Obtaining a member list of the preset group, where the member list may include device information of at least one answering device;

[0028] Eliminate the target device according to the group member list to obtain a group member list after elimination;

[0029] Determine a new target device based on the list of removed group members;

[0030] Control the new target device to join the preset group.

[0031] Optionally, determining the target device according to the weighted duration of each of the to-be-determined devices includes:

[0032] The weighted durations of the pending devices are screened out to obtain the pending device with the minimum weighted duration, wherein the pending device with the minimum weighted duration is the target device.

[0033] Optionally, the method further includes:

[0034] Get the group joining request sent by the external device;

[0035] If the group joining request is authenticated, the external device is controlled to join the preset group.

[0036] In a second aspect, an embodiment of the present invention provides a server, including:

[0037] at least one processor; and,

[0038] a memory communicatively connected to the at least one processor; wherein,

[0039] The memory stores instructions that can be executed by the at least one processor. The instructions are executed by the at least one processor to enable the at least one processor to perform the above-mentioned call answering method.

[0040] In a third aspect, an embodiment of the present invention provides a non-volatile readable storage medium storing computer-executable instructions, wherein the computer-executable instructions are used to enable a server to execute the above-mentioned call answering method.

[0041] In a call answering method provided in an embodiment of the present invention, first, in response to a call request sent by a calling device, a list is obtained, wherein the list includes device information of at least one candidate device. A call request is then sent to the candidate device, so that the candidate device returns a call operation result according to the call request. Therefore, this embodiment can send the call request to each candidate device according to the list, achieving a one-to-many communication solution and avoiding the problem of insufficient answering points and low communication efficiency caused by a one-to-one approach. This embodiment increases the number of answering points through a one-to-many approach, thereby improving the probability and reliability of responding to user call requests and thereby improving communication efficiency. Next, if the call operation result is a call acceptance result, the candidate device is controlled to join a preset group. The preset group includes at least one answering device, which is a candidate device that has already joined the preset group. Although the candidate device is on the list, this embodiment does not initially force all candidate devices to join the preset group. Instead, it controls the candidate device to join the preset group based on the call acceptance result returned by the candidate device, thereby improving the user experience of the candidate device. Finally, a data transmission channel is created between the answering device and the calling device. Therefore, if multiple candidate devices are added to the preset group, that is, the number of answering devices is multiple, multiple answering devices can create data transmission channels with the calling device, and multiple answering devices can process the call requests of the calling device at the same time, which is conducive to improving communication efficiency, reducing the user's waiting time for answering, and improving user experience. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] One or more embodiments are exemplarily illustrated by pictures in the corresponding drawings. These exemplifications do not constitute limitations on the embodiments. Elements with the same reference numerals in the drawings are represented as similar elements. Unless otherwise stated, the figures in the drawings do not constitute proportional limitations.

[0043] Figure 1 A schematic diagram of the structure of a call system provided by an embodiment of the present invention;

[0044] Figure 2 A flowchart of a call answering method provided by an embodiment of the present invention;

[0045] Figure 3 A schematic diagram of a first scenario of call answering provided by an embodiment of the present invention;

[0046] Figure 4 A schematic diagram of a second scenario of call answering provided by an embodiment of the present invention;

[0047] Figure 5 A schematic diagram of a state in which a server according to an embodiment of the present invention sends a call request to each candidate device in a list, and each candidate device returns a call operation result;

[0048] Figure 6 A schematic diagram of a server according to an embodiment of the present invention generating a service screen according to a preset group;

[0049] Figure 7 A schematic diagram of a scenario in which an external device joins a preset group according to an embodiment of the present invention;

[0050] Figure 8 A schematic diagram of the service duration provided by each mobile phone in each time period according to an embodiment of the present invention;

[0051] Figure 9 A schematic structural diagram of a call answering device provided by an embodiment of the present invention;

[0052] Figure 10 A schematic diagram of the circuit structure of a server provided in an embodiment of the present invention. DETAILED DESCRIPTION

[0053] In order to make the purpose, technical solutions and advantages of the present invention more clearly understood, the present invention is further described in detail below with reference to the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present invention and are not intended to limit the present invention. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without making creative work are within the scope of protection of the present invention.

[0054] It should be noted that, unless there is a conflict, the various features of the embodiments of the present invention may be combined with each other and are all within the scope of protection of the present invention. In addition, although the functional modules are divided in the device schematics and the logical order is shown in the flow charts, in some cases, the steps shown or described may be performed in a different order than the module division in the device or the order in the flow charts. Furthermore, the terms "first," "second," "third," etc. used in the present invention do not limit the data or execution order, but only distinguish between identical or similar items with substantially the same functions and effects.

[0055] The embodiment of the present invention provides a calling system, please refer to Figure 1The calling system 100 includes a calling device 200 and a server 300. The server 300 is in communication with the calling device 200, wherein the communication connection includes a wired communication connection or a wireless communication connection. The wired communication connection includes various communication connections that transmit information using tangible media such as metal wires and optical fibers. The wireless communication connection includes 5G communication, 4G communication, 3G communication, 2G communication, CDMA, Zig-Bee, Bluetooth, wireless broadband (Wi-Fi), ultra-wideband (UWB) and near field communication (NFC), CDMA2000, GSM, Infrared (IR), ISM, RFID, UMTS / 3GPPw / HSDPA, WiMAX Wi-Fi or ZigBee, etc.

[0056] The calling device 200 is used to respond to the user's calling operation and generate a call request. According to the call request, the server 300 can establish a data transmission channel between the answering device 400 and the calling device 200, wherein the number of the receiving device 400 can be one or more.

[0057] The server 300 is used to process various call logics according to the call request of the calling device 200 or the call operation result returned by the receiving device 400.

[0058] It is understood that the calling device 200 can be a channel management device or a terminal device such as a mobile phone. The channel management device includes a call button, a control module, a communication module, a display screen, a speaker, a microphone, and a camera. The call button generates a call signal in response to a user's key press. The control module, as the control core of the channel management device, handles various logic functions. The communication module transmits and receives data. The display screen displays the local screen and / or background screen. The speaker plays audio. The microphone collects local voice data. The camera collects local user images. Based on the call signal, the control module controls the communication module to send a call request to the server 300. If the server 300 establishes a data transmission channel between the answering device and the calling device based on the call request, the control module plays the data sent by the receiving device 400 through the speaker and / or displays the image on the display screen. Alternatively, the control module transmits data collected by the microphone and / or camera to the receiving device 400 via the communication module. The receiving device 400 then interprets the data collected by the microphone and / or camera, enabling playback of audio and video data.

[0059] The server 300 may be a physical server or a logical server virtualized from multiple physical servers. The server 300 may also be a server group consisting of multiple interconnected and communicative servers, and each functional module may be distributed on each server in the server group.

[0060] The receiving device 400 may be a backend terminal or a terminal device such as a mobile phone.

[0061] As another aspect of the present invention, the present invention provides a method for answering a call. Figure 2 , the call answering method includes the following steps:

[0062] S21: Responding to a call request sent by a calling device, obtaining a name list, wherein the name list includes device information of at least one candidate device.

[0063] In this step, the calling device is a device that sends a call request, and the call request is used to request the server to create a data transmission channel between the calling device and the receiving device.

[0064] In some embodiments, the call request is generated by the calling device in response to a local call operation input by the user. When the calling device is a channel management device, please refer to Figure 3 , a user drives vehicle 31 to channel 32 and needs to communicate with the backend customer service staff. The user walks to channel management device 33 and manually presses call button 33 on channel management device 33, that is, inputs a local call operation on call button 33, and channel management device 33 sends a call request to server 300.

[0065] In some embodiments, the call request is generated by the calling device scanning a specified QR code. When the calling device is a mobile phone, please refer to Figure 4 , the channel management device 33 is pasted with a designated QR code 34. When the user 36 uses the mobile phone 35 to scan the designated QR code 34, the mobile phone 35 parses the jump link of the designated QR code 34 and sends a call request to the server 300 according to the jump link.

[0066] The list is a list used to record the device information of candidate devices. The candidate devices are devices that are preset in the list in advance. The device information is used to identify the candidate devices, wherein the device information includes the device factory code, device serial number, telephone number, etc.

[0067] See also Figure 5 In this embodiment, the telephone numbers 130...1111, 131...0000, and 132...3333 are recorded as device information on the name list 50, respectively. Among them, "130...1111" is the telephone number of the mobile phone 51 of the backstage customer service staff A, "131...0000" is the telephone number of the mobile phone 52 of the parking lot manager B, and "132...3333" is the telephone number of the mobile phone 53 of the property manager C. Therefore, in this embodiment, the contact information of the backstage customer service staff A, the parking lot manager B, and the property manager C are preset on the name list in advance so that the call request can be distributed to the above three people later.

[0068] S22: Send a call request to the candidate device, so that the candidate device returns a call operation result according to the call request.

[0069] In this step, the call operation result is the result of the candidate device responding to the call request. The call operation results include a call acceptance result and a call rejection result. The call acceptance result is the result of the candidate device responding to the call request, and the call rejection result is the result of the candidate device rejecting the call request.

[0070] Sending a call request to a candidate device includes the following steps: Distributing the call request to each candidate device based on the device information of each candidate device. As previously described, this embodiment distributes the call request to mobile phone 51, mobile phone 52, and mobile phone 53, respectively. If backstage customer service representative A clicks the "Accept" button on the call interface of mobile phone 51, mobile phone 51 generates a call acceptance result and sends the call acceptance result to the server. If backstage customer service representative A clicks the "Reject" button on the call interface of mobile phone 51, mobile phone 51 generates a call rejection result and sends the call rejection result to the server.

[0071] This embodiment can send call requests to each candidate device according to the list, achieving the one-to-many purpose and avoiding the problem of too few answering points resulting in low communication efficiency caused by the one-to-one method. This embodiment increases the number of answering points in a one-to-many manner, which is conducive to improving the probability and reliability of responding to user call requests, and thus improving communication efficiency.

[0072] S23: If the call operation result is a call acceptance result, control the candidate device to join a preset group, where the preset group includes at least one answering device, and the answering device is a candidate device that has joined the preset group.

[0073] In this step, the server constructs and generates the preset group. When the server detects a call request, it temporarily creates a preset group corresponding to the call request. The preset group is configured with a member list, which records the device information of the receiving device—that is, the device information of the candidate devices that join the preset group. In this way, the server can maintain the data transmission channel between the receiving device and the calling device based on the device information in the member list.

[0074] As mentioned above, the answering device is a candidate device that has joined the preset group. For example, please refer to Figure 5Backstage customer service representative A sends a call acceptance result to server 300 via phone 51, and server 300 adds phone 51 to the member list 54 of the preset group. Parking lot manager B sends a call acceptance result to server 300 via phone 52, and server 300 adds phone 52 to the member list 54 of the preset group. Property manager C sends a call rejection result to server 300 via phone 53, and server 300 cannot add phone 53 to the member list 54 of the preset group. Therefore, phones 51 and 52 are both answering devices, but phone 53 is not.

[0075] Although the candidate devices are on the list, this embodiment does not force all candidate devices to join the preset group at the beginning. Instead, the candidate devices are controlled to join the preset group based on the call acceptance results returned by the candidate devices, which is beneficial to improving the user experience of the candidate devices.

[0076] In some embodiments, the server generates a service screen based on a preset group, and the service screen includes the screen of each receiving device in the preset group and the screen of the calling device. For example, see Figure 6 The business screen 60 includes a screen 61 of backstage customer service staff A, a screen 62 of parking lot manager B, and a screen 63 of the calling person.

[0077] S24: A data transmission channel is created between the answering device and the calling device.

[0078] In this step, the data transmission channel is a channel for transmitting data, and the answering device and the calling device can communicate based on the data transmission channel, wherein the data transmitted by the data transmission channel includes voice data and / or video data. It is understandable that each answering device in the preset group will establish a data transmission channel with the calling device, so each answering device can interact with the calling device. It is understandable that if multiple candidate devices are added to the preset group, that is, the number of answering devices is multiple, multiple answering devices can establish a data transmission channel with the calling device, and multiple answering devices can simultaneously process the call request of the calling device, which is conducive to improving communication efficiency, reducing the user's waiting time for answering, and improving the user experience.

[0079] In some embodiments, the call answering method further includes the following steps:

[0080] S25: Obtain a group joining request sent by an external device.

[0081] S26: If the group joining request is authenticated, the external device is controlled to join the preset group.

[0082] In S25 , the group joining request is used to request to join a preset group, and the external device is a device that is not preset in the list.

[0083] In some embodiments, the external device is installed with a call management APP, and the main page of the call management APP includes an entrance to a preset group. When the user clicks the entrance to the preset group, the external device responds to the user's click operation and sends a request to join the group to the server.

[0084] In some embodiments, a member of a preset group sends a group joining link to an external device through a listening device. The user clicks the group joining link, and the external device sends a group joining request to a server.

[0085] In some embodiments, members of a preset group send group invitation information to an external device through an answering device. The user copies the group invitation information and starts a call management app. The call management app automatically recognizes the group invitation information on the clipboard and sends a group joining request to the server based on the group invitation information.

[0086] In some embodiments, a member of a preset group sends a group-joining invitation request to an external device through a listening device. The external device sends a group-joining acceptance result to the server based on the group-joining invitation request. The server adds the external device to the preset group based on the group-joining acceptance result.

[0087] In S26, the group entry request carries the information to be authenticated, and the server authenticates the information to be authenticated according to the preset authentication algorithm. If the authentication result is a pass result, the server authenticates the group entry request. If the authentication result is a fail result, the server cannot authenticate the group entry request. When the group entry request is authenticated, the server controls the external device to join the preset group, so as to prevent illegal persons from joining the preset group. In general, this embodiment can not only customize the name list in advance to ensure that the call request can be answered by multiple people, but also support the subsequent entry of the answering personnel, so that the number of answering personnel can be flexibly expanded, and the user's call request can be responded to to the greatest extent.

[0088] See also Figure 7 , mobile phone 55, as an external device, requests to join a preset group. The phone number of mobile phone 55 is 133…4444. First, mobile phone 55 sends a group joining request to server 300. When server 300 authenticates the group joining request, server 300 controls mobile phone 55 to join the member list 54 of the preset group. Subsequently, server 300 establishes a data transmission channel between the receiving device and the calling device based on the device information on the member list 54.

[0089] It is understood that when at least two answering devices are in a preset group, if the answering person of a certain answering device knows that the answering person of another answering device in the preset group is already handling the user's call, the answering person of the answering device can set their own status in the preset group to busy. In some embodiments, when the server detects that an answering device in the preset group is set to busy, the server turns off the microphone and / or camera of the answering device, stops transmitting data to the answering device, and maintains the data transmission channel between the calling device and the answering device, thereby shielding the audio signal from the answering device and preventing interference with the conversation.

[0090] In some embodiments, the call answering method further includes the following steps:

[0091] S27: If it is detected that the preset group is in an empty group state within the first preset time period, the total service time of each pending device is obtained, where the pending device is a candidate device that has not returned a call operation result.

[0092] S28: Execute the group joining operation based on the total service time of each pending device.

[0093] In S27, the first preset duration is customized by the designer according to business requirements, for example, the first preset duration is 30 seconds or 60 seconds. The empty group state is a state in which there is no answering device in the preset group. For example, mobile phone 51, mobile phone 52, and mobile phone 53 are not added to the preset group. At this time, the preset group is in the empty group state.

[0094] As previously mentioned, a pending device is a candidate device that has not yet returned a call operation result. In other words, the status of the candidate device in this situation is undetermined. For example, if mobile phone 51, mobile phone 52, and mobile phone 53 do not respond to the call request, that is, mobile phone 51, mobile phone 52, and mobile phone 53 neither return a call acceptance result nor a call rejection result to server 300, and this state lasts for 60 seconds, then mobile phone 51, mobile phone 52, and mobile phone 53 are all pending devices.

[0095] For another example, both mobile phone 51 and mobile phone 53 do not respond to the call request, but mobile phone 52 feeds back a call rejection result to server 300. Therefore, mobile phone 51 and mobile phone 53 are both pending devices, but mobile phone 52 is not a pending device.

[0096] The total service duration is the total duration that the pending device accepts call requests online and provides services within the preset time range. The preset time range can be customized by the designer according to business needs, such as the preset time range being within 24 hours, the last 48 hours, the last week, or the last month. It is understandable that the same candidate device can be preset on different lists, that is, the same candidate device can appear on preset groups at different times, wherein the same candidate device will have corresponding service duration on preset groups at different times, and the server will record the service duration of the same candidate device on preset groups at different times. In other words, when the candidate device does not feedback the call operation result to the server, the candidate device is treated as a pending device, and the server can obtain the service duration of the pending device on preset groups at different times.

[0097] In some embodiments, obtaining the total service duration for each pending device includes: determining a request time, determining a start time based on a preset time range and the request time, determining the service durations for each pending device between the start time and the request time, and adding the service durations corresponding to each pending device to obtain the total service duration for each pending device. The request time is the time when the server receives the call request.

[0098] In some embodiments, the server obtains the request time and monitors whether the difference between the current time and the request time is less than a first preset duration. If so, it determines whether there is a listening device in the preset group. If so, it stops the monitoring operation. If not, it continues to monitor whether the difference between the current time and the request time is less than the first preset duration. If so, it determines whether the preset group is in an empty group state. If in an empty group state, it obtains the total service duration of each pending device. If not in an empty group state, it creates a data transmission channel between the listening device and the calling device.

[0099] In S28, the group joining operation is an operation of joining a preset group. In this embodiment, the group joining operation can be performed based on the total service time of each pending device. In some embodiments, performing the group joining operation based on the total service time of each pending device includes the following steps: determining the pending device with the minimum total service time among the total service time of each pending device, selecting the pending device with the minimum total service time as the target device, and controlling the target device to join the preset group.

[0100] For example, if mobile phone 51, mobile phone 52, and mobile phone 53 are all pending devices, and the preset time range in this embodiment is set to the last 24 hours, and the current time when the server receives the call request is 12:00 on January 10, then the start time is 12:00 on January 9. The server determines the service hours for mobile phone 51, mobile phone 52, and mobile phone 53 within 12:00 on January 9 and 12:00 on January 10, respectively.

[0101] See also Figure 8 The total service time of mobile phone 51 between 12:00 on January 9 and 12:00 on January 10 is 65 minutes, the total service time of mobile phone 52 between 12:00 on January 9 and 12:00 on January 10 is 80 minutes, and the total service time of mobile phone 53 between 12:00 on January 9 and 12:00 on January 10 is 30 minutes. Therefore, this embodiment selects mobile phone 53 as the target device and adds mobile phone 53 to the preset group. At this time, the server 300 can create a data transmission channel between mobile phone 53 and the calling device 200.

[0102] Under the premise that multiple pending devices have not returned the call operation results to the server, this embodiment, in order to avoid relevant personnel shirking each other's responsibility to answer call requests, and taking into account the reference factor of total service time, can avoid unreasonable or excessive allocation of call requests to fixed relevant personnel. In this way, it can ensure that the corresponding device is selected from the pending devices with uncertain status to respond to the user's call request, and can also avoid unreasonable allocation that causes excessive fatigue to the corresponding answering personnel, thereby improving the rationality of work allocation and helping to enhance the user experience of users and answering personnel.

[0103] In some embodiments, performing the group joining operation according to the total service time of each pending device includes the following steps:

[0104] S281: Determine the level weight of each pending device.

[0105] S282: Calculate the weighted duration according to the level weight and total service duration of each pending device.

[0106] S283: Determine the target device according to the weighted duration of each pending device.

[0107] S283: Control the target device to join a preset group.

[0108] In S281, the level weight is the weight configured in advance for the pending devices of different levels. Since the positions of the personnel using the pending devices are different, the work content focused on by different positions is also divided into main work content and auxiliary work content. For example, the main work content of the back-end customer service staff A is to handle call requests. The main work content of the parking lot manager B is to operate the entire parking lot and assist in handling call requests. The main work content of the property manager C is to be responsible for managing the community and assist in handling call requests. Therefore, the level of mobile phone 51 is lower than the level of mobile phone 52, and the level of mobile phone 52 is lower than the level of mobile phone 53. This embodiment configures different level weights for mobile phones 51 to 53 according to the level of each mobile phone. In some embodiments, the level weight of mobile phone 51, the level weight of mobile phone 52, and the level weight of mobile phone 53 decrease in sequence. In some embodiments, the level weight of mobile phone 51, the level weight of mobile phone 52, and the level weight of mobile phone 53 increase in sequence.

[0109] Please refer to Table 1. The level weights of each pending device are shown in Table 1:

[0110] Table 1

[0111] Pending equipment Level weight Mobile 51 α Mobile phone 52 β Mobile phone 53 χ

[0112] As shown in Table 1, mobile phone 51 corresponds to a level weight α, mobile phone 52 corresponds to a level weight β, and mobile phone 53 corresponds to a level weight χ, where α+β+χ=1.

[0113] In S282, calculating the weighted duration based on the level weight and total service duration of each pending device includes: multiplying the level weight and total service duration of each pending device to obtain the weighted duration of each pending device. For example, in this embodiment, the weighted durations of mobile phones 51 to 53 are calculated respectively according to the following formula:

[0114]

[0115]

[0116]

[0117] in, is the weighted duration of mobile phone 51, is the weighted duration of mobile phone 52, is the weighted duration of mobile phone 53, t1 is the total service duration of mobile phone 51, t2 is the total service duration of mobile phone 52, and t3 is the total service duration of mobile phone 53.

[0118] In S283, determining the target device according to the weighted durations of the pending devices includes: selecting the pending device with the smallest weighted duration from the weighted durations of the pending devices, wherein the pending device with the smallest weighted duration is the target device.

[0119] In some embodiments, when the level weights of the various pending devices are increased in order from low to high, the user of the selected target device is more likely to meet the requirement of "focusing on the main work content." For example, as previously described, before weighting, the total service time of mobile phone 51 is 65 minutes, the total service time of mobile phone 52 is 80 minutes, and the total service time of mobile phone 53 is 30 minutes. If the level weight α = 0.2, the level weight β = 0.3, and the level weight χ = ​​0.5, then the weighted service time of mobile phone 51 is 13 minutes, the weighted service time of mobile phone 52 is 24 minutes, and the weighted service time of mobile phone 53 is 15 minutes. Therefore, mobile phone 51 is the target device, and the user of mobile phone 51 is the backend customer service staff, who need to respond to the call request.

[0120] In some embodiments, when the level weights of the various pending devices decrease in order from low to high, this can balance the working hours of each person and avoid overwork and over-relaxation. For example, as mentioned above, if the level weight α = 0.5, the level weight β = 0.3, and the level weight χ = ​​0.2, then the weighted duration of mobile phone 51 is 32.5 min, the weighted duration of mobile phone 52 is 24 min, and the weighted duration of mobile phone 53 is 6 min. Therefore, mobile phone 53 is the target device, and the user of mobile phone 53 is the property manager, who needs to respond to the call request.

[0121] In S284, this embodiment controls the target device to join the preset group, thereby establishing a data transmission channel between the target device and the calling device. In some embodiments, after the target device joins the preset group, the server remains in the called state for the pending device, thereby increasing the probability of more pending devices joining the preset group.

[0122] In some embodiments, after the target device joins the preset group, the call answering method further includes the following steps: monitoring whether the data transmission channel transmits audio data within a second preset time period; if so, determining whether to perform a device switching operation based on the audio data; if not, performing a device switching operation.

[0123] It is understood that the target device is selected from among the pending devices whose status is undetermined. If the user of the selected pending device is currently unaware of the call request, even if the server controls the target device to establish a data transmission channel with the calling device, this will not resolve the user's call request. Therefore, this embodiment monitors whether the data transmission channel transmits audio data within a second preset duration to determine whether the data transmission channel between the target device and the calling device is meaningful. The second preset duration is user-defined based on business needs, for example, 30 seconds or 60 seconds.

[0124] Audio data can be sent by the target device or by the calling device.

[0125] In some embodiments, determining whether to perform a device switching operation based on audio data includes the following steps: determining the session semantics based on the audio data; if the session semantics are positive, maintaining the data transmission channel between the target device and the calling device; and if the session semantics are negative, performing a device switching operation.

[0126] Conversational semantics express the meaning of audio data. Positive semantics refers to the positive meaning carried by audio data, while negative semantics refers to the negative meaning carried by audio data. For example, positive semantics include: "How can I help you?", "Hello, this is the **** Customer Service Center", "Help", "Service", "Hello", "Hello", etc. Negative semantics include "Transfer", "Unavailable", "Busy", etc.

[0127] Determining conversation semantics from audio data includes parsing the conversation semantics from the audio data using a preset neural network algorithm, wherein the preset neural network algorithm includes a natural language model such as a Long Short-Term Memory (LSTM) network.

[0128] When the session semantics are positive, it means that the user of the target device is able to respond to the user's call request and handle the user's call needs. When the session semantics are negative, it means that the user of the target device is unable to respond to the user's call request and a device switching operation is required to prevent the user from waiting too long.

[0129] In some embodiments, performing a device switching operation includes the following steps: obtaining a member list of a preset group, the member list may include device information of at least one answering device, eliminating the target device according to the member list, obtaining a member list after elimination, determining a new target device according to the member list after elimination, and controlling the new target device to join the preset group.

[0130] Although a data transmission channel has been established between the target device and the calling device, the user of the target device is not engaged in a conversation with the user of the calling device, or the semantics of the conversation between the user of the target device and the user of the calling device are negative. Therefore, this embodiment requires a device switching operation. Because the server maintains the data transmission channel between the answering device and the calling device according to the preset group member list, if the user of the target device is unable to effectively resolve the user's call request, the server can remove the device information of the target device from the group member list, obtain a post-removal group member list, and determine a new target device based on the post-removal group member list.

[0131] In some embodiments, determining a new target device based on the list of eliminated group members includes: selecting a pending device with a minimum total service time from the list of eliminated group members as a new target device.

[0132] In some embodiments, determining a new target device based on the list of eliminated group members includes: selecting a pending device with a minimum weighted duration from the list of eliminated group members as the new target device.

[0133] In some embodiments, when it is detected that the device information of the answering device does not exist in the group member list after being eliminated, this embodiment generates call failure information and sends the call failure information to the calling device.

[0134] In some embodiments, before removing the target device from the group member list, this embodiment generates a paging failure message and sends the paging failure message to the target device.

[0135] Overall, this embodiment can route call requests to candidate devices individually according to a list, achieving a one-to-many approach. This avoids the problem of insufficient answering points and resulting in inefficient communication associated with a one-to-one approach. By increasing the number of answering points through this one-to-many approach, this embodiment improves the probability and reliability of responding to user call requests, thereby further enhancing communication efficiency. Furthermore, to address the buck-passing phenomenon associated with the one-to-many approach, this embodiment establishes a weighted evaluation mechanism to facilitate identifying the most promising candidate device among the undetermined devices, further increasing the probability and reliability of user call requests.

[0136] It should be noted that, in each of the above-mentioned embodiments, there is not necessarily a certain order between the above-mentioned steps. A person skilled in the art can understand, based on the description of the embodiments of the present invention, that in different embodiments, the above-mentioned steps may have different execution orders, that is, they may be executed in parallel, or may be executed interchangeably, etc.

[0137] As another aspect of the present invention, an embodiment of the present invention provides a call answering device. The call answering device may be a software module comprising a plurality of instructions stored in a memory, and a processor may access the memory to invoke and execute the instructions to implement the call answering method described in each of the above embodiments.

[0138] In some embodiments, the call answering device may also be constructed from hardware devices. For example, the call answering device may be constructed from one or more chips, and the chips may work in coordination with each other to implement the call answering methods described in the above embodiments. For another example, the call answering device may also be constructed from various logic devices, such as a general-purpose processor, a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA), a single-chip microcomputer, an ARM (Acorn RICS Machine) or other programmable logic device, discrete gate or transistor logic, discrete hardware components, or any combination of these components.

[0139] See also Figure 9 The call answering device 900 includes a list obtaining module 91 , a request sending module 92 , a group joining module 93 and a channel creating module 94 .

[0140] The list acquisition module 91 is used to respond to a call request sent by a calling device and obtain a list of names, where the list includes device information of at least one candidate device. The request sending module 92 is used to send a call request to the candidate device, so that the candidate device returns a call operation result based on the call request. The group joining module 93 is used to control the candidate device to join a preset group if the call operation result is a call acceptance result. The preset group includes at least one answering device, which is a candidate device that has already joined the preset group. The channel creation module 94 is used to establish a data transmission channel between the answering device and the calling device.

[0141] This embodiment can send call requests to each candidate device according to the list, achieving a one-to-many communication solution. This avoids the problem of insufficient answering points and low communication efficiency associated with a one-to-one approach. By increasing the number of answering points through this one-to-many approach, this embodiment improves the probability and reliability of responding to user call requests, thereby enhancing communication efficiency. Furthermore, if multiple candidate devices are added to a pre-defined group, meaning there are multiple answering devices, each of these answering devices can establish a data transmission channel with the calling device, allowing them to simultaneously process the call request from the calling device. This improves communication efficiency, reduces user wait times, and enhances the user experience.

[0142] In some embodiments, please refer to Figure 9The call answering device 900 further includes a duration acquisition module 95 and a group joining operation module 96 .

[0143] The duration acquisition module 95 is configured to obtain the total service duration of each pending device if the preset group is detected to be in an empty group state within a first preset duration. The pending device is a candidate device that has not returned a call operation result. The group joining operation module 96 is configured to execute a group joining operation based on the total service duration of each pending device.

[0144] In some embodiments, the group entry operation module 96 is specifically used to: determine the level weight of each pending device, calculate the weighted duration based on the level weight of each pending device and the total service duration, determine the target device based on the weighted duration of each pending device, and control the target device to join the preset group.

[0145] In some embodiments, after the target device joins the preset group, please continue to refer to Figure 9 The call answering device 900 further includes a data monitoring module 97 and a monitoring determination module 98. The data monitoring module 97 is configured to monitor whether the data transmission channel transmits audio data within a second preset time period, and the monitoring determination module 98 is configured to determine whether to perform a device switching operation based on the audio data if the data transmission channel transmits audio data, and if not, to perform the device switching operation.

[0146] In some embodiments, the monitoring judgment module 98 is specifically used to: determine the session semantics based on the audio data; if the session semantics are positive, maintain the data transmission channel between the target device and the calling device; if the session semantics are negative, perform a device switching operation.

[0147] In some embodiments, the monitoring judgment module 98 is also specifically used to: obtain a list of group members of a preset group, which may include device information of at least one answering device, eliminate the target device according to the group member list, obtain the eliminated group member list, determine a new target device according to the eliminated group member list, and control the new target device to join the preset group.

[0148] In some embodiments, the group joining module 96 is further specifically configured to: select the pending device with the minimum weighted duration from the weighted durations of the pending devices, wherein the pending device with the minimum weighted duration is the target device.

[0149] In some embodiments, please refer to Figure 9 The call answering device 900 further includes a group joining request module 99 and a request authentication module 910. The group joining request module 99 is used to obtain a group joining request sent by an external device, and the request authentication module 910 is used to control the external device to join a preset group if the group joining request is authenticated.

[0150] It should be noted that the above-mentioned call answering device can execute the call answering method provided in the embodiment of the present invention, and has the corresponding functional modules and beneficial effects of the execution method. For technical details not fully described in the embodiment of the call answering device, please refer to the call answering method provided in the embodiment of the present invention.

[0151] See also Figure 10 , Figure 10 A circuit diagram of a server provided in an embodiment of the present invention. Figure 10 As shown, the server 101 includes one or more processors 102 and a memory 103. Figure 10 In the example, a processor 102 is used. The processor 102 and the memory 103 may be connected via a bus or other means. Figure 10 The bus connection is taken as an example.

[0152] Memory 103, as a non-volatile computer-readable storage medium, can be used to store non-volatile software programs, non-volatile computer-executable programs, and modules, such as the program instructions / modules corresponding to the call answering method in the embodiments of the present invention. Processor 102 executes the non-volatile software programs, instructions, and modules stored in memory 103 to execute various functional applications and data processing of the call answering device, thereby implementing the call answering method provided in the aforementioned method embodiment and the functions of the various modules or units in the aforementioned device embodiment.

[0153] The memory 103 may include high-speed random access memory and may also include non-volatile memory, such as at least one disk storage device, flash memory device, or other non-volatile solid-state memory device. In some embodiments, the memory 103 may optionally include a memory remotely located relative to the processor 102, and such remote memory may be connected to the processor 102 via a network. Examples of such networks include, but are not limited to, the Internet, an intranet, a local area network, a mobile communication network, and combinations thereof. The program instructions / modules stored in the memory 103, when executed by the one or more processors 102, perform the call answering method of any of the above-described method embodiments.

[0154] An embodiment of the present invention further provides a non-volatile computer storage medium, wherein the computer storage medium stores computer executable instructions, and the computer executable instructions are executed by one or more processors, for example Figure 10 A processor 102 in the embodiment may enable the one or more processors to execute the call answering method in any of the above method embodiments.

[0155] An embodiment of the present invention also provides a computer program product, which includes a computer program stored on a non-volatile computer-readable storage medium, and the computer program includes program instructions. When the program instructions are executed by a server, the server executes any one of the call answering methods.

[0156] The above-described device or apparatus embodiments are merely illustrative. The unit modules described as separate components may or may not be physically separate, and the components shown as module units may or may not be physical units, i.e., they may be located in one place or distributed across multiple network module units. Some or all of the modules may be selected based on actual needs to achieve the objectives of the present embodiment.

[0157] Through the description of the above embodiments, those skilled in the art can clearly understand that each embodiment can be implemented by means of software plus a general hardware platform, or of course, by hardware. Based on this understanding, the above technical solution, in essence, or the part that contributes to the relevant technology, can be embodied in the form of a software product. The computer software product can be stored in a computer-readable storage medium, such as ROM / RAM, a magnetic disk, an optical disk, etc., and includes a number of instructions for enabling a computer device (which can be a personal computer, a server, or a network device, etc.) to execute the methods described in each embodiment or certain parts of the embodiment.

[0158] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present invention, rather than to limit it. Under the concept of the present invention, the technical features in the above embodiments or different embodiments can also be combined, the steps can be implemented in any order, and there are many other variations in different aspects of the present invention as described above. For the sake of simplicity, they are not provided in detail. Although the present invention has been described in detail with reference to the above embodiments, ordinary technicians in this field should understand that they can still modify the technical solutions described in the above embodiments, or make equivalent replacements for some of the technical features therein. These modifications or replacements do not deviate the essence of the corresponding technical solutions from the scope of the technical solutions of the embodiments of the present invention.

Claims

1. A call answering method, characterized in that: include: In response to a call request sent by a calling device, obtaining a name list, wherein the name list includes device information of at least one candidate device; Sending the call request to the candidate device, so that the candidate device returns a call operation result according to the call request; If the call operation result is a call acceptance result, controlling the candidate device to join a preset group, the preset group including at least one answering device, and the answering device is a candidate device that has joined the preset group; establishing a data transmission channel between the answering device and the calling device; Also includes: If it is detected that the preset group is in an empty group state within the first preset time period, obtaining the total service time of each pending device, wherein the pending device is a candidate device that has not returned a call operation result; The group joining operation is performed according to the total service time of each of the pending devices.

2. The method according to claim 1, characterized in that The performing the group joining operation according to the total service time of each of the pending devices includes: Determining the grade weight of each of the pending devices; Calculate the weighted duration based on the level weight and total service duration of each of the pending devices; Determine the target device according to the weighted duration of each of the pending devices; Control the target device to join the preset group.

3. The method according to claim 2, characterized in that After the target device joins the preset group, the method further includes: monitoring whether the data transmission channel transmits audio data within a second preset time period; If so, determining whether to perform a device switching operation based on the audio data; If not, perform a device switching operation.

4. The method according to claim 3, characterized in that The determining whether to perform a device switching operation according to the audio data includes: determining conversation semantics based on the audio data; If the session semantics are positive semantics, maintaining the data transmission channel between the target device and the calling device; If the session semantics are negative, a device switching operation is performed.

5. The method according to claim 3, characterized in that The performing device switching operation includes: Obtaining a member list of the preset group, wherein the member list includes device information of at least one answering device; Eliminate the target device according to the group member list to obtain a group member list after elimination; Determine a new target device based on the list of removed group members; Control the new target device to join the preset group.

6. The method according to claim 2, characterized in that Determining the target device according to the weighted duration of each of the pending devices includes: The weighted durations of the pending devices are screened out to obtain the pending device with the minimum weighted duration, wherein the pending device with the minimum weighted duration is the target device.

7. The method according to any one of claims 1 to 6, characterized in that Also includes: Get the group joining request sent by the external device; If the group joining request is authenticated, the external device is controlled to join the preset group.

8. A server, characterized in that: include: at least one processor; as well as, a memory communicatively connected to the at least one processor; wherein, The memory stores instructions to be executed by the at least one processor, where the instructions are executed by the at least one processor so as to enable the at least one processor to execute the call answering method according to any one of claims 1 to 7.

9. A non-volatile readable storage medium, characterized in that: Computer-executable instructions are stored, and the computer-executable instructions are used to enable a server to execute the call answering method according to any one of claims 1 to 7.

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