Call processing method and device, computer equipment and storage medium

Abstract

The invention relates to a call processing method and device, computer equipment, a storage medium and a computer program product. The call processing method comprises the steps of obtaining a seat state of a target seat in response to a call request for the target seat, determining call response states of M operation terminals of the target seat, determining communication channel states of the M operation terminals based on the call response states and the seat state, and processing the call request according to the communication channel states of the M operation terminals. By adopting the method, the service processing efficiency of the call center can be effectively improved.

Description

Technical Field

[0001] The present application relates to the field of communication technology, and in particular to a call processing method, apparatus, computer equipment, storage medium and computer program product. Background Art

[0002] A call center system is a professional system for handling a large number of telephone calls. It is usually used to achieve efficient customer service and communication, as well as to conduct business activities such as telephone sales, market research and support. At present, each customer service seat is divided into different customer service seat groups. One customer service seat group corresponds to one channel, and different customer service seat groups correspond to different channels. Summary of the invention

[0003] Based on this, it is necessary to provide a call processing method, device, computer equipment, computer readable storage medium and computer program product to address the above technical problems, which can effectively improve the business processing efficiency of the call center.

[0004] In a first aspect, the present application provides a call processing method. The method comprises:

[0005] In response to a call request for a target seat, the seat state of the target seat is obtained, and the call response states of M operating terminals of the target seat are determined, where M is a positive integer greater than 1;

[0006] Determine the communication channel status of M operating terminals based on the call response status and the seat status;

[0007] The call request is processed according to the communication channel status of the M operating terminals.

[0008] In a second aspect, the present application also provides a call processing device. The device comprises:

[0009] A data acquisition module, for obtaining the seat status of the target seat in response to a call request for the target seat, and determining the call response status of M operating terminals of the target seat, where M is a positive integer greater than 1;

[0010] A data determination module, used to determine the communication channel status of M operating terminals based on the call response status and the seat status;

[0011] The call processing module is used to process the call request according to the communication channel status of the M operating terminals.

[0012] In a third aspect, the present application further provides a computer device, wherein the computer device comprises a memory and a processor, wherein the memory stores a computer program, and when the processor executes the computer program, the steps in the above-mentioned call processing method embodiment are implemented.

[0013] In a fourth aspect, the present application further provides a computer-readable storage medium having a computer program stored thereon, and when the computer program is executed by a processor, the steps in the above-mentioned call processing method embodiment are implemented.

[0014] In a fifth aspect, the present application further provides a computer program product, wherein the computer program product comprises a computer program, and when the computer program is executed by a processor, the steps in the above-mentioned call processing method embodiment are implemented.

[0015] The above-mentioned call processing method, device, computer equipment, storage medium and computer program product, when receiving a call request for the target seat, comprehensively considers the two dimensions of the status of the operating terminal and the status of the target seat, obtains the seat status of the target seat and the call response status of multiple operating terminals, and can more accurately determine the communication channel status of the operating terminal based on the seat status of the target seat and the call response status of multiple operating terminals. Then, according to the communication channel status of multiple operating terminals, the call request is automatically processed, and it can be determined whether the operating terminal can answer or initiate a call, whether the call request needs to be transferred, etc., and then the call request is reasonably allocated, the utilization rate of communication resources is improved, the business needs of the call center are met, and the business processing efficiency is effectively improved. In addition, the above scheme also realizes the unified management of the status of multiple operating terminals of the seat, and can realize the reasonable allocation of call requests and the unified coordination of task scheduling when the seat logs in to multiple operating terminals at the same time, which is conducive to improving business processing efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0016] FIG1 is an application environment diagram of a call processing method in one embodiment;

[0017] Figure 2 A flowchart of a call processing method in one embodiment;

[0018] Figure 3 A flowchart of a call processing method in another embodiment;

[0019] Figure 4 A flowchart of a call processing method in another embodiment;

[0020] Figure 5 A detailed flowchart of a call processing method in an embodiment;

[0021] Figure 6 is a detailed flowchart of a call processing method in another embodiment;

[0022] Figure 7 is a structural block diagram of a call processing device in an embodiment;

[0023] Figure 8 is a structural block diagram of a call processing device in another embodiment;

[0024] FIG. 9 is a diagram showing the internal structure of a computer device in one embodiment. DETAILED DESCRIPTION

[0025] In order to make the purpose, technical solution and advantages of the present application more clearly understood, the present application is further described in detail below in conjunction with the accompanying drawings and embodiments. It should be understood that the specific embodiments described herein are only used to explain the present application and are not used to limit the present application.

[0026] A call center system is a professional system used to handle a large number of telephone calls. It is usually used by organizations and enterprises to achieve efficient customer service and communication, as well as to conduct business activities such as telephone sales, market research and support.

[0027] At present, call center systems are usually based on CTI (Computer Telecommunication Integration) technology, using multiple functions of communication networks and computer networks, and linking enterprise information to form a complete integrated information service system. Agents log in to their accounts on a terminal to perform business operations, and the call center can automatically assign call requests to available agents based on pre-set rules and policies and combined with the status of the agents to handle calls in a timely manner.

[0028] However, currently call centers often face a large number of calls and high periodic peak loads, and the system's operating resources are difficult to bear the high load requirements. In addition, in the prior art, although an agent can register an account on multiple terminals, it is difficult to uniformly and collaboratively manage multiple terminals and determine the agent's working status, so that an agent account can only log in to one terminal to perform business operations, and it is difficult to support multiple terminals online at the same time, which means that the agent cannot handle multiple call requests at the same time, resulting in low business processing efficiency of the call center.

[0029] Based on the above considerations, this application proposes a solution that can achieve unified collaborative management of multiple terminals. By uniformly abstracting and managing multiple different types of terminal devices, a set of status superposition rules are designed. According to the communication channel status of multiple working terminals of the agent, the working status used to characterize the busyness and idleness of the agent is superimposed, thereby achieving unified management of different types of terminal devices.

[0030] In the actual business processing process, an agent can register an account in M ​​(M>1) operating terminal devices, and an agent account can log in to M (M>1) operating terminals at the same time. The call center server responds to the call request for the target agent, then obtains the agent status of the target agent, and determines the call response status of the M operating terminals of the target agent. Based on the call response status and the agent status, the communication channel status of the M operating terminals is determined. Finally, the call request is processed according to the communication channel status of the M operating terminals.

[0031] In addition, if the agent processes a call request on the first operating terminal, the first communication channel state of the first operating terminal is in a call state. At this time, if the agent needs to initiate an outbound call, the call request can be initiated through the second operating terminal. In the above case, when the call center server receives a call request initiated by the agent through the second operating terminal, it responds to the call request and initiates the call through the communication channel of the second operating terminal. In addition, in the process of initiating the call through the second communication channel, the state of the second communication channel of the agent is updated in real time, so that the server can determine whether the agent can still process the next incoming call request through the communication channel states of the M operating terminals.

[0032] The above scheme takes into account the two dimensions of the status of the operating terminal and the status of the target agent, and realizes the unified management of the status of multiple operating terminals of the agent. When the agent logs in to multiple operating terminals at the same time, it can accurately determine the communication channel status of the operating terminal based on the agent status of the target agent and the call response status of multiple operating terminals, and then automatically processes call requests according to the communication channel status of multiple operating terminals, judges whether the operating terminal can answer or initiate calls, whether the call request needs to be transferred, etc., and then reasonably allocates call requests, improves the utilization rate of communication resources, meets the business needs of the call center, effectively improves business processing efficiency, realizes unified coordination of call request allocation and task scheduling, and is conducive to improving business processing efficiency.

[0033] The call processing method provided in the embodiment of the present application can be applied in the application environment as shown in FIG. 1. The application environment may include a plurality of operating terminals 100 of agents communicating through a network and a call center backend server 102 (hereinafter referred to as server 102). The call processing method can be executed by the server 102. Specifically, the agent account of the target agent can log in to M operating terminals 100 online at the same time. If the server 102 receives a call request for the target agent, in response to the call request, the agent status of the target agent is obtained, and the call response status of the M operating terminals of the target agent is determined. Then, based on the call response status and the agent status, the communication channel status of the M operating terminals is determined. Finally, the call request is processed according to the communication channel status of the M operating terminals.

[0034] The agent's operating terminal 100 may be, but is not limited to, various personal computers, laptops, smart phones, tablet computers, IoT devices, and portable wearable devices. The IoT devices may be smart speakers, smart TVs, smart air conditioners, smart vehicle-mounted devices, etc. The server 102 may be implemented as an independent server or a server cluster consisting of multiple servers.

[0035] In one embodiment, Figure 2 As shown, a call processing method is provided, which is described by taking the method applied to the call center backend server 102 in FIG. 1 as an example, and includes the following steps:

[0036] S200 , in response to a call request for a target agent, obtaining the agent status of the target agent, and determining the call response status of M operating terminals of the target agent, where M is a positive integer greater than 1.

[0037] The agent status can also be called the agent behavior status, which is used to describe the status of the agent during work, including but not limited to Ready, NotReady, WalkAway, AfterCallWork, and LoggedOut.

[0038] Among them, the ready state indicates that the agent can receive incoming call requests and initiate outbound calls. In this embodiment, the ready state can be understood as "idle state", and other states except the ready state can be understood as "busy state". The non-ready state indicates that the agent cannot currently answer call requests because they may be performing other call tasks, taking a break, training, or handling special situations. The post-call state indicates that the agent is processing the post-call task that has just been completed. In the post-call state, the agent may enter call notes, update customer information, and process related documents. When the post-call state continues for a period of time, the agent state will automatically change to the ready state. The logged-out state indicates that the agent account has logged out, and the agent has temporarily left or ended work. The logged-in state indicates that the agent has logged into the agent account and started working. The in-call state indicates that the agent is conducting a real-time call.

[0039] It is understandable that the agent status can be customized according to the call center platform and system to adapt to specific workflows and business needs. The call response status of the operating terminal refers to the status of the operating terminal at different stages of the call when the agent uses the operating terminal to interact with the customer.

[0040] Call response status includes but is not limited to Ringing, Answered, Held, etc.

[0041] The operating terminal usually refers to the terminal used by agents in the customer service center to handle customer requests and perform daily work, including but not limited to PSTN terminals (Public Switched Telephone Network), SIP (Session Initialization Protocol) terminals, soft phones, and multimedia terminals. Call requests usually carry data such as caller information, called party information, call parameters (such as call identifier, call transfer, timestamp), and media type (such as audio call, video call).

[0042] Among them, PSTN terminal refers to the traditional telephone terminal equipment connected to the public switched telephone network (PSTN). PSTN terminals include traditional wired phones and some digital telephone equipment connected to the PSTN network through adapters. SIP terminal refers to the terminal equipment that uses the SIP protocol for communication. SIP terminals can include IP (Internet Protocol) or software applications (such as SIP softphones), usually communicate through network connections, and support real-time voice and video exchanges. Softphones refer to telephone functions implemented based on software applications on computers or mobile devices. Agents can use softphones for voice calls without the need for physical hardware telephone equipment.

[0043] Among them, the registration of SIP terminals mainly depends on the kamailio-register service. During registration, the SIP terminal registers to the kamailio-register server through the browser. The kamailio-register server is responsible for verifying and registering the SIP terminal equipment and providing corresponding services and functions. PSTN number registration mainly depends on the web server. The agent binds the mobile phone number that needs to perform business operations, and then logs in through the PSTN terminal. The server records the agent and binds the agent to the mobile phone number, that is, the registration is successful. During registration, the agent can select an outbound DID (Direct InwardDialing) number, which can first call the PSTN number and then call the customer's number. In this way, the PSTN number can be bound to the terminal and the registration and calling functions based on PSTN can be realized.

[0044] In actual scenarios, agents can communicate with customers via text or in real-time voice calls. From the perspective of the actual business capabilities of the agents, one agent account can log in to two or more operating terminals at the same time, that is, the agent can perform business operations on two or more operating terminals at the same time, and the types of operating terminals logged in by the agents can be the same or different.

[0045] In the specific implementation, the target agent A logs in to the account of the first operation terminal SIP terminal and the second operation terminal PSTN terminal at the same time. If the server receives a call request for the target agent A, the agent status of the target agent A is obtained, and at the same time, the call response status of the first operation terminal SIP terminal and the second operation terminal PSTN terminal is determined.

[0046] S400, determining the communication channel status of M operating terminals based on the call response status and the seat status.

[0047] The communication channel status refers to the status of the communication channel of the operation terminal, including but not limited to Ready, Ringing, Inbound, Outbound, Incall, Consult, AfterCallWork, and NotReady. The communication channel may include but not limited to telephone lines, Internet phones, and soft phones.

[0048] In this embodiment, after obtaining the seat state of the target seat and the call response states of the M operating terminals of the target seat, the server can determine the communication channel state of each operating terminal from the seat state and the operating terminal state in two dimensions, through a predefined state superposition rule or other rules. The state superposition rule is a rule for obtaining the communication channel state of the operating terminal by combining multiple attribute states.

[0049] For example, if the agent status is busy and the call response status of the operation terminal 1 is "on call", the communication channel status of the operation terminal 1 can be determined to be "on call". If the agent status is idle and the call response status of the operation terminal 1 is "ready", the communication channel status of the operation terminal 1 can be determined to be "ready".

[0050] S600: Processing the call request according to the communication channel status of the M operating terminals.

[0051] Continuing from the previous step, after the server determines the communication channel status of the M operating terminals based on the call response status and agent status of the operating terminals, it can comprehensively consider the communication channel status of the M operating terminals to determine whether the agent is available to handle the call request, and then determine whether the call request can be assigned to the operating terminal of the target agent A.

[0052] For example, the target agent A logs in to the account of the first operating terminal SIP terminal and the second operating terminal PSTN terminal at the same time. Considering the service capability and customer experience of the agent, it can be designed as follows: one agent cannot handle two or more incoming calls at the same time, nor can it initiate two or more outbound call requests at the same time. That is to say, when the first communication channel status of the target agent A's SIP terminal is "in call" and the second communication channel status of the second operating terminal PSTN terminal is "ready", if the server receives an incoming call request again, it is determined that the second operating terminal PSTN terminal of the target agent A can no longer process the incoming call request, and the call request can be forwarded to the operating terminal of other agents. However, the target agent A can still initiate a call request through the PSTN terminal. For example, when the customer indicates that he has encountered some problems and needs the help of the agent to solve them, the target agent A determines that he cannot solve them independently and needs to seek help from a third-party platform or a third person. At this time, the target agent A can signal the customer to wait for a moment and keep the call. The target agent A initiates a call request through the second operating terminal PSTN terminal, that is, an outbound call, and the server responds and processes the call request.

[0053] It is understandable that an agent can receive an incoming call or have a text conversation with a customer on one operating terminal while initiating a call or having a text conversation with a customer on another operating terminal. If the agent has strong business capabilities, he or she can also answer incoming calls or initiate outbound calls on two operating terminals at the same time. The specific design can be based on actual conditions.

[0054] In the above-mentioned call method, when the server receives a call request for the target agent, it comprehensively considers the status of the operating terminal and the status of the target agent, obtains the agent status of the target agent and the call response status of multiple operating terminals, and can more accurately determine the communication channel status of the operating terminal based on the agent status of the target agent and the call response status of multiple operating terminals. Then, the call request is automatically processed according to the communication channel status of multiple operating terminals, and it can determine whether the operating terminal can answer or initiate a call, whether the call request needs to be transferred, etc., and then reasonably allocate call requests, improve the utilization rate of communication resources, meet the business needs of the call center, and effectively improve business processing efficiency. In addition, the above-mentioned scheme also realizes the unified management of the status of multiple operating terminals of the agent, and can realize the reasonable allocation of call requests and unified coordination of task scheduling when the agent logs in to multiple operating terminals at the same time, which is conducive to improving business processing efficiency.

[0055] In one embodiment, determining the call response status of M operating terminals of the target agent includes: determining the channel status of each operating terminal, and determining the call response status of the operating terminal according to the channel status of the operating terminal.

[0056] Channel status refers to the status of the channel established after the operating terminal connects to the open source telephone exchange platform (such as freeswitch) through sip signaling. Channel status includes: NULL (start), Ringing, Answered, Held, Failed, and Null2 (end). An operating terminal can have multiple channels.

[0057] Specifically, a set of state superposition rules for determining the communication channel status of the operating terminal may be pre-set, so that in actual applications, the server can perform superposition processing on the acquired status information of the operating terminal and the status information of the agent through the state superposition rules to determine the call response status and the communication channel status of the operating terminal. The state superposition rule is a dynamically configurable rule, which is similar to an addition formula. According to the configured rules, the attribute states are combined to obtain the corresponding configured communication channel state. Specifically, the state superposition rule can be designed based on a combination of at least two of the channel state, call event state, device hardware state, call response state, and agent state, and a variety of state superposition rules can be designed according to requirements. It can be understood that in other embodiments, the state superposition rule can also introduce more attribute states according to requirements and actual conditions to combine a variety of state superposition rules.

[0058] In this embodiment, the status overlap rule for determining the communication channel status of the operation terminal is as follows:

[0059] Channel status 1 + ... + channel status n = call response status

[0060] Among them, channel status 1 to channel status n refer to the status of channel 1 to channel n of the same operation terminal. The rule defines that as long as an operation terminal has at least one channel status indicating that the operation terminal is currently performing a call interaction, the operation terminal is determined to be in the state of processing a call response.

[0061] In specific implementation, the initial channel state of the operating terminal may be defined as "start", and then the server monitors the channel states of each operating terminal of the target seat in real time. When a change in the channel state is detected, the preset state overlap rule is triggered to obtain the latest channel state of an operating terminal. Then, based on the state overlap rule, multiple channel states are superimposed to determine the call response state of the operating terminal. In this way, the call response states of M operating terminals are determined. For example, an operating terminal with 2 channels is used as an example. If the channel states of both channels are "answered", the call response state of the operating terminal can be determined as "answered". Subsequently, the communication channel of the operating terminal is determined based on the call response state and the seat state. For example, if the seat state is "not ready", combined with the call response state "answered" and the seat state being "not ready", the communication channel state of the operating terminal can be obtained as "in call".

[0062] In this embodiment, the call response status of the operating terminal can be quickly and accurately determined through the channel status of the operating terminal.

[0063] In one of the embodiments, the call response status of M operating terminals of the target agent is determined, including: for each operating terminal, obtaining the call event status, device hardware status, and channel status of the operating terminal, and determining the call response status of the operating terminal according to the channel status, call event status, and device hardware status.

[0064] The call event status refers to the status of the related call events generated during the interaction between the call center server and the telephone exchange system. The call event status specifically includes but is not limited to Inbound, Outbound, EventRinging, EventAnswered, EventHeld, EventFailed, and EventNull2. The device hardware status refers to the status of the device hardware of the operating terminal, including but not limited to Available and UnAvailable.

[0065] In this embodiment, the status overlap rule for determining the communication channel status of the operation terminal is as follows:

[0066] Channel status + call event status + device hardware status = call response status

[0067] In specific implementation, the initial channel state of the operating terminal can also be defined as "start". Then, the server monitors the channel state, call event state and device hardware state of each operating terminal of the target agent in real time. When at least one of the channel state, call event state and device hardware state is detected to have changed, the preset state superposition rule is triggered to obtain the latest channel state, the latest call event state and the latest device hardware state of an operating terminal. Then, based on the state superposition rule, multiple latest channel states, the latest call event state and the latest device hardware state are superimposed to determine the call response state of the operating terminal. In this way, the call response states of M operating terminals are determined.

[0068] For example, if the channel status of the operating terminal is updated from "starting" to "ringing", the call event status is updated from "outgoing call" to "ringing", and the device hardware status remains unchanged as "available", the update process of the call response status is as follows:

[0069] Before update: channel status (start) + call event status (outgoing) + device hardware status (available) = call response status (outgoing)

[0070] After update: channel status (ringing) + call event status (ringing) + device hardware status (available) = call response status (ringing)

[0071] After obtaining the latest call response status, the server will determine the communication channel status of the operating terminal based on the latest call response status and the latest agent behavior status, and then, according to the above-mentioned status superposition rules, superimpose the latest call response status and the latest agent behavior status.

[0072] For example, if the agent status does not change, but the call response status of the operating terminal changes from "outgoing" to "ringing", the communication channel status of the operating terminal will change as follows:

[0073] Before update: call response status (outgoing) + agent status (not ready) = communication channel status (outgoing)

[0074] After update: call response status (ringing) + agent behavior status (not ready) = channel status (ringing)

[0075] In this embodiment, when at least one of the channel status, call event status and device hardware status of the operating terminal changes, the above-mentioned multiple attribute states are overlapped according to predefined status overlap rules, which can quickly determine and timely update the call response status and communication channel status of the operating terminal, so that the call center server can efficiently allocate call requests.

[0076] like Figure 3 As shown, in one embodiment, S400 includes:

[0077] S420: for each operating terminal, when the call response state indicates that the operating terminal is in a call processing state and the agent state indicates that the target agent is in a busy state, determine that the communication channel state of the operating terminal is a call state.

[0078] S440: When the call response state indicates that the operating terminal is in a ready state and the agent state indicates that the target agent is in an idle state, determine that the communication channel state of the operating terminal is in a ready state.

[0079] The operating terminal is in a call processing state, which means that the operating terminal is currently in a state of conducting a call interaction, which is different from the "ready state". That is, the call processing state can be but is not limited to the ringing state, incoming state, outgoing state, post-call state, and in-call state.

[0080] In actual applications, starting from the agent status of the seat and the call response status of the operating terminal, the principle of determining the communication channel status of the operating terminal can be: only when the operating terminal is in a ready state and no call interaction is performed, and the seat is also in an idle state (i.e., a ready state) and no call interaction is performed, the state of the operating terminal is determined to be a ready state, to indicate that the operating terminal can answer the incoming call request, otherwise, it is determined that the operating terminal cannot answer the incoming call request, and then the communication channel status of the operating terminal is determined according to the actual seat status and call response status. For example, if the call response state indicates that the operating terminal is in a call processing state, and the seat status indicates that the target seat is in a busy state (which may be, but is not limited to, a non-ready state other than a ready state, a call in progress, a post-call state, etc.), the communication channel state of the operating terminal is determined to be a call state. In this way, it can reduce the phenomenon that one seat handles multiple incoming call requests at the same time, which is difficult to operate and affects the user experience.

[0081] Specifically, a state superposition rule for determining the communication channel state may be designed based on the channel state, call event state, device hardware state, call response state, and agent state. The state superposition rule may be as follows:

[0082] Channel status + call event status + device hardware status = call response status

[0083] Call response status + agent behavior status = channel status

[0084] In specific implementation, the server may monitor the seat status of the target seat and the various attribute status data of the M operating terminals in real time, including the channel status, call event status, device hardware status, and call response status. It is determined whether there is a state change. If there is at least one attribute state change, the above-mentioned state superposition rule is triggered, and the latest seat status and attribute state data of the operating terminal are superimposed to determine the communication channel status of the operating terminal, and at the same time, the communication channel status of the operating terminal is updated.

[0085] It is understandable that during the monitoring process, if the server detects that at least one of the channel status, call event status, and device hardware status has changed, the call response status will change accordingly. Therefore, it is necessary to obtain the latest channel status, the latest call event status, and the latest device hardware status. Then, according to the status superposition rule, the latest channel status, the latest call event status, and the latest device hardware status are superimposed to obtain the latest call response status. For example, if the channel status is updated from "start" to "ringing", the call event status is updated from "outgoing call" to "ringing", and the device hardware status is still "available", the update process of the call response status is as follows:

[0086] Before update: channel status (start) + call event status (outgoing) + device hardware status (available) = call response status (outgoing)

[0087] After update: channel status (ringing) + call event status (ringing) + device hardware status (available) = call response status (ringing)

[0088] Since the call response status has changed, the communication channel status will also change accordingly. Therefore, the server will obtain the latest agent status, and then, according to the status superposition rule, superimpose the latest call response status and the latest agent status to obtain the latest communication channel status. The communication channel status update process can be as follows:

[0089] Before update: call response status (outgoing) + agent status (not ready) = communication channel status (outgoing)

[0090] After update: call response status (ringing) + agent status (not ready) = communication channel status (ringing)

[0091] In this embodiment, by monitoring the changes in the multiple attribute states of the agent status and the operating terminal, and combining the state overlap rules, the above-mentioned multiple attribute states and the agent status are overlapped, so that the second channel status can be quickly determined and updated in time, so that the call center server can efficiently allocate call requests.

[0092] like Figure 4As shown, S600, including:

[0093] S620: When the communication channel states of the M operating terminals are all in the ready state, the call request is allocated to any operating terminal of the target agent.

[0094] S640, when the communication channel status of at least one operating terminal among the M operating terminals is in a call state, determine an agent to handle the call request from the candidate agent group, and allocate the call request to the operating terminal of the agent that is in a ready state.

[0095] The candidate agent group refers to a group of agents that can receive call allocation and process call requests. In accordance with the above embodiment, in order to reduce the situation where one agent processes multiple call requests at the same time, after receiving a call request for the target agent, the server will determine the communication channel status of the M operating terminals, and then determine whether the call request can be allocated to the operating terminal of the target agent based on the communication channel status of the M operating terminals.

[0096] Specifically, only when the communication channel status of M operating terminals are all in the ready state, it is determined that the target agent has not used the operating terminal for call interaction. At this time, the call request is assigned to any operating terminal of the target agent so that the target agent can handle the call request. If the communication channel status of at least one operating terminal among the M operating terminals is in the call state, it is determined that the target agent is currently using at least one operating terminal to carry out call interaction and has no time to handle additional call requests. Therefore, the server now selects the agent who handles the call request from the candidate agent group, and assigns the call request to the target operating terminal whose communication channel status is in the ready state. It can be understood that in order to improve the user experience and reduce the difficulty of the agent's business operation, for the candidate agent group, an agent is usually only allowed to select one operating terminal to queue. Therefore, the server can randomly assign the call request to any candidate operating terminal whose communication channel status is in the ready state.

[0097] In this embodiment, the call request is allocated to the target agent only when the communication channel status of the target M operating terminals are all in the ready state, which can reduce the phenomenon of one agent processing call requests on multiple terminals at the same time, improve the service processing efficiency of the agent, and also improve the user experience.

[0098] In one embodiment, the method further comprises:

[0099] S800, when at least one of the M operating terminals processes a call service, a call request initiated by a target agent through a target operating terminal is received, the target operating terminal is an operating terminal whose communication channel status is in a ready state among the M operating terminals, a call is initiated based on the communication channel of the target operating terminal, and the call response status of the target operating terminal is updated.

[0100] S600 includes: S660, determining the communication channel status of the M operating terminals according to the updated call response status of the target operating terminal and the seat status.

[0101] This embodiment describes a scenario in which a target agent interacts with a user through one operating terminal and simultaneously initiates an outbound call through another operating terminal.

[0102] Specifically, the target agent A may have a voice call or text interaction with the customer at the first operating terminal such as a SIP terminal. At this time, when the customer indicates that he has encountered some problems and needs the help of the agent to solve them, the agent determines that he cannot solve them independently and needs to seek help from a third-party platform or a third person. At this time, the target agent A signals the customer to wait for a moment and keep talking. The target agent A initiates a call request through a second operating terminal such as a PSTN terminal, that is, an outbound call, and the call request reaches the server. After receiving the call request, the server responds to the call request and checks the availability and status of the communication channel of the PSTN terminal. If the communication channel of the PSTN terminal is available, the server makes a call through the communication channel of the PSTN terminal. If the other party called by the target agent is a customer, the server directly initiates a call to the customer's call terminal through the communication channel of the PSTN terminal.

[0103] If the target agent calls an agent through the PSTN terminal, it is necessary to determine whether the called agent is idle. If it is idle, it means that it can answer incoming calls. The server initiates a call to the agent through the communication channel of the PSTN terminal. If it is busy and cannot answer the incoming call, the server can push a prompt message to the PSTN operation terminal of the target agent. The prompt message is used to remind the target agent that the user called is busy or temporarily unable to answer, please call again later. In another embodiment, a waiting option can also be provided, such as transferring the call request to other available agents or providing a message function.

[0104] Specifically, the server determines whether the called agent is in an idle state by obtaining the communication channel status of N (N>1) operating terminals of the called agent. Similarly, according to the method of determining whether the agent is idle in the above embodiment, a call is initiated to the called agent based on the communication channel of the PSTN terminal only when the communication channel status of the N operating terminals are all in a ready state.

[0105] In the process of initiating a call through the communication channel of the PSTN terminal, since the channel between the PSTN terminal and the telephone exchange platform such as freeswitch has been established, the channel state of the communication channel of the PSTN terminal will change. Accordingly, the call response state of the PSTN terminal will change accordingly, and the communication channel state will also change accordingly. Therefore, the call response state and communication channel state of the PSTN terminal need to be updated in real time.

[0106] In actual applications, during the entire telephone call process, after the PSTN terminal initiates a call, there will be a period of ringing time until the called party answers the call. Once the call is connected, the call can be carried out between the PSTN terminal and the called party, and the communication channel status of the PSTN terminal will be updated to "in call". When the call ends, the communication channel status of the PSTN terminal is updated from "in call" to "after call". In this state, the PSTN terminal can handle call-related tasks, such as recording call results and updating customer information. During the entire telephone call process, the telephone exchange platform will generate different telephone call events at different stages of the call. Telephone call events include multiple states such as incoming call, ringing, consultation, in call, hold, call end and post-call processing. The state of the telephone call event drives the change of the channel state of the PSTN terminal, which in turn causes the call response state and communication channel state of the PSTN terminal to change accordingly.

[0107] During the entire call interaction process of the PSTN terminal, the server monitors the agent status of the target agent and various attribute status data of the PSTN terminal in real time, including at least one of the channel status, call event status, device hardware status, and call response status. Monitor whether the attribute status data of the PSTN terminal has changed. If at least one attribute status data has changed, the preset state superposition rule is triggered, and the attribute status and agent status of the operating terminal are superimposed to obtain the communication channel status of the PSTN terminal. At the same time, the second communication channel status of the PSTN terminal is updated. In this way, the server can determine whether the target agent is idle based on the communication channel status of the SIP terminal of the target agent and the communication channel status of the PSTN terminal.

[0108] In this embodiment, by monitoring the seat status and multiple attribute states of the operating terminal, when at least one state changes, the state overlap rule is triggered and the communication channel state of the operating terminal is updated, which is beneficial for the server to determine the idle state of the seat, improve the efficiency of seat management and task coordination, and thus improve business processing efficiency.

[0109] like Figure 5As shown, in some other embodiments, the method further includes: S500, determining the working status of the target agent according to the communication channel status of the M operating terminals.

[0110] Specifically, the working status of the target agent is a status that represents the current working situation of the agent and whether the call request can be processed, including but not limited to ready, not ready (ie busy), short break, and after call status.

[0111] For example, the communication channel states of multiple operating terminals may be overlapped according to the state overlap rule to obtain the working state of the target agent. The state overlap rule may be as follows:

[0112] Channel status + call event status + device hardware status = call response status

[0113] Call response status + agent behavior status = communication channel status

[0114] Communication channel status 1 + ... + communication channel status n = working status

[0115] Among them, communication channel status 1~communication channel status n respectively refer to the status of the communication channel of the operating terminal 1~operating terminal n of an agent.

[0116] Specifically, when the communication channel status of at least one of the agent's M working terminals is not "ready", the agent's working status is determined to be "on a call", and the agent can no longer receive other incoming calls. For example, taking the target agent having two working terminals as an example, if the communication channel status of working terminal 1 is "on a call", and the communication channel status of working terminal 2 is "ready", the agent's working status is determined to be "on a call", and the agent cannot answer incoming calls. If the communication channel status of working terminal 1 is "ready", and the communication channel status of working terminal 2 is "ready", the agent's working status is determined to be "ready".

[0117] In this embodiment, the working status of the agent is determined by integrating the communication channel status of multiple operating terminals of the agent, which can facilitate call center managers to quickly understand the working status of the agent and facilitate the allocation and management of call requests.

[0118] like Figure 6 As shown, in another embodiment, after S800, the method further includes:

[0119] S820, push a status display message carrying the updated working status to the front-end server, where the status display message is used to instruct the front-end server to display the updated working status of the target agent.

[0120] The status display message refers to a message used to prompt the front-end server to display the updated working status of the target agent. The status display message may include the identifier of the target agent, the updated working status and timestamp and other related information. The front-end server refers to the front-end server of the call center.

[0121] In this embodiment, the call center may display the working status of the agent in a visual manner. Following the previous embodiment, after the working status of the target agent is updated in real time, the server may generate a status display message based on the updated working status of the target agent, and the status display message carries the updated working status of the target agent. Then, the status display message is sent to the front-end server by using a real-time communication protocol, a message queue or other message push method. After receiving the status display message, the front-end server will update the working status of the target agent in the user interface, monitoring panel or other related applications of the call center, and specifically may update the working status icon, working status text label or other visual representation form of the target agent. In some embodiments, in addition to pushing the working status in real time, the back-end server may also push the call event status, channel status, agent behavior status, call response status and communication channel status in real time, so that the front-end server can display the call event status, channel status, call response status, communication channel status and agent behavior status of each operating terminal of the agent in real time, as well as the working status of the agent.

[0122] In this embodiment, by updating the working status of the target agent in real time and pushing status display messages, the front-end server can timely update the latest working status of the agent, which can facilitate the agents and managers or team members to understand the working status of the agents intuitively and in real time, which can be conducive to the efficient allocation of resources and call requests, and can promote team collaboration and communication, and improve business processing efficiency.

[0123] In another embodiment, the method further includes: receiving a call request sent by a client terminal, responding to the call request, obtaining a working status of each agent in a candidate agent group, screening out a specific agent for processing the call request from the candidate agent group according to the working status of each agent, and assigning the call request to the specific agent.

[0124] Considering that it is difficult for one agent to handle two incoming calls at the same time, in this embodiment, each candidate agent in the candidate agent group can also select an operating terminal for candidate queuing.

[0125] After receiving the call request sent by the client terminal, the server will query the current working status of each agent in the candidate agent group to determine whether there is an agent that can answer the call request. If the working status of the agent is "ready" or "after the call", it indicates that the agent can answer the call. If there are multiple agents with a working status of "ready" or "after the call", a specific agent can be randomly selected from multiple agents with a working status of "ready" or "after the call". In another embodiment, the working status of the agents in the candidate agent group can be queried in turn, and the first agent with a working status of "ready" or "after the call" is determined as the specific agent. Once the specific agent is determined, the server will assign the call request to the specific agent. This can be achieved by call forwarding or routing the call to the specific agent's operating terminal in a queue state. It can be understood that the selection of specific agents can also be determined based on the availability, skills, priority and other factors of the agent.

[0126] It should be noted that, in the present embodiment, the working status of the agent is also determined based on the communication channel status of the agent's multiple operating terminals. The communication channel status is obtained by superimposing the agent status and multiple attribute statuses of the operating terminals according to the above-mentioned status superposition rules. The specific superposition rules will not be repeated here.

[0127] In this embodiment, the working status of each agent in the candidate agent group can be used to know in real time the busy and idle status of the agent when the agent logs into multiple working terminals at the same time, thereby efficiently allocating call requests and improving call processing efficiency.

[0128] In order to make a clearer description of the call processing method provided by the present application, a specific embodiment is described below. In the specific embodiment, the preset state overlap rule is as follows:

[0129] Channel status + call event status + device hardware status = call response status

[0130] Call response status + agent behavior status = communication channel status

[0131] Communication channel status 1 + ... + communication channel status n = working status

[0132] Among them, communication channel status 1 to communication channel status n refer to the status of the communication channels of the operation terminal 1 to the operation terminal n of the same seat respectively.

[0133] Target agent A logs in to the first SIP terminal and the second SIP terminal at the same time (the default hardware status of the first SIP terminal and the second SIP terminal are both available), and the target agent conducts a call interaction through the first SIP terminal. The status of the communication channel of the first SIP terminal (hereinafter referred to as the first communication channel status) is "in call". If the user makes a request to target agent A, and target agent A cannot solve the request alone, at this time, target agent A can signal the user to hold the call and initiate a manual outbound call to agent B through the second SIP terminal to seek help.

[0134] After receiving the call request from the target agent A, the backend server of the call center (hereinafter referred to as the backend server) obtains the working status of agent B. When the working status of agent B is "ready", the call request is forwarded to the freeswitch platform, and the call is executed by the freeswitch platform. At this time, the channel between the second SIP terminal and the freeswitch platform is established, and the channel status of the second SIP terminal changes from "no channel status" to "start", and the agent status changes from "ready" to "not ready". After receiving the call request, freeswitch executes the manual outbound call start script to initiate the call, and a manual outbound call start event is generated. , freeswitch sends the manual outbound call start event and channel status to the backend server. After receiving the manual outbound call start event, the backend server triggers the above-mentioned preset state superposition rule. According to the channel status, call event status and device hardware status of the second SIP terminal, the call response status of the second SIP terminal is superimposed: channel status (start) + call event status (manual outbound call) + device hardware status (available) = call response status (outbound call). Then, according to the call response status and agent status, the communication channel status 2 of the second SIP terminal is superimposed: call response status (outbound call) + agent behavior status (not ready) = communication channel status 2 (outbound call). Then, according to the communication channel status 1 of the first SIP terminal and the communication channel status 2 of the second SIP terminal, the working status of the target agent A is superimposed: communication channel status 1 (in call) + communication channel status 2 (outbound call) = working status (in call).

[0135] At this time, the back-end server sends the working status of the target agent A, the call event status of the second SIP terminal, the channel status, the agent behavior status, the call response status and the communication channel status to the front-end server through the WebSocket connection. At this time, the monitoring page of the call center simultaneously updates the working status of the target agent A, the call event status of the second SIP terminal, the channel status, the agent behavior status, the call response status and the communication channel status and sends them to the front end. At this time, the monitoring page of the call center displays the agent working status in real time.

[0136] In the subsequent call process, as the interaction between the freeswitch platform and the back-end server progresses, the freeswitch platform will generate different call events at different call stages, such as ringing events, answering events, call holding events and hang-up events. The channel state of the second SIP terminal will change accordingly with the driving of the call events. When at least one of the call event state, channel state, agent state and call response state changes, the back-end server triggers the state overlap rule, and updates the communication channel state 2 of the second SIP terminal and the working state of the target agent B in real time according to the latest call event state, channel state, agent state and call response state, and generates a status display message in real time, and pushes the status display message to the front-end server of the call center to instruct the front-end server to display the latest status.

[0137] It should be understood that, although the various steps in the flowcharts involved in the above-mentioned embodiments are displayed in sequence according to the indication of the arrows, these steps are not necessarily executed in sequence according to the order indicated by the arrows. Unless there is a clear explanation in this article, the execution of these steps does not have a strict order restriction, and these steps can be executed in other orders. Moreover, at least a part of the steps in the flowcharts involved in the above-mentioned embodiments can include multiple steps or multiple stages, and these steps or stages are not necessarily executed at the same time, but can be executed at different times, and the execution order of these steps or stages is not necessarily to be carried out in sequence, but can be executed in turn or alternately with other steps or at least a part of the steps or stages in other steps.

[0138] Based on the same inventive concept, the embodiment of the present application also provides a call processing device for implementing the call processing method involved above. The implementation scheme for solving the problem provided by the device is similar to the implementation scheme recorded in the above method, so the specific limitations in one or more call processing device embodiments provided below can refer to the limitations on the call processing method above, and will not be repeated here.

[0139] In one embodiment, Figure 7 As shown, a call processing device 700 is provided, comprising: a data acquisition module 710, a data determination module 720 and a call processing module 730, wherein:

[0140] The data acquisition module 710 is used to respond to the call request for the target agent, acquire the agent status of the target agent, and determine the call response status of M operating terminals of the target agent, where M is a positive integer greater than 1.

[0141] The data determination module 720 is used to determine the communication channel status of the M operating terminals based on the call response status and the seat status.

[0142] The call processing module 730 is used to process the call request according to the communication channel status of the M operating terminals.

[0143] In an exemplary embodiment, the data determination module 720 is further used to determine the channel status of each operation terminal, and determine the call response status of the operation terminal according to the channel status of the operation terminal.

[0144] In an exemplary embodiment, the data determination module 720 is also used to obtain the call event status, device hardware status, and channel status of each work terminal, and determine the call response status of the work terminal based on the channel status, call event status, and device hardware status.

[0145] In an exemplary embodiment, the data determination module 720 is also used to determine, for each operating terminal, that the communication channel state of the operating terminal is a call state when the call response state indicates that the operating terminal is in a call processing state and the agent state indicates that the target agent is in a busy state; and to determine that the communication channel state of the operating terminal is a ready state when the call response state indicates that the operating terminal is in a ready state and the agent state indicates that the target agent is in an idle state.

[0146] In an exemplary embodiment, the call processing module 730 is also used to allocate the call request to any operating terminal of the target agent when the communication channel status of M operating terminals are all in the ready state, and to determine the agent who handles the call request from the candidate agent group when the communication channel status of at least one operating terminal among the M operating terminals is in the call state, and to allocate the call request to the operating terminal whose communication channel status is in the ready state.

[0147] like Figure 8 As shown, in an exemplary embodiment, the device also includes: a call initiation module 740, which is used to receive a call request initiated by a target agent through a target operation terminal when at least one operation terminal among the M operation terminals processes a call service, the target operation terminal is an operation terminal among the M operation terminals whose communication channel status is in a ready state, initiate a call based on the communication channel of the target operation terminal, and update the call response status of the target operation terminal.

[0148] The data determination module 720 is further used to determine the communication channel status of the M operating terminals according to the updated call response status and seat status of the target operating terminal.

[0149] In an exemplary embodiment, the call processing module 740 is also used to obtain the communication channel status of N operating terminals of the agent when the called party corresponding to the call request is an agent, where N is a positive integer greater than 1, and when the communication channel status of the N operating terminals are all in ready state, initiate a call based on the communication channel corresponding to the target operating terminal.

[0150] like Figure 8 As shown, the device also includes a data push module 750, which is used to push a status display message carrying an updated working status to the front-end server, and the status display message is used to instruct the front-end server to display the updated working status of the target seat.

[0151] Each module in the above-mentioned call processing device can be implemented in whole or in part by software, hardware or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute the operations corresponding to each module.

[0152] In one embodiment, a computer device is provided, which may be a server, and its internal structure diagram may be shown in FIG9. The computer device includes a processor, a memory, an input / output interface (Input / Output, referred to as I / O) and a communication interface. The processor, the memory and the input / output interface are connected via a system bus, and the communication interface is connected to the system bus via the input / output interface. The processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program and a database. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The database of the computer device is used to store data such as multiple attribute states after the state superposition rule. The input / output interface of the computer device is used to exchange information between the processor and an external device. The communication interface of the computer device is used to communicate with an external terminal through a network connection. When the computer program is executed by the processor, a call processing method is implemented.

[0153] Those skilled in the art will understand that the structure shown in FIG. 9 is merely a block diagram of a partial structure related to the solution of the present application, and does not constitute a limitation on the computer device to which the solution of the present application is applied. The specific computer device may include more or fewer components than shown in the figure, or combine certain components, or have a different arrangement of components.

[0154] In one embodiment, a computer device is provided, including a memory and a processor, wherein a computer program is stored in the memory, and when the processor executes the computer program, the steps in any of the above call processing method embodiments are implemented.

[0155] In one embodiment, a computer-readable storage medium is provided, on which a computer program is stored. When the computer program is executed by a processor, the steps in any of the above-mentioned call processing method embodiments are implemented.

[0156] In one embodiment, a computer program product is provided, including a computer program, which implements the steps in any of the above call processing method embodiments when executed by a processor.

[0157] It should be noted that the user information (including but not limited to operation terminal equipment information, user personal information, etc.) and data (including but not limited to data used for analysis, stored data, displayed data such as the working status of seats, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data must comply with relevant laws, regulations and standards of relevant countries and regions.

[0158] Those skilled in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be completed by instructing the relevant hardware through a computer program, and the computer program can be stored in a non-volatile computer-readable storage medium. When the computer program is executed, it can include the processes of the embodiments of the above-mentioned methods. Among them, any reference to the memory, database or other medium used in the embodiments provided in this application can include at least one of non-volatile and volatile memory. Non-volatile memory can include read-only memory (ROM), magnetic tape, floppy disk, flash memory, optical memory, high-density embedded non-volatile memory, resistive random access memory (ReRAM), magnetoresistive random access memory (MRAM), ferroelectric random access memory (FRAM), phase change memory (PCM), graphene memory, etc. Volatile memory can include random access memory (RAM) or external cache memory, etc. As an illustration and not limitation, RAM can be in various forms, such as static random access memory (SRAM) or dynamic random access memory (DRAM). The database involved in each embodiment provided in this application may include at least one of a relational database and a non-relational database. Non-relational databases may include distributed databases based on blockchains, etc., but are not limited to this. The processor involved in each embodiment provided in this application may be a general-purpose processor, a central processing unit, a graphics processor, a digital signal processor, a programmable logic device, a data processing logic device based on quantum computing, etc., but are not limited to this.

[0159] The technical features of the above embodiments may be combined arbitrarily. To make the description concise, not all possible combinations of the technical features in the above embodiments are described. However, as long as there is no contradiction in the combination of these technical features, they should be considered to be within the scope of this specification.

[0160] The above-described embodiments only express several implementation methods of the present application, and the descriptions thereof are relatively specific and detailed, but they cannot be understood as limiting the scope of the present application. It should be pointed out that, for a person of ordinary skill in the art, several variations and improvements can be made without departing from the concept of the present application, and these all belong to the protection scope of the present application. Therefore, the protection scope of the present application shall be subject to the attached claims.

Claims

1. A call processing method, characterized in that: The method comprises: In response to a call request for a target seat, the seat state of the target seat is obtained, and the call response states of M operating terminals of the target seat are determined, where M is a positive integer greater than 1; Determining the communication channel status of the M operating terminals based on the call response status and the seat status; The call request is processed according to the communication channel status of the M operating terminals.

2. The method according to claim 1, characterized in that The determining of the call response status of the M operating terminals of the target seat includes: For each of the operation terminals, determining the channel status of the operation terminal; The call response state of the operation terminal is determined according to the channel state of the operation terminal.

3. The method according to claim 1, characterized in that Determining the call response status of the M operating terminals of the target agent includes: For each of the operation terminals, acquiring the call event status, device hardware status, and channel status of the operation terminal; The call response state of the operation terminal is determined according to the channel state, the call event state and the device hardware state.

4. The method according to any one of claims 1 to 3, characterized in that: The determining the communication channel status of the M operating terminals based on the call response status and the seat status includes: For each operating terminal, when the call response state indicates that the operating terminal is in a call processing state, and the agent state indicates that the target agent is in a busy state, determining that the communication channel state of the operating terminal is a call state; When the call response state indicates that the operating terminal is in a ready state, and the seat state indicates that the target seat is in an idle state, it is determined that the communication channel state of the operating terminal is in a ready state.

5. The method according to any one of claims 1 to 3, characterized in that: The processing of the call request according to the communication channel states of the M operation terminals includes: When the communication channel states of the M operating terminals are all in the ready state, the call request is allocated to any operating terminal of the target seat; When the communication channel status of at least one of the M operating terminals is in a call state, an agent to process the call request is determined from a candidate agent group, and the call request is allocated to the operating terminal whose communication channel status is in a ready state.

6. The method according to any one of claims 1 to 3, characterized in that: The method further comprises: In the case where at least one of the M operation terminals processes a call service, receiving a call request initiated by the target agent through a target operation terminal, wherein the target operation terminal is an operation terminal whose communication channel status is in a ready state among the M operation terminals; Initiating a call based on the communication channel of the target operation terminal, and updating the call response state of the target operation terminal; The determining the communication channel status of the M operating terminals based on the call response status and the seat status includes: The communication channel states of the M operating terminals are determined according to the updated call response state of the target operating terminal and the seat state.

7. The method according to claim 6, characterized in that The initiating a call based on the communication channel of the target operation terminal includes: When the called party corresponding to the call request is an agent, obtaining the communication channel status of N operating terminals of the agent, where N is a positive integer greater than 1; When the communication channel states of the N operation terminals are all in the ready state, a call is initiated based on the communication channel corresponding to the target operation terminal.

8. A call processing device, characterized in that: The device comprises: A data acquisition module, configured to obtain the seat status of the target seat in response to a call request for the target seat, and determine the call response status of M operating terminals of the target seat, where M is a positive integer greater than 1; A data determination module, used to determine the communication channel status of the M operating terminals based on the call response status and the seat status; The call processing module is used to process the call request according to the communication channel status of the M operating terminals.

9. A computer device comprising a memory and a processor, wherein the memory stores a computer program, wherein: When the processor executes the computer program, the steps of the method according to any one of claims 1 to 7 are implemented.

10. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 7 are implemented.

11. A computer program product, comprising a computer program, characterized in that When the computer program is executed by a processor, the steps of the method according to any one of claims 1 to 7 are implemented.

Images