Call center system

Abstract

The invention discloses a call center system which comprises a server which collects audio and video data of a master control room, a sub-control room, a physical examination room, an infirmary and a sub-monitoring room and stores the audio and video data in the server; the master control room is used as a master control mechanism, has the highest authority, and can be used for forcibly terminating a call and monitoring audios and videos; the sub-control room is provided with operation authority which is lower than that of the master control room, and the sub-control room is provided with a monitoring room, a physical examination room and an infirmary, and each of the physical examination room and the infirmary comprises a computer terminal, sound equipment and an alarm lamp; and the branch monitoring room comprises an in-cabin screen, and the in-cabin screen is provided with a fingerprint verification module used for verifying the identity of an operator. The invention belongs to the technical field of communication, and achieves the technical effects that the system can be applied to special supervision places such as detention houses or prisons, supervised persons are supervised in real time, and real-time response can be carried out when the supervised persons have emergencies.

Description

Technical Field

[0001] The present invention relates to the field of communication technology, and in particular to a call center system. Background Art

[0002] A call center is an operation place that centrally handles incoming and outgoing telephone services. It uses communication and computer technology, especially through telephone access and IVR systems, to efficiently handle customer inquiries and service requests.

[0003] Currently, call centers are basically used to maintain relationships between customers and companies, but there are very few call center systems used in special scenarios, such as detention centers or prisons. In such special places, calls between the detained persons and the outside world need to be supervised, and emergencies also need to be handled in a timely manner. The call center systems currently in use are restricted by special confidentiality agreements and are difficult to apply to such special scenarios. Summary of the invention

[0004] To this end, the present invention provides a call center system to solve the above problems in the prior art.

[0005] In order to achieve the above object, the present invention provides the following technical solutions:

[0006] According to a first aspect of the present invention, a call center system comprises:

[0007] The server receives audio and video data from the main control room, sub-control room, physical examination room, medical room and sub-monitoring room, and stores the data in the server. The server has the function of replaying audio and video data.

[0008] The control room, as the master control agency, has the highest authority and can forcibly terminate calls, monitor audio and video, and upload audio and video data to the server;

[0009] The sub-control room has the second-highest operating authority after the main control room. The sub-control room is divided into monitoring room, physical examination room and medical room. The sub-monitoring management can monitor the audio and video calls between the rooms and manage the call process at any time according to the call content. The functions of the sub-control room include joining the call and forcibly terminating it. The audio and video call data and operation record data of the sub-control room are uploaded to the main control room and server. Specifically:

[0010] When the supervised person in the sub-monitoring room seeks medical treatment, he needs to make a video call with the medical office, and the sub-control room will supervise the whole process. When the medical office answers the call, the sub-control room is in a monitoring state by default and does not need to participate in the call. When the content of the call exceeds the permitted scope during the monitoring process, the sub-control room will use the "join call" function to remind or stop the relevant call content, and forcibly terminate the call if the reminder is invalid;

[0011] The physical examination room and the infirmary are both equipped with computer terminals, audio equipment and alarm lights. The computer terminals can conduct video intercom, and the alarm lights are used to warn of emergencies. Emergency information and operation record data of the physical examination room and the infirmary are uploaded to the sub-control room;

[0012] The sub-monitoring room includes an in-warehouse screen, which has a fingerprint verification module for verifying the identity of the operator. Only after the identity verification is passed can the screen saver of the in-warehouse screen be unlocked, and the functions provided by the in-warehouse screen system can be operated. The operation record data of the in-warehouse screen is uploaded to the sub-control room.

[0013] Furthermore, the audio and video data playback is specifically as follows:

[0014] During the video intercom process, the system stores and compresses audio and video in real time. The audio and video files stored in the server are encrypted and protected. When they need to be queried and played back, they must be downloaded locally and decompressed and decrypted before they can be played.

[0015] Furthermore, the server also has a medical record query function, which can query the medical records of any day by date, specifically:

[0016] The system saves a screenshot of the medical call by default. When you click on the query result, the system displays the screenshot of the corresponding medical video call and provides downloading of the complete audio and video file.

[0017] Furthermore, the call transfer comprises the following steps:

[0018] S1: When the sub-control room line is occupied and it is impossible to monitor more than two medical calls at the same time, the signal is forwarded to the upper level, to the main control room;

[0019] S2: The control room directly answers medical calls and understands relevant medical situations;

[0020] S3: Confirm the condition is an emergency and notify the medical center to treat it;

[0021] If it is a common illness, you can tell the medical agent that he is busy and seek medical attention later.

[0022] Furthermore, the sub-control room and the medical room also have an IP broadcast call function. When the sub-control room or the medical room needs to broadcast to a specific sub-monitoring room, the sub-control room can actively make a broadcast call to the specific sub-monitoring room through this function.

[0023] Furthermore, the in-warehouse screen also has a call transfer module, which is provided with a button and installed on the in-warehouse screen panel, specifically:

[0024] When an emergency occurs in the sub-monitoring room, the sub-control room can be directly called by pressing a button to call for help. When the sub-control room is conducting medical intercom supervision, the system will automatically switch to emergency intercom;

[0025] When the sub-control room is answering a call for help from the sub-monitoring room and is busy, the system will automatically transfer the call for help upward to be answered by the main control room.

[0026] Furthermore, the sub-monitoring room also has an emergency assistance function, specifically:

[0027] When emergency help is needed in the sub-monitoring room, press the big red button on the screen inside the warehouse to directly connect to the police end of the sub-control room and make a call request. This call has the highest priority and can interrupt the ongoing ordinary medical treatment process.

[0028] Furthermore, both the main control room and the sub-control room have audio and video monitoring functions. On the interface of the computer terminal program, select the sub-control room to be monitored and conduct real-time audio and video monitoring. The monitoring is carried out without the sub-control room noticing, and is used to understand the movements in the sub-control room in real time;

[0029] When the medical office receives the supervised person's video call for medical treatment, the system will also connect to the video intercom at the branch monitoring room end. The main control room and the branch control room will monitor the entire medical treatment process. If necessary, they can join the three-party call or forcibly terminate the medical intercom. The main control room and the branch control room will supervise the entire process.

[0030] The present invention has the following advantages:

[0031] The present invention can be applied in special supervision places such as detention houses or prisons, and can supervise supervised persons in real time, and can also respond in real time to emergencies of supervised persons. BRIEF DESCRIPTION OF THE DRAWINGS

[0032] Figure 1 A module connection diagram of a call center system provided for some embodiments of the present invention. DETAILED DESCRIPTION

[0033] The following is a description of the implementation of the present invention by specific embodiments. People familiar with the art can easily understand other advantages and effects of the present invention from the contents disclosed in this specification. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0034] like Figure 1 As shown, a call center system in an embodiment of the first aspect of the present invention includes:

[0035] The server receives audio and video data from the main control room, sub-control room, physical examination room, medical room and sub-monitoring room, and stores them in the server. The server also has the function of replaying audio and video data. Specifically:

[0036] During the video intercom process, the system stores and compresses audio and video in real time. The audio and video files stored in the server are encrypted and protected. When the client needs to query and play back, it must be downloaded locally and decompressed and decrypted before it can be played.

[0037] The server also has a medical record query function, which can query the medical records of any day by date. The system saves a screenshot of the medical call by default. When clicking the query result, the system displays the screenshot of the corresponding medical video call and provides download of the complete audio and video files. The system can set a default download file save path. Click the download button, the system will download the audio and video files to the local path and open it for playback immediately. If you need to copy the file, it provides a one-click file path positioning function, and directly copies the file path, which is convenient and fast.

[0038] The main control room, as the main control organization, has the highest authority and can forcibly terminate calls, conduct audio and video monitoring, and upload audio and video data to the server. In a specific embodiment, when the line of the sub-control room is occupied and it is impossible to monitor more than two medical calls at the same time, the signal will be forwarded to the upper level, to the main control room. The on-duty police officer in the main control room can directly answer the medical call and understand the relevant medical situation. If it is an emergency, the police can immediately notify the medical center to deal with it. If it is a common condition, the police can inform the medical agent that he is busy and ask for medical treatment later.

[0039] The sub-control room has the second-highest operating authority than the main control room. It controls the monitoring room, physical examination room and medical room. The audio and video call data and operation record data are uploaded to the main control room and server. The functions of the sub-control room include joining the call and forcibly terminating it. Specifically:

[0040] When the supervised person seeks medical treatment, he needs to make a video call with the doctor, and the on-duty police officer is supported to supervise the whole process. When the doctor answers the supervised person's medical treatment, the on-duty police officer is in a supervisory state by default and does not need to participate in the call. When it is found during the monitoring process that the content of the call exceeds the permitted scope, the on-duty police officer can use the "Join the call" function at any time to remind or stop the relevant call content. After completion, exit the call through the "Exit supervision" function;

[0041] During the process of the doctor and the supervised person seeking medical treatment, the police on duty need to monitor the audio and video throughout the process. If they find inappropriate content in the call, they can join the call and give reminders. If the reminder is ineffective, the system has designed a "forced termination" function to force the medical treatment process to end. After the forced termination, the police need to fill in a statement to explain the reason for the forced termination. This statement will be written into the remarks field of the medical record for future reference;

[0042] Sub-monitoring management enables police officers in the sub-monitoring room to monitor the audio and video calls between the supervised persons and medical personnel, and manage the call process at any time according to the call content;

[0043] By using visual intercom, the facial expressions of the patients can be directly seen. Meanwhile, in the sub-control room, the police officers are monitoring the conversation between the doctors and the patients and can see the facial expressions of the patients through the video window.

[0044] The sub-control room also has an IP broadcast calling function. When the police on duty in the sub-control room need to broadcast to a specific sub-monitoring room, the police can use this function to actively broadcast to the specific sub-monitoring room. This call does not need to be answered and is a broadcast signal. The medical room or sub-control room can perform IP broadcasting to the designated sub-monitoring room according to actual needs.

[0045] The physical examination room and the infirmary are both equipped with computer terminals, audio equipment and alarm lights. The computer terminals can conduct video intercom, and the alarm lights are used to warn of emergencies. Emergency information and operation record data of the physical examination room and the infirmary are uploaded to the sub-control room;

[0046] The sub-monitoring room includes a warehouse screen, which has a fingerprint verification module for verifying the identity of the operator. Only after the identity verification is passed can the screen saver of the warehouse screen be unlocked, and the functions provided by the warehouse screen system can be operated. The operation record data of the warehouse screen is uploaded to the sub-control room;

[0047] The screen inside the warehouse also has a call transfer module, which is equipped with a button and installed on the screen panel inside the warehouse. The button is mainly used when an emergency occurs in the sub-monitoring room. If the supervised person has a serious illness, a fight or self-harm occurs in the sub-monitoring room, the emergency help button can be used to call the police for help with one click and call the sub-control room directly. When the sub-control room is conducting medical intercom supervision, the system will automatically switch to the emergency intercom; when the sub-control room is answering a call for help from the sub-monitoring room and is busy, the system will automatically transfer the help call upward to be answered by the police on duty in the main control room.

[0048] When the fingerprint of the supervised person in the sub-monitoring room cannot be entered, the fingerprint verification system fails, an unconventional emergency medical treatment is required, or the medical system line is busy, if the supervised person needs emergency help, he or she can press the large red button on the screen inside the warehouse to directly connect to the sub-control police end and make a call request. This call has the highest priority and can interrupt the ongoing ordinary medical treatment process.

[0049] Both the main control room and the sub-control room have audio and video monitoring functions. On the interface of the computer terminal program, select the sub-control room to be monitored and double-click to open the monitoring screen for real-time audio and video monitoring. The monitoring is carried out without the sub-control room noticing, and the movements in the sub-control room can be understood in real time;

[0050] When the doctor connects to the supervised person's video call, the system simultaneously connects to the video intercom at the monitoring room, and the guarding police monitor the entire medical process. If necessary, the three-party call can be added, or the medical intercom can be forcibly terminated, and the police can supervise the entire process.

Claims

1. A call center system, characterized in that: include: The server receives audio and video data from the main control room, sub-control room, physical examination room, medical room and sub-monitoring room, and stores the data in the server. The server has the function of replaying audio and video data. The control room, as the master control agency, has the highest authority and can forcibly terminate calls, monitor audio and video, and upload audio and video data to the server; The sub-control room has the second-highest operating authority after the main control room. The sub-control room is divided into monitoring room, physical examination room and medical room. The sub-monitoring management can monitor the audio and video calls between the rooms and manage the call process at any time according to the call content. The functions of the sub-control room include joining the call and forcibly terminating it. The audio and video call data and operation record data of the sub-control room are uploaded to the main control room and server. Specifically: When the supervised person in the sub-monitoring room seeks medical treatment, he needs to make a video call with the medical office, and the sub-control room will supervise the whole process. When the medical office answers the call, the sub-control room is in a monitoring state by default and does not need to participate in the call. When the content of the call exceeds the permitted scope during the monitoring process, the sub-control room will use the "join call" function to remind or stop the relevant call content, and force the call to end if the reminder is invalid; The physical examination room and the infirmary are both equipped with computer terminals, audio equipment and alarm lights. The computer terminals can conduct video intercom, and the alarm lights are used to warn of emergencies. Emergency information and operation record data of the physical examination room and the infirmary are uploaded to the sub-control room; The sub-monitoring room includes an in-warehouse screen, which has a fingerprint verification module for verifying the identity of the operator. Only after the identity verification is passed can the screen saver of the in-warehouse screen be unlocked, and the functions provided by the in-warehouse screen system can be operated. The operation record data of the in-warehouse screen is uploaded to the sub-control room.

2. A call center system according to claim 1, characterized in that: The audio and video data playback is specifically as follows: During the video intercom process, the system stores and compresses audio and video in real time. The audio and video files stored in the server are encrypted and protected. When they need to be queried and played back, they must be downloaded locally and decompressed and decrypted before they can be played.

3. A call center system according to claim 1, characterized in that: The server also has a medical record query function, which can query the medical records of any day by date, specifically: The system saves a screenshot of the medical call by default. When you click on the query result, the system displays the screenshot of the corresponding medical video call and provides downloading of the complete audio and video file.

4. A call center system according to claim 1, characterized in that: The call transfer comprises the following steps: S1: When the sub-control room line is occupied and it is impossible to monitor more than two medical calls at the same time, the signal is forwarded to the upper level, to the main control room; S2: The control room directly answers medical calls and understands relevant medical situations; S3: Confirm the condition is an emergency and notify the medical center to treat it; If it is a common illness, you can tell the medical agent that he is busy and seek medical attention later.

5. A call center system according to claim 1, characterized in that: The sub-control room and the medical room also have an IP broadcast calling function. When the sub-control room or the medical room needs to broadcast to a specific sub-monitoring room, the sub-control room can actively make a broadcast call to the specific sub-monitoring room through this function.

6. A call center system according to claim 1, characterized in that: The in-warehouse screen also has a call transfer module, which is provided with buttons and installed on the in-warehouse screen panel, specifically: When an emergency occurs in the sub-monitoring room, the sub-control room can be directly called by pressing a button to call for help. When the sub-control room is conducting medical intercom supervision, the system will automatically switch to emergency intercom; When the sub-control room is answering a call for help from the sub-monitoring room and is busy, the system will automatically transfer the call for help upward to be answered by the main control room.

7. A call center system according to claim 1, characterized in that: The sub-monitoring room also has an emergency assistance function, specifically: When emergency help is needed in the sub-monitoring room, press the big red button on the screen inside the warehouse to directly connect to the police end of the sub-control room and make a call request. This call has the highest priority and can interrupt the ongoing ordinary medical treatment process.

8. A call center system according to claim 1, characterized in that: Both the main control room and the sub-control room have audio and video monitoring functions. On the interface of the computer terminal program, select the sub-control room to be monitored and conduct real-time audio and video monitoring. The monitoring is carried out without the sub-control room noticing, and is used to understand the movements in the sub-control room in real time; When the medical office receives the supervised person's video call for medical treatment, the system will also connect to the video intercom at the branch monitoring room end. The main control room and the branch control room will monitor the entire medical treatment process. If necessary, they can join the three-party call or forcibly terminate the medical intercom. The main control room and the branch control room will supervise the entire process.

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