Transfer method in response to incoming phone call

Abstract

The present application relates to a forwarding method in response to an incoming call, in response to an incoming call, determining a candidate number set, the candidate number set including multiple candidate forwarding numbers; obtaining historical forwarding data of the candidate number set within a unit time period; obtaining a candidate strategy set, and obtaining target data of the candidate forwarding strategy for any candidate forwarding strategy in the candidate strategy set; the candidate strategy set includes at least any two of the following strategies: a polling strategy, a minimum call number strategy, and a minimum call time strategy; according to the historical forwarding data and the target data of the candidate forwarding strategy, selecting a candidate strategy from the candidate strategy set as the target forwarding strategy; selecting a candidate forwarding number matching the target forwarding strategy from the candidate number set as the target forwarding number, and forwarding the incoming call to the target forwarding number. The method improves the flexibility and efficiency of call forwarding through intelligent data analysis and strategy selection.

Description

Technical Field

[0001] The invention relates to the field of call transfer, and in particular to a transfer method in response to an incoming call. Background Art

[0002] There are two transfer solutions in the related technology. Solution 1: the call forwarding function of the operator. This solution relies on the call forwarding service provided by the operator. Users can configure the transfer phone on the phone to transfer the incoming call to the designated number. Solution 2: soft switching. This solution uses soft switching technology to realize call transfer through the software platform. Users can specify a number for transfer, usually by configuring the API or interface of the soft switching platform. However, both solutions cannot automatically select the transfer number according to actual needs. This results in the system being unable to effectively balance the load of each transfer point during peak hours or in emergencies, affecting the efficiency of transferring calls. Summary of the invention

[0003] Based on this, it is necessary to provide a method for transferring calls in response to incoming calls in order to solve the above problems, and the method can improve the efficiency and flexibility of call transfer.

[0004] In a first aspect, the present application provides a method for forwarding a call in response to an incoming call, the method comprising:

[0005] In response to an incoming call, a candidate number set is determined; wherein the candidate number set includes a plurality of candidate forwarding numbers, and the candidate forwarding numbers can be accessed by the incoming call;

[0006] Obtain historical transfer data of candidate number sets within a unit time period;

[0007] Obtain a candidate strategy set, and for any candidate forwarding strategy in the candidate strategy set, obtain target data of the candidate forwarding strategy; wherein the candidate strategy set includes at least any two of the following: a polling strategy, a minimum call number strategy, and a minimum call time strategy, wherein the polling strategy refers to forwarding an incoming call to the last forwarded candidate forwarding number in the candidate number set, the minimum call number strategy refers to forwarding an incoming call to the candidate forwarding number with the least forwarding times in the candidate number set, and the minimum call time strategy refers to forwarding an incoming call to the candidate forwarding number with the shortest call time in the candidate number set;

[0008] Selecting a candidate strategy from the candidate strategy set as a target forwarding strategy according to the historical forwarding data and the target data of the candidate forwarding strategy;

[0009] A candidate forwarding number matching the target forwarding policy is selected from the candidate number set as the target forwarding number, and the incoming call is forwarded to the target forwarding number.

[0010] In one of the embodiments, the target data of the candidate forwarding strategy includes a target function and forwarding parameters;

[0011] According to the historical transfer data and the target data of the candidate transfer strategies, a candidate strategy is selected from the candidate strategy set as the target transfer strategy, including:

[0012] For any candidate forwarding strategy in the candidate strategy set, substitute the historical forwarding data and the forwarding parameters of the candidate forwarding strategy into the objective function of the candidate forwarding strategy to obtain the forwarding value corresponding to the candidate forwarding strategy;

[0013] According to the transfer values ​​corresponding to the candidate transfer policies in the candidate policy set, a candidate policy is selected from the candidate policy set as the target transfer policy; wherein the candidate policy with the largest transfer value is selected from the candidate policy set as the target transfer policy.

[0014] In one embodiment, the historical transfer data includes the historical transfer times and the historical call duration; the polling strategy, the minimum call times strategy and the minimum call time strategy share a common objective function, and the common objective function includes a first function and a second function, the first function is related to the historical transfer times, and the second function is related to the historical call duration.

[0015] In one of the embodiments, at least one of the transfer parameters of the polling strategy, the minimum call number strategy, and the minimum call duration strategy includes a first parameter and a second parameter, the first parameter is related to the historical transfer number, and the second parameter is related to the historical call duration;

[0016] For the polling strategy, if the first parameter and / or the second parameter is increased, the polling strategy reduces the sensitivity to the historical number of transfers and / or the historical call duration, so that the historical number of transfers and / or the historical call duration have less influence on the transfer value of the polling strategy;

[0017] For the minimum call number strategy, if the second parameter is increased, the minimum call number strategy reduces the sensitivity to the historical call duration, so that the influence of the historical call duration on the transfer value of the minimum call number strategy is reduced;

[0018] For the minimum talk time strategy, if the first parameter is increased, the minimum talk time strategy reduces the sensitivity to the historical transfer times, so that the influence of the historical transfer times on the transfer value of the minimum talk time strategy is reduced.

[0019] In one embodiment, the objective functions of the polling strategy, the minimum call number strategy, and the minimum call time strategy are all Score = w1× (C) +w2× (L) ;

[0020] Among them, Score is the transfer value, (C) is the first function, (L) is the second function, w1 is the weight of the first function, w2 is the weight of the second function, (C)= , (L)= , C is the number of transfers, L is the call duration, and a and b are the transfer parameters of the candidate transfer strategy.

[0021] In one embodiment, the forwarding parameters are configured to be automatically adjusted; the method also includes: being able to update the forwarding parameters according to the forwarding values ​​of the candidate forwarding strategies during the current call, and the updated forwarding parameters are the forwarding parameters of the candidate forwarding strategies during the next incoming call.

[0022] In one embodiment, for any candidate forwarding strategy in the candidate strategy set, obtaining a forwarding parameter of the candidate forwarding strategy includes:

[0023] Obtain the transfer value of each candidate transfer strategy in the candidate strategy set during the last call, and use the minimum value of the transfer values ​​of each candidate transfer strategy during the last call as the target value;

[0024] For any candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy for the current incoming call are determined according to the forwarding value of the candidate forwarding strategy during the last call and the target value.

[0025] In one embodiment, for any candidate forwarding strategy in the candidate strategy set, the forwarding parameter of the candidate forwarding strategy for the current incoming call is determined according to the forwarding value and target value of the candidate forwarding strategy during the last call, including:

[0026] For any candidate forwarding strategy in the candidate strategy set, determining a forwarding parameter of the candidate forwarding strategy during the last call, and determining a difference between a forwarding value of the candidate forwarding strategy during the last call and a target value;

[0027] For any candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy during the current incoming call are determined according to the difference between the forwarding parameters of the candidate forwarding strategy during the last call and the difference value.

[0028] In one of the embodiments, the transfer parameters include a first parameter and a second parameter;

[0029] For any candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy during the current incoming call are determined according to the difference between the forwarding parameters of the candidate forwarding strategy during the last call and the difference value, including the following formula:

[0030] ← -η×( -TargetScore),

[0031] ← -η×( -TargetScore),

[0032] Wherein, a1 refers to the first parameter of a candidate transfer strategy for the current incoming call, a0 refers to the first parameter of a candidate transfer strategy for the last call, b1 refers to the first parameter of a candidate transfer strategy for the current incoming call, b0 refers to the second parameter of a candidate transfer strategy for the last call, It refers to the transfer value of a candidate transfer strategy during the last call, and TargetScore is the target value.

[0033] In one of the embodiments, in response to an incoming call, determining a set of candidate forwarding numbers includes:

[0034] In response to an incoming call, obtaining a set of available forwarding numbers from a database based on information about the incoming call;

[0035] The number currently in call is obtained, and the number in call is deleted from the set of available transfer numbers to obtain a set of candidate transfer numbers.

[0036] In a second aspect, the present application also provides an electronic device for a method of transferring a call in response to an incoming call. The electronic device includes: a memory for storing a computer program; a processor for executing the computer program, and when the computer program is executed by the processor, the method of transferring a call in response to an incoming call in the first aspect is implemented.

[0037] The above-mentioned forwarding method in response to an incoming call determines a candidate number set including multiple candidate forwarding numbers, which are available for incoming calls. The historical forwarding data of these numbers in a unit time period is obtained, and a candidate strategy set is obtained. For any candidate forwarding strategy in the candidate strategy set, the target data of the candidate forwarding strategy is obtained; the candidate strategy set includes at least any two of the following strategies: polling strategy, minimum call number strategy, and minimum call time strategy. Based on a comprehensive evaluation of the historical forwarding data and the target data, the most appropriate target forwarding strategy is selected from the candidate strategies. A number matching the target forwarding strategy is selected from the candidate number set as the target forwarding number, and the incoming call is forwarded to the number. The method improves the flexibility and efficiency of call forwarding through intelligent data analysis and strategy selection. BRIEF DESCRIPTION OF THE DRAWINGS

[0038] Figure 1 A flowchart of a method for transferring a call in response to an incoming call in one embodiment;

[0039] Figure 2 A flow chart of determining a target forwarding strategy in one embodiment;

[0040] Figure 3 A flowchart of obtaining a forwarding parameter of a candidate forwarding strategy in one embodiment;

[0041] Figure 4 A flowchart of determining the forwarding parameters of the candidate forwarding strategies for the current incoming call in one embodiment;

[0042] Figure 5 A flowchart of determining a set of candidate forwarding numbers in response to an incoming telephone call in one embodiment;

[0043] Figure 6 A diagram showing the specific steps of a method for transferring a call in response to an incoming call in one embodiment;

[0044] Figure 7 A flowchart of a specific process of obtaining a target forwarding number in an embodiment;

[0045] Figure 8 FIG. 4 is a diagram showing the internal structure of an electronic device in one embodiment. DETAILED DESCRIPTION

[0046] In order to make the purpose, technical scheme and advantages of the present application clearer, 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 intended to limit the present application. Unless otherwise defined, the technical terms or scientific terms involved in the present application should have the general meaning understood by people with general skills in the technical field to which the present application belongs. The words such as "one", "a", "a kind of", "the", "these" and the like in the present application do not represent quantitative restrictions, and they can be singular or plural. The terms "first", "second", "third", etc. involved in the present application are only used to distinguish similar objects and do not represent a specific ordering for objects.

[0047] In one embodiment, Figure 1 As shown, a forwarding method in response to an incoming telephone call is provided, the method comprising the following steps:

[0048] Step 101: In response to an incoming call, determine a candidate number set; wherein the candidate number set includes a plurality of candidate forwarding numbers, and the candidate forwarding numbers can be accessed by the incoming call;

[0049] Specifically, when an incoming call is received, a candidate number set is determined. The candidate number set may include multiple candidate forwarding numbers, and the candidate forwarding numbers may be retrieved from a database based on specific logic and conditions. The composition of the candidate number set may be based on a variety of factors, such as a preset number list, corresponding numbers of on-duty personnel, historical forwarding data, real-time status checks of numbers, and possible priority sorting. It should be noted that "multiple" in this embodiment refers to two or more.

[0050] Step 102: Acquire historical transfer data of a candidate number set within a unit time period;

[0051] Specifically, after determining the candidate number set, historical transfer data of the candidate number set within a unit time period is obtained. The unit time period can be arbitrarily defined, such as half a day, a day, or three days. Exemplarily, the historical transfer data can be a historical transfer record associated with each candidate number, including information such as the number of transfers, the transfer success rate, and the call time during the transfer.

[0052] Step 103: Obtain a candidate strategy set, and for any candidate forwarding strategy in the candidate strategy set, obtain target data of the candidate forwarding strategy; wherein the candidate strategy set includes at least any two of the following strategies: a polling strategy, a minimum call number strategy, and a minimum call time strategy, wherein the polling strategy refers to forwarding an incoming call to the last forwarded candidate forwarding number in the candidate number set, the minimum call number strategy refers to forwarding an incoming call to the candidate forwarding number with the least forwarding times in the candidate number set, and the minimum call time strategy refers to forwarding an incoming call to the candidate forwarding number with the shortest call time in the candidate number set;

[0053] Specifically, a candidate strategy set is obtained, wherein the candidate strategy set includes at least any two of the following strategies: a polling strategy, a minimum call number strategy, and a minimum call time strategy, and each candidate strategy can be used to guide the forwarding of incoming calls to numbers in the candidate number set. Exemplarily, target data of the candidate strategy can be obtained, and for the polling strategy, it can refer to forwarding the incoming call to the last forwarded candidate forwarding number in the candidate number set, and forwarding the incoming call to the next candidate forwarding number, ensuring that each incoming call can be assigned to a number in the candidate number set in sequence; for the minimum call number, it can refer to forwarding the incoming call to the candidate forwarding number with the least forwarding number in the candidate number set, determining the number with the least forwarding number based on the cumulative forwarding number of each number, and forwarding the incoming call to the number with the least forwarding number; for the minimum call time, it can refer to forwarding the incoming call to the candidate forwarding number with the shortest call time in the candidate number set, and determining the candidate forwarding number with the shortest call time based on the cumulative call time of each number to receive the new incoming call.

[0054] Step 104: selecting a candidate strategy from the candidate strategy set as a target forwarding strategy according to the historical forwarding data and the target data of the candidate forwarding strategy;

[0055] Specifically, the historical transfer data may be the historical transfer records associated with each candidate number, including information such as the number of transfers, the transfer success rate, and the call duration during the transfer. The target data may include the last transfer order of the polling strategy, the cumulative number of transfers of the minimum call number strategy, and the cumulative call duration of the minimum call duration strategy. Based on the historical transfer data and the target data of the candidate transfer strategy, each candidate transfer strategy may be scored or ranked, and by comparing the score or ranking of each candidate transfer strategy, a candidate transfer strategy may be selected from the candidate strategy set as the target transfer strategy.

[0056] Step 105: Select a candidate forwarding number that matches the target forwarding policy from the candidate number set as the target forwarding number, and forward the incoming call to the target forwarding number.

[0057] Specifically, a specific number is selected from the candidate number set according to the target forwarding strategy, and the number is called the target forwarding number. If the target strategy is a polling strategy, the last forwarded number in the candidate number set is found, and the number after it is selected as the target forwarding number; if the target strategy is a minimum call number strategy, the forwarding times of all candidate numbers are compared, and the number with the least number is selected as the target forwarding number; if the target strategy is a minimum call time strategy, the call duration of each number is compared, and the number with the shortest call duration is selected as the target forwarding number. After the target forwarding number is selected, the forwarding operation is performed to forward the incoming call to the target forwarding number.

[0058] In this embodiment, the method determines a candidate number set including multiple candidate forwarding numbers, which are available for incoming calls. The historical forwarding data of these candidate numbers in a unit time period is obtained, and a candidate strategy set is obtained. For any candidate forwarding strategy in the candidate strategy set, the target data of the candidate forwarding strategy is obtained; the candidate strategy set includes at least any two of the following strategies: polling strategy, minimum call number strategy, and minimum call time strategy. Based on a comprehensive evaluation of the historical forwarding data and the target data, the most appropriate target forwarding strategy is selected from the candidate strategies. A number matching the target forwarding strategy is selected from the candidate number set as the target forwarding number, and the incoming call is forwarded to the number. The method improves the efficiency and accuracy of call forwarding through intelligent data analysis and strategy selection, and can ensure that incoming calls are forwarded to the most appropriate forwarding number, reduce waiting time, and reduce operating costs.

[0059] In one embodiment, Figure 2 As shown, the target data of the candidate forwarding strategy includes the target function and the forwarding parameter; according to the historical forwarding data and the target data of the candidate forwarding strategy, the candidate strategy is selected from the candidate strategy set as the target forwarding strategy, including the following steps:

[0060] Step 201: for any candidate forwarding strategy in the candidate strategy set, substitute historical forwarding data and forwarding parameters of the candidate forwarding strategy into the objective function of the candidate forwarding strategy to obtain a forwarding value corresponding to the candidate forwarding strategy;

[0061] Specifically, for any candidate forwarding strategy in the candidate set, that is, any forwarding strategy can be selected from the polling strategy, the minimum call number strategy and the minimum call time strategy, and the historical forwarding data and the forwarding parameters of the candidate forwarding strategy are substituted into the objective function of the polling strategy. Among them, the objective function can be used as an evaluation tool in this step. By substituting the historical forwarding data and the forwarding parameters, the forwarding value of each candidate strategy is calculated, so as to determine which strategy is most suitable for the current forwarding demand. For each candidate strategy, the historical forwarding data and the corresponding forwarding parameters are substituted into the objective function. For example, for the polling strategy, the number of forwarding times and the polling order of the number can be substituted into the objective function as parameters; for the minimum call number strategy, the cumulative number of forwarding times of the number can be used as a parameter; for the minimum call time strategy, the cumulative call duration of the number can be used as a parameter. After substituting the historical forwarding data and the forwarding parameters, the objective function will calculate the forwarding value corresponding to each candidate strategy.

[0062] It should be noted that the transfer parameter can be a specific variable. For example, in a polling strategy, the transfer parameter may include the current polling location; in a minimum call number strategy, the transfer parameter may be the transfer number threshold for each number; in a minimum call time strategy, the transfer parameter may be the maximum call duration allowed for each number.

[0063] Step 202: According to the transfer values ​​corresponding to the candidate transfer policies in the candidate policy set, a candidate policy is selected from the candidate policy set as the target transfer policy; wherein the candidate policy with the largest transfer value is selected from the candidate policy set as the target transfer policy.

[0064] Specifically, a decision is made based on the forwarding value corresponding to each candidate forwarding strategy calculated in step 201. The forwarding value can reflect the performance of each candidate strategy under specific historical forwarding data and forwarding parameters. The forwarding values ​​corresponding to each candidate forwarding strategy are compared, and the candidate strategy with the largest forwarding value is selected, which means that the candidate strategy performs best under given conditions. The candidate forwarding strategy can be used as the target forwarding strategy, that is, the target forwarding strategy is used to process the forwarding of the incoming call.

[0065] In this embodiment, for any candidate forwarding strategy in the candidate strategy set, the method substitutes the historical forwarding data and the forwarding parameters corresponding to the strategy into the objective function, and calculates the forwarding value corresponding to each strategy. These forwarding values ​​are compared, and the strategy with the largest forwarding value is selected as the target forwarding strategy. This method can quantify the performance of different forwarding strategies and ensure that the selected strategy is the best choice based on historical forwarding data and preset parameters.

[0066] In one embodiment, the historical transfer data includes the historical transfer times and the historical call duration; the polling strategy, the minimum call times strategy and the minimum call time strategy share a common objective function, and the common objective function includes a first function and a second function, the first function is related to the historical transfer times, and the second function is related to the historical call duration.

[0067] Specifically, the polling strategy, the minimum call number strategy, and the minimum call duration strategy share a common objective function. The objective function may be composed of two sub-functions, namely the first function and the second function. The first function is related to the number of historical transfers, and the historical number of transfers can be used as input to evaluate the performance of each candidate transfer strategy in terms of transfer frequency; the second function is related to the historical call duration, and the historical call duration can be used as input to evaluate the performance of each candidate transfer strategy in terms of call duration. The first function and the second function together constitute the objective function, which can integrate the data of the two dimensions of transfer number and call duration, so as to comprehensively evaluate each candidate transfer strategy.

[0068] In this embodiment, the polling strategy, the minimum call number strategy and the minimum call time strategy share an objective function, which can be composed of two sub-functions, namely a first function and a second function. The first function is related to the number of historical transfers, and the second function is related to the historical call duration. This method can comprehensively consider the two key factors of transfer frequency and call duration, so that the selected strategy not only takes into account the balance of transfers, but also takes into account the call efficiency.

[0069] In one embodiment, the transfer parameter of at least one of the polling strategy, the minimum call number strategy, and the minimum call duration strategy includes a first parameter and a second parameter, the first parameter is related to the historical transfer number, and the second parameter is related to the historical call duration;

[0070] For the polling strategy, if the first parameter and / or the second parameter is increased, the polling strategy reduces the sensitivity to the historical number of transfers and / or the historical call duration, so that the historical number of transfers and / or the historical call duration have less influence on the transfer value of the polling strategy;

[0071] Specifically, for the polling strategy, the transfer parameter may include a first parameter and a second parameter. The first parameter is related to the number of historical transfers, and the second parameter is related to the duration of historical calls. For the polling strategy, when the first parameter and / or the second parameter increases, the polling strategy reduces the sensitivity to the number of historical transfers and / or the duration of historical calls, so that the influence of the number of historical transfers and / or the duration of historical calls on the transfer value of the polling strategy is reduced.

[0072] For the minimum call number strategy, if the second parameter is increased, the minimum call number strategy reduces the sensitivity to the historical call duration, so that the influence of the historical call duration on the transfer value of the minimum call number strategy is reduced;

[0073] Specifically, for the minimum number of calls strategy, the transfer parameter may include a first parameter and a second parameter. For the minimum number of calls strategy, the second parameter is related to the historical call duration. When the second parameter increases, the focus on the call duration is reduced, so that the impact of the call duration on the score is reduced, that is, the minimum number of calls strategy reduces the sensitivity to the historical call duration, so that the impact of the historical call duration on the transfer value of the minimum number of calls strategy is reduced. It should be noted that, for the minimum number of calls strategy, the first parameter is related to the historical transfer number. When the first parameter decreases, the minimum number of calls strategy reduces the transfer number more strictly, that is, the minimum number of calls strategy increases the sensitivity to the historical transfer number, so that the impact of the historical transfer number on the transfer value of the minimum number of calls strategy increases.

[0074] For the minimum talk time strategy, if the first parameter is increased, the minimum talk time strategy reduces the sensitivity to the historical transfer times, so that the influence of the historical transfer times on the transfer value of the minimum talk time strategy is reduced.

[0075] Specifically, for the minimum call time strategy, the transfer parameters may include a first parameter and a second parameter. For the minimum call time strategy, the first parameter is related to the number of historical transfers. When the first parameter increases, the strategy will be more relaxed in terms of the number of transfers, that is, the minimum call time strategy reduces the sensitivity to the number of historical transfers, so that the impact of the number of historical transfers on the transfer value of the minimum call time strategy is reduced. It should be noted that for the minimum call time strategy, the second parameter is related to the historical call duration. When the second parameter decreases, the minimum call time strategy increases or decreases the attention paid to the call duration, thereby giving priority to operations that reduce the call duration, that is, the minimum call time strategy increases the sensitivity to the historical call duration, so that the impact of the historical call duration on the transfer value of the minimum call time strategy is increased.

[0076] In this embodiment, the polling strategy, the minimum call number strategy, and the minimum call time strategy all include two transfer parameters, the first parameter is associated with the historical transfer number, and the second parameter is associated with the historical call duration. For the polling strategy, increasing the first parameter and / or the second parameter will reduce the sensitivity of the strategy to the historical transfer number and / or the historical call duration, and reduce the impact of these historical transfer data on the strategy transfer value. For the minimum call number strategy, increasing the second parameter will reduce the sensitivity of the strategy to the historical call duration, and reduce the impact of the historical call duration on the strategy transfer value. For the minimum call time strategy, increasing the first parameter will reduce the sensitivity of the strategy to the historical transfer number, and reduce the impact of the historical transfer number on the strategy transfer value. Through this method, it is possible to handle incoming calls more flexibly, optimize the transfer process, and improve the efficiency and responsiveness of the call center.

[0077] In one embodiment, the objective functions of the polling strategy, the minimum call number strategy, and the minimum call time strategy are all Score=w1× (C) +w2× (L) ;

[0078] Among them, Score is the transfer value, (C) is the first function, (L) is the second function, w1 is the weight of the first function, w2 is the weight of the second function, (C)= , (L)= , C is the number of transfers, L is the call duration, and a and b are the transfer parameters of the candidate transfer strategy.

[0079] Specifically, the polling strategy, the minimum number of calls strategy, and the minimum call time strategy share the same objective function, which is Score = w1× (C) +w2× (L) ;

[0080] Among them, Score is the transfer value, (C) is the first function, (L) is the second function, w1 is the weight of the first function, w2 is the weight of the second function, (C)= , (L)= , C is the number of transfers, L is the call duration, a and b are the transfer parameters of the candidate transfer strategy. w1, w2 are the weights of each indicator, which can be adjusted according to business needs.

[0081] It should be noted that the first function (C) is related to the number of historical transfers, the second function (L) is related to the historical call duration. (C)= , (L)= Among them, a is a parameter related to the historical transfer number C. In the first function (C) is used to show the impact of the historical transfer times on the transfer value Score. When a increases, the denominator C+a increases, resulting in The value of (C) decreases, which means that the impact of the historical transfer times on the final transfer value decreases. Conversely, when a decreases, The value of (C) increases, which means that the influence of the historical transfer times on the transfer decision increases. b is a parameter related to the historical call duration L. In the second function (L) is used to show the impact of historical call duration on the transfer value Score. When b increases, the denominator L+b increases, resulting in The value of (L) decreases, which means that the impact of historical call duration on the final transfer value decreases. Conversely, when b decreases, The increase in the value of (L) indicates that the influence of historical call duration on the transfer decision is strengthened.

[0082] For the polling strategy, a=a LC ,b=a LT , we get the objective function of the polling strategy, = w1× +w2× , Indicates the transfer value corresponding to the polling strategy.

[0083] For the minimum number of calls strategy, a=b LC ,b=b LT , we get the objective function of the minimum number of calls strategy, =w1× +w2× , Indicates the transfer value corresponding to the minimum number of calls strategy.

[0084] For the minimum talk time strategy, a=c LC ,b=c LT , we get the objective function of the minimum talk time strategy, =w1× +w2× , Indicates the transfer value corresponding to the minimum talk time strategy.

[0085] The strategy with the largest transfer value is selected as the target transfer strategy from the polling strategy, the minimum call number strategy, and the minimum call time strategy.

[0086] In one embodiment, the forwarding parameters are configured to be automatically adjusted; the method also includes: being able to update the forwarding parameters according to the forwarding values ​​of the candidate forwarding strategies during the current call, and the updated forwarding parameters are the forwarding parameters of the candidate forwarding strategies during the next incoming call.

[0087] Specifically, the automatic adjustment of the forwarding parameters can be achieved by evaluating the forwarding value of each candidate forwarding strategy during the current call, and calculating the forwarding value of each candidate forwarding strategy when a call comes in. For example, if the forwarding value of a candidate forwarding strategy is high, it can be indicated that it performs well in the current call, and the weight of the strategy is increased or the parameters are adjusted to improve its priority in future forwarding; if the forwarding value of a candidate forwarding strategy is low, its weight is reduced or the parameters are adjusted to reduce its priority.

[0088] In this embodiment, the method improves flexibility and intelligence, enabling it to automatically adapt to environmental changes and continuously improve transfer efficiency and quality.

[0089] In one embodiment, Figure 3 As shown, for any candidate forwarding strategy in the candidate strategy set, obtaining the forwarding parameters of the candidate forwarding strategy includes the following steps:

[0090] Step 301: Obtain the forwarding value of each candidate forwarding strategy in the candidate strategy set during the last call, and use the minimum value of the forwarding values ​​of each candidate forwarding strategy during the last call as the target value;

[0091] Specifically, the forwarding value of each candidate forwarding strategy in the candidate strategy set during the last call is obtained. The forwarding value corresponding to each candidate forwarding strategy represents the performance of each strategy in the last call. The minimum forwarding value is found from the forwarding values ​​of each candidate forwarding strategy, that is, the forwarding value corresponding to the forwarding strategy with the best performance, and it is determined as the target value. The target value reflects the performance index of the optimal strategy in the last call, which can be used as the basis for adjusting the current strategy parameters.

[0092] Step 302: for any candidate forwarding strategy in the candidate strategy set, determine the forwarding parameters of the candidate forwarding strategy for the current incoming call according to the forwarding value of the candidate forwarding strategy during the last call and the target value.

[0093] Specifically, for any candidate forwarding strategy in the candidate strategy set, a forwarding strategy is selected at random from the polling strategy, the minimum call number strategy and the minimum call time strategy. A comprehensive analysis is performed based on the forwarding value and target value of the candidate forwarding strategy during the last call. The forwarding value and target value of the candidate forwarding strategy during the last call can be calculated using, including but not limited to, arithmetic operations (addition, subtraction, multiplication, division) and more complex mathematical transformations (such as square root, exponentiation, logarithm, etc.), to obtain an operation result based on the two values, and determine a new forwarding parameter based on the operation result.

[0094] In this embodiment, the method obtains the transfer values ​​of each candidate transfer strategy during the last call, and determines the minimum value as the target value. For any candidate transfer strategy, according to the difference between its transfer value during the last call and the target value, the transfer parameters for the current incoming call are calculated and updated. The method can dynamically adjust the transfer strategy to adapt to the changing call mode and business needs, thereby improving the transfer efficiency and response speed, and ensuring the flexibility and accuracy of the transfer decision.

[0095] In one embodiment, Figure 4 As shown, for any candidate forwarding strategy in the candidate strategy set, according to the forwarding value and target value of the candidate forwarding strategy in the last call, the forwarding parameter of the candidate forwarding strategy when the current call is incoming is determined, including the following steps:

[0096] Step 401: for any candidate forwarding strategy in the candidate strategy set, determining the forwarding parameters of the candidate forwarding strategy during the last call, and determining the difference between the forwarding value of the candidate forwarding strategy during the last call and the target value;

[0097] Specifically, for any candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy in the last call are determined, that is, a forwarding strategy is arbitrarily selected from the polling strategy, the minimum call number strategy, and the minimum call time strategy, and the forwarding parameters of the candidate forwarding strategy in the last call are determined. The forwarding value of each candidate forwarding strategy in the last call is obtained, and the difference between these forwarding values ​​and the target value can be calculated. The target value can be the minimum forwarding value of all candidate strategies.

[0098] Step 402: for any candidate forwarding strategy in the candidate strategy set, determine the forwarding parameters of the candidate forwarding strategy for the current incoming call according to the difference between the forwarding parameters of the candidate forwarding strategy in the last call and the difference value.

[0099] Specifically, for each candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy in the last call are determined, and the difference between the forwarding value of each candidate forwarding strategy in the last call and the target value is calculated. Based on this difference, the forwarding parameters of the candidate forwarding strategy when the current call is incoming are determined through comprehensive calculation.

[0100] In this embodiment, by comparing the difference between the transfer value of each strategy in the last call and the target value, it is possible to accurately identify which strategies need to be adjusted to better match the target performance. This method learns and optimizes strategies from each call, thereby achieving more efficient transfers in subsequent calls.

[0101] In one embodiment, the forwarding parameter includes a first parameter and a second parameter; for any candidate forwarding strategy in the candidate strategy set, the forwarding parameter of the candidate forwarding strategy during the current incoming call is determined according to the difference between the forwarding parameter of the candidate forwarding strategy during the last call and the difference value, including the following formula:

[0102] ← -η×( -TargetScore),

[0103] ← -η×( -TargetScore),

[0104] Wherein, a1 refers to the first parameter of a candidate transfer strategy for the current incoming call, a0 refers to the first parameter of a candidate transfer strategy for the last call, b1 refers to the first parameter of a candidate transfer strategy for the current incoming call, b0 refers to the second parameter of a candidate transfer strategy for the last call, It refers to the transfer value of a candidate transfer strategy during the last call, and TargetScore is the target value.

[0105] Specifically, according to the difference between the forwarding parameters of the candidate forwarding strategy in the last call and the difference value, the forwarding parameters of the candidate forwarding strategy in the current incoming call are determined. The forwarding parameters include the first parameter and the second parameter. The following formula can be used to obtain the new first parameter and the second parameter:

[0106] ← -η×( -TargetScore),

[0107] ← -η×( -TargetScore),

[0108] Wherein, a1 refers to the first parameter of a candidate transfer strategy for the current incoming call, a0 refers to the first parameter of a candidate transfer strategy for the last call, b1 refers to the first parameter of a candidate transfer strategy for the current incoming call, b0 refers to the second parameter of a candidate transfer strategy for the last call, It refers to the transfer value of a candidate transfer strategy during the last call. TargetScore is the target value, that is, the minimum value of the transfer values ​​of each candidate transfer strategy during the last call. The learning rate η controls the step size of the transfer parameter adjustment. η determines the speed and stability of the optimization in response to historical performance.

[0109] The method may be to calculate the first parameter and second parameter of a candidate forwarding strategy for the current incoming call by using the first parameter and second parameter of a candidate forwarding strategy during the previous call. It should be noted that the initial first parameter and second parameter, i.e., the first parameter and second parameter before the first call, may be manually set.

[0110] For the polling strategy, the first and second parameters of the polling strategy in the last call can be and , you can use the following formula to get the first parameter of the current incoming call polling strategy and the second parameter :

[0111] ← -η×( -TargetScore),

[0112] ← -η×( -TargetScore),

[0113] For the minimum number of calls strategy, the first parameter and the second parameter of the last minimum number of calls strategy can refer to and , the following formula can be used to get the first parameter and the minimum number of incoming calls for the current phone Second parameter :

[0114] ← -η×( -TargetScore),

[0115] ← -η×( -TargetScore),

[0116] For the minimum talk time strategy, the first parameter and the second parameter of the last minimum talk time strategy can refer to and , the following formula can be used to obtain the first parameter and the minimum call time of the current incoming call Second parameter :

[0117] ← -η×( -TargetScore),

[0118] ← -η×( -TargetScore),

[0119] In this embodiment, the candidate strategy transition value is strived to approach the target value through this automatic adjustment, and the speed and stability of the adjustment are controlled by the learning rate η, thereby ensuring the flexibility of the strategy selection and the consistency of the optimization direction.

[0120] In one embodiment, when there are not enough forwarding records in the early stage, when a candidate forwarding strategy is selected, because there is not enough data for comparison and there is no appropriate mechanism to evaluate other candidate forwarding strategies, the forwarding value of other candidate forwarding strategies may never surpass the currently selected strategy. Therefore, the exploration and utilization mechanism can be used to solve this problem.

[0121] Among them, the implementation of the exploration and exploitation mechanism is a balancing mechanism used to choose between short-term benefits and long-term benefits. This mechanism can be used to occasionally choose different strategies in actual operations to obtain more data for evaluation.

[0122] Specifically, we define the parameter, e, the probability of exploration, i.e., with the probability of e, a strategy is randomly selected; , the strategy with the highest current score (i.e., optimal); , a strategy randomly selected from all possible strategies.

[0123] Randomly select conditions and explore with probability e, that is, choose ,P(Choose )=eIf the random strategy is selected, = .

[0124] Using the optimal strategy conditions, explore with probability 1-e, that is, choose the strategy with the highest score ,P(Choose )=1-e. If the optimal strategy is chosen, = .

[0125] When a strategy needs to be selected, a random number is generated. If the random number is equal to e, a candidate forwarding strategy is randomly selected. ; If the random number is equal to 1-e, select the candidate transfer strategy with the highest current score .

[0126] In this embodiment, randomness is introduced into the strategy selection process in this way, ensuring that all strategies have a chance to be selected and evaluated, thereby accumulating more performance data.

[0127] In one embodiment, Figure 5 As shown, in response to an incoming call, determining a candidate forwarding number set includes the following steps:

[0128] Step 501: In response to an incoming call, a set of available forwarding numbers is obtained from a database based on information of the incoming call;

[0129] Specifically, based on the information provided when the call comes in, such as the caller ID, time, and other possible related data, a set of available forwarding numbers can be retrieved by querying the database. These forwarding numbers can be pre-stored in the database and represent customer service or phone numbers currently available to answer forwarded calls.

[0130] Step 502: Acquire the number currently in call, and delete the number currently in call from the set of available transfer numbers to obtain a set of candidate transfer numbers.

[0131] Specifically, the number currently in call is obtained, which can be realized by monitoring the current call status or accessing a real-time updated call database. The number in call is compared with the set of available forwarding numbers, and the numbers in call are removed from the available set. The set obtained after screening is the candidate forwarding number set, which includes all the numbers currently available and capable of receiving new incoming calls.

[0132] In this embodiment, the method can ensure the real-time update and accuracy of the forwarding number set, thereby improving the forwarding efficiency, reducing the waiting time of incoming calls, and optimizing the allocation of customer service resources.

[0133] In one embodiment, as shown in the figure, the specific steps of responding to an incoming phone call are:

[0134] Step 601: The incoming telephone call is received by the Freeswitch component of the call service layer;

[0135] Step 602: Freeswitch receives the incoming call and initiates the transfer process;

[0136] Step 603: Freeswitch sends the forwarding request to the backend service through the Nginx reverse proxy; Nginx acts as a load balancer and reverse proxy server to ensure that the request is correctly routed to the backend service.

[0137] Step 604: After receiving the transfer request, the backend service starts processing the transfer logic, including determining a set of candidate numbers, obtaining historical transfer data, evaluating candidate strategies, etc.;

[0138] Step 605: The backend service interacts with the database of the data layer to retrieve and update the status information of the number, such as availability, number of transfers, call duration, etc.;

[0139] Step 606: The backend service selects a number that meets the target forwarding policy from the candidate number set as the target forwarding number according to the evaluation result;

[0140] Step 607: The backend service generates a transfer instruction, which includes information about the target transfer number;

[0141] Step 608: The transfer instruction is returned to Freeswitch through the Nginx reverse proxy;

[0142] Step 609: After receiving the transfer instruction, Freeswitch performs the transfer operation and transfers the incoming call to the specified target transfer number.

[0143] It should be noted that Freeswitch is an open source soft switch platform that is responsible for handling call access and transfer. Configure httapi and request links: The Freeswitch service configures httapi and request links for communication with the backend service. For example, configure the following command:

[0144] <action application="httapi" data="{url=https: / / xxx.com / xxx / transfer?orgi=”8888”}" / >

[0145] Execute the httapi command to make a request and send the call information to the specified backend service.

[0146] Since Freeswitch can only directly execute content in XML format, the backend service needs to encapsulate the transfer result. If there is no available number, the content that does not need to be executed is returned; if there is an available number, the XML containing the following content is returned:

[0147] <execute application="transfer" data="转接的号码" XML default="true" detach="true" / > .

[0148] The content after data is the target transfer number. After Freeswitch receives the return result, it will execute the corresponding transfer command to transfer the call to the specified target transfer number.

[0149] In one embodiment, after the backend service receives the transfer request, the specific process of obtaining the target transfer number is as follows: Figure 7 As shown:

[0150] Step 701: The backend service receives a transfer request from Freeswitch;

[0151] Step 702: The backend service obtains a set of available transfer numbers from the database;

[0152] Step 703: Determine whether there is an available transfer number;

[0153] Step 704: If there is no available number, the empty result will be encapsulated and returned;

[0154] Step 705: If there is an available number, determine whether the available number is in a call;

[0155] Step 706: If the number is in a call, the number is filtered out from the list of available numbers;

[0156] Step 707: If the number is not in a call, update the set of available forwarding numbers to ensure that only numbers that are not currently in a call are included;

[0157] Step 708: Determine again whether there is an available transfer number;

[0158] Step 709: If there is still no available number, an empty result will be packaged and returned.

[0159] Step 710: According to the historical forwarding data and preset policy target data, select the target forwarding strategy;

[0160] Step 711: According to the selected target forwarding strategy, select a number from the set of available forwarding numbers as the target forwarding number;

[0161] Step 712: The selected target transfer number is encapsulated into a transfer instruction and is ready to be returned to Freeswitch;

[0162] Step 713: After receiving the transfer instruction, Freeswitch performs the transfer operation and transfers the incoming call to the selected target transfer number.

[0163] Based on the same concept, the present application also provides an electronic device, including a memory and a processor, wherein the memory stores a computer program, and the processor executes the computer program in response to a forwarding method for an incoming call.

[0164] In one embodiment, an electronic device is provided, including a memory and a processor. The electronic device may be a terminal, and its internal structure diagram may be as follows: Figure 8 As shown. The electronic device includes a processor, a memory, a communication interface, a display screen and an input device connected through a system bus. Among them, the processor of the electronic device is used to provide computing and control capabilities. The memory of the electronic device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for the operation of the operating system and the computer program in the non-volatile storage medium. The communication interface of the electronic device is used to communicate with an external terminal in a wired or wireless manner, and the wireless manner can be implemented through WIFI, a mobile cellular network, NFC (near field communication) or other technologies. When the computer program is executed by the processor, a method for transferring in response to an incoming call is implemented. The display screen of the electronic device can be a liquid crystal display screen or an electronic ink display screen, and the input device of the electronic device can be a touch layer covered on the display screen, or a key, trackball or touchpad set on the housing of the electronic device, or an external keyboard, touchpad or mouse, etc.

[0165] Those skilled in the art will understand that Figure 8 The structure shown in the figure is merely a block diagram of a partial structure related to the scheme of the present application, and does not constitute a limitation on the electronic device to which the scheme of the present application is applied. The specific electronic device may include more or fewer components than shown in the figure, or combine certain components, or have a different arrangement of components.

[0166] 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.

[0167] The above 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 method for transferring a call in response to an incoming call, characterized in that: Methods include: In response to an incoming call, determining a candidate number set; wherein the candidate number set includes a plurality of candidate forwarding numbers, and the candidate forwarding numbers can be accessed by the incoming call; Acquire historical transfer data of the candidate number set within a unit time period; Obtain a candidate strategy set, and for any candidate forwarding strategy in the candidate strategy set, obtain target data of the candidate forwarding strategy; wherein the candidate strategy set includes at least any two of the following strategies: a polling strategy, a minimum call number strategy, and a minimum call time strategy, wherein the polling strategy refers to forwarding an incoming call to the last forwarded candidate forwarding number in the candidate number set, the minimum call number strategy refers to forwarding an incoming call to the candidate forwarding number with the least forwarding times in the candidate number set, and the minimum call time strategy refers to forwarding an incoming call to the candidate forwarding number with the shortest call time in the candidate number set; Selecting a candidate strategy from the candidate strategy set as a target forwarding strategy according to the historical forwarding data and the target data of the candidate forwarding strategy; Selecting a candidate forwarding number that matches the target forwarding policy from the candidate number set as the target forwarding number, and forwarding the incoming call to the target forwarding number; The target data of the candidate forwarding strategy includes an objective function and forwarding parameters. According to the historical forwarding data and the target data of the candidate forwarding strategy, a candidate strategy is selected from the candidate strategy set as a target forwarding strategy, including: for any candidate forwarding strategy in the candidate strategy set, substituting the historical forwarding data and the forwarding parameters of the candidate forwarding strategy into the objective function of the candidate forwarding strategy to obtain the forwarding value corresponding to the candidate forwarding strategy; according to the forwarding value corresponding to the candidate forwarding strategy in the candidate strategy set, a candidate strategy is selected from the candidate strategy set as a target forwarding strategy.

2. The method for transferring a call in response to an incoming call according to claim 1, characterized in that: A candidate strategy with the largest transfer value is selected from the candidate strategy set as the target transfer strategy.

3. The method for transferring a call in response to an incoming call according to claim 2, characterized in that: The historical transfer data includes the historical number of transfers and the historical call duration; the polling strategy, the minimum call number strategy and the minimum call time strategy share a common objective function, and the shared objective function includes a first function and a second function, the first function is related to the historical number of transfers, and the second function is related to the historical call duration.

4. The method for transferring a call in response to an incoming call according to claim 3, characterized in that: The transfer parameter of at least one of the polling strategy, the minimum call number strategy and the minimum call time strategy comprises a first parameter and a second parameter, the first parameter is related to the historical transfer number, and the second parameter is related to the historical call duration; For the polling strategy, if the first parameter and / or the second parameter are increased, the polling strategy reduces the sensitivity to the number of historical transfers and / or the historical call duration, so that the influence of the number of historical transfers and / or the historical call duration on the transfer value of the polling strategy is reduced; For the minimum call number strategy, if the second parameter is increased, the minimum call number strategy reduces the sensitivity to the historical call duration, so that the historical call duration has less influence on the transfer value of the minimum call number strategy; For the minimum talk time strategy, if the first parameter is increased, the minimum talk time strategy reduces the sensitivity to the historical number of transfers, so that the influence of the historical number of transfers on the transfer value of the minimum talk time strategy is reduced.

5. The method for transferring a call in response to an incoming call according to any one of claims 2 to 4, characterized in that: The objective functions of the polling strategy, the minimum number of calls strategy, and the minimum call time strategy are all Score = w1× (C) +w2× (L) ; Among them, Score is the transfer value, (C) is the first function, (L) is the second function, w1 is the weight of the first function, w2 is the weight of the second function, (C)= , (L)= , C is the number of transfers, L is the call duration, and a and b are the transfer parameters of the candidate transfer strategy.

6. The method for transferring a call in response to an incoming call according to any one of claims 2 to 4, characterized in that: The switching parameters are configured to be automatically adjustable; The method further comprises: being able to update the transfer parameters according to the transfer values ​​of the candidate transfer strategies during the current call, and the updated transfer parameters are the transfer parameters of the candidate transfer strategies during the next incoming call.

7. The method for transferring a call in response to an incoming call according to any one of claims 2 to 4, characterized in that: For any candidate forwarding strategy in the candidate strategy set, obtaining a forwarding parameter of the candidate forwarding strategy includes: Obtaining the forwarding value of each candidate forwarding strategy in the candidate strategy set during the last call, and taking the minimum value of the forwarding values ​​of each candidate forwarding strategy during the last call as the target value; For any candidate forwarding strategy in the candidate strategy set, the forwarding parameter of the candidate forwarding strategy during the current incoming call is determined according to the forwarding value of the candidate forwarding strategy during the last call and the target value.

8. The method for transferring a call in response to an incoming call according to claim 7, characterized in that: For any candidate forwarding strategy in the candidate strategy set, determining the forwarding parameters of the candidate forwarding strategy when the current call is incoming according to the forwarding value of the candidate forwarding strategy during the last call and the target value, including: For any candidate forwarding strategy in the candidate strategy set, determining a forwarding parameter of the candidate forwarding strategy during the last call, and determining a difference between the forwarding value of the candidate forwarding strategy during the last call and the target value; For any candidate forwarding strategy in the candidate strategy set, the forwarding parameters of the candidate forwarding strategy when the current call is incoming are determined according to the difference between the forwarding parameters of the candidate forwarding strategy during the last call and the difference value.

9. The method for transferring a call in response to an incoming call according to claim 8, characterized in that: The switching parameters include a first parameter and a second parameter; For any candidate forwarding strategy in the candidate strategy set, the forwarding parameter of the candidate forwarding strategy when the current call is incoming is determined according to the difference between the forwarding parameter of the candidate forwarding strategy during the last call and the difference, including the following formula: ← -η×( -TargetScore), ← -η×( -TargetScore), Wherein, a1 refers to the first parameter of a candidate transfer strategy for the current incoming call, a0 refers to the first parameter of a candidate transfer strategy for the last call, b1 refers to the first parameter of a candidate transfer strategy for the current incoming call, b0 refers to the second parameter of a candidate transfer strategy for the last call, It refers to the transfer value of a candidate transfer strategy during the last call, and TargetScore is the target value.

10. The method for transferring a call in response to an incoming call according to claim 1, characterized in that: In response to an incoming call, a set of candidate forwarding numbers is determined, including: In response to an incoming call, obtaining a set of available forwarding numbers from a database based on information about the incoming call; The number currently in call is obtained, and the number currently in call is deleted from the set of available transfer numbers to obtain a set of candidate transfer numbers.

11. An electronic device, characterized in that: include: Memory for storing computer programs; A processor is used to execute the computer program, and when the computer program is executed by the processor, the steps of the method for transferring a call in response to an incoming call as described in any one of claims 1 to 10 are implemented.

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