Calling method and device, electronic equipment and computer product

Abstract

The invention provides a calling method and device, electronic equipment and a computer program product. The method comprises the following steps: determining a number of a target called user to be called by a calling user; and calling the target called user according to the number of the target called user. And under the condition that the target called user gets through the call, connecting the calling user and the target called user to a public telephone network, so that the calling user and the target called user establish a call based on the public telephone network. Under the condition that the calling user cannot know whether the number of the called user is valid or not, the calling user can be ensured to be connected with the called user every time the calling user calls, and when the scheme is applied to a call center, the efficiency of the call center can be improved.

Description

Technical Field

[0001] The present application relates to the field of communication technology, and in particular to a calling method, device, electronic device and computer program product. Background Art

[0002] A call center is also called a customer service center. Its main function is to make outbound calls to users to provide relevant services.

[0003] In the prior art, when calling users of call center agents call called users, they often encounter situations such as rejection, power off, empty number, out of service area, etc., which can cause meaningless waste of time and resources for the calling users, and thus affect the efficiency of the call center. Summary of the invention

[0004] The purpose of the present application is to provide a calling method, device, electronic device and computer program product, which can ensure that the calling user can get a call from the called user every time when the calling user cannot know whether the called user's number is valid. When applied to a call center, the efficiency of the call center can be improved.

[0005] In order to achieve the above purpose, the embodiment of the present application is implemented as follows:

[0006] In a first aspect, a calling method is provided, comprising:

[0007] Determine the number of the target called user to be called by the calling user;

[0008] Calling the target called user according to the number of the target called user;

[0009] When the target called user answers the call, the calling user and the target called user are connected to a public telephone network, so that the calling user and the target called user establish a conversation based on the public telephone network.

[0010] In a second aspect, a calling device is provided, comprising:

[0011] A number determination module, used to determine the number of the target called user to be called by the calling user;

[0012] A number calling module, used for calling the target called user according to the number of the target called user;

[0013] The call establishment module connects the calling user and the target called user to a public telephone network when the target called user answers the call, so that the calling user and the target called user establish a call based on the public telephone network.

[0014] In a third aspect, an embodiment of the present application provides an electronic device, comprising: a processor; and a memory configured to store computer-executable instructions, wherein the computer-executable instructions, when executed, cause the processor to execute the method described in the first aspect.

[0015] According to a fourth aspect, a computer-readable storage medium is provided, wherein the computer-readable storage medium is used to store computer-executable instructions, and the computer-executable instructions implement the method described in the first aspect when executed by a processor.

[0016] The solution of the embodiment of the present application can determine the number of the target called user to be called on behalf of the calling user, and try to initiate a call to the target called user. Later, when the target called user answers the call, the calling user and the target called user are connected to the public telephone network, so that the calling user and the target called user can establish a call based on the public telephone network. For the calling user, the whole process can directly connect to the called user without encountering situations such as rejection, power off, empty number, out of service area, etc. When the solution is applied to a call center, the calling user can call and connect to the called user every time even if it is impossible to know whether the called user's number is valid, thereby improving the efficiency of the call center. BRIEF DESCRIPTION OF THE DRAWINGS

[0017] In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are only some embodiments recorded in the embodiments of the present application. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0018] Figure 1 A flowchart of a calling method according to an embodiment of the present application.

[0019] Figure 2 This is a flowchart of the calling method of an embodiment of the present application in a specific application scenario.

[0020] Figure 3 A schematic diagram of the structure of a calling device according to an embodiment of the present application.

[0021] Figure 4 A schematic diagram of the structure of an electronic device according to an embodiment of the present application. DETAILED DESCRIPTION

[0022] In order to enable those skilled in the art to better understand the technical solutions in this specification, the technical solutions in the embodiments of this application will be clearly and completely described below in conjunction with the drawings in the embodiments of this application. Obviously, the described embodiments are only part of the embodiments of this specification, not all of the embodiments. Based on the embodiments in this specification, all other embodiments obtained by ordinary technicians in this field without creative work should fall within the scope of protection of this specification.

[0023] In the prior art, when calling users of call center agents call called users, they often encounter situations such as rejection, power off, empty number, out of service area, etc., which can cause meaningless waste of time and resources for the calling users, and thus affect the efficiency of the call center.

[0024] To this end, the present application proposes a calling solution, which aims to ensure that the calling user can get a call from the called user every time when the calling user cannot know whether the called user's number is valid.

[0025] Specifically, an embodiment of the present application proposes a calling method. Figure 1 It is a flowchart of the calling method, which includes the following steps:

[0026] S102, determining the number of the target called user to be called by the calling user.

[0027] Taking the calling user as an agent of a call center as an example, in this embodiment, a number clue pool may be pre-set to store numbers and user information corresponding to all called users (service users).

[0028] Correspondingly, this step can first determine the calling user's call demand, which is used to indicate the screening conditions of the called user; then, using the screening conditions indicated by the call demand as clues, determine the target called user whose user information meets the screening conditions and the number of the target called user from the number clue pool.

[0029] S104: calling the target called user according to the number of the target called user.

[0030] Specifically, the first calling device of the public telephone network is pre-set in this embodiment. After determining the number of the target called user to be called by the calling user, the first calling device can be used to automatically initiate a call to the target called user through a computer program.

[0031] It should be noted that the use of the first calling device to call the target called user does not require intervention by the calling user, and the process does not occupy the calling user's time.

[0032] S106, when the target called user answers the call, the calling user and the target called user are pulled into the public telephone network, so that the calling user and the target called user establish a conversation based on the public telephone network.

[0033] Specifically, the second calling device of the public telephone network is pre-set in this embodiment. When the target called user answers the call of the first calling device, the second calling device is used to call the calling user through the robot program automation. Afterwards, when the calling user answers the call of the second calling device, the first calling device and the second calling device are communicated and connected, so that the calling user and the target called user can establish a conversation based on the public telephone network. That is, the communication connection between the first calling device and the second calling device can be regarded as a relay node of the public telephone network, and the calling user and the target called user have a conversation through this intermediate route.

[0034] In actual applications, if a call is not connected, the user will receive fixed prompt tones such as "number not available", "out of service area", "power off", and "busy". If a call is connected, the user will usually be asked by the called user, so the user will receive audio signal characteristics unique to the called user.

[0035] In view of this feature, in a feasible implementation, this embodiment can identify whether the target called user is connected based on the audio signal characteristics generated by the call during the process of using the first calling device to call the target called user. For example, if the received audio signal characteristics do not belong to the call unconnected prompt tones such as unavailable number, out of service area, powered off, and busy, it is determined that the target called user is connected.

[0036] Alternatively, in another feasible implementation, the present embodiment may also pre-record the voiceprint features of the target called user (the voiceprint features may be recorded as user information in the number clue pool). In the process of using the first calling device to call the target called user, each time an audio signal is received, the corresponding audio signal features may be compared with the voiceprint features of the target called user; if the comparison result shows that the features of the two match, it is determined that the target called user is connected.

[0037] In addition, when using the first calling device to call the target called user, if the number is empty (which can be identified by the audio signal characteristics of the empty number prompt tone), the number and user information of the target called user can also be deleted from the number clue pool to ensure that the numbers in the number clue pool always remain up to date.

[0038] Similarly, when using the first calling device to call the target called user, if a rejection is encountered, a rejection record of the target called user can also be generated. In the subsequent process, if the rejection record of the target called user indicates that the number of rejections or the rejection rate reaches the preset conditions (such as: the number of rejections reaches 5 times, the rejection rate exceeds 80%, etc.), it can be determined that the target called user is subjectively unwilling to answer the call from the call center calling user. In this case, it is meaningless to contact the target called user by calling, and the number and user information of the target called user can be deleted from the number clue pool.

[0039] It can be seen that the number clue pool of this embodiment has a certain dynamic update capability and can record the number of the currently valid called user. Even if step S104 dials the called user through calculation and program, it can avoid the calculation and program from meaninglessly occupying the resources of the first calling device.

[0040] In addition, in actual applications, when the target called user answers the call of the first calling device, the calling user has not yet connected to the call. In order to avoid the target called user hanging up the call due to no one answering, this embodiment can also play a prompt voice to keep the call based on the first calling device. The target called user, such as "Please wait for customer service to connect" until the communication between the first calling device and the second calling device is completed.

[0041] In summary, the method of this embodiment can determine the number of the target called user to be called on behalf of the calling user, and try to initiate a call to the target called user. Later, when the target called user answers the call, the calling user and the target called user are connected to the public telephone network, so that the calling user and the target called user can establish a call based on the public telephone network. For the calling user, the whole process can directly connect to the called user without encountering situations such as rejection, power off, empty number, out of service area, etc. When the solution is applied to a call center, the calling user can call and connect to the called user every time even if he cannot know whether the called user's number is valid, thereby improving the efficiency of the call center.

[0042] The calling method of this embodiment is described in detail below in conjunction with an application scenario of a resource leasing service.

[0043] In this application scenario, the call center agent needs to call the business user whose resource return is about to expire to remind the business user to return the leased resources. That is, the call center agent is the calling user, and the business user who leases the resource is the called user. The resource type can be, but is not limited to, shared bicycles, shared power banks, digital currencies, etc.

[0044] It should be noted that in the traditional solution, the seat staff actively screens the list of called users to be called according to the overdue period of the service users, and dials the numbers in the list one by one to remind them. For the seat staff, it is unknown whether the numbers in the list are valid, so it is impossible to determine whether the called users can be connected.

[0045] In this application scenario, the call center (system) maintains a number clue pool to record the number of each business user and the corresponding overdue period information. Taking each working day as an example, the call center first selects the business users who are about to be overdue from the number clue pool according to the call needs of the seat staff during work, and adds the numbers of the screened business users to the called user list. Figure 2 As shown in A, the call center calls the first calling device of the local public telephone network and tries to call the service users in the called user list. Figure 2 As shown in B, the call center now keeps the call between the first calling device and the target service user (if necessary, a prompt voice can be played to remind the target service user to keep the call), and calls the second calling device of the local public telephone network to call the seat personnel. Figure 2 As shown in C, the call center connects the first calling device with the second calling device so that the agent can establish a call with the target service user through the connected first calling device and the second calling device. In this process, when the agent receives a call from the second calling device, he can just answer the call and establish a call with a service user who is about to expire, so as to complete the task of overdue notification.

[0046] It can be seen that the agents in this application scenario only need to wait for incoming calls. For large-scale distributed call centers, the call center can be equipped with multiple first call devices specifically for calling business users, and multiple second call devices specifically for calling agents. On each working day, multiple first call devices are used to initiate calls to multiple business users at the same time. As long as a business user is connected, all currently idle agents can be called through multiple second call devices. When an agent takes over the call, the first call device and the second call device corresponding to both parties are connected. The whole process ensures that the call center agents can dial the called user every time. Compared with the traditional solution of trying to call business users one by one, the call center can have higher efficiency.

[0047] It should be noted that the above application scenarios are only for illustrative introduction. The calling method of this embodiment is not limited to application in resource leasing business. As long as the call center needs agents to communicate with business users, the calling method of this embodiment can be used to solve the problem of call center efficiency.

[0048] In addition, corresponding to Figure 1 According to the method shown, another embodiment of the present application provides a calling device. Figure 3 3 is a schematic diagram of the structure of the calling device 300, including:

[0049] The number determination module 310 is used to determine the number of the target called user to be called by the calling user.

[0050] The number calling module 320 is used to call the target called user according to the number of the target called user.

[0051] The call establishing module 330 connects the calling user and the target called user to a public telephone network when the target called user answers the call, so that the calling user and the target called user establish a call based on the public telephone network.

[0052] The device of the embodiment of the present application can determine the number of the target called user to be called on behalf of the calling user, and try to initiate a call to the target called user. Later, when the target called user answers the call, the calling user and the target called user are connected to the public telephone network, so that the calling user and the target called user can establish a call based on the public telephone network. For the calling user, the whole process can directly connect to the called user without encountering situations such as rejection, power off, empty number, out of service area, etc. When the solution is applied to a call center, the calling user can call and connect to the called user every time even if he cannot know whether the called user's number is valid, thereby improving the efficiency of the call center.

[0053] Optionally, the number calling module 320 calls the target called user according to the number of the target called user, including: using a pre-set first calling device of the public telephone network to call the target called user according to the number of the target called user. Correspondingly, the call establishing module 330 connects the calling user and the target called user to the public telephone network when the target called user answers the call, so that the calling user and the target called user establish a call based on the public telephone network, including: using a pre-set second calling device of the public telephone network to call the calling user when the target called user answers the call; and communicating with the first calling device and the second calling device when the calling user answers the call, so that the calling user and the target called user establish a call based on the public telephone network.

[0054] Optionally, after calling the target called user according to the number of the target called user, the number calling module 320 is also used to: when the target called user answers the call, play a prompt voice for maintaining the call to the target called user based on the first calling device until the communication between the first calling device and the second calling device is completed.

[0055] Optionally, after calling the target called user according to the number of the target called user, the number calling module 320 is further used to: during the process of calling the target called user, based on the audio signal characteristics generated by the call, identify whether the target called user is connected.

[0056] Specifically, in a feasible implementation, the number calling module 320 can identify whether the target called user is connected based on the audio signal features generated by the call during the process of using the first calling device to call the target called user. For example: when the received audio signal features do not belong to the call unconnected prompt tones such as empty number, out of service area, powered off, and busy, it is determined that the target called user is connected. Alternatively, in another feasible implementation, the number calling module 320 can also pre-record the voiceprint features of the target called user (the voiceprint features can be recorded as user information in the number clue pool). During the process of using the first calling device to call the target called user, each time an audio signal is received, the number calling module 320 compares the audio signal features with the voiceprint features of the target called user; if the comparison result shows that the two match, it is determined that the target called user is connected.

[0057] Optionally, the number determination module 310 determines the number of the target called user to be called by the calling user, including: determining the calling user's calling requirements, the calling requirements being used to indicate screening conditions for the called user; determining, from a pre-set number clue pool, the target called user whose user information meets the screening conditions and the number of the target called user; wherein the number clue pool stores numbers and user information corresponding to multiple called users.

[0058] Optionally, after calling the target called user according to the number of the target called user, the number calling module 320 is also used to: when the call result of the target called user is an empty number, delete the number and user information of the target called user from the number clue pool.

[0059] Optionally, the number calling module 320 is also used to: generate a rejection record for the target called user when the call result of the target called user is rejected; and delete the number and user information of the target called user from the number clue pool when the rejection record of the target called user reaches a preset threshold.

[0060] It should be noted that the calling device of this embodiment can be used as Figure 1 The execution subject of the method shown can thus realize Figure 1 The steps and functions in the method shown are as follows. Since the principle is the same, the calling device will not be described in detail in this article.

[0061] Figure 4 This is a schematic diagram of the structure of an electronic device provided by an embodiment of the present application. Figure 4 At the hardware level, the electronic device includes a processor, and optionally also includes an internal bus, a network interface, and a memory. The memory may include a memory, such as a high-speed random access memory (RAM), and may also include a non-volatile memory (non-volatile memory), such as at least one disk storage. Of course, the electronic device may also include hardware required for other services.

[0062] The processor, network interface and memory can be interconnected through an internal bus, which can be an ISA (Industry Standard Architecture) bus, a PCI (Peripheral Component Interconnect) bus or an EISA (Extended Industry Standard Architecture) bus. The bus can be divided into an address bus, a data bus, a control bus, etc. For ease of representation, Figure 4 Only one bidirectional arrow is used in the diagram, but this does not mean that there is only one bus or only one type of bus.

[0063] The memory is used to store the program. Specifically, the program may include a program code, and the program code includes a computer operation instruction. The memory may include a memory and a non-volatile memory, and provides instructions and data to the processor. The processor reads the corresponding computer program from the non-volatile memory into the memory and then runs it, forming the above-mentioned calling device at the logical level. The processor executes the program stored in the memory, and is specifically used to perform the following operations:

[0064] Determine the number of the target called user that the calling user wants to call.

[0065] A call is made to the target called user according to the number of the target called user.

[0066] When the target called user answers the call, the calling user and the target called user are connected to a public telephone network, so that the calling user and the target called user establish a conversation based on the public telephone network.

[0067] The electronic device of this embodiment can determine the number of the target called user to be called on behalf of the calling user, and try to initiate a call to the target called user. Later, when the target called user answers the call, the calling user and the target called user are connected to the public telephone network, so that the calling user and the target called user can establish a call based on the public telephone network. For the calling user, the whole process can directly connect to the called user without encountering situations such as rejection, power off, empty number, out of service area, etc. When the solution is applied to a call center, the calling user can call and connect to the called user every time even if it is impossible to know whether the called user's number is valid, thereby improving the efficiency of the call center.

[0068] The above application Figure 1The method disclosed in the illustrated embodiment can be applied to a processor or implemented by a processor. The processor may be an integrated circuit chip with signal processing capabilities. In the implementation process, each step of the above method can be completed by an integrated logic circuit of hardware in the processor or an instruction in the form of software. The above processor can be a general-purpose processor, including a central processing unit (CPU), a network processor (NP), etc.; it can also be a digital signal processor (DSP), an application-specific integrated circuit (ASIC), a field-programmable gate array (FPGA) or other programmable logic devices, discrete gates or transistor logic devices, discrete hardware components. The methods, steps and logic block diagrams disclosed in one or more embodiments of the present application can be implemented or executed. The general-purpose processor can be a microprocessor or the processor can also be any conventional processor, etc. The steps of the method disclosed in conjunction with one or more embodiments of the present application can be directly embodied as a hardware decoding processor for execution, or can be executed by a combination of hardware and software modules in the decoding processor. The software module can be located in a storage medium mature in the art such as a random access memory, a flash memory, a read-only memory, a programmable read-only memory, or an electrically erasable programmable memory, a register, etc. The storage medium is located in the memory, and the processor reads the information in the memory and completes the steps of the above method in combination with its hardware.

[0069] Of course, in addition to software implementation methods, the electronic device of the present application does not exclude other implementation methods, such as logic devices or a combination of software and hardware, etc. That is to say, the execution subject of the following processing flow is not limited to each logic unit, but can also be hardware or logic devices.

[0070] In addition, an embodiment of the present application further provides a computer program product, the computer program product comprising a computer-readable storage medium storing a computer program, the computer program being operable to cause a computer to perform the following operations:

[0071] Determine the number of the target called user that the calling user wants to call.

[0072] A call is made to the target called user according to the number of the target called user.

[0073] When the target called user answers the call, the calling user and the target called user are connected to a public telephone network, so that the calling user and the target called user establish a conversation based on the public telephone network.

[0074] It should be noted that the computer program product of this embodiment can be used as Figure 1 The execution subject of the method shown can thus realize Figure 1 The steps and functions in the method shown are not described in detail in this article because the principles are the same.

[0075] In short, the above is only a preferred embodiment of the present application and is not intended to limit the protection scope of the present application. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of one or more embodiments of the present application shall be included in the protection scope of one or more embodiments of the present application.

[0076] The systems, devices, modules or units described in the above embodiments may be implemented by computer chips or entities, or by products with certain functions. A typical implementation device is a computer. Specifically, the computer may be, for example, a personal computer, a laptop computer, a cellular phone, a camera phone, a smart phone, a personal digital assistant, a media player, a navigation device, an email device, a game console, a tablet computer, a wearable device, or a combination of any of these devices.

[0077] Computer readable media include permanent and non-permanent, removable and non-removable media that can be implemented by any method or technology to store information. Information can be computer readable instructions, data structures, program modules or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technology, compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical storage, magnetic cassettes, magnetic tape disk storage or other magnetic storage devices or any other non-transmission media that can be used to store information that can be accessed by a computing device. As defined herein, computer readable media does not include temporary computer readable media (transitory media), such as modulated data signals and carrier waves.

[0078] It should also be noted that the terms "include", "comprises" or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, commodity or device including a series of elements includes not only those elements, but also other elements not explicitly listed, or also includes elements inherent to such process, method, commodity or device. In the absence of more restrictions, the elements defined by the sentence "comprises a ..." do not exclude the existence of other identical elements in the process, method, commodity or device including the elements.

[0079] Each embodiment in this application is described in a progressive manner, and the same or similar parts between the embodiments can be referred to each other, and each embodiment focuses on the differences from other embodiments. In particular, for the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the partial description of the method embodiment.

Claims

1. A calling method, characterized in that: include: Determine the number of the target called user to be called by the calling user; Calling the target called user according to the number of the target called user; When the target called user answers the call, the calling user and the target called user are connected to a public telephone network, so that the calling user and the target called user establish a conversation based on the public telephone network.

2. The method according to claim 1, characterized in that Calling the target called user according to the number of the target called user includes: Using a preset first calling device of the public telephone network, calling the target called user according to the number of the target called user; In the case that the target called user answers the call, the calling user and the target called user are connected to a public telephone network so that the calling user and the target called user establish a conversation based on the public telephone network, including: In the case where the target called user answers the call, using a pre-set second calling device of the public telephone network to call the calling user; When the calling user answers the call, the first calling device and the second calling device are connected to communicate with each other, so that the calling user and the target called user establish a call based on the public telephone network.

3. The method according to claim 2, characterized in that After calling the target called user according to the number of the target called user, the method further includes: When the target called user answers the call, a prompt voice for maintaining the call is played to the target called user based on the first calling device until the communication between the first calling device and the second calling device is completed.

4. The method according to claim 1, characterized in that: After calling the target called user according to the number of the target called user, the method further includes: During the process of calling the target called user, whether the target called user is connected is identified based on the audio signal characteristics generated by the call.

5. The method according to claim 1, characterized in that Determine the number of the target called user to be called by the calling user, including: Determining a calling demand of a calling user, wherein the calling demand is used to indicate a screening condition of a called user; From a preset number clue pool, a target called user whose user information meets the screening condition and the number of the target called user are determined; wherein the number clue pool stores numbers and user information corresponding to multiple called users.

6. The method according to claim 5, characterized in that After calling the target called user according to the number of the target called user, the method includes: In the case that the call result of the target called user is an empty number, the number and user information of the target called user are deleted from the number clue pool.

7. The method according to claim 5, characterized in that After calling the target called user according to the number of the target called user, the method further includes: When the call result of the target called user is rejected, generating a rejection record of the target called user; When the number of rejections or the rejection rate of the target called user reaches a preset condition, the number and user information of the target called user are deleted from the number clue pool.

8. A calling device, characterized in that: include: A number determination module, used to determine the number of the target called user to be called by the calling user; A number calling module, used for calling the target called user according to the number of the target called user; The call establishment module connects the calling user and the target called user to a public telephone network when the target called user answers the call, so that the calling user and the target called user establish a call based on the public telephone network.

9. An electronic device, comprising a processor; and a memory configured to store computer executable instructions, wherein when the computer executable instructions are executed, the processor performs the method according to any one of claims 1 to 7.

10. A computer program product, wherein the computer program product is used to store computer executable instructions, and the computer executable instructions, when executed by a processor, implement the method according to any one of claims 1 to 7.

Images