Call processing method and related device

Abstract

The invention provides a call processing method and a related device, and the method comprises the steps: determining a first seat corresponding to a call connection under the condition that the call connection is established between an outbound system and a contact object; judging whether a first call meets a first intervention condition or not in the process of performing the first call between the outbound system and the contact object; under the condition that the first call meets the first intervention condition, first information of the first call is sent to the first seat, and the first information comprises information of the first call between the outbound system and the contact object; and under the condition that a first auditing instruction or a takeover instruction triggered by the first seat for the first information is received, adding the first seat into the first call. According to the embodiment of the invention, the processing mode of switching the call to the seat can be simplified, the waiting time of switching the call to the seat is reduced, and the success rate of switching the call to the seat is improved.

Description

Technical Field

[0001] The present disclosure relates to the field of communication technology, and in particular to a call processing method, device, electronic device, computer-readable storage medium, and computer program product. Background Art

[0002] In the intelligent outbound calling scenario, the outbound calling system actively calls the user, establishes a call connection with the user, and then communicates with the user through its built-in robot (i.e., conducts human-computer dialogue), and transfers the call to an agent to serve the user when necessary.

[0003] In the related art, the processing method of transferring from human-computer dialogue to agent service for users is usually as follows: during the human-computer dialogue process, after the user explicitly says that he wants to transfer to agent service, the outbound call system will broadcast a waiting tone, and then after dialing the agent, automatic call distribution, queuing, etc., the agent is connected and the agent serves the user. This method of transferring to an agent requires dialing, automatic call distribution, queuing, etc., which takes a long time and requires the user to wait. While waiting, the user may hang up the phone, resulting in a low success rate of transferring the call to an agent. Summary of the invention

[0004] The present disclosure provides a call processing method, device, electronic device, computer-readable storage medium, and computer program product.

[0005] In a first aspect, the present disclosure provides a call processing method, the method comprising: when an outbound call system establishes a call connection with a contact object, determining a first agent corresponding to the call connection; during a first call between the outbound call system and the contact object, judging whether the first call satisfies a first intervention condition; when the first call satisfies the first intervention condition, sending first information of the first call to the first agent, the first information including first call information between the outbound call system and the contact object; and when a first eavesdropping instruction or a takeover instruction triggered by the first agent in response to the first information is received, adding the first agent to the first call.

[0006] In a second aspect, the present disclosure provides a call processing device, the device comprising: a first seat determination module, for determining a first seat corresponding to a call connection when an outbound call system establishes a call connection with a contact object; a first judgment module, for judging whether a first call satisfies a first intervention condition during a first call between the outbound call system and the contact object; a first sending module, for sending first information of the first call to the first seat when the first call satisfies the first intervention condition, the first information comprising first call information between the outbound call system and the contact object; and a first joining module, for adding the first seat to the first call when a first eavesdropping instruction or a takeover instruction triggered by the first seat in response to the first information is received.

[0007] In a third aspect, the present disclosure provides an electronic device comprising: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, and one or more of the computer programs are executed by the at least one processor so that the at least one processor can execute the above-mentioned call processing method.

[0008] In a fourth aspect, the present disclosure provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program implements the above-mentioned call processing method when executed by a processor.

[0009] In a fifth aspect, the present disclosure provides a computer program product, which includes a computer-readable code, or a non-volatile computer-readable storage medium carrying a computer-readable code. When the computer-readable code runs in a processor of an electronic device, the processor in the electronic device executes the above-mentioned call processing method.

[0010] The call processing method of the disclosed embodiment, when the outbound call system establishes a call connection with the contact object, first determines the first seat that may be needed for this call, and when this call meets the first intervention condition, promptly sends the call information of this call to the first seat, so that the first seat promptly determines whether to listen in or take over this call. It can be seen that this method can simplify the processing method of call transfer and reduce the waiting time of call transfer, thereby improving the success rate of call transfer.

[0011] It should be understood that the content described in this section is not intended to identify the key or important features of the embodiments of the present disclosure, nor is it intended to limit the scope of the present disclosure. Other features of the present disclosure will become easily understood through the following description. BRIEF DESCRIPTION OF THE DRAWINGS

[0012] The accompanying drawings are used to provide a further understanding of the present disclosure and constitute a part of the specification. Together with the embodiments of the present disclosure, they are used to explain the present disclosure and do not constitute a limitation of the present disclosure. The above and other features and advantages will become more apparent to those skilled in the art by describing detailed example embodiments with reference to the accompanying drawings, in which:

[0013] Figure 1 The application scenario diagram of the call processing method and device provided by the embodiment of the present disclosure is schematically shown;

[0014] Figure 2 A flowchart of a call processing method provided by an embodiment of the present disclosure;

[0015] Figure 3 A schematic diagram of a processing process of a call processing method provided by an embodiment of the present disclosure;

[0016] Figure 4 A block diagram of a call processing device provided by an embodiment of the present disclosure;

[0017] Figure 5 A block diagram of an electronic device provided in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0018] In order to enable those skilled in the art to better understand the technical solutions of the present disclosure, the exemplary embodiments of the present disclosure are described below in conjunction with the accompanying drawings, including various details of the embodiments of the present disclosure to facilitate understanding, which should be considered as merely exemplary. Therefore, those of ordinary skill in the art should recognize that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of the present disclosure. Similarly, for the sake of clarity and conciseness, the description of well-known functions and structures is omitted in the following description.

[0019] In the absence of conflict, the various embodiments of the present disclosure and the various features therein may be combined with each other.

[0020] As used herein, the term "and / or" includes any and all combinations of one or more of the associated listed items.

[0021] The terms used herein are only used to describe specific embodiments and are not intended to limit the present disclosure. As used herein, the singular forms "a" and "the" are also intended to include plural forms, unless the context clearly indicates otherwise. It will also be understood that when the terms "including" and / or "made of" are used in this specification, the presence of the features, wholes, steps, operations, elements and / or components is specified, but the presence or addition of one or more other features, wholes, steps, operations, elements, components and / or groups thereof is not excluded. "Connected" or "connected" and similar words are not limited to physical or mechanical connections, but can include electrical connections, whether direct or indirect.

[0022] Unless otherwise defined, all terms (including technical and scientific terms) used herein have the same meaning as commonly understood by those of ordinary skill in the art. It will also be understood that terms such as those defined in commonly used dictionaries should be interpreted as having a meaning consistent with their meaning in the context of the relevant art and the present disclosure, and will not be interpreted as having an idealized or overly formal meaning unless explicitly defined as such herein.

[0023] In the technical solution disclosed in this disclosure, the collection, storage, use, processing, transmission, provision and disclosure of user personal information involved are in compliance with the provisions of relevant laws and regulations and do not violate public order and good morals. The use of user data in this technical solution complies with relevant national laws and regulations (for example, the "Information Security Technology Personal Information Security Specification", etc.). For example: corresponding prescribed measures are taken for personal information access control; prescribed restrictions are imposed on the display of personal information; the purpose of using personal information does not exceed the scope of direct or reasonable association; when using personal information, clear identity orientation is eliminated to avoid precise positioning of specific individuals.

[0024] Smart outbound call scenarios can be, for example, marketing, debt collection, return visits, and other scenarios that require making calls to a large number of users and conducting conversations. The present disclosure does not limit the specific types of smart outbound call scenarios. In smart outbound call scenarios, the outbound call system actively calls the user, establishes a call connection with the user, and then conducts a conversation with the user through its built-in robot (i.e., conducts a human-computer conversation), and transfers the call to the agent to serve the user when necessary.

[0025] In the related art, the processing method of transferring from human-computer dialogue to agent service for users is usually as follows: during the human-computer dialogue process, after the user explicitly says that he wants to transfer to manual service, the outbound call system will broadcast a waiting tone, and then after dialing the agent, automatic call distribution, queuing, etc., the agent will be connected and the agent will serve the user. This method of transferring to an agent requires dialing, automatic call distribution, queuing, etc., which takes a long time and requires the user to wait. While waiting, the user may hang up the phone, resulting in a low success rate of transferring the call to an agent.

[0026] In view of this, an embodiment of the present disclosure provides a call processing method, the method comprising: when an outbound call system establishes a call connection with a contact object, determining a first agent corresponding to the call connection; during a first call between the outbound call system and the contact object, judging whether the first call satisfies a first intervention condition; when the first call satisfies the first intervention condition, sending first information of the first call to the first agent, the first information including first call information between the outbound call system and the contact object; when a first eavesdropping instruction or a takeover instruction triggered by the first agent in response to the first information is received, adding the first agent to the first call.

[0027] The call processing method of the disclosed embodiment, when the outbound call system establishes a call connection with the contact object, first determines the first seat that may be needed for this call, and when the call meets the first intervention condition, promptly sends the call information of this call to the first seat, so that the first seat promptly determines whether to listen in or take over this call. It can be seen that in this way, the processing method of call transfer to seat can be simplified and the waiting time of call transfer to seat can be reduced, thereby improving the success rate of call transfer to seat.

[0028] Figure 1 The application scenario diagram of the call processing method and device provided by the embodiments of the present disclosure is schematically shown.

[0029] like Figure 1 As shown, the application scenario of the embodiment of the present disclosure may include a terminal device 101, a network 103 and a server 102. The network 103 is used to provide a medium for a communication link between the terminal device 101 and the server 102. The network 103 may include various connection types that can be used for telephone communication, such as wired, wireless communication links or optical fiber cables, etc.

[0030] The user can use the terminal device 101 to talk with the outbound calling system running on the server 102 through the network 103. The terminal device 101 can be an electronic device such as a landline phone, a cordless phone, a mobile phone (including a smart phone), etc.

[0031] It should be noted that the call processing method and apparatus provided in the embodiments of the present disclosure may be executed by the server 102. Accordingly, the call processing method and apparatus provided in the embodiments of the present disclosure may be arranged in the server 102. The call processing method and apparatus provided in the embodiments of the present disclosure may also be executed by a server or server cluster that is different from the server 102 and that can communicate with the terminal device 101 and / or the server 102. Accordingly, the call processing method and apparatus provided in the embodiments of the present disclosure may also be arranged in a server or server cluster that is different from the server 102 and that can communicate with the terminal device 101 and / or the server 102.

[0032] It should be understood that Figure 1 The number of terminal devices, networks and servers in the embodiment is only for illustration. Any number of terminal devices, networks and servers may be provided according to implementation requirements.

[0033] Figure 2 A flowchart of a call processing method provided by an embodiment of the present disclosure. Figure 2 , the method comprising:

[0034] Step S201: when an outbound call system establishes a call connection with a contact object, a first agent corresponding to the call connection is determined.

[0035] The outbound call system can call the contact object through the communication method of the pre-stored contact object (such as mobile phone number, landline number, etc.). When the outbound call system establishes a call connection with the contact object, the first agent corresponding to the call connection can be determined, that is, the first agent that may be needed for this call. Among them, the first agent is used to indicate the agent who listens in or takes over this call. The agent can also be called a desk agent, an agent representative or a manual agent, which can be composed of an agent computer, an agent software, an agent headset, a service staff, etc.

[0036] In one example, the first seat corresponding to the call connection may be determined based on the correspondence between the preset contact object and the seat. In another example, the seat group corresponding to the call connection may be determined based on the correspondence between the preset contact object and the seat group, and one seat in the seat group corresponding to the call connection (which may be determined randomly or by other means) is determined as the first seat corresponding to the call connection.

[0037] It should be noted that those skilled in the art may set a specific method for determining the first seat according to actual conditions, and the present disclosure does not limit this.

[0038] Step S202, during a first call between the outbound call system and the contact object, determining whether the first call satisfies a first intervention condition.

[0039] After the outbound calling system establishes a call connection with the contact object, the outbound calling system can make a first call with the contact object through a built-in robot.

[0040] During the first call between the outbound call system and the contact object, the outbound call system can periodically (the specific duration of each period can be set according to actual conditions) determine whether the first call meets the first intervention condition. The first intervention condition is used to indicate the conditions under which the agent needs to listen in or take over the first call.

[0041] The first intervention condition may include at least one of the following conditions: the outbound call system recognizes the intention to transfer to manual call; the outbound call system recognizes the preset business intention; the outbound call system recognizes the preset first keyword; the number of words in a single round of conversation between the outbound call system and the contact object exceeds a preset first word count threshold.

[0042] During the first call between the outbound call system and the contact object, the outbound call system can obtain the intention of the contact object after performing voice recognition, intent recognition and other processing on the conversation between the robot and the contact object. If the intention of the contact object is to transfer to a manual or preset business intention, the first call is considered to meet the first intervention condition. Among them, the preset business intention can be set by technical personnel in this field according to actual business needs. For example, assuming that the outbound call system is a collection type outbound call system, then business-related intentions such as "need a loan" and "need to repay" can be determined as preset business intentions.

[0043] During the first call between the outbound call system and the contact object, the outbound call system can perform voice recognition on the conversation between the robot and the contact object to obtain the conversation text, and then determine whether the conversation text includes the preset first keyword. If the conversation text includes the preset first keyword, it is considered that the first call meets the first intervention condition. Among them, the preset first keyword includes keywords related to business needs, and those skilled in the art can set it according to actual business needs. For example, assuming that the outbound call system is a collection type outbound call system, the keywords related to business needs such as "forgot to repay" and "complaint" can be determined as the preset first keywords.

[0044] For example, assuming that the first keyword is "forgot to repay", the conversation text between the robot built into the outbound call system and the contact person is as follows:

[0045] Robot: Hello, are you Mr. A?

[0046] Contact: Yes.

[0047] Robot: Hello, Mr. A, your debt contract numbered 1234 with our company has been overdue for 30 days, and the amount owed is 10,000 yuan. Please make the repayment on the loan APP as soon as possible. If you have any questions, please call our 95 hotline to contact customer service for assistance. You can also directly say "transfer to manual" to transfer you to an agent now.

[0048] Contact Person: I forgot to make a repayment, I will do it later.

[0049] In the above conversation text, when the contact person said "I forgot to repay, I will do it later", the outbound call system recognized the preset first keyword "forgot to repay", and it can be considered that the first call meets the first intervention condition.

[0050] During the first call between the outbound call system and the contact object, the outbound call system can also count the number of words in each single round of dialogue between the robot and the contact object. A single round of dialogue refers to a dialogue involving only one question and a corresponding answer. If the number of words in a single round of dialogue exceeds a preset first word count threshold, the first call is considered to meet the first intervention condition.

[0051] It should be noted that the first intervention condition may also include other conditions. Those skilled in the art may set the specific content of the first intervention condition according to actual business applications, and the present disclosure does not limit this.

[0052] Step S203: When the first call satisfies the first intervention condition, first information of the first call is sent to the first agent.

[0053] The first information of the first call includes the first call information between the outbound call system and the contact object. The first call information includes the call ID of the first call, the call content (such as the conversation text), the intention of the contact object, the first intervention reason (determined according to the first intervention condition met), etc. The first information may also include the first priority of the first call that requires the agent to listen in or take over.

[0054] When the first call meets the first intervention condition, the outbound call system sends the first information of the first call to the first agent. After receiving the first information, the first agent can choose to listen in or take over the first call according to the first information. Listening in means that the first agent joins the first call but is in a state of only listening and not speaking (i.e., not participating in the conversation between the robot and the contact object). Taking over means that the first agent joins the first call and directly talks to the contact object.

[0055] In some possible implementations, when the first information includes one of the following, the first agent may choose to take over the first call: the first intervention reason is that the outbound call system recognizes the intention to transfer to manual operation, the first intervention reason is that the outbound call system recognizes a preset business intention, the first intervention reason is that the outbound call system recognizes a preset first keyword, and the first priority of the first call that requires the agent to listen in or take over is greater than or equal to the first set priority that requires the agent to listen in or take over.

[0056] For instance, in the above example, based on the first reason for intervention in the first message (the outbound call system recognizes the preset keyword "forgot to repay"), the first agent can choose to take over the first call, talk directly with the contact person, assist the contact person in handling the repayment of overdue payments, and facilitate the collection of funds.

[0057] When the first information includes one of the following, the first agent may choose to listen in on the first call: the first intervention reason is that the number of words in a single round of conversation between the outbound call system and the contact object exceeds a preset word count threshold, or the first priority of the first call requiring the agent to listen in or take over is lower than the first set priority of the agent to listen in or take over.

[0058] It should be noted that the above only provides an exemplary description of the basis for the first agent to listen in on the first call and the basis for the first agent to take over the first call. In actual business scenarios, the first agent can determine whether to listen in or take over the first call based on the first information and in combination with actual conditions, and the present disclosure does not limit this.

[0059] After the first agent chooses to listen in on the first call, a first listening instruction is sent to the outbound call system. In other words, the first listening instruction is a command triggered when the first agent chooses to listen in on the first call based on the first information. After the first agent chooses to take over the first call, a takeover instruction is sent to the outbound call system. In other words, the takeover instruction is a command triggered when the first agent chooses to take over the first call based on the first information.

[0060] Step S204: when receiving a first listening instruction or a taking-over instruction triggered by the first agent in response to the first information, adding the first agent to the first call.

[0061] When receiving the first listening instruction triggered by the first agent in response to the first information, the outbound call system adds the first agent to the first call. After joining the first call, the first agent only listens to the first call and is in a state of only listening but not speaking, and does not participate in the conversation between the robot and the contact object.

[0062] When receiving the takeover instruction triggered by the first information from the first agent, the outbound call system joins the first agent in the first call. After joining the first call, the first agent takes over the first call from the robot and directly talks to the contact person, while the robot exits the first call.

[0063] The call processing method of the disclosed embodiment, when the outbound call system establishes a call connection with the contact object, first determines the first seat that may be needed for this call, and when the call meets the first intervention condition, promptly sends the call information of this call to the first seat, so that the first seat promptly determines whether to listen in or take over this call. It can be seen that in this way, the processing method of call transfer to seat can be simplified and the waiting time of call transfer to seat can be reduced, thereby improving the success rate of call transfer to seat.

[0064] The call processing method according to the embodiment of the present disclosure is described below.

[0065] In some possible implementations, a first pending list may be set for the first seat, and the first pending list includes calls to be listened in or taken over by the first seat. The calls in the first pending list may be sorted according to the waiting time, the priority of the calls to be listened in or taken over by the seat, the membership level of the contact object, etc. For example, the calls in the first pending list are sorted from high to low according to the priority of the calls to be listened in or taken over by the seat, and the calls of the same priority are sorted from large to small according to the waiting time.

[0066] It should be noted that the above description is only an exemplary description of the order of the calls in the first pending list. Those skilled in the art may set the specific order of the calls in the first pending list according to actual conditions, and the present disclosure does not limit this.

[0067] In some possible implementations, the first information also includes a first priority level for the first call that requires an agent to listen in or take over, and the method further includes: adding the first call to a first pending list of the first agent; when the first priority level is higher than a second priority level, in the first pending list, prompting the first agent to listen in or take over the first call, the second priority level includes a priority level for the second call that requires an agent to listen in or take over, and the second call includes a call that the first agent is currently handling.

[0068] The priority of a call that requires an agent to listen in or take over can be divided into multiple levels. For example, the priority of a call that requires an agent to listen in or take over can be divided into three levels, from high to low, namely L1, L2, and L3. The priority of the first call that requires an agent to listen in or take over can be regarded as the first priority. For example, if the priority of the first call that requires an agent to listen in or take over is L2, then the first priority is L2.

[0069] When the first call meets the first intervention condition, the outbound call system may also add the first call to the first pending list of the first agent when sending the first information of the first call to the first agent. The calls in the first pending list may be sorted from high to low according to the priority of the agent listening in or taking over. When adding the first call to the first pending list, the first target position of the first call in the first pending list may be determined according to the first priority of the agent listening in or taking over the first call, and then the first call may be added to the first target position in the first pending list.

[0070] After the first call is added to the first pending list of the first agent, it can be determined whether the first priority of the first call that needs to be listened in or taken over by the agent is higher than the second priority. The second priority here includes the priority of the second call that needs to be listened in or taken over by the agent. Among them, the second call includes the call being handled by the first agent, and the call being handled by the first agent includes the call being listened in by the first agent and the call being taken over by the first agent.

[0071] If the first priority is higher than the second priority, the first agent is prompted to listen in or take over the first call in the first pending list by highlighting, flashing, etc., so that the first agent pays attention to the first call in time and then listens in or takes over the first call in time. If the first priority is lower than the second priority, or the first priority is the same as the second priority, the first agent is left to listen in or take over the first call.

[0072] For example, assuming that the first agent's first pending list includes call A (ranked first), the first call (ranked second), call B (ranked third), and call C (ranked fourth), and the first agent is listening in on call Z, then call Z that the first agent is listening in on can be determined as the second call.

[0073] If the first priority (the priority of the first call that requires the agent to listen in or take over) is lower than the second priority (the priority of call Z that requires the agent to listen in or take over), or the first priority is the same as the second priority, wait for the first agent to listen in or take over the first call. If the first priority (the priority of the first call that requires the agent to listen in or take over) is higher than the second priority (the priority of call Z that requires the agent to listen in or take over), then the first agent can be prompted to listen in or take over the first call in the first pending list by highlighting, flashing, etc.

[0074] In an embodiment of the present disclosure, the first call can be added to the first waiting list of the first agent, and when the priority of the first call that requires the agent to listen in or take over is higher than the priority of the call being processed by the first agent, the first agent is prompted to take over or listen in on the first call in the first waiting list. Therefore, when the first agent is processing a low-priority call, the first agent can be prompted for the newly added high-priority first call in the first waiting list, so that the first agent can pay attention to the high-priority first call in time.

[0075] In some possible implementations, the method further includes: prompting the first agent to take over the first call if the first priority is greater than or equal to a first set priority that requires an agent to listen in or take over and the first agent listens in on the first call.

[0076] The first set priority may be the highest priority among the priorities of the calls that require the agent to listen in or take over. For example, assuming that the priorities of the calls that require the agent to listen in or take over are divided into three levels, from high to low, namely, level L1, level L2, and level L3, then the highest priority level L1 may be set as the first set priority.

[0077] The first set priority may also be the second highest priority among the priorities of the calls that require the agent to listen in or take over. For example, assuming that the priorities of the calls that require the agent to listen in or take over are divided into 5 levels, from high to low, they are L1, L2, L3, L4, and L5, then the second highest priority L2 may be set as the first set priority.

[0078] It should be noted that those skilled in the art may set the specific level of the first set priority according to actual conditions, and the present disclosure does not limit this.

[0079] If the first priority is greater than or equal to the first set priority, the first call can be considered to have a higher priority, and the first agent is recommended to take over the first call. If the first priority is greater than or equal to the first set priority and the first agent is listening in on the first call, the first agent can be prompted to take over the first call through front-end rendering, pop-up windows, message prompts, etc.

[0080] When the first priority is greater than or equal to the first set priority and the first agent listens in on the first call, the first agent may be prompted to take over the first call by highlighting, flashing, etc. in the first pending list of the first agent.

[0081] In the embodiment of the present disclosure, when the first priority is greater than or equal to the first set priority, the first call should be taken over by the first agent, and when the first agent chooses to listen in on the first call, the first agent can be prompted to take over the first call. In this way, the probability of the first call being taken over by the first agent can be increased.

[0082] In some possible implementations, the method also includes: during a first call between the outbound call system and the contact object, determining whether the first call satisfies a second intervention condition; if the first call satisfies the second intervention condition, determining a second agent corresponding to the first call; sending second information of the first call and the first call intention of the first call to the second agent; upon receiving a second eavesdropping instruction triggered by the second agent in response to the second information, adding the second agent to the first call; upon receiving a second call intention modified by the second agent in response to the first call intention, adjusting the conversation content between the outbound call system and the contact object according to the second call intention.

[0083] During the first call between the outbound call system and the contact object, the outbound call system can periodically (the specific duration of each period can be set according to the actual situation) determine whether the first call meets the second intervention condition. The second intervention condition refers to the condition that the intention recognition of the first call requires the assistance of the agent. It should be noted that the outbound call system's judgment on the second intervention condition is independent of the outbound call system's judgment on the first intervention condition, and the two do not affect each other.

[0084] The second intervention condition may include at least one of the following conditions: the outbound call system recognizes that the similarity between two rounds of conversations with the contact object is greater than or equal to a similarity threshold; the outbound call system recognizes a preset second keyword; the number of words in a single round of conversation between the outbound call system and the contact object exceeds a preset second word count threshold.

[0085] During the first call between the outbound call system and the contact object, the outbound call system may calculate the similarity between two rounds of dialogue between the robot and the contact object, where the two rounds of dialogue may be two adjacent rounds of dialogue, or two rounds of dialogue in the most recent preset rounds (e.g., three rounds or five rounds). The similarity between the two rounds of dialogue may be the similarity between the texts of the two rounds of dialogue. It may be calculated by cosine similarity, Euclidean distance, etc. When the similarity between the two rounds of dialogue is greater than or equal to a preset similarity threshold, it may be considered that the first call meets the second intervention condition.

[0086] During the first call between the outbound call system and the contact object, the outbound call system can perform voice recognition on the conversation between the robot and the contact object to obtain the conversation text, and then determine whether the conversation text includes the preset second keyword. If the conversation text includes the preset second keyword, it is considered that the first call meets the second intervention condition. Among them, the preset second keyword includes keywords related to unclear intention recognition, and those skilled in the art can set it according to actual conditions. For example, assuming that the outbound call system is a collection type outbound call system, the keyword "did not hear clearly" related to unclear intention recognition can be determined as the preset second keyword.

[0087] For example, assuming that the preset second keyword includes "didn't hear clearly", the conversation between the robot built into the outbound call system and the contact person is as follows:

[0088] Robot: Hello, are you Mr. A?

[0089] Contact: Yes (but there was a lot of background noise)

[0090] (The outbound call system recognizes the spoken text of the contact person: OK, hello; the outbound call system performs intent recognition: No intent)

[0091] Robot: Sorry, I didn’t hear you clearly. Are you Mr. A?

[0092] In the above conversation text, when the robot said "Sorry, I didn't hear clearly", the outbound call system identified the preset second keyword "didn't hear clearly" from the conversation text between the robot and the contact person, and it can be considered that the first call meets the second intervention condition.

[0093] During the first call between the outbound call system and the contact object, the outbound call system can also count the number of words in each single round of dialogue between the robot and the contact object. A single round of dialogue refers to a dialogue involving only one question and a corresponding answer. If the number of words in the single round of dialogue exceeds the preset second word count threshold, it is considered that the first call meets the second intervention condition.

[0094] It should be noted that the second intervention condition may also include other conditions. Those skilled in the art may set the specific content of the second intervention condition according to actual business applications, and the present disclosure does not limit this.

[0095] When the first call meets the second intervention condition, a second seat corresponding to the first call is determined. The second seat can also be called a silent seat or an auxiliary seat, which is used to assist the outbound call system in completing the intention recognition of the first call. It should be noted that although the first seat and the second seat are both seats, they are different. The first seat is the seat that listens in or takes over the first call, and the second seat is the seat that assists the outbound call system in completing the intention recognition of the first call.

[0096] When determining the second seat corresponding to the first call, the second seat corresponding to the first call may be determined according to the number of calls for which the seat needs to assist in the intention recognition.

[0097] For example, assuming that there are three seats dedicated to assisting in intent recognition, namely seat 1, seat 2, and seat 3, and the number of calls that require seat 1 to assist in intent recognition is 5, the number of calls that require seat 2 to assist in intent recognition is 8, and the number of calls that require seat 3 to assist in intent recognition is 6, then seat 1, which has the least number, can be determined as the second seat corresponding to the first call. That is, the seat with the least number of calls that require assistance in intent recognition is determined as the second seat corresponding to the first call.

[0098] After determining the second seat corresponding to the first call, the second information of the first call and the first call intention of the first call can be sent to the second seat. The second information includes the second call information between the outbound call system and the contact object, and the second call information includes the call ID of the first call, the call content (such as the conversation text), the second intervention reason (determined according to the satisfied second intervention condition), etc. The first call intention is the intention of the contact object identified by the outbound call system.

[0099] After receiving the second information, the second agent can choose to listen in on the first call based on the second information. After the second agent chooses to listen in on the first call, a second listening instruction is sent to the outbound call system. In other words, the second listening instruction is a command triggered when the second agent chooses to listen in on the first call based on the second information.

[0100] When the outbound call system receives the second listening instruction triggered by the second agent in response to the second information, the second agent joins the first call. After joining the first call, the second agent can listen to the first call and judge whether the first call intention is correct based on the second information and the content of the listened conversation. If the second agent believes that the first call intention is incorrect, the first call intention is corrected to obtain the second call intention, and the second call intention is sent to the outbound call system. After receiving the second call intention, the outbound call system adjusts the content of the conversation with the contact person based on the second call intention.

[0101] When the second agent is listening in on the first call, the outbound call system will send the real-time conversation content and the corresponding call intention of the first call to the second agent so that the second agent can modify the call intention until the second agent exits the first call, i.e. stops listening in on the first call. It should be noted that the second agent can decide the end time of listening in based on the actual conversation situation of the first call.

[0102] In an embodiment of the present disclosure, during a first call between an outbound call system and a contact object, if the first call satisfies a second intervention condition, the outbound call system determines a second agent corresponding to the first call, and sends the second information of the first call and the first call intention to the second agent, so that the second agent determines whether it is necessary to listen in on the first call; upon receiving a second listening instruction triggered by the second agent in response to the second information, the second agent is added to the first call. After the second agent joins the first call, the first call intention can be modified to obtain a second call intention; the outbound call system adjusts the content of the conversation with the contact object according to the second call intention, so that the call intention during the call between the robot and the contact object can be modified through the second agent, thereby improving the accuracy of intention recognition.

[0103] In some possible implementations, the method further includes: determining the conversation content between the outbound call system and the contact object according to the first call intention when the second call intention is not received within a preset time period.

[0104] If the outbound calling system does not receive the second call intention sent by the second agent within the preset time, it can be considered that the first call intention is correct and no correction is required. The content of the conversation between the outbound calling system and the contact object is determined directly based on the first call intention.

[0105] In an embodiment of the present disclosure, when the second call intention sent by the second agent is not received within a preset time period, the first call intention is used to determine the conversation content, thereby improving call efficiency.

[0106] In some possible implementations, a second pending list may be set for the second seat. The second pending list includes calls to be listened in by the second seat. The calls in the second pending list may be sorted according to the waiting time, the priority of the call that needs the assistance of the seat for intent recognition, the membership level of the contact object, etc. For example, the calls in the second pending list are sorted from high to low according to the priority of the call that needs the assistance of the seat for intent recognition, and the calls of the same priority are sorted from large to small according to the waiting time.

[0107] It should be noted that the above description is only an exemplary description of the order of the calls in the second pending list. Those skilled in the art may set the specific order of the calls in the second pending list according to actual conditions, and the present disclosure does not limit this.

[0108] In some possible implementations, the second information also includes a third priority level of the first call that requires agent assistance in intent identification, and the method also includes: adding the first call to a second pending list of the second agent; and prompting the second agent in the second pending list to sit in on the first call when the third priority level is greater than or equal to the second set priority level that requires agent assistance in intent identification.

[0109] The priority of the call that requires the assistance of the seat to identify the intent can be divided into multiple levels. For example, the priority of the call that requires the assistance of the seat to identify the intent is divided into 3 levels, from high to low, namely P1, P2, and P3. The priority of the first call that requires the assistance of the seat to identify the intent can be regarded as the third priority. For example, if the priority of the first call that requires the assistance of the seat to identify the intent is P2, then the third priority is P2.

[0110] When the first call meets the second intervention condition, the outbound call system may also add the first call to the second pending list of the second agent when sending the second information of the first call to the second agent. The calls in the second pending list may be sorted from high to low according to the priority of the calls requiring agent assistance for intent recognition. When adding the first call to the second pending list, the second target position of the first call in the second pending list may be determined according to the third priority of the first call requiring agent assistance for intent recognition, and then the first call may be added to the second target position in the second pending list.

[0111] After the first call is added to the second pending list, it can be determined whether the third priority is greater than or equal to the second set priority for requiring agent assistance for intent recognition. The second set priority can be the highest priority among the priorities for calls requiring agent assistance for intent recognition. For example, assuming that the priorities for calls requiring agent assistance for intent recognition are divided into three levels, from high to low, namely P1, P2, and P3, then the highest priority level P1 can be set as the second set priority.

[0112] The second set priority may also be the second highest priority among the priorities for which the call requires the assistance of the seat in the intent recognition. For example, assuming that the priority for which the call requires the assistance of the seat in the intent recognition can be divided into five levels, from high to low, P1, P2, P3, P4, and P5, then the second highest priority level P2 may be set as the second set priority.

[0113] It should be noted that those skilled in the art may set the level of the second set priority according to actual conditions, and the present disclosure does not limit this.

[0114] If the third priority is greater than or equal to the second set priority, it can be considered that the first call has a higher priority and requires the assistance of the seat to identify the intention. The second seat can be prompted to listen in on the first call in the second pending list by highlighting, flashing, etc.

[0115] In an embodiment of the present disclosure, the first call can be added to the second pending list of the second agent, and when the priority of the first call requiring agent assistance for intent recognition is higher than the second set priority, the second agent is prompted to sit in on the first call in the second pending list, so that the first agent can pay attention to the first call with a higher priority in a timely manner.

[0116] In some possible implementations, after the second agent joins the first call, the method further includes: after the first agent takes over the first call, removing the second agent from the first call.

[0117] During the first call between the outbound call system and the contact person, the second agent corresponding to the first call can listen to the first call to correct the call intention. At the same time, the first agent corresponding to the first call can also listen to the first call. In other words, the second agent's listening to the first call is independent of the first agent's listening to the first call, and the two will exist at the same time.

[0118] After the second agent joins the first call, if the first agent takes over the first call, there is no need to modify the call intention, and the second agent can be stopped from listening to the first call, that is, the second agent is removed from the first call.

[0119] In an embodiment of the present disclosure, after the second seat joins the first call, if the first seat takes over the first call, the second seat is moved out of the first call, so that the second seat can be released in time after the first seat takes over the first call to reduce the occupancy of the second seat.

[0120] Figure 3 A schematic diagram of a process of a call processing method provided by an embodiment of the present disclosure. Figure 3 , the processing process of the call processing method includes:

[0121] Step 1: the outbound call system 310 establishes a call connection with the contact object 320;

[0122] Step 2: when the outbound call system 310 establishes a call connection with the contact object 320, determine the first seat 340 corresponding to the call connection;

[0123] Step 3: The robot (not shown in the figure) built into the outbound calling system 310 makes a first call with the contact object 320;

[0124] Step 4: During the first call between the outbound call system 310 and the contact object 320, the outbound call system 310 periodically determines whether the first call satisfies the second intervention condition, and determines the second agent 330 corresponding to the first call if the first call satisfies the second intervention condition;

[0125] Step 5: Send the second information of the first call and the first call intention of the first call to the second seat 330, so that the second seat 330 chooses to listen to the first call according to the second information, and modifies the first call intention to obtain the second call intention;

[0126] Step 6: When the outbound call system 310 receives the second call intention modified by the second agent 330 based on the first call intention, it adjusts the conversation content with the contact object 320 according to the second call intention;

[0127] Step 7, the outbound call system 310 conducts the next round of dialogue with the contact object 320 according to the adjusted dialogue content;

[0128] Step 8: During the first call between the outbound call system 310 and the contact object 320, the outbound call system 310 periodically determines whether the first call satisfies the first intervention condition. If the first call satisfies the first intervention condition, the first information of the first call is sent to the first agent 340, so that the first agent 340 can listen in on or take over the first call.

[0129] Step nine: when receiving the first listening instruction or taking over instruction triggered by the first agent 340 in response to the first information, adding the first agent 340 to the first call.

[0130] It should be noted that although Figure 3 In the above steps, the judgment of satisfying the second intervention condition and the related processing and the judgment of satisfying the first intervention condition and the related processing are illustrated in sequence, but in actual application, the two are executed independently without any sequence.

[0131] It can be understood that the above-mentioned various method embodiments mentioned in the present disclosure can be combined with each other to form a combined embodiment without violating the principle logic. Due to space limitations, the present disclosure will not repeat them. It can be understood by those skilled in the art that in the above-mentioned method of the specific implementation method, the specific execution order of each step should be determined according to its function and possible internal logic.

[0132] In addition, the present disclosure also provides a call processing device, an electronic device, and a computer-readable storage medium, all of which can be used to implement any call processing method provided by the present disclosure. The corresponding technical solutions and descriptions are referred to the corresponding records in the method part and will not be repeated here.

[0133] Figure 4 A block diagram of a call processing device provided in an embodiment of the present disclosure.

[0134] Reference Figure 4 The present disclosure provides a call processing device, the call processing device 40 comprising:

[0135] A first seat determination module 41, configured to determine a first seat corresponding to a call connection when the outbound call system establishes a call connection with a contact object;

[0136] A first judgment module 42 is used to judge whether a first intervention condition is met during a first call between the outbound call system and the contact object;

[0137] A first sending module 43, configured to send first information of the first call to the first agent if the first call satisfies the first intervention condition, the first information including first call information between the outbound call system and the contact object;

[0138] The first joining module 44 is configured to join the first agent in the first call upon receiving a first listening instruction or a taking over instruction triggered by the first agent in response to the first information.

[0139] In some possible implementations, the first information also includes a first priority level at which the first call needs to be listened in or taken over by an agent, and the device also includes: a first adding module, used to add the first call to a first to-be-processed list of the first agent; a first prompting module, used to prompt the first agent in the first to-be-processed list to listen in or take over the first call when the first priority level is higher than a second priority level, the second priority level includes a priority level at which the second call needs to be listened in or taken over by an agent, and the second call includes a call being processed by the first agent.

[0140] In some possible implementations, the device further includes: a second prompting module, configured to prompt the first agent to take over the first call when the first priority is greater than or equal to a first set priority that requires an agent to listen in or take over and the first agent listens in on the first call.

[0141] In some possible implementations, the device also includes: a second judgment module, used to judge whether the first call meets the second intervention condition during the first call between the outbound call system and the contact object; a second seat determination module, used to determine the second seat corresponding to the first call when the first call meets the second intervention condition; a second sending module, used to send the second information of the first call and the first call intention of the first call to the second seat; a second joining module, used to add the second seat to the first call when receiving a second eavesdropping instruction triggered by the second seat in response to the second information; and an adjustment module, used to adjust the conversation content between the outbound call system and the contact object according to the second call intention when receiving a second call intention modified by the second seat in response to the first call intention.

[0142] In some possible implementations, after the second agent joins the first call, the device further includes: a removal module, configured to remove the second agent from the first call after the first agent takes over the first call.

[0143] In some possible implementations, the second information also includes a third priority level of the first call that requires agent assistance in intent identification, and the device also includes: a second adding module, used to add the first call to a second pending list of the second agent; a third prompting module, used to prompt the second agent in the second pending list to sit in on the first call when the third priority level is greater than or equal to the second set priority level that requires agent assistance in intent identification.

[0144] Each module in the above-mentioned call processing device can be implemented in whole or in part by software, hardware or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute the operations corresponding to each module.

[0145] Figure 5 A block diagram of an electronic device provided in an embodiment of the present disclosure.

[0146] Reference Figure 5 An embodiment of the present disclosure provides an electronic device, which includes: at least one processor 701; at least one memory 702, and one or more I / O interfaces 703, connected between the processor 701 and the memory 702; wherein the memory 702 stores one or more computer programs that can be executed by the at least one processor 701, and the one or more computer programs are executed by the at least one processor 701 so that the at least one processor 701 can execute the above-mentioned call processing method.

[0147] Each module in the above electronic device can be implemented in whole or in part by software, hardware, or a combination thereof. Each module can be embedded in or independent of a processor in a computer device in the form of hardware, or can be stored in a memory in a computer device in the form of software, so that the processor can call and execute operations corresponding to each module.

[0148] The present disclosure also provides a computer-readable storage medium on which a computer program is stored, wherein the computer program implements the above-mentioned call processing method when executed by a processor / processing core. The computer-readable storage medium may be a volatile or non-volatile computer-readable storage medium.

[0149] The embodiment of the present disclosure also provides a computer program product, including a computer-readable code, or a non-volatile computer-readable storage medium carrying the computer-readable code. When the computer-readable code runs in a processor of an electronic device, the processor in the electronic device executes the above-mentioned call processing method.

[0150] It will be appreciated by those skilled in the art that all or some of the steps, systems, and functional modules / units in the methods disclosed above may be implemented as software, firmware, hardware, and appropriate combinations thereof. In a hardware implementation, the division between the functional modules / units mentioned in the above description does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed by several physical components in cooperation. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, a digital signal processor, or a microprocessor, or may be implemented as hardware, or may be implemented as an integrated circuit, such as an application-specific integrated circuit. Such software may be distributed on a computer-readable storage medium, which may include a computer storage medium (or a non-transitory medium) and a communication medium (or a temporary medium).

[0151] As is known to those of ordinary skill in the art, the term computer storage media includes volatile and nonvolatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable program instructions, data structures, program modules or other data). Computer storage media include, but are not limited to, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), static random access memory (SRAM), flash memory or other memory technology, portable compact disk read-only memory (CD-ROM), digital versatile disk (DVD) or other optical disk storage, magnetic cassettes, magnetic tapes, magnetic disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and can be accessed by a computer. In addition, it is known to those of ordinary skill in the art that communication media typically contain computer-readable program instructions, data structures, program modules or other data in a modulated data signal such as a carrier wave or other transmission mechanism, and may include any information delivery medium.

[0152] The computer-readable program instructions described herein can be downloaded from a computer-readable storage medium to each computing / processing device, or downloaded to an external computer or external storage device via a network, such as the Internet, a local area network, a wide area network, and / or a wireless network. The network can include copper transmission cables, optical fiber transmissions, wireless transmissions, routers, firewalls, switches, gateway computers, and / or edge servers. The network adapter card or network interface in each computing / processing device receives the computer-readable program instructions from the network and forwards the computer-readable program instructions for storage in the computer-readable storage medium in each computing / processing device.

[0153] The computer program instructions for performing the operation of the present disclosure may be assembly instructions, instruction set architecture (ISA) instructions, machine instructions, machine-related instructions, microcode, firmware instructions, state setting data, or source code or object code written in any combination of one or more programming languages, including object-oriented programming languages, such as Smalltalk, C++, etc., and conventional procedural programming languages, such as "C" language or similar programming languages. Computer-readable program instructions may be executed completely on a user's computer, partially on a user's computer, as an independent software package, partially on a user's computer, partially on a remote computer, or completely on a remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer via any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., using an Internet service provider to connect via the Internet). In some embodiments, an electronic circuit, such as a programmable logic circuit, a field programmable gate array (FPGA), or a programmable logic array (PLA), may be customized by utilizing the state information of the computer-readable program instructions, and the electronic circuit may execute the computer-readable program instructions, thereby realizing various aspects of the present disclosure.

[0154] The computer program product described herein may be implemented in hardware, software, or a combination thereof. In one optional embodiment, the computer program product is embodied as a computer storage medium, and in another optional embodiment, the computer program product is embodied as a software product, such as a software development kit (SDK), etc.

[0155] Various aspects of the present disclosure are described herein with reference to the flowcharts and / or block diagrams of the methods, devices (systems) and computer program products according to the embodiments of the present disclosure. It should be understood that each box in the flowchart and / or block diagram and the combination of each box in the flowchart and / or block diagram can be implemented by computer-readable program instructions.

[0156] These computer-readable program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing device, thereby producing a machine, so that when these instructions are executed by the processor of the computer or other programmable data processing device, a device that implements the functions / actions specified in one or more boxes in the flowchart and / or block diagram is generated. These computer-readable program instructions can also be stored in a computer-readable storage medium, and these instructions cause the computer, programmable data processing device, and / or other equipment to work in a specific manner, so that the computer-readable medium storing the instructions includes a manufactured product, which includes instructions for implementing various aspects of the functions / actions specified in one or more boxes in the flowchart and / or block diagram.

[0157] Computer-readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other device so that a series of operating steps are performed on the computer, other programmable data processing apparatus, or other device to produce a computer-implemented process, thereby causing the instructions executed on the computer, other programmable data processing apparatus, or other device to implement the functions / actions specified in one or more boxes in the flowchart and / or block diagram.

[0158] The flow chart and block diagram in the accompanying drawings show the possible architecture, function and operation of the system, method and computer program product according to multiple embodiments of the present disclosure. In this regard, each square box in the flow chart or block diagram can represent a part of a module, program segment or instruction, and a part of the module, program segment or instruction includes one or more executable instructions for realizing the specified logical function. In some alternative implementations, the function marked in the square box can also occur in a sequence different from that marked in the accompanying drawings. For example, two continuous square boxes can actually be executed substantially in parallel, and they can sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each square box in the block diagram and / or flow chart, and the combination of the square boxes in the block diagram and / or flow chart can be implemented with a dedicated hardware-based system that performs the specified function or action, or can be implemented with a combination of special hardware and computer instructions.

[0159] Example embodiments have been disclosed herein, and although specific terms are employed, they are used and should be interpreted only in a general illustrative sense and not for limiting purposes. In some instances, it will be apparent to those skilled in the art that, unless otherwise expressly noted, features, characteristics, and / or elements described in conjunction with a particular embodiment may be used alone or in combination with features, characteristics, and / or elements described in conjunction with other embodiments. Therefore, those skilled in the art will appreciate that various changes in form and detail may be made without departing from the scope of the present disclosure as set forth in the appended claims.

Claims

1. A call processing method, characterized in that: The method comprises: When the outbound call system establishes a call connection with the contact object, determining a first agent corresponding to the call connection; During a first call between the outbound call system and the contact object, determining whether the first call satisfies a first intervention condition; If the first call satisfies the first intervention condition, sending first information of the first call to the first agent, the first information including first call information between the outbound call system and the contact object; When a first listening instruction or a taking-over instruction triggered by the first agent in response to the first information is received, the first agent is added to the first call.

2. The method according to claim 1, characterized in that The first information also includes a first priority level of the first call that requires an agent to listen in or take over. The method also includes: Adding the first call to a first pending list of the first agent; When the first priority is higher than the second priority, in the first pending list, the first agent is prompted to listen in or take over the first call, the second priority includes the priority of the second call that requires the agent to listen in or take over, and the second call includes the call being processed by the first agent.

3. The method according to claim 2, characterized in that The method further comprises: When the first priority is greater than or equal to a first set priority that requires an agent to listen in or take over the call and the first agent listens in on the first call, the first agent is prompted to take over the first call.

4. The method according to claim 1, characterized in that: The method further comprises: During the first call between the outbound call system and the contact object, determining whether the first call satisfies a second intervention condition; If the first call satisfies a second intervention condition, determining a second seat corresponding to the first call; Sending the second information of the first call and the first call intention of the first call to the second agent; When receiving a second listening instruction triggered by the second agent in response to the second information, adding the second agent to the first call; When receiving the second call intention modified by the second agent based on the first call intention, the conversation content between the outbound call system and the contact object is adjusted according to the second call intention.

5. The method according to claim 4, characterized in that After the second agent joins the first call, the method further includes: after the first agent takes over the first call, removing the second agent from the first call.

6. The method according to claim 4, characterized in that The second information also includes a third priority level of the first call requiring agent assistance in intent recognition, and the method further includes: Adding the first call to a second pending list of the second agent; When the third priority is greater than or equal to the second set priority requiring agent assistance in intent recognition, in the second pending list, the second agent is prompted to sit in on the first call.

7. A call processing device, characterized in that: The device comprises: A first seat determination module, used for determining a first seat corresponding to a call connection when the outbound call system establishes a call connection with a contact object; A first judgment module, used for judging whether a first intervention condition is satisfied during a first call between the outbound call system and the contact object; A first sending module, configured to send first information of the first call to the first agent if the first call satisfies the first intervention condition, the first information including first call information between the outbound call system and the contact object; A first joining module is configured to join the first agent in the first call upon receiving a first listening instruction or a taking over instruction triggered by the first agent in response to the first information.

8. An electronic device, characterized in that: include: at least one processor; as well as a memory communicatively connected to the at least one processor; wherein, The memory stores one or more computer programs that can be executed by the at least one processor, and the one or more computer programs are executed by the at least one processor to enable the at least one processor to perform the call processing method according to any one of claims 1 to 6.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the call processing method according to any one of claims 1 to 6 is implemented.

10. A computer program product, characterized in that The invention comprises a computer-readable code or a non-volatile computer-readable storage medium carrying the computer-readable code. When the computer-readable code runs in a processor of an electronic device, the processor in the electronic device executes the call processing method as described in any one of claims 1 to 6.

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