Communication service handling method and device, equipment and medium

Abstract

The invention provides a communication service handling method and device, equipment and a medium, which can be applied to the field of computers. In the method, after a server establishes video communication connection with a user terminal and a service handling terminal, the service handling terminal sends an authentication instruction to the user terminal; the user terminal sends user data and video data to the server through video communication connection; the server generates an authentication result according to the user data and the video data, and sends the authentication result to the business handling terminal through the video communication connection; and the service handling terminal carries out service handling when the authentication result indicates that the user authentication is passed. According to the scheme, remote user identity authentication and service handling are realized in a video communication connection mode, and the service handling efficiency is effectively improved.

Description

Technical Field

[0001] This application relates to the field of computers, and in particular, to a method, apparatus, device, and medium for handling communication services. Background Art

[0002] With the development of technology, for some communication services that do not require user identity authentication, when users want to handle these services, they can handle them online, saving users' time.

[0003] In the prior art, for communication services that require user identity authentication, such as: account opening services, transfer of ownership services, changes to existing services, etc., users need to perform identity authentication offline before they can be handled to ensure the rights and interests and information security of users.

[0004] In summary, the existing method for handling communication services requires users to handle them offline, resulting in low service handling efficiency. Summary of the Invention

[0005] This application provides a method, apparatus, device, and medium for handling communication services to solve the problem that the existing method for handling communication services requires users to handle them offline, resulting in low service handling efficiency.

[0006] In a first aspect, this application provides a method for handling communication services, which is applied to a user terminal. The method includes:

[0007] Receiving an authentication instruction sent by a service handling terminal;

[0008] In response to the user's operation of uploading user data, through a video communication connection with the server, sending the user data input by the user and the acquired video data to the server.

[0009] Optionally, in the method as described above, before receiving the authentication instruction sent by the service handling terminal, the method further includes:

[0010] In response to the user's video connection operation, obtaining the Internet Protocol address of the server;

[0011] Establishing a video communication connection with the server according to the Internet Protocol address;

[0012] Sending a service handling request to the server through the video communication connection, where the service handling request includes the terminal identifier of the service handling terminal or a service identifier.

[0013] In a second aspect, this application provides a method for handling communication services, which is applied to a server. The method includes:

[0014] Receive user data and video data sent by the user terminal through a video communication connection with the user terminal;

[0015] Generate an authentication result based on the user data and the video data, where the authentication result is used to indicate that user authentication is passed or user authentication fails;

[0016] Send the authentication result to the service handling terminal through a video communication connection with the service handling terminal.

[0017] Optionally, in the method as described above, before receiving the user data and the video data sent by the user terminal through the video communication connection with the user terminal, the method further includes:

[0018] Establish a video communication connection with the user terminal;

[0019] Receive a service handling request sent by the user terminal through the video communication connection, where the service handling request includes the terminal identifier or service identifier of the service handling terminal;

[0020] Establish a video communication connection with the service handling terminal according to the service handling request.

[0021] Optionally, in the method as described above, establishing a video communication connection with the service handling terminal according to the service handling request includes:

[0022] If the service handling request includes the terminal identifier, establish a video communication connection with the service handling terminal corresponding to the terminal identifier according to the terminal identifier;

[0023] If the service handling request includes the service identifier, determine at least one to-be-selected terminal identifier corresponding to the service identifier;

[0024] Determine at least one process terminal identifier with an operating state of idle state from the at least one to-be-selected terminal identifier;

[0025] Select a target terminal identifier from the at least one process terminal identifier;

[0026] Establish a video communication connection with the service handling terminal corresponding to the target terminal identifier according to the target terminal identifier.

[0027] Optionally, in the method as described above, the method further includes:

[0028] Modify the operating state of the terminal identifier corresponding to the service handling terminal to an occupied state;

[0029] When the video communication connection established with the service handling terminal is disconnected, change the running state of the terminal identifier corresponding to the service handling terminal to the idle state.

[0030] Optionally, in the method as described above, the method further includes:

[0031] Receive first video data sent by the user terminal through the video communication connection established with the user terminal;

[0032] Send the first video data to the service handling terminal through the video communication connection established with the service handling terminal;

[0033] Receive second video data sent by the service handling terminal through the video communication connection established with the service handling terminal;

[0034] Send the second video data to the user terminal through the video communication connection established with the user terminal;

[0035] When the video communication connection established with the user terminal and the video communication connection established with the service handling terminal are disconnected, store the first video data, the second video data, and the user data after establishing a corresponding relationship.

[0036] In a third aspect, the present application provides a communication service handling method, which is applied to a service handling terminal, and the method includes:

[0037] In response to the authentication operation of the staff, send an authentication instruction to the user terminal;

[0038] Receive the authentication result sent by the server through the video communication connection with the server, and the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed;

[0039] If the authentication result indicates that the user authentication is passed, perform service handling.

[0040] In a fourth aspect, the present application provides a communication service handling device, including:

[0041] A receiving module, configured to receive the authentication instruction sent by the service handling terminal;

[0042] A sending module, configured to, in response to the user's operation of uploading user data, send the user input user data and the acquired video data to the server through the video communication connection with the server.

[0043] In a fifth aspect, the present application provides a communication service handling device, including:

[0044] A receiving module, configured to receive user data and video data sent by the user terminal through a video communication connection with the user terminal;

[0045] A processing module, configured to generate an authentication result according to the user data and the video data, where the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed;

[0046] A sending module, configured to send the authentication result to the service handling terminal through a video communication connection with the service handling terminal.

[0047] In a sixth aspect, the present application provides a communication service handling device, including:

[0048] A sending module, configured to send an authentication instruction to the user terminal in response to an authentication operation of a staff member;

[0049] A receiving module, configured to receive an authentication result sent by the server through a video communication connection with the server, where the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed;

[0050] A processing module, configured to perform service handling if the authentication result indicates that the user authentication is passed.

[0051] In a seventh aspect, the present application provides a terminal device, including:

[0052] A processor, a memory, and a communication interface;

[0053] The memory is used to store executable instructions of the processor;

[0054] Wherein, the processor is configured to execute the communication service handling method according to any one of the first aspect by executing the executable instructions.

[0055] In an eighth aspect, the present application provides a server, including:

[0056] A processor, a memory, and a communication interface;

[0057] The memory is used to store executable instructions of the processor;

[0058] Wherein, the processor is configured to execute the communication service handling method according to any one of the second aspect by executing the executable instructions.

[0059] In a ninth aspect, the present application provides a terminal device, including:

[0060] A processor, a memory, and a communication interface;

[0061] The memory is used to store executable instructions of the processor;

[0062] Among them, the processor is configured to execute the communication service handling method described in the third aspect by executing the executable instructions.

[0063] In a tenth aspect, the present application provides a readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, it implements the communication service handling method described in any one of the first aspect to the third aspect.

[0064] For the communication service handling method, device, equipment and medium provided by the present application, after establishing a video communication connection between the server, the user terminal and the service handling terminal, the service handling terminal sends an authentication instruction to the user terminal; the user terminal sends user data and video data to the server through the video communication connection; after the server generates an authentication result based on the user data and the video data, it sends the authentication result to the service handling terminal through the video communication connection; when the authentication result indicates that the user authentication is passed, the service handling terminal performs service handling. This solution realizes remote user identity authentication and service handling through the video communication connection, effectively improving the service handling efficiency. BRIEF DESCRIPTION OF THE DRAWINGS

[0065] The drawings here are incorporated into the description and form a part of this description, showing embodiments consistent with the present application and used together with the description to explain the principles of the present application.

[0066] Figure 1 It is a schematic flowchart of the first embodiment of the communication service handling method provided by the present application;

[0067] Figure 2 It is a schematic flowchart of the second embodiment of the communication service handling method provided by the present application;

[0068] Figure 3 It is a schematic flowchart of the third embodiment of the communication service handling method provided by the present application;

[0069] Figure 4 It is a schematic flowchart of the fourth embodiment of the communication service handling method provided by the present application;

[0070] Figure 5 It is a schematic structural diagram of the first embodiment of the communication service handling device provided by the present application;

[0071] Figure 6 It is a schematic structural diagram of the second embodiment of the communication service handling device provided by the present application;

[0072] Figure 7 It is a schematic structural diagram of the third embodiment of the communication service handling device provided by the present application;

[0073] Figure 8 It is a schematic structural diagram of a terminal device provided by the present applicationFigure 1 ;

[0074] Figure 9 A schematic structural diagram of a server provided by this application;

[0075] Figure 10 A schematic structural diagram of a terminal device provided by this application Figure 2 .

[0076] Through the above-mentioned drawings, specific embodiments of this application have been shown, and there will be more detailed descriptions hereinafter. These drawings and textual descriptions are not intended to limit the scope of the concept of this application in any way, but to illustrate the concept of this application to those skilled in the art by referring to specific embodiments. Detailed implementation manners

[0077] Exemplary embodiments will be described in detail herein, and examples thereof are shown in the drawings. When the following description refers to the drawings, unless otherwise indicated, the same numbers in different drawings represent the same or similar elements. The implementation manners described in the following exemplary embodiments do not represent all implementation manners consistent with this application. On the contrary, they are merely examples of devices and methods consistent with some aspects of this application as detailed in the appended claims.

[0078] The terms "first", "second", "third", "fourth", etc. (if any) in the specification, claims and above-mentioned drawings of this application are used to distinguish similar objects, and do not necessarily have to be used to describe a specific order or sequence. It should be understood that the data used in this way can be interchanged under appropriate circumstances so that the embodiments of this application described here can be implemented in an order other than those illustrated or described here. In addition, the terms "comprising" and "having" and any variations thereof are intended to cover non-exclusive inclusion. For example, a process, method, system, product or device that includes a series of steps or units does not necessarily have to be limited to those steps or units clearly listed, but may include other steps or units not clearly listed or inherent to these processes, methods, products or devices.

[0079] It should be noted that the user information (including but not limited to user device information, user personal information, etc.) and data (including but not limited to data for analysis, stored data, displayed data, etc.) involved in this application are all information and data authorized by the user or fully authorized by all parties, and the collection, use and processing of relevant data need to comply with relevant laws, regulations and standards, and corresponding operation entrances are provided for users to select authorization or rejection.

[0080] With the development of technology, for some communication services that do not require user identity authentication, when users want to handle these services, they can handle them online, saving users' time.

[0081] In the prior art, for communication services that require user identity authentication, such as account opening services, transfer of ownership services, and changes to existing services, users need to undergo identity authentication offline before they can handle these services to ensure the rights and interests of users and information security. However, there is a problem of low service handling efficiency.

[0082] In view of the problems existing in the prior art, the inventor found during the research on the communication service handling method that the reason why users need to handle services offline in the prior art is that the process of user identity authentication needs to be completed offline. Therefore, implementing this process online can improve the service handling efficiency. After the server establishes a video communication connection with the user terminal and the service handling terminal, the service handling terminal sends an authentication instruction to the user terminal; the user terminal sends user data and video data to the server through the video communication connection; after the server generates an authentication result based on the user data and video data, it sends the result to the service handling terminal through the video communication connection; when the authentication result indicates that the user authentication is passed, the service handling terminal conducts service handling, effectively improving the service handling efficiency. Based on the above inventive concept, the communication service handling solution in this application is designed.

[0083] The following provides an example description of the application scenario of the communication service handling method provided in this application.

[0084] Exemplarily, in this application scenario, when a user wants to handle an account opening service, the user uses the user terminal to log in to the service system. The user terminal establishes a video communication connection with the server according to the obtained Internet Protocol (IP) address of the server, and then sends a service handling request to the server through the video communication connection. The server establishes a video communication connection with the service handling terminal according to the service handling request.

[0085] The user and the staff can achieve a video call through the user terminal and the service handling terminal. In response to the authentication operation of the staff, the service handling terminal sends an authentication instruction to the user terminal.

[0086] The user terminal sends user data and video data to the server through the video communication connection; after the server generates an authentication result based on the user data and video data, it sends the result to the service handling terminal through the video communication connection; when the authentication result indicates that the user authentication is passed, the service handling terminal conducts the account opening service handling.

[0087] It should be noted that the above scenario is only an example of an application scenario provided by the embodiments of this application. The embodiments of this application do not limit the actual forms of various devices included in this scenario. In the specific application of the solution, it can be set according to actual needs.

[0088] Next, the technical solutions of the present application will be described in detail through specific embodiments. It should be noted that the following several specific embodiments can be combined with each other, and the same or similar concepts or processes may not be repeated in some embodiments.

[0089] Figure 1 FIG. 4 is a schematic flowchart of the first embodiment of the communication service handling method provided by the present application. After the server, the user terminal, and the service handling terminal establish a video communication connection in the embodiments of the present application, the situation of realizing user identity authentication and service handling through the video communication connection is described. The method in this embodiment can be implemented by software, hardware, or a combination of software and hardware. As Figure 1 shown, the communication service handling method specifically includes the following steps:

[0090] S101: In response to the authentication operation of the staff, the service handling terminal sends an authentication instruction to the user terminal.

[0091] When a user needs to handle a service, a video communication connection can be established between the user terminal and the server, and then a video communication connection is established between the server and the service handling terminal, and the user and the staff can conduct video communication.

[0092] In this step, since user identity authentication is required for handling the service, the service handling terminal sends an authentication instruction to the user terminal in response to the authentication operation of the staff.

[0093] S102: After receiving the authentication instruction sent by the service handling terminal, the user terminal sends the user data input by the user and the acquired video data to the server through the video communication connection with the server in response to the user's operation of uploading user data.

[0094] In this step, after the service handling terminal sends the authentication instruction to the user terminal, the user terminal can receive the instruction, and then an authentication prompt message can be displayed on the display screen to prompt the user to input user data. The user terminal sends the user data input by the user and the acquired video data to the server through the video communication connection with the server in response to the user's operation of uploading user data.

[0095] It should be noted that the user data includes user facial data and identity identifiers.

[0096] It should be noted that software development kits (SDKs) can be installed on user terminals and service handling terminals, which include many application programming interfaces (APIs), such as: security authentication APIs, APIs for obtaining video connections and encoding, APIs for joining a meeting based on a meeting code, APIs for screening recorded broadcasts, APIs for subscribing to information of recorded broadcasts, APIs for obtaining shared recorded broadcasts or watching recorded broadcasts, meeting end APIs, etc. The user terminal and the service handling terminal can complete the service handling process through the SDK.

[0097] S103: After receiving the user data and video data sent by the user terminal through the video communication connection with the user terminal, the server generates an authentication result based on the user data and the video data.

[0098] In this step, after the user terminal sends the user data and video data to the server, the server can receive the user data and video data sent by the user terminal through the video communication connection with the user terminal, and then generate an authentication result based on the user data and the video data. The authentication result is used to indicate that the user authentication is passed or the user authentication fails.

[0099] The video data can be processed by facial recognition to obtain the facial data to be matched, and then matched with the user's facial data in the user data. If the match is successful, an authentication result indicating that the user authentication is passed is generated, and if the match fails, an authentication result indicating that the user authentication fails is generated.

[0100] It should be noted that the method used for matching can be a face matching algorithm in the dlib library, the facenet algorithm, the arcface algorithm, etc. The embodiments of the present application do not limit the method used for matching, and it can be determined according to the actual situation.

[0101] It should be noted that the server deploys a real-time video communication service based on the Web Real-Time Communications (WebRTC) architecture, including a room service cluster, a signaling service cluster, a Web service cluster, an audio and video decoding service, and related data, file, and cache services. A user service transfer data model is established to store the audio and video in the cloud during the service handling process. The entry, update, and exit of each service transfer situation are performed.

[0102] S104: The server sends the authentication result to the service handling terminal through the video communication connection with the service handling terminal.

[0103] In this step, after the server generates the authentication result, in order for the subsequent service handling terminal to determine whether the service can be handled, it needs to be sent to the service handling terminal through the video communication connection with the service handling terminal.

[0104] S105: After the service handling terminal receives the authentication result sent by the server through the video communication connection with the server, if the authentication result indicates that the user authentication is passed, the service is handled.

[0105] In this step, after the server sends the authentication result to the service handling terminal, the service handling terminal can receive the authentication result sent by the server through the video communication connection with the server.

[0106] Furthermore, it is judged whether at least the user authentication is passed. If the authentication result indicates that the user authentication is passed, the service is handled.

[0107] If the authentication result indicates that the user authentication fails, a message indicating that the authentication fails is sent to the user terminal so that the user can know that the authentication fails and can re-authenticate the user identity.

[0108] For the communication service handling method provided in this embodiment, after establishing a video communication connection between the server, the user terminal, and the service handling terminal, the service handling terminal sends an authentication instruction to the user terminal; the user terminal sends user data and video data to the server through the video communication connection; after the server generates an authentication result based on the user data and video data, it is sent to the service handling terminal through the video communication connection; when the authentication result indicates that the user authentication is passed, the service handling terminal handles the service. Compared with the prior art where users need to handle services offline, this solution realizes remote user identity authentication and service handling through the video communication connection, effectively improving the service handling efficiency.

[0109] Figure 2 It is a schematic flowchart of the second embodiment of the communication service handling method provided by this application. On the basis of the above embodiment, this application embodiment describes the situation of establishing a video communication connection between the server, the user terminal, and the service handling terminal. As Figure 2 shown, the communication service handling method specifically includes the following steps:

[0110] S201: In response to the user's video connection operation, the user terminal obtains the IP address of the server.

[0111] In this step, when the user needs to handle the service online, a video communication connection needs to be established between the server, the user terminal, and the service handling terminal. First, the user terminal needs to obtain the IP address of the server in response to the user's video connection operation.

[0112] It should be noted that the user terminal can obtain the IP address of the server in the following ways: the IP address is stored in the user terminal and can be directly obtained; or the service handling terminal sends connection information to the user terminal, and the connection information includes the IP address and the terminal identifier of the service handling terminal.

[0113] It should be noted that before obtaining the IP address of the server, the process of handling services within the user terminal also needs to obtain the usage permissions of the multimedia components in the user terminal, such as the microphone and camera.

[0114] S202: The user terminal establishes a video communication connection with the server according to the IP address.

[0115] In this step, after the user terminal obtains the IP address of the server, it can establish a video communication connection with the server according to the IP address.

[0116] S203: The user terminal sends a service handling request to the server through the video communication connection.

[0117] In this step, after the user terminal establishes a video communication connection with the server, the user terminal sends a service handling request to the server through the video communication connection. The service handling request includes the terminal identifier of the service handling terminal or the service identifier.

[0118] If the user terminal obtains the IP address of the server by obtaining it from the data stored in itself, the service handling request includes the service identifier, and the service identifier is used to represent the service that the user needs to handle.

[0119] If the user terminal obtains the IP address of the server by the service handling terminal sending connection information to the user terminal, the service handling request includes the terminal identifier of the service handling terminal.

[0120] S204: After the server receives the service handling request sent by the user terminal through the video communication connection, it establishes a video communication connection with the service handling terminal according to the service handling request.

[0121] In this step, after the user terminal sends a service handling request to the server, the server can receive the service handling request sent by the user terminal through the video communication connection, and then establish a video communication connection with the service handling terminal according to the service handling request.

[0122] Specifically, if the service handling request includes the terminal identifier, a video communication connection is established with the service handling terminal corresponding to the terminal identifier.

[0123] It should be noted that before establishing a video communication connection with the business handling terminal, it is possible to determine whether the operating state corresponding to the terminal identifier is the idle state. When it is in the idle state, a video communication connection with the business handling terminal is established; when it is in the occupied state, a connection failure prompt message is sent to the user terminal to prompt the user that the connection has failed, and the user can perform the video connection operation again after a period of time.

[0124] If the business handling request includes a business identifier, then according to the corresponding relationship between the business identifier and the terminal identifier, at least one to-be-selected terminal identifier corresponding to the business identifier is determined; furthermore, from the at least one to-be-selected terminal identifier, at least one process terminal identifier with an operating state of idle state is determined.

[0125] Then, a target terminal identifier is selected from the at least one process terminal identifier; according to the target terminal identifier, a video communication connection is established with the business handling terminal corresponding to the target terminal identifier.

[0126] It should be noted that if the operating states corresponding to all the to-be-selected terminal identifiers are in the occupied state, a connection failure prompt message is sent to the user terminal to prompt the user that the connection has failed, and the user can perform the video connection operation again after a period of time.

[0127] The communication service handling method provided in this embodiment establishes a video communication connection with the server after the user terminal obtains the IP address of the server. Then, the server determines the business handling terminal that needs to establish a video communication connection according to the business handling request sent by the user terminal. Furthermore, the server establishes a video communication connection with the business handling terminal. Through the video communication connection implemented by the server, the normal progress of subsequent user identity authentication and service handling can be ensured, the video data sent by the user terminal and the business handling terminal can also be retained, and in addition, the actual situation of video data can be reduced in the case of network fluctuations.

[0128] Figure 3 This is a schematic flowchart of the third embodiment of the communication service handling method provided in this application. On the basis of the above embodiment, this application embodiment describes the situation of modifying the operating state of the terminal identifier after the server establishes a video communication connection with the business handling terminal. As Figure 3 shown, the communication service handling method specifically includes the following steps:

[0129] S301: Modify the operating state of the terminal identifier corresponding to the business handling terminal to the occupied state.

[0130] In this step, after the server establishes a video communication connection with the business handling terminal, in order to prevent other devices from establishing a video communication connection with the business handling terminal, it is necessary to modify the operating state of the terminal identifier corresponding to the business handling terminal to the occupied state.

[0131] S302: When the video communication connection established with the service handling terminal is disconnected, change the operating status of the terminal identifier corresponding to the service handling terminal to the idle status.

[0132] In this step, after the service is handled, the service handling terminal responds to the staff's operation of disconnecting the video connection and sends a video communication connection disconnection instruction to the server, or the user terminal responds to the user's operation of disconnecting the video connection and sends a video communication connection disconnection instruction to the server. The server disconnects the video communication connection with the user terminal and the service handling terminal according to this instruction.

[0133] When the server disconnects the video communication connection established with the service handling terminal, it changes the operating status of the terminal identifier corresponding to the service handling terminal to the idle status to ensure that other devices can establish a video communication connection with the service handling terminal.

[0134] The communication service handling method provided in this embodiment ensures that during the process of the service handling terminal establishing a video communication connection, it will not establish a video communication connection with other devices by modifying the operating status of the terminal identifier corresponding to the service handling terminal. It also ensures that after the video communication connection is established, other devices are allowed to establish a video communication connection with it.

[0135] Figure 4 This is a schematic flowchart of the fourth embodiment of the communication service handling method provided by this application. On the basis of the above embodiment, this application embodiment describes the situation where the server stores the video data sent by the user terminal and the service handling terminal. As Figure 4 shown, the communication service handling method specifically includes the following steps:

[0136] S401: Receive the first video data sent by the user terminal through the video communication connection established with the user terminal.

[0137] In this step, after the server establishes a video communication connection with the user terminal and the service handling terminal, the user terminal and the service handling terminal can perform video communication through the server. The user terminal sends the first video data generated by itself to the server, and the server receives the first video data sent by the user terminal through the video communication connection established with the user terminal.

[0138] The user terminal can display the first video data.

[0139] S402: Send the first video data to the service handling terminal through the video communication connection established with the service handling terminal.

[0140] In this step, after receiving the first video data, the server sends the first video data to the service handling terminal through the video communication connection established with the service handling terminal. The service handling terminal can display the first video data.

[0141] S403: Receive the second video data sent by the service handling terminal through the video communication connection established with the service handling terminal.

[0142] In this step, after the server establishes video communication connections with the user terminal and the service handling terminal, the user terminal and the service handling terminal can conduct video communication through the server. The service handling terminal sends the second video data generated by itself to the server, and the server receives the second video data sent by the service handling terminal through the video communication connection established with the service handling terminal.

[0143] The service handling terminal can display the second video data.

[0144] S404: Send the second video data to the user terminal through the video communication connection established with the user terminal.

[0145] In this step, after receiving the second video data, the server sends the second video data to the user terminal through the video communication connection established with the user terminal. The user terminal can display the second video data.

[0146] It should be noted that the execution order of steps S401 - S402 and steps S403 - S404 can be: first execute steps S401 - S402, and then execute steps S403 - S404; it can also be: first execute steps S403 - S404, and then execute steps S401 - S402; it can also be: steps S401 - S402 and steps S403 - S404 are executed simultaneously. The embodiments of the present application do not limit the execution order of steps S401 - S402 and steps S403 - S404, and it can be determined according to the actual situation.

[0147] S405: When the video communication connections established with the user terminal and the service handling terminal are disconnected, establish a corresponding relationship between the first video data, the second video data, and the user data and then store them.

[0148] In this step, after the server obtains the first video data and the second video data, when the video communication connections established with the user terminal and the service handling terminal are disconnected, establish a corresponding relationship between the first video data, the second video data, and the identity identifier in the user data and then store them. Subsequently, when it is necessary to search for the first video data and the second video data, they can be searched according to the identity identifier.

[0149] The communication service handling method provided in this embodiment realizes video communication between the user terminal and the service handling terminal through the server. This not only enables the server to directly save the video data, but also when the server sends the video to the user terminal or the service handling terminal, if there is network fluctuation, the server can re-send the video data, reducing the loss of video data. And compared with the prior art of saving service data during the service handling process, this solution directly saves the video data, which can truly restore the service handling process and guarantee the rights and interests of users.

[0150] The following is an embodiment of the device of the present application, which can be used to execute the method embodiment of the present application. For details not disclosed in the device embodiment of the present application, please refer to the method embodiment of the present application.

[0151] Figure 5 It is a schematic structural diagram of the first embodiment of the communication service handling device provided by the present application; this device can be integrated into the user terminal in the above method embodiment, or can be implemented through the user terminal in the above method embodiment. As Figure 5 shown, the communication service handling device 50 includes:

[0152] A receiving module 51, configured to receive an authentication instruction sent by the service handling terminal;

[0153] A sending module 52, configured to, in response to the user's operation of uploading user data, send the user input user data and the acquired video data to the server through the video communication connection with the server.

[0154] An obtaining module 53, configured to obtain the Internet Protocol address of the server in response to the user's video connection operation;

[0155] A processing module 54, configured to establish a video communication connection with the server according to the Internet Protocol address;

[0156] Further, the sending module 52 is further configured to send a service handling request to the server through the video communication connection, where the service handling request includes the terminal identifier of the service handling terminal or the service identifier.

[0157] The communication service handling device provided in this embodiment is used to execute the technical solution of the user terminal in any of the foregoing method embodiments, and its implementation principle and technical effect are similar, and will not be elaborated here.

[0158] Figure 6 It is a schematic structural diagram of the second embodiment of the communication service handling device provided by the present application; this device can be integrated into the server in the above method embodiment, or can be implemented through the server in the above method embodiment. As Figure 6As shown, the communication service handling device 60 includes:

[0159] A receiving module 61, configured to receive user data and video data sent by the user terminal through a video communication connection with the user terminal;

[0160] A processing module 62, configured to generate an authentication result based on the user data and the video data, where the authentication result is used to indicate that the user authentication is passed or the user authentication fails;

[0161] A sending module 63, configured to send the authentication result to the service handling terminal through a video communication connection with the service handling terminal.

[0162] Further, the processing module 62 is further configured to establish a video communication connection with the user terminal;

[0163] Further, the receiving module 61 is further configured to receive a service handling request sent by the user terminal through the video communication connection, where the service handling request includes a terminal identifier of the service handling terminal or a service identifier;

[0164] Further, the processing module 62 is further configured to establish a video communication connection with the service handling terminal according to the service handling request.

[0165] Further, the processing module 62 is further configured to:

[0166] If the service handling request includes the terminal identifier, establish a video communication connection with the service handling terminal corresponding to the terminal identifier according to the terminal identifier;

[0167] If the service handling request includes the service identifier, determine at least one to-be-selected terminal identifier corresponding to the service identifier;

[0168] Determine at least one process terminal identifier with an idle operating state from the at least one to-be-selected terminal identifier;

[0169] Select a target terminal identifier from the at least one process terminal identifier;

[0170] Establish a video communication connection with the service handling terminal corresponding to the target terminal identifier according to the target terminal identifier.

[0171] Further, the processing module 62 is further configured to:

[0172] Modify the operating state of the terminal identifier corresponding to the service handling terminal to an occupied state;

[0173] When the video communication connection established with the service handling terminal is disconnected, modify the operating state of the terminal identifier corresponding to the service handling terminal to the idle state.

[0174] Further, the receiving module 61 is further configured to receive first video data sent by the user terminal through the video communication connection established with the user terminal.

[0175] Further, the sending module 63 is further configured to send the first video data to the service handling terminal through the video communication connection established with the service handling terminal.

[0176] Further, the receiving module 61 is further configured to receive second video data sent by the service handling terminal through the video communication connection established with the service handling terminal.

[0177] Further, the sending module 63 is further configured to send the second video data to the user terminal through the video communication connection established with the user terminal.

[0178] Further, the processing module 62 is further configured to store the first video data, the second video data, and the user data after establishing a corresponding relationship when the video communication connection established with the user terminal and the video communication connection established with the service handling terminal are disconnected.

[0179] The communication service handling device provided in this embodiment is used to execute the technical solution of the server in any of the foregoing method embodiments, and its implementation principle and technical effects are similar, which will not be elaborated here.

[0180] Figure 7 FIG. is a schematic structural diagram of Embodiment 3 of the communication service handling device provided in the present application; this device can be integrated into the service handling terminal in the foregoing method embodiment, or can be implemented by the service handling terminal in the foregoing method embodiment. As Figure 7 shown, the communication service handling device 70 includes:

[0181] A sending module 71, configured to send an authentication instruction to the user terminal in response to an authentication operation by a staff member.

[0182] A receiving module 72, configured to receive an authentication result sent by the server through the video communication connection with the server, where the authentication result is used to indicate that the user authentication is passed or the user authentication fails.

[0183] A processing module 73, configured to perform service handling if the authentication result indicates that the user authentication is passed.

[0184] The communication service handling device provided in this embodiment is used to execute the technical solutions of the service handling terminal in any of the foregoing method embodiments, and its implementation principle and technical effects are similar, so they will not be elaborated here.

[0185] Figure 8 Structural schematic of a terminal device provided by this application Figure 1 As Figure 8 shown, the terminal device 80 includes:

[0186] A processor 81, a memory 82, and a communication interface 83;

[0187] The memory 82 is used to store the executable instructions of the processor 81;

[0188] Among them, the processor 81 is configured to execute the technical solutions of the user terminal in any of the foregoing method embodiments by executing the executable instructions.

[0189] Optionally, the memory 82 can be either independent or integrated with the processor 81.

[0190] Optionally, when the memory 82 is a device independent of the processor 81, the terminal device 80 may further include:

[0191] A bus 84, and the memory 82 and the communication interface 83 are connected to the processor 81 through the bus 84 to complete mutual communication, and the communication interface 83 is used to communicate with other devices.

[0192] Optionally, the communication interface 83 can be specifically implemented by a transceiver. The communication interface is used to implement communication between the database access device and other devices (such as clients, read-write libraries, and read-only libraries). The memory may include a random access memory (RAM), and may also include a non-volatile memory, such as at least one disk memory.

[0193] The bus 84 can be a peripheral component interconnect (PCI) bus or an extended industry standard architecture (EISA) bus, etc. The bus can be divided into an address bus, a data bus, a control bus, etc. For the sake of representation, only a thick line is used in the figure, but it does not mean that there is only one bus or one type of bus.

[0194] The above-mentioned processor may be a general-purpose processor, including a central processing unit (CPU), a network processor (NP), etc.; it may 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 gate or transistor logic devices, discrete hardware components.

[0195] The terminal device is used to execute the technical solution of the user terminal in any of the foregoing method embodiments, and its implementation principle and technical effects are similar, which will not be elaborated here.

[0196] Figure 9 FIG. is a schematic structural diagram of a server provided by this application. As Figure 9 shown, the server 90 includes:

[0197] a processor 91, a memory 92, and a communication interface 93;

[0198] The memory 92 is used to store the executable instructions of the processor 91;

[0199] Among them, the processor 91 is configured to execute the technical solution of the server in any of the foregoing method embodiments by executing the executable instructions.

[0200] Optionally, the memory 92 can be either independent or integrated with the processor 91.

[0201] Optionally, when the memory 92 is a device independent of the processor 91, the server 90 may further include:

[0202] a bus 94, and the memory 92 and the communication interface 93 are connected to the processor 91 through the bus 94 to complete mutual communication, and the communication interface 93 is used to communicate with other devices.

[0203] Optionally, the communication interface 93 can be specifically implemented by a transceiver. The communication interface is used to implement communication between the database access device and other devices (such as clients, read-write libraries, and read-only libraries). The memory may include a random access memory (RAM), and may also include a non-volatile memory, such as at least one disk memory.

[0204] The bus 94 can be a peripheral component interconnect (PCI) bus, an extended industry standard architecture (EISA) bus, or the like. The bus can be divided into an address bus, a data bus, a control bus, etc. For the sake of convenience of representation, only a thick line is used in the figure to represent it, but it does not mean that there is only one bus or one type of bus.

[0205] The above-mentioned 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 gate or transistor logic devices, discrete hardware components.

[0206] This server is used to execute the technical solutions of the server in any of the foregoing method embodiments, and its implementation principles and technical effects are similar, and will not be elaborated here.

[0207] Figure 10 The structural schematic diagram of a terminal device provided by this application Figure 2 As Figure 10 shown, the terminal device 1000 includes:

[0208] A processor 1001, a memory 1002, and a communication interface 1003;

[0209] The memory 1002 is used to store the executable instructions of the processor 1001;

[0210] Wherein, the processor 1001 is configured to execute the technical solutions of the service handling terminal in any of the foregoing method embodiments by executing the executable instructions.

[0211] Optionally, the memory 1002 can be either independent or integrated with the processor 1001.

[0212] Optionally, when the memory 1002 is a device independent of the processor 1001, the terminal device 1000 may further include:

[0213] A bus 1004, and the memory 1002 and the communication interface 1003 are connected to the processor 1001 through the bus 1004 to complete mutual communication, and the communication interface 1003 is used to communicate with other devices.

[0214] Optionally, the communication interface 1003 may be specifically implemented by a transceiver. The communication interface is used to implement communication between the database access device and other devices (such as clients, read-write libraries, and read-only libraries). The memory may include random access memory (RAM), and may also include non-volatile memory, such as at least one disk memory.

[0215] The bus 1004 may be a peripheral component interconnect (PCI) bus, an extended industry standard architecture (EISA) bus, or the like. The bus can be divided into an address bus, a data bus, a control bus, etc. For the sake of simplicity, only a thick line is used to represent it in the figure, but it does not mean that there is only one bus or one type of bus.

[0216] The above-mentioned processor may be a general-purpose processor, including a central processing unit (CPU), a network processor (NP), etc.; it may 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 gate or transistor logic devices, discrete hardware components.

[0217] The terminal device is used to execute the technical solutions of the service handling terminal in any of the foregoing method embodiments, and its implementation principle and technical effects are similar, so they will not be elaborated here.

[0218] The embodiment of the present application further provides a readable storage medium, on which a computer program is stored. When the computer program is executed by a processor, it implements the technical solutions provided in any of the foregoing method embodiments.

[0219] The embodiment of the present application further provides a computer program product, including a computer program. When the computer program is executed by a processor, it is used to implement the technical solutions provided in any of the foregoing method embodiments.

[0220] Those of ordinary skill in the art can understand that all or part of the steps of implementing the foregoing method embodiments can be completed by hardware related to program instructions. The foregoing program can be stored in a computer-readable storage medium. When the program is executed, it executes the steps including the foregoing method embodiments; and the foregoing storage medium includes: ROM, RAM, magnetic disk, or optical disk and other media that can store program codes.

[0221] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of the present application, rather than limiting them; although the present application has been described in detail with reference to the foregoing embodiments, those of ordinary skill in the art should understand that they can still modify the technical solutions described in the foregoing embodiments, or perform equivalent replacements on some or all of the technical features; and these modifications or replacements do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of the present application.

Claims

1. A method for handling communication services, characterized in that, applied to a user terminal, the method includes: Receiving an authentication instruction sent by a service handling terminal; In response to the user's operation of uploading user data, through a video communication connection with the server, sending the user data input by the user and the acquired video data to the server.

2. The method according to claim 1, characterized in that, before receiving the authentication instruction sent by the service handling terminal, the method further includes: In response to the user's video connection operation, obtaining the Internet Protocol address of the server; Establishing a video communication connection with the server according to the Internet Protocol address; Through the video communication connection, sending a service handling request to the server, the service handling request includes the terminal identifier of the service handling terminal, or a service identifier.

3. A method for handling communication services, characterized in that, applied to a server, the method includes: Through a video communication connection with the user terminal, receiving the user data and video data sent by the user terminal; Generating an authentication result according to the user data and the video data, the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed; Sending the authentication result to the service handling terminal through a video communication connection with the service handling terminal.

4. The method according to claim 3, characterized in that, before receiving the user data and video data sent by the user terminal through a video communication connection with the user terminal, the method further includes: Establishing a video communication connection with the user terminal; Through the video communication connection, receiving a service handling request sent by the user terminal, the service handling request includes the terminal identifier of the service handling terminal, or a service identifier; Establishing a video communication connection with the service handling terminal according to the service handling request.

5. The method according to claim 4, characterized in that, establishing a video communication connection with the service handling terminal according to the service handling request includes: if the service handling request includes the terminal identifier, then establishing a video communication connection with the service handling terminal corresponding to the terminal identifier according to the terminal identifier; if the service handling request includes the service identifier, then determining at least one to-be-selected terminal identifier corresponding to the service identifier; determining at least one process terminal identifier with an idle running state from the at least one to-be-selected terminal identifier; selecting a target terminal identifier from the at least one process terminal identifier; establishing a video communication connection with the service handling terminal corresponding to the target terminal identifier according to the target terminal identifier.

6. The method according to claim 4, characterized in that, the method further includes: Modifying the running state of the terminal identifier corresponding to the service handling terminal to an occupied state; When the video communication connection established with the service handling terminal is disconnected, modifying the running state of the terminal identifier corresponding to the service handling terminal to an idle state.

7. The method according to claim 4, characterized in that, the method further includes: Receive the first video data sent by the user terminal through the video communication connection established with the user terminal; Send the first video data to the service handling terminal through the video communication connection established with the service handling terminal; Receive the second video data sent by the service handling terminal through the video communication connection established with the service handling terminal; Send the second video data to the user terminal through the video communication connection established with the user terminal; When the video communication connection established with the user terminal and the video communication connection established with the service handling terminal are disconnected, store the first video data, the second video data, and the user data after establishing a corresponding relationship.

8. A communication service handling method, Characterized in that, Applied to a service handling terminal, the method includes: In response to the authentication operation of the staff, send an authentication instruction to the user terminal; Receive the authentication result sent by the server through the video communication connection with the server, where the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed; If the authentication result indicates that the user authentication is passed, perform service handling.

9. A communication service handling device, Characterized in that, Includes: A receiving module, configured to receive the authentication instruction sent by the service handling terminal; A sending module, configured to, in response to the user's operation of uploading user data, send the user input user data and the acquired video data to the server through the video communication connection with the server.

10. A communication service handling device, Characterized in that, Includes: A receiving module, configured to receive the user data and video data sent by the user terminal through the video communication connection with the user terminal; A processing module, configured to generate an authentication result according to the user data and the video data, where the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed; A sending module, configured to send the authentication result to the service handling terminal through the video communication connection with the service handling terminal.

11. A communication service handling device, Characterized in that, Includes: A sending module, configured to send an authentication instruction to the user terminal in response to the authentication operation of the staff; A receiving module, configured to receive the authentication result sent by the server through the video communication connection with the server, where the authentication result is used to indicate that the user authentication is passed or the user authentication is not passed; A processing module, configured to perform service handling if the authentication result indicates that the user authentication is passed.

12. A terminal device, Characterized in that, Includes: A processor, a memory, and a communication interface; The memory is used to store the executable instructions of the processor; Wherein, the processor is configured to execute the communication service handling method according to any one of claims 1 to 2 by executing the executable instructions.

13. A server, Characterized in that, Includes: A processor, a memory, and a communication interface; The memory is used to store the executable instructions of the processor; Wherein, the processor is configured to execute the communication service handling method according to any one of claims 3 to 7 by executing the executable instructions.

14. A terminal device, characterized in that, comprising: a processor, a memory, and a communication interface; the memory is used to store executable instructions of the processor; wherein, the processor is configured to execute the communication service handling method according to claim 8 by executing the executable instructions.

15. A readable storage medium, on which a computer program is stored, characterized in that, when the computer program is executed by a processor, it implements the communication service handling method according to any one of claims 1 to 2, or any one of claims 3 to 7, or claim 8.

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