Platform service and platform decoupling method and device, equipment and storage medium

Abstract

The invention relates to the technical field of calling in financial and medical scenes, and discloses a platform service and platform decoupling method, a platform service and platform decoupling device, platform service and platform decoupling equipment and a storage medium. And a unified IVR module independent of the platform is developed as a business logic execution engine, and the business logic execution engine receives the call request and executes the business process. Meanwhile, an adaptation layer component is developed for each platform, and mapping from a standard function interface to a platform native interface is achieved. During execution, the unified IVR module generates operation instructions step by step and sends the operation instructions to the adaptation layer, the adaptation layer calls a native interface execution function and then returns a result, and an engine continues the process according to the result until the process is finished, so that deep decoupling of platform services and a telephone platform is realized in financial, medical and other scenes, and service continuity is guaranteed.

Description

Technical Field

[0001] This invention relates to the field of call technology in financial and medical scenarios, and in particular to a method, apparatus, device and storage medium for decoupling platform business from the platform. Background Technology

[0002] In call center systems in the financial and healthcare sectors, the difficulty of platform decoupling has long been a technical bottleneck. Vendors typically achieve customer binding through customized routing tools, proprietary IVR (Interactive Voice Response) development tools, and closed reporting systems, resulting in deep coupling between business functions and the underlying platform.

[0003] When enterprises need to switch platforms, they must reconstruct routing rules, IVR processes, and integration interfaces, facing high migration costs and the risk of business interruption. This problem is particularly prominent in the financial and healthcare sectors: financial institutions need to frequently upgrade their call systems due to risk control requirements, but highly customized routing strategies (such as VIP customer tiered access and transaction security verification processes) are difficult to reuse across platforms; medical institutions are constrained by compliance, and their core businesses, such as patient appointment IVR processes and emergency call routing, are strongly tied to the platform, resulting in slow system iteration. Although existing technologies attempt to extract basic functionalities (such as audio playback, key collection, and call distribution), they lack a unified business logic interaction framework, making it impossible to achieve closed-loop management of IVR and routing across platforms, severely restricting enterprise service flexibility and cost control. Summary of the Invention

[0004] The purpose of this invention is to provide a method, apparatus, device, and storage medium for decoupling platform services from the platform, aiming to solve the problem of difficulty in decoupling existing call center system platforms.

[0005] In a first aspect, embodiments of the present invention provide a method for decoupling platform services from the platform, including:

[0006] Extract the basic routing function set and the basic IVR function set from multiple heterogeneous telephony platforms;

[0007] A unified IVR module is developed based on the aforementioned routing basic function set and IVR basic function set as a business logic execution engine independent of the telephone platform. The unified IVR module is used to receive call requests from the telephone platform and execute business processes based on the functional interfaces defined by the routing basic function set and IVR basic function set.

[0008] For each telephone platform, a corresponding adaptation layer component is developed. The adaptation layer component is used to map the functional interfaces of the routing basic function set and the IVR basic function set to the native interfaces of the telephone platform.

[0009] When the unified IVR module receives the call request, step-by-step business logic is executed and operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set are generated, and the operation instructions are sent to the corresponding adaptation layer component;

[0010] The corresponding adaptation layer component executes the mapped corresponding function according to the received operation instructions, and returns the execution result to the unified IVR module to continue executing the business logic until the end of the business process.

[0011] In a second aspect, an embodiment of the present application provides a platform business and platform decoupling device, characterized in that comprising:

[0012] A function extraction unit is configured to extract a routing basic function set and an IVR basic function set from a plurality of heterogeneous telephone platforms;

[0013] An IVR module development unit is configured to develop a unified IVR module as a business logic execution engine independent of the telephone platform based on the routing basic function set and the IVR basic function set, and the unified IVR module is configured to receive a call request from the telephone platform and execute a business process based on a function interface defined by the routing basic function set and the IVR basic function set;

[0014] A mapping unit is configured to develop a corresponding adaptation layer component for each telephone platform, and the adaptation layer component is configured to implement mapping of the function interface of the routing basic function set and the IVR basic function set to a native interface of the telephone platform;

[0015] An execution unit is configured to, when the unified IVR module receives the call request, execute step-by-step business logic and generate operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set, and send the operation instructions to the corresponding adaptation layer component;

[0016] A calling unit is configured to, according to the received operation instructions, the corresponding adaptation layer component calls the corresponding telephone platform native interface to execute the mapped corresponding function, and returns the execution result to the unified IVR module to continue executing the business logic until the end of the business process.

[0017] In a third aspect, an embodiment of the present application provides a computer device, comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, and the processor executes the computer program to implement the platform business and platform decoupling method of the first aspect.

[0018] In a fourth aspect, the embodiments of the present application provide a computer readable storage medium, wherein the computer readable storage medium stores a computer program, and the computer program, when executed by a processor, causes the processor to perform the platform service and platform decoupling method in the first aspect.

[0019] In the above platform service and platform decoupling method, device, equipment and storage medium, the routing basic function set and the IVR basic function set can be extracted from the heterogeneous multiple telephone platforms; a unified IVR module is developed based on the routing basic function set and the IVR basic function set as a service logic execution engine independent of the telephone platform, the unified IVR module is used to receive a call request from the telephone platform and execute a service process based on a function interface defined by the routing basic function set and the IVR basic function set; a corresponding adaptation layer component is developed for each telephone platform, the adaptation layer component is used to realize mapping of the function interface of the routing basic function set and the IVR basic function set to a native interface of the telephone platform; when the unified IVR module receives the call request, service logic is executed step by step, operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set are generated, and the operation instructions are sent to the corresponding adaptation layer component; the corresponding adaptation layer component calls the corresponding function of the mapped native interface of the telephone platform according to the received operation instructions, and returns the execution result to the unified IVR module to continue executing the service logic until the service process ends. In the present application, the core framework of platform decoupling is constructed for the application of platform service and platform decoupling in the financial and medical scenarios, including three key levels: first, the routing basic function set (handling call distribution logic) and the IVR basic function set (handling voice interaction process) are abstracted from the heterogeneous telephone platforms (such as the securities trading system in the financial field and the emergency dispatch platform in the medical field) to form a platform-independent atomic capability set; second, a unified IVR module is developed as a service logic execution engine to realize centralized control of cross-platform service logic through standardized function interfaces (such as receiving a call request and executing a service process); and third, an adaptation layer component is customized for each platform to establish a mapping bridge of the function interface to the native interface (such as the CTI Link of Avaya and the GVP API of Genesys). Thus, deep decoupling of platform service and platform decoupling is realized, and the continuity of the service is ensured. BRIEF DESCRIPTION OF DRAWINGS

[0020] In order to more clearly illustrate the technical solutions of the embodiments of the present application, the drawings needed in the embodiment description will be briefly introduced. Obviously, the drawings in the following description are some embodiments of the present application, and other drawings can also be obtained by those skilled in the art without creative labor.

[0021] Figure 1 An application environment example diagram of the platform service and platform decoupling method provided by the embodiment of the present application is shown in FIG. 1.

[0022] Figure 2 A flowchart of the platform service and platform decoupling method provided by the embodiment of the present application is shown in FIG. 2.

[0023] Figure 3 A sub-flowchart of step S204 provided by the embodiment of the present application is shown in FIG. 3.

[0024] Figure 4 A sub-flowchart of step S205 provided by the embodiment of the present application is shown in FIG. 4.

[0025] Figure 5 Another flowchart of the platform service and platform decoupling method provided by the embodiment of the present application is shown in FIG. 5.

[0026] Figure 6 A schematic block diagram of the platform service and platform decoupling apparatus provided by the embodiment of the present application is shown in FIG. 6.

[0027] Figure 7 A structure schematic diagram of the computer device provided by the embodiment of the present application is shown in FIG. 7.

[0028] Figure 8 Another structure schematic diagram of the computer device provided by the embodiment of the present application is shown in FIG. 8. DETAILED DESCRIPTION

[0029] The technical solutions in the embodiments of the present application will be described clearly and completely below with reference to the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are only some of the embodiments of the present application, but not all the embodiments. Based on the embodiments in the present application, all the other embodiments obtained by those skilled in the art without creative work fall within the scope of the present application.

[0030] The platform service and platform decoupling method provided by the embodiment of the present application can be applied in, for example, Figure 1In the example environment, the platform decoupling solution in the financial and medical scenarios is illustrated, which mainly includes a three-layer structure, i.e., a business scenario entrance, a unified IVR module (core engine) and an adaptation layer component (platform bridge), and the platform decoupling method of the application can be implemented: extracting a routing basic function set and an IVR basic function set from a plurality of heterogeneous telephone platforms; developing a unified IVR module as a business logic execution engine independent of the telephone platform based on the routing basic function set and the IVR basic function set, the unified IVR module being configured to receive a call request from the telephone platform and execute a business process based on a function interface defined by the routing basic function set and the IVR basic function set; developing a corresponding adaptation layer component for each telephone platform, the adaptation layer component being configured to implement mapping of the function interface of the routing basic function set and the IVR basic function set to a native interface of the telephone platform; when the unified IVR module receives the call request, executing the business logic step by step and generating an operation instruction corresponding to a specific function in the routing basic function set or the IVR basic function set, and sending the operation instruction to the corresponding adaptation layer component; the corresponding adaptation layer component executes the corresponding function after mapping according to the received operation instruction by calling the native interface of the corresponding telephone platform, and returns the execution result to the unified IVR module to continue executing the business logic until the business process ends. In the application, the platform business and platform decoupling for the financial and medical scenarios are applied, and a core framework of platform decoupling is constructed, including three key levels: first, the routing basic function set (handling call distribution logic) and the IVR basic function set (handling voice interaction process) are separated from the heterogeneous telephone platforms (such as the securities trading system in the financial field and the emergency dispatch platform in the medical field) to form a platform-independent atomic capability set; second, a unified IVR module is developed as a business logic execution engine to realize centralized control of cross-platform business logic through a standardized function interface (such as receiving a call request and executing a business process); and third, an adaptation layer component is customized for each platform to establish a mapping bridge of the function interface to the native interface (such as the CTI Link of Avaya and the GVP API of Genesys). Thus, the platform business and platform decoupling are deeply decoupled, and the continuity of the business is ensured.

[0031] The application will be described in detail below with reference to specific embodiments.

[0032] Referring to Figure 2 illustrated, Figure 2 The platform business and platform decoupling method provided in the embodiment of the application is shown in the flowchart.

[0033] As Figure 2 illustrated, the method includes steps S201-S205.

[0034] S201, extracting a routing basic function set and an IVR basic function set from a plurality of heterogeneous telephone platforms.

[0035] For step S201, the routing base function set includes at least one of announcement, key collection, queue announcement, customer priority, setting session data, getting session data, assigning to an agent, assigning to a queue, assigning to an agent list, transferring to a mobile phone, and hanging up; and the IVR base function set includes at least one of announcement, transfer, key collection, hanging up, getting session data, setting session data, and jump routing.

[0036] IVR stands for Interactive Voice Response, which is a technology that allows users to interact with a system through a telephone keypad or voice commands to obtain the required information or services. In step S201, the IVR base function set extracted from multiple heterogeneous telephone platforms is the core component of the IVR system. Through the joint cooperation of the IVR base function set, the IVR system can automatically process a large number of telephone calls and provide users with efficient and convenient self-service experience.

[0037] For example, for a telephone platform in the financial scenario, such as a securities trading system, the above-mentioned routing base function set and IVR base function set can be extracted from the platform to adapt to different business process requirements. For example, in the securities trading system, the customer priority function can ensure that high net worth customers have priority access to services, and the assigning to an agent list function can intelligently distribute calls to the most suitable agent for processing according to the agent's skill group or current load. For a telephone platform in the medical scenario, such as an emergency dispatch platform, these base function sets can also be extracted to support rapid response and efficient handling of emergency calls.

[0038] S202, based on the routing base function set and the IVR base function set, a unified IVR module is developed as a business logic execution engine independent of the telephone platform, and the unified IVR module is used to receive call requests from the telephone platform and execute business processes based on the function interfaces defined by the routing base function set and the IVR base function set.

[0039] For step S202, the unified IVR module integrates the core functions of routing and interactive voice response technology (IVR). Specifically, according to the extracted routing base function set and IVR base function set, the functional architecture and interface specification of the unified IVR module are designed. Ensure that the module can receive call requests from different telephone platforms, and through the definition of clear function interfaces, implement announcement, key collection, transfer, setting session data, etc. Business process operations. During development, attention should be paid to the generality and extensibility of the module to adapt to the business process requirements in different scenarios. At the same time, the stability and security of the module also need to be considered to ensure stable operation in complex and variable network environments, effectively guaranteeing the efficiency and quality of call processing.

[0040] For step S202, the unified IVR module creates a session context object after receiving a call request from the telephone platform, stores metadata such as a session ID, a platform type, and the like; then loads an XML-defined service flow (such as an IVR menu tree) and parses it into a node sequence; then calls an IVR basic function set interface for an IVR node (such as playing a welcome voice) and calls a routing basic function set interface for a routing node (such as assigning a VIP customer to a dedicated agent); then jumps to a next node according to a node execution result to form a closed-loop workflow and realize separation of business logic and platform.

[0041] S203, a corresponding adaptation layer component is developed for each telephone platform, and the adaptation layer component is used to realize mapping of function interfaces of the routing basic function set and the IVR basic function set to native interfaces of the telephone platform.

[0042] For step S203, when developing the adaptation layer component, first, the native interfaces of the target telephone platform are deeply parsed, the routing function interface and the IVR function interface definition in a software development kit of the target telephone platform are analyzed through reverse engineering, and the native method name, the parameter structure, and the return value format corresponding to each function are accurately identified. Based on this, an interface mapping table is established, and each standardized function interface in the routing basic function set and the IVR basic function set defined by the unified IVR module is bidirectionally bound to the native interface of the target platform, for example, a playback function is mapped to a platform-specific audio playback interface, and an agent assignment function is associated to a platform-specific routing selection interface.

[0043] For parameter structure differences, a parameter conversion engine is developed, which automatically performs data type conversion and format adaptation when executing: when receiving an operation instruction issued by the unified IVR module, the function type identifier and the parameter set in the instruction are parsed, the corresponding native interface template is retrieved according to the interface mapping table, and then the business parameters are converted into a platform-compatible format, including but not limited to converting an audio file identifier into a platform-specific audio storage path, compiling a logical expression of an agent into a routing script syntax supported by the platform, and mapping a unified session data key-value pair into a session variable naming specification defined by the platform. For example, in a financial scenario, when encrypted voice needs to be played in a bank debt collection business, the adaptation layer automatically converts the audio ID issued by the unified IVR into a format supported by the platform. In a medical appointment scenario, if a patient ID number collected by the IVR needs to be delivered to the platform, the adaptation layer fills it into a platform-specific multi-digit string session variable.

[0044] For the platform function missing scenario, a defect compensation strategy is implemented: if the target platform does not support the jump routing function, the hang-up interface and the call redirection interface are combined to simulate the jump behavior; if the platform only supports the numerical customer priority, a mapping rule library of text labels and numerical values is established to realize automatic conversion. In terms of session consistency maintenance, the adaptation layer generates a global session identifier and injects operation instruction metadata at the first call, dynamically associates platform bottom layer session elements (such as the traffic ID, traffic session ID and network session identifier) during execution, and ensures state synchronization across IVR nodes and routing nodes. Finally, the execution result of the platform native interface is packaged into a structured response containing standard status codes, business data sets and original error information, and returned to the unified IVR module to drive the subsequent business process. For example, for the function missing problem, an intelligent compensation strategy is adopted - for example, a certain financial platform does not support VIP customer priority routing, and the adaptation layer automatically maps the "VIP" label to the numerical priority 100, triggering high-priority queue allocation. The session consistency is dynamically maintained during execution to ensure the inheritance of business data across nodes (such as the insurance claim process, the policy number input by the IVR link is still valid when transferred to the human agent). Finally, the platform original response is packaged into a standard result set for the unified IVR module to continuously drive the business process

[0045] S204、When the unified IVR module receives a call request, the business logic is executed step by step, and operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set are generated, and the operation instructions are sent to the corresponding adaptation layer component.

[0046] For step S204, as shown in Figure 3 , specifically includes S301-S304:

[0047] S301、When the call request enters the unified IVR module, the node type of the business process is parsed, and step S302 or S303 is entered;

[0048] S302、If the node type is an IVR function node, the function interface of the IVR basic function set is called to generate operation instructions containing playback parameters, key collection rules or voice data operation instructions; and step S304 is entered;

[0049] S303、If the node type is a routing function node, the function interface of the routing basic function set is called to generate operation instructions containing agent allocation strategies, queue selection logic or transfer rules; and step S304 is entered;

[0050] S304、After the corresponding operation instructions are mapped to the corresponding telephone platform native interface through the corresponding adaptation layer component, the unified IVR module suspends the current business process execution until the return result of the adaptation layer component is received to activate the next node.

[0051] For steps S301-S304, first, the node type of the service flow is parsed, which ensures the accuracy and pertinence of subsequent operations. For IVR function nodes, by calling the function interfaces of the IVR basic function set, operation instructions containing playback parameters, key collection rules or voice data operation instructions can be generated, which are essential for implementing the basic interactive functions of the IVR system. For routing function nodes, the function interfaces of the routing basic function set are called to generate operation instructions containing agent allocation strategies, queue selection logic or transfer rules, which ensure that the call request can be correctly and efficiently routed to the target agent or queue. Then, the operation instructions are mapped to the corresponding telephone platform native interface through the adaptation layer component, which realizes the decoupling between the platform service and the platform. Finally, the unified IVR module pauses the current service flow execution after sending the operation instructions and waits for the return result of the adaptation layer component, which ensures the coherence and stability of the service flow. At the same time, due to the existence of the adaptation layer component, the platform service can flexibly adapt to different telephone platforms, improving the scalability and compatibility of the system.

[0052] Based on this, the design of steps S301-S304 not only realizes efficient processing of call requests, but also realizes decoupling between the platform service and the platform through the adaptation layer component, improving the flexibility and scalability of the system.

[0053] For example, in a financial scenario, when a customer dials the bank customer service hotline, the call request first enters the unified IVR module. At this time, the system parses the node type of the service flow. If the node type is an IVR function node, such as requiring the customer to input account information or perform identity verification, the system calls the function interfaces of the IVR basic function set to generate operation instructions containing playback parameters (such as playing voice prompts for the customer to input account number) and key collection rules (collecting account information input by the customer through keys). These operation instructions are mapped to the corresponding telephone platform native interface through the adaptation layer component and executed, and the unified IVR module pauses the current service flow, waits for the customer to complete the input and receives the confirmation result returned by the adaptation layer component, and then activates the next node, such as entering the password verification link. If the node type is a routing function node, such as needing to transfer the customer call to a specific department or agent, the system calls the function interfaces of the routing basic function set to generate corresponding operation instructions according to the preset agent allocation strategy, queue selection logic or transfer rule. Similarly, these operation instructions interact with the telephone platform native interface through the adaptation layer component, and the unified IVR module pauses the flow until the customer is successfully transferred and receives the return result, and then continues to execute the subsequent service flow.

[0054] S205, the corresponding adaptation layer component invokes the corresponding telephone platform native interface according to the received operation instruction to execute the corresponding function after mapping, and returns the execution result to the unified IVR module to continue executing the business logic until the business process ends.

[0055] For step S205, as shown in Figure 4 S401-S406.

[0056] S401, the corresponding adaptation layer component receives the operation instruction sent by the unified IVR module, and parses the function type identifier and parameter set in the operation instruction.

[0057] S402, according to the function type identifier, query the pre-set interface mapping table to obtain the corresponding native interface name and parameter structure template in the target telephone platform; wherein the interface mapping table stores the mapping relationship between the function interfaces of the routing basic function set and the IVR basic function set and the telephone platform native interface.

[0058] S403, according to the parameter structure template, perform data format conversion on the parameter set.

[0059] For step S403, it specifically includes: converting the audio file path of the playback instruction into the audio encoding format supported by the target telephone platform and the storage location identifier; compiling the logical expression in the agent allocation rule into the routing script syntax special for the target telephone platform; mapping the session data key-value pair into the session variable naming specification defined by the target telephone platform.

[0060] S404, call the target telephone platform native interface to execute the converted function operation, and monitor the interface execution state.

[0061] S405, obtain the return result and execution status code of the target telephone platform native interface, and encapsulate it into a standardized execution result.

[0062] For step S405; the execution result includes: function execution state (success / failure / timeout), business related data (such as key value, session data, agent ID), platform original response code and error description.

[0063] S406, return the execution result to the unified IVR module to continue executing the business logic until the business process ends.

[0064] In this embodiment, steps S401-S406 realize seamless connection between the unified IVR module and the native interface of different telephone platforms through the analysis, mapping, conversion and execution of operation instructions by the adaptation layer component. This process not only improves the flexibility and scalability of the system, but also ensures the continuity and stability of the business process. Even if the interface of the target telephone platform changes, only the interface mapping table and the related conversion rules need to be updated, which can quickly adapt to the new platform environment, greatly reducing the maintenance cost and upgrade difficulty of the system. At the same time, the standardized execution result packaging enables the unified IVR module to accurately understand and process feedback information from different telephone platforms, thereby more intelligently guiding the execution of subsequent business logic.

[0065] For steps S401-S406, taking a financial scenario as an example, when a customer dials a bank customer service telephone, first enter the unified IVR module for voice navigation. The customer selects the corresponding business according to the voice prompt, such as balance inquiry, transfer, etc. After the unified IVR module receives the customer's selection, it generates the corresponding operation instruction and sends it to the adaptation layer component. After the adaptation layer component receives the operation instruction, it first parses the function type identifier and parameter set in the instruction. For example, if the customer selects to inquire the balance, the function type identifier may be "balance inquiry", and the parameter set may include the customer's account information.

[0066] Next, the adaptation layer component queries the corresponding native interface name and parameter structure template of the target telephone platform (such as a telephone banking system of a certain bank) in the pre-stored interface mapping table according to the function type identifier. The interface mapping table has stored the mapping relationship between various routing basic function sets and IVR basic function sets and telephone platform native interfaces. After querying the target native interface, the adaptation layer component performs data format conversion on the parameter set according to the parameter structure template. For example, convert the account information into a format that the target telephone platform can recognize. After conversion, the adaptation layer component calls the native interface of the target telephone platform to execute the converted function operation, and monitors the execution status of the interface in real time. If the interface execution is successful, the corresponding execution result and execution status code are returned; if the execution fails or times out, the corresponding error description is returned.

[0067] Finally, the adaptation layer component encapsulates the execution result into a standardized execution result after obtaining the execution result, and returns it to the unified IVR module. The unified IVR module continues to execute the business logic according to the execution result, such as broadcasting the balance information to the customer. After the entire business process is completed, the customer hangs up the phone and ends this interaction.

[0068] In an embodiment, as shown in FIG. 5, the platform business and platform decoupling method further includes S501-S503:

[0069] S501, when the unified IVR module detects a business process, sending a session release instruction to a corresponding adaptation layer component;

[0070] S502, calling a target telephone platform native interface to release a call resource and clearing a temporary data storage area associated with a global session identifier according to the session release instruction by the adaptation layer component;

[0071] S503, writing complete call flow data into an audit database independent of the target telephone platform by the unified IVR module, the flow data containing execution time stamps and result codes of all operation instructions.

[0072] In the embodiment, when the unified IVR module detects that a business process ends, for example, a user hangs up the phone or completes all preset interaction steps in an interaction process in a financial scenario, the unified IVR module triggers a session release process. At this time, the unified IVR module sends a session release instruction containing a global session identifier to the adaptation layer component according to target telephone platform information associated with the current business process. After receiving the instruction, the adaptation layer component parses the instruction content and locates the corresponding target telephone platform call resource according to the global session identifier. Then, the adaptation layer component calls a native interface provided by the target telephone platform to perform a release operation on the call resource, ensuring that the call resource can be recycled and reused in time. At the same time, the adaptation layer component also clears the temporary data storage area associated with the global session identifier to avoid potential problems caused by data residues. After completing the release of the call resource and the clearing of the temporary data, the unified IVR module writes complete flow data of the call into an audit database. The audit database is independent of the target telephone platform and is used to store execution time stamps and result codes of all operation instructions, so as to facilitate subsequent tracing and auditing of the business process. In this way, the embodiment of the application can ensure that the call resource is released in time when the business process ends, while retaining complete call flow data, thereby providing strong support for tracing and auditing of the business process.

[0073] It can be seen that in the above scheme, the platform business and platform decoupling application for financial and medical scenarios are constructed with a platform decoupling core framework, including three key levels: first, the routing basic function set (handling call distribution logic) and the IVR basic function set (handling voice interaction process) are separated from the heterogeneous telephone platform (such as the securities trading system in the financial field and the emergency dispatch platform in the medical field), forming a platform-independent atomic capability set; second, a unified IVR module is developed as a business logic execution engine, which realizes centralized control of cross-platform business logic through standardized function interfaces (such as receiving call requests and executing business processes); and third, an adaptation layer component is customized for each platform to establish a mapping bridge from the function interface to the native interface (such as Avaya's CTI Link and Genesys's GVP API). Thus, the platform business and platform decoupling are deeply decoupled, and the continuity of the business is ensured.

[0074] It should be understood that the size of the serial number of each step in the above embodiment does not mean the order of execution, and the execution order of each process should be determined according to its function and inherent logic, and should not constitute any limitation on the implementation process of the embodiment of the present application.

[0075] In an embodiment, a platform business and platform decoupling apparatus is provided, which corresponds to the platform business and platform decoupling method in the above embodiment. As shown in the figure, the platform business and platform decoupling apparatus includes a function extraction unit 601, an IVR module development unit 602, a mapping unit 603, an execution unit 604, and a calling unit 605. Each function module is described in detail as follows: Figure 6

[0076] The function extraction unit 601 is configured to extract a routing basic function set and an IVR basic function set from a plurality of heterogeneous telephone platforms;

[0077] The IVR module development unit 602 is configured to develop a unified IVR module as a business logic execution engine independent of the telephone platform based on the routing basic function set and the IVR basic function set, and the unified IVR module is configured to receive a call request from the telephone platform and execute a business process based on the function interface defined by the routing basic function set and the IVR basic function set;

[0078] The mapping unit 603 is configured to develop a corresponding adaptation layer component for each telephone platform, and the adaptation layer component is configured to realize the mapping of the function interface of the routing basic function set and the IVR basic function set to the native interface of the telephone platform;

[0079] ​The execution unit 604 is configured to perform the service logic step by step and generate operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set when the unified IVR module receives the call request, and send the operation instructions to the corresponding adaptation layer component.

[0080] The calling unit 605 is configured to call the corresponding telephone platform native interface to perform the corresponding function after mapping according to the received operation instructions, and return the execution result to the unified IVR module to continue to perform the service logic until the service flow ends.

[0081] In an embodiment, the function extraction unit 601 specifically includes:

[0082] The routing basic function set includes at least one of the following: playing, key collection, queue sound, customer priority, setting call data, obtaining call data, assigning to an agent, assigning to a queue, assigning to an agent list, transferring to a mobile phone, and hanging up.

[0083] The IVR basic function set includes at least one of the following: playing, transferring, key collection, hanging up, obtaining call data, setting call data, and jumping to a route.

[0084] In an embodiment, the execution unit 604 is specifically configured to:

[0085] When the call request enters the unified IVR module, parse the node type of the service flow;

[0086] If the node type is an IVR function node, call the function interface of the IVR basic function set to generate operation instructions containing playing parameters, key collection rules, or call data operation instructions;

[0087] If the node type is a routing function node, call the function interface of the routing basic function set to generate operation instructions containing agent assignment strategies, queue selection logic, or transfer rules;

[0088] After the corresponding operation instructions are mapped to the corresponding telephone platform native interface through the corresponding adaptation layer component, the unified IVR module suspends the current service flow execution until the next node is activated after receiving the return result of the adaptation layer component.

[0089] In an embodiment, the calling unit 605 is specifically configured to:

[0090] The corresponding adaptation layer component receives the operation instructions sent by the unified IVR module, and parses the function type identifier and parameter set in the operation instructions;

[0091] According to the function type identifier, a preset interface mapping table is queried to obtain a corresponding native interface name and a parameter structure template in the target telephone platform; wherein, the interface mapping table stores a mapping relationship between function interfaces of the routing basic function set and the IVR basic function set and native interfaces of the telephone platform;

[0092] According to the parameter structure template, data format conversion is performed on the parameter set;

[0093] The converted function operation is called to execute the target telephone platform native interface, and the interface execution state is monitored;

[0094] The return result and the execution status code of the target telephone platform native interface are obtained and packaged into a standardized execution result;

[0095] The execution result is returned to the unified IVR module to continue to execute the business logic until the end of the business process.

[0096] In an embodiment, in the calling unit 605, the process of performing data format conversion on the parameter set according to the parameter structure template is specifically used for:

[0097] Converting the audio file path of the playback instruction into an audio coding format supported by the target telephone platform and a storage location identifier;

[0098] Compiling the logical expression in the agent allocation rule into a routing script syntax special for the target telephone platform;

[0099] Mapping the key-value pair of the call data into a session variable naming specification defined by the target telephone platform.

[0100] In an embodiment, the execution result in the calling unit 605 includes:

[0101] Function execution state (success / failure / timeout);

[0102] Business related data (such as key value, call data, agent ID);

[0103] Platform original response code and error description.

[0104] In an embodiment, the platform business and platform decoupling device is further used for:

[0105] When the unified IVR module detects the business process, a session release instruction is sent to the corresponding adaptation layer component;

[0106] The adaptation layer component releases the call resource according to the session release instruction, and clears the temporary data storage area associated with the global session identifier;

[0107] The complete call flow data is written into an audit database independent of the target phone platform through a unified IVR module, and the flow data contains the execution time stamp and result code of all operation instructions.

[0108] The specific definitions of the platform service and platform decoupling apparatus can refer to the definitions of the platform service and platform decoupling method in the foregoing, which will not be described herein. Each module in the platform service and platform decoupling apparatus described above can be implemented by software, hardware, or a combination thereof, in whole or in part. Each module described above can be embedded in or independent of a processor in a computer device in hardware form, or can be stored in a memory in a computer device in software form, so as to be called and executed by a processor to perform the operations corresponding to each module.

[0109] In an embodiment, a computer device is provided, which can be a server, and an internal structure diagram thereof can be as shown in Figure 7 The computer device includes a processor, a memory, a network interface, and a database connected through a system bus. The processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, a computer program, and a database. The internal memory provides an environment for running the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is configured to communicate with an external client through a network connection. The computer program, when executed by the processor, implements the functions or steps of a server side of a platform service and platform decoupling method.

[0110] In an embodiment, a computer device is provided, which can be a client, and an internal structure diagram thereof can be as shown in Figure 8 The computer device includes a processor, a memory, a network interface, a display screen, and an input device connected through a system bus. The processor of the computer device is configured to provide computing and control capabilities. The memory of the computer device includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system and a computer program. The internal memory provides an environment for running the operating system and the computer program in the non-volatile storage medium. The network interface of the computer device is configured to communicate with an external server through a network connection. The computer program, when executed by the processor, implements the functions or steps of a client side of a platform service and platform decoupling method.

[0111] In an embodiment, a computer device is provided, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and the processor implements the following steps when executing the computer program:

[0112] Extract the basic routing function set and the basic IVR function set from multiple heterogeneous telephony platforms;

[0113] A unified IVR module is developed based on the routing basic function set and the IVR basic function set as a business logic execution engine independent of the telephone platform. The unified IVR module is used to receive call requests from the telephone platform and execute business processes based on the functional interfaces defined by the routing basic function set and the IVR basic function set.

[0114] Develop corresponding adaptation layer components for each telephone platform. The adaptation layer components are used to map the function interfaces of the routing basic function set and the IVR basic function set to the native interfaces of the telephone platform.

[0115] When the unified IVR module receives a call request, it executes the business logic step by step and generates operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set, and sends the operation instructions to the corresponding adaptation layer components.

[0116] The corresponding adaptation layer component calls the corresponding native interface of the telephone platform to execute the mapped function according to the received operation instruction, and returns the execution result to the unified IVR module to continue to execute the business logic until the business process ends.

[0117] In one embodiment, a computer-readable storage medium is provided having a computer program stored thereon, the computer program performing the following steps when executed by a processor:

[0118] Extract the basic routing function set and the basic IVR function set from multiple heterogeneous telephony platforms;

[0119] A unified IVR module is developed based on the routing basic function set and the IVR basic function set as a business logic execution engine independent of the telephone platform. The unified IVR module is used to receive call requests from the telephone platform and execute business processes based on the functional interfaces defined by the routing basic function set and the IVR basic function set.

[0120] Develop corresponding adaptation layer components for each telephone platform. The adaptation layer components are used to map the function interfaces of the routing basic function set and the IVR basic function set to the native interfaces of the telephone platform.

[0121] When the unified IVR module receives a call request, it executes the business logic step by step and generates operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set, and sends the operation instructions to the corresponding adaptation layer components.

[0122] The corresponding adaptation layer component invokes the corresponding telephone platform native interface according to the received operation instruction to execute the mapped corresponding function, and returns the execution result to the unified IVR module to continue to execute the business logic until the business process ends.

[0123] It should be noted that the functions or steps described above with respect to the computer readable storage medium or the computer device can correspond to the related descriptions of the server side and the client side in the foregoing method embodiments. To avoid repetition, they will not be described one by one here.

[0124] Those skilled in the art can understand that all or part of the processes in the foregoing method embodiments can be completed by a computer program instructing related hardware. The computer program can be stored in a non-volatile computer readable storage medium. When the computer program is executed, it can include the processes of the foregoing method embodiments. In the embodiments provided in the present application, any reference to memory, storage, database or other medium can include non-volatile and / or volatile memory. Non-volatile memory can include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory can include random access memory (RAM) or external cache memory. As an illustration but not limitation, RAM is available in various forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0125] Those skilled in the art can clearly understand that, for the convenience and brevity of description, only the division of the above functional units and modules is exemplified. In actual applications, the above functions can be completed by different functional units and modules according to needs, that is, the internal structure of the device is divided into different functional units or modules to complete all or part of the functions described above.

[0126] The above-described embodiments are only used to illustrate the technical solutions of the present application, and are not intended to limit the present application; although the present application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that: it can still modify the technical solutions recorded in the foregoing embodiments, or make equivalent replacement for part of the technical features; and these modifications or replacements do not make the essence of the corresponding technical solutions deviate from the spirit and scope of the technical solutions of the embodiments of the present application, and should be included in the protection scope of the present application.

Claims

1. A method for decoupling platform services from the platform, characterized in that, Comprising: extracting a set of routing base functions and a set of IVR base functions from a plurality of heterogeneous telephony platforms; developing a unified IVR module as a telephony platform independent business logic execution engine based on the set of routing base functions and the set of IVR base functions, the unified IVR module configured to receive a call request from the telephony platform and execute a business process based on function interfaces defined by the set of routing base functions and the set of IVR base functions; developing a corresponding set of adapter layer components for each telephony platform, the set of adapter layer components configured to implement a mapping of the function interfaces of the set of routing base functions and the set of IVR base functions to native interfaces of the telephony platform; when the unified IVR module receives the call request, executing business logic step by step and generating operation instructions corresponding to specific functions in the set of routing base functions or the set of IVR base functions, and sending the operation instructions to the corresponding adapter layer component; the corresponding adapter layer component invoking the corresponding native interface of the telephony platform to execute the corresponding function after the mapping according to the received operation instructions, and returning the execution result to the unified IVR module to continue executing business logic until the end of the business process.

2. The platform business and platform decoupling method according to claim 1, characterized in that: the set of routing base functions includes at least one of the following: announcement, key collection, queue announcement, customer priority, setting up call data, obtaining call data, assigning to an agent, assigning to a queue, assigning to an agent list, transferring to a mobile phone, and hanging up; the set of IVR base functions includes at least one of the following: announcement, transfer, key collection, hanging up, obtaining call data, setting up call data, and jump routing.

3. The method of claim 1, wherein: when the unified IVR module receives the call request, executing business logic step by step and generating operation instructions corresponding to specific functions in the set of routing base functions or the set of IVR base functions, and sending the operation instructions to the corresponding adapter layer component, including: when a call request enters the unified IVR module, parsing the node type of the business process; if the node type is an IVR function node, invoking the function interface of the set of IVR base functions to generate operation instructions containing announcement parameters, key collection rules, or call data operation instructions; if the node type is a routing function node, invoking the function interface of the set of routing base functions to generate operation instructions containing agent assignment strategy, queue selection logic, or transfer rules; after the corresponding operation instructions are mapped to the corresponding native interface of the telephony platform through the corresponding adapter layer component, the unified IVR module suspends the current business process execution until the next node is activated after receiving the return result of the adapter layer component.

4. The method of claim 1, wherein: the step of the corresponding adapter layer component invoking the corresponding native interface of the telephony platform to execute the corresponding function after the mapping according to the received operation instructions, and returning the execution result to the unified IVR module to continue executing business logic until the end of the business process, including: the corresponding adapter layer component receiving the operation instructions sent by the unified IVR module, parsing the function type identifier and parameter set in the operation instructions; According to the function type identifier, a preset interface mapping table is queried to obtain a corresponding native interface name and a parameter structure template in the target telephone platform; wherein, the interface mapping table stores a mapping relationship between function interfaces of the routing basic function set and the IVR basic function set and native interfaces of the telephone platform; According to the parameter structure template, data format conversion is performed on the parameter set; The target telephone platform native interface is called to perform the converted function operation, and the interface execution state is monitored; The return result and the execution status code of the target telephone platform native interface are obtained and encapsulated into a standardized execution result; The execution result is returned to the unified IVR module to continue to execute the business logic until the end of the business process.

5. The method of claim 4, wherein: The step of performing data format conversion on the parameter set according to the parameter structure template comprises: Converting the audio file path of the playback instruction into an audio coding format supported by the target telephone platform and a storage location identifier; Compiling the logical expression in the agent allocation rule into a routing script syntax special for the target telephone platform; Mapping the data key-value pair of the call into a session variable naming specification defined by the target telephone platform.

6. The method of claim 1, wherein: The execution result includes: function execution state, business related data, platform original response code and error description.

7. The method of claim 1, wherein: Further comprising: When the unified IVR module detects a business process, a session release instruction is sent to the corresponding adaptation layer component; Through the adaptation layer component, the target telephone platform native interface is called to release the call resource according to the session release instruction, and the temporary data storage area associated with the global session identifier is cleared; Through the unified IVR module, complete call flow data is written into an audit database independent of the target telephone platform, and the flow data includes the execution timestamp and result code of all operation instructions.

8. A platform service and platform decoupling apparatus, characterized by comprising: Comprising: A function extraction unit for extracting a routing basic function set and an IVR basic function set from a plurality of heterogeneous telephone platforms; An IVR module development unit for developing a unified IVR module as a business logic execution engine independent of the telephone platform based on the routing basic function set and the IVR basic function set, the unified IVR module being used to receive a call request from the telephone platform and execute a business process based on the function interfaces defined by the routing basic function set and the IVR basic function set; A mapping unit for developing a corresponding adaptation layer component for each telephone platform, the adaptation layer component being used to realize the mapping of the function interfaces of the routing basic function set and the IVR basic function set to the native interfaces of the telephone platform; An execution unit for, when the unified IVR module receives the call request, step-by-step executing the business logic and generating operation instructions corresponding to specific functions in the routing basic function set or the IVR basic function set, and sending the operation instructions to the corresponding adaptation layer component; A calling unit for, according to the received operation instructions, the corresponding adaptation layer component calling the corresponding telephone platform native interface to execute the corresponding mapped function, and returning the execution result to the unified IVR module to continue to execute the business logic until the end of the business process.

9. A computer device comprising a memory, a processor, and a computer program stored on the memory and executable on the processor, characterized in that, The processor implements the platform service and platform decoupling method in any one of claims 1 to 7 when executing the computer program.

10. A computer-readable storage medium, characterized in that, The computer readable storage medium stores a computer program which, when executed by a processor, causes the processor to perform the platform service and platform decoupling method in any one of claims 1 to 7.

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