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Call history tracing method, device, electronic device, storage medium

A technology of call history and call identification, which is applied in the fields of storage media, devices, call history tracing methods, and electronic equipment, and can solve the problems of inconvenient data query, low reliability, unfavorable data query and analysis, etc.

Active Publication Date: 2020-06-30
携程旅游信息技术(上海)有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

The previous call logs were mainly recorded by the application of each IVR process. There was no unified log recording method, and the dispersion was large and the reliability was not high, which was not conducive to data query and analysis.
[0003] At the same time, call center calls usually involve manual services. When performing manual services, the operator usually needs to query multiple databases and multiple parties in the system to obtain the user's operations and processes in the previous IVR call, which not only cannot intuitively understand the user. requirements, and these data queries are also very inconvenient

Method used

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  • Call history tracing method, device, electronic device, storage medium
  • Call history tracing method, device, electronic device, storage medium
  • Call history tracing method, device, electronic device, storage medium

Examples

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Embodiment Construction

[0030] Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many forms and should not be construed as limited to the examples set forth herein; rather, these embodiments are provided so that this disclosure will be thorough and complete and will fully convey the concept of example embodiments to those skilled in the art. The described features, structures, or characteristics may be combined in any suitable manner in one or more embodiments.

[0031] Furthermore, the drawings are merely schematic illustrations of the present disclosure and are not necessarily drawn to scale. The same reference numerals in the drawings denote the same or similar parts, and thus repeated descriptions thereof will be omitted. Some of the block diagrams shown in the drawings are functional entities and do not necessarily correspond to physically or logically separate entities. These functional entities ...

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Abstract

The invention provides a call history tracing method and device, electronic equipment and a storage medium. The method comprises the following steps that: when a call is switched to human service, obtaining the call identification of an IVR (Interactive Voice Response) call which needs to be traced; according to the call identification, inquiring a process instance log related to the call identification from a database; according to the call identification, inquiring a user input log related to the call identification from the database; according to the call identification, inquiring a servicecalling log related to the call identification from the database; according to an IVR process structure, from a root node, according to key values sorted according to key indexes, determining a nextnode step by step, and determining called web service according to the reached node and a service calling index so as to trace the data of the IVR call related to the call identification; and providing the traced data of the IVR call for the equipment of a telephone operator distributed by the human service. By use of the method and the device provided by the invention, the tracing of the IVR callis realized.

Description

technical field [0001] The invention relates to the field of computer application technology, in particular to a call history tracing method, device, electronic equipment, and storage medium. Background technique [0002] The call center carries a large number of external service functions of the company. The continuous expansion of the company's business makes the business throughput of the call center higher and higher, and the number of call logs generated is also increasing. The large amount of data puts forward higher requirements on the processing capacity of the system. The previous call logs were mainly recorded by each IVR process application. There was no unified log recording method, and the dispersion and reliability were relatively large, which was not conducive to data query and analysis. [0003] At the same time, call center calls usually involve manual services. When performing manual services, the operator usually needs to query multiple databases and mult...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G06F16/18G06F16/2458
CPCG06F16/1815G06F16/2474
Inventor 蒋琛彦
Owner 携程旅游信息技术(上海)有限公司
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