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Method and system for preventing call harassment of call center

A call center, telephone technology, applied in the field of computer information

Active Publication Date: 2019-11-12
携程旅游信息技术(上海)有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

[0003] The technical problem to be solved by the present invention is to provide a method and system for preventing telephone harassment in a call center in order to overcome the defects in the prior art that cannot achieve high accuracy, high flexibility and high efficiency in intercepting harassment calls

Method used

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  • Method and system for preventing call harassment of call center
  • Method and system for preventing call harassment of call center
  • Method and system for preventing call harassment of call center

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0070] This embodiment provides a method for a call center to prevent telephone harassment, such as figure 1 As shown, the method in this embodiment includes:

[0071] Step 101, setting the first white list according to the IP of the legal call source of the call center;

[0072] Step 102, obtaining current call data;

[0073] Step 103, judging whether the current call source IP belongs to the IP in the first whitelist, if yes, then execute step 104, if not, then execute step 105;

[0074] Step 104 , judging whether the call frequency of the current call source IP exceeds the first frequency threshold, if so, execute step 106 , if not, execute step 107 .

[0075] Step 105, blocking the call from the current call source IP;

[0076] Step 106, blocking calls and messages from the current call source IP;

[0077] Step 107, determine that the current call is not a nuisance call.

[0078] In step 102, the current call data includes the current call source IP and the call frequ...

Embodiment 2

[0083] This embodiment is a further improvement on the basis of implementation 1. In step 102 of this embodiment, the obtained current call data includes not only the data obtained in Embodiment 1, but also the current calling number and the current called number. number, in this embodiment, in addition to including the steps in embodiment 1, such as figure 2 shown, also includes:

[0084] Step 201, setting a second white list according to the legal PSTN number of the call center;

[0085] Step 202, judging whether the current calling number belongs to the legal PSTN number in the second white list, if not, then perform step 203, if yes, then perform step 204;

[0086] Step 203, judging whether the current called number is an extension number, if not, then perform step 205, if so, then perform step 206;

[0087] Step 204, determining that the current call is not a nuisance call;

[0088] Step 205, determine that the current call is a nuisance call, and execute step 208;

...

Embodiment 3

[0094] This embodiment is a further improvement to Embodiment 2. In step 102 of this embodiment, the obtained current call data includes not only the data obtained in Embodiment 2, but also the call duration of the current calling number, the current calling number The calling frequency and the calling duration interval of the current calling number.

[0095] Among them, such as image 3 As shown, the current call data is calculated by the following steps to calculate the current suspiciousness:

[0096] Step 301, judging whether the call duration of the current calling number satisfies the first condition, if so, execute step 302, and if not, execute step 303;

[0097] Step 302, setting the value of the current suspicious degree as the initial suspicious degree plus the first suspicious degree value, and performing step 401;

[0098] Step 303, judging whether the frequency of calling the same called number by the current calling number within the fifth time threshold exceed...

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Abstract

The invention discloses a method and a system for preventing call harassment of a call center. The method for preventing call harassment of the call center comprises the following steps: setting a first white list according to an IP of a legal call source of the call center; obtaining current call data, wherein the current call data comprises a current call source IP and a call frequency of the current call source IP; judging whether the current call source IP belongs to the IP in the first white list or not; if yes, judging whether the calling frequency of the current calling source IP exceeds a first frequency threshold value or not; if so, stopping the call and the message from the current call source IP; thus illegal calls can be effectively intercepted by judging the IP of the call source, and meanwhile, all messages of the illegal call source can be prevented through the IP layer by judging the call frequency of the call source, so that harassment calls are prevented, improper occupation of voice resources is avoided, and the resource utilization efficiency is improved.

Description

technical field [0001] The invention relates to the field of computer information technology, in particular to a method and system for preventing telephone harassment in a call center. Background technique [0002] In the telephone system of the call center system, the customer calls in to the internal agent of the call center by dialing the hotline provided by the enterprise, and the agent provides relevant support services for the customer, which is an important business scenario of the call center. For the call center voice trunk access system, the availability and effectiveness of its services will directly affect the efficiency of the call center and the customer's service experience. At present, communication methods based on IP (Internet Protocol) are becoming more and more popular, which makes the communication network environment more complex, and attacks and harassment against call centers often occur. The overall resources of the voice relay are limited, such as ...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/436H04L29/06
CPCH04L63/101H04M3/436H04M3/4365H04M3/51H04M3/5175
Inventor 韩海龙郭慢宁攀钧
Owner 携程旅游信息技术(上海)有限公司
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