CN104683943A - Method and device for real-time location calling terminal - Google Patents

Abstract

The present invention discloses a method and device for immediately positioning a calling terminal, to position a calling end which calls a calling center, with the positioning being approved by a user of the calling end user. The method for immediately positioning a calling terminal includes: according to received invoking information sent by a called end, sending prompt information to the calling terminal, the prompt information being used to prompt the user to select whether being positioned is needed; receiving the need to be positioned fed back by the calling terminal, positioning the calling terminal, and obtaining a positioning result; and pushing the positioning result to the called end. According to the technical solution of the present invention, positioning the calling end is performed only when the user calling the calling center has a need and allows to be positioned. In such way, not only a problem of protecting privacy of the cellphone user is effectively solved, a service experience level of a commercial calling center is also improved.

Description

Method and device for real-time location calling terminal

technical field

The present invention relates to the technical field of data services, and more specifically, to a method and device for instantly locating a calling terminal.

Background technique

With the rapid popularization of mobile communications, various commercial call centers (customer service center hotlines such as banking, insurance, and electric power) need to obtain the current location information of the calling mobile phone user in certain business processes to provide more convenient services, such as insurance companies vehicle rescue, bank customer outlet guidance, and emergency repairs for power users’ complaints. Calling users often cannot accurately describe the current location information, and mobile communication operators who grasp the calling user’s current mobile phone location information are out of privacy protection and security risks for mobile phone users. control, it is impossible to directly provide the current location information of calling mobile phone users to these commercial call centers (commercial call centers often need to obtain the current location information of customers as an auxiliary in some special service processes, not all call-in users location positioning), if the user is sent a location-based SMS reminder during a call, and the user is required to reply to the location-based message, the customer needs to hang up the phone, reply to the message to confirm, and then make a call again, which is quite inconvenient and inexperienced Extremely poor, this not only hinders the popularization and promotion of location-based service industry applications in the field of call centers, but also cannot better improve the service experience of mobile phone users.

Therefore, in the prior art, there are problems such as that the call center system cannot arbitrarily obtain the location of the calling terminal due to the protection of the privacy of the location of the calling terminal, which brings inconvenience to the service.

Contents of the invention

The present invention provides a method and device for instantly locating a calling terminal, which is used to solve the inconvenience caused by the call center system not being able to arbitrarily obtain the location of the calling terminal due to the protection of the location privacy of the calling terminal in the prior art And other issues.

In order to achieve the above purpose, according to one aspect of the present invention, a method for instantly locating a calling terminal is provided, and the following technical solutions are adopted:

The method for instantly locating a calling terminal includes: sending a prompt message to the calling terminal according to the received call information sent by the called terminal, the prompt message is used to prompt the user to select whether there is a need to be located; receiving all feedback from the calling terminal According to the positioning requirement, the calling terminal is positioned to obtain a positioning result; and the positioning result is pushed to the called terminal.

Further, the locating the calling terminal includes: sending a locating instruction to the server, the locating instruction is used to control the server to query the location of the calling terminal and obtain the locating result.

Further, after the positioning result is obtained, the method for instantly locating a calling terminal further includes: controlling the server to detect whether the calling terminal has dialed within a preset time range through a preset voice signaling detection system. The called terminal obtains a detection result; when the detection result is that the calling terminal has dialed the called terminal within the preset time range, controlling the server to push the positioning result to the Called end.

Further, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: receiving the calling information of the called terminal through the interface of the real-time open preset voice prompt selection module; The preset voice prompt selection module executes sending the voice prompt information to the calling terminal.

Further, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

Further, before pushing the positioning result to the called terminal, the method for instantly locating the calling terminal further includes: displaying the positioning result on a map module to obtain a display result; The map module with the display result is bound to the positioning result.

According to another aspect of the present invention, a device for instantly locating a calling terminal is provided, and the following technical solution is adopted:

The device for instantly locating a calling terminal includes: a sending module, configured to send a prompt message to the calling terminal according to the received sending and calling information of the called terminal, the prompt message being used to prompt the user to select whether there is a need to be located; a positioning module, used to After receiving the positioning requirement fed back by the calling terminal, the calling terminal is positioned to obtain a positioning result; a push module is configured to push the positioning result to the called terminal.

Further, the locating module includes: a sending unit, configured to send a locating command to the server, and the locating command is used to control the server to query the location of the calling terminal and obtain the locating result.

Further, the device for instantly locating a calling terminal further includes: a first control module, configured to control the server to detect whether the calling terminal has dialed the The called terminal obtains a detection result; the second control module is configured to control the server to push the The location result is sent to the called end.

Further, the sending module includes: a receiving unit, configured to receive the call information of the called terminal through an interface of the preset voice prompt selection module opened in real time; an execution unit, configured to prompt the selection module through the preset voice Execute sending the voice prompt information to the calling terminal.

Further, the sending module includes: a control unit, configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

Further, the device for instantly locating a calling terminal further includes: a display module, configured to display the positioning result on a map module to obtain a display result; a binding module, configured to display the location result with the displayed result The map module of is bound to the location result.

The present invention fully considers the characteristics of the call center and the mobile location service, and sets up a new voice prompt selection module through the operator. When the call center needs to locate the current incoming mobile phone customer, the above voice prompt module of the operator is called to send Whether the mobile phone user allows a call center to locate it. If the button is selected to indicate that it is allowed, the operator will initiate an inquiry to the background mobile phone location service platform. The mobile phone location service platform first uses the operator's voice signaling detection system to judge the location. Whether the mobile phone user has actually dialed the number of the call center, and if so, the mobile phone location information of the call-in user will be pushed to the call center platform to protect customer privacy while improving customer service levels and enhancing customer satisfaction.

Description of drawings

The accompanying drawings are used to provide a further understanding of the present invention, and constitute a part of the application. The schematic embodiments of the present invention and their descriptions are used to explain the present invention, and do not constitute improper limitations to the present invention. In the attached picture:

FIG. 1 shows a flowchart of a method for instantly locating a calling terminal according to an embodiment of the present invention;

Fig. 2 shows a device structure diagram of an instant location calling terminal according to an embodiment of the present invention.

Detailed ways

The embodiments of the present invention will be described in detail below with reference to the accompanying drawings, but the present invention can be implemented in many different ways defined and covered by the claims.

FIG. 1 shows a flowchart of a method for instantly locating a calling terminal according to an embodiment of the present invention.

Referring to Fig. 1, the method for instantly locating a calling terminal includes:

S101: Send a voice prompt message to the calling terminal according to the received call information sent by the called terminal, the voice prompt message is used to prompt the user to select whether there is a need to be located;

S102: Receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result;

S103: Push the positioning result to the called end.

In step S101, during the conversation between the calling terminal and the called terminal, according to the calling of the called terminal, the operator sends a prompt message to the calling terminal, prompting the calling terminal user to select whether there is a need to be located, and the terminal user can press the button Choose whether to agree to be targeted. The prompt information can be a voice signal indicating the meaning of the prompt, or any prompt to determine the meaning, such as a beep sound, etc. At the same time, there is no limitation on the location of the button to express agreement or disagreement, because it can also be a gesture , sound, etc. in response. In step S102, when receiving feedback from the calling terminal that there is a demand for positioning, the operator initiates an inquiry to the background mobile phone location service platform, obtains the positioning result, that is, the location of the calling terminal, and pushes it directly to the called terminal in step S103 .

In view of the fact that the existing call real-time positioning technology cannot solve the problem of flexible control of the privacy of mobile phone customers dialing commercial call centers, without the need to confirm through SMS, the interactive voice response during the call process prompts whether to actively choose whether to allow After being positioned by the call center, the operator sends the corresponding caller's current location information to the commercial call center according to the value returned by the interaction result, which not only effectively solves the privacy protection problem of mobile phone users, but also improves the service experience level of the commercial call center.

Preferably, the locating the calling terminal includes: sending a locating instruction to the server, the locating instruction is used to control the server to query the location of the calling terminal and obtain the locating result.

Preferably, after the positioning result is obtained, the method for instantly locating a calling terminal further includes: controlling the server to detect whether the calling terminal has dialed within a preset time range through a preset voice signaling detection system. The called terminal obtains a detection result; when the detection result is that the calling terminal has dialed the called terminal within the preset time range, controlling the server to push the positioning result to the Called end.

The above-mentioned embodiment specifically provides the method for the operator's background server to perform positioning. The mobile phone location service platform first uses the operator's voice signaling detection system to judge whether the mobile phone user has actually dialed the call center number. The mobile phone location information of the call-in user is sent to the call center platform. The so-called real dialing is defined by the preset time range in the technical solution of this embodiment, such as 1 minute, and it is regarded as real dialing within 1 minute. By verifying the real dialing, the location information of the mobile phone user is prevented from being obtained maliciously.

Preferably, the sending a prompt message to the calling terminal according to the received call information sent by the called terminal includes: receiving the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; The preset voice prompt selection module executes sending the voice prompt information to the calling terminal.

The feature of this embodiment is that the operator provides an open interface for the called terminal to remotely call the voice prompt selection module, such as a large and medium-sized commercial service center for customers who have built their own call center, and open it through the real-time call voice prompt platform The interface is for the commercial call center to call. The commercial call center can flexibly call the real-time call voice prompt platform in its business process. After the call is completed, it will be returned to the current call of the original incoming customer. location information.

Preferably, the sending a prompt message to the calling terminal according to the received calling information sent by the called terminal includes: controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

The characteristic of this embodiment is that the operator provides all services internally. For example, for small and medium-sized customer service hotlines, such as 4S store service hotlines, generally the operator provides a managed call center outsourcing service platform directly. Voice prompt platform for docking development. This model means that the commercial call center directly and the call location service system are unified by the operator to provide a centralized hosting service platform, that is, the seats in the commercial center in the figure are included in the operator. In this mode, the relationship between the commercial call center and the call location service system becomes the internal interface relationship of the operator, and no line modification is required. But the implementation of subsequent processes is the same as the above pattern.

Preferably, before pushing the positioning result to the called terminal, the method for instantly locating the calling terminal further includes: displaying the positioning result on a map module to obtain a display result; The map module with the display result is bound to the positioning result.

By visually displaying the location information of the previously acquired user on the map module of the call center platform, it is convenient for the customer service hotline staff and the incoming customer to conduct guidance.

Now take an insurance company as an example to describe in detail the process of the present invention to instantly locate and call a terminal:

Step 1: Mobile phone user dials insurance company call center

Step 2: The signaling convergence system converges to the user's calling number and called number information at the same time, and sends them to the real-time call location service (hereinafter referred to as RTCLS)

RTCLS obtains the mobile phone number information that is calling the commercial call center hotline through the signaling collection and convergence system (the hotline number of the commercial call center needs to be pre-configured); after configuration, as long as the user dials the hotline, the signaling collection and convergence system can obtain the call information.

Step 3: The RTCLS system initiates positioning to the LBS system and obtains user location information;

The RTCLS system is composed of IVR and core processing modules.

Step 4: The insurance call center transfers the user's call to the RTCLS automatic call center, and the insurance company's answering agent is in a waiting state, waiting for the customer's call to be transferred back to continue the service.

Information such as the user's mobile phone number and the hotline number of the insurance company's call center must be carried when transferring.

Step 5: The RTCLS automatic call center plays a single positioning IVR permission voice to the user, prompts the user to press the button to select, and obtains the user's permission.

Step 6: The RTCLS automatic call center transfers the user's call to the insurance call center, and the insurance call center dispatches the call to the waiting seat to continue serving the user.

This transfer carried information such as the user's mobile phone number and RTCLS identification number, and re-established a voice connection with the commercial call center through a dedicated voice line. The identification number of the RTCLS is used to identify which transit service is redirected back.

Step 7: The RTCLS sends the obtained information such as the calling number of the user, the called number, and the user's button permission to the core processing module of the RTCLS.

Step 8: The RTCLS core processing module compares the user's calling number and called number obtained from the signaling convergence to see if they are consistent; at the same time, judges whether the user is allowed to provide location information.

Step 9: If the comparison is consistent and the user permits, send it to the insurance call center; the insurance call center can obtain the user's location information, and provide accurate and efficient mobile location service-related services for the user to seek help.

To realize the above process, the corresponding system architecture can be:

1. Real-time call location system (RTCLS)

Unified construction of a real-time call location system to realize docking with the existing signaling network and LBS;

2. Commercial call center Call Center system transformation

A: Commercial call center development and HTTP/XML interface of RTCLS to receive latitude and longitude location information from LACS system.

B: The commercial call center has a GIS system that directly displays the latitude and longitude location information from RTCLS (small and medium-sized customers can use the Web GIS system prepared by RTCLS).

C: When the commercial call center transfers the call to the RTCLS system, it needs to pass the mobile phone user number in the interface.

3. Line reconstruction between operators and commercial call centers

A: IP line: Corresponding to step 9, you can use the Internet dedicated line or digital circuit dedicated line for transmission.

B: Voice line: Corresponding to steps 4 and 6, in order to reduce call transfer time and improve user service satisfaction, it is recommended to use the direct connection line of the operator's voice call center. The commercial call center can also connect to other operators' dedicated voice lines, and calls with mobile operators must use mobile direct lines to reduce the delay in voice transfer between operators.

Fig. 2 shows a device structure diagram of an instant location calling terminal according to an embodiment of the present invention.

Referring to Fig. 2, the device for instantly locating a calling terminal includes: a sending module 20, which is used to send a voice prompt message to the calling terminal according to the received calling terminal sending call information, and the voice prompt message is used to prompt the user to select whether to There is a positioning requirement; the positioning module 22 is used to receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result; the push module 24 is used to push the positioning result to the Describe the called end.

Preferably, the positioning module 22 includes: a sending unit (not shown in the figure), configured to send a positioning instruction to the server, the positioning instruction is used to control the server to query the location of the calling terminal, and Obtain the positioning result.

Preferably, the device for instantly locating a calling terminal further includes: a first control module (not shown in the figure), configured to control the server to detect whether the calling terminal is within a preset time via a preset voice signaling detection system The called terminal has been dialed within the range, and a detection result is obtained; the second control module (not shown in the figure) is used to determine that the calling terminal has dialed the called terminal within the preset time range when the detection result is When the called terminal, control the server to push the positioning result to the called terminal.

Preferably, the sending module 20 includes: a receiving unit (not shown in the figure), configured to receive the calling information of the called terminal through the interface of the real-time open preset voice prompt selection module; an execution unit (not shown in the figure) ), configured to send the voice prompt information to the calling terminal through the preset voice prompt selection module.

Preferably, the sending module 20 includes: a control unit (not shown in the figure), configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information.

Preferably, the device for instantly locating a calling terminal further includes: a display module (not shown in the figure), configured to display the positioning result on a map module to obtain a display result; a binding module (not shown in the figure) display), for binding the map module with the display result to the positioning result.

The present invention fully considers the characteristics of the call center and the mobile location service, and sets up a new voice prompt selection module through the operator. When the call center needs to locate the current incoming mobile phone customer, the above voice prompt module of the operator is called to send Whether the mobile phone user allows a call center to locate it. If the button is selected to indicate that it is allowed, the operator will initiate an inquiry to the background mobile phone location service platform. The mobile phone location service platform first uses the operator's voice signaling detection system to judge the location. Whether the mobile phone user has actually dialed the number of the call center, and if so, the mobile phone location information of the call-in user will be pushed to the call center platform to protect customer privacy while improving customer service levels and enhancing customer satisfaction.

The above description is a preferred embodiment of the present invention, it should be pointed out that for those of ordinary skill in the art, without departing from the principle of the present invention, some improvements and modifications can also be made, and these improvements and modifications can also be made. It should be regarded as the protection scope of the present invention.

Claims (12)

1. A method for instantly locating a calling terminal, characterized in that it comprises: Sending a prompt message to the calling terminal according to the received call information sent by the called terminal, the prompt message is used to prompt the user to select whether there is a need to be located; receiving the positioning requirement fed back by the calling terminal, positioning the calling terminal, and obtaining a positioning result; Push the positioning result to the called terminal. 2. The method for instantly locating a calling terminal as claimed in claim 1, wherein said locating said calling terminal comprises: Sending a positioning instruction to the server, where the positioning instruction is used to control the server to query the location of the calling terminal and obtain the positioning result. 3. The method for instantly locating a calling terminal as claimed in claim 2, characterized in that, after said obtaining said positioning result, said method for instantly locating a calling terminal further comprises: controlling the server to detect whether the calling terminal has dialed the called terminal within a preset time range through a preset voice signaling detection system, and obtain a detection result; When the detection result is that the calling terminal has dialed the called terminal within the preset time range, the server is controlled to push the positioning result to the called terminal. 4. The method for instantly locating a calling terminal as claimed in claim 1, wherein said sending a prompt message to the calling terminal according to the calling information sent by the received called terminal comprises: receiving the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; Sending voice prompt information to the calling terminal is performed by the preset voice prompt selection module. 5. The method for instantly locating a calling terminal as claimed in claim 1, wherein said sending a prompt message to the calling terminal according to the calling information sent by the received called terminal comprises: controlling a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information. 6. The method for instantly locating a calling terminal according to claim 5, wherein, before the said positioning result is pushed to said called terminal, said method for instantly locating a calling terminal further comprises: Displaying the positioning result on the map module to obtain a display result; Binding the map module with the display result to the positioning result. 7. A device for instantly locating a calling terminal, characterized in that it comprises: A sending module, configured to send a prompt message to the calling terminal according to the received calling information sent by the called terminal, and the prompt message is used to prompt the user to select whether there is a need to be located; a positioning module, configured to receive the positioning requirement fed back by the calling terminal, locate the calling terminal, and obtain a positioning result; A push module, configured to push the positioning result to the called terminal. 8. The device for instantly locating a call terminal as claimed in claim 7, wherein the locating module comprises: The sending unit is configured to send a positioning instruction to the server, and the positioning instruction is used to control the server to query the location of the calling terminal and obtain the positioning result. 9. The device for instantly locating a calling terminal as claimed in claim 8, further comprising: The first control module is used to control the server to detect whether the calling terminal has dialed the called terminal within a preset time range through a preset voice signaling detection system, and obtain a detection result; The second control module is configured to control the server to push the positioning result to the called terminal when the detection result is that the calling terminal has dialed the called terminal within the preset time range. 10. The device for instantly locating a calling terminal according to claim 7, wherein the sending module comprises: A receiving unit, configured to receive the call information of the called terminal through the interface of the real-time open preset voice prompt selection module; An executing unit, configured to send the voice prompt information to the calling terminal through the preset voice prompt selection module. 11. The device for instantly locating a calling terminal according to claim 7, wherein the sending module comprises: A control unit, configured to control a preset voice prompt selection module to send the voice prompt information to the calling terminal according to the calling information. 12. The device for instantly locating a calling terminal as claimed in claim 11, further comprising: A display module, configured to display the positioning result on the map module to obtain a display result; A binding module, configured to bind the map module with the display result to the positioning result.