WO2008092369A1

WO2008092369A1 - Method for sending position information in a queuing system and system thereof

Info

Publication number: WO2008092369A1
Application number: PCT/CN2008/000114
Authority: WO
Inventors: Xiaojing Wu; Bo Peng
Original assignee: Huawei Technologies Co., Ltd.
Priority date: 2007-01-26
Filing date: 2008-01-16
Publication date: 2008-08-07
Also published as: CN101026783A; CN100584055C

Abstract

A method for sending position information in a queuing system is provided that an entity with control functions receives a service request sent from a user terminal, and it places the user terminal in a waiting queue at a corresponding position when it determines that the service request is in a state of waiting for being processed, and it sends information of the user terminal's position in the waiting queue to the user terminal. Thus, the problem in known art that when the user uses a telecommunication service, the user can not obtain the information of its present position in the waiting queue, so as to affect the user's usage experiences. A communication device and A communication system are provided synchronously.

Description

Method and system for transmitting location information in queuing system

The present invention relates to the field of communications, and in particular, to a method and system for transmitting location information in a queuing system. Background technique

Currently, in the telecommunication service, queuing technology is widely used. For example, in a call service or a toll-free telephone service, a called party (ie, a service party) has a certain number of service terminals (such as a telephone) that can receive external call requests, and these service terminals are all accessed through the same public number, and a large number of users. This number can be called at the same time. In the network carrying the telecommunication service, there is a special control device responsible for connecting the user's service request to an internal service terminal. Since one internal service terminal can only receive one external call request at the same time, when the number of externally initiated service requests is greater than the number of internal service terminals, only some of the user's service requests can be satisfied. The service requests of other users are added to a waiting queue, and the external calls that are connected are released in a certain order to release the internal service terminal resources. When an external call that has been connected ends, the corresponding internal service terminal resource is released, and the service terminal can receive a new external call. At this time, the control device will wait for the top-ranked service request in the queue to be taken out, and The service request is linked to the idle internal service terminal, and the loop is repeated until all service requests are processed, or the external user actively terminates the service request because the waiting time is too long.

When the user is in the waiting state, the existing control device repeatedly plays the music or "please wait" to the user to relieve the user's anxiety caused by the waiting. However, for the user, because it is impossible to predict how long it needs to wait, when the system is busy, the user waits for a long time. Even with music and prompts, the user will inevitably aggravate the anxiety, thus affecting Its own experience. Summary of the invention An embodiment of the present invention provides a method and system for transmitting location information in a queuing system, which is used to solve the problem in the prior art that when a user uses a telecommunication service service, for example, in a queuing system, the current location information cannot be known. problem.

The specific technical solutions of the embodiments of the present invention are as follows:

A method of transmitting location information in a queuing system, the method is:

The entity having the control function receives the service request sent by the user terminal, and when determining that the service request is in the waiting state, the user terminal is included in the corresponding position of the waiting queue, and the user terminal is in the waiting queue. Information is sent to the user terminal.

A control device comprising:

a storage unit, configured to save an identifier of the service terminal that is currently in an idle state, and an identifier of the user terminal currently in the waiting state and location information of the user terminal in the waiting queue;

a first communication unit, configured to receive a service request sent by the user terminal, and send the location information in the waiting queue to the user terminal after the user terminal is included in the waiting queue;

The processing unit is configured to: when determining that there is no service terminal in an idle state, the user terminal is included in a corresponding location of the waiting queue, and obtain location information of the user terminal currently in the waiting queue.

A communication system includes a user terminal and a control device, wherein the control device is in use for determining

When the service request sent by the user terminal is in a waiting state, the user terminal is included in the corresponding position of the waiting queue, and the location information of the user terminal in the waiting queue is sent to the user terminal.

In the embodiment of the present invention, the location information in the waiting queue is sent to the user, thereby alleviating the anxiety generated by the user while waiting for the service request to be processed, thereby improving the user experience. DRAWINGS

1 is a schematic structural diagram of a communication system according to an embodiment of the present invention;

2 is a functional structural diagram of a control device according to an embodiment of the present invention; FIG. 3 is a flowchart of waiting processing of a received service request by a control apparatus according to an embodiment of the present invention. detailed description

In order to solve the prior art, when the user uses the telecommunication service business, the anxiety is generated because the waiting time cannot be estimated, thereby affecting the use experience. In the embodiment of the present invention, after receiving the service request sent by the user terminal, if the control device determines that the service request needs to wait for processing, the control device is included in the corresponding position of the waiting queue, and the user terminal is in the waiting queue. The location information is sent to the user terminal, so that the user can know his current location status, estimate the waiting time, and better experience the telecommunication service.

The following is a detailed description of the telecommunications consulting service business with reference to the accompanying drawings.

Referring to Fig. 1, in the present embodiment, the communication system includes a user terminal 10, a control device 11, and a service terminal 12. The user terminal 10 is configured to send a service request to the control device 11 to use a corresponding consulting service. The control device 11 is configured to wait for a service request sent by the user terminal 10 when determining that the service terminal 12 is in a working state. The service terminal 12 is configured to provide a corresponding consulting service to the user terminal 10.

Referring to FIG. 2, in the embodiment, the control device 11 includes a first communication unit 20, a processing unit 21, a second communication unit 22, and a storage unit 23. The first communication unit 20 is configured to receive a service request sent by the user terminal 10, and return location information of the current waiting queue to the user terminal 10; the processing unit 21 is configured to determine whether the service is sent to the user terminal 10. The request is waited for (ie, whether all of the service terminals 12 are in a working state), and when it is determined that the service request needs to be processed, the corresponding user terminal 10 is placed in a corresponding position in the waiting queue, and the user terminal 10 is obtained. The location information currently waiting in the queue; the second communication unit 22 is configured to complete data transmission when the user terminal 10 is connected to the corresponding service terminal 12; the storage unit 23 is configured to store a service list and a waiting list, where The service list stores the identifier of the service terminal 12 that is currently in the idle state, and the waiting list stores the identifier of the user terminal 10 that is currently processing the waiting state. In this embodiment, the service terminal 12 providing consulting services for the user is 5 service phones, and the 5 service phones have a common access number 222222. When 5 service phones are idle, the service list in the control device 11 is as follows. Table 1 shows:

Table 1 Service List

Service call 1

Service call 2

Service call 3 service call 4

Service Phone 5 When the user dials the public number 222222 for service consultation through the landline or mobile phone, the communication tool used by the user (ie, the user terminal 10) sends a service request to the control device 11, and the control device 11 receives the service request and then the user The terminal 10 is connected to the corresponding service telephone until all the service telephones are in working state; if there are still some service requests of the user terminal 10 that are not responded at this time, or a new user terminal 10 sends a service request to the control device 11 Then, the control device 11 lists the user terminals 10 that have not received the service response in a certain order in the waiting queue, and transmits corresponding waiting queue position information thereto.

In this embodiment, the control device 11 receives a total of eight service requests sent by the user terminal 10. When the five service phones providing the consulting service service are in the working state, there are only five user terminals 10 (referred to as user 1, user). 2. The service requests of user 3, user 4, and user 5 are answered, and the service requests of three user terminals 10 (referred to as user 6, user 7, and user 8) are not responded, but at this time Two user terminals 10 (referred to as user 9 and user 10) transmit a service request to the control device 11, and as shown in FIG. 3, the detailed flow of the control device 11 processing the service request without receiving the service response is as follows:

Step 300: The control device 11 places the user 6 and the user 7 in the order in which the service request is received. And the user 8 belongs to the corresponding position in the waiting queue, and saves the location information of the three users in the waiting queue in the waiting list. At this time, the contents of the waiting list are as shown in Table 2:

Table 2 waiting list

User 6 (1st place) User 7 (2nd place)

User 8 (bit 3) The location information determines the length of time the corresponding user needs to wait, for example: the location information of user 6 is "1st digit", and the location information of user 7 is "2nd digit", and The location information of the user 8 is "third digit". After the location information of the three users is saved, the control device 11 prompts the three users to display their corresponding location information by using a voice playback manner, such as: prompting the user 6 that "your location is the first digit, before you. There are also 0 customers, and so on.

In the consulting service business, the average time that each user occupies the service call is approximately the same. Therefore, the user can estimate the time that he/she still needs to wait according to the time interval of playing the location information and the change of the position in the waiting queue. Because of the clear waiting time, the user's anxiety will be greatly alleviated.

Step 301: The control device 11 receives the service request sent by the user 9 and the user 10 in turn, and the control device 11 assigns the user 9 and the user 10 to the corresponding position in the waiting queue, and saves the location messages of the two users. Waiting for the list, and sending their corresponding location information to the user 9 and the user 10. At this time, the contents of the waiting list in the control device 11 are as shown in Table 3:

table 3 Waiting list

User 6 (position)

User 7 (2nd place)

User 8 (3rd place)

User 9 (4th place)

User 10 (No. 5) Step 302: If User 1 and User 2 complete the service consultation and release the corresponding service telephone resources, the control device 11 will place the user 6 and the user 7 and the idle service telephone ranked in the first two digits of the waiting list. Connected to respond to the service request of the user 6 and the user 7, and at this time, the user 9 hangs up due to the long waiting time, thereby giving up the current service consultation, the control device 11 is to perform the waiting list according to the current state of each user. Re-adjustment, the contents of the adjusted waiting list are shown in Table 4:

Table 4 User 8 (1st place)

After the adjustment of the 1 household 10 ~~, the control device also notifies the two users of the location information of the user 8 and the user 10 currently in the waiting list in a voice play form.

Among all the users in the waiting state, some users (such as user 9) will voluntarily give up the call because the estimated waiting time is too long, so that the waiting queue can be maintained at an appropriate length, thereby reducing System load.

In the above embodiment, the control device 11 notifies the user of the location information currently in the waiting queue in two ways. In the first mode, the control device 11 acquires the location information of all the user terminals 10 in the waiting state from the waiting list at a certain period, and notifies the corresponding user to the location information; the second mode is: When the state of some user terminals 10 changes, causing the control device 11 to re-adjust the contents of the waiting list, the control device 11 acquires the location information of all the currently waiting user terminals 10 from the waiting list after adjusting the waiting list. , and notify the corresponding user of the location information. Of course, in addition to playing the location information in the form of a voice, the location information of the user terminal 10 in the waiting queue may be sent to the corresponding user by using a short message.

This allows the user to estimate how long they have to wait based on the time interval at which the location information is played and the changes in their position in the waiting queue. Since the waiting time is clarified, the user's anxiety will be greatly relieved, and even waiting time can be used to complete other tasks, which greatly improves the user experience; on the other hand, when the waiting queue is long, When the user needs to wait for a long time, the last user will voluntarily give up the call because the estimated waiting time exceeds the psychological deadline, thus keeping the waiting queue automatically at an appropriate length, avoiding the user's inability to estimate the waiting time. And the unnecessary waiting, resulting in an increase in system load.

In summary, in the embodiment of the present invention, the control device 11 slows down the anxiety generated by the user while waiting for the service request to be processed, and improves the user's use by sending the user's current location information in the waiting queue. Experience. The spirit and scope of the invention. Therefore, it is intended that the present invention cover the modifications and variations of the invention as claimed.

Claims

Rights request

A method for transmitting location information in a queuing system, characterized in that: an entity having a control function receives a service request sent by a user terminal, and when the service request is determined to be in a waiting state, the user terminal is included Waiting for a corresponding location of the queue, and transmitting location information of the user terminal in the waiting queue to the user terminal.

2. The method according to claim 1, wherein the entity having the control function acquires location information of all currently waiting user terminals from the waiting list according to the set period, and sends the location information. Give the corresponding user terminal.

The method according to claim 1, wherein the entity having the control function adjusts the waiting list when the service request status of the user terminal or the position of the user terminal in the waiting queue changes, and After the adjustment, the location information of all current user terminals in the waiting state is obtained from the waiting list, and the location information is sent to the corresponding user terminal.

The method according to claim 1, 2 or 3, wherein the entity having the control function transmits the location information of the user terminal in the waiting queue to the user terminal in a voice play form.

5. A control device, comprising:

6. The control device according to claim 5, further comprising:

The second communication unit is configured to complete data transmission when the user terminal is connected to the corresponding service terminal. The control device according to claim 5, wherein the processing unit acquires location information of all current user terminals in a waiting state according to a set period, and uses the first communication unit to obtain the location information. Send to the corresponding user terminal.

The control device according to claim 5, wherein when the service request status of a user terminal or the position in the waiting queue changes, the processing unit is for each user terminal currently located in the waiting queue. The location information is adjusted, and the adjusted location information is sent to the corresponding user terminal by the first communication unit.

A communication system, comprising: a user terminal and a control device, wherein the control device, when determining that the service request sent by the user terminal is in a waiting state, includes the user terminal in a corresponding position of the waiting queue And transmitting the location information of the user terminal in the waiting queue to the user terminal.

The communication system according to claim 9, wherein the control device transmits the location information of all currently waiting user terminals to the corresponding user terminal according to the set period; or, at the user terminal When the service request status or the location of the user terminal changes in the waiting queue, the location information of all the currently waiting user terminals is sent to the corresponding user terminal.

The communication system according to claim 9, wherein the control device transmits the location information of the user terminal in the waiting queue to the user terminal in a voice play form.

12. The communication system of claim 9, 10 or 12, wherein the control device comprises: