CN114007034A - An online consultation method and system integrating multi-party calls - Google Patents
An online consultation method and system integrating multi-party calls Download PDFInfo
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- CN114007034A CN114007034A CN202111091317.7A CN202111091317A CN114007034A CN 114007034 A CN114007034 A CN 114007034A CN 202111091317 A CN202111091317 A CN 202111091317A CN 114007034 A CN114007034 A CN 114007034A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04N—PICTORIAL COMMUNICATION, e.g. TELEVISION
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- H04N7/14—Systems for two-way working
- H04N7/15—Conference systems
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- G—PHYSICS
- G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
- G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
- G16H80/00—ICT specially adapted for facilitating communication between medical practitioners or patients, e.g. for collaborative diagnosis, therapy or health monitoring
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
- H04L65/00—Network arrangements, protocols or services for supporting real-time applications in data packet communication
- H04L65/40—Support for services or applications
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Abstract
本申请公开了一种融合多方通话的在线问诊方法及系统，通过接收用户指令，解析所述用户指令，获取用户信息及用户选择的问诊方式、目标问诊医生信息；根据用户指令建立问诊房间；根据所述问诊方式及所述目标医生信息通知目标问诊医生；如果所述目标问诊医生接听，则将所述目标问诊医生接入所述问诊房间进行在线问诊；所述目标问诊医生根据需求邀请会诊医生进行会诊。本申请将原有的只能通过电话机操作的管理方式改造成为可视化管理方式，当病人的病情在当前接听的医生处理不了，可以通过管理界面呼叫系统预先配置好的专家电话，系统自动将专家呼叫接续进入当前问诊房间后就可以三方通话。
The present application discloses an online consultation method and system integrating multi-party calls. By receiving user instructions, parsing the user instructions, obtaining user information, a consultation method selected by the user, and target consultation doctor information; consultation room; notify the target consultation doctor according to the consultation method and the target doctor information; if the target consultation doctor answers the call, connect the target consultation doctor to the consultation room for online consultation; The target consulting doctor invites the consulting doctor to conduct a consultation according to the needs. This application transforms the original management method that can only be operated by a telephone into a visual management method. When the patient's condition cannot be handled by the doctor currently answering the call, the pre-configured expert phone number of the system can be called through the management interface, and the system automatically assigns the expert number to the system. After the call is connected to the current consultation room, a three-way call can be made.
Description
Technical Field
The application relates to the technical field of computers, in particular to an online inquiry method and system integrating multi-party call.
Background
The multi-party consultation system realizes multi-party online voice communication through an IVR technology, can realize real-time online communication between multiple parties and different places, and is convenient for patients and doctors to consult for inquiry. The multi-party consultation system based on the IVR technology can support fixed telephones and mobile communication equipment, and the supported network can be a 2G-5G network.
At present, when a multi-party call is established, a user needs to actively dial a fixed access number, such as 118168, the user accesses an IVR system to establish a room, an invited number is input, and the invitation enters the room. Moreover, the current inquiry process is based on a one-to-one inquiry mode, and when the doctor needs to consult with the experts, the doctor cannot invite the experts to conduct consultation.
Disclosure of Invention
The application provides an online inquiry method and system integrating multi-party call, which aim to solve the problem that the conventional inquiry system cannot perform consultation.
In a first aspect, to achieve the above object, the present application provides an online inquiry method integrating multi-party calls, where the method includes:
receiving a user instruction, analyzing the user instruction, and acquiring user information, an inquiry mode selected by a user and target inquiry doctor information;
establishing an inquiry room according to a user instruction;
informing a target inquiring doctor according to the inquiring mode and the target doctor information;
and if the target inquiry doctor answers, accessing the target inquiry doctor to the inquiry room for on-line inquiry.
Further, after the target inquiring doctor accesses the inquiring room for online inquiry, the method further includes:
and the target consulting doctor invites the consulting doctor to carry out consultation according to the requirement.
Further, the target consulting doctor invites the consulting doctor to consult according to the requirement, and the method comprises the following steps:
if the target consultation doctor initiates a consultation request, acquiring the information of the target consultation doctor;
informing the target consultation doctor according to the information of the target consultation doctor;
and if the target consultation doctor answers, accessing the target consultation doctor to the consultation room for consultation.
Further, the inquiry method comprises television inquiry, television video inquiry, WeChat image-text inquiry or WeChat video inquiry.
Further, after notifying the target inquiring doctor according to the inquiring method and the target doctor information, the method further comprises the following steps:
if the answer is not received within the preset time, the answer result is fed back to the user, and the user is prompted to change the inquiry time or the inquiry doctor.
In a second aspect, to achieve the above object, the present application provides an online inquiry system integrating multi-party calls, including:
television family doctor server: the system comprises a multi-party inquiry server, a client and a client, wherein the multi-party inquiry server is used for receiving inquiry demands initiated by users and sending the inquiry demands to the multi-party inquiry server;
the multi-party inquiry server: the system is used for receiving the inquiry requirements, establishing an inquiry room, calling a user, an inquiry doctor and a consultation doctor, and performing inquiry or consultation;
the doctor end of the inquiry: the system is used for receiving inquiry invitations and managing the relevant operations of inquiry of doctors;
consultation doctor end: and the system is used for receiving the consultation request and managing the relevant operation of consultation of doctors.
Further, the multi-party inquiry server comprises:
the instruction receiving unit is used for receiving a user instruction, analyzing the user instruction and acquiring user information, an inquiry method selected by a user and target inquiry doctor information;
the inquiry room establishing unit is used for establishing an inquiry room according to a user instruction;
the informing unit is used for informing a target inquiring doctor according to the inquiring mode and the target doctor information;
and the inquiry unit is used for accessing the target inquiry doctor to the inquiry room for on-line inquiry if the target inquiry doctor answers the call.
Further, the system further comprises:
and the consultation unit is used for inviting the target consulting doctor to consult according to the requirement.
Further, the consultation unit is further configured to:
if the target consultation doctor initiates a consultation request, acquiring the information of the target consultation doctor;
informing the target consultation doctor according to the information of the target consultation doctor;
and if the target consultation doctor answers, accessing the target consultation doctor to the consultation room for consultation.
Further, the notification unit is further configured to:
if the answer is not received within the preset time, the answer result is fed back to the user, and the user is prompted to change the inquiry time or the inquiry doctor.
In a third aspect, to achieve the above object, the present application provides a computer-readable storage medium, on which a computer program is stored, which when executed by a processor, implements the steps of the online inquiry method fusing multiparty calls according to any one of the first aspect.
In a fourth aspect, to achieve the above object, the present application provides a computer device, which includes a memory, a processor, and a computer program stored in the memory and executable on the processor, and when the processor executes the computer program, the processor implements the steps of the online inquiry method fusing multi-party calls according to any one of the first aspect.
According to the technical scheme, the on-line inquiry method and the system integrating the multi-party call, which are provided by the embodiment of the application, receive the user instruction, analyze the user instruction, and acquire the user information, the inquiry mode selected by the user and the information of the target inquiry doctor; establishing an inquiry room according to a user instruction; informing a target inquiring doctor according to the inquiring mode and the target doctor information; if the target inquiring doctor answers, accessing the target inquiring doctor to the inquiring room for on-line inquiring; and the target consulting doctor invites the consulting doctor to carry out consultation according to the requirement.
The method and the system transform the original management mode which can only be operated by a telephone into a visual management mode, the inquiry of the state of an illness of the user side is that the telephone is called into the system, the system can automatically connect the current user to a conversation room on a network after answering the telephone of the user, and the system can inform the doctor end in a background data reporting mode after the user is added into the room. A management interface is arranged at a doctor end, and when a user types in the system, the interface pops up a prompt to inform the user of entering a room to consult the state of an illness. Through the management interface the doctor can do some actions, such as listening or rejecting. The management operation is carried out in the process that the user consults the doctor for the illness state. Such as: in the current consultation process, the illness state of the patient can not be treated by a doctor who answers the patient at present, and a pre-configured expert telephone can be called through a management interface. After the system automatically connects the expert call into the current consulting room, the three parties can communicate.
It is to be understood that both the foregoing general description and the following detailed description are exemplary and explanatory only and are not restrictive of the application.
Drawings
In order to more clearly describe the embodiments of the present application or the technical solutions in the prior art, the drawings needed to be used in the embodiments will be briefly described below, and it is obvious for those skilled in the art that other drawings can be obtained according to these drawings without inventive exercise.
FIG. 1 is a network topology diagram of a multi-party consultation system;
fig. 2 is a schematic flow chart of an online inquiry method fusing multi-party calls according to an embodiment of the present application;
FIG. 3 is a block diagram of a multi-party interrogation network provided in an embodiment of the present application;
FIG. 4 is a flow chart of multi-party consultation provided in the embodiments of the present application;
FIG. 5 is a level diagram of an online interrogation system provided by an embodiment of the application;
fig. 6 is a schematic structural diagram of a multi-party inquiry server according to an embodiment of the present application.
Detailed Description
The features and advantages of the present application will become more apparent and appreciated from the following detailed description of the application.
The word "exemplary" is used exclusively herein to mean "serving as an example, embodiment, or illustration. Any embodiment described herein as "exemplary" is not necessarily to be construed as preferred or advantageous over other embodiments. While the various aspects of the embodiments are presented in drawings, the drawings are not necessarily drawn to scale unless specifically indicated.
In the description of the present application, it should be noted that the terms "upper", "lower", "inner", "outer", "front", "rear", "left" and "right" and the like indicate orientations or positional relationships based on operational states of the present application, and are only used for convenience of description and simplification of description, but do not indicate or imply that the system or element being referred to must have a specific orientation, be constructed in a specific orientation, and be operated, and thus, should not be construed as limiting the present application. Furthermore, the terms "first," "second," "third," and "fourth" are used for descriptive purposes only and are not to be construed as indicating or implying relative importance.
The multi-party consultation is a multi-party online Voice call realized by IVR (interactive Voice response), namely an interactive Voice response technology, can realize real-time online communication among multiple parties and different places, is mainly applied to online medical consultation and the like, and supports telephone type fixed telephones and mobile phones; the support network 2G network, 3G network, 4G network and 5G network.
The network topology diagram of the existing multi-party consultation system is shown in fig. 1, and the existing establishment of multi-party call based on the IVR platform requires the user to actively dial a fixed access number: for example, 118168, entering the IVR system, creating a room, inputting an invited number, and inviting to enter the room is a cumbersome process, and the number of the mobile phone of the invitee needs to be input by pressing keys, which easily results in input errors and call errors. In addition, the IVR platform creates a room manager, and cannot check information such as room member account numbers, call duration and the like in real time; and the IVR platform service is controlled by the operator, has strict limitation on calling, and is not allowed to be called by across provinces and operators. Further, the current telephone inquiry flow is based on a one-to-one inquiry mode, based on one-to-one communication, a user generates an inquiry record on a doctor in a television family, an IVR inquiry server calls the user and the doctor, after the inquiry is carried out, when the doctor can not answer the problem of the patient or needs to contact other experts for consultation, the experts can not be invited to carry out consultation to obtain help.
In order to solve the above problems, the present application provides an online inquiry method and system integrating multi-party calls, and the following describes in detail a specific embodiment of the present application with reference to the accompanying drawings.
Fig. 1 is a schematic flowchart of an online inquiry method integrated with a multi-party call according to an embodiment of the present application, where the method is applied to a multi-party inquiry server, and as shown in fig. 2, the method includes steps S101 to S105.
S101: and receiving a user instruction, analyzing the user instruction, and acquiring user information, an inquiry mode selected by the user and target inquiry doctor information.
The multi-party inquiry network structure in the application is shown in fig. 3, a multi-party inquiry server is interconnected with a multi-party inquiry WEB server, and the multi-party inquiry server is communicated with a user, a doctor receiving a consultation and a consultation doctor through a No. 7 signaling network, so that the flow of online inquiry integrating multi-party call is realized.
After receiving the instruction of the user for inquiry, the multi-party inquiry server analyzes the user instruction, and acquires the user information, the inquiry mode selected by the user, the related information of the target inquiry doctor and the like. Such as obtaining the inquiry information of user ID, telephone, sex, age, inquiry duration, etc., the name of the department and target doctor of the inquiring doctor, etc.
S102: and establishing an inquiry room according to the user instruction.
In specific implementation, the inquiry mode can be a television inquiry, a television video inquiry, a WeChat image-text inquiry or a WeChat video inquiry and the like, and a subsequent inquiry room is set up according to the inquiry mode selected by the user, so that better experience is provided for the user. After the multi-party inquiry server establishes a multi-party call room, room information is recorded.
S103: and informing the target inquiring doctor according to the inquiring mode and the target doctor information.
In specific implementation, after the multi-party call room is established, the multi-party inquiry server can inform the target doctor according to the related information of the target doctor. The notification is sent to the doctor end, a consultation management interface can be popped up at the doctor end, the consultation management interface comprises a medical help telephone, a doctor telephone, a patient telephone, a guest telephone and the like, and dialing and on-hook buttons can be set.
S104: and if the target inquiry doctor answers, accessing the target inquiry doctor to the inquiry room for on-line inquiry.
If the target doctor answers by dialing, the multi-party consultation server can access the target consultation doctor to the established consultation room after receiving the answering instruction, and the doctor can perform online consultation on the patient.
During inquiry, the multi-party inquiry server can also track and manage inquiry contents, including:
if the answer is not received within the preset time, the answer result is fed back to the user, and the user is prompted to change the inquiry time or the inquiry doctor.
If the call is answered within the preset time, the call number, the call label (patient, doctor or medical assistance, etc.), the end time, the call duration and the like are recorded. And answering states, such as not being connected, on-hook and the like. Besides the basic information, the system also comprises the record of the inquiry content, which is beneficial to information safety and disease tracking, consultation requirements and the like.
In specific implementation, after the target inquiry doctor accesses the inquiry room for online inquiry, the method further comprises the following steps:
s105: and the target consulting doctor invites the consulting doctor to carry out consultation according to the requirement. The method specifically comprises the following steps:
if the target consultation doctor initiates a consultation request, acquiring the information of the target consultation doctor;
informing the target consultation doctor according to the information of the target consultation doctor;
and if the target consultation doctor answers, accessing the target consultation doctor to the consultation room for consultation.
In specific implementation, the target inquiring doctor for user inquiry may not solve the problem of user inquiry, and other doctors or experts need to be introduced for consultation. Based on the multi-party inquiry system, a target consultation doctor initiates a consultation request, selects an expert who wants to invite, and the multi-party inquiry server informs the target consultation doctor according to the information of the target consultation doctor.
If the target consultation doctor answers the call, the multi-party consultation server accesses the target consultation doctor into the created consultation room after receiving the answering instruction, and conducts consultation together with the target consultation doctor.
During inquiry, the multi-party inquiry server can also track and manage consultation contents, including:
if the answer is not received within the preset time, the answer result is fed back to the target inquiring doctor, and the target inquiring doctor is prompted to change the consultation time or the consultation doctor.
If the call is answered within the preset time, the previous inquiry record is acquired for consultation, and meanwhile, the call time, the call number, the call label (patient, doctor or medical assistance and the like), the end time, the call duration and the like are recorded. And answering states, such as not being connected, on-hook and the like. Besides the basic information, the system also comprises the record of consultation contents, thereby being beneficial to information safety, disease tracking and the like.
In the specific implementation, the selection of the consultation doctor is not only selected by the consultation doctor in a proper range, but also comprises the following steps:
obtaining consultation records, and extracting keywords through voice recognition;
acquiring a preset number of alternative consultation doctors by retrieving the keywords in a preset consultation doctor list;
and simultaneously informing the alternative consultants, wherein the first accessed alternative consultant invites to an inquiry room.
Fig. 4 is a flow chart of multi-party consultation according to an embodiment of the present application, in which a user is at a television family doctor: initiating an inquiry requirement; television family doctor server: sending the package to a multi-party consultation server; the multi-party call consultation server: calling a user to generate multi-party consultation data, and popping up consultation information of the calling user at a doctor end; the multi-party call consultation server: calling a doctor and inquiring by a user; a doctor end: when a consultation needs to be carried out by an expert or other department doctors, other doctor telephones are input to the management website for invitation; an expert end: receive the call and conduct multi-party consultation.
The method and the system transform the original management mode which can only be operated by a telephone into a visual management mode, the inquiry of the state of an illness of the user side is that the telephone is called into the system, the system can automatically connect the current user to a conversation room on a network after answering the telephone of the user, and the system can inform the doctor end in a background data reporting mode after the user is added into the room. A management interface is arranged at a doctor end, and when a user types in the system, the interface pops up a prompt to inform the user of entering a room to consult the state of an illness. Through the management interface the doctor can do some actions, such as listening or rejecting. The management operation is carried out in the process that the user consults the doctor for the illness state. Such as: in the current consultation process, the illness state of the patient can not be treated by a doctor who answers the patient at present, and a pre-configured expert telephone can be called through a management interface. After the system automatically connects the expert call into the current consulting room, the three parties can communicate.
Corresponding to the embodiment of the online inquiry method fusing multi-party calls provided by the present application, the present application further provides an embodiment of an online inquiry system fusing multi-party calls, which can refer to fig. 4, and the system includes:
television family doctor server: the system comprises a multi-party inquiry server, a client and a client, wherein the multi-party inquiry server is used for receiving inquiry demands initiated by users and sending the inquiry demands to the multi-party inquiry server;
the multi-party inquiry server: the system is used for receiving the inquiry requirements, establishing an inquiry room, calling a user, an inquiry doctor and a consultation doctor, and performing inquiry or consultation;
the doctor end of the inquiry: the system is used for receiving inquiry invitations and managing the relevant operations of inquiry of doctors;
consultation doctor end: and the system is used for receiving the consultation request and managing the relevant operation of consultation of doctors.
In specific implementation, the hierarchy of the online inquiry system is shown in fig. 5, and includes:
data link layer: the system is responsible for the transmission of network data, No. 7 signaling data and the like;
signaling protocol No. 7: responsible for accessing the operator network;
TCP/IP layer: the system is responsible for network data processing;
CTI layer: the system is responsible for processing No. 7 signaling data and sealing a multi-party consultation bottom layer interface;
MYSQL: the system is responsible for storing data and processing data transmitted by the IVR layer and the web multi-party consultation management layer;
and (3) Web layer: when a user is called, a multi-party inquiry page can be directly popped up, and a doctor can still enter the current inquiry page after quitting; sharing a multi-party conference table with an IVR layer for recording data such as members, states and the like of a multi-party conference room; : recording the member data of each multiparty conference for doctors to inquire records and the like;
IVR layer: is responsible for managing the call data and the multi-party consultation, and comprises the following steps:
a first layer: the database detection layer is used for adding a data detection thread, acquiring a channel number when detecting data, starting the thread and assigning the data to the calling layer;
a second layer: a calling layer; adding a call interface: creating a new calling thread, detecting data to be called by the calling thread, calling a calling interface to call out a user, and assigning data such as a user channel number, an account number and the like to a multi-party conference room layer after the user answers
And a third layer: creating and joining a meeting room layer; adding and creating a conference room interface and adding a conference room interface: and the user enters the conference room, creates or joins a corresponding multi-party conference room through the room number, and calls the multi-party conference interface packaged by the CTI layer.
Further, fig. 5 is a schematic structural diagram of a multi-party inquiry server provided in the embodiment of the present application, where the multi-party inquiry server includes:
an instruction receiving unit 100, configured to receive a user instruction, analyze the user instruction, and obtain user information, an inquiry method selected by a user, and target inquiry doctor information;
an interrogation room establishing unit 200 for establishing an interrogation room according to a user instruction;
a notification unit 300 configured to notify a target inquiring doctor according to the inquiring method and the target doctor information;
and an inquiry unit 400, configured to access the target inquiry doctor to the inquiry room for online inquiry if the target inquiry doctor answers.
Further, the system further comprises:
and a consultation unit 500, configured to invite the target consulting doctor to perform consultation according to the requirement.
Further, the consultation unit 500 is further configured to:
if the target consultation doctor initiates a consultation request, acquiring the information of the target consultation doctor;
informing the target consultation doctor according to the information of the target consultation doctor;
and if the target consultation doctor answers, accessing the target consultation doctor to the consultation room for consultation.
Further, the notification unit 300 is further configured to:
if the answer is not received within the preset time, the answer result is fed back to the user, and the user is prompted to change the inquiry time or the inquiry doctor.
The method and the system transform the original management mode which can only be operated by a telephone into a visual management mode, the inquiry of the state of an illness of the user side is that the telephone is called into the system, the system can automatically connect the current user to a conversation room on a network after answering the telephone of the user, and the system can inform the doctor end in a background data reporting mode after the user is added into the room. A management interface is arranged at a doctor end, and when a user types in the system, the interface pops up a prompt to inform the user of entering a room to consult the state of an illness. Through the management interface the doctor can do some actions, such as listening or rejecting. The management operation is carried out in the process that the user consults the doctor for the illness state. Such as: in the current consultation process, the illness state of the patient can not be treated by a doctor who answers the patient at present, and a pre-configured expert telephone can be called through a management interface. After the system automatically connects the expert call into the current consulting room, the three parties can communicate.
According to the online inquiry method fusing the multi-party call, the embodiment of the application also provides a readable storage medium and a computer device. The readable storage medium stores executable program, and the program is executed by the processor to realize the steps of the online inquiry method fusing multi-party call; the computer equipment comprises a memory, a processor and an executable program which is stored on the memory and can run on the processor, and the steps of the online inquiry method fusing the multi-party call are realized when the processor executes the program.
The present application has been described in detail with reference to specific embodiments and illustrative examples, but the description is not intended to limit the application. Those skilled in the art will appreciate that various equivalent substitutions, modifications or improvements may be made to the presently disclosed embodiments and implementations thereof without departing from the spirit and scope of the present disclosure, and these fall within the scope of the present disclosure. The protection scope of this application is subject to the appended claims.
Claims (10)
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| CN202111091317.7A CN114007034A (en) | 2021-09-17 | 2021-09-17 | An online consultation method and system integrating multi-party calls |
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Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103402071A (en) * | 2013-07-12 | 2013-11-20 | 安徽广行通信科技股份有限公司 | Television-based doctor and patient information interaction method, system and equipment |
| CN106529125A (en) * | 2016-10-20 | 2017-03-22 | 山东中创软件工程股份有限公司 | Remote diagnosis system |
| CN112837827A (en) * | 2021-02-07 | 2021-05-25 | 武汉源启科技股份有限公司 | Online team consultation method, device, server and storage medium |
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2021
- 2021-09-17 CN CN202111091317.7A patent/CN114007034A/en active Pending
Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103402071A (en) * | 2013-07-12 | 2013-11-20 | 安徽广行通信科技股份有限公司 | Television-based doctor and patient information interaction method, system and equipment |
| CN106529125A (en) * | 2016-10-20 | 2017-03-22 | 山东中创软件工程股份有限公司 | Remote diagnosis system |
| CN112837827A (en) * | 2021-02-07 | 2021-05-25 | 武汉源启科技股份有限公司 | Online team consultation method, device, server and storage medium |
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