CN104639773B - The exchange method of terminal and call center, terminal and ACD equipment - Google Patents
The exchange method of terminal and call center, terminal and ACD equipment Download PDFInfo
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- CN104639773B CN104639773B CN201510009629.7A CN201510009629A CN104639773B CN 104639773 B CN104639773 B CN 104639773B CN 201510009629 A CN201510009629 A CN 201510009629A CN 104639773 B CN104639773 B CN 104639773B
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Abstract
The present invention provides the exchange method of a kind of terminal and call center, terminal and ACD equipment, IP address is obtained by the access code of call center, and when terminal detects the access code at user's incoming call center, obtain service function list and be supplied to user, make the service needed for user's selection, terminal obtains the service data of user's required service and the ACD equipment of call center is sent to by IP network, allow ACD equipment before the calling of terminal is connected, service according to needed for service data knows user, and service is directly provided the user according to service data after calling is connected, so as to improve the efficiency of service of call center.
Description
Technical field
The present invention relates to a kind of communication technology, more particularly to the exchange method of a kind of terminal and call center, terminal and ACD
Equipment.
Background technology
Call center is a kind of integrated information service system, makes full use of modern communication and computer technology, such as interactive
Voice answer-back (Interactive Voice Response, IVR) system, the system of automatic call dispatching (Automatic Call
Distributor) etc., with reference to operator attendance, automatically and flexibly handle a large amount of a variety of phone incoming calls and call business and
Service.
Typically there is a unified access code call center, can be also turned on the call of multiple terminals, connects
After terminal telephone, the mode that call center answers by way of interactive voice response or manually provides the user various clothes
Business.The basic block diagram of existing call center is as shown in figure 1, its service processing flow is：Terminal place calls center connects
Enter number, the telephone access equipment of call center receives the incoming call of terminal, routes the call to IVR first, attempts to pass through certainly
Dynamic answering provides the user service；IVR answers calling, according to the interaction logic and user mutual pre-set, such as：Play
Voice menu, receive user by the input through keyboard of terminal, perform business operation etc., if user's final choice manual service,
Then IVR call forwardings are to ACD；ACD is that user selects an idle operator attendance, and by user's call forwarding to operator attendance；People's work area
Seat ring, while taken according to calling number from customer relation management (Customer Relationship Management, CRM)
Business device obtains the information of user, and is shown on the display attended a banquet；Seat personnel receives calls, and is established between user
Call, the demand of user is understood by talking, and provides the user service using service server, and after the completion of service, both sides hang
Machine.
In existing call center, IVR calling level is too many, and IVR can just know use in user after repeatedly selection
The real needs at family, there is provided the service that user really needs, also, user is by after call forwarding to operator attendance, operator attendance also without
Method knows the current real needs of user, it is necessary to just will appreciate that the real needs of user by the communication with user, this to exhale
Center is made to provide the user the inefficient of service.
The content of the invention
The present invention provides a kind of terminal and exchange method, terminal and the ACD equipment of call center, to improve call center
Efficiency of service.
The present invention provides the exchange method of a kind of terminal and call center, including：
The terminal obtains the service data of user's required service；
The service data and the termination number are sent to the calling by the terminal by the first communication link
The system of automatic call dispatching ACD equipment at center；
The terminal is established with the ACD equipment by the second communication link and communicated, so that the ACD equipment is according to
Termination number and the service data provide service for the user.
The present invention provides the exchange method of a kind of terminal and call center, including：
The system of automatic call dispatching ACD equipment of the call center receives the terminal and sent by the first communication link
User's required service service data and termination number；
The service data and the termination number are stored in call information table by the ACD equipment, and described
In call information table, corresponding expired timer is set for the service data；
The ACD equipment is established by the second communication link with the terminal and communicated, and obtains the termination number；
The ACD equipment is inquired about in the call information table, the expired timer corresponding with the termination number
It is whether overtime；
If the expired timer has not timed out, the ACD equipment is according to the service corresponding with the termination number
Data, provide the user service.
The present invention provides a kind of terminal, including：
Acquisition module, for obtaining the service data of user's required service；
Sending module, it is described for being sent to the service data and the termination number by the first communication link
The system of automatic call dispatching ACD equipment of call center；
Communication building block, communicated for being established by the second communication link with the ACD equipment, so that the ACD is set
It is standby to provide service according to the termination number and the service data for the user.
The present invention provides a kind of ACD equipment, including：
Receiving module, the service data of the user's required service sent for receiving the terminal by the first communication link
And termination number；
Memory module, for the service data and the termination number to be stored in call information table, and in institute
State in call information table, corresponding expired timer is set for the service data；
Acquisition module, communicated for being established with the terminal by the second communication link, obtain the termination number；
Enquiry module, it is corresponding with the termination number for being inquired about in the call information table of the memory module
The expired timer it is whether overtime；
Processing module, if being had not timed out for the expired timer, according to the clothes corresponding with the termination number
Business data, provide the user service.
The terminal of the present invention and exchange method, terminal and the ACD equipment of call center, pass through the access code of call center
IP address is obtained, and when terminal detects the access code at user's incoming call center, obtains service function list and provides
To user, make the service needed for user's selection, terminal obtains the service data of user's required service and is sent to by IP network
The ACD equipment of call center, allow ACD equipment before the calling of terminal is connected, according to needed for service data knows user
Service, and service is directly provided the user according to service data after calling is connected, so as to improve the efficiency of service of call center.
Brief description of the drawings
In order to illustrate more clearly about the embodiment of the present invention or technical scheme of the prior art, below will be to embodiment or existing
There is the required accompanying drawing used in technology description to be briefly described, it should be apparent that, drawings in the following description are this hairs
Some bright embodiments, for those of ordinary skill in the art, without having to pay creative labor, can be with
Other accompanying drawings are obtained according to these accompanying drawings.
Fig. 1 is the schematic diagram of the basic structure of call center in the prior art；
Fig. 2 is the schematic diagram of the basic structure of call center of the present invention；
Fig. 3 is the flow chart of terminal of the present invention and the exchange method embodiment one of call center；
Fig. 4 is the flow chart of terminal of the present invention and the exchange method embodiment two of call center；
Fig. 5 is the structural representation of terminal embodiment one of the present invention；
Fig. 6 is the structural representation of ACD apparatus embodiments one of the present invention.
Embodiment
To make the purpose, technical scheme and advantage of the embodiment of the present invention clearer, below in conjunction with the embodiment of the present invention
In accompanying drawing, the technical scheme in the embodiment of the present invention is clearly and completely described, it is clear that described embodiment is
Part of the embodiment of the present invention, rather than whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art
The every other embodiment obtained under the premise of creative work is not made, belongs to the scope of protection of the invention.
Fig. 2 is the schematic diagram of the basic structure of call center of the present invention；Fig. 3 is interacting for terminal of the present invention and call center
The flow chart of embodiment of the method one.Reference picture 2 and Fig. 3, the terminal and the exchange method of call center that the present embodiment provides are specific
It can be performed by terminal, specifically, the method that the present embodiment provides can include：
Step 101, terminal obtain the service data of user's required service.
It should be noted that the service data of user's required service may be embodied in the call context information of user,
The call context information of user is to aid in call center and understands one group of data that user needs anything to service, its tool included
Volume data is related to the function of call center, and the acquisition for call context information also has different modes.
In the present embodiment, a kind of feasible embodiment is, described when terminal obtains the service data of user's required service
When terminal detects that user inputs access code, obtained by first communication link corresponding with the access code described
The service function list of call center；The service function list includes service function and corresponding with the service function
Service data；The terminal gives the service function list display to the user；The terminal selects according to the user
The service data corresponding to service function acquisition.
That is, when terminal detects that user has the operation of input access code, now user does not have the operation dialled, only
Access code is only inputted, as long as terminal detects that terminal have input access code, triggering terminal is by the first communication link immediately,
Such as IP network, the operation of service function list is obtained from call center corresponding with access code, and will service by display screen
Feature list is shown to user, and user selects the service function in service function list, and terminal can be according to the selection of user
Service function gets corresponding service data.
Another feasible embodiment is that preset corresponding client application, terminal are existed by obtaining user in terminal
Operation in client application obtains corresponding service data.Specifically, service data for example can be：User uses operator
The service client application of offer, when using certain function of the service client application, provided on application interface and dial customer service
Phone obtains the button of manual service, and when user clicks on, client is according to current service condition automatic data collection
As service data, service calls are then dialed；Service data can be including but not limited to following items：The language that user uses
Speech, so that call center provides service using appropriate language；The currently used function of user, so that call center is direct accordingly
Call forwarding is to the function, or is shown to operator attendance；Current geographical position of user etc..Specifically, the language that uses of user can be with
It is that user pre-sets, the currently used function of user can be according to the level interface for the client application that user is currently located
Know, the current geographical position of user can from the global positioning system of terminal (Global Positioning System,
GPS) obtain.
Service data and termination number are sent to the ACD of call center by the first communication link by step 102, terminal
Equipment.
It should be noted that for the ACD equipment in the present embodiment and ACD equipment of the prior art are made a distinction, this
ACD equipment in embodiment is shown as " enhanced ACD " in fig. 2.
Specifically, the first communication link can be IP network, terminal is according to the access code of call center, from Yellow Pages service
Device obtains the IP address of ACD equipment；Terminal connects ACD equipment by the first communication link, and by service data and terminal number
Code is sent to ACD equipment.Wherein, call center's address table, including call center's access code are safeguarded in yellow pages server
And the IP address of call center, for terminal according to the access code of call center inquiry corresponding to IP address.
Step 103, terminal are established with ACD equipment by the second communication link and communicated, so that ACD equipment is according to termination number
And service data provides the user service.
Second communication link is telephone link, and terminal passes through the access code at place calls center and the ACD of call center
Equipment establishes communication.
The technical scheme of the present embodiment, the service data of user's required service is obtained by terminal；And pass through the first communication
Service data and termination number are sent to the ACD equipment of call center by link；Then terminal by the second communication link with
ACD equipment establishes communication, so that ACD equipment provides the user service according to termination number and service data, so as to improve
The efficiency of service of call center.
Fig. 2 is the schematic diagram of the basic structure of call center of the present invention；Fig. 4 is interacting for terminal of the present invention and call center
The flow chart of embodiment of the method two.Reference picture 2 and Fig. 4, the terminal and the exchange method of call center that the present embodiment provides are specific
It can be performed by the ACD equipment of call center, specifically, the method that the present embodiment provides can include：
User's required service that step 201, the ACD equipment receiving terminal of call center are sent by the first communication link
Service data and termination number.
Specifically, the first communication link is IP network；The ACD equipment of call center is the enhanced ACD in Fig. 2.
Service data and termination number are stored in call information table by step 202, ACD equipment, and in call information
In table, corresponding expired timer is set for service data.
Step 203, ACD equipment are established by the second communication link with terminal and communicated, and obtain termination number.
Specifically, the second communication link can be telephone link.
Step 204, ACD equipment are inquired about in call information table, and whether expired timer corresponding with termination number is overtime.
If step 205, expired timer have not timed out, ACD equipment according to service data corresponding with termination number, for
Family provides service.
In this step, ACD equipment can the service data according to corresponding to termination number determine call forwarding to the corresponding work(of IVR
Energy, or call forwarding provide the user service to operator attendance.For example, if service data shows that the service needed for user is that call forwarding is artificial
Attend a banquet, then ACD equipment is by the calling call forwarding of user to operator attendance, operator attendance ring, according to calling number from CRM server
The information of user is obtained, and is shown to seat personnel, after seat personnel receives calls, establishes and converses with user, and utilize business
Server provides the user service, after the completion of service, both sides' on-hook；If service data shows that the service needed for user is in IVR
A certain item function, then ACD equipment the calling call forwarding of user is provided the user into service to the corresponding functions of IVR.
In actual applications, if expired timer expiry, ACD equipment can be by the first order language of user's call forwarding to IVR
Sound menu, i.e. ACD equipment can provide the user service by level voice menu.
It should be noted that technical scheme provided by the invention, can be performed by the ACD equipment of call center, can also
Performed by IVR, user can be routed to IVR by telephone access equipment first, and IVR is that user selects corresponding work(according to service data
Energy；Ability call forwarding then keeps original function to ACD, ACD only when needing manual service；Or the heart is newly-increased one in a call
Server realizes that in this case, IVR and operator attendance are required for newly-increased server lookup service data.
The technical scheme of the present embodiment, sent by the ACD equipment receiving terminal of call center by the first communication link
User's required service service data and termination number；Service data and termination number are stored in call information table
In, and in call information table, corresponding expired timer is set for service data；Number for access at terminal place calls center
During code, service of the ACD equipment according to needed for service data knows user, and be use directly according to service data after calling is connected
Family provides service, so as to improve the efficiency of service of call center.
Fig. 5 is the structural representation of terminal embodiment one of the present invention.As shown in figure 5, the terminal 10 that the present embodiment provides has
Body can include：
Acquisition module 11, for obtaining the service data of user's required service；
Sending module 12, for service data and termination number to be sent into call center by the first communication link
ACD equipment；
Communication building block 13, communicated for being established by the second communication link and ACD equipment so that ACD equipment according to
Termination number and service data provide the user service.
In a kind of implementation, when acquisition module 11 specifically can be used for detecting that user inputs access code, by the
One communication link obtains the service function list of call center corresponding with access code；Service function list includes servicing work(
Energy and service data corresponding with service function；By service function list display to user；The service work(selected according to user
Service data corresponding to obtaining.
In another implementation, acquisition module 11 specifically can be used for should in preset client according to the user got
Operation in, obtain corresponding service data.
Specifically, sending module 12 specifically can be used for the access code according to call center, obtained from yellow pages server
The internet protocol address of ACD equipment；ACD equipment is connected by the first communication link, and by service data and terminal number
Code is sent to ACD equipment；Wherein, the first communication link is IP network；Second communication link is telephone link.
The terminal of the present embodiment, available for the technical scheme for performing above method embodiment, it realizes that philosophy and technique is imitated
Seemingly, here is omitted for fruit.
Fig. 6 is the structural representation of ACD apparatus embodiments one of the present invention.As shown in fig. 6, the ACD that the present embodiment provides is set
Standby 20 can specifically include：
Receiving module 21, the service data of the user's required service sent for receiving terminal by the first communication link with
And termination number；
Memory module 22, for service data and termination number to be stored in call information table, and in call information
In table, corresponding expired timer is set for service data；
Acquisition module 23, communicated for being established with terminal by the second communication link, obtain termination number；
Enquiry module 24, it is corresponding with termination number expired fixed for being inquired about in the call information table of memory module 22
When device it is whether overtime；
Processing module 25, if being had not timed out for expired timer, according to service data corresponding with termination number, for
Family provides service.
If processing module 25 is additionally operable to expired timer expiry, service is provided the user by level voice menu；Its
In, the first communication link is IP network；Second communication link is telephone link.
The ACD equipment of the present embodiment, available for the technical scheme for performing above method embodiment, it realizes philosophy and technique
Effect is similar, and here is omitted.
In several embodiments provided by the present invention, it should be understood that disclosed apparatus and method, it can be passed through
Its mode is realized.For example, device embodiment described above is only schematical, for example, the division of the unit, only
Only a kind of division of logic function, there can be other dividing mode when actually realizing, such as multiple units or component can be tied
Another system is closed or is desirably integrated into, or some features can be ignored, or do not perform.It is another, it is shown or discussed
Mutual coupling or direct-coupling or communication connection can be the INDIRECT COUPLINGs or logical by some interfaces, device or unit
Letter connection, can be electrical, mechanical or other forms.
The unit illustrated as separating component can be or may not be physically separate, show as unit
The part shown can be or may not be physical location, you can with positioned at a place, or can also be distributed to multiple
On NE.Some or all of unit therein can be selected to realize the mesh of this embodiment scheme according to the actual needs
's.
In addition, each functional unit in each embodiment of the present invention can be integrated in a processing unit, can also
That unit is individually physically present, can also two or more units it is integrated in a unit.Above-mentioned integrated list
Member can both be realized in the form of hardware, can also be realized in the form of hardware adds SFU software functional unit.
The above-mentioned integrated unit realized in the form of SFU software functional unit, can be stored in one and computer-readable deposit
In storage media.Above-mentioned SFU software functional unit is stored in a storage medium, including some instructions are causing a computer
It is each that equipment (can be personal computer, server, or network equipment etc.) or processor (processor) perform the present invention
The part steps of embodiment methods described.And foregoing storage medium includes：USB flash disk, mobile hard disk, read-only storage (Read-
Only Memory, ROM), random access memory (Random Access Memory, RAM), magnetic disc or CD etc. it is various
Can be with the medium of store program codes.
Those skilled in the art can be understood that, for convenience and simplicity of description, only with above-mentioned each functional module
Division progress for example, in practical application, can be complete by different functional modules by above-mentioned function distribution as needed
Into the internal structure of device being divided into different functional modules, to complete all or part of function described above.On
The specific work process of the device of description is stated, the corresponding process in preceding method embodiment is may be referred to, will not be repeated here.
Finally it should be noted that：Various embodiments above is merely illustrative of the technical solution of the present invention, rather than its limitations；To the greatest extent
The present invention is described in detail with reference to foregoing embodiments for pipe, it will be understood by those within the art that：Its according to
The technical scheme described in foregoing embodiments can so be modified, either which part or all technical characteristic are entered
Row equivalent substitution；And these modifications or replacement, the essence of appropriate technical solution is departed from various embodiments of the present invention technology
The scope of scheme.
Claims (12)
1. a kind of terminal and the exchange method of call center, it is characterised in that including：
The terminal obtains the service data of user's required service；
The service data and the termination number are sent to the call center by the terminal by the first communication link
System of automatic call dispatching ACD equipment so that the service data and the termination number are stored in by the ACD equipment
In call information table, and in the call information table, corresponding expired timer is set for the service data；
The terminal is established with the ACD equipment by the second communication link and communicated, so that the ACD equipment is according to the terminal
Whether number inquires about the expired timer corresponding with the termination number in the call information table overtime, and described
According to the service data corresponding with the termination number when expired timer has not timed out, service is provided the user；
Wherein, the service data and the termination number are sent to the ACD by the terminal by the first communication link
Equipment, including：
The terminal obtains the internet protocol of the ACD equipment from yellow pages server according to the access code of the call center
Discuss IP address；The terminal connects the ACD equipment by first communication link, and by the service data and described
Termination number is sent to the ACD equipment；
First communication link is IP network；Second communication link is telephone link.
2. according to the method for claim 1, it is characterised in that the terminal obtains the service data of user's required service,
Including：
When the terminal detects that user inputs access code, obtained and the access code pair by first communication link
The service function list for the call center answered；The service function list include service function and with the service work(
Service data corresponding to energy；
The terminal gives the service function list display to the user；
Terminal service data according to corresponding to obtaining the service function that the user selects.
3. according to the method for claim 1, it is characterised in that the terminal obtains the service data of user's required service,
Including：
Operation of the terminal according to the user got in preset client application, obtain the corresponding service data.
4. a kind of terminal and the exchange method of call center, it is characterised in that including：
The user institute that the system of automatic call dispatching ACD equipment receiving terminal of the call center is sent by the first communication link
The service data and termination number that need to be serviced；Wherein, the service data and the termination number are the terminals according to institute
The access code of call center is stated, is sent after obtaining the internet protocol address of the ACD equipment from yellow pages server；
The service data and the termination number are stored in call information table by the ACD equipment, and in the calling
In information table, corresponding expired timer is set for the service data；
The ACD equipment is established by the second communication link with the terminal and communicated, and obtains the termination number；
The ACD equipment is inquired about in the call information table, and whether the expired timer corresponding with the termination number
Time-out；
If the expired timer has not timed out, the ACD equipment according to the service data corresponding with the termination number,
Provide the user service；
Wherein, first communication link is IP network；Second communication link is telephone link.
5. according to the method for claim 4, it is characterised in that the ACD equipment is inquired about in the call information table, with
After whether the expired timer corresponding to the termination number is overtime, in addition to：
If the expired timer expiry, the ACD equipment provides service by level voice menu for the user.
6. the method according to claim 4 or 5, it is characterised in that first communication link is IP network；Described second
Communication link is telephone link.
A kind of 7. terminal, it is characterised in that including：
Acquisition module, for obtaining the service data of user's required service；
Sending module, for the service data and the termination number to be sent into call center by the first communication link
System of automatic call dispatching ACD equipment so that the service data and the termination number are stored in by the ACD equipment
In call information table, and in the call information table, corresponding expired timer is set for the service data；
Communication building block, communicated for being established by the second communication link with the ACD equipment, so that the ACD equipment root
Inquire about whether the expired timer corresponding with the termination number surpasses in the call information table according to the termination number
When, and provided the user when the expired timer has not timed out according to the service data corresponding with the termination number
Service；
Wherein, the sending module is specifically used for：According to the access code of the call center, from described in yellow pages server acquisition
The internet protocol address of ACD equipment；The ACD equipment is connected by first communication link, and by the service number
According to this and the termination number is sent to the ACD equipment；
First communication link is IP network；Second communication link is telephone link.
8. terminal according to claim 7, it is characterised in that the acquisition module is specifically used for：
When detecting that user inputs access code, obtained by first communication link corresponding with the access code described
The service function list of call center；The service function list includes service function and corresponding with the service function
Service data；Give the service function list display to the user；The service function selected according to the user obtains corresponding
The service data.
9. terminal according to claim 7, it is characterised in that the acquisition module is specifically used for according to the user got
Operation in preset client application, obtain the corresponding service data.
A kind of 10. system of automatic call dispatching ACD equipment, it is characterised in that including：
Receiving module, the service data and terminal of the user's required service sent for receiving terminal by the first communication link
Number；Wherein, the service data and the termination number are access code of the terminal according to the call center, are taken from Yellow Page
What the internet protocol address for device acquisition ACD equipment of being engaged in was sent afterwards；
Memory module, for the service data and the termination number to be stored in call information table, and exhaled described
Cry in information table, corresponding expired timer is set for the service data；
Acquisition module, communicated for being established with the terminal by the second communication link, obtain the termination number；
Enquiry module, for being inquired about in the call information table of the memory module, institute corresponding with the termination number
Whether overtime state expired timer；
Processing module, if being had not timed out for the expired timer, according to the service number corresponding with the termination number
According to providing the user service；
Wherein, first communication link is IP network；Second communication link is telephone link.
11. ACD equipment according to claim 10, it is characterised in that if the processing module be additionally operable to it is described expired fixed
When device time-out, then provide service by level voice menu for the user.
12. the ACD equipment according to claim 10 or 11, it is characterised in that first communication link is IP network；Institute
It is telephone link to state the second communication link.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510009629.7A CN104639773B (en) | 2015-01-08 | 2015-01-08 | The exchange method of terminal and call center, terminal and ACD equipment |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201510009629.7A CN104639773B (en) | 2015-01-08 | 2015-01-08 | The exchange method of terminal and call center, terminal and ACD equipment |
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| CN104639773A CN104639773A (en) | 2015-05-20 |
| CN104639773B true CN104639773B (en) | 2017-12-15 |
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| CN104902585A (en) * | 2015-06-09 | 2015-09-09 | 北京译随行资讯有限公司 | Call access method and device and terminal equipment |
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| CN101170608A (en) * | 2006-10-23 | 2008-04-30 | 华为技术有限公司 | Call service processing method and system |
| CN101729693B (en) * | 2008-10-27 | 2013-07-10 | 华为技术有限公司 | Method, device and system for improving processing priority |
| CN102694932B (en) * | 2012-06-18 | 2014-12-31 | 任峰 | Method and system for intelligently accessing call center through mobile internet |
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