CN107426449B - Telephone incoming call processing method and device - Google Patents
Telephone incoming call processing method and device Download PDFInfo
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- CN107426449B CN107426449B CN201610347346.8A CN201610347346A CN107426449B CN 107426449 B CN107426449 B CN 107426449B CN 201610347346 A CN201610347346 A CN 201610347346A CN 107426449 B CN107426449 B CN 107426449B
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
- H04M3/5232—Call distribution algorithms
Abstract
The invention discloses a method and a device for processing incoming calls, wherein the method comprises the following steps: accessing a user telephone; if the exclusive seat exists for the user and the exclusive seat belongs to the local call center, allocating the exclusive seat to provide service for the user; if the user is determined to have the exclusive seat but the exclusive seat belongs to the remote call center, the call is routed to the remote call center, and then the exclusive seat provides service for the user. By applying the scheme of the invention, the allocation success rate of the exclusive seat can be improved.
Description
[ technical field ] A method for producing a semiconductor device
The present invention relates to network technologies, and in particular, to a method and an apparatus for processing an incoming call.
[ background of the invention ]
For large enterprises, multiple call centers are typically set up, and for VIP-like users, dedicated agents may be allocated.
Each call center can correspond to an incoming call number, such as a 400 number, and when a user calls in, the user dials the incoming call number of the call center in the corresponding region.
Or, in order to improve the branding degree, some enterprises may assign a plurality of call centers to the same incoming call number, such as a 95-class short number, to the nearest call center according to the region where the user dials the incoming call number.
In any of the above-described modes, in practical applications, for a user having a dedicated seat, there may be a case where the user cannot be assigned to the dedicated seat after an incoming call.
For the situation that each call center corresponds to one incoming call number respectively, the user is required to dial the correct incoming call number, if the call center to which the user belongs is changed, the user is required to change the incoming call number at the same time, for example, the call center is only arranged in Shanghai before, a Beijing call center is newly established later, and a part of the users are adjusted to the Beijing call center from the Shanghai call center, so that for the users adjusted to the Beijing call center, if the users dial the original incoming call number of the Shanghai call center, the users cannot be allocated to the special seat which belongs to the Beijing call center.
For the situation that a plurality of call centers correspond to the same incoming number, the user is required to be in a correct region when the user dials the incoming number, for example, the exclusive seat of the user belongs to the Beijing call center, the user goes from Beijing to Shanghai, if the user dials the incoming number in Shanghai, the user is assigned to the Shanghai call center by default, if the user wants to be assigned to the Beijing call center, the user also needs to add a dial area code before a 95 number, otherwise, the user cannot be assigned to the exclusive seat belonging to the Beijing call center.
[ summary of the invention ]
The invention provides a telephone incoming call processing method and a telephone incoming call processing device, which can improve the allocation success rate of a special seat.
The specific technical scheme is as follows:
a telephone incoming call processing method comprising:
accessing a user telephone;
if the exclusive seat exists for the user and the exclusive seat belongs to a local call center, the exclusive seat is allocated to provide service for the user;
if the user is determined to have the exclusive seat, but the exclusive seat belongs to a remote call center, the exclusive seat provides service for the user after the call is routed to the remote call center.
According to a preferred embodiment of the invention, the method further comprises:
after accessing a user telephone, sending a user identification request to an information providing center, wherein the user identification request carries a telephone number of the user;
and receiving an identification result returned by the information providing center, wherein if the user has an exclusive seat, the identification result carries the exclusive seat information and the call center information to which the exclusive seat belongs.
According to a preferred embodiment of the present invention, if the number of the dedicated agents of the user is greater than one, the carried dedicated agent information is: and selecting one exclusive seat information according to a preset rule.
According to a preferred embodiment of the invention, the method further comprises:
before sending the user identification request to the information providing center, formatting the telephone number of the user, carrying the formatted telephone number in the user identification request, and sending the formatted telephone number to the information providing center.
According to a preferred embodiment of the invention, the method further comprises:
and if the identification result is empty, allocating a local idle seat to provide service for the user.
According to a preferred embodiment of the invention, the allocated local idle agent is the agent with the longest idle time.
According to a preferred embodiment of the present invention, said routing of calls to said off-site call center comprises:
acquiring the switch information of the remote call center;
and routing the call to the remote call center through the session initial protocol mode in the intranet according to the acquired switch information.
A telephone incoming call processing apparatus comprising: the system comprises a distribution module and a switching module;
the allocation module is used for allocating a dedicated seat to provide service for a user if the dedicated seat is determined to exist for the user after the user telephone is accessed and the dedicated seat belongs to a local call center;
the switching module is used for routing a call to a remote call center if a special seat exists in a user after the user telephone is accessed and the special seat belongs to the remote call center, and the special seat provides service for the user.
According to a preferred embodiment of the present invention, the apparatus further comprises:
a sending module, configured to send a user identification request to an information providing center after a user telephone is accessed, where the user identification request carries a telephone number of the user;
and the receiving module is used for receiving an identification result returned by the information providing center, carrying the exclusive seat information and the call center information to which the exclusive seat belongs if the user has the exclusive seat, and sending the identification result to the distribution module and the switching module.
According to a preferred embodiment of the present invention, if the number of the dedicated agents of the user is greater than one, the carried dedicated agent information is: and selecting one exclusive seat information according to a preset rule.
According to a preferred embodiment of the present invention, the apparatus further comprises:
a formatting process module for formatting the telephone number of the user before transmitting the user identification request to the information providing center, and
the sending module is used for carrying the formatted telephone number in the user identification request and sending the user identification request to the information providing center.
According to a preferred embodiment of the invention, the allocation module is further adapted to,
and if the identification result is empty, allocating a local idle seat to provide service for the user.
According to a preferred embodiment of the invention, the allocated local idle agent is the agent with the longest idle time.
According to a preferred embodiment of the present invention, the forwarding module is configured to obtain switch information of the remote call center, and route the call to the remote call center through a session initiation protocol in an intranet according to the obtained switch information.
It can be seen from the above description that, by adopting the scheme of the present invention, after accessing the user telephone, if it is determined that the user has the exclusive seat and the exclusive seat belongs to the local call center, the exclusive seat of the user can be directly allocated to provide service for the user, and if it is determined that the exclusive seat exists, but the exclusive seat belongs to the remote call center, the call can be routed to the remote call center, and then the exclusive seat of the user provides service for the user, i.e. all call centers are reached, so that the allocation of the exclusive seat is no longer dependent on the area where the user places when dialing the telephone or the incoming number dialed by the user, thereby overcoming the problems existing in the prior art and further improving the allocation success rate of the exclusive seat.
[ description of the drawings ]
Fig. 1 is a flowchart of an embodiment of a method for processing an incoming call according to the present invention.
Fig. 2 is a flowchart of a method for processing an incoming call according to a preferred embodiment of the present invention.
Fig. 3 is a schematic diagram of an application manner of the incoming call processing method in a specific scenario.
Fig. 4 is a schematic diagram of a composition structure of an embodiment of the incoming call processing device.
[ detailed description ] embodiments
In the prior art, all call centers are independent and isolated from each other, and a call can only be hung up after the call is incoming to a wrong call center and a correct incoming call number is dialed again.
In order to make the technical solution of the present invention clearer and more obvious, the solution of the present invention is further described in detail below by referring to the drawings and examples.
Example one
Fig. 1 is a flowchart of an embodiment of a method for processing an incoming call according to the present invention, as shown in fig. 1, including the following specific implementation manners.
In 11, a subscriber call is accessed.
In 12, if it is determined that the dedicated agent exists for the user and the dedicated agent belongs to the local call center, allocating the dedicated agent of the user to provide service for the user; if the user is determined to have the exclusive seat but the exclusive seat belongs to the remote call center, the call is routed to the remote call center, and then the exclusive seat of the user provides service for the user.
After accessing the user call, the user identification can be performed according to the telephone number of the user, that is, whether the user has a dedicated seat and whether the dedicated seat belongs to a local call center or not is determined. The telephone number may be a cell phone number or a landline number, etc.
Specifically, a user identification request may be sent to the information providing center, where the user identification request carries a telephone number of the user, and an identification result returned by the information providing center is received, and if the user has a dedicated agent, the identification result may carry dedicated agent information of the user and call center information to which the dedicated agent belongs.
Each call center may correspond to a common information providing center, and the information providing center may store the following information: the corresponding relation information between the telephone number of the user with the exclusive seat and the information of the call center of each exclusive seat.
After receiving the user identification request, the information providing center can determine whether the telephone number carried in the user identification request has the exclusive seat according to the stored information, and if so, the exclusive seat information and the call center information to which the exclusive seat belongs can be carried in the identification result and returned.
Usually, one phone number corresponds to only one dedicated agent, but in some special cases, it may correspond to a plurality of dedicated agents. For example, a travel company and a training company are opened at the same time, and both the companies need to promote jobs on a certain website, so that a plurality of accounts are registered to make different promotion plans, and the plurality of accounts are allocated to different exclusive seats, that is, one phone number may correspond to a plurality of exclusive seats.
When the telephone number of the user corresponds to a plurality of exclusive seats, namely the number of the exclusive seats of the user is more than one, the information providing center can select one of the exclusive seats as the exclusive seat corresponding to the current call incoming according to a preset rule. How to select may be determined according to actual needs, without limitation, for example, each exclusive seat of the user may be sorted according to a set rule, and the exclusive seat that is at the first position after sorting may be selected.
In addition, before sending the user identification request to the information providing center, the telephone number of the user can be formatted, and then the formatted telephone number is carried in the user identification request and sent to the information providing center, so that the accuracy of the identification result is improved.
The formatting may include: 0 is removed from the number of the mobile phone at the other place, and the area code is supplemented to the number of the local fixed telephone.
If the identification result returned by the information providing center is empty, the user can be determined that no exclusive seat exists.
As can be seen, the user identification result includes the following three types:
1) no dedicated agent exists for the user;
2) the user has a special seat, and the special seat belongs to a local call center;
3) the user has a dedicated agent, but the dedicated agent belongs to a remote call center.
If the user does not have the exclusive seat, a local idle seat can be allocated to provide service for the user, for example, a seat with the longest local idle time can be allocated to provide service for the user, so that load balance among the seats is realized as far as possible.
If the user has a special seat and the special seat belongs to the local call center, the special seat of the user can be directly allocated to provide service for the user.
If the user has the special seat, but the special seat belongs to the remote call center, the switch information (openpins ip) of the remote call center to which the special seat of the user belongs can be firstly obtained, then, the call can be routed to the remote call center through a Session Initiation Protocol (SIP) mode in the intranet according to the obtained switch information, and the special seat belonging to the remote call center provides service for the user.
Because the call of the user is routed to the remote call center by the SIP protocol mode, the call is not transferred by a Public Switched Telephone Network (PSTN), and the long-distance Telephone expense is saved.
Example two
Based on the above description, fig. 2 is a flowchart of a preferred embodiment of the incoming call processing method of the present invention, as shown in fig. 2, including the following specific implementation manners.
In 21, a subscriber call is accessed.
At 22, the telephone number of the user is formatted.
Wherein the formatting may comprise: 0 is removed from the number of the mobile phone at the other place, and the area code is supplemented to the number of the local fixed telephone.
At 23, a user identification request is sent to the information providing center, carrying the telephone number of the user.
In 24, the received information provides the recognition result returned by the center.
Each call center may correspond to a common information providing center, and the information providing center may store the following information: the corresponding relation information between the telephone number of the user with the exclusive seat and the information of the call center of each exclusive seat.
After receiving the user identification request, the information providing center can determine whether the telephone number carried in the user identification request has the exclusive seat according to the stored information, if so, the exclusive seat information and the call center information belonging to the exclusive seat can be carried in the identification result and returned, and if not, the returned identification result can be empty.
In 25, it is determined whether the user has a dedicated seat and whether the dedicated seat belongs to the local call center according to the identification result, if the user does not have the dedicated seat, 26 is executed, if the user has the dedicated seat and the dedicated seat belongs to the local call center, 27 is executed, and if the user has the dedicated seat but the dedicated seat belongs to the remote call center, 28 is executed.
At 26, a local idle agent is assigned to service the user.
An agent with the longest local idle time can be allocated to provide service for the user.
At 27, the user is served by directly allocating his or her dedicated agent.
After routing the call to the off-site call center, the user is served by his or her dedicated agent at 28.
The method can firstly obtain the switch information of the remote call center to which the special seat of the user belongs, then route the call to the remote call center in the intranet through an SIP protocol mode according to the obtained switch information, and further provide service for the user by the special seat belonging to the remote call center.
Based on the introduction of the first embodiment and the second embodiment, fig. 3 is a schematic view of an application mode of the incoming call processing method in a specific scenario.
In order to improve the operation efficiency, an enterprise performs service adjustment, adjusts the exclusive seats of a part of users from the beijing call center to the shanghai call center, and the part of users are processed according to the mode shown in fig. 3 after dialing the incoming numbers of the beijing call center.
As shown in fig. 3:
the user dials the incoming number of the Beijing call center.
The Beijing call center plays welcome words for users;
the Beijing call center determines that the user has the exclusive customer service and the exclusive customer service belongs to the Shanghai call center, and routes the call to the Shanghai call center;
the Shanghai call center allocates a special seat of the user to provide service for the user;
and the user and the exclusive seat carry out conversation.
The above is the description about the method embodiment of the present invention, and the present invention also discloses a device for processing incoming call, as shown in the following third embodiment.
EXAMPLE III
Fig. 4 is a schematic diagram of a composition structure of an embodiment of the incoming call processing device of the present invention, as shown in fig. 4, including: a distribution module 41 and a patching module 42.
The allocating module 41 is configured to, after the user telephone is accessed, allocate the dedicated agent of the user to provide a service for the user if it is determined that the dedicated agent exists for the user and the dedicated agent belongs to the local call center.
The forwarding module 42 is configured to route the call to a different-location call center if it is determined that the user has the dedicated agent after accessing the user phone, but the dedicated agent belongs to the different-location call center, and provide a service for the user by the dedicated agent of the user.
After accessing the user call, the user identification can be performed according to the telephone number of the user, that is, whether the user has a dedicated seat and whether the dedicated seat belongs to a local call center or not is determined. The telephone number may be a cell phone number or a landline number, etc.
Correspondingly, the device shown in fig. 4 may further include: a sending module 43, a receiving module 44 and a formatting processing module 45.
And a sending module 43, configured to send a user identification request to the information providing center after accessing the user phone, where the user identification request carries a phone number of the user.
The receiving module 44 is configured to receive an identification result returned by the information providing center, where if the user has an exclusive seat, the identification result carries information of the exclusive seat of the user and information of a call center to which the exclusive seat belongs, and sends the identification result to the allocating module 41 and the forwarding module 42.
Each call center may correspond to a common information providing center, and the information providing center may store the following information: the corresponding relation information between the telephone number of the user with the exclusive seat and the information of the call center of each exclusive seat.
After receiving the user identification request from the sending module 43, the information providing center may determine whether the telephone number carried in the user identification request has an exclusive seat according to the stored information, and if so, may carry the exclusive seat information and the call center information to which the exclusive seat belongs in the identification result and return to the receiving module 44.
Usually, one phone number corresponds to only one dedicated agent, but in some special cases, it may correspond to a plurality of dedicated agents. When the telephone number of the user corresponds to a plurality of exclusive seats, namely the number of the exclusive seats of the user is more than one, the information providing center can select one of the exclusive seats as the exclusive seat corresponding to the current call incoming according to a preset rule.
In addition, the formatting processing module 45 may format the phone number of the user before sending the user identification request to the information providing center, and then the sending module 43 carries the formatted phone number in the user identification request and sends the user identification request to the information providing center, so as to improve the accuracy of the identification result.
The formatting may include: 0 is removed from the number of the mobile phone at the other place, and the area code is supplemented to the number of the local fixed telephone.
If the recognition result returned by the information providing center is empty, the allocation module 41 may determine that the user does not have a dedicated agent.
As can be seen, the user identification result includes the following three types:
1) no dedicated agent exists for the user;
2) the user has a special seat, and the special seat belongs to a local call center;
3) the user has a dedicated agent, but the dedicated agent belongs to a remote call center.
If the user does not have a dedicated seat, the allocating module 41 may allocate a local idle seat to provide service for the user, for example, may allocate a seat with the longest local idle time to provide service for the user.
If the user has a dedicated seat and the dedicated seat belongs to the local call center, the allocating module 41 may directly allocate the dedicated seat of the user to provide services for the user.
If the user has a dedicated agent but the dedicated agent belongs to a remote call center, the forwarding module 42 may first obtain the switch information of the remote call center to which the dedicated agent of the user belongs, and then may route the call to the remote call center through an SIP protocol mode in the intranet according to the obtained switch information, so that the dedicated agent belonging to the remote call center provides service for the user.
In a word, by adopting the scheme of the invention, each call center is opened, so that the allocation of the exclusive seat does not depend on the area where the user dials the call or the calling number dialed by the user any more, the problems in the prior art are solved, and the allocation success rate of the exclusive seat is improved.
Moreover, the proposal of the invention can route the call of the user to the remote call center by the SIP protocol mode without switching through the public telephone network, thereby saving the toll fee and breaking the problem that the call-to-call which can be realized only by a communication operator in the original public telephone network can not display the switched telephone number.
In addition, the user can be unaware of the transfer to the special seat belonging to the remote call center without any operation, thereby facilitating the use of the user.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus and method may be implemented in other ways. For example, the above-described device embodiments are merely illustrative, and for example, the division of the units is only one logical functional division, and other divisions may be realized in practice.
The units described as separate parts may or may not be physically separate, and parts displayed as units may or may not be physical units, may be located in one place, or may be distributed on a plurality of network units. Some or all of the units can be selected according to actual needs to achieve the purpose of the solution of the embodiment.
In addition, functional units in the embodiments of the present invention may be integrated into one processing unit, or each unit may exist alone physically, or two or more units are integrated into one unit. The integrated unit can be realized in a form of hardware, or in a form of hardware plus a software functional unit.
The integrated unit implemented in the form of a software functional unit may be stored in a computer readable storage medium. The software functional unit is stored in a storage medium and includes several instructions to enable a computer device (which may be a personal computer, a server, or a network device) or a processor (processor) to execute some steps of the methods according to the embodiments of the present invention. And the aforementioned storage medium includes: a U-disk, a removable hard disk, a Read-Only Memory (ROM), a Random Access Memory (RAM), a magnetic disk or an optical disk, and other various media capable of storing program codes.
The above description is only for the purpose of illustrating the preferred embodiments of the present invention and is not to be construed as limiting the invention, and any modifications, equivalents, improvements and the like made within the spirit and principle of the present invention should be included in the scope of the present invention.
Claims (12)
1. A method for processing an incoming telephone call, comprising:
accessing a user telephone;
if the exclusive seat exists for the user and the exclusive seat belongs to a local call center, the exclusive seat is allocated to provide service for the user;
if the fact that the special seat exists in the user but the special seat belongs to a remote call center is determined, the special seat provides service for the user after the call is routed to the remote call center;
the method further comprises the following steps: after accessing a user telephone, sending a user identification request to an information providing center, wherein the user identification request carries a telephone number of the user; and receiving an identification result returned by the information providing center, wherein if the user has an exclusive seat, the identification result carries the exclusive seat information and the call center information to which the exclusive seat belongs.
2. The method of claim 1,
if the exclusive seat number of the user is more than one, the carried exclusive seat information is as follows: and selecting one exclusive seat information according to a preset rule.
3. The method of claim 1,
the method further comprises the following steps:
before sending the user identification request to the information providing center, formatting the telephone number of the user, carrying the formatted telephone number in the user identification request, and sending the formatted telephone number to the information providing center.
4. The method of claim 1,
the method further comprises the following steps:
and if the identification result is empty, allocating a local idle seat to provide service for the user.
5. The method of claim 4, wherein the allocated local idle agent is the agent with the longest idle time.
6. The method according to any one of claims 1 to 5,
said routing of the call to the offsite call center comprises:
acquiring the switch information of the remote call center;
and routing the call to the remote call center through the session initial protocol mode in the intranet according to the acquired switch information.
7. A telephone incoming call processing apparatus, comprising: the system comprises a distribution module and a switching module;
the allocation module is used for allocating a dedicated seat to provide service for a user if the dedicated seat is determined to exist for the user after the user telephone is accessed and the dedicated seat belongs to a local call center;
the switching module is used for routing a call to a remote call center if a special seat exists in a user after a user telephone is accessed and the special seat belongs to the remote call center, and the special seat provides service for the user;
the device further comprises:
a sending module, configured to send a user identification request to an information providing center after a user telephone is accessed, where the user identification request carries a telephone number of the user;
and the receiving module is used for receiving an identification result returned by the information providing center, carrying the exclusive seat information and the call center information to which the exclusive seat belongs if the user has the exclusive seat, and sending the identification result to the distribution module and the switching module.
8. The apparatus of claim 7,
if the exclusive seat number of the user is more than one, the carried exclusive seat information is as follows: and selecting one exclusive seat information according to a preset rule.
9. The apparatus of claim 7, further comprising:
a formatting process module for formatting the telephone number of the user before transmitting the user identification request to the information providing center, and
the sending module is used for carrying the formatted telephone number in the user identification request and sending the user identification request to the information providing center.
10. The apparatus of claim 7,
the allocation module is further configured to,
and if the identification result is empty, allocating a local idle seat to provide service for the user.
11. The apparatus of claim 10, wherein the assigned local idle agent is the agent with the longest idle time.
12. The apparatus according to any one of claims 7 to 11,
the switching module is used for acquiring the switch information of the different-place call center and routing the call to the different-place call center through a session initial protocol mode in the intranet according to the acquired switch information.
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| CN111787164B (en) * | 2020-07-16 | 2021-06-15 | 阳光保险集团股份有限公司 | Incoming call prompting method and device, electronic equipment and computer readable medium |
| CN113191849A (en) * | 2021-05-18 | 2021-07-30 | 北京有竹居网络技术有限公司 | System, method, storage medium and electronic device for transferring remote clues |
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