CN112104789B

CN112104789B - Cross-center seat automatic switching method, device, equipment and storage medium

Info

Publication number: CN112104789B
Application number: CN202010982309.0A
Authority: CN
Inventors: 赵新阳; 郭敏鸿; 范会善; 王炼; 罗贤桂; 贺文明; 黄振光; 赵华; 炊向军; 董劲麟
Original assignee: China Construction Bank Corp
Current assignee: China Construction Bank Corp
Priority date: 2020-09-17
Filing date: 2020-09-17
Publication date: 2021-11-23
Anticipated expiration: 2040-09-17
Also published as: CN112104789A

Abstract

The embodiment of the specification provides a cross-center agent automatic switching method, a device, equipment and a storage medium, wherein the method comprises the following steps: the method comprises the steps that a first CTI device receives a home center switching message aiming at an agent client; the first CTI equipment is configured at a first home center side; the first CTI equipment locks the agent client; the first CTI equipment judges whether the agent client is in a non-call state currently; when the agent client is currently in a non-call state, the first CTI equipment signs out the agent client; and the first CTI equipment sends the home center switching message to the agent client, so that the agent client signs in a second CTI equipment configured at a second home center side according to the home center switching message. The embodiment of the specification can realize automatic switching of the cross-center seat, and improve the switching speed of the cross-center seat and user experience.

Description

Cross-center seat automatic switching method, device, equipment and storage medium

Technical Field

The present disclosure relates to the field of communications technologies, and in particular, to a method, an apparatus, a device, and a storage medium for automatically switching between center-crossing seats.

Background

In the construction of a large-scale contact center, from the aspect of a technical scheme, a multi-center deployment architecture is generally adopted at present, and multi-center telephone traffic disaster tolerance of an agent client is realized through switching among centers. However, when the conventional platform is switched in a multi-center manner, the following problems exist: when switching is performed by multiple centers, operators can be notified manually to perform manual sign-on. For a distributed large-scale seat center, a plurality of operators are involved, a plurality of seats are involved, and if a manual notification mode is adopted for switching, the whole switching process is time-consuming. In the telephone traffic peak period, as the call volume of a user is larger, a new user can be accessed as long as a telephone operator is idle, and as the telephone operator mainly takes user service, the user cannot be actively hung up, so that the telephone operator cannot be quickly switched to a new center; and the manual notification mode is switched, which often causes the interruption of the current call of the seat and influences the user experience.

Disclosure of Invention

An object of the embodiments of the present specification is to provide a method, an apparatus, a device, and a storage medium for automatically switching across center seats, so as to implement automatic switching across center seats, and improve switching speed and user experience across center seats.

In order to achieve the above object, in one aspect, an embodiment of the present specification provides a method for automatically switching a cross-center agent, including:

the method comprises the steps that a first CTI device receives a home center switching message aiming at an agent client; the first CTI equipment is configured at a first home center side;

the first CTI equipment locks the agent client;

the first CTI equipment judges whether the agent client is in a non-call state currently;

when the agent client is currently in a non-call state, the first CTI equipment signs out the agent client;

and the first CTI equipment sends the home center switching message to the agent client, so that the agent client signs in a second CTI equipment configured at a second home center side according to the home center switching message.

In an embodiment of this specification, the receiving, by the first CTI apparatus, a home center handover message for an agent client includes:

the first CTI device receives a home center switch message for the agent client from a management server.

In an embodiment of this specification, before the first CTI apparatus receives a home center handover message for an agent client, the method further includes:

the first CTI equipment receives an access request of a user terminal calling to enter the first attribution center and distributes an agent client to the user terminal;

responding to the access request, the first CTI equipment controls a corresponding media server to establish a call connection between the user terminal and an agent client distributed for the user terminal; the media server is configured at the first home center side.

In an embodiment of this specification, the allocating an agent client to the user terminal includes:

and selecting an idle agent client from the agent client set which is signed in the first CTI equipment to be distributed to the user terminal.

the first CTI equipment receives a sign-in request sent by the agent client;

and responding to the sign-in request, and setting the state of the agent client to be an idle state when the agent client signs in successfully by the first CTI equipment.

In an embodiment of the present specification, the method further includes:

and when the agent client is in a call state currently, the first CTI equipment continuously judges whether the agent client is in a non-call state currently.

In an embodiment of this specification, after the first CTI device signs out the agent client, the method further includes:

and the first CTI equipment sends a sign-out message to the agent client.

In another aspect, embodiments of the present specification further provide a CTI apparatus, including a memory, a processor, and a computer program stored on the memory, where the computer program is executed by the processor to perform the instructions according to the method of the claims.

In another aspect, embodiments of the present specification further provide a computer storage medium having a computer program stored thereon, where the computer program is executed by a processor of a CTI apparatus to execute the instructions of the method according to the claims above.

On the other hand, an embodiment of the present specification further provides a cross-center agent automatic switching method, including:

the management server receives a home center switching instruction aiming at the agent client;

responding to the home center switching instruction, the management server switches the agent client from a first home center to a second home center;

the management server sends a home center switching message to a first CTI device, so that the agent client signs out from the first CTI device and signs in a second CTI device; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side.

In an embodiment of this specification, before the management server receives a home center switching instruction for an agent client, the method further includes:

the management server receives an access request sent by the agent client;

and responding to the access request, the management server returns the equipment information of the first CTI equipment to the agent client so that the agent client signs in the first CTI equipment.

In another aspect, an embodiment of the present specification further provides a management server, including:

the instruction receiving module is used for receiving a home center switching instruction aiming at the agent client;

the center switching module is used for responding to the home center switching instruction and switching the agent client from a first home center to a second home center;

the message sending module is used for sending a home center switching message to a first CTI device so that the agent client signs out from the first CTI device and signs in a second CTI device; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side.

In another aspect, the present specification further provides a computer storage medium, on which a computer program is stored, and the computer program is executed by a processor of a media server to execute the instructions of the method.

the agent client signs in the first CTI equipment by using the equipment information obtained from the management server; the first CTI equipment is configured at a first home center side;

the agent client receives a home center switching message sent by the first CTI equipment;

based on the home center switching message, the agent client acquires equipment information of a second CTI (computer telephony integration) equipment from the management server; the second CTI equipment is configured at the second home center side;

and based on the equipment information of the second CTI equipment, the agent client sends a sign-in request to the second CTI equipment.

In another aspect, an embodiment of the present specification further provides an agent client, where the agent client is located on a first home center side, and includes:

the agent signing module is used for signing in the first CTI equipment by using the equipment information obtained from the management server; the first CTI equipment is configured at the first home center side;

the message receiving module is used for receiving a home center switching message sent by the first CTI equipment;

the information acquisition module is used for acquiring equipment information of the second CTI equipment from the management server based on the home center switching message; the second CTI equipment is configured at the second home center side;

and the request sending module is used for sending a sign-in request to the second CTI equipment based on the equipment information of the second CTI equipment.

In another aspect, the embodiments of the present specification further provide a computer storage medium on which a computer program is stored, where the computer program is executed by a processor of an agent client to execute the instructions of the method according to claim 14.

As can be seen from the technical solutions provided in the embodiments of the present specification, cross-center automatic switching of the agent clients is realized through automatic locking of the CTI device and a switching message sending mechanism. Compared with manual switching, the automatic switching speed of the agent client is higher, and the switching efficiency is higher; and when receiving the home center switching message, the CTI equipment executes the sign-out action when judging that the agent client is currently in the non-call state, so that the agent client is not switched in the call state, and the user experience is improved.

Drawings

In order to more clearly illustrate the embodiments of the present specification or the technical solutions in the prior art, the drawings that can be used in the description of the embodiments or the prior art will be briefly described below, it is obvious that the drawings in the following description are only some embodiments described in the specification, and for those skilled in the art, other drawings can be obtained according to the drawings without inventive labor. In the drawings:

fig. 1 is a schematic structural diagram of a cross-center agent automatic switching system in an embodiment provided in the present specification;

fig. 2 is a flowchart (CTI device side) of an automatic cross-center agent switching method in an embodiment provided in this specification;

fig. 3 is a flowchart (management server side) of an automatic cross-center agent switching method in an embodiment provided in the present specification;

fig. 4 is a flowchart of a cross-center agent automatic switching method (agent client side) in an embodiment provided in the present specification;

fig. 5 is a flow of automatic switching across center seats in a call state in an embodiment provided in the present specification;

fig. 6 is a flow of automatic switching across center seats in a non-call state according to an embodiment provided in the present specification;

FIG. 7 is a block diagram of a management server in some embodiments provided herein;

FIG. 8 is a block diagram of an agent client in further embodiments provided herein;

fig. 9 is a block diagram of a computer device in an embodiment provided in the present specification.

[ description of reference ]

71. An instruction receiving module;

72. a central switching module;

73. a message sending module;

81. a seat sign-in module;

82. a message receiving module;

83. an information acquisition module;

84. a request sending module;

902. a computer device;

904. a processor;

906. a memory;

908. a drive mechanism;

910. an input/output module;

912. an input device;

914. an output device;

916. a presentation device;

918. a graphical user interface;

920. a network interface;

922. a communication link;

924. a communication bus.

Detailed Description

In order to make those skilled in the art better understand the technical solutions in the present specification, the technical solutions in the embodiments of the present specification will be clearly and completely described below with reference to the drawings in the embodiments of the present specification, and it is obvious that the described embodiments are only a part of the embodiments of the present specification, and not all of the embodiments. All other embodiments obtained by a person skilled in the art based on the embodiments in the present specification without any inventive step should fall within the scope of protection of the present specification.

The cross-center agent automatic switching system in the embodiment of the present specification may include a management server, a plurality of home centers, and the like. Each home center may include a Computer Telephony Integration (CTI) device and a media server.

The management server can manage a plurality of home centers, namely a plurality of home centers deploy a set of management servers so as to carry out unified management. The management server can maintain the home center of the agent client and dynamically distribute the available CTI equipment corresponding to the home center to the agent client, so that the agent client can obtain the CTI equipment distributed by the system through the media server to carry out login and telephone traffic operation; the management server can also switch the home centers of the agent clients, and the agent clients are switched from one home center to another home center; after the agent client is switched from one home center to another home center, the management server can automatically send a switching notification (i.e., a home center switching message) to the CTI device corresponding to the agent client.

The CTI equipment can be responsible for state control and management of the agent client, so that the agent client can log in and carry out telephone traffic operation through the CTI equipment distributed by the management server. When receiving the home center switching message sent by the management server, the CTI equipment can sign out the agent client and notify the agent client, so that the agent client can automatically log in the CTI equipment of the switched home center according to the notification.

The media server can realize the call media operation of the user terminal and the agent client, and establish a voice channel (i.e. call connection) between the user terminal and the agent client under the control of the corresponding CTI equipment.

The user terminal may refer to a user terminal accessing to a platform through various access methods. In some example embodiments of the present description, a user terminal may include an electronic device such as a desktop computer, a tablet computer, a laptop computer, a smartphone, a digital assistant, a smart wearable device, and the like. In other exemplary embodiments of this specification, in addition to the electronic device, the user terminal may further include Session Initiation Protocol (SIP) access, relay access, and the like.

For ease of understanding, the cross-center agent automatic switching system shown in fig. 1 is specifically described as an example. In the embodiment shown in fig. 1, the home centers are two (i.e., a first home center and a second home center). A first CTI device and a first media server are configured in a first home center; a second CTI device and a second media server are configured in the second home center. The first home center is the original home center of the agent client, and the second home center is the target home center of the agent client, that is, when switching is performed, the agent client can be switched from the first home center to the second home center.

In some embodiments of the present description, as shown in fig. 2, a method for automatically switching a cross-center seat on a first CTI device side may include the following steps:

s201, a first CTI device receives a home center switching message aiming at an agent client; the first CTI apparatus may be configured on a first home-center side. The home center handover message may include: the information of the switched agent client, the information of the original attribution center, the information of the target attribution center and the like.

In embodiments of the present description, the home centre handover message may be provided by the management server to the first CTI apparatus. When receiving a home center switching instruction for an agent client, a management server may switch the agent client from a first home center to a second home center, and may send a home center switching message to a first CTI apparatus, so that the first CTI apparatus may sign out the agent client (i.e., automatically log off the agent client). The home center switching instruction may be initiated by an administrator or automatically by the system based on disaster tolerance and other reasons.

And S202, locking the agent client by the first CTI equipment. In embodiments of the present description, locking an agent client may prevent an agent client from being assigned to a new user terminal, i.e. once an agent client is locked, it will not be assigned to any user terminal in the locked state, regardless of whether the agent client is in the idle state or not. Therefore, the subsequent home center switching can be facilitated.

S203, the first CTI equipment judges whether the agent client is in a non-call state currently.

When the agent client is in a call state, if the home center is directly switched, the call connection between the agent client and the corresponding user terminal is forced to be interrupted, so that the user experience is influenced. Therefore, when receiving the home center handover message, the first CTI device may determine whether the agent client is currently in a non-call state. The communication state means that communication connection is established between the agent client and the user terminal, and the current communication connection is not released, namely the agent client is currently in a busy state or an occupied state. The non-call state means that a call connection is not established between the agent client and the user terminal, or the call connection is established between the agent client and the user terminal before, but the call connection is released currently, that is, the agent client is in an idle state currently.

As shown in fig. 5, before the first CTI apparatus receives the home center handover message for the agent client, the method may further include: and the first CTI equipment receives an access request of a user terminal calling to enter the first attribution center, and can allocate an agent client to the user terminal. In response to the access request, the first CTI device may control the first media server to establish a call connection, where the call connection is a call connection between the user terminal and an agent client allocated to the user terminal.

In an embodiment of this specification, the allocating an agent client to the user terminal may include: and selecting an idle agent client from the agent client set which is signed into the first CTI equipment (namely successfully signed into the first home center) to be distributed to the user terminal.

In some embodiments of the present description, the agent client being switched is one of the agent clients that has previously signed in to the first CTI device. As shown in fig. 5, when it is desired to sign in to the first home center, the agent client may send an access request to the management server, so that the management server may allocate the CTI apparatus for the agent client, and may allocate the first information of the CTI apparatus of the first CTI apparatus (for example, allocate the first CTI apparatus). Correspondingly, the agent client can send a sign-in request to the first CTI equipment according to the first information of the CTI equipment. When receiving a sign-in request sent by the agent client, in response to the sign-in request, the first CTI device may set the state of the agent client to an idle state when the agent client signs in successfully, so as to be used later.

And S204, when the agent client is in a non-call state currently, the first CTI equipment signs out the agent client.

In some embodiments of the present description, as shown in fig. 5, when the agent client is currently in a non-call state, it indicates that the agent client is currently in an idle state; at this time, the first CTI device may sign out the agent client. In other embodiments of this specification, when the agent client is currently in a call state, the first CTI device may wait for the agent client to enter a non-call state, and may continue to determine monitoring, that is, may continue to monitor whether the agent client is currently in the non-call state.

And S205, the first CTI device sends the home center switching message to the agent client, so that the agent client signs in a second CTI device configured at a second home center side according to the home center switching message.

In other embodiments of this specification, when the first CTI apparatus completes the sign-out operation of the agent client, the home center switching message may be sent to the agent client, so that the agent client signs in a second CTI apparatus configured on a second home center side according to the home center switching message. Of course, after the agent client is signed out, the first CTI device may also send a sign-out message to the agent client to notify the agent client. In some embodiments of the present description, as shown in fig. 5, after the agent client signs out, the first CTI apparatus may send the sign-out message and the first home-center switching message to the agent client.

In other embodiments of the present description, if the agent client is originally in a non-call state, the cross-center switching of the agent client may be as shown in fig. 6.

Therefore, in the embodiment of the present specification, through automatic locking of the CTI device and a switching message sending mechanism, cross-center automatic switching of the agent client is realized. Compared with manual switching, the automatic switching speed of the agent client is higher, and the switching efficiency is higher; and when receiving the home center switching message, the CTI equipment executes the sign-out action when judging that the agent client is currently in the non-call state, so that the agent client is not switched in the call state, and the user experience is improved.

Referring to fig. 3, in some embodiments of the present disclosure, a method for managing server-side automatic switching of agents across centers may include the following steps:

s301, the management server receives a home center switching instruction for the agent client.

In embodiments of the present description, the home centre handover message may be provided by the management server to the first CTI apparatus. When receiving a home center switching instruction for an agent client, a management server may switch the agent client from a first home center to a second home center, and may send a home center switching message to a first CTI device, so that the first CTI device may sign out the agent client. The home center handover command may be initiated based on disaster tolerance and other reasons.

S302, responding to the home center switching instruction, the management server switches the agent client from a first home center to a second home center.

S303, the management server sends a home center switching message to a first CTI device, so that the agent client signs out from the first CTI device and signs in a second CTI device; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side.

In the embodiment of the present specification, after the agent client is switched from the first home center to the second home center, the agent client does not sign into the second CTI device, and the switching at this time is not actually in effect. Thus, the management server may send a home center switch message to a first CTI device for the agent client to sign out of the first CTI device and sign into a second CTI device.

In some embodiments of the present specification, before the management server receives a home center handover instruction for an agent client, the method may further include: the management server receives an access request sent by the agent client; and responding to the access request, the management server returns the equipment information of the first CTI equipment to the agent client so that the agent client signs in the first CTI equipment.

In some embodiments of this specification, after sending the home center handover message to the first CTI apparatus, the method may further include: and the management server receives the access request sent again by the agent client, distributes the second CTI equipment for the agent client according to the access request sent again, and returns the second information of the CTI equipment of the second CTI equipment, so that the agent client can sign in again (namely sign in the second CTI equipment) according to the second information of the CTI equipment.

As shown in fig. 4, in some embodiments of the present specification, a method for automatic switching of an agent client-side across centers may include the following steps:

s401, the agent client signs in a first CTI device by using the device information obtained from the management server; the first CTI equipment is configured at the first home center side.

As shown in fig. 5 and fig. 6, when it is desired to sign in to the first home center, the agent client may send an access request to the management server, so that the management server may allocate the CTI apparatus for the agent client, and send the first information of the allocated CTI apparatus of the first CTI apparatus (for example, allocate the first CTI apparatus). Correspondingly, the agent client can send a sign-in request to the first CTI equipment according to the first information of the CTI equipment. When receiving a sign-in request sent by the agent client, in response to the sign-in request, the first CTI device may set the state of the agent client to an idle state when the agent client signs in successfully, so as to be used later.

S402, the agent client receives a home center switching message sent by the first CTI device.

In some embodiments of the present description, as shown in fig. 5, after the agent client signs out, the first CTI apparatus may send the sign-out message and the first home-center switching message to the agent client. Correspondingly, the agent client receives the home center switching message and the sign-out message.

S403, based on the home center switching message, the agent client acquires the equipment information of the second CTI equipment from the management server; the second CTI equipment is configured at the second home center side.

In some embodiments of the present description, as shown in fig. 5, based on the home-center switching message, the agent client may send a sign-in request to the management server again, and the management server may assign the second CTI apparatus to the agent client and return the second information of the CTI apparatus of the second CTI apparatus to the agent client.

S404, based on the equipment information of the second CTI equipment, the agent client sends a sign-in request to the second CTI equipment.

In some embodiments of the present disclosure, as shown in fig. 5, when the agent client successfully signs into the second CTI apparatus, the second CTI apparatus may also change the state of the agent client to an idle state, so as to facilitate subsequent use.

Corresponding to the cross-center seat automatic switching method shown in fig. 2, an embodiment of the present specification further provides a CTI device. The CTI apparatus may comprise a memory, a processor, and a computer program stored on the memory, which when executed by the processor, executes instructions corresponding to a cross-centre agent auto-switching method. The home center handover message may include: the information of the switched agent client, the information of the original attribution center, the information of the target attribution center and the like.

In the CTI apparatus embodiments of the present description, the home-center-switch message may be provided by the management server to the first CTI apparatus. When receiving a home center switching instruction for an agent client, a management server may switch the agent client from a first home center to a second home center, and may send a home center switching message to a first CTI device, so that the first CTI device may sign out the agent client (i.e., automatically log off the agent client). The home center handover command may be initiated based on disaster tolerance and other reasons.

In the CTI apparatus embodiment of this specification, the agent client may be locked to prevent the agent client from being allocated to a new user terminal, that is, once the agent client is locked, the agent client may not be allocated to any user terminal in the locked state regardless of whether the agent client is in an idle state. Therefore, the subsequent home center switching can be facilitated.

As shown in fig. 5, before the first CTI apparatus receives the home center handover message for the agent client, the method may further include: and the first CTI equipment receives an access request of a user terminal calling to enter the first attribution center, and can allocate an agent client to the user terminal. In response to the access request, the first CTI device may control a first media server to establish a call connection between the user terminal and an agent client allocated to the user terminal.

In an embodiment of a CTI device in this specification, the allocating an agent client to the user terminal may include: and selecting an idle agent client from the agent client set which is signed in the first CTI equipment to be distributed to the user terminal.

In some CTI device embodiments of the present specification, the agent client that is switched is an agent client that has been previously signed into the first CTI device. As shown in fig. 5, when it is desired to sign in to the first home center, the agent client may send an access request to the management server, so that the management server may allocate the CTI apparatus for the agent client, and may allocate the first information of the CTI apparatus of the first CTI apparatus (for example, allocate the first CTI apparatus). Correspondingly, the agent client can send a sign-in request to the first CTI equipment according to the first information of the CTI equipment. When receiving a sign-in request sent by the agent client, in response to the sign-in request, the first CTI device may set the state of the agent client to an idle state when the agent client signs in successfully, so as to be used later.

Referring to fig. 5, in an embodiment of a CTI device in this specification, when the agent client is currently in a non-call state, it indicates that the agent client is currently in an idle state; at this time, the first CTI device may sign out the agent client. In other embodiments of this specification, when the agent client is currently in a call state, the first CTI device may wait for the agent client to enter a non-call state, and may continue to determine monitoring, that is, may continue to monitor whether the agent client is currently in the non-call state.

In other CTI apparatus embodiments of this specification, when the first CTI apparatus completes the sign-out operation of the agent client, the home center switching message may be sent to the agent client, so that the agent client signs in a second CTI apparatus configured on a second home center side according to the home center switching message. Of course, after the agent client is signed out, the first CTI device may also send a sign-out message to the agent client to notify the agent client. In some embodiments of the present description, as shown in fig. 5, after the agent client signs out, the first CTI apparatus may send the sign-out message and the first home-center switching message to the agent client.

In other CTI device embodiments described herein, if the agent client is originally in a non-call state, the cross-center switching of the agent client may be as shown in fig. 6.

Referring to fig. 7, corresponding to the cross-center agent automatic switching method shown in fig. 3, an embodiment of the present specification further provides a management server, which may include:

an instruction receiving module 71, configured to receive a home center switching instruction for an agent client;

a center switching module 72, configured to switch the agent client from a first home center to a second home center in response to the home center switching instruction;

a message sending module 73, configured to send a home center switching message to a first CTI apparatus, so that the agent client signs out from the first CTI apparatus and signs in a second CTI apparatus; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side.

Referring to fig. 8, corresponding to the cross-center agent automatic switching method shown in fig. 4, an embodiment of the present specification further provides an agent client. The agent client is located at a first home center side, which may include:

an agent sign-in module 81 operable to sign-in the first CTI device using device information obtained from the management server; the first CTI equipment is configured at the first home center side.

The message receiving module 82 may be configured to receive a home center switching message sent by the first CTI apparatus.

An information obtaining module 83, configured to obtain device information of the second CTI device from the management server based on the home center handover message; the second CTI equipment is configured at the second home center side.

The request sending module 84 may be configured to send a sign-on request to the second CTI apparatus based on the apparatus information of the second CTI apparatus.

While the process flows described above include operations that occur in a particular order, it should be appreciated that the processes may include more or less operations that are performed sequentially or in parallel (e.g., using parallel processors or a multi-threaded environment).

For convenience of description, the above devices are described as being divided into various units by function, and are described separately. Of course, the functions of the various elements may be implemented in the same one or more software and/or hardware implementations of the present description.

In an embodiment herein, as shown in fig. 9, there is also provided a computer device, the computer device 902 may include one or more processors 904, such as one or more Central Processing Units (CPUs) or Graphics Processors (GPUs), each of which may implement one or more hardware threads. The computer device 902 may also include any memory 906 for storing any kind of information, such as code, settings, data, etc., and in a particular embodiment, a computer program running on the memory 906 and on the processor 904, which, when executed by the processor 904, may execute instructions according to the cross-center agent auto-switching method described above. For example, and without limitation, memory 906 may include any one or more of the following in combination: any type of RAM, any type of ROM, flash memory devices, hard disks, optical disks, etc. More generally, any memory may use any technology to store information. Further, any memory may provide volatile or non-volatile retention of information. Further, any memory may represent fixed or removable components of computer device 902. In one case, when the processor 904 executes the associated instructions, which are stored in any memory or combination of memories, the computer device 902 can perform any of the operations of the associated instructions. The computer device 902 also includes one or more drive mechanisms 908, such as a hard disk drive mechanism, an optical disk drive mechanism, etc., for interacting with any memory.

Computer device 902 may also include an input/output module 910(I/O) for receiving various inputs (via input device 912) and for providing various outputs (via output device 914)). One particular output mechanism may include a presentation device 916 and an associated graphical user interface 918 (GUI). In other embodiments, input/output module 910(I/O), input device 912, and output device 914 may also be excluded, acting as only one computer device in a network. Computer device 902 may also include one or more network interfaces 920 for exchanging data with other devices via one or more communication links 922. One or more communication buses 924 couple the above-described components together.

Communication link 922 may be implemented in any manner, such as over a local area network, a wide area network (e.g., the Internet), a point-to-point connection, etc., or any combination thereof. Communication link 922 may include any combination of hardwired links, wireless links, routers, gateway functions, name servers, etc., governed by any protocol or combination of protocols.

The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the specification. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processor to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processor, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processor to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processor to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

In a typical configuration, a computer device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.

The memory may include forms of volatile memory in a computer readable medium, Random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of a computer-readable medium.

Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), Static Random Access Memory (SRAM), Dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), Read Only Memory (ROM), Electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), Digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium which can be used to store information that can be accessed by a computer device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.

As will be appreciated by one skilled in the art, embodiments of the present description may be provided as a method, system, or computer program product. Accordingly, embodiments of the present description may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, embodiments of the present description may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and so forth) having computer-usable program code embodied therein.

The embodiments of this specification may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The described embodiments may also be practiced in distributed computing environments where tasks are performed by remote processors that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

The embodiments in the present specification are described in a progressive manner, and the same and similar parts among the embodiments are referred to each other, and each embodiment focuses on the differences from the other embodiments. In particular, for the system embodiment, since it is substantially similar to the method embodiment, the description is simple, and for the relevant points, reference may be made to the partial description of the method embodiment. In the description herein, references to the description of the term "one embodiment," "some embodiments," "an example," "a specific example," or "some examples," etc., mean that a particular feature, structure, material, or characteristic described in connection with the embodiment or example is included in at least one embodiment or example of an embodiment of the specification. In this specification, the schematic representations of the terms used above are not necessarily intended to refer to the same embodiment or example. Furthermore, the particular features, structures, materials, or characteristics described may be combined in any suitable manner in any one or more embodiments or examples. Furthermore, various embodiments or examples and features of different embodiments or examples described in this specification can be combined and combined by one skilled in the art without contradiction.

The above description is only an example of the present application and is not intended to limit the present application. Various modifications and changes may occur to those skilled in the art. Any modification, equivalent replacement, improvement, etc. made within the spirit and principle of the present application should be included in the scope of the claims of the present application.

Claims

1. A cross-center agent automatic switching method is characterized by comprising the following steps:

a first Computer Telephony Integration (CTI) device receives a home center switching message for an agent client; the first CTI equipment is configured at a first home center side;

the first CTI equipment locks the agent client;

2. The cross-center agent auto-switching method of claim 1, wherein the first CTI device receiving a home center switch message for an agent client comprises:

3. The cross-hub agent auto-switching method of claim 1, before the first CTI device receives a home-hub switching message for an agent client, further comprising:

4. The method of claim 3, wherein the allocating an agent client to the user terminal comprises:

5. The cross-hub agent auto-switching method of claim 1, before the first CTI device receives a home-hub switching message for an agent client, further comprising:

the first CTI equipment receives a sign-in request sent by the agent client;

6. The method of automatically switching cross-center agents of claim 1, further comprising:

7. The cross-center agent auto-switching method of claim 1, after the first CTI device signs out the agent client, further comprising:

and the first CTI equipment sends a sign-out message to the agent client.

8. A CTI apparatus comprising a memory, a processor and a computer program stored on the memory, wherein the computer program when executed by the processor performs the instructions of the method of any one of claims 1 to 7.

9. A computer storage medium on which a computer program is stored, characterized in that the computer program, when being executed by a processor of a CTI-apparatus, executes instructions of a method according to any one of claims 1 to 7.

10. A cross-center agent automatic switching method is characterized by comprising the following steps:

the management server sends a home center switching message to a first CTI device, so that the agent client signs out from the first CTI device and signs in a second CTI device; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side;

wherein the registering for the agent client to sign out from the first CTI device comprises:

the CTI equipment is used for judging whether the agent client is in a non-call state currently or not; and when the agent client is in a non-call state currently, the first CTI equipment signs out the agent client.

11. The cross-hub agent auto-switching method of claim 10, before the management server receives a home hub switching instruction for an agent client, further comprising:

the management server receives an access request sent by the agent client;

12. A management server, comprising:

the message sending module is used for sending a home center switching message to a first CTI device so that the agent client signs out from the first CTI device and signs in a second CTI device; the first CTI equipment is configured at the first home center side; the second CTI equipment is configured at the second home center side;

wherein the registering for the agent client to sign out from the first CTI device comprises: the CTI equipment is used for judging whether the agent client is in a non-call state currently or not; and when the agent client is in a non-call state currently, the first CTI equipment signs out the agent client.

13. A computer storage medium on which a computer program is stored, characterized in that the computer program, when being executed by a processor of a media server, executes instructions of a method according to claim 10 or 11.

14. A cross-center agent automatic switching method is characterized by comprising the following steps:

the agent client receives a home center switching message sent by the first CTI equipment; after receiving a home center switching message sent by the management server, the first CTI device judges whether the agent client is currently in a non-call state; when the agent client is currently in a non-call state, the first CTI equipment sends the attribution center switching message to the agent client;

15. An agent client, wherein the agent client is located at a first home center side, and the agent client comprises:

the message receiving module is used for receiving a home center switching message sent by the first CTI equipment; after receiving a home center switching message sent by the management server, the first CTI device judges whether the agent client is currently in a non-call state; when the agent client is currently in a non-call state, the first CTI equipment sends the attribution center switching message to the agent client;

16. A computer storage medium on which a computer program is stored, which, when executed by a processor of an agent client, executes instructions of the method according to claim 14.