WO2010148685A1

WO2010148685A1 - Method and apparatus for call transfer in multiple-call -center system

Info

Publication number: WO2010148685A1
Application number: PCT/CN2010/071366
Authority: WO
Inventors: 李伟华; 夷嬿霖
Original assignee: 中兴通讯股份有限公司
Priority date: 2009-12-23
Filing date: 2010-03-26
Publication date: 2010-12-29
Also published as: CN101742004B; CN101742004A

Abstract

The invention provides a method and an apparatus for call transfer in a multiple-call-center system. The method includes: a network side device acquires the user presence information of a call, and transfers the call from a source call center to a destination call center according to the user presence information. The apparatus includes: an acquisition module and a transfer module. Comparing with the prior art, the method and the apparatus of the invention improve the accuracy of the call transfer, enable the effective allocation of agent resources, and solve the problem that the transfer may be unsuccessful and the user can not return to the previous agent when the agent transfers the user to other call center agents.

Description

Method and device for calling special connection in multi-call system

Wood field

This relates to the field of communications, and more particularly to a method and apparatus for call specialization in a multi-call system.

Background

In-call (Ca Ce e CC) system is a customer system established by using the call. The user terminal establishes communication in the unified call in each call, and the user provides the process and the work clothes in the call. The intermediate platform of the call is ( o cCa s b o AC ),

Integration (Comp e Teepho y ega o CT ) interactive (e ac ve Voce Respo s , VR ) and / or interactive audio and video ( e ac ve Voce d VdeoRespo se VV ) and ( ge ) and so on (AC ) Mainly responsible for the call control, CT is responsible for management and by function, VR mainly provides process functions. In the call center for providing work clothes, the main platforms include AC CT and Age.

In the large-scale construction of the call, the outsourcing is large and the customer is working in the middle or the management, and the call scale is established. In the existing wood, in the above multiple configuration, multiple calls are managed, so that multiple calls are managed.

The situation of the call is specially balanced, but in the special call, there is a case where the call is not allowed. For example, in a call that is blindly connected to a different call, or a call that is not capable of being connected in the call, the user's satisfaction is reduced.

Content

This provides a method and apparatus for calling special calls in a multi-call system to improve call specificity.

To the above purpose, this book provides a plan for the undergrowth. Multi-call system in the call special connection method, including

Each user of the call presents information, and the user presents the information, and the call is specially received in the destination call.

Method includes

In the special connection, the call is completed and the operations are performed in each call, including operations and/or operations.

The method has the following subordinates, including AC in the call or multi-call management.

Method for presenting information to users with the following special calls

The AC in the call takes the user to present the information or the user presents the information in the call.

In a multi-call, the user presents information in the call of the integrated CT in the management call.

The method has near-subordinate user presentation information including under or multi-user, terminal capabilities, location information, and preferences.

The method presents information to the user having the next special call, and the call is specifically received in the destination call.

The user of the AC call in the call presents information, and the special destination call is in progress.

The AC in the call will be specially connected to the call in the destination call.

The user presents the terminal capability in the message, in the call other than the one in the call, the R and/or VVR in the call is in the destination call or

The user presents the location information in the message, the most recent call in the call other than the call in the destination call or The user presents the terminal capability in the information and the location information in the user presence information, among the other calls in the call, the VR and/or VVR, the most recent call in the destination call.

In the multi-call, the user who is called by the management presents the information, and the destination call in the special call, the special call in the destination call

The CT of the destination call, the call and the information of the call receive the route and the result of the call, the call of the call and / or Xiaoqing and

The call connection and/or the Xiaoqing call special call of the call in the call.

Method near to the next special call by management destination call P includes

Based on the terminal capabilities in the user presence information, the call in the VR and/or VVR is provided in the other calls outside the call.

The user presents the location information in the message, in the call of the other call in the call, or the most recent call in the call, or

The user presents the terminal capability in the information and the location information in the user presence information, among the other calls in the call, the VR and/or VVR, the most recent call in the call, the destination call

The destination call in the call includes the user information in the user presence information, and the special call in the manner of the user information phase in the destination call or The user presents the preference information in the information, and the destination call has a favorite message phase and each skill has a special call or

The user presents the user information in the information and the preference information in the user presentation information, and the destination call has a user information phase, and has a favorite information and a special call for each skill.

Multi-call system for calling special equipment, including

Lai, the user who called it presents information and

Special connection, the user presents the information, and the call is specially received in the destination call.

Nearly included

In the special connection, the call is completed and the operations are performed, including operations and/or operations.

The device has a near-specific device call in the AC or multiple calls in the management.

The device has near features

Take a call from the user or the user presents the information in the call order or

User-presented information is taken from the call in the CT in the call.

The device has near-subordinate user presence information including under or multi-user, terminal capabilities, location information, and preferences.

The device has a special connection and is deployed in the AC being called, including

The first sheep, the user of the call presents information, and the destination call of the special call

The first picks up the sheep, and the AC in the call will call the call. Analysis.

The device has a sub-special sheep.

According to the terminal capability in the user's presence information, the call in the call of the VR and/or VVR is provided in the other calls in the call, or

The location information in the user presentation information, the terminal capability in the destination call or the user presence information in the most recent call in the call outside the call, and the location information in the user presence information, provided in other calls in the call The VR and/or VVR, and the most recent call in the call is in the destination call.

The device has a near special configuration and is deployed in multiple calls, including

The second sheep, the user of the call presents information, the destination call in the special call, the special call in the destination call

Sheep, the CT from the destination call, the routing and routing information of the call

Receiving the sheep, the route and the result of receiving the call,

Calling a virtual call and/or Xiaoqing and

The second special connection is the call connection and/or the Xiaoqing call special connection in the call.

The device has a lower second special target.

The user presents the terminal capability in the message, in the call of the VR and/or VVR in the other call in the call, or in the destination call or

The user presents the location information in the message, in the call of the most recent call in the call, or in the destination call The user presents the terminal capability in the information and the location information in the user presence information to call the VR and/or VVR in the other call in the call, and to call the most recent call in the destination call.

In the destination call of the second sheep, the special call is in the following way.

Based on the user information in the user's presence information, or in the destination call with the user information phase of the special call or

The user presents the preference information in the message, or the destination call with the favorite information and the special call of each skill or

The wood solution provided by the user presents information to the calling user, presents the information to the user, and connects the call to the destination call, improves the call specialization, and improves the user satisfaction. The reasonable purpose CT, the effective allocation of resources in the call In the system, the new ones are added and shared.

The sheep is routing and arranging in the middle of the call. The existing routing and routing in the middle of the line are the same, reducing unnecessary operations of the user, improving the efficiency of the user operation, and improving the user's call in the special connection. The destination call is pre-locked, and the result is reversed. The call is re-routed, and the special call is made to the user. The call may be unsuccessful but cannot be returned to the original seat. 1 The power of the multi-call system provided by Liben 2 Method for managing special calls in multi-calls Process flow in management of multi-calls in multi-calls

4 中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中中

5 6 5

7 5 shows the indication of the special connection 502

8 5 shows the other indication of the special 502.

The preferred way of this

This is a step-by-step description of the wood solution provided.

As shown in Figure 1, the call system includes multiple calls. Management 100 CT 102 AC 104, 106 VR and/or VVR 108, present each ( ese ceSe Vce )

Among them, the multi-call is connected by the management 10 and the CT 4 to the ocke, and the message receiving mode of 5. In the call, the connection mode of CT 4 and AC 2 P connection, the connection mode of AC 2 and P connection in multiple calls.

Below are the introductions

In the multi-call by the management 100, it is unified, in the CT call of the special CT, and in the CT call in the call, 0 local routing policy, in the call of other calls in the call, the call will be called The medium is received by the destination in which the policy can be requested by the user, where the policy is mandatory 1) the routing policy of the CT in the specified call, 2) the routing policy of the most CT, the user of the added routing policy is presented Routing policy for information.

5 where the user presents the information configured by the user to present the information.

The user presentation information includes lower or multi-user, terminal capabilities, location information, and preferences. The user refers to busy, etc., can be In the terminal capability, whether the terminal capability supports the video and the terminal context, the operation system location information is that the user terminal location information preferences of the user are the user's content, the call, the CT pre-match, and the preference is to meet the user's preference and each skill.

5 The user presents information by policy including

The location information in the user's presence information, among the other calls in the call, the most recent call in the call, the destination call 10 or

The user presents the terminal capability in the information and the location information in the user presence information, among the other calls in the call, the VR and/or VVR and the most recent call in the call.

The user presenting information is included by the strategy

15 User information in the user's presence information. The call is specially connected to the destination.

The user presents the preference information in the message. The call is specifically connected to the destination.

The user presents the user information in the information and the preference information of the user presence information 20, and the call is specially connected to the skill in the destination call having the user information and the user information.

In CT, multi-call management by reference to other information call special, including the CT in the call (CT is valid, can provide each), CT load (CT how many users are serving each). among them

CT in 2 and the use of the rest mode CT to multi-call from the management, CT, multi-call, the management of the CT to return to the situation.

CT 10, in the internal management and line routing calls in the call If the user does not have the ability to provide the user and each skill, the call from the management 100 is received in the multi-call, and the control result is received, and the control AC 4 calls the call line to receive the call from the management 100 in the multi-call. The row routing and the row locking return the result by the management 100. In the present description, the user presents information to the C 02 AC 4 interface that is presented by the management 100 including the user in the multi-call.

AC 104, for the connection and special connection of the call. In the present description, the AC 104 increases the functionality of the calling user to present information. The user presence information is an interface of the AC 104 AC 104 110, or a call command in which the user presents information, wherein the user presence information is stored in a reserved word of the called order or .

106. In the existing call in the wood, the user of the call through the interface of the CT 102 presents the information, and the user presents the information provided by the user.

R and / or VVR 108. The main process is to provide information to the user who is calling the interface with VR and/or VVR 108 AC 104.

110. Collecting each of the presence information of the user terminal, wherein the user presentation information in the present disclosure can be used as a power resource (o Reso ce de fe, ), in combination with the provided system, and the method for calling the call in the call system Introduction

In this case, the user calls, but each of the work clothes but missed the call A, needs to call the special connection, and the multi-call is managed by the call, the special call is shown in the call 2

Step 202: Calling A and B in the call to the multi-call is managed by the CT, and then the call on the CT of the A and B is in the multi-call situation.

Step 204, occupying the user's call in A, calling A in the call The calling user presents information, the user presentation information will be received by the VR and/or VVR of the call A, and the user VR and/or VVR will prompt the special service.

Step 206, call, A's Zhagen user's skills and user presentation information, to the CT of the call A.

5 Step 208: The CT of the call A checks the mana in the call. The user provides each, and the external call is managed to the multi-call, and the called user presents the information and the user's button and other users. The user button can be the user and each operation, or it can be the operation of the user and each operation.

Step 210: In the multi-call, by the management, check the pre-10 routing policy in the call of the subscriber to the routing policy of the user presenting the information and the call in the call A, and the incoming call in the destination call.

In this example, the pre-routing strategy includes the user presenting information by the policy. The user presentation information is configured by the user to present information.

The user presents information by policy including

20 The user presents the terminal capability in the information and the location information in the user presence information, among the other calls in the call, the VR and/or VVR and the most recent call in the call.

The user presenting information is included by the strategy

According to the user information in the user presentation information, the call is specially connected to the destination. 7. In the call r has a phase or

User presentation information in user information and user presence information The preference information is to connect the call to the skills in the destination call that have the user information phase and have the preference information.

Step 212: In the multi-call, the number of users, such as the user's button, is routed to the call in the call to the call in the call.

Step 214: The CT in the call receives the route in the call of the call A in the call, and the number of users such as the user's button, and the route and the route.

Step 216: The CT in the call succeeds and the row is succeeded, and the number of received users is saved, and the result of the routing and routing back to the call is included in the call, including internal ten sets of Xiaoqing, wherein the internal call can be internally Pick up ten Xiaoqing, call directly to the locked one.

Step 218: In the multi-call, the result of successfully returning the CT of the call B in the call is specific to the CT of the call A.

Step 220: The CT of the call A receives the result of the return route from the successful result to the call A.

In step 222, the call, A receives the result of the line and the line, and connects the call to the locked one in the call B. The special use is to connect the ten seats in the inner and the outer row.

Step 224: In the call B, the call of A in the receiving call, the internal connection and the small green match, and the CT in the call, the locked call has been made.

Step 226: The CT special information of the B in the call, the call is a previously locked call, and the number of the user buttons in the previous route is taken out, and whether the user needs to press the button again, including whether the password has been set, or not, Then, the locked user is again turned to the user, and if so, the locked button information is indicated.

Step 228, the CT of the call B locks the user, and the number of users is .

Step 230, the lock in the call is connected to the CT representation of the B in the call. Call

It should be noted that, in the call, the lock of the call B is provided in the call. If the user indicates that the user has pressed the button, the user is pressed again, and if not, the user presses the information.

Step 232, the CT in the call to the call B indicates that the call has been received.

Step 234: In the call in the call, the A call is received.

From the above, the call is successfully connected, the user and the call.

Steps need to be explained, in the call, the special connection in the call, the multi-call in the management of the routing strategy, in the call, pre-lock, the result is reversed, then call the special connection, solve the special connection to the user There may be a special connection that is unsuccessful but cannot be returned to the original seat.

In this case, the user and the caller A, the caller A needs to connect the user to the other call, and the call is specially connected to the call in the multi-call.

Step 302: Calling A and B in the call to the multi-call is managed by the CT, and then the call on the CT of the A and B is in the multi-call situation.

Step 304, occupying the user's call, calling A

The user of the call presents information, and the user presence information is received by the VR and/or VR, the user VR and/or the VVR prompting the special service, and the CT assigns the call to. In the middle of the user and the call A, the CT call of the A in the call to the call A needs to be specially moved to other users to provide each. The number of users such as the user presenting information and the user's button.

Step 306: The CT of the call A in the call The other mana call in the call provides the number of users, such as the user present information and the user's button.

Step 308: In the multi-call, by the management, check the pre-policy in the call of each note, the routing policy for the user to present the information, and the request for the call in the call A, the incoming call in the destination call

Step 308 in step 308 is the same as step 210 in step 332, and details are not described herein again.

Step 334: The result of the successful connection of the CT in the call to the A in the call.

In step 336, in the call A of the CT call in the call, the special call in A is successfully connected, and then the call is in A.

In the user call, A, the caller of the A user in the call A presents the call to the call, as shown in H. 4

Step 402: In the call, A and B respectively go to other calls, and configure the call special call by the local policy.

The locally configured call distribution policy is configured by the user presentation information, and the rest includes:

The user presents the terminal capability in the message, in the call of the VR and/or VVR in the other call in the call, or in the destination call,

The user presents the terminal capability in the information and the information in the user presence information, among the other calls in the call, the VR and/or VVR and the most recent call in the call.

Step 404: The user calls A in the call. Step 406: The routing policy of the caller A in the call, in the call of the destination call

Step 408, the call to the call in the call A. Step 410: The CT in the call in the call is . In step 412, the CT of the call B is combined with the call to be assigned to .

Step 414, the user and the KK in the call are established.

As shown in Fig. 5, God calls the special device in the multi-call system, including the Lai 501, presents the information special 502 to the calling user, presents the information to the root user, and connects the call to the destination call.

Yes, as shown in 6, the device can be included in the near step

In 601, in the special connection, the call is completed and the operations are performed, including operations and/or operations.

In the step, the device is in the AC or multi-call in the call.

Of which 501 is

In the call order in which the user presents the information or the user presents the information, or

User-presented information is taken from the call in the CT in the call.

In step, the user presents information including the following or multi-user, terminal capabilities, location information, preferences.

Yes, as shown in Figure 7, the special 502 is deployed in the AC being called, including

The first sheep 701, the user who is calling at the root presents information, and the destination call of the special call is in progress.

The first picks up the sheep 702, and the AC in the call connects the call. The destination is in the call.

The first sheep 701 destination call, the rest mode user presents the terminal capability in the message, and the other call in the call is provided in the call of the VR and/or VVR in the call.

The location information in the user presentation information, the terminal capability in the destination call or the user presence information in the most recent call in the call outside the call, and the location information in the user presence information, provided in other calls in the call VR and/or VVR, the most recent call in the call in the destination call.

Yes, as shown in Figure 8, the special connection 502 is deployed in many calls, including

The second sheep 801, the user presenting information at the root call, the destination call of the special call, and the destination call

Sheep 802, CT in the destination call, routing and routing information

Receiving the sheep 803, in order to receive the route and the result of the call,

Call pick up and/or Xiaoqing

The second special connection 804, the call connection and/or the Xiaoqing call special connection in the call of Yutong.

The second sheep 801 is in the middle of the call.

The user presents the terminal capability in the information and the location information in the user presence information to provide VR and/or VVR among other calls in the call. The most recent call in the call in the destination call

The second sheep 801 in the destination call is based on the user information in the user presentation information in the following manner, in the destination call with the user information phase in the manner of the special call or the user presents the preference information in the information, User information in the destination call with the favorite information phase and each skill's special call or user presence information and the preference information in the user presence information, in the manner of having the user information phase in the destination call, and having the preference information The special and the special skills of the call.

The second special connection is 804. The user in the call presents the user information in the message, and the call is specially connected to the destination call.

The user presents the preference information in the message, and the call is specifically received in the destination call and each skill or

The user presents the user information in the information and the preference information in the user presentation information, and the call is specially connected to the special call with the user information phase in the destination call and having the favorite information and each skill.

The sheep is routing and arranging in the middle of the call. The existing routing and routing in the middle of the line are the same, reducing unnecessary operations of the user, improving the efficiency of the user operation, and improving the user's call in the special connection. The destination call is pre-locked, the result is reversed, the call is Calling the special connection again solves the problem that the user is connected to other calls, and there may be a special connection that is unsuccessful but cannot be returned to the original seat.

In the present disclosure, the user present information includes the following or multi-user, terminal capabilities, location information, preferences, views, and presentations, and the presented information is in the top, and the policies are covered in the warranty.

It is understood that all or part of the steps in the art can be completed by hardware of the program instruction phase, and the program can be stored in the storable, the program is executed, including the steps of the method or a combination thereof.

In addition, the functional sheep in each of these can be in the form of hardware or software functions. The integration can be sold or used in the form of software functions, and can also be stored in the storage.

The storage mentioned above can be only memory, or etc.

Above, the way of rest, but this is not limited to this, any wood that is familiar with the wood field can be easily conceived or replaced in the wood garden disclosed in this book, and is covered in this warranty. Therefore, the warranty of this warranty is required. Compared with the existing wood, the wood scheme provided by the present invention improves the call special connection, improves the user satisfaction, effectively allocates the resources of the sheep, reduces the unnecessary operation of the user, improves the efficiency of the user operation, and improves the efficiency of the user operation. The user's Hugh solves the problem of connecting the user to other calls, and there may be a problem that the special connection is unsuccessful but cannot be returned to the original seat.

Claims

Claim

1. A method for calling a special call in a multi-call system, which includes

Each user of the call presents information, and the user presents the information to the call.

2. The method of claim 1, which includes, in the special step, the call has been completed and the operations are performed in each of the calls, and each operation includes and operates and/or operates.

3. The method of claim 1 or 2, wherein each of the calls includes AC or multi-call management.

4. The method of claim 3, wherein the step of presenting information by the user of each call includes

The AC in the call presents each user or the user to present the information in the call order to retrieve the user's presence information or

In the multi-call, the user presents information by calling the integrated CT in the management call.

5. The method of claim 4, wherein the user presentation information comprises or multiple users, terminal capabilities, location information, and preferences in the information.

6. The method of claim 5, wherein the step of the user presenting the call to the call in the call is specifically included in the destination call.

The user of the AC call in the call presents the information in the destination call of the caller and

The method in which the AC in the call connects the call to the destination call. 7. The method of claim 6, wherein the user of the AC call in the call presents the information. The step of the destination call includes:

The user presents the terminal capabilities in the message to the call destination in the call to provide interactive and/or interactive audio and video VVR in other calls between China and abroad. The user presents the location information in the message to call the most recent call in the call in the middle or out of the call in the destination call or

The user presents the terminal capability in the information and the location information in the user presence information to call the R and/or VVR in the other calls in the call, and the most recent call in the call in the call.

8. The method of claim 5, wherein the user presenting the information will call the call in the special step of the destination call

In the multi-call, in the destination call of the user who is in the information call by the user who manages the call, the CT in the destination call of the special call in the destination call, the route of the call in the call, and the inquiry information in the row receive the call. The result of routing and plating, the call in the result of the call and / or Xiaoqing as well

9. The method of claim 8, where multiple calls are managed

The user of the call presents information. The steps in the destination call of the call include: the ability of the terminal in the user to present the information to call the VR and/or VVR in the call other than the call in the call.

The user presents the location information in the information to call the terminal capability in the destination call or the user presence information of the most recent call in the call other than the call, and the location information in the user presence information to call other calls in the call. Providing a VR and/or VVR, and calling the most recent call in the destination call

The purpose of the call in the destination call includes

Calling the user for the purpose of presenting the user information in the message Or

The user presents the preference information in the message to the destination call with the favorite information and the skill of the special call or

10. A device for calling a special call in a multi-call system, which includes

, the user who called it presents information and

11. The device of claim 10, which includes

In the special connection, the call is completed and the operations are performed in the call, and each operation includes and operates and/or operates.

12. A device requiring 10 or 11, wherein the device is called AC or multi-call by management.

13. The device of claim 12, where is

The following mode calls the user to present information or the user presents the information in the call to retrieve the user's presence information or

In the call of the CT in the call, the user presents the information. 14. The apparatus of claim 13, wherein the user presentation information includes the following or multi-user, terminal capabilities, location information, and preferences.

15. The device of claim 14, wherein the special connection is deployed in the AC in the call, and the special connection includes

The first sheep, the user of the call presents information Purpose of the call and

The first picks up the sheep, and the AC in the call will call the call.

, the device of claim 15, the first sheep is

The following method calls the user to present information. The purpose of the call is in the middle of the call.

The user presents the terminal capability in the message to call the V and/or VV in the other call in the call.

The user presents the location information in the message to call the most recent call in the other call in the call.

The user presents the terminal capability in the information and the location information in the user presence information to call the most recent call in the call of the VR and/or VVR among other calls in the call.

17. The device of claim 14, wherein the special connection is deployed in the multiple calls by the management, and the special connection includes

The second sheep, the user of the call presents the information in the destination call of the call, the destination call in the special call

The sheep, which receives the route from the CT in the destination call, receives the route and the information of the queue, receives the route of the call and the result of the queue, and the result of the call is connected and/or Xiaoqing and

1. The device of claim 17, wherein the second sheep is

The following method is specially connected to the destination of the call.

The user presents the terminal capability in the information to call the location information in the destination call or the user presence information in the call providing the VR and/or VVR among other calls in the call, to call other calls in the call. The terminal capability in the destination call or the user presence information of the most recent call in the medium-to-medium call, and the location information in the user presence information, to provide the most recent call of the VR and/or VVR among other calls in the call. Medium purpose call

The second sheep is the destination of the next mode.

The user presents the user information in the message, or the destination call with the user information phase of the special call or

The user presents the user information in the information and the preference information in the user presentation information, and the destination call has a user information phase, and the user has a favorite information and a special call for each skill.