WO2014206149A1

WO2014206149A1 - Call processing method for contact center, automatic call distributor, and contact center

Info

Publication number: WO2014206149A1
Application number: PCT/CN2014/077336
Authority: WO
Inventors: 铁淑霞; 颜小兵
Original assignee: 华为技术有限公司
Priority date: 2013-06-27
Filing date: 2014-05-13
Publication date: 2014-12-31
Also published as: CN104253911B; CN104253911A

Abstract

Disclosed are a call processing method for a contact center and a contact center. The method comprises: after receiving a call request sent by a user telephone, an automatic call distributor acquiring an allocated agent from a CTI, sending the call request to at least two agent telephones of the agent, and acquiring SDP media information of the at least two agent telephones, the automatic call distributor receiving a conversation request sent by a first agent telephone in the at least two agent telephones, and establishing a conversation between the first agent telephone and the user telephone according to the SDP media information of the first agent telephone; and when a failure occurs in the first agent telephone, the automatic call distributor switching the conversation from the first agent telephone to a second agent telephone according to the SDP media information of the second agent telephone. Therefore, when a failure occurs in a single telephone, a conversation between an agent and a user is not interrupted, and the agent can still have conversation with the user by using another agent telephone that belongs to the agent, thereby enhancing the work reliability of the agent and shortening the time to restore conversation.

Description

Method for calling call processing in contact center, queuing machine and contact center This application is submitted to the Chinese Patent Office on June 27, 2013, and the application number is 201310263429.5. The invention name is "a contact center for call processing method, queuing. The priority of the Chinese Patent Application for the Machine and the Contact Center is incorporated herein by reference. Technical field

The present invention relates to the field of communications, and more particularly to a method, a queue machine and a contact center for call processing in a contact center. Background technique

Call contact center refers to a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries from enterprises and customers, especially the ability to handle a large number of incoming calls at the same time. Calls are automatically assigned to those with the appropriate skills and can record and store all incoming messages. A typical customer service-oriented call contact center can handle customer information inquiry, consultation, complaints and other services, and can conduct customer return visits, satisfaction surveys and other outgoing services.

As shown in FIG. 1 , a schematic diagram of a network connection structure of a user accessing a contact center in the prior art, the user is connected to the contact center system side through various wired or wireless networks, and the contact center includes a plurality of seats serving the user, The agent with the contact center includes a seat interface module and a seat phone. The agent answers the user's call through the agent phone, and performs service processing on the agent interface module to provide services for the user. CTI (Computer Telephony Integration) is the management component of the contact center, which manages the working status of the agent in a unified manner. The status of the agent interface module and the status of the agent phone are reported to the CTI. The CTI determines the status of the agent based on the status of the agent interface module and the status of the agent phone. When a user's call requires a manual service, the CTI allocates available agents to serve the user according to the working status of the agent. During the call between the agent and the user, if the agent fails, the system automatically generates a standby agent list. The CTI selects the alternate agent to take over the current faulty agent, and reconnects the currently faulty agent-processed call with the standby agent, so that the user continues to get the connection. Other agents' services. However, in this case, the alternate agent and the fault agent generally correspond to different agents, and the information that the user interacts with the faulty agent before the agent failure cannot be effectively obtained by the standby agent, causing the information to be missed, and the system transfers the call to the standby. There is a large delay in the seat, which further leads to poor user experience. Summary of the invention

Embodiments of the present invention provide a method for a call center to perform call processing, a queuing machine, and a contact center to avoid missing information of a user interacting with a faulty agent before a seat failure, and improving the speed of call recovery.

In a first aspect, an embodiment of the present invention provides a method for a call center to perform call processing, where the contact center includes a queuing machine, a computer telephony integrated CTI, and an agent, and the agent in the contact center includes two or more agent phones. The methods include:

The queuing machine receives the call request sent by the user's phone, and sends an agent request message to the CTI to request the agent of the user;

Receiving, by the queuing machine, a call message returned by the CTI, where the call message carries agent information of an agent allocated for the user;

The queuing machine sends a call request to at least two of the two or more agent phones included in the agent according to the agent information of the agent;

The queuing machine receives the response message respectively returned by the at least two agent phones, and the response message respectively carries the session description protocol SDP media information of the agent phone that returns the response message;

The queuing machine receives a call request sent by the first agent phone of the at least two agent phones, and establishes the first agent phone and the use according to the SDP media information of the first agent phone. a call between the phone;

When the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone of the at least two agent phones.

In a first possible implementation manner of the first aspect, the queuing machine records the SDP media information of the at least two agent phones after receiving the response message respectively returned by the at least two agent phones, and rejects the acceptance The media stream sent by the two agent phones.

With reference to the first aspect and the first possible implementation manner of the first aspect, in a second possible implementation manner, the queuing machine receives a call request sent by a first one of the at least two agent phones, Establishing a call between the first agent phone and the user phone according to the SDP media information of the first agent phone includes:

After receiving the call request sent by the first agent phone, the queuing machine receives the media stream sent by the first agent phone according to the IP address and port number in the SDP media information of the first agent phone, and will receive the media stream from the first agent phone. A media stream of a seat phone is sent to the user phone, and a media stream from the user phone is sent to the first agent phone to establish a call between the user phone and the first agent phone.

In conjunction with the first or second possible implementation of the first aspect, in a third possible implementation, the method further before the queuing machine switches the call from the first agent phone to the second agent phone Includes:

Receiving, by the queuing machine, fault information sent by the first agent phone; or

The queuing machine detects that the first agent phone is faulty.

In conjunction with the third possible implementation of the first aspect, in a fourth possible implementation, the switching the call from the first agent phone to the second agent phone includes:

The queuing machine sends the fault information of the first agent phone to the CTI, so that the CTI controls the agent to notify the agent to use the second agent phone to answer; The queuing machine sends the media stream from the user's phone to the second agent phone according to the SDP media information of the second agent phone, and sends the media stream from the second agent phone to the user phone to implement the call from the first The agent phone switches to the second agent phone.

In conjunction with the fourth possible implementation of the first aspect, in a fifth possible implementation, the CTI controlling the agent to notify the agent to use the second agent to answer the call includes:

Sending, by the CTI, a notification message to the agent interface module of the agent, so that the agent interface module displays a prompt message, informing the agent to use the second agent phone to answer; or, the CTI sends the second agent phone The notification message is used to indicate that the second agent phone displays a prompt message to notify the agent to use the second agent phone to answer.

In a sixth possible implementation manner of the first aspect, the agent includes a first agent interface module and a second interface module,

When the first agent interface module is used for service processing in the process, if the first agent interface module is faulty, the CTI acquires fault information of the first agent interface module, and controls the agent. The agent is notified to use the second agent interface module to perform business processing.

With reference to the sixth possible implementation manner of the foregoing aspect, in a seventh possible implementation, the acquiring, by the CTI, the fault information of the first agent interface module includes:

Receiving, by the CTI, fault information sent by the first agent interface module; or

The CTI detects that the first agent module is faulty.

In conjunction with the sixth or seventh possible implementation of the first aspect, in an eighth possible implementation, the CTI controls the agent to notify the agent to use the second agent interface module for service processing. Includes:

Sending, by the CTI, a notification message to the second agent interface module, so that the second agent interface module displays a prompt message, instructing the agent to go to the second agent interface module to continue the service processing; or The agent's agent phone sends a notification message to make the seat The seat phone of the seat displays a prompt message instructing the agent to go to the second agent interface module to continue the business process.

In conjunction with the sixth possible implementation of the first aspect, in a ninth possible implementation, the first interface module and the second interface module maintain content synchronization. In a second aspect, an embodiment of the present invention further provides a queuing machine, including:

An agent request unit, configured to receive a call request sent by a user's phone, to integrate with a computer phone

CTI sends an agent request message to request a seat for the user;

The call request sending unit receives the call message returned by the CTI, where the call message carries the agent information of the agent allocated to the user, and according to the agent information of the agent, to the two or more agent phones included in the agent Sending a call request by at least two agent phones;

a media information obtaining unit, configured to receive a response message respectively returned by the at least two agent phones, where the response message carries a session description protocol SDP media information of the agent phone that returns the response message, respectively;

a call establishing unit, configured to receive a call request sent by the first agent phone of the at least two agent phones, and establish, between the first agent phone and the user phone, according to the SDP media information of the first agent phone Call

The call switching unit is configured to switch the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone of the at least two agent phones when the first agent phone fails.

In a first possible implementation manner of the second aspect, after receiving the response message returned by the at least two agent phones, the media information acquiring unit is further configured to record the SDP of the at least two agent phones. Media information.

In combination with the second aspect and the first possible implementation of the second aspect, in a second possible implementation In the mode, the call establishing unit is configured to: after receiving the call request sent by the first agent phone, receive the first agent phone transmission according to the IP address and the port number in the SDP media information of the first agent phone. The media stream, and the media stream from the first agent phone is sent to the user phone, and the media stream from the user phone is sent to the first agent phone to establish a call between the user phone and the first agent phone.

In conjunction with the first or second possible implementation of the first aspect, in a third possible implementation, the queuing machine further includes: a fault information acquiring unit, configured to receive a fault that is sent by the first agent phone Information, or detecting the first agent phone failure.

With reference to the third possible implementation manner of the first aspect, in a fourth possible implementation, the call switching unit is configured to receive the fault information of the first agent phone sent by the fault information acquiring unit. Sending, to the CTI, fault information of the first agent phone, so that the CTI controls the agent to notify the agent to use the second agent phone to answer, according to the SDP media information of the second agent phone The media stream from the user's phone is sent to the second agent phone, and the media stream from the second agent phone is sent to the user's phone to switch the call from the first agent phone to the second agent phone. In a third aspect, an embodiment of the present invention further provides a contact center, where the agent in the contact center includes more than two agent phones, and the contact center further includes a queuing machine and a computer telephony integrated CTI, and the queuing machine uses Receiving a call request sent by the user's phone, sending an agent request message to the CTI, requesting a seat of the service for the user;

The CTI is configured to return a call message to the queuing machine, where the call message carries agent information of an agent allocated for the user;

The queuing machine is further configured to send a call request to at least two of the two or more agent phones included in the agent according to the agent information of the agent, and receive the at least two agent phone numbers. a response message that is returned, the response message carrying the session description protocol SDP media information of the agent phone that returns the response message, respectively;

The queuing machine is further configured to receive a call request sent by the first agent phone of the at least two agent phones, and establish the first agent phone and the user phone according to the SDP media information of the first agent phone. In the inter-call, when the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent according to the SDP media information of the second agent phone of the at least two agent phones On the phone.

In a first implementation manner of the third aspect, the queuing machine is further configured to: after receiving the response message respectively returned by the at least two agent phones, record SDP media information of the at least two agent phones, The media stream sent by the at least two agent phones is rejected.

With reference to the first implementation manner of the third aspect, in a second implementation manner, the queuing machine is specifically configured to: after receiving the call request sent by the first agent phone, according to the SDP media of the first agent phone The IP address and port number in the message, receive the media stream sent by the first agent phone, and send the media stream from the first agent phone to the user phone, and send the media stream from the user phone to the first agent Phone, establish a call between the user's phone and the first agent's phone.

In a third implementation manner of the third aspect, the queuing machine is configured to send, to the CTI, fault information of the first agent phone, and the SDP media information according to the second agent phone is from a user phone. The media stream is sent to the second agent phone, and the media stream from the second agent phone is sent to the user phone to switch the call from the first agent phone to the second agent phone;

The CTI is further configured to receive the fault information of the first agent phone sent by the queuing machine, and send a notification message to the agent interface module of the agent, so that the agent interface module displays a prompt message to notify the agent. Receiving by using the second agent phone; or sending a notification message to the second agent phone for instructing the second agent phone to display a prompt message to notify the agent to use the second agent phone to answer. In a fourth implementation manner of the third aspect, the agent in the contact center includes a first agent interface module and a second agent interface module.

The CTI is further configured to acquire the fault information of the first agent interface module, if the first agent interface module is used in the process of the process, if the first agent interface module is faulty, The agent is controlled to notify the agent to perform business processing using the second agent interface module.

In combination with the fourth implementation manner of the third aspect, in the fifth implementation manner,

The CTI is specifically configured to send a notification message to the second agent interface module, so that the second agent interface module displays a prompt message, instructing the agent to go to the second agent interface module to continue the service processing; or

The CTI is specifically configured to send a notification message to the agent's agent phone through the queuing machine, so that the agent's agent phone displays prompt information, indicating that the agent transfers to the second agent interface module to continue the service processing. According to a specific embodiment provided by the present invention, the present invention achieves the following technical effects:

The agent in the contact center provided by the embodiment of the present invention includes two or more agent phones. After receiving the call request sent by the user's phone, the queuing machine acquires the assigned agent from the CTI, and the two or more agent phones included in the agent are included in the call. Sending a call request to the at least two agent phones to obtain SDP media information of the at least two agent phones, and the queuing machine receives a call request sent by the first agent phone of the at least two agent phones, according to the first agent phone The SDP media information establishes a call between the first agent phone and the user phone; when the first agent phone fails, the queuing machine sends a call according to the SDP media information of the second agent phone The first agent phone is switched to the second agent phone. The other agent phone belonging to the agent talks with the user, thereby improving the reliability of the seat. Reduced call recovery time. DRAWINGS

In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings to be used in the embodiments will be briefly described below. Obviously, the drawings in the following description are only some of the present invention. For the embodiments, those skilled in the art can obtain other drawings according to the drawings without any creative labor.

1 is a schematic diagram of a network connection structure of a user accessing a contact center in the prior art; FIG. 2 is a schematic flow chart of a method for a call center to perform call processing according to an embodiment of the present invention;

3 is a schematic diagram of a network connection structure of a user accessing a contact center according to an embodiment of the present invention;

4 is a schematic flow chart of another method for performing call processing in a contact center according to an embodiment of the present invention;

FIG. 5 is a schematic flowchart of another method for performing call processing in a contact center according to an embodiment of the present invention; FIG.

6 is a schematic structural diagram of a queuing machine according to an embodiment of the present invention;

7 is a schematic structural diagram of a contact center according to an embodiment of the present invention;

FIG. 8 is a schematic structural diagram of a hardware of a contact center according to an embodiment of the present invention. detailed description

The technical solutions in the embodiments of the present invention are clearly and completely described in the following with reference to the accompanying drawings in the embodiments of the present invention. It is obvious that the described embodiments are only a part of the embodiments of the present invention, but not all of the embodiments. Based on the embodiments of the present invention, one of ordinary skill in the art does not create All other embodiments obtained under the premise of sexual labor are within the scope of protection of the present invention. FIG. 2 is a schematic flowchart of a method for performing call processing in a contact center according to an embodiment of the present invention. The contact center includes a queuing machine, a computer telephony integrated CTI, and a seat, and the seat in the contact center includes two The above agent calls, the method includes:

Step 201: The queuing machine receives the call request sent by the user's phone, and sends an agent request message to the computer telephony integrated CTI to request the agent of the service for the user;

Step 202: The queuing machine receives a call message returned by the CTI, where the call message carries agent information of an agent allocated to the user;

Step 203: The queuing machine sends a call request to at least two agent phones of the two or more agent phones included in the agent according to the agent information of the agent;

Step 204: The queuing machine receives a response message respectively returned by the at least two agent phones, where the response message carries a session description protocol SDP media information of the agent phone that returns the response message, respectively;

Step 205: The queuing machine receives a call request sent by the first agent phone of the at least two agent phones, and establishes the first agent phone and the user phone according to the SDP media information of the first agent phone. Between calls;

Step 206: When the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone of the at least two agent phones. .

The agent in the contact center provided by the embodiment of the present invention includes two or more agent phones. After receiving the call request sent by the user's phone, the queuing machine acquires the assigned agent from the CTI, and sends a call request to at least two agent phones of the agent. Obtaining SDP media information of the at least two agent phones, the queuing machine receiving a call request sent by the first agent phone of the at least two agent phones, and establishing the first according to the SDP media information of the first agent phone Between a seat phone and the user's phone a call; when the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone. Therefore, the failure of a single telephone does not interrupt the call between the agent and the user, and the agent can still use the other agent phone belonging to the agent to make a call with the user, thereby improving the reliability of the work of the agent and shortening the time for call recovery.

In the embodiment of the present invention, the agent phone may be a traditional fixed phone, a SIP (Session Initiation Protocol) phone or a Wifi mobile phone.

FIG. 3 is a schematic diagram of a network connection structure of a user accessing a contact center according to an embodiment of the present invention, where each agent includes a seat interface module and two or more SIP phones (the embodiment of the present invention uses two agent phones) For example, in a specific scenario, the agent phone is not limited to a SIP phone, and the number of agent phones may be greater than or equal to two). When the SIP phone in the call fails, other SIP phones belonging to the agent can be used to continue the call, so that the same agent can serve the user without removing the current call, thereby improving the user's service experience. And the reliability of the seat voice service.

The mechanisms by which CTI manages agent status include:

When the agent interface module and the agent phone change their status, the changed status is reported to

CTI;

The agent interface module and the agent phone periodically report the status to the CTI;

CTI notifies the agent interface module and the agent phone of the current agent working status;

When the CTI determines that the agent phone is faulty, the fault information is sent to the other agent phone and the agent interface module of the agent to which the agent phone belongs. Specifically, the CTI can determine the agent phone failure by receiving the information reported by the fault phone;

Further, in a specific application scenario, the agent of the contact center further includes at least two agent interface modules. When the CTI determines that the agent interface module is faulty, the fault information is sent to the agent phone and other agents of the agent to which the fault agent interface module belongs. Interface module When there is at least one agent phone working normally, the working status of the agent is available.

It should be noted that the status information of the agent is saved in the CTI, and the status information of the agent includes the total status of the agent, the status of the agent interface module belonging to the agent, and the status of the agent phone belonging to the agent.

When a user calls in to the contact center, CTI allocates available agents to serve the user according to the agent's working status. As shown in FIG. 4, it is a schematic flowchart of a method for performing call processing in a contact center according to an embodiment of the present invention. Specifically, a scenario in which an agent includes a seat interface module and two agent phones is described as an example. The agent's agent interface module and the two agent phones work normally. The method includes:

Step 401: The call request sent by the user equipment is routed to the queuing machine of the contact center. Step 402: The queuing machine sends an agent request message to the CTI to request the agent of the call service. Step 403: The CTI is based on the working status of the managed agent. Assigning a seat to the call according to a specific routing policy;

It should be noted that the routing policy in the prior art can be used, which is not limited in this embodiment of the present invention.

Step 404: The CTI is an agent of the call selection service, and sends a notification message to the agent interface module of the agent allocated for the call, to notify the agent interface module that there is a call waiting response; Step 405: CTI to the The queuing machine sends a request success message, and after receiving the request success message, the queuing machine plays a waiting tone to the user equipment;

Step 406: The CTI determines that at least two agent calls (the agent phone 1 and the agent phone 2) of the agent work normally according to the agent working state recorded locally, and sends a call message to the queue machine to notify the queue machine to call the agent phone. 1 and the agent phone 2;

The call message carries the agent information of the agent allocated by the CTI to the user, and the agent information includes address information of the at least two agent phones; Step 407: The queuing machine sends a call request to the agent phone 1 and the agent phone 2 of the agent respectively, where the call request includes the SDP (Session Description Protocol) media information of the queuing machine, and the queuing machine The SDP media information includes at least the IP address and port number of the queuing machine;

Step 408: After receiving the call request, the agent phone 1 and the agent phone 2 record the SDP media information of the queuing machine, and send a response message to the queuing machine, where the response message includes the SDP media information of the agent phone that generates the response message. The SDP media information of the agent phone includes at least an IP address and a port number of the agent phone;

Step 409: The queuing machine receives the response message of the agent phone 1 and the agent phone 2, and records the media SDP information of the agent phone 1 and the agent phone 2 respectively, but does not start to receive the media stream of the agent phone 1 or the agent phone 2;

It should be noted that steps 406 to 409 are the message interaction between the queuing machine and the agent phone 1 and the agent phone 2. The message interaction between the queuing machine and the two agent phones is the same, but there is no strict relationship between them. The sequence, ie the message interaction between the queue and the agent phone 1, can occur before, after or during the message interaction with the agent phone 2.

Step 410: The agent selects the agent's agent phone 1 to answer the call, and the agent phone 1 sends a call request to the line machine;

Step 411: The queue machine triggers the media stream processing process after receiving the request. According to the IP address and port number in the SDP media information of the agent phone 1 recorded in step 407, the media stream of the agent phone 1 is started to be received, and the media stream from the agent phone 1 is sent to the user phone to establish a user phone and an agent. a call between the telephones;

During the call between the user's telephone and the agent's telephone 1, if the agent's telephone 1 fails, the contact center initiates a call handover procedure, and step 411 is performed. At this time, if there is a new call, when the CTI performs the agent assignment, according to the working status of the recorded agent's seat calls, the faulty agent phone is shielded and the call is placed. Assigned to the agent phone available for work status.

Step 412: The queue machine detects that the agent phone 1 reports the status of the agent phone 1 to the CTI; Step 413: The CTI sends a notification message to the agent interface module of the agent, and the status of the agent phone 1 is faulty;

Step 414: The agent interface module displays a prompt message to notify the agent to use the agent phone 2 to answer the call;

Further, the CTI can also send a notification message like the agent phone 2 to indicate that the agent phone 2 prompts the agent to use the agent phone 2 to answer by flashing.

Step 415: The agent phone 2 picks up the phone, the agent answers the call using the agent phone 2, and the queue machine cuts off the media stream between the current phone 1 and the phone 1. Specifically, the queue machine stops sending the media stream of the user phone to the agent phone 1 to stop receiving. The media stream of the agent phone 1;

Step 416: The queuing machine sends the user's media stream to the agent phone 2, receives the media stream of the agent phone 2, and sends the media from the agent phone 2 to the user's phone to implement the continuing call of the agent phone 2 and the user phone.

In the contact center provided by the embodiment of the present invention, one agent includes at least one agent interface module and two or more agent phones. During the call establishment process, the CTI records SDP media information of at least two agent phones, when the agent is talking with the user. When the phone is faulty, the CTI can control the call to switch to another agent phone that is working normally without triggering the call transfer, so that a single phone failure does not interrupt the agent's call with the user, and the agent can still use the agent belonging to the agent. Other agents make calls to the user, which improves the reliability of the seat and shortens the time for call recovery. On the other hand, when the presence of at least one agent phone of the agent is available, the agent can still be assigned to the user, thereby improving the efficiency of the use of the agent.

The corresponding implementation of FIG. 4 improves the reliability of the agent voice service. Further, the embodiment of the present invention further provides a method for improving the reliability of the agent interface module of the service processing, that is, a seat includes There are two seat interface modules and at least two agent phones. In this way, when the agent interface module in the service processing fails, the other agent interface modules belonging to the same agent can be used to continue the service processing without losing the user service information and improving the service quality. If there is a new call, the CTI shields the faulty agent interface module according to the recorded agent status, and routes the call to the available seat interface module.

As shown in FIG. 5, a schematic flowchart of another method for performing call processing in a contact center according to an embodiment of the present invention is applied to a scenario in which an agent includes at least two agent interface modules, and the method includes: Step 501: Attendant and The user performs a call, and the user service is processed by the agent interface module 1 of the agent, and the agent interface module 1 fails;

Step 502: The CTI obtains the fault information of the agent interface module 1, and the specific fault information may be notified to the CTI by the agent interface module 1 or obtained by the CTI.

Step 503: The CTI sends the fault information of the agent interface module 1 to the agent interface module 2 that belongs to the same agent as the agent interface module 1;

Step 504: The agent interface module 2 displays a prompt message, instructing the agent to go to the agent interface module 2 to continue the business process;

On the other hand, the CTI can also send a notification message to the agent's agent phone through the queuing machine, and the agent's agent phone displays the prompt information to the agent to indicate that the agent's agent interface module 1 is faulty and needs to be transferred. Go to the agent interface module 2 for business processing.

It should be noted that the agent interface module 1 and the agent interface module 2 maintain content synchronization, and the content modification notification message may be sent by the agent interface module 1 to notify the agent interface module 2 of the content in real time. On the other hand, other content synchronization technologies may be used, which are not limited in the embodiment of the present invention.

Further, in some specific application scenarios, the agent interface module 1 and the agent interface module 2 may not maintain content synchronization. For example, the agent performs a service to the user through the agent interface module 1. The result of the business processing is directly recorded on the server. When the agent switches to the agent interface module 2, the agent interface module 2 reads the business process progress from the server side, so that the agent can continue the business process.

In the contact center provided by the embodiment of the present invention, one agent includes at least two agent interface modules. When the agent interface module that performs service processing fails, the CTI can notify the agent to switch to another agent interface belonging to the agent to continue the service processing. , thereby improving the reliability of the work of the seat. On the other hand, when the agent has the working state of at least one agent interface module as available, the agent can still be assigned to the user, thereby improving the use efficiency of the agent.

In conjunction with the foregoing, it can be concluded that the contact center provided by the embodiment of the present invention supports the following functions:

1. Support the registration of multiple agent phones and multiple agent interfaces for the same agent;

2. When the agent's phone is working normally, you can choose any agent phone to answer the call;

3. If the agent phone in the call fails, the agent can continue to answer the call through other agents belonging to the agent;

4. When the agent receives the assigned user call, if one of the agent phones belonging to the agent fails, the agent can select any other agent's phone that belongs to the agent to answer. In contrast to the above method flow embodiment, the embodiment of the present invention further provides a queuing machine and a contact center.

As shown in FIG. 6, a schematic structural diagram of a queuing machine according to an embodiment of the present invention includes: an agent requesting unit 601, configured to receive a call request sent by a user's phone, and send an agent request message to the computer telephony integrated CTI, as a user. An agent requesting service;

The call request sending unit 602 receives the call message returned by the CTI, where the call message carries the agent information of the agent allocated to the user, and the agent package is used according to the agent information of the agent. The media information obtaining unit 603 is configured to receive a response message respectively returned by the at least two agent phones, where the response message respectively carries a session description protocol SDP media information of the agent phone that returns the response message;

The call establishing unit 604 is configured to receive a call request sent by the first agent phone of the at least two agent phones, and establish the first agent phone and the user phone according to the SDP media information of the first agent phone. Between calls;

The call switching unit 605 is configured to: when the first agent phone fails, switch the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone of the at least two agent phones .

Further, after receiving the response message returned by the at least two agent phones, the media information acquiring unit 603 is further configured to record SDP media information of the at least two agent phones.

The call establishing unit 604 is specifically configured to: after receiving the call request sent by the first agent phone, receive the media sent by the first agent phone according to the IP address and the port number in the SDP media information of the first agent phone. Streaming, and transmitting a media stream from the first agent phone to the user phone, sending a media stream from the user phone to the first agent phone, establishing a call between the user phone and the first agent phone.

The queuing machine may further include a fault information obtaining unit 606, configured to receive fault information sent by the first agent telephone, or detect the first agent telephone fault.

The call switching unit 605 is configured to receive the fault information of the first agent phone sent by the fault information acquiring unit 606, and send fault information of the first agent phone to the CTI, so that the CTI is Controlling the agent to notify the agent to answer using the second agent phone, transmitting the media stream from the user phone to the second agent phone according to the SDP media information of the second agent phone, and from the second agent phone The media stream is sent to the user's phone, and the call is made from the first A seat call switches to the second agent phone.

After receiving the call request sent by the user's phone, the queuing machine provided by the embodiment of the present invention acquires the assigned agent from the CTI, sends a call request to at least two agent phones of the agent, and acquires the SDP media of the at least two agent phones. Information, the queuing machine receives a call request sent by the first agent phone of the at least two agent phones, and establishes a call between the first agent phone and the user phone according to the SDP media information of the first agent phone. When the first agent phone fails, the queuing machine can make a call from the first agent phone switching seat according to the SDP media information of the second agent phone, and can still use the other agent phone belonging to the agent to make a call with the user. , thereby improving the reliability of the work of the agent and shortening the time for call recovery. FIG. 7 is a schematic structural diagram of a contact center according to an embodiment of the present invention. The agent in the contact center includes two or more agent phones, and the contact center further includes a queuing machine 701 and a computer telephony integrated CTI 702.

The queuing machine 701 is configured to receive a call request sent by a user's phone, and send an agent request message to the CTI 702 to request a seat of the service for the user;

The CTI 702 is configured to return a call message to the queuing machine 701, where the call message carries agent information of an agent allocated to the user;

The queuing machine 701 is further configured to send a call request to at least two of the two or more agent phones included in the agent according to the agent information of the agent, and receive a response returned by the at least two agent phones respectively. a message, the response message respectively carrying a session description protocol SDP media information of the agent phone that returns the response message;

The queuing machine 701 is further configured to receive a call request sent by the first agent phone of the at least two agent phones, and establish the first seat power according to the SDP media information of the first agent phone. The call between the phone and the user phone, when the first agent phone fails, the queuing machine 701 sets the call from the first according to the SDP media information of the second agent phone of the at least two agent phones The agent phone switches to the second agent phone.

Further, the queuing machine 701 is further configured to: after receiving the response message respectively returned by the at least two agent phones, record SDP media information of the at least two agent phones, and refuse to accept the at least two agents. The media stream sent by the phone.

The queuing machine 701 is configured to: after receiving the call request sent by the first agent phone, receive the media stream sent by the first agent phone according to the IP address and the port number in the SDP media information of the first agent phone. And sending a media stream from the first agent phone to the user phone, sending a media stream from the user phone to the first agent phone, establishing a call between the user phone and the first agent phone.

The queuing machine 701 is specifically configured to send the fault information of the first agent phone to the CTI 702, and send the media stream from the user phone to the second agent phone according to the SDP media information of the second agent phone, and Transmitting the media stream from the second agent phone to the user phone, thereby switching the call from the first agent phone to the second agent phone;

The CTI 702 is further configured to receive the fault information of the first agent phone sent by the queuing machine 701, and send a notification message to the agent interface module of the agent, so that the agent interface module displays a prompt message to notify the agent. The player uses the second agent phone to answer the call; or sends a notification message to the second agent phone to instruct the second agent phone to display a prompt message to notify the agent to use the second agent phone to answer.

The agent in the contact center includes a first agent interface module and a second agent interface module, and when the first agent interface module is used for service processing during the call, if the first agent interface module is faulty The CTI 702 is further configured to acquire fault information of the first agent interface module, and control the agent to notify the agent to use the second agent interface module to perform service processing. In a specific application scenario, the CTI 702 is specifically configured to send a notification message to the second agent interface module, so that the second agent interface module displays a prompt message, instructing the agent to go to the second agent interface module to continue. The CTI 702 is specifically configured to send, by using the queuing machine 701, a notification message to the agent phone of the agent, so that the agent phone of the agent displays the prompt information, and instructs the agent to go to the second agent interface module to continue. Conduct business processing.

In the contact center provided by the embodiment of the present invention, an agent includes at least one agent interface module and at least two agent phones. During the call establishment process, the CTI records SDP media information of at least two agent phones, when the agent is in a call with the user. When the phone is faulty, the CTI can control the call to switch to another agent phone that is working normally without triggering the call transfer, so that a single phone failure does not interrupt the agent's call with the user, and the agent can still use the agent belonging to the agent. Other agents make calls to the user, which improves the reliability of the seat and shortens the time for call recovery. On the other hand, when the presence of at least one agent phone of the agent is available, the agent can still be assigned to the user, thereby improving the efficiency of the use of the agent.

Further, one of the seats in the contact center includes at least two agent interface modules. When the agent interface module that performs the service processing fails, the CTI can notify the agent to switch to another agent interface belonging to the agent to continue the service processing, thereby Improve the reliability of the work of the seat. On the other hand, when the working state of at least one agent interface module is available, the agent can still be assigned to the user, thereby improving the use efficiency of the agent.

It should be noted that, in the embodiment of the present invention, two agent phones and two agent interface modules are taken as an example for description, and those skilled in the art may understand that, in specific implementation, the number of agent phones included in the agent may be greater than or equal to The number of the seat interface modules can also be greater than or equal to two. The more the number of the agent phone and the seat interface module, the higher the reliability of the seat.

Further, as shown in FIG. 8, a hardware structure diagram of a contact center according to an embodiment of the present invention is shown. The contact center includes a CTI and a queuing machine, and the CTI and the queuing machine may each include at least one A processor (e.g., a CPU), at least one network interface or other communication interface, memory, and at least one communication bus for enabling connection communication between the devices. The processor is configured to execute an executable module, such as a computer program, stored in the memory. Memory may contain high speed random access memory

(RAM: Random Access Memory), may also include non-volatile memory, such as at least one disk storage. The communication connection between the system gateway and at least one other network element is implemented by at least one network interface (which may be wired or wireless), and the Internet, a wide area network, a local network, a metropolitan area network, etc. may be used.

In some embodiments, the program instructions are stored in the memory, and the program instructions may be executed by the processor. The specific implementation of each unit that the program instructions may include may be referred to the corresponding one of the queues given in FIG. 6 of the embodiment of the present invention. The units and the execution steps in the contact center system corresponding to FIG. 7 are not described here.

It can be clearly understood by those skilled in the art that all or part of the steps in the above embodiment method can be implemented by means of software plus a necessary general hardware platform. Based on such understanding, the technical solution of the present invention, which is essential or contributes to the prior art, may be embodied in the form of a software product, which may be stored in a storage medium such as a ROM/AM, a disk. , an optical disk, etc., comprising instructions for causing a computer device (which may be a personal computer, a resource management server, or a network communication device such as a media gateway, etc.) to perform portions of various embodiments or embodiments of the present invention. The method described.

It should be noted that the various embodiments in the present specification are described in a progressive manner, and the same similar parts between the various embodiments may be referred to each other, and each embodiment focuses on different embodiments from other embodiments. Where. In particular, for the device and the system embodiment, since it is basically similar to the method embodiment, the description is relatively simple, and the relevant parts can be referred to the description of the method embodiment. The apparatus and system embodiments described above are merely illustrative, wherein the units illustrated as separate components may or may not be physically separate, and the components displayed as units may or may not be physical units, ie may be located One place, or it can be distributed to multiple network elements. Can The purpose of the solution of the embodiment is achieved by selecting some or all of the modules according to actual needs. Those of ordinary skill in the art can understand and implement without any creative effort.

The above description is only the preferred embodiment of the present invention and is not intended to limit the scope of the present invention. Any modifications, equivalents, improvements, etc. made within the spirit and scope of the invention are intended to be included within the scope of the invention.

Claims

Rights request

1. A method for call processing in a contact center, characterized in that the contact center includes a queuing machine, a computer telephone integrated CTI and agents, and the agents in the contact center include more than two agent phones, and the method includes:

The queuing machine receives the call request sent by the user's phone, and sends an agent request message to the CTI to request an agent for the user's service;

The queuing machine receives the call message returned by the CTI, and the call message carries the seat information of the seat assigned to the user;

The queuing machine sends a call request to at least two of the two or more agent phones included in the agent according to the seat information of the agent;

The queuing machine receives the response messages returned by the at least two agent phones respectively, and the response messages respectively carry the session description protocol SDP media information of the agent phones that return the response messages;

The queuing machine receives the call request sent by the first seat phone among the at least two seat phones, and establishes a call between the first seat phone and the user phone according to the SDP media information of the first seat phone. ;

When the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent phone based on the SDP media information of the second agent phone among the at least two agent phones.

2. The method according to claim 1, characterized in that,

After receiving the response messages respectively returned by the at least two agent phones, the queuing machine records the SDP media information of the at least two agent phones and refuses to accept the media streams sent by the two agent phones.

3. The method of claim 2, wherein the queuing machine receives the at least two The call request sent by the first agent phone among the agent phones, and establishing a call between the first agent phone and the user phone according to the SDP media information of the first agent phone includes:

After receiving the call request sent by the first agent phone, the queuing machine receives the media stream sent by the first agent phone according to the IP address and port number in the SDP media information of the first agent phone, and transfers the media stream from the first agent phone to the first agent phone. The media stream from an agent's phone is sent to the user's phone, and the media stream from the user's phone is sent to the first agent's phone to establish a call between the user's phone and the first agent's phone.

4. The method according to any one of claims 1 to 3, characterized in that, before the queuing machine switches the call from the first agent phone to the second agent phone, the method further includes:

The queuing machine receives the fault information sent by the first agent phone; or,

The queuing machine detects a fault on the first agent's phone.

5. The method of claims 1-4, wherein switching the call from the first agent's phone to the second agent's phone includes:

The queuing machine sends the fault information of the first agent phone to the CTI, so that the CTI controls the agent to notify the agent to use the second agent phone to answer the call;

The queuing machine sends the media stream from the user's phone to the second agent's phone according to the SDP media information of the second agent's phone, and sends the media stream from the second agent's phone to the user's phone, thereby transferring the call from the first agent's phone to the user's phone. The agent's phone is switched to the second agent's phone.

6. The method of claim 5, wherein the CTI controlling the agent to notify the agent to use the second agent to answer the phone includes:

The CTI sends a notification message to the agent interface module of the agent, so that the agent interface module displays a prompt message and notifies the agent to use the second agent phone to answer the call; or, the CTI sends a notification message to the second agent phone A notification message is used to instruct the second agent phone to display a prompt message to notify the agent to use the second agent phone to answer the call.

7. The method of claim 1, wherein the agent includes a first agent interface module and second interface module,

When the first agent interface module is used for business processing during the notification process, if the first agent interface module fails, the CTI obtains the fault information of the first agent interface module and controls the agent To notify the agent to use the second agent interface module to perform business processing.

8. The method of claim 7, wherein the CTI obtaining the fault information of the first agent interface module includes:

The CTI receives the fault information sent by the first agent interface module; or

The CTI detects that the first agent module fails.

9. The method of claim 7 or 8, wherein the CTI controlling the agent to notify the agent to use the second agent interface module to perform business processing includes:

The CTI sends a notification message to the second agent interface module, so that the second agent interface module displays a prompt message to instruct the agent of the agent to go to the second agent interface module to continue business processing; or,

The CTI sends a notification message to the agent phone belonging to the agent through the queuing machine, so that the agent phone displays prompt information and instructs the agent to go to the second agent interface module to continue business processing.

10. The method of claim 7, wherein the first interface module and the second interface module maintain content synchronization.

11. A queuing machine, characterized by including:

The agent requesting unit is used to receive the call request sent by the user's phone, send the agent request message to the computer telephony integration CTI, and request an agent for the service for the user;

The call request sending unit receives the call message returned by the CTI, and the call message carries the agent information of the agent assigned to the user, and sends the call message included in the agent according to the agent information of the agent. At least two of the two or more agent phones send the call request;

A media information acquisition unit, configured to receive response messages returned by the at least two agent phones respectively, where the response messages respectively carry session description protocol SDP media information of the agent phones that return the response messages;

A call establishment unit, configured to receive a call request sent by a first seat phone among the at least two seat phones, and establish a connection between the first seat phone and the user phone according to the SDP media information of the first seat phone. call;

A call switching unit, configured to switch the call from the first agent phone to the second agent phone according to the SDP media information of the second agent phone among the at least two agent phones when the first agent phone fails.

12. The queuing machine according to claim 11, wherein after receiving the response messages respectively returned by the at least two agent telephones, the media information acquisition unit is also used to record the at least two agent telephones. SDP media information.

13. The queuing machine according to claim 11 or 12, characterized in that,

The call establishment unit is specifically configured to, after receiving the call request sent by the first agent phone, receive the media stream sent by the first agent phone according to the IP address and port number in the SDP media information of the first agent phone. , and sends the media stream from the first agent phone to the user phone, sends the media stream from the user phone to the first agent phone, and establishes a call between the user phone and the first agent phone.

14. The queuing machine according to any one of claims 11-13, further comprising: a fault information acquisition unit, configured to receive the fault information sent by the first agent phone, or to detect the first fault information. Agent phone failure.

15. The queuing machine according to claim 14, characterized in that,

The call switching unit is specifically configured to receive the first call sent by the fault information acquisition unit. The fault information of the agent phone is sent to the CTI, so that the CTI controls the agent to notify the agent to use the second agent phone to answer the call. According to the second agent phone The SDP media information sends the media stream from the user's phone to the second agent's phone, and sends the media stream from the second agent's phone to the user's phone, thereby switching the call from the first agent's phone to the second agent's phone.

16. A contact center, characterized in that the agents in the contact center include more than two agent telephones, and the contact center also includes a queuing machine and a computer telephone integrated CTI,

The queuing machine is used to receive the call request sent by the user's phone, send an agent request message to the CTI, and request an agent for the service for the user;

The CTI is used to return a call message to the queuing machine, where the call message carries the seat information of the seat assigned to the user;

The queuing machine is also configured to send a call request to at least two agent phones among more than two agent phones included in the agent according to the seat information of the agent, and receive response messages returned by the at least two agent phones respectively. , the response message respectively carries the Session Description Protocol SDP media information of the agent phone that returns the response message;

The queuing machine is also configured to receive a call request sent by the first seat phone among the at least two seat phones, and establish the first seat phone and the user phone according to the SDP media information of the first seat phone. When the first agent phone fails, the queuing machine switches the call from the first agent phone to the second agent based on the SDP media information of the second agent phone among the at least two agent phones. on the phone.

17. The contact center according to claim 16, wherein the queuing machine is further configured to record the response messages of the at least two agent telephones after receiving the response messages respectively returned by the at least two agent telephones. SDP media information, refuse to accept the media streams sent by the at least two agent phones.

18. The contact center according to claim 17, wherein the queuing machine is specifically configured to, after receiving the call request sent by the first agent phone, based on the SDP media information of the first agent phone. IP address and port number, receive the media stream sent by the first agent phone, send the media stream from the first agent phone to the user phone, send the media stream from the user phone to the first agent phone, establish A call between the user's phone and the first agent's phone.

19. The contact center according to claim 16, wherein the queuing machine is specifically configured to send the fault information of the first agent phone to the CTI according to the SDP media information of the second agent phone. Send the media stream from the user's phone to the second agent's phone, and send the media stream from the second agent's phone to the user's phone to switch the call from the first agent's phone to the second agent's phone;

The CT I is also used to receive the fault information of the first agent phone sent by the queuing machine, and send a notification message to the agent interface module of the agent, so that the agent interface module displays a prompt message to notify the agent. The agent uses the second agent phone to answer the call; or, sends a notification message to the second agent phone to instruct the second agent phone to display a prompt message to notify the agent to use the second agent phone to answer the call.

20. The contact center according to claim 16, wherein the agents in the contact center include a first agent interface module and a second agent interface module,

When the first agent interface module is used for business processing during the passing process, if the first agent interface module fails, the CTI is also used to obtain the fault information of the first agent interface module, Control the agent to notify the agent to use the second agent interface module to perform business processing.

21. The contact center as claimed in claim 20, characterized in that,

The CTI is specifically used to send a notification message to the second agent interface module, so that the second agent interface module displays a prompt message and instructs the agent to go to the second agent interface module to continue the business. processing; or,

The CTI is specifically used to send a notification message to the agent's agent phone through the queuing machine, so that the agent's agent phone displays prompt information and instructs the agent to transfer to the second agent interface module to continue business processing.