WO2020256588A1

WO2020256588A1 - Method for redistributing incoming calls in a virtual call centre system

Info

Publication number: WO2020256588A1
Application number: PCT/RU2020/000276
Authority: WO
Inventors: Сергей Олегович КРЮКОВ; Наталья Николаевна КРЮКОВА
Original assignee: Сергей Олегович КРЮКОВ; Наталья Николаевна КРЮКОВА
Priority date: 2019-06-21
Filing date: 2020-06-11
Publication date: 2020-12-24
Also published as: RU2724633C1

Abstract

The invention relates to methods for the operation of a cloud system of a virtual automatic telephone exchange as call centres and can be used in mobile applications. For the purpose of redistributing incoming calls in a virtual call centre system, a mobile application is used which is pre-loaded and installed on the telephone of an operator, said mobile application allowing access to the settings of a system for managing the redistribution of incoming and outgoing calls, wherein an interface of each mobile application is configured to allow personalized settings for managing a timetable and the redistribution of incoming and outgoing calls, said settings being saved in the form of a data file and sent to a cloud storage of a call centre server which redistributes said files among other operators in real-time. Calls are redirected by a cloud server of the call centre or manually by other operators to operators whose status is "available".

Description

METHOD FOR REDIRECTING INCOMING CALLS IN THE SYSTEM OF VIRTUAL

COOL CENTER

DESCRIPTION

The invention relates to methods for operating a cloud-based virtual PBX system as call centers and can be used in mobile applications.

Many modern business entities: Outsourcing contact centers, Banks and financial structures, Internet stores and delivery services, Collection agencies, Information services, Insurance companies, Retail, Telecom companies and telecom operators, Tour operators, travel agencies, Airlines and airports, Car dealers and car dealerships, Information aggregators, Medical institutions, Manufacturing companies, Transport and logistics companies, Real estate developers and many others actively use col centers in their work with clients.

Currently, full-fledged kol centers are being replaced by virtual ones, which do not require the purchase of special equipment. A virtual call center is a special service that operates in the cloud space. They are based on virtual systems that automatically maintain communication between the company and customers without the participation of operators.

Known system of virtual automatic telephone exchange (https://lats.ru/) LLC "Information Systems" (operating since 2009). Has a call center function:

- connection of a multichannel telephone, so that each caller will be able to receive an answer to his question around the clock;

- connecting virtual numbers for employees so that the system can switch the subscriber to the required specialist;

- recording of conversations for subsequent listening and analysis;

- setting up a virtual fax;

- call forwarding;

- conference calls, etc.

The virtual call center operates via the Internet, so the number of lines for outgoing calls are unlimited. Management of such a system is carried out through an intuitive program interface. In addition, when changing the actual location of the office, there is no need to change the phone numbers - all call center settings are saved when moving. With the help of such systems, it is possible to obtain extended statistical data for analyzing the marketing strategy, to control the workload of employees.

The closest analogue is the OCC mobile application Our Call Center 24X7 [https://play.google.com/store/apps/details?id=org.airson.occ], dated 03.09.2018., Which uses the method of redistributing incoming calls in the system of a virtual call center, characterized by the use of a mobile application pre-loaded and installed on the user's phone, through which the application is provided with access to the settings of the control system for the redistribution of incoming and outgoing calls. The operator, auditor or supervisor of the call center, knowing the login and password, enters the system and sees the schedule, flows of incoming and outgoing calls.

The difference between this mobile application and the virtual PBX call center is that access to the call center system can be carried out through the mobile application.

The solution was chosen as a prototype.

When operating a call center, it is necessary to involve operators, whose task is to see the main indicators of the current shift, including queues, the number of received and missed calls, busyness and breaks.

If many operators are involved in the call centers, then based on the analysis of the call statistics of the past periods and forecasts, the service manager forms a load plan and operator shifts. And the supervisor gets real-time information about the actual state of the queues and compares them with the standard values, the supervisor manages the assignment of operators in the queue within the shift, preventing the service level from falling below the established standards. The auditor monitors conversations by operators and queues and gives marks for the implementation of service regulations.

Thus, the technical problem of any call center is that in addition to the operators themselves, supervisors and auditors are also involved. Another technical problem of the virtual call center is the limitation of the structural schemes of the operation of the one loaded into the cloud system of the virtual call center and all employees of the call center work within the structure of the distribution of calls between operators and customers.

Also, a technical problem is the continuous load of call center operators with only calls from the call center itself. It is very difficult for operators to receive calls from other subscribers personally to the operator or to make personal outgoing calls outside the activities of the call center.

In addition, the operator must be located directly at the call center behind his computer in order to be able to forward the call to another operator. Being remotely outside the call center with access in cellular mode, the operator can only accept the call forwarded to him, but not forward it to another operator.

The objective of the invention is to eliminate the indicated technical problems.

The technical result is:

- reduction in the number of call center operators or complete rejection of them;

- operators of the call center can independently distribute calls in addition to the structural scheme of distributing calls between operators and clients;

- no need to use the call recording function (you can use any standard standalone applications for call recording);

- operators do not need to see the main indicators of the current shift, including queues, the number of received and missed calls, busyness and breaks;

- there is no need for supervisors and auditors;

- the operator of the call center, in addition to calls from the call center itself, can also receive calls from other subscribers to him personally or make outgoing calls outside the activities of the call center, which allows the operator to work in several call centers simultaneously;

- being remotely outside the call center with access in cellular mode, the operator can forward the call to another operator. The specified technical result is achieved due to the fact that the claimed method of redistributing incoming calls in the virtual call center system, characterized by the use of a mobile application pre-loaded and installed on the operator's phone, through which the mobile application provides access to the system settings control of redistribution of incoming and outgoing calls, characterized in that the mobile application is provided with access to the contact database on the operator's phone, to the calendar and to the management of incoming and outgoing calls, and the interface of each mobile application is made with the possibility of its own schedule control settings and redistribution of incoming and outgoing calls, and after changing these settings, they are saved as a data file, in which the parameters of the schedule for receiving incoming calls and making outgoing calls are recorded, and the data file itself is automatically via mobile the th application is sent to the cloud server of the virtual center;

before the moment of making an outgoing call or at the moment the operator receives an incoming call, the mobile application sends via the Internet or the internal Wi-Fi network to the remote server of the col center the updated operator parameters, which indicate the status - "busy", and at the moment when this the conversation is terminated, the mobile application sends the updated operator parameters via the Internet or internal Wi-Fi network to the remote server of the cooling center, which indicate the status - "free", and the updated data file from each operator of the cooling center from the server of the cooling center immediately sent via the Internet to the mobile application of all other operators at the same time;

when an incoming call arrives at the call center or at the moment of making a scheduled outgoing call from the call center to a subscriber, the call center server reads the operator data files and redistributes the incoming or outgoing call to the call center operator whose parameters for receiving the call are optimal at the current time and it has the "free" status, and if there are several operators with the same optimal status, it redirects the call randomly or in turn;

if the operator needs to forward a call on the line to another operator, the operator using the interface of the mobile application that reads It collects data files of all operators in real time, selects the operator of the call center of the required qualification or the required specialization, who has the "free" status, and forwards the call to him manually.

Preferably, the data file is named according to the operator's phone number, and the call center server reads the data file using the data file name value parameter as the call center operator number.

Preferably, the individual parameters of the schedule for receiving incoming calls and making outgoing calls are additionally recorded in the data file, these parameters being used to change the parameters of the schedule for receiving incoming calls and making outgoing calls on the call center server.

The invention is illustrated by drawings

Figure 1 shows a flowchart of the operator file generation algorithm.

Figure 2 shows a block diagram of an algorithm for collecting operator files and forwarding their status to other operators.

Fig. 3 is a block diagram of the call forwarding algorithm to free operators through the call center and between the operators themselves.

Figure 4 shows an example of the implementation of the method in the form of an application, which shows the interface of the login and password entry section for the operator to enter the cloud service of the call center.

Figure 5 shows an example of an application interface for selecting contact groups among agents for forwarding pending calls to them and options for handling pending calls.

In the drawings: 1 - incoming call, 2 - outgoing call, 3 - sending the "busy" status, 4 - ending the call, 5 - sending the "free" status, 6 - the call center server, 7 - database, 8 - operator file, 9, 9.1 - 9.4 - agents, 10 - agent status, 11 - call forwarding, 12 - call center interface, 13 - name input field, 14 - password input field, 15 - input, 16 - current work calls pending, 17.1 - 17.3 - subscribers (clients), 18 - call reset, 19 - voice message, 20 - sending a call to the call center automatic menu, 21 - call forwarding to another operator.

Implementation of the invention The method of redistributing incoming calls in the virtual call center system is implemented as follows.

A mobile application is used, preloaded and installed on the operator's phone 9. This mobile application provides access to the mobile application to the settings of the control system for redistributing incoming 1 and outgoing calls 2 (see Fig. 1).

What's new is that the mobile application is provided with access to the contact database on the operator's phone, to the calendar and to manage incoming and outgoing calls. This access is necessary in order for the mobile application to manage calls, use the task scheduler in the calendar and receive information about contacts in order to link the latter with the numbers of incoming calls and quickly identify other operators and subscribers, if their numbers are recorded in the telephone phone book.

The interface of each mobile application is executed using the software executed on the Android or iOS platform, with the possibility of its own settings for managing the schedule and redistribution of incoming 1 and outgoing calls 2.

After changing these settings, they are saved in the form of an operator data file 8, in which, in addition to the operator status 10 "busy" 3 or "free" 5, the schedule parameters for receiving incoming calls and making outgoing calls can be additionally recorded. These parameters are used to change the parameters of the schedule for receiving incoming calls and making outgoing calls on the call center server depending on the date and time. For example, an operator puts in his calendar a task for an outgoing call to a certain subscriber on a certain date at a certain time. If this task updates the task on the call center server, then on the specified date and time the call center server will perform an action on the outgoing call to this subscriber either through the given operator from whom this task came, or through other operators, if the operator did not set a note that he must connect with this subscriber personally.

The data file 8 itself is automatically sent via a mobile application via the Internet or an internal Wi-Fi network to the cloud server 6 of the virtual center. The principle of operation of the kol center is constructed as follows.

Before the moment of making an outgoing call 2 or at the moment the operator receives an incoming call 1, the mobile application sends via the Internet to the remote server 6 of the center of the center updated parameters of the operator 9, in which the status is "busy" 3, and at the moment when this conversation is terminated, the mobile application sends the updated operator parameters 9 via the Internet to the remote server of the center, indicating the status of "free" 5.

Thus, operators 9 with the "busy" status 3 do not receive calls. This allows the operator 9, in addition to the calls of the call center, to also receive calls from other subscribers 17.1-17.3 or to make outgoing calls outside the activities of the call center. The updated data file 8 (see Fig. 2) from each operator of the cooling center from the server of the b cooling center is immediately sent via the Internet or the internal Wi-Fi network to the mobile application of all other operators 9.1-9.4. simultaneously, resulting in all operators 9.1-9.4. on their mobile applications they see the status of other operators in real time. And if the operator needs to manually forward the call on the line to another operator (see Fig. 3), the operator (for example, 9.1), using the interface of his mobile application, which reads the data files of all operators 9 in real time, can choose to call forwarding only that operator (for example, 9.2) call center of the required qualification or the required specialization, which has the status "free" 5. Selecting an operator with the "busy" status 3 to forward a call to him through the mobile application interface is technically impossible.

When an incoming call 1 arrives at the call center or when a scheduled outgoing call 2 is made from the call center to the subscriber, the server 6 of the call center also reads data files 8.1-8.4. operators 9.1-9.4. and redistributes the incoming 1 or outgoing 2 call only to the operator of the call center, whose parameters for receiving the call at the current moment of time are optimal and it has the status "free" 5. In the event that the presence of several operators 9 having the same The minimum status is 10, the b kol center server redirects the call randomly or in turn.

When the data file 8, which is sent to the col center server 6, is named according to the operator's telephone number, the col center server b reads data file using the data file name value parameter as the operator number of the center. This allows to reduce the size of the data file 8 and speed up its sending from the operator 9 and receiving by the server 6 of the center.

The principle of working with a mobile application is as follows.

After downloading and installing the mobile application on his smartphone or i-Phone, the operator of the center launches it and in the interface 12 of the mobile application enters the login in the field 13 for entering the name and the password in the field for entering the password 14, presses the input 15 (see Figure 4). If the operator data is correct, the application establishes a connection with the remote server 6 of the center.

After logging into the account, the operator sees a status board 10 of other operators and a status board of current work calls 16 pending (see Fig. 5).

Operator 9 can handle each of the waiting calls of any of the subscribers (clients of the call center) 17.1, 17.2, 17.3. Moreover, subscribers 17.1-17.3 can be both subscribers of the call center itself, and subscribers with whom the operator communicates independently of the call center.

The operator can process the waiting call of the subscriber 17.1-17.3, for example, by ending the conversation by pressing the reset call 18, or can start playing the voice message 19 to the subscriber, or send a call to the automatic menu 20 of the call center, or forward 21 calls to another operator 9. Thus, the 9th call center operator, in addition to calls from the call center itself, can also receive calls from other subscribers 17.1-17.3, which are personally addressed to him or make outgoing calls outside the activities of the call center. This allows the operator to work in several call centers at the same time, which in turn allows to reduce the number of call center operators or to completely abandon them if other specialized personnel of the company take over the functions of operators. Operators, and so in the process of working with customers, often forward calls to specialists. Therefore, the entire staff of the company, in view of the greater number, rather than the number of operators, can take over their functions with an insignificant workload. In this case, the choice of forwarding to one or another specialist is made by the server 6 of the call center either by automatic random distribution, or through the automatic voice menu 20 of the call center. From the principle of the mobile application, it is clear that:

- being remotely outside the call center with access in cellular communication mode, the operator can forward the call to another operator;

- there is no need to use the call recording function (you can use any standard standalone applications for call recording);

- operators do not need to see the main indicators of the current shift, including queues, the number of received and missed calls, busyness and breaks (since the operator focuses only on the status of 10 other 9 operators who need to forward the call;

- there is no need for supervisors and auditors.

Claims

FOR ULA

1. A method for redistributing incoming calls in the virtual call center system, characterized by the use of a mobile application pre-loaded and installed on the operator's phone, through which the mobile application is provided access to the settings of the control system for redistribution of incoming and outgoing calls, characterized by that the mobile application is provided with access to the contact database on the operator's phone, to the calendar and to the management of incoming and outgoing calls, and the interface of each mobile application is made with the possibility of its own settings for managing the schedule and redistribution of incoming and outgoing calls, and after changing - the specified settings are saved as a data file, in which the parameters of the schedule for receiving incoming calls and making outgoing calls are recorded, and the data file itself is automatically sent via a mobile application to the cloud server of the virtual ring center; before the moment of making an outgoing call or when the operator receives an incoming call, the mobile application sends via the Internet or an internal Wi-Fi network to the remote server of the center of the center, the updated parameters of the operator, in which the status is "busy", and in the moment this conversation ends, the mobile application sends via the Internet or an internal Wi-Fi network to the remote server of the col center the updated operator parameters, which indicate the status - "free", and the updated data file from each operator of the col center from the col server the center is immediately sent via the Internet to the mobile application of all other operators at the same time; when an incoming call arrives at the call center or at the moment of making a scheduled outgoing call from the call center to the subscriber, the call center server reads the operator data files and redistributes the incoming or outgoing call to the call center operator whose parameters for receiving the call are optimal at the current time and it has the "free" status, and if there are several operators with the same optimal status, it redirects the call randomly or in turn; if the operator needs to forward a call on the line to another operator, the operator using the interface of the mobile application that reads the data files of all operators in real time, you selects the operator of the call center of the required qualification or the required specialization, which has the status "free", and forwards the call to him manually.

2. A method according to claim 1, characterized in that the data file is named according to the operator's telephone number, and the call center server reads the data file using the data file name value parameter as the call center operator number.

3. The method according to claim 1 or claim 2, characterized in that the individual parameters of the schedule for receiving incoming calls and making outgoing calls are additionally recorded in the data file, and these parameters are used to change the parameters of the schedule for receiving incoming calls and making outgoing calls on the server of the call center.