BR112013032147A2 - sistema de centro de chamadas e seu método de processamento de chamadas - Google Patents

sistema de centro de chamadas e seu método de processamento de chamadas

Info

Publication number
BR112013032147A2
BR112013032147A2 BR112013032147A BR112013032147A BR112013032147A2 BR 112013032147 A2 BR112013032147 A2 BR 112013032147A2 BR 112013032147 A BR112013032147 A BR 112013032147A BR 112013032147 A BR112013032147 A BR 112013032147A BR 112013032147 A2 BR112013032147 A2 BR 112013032147A2
Authority
BR
Brazil
Prior art keywords
ccb
call
units
module
center system
Prior art date
Application number
BR112013032147A
Other languages
English (en)
Other versions
BR112013032147B1 (pt
Inventor
Jingping Wang
Ling Jing
Wei Zhang
Wenyuan Wang
Original Assignee
Zte Corp
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Zte Corp filed Critical Zte Corp
Publication of BR112013032147A2 publication Critical patent/BR112013032147A2/pt
Publication of BR112013032147B1 publication Critical patent/BR112013032147B1/pt

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing

Landscapes

  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Telephonic Communication Services (AREA)
  • Exchange Systems With Centralized Control (AREA)
  • Stored Programmes (AREA)
  • Hardware Redundancy (AREA)

Abstract

abstract a calling center system and a calling processing method of a calling center system are provided in the present invention. the calling center system includes: an accessing module, configured to receive a user call; multiple ccb units, wherein each ccb unit is configured to select one agent module for serving the user call from multiple agent modules corresponding to the ccb unit, wherein each agent module of the multiple agent modules is configured to serve a user call; a scheduling module, configured to select, according to capability data of the multiple ccb units, the one or more ccb units from the multiple ccb units to perform the operation of selecting one agent module for serving the user call, and select one agent module from one or more agent modules selected by the one or more ccb units to serve the user call. the present invention can enhance the reliability of the system. tradução do resumo resumo patente de invenção: "sistema de centro de chamadas e seu método de processamento de chamadas". um sistema de centro de chamadas e um método de processamento de chamada de um sistema de centro de chamadas estão providos na presente invenção. o sistema de centro de chamadas inclui: um módulo de acesso, configurado para receber uma chamada de usuário; múltiplas unidades de ccb, em que cada unidade de ccb está configurada para selecionar um módulo de agente para servir a chamada de usuário de múltiplos módulos de agente que correspondem à unidade de ccb, em que cada módulo de agente dos múltiplos módulos de agente está configurado para servir uma chamada de usuário; um módulo de programação, configurado para selecionar, de acordo com dados de capacidade das múltiplas unidades de ccb, as uma ou mais unidades de ccb das múltiplas unidades de ccb para executar a operação de selecionar um módulo de agente para servir a chamada de usuário, e selecionar um módulo de agente de um ou mais módulos de agente selecionados pelas uma ou mais unidades de ccb para servir a chamada de usuário. a presente invenção pode melhorar a confiabilidade do sistema. 20021518v1
BR112013032147-4A 2011-06-15 2012-02-17 Sistema de centro de chamadas e método de processamento de chamada de um sistema de centro de chamadas BR112013032147B1 (pt)

Applications Claiming Priority (3)

Application Number Priority Date Filing Date Title
CN201110160872.0 2011-06-15
CN201110160872.0A CN102833429B (zh) 2011-06-15 2011-06-15 呼叫中心系统及其呼叫处理方法
PCT/CN2012/071276 WO2012171355A1 (zh) 2011-06-15 2012-02-17 呼叫中心系统及其呼叫处理方法

Publications (2)

Publication Number Publication Date
BR112013032147A2 true BR112013032147A2 (pt) 2016-12-13
BR112013032147B1 BR112013032147B1 (pt) 2022-06-07

Family

ID=47336393

Family Applications (1)

Application Number Title Priority Date Filing Date
BR112013032147-4A BR112013032147B1 (pt) 2011-06-15 2012-02-17 Sistema de centro de chamadas e método de processamento de chamada de um sistema de centro de chamadas

Country Status (4)

Country Link
US (1) US9451089B2 (pt)
CN (1) CN102833429B (pt)
BR (1) BR112013032147B1 (pt)
WO (1) WO2012171355A1 (pt)

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CN103338239A (zh) * 2013-06-09 2013-10-02 北京讯鸟软件有限公司 分布式呼叫中心系统及其座席控制方法
CN104125353A (zh) * 2014-08-15 2014-10-29 国家电网公司 一种呼叫处理方法及装置
CN105450431B (zh) * 2014-09-02 2019-03-15 中国移动通信集团广东有限公司 一种多节点容灾方法及ngcc节点
CN105681608A (zh) * 2014-11-17 2016-06-15 中国移动通信集团江苏有限公司 一种动态分配管理连接代理的方法及装置
CN106302333A (zh) * 2015-05-22 2017-01-04 华为技术有限公司 媒体会话的处理方法、装置和系统
US9712674B2 (en) * 2015-06-05 2017-07-18 Verizon Patent And Licensing Inc. Third-party call control over secure duplex communication channel
CN111182464B (zh) * 2019-11-28 2024-01-26 贵阳朗玛信息技术股份有限公司 一种在线采样的方法及装置
US11637931B2 (en) 2021-07-30 2023-04-25 Zoom Video Communications, Inc. Incoming query distribution using parallel processing
US11445067B1 (en) 2021-07-30 2022-09-13 Zoom Video Communications, Inc. Controlled incoming query distribution based on skip criteria

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Also Published As

Publication number Publication date
US20140126717A1 (en) 2014-05-08
WO2012171355A1 (zh) 2012-12-20
CN102833429B (zh) 2017-04-12
CN102833429A (zh) 2012-12-19
US9451089B2 (en) 2016-09-20
BR112013032147B1 (pt) 2022-06-07

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Legal Events

Date Code Title Description
B06F Objections, documents and/or translations needed after an examination request according [chapter 6.6 patent gazette]
B06U Preliminary requirement: requests with searches performed by other patent offices: procedure suspended [chapter 6.21 patent gazette]
B09A Decision: intention to grant [chapter 9.1 patent gazette]
B16A Patent or certificate of addition of invention granted [chapter 16.1 patent gazette]

Free format text: PRAZO DE VALIDADE: 20 (VINTE) ANOS CONTADOS A PARTIR DE 17/02/2012, OBSERVADAS AS CONDICOES LEGAIS. PATENTE CONCEDIDA CONFORME ADI 5.529/DF, QUE DETERMINA A ALTERACAO DO PRAZO DE CONCESSAO.