CN100336360C - Countrywide interconnection system for call center and implementing method thereof - Google Patents
Countrywide interconnection system for call center and implementing method thereof Download PDFInfo
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- CN100336360C CN100336360C CNB031320767A CN03132076A CN100336360C CN 100336360 C CN100336360 C CN 100336360C CN B031320767 A CNB031320767 A CN B031320767A CN 03132076 A CN03132076 A CN 03132076A CN 100336360 C CN100336360 C CN 100336360C
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Abstract
The present invention relates to a countrywide networking system of a call center, which comprises a front-end processor (1), a processor (2), a queuing machine (3), seats (4) and a database (5), wherein the processor (2) is particularly a single and independent signaling interface message processor. The front-end processor (1) has a computer Support Telecommunication Apply (CSTA) function and is connected with the independent signaling interface message processor (2) by the Signaling System Number 7. The independent signaling interface message processor (2) is connected with the seats (4) by the queuing machine (3) which is also connected with the data base (5). The present invention provides a method for seamlessly connecting all appointed call centers and realizing simultaneous united queuing of countrywide networks, and thus, a manager of the call centers can uniformly and conveniently manage all call centers. The maximum use of a calling source is realized, a user's satisfaction degree is enhanced, and an internetworking customer serving system within the whole nation is established.
Description
Technical field:
The present invention relates to the field, call center, specifically, relate to a kind of front end processor and queue machine, and all seats carry out the implementation method of nationwide Intranet the call center.
Background technology:
The call center is called Customer Service Center again, it is the information system that is used for providing multiple access means such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry, as 1860 in the telecommunications industry, 95555 in the financial circles etc.The application of call center at present is based on that the intelligent platform mode realizes, all adopting by calling being linked into front end processor in current application is switch, then by on front end processor, triggering fixedly IN service, mode by queuing is linked into the control that computer support telecommunication is used (Computer Support TelecommunicationApply:CSTA), by the control of computer telephony interface (Computer TelephonyInterface:CTI), realize miscellaneous service then.
Above method simple possible, more suitable to the independent call center, but there is following defective: 1) communication of queue machine and front end processor must be based on local area network (LAN).Realizing in provincial and even the networking of national call center, must adopt and arrange front end processor, arranging background server at multiple spot simultaneously at multiple spot, and other various devices, the investment of integral device just increased so undoubtedly.2) because equipment disperses to place, the unified management problem of call center is difficult to solve.3) cause the subscriber phone of local exchange can only call out the seat of local exchange simultaneously.Number calling just can not be linked in the seat of other innings if the subscriber phone of local exchange does not add toll switch by hand.For example: the user of Pekinese can only call out call center, Pekinese seat, if all seats of call center, Beijing are no-trunk at this moment, this user can only wait for this moment so.Even having, the call center, Nanjing can provide the seat of this service free time, user can not be linked into this idle seat equally.
Still find no at present on national network system and the implementation method that disclosed document is introduced the call center.
Summary of the invention:
Technical problem to be solved by this invention is to provide a kind of call center's seamless link and on national network method of unified queuing simultaneously of realization with all appointments, make the manager of call center to unify and manage all call centers easily, realize the maximum utilization of call resources, improve user's satisfaction, set up the customer service system of the network interworking of a nationwide.
The method that the invention provides a kind of call center national network solves following problem: 1). realize the public queue machine of a plurality of front end processors by using the independent signaling interface message machine, the investment of saving equipment, 2). because equipment is concentrated relatively, be convenient to realize the unified management at all-calls center.3). can realize seat and user's intercommunication of different interoffices.For example: Pekinese's customer call Pekinese call center's seat, if all seats of call center, Beijing are no-trunk at this moment, the present invention can distribute the idle seat of other innings by unified queue machine to the user so.Call center, Beijing front end processor is connected to this calling on the front end processor of appointment office simultaneously.Generally speaking, use the present invention, can improve user's satisfaction undoubtedly, more help simultaneously setting up the customer service system of the network interworking of a nationwide, realize the maximum utilization of call resources, realize the unified management at all-calls center, for saving cost in office side.
Purpose of the present invention can reach by following technical measures:
The on national network system of design, a kind of call center of structure comprises front end processor, processor, queue machine, seat and database; Especially described processor is the single independent signaling interface message machine; Described front end processor has computer support telecommunication and uses (CSTA) function, and links to each other with described independent signaling interface message machine by Signaling System Number 7.Described queue machine has queuing capability and CTI function.Described independent signaling interface message machine is connected with described seat through queue machine; Described queue machine links to each other with database again.
The implementation method of design, the on national network system in a kind of call center of employing, is handled by processor, queue machine by seat, when front end processor is called out the user; Especially described method comprises the processing method of message in the method for on national network intercommunication and the described networked system;
The method of described on national network intercommunication may further comprise the steps:
After T2, subscriber phone entered a certain front end processor, this front end processor sent to queue machine with this message related to calls through the independent signaling interface message machine, request queue.
T4, after queuing, subscriber phone and the seat that is assigned to promptly not when same office, then are connected to subscriber phone through front end processor the front end processor at seat place not at same front end processor; And will call out control and give CSTA module in this seat place front end processor;
The processing method of message may further comprise the steps in the described networked system:
P4, described queue machine are handled queuing request, the idle seat and the notice of searching calling party place office insert, or seek idle seat and this agent phone is returned the business function Switching Module SSF (ServiceSwitch Function) of this user place office in the result's that lines up mode from other innings by certain strategy when no idle seat;
P5, SSF module notification call functional control module CCF (Call Control Function) with described customer call connect change over to distribute the front end processor of seat place office;
P6, the described seat place front end processor CCF of office module are received the calling to described agent phone, and it is transferred to described CSTA module;
P7, CSTA send to CTI module in the described queue machine with described message through the independent signaling interface message machine, foreign exchange customer call message are sent to the seat of distribution.
The on national network interoperability methods of call center of the present invention adopts the independent signaling interface message machine that the front end processor of a plurality of call centers is coupled together, finish CSTA message in the online transmission of Signaling System Number 7, and do not change existing C STA standard and CTI standard, guaranteed the compatibility of system and existing call center standard like this.In the present invention, the front end processor of each call center only needs to send message to the independent signaling interface message machine and gets final product, and needn't know the seat that connects on other the front end processor, thereby has simplified interconnecting between the call center.In addition, the national network that adopts the independent signaling interface message machine to carry out the call center can also carry out networking at gerentocratic specific requirement and connect, thereby has higher flexibility.
Description of drawings:
Fig. 1 is the structural representation of the on national network system in call center of the present invention;
Fig. 2 is front end processor, independent signaling interface message machine and a queue machine in the on national network system in call center of the present invention, seat concern schematic diagram;
Fig. 3 be the on national network system in call center of the present invention the interoffice intercommunication message flow to.
Embodiment: embodiments of the invention are described in detail in detail below in conjunction with accompanying drawing.
A kind of on national network system of call center comprises front end processor 1, processor 2, queue machine 3, seat 4 and database 5; Especially described processor 2 is single independent signaling interface message machines;
Described front end processor 1 has computer support telecommunication and uses CSTA (computer SupportTelecommunication Apply) function, and links to each other with described independent signaling interface message machine 2 by Signaling System Number 7.
Described independent signaling interface message machine 2 is connected with described seat 4 through queue machine 3; Described queue machine 3 links to each other with database 5 again.
Described front end processor 1 comprises local front end processor and some long-range front end processors again;
Described seat 4 comprises some local seats and some long-range seats again.
The front end processor 1 of the described CSTA of having function comprises under CSTA call function processing module 11, the CSTA signaling transmission module 13 on the transmission module 12 and CSTA signaling again;
Described independent signaling interface message machine 2 comprises under the computer telephony interface CTI signaling transmission module 22 on the transmission module 21 and CTI signaling again.
The implementation method of the on national network system in a kind of call center, is handled by processor, queue machine by seat, when front end processor is called out the user; Especially described method comprises the processing method of message in the method for on national network intercommunication and the described networked system;
The method of described on national network intercommunication may further comprise the steps:
T1, when described seat Login Register, described independent signaling interface message machine writes down ID number of front end processor under this agent phone;
After T2, subscriber phone inserted a certain front end processor, this front end processor sent to queue machine with this message related to calls through the independent signaling interface message machine;
When the message of T3, described seat need send to described front end processor, send to the independent signaling interface message machine, this message is sent to corresponding front end processor under this agent phone by this independent signaling interface message machine by CTI functional module in the queue machine;
T4, after queuing, subscriber phone and the seat that is assigned to promptly not when same office, then are connected to subscriber phone through front end processor the front end processor at seat place not at same front end processor; And will call out control and give CSTA module in this seat place front end processor.
The processing method of message may further comprise the steps in the described networked system:
P1, customer call one service access code request and seat conversation;
P2, this user place front end processor CCF module (Call Control Function) are judged that this calling is effective and are IN services, then this calling be connected to SSF module (Service SwitchFunction);
P3, described SSF module are sent queuing request to queue machine, apply for idle seat;
P4, described queue machine are handled queuing request, the idle seat and the notice of searching calling party place office insert, or when no idle seat by certain strategy, for example: specify the seat queuing policy, first-come-first-served policy, priority policies etc. are sought idle seat also returns this agent phone this user place office in queuing result's mode business function Switching Module SSF from other innings;
P5, SSF module notification call functional control module CCF with described customer call connect change over to distribute the front end processor of seat place office;
P6, the described seat place front end processor CCF of office module are received the calling to described agent phone, and it is transferred to described CSTA module;
P7, CSTA send to CTI functional module in the described queue machine with described message through the independent signaling interface message machine, foreign exchange customer call message are sent to the seat of distribution.
In the practicality, the on national network system in call center of the present invention comprises the front end processor (switch) 1 with CSTA function, independent signaling interface message machine 2, queue machine 3, seat 4, and database 5.Connect by Signaling System Number 7 between described front end processor and the independent signaling interface message machine; Described independent signaling interface message machine, queue machine, seat connects by local area network (LAN) between the database; Described front end processor receives the incoming call of subscriber phone, and on-hook message, sends corresponding message simultaneously to the independent signaling interface message machine; Described independent signaling interface message machine is finished the message sink between Signaling System Number 7 and the CSTA and the function of transmission; Described queue machine has unifies the function of lining up and managing to all on national network seats; Described database is finished the function that the form of service condition data is stored.
Described call center has a CSTA function front end processor 1, mainly comprises: CSTA call function processing module 11, and transmission module 12 under the CSTA-signaling, and transmission module 13 on the CSTA-signaling.The call operation of described one or several subscriber phone of CSTA call function processing modules implement and agent phone is handled; Transmission module is realized the data encoding and decoding under the described CSTA-signaling, the function of Signaling System Number 7 carrying CSTA message; Transmission module is realized the data encoding and decoding on the described CSTA-signaling, extracts the function of the CSTA message of carrying from Signaling System Number 7.CSTA call function processing module sends message by transmission module under the CSTA-signaling to the independent signaling interface message machine, receives message by transmission module on the CSTA-signaling from the independent signaling interface message machine.
The independent signaling interface message machine 2 of described call center mainly comprises: transmission module 21 under the CTI-signaling, and transmission module 22 on the CTI-signaling, and SCME (Service Control Manage Entity, Service Control Management Entity) module.Transmission module realize to receive the signaling of being sent by front end processor under the described CTI-signaling, and is converted to CTI message, with the function of CTI forwards CTI module in the queue machine; Transmission module is realized receiving CTI message and converting CSTA message on the CTI-signaling, CSTA is sent to the function of corresponding front end processor; The message conversion of SCME module completion queue machine and front end processor, that is: the Signaling System Number 7 with front end processor is converted to the TCP/IP message that queue machine can receive, and the TCP/IP message conversion with queue machine becomes Signaling System Number 7 to send to front end processor simultaneously.
The method of the on national network intercommunication of call center of the present invention may further comprise the steps:
One, when the seat Login Register, the independent signaling interface message machine writes down the front end processor ID under this agent phone;
Two, subscriber phone enters into some front end processors, and this front end processor sends to CTI module in the queue machine with message by the independent signaling interface message machine after queue machine is lined up successfully.
Three, when the message of seat need send to front end processor, send to the independent signaling interface message machine by the CTI module in the queue machine, the independent signaling interface message machine sends the affiliated corresponding front end processor of this agent phone with this message then;
If four when queuing, subscriber phone and the agent phone that is assigned to be not in same front end processor (that is: the two is in same office), then connect the user to the front end processor at agent phone place, call out the CSTA module controls in the front end processor that control gives this agent phone place by front end processor.
Generally speaking, the business function of call center is in order to adapt to the needs of different user, different business, changes greatlyyer, and call function is then more stable.Therefore, the structure of current main-stream call center is the structure that adopts call function and business function to be separated.The on national network system of the message center that the present invention proposes has also kept this structure.
In the structure chart of the on national network system in call center of the present invention as shown in Figure 1, the present invention includes front end processor, independent signaling interface message machine, queue machine, seat, database.Seat is when registration, send registration message to queue machine, queue machine sends to the independent signaling interface message machine with registration message, the independent signaling interface message machine finds the front end processor at this registration agent phone place according to the phone of this seat registration, and registration message further sent to this corresponding front end processor CSTA module, CSTA module meeting notification call controlled function (the Call Control Function:CCF) module of this front end processor, this agent phone no longer is a plain old telephone, but the phone that the call center is used.The corresponding relation that keeps this agent phone and corresponding front end processor simultaneously on the independent signaling interface message machine is until this seat is nullified.The independent signaling interface message machine examination measures seat and nullifies, just with this agent phone that keeps on the independent signaling interface message machine and the corresponding relation removing of corresponding front end processor.In database, keep this corresponding relation simultaneously, so that queue machine concerns the call center that unified management is all by this.Fig. 2 has illustrated front end processor, independent signaling interface message machine and CTI in the on national network system in call center of the present invention, the relation between each equipment such as seat.
Concrete message flow such as Fig. 3 of call center of the present invention networked system: when service access code of customer call requires and an idle seat conversation, if the CCF module in the front end processor at this user place analyzes this service access code effectively and be an IN service, this calling can be connected to Service Switching Function (Service Switch Function:SSF) module, SSF can be to queue machine dispatcher queue request, require to obtain the seat of a free time, after queue machine receives this queuing request, whether the office that can at first search this user place has idle seat, if do not have, then queue machine can be sought idle seat according to certain strategy from call center's seat at other innings place, and the agent phone that finds is returned to the SSF module of user place office with queuing result's mode, the SSF module can notify the CCF module that this user's calling is connected the front end processor that is transferred to assigned seat place office, the front end processor CCF at seat place can receive a calling of calling out this agent phone, the CCF module is transferred to the CSTA module with this calling, CSTA sends to CTI module in the queue machine with message by the independent signaling interface message machine, and the CTI module can send to the customer call message that is not local exchange on the seat of distribution.Thereby realize call center's national network.
Specific embodiment of call center of the present invention networked system in engineering is described below, realizes all functions of customer service system, adopt the investment that has reduced equipment behind the call center of the present invention networked system, be more convenient for the management and the detection at all-calls center.After user's incoming call, local exchange front end processor by the place sends to queue machine with message, queue machine is searched the idle seat that corresponding technical ability is arranged in all call centers, the result notification of will lining up then removes to connect the front end processor at the agent phone place of appointment for the local exchange front end processor, after the front end processor at agent phone place is received user's incoming call, message is sent to the independent signaling interface message machine, the independent signaling interface message machine sends to corresponding seat by CTI module in the queue machine, thereby has realized the networking of call center.The calling system of setting up with this mode is not only finished the monitoring of local exchange/chip in, the single step meeting, the recording of recording/whole process, functions such as playback, and the monitoring between the different offices of support/chip in the single step meeting, the recording of recording/whole process, functions such as playback, thus realized the local and remote administration of quality inspection seat, further realized the unified management at all-calls center.
Claims (2)
1, the implementation method of the on national network system in a kind of call center, is handled by processor, queue machine by seat, when front end processor is called out the user; It is characterized in that:
Described method comprises the processing method of message in the method for on national network intercommunication and the described networked system;
The method of described on national network intercommunication may further comprise the steps:
After T2, subscriber phone entered a certain front end processor, this front end processor sent to queue machine with this message related to calls through the independent signaling interface message machine, request queue;
T4, after queuing, subscriber phone and the seat that is assigned to promptly not when same office, then are connected to subscriber phone through front end processor the front end processor at seat place not at same front end processor; And will call out control and give CSTA module in this seat place front end processor; If subscriber phone and the seat that is assigned to then will be called out the CSTA module that control is directly given this front end processor at same front end processor;
The processing method of message may further comprise the steps in the described networked system:
P4, described queue machine are handled queuing request, the idle seat and the notice of searching calling party place office insert, or seek idle seat and this agent phone is returned the business function Switching Module SSF (Service Switch Function) of this user place office in the result's that lines up mode from other innings by certain strategy when no idle seat;
P5, SSF module notification call functional control module CCF (Call Control Function) with described customer call connect change over to distribute the front end processor of seat place office;
P6, the described seat place front end processor CCF of office module are received the calling to described agent phone, and it is transferred to described CSTA module;
P7, CSTA module send to CTI module in the described queue machine with described message through the independent signaling interface message machine, customer call message are sent to the seat of distribution.
2, according to the implementation method of the on national network system in the described call center of claim 1, it is characterized in that:
Further comprising the steps of before the step T2 described in the method for described on national network intercommunication:
T1, when described seat Login Register, described independent signaling interface message machine writes down ID number of front end processor under this agent phone;
Further comprising the steps of between step T2 and the T4 described in the method for described on national network intercommunication:
When the message of T3, described seat need send to front end processor under it, send to the independent signaling interface message machine, this message is sent to corresponding front end processor under this agent phone by this independent signaling interface message machine by CTI;
Further comprising the steps of before the step P4 described in the processing method of message in the described networked system:
P1, customer call one service access code request and seat conversation;
P2, this user place front end processor CCF module are judged that this calling is effective and are IN services, then this calling be connected to the SSF module;
P3, described SSF module are sent queuing request by the independent signaling interface message machine to queue machine, apply for idle seat.
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| Application Number | Priority Date | Filing Date | Title |
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| CNB031320767A CN100336360C (en) | 2003-07-16 | 2003-07-16 | Countrywide interconnection system for call center and implementing method thereof |
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| CNB031320767A CN100336360C (en) | 2003-07-16 | 2003-07-16 | Countrywide interconnection system for call center and implementing method thereof |
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| CN1571394A CN1571394A (en) | 2005-01-26 |
| CN100336360C true CN100336360C (en) | 2007-09-05 |
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Families Citing this family (4)
| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101227525B (en) * | 2007-01-18 | 2011-03-16 | 中兴通讯股份有限公司 | Route control method of virtual call centre |
| CN101102371B (en) * | 2007-07-17 | 2012-02-29 | 华为技术有限公司 | Method and device for creating and deleting resource conference site in CSTA system and CSTA system using resource conference site |
| CN101483700B (en) * | 2008-01-10 | 2011-06-15 | 中国移动通信集团公司 | Artificial voice service seat scheduling method, apparatus and system thereof |
| CN109348073B (en) * | 2018-11-13 | 2022-04-12 | 平安科技（深圳）有限公司 | Call center system and service processing method thereof |
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| US20030007612A1 (en) * | 2000-03-29 | 2003-01-09 | Garcia Gustavo Manuel Marin Damil | Method and apparatus for recording and automated playback of personal agent greetings in a communication-center environment |
| CN1426218A (en) * | 2003-01-30 | 2003-06-25 | 北京青牛软件技术有限责任公司 | Large capacity call centre system |
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