CN100556054C - Call center services system and method for servicing based on keyword search - Google Patents
Call center services system and method for servicing based on keyword search Download PDFInfo
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- CN100556054C CN100556054C CNB2006100013399A CN200610001339A CN100556054C CN 100556054 C CN100556054 C CN 100556054C CN B2006100013399 A CNB2006100013399 A CN B2006100013399A CN 200610001339 A CN200610001339 A CN 200610001339A CN 100556054 C CN100556054 C CN 100556054C
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Abstract
The invention provides a kind of call center services method, the call center services system that is used to implement this method also is provided based on keyword search.This call center services system comprise attend a banquet, Website server, database server, call control server, logon server, guiding call server, data acquisition server, user feedback server and communication collaboration server.Deposit keyword at call control server, classify according to the keyword of its registration attending a banquet; The user is by logon server login call center services system, and key word of the inquiry, the guiding call server is determined the call control server at keyword place according to the keyword of user inquiring, the user calls out this call control server, and sets up direct communication by the communication collaboration server with attending a banquet.
Description
Technical field
The present invention relates to a kind of call center services system and method for servicing, relate in particular to a kind of keyword search service of passing through, make call center services system and the method for servicing of realizing directly communication between client and the corresponding server, belong to computer telecommunication integrated (CTI, ComputerTelecommunication Integration) technical field.
Background technology
The call center is a kind of based on the CTI technology, integrates the intelligent information service system that information collection, knowledge extract, circulate automatically.It comes from the thirties in 20th century, is that some companies or enterprise set up for user's service.The main effect of early stage call center is counseling services.Begin just some users' calling to be transferred to answering board or expert.Afterwards, along with the calling that will transfer with reply and increase, began to set up interactively voice answer-back (IVR) system.This system can most of FAQs reply by machine, promptly " auto attendant " reply and handle.
The call center seamlessly combines telephone network and computer network, and voice flow and data flow are carried out unified monitoring and processing.As long as the client puts through the service hotline number, just can under the help of voice automatic answering system (IVR), can automatically finish work such as Query Information, self-service dealing.On the other hand, it also can be forwarded to the operator attendance platform, answers a question, accepts business by the attendant, and the thoughtful service of " personalization " can be provided according to client's historical summary.It can provide multiple access and feedback systems such as voice, fax, Web, makes the really home-confined high-quality, efficiently, serve efficiently just can enjoyed of client.
Current, the call center by centralized develop into distributed.Distributed call center generally is made up of head center and branch center, can be peer-to-peer or membership between them, and each central distribution cooperates with each other on running time, resource, function in different geographical position, for the user provides service to greatest extent.
But, no matter be centralized or distributed call center, all need a large amount of hardware and software investment to realize.This is very disadvantageous to vast medium-sized and small enterprises.For example for for the shop on net that the individual offered, it is unpractical using existing call center that customer service is provided.In the practice, people often use Internet chat software such as QQ, MSN etc. to solve this problem, but there is significant limitation in this way.The communication mode of for example existing QQ of chat software, MSN all is to find the people earlier, again the theme of selected chat.If do not know the relevant personnel's QQ or MSN number, chat just can't be carried out.Though be that the network forum of representative is based on theme, lack real-time with broadcasting bulletin system (BBS).Chatroom software can provide the real-time service based on theme, but it generally takes the service mode of one-to-many, and is that storage is transmitted, and can not implement on a large scale cheaply.The inventor thinks or adopts the enforcement framework of call center more suitable by research.But the framework at existing call center can not provide the service of above-mentioned needs.Therefore, this framework is necessary further to be improved.
Summary of the invention
The objective of the invention is functional limitation, a kind of new call center services system and method for servicing are provided at the existing call center.This system and method thereof allow user and interrelated by a certain service theme speech as attending a banquet of ISP, realize the calling network service based on keyword search.
For realizing above-mentioned goal of the invention, the present invention adopts following technical scheme:
A kind of call center services system based on keyword search comprises Website server, database server, attends a banquet and call control server, and wherein said Website server and described database server are used to provide website service, it is characterized in that:
Described call center services system also comprises logon server, guiding call server, data acquisition server, user feedback server and communication collaboration server;
Described call control server is deposited keyword, and described logon server is accepted user's login, and described data acquisition server monitors/data manipulation of form, described user feedback server receives the feedback information that the user sends;
Described logon server, described guiding call server are connected described call control server respectively with described data acquisition server;
Described user inquiring keyword, and by the call control server of described guiding call server according to the definite correspondence of this keyword, described call control server is determined and corresponding the attending a banquet of described user;
Described user and described attending a banquet are realized direct communication by described communication collaboration server.
A kind of call center services method based on keyword search, this method is attended a banquet based on comprising, Website server, database server, call control server, logon server, the guiding call server, data acquisition server, the call center services system of user feedback server and communication collaboration server realizes, wherein said Website server and described database server are used to provide website service, described logon server is accepted user's login, described data acquisition server monitors/data manipulation of form, and described user feedback server receives the feedback information that the user sends; Described logon server, described guiding call server are connected described call control server respectively with described data acquisition server; It is characterized in that comprising the steps:
(1) keyword is set, and leaves in the described call control server;
(2) described attending a banquet classified according to the keyword of its registration;
(3) user inquiring keyword, described guiding call server is determined corresponding call control server according to the keyword of user inquiring;
(4) described user calls out described call control server, and described call control server associates described user with corresponding the attending a banquet of this keyword;
(5) described user communicates by letter with the described foundation of attending a banquet by described communication collaboration server.
In the described step (3), the user will login by logon server before key word of the inquiry.
The IP address of IP address that sends when described logon server is logined the user and the NAT that receives compares, if the IP address is identical, judges that then the user is a public network user, otherwise is Intranet user.
When described user was public network user, described communication collaboration server was notified the user mutually with the IP address and the port numbers of attending a banquet, and is directly communicated by described user and described attending a banquet.
When described user was Intranet user, described communication collaboration server sent the penetrating NAT order to described attending a banquet, and the described end of attending a banquet is done the penetrating NAT action, see through the NAT of user side, be connected to user side, be identified in case NAT penetrates, then described user and described attending a banquet directly communicate.
In the described step (4), if when the described quantity of attending a banquet of corresponding a certain keyword is less than described number of users, described user lines up in queue machine, waits serviced.
Carry out communication by udp protocol between described user and each the described server.
Described Website server provides WEB service, shows described keyword in the WEB service.
Call center services system and method for servicing based on keyword search provided by the present invention provides a kind of brand-new call center services pattern.In this pattern, by Internet, the user can be in office when, anyly link up with ISP's (being attending a banquet of call center); For the ISP, can not be subjected to geographical restriction, even transnationally provide service transprovincially.
Description of drawings
The present invention is further illustrated below in conjunction with the drawings and specific embodiments.
Fig. 1 is the overall architecture schematic diagram of the call center services system based on keyword search of the present invention.
Fig. 2 has shown the message processing flow of the real-time processing subsystem in the above-mentioned call center services system.
Fig. 3 is the sequential chart of process of user login.
Fig. 4 is the sequential chart of server's (attending a banquet) login process.
Fig. 5 is the attend a banquet sequential chart of process of customer call keyword search.
Fig. 6 is the workflow diagram of user in the method for the invention.
Fig. 7 is the workflow diagram in the method for the invention of attending a banquet.
Fig. 8 is in this call center services method, the co-operating flow chart of each server.
Fig. 9 is the schematic diagram of the call establishment of Intranet user.
Figure 10 is the schematic diagram of the call establishment of public network user.
Embodiment
Call center services method provided by the present invention realizes based on call center services system shown in Figure 1.This call center services system comprises Website server, database server, logon server, guiding call server, call control server (ACD), data acquisition server, user feedback server, communication collaboration server etc.Wherein Website server, database server provide website service, be used to realize user's registration, operator's management, Admin Administration, the user management and the function of the aspects such as management of attending a banquet, logon server, guiding call server, call control server, data acquisition server, user feedback server, communication collaboration server are formed a real-time processing subsystem.It is the core that realizes the method for the invention, be used to realize to login, the call request of authentication, the state-maintenance of attending a banquet, process user, carry out guiding call, carry out the function of aspects such as call queuing, text, audio frequency, video communication, file transfer, monitoring/report data collection, field feedback data acquisition at department at keyword.
In above-mentioned call center services system, logon server is responsible for receiving user's/attend a banquet logging request, and identifying user identity is preserved user's IP/Port (network address/port) information, confirms user's network type.User's type is divided two kinds: public network user and Intranet user, and the former has the IP address of public network, therefore can be used as data transmitting server and uses, and the latter then cannot.The IP address that sends when logon server is logined the user compares with the IP address of the NAT (network address translation) that receives, if the IP address is identical, then the user is a public network user, otherwise is Intranet user.The means that this logon server identifying user identity can adopt user name, password and RSA PKI to combine, and the means that database password can adopt summary to encrypt.
When logon server received user's logging request, the accessing database server carried out password authentification.This process has dual mode: the one, and start worker thread and carry out database access, will visit the result and deposit formation in, notify main thread to handle then; The 2nd, dispose the database access server, the message that sends accessing database is to database server, and database processing server sends it back logon server with result after handling message.
Keyword query work is finished by Website server.Website server provides Web service on the one hand, and relevant keyword message is distributed on the webpage, selects for the user, and the keyword query service also is provided on the other hand.After the user logined success, the user can send the message of key word of the inquiry to Website server, the database query operations that Website server is correlated with, and the result returned to the user.
Data acquisition server is provided with separately, is used for specially monitoring/operation of the related data of form.Monitoring mainly provides the current state of attending a banquet and gives the operator; Form mainly comprises: the state table of attending a banquet, user's communication record sheet, the information of transferring accounts.Data acquisition server is responsible for the operation of transferring accounts simultaneously.
Call control server (ACD) sends when attending a banquet state variation message to data acquisition server, subsidiary serviced client's information.
The user feedback server is responsible for receiving the feedback information that user side is sent.Feedback information comprises calling ID, serves attend a banquet, converse beginning/concluding time, keyword that the user exhales, user satisfaction etc., can also expand later on.
ACD server in this call center services system etc. be the existing call center the equipment that generally uses.These equipment are all very familiar known technologies of persons skilled in the art, just do not describe in detail at this.
The core of the method for the invention is to determine earlier the theme (being keyword) of interchange, and this theme is offered the user select, in case the user is interested in some themes, then provide the server that can provide to it based on this theme service by the call center.This server serves as the role who attends a banquet in native system.Like this, user and server are associated with each other under same keyword, and realize communication by call control server.Under same keyword, can there be a plurality of servers to select simultaneously for the user.In a single day the server is communicated with the user, be exactly man-to-man service.When server's quantity was less than number of users under this online theme, according to the service mode of call center, the user lined up in queue machine, waits serviced.
Fig. 2 has disclosed the message processing flow of key link-real-time processing subsystem of realizing said method.
At first be that the user logins: as shown in Figure 3, user profile is returned the login result after being verified by logon server.
The ISP of far-end also logins by logon server, but different with the user is, they need carry out the secondary login, i.e. further login service technical ability, and secondary logs on as attends a banquet, in this login process, selected keyword of being served.The concrete signaling of this process as shown in Figure 4.
As shown in Figure 5, behind the selected keyword of user, make a call to Boot Server.Keyword message in the Boot Server is by the system maintenance program real-time update.After user's keyword request is sent, judge the ACD server at keyword place, and return results is given the user.After obtaining the ACD server info at keyword place, the user calls out the ACD server.The ACD server is also by system maintenance program real-time update information.These information comprise keyword and affiliated department, also have current online and not online seating stand.After the user was according to the selection incoming call to keyword, the ACD server queued to quilt in the corresponding department to user's incoming call and exhales in the keyword formation and (line up because have other customer call in the formation).If corresponding idle seating is arranged, then user's transfer is connected with idle seating.If no, then allow the user in queue machine, wait for.After the designated service of user is attended a banquet, set up being connected of P2P (point-to-point) mode with attending a banquet by the communication collaboration server.At this moment, the calling record that data acquisition server is preserved the user, attended a banquet is so that the user, attend a banquet and service provider inquires about and charges.
In said process, the user's communications process as shown in Figure 6.He at first selects its topics of interest (keyword) after landing, this point operation is similar with use broadcasting bulletin system (BBS).In case selected a certain theme is then by the corresponding ISP of call center services system calling.The ISP serves as the role who attends a banquet at this, its communication process as shown in Figure 7, he replys user's calling, by the Internet and user look, audible communication, answer the problem that the user proposes, till conversation is hung up, finished to the user.
In the method, relevant hardware supports realizes in the call center services system, and attend a banquet end and user side do not need special hardware supports, and any user who has the computer that can surf the Net can serve as and attends a banquet or the user.Therefore, the present invention can realize a distributed call center system that scope is very big.Being interested in and having the ability to serve as the people who attends a banquet can be by the Internet in login call center, arbitrary place, serve as the role who attends a banquet, and the user also can login this call center, relate to accordingly by keyword search and attend a banquet, thereby with this attend a banquet exchange in obtain corresponding knowledge.By call center services method provided by the present invention, the user can be similar to " Sina likes to ask " (http://iask.com/) or " Baidu is known " (http://zhidao.baidu.com/) such information service.But different with above-mentioned information service is that service provided by the present invention has the characteristics of real-time, interactivity, and can adopt multiple multimedia modes such as voice, more meets the daily use habit of people.
Figure 8 shows that in this call center services method the co-operating flow chart of each server.At first, receive customer call, find corresponding ACD server to return to the user by the guiding call server.The guiding call server is preserved the corresponding relation of all keywords and ACD server as the first stop that makes a call after the counsel user login, receive user's calling Location Request after, find the ACD server that can serve for it to return to the user; If there is not this ACD server, then returns miscue information and give the user.Then, customer call is to corresponding ACD server.The ACD server is the server of calling out for user's actual location, receive user's call request after, through call queuing calling is navigated to attending a banquet of appointment.Its major function is to respond user's actual call request; Realize the queuing of customer call queuing and idle seating based on keyword; Validation-cross/change state of attending a banquet; Handle the increase/deletion message of calling department.The operating state of attending a banquet is provided with by call control server, and these operating states comprise: the free time of attending a banquet, attend a banquet shake bell, the conversation of attending a banquet, the vacationette etc. of attending a banquet.The ACD server is determined relevant attending a banquet after call request is lined up, and the state of attending a banquet is set.The user and the both sides that attend a banquet connect by the communication collaboration server.The communication collaboration server is mainly used to assist to set up the P2P communication, and it does not provide the function of interim data.
In order to guarantee safe, the reliable connection between user/attend a banquet and the call center, in this call center services method, the communication between the server can adopt that TCP is short to be connected.And the communication between user and the server can only be adopted udp protocol (user datagram protocol).This is because mostly be signaling message between user and server/server and the server, does not allow information drop-out, so must realize by reliable udp protocol transmission.
In addition, method of the present invention is when realizing, needs consideration user's is dissimilar.The front is mentioned, and user's type is divided two kinds: public network user and Intranet user.For Intranet user, call establishment comprises the steps: as shown in Figure 9
1. the user sends the multimedia connection request to queue machine, comprises the medium type (literal, voice, or video) (Client Media Request) that will connect
2.ACD server again to determine to connect attend a banquet and send multimedia connection request (ACDMedia Request)
Is 3. medium type confirmed? (Client Media Request Conf)
4. affirmation medium type.
At this moment, the user consults used medium type with attending a banquet, and has been assigned with identical conversation ID (ACD Media Request Conf)
5. the user and the while of attending a banquet are sent connection request to the communication collaboration server, comprise the IP address and the port numbers of this machine in the request, and the conversation ID that is assigned with.The communication collaboration server is judged the user and whether attends a banquet in the same network segment (promptly whether both local area network (LAN)s behind same NAT in) (Conn Request) from their IP address behind the connection request that by the time two have a same conversation ID
6. if not in the same network segment, the communication collaboration server sends penetrating NAT order (Make Hole Cmd) for the end of attending a banquet
7. the end of attending a banquet is done the penetrating NAT action, sees through the NAT of user side, is connected to user side (MakeHole Cmd)
8.NAT penetrate affirmation (Make Hole Cmd Conf)
9. connection request is confirmed (Conn Request Conf)
10～13. send out test post and affirmation mutually, the user and the beginning multi-media communication (Test Msg/Test Msg Conf) of attending a banquet
And, then adopt direct-connected mode for public network user.As shown in figure 10, comprise the steps:
1. the user sends the multimedia connection request to queue machine, comprises the medium type (literal, voice or video) (Client Media Request) that will connect
2.ACD again to determine to connect attend a banquet and send multimedia connection request (ACD MediaRequest)
Is 3. medium type confirmed? (Client Media Request Conf)
4. medium type is confirmed.
At this moment, the user consults used medium type with attending a banquet, and has been assigned with identical conversation ID (ACD Media Request C onf)
5. the user and the while of attending a banquet are sent connection request to the communication collaboration server, comprise the IP address and the port numbers of this machine in the request, and the conversation ID that is assigned with.The communication collaboration server is judged the user and whether attends a banquet in the same network segment (promptly whether both local area network (LAN)s behind same NAT in) (Conn Request) from their IP address behind the connection request that by the time two have a same conversation ID
6. if judge the user and attend a banquet in the same network segment, notify (P2P-Conn Direct) the other side's IP address and port numbers mutually
7-10. test post and affirmation (Test Msg/Test Msg Conf)
Though above described the present invention by embodiment, those of ordinary skills know, the present invention has many distortion and variation and does not break away from spirit of the present invention, appended claim will comprise these distortion and variation.
Claims (10)
1. the call center services system based on keyword search comprises Website server, database server, attends a banquet and call control server, and wherein said Website server and described database server are used to provide website service, it is characterized in that:
Described call center services system also comprises logon server, guiding call server, data acquisition server, user feedback server and communication collaboration server;
Described call control server is deposited keyword, and described logon server is accepted user's login, and described data acquisition server monitors/data manipulation of form, described user feedback server receives the feedback information that the user sends;
Described logon server, described guiding call server are connected described call control server respectively with described data acquisition server;
Described user inquiring keyword, and by the call control server of described guiding call server according to the definite correspondence of this keyword, described call control server is determined and corresponding the attending a banquet of described user;
Described user and described attending a banquet are realized direct communication by described communication collaboration server.
2. call center services as claimed in claim 1 system is characterized in that:
Described attending a banquet by the described call control server of Internet connection.
3. call center services method based on keyword search, this method is attended a banquet based on comprising, Website server, database server, call control server, logon server, the guiding call server, data acquisition server, the call center services system of user feedback server and communication collaboration server realizes, wherein said Website server and described database server are used to provide website service, described logon server is accepted user's login, described data acquisition server monitors/data manipulation of form, and described user feedback server receives the feedback information that the user sends; Described logon server, described guiding call server are connected described call control server respectively with described data acquisition server; It is characterized in that comprising the steps:
(1) keyword is set, and leaves in the described call control server;
(2) described attending a banquet classified according to the keyword of its registration;
(3) user inquiring keyword, described guiding call server is determined corresponding call control server according to the keyword of user inquiring;
(4) described user calls out described call control server, and described call control server associates described user with corresponding the attending a banquet of this keyword;
(5) described user communicates by letter with the described foundation of attending a banquet by described communication collaboration server.
4. the call center services method based on keyword search as claimed in claim 3 is characterized in that:
In the described step (3), the user will login by described logon server before key word of the inquiry.
5. the call center services method based on keyword search as claimed in claim 4 is characterized in that:
The IP address of IP address that sends when described logon server is logined the user and the NAT that receives compares, if the IP address is identical, judges that then the user is a public network user, otherwise is Intranet user.
6. the call center services method based on keyword search as claimed in claim 5 is characterized in that:
When described user was public network user, described communication collaboration server was notified the user mutually with the IP address and the port numbers of attending a banquet, and is directly communicated by described user and described attending a banquet.
7. the call center services method based on keyword search as claimed in claim 5 is characterized in that:
When described user was Intranet user, described communication collaboration server sent the penetrating NAT order to described attending a banquet, and the described end of attending a banquet is done the penetrating NAT action, see through the NAT of user side, be connected to user side, be identified in case NAT penetrates, then described user and described attending a banquet directly communicate.
8. the call center services method based on keyword search as claimed in claim 3 is characterized in that:
In the described step (4), if when the described quantity of attending a banquet of corresponding a certain keyword is less than described number of users, described user lines up in queue machine, waits serviced.
9. the call center services method based on keyword search as claimed in claim 3 is characterized in that:
Carry out communication by udp protocol between described user and each the described server.
10. the call center services method based on keyword search as claimed in claim 3 is characterized in that:
Described Website server provides WEB service, shows described keyword in the WEB service.
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| CNB2006100013399A CN100556054C (en) | 2006-01-19 | 2006-01-19 | Call center services system and method for servicing based on keyword search |
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| CNB2006100013399A CN100556054C (en) | 2006-01-19 | 2006-01-19 | Call center services system and method for servicing based on keyword search |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN101159730B (en) * | 2007-09-19 | 2011-08-10 | 华为技术有限公司 | Information processing method, system and device of multimedia affiliation center |
| CN101404628B (en) * | 2008-11-20 | 2011-04-06 | 侯万春 | System and method for increasing non-friend communication mode in instant communication |
| CN101741913A (en) * | 2010-01-06 | 2010-06-16 | 北京讯鸟软件有限公司 | Multi-main-body cooperating method |
| CN104010091A (en) * | 2014-05-21 | 2014-08-27 | 北京佳讯飞鸿电气股份有限公司 | Method for mass users to listen to voice prompts |
| CN104660683A (en) * | 2015-01-27 | 2015-05-27 | 广州视源电子科技股份有限公司 | Data transmission control method, device and system |
| CN106412351A (en) * | 2016-10-17 | 2017-02-15 | 上海携程商务有限公司 | Cluster architecture system for call center |
| CN107895273A (en) * | 2017-09-30 | 2018-04-10 | 平安科技（深圳）有限公司 | Attend a banquet identity information display methods, application server and computer-readable recording medium |
| CN109104465B (en) * | 2018-07-24 | 2020-06-23 | 威创集团股份有限公司 | Multi-party file transmission method and agent management system |
| CN109862197A (en) * | 2019-01-29 | 2019-06-07 | 佛山市贝密信息科技有限公司 | A kind of New Call Center and its calling-out method |
| CN113438375B (en) * | 2021-05-24 | 2022-09-27 | 商客通尚景科技（上海）股份有限公司 | Method for maintaining seat state |
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