CN101146238B - Concurrent call center system, registration and trigger method based on existing numbers of user - Google Patents
Concurrent call center system, registration and trigger method based on existing numbers of user Download PDFInfo
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- CN101146238B CN101146238B CN2007101640700A CN200710164070A CN101146238B CN 101146238 B CN101146238 B CN 101146238B CN 2007101640700 A CN2007101640700 A CN 2007101640700A CN 200710164070 A CN200710164070 A CN 200710164070A CN 101146238 B CN101146238 B CN 101146238B
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Abstract
The invention provides a multi-process concurrent call center system based on the existing phone number of users and a registration and trigger method thereof, and solves the problem that the user fails to use the existing phone number as the call access number when using a concurrent call center. The user submits the concurrent call center with an existing communication number to be used as a relay number and a phone number used as a fixed-line phone. The user submits the concurrent call center with a voice call flow program file. The user sets the call transfer from the existing communication number submitted for registration to the concurrent call center. The concurrent call center stores the personal information, the voice call flow program file and the corresponding relationship therebetween. When the number is called by a customer group of the user, the call is transferred to the concurrent call center, and the concurrent call center finds out the voice call flow program file correspondent to the user, executes the program file and provides the call center service to the customer group.
Description
Technical field
The present invention relates to the implementation method of the call center system in the communications field, relate in particular to based on the concurrent multi-user calling centring system of a plurality of flow processs of existing numbers of user and registration, triggering method.
Background technology
At present, along with telephonic communication and computer technology rapid development, people's routine work and life come in the application of call center's (telephone voice system) fast, inquiry, phone guiding doctor from telephone bank, shares trusting to examination mark, to talent intermediary, house property medium, phone and computer set lump together the interactive interactive application of formation and are progressively excavated from mayor's hot line, lawyer's hot line.
Yet various types of calls centring system, telephone-answering system are mainly used and still are confined to user field, middle and high end.General medium-sized and small enterprises, cause, intermediary, organ, individual these are orientated as the field of hanging down end subscriber by the call center, owing to following reason, also can't make full use of: call center system cost of investment height that (1) makes up separately; (2) hardcore of small-sized call center--the quality of-telephone sound card is very different, influences some users and uses; (3) there is technical difficulty in regular maintenance; (4) outsourcing call center system is stereotyped at especially Voice Navigation aspect aspect user's service, lack individuality.
So some operator has released multi-user's flow process concurrent call center (being called for short: multi-user calling center or concurrent call center) business that national unified virtual-number inserts, and promptly provides call center's business service for a plurality of users simultaneously on a cover call center system platform.This scheme comprises the steps: 1, provides a virtual identification number to the user; By this number tandem to the calling of switchboard center; 2, the calling that will receive of switch interactive voice answering system distribute automatically according to virtual-number identification user identity or manual allocation to this user's office telephone.
The typical case uses " 95105*** " as China Railway Telecom, and (* is the numeral between 0～9, contain 0,9) the national call center system of unifying the local telephone network access, 95105 call center operators of Tie Tong distribute 95105 to be the first five position in advance each user, * * is that back three eight-digit number telephone number is as calling out trunk number, as " 95105888 " is Sinopec Beijing customer service hot line, " 95105777 " are Xiaxin Electron Co whole nation customer service hot line, and " 95105969 " are Dangdang.com's customer service hot line.There are hundreds of users to provide unified call proceeding service for its customers in common this concurrent call centring system of using.
The advantage of this technical scheme is: compare the call center system of independent structure, build a cover call center without each user, save to build and drop into.Weak point is that the user can't use own original telephone number to make call center's access code, the new digit of 95105 prefixs that needs use operator provides, thereby the user has to pay higher monthly rental, and will pay the advertising expenditure of this number of propaganda.
Summary of the invention
At defective and the deficiency that prior art exists, the object of the present invention is to provide a kind of register method of the concurrent call center based on existing numbers of user.
For achieving the above object, the present invention by the following technical solutions: a kind of register method of the concurrent call center based on existing numbers of user comprises the steps:
The user submits personal information to described concurrent call center, mainly comprises: intend the existing number of writing to each other as trunk number, the telephone number that is used to serve as agent phone;
The user submits voice call process program file to described concurrent call center;
The user is provided with calling transfer with the described existing number of writing to each other of the submission registration of oneself, is transferred to described concurrent call center;
Described concurrent call center stores user's personal information and voice call process program file and corresponding relation thereof.
In described concurrent call center register method based on existing numbers of user, logon mode comprises website registration, note registration, call the voice customer service system registers according to the call voice prompting operation.
In described concurrent call center register method based on existing numbers of user, the user submits at least one existing communication contact number to, and this existing communication contact number comprises cell-phone number, base number, Personal Handy-phone System number, IP telephone numbers, virtual phone number.
In described concurrent call center register method based on existing numbers of user, described concurrent call center comprises at least one user.
In described concurrent call center register method based on existing numbers of user, the flow file of submitting to decompresses, discharges automatically, is stored in automatically the database storage unit of registered user's association automatically, automatically the existing telephone number of respective user registration submission.
The present invention to the concurrent call center, will make the process program file with the existing number registration of user oneself for the phone guide service that its customers provide, and also store the concurrent call center into; The concurrent call center associates storage with the two.Like this, the user uses existing numbers to become possibility for its customers provide service.
In order to solve the problem that prior art exists, the present invention also provides a kind of triggering method of the concurrent call center based on existing numbers of user.
For achieving the above object, the present invention by the following technical solutions: a kind of triggering method of the concurrent call center based on existing numbers of user comprises the steps:
Described concurrent call center is routed to the existing number of writing to each other of the described submission registration of an incoming call;
The corresponding voice call process program file of the existing number of writing to each other of described concurrent call center finding and described submission registration is carried out this process program, and the incoming call terminal is carried out speech play, guiding.
In described concurrent call center triggering method based on existing numbers of user, the existing number of writing to each other of described submission registration is cell-phone number or base number.
In described concurrent call center triggering method based on existing numbers of user, the user submits at least one existing communication contact number to, and this existing communication contact number comprises cell-phone number, base number, Personal Handy-phone System number, IP telephone numbers, virtual phone number.
Beneficial effect: the user will own existingly write to each other number registration behind the concurrent call center, when its number is called out by its customers, will transfer to described concurrent call center, the concurrent call center is found and the corresponding voice call process program of this user file, carry out this voice flow program file, with the voice guide service that this user can provide for its customers, play to this user's customers.Compare with the prior art scheme, the user does not need to change the number of writing to each other that its customers have approved and known, and has saved the expenses on publicity of new traffic contact number, has kept the unimpeded of user and its customers communication.
In order to solve the problem that prior art exists, the present invention also provides a kind of concurrent call centring system based on existing numbers of user.
For achieving the above object, the present invention by the following technical solutions: a kind of concurrent call centring system based on existing numbers of user, it is characterized in that, comprising:
Database server is used to store user's personal information and voice call process program file and corresponding relation thereof;
The communication switching service device is used to insert incoming call;
The communication switching service device is searched the corresponding voice call process program file of the existing number of writing to each other with described submission registration in described database server, carry out this process program, and the incoming call terminal is carried out speech play, guiding.
Use the concurrent call centring system based on existing numbers of user of the present invention, the user does not need to buy any hardware device, does not need to change the number of writing to each other, and just can be embodied as the service that its customers provide the audio call center.The investment of hardware device and the expenses on publicity of new contact method have been saved.
During use, compare, saved the expense of safeguarding with the center calling system that prior art provides.
Native system uses simple, is easy to grasp, and be to register also to be to use step all very easy to learn.
Description of drawings
Fig. 1 is the structural representation that the present invention is based on the concurrent call centring system of existing numbers of user;
Fig. 2 is concurrent call center registration homepage schematic diagram.
Embodiment
Can't use own original telephone number to make to call out the problem of access code in order to solve the user when the call center services of using the concurrent call centring system to provide, the invention provides a kind of concurrent call centring system based on existing numbers of user.The user can use own original telephone number to make call center's access code and register by this concurrent call centring system; After the registration, when user's the calling party of customers, will call out the concurrent call center of transferring to.
Below to being described in detail based on the concurrent call centring system of existing numbers of user and registration, triggering method:
As shown in Figure 1, the present invention is based on the concurrent call centring system of existing numbers of user, comprising: database server 1, information that the user registers at the concurrent call center and voice call process program file storage are here; Registration process hereinafter describes in detail.Communication switching service device 2, be used to insert client (the user's of concurrent call center registration client) phone 3 incoming call calling and gather the number of phone 3; Inquiry information and the voice call process program file corresponding with the called number of the incoming call that collects in database server 1 finds the back to carry out this program file, respective service is provided then.
In above-mentioned concurrent call centring system, the user can use the existing number registration of writing to each other of user to be the user, and detailed process is as follows:
1, login concurrent call center homepage as shown in Figure 2, is filled in personal information: user name, password (at least six, case sensitive, do not use the spcial character of similar " * "), user's Business Name, gateway number, switching number.Wherein the gateway number is meant gateway or the IP telephone numbers that uses as the distributed remote agent phone, do not have can inserting of the networking telephone and gateway number own other can incoming call answering number.The switching number is writing to each other or the customer service call number of using always of user, because of being used to transfer to the concurrent call center, is called the switching number at this.
2, recorded speech phone flow process.The user can the input text content use TTS (Text To Speech, i.e. " from Text To Speech ") synthetic speech file then according to oneself business or needs; Also can use voice recording, own recorded speech file.Synthetic or record finish after, can click the lead that the audition oneself of audition button is provided with, unsatisfied words can be recorded again or synthesize.Each voice call flow process corresponding one or one group of customer service call.
3, call being set shifts.Described switching number is provided with calling transfer, transfers on the trunk number at described concurrent call center.
Like this, the user is the customer call number with the own existing number of writing to each other call center system is just open-minded.If the user uses long-range seat, only need download and install general seat software again and get final product.
The trunk of described concurrent call centring system need be reserved or dilatation according to number of users and telephone traffic, and maximum can be held 57600 voice flow program files; These flow processs are to rent the medium-sized and small enterprises at concurrent call center, cause, intermediary, organ, individual oneself making, or under described concurrent call centring system keeper's guidance, make.All process program files all are stored in described database server 1 (as shown in Figure 1).
The user just can be on this platform of concurrent call center, for its customers provide service after above-mentioned concurrent call centring system is used the existing numbers registration.Detailed process is as follows:
The concurrent call center is routed to the consulting telephone of an incoming call of customer station set 3;
The user corresponding with the number of phone 3 searched at the concurrent call center in database server 1; Find the user, search the voice call process program file of this user's registration again;
This voice call process program is carried out at the concurrent call center, and the guiding voice with this user can provide for its customers play to its customers.Select to change manual service as this user's client button under the guiding of telephone prompts sound, on the agent phone number that described call center system transfers the call to the user automatically to be submitted to when registering.
In said process, described telephone number also can be cell-phone number, base number, Personal Handyphone System, virtual-number, IP telephone numbers.
Beneficial effect: the user will own existingly write to each other number registration behind the concurrent call center, when its number is called out by its customers, will transfer to described concurrent call center, the concurrent call center is found and the corresponding voice call process program of this user file, carry out this voice flow program file, with the voice guide service that this user can provide for its customers, play to this user's customers.Compare with the prior art scheme, the user does not need to change the number of writing to each other that its customers have been known, and has saved the expenses on publicity and the rent usefulness of new traffic contact number, has kept continuity that user and its customers link up, unimpeded.
The present invention is further illustrated below in conjunction with specific embodiment:
It is the concurrent call centring system of access code that certain city opens with number P, and the customer service call of normal celestial movement lawyer's office is 88771177.
Normal celestial movement lawyer's office login concurrent call center homepage is filled in personal information: user name: normal celestial movement; User's Business Name: normal celestial movement lawyer's office; Switching number: 87000606.The seat number: 13501012588, registration becomes the user at concurrent call center.
This user makes voice call process program file that adapts with its business of interface manufacture by the flow process of website: welcome to send a telegraph normal celestial movement lawyer's office, the introduction to business of this institute is please by 1; Membership service is please by 2; Fax services is please by 3; Message is please by 4; Manually answer please by 0 ...
The voice flow file can be provided with multistage, can linked database, and can related fax, message, change module such as manual service.
Made voice call process program file, the concurrent call center is set up the corresponding relation of voice call process program file and number 87000606 automatically and is left in the database server 1.
Normal celestial movement lawyer's office opens call forwarding function on phone 88771177, and be provided with calling transfer with Call Direrting to the access code P at concurrent call center.
Like this, when the client of normal celestial movement lawyer's office dials normal celestial movement lawyer's office customer service hotline number 88771177, automatically transferring call is to the number P at concurrent call center, the concurrent call center is activated, the concurrent call center collects number 88771177, call the audio call flow process program file of the normal celestial movement lawyer's office corresponding with this number that carries out aforementioned making, play: welcome to send a telegraph normal celestial movement lawyer's office, the introduction to business of this institute is please by 1; Membership service is please by 2; Fax services is please by 3; Message is please by 4; Manually answer please by 0 ...The client who calls is under the guiding of this prompt tone, and button is selected service step by step, and when button was selected manually to answer, the concurrent call center was transferred on the telephone set 13501012588 of the long-range seat of user automatically, realizes manually answering.Gather less than number 88771177 as the concurrent call center, play general signal language: welcome to send a telegraph the concurrent call centring system, hot line is registered please by 1, and business consultation is please by 2 ...
The present invention is based on the action code of depositing in the multi-user concurrent call center system of user's existing telephone number after user's name, subscriber directory number, call center's process program file, the incoming call.
| User's name | Subscriber directory number | Call center's process program file | Action after the incoming call |
| AA | 111111 333333 777777 | Call center's process program file of user AA | Carry out call center's call flow program file of AA |
| BB | 222222 | Call center's process program file of user BB | Carry out call center's call flow program file of BB |
Being found out that by table 1 user's registration telephone number can be one, also can be a plurality of, can all make calling transfer, make access code usefulness by several numbers, also can only use a number.
The above; only be the specific embodiment of the present invention, but protection scope of the present invention is not limited thereto, anyly is familiar with those skilled in the art in the technical scope that the present invention discloses; can expect easily changing or replacing, all should be encompassed within protection scope of the present invention.Therefore, protection scope of the present invention should be as the criterion with the protection range of claim.
Claims (5)
1. the register method based on the concurrent call center of existing numbers of user comprises the steps:
The user submits personal information to described concurrent call center, mainly comprises: intend the existing number of writing to each other as trunk number, the telephone number that is used to serve as agent phone;
The user submits voice call process program file to described concurrent call center;
The user is provided with calling transfer with the existing number of writing to each other of the submission registration of oneself, is transferred to described concurrent call center;
Described concurrent call center stores user's personal information and voice call process program file and corresponding relation thereof.
2. the concurrent call center register method based on existing numbers of user according to claim 1 is characterized in that, logon mode comprises website registration, note registration, call the voice customer service system registers according to the call voice prompting operation.
3. the concurrent call center register method based on existing numbers of user according to claim 1, it is characterized in that, the user submits at least one existing communication contact number to, and this existing communication contact number comprises cell-phone number, base number, Personal Handy-phone System number, virtual phone number, IP telephone numbers.
4. the concurrent call center register method based on existing numbers of user according to claim 1 is characterized in that described concurrent call center comprises at least one user.
5. the concurrent call center register method based on existing numbers of user according to claim 1, it is characterized in that, the flow file of submitting to decompresses, discharges automatically, is stored in automatically the database storage unit of registered user's association automatically, automatically the existing telephone number of respective user registration submission.
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| CN2007101640700A CN101146238B (en) | 2007-10-17 | 2007-10-17 | Concurrent call center system, registration and trigger method based on existing numbers of user |
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| CN2007101640700A CN101146238B (en) | 2007-10-17 | 2007-10-17 | Concurrent call center system, registration and trigger method based on existing numbers of user |
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| CN101146238B true CN101146238B (en) | 2010-06-16 |
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