CN101170608A - Call service processing method and system - Google Patents
Call service processing method and system Download PDFInfo
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- CN101170608A CN101170608A CNA2006101506800A CN200610150680A CN101170608A CN 101170608 A CN101170608 A CN 101170608A CN A2006101506800 A CNA2006101506800 A CN A2006101506800A CN 200610150680 A CN200610150680 A CN 200610150680A CN 101170608 A CN101170608 A CN 101170608A
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Abstract
The invention relates to the communication field and discloses a call service treatment method and a system. The inventive method comprises determining the calling information and calling skill of a call; determining a routing rule correspondent to the call based on the determined calling information and calling skill of the call; and adapting the call to a service treatment subsystem correspondent to the routing rule. The invention enables the call center to rapidly and accurately localize the call in the relevant service treatment subsystem, reduces the workload of business representative, and increases the treatment capacity of the call center.
Description
Technical field
The present invention relates to the communications field, relate to the integrated (Computer﹠amp of calling party computer telecommunications especially; Telephone Integration) a kind of call service processing method and the system in the field.
Background technology
The call center stems from the integrated (Computer﹠amp of computer telecommunication; Telephone Integration is called for short CTI) technology, the product that Computers and Communication is combined is that enterprise provides value added service by focusing on large quantities of callings.At the beginning of the nineties, the development of the communication technology and compunication has promoted the birth of CTI technology.So-called CTI technology just makes the integrated of the computer and the communication technology, is intended to the telecommunication path network by extending in all direction, and better brings into play the huge data-handling capacity of computer.
The call center is defined as a place that focuses on large quantities of incoming calls at first.The appearance of CTI technology then is to make the call center be considered to based on having of CTI technology powerful communication capability and a kind of system integration product of data-handling capacity.Along with the rise and the development of IT industry such as Internet letter technology, the connotation and extension of call center also constantly extends.The call center is considered to a platform now, and this platform not only has transmission capacity, also has the ability of interchange; Not only information on services can be provided, transaction can also be realized.This platform also no longer only is confined to the mode of phone, but multiple communication mediums such as phone, fax, web have been merged, especially after having carried multiple automatic application system, combine with the multiple traditional business flow process of business administration, realize computer and the fusion of communicating by letter veritably, and produced very wide application space.At present the call center has been widely used in various fields such as communication, insurance, education, finance, security, becomes that modern enterprise provides after-sale service support, reinforcement client cohesiveness, enhances competitiveness, the effective means of promotion and additional income.
At present, control at calling Access Layer (such as the CTI platform of call center) for accepting more commonly of calling, calling is classified into different technical ability, such as: complaint, suggestion, consulting or other increment technical ability are assigned to technical ability different business agents simultaneously.After customer call is linked into the call center, the key information (user chooses different business by button) that the CTI platform is selected according to the user, calling is classified as different calling technical ability, busy not busy information according to current technical ability seat, route the call on the corresponding processing seat, carry out artificial treatment according to requirement of client by the business agent.
Yet control at Access Layer, though client's calling can be inserted correct processing seat, but just routing the call to the processing seat is handled by the business agent, for integrated service representative with multiple calling technical ability, before accepting this call business, brief information that can't current in advance calling calling, such as current calling is to complain or the concrete business of consulting, and be merely able in the call business processing procedure, know the concrete business of current calling, artificial selection corresponding service processing system handles, and this method is unfavorable for professional fast processing.
Development along with technology, the processing of call business for convenience, in call center's transaction processing system, classify according to calling out technical ability, to call out and simply classify as value-added service calling, call center's Business Processing technical ability etc., simultaneously, carry out the static code design at service application layer, make when calling out the seat that arrives the business agent who has respective call technical ability, the Business Processing application system is according to calling out technical ability information, automatically spring open the corresponding service processing system interface, will call out and initiatively be fitted in the corresponding service processing system.
Yet according to the calling technical ability that the key information of calling customer is determined, support call technical ability sort merge factor is limited, and calling technical ability classification autgmentability is not strong, causes professional adaptive flexibility deficiency.In addition, this method realizes professional adaptive, mainly realizes in the realization program, need carry out the static code design at service application layer, a little less than the function expansibility.Especially, at present a lot of outsourcing call centers adopt the tupe of resource outsourcing, seat need be handled the business of a plurality of Virtual Call Center, under this kind situation, the call center inserts with same access code for a plurality of outsourcings, but the different situation of selecting of type of service is used this method not support and is opened corresponding transaction processing system interface, outsourcing call center automatically, needs artificial selection corresponding service processing system.
Summary of the invention
The invention provides a kind of call service processing method, access to the corresponding service processing subsystem fast and accurately to realize to call out.
The present invention also provides a kind of call business treatment system, accesses to the corresponding service processing subsystem fast and accurately to realize calling out.
Call service processing method provided by the invention comprises:
Determine the call information of calling out and call out technical ability;
According to the call information and the calling technical ability of described calling, determine the described corresponding routing rule of calling out;
Described calling is fitted to described routing rule corresponding service processing subsystem.
Call business treatment system provided by the invention comprises:
The call information reading unit is used to read the call information of described calling, determines the calling technical ability of described calling;
The routing rule database is used to store the routing rule default according to call information;
Call out adaptation unit, be used for the call information according to described calling, described calling technical ability, inquire about described routing rule database, determine the described corresponding routing rule of calling out;
Service process subsystem is used to described calling that call service is provided;
Call out routing unit, be used for described calling being routed to described regular corresponding service processing subsystem according to the corresponding routing rule of described calling.
As can be seen from the above technical solutions, because the present invention preserves the routing rule database that is provided with according to call information in the call business treatment system, insert when having the business agent of respective call technical ability will calling out, according to calling out technical ability and call information, in the routing rule database, inquire about the routing rule of this technical ability correspondence, according to routing rule, calling is fitted to the route target address of this routing rule correspondence, promptly in the corresponding service processing subsystem.The present invention has realized that the call center is to calling out fast, accurately navigate to the function of corresponding service processing subsystem, reduced the workload that the business agent selects, improved the disposal ability of call center, strengthened the automatic adaptive flexibility of call business system, especially under the scene for the product that in the transaction processing system at call business center, adopts different providers, outsourcing call center, the present invention can provide a call business system adaptation scheme preferably, and having realized can be according to the accurate location of concrete call information to service process subsystem.
Description of drawings
Fig. 1 is the method flow schematic diagram among the embodiment 1;
Fig. 2 is the call business treatment system structural representation among the embodiment 2;
Fig. 3 is the call business treatment system structural representation among the embodiment 3.
Embodiment
Core concept of the present invention is by according to call information configuration routing rule information, when calling out access, except according to calling out the technical ability, also according to routing rule information, will call out and be fitted to routing rule corresponding service processing subsystem automatically.
In order to make those skilled in the art better understand content of the present invention, content of the present invention is described in further detail below with reference to accompanying drawing and specific embodiment:
Embodiment 1:
The inventive method at first with more excellent database configuration pattern, the configuration that the adaptive routing rule database of call business is provided is described in order better to illustrate, the configuration of this database is as follows:
In database (perhaps file), increase rule, call out the corresponding configuration datas such as mapping relations of technical ability and the corresponding relation of described rule, described rule and route, be used for the processing target of Dynamic matching the best when the calling route is adaptive:
Wherein rule comprises following information:
A) rule sign
B) rule description
C) rule application scope
D) rale element
E) the dynamic value mode of rale element
Wherein, rale element is the component that call business is handled intelligent automatic adaptation rule, including but not limited to call informations such as calling number, called number, client's ownership place, client's brand, business agent districts and cities, original calling number, original called number, types of service.
Rale element is in different rules, and the value mode that possibility is corresponding different can adopt different value mode under the perhaps same rule.Such as the same rale element that is client's ownership place equally, will obtain from the local data access modes and exist in 114 transaction processing systems of local data bank, and the customer service business system can obtain from the third party system by interface mode, in order to support the scene of value requirement so flexibly, pass through rale element---the dynamically configuration of value mode, the dynamic-configuration of the value mode of implementation rule element under Different Rule, dynamically value mode is supported dynamic-configuration operations such as user's insertion, renewal, inquiry, deletion.
Rale element comprises following information in database:
A) rale element sign
B) rale element is described
C) rale element range of application
D) the static value field of rale element
E) the static display field of rale element
For the dynamic-configuration of implementation rule element, the dynamic adjustment of implementation rule element, rale element is supported operations such as user's insertion, renewal, inquiry, deletion.Make the user can dispose the rale element in each rule according to actual needs.
Wherein, the dynamic value mode of rale element comprises following information:
A) value mode sign
B) value mode is described
C) value is called sign
D) parameter string
Route comprises following information:
A) Route Distinguisher
B) route is described
C) rule string
D) route range of application
E) route-type
F) route target address
The target of route target address correspondence mainly is to be used for corresponding service processing subsystem after calling enters operation system, such as 114 treatment system URL, 1258 operation system URL.The configuration route target mainly contains the information such as title, routing address of Dynamic Definition route target.
For the ease of the expansion of follow-up integrated system, realize the dynamic adjustment of route target, route target is supported operations such as user's insertion, renewal, inquiry, deletion.Make the user can dispose each route target according to actual needs.
Rule comprises following information with the mapping relations of route:
A) service regulation sign
B) Route Distinguisher
Just can arrive the related of operation system by implementation rule by rule with the mapping relations of route, realization routes the call to the route target address of the route of corresponding Route Distinguisher correspondence, i.e. corresponding service processing subsystem.
The corresponding relation of calling out technical ability and rule comprises following information:
A) call out the technical ability sign
B) rule sign
C) regular corresponding priorities is other
Providing and call out technical ability and regular corresponding relation, mainly is the rule of configuration call technical ability, technical ability correspondence, the priority level information of rule.Thereby,, realized an ability of calling out diversified route under the technical ability by the corresponding relation of configuration call technical ability with rule for realizing the intelligent configuration data that core is provided of call business processing.Such as, the situation that has 114 operation systems of many districts and cities by the mapping relations of configuration rule and route, is associated with the calling of 114 families men technical ability on the rule to different districts and cities, after calling enters, can recognize automatically on the corresponding service processing target like this.
In order to realize calling out the dynamic-configuration of technical ability and the corresponding relation of rule, call out technical ability and support operations such as user's insertion, renewal, inquiry, deletion with the corresponding relation of rule.Make the user according to actual needs configuration call technical ability with the rule corresponding relation.
Below introduce and utilize this routing rule database, use the inventive method to realize the call business processing.Be illustrated in figure 1 as the method flow schematic diagram of present embodiment, as shown, this method may further comprise the steps:
Step 101: call out and insert.
Step 102: determine call information, determine to call out technical ability.
Calling is read call information after arriving the call center, determines the calling technical ability that this calling is corresponding, owing to determine that the process of the calling technical ability that described calling is corresponding is same as the prior art, determines according to user key-press DTMF sign indicating number usually, therefore is not described in detail here.
Step 103: inquiry routing rule database, determine to call out corresponding routing rule.
According to calling out technical ability, the rule of this calling technical ability correspondence of inquiry in the routing rule database, if should call out the corresponding more than one rule of technical ability, can choose the highest rule of priority level as the current routing rule of calling out correspondence by predetermined strategy; If in the routing rule database, inquire the not corresponding any rule of this calling technical ability, can be with the default of system routing rule as current calling.
Step 104: matched rule is fitted to this routing rule corresponding service processing subsystem with calling.
With each rale element in the call information rule of correspondence,,, or determine the value of each rale element in the rule by interface mode visit third party system by the visit local data according to the value mode of respective rule element.
After each rale element value finished, matched rule according to the mapping relations of rule with route, was determined the route target address of rules results correspondence, routes the call to this route target address, promptly finally is used to handle the service process subsystem of calling.
Can carry out different processing such as certain call center at big customer and normal client, for big customer's service and the scene of handling for the request of normal client, big customer's management system and common Operator Position System by independent separate, dedicated carry out service handling, for business agent with integrated treatment technical ability, if use art methods, the customer representative need be switched in different systems, and use the inventive method, at first pre-defined two rules, each parameter of composition rule, be that rale element is by calling out technical ability, levels of clients, call business is handled the routing rule of technical ability, as shown in Table 1:
Table one: routing rule table
| Call out technical ability | Rule name | The rale element value | The route target address |
| Call out technical ability 1 | Big customer's routing rule | Levels of clients: big customer | Big customer's transaction processing system |
| Call out technical ability 1 | The normal client routing rule | Levels of clients: normal client | The ordinary customer service transaction processing system |
After calling enters, determine to call out technical ability according to the key information of calling out; According to calling out technical ability, according to calling out the corresponding relation of technical ability, search the rule of this calling technical ability correspondence with rule, suppose that this calling technical ability is: call out technical ability 1, call out technical ability 1 corresponding big customer's routing rule, normal client routing rule respectively; According to the value coupling of the rale element in each rule, the rale element in each rule is levels of clients here, and determining of levels of clients generally is to determine according to calling number; After having determined rale element (levels of clients) value (big customer or normal client), the definite rule that should choose, the route target address corresponding according to selected rule, calling is fitted to corresponding service processing subsystem (big customer's transaction processing system or ordinary customer service transaction processing system), the business agent can directly carry out Business Processing according to the system that opens, and need not manual switching.
Therefore, because the embodiment of the invention is on the basis according to calling technical ability route, further according to the routing rule that constitutes of other call informations that can get access to, select the corresponding service processing subsystem, with respect to prior art, the embodiment of the invention has realized the function that fast, accurately navigate to corresponding service processing subsystem of call center to calling out, and has reduced the workload of business agent's artificial selection, has improved the disposal ability of call center.
Same, owing to when calling accessed to the business agent, directly route the call to the corresponding service processing subsystem, realized the close coupling between Business Processing and the Access Layer.
Further, because the embodiment of the invention can corresponding a plurality of routing rules for same call technical ability, be used in the transaction processing system at call business center under the scene of the product that adopts different providers, outsourcing call center the service dispatching behind a plurality of different business systems integrated especially.
Embodiment 2:
Be illustrated in figure 2 as the call business treatment system structural representation of present embodiment, as shown, native system comprises:
Call information reading unit 201 is used to read the call information of described calling, and determines the calling technical ability of current calling.
This routing rule comprises: the mapping relations of rule, the corresponding relation of calling out technical ability and rule, rule and route.Wherein said rule comprises: rale element and rale element value mode.Wherein rale element is including but not limited to call informations such as calling number, called number, client's ownership place, client's brand, business agent districts and cities, original calling number, original called number, types of service.
The routing rule database of being introduced among the concrete configuration of this routing rule database 202 and the embodiment 1 is not in like manner given unnecessary details at this.
Call out adaptation unit 203, be used for according to call information, the described calling technical ability of calling out, inquiry routing rule database 202 is determined the described corresponding routing rule of calling out.
Call out routing unit 205, be used for described calling being routed to described regular corresponding service processing subsystem 204 according to calling out the routing rule that adaptation unit 204 is determined.
Therefore, because in the call business treatment system, disposed routing rule database 202, make calling routing unit 205 when calling is linked into the business agent according to current calling, further select definite current calling corresponding service processing subsystem 204 according to the routing rule of routing rule database 202 configurations according to calling out adaptation unit 205, with respect to prior art, embodiment of the invention system has realized that the call center is quick to what call out, accurately navigate to service process subsystem 204, reduced the workload of business agent's artificial selection, the disposal ability of call center is provided.
Simultaneously, owing to when calling out routing unit 205 calling being accessed to the business agent, directly route the call to corresponding service processing subsystem 204, realized the close coupling between Business Processing and the Access Layer.
Embodiment 3:
Be illustrated in figure 3 as the structural representation of present embodiment system, as shown, different is that the present embodiment system further comprises with respect to embodiment 2 in the present embodiment system:
Routing rule database configuration unit 206 is used for supplying the user by insertion, renewal, deletion action, configuration routing rule database 202.
The user can by routing rule database configuration unit 206, carry out dynamic-configuration to route rule database 203 according to actual needs.
Therefore, owing to increased routing rule database configuration unit 206, realized the dynamic-configuration of routing rule database 202, make the call business treatment system have more flexibility, the extensibility of system is stronger.
More than a kind of call service processing method and system that the embodiment of the invention provided are described in detail, used specific case herein principle of the present invention and execution mode are set forth, the explanation of above embodiment just is used for helping to understand method of the present invention and core concept thereof; Simultaneously, for one of ordinary skill in the art, according to thought of the present invention, the part that all can change in specific embodiments and applications, in sum, this description should not be construed as limitation of the present invention.
Claims (11)
1. a call service processing method is characterized in that, comprising:
Determine the call information of calling out and call out technical ability;
According to the call information and the calling technical ability of described calling, determine the described corresponding routing rule of calling out;
Described calling is fitted to described routing rule corresponding service processing subsystem.
2. call service processing method according to claim 1 is characterized in that, according to the call information and the calling technical ability of described calling, by the inquiry routing rule database default according to call information, determines described routing rule.
3. call service processing method according to claim 2, it is characterized in that, presetting of described routing rule database, concrete mapping relations by configuration rule in database, calling technical ability and the corresponding relation of described rule, described rule and route realize that wherein said rule comprises: the value mode of rale element and described rale element.
4. call service processing method according to claim 3 is characterized in that, described routing rule database is supported the operation of user's dynamic-configuration.
5. call service processing method according to claim 3 is characterized in that, described rale element is: described call information.
6. according to claim 3,4 or 5 described call service processing methods, it is characterized in that the value mode of described rale element comprises:
The visit local data obtains the value of described rale element;
Visit third party system obtains the value of rale element.
7. according to claim 3,4 or 5 described call service processing methods, it is characterized in that the corresponding relation of described calling technical ability and described rule comprises: the priority level of described rule.
8. call service processing method according to claim 7 is characterized in that, is determining described the calling in the corresponding routing rule step, specifically chooses: the highest rule of priority level of the rule of described calling technical ability correspondence, and as described routing rule.
9. a call business treatment system is characterized in that, described system comprises:
The call information reading unit is used to read the call information of described calling, determines the calling technical ability of described calling;
The routing rule database is used to store the routing rule default according to call information;
Call out adaptation unit, be used for the call information according to described calling, described calling technical ability, inquire about described routing rule database, determine the described corresponding routing rule of calling out;
Service process subsystem is used to described calling that call service is provided;
Call out routing unit, be used for described calling being routed to described regular corresponding service processing subsystem according to the corresponding routing rule of described calling.
10. call business treatment system according to claim 8 is characterized in that, described routing rule comprises:
The mapping relations of rule, calling technical ability and the corresponding relation of described rule, described rule and route, wherein said rule comprises: the value mode of rale element, described rale element.
11., it is characterized in that described system further comprises according to claim 9 or 10 described call business treatment systems:
Routing rule database configuration unit is used for for the described database of user's dynamic-configuration.
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|---|---|---|---|
| CNA2006101506800A CN101170608A (en) | 2006-10-23 | 2006-10-23 | Call service processing method and system |
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|---|---|---|---|
| CNA2006101506800A CN101170608A (en) | 2006-10-23 | 2006-10-23 | Call service processing method and system |
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Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
| CN102752465A (en) * | 2012-06-12 | 2012-10-24 | 深圳市深海捷科技有限公司 | Calling system and calling method of intelligent router |
| CN103973906A (en) * | 2014-04-14 | 2014-08-06 | 深圳市深海捷科技有限公司 | Intelligent query method and system of call center |
| CN104639773A (en) * | 2015-01-08 | 2015-05-20 | 中国联合网络通信集团有限公司 | Interactive method of terminal and call center, terminal and ACD (Automatic Call Distribution) equipment |
| CN105446799A (en) * | 2014-08-22 | 2016-03-30 | 阿里巴巴集团控股有限公司 | Method and system for performing rule management in computer system |
| CN107333332A (en) * | 2017-07-20 | 2017-11-07 | 中通服软件科技有限公司 | A kind of method with prefabricated rule distribution access type communication service resource |
| CN108696647A (en) * | 2017-04-10 | 2018-10-23 | 北京京东尚科信息技术有限公司 | The method and apparatus of phone routing |
| CN110121009A (en) * | 2018-02-06 | 2019-08-13 | 北京京东尚科信息技术有限公司 | A kind of method and apparatus of distribution technical ability configuration |
| CN110475031A (en) * | 2019-07-26 | 2019-11-19 | 招联消费金融有限公司 | Calling system, call processing method, server and readable storage medium storing program for executing |
| WO2021218766A1 (en) * | 2020-04-30 | 2021-11-04 | 华为技术有限公司 | Border gateway protocol based route selection method and network device |
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2006
- 2006-10-23 CN CNA2006101506800A patent/CN101170608A/en active Pending
Cited By (12)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102546989A (en) * | 2010-12-07 | 2012-07-04 | 中国电信股份有限公司 | Method and system for fast switching of complex telephone traffic |
| CN102546989B (en) * | 2010-12-07 | 2016-08-03 | 中国电信股份有限公司 | The quick forwarding method of complex telephone traffic and system |
| CN102752465A (en) * | 2012-06-12 | 2012-10-24 | 深圳市深海捷科技有限公司 | Calling system and calling method of intelligent router |
| CN103973906A (en) * | 2014-04-14 | 2014-08-06 | 深圳市深海捷科技有限公司 | Intelligent query method and system of call center |
| CN105446799A (en) * | 2014-08-22 | 2016-03-30 | 阿里巴巴集团控股有限公司 | Method and system for performing rule management in computer system |
| CN104639773A (en) * | 2015-01-08 | 2015-05-20 | 中国联合网络通信集团有限公司 | Interactive method of terminal and call center, terminal and ACD (Automatic Call Distribution) equipment |
| CN108696647A (en) * | 2017-04-10 | 2018-10-23 | 北京京东尚科信息技术有限公司 | The method and apparatus of phone routing |
| CN107333332A (en) * | 2017-07-20 | 2017-11-07 | 中通服软件科技有限公司 | A kind of method with prefabricated rule distribution access type communication service resource |
| CN107333332B (en) * | 2017-07-20 | 2020-05-12 | 中通服软件科技有限公司 | Method for distributing access type communication service resource by using prefabricated rule |
| CN110121009A (en) * | 2018-02-06 | 2019-08-13 | 北京京东尚科信息技术有限公司 | A kind of method and apparatus of distribution technical ability configuration |
| CN110475031A (en) * | 2019-07-26 | 2019-11-19 | 招联消费金融有限公司 | Calling system, call processing method, server and readable storage medium storing program for executing |
| WO2021218766A1 (en) * | 2020-04-30 | 2021-11-04 | 华为技术有限公司 | Border gateway protocol based route selection method and network device |
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