CN101197881A - Wide area central control call centre system - Google Patents
Wide area central control call centre system Download PDFInfo
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- CN101197881A CN101197881A CNA2006101621245A CN200610162124A CN101197881A CN 101197881 A CN101197881 A CN 101197881A CN A2006101621245 A CNA2006101621245 A CN A2006101621245A CN 200610162124 A CN200610162124 A CN 200610162124A CN 101197881 A CN101197881 A CN 101197881A
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Abstract
The invention relates to a wide-area centralized control call center system which comprises: front-end computers and the space distribution modules thereof which are positioned in each district and city, access service requests of users in different places and forward, and manage calls and answers belonging to agent seats; a central queuing machine which queues all service requests of the users and returns the distributed result of idle agent seats to the modules of the front-end computers; agent seats distributed in spatial groups which are positioned at each district and city and provide concrete service for service requests of the users. The system has centralized equipment, only directly places a module at each district and city, accesses calls from districts and cities through the modules; further by the unified management of the equipment and the agent seats, the system realizes the communication of the agent seats in different districts and cities, reduces the long-distance trunk occupation, improves the satisfaction of the users, realizes the utmost utilization of call resources, and saves cost for the office party.
Description
Technical field
The present invention relates to call center system, be specifically related to a kind of wide area centralized control call center system.
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 114,10000 in telecommunications industry etc.Substantially all be to adopt (one) prefectures and cities to build a cover call center respectively in a province at present, perhaps (two) set up a cover call center at the province center, and other districts and cities insert by toll trunk.
More than (one), (two) dual mode have following defective:
Mode (one): 1) adopt multiple spot layout, arrange background server at multiple spot simultaneously in prefectures and cities, and other various devices, just increased the investment of integral device so undoubtedly; 2) because equipment disperses to place, the unified management problem of call center is difficult to solve; 3) subscriber phone of these districts and cities can only be called out the seat of these districts and cities.Number calling just can not be linked in the seat of other districts and cities if the user of these districts and cities does not add toll switch by hand, even other districts and cities can provide the seat free time of this service equally, the user can not be linked into this idle seat.
Mode (two): waste toll trunk resource.
Summary of the invention
The technical issues that need to address of the present invention provide a kind of wide area centralized control call center system, can unify also administer calls center easily, more can reduce the toll trunk resource occupation, and the maximum utilization of realization call resources, improve user's satisfaction, set up the customer service system of intercommunication in the wide scope.
Above-mentioned technical problem of the present invention solves like this, and a kind of wide area centralized control call center system is provided, and comprising:
Front end processor and spatial distribution module thereof: be positioned at prefectures and cities, insert corresponding districts and cities user service request and transmit, manage calling of its ownership manual position simultaneously and answer process to the center queue machine;
Center queue machine: user's service request of all front end processor module forwards is ranked and the idle manual position result that will distribute returns to the front end processor module that inserts this user's service request;
The manual position that the space distributes in groups: every group is positioned at districts and cities, by the front end processor module management that belongs to same districts and cities, for the described user's service request of the prefectures and cities that comprise these districts and cities provides concrete service.
According to call center system provided by the invention, described spatial distribution module is a plurality of.
According to call center system provided by the invention, described idle manual position belongs to the front end processor module that inserts this user's service request.
According to call center system provided by the invention, described idle manual position is the arbitrary front end processor module except that the front end processor module that inserts this user's service request.
According to call center system provided by the invention, described idle manual position result can also be empty, and corresponding front end processor module notice also discharges this user's service request.
According to call center system provided by the invention, described center queue machine is provided with the CTI module, and each described front end processor module can independently be carried out interacting message with the CTI module.
According to call center system provided by the invention, described front end processor module is unified numbering in described system.
According to call center system provided by the invention, described manual position is unified numbering in described system.
According to call center system provided by the invention, the front end processor module numbering under the whole manual positions of each described front end processor module records.
Wide area centralized control call center system provided by the invention, because equipment is concentrated, and is convenient to realize the unified management of call center, can realize seat and user's intercommunication of different districts and cities, directly put a module in prefectures and cities, the calling of prefectures and cities directly inserts by this module, reduces toll trunk and takies, and therefore uses the present invention, can improve user's satisfaction, realize the maximum utilization of call resources, realize the unified management of call center, for saving cost in office side.
Description of drawings
Further the present invention is described in detail below in conjunction with the drawings and specific embodiments.
Fig. 1 is a wide area centralized control call center system structural representation of the present invention.
Fig. 2 is the service providing method schematic flow sheet of wide area centralized control of the present invention call center.
Embodiment
At first, call center system of the present invention is described, as shown in Figure 1, mainly comprises:
Front end processor: be made up of a plurality of modules, each module all supports computer support telecommunication to use computer Support Telecommunication Apply, is called for short the CSTA function, and is connected with seat through queue machine; The main call operation of one or several subscriber phone and agent phone of realizing is handled; Each module can independently be carried out interacting message with CTI.
Queue machine: have conformability computer telephone Computer Telephony Integration, be called for short the CTI function, the main queuing request of handling, the idle seat and the notice of searching calling party place districts and cities 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 from other districts and cities and also this agent phone are returned in queuing result's mode.
Seat system: provide unified artificial centralized services center, for the user provides unified manual service.
Second, the service providing method of wide area centralized control of the present invention call center is described, 1. at first manual position in when registration, send registration message to queue machine, queue machine sends to corresponding front end processor module CSTA process with registration message, and each module of front end processor all writes down the module No. of the front end processor under this agent phone; 2. process user inserts, and idiographic flow comprises as shown in Figure 2:
210) customer call wide area centralized control call center access code;
220) after the custom calling service access code inserts the front end processor modules A, this module will send message to the idle seat of queue machine application;
Return idle seat number according to queue machine and be divided into two kinds of situations, wherein situation one comprises:
230) queue machine returns the idle manual position number A that belongs to this access front end processor modules A to inserting the front end processor modules A;
240) insert the front end processor modules A and exhale logical idle manual position A.
Situation two comprises:
231) queue machine returns the idle manual position number B that belongs to front end processor module B to inserting the front end processor modules A;
241) inserting the front end processor modules A is connected to subscriber phone the front end processor module B at idle seat number B place and will calls out the front end processor module B that control is given this free time seat number B place; Promptly
251) front end processor module B exhales logical idle manual position B.
Step 231), 241) and 251) queue machine is not sought idle seat and this agent phone is returned this user is inserted the place modules A from other districts and cities by certain strategy when promptly having idle seat in these districts and cities; When Ruo Ben districts and cities and other districts and cities did not all have idle seating and can use, then queue machine can be given front end processor by return results, notifies the user by front end processor, and discharges this calling.
At last, wide area centralized control call center system structure of the present invention is described, consistent with the structure of current main-stream call center: call function and business function are separated, can be in order to adapt to the needs of different user, different business, the business function change is bigger, and call function is then more stable.Therefore, adopt call center system of the present invention can reduce the investment of equipment, be more convenient for the management of call center.After user's incoming call, front end processor module by the place sends to queue machine with message, queue machine is searched the idle seat that corresponding technical ability is arranged in the call center, the result notification of will lining up then goes to connect the module at the agent phone place of appointment for this module of front end processor, after the front end processor module at agent phone place is received user's incoming call, send to corresponding seat by the CTI module in the queue machine.The calling system of setting up with this mode can be finished and monitor/chip in, the single step meeting, and the recording of recording/whole process, functions such as playback have realized the unified management of wide area call center simultaneously.
Claims (9)
1. a wide area centralized control call center system is characterized in that, comprising:
Front end processor and spatial distribution module thereof: be positioned at prefectures and cities, insert corresponding districts and cities user service request and transmit, manage calling of its ownership manual position simultaneously and answer process to the center queue machine;
Center queue machine: user's service request of all front end processor module forwards is ranked and the idle manual position result that will distribute returns to the front end processor module that inserts this user's service request;
The manual position that the space distributes in groups: every group is positioned at districts and cities, by the front end processor module management that belongs to same these districts and cities, for the described user's service request of the prefectures and cities that comprise these districts and cities provides concrete service.
2. according to the described call center system of claim 1, it is characterized in that described spatial distribution module is a plurality of.
3. according to the described call center system of claim 1, it is characterized in that described idle manual position belongs to the front end processor module that inserts this user's service request.
4. according to the described call center system of claim 1, it is characterized in that described idle manual position is the arbitrary front end processor module except that the front end processor module that inserts this user's service request.
5. according to the described call center system of claim 1, it is characterized in that described idle manual position result can also be empty, corresponding front end processor module notice also discharges this user's service request.
6. according to the described call center system of claim 1, it is characterized in that described center queue machine is provided with the CTI module, each described front end processor module can independently be carried out interacting message with the CTI module.
7. according to the described call center system of claim 1, it is characterized in that described front end processor module is unified numbering in described system.
8. according to the described call center system of claim 1, it is characterized in that described manual position is unified numbering in described system.
9. according to claim 7 or 8 described call center systems, it is characterized in that the front end processor module numbering under the whole manual positions of each described front end processor module records.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2006101621245A CN101197881A (en) | 2006-12-05 | 2006-12-05 | Wide area central control call centre system |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2006101621245A CN101197881A (en) | 2006-12-05 | 2006-12-05 | Wide area central control call centre system |
Publications (1)
| Publication Number | Publication Date |
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| CN101197881A true CN101197881A (en) | 2008-06-11 |
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| Application Number | Title | Priority Date | Filing Date |
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| CNA2006101621245A Withdrawn CN101197881A (en) | 2006-12-05 | 2006-12-05 | Wide area central control call centre system |
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| CN (1) | CN101197881A (en) |
Cited By (7)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
| CN102595003A (en) * | 2011-01-14 | 2012-07-18 | 中兴通讯股份有限公司 | Calling center and realization method thereof |
| CN103037114A (en) * | 2011-10-08 | 2013-04-10 | 中国移动通信集团江苏有限公司 | Method and system for calling interior wiring inserting numbers |
| CN104639774A (en) * | 2013-11-12 | 2015-05-20 | 中国移动通信集团江苏有限公司 | Queuing machine management method and device |
| CN103037114B (en) * | 2011-10-08 | 2016-12-14 | 中国移动通信集团江苏有限公司 | A kind of method and system of calling interior wiring inserting numbers |
| CN107147817A (en) * | 2017-05-19 | 2017-09-08 | 青牛（北京）技术有限公司 | Virtual Call Center system and its operating method |
| CN107749932A (en) * | 2012-03-26 | 2018-03-02 | 阿菲利蒂国际控股有限公司 | For method, system and the product of ranking to be carried out to individual in contact center system |
-
2006
- 2006-12-05 CN CNA2006101621245A patent/CN101197881A/en not_active Withdrawn
Cited By (10)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
| CN102595003A (en) * | 2011-01-14 | 2012-07-18 | 中兴通讯股份有限公司 | Calling center and realization method thereof |
| WO2012094873A1 (en) * | 2011-01-14 | 2012-07-19 | 中兴通讯股份有限公司 | Call center and implementing method thereof |
| CN102595003B (en) * | 2011-01-14 | 2015-03-25 | 中兴通讯股份有限公司 | Calling center and realization method thereof |
| CN103037114A (en) * | 2011-10-08 | 2013-04-10 | 中国移动通信集团江苏有限公司 | Method and system for calling interior wiring inserting numbers |
| CN103037114B (en) * | 2011-10-08 | 2016-12-14 | 中国移动通信集团江苏有限公司 | A kind of method and system of calling interior wiring inserting numbers |
| CN107749932A (en) * | 2012-03-26 | 2018-03-02 | 阿菲利蒂国际控股有限公司 | For method, system and the product of ranking to be carried out to individual in contact center system |
| CN107749932B (en) * | 2012-03-26 | 2021-12-10 | 阿菲利蒂有限公司 | Method, system, and article of manufacture for ranking individuals in a contact center system |
| CN104639774A (en) * | 2013-11-12 | 2015-05-20 | 中国移动通信集团江苏有限公司 | Queuing machine management method and device |
| CN107147817A (en) * | 2017-05-19 | 2017-09-08 | 青牛（北京）技术有限公司 | Virtual Call Center system and its operating method |
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