CN101197883A - Seat call-out limitation device - Google Patents
Seat call-out limitation device Download PDFInfo
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- CN101197883A CN101197883A CNA2006101621832A CN200610162183A CN101197883A CN 101197883 A CN101197883 A CN 101197883A CN A2006101621832 A CNA2006101621832 A CN A2006101621832A CN 200610162183 A CN200610162183 A CN 200610162183A CN 101197883 A CN101197883 A CN 101197883A
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- dialing restriction
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- limiting seat
- dialing
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Abstract
The invention provides a seat call-out limiting device which comprises a management module used to set seat call-out limiting parameters; a judging module which is positioned on a server, is used to receive outgoing requests from request seats, and judges whether the call-out is permitted by calling a call-out limiting storage process and basing on the set call-out limiting parameters; and a database module used to provide the call-out limiting parameters and the call-out limiting storage process. Therefore, the invention simplifies the design of the customer service system and provides flexible and convenient black and white list function of the seat.
Description
Technical field
The present invention relates to the customer service system of the communications field, more specifically, relate to the apparatus for limiting seat calling out in a kind of customer service system.
Background technology
In present customer service system, in order to realize the seat dialing restriction, i.e. black and white lists function, general implementation method is by seat subsystem Query Database, obtains the dialing restriction data, and judges whether to allow to breathe out by the calculating of seat itself.
Below, the basic architecture of existing customer service system dialing restriction being handled with reference to Fig. 1 describes.Fig. 1 is the basic architecture that existing customer service system dialing restriction is handled.As shown in Figure 1, the basic architecture that existing customer service system dialing restriction is handled comprises automatic queue machine (ACD, down together) 102, database 104, computer communication interactive server (cti server, down together) 106, seat 108.
But the limitation of this way is because each seat all must can accessing database, thereby causes the decreased performance of whole system.Simultaneously, because the increase of database access amount has limited the capacity of seat in the system, increased the maintenance and the upgrade cost of seat.And because customization, the regionalization feature of seat dialing restriction are very strong, system is difficult to adapt to user's demand, causes the seat maintenance cost to increase.
Simultaneously, because customization, the regionalization feature request of black and white lists function are very high, the user may need to change related mechanism at any time, and the function restricting data of relevant black and white lists also very disunity and, provide the black and white lists function thereby be difficult in the Platform Server level.
Summary of the invention
In order to address the above problem, a kind of device that utilizes the cti server unification to provide the seat dialing restriction to handle is provided, it can simplify the customer service system design, and flexible seat black and white lists function is provided.
According to the present invention, a kind of apparatus for limiting seat calling out is provided, comprising: administration module is used to be provided with seat dialing restriction parameter; Judge module is positioned on the server, is used to receive the outgoing call request of attending a banquet from request, by calling the dialing restriction storing process, and based on the dialing restriction parameter that is provided with, judges whether to allow to breathe out; And database module, be used to provide dialing restriction parameter and dialing restriction storing process.
According to above-mentioned apparatus for limiting seat calling out, it is one of following that seat dialing restriction parameter comprises: breathing out allows sign, black and white lists table, area code territorial restrictions table and country's restriction to show data.
According to above-mentioned apparatus for limiting seat calling out, the dialing restriction storing process is judged successively according to the order of the predetermined dialing restriction parameter of attending a banquet.
According to above-mentioned apparatus for limiting seat calling out, when allowing to breathe out, the outgoing call request is sent to automatic queue machine, to begin to breathe out normally flow processing.According to above-mentioned apparatus for limiting seat calling out, dialing restriction is finished by server, and server can be a Computer ﹠Telephony Integration Server.
Pass through technique scheme, the present invention has realized following technique effect: according to call-out limitation device of the present invention, flow process is simple, made full use of existing customer service system architecture in the system, on existing TSAPI agreement basis, the ingenious flexibility that utilizes database store process under control flow that need not be complicated, has realized seat outgoing call limitation function.Simplified the design of customer service system greatly, improved power system capacity and stability, the excellent popularization prospect has been arranged.
Other features and advantages of the present invention will be set forth in the following description, and, partly from specification, become apparent, perhaps understand by implementing the present invention.Purpose of the present invention and other advantages can realize and obtain by specifically noted structure in the specification of being write, claims and accompanying drawing.
Description of drawings
Accompanying drawing described herein is used to provide further understanding of the present invention, constitutes the application's a part, and illustrative examples of the present invention and explanation thereof are used to explain the present invention, do not constitute improper qualification of the present invention.In the accompanying drawings:
Fig. 1 is the schematic diagram of the basic architecture of customer service system dialing restriction processing of the prior art;
Fig. 2 is the schematic diagram of the architecture of customer service system dialing restriction processing of the present invention;
Fig. 3 is the flow chart according to method for limiting seat calling out of the present invention;
Fig. 4 is the flow chart of initiating the outgoing call request with the seat operator according to method for limiting seat calling out of the present invention; And
Fig. 5 is the schematic diagram according to apparatus for limiting seat calling out structure of the present invention.
Embodiment
Below with reference to the accompanying drawings and in conjunction with the embodiments, describe embodiments of the invention in detail.
Fig. 2 is the schematic diagram of the architecture of customer service system dialing restriction processing of the present invention.As shown in Figure 2, comprising: database module 204, the storing process that provides dialing restriction configuration data and logic determines to use is provided, finish the judgement of dialing restriction; Cti server module 206 is used to provide the support of agent call function, basic calling control is provided simultaneously and judges that the conversion of responsible TSAPI agreement and CSTA agreement in the present invention, provides the judgement of dialing restriction; Seat module 208 is used to provide all-calls function and business function support, by mutual with the operator, finishes the artificial partial service function of customer service.This module is the initiation point of dialing restriction request, use be the TSAPI interface of industrywide standard, mutual with cti server; And turnkey console 210, be used to provide the maintenance function of configuration and management data.
Fig. 3 is the flow chart according to method for limiting seat calling out of the present invention.Come Fig. 3 is described below with reference to Fig. 2.
As shown in Figures 2 and 3, in the method for seat dialing restriction, carry out following steps: step S302, seat dialing restriction parameter is set; Step S304, server 206 receive from attend a banquet 208 outgoing call request of request, by calling the dialing restriction storing process, and based on the dialing restriction parameter that is provided with, judge whether to allow to breathe out; Step S306 if allow to breathe out, then according to standard agreement, handles by normal customer service system handling process; And step S308, if forbid breathing out, then return error messages and give request seat module 208, finish the exhalation flow process.
Wherein, seat dialing restriction parameter can comprise one of following: breathing out allows sign, black and white lists table, area code territorial restrictions table and country's restriction to show data.
In addition, the dialing restriction storing process can be judged successively according to the order of the predetermined dialing restriction parameter of attending a banquet.
In step S306, when allowing to breathe out, the outgoing call request can be sent to automatic queue machine 202, to begin to breathe out normally flow processing.According to standard agreement of the present invention can be the computer supported telecommunication applications agreement.
Wherein, dialing restriction is finished by server 206, and server 206 can be a Computer ﹠Telephony Integration Server.
In addition, the method for seat dialing restriction can also may further comprise the steps: in when upgrading, provide new limitation function by attend a banquet dialing restriction parameter and dialing restriction storing process of modification.
When the operator need breathe out certain phone, initiate the outgoing call request by seat 208, Operator Position System directly sends to cti server 206 with the outgoing call request.It is called that cti server 206 at first needs to judge whether to allow the operator to breathe out, and secondly, if allow to breathe out, then request sent to automatic queue machine 202, begins normal exhalation flow processing.If make mistakes, then CTI directly returns the reason code of makeing mistakes by the affirmation incident.
Seat dialing restriction mechanism, by cti server 206 call different dialing restriction determination methods provide simply, flexibly, the outgoing call restriction judgment mechanism that is easy to expand.Thereby than being easier to satisfy dialing restriction mechanism black and white lists function; When needing to upgrade simultaneously, just can provide new black and white lists limitation function by revising dialing restriction condition and processing method flexibly.
Fig. 4 is the flow chart of initiating the outgoing call request with the seat operator of the method for limiting seat calling out that the present invention relates to, describes Fig. 4 below with reference to Fig. 2.
As Fig. 2 and shown in Figure 4, the outgoing call request flow process of initiating with the seat operator illustrates implementation method of the present invention, may further comprise the steps:
Step S402, the operator initiates the request of breathing out by seat module 208.Seat module 208 receives request, is converted to telephone service application interface (TSAPI) agreement, breathes out to cti server 206 requests;
Step S404, cti server 206 receives request, is converted to relevant database interface parameter, by database 204 access interfaces, calls seat dialing restriction storing process;
Step S406, the dialing restriction storing process reads this seat dialing restriction parameter that configures, judge whether to allow to breathe out, black and white lists is pressed in judgement in proper order, the area code territorial restrictions, country's restriction is handled, and judges whether simultaneously to call out between seat, return the call blocking judged result, seat outgoing call restrictive condition and data are arranged in the turnkey console 210;
Step S408, the judged result that cti server 206 analyzing stored processes are returned if do not allow to breathe out, is then returned the failure acknowledge message and is given request seat module 208, and seat module 208 prompting operators do not allow to breathe out.The dialing restriction handling process finishes; And
Step S410 if allow to breathe out, returns the affirmation message that allows to breathe out and gives seat module 208, continues normal exhalation handling process.
Fig. 5 is the structural representation according to apparatus for limiting seat calling out 500 of the present invention.As shown in Figure 5, the device 500 of seat dialing restriction comprises: administration module 502 is used to be provided with seat dialing restriction parameter; Judge module 504 is positioned on the server, is used to receive the outgoing call request of attending a banquet from request, by calling the dialing restriction storing process, and based on the dialing restriction parameter that is provided with, judges whether to allow to breathe out; And database module 506, be used to provide dialing restriction parameter and dialing restriction storing process.
Wherein, seat dialing restriction parameter can comprise one of following: breathing out allows sign, black and white lists table, area code territorial restrictions table and country's restriction to show data.The dialing restriction storing process can be judged successively according to the order of the predetermined dialing restriction parameter of attending a banquet.
In addition, the device of seat dialing restriction can also comprise automatic queue machine, is used for normal exhalation flow processing is ranked, and dialing restriction is finished by server, and server can be a Computer ﹠Telephony Integration Server.
As can be seen from the above description, the present invention has realized following technique effect:
Seat dialing restriction implementation method and the device that the present invention relates to based on cti server, its flow process is simple, and made full use of the architecture of existing customer's service system, shield the complexity that user characteristics is many, regional disparityization is big of black and white lists function simultaneously by storing process flexibly.Implementation method that the present invention relates to and device, simplified the complexity of the processing of original black and white lists greatly, reduced the database access rate greatly, simplifying Operator Position System realizes, the stability of a system and power system capacity have been improved, the excellent popularization prospect is arranged, lower operating cost of operator, competitiveness is provided.Tangible economic benefit and social benefit are arranged.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with the general calculation device, they can concentrate on the single calculation element, perhaps be distributed on the network that a plurality of calculation element forms, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in the storage device and carry out by calculation element, perhaps they are made into each integrated circuit modules respectively, perhaps a plurality of modules in them or step are made into the single integrated circuit module and realize.Like this, the present invention is not restricted to any specific hardware and software combination.Should be understood that the variation in these concrete enforcements is conspicuous for a person skilled in the art, do not break away from spiritual protection range of the present invention.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various changes and variation.Within the spirit and principles in the present invention all, any modification of being done, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (7)
1. an apparatus for limiting seat calling out is characterized in that, comprising:
Administration module is used to be provided with seat dialing restriction parameter;
Judge module is positioned on the server, is used to receive the outgoing call request of attending a banquet from request, by calling the dialing restriction storing process, and based on the described dialing restriction parameter that is provided with, judges whether to allow to breathe out; And
Database module is used to provide described dialing restriction parameter and described dialing restriction storing process.
2. apparatus for limiting seat calling out according to claim 1 is characterized in that, it is one of following that described seat dialing restriction parameter comprises: breathing out allows sign, black and white lists table, area code territorial restrictions table and country's restriction to show data.
3. apparatus for limiting seat calling out according to claim 1 is characterized in that, described dialing restriction storing process is judged successively according to predetermined described order of attending a banquet the dialing restriction parameter.
4. apparatus for limiting seat calling out according to claim 1 is characterized in that, when allowing to breathe out, described outgoing call request is sent to automatic queue machine, to begin to breathe out normally flow processing.
5. apparatus for limiting seat calling out according to claim 1 is characterized in that described dialing restriction is finished by described server.
6. apparatus for limiting seat calling out according to claim 5 is characterized in that described server is a Computer ﹠Telephony Integration Server.
7. apparatus for limiting seat calling out according to claim 1 is characterized in that, described administration module also is used for revising described dialing restriction parameter and the described dialing restriction storing process of attending a banquet when upgrading.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2006101621832A CN101197883A (en) | 2006-12-07 | 2006-12-07 | Seat call-out limitation device |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CNA2006101621832A CN101197883A (en) | 2006-12-07 | 2006-12-07 | Seat call-out limitation device |
Publications (1)
| Publication Number | Publication Date |
|---|---|
| CN101197883A true CN101197883A (en) | 2008-06-11 |
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Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CNA2006101621832A Withdrawn CN101197883A (en) | 2006-12-07 | 2006-12-07 | Seat call-out limitation device |
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| CN (1) | CN101197883A (en) |
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101668095B (en) * | 2009-10-10 | 2012-08-29 | 北京讯鸟软件有限公司 | Outbound amount control method for call center |
| CN102685338A (en) * | 2012-04-11 | 2012-09-19 | 佳都新太科技股份有限公司 | Achievement of chip scale package (CSP) telephone traffic assembly based on Flex |
-
2006
- 2006-12-07 CN CNA2006101621832A patent/CN101197883A/en not_active Withdrawn
Cited By (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101668095B (en) * | 2009-10-10 | 2012-08-29 | 北京讯鸟软件有限公司 | Outbound amount control method for call center |
| CN102685338A (en) * | 2012-04-11 | 2012-09-19 | 佳都新太科技股份有限公司 | Achievement of chip scale package (CSP) telephone traffic assembly based on Flex |
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