CN101610321A - The implementation method of function of training telephone operators in a kind of call center system - Google Patents
The implementation method of function of training telephone operators in a kind of call center system Download PDFInfo
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- CN101610321A CN101610321A CNA200810067920XA CN200810067920A CN101610321A CN 101610321 A CN101610321 A CN 101610321A CN A200810067920X A CNA200810067920X A CN A200810067920XA CN 200810067920 A CN200810067920 A CN 200810067920A CN 101610321 A CN101610321 A CN 101610321A
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Abstract
The invention discloses the implementation method of function of training telephone operators in a kind of call center system, it may further comprise the steps: application server is taught operator's session initial protocol software terminal startup to be taught function by the general seat software notice when receiving the guidance request; The session initial protocol software terminal of being taught the operator sends to the session initial protocol software terminal of coach side after with the sound mixing of operator and customer communication in real time, by the session initial protocol software terminal broadcast of coach side.The inventive method is owing to utilized operator's SIP (session initiation protocol) software terminal to teach the operator to realize, made full use of the advantage of next generation network, its realization flow is simple, simplified former flow process greatly, do not need equipment such as media server are customized transformation, the success rate height of teaching, stability are high, and do not need to take the conferencing resource of media server in the guidance process.
Description
Technical field
The present invention relates to the traffic processing method in a kind of data communication field, specifically, relate to a kind of when realizing operator and customer communication in the call center system of next generation network the implementation method of coach function.
Background technology
In present call center system based on next generation network, service quality for supervision and raising operator, when application need is customer service the operator, administrative staff can listen to the voice content of operator and customer communication, when administrative staff find that the operator can not solve client's problem effectively, administrative staff can come to teach operator's work for the operator extends efficient help with this with the mode of chipping in, and promptly finish coach function.
This moment, administrative staff served as coach's role, and for the client has brought conforming experience, the client can only hear for the operator's of his service sound, can not hear the speech of coach side; And client's speech coach side and operator can both hear.
As shown in Figure 1, what existing call center system realized way is: 1, the operator of guidance need to select in coach side, and the request of will training of the software of attending a banquet of coach side sends to application server; 2. control appliance such as application server is applied for conferencing resource in resource apparatus such as media server; 3. media server is responded and is applied for successfully; 4. will be taught the operator to add the meeting of applying for; 5. will add the meeting of applying for the client of this operator's conversation; 6. the side of coach is joined meeting, this moment, coach side just can hear the voice content of being taught operator and customer communication; 7. stop to teach or during operator and client's end of conversation, application server breaks the side of coach from meeting as the coach; 8, application server is with the client, broken from meeting by the operator that taught; 9, the conferencing resource of being applied for is deleted in the application server request.
There is following tangible deficiency in present this mode:
At first, owing to need the client can not hear the sound of coach side, and media server can only be realized only listening, only says or hear each side in the meeting at present, but can't realize above-mentioned special function, therefore need carry out complicated specific customization modification to media server, and need to introduce the complicated signaling and the flow process of customization;
Secondly, the interactive step of prior art is too many, has increased the complexity of system, and is prone to guidance failure, the bad phenomenon of guidance effect;
Once more, in the existing techniques in realizing method, each guidance all needs to take the conferencing resource of media server or other resource apparatus, when application server can not in please arrive resource the time, certainly will cause to teach and fail;
At last, existing techniques in realizing mode networking complexity, and media server need dispose a large amount of conferencing resources, increased system cost.
Therefore, prior art has yet to be improved and developed.
Summary of the invention
The implementation method that the purpose of this invention is to provide function of training telephone operators in a kind of call center system, be implemented in need not be complicated the control flow and the situation of the conferencing resource of media server under, can realize coach function.
Technical scheme of the present invention comprises:
The implementation method of function of training telephone operators in a kind of call center system, it may further comprise the steps:
A, application server are taught operator's session initial protocol software terminal startup to be taught function by the software notice of attending a banquet when receiving the guidance request;
B, the session initial protocol software terminal of being taught the operator send to the session initial protocol software terminal of coach side after with the sound mixing of operator and customer communication in real time, are play by the session initial protocol software terminal of coach side.
Described implementation method, wherein, described step B also carries out following operation simultaneously:
Described session initial protocol software terminal of being taught the operator receives the audio data stream from coach side session initial protocol software terminal, and the audio data stream that itself and client are sent carries out audio mixing and handles the back broadcast.
Described implementation method, wherein, described step B also carries out following operation simultaneously:
Described operator's the session initial protocol software terminal of being taught only sends to the customer with local terminal operator's audio data stream.
Described implementation method wherein, comprises that also the process step of guidance end is as follows:
C1, when need to stop teach coach side, the guidance that sends to the session initial protocol software terminal of being taught the operator by described application server stops request, this conversation beginning protocol terminal stops to receive the audio data stream of coach side.
Described implementation method wherein, comprises that also the process step of guidance end is as follows:
C2, when being taught operator's end of service, its conversation beginning protocol terminal stops to send audio data stream to coach side.
Described implementation method wherein, is describedly taught the operator in teaching process ends, and its session initial protocol software terminal stops audio mixing and handles.
Described implementation method, wherein, described audio mixing processing procedure comprises:
Described operator's the session initial protocol software terminal of being taught regularly will treat that the different phonetic data of audio mixing are written to different internal buffers, and carry out audio mixing according to predetermined audio mixing algorithm and handle.
Described implementation method, wherein, described audio mixing processing procedure also comprises:
B1, transfer the data of described internal buffer to uniform enconding, and the computing of taking corresponding mould to add, obtain new speech data, send to the session initial protocol software terminal of described coach side.
Described implementation method, wherein, described step B1 also comprises:
B11, described operator's the session initial protocol software terminal of being taught are encoded the speech data that obtains according to the code encoding/decoding mode of coach side's session initial protocol software terminal appointment, and receive the IP address and the port transmission of VoP to the session initial protocol software terminal of coach side;
The session initial protocol software terminal of B12, described coach side is play after the speech data that receives is decoded.
The implementation method of function of training telephone operators in a kind of call center system provided by the present invention, owing to utilized operator's SIP (Session Initial Protocal session initiation protocol) software terminal to teach the operator to realize, made full use of the advantage of next generation network, its realization flow is simple, simplified former flow process greatly, do not need equipment such as media server are customized transformation, the success rate height of teaching, report complete, stability is high, and do not need to take the conferencing resource of media server in the guidance process, greatly reduce the investment of the media server aspect of whole call center system, the excellent popularization prospect is arranged.
Description of drawings
Fig. 1 is the guidance schematic flow sheet of prior art;
Fig. 2 is that the inventive method adopts the SIP software terminal to teach schematic flow sheet.
Embodiment
Below in conjunction with accompanying drawing, describe implementation method of the present invention and flow process in detail.
The implementation method of function of training telephone operators in the call center system of the present invention, its core inventive point have been to utilize operator's SIP software terminal to realize coach function, and specific implementation realizes as shown in Figure 2 according to the following steps:
A, coach initiate to teach request, and the request that sends is to application server; Described application server is notified this operator's SIP software terminal to start by the software of attending a banquet of being taught the operator and is taught function;
B, the SIP software terminal of being taught the operator send to the sip terminal of coach side after with the sound mixing of operator and customer communication in real time.The SIP software terminal of coach side is play the speech data of the SIP software terminal transmission of being taught the operator that receives; Simultaneously:
B1, taught operator's SIP software terminal to receive audio data stream from coach side SIP software terminal, the audio data stream that itself and customer are sent carries out audio mixing to be handled, and plays, and realizes being trained by teaching the operator to hear and client's sound with this;
B2, taught operator's SIP software terminal only local terminal operator's a audio data stream to be sent to the customer, this moment, the customer only heard the operator's sound for its service;
C, when need to stop teach coach side, send to the SIP software terminal of being taught the operator by application server and teach the termination request, this sip terminal stops to receive the audio data stream of coach side, and stop audio mixing and send speech data to coach side, promptly recovered operator and client's point-to-point call function.Teach this moment and finish.
Perhaps, when being taught operator's end of service, its sip terminal stops audio mixing and sends speech data, and by application server notice coach side.Teach this moment and finish.
The described SIP software terminal of the inventive method, being meant can be mutual by Session Initiation Protocol and soft switch or other control appliance, and can finish calling initiation, ring, reply, functions such as conversation, on-hook pass through the telephone terminal that software mode is realized, and can finish sound mixing function to voice.
The described SIP of the utilization software terminal of the inventive method realizes that the purpose of call center's training telephone operators method is to simplify present guidance flow process, does not need that media server is carried out special customization and revises, and reduces the resource occupation demand to media server.Can realize teaching function easily by the SIP software terminal being carried out the software transformation.
In the implementation method of function of training telephone operators, described SIP software terminal must possess sound mixing function in the call center system of the present invention.Because the coach need hear operator's voice and client's voice simultaneously, so, also need to receive voice to the operator except that to the client's receiving media stream that inserts.And the voice of this both direction are carried out audio mixing.
The specific embodiment of the inventive method, can realize that this function needs following concrete steps with reference to shown in Figure 2:
When starting monitoring, the timing of SIP software terminal is written to the internal buffer from the speech data of the audio input device buffering area of seat system, simultaneously client's side is sent to the speech data of attending a banquet and is written to the another one internal buffer.
Adopt the audio mixing algorithm that the speech data of these two buffering areas is carried out audio mixing.For example: transfer the data of buffering area to uniform enconding, and take the computing of corresponding addition, obtain new speech data, the code encoding/decoding mode that the speech data that obtains is monitored the voice appointment according to coach side's session initial protocol software terminal is encoded then, the speech data behind the coding is received the IP address and the port transmission of VoP to the sip terminal of coach side; The sip terminal of coach side is by decoding to the speech data that receives, and plays, and this moment, coach side just can hear the operator that taught and the voice of customer communication.
Voice that the operator SIP software terminal of being taught will receive from the side of coach and the voice of receiving from the customer, also carry out audio mixing by above-mentioned audio mixing algorithm, and playing to the operator who is taught, taught the operator just can hear the voice of customer and coach side simultaneously this moment; Its sip terminal is only sent by counsellor's voice and is arrived the client simultaneously, and this moment, the client just can only hear the voice for the operator of its service.
When either party on-hook of both sides of conversation, or application server is when requiring to stop to teach, and stops audio mixing and handles and stop audio data stream to the sip terminal transmission audio mixing of coach side, can finish the guidance process.
The network equipment that implementation method of the present invention is mainly concerned with in implementation process comprises:
Application server: or be called call control server, be the core component of call center system, finish the functions such as the state of attending a banquet, route queuing and call flow control of call center system.
Seat system: one of call center system core component, finish operator in the call center system required reply, chip in, function such as call forwarding.
The SIP software terminal: mainly by the mode of software finish exhalations, reply, on-hook and two-way audio mixing voice functions, to the function of the IP address of appointment transmission speech data;
To sum up, the implementation method of function of training telephone operators utilizes the SIP software terminal to realize coach function in the call center system of the present invention, can greatly simplify the involved complicated flow process of present coach function, simultaneously do not need media server is carried out special customization transformation, and minimizing taking to the media server conferencing resource, and then reduced the cost input of call center system, having reduced operator is the cost input of call center system, improved the treatment effeciency of call center system, strengthen the competitiveness of operator, and promoted operator's external image.
Should be understood that above-mentioned step explanation at SIP software terminal realization coach function is comparatively concrete, can not therefore think the restriction to scope of patent protection of the present invention, scope of patent protection of the present invention should be as the criterion with claims.
Claims (9)
1, the implementation method of function of training telephone operators in a kind of call center system, it may further comprise the steps:
A, application server are taught operator's session initial protocol software terminal startup to be taught function by the software notice of attending a banquet when receiving the guidance request;
B, the session initial protocol software terminal of being taught the operator send to the session initial protocol software terminal of coach side after with the sound mixing of operator and customer communication in real time, are play by the session initial protocol software terminal of coach side.
2, implementation method according to claim 1 is characterized in that, described step B also carries out following operation simultaneously:
Described session initial protocol software terminal of being taught the operator receives the audio data stream from coach side session initial protocol software terminal, and the audio data stream that itself and client are sent carries out audio mixing and handles the back broadcast.
3, implementation method according to claim 2 is characterized in that, described step B also carries out following operation simultaneously:
Described operator's the session initial protocol software terminal of being taught only sends to the customer with local terminal operator's audio data stream.
4, implementation method according to claim 3 is characterized in that, comprises that also the process step of guidance end is as follows:
C1, when need to stop teach coach side, the guidance that sends to the session initial protocol software terminal of being taught the operator by described application server stops request, is taught operator's conversation beginning protocol terminal to stop to receive the audio data stream of coach side.
5, implementation method according to claim 3 is characterized in that, comprises that also the process step of guidance end is as follows:
C2, when being taught operator's end of service, its conversation beginning protocol terminal stops to send audio data stream to the session initial protocol software terminal of coach side, and is taught operator's service to finish by application server notice coach.
According to claim 4 or 5 described implementation methods, it is characterized in that 6, describedly taught the operator in teaching process ends, its session initial protocol software terminal stops audio mixing and handles.
7, implementation method according to claim 3 is characterized in that, described audio mixing processing procedure comprises:
Described operator's the session initial protocol software terminal of being taught regularly will treat that the different phonetic data of audio mixing are written to different internal buffers, and carry out audio mixing according to predetermined audio mixing algorithm and handle.
8, implementation method according to claim 7 is characterized in that, described audio mixing processing procedure also comprises:
B1, transfer the data of described internal buffer to uniform enconding, and the computing of taking corresponding mould to add, obtain new speech data, send to the session initial protocol software terminal of described coach side.
9, implementation method according to claim 8 is characterized in that, described step B1 also comprises:
B11, described operator's the session initial protocol software terminal of being taught are encoded the speech data that obtains according to the code encoding/decoding mode of coach side's session initial protocol software terminal appointment, and receive the IP address and the port transmission of VoP to the session initial protocol software terminal of coach side;
The session initial protocol software terminal of B12, described coach side is play after the speech data that receives is decoded.
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| Application Number | Priority Date | Filing Date | Title |
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| CNA200810067920XA CN101610321A (en) | 2008-06-16 | 2008-06-16 | The implementation method of function of training telephone operators in a kind of call center system |
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| CNA200810067920XA CN101610321A (en) | 2008-06-16 | 2008-06-16 | The implementation method of function of training telephone operators in a kind of call center system |
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Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105306755A (en) * | 2014-07-29 | 2016-02-03 | 杭州华为企业通信技术有限公司 | Quality detection method and device for contact centre |
| CN111355850A (en) * | 2020-03-10 | 2020-06-30 | 北京佳讯飞鸿电气股份有限公司 | Semi-interactive telephone traffic monitoring platform |
| WO2021093490A1 (en) * | 2019-11-11 | 2021-05-20 | 中兴通讯股份有限公司 | Hardphone, method for implementing traffic operation, call center system, and storage medium |
| RU2799711C1 (en) * | 2019-11-11 | 2023-07-10 | Зте Корпорейшн | Hardware phone, method of implementing telephone traffic control, call center system and data carrier |
-
2008
- 2008-06-16 CN CNA200810067920XA patent/CN101610321A/en active Pending
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN105306755A (en) * | 2014-07-29 | 2016-02-03 | 杭州华为企业通信技术有限公司 | Quality detection method and device for contact centre |
| WO2021093490A1 (en) * | 2019-11-11 | 2021-05-20 | 中兴通讯股份有限公司 | Hardphone, method for implementing traffic operation, call center system, and storage medium |
| RU2799711C1 (en) * | 2019-11-11 | 2023-07-10 | Зте Корпорейшн | Hardware phone, method of implementing telephone traffic control, call center system and data carrier |
| US11917106B2 (en) | 2019-11-11 | 2024-02-27 | Zte Corporation | Hardphone, method for implementing traffic operation, call center system, and storage medium |
| CN111355850A (en) * | 2020-03-10 | 2020-06-30 | 北京佳讯飞鸿电气股份有限公司 | Semi-interactive telephone traffic monitoring platform |
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Application publication date: 20091223 |