CN101610323B - Method for single step transfer in customer service system - Google Patents
Method for single step transfer in customer service system Download PDFInfo
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- CN101610323B CN101610323B CN2008101266312A CN200810126631A CN101610323B CN 101610323 B CN101610323 B CN 101610323B CN 2008101266312 A CN2008101266312 A CN 2008101266312A CN 200810126631 A CN200810126631 A CN 200810126631A CN 101610323 B CN101610323 B CN 101610323B
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- single step
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Abstract
The invention discloses a method for single step transfer in a customer service system and relates to a method for carrying out single step transfer directly through an intelligent network, aiming to solve the problem that the single step transfer call service occupies more resources of an exchange board. The method adopts the technical scheme that a channel associated data packet is generated in a seat, wherein the channel associated data packet comprises a single step transfer identification code and an automatic voice service access code; when the seat is on hook, the channel associated data packet is sent to the intelligent network which searches whether the channel associated data packet carries the single step transfer identification code or not, and if so, the intelligent network searches the automatic voice service according to the access code and triggers a calling aiming at the automatic voice service. The method saves the resources of the exchange board and guarantees the number and the success ratio of accessed calling users.
Description
Technical field
The present invention relates to single step transfer method in a kind of customer service system, relate in particular to the single step transfer method that directly passes through intelligent network in a kind of customer service system.
Background technology
Customer service system is called call center (Call Center) again, be a kind of based on the integrated (CTI of computer communication, Computer Telecommunication Integration) technology, make full use of communication network and computer network multinomial function integrated, and with the integrated information service system that enterprise is connected as a single entity, be that the business agent of one group of seat or company concentrates and to carry out calling and handle, send a special system of calling out with customer contact.The call center can provide multiple business such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry etc., as 10000 in the telecommunications industry, and 95555 in the financial circles etc.
In customer service system, two kinds of basic services of manual service and automatic flow service are arranged.Seat provides manual service for the calling party, as accepts user's inquiry, retrieves the information that meets calling party's requirement and inform calling party etc. in data bank; The automatic flow service comprises automatic access service, and the voice suggestion of automatic access is provided for it when inserting as the calling party, and receipt of call user's services selection and for it provides corresponding service is only selected just this to be called out when artificial the user and inserted seat; The automatic flow service also occurs in seat to be provided in the process of manual service for the calling party, for example behind receipt of call user's service consultation, seat is answered for the corresponding consulting of its retrieval, can report to the calling party automatically by speech form if this consulting is answered, then seat reports to the calling party with manual service stage retrieved message automatically with speech form.The benefit of automatic flow service is the workload that has reduced seat, and calling party's access amount is bigger, can insert a plurality of calling parties simultaneously, has improved the efficient of service.
Fig. 1 is a single step transfer process schematic diagram in the existing customer service system, as shown in Figure 1, during calling party's incoming call, is linked into seat by switch, provides manual service by seat for the calling party, promptly enters into the manual service flow process.When receiving the request of the desirable concrete business of calling party, seat is inquired about described business in intelligent network, initiate new calling by described switch after the successful inquiring to corresponding service in the intelligent network, seat on-hook this moment, corresponding service is forwarded to the calling party after connecting again in described switch and the intelligent network.Above-mentioned manual service changes the process of automatic flow service over to, is exactly that so-called single step is shifted.When seat asked to carry out the single step transfer on the seat interface, then a new calling that carries with circuit-switched data was triggered on the intelligent network business, thus the service of beginning automatic flow.
Existing single step transfer method triggers by switch intelligent network business is called out, and has following shortcoming:
No matter trigger new the calling at exchange side, be on the intelligent network or on switch, all extra for this new call distribution resource, increased the burden of network; Need when single step is shifted the speech channel of seat is cut off, additionally increased the complexity of exchanger on the switch; Triggering new the calling on switch, because be to send signaling in same office, need the outer relay resource of ring certainly of occupying volume, greatly wasted Internet resources, all is very disadvantageous to the deployment and the expansion of network.
Summary of the invention
In view of this, main purpose of the present invention is to provide single step transfer method in a kind of customer service system, can conserve network resources.
For achieving the above object, technical scheme of the present invention is achieved in that
The method that single step is shifted in a kind of customer service system comprises:
In seat, generate with the circuit-switched data bag, wherein, described with comprising single step transfer identification code and automated voice services access code in the circuit-switched data bag;
During the seat on-hook, be sent to described intelligent network with described with the circuit-switched data bag, described intelligent network is searched described with whether carrying described single step transfer identification code in the circuit-switched data bag, then finds automated voice services according to access code sometimes, and triggers the calling at described automated voice services.
Preferably, trigger calling, be specially at described automated voice services:
In described intelligent network, search corresponding automated voice services according to described automated voice services access code, context environmental for described automated voice services distribute data district and execution, carry out described automated voice services, and be switched to described calling party according to described half-session port address information.
Preferably, for the calling party searches automated voice services, be specially:
Obtaining calling party's business demand, is condition with described business demand, finds out automated voice services in described intelligent network, obtains the access code of described automated voice services.
Preferably, describedly also comprise calling party's shared half-session port address information in access switch with the circuit-switched data bag.
Preferably, generate, be specially with the circuit-switched data bag:
In generation interface, choose single step and shift identification code, automated voice services access code, input to each corresponding parameter item with the circuit-switched data bag;
Detect on-hook when instruction, extract calling party's shared half-session port address information in access switch, by encapsulating of setting with the circuit-switched data packet format.
When the needs single step is shifted, the present invention shifts identification code by insert a single step in the circuit-switched data bag, when intelligent network receives with the circuit-switched data bag, determine whether to contain single step and shift identification code, sometimes trigger calling in the intelligent network side, thereby realize the automatic flow service at the required automated voice services of calling party.The present invention need not switch initiation recall access can realize calling party's automated voice services, has saved the Internet resources of exchanger side, has realized the dilatation of exchanger side.The present invention's compatible existing automatic flow service simultaneously.
Description of drawings
Fig. 1 is a single step transfer process schematic diagram in the existing customer service system;
Fig. 2 is a single step transfer process schematic diagram in the customer service system of the embodiment of the invention;
Fig. 3 is the flow chart of single step transfer method in the customer service system of the embodiment of the invention.
Embodiment
Basic thought of the present invention is: it is the calling of automated voice services in exchanger side is initiated intelligent network that existing single step is shifted, and needs to initiate twice calling at exchanger side, and this has wasted access-in resource undoubtedly, has increased the burden of exchanger side.Be directed to this, the present invention shifts identification code by insert a single step in the circuit-switched data bag, when the seat on-hook, be forwarded to intelligent network automatically with the circuit-switched data bag, intelligent network is checked with whether carrying single step in the circuit-switched data bag is shifted identification code, initiates calling at automated voice services according to what resolve with circuit-switched data sometimes.The present invention is directed to the resourceful characteristics of intelligent network, the calling that single step is shifted goes under the intelligent network calls out, and has saved the Internet resources of exchanger side, has guaranteed quantity and success rate that the calling party inserts.The calling that the simultaneously compatible exchanger side of the present invention is initiated at automated voice services.Describe the present invention below in conjunction with accompanying drawing.
Fig. 2 is a single step transfer process schematic diagram in the customer service system of the embodiment of the invention, and as shown in Figure 2, the calling party dials the customer service access code, is linked into seat by switch, provides manual service by seat for the calling party, promptly enters into the manual service flow process.When receiving the request of the desirable concrete business of calling party, seat is inquired about described business in intelligent network, after the successful inquiring, insert single step generating of intelligent network in the respective items in the interface and shift identification code with the circuit-switched data bag, automated voice services access code etc., generation is sent to intelligent network after with the circuit-switched data bag, intelligent network is resolved described with the circuit-switched data bag, search corresponding automated voice services according to the automated voice services access code, the context environmental of described automated voice services distribute data district and execution, carry out described automated voice services, and be switched to the calling party, begin the automatic flow service.
Fig. 3 is the flow chart of single step transfer method in the customer service system of the embodiment of the invention, and as shown in Figure 3, the single step transfer method may further comprise the steps in the customer service system of the embodiment of the invention:
Step 301: in seat, generate with the circuit-switched data bag, wherein, described with comprising single step transfer identification code and automated voice services access code in the circuit-switched data bag.
The calling party dials the customer service access code, is linked into seat by switch, provides manual service by seat for the calling party, promptly enters into the manual service flow process.Seat obtains calling party's business demand, search corresponding automated voice services by the intelligent network interface, if successful inquiring then enters with the circuit-switched data bag and generates the interface, generate information such as importing single step transfer identification code, automated voice services access code in the interface at least with the circuit-switched data bag, after the seat on-hook, to generate with the circuit-switched data bag; If unsuccessful, directly by seat answering call user.Here, the required business of calling party is meant automated voice services, can answer calling party's voice program by setup program automatically.In intelligent network, it is service access code that each automated voice services all has corresponding code, after inquiring automated voice services, with getting final product in the corresponding entry in the circuit-switched data bag generation interface, intelligent network finds out corresponding automated voice services according to service code with its service access code input.Need to prove, generate interface and existing basic identical with the circuit-switched data bag with circuit-switched data bag generation interface, unique difference is to have increased single step to shift the input item of identification code, shifts identification code if do not import this single step, and single step is shifted the flow process of access just with existing identical.Of the present invention to generate the interface with the circuit-switched data bag be connection interface between seat and switch, seat and the intelligent network, is mainly used in the man-machine interaction between seat and the intelligent network.
Be specially with the generation of circuit-switched data bag: in generation interface, choose single step and shift identification code, automated voice services access code, input to each corresponding parameter item with circuit-switched data; Detect seat on-hook when instruction, extract calling party's shared half-session port address information in access switch, by encapsulating of setting with the circuit-switched data packet format.Frame format with the circuit-switched data bag can be set flexibly, sets form and intelligent network side agreement and gets final product.
Step 302: during the seat on-hook, be sent to described intelligent network with described with the circuit-switched data bag, described intelligent network is searched described with whether carrying described single step transfer identification code in the circuit-switched data bag, then finds automated voice services according to access code sometimes, and triggers the calling at described automated voice services.
Receive with behind the circuit-switched data bag, intelligent network is resolved, judge whether to carry single step and shift identification code, search corresponding automated voice services if having then according to the automated voice services access code of being resolved, context environmental for described automated voice services distribute data district and execution, carry out described automated voice services, and be switched to described calling party, thereby realize calling party's automatic flow service according to described half-session port address information.
The present invention moves on to the trigger point of single step diverting call the intelligent network from switch, the complex logic of having avoided carrying out on the switch realizes, and reduced the bottom-layer network resource is the exchange data district, encircles taking of relay resource certainly, guarantee calling of switchboard user's access amount and inserted success rate.
The above is preferred embodiment of the present invention only, is not to be used to limit protection scope of the present invention.
Claims (3)
1. the method that single step is shifted in the customer service system is characterized in that this method comprises:
In seat, generate with the circuit-switched data bag, wherein, described with comprising in the circuit-switched data bag that single step shifts identification code, automated voice services access code and calling party shared half-session port address information in access switch;
During the seat on-hook, be sent to intelligent network with described with the circuit-switched data bag, described intelligent network is searched described with whether carrying described single step transfer identification code in the circuit-switched data bag, sometimes then in described intelligent network, search corresponding automated voice services according to described automated voice services access code, context environmental for described automated voice services distribute data district and execution, carry out described automated voice services, and be switched to described calling party according to described half-session port address information.
2. method according to claim 1 is characterized in that, generates with before the circuit-switched data bag in seat, and described method also comprises:
Obtaining calling party's business demand, is condition with described business demand, finds out automated voice services in described intelligent network, obtains the access code of described automated voice services.
3. method according to claim 1 is characterized in that, generates with the circuit-switched data bag, is specially:
In generation interface, choose single step and shift identification code, automated voice services access code, input to each corresponding parameter item with the circuit-switched data bag;
Detect on-hook when instruction, extract calling party's shared half-session port address information in access switch, by encapsulating of setting with the circuit-switched data packet format.
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| Application Number | Priority Date | Filing Date | Title |
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| CN2008101266312A CN101610323B (en) | 2008-06-17 | 2008-06-17 | Method for single step transfer in customer service system |
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| CN2008101266312A CN101610323B (en) | 2008-06-17 | 2008-06-17 | Method for single step transfer in customer service system |
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| CN101610323A CN101610323A (en) | 2009-12-23 |
| CN101610323B true CN101610323B (en) | 2011-12-07 |
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| CN2008101266312A Expired - Fee Related CN101610323B (en) | 2008-06-17 | 2008-06-17 | Method for single step transfer in customer service system |
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| CN105407241A (en) * | 2014-06-10 | 2016-03-16 | 华为技术有限公司 | Seat equipment switching method, device and system |
Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101079928A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Customer call center system |
| CN101184128A (en) * | 2007-11-06 | 2008-05-21 | 中国电信股份有限公司 | Method of implementing multimedia information transfer between computer phone integrated device and seat interface |
| CN101193163A (en) * | 2006-11-29 | 2008-06-04 | 中兴通讯股份有限公司 | Method and system for mutual control between automatic service and manual service |
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Patent Citations (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101193163A (en) * | 2006-11-29 | 2008-06-04 | 中兴通讯股份有限公司 | Method and system for mutual control between automatic service and manual service |
| CN101079928A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Customer call center system |
| CN101184128A (en) * | 2007-11-06 | 2008-05-21 | 中国电信股份有限公司 | Method of implementing multimedia information transfer between computer phone integrated device and seat interface |
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| CN101610323A (en) | 2009-12-23 |
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