CN101645985B - Next-generation call center system and call overflow method thereof - Google Patents
Next-generation call center system and call overflow method thereof Download PDFInfo
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Abstract
The invention discloses a next-generation call center system and a call overflow method thereof. The method comprises the following steps: A, acquiring a corresponding preprocessing policy according to a designated virtual center and a designated skill in a queuing request of a user, acquiring the area code and priority of the user according to the preprocessing policy, and combining a routing policy; B, finding a seat for the user according to the routing policy, judging whether the number of users in a corresponding skill queue reaches a threshold value of a call wait number wherein when noseat is found, executing call overflow processing of the user if the number of users in the corresponding skill queue reaches the threshold value of the call wait number, and adding the user in the skill queue for queuing if the number of users in the corresponding skill queue does not the threshold value of the call wait number; and C, judging whether the queuing time of a user in the skill queue reaches an overflow wait time period, and executing call overflow processing of the user waiting for the overflow wait time period in the skill queue. The method ensures the simplicity and high efficiency of the processing for transferring the calls of the users.
Description
Technical field
The present invention relates to the field, call center, relate in particular to a kind of call center system of future generation and call overflow method thereof.
Background technology
The call center is called customer service system again; It is the information system that is used for providing multiple access means such as phone, fax, Email to the user; Mainly be used for process user to enterprise's requirement, query, complaint, suggestion and consulting, like 1860 in the telecommunications industry, 95555 in the financial circles etc.Call center of future generation (NGCC) is meant the call center based on next generation network (NGN).Call center of future generation organizes system resources such as seat, technical ability with virtual center, and supports complicated routing policy, the function of system to become abundant more and powerful.
Present conventional call centers and call center of future generation can be through the seat side mode such as single step transfer, consulting realize transferring to other seats, other technical ability, other business etc. to the user.This mode realizes complicacy: through seat, computer telephone integration (CTI), call distribution (ACD) automatically, session initiation protocol (SIP), unified service platform (for example need; The associated treatment of module such as UP10), some situation even need handle repeatedly at these intermodules.Therefore, prior art awaits improving and development.
Summary of the invention
Technical problem to be solved by this invention provides a kind of call center system of future generation and call overflow method thereof, and the feasible processing that user calling is shifted succinctly, efficiently.
For solving the problems of the technologies described above, the present invention provides technical scheme following:
A kind of call overflow method of call center system of future generation is waited for that for system configuration comprises overflowing duration, Call Waiting count threshold values, overflow pattern and overflow the policing parameter of sign indicating number in advance, and is comprised the steps:
A, obtain corresponding pretreatment strategy, obtain user's area code, user's priority according to said pretreatment strategy, and be combined into routing policy according to the virtual center and the technical ability of appointment in user's the queuing request;
B, seek seat for the user, when not finding seat, judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values according to said routing policy; If; Processing is overflowed in this user's execution, otherwise, this user is joined said skill queue rank;
C, judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow the user who waits for duration and carry out and overflow processing to reaching in the said skill queue.
Above-mentioned method, wherein, the overflow pattern of said configuration is for spilling into other virtual centers, and the sign indicating number that overflows of said configuration is virtual center number; Saidly overflow processing and specifically comprise: the technical ability according to appointment in said virtual center number and the user's queuing request is obtained pretreatment strategy again; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again, and be combined into routing policy again; Seek seat according to the routing policy that reconfigures out for the user.
Above-mentioned method, wherein, the overflow pattern of said configuration is for spilling into other technical ability, and the sign indicating number that overflows of said configuration is technical ability number; Saidly overflow processing and specifically comprise: the virtual center according to appointment in said technical ability number and user's the queuing request obtains pretreatment strategy again; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again, and be combined into routing policy again; Seek seat according to the routing policy that reconfigures out for the user.
Above-mentioned method, wherein, the overflow pattern of said configuration is for spilling into voice mail, and the sign indicating number that overflows of said configuration is the Voice Mail Service access code; Saidly overflow processing and specifically comprise:, get into relevant voice mail service and handle according to said Voice Mail Service access code.
Above-mentioned method, wherein, the overflow pattern of said configuration is for spilling into subservice, and the sign indicating number that overflows of said configuration is the subservice access code; Saidly overflow processing and specifically comprise:, get into corresponding subservice and handle according to said subservice access code.
Above-mentioned method, wherein, the overflow pattern of said configuration is for spilling into the appointment seat, and the sign indicating number that overflows of said configuration is the agent phone number; Saidly overflow processing and specifically comprise: according to said agent phone number, the conversation of setting up user and corresponding seat.
A kind of call center system of future generation comprises, configuration module, unified service platform, top control module, pretreatment module, routing queue module and database, wherein:
Said configuration module is used to system configuration and comprises overflowing and wait for that duration, Call Waiting count threshold values, overflow pattern and overflow the policing parameter of sign indicating number, and configuration result is kept in the said database;
Said unified service platform is used for the user when system request is served, and user's queuing request is sent to said pretreatment module through said top control module;
Said pretreatment module; Be used for obtaining corresponding pretreatment strategy according to the virtual center and the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy; And be combined into routing policy, said routing policy is sent to said routing queue module through said top control module;
Said routing queue module; Be used for seeking seat for the user, when not finding seat, judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values according to said routing policy; If; Processing is overflowed in this user's execution, otherwise, this user is joined said skill queue rank; And, judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Compared with prior art, technical scheme of the present invention can realize transferring to other seats, other technical ability, other business, voice mail, other virtual centers to calling, and all handle all in that cti server is inner and accomplish, and need not cross over a plurality of entities.So, the feasible processing that user calling is shifted succinctly, has efficiently improved professional user satisfaction and occupation rate of market, and tangible economic benefit and social benefit are arranged.
Description of drawings
Fig. 1 is the structural representation of the call center system of future generation of the embodiment of the invention;
Fig. 2 is for spilling into user calling in the embodiment of the invention flow chart of other virtual centers;
Fig. 3 is for spilling into user calling in the embodiment of the invention flow chart of other technical ability;
Fig. 4 is for spilling into user calling in the embodiment of the invention flow chart of voice mail;
Fig. 5 is for spilling into user calling in the embodiment of the invention flow chart of subservice;
Fig. 6 is for spilling into the flow chart of specifying seat with user calling in the embodiment of the invention.
Embodiment
For making the object of the invention, technical scheme and advantage clearer, will combine accompanying drawing and specific embodiment to describe the present invention below.
With reference to Fig. 1, the call center system of future generation of the embodiment of the invention mainly comprises: configuration module, unified service platform, top control module, pretreatment module, routing queue module and database.Wherein, said configuration module, top control module, pretreatment module, routing queue module and database are arranged in CTI (Computer Telephony Integration, the computer telephone integration) server of system; Said unified service platform is an external entity, for example, can be UP10.Said pretreatment module is accomplished the preliminary treatment to queuing request; And preliminary treatment is a time-consuming procedure; Therefore; Pretreatment module described in the embodiment of the invention can be for a plurality of, and queuing request are assigned to according to the load balancing principle by the top control module in the cti server and carry out preliminary treatment in each pretreatment module.Below the function of above-mentioned each module is described in detail.
Configuration module: be used to system configuration and comprise overflowing and wait for that duration, Call Waiting count threshold values, overflow pattern and overflow the policing parameter of sign indicating number, and configuration result is kept in the said database.
Unified service platform: be used for the user when system request is served, user's queuing request is sent to said pretreatment module through said top control module.
Pretreatment module: be used for obtaining corresponding pretreatment strategy according to the virtual center and the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy; And be combined into routing policy, said routing policy is sent to said routing queue module through said top control module.
Routing queue module: be used for seeking seat for the user according to said routing policy; When not finding seat; Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks; And, judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Wherein, said configuration module be system configuration overflow pattern can for: spill into other virtual centers, spill into other technical ability, spill into voice mail, spill into subservice, spill into the appointment seat; Corresponding with overflow pattern, configuration module is that the sign indicating number that overflows of system configuration is: virtual center number, technical ability number, Voice Mail Service access code, subservice access code, agent phone number.
Routing queue module is carried out when overflowing, and overflow pattern of preserving in the reading database and the corresponding sign indicating number that overflows overflow processing accordingly to different overflow patterns.
Below the processing of 5 kinds of overflow patterns providing in the embodiment of the invention is introduced one by one.
(1) spills into other virtual centers
Routing queue module virtual center that this overflow pattern is corresponding number sends to top control module; Top control module number sends to pretreatment module with said virtual center; Pretreatment module is obtained pretreatment strategy again according to the technical ability of appointment in said virtual center number and the user's queuing request; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again; And be combined into routing policy again, the said routing policy that reconfigures out is sent to top control module; Top control module sends to routing queue module with the said routing policy that reconfigures out again; Routing queue module is sought seat according to the said routing policy that reconfigures out for the user.So, realized that user calling is shifted (overflowing) has arrived other virtual centers.
(2) spill into other technical ability
Routing queue module technical ability that this overflow pattern is corresponding number sends to top control module; Top control module number sends to pretreatment module with said technical ability; Pretreatment module is obtained pretreatment strategy again according to the virtual center of appointment in said technical ability number and user's the queuing request; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again; And be combined into routing policy again, the said routing policy that reconfigures out is sent to top control module; Top control module sends to routing queue module with the said routing policy that reconfigures out again; Routing queue module is sought seat according to the said routing policy that reconfigures out for the user.So, realized that user calling is shifted (overflowing) has arrived other technical ability.
(3) spill into voice mail
The routing queue module Voice Mail Service access code that this overflow pattern is corresponding sends to top control module; Top control module sends to unified service platform with said Voice Mail Service access code; Unified service platform gets into relevant voice mail service and handles according to said Voice Mail Service access code.So, realized that user calling is shifted (overflowing) has arrived voice mail.
(4) spill into subservice
The routing queue module subservice access code that this overflow pattern is corresponding sends to top control module; Top control module sends to unified service platform with said subservice access code; Unified service platform gets into corresponding subservice and handles according to said subservice access code.So, realized that user calling is shifted (overflowing) has arrived other business.
(5) spill into the appointment seat
The routing queue module agent phone number that this overflow pattern is corresponding sends to top control module; Top control module sends to unified service platform with said agent phone number; Unified service platform is according to said agent phone number, the conversation of setting up user and corresponding seat.So, realized that user calling is shifted (overflowing) has arrived other seats.
Below in conjunction with Fig. 1 and Fig. 2 introduction user calling is spilt into the concrete implementation procedure of other virtual centers, mainly comprise the steps:
Step 201: unified service platform is issued top control module to user's queuing request (virtual center of appointment number be 1) with CpQueueReq message;
Step 202: top control module is selected the appropriate pretreatment module according to the load balancing principle, uses PreQueueReq message to issue pretreatment module to queuing request (virtual center of appointment number be 1) then;
Step 203: pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request on virtual center 1; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy, use PreQueueAck message to issue top control module to said routing policy (virtual center of appointment number be 1) then;
Step 204: top control module is transmitted to routing queue module to said routing policy (virtual center of appointment number be 1) with RouteQueueReq message;
Step 205: routing queue module is according to the said routing policy seat suitable for the user seeks, and judges whether and need overflow, and is specially:
(the seat A of virtual center 1 sends out ModAgentState message to routing queue module when not finding seat; Busy or the cancellation of indication seat A); Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
Judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Step 206: carry out when overflowing; Routing queue module finds that overflow pattern is to spill into other virtual centers (virtual center number 2), and routing queue module is returned the result that lines up (processing mode of appointment is to spill into virtual center numbers 2) with RouteQueueAck message to top control module then.
Step 207: top control module is selected the appropriate pretreatment module according to the load balancing principle, uses PreQueueReq message to issue pretreatment module to queuing request (virtual center of appointment number be 2) then.
Step 208: pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request on virtual center 2; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy again, issue top control module to the routing policy that reconfigures out (virtual center of appointment number be 2) with PreQueueAck message then.
Step 209: top control module is transmitted to routing queue module to the routing policy that reconfigures out with RouteQueueReq message.
Step 210: routing queue module is according to the said routing policy that reconfigures out the seat suitable for the user seeks; (the seat B of virtual center 2 sends out ModAgentState message to routing queue module if find; B is idle for the indication seat), then use RouteQueueAck message to top control module sending position phone.
Step 211: to unified service platform sending position phone, unified service platform makes a call to seat according to agent phone top control module with CpQueueAck message.
Below in conjunction with Fig. 1 and Fig. 3 introduction user calling is spilt into the concrete implementation procedure of other technical ability, mainly comprise the steps:
Step 301: unified service platform is issued top control module to user's queuing request (specifying virtual center number 1, technical ability 1) with CpQueueReq message;
Step 302: top control module is selected the appropriate pretreatment module according to the load balancing principle, uses PreQueueReq message to issue pretreatment module to queuing request (specifying virtual center 1, technical ability 1) then;
Step 303: pretreatment module finds corresponding pretreatment strategy according to the technical ability 1 of appointment in the queuing request on virtual center 1; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy; Use PreQueueAck message to issue top control module to said routing policy (specifying virtual center 1, technical ability 1) then;
Step 304: top control module is transmitted to routing queue module to said routing policy (specifying virtual center 1, technical ability 1) with RouteQueueReq message;
Step 305: routing queue module is according to the said routing policy seat suitable for the user seeks, and judges whether and need overflow, and is specially:
(the seat A of virtual center 1 sends out ModAgentState message to routing queue module when not finding seat; Busy or the cancellation of indication seat A); Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
Judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Step 306: carry out when overflowing; Routing queue module finds that overflow pattern is to spill into other technical ability (technical ability number 2), and routing queue module is returned the result that lines up (processing mode of appointment is to spill into technical ability numbers 2) with RouteQueueAck message to top control module then.
Step 307: top control module is selected the appropriate pretreatment module according to the load balancing principle, uses PreQueueReq message to issue pretreatment module to queuing request (specifying virtual center 1, technical ability 2) then.
Step 308: pretreatment module finds corresponding pretreatment strategy according to the technical ability 2 of appointment in the queuing request on virtual center 1; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy again; Issue top control module to the routing policy that reconfigures out (specifying virtual center 1, technical ability 2) with PreQueueAck message then.
Step 309: top control module is transmitted to routing queue module to the routing policy that reconfigures out with RouteQueueReq message.
Step 310: routing queue module is according to the said routing policy that reconfigures out the seat suitable for the user seeks; (the seat B of virtual center 1 sends out ModAgentState message to routing queue module if find; B is idle for the indication seat), then use RouteQueueAck message to top control module sending position phone.
Step 311: to unified service platform sending position phone, unified service platform makes a call to seat according to agent phone top control module with CpQueueAck message.
Below in conjunction with Fig. 1 and Fig. 4 introduction user calling is spilt into the concrete implementation procedure of voice mail, mainly comprise the steps:
Step 401: unified service platform is issued top control module to user's queuing request with CpQueueReq message;
Step 402: top control module is selected the appropriate pretreatment module according to the load balancing principle, issues pretreatment module to queuing request with PreQueueReq message then;
Step 403: pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request on the virtual center of appointment; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy, issue top control module to said routing policy with PreQueueAck message then;
Step 404: top control module is transmitted to routing queue module to said routing policy with RouteQueueReq message;
Step 405: routing queue module is according to the said routing policy seat suitable for the user seeks, and judges whether and need overflow, and is specially:
(the seat A of virtual center 1 sends out ModAgentState message to routing queue module when not finding seat; Busy or the cancellation of indication seat A); Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
Judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Step 406: carry out when overflowing, routing queue module finds that overflow pattern is to spill into voice mail, and routing queue module is issued top control module with RouteQueueAck message with the Voice Mail Service access code then.
Step 407: top control module sends the Voice Mail Service access code with CpQueueAck message to unified service platform.
Step 408: unified service platform gets into relevant voice mail service and handles according to said Voice Mail Service access code.
Below in conjunction with Fig. 1 and Fig. 5 introduction user calling is spilt into the concrete implementation procedure of subservice, mainly comprise the steps:
Step 501: unified service platform is issued top control module to user's queuing request with CpQueueReq message;
Step 502: top control module is selected the appropriate pretreatment module according to the load balancing principle, issues pretreatment module to queuing request with PreQueueReq message then;
Step 503: pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request on the virtual center of appointment; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy, issue top control module to said routing policy with PreQueueAck message then;
Step 504: top control module is transmitted to routing queue module to said routing policy with RouteQueueReq message;
Step 505: routing queue module is according to the said routing policy seat suitable for the user seeks, and judges whether and need overflow, and is specially:
(the seat A of virtual center 1 sends out ModAgentState message to routing queue module when not finding seat; Busy or the cancellation of indication seat A); Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
Judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Step 506: carry out when overflowing, routing queue module finds that overflow pattern is to spill into subservice, and routing queue module is issued top control module with RouteQueueAck message with the subservice access code then.
Step 507: top control module sends the subservice access code with CpQueueAck message to unified service platform.
Step 508: unified service platform gets into corresponding subservice and handles according to said subservice access code.
Below in conjunction with Fig. 1 and Fig. 6 introduction user calling is spilt into the concrete implementation procedure of specifying seat, mainly comprise the steps:
Step 601: unified service platform is issued top control module to user's queuing request with CpQueueReq message;
Step 602: top control module is selected the appropriate pretreatment module according to the load balancing principle, issues pretreatment module to queuing request with PreQueueReq message then;
Step 603: pretreatment module finds corresponding pretreatment strategy according to the technical ability of appointment in the queuing request on the virtual center of appointment; And calculate user's area code and priority according to pretreatment strategy; And be combined into routing policy, issue top control module to said routing policy with PreQueueAck message then;
Step 604: top control module is transmitted to routing queue module to said routing policy with RouteQueueReq message;
Step 605: routing queue module is according to the said routing policy seat suitable for the user seeks, and judges whether and need overflow, and is specially:
(the seat A of virtual center 1 sends out ModAgentState message to routing queue module when not finding seat; Busy or the cancellation of indication seat A); Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
Judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
Step 606: carry out when overflowing; Routing queue module finds that overflow pattern is to spill into the appointment seat; Routing queue module is issued top control module (seat B sends out ModAgentState message to routing queue module, and B is idle for the indication seat) with RouteQueueAck message with the agent phone number then.
Step 607: top control module with CpQueueAck message to unified service platform sending position telephone number subservice access code.
Step 608: unified service platform is set up the conversation of user and seat B.
Can find out from top description; Technical scheme of the present invention can realize transferring to other seats, other technical ability, other business, voice mail, other virtual centers to calling; And all are handled all and accomplish in cti server inside, and need not cross over a plurality of entities.So, the feasible processing that user calling is shifted succinctly, has efficiently improved professional user satisfaction and occupation rate of market, and tangible economic benefit and social benefit are arranged.
Should be noted that at last; Above embodiment is only unrestricted in order to technical scheme of the present invention to be described; Those of ordinary skill in the art is to be understood that; Can make amendment or be equal to replacement technical scheme of the present invention, and not break away from the spirit of technical scheme of the present invention, it all should be encompassed in the middle of the claim scope of the present invention.
Claims (12)
1. the call overflow method of a call center system of future generation is characterized in that, waits for that for system configuration comprises overflowing duration, Call Waiting count threshold values, overflow pattern and overflow the policing parameter of sign indicating number in advance, and said method comprises the steps:
A, pretreatment module are obtained corresponding pretreatment strategy according to the virtual center and the technical ability of appointment in user's the queuing request, obtain user's area code, user's priority according to said pretreatment strategy, and are combined into routing policy;
B, routing queue module are sought seat according to said routing policy for the user; When not finding seat; Judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values, if this user carried out overflow processing; Otherwise, this user is joined said skill queue ranks;
C, routing queue module judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
2. the method for claim 1 is characterized in that:
The overflow pattern of said configuration is for spilling into other virtual centers, and the sign indicating number that overflows of said configuration is virtual center number;
Saidly overflow processing and specifically comprise:
Technical ability according to appointment in said virtual center number and the user's queuing request is obtained pretreatment strategy again, obtains user's area code, user's priority according to the pretreatment strategy of obtaining again, and is combined into routing policy again;
Seek seat according to the routing policy that reconfigures out for the user.
3. the method for claim 1 is characterized in that:
The overflow pattern of said configuration is for spilling into other technical ability, and the sign indicating number that overflows of said configuration is technical ability number;
Saidly overflow processing and specifically comprise:
Virtual center according to appointment in said technical ability number and user's the queuing request obtains pretreatment strategy again, obtains user's area code, user's priority according to the pretreatment strategy of obtaining again, and is combined into routing policy again;
Seek seat according to the routing policy that reconfigures out for the user.
4. the method for claim 1 is characterized in that:
The overflow pattern of said configuration is for spilling into voice mail, and the sign indicating number that overflows of said configuration is the Voice Mail Service access code;
Saidly overflow processing and specifically comprise:, get into relevant voice mail service and handle according to said Voice Mail Service access code.
5. the method for claim 1 is characterized in that:
The overflow pattern of said configuration is for spilling into subservice, and the sign indicating number that overflows of said configuration is the subservice access code;
Saidly overflow processing and specifically comprise:, get into corresponding subservice and handle according to said subservice access code.
6. the method for claim 1 is characterized in that:
The overflow pattern of said configuration is for spilling into the appointment seat, and the sign indicating number that overflows of said configuration is the agent phone number;
Saidly overflow processing and specifically comprise: according to said agent phone number, the conversation of setting up user and corresponding seat.
7. a call center system of future generation is characterized in that, comprise, and configuration module, unified service platform, top control module, pretreatment module, routing queue module and database, wherein:
Said configuration module is used to system configuration and comprises overflowing and wait for that duration, Call Waiting count threshold values, overflow pattern and overflow the policing parameter of sign indicating number, and configuration result is kept in the said database;
Said unified service platform is used for the user when system request is served, and user's queuing request is sent to said pretreatment module through said top control module;
Said pretreatment module; Be used for obtaining corresponding pretreatment strategy according to the virtual center and the technical ability of said queuing request appointment; Obtain user's area code, user's priority according to said pretreatment strategy; And be combined into routing policy, said routing policy is sent to said routing queue module through said top control module;
Said routing queue module; Be used for seeking seat for the user, when not finding seat, judge whether number of users in the corresponding skill queue reaches said Call Waiting and count threshold values according to said routing policy; If; Processing is overflowed in this user's execution, otherwise, this user is joined said skill queue rank; And, judge that the queuing time whether user is arranged in the said skill queue reaches the said wait duration that overflows, if overflow processing to reaching user's execution of overflowing the wait duration in the said skill queue.
8. system as claimed in claim 7 is characterized in that:
Said configuration module be the overflow pattern of system configuration for spilling into other virtual centers, the sign indicating number that overflows of configuration is virtual center number;
Overflowing that said routing queue module is carried out is treated to: said virtual center number is sent to said pretreatment module through said top control module;
Said pretreatment module; Also be used for obtaining pretreatment strategy again according to the technical ability of said virtual center number and the appointment of user's queuing request; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again; And be combined into routing policy again, the said routing policy that reconfigures out is sent to said routing queue module through said top control module;
Said routing queue module also is used for seeking seat according to the said routing policy that reconfigures out for the user.
9. system as claimed in claim 7 is characterized in that:
Said configuration module be the overflow pattern of system configuration for spilling into other technical ability, the sign indicating number that overflows of configuration is technical ability number;
Overflowing that said routing queue module is carried out is treated to: said technical ability number is sent to said pretreatment module through said top control module;
Said pretreatment module; Also be used for obtaining pretreatment strategy again according to the virtual center of said technical ability number and user's queuing request appointment; Obtain user's area code, user's priority according to the pretreatment strategy of obtaining again; And be combined into routing policy again, the said routing policy that reconfigures out is sent to said routing queue module through said top control module;
Said routing queue module also is used for seeking seat according to the said routing policy that reconfigures out for the user.
10. system as claimed in claim 7 is characterized in that:
Said configuration module be the overflow pattern of system configuration for spilling into voice mail, the sign indicating number that overflows of configuration is the Voice Mail Service access code;
Overflowing that said routing queue module is carried out is treated to: said Voice Mail Service access code is sent to said unified service platform through said top control module;
Said unified service platform also is used for according to said Voice Mail Service access code, gets into relevant voice mail service and handles.
11. system as claimed in claim 7 is characterized in that:
Said configuration module be the overflow pattern of system configuration for spilling into subservice, the sign indicating number that overflows of configuration is the subservice access code;
Overflowing that said routing queue module is carried out is treated to: said subservice access code is sent to said unified service platform through said top control module;
Said unified service platform also is used for according to said subservice access code, gets into corresponding subservice and handles.
12. system as claimed in claim 7 is characterized in that:
Said configuration module be the overflow pattern of system configuration for spilling into the appointment seat, the sign indicating number that overflows of said configuration is the agent phone number;
Overflowing that said routing queue module is carried out is treated to: said agent phone number is sent to said unified service platform through said top control module;
Said unified service platform also is used for according to said agent phone number, the conversation of setting up user and corresponding seat.
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| CN102256024B (en) * | 2010-05-17 | 2014-03-12 | 中兴通讯股份有限公司 | Queue request waiting timeout processing method and device |
| CN102377884B (en) * | 2010-08-27 | 2013-12-18 | 中国移动通信集团重庆有限公司 | Call queuing method and device |
| CN102572137A (en) * | 2010-12-30 | 2012-07-11 | 中兴通讯股份有限公司 | Calling system and method |
| CN102752465B (en) * | 2012-06-12 | 2017-09-19 | 深圳市深海捷科技有限公司 | intelligent routing calling system and method |
| CN105450879B (en) * | 2014-08-14 | 2018-08-31 | 阿里巴巴集团控股有限公司 | The method and apparatus that user of incoming call is handled |
| CN105721273B (en) * | 2014-12-03 | 2019-10-25 | 华为技术有限公司 | Correlating method and device |
| JP6800771B2 (en) * | 2017-02-13 | 2020-12-16 | 株式会社東芝 | Telephone answering system, business service server, and telephone answering program |
| CN107343112B (en) * | 2017-07-06 | 2020-03-17 | 携程旅游信息技术（上海）有限公司 | Intelligent telephone traffic distribution method based on call center seat layering |
| CN108989588B (en) * | 2018-08-08 | 2020-06-16 | 上海华客信息科技有限公司 | Call distribution method, call center, electronic device, and storage medium |
| CN110493481A (en) * | 2019-08-19 | 2019-11-22 | 福建工程学院 | A kind of queuing optimization method and device of customer service call center |
| CN111371876A (en) * | 2020-02-28 | 2020-07-03 | 张善敏 | Teller machine remote coordination method and system |
| CN111586242A (en) * | 2020-04-30 | 2020-08-25 | 中国银行股份有限公司 | Service call forwarding method and device |
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