CN101938578A - Method for realizing lock-in of customer service staff by customer, customer service method and customer service system - Google Patents
Method for realizing lock-in of customer service staff by customer, customer service method and customer service system Download PDFInfo
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- CN101938578A CN101938578A CN2009101507421A CN200910150742A CN101938578A CN 101938578 A CN101938578 A CN 101938578A CN 2009101507421 A CN2009101507421 A CN 2009101507421A CN 200910150742 A CN200910150742 A CN 200910150742A CN 101938578 A CN101938578 A CN 101938578A
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Abstract
The invention discloses a method for realizing lock-in of customer service staff by a customer, a customer service method and a customer service system. In the method for realizing lock-in of customer service staff by the customer and the customer service system, when the service of the customer service staff is over, a customer can be prompted whether needing to lock the customer service staff or not, and if the customer chooses to lock the customer service staff, the relevance between a terminal number or a distributed ID of the customer and the customer service staff is established. In the customer service method and the customer service system, when the customer chooses to the lock-in customer service staff to offer services, the lock-in customer service staff in idler condition can be connected to the customer. The invention establishes the relevance between the customer and the customer service staff, and can recommend the related customer service staff for the customer when logging in the customer service system.
Description
Technical field
The present invention relates to the telecommunications service field, relate in particular to a kind of method, user's method of servicing and customer service system that realizes the Subscriber Locked contact staff.
Background technology
Along with carrying out of telecommunication service, and the competition between each operator is more and more fierce, and operator more and more payes attention to user's satisfaction.The construction of customer service system seems more and more important concerning each operator.
Existing customer service system (being called for short " customer service system ") generally is to use intelligent network to realize that customer service system comprises two parts: automatic service and manual service.Automatic service is to reply by the speech interactive of communication equipment (as media server), obtains user's button and selects or voice content, provides service to the user; Manual service is exactly the normal talking service by the manual position personnel, after connecting the seat personnel by queuing, the seat personnel directly and the user converse, provide service to the user.
In the manual service of existing customer service system, behind contact staff's end of conversation, can directly finish conversation, perhaps system gives voice suggestion of user, allows the user that just now contact staff's service is estimated.
In the existing customer service system, when each user inserts customer service system, provide the contact staff of service to select at random to the user.If the user to current be that the contact staff of its service is very satisfied, when wishing can also to obtain when inserting customer service system next time service that this contact staff provides, existing customer service system also can't satisfy this demand.
Summary of the invention
The embodiment of the invention provides a kind of method, user's method of servicing and customer service system that realizes the Subscriber Locked contact staff, in order to the association between realization user and the contact staff, and when the user logins customer service system, recommends to insert its related contact staff to it.
A kind of customer service system that the embodiment of the invention provides comprises:
Tip element is used for after the contact staff of current service finishes service, and whether the prompting user locks this contact staff;
Associative cell is used for when this user selects to lock this contact staff, sets up the incidence relation between the contact staff of this user's termination number and current service,
Or for the user distributes a number of the account, and set up the contact staff's of this number of the account and current service incidence relation.
The customer service system that the embodiment of the invention provides also comprises: memory cell and determining unit;
Described memory cell is used to store user's number of the account or the contact staff's that termination number is locked incidence relation table;
Described determining unit, be used for when this user selects to lock this contact staff, according to the number of the account of this user's input or the termination number of access customer service system use, determine whether to have in the described memory cell contact staff's of this Subscriber Locked incidence relation table, and the ID that whether has the contact staff of current service in the contact staff's of this Subscriber Locked the incidence relation table;
Described associative cell, also be used for determining that when determining unit memory cell is not during the contact staff's of this Subscriber Locked incidence relation table, in described memory cell, create the contact staff's of described user's number of the account or termination number correspondence incidence relation table, the contact staff's of current service ID is added in the incidence relation table of establishment; And
When determining unit determine to have in the memory cell this Subscriber Locked the contact staff the incidence relation table and when wherein not having contact staff's the ID of described current service, the contact staff's of described current service ID is added in contact staff's the incidence relation table of this Subscriber Locked.
Described Tip element also is used for after incidence relation table as the contact staff of Subscriber Locked existed or added the contact staff of current service, and the prompting user estimates the contact staff of described current service;
Described memory cell also is used for contact staff's the opinion rating value of the current service of recording user input, or uses the opinion rating value of input to upgrade its original opinion rating value; With the described opinion rating value of input and with this contact staff's ID corresponding stored.
Described memory cell also is used for when the user is lower than preset threshold for the contact staff's of current service opinion rating, this contact staff ID of deletion from the contact staff's of this user's correspondence incidence relation table.
The another kind of customer service system that the embodiment of the invention provides comprises:
Determining unit, be used for when the user when customer service system is chosen as its contact staff who inserts its locking, determine whether that the contact staff of described Subscriber Locked is online;
Access unit is used for inserting the current contact staff who is in idle condition of its locking for this user when described determining unit defines that the contact staff of this Subscriber Locked is online and current to be in idle condition.
The another kind of customer service system that the embodiment of the invention provides also comprises: Tip element;
Described determining unit, the termination number that uses when also being used for according to the current access customer service system of this user determines whether to store the contact staff's of this Subscriber Locked incidence relation table; And, obtain the contact staff's of described other numbers of the account or termination number correspondence incidence relation table according to other numbers of the account or termination number that the user is provided with; Whether determine has the contact staff online in the contact staff's that gets access to the incidence relation table;
Described Tip element is used for when determining unit determines not store contact staff's the incidence relation table of this Subscriber Locked, and the termination number of pointing out this user whether current use is set is related with other numbers of the account or termination number.
Whether described Tip element also is used for pointing out this user to select to wait for when described determining unit defines that the contact staff of Subscriber Locked is online and current to be in busy condition;
Described access unit is used for biding one's time when the user selects grade, and this user is joined in first waiting list according to the time order and function order; When the current contact staff who transfers idle condition to by busy condition is the contact staff of this Subscriber Locked, and this user comes in first waiting list before all users that lock this contact staff, for this user inserts this contact staff.
Described access unit, it is online and select not wait to bide one's time as the user also to be used for customer service when Subscriber Locked, and this user is joined in second waiting list according to the time order and function order; And when the current contact staff who is transferred to idle condition by busy condition is not the contact staff of Any user locking in first waiting list, be that the user who ranks the first in second waiting list inserts this contact staff.
The embodiment of the invention also provides a kind of method that realizes the Subscriber Locked contact staff, comprising:
After the contact staff of current service finished service, whether Tip element prompting user locked this contact staff;
When this user selected to lock this contact staff, associative cell was set up the incidence relation between the contact staff of this user's termination number and described current service, or
For the user distributes a number of the account, and set up the contact staff's of this number of the account and current service incidence relation.
When the user selects to lock this contact staff, also comprise: the termination number that determining unit is used according to the number of the account or the access customer service system of this user's input, determine whether memory cell stores the contact staff's of this Subscriber Locked incidence relation table; And the ID that whether has the contact staff of current service in the contact staff's of this Subscriber Locked the incidence relation table;
Associative cell is set up the incidence relation between the contact staff of this user's termination number or number of the account and current service, specifically comprises:
When definite result of described determining unit when no, in described memory cell, create the contact staff's of described user's number of the account or termination number correspondence incidence relation table, and the contact staff's of current service ID is added in contact staff's the incidence relation table of establishment;
When definite result of described determining unit for having, and when not having contact staff's the ID of current service in the contact staff's of described locking the incidence relation table, then the contact staff's of described current service ID is added in contact staff's the incidence relation table of this Subscriber Locked of cell stores.
The embodiment of the invention provides a kind of user's method of servicing, comprising:
When the user was chosen as its contact staff who inserts its locking in customer service system, determining unit determined whether that the contact staff of this Subscriber Locked is online;
When determining unit defined that the contact staff of this Subscriber Locked is online and current to be in idle condition, access unit inserted the current contact staff who is in idle condition of its locking for this user.
Described determining unit determines whether that the contact staff of described Subscriber Locked is online, comprising:
The termination number that described determining unit is used during according to the current access customer service system of this user determines whether to store the contact staff's of this Subscriber Locked incidence relation table;
When definite result for not the time, the termination number that Tip element points out this user whether current use is set is related with other numbers of the account or termination number;
Determining unit is obtained the contact staff's of described other numbers of the account or termination number correspondence incidence relation table according to other numbers of the account or termination number that the user is provided with; Whether determine has the contact staff online in the contact staff's that gets access to the incidence relation table.
The beneficial effect of the embodiment of the invention comprises:
A kind of method and customer service system that realizes the Subscriber Locked contact staff that the embodiment of the invention provides, after the contact staff finishes service, whether the prompting user needs to lock this contact staff, when if this user selects to lock this contact staff, set up this user's termination number or the number of the account of distribution and the incidence relation between this contact staff, realization is according to user's demand, set up its with the contact staff between related.
In addition, user's method of servicing and customer service system that the embodiment of the invention provides, when the user logins customer service system and selects contact staff by its locking to serve for it, be preferably the contact staff that it inserts the current free time of its locking, like this, in the time of not only can realizing that the user logins customer service system, recommend to insert its related contact staff to it, the contact staff who reaches by this user's appointment is the purpose of its service, further, user's method of servicing and customer service system that the embodiment of the invention provides, when the contact staff of Subscriber Locked is in busy condition,, then insert the idle contact staff that transfers to of its locking for it if it selects wait, perhaps do not wait for, for it inserts the contact staff of other Random assignments.Can be neatly, in time its access contact staff to avoid long wait to reduce user's experience.
Description of drawings
One of structural representation of the customer service system that Fig. 1 provides for the embodiment of the invention;
Two of the structural representation of the customer service system that Fig. 2 provides for the embodiment of the invention;
The realization Subscriber Locked contact staff's that Fig. 3 provides for the embodiment of the invention method flow diagram;
One of user's method of servicing flow chart that Fig. 4 provides for the embodiment of the invention;
Two of user's method of servicing flow chart that Fig. 5 provides for the embodiment of the invention.
Embodiment
Below in conjunction with accompanying drawing, a kind of method, user's method of servicing and customer service system of Subscriber Locked contact staff of realizing provided by the invention is described in detail with specific embodiment.
The embodiment of the invention provides a kind of customer service system, as shown in Figure 1, specifically comprises: Tip element 101 and associative cell 102, wherein:
The customer service system that the embodiment of the invention provides, in the specific implementation, the function of its Tip element can realize that perhaps other unit are realized by for example media answer unit, the embodiment of the invention is not done qualification to this.
Customer service system as shown in Figure 1 can further include: memory cell 103 and determining unit 104;
Determining unit 104, be used for when this user selects to lock this contact staff, according to the number of the account of this user's input or the termination number of access customer service system use, determine whether to have in the memory cell 103 contact staff's of this Subscriber Locked incidence relation table, and the ID that whether has the contact staff of current service in the contact staff's of this Subscriber Locked the incidence relation table;
Accordingly, the memory cell 103 in the customer service system that the embodiment of the invention provides also is used for contact staff's the opinion rating value of the current service of recording user input, or uses the opinion rating value of input to upgrade its original opinion rating value; With the opinion rating value of input and with this contact staff's ID corresponding stored.
The embodiment of the invention also provides another kind of customer service system, as shown in Figure 2, specifically comprises: determining unit 201 and access unit 202; Wherein:
Determining unit 201, be used for when the user when customer service system is chosen as its contact staff who inserts its locking, determine whether that the contact staff of Subscriber Locked is online;
Further, the another kind of customer service system that the embodiment of the invention provides can also comprise: Tip element 203;
Determining unit 201, the termination number that uses when also being used for according to the current access customer service system of this user determines whether to store the contact staff's of this Subscriber Locked incidence relation table; And, obtain the contact staff's of other numbers of the account or termination number correspondence incidence relation table according to other numbers of the account or termination number that the user is provided with; Whether determine has the contact staff online in the contact staff's that gets access to the incidence relation table;
Whether the Tip element 203 in the customer service system as shown in Figure 2 is used for pointing out this user to select to wait for when determining unit 201 defines that the contact staff of Subscriber Locked is online and current to be in busy condition;
Correspondingly, access unit 202 also is used for biding one's time when the user selects grade, and this user is joined in first waiting list according to the time order and function order; When the current contact staff who transfers idle condition to by busy condition is the contact staff of this Subscriber Locked, and this user comes in first waiting list before all users that lock this contact staff, for this user inserts this contact staff.
The embodiment of the invention also provides a kind of method that realizes the Subscriber Locked contact staff, as shown in Figure 3, may further comprise the steps:
Step S301, after current contact staff ends up being user's service, play voice menu to the user, the prompting user whether lock this contact staff.
When the user selects to be, execution in step S302, when the user selects not, execution in step S303.
In customer service system, use the media answer unit to carry out the operation of playing voice menu usually, but in the embodiment of the invention, do not do qualification for the executive agent of this operation to the user.
Step S302, point out this user to import the number of the account of distributing before the customer service system.If user response does not have number of the account, execution in step S304 then; If the user imports number of the account, execution in step S305 then;
Step S303, user withdraw from customer service system after the contact staff is estimated.
Step S304, customer service system are distributed a number of the account for this user, and point out the user to import the number of the account of distribution, turn to execution in step S305 then.
Step S305, customer service system are searched the contact staff's of this Subscriber Locked incidence relation table according to the number of the account that the user imports in memory cell.
Customer service system can be served for multiple business, therefore, in memory cell, can store the relevant contact staff's of this Subscriber Locked incidence relation table respectively according to different types of service.Simple for what illustrate, in embodiments of the present invention, only a certain type of service is that example describes.
The ID that can comprise the contact staff of Subscriber Locked in each contact staff's the incidence relation table, and each contact staff's historical opinion rating value or other attribute informations etc.
If do not find this Subscriber Locked contact staff's incidence relation table, then carry out the following step S306;
If find the incidence relation table that this user has the contact staff of locking, then carry out following step S307;
Step S306, create the contact staff's of locking incidence relation table for this user, jump to step S308 then;
In the contact staff's that step S307, judgement find the incidence relation table, whether the contact staff's of current service ID is arranged; If have, jump to step S309; If there is not execution in step S308;
Step S308, in the contact staff's of this Subscriber Locked incidence relation table, add this contact staff's ID; Execution in step S309 then;
Step S309, prompting user estimate the contact staff of current service, this contact staff's of recording user input opinion rating value.
The user has withdrawed from customer service system after the contact staff to its locking estimates.
Step S310, in the contact staff's of Subscriber Locked incidence relation table, with opinion rating value and this contact staff ID corresponding stored of record.
If this contact staff is first by this Subscriber Locked, then directly the opinion rating value of user's input is stored in contact staff's the incidence relation table of its locking, otherwise the opinion rating value of then using the user to import is upgraded the original opinion rating value of this contact staff in contact staff's the incidence relation table of its locking.
After above-mentioned steps S310, can also judge whether the user is lower than preset threshold for the contact staff's of current service opinion rating value, when being lower than preset threshold, directly this contact staff's relevant information is deleted from the contact staff's of this Subscriber Locked incidence relation table.For example, if be divided into four grades, each opinion rating value " 4 " representative " excellent ", " 3 " representative " more excellent ", " 2 " representative " generally ", " 1 " representative " poor ", for example can set, when the grade of user's evaluation is lower than " 2 ", delete this contact staff the incidence relation table in the contact staff of Subscriber Locked, thereby realize when user's login next time customer service system, when require inserting the contact staff of its locking, Subscriber Locked the incidence relation table in the contact staff can provide than quality services to the user.
In above-mentioned realization Subscriber Locked contact staff's flow process, step S302 and step S304 also can omit.In the follow-up step, customer service system can directly utilize the user to login the employed termination number of customer service system, searches the contact staff's of the locking whether the termination number correspondence is arranged incidence relation table in memory cell.
In above-mentioned realization Subscriber Locked contact staff's method flow, can realize setting up related between this user and the contact staff according to user's wish.
Accordingly, the embodiment of the invention also provides a kind of user's method of servicing, when being implemented in the user and need inserting contact staff of its locking in advance, for it inserts its contact staff of locking in advance.
Specifically, in user's (for example user's first) visit customer service system, if user's first need be used manual service, whether voice suggestion user first can be play in the media answer unit of customer service system will be connected on the contact staff that it selects to insert its locking, if it selects to insert its contact staff of locking in advance, then carry out step as shown in Figure 4:
Step S401, when user's first is chosen as its contact staff who inserts its locking, the prompting user import number of the account.
This number of the account is the number of the account that customer service system is distributed to him in user's first locking contact staff process, in memory cell, and each user's the number of the account and the contact staff's of this Subscriber Locked incidence relation table corresponding stored.
The number of the account that step S402, customer service system are imported according to user's first is searched the contact staff's of this user's first locking incidence relation table from memory cell.
In this step S402, when storing the corresponding contact staff's of a plurality of business incidence relation table in the memory cell, also need according to current service corresponding service type, search the contact staff's of this user's first locking incidence relation table.
Step S403, determine currently in the contact staff's who finds incidence relation table, whether have the contact staff online.When the contact staff is online, execution in step S404; When not having the contact staff online, execution in step S405.
Step S404, judge among the contact staff of at present online Subscriber Locked whether the contact staff who is in idle condition is arranged; Then execution in step S406 and step S407 are arranged, if do not have, execution in step S409 then.
Step S405, in chronological sequence the order user's first is listed in second waiting list.
For to show difference, in this step S405, with etc. the formation lined up of contact staff's the user of locking to be accessed be called first waiting list, the formation that other user lines up is called second waiting list.
Step S406, be among the contact staff of idle condition,, choose a highest contact staff of historical opinion rating value according to the height of each contact staff's historical opinion rating value in contact staff's the incidence relation table this user's first locking current.
Step S407, insert the contact staff that this chooses out for user's first.
Whether media answer unit prompting user first waits for contact staff's free time of its locking in step S408, the customer service system, if user's first selects to wait for that then execution in step S409 selects not wait for as if user's first, then execution in step S405.
Step S409, user's first is listed in first waiting list according to the time order and function order.
In the specific implementation, the embodiment of the invention can also be omitted the step that the user imports number of the account, in step S402, customer service system directly inserts the termination number that customer service system is used according to user's first, in memory cell, search the contact staff's of this user's first locking incidence relation table,, then carry out subsequent step S403 to S409 if find.
Under the situation of using user terminal number as the contact staff's who searches its locking incidence relation table, supposing to login before this user's first customer service system, to lock contact staff's operation employed be number of the account or the termination number that system assignment is given him, and this login employed during customer service system be that (what use when for example locking the contact staff is fixed telephone terminal to another termination number, and this login is used during customer service system is the portable terminal of mobile phone and so on), and this user's first never used this termination number of this login to lock the contact staff, do not store contact staff's the incidence relation table of the termination number correspondence of its current use in the customer service system yet, insert the contact staff that it locked in order to be embodied as this user's first, in step S402, when the incidence relation table searched less than the contact staff of this Subscriber Locked, can also comprise the steps:
The termination number of pointing out user's first whether current use is set is related with other numbers of the account or termination number;
According to other numbers of the account or the termination number that user's first is provided with, search the contact staff's of other numbers of the account that this user's first is provided with or termination number correspondence incidence relation table;
Whether determine has the contact staff online in the contact staff's that finds the incidence relation table.
Follow-up step is identical to step S409 with step S404, does not repeat them here.
After this if user's first is when reusing this termination number, and customer service system can be according to other numbers of the account or the termination number of its association, and whether the contact staff who searches this user's first locking is online.
After executing above-mentioned process step S409, when occurring the contact staff in the seat and transfer idle condition to, continue to carry out step as shown in Figure 5 by busy condition.
Step S501, in first waiting list, search successively whether have the locking this contact staff the user; If have, execution in step S502 and step S503, if do not have, execution in step S504 then;
Step S502, determine that in first waiting list all have locked among this contact staff's the user, come top user in chronological order;
Step S503, the user who determines for step S502 insert this contact staff;
Step S504, be that the user who ranks the first in second waiting list inserts this contact staff.
Above-mentioned steps S501 to S504 can trigger under the contact staff transfers to idle condition by busy condition the situation occurring, carry out repeatedly, until the current contact staff who transfers idle condition to by busy condition is the contact staff of this user's first locking, and when this user's first comes all users' that lock this contact staff foremost in first waiting list, for this user's first inserts this contact staff.
The flow process of Fig. 4 and Fig. 5 has realized when the user need wait for the contact staff of its locking, can insert the contact staff of its locking as soon as possible, when abandoning waiting for the contact staff of its locking, also can insert other contact staff for it as soon as possible.
A kind of method and customer service system that realizes the Subscriber Locked contact staff that the embodiment of the invention provides, after the contact staff finishes service, whether the prompting user needs to lock this contact staff, when if this user selects to lock this contact staff, set up this user's termination number or the number of the account of distribution and the incidence relation between this contact staff, realization is according to user's demand, set up its with the contact staff between related.
In addition, user's method of servicing and customer service system that the embodiment of the invention provides when the user logins customer service system and selects contact staff by its locking to serve for it, are preferably the contact staff that it inserts the current free time of its locking.Like this, in the time of not only can realizing that the user logins customer service system, recommend to insert its related contact staff to it, the contact staff who reaches by this user's appointment is the purpose of its service, and, further, when the contact staff of Subscriber Locked is in busy condition, if it selects to wait for, then insert the idle contact staff that transfers to of its locking for it, if select not wait for, for its contact staff who inserts other Random assignments can be its access contact staff to avoid long wait to reduce user's experience neatly, in time.
Obviously, those skilled in the art can carry out various changes and modification to the present invention and not break away from the spirit and scope of the present invention.Like this, if of the present invention these are revised and modification belongs within the scope of claim of the present invention and equivalent technologies thereof, then the present invention also is intended to comprise these changes and modification interior.
Claims (11)
1. a customer service system is characterized in that, comprising:
Tip element is used for after the contact staff of current service finishes service, and whether the prompting user locks this contact staff;
Associative cell is used for when this user selects to lock this contact staff, sets up the incidence relation between the contact staff of this user's termination number and current service,
Or for this user distributes a number of the account, and set up the contact staff's of this number of the account and current service incidence relation.
2. customer service system as claimed in claim 1 is characterized in that, also comprises: memory cell and determining unit;
Described memory cell is used to store user's number of the account or the contact staff's that termination number is locked incidence relation table;
Described determining unit, be used for when this user selects to lock this contact staff, according to the number of the account of this user's input or the termination number of access customer service system use, determine whether to have in the described memory cell contact staff's of this Subscriber Locked incidence relation table, and the ID that whether has the contact staff of current service in the contact staff's of this Subscriber Locked the incidence relation table;
Described associative cell, also be used for determining that when determining unit memory cell is not during the contact staff's of this Subscriber Locked incidence relation table, in described memory cell, create the contact staff's of described user's number of the account or termination number correspondence incidence relation table, the contact staff's of current service ID is added in the incidence relation table of establishment; And
When determining unit determine to have in the memory cell this Subscriber Locked the contact staff the incidence relation table and when wherein not having contact staff's the ID of described current service, the contact staff's of described current service ID is added in contact staff's the incidence relation table of this Subscriber Locked.
3. customer service system as claimed in claim 1, it is characterized in that, described Tip element also is used for after incidence relation table as the contact staff of Subscriber Locked existed or added the contact staff of current service, and the prompting user estimates the contact staff of described current service;
Described memory cell also is used for contact staff's the opinion rating value of the current service of recording user input, or uses the opinion rating value of input to upgrade its original opinion rating value; With the described opinion rating value of input and this contact staff's ID corresponding stored.
4. customer service system as claimed in claim 3, it is characterized in that, described memory cell also is used for when the user is lower than preset threshold for the contact staff's of current service opinion rating, this contact staff ID of deletion from the contact staff's of this user's correspondence incidence relation table.
5. a customer service system is characterized in that, comprising:
Determining unit, be used for when the user when customer service system is chosen as its contact staff who inserts its locking, determine whether that the contact staff of described Subscriber Locked is online;
Access unit is used for inserting the current contact staff who is in idle condition of its locking for this user when described determining unit defines that the contact staff of this Subscriber Locked is online and current to be in idle condition.
6. customer service system as claimed in claim 5 is characterized in that, also comprises: Tip element;
Described determining unit, the termination number that uses when also being used for according to the current access customer service system of this user determines whether to store the contact staff's of this Subscriber Locked incidence relation table; And, obtain the contact staff's of described other numbers of the account or termination number correspondence incidence relation table according to other numbers of the account or termination number that the user is provided with; Whether determine has the contact staff online in the contact staff's that gets access to the incidence relation table;
Described Tip element is used for when determining unit determines not store contact staff's the incidence relation table of this Subscriber Locked, and the termination number of pointing out this user whether current use is set is related with other numbers of the account or termination number.
7. customer service system as claimed in claim 6 is characterized in that, whether described Tip element also is used for pointing out this user to select to wait for when described determining unit defines that the contact staff of Subscriber Locked is online and current to be in busy condition;
Described access unit also is used for biding one's time when the user selects grade, and this user is joined in first waiting list according to the time order and function order; When the current contact staff who transfers idle condition to by busy condition is the contact staff of this Subscriber Locked, and this user comes in first waiting list before all users that lock this contact staff, for this user inserts this contact staff.
8. a method that realizes the Subscriber Locked contact staff is characterized in that, comprising:
After the contact staff of current service finished service, whether Tip element prompting user locked this contact staff;
When this user selected to lock this contact staff, associative cell was set up the incidence relation between the contact staff of this user's termination number and described current service, or
For the user distributes a number of the account, and set up the contact staff's of this number of the account and current service incidence relation.
9. method as claimed in claim 8, it is characterized in that, when the user selects to lock this contact staff, also comprise: the termination number that determining unit is used according to the number of the account or the access customer service system of this user's input, determine whether memory cell stores the contact staff's of this Subscriber Locked incidence relation table; And the ID that whether has the contact staff of current service in the contact staff's of this Subscriber Locked the incidence relation table;
Associative cell is set up the incidence relation between the contact staff of this user's termination number or number of the account and current service, specifically comprises:
When definite result of described determining unit when no, the contact staff's of the described user's of establishment number of the account or termination number correspondence incidence relation table in described memory cell, and the contact staff's of current service ID is added in the incidence relation table of establishment;
When definite result of described determining unit for having, and when not having contact staff's the ID of current service in the contact staff's of described locking the incidence relation table, then the contact staff's of described current service ID is added in contact staff's the incidence relation table of this Subscriber Locked of cell stores.
10. user's method of servicing is characterized in that, comprising:
When the user was chosen as its contact staff who inserts its locking in customer service system, determining unit determined whether that the contact staff of this Subscriber Locked is online;
When determining unit defined that the contact staff of this Subscriber Locked is online and current to be in idle condition, access unit inserted the current contact staff who is in idle condition of its locking for this user.
11. method as claimed in claim 10 is characterized in that, described determining unit determines whether that the contact staff of described Subscriber Locked is online, comprising:
The termination number that described determining unit is used during according to the current access customer service system of this user determines whether to store the contact staff's of this Subscriber Locked incidence relation table;
When definite result for not the time, the termination number that Tip element points out this user whether current use is set is related with other numbers of the account or termination number;
Determining unit is obtained the contact staff's of described other numbers of the account or termination number correspondence incidence relation table according to other numbers of the account or termination number that the user is provided with; Whether determine has the contact staff online in the contact staff's that gets access to the incidence relation table.
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| CN 200910150742 CN101938578B (en) | 2009-06-30 | 2009-06-30 | Method for realizing lock-in of customer service staff by customer, customer service method and customer service system |
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Effective date of registration: 20170825 Address after: 231400, Anhui City, Anqing province Tongcheng City, the town of God Jin Lian Village stone bridge group Co-patentee after: Yu Lipeng Patentee after: Yang Wenquan Co-patentee after: Zhang Jingfen Co-patentee after: Zhang Na Co-patentee after: Zhang Peicheng Address before: 518057 Nanshan District Guangdong high tech Industrial Park, South Road, science and technology, ZTE building, Ministry of Justice Patentee before: ZTE Corporation |
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Inventor after: Yang Wenquan Inventor after: Yu Lipeng Inventor after: Zhang Jingfen Inventor after: Zhang Na Inventor after: Zhang Peicheng Inventor before: Feng Yuxiang |