CN102045535A - Device, system and method for user to select customer service representative by video - Google Patents
Device, system and method for user to select customer service representative by video Download PDFInfo
- Publication number
- CN102045535A CN102045535A CN2009101809050A CN200910180905A CN102045535A CN 102045535 A CN102045535 A CN 102045535A CN 2009101809050 A CN2009101809050 A CN 2009101809050A CN 200910180905 A CN200910180905 A CN 200910180905A CN 102045535 A CN102045535 A CN 102045535A
- Authority
- CN
- China
- Prior art keywords
- customer service
- user
- video
- service representative
- information
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Landscapes
- Telephonic Communication Services (AREA)
- Two-Way Televisions, Distribution Of Moving Picture Or The Like (AREA)
Abstract
The invention provides a device, a system and method for users to select a customer service representative by video. The device comprises a service application module and a route queuing module, wherein the service application module is used for transmitting a customer service representative pre-queuing request message to the route queuing module according to an access request initiated by a user, and generating the video data playing path of the customer service representative according to a pre-queuing result returned by the route queuing module; the service application module is also used for accessing the user into the customer service representative selected by the user when receiving the passing information of the relevant customer service representative selected by the video; and the route queuing module pre-queues the current idle customer service representatives according to a preset rule after receiving the customer service representative pre-queuing request message which is transmitted from the service application module and returning a pre-queued result to the service application module. According to the invention, the purpose of selecting the customer service representative by videos for users can be realized.
Description
Technical field
The present invention relates to user and customer service system interaction technique field, particularly a kind of user video of realizing is selected contact staff's device, system and method.
Background technology
The flow process that existing customer service system is called out the customer service representative generally is: the first step, access code incoming call voice menu business; In second step, language menu is play voice to the user and is told user key-press and will call out access customer service representative; In the 3rd step, the access customer service system is chosen a customer service arbitrarily and is represented as user's service in the job number that satisfies condition.
Progressively ripe along with 3G network, the user can get more and more for the demand of video call, is not only common user and the video calling between the user, but also needs traditional system of client service center also video capability to be supported.The mode of traditional language menu can not satisfy user's needs again, so interactive video sound responding (Interactive Video and Voice Response occurred, IVVR) menu allows the user see more intuitively which step its operation has proceeded to by video image.But the selection of customer service representative also just is based upon on the basis of being chosen by strategy by system, and the control of client's selection is all finished by system, has so just reduced user's mutual degree.The mode of operation of simultaneously such video traffic has not also been given play to the video capability of IVVR menu fully.
In patent CN101079845, mention a kind of system, the distribution of messages that the terminal use is sent is to the authentication customer service representative of system's appointment, is represented as user service method by the customer service of appointment.This method is identical with traditional customer service system in fact, all is that strategy by system decides the customer service representative into user's service, and the service of customer service representative only limits to instant message, not to the utilization of 3G video capability.
In patent CN1753511, mention a kind of wireless service guide system, though this system has comprised the function of special messenger's service and the function of wireless access,, this system mainly also is based on the 2G network, and video capability is not provided, and does not bring into play the advantage of 3G.
As seen under the situation that 3G network is popularized gradually at home, a kind of customer service system need be provided, not only has the function that the customer service representative is selected in traditional queuing, also needing provides the function of being specified the specific customer service representative by the user for user terminal, to satisfy user's individual demand, the video data that also needs system when the user selects customer service to represent, to provide abundant customer service directly perceived more to represent for the user.
Summary of the invention
The objective of the invention is to, provide a kind of user video of realizing to select contact staff's device, can make user video select the contact staff.
Another object of the present invention is to, provide a kind of user video of realizing to select contact staff's system, can make user video select the contact staff.
Another purpose of the present invention is, provides a kind of user video of realizing to select contact staff's method, can make user video select the contact staff.
Realization user video of the present invention is selected contact staff's device, comprise business application module and routing queue module, wherein, described business application module, be used for inserting request according to Client-initiated, carry out the pre-queuing of customer service representative request message to the routing queue module transmission, and generate the video data broadcast path of customer service representative according to the pre-queuing result that described routing queue module is returned; And be used for when receiving the information of the relevant customer service representative that the user selects by video, the user being inserted the customer service representative of its selection; Described routing queue module, be used for receive that described business application module sends carry out the pre-queuing of customer service representative request message after, according to presetting rule the customer service representative of current free time is lined up in advance, and the result that will line up in advance returns to described business application module.
Wherein, described business application module, be used for when receiving the information of the relevant customer service representative that the user selects by video, the information of relevant customer service representative is passed to routing queue module, and the state of this customer service representative of notice routing queue module is set to the seizure condition of lining up, and after the message of receiving the modification success that routing queue module is returned, the user is inserted the customer service representative of its selection; Described routing queue module is further used for inserting the situation that customer service is represented according to the user, in real time customer service representative state is made amendment.
Wherein, described routing queue module is used for the structure of information formation with the customer service representative of present free time, and the information of a plurality of idle customer services representatives is returned to described business application module as an array by the inside story interface.
Wherein, the information of described customer service representative comprises job number, phone number, service class and favorable comment degree.
System of the present invention, comprise the device of realizing user video selection contact staff, also comprise 3G video gateway and media server, wherein, described 3G video gateway is used to realize the conversion of the voice and video form that transmits between IP territory and the circuit domain, after receiving the video data encoded packets that media server transmits by IP network, be converted into the video coding bag that the user can receive, send to the user; And when the user selected the information of relevant customer service representative by video, the key information that the user is pressed was sent to described media server; Described media server, be used to the voice and video resource that operation flow provides to be needed, and be used for the key information that described user presses is sent to business application module, and the video data broadcast path of the customer service that provides according to described business application module representative, the video data encoded packets of customer service representative is sent to described 3G video gateway by IP network.
Wherein, described media server is used for the key information that described user presses is sent to business application module by sip message; Described business application module is used to receive the sip message that described media server is sent, and resolves to obtain key information, and analyzes the information of the relevant customer service representative that obtains the user video selection.
Realization user video of the present invention is selected contact staff's method, comprises the following steps:
Steps A: insert request according to Client-initiated, the customer service representative of current free time is lined up in advance according to presetting rule;
Step B: the video data broadcast path that generates the customer service representative according to this pre-queuing result;
Step C: when receiving the information of the relevant customer service representative that the user selects by video, the user is inserted the customer service representative of its selection.
Wherein, in described step C, when receiving the information of the relevant customer service representative that the user selects by video, before the customer service representative that the user is inserted its selection, the state that comprises the following steps: this customer service representative is set to the seizure condition of lining up, and after the status modifier success, the user is inserted the customer service representative of its selection.
Wherein, in described steps A, when customer service representative is lined up in advance, the information of the customer service representative of present free time is constituted a structure, and with the information of a plurality of idle customer services representatives as an array.
Wherein, in described step B, comprise the following steps:
Step B1: the video data broadcast path that the customer service that media server provides according to system is represented, the video data encoded packets that customer service is represented is sent to described 3G video gateway by IP network;
Step B2:3G video gateway is converted into the video coding bag that the user can receive after receiving the video data encoded packets that media server transmits by IP network, send to the user;
Wherein, in described step C, comprise the following steps:
When the user selected the information of relevant customer service representative by video, the 3G video gateway was sent to media server with the key information that the user presses; System obtains the information of the relevant customer service representative of user video selection according to the key information of media server.
The invention has the beneficial effects as follows: device, the system and method for selecting the contact staff according to realization user video of the present invention, utilized video capability to specify customer service representative service more fully for customer service system provides the user, not only satisfied the demand of user to the video customer service, also provide more interactivity for the user, the selection of customer service representative is selected to have given the user selection by system, when selecting, provide detailed data directly perceived more simultaneously for the user, also strengthen the user experience impression, be convenient to carrying out of follow-up other business.
Description of drawings
Fig. 1 is the system schematic that realization user video of the present invention is selected the contact staff;
Fig. 2 is the method flow diagram that realization user video of the present invention is selected the contact staff;
Fig. 3 is the method flow diagram that the realization user video of the embodiment of the invention is selected the contact staff.
Embodiment
Below, 1～3 describe device, the system and method that realization user video of the present invention is selected the contact staff in detail with reference to the accompanying drawings.
Realization user video of the present invention is selected contact staff's device, comprise business application module and routing queue module, wherein, business application module, be used for inserting request according to Client-initiated, carry out the pre-queuing of customer service representative request message to the routing queue module transmission, and, obtain the video data that customer service is represented for the user according to the video data broadcast path that the pre-queuing result that routing queue module is returned generates the customer service representative; And be used for when receiving the information of the relevant customer service representative that the user selects by video, the user being inserted the customer service representative of its selection.
Routing queue module, be used for receive that business application module sends carry out the pre-queuing of customer service representative request message after, add up current customer service and represent idle condition, according to presetting rule the customer service representative is lined up in advance, and the result that will line up in advance returns to business application module; And the situation that is used for inserting according to the user customer service representative, in real time customer service representative state is made amendment.
Wherein, business application module, be used for when receiving the information of the relevant customer service representative that the user selects by video, information such as the number of relevant customer service representative and job number are passed to routing queue module, tell the routing queue module state that the state that this customer service is represented is set to line up and takies, and after the message of receiving the modification success that routing queue module is returned, the user is inserted the customer service representative of its selection.
As shown in Figure 1, realization user video of the present invention is selected contact staff's system, comprises above-mentioned realization user video selection contact staff's device, also comprises 3G video gateway and media server.
Wherein, the 3G video gateway is used for being responsible for docking with the core net of wireless side the conversion of the voice and video form that transmits between realization IP territory and the circuit domain.
For example, be the signaling message that can transmit in the IP side with the message conversion of circuit domain, and the voice and video of circuit domain is converted to the voice and video form that can transmit in the IP territory.This 3G video gateway, (Session Initiation Protocol, SIP) business application module in message format and apparatus of the present invention carries out alternately by conversation initialized protocol.
Media server, the voice and video that is used to operation flow to need provides resource link.These links are many, and (Net File System, form NFS) realizes by NFS.Be converted into after media server is encoded these resources and can play to the cellphone subscriber at the H263 form and the MP4 form of 3G support.During operation such as playback that relates in operation flow and displaying video, business application module can inform that media server carries out the broadcast of corresponding voice and video by sip message and media apparatus interaction.
As shown in Figure 2, be realization user video selection contact staff's of the present invention method flow diagram, this method comprises the following steps:
Step 100: system inserts request according to Client-initiated, adds up current customer service and represents idle condition, according to presetting rule the customer service representative is lined up in advance;
Step 200: the video data broadcast path according to this pre-queuing result generates the customer service representative obtains the video data that customer service is represented for the user;
Step 300: when receiving the information of the relevant customer service representative that the user selects by video, the user is inserted the customer service representative of its selection, and, in real time customer service representative state is made amendment according to the situation that the user inserts the customer service representative.
Fig. 3 is the method flow diagram that the realization user video of the embodiment of the invention is selected the contact staff, specifically comprises the following steps:
Step 11: system enters the manual service type selecting after receiving that Client-initiated inserts request, and user oneself selects the customer service representative still to select to specify the customer service representative by system.
Wherein, the prompting of the IVVR menu that the user can play according to media server module, selecting is that strategy according to system configuration is that the user selects the customer service representative by system, still user oneself appointment customer service is represented.
Step 12: when the user selected oneself to specify customer service to represent, the business application module in apparatus of the present invention was earlier mutual by inside story and routing queue module, calls the pre-queuing function interface of routing queue module.
Step 13: the information such as job number, phone number, service class and favorable comment degree of the customer service representative that routing queue module will be idle at present constitute a structure, and the information of a plurality of idle customer service representatives is returned to Service Processing Module as an array by the inside story interface.Wherein, each element in this array is represented the structure of a customer service representative information.
Step 14: the array as a result that business application module returns according to routing queue module, generate the video data broadcast path of customer service representative, and by media server to the video data that the user provides relevant customer service representative, select for the user.
Wherein, in step 14, specifically comprise the following steps:
Step 141: the information of extracting relevant customer service representative in the currentElement;
Step 142: generate according to these information customer services representative the data video broadcast path and be superimposed upon Word message on the video, favorable comment degree etc. for example;
Step 143: sending the message of displaying video to media server, and tell media server with the video path and the literal stack content that generate, is that the cellphone subscriber plays customer service and represents video data by media server.
Step 15: the user presses particular key according to visual prompts, for example by " * " or " # " key, then media server can convert press key message to relevant signaling and feeds back to business application module and handle, business application module according in the message with the push-button type value judge that the video data of the previous customer service representative of playing current customer service representative still is the video data of back customer service representative;
Wherein, business application module is with INDEX value+1 or-1 of array, and repeating step 141 to step 143 is carried out the processing that on behalf of video data, other customer services play.
Step 16: when the user collects the digits according to the acknowledgement key of system's appointment, the media server message conversion that will collect the digits becomes signaling message to issue business application module, business application module is analyzed the number of current customer service representative, and takies for queuing to routing queue module request modification customer service representative state.
Step 17: when business application module was received the message of the modification state success that routing queue module is returned, business application module made a call to the customer service representative of appointment, finishes the call setup of mobile phone and customer service representative this moment, and call flow finishes.
In addition, if business application module receive queuing failure that routing queue module returns as a result the time, select to wait for this customer service representative service or requeue that by IVVR menu prompt user perhaps operation flow is withdrawed from on-hook.If the user selects on-hook, then flow process finishes; If select to requeue, then, rank again according to as previously mentioned; Wait for that then the user enters queue queue if select.When current calling is finished in the customer service representative, can initiate status modification message to routing queue module by the informing business application module, routing queue module receives that message is the free time with the status modifier of customer service representative, and the result returned to business application module, search for queue queue simultaneously and check whether the user is arranged waiting customer service representative to be accessed, if there is the user to wait for, then choose the user who waits in the formation at most, carry out call setup, if there is not the user to wait for, process ends then.
In sum, select contact staff's device, system and method according to realization user video of the present invention, when realizing that the user specifies customer service to represent function, realized the video playback of customer service representative data, the customer service of oneself serving that is chosen for that the user can be convenient is represented.Compared with prior art, this invention has utilized video capability to specify the service of customer service representative for customer service system provides the user more fully, not only satisfied the demand of user to the video customer service, also provide more interactivity for the user, the selection of customer service representative is selected to have given the user selection by system, while for the user provides detailed data directly perceived more, has also been strengthened the user experience impression when selecting, be convenient to carrying out of follow-up other business.
More than be in order to make those of ordinary skills understand the present invention; and to detailed description that the present invention carried out; but can expect; in the scope that does not break away from claim of the present invention and contained, can also make other variation and modification, these variations and revising all in protection scope of the present invention.
Claims (11)
1. a device of realizing user video selection contact staff is characterized in that, comprises business application module and routing queue module, wherein,
Described business application module is used for inserting request according to Client-initiated, sends to routing queue module and carries out the pre-queuing of customer service representative request message, and generate the video data broadcast path of customer service representative according to the pre-queuing result that described routing queue module is returned; And be used for when receiving the information of the relevant customer service representative that the user selects by video, the user being inserted the customer service representative of its selection;
Described routing queue module, be used for receive that described business application module sends carry out the pre-queuing of customer service representative request message after, according to presetting rule the customer service representative of current free time is lined up in advance, and the result that will line up in advance returns to described business application module.
2. realization user video as claimed in claim 1 is selected contact staff's device, it is characterized in that,
Described business application module, be used for when receiving the information of the relevant customer service representative that the user selects by video, the information of relevant customer service representative is passed to routing queue module, and the state of this customer service representative of notice routing queue module is set to the seizure condition of lining up, and after the message of receiving the modification success that routing queue module is returned, the user is inserted the customer service representative of its selection;
Described routing queue module is further used for inserting the situation that customer service is represented according to the user, in real time customer service representative state is made amendment.
3. realization user video as claimed in claim 1 or 2 is selected contact staff's device, it is characterized in that, described routing queue module, the information that is used for customer service representative that will be idle at present constitutes a structure, and the information of a plurality of idle customer service representatives is returned to described business application module as an array by the inside story interface.
4. realization user video as claimed in claim 1 or 2 is selected contact staff's device, it is characterized in that, the information of described customer service representative comprises job number, phone number, service class and favorable comment degree.
5. a system that comprises as device as described in the claim 1 to 4 is characterized in that, also comprises 3G video gateway and media server, wherein,
Described 3G video gateway, be used to realize the conversion of the voice and video form that transmits between IP territory and the circuit domain, after receiving the video data encoded packets that media server transmits by IP network, be converted into the video coding bag that the user can receive, send to the user; And when the user selected the information of relevant customer service representative by video, the key information that the user is pressed was sent to described media server;
Described media server, be used to the voice and video resource that operation flow provides to be needed, and be used for the key information that described user presses is sent to business application module, and the video data broadcast path of the customer service that provides according to described business application module representative, the video data encoded packets of customer service representative is sent to described 3G video gateway by IP network.
6. system as claimed in claim 5 is characterized in that,
Described media server is used for the key information that described user presses is sent to business application module by sip message;
Described business application module is used to receive the sip message that described media server is sent, and resolves to obtain key information, and analyzes the information of the relevant customer service representative that obtains the user video selection.
7. a method that realizes user video selection contact staff is characterized in that, comprises the following steps:
Steps A: insert request according to Client-initiated, the customer service representative of current free time is lined up in advance according to presetting rule;
Step B: the video data broadcast path that generates the customer service representative according to this pre-queuing result;
Step C: when receiving the information of the relevant customer service representative that the user selects by video, the user is inserted the customer service representative of its selection.
8. realization user video as claimed in claim 7 is selected contact staff's method, it is characterized in that, in described step C, when receiving the information of the relevant customer service representative that the user selects by video, before the customer service representative that the user is inserted its selection, the state that comprises the following steps: this customer service representative is set to the seizure condition of lining up, and after the status modifier success, the user is inserted the customer service representative of its selection.
9. realization user video as claimed in claim 7 is selected contact staff's method, it is characterized in that, in described steps A, when the customer service representative is lined up in advance, the relevant information of the customer service of present free time representative is constituted a structure, and with the information of a plurality of idle customer services representatives as an array.
10. realization user video as claimed in claim 7 is selected contact staff's method, it is characterized in that, in described step B, comprises the following steps:
Step B1: the video data broadcast path that the customer service that media server provides according to system is represented, the video data encoded packets that customer service is represented is sent to described 3G video gateway by IP network;
Step B2:3G video gateway is converted into the video coding bag that the user can receive after receiving the video data encoded packets that media server transmits by IP network, send to the user;
11. realization user video as claimed in claim 7 is selected contact staff's method, it is characterized in that, in described step C, comprises the following steps:
When the user selected the information of relevant customer service representative by video, the 3G video gateway was sent to media server with the key information that the user presses; System obtains the information of the relevant customer service representative of user video selection according to the key information of media server.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200910180905.0A CN102045535B (en) | 2009-10-21 | 2009-10-21 | Device, system and method for user to select customer service representative by video |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN200910180905.0A CN102045535B (en) | 2009-10-21 | 2009-10-21 | Device, system and method for user to select customer service representative by video |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN102045535A true CN102045535A (en) | 2011-05-04 |
| CN102045535B CN102045535B (en) | 2014-02-05 |
Family
ID=43911249
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN200910180905.0A Active CN102045535B (en) | 2009-10-21 | 2009-10-21 | Device, system and method for user to select customer service representative by video |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102045535B (en) |
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103067375A (en) * | 2012-12-26 | 2013-04-24 | 北京思特奇信息技术股份有限公司 | Method and device of connection session among network nodes |
| CN105095459A (en) * | 2015-07-29 | 2015-11-25 | 北京京东尚科信息技术有限公司 | Dedicated customer service method and device |
| CN105766009A (en) * | 2013-11-27 | 2016-07-13 | 宝马股份公司 | Method and system for making available an assistance suggestion for a user of a motor vehicle |
| CN114429679A (en) * | 2020-10-29 | 2022-05-03 | 福建星网视易信息系统有限公司 | Service place management method and system |
Family Cites Families (1)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101146156B (en) * | 2007-11-13 | 2010-09-08 | 中国电信股份有限公司 | A multimedia information push method and call center system |
-
2009
- 2009-10-21 CN CN200910180905.0A patent/CN102045535B/en active Active
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN103067375A (en) * | 2012-12-26 | 2013-04-24 | 北京思特奇信息技术股份有限公司 | Method and device of connection session among network nodes |
| CN105766009A (en) * | 2013-11-27 | 2016-07-13 | 宝马股份公司 | Method and system for making available an assistance suggestion for a user of a motor vehicle |
| US10402212B2 (en) | 2013-11-27 | 2019-09-03 | Bayerisch Motoren Werke Aktiengesellschaft | Method and system for making available an assistance suggestion for a user of a motor vehicle |
| CN105095459A (en) * | 2015-07-29 | 2015-11-25 | 北京京东尚科信息技术有限公司 | Dedicated customer service method and device |
| CN114429679A (en) * | 2020-10-29 | 2022-05-03 | 福建星网视易信息系统有限公司 | Service place management method and system |
Also Published As
| Publication number | Publication date |
|---|---|
| CN102045535B (en) | 2014-02-05 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US9894111B2 (en) | System and method for data transfer between terminals in voice communication under voice over internet protocol (VoIP) | |
| CN101668162A (en) | Implementation method of video conference and video conference system | |
| CN101677388A (en) | Visual communication system, terminal gateway, video gateway and visual communication method | |
| CN111356024B (en) | Online video communication method and storage medium for webpage end and wechat applet end | |
| CN103152316A (en) | Achieving method, device and system for interactive voice response (IVR) | |
| CN101453524A (en) | Multimedia service implementing method | |
| EP4262320A1 (en) | Call processing system and call processing method | |
| CN101640736B (en) | Method and system for realizing visual customer service | |
| CN102420897B (en) | Mobile phone communication information transmitting method and device | |
| KR20120035100A (en) | Method and apparatus for providing emotion analysys to the opposite party in real time during video call using smart devices | |
| CN102045535B (en) | Device, system and method for user to select customer service representative by video | |
| CN112887194A (en) | Interactive method, device, terminal and storage medium for realizing communication of hearing-impaired people | |
| CN101888377A (en) | Communication method, media server and communication system | |
| CN100486367C (en) | System and method for realizing color image service | |
| CN102457772B (en) | Information display method and information display device | |
| CN103108010B (en) | The realization method and system of communication service in the terminal operating system of trustship | |
| CN100581197C (en) | Method and system for acquiring medium property information and terminal equipment | |
| CN101621667B (en) | Video providing method and system, and network device | |
| CN113630512A (en) | Rich media call mobile terminal system and use method thereof | |
| CN101577767A (en) | Real-time voice-to-text conversion for telecommunication services | |
| CN101425067B (en) | Information retrival method and system | |
| CN101568007B (en) | Video information processing method and system based on 3G video calling center | |
| CN100531153C (en) | System and method for providing information resource display on IP multimedia communication network | |
| US9143726B2 (en) | Video media server for realizing video intercommunication gateway function and video intercommunication method | |
| CN101635774A (en) | CTIEX, system and method for realizing transmission of channel associated data of seat and automatic service |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant |