CN102387264B - The processing method of call control strategy, device and call center - Google Patents
The processing method of call control strategy, device and call center Download PDFInfo
- Publication number
- CN102387264B CN102387264B CN201010269309.2A CN201010269309A CN102387264B CN 102387264 B CN102387264 B CN 102387264B CN 201010269309 A CN201010269309 A CN 201010269309A CN 102387264 B CN102387264 B CN 102387264B
- Authority
- CN
- China
- Prior art keywords
- calling
- seat
- flow
- flow file
- call
- 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.)
- Active
Links
Abstract
The invention discloses a kind of processing method of call control strategy, device and call center, the method comprises the following steps: call center receives the calling of user; Determine the flow file corresponding with the matching strategy between calling and idle seat, wherein, flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And execution flow file, and set up the call with calling according to execution result.By invention enhances flexibility and the convenience of system, improve Consumer's Experience.
Description
Technical field
The present invention relates to the communications field, particularly relate to a kind of processing method of call control strategy, device and call center.
Background technology
(Call Center) is also called Customer Service Center in call center, be a kind of based on computer communication integrated technology, make full use of communication network and computer network multiple function integrated, and with the integrated information service system that enterprise is connected as a single entity, be the business agent of one group of seat or company concentrate carry out calling process, system that send that calling and user contact one special.Call center can provide the multiple business such as phone, fax, Email to user, is mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry etc., such as, and 10000 in telecommunications industry, 95555 in financial circles etc.
Along with the development of economic life, the dependence of people to enterprise or Customer Service Center of department is more and more higher, telecom operators it is also proposed higher requirement to the call completing rate of manual service in call center, and the call completing rate of manual service depends on that the strategy of seat or seat selective call is selected in calling to a great extent.Usually, we select the process of idle seat to be referred to as route calling, seat is selected the process of the calling waited in line be referred to as to queue up, so based on the above-mentioned requirement to manual service call completing rate, each operator proposes demand miscellaneous to routing policy or queuing policy.
Inventor finds in above-mentioned correlation technique, and original route queuing strategy of fixedly stylizing needs the change constantly update routine code according to user's request, the time and human cost higher, the object that user completes policy update fast cannot be met.
Summary of the invention
Main purpose of the present invention is the processing scheme providing a kind of call control strategy, at least to solve the problem that route queuing strategy in above-mentioned correlation technique needs constantly manually to change according to the change of user's request program code.
To achieve these goals, according to an aspect of the present invention, a kind of processing method of call control strategy is provided.
According to the processing method of call control strategy of the present invention, comprise the following steps: call center receives the calling of user; Determine the flow file corresponding with the matching strategy between calling and idle seat, wherein, flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And execution flow file, and set up the call with calling according to execution result.
Further, before call center receives the calling of user, the method also comprises: use flow chart developing instrument basic functional blocks to be depicted as the flow chart of matching strategy according to predetermined logic; Compiling flow chart, generates the flow file corresponding with flow chart, and the flow file of generation is loaded into call center.
Further, determine to comprise with flow file corresponding to matching strategy between calling with idle seat: the flow file corresponding with the routing policy called out is determined in the source according to the period residing for call out or calling.
Further, determine that the flow file corresponding with the matching strategy between calling and idle seat comprises: determine the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.
Further, basic functional blocks comprises one of at least following: according to condition screen seat, select optimum seat, select optimum calling, calling enters queuing.
Further, predetermined logic comprises: parameter attribute and conditional jump, wherein, parameter attribute comprise following one of at least: calling or the technical ability of seat, affiliated area, seat free time, calling time started.
To achieve these goals, according to a further aspect in the invention, a kind of call center is additionally provided.
According to call center of the present invention, comprising: receiver module, for receiving the calling of user; Determination module, for determining the flow file corresponding with the matching strategy between calling and idle seat, wherein, flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And Executive Module, for performing flow file, and set up the call with calling according to execution result.
Further, determination module also determines the flow file corresponding with the routing policy of calling for the source of the period residing for calling or calling.
Further, determination module is also for determining the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.
To achieve these goals, according to another aspect of the invention, a kind of processing unit of call control strategy is additionally provided.
According to the processing unit of call control strategy of the present invention, comprise: editor module, for basic functional blocks to be depicted as the flow chart of the matching strategy between calling and idle seat according to predetermined logic, wherein, basic functional blocks forms by the functional unit of matching strategy is abstract; And compiling load-on module, for compiling flow chart, generating the flow file corresponding with flow chart, and the flow file of generation is loaded into call center.
Pass through the present invention, flow chart form is adopted to realize the customizable of routing policy and queuing policy, solve the problem that route queuing strategy in correlation technique needs constantly manually to change according to the change of user's request program code, enhance flexibility and the convenience of system, improve Consumer's Experience.
Accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, and form a application's part, schematic description and description of the present invention, for explaining the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart of the processing method of call control strategy according to the embodiment of the present invention;
Fig. 2 is the structured flowchart of the processing unit of call control strategy according to the embodiment of the present invention;
Fig. 3 is the structured flowchart of the call center according to the embodiment of the present invention;
Fig. 4 is the flow chart according to the route of example 2 of the present invention and the executive condition of queuing;
Fig. 5 is the schematic diagram of basic functional blocks in the flow chart according to the matching strategy of example 2 of the present invention;
Fig. 6 is the schematic diagram of the flow chart conditional jump-transfer unit of matching strategy according to example 2 of the present invention;
Fig. 7 be according to the selection of example 3 of the present invention have calling specify technical ability and free time seat at most the schematic flow sheet of route;
Fig. 8 be according to the selection of example 4 of the present invention and calling party with area and free time seat at most route schematic flow sheet;
Fig. 9 is the queuing schematic flow sheet entering the calling of Call Waiting queue according to the selection of example 5 of the present invention at first; And
Figure 10 is the structured flowchart of the treatment system of Call-Control1 according to example 6 of the present invention.
Embodiment
Hereinafter also describe the present invention in detail with reference to accompanying drawing in conjunction with the embodiments.It should be noted that, when not conflicting, the embodiment in the application and the feature in embodiment can combine mutually.
Fig. 1 is the flow chart of the processing method of call control strategy according to the embodiment of the present invention, and the method comprises the following steps:
Step S102, call center receives the calling of user;
Step S104, determine the flow file corresponding with the matching strategy between calling and idle seat, wherein, flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And
Step S106, performs flow file, and sets up the call with calling according to execution result.
Pass through the embodiment of the present invention, functional unit mode is adopted to realize calling out the matching strategy customizable between idle seat, solve the problem that route queuing strategy in correlation technique needs constantly manually to change according to the change of user's request program code, enhance flexibility and the convenience of system, improve Consumer's Experience.
In specific implementation process, flow file can use the file format (such as, xml file etc.) being convenient to expand and understand.
Preferably, before step S102, flow chart developing instrument is used basic functional blocks to be depicted as the flow chart of matching strategy according to predetermined logic; Compiling flow chart, generates the flow file corresponding with flow chart, and the flow file of generation is loaded into call center.Such as, this flow chart developing instrument can be visual, and the flow chart of matching strategy can be the figure formation of simple, intuitive.The flow chart of the Functionalization that user edits by the method as required translates into executable code, is carried in call center, to realize calling out the coupling between idle seat, improves flexibility and the ease for use of system.
Such as, when user's request changes, the embodiment of the present invention can use the logical relation (can be the input parameter of basic functional blocks and the combination of redirect condition) of the flow chart developing instrument amendment basic functional blocks with visualization function figure, just can obtain with the matching strategy of new calling and seat (namely, routing policy or queuing policy) corresponding flow chart, again through system automatic compiling product process file, finally this flow file is loaded into call center, completes the matching process of calling and seat in call center.
Preferably, in step S104, the flow file corresponding with the routing policy of calling is determined in the period residing for calling or the source of calling.The method makes to call out and can go out corresponding routing policy (that is, idle seat is selected in calling) according to its Attributions selection, and goes out the idle seat with this call matches according to routing policy fast finding, improves efficiency and the accuracy of system.
Preferably, in step S104, determine the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.The method makes idle seat can go out the calling of mating with it by queuing policy indicated by flow file (that is, the calling waited in line selected by idle seat) fast finding, improves efficiency and the accuracy of system.
Preferably, above-mentioned basic functional blocks comprises one of at least following: according to condition screen seat, select optimum seat, select optimum calling, calling enters queuing.In specific implementation process, basic functional blocks can also comprise route success, queues up successfully, call out and enter the functional blocks such as queuing.The method can make routing policy or queuing policy can be abstracted into some visual functional blocks (or functional unit), when user needs to change, the combination between the input and output parameter of modify feature block or adjustment functional block is only needed to get final product the change of realization flow strategy, automatically the translation between flow chart that functional block forms and executable code is carried out again by system, achieve the customizable of call flow, improve Consumer's Experience.
Preferably, above-mentioned predetermined logic comprises: parameter attribute and conditional jump, wherein, parameter attribute comprise following one of at least: calling or the technical ability of seat, affiliated area, seat free time, calling time started.Matching strategy between calling and idle seat can consist of according to rational sequential combination the change of functional block parameter and redirect condition by the method, improves the disposal ability of system.
Fig. 2 is the structured flowchart of the processing unit of call control strategy according to the embodiment of the present invention, this device 20 comprises: editor module 22, for basic functional blocks to be depicted as the flow chart of the matching strategy between calling and idle seat according to predetermined logic, wherein, basic functional blocks forms by the functional unit of matching strategy is abstract; And compiling load-on module 24, be coupled to editor module 22, for compiling flow chart, generate the flow file corresponding with flow chart, and the flow file of generation is loaded into call center.
It should be noted that, in specific implementation process, the processing unit of this call control strategy as a kind of developing instrument individualism of calling control flow, also can belong to a part for call platform system.The processing unit adding this call control strategy makes when user's request changes, only need parameter or the combination of revising basic functional blocks, just can obtain the flow chart corresponding with new routing policy or queuing policy, the flow chart compiling that system will reconstitute automatically, product process file, and this flow file is loaded into call center, to complete in call center mating of calling and seat.
Fig. 3 is the structured flowchart of the call center according to the embodiment of the present invention, and this call center 30 comprises: receiver module 32, for receiving the calling of user; Determination module 34, be coupled to receiver module 32, for determining the flow file corresponding with the matching strategy between calling and idle seat, wherein, flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, and basic functional blocks forms by the functional unit of matching strategy is abstract; And Executive Module 36, being coupled to determination module 34, for performing flow file, and setting up the call with calling according to execution result.
Pass through the embodiment of the present invention, functional unit mode is adopted to realize calling out the matching strategy customizable between idle seat, solve the problem that route queuing strategy in correlation technique needs constantly manually to change according to the change of user's request program code, enhance flexibility and the convenience of system, improve Consumer's Experience.
Preferably, determination module 34 also determines the flow file corresponding with the routing policy of calling for the source of the period residing for calling or calling.
Preferably, determination module 34 is also for determining the flow file corresponding with the queuing policy of idle seat according to the attribute of idle seat.
Be described in detail below in conjunction with the implementation procedure of example to the embodiment of the present invention.
Example 1
This example provides a kind of method that can realize various customization route queuing strategy flexibly rapidly, namely, by routing policy or queuing policy (namely, matching strategy) in basic functional unit split and be abstracted into various simple functional block, these functional blocks are got up to be formed certain logic flow according to different logic OR sequential combination and just can form strategy miscellaneous.Based on this thinking, above-mentioned basic functional block can be made functional block diagram, logically they be coupled together the flow chart just defining routing policy or queuing policy.When new calling arrives, perform according to the logic of route flow chart and just can choose optimum seat; When seat is idle, performs according to the logic of queuing figure and just can choose the calling waited in line.
For realizing above-mentioned logic flow, flow chart mainly comprises three kinds of elements: variable, various functional block (that is, basic functional blocks), conditional jump unit.Wherein, variable is as the input/output argument of functional block; Functional block is basic functional unit, is most important part in flow chart; Conditional jump unit is used for carrying out condition judgment to variate-value, thus jumps to different functional blocks.
In this example, route or queuing flow chart developing instrument, flow file turnkey console, flow file parsing module and flow file enforcement engine can be increased in original call platform system, below each several part is described in detail.
Route or queuing flow chart developing instrument, for providing flow chart editor development environment, and product process file; Flow file turnkey console, for management, loads flow file; Flow file parsing module, for resolving to the language that computer can identify by flow file; Flow file enforcement engine, for performing the logic function described by flow file, and with Call Center Platform system interaction, complete Call-Control1.
In specific implementation process, the processing method of call control strategy can comprise the following steps:
Step 1, user can, in flow chart developing instrument as playing with building blocks, use the various functional blocks provided to draw the various FB(flow block) customizing strategy.
Step 2, after completing, is compiled into flow file.
Step 3, multiple flow file can be loaded in system by flow file turnkey console, and configures the executive condition of each flow file.
Step 4, flow file is resolved in the internal memory of computer by parsing module.
Step 5, when new calling arrives, need to perform route flow process, enforcement engine selects a route flow file to perform according to the executive condition that above-mentioned turnkey console configures; When seat is idle, enforcement engine selects a queuing flow file to perform according to the executive condition that above-mentioned turnkey console configures.
Like this, route or queuing policy depend on the logic of flow chart completely, and platform software just can be coped with shifting events by sticking to a fundamental principle.Visible, the advantage of above-mentioned flow chart is convenient to editor and understands, less demanding to developer, and also convenient amendment, achieves changeable customization strategy neatly simultaneously.
Example 2
New calling selects the process of optimum seat to be called that route (namely, routing policy), select from the calling waited in line when seat is idle the process of optimum calling be called queuing (, queuing policy), then certain calling and which seat converse the matching strategy of idle seat (that is, call out and) be exactly the executive mode depending on route and queuing flow process.
Fig. 4 is the flow chart according to the route of example 2 of the present invention and the executive condition of queuing, as shown in Figure 4, as long as provide route and the queuing flow chart of correct logic, performs just can realize calling out the call setup with seat by the condition in Fig. 4.
Similar example 1, basic function figure can comprise three kinds of basic elements, variable, function diagram and conditional jump unit.Wherein, four kinds of variablees can be provided: seat object variable, call object variable, seat queue variable, call queue variable.In specific implementation process, seat and call object variable can have attribute (such as, technical ability, area, seat idle time started or calling time started etc.), and queue length attribute is supported in queue.
Particularly, system can provide four predefine variables, can quote in the input parameter of functional block.Wherein, route flow process two: the seat queue of current request call object, current idle; Queuing flow process two: the call queue of current idle seat object, current wait.In specific implementation process, these four predefine variables do not need definition, can directly quote, the temporary variable of all right self-defining necessity of flow chart developer.
Fig. 5 is the schematic diagram of basic functional blocks in the flow chart according to the matching strategy of example 2 of the present invention, and as shown in Figure 5, system additionally provides six basic functional blocks, is described in detail below to each functional block.
Functional block 1, meets the seat of specified requirements for screening in the seat queue from input, outputs in result seat queue variable; Functional block 2, for selecting the seat of certain seat attribute optimum in the seat queue from input; Functional block 3, for returning route success, the seat namely chosen, because calling is active calls, need not as entering ginseng; Functional block 4, for putting into active calls waiting list by active calls; Functional block 5, in the call queue from first parameters input, the optimum foundation of specifying according to second parameter, selects optimum calling and outputs to the 3rd parameter; Functional block 6, queue up successfully for returning, input parameter is the calling chosen, and seat is the seat of current idle, so need not as parameter.
Fig. 6 is the schematic diagram of the flow chart conditional jump-transfer unit of matching strategy according to example 2 of the present invention, as shown in Figure 6, can arrange the redirect condition between functional block in conditional jump unit.
Example 3
Assuming that the routing policy that will realize be from the seat queue of current idle select have call out specify technical ability and the seat that free time is the longest, so use above-mentioned flow chart element, draw flow chart.
Fig. 7 be according to the selection of example 3 of the present invention have calling specify technical ability and free time seat at most the schematic flow sheet of route, as shown in Figure 7, the routing policy of this route flow chart can be:
First, using function block 1 screens seat from the queue of current idle seat.Wherein, screening conditions are that the technical ability of active calls variable is present in the technical ability that seat has, and the selection result outputs in seat queue variable.
If above-mentioned seat queue variable is empty (that is, not having qualified seat), so jumps to functional block 4, active calls is put into waiting list, in order to selective call during seat free time execution queuing flow process, flow process terminates.
If above-mentioned seat queue not empty (that is, having more than one qualified seat), so jumps to functional block 2.Functional block 2 selects the idle sart point in time property value minimum (that is, the seat that free time is the longest) of seat from above-mentioned seat queue variable.Due to input seat queue variable non-NULL, can select an optimum seat, unconditional jump is to functional block 3, and successfully, flow process terminates route.
Example 4
Select with calling party with regional and that free time is the longest seat from the seat of current idle assuming that the routing policy in example 3 is needed to be revised as.If use the implementation of traditional fixing stylized fashion, need to revise software code, upgrade software realizes, and the processing method of the Call-Control1 using the embodiment of the present invention to provide, only need above-mentioned flow chart slightly to make an amendment and can realize.
Fig. 8 be according to the selection of example 4 of the present invention and calling party with area and free time seat at most route schematic flow sheet, as shown in Figure 8, can be that the region attribute of seat is equal with the region attribute of calling by initial conditions parameter modification in functional block 1.
Example 5
Route flow process in above-mentioned example is select the flow process of optimum idle seat, and flow process of queuing up is contrary process, that is, from Call Waiting queue, select the flow process of optimum calling when seat is idle.
Fig. 9 is the queuing schematic flow sheet entering the calling of Call Waiting queue according to the selection of example 5 of the present invention at first, assuming that queuing policy is the calling of selecting to enter at first Call Waiting queue, the queuing policy of this queuing flow chart can be: first, judges whether the length of active calls waiting list (predefine variable) is empty.If be empty, then seat enters idle seat queue, and queuing flow process terminates.Otherwise using function block 5 is searched and is entered Queue time calling the earliest from active calls waiting list, and result outputs in call queue.Queue up successfully, input parameter is the current calling chosen, and queuing flow process terminates.
Example 6
Figure 10 is the structured flowchart of the treatment system of Call-Control1 according to example 6 of the present invention, and as shown in Figure 10, this system comprises:
Flow chart developing instrument, for the establishment (such as, the flowchart drawing in above-mentioned example can be complete in flow chart developing instrument) of flow chart, and by product process file after flow chart compiling.Wherein, compilation process can comprise syntax check, by specific format, data is write flow file etc.; Flow file can use the file format being convenient to expand and understand, such as, and xml file etc.
Flow file turnkey console, for management and loading flow file.Preferably, multiple flow file can be loaded in Call Center Platform system by flow file turnkey console.System according to certain condition (such as, Different periods, different user attribute etc.) of configuration, can perform different flow file, thus realizes the differentiation of route or queuing policy.
Call Center Platform, can comprise flow file parsing module and enforcement engine module.
Flow file can be resolved to the computer language that computer can identify by flow file parsing module, and such as, flow file can be resolved in internal memory by parsing module, to improve execution speed.
Enforcement engine module performs computational logic corresponding to flow file in above-mentioned internal memory, thus realizes route or queuing flow process.During route success, the seat that active calls and route flow process are chosen is passed to Call Center Platform system; When queuing up successfully, the call-delivery seat of current idle and queuing flow process chosen is to Call Center Platform system.Thus the call that Call Center Platform system can realize calling party and seat is set up.
In sum, the embodiment of the present invention relates to IP-based call center, namely, Next Generation Call Center (Next Generation Call Center, referred to as NGCC), adopt flow chart form is simple and easy, achieve customizable neatly routing policy or queuing policy, and variation and the differentiation of strategy can be met, for operator provides more excellent solution, thus farthest can improve user's call completing rate and the satisfaction of call center.
Obviously, those skilled in the art should be understood that, above-mentioned of the present invention each module or each step can realize with general calculation element, they can concentrate on single calculation element, or be distributed on network that multiple calculation element forms, alternatively, they can realize with the executable program code of calculation element, thus, they can be stored and be performed by calculation element in the storage device, and in some cases, step shown or described by can performing with the order be different from herein, or they are made into each integrated circuit modules respectively, or the multiple module in them or step are made into single integrated circuit module to realize.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any amendment done, equivalent replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (9)
1. a processing method for call control strategy, is characterized in that, comprises the following steps:
Call center receives the calling of user;
Determine the flow file corresponding with the matching strategy between described calling and idle seat, wherein, described flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, described basic functional blocks forms by the functional unit of described matching strategy is abstract, described predetermined logic comprises: parameter attribute and conditional jump, wherein, described parameter attribute comprise following one of at least: calling or the technical ability of seat, affiliated area, seat free time, calling time started; And
Perform described flow file, and set up the call with described calling according to execution result.
2. method according to claim 1, is characterized in that, described call center also comprises before receiving the calling of user:
Flow chart developing instrument is used described basic functional blocks to be depicted as the flow chart of described matching strategy according to described predetermined logic;
Compile described flow chart, generate the flow file corresponding with described flow chart, and the described flow file generated is loaded into described call center.
3. method according to claim 2, is characterized in that, determines that the flow file corresponding with the matching strategy between described calling and idle seat comprises:
The flow file corresponding with the routing policy of described calling is determined in period residing for described calling or the source of described calling.
4. method according to claim 2, is characterized in that, determines that the flow file corresponding with the matching strategy between described calling and idle seat comprises:
The flow file corresponding with the queuing policy of described idle seat is determined according to the attribute of described idle seat.
5. method according to claim 1, is characterized in that, described basic functional blocks comprises one of at least following:
According to condition screen seat, select optimum seat, select optimum calling, calling enters queuing.
6. a call center, is characterized in that, comprising:
Receiver module, for receiving the calling of user;
Determination module, for determining the flow file corresponding with the matching strategy between described calling and idle seat, wherein, described flow file represents the flow process that basic functional blocks is drawn according to predetermined logic, described basic functional blocks forms by the functional unit of described matching strategy is abstract, described predetermined logic comprises: parameter attribute and conditional jump, wherein, described parameter attribute comprise following one of at least: calling or the technical ability of seat, affiliated area, seat free time, calling time started; And
Executive Module, for performing described flow file, and sets up the call with described calling according to execution result.
7. call center according to claim 6, is characterized in that, described determination module also determines the flow file corresponding with the routing policy of described calling for the source of the period residing for described calling or described calling.
8. call center according to claim 6, is characterized in that, described determination module is also for determining the flow file corresponding with the queuing policy of described idle seat according to the attribute of described idle seat.
9. a processing unit for call control strategy, is characterized in that, comprising:
Editor module, for basic functional blocks to be depicted as the flow chart of the matching strategy between calling and idle seat according to predetermined logic, wherein, described basic functional blocks forms by the functional unit of described matching strategy is abstract, described predetermined logic comprises: parameter attribute and conditional jump, wherein, described parameter attribute comprise following one of at least: calling or the technical ability of seat, affiliated area, seat free time, calling time started; And
Compiling load-on module, for compiling described flow chart, generates the flow file corresponding with described flow chart, and the described flow file generated is loaded into described call center.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201010269309.2A CN102387264B (en) | 2010-08-27 | 2010-08-27 | The processing method of call control strategy, device and call center |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201010269309.2A CN102387264B (en) | 2010-08-27 | 2010-08-27 | The processing method of call control strategy, device and call center |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN102387264A CN102387264A (en) | 2012-03-21 |
| CN102387264B true CN102387264B (en) | 2015-10-21 |
Family
ID=45826211
Family Applications (1)
| Application Number | Title | Priority Date | Filing Date |
|---|---|---|---|
| CN201010269309.2A Active CN102387264B (en) | 2010-08-27 | 2010-08-27 | The processing method of call control strategy, device and call center |
Country Status (1)
| Country | Link |
|---|---|
| CN (1) | CN102387264B (en) |
Families Citing this family (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US10708431B2 (en) | 2008-01-28 | 2020-07-07 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
| US10750023B2 (en) | 2008-01-28 | 2020-08-18 | Afiniti Europe Technologies Limited | Techniques for hybrid behavioral pairing in a contact center system |
| CN113095657A (en) * | 2016-04-18 | 2021-07-09 | 阿菲尼帝有限公司 | Techniques for benchmarking pairing strategies in contact center systems |
| CN108737151B (en) * | 2018-03-22 | 2019-05-07 | 平安科技（深圳）有限公司 | Method, apparatus, mobile terminal and the storage medium of voice trunking route access |
| CN113114568B (en) * | 2021-04-08 | 2023-01-03 | 易谷网络科技股份有限公司 | Route processing method and route server |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101115214A (en) * | 2007-08-15 | 2008-01-30 | 华为技术有限公司 | Method equipment and system for intelligent call routing |
| CN101340493A (en) * | 2008-07-30 | 2009-01-07 | 华为技术有限公司 | Calling method and calling center based on off-line waiting |
| CN101645987A (en) * | 2008-08-07 | 2010-02-10 | 中兴通讯股份有限公司 | Routing system and routing method for call center |
| CN101677345A (en) * | 2008-09-16 | 2010-03-24 | 华为技术有限公司 | Method, device and system of realizing calling of calling center |
Family Cites Families (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| US9008075B2 (en) * | 2005-12-22 | 2015-04-14 | Genesys Telecommunications Laboratories, Inc. | System and methods for improving interaction routing performance |
| CN101216761A (en) * | 2007-12-28 | 2008-07-09 | 北京邮电大学 | Electric communication application software frame for NGN operation development |
| CN101221503A (en) * | 2008-02-01 | 2008-07-16 | 中国建设银行股份有限公司 | Software testing method and device |
-
2010
- 2010-08-27 CN CN201010269309.2A patent/CN102387264B/en active Active
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101115214A (en) * | 2007-08-15 | 2008-01-30 | 华为技术有限公司 | Method equipment and system for intelligent call routing |
| CN101340493A (en) * | 2008-07-30 | 2009-01-07 | 华为技术有限公司 | Calling method and calling center based on off-line waiting |
| CN101645987A (en) * | 2008-08-07 | 2010-02-10 | 中兴通讯股份有限公司 | Routing system and routing method for call center |
| CN101677345A (en) * | 2008-09-16 | 2010-03-24 | 华为技术有限公司 | Method, device and system of realizing calling of calling center |
Also Published As
| Publication number | Publication date |
|---|---|
| CN102387264A (en) | 2012-03-21 |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| CN102542382B (en) | The method of operating of business rule and device | |
| CN102387264B (en) | The processing method of call control strategy, device and call center | |
| CA2634839C (en) | Server for communicating with multi-mode devices using multi-mode applications | |
| CN101788906B (en) | Resource management method and system thereof | |
| CN104216912A (en) | Method and device for achieving non-intrusive service form workflow | |
| CN111352653B (en) | System development method based on PaaS cloud platform server and server | |
| US20080311886A1 (en) | Server for communicating with multi-mode devices using multi-mode applications | |
| CN101246424A (en) | Menu automatic generation system and method for based on file | |
| CN111506304A (en) | Assembly line construction method and system based on parameter configuration | |
| US7187380B2 (en) | Telecommunications graphical service program | |
| CN112965710A (en) | Processing method, device and system of computation graph | |
| CA2635172C (en) | Device for communicating in multiple modes using multi-mode applications | |
| CN110730220B (en) | Intelligent scheduling method and device based on system current business capability integration | |
| CN109196484A (en) | Flexibly optimize data processing in the system with multiple memories | |
| CA2635173C (en) | System and method for creating multi-mode applications | |
| US9425988B2 (en) | Device for communicating in multiple modes using multi-mode applications | |
| CN109597825A (en) | Regulation engine call method, device, equipment and computer readable storage medium | |
| CN101842781B (en) | Method and system for policy enabled programming | |
| CN114371874A (en) | Configuration method, system, device and medium of Internet of things equipment | |
| US20050097512A1 (en) | Telecommunications service program | |
| CN111159611A (en) | Method for dynamically generating mobile form and system for dynamically generating mobile form | |
| Filippone et al. | Towards the synthesis of context-aware choreographies | |
| CN112632113B (en) | Operator management method and operator management system | |
| CN113590137B (en) | Paas platform capability-level visual operation and maintenance management platform | |
| Lee et al. | Feature-oriented engineering of PBX software |
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 | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20170531 Address after: 226200 No. 46 Industrial Park, Nanyang Town, Nantong, Jiangsu, Qidong Patentee after: Qidong planting valve factory Address before: 518057 Nanshan District science and technology, Guangdong Province, South Road, No. 55, No. Patentee before: ZTE Corporation |
|
| TR01 | Transfer of patent right | ||
| TR01 | Transfer of patent right |
Effective date of registration: 20170721 Address after: 226200 No. 6 Hopewell street, Nanyang Town, Jiangsu, Qidong Patentee after: Nantong Huadong Hydraulic & Lubricate Equipment Co., Ltd. Address before: 226200 No. 46 Industrial Park, Nanyang Town, Nantong, Jiangsu, Qidong Patentee before: Qidong planting valve factory |