CN102821215B - Call processing method and seat terminal - Google Patents
Call processing method and seat terminal Download PDFInfo
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- CN102821215B CN102821215B CN201110150677.XA CN201110150677A CN102821215B CN 102821215 B CN102821215 B CN 102821215B CN 201110150677 A CN201110150677 A CN 201110150677A CN 102821215 B CN102821215 B CN 102821215B
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Abstract
Embodiments provide call processing method and seat terminal.Can call processing method comprises: what obtain each expert's seat in expert's seat set of paying close attention to of seat of operation seat terminal presents information, the presenting information and converse for characterizing this expert's seat of each expert's seat; When needing for customer call to seek help expert's seat, based on presenting information, from the set of expert's seat, select expert's seat; Be established to the connection of this expert's seat, converse to make the seat of operation seat terminal or client and expert's seat.Based on technique scheme, based on presenting information to select the expert's seat carrying out conversing, make it possible to improve the validity of expert's seat of seeking help, that avoids blindly selection expert seat to cause seeks help unsuccessfully, can reduce the processing time of process customer demand and problem, improve the efficiency of Business Processing, be customer service timely and accurately, improve customer satisfaction, and then enterprise external image.
Description
Technical field
The present invention relates to the communications field, especially, relate to the call processing method in the communications field and seat terminal.
Background technology
Call center is a kind of place or system of realizing centralized user service based on modern communication technology.Modern call center adopts CTI (Computer and Telephony Integrator mostly, computer and communication integrate) technology, phone, fax, Email, VoIP (Voice over Internet Protocol are merged, the networking telephone) etc. multiple communication medium, become the platform realizing the multiple object such as customer service, sales and marketing popularization.
Such as, enterprise by Call Center Platform be offering customers service and process business time, usually have expert's seat team or background support personnel carry out business support.If service position runs into knotty problem, usually can initiate seek help to expert's seat team or background support personnel, with promptly and accurately for customer service.In the process of seeking help, service position can input the telephone number of the personnel of seeking help usually, directly carries out call forwarding by seat terminal, customer phone is transferred to expert's seat; Or service position random selecting is sought help the telephone number of personnel, carries out INCOM intercom or Three-Way Calling, service position is assisted to carry out answer to make expert's seat and client seeks advice from answer.
But, following open defect is at least there is: first in the process of seeking help, online whether whether service position do not known whether the phone of expert's seat can be connected, be in other Business Processing, make phone shift the risk of failure existed to a certain degree, thus cause the complaint of client and be discontented with; The second, service position does not know whether the expert's seat connected exists the wish (such as, if just in a meeting, be inconvenient to answer, do not have the wish connected) of connection, thus causes to process customer issue in time, reduces customer satisfaction.
Summary of the invention
Embodiments provide call processing method and seat terminal, can in the process of expert's seat of seeking help, appropriate expert's seat be selected to communicate, thus avoid blindly selecting expert's seat to cause seek help unsuccessfully, make it possible to improve the efficiency of Business Processing and increase customer satisfaction degree.
On the one hand, embodiments provide a kind of call processing method, comprise: what obtain each expert's seat in expert's seat set of paying close attention to of seat of operation seat terminal presents information, the presenting information and can converse for characterizing this expert's seat of described each expert's seat; When needing for customer call to seek help expert's seat, presenting information based on described, from the set of described expert's seat, selecting expert's seat; Be established to the connection of described expert's seat, converse to make the seat of described operation seat terminal or described client and described expert's seat.
On the other hand, embodiments provide a kind of seat terminal, comprise: acquisition module, information is presented, the presenting information and can converse for characterizing this expert's seat of described each expert's seat for what obtain each expert's seat in expert's seat set that the seat that operates described seat terminal pays close attention to; Selecting module, for when needing for customer call to seek help expert's seat, presenting information based on described, from the set of described expert's seat, select expert's seat; Setting up module, for being established to the connection of described expert's seat, conversing to make the seat of described operation seat terminal or described client and described expert's seat.
Based on technique scheme, information is presented by what obtain expert seat, based on presenting information to select the expert's seat carrying out conversing, thus the validity of expert's seat of seeking help can be improved, that avoids blindly selection expert seat to cause seeks help unsuccessfully, and can reduce the processing time of process customer demand and problem, improve the efficiency of Business Processing, be customer service timely and accurately, improve customer satisfaction, and then enterprise external image.
Accompanying drawing explanation
In order to be illustrated more clearly in the technical scheme of the embodiment of the present invention, be briefly described to the accompanying drawing used required in embodiment below, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those skilled in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these accompanying drawings.
Fig. 1 is the flow chart of the call processing method according to the embodiment of the present invention.
Fig. 2 is the schematic diagram for providing the network architecture example presenting information.
Fig. 3 is to provide the sequential chart of the example of the interacting message presenting information.
Fig. 4 be according to the embodiment of the present invention based on the method flow diagram presenting Information Selection expert seat.
Fig. 5 be according to the embodiment of the present invention based on the flow chart of other method presenting Information Selection expert seat.
Fig. 6 is the structured flowchart of the seat terminal according to the embodiment of the present invention.
Fig. 7 is the structured flowchart of another seat terminal according to the embodiment of the present invention.
Fig. 8 is the structured flowchart of the seat terminal again according to the embodiment of the present invention.
Embodiment
Below in conjunction with the accompanying drawing in the embodiment of the present invention, be clearly and completely described the technical scheme of the embodiment of the present invention, obviously, described embodiment is a part of embodiment of the present invention, instead of whole embodiment.Based on the described embodiment in the present invention, the every other embodiment that those skilled in the art obtain under the prerequisite not making creative work, all should belong to the scope of protection of the invention.
First, composition graphs 1 describes and provides according to the embodiment of the present invention method 100 presenting information.
Can as shown in Figure 1, method 100 comprises: in S110, and what obtain each expert's seat in expert's seat set of paying close attention to of seat of operation seat terminal presents information, the presenting information and converse for characterizing this expert's seat of each expert's seat; In S120, when needing for customer call to seek help expert's seat, based on presenting information, from the set of expert's seat, select expert's seat; In S130, be established to the connection of this expert's seat, converse to make the seat of operation seat terminal or client and this expert's seat.
Such as, method 100 can be performed by seat terminal.Seat terminal can be conversed to select suitable expert's seat by reference to presenting information, and that avoids blindly selection expert seat to cause seeks help unsuccessfully.
In S110, the seat of operation seat terminal is assumed that seat A, and seat A can determine according to predetermined policy expert's seat that he pays close attention to.Such as, seat A can region residing for the media mode (voice, video, webpage, mail, fax etc.) that expert's technical ability, expert talk the language classification of use, expert talks employing, expert, one or more in regional time zone residing for expert, determines expert's seat that he pays close attention to.These expert's seats can form the set of expert's seat.Certainly, expert's seat that seat A pays close attention to also can only have one.
Expert's seat can be the seat with certain skills, also can be absorbed in particular professional seat, can also be can carry out the mutual specific user be positioned at outside call center by call center with it.In a word, expert's seat is the seat being different from seat A, and seat A can carry out seeking help answering to expert's seat the problem that client proposes.
The presenting information and can characterize this expert's seat and whether can converse of expert's seat.Call herein not only can refer to voice call, can also refer to video calling, text call etc.When presenting this expert's seat of information representation and can conversing, seat A can make a call to this expert's seat, is established to the connection of this expert's seat, thus the problem of the client that seeks help to this expert's seat; Customer call also can be transferred to this expert's seat by seat A, thus makes client and this expert's seat direct interaction, or client, seat A and expert's seat simultaneously together with mutual.
According to embodiments of the invention, the presenting information and can comprise following at least one item of expert's seat: whether expert's seat is online, whether expert's seat is in call and whether expert's seat has communication wish.
Such as, whether expert's seat can refer to whether expert's seat starts the seat terminal operated by him online; Whether expert's seat is in call can refer to whether expert's seat is processing a business; Although whether expert's seat has communication wish can refer to that expert's seat is idle, this expert's seat is unwilling to communicate at present.
Information is presented by utilizing, be conducive to judging whether to communicate with certain expert's seat, thus be conducive to selecting suitable expert's seat, make it possible to find rapidly and accurately expert's seat that can carry out conversing in the process of seeking help, thus reduce the time of customer waits, increase customer satisfaction degree.
What the seat terminal that seat A operates can obtain expert's seat in several ways presents information.Such as, seat terminal can present information to seat terminal request expert seat corresponding to expert's seat, and from the response received, obtain expert's seat present information.Again such as, can by presenting information by what present that business call entry center makes seat terminal can obtain expert's seat quickly and easily.
According to one embodiment of present invention, can send to presence server the subscribe request carrying the list comprising each expert's seat in the set of expert's seat; What receive each expert's seat of returning in response to subscribe request of presence server presents information.
What can store each seat in call center in presence server presents information, seat A can subscribe to presence server expert's seat that he pays close attention to by operation seat terminal, now need the list of expert's seat to be carried in subscribe request and send to presence server, select to present the seat terminal that information operates to seat A accordingly to make presence server based on this list and return.
Like this, by disposing presence server in the heart in a call, can will present business easily and being incorporated in call center, and be conducive to improving the validity selecting expert's seat.
According to one embodiment of present invention, the weight of each expert's seat can be set; Send to presence server and arrange the subscribe request of weight, what to return expert's seat of high weight based on priority weights to make presence server presents information.
Each expert's seat that seat A pays close attention to can be set up different weights, control presence server by the size of weight and return the order presenting information, be conducive to presence server the information that presents of expert's seat larger for weight is preferentially returned, thus the speed that seat A finds most suitable expert's seat can be accelerated, the efficiency of process business is improved further.
Such as, the proficiency, experience etc. of certain class problem can be answered according to expert's seat, for expert's seat arranges weight respectively.The proficiency of expert's seat is higher, experience is more, and the weight arranged for this expert's seat is larger.Certainly, also weight can be set according to the technical ability of seat A to the degree of concern of different expert's seat and different expert's seat.
Suppose that seat A pays close attention to expert's seat B, C and D, according to the experience level of these three expert's seats can for these three expert's seats arrange respectively 0.8,06,0.5 weight, in subscribe request, not only carry the list (as name, numbering etc.) of expert's seat B, C, D, also carry corresponding weight.Like this, what presence server preferentially can return the high expert's seat of weight presents information, and what namely first return expert's seat B presents information, then return expert's seat C present information, what finally return expert's seat D presents information.
What the seat terminal that seat A operates can obtain expert's seat from presence server presents information, and presenting on Information issued to presence server of oneself also can be subscribed to for other seat by seat terminal by seat A.
In order to strengthen the fail safe presenting business, can also by XCAP (XML ConfigurationAccess Protocol, XML configuration access agreement) server is incorporated in call center, and the Good Security shown in the related by utilizing XCAP server helps to present providing of business better.Such as, when seat A wish to obtain expert seat present information time, the seat terminal that seat A operates sends the subscribe request of carrying expert's seat list to presence server, presence server, based on expert's seat list inquiry XCAP server, determines whether these expert's seats can be subscribed.If these expert's seats of XCAP server authorizes can subscribed time, what presence server returned expert's seat to the seat terminal that seat A operates presents information, otherwise does not return and present information accordingly.
According to one embodiment of present invention, seat terminal can initiate registration request to XCAP server, can be subscribed to make XCAP server authorizes operate the seat of seat terminal.The seat terminal that seat A operates, in order to make the information that presents of seat A can be subscribed, initiatively can initiate registration request to XCAP server.Like this, can after the fail safe presenting business be incorporated into call center, what make other seats can subscribe to seat A presents information.
The relevant information of seat A (such as seat A title, seat A numbering, seat terminal numbering, seat terminal address etc.) can be sent to XCAP server by seat terminal, determined whether to authorize seat A according to predetermined authorization rule by XCAP, namely whether allow the information that presents of seat A can be subscribed.
In addition, the seat call device managed the seat terminal in call center can to XCAP server sending position list, instruction XCAP server is registered these seat lists, and XCAP server can authorize these seats can be subscribed according to predetermined authorization rule.
Like this, by registering on XCAP server, the information that in call center, whether all seats or part seat (comprising expert's seat) can be subscribed can be preserved in XCAP server, presence server passes through from XCAP server obtaining information, thus can determine whether corresponding seat can be subscribed, when corresponding seat can subscribed return corresponding seat present information.Certainly, it may occur to persons skilled in the art that, instant communication users outside call center also can be registered to XCAP server, and provide to presence server and present information, what make the seat in call center also can obtain this instant communication users presents information, now this instant communication users is owing to being connected to call center, also can be considered to be a seat.
Next, describe a kind of example of the network architecture with reference to figure 2, can be implemented in call center to provide in this network architecture and present information.
In the network architecture shown in Fig. 2, seat call device 210, XCAP server 220, presence server 230 and seat terminal 240 intercom via IMS (IP Multimedia Subsystem, IP Multimedia System) network 250 phase.Like this, introduce in the call center comprising seat call device 210 and seat terminal 240 and present business.The description of number to the network architecture of each device illustrated in fig. 2 does not limit, and such as, can there is multiple seat terminal 240.
Can be provided with XCAP client in seat server 210, like this, seat call device 210 can communicate with XCAP server 220, thus the unidirectional XCAP server 220 of seat name known by seat call device 210 is registered.
XCAP server 220 can be that XML configures access protocol server, can provide the maintenance of service position and expert's seat list, can preserve the information whether seat can be subscribed wherein.When XCAP server 220 authorizes certain seat, illustrate that this seat can be subscribed.
Presence server 230 can provide for the various communication terminals comprising seat terminal 240 and present information, notifies the real-time status of the expert's seat paid close attention to them, facilitates seat to understand the communication wish of background support team, thus solves customer issue in time.
Can built-in soft phone in seat terminal 240, to make seat by the operating platform of soft phone as Business Processing.
Seat call device 210 and seat terminal 240 can use HTTP (Hypertext TransferProtocol, HTML (Hypertext Markup Language)) agreement to carry out alternately.Seat call device 210 and XCAP server 220 can use XCAP agreement to carry out alternately.Presence server 230 and seat terminal 240 can use Session Initiation Protocol to carry out alternately.XCAP agreement is used to carry out alternately between presence server 230 and XCAP server 220.
Fig. 3 is the sequential chart that the network architecture shown in Fig. 2 provides the interacting message example presenting information.
In S310, seat A logs in seat call device 210 by using seat terminal 240.
In S315, when logining successfully, seat call device 210 returns the login result logined successfully.Like this, seat A enters seat desktop to carry out business operation.
In S320, seat A by utilizing seat desktop operated in seat terminal 240, submits the expert's seat list (such as, expert's name, seat number, seat terminal numbering, seat terminal address etc.) paid close attention to to seat call device 210.
In S325, seat call device 210 utilizes XCAP message to transmit the expert's seat list related in S320 to XCAP server 220, to register to XCAP server 220.
In S330, XCAP server 220 utilizes XCAP message to return the response representing and succeed in registration to seat call device 210.Succeed in registration and represent that corresponding seat mandate can be subscribed.
In S335, seat call device 210 returns response to seat terminal 240, to succeed in registration in XCAP server 220 to represent.
In S340, seat A sends the subscribe request presenting service to presence server 230 by seat desktop operated, carries paid close attention to expert's seat list in subscribe request.
In S345, presence server 230 returns the response successfully receiving subscribe request to seat terminal 240.
In S350, presence server 230 is according to subscribe request, and whether the expert's seat paid close attention to XCAP server 220 information position A can be subscribed, namely utilizes the information whether XCAP message can be subscribed to expert's seat that XCAP server 220 asks to pay close attention to.
In S355, XCAP server 220 returns to presence server 230 information that expert's seat can be subscribed, tells presence server 230 corresponding expert that seat can be subscribed, and what can return corresponding expert's seat to seat terminal 240 presents information.
In S360, what presence server 230 utilized notification message to notify the expert's seat paid close attention to seat terminal 240 presents information.
In S365, seat terminal 240 returns the response successfully receiving and present information to presence server 230.
Like this, seat can obtain the state of associated specialist, comprises the information such as whether communication can reach, current user state, thus seat can be helped to select suitable expert to communicate.
When the seat that seat terminal 240 is subscribed to present information change time, present information after seat call device 230 initiatively can also notify renewal to seat terminal 240.
Like this, when seat wants help, seat can obtain the real time status information of expert that seat terminal 240 receives or background support personnel from seat terminal 240, thus can find the expert that seeks help quickly and easily.
Return Fig. 1, in S120, when seat A answers the calling of certain client, if seat A finds to need expert's seat of seeking help, then can select specific button in seat terminal, seat terminal selects expert's seat by reference to presenting information in the set of expert's seat, for seat A calling on the screen maybe this expert's seat being presented on seat terminal with this expert's seat of automatic call.
Seat terminal can in several ways according to presenting Information Selection expert seat.Such as, the method 400 shown in Fig. 4 can be adopted to select expert's seat.Again such as, the method 500 shown in Fig. 5 can be adopted to select expert's seat.Those skilled in the art, under the instruction of the embodiment of the present invention, easily can also expect other methods selecting expert's seat.
Fig. 4 be according to the embodiment of the present invention based on the flow chart of method 400 presenting Information Selection expert seat.
In S410, based on presenting information, the expert's seat in the set of expert's seat is sorted.
Present in information can embody expert's seat whether online, whether have communication wish, technical ability height, empirical value size etc.Be as the criterion with a certain item wherein or several, can the expert's seat in the set of expert's seat be sorted.
Such as, before first online expert's seat can be come expert's seat of off-line by seat terminal, then before expert's seat in online expert's seat with communication wish being come expert's seat without communication wish, before in expert's seat with communication wish, expert's seat that technical ability is high comes the low expert's seat of technical ability again, etc.Again such as, seat terminal can directly be as the criterion sort whether to have communication wish, before being come by expert's seat with communication wish, then sorts according to the numbering size of expert's seat or initials.By sequence, before expert's seat of applicable process customer issue can being come.
In S420, expert's seat that selected and sorted is the highest.
After sorting, can the highest expert's seat of selected and sorted, directly to make a call to this expert's seat.The expert's seat sorting the highest illustrates the problem that the most applicable process client proposes.
Therefore, by sort to expert's seat directly make a call again based on presenting information, can the speed of accelerating selection expert seat, thus accelerate the speed of process customer issue, and then improve the satisfaction of client.
Fig. 5 be according to the embodiment of the present invention based on the flow chart of method 500 presenting Information Selection expert seat.
In S510, for the option presented in information of each expert's seat arranges weight, the information that presents of each expert's seat comprises option and corresponding option value.
Present information and can comprise multiple option and respective selection value thereof.Such as, present information and can be included in line selection item, technical ability option, choice of language, for each expert's seat, its each option has different values.When expert's seat online not busy time, online option value is 1, when expert's seat online but busy time, online option value is 0.5, and when expert's seat is not online, online option value is 0; In the expert's seat being good at particular technology area, if experienced, then technical ability option value is 1, and experience is medium, then technical ability option value is 0.8, lacks experience, then technical ability option value is 0.5; If expert's seat only can be Chinese, then choice of language value is 1, if expert's seat can be Chinese and English, then choice of language value is 1.5, etc.
Seat terminal can arrange different weights for each option presented in information.The size of weight dynamically can change when processing different customer call.Such as, when the problem of client relates to particular technology problem, the weight of technical ability option can be strengthened.
In S520, based on weight, summation is weighted to the option value presented in information of each expert's seat, obtains the result of calculation that each expert's seat is corresponding.
When for when presenting that the option that information comprises is provided with weight, each option has corresponding value, summation can be weighted to the option value presented in information, thus the result of calculation that expert's seat that can obtain presenting to this information is corresponding.Result of calculation can characterize the appropriateness of expert's seat process existing customer problem.
In S530, select expert's seat with max calculation result.
After being weighted summation, can the maximum expert's seat of seletion calculation result as expert's seat of will seek help.If there is multiple expert's seat to have max calculation result, then select arbitrarily one as expert's seat of will seek help.
By arranging weight for presenting the option comprised in information, seat terminal can select by the mode of weighted sum the expert's seat being applicable to seeking help automatically, thus can the speed of accelerating selection expert seat, and then improves the speed of process customer issue.
Certainly, except seat terminal is selected automatically by except expert's seat of seeking help, the information that presents of the multiple expert's seats meeting specified conditions also can be supplied to seat A by seat terminal, therefrom selects expert's seat to call out by seat A.
Return Fig. 1, in S130, selected after expert's seat of seeking help, seat terminal can call out this expert's seat, is established to the connection of this expert's seat.Pass through set up connection, seat A can converse with this expert's seat, and client also can add to come in and carries out Three Party Communication with seat A and this expert's seat.In addition, the connection of setting up also can realize the switching of customer call, and after making to call out this expert's seat, seat A exits call, and makes client and this expert client carry out double-talk.
According to the call processing method that the embodiment of the present invention provides, information is presented by what obtain expert seat, based on presenting information to select the expert's seat carrying out conversing, can improve the validity of expert's seat of seeking help, that avoids blindly selection expert seat to cause seeks help unsuccessfully.By selecting suitable expert's seat based on presenting information for customer call, can reduce the processing time of process customer demand and problem, improve the efficiency of Business Processing, be customer service timely and accurately, improve customer satisfaction, and then enterprise external image.
Described above is the call processing method according to the embodiment of the present invention, describe the structured flowchart according to the seat terminal of the embodiment of the present invention below in conjunction with Fig. 6 to Fig. 8.
Fig. 6 is the structured flowchart of the seat terminal 600 according to the embodiment of the present invention.
Seat terminal 600 comprises acquisition module 610, selects module 620 and set up module 630.Can what acquisition module 610 can be used for each expert's seat in expert's seat set of paying close attention to of seat of acquisition operation seat terminal 600 presents information, the presenting information and converse for characterizing this expert's seat of each expert's seat.Module 620 is selected to can be used for when needing for customer call to seek help expert's seat, based on presenting information, expert's seat is selected from the set of expert's seat, set up the connection that module 630 can be used for being established to this expert's seat, converse to make the seat of operation seat terminal 600 or client and this expert's seat.
Acquisition module 610, selecting module 620 and set up the above and other operation of module 630 and/or function can with reference to the S110 to S130 in said method 100, in order to avoid repeating, not repeating them here.
The seat terminal that the embodiment of the present invention provides presents information by acquisition expert seat, based on presenting information to select the expert's seat carrying out conversing, can improve the validity of expert's seat of seeking help, and that avoids blindly selection expert seat to cause seeks help unsuccessfully.By selecting suitable expert's seat based on presenting information for customer call, can reduce the processing time of process customer demand and problem, improve the efficiency of Business Processing, be customer service timely and accurately, improve customer satisfaction, and then enterprise external image.
Fig. 7 is the structured flowchart of the seat terminal 700 according to the embodiment of the present invention.
The acquisition module 710 of seat terminal 700, select module 720 and set up the acquisition module 610 of module 730 with seat terminal 600, select module 620 and to set up module 630 substantially identical.
According to one embodiment of present invention, module 720 is selected can to comprise sequencing unit 722 and the first selected cell 724.Sequencing unit 722 can be used for based on presenting information, sorts to the expert's seat in the set of expert's seat.First selected cell 724 can be used for the highest expert's seat of selected and sorted.
According to one embodiment of present invention, acquisition module 710 can comprise transmitting element 712 and receiving element 714.Transmitting element 712 can be used for sending to presence server the subscribe request carrying the list comprising each expert's seat.What receiving element 714 can be used for receiving each expert's seat of returning in response to subscribe request of presence server presents information.Such as, present information and can comprise following at least one item: whether this expert's seat is online, whether this expert's seat is in call and whether this expert's seat has communication wish.
According to one embodiment of present invention, transmitting element 712 can comprise and arranges subelement 712-1 and send subelement 712-2.The weight that subelement 712-1 can be used for arranging each expert's seat is set.Send subelement 712-2 to can be used for sending to presence server the subscribe request arranging weight, what to return expert's seat of high weight based on priority weights to make presence server presents information.
According to one embodiment of present invention, seat terminal 700 can also comprise Registering modules 740.Registering modules 740 can be used for initiating registration request to XCAP server, can be subscribed to make XCAP server authorizes operate the seat of seat terminal 700.
Sequencing unit 722, first selected cell 724, transmitting element 712, receiving element 714, arranging subelement 712-1, the aforesaid operations sending subelement 712-2 and Registering modules 740 and/or function can S410 and S420 in the reference method 400 and S110 in method 100, in order to avoid repeating, do not repeat them here.
According to the seat terminal that the embodiment of the present invention provides, by sort to expert's seat directly make a call again based on presenting information, can the speed of accelerating selection expert seat, thus accelerate the speed of process customer issue, and then improve the satisfaction of client.By presenting business call entry center, what seat terminal can be made to obtain expert seat from presence server quickly and easily will present information, be conducive to improving the validity selecting expert's seat.By the expert's seat for paying close attention to, different weights is set, control presence server by the size of weight and return the order presenting information, be conducive to presence server the information that presents of expert's seat larger for weight is preferentially returned, thus the speed that seat A finds most suitable expert's seat can be accelerated, the efficiency of process business is improved further.Be incorporated in call center by just XCAP server, the Good Security that XCAP server can be utilized to show in the related helps to present providing of business better.
Fig. 8 is the structured flowchart of the seat terminal 800 according to the embodiment of the present invention.
The acquisition module 810 of seat terminal 800, select module 820 and set up the acquisition module 610 of module 830 with seat terminal 600, select module 620 and to set up module 630 substantially identical.
According to one embodiment of present invention, module 820 is selected can to comprise setting unit 822, weighted units 824 and the second selected cell 826.Setting unit 822 can be used for for the option presented in information of each expert's seat arranges weight, and the information that presents of each expert's seat comprises option and corresponding option value.Weighted units 824 can be used for based on weight, is weighted summation to the option value presented in information of each expert's seat, obtains the result of calculation that each expert's seat is corresponding.Second selected cell 826 can be used for the expert's seat selecting to have max calculation result.
The above and other operation of setting unit 822, weighted units 824 and the second selected cell 826 and/or function with reference to the S510 to S530 in said method 500, in order to avoid repeating, no longer can repeat.
According to the seat terminal that the embodiment of the present invention provides, by assigning weight for presenting the option comprised in information, the expert's seat being applicable to seeking help can be automatically selected by the mode of weighted sum, thus can the speed of accelerating selection expert seat, and then improve the speed of process customer issue.
Those skilled in the art can recognize, in conjunction with the various method steps described in embodiment disclosed herein and unit, can realize with electronic hardware, computer software or the combination of the two, in order to the interchangeability of hardware and software is clearly described, generally describe step and the composition of each embodiment in the above description according to function.These functions perform with hardware or software mode actually, depend on application-specific and the design constraint of technical scheme.Those skilled in the art can make differently to realize described function to each specific application, but this realization should not thought and exceeds scope of the present invention.
The method step described in conjunction with embodiment disclosed herein can be implemented with the software program of hardware, processor execution or the combination of the two.Software program can be placed in the storage medium of other form any known in random access memory (RAM), internal memory, read-only memory (ROM), electrically programmable ROM, electrically erasable ROM, register, hard disk, moveable magnetic disc, CD-ROM or technical field.
Although illustrate and describe some embodiments of the present invention, it should be appreciated by those skilled in the art that without departing from the principles and spirit of the present invention, can carry out various amendment to these embodiments, such amendment should fall within the scope of the present invention.
Claims (12)
1. a call processing method, is characterized in that, described method is performed by seat terminal, comprising:
Can what obtain each expert's seat in expert's seat set of paying close attention to of seat of the described seat terminal of operation presents information, the presenting information and converse for characterizing this expert's seat of described each expert's seat;
When needing for customer call to seek help expert's seat, presenting information based on described, from the set of described expert's seat, selecting expert's seat;
Make a call to this expert's seat, be established to the connection of described expert's seat, to make the seat of described operation seat terminal and described expert's seat converse,
Wherein, in expert's seat set that the seat that described acquisition operates described seat terminal is paid close attention to, the information that presents of each expert's seat comprises:
The subscribe request carrying the list comprising described each expert's seat is sent to presence server;
What receive described each expert's seat that described presence server returns in response to described subscribe request presents information.
2. call processing method according to claim 1, is characterized in that, described based on describedly presenting information, selecting expert's seat to comprise from the set of described expert's seat:
Present information based on described, the expert's seat in the set of described expert's seat is sorted;
Expert's seat that selected and sorted is the highest.
3. call processing method according to claim 1, is characterized in that, described based on describedly presenting information, selecting expert's seat to comprise from the set of described expert's seat:
For the option presented in information of described each expert's seat arranges weight, the information that presents of described each expert's seat comprises described option and corresponding option value;
Based on described weight, summation is weighted to the option value presented in information of described each expert's seat, obtains the result of calculation that described each expert's seat is corresponding;
Select expert's seat with max calculation result.
4. call processing method according to claim 1, it is characterized in that, the information that presents of described each expert's seat comprises following at least one item: whether this expert's seat is online, whether this expert's seat is in call and whether this expert's seat has communication wish.
5. call processing method according to claim 4, is characterized in that, describedly sends to presence server the subscribe request carrying expert's seat list in the set of described expert's seat and comprises:
The weight of described each expert's seat is set;
Send the described subscribe request arranging described weight to described presence server, what to return expert's seat of high weight based on described priority weights to make described presence server presents information.
6. call processing method according to claim 1, is characterized in that, also comprises:
Registration request is initiated, to make the seat operating seat terminal described in described XCAP server authorizes can be subscribed to XCAP server.
7. a seat terminal, is characterized in that, comprising:
Can acquisition module, presents information for what obtain each expert's seat in expert's seat set that the seat that operates described seat terminal pays close attention to, the presenting information and converse for characterizing this expert's seat of described each expert's seat;
Selecting module, for when needing for customer call to seek help expert's seat, presenting information based on described, from the set of described expert's seat, select expert's seat;
Setting up module, for making a call to this expert's seat, being established to the connection of described expert's seat, to make the seat of described operation seat terminal and described expert's seat converse,
Wherein, described acquisition module comprises:
Transmitting element, for sending the subscribe request carrying the list comprising described each expert's seat to presence server;
Receiving element, presents information for what receive described each expert's seat that described presence server returns in response to described subscribe request.
8. seat terminal according to claim 7, is characterized in that, described selection module comprises:
Sequencing unit, for presenting information based on described, sorts to the expert's seat in the set of described expert's seat;
First selected cell, for expert's seat that selected and sorted is the highest.
9. seat terminal according to claim 7, is characterized in that, described selection module comprises:
Setting unit, for arranging weight for the option presented in information of described each expert's seat, the information that presents of described each expert's seat comprises described option and corresponding option value;
Weighted units, for based on described weight, is weighted summation to the option value presented in information of described each expert's seat, obtains the result of calculation that described each expert's seat is corresponding;
Second selected cell, for selecting expert's seat with max calculation result.
10. seat terminal according to claim 7, it is characterized in that, the information that presents of described each expert's seat comprises following at least one item: whether this expert's seat is online, whether this expert's seat is in call and whether this expert's seat has communication wish.
11. seat terminal according to claim 10, is characterized in that, described transmitting element comprises:
Subelement is set, for arranging the weight of described each expert's seat;
Send subelement, for sending the described subscribe request arranging described weight to described presence server, what to return expert's seat of high weight based on described priority weights to make described presence server presents information.
12. seat terminal according to claim 7, is characterized in that, also comprise:
Registering modules, for initiating registration request to XCAP server, to make the seat operating seat terminal described in described XCAP server authorizes can be subscribed.
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| CN201110150677.XA CN102821215B (en) | 2011-06-07 | 2011-06-07 | Call processing method and seat terminal |
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| CN201110150677.XA CN102821215B (en) | 2011-06-07 | 2011-06-07 | Call processing method and seat terminal |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN104144386B (en) * | 2013-05-06 | 2018-10-26 | 北京三星通信技术研究有限公司 | Information exchange and the method and apparatus to cooperate |
| CN105407241A (en) * | 2014-06-10 | 2016-03-16 | 华为技术有限公司 | Seat equipment switching method, device and system |
| CN106302333A (en) * | 2015-05-22 | 2017-01-04 | 华为技术有限公司 | The processing method of media session, device and system |
| CN106357943B (en) * | 2016-10-28 | 2019-09-03 | 广东亿迅科技有限公司 | A kind of method and system of calling distribution |
| CN106341562A (en) * | 2016-11-07 | 2017-01-18 | 上海易谷网络科技有限公司 | Method for selecting customer service staff in Internet environment |
| CN108550097B (en) * | 2018-04-13 | 2022-03-08 | 中联永安智慧消防科技（成都）有限公司 | Remote intelligent fire-fighting management system |
| CN108550057B (en) * | 2018-04-18 | 2023-04-18 | 平安科技（深圳）有限公司 | Agent answering request processing method, electronic device and computer readable storage medium |
| CN112188013B (en) * | 2020-09-22 | 2022-05-31 | 康佳集团股份有限公司 | Customer service method based on real-time information, storage medium and server |
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| US9106749B2 (en) * | 2009-03-05 | 2015-08-11 | Verizon Patent And Licensing Inc. | Virtual call center manager |
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