CN102891940B - Call center and the method passing through its call forwarding phone, request end and call forwarding system - Google Patents
Call center and the method passing through its call forwarding phone, request end and call forwarding system Download PDFInfo
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- CN102891940B CN102891940B CN201110206577.4A CN201110206577A CN102891940B CN 102891940 B CN102891940 B CN 102891940B CN 201110206577 A CN201110206577 A CN 201110206577A CN 102891940 B CN102891940 B CN 102891940B
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Abstract
A kind of method by call center's call forwarding phone, including: described call center receives call forwarding request, and sets up calling passage；Described call center, by described calling passage, confirms third party's number of call forwarding；Described call center sends the remote dial instruction request end to described call forwarding request, and described remote dial instruction includes described third party's number；Described request end obtains described remote dial instruction, and after parsing described third party's number, dials described third party's number；After described call center sends remote dial instruction, described call center or described request end disconnect described calling passage.Technical scheme also includes call center, request end and call forwarding system, realizes phone call forwarding by call center, it is to avoid takies trunk call forwarding third party's number of call center, reduces the cost of call center.
Description
Technical field
The present invention relates to vehicle-carrying communication technical field, particularly a kind of call center and by the method for its call forwarding phone, request end and call forwarding system.
Background technology
People are more and more higher to the requirement of automotive performance, and safe, comfortable, environmental protection, service have become the theme of automotive development.Along with the development of radio communication and Internet network, automobile communicates with call center as the carrier of a movement, has become as reality technically.Meanwhile, the development of communication technology, make user vehicle can directly use mobile unit call establishment center call forwarding third party's number, it is thus achieved that with third-party communication contact.
When traditional call center realizes phone call forwarding for user, it is necessary to take the trunk of call center, taking of this circuit causes that call center produces additional operational expense.This not only wastes the trunk resource of call center, and improves the cost of call center.The patent No. is the Chinese invention patent of ZL200510064354.3, disclose a kind of method realizing calling transfer, the method arranges different call forwarding patterns, by selecting different call forwarding mode, determine that call forwarding mode is pattern call forwarding mode or condition call forwarding mode, further according to selected a kind of call forwarding pattern or different trigger conditions, it is achieved the different call forwarding of TCP traffic.It is flexible, convenient and reliable that the technical scheme of this patent of invention makes TCP traffic use, and meets user's demand to TCP traffic.
How when realizing phone call forwarding by call center, it is to avoid take trunk call forwarding third party's number of call center, reduce the cost of call center, become one of current problem demanding prompt solution.
Summary of the invention
The problem that this invention address that is when realizing phone call forwarding by call center, it is to avoid take trunk call forwarding third party's number of call center, reduces the cost of call center.
For solving the problems referred to above, technical scheme provides a kind of method by call center's call forwarding phone, including:
Described call center receives call forwarding request, and sets up calling passage；
Described call center, by described calling passage, confirms third party's number of call forwarding；
Described call center sends the remote dial instruction request end to described call forwarding request, and described remote dial instruction includes described third party's number；
Described request end obtains described remote dial instruction, and after parsing described third party's number, dials described third party's number；
After described call center sends remote dial instruction, described call center or described request end disconnect described calling passage.
Optionally, after described call center sends remote dial instruction, described call center disconnects described calling passage.
Optionally, after described request end obtains described remote dial instruction and parses described third party's number, described request end disconnects described calling passage.
Optionally, after described request end obtains described remote dial instruction, described request end disconnects described calling passage.
Optionally, the described method by call center's call forwarding phone also includes, and before described calling passage disconnects, described call center waits prompt music by described calling passage to the broadcasting of described request end.
Optionally, the described method by call center's call forwarding phone also includes, and obtains in described request end in the process of described remote dial instruction and the described third party's number of parsing, and described request end is play and waited prompt music.
Optionally, the described method by call center's call forwarding phone also includes, and sets up the data channel sending described remote dial instruction between described call center and described request end.
Optionally, described call forwarding request comprises described third party's number.
Optionally, described call forwarding request is voice, note or mail.
Technical scheme additionally provides a kind of call center, including:
Receive unit, in order to obtain call forwarding request；
Channel management unit, in order to, after obtaining described call forwarding request, to set up calling passage；
Confirmation unit, in order to by described calling passage, to confirm third party's number of call forwarding；
Transmitting element, in order to send the remote dial instruction request end to described call forwarding request, described remote dial instruction includes described third party's number.
Optionally, described transmitting element is also in order to, after sending described remote dial instruction, to disconnect described calling passage.
Optionally, described call center also includes broadcast unit, in order to, before described calling passage disconnects, to wait prompt music by described calling passage to the broadcasting of described request end.
Optionally, described channel management unit, also in order to set up the data channel sending described remote dial instruction between described call center and described request end.
Technical scheme additionally provides a kind of request end, including:
Request transmitting unit, in order to send call forwarding request to described call center；
Resolution unit, in order to obtain the remote dial instruction that described call center sends, and parses described third party's number；
Processing unit, in order to, after described resolution unit parses described third party's number, to dial described third party's number.
Optionally, described processing unit is also in order to, after described resolution unit obtains described remote dial instruction and parses described third party's number, to disconnect described calling passage.
Optionally, described processing unit is also in order to, after described resolution unit obtains described remote dial instruction, to disconnect described calling passage.
Optionally, described request end also includes music unit, in order to obtain described remote dial instruction in described resolution unit and in the process resolving described third party's number, to play and wait prompt music.
Optionally, described request end includes mobile unit and/or mobile equipment.
Technical scheme additionally provides a kind of call forwarding system, including:
Call center as above；
Request end as above.
Compared with prior art, technical scheme has the advantage that
The call forwarding request of acquisition request end, call center, sets up calling passage, confirms third party's number of call forwarding, and sends the remote dial instruction request end to described call forwarding request, described request end dials third party's number.After described call center sends remote dial instruction, described calling passage is disconnected by described call center or described request end.This not only will not take the trunk of call center, it is to avoid call center produces extra running cost, and after request end parses third party's number, dial-in direct, saves the trouble of user oneself dialing.
Before described calling passage disconnects, described call center waits prompt music by described calling passage to the broadcasting of described request end；Or, after described calling passage disconnects, parse in the process of third party's number in the transmission remote dial instruction of Waiting for Call center and request end, request end play cuing music.Which enhance the experience property of user and recreational, make waiting process become less uninteresting.
Accompanying drawing explanation
Fig. 1 is the flow chart of a kind of embodiment of the method by call center's call forwarding phone provided by the invention；
Fig. 2 is the structure chart of a kind of embodiment of call center provided by the invention；
Fig. 3 is the structure chart of a kind of embodiment of request end provided by the invention；
Fig. 4 is the operating diagram of a kind of embodiment of call forwarding system provided by the invention；
Fig. 5 is the operating diagram of the another embodiment of call forwarding system provided by the invention.
Detailed description of the invention
Understandable for enabling the above-mentioned purpose of the present invention, feature and advantage to become apparent from, below in conjunction with accompanying drawing, the specific embodiment of the present invention is described in detail.
Elaborate detail in the following description so that fully understanding the present invention.But the present invention can be different from alternate manner described here implement with multiple, and those skilled in the art can do similar popularization when without prejudice to intension of the present invention.Therefore the present invention is not by the restriction of following public detailed description of the invention.
Call center (CallCenter-cc) is also called Customer Service Center (CustomerCareCenter-ccc), is a kind of integrated information service system based on Computers and Communication technology.The multinomial state-of-the-art technology of call center's integrated communicaton net in modern times, computer network and message area, forms complete integrated information service system, provides the user multiple service efficiently, at high speed.User vehicle can directly use mobile unit call establishment center call forwarding third party's number, it is thus achieved that with third-party communication contact.
The service organization that call center is made up of a collection of contact staff (also referred to as operator attendance), generally utilizes computer communication technology, processes the service request of user.Modern call center, applies computer telephone integration technology and makes the service function of call center be greatly reinforced.The mode at user's access calling center can be subscriber phone dial-up access, fax access, computer and modem dialup connection and internet address access etc..Behind user's access calling center, just can receive the briefing sound of call center, according to voice message, the background data base at access calling center, it is thus achieved that required information service.Needs according to user, the speech channel carrying out automatic voice responding can also be transferred on operator attendance by call center, and user will carry out man-to-man talk with the person of attending a banquet, and the person of attending a banquet answers the consulting of user or the information of input user.Customer satisfaction system result is eventually fed back to user by forms such as note, voice, mails by call center.
When traditional call center realizes phone call forwarding for user, it is necessary to take the trunk of call center, taking of this circuit causes that call center produces extra running cost.Technical solution of the present invention provides a kind of method by call center's call forwarding phone and solves the problems referred to above.
Fig. 1 is the flow chart of a kind of embodiment of the method by call center's call forwarding phone provided by the invention, describes in detail below in conjunction with Fig. 1.
S101, call center receives call forwarding request, and sets up calling passage；
S102, call center, by described calling passage, confirms third party's number of call forwarding；
S103, call center sends the remote dial instruction request end to described call forwarding request, and described remote dial instruction includes described third party's number；
S104, described request end obtains described remote dial instruction, and after parsing described third party's number, dials described third party's number；
S105, after described call center sends remote dial instruction, described call center or described request end disconnect described calling passage.
Described call forwarding request can comprise third party's number, it is also possible to after the attending a banquet of user's call establishment center, informs third party's number of attending a banquet in call.Described call forwarding request is voice call, it is also possible to be note, mail etc..
Described calling passage can be disconnected by described call center, it is also possible to is disconnected by described request end.The embodiment being disconnected described calling passage by described call center has following three kinds:
Described call center disconnects described calling passage (owing to described remote dial instruction is by data channel transmission, so disconnecting the transmission without influence on remote dial instruction of the described calling passage) after sending remote dial instruction immediately.In such cases, the time that described call center sends remote dial instruction and the described calling channel spacing of disconnection is shorter, almost can regard as and occur simultaneously.
Described call center sends remote dial instruction, and after described request end obtains described remote dial instruction, described call center disconnects described calling passage.In such cases, described call center needs described request end feedback to obtain the signal of remote dial confirmation command, could disconnect described calling passage after the signal that described call center obtains this confirmation.This mode save calling passage at the same time it can also be ensured that obtain remote dial instruction success rate.If described request end obtains remote dial instruction failure, described request end also to the signal of described call center feeding back unsuccessful, can ask described call center again to send described remote dial instruction.
Described call center sends remote dial instruction, after described request end obtains remote dial instruction and parses described third party's number, described call center disconnects calling passage.In such cases, described call center needs the confirmation signal of described request end feedback successfully resolved, and described call center could disconnect described calling passage after obtaining this confirmation signal.This mode save calling passage at the same time it can also be ensured that obtain and resolve remote dial instruction success rate.
Described request end disconnects the embodiment of described calling passage following two:
After described request end obtains described remote dial instruction, described request end disconnects described calling passage.
Described request end, after obtaining described remote dial instruction and parsing described third party's number, disconnects described calling passage.
Prompt music is waited for avoiding the process of the uninteresting wait phone call forwarding of user, described call center or described request end can play in the process waited.
Waiting that prompt music is by calling channel transfer, before described calling passage disconnects, described call center waits prompt music by described calling passage to the broadcasting of described request end.In being embodied as, before described calling passage disconnects, described wait prompt music can also be play by described request end.
After disconnecting described calling passage, described request end it is that user plays wait prompt music.
Specifically, there is following several situation:
Described call center sends remote dial instruction, after described request end obtains remote dial instruction and parses third party's number, is namely disconnected calling passage by call center.Described call center is in the process by calling passage broadcasting wait prompt music；Or, it is also possible to it is that described request end plays wait prompt music in the process.
After described call center sends remote dial instruction, disconnected calling passage by call center immediately.Described request end obtains remote dial instruction and parses third party's number, and described request end is play after calling passage is disconnected and waited that prompt music is until parsing third party's number.
Described call center sends remote dial instruction, after described request end obtains remote dial instruction, is namely disconnected calling passage by call center.Described request end resolves described third party's number and plays wait prompt music in the process resolved.
Described call center sends remote dial instruction, after described request end obtains remote dial instruction and parses third party's number, is namely disconnected calling passage by request end.Described call center is in the process by calling passage broadcasting wait prompt music；Or, it is also possible to it is that described request end plays wait prompt music in the process.
Described call center sends remote dial instruction, after described request end obtains remote dial instruction, is namely disconnected calling passage by request end.Described request end resolves remote dial instruction and plays wait prompt music in the process parsing third party's number.
This makes user in the process waited, it is possible to listening to music, the process making wait is less uninteresting.
Described calling passage occupies trunk, before being not turned off described calling passage, can take the trunk of described call center always.When traditional call center realizes phone call forwarding for user, setting up a calling passage between call center and request end, resettle a calling passage between call center and third party's number, third party realizes call with request end by call center.It is to say, traditional call center need to realize phone call forwarding, it is necessary to two calling passages, this wastes the resource of call center greatly, adds the operation cost of call center.
Call center in technical solution of the present invention will include the remote dial instruction of third party's number, send to request end.Described request end obtains described remote dial instruction, and after parsing described third party's number, dials described third party's number.After described call center sends remote dial instruction, described call center or described request end disconnect described calling passage.It is to say, directly converse between request end and third party, it is not necessary to call center is as intermediary.So not only save the calling passage between traditional call center and third party, and save the calling passage between traditional call center and request end, be greatly saved the resource of call center.It addition, according to remote dial instruction, request end resolves after obtaining third party's number, actively dials third-party number.This not only alleviates call center and realizes the burden of phone call forwarding as intermediary, and removes the trouble of user's manual dialup from, has good practicality.
Communication between described call center and request end is realized by described calling passage, say, that the voice communication between described call center and described request end is by described calling channel transfer.Data transmission between described call center and request end is realized by data channel, say, that setting up between described call center and described request end has data channel, and described data channel is in order to transmit other data such as described remote dial instruction.This alleviates the transmission burden of trunk to a certain extent, and sets up special data channel transmission remote dial instruction, it is also possible to accelerate transmission speed.
Dial third party's number owing to call center controls described request end by remote dial instruction, therefore there is between call center and request end remote control protocol or authorization.This is the right of privacy in order to protect user, and call center has to pass through the license of request end, just dialing can remotely be controlled.
Described request end includes mobile unit, for instance car phone etc., it is also possible to be mobile terminal, for instance mobile phone etc..If mobile terminal, described mobile terminal needs and the onboard system of automobile or automobile is bound, and call center so can be facilitated to confirm the identity of user.
Fig. 2 is the structure chart of a kind of embodiment of call center provided by the invention, describes in detail below in conjunction with Fig. 1 and Fig. 2.
Described call center includes:
Receive unit A1, in order to obtain call forwarding request；
Channel management unit A2, in order to, after obtaining described call forwarding request, to set up calling passage；
Confirmation unit A3, in order to by described calling passage, to confirm third party's number of call forwarding；
Transmitting element A4, in order to send the remote dial instruction request end to described call forwarding request, described remote dial instruction includes described third party's number.
Described call center also includes:
Broadcast unit (not shown), in order to, before described calling passage disconnects, to wait prompt music by described calling passage to the broadcasting of described request end.
Transmitting element A4, also in order to, after sending described remote dial instruction, to disconnect described calling passage.
After transmitting element A4 disconnects described calling passage, request end play and wait prompt music.
Channel management unit A2, also in order to set up the data channel sending described remote dial instruction between described call center and described request end.Described data channel can be passed through the technology such as 2G/3G, WLAN and realize.
The above-mentioned functional unit enumerated, is generally integrated in chip or circuit, and these chips or circuit form the exercisable product of operator attendance by assembling, for instance computer etc., facilitate the operated by personnel of call center, maintenance and use.
Fig. 3 is the structure chart of a kind of embodiment of request end provided by the invention, describes in detail below in conjunction with Fig. 2 and Fig. 3.
Described request end includes:
Request transmitting unit B1, in order to send call forwarding request to call center；
Resolution unit B2, in order to obtain the remote dial instruction that described call center sends, and parses described third party's number；
Processing unit B3, in order to, after resolution unit B2 parses described third party's number, to dial described third party's number.
Processing unit B3, also in order to, after resolution unit B2 obtains described remote dial instruction and parses described third party's number, to disconnect described calling passage.
Processing unit B3, also in order to, after resolution unit B2 obtains described remote dial instruction, to disconnect described calling passage.
Described request end also includes, music unit (not shown), in order to obtain described remote dial instruction at resolution unit B2 and in the process resolving described third party's number, to play and wait prompt music.
Described request end includes mobile unit or mobile equipment, for instance car phone, mobile phone etc., along with the development of technology can also is that panel computer etc..
Above-mentioned each functional unit is chip or circuit, is integrated in mobile unit or mobile equipment.
Fig. 4 is the operating diagram of a kind of embodiment of call forwarding system provided by the invention, describes in detail below in conjunction with Fig. 2 to Fig. 4.
With reference to Fig. 4, call center 100 realizes the call forwarding request of the user of mobile unit 200 (request end), and call center 100 can be the call center shown in Fig. 2, and request end is mobile unit 200, including functional unit as shown in Figure 3, it is possible to be the terminal unit such as car phone, mobile phone.
Illustrating with a specific embodiment below, the request end in the present embodiment is the car phone of mobile unit 200, with speech form call establishment center 100, sends the call forwarding request of phone call forwarding.In other embodiments, request end can also be the terminal unit such as mobile phone, notebook computer, it is possible to by the mode call establishment such as note, mail center 100.
User uses mobile unit 200 (car phone) to send request to call center 100, it is common that user makes a phone call to call center 100.Specifically, the request transmitting unit B1 of request end attending a banquet by voice message call establishment center 100.The phone that user dials to call center 100, is referred to as call forwarding request.The reception unit A1 of call center 100, obtains the phone of user.Call center 100 would generally arrange computer automatic-answering back device, receives unit A1 and is generally arranged in computer automatic answering system.
User's voice message according to computer, inputs the information of oneself demand or obtains the information oneself needed.According to practical situation, user can also select to be completed follow-up work by the operator attendance of call center 100.Along with the progress of technology, operator attendance is likely to and is replaced by computer automatic-answering back device completely.
After call center 100 receives described call forwarding request, set up calling passage, so far establish communication between user and call center 100 and connect.After call center 100 receives the phone of user, connecting both sides' communication by computer automatic-answering back device or operator attendance, now channel management unit A2 establishes the calling passage between car phone and call center 100.Described calling passage is disconnected calling passage by request end 200 in the present embodiment till continuing to call center 100 or car phone side's closedown therein.
In the present embodiment, request end 200, after obtaining remote dial instruction and parsing third party's number, is disconnected calling passage.Call center 100 is in the process by calling passage broadcasting wait prompt music, or can also be that request end 200 plays wait prompt music in the process.
In other embodiments, request end 200 after obtaining remote dial instruction, before parsing third party's number, can also be disconnected calling passage by request end 200.Wait prompt music is play in request end 200 in the process parsing third party's number.
User by the voice message of computer or with the interaction of operator attendance, confirmation unit A3 confirm the third party's number needing call forwarding, and record in confirmation unit A3.Described call forwarding request is likely to comprise described third party's number, it is also possible in follow-up operation, user provide.Ask owing to user sends call forwarding by voice approach such as phones to call center 100, more difficult described call forwarding ask in carry third party's number, therefore, behind call establishment center 100, third party's number just can be informed call center 100 by user, and is confirmed this number by call center 100.If user sends call forwarding request by the mode such as note, mail to call center 100, carrying third party's number in described call forwarding request, call center 100 is the correctness ensureing number, also can confirm with user.
During computer automatic-answering back device, confirmation unit A3 sends confirmation signal automatically, confirms third party's number of call forwarding；During operator attendance response, operator attendance control operation acknowledgement unit A3, confirm third party's number of call forwarding.
After call center 100 confirms third party's number, third party's number is encapsulated into remote dial instruction by transmitting element A4, and sends to mobile unit 200 (car phone).Channel management unit A2, also in order to set up data channel between the heart 100 in a call and mobile unit 200 (car phone).Described remote dial instruction is sent by the data channel between call center 100 and mobile unit 200 (car phone).In transmission process, the broadcast unit of call center 100, by calling passage, plays wait prompt music to user.
The resolution unit B2 of mobile unit 200 obtains the remote dial instruction containing third party's number, parses third party's number therein.Parsing in the process of third party's number at mobile unit 200, broadcast unit still passing through calling passage, plays wait prompt music to user.
Mobile unit 200 parses third party's number, and the processing unit B3 of mobile unit 200 disconnects the calling passage with call center 100 automatically, then automatically dials third party's number, and so far user connects third party by car phone.
Call center 100 confirms third party's number of call forwarding phone, such as 114, call center 100 issues the third party's number 114 mobile unit 200 to user, after mobile unit 200 parses third party's number 114, hanging up and the call of call center 100, automatic poking gets to third party's number 114.For mobile unit 200, because being separately twice call, so while reaching call forwarding purpose, bring extra spending will not to call center 100.
Fig. 5 is the operating diagram of the another embodiment of call forwarding system provided by the invention, describes in detail below in conjunction with Fig. 2, Fig. 3 and Fig. 5.
Request end in the present embodiment is the car phone of mobile unit 200, with speech form call establishment center 100, sends the call forwarding request of phone call forwarding.In other embodiments, request end can also be the terminal unit such as mobile phone, notebook computer, it is possible to by the mode call establishment such as note, mail center 100.
User uses mobile unit 200 (car phone) to send request to call center 100, it is common that user makes a phone call to call center 100.Specifically, the request transmitting unit B1 of request end attending a banquet by voice message call establishment center 100.The phone that user dials to call center 100, is referred to as call forwarding request.The reception unit A1 of call center 100, obtains the phone of user.Call center 100 would generally arrange computer automatic-answering back device, receives unit A1 and is generally arranged in computer automatic answering system.
User's voice message according to computer, inputs the information of oneself demand or obtains the information oneself needed.According to practical situation, user can also select to be completed follow-up work by the operator attendance of call center 100.Along with the progress of technology, operator attendance is likely to and is replaced by computer automatic-answering back device completely.
After call center 100 receives described call forwarding request, set up calling passage, so far establish communication between user and call center 100 and connect.After call center 100 receives the phone of user, connecting both sides' communication by computer automatic-answering back device or operator attendance, now channel management unit A2 establishes the calling passage between car phone and call center 100.Described calling passage is disconnected calling passage by call center 100 in the present embodiment till continuing to call center 100 or car phone side's closedown therein.
In the present embodiment, after call center 100 sends remote dial instruction, disconnected calling passage by call center 100 immediately.Request end 200 obtains remote dial instruction and parses third party's number, and request end 200, after calling passage is disconnected, is play and waited that prompt music is until parsing third party's number.
In other embodiments, call center 100 sends remote dial instruction, after request end 200 obtains remote dial instruction, is namely disconnected calling passage by call center 100.Request end 200 parses third party's number and plays wait prompt music in the process resolved.
Or, call center 100 sends remote dial instruction, and namely request end 200 is disconnected calling passage by call center 100 after obtaining remote dial instruction and parsing third party's number.Call center 100 is in the process by calling passage broadcasting wait prompt music, or can also be that request end 200 plays wait prompt music in the process.
Before disconnecting described calling passage, it is possible to play can also be play by request end 200 by call center 100；After disconnecting described calling passage, play request end 200.
User by the voice message of computer or with the interaction of operator attendance, confirmation unit A3 confirm the third party's number needing call forwarding, and record in confirmation unit A3.Described call forwarding request is likely to comprise described third party's number, it is also possible in follow-up operation, user provide.Ask owing to user sends call forwarding by voice approach such as phones to call center 100, more difficult described call forwarding ask in carry third party's number, therefore, behind call establishment center 100, third party's number just can be informed call center 100 by user, and is confirmed this number by call center 100.If user sends call forwarding request by the mode such as note, mail to call center 100, carrying third party's number in described call forwarding request, call center 100 is the correctness ensureing number, also can confirm with user.
During computer automatic-answering back device, confirmation unit A3 sends confirmation signal automatically, confirms third party's number of call forwarding；During operator attendance response, operator attendance control operation acknowledgement unit A3, confirm third party's number of call forwarding.
After call center 100 confirms third party's number, third party's number is encapsulated into remote dial instruction by transmitting element A4, and sends to mobile unit 200 (car phone).Channel management unit A2, also in order to set up data channel between the heart 100 in a call and mobile unit 200 (car phone).Described remote dial instruction is sent by the data channel between call center 100 and mobile unit 200 (car phone).In transmission process, the broadcast unit of call center 100, by calling passage, plays wait prompt music to user.
The resolution unit B2 of mobile unit 200 obtains the remote dial instruction containing third party's number, parses third party's number therein.Parsing in the process of third party's number at mobile unit 200, broadcast unit still passing through calling passage, plays wait prompt music to user.
Mobile unit 200 parses third party's number, and the processing unit B3 of mobile unit 200 disconnects the calling passage with call center 100 automatically, then automatically dials third party's number, and so far user connects third party by car phone.
Call center 100 confirms third party's number of call forwarding phone, such as 114, call center 100 issues the third party's number 114 mobile unit 200 to user, after mobile unit 200 parses third party's number 114, hanging up and the call of call center 100, automatic poking gets to third party's number 114.For mobile unit 200, because being separately twice call, so while reaching call forwarding purpose, bring extra spending will not to call center 100.
Technical scheme at least has the advantages that
The call forwarding request of acquisition request end, call center, sets up calling passage, confirms third party's number of call forwarding, and sends the remote dial instruction request end to described call forwarding request, described request end disconnects described calling passage, dial third party's number.This not only will not take the trunk of call center, it is to avoid call center produces extra running cost, and after request end parses third party's number, dial-in direct, saves the trouble of user oneself dialing.
Parse in the process of third party's number in the transmission remote dial instruction of Waiting for Call center, request end and request end, call center's play cuing music, enhance the experience property of user and recreational, make waiting process become less uninteresting.
Although the present invention is with preferred embodiment openly as above; but it is not for limiting the present invention; any those skilled in the art are without departing from the spirit and scope of the present invention; may be by the method for the disclosure above and technology contents and technical solution of the present invention is made possible variation and amendment; therefore; every content without departing from technical solution of the present invention; according to any simple modification, equivalent variations and modification that above example is made by the technical spirit of the present invention, belong to the protection domain of technical solution of the present invention.
Claims (17)
1. the method passing through call center's call forwarding phone, it is characterised in that including:
Described call center receives call forwarding request, and sets up calling passage；
Described call center, by described calling passage, confirms third party's number of call forwarding；Wherein, described call forwarding request comprises third party's number, or after user connects the attending a banquet of described call center, informs described third party's number of attending a banquet in call；
Described call center sends the remote dial instruction request end to described call forwarding request, and described remote dial instruction includes described third party's number；
Described request end obtains described remote dial instruction, and after parsing described third party's number, actively dials described third party's number；
After described call center sends remote dial instruction, described call center or described request end disconnect described calling passage；
Wherein, the method also includes, and sets up the data channel sending described remote dial instruction between described call center and described request end.
2. the method by call center's call forwarding phone as claimed in claim 1, it is characterised in that after described call center sends remote dial instruction, described call center disconnects described calling passage.
3. the method by call center's call forwarding phone as claimed in claim 1, it is characterised in that after described request end obtains described remote dial instruction and parses described third party's number, described request end disconnects described calling passage.
4. the method by call center's call forwarding phone as claimed in claim 1, it is characterised in that after described request end obtains described remote dial instruction, described request end disconnects described calling passage.
5. the method by call center's call forwarding phone as described in any one of claim 2 to 4, it is characterised in that also include, before described calling passage disconnects, described call center waits prompt music by described calling passage to the broadcasting of described request end.
6. the method by call center's call forwarding phone as described in any one of claim 2 to 4, it is characterized in that, also including, obtain in described request end in the process of described remote dial instruction and the described third party's number of parsing, described request end is play and is waited prompt music.
7. the method by call center's call forwarding phone as claimed in claim 1, it is characterised in that described call forwarding request comprises described third party's number.
8. the method by call center's call forwarding phone as claimed in claim 1, it is characterised in that described call forwarding request is voice, note or mail.
9. a call center, it is characterised in that including:
Receive unit, in order to obtain call forwarding request；
Channel management unit, in order to, after obtaining described call forwarding request, to set up calling passage；
Confirmation unit, in order to by described calling passage, to confirm third party's number of call forwarding；Wherein, described call forwarding request comprises third party's number, or after user connects the attending a banquet of described call center, informs described third party's number of attending a banquet in call；
Transmitting element, in order to send the remote dial instruction request end to described call forwarding request, described remote dial instruction includes described third party's number；
Wherein, described channel management unit, also in order to set up the data channel sending described remote dial instruction between described call center and described request end.
10. call center as claimed in claim 9, it is characterised in that described transmitting element is also in order to, after sending described remote dial instruction, to disconnect described calling passage.
11. call center as claimed in claim 9, it is characterised in that also include broadcast unit, in order to, before described calling passage disconnects, to wait prompt music by described calling passage to the broadcasting of described request end.
12. a request end, it is characterised in that including:
Request transmitting unit, in order to send call forwarding request to the call center described in any one of claim 9 to 11；
Resolution unit, in order to obtain the remote dial instruction that described call center sends, and parses described third party's number；
Processing unit, in order to, after described resolution unit parses described third party's number, actively to dial described third party's number.
13. request end as claimed in claim 12, it is characterised in that described processing unit is also in order to, after described resolution unit obtains described remote dial instruction and parses described third party's number, to disconnect described calling passage.
14. request end as claimed in claim 12, it is characterised in that described processing unit is also in order to, after described resolution unit obtains described remote dial instruction, to disconnect described calling passage.
15. request end as claimed in claim 12, it is characterised in that also include music unit, in order to obtain described remote dial instruction in described resolution unit and in the process resolving described third party's number, to play and wait prompt music.
16. request end as claimed in claim 12, it is characterised in that described request end includes mobile unit and/or mobile equipment.
17. a call forwarding system, it is characterised in that including:
Call center described in any one of claim 9 to 11；
Request end described in any one of claim 12 to 16.
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| CN201110206577.4A CN102891940B (en) | 2011-07-22 | 2011-07-22 | Call center and the method passing through its call forwarding phone, request end and call forwarding system |
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| CN102891940A CN102891940A (en) | 2013-01-23 |
| CN102891940B true CN102891940B (en) | 2016-06-29 |
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| CN105721470B (en) * | 2016-02-19 | 2020-10-20 | 广州盛华信息有限公司 | Method for realizing visual access of call center |
| CN105721723B (en) * | 2016-03-04 | 2018-10-16 | 上海携程商务有限公司 | Call transfer method based on virtual seat and system |
| CN112437150B (en) * | 2020-11-19 | 2023-07-25 | 维沃移动通信有限公司 | File transmission method and device and electronic equipment |
Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101001288A (en) * | 2007-01-25 | 2007-07-18 | 华为技术有限公司 | Method, system and device for implementing switching service |
| CN101159785A (en) * | 2007-11-06 | 2008-04-09 | 中兴通讯股份有限公司 | Call switching method and system |
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Patent Citations (2)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101001288A (en) * | 2007-01-25 | 2007-07-18 | 华为技术有限公司 | Method, system and device for implementing switching service |
| CN101159785A (en) * | 2007-11-06 | 2008-04-09 | 中兴通讯股份有限公司 | Call switching method and system |
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Denomination of invention: Call center, method for transferring call through call center, requesting end and call transfer system Effective date of registration: 20201130 Granted publication date: 20160629 Pledgee: Jiading Branch of Shanghai Bank Co.,Ltd. Pledgor: SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING Co.,Ltd. Registration number: Y2020310000046 |
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Address after: 201815 208, building 4, No. 1411, Yecheng Road, Jiading Industrial Zone, Jiading District, Shanghai Patentee after: Botai vehicle networking technology (Shanghai) Co.,Ltd. Address before: 200233 block F2, 6 / F, Zhaofeng global building, 1800 Zhongshan West Road, Xuhui District, Shanghai Patentee before: SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING Co.,Ltd. |
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Change date: 20230921 Registration number: Y2020310000046 Pledgor after: Botai vehicle networking technology (Shanghai) Co.,Ltd. Pledgor before: SHANGHAI PATEO ELECTRONIC EQUIPMENT MANUFACTURING Co.,Ltd. |