CN103037114A - Method and system for calling interior wiring inserting numbers - Google Patents
Method and system for calling interior wiring inserting numbers Download PDFInfo
- Publication number
- CN103037114A CN103037114A CN2011102995576A CN201110299557A CN103037114A CN 103037114 A CN103037114 A CN 103037114A CN 2011102995576 A CN2011102995576 A CN 2011102995576A CN 201110299557 A CN201110299557 A CN 201110299557A CN 103037114 A CN103037114 A CN 103037114A
- Authority
- CN
- China
- Prior art keywords
- customer group
- seat
- cti platform
- queue machine
- user
- Prior art date
- Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
- Granted
Links
Images
Abstract
The invention discloses a method and system for calling interior wiring inserting numbers. The method comprises distributing user group numbers for users sharing a computer telephony integration (CTI) platform and building a mapping correlation chart between the user group numbers and the users; using a queuing machine to distribute calling resources for each user group according to the mapping correlation chart between the user group numbers and the users; building a mapping correlation chart among seats, the user group numbers and the CTI platform and outputting the mapping correlation chart to the CTI platform; receiving calling request information sent by the seats, obtaining the user group numbers corresponding to the seats according to the pre-stored mapping correlation chart among the seats, the user group numbers and the CTI platform, enabling the user group numbers to be carried in the calling request information, and outputting the calling request information to the queuing machine; and using the queuing machine to receive the calling request information, obtaining calling resources allocated for the user group according to the carried user group numbers and outputting the calling request information to the users corresponding to the interior wiring inserting numbers carried in the user group numbers. By means of the method and system, use ratio of interior wiring inserting number resources can be improved.
Description
Technical field
The present invention relates to the communication technology, particularly a kind of method and system of calling out the interior lines access code.
Background technology
The call center comprises conventional call centers and outsourcing call center, wherein, it is an enterprise or Institution Services that conventional call centers is exclusively used in, the i.e. resource of this conventional call centers, for example, relaying, interactive voice response (IVR, Interactive Voice Response) resource, number resource etc., all be that this enterprise or mechanism are shared, for example, existing comparatively general group's Virtual Private Network (VPN, Virtual Private Network) private line service, but this scheme input cost is high.In the outsourcing call center, the resource of outsourcing call center is to share for a plurality of users, be a plurality of enterprises or Institution Services, thereby, input cost is lower, but the resource management of outsourcing call center should provide according to each user's demand required resource, avoids again simultaneously because certain user surmounts self authority, excessively uses resource and causes other users' resource occupied.
In the prior art, the access code resource is comparatively deficient, in order effectively to save the access code resource, general large, medium-sized enterprises (user) have separately independently the interior lines access code number to reduce taking outside line access code resource, interior lines access code numbering between each enterprise can be identical, also can be different, like this, when a plurality of users share same outsourcing call center, number identical interior lines access code and will cause conflict in the use, collision problem for fear of these user interior lines access codes, the existing technical scheme that adopts is: the outsourcing call center plans the user for sign according to number head the interior lines access code, namely distribute different number head for different user in advance, queue machine in the outsourcing call center receives interior lines access code that seat dials in when carrying out outgoing call, number for 0 beginning, directly send public network, other numbers are planned, number head corresponding according to the interior lines access code, query ID head and user's mapping relations table divides and delivers to the user that this number premiere is penetrated.
By as seen above-mentioned, the method of existing call interior lines access code, by the outsourcing call center interior lines access code is planned again, according to the first different user of distinguishing of jack per line not, on the one hand, if increase head before the access code of interior lines owing to increased the figure place of interior lines access codes, makes troubles to application; On the other hand, if in the access code figure place of interior lines, extract some figure place conduct head, will cause again spendable interior lines access code resource wretched insufficiency.For example, suppose that the interior lines access code figure place that a call center need to access 999 enterprise customers, each enterprise customer is 6 (available interior lines Number for access yardage is 999999), implementation according to above-mentioned calling interior lines access code, be used for distinguishing respectively 999 enterprise customers if before 6 interior lines access codes, increase by 3 item lead-in sections, then each enterprise customer's interior lines access code will become 9, not only be difficult to memory, also may use with other number (for example, normal 9 telephone numbers that use) and produce conflict; If adopt the mode of 3 items head+3 bit numbers, then the access of each enterprise customer's interior lines access code numbering number mostly is 999 most, only account for the one thousandth of the originally available access numbering of this enterprise customer number, cause this enterprise customer's interior lines access code resource wretched insufficiency.
Summary of the invention
In view of this, main purpose of the present invention is to propose a kind of method of calling out the interior lines access code, improves the utilance of interior lines access code resource.
Another object of the present invention is to propose a kind of system of calling out the interior lines access code, improve the utilance of interior lines access code resource.
For achieving the above object, the invention provides a kind of method of calling out the interior lines access code, the method comprises:
Be the user assignment customer group of the integrated CTI platform of Sharing computer telecommunications number, set up customer group number and user's mapping relations table, export queue machine to;
Queue machine is each customer group distribution call resources according to the customer group that the receives number mapping relations table with the user;
The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to;
The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
Queue machine receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.
The described mapping relations table of setting up seat and customer group number and CTI platform comprises:
Confirm seat by login authentication, the CTI platform information that the displaying seat logs on by the queue machine that authenticates;
The CTI platform information of receiving position input is showed the customer group information that the CTI platform of this input logs on;
The customer group information of receiving position input is set up the mapping relations table of seat and customer group number and CTI platform according to CTI platform information, the customer group information of seat input.
The mapping relations table of described seat and customer group number and CTI platform comprises: the customer group table of each customer group of the call center table of each CTI platform information that storage links to each other with queue machine, storage access queue machine and, store the seat mapping table of the corresponding relation of CTI platform that the service account correspondence of seat logs on number and customer group number.
Described displaying seat comprises by the CTI platform information that the queue machine that authenticates logs on:
According to the service account information of seat by the login authentication input, the information position mapping table obtains CTI platform information and displaying that this service account correspondence logs on.
Described call resources comprises: interior lines access code, service application environment, calling relaying, recording channel, playback passage and text voice ALT-CH alternate channel.
Described call resources comprises further automatic speech recognition passage.
An interior user's number of customer group does not exceed the scope of interior lines access code figure place, the corresponding interior lines access code of user.
A kind of system of calling out the interior lines access code, this system comprises: the integrated CTI platform of computer telecommunication and queue machine, wherein,
The CTI platform is used to the user assignment customer group number of sharing this CTI platform, sets up customer group number and user's mapping relations table, exports queue machine to; The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
Queue machine is used for according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.
Described queue machine comprises: service application environment module, calling trunk module, record/playback channel module, text voice ALT-CH alternate channel module, automatic speech recognition channel module and Media Gateway Controller group message control module, wherein,
The service application environment module, the parts of in the queue machine all kinds of business being controlled;
Call out trunk module, the parts of in the queue machine relay resource being controlled;
Record/playback channel module, the parts of in the queue machine record/playback resource being controlled;
Text voice ALT-CH alternate channel module, the parts of in the queue machine text voice tts resource being controlled;
The automatic speech recognition channel module, the parts of in the queue machine automatic speech recognition resource being controlled;
Media Gateway Controller group message control module according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and the interior lines access code that carries according to call request message, exports call request message in the customer group number user corresponding to this interior lines access code.
Described CTI platform comprises: elemental user cluster management system, Intelligent Routing Center management system, interactive voice response and Virtual Call Center management system, wherein,
The elemental user cluster management system is used to user assignment customer group number, sets up customer group number and user's mapping relations table, exports queue machine to; When issuing call request message, carrying queue machine customer group information;
The Intelligent Routing Center management system is used for realizing the route of calling between distinct device in the CTI platform side;
Interactive voice response is used for realizing interactive voice;
The Virtual Call Center management system, be used for the call request message that receiving position sends, mapping relations table according to pre-stored seat and customer group number and CTI platform, obtain customer group corresponding to interior lines access code number, and customer group number is carried in the call request message, export queue machine to.
As seen from the above technical solutions, a kind of method and system of calling out the interior lines access code that the embodiment of the invention provides, be the user assignment customer group of the integrated CTI platform of Sharing computer telecommunications number, set up customer group number and user's mapping relations table, export queue machine to; Queue machine is each customer group distribution call resources according to the customer group that the receives number mapping relations table with the user; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to; Queue machine receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.Like this, by the configure user group, when seat carries out the login authentication request, for seat logs on customer group, when receiving call request message that seat sends and carry out the interior lines access calling, according to the interior lines access code that carries in the call request message, export call request message in the customer group that this seat logs on user corresponding to interior lines access code, thereby need not to be interior lines access code config. number lead-in segment information, Effective Raise the utilance of interior lines access code resources.
Description of drawings
Fig. 1 is the system configuration schematic diagram that the embodiment of the invention is called out the interior lines access code.
Fig. 2 is the schematic flow sheet that the invention process is set up the mapping relations table of seat and customer group number and CTI platform.
Fig. 3 is the interfacial structure schematic diagram that embodiment of the invention seat is selected by logging on the customer group interface.
Fig. 4 is system's concrete structure schematic diagram that the embodiment of the invention is called out the interior lines access code.
Fig. 5 is another structural representation of system that the embodiment of the invention is called out the interior lines access code.
Fig. 6 is the system configuration schematic diagram that the embodiment of the invention one is called out the interior lines access code.
Fig. 7 is the system configuration schematic diagram that the embodiment of the invention two is called out the interior lines access code.
Fig. 8 is the method flow schematic diagram that the embodiment of the invention is called out the interior lines access code.
Embodiment
For making the purpose, technical solutions and advantages of the present invention clearer, the present invention is described in further detail below in conjunction with the accompanying drawings and the specific embodiments.
Existing outsourcing call center, by being each user's config. number lead-in section, storage lead-in section and user's mapping relations table, and number lead-in section that will dispose is notified to seat, seat is dialled in the interior lines access code with number lead-in segment information, queue machine basis lead-in segment information carries out Route Selection and resource and distributes, so that interior lines access code inadequate resource, utilance are lower.In the embodiment of the invention, in advance customer group number differentiation is carried out in the user of access outsourcing call center, and set up the mapping relations of seat and customer group information, pass through computer telecommunication integrated (CTI, Computer﹠amp at seat; Telephony Integration) when platform issues call request message, increase to transmit customer group information, make queue machine know which user's service that is specially according to customer group information, and number be the user assignment respective resources by customer group.Like this, after access same outsourcing call center (CTI platform), can avoid the interior lines access code to clash and so that each user's interior lines access code numbering is unrestricted at different user, thereby improve the utilance of interior lines access code resource.
Fig. 1 is the system configuration schematic diagram that the embodiment of the invention is called out the interior lines access code.Referring to Fig. 1, this system is the outsourcing call center, comprising: CTI platform and queue machine, wherein,
The CTI platform is used to the user assignment customer group number of sharing this CTI platform, sets up customer group number and user's mapping relations table, exports queue machine to; The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
In the embodiment of the invention, can be according to actual needs, for example, according to enterprise customer's wish independent assortment, for a plurality of enterprise customers distribute same customer group number, the scope that makes user's number in the customer group not exceed interior lines access code figure place get final product, and is certain, also can be respectively each enterprise customer and distribute corresponding customer group number.
Queue machine is used for according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.
In the embodiment of the invention, queue machine is responsible for the unified management to self all resource, comprises relaying, record/playback passage etc., and interior lines access code resource is assigned to each customer group, makes the employed number resource of each customer group separate.Be that the interior lines access code that uses of the user in each customer group number is separate, can be identical, also can be different, the interior lines access code that each user in the same customer group number uses is different.
The mapping relations table of seat and customer group number and CTI platform comprises: call center table T_PUB_CALLCENTER, each CTI platform information that storage links to each other with queue machine, customer group table T_PUB_VDN, each customer group of storage access queue machine and, the seat mapping table, the corresponding relation of the CTI platform that logs on of service account correspondence of storage seat number and customer group number.
After the login interface of seat by queue machine passed through the checking of service account, queue machine is by pre-stored T_PUB_CALLCENTER, T_PUB_VDN and T_UCP_STAFFWORKNO, inquire CTI platform corresponding to current business account number number, and this CTI platform customer group that number can log on number, then show these customer group information logging on the customer group interface, select to generate the mapping relations table of customer group number and CTI platform and be issued to the CTI platform for seat.For example, if the corresponding a plurality of CTI platforms of the service account of this seat in the T_UCP_STAFFWORKNO table, then queue machine is by the USB chip intelligent card interface equipment (CCID in this table, USB Chip/Smart Card Interface Devices), VDNID obtains a plurality of CTI platforms and corresponding customer group title from T_PUB_CALLCENTER, T_PUB_VDN, and show logging on the interface, select the CTI platform that will log on and the customer group in this CTI platform for seat.
In the embodiment of the invention, seat can log on one or more CTI platforms, also can be one or more customer group services, after carrying out the service account authentication, by selecting a customer group in a signatory CTI platform and this CTI platform, thereby so that seat is unique by the mapping relations of the customer group selecting to generate number and CTI platform.Like this, carry out special processing by seat being logged on different customer group, so that seat can be automatically or selects group under the seat outgoing call by hand, thus realization outgoing call identical interior lines access code and be routed to the function of different enterprises interior lines.
Fig. 2 is the schematic flow sheet that the invention process is set up the mapping relations table of seat and customer group number and CTI platform.Referring to Fig. 2, this flow process comprises:
Step 201 is confirmed seat by login authentication, the CTI platform information that the displaying seat logs on by the queue machine that authenticates;
In this step, seat is by the login interface of queue machine, the incoming traffic account, and queue machine authenticates this seat according to service account information, after authentication is passed through, allows the login queue machine.
In the practical application, seat can log on by different queue machines different CTI platforms, for example, can log on CTI platform A and CTI platform B by queue machine A, also can log on CTI platform A and CTI platform C etc. by queue machine B.In the embodiment of the invention, queue machine is after authentication, and the CTI platform information of this queue machine of access that this service account is corresponding is showed to seat, is about to seat and shows by the CTI platform information that this queue machine logs on.For example, if the queue machine of authentication seat is queue machine A, then CTI platform A and CTI platform B information are showed to seat.
Step 202, the CTI platform information of receiving position input is showed the customer group information that the CTI platform of this input logs on;
In this step, seat is according to the CTI platform information of showing, therefrom select the CTI platform that to log on, queue machine is according to the CTI platform information of seat input, the customer group information that seat in the CTI platform of input logs on is showed for you to choose to seat, for example, seat is selected CTI platform A, then queue machine customer group information that this seat is logged in CTI platform A (enterprise one, enterprise two ...) show.
Step 203, the customer group information of receiving position input is set up the mapping relations table of seat and customer group number and CTI platform according to CTI platform information, the customer group information of seat input.
In this step, according to the mapping relations table of the CTI platform information of seat input, seat that customer group information is set up and customer group number and CTI platform can the unique identification seat call customer group.
In the practical application, if seat is single tenant's seat, then the relevant information of above-mentioned displaying and the information that can select all are unique.
Fig. 3 is the interfacial structure schematic diagram that embodiment of the invention seat is selected by logging on the customer group interface.Referring to Fig. 3, seat is selected the information such as login type, logging status, call center's numbering (CTI platform number) and group number/enterprise number (customer group number) by the drop-down menu in the interface, wherein, type selecting is common attends a banquet in login, logging status is selected Idle state, and select to log on the call center and log on two options of queue machine, call center's numbering selective call center A, group number/enterprise number is selected enterprise one, like this, the mapping relations of the Information generation customer group selected according to seat of queue machine number and CTI platform.
Fig. 4 is system's concrete structure schematic diagram that the embodiment of the invention is called out the interior lines access code.Referring to Fig. 4, this system comprises: CTI platform and queue machine, wherein,
The CTI platform comprises: elemental user cluster management system, Intelligent Routing Center management system, interactive voice response and Virtual Call Center management system, wherein,
The elemental user cluster management system is used for definition and leading subscriber group, is user assignment customer group number, sets up customer group number and user's mapping relations table, exports queue machine to; When issuing call request message, carrying queue machine customer group information;
The Intelligent Routing Center management system is used for realizing the route of calling between distinct device in the CTI platform side, for example, calls out and is routed to skill queue from IVR;
Interactive voice response as CTI platform side IVR equipment, is realized interactive voice;
The Virtual Call Center management system, be used for managing virtual device network (VDN as the CTI platform side, Virtual Network Disk System) module, the call request message that receiving position sends, mapping relations table according to pre-stored seat and customer group number and CTI platform, obtain customer group corresponding to interior lines access code number, and customer group number is carried in the call request message, export queue machine to.
In the embodiment of the invention, Virtual Call Center management system and elemental user cluster management system can close to be established.
Queue machine comprises: service application environment module, calling trunk module, recording channel module, playback channel module, TTS channel module, ASR channel module and Media Gateway Controller (MGC, Media Gateway Control) group's message control module, wherein
The service application environment module, the parts of in the queue machine all kinds of business being controlled;
Call out trunk module, the parts of in the queue machine relay resource being controlled;
Record/playback channel module, the parts of in the queue machine record/playback resource being controlled;
Preferably, CP is used for recording, VP is used for playback.
The TTS channel module, the parts of in the queue machine TTS resource being controlled;
The ASR channel module, the parts of in the queue machine ASR resource being controlled;
In the embodiment of the invention, the ASR channel module is optional, the detailed description of service application environment module, calling trunk module, recording channel module, playback channel module, TTS channel module and ASR channel module specifically can referring to the correlation technique document, not repeat them here.
MGC group's message control module, the customer group that in the queue machine CTI platform is transmitted number, for example, the parts that enterprise domain 1, enterprise domain 2 and enterprise domain 3 manage, by this module, realizing distribution and the correspondence of customer group number and all kinds of resources, according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources namely; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and the interior lines access code that carries according to call request message, exports call request message in the customer group number user corresponding to this interior lines access code.
In the embodiment of the invention, the various application of same queue machine will physically be belonged to, for example, seat is used the interior lines outgoing call, logically be divided into relatively independent module, and by in call center CTI platform and queue machine assembly, increasing MGC group's message control module, set up the Virtual Call Center (VCC, Virtual Call Center) based on the virtual line-up plane mechanism.Wherein, the virtual line-up machine is relatively independent each other, comprises independently resource, independently management.Independently resource refers to that each virtual line-up facility has separately independently service application environment, call center, recording channel, playback passage, text voice conversion (TTS, Text To Speech) resource such as passage, automatic speech recognition (ASR, Automatic Speech Recognition) passage; Independently management refers to that each virtual line-up machine has separate configurations, monitoring, report form statistics etc., can satisfy the needs of the secure data area of each service application.Like this, be a plurality of customer groups (enterprise group) and number identify with customer group by the user's class definition that will share same CTI platform, user in the customer group can be the user in the same enterprise, also can be according to enterprise's wish independent assortment, each customer group can realize all functions of single CTI platform, comprises the arbitrary number of interior lines access code Number for access.The CTI platform is when issuing call request message to queue machine by the internal transmission agreement, except comprising the information such as calling and called, seat number, also include customer group information, queue machine is when receiving call request message, according to the customer group that comprises in the message number and according to carry out resource distribution and Route Selection for the configuration of each customer group.Because customer group number is the CTI platform when issuing call request message to queue machine, be carried in the call request message, need not to be embodied in the access code of interior lines, thereby, the interior lines access code need not use lead-in segment information and identifies, need not take number resource, thereby improve the utilance of interior lines access code resources.
Fig. 5 is another structural representation of system that the embodiment of the invention is called out the interior lines access code.Referring to Fig. 5, this system is divided into tenant's side and carrier side, the queue machine of single tenant's seat of carrier side by carrier side/outsourcing call center connecting system, queue machine/outsourcing call center continues call request message to enterprise A interior lines according to the A group of enterprise of single tenant's seat call; The queue machine of many tenants seat of carrier side by carrier side/outsourcing call center connecting system, queue machine/outsourcing call center continues call request message to the enterprise B interior lines according to the enterprise B group of many tenants seat when service.If many tenants seat after withdrawing from current service, logs on the A group of enterprise by authentication again, then in subsequent voice calls, queue machine/outsourcing call center continues call request message to enterprise A interior lines.Like this, single tenant's seat can only be single customer group service, and many tenants seat can be selected the customer group of current service.
Below lift specific embodiment, the embodiment of the invention is described specifically.
Fig. 6 is the system configuration schematic diagram that the embodiment of the invention one is called out the interior lines access code.Referring to Fig. 6, this system comprises: seat (operator), CTI platform, queue machine, enterprise one, enterprise two and other customer groups, wherein, seat links to each other with the CTI platform, the CTI platform is connected to queue machine, enterprise one, enterprise two and other customer groups link to each other with queue machine respectively, and this system is after authenticating seat and passing through, and the flow process of execution comprises:
Step 601 is set up customer group and configure user group number in the CTI platform side;
In this step, for the user who shares this CTI platform sets up customer group and distributing user group number, distributing the customer group of enterprise No. one is 1, and the customer group of enterprise No. two is 2.
Step 602 is set up customer group in seat side (business side);
In this step, the mode that shares seat according to many tenants disposes seat.Dispose first T_PUB_CALLCENTER (CTI platform number table), dispose again T_PUB_VDN (tenant's table), the customer group that T_PUB_VDN is associated with in the step 501 set up number, dispose at last T_UCP_STAFFWORKNO (CTI platform number and service account, customer group mapping table), make it number to be associated with the CTI platform of T_PUB_CALLCENTER configuration.By above-mentioned configuration, seat can select to log on the customer group of enterprise one or enterprise two when the login general seat software.
Step 603 is set up customer group and routing rule at the queuing pusher side.
In this step, the queuing pusher side be enterprise one to set up the group number be 1 customer group, number be 2 customer group for enterprise two sets up the group.The customer group of customer group number and the configuration of CTI platform side is number corresponding one by one.
Then, distribute respectively calling relaying, record/playback passage and interior lines access code for each customer group.In the embodiment of the invention, the interior lines access code that distributes for customer group 1 and customer group 2 is respectively 6001 and 6002.
(enterprise one) sets up interior lines access code routing rule 1 for customer group 1, is routed to the interior lines access code of enterprise one when being used for logging on the seat outgoing call of enterprise one.Equally, for enterprise two sets up interior lines access code routing rule 2, be routed to the interior lines access code of enterprise two when being used for logging on the seat outgoing call of enterprise two.Like this, if seat has been selected the customer group of enterprise one when logging on, then when outgoing call 6001 number, interior lines access code routing rule 1 routes the call to enterprise one, and the interior lines access code 6001 of enterprise one will ring; If seat has been selected the customer group of enterprise two when logging on, then when outgoing call 6001 number, interior lines access code routing rule 2 routes the call to enterprise two, and the interior lines access code 6001 of enterprise two will ring.
Fig. 7 is the system configuration schematic diagram that the embodiment of the invention two is called out the interior lines access code.Referring to Fig. 7, this system comprises: seat, CTI platform, queue machine and enterprise's inside line, and take the interior lines access code of seat outgoing call customer group as example, for example, take the interior lines access telephone number 6001 of agent call enterprise one as example, the flow process of execution comprises:
In this step, if N enterprise disposed inside line (interior lines access code), wherein enterprise one and enterprise's two inside lines number all are 6001 and 6002.When seat is dialed 6001 number of enterprise one, replied by 6001 phones of enterprise one, when dialing 6001 number of enterprise two, replied by 6001 phones of enterprise two.
The CTI platform is according to pre-stored mapping relations table, judge the customer group that seat logs on, each seat can only be registered in the customer group simultaneously, if seat possesses the authority that logs on a plurality of customer groups, when logging on, must select so, with the customer group of determining to log on.In the embodiment of the invention, seat is through after authenticating, and the CTI platform judges that the customer group that seat logs on is enterprise one.
In this step, MGC group's message control module of queue machine is according to the customer group information of carrying in the call request message, obtain all kinds of resources and routing iinformation under this customer group, for example, obtain enterprise's one corresponding available resources: call out relaying, record/playback passage and TTS passage etc.
In this step, queue machine is sent to call request message the inside line 6001 of enterprise one according to resource, outgoing route information and the customer group information obtained.
In this step, after interior lines access code 6001 rings of enterprise one are answered, seat and 6001 interior lines normal talkings.
By as seen above-mentioned, the system of the calling interior lines access code of the embodiment of the invention, by carrying out customer group number differentiation, set up the mapping relations of seat and customer group information, carry out call treatment according to the customer group that seat logs on, different seats log on different customer groups, can be so that the outsourcing call center can be shared by many enterprises in the situation that does not affect interior lines access code coding rule, solved the problem of interior lines access code conflict and interior lines access code inadequate resource, improved the utilance of interior lines access code resources, reduce greatly mobile investment construction cost, shorten the investment payback time, maximized user capacity and the trunking capacity of utilizing equipment; Simultaneously, a plurality of small enterprises can share relay resource, conferencing resource, route resource etc., the equipment of user's sidepiece administration can the good data of configured in advance and is carried out dialup test, and then take the user scene and install, need not the user scene and transfer survey, engineering is simple, makes things convenient for dilatation, reducings the construction costs.
Fig. 8 is the method flow schematic diagram that the embodiment of the invention is called out the interior lines access code.Referring to Fig. 8, this flow process comprises:
Step 801 is the user assignment customer group of sharing the CTI platform number, sets up customer group number and user's mapping relations table, exports queue machine to;
In this step, can be according to follow-up interior lines access code figure place to be configured, make user's number in the customer group not exceed the scope of interior lines access code figure place, for example, if interior lines access code figure place is 3, then the interior user's number of customer group is no more than 999.
In this step, can according to what of the number of users that comprises in the customer group number, be that each customer group is distributed call resources.
Call resources comprises: interior lines access code, service application environment, calling relaying, recording channel, playback passage and TTS passage.Simultaneously, notify respectively each customer group with the interior lines access code resource information of distributing.Certainly, further, call resources comprises can also comprise ASR channel resource etc.
Step 803, the mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to;
In this step, the CTI platform is stored the mapping relations table of each seat and customer group number and CTI platform, according to this mapping relations table, can determine in self CTI platform the customer group of each seat call.
The call request message that step 804, receiving position send according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
In this step, the CTI platform is according to the seat information of carrying in the call request message, and the mapping relations table of information position and customer group number and CTI platform obtains the customer group of this seat call.
The above is preferred embodiment of the present invention only, is not for limiting protection scope of the present invention.Within the spirit and principles in the present invention all, any modification of doing, be equal to and replace and improvement etc., all should be included within protection scope of the present invention.
Claims (10)
1. method of calling out the interior lines access code is characterized in that the method comprises:
Be the user assignment customer group of the integrated CTI platform of Sharing computer telecommunications number, set up customer group number and user's mapping relations table, export queue machine to;
Queue machine is each customer group distribution call resources according to the customer group that the receives number mapping relations table with the user;
The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to;
The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
Queue machine receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.
2. the method for claim 1 is characterized in that, the described mapping relations table of setting up seat and customer group number and CTI platform comprises:
Confirm seat by login authentication, the CTI platform information that the displaying seat logs on by the queue machine that authenticates;
The CTI platform information of receiving position input is showed the customer group information that the CTI platform of this input logs on;
The customer group information of receiving position input is set up the mapping relations table of seat and customer group number and CTI platform according to CTI platform information, the customer group information of seat input.
3. method as claimed in claim 2, it is characterized in that, the mapping relations table of described seat and customer group number and CTI platform comprises: the customer group table of each customer group of the call center table of each CTI platform information that storage links to each other with queue machine, storage access queue machine and, store the seat mapping table of the corresponding relation of CTI platform that the service account correspondence of seat logs on number and customer group number.
4. method as claimed in claim 3 is characterized in that, described displaying seat comprises by the CTI platform information that the queue machine that authenticates logs on:
According to the service account information of seat by the login authentication input, the information position mapping table obtains CTI platform information and displaying that this service account correspondence logs on.
5. such as each described method of claim 1 to 4, it is characterized in that described call resources comprises: interior lines access code, service application environment, calling relaying, recording channel, playback passage and text voice ALT-CH alternate channel.
6. method as claimed in claim 5 is characterized in that, described call resources comprises further automatic speech recognition passage.
7. method as claimed in claim 6 is characterized in that, an interior user's number of customer group does not exceed the scope of interior lines access code figure place, the corresponding interior lines access code of user.
8. a system of calling out the interior lines access code is characterized in that, this system comprises: the integrated CTI platform of computer telecommunication and queue machine, wherein,
The CTI platform is used to the user assignment customer group number of sharing this CTI platform, sets up customer group number and user's mapping relations table, exports queue machine to; The call request message that receiving position sends according to the mapping relations table of pre-stored seat and customer group number and CTI platform, obtains customer group corresponding to seat number, and customer group number is carried in the call request message, exports queue machine to;
Queue machine is used for according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and call request message is exported to user corresponding to interior lines access code who carries in the customer group number.
9. system as claimed in claim 8, it is characterized in that, described queue machine comprises: service application environment module, calling trunk module, record/playback channel module, text voice ALT-CH alternate channel module, automatic speech recognition channel module and Media Gateway Controller group message control module, wherein
The service application environment module, the parts of in the queue machine all kinds of business being controlled;
Call out trunk module, the parts of in the queue machine relay resource being controlled;
Record/playback channel module, the parts of in the queue machine record/playback resource being controlled;
Text voice ALT-CH alternate channel module, the parts of in the queue machine text voice tts resource being controlled;
The automatic speech recognition channel module, the parts of in the queue machine automatic speech recognition resource being controlled;
Media Gateway Controller group message control module according to the customer group that the receives number mapping relations table with the user, is each customer group distribution call resources; The mapping relations table of seat and customer group number and CTI platform is set up in the login authentication request of receiving position, exports the CTI platform to; The receipt of call request message number is retrieved as the call resources of this customer group configuration according to the customer group of carrying, and the interior lines access code that carries according to call request message, exports call request message in the customer group number user corresponding to this interior lines access code.
10. system as claimed in claim 8 or 9 is characterized in that described CTI platform comprises: elemental user cluster management system, Intelligent Routing Center management system, interactive voice response and Virtual Call Center management system, wherein,
The elemental user cluster management system is used to user assignment customer group number, sets up customer group number and user's mapping relations table, exports queue machine to; When issuing call request message, carrying queue machine customer group information;
The Intelligent Routing Center management system is used for realizing the route of calling between distinct device in the CTI platform side;
Interactive voice response is used for realizing interactive voice;
The Virtual Call Center management system, be used for the call request message that receiving position sends, mapping relations table according to pre-stored seat and customer group number and CTI platform, obtain customer group corresponding to interior lines access code number, and customer group number is carried in the call request message, export queue machine to.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110299557.6A CN103037114B (en) | 2011-10-08 | A kind of method and system of calling interior wiring inserting numbers |
Applications Claiming Priority (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110299557.6A CN103037114B (en) | 2011-10-08 | A kind of method and system of calling interior wiring inserting numbers |
Publications (2)
| Publication Number | Publication Date |
|---|---|
| CN103037114A true CN103037114A (en) | 2013-04-10 |
| CN103037114B CN103037114B (en) | 2016-12-14 |
Family
ID=
Cited By (5)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104639774A (en) * | 2013-11-12 | 2015-05-20 | 中国移动通信集团江苏有限公司 | Queuing machine management method and device |
| CN105307130A (en) * | 2014-06-30 | 2016-02-03 | 中兴通讯股份有限公司 | Resource allocation method and resource allocation system |
| WO2018233056A1 (en) * | 2017-06-22 | 2018-12-27 | 平安科技（深圳）有限公司 | Customer identification automatic maintenance method, device and computer readable storage medium |
| CN110913082A (en) * | 2018-09-14 | 2020-03-24 | 中国电信股份有限公司 | Call center and cloud resource multi-tenant management method, device and system thereof |
| CN112929346A (en) * | 2019-03-27 | 2021-06-08 | 苏州工业园区服务外包职业学院 | Method and system for configuring number list by intelligent access gateway |
Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101079933A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Virtual call center system and virtual call method |
| CN101179631A (en) * | 2007-11-23 | 2008-05-14 | 曾庆义 | Call centre remote access method, system and remote machine |
| CN101197881A (en) * | 2006-12-05 | 2008-06-11 | 中兴通讯股份有限公司 | Wide area central control call centre system |
| CN101267475A (en) * | 2008-03-28 | 2008-09-17 | 华为技术有限公司 | A realization method, application server and system for company telephone exchange access |
Patent Citations (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN101197881A (en) * | 2006-12-05 | 2008-06-11 | 中兴通讯股份有限公司 | Wide area central control call centre system |
| CN101079933A (en) * | 2007-06-26 | 2007-11-28 | 中兴通讯股份有限公司 | Virtual call center system and virtual call method |
| CN101179631A (en) * | 2007-11-23 | 2008-05-14 | 曾庆义 | Call centre remote access method, system and remote machine |
| CN101267475A (en) * | 2008-03-28 | 2008-09-17 | 华为技术有限公司 | A realization method, application server and system for company telephone exchange access |
Cited By (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104639774A (en) * | 2013-11-12 | 2015-05-20 | 中国移动通信集团江苏有限公司 | Queuing machine management method and device |
| CN105307130A (en) * | 2014-06-30 | 2016-02-03 | 中兴通讯股份有限公司 | Resource allocation method and resource allocation system |
| WO2018233056A1 (en) * | 2017-06-22 | 2018-12-27 | 平安科技（深圳）有限公司 | Customer identification automatic maintenance method, device and computer readable storage medium |
| CN110913082A (en) * | 2018-09-14 | 2020-03-24 | 中国电信股份有限公司 | Call center and cloud resource multi-tenant management method, device and system thereof |
| CN110913082B (en) * | 2018-09-14 | 2021-02-19 | 中国电信股份有限公司 | Call center and cloud resource multi-tenant management method, device and system thereof |
| CN112929346A (en) * | 2019-03-27 | 2021-06-08 | 苏州工业园区服务外包职业学院 | Method and system for configuring number list by intelligent access gateway |
Similar Documents
| Publication | Publication Date | Title |
|---|---|---|
| US7206401B2 (en) | Remote PBX system and advanced communication terminals | |
| KR100518071B1 (en) | Method and device for call center operation | |
| CN101076059B (en) | Customer service system and method based on instant telecommunication | |
| JP2001517382A (en) | Coordinating communication method and system for telecommuter | |
| KR100690762B1 (en) | A telephone call method and system for using many number in mobile communication station | |
| CN103402032A (en) | Call seat multi-skill distribution system and distribution method based on cloud computing | |
| WO2008138241A1 (en) | A customer service server, method and system based on the instant messaging | |
| CN101631171A (en) | Call center system and artificial service realizing method thereof | |
| US20080253548A1 (en) | Systems and Methods for Facilitating Teleconferencing without Pre-Reservation of Conference Resources | |
| WO2010145148A1 (en) | Call center system and call service implementation method thereof | |
| CN102106165A (en) | Communication system and communication method | |
| CN101262523A (en) | A call center and its implementation method | |
| CN107959761A (en) | Transmitting-receiving dual link implementation method and device based on FreeSWITCH | |
| CN101237493B (en) | Manual call processing method and manual dispatching video call system | |
| US6829335B2 (en) | Call handling for multiple users of an automated attendant | |
| CN104125272B (en) | A kind of system and method that company telephone exchange is realized based on cloud computing | |
| CN103037114A (en) | Method and system for calling interior wiring inserting numbers | |
| CN211429378U (en) | Interconnection and intercommunication system for broadband cluster network and PSTN (public switched telephone network) | |
| CN103037114B (en) | A kind of method and system of calling interior wiring inserting numbers | |
| US7933398B1 (en) | System and method for call bridging in a call center using a virtual private network | |
| CN104639774A (en) | Queuing machine management method and device | |
| US7924994B2 (en) | Method of operating and configuring a telecommunication system; dispatcher software for identifying a client therein and telecommunication apparatus containing same | |
| CN102740168A (en) | Method and system for realizing call, office system and enterprise switchboard system | |
| CN105391877A (en) | Method, device and platform for dynamically distributing outgoing and incoming numbers of virtual small switcher | |
| US7184536B2 (en) | Intelligent forwarded telephone call handling with a call answering system |
Legal Events
| Date | Code | Title | Description |
|---|---|---|---|
| C06 | Publication | ||
| PB01 | Publication | ||
| C10 | Entry into substantive examination | ||
| SE01 | Entry into force of request for substantive examination | ||
| C14 | Grant of patent or utility model | ||
| GR01 | Patent grant |