CN103067620A - Method and device of realizing customer services - Google Patents
Method and device of realizing customer services Download PDFInfo
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- CN103067620A CN103067620A CN2011103237354A CN201110323735A CN103067620A CN 103067620 A CN103067620 A CN 103067620A CN 2011103237354 A CN2011103237354 A CN 2011103237354A CN 201110323735 A CN201110323735 A CN 201110323735A CN 103067620 A CN103067620 A CN 103067620A
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/42—Systems providing special services or facilities to subscribers
- H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
- H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
- H04M3/5125—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with remote located operators
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Abstract
The invention discloses a method and a device of realizing customer services. The method includes receiving calls to designated access numbers from a terminal, prompting the terminal to input certification information, certifying the terminal according to the certification information input by the terminal, setting register information of the terminal after the terminal is certified to be legal, assigning a virtual seat for the terminal, and carrying out customer services according to the register information and the virtual seat. Due to the method and the device, when the calls to the designated access numbers from the terminal are received, the terminal is certified, the register information is set and the virtual seat is assigned to the terminal after the terminal is verified to be legal, the services are carried out according to the register information and the virtual seat, and therefore even if staff in a company are not in the company, the staff can also obtain the virtual seat and use the virtual seat as an actual seat to carry out the services. The method and the device solve the problem that office time, office places and resources are limited in a service system in related technologies.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of implementation method and device of customer service.
Background technology
(Call Center) is called again Customer Service Center in the call center, a kind of based on the computer communication integrated technology, the multiple function that takes full advantage of communication network and computer network is integrated, and with the integrated information service system that enterprise is connected as a single entity, be that the business agent of one group of seat or company concentrates and to carry out calling and process, send the special system that contacts with the user of calling out.The call center can provide the multiple business such as phone, fax, Email to the user, be mainly used to process user to enterprise's requirement, query, complaint, suggestion and inquiry etc., such as 10000 in the telecommunications industry, and 95555 in the financial circles etc.
At present, in most call center, the traffic assistant director can only be at Administrative Area by special seat terminal software access internal network, for the user provides service.Along with expanding economy, commercial competition is more fierce, the customer service theory of high-quality comes into one's own, but present customer service system is for medium-sized and small enterprises and individual business operator, cost is higher, and be subjected to the restriction of office hours, place and resource, can not provide service for the client whenever and wherever possible.
Problem for office hours, place and the resource-constrained of customer service system in the correlation technique not yet proposes effective solution at present.
Summary of the invention
For the restricted problem of office hours and place of customer service system in the correlation technique, the invention provides a kind of implementation method and device of customer service, to address the above problem at least.
According to an aspect of the present invention, provide a kind of implementation method of customer service, having comprised: receiving terminal is to specifying the calling of access code; Prompt terminal input authentication information; Authentication information according to the terminal input authenticates terminal; After the authentication terminal is legal, the log-on message of terminal is set; Be the virtual seat of terminal distribution; Carry out customer service according to log-on message and virtual seat.
Preferably, the authentication information of inputting according to terminal authenticates terminal and comprises: job number and the authentication password of receiving terminal input; Authentication job number and authentication password all correctly after, determine that terminal is legal.
Preferably, log-on message comprises: the job number of terminal and the number mark of terminal, number mark is by specifying access code and termination number to form.
Preferably, also comprise for after the virtual seat of terminal distribution: virtual seat is set is in idle condition.
Carrying out customer service according to log-on message and virtual seat comprises: when carrying out user's customer service, select to be in the virtual seat of idle condition, the state of virtual seat is set to lock-out state; According to the termination number calling terminal in the log-on message, after the calling terminal success, with terminal and user's accessing conference call model, carry out customer service.
Preferably, carry out customer service and comprise: the button that sends according to terminal is determined the control wish of terminal, carries out Service control according to the control wish, and will control the result and feed back to terminal by playback modes.
Preferably, customer service comprises one of following at least: transfer service, call hold service, consultation service and teleconferencing service.
Preferably, receive the on-hook request of terminal after, discharge the media resource that terminal connects, and check out virtual seat.
According to a further aspect in the invention, provide a kind of implement device of customer service, having comprised: called out receiver module, be used for receiving terminal to specifying the calling of access code; Reminding module is used for prompt terminal input authentication information; Authentication module is used for according to the authentication information of terminal input terminal being authenticated; Log-on message arranges module, be used for authentication module authentication terminal legal after, the log-on message of described terminal is set; The seat distribution module after being used for log-on message and module being set log-on message is set, is the virtual seat of terminal distribution; Business execution module is used for the log-on message of module setting being set and the virtual seat of seat module assigns carries out customer service according to log-on message.
Preferably, authentication module comprises: the authentication information receiving element is used for job number and authentication password that receiving terminal is inputted; Authentication ' unit, be used for authentication job number and authentication password all correctly after, determine that terminal is legal.
Preferably, log-on message arranges module and comprises: the log-on message setting unit is the job number of terminal and the number mark of terminal for the log-on message that terminal is set, and wherein, number mark is by specifying access code and termination number to form.
This device also comprises: agents state arranges module, is used for the seat distribution module and is virtual seat being set being in idle condition after the virtual seat of terminal distribution.
Business execution module comprises: the seat selected cell is used for selecting to be in the virtual seat of idle condition when carrying out user's customer service; The agents state setting unit, the state that is used for the virtual seat of seat selected cell selection is set to lock-out state; Calling unit is used for the termination number calling terminal according to log-on message; Professional performance element after the success of calling unit calling terminal, with terminal and user's accessing conference call model, is carried out customer service.
Preferably, professional performance element comprises: button receives subelement, is used for determining according to the button that terminal sends the control wish of terminal; The Service control subelement is used for carrying out Service control according to the control wish; The feedback subelement is used for the control result of Service control subelement is fed back to terminal by playback modes.
By the present invention, after receiving the calling of terminal to the appointment access code, this terminal is authenticated, authenticating this terminal arranges its log-on message after legal and distributes virtual seat for it, carry out customer service according to this log-on message and virtual seat, even the employee of enterprises is not in enterprise like this, for example be in, can obtain virtual seat by this mode, this virtual seat is used as actual seat, and then carry out customer service, solved the office hours of customer service system in the correlation technique, the problem of place and resource-constrained has reached the purpose that service can be provided for the client whenever and wherever possible.
Description of drawings
Accompanying drawing described herein is used to provide a further understanding of the present invention, consists of the application's a part, and illustrative examples of the present invention and explanation thereof are used for explaining the present invention, do not consist of improper restriction of the present invention.In the accompanying drawings:
Fig. 1 is the flow chart according to the implementation method of the customer service of the embodiment of the invention;
Fig. 2 is the structured flowchart according to the implement device of the customer service of the embodiment of the invention;
Fig. 3 is the concrete structure block diagram of the implement device of according to the preferred embodiment of the invention customer service;
Fig. 4 is another concrete structure block diagram of the implement device of according to the preferred embodiment of the invention customer service;
Fig. 5 is according to the schematic diagram of the call center system of the embodiment of the invention;
Fig. 6 is the method flow diagram that arrives Call Center Platform according to the endpoint registration of the embodiment of the invention;
Fig. 7 sets up the method flow diagram of conversation according to user's incoming call of the embodiment of the invention and terminal;
Fig. 8 is the method flow diagram that the user in the current talking is transferred to other users according to the terminal of the embodiment of the invention;
Fig. 9 is the method flow diagram that withdraws from the seat function according to terminal behind the user of the embodiment of the invention and the terminal call.
Embodiment
Hereinafter also describe in conjunction with the embodiments the present invention in detail with reference to accompanying drawing.Need to prove, in the situation that do not conflict, embodiment and the feature among the embodiment among the application can make up mutually.
Terminal in the embodiment of the invention can be plain old telephone, such as fixed line or mobile phone etc.In order to reach the purpose that service can be provided for the client whenever and wherever possible, the embodiment of the invention provides a kind of implementation method and device of customer service.Be elaborated below by embodiment.
The present embodiment provides a kind of implementation method of customer service, as shown in Figure 1 be flow chart according to the implementation method of the customer service of the embodiment of the invention, the method can realize at the calling center apparatus of network side, the present embodiment is with in Call Center Platform (for example, customer service module on the calling center apparatus) be embodied as example and describe, the method may further comprise the steps (step S102-step S112):
Step S102, the Call Center Platform receiving terminal is to specifying the calling of access code.
The present embodiment adopts the mode of specifying access code to distinguish the user identity of current calling, and for example, calling out and specifying the user of access code is the enterprises employee, and the calling of calling out common access code is domestic consumer.The setting that this specifies access code is conducive to the standardization of customer service system, is conducive to employee's operation.The employee only need call out this and specify access code, just can be linked into the Softswitch of Call Center Platform, and Softswitch is used for number analysis, points to different target devices according to the match condition of number.
Step S104, Call Center Platform is pointed out this terminal input authentication information.For example, Call Center Platform can be put prompt tone to terminal, and prompt terminal is inputted the authentication informations such as job number, authentication password, and records simultaneously the button number of terminal, with the authentication information of these number informations as terminal.
Step S106, Call Center Platform authenticates terminal according to the authentication information of above-mentioned terminal input.
Call Center Platform authenticates the authentication information of terminal input, thereby judge the identity of this terminal user, improved the fail safe of customer service system, if terminal user be not above-mentioned small business inside need to be the employee of customer service, just there are not the information such as correct job number and authentication password, the customer service system that yet just can't enter this enterprise.
Step S108, Call Center Platform authenticate above-mentioned terminal legal after, the log-on message of this terminal is set.
Step S110, Call Center Platform is the virtual seat of this terminal distribution.
Virtual seat in the present embodiment can carry out the customer service the same with actual seat, such as transfer service, call hold service, consultation service and teleconferencing service etc.
Step S112, Call Center Platform is carried out customer service according to above-mentioned log-on message and virtual seat.
In the present embodiment, Call Center Platform is after receiving the calling of terminal to the appointment access code, this terminal is authenticated, authenticating this terminal arranges its log-on message after legal and distributes virtual seat for it, carry out customer service according to this log-on message and virtual seat, even the employee of enterprises is not in enterprise like this, for example be in, can obtain virtual seat by this mode, this virtual seat is used as actual seat, and then carry out customer service, solved the office hours of customer service system in the correlation technique, the problem of place and resource-constrained has reached the purpose that service can be provided for the client whenever and wherever possible.
The method of Call Center Platform prompt terminal input authentication information can be that terminal is put prompt tone, also can be to send SMS message or mail to terminal, and prompt terminal authentication information, this authentication information can be job number and the authentication passwords of terminal.Based on this, above-mentioned Call Center Platform authenticates and can comprise terminal according to the authentication information of terminal input: job number and the authentication password of receiving terminal input; Authentication job number and authentication password all correctly after, determine that terminal is legal.This authentication mode can be judged the identity of this terminal user, has improved the fail safe of customer service system.Certain above-mentioned authentication information also can adopt out of Memory, such as user name and user cipher etc.
After Call Center Platform authentication terminal is legal, Call Center Platform will arrange the log-on message of terminal, log-on message in the present embodiment can comprise: the job number of terminal input and the number mark of terminal, above-mentioned number mark is by specifying access code and termination number to form.The purpose of registration terminal number is behind user's access calling central platform, and Call Center Platform is searched the corresponding terminal that customer service can be provided according to this termination number.Particularly, Call Center Platform is after the virtual seat of terminal distribution, virtual seat is set is in idle condition.When carrying out user's customer service, Call Center Platform selects to be in the virtual seat of idle condition, and the state of virtual seat is set to lock-out state.Call out above-mentioned terminal according to the termination number in the log-on message, call out the success of this terminal after, with this terminal and user's accessing conference call model, carry out customer service.Said process makes operating process more perfect, increases work efficiency.
It is one of following that the performed customer service of the present embodiment comprises at least: transfer service, call hold service, consultation service and teleconferencing service etc.In the process of carrying out customer service, the call center will carry out according to the instruction that above-mentioned terminal sends, for example: the button that Call Center Platform sends according to terminal is determined the control wish of terminal, carry out Service control according to this control wish, and will control the result and feed back to terminal by playback modes, this professional executive mode does not need terminal is changed, enterprise staff can be realized handling official business flexibly by ordinary terminal, the button that Call Center Platform sends according to terminal can be realized the relevant control of network side, finish customer service, as seen, this mode has been expanded the function of original call center, strengthened the range of application of system, for providing quality services that guarantee is provided to the client.
Want to stop customer service in terminal, when reverting to private telephone, terminal sends the on-hook request to Call Center Platform, after Call Center Platform receives the on-hook request of terminal, discharges the media resource that terminal connects, and checks out virtual seat.The method has been finished the conversion of terminal from virtual seat function to the private telephone function, endpoint registration is after Call Center Platform, be in engaged condition, serve as the seat function fully, hanging up terminal backed off after random Call Center Platform, use as private telephone fully, private telephone is separated with the seat function, do not interfere with each other.This mode has enlarged the scope of application of terminal, makes operation more convenient.
Corresponding to said method, the present embodiment also provides a kind of implement device of customer service, and this device is used for the implementation method of the customer service of realization above-described embodiment.Fig. 2 is the structured flowchart according to the implement device of the customer service of the present embodiment, this device can be arranged on the calling center apparatus, as shown in Figure 2, this device comprises: calling receiver module 20, reminding module 22, authentication module 24, log-on message arrange module 26, seat distribution module 28 and business execution module 30.The below describes this structure.
Call out receiver module 20, be used for receiving terminal to specifying the calling of access code;
Log-on message arranges module 26, is connected to authentication module 24, be used for the above-mentioned terminal of authentication module 24 authentications legal after, the log-on message of this terminal is set;
Business execution module 30 is connected to log-on message module 26 and seat distribution module 28 is set, and is used for according to log-on message the virtual seat that log-on message that module 26 arranges and seat distribution module 28 distribute being set and carries out customer service.
Pass through said apparatus, after calling receiver module 20 receives the calling of terminal to the appointment access code, reminding module 22 prompt terminal input authentication information, after the authentication information authentication of 24 pairs of terminal inputs of authentication module is legal, business execution module 30 according to log-on message the log-on message of module 26 settings is set and the virtual seat of seat distribution module 28 distribution carries out customer service, even the employee of enterprises is not in enterprise like this, for example be in, can obtain virtual seat by this mode, this virtual seat is used as actual seat, and then carry out customer service, solved the office hours of customer service system in the correlation technique, the problem of place and resource-constrained has reached the purpose that service can be provided for the client whenever and wherever possible.
Fig. 3 is the concrete structure block diagram of the implement device of according to the preferred embodiment of the invention customer service, the modules of this device in comprising above-mentioned Fig. 2, authentication module 24 comprises: authentication information receiving element 242 is used for job number and authentication password that receiving terminal is inputted; Authentication ' unit 244 is connected to authentication information receiving element 242, be used for authentication job number and authentication password all correctly after, determine that terminal is legal.Log-on message arranges module 26 and comprises: log-on message setting unit 262 is the job number of terminal and the number mark of terminal for the log-on message that terminal is set, and wherein, number mark is by specifying access code and termination number to form.
Fig. 4 is another concrete structure block diagram of the implement device of according to the preferred embodiment of the invention customer service, as shown in Figure 4 the modules in comprising above-mentioned Fig. 3, this device comprises that also agents state arranges module 32, be connected to seat distribution module 28, be used for seat distribution module 28 and be virtual seat being set being in idle condition after the virtual seat of terminal distribution.Business execution module 30 comprises: seat selected cell 302 is used for selecting to be in the virtual seat of idle condition when carrying out user's customer service; Agents state setting unit 304 is connected to seat selected cell 302, and the state that is used for the virtual seat of seat selected cell 302 selections is set to lock-out state; Calling unit 306 is connected to agents state setting unit 304, is used for calling out this terminal according to the termination number of log-on message; Professional performance element 308 is connected to calling unit 306, after being used for calling unit and calling out this terminal success, with this terminal and user's accessing conference call model, carries out customer service.
Because the keypress function of terminal is limited, therefore can define different button numbers as different function commands, in order to realize different customer service functions, for example can establish set and represent switching, " 2 " represent that maintenance is waited for.Based on this, the professional performance element 308 in the said apparatus also comprises: receive subelement, be used for determining according to the button that terminal sends the control wish of terminal; The Service control subelement is connected to button and receives subelement, is used for carrying out Service control according to the control wish; The feedback subelement is connected to the Service control subelement, is used for the control result of Service control subelement is fed back to terminal by playback modes.Can be playback with the control result feedback to the mode of terminal or send SMS message, mail etc., but consider ageingly and convenient and swift, the preferred playback modes of the present embodiment is illustrated.
It is one of following that the customer service that professional performance element 308 is carried out comprises at least: transfer service, call hold service, consultation service and teleconferencing service, improved the customer service function of terminal.
Want to stop customer service in terminal, when reverting to private telephone, terminal sends the on-hook request to calling center apparatus, based on this demand, the implement device of above-mentioned customer service can also comprise: the resource release module, after the on-hook request that receives terminal, discharge the media resource that this terminal connects, and check out above-mentioned virtual seat.This mode has been finished the conversion of terminal from virtual seat function to the private telephone function, has enlarged the scope of application of terminal, makes operation more convenient.
Be elaborated below in conjunction with the implementation procedure of preferred embodiments and drawings to above-described embodiment.
The present embodiment provides a kind of call center system, call center system schematic diagram as shown in Figure 5, this system comprises: user network, Softswitch, Call Center Platform, and at " terminal access control system " (Terminal Control System of this Call Center Platform increase, be called for short TCS), the access authentication that is used for terminal is controlled with calling.
Above-mentioned terminal access control system is comprised of four modules: terminal control module, access authentication module, virtual position administration management and resource module.Wherein, the modules function is as follows:
The terminal control module is kernel control module, is used for the common telephone terminal access, and various calling control;
The access authentication module is used for the legitimacy of terminal is carried out verification;
Virtual position administration management is virtual to common telephone terminal, is convenient to integrated control and management;
Resource module, for calling provides voice resource, the playback control that collects the digits.
Calling receiver module 20 in above-described embodiment and the function of business execution module 30 can all or part ofly be arranged in this terminal control module, above-mentioned authentication module 24 is equivalent to partial function or repertoire that above-mentioned access authentication module log-on message arranges module 26 and seat distribution module 28 and can be arranged in the above-mentioned virtual position administration management, and the function of the business execution module 30 in above-described embodiment can all or part ofly be arranged in the resource module.
Above-mentioned terminal access control system is encapsulated into a common seat with terminal (such as plain old telephone etc.), thereby has avoided the transformation to existing Call Center Platform.This Softswitch and Call Center Platform can be the devices on the existing call central apparatus, and terminal access control system and Call Center Platform can share a Softswitch, connected mode as shown in Figure 5.
Based on system shown in Figure 5, the present embodiment also provides the method for endpoint registration to Call Center Platform, and endpoint registration as shown in Figure 6 is to the method flow diagram of Call Center Platform, and the method comprises the steps (step S602-step S628):
Step S602, the specific access code of terminal call supposes it is 4321, by the Softswitch of user network access calling central platform.Above-mentioned Softswitch is used for number analysis, points to different target devices according to the match condition of number.
Step S604-step S606, Softswitch points to different target devices according to the match condition of number, here suppose that Softswitch has been configured number 4321 and has pointed to the terminal control module, thereby call out the terminal control module, the terminal control module is the terminal distribution media resource.
Step S608, playback collects the digits terminal control module controls resource module to terminal, and terminal is by authentication informations such as specified button form input job number, passwords.
Playback collects the digits and refers to that the terminal of access calling is put the prompt tone prompting inputs the authentication informations such as job number, password, and while receiving terminal button number.Terminal is set up Media Stream with media and is connected like this, and terminal is heard following prompt tone: welcome the access calling center, and please the key-press input job number, password.
Step S610-step S612, resource module collect the digits finish after, the information that will collect the digits is issued the terminal control module, the terminal control module sends to authentication module request authentication (or being called verification) with job number, the password of receiving.If authentication success, execution in step S614, if authentification failure, execution in step S626.
Step S614, the terminal control module sends to Call Center Platform with information such as job number, telephone numbers and carries out information registering.
Step S616, virtual position administration management are virtual seat of this terminal distribution.
Step S618, virtual position administration management uses seat job number and termination number to sign in to Call Center Platform, here termination number is the access code of the true number interpolation terminal control module of terminal, suppose that true number is 13812345678, access code is 4321, and then termination number is 432113812345678.
Step S620, the terminal control module is judged the login result, if login successfully, execution in step S622, if login failure, execution in step S628.
Step S622, the Lookup protocol terminal is idle condition to virtual position administration management (be equivalent to above-mentioned agents state herein module is set), so that seat is chosen in user's calling, will login the result and return to the terminal control module.
Step S624, terminal is linked into the Call Center Platform success, and the terminal control module sends new playback instruction to resource module, and prompt terminal accesses successfully, waits for user's calling.
Step S626, resource module is put the prompt tone notification terminal and is re-entered, if repeatedly input wrong then execution in step S628.
Step S628, the terminal control module discharges the calling of terminal.
The terminal access control system is by the control command of the mode receiving terminal of receiving terminal button, by putting the mode notification terminal control result of prompt tone.Concrete methods of realizing is, terminal accesses terminal behind the access control system, and Media Stream links to each other with resource module all the time, thereby can the button of terminal be collected the digits at any time; Resource module sends to the terminal control module with the number of receiving, the terminal control module is judged the calling control intention of terminal according to the specific key-press input of terminal, send instruction to virtual position administration management; After virtual position administration management is received instruction, as true seat, carry out call operation.Virtual position administration management will be called out the control result and return to the terminal control module, and the terminal control module is notified to terminal by the mode of control resource module playback.
In the above-described embodiments, Call Center Platform is after the calling that receives terminal, this terminal is authenticated, authenticating this terminal arranges its log-on message after legal and distributes virtual seat for it, carry out customer service according to this log-on message and virtual seat, like this, terminal can be carried out the customer service the same with actual seat, and the employee of enterprises can provide service for the client whenever and wherever possible.
In addition, based on the process described in Fig. 6, after the terminal access control system, terminal enters the role of seat at endpoint registration, calling that can listening user.Fig. 7 is the method flow diagram that according to the preferred embodiment of the invention user's incoming call and terminal are set up conversation, and as shown in Figure 7, the method comprises the steps (step S702-step S718):
Step S702-step S704, the user calls out the access code of Call Center Platform, supposes it is 4000, and Softswitch is assigned to Call Center Platform with it, and the user hears professional voice.
It is artificial that step S706, user key-press select to turn, and Softswitch sends to Call Center Platform and turns manual request.
Step S708, Call Center Platform is selected idle seat, suppose virtual seat corresponding to terminal of choosing in above-described embodiment, Call Center Platform is with this seat locking simultaneously, be that the agents state transition are selected state (or being called lock-out state), also choose this seat in order to avoid other users call out.
Step S710-step S712, Call Center Platform is called out this seat number 432113812345678, and Call Center Platform is called out Softswitch, and Softswitch points to the terminal control module according to the left coupling of access code.
Step S714-step S716, the terminal control module is removed self access code 4321, obtains true number 13812345678, searches internal memory and finds that this number is termination number to be talked about, and stops the state playback by the control resource module; Simultaneously, the calling of original terminal and media resource is switched to Conference Calling, the user is joined in this meeting.
Step S718, virtual position administration management receive the status change message of Call Center Platform, and agents state becomes talking state.
User in above-described embodiment, terminal, media resource form conference call, and the completing user incoming call is set up the process of conversation with terminal, and the purpose of reservation media resource is the button that resource module still can receiving terminal in the communication process.Like this, can define different button number combination is used as different function commands and realizes calling out control, terminal can be finished the all-calls control functions such as the maintenance, consulting, switching, meeting of general general seat software, and such as " 1 " expression switching, " 2 " expression keeps waiting for.Fig. 8 is the method flow diagram that the user in the current talking is transferred to other users according to the terminal of the embodiment of the invention, and as shown in Figure 8, the method comprises the steps (step S802-step S818):
Step S802 supposes that the terminal push number is " * 1*13312345678# ", and resource module begins record from receiving " * ", to receive " # " as buttoning to end sign, sends the terminal control module to;
Step S804, the number series of the above-mentioned reception of terminal control module parses, 1 expression switching, the number of back represents the purpose telephone number, and namely analysis result is that active user 1 is transferred to other users 2, and user's 2 numbers are " 13312345678 ".This analysis result is issued virtual position administration management by message;
Step S806 after virtual position administration management is received message, initiates the forwarded user request to Call Center Platform as common seat; Virtual seat corresponding to terminal can and be deposited with common seat, can set as required preference policy.
Step S808-step S810 after Call Center Platform receives request, to Softswitch calling party 2, connects user 1 and user 2, discharges this virtual seat;
Step S812, virtual seat will discharge the result and return to the terminal control module;
Step S814-step S816, the calling of terminal control module releasing user returns to state when succeeding in registration among Fig. 5 with terminal and media resource, namely recovers terminal and media resource both sides conversation, recovers playback;
Step S818, virtual agents state becomes the free time, waits for next user's incoming call;
Similarly, it is mutual that the playback by terminal and resource module collects the digits, can realize other such as all-calls control functions such as maintenance, consulting, meetings, just repeat no more here.
On the basis of above-described embodiment, terminal can continue to wait at this moment next user's incoming call, also can withdraw from the seat function by on-hook key, Fig. 9 is the method flow diagram that withdraws from the seat function according to terminal behind the user of the embodiment of the invention and the terminal call, as shown in Figure 9, the method comprises the steps (step S902-step S912):
Step S902-step S904, the terminal request on-hook, this on-hook request sends to the terminal control module by Softswitch;
Step S906-step S908, terminal control module judgement terminal is hung up the telephone, and sends to discharge virtual seat message to virtual position administration management; And discharge the media resource be attached thereto;
Step S910, virtual position administration management checks out request to the Call Center Platform sending position;
Step S912, Call Center Platform calls out the user to release after receiving request automatically, checks out this virtual seat;
Like this, virtual seat checks out, and user's incoming call just can not called out this terminal, and terminal reverts to the private telephone function.
The method that adopts the present embodiment to provide, wish to have in small business in the situation of Customer Service Center of oneself, enterprise can apply for specific access code to call center management department, call center management department distributes to access code for it, the employee of enterprises just can use private telephone to dial this access code like this, in order to be linked into Call Center Platform, as the operator, various call service are provided to the user, this mode is not subjected to the restriction of time, resource and region, therefore has good application prospect.
As can be seen from the above description, above embodiment can realize using all agent call functions such as common telephone terminal completing user incoming call, exhalation user, consulting, switching, on framework, this mode can increase the terminal access control system at the existing call central platform and realize, be convenient to implement, and cost is low; In addition, the private telephone in the aforesaid way is separated with the seat function, does not interfere with each other; Simultaneously, aforesaid way can not be subjected to the restriction of time, resource and region, provides service for the client whenever and wherever possible.
Obviously, those skilled in the art should be understood that, above-mentioned each module of the present invention or each step can realize with general calculation element, they can concentrate on the single calculation element, perhaps be distributed on the network that a plurality of calculation elements form, alternatively, they can be realized with the executable program code of calculation element, thereby, they can be stored in the storage device and be carried out by calculation element, and in some cases, can carry out step shown or that describe with the order that is different from herein, perhaps they are made into respectively each integrated circuit modules, perhaps a plurality of modules in them or step are made into the single integrated circuit module and realize.Like this, the present invention is not restricted to any specific hardware and software combination.
The above is the preferred embodiments of the present invention only, is not limited to the present invention, and for a person skilled in the art, the present invention can have various modifications and variations.Within the spirit and principles in the present invention all, any modification of doing, be equal to replacement, improvement etc., all should be included within protection scope of the present invention.
Claims (11)
1. the implementation method of a customer service is characterized in that comprising:
Receiving terminal is to specifying the calling of access code;
Point out described terminal input authentication information;
Authentication information according to described terminal input authenticates described terminal;
Authenticate described terminal legal after, the log-on message of described terminal is set;
Be the virtual seat of described terminal distribution;
Carry out customer service according to described log-on message and described virtual seat.
2. method according to claim 1 is characterized in that, according to the authentication information of described terminal input described terminal is authenticated to comprise:
Receive job number and the authentication password of described terminal input;
Authenticate described job number and described authentication password all correct after, determine that described terminal is legal.
3. method according to claim 1 is characterized in that, described log-on message comprises: the job number of described terminal and the number mark of described terminal, described number mark is comprised of described appointment access code and described termination number.
4. method according to claim 3 is characterized in that,
After the virtual seat of described terminal distribution, described method also comprises: described virtual seat is set is in idle condition;
Carrying out customer service according to described log-on message and described virtual seat comprises: when carrying out user's customer service, select to be in the described virtual seat of idle condition, the state of described virtual seat is set to lock-out state; Call out described terminal according to the described termination number in the described log-on message, call out the success of described terminal after, with described terminal and described user's accessing conference call model, carry out described customer service.
5. method according to claim 4, it is characterized in that, carrying out described customer service comprises: the button that sends according to described terminal is determined the control wish of described terminal, carries out Service control according to described control wish, and will control the result and feed back to described terminal by playback modes.
6. each described method is characterized in that according to claim 1-5, and it is one of following that described customer service comprises at least: transfer service, call hold service, consultation service and teleconferencing service.
7. each described method is characterized in that according to claim 1-5, and described method also comprises:
After receiving the on-hook request of described terminal, discharge the media resource that described terminal connects, and check out described virtual seat.
8. the implement device of a customer service is characterized in that comprising:
Call out receiver module, be used for receiving terminal to specifying the calling of access code;
Reminding module is used for pointing out described terminal input authentication information;
Authentication module is used for according to the authentication information of described terminal input described terminal being authenticated;
Log-on message arranges module, be used for described authentication module authenticate described terminal legal after, the log-on message of described terminal is set;
The seat distribution module after being used for described log-on message and module being set described log-on message is set, is the virtual seat of described terminal distribution;
Business execution module is used for the described log-on message of module setting being set and the described virtual seat of described seat module assigns carries out customer service according to described log-on message.
9. device according to claim 8 is characterized in that, described authentication module comprises:
The authentication information receiving element is used for receiving job number and the authentication password that described terminal is inputted;
Authentication ' unit, be used for authenticating described job number and described authentication password all correctly after, determine that described terminal is legal.
10. device according to claim 8 is characterized in that,
Described log-on message arranges module and comprises: the log-on message setting unit, the log-on message that is used for arranging described terminal is the job number of described terminal and the number mark of described terminal, wherein, described number mark is comprised of described appointment access code and described termination number;
Described device also comprises: agents state arranges module, is used for described seat distribution module and is described virtual seat being set being in idle condition after the virtual seat of described terminal distribution;
Described business execution module comprises: the seat selected cell is used for selecting to be in the described virtual seat of idle condition when carrying out user's customer service; The agents state setting unit, the state that is used for the described virtual seat of described seat selected cell selection is set to lock-out state; Calling unit is used for calling out described terminal according to the described termination number of described log-on message; Professional performance element after being used for described calling unit and calling out described terminal success, with described terminal and described user's accessing conference call model, is carried out described customer service.
11. device according to claim 10 is characterized in that, described professional performance element comprises:
Button receives subelement, is used for determining according to the button that described terminal sends the control wish of described terminal;
The Service control subelement is used for carrying out Service control according to described control wish;
The feedback subelement is used for the control result of described Service control subelement is fed back to described terminal by playback modes.
Priority Applications (2)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201110323735.4A CN103067620B (en) | 2011-10-21 | 2011-10-21 | The implementation method and device of customer service |
| PCT/CN2012/078877 WO2013056580A1 (en) | 2011-10-21 | 2012-07-19 | Customer service implementation method and device |
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| Application Number | Priority Date | Filing Date | Title |
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| CN201110323735.4A CN103067620B (en) | 2011-10-21 | 2011-10-21 | The implementation method and device of customer service |
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| CN103067620A true CN103067620A (en) | 2013-04-24 |
| CN103067620B CN103067620B (en) | 2018-05-04 |
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| CN201110323735.4A Active CN103067620B (en) | 2011-10-21 | 2011-10-21 | The implementation method and device of customer service |
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| WO (1) | WO2013056580A1 (en) |
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Also Published As
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| WO2013056580A1 (en) | 2013-04-25 |
| CN103067620B (en) | 2018-05-04 |
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