CN103067620B - The implementation method and device of customer service - Google Patents
The implementation method and device of customer service Download PDFInfo
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- CN103067620B CN103067620B CN201110323735.4A CN201110323735A CN103067620B CN 103067620 B CN103067620 B CN 103067620B CN 201110323735 A CN201110323735 A CN 201110323735A CN 103067620 B CN103067620 B CN 103067620B
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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 the implementation method and device of a kind of customer service.Wherein, this method includes：Calling of the receiving terminal to specified access code；Prompt terminal input authentication information；Terminal is authenticated according to the authentication information that terminal inputs；After certification terminal is legal, the log-on message of terminal is set；For the virtual seat of terminal distribution；Customer service is carried out according to log-on message and virtual seat.Pass through the present invention, after receiving terminal-pair and specifying the calling of access code, the terminal is authenticated, its log-on message is set after the certification terminal is legal and distributes virtual seat for it, customer service is carried out according to the log-on message and virtual seat, so even if the employee of enterprises is not in enterprise, virtual seat can also be obtained, used using this virtual seat as actual seat, and then customer service is carried out, solve the problems, such as in correlation technique the office hours of customer service system, place and resource-constrained make.
Description
Technical field
The present invention relates to the communications field, in particular to the implementation method and device of a kind of customer service.
Background technology
(Call Center) is also known as Customer Service Center for call center, is that one kind is based on computer communication integrated technology,
Make full use of the multiple function of communication network and computer network to integrate, and with the integrated information service system that enterprise is connected as a single entity, be
The business agent of one group of seat or company concentrates and carries out calling processing, sends the special system that calling is contacted with user.
Call center can provide a user the multiple business such as phone, fax, Email, be mainly used to handle what user proposed enterprise
It is required that, query, complain, suggest and address inquires to etc., such as 10000 in telecommunications industry, 95555 etc. in financial circles.
At present, special seat terminal software can only be passed through in Administrative Area in most call center, traffic assistant director
Internal network is accessed, provides service to the user.With expanding economy, commercial competition is more fierce, good customer service reason
Thought is taken seriously, but current customer service system, for medium-sized and small enterprises and individual business operator, cost is higher, and
Limited by office hours, place and resource, it is impossible to be whenever and wherever possible offering customers service.
For office hours of customer service system in correlation technique, place and it is resource-constrained processed the problem of, at present not yet
It is proposed effective solution.
The content of the invention
For the office hours of customer service system in correlation technique and place restricted problem, the present invention provides one
The implementation method and device of kind customer service, at least to solve the above problems.
According to an aspect of the invention, there is provided a kind of implementation method of customer service, including：Receiving terminal is to specifying
The calling of access code；Prompt terminal input authentication information；Terminal is authenticated according to the authentication information that terminal inputs；Certification
After terminal is legal, the log-on message of terminal is set；For the virtual seat of terminal distribution；Visitor is carried out according to log-on message and virtual seat
Take business.
Preferably, the authentication information inputted according to terminal is authenticated including to terminal：Receiving terminal input job number with
Authentication password；After certification job number and authentication password are correct, determine that terminal is legal.
Preferably, log-on message includes：The job number of terminal and the number mark of terminal, number mark is by specifying access code
Formed with termination number.
Preferably, further included afterwards for the virtual seat of terminal distribution：Virtual seat is set to be in idle condition.
Carrying out customer service according to log-on message and virtual seat includes：When carrying out the customer service of user, at selection
In the virtual seat of idle condition, the state of virtual seat is arranged to lock-out state；Termination number in log-on message
Calling terminal, after calling terminal success, by terminal and user's accessing conference call model, performs customer service.
Preferably, performing customer service includes：The button sent according to terminal determines the control wish of terminal, according to control
Wish carries out Service control, and control result is fed back to terminal by playback modes.
Preferably, customer service includes at least one below：Transfer service, call hold service, consultation service and phone
Convention business.
Preferably, after the on-hook request for receiving terminal, the media resource of release terminal connection, and check out virtual seat.
According to another aspect of the present invention, there is provided a kind of realization device of customer service, including：Calling receiver module,
For calling of the receiving terminal to specified access code；Reminding module, for prompt terminal input authentication information；Authentication module,
Authentication information for being inputted according to terminal is authenticated terminal；Log-on message setup module, it is whole for authentication module certification
Hold it is legal after, the log-on message of the terminal is set；Seat distribution module, log-on message is set for log-on message setup module
Afterwards, it is the virtual seat of terminal distribution；Business execution module, for the log-on message and seat set according to log-on message setup module
The virtual seat of seat distribution module distribution carries out customer service.
Preferably, authentication module includes：Authentication information receiving unit, it is close for the job number of receiving terminal input and certification
Code；Authentication unit, for certification job number and authentication password it is correct after, determine that terminal is legal.
Preferably, log-on message setup module includes：Log-on message setting unit, the log-on message for setting terminal are
The job number of terminal and the number mark of terminal, wherein, number mark is by specifying access code and termination number to form.
The device further includes：Agents state setup module, for seat distribution module be the virtual seat of terminal distribution after,
Virtual seat is set to be in idle condition.
Business execution module includes：Seat selecting unit, for when carrying out the customer service of user, selection to be in the free time
The virtual seat of state；Agents state setting unit, the state of the virtual seat for seat selecting unit to be selected are arranged to
Lock-out state；Calling unit, for the termination number calling terminal in log-on message；Business execution unit, for calling
After the success of unit calling terminal, by terminal and user's accessing conference call model, customer service is performed.
Preferably, business execution unit includes：Button receiving subelement, the button for being sent according to terminal determine terminal
Control wish；Service control subelement, for carrying out Service control according to control wish；Subelement is fed back, for by business
The control result of control subelement feeds back to terminal by playback modes.
By the present invention, after receiving terminal-pair and specifying the calling of access code, which is authenticated, certification should
Its log-on message is set after terminal is legal and distributes virtual seat for it, customer service industry is carried out according to the log-on message and virtual seat
Business, even if the employee of such enterprises not in enterprise, such as is in, can obtain virtual seat, by this by this way
Virtual seat is used as actual seat, and then carries out customer service, solves the office of customer service system in correlation technique
Time, place and it is resource-constrained processed the problem of, achieveed the purpose that to be offering customers service whenever and wherever possible.
Brief description of the drawings
Attached drawing described herein is used for providing a further understanding of the present invention, forms the part of the application, this hair
Bright schematic description and description is used to explain the present invention, does not form inappropriate limitation of the present invention.In the accompanying drawings：
Fig. 1 is the flow chart of the implementation method of customer service according to embodiments of the present invention；
Fig. 2 is the structure diagram of the realization device of customer service according to embodiments of the present invention；
Fig. 3 is the concrete structure block diagram of the realization device of customer service according to the preferred embodiment of the invention；
Fig. 4 is another concrete structure block diagram of the realization device of customer service according to the preferred embodiment of the invention；
The schematic diagram of call center system according to embodiments of the present invention Fig. 5；
Fig. 6 is the method flow diagram of endpoint registration according to embodiments of the present invention to Call Center Platform；
Fig. 7 is the method flow diagram that call is established in user's incoming call according to embodiments of the present invention with terminal；
Fig. 8 is the method flow that the user in current talking is transferred to other users by terminal according to embodiments of the present invention
Figure；
Fig. 9 is the method flow diagram that terminal exits seat function after user according to embodiments of the present invention and terminal call.
Embodiment
Come that the present invention will be described in detail below with reference to attached drawing and in conjunction with the embodiments.It should be noted that do not conflicting
In the case of, the feature in embodiment and embodiment in the application can be mutually combined.
Terminal in the embodiment of the present invention can be plain old telephone, such as fixed line or mobile phone etc..Can be at any time in order to reach
It is the purpose of offering customers service everywhere, an embodiment of the present invention provides the implementation method and device of a kind of customer service.Below
It is described in detail by embodiment.
A kind of implementation method of customer service is present embodiments provided, it is as shown in Fig. 1 according to embodiments of the present invention
The flow chart of the implementation method of customer service, this method can realize on the calling center apparatus of network side, the present embodiment with
Heart platform (for example, customer service module on calling center apparatus) illustrates exemplified by realizing in a call, and this method includes following
Step (step S102- step S112)：
Step S102, calling of the Call Center Platform receiving terminal to specified access code.
The present embodiment distinguishes the user identity of active calls by the way of access code is specified, and is connect for example, calling is specified
The user for entering number is enterprises employee, and the calling for calling common access code is ordinary user.This specifies access code
Set, be conducive to the standardization of customer service system, be conducive to the operation of employee.Employee need to only call this and specify access code,
The Softswitch of Call Center Platform can be linked into, Softswitch is used for number analysis, according to the matching feelings of number
Condition is directed toward different target devices.
Step S104, Call Center Platform prompt the terminal input authentication information.For example, Call Center Platform can be to end
The authentication information such as prompt tone, prompt terminal input job number, authentication password is put at end, and records the button number of terminal at the same time, by this
A little authentication informations of the number information as terminal.
Step S106, Call Center Platform are authenticated terminal according to the authentication information that above-mentioned terminal inputs.
The authentication information that Call Center Platform inputs terminal is authenticated, so that judge the identity of the terminal user,
The security of customer service system is improved, if terminal user is not to be needed inside above-mentioned small business for customer service
Employee, just without the information such as correct job number and authentication password, also cannot propagate into the customer service system of the enterprise.
Step S108, after the above-mentioned terminal of Call Center Platform certification is legal, sets the log-on message of the terminal.
Step S110, Call Center Platform are the virtual seat of the terminal distribution.
Virtual seat in the present embodiment can carry out the customer service as actual seat, for example transfer service, exhale
It is the business of holding, consultation service and teleconferencing service etc..
Step S112, Call Center Platform carry out customer service according to above-mentioned log-on message and virtual seat.
In the present embodiment, Call Center Platform is after receiving terminal-pair and specifying the calling of access code, to the terminal
It is authenticated, its log-on message is set after the certification terminal is legal and distributes virtual seat for it, according to the log-on message and void
Intend seat and carry out customer service, even if the employee of such enterprises not in enterprise, such as is in, can obtain by this way
Virtual seat is obtained, is used using this virtual seat as actual seat, and then carries out customer service, solves customer service in correlation technique
Office hours of business system, place and it is resource-constrained processed the problem of, it is whenever and wherever possible offering customers service to have reached
Purpose.
The method of Call Center Platform prompt terminal input authentication information can be terminal is put prompt tone or to
It can be the job number and authentication password of terminal that terminal, which sends short message or mail, prompt terminal authentication information, the authentication information,.
Based on this, above-mentioned Call Center Platform is authenticated including according to the authentication information that terminal inputs to terminal：Receiving terminal
The job number and authentication password of input；After certification job number and authentication password are correct, determine that terminal is legal.This authentication mode can be with
Judge the identity of the terminal user, improve the security of customer service system.Certain above-mentioned authentication information can also use
Other information, such as user name and user cipher etc..
After Call Center Platform certification terminal is legal, Call Center Platform will set the log-on message of terminal, the present embodiment
In log-on message can include：The job number of terminal input and the number mark of terminal, above-mentioned number mark is by specifying Number for access
Code and termination number composition.The purpose of registration terminal number is the Call Center Platform root after user's access calling central platform
Termination number searches the corresponding terminal that can provide customer service accordingly.Specifically, Call Center Platform is empty for terminal distribution
After intending seat, virtual seat is set to be in idle condition.When carrying out the customer service of user, at Call Center Platform selection
In the virtual seat of idle condition, the state of virtual seat is arranged to lock-out state.Termination number in log-on message
Above-mentioned terminal is called, after calling terminal success, by the terminal and user's accessing conference call model, performs customer service.On
The process of stating makes operating process more perfect, improves work efficiency.
Customer service performed by the present embodiment includes at least one below：Transfer service, call hold service, consulting industry
Business and teleconferencing service etc..During customer service is performed, call center by according to the instruction that above-mentioned terminal is sent into
OK, such as：Call Center Platform determines the control wish of terminal according to the button that terminal is sent, according to the control wish into industry
Business control, and control result is fed back into terminal by playback modes, this business executive mode need not change terminal
Dynamic, flexible office, the button that Call Center Platform is sent according to terminal can be achieved by ordinary terminal for enterprise staff
Realize the relevant control of network side, complete customer service, it is seen then which extends the function of original call center, enhances
Systematic difference scope, guarantee is provided to provide quality services to client.
Want to stop customer service in terminal, when reverting to private telephone, terminal sends on-hook to Call Center Platform please
Ask, after Call Center Platform receives the on-hook request of terminal, the media resource of release terminal connection, and check out virtual seat.
The method completes conversion of the terminal from virtual seat function to private telephone function, after endpoint registration to Call Center Platform,
In engaged condition, seat function is served as completely, hanging up terminal backed off after random Call Center Platform, makes entirely as private telephone
With making private telephone be separated with seat function, not interfereing with each other.Which expands the scope of application of terminal, makes operation more convenient.
Corresponding to the above method, the present embodiment additionally provides a kind of realization device of customer service, which is used for realization
The implementation method of customer service in above-described embodiment.Fig. 2 is the structure according to the realization device of the customer service of the present embodiment
Block diagram, the device can be arranged on calling center apparatus, as shown in Fig. 2, the device includes：Calling receiver module 20, prompting
Module 22, authentication module 24, log-on message setup module 26, seat distribution module 28 and business execution module 30.Below to this
Structure illustrates.
Calling receiver module 20, for calling of the receiving terminal to specified access code；
Reminding module 22, is connected to calling receiver module 20, for prompt terminal input authentication information；
Authentication module 24, is connected to reminding module 22, and the authentication information for being inputted according to terminal is authenticated terminal；
Log-on message setup module 26, is connected to authentication module 24, for the above-mentioned terminal of 24 certification of authentication module it is legal after,
The log-on message of the terminal is set；
Seat distribution module 28, is connected to log-on message setup module 26, is set for log-on message setup module 26
It is the virtual seat of terminal distribution after stating log-on message；
Business execution module 30, is connected to log-on message setup module 26 and seat distribution module 28, for according to registration
The virtual seat that the log-on message and seat distribution module 28 that information setup module 26 is set distribute carries out customer service.
By above device, after calling receiver module 20 receives the calling that terminal-pair specifies access code, reminding module
22 prompt terminal input authentication information, after authentication information certification that authentication module 24 inputs terminal is legal, business execution module
The virtual seat that 30 log-on messages set according to log-on message setup module 26 and seat distribution module 28 are distributed carries out customer service
Business, even if the employee of such enterprises not in enterprise, such as is in, can obtain virtual seat by this way, will
This virtual seat is used as actual seat, and then progress customer service, solves doing for customer service system in correlation technique
The public time, place and it is resource-constrained processed the problem of, achieveed the purpose that to be offering customers service whenever and wherever possible.
Fig. 3 is the concrete structure block diagram of the realization device of customer service according to the preferred embodiment of the invention, which removes
Include outside the modules in above-mentioned Fig. 2, authentication module 24 includes：Authentication information receiving unit 242, for receiving terminal
The job number and authentication password of input；Authentication unit 244, is connected to authentication information receiving unit 242, for certification job number and certification
After password is correct, determine that terminal is legal.Log-on message setup module 26 includes：Log-on message setting unit 262, for setting
The log-on message of terminal is the job number of terminal and the number mark of terminal, wherein, number mark is by specifying access code and terminal
Number forms.
Fig. 4 is another concrete structure block diagram of the realization device of customer service according to the preferred embodiment of the invention, such as
Shown in Fig. 4 in addition to the modules in including above-mentioned Fig. 3, which further includes agents state setup module 32, is connected to
Seat distribution module 28, for seat distribution module 28 be the virtual seat of terminal distribution after, set virtual seat be in free time
State.Business execution module 30 includes：Seat selecting unit 302, for when carrying out the customer service of user, selection to be in sky
The virtual seat of not busy state；Agents state setting unit 304, is connected to seat selecting unit 302, for by seat selecting unit
The state of the virtual seat of 302 selections is arranged to lock-out state；Calling unit 306, is connected to agents state setting unit 304,
The terminal is called for the termination number in log-on message；Business execution unit 308, is connected to calling unit 306, is used for
After calling unit calls terminal success, by the terminal and user's accessing conference call model, customer service is performed.
Since the keypress function of terminal is limited, different button numbers can be defined as different function commands,
To realize different customer service functions, such as set can be set and represent switching, " 2 " represent to remain waiting for.Based on this,
Business execution unit 308 in above device further includes：Receiving subelement, the button for being sent according to terminal determine terminal
Control wish；Service control subelement, is connected to button receiving subelement, for carrying out Service control according to control wish；Instead
Subelement is presented, Service control subelement is connected to, for the control result of Service control subelement to be fed back by playback modes
To terminal.Control result is fed back to the mode of terminal can be playback or send short message, mail etc., it is contemplated that then
Effect property and it is convenient and efficient, the preferred playback modes of the present embodiment are illustrated.
The customer service that business execution unit 308 performs includes at least one below：Transfer service, call hold service,
Consultation service and teleconferencing service, improve the customer service function of terminal.
Want to stop customer service in terminal, when reverting to private telephone, terminal sends on-hook to calling center apparatus please
Ask, based on this demand, the realization device of above-mentioned customer service can also include：Resource release module, to receive terminal
On-hook request after, discharge the media resource of terminal connection, and check out above-mentioned virtual seat.This mode complete terminal from
Virtual seat function expands the scope of application of terminal, makes operation more convenient to the conversion of private telephone function.
Process, which is described in detail, to be realized to above-described embodiment with reference to preferred embodiments and drawings.
Present embodiments provide a kind of call center system, call center system schematic diagram as shown in Figure 5, the system bag
Include：User network, Softswitch, Call Center Platform, and increase " terminal access a control in the Call Center Platform
System processed " (Terminal Control System, abbreviation TCS), access authentication and Call- Control1 for terminal.
Above-mentioned terminal access control system is made of four modules：Terminal control module, access authentication module, virtual seat
Management module and resource module.Wherein, modules function is as follows：
Terminal control module, is kernel control module, for common telephone terminal to be accessed, and various Call- Control1s；
Access authentication module, for being verified to the legitimacy of terminal；
Virtual position administration management, is the virtualization to common telephone terminal, easy to integrated control and management；
Resource module, voice resource is provided for calling, and playback collects the digits control.
The function of calling receiver module 20 and business execution module 30 in above-described embodiment can completely or partially be set
In the terminal control module, above-mentioned authentication module 24 is equivalent to above-mentioned access authentication Module registers information setup module 26 and seat
The partial function or repertoire of seat distribution module 28 can be arranged in above-mentioned virtual position administration management, in above-described embodiment
The function of business execution module 30 can completely or partially be arranged in resource module.
Terminal (such as plain old telephone etc.) is encapsulated into a common seat by above-mentioned terminal access control system, so that
Avoid the transformation to existing Call Center Platform.The Softswitch and Call Center Platform can be existing call centers
Device in equipment, terminal access control system and Call Center Platform can share a Softswitch, as shown in Figure 5
Connection mode.
Based on the system shown in Fig. 5, the present embodiment additionally provides endpoint registration to the method for Call Center Platform, such as Fig. 6
Shown endpoint registration is to the method flow diagram of Call Center Platform, (step S602- steps that this method comprises the following steps
S628)：
Step S602, the specific access code of terminal call, it is assumed that be 4321, put down by user's network insertion call center
The Softswitch of platform.Above-mentioned Softswitch is used for number analysis, and being directed toward different targets according to the match condition of number sets
It is standby.
Step S604- step S606, Softswitch are directed toward different target devices according to the match condition of number, here
It is assumed that Softswitch, which has been configured with number 4321, is directed toward terminal control module, so that terminal control module is called, terminal
Control module is terminal distribution media resource.
Step S608, terminal control module control resource module collect the digits terminal playback, and terminal presses specified button lattice
The authentication informations such as formula input job number, password.
Playback, which collects the digits, to be referred to put the terminal of access calling the authentication informations such as prompt tone prompting input job number, password, and together
When receiving terminal button number.So terminal is established Media Stream with media and is connected, and terminal hears following prompt tone：Access is welcome to exhale
Center is cried, asks key-press input job number, password.
Step S610- step S612, after the completion of resource module collects the digits, the information that will collect the digits issues terminal control module,
Received job number, password are sent to authentication module request certification (or to verify) by terminal control module.If certification success,
Step S614 is performed, if authentification failure, performs step S626.
The information such as job number, telephone number are sent to Call Center Platform into row information by step S614, terminal control module
Registration.
Step S616, virtual position administration management are one virtual seat of the terminal distribution.
Step S618, virtual position administration management sign in Call Center Platform using seat job number and termination number, this
In termination number be terminal true number addition terminal control module access code, it is assumed that true number is 13812345678,
Access code is 4321, then termination number is 432113812345678.
Step S620, terminal control module judge login result, if logged on success, perform step S622, if logged on
Failure, performs step S628.
Step S622, virtual position administration management set terminal automatically (herein equivalent to above-mentioned agents state setup module)
For idle condition, so that seat is chosen in user's calling, login result is returned into terminal control module.
Step S624, terminal are linked into Call Center Platform success, and terminal control module sends new to resource module
Playback instruction, prompt terminal is successfully accessed, and waits user's calling.
Step S626, resource module put prompt tone notice terminal re-enter, if repeatedly input it is wrong if perform
Step S628.
Step S628, terminal control module discharge the calling of terminal.
The control instruction of terminal access control system receiving terminal by way of receiving terminal button, by putting prompt tone
Mode notify terminal control result.Concrete methods of realizing is, after terminal access terminal access control system, Media Stream all the time with
Resource module is connected, so as to can collect the digits at any time to the button of terminal；Resource module sends out received number
Terminal control module is given, terminal control module judges that the Call- Control1 of terminal is intended to according to the specific key-press input of terminal, hair
Instruction is sent to virtual position administration management；After virtual position administration management receives instruction, calling behaviour is carried out as true seat
Make.Call- Control1 result is returned to terminal control module by virtual position administration management, and terminal control module is by controlling media
The mode of resource module playback is notified to terminal.
In the above-described embodiments, Call Center Platform is authenticated the terminal, certification after the calling of terminal is received
Its log-on message is set after the terminal is legal and distributes virtual seat for it, customer service is carried out according to the log-on message and virtual seat
Business, in this way, terminal can perform the customer service as actual seat, the employee of enterprises can be whenever and wherever possible visitor
Family provides service.
In addition, based on the process described in Fig. 6, after endpoint registration to terminal access control system, terminal enters
The role of seat, can be with the calling of listening user.Fig. 7 is that user's incoming call according to the preferred embodiment of the invention is established with terminal
The method flow diagram of call, as shown in fig. 7, this method comprises the following steps (step S702- step S718)：
Step S702- step S704, user call the access code of Call Center Platform, it is assumed that and it is 4000, Softswitch
Call Center Platform is assigned it to, user hears business voice.
Step S706, user key-press selection turn artificial, and Softswitch is sent to Call Center Platform turns manual request.
Step S708, the idle seat of Call Center Platform selection, it is assumed that choose the terminal in above-described embodiment corresponding
Virtual seat, while Call Center Platform locks this seat, i.e. agents state transition are that selected state (or is locking shape
State), in case the seat is also chosen in other users calling.
Step S710- step S712, Call Center Platform call the seat number 432113812345678, call center
Platform calling is directed toward terminal control module to Softswitch, Softswitch according to the left matching of access code.
Step S714- step S716, terminal control module remove itself access code 4321, obtain true number
13812345678, search memory and find that this number is termination number to be talked about, by controlling resource module stopping pair
State playback；Meanwhile the calling of original terminal and media resource is switched to Conference Calling, user is added in the meeting.
Step S718, virtual position administration management receive the status change message of Call Center Platform, and agents state is changed into
Talking state.
User, terminal, media resource form conference call in above-described embodiment, complete user's incoming call and establish call with terminal
Process, the purpose for retaining media resource is the button that resource module remains able to receiving terminal in communication process.In this way,
Different button number combinations can be defined and be used as different function commands to realize Call- Control1, terminal can complete general seat
The all-calls control functions such as the holding of seat software, consulting, switching, meeting, such as " 1 " represent switching, and " 2 " represent to remain waiting for.
Fig. 8 is the method flow diagram that the user in current talking is transferred to other users by terminal according to embodiments of the present invention, such as Fig. 8
Shown, this method comprises the following steps (step S802- step S818)：
Step S802, it is assumed that terminal push number is " * 1*13312345678# ", resource module are opened from " * " is received
Begin record, to receive " # " as mark is buttoned to end, sends terminal control module to；
Step S804, terminal control module parse the number series of above-mentioned reception, and 1 represents switching, and number below represents mesh
Telephone number, i.e. analysis result is that active user 1 is transferred to other users 2, and 2 number of user is " 13312345678 ".Will
This analysis result issues virtual position administration management by message；
Step S806, after virtual position administration management receives message, is initiated as common seat to Call Center Platform
Forwarded user is asked；Preference policy can be set as needed with common seat and depositing in the corresponding virtual seat of terminal.
Step S808- step S810, after Call Center Platform receives request, to Softswitch calling party 2, by user
1 connects with user 2, discharges the virtual seat；
Releasing result is returned to terminal control module by step S812, virtual seat；
Step S814- step S816, terminal control module discharge the calling of user, and terminal and media resource are returned to figure
State when succeeding in registration in 5, that is, recover terminal and media resource double-talk, recovers playback；
Step S818, virtual agents state are changed into idle, wait next user's incoming call；
Similar, interacted by terminal with what the playback of resource module collected the digits, it is possible to achieve other as kept, consulting
The all-calls control function such as inquiry, meeting, just repeats no more here.
On the basis of above-described embodiment, terminal can continue waiting for next user's incoming call at this time, can also be by on-hook
Key exits seat function, and Fig. 9 is the method that terminal exits seat function after user according to embodiments of the present invention and terminal call
Flow chart, as shown in figure 9, this method comprises the following steps (step S902- step S912)：
Step S902- step S904, terminal request on-hook, on-hook request are sent to terminal control by Softswitch
Module；
Step S906- step S908, terminal control module judge that terminal is hung up the telephone, send discharge virtual seat message to
Virtual position administration management；And discharge the media resource being attached thereto；
Step S910, virtual position administration management check out request to Call Center Platform sending position；
Step S912, user after Call Center Platform receives request, called and discharged, check out the virtual seat automatically；
In this way, virtual seat checks out, user's incoming call would not call the terminal, and terminal reverts to private telephone function.
Using method provided in this embodiment, wish in small business in the case of possessing the Customer Service Center of oneself,
Enterprise can apply for specific access code to call center management department, and call center management department distributes to Number for access for it
Code, the employee of such enterprises can dial the access code using private telephone, to be linked into Call Center Platform,
Provide the user with various calling services as operator, this mode therefore has from the limitation of time, resource and region
There is good application prospect.
As can be seen from the above description, above example can realize that completing user using common telephone terminal exhales
Enter, breathe out all agent call functions such as user, consulting, switching, architecturally, which can be put down at existing call center
The realization of terminal access control system is added on platform, it is convenient to carry out, and low cost；In addition, private telephone in aforesaid way with
Seat function separates, and does not interfere with each other；Meanwhile aforesaid way can be whenever and wherever possible visitor from the limitation of time, resource and region
Family provides service.
Obviously, those skilled in the art should be understood that above-mentioned each module of the invention or each step can be with general
Computing device realize that they can be concentrated on single computing device, or be distributed in multiple computing devices and formed
Network on, alternatively, they can be realized with the program code that computing device can perform, it is thus possible to which they are stored
Performed in the storage device by computing device, and in some cases, can be with different from shown in order execution herein
The step of going out or describing, they are either fabricated to each integrated circuit modules respectively or by multiple modules in them or
Step is fabricated to single integrated circuit module to realize.Combined in this way, the present invention is not restricted to any specific hardware and software.
The foregoing is only a preferred embodiment of the present invention, is not intended to limit the invention, for the skill of this area
For art personnel, the invention may be variously modified and varied.Within the spirit and principles of the invention, that is made any repaiies
Change, equivalent substitution, improvement etc., should all be included in the protection scope of the present invention.
Claims (9)
- A kind of 1. implementation method of customer service, it is characterised in that including：Calling of the receiving terminal to specified access code；Prompt the terminal input authentication information；The terminal is authenticated according to the authentication information that the terminal inputs；After terminal is legal described in certification, the log-on message of the terminal is set；For the virtual seat of the terminal distribution；Customer service is carried out according to the log-on message and the virtual seat；Wherein, the log-on message includes：The job number of the terminal input and the number mark of the terminal, the number mark It is made of the specified access code and termination number；Wherein, for after the virtual seat of the terminal distribution, the method further includes：The virtual seat is set to be in idle shape State；Carry out customer service according to the log-on message and the virtual seat and include：When carrying out the customer service of user, choosing The virtual seat in idle condition is selected, the state of the virtual seat is arranged to lock-out state；According to the registration The termination number in information calls the terminal, and after calling the terminal success, the terminal and the user are accessed Conference call mode, performs the customer service.
- 2. according to the method described in claim 1, it is characterized in that, the authentication information inputted according to the terminal is to the terminal It is authenticated including：Receive the job number and authentication password of the terminal input；After job number described in certification and the authentication password are correct, determine that the terminal is legal.
- 3. according to the method described in claim 1, it is characterized in that, performing the customer service includes：Sent out according to the terminal The button sent determines the control wish of the terminal, carries out Service control according to the control wish, and control result is passed through Playback modes feed back to the terminal.
- 4. according to claim 1-3 any one of them methods, it is characterised in that the customer service include at least it is following it One：Transfer service, call hold service, consultation service and teleconferencing service.
- 5. according to claim 1-3 any one of them methods, it is characterised in that the method further includes：After the on-hook request for receiving the terminal, the media resource of the terminal connection is discharged, and checks out the virtual seat.
- A kind of 6. realization device of customer service, it is characterised in that including：Calling receiver module, for calling of the receiving terminal to specified access code；Reminding module, for prompting the terminal input authentication information；Authentication module, the authentication information for being inputted according to the terminal are authenticated the terminal；Log-on message setup module, for terminal described in the authentication module certification it is legal after, set the registration of the terminal to believe Breath；Seat distribution module, is that the terminal distribution is empty after setting the log-on message for the log-on message setup module Intend seat；Business execution module, is distributed for the log-on message set according to the log-on message setup module and the seat The virtual seat of module assignment carries out customer service；Wherein, the log-on message includes：The job number of the terminal input and the number mark of the terminal, the number mark It is made of the specified access code and termination number；Described device further includes：Agents state setup module, is the virtual seat of the terminal distribution for the seat distribution module After seat, the virtual seat is set to be in idle condition；The business execution module includes：Seat selecting unit, for when carrying out the customer service of user, selection to be in the free time The virtual seat of state；Agents state setting unit, for the virtual seat for selecting the seat selecting unit State be arranged to lock-out state；Calling unit, the end is called for the termination number in the log-on message End；Business execution unit, after calling the terminal success for the calling unit, meeting is accessed by the terminal and the user Conference call pattern, performs the customer service.
- 7. device according to claim 6, it is characterised in that the authentication module includes：Authentication information receiving unit, for receiving the job number and authentication password of the terminal input；Authentication unit, for job number described in certification and the authentication password it is correct after, determine that the terminal is legal.
- 8. device according to claim 6, it is characterised in thatThe log-on message setup module includes：Log-on message setting unit, for setting the log-on message of the terminal as institute The job number of terminal and the number mark of the terminal are stated, wherein, the number mark is by the specified access code and the end Hold number composition.
- 9. device according to claim 6, it is characterised in that the business execution unit includes：Button receiving subelement, the button for being sent according to the terminal determine the control wish of the terminal；Service control subelement, for carrying out Service control according to the control wish；Subelement is fed back, for the control result of the Service control subelement to be fed back to the 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 |
Applications Claiming Priority (1)
| 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 |
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| Publication Number | Publication Date |
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| CN103067620A CN103067620A (en) | 2013-04-24 |
| CN103067620B true CN103067620B (en) | 2018-05-04 |
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| Application Number | Title | Priority Date | Filing Date |
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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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| CN (1) | CN103067620B (en) |
| WO (1) | WO2013056580A1 (en) |
Families Citing this family (6)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN104683608B (en) * | 2013-11-29 | 2018-05-25 | 华为技术有限公司 | The method and distributed call center and relevant apparatus of realization distributed call center |
| CN106487641A (en) * | 2015-08-26 | 2017-03-08 | 中兴通讯股份有限公司 | A kind of method and apparatus for realizing online customer service |
| CN105472181A (en) * | 2016-01-20 | 2016-04-06 | 上海携程商务有限公司 | Call forwarding system and method |
| CN113746789B (en) * | 2020-05-29 | 2023-09-05 | 北京沃东天骏信息技术有限公司 | Information processing method and device for call center, electronic equipment and medium |
| CN111741173B (en) * | 2020-06-22 | 2021-05-11 | 中国银行股份有限公司 | Telephone service processing system, method, device and mobile terminal |
| CN111818230A (en) * | 2020-07-16 | 2020-10-23 | 浙江百应科技有限公司 | Method for extracting key information based on client key information |
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| Publication number | Priority date | Publication date | Assignee | Title |
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| CN1627780A (en) * | 2004-08-12 | 2005-06-15 | 陈勇 | Virtual method for realizing calling center |
| US7864942B2 (en) * | 2004-12-06 | 2011-01-04 | At&T Intellectual Property I, L.P. | System and method for routing calls |
| CN100562045C (en) * | 2007-06-26 | 2009-11-18 | 中兴通讯股份有限公司 | Virtual call center system and virtual call method |
| CN101631171A (en) * | 2008-07-18 | 2010-01-20 | 中兴通讯股份有限公司 | Call center system and artificial service realizing method thereof |
| CN102158612A (en) * | 2010-02-11 | 2011-08-17 | 青牛（北京）技术有限公司 | Cloud computing technology-based virtual call center system and operating method thereof |
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2011
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| Publication number | Publication date |
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| WO2013056580A1 (en) | 2013-04-25 |
| CN103067620A (en) | 2013-04-24 |
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