CN103428379A - Exchange method and device for seat service objects - Google Patents
Exchange method and device for seat service objects Download PDFInfo
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- CN103428379A CN103428379A CN2012101533837A CN201210153383A CN103428379A CN 103428379 A CN103428379 A CN 103428379A CN 2012101533837 A CN2012101533837 A CN 2012101533837A CN 201210153383 A CN201210153383 A CN 201210153383A CN 103428379 A CN103428379 A CN 103428379A
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- 238000000034 method Methods 0.000 title claims abstract description 33
- 230000010354 integration Effects 0.000 claims abstract description 5
- 235000021167 banquet Nutrition 0.000 claims description 256
- 230000000295 complement effect Effects 0.000 claims description 20
- 238000007599 discharging Methods 0.000 claims description 5
- 230000002596 correlated effect Effects 0.000 abstract 1
- 230000000875 corresponding effect Effects 0.000 abstract 1
- 238000009223 counseling Methods 0.000 description 6
- 230000008878 coupling Effects 0.000 description 4
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- 238000004891 communication Methods 0.000 description 3
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- 230000008676 import Effects 0.000 description 2
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Abstract
The invention discloses an exchange method and device for seat service objects. The method comprises the steps of utilizing computer telephony integration (CTI) to determine that at least two seats need to perform exchange of current service objects, generating exchange identity, and enabling the exchange identity to be correlated with every seat and the current service objects of every seat; utilizing the CTI to release a current speech channel of every seat, and exchanging the current service objects of the seats according to the exchange identity. Corresponding exchange relations between the seats needing to exchange the current service objects can be learned about according to the exchange identity, exchange of the current service objects can be finished according to the exchange identity after the current speech channels are released, and accordingly real-time consultation can be achieved.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of service object's that attends a banquet switching method and device.
Background technology
In current call center system, when with the operator of user's communication, seeking advice from other while attending a banquet, consulted attending a banquet must be in idle condition.But in practical application, when phone is a lot of, may not exist in the attending a banquet of idle condition, or appointment consulted attend a banquet may be also with another user's communication, and can't realize Instant-Counseling.
In some scene, the service object that need to converse by exchange solves this problem, and existing call center system does not also have relevant implementation.
Summary of the invention
The invention provides a kind of service object's of attending a banquet switching method and device, at least to solve in correlation technique, attending a banquet of conversing need consulting other while attending a banquet, if consulted, attend a banquet also in talking state, can't realize the problem of Instant-Counseling.
According to an aspect of the present invention, a kind of service object's of attending a banquet switching method is provided, comprise: computer telephone integration (Computer Telephony Integration, referred to as CTI) determine to attend a banquet at least two and need to carry out the exchange of current service object, and generation exchange identification, wherein, the current service object that exchange identification is attended a banquet with each and each is attended a banquet is associated; CTI discharges each current speech channel of attending a banquet, and according to exchange identification, the current service object of attending a banquet is exchanged.
Preferably, according to exchange identification, the current service object of attending a banquet is exchanged and comprises: the current service object of attending a banquet for each, CTI queues to this current service object under to be exchanged attending a banquet according to exchange identification, and carries exchange identification in circuit-switched data; CTI determines when the exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, and connects this current service object and the speech channel of attending a banquet to be exchanged.
Preferably, after CTI generates exchange identification, said method also comprises: CTI stores exchange identification in each the corresponding message structure of attending a banquet in internal memory into; CTI determines from the exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet to be exchanged and is complementary and comprises: CTI determines from the exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet to be exchanged obtained from internal memory and is complementary.
Preferably, CTI determine at least two attend a banquet and need to carry out the exchange of current service object after, said method also comprises: each state of attending a banquet of CTI is set to service object's exchange state, wherein, in can only accessing with circuit-switched data, attending a banquet of service object's exchange state carry the calling of exchange identification; Before CTI determines that the exchange identification resolve from circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, said method also comprises: CTI detects and attends a banquet in service object's exchange state.
Preferably, after CTI determines that the exchange identification resolve from circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, said method also comprises: service object's exchange state that CTI attends a banquet each switches to the successful state of queuing.
Preferably, CTI queues to this current service object under to be exchanged attending a banquet and comprises according to exchange identification: CTI is arranged on this current service object according to exchange identification the head of the queue of the queue of queuing under to be exchanged attending a banquet.
Preferably, CTI determines that at least two exchanges that need to carry out the current service object of attending a banquet comprise: CTI receives at least two one or more service objects that send that attend a banquet in attending a banquet and exchanges request message; CTI exchanges request message by the service object and is transmitted to one or more to be exchanged attending a banquet of attending a banquet; CTI receives one or more acceptance message of attending a banquet and sending to be exchanged of attending a banquet.
According to a further aspect in the invention, provide a kind of service object's of attending a banquet switch, be applied to CTI, having comprised: determination module, need to carry out the exchange of current service object for determining to attend a banquet at least two; Generation module, for generating exchange identification, wherein, the current service object that exchange identification is attended a banquet with each and each is attended a banquet is associated; Release module, the current speech channel of attending a banquet for discharging each; Switching Module, for being exchanged the current service object of attending a banquet according to exchange identification.
Preferably, Switching Module comprises: queued units, for the current service object of attending a banquet for each, queues to this current service object under to be exchanged attending a banquet according to exchange identification; Carry unit, for circuit-switched data, carrying exchange identification; Determining unit, be complementary for determining exchange identification from resolving with circuit-switched data and the exchange identification of attending a banquet to be exchanged; On-unit, for connecting this current service object and the speech channel of attending a banquet to be exchanged.
Preferably, said apparatus also comprises: memory module, in each the corresponding message structure of attending a banquet that exchange identification is stored into to internal memory; Determining unit comprises: determine subelement, be complementary with the exchange identification of attending a banquet to be exchanged of obtaining from internal memory for determining the exchange identification from resolving with circuit-switched data.
The present invention can learn corresponding commutative relation between attending a banquet of needs exchange current service object by exchange identification, after discharging current speech channel, can complete the exchange of current service object according to exchange identification, thereby can realize Instant-Counseling.
The accompanying drawing explanation
Accompanying drawing described herein is used to provide a further understanding of the present invention, forms the application's a part, and schematic description and description of the present invention the present invention does not form inappropriate limitation of the present invention for explaining.In the accompanying drawings:
Fig. 1 is the flow chart according to the service object's that attends a banquet of the embodiment of the present invention switching method;
Fig. 2 is service object's the schematic diagram of switching system of attending a banquet according to the preferred embodiment of the invention;
Fig. 3 is the flow chart of two exchange current service objects of attending a banquet according to the preferred embodiment of the invention;
Fig. 4 is the structured flowchart according to the service object's that attends a banquet of the embodiment of the present invention switch;
Fig. 5 is service object's the structured flowchart one of switch of attending a banquet according to the preferred embodiment of the invention;
Fig. 6 is service object's the structured flowchart two of switch of attending a banquet according to the preferred embodiment of the invention;
Fig. 7 is service object's the structured flowchart three of switch of attending a banquet according to the preferred embodiment of the invention;
Fig. 8 is service object's the structured flowchart four of switch of attending a banquet according to the preferred embodiment of the invention;
Fig. 9 is service object's the structured flowchart five of switch of attending a banquet according to the preferred embodiment of the invention; And
Figure 10 is service object's the structured flowchart six of switch of attending a banquet according to the preferred embodiment of the invention.
Embodiment
It should be noted that, in the situation that do not conflict, embodiment and the feature in embodiment in the application can combine mutually.Describe below with reference to the accompanying drawings and in conjunction with the embodiments the present invention in detail.
In correlation technique, attending a banquet of conversing need consulting other while attending a banquet, if consulted, attend a banquet also in talking state, can't realize Instant-Counseling.Based on this, the embodiment of the present invention provides a kind of service object's of attending a banquet switching method.Fig. 1 is the flow chart according to the service object's that attends a banquet of the embodiment of the present invention switching method, as shown in Figure 1, comprises that following step S102 is to step S104.
Step S102, CTI determines to attend a banquet at least two and need to carry out the exchange of current service object, and generates exchange identification, wherein, the current service object that exchange identification is attended a banquet with each and each is attended a banquet is associated.
Step S104, CTI discharges each current speech channel of attending a banquet, and according to exchange identification, the current service object of attending a banquet is exchanged.
In above-described embodiment, can learn and need between the attending a banquet of exchange current service object corresponding commutative relation (for example: the current service object a of the A that attends a banquet exchanges to the B place of attending a banquet by exchange identification, the current service object b of B of attending a banquet exchanges to the C place of attending a banquet, the current service object c of C of attending a banquet exchanges to the A place of attending a banquet), after discharging current speech channel, the exchange of current service object can be completed according to exchange identification, thereby Instant-Counseling can be realized.
Exchange current service object in above-mentioned steps S104, corresponding relation that can be indicated according to exchange identification, queue to the current service object under to be exchanged attending a banquet (being consulted attending a banquet), waits for and connect speech channel.For guarantee the accuracy of exchange, the embodiment of the present invention provides a preferred implementation, increasing exchange identification with circuit-switched data, will be mated with the exchange identification in circuit-switched data and the exchange identification of storage before, in the situation that the two coupling, just connect speech channel.Concrete operations are as follows, according to exchange identification, the current service object of attending a banquet is exchanged and comprises: the current service object of attending a banquet for each, CTI queues to this current service object under to be exchanged attending a banquet according to exchange identification, and carries exchange identification in circuit-switched data; CTI determines when the exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, and connects this current service object and the speech channel of attending a banquet to be exchanged.In this preferred implementation, while determining the exchange identification coupling, just connect speech channel, avoided, in queue up unsuccessful or other situations, having connected other speech channels.
The coupling of exchange identification is mated the exchange identification with resolving in circuit-switched data and the exchange identification be stored in internal memory, concrete operations are as follows: after CTI generates exchange identification, CTI stores exchange identification in each the corresponding message structure of attending a banquet in internal memory into; Now, CTI is definite is complementary from the exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet to be exchanged of obtaining from internal memory.
It should be noted that, with the exchange identification of carrying in circuit-switched data, at least comprise the exchange identification of attending a banquet to be exchanged, also can comprise former exchange identification of attending a banquet.
In the another one preferred implementation, can in CTI, increase a kind of state, the current state of attending a banquet of needs exchange current service object is set to service object's exchange state, to indicate it to need the Exchange Service object, attending a banquet under this state can not be made the operations such as exhalation or maintenance, can only wait for incoming call, and can only access with in circuit-switched data with the calling of exchange identification.Concrete operations are as follows, CTI determine at least two attend a banquet and need to carry out the exchange of current service object after, also comprise: each state of attending a banquet of CTI is set to service object's exchange state, wherein, in can only accessing with circuit-switched data, attending a banquet of service object's exchange state carry the calling of exchange identification; Before CTI determines that the exchange identification resolve from circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, also comprise: CTI detects and attends a banquet in service object's exchange state.In this preferred implementation, increased service object's exchange state, due to the user of common queuing can only be when attending a banquet in Idle state could successful incoming call, detect and attend a banquet after service object's exchange state at CTI, just can not be by user's incoming call of common queuing, then mated the operations such as exchange identification, connection speech channel, more guaranteed the accuracy of exchange.
And then, also there are other states owing to attending a banquet, as: queue up successful state, Idle state, conversation state etc., so, after the exchange identification coupling, the state that needs change to attend a banquet.Concrete operations are as follows: after CTI determines that the exchange identification resolve from circuit-switched data and the exchange identification of attending a banquet to be exchanged are complementary, service object's exchange state that CTI attends a banquet each switches to the successful state of queuing.After connecting speech channel, also the queuing success state of attending a banquet can be changed to conversation state.
For the user who improves the current service object experiences, CTI queues to this current service object under to be exchanged attending a banquet and comprises according to exchange identification: CTI is arranged on this current service object according to exchange identification the head of the queue of the queue of queuing under to be exchanged attending a banquet.For example, the current service object a of the A that attends a banquet exchanges to the B place of attending a banquet, and current service object a queues to the head of the queue of the queue of the B that attends a banquet, and the speech channel that at first B that attends a banquet connects is exactly the speech channel that exchanges the service object who comes, and has guaranteed that the user is without requeuing.
In step S102, CTI determines that at least two exchanges that need to carry out the current service object of attending a banquet comprise: CTI receives at least two one or more service objects that send that attend a banquet in attending a banquet and exchanges request message; CTI exchanges request message by the service object and is transmitted to one or more to be exchanged attending a banquet of attending a banquet; CTI receives one or more acceptance message of attending a banquet and sending to be exchanged of attending a banquet.Can link up by modes such as word messages in advance.Perhaps, " exchange " button is arranged at the interface of attending a banquet, after the ditch of attending a banquet is had friendly relations needs exchange current service object, click this button, and select to be exchanged attending a banquet or directly input this numbering of attending a banquet or title etc. in list, can carry out subsequent operation.
It should be noted that, the set-up mode of exchange identification is not limited in aforesaid way, for example, can be also that each that need the Exchange Service object attended a banquet an exchange identification is set, each current service object arranges an exchange identification, between the exchange identification of attending a banquet and service object's exchange identification, corresponding relation is arranged.Set-up mode in any case, as long as can know the corresponding relation of attending a banquet with the service object according to exchange identification.
Below in conjunction with preferred embodiment, be elaborated.
Once attend a banquet service object's switching system of paper.Fig. 2 is service object's the schematic diagram of switching system of attending a banquet according to the preferred embodiment of the invention, and as shown in Figure 2, this system comprises: attend a banquet, CTI and intelligent network platform.
Based on above-mentioned switching system, the switching method of this preferred embodiment is described, and two typical application scenarioss are provided.At first, need in the CTI state machine, increase a kind of state: user's exchange state (corresponding to above-mentioned service object's exchange state); CTI with circuit-switched data in, increase an exchange identification ID(Identity) field, determine a traffic exchange for unique.
This preferred embodiment be take two exchange current service objects of attending a banquet and is described as example.Fig. 3 is the flow chart of two exchange current service objects of attending a banquet according to the preferred embodiment of the invention, as shown in Figure 3, comprises the following steps:
Step S302, attend a banquet A and user a conversation, attend a banquet B and user b conversation, the A that now attends a banquet initiates the user by CTI and exchanges request message to the B that attends a banquet.
Step S304, the B that attends a banquet replys acceptance message and can link up by modes such as dispatch word message in advance to CTI().
For above-mentioned two steps, this preferred embodiment provides two typical application scenarioss.
Application scenarios one: attend a banquet A and user a conversation, wherein user a is VIP client, and the A that attends a banquet is common attending a banquet, and the common A of attending a banquet of problem of user a consulting can't answer, and need the senior B that attends a banquet of consulting, and the senior B that attends a banquet converses with the b of another domestic consumer.For the preferential experience that guarantees VIP user, the A that attends a banquet request and the B that attends a banquet initiate user's exchange.In this scene, the interface of attending a banquet needs to show client's VIP attribute, and what this attribute can be by CTI imports seat system into circuit-switched data.
Application scenarios two: A and the user a conversation of attending a banquet, but user a before this repeatedly with the B conversation of attending a banquet, the B that attends a banquet is familiar with the problem that user a need to solve very much, user a wishes can continue to be served for him by the B that attends a banquet.In order to solve as early as possible the problem of user a, the A that attends a banquet request and the B that attends a banquet initiate user's exchange.In this scene, the interface of attending a banquet needs to show to be the job number of attending a banquet of user a service several times recently, and the A of being convenient to attend a banquet selects the job number of attending a banquet of appointment to initiate the user and exchanges request, and relevant information can be passed through database access.
Step S306, it is " user's exchange " state with the B that attends a banquet that CTI arranges the A that attends a banquet simultaneously, and generates a unique exchange identification ID for this user exchanges, and this ID is put into to the message structure of attend a banquet A and the B that attends a banquet of internal memory.Attending a banquet under " user's exchange " state can not be done and be breathed out or the operation such as maintenance, can only wait for incoming call, and can only access with in circuit-switched data with the calling of exchange identification ID.
Step S308, CTI discharges the speech channel of attend a banquet A and the B that attends a banquet simultaneously, the automatic service of customization is arrived in on-hook, and imports operator's job number of the other side and exchange identification ID into automatic service by Basic Call State Module (Basic Call State Model, referred to as BCSM) message.
Step S310, after the automatic service of customization is received BCSM message, arrive CTI again by specifying job number to queue up, and directly user a queued to the B that attends a banquet, and user b queued to the A that attends a banquet, and bring the exchange identification id field in circuit-switched data.
Step S312, CTI detects the A and attend a banquet B in " user's exchange " state of attending a banquet in queuing process, parses with the exchange identification ID in circuit-switched data, and the exchange identification ID of attend a banquet in the exchange identification ID that parses and internal memory A and the B that attends a banquet is contrasted.If the two is consistent, perform step S314; If the two is inconsistent, the user according to common queuing processes.
Step S314, switching is attended a banquet the state of A and the B that attends a banquet to the queuing success status, and by the intelligent network platform corresponding speech channel that continues, thereby completes the operation of whole Exchange Service object.
If three exchange current service objects of attending a banquet, for example, the A that attends a banquet converses with user c with user b conversation, the C that attends a banquet with user a conversation, the B that attends a banquet.User a need to converse with the C that attends a banquet, and user b need to converse with the A that attends a banquet, and user c need to converse with the B that attends a banquet, and by the similar step of the flow process with shown in Fig. 3, gets final product the exchange of completion service object.
It should be noted that, in the step shown in the flow chart of accompanying drawing, can in the computer system such as one group of computer executable instructions, carry out, and, although there is shown logical order in flow process, but in some cases, can carry out step shown or that describe with the order be different from herein.
The embodiment of the present invention also provides a kind of service object's of attending a banquet switch, is applied to CTI, and this service object's that attends a banquet switch can be for realizing the above-mentioned service object's of attending a banquet switching method.Fig. 4 is the structured flowchart according to the service object's that attends a banquet of the embodiment of the present invention switch, and as shown in Figure 4, this device comprises determination module 41, generation module 42, release module 43 and Switching Module 44.Below its structure is elaborated.
Fig. 5 is service object's the structured flowchart one of switch of attending a banquet according to the preferred embodiment of the invention, and as shown in Figure 5, Switching Module 44 comprises queued units 4402, carries unit 4404, determining unit 4406 and on-unit 4408.Wherein, queued units 4402, for the current service object of attending a banquet for each, queue to this current service object under to be exchanged attending a banquet according to exchange identification; Carry unit 4404, be connected to queued units 4402, for after queuing up in queued units 4402, with circuit-switched data, carrying exchange identification; Determining unit 4406, be connected to and carry unit 4404, for determining exchange identification from resolving with circuit-switched data and the exchange identification of attending a banquet to be exchanged, is complementary; On-unit 4408, be connected to determining unit 4406, for connecting this current service object and the speech channel of attending a banquet to be exchanged.
Fig. 6 is service object's the structured flowchart two of switch of attending a banquet according to the preferred embodiment of the invention, as shown in Figure 6, said apparatus also comprises: memory module 45, be connected to generation module 42, store in each corresponding message structure of attending a banquet of internal memory for the exchange identification that generation module 42 is generated; Determining unit 4406 comprises determines subelement 44062, is connected to and carries unit 4404 and memory module 45, for determining the exchange identification from resolving with circuit-switched data, with the exchange identification of attending a banquet to be exchanged of obtaining from internal memory, is complementary.
Fig. 7 is service object's the structured flowchart three of switch of attending a banquet according to the preferred embodiment of the invention, as shown in Figure 7, said apparatus also comprises: module 46 is set, be connected to determination module 41, for determination module 41, each state of attending a banquet of definite needs exchange current service object is set to service object's exchange state, wherein, in can only accessing with circuit-switched data, attending a banquet of service object's exchange state carry the calling of exchange identification; Switching Module 44 also comprises: detecting unit 4410 is connected to and carries unit 4404, for detection of to attending a banquet in service object's exchange state.
Fig. 8 is service object's the structured flowchart four of switch of attending a banquet according to the preferred embodiment of the invention, as shown in Figure 8, Switching Module 44 also comprises: state switch unit 4412, be connected to determining unit 4406, and switch to for service object's exchange state that each is attended a banquet the successful state of queuing up.
Fig. 9 is service object's the structured flowchart five of switch of attending a banquet according to the preferred embodiment of the invention, as shown in Figure 9, queued units 4402 comprises: queuing subelement 44022, and for according to exchange identification, this current service object being arranged on to the head of the queue of the queue of queuing under to be exchanged attending a banquet.
Figure 10 is service object's the structured flowchart six of switch of attending a banquet according to the preferred embodiment of the invention, as shown in figure 10, determination module 41 comprises: the first receiver module 412 exchanges request message for receiving at least two one or more service objects that send that attend a banquet that attend a banquet; Forwarding module 414, be connected to the first receiver module 412, exchanges request message for the service object that the first receiver module 412 is received and be transmitted to one or more to be exchanged attending a banquet of attending a banquet; The second receiver module 416, be connected to forwarding module 414, for receiving one or more acceptance message of attending a banquet and sending to be exchanged of attending a banquet.
It should be noted that, the service object's that attends a banquet who describes in device embodiment switch is corresponding to above-mentioned embodiment of the method, and its concrete implementation procedure had been carried out detailed description in embodiment of the method, did not repeat them here.
In sum, according to the abovementioned embodiments of the present invention, provide a kind of service object's of attending a banquet switching method and device.The present invention can learn corresponding commutative relation between attending a banquet of needs exchange current service object by exchange identification, after discharging current speech channel, can complete the exchange of current service object according to exchange identification, thereby solve consulted attending a banquet while conversing, problem that can't Instant-Counseling.
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 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 storage device and be carried out by calculation element, perhaps they are made into respectively to each integrated circuit modules, perhaps a plurality of modules in them or step being made into to the single integrated circuit module realizes.Like this, the present invention is not restricted to any specific hardware and software combination.
The foregoing is only the preferred embodiments of the present invention, be not limited to the present invention, 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., within all should being included in protection scope of the present invention.
Claims (10)
1. the service object that attends a banquet switching method is characterized in that comprising:
Computer telephone integration CTI determines to attend a banquet at least two and need to carry out the exchange of current service object, and generates exchange identification, wherein, and described exchange identification and each described attends a banquet and each described current service object of attending a banquet is associated;
Described CTI discharges each described current speech channel of attending a banquet, and according to described exchange identification, described current service object of attending a banquet is exchanged.
2. method according to claim 1, is characterized in that, according to described exchange identification, described current service object of attending a banquet exchanged and comprises:
For each described current service object of attending a banquet, described CTI queues to this current service object under to be exchanged attending a banquet according to described exchange identification, and carries described exchange identification in circuit-switched data;
Described CTI determines and to connect this current service object and the described speech channel of attending a banquet to be exchanged when described exchange identification with resolving circuit-switched data and the described exchange identification of attending a banquet to be exchanged are complementary.
3. method according to claim 2, is characterized in that,
After described CTI generates exchange identification, also comprise:
Described CTI stores described exchange identification in each the described corresponding message structure of attending a banquet in internal memory into;
Described CTI determines from described exchange identification with resolving circuit-switched data and the described exchange identification of attending a banquet to be exchanged and is complementary and comprises:
Described CTI determines from the described exchange identification with resolving circuit-switched data and the exchange identification of attending a banquet described to be exchanged of obtaining from described internal memory and is complementary.
4. method according to claim 2, is characterized in that,
Described CTI determine at least two attend a banquet and need to carry out the exchange of current service object after, also comprise:
Each described state of attending a banquet of described CTI is set to service object's exchange state, wherein, carries the calling of described exchange identification in attending a banquet of described service object's exchange state can only be accessed with circuit-switched data;
Determined before described exchange identification of resolving with circuit-switched data and the described exchange identification of attending a banquet to be exchanged are complementary at described CTI, also comprise:
Described CTI detects described attending a banquet in described service object's exchange state.
5. method according to claim 4, is characterized in that, at described CTI, determines after described exchange identification of resolving with circuit-switched data and the described exchange identification of attending a banquet to be exchanged are complementary, and also comprises:
Described CTI switches to by each described described service object's exchange state of attending a banquet the successful state of queuing up.
6. method according to claim 2, is characterized in that, described CTI queues to this current service object under to be exchanged attending a banquet and comprises according to described exchange identification:
Described CTI is arranged on this current service object according to described exchange identification the head of the queue of the queue of queuing under described to be exchanged attending a banquet.
7. according to the described method of any one in claim 1 to 6, it is characterized in that, CTI determines that at least two exchanges that need to carry out the current service object of attending a banquet comprise:
Described CTI receives described at least two one or more service objects that send that attend a banquet in attending a banquet and exchanges request message;
Described CTI exchanges request message by described service object and is transmitted to described one or more to be exchanged attending a banquet of attending a banquet;
Described CTI receives described one or more acceptance message of attending a banquet and sending to be exchanged of attending a banquet.
8. the service object that attends a banquet switch, be applied to computer telephone integration CTI, it is characterized in that comprising:
Determination module, need to carry out the exchange of current service object for determining to attend a banquet at least two;
Generation module, for generating exchange identification, wherein, described exchange identification and each described attends a banquet and each described current service object of attending a banquet is associated;
Release module, for discharging each described current speech channel of attending a banquet;
Switching Module, for being exchanged described current service object of attending a banquet according to described exchange identification.
9. device according to claim 8, is characterized in that, described Switching Module comprises:
Queued units, for for each described current service object of attending a banquet, queue to this current service object under to be exchanged attending a banquet according to described exchange identification;
Carry unit, for carrying described exchange identification with circuit-switched data;
Determining unit, be complementary from described exchange identification of resolving with circuit-switched data and the described exchange identification of attending a banquet to be exchanged for determining;
On-unit, for connecting this current service object and the described speech channel of attending a banquet to be exchanged.
10. device according to claim 9, is characterized in that,
Described device also comprises: memory module, in each the described corresponding message structure of attending a banquet that described exchange identification is stored into to internal memory;
Described determining unit comprises: determine subelement, be complementary for determining from described exchange identification of resolving with circuit-switched data and the exchange identification of attending a banquet described to be exchanged of obtaining from described internal memory.
Priority Applications (1)
| Application Number | Priority Date | Filing Date | Title |
|---|---|---|---|
| CN201210153383.7A CN103428379B (en) | 2012-05-16 | 2012-05-16 | Attend a banquet the exchange method and device of service object |
Applications Claiming Priority (1)
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| CN111510562A (en) * | 2020-04-15 | 2020-08-07 | 中国银行股份有限公司 | Call center outbound seat regulation and control method and device |
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| CN101483699A (en) * | 2008-01-09 | 2009-07-15 | 华为技术有限公司 | Method, system and apparatus for processing user call by the call center |
| CN101883190A (en) * | 2009-05-06 | 2010-11-10 | 华为技术有限公司 | Seat processing method, switch and call center |
| WO2011157178A2 (en) * | 2011-06-03 | 2011-12-22 | 华为技术有限公司 | Method, call centre and system for seat terminal to receive call |
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| CN101483699A (en) * | 2008-01-09 | 2009-07-15 | 华为技术有限公司 | Method, system and apparatus for processing user call by the call center |
| CN101883190A (en) * | 2009-05-06 | 2010-11-10 | 华为技术有限公司 | Seat processing method, switch and call center |
| WO2011157178A2 (en) * | 2011-06-03 | 2011-12-22 | 华为技术有限公司 | Method, call centre and system for seat terminal to receive call |
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| CN111510562A (en) * | 2020-04-15 | 2020-08-07 | 中国银行股份有限公司 | Call center outbound seat regulation and control method and device |
| CN111510562B (en) * | 2020-04-15 | 2021-07-16 | 中国银行股份有限公司 | Call center outbound seat regulation and control method and device |
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