CN103428381A - Agent redistribution method and device - Google Patents
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- CN103428381A CN103428381A CN2012101602856A CN201210160285A CN103428381A CN 103428381 A CN103428381 A CN 103428381A CN 2012101602856 A CN2012101602856 A CN 2012101602856A CN 201210160285 A CN201210160285 A CN 201210160285A CN 103428381 A CN103428381 A CN 103428381A
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Abstract
The invention discloses an agent redistribution method and device. The method comprises the steps that in a conversation process of a first agent and a user, the fact that an on-hook event received by a call center comes from the first agent is determined; an agent is redistributed to the user having a conversation with the first agent, and the user is kept to be connected with the call center. By means of the agent redistribution method and device, the problem that the conversation between the agent and the user is interrupted due to agent reasons in the conversation process of the agent and the user is solved, and user experience is improved.
Description
Technical field
The present invention relates to the communications field, in particular to a kind of redistribution method of attending a banquet and device.
Background technology
(Call Center) is called again Customer Service Center in call center, be a kind of based on the computer communication integrated technology, can take full advantage of communication network and computer network multiple function integrated, and with the integrated information service system that enterprise is connected as a single entity, be one group and attend a banquet or the business agent of company concentrates and carries out the calling processing, sends the special system contacted with the user of calling out.Call center can provide the multiple business such as phone, fax, Email to the user, be mainly used to process the user to enterprise's requirement, complaint, suggestion and consulting etc., as 10000 in telecommunications industry, and 95555 in financial circles etc.
Along with the development of call center, the centralized office work of attending a banquet in the past progressively becomes the dispersion office, and the terminal of using of attending a banquet may be mobile terminal, and the fixing jitter that reaches mobile terminal in the position of attending a banquet, will cause the conversation meeting of attending a banquet with the user to be interrupted suddenly.In this case, the user will think to attend a banquet initiatively on-hook etc., thereby can affect user's satisfaction, even can cause complaint.
Summary of the invention
In the communication process of attending a banquet with the user, the problem because the reason of attending a banquet causes attending a banquet with user's dropped calls, the invention provides a kind of redistribution method of attending a banquet and device, at least to address the above problem.
According to an aspect of the present invention, provide a kind of redistribution method of attending a banquet, having comprised: in the first communication process of attending a banquet with the user, determined that the onhook event that call center receives attends a banquet from described first; For with the described first user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of described user and described call center.
Preferably, before with the described first user who attends a banquet conversation, redistributing and attend a banquet, also comprise: point out described user to attend a banquet for described user redistributes.
Preferably, for the described first user who attends a banquet conversation, redistributing and attend a banquet, comprising: again for described user assignment described first, attend a banquet; Perhaps for described user assignment other except described first attends a banquet available second in side of attending a banquet, attend a banquet.
Preferably, again for described user assignment described first, attend a banquet, comprising: send described the first request of attending a banquet of locking to described call center, so that described first attends a banquet in idle condition; Set up being connected that described call center attends a banquet with described first; Attend a banquet and again consult with described user and described first respectively, and set up the conversation of described user and described first between attending a banquet after having consulted.
Preferably, while for described user assignment described first, attending a banquet failure, described method also comprises: for described other in the described side of attending a banquet of described user assignment available second are attended a banquet.
Preferably, for described user assignment attend a banquet in side described other available second attend a banquet before, whether also comprise: pointing out described user is that described other in the described side of attending a banquet of described user assignment available second are attended a banquet; Receive the selection that described user returns according to described prompting; Determine and need to available second attend a banquet for described other in the described side of attending a banquet of described user assignment according to described selection.
Preferably, for described other in the described side of attending a banquet of described user assignment available second are attended a banquet, comprise: send urgent queuing request to described call center, request preferentially available second is attended a banquet for described user chooses second attending a banquet from described other of the described side of attending a banquet; Set up call center and the second being connected between attending a banquet of choosing; Respectively with described user and choose second attend a banquet and hold consultation, and after having consulted, set up described user and choose attend a banquet between conversation.
According to another aspect of the present invention, provide a kind of heavy distributor of attending a banquet, having comprised: determination module, at the first communication process of attending a banquet with the user, determine that the onhook event that call center receives attends a banquet from described first; Distribution module, be used to the described first user who attends a banquet conversation and redistribute and attend a banquet; Keep module, for keeping being connected of described user and described call center.
Preferably, described device also comprises: reminding module, and for pointing out described user, for redistributing, described user attends a banquet.
Preferably, described distribution module is for again attending a banquet for described user assignment described first; Or attend a banquet for described user assignment other except described first attends a banquet available second in side of attending a banquet.
Preferably, described distribution module is attended a banquet for described user assignment described first in such a way again: send described the first request of attending a banquet of locking to described call center, so that described first attends a banquet in idle condition; Set up being connected that described call center attends a banquet with described first; Attend a banquet and again consult with described user and described first respectively, and set up the conversation of described user and described first between attending a banquet after having consulted.
Preferably, described distribution module, also for for described user assignment described first while attending a banquet failure, for described other in the described side of attending a banquet of described user assignment available second are attended a banquet.
Preferably, described distribution module available second is attended a banquet for other in the described side of attending a banquet of described user assignment in such a way: send urgent queuing request to described call center, request preferentially available second is attended a banquet for described user chooses second attending a banquet from described other of the described side of attending a banquet; Set up call center and the second being connected between attending a banquet of choosing; Respectively with described user and choose second attend a banquet and hold consultation, and after having consulted, set up described user and choose attend a banquet between conversation.
By the present invention, in the communication process of attending a banquet with the user, determine that onhook event that call center receives is from attending a banquet, for this user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of this user and call center.Solved in the communication process of attending a banquet with the user, the problem because the reason of attending a banquet causes attending a banquet with user's dropped calls, improved user's experience.
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 redistribution method of attending a banquet of the embodiment of the present invention;
Fig. 2 is the schematic diagram according to the heavy distributor of attending a banquet of the embodiment of the present invention;
Fig. 3 is the schematic diagram of the heavy distributor of preferably attending a banquet according to the embodiment of the present invention;
Fig. 4 is the schematic diagram in the position of call center according to the ARCS system of the embodiment of the present invention;
Fig. 5 is the schematic diagram according to the automatic reclosing system of the embodiment of the present invention.
Embodiment
Hereinafter with reference to accompanying drawing, also describe the present invention in detail in conjunction with the embodiments.It should be noted that, in the situation that do not conflict, embodiment and the feature in embodiment in the application can combine mutually.
According to the embodiment of the present invention, a kind of redistribution method of attending a banquet is provided, because of the reason of attending a banquet, cause attending a banquet with user's call interruption after, again for user assignment, attend a banquet, the user who improves call center experiences.
Fig. 1 is the flow chart according to the redistribution method of attending a banquet of the embodiment of the present invention, and as shown in Figure 1, the method can comprise following step (step S102-step S104):
Step S102, in the first communication process of attending a banquet with the user, determine that the onhook event that call center receives attends a banquet from first;
Step S104, for the first user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of this user and call center.
By the embodiment of the present invention, in the communication process of attending a banquet with the user, determine that onhook event that call center receives is from attending a banquet, for this user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of this user and call center.Solved in the communication process of attending a banquet with the user, because of the problem that the reason of attending a banquet causes attending a banquet with user's dropped calls, the user who has improved call center experiences.
In the first communication process of attending a banquet with the user, the dropped calls of attending a banquet with the user due to the reason of attending a banquet, for example, due to the terminal of attending a banquet because Network Abnormal causes dropped calls, for the first user who attends a banquet conversation, redistributing and attend a banquet.In a preferred implementation of the embodiment of the present invention, in order further to improve the user, experience, for before redistributing and attend a banquet with the first user who attends a banquet conversation, can also point out the user to attend a banquet for this user redistributes.For example, redistributing for the user while attending a banquet, to user's play cuing voice, the user is current for the user redistributes, attends a banquet in prompting; Perhaps, also can send SMS message to the user, in short message, the reason of dropped calls appears in explanation, and explanation is attended a banquet for the user redistributes.By this preferred implementation, by attending a banquet, cause attending a banquet while occurring interrupting with user's communication, the prompting user attends a banquet for user assignment again, has further improved user's experience.
In a preferred implementation of the embodiment of the present invention, for redistributing while attending a banquet with the first user who attends a banquet conversation, can again for this user assignment first, attend a banquet, make first to attend a banquet and can continue as this user service is provided; Perhaps, also can attend a banquet for this user assignment other except first attends a banquet available second in side of attending a banquet, by what redistribute, second attend a banquet and provide service for the user.By this preferred implementation, realized attending a banquet for user assignment again, making can be again for the user provides service when dropped calls occurring, and the user that improve call center experiences.
Further, in a preferred implementation of the embodiment of the present invention, while again attending a banquet for user assignment first, can send to call center locking the first request of attending a banquet, so that first attend a banquet in idle condition, avoid first to attend a banquet by other CUs, and set up being connected that call center attends a banquet with first, after connecting, attend a banquet and again consult with this user and first respectively, and set up the conversation of user and first between attending a banquet after having consulted.By this preferred implementation, realized again for first of user assignment and user's communication, attending a banquet, make first to attend a banquet and can continue as this user uncompleted service is provided.
In a preferred enforcement side of the embodiment of the present invention, can be for user assignment first while attending a banquet failure, for attend a banquet other in side of this user assignment available second are attended a banquet.For example, again for user assignment first while attending a banquet, because the network environment of attending a banquet is still bad, other that can stress from attending a banquet so available second are attended a banquet for the user chooses second attending a banquet, and by second, attend a banquet and provide service for the user.By this preferred implementation, at first for user assignment first, attend a banquet, make first to attend a banquet as the user provides uncompleted service, first, attend a banquet while distributing unsuccessfully, for user assignment second, attend a banquet, improved user's experience, guaranteed the reliability of call center services.
Further, before other in the side of attending a banquet for user assignment available second are attended a banquet, whether can also point out the user is that attend a banquet other in side of this user assignment available second are attended a banquet, and receive the selection that the user returns according to prompting, determine and need to available second attend a banquet for attend a banquet other in side of this user assignment according to user's selection.For example, while for user assignment first, attending a banquet failure, by to user's playing alert tones, the prompting user redistributes first and attends a banquet unsuccessfully, and whether need to distribute other available second to attend a banquet to user prompting, the prompting user key-press is selected, for example, and if necessary, button " 1 ", if do not need, on-hook, the button of monitoring users, after receiving the selection that the user returns, judge whether need to distribute other available second to attend a banquet, if the user selects needs, for user assignment is attended a banquet in side, other available second are attended a banquet.By this preferred implementation, with the user, consult whether to distribute second to attend a banquet, the user participates in heavy assigning process, and the user who has improved call center experiences.
In a preferred implementation of the embodiment of the present invention, for user assignment is attended a banquet other in side available second while attending a banquet, can send to call center urgent queuing request, request preferentially available second is attended a banquet for the user chooses second attending a banquet from other of the side of attending a banquet, set up call center and the second being connected between attending a banquet of choosing, and respectively with the user and choose second attend a banquet and hold consultation, after having consulted, set up the user and choose attend a banquet between conversation.By this preferred implementation, preferably from other of the side of attending a banquet, available second for choosing second, the user attends a banquet attending a banquet, and avoid the user to wait for for a long time after dropped calls, and then improved user's experience.
According to the embodiment of the present invention, also provide a kind of heavy distributor of attending a banquet, in order to the said method of realizing that the embodiment of the present invention provides.The heavy distributor of attending a banquet of the embodiment of the present invention, can be set to, in call center, also can be arranged in the entity outside call center, with call center, realizes alternately said method.
Fig. 2 is the schematic diagram according to the heavy distributor of attending a banquet of the embodiment of the present invention, and as shown in Figure 2, this device mainly comprises: determination module 10, distribution module 20 and maintenance module 30.Wherein, determination module 10, at the first communication process of attending a banquet with the user, determine that the onhook event that call center receives attends a banquet from first; Distribution module 20, be coupled with determination module 10, is used to the first user who attends a banquet conversation and redistributes and attend a banquet; Keep module 30, be coupled with determination module 10, for keeping being connected of above-mentioned user and call center.
Pass through the embodiment of the present invention, in the communication process of attending a banquet with the user, determination module 10 determines that onhook event that call center receives is from attending a banquet, and distribution module 20 is for this user who attends a banquet conversation, redistributing and attend a banquet, and by keeping module 30 to keep being connected of these users and call center.Solved in the communication process of attending a banquet with the user, because of the problem that the reason of attending a banquet causes attending a banquet with user's dropped calls, the user who has improved call center experiences.
In the first communication process of attending a banquet with the user, due to the dropped calls that the reason of attending a banquet is attended a banquet with the user, distribution module 20 is for redistributing and attend a banquet with the first user who attends a banquet conversation.Experience in order further to improve the user, for before redistributing and attend a banquet with the first user who attends a banquet conversation, can also point out the user to attend a banquet for this user redistributes.Therefore, in a preferred implementation of the embodiment of the present invention, as shown in Figure 3, this device also comprises: reminding module 40, and for pointing out above-mentioned user, for redistributing, this user attends a banquet.For example, for the user, redistributing while attending a banquet, reminding module 40 is to user's play cuing voice, and the user is current for the user redistributes, attends a banquet in prompting; Perhaps, also can send SMS message to the user, in short message, the reason of dropped calls appears in explanation, and explanation is attended a banquet for the user redistributes.By this preferred implementation, the prompting user attends a banquet for user assignment again, has further improved user's experience.
For redistributing while attending a banquet with the first user who attends a banquet conversation, can again for this user assignment first, attend a banquet, make first to attend a banquet and can continue as this user service is provided; Perhaps, also can attend a banquet for this user assignment other except first attends a banquet available second in side of attending a banquet, by what redistribute, second attend a banquet and provide service for the user.Therefore, in a preferred implementation of the embodiment of the present invention, distribution module 20 can be for again attending a banquet for above-mentioned user assignment first, or be used to above-mentioned user assignment other except first attends a banquet available second in side of attending a banquet to attend a banquet.By this preferred implementation, realized attending a banquet for user assignment again, making can be again for the user provides service when dropped calls occurring, and the user that improve call center experiences.
Further, in a preferred implementation of the embodiment of the present invention, when distribution module 20 is attended a banquet for user assignment first again, can send to call center locking the first request of attending a banquet, so that first attend a banquet in idle condition, avoid first to attend a banquet by other CUs, and set up being connected that call center attends a banquet with first, after connecting, attend a banquet and again consult with this user and first respectively, and set up the conversation of user and first between attending a banquet after having consulted.By this preferred implementation, realized again for first of user assignment and user's communication, attending a banquet, make first to attend a banquet and can continue as this user uncompleted service is provided.
In a preferred enforcement side of the embodiment of the present invention, can be for user assignment first while attending a banquet failure, by distribution module 20, for attend a banquet other in side of this user assignment, available second attended a banquet.For example, again for user assignment first while attending a banquet, because the network environment of attending a banquet is still bad, other that can stress from attending a banquet so available second are attended a banquet for the user chooses second attending a banquet, and by second, attend a banquet and provide service for the user.By this preferred implementation, at first for user assignment first, attend a banquet, make first to attend a banquet as the user provides uncompleted service, first, attend a banquet while distributing unsuccessfully, for user assignment second, attend a banquet, improved user's experience, guaranteed the reliability of call center services.
Further, in a preferred implementation of the embodiment of the present invention, in the side of attending a banquet for user assignment in distribution module 20 other available second attend a banquet before, whether can also point out the user is that attend a banquet other in side of this user assignment available second are attended a banquet, and receive the selection that the user returns according to prompting, determine and need to available second attend a banquet for attend a banquet other in side of this user assignment according to user's selection.For example, while for user assignment first, attending a banquet failure, by to user's playing alert tones, the prompting user redistributes first and attends a banquet unsuccessfully, and whether need to distribute other available second to attend a banquet to user prompting, the prompting user key-press is selected, for example, and if necessary, button " 1 ", if do not need, on-hook, the button of monitoring users, after receiving the selection that the user returns, judge whether need to distribute other available second to attend a banquet, if the user selects needs, for user assignment is attended a banquet in side, other available second are attended a banquet.By this preferred implementation, with the user, consult whether to distribute second to attend a banquet, the user participates in heavy assigning process, and the user who has improved call center experiences.
In a preferred implementation of the embodiment of the present invention, distribution module 20 is attended a banquet other in side available second while attending a banquet for user assignment, can send to call center urgent queuing request, request preferentially available second is attended a banquet for the user chooses second attending a banquet from other of the side of attending a banquet, set up call center and the second being connected between attending a banquet of choosing, and respectively with the user and choose second attend a banquet and hold consultation, after having consulted, set up the user and choose attend a banquet between conversation.By this preferred implementation, preferably from other of the side of attending a banquet, available second for choosing second, the user attends a banquet attending a banquet, and avoid the user to wait for for a long time after dropped calls, and then improved user's experience.
Below by specific embodiment, be described.
According to the specific embodiment of the invention, by an automatic reclosing system (Auto Re-Connect System of stack in former call center, referred to as ARCS), ARCS in Zhong De position, call center as shown in Figure 4, completed in the situation that do not affect original calling system call function and flow process, cause calling to be hung up because of the side Network Abnormal of attending a banquet after, to the talking link reclosing of attending a banquet.
Fig. 5 is the schematic diagram according to the automatic reclosing system of the embodiment of the present invention; as shown in Figure 5; this system mainly comprises: abnormal protection module (Exceptional Safe Module; referred to as ESM) 50, attending a banquet reconnects module (Agent Connect Module; referred to as ACM) 60 and urgent queue module (Emergent Queue Module, EQM) 70.
ARCS system in the specific embodiment of the invention, the heavy distributor of attending a banquet that is equivalent to the above embodiment of the present invention, ESM module 50 has realized the prompt facility of determination module 10 and reminding module 40, and ACM module 60 and EQM module 70 have realized the heavy distribution function of distribution module 20.
The equipment at the existing call center that in embodiments of the present invention, call center system is.Increase an ARCS system on the existing call centring system, attend a banquet with user's communication excessively in, if onhook event is received by call center, be the side of attending a banquet, to the ARCS system request, process, the link of user's side is temporarily hung on.
After the ARCS system is received the on-hook request, by ESM module 50, to the user, play friendly sound, and collect user's button request.Complete the control of whole flow process simultaneously, and with the interworking of call center.ACM module 60, be aborted attend a banquet reconnect calling, and newly attending a banquet that queuing is found, called out and connected.EQM module 70, the user who is preferably the service of being aborted looks for and attending a banquet, to call center's request priority allocation idle seating.EQM module 70 replies to ESM module 50 after must arriving attending a banquet that call center returns.ESM module 50 request ACM modules 60 are called out newly assigned attending a banquet, and then to attending a banquet, hold consultation with the user (invite), and set up conversation.
According to the specific embodiment of the invention, the automatic reclosing method of attending a banquet mainly comprises following step:
Step 1, call center sends request to the ARCS system, and this is called out and hangs up non-interruption after receiving the abnormal BCSM event of interrupting of side conversation of attending a banquet.
In step 1, attend a banquet with user's communication excessively in, if onhook event is received by call center, be the side of attending a banquet, to the ARCS system request, process, the link of user's side is temporarily hung on.
Step 2, after the ARCS system is received the on-hook request, serve as the virtual session initiation protocol of attending a banquet (Session Initiation Protocol, referred to as SIP) terminal by ESM module 50, direct and user terminal is consulted and converses temporarily, simultaneously according to intended flow, play friendly sound to the user, the prompting user " due to the network cause specific, attends a banquet and temporarily can't provide service; just a moment,please a moment, and we attend a banquet for you reclose this ".ESM module 50 sends the request of this state of attending a banquet of locking simultaneously to call center system, in order to attend a banquet, can continue as the user and complete uncompleted consulting or business handling service.
Step 3, ESM module 50 notice ACM modules 60, complete the direct calling work to the terminal of attending a banquet by ACM module 60, after calling completes, to attending a banquet, again consult (re-invite), and the user who is aborted service is also consulted again, attend a banquet and after the user consults successfully, re-establish conversation.Now the user still can with the original uncompleted service of having attended a banquet, improved user's satisfaction.
Step 4, if ACM module 60 can't be called out former attending a banquet, for example, the former network of attending a banquet can't be resolved always, after 15 seconds, (according to actual needs other times can be set), ACM module 60 is replied ESM module 50 results.ESM module 50, to user's playing alert tones " awfully sorry, due to the network cause specific, can't reclose this and attend a banquet.Please by prompt tone, operate: 1. be preferably you connect other attend a banquet for you the service.2. directly on-hook ".If the user selects 1, ESM module 50 sends urgent queuing request to EQM module 70.EQM module 70 sends urgent queuing request to call center, priority allocation available vacant attending a banquet in call center's is used to the user.
In embodiments of the present invention, call center provides the function of priority queue to the ARCS system, makes call center in the situation that abnormal, and the very first time is preferably idle seating of ARCS system queuing route.
Step 5, EQM module 70 replies to ESM module 50 after must arriving attending a banquet that call center returns.ESM module 50 request ACM modules 60 are called out newly assigned attending a banquet, and then to attending a banquet and the user invite that holds consultation, and set up conversation.
Pass through the specific embodiment of the invention, call center can be when causing the user to serve because of the side network reason of attending a banquet being interrupted, for user assignment heavily distributes and attends a banquet, make the user can be because of the side of attending a banquet because the network reason makes dropped calls, and cause the dissatisfied of service disruption, and can be because call center can fully take into account user's the user's service that is felt as, make the user can approve the service of call center, improved user's service satisfaction, also reduced the customer complaint possibility, the user who has improved call center experiences.
From above description, can find out, the present invention has realized following technique effect: in the communication process of attending a banquet with the user, determine that onhook event that call center receives is from attending a banquet, for with this user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of this user and call center.Solved in the communication process of attending a banquet with the user, because of the problem that the reason of attending a banquet causes attending a banquet with user's dropped calls, the user who has improved call center experiences.Further, can redistribute former attending a banquet for the user, can be also other available attending a banquet of user assignment, and implementation is flexible.Simultaneously, at first distribute former attending a banquet, formerly attend a banquet after distributing unsuccessfully that other are attended a banquet for user assignment, improved the reliability of heavily distributing.
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, and in some cases, can carry out step shown or that describe with the order be different from herein, 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 (13)
1. a redistribution method of attending a banquet, is characterized in that, comprising:
In the first communication process of attending a banquet with the user, determine that the onhook event that call center receives attends a banquet from described first;
For with the described first user who attends a banquet conversation, redistributing and attend a banquet, and keep being connected of described user and described call center.
2. method according to claim 1, is characterized in that, before with the described first user who attends a banquet conversation, redistributing and attend a banquet, also comprises:
Point out described user to attend a banquet for described user redistributes.
3. method according to claim 1, is characterized in that, for the described first user who attends a banquet conversation, redistributing and attend a banquet, comprising:
Again for described user assignment described first, attend a banquet; Perhaps
For described user assignment other except described first attends a banquet available second in side of attending a banquet are attended a banquet.
4. method according to claim 3, is characterized in that, again for described user assignment described first, attends a banquet, and comprising:
Send described the first request of attending a banquet of locking to described call center, so that described first attends a banquet in idle condition;
Set up being connected that described call center attends a banquet with described first;
Attend a banquet and again consult with described user and described first respectively, and set up the conversation of described user and described first between attending a banquet after having consulted.
5. method according to claim 4, is characterized in that, while for described user assignment described first, attending a banquet failure, described method also comprises:
For described other in the described side of attending a banquet of described user assignment available second are attended a banquet.
6. method according to claim 5, is characterized in that, for described user assignment attend a banquet in side described other available second attend a banquet before, also comprise:
Whether point out described user is that described other in the described side of attending a banquet of described user assignment available second are attended a banquet;
Receive the selection that described user returns according to described prompting;
Determine and need to available second attend a banquet for described other in the described side of attending a banquet of described user assignment according to described selection.
7. according to claim 3 or 5 or 6 described methods, it is characterized in that, available second attend a banquet for described other in the described side of attending a banquet of described user assignment, comprising:
Send urgent queuing request to described call center, request preferentially available second is attended a banquet for described user chooses second attending a banquet from described other of the described side of attending a banquet;
Set up call center and the second being connected between attending a banquet of choosing;
Respectively with described user and choose second attend a banquet and hold consultation, and after having consulted, set up described user and choose attend a banquet between conversation.
8. a heavy distributor of attending a banquet, is characterized in that, comprising:
Determination module, at the first communication process of attending a banquet with the user, determine that the onhook event that call center receives attends a banquet from described first;
Distribution module, be used to the described first user who attends a banquet conversation and redistribute and attend a banquet;
Keep module, for keeping being connected of described user and described call center.
9. device according to claim 8, is characterized in that, described device also comprises:
Reminding module, attend a banquet for described user redistributes for pointing out described user.
10. device according to claim 8, is characterized in that, described distribution module is for again attending a banquet for described user assignment described first, or be that described user assignment other except described first attends a banquet available second in side of attending a banquet are attended a banquet.
11. device according to claim 10, is characterized in that, described distribution module is attended a banquet for described user assignment described first in such a way again:
Send described the first request of attending a banquet of locking to described call center, so that described first attends a banquet in idle condition;
Set up being connected that described call center attends a banquet with described first;
Attend a banquet and again consult with described user and described first respectively, and set up the conversation of described user and described first between attending a banquet after having consulted.
12. device according to claim 11, is characterized in that, described distribution module, also for for described user assignment described first while attending a banquet failure, for described other in the described side of attending a banquet of described user assignment available second are attended a banquet.
13. according to claim 10 to the described device of any one in 12, it is characterized in that, described distribution module available second is attended a banquet for other in the described side of attending a banquet of described user assignment in such a way:
Send urgent queuing request to described call center, request preferentially available second is attended a banquet for described user chooses second attending a banquet from described other of the described side of attending a banquet;
Set up call center and the second being connected between attending a banquet of choosing;
Respectively with described user and choose second attend a banquet and hold consultation, and after having consulted, set up described user and choose attend a banquet between conversation.
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