CN103634485A

CN103634485A - Automatic call distributor and realization method thereof

Info

Publication number: CN103634485A
Application number: CN201310603947.7A
Authority: CN
Inventors: 田兆俊
Original assignee: GUANGZHOU FOCUSTAR TECHNOLOGY Co Ltd
Current assignee: GUANGZHOU FOCUSTAR TECHNOLOGY Co Ltd
Priority date: 2013-11-25
Filing date: 2013-11-25
Publication date: 2014-03-12
Anticipated expiration: 2033-11-25
Also published as: CN103634485B

Abstract

The invention provides a realization method of an ACD (automatic call distributor). The realization method can be used for distributing calls according to the priority of customers, and introducing a client information and incoming call enqueuing algorithm arithmetic unit which can be used for calling client information data in a client information database on the basis of the existing ACD. The executed incoming call enqueuing algorithm comprises the following steps of AS1, starting an ACD system; AS2, loading VIP numbers in the client information database and setting priority for the VIP numbers according to a preset rule; AS3, sorting the VIP numbers set with the priority and storing the sorted VIP numbers as a VIP sequence table; AS4, switching in an incoming call, comparing the incoming telephone number with telephone numbers in the VIP sequence table according to the preset rule, and inserting the incoming telephone number into an incoming call queue according to the comparison result; AS5, finishing the operation. The invention also provides the ACD capable of distributing calls according to the priority of the customers. The traditional service rule that the incoming calls can only wait according to the incoming time sequence is changed, and the customer experience is favorably improved.

Description

ACD and its implementation

Technical field

The present invention relates to call center system, refer to especially a kind of ACD and its implementation.

Background technology

ACD (Automatic Call Distributor, Chinese: automatic call distributor) serving as in call center system phone incoming call after system, carry out manual service and automatically divide the role of configuration, its core realizes queuing capability exactly, generally by join the team algorithm, phone incoming call of phone incoming call, is gone out join the team algorithm, operator attendance of group algorithm, operator attendance and is gone out group algorithm and realize its function.

In order to realize queuing capability, the inner meeting of ACD form two queues by phone incoming call queue and operator attendance queue and form.

As shown in figure 10, in existing ACD, when phone incoming call queue is joined the team, what adopt is that the phone of the system that newly enters is always appended to queue afterbody, that while going out group, adopt is first in first out (First Input First Output, abbreviation FIFO) algorithm selects phone to carry out operator attendance distribution, and in other words, existing ACD can select the phone that enters into the earliest system to carry out operator attendance distribution.

In existing ACD, operator attendance is divided into ，Yi Ge teams and groups of one or more teams and groups and can be comprised of one or more operator attendances.Operator attendance queue adopts is that polling algorithm selects idle operator attendance to carry out operator attendance service for the phone of selecting from phone incoming call queue.

What phone incoming call queue is adopted due to existing ACD is FIFO algorithm and what operator attendance queue was adopted is polling algorithm, therefore has following shortcoming and defect:

1, owing to entering into after incoming call queue, that go out group algorithm employing is FIFO, and while therefore some key customers being needed to priority access, existing ACD cannot meet.

What 2, adopt due to selection to operator attendance is polling mode, if certain phone incoming call after system, wishes that last as far as possible operator attendance of having served this outside line is when this still provides service, existing ACD cannot meet.

What 3, adopt due to selection to operator attendance is polling mode, if the time that some operator attendance and outside line are conversed is always very short, there will be phone that some operator attendance answers more than other operator attendances, occurs that phone amount answers unjust situation.

4, existing ACD has been divided into different teams and groups operator attendance, but in same teams and groups, in fact often the different technical ability of attending a banquet may be not quite similar, and have a plurality of operator attendances of same technical ability, his level of skill also may be different, because existing ACD does not introduce this feature of technical ability for operator attendance, therefore attending a banquet in same teams and groups cannot further be carried out technical ability selection again, more can not preferentially select operator attendance by level of skill.

Summary of the invention

The present invention proposes a kind of ACD and its implementation, can set voluntarily phone allocation rule by user, as carried out phone distribution according to client priority level (PRI), changed the service regulation that Inbound Calls can only be waited for according to incoming call time sequencing in the past, be conducive to improve customer experience.

Technical scheme of the present invention is achieved in that

First, the invention provides a kind of ACD implementation method, it is on the basis of existing ACD, introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, customer data in described customer data database at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule that pre-establishes, and described customer data and the phone incoming call performed phone incoming call of the algorithm arithmetic unit algorithm of joining the team of joining the team comprises the following steps:

AS1) start ACD system;

AS2) be written into the VIP number in customer data database and for it, set priority according to predefined rule;

AS3) the VIP number that is provided with priority is sorted and is stored as VIP sequence table;

AS4) access Inbound Calls, compares described Inbound Calls number, and according to comparative result, its priority is set according to the phone in predefined rule and VIP sequence table, and this Inbound Calls is inserted to Inbound Calls queue;

AS5) finish this computing.

In technique scheme, concrete, steps A S2) can comprise the following steps:

AS21) be written into the VIP number in customer data database;

AS22) described VIP number is arranged to priority according to its VIP rank, described priority is 1 to 100 numerical value, and the priority value of described VIP number is larger represents that it more needs the preferential service that obtains.

In technique scheme, steps A S3) can first described VIP number be sorted, such as according to the numerical value of described VIP number from big to small or sort from small to large, then sorted VIP sequence table be stored; Described VIP sequence table is stored in a database table or internal memory becomes in list.

In technique scheme, concrete, steps A S4) can comprise the following steps:

AS41) access Inbound Calls;

AS42) telephone number of the Inbound Calls number of access and described VIP sequence table is compared, judge whether it is VIP number, and the priority of described Inbound Calls number is set according to judged result;

AS43) according to the priority value of described Inbound Calls number, be inserted into the correct position of phone incoming call queue.

More specifically, in technique scheme, steps A S42) can complete by following steps:

AS421) obtain the number of the Inbound Calls of access;

AS422) the minimum telephone number in Inbound Calls number and described VIP sequence table and the value of maximum telephone number are compared respectively, judge that described Inbound Calls number is whether within the scope of VIP sequence table; If so, carry out AS423); If not, carry out AS424);

AS423) continue to search and judge that this Inbound Calls number is whether in VIP sequence table; If so, obtain the priority value of this VIP number and be set to the priority value of described Inbound Calls number, turn AS43); If not, carry out AS424);

AS424) priority of this Inbound Calls number is set to 0, turns AS43).

In technique scheme, telephone number in above-mentioned VIP sequence table is or ascending sort descending according to its telephone number numerical value preferably, like this at execution step AS423) time, can adopt bisearch algorithm to carry out fast finding, to determine whether this Inbound Calls number is present in described VIP sequence table, with and particular location.

More specifically, in technique scheme, steps A S43) can complete by following steps:

AS431) obtain the priority of described Inbound Calls number, and judge whether its value is 0; If so, turn AS433; If not, carry out AS432);

AS432) value of the priority of existing telephone in the value of described Inbound Calls number priority and phone incoming call queue is compared; When if the value that phone incoming call queue is empty or this Inbound Calls number priority is greater than the maximum of existing telephone priority, this Inbound Calls is inserted to phone incoming call queue foremost; If in the time of between the priority value of the value of this Inbound Calls number priority in two existing telephones, before this Inbound Calls is inserted into the existing telephone that priority value is less, carry out S5);

AS433) this Inbound Calls is inserted to the end of phone incoming call queue, carry out S5).

As from the foregoing, existing telephone in described phone incoming call queue is by front end, to end, to be arranged successively according to its priority is descending, so when concrete Query priority value is not position in phone incoming call queue of 0 Inbound Calls, also can adopt bisearch algorithm to accelerate seek rate, can certainly adopt other modes such as sequential search.

The above-mentioned method of distributing phone according to client priority level (PRI) of having introduced customer data, its phone incoming call goes out group algorithm and can adopt the most front mode that preferentially goes out team of queue to go out team.

The implementation method of above-mentioned ACD, it divides timing can also introduce operator attendance skill management pattern carrying out operator attendance, it is for calling the data of operator attendance skill management database, in described operator attendance skill management database, store the ID of each operator attendance, and the technical ability classification that has of this operator attendance and these other data of technical ability level, when adopting operator attendance skill management pattern, ACD carries out the distribution of Inbound Calls according to the technical ability classification of operator attendance and rank data, join the team algorithm and to go out group algorithm as follows of its operator attendance:

The operator attendance algorithm of joining the team comprises the following steps:

BS1) receive idle operator attendance log-on message, and the group of attending a banquet under being logged on;

BS2) attend a banquet under being inserted into according to the technical ability classification of this operator attendance of login in the queue queue of group;

Operator attendance goes out group algorithm and comprises the following steps:

BS3) receive the Inbound Calls that goes out team in phone incoming call queue, obtain its needed service type information;

BS4) according to the needed COS of described Inbound Calls, dispense into the group of attending a banquet that this service is provided;

BS5) according to the rule pre-establishing, in being provided, the group of attending a banquet of this service selects suitable operator attendance;

BS6) selected operator attendance goes out team and connects described Inbound Calls.

In technique scheme, step BS2) be specifically as follows the end of the queue queue of the group of attending a banquet under the operator attendance of login is inserted; Or the end of other operator attendance queue of the identical skill type of group of attending a banquet under the operator attendance of login is inserted; Or by the technical ability rank of the operator attendance of login with under the attend a banquet technical ability rank of identical other operator attendance of skill type of group compare, and insert correct position according to other value of its technical ability level, described suitable position can adopt following judgment rule:

Other value of technical ability level of any identical other operator attendance of skill type of group if attend a banquet under other value of technical ability level of the operator attendance of login is greater than, other operator attendance queue of the identical skill type of the group of attending a banquet under being inserted into is foremost;

If other value of technical ability level of the operator attendance of login is between other value of technical ability level of affiliated two identical other operator attendances of skill type of group of attending a banquet, before being inserted into the operator attendance that other value of technical ability level is less;

If other value of technical ability level of the operator attendance of login with under attend a banquet that to organize other value of technical ability level of identical other operator attendance of skill type identical, after being inserted into this operator attendance;

Other value of technical ability level of any identical other operator attendance of skill type of group if attend a banquet under other value of technical ability level of operator attendance of login is less than, attends a banquet under being inserted into and organizes the end of other operator attendance queue of identical skill type.

In technique scheme, step BS5) in, select suitable operator attendance, its preference pattern has: best technical ability match pattern, or last service is attended a banquet and is preferentially answered, and answer workload mean allocation pattern, or be combined with after in some way any two kinds of patterns or three kinds of patterns being sorted.

For example adopt last service to attend a banquet preferentially to answer, best technical ability coupling next and answer the last mode of workload mean allocation and carry out operator attendance and go out team, be i.e. step BS5) can comprise the following steps:

BS541) search and whether judge in the group of attending a banquet that this service is provided available free operator attendance; If had, carry out BS542); If no, returned;

BS542) further obtain as this Inbound Calls incoming call last time provides the information of the operator attendance of service, and judge that this operator attendance is whether in idle operator attendance queue; If, select this to attend a banquet, turn BS6); If this Inbound Calls is for sending a telegram here first or for this Inbound Calls incoming call last time provides the operator attendance of service not in idle operator attendance queue, carrying out BS543);

BS543) obtain other information of the needed skill type of this Inbound Calls, judge in idle operator attendance queue and whether have and have other operator attendance of this skill type; If have, carry out BS544); If nothing, turns BS545);

BS544) in more idle operator attendance queue, have its corresponding other value of technical ability level of other operator attendance of this skill type, and select technical ability level and be else worth maximum operator attendance, turn BS6);

BS545) transfer the quantity that each idle operator attendance receives calls, relatively and the operator attendance of the minimum number of selecting to receive calls; Turn BS6).

The present invention also provides a kind of ACD, and its special character is:

Introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, customer data in described customer data database at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule that pre-establishes, and described customer data and the phone incoming call algorithm arithmetic unit of joining the team comprises with lower module:

Start module, start the phone incoming call algorithm of joining the team;

Customer data is written into and priority level initializing module, in order to be written into the VIP number in customer data database and to set priority according to predefined rule for it;

VIP number order module, in order to sort the VIP number that is provided with priority be stored as VIP sequence table;

Inbound Calls access and Inbound Calls queue order module, in order to access Inbound Calls, described Inbound Calls number is compared according to the phone in predefined rule and VIP sequence table, and according to comparative result, its priority is set, and this Inbound Calls is inserted to Inbound Calls queue;

Finish module, the terminating telephone incoming call algorithm of joining the team.

In technique scheme, concrete, customer data is written into and priority level initializing module comprises that customer data is written into unit and VIP number priority setting unit, described customer data is written into unit can call the data information in customer data database, described VIP number priority setting unit arranges priority by described VIP number according to its VIP rank, described priority is 1 to 100 numerical value, and the priority value of described VIP number is larger represents that it more needs the preferential service that obtains.

In technique scheme, VIP number order module sorts described VIP number, and it can be according to the numerical value of described VIP number from big to small or sort from small to large, and sorted VIP sequence table stored; Described VIP sequence table is stored in a database table or internal memory becomes in list.

In technique scheme, concrete, Inbound Calls access and Inbound Calls queue order module can comprise:

Inbound Calls access module;

The judgement of Inbound Calls number and priority arrange module, in order to the telephone number of the Inbound Calls number of access and described VIP sequence table is compared, judge whether it is VIP number, and the priority of described Inbound Calls number is set according to judged result;

The Inbound Calls module of joining the team, is inserted into the correct position of phone incoming call queue according to the priority value of described Inbound Calls number.

More specifically, in technique scheme, Inbound Calls number judgement and priority arrange module and comprise:

Inbound Calls number acquiring unit, in order to obtain the telephone number of Inbound Calls;

Inbound Calls number comparison judgment unit, in order to the minimum telephone number in Inbound Calls number and described VIP sequence table and the value of maximum telephone number are compared respectively, judge that described Inbound Calls number is whether within the scope of VIP sequence table, and judged result is fed back to the Inbound Calls number priority setting unit in its downstream;

Inbound Calls number priority setting unit, the priority value of Inbound Calls number is set: if Inbound Calls number belongs to VIP phone according to the value of feedback of Inbound Calls number comparison judgment unit, obtain the priority value of this VIP number and be set to the priority value of described Inbound Calls number, otherwise the priority of this Inbound Calls number is set to 0.

In technique scheme, telephone number in above-mentioned VIP sequence table is or ascending sort descending according to its telephone number numerical value preferably, Inbound Calls number judging unit can adopt bisearch algorithm to carry out fast finding like this, to determine whether this Inbound Calls number is present in described VIP sequence table, with and particular location.

More specifically, in technique scheme, the Inbound Calls module of joining the team can comprise:

Inbound Calls number comparing unit, in order to the priority value of existing telephone in the priority value of Inbound Calls number and phone incoming call queue is compared, and by the Inbound Calls number that comparative result feeds back to its downstream unit of joining the team;

The Inbound Calls number unit of joining the team, according to the value of feedback of Inbound Calls number comparing unit, described Inbound Calls is inserted in phone incoming call queue: if when the value that phone incoming call queue is empty or this Inbound Calls number priority is greater than the maximum of existing telephone priority, this Inbound Calls is inserted to phone incoming call queue foremost; If in the time of between the priority value of the value of this Inbound Calls number priority in two existing telephones, before this Inbound Calls is inserted into the existing telephone that priority value is less; If the value of this Inbound Calls number priority is 0, this Inbound Calls is inserted to the end of phone incoming call queue.

The ACD that adopts technique scheme, also comprises that phone incoming call goes out group module, and it goes out team according to the most front mode that preferentially goes out team of queue by the phone in phone incoming call queue.

Above-mentioned ACD, it divides timing can also introduce operator attendance skill management module and operator attendance skill management database carrying out operator attendance, in described operator attendance skill management database, store the ID of each operator attendance, technical ability classification and this other data of technical ability level that it has, when adopting operator attendance skill management module, ACD carries out the distribution of Inbound Calls according to the technical ability classification of operator attendance and rank data, and described operator attendance skill management module comprises:

The operator attendance submodule of joining the team, it comprises:

Idle operator attendance login unit, in order to receive idle operator attendance log-on message, and the group of attending a banquet under being logged on;

The idle operator attendance unit of joining the team, in the queue queue in order to the group of attending a banquet under being inserted into according to the technical ability classification of the operator attendance of login;

Operator attendance goes out group submodule:

Go out group telephone service type acquiring unit, in order to receive the Inbound Calls that goes out team in phone incoming call queue, obtain its needed service type information;

Go out group phone agent and organize allocation units, according to the needed COS of described Inbound Calls, dispense into the group of attending a banquet that this service is provided;

Operator attendance selected cell is selected suitable operator attendance according to the rule pre-establishing in the group of attending a banquet of this service is provided;

Closing of the circuit unit, selected operator attendance goes out team and connects described Inbound Calls.

In technique scheme, in operator attendance selected cell, select suitable operator attendance, its preference pattern has: best technical ability match pattern, or last service is attended a banquet and is preferentially answered, and answer workload mean allocation pattern, or be combined with after in some way any two kinds of patterns or three kinds of patterns being sorted.

For example adopt last service to attend a banquet preferentially to answer, best technical ability coupling next and answer the last mode of workload mean allocation and carry out operator attendance and go out team, operator attendance selected cell can comprise the following steps:

Idle seating is searched unit, searches and whether judges in the group of attending a banquet that this service is provided available free operator attendance;

Incoming call last time seating stand is searched unit, in order to obtain the information that the operator attendance of service is provided for this Inbound Calls incoming call last time, judges that this operator attendance is whether in idle operator attendance queue; If, by result feedback to idle seating selected cell; If do not existed, result feedback is attended a banquet and searched unit to the technical ability coupling in downstream;

Technical ability coupling is attended a banquet and is searched unit, and whether it receives incoming call last time seating stand and searches after unit feedack, obtains other information of the needed skill type of this Inbound Calls, judge in idle operator attendance queue and have and have other operator attendance of this skill type; If had, by result feedback to idle seating selected cell; If no, just result feedback to the idle seating telephone receiving amount comparing unit in downstream;

Idle seating telephone receiving amount comparing unit, it receives technical ability coupling and attends a banquet and search after unit feedback information, transfers the quantity that each idle operator attendance receives calls and is worth between two and compare, and comparative result is fed back to the idle seating selected cell in downstream;

Idle seating selected cell, it is according to the signal receiving selection of attending a banquet accordingly:

If receive while searching signal in idle operator attendance queue of operator attendance that unit represents that incoming call last time of this Inbound Calls provides service from incoming call last time seating stand, select incoming call last time of this Inbound Calls that the operator attendance of service is provided;

If receive from technical ability coupling, attend a banquet and search unit and represent in idle operator attendance queue, have while having other operator attendance signal of this skill type, its corresponding other value of technical ability level of operator attendance that has this classification technical ability in more idle operator attendance queue, selects technical ability level to be else worth maximum operator attendance;

If while receiving the signal from idle seating telephone receiving amount comparing unit, the operator attendance of the minimum number of selecting to receive calls.

In sum, due to automatic call distributor and its implementation of distributing phone according to client priority level (PRI) of the present invention, on the basis of existing ACD, introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, and the VIP rank corresponding with each client arranging according to the rule pre-establishing, and then realizes the client's priority allocation service of attending a banquet that VIP rank is high that makes, shorten the stand-by period, improve and call out the effect of experiencing.

And automatic call distributor and its implementation of distributing phone according to client priority level (PRI) of the present invention, introduced operator attendance skill management pattern, the technical ability classification having according to each operator attendance and technical ability level allocation Inbound Calls, make this automatic call distributor, can realize to Inbound Calls, need to serve carry out technical ability coupling, last service is attended a banquet and is preferentially answered and answer the effect of workload mean allocation.

Accompanying drawing explanation

In order to be illustrated more clearly in the embodiment of the present invention or technical scheme of the prior art, to the accompanying drawing of required use in embodiment or description of the Prior Art be briefly described below, apparently, accompanying drawing in the following describes is only some embodiments of the present invention, for those of ordinary skills, do not paying under the prerequisite of creative work, can also obtain according to these accompanying drawings other accompanying drawing.

Fig. 1 is the join the team schematic flow sheet of algorithm of phone incoming call in ACD implementation method of the present invention;

Fig. 2 is the steps A S4 in algorithm that joins the team of phone incoming call shown in Fig. 1) the schematic flow sheet of a kind of embodiment;

Fig. 3 is the steps A S42 in algorithm that joins the team of phone incoming call shown in Fig. 1) the schematic flow sheet of a kind of embodiment;

Fig. 4 is the steps A S43 in algorithm that joins the team of phone incoming call shown in Fig. 1) the schematic flow sheet of a kind of embodiment;

Fig. 5 is that in ACD implementation method of the present invention, operator attendance is joined the team and goes out the schematic flow sheet of a kind of embodiment of group algorithm;

Fig. 6 is that operator attendance shown in Fig. 5 is joined the team and goes out step BS5 in group algorithm) the schematic flow sheet of a kind of embodiment;

Fig. 7 is the customer data of ACD of the present invention and the phone incoming call algorithm ALU architecture schematic diagram of joining the team;

Fig. 8 has introduced the Inbound Calls that customer data and phone incoming call join the team after algorithm arithmetic unit to join the team and queue order mode schematic diagram;

Fig. 9 is the idle operator attendance queue schematic diagram of introducing in ACD of the present invention and its implementation after skill management;

Figure 10 is the idle operator attendance queue of the ACD of prior art and goes out group mode schematic diagram.

Embodiment

Below in conjunction with the accompanying drawing in the embodiment of the present invention, the technical scheme in the embodiment of the present invention is clearly and completely described, obviously, described embodiment is only the present invention's part embodiment, rather than whole embodiment.Embodiment based in the present invention, those of ordinary skills, not making the every other embodiment obtaining under creative work prerequisite, belong to the scope of protection of the invention.

Following part Jiang Yi market client service center is example, specifically tells about automatic call distributor of the present invention and according to client priority level (PRI), distributes the method for phone, and the structure of automatic call distributor; Certainly this place simple example just, automatic call distributor of the present invention and can being applied in client service center's systems such as other ，Ru banks of various client service center, telecommunications, movement according to the method for client priority level (PRI) distribution phone.

First, the invention provides a kind of ACD implementation method, it is on the basis of existing ACD, introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, customer data in described customer data database at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule pre-establishing, described customer data and the phone incoming call performed phone incoming call of algorithm arithmetic unit of joining the team is joined the team algorithm as shown in Figure 1, comprises the following steps:

AS1) start ACD system;

AS5) finish this computing.

In the method, ACD system can be connected to customer data database, customer data in described customer data database generally at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule pre-establishing, in client service center's database such as market, the member card rank that client can handle according to it is divided into gold card member, silver card member, general member, the ranks such as non-member, it puts client under certain VIP rank or general member's class according to the consumption amount of money or miscellaneous stipulations, and be stored in customer data database, as market one side, VIP client can be provided more quality services, also can wish that the client that VIP is high can preferentially obtain service, obtaining better user experiences, after automatic call distributor system of the present invention starts, the join the team formula of algorithm arithmetic unit of customer data and phone incoming call is transferred the relative clients information in this customer data database, in the present embodiment, can only transfer and belong to member's rank and above customer data, even only transfer gold card member's data, need the customer data of transferring to be set voluntarily by market herein, or take the form of system default, the client who transfers belongs to the customers that need special service.

After being written into this type of VIP customer data that needs special service, algorithm arithmetic unit is joined the team in customer data and phone incoming call can be according to the rule of predetermining, as priority being set according to each client's rank for it, such as gold card member, silver card member and general member etc. can be corresponding different priority separately, this priority has represented that this client needs the preferential degree of serving of enjoying; The rule of this priority level initializing can be the form that system default was stipulated or taked in market voluntarily.

Afterwards, customer data and the phone incoming call algorithm arithmetic unit of joining the team needs the client's of special processing telephone number to sort according to certain rule these that are written into and are provided with priority from customer data database, and and be stored as VIP sequence table; When having phone incoming call, customer data and the phone incoming call algorithm arithmetic unit access Inbound Calls of joining the team, and the phone in itself and VIP sequence table is compared, according to comparative result, this Inbound Calls is inserted to Inbound Calls queue, such as this Inbound Calls is VIP phone, insert in Inbound Calls queue corresponding to its other position of level, if not, be inserted in Inbound Calls queue the position corresponding to regular phone.

In technique scheme, concrete, steps A S2) can comprise the following steps:

AS21) be written into the VIP number in customer data database;

Be more than a kind of concrete embodiment that priority is set, in market, can be according to gold card, silver card.General member puts member under in the interval of priority, can also be according to member's time limit of this client, the consumption amount of money etc. is further divided in detail, wants to provide the member of its Priority Service to put under in the different priorities of 1-100 in every market, and makes the member that priority is large more preferentially obtain service.Can certainly make the member that priority is little first obtain service, now only need those skilled in the art to make corresponding change to general member's class value, as member's priority value be set to 101.

In technique scheme, steps A S3) described VIP number is sorted, can be according to the numerical value of described VIP number from big to small or sort from small to large, and sorted VIP sequence table is stored; Described VIP sequence table is stored in a database table or in internal memory list.

In technique scheme, concrete, as shown in Figure 2, and steps A S4) can comprise the following steps:

AS41) access Inbound Calls;

More specifically, as shown in Figure 3, in technique scheme, steps A S42) can complete by following steps:

AS421) obtain the number of the Inbound Calls of access;

AS424) priority of this Inbound Calls number is set to 0, turns AS43).

More specifically, as shown in Figure 4, in technique scheme, steps A S43) can complete by following steps:

Above-mentioned ACD implementation method, it divides timing can also introduce operator attendance skill management pattern and operator attendance skill management database carrying out operator attendance, in described operator attendance skill management database, store the ID of each operator attendance, and the technical ability classification that has of the operator attendance corresponding with it and these other data of technical ability level, when adopting operator attendance skill management pattern, ACD carries out the distribution of Inbound Calls according to the technical ability classification of operator attendance and rank data, as shown in Figure 5, join the team algorithm and to go out group algorithm as follows of its operator attendance:

Operator attendance goes out group algorithm and comprises the following steps:

In said method, operator attendance belongs to respectively the difference group of attending a banquet according to its responsibilities, such as the member's consulting in market attend a banquet group, goods return and replacement attend a banquet group, complain the group etc. of attending a banquet.And every its technical ability classification having of operator attendance is not identical yet, attending a banquet of having can only be answered Chinese phone, the good English-speaking of attending a banquet having, the client that can serve French languages who also has, the technical ability classification of so again attending a banquet according to each and the rank of its technical ability are divided operator attendance in detail, and by the ID of operator attendance, the group of attending a banquet under it data, the technical ability classification having, the rank of this technical ability etc. is stored in operator attendance skill management database, ACD system program of the present invention can call the above operator attendance data in this database, and according to the group of attending a banquet described in it, the different clients' of the technical ability having and the level allocation of technical ability Inbound Calls, certain ACD system of the present invention also can not adopted and be carried out in such a way joining the team and phone distribution of operator attendance, operator attendance is inserted to suitable position and specifically can take following execution mode herein:

If adopt the last service preferential answer mode of attending a banquet, in technique scheme, step BS5) specifically can comprise:

BS511) search and whether judge in the group of attending a banquet that this service is provided available free operator attendance; If had, carry out BS512); If no, returned;

BS512) further obtain as this Inbound Calls incoming call last time provides the information of the operator attendance of service, and judge that this operator attendance is whether in idle operator attendance queue; If, select this to attend a banquet, turn BS6); If this Inbound Calls is for sending a telegram here first or for this Inbound Calls incoming call last time provides the operator attendance of service not in idle operator attendance queue, carrying out BS513);

BS513) rule searching pre-establishing according to other is also selected suitable idle operator attendance; Turn BS6).

Step BS513 herein) can be that queue is the most front preferentially go out team to other rules that pre-establish in, or answer other any selective rules of setting as required of workload mean allocation etc.

If adopt best technical ability match pattern, in technique scheme, step BS5) specifically can comprise:

BS521) search and whether judge in the group of attending a banquet that this service is provided available free operator attendance; If had, carry out BS522); If no, returned;

BS522) obtain other information of the needed skill type of this Inbound Calls, judge in idle operator attendance queue and whether have and have other operator attendance of this skill type; If have, carry out BS523); If nothing, turns BS524);

BS523) in more idle operator attendance queue, have its corresponding other value of technical ability level of other operator attendance of this skill type, select technical ability level to be else worth maximum operator attendance, turn BS6);

BS524) rule searching pre-establishing according to other is also selected suitable idle operator attendance; Turn BS6).

Step BS524 herein) can be that queue is the most front preferentially go out team to other rules that pre-establish in, or answer other any selective rules of setting as required of workload mean allocation etc.

If adopt the workload mean allocation pattern of answering, in technique scheme, step BS5) specifically can comprise:

BS531) search and whether judge in the group of attending a banquet that this service is provided available free operator attendance; If had, carry out BS532); If no, returned;

BS532) transfer the quantity that each idle operator attendance receives calls;

BS533) by the quantity receiving calls of available free operator attendance compare, and the operator attendance of the minimum number of selecting to receive calls; Turn BS6).

The above-mentioned preference pattern of attending a banquet also can be combined with, for example adopt last service to attend a banquet preferentially to answer, best technical ability coupling next and answer the last mode of workload mean allocation and carry out operator attendance and go out team, as shown in Figure 6, step BS5) can comprise the following steps:

Introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, customer data in described customer data database at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule pre-establishing, as shown in Figure 7, described customer data and the phone incoming call algorithm arithmetic unit of joining the team comprises with lower module:

Start module, start the phone incoming call algorithm of joining the team;

Inbound Calls access module;

Above-mentioned ACD, also comprises that phone incoming call goes out group module, and it goes out team according to the most front mode that preferentially goes out team of queue by the phone in phone incoming call queue.

The operator attendance submodule of joining the team, it comprises:

Operator attendance goes out group submodule:

In technique scheme, idle operator attendance is joined the team unit specifically can be in the following ways:

The end of the queue queue of the group of attending a banquet under the operator attendance of login is inserted; Or the end of other operator attendance queue of the identical skill type of group of attending a banquet under the operator attendance of login is inserted; Or by the technical ability rank of the operator attendance of login with under the attend a banquet technical ability rank of identical other operator attendance of skill type of group compare, and insert correct position according to other value of its technical ability level, described suitable position can adopt following judgment rule:

The preferential answer mode if the last service of employing is attended a banquet,, in technique scheme, operator attendance selected cell specifically can comprise:

Incoming call last time seating stand is searched unit, in order to obtain the information that the operator attendance of service is provided for this Inbound Calls incoming call last time, judge that this operator attendance is whether in idle operator attendance queue, and judged result is fed back to the idle seating selected cell in its downstream;

Idle seating selected cell, searches the result of unit feedback and selects idle seating: if this Inbound Calls incoming call last time provides the operator attendance of service in idle operator attendance queue, select this to attend a banquet according to incoming call last time seating stand; If this Inbound Calls for first incoming call or for this Inbound Calls incoming call last time provides the operator attendance of service not in idle operator attendance queue, the rule searching pre-establishing according to other is also selected suitable idle operator attendance.

Can to be that queue is the most front preferentially go out team to the rule that herein other pre-establish, or answer other any selective rules of setting as required of workload mean allocation etc.

If adopt best technical ability match pattern,, in technique scheme, operator attendance selected cell specifically can comprise:

Whether technical ability coupling is attended a banquet and is searched unit, in order to obtain other information of the needed skill type of this Inbound Calls, judge in idle operator attendance queue and have and have other operator attendance of this skill type, and judged result is fed back to the idle seating selected cell in its downstream;

Idle seating selected cell, according to technical ability coupling, attend a banquet and search the result selection idle seating of unit feedback: if having in idle operator attendance queue, have other operator attendance of this skill type, in more idle operator attendance queue, have its corresponding other value of technical ability level of other operator attendance of this skill type, select technical ability level to be else worth maximum operator attendance; If do not have other operator attendance of this skill type, the rule searching pre-establishing according to other is also selected suitable idle operator attendance.

If adopt and answer workload mean allocation pattern,, in technique scheme, operator attendance selected cell specifically can comprise:

Idle seating telephone receiving amount comparing unit, compares in order to transfer the quantity that each idle operator attendance receives calls and to be worth between two, comparative result is fed back to the idle seating selected cell in downstream;

Idle seating selected cell, according to the result of idle seating telephone receiving amount comparing unit feedback, the operator attendance of the minimum number of selecting to receive calls.

The above-mentioned preference pattern of attending a banquet also can be combined with, for example adopt last service to attend a banquet preferentially to answer, best technical ability coupling next and answer the last mode of workload mean allocation and carry out operator attendance and go out team, operator attendance selected cell can comprise the following steps:

Below in conjunction with Fig. 8 and Fig. 9, specifically introduce a kind of embodiment of ACD of the present invention and its implementation.

Figure 8 shows that having introduced the Inbound Calls that customer data and phone incoming call join the team after algorithm arithmetic unit joins the team and queue order mode schematic diagram; Wherein, this priority of taking on the telephone of numeric representation in phone incoming call queue bracket; When ACD system starts, first the client of special processing will be needed, its one or more telephone numbers are loaded into phone incoming call joins the team in algorithm arithmetic unit, and the VIP rank that these telephone numbers are configured according to corresponding client is arranged to from 1 to 100 numerical value, its numerical value is larger represents that this client more wants the service of priority allocation operator attendance, can sequentially sort these numbers to put according to numerical value from small to large or from big to small afterwards.

Figure 9 shows that and in ACD of the present invention and its implementation, introduce the idle operator attendance queue schematic diagram after skill management; As shown in the figure, operator attendance queue is that the set of queues that one or more groups of attending a banquet form form, when attending a banquet the free time, and the group of attending a banquet logging on according to attending a banquet, then the technical ability logging on according to attending a banquet and be not inserted into corresponding one or more attending a banquet in group queue queue.

In figure, in round parentheses, represent the technical ability of attending a banquet and having, the priority that this technical ability of numeric representation in square brackets is corresponding, for example, attend a banquet 1 and attend a banquet and 2 all have technical ability 1, but their level of skill is not identical, according to the higher principle of the larger level of numerical value, can know that 2 the level of skill of attending a banquet is higher than attending a banquet 1 level of skill.

Inbound Calls goes out team from phone incoming call queue, need the operator attendance of certain teams and groups (as the group 1 of attending a banquet) to provide when certain technical ability (as needed technical ability 1 class consulting) is served preferably, whether ACD Ze Xiankangai teams and groups are available free attends a banquet, if so had, further seeing whether this phone has provided attending a banquet of service last time, if had, check whether this operator attendance also queues up in operator attendance queue, if, select this team of attending a banquet out to provide manual service for this phone, otherwise further check and whether available freely belong to attending a banquet of this technical ability, if had, select the maximum team of attending a banquet out of other value of this technical ability level to provide manual service for this phone.

In sum, due to ACD of the present invention and its implementation, on the basis of existing ACD, introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, and the VIP rank corresponding with each client arranging according to the rule pre-establishing, and then realizes the client's priority allocation service of attending a banquet that VIP rank is high that makes, shorten the stand-by period, improve and call out the effect of experiencing.

And ACD of the present invention and its implementation, introduced operator attendance skill management pattern, the technical ability classification having according to each operator attendance and technical ability level allocation Inbound Calls, make this automatic call distributor, can realize to Inbound Calls, need to serve carry out technical ability coupling, last service is attended a banquet and is preferentially answered and answer the effect of workload mean allocation.

The foregoing is only preferred embodiment of the present invention, in order to limit the present invention, within the spirit and principles in the present invention not all, any modification of doing, be equal to replacement, improvement etc., within all should being included in protection scope of the present invention.

Claims

1. an ACD implementation method, is characterized in that:

On the basis of existing ACD, introduced customer data and the phone incoming call algorithm arithmetic unit of joining the team, it can call the customer data data in customer data database, customer data in described customer data database at least comprises telephone number and the VIP rank corresponding with each client arranging according to the rule that pre-establishes, and described customer data and the phone incoming call performed phone incoming call of the algorithm arithmetic unit algorithm of joining the team of joining the team comprises the following steps:

AS1) start ACD system;

AS5) finish this computing.

2. ACD implementation method according to claim 1, is characterized in that:

Steps A S2) specific as follows:

AS21) be written into the VIP number in customer data database;

AS22) described VIP number is arranged to priority according to its VIP rank, described priority is 1 to 100 numerical value, and the priority value of described VIP number is larger represents that it more needs the preferential service that obtains;

Steps A S3) be specially:

According to the numerical value of described VIP number from big to small or sort from small to large, and sorted VIP sequence table is stored, described VIP sequence table is stored in a database table or in internal memory list;

Steps A S4) specific as follows:

AS41) access Inbound Calls;

3. ACD implementation method according to claim 2, is characterized in that:

Steps A S42) by following steps, complete:

AS421) obtain the number of the Inbound Calls of access;

AS424) priority of this Inbound Calls number is set to 0, turns AS43);

Steps A S43) by following steps, complete:

4. ACD implementation method according to claim 3, is characterized in that:

Its phone incoming call goes out group algorithm and adopts the most front mode that preferentially goes out team of queue to go out team.

5. ACD implementation method according to claim 4, is characterized in that:

Divide timing to introduce operator attendance skill management pattern carrying out operator attendance, it is for calling the data of operator attendance skill management database, in described operator attendance skill management database, store the ID of each operator attendance, and the technical ability classification that has of this operator attendance and these other data of technical ability level, ACD carries out the distribution of Inbound Calls according to the technical ability classification of operator attendance and rank data, join the team algorithm and to go out group algorithm as follows of its operator attendance:

Operator attendance goes out group algorithm and comprises the following steps:

6. ACD implementation method according to claim 5, is characterized in that:

Step BS5) comprise the following steps:

7. an ACD, is characterized in that:

Start module, start the phone incoming call algorithm of joining the team;

Inbound Calls access and Inbound Calls queue order module, in order to access Inbound Calls, described Inbound Calls number is compared according to the phone in predefined rule and VIP sequence table, and according to comparative result, its priority is set, and this Inbound Calls is inserted to Inbound Calls queue and finish module, the terminating telephone incoming call algorithm of joining the team.

8. according to claim 7 according to the automatic call distributor of client priority level (PRI) distribution phone, it is characterized in that:

Customer data is written into and priority level initializing module comprises that customer data is written into unit and VIP number priority setting unit, described customer data is written into unit can call the data information in customer data database, described VIP number priority setting unit arranges priority by described VIP number according to its VIP rank, described priority is 1 to 100 numerical value, and the priority value of described VIP number is larger represents that it more needs the preferential service that obtains;

VIP number order module sorts described VIP number, and it and is stored sorted VIP sequence table according to the numerical value of described VIP number from big to small or sort from small to large; Described VIP sequence table is stored in a database table or in internal memory list;

Inbound Calls access and Inbound Calls queue order module comprise:

Inbound Calls access module;

9. according to claim 8 according to the automatic call distributor of client priority level (PRI) distribution phone, it is characterized in that:

Wherein, the judgement of described Inbound Calls number and priority arrange module and comprise:

Inbound Calls number priority setting unit, the priority value of Inbound Calls number is set: if Inbound Calls number belongs to VIP phone according to the value of feedback of Inbound Calls number comparison judgment unit, obtain the priority value of this VIP number and be set to the priority value of described Inbound Calls number, otherwise the priority of this Inbound Calls number is set to 0;

In addition, the described Inbound Calls module of joining the team comprises:

10. according to claim 9 according to the automatic call distributor of client priority level (PRI) distribution phone, it is characterized in that:

Also comprise that phone incoming call goes out group module, it goes out team according to the most front mode that preferentially goes out team of queue by the phone in phone incoming call queue;

And divide timing to introduce operator attendance skill management module carrying out operator attendance, in order to transfer the data in operator attendance skill management database, in described operator attendance skill management database, store the ID of each operator attendance, technical ability classification and this other data of technical ability level that it has, ACD carries out the distribution of Inbound Calls according to the technical ability classification of operator attendance and rank data, and described operator attendance skill management module comprises:

The operator attendance submodule of joining the team, it comprises:

Operator attendance goes out group submodule:

Closing of the circuit unit, selected operator attendance goes out team and connects described Inbound Calls;

Wherein, described operator attendance selected cell comprises the following steps: